Date Received: 2021-08-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please find the attached letter, XXXX label and fraud alert that I put on my account once I learned that an account was open with USAA. I have contacted them over and over to be told this account would not negatively impact me or my credit. I was told there are notes on my account and to disregard any letters. I was told they could not send me any confirmation due to me advising that this account was not mine. I need this cleared from my account immediately I am attempting to get a house loan and this is impacting me.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/XXXX I was looking on XXXX XXXX for a used XXXX XXXX to purchase for my nephews birthday. I saw one for XXXX $ and asked if the merchant ( XXXX XXXX ) would be willing to ship it instead of meeting up for the item. The merchant agreed and assured me that once I paid her the money through messenger, she would ship the item and keep me updated. After transferring the money to her over XXXXXXXX XXXXr, the merchant was unresponsive to my messages. I then, reported the merchant to XXXX and filed a dispute with my bank USAA the next day on XXXX XXXX I am a veteran of the United States XXXX and have been with USAA since XXXX. After making the dispute I sent my bank screenshots of the business transaction. I sent screenshots of the merchant being unresponsive. Because this money transaction was through messenger, XXXX advised me to dispute the charge with my bank because the purchase was not made through marketplace. I never received anything in the mail from the merchant. It is clear I am a victim of fraud. I submitted evidence proving I was a victim, but upon speaking with my bank, I was advised I had to make a dispute with XXXX to get my money back. As a bank who I had trusted, I expected that USAA would resolve the dispute in my favor because I was scammed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has finally ended my Membership as I requested. After ending it I didn't have any open accounts and no money. After ending the Membership I received a email saying I had electric correspondence. I don't have access to login, either my pin doesn't or can't access my account. Without a pin I can't get a live person. They don't use email, they won't reply thru social media. I need to know what the message is. I'm having to ask you to contact USAA so I can access the message. Thanks. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72118
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: USAA servicer provider for mortgage is XXXX. XXXX automatically enrolled me in a loan modification program. This program was later explained to me as only to lower payment nothing else will change. At that moment I asked for XXXX to send me paperwork. The paperwork that was mailed and arrive some timed in late XXXX. I quickly read the paperwork because my wife and I were XXXX XXXX XXXX XXXX and we had so much going on. I signed and sent the paperwork back to XXXX, after some more careful thought I changed my mind and called XXXX TO CANCEL THE PAPERWORK. They assured me they would cancel it and resume original payment amount. What happened after that was XXXX block my online access and over the phone to make any payment. XXXX I received a called from a Veteran Affair mortgage representative asking if I am ok financially, I stated yes and explained the issue that I have with USAA ( XXXX ), With the VA help we were able to get to the bottom of the issue or so we thought. XXXX stated it was a miss communication and if I made up the payment they would fixed everything. Well during that time I checked my Credit score and XXXX reported me to credit report for being delinquent for the time they blocked me from making payments. XXXX assured me they would fix that, but they never did and now they told USAA CEO office whom I contacted to resolved this at the lowest level. Stated because I made those payments, that I am now stuck with the bad report. Because of the loan modification that i never agreed to. So how XXXX loss all phone transcript and told USAA a lie that even though I canceled the paperwork because I signed it originally that I have to be subjected to the bad report, I asked USAA how is that FAIR practice? So I am filing this complaint so this does not happened to anyone else.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94551
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My ordeal with USAA EVERY TIME THEY DO A MAINTENANCE XXXX DOWN AND THE FOLLOWING DAYS THEY ALWAYS HIT MY ACCOUNT WITH INSUFFICIENT FUNDS! Not only that but after dates change in my online register? How can that happen? Recently I stayed at a XXXX and used my debit card, they took out the fees on that day because its a debit card! How can the back tell me 3 days later that I had insufficient funds, those transactions happen in real time! They pulled the same with my storage company I paid on a Monday with debit then on Thursday they tell me I had insufficient funds??? Tell me how this happens please? I am sick of usaa and the bs they pull!!! I am just wondering how many people they do this too??? XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA ended my Membership recently. Now I have a email saying I have a secure message. I can't access secure messages since I don't have a Membership. I've tried to call but PIN doesn't work. Without a PIN you can't reach live person, can't leave a message, no way to reach anyone. They won't reply through social media, emails are not replied to. I don't know what the message is about. It could be nothing, it could be important. I need to know how to read the message, how to Contact a live person. Thanks, XXXX usaa membership # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72118
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/XXXX a unauthorized charge was placed on my credit card with USAA. I reported this transaction which I found out USAA refers to as a " dispute ''. USAA agreed with the charge and corrected my account on XX/XX/XXXX. In XX/XX/XXXX, I was told by my home lender that a dispute showed on my current credit reported by USAA. My complaint is USAA or any other banking company should not be allowed by law to report this type of internal process to a third party credit agency. The disclaimer on USAA banking website reads as follows : USAA reports to credit agency, missed payments, defaults, and late payments. In my judgement this type of reckless reporting can result in a adverse action report.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33570
Submitted Via: Web
Date Sent: 2021-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XXXX I cashed a check from my business checking account into my USAA personal checking account. I had to pay rent so I withdrew a portion of the available funds. On XXXX I noticed I did not have access to my account. I called them and asked why I couldn't access my account. I was told they were waiting for my check to clear. I told them my other bank cleared the check on XXXX. The representative attempted to call the number on the check and told me they could not get through to XXXX. Since it was the weekend call back on Monday. Also told me they don't like me to me checks. I told them it was from my business account. XXXX I called periodically and could not get through, neither could I get through by chat. XX/XX/XXXX I received an email notification that the hold on my check was lifted. I immediately called to ask why my account was still locked/restricted. I was told the fraud department was deciding whether to return the check. ( even though the hold had been lifted on XXXX ) I told them if they did that wouldn't my account be negative. I was told a frontdesk ticket had be written and to call back on XXXX to hear back from them. XX/XX/XXXX I called back still nothing. I was told they were waiting on the fraud department. They said something about financial fraud when I told them I wrote the check from my business to my personal ( I felt this was to intimidate me ; or make me admit to illegal wrongdoing ). Another frontdesk ticket was put in and I was told to wait 3 more business days. Told they were waiting on the funds to return XX/XX/XXXX I called back they say it technically hasn't been 3 full business days because it was before XXXX and to call back tomorrow. I was also told to put more money XXXX XXXX XXXX in my account in the hopes that the hold would be lifted. The person I spoke with this day could not understand why my account was restricted if the funds were already available. XX/XX/XXXX I called back as requested. Got the run around again. I was told they were waiting on the funds to return again. I had heard them say this before and I asked what they meant. I was told the funds had not fully cleared, they suspect the check will return, so they are restricting my account in the event this does occur. And it could be months. Who knows. I told him if my funds had not cleared then why did they lift the hold on the remaining amount of the check. He denied and when I said I have an email with time and date the call disconnected. I called back and the last person I spoke with lied and told me she was unlocking my card. XX/XX/XXXX I called them again. I am fed up. They have caused my XXXX to skyrocket. They keep saying they are waiting on a check that has cleared to bounce. When I asked to explain they said someone tried to remove the full amount of the check and when I called them out on the lie the phone disconnected. I called back and said I am suing and reporting them to every alphabet agency I can think of and a financial attorney all of a sudden it's oh I see the check is from a business account, if I send in a copy of the check, transaction id, or trace number to clear up the whole issue. They all lied and said the blocked my account because XXXX told them on XXXX I did not have the funds to clear the check. However, I called them out on this lie too and told them XXXX cleared the check XXXX. I specifically remember the girl I was on the phone with that afternoon tell me she couldn't get through to XXXX mostlikely because it was XXXX outside of banking hours. I get the documents from XXXX I call back and they say they need 24-48 hrs to receive the documents I uploaded. They submitted another frontdesk ticket and I have to wait you guessed it 3 more buiness days. They are lying lying lying trying to cover themselves. However, I have been taking notes of all of my correspondence with them. This is the account I pay my bills from rent, lights, internet, cellphone, etc. everything. I can't pay any off these bills because they are denying me access for no good reason. They have been giving me the runaround all month. Now my tuitiion deadline is looming and I can't pay so I can register for my XXXX semester in college. I don't know how I am going to pay my bills if they keep this up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29210
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/1920 transactions cleared my account. USAA has a history and multiple complaints from myself about reordering the charges to bounce items they can charge NSF fees for. Even though the account remained positive that day, they said the available balance was low because of pending items and chose to bounce a {$58.00} check and ACH bill payment instead of any of the 18 other items they could not charge NSF fees on b/c they were debit. They easily could have declined any of the other 18 charges or said any of the other 18 caused the low balance, but instead bounced a check which causes long lasting problems for me. I implore you to look into the repeated complaints of USAA reordering items to maximize their fees as it unfairly causes financial strain and unjustified accusations of non-sufficient funds when I had the funds in my account that day to pay for my son 's school fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Last year I set up overdraft for my checking account. They set it up in reverse to protect my savings instead, not As I instructed. Yesterday they returned a electric bill payment. When I asked them about it they told I never had it set up for checking, it was the other way around. I remember clearly when opening the savings account I added the overdraft protection for the checking. Now they are going to charge me a return fee and the electric company will charge a return fee. USAA said that they could look in to it, and might be able to reverse the fee, but because of their mistake Im out of pocket for the fees and have a late payment on my credit score. I feel cheated!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89512
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A