Date Received: 2021-08-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX USAA XXXX XXXX XXXX XXXX XXXX, Texas XXXX To whom it may concern : I have had an account with USAA for 15 years. This year I have had a GREAT deal of problems with paying my mortgage automatically. I will recap what I have experienced and show a pattern of ineptness. Since XX/XX/XXXX, my monthly mortgage payment was {$1400.00}. - XX/XX/XXXX I paid {$1400.00}. - XX/XX/XXXX I paid {$1400.00}. For some reason the automatic pay was canceled for XXXX, XXXX. After I was notified by the mortgage company I tried to rectify it right away. I requested {$4300.00} in XXXX, to cover XXXX, XXXX and XXXX. I wasnt told it would take 2 months to process. - XX/XX/XXXX, I paid {$1400.00}. Then extra payments were generated by USAA, on their own. - XX/XX/XXXX {$1400.00} directly to XXXX XXXX. - XX/XX/XXXX {$1400.00}. XX/XX/XXXX I was charged {$29.00} for NSF due to the extra payments USAA sent to my mortgage bank. XX/XX/XXXX I had to transfer {$5000.00} from my investments to cover the extra payments USAA sent to my mortgage bank. Losing {$250.00} in interest. XX/XX/XXXX. I paid {$2800.00}. Mortgage bank didnt receive payment until XX/XX/XXXX. I believe at this point the representative convinced me I needed to replace my debit card to rectify USAAs error. This led to new turmoil for my bills that were linked to my previous debit card, yet did not fix the overall problem. XX/XX/XXXX I paid {$140000.00}. XX/XX/XXXX, I transferred {$700.00} from savings to cover USAAs erroneous payments. XX/XX/XXXX, I transferred {$10000.00} from my investments to cover USAAs erroneous payments. Lost {$350.00} interest. XX/XX/XXXX, {$140000.00} was taken from my account paid to the mortgage company. XX/XX/XXXX, I paid {$1400.00}. ( not a typing errorit was paid twice in the same day ). XX/XX/XXXX, Check for XXXX, XXXX and XXXX was {$4300.00} arrived at the mortgage company. Year to date I have paid {$18000.00} to my mortgage, for my monthly payment of {$1400.00}. Each month I called and was assured it was resolved. I talked to representatives, IT and supervisors who work with unusual cases, yet the problem has continued. I dont know many people who can afford making four mortgage payments per month. I followed their instructions : I deleted, then created the mortgage account again. As you can see, this has not helped the situation. I deleted the request totally. I check every day to see if there is any unusual transactions.. They need to be aware, that this happened and their staff couldnt fix it. My confidence in USAA has really eroded. Im considering leaving USAAthis used to be the gold standard of customer service ; however, I have heard from other USAA customers I know that service has gone downhill. Based upon my experience, I agree. I am opening a complaint with the CFPB, because this issue has affected my investments and credit history. I have spent hours on the phone with USAA trying to resolve this, to no avail. Id like them to compensate me the {$600.00} interest ramifications of pulling {$15000.00} out of my investments and the {$29.00} NSF charge, as well as rectifying any damage to my credit score. I hope they will, at long last, fix this issue going forward, and compensate me for the time and trouble thus far. Sincerely, XXXX XXXX XXXX Member #. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29020
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Usaa closed my account XX/XX/2021. My account is 99 percent state and federal dependent benefit deposits. They are continually holding my SSA and municipal state benefits even after I sent 3 letters by fax and within the USAA account in inbox. I owe no balance or bills due to them or any other entity. So far over a month and half span, 2 SSA checks, 2 unemployment checks, 2 municipal pensions checks totalling XXXX are being withheld. I havent had any access to ANY OF MY BENEFITS SINCE XX/XX/2021. THEY ARE WELL AWARE THAT THEY ARE SUPPOSE TO SEND THOSE BENEFITS BACK TO THE GOVT AGENCIES BUT HOLD MY DEPENDENT FUNDS AS IF IT WERE LEGALLY DUE SO.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77093
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To Whom may concern : i have been trying to get this item off my credit report for months now. This account does not belong to me it shows as a authorize user. I tried calling the credit card company they cant removed it unless i know the password. i keep advising them i don't even know the person or the address that is affiliated with the account, so can you please looking into the account for me. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
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: USAA is purposely charging me overdraft fees when i have money in my account. I would like for you to investigate this company because I believe that it is ripping off Veterans who have accounts with them. How is USAA legally able to charge me overdraft fees when my account has money in it. I'm attaching screen shots so you can see i am in the black and then bam, they charge me overdraft fees. Not only that but they are returning payments i'm making to the credit card companies I make payments to. Every time they do this i get charged XXXX by USAA as a NSF and then my credit card company charges me XXXX. This is very wrong!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I contacted Usaa regarding a missing direct deposit. The deposit was not there. XX/XX/XXXX executive team verified they see the deposit and it was not applied to my account. XX/XX/XXXX deposit is there backdated to XXXX. However I dont see in my available balance. Numerous calls Im told if they t didnt apply I would have been negative. All of my transactions were real time and the account was not negative at any time prior to XX/XX/XXXX. No one can explain to me. I ask for a forensic audit. Im told this can not be done. An IT ticket is opened however no one follows up with me. Today I see it happen real time. I transfer money from XXXX XXXX to my account. This has 100 % posted immediately in the past. Today it post however the available balance failed to change and Im able to catch it real time. Usaaa owes me over XXXX the deposit for XXXX posted but never changed my available balance and they keep telling me about batch updates.. no the funds hit but there is a glitch and the available balance is not changing. Someone please help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On XX/XX/2021, I received a request for a wedding photography booking from a XXXX XXXX via XXXX XXXX XXXX. She said her boss was going to send the down payment {$500.00}. On XX/XX/2021, when I received the check, it was for {$2700.00} instead of {$500.00}, and she said her boss had accidentally included the XXXX XXXX XXXX XXXX in my check. Instead of voiding it and telling her to resend my payment as I should have done, I tried to be gracious and deposited the check into my USAA savings account, then followed her request for me to send {$1600.00} to the makeup artist and keep {$1100.00} instead of {$500.00} for myself ( as a larger downpayment towards the {$2200.00} total fee for their wedding photography bill ). On XX/XX/2021 I sent {$1000.00} from my bank, through XXXX, to a XXXX contact she gave me ( XXXX XXXX ). XXXX would not allow me to send more that day, so the next day on XX/XX/2021 I sent {$650.00} to another XXXX contact she gave me ( XXXX XXXX, XXXX ). Later in the day on XX/XX/2021, XXXX texted me and saying that the wedding venue canceled the venue because they are unable to have the wedding due to covid19 regulations. She said they would like to give me {$150.00} for inconvenience fees but needed the rest of the money sent back. I tried sending to the XXXX accounts they wanted but XXXX kept flagging those accounts as suspicious, so I told them I would sent via XXXX. On XX/XX/2021 I sent {$850.00} to them via XXXX, to the XXXX XXXX contact. On XX/XX/2021, she said they needed me to only keep {$150.00} as an inconvenience payment, and send the remaining {$100.00} back to me via XXXX. She asked me to change my settings to get around the XXXX flags. I sent {$100.00} via XXXX, and on XX/XX/2021 they asked for all the money back so I sent the final {$150.00} through XXXX with my XXXX XXXX XXXX XXXX account ( XXXX was maxed out so they asked me to go that route with PayPayl ). The XXXX {$150.00} was sent to a XXXX XXXX ( XXXX ) and XXXX was to XXXX XXXX ( # XXXX ). On XX/XX/2021, I realized their {$2700.00} check bounced when my savings account went into the red. And it all clicked. I feel so stupid but have a tendency to believe the best and trust people. This whole experience has helped me set up a better plan in place for payments to my company. {$1000.00} XXXX to XXXX XXXX {$650.00} XXXX to XXXX XXXX {$850.00} XXXX to XXXX XXXX {$100.00} XXXX to XXXX XXXX {$150.00} XXXX to XXXX XXXX = {$2700.00} taken. My USAA bank will go after the scam but will not refund me the lost funds. I am looking to try and get the money back!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23601
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Credit Card company is USAA My primary Bank is XXXX XXXX Used my XXXX XXXX online Bill Pay to make payment to USAA. I have used this system many times to pay this bill and has never been a problem. Payment of {$250.00} was made on XX/XX/XXXX. Two weeks later, I received notice that my credit card payment was overdue. Checked my XXXX account and saw where the money had been taken out of my account. Contacted USAA and they stated that they could not find the payment and that I would need to provide proof that payment was made. Uploaded a copy of the 'ACH Item Detail ' on the evening of XX/XX/XXXX to the USAA web portal. Contacted USAA XX/XX/XXXX to check the status and was told they could not locate the ACH Item Detail I had uploaded. They stated they would look for it. Received a call from USAA collections department the morning of XX/XX/XXXX. They stated my credit card was overdue and that if I did not pay the XXXX bill, they would be reporting me to the credit bureaus. Only after explaining they USAA had lost my payment and there was an active investigation did they bother to look at my account and see that there was a case. Called USAA the morning of XX/XX/XXXX. Was told that it would be a 'couple more days ' for them to resolve the issue. In the meantime, they have frozen the credit card and I can no longer use it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 789XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I bank with USAA, on XX/XX/2021 someone transferred from a previous bank account I had 8 years ago with XXXX XXXX XXXX. In amount of {$8800.00} into my checking account and also {$8000.00} into my savings account. And then I called USAA about these deposits that I did not authorize. On XX/XX/XXXX, someone withdrew {$5700.00} from my checking account at a ATM from XXXX XXXX in New York. I did not make these transactions. Then USAA credited me {$4700.00} which left me negative {$1500.00} in my account. On XX/XX/2021 someone withdrew the {$8800.00} from checking and {$8000.00} from savings. I called USAA about these transactions everyday. Then XX/XX/XXXX, USAA ruled in my favor and told me the case was closed. Then on XX/XX/XXXX, they ruled against me, saying that I owed {$5700.00} in my checking account without explanation. Then XX/XX/XXXX, USAA collected {$5700.00} out of my checking account. Which left me negative {$5700.00}. On XX/XX/XXXX, my Social Security XXXX was deposited into checking and was used towards the negative {$5700.00}. So I was unable to pay bills and buy food.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78626
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I had an {$8000.00} limit on my USAA credit card. I paid the card off using the service of XXXX XXXX XXXX XXXX. Before I did so, I called USAA customer service which verified the balance with me. Months later I received a letter saying that I had a {$1.00} balance. USAA credit card company reported my account late for payment to the credit bureau for {$1.00}. I called the company to dispute it and they refused to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: After contacting USAA and being told by their automated phone system that it would be a " 2 hour wait before I could reach someone in the fraud detection department '' : I decided that a complaint needed to be filed. When a bank does not take fraud seriously enough to have immediate representatives ready to help - something is amiss. On my account, I have XXXX repeated transactions from XXXX XXXX XXXX in XXXX, Wisconsin. Their payment transaction software has a glitch of some sort such that I was charged 13 times for an order that never actually " went thru ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A