Date Received: 2021-07-27
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: We called so many times to the bank to dispute the ticket that we bought from XXXX XXXX because they cancelled it and they asked me more more money to rebook it.But that agent it hard to negotiate they asking us {$550.00} dollars for refund fee each ticket
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 725XX
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA is stealing my unemployment benefits and also one paycheck. The amount is a {$4200.00} unemployment benefit Payment from XX/XX/XXXX and a {$620.00} paycheck from XX/XX/XXXX! I did not authorize these payments to go into that account because they told me they were closing the account so I asked XXXX to mail me a check and under no circumstance send it to the USAA account. I was assured that they would not put it into that account but it still went in! Also the payroll company ( ADP ) that sent the {$620.00} I also switched my payment info For that as well but it still went to the frozen account! The bank supposedly found fraudulent activity in my account and even though they can prove that I had nothing to do with it by several means ( geolocation data, device addresses, atm cameras, checks not in my signature or handwriting, etc. ) they closed my access to the accounts, yet still accepted my benefit payment and paycheck! Even though I cant access or remove money from my account they still took my money into the account and are closing the account with my money still in there. I want my unemployment benefits and my paycheck, payments that I worked hard for and they are refusing to release the funds to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76140
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So basically I went into Forbearance mid XX/XX/XXXXdue to some issues my business encountered. I called in to XXXX ( representing USAA bank ) in XXXX investigating the process to migrate to a deferall. The guy on call sorta jumped the gun and submitted me for the deferral before end of call once realized what he had done I freaked out and he cancelled it and was supposed to have a manager call me. I forget exactly the sequence after then if the deferall was properly cancelled or I was recorded as late cause didn't comply with, the logic was why come out till firmer on financial footing and was allowed 12 months. Anyway, In say XXXX or so I called raising XXXX and got to speak to manager or supervisor that seemed like they have it under wraps and would be able to pursue the deferral. I then actually even did another loan after that and during that process ( XXXX ) called in to discuss and came up again and was under impressions would be able to do deferral and to just start making payments in XXXX. I did this. My payment was rejected by XXXX and returned. I then received a note I had been approved for a mortgage modification. I only wanted the deferral. i don't want my credit damaged and my understanding was that during the Covid Forbearance there was not interest acruing on the missed payments. I basically want to do the deferral to protect my credit and think I should not pay extra interest penalties/ due to modication, but they actually increased my principal balance like XXXX. I have called into XX/XX/XXXXand had 3 requests for manager to call me back but have gotten none. One from XXXX and two recently. I fell like this is just going to go into foreclosure before they ever respond. I am told I must accept the modification or go into foreclosure, but all I ever wanted was the deferral at end of my forbearance and they fumbled this so many times and have folks on the phone who can't cover the details of these programs in details which makes it more tricky and confusing. I am sitting on the phone with XX/XX/XXXXnow again for the 4th time in weeks. Please help. -- I have been waiting over 30 minutes so the XX/XX/XXXXagent just came back had to disconnect ( extension XXXX / XXXX ). this was my 4th attempt to escalate now and look at the results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I would like to formally dispute the interest rate I am being charged on USAA credit card. I formally mailed the complaint 8 weeks ago and have called several times, getting bounced between credit card servicing and application. Noone can give me straight answers on why this has happened. They only tell me I need to keep requesting new cards to see what my new interest rate would be. My husband and I have the same credit history & address for the last 10 years. We recently applied for an investment mortgage and USAA sent our credit scores. My credit score is higher than his and has been at least that or equal to his throughout our marriage ; however, his USAA credit card ( same product as mine ) is HALF of what mine is. We both have and called in to customer service agents and have gotten all kinds of reasons why they are materially different. However, given the facts, I can only surmise that it is because I am female- which is tantamount to discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX XXXX USAA Member No. : XXXX Car Note Loan No. : XXXX In XX/XX/2021, I filed a formal dispute with USAA Federal Savings Bank regarding the reporting to the credit reporting agencies of my car payments as being " 30-days late '' every month from XX/XX/2021 when they were being paid as agreed. As a result, an agreement was reached on XX/XX/XXXX, copy attached, with the relevant portion, " We are writing to inform you that the delinquency in dispute has been removed from the account history. These agencies normally update credit information within 45 days. '' Even so, as of today 's date, USAA is still continuing to report my car payments as being " 30-days late '' in violation of the agreement and the FD CPA 807 ( 2 ) ( A ) in that it is falsely reporting " the character, amount or legal status of any debt. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91361
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA Bank has notified members they will be 'retiring ' their remote deposit service known as Deposit @ home that allows members to scan a check and submit it for deposit via a computer. They now say we must use a mobile phone or USPS mail neither of which is as secure as the current method. They also say we can use an ATM, but there are few that accept deposits and those are not convenient. The Deposit @ Home program must NOT be dropped.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 420XX
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Mr XXXX XXXX of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX removed {$840.00} and {$24000.00} from my checking account. I gave them the wrong number. They would not let me change the number. I thought they would reimburse me {$24000.00} in a couple days. They said I owed them {$250.00} for some product. My money did not come back in a week. I did not give them my bank account number. They already knew it. I reported it to my bank. This transaction occurred on XX/XX/2020. The bank said it could be available on XX/XX/2020 or sooner. I spoke to my bank about the transaction. I changed my password. I was referred to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been a USAA customer for over 30 years and in the last several months I have made several large payments to my credit card. XXXX for XXXX in XX/XX/2021 and one this week XXXX XX/XX/XXXX ) for XXXX. USAA has gotten into this habit of not applying the payment for seven days. I called USAA and they tell me that this is related to DTCC and ACH clearing. Which is nonsense as the ACH clearing takes 2-3 business days. My concern is that USAA has this money and they are not applying this to the available credit but they are likely using the money in the banking apparatus and leveraging for loans and other financial products. When I spoke with USAA they refused for over 30 minutes to transfer me to supervisor and once I did, they didnt seem to care. The supervisor told me that, no one in the bank can make this faster. It seems like this is local policy and that numerous customers are experiencing the same issue. This is based upon a number of internet services and the exact same issue is being described. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I got an email message from USAA that I could not use their autopay services because I had never set up the account to list a funding source. My payment history and bank statement prove this is totally false and supposedly they deducted a {$900.00} premium payment from my XXXX XXXX account on XXXX. I checked online on manage my account and they had blocked me from seeing what was on file. I finally talked with a floor agent who confirmed that the account was set up for autopayment and could not explain why I had been told otherwise by upper corporate management. He also confirmed that the routing number USAA had on file was incorrect for my account number. I think my personal information was hacked and USAA is attempting to cover it up and my life savings is at risk
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please open attachment below : XXXX XXXX for narratives for STEPS THREE, FOUR, & FIVE Please open attachment below : XXXX for the documents that provide evidence to support the narrative. Please refer to the Cover Page, Page 01 of the XXXX to provide titles and page numbers for the supporting evidence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21202
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A