Date Received: 2021-07-20
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: A {$49.00} charge was made to our credit card through USAA on XX/XX/XXXX. Ordinarily, my wife and I never use this card, but it was linked to our XXXX XXXX account and inadvertently charged. That was our fault, of course. Previously, in XXXX, we had transferred a balance to that USAA card and set up a monthly charge using USAA 's autopay feature. That continued until the balance on the card was ultimately paid off in XX/XX/XXXX. However, around XX/XX/XXXX, when notified by the USAA app that an autopay charge was about to be incurred, my wife used the USAA app to increase the amount of each monthly payment. This continued until the balance was fully paid. However, evidently, increasing the payment amounts each month -- when prompted to do so -- resulted in a cancellation of the monthly autopay without any warning and without our knowledge. Between XXXX and XX/XX/XXXX, there were no charges incurred on the card until XX/XX/XXXX, when the {$49.00} charge was incurred. USAA sent a statement on XX/XX/XXXX via email that shows the charge, but I likely did not even bother looking at the statement -- and I certainly didn't worry about it getting paid -- because I reasonably assumed that the autopay feature was still enabled. However, today I discovered that it was not, in fact, automatically paid, and I have concerns that the late payment was reported to a credit reporting agency. After spending more than an hour on the phone with USAA representatives, they refused to take any responsibility for the fact that their app disabled the autopay feature without notifying us or to assist in correcting the credit reporting error for late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: USAA has breach terms and conditions of numbered policy # XXXX and in accordance with law has committed fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Someone opened an account with USAA and took out a loan in my name or with my name co-signed. I have no knowledge of this account. I have attempted to resolve the issue multiple times with USAA. I have sent the FTC Identity theft report to the USAA mailing address, only to have the letter returned, saying not deliverable as addressed. The address is listed online as follows : Contact USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX By Mail Only. I called USAA once more on XX/XX/21 and spoke with XXXX, employee # XXXX. I was told to hold and then someone hung up, dropping the call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76020
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I'm being asked and threatened by USAA to answer personal questions and I whole heartedly disagree with having to reveal information like net worth, I feel that's 100 % just for marketing reasons but yet they're threatening revoking access to my accounts ... I haven't had a single other bank ask these questions and I feel USAA is going too far to collect information they don't need and will only abuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-19
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I am a single father in the military. While XXXX from XXXX to XXXX, I left my children in the care of my sister. I continued making payments on the card trying to keep my balance XXXX throughout the XXXX. I returned in late XX/XX/XXXX. I was activated again in XXXX. Again, I left my sister in charge of taking care of the payment. Upon my return, I discovered the payments were 60 days past due. I had pleaded and beg the company to reconsidered the negative lateness of the account to the credit reporting agency. I told them I could restart the payment and took care of the charges that were late. I explained that I was on XXXX XXXX orders and the person I left in charge to make sure the bills were paid did not perform as agreed upon. I was told it did not matter if I were on XXXX XXXX orders or not. I paid the late fees and brought the account up to date. The account has not been late since.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33619
Submitted Via: Web
Date Sent: 2021-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: USAA is purposely charging excessive overdraft fees and trying to post transactions late so they can get more fees and have more money taken from me. On XX/XX/XXXX, they charged me a {$29.00} overdraft fee because they said there were not sufficient funds for my XXXX debt amount of {$45.00} which was attempted on XX/XX/XXXX. A simple review of my account will show that I had sufficient funds but because they chose to charge me another {$58.00} in overdraft fees and not honor the government moratorium and the FDIC 's instruction to institutions to waive overdraft fees during the COVID-19 pandemic, their fees are causing me to go further in the hole. They also purposely changed their banking policy in XX/XX/XXXX so they can try and seize people 's stimulus checks. They sent letters via hard mail to me stating that all overdraft fees would be waived. Conveniently those letters were not uploaded to my account until I called in and they were only able to find the one from XXXX and didn't upload it until XX/XX/XXXX. In the past 3 weeks they have charged me SEVEN overdraft fees at {$29.00} and purposely use those to stack additional overdraft fees when I am in the negative because of fees they charged. I called in and they told me that the over draft fees should fall off ( get the recording from the rep ), then the rep said, wait no, the hardship was good through XX/XX/XXXX, but my letter says XX/XX/XXXX. AND they charged me overdraft fees for attempts made before the expiration of the hardship. USAA is a horrible company. I have sent numerous messages and they ignore me. I call and they put me on hold after I get put on a list for them to call me back. XXXX waived their overdraft fees, so did every other bank, but USAA is charging them on purpose and misleading people when they call in like me by telling me they should drop off and then when I call back I get someone else who says oh wait the hardship was until XX/XX/XXXX, which is not what the letter says. That is {$210.00}. Now I am overdrawn because of the overdraft fees and they are going to charge me another overdraft fee for being overdrawn because of their fees. I have struggled due to a significant income reduction because of COVID-19 and USAA has been unwilling to help, follow the federal moratorium like other banks, and adds the debits and credits in an order so that the account is overdrawn so they get more fees. They make sure they add their overdraft fees first so everything else is rejected and then charge more fees. They are a joke. They do not help military families. They are liars. Ask them how much they made on overdraft fees. I have letters from them telling me they are waiving overdraft fees they assessed last year because of an audit they did. Of course these letters are not saved to my account, but I have hard copies. They are sneeky and deceptive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Refinance my XXXX loan with XXXX XXXX in XX/XX/2021 USAA is reporting false XX/XX/2021 Filed a dispute with XXXX XX/XX/2021 USAA provided wrong information to XXXX in XX/XX/2021 Based on the process on refinance with XXXX XXXX, and filing a dispute with XXXX I am not confident USAA will continue to provide the correct information on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I requested a quote for car insurance and the attached document show why my car insurance quote is so expensive. Five years ago, I had an accident and was told I did not have full coverage which is incorrect. I always have full coverage on all of my vehicles. I am still trying to locate the hard copy because I told USAA several times that a mistake was made but no one ever got back to me. I told USAA at least 8 times a mistake was made, so I ended up paying out of pocket for that accident. Now looking at the attached document there seems to be duplicate claims listed on my XXXX consumer report. I am so frustrated with USAA and I believe because of their errors on my report I have been overpaying for my car insurance.
Company Response: Company can't verify or dispute the facts in the complaint
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: The monthly {$350.00} alimony I receive from ex ( XXXX XXXX XXXX / XXXX XXXX NV for past 20 years ) normally is deposited beginning of month. I finally wrote to ask him where it was and he responded money sent XXXX. XXXX XXXX checking XXXX USAA XXXX XXXX Tx. Check number XXXX confirmation number XXXX. A similar incident happened in 2016 where money was being deposited in ex husbands USAA account and CFPB had to intervene on my behalf to move money to my account. Ex in 2016 threatened to sue me for harassment as I tried to resolve. Ex is still hostile and will not assist. USAA is non responsive to my messages. Already spent 47 minutes on phone with no resolution and lack of follow through. Former CFPB USAA complaint # : XXXX ( 2016 ) Former CFPB XXXX XXXX XXXX # : XXXX ( 2016 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98512
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: USAA likes to find magically ways to charge NSF fees. They will post some deposits the same day but other deposits the next day. NSF charges with most banks are charged the same day a transaction is returned, USAA will charge this fee on a day a transaction was not presented. This time I moved the money to cover the balance needed and instead of them paying the transaction, they sent the transaction back and posted a few the next day. The fee puts the account below the amount needed to pay the transaction of course, but had they posted the deposit as they should before any debits, this wouldn't happen. This is the 2nd time this has happened, oddly enough had an account with another bank and these types of things never happened. Please investigate the unnecessary fees being charged by this bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A