Date Received: 2021-03-05
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I paid XXXX on my credit card on XXXX XXXX. The amount paid has still not been applied to my account. It has been 8 days. Additionally this company will not correct a problem with accepting payments on their end for renters and auto insurance, an account I have with them as well. I am on auto payment, but I have to dial in monthly to pay on my account. Their system will not accept payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am filing this complaint because USAA closed my credit card account, which I've had since 2012. We have been very loyal customers to USAA. We paid off nearly 8-10 credit cards and loans with them over the lifetime of our accounts. During the pandemic, we fell behind and reached out to USAA several times to inform them our account was past due, but we assured them we would get all payments handled, as we always did. We also informed them we were in the process of catching up due to myself being an essential worker and having to take many quarantine leaves from exposure to XXXX, which impacted my pay. After each quarantine period, when I would get back to working, I always made USAA aware of our status- and each time they assured us they would work with us ( and we thought they meant it ). To say the least, even during the pandemic, we still successfully paid off a credit card and THREE auto loans with USAA. As of this month, we finally made it to a good place financially post-pandemic lockdown and business picked back up for my company. So I immediately went online and paid my USAA account. Today, I learned they have discriminated against and punished people who fell on hard times during the pandemic by closing their credit lines without personally reaching out to them and getting to know their situation during this pandemic. I reached out to a representative after making a {$450.00} payment to my credit to find out my credit line was closed without ever being notified. USAA claimed they sent a letter out to us back in XXXX, but we never received it. We also NEVER received a phone call regarding this. If USAA had reached out to us and said we were at risk for our credit line being closed, we would have put all of our money towards it to keep it open ... instead they lied and said they would work with us during this pandemic. We have been very loyal USAA customers, but after this experience, this does not sit well with me, nor my wife. No one should be discriminated against during this pandemic in which they had no control over.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am a Federally Protected Consumer. The Fair Debt Collection Practice Act is intended to secure my right to privacy and is intended to protect consumers against abusive, and deceptive debt collection practices, and I have been abused and deceived by USAA. USAA has knowingly and willfully violated the Truth in Lending Act. Truth and Leading TILA The Truth in Lending Act ( TILA ) was enacted by Congress to promote the informed use of consumer credit and I have been uninformed so be it. I have previously sent a Debt Validation Letter and ( 2 ) Affidavits of Truth to USAA as they have violated me as a Federally Protected Consumer. Most recently, I have mailed them a Notice of Default and Opportunity to Cure. Within that document, it outlines their violations towards me and a way to rectify the matter. Please see the attached
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33598
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am attempting to obtain a new VA mortgage, while selling and closing on my current home. My current mortgage received Cares Act forbearance, and USAA refused to underwrite the mortgage because my loan had been in Covid forbearance under the Cares Act. The fact that I used it was used as a " discretionary '' underwriting determination to deny me a new mortgage, even if the current mortgage was made current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 67401
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am an USAA member since XXXX, and today ( XX/XX/XXXX ) I made a transfer from my XXXX XXXX XXXX XXXX to one of my checking accounts with USAA in the amount of {$13.00} to pay for an XXXX subscription. I made the transfer through my USAA app and did not see any indication that my small transfer would be on an extended hold to become available, or else, I would not transfer any funds to that account. After I finished my transfer and logged on to XXXX, I noticed that my {$13.00} subscription payment was not processing, and when I searched the reason for that, I saw that my USAA account had a 7-day hold for my transfer in the amount of {$13.00}. I contacted USAA and asked why there was a 7-day hold on such a small amount, and the representative ( XXXX ) told me that USAA is committed to create strong relationships with members, and since I had a {$5.00} NSF fee on the past 90-days, from now on my transfers would be subject to holds. I asked XXXX how could USAA would be creating stronger relationships with members by creating hardships and I felt that actions like those do not create stronger relationships. I then asked XXXX to connect me to a supervisor, he put me on hold for about ten seconds and returned back to the line offering to get me a call back from a supervisor and did not make any effort to transfer me to a supervisor. I feel that USAA is creating more inconvenience for members during times of a global pandemic and members like myself are being punished and discriminated over small problems like the {$5.00} NSF fee. I don't believe I would cause a loss to USAA over {$13.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA mobile deposit auto corrected a check deposit to the wrong amount and refused to correct the transaction. The representatives lied to me about how this occurred and blamed it on irreversible issues with their computer systems.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I reached out to the seller and asked for a washer and dryer new for XXXX. Didn't have. Ask for my cell sent different pictures of washer and dryer a. I asked could we negotiate. A set sold. I said nevermind. They called. Said one XXXX new sent pics. Setup to bring to my house. It was brought. Not new the washer. I tried to tell the driver. He turnt the washer on and rode off. He said he would talk with them but didn't. It asked them to pick up the appliances and I could get my money back. Instead insults and rude to different people that tried to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-02
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Notified by letter from USAA dated XX/XX/21 informing me that a Visa card was closed in error. When USAA was contacted a request to provide documentation from the CRAs showing my account was cleared and no impact on my credit had occurred. The response was that I would have to contact all 3 bureaus and it was not their responsibility. The fact is that closing any credit card account does in fact lower your credit score. It was closed although the account was and always has been in good standing. Closing the account was unauthorized and having me check my credit at my time and expense is unimaginable. USAA has a track record several years back of opening accounts in members name and was sanctioned and fined. Once again, USAA seems to operate with no regard for banking rules.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2021-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I purchased a bunk bed from XXXX XXXX XXXX online they charged me {$440.00}. The next day the item shipped in 3 separate boxes and XXXX XXXX decided to bill me again for each box which came to {$440.00} again. So they charged me twice for the same item I called XXXX XXXX and they told me they would release the first charge but my bank would need to release it on my bank acct ..., I called USAA and we did a conference call to XXXX XXXX they confirmed they would release the first charge. Per USAA the pending charge would be released within 24 to 48 hours from the XXXX ... 48 hrs pasted and the charge was still pending now USAA tells me by Friday XX/XX/26 it will be removed come Saturday the charge was still pending so Saturday they tell me by midnight Saturday it will be removed and the funds will be put back into my acct it is now Monday and the pending charge is still there ... I called again this morning and was transferred to their escalation team who refused to assist me and told me that it will be released tonight at midnight ..., I asked for something in writing regarding their policy and she fused ... .I asked for a manager and she refused ... I asked for her full name or employee Id she refused ... I need assistance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: The week of XX/XX/XXXX I was contacted by a company that I had put on for a job application through XXXX, I was interviewed via XXXX and hired. They contacted me and told me that in order to purchase the equipment for the job ( data entry ) they were going to send me a check and then I would send it to the vendor through a wire transfer. First they had me send it though XXXX and there was a {$1000.00} limit so they had me send the reminder through a wire transfer. They then contacted me again and told me they equipment was confirmed and it would shipping out the following day. They reached back out to me to tell me that another one of the individuals they had hired for the job was having a hard time depositing the check for equipment and asked if they sent me another check if I could do the same thing I did before and they would give me a bonus for the inconvenience. I agreed and sent the wire transfer after receiving another check. My bank contacted me shortly after and told me that the account I was transferring to had come up as a fraudulent account and that the checks were fraudulent as well. They said they were going to stop the wire transfers and attempt to recollect theXX/XX/XXXX transfers as well. I did not here anything from them for 4 days, I called my bank USAA, and they told me the fraud department had closed the investigation and were holding me personally responsible. I told them I wanted to speak to the actual fraud department and they told me they were submitted the request for it be reviewed again and someone would contact me. That was last Tuesday. Today the XXXX I called USAA again to see what the status was. They said my accounts are locked and that until I bring my balance back from the negative theres no action I can do. I asked what happened with the wire transfers they were supposed to stop and they told me the financial institution it went to declined to send the funds back because the individual told them they were expecting money from a friend. USAA claims there is nothing that can be done even though I reported the fraud and Ive had to continuously check on what is happening because no one has reached out to me. My account is {$3900.00} in the negative due to this activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66048
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A