Date Received: 2021-03-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 I transferred money to someone who performed services for me in the amount of {$320.00}. I used the XXXX option in the USAA mobile banking app. This individual informed me the money posted to her account but then showed as returned. I saw the money back in my account on XX/XX/XXXX. I went ahead and made the transfer again, as I owed payment for childcare services provided by this person and they needed to be paid. XX/XX/XXXX the payment went to her through XXXX via my USAA. She told me again the money deposited and then showed as returned. However, I never saw the money come to my account again. I called USAA and they said if it was returned it could take 3-5 days to post, so I paid this person via XXXX, clearly XXXX was not working properly. I have called USAA five times in total. The first three times, I was reassured they would resolve the issue, and I was even told a temporary credit would post. They told me to check back the following week. I never saw the credit come through, so I called back. They told me something different this time, that a temporary credit is not something they would provide. They filed a claim to find the money. I called back a week later ( Friday XX/XX/XXXX ) and was told they finalized the claim and all they could see is that the money left my account and posted into hers with XXXX I was told there was nothing more that USAA could do, that my money issue was not their issue and that I needed to call XXXX. Needless to say, XXXX refused to speak to me as I am not their customer. The individual with XXXX has called them three times. She has been told the money was returned to me, that I needed to contact USAA. Today, she was told it's a problem with XXXX. We both called XXXX, they would not speak to us. I was told by the rep at XXXX that they can't help me because USAA uses their own version of XXXX, they could only help me if I used their app. They then transferred me back to USAA for a sixth time where I was placed on a 30 minute wait. They are not offering any solution, nor is XXXX There is no recourse or consumer protection for a transaction that is initiated through XXXX but failed and lost. XXXX XXXX XXXX will not help. USAA will not help. I have called five times, with my last call I filed a complaint and the process took almost 3 hours. I am being told by three companies ( USAA, XXXX, XXXX ) that they are not accountable for the issue and there is nothing more they can do to help me. Yet, I have {$320.00} that is lost with no sense of how to get this money back. This money was used for childcare services, which as one might imagine, is very expensive and difficult to find during a global pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-28
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: I XXXX XXXX entered into a consumer credit transaction with USAA in XX/XX/2019. A consumer credit transaction is a transaction in which a finance charge is involved. Pursuant to 15 USC 1605 a finance charge is the sum of all charges in a consumer credit transaction. I was not expecting a bill. In XX/XX/2019 USAA sent me a bill which is a violation of 15 USC 1692b.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2021-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have called several times. Sent e mails and got one call back. I missed it she left a callback number and I tried to call the person over 20 times left messages every time and never got a call back or a response. I was going through consumer credit counseling and had paid all my debts but the last one. One of the previous three was a USAA personal loan which they settled no problem. The last was USAA credit card and on XX/XX/2018 they FORGAVE the debt and sent me a 1099 which I had to report on my taxes as income,. Now they are reporting it as a debt that was not collectable on my credit report and they are dinging me every month for a late payment when they forgave the debt. USAA also sent me a bill three years after I had gotten an auto quote with them and said I had a policy I never paid. I never took out a policy because they were a lot higher than the company I eventually went with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 827XX
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XXXX my wife received a Phishing text and then a call from someone posing as a USAA representative. We notified USAA to make sure our accounts were safe and were told they would look into it. We specifically asked if our accounts or online bill payer, outstanding checks would be affected and were told no. As the days went by, we heard nothing from USAA, no call, no email, no text, no letter, so we assumed all was well. Then we started receiving notifications of returned online billing payments, returned checks, etc. My trash sat on the side of the road for a week because their payment was never sent out. I had to make countless calls to various billers explaining what happened and using up my courtesy forgiveness to reverse returned payment fees. On top of this I had to spend way too much of my time calling USAA to figure this all out. Once WE called to find out what was going on, we were told our account was frozen due to a fraud investigation and would be reopened in a couple of days. We were told everything would be fine, sure ... That turned into several days and more and more payments were being rejected. I finally had to threaten to leave USAA where I have been a loyal customer for 11 years to get them to unfreeze my checking account. Ah, the story doesn't end there. My checking account was now unfrozen however they neglected to inform me that the online bill pay platform is hosted by a third party and they had separately frozen my bill paying account. So although my checking account was active, it took several days and more calls to learn that my bill payer was frozen. So I had to spend an hour on the phone with them and they refused to reopen my account until I paid them separately for a payment they had paid on my behalf prior to rejecting everything else. I understand I would owe that money but it was ridiculous that I had to provide them my USAA credit card to pay that bill just to get them to unfreeze my USAA bill payer. Ah, the story doesn't end there either! I received a notice that I was being assessed a {$20.00} returned payment fee and a subsequent cancelation notice of my USAA auto insurance because my USAA insurance payment was rejected by USAA from my USAA account which USAA had frozen .... Figure that one out. I called the insurance division and will say the woman I spoke to was most helpful and took it upon herself to waive this fee although she was unsure she authority to do. On top of this, apparently my USAA automatic insurance payment, which has been set up for years, had been somehow canceled BY USAA and they were about to terminate my insurance because of their own internal disorganization and lack of process! So I spent another hour on the phone re-signing up for the automatic insurance payments .... This has been an ordeal to say the least and I am not even certain its over. I have no idea what other fees USAA has charged me for rejecting my payments internally or externally. I've actually had to eat a fee for a check that was returned to our cleaning service because I am so tired of dealing with this mess. I have worked in the banking industry most of my life and have never even heard of something this ridiculous. Where's the process? Where's the communication? If your Fraud department freezes a customer 's account, where's the follow-through to assure downstream impacts are mitigated or even considered? We were lied to initially and then had to pull teeth to get anything resolved. What have I learned, next time we get a Phishing attempt, don't tell USAA and let them eat the fallout.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This began last fall. I have USAA for checking, savings and insurance. I used to get a text message when they noticed something possibly awry. Last fall that stopped, XXXX, I believe. They saw something they thought suspicious, sent me a text which I never got, then deactivated my card, which I found out at a store the next day. I called, found I could not register my phone, they use a XXXX digit short code. I worked with my phone carrier and verified I can receive short code messages, no numbers are blocked. I have spent more than XXXX hours on the phone with USAA. They keep telling me they can fix it, last call was XXXX weeks ago, I was supposed to hear back, never did so I called today. They closed the ticket as resolved, they've done that before too. It is NOT resolved. The representative tried to send me a text and couldn't, that is not resolved. Had me switch to other methods but all XXXX involves a text message which I can not get from them. I have to use email, that is NOT convenient. I've more than {$70000.00} sitting with them and I NEED to be able to get text messages. This latest representative said she'd reopen a ticket and in the process of doing that, disconnected and never called back. So I searched these problems with USAA and found your process. I'm going to file a XXXX complaint too. I may well move my money to a bank that actually cares about their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55433
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: As of XXXX XX/XX/XXXX, i can no longer transfer funds into my savings account. I receive a system error. Due to the holiday weekend, i contacted USAA on XXXX XX/XX/XXXX to inquire what's occurring. The banking agent attempted to make the transfer on my behalf and received the same system error and forwarded me to Web Support who created an incident ticket : INC XXXX. I've followed up onXX/XX/XXXX XX/XX/XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. Each time Web Support states they see {$85.00} transfers occurring. I've advised on each follow up call that i set up bi-weekly transfers at the end of XX/XX/XXXX for the entire XXXX year, thus those are successful, however, manual transfers are encountering system error on my daily attempts. System Error message : Something went wrong and we may not be able to process your transfer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On or about XX/XX/XXXX, USAA reported our credit card accounts closed or settled. This was not the case. The credit reporting agencies stated this as negative reporting during a time we were house-hunting and preparing to secure a mortgage pre-approval. We decided not to apply to a lender until we could be sure our reports were clear of this matter. USAA staff first stated no knowledge, then cited errors by the credit agency, then finally a supervisor acknowledged the error, affected thousands of consumers, stated the error was reported on monthly credit card statements. This was not the case. I asked for letters supporting the accounts were in good standing and these were received. USAA stated the corrections were made with the credit reporting agencies and corrections take 30 days. As of today, the alerts remain on our credit profiles. I asked the supervisor if this error was required to be reported to CFPB, given published XXXX issues at USAA, and was told not required. As information, USAA call center staff stated the errors could not be addressed until consumers called USAA, as it was not clear who was impacted. Yesterday, XX/XX/XXXX, a message from USAA came to my USAA banking inbox stating the error had occurred, and what had been done to address it, which is what they should have done initially. This notice to your agency is to make you aware of this matter. USAA contacts " XXXX, '' Supervisor on XX/XX/XXXX ; Executive Resolution " XXXX, '' on XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21220
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA credit card that had debt forgiveness. USAA required to send 1099-C by XXXX XXXX. USAA contacted by mail, phone, and message. USAA has no path forward and has not provided required federal form
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, I sent a letter to the Chief Credit Officer with a copy to the Chief Legal Officer disputing certain negative reporting on my credit report related to my mortgage loan. I disputed a late payment on XXXX XXXX and another one on XXXX XXXX. I received a communication from the lender indicating that the XXXX XXXX had been removed, but the communication did not address the status of the XXXX XXXX dispute. On XX/XX/XXXX, I spoke with a representative regarding the dispute at which time they indicated that a dispute was being opened and that they would communicate their finding within 30 days. I received no update. On XX/XX/XXXX, I spoke with another representative regarding the XXXX XXXX late payment. I was told that because the dispute on XXXX XXXX, XXXX was verbal, the lender was not obligated to respond within 30 days. At that time, I told the representative that I had provided a written communication of the dispute previously. She gave me an email address to which I could send evidence of the written communication. On XX/XX/XXXX, I emailed the documents to the lender at the email address they provided to me. I called and spoke with another agent on that date and was told that the dispute was being elevated to the credit branch, and that they would get back with me. On XX/XX/XXXX, I called and spoke with an agent who transferred me to another agent, XXXX, in the escalation unit. XXXX indicated that they had responded to me in a letter dated on or about XX/XX/XXXX. When I pointed out that the XX/XX/XXXX letter only addressed the XXXX XXXX late payment, not the XXXX XXXX late payment, he indicated that it was " still a response. '' I told him that it was not a response, because it did not address the second dispute. I told him that they needed to remove the late payment from my credit file, since they had failed to respond within 30 days of the dispute, as required by the Fair Credit Reporting Act. He told me that they would not remove the late payment. I disputed the payments because the originator of the loan, USAA Federal Saving Bank, and the servicer of the loan, XXXX ( now XXXX XXXX ) have long enjoyed a co-branding agreement wherein they encourage customers to make payments via the USAA F.S.B. website or mobile app. The servicer indicated during my communications that they record the payment as of the date it clears, not the date the payment is initiated. Because of the strong co-branding, most customers are unaware of the distinction.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: On XX/XX/XXXX, I call USAA to inquire about one of the reason that USAA denied by auto loan application. That reason USAA listed from an XXXX credit report dated XX/XX/XXXX was " Collection action or judgement or foreclosure or repossession or garnishment or attachment or lien ''. The customer service rep from USAA check for information from their XXXX credit report to see why USAA listed the reason stated above. The USAA rep confirmed that the above reason was listed due to the bankruptcy that was listed on their lender 's version of the credit report from XXXX. Now, I did file for bankruptcy in XXXX but that came off my credit report in XXXX. When I told the rep this, the rep said the credit report they get listed a two year history on Public Records including bankruptcies. I argued that bankruptcies should only be on a credit report for 10 years as my penance for filing for a bankruptcy. The rep then said I should call XXXX. When I called XXXX, they pulled up the credit report they supplies to USAA on XXXX XXXX and it did not show any Public Records including no sign of my bankruptcy that I filed. I was also able to see the same XXXX XXXX report on my XXXX membership account and could confirmed that there were no public records. My next step is to call back USAA and report what XXXX told me over the phone and submit the same credit report XXXX submitted to USAA that I downloaded my self.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A