Date Received: 2021-02-10
Issue: Money was not available when promised
Subissue:
Consumer Complaint: My brother XXXX XXXX, transferred 2 transactions each in the amount of {$330.00} from his XXXX checking account via XXXX to my USAA checking act. He received two confirmations from XXXX for both transactions. His balance did go down in the amount of {$660.00}. However, I only received one transaction in the amount of {$330.00}. The remaining {$330.00} did not go back into his XXXX checking or my USAA checking. I provided USAA with the confirmation number XXXX provided to him # XXXX, USAA states that is not a valid confirmation number, USAA has provided me with a Case Number XXXX. I am requesting the assistance and support of CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA is reporting debt not owed on credit report in the amount of {$2000.00}. I don't not owe the debt. Unpaid balance reported as a loss by the credit grantor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a customer of USAA for many years now. My wife is linked on my account as well. I have never had an issue with deposits and fund availability until recently. My daughter who is currently a service member was scammed out of a lot of money and my wife is listed on her usaa account as well. Usaa is now holding all checks deposited into my account unfairly. I have questioned it and was told its due to my wife being linked to my daughters account. My wife does no deposits on the USAA account and its honestly my sole account. I have requested it to stop and usaa is not acting on it. Yet again showing how they truly dont care about their veterans and long time customers
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I was scammed for {$1000.00} in my savings and {$500.00} in my checking account. I was also scammed by trickery for {$1000.00} on my credit card with XXXX XXXX. I contacted both my bank ( USAA ) and the credit card company ( XXXX XXXX ). Neither bank accepted my dispute and stated that because it was a scam and not fraud then I will not be refunded anything. I was then told by a co-worker that the CFPB is the next step. This is what happened with the scam. On XX/XX/21, I received a call at XXXX ( XXXX XXXX ). The first call was an automated message saying that my email was compromised and used for money laundering. I hung up and immediately got a call from the sheriff 's department ( XXXX ) XXXX. They asked if I wanted to turn myself in. They said that there was a warrant for my arrest because I failed to comply with the Department of Justice. I then got a call from special agent XXXX XXXX XXXX XXXX XXXX. He said that I needed to safe guard all my money and an agent will meet me the next day. He then said that I had to put all my money on XXXX gift cards. So, went to XXXX 's grocery store and I got 2 XXXX gift cards equaling {$1000.00} from my savings and 1 XXXX gift card equaling {$500.00} from my checking. I had to drive home, so he said that I could got to XXXX XXXX XXXX and get the gift cards from my credit card. I got 2 XXXX gift cards equaling {$1000.00} from my credit card. After buying, he asked for the card number and access code on the gift cards. After about 3 hours of going back and forth with the special agent, he told me that I would get a call from an agent the next day to set up a time to meet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I received a notice by text from USAA about an overdraft transfer from my primary account to my daughters account in the amount of {$990.00}, I check my accounts on my mobile app to see what's going on when I notice some fraud activity in the joint account I have with my daughter. I called USAA to let them know I need a fraud investigation due to the activity of fake IRS checks that were deposited to that account in the amounts of {$6500.00}, {$4500.00} and {$5500.00} and then were withdrawn from several atms in large amounts. I ask the representative how was someone allowed to withdraw {$800.00} at a time from several atms in the same day when I can't even withdraw more than {$400.00} in a single day but she answered she had no idea how that was done. The investor was submitted and I was told I had to wait about 45 days for the investigation to be complete. On XXXX XXXX XXXX noticed a {$990.00} charge pending from a XXXX that I didn't authorize and called USAA to let them know the charges pending didn't come from me and to see if they can stop the money from coming out since it was pending, I was told that for whatever reason they can't stop pending XXXX payments but they will submit a fraud request on my behalf to start an investigation. On XXXX XX/XX/XXXX I check my account and notice a misc debt taken from my primary checking in the amount of {$6000.00}. I call USAA to ask about the misc debt and was told it was taken to cover the fraud from my daughters account. I didn't receive a phone call, text alert, email or letter in the mail from USAA about the the outcome of the investigation nor was I given any options on how I would like to take care of the debt. I was talked to on the phone like I was a criminal and so was my daughter. I spoke with 2 different ladies that day and they both treated me as if this was all me and my daughters fault, I was told she must have given out the information to someone. I told both ladies that how dare they insinuate that we didn't anything to help someone fraud our accounts. My XXXX payment along with my retirement payment was taken and my bills were still pending or needing to come out my checking account to be paid, neither representative acted as if they cared that the institution caused me financial hardship by taking my funds to cover a debt that wasn't my fault or my daughters. I ask the resolution team representative about what was in the investigation notes since I didn't receive any type of notice and her reply was she can't tell me because it's my daughter 's account although I'm a joint owner of the account, I say " so USAA can take money from my primary checking account to cover the fraud debt but you can't give me any information from what's in the notes about the fraud investigation. After being frustrated with the representatives I have my daughter call and thats when I found out the fraud investigation didn't come back in her favor, although they see someone somewhere in TX was behind the fraud but because they called XXXX to see if her phone was hacked and XXXX said no they put her at fault as if she gave her banking information to someone to falsely uploaded some fake IRS checks to defraud the bank. I have yet to receive an answer on how someone was allowed to withdraw {$800.00} from an atm 11 times in one day, {$200.00}, {$480.00}, {$100.00} all in the same day from more than one bank when I can only withdraw {$400.00} in one day, and how is it that the activity wasn't pegged as fraud. On XXXX XX/XX/XXXX I was on my USAA mobile app and all my accounts had unavailable as the status, so I call USAA again to see what's going on, the representative said there were no notes in there and she forwarded my call to the resolution team, lady name XXXX was looking to see what's going on when she also said that the note was not clear to her on what's going on but it seems as if USAA was reserving their rights to not bank with me and that basically they have frozen all my accounts and I can't get my money until after 60 days of the account closing. I have bills still needing to be paid, I have no money and I have a household with kids to maintain. I got no warning from USAA before they took all I had and froze my money up. I have over {$7000.00} in my savings that I can't access right now, I had a lil over {$2000.00} in my checking that I can't access, my other daughters accounts were also closed out without notice to them as well. We all have our direct deposits going to USAA. If they already took money to cover the debt why freeze up all my money and close my accounts. I do all my banking with USAA to include my insurance on my property and vehicles not to mention I have banked with this institution for about 15 years and they never even gave me a courtesy phone call or email but the resolution representative did tell me they mailed a letter out to me on XXXX XX/XX/XXXX which I still have not received in the mail as of XXXX XX/XX/XXXX when I noticed my accounts were unavailable. I am a XXXX % XXXX veteran and I feel I have been taken advantage of an accused of frauding the institution where all of my assets are at. I have no money to survive off of for the month of XXXX. My funds should have been exempted from Debt collection via Automatic ProtectionsGovernment benefits like Social Security, XXXX Benefits, etc have automatic protections. The funds in my bank account are exempt because part of it was XXXX benefits and account can not be frozen even when there is a judgment against you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39206
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: i have a car loan with usaa my name is XXXX XXXX ss XXXX and its also under XXXX XXXX XXXX i was in the hospital in XXXX in XX/XX/XXXX so i was 48 days late making my car payment i stayed in touch with them and let them know that my husbanded the bread winner is in hospital i have no power of attorney over his affairs till now they told me as soon as i got out if i ought up with all my payments they would remove the late payment for XX/XX/XXXX since then i have not only made XXXX payment im all caught up i have it set on auto pay to pay my car note I'm sorry as you can see my husbands report XXXX XXXX XXXX dob XX/XX/XXXX that he has never missed a payment with any card and or account this is the first and last time and its due to crono virus however it is still showing as 30 days late for XX/XX/XXXX and im mall caught up they promised me it would me removed now they are saying take it up with credit agencies all 3 of them they lied to me anyways i just want thhe latye payment taken off my car loan account with usaa for XXXX thank you im all caught up on payments i have a dr note stating i was in quarantine in XXXX of XXXX i held my part of the deal now they should keep there end of the XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My long term bank, the USAA Federal Savings Bank, is requiring that I answer a number of questions of a personal financial nature before they will allow me access to my accounts. They are effectively locking me out of my accounts preventing from all functions. How can they do this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: USAA sent me notifications that I had been paid due to them billing me incorrectly on closed credit card accounts. I called them to find out where this credit went. Every representative asks for money for a debt from a renters policy that was discharged under a bankruptcy XX/XX/XXXX. I want an audit of my account and them asking for money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: ON XX/XX/XXXX I ATTEMPTED " TWO '' WITHDRAWALS EACH IN THE AMOUNT OF {$10000.00} XXXX PESOS EACH ( = {$530.00} U.S. EACH ) FROM MY USAA FEDERAL SAVINGS BANK # XXXX ACCOUNT USING A XXXX BANK ATM. I RECEIVED NO CASH OR RECEIPTS SHOWING WITHDRAWALS OR NO WITHDRAWALS. TOTAL LOSS WAS {$20000.00} XXXX PESOS, EQUAL TO {$1000.00} U.S. IMMEDIATELY I REPORTED THE TWO UNSUCCESSFUL ATTEMPTS TO A XXXX BANK ( XXXX ) REPRESENTATIVE AND WAS TOLD NOT TO WORRY. I IMMEDIATELY CALLED USAA FROM THE ATM LOCATION AND WAS TOLD NO TRANSACTIONS SHOWED. I PROCEEDED TO ANOTHER ATM AT SAME BANK AND WAS SUCCESSFUL WITHDRAWING {$10000.00} XXXX PESOS OR {$530.00} U.S. FROM MY USAA ACCOUNT. THE DIFFERENCE OF THE THREE TRANSACTIONS DUE TO A CHANGING EXCHANGE RATE. I HAVE NEVER DISPUTED THIS THIRD TRANSACTION. LATER AT HOME I CHECKED MY ONLINE USAA ACCOUNT AND DISCOVERED ALL THREE TRANSACTIONS HAD BEEN DEDUCTED. IMMEDIATELY I WENT BACK TO THE XXXX BANK TO TALK TO THE BRANCH MANAGER. AGAIN, I WAS TOLD NOT TO WORRY. HE ALSO STATED THIS WAS NORMAL AND THAT IT IS STRAIGHTENED OUT BY THE CUSTOMERS UNITED STATES BANK. USAA SHOULD HAVE NOTICED THE TRANSACTIONS FOR THE SAME AMOUNT, FOR THE SAME BANK, OCCURRING AT IDENTICAL TIMES AND SHOULD HAVE REVERSED THE DEDUCTIONS. USAA ALSO FAILED TO NOTE THE TOTAL OF TWO UNSUCCESSFUL AND ONE SUCCESSFUL TRANSACTION ON THE SAME DAY IS {$1600.00} U.S. THE TOTAL {$1600.00}. THIS EXCEEDS USAAS OWN SERVICE FEE SCHEDULE. THERE IS A LIMIT OF {$600.00} U.S. PER DAY A CUSTOMER CAN WITHDRAW FROM AN ATM. IT IS NOT POSSIBLE TO WITHDRAW MORE THAN {$600.00} PER DAY. AFTER USAA HAD GIVEN ME CREDIT DURING THEIR INVESTIGATION THEY AGAIN MADE TWO DEDUCTIONS FROM MY ACCOUNT. THIS TIME THE AMOUNTS WERE {$530.00} AND {$530.00} AND NOT THE ORIGINAL {$530.00} AND {$530.00}. THIS HAS CAUSED EVEN MORE CONFUSION AND ME MORE LOSS OF MONEY TO ME. USAA HAS PROVIDED ME WITH ONE DOCUMENTATION GIVEN BY THE XXXX BANK. THREE TRANSACTIONS SHOW FOR THE SAME DAY BUT ONLY ONE FOR {$10000.00} XXXX IS MINE. ALTHOUGH, MY TRANSACTION SHOWN IS DATED XX/XX/XXXX, TWO DAYS BEFORE MY TWO DISPUTED TRANSACTIONS. USAA FAILED TO NOTICE THIS. ALSO, THE THREE TRANSACTIONS ON THE DOCUMENTATION ARE SEQUENTIAL. THIS WAS NOT POSSIBLE ON XX/XX/XXXX. NO ONE USED THE FAULTY ATM BETWEEN MY UNSUCCESSFUL IDENTICAL TRANSACTIONS WITHIN A MINUTE OF EACH OTHER AS I WAS OCCUPYING THE ATM. THIS IS REFLECTED IN THE IDENTICAL EXCHANGE RATE WHICH HAD NOT CHANGED WITHIN THE MINUTE I WAS AT THE FAULTY ATM. THE FOREGOING SHOWS THAT USAA DID NOT CONDUCT AN ACCURATE OR THOROUGH INVESTIGATION. I SUSPECT THAT THE XXXX BANK HAS NO DOCUMENTATION OF TWO NON-SUCCESSFUL TRANSACTIONS ON XX/XX/XXXX BY ME. NO MONEY WAS DISPENSED FROM THE FAULTY ATM, THUS NOT BEING ABLE TO PROVIDE DOCUMENTATION. THE ONLY THING THAT HAPPENED IS REPORTING OF THE TRANSACTION WAS IMMEDIATELY ELECTRONICALLY TRANSMITTED TO USAA. USAA HAS NOT PROVIDED ME WITH ANY DOCUMENTATION FROM THE XXXX BANK SHOWING TRANSACTIONS ON XX/XX/XXXX. LASTLY, I HAVE ANOTHER DEBIT OF {$530.00} ON XX/XX/XXXX. THIS LEADS ME TO BELIEVE THAT USAA THINKS THAT THERE WAS ONLY ONE DISPUTE WHEN IN FACT THERE WERE TWO. THERE HAS ALREADY BEEN {$1000.00} U.S. OF MY MONEY MISPLACED. NOW I AM WONDERING IF ANOTHER {$530.00} IS MISPLACED OR WRONGFULLY DEDUCTED FROM MY USAA ACCOUNT DUE TO THEIR ERRONEOUS TRACKING, BOOKKEEPING, AND POOR INVESTIGATION. MY MANY CALLS ( AT LEAST TEN ) TO USAA HAVE BEEN UNSUCCESSFUL. THE MAJORITY OF TIMES I HAVE BEEN DISCONNECTED WHILE ON HOLD. I HAVE BEEN GIVEN VERY LITTLE INFORMATION ON THE STATUS FOR WHAT STARTED AS A DISPUTE FOR TWO TRANSACTIONS. I HAVE RECEIVED ONLY USAA FORM LETTERS SAYING THE DISPUTE IS BEING INVESTIGATED AND THEN THE INVESTIGATION IS COMPLETE AND THE MONEY HAS BEEN DEDUCTED AGAIN. THESE LETTERS HAVE BEEN SENT VIA USPS MAIL WHICH I HAVE INSTRUCTED USAA MANY TIMES TO ONLY SEND ELECTRONIC EMAIL OR MESSAGES. I PRESENTLY AM IN XXXX AND IT TAKES A MONTH OR MORE TO RECEIVE MY MAIL. I SUSPECT THAT MY MONEY WAS GIVEN TO THE XXXX BANK AND USAA CAN NO LONGER GET IT BACK NOR DO THEY WANT TO ADMIT THEY WERE WRONG AND CONTINUE TO BE SO. THIS IS FRAUD BY USAA. I HAVE ALSO WRITTEN WITH A LONG EXPLANATION TO BOTH CEOS FOR USAA. I HAVE NOT HEARD ANYTHING IN RETURN. THERE HAVE BEEN MANY MISTAKES BY USAA WHEN THIS STARTED AS A DISPUTE. I BELIEVE NOW IT IS FRAUD BY USAA. I THANK YOU IN ADVANCE FOR YOUR HELP AND APPRECIATE YOUR TIME IN HELPING TO RESOLVE THIS ISSUE AND HAVING THE MONEY THAT IS RIGHTFULLY MINE RETURNED TO ME.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85621
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I requested an Official Check ( Cashiers Check ) to be sent for my rent payment of {$940.00} on XX/XX/2020. I have called USAA at the very least 20 times over the past six months about this check ( including today ). I have been on hold for hours, requested call back from managers ( not received ), and requested my money returned to my account. After speaking with a supervisor last week, I learned that the check had never been cashed. It took USAA literally six months just to tell me that the check had never been cashed! After speaking with a supervisor last week, I was sent an Return Declaration of Loss form. It was profiled out with " Lost while in my possession/Lost by third party individual or company. '' I sent this form back with a correction that it was not lost by the receiver since it was never received. It was my rent payment that I had to replace! Calling USAA for months with absolutely no help from them whatsoever. I sent that form back to them by fax on XXXX XXXX. Today I called USAA yet again. After speaking with a representative, a supervisor then someone from their " CEO Office '' that takes calls, I asked one simple question. After holding my money for almost seven months, when am I going to get it back? ... .The reply was simply " I don't know - we're looking into this ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A