Date Received: 2021-01-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX XX/XX/XXXX, I received a notice from USAA Federal Savings Bank at XXXX that I was being assessed a non-sufficient funds fee of {$29.00} because of a {$9.00} ACH debit that did not clear. On XXXX XX/XX/XXXX, I contacted a customer service representative via banks mobile app chat portal to dispute the charge and request a refund. XXXX, the representative that I was connected to, informed me that I was assessed the {$29.00} fee because when the {$9.00} ACH attempted to clear on XXXX XX/XX/XXXX, my balance was, according to her, {$8.00} when they attempted to clear the debit. I informed her that according to the ledger of posted transactions for XXXX XX/XX/XXXX on the banks mobile app, my balance never fell below {$9.00}. XXXX informed me that the system would not allow her to issue a refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was a client of this bank for over 10+ years, I called them while I was out of the country working and told them, I saw that money was being taken out of my account and I had no knowledge of who or where it was going. once I put in the complaint I was not allowed to have access to the account nor their website. Upon returning back to the states, I tried to reach out and still could not access the accounts nor website, so I tried to open another account at a different institution, I was told to call the early warning department and they told me that I have a negative account and could not be helped until I cleared this up. So I proceeded to call USAA and while talking to one of their representatives, I was told my account was closed because I had a negative account of XXXX. I proceeded to ask the rep, how did your bank allow someone to get negative XXXX, and the response was they didn't know because they've saw accounts close for negative {$5.00}. I was told it was under investigation over two weeks ago and no one have reached out to me. I was also told to reach out to their legal dept, nothing has come from that as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I tried to log on to my USAA account for the first time in a few years. I talked to a security specialist, who unlocked the account, then promptly relocked the account so we can't pay bills. All of our bills a due to come out in the next day or two, none will get paid. USAA says there is nothing that can be done. No one in the company can fix it. I'm pleading with the CFPB. I realize you won't get this resolved any quicker, but I hope it helps the next person in this situation. It's not a good place to be in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03104
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My account was recently compromised when my ex-husbands ( XXXX XXXX military ) bills were imported into my account. His name was not on my account and it should not have happened. In XXXX, while we were married ... I signed a trust named " XXXX XXXX XXXX XXXX XXXX. In XXXX, we got divorced and I opened a new USAA account and I paid money into our joint account until things could be separated. I was told our old joint account ( while married ) was closed. I spoke to USAA a couple of times about the tab that was listed under my bill pay on my new account. USAA reassured me that it was not an issue and that my ex could not access my account. In XXXX, I signed a new trust document named " XXXX XXXX XXXX XXXX XXXX '' and submitted the cover sheet and back page which was signed and dated. In XXXX, I signed a new trust document named " XXXX XXXX XXXX Revocable Living Trust '' and submitted the cover sheet and the back page which was signed and dated. In XXXX, I changed my name to XXXX XXXX and submitted the name change court paperwork to USAA. In XX/XX/XXXX, my ex-husband ( military member ) bills were imported into my personal bank account. I contacted USAA and requested they remove the bills. In XXXX, I signed a new trust document named " XXXX XXXX XXXX Amended and Restated Trust '' and provided the cover page and back page which was signed and dated to USAA. However, I told them I wanted the accounts closed as soon as possible. USAA had my account profile updated with my name of XXXX XXXX. USAA had my correct trusts on file but failed to update my name and trusts across all of my accounts. Additionally, at some point my trust became a secondary account holder to my account. USAA failed to follow procedures and update my account information across all my banking accounts. Additionally, they failed to read and check the dates on the trust paperwork I had submitted for my account. Finally, my ex-husband 's bills should have never been imported into my personal USAA banking account. During this process, I contacted USAA multiple times. I have been unable to get my checking and savings accounts closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Phone : XXXX XXXX I am writing to ask for your assistance with USAA banking and credit card refusal to adequately respond to a list of disputes on my credit card balances and to provide me with valid and formal information that will allow me to pay-off any balance due. I need to know where and who to pay. I am unable to pay-off a debt balance that I might have with USAA banking and credit card because they have not provided me with valid information on the new debt owner. USAA credit card services wrote-off the debt because I attempted to have the debt validated and try to get a list of issues resolved. Since XXXX, I have made numerous attempts, which have cost me tremendous time, resources and money, to finalize and pay-off a credit card balance- so that I can have this debt removed from my credit report. The balance of the debt is negatively impacting my credit reports.Added below, please see a sample of the letter sent to USAA credit card services and their executive resolution team. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X Corporate Headquarters Usaa XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, TX XXXX Att : Banking and credit card services ; Executive resolution team Please be advised that this is a formal notice asking Usaa to correct their records currently showing the erroneous balance of approximately $ XXXX of credit card debt from cards ending in # XXXX and # XXXX, both of which are closed.This balance has been paid in full between XXXX and now. This balance is not owed.Your records should reflect a XXXX balance.In addition, im requesting a refund for additional funds that were not accounted for, missing or shorted, from a previous savings account # XXXX between XXXX and XXXX. For several years now, I have called to submit multiple complaints about the possibility that my information and funds were mismanaged.I did not get any concrete resolution. After several attempts and phone calls asking for financial paper back-up, i was provided with statements showing financial transactions that yielded the following : 1 ) The credit card statements from XXXX to XXXX did not support or validate the claim and amount of debt as stated ; 2 ) Payments made to the credit cards balances were misapplied and did not effectively reduce the outstanding debt balance as stated ; 3 ) The savings account statements from XXXX to XXXX, that were provided, were illegible with descriptions of financial transactions that were dubious and incomplete ; 4 ) Charges were late posted, held back to be debited before posting credits ( made on the same day ) to the savings account, to purposely overdraw the account, return payments and post fees ; 5 ) The same process was used to post unauthorized charges, creating a false status of an overdrafted account to justify closing the savings account- after i brought the issues of possible fraud on my accounts by calling the corporate office ; 6 ) The terms of the credit card and interest rates were changed without consent or acknowledgement.The billing methods and a division of balances are against federal regulations and were done without, again, acknowledgement, consent or the option to opt out ; 7 ) The balance on account # XXXX was transferred to different accounts with news terms, recreating balances that were already paid ; XXXX ) Excessive fees were posted without justification.The credit card terms and conditions were arbitrarily altered ; 9 ) Charges were originally posted on the accounts on the date the billing cycle ended, were back posted on statements instead of being added on the following ( next ) billing cycle. This type of accounting/finance treatment allowed for unknown and unauthorized charges to slip through, and be on the account creating major discrepancies between charges shown electronically compare to charges shown on the paper statements ; 10 ) During phones calls made to Usaa, i was told that the interest rate has not changed for the past 10 years, reason why the interest of 6 % ( fixed rate ) on credit card # XXXX was only increased within the past years ; 11 ) Other time, I was told that the premium on both credit cards have not increased, yet the opposite is shown on the paper statements, which reflect an increase of both interest rates and premiums ; 12 ) I was locked out of my accounts several times.When i called to be unlocked and to access my account, i was asked questions that were not public information or security questions.This continued until i stopped calling ; 13 ) Payments were taken out of my checking account without my permission ; 14 ) Cancelled automatic payments were still processed and my account was double charged.I was told that i had to cancel one automatic payment set-up, hang-up the phone, then call back and cancel the second one.I later discover that it was not correct as it made no sense.I had electronically cancel the automatic payment set-up and received confirmation ; 15 ) I was given a barrage of misinformation and led many times in the wrong direction.At time, i was transferred to outside companies unrelated to Usaa ; 16 ) I was often transferred to the wrong department, and when i did reach the correct department to express my concerns, they were met with an illogical and unreasonable explanation as to why my payments have not reduced my balance, and why the documents provided looked falsified and did not add up ; 17 ) On the savings account, i would make deposits that would literally disappeared by the next day ; 18 ) During phone calls, i would be told that deposits made were either not posted or were still pending. However, the deposit will not be accounted for.It will be posted and debited with unauthorized charges-bringing the credit as a net XXXX ; Please correct your records and send me my refund. My membership extends for over 17 years plus. I have tried for several years to get these issues resolved and made multiple phone calls.I can be reached at XXXX. I trust that we can come to a resolution and a mutual understanding. Sincerely, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X I hope that you can assist me in getting this issue resolved and this debt removed from my credit report. Ican be reached by phone at XXXX or by email at XXXX. I look forward to hearing from you and to have this issue resolved. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I was solicited for a loan against my CD. I never wanted it and have been trying to get out of this predatory relationship and they keep stalling.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
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 Federal Savings Bank. USAA Federal Savings Bank 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 am a Consumer and Veteran who has fought for this Country and USAA Federal Savings Bank would rather use misleading information and deceptive forms to collect on an alleged debt that has been paid for through a consumer credit transaction. This is unauthorized use of my credit card 15 USC 1602 ( p ). Please see attached
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33598
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
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: On XX/XX/2020 my USAA Visa card was used to make fraudulent transactions at XXXX ( XXXX XXXX for {$450.00} ) and XXXX XXXX ( Unknown Item for {$200.00} ). I have not used this card in years. After these purchaes were made, I received a fraud alert text from USAA. I called them and advised them I did not make these purchases, nor did I authorize my card to be used for these purchases. They instructed me to destroy the card immediately, which I did. A few weeks later, USAA called me and told me that because I was later able to locate a USAA Visa credit card at my house, and the transaction appeared to be a " card present '' transaction, they were NOT going to classify these purchases as fraud. It is their premise that these purchases must have been made by myself or someone in my household. They advised I file a police report and work with the retailers to obtain proof that these purchase were not made by me, someone in my household, or anyone I know. Subsequently, I contacted both retailers and asked for their cooperation in acquiring transaction history as well as video surveillance and still photographers of the subject/s making the fraudulent transactions. XXXX provided me with the transaction information as well as video and still photographs of the subject. It should be noted that the subject is neither a member of my household, nor anyone I or my wife know or recognize. The Security Manager at XXXX remembers the day this transaction occurred, as the subject also attempted to make a duplicate purchase with another one of my XXXX credit cards XXXX a XXXX XXXX card I also have not used in years ). That transaction was immediately flagged as fraudulent, and the subject fled the scene. The XXXX store is also being very cooperative and I am still waiting for the security manager at XXXX to send me their transaction and video information. It should be noted that XXXX XXXX immediately recognized these purchases as fraudulent, however USAA has thus far REFUSED to remove these fraudulent transactions from my Visa account, even AFTER I signed a sworn affidavit and emailed them the transaction history and photographic evidence provided by XXXX. These are fraudulent transactions, and USAA is holding ME personally liable for these fraudulent charges In so doing, they are in direct violation of the FAIR CREDIT BILLING ACT ( FCBA ). To date, I have submitted multiple disputes to USAA, and made multiple pleas with them via telephone. They remain steadfast in their refusal to remove these fraudulent charges from my account. I am seeking the assistance of the CFPB in this matter, in the hopes USAA Federal Savings Bank can be held accountable for their refusal to comply with the FCBA. They are mandated by law to remove these charges from my credit. Thank you for your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello. My complaint is against USAA Federal Savings Bank. Here is the timeline of what happened. XX/XX/XXXX. I deposited {$1300.00} by draw from work to USAA VIA on Line App. XX/XX/XXXX. My truck is broken into. Wallet is stolen with debit card and documents. Break in and fraudulent debit card activity was been reported to USAA. Debit transaction reversed. USAA i also my insurance company and they paid property claim. XX/XX/XXXX. I receive a call from XXXX, CA XXXX. Detective XXXX had arrested a man with my ID over the weekend. I gave them permission to press charges and shared XXXX PD report number with them. XX/XX/XXXX USAA Reverses my initial deposit and debits my account {$1300.00} because of fraudulent activity that had already been reported. I report all information to USSA and they ay they will resolve in 10 days. XX/XX/XXXX USAA reports that they find no fraud and I need to go after the criminal, even though they have police reports. I explain that I do not understand how my account deposit is not protected. They tate that electronic deposit are not FDIC insured and it not there responsibility to protect and help with personal fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am customer of USAA and my son is a customer under my account. He just turned XXXX last XX/XX/XXXX and they send me a letter dated the XXXX of XXXX to submit some identification form for the minor and I called the bank explaining that here inXX/XX/XXXXdue to the COVID-19 issue the license place orXX/XX/XXXX is giving out appointments to get ids well over 6 to 8 months away. They without telling us or advising us at all closed the account and with held whatever funds where in both accounts checking and savings for the minor. I contacted them with my son and they didnt wanted to reopen the account after I send the papers that are very sensitive in nature cause its a lot of personal information that now its at the bank site and they tell me they dont know where the info is and they wont speak to me since my son is XXXX and the accounts are frozen unilaterally from their part. I dont understand why they are doing that since we have the account opened for over 8 years and the expected to get an ID in such a short noticed and they wont take the college Id as form and his social security card Was also submitted and they dont know their whereabouts. Thats a real breach in personal security and the people I spoke on the phone only hanged the line and wont tell us where is the photos of his personal info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00678
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A