Date Received: 2020-10-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Ive had an account with USAA for over two years. Within the last month and a half all three checks Ive deposited have been placed on a seven day hold. Usually my deposits have been accessible immediately. The first hold was placed on my deposit of {$650.00} on XX/XX/20. The second was placed on my deposit of {$670.00} on XX/XX/20. The most recent hold was placed on my deposit of {$690.00} on XX/XX/20. The agents at USAA were never able to give me a specific explanation as to why this keeps happening. Im also aware of their failing grade from regulators with the OCC and was not able to receive any sort of help from them despite mentioning these concerns. During these trying times I have taken hourly and pay cuts. Its frustrating that USAA expects me to wait a full week for my funds this frequently. With a lower income and baby to provide for, every XXXX counts and I manage my money with the expectation that I will have it within a couple of days after getting paid from my employer. I can understand a 24-48 hour hold like every other bank in my experience, but a week long hold three times within the past 33 days seems very ridiculous to me. My funds were released after being transferred to management sometime after I made the deposit on XX/XX/XXXX. The first agent I spoke with said there was nothing that could be done and no one in higher power working at the time of day I called. It wasnt until after my fianc asked for more assistance that we were directed to someone of higher authority and the funds were released. The second time I called after XX/XX/XXXX, I was transferred to management and had the funds released to me immediately. I had to go through so much trouble but the money was there and approved. During this phone call I was never made aware of the policy that funds on hold can only be released once within a 70 day time span and was definitely not under this impression given that the funds has just been released to me twice within less than a month. When I called on XX/XX/XXXX the agents repeatedly used this as their defense to keep the funds withheld from me. First I was told it was a 90 day time span and then it turned into a 70 day time span so I was very flustered in what to believe or if I should believe any of it at all. When speaking with a representative on the XXXX, I was repeatedly ignored after expressing my concerns. When I would proceed to say hello? the rep followed with yes XXXX, I am still here to help you. This was very rude behavior and absolutely humiliating. Yet again it wasnt until after I had the assistance of my fianc that this representative proceeded to further help. I feel as if Ive been discriminated based on my gender and/or age both times it took fianc to rationalize with them. Id also like to point out that Ive always attempted to be very rational, respectful, and polite when speaking with these people so this kind of treatment was very unnecessary and demeaning. I plan to switch banks upon the release of my money. Im filing this complaint because I believe this is happening unnecessarily to many of their customers. They are stealing from people and should be reprimanded for this theft and their treatment of customers. I hope these policies and lies do not continue to be implemented and overlooked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78212
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ussa bank and credit cards for military and veterans says i was late making payments. I was in XXXX. I had auotomatic payment and money was taken out of account. Right now they have said they are taking them iff but it has been a year. I am tired if companies that lie through there teeth. All is somebody needs to do is get credit report that shows not if paid or not but the credit reports that show money amount. I payed usaa in XXXX and then they say i missed paymemt in XXXX. I havent missed a payment in 30 yearscwith any credit cards. Also american XXXX says in XXXX i was late ine day on the last 3 payments. I can rememner what happened like yesterday but it would take 2 pages. I had automatic payments with them too. Why would you pay paymentdms on timevfor 69 months then all of a sudden with no changes on life or job make paymebt late one day. I was in XXXX and got paid on 1st. The only thing that happens is there is 31 days in some months. I called them and asked why credit score webt down after i paid my car off with every payment in time. They are finance company and they made reason up why my score went down. It went down because i didnt have different credit types. They didnt know it and i took classes on credit. They made the late payments up because they dont give their own finance team credit reporting classes. I want legal dovumentstion from usaa credit and bank from FAIR CREDIT REPORTING AGENCY SECTION 604, 605, 609 AND 611. To show you that I didnt make payments late. I was in XXXX and thank XXXX i had automatic payments. These companies are triffling because i wrote bith of them and all 3 credit agencies for FCRA SEC 604 605 609 611. NOT ONE OF ALL THOSE SENT ME THE LEGAL DOCUMENTATION SHOWING ME THAT THEY ARE CORRECT. I KNOW I AM CORRECT BUT IF YOU GET IN FIGHT WITH BIG COMPANIES THEY SEEM TO NEVER BECOME WRONG. BUT THEM NOT SENDING ME 604 605 609 and 611 they have to takev9ff credit reportvand they havent.
Company Response:
State: PA
Zip: 17406
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Checking account balance sheet on banks internet site reflects a balance that ( auto adjusts ) after any transaction is executed and reflects the new balance after the transaction has been effected. The remaining balance reflects funds available to use. Members rely on the shown remaining balance to track further, additional or future transactions. Many transactions could be executed as a member pays bills in one session. Each time the remaining balance available auto adjusts to reflect remaining balance available for use. My payment to the CA DMV ( California Department of motor vehicles ) affected on or about XX/XX/2020 -- was initiated for an amount of {$230.00}. My account reflected the lowest available balance of XXXX. The e-Check I wrote to the CA DMV was for {$230.00}. The CA DMV issued a ( real time ) receipt of payment for {$230.00} by e mail that the payment was received. I received vehicle registration stickers via USPS. On or about two weeks later I received a DEMAND FOR PAYMENT letter from the CA DMV with additional penalty fees and NSF fees. I was also charged NSF fee from the USAA bank. I was ordered by the CA DMV to send only a cashiers check which I had to purchase for and additional fee of {$2.00} plus NSF fee and penalties which raised my DEAMAND DUE FEE to {$350.00}. ( Receipt for this USPS check is retained in my possession ) In communicating with the CA DMV the history of my complaint that the USAA Fed Bank was in error I was directed by them that in order to have the additional fees reversed and returned to me I would have to have the bank write a letter of explanation the error is on their behalf. I called USAA < I was routed to a resolution specialist who patiently listened then told me she would submit by complaint for review I asked for expected time of resolution and the resolution specialist was not able to report a definitive time. I believe that I am not the only USAA Member to receive third party penalties and third party NSF fees as well as NSF fees charged by USAA due to the design of the checking account register that reflects available balance and in good faith members write checks against this balance. I filed a complaint with two different federal banking agencies in addition to time on the telephone with the CA DMV and USAA personnel in attempts to resolve this issue again shared by the family of USAA members. my total time involve at this point is approx. ten hours. My last hourly wage was {$72.00} an hour plus benefits. Only because of repetitive exacerbation with difficulty navigating the ( recently ) re written USAA web I am aware that unless I stand up for my self no one else will. Many seniors with lessor computer skills and or patience or awareness that banks are banking on profits gained by people not taking initiative to file complaints. I believe a deep and serious federal audit is due. I can not be an isolated case. As of this writing USAA has not come forward with any explanation that I might be able to forward to the CA DMV so I may have NSF fees and penalties reversed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: RE : XXXX XXXX Solutions account # XXXX XXXX XXXX XXXX XXXX bought a JUNK DEBT for an account I had filed not ONE, but TWO proper ID Theft reports way back in XXXX and XX/XX/XXXX FTC report # XXXX ( see attached FTC ID Theft Report ). About a year ago XXXX began sending me collection notices for the USAA accounts listed on my ID Theft Report. XXXX of XXXX I sent XXXX XXXX XXXX a CEASE & DESIST request. XXXX XXXX has ignored that request. I do not owe any debt from USAA and XXXX XXXX is harassing me. I am again requesting for XXXX XXXX XXXX to Please Cease & Desist all communications, unless the communication is to inform me they will no longer attempt to collect on the illegal debt and will not attempt to resale the debt to another Junk collection agency. XXXX XXXX does have a legal obligation to Also for them to conduct a proper investigation and provide me a report of that investigation including the steps they took to investigate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: USAA DISPUTES XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Dispute XXXX : Policy reinstated due to non-cancellation-XXXX USAA On XX/XX/XXXX, I called to inquire about extending my due date for my policy that I have had for over 20 YEARS. I was told that the due date was XX/XX/XXXX. I wrote this in my calendar. I paid the premium of {$670.00} by XX/XX/XXXX. The reason is was late in the first place was because you were not mailing statements in a timely manner. I have been a customer for almost 20 years with excellent payment history. The statements were LOST in the mail and I never received any correspondence about any of this. I called on XX/XX/XXXX, I was told to have the payment in by the XX/XX/XXXX. USAA then went ahead and cancelled my 20 year old policy and upped the premium by {$3000.00} despite the fact that I was NOT late on the final payment. XXXX did not occur. My policy DID not cancel due to missed payments as I was following the recommendation of the agent who told me that there was a 10 day grace period or due date of XX/XX/XXXX which I met. USAA went ahead and Cancelled my policy when they TOLD me I had until XX/XX/XXXX and told me there was a grace period. I did as I was advised and found out USAA went ahead and cancelled my policy and increased my premium anyway! Listen to all the recordings and revert the policy back to what is was originally with no lapse in coverage. I was TOLD the due date was XX/XX/XXXX. I REQUEST my policy TO BE reinstated to what it was prior to USAAs mistake. I spoke with : XXXX Employee # XXXX Who also can confirm the conversation and confirm the recordings and the agent who told me I was still within the window of my current policy. My policy did not lapse so I would like my policy reinstated as it was prior to your mail mishap. CEO email : XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60025
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: on XX/XX/2020 i was contacted by the individual who contacted me on XX/XX/2020 about an XXXX scam. this XX/XX/XXXXscam started with usaa federal savings. this individual almost got into my usaa accounts again through an XXXX and an XXXX phone at the same time. i have 4 other banks on this XXXX phone. he was only interested in my usaa accounts. after i got him shut down i went to a different contact for XXXX this contact verified that it was a scam. i got my account straight with XXXX and they advised me to contact FTC about what happened. i now have aqn account with the FTC. on XX/XX/XXXX this scammer again was only interested in my usaa bank account. usaa is not investagating what is happening. they will not admit that i tried to stop this scam because they have chosen to support the scammer. they have admitted that they did not try to stop this scam untill 3 days after it happend. i have documentation on this. 3 days was to late. when i called the bank on XX/XX/2020 ti stop the scam and freeze my accounts they refused to do it. they supported the scammer i am a XXXX vet and very easily taken advantge off. and that is what this bank is doing. that XXXX should have been put back in my saving account but i belive it went into an employees account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The week of XX/XX/XXXX, I made a call to USAA to inquire about graduating my secure credit card to a non-secure card. I was told by the rep I had to apply for a new card ( the rep never took into account that I already have 4 cards with USAA and was only inquiring about the secure card that I have held for 7 years ). I made a request to speak with management regarding this matter ( I was placed on hold for 6 min. ). Then I was told that a manager was not available and that one would contact me. I waited nearly two weeks for the call. On XX/XX/XXXX, I reviewed my USAA credit card account only to find that my credit limit had been cut in half ( from {$6000.00} to {$3000.00} ). This card had not been used for 4 months due to my paying off my credit card obligations ( and having excellent payment history for the past 24 months and being out of work for 6 months during this covid pandemic ). In doing so USAA is liable for creating a negative effect on my credit history credit card utilization thereby causing harm to my personal credit. The representative took personal action to lower my high balance card due to our conversation. There is no way, that USAA can say that my limit decrease was due to credit when all of my other cards limit were not changed with USAA. I want my card limit restored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Two online bill payments were paid on XX/XX/2020 with a arrival date of XX/XX/2020. After callling customer service. The two payments XXXX XXXX {$15000.00} and XXXX XXXX {$13000.00} were sent out by mail on XX/XX/2020. Due to increase traffic and issues with the U.S. mail. The items my be delay or loss and could result in more interests and late fee being charge on credit cards I wanted to pay in full. Customer service was unable tell give me a reference on what determines whether a payment would be sent ETF or by mail. The Payment was made on the XX/XX/2020 and the arrival was date was XX/XX/2020 on the bill payment site.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Yesterday, XX/XX/XXXX, I made a payment in the amount of {$200.00} to my credit card. My credit card has a limit of {$250.00}. I used an external account, which is an account that is not in the bank where the credit card is associated. I have made my payments on time for more than two years. I have not had any returned or bounced payments. I have used two external accounts to make payments for this credit card for over two years. Today, XX/XX/XXXX, I checked online to ensure that my balance reflected the payment I made yesterday and it did not. My balance still showed the same amount as before and there was a statement under my account stating that " available credit will update on XX/XX/XXXX ''. I pride myself on keeping my credit usage below 30 % so every month before my statement is released and before the bank reports to the credit bureau, I ensure that my balance is paid to at least 30 %. It is extremely disappointing that I have shown loyalty to a financial institution that is treating me like this. I feel like I'm being punished for using my credit card and paying it off every month. I was told by one representative, XXXX, that it could be due to me making irregular payments ( {$50.00}, {$170.00}, {$200.00}, etc ) that my account was flagged and my funds were placed on hold. I escalated the call and spoke with a supervisor XXXX who told me that it was likely that my payment was being verified and that my payment of {$200.00} in contrast to the balance on the account at the time of {$240.00}, caused the account to be flagged and the {$200.00} placed on hold. Again, I have used this external account for over two years so I'm not sure why it was flagged. It's extremely frustrating, stressful, and disappointing. I expect more from USAA and right now I'm not getting more. I'm getting stress, headache, and sadness. If my credit score is lowered because my credit utilization is high from USAA not applying my payment, I will be extremely upset I worked really hard to increase my credit score and maintain good credit over the years. Even if that's not the case, even if the payment is applied but the monies are just not available to me that is still an issue. USAA is not being reliable right now and not showing support to me, who has been a loyal customer in banking, investments, and insurance over the years. I'm really hurt by this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92301
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX we hired a credit repair agency to clean up my report and on XX/XX/XXXX we saw the improvement we were looking for and proceeded to put an offer in on a house and go under contract the next day. We were however off by just a few points and the credit repair agency said they would be able to get those number up before we closed. However when we got the report on XX/XX/XXXX - USAA reported two additional past due, one at 60 days and one at 90 days on a closed account from XXXX. These two additional hits caused a 25+ point drop in my credit score. This was done and we now have no recourse and according to USAA it will take 60 days to fix in what took them 6 days to destroy. The issue I have with their error is that 25+ will cost us almost {$12000.00} because if we would have gotten the 10 points based on the XX/XX/XXXX report we would have gotten lender credits to cover all the costs required to close on our house. Because we did not find this out until 10 days before closing we feel our hands are tied but we want this to be reported that USAA is in fact not taking care of Veterans which is their tag line but in fact finding ways to punish them and leave them out to dry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A