Date Received: 2020-10-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA bank is hurting a military family of XXXX. The commercials are incorrect when it comes to fraud coverage. They want to call it a scam Instead. XX/XX/2020 someone committed fraud and stole XXXX dollars from my husband who is in the service and myself. My identity card and military ID was also stolen. A woman imitated ( stolen ) a surgical company name. And took money from us. We did not authorize the charges to her. The money was taken by XXXX XXXX and XXXX XXXX. USAA covered 2 out of 5 charges that were committed by the same person. They now dont want to cover the rest of the charges and are putting it into collections and told us they dont want to do business with us. They are picking and choosing what they want to cover for fraud and not cover. We called 30+ times reported it as soon as we noticed and begged and cried for help. They wouldnt help and would never call for information and made there own determination. We filed police reports with local detective and the federal trade commission. We gave the police all the information and found out the suspect. Usaa will not communicate or try to work this out and we are a family of XXXX on one income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Problem when making payments
Subissue:
Consumer Complaint: After Hurricane Sally, I received several texts and instant messages on the USAA app regarding the bank offering assistance to its members impacted by Hurricane Sally. For background, my house and neighborhood took a direct hit from the Hurricane ; I had spent over {$3000.00} out of pocket in additional clean-up expenses leading up to my request with USAA. Also, I have been a member of USAA for 27 years. When I contacted the bank about taking advantage of such assistance, the very assistance they solicited me to take advantage of, and even limited my reasonable request to only a two-week payment extension for my consumer loan, I was told that USAA was not offering any assistance. After I pointed out that I was contacted by the bank ; that they advertised the assistance ; they then came back and said that my zip code was not in the disaster area. After I responded that not only was my zip code in the disaster zone but I also had letters from FEMA and SBA as proof that I was officially declared within the disaster zone, they came back and said that USAA was not currently offering any assistance for Hurricane Sally victims. They sent me the attached letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am a XXXX year member with USAA and a retired XXXX XXXX XXXX member My USAA credit card was closed after USAA claims I did not respond to their request about additional information concerning my ex-wife of ten years. I spent numerous hours trying to remedy this situation and finally sent three e-mail directly to the USAA Chief Executive Officer ( CEO ) asking for his personal involvement. The CEO simply handed off my complaint to a staff member who claims it will take " some time '' to resolve my complaint - meanwhile, creditors are attempting to charge my credit card - with charges denied. Rather than reiterate all the details of this fiasco, please refer to the three attachments that I have sent directly to the CEO, XXXX XXXX XXXX. The attachments to the three e-mails I am attaching to this complaint. I understand that your involvement may take some time, but I had hoped that USAA would be more timely and responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19966
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I have been with usaa since XXXX and usually LOVE them but i have just found out that even though i have always had their auto insurance and paid all my bills through them for multiple services like XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, usaa themselves ' full coverage auto insurance, and XXXX leasing & recently XXXX XXXX they have not reported ANY of my positive pay history since XXXX when i got them for any of these services. So now i am unable to even view my credit score with XXXX XXXX because despite all these services including USAA 's own services have refused to do what theyre supposed to as a banking institution and even report that i have multiple open revolving and in good standing accounts with them. And now they wont let me link my free XXXX XXXX with them but my husband was able to and their fraud team has also declined to acknowledge our recent debit card fraud claims other than to send us new cards and not issue any of our money back OR even bother to update us on the status of our claims. And instead only decided recently to just start debiting our debit card accounts and other services whenever they seem to feel like it. Idk whats going on with usaa but if youre gon na brag about being all about the members having more control of their money and having easy zero liability dispute self-service options on the mobile app & website and just suddenly decide that you want to do away with that and replace it with having to call in all the time to customer service Representatives who may hang up, not have clearance or the knowledge to even submit the dispute properly & issue those temp credits back to members while the claim is still under investigation like they always used to then obviously your bank is XXXX or doing something wrong to be all about members having more control of their money and then taking that away tell me replace it with the XXXX option possible especially for military members or people who work a lot like me during the Coronavirus we don't have time to call in and we don't have time to sit and be without our money for no reason and have to wait on a card in the mail or pay overnight shipping fee of {$8.00} because y'all messed up like service members are overseas or all over the world they can not be waiting for debit card to go to their house and they're on the other side of the planet that's ridiculous and I saw her recently USAA just got fined XXXX XXXX dollars by the federal government for improper bank practices and honestly with how they been since XXXX i cant say im surprised. My husband and i are probably leaving them later on in the day for XXXX XXXX honestly that we can trust like we used to trust them but obviously their priorities have shifted I just want my positive payment history updated from them after all these years so that I can move on they shouldve reported my having accounts with them and services and countless other bills through them since XXXX way back then like this is ridiculous. I'm XXXX years old and they're the reason I can't build any credit because I always get to know I'd do the lack of positive payment history any payment history or lack of sufficient credit use and now I find out it's because they didn't want to do their job and report that I even have accounts with them in the first place I have no score because of them and I'm XXXX years old I'm trying to start my life and build a solid foundation for the rest of it that is wrong that they're getting in the way of that on top of everything else they've done to us lately something needs to be done about their practices lately and the fact that they don't report anything like they're supposed to as a bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77539
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2020 my husband noticed a XXXX XXXX transaction was sent to a XXXX XXXX from our checking account from USAA and asked me about it. I replied I did not make that transaction from XXXX at all. He immediately called USAA and reported fraud. As he was talking to a representative, I checked my savings account and noticed another XXXX was taken unauthorized through XXXX two days prior which was that Saturday, so I got on the phone and reported that also. Our accounts were frozen for 72 hours and then after that no call or update, all our pending transactions were released. At this point, all our funds were removed and placed in another account that was not involved. On XX/XX/XXXX, I got two emails saying that my claims were denied and no fraudulent activity was found and the cases were closed, immediately called USAA and due to Covid, requested a representative call me back due to the wait times. The representative called me and I expressed my concerns and requested the documentation to be provided stating why it was closed because the letter I got stated I could get them. She told she would request them and it would take one to three business days and she would have everything reopened and a fraud analyst call me. This was Wednesday and I gave USAA until the following Wednesday. At this time which is now XX/XX/XXXX, I called USAA again asking the status of my claims and my documents. The representative even sounded confused to why it was closed because their findings made no sense to him. No notes from anyone looking into the two claims nor did I receive any documents. I told him on the XXXX, that USAA has until the following Wednesday to contact me with some sort of progress or documentation. I stated he could annotate the account I would file a complaint with the CFPB that this was not right. Its now XX/XX/XXXX and NO ONE has reached out to me via phone, email or mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66441
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
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 the morning of XX/XX/XXXX my credit card was used with the pin number to withdraw over {$3000.00} in less than an hour. USAA has not been helpful in the slightest. They ignore my phone calls and take days to respond. Somewhere between XXXX XX/XX/XXXX and XXXX XX/XX/XXXX, my cards were lost/stolen. I had no idea I was missing them until the next day. According to their policy only {$1000.00} should be able to be taken out on a credit card in a XXXX hour period. The fraud department told me it varies based on ATM while over 6 reps in the credit card department have told me it is a {$1000.00} limit and confirmed it is not ATM based. Their system failed and they are trying to make me pay for it. This has been very difficult to resolute. USAA made no effort to look into the fraud, they never bothered to try to gain video footage. 2 of the locations money was pulled from was literally banks, and they told me I have to do it all on my own. I tried to do that and realized I need police help so I filed a police report. This was filed almost two weeks after the event as USAA never recommended or suggested filing one. I was unfamiliar with this and thought they were handling everything. They have been rude and uncooperative. USAA is failing me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53214
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Ive had XXXX separate disputes with USAA in recent months and they are blindly siding with the merchant. Most recently, I spent upwards of 40 days arguing the validity of a dispute with them only for it to finally be reimbursed by the merchant themselves after threatening legal action. They claim that they send documents and they do not, they make not attempts to reach out via electronic communication even though Ive signed up for them, they cite letters that theyve mailed, they lose evidence. My last once went as far as telling me that I had to prove that this merchant was who I said they were because the point of sale company didnt match the company name. Even though I had time stamped transaction details and written communications with the merchant acknowledging the debt. USAA not only didnt believe me, they wouldnt believe the merchant either. They are enforcing customers to investigate their own claims ( hours ) and pulling back credits with no explanation or notice. An agent admitted that they recently changed their claims process. They also refuse to disclose any evidence of their ruling. Nor do they reach back out to the customer before ruling ( something they explicitly state that they will do ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
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 I made a purchase on XXXX for {$71.00}. On XX/XX/XXXX I received an email stating the the package was delivered. It was not. I contacted XX/XX/XXXXonXX/XX/XXXX requesting a return/refund. The vendor refused saying that the package was delivered. I received an email from the the ebay vendor, XXXX, on XX/XX/XXXX @ XXXX that said, " Tracking shows that the package was delivered to you ''. On or about XX/XX/XXXX I filed a missing package claim with the USPS XXXX Service request # XXXX. I received an email from the USPS on XX/XX/XXXX @ XXXX acknowledging my inquire and that they would review and investigate the information I had provided. After not hearing anything from the USPS and not being able to contact anyone I filed another missing package report on XX/XX/2020 report. Service request # XXXX. On or about XX/XX/2020 I filed a dispute with USAA about the charge telling them I had not received the package. USAA denied my claim and rebilled me on XX/XX/XXXX. I contacted them on XX/XX/XXXX and was told that it was my problem with the USPS and that my claim will be denied. I was contacted by the USPS on XX/XX/XXXX via phone call and was advised the package was sent to the wrong USPS facility As I am not the one who chose how to ship the item, the vendor did. I contacted the USPS again today Today, XX/XX/XXXX, I contacted the USPS and they informed me that the package was delivered to XXXX XXXX XXXX XXXX, XXXX '. My address is XXXX XXXX XXXX XXXX XXXX XXXX '. A supervisor from USAA told me that there is nothing they can do because the vendor would be out the money for the item and that my only action was to file a claim with the USPS for the money I'm out. I want USAA to adjust my account for the {$71.00} and admit their error.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/2020 - {$990.00} I notified USAA on XX/XX/2020 that there was an unauthorized charged to my savings account. Called every day to their Security Specialist at the bank, they promised they would look at it and call me back. They never called bank or write me a letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98006
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I requested an international wire transfer usually in US dollars by telephone ( as I always do ) for XXXX XXXX, XXXX XXXX and XXXX US dollar ( {$4500.00} ) on XXXX XX/XX/2020 thru my bank, USAA Saving Bank. But the incorrect amount was instead transferred. XXXX XXXX, XXXX XXXX and XXXX dollars ( {$45000.00} ), an incorrect amount, in excess by by ten folds was instead transferred from my account along with the total service charged of {$45.00}. The transaction took place on a Friday afternoon ( XXXX XX/XX/2020 ) and I realized that mistake at the end of my day that same Friday, but the banks have closed. First thing on Monday XXXX XX/XX/2020, I reached USAA International Wire Transfer Department by telephone, reviewed the mistake and inquired about what needs to be done. I was informed that a recall of the fund is the next step along with reviewing the recorded voice communications of the transaction. I was charged the first XXXX dollars ( {$15.00} ) recall transaction fee on XXXX XX/XX/2020. I waited the ten days while was also monitoring my online account for the recalled amount of {$45000.00} to post and no avail. In the mean time my family removed the amount of {$4500.00} when their need pressed for far too long. When I contacted USAA again about fund recall process, I was informed that intermediary bank stated that less than the recalled amount was present at XXXX XXXX in XXXX and that the entire {$45000.00} must be present for the recall. I have since transacted an additional wired transfer of {$4500.00} which replenished the deficit in addition to funds returned to account in XXXX. USAA would charge me a second recall fee of {$15.00} on XXXX XX/XX/2020 when it insisted that a second recall request thru their intermediary bank, XXXX XXXX XXXX XXXX XXXX was required. I then waited yet again. We are now in XX/XX/2020 when I call USAA again who charged me a 3rd recall request fee of {$15.00} on XXXX XX/XX/2020. It should known the from the time of the second and third recall fee charges by USAA Savings Bank, more than the recall amount of funds remained available in the beneficiary 's ( my family 's ) bank account with XXXX XXXX in XXXX. My family ( the beneficiary ) and I spoke frequently almost every other day who continue to confirm that more than {$45000.00} is available at his account at XXXX XXXX, XXXX and in US dollars. I called USAA again today, XXXX XX/XX/2020 who informed that my file has been closed. I have been given the case number of XXXX ( XXXX XXXX XXXX XXXX XXXX assigned case number ) and case number XXXX ( XXXX assigned case number ) by XXXX at USAA International Wire Transfer Department today. I have turned to Consumer Financial Protection Bureau for help. All I need is for USAA Savings Bank to work collaboratively with her intermediary bank, XXXX XXXX XXXX XXXX XXXX and XXXX to recall my funds sent in error. The amount of money may not mean much to USAA who has opted to closed my case file more than once. The amount of money involved in this recall is worth a lot to me, always. I worked for every XXXX. I have been very patient and respectful with USAA. I need your help. Wire error involved transferring much more funds than requested. USAA assured my the a recall process would restore my funds. I have paid three separate recall service charges mandated by USAA ( {$15.00} x 3 of total {$45.00} ) and waited over a month and half to recall my funds to no avail. USAA would tell me today that my case file is once more closed for unclear reason. My funds recall case file must not be closed at USAA because further can be done to recall my funds. I can not confirm that XXXX XXXX XXXX XXXX XXXX ( USAA 's intermediary bank ) nor XXXX ( XXXX XXXX 'XXXX intermediary bank ) have done anything within their means to recall my {$45000.00} sitting in the beneficiary ( my family 's ) bank account in XXXX. My family confirmed to me even today by telephone that the funds are available for the recall. I need your help recovering my money which I have confirmed is still available and recallable at will.. USAA states that I will not be able to speak to anyone at either XXXX XXXX XXXX XXXX nor at XXXX about my funds recall. I spoke to my family along with an XXXX XXXX executive in XXXX who confirm that more than the recall amount of {$45000.00} remains available in the beneficiary 's bank account at XXXX XXXX in XXXX. Could you help me to persuade USAA Savings Bank, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX all of whom are involved in this wire transfer process to recall my funds, please?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A