Date Received: 2020-09-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: this is in responce to XXXX i have to do it this way because usaa will not respond to me. if i call XXXX XXXX i will get an answering machine and she will not call back. i did not do what they are accusing me of. i did not give out the imformation they are accusing me of. i did access my account to get my account number and routing number. i never spoke to the person receiving the wire transfer. i was aware of the name because that is when i called usaa to secure my accounts. XXXX done nothing to secure my accounts. she interfered in secureing my accounts. i was made aware she did not follow proper protacall. i never got to finish setting up my saving account. i dont remember a DAD. every time i file a complaint usaa puts something different in responding to the complaint. i am short XXXX in my savings account. this bank was corriusponding with someone from XXXX on this matter. they did freez my accounts
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA has been reflecting incorrect amounts on my available balance, it seems that they have been knowingly miss stating this amount so that I will spend above it to go into overdraft for my checking account. I was charged for XXXX $ on the XXXX of XXXX and my account balance reflected this, even though the charge was pending, which is normal that the available balance would reflect this charge and my balance show this debit. For some reason, I am just now having this amount being reflected, had my account balance misstated and am now in overdraft, USAA is currently telling me that it was not shown as debited until today 's date the XXXX of XX/XX/2020, but per a statement summary on the XXXX of XX/XX/2020 the amount was reflected as being debited. As well there were pending charges from XXXX totalling over XXXX XXXX and on the XXXX of XX/XX/2020, possibly XXXX, I was told by a representative that the charges were being reversed and the amount would be put back into my account within 3-5 business days. I do believe that my account is being miss reflected knowingly, and the further issues are knowingly being incurred by USAA, this is not the first issue I have had with USAA. I am also being told that my available balance prior to the XXXX was XXXX but per the statement it was XXXX. USAA is unfortunately giving me multiple reasons which none answer the problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have an account with USAA bank and had a previous additional account holder. The additional account holder was removed ( or should have been removed from my account over a year ago. On XX/XX/2020 I was alerted that my account balance had been totally taken to XXXX. After contacting the bank, I was told there had been two transactions made by the previous account holder one for {$2400.00} and another for {$1100.00} transferring all funds that were in my account to an account he had just opened. I immediately told the representative this was unauthorized and to return my funds. I was told he was never removed from my account so there was nothing I could do about it. I asked to speak a supervisor and was given a lead. The lead repeated the same thing as the representative and I again requested a supervisor. A supervisor contacted me the next morning XX/XX/2020 stating that USAA made a mistake they located all the documentation ( it was misfiled ) to remove the previous account holder and my funds would be returned. A week later I still had not received my funds back so I called back and was told that it was determined that there was no fraud and the case was closed with the previous account holder still on the account although they found the documentation. After speaking to several people they apologized again removed him changed the address back to the correct address and sent it back to the fraud department to review and return my money to my account. I received a letter dated XX/XX/2020 stating once again that after review they determined the there was no fraud. This person was supposed to be removed from my account a year ago and was allowed to transfer over {$3500.00} from my account without my knowledge. I have filed numerous claims stating this transaction was unauthorized and am willing to file a police report if needed. The bank has admitted fault more than once but yet I am still fighting to get my money back based on bank error. I received a call on Tuesday from an advocate who stated he was handling my account and I would receive a call or email the next day to verify the totals of the amounts to be refunded into my account. It has been several days 2 months after the initial occurrence and I have not received an email or a telephone call. I have left messages on his extension and no one is calling me back. Can you imagine if someone took over {$3500.00} from you or your family how you would feel if no action was being taken on resolving the matter. USAA has previously responded that they will respond within 30 days. My complaint with this forum was initially filed on XX/XX/2020 it is not XX/XX/2020 an still no resolution. I have been attempting to get my money refunded to my account since XX/XX/2020.
Company Response:
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/152020 : unauthorized charges on credit card from XXXX {$49.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX ( TOTAL charges {$7800.00} ). My wife and I called our bank USAA on XX/XX/XXXX disputing the charges as fraud and cancelling the credit card from further use. My XXXX, XXXX XXXX, XXXX, XXXX, and XXXX accounts were all hacked. The XXXX XXXX, XXXX, and XXXX accounts were unrecoverable. USAA sends information to fraud team and takes the money off of our credit card account. XX/XX/XXXX, fraud team says the charges were valid and puts the money back on the card. Myself, wife, and mother, the three members on the card have repeatedly called USAA disputing the fraud teams claim from XXXX XXXX XXXX USAA claims they can not talk to the fraud team that made the decision but could message them to call us. This was done at least 5 times. The fraud team never contacted us. USAA finally provided us with a contact at the fraud team. We have left at least 5 voicemails to contact us back because they never answered the phone. We have been trying to reach out to XXXX as well. Due to the accounts being hacked XXXX would not discuss information about the transactions or the account. I have reached out to a lawyer to help dispute this claim. We feel vulnerable and extremely unsatisfied with USAA on this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a {$3.00} and some credit card bill, with some extra, that comes to over {$5.00}. Sent check to pay for first time ( moved bill pay to another bank and since this is last payment, sent check rather than set it up ) for the account. Check wasn't cashed, called, and they just threaten me with late fees or tell me to cancel the check ( $ 25+ fee for a {$5.00} check ). That was a stupid recommendation, that's someone reading off the script and not thinking. USAA should have figured that out and written a script for the reps answering the phone by now for that situation. Second, they didn't have the credit card acct # on it, so I get it back on Saturday saying they couldn't apply it, but are threatening me with fees. USAA should have something in place where when they receive checks, they can figure that out. Not expect folks with NO branch ( they removed it a couple of years ago ) to pay ANOTHER fee because its late AND another stamp for it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2020-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX XXXX I tried to access my USAA account via my XXXX. My account has a high amount of money. I wont say the exact amount but close to {$100000.00}. I got a message saying that, for security reasons, my account had been locked and to contact USAA to resolve the issue. At this time, I could not even see my accounts. No access whatsoever. So I called and each representative I spoke to said that no one would be able to help me until XXXX central time. They could not give me any information as to why my account was locked and when I asked them to verify that my funds were still there, they could not. I asked them if I was still able to use my debit and credit cards and they said Im not sure. So I got into my car and drove to the ATM. I tried to take out money and the ATM said insufficient funds. Of course I knew that this was not true. I had plenty of money in my account. I have now spent the entire night not knowing what happened to my account. I am in complete distress and I honestly feel sick about this situation. I do not understand how my account can be locked and theres not a single person from USAA to help me out. I received no warnings and there was no activity out of the norm that I did. This honestly feels like theft or someone holding my money hostage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a power of attorney set up with USAA Federal Savings bank for my sister to make payments and do all things pertaining to on an automobile and the automobile loan. ( I am in the military and have orders assigning me to XXXX XXXX. ) When the person called to set up automatic payments she was told that automatic payments were scheduled. The automatic payments never came out of the account. When she called to try to make a payment over the phone the company did not honor the POA. They did not allow her to make payments and constantly told her that the POA was not sufficient. This caused the account to become 90 days late and go to collections. I did not receive any documents in a timely manner to my current address to be able to address the missed payments before it was sent to collections. When I called to find out why the loan was sent to collections, I was told that they no longer have any information on the loan. They also could not tell me who to call to address the debt. When I received a letter from the collections agency I gave the information to my sister. The collections agency refused to speak with my sister or honor the POA. The collections agency told her that the debt was being sent back to USAA. The specialty department at USAA who supposedly took over the debt also refuses to speak to my sister ( POA ) to resolve the missed payments or allow her to make payments to resolve the debt. When I called USAA to get the information on who to speak to regarding why no one will allow my sister to my payments or access the needed information, I was referred to a specialty department that was closed. The fact that USAA has refused to honor the POA or allow my sister to make payments has resulted in the account to be 90 days late and sent to collections. This has damaged my credit score and is jeopardizing my security clearance with the military. USAA has two POAs on file. One was a POA specific to USAA and the latest POA was completed by the XXXX legal office. The latest POA has been attached to the complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX USAA / XXXX been tacking on unwarranted late fees to my mortgage principal. There have been thirty two such late fees and USAA has used principal only payments to pay for the supposed late fees. The problem with the late fees is i have never made a late payment -- USAA receives an electronic payment from my XXXX XXXX XXXX account for {$1200.00} on the first of each month -- USAA applies late fees after theXXXX of the month. I have spent many hours on the phone trying to get this problem corrected without success. Today, XX/XX/XXXX, i happened to noticed a {$62.00} late fee added to my upcoming XX/XX/XXXX payment of $ XXXX that's a late fee on a payment yet to be made. I called USAA and spoke to a supervisor, Ms. XXXX XXXX and she immediately removed the {$62.00} fee. Ms. XXXX provided her direct phone number : XXXX. A Mr. XXXX XXXX responded to a XXXX complaint ( complaint number XXXX ) i made but has not contacted me as promised. Mr. XXXX did not provide his title nor any contact information. I have had two homeowners policies and two auto policies plus the mortgage loan simultaneously with USAA and pay on time and in full. I consider these late fee to be fraudulent and wonder how many other vets this is happening too.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: After a previous complaint with CFPB ussa contacted me and stated they would attempt to help me. they refunded me for two nsf charges, I was originally charged 22 fees resulting in {$630.00}. I was told that they would try to help with the rest of the fees after further review. later in the day I recieved a email stating that ussa only charges a max of 3 nsf charges per day. after seeing this I check my online statement and saw that they changed every nsf charge ( that all were originally charged and dated within a two day period ) to reflect that there were evenly spaced charges, three per day. I've never seen anything like this! this has to be illegal!! They fraudulently changed the dates off these fees to fit their policy so they would not need to refund them. I have cell phone pictures of the original screen showing the real fee transaction dates, which were all in two days!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: USAA discriminated against me as a homemaker, and ruined my excellent credit in one day, by deceiving me and sweet talking me into applying not once, but twice for a small used car loan! I am a XXXX year old homemaker, mom and grandma. I have excellent credit. I have been married for years. My husband and I own our home. We have a good, solid income with little debt. I thought I could trust USAA, as our cars are insured through them. We've been customers with them for years. USAA kept information from me concerning " verifiable income '' for the small car loan I was applying for. You see, because I am a woman and a homemaker, I was discriminated against, when it came to getting approved for a car loan, because my income comes through my husband 's job. USAA treats me as if MY job as a homemaker means nothing. I had to research this information on my own, after being denied twice for the small car loan, as USAA didn't give me any indication during the loan process, that my " homemaker '' status may hurt me when applying for their loan. In other words, USAA thinks my husband 's income is HIS money and NOT MINE. How much more sexist and biased can this get? Because of USAA 's discrimination against me as a homemaker and failure to tell me about possible issues with " verifiable income, '' I now have two hard inquiries and two denials for a car loan on my credit report. I'll be lucky if I can get credit for a grilled cheese sandwich now. I researched and found out hard inquiries stay on your credit report for TWO YEARS! My good credit is shot. I currently have a small car loan with USAA that's almost paid off. All payments have been made on time. I pay ALL my bills on time. USAA seemed very eager to take my loan information. They made me feel confident I'd be approved, NO problem. I was trying to buy my daughter a nice used SUV, as she recently had a baby. The employees at USAA made the loan process sound quick and easy. They told me " they could take my personal information and application over the phone. '' I found out later, from my own research, I could have done the entire loan process online, without sharing my highly personal information with a USAA employee who was working from her home computer. USAA never told me I could do the entire loan process online. Not once did any USAA employee tell me about any possible issues that may arise in getting a small car loan, because I am a homemaker. I got conned. I've been sick to my stomach all day. I couldn't sleep last night. All I could think of is that I am XXXX year old woman and my credit is now shot, thanks to the slick job USAA perpetrated against me. Why is it, I am treated by USAA as if MY life is not valuable? Why does my excellent credit mean nothing to USAA? My husband 's income and money is MY money too. Why does USAA discriminate against a homemaker like me? After denying my small used car loan not once, but twice, I was contacted by a man named XXXX. XXXX called himself a supervisor/ manager in the USAA loan department XXXX Here 's the kicker. I asked XXXX, the loan department manager at USAA, if he knew how long " hard inquiries '' lasted on a credit report? He told me he had NO idea how long a hard inquiry lasted on a credit report. I had to educate XXXX how long hard inquiries affect a person 's credit. XXXX didn't seem to care. Why on earth would USAA hire a guy like XXXX to head up their car loan/ credit department , with such little knowledge of simple credit terminology such as " hard inquiries '' and how loans work? XXXX 's lacking loan knowledge, coupled with the other USAA employees lacking loan and credit knowledge, only added to my credit being destroyed. If USAA thinks for one minute I'd intentionally ruin my good credit by applying for a car loan twice in one day, once as a cosigner with my daughter and then again on my own, just so I could be DENIED both times, they've got rocks in their heads. I think my loan should have been approved. There is NO WAY I should have been denied this small car loan. And, it's almost criminal how USAA shredded my credit in a single day and now refuse to do anything to remove the two hard inquiries from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A