Date Received: 2020-08-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Sunday the XXXX XXXX I was attempting to retrieve money from the ATM and the transaction was declined. That same day I contact the bank regarding. On the XXXX I called the bank and was told that a restriction has been placed on my account. After asking why that was, I was told that a letter was mailed out to me and my EX WIFE for verification and was the reason. I was wondering why my EX WIFE of 4 years would have to verify my account. I proceeded to explain that we have been divorced and she currently resides in XXXX, XXXX. On XXXX I called again and was told that if I would open another account and have the monies transferred to that account that would be the remedy. I proceeded to ask how I would do that as USAA does not have branches and I have to money to send although I have XXXX and XXXX of dollars in my account. On Wednesday I called USAA again and I was asked do you have another credit card with cash advance capability to send the {$25.00} to open another account? I replied no I do not!! Do you know someone that you can trust to send the money preferably a USAA member? The following day I asked my friend if he would do me a favor and he said he would again. I called the USAA and told the representative that I have someone willing to do the transaction BUT I was told the following after another three calls that my account has been restricted and that all my direct deposits will continue to be received but no money can leave my account. Now, I was furious and said I have complied with everything you have asked from me. I need to speak to a supervisor and eight hours later, I received a call back from a supervisor ( resolutions department ) who concluded there was a lot of false information given to me but again nothing was resolved. On XXXX I called and having contacted the XXXX team I was told that if I could get my EX WIFE on the phone and have her verified that would do it. On Saturday XXXX I have a conference call with my ex-wife calling international from XXXX and myself with a bank associate and a translator doing the translating. While all four of us where on the phone USAA wanted to send an ID number to her phone my EX WIFE proceed to tell them that the number that they have on file is no longer her phone and the phone that she has is a land line we have been divorced for years and to unrestricted my ex-husbands money. This same set up with myself and my ex-wife and translator and bank associate happen on two different occasions. Now I was told that my ex-wife needs to upload an ID of hers so that it could be validated and she complied as instructed the ID had to be loaded up through the USAA site and was done through my tools. On XXXX I called the USAA and asked have they verified the ID now again I was told that it should be uploaded to a different part on the site they said send it to USAA site but to the ID proof. Again, I complied and uploaded it as instructed. The following day I called the USAA and was told that it should be uploaded to USAA site but to VERIFY section. Again, that evening my son and I tried several times and it said that the server was done. On XXXX I called the USAA bank and told the bank employee that I want a supervisor higher up to call me and she was very polite. I was not able to register my kids school and I am struggling with food and bills piling up while my XXXX check is deposited ( 25 year retired Veteran ) my work check is being deposited in USAA bank and I can not provide for my family as my account is restricted. If she would note that I will be filing the following. One more thing the supervisor has not called, and it has been over 24 hours Congressional with my Congressman, Americans with XXXX XXXX XXXX XXXX ), Comptroller of the currency, Letter to the president of USAA bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78521
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I went on FMLA with my work and I was short on funds to cover an OD on my account. I advised USAA of this FMLA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78207
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020, I recevied a phone call from USAA about suspcious activity on my account. I was busy and did not see my phone ringing, I phone USAA back within the hour. I was told by the banking representative that day that XXXX dollars was transferred out of my account via XXXX. We ( me and that representative ) walked through the steps of securing my account again and submitting a fraud investigation in order to have my funds returned to me. On XX/XX/XXXX, I spoke to another representative from USAA about my acccount having a restriction on it that only allows the deposit of XXXX dollars at a time over mobile deposit, I learned then that USAA had determined the previously mentioned XXXX fraud claim as my responsibilty and was punishing me for it. That representative and I opened a appeal of that fraud claim, I was sent a notice on the XXXX that once again, they determined that no fraudaulent activity has been found. I phoned in again today ( the XXXX ) to ask for the documentation supporting their decision. The documentation was unavailable and i'm waiting to receive it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87031
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On XX/XX/XXXX and XXXX, XXXXhree checks of ( {$1900.00} ), ( {$2100.00} ) & ( {$2200.00} ) were deposited into my bank account and were later found to be UTL ( Unable to locate account ) then were returned with fees. Also, a XXXX to a fake name XXXX XXXX XXXX XXXX XXXX to various numbers were sent out. I described that these were scams to USAA phone representatives and provided information of the scammers including names, phone numbers, social media accounts and addresses that I had to hunt for. All in all they said I'm held liable when this was unauthorized. I asked if I could dispute those charges and was told yes by one representative days go by I hear nothing. I ask again and I get told no by another. I started a fraud claim and ultimately got told that I'm held liable. I have contacted the numbers and emails to try to get these scammers to refund the money back but of course they did not budge. My accounts are now negative over - {$6000.00}, restricted to only credit and I have bills and other things to pay for. I could potentially lose my job and car due to this. The final option given to me was to take a loan from them or somewhere else and that will put me in more debt than before. I have so much evidence but my bank is not investigating further into this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2020 I made a purchase on the internet for a game console. The shipping was never confirmed through email so I reached out to the seller. With no reply from the seller I called USAA ( our personal bank ) to resolve the issue. The representatives encouraged me to file a dispute that would stop any further transactions and refund my money back. The representative for USAA said they would do a investigation and I would be contacted for evidence. Days later I get a phone call from the claims department of USAA requesting evidence. During this time frame I had received said package and it did not fit the description of what I ordered. I took pictures of the contents of the package for further evidence. USAA told me to send the package back to the seller and show proof. Once I mailed the package back and submitted all the evidence I was contacted again by USAAs dispute department after calling leaving a message for them to contact me. This phone call I was told I would need a second opinion letter in order to even submit my claim. The second opinion letter was to determine if what I received on the package matched the description. The evidence I had already submitted prior clearly showed this was NOT what I had ordered. I reached out to two different businesses for the second opinion letter both of which told me it was ridiculous that a bank would make this kind of requirement with submitted evidence I had already given. Neither business wanted to involve themselves with the bank due to not wanting to have legal issues. I contacted USAAs claims department back again to explain the requirement for the letter was not necessary due to already submitting the previous evidence pertaining to the case and no business would write the letter and get involved in a potential lawsuit. USAAs dispute team representative then told me the letter was not even going to be looked at it was just required. If the letter they are requiring is not even going to be read in the investigation then why is it being required to finish the investigation?! I have called USAA, reached out to them on XXXX and social media to expressed my frustration to them with no avail. The steps to protect your financial assets are just not there. This is a financial institution who thousands of our current soldiers and veterans look to for financial protection. Very disappointed to know USAA does not have Americas heroes best interest at heart.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 362XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/2020 i submitted a complaint about usaa federal savings transfering XXXX from my savings account to my checking account then wire transfering XXXX to an individual without my verbal permission. refer to complaint # XXXX when i realized this was a scam i called the bank and told them that my identify had been compromised.to please my accounts. a lady named XXXX at ext XXXX answered my call and did not freeze my accounts. i was not given a chance to stop payment on any of this. i spent a lot of time trying to resolve this. even after the bank closed the investagation i kept trying to resolve this scam and get my money back in my savings account. i have spoken to XXXX XXXX at ext. XXXX and XXXX XXXX at ext. XXXX they keep blaming me for giving security imformation to the scammer. i did not do this. on about XX/XX/XXXXi emailed ceo XXXX XXXX for help with my situation. on XX/XX/XXXX i reseived a call from the ceo office. i dont remember the ladys name i talked to but we discussed the case. in the discussion it was revieled to me that XXXX had not followed proper protocall. this was never brought to my attention. this bank was hideing this. also it has been brought to my attention that this bank has been giving out my saving act # instead of my checking. this was revield in a 3 way call with usaa.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 766XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34772
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Noticed at the end of XXXX my credit score dropped 90 points. After husband and I applied for a loan and were denied which was very unusual. Normally have excellent credit >750. Discovered USAA had reported a charge off on an account I had as a minor with my mother. It was closed 9 years ago when she filed for bankruptcy. Not sure why it was being reported now but it is well outside of timing for allowance on reporting. I did dispute with XXXX and directly with Usaa dispute center both electronically and over the phone without any success. Makes no sense as all my accounts with Usaa are in good standing, have a boat loan and vehicle loan for many years now, would never be the case if this were true. All inappropriate reporting and I want discharged from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60010
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I got a call from a number and they said it was usaa trying to check on a certain transaction and asked for my social security and other questions to varify my account. On XX/XX/XXXX two checks were deposited to my bank account addressed to me but they were obviously fake online checks. Immediately after the money was taken out and sent via wire transfer to other accounts and names. My bank usaa said it was not fraud, it was a scam and would not cover or help insure the money stolen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
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: I submitted a complaint to the FCC ( Ticket No. XXXX ) re a Company I have been paying on a recurring basis by credit card from USAA FSB. This Company has yet to respond to me or the FCC. My only remaining option, or leverage, is to stop paying them in hopes they will respond and resolve my complaint. To that end, I contacted USAA on XX/XX/2020 and asked them to no longer honor the recurring payment. The gentlemen I spoke with ( XXXX ) was extremely courteous and understanding of my problem ; but said they could not honor my request. He further said there was no facility for doing so and once I gave a vendor my credit card info they could submit, and have honored, charges into infinity. My only 2 options are to dispute charges after the fact or to cancel my card and start over ( a move requiring considerable time, effort and possible issues with my credit. ) If, according to XXXX I had set up a debit card for the payments, then I could suspend or stop same. He could not explain why one but not the other. I have been with USAA for approx. 53 years. Through XXXX I, according to him, registered a complaint to USAA but would not necessarily receive any feedback, answer or resolution.??? It is inconceivable to me that I can't, through the issuing institution, stop recurring payments on a credit card. Even if I'm willing to pay a fee ( similar to a stop payment on a check ). Hope you can help me with this. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 312XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A