Date Received: 2020-07-28
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: So, on are about XXXX thru XXXX of XXXX, I tried responding to paying down some credit card debt with U.S.A.A and had made payment arrangements. I spoke with several agents in the Credit card dept. Talked with XXXX from member debt solution I.D . XXXX regarding my XXXX XXXX XXXX. In addition set up automatic payment plans with confirmation I.D . numbers as follows : XXXX, XXXX, XXXX. Spoke with agent XXXX on XXXX, spoke with XXXX on XXXX, XXXX from member hardship I.D . XXXX whom had a negative attitude. Essentially, other additional months ensued before some actions were taken because at the time of said arrangements, I believed they were in motion, much to my chagrin arrangements were not honored two months later. This resulted in several expensive fees on credit card accounts however one account remained in an arranged payment status, which is why it was baffling that, U.S.A.A did not answer my many request to alleviate these problems. Furthermore U.S.A.A continued to charge fees and place negative remarks on credit report, and since outsourced to collections with XXXX XXXX XXXX of which I have disputed with C.F.P.B and gotten a response in lieu of Covid-19 and inability to get a appropriate determination with U.S.A.A on how this problem got worse
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This event has happened approximately 8-10 times. When I make a principal payment mid-month, they charge me interest and escrow. I have to call them back and have someone fix it, and sometimes it takes several calls. We have only had the loan for a year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98503
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a loan with USAA SAVINGS BANK. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and XXXX and USAA SAVINGS BANK with no successful resolution. XXXX and XXXX are reporting me late. There was definitely an error on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have had a credit card with USAA for decades. I was furloughed in XXXX because of a tornado that was a Federal Disaster and then COVID-19. I contacted USAA several months ago to find out what my options were for managing the debt while experiencing a financial hardship. I explained to the Rep that the TN Dept of Labor was not distributing UI claim benefits - it took a call to the Senator and 10 weeks of no income. Since then I have received at least 280 phone calls from USAA on my mobile. I have tried to get a supervisor who might have better knowledge on how to resolve the issues, but I remain on hold until I am unable to wait. Please advise how to stop these stalker-like calls that I receive morning, afternoon, evening, and weekends.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37205
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
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 have a loan with USAA SAVINGS BANK, XXXX, XXXX XXXX, MUNICIPLES EMPLOYEES C. I have always made my payments on time. As you can see, I have always had a stellar payment record with these companies. I tried contacting all 3 Bureaus and USAA SAVINGS BANK, XXXX XXXX XXXX XXXX, XXXX XXXX CARD SER, MUNICIPLES EMPLOYEES C with no successful resolution. There was definitely an error on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: In XX/XX/XXXX, I began to receive notifications for a bill from USAA, who had previously provided me with renter 's and auto insurance. USAA had made the decision on XX/XX/XXXX to cancel my policy for non-payment. In XX/XX/XXXX, I filed Chapter XXXX bankruptcy. The debt owed to USAA was included in this bankruptcy. The bankruptcy was discharged on or about XX/XX/XXXX. However, USAA continues to attempt to collect this debt and alleges now that I have even enrolled in a separate policy. I have sent letters and several messages to dispute the debt ; demanded USAA cease and desist collection efforts ; provided three copies of my order of discharge ; and have spoken with a representative on the phone -- who verbally promised on XX/XX/XXXX to clear the debt but now refuses to honor the bankruptcy discharge. As of today, XX/XX/XXXX, it is my understanding that USAA will attempt to send this debt to collections.
Company Response: Company can't verify or dispute the facts in the complaint
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: on the XX/XX/2020. the was hacker into my checking account, and use app " XXXX '' to sent money out my account ( one times for XXXX and XXXX ) early XXXX around XXXX XXXX I dicovery it then Call ussaa bank to complain. they said open the fraud clamp and help me reset account XXXX XXXX. I did change password, security code. I did not I don t use " XXXX '' and like to remove it but they insist that is part of the bank. Next day when I check my account again the is total " six transfer " money out my account USING XXXX same receicers. 2 of them did go throught and 4 is stop and did return back to my account.time hap ) pen is within 3 min ( from XXXX to XXXX XXXX USAA BANK later issue letter state they found no evident fraunt found on my account. and refuse to refund my money. total around XXXX I did talk to IT guy in USAA and he said hacker used diference device hack into account I did call USAA AGAIN on friday but tey said decicion have been made. there no fraud on my account I like to help me how to get my money back from the bank and where Ican go for help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47905
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020 the XXXX deposited loans funds in the amount of {$25000.00} into a checking account with USAA. The funds were supposed to go to my XXXX XXXX Account. XXXX kept telling me the funds went to my XXXX XXXX account. So after almost a month I contacted the treasury department and was informed that my advance of {$3000.00} was sent to XXXX XXXX in which I did receive but the loan went to USAA which I hadnt been able to access the account before the loan was even disbursed. So I contacted USAA and spoke with XXXX who is a Supervisor and I asked why werent the funds sent back? I was told that XXXX didnt ask for them back and I was told that I have to wait 60 days for a check. USAA told me that they werent obligated to send the funds back or allow me to access my loan funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90004
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I bank with USAA and have since XXXX. On Wednesday, XX/XX/XXXX, I deposited a check for {$5000.00} from the State of Oregon, Oregon Department of Veterans ' Affairs for an education grant I received. On Friday, XX/XX/XXXX, I deposited a {$4400.00} check for a vehicle I sold to a customer of XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Just to clarify, I went to the XXXX branch with the buyer and sat through their whole loan process. XXXX took the vehicle title from me and cut me an Official check on the spot. I have a daily deposit limit of {$10000.00} with USAA. Everything is mobile deposit, as there are no physical branches. Funds are available immediately to be used. After depositing, I did some transferring between my USAA checking accounts to make some purchases. Skip ahead to Sunday, XX/XX/XXXX, my debit card declined. I go on to USAA and discover my entire account has been placed in a credit only status and both checks are on hold. Money that I had transferred to my debit card checking account, from the checking account I deposited the checks in, is now showing as a negative balance. I contacted USAA several times and was told the checks had been marked as fraud and expected to return, but I needed to wait the hold period to see what happens. I was told the XX/XX/XXXX check would come off hold on XXXX XXXX and the XX/XX/XXXX check would come off hold on Monday, XX/XX/XXXX. USAA said they were " unable '' to contact XXXX to verify the {$4400.00} check, and that I could call them myself to potentially expedite the process. Also, USAA 's fraud department does not speak with customers directly. I called XXXX and had a customer service rep in a matter of minutes. He verified the check to me and instructed me to tell USAA to simply call the same number I did. I passed this information on to USAA, who told me it doesn't work that way, it is all handled via a computer system. Assuming the checks would come off hold and clear, I decided to stick out the time. Well as of today, XX/XX/XXXX, my accounts are still locked down and I have no access to my money. I called yesterday, XX/XX/XXXX, and was told one or both of the checks are still expected to be returned. They are unable to tell me the reason why or what check ( s ) are causing the issue. Because my account is marked for fraud, I would have to wait until Monday the XXXX for the checks to clear or be returned. Only then could I proceed to try and get my account unlocked ... and once I clear up any negative balances that have been created. So at this point, it has been 11 business days since I deposited the XX/XX/XXXX, Oregon Department of Veterans ' Affairs check. It has been 9 business days since I deposited the XXXX XXXX XXXX XXXX XXXX check. Yet the funds are not accessible to me for use. I called again today XXXX XX/XX/XXXX ) and escalated to USAA 's Escalation Resolution Team. I spoke to a Senior Advisor there who informed me the whole situation seemed unusual. He could not see any issues with the checks himself, but he also did not have access to the Fraud Department 's information. He also said the funds were off hold, but the locked account is preventing me from being able to use them. The most he could do was take down a little more information on the XXXX check ( phone number, etc ) and submit a " front door '' request to ping the Fraud Department to figure out what was going on. This process could take 1-3 days. So at this point, I've missed some bills, racked up late payment fees, and have been out of my account and debit card access for 11 days. I have a mortgage payment coming up, along with a plethora of other bills. This entire experience has been a nightmare and thus far USAA has done nothing to ensure I am taken care of. It's been drug out, no resolution, and me as the customer gets the short straw. I'm basically broke, upset, and quite frankly I feel as someone has dropped the ball.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 977XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: About XXXX I joined USAA and got their credit card, after reading about them getting fined for violating banking laws I requested that my account be closed and all personal information be removed from their system They cancelled my credit card in XX/XX/XXXX but did not close my account. I called around that time and requested my personal information be removed from their system. The agent I spoke to said that was not possible. In XXXX of XXXX I found online that my account was still open. On XXXX XXXX I requested in writing that my information be removed. Thinking the matter had been resolved I again found my account still open when I checked on line. XX/XX/XXXX I again wrote to USAA Federal Savings Bank asking for my personal information be removed and my account and membership be cancelled. Again this was not done. XXXX XXXX I called and spoke to a XXXX? went over my issues and requested that my information be removed and account and membership be closed out. He informed me that that can not be done per company policy. USAA Federal Savings Bank is holding my personal information in their electronic system which is subject to hacking ( XXXX just recently XXXX. This exposes me to Identity theft and major legal problems. I don't see how this can be legal activity by a bank or anyone else.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A