Date Received: 2023-11-29
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Moving family including selling existing home and buying new home. XX/XX/XXXX called USAA to get information before opening an account, and explained I would be selling my existing home and buying a new home. USAA said the account would be fully available without limits once opened. After confirmation, we opened account and on XX/XX/XXXX wired assets from home sale into account. On XX/XX/XXXX, we attempted to wire money to purchase new home and was informed there was a 30-day hold on new accounts and they could not wire to title company. After escalation, USAA stated they would waive the policy, took the transfer information and stated the wire would be sent that day or first thing on XX/XX/XXXX. XX/XX/XXXX, day of closing, wire never went through. There was no notification or alert or transaction log. Called USAA and they said the wire was cancelled due to the 30 day hold on account. USAA states they can not wire the money, and according to their deposit agreement, maintains sole discretion of allowing or disallowing any transfers services. Without physical locations, I could not access my assets within my account. They also explained they would not electronically transfer money nor issue a certified cashiers or tellers check. There is no written documentation within USAA website or deposit agreement that describes a 30 day aging period on new accounts for transfer services. They just reserve the right to disallow you from using those services for whatever reason they believe is just.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Yesterday, I deposited virtually my paycheck with my phone from my school district. The direct deposit that was supposed to happen did not go through, so I had to do it by picking up the check in person and uploading it. My bank took {$1000.00} of a {$200.00} check. I have no way to pay my bills, as I have a {$99.00} insurance bill that is past due. I have {$100.00} to get through the week, and gas alone costs me {$15.00} a day. I can't buy groceries, nothing. I talked to XXXX people and they say there is nothing they can do about it nor will the put me through to someone who can. They have done this to me XXXX times. They say NSF fees will do this, but the only NSF fees I've accumulated with them have been because they put a payment on XXXX of their credit cards through twice along with not posting my deposits. The deposit just vanished. They gave me {$200.00} cash advance off that card, throwing me over my limit and are now charging me higher interest for that cash advance that I wouldn't have needed had they not bungled my account. USAA is horrid -- this is the fourth time they've frozen a small amount of money and I need my money NOW. I sat in the parking lot at XXXX yesterday trying to get them to release the money just so I could go inside and get my meds. They wouldn't. Please, please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04401
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/XXXX requested removal of over draft service that caused fees. Fees were removed and I was told that service was no longer on my account. Moving forward the Now there are fees and the service was not removed. But the incurred fees were not removed although it was not suppose to be on my account. Spoke to XXXX : It was not clear on what needed to happen or what I was waiting for but was told someone will get back to me within XXXX XXXX was helpful to file a Compliant that Ibhave not heard anything back about Compliant # XXXX Case Number # XXXX Reference Document # XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: I am following my old complaint # XXXX which is closed now. So I created a new one. I want to close an account ( # XXXX ) that was fraudulently opened without my permission in the USAA bank in XXXX. I know that USAA Bank has already declined my request because of a lack of evidence of bank error. Also, I want the USSA bank to provide me with what kind of evidence the bank has that I personally opened this account. Also, I want the USAA bank to provide me with information about what type of document the bank accepted as proof of address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ) for opening an account # XXXX thief provided. If it's possible I'd like to receive this document I am asking the USAA to provide me with this information because from XX/XX/XXXX to XX/XX/XXXX I wasn't in the USA at all. That means that in XXXX when account # XXXX was opened I could not be legally in the US at this period of time and I could not provide any legal US documents to open this account. That's why I'm sure that the document " Proof of address '' that the thief provided ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ) to open this account was fake. So I am asking to answer these questions : - How did the thief open this account with fake documents? - How did the USSA bank accept this fake document in XXXX ( when I wasn't in the US and didn't have any legal status to live here since XXXX ) - Why the USAA bank doesn't want to close this fraudulent account without any evidence that I've personally opened it - Why the USAA bank doesn't request evidence from me that I am not liable for this account? I can provide scans of all the pages of my old and new international passports with a XXXX XXXX I had in XXXX ( when I received my SSN ) that expired in XX/XX/XXXX, and other traveling history in XXXX till XXXX when I again came back to the US with a new legal status to live in the XXXX for UXXXX XXXX XXXX XXXX. Just let me know where I can send it. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA XXXX {$21000.00} USAA XXXX {$16000.00} These accounts are reporting inaccurate on my credit report and I have been victim of identity theft I have provided all legal proof and documents to support my claim and I request you update your system and remove all inaccurate reporting items immediately
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Getting the loan
Subissue:
Consumer Complaint: Applied for loan with USAA ; was denied loan XX/XX/2023 because of XXXX score 1 ) Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high ; 2 ) Too many inquiries in last 12 months ; 3 ) Time since most recent account opening is too short ; 4 ) Amount owed on revolving accounts is too high ; After paying off debt to less than 31 % and increasing credit score to XXXX ; reapplied XX/XX/2023 and was immediately denied again. Letter stated : XXXX ) Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high -- at 30 % ; 2 ) Too many inquiries in last 12 months -- curently 4 ; 3 ) Time since most recent account opening is too short -- -over 12 months ; 4 ) Amount owed on revolving accounts is too high ; 30 % Called USAA loan service XXXX XXXX XXXX to get clarity on denial and the rep stated I must call XXXX because they are the reason for the denial and nothing more. She stated could be because I already have a unsecured loan ( never late ) or credit card balance - I stated that is not labeled anywhere you can't apply if you already have an outstanding loan ; didn't know what credit score was acceptable or number of inquiries were acceptable ; Credit cards are {$0.00} with USAA and stated that could also be reason for denial. Stated it was based on XXXX credit report. I stated without basic qualifications or even a credit score, how can you know if a person is qualified as XXXX just provides the information you use to review to make a decision. Feel this is discrimination if you can't provide details on why my loan was not approved and someone else was.. still waiting on call back from resolution team.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA has not been capable to handle a simple investigation. I talked to 3 USAA representatives XXXX XXXX and XXXX XX/XX/23 from their resolutions team, who assured me USAA made a mistake and not ALL information was considered when making a decision to take back {$200.00} credit from my account. Their derision to take back the credit was bogus and unfounded, claiming there were no pin failures. When 3 of their USAA reps had complete access to see not only there were MULTIPLE pin failures but different baks were used to withdrawal money. THOSe reps also concluded that XXXX denial WAS NOT accurate or agreed with the assessment. Most importantly on XX/XX/23 a new resolution was issue making me liable stating " to new information was provided '' when all the notes and evidence IS WITH THEM from their own usaa team members who submitted the necessary and available information, USAA is either playing or has untrained personal working these cases. I would like USAA to correct their mistake immediately, issue a refund and investing why they are failing their customers.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am a XXXX XXXX of the post XX/XX/XXXX war. I suffer from life threatening conditions that require me to travel to my local XXXX and at times to other places for XXXX. The Department XXXX XXXX XXXX has a travel program that reimburses XXXX for travel. Those funds are supposed to be distributed to me. I reached out to USAA after contacting my Congressman when the funds were not given to me. It about {$1000.00}. I had to use my credit cards with high interest rates to get gas and basic things because of this error. USAA did not do anything. On XXXX XXXX they sent me an E-Letter indicating they would do nothing. I still had not been paid travel. I had to cut doctors appointments for XXXX SHOT. I had severe bruising and couldnt go to the doctor because I had no money for travel. They were sent funds with my name on it but a wrong account number. They gave someone my money. Instead of doing the right thing and looking they made me suffer for no reason. They are negligent to say the very least. I want be recompensed for their stupid XXXX actions. XXXX transactions ranging from {$83.00} to {$44.00}. Paid on XX/XX/XXXX and XX/XX/XXXX all through out the month of XXXX. They stole from me. Why? What did I do?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33880
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Submitted complaint to USAA ( See Atch 'd letter ). Initial conversation with USAA Rep ( XXXX ) explained XXXX % until promo period expires. No addntl interest on outstanding balance Subsequent conversation w/USAA Rep ( XXXX ) explained zero % interest is only applicable IF you do not use your card. If you use your card - interest applies to all. Follow-up conversation which resulted fm my letter with USAA Rep ( XXXX ( sp? ) ) explained that XXXX % interest works like this ( 1 ) transfer done, fee applied. ( 2 ) If u use card, and say, charge {$300.00} the day following transfer, the monthly statement will reflect {$6000.00} transfer, {$180.00} fee {$300.00} current purchases PLUS INTEREST AT 21 % EFFECTIVE DATE OF PURCHASE OF NEW GOODS. Then, lets say you make payment of {$300.00} ( + ) to cover cost of new purchases plus interest, the min payment due ( for sake of this example we'll say it's {$50.00} ) is what is posted against your new purchase balance with the remainder ( {$250.00} ) posted against the XXXX % loan. This allows USAA to charge continuous 21 % interest on the {$250.00} outstanding balance PLUS whatever new charges are incurred. What a racket!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXXXXXX I mailed a certified letter to USAA Savings Bank. The letter explained the inaccurate reporting on my consumer report. According to my consumer reports from XXXX, XXXX and XXXX this credit card account was charged off in XX/XX/XXXX. According to IRS Publication 4681 a charge off or canceled debt must be reported as gross income on your tax return. The lender must file Form 1099-C and send the consumer a copy if the amount of debt canceled is {$600.00} or more and the lender is a financial institution, credit union , federal government agency or other applicable entity. I never received my copy of Form 1099-C. USAA Savings Bank is in violation of 15 USC 1681 s-2. I requested my copy of Form 1099-C and the deletion of the account from my consumer reports. USAA Savings Bank responded with a letter dated XX/XX/XXXXXXXX stating for dispute reason " other '' the information in question is being accurately reported to the consumer reporting companies. Income does not get reported on consumer reports which in fact makes the reporting of this account inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23703
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A