Date Received: 2024-03-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX one of my checking accounts with USAA Bank ( XXXX XXXX, TX ) was closed without my knowledge or permission due to me filing for XXXX XXXX Bankruptcy. I had an amount of {$2300.00} in the checking account that was closed. Instead of the money being transferred into one of the 2 other active checking accounts that they didnt close they told me a check would be issued that would be mailed through XXXX without signature confirmation. I asked for information regarding the tracking number the two times it was allegedly sent out and was told I could not be provided this information. When the check was first shipped out, it was declared undeliverable and the check was destroyed. I was not notified of this, I had to call after waiting for XXXX weeks and not receiving the check to get this information. The second time it was issued, it was issued for the wrong amount and never shipped out. Now I am going on the 3rd time for it to be processed and apparently a document now has to be signed for me to receive a new check. I was not made aware of this. I call at least a dozen times to get a tracking number and ensure that the check is being sent out over the course of XXXX weeks to just be told call back on this day with no resolution to my problem and no mention of said document until today. There is no set turn around time for when this document will be processed so that a check can be processed and then sent out to me. I have no savings and this has greatly affected my quality of life as I am now a month behind on my mortgage payments while active in a XXXX XXXX bankruptcy, which prohibits me from being late on my mortgage. So not only are they affecting my quality of life and withholding money from me. They are now interfering with my active bankruptcy case by withholding my funds from me which prevents me from paying my mortgage on time, which is illegal and I can seek legal action beyond this because of that. I need this money recovered asap so I can get back on track with my mortgage payments and simply because it belongs to me and XXXX XXXX is making it extremely difficult for me to recover my funds they took from me. This is unprofessional and violation to me as a consumer and an unfair business practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48101
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XXXX of XXXX I received a promotional flyer from USAA offering a {$200.00} bonus for opening a checking account and then completing a {$300.00} direct deposit. Prior to opening the account I spoke with a USAA banking representative by the name of XXXX. I was assured by the USAA representative that an ACH transfer of {$300.00} would complete the requirements for the {$200.00} bonus. In mid XX/XX/XXXX I called and spoke with a conflict resolution XXXX that indicated that they would review the XXXX call. Later that week I received a call from an individual that said they were from the XXXX 's office. The individual assured me that I had met the requirements and that all that remained was for me to wait till the funds had been on deposit for 60 days. That 60 day window ended on XX/XX/XXXX. On XX/XX/XXXX I called USAA and spoke with XXXX. She assured me that the {$200.00} would be deposited within 3 days. On XX/XX/XXXX the monies had not been credited to the account and I called again. This time speaking with XXXX who once again said the issue would be researched and they would get back to me. On XX/XX/XXXX I received another call from the CEOs office letting me know that even though numerous employees had stated I had fulfilled the requirements for the bonus that they determined I had not and in spite of all the previous promises I would not receive the bonus. Instead they were embarking on an intensive education program for employees.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a notification from USAA that said they would be closing and they were exercising their right to no longer do business with me. I was told that my account would stay open for 60 days and my funds would be sent via check after the 60 days. XXXX days later I was paid my monthly VA XXXX to that account and I have no access to it whatsoever. They told me that the account can receive deposits but I have no access to it. I am a XXXX veteran on a fixed income, this is my only source of income and this income is how I live. I have mortgage, bills, and I need to eat. I need my money to survive. I have banked with them for 15 years, they know better than anyone that this is my only source of income. I dont understand how they can be a military bank and tell a XXXX veteran that they can not access their own money that I earned through my service.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Originally I was with XXXX XXXX now XXXX XXXX in XXXX for 20 years. I was a victim of fraud. I was able to get some of the charges back however there are other companies still involved. XXXX sent me a check at the end of XX/XX/year> for approx. $ XXXX. The check bounced. It was on hold for about 10 days. I cashed out $ XXXX to pay bills. I was told a couple days later the check bounced and to bring up the money, I then finally was paid by my insurance for the fraud protection for $ XXXX which I paid the bank in full. I was told they would not put a flag on my account UNLESS I did not pay for it. I was sent a letter via registered mail. My mail lady did not deliver to me that friday. I had to go to post office when I was off on tuesday. By then my paychecks, my social security XXXX and my royalty checks hit the account and were rejected. It was not to happen like that overnight but it did. I was to have 30 days. They said sorry mis-communicated with back office. Can't fix now. So I had no access to my money. I had to wait to have everything resent. I opened with USAA Bank. I had a couple of fraud charges. I called them right away. They credited my account for it. Then I had a call tuesday XX/XX/XXXX my account is closed and I can not access my SS XXXX or my pays for 60 days??? I can not pay my rent. I have {$2.00} in my wallet. Scammers took my life savings and I am paying for it now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had asked USAA bank to provide me evidence to support their reporting of these inaccurate items. Per FCRA, they are supposed to provide me with documentation to support the information they are reporting to which they have not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92679
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: This is the original complaint I filed. I could find how to attach it to previous communication for CFPB. See edit below containing information from bank today. On XX/XX/XXXX I received an email from USAA that XXXX XXXXXXXX XXXX was added as a contact to my XXXX account and to contact them If there was an issue. I have never used XXXX in the past and contacted USAA immediately. The XXXX account is housed under my phone number and email. While on the phone I noticed another email from USAA timed one minute after the first one received that a XXXX had been sent to this individual. I disputed this transaction and removed information for XXXX access and ordered new debit cards. While on the phone I received texts from USAA where someone was also attempting to use our debit card numbers. These charges were flagged as suspicious by USAA and declined. Once I arrived home I went to talk to my husband and found him on the phone with USAA also disputing the XXXX withdrawal. We pieced it together and he had called a phone number for assistance with a small disputed transaction. This number and the charge were fraudulent. My husband is XXXX XXXX XXXX and when on the phone with the perpetrator he somehow allowed a screen share for assistance and Im not exactly sure what else happened but my spouse is a victim. Hes not sure how he allowed this person access to our accounts and debit card. While on the phone with the person the XXXX transfer immediately came out. My husband then realized he was a victim of fraud. He doesnt remember exactly what he did or didnt do. He is XXXX and on multiple medications and suffers from short term memory loss. He did tell me that the person he was talking to confused him and had him doing all sorts of things on the computer. I told the second USAA rep this on the phone. I was told that this XXXX would be reported to the crime dept of USAA and that someone would be in contact with us. No one called at all to discuss this. I called for an update today and was told that USAA had ruled against us and that the dispute would not be reopened or appealed and was closed. They would not tell me why they determined this outcome other than we would receive a letter in the mail. Here are my concerns. XXXX. This was obviously cyber crime and XXXX crime. Whether its legally considered fraud or a scam doesnt matter. My husband was targeted and victimized. XXXX. My account was not protected. From the time I was notified that a contact was added to the XXXX account to the withdrawal the lapsed time was XXXX minute. Protections were not put in place. This transfer should have been flagged because the account had never had a XXXX transaction before and the amount of XXXX is excessive for this account leaving under XXXX in it. If there had been a hold placed on the withdrawal until USAA had my consent that it was legitimate this would have been avoided. USAA flagged the debit card transactions and declined them yet no such protections are in place for XXXX payments? I request the funds to be replaced. XX/XX/XXXX USAA contacted me today regarding this complaint. Per the representative because my husband authorized the transaction we are not entitled to any refund. I explained ( again ) how he was unaware of what the fraudulent person was asking him to do and that it was a mixture of screen sharing and coercion. He also had no clue what XXXX is. I cited his age and issues. I also explained ( again ) that as a first time XXXX purchase I should have been given adequate notice to stop the transaction. I should have been given more than one minute between the email that stated a name was added to XXXX and the issuance of payment. If flags were in place as they are for debit card transactions this could have been avoided. I also referenced an article that stated there would be security features in place for first time XXXX payments ( see pic ). I also stated that from my research XXXX has refunded fraud and scams on a case by case basis. I request that XXXX also be brought into the loop regarding this transaction. Also from my research it is possible to recover the funds from the recipient ( if fraud ). I again stated that their decision regarding this dispute is unsatisfactory. The agent I spoke with used the term fraud multiple times during our conversation which signifies that whether unknowingly authorized or unauthorized the transaction was fraudulent. Please see the excerpt of the article attached concerning risky XXXX transfers. Where was the tool that would flag a risky transfer in this situation? Per the article the tool would have been implemented as a first time XXXX transfer and should have flagged it as risky. I have also attached the emails with the one minute lapse from the addition of a recipient to the withdrawal sent which illustrates that the tool / procedure that should have been in place per XXXX for a first time transaction was not. I again respectfully request reimbursement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am writing this letter to file a formal complaint against USAA Savings Bank for the mishandling of the above referenced account. My name was removed from this joint account without my knowledge. I shared an account with my ex-husband and all joint accounts were awarded to me in the divorce judgement. I have made two requests to have this investigated and both times I was told that they can not do this because I am no longer on the account. I went through a thorough process to verify who I was, why I was calling and that I did not sign off on this joint account or give permission for my name to be removed. I was still was denied help or an investigation on my own account. This is a violation of my rights as an account owner and it feels illegal that my institution is not investigating this situation when I have verified who I am and stated that I did not give permission to remove my name. When I originally contacted USAA Savings Bank in XXXX of XXXX, I was advised that I could not have him removed because he was the service member and the primary on the account. They stated I could open a new account in my own name, but the current account could not become just mine. I did open a new account in just my name and left the joint account open because we still had outstanding business to finish and I was awarded the account in the divorce judgement. I went on my USAA App to remove myself from the savings account and that is when I realized I no longer had access to the joint checking account. I contacted USAA Savings Bank the first time regarding this on XX/XX/XXXX. The representative told me that he could not share any information because I am no longer on the account. When I asked how that could be because I never removed myself from the account, he shared that he could not discuss the account with me any longer ; however, he did share that the account was not closed because it would still show in my records. He also explained that in order to remove a person from a joint account was to sign a voluntary removal signature card, which I did not. I asked if they would open an investigation to see who signed the card and he said I could not do anything because I was not on the account and they have to follow privacy laws. I had another issue that he was helping me with on the joint savings account with my ex-husband setting up an arch-payment of {$310.00} to his XXXX XXXX XXXX XXXX ( XXXX ) ; however, there were insufficient funds. He verified that there is not an overdraft set up on that account and once the funds we declined, I could close that account. I asked how I could do this without having him sign a removal card and he shared that the savings account was set up differently so only one person could close the account. Once the funds he set up were declined for the auto-payment to XXXX, I closed the account. On XXXX XXXX I called USAA Fraudulent Department, as advised by state laws, to launch an investigation as to why I was removed from my checking account without my approval/voluntary removal signature card and the representative, XXXX shared that he needed to verify legality. He then asked me what the representative said on XX/XX/XXXX and verified that he could not help me. I asked how this can be, I was removed without my permission and XXXX felt that this situation should be sent to member resolution. After some time waiting, and before I was transferred to the representative, XXXX made me answer 3 questions, which I do not remember what they are but felt it was very strange. XXXX from member resolution, shared that there is nothing she can do. She did not have answers to my questions : 1. Where was the security back up? I have to give so much information when I call to verify it is me, yet I was removed from my account and no one contacted me to verify my identify, why was that? 2. Why was I able to be removed when I let USAA Savings Bank know the account was granted to me in the divorce and I have no intention of removing myself? 3. She was unable to verify the removal process. 4. She was unable to say why there is not a process in place when something like this happens to protect the joint member who was wrongfully removed and why is there not a process in place to open an investigation as to how this happened. 5. She also could not share what my rights are in a situation like this but only I could file a complaint and take it to court at my own expense. When I asked to speak to a supervisor or manager, XXXX told me that they do not take calls. When I asked her to take my phone number down and have them call me then, she explained that they do not make/take calls. I asked how am I supposed to file a complaint regarding this and she said that I could only take it to court because a manger would tell me the same thing she is and that is why they do not take calls. I have attached the Consent Judgement of Divorce and on page seven, you can see the highlighted area awarding the plaintiff, the USAA checking and savings accounts. I am filing a complaint because I was removed from my checking account without my approval and your facility would not investigate how this happened when I made a request. I am demanding an investigated as to the possible fraudulent removal of my name from my checking account even when I verified I did not make the request or sign a voluntary removal form after going through a thorough process to verify my identity. I would like to know where/when/how does USAA take responsibility for the wrongful removal of my name and please provide written documentation that a bank can supersede a court judgement. Please answer the questions above that your member resolution representative could not answer and provide documentation of processes and procedures in place for removal of a member from a joint account and what protections are in place. I also would like to file a complaint regarding the rights of a military spouse who was treated like a second-class human being. This is not the first time I have contacted USAA during the divorce process and have been consistently told that I have no rights because he was the service member. I may not have served the United States as a military member ; however, I did serve and support our family for XXXX years as a military spouse raising a family/household, most of the time on my own, and strongly consider my roll equally as important as his. If I could not maintain a peaceful home front, he could not maintain a peaceful home front for our nation. A divorce is difficult enough without having additional complications added. Of all banking facilities, I would think that USAA would be most cognizant of military family dynamics and provide needed support to all members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48306
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am writing to file a formal complaint regarding a violation of FDIC rules and federal law by USAA. Upon reviewing my recent account activity, I discovered an unauthorized overdraft charge applied to my account. It has come to my attention that USAA has charged me an overdraft fee, despite my explicit lack of consent for overdraft protection services. I would like to clarify that at no point did I sign up for overdraft protection, nor did I authorize any overdraft transactions to be approved by USAA. This action is in direct violation of federal law, as I never opted-in or agreed upfront that the bank could charge me an overdraft fee or approve any transaction that overdraws my account. Furthermore, USAA claims to have provided a letter automatically enrolling me in overdraft protection, which I never approved. This misleading action is not only unauthorized but also mischievous, violating my rights as a consumer and undermining the trust I place in financial institutions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: USAA continues to respond to my concerns via threats of further credit reporting of derogatory information. Each and every concern raised has been met with the same response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA reporting is directly impacting my ability to obtain home mortgage. Reporting my loan which has been charged off, as 90 days late each and every month is a violation of FCRA. As the debt is charged off, factually, it can not be 90 days late. The debt is charged off. The loan is considered closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2024-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A