Date Received: 2020-03-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My father, XXXX XXXX, ( over whose finance I have power of attorney ) has a Flexible Premium annuity that he opened years ago with USAA. Policy number # XXXX. My father called and asked what the taxable liability was on the policy in XXXX and was told roughy XXXX was the taxable liability. The interest on the account was taxable. I asked USAA to transfer XXXX from this annuity to his checking account. USAA never did this even after after my father and I both reached out to them several times. At the end of XXXX ( XX/XX/XXXX ), I sent a transfer of ownership request via US mail to USAA which was received by them on XX/XX/XXXX. In XXXX, my father called USAA to inquire why the transfer was not made and was told they were too busy to process the transfer and it would be done soon. Called again in late XXXX, and was told again it was in process. In late XXXX, I received a 1099 form showing a withdrawal of XXXX. I called USAA to inquire why I received this when the money should have been taken out of taxable interest, not principal. USAA responded it was taken out of principal accidentally. USAA now maintains that there is a major ax liability on this policy. The XXXX was taken out of principal not interest mistakenly. My father has called many times and has not been allowed to speak with a supervisor. They will not discuss the matter with me and they have held me on the phone for 30 to 45 minutes while my case was discussed. They still have not transferred ownership to me ( his daughter ) nor they have clarified why they applied the withdrawal to principal rather than interest. They claim they have conducted 3 audits and have offered no explanation. Their attitude has been adversarial. While they claimed to have fixed the mistake there are two secondary effects of this. First, my father wanted to transfer this money to me in Florida where the income tax is lower, so he is now left with a larger tax liability since he has moved to New Jersey. Second, my father has spent countless days and a lot of worry trying to get USAA to fix this problem with zero help. He feels emotionally drained and cheated when this is a company that is supposed to be helping veterans like him. Never once has USAA apologized. Please help me help my father hold USAA accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Saturday XX/XX/2020 someone accessed my account without my knowledge and attempted to send themselves money through XXXX with the name XXXX XXXX. On Sunday XX/XX/2020 I called USAA and informed them, they told me that my account had been compromised and that they fixed it. Later that day my account was once again compromised and a deposit of {$2000.00} was made. The person was named XXXX XXXX, they sent themselves {$330.00} through XXXX once more. The moment I realized someone was in my account I called USAA in tears. The created a fraud claim and told me to call back on Monday XX/XX/2020 at XXXX my time for an update. I called today Monday XX/XX/2020 and was informed that the fraud department found that it wasnt fraud. I was then told to create a dispute because the person on the line didnt understand how it wasnt fraud. I was then on the phone with USAA for an hour and a half being transferred by multiple people just to be told that they will open yet another fraud claim as well as a dispute. Before this my account had {$140.00} my account now has - {$190.00} that I can not afford due to being laid off cause of COVID-19. They told me it would take YET ANOTHER 1-2 business days to figure out what has been happening. USAA has been no help throughout this and has put me through more emotional damage and trouble than the initial experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: XX/XX/XXXX I paid off a loan for XXXX XXXX XXXX. With USAA federal savings bank However they reported that I still owed over {$7000.00} even though I paid off before {$55000.00}.
Company Response:
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA REFUSES TO RESOLVE TRANSACTIONS OF XXXX XXXX - XXXX XXXX FOR TWO YEARS NOW see Attatched USAA statement XXXX XXXX transactions card end XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL XXXX DUPLICATE TRANSACTIONS XXXX XXXX XXXX card end XXXX TOTAL XXXX 2XS ????
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Usaa closed my account after a deposit of XXXX Went into the account. They told me they had to wait 60 days after the account closed to send me a check. This is not so, if they closed my account they have to send me a check now since it is closed. They chose not to do business with me, fine, but they cant try to steal my money by sending a XXXX check to me either in 60 days After it is closed. They confirmed 3 times that it was closed. When I asked them to send it they said it would be 60 days which is illegal. They closed my account the second it was deposited.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA COLLECTS ON ID THEFT. USAA does not follow FTC Guidelines on web consumer information ftc. gov Report ID Theft. Credit Cards ID THEFT INCLUDE : 1 ) Unauthorized Charges USAA is well aware of Unauthorized Charges XX/XX/XXXX. XXXX XXXX XX/XX/XXXX USAA FRAUD CLAIM DATE XX/XX/XXXX {$470.00} UNAUTHORIZED. 2 ) Charges for goods & services you did not accept or that were not delivered into your hands as agreed.USAA DENIED MY REQUEST TO PROVIDE WRITTEN DOCUMENTATION PURCHASES MADE BY ME ie IP address AND ACCEPTED DELIVERY signature post office or delivered into my hands ( see attatched Criminal Investigation letter of XX/XX/XXXX USPS NOT DELIVERED BEGINNING XX/XX/XXXX ) Furthermore FTC is very clear if creditor is 15 days too late OR TAKES MORE THAN TWO BILLING CYCLES TO RESOLVE DISPUTE. XXXX SEE ALL UNRESOLVED FRAUD BELOW ** Kindly Note attatched FRAUD LETTER CLAIM DATE XX/XX/XXXX TOOK UNTIL XX/XX/XXXX. Ten 10 months TO COMPLETE THE FRAUD INVESTIGATION OF XX/XX/XXXX. Kindly Note attatched XX/XX/XXXX statement THERE ARE NO USAA CREDITS. Futhermore see attatched. NUMEROUS UNRESOLVED FRAUDS USAA FAILS TO RESOLVE. ( see attatched XXXX Dispute USAA has Certified to XXXX that the information is Accurate. THIS IS FALSE CREDIT REPORTING AND ILLEGAL. THIS HAS NEVER BEEN RESOLVED TWO YEARS LATER!!!???!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA Bank is reporting two accounts under my previous name that are both a result of identity theft. i originally notified the company almost 4 years ago of these fraudulent accounts but still nothing has been done. I have sent this information in time and time again. I once again am including my court orders and police report.
Company Response:
State: KY
Zip: 427XX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Over 8 hard inquiries and a charge account all added illegally.
Company Response:
State: OK
Zip: 74804
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Currently stuck inside due to possibly being infected with XXXX XXXX. USAA will not work with me on payments and continue to harass me and hit my credit. Not very friendly to service members and veterans dealing with this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
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: See attatched XX/XX/2018 statement confirming previous balance {$1100.00} payments {$77.00} other credits {$700.00}. NEW PURCHASES IS INACCURATE I DID NOT PURCHASE NEW {$680.00}. These are the * USAA Hidden in Secret ( secrets are lies ) UNAUTHORIZED FRAUD INTERNAL New Purchases NOT MINE. {$9.00} XXXX XXXX XXXX XXXX XXXX. USAA FRAUDULENTLY FRAUDS CONSUMERS WITH HIDDEN INTERNAL CREDITS TURNED INTO NEW PURCHASES IN SECRET.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A