Date Received: 2020-02-28
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I do monthly transfers from usaa and made a copy of this. I transfer from an external account and the funds are made available immediately. On XX/XX/2020 employees from the bank began XXXX around and holding the funds that would transfer immediately for up to 6 days on purpose intentionally trying to make me homeless so I could not pay my hotel bills. One of them called me out of my name as well and this let me know it was done on purpose. I want my money that they have on hold send to my account asap. They are playing with my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
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: XX/XX/XXXX I spoke to XXXX USAA rep. She was UNABLE to answer my questions regarding the fraud on my account. See attatched FRAUD CLAIM LETTER dated XX/XX/XXXX CLEARLY USAA POLICY TEMPORARY CREDITS MUST BE MADE PERMANET AFTER INVESTIGATION COMPLETED. See attatched XX/XX/XXXX Statement There are {$2.00}, XXXX OTHER CREDITS TEMP CREDITS ONLY {$910.00} TOTAL CREDITS for this period.??? QUESTION : If USAA Policy is to Convert TEMP CREDITS TO PERMANET as clearly it is * IF TEMPORARY CREDITS NOT MADE PERMANET UNTIL MONTHS LATER ( HOW CAN PERMANET CREDITS EVER EFFECT THE BALANCE CALCLATED MONTHS PRIOR.??? ) Then she claimed TEMP CREDITS ARE REALLY PERMANET AT THE TIME THEY ARE PLACED ON THE ACCOUNT. QUESTION : IF THAT IS TRUE, WHY DO TEMPORARY CREDITS NEED TO BE MADE PERMANET as letter XX/XX/XXXX explains? She could Not answer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: USAA incorrectly charged me an NSF fee when I had funds in my account. I called and spoke to XXXX. I stated I never made the payment on Tuesday and on Wednesday I received an NSF fee. She says the payment was ran on Monday but I have the receipt from my payment on Tuesday.
Company Response:
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2020 I would like to file a consumer complain against USAA Bank ( Main Office : XXXX XXXX XXXX XXXX XXXX, TX ) Phone : ( XXXX ) XXXX and XXXX XXXX ( XXXX XXXX XXXX XXXX, GA XXXX ) Phone : ( XXXX ). On Sunday XX/XX/2020 at XXXX my XXXX-year-old son and I went to the ATM machine located at XXXX XXXX on XXXX XXXX XXXX XXXX , GA to make a cash deposit of {$200.00}. We had recently opened him a youth spending account with USAA and he was excited to have an account and his own debit card. USAA has few to no ATM or standing banks in the area so the use of an ATM machines is standard practice with account holders. On this occasion, which was my sons first experience with using the ATM machine, the machine errored and ate his {$200.00} cash deposit. I immediately contacted USSA bank and filed a dispute. Monday XX/XX/2020 I called to confirm the dispute was entered and I was told that it would be 48-72 hours. So, on Wednesday XX/XX/2020, I called again and was provided an email at the time stating they denied the claim because it was a non-USAA ATM machine and they could not verify the deposit by forcing another institution to audit or review the ATM camera. Needless to say, I was very upset that they would allow the use of outside ATMs but would not have a policy to dispute outside ATM malfunctions. So, I attempted to address this from another angle by contacting XXXX XXXX after getting nowhere with USAA. XXXX XXXX Customer Service Line informs me that the banking institution I have an account with ( USAA ) would have to file the dispute with XXXX XXXX and they did not take dispute requests from individuals who are non-account holders. So, I again contacted USAA to escalate the problem and got the response that contacting other banks to file disputes was not a part of their protocol. Still not ready to give up on Thursday XX/XX/2020 I was able to go inside the local XXXX XXXX Branch and speak with the Branch Manager. He informed me that the ATM is not owned or operated by XXXX XXXX, but it operated by XXXX. ( I know from working with XXXX that they are a carrier service and collect and move funds via armored truck not a banking institution ). So, I did call XXXX and they confirmed they service the machines and would come out at the request of the owner ( XXXX XXXX ). Again, I relayed this information to XXXX XXXX to which I got the response no, we are not calling XXXX to come out, go to your bank and have them resolve. I am very displeased with the customer services or lack thereof and even more disgusted that my XXXX-year-old has lost his money that he has been saving up for some time. But, I am positive that this has happen to others and I think that banks should do a better job resolving these types of issue. I would like for both USAA and XXXX XXXX to take responsibility and implement a practice to resolve these problems other than saying, sorry we can not help you. No one should experience the frustration of having your money that you worked for taken by the banks that you entrust to hold guard it. Please assist us in next steps in holding these banks accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30045
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: USAA is holding funds of my paychecks from my employer and will not tell my why. I deposited the first paycheck, they froze most of, via USAA 's mobile app on Friday XX/XX/2020. On Saturday XX/XX/2020 I attempted to withdraw {$400.00} to pay some of my bills and the ATM said USAA declined the transaction. I called USAA to figure out the problem. The rep told me the funds are on hold and could not give me a specific reason as to why they're on hold. This is approximately the 16th check I've deposited from my employer. No check I have ever deposited with USAA has bounce and none have ever had funds on hold. I called back Tuesday XX/XX/2020 to demand the release of my funds as I had emergency vehicle situation. On XX/XX/2020, I filed a complaint with the XXXX XXXX XXXX, complaint attached. USAA has been shamefully unaccommodating and giving me the run around for over a month now. This is completely unacceptable. I have bills and have lost money in fines, fees and predatory interest via payday loans to cover my expenses for the week hold USAA has place on over half the funds of all checks since XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: XX/XX/2020 I attempted to make a payment of XXXX and instead XXXX was removed instead. I called immediately and they said to call the loan department. I called said could not send me my money because I owed. I said this was an improper payment out of my habits and payed until XX/XX/XXXX this was obviously an error they refused. I contacted the bank and they said they can not get involved in this disputes since it benefits their company. I said this is illegal it was an unauthorized transaction obviously an error and refused to take a report.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78572
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Other transaction problem
Subissue:
Consumer Complaint: Three different times starting Sat. XX/XX/XXXX, I attempted to call USAA Federal Savings Bank based out of XXXX XXXX, TX to resolve a matter that they notified be about via the U.S. Postal Service. The letter that they sent is dated XX/XX/XXXX, yet I did not receive the letter in the mail until almost 3 weeks after this date. In the Reference line of the letter it reads " Notice of Unclaimed Property. '' In the body of the letter it reads that I have until XX/XX/XXXX to respond to the notice. It specifically states, " If you don't contact USAA by XX/XX/XXXX, your funds will be escheated to the state as unclaimed property. '' The unclaimed property to which they are referring is a monetary amount of {$25.00} that is sitting in a bank account that has not been active since XX/XX/XXXX. The other two times that I tried to reach both USAA Representatives and Supervisors via phone was on the morning of Monday, XX/XX/XXXX. The representatives that I spoke with barely knew what they were doing, when I finally was connected to a Supervisor per my request, the call got cut off after only about 25 seconds into the conversation. When I called back, I had to wait even longer than what I did the first time for the phone operator to try to connect me with a Supervisor yet again, and after they still were not able to reach a supervisor, I told them to forget about it because I'm just going to file a formal complaint against all of USAA with the Federal Government. USAA 's lack of experience and inadequate technological communications is rather troublesome. During that same time on XX/XX/XXXX, I was at XXXX XXXX # XXXX in XXXX XXXX, PA attempting to fax all of the required documentation to them via the only fax number that they provided me in their letter. When it failed to go through the first time, that's when I had to call them to try to find out what was going on. After spending exactly 19 minutes on the phone the first time and getting cut off, that's when I called again, and after spending another 24 minutes on the phone and still getting nowhere ( while still at this XXXX XXXX ), I decided that I was just going to file a formal complaint. However, before I left the XXXX XXXX, I decided to try to fax all the documents again ( which cost me another {$3.00} ) and finally, the fax went through. It is now Wednesday, XX/XX/XXXX and I have been checking my current bank account with XXXX XXXX XXXX XXXX literally every hour on the hour, and still USAA has not wire transferred the {$25.00} from my former Savings Account with them to my current Checking Account with XXXX XXXX XXXX XXXX even though I also included a voided check from my current checking account along with all other pertinent & detailed information. I find it very hard to believe that it takes ANY bank over 48 hours to conduct a simple wire transfer of funds that only total {$25.00}. They haven't even attempted to contact me via my cell phone # that I provided on the cover sheet of the fax that I sent them.
Company Response:
State: PA
Zip: 15239
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: False statements or representation
Subissue: Indicated you were committing crime by not paying debt
Consumer Complaint: See attatched XX/XX/2019 statement. Previous bal {$1.00}, XXXX. OTHER CREDITS {$2.00}, XXXX TOTAL CREDITS for this period are the merchants credits of {$910.00}. OTHER CREDITS {$2.00}, XXXX were temporary credits so temporary credits given at beginning of investigation by USAA policy MUST be MADE PERMANET TO CREDIT THE ACCOUNT. UNLESS the fraud reported was NOT in consumers favor then USAA policy is to reverse the credit BUT IF THE CREDITS ARE INTERNAL HIDDEN NOT THE WHOLE TRUTH PROVIDED ON STATEMENT then I will need EXPLANANTION CONFIRMATION WHY the {$1.00}, XXXX temporary credits were NOT MADE PERMANET yet were reversed. All transactions that have an ( F ) in reference # ARE PREVIOUS FRAUD CHARGES NOT MADE PERMANET BY USAA BUT without making permanet these charges BECOME NEW PURCHASES??? The New Purchases that have an ( F ) in reference # ARE CREDIT REVERSALS NO PERMANET CREDIT PROVIDED BY USAA TO REVERSE THE CREDIT NOT EVER GIVEN. ALL THIS IS HIDDEN FROM MY VIEW INTERNALLY : I am a victim of ID THEFT. I will need Documentation of these Hidden Fraud Credits. Please provide in writing WHY CREDITS WERE REVERSED?? Dates of each PERMANET CREDIT TO ACCOUNT * THAT LOWERED THE BALANCE. IF MERCHANT PROVIDED FEEDBACK TO PREVENT THE CREDIT I WILL NEED THAT DOCUMENTATION FROM THE MERCHANTS. IF USAA REFUSED CREDIT I NEED THAT DOCUMENTATION WHY?? WITH PROOF IN WRITING. Because THE TRUTH IN LENDING STATEMENTS. DO NOT PROVIDE THE " WHOLE TRUTH '' INSTEAD USAA HIDES CREDITS. THIS WOULD NOT BE REQUIRED BUT USAA POLICY IS TO HIDE ALL FRAUD CREDITS INTERNALLY ON TRUTH IN LENDING STATEMENTS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
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 Credit Card Fraud claim XX/XX/XXXX {$470.00} UNAUTHORUZED TRANSACTIONS. see attatched statement of XX/XX/XXXX. ( XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXXXXXX +XXXX +XXXX +XXXX = TOTAL {$470.00} ) NO XXXX XXXX transaction of {$120.00} IS NOT INCLUDED in the {$470.00}. Ms XXXX USAA LIES THAT THE XXXX XXXX WAS PART OF FRAUD I REPORTED XX/XX/XXXX. THIS PROOVES IT WAS NOT. XXXX LIED PREVIOUSLY MANY MANY MANY TIMES. Ms XXXX is NOT CREDITABLE. see attatched XX/XX/XXXX statement. XX/XX/XXXX SAME CHARGES APPEAR. With an F in ref number ( XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX +XXXX +XXXX ) Kindly note XX/XX/XXXX transactions have ( F ) in reference numbers indicating these are previous fraud charges that USAA put BACK ON CARD. There is no ( F ) in ref number on the XX/XX/XXXX statement. The transactions XX/XX/XXXX were supposed to be CREDITED for the fraud XX/XX/XXXX BUT WERE CHARGED INSTEAD. see Fraud letter XX/XX/XXXX XX/XX/XXXX claim date. This error has been reported numerous times. Ms XXXX says all accounted for properly after her review. ( Ms XXXX the XXXX XXXX WAS NOT REPORTED AS FRAUD XX/XX/XXXX. It is NOT INCLUDED IN the {$470.00} charges. ) DEFAMAMATION REPORTED. The XX/XX/XXXX charges should be CREDITED for the fraud of XX/XX/XXXX. AND ALL CREDITS CLEARLY ARE NOT CREDITED PROPERLY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Where is my statement as promised in writing and how to pay by mail without a monthly statement?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A