Date Received: 2023-11-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have never opened and account with USAA and when I first tired they told be " We're unable to complete this request. We're unable to move forward with this application. USAA Bank is exercising it '' I wasn't given an explanations or Have I given them a reason to do this to me
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92646
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I traded in a XXXX XXXX XXXX which I had financed with USAA to XXXX XXXX. XXXX XXXX issued a payoff for my loan that USAA received XX/XX/XXXX per their own admission and I was out the door with my new car. I called USAA canceled all necessary auto pays, and thought nothing of it. On XX/XX/XXXX, USAA charged out of my account via ACH a full payment for the auto loan that they had received a payoff for. Upon speaking with customer service, I was told absolutely nothing could be done and I would have to wait XXXX days or so for a refund. My account with USAA is now currently negative, and will continue to accrue additional fees every day it remains that way. That money was meant to buy food and supplies for me for the next XXXX weeks and now I have nothing and no remedy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33435
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I disputed charges on my account and was given a temporary credit. After finding half the disputes in my favor, they found 3 in favor of this company. I gave requested a re investigation and no one would ever call me or email me so I could give my evidence as a rebuttal. The bank said they found in their favor cause they had my information. Umm thats easy I did business with this company 5 years ago. That company lied and said they spoke with my on XX/XX/XXXX and I authorized charges. I did not.. I have a voice message in my blocked messages from XX/XX/XXXX the company wanting to speak with my about my account. I blocked them because I didnt have an account. They also admitted on a recorded call they never spoke to me. The bank wont allow me to give this info. This company fraudulently sent in falsified items to the bank. I even upload proof and USAA refuses to call me. They had someone with the CEO office call me and he did nothing but talk over me and not allow me to speak. I was told someone from the fraud department would call me within 10 days from XX/XX/XXXX. That never happened. This was not investigated at all. This company called my Moms phone the other day which means they are pulling from my credit report. So thats another way they could have gotten my info. USAA will not let me speak to the fraud department at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, an individual from XXXX got my routing and account number and proceeded to try to write a check in my name and now several withdrawals in the time since then. I alerted USAA immediately and they are refusing to close the account in question. I have moved my money out of that account, but USAA is allowing XXXX withdrawals to continue. I can't keep calling them and disputing these charges daily and they refuse to close the account. I have been told that the account was put in credit only status and that everything would auto reject and none of that is true and I can't rely on this bank to take action and close this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48313
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Usaa continues to place holds on my mobile deposits and does not offer any information or alternative to their mobile banking. Im either to deposit with my phone or at an atm. I understand the bank has to protect itself and customers and verify receipt of funds, however usaa refuses to revise hold dates or verify if the funds in question were received so that they can be released, they do this to intentionally cause overdraft and nsf fees. Then they site these reasons as why they place the holds in the first place. When a deposit is made you are advised of the hold date with a note that you can request the funds be released early. When you ask for them to be released early usaa tells you they can not and will not. They do not site any real information or reason, just thier policy. They are not checking to see if the funds were deposited and making money off of fees at the customers expense. They also fail to inform you that they will not adjust the hold even though they note at the time of deposit they they will.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Friday, XX/XX/XXXX, I attempted to transfer funds to my USAA Regular Savings account which I have had since XXXX via their online website. I was unable to locate the account on their website in order to perform the transaction which seemed very strange to me. I contacted USAA and spoke to a Representative that was very confused as to what is going on. I explained to him that the account has a balance of approx. {$6400.00} and the last activity was on XX/XX/XXXX in which I had my 6 month annual auto insurance premium automatically taken out of the savings account. When talking through the issue, the Customer Service Representative acknowledged that the last statement I received, dated XXXX XXXX, had the correct balance but he had no idea where the account was and why I didn't have access to the account. We then identified that there was communication that was sent to me on XX/XX/XXXX that indicated USAA was sorry to hear of the loss of my deceased wife and she has now been removed from the account. ( Note my wife passed away XX/XX/XXXX of XXXX - more than 9 years ago ). Note that the name of the account is in the name of my trust whereas I am the sole trustee. I also received documentation on XXXX XXXX, XXXX indicating a change of address which reflected my correct address which had been changed back in XX/XX/XXXX and all statements received since have reflected the correct address. The Cust. Serv. Representative contacted his supervisor and after several minutes came back on the line and advised that the " back office team '' had been doing clean up work and never completed the job. He then proceeded in indicating that the issue would be resolved n 3-5 days because of the weekend. I was pleased with the help and felt I received good Cust. service although was very concerned as to why I did not have access to my funds. On Monday XXXX at approx. XXXX XXXX XXXX I checked online and still no access to the account. I contacted USAA Cust Service again and was escalated to Membership Resolution team. I was told by the representative that there was a maintenance issue and that would take 10 days to resolve and I should have a response by XXXX XXXX. When I indicated that was unacceptable, I was informed that those were the " Policies and Procedures '' of USAA and nothing else could be done. I asked for USAA to contact me daily for an update and the Representative indicated she would mention that in the complaint but that it's doubtful I would receive any communication. The representative had no empathy towards the situation. On XXXX XXXX at approx. XXXX XXXX XXXX, I noticed still no resolution and contacted USAA again for an update and was transferred to the Membership Resolution Team. I was informed at that point that the issue was that USAA removed my deceased wife and when doing so removed access to the account on line for me as well. He informed me that he has seen this a few times in the past and it was an easy fix " as simple as just turning on a light ''. When I pressed as to why then would it take this long to resolve I was informed that the back office may be very busy and it typically should only take 2-3 business days but it may take all the way up to XXXX XXXX for me to gain access. the Representative did reflect empathy towards the situation and provided me some comfort as to what the issue was and that it was an easy fix. I find it unacceptable that a company of the size and strength of USAA would take several days to resolve an issue which was caused internally and not provide access to a Customers funds. I also find it unacceptable that no contact has been initiated by USAA on this issue and although most of the representatives that I have spoken with showed empathy towards the situation, one of the Senior Representatives did not and decided the best thing to do would be to mention Policies and Procedures. The issue is still not resolved, I still do not have access to my funds and I find that very concerning.
Company Response: Company believes complaint is the result of an isolated error
State: AR
Zip: 72113
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We were victims of identity theft. XXXX XXXX of our savings accounts were drained from someone adding an external account in my name and connecting them to our USAA savings accounts. On XXXX XX/XX/XXXX, we noticed a withdrawal of XXXX which was all we had in our savings. I notified the bank on XXXX XX/XX/XXXX that someone withdrew our XXXX. During the dates of XXXX XX/XX/XXXX someone made multiple deposits and withdrawals totaling a deficit of XXXX in one account and XXXX in the other. In total including the XXXX which was in our savings, we incurred a total loss of XXXX. I am not certain why USAA did not freeze the accounts like they froze us out of our accounts. Worst of all, USAA is holding me couplable. They have frozen our accounts to include our checking account which has all my direct deposits from my military pension, XXXX and civilian employment. Subsequently, we were forced to open a bank account outside of USAA. As a result, changes in our direct deposits will not take effect until the month of XXXX which will result in late payments for all of XXXX 's bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I called USAA yet again today and tried to get a payment and billing history summary on my auto insurance account. Please provide a copy of all the bill year to date. Please also provide a list of each payment received. I would like a payment history mailed to me as I believe there is an error. I tried calling in past and they just sarcastically discussed tokens with me. In a double speak XXXX manner instead of assisting. I told them i dont care about tokens or race issues. I just wanted to get the payment history and billing summary mailed to me in hard copy print form from the duration of the account. Can you please provide this and then cancel my auto insurance policy effective immediately. Thank the tokens in your offices and the hold times. They have been unreasonable with their hold times since i signed up with the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: US Banking regulations prohibit the holding of funds deposited from a US Treasury issued check for more than XXXX hours, regardless of amount. On XXXX I deposited a check from the US Treasury. 50 % of my check was withheld. on XXXX I requested the funds be released in accordance with US banking regulations. USAA denied the release and insists on holding the US Government funds until XX/XX/23. I advised them of the US Banking regulations and gave them reference to show government issues funds can not be held and they refused to release teh funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I called USAA yet again today and tried to get a payment and billing history summary on my auto insurance account. Please provide a copy of all the bill year to date. Please also provide a list of each payment received. I would like a payment history mailed to me as I believe there is an error. I tried calling in past and they just sarcastically discussed tokens with me. In a double speak XXXX manner instead of assisting. I told them i dont care about tokens or race issues. I just wanted to get the payment history and billing summary mailed to me in hard copy print form from the duration of the account. Can you please provide this and then cancel my auto insurance policy effective immediately. Thank the tokens in your offices and the hold times. They have been unreasonable with their hold times since i signed up with the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A