Date Received: 2019-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I deposited a check for an amount of {$XXXX} at a USAA ATM machine in XXXX. When I deposited the check only a portion of my check was made available. I immediately called USAA to understand when the funds would be released. The USAA representative expressed that the full amount would be available the morning on XX/XX/XXXX. That next day my account indicated that I had an available balance of $ XXXX in my account. I went on to make payments and my debit card went through on all occasions. Later that day I went on the app and noticed that there was still a hold balance on {$XXXX}. However, my available balance still read that I had $ XXXX available. I called USAA and another rep stated that the check was being held until XX/XX/XXXX which went against what I was originally told. I was irate as this negatively impacts my finances as we are approaching XXXX and the holiday season. I have travel plans arranged and now am unable to follow through with those plans. They indicated that they could not make an exception and that it would be escalated to an advocacy group which will take up to XXXX business days. Given that is a Friday it would not be until next week. Now my account is in negative standing and I have XXXX access to funds and unable to celebrate the holidays with my family. I paid a large bill using another account thinking that the check would clear and am now stuck with {$XXXX} going into the holidays based on FALSE information by a USAA representative.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Twice a month since XX/XX/XXXX, I have ran into the issue of USAA holding so much of my funds that I keep having to make late payments and fees on top of it waiting on funds. None of my checks have bounced, so I don't understand the issue. Today I deposited 2 checks totalling {$2500.00}, and I can only access {$500.00}. I have XXXX XXXX blowing up my phone waiting to get paid, but I can't access the money to get money sent! This has gone excessive. I can not continue to have money placed on hold for so long that I keep owing more money to other places due to USAA! It is also RUINING my credit. I am not one fortunate enough to live with extra money. I live paycheck to paycheck with kids.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 743XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: On XX/XX/19, USAA Bank called my husband, and after he clearly identified himself, they disclosed false private banking information with him. Specifically they told him that my account was past due (there was no amount past due, the account was over the limit, but no amount was due), and attempted to get him to pay the "past due" amount on my behalf. My husband is not a co-signer on this account and I have not authorized him to have any access to this account. I've requested a written response as to why USAA violated my private banking information and why they shared that information with a non-authorized party, and more specifically why the representative made a false representation to obtain a payment. USAA has refused to respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Was approved for a loan, but didn't receive money
Subissue:
Consumer Complaint: On XXXX XXXX I, XXXX XXXX XXXX was approved for a vehicle loan with my bank ( USAA ) and it was transferred to a dealership that was found online in XXXX and USAA stated " they looked up their dealer license and was recognized by the DMV '' I am an XXXX XXXX military member living in XXXX XXXX. on the XXXX of XXXX was the last I had heard from XXXX XXXX ( the dealer ) as he stated " the transport vehicle had a flat tire and I am figuring out the status myself '' I since then his phone number has been disconnected. and I have not received a vehicle, USAA did not receive a title and USAA said that " we are sorry but you are stuck with the loan ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80916
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2019 I filed an oral and written complaint with USAA, the oral complaint was given to Bank Employee XXXX, and the written was provided to this Bureau, because, among other things, Firstly that USAA breached our Loan Agreement in applying supposed unpaid fees after curing a default, Secondly that USAA violated our Pre-Authorized Transfer Agreement by taking more money from my account than agreed upon as well as failing to notify me of this transaction, that varied from previous amounts, at least 10 days before the scheduled transfer, and Thirdly that after giving this complaint to Bank Employee XXXX and requesting how the Bank found this appropriate, XXXX informed me, after a nearly 20 minute investigation, that the Bank deemed it appropriate and that this appropriateness was based on some agreement other than the Loan Agreement and that the Bank would not share this agreement with me. Even though the Bank had a duty to provide it to me. On XX/XX/2019, 59 days after submission of this complaint, and one day before this 60 day deadline, USAA responded to my claim, in substance, only saying that the above mentioned events are appropriate due to our Loan agreement itself. On XX/XX/2019 I provided my feedback to this complaint, and disputed USAA 's statement, as well as requested any and all investigative documents. About a week or two later I left a voicemail to XXXX XXXX, a member of the Office of Bank President, who attempted contact with me after submission of this complaint, and made a similar request, as well as a request acknowledging my this request. As of this day, XX/XX/2019, 55 days since making the request, USSA has failed to send me any documentation supporting the claims made by Bank Employee XXXX, or any supporting documentation for the 59 day long investigation the Bank undertook. This is of course another violation in and of itself as 12 CFR Part 1005.11 ( d ) states clearly that not only was USAA supposed to include in both responses that I had the right to have these documents, but that they must ACTUALLY deliver them to me. USAA and/or the Bureau, should only contact me by the email provided or by mail, as I am currently without a phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/2019 I began the online process to open a checking account with USAA. The system did not have a way for me to state that my husband, a XXXX XXXX had died. His XXXX XXXX is what I believed would qualify me to open the account. I stopped the online process and called USAA. I told the Rep what I wanted, told him my husband was deceased and asked if I could still open the account. He assured me that I did qualify and he proceeded to assist with opening the account. The last step he took - with my permission - was to extract {$2500.00} from the bank I had at the time and charged me the {$25.00} wire fee to do so. He told me the account was now active and that I could begin using it immediately. I believe this was the last Friday of the month of XXXX. Over the weekend, I received by email from USAA documents that federal law requires be signed by me. The USAA instructions stated I could e-sign them. I tried but the e-sign link never worked. In between packing to go on an extended trip to XXXX I kept trying the e-signature link, thinking the problem was that the account was new and that it was just a " slow computer '' issue. Finally, I decided to call USAA for assistance. My intention was to go to my to account open up the documents, call USAA to get help with the e-signature link. When I tried to log into my account an error message told me my account was restricted to call USAA for assistance. I did immediately and eventually a woman in their Security Dept. very curtly advised that USAA has chosen to no longer conduct business with me or some script to that effect ... that has made me feel like I am a criminal of sorts ... and Rep refused to give me a reason for that decision. I called back and was transferred around to eight ( 8 ) different people, not one of whom could tell me what the problem was, just continued to make me feel as if I had committed an unknown illegal act. The ninth ( 9th ) person I spoke with in Security kindly advised me that the problem was I had not submitted my I.D . when I opened the account. I informed her that the man that helped me open the account NEVER ONCE asked for my identification. She kindly assisted me how to submit my I.D . electronically, however it was continually refused for one reason or another. Finally on XX/XX/XXXX my electronically submitted identification was finally accepted, however I remained locked out of the account. Countless phone calls to USAA only netted me the same run around in the same loop of non-assistance. Each call I was told by their Security Staff that they could not determine the reason for the restriction on my account so that Rep was escalating my call that I will receive a call from the appropriate department within no more than 2-3 business days ... to date, I have NEVER received a call. I was out of the country for an extended period of time, yet I still made several international calls to get this resolved by having my money returned to me and that account closed, yet no one has been able to assist me. Three ( 3 ) times I have sent emails to CEO XXXX XXXX, Chief Risk Officer XXXX XXXX, Customer Service Supervisor XXXX XXXX and CP Sales/Service ( manager? ) XXXX XXXX. Even though on the first email I had inadvertently submitted the incorrect member number still XXXX XXXX from Member Advocacy USAA Enterprise Financial Crimes Management sent me an email XX/XX/19 stating he had tried but was unable to reach me to call him and he gave the number and his extension. I began calling him the same day and each time left messages. I did not call XXXX XXXX, but each subsequent call thereafter I left messages ... specifically stating that since my Caller I.D . did not register a call from USAA I likely treated the call as a telemarketer and blocked the number. I pleaded with him to send me an email advising a day and time when he will be in his office and I will certainly call him at that time to get my money returned to me. Since his initial email, I have never heard another word from XXXX XXXX. Two ( 2 ) more times I have resubmitted my emails to the 4 USAA officials with my corrected member number and new cell phone number on them ... I have never heard anything back. I submitted a question to the XXXX community seeking suggestions on how to handle this problem and immediately the Help Desk for USAA sent me an email requesting more information. I immediately submitted the same information I have stated here. The reply I received from that Help Desk was that my information was submitted to USAA as a complaint. That was on XX/XX/XXXX ... to date, I have not heard another word. The last conversation I had with USAA Security was that no one in the company can access my account except Security so there is no one else in the company I can speak with because they will not be able to help me, that Security is the only department that can access my account and they can not help me because USAA has chosen to no longer conduct business with me. Additionally, On XX/XX/2019 I received a statement from USAA that shows they closed my account and issued an order for a check of my funds to be sent to me. Since I had not received the check, I called USAA several times with the same results as stated above ... no check, no help. I am a XXXX XXXX XXXX XXXX living on a fixed income. The money rightly belongs to me, it is now six ( 6 ) months since USAA has - in my opinion - illegally held on to my money, refusing to explain to me why and thus far, refusing to return it. If I had done this to their company, they would have all manner of Collection employees harassing me to retrieve what they would say rightly belongs to them. Yet as an innocent consumer, I have not felt like I have any methods to collect my rightfully owned money from USAA ... until by accident, I came across information about CFPB. My feeling is that USAA has stolen my money from me. I have recorded conversations with USAA representatives, each time I have advised them that the call was being recorded. The second to the last conversation I had with them, the Security Rep took me off of hold stating that she had found someone who could help me and the person was on the line. At that point I told them that I was recording the call and whether intentionally or accidentally I do not know, but one of them immediately disconnected the call and no one tried to call me back, so I called back and that is when I was told, no one at USAA will be able to help me. During my XX/XX/2019 conversation with a USAA Security Rep, I was told first one thing then another ... finally he put me on hold for a very long time came back stating that Property & Casualty had put a restriction on the check to be issued to me ... he supposedly tried to get them on the line to explain their reasoning to me, but he came back saying they were not able to take my call or something, then he said that it was because of the Auto department or something ... the more he spoke the more it sounded as if he was just making up things as he went along in his effort to get me off of the line. I informed him that I have never had an account or dealing with their Property & Casualty or their Auto departments. He then admitted that he wasn't sure if those departments were the problem. I never received an escalation call from that conversation either. I also believe that the representatives put me on hold for sometime upward of nearly an hour hoping that I would get tired, frustrated and disconnect the call ... I never once did so, I stayed on hold until they eventually came back on the line. Once again, I will be leaving the country for an extended period of time, but I will be reachable by email. I will GREATLY appreciate your help in recovering my money to me. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA SAVING BANK IS REFUSING TO RETURN TO ME THE INTEREST THAT WAS EARNED. THE CD IS TIED TO MY CREDIT CARD ACCOUNT TO SECURE A CREDIT CARD. THE {$1000.00} IS USED TO SECURE A {$1000.00} CREDIT CARD LIMIT. UNDER THE SECURED CREDIT CARD ENDING # XXXX. I RECEIVED NOTICE ON XX/XX/XXXX, THAT MY CD MATURES ON THE DATE XX/XX/XXXX AND THE NEW MATURITY DATE TO BE ON XX/XX/XXXX. ON XX/XX/XXXX I SUBMITTED A LETTER TO USAA SAVING BANK TO DEPOSIT MY EARNED INTEREST TO MY CHECKING ACCOUNT AND ALL FUTURE INTEREST TO BE DEPOSITED THE SAME WAY. ON XX/XX/XXXX USAA SAVING BANK ROLLED OVER THE CD BUT REFUSED AND ILLEGALLY DEPOSITED THE INTEREST EARNED TO THE CD ROLLOVER. THE ONLY GUARANTEE IS THAT I AM REQUIRED IS TO HOLD A CD IN THE AMOUNT OF {$1000.00} TO SECURE THE CREDIT LIMIT OF {$1000.00} FOR WHICH I MET. THE ILLEGAL ACTION BY USAA SAVING BANK WAS TO HOLD THE INTEREST EARNED. I DEMAND THE RETURN OF MY INTEREST EARNED ON MY CD AS REQUIRED TO MY CHECKING ACCOUNT. MY SECURED CD BALANCE IS {$1000.00}. MY SECURED CREDIT LIMIT IS {$1000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-18
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA Bank Paid {$800.00} toward my VISA account via a direct bank to bank transaction on XX/XX/2019. When I noticed the payment was posted but there was no change in the available credit, I contacted USAA. USAA indicated that there was a hold until XX/XX/2019. This is the XXXX season. More importantly, as a XXXX veteran, who served 20+ years, I am having XXXX XXXX on XX/XX/XXXX and had planned to use my card today and tomorrow. Although stated in their terms, this practice would appear to be predatory and unfair to veterans and American consumers, at large. Sincerely, XXXX ( XXXX ) XXXX XXXX, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I opened a credit card account with my bank, USAA, in XX/XX/XXXX. After using the account for approximately two years, I paid the balance due in full ( approx. {$1400.00} ) and requested the account be closed, shredding the card in my possession. Much to my surprise, approx. two years later in XX/XX/XXXX, USAA used the very same credit account to cover an overdraft on my checking account. Unaware that the credit account was even open, the amount due on the supposedly closed account began to become past due and collect interest. This continued for many months and I was not notified. Finally, some 10 months past due, as I was applying for a home loan, the past due account was brought to my attention, and although upset that the account was even open to begin with, I promptly paid the full amount and requested the account be closed, yet again. With a stellar credit history besides this mishap, USAA has refused to accept responsibility for dropping the ball and failing to close my credit account in XX/XX/XXXX, resulting in the one and only blemish on my stellar credit history. Not only have they refused to correct their mistake, or refund late fees as a courtesy, they have also not removed their negative report on my credit history, caused by their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80907
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I applied for a credit card with USAA in XXXX. I moved locations to a new address before receiving the credit card in the mail. I never activated or had possession of or used the card at any point in time. I suspect that roommates of mine where the card was delivered may have activated the card mistaking it for there own, USAA is a popular military bank and at the time I was in the military. I switched over to a new bank ( XXXX XXXX XXXX XXXX ) when I moved and never used USAA after that. The credit card remained open, and at a certain point during the last 5 years an annual fee was assessed to that card. Because I had no knowledge of this line of credit including the fact that it did not show on 2 of the 3 credit bureaus, the account went into deliquency some time in XXXX, resulting in many 120 day deliquency mark on my credit and ultimately the amount of {$38.00} was charged off to a collection agency. The only reason I discovered this account was that in XXXX I had been applying for credit cards and was repeatedly denied ... I contacted one of the companies I had applied for credit with and found out through them that I had a deliquent account that was causing me to be denied for that card. This is over 3 years after that account became deliquent, and I had zero knowledge that it existed. I am not fervent in monitoring my credit report but can say for sure that the apps and credit reports that I check most often ( XXXX and second to that XXXX ) had no information in my report for a deliquent account. Had I known about that {$38.00} charge at any point during the last 5 years that was open or deliquent I would have paid it. I contacted USAA to discuss and correct all of this without any resolve. I was told that I had no choice but to pay the {$38.00} to close the account, and that it would be my responsiblity to contact the credit bureaus to fix the negative credit caused by this credit card. I spent literally dozens of hours escalating this incident within the company, contacting them through phone and email, escalating it to the point of sending a personal email to the CEO. I had a conversation with a member with a customer relations employee that worked directly for the CEOs office, who was disrespectful and incredibly rude, and blamed me for not being more on top of my credit monitoring. I am particularly distraught by the fact that USAA is a US service member oriented bank, who claims to be supportive of veterans and allied with the best interested of active duty, retired, and all other veterans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86004
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A