Date Received: 2019-12-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019, I was scammed. I did receive a call stating that they were for a financial institution and they were offering financial rewards. They accessed my account and deposit fraudulent checks, and then made me pay more than XXXX $ back in order to get my rewards. USAA froze my husband 's account because I am an authorized signature making him failed in our home, car payments. USAA took from my husband XXXX from his account when this situation was due to scam. All my husband 's income goes in there. My husband has been contacting them several times since XX/XX/2019, and they do not want to unfreeze his account. Also, they failed to provide us the proof with all notes of the fraud analyst in why the made the decision to made me responsible for all scam charges. we have been contacted the bank several times and they are failing in provide case number and letter in how they based the decision. I am requesting that my husband 's account be unfrozen in order for to him make his payment of our children 's roof. If they don't do we will lose our children 's house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33579
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: Managing an account
Subissue: Cashing a check
Consumer Complaint: Received a letter from "XXXX XXXX XXXX" and a check from "XXXX XXXX XXXX." in the amount of $XXXX. The letter indicated that the check was to cover the amount of legal and administrative fees associated with the winnings. I deposited the check into my USAA checking account on XX/XX/2019, and followed up the next day with the bank to see if the check had cleared and been deposited into the account. The USAA representative (and the balance on the phone app) told me that the check had cleared on XX/XX/XXXX. This conversation was recorded. On XX/XX/XXXX, I sent out a check in the amount of $XX/XX/XXXX for "fees" as directed by the letter. On XX/XX/XXXX, I was alerted by USAA that the check from XX/XX/XXXX had bounced. Had USAA not repeatedly told me that the check had cleared into my account, I would not have made any additional steps. I have been defrauded by this company but I was also not protected by USAA as their representatives gave me deficient information that led to me being defrauded by this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
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: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been trying to have these 2 disputes resolved since XX/XX/XXXX and XXXX 2019 Dispute case # : XXXX -- This case has now been reopened as a fraud case # XXXX on XX/XX/2019 XX/XX/2019 - original charge {$250.00} Dispute case 2 # XXXX XX/XX/2019 {$110.00} This case has been closed and my provisional credit removed. I have attempted to resubmit this as a fraud case but have not received proof or my provisional credit I have also submitted a request for proof of how this was decided not in my favor but was only given generic emails XXXX XXXX XXXX XXXX XX/XX/2019 is who I spoke to from USAA fraud department. I was told both charges are now being looked at as fruad but still have not received my provisional credit or email with documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
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: Managing an account
Subissue: Banking errors
Consumer Complaint: On several occasions I had the funds available in my checking account to pay a debit, but USAA would send it back and charge me a {$29.00} NSF then I would also get a {$20.00} to {$40.00} dollar charge from the vendor. I have emails showing the money was available in my account, but they sent the debit back against their policies so they could charge the fee. This is the third complaint and each time they just send their deposit agreement, but fail to show my available balance was below what the debit was. I plan on closing my account due to all the issues I have had with them charging unjust fees. One date that I still have the emails with proof saved for is XX/XX/19, three different fees of {$29.00} each. I attached this proof below. There were several others, but these are the ones that I definitely have the emails saved for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: XXXXX
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2019-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA Credit Card services has not been following the law on applying payments in excess of the minimum due on the credit card to the amount with the highest interest first. Instead, USAA applies the excess payment to the lowest interest first and then to the highest interest. I have been in contact with USAA about this and they continue to apply excess payments to the lowest interest portion first in order to illegally generate more interests from the and other unsuspecting XXXX and XXXX XXXX personnel.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33411
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a USAA member since XX/XX/XXXX. I have a checking account with them and I had an issue last week that I would like to share with you. My mother made a cashout ( funds transfer ) from her side gig account ( XXXX ) to her USAA account to help me pay a couple of bills that were due last week. Once she received the funds, she wrote me a check in the amount of {$20.00}, which it was deposited and funds were immediately available since the other account ( my mother 's ) had the funds available to be cleared. Date of the event XX/XX/XXXX of this year. On XX/XX/XXXX, they charged me {$25.00} due to NSF. Which I questioned on XX/XX/XXXX, and they insisted the other account ( my mother 's ) had no funds to clear that check. They alleged they pay all the debit charges before proceeding to clear checks. They insist the account had no funds, but I suspect they were doing something else. Sometimes the account shows a different balance in the app, other time it shows another balance, which brings confusion. I disputed the charge and only {$5.00} were refunded as a courtesy. I am no liable of USAA 's mistakes and the way they manage or post debits and credits is highly questionable. While I was charged {$25.00} for NSF my mom 's account was charged {$29.00}. We can not trust on a bank whose financial practices are questionable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My first contact with USAA was on XX/XX/2019 to their Survivor Relations Department after I had spoken to my Aunt who informed my brother and I that my recently deceased Uncle had named us as beneficiaries on three USAA accounts. I contacted USAA to advise of this and they were awaiting our calls. Contact was needed in order to have USAA send us the paperwork to transfer the funds to each of us. In this phone call, I indicated that I was going to be transferring this money to an IRA with my financial institution because it did not want to pay taxes on the funds. They advised that they would mail the forms ( 100 + pages ) and I needed to fill out and return the Inherited IRA form to USAA. I received the paperwork on or around XX/XX/2019. The funds had to leave my uncle 's account, go into a USAA Inherited IRA in my name, then close that account immediately out because I was not an eligible USAA account holder. I faxed my paperwork to USAA at the fax number given on XX/XX/2019. I did not hear anything for some time. I called the Survivor Relations Department in the beginning of XXXX after we hadnt heard anything. All three of us beneficiaries had to have our paperwork in before they would move any funds. When I called, mine and my brothers paperwork was lost. The representative found it and placed it in the correct department. My brother and I were communicating with each other after this point because we were getting different explanations of what was going to happen and when and how the funds would be moved. My brother was advised that we would only be getting checks sent to us and we assumed the check would be in some form that I could deposit with XXXX XXXX without a tax penalty. On or about XX/XX/2019 I received a phone call from XXXX in the survivor relations department wherein she stated that the record had shown from a previous phone call that I had wanted to transfer the funds to another account and she asked me if that was still accurate. I immediately replied yes that was still accurate but you guys told my brother who had spoken to a representative at USAA just days prior and said that they could only issue checks to us. She said OK and the phone call ended. If I was incorrect in any part of my description to her on what I wanted to happen with my funds, she should have corrected me right then and there. She should of advised that a transfer form was still needed in order to move this money to another Inherited IRA at my financial institution, XXXX XXXX. At this point, I was still assuming that my check will be in a form wherein it will be a tax-free transfer/rollover. After a long time and many phone calls between my brother, aunt and I, we were finally notified that the checks were going to be sent out on XX/XX/2019. I still had not received any information on the Inherited IRA that USAA said they had to open for me. I had no account number, date it was opened, or the amount that was in that account. That was later sent to me by US Mail and dated XX/XX/XXXX, which I did not receive until almost two weeks later and well after we found out that the checks sent to us were taxable. Once the checks were received, my brother and I took our checks to our financial institution, XXXX XXXX, to be deposited into our Inherited IRA 's. We were then notified that these were taxable distributions. We did not deposit the checks and immediately contacted USAA of the mistake. They told us the transaction could not be reversed because the accounts were closed. We both filed complaints with USAA. My complaint was called in to the USAA survivor relations department, along with letters I mailed and faxed to USAA CEO, CEO of the bank, and USAA Legal Department on XX/XX/2019. I received a call back from the USAA Survivor Relations Escalation Department XX/XX/2019 and have gone back and forth many times up until a final decision was made by USAA not to reverse the transaction on, XX/XX/2019 at XXXX because there was no bank error. I asked for a written letter as to why they would not reverse the transaction since my check was not cashed and XXXX advised that it would take 1-2 months for this letter to be written. This was unacceptable. My brother also filed a complaint with USAA. He never received a phone call from his advocate, XXXX in the CEO office. I had a representative, XXXX, in the survivor relations escalation department who communicated through me. I then communicated to my brother because he was still not receiving any phone calls on the status of the matter. This is totally improper. I was told that if they reverse one account they would reverse them both. I also had an advocate in the CEO office who I only learned of on XX/XX/2019, XXXX, who NEVER called me, even though the record reflected she did. I did not hear from her until XX/XX/2019, when a call was requested via XXXX in the same department via my brothers phone call on Friday, XX/XX/2019. The lack of continuity in this USAA department is stifling. Myself and my brother both had the same intentions with regard to the money and it was voiced many times, we spoke separately to USAA and we both ended up with the same outcome. No one in that department could accurately tell us that they needed a transfer form from my financial institution, and it did not come from USAA. When I finally spoke to XXXX, she said she didnt need to speak with me since XXXX was speaking to me. After I pressed XXXX on why the account couldnt be reversed she said it was because it was against regulation. I asked what regulation specifically and she said that since USAA got in trouble about a year ago for closing and opening accounts for its customers. I told her this situation was not the same. I believe that if we were USAA account holders we would have been treated differently. Every time we called USAA they advised that they would be recording the call. My intentions are accurately reflected in the phone calls leading up to them issuing the checks. This check is for about {$230000.00}. I am now out the interest I could have been making in my new Inherited IRA which was opened at XXXX XXXX on XX/XX/2019. We have also hired an attorney on this matter and sent a letter to the USAA Legal Department. I also had two other accounts with USAA, one savings account and one mutual fund. I had no problems communicating my intentions to them. In fact, they asked for more information on these smaller accounts then they did on this large IRA account. They, of course, were different departments within USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60452
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a member of USAA for almost 30 years and on XX/XX/2019 a direct deposit in the amount of {$4500.00} was posted to my checking account for my payroll. On XX/XX/2019 I tried to raise my atm daily limit from {$610.00} to {$4500.00} on the USAA app, but was only able to raise to {$3000.00}. I then contacted USAA via their 800 number and first spoke with XXXX, who told me that my daily limit was not going to be raised. I explained to her that was a payroll deposit and funds should be available for withdrawal, since there is no hold for direct deposits. She continued telling me that the atm daily limit could not be raised, so I asked to speak with a manager or supervisor and she continued repeating that my limit would not be raised and did not transfer me. I then rang up and called again and after one hour in between holds on the phone, I was able to connect with a member of the executive resolutions office, who told me that since I had an overdraft on the past 12 months, I did not qualify for an atm limit raise to withdrawal my own payroll funds. I had then to transfer part of my funds to my son 's account to access the entire amount of my payroll.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Contact information correction on initial complaint against USAA.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 930XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A