Date Received: 2019-11-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Recently retired from the XXXX, my wife who was looking for a job was scammed for XXXX dollars. We called USAA and they told us its our fault so we have to pay. i was unhappy with the answer but immediately paid XXXX to the bank. I then set the account aside so i can make small payments on it. I had another account for bills, i was paid my retirement check and work check totalling about XXXX. This was to go immediately to rent and vehicle payments, but on XX/XX/XXXX USAA, without an email or letter decided to take ALL of my money and paid off that debt leaving me with XXXX dollars. It has been a week and i have no money no bills paid and struggling with my mental health. they have put me in severe hardship. When i called them they told me there is nothing they can do and it can not be reversed. I just want my bill money back so my family and i can survive and buy food.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2019-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2019 Charge for {$250.00} XXXX XXXX - USAA - CASE XXXX XX/XX/2019 Charge for {$110.00} XXXX XXXX - USAA - CASE XXXX These charges were never authorized by me and I never received any money. I contacted XXXX XXXX but they have no phone system and attempted to message them with their in app support system. It usually takes many days for a response. I never heard back from XXXX XXXX so I called USAA and started a dispute. It was very easy and got temporary credits in my account. I believe I had the credits around XX/XX/XXXX. Then on XX/XX/2019 USAA sent me 2 plain emails with pdf attachments. It does not say in the email that any information is required or my immediate response is requested. But hidden away in the pdf files is a request for more information. Because I don't check every email I receive from USAA because usually they are junk mail, I never opened the pdf, and then USAA DENIED my dispute. They never called me or sent another email. They never sent me a letter or anything they just denied it and took my money. After a few phone calls speaking to a supervisor I was able to resubmit the information. On XX/XX/2019 my one dispute is finally reopened XX/XX/2019 Charge for {$110.00} XXXX XXXX - USAA - CASE XXXX. XX/XX/2019 Charge for {$250.00} XXXX XXXX - USAA - CASE XXXX DISPUTE # 2 for {$250.00} has not been reopened since I uploaded information about the case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello ... My daughter and I has a Joint Account with this particular Bank..and shes also A XXXX In The United States XXXX ... On XX/XX/2019.. I deposited my XXXX check mobile ... like I always do every 2wks ... I made 5 Transactions afterwards ... Then I checked my balance like always ... ... So ... The next morning XX/XX/2019 ... My daughter texted me and asked whom was this lady that XXXX my account ... I asked her what lady ... I dont know anyone by that name ... and that someone had deposited a couple of thousands in my account also ... and took hundreds out of my account ... There were Thousands of dollars deposited in my daughters account as well ... Do I asked her what is going on..so she called the bank and they told her the checks will have to clear ... So she asked about my account ... but they wouldnt give her any information ... so I called to see what was going on ... They told me the checks will have to clear before they can investigate ... and it will take until XX/XX/2019 to clear ... So ... I asked them what am I supposed to for 2wks ... that was 80-90 percent of my check gone ... ... So for a whole week I kept calling to see what was going on ... They still couldnt give me any information ... So..My daughter and I got on a three way call ... To talk to the manager or someone in the Fraud Department ... Theyre asking us did we give anyone our information ... Which was insulting our intelligence ... Apparently my daughters and my Identity was stolen in order for this to happen ... and that bank is telling me I cant get my money back and it wasnt fraud ... so that left my account in a negative ... I seen some reviews on this banks site and there were some similar or the same issues happening to other people ... Im reaching out to ever Bureau, the police department, News affiliate etc ... Because this isnt right at all ... Hoping that something will get done ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76543
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-05
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was notified by letter that my checking and credit cards would be closed. I called to find out why and I was told I did not respond to a federal regulation asking for demographic questions such as marital status, etc. However, I told the USAA agent that I did complete this and every member on my account completed this. I was flabbergasted that after 15 years my accounts would be closed. The Agent checked and she said that two of the three completed the requested but my brother did not. However, I personally completed the questionnaire with my brother in person. I know he completed this 100 %. I am not sure if there was an electronic glitch or an issue with USAA 's app. I was also told I could not open any future accounts with USAA. I asked to speak to a supervisor and the she could not do anything at all. Worse, I asked to speak to a higher level person and I have yet to have received a call in the last two weeks. I am a service member in the XXXX XXXX and I don't understand why I am being treated this way. This seems to be an honest mistake somewhere and I just want to be able to open a USAA account again. This only seems fair.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/19 I chatted online with USAA agents about my pay check being deposited in to a checking that USAA closed for overdraft. I asked what options I had to get my funds. The agent told me in the chat that if I paid the over draft now out of my active checking account I could have my direct deposit after 3 days. I paid the over draft out of my active checking account I had with USAA and once again the agent told me 3 days I would be able to have my pay check deposited in to my active checking account. This was confirmed by 3 other agents all in chats. When the day came on XX/XX/19 for me to get my funds back I was told that all those agents had given me false information and that I agreed to this process when I first got the account. I asked for a copy of that disclosure on XX/XX/19 and still have not received it. USAA is telling me 10-20 days for them to release my funds. Because of this I have late fees on other bills and rent. I have also lost 40 hours of work and will now have to pay for a class out of pocket. When I told USAA that agents all told me that I would get my funds back after 3 days they just told me that they system wont allow them to do that. USAA stated that they know this is a bank error but don't want to do anything to make up for it. USAA sticks to the system having the issue. When trying to reach out to my customer advocate about this issue and that USAA is violating the law she does not return my phone calls. I believe that USAA used any means they could to collect on money that was owed. The means that they used was very deceptive and a lie. I have asked everyday since XX/XX/19 for my money back as well as the disclosure but USAA still refuses to do anything about it stating that it is policy. USAA hasn't even asked me what they can do to make this right after I get my money back. I explained to them that this caused me to take a week off work because the original agent said all I had to do was call to get my money. I called while I was on a break from a class that I was taking the you can't miss anytime in and that short phone call turned in to 7 hours on the phone with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Other features, terms, or problems
Subissue: Problem with convenience check
Consumer Complaint: I received an offer for 0 % APR on a convenience check from USAA that I was going to use but wording in the offer appeared to be in direct violation of CFR 12 part 1026 so I called USAA to clarify. The following is the concerning statement : " If you transfer a balance or write a convenience check with this offer, all purchases will be charged interest until you pay the entire balance in full, including any transferred/convenience check balances. '' The regulation is very clear that anything over the minimum payment must be applied to the highest interest APR, however, three different USAA representatives told me that is not the case. I gave the following example : I write a convenience check for {$1000.00} subject to 0 % APR I charge {$100.00} subject to 10 % APR My minimum payment is {$10.00} I am charged {$1.00} interest on this billing cycle I stated that if I paid {$200.00} then {$10.00} can be allocated to whichever balance they choose and that {$190.00} must be applied to the {$100.00} dollar charge and {$1.00} interest first and the rest would go to the 0 % APR balance. If I made no further charges then my next bill should have no purchase or fee balance and I should only be left with the 0 % APR balance if they are following the law. All three USAA representatives said this is not the case and that even if I paid {$500.00} that a portion would go to the higher APR balance and fees and that some would go to the 0 % APR balance but that my {$500.00} payment would not pay the purchase balance in full and that my next bill would still have a purchase balance remaining and that I would still be charged interest on that balance. This is a clear violation of the wording and the intent of 12 CFR 1026.53. I kept asking to speak to different people because I thought there was no way that USAA was so blatantly violating the law but after getting the same response from two normal customer service reps and a rep that specializes in USAA billing policies, it is apparent that they are. I am filing this complaint so that you can investigate their credit card payment allocation practices to determine if USAA is in compliance with regulations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76006
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Attempted to complete a VA Streamline IRRRL refinance for my home property. After receiving approval for the loan they provided disclosures with the new loan estimates and charges. I saw there was not a VA funding fee associated for VA home loans. I asked, deliberately, about the absence of this charge. The representative stated USAA were exempt of this charge by the Veterans Administration and did not have to apply this charge to its members, creating incentive for myself to pursue this loan. I asked again to confirm and the USAA representative went to confirm that this was valid by confirmation of her colleague and her direct manager. They also acknowledged this exemption to be true. As we approached closing, I did not receive final disclosures, which is not typical. I attempted to reach the processor who had been servicing me thus far, and she was not available. On her VM, she directed calls to another representative as she was out of office during the week. I could not reach said representative or a manager. This was XX/XX/XXXX. Closing was the next day XX/XX/XXXX. I did not receive a call back or any feedback prior to the notary coming. Upon signing I noticed more discrepencies and the notary informed me I have 5 days to cancel the transaction. For the time being I completed the signing and intended to correct or rectify the situation. During signing, I viewed new unpreviouslydisclosed charges ( One being VA Funding Fee ), improper deed recording information, and other concerning relevant transaction details. I again attempted to contact USAA the next business day XX/XX/XXXX, this morning, but a manager or the previous processors were not available. I feel a compliant is most appropriate given what has transpired.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85138
Submitted Via: Web
Date Sent: 2019-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I contacted USAA on XX/XX/XXXX to discuss a late payment showing on my account from XX/XX/XXXX. I was informed that there was no information showing it was late. I requested the 30 day late to be removed by USAA and Bureaus and it is still showing
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92108
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: My name is XXXX XXXX. On XX/XX/2019, I submitted a money transfer inadvertently to my ex-wife 's account. I immediately called USAA and tried to reverse the payment. As it was a USAA to USAA money transfer, the representative stated he could not cancel or retrieve the payment. I informed the representative, that this was to my ex-wife and we are not on amicable terms. I asked if he could reach out to her and request the transfer be reversed. He refused and stated even though it was a mistake it has been done. I then asked to speak the executive resolution team. After being on hold for 20 minutes, I was told they are busy and they would return my call later. As I work abroad, this was cumbersome at the least. After the call, I completed some research about whether I my ex-wife could keep the funds from the transfer and the banks responsibility. The bank is required to be your advocate and attempt to reach the other party to see if the party will release the funds. As of now, USAA has done nothing to assist and has failed to be helpful at all. For anyone else in this predicament, you have legal rights to obtain your funds for inadvertent fund transfers. The key to a return without legal intervention is for your bank to be proactive and advocate for you. Additionally, this is needed as proof if the other party refuses to return your funds. I am truly disappointed in USAA in this matter. I have been a faithful member for almost 20 years. I would assume the loyalty in itself would mandate at least a letter or call from the institution to the other party. I will be looking for other banking institutions that treat their members better.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98387
Submitted Via: Web
Date Sent: 2019-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-02
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have a personal loan with USSA Federal savings bank, account number XXXX where I currently pay about XXXX per month. But they charge interest to where the loan amount accrues XXXX dollars per day. I did not know this until after I got the loan. I got the personal loan one year ago and the loan amount was {$15000.00}. After making monthly payments on the loan I noticed that the loan amount went back up a XXXX dollars per day. I then called USAA about this and the lady told me that the loan does accrue XXXX dollars per day. I think this is crazy and predatory. They also refuse to refuse to get the late payment from my credit report concerning my personal loan. I fell on hard times and I am a XXXX veteran and get XXXX at times and XXXX and XXXX and I dont feel like taking forever to pay this loan back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A