Date Received: 2019-10-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: OnXX/XX/2019, I was on-line to make a payment to my credit card account ( USAA ) and by mistake, I clicked to pay the full amount owned ( {$3400.00} ) instead of a {$500.00} which I usually pay/month. When I realized I clicked the wrong amount, I called the customer service phone number and talked to an agent named XXXX ( sp? ) who was unable to reverse even though I called her 2 minutes after. She stated that I would have to wait 10 Calendar days to reverse the payment and for me to call back on XX/XX/19. I heard her actually counting out the days while I was on the phone with her. On XX/XX/19 the amount was deducted from my checking account. On XX/XX/19, I called customer service at USAA again and talked to XXXX and she said it would be a reversed in 10 BUSINESS days after amount was cleared. On XX/XX/19, I called again and talked to XXXX and she said the reversal would be made that day and gave me a case number. During that call, she put me on hold and checked with someone else to make sure that could be done on XX/XX/XXXX ; and it was confirmed Today XX/XX/19, still no credit of said amount into my checking account. I called and talked to XXXX at USAA and she said that XXXX made a mistake and the it was to be 10 business day from XX/XX/19 for reversed payment. I asked to talk to a supervisor as I was confused as to exactly when my refund would be made. After 32 minutes on hold, I was connected to XXXX in the resolution center of USAA. She put me on hold as she looked into my issue. She came back to tell me that no direct reversal of credit to my bank was possible and I only had 2 options : 1 : Send a check to me which would take 2 days for the work order and another 10 days to be approved or 2 : Have a cash advance made through my back ( would charge me ). She said that even though I was told by the above agents that this could be done ; she could not address what I was told, even though she saw all calls documented in their data. I am currently out of country and have a US address for all mail, but I'm not physically there to deposit the check. She had no other options for me. I was on the phone a total of 1 hour and 6 minutes with no resolution of the matter. Now ; why did all other agents say a direct reversal was possible, but there was different details as to whether it would be 10 calendar vs. business days ; and what date would the count down begin : day of payment to USAA or date cleared by my bank. XXXX also told me that day didn't count either. I asked that the check be mailed overnight, but she could not guarantee that could be done. So ... .it will be possible that I would have to wait 32 or more days from payment of the credit card to resolution IF I can figure out how to deposit the check. And by the way, my bank will hold the deposit for 3 days as well. So, 35 or more days!! As far as I'm concerned, this is not fair banking practice and I should be protected by the Fair Banking Act. To the least this is poor practice and no care for the consumer and my more than {$3000.00}. Your consideration of this matter would be appreciated
Company Response: Company believes complaint is the result of an isolated error
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On the weekend of XX/XX/2019 I lost my entire purse with my cellphone, and wallet including my USAA debit card, Drivers License, and a few other cards, receipts, and miscellaneous documents.On XX/XX/XXXX I called USAA to inquire about an alert on my account. I spoke with 2 reps that day who advised of a deposit of {$7100.00} which I stated I had no knowledge of nor should the deposit be there. They also advised me of 2 withdrawals shortly after one or {$2000.00} and one for {$2900.00} from a XXXX supermarket. Upon getting this information I proceeded to dispute the transactions. While in that process 2 inquiries also appeared on my credit report one for XXXX XXXX, & one for XXXX on which I disputed as well. At this point my identity has been stolen. I advised this information to USAA as well. About a week or so later i got notice the dispute was completed and deemed not fraud. On XX/XX/2019 {$4900.00} was taken from my account from what USAA states is a reversal of the 2 withdrawals. They have since been contacting me to pay off a collection on the account for the {$4900.00} that was fraudulently taken from my account. I have since had to get many identity theft measures in place and place blocks on everything. I tried to resolve this matter with USAA however to no resolve as once they deemed the transactions non fraud they would no longer assist me. From the beginning of this situation I spoke with about 7-9 different people with the absolute WORST customer service I have ever received. USAA stated that my claim was denied due to the card with the chip being used along with the pin however with everything inside my purse being stolen that information was easily obtainable as my cellphone was also inside.My greatest concern ultimately is how the withdrawals even happened to begin with. If a deposit as large as {$7100.00} was done on an account where no more then 500.00 has ever been deposited the account should have flagged then at that point. The deposit certainly should have at least pended or held for 24 hours being such a large deposit. Not only that the culprit was able to make 2 large withdrawals from the same XXXX store over 2000.00 on the same day of the deposit which should not be able to happen either. I made an attempt to file a police report with the XXXX PD however being that the withdrawals took place in XXXX they stated this was outside their jurisdiction. I am now working with my Lawyer to attempt to resolve and obtain some sort of video of the person making these transactions as it was not myself and is absolutely FRAUDULENT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30350
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019 I tried to transfer XXXX $ to Usaa the bank gave me access to XXXX $ of the XXXX $ amount. And tell me that my other funds the XXXX $ are on hold from the bank for an entire week, not a few days like I have typically seen before. I find it very frustrating after banking with them for years that they dont lift holds and will not work with me. I need those funds to pay a car payment that will now have to sit and wait because of this. I have never had a funds hold for an entire week at any financial institution I have banked at completely thrown off that this kind of behavior would happen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55033
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I opened an auto loan XX/XX/XXXX through USAA. I had always paid the loan on time and even was paying more than the amount that was due. I paid extra in XX/XX/XXXX which bumped the due date for my next payment to XX/XX/XXXX. USAA sent my auto loan to collections as a charge off in XX/XX/XXXX. They never notified me before sending the account to collections. USAA had even reported to the credit reporting agencies that I had never had any late payments and payment was current and up to date. I called USAA multiple times and spoke to them on the phone for many hours after finding out about the charge off. I was told by the USAA bankruptcy department that even though my account was current and not late, it had been charged off due to account inactivity and there was nothing they could due to correct the information. I paid off the account and now, over 2 years later, it is still showing up on my credit report as a charge off. I contacted them recently to try to resolve the issue again, but they responded that they have insufficient information to investigate the problem. I have screen shots and my checking account statements to support my information, but all my auto loan statements are mysteriously missing since XX/XX/XXXX and I have no access to them. I also have phone recordings of my conversations with the USAA bankruptcy department that can verify this information.
Company Response: Company believes complaint relates to a discontinued policy or procedure
State: CO
Zip: 80026
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: 1. On XX/XX/XXXX XXXX I executed and returned {$5000.00} of HARDWOOD FLOORING, which I paid for upfront, using my USAA DEBIT CARD ending in XXXX, with XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, PA XXXX ( ( XXXX ) XXXX ). These materials never left the warehouse of XXXX XXXX ; thus I was never in possession of items. I ultimately chose another product at a XXXX XXXX and XXXX XXXX, without question, allowed me to simply refund the debit transaction. 2. Under the perception that I believed the {$5000.00} refund would just take a few days to reflect in my USAA account, I knew TWO weeks was too long for any amount to be credited back to me, let alone the significant amount of {$5000.00}. Obviously, I then submitted a DEBIT CARD DISPUTE, Dispute # XXXX, on XX/XX/XXXX, as referenced from the EMAIL from USAA on XX/XX/XXXX. XXXX. In this XX/XX/XXXX, XXXX AM EMAIL, USAA stated : Certain requirements must be met in order for us to help you obtain the credit. Unfortunately, were unable to help you obtain the credit for the disputed amount for the following reason : " The required time frame to dispute the transaction has elapsed. In the future, please notify us as soon as it appears on your statement so that we can assist you. '' Although were not able to help, you may still be able to pursue this matter directly with XXXX XXXX XXXX. 4. This response was beyond absurd as I was not aware of any time frame to dispute a {$5000.00} refund transaction, especially since the DISPUTE was with USAA. The transaction was not disputed by XXXX XXXX, nor was I disputing any of their actions, as they had no problem processing the refund on XX/XX/XXXX. In fact, XXXX XXXX, from XXXX XXXX further assisted me by emailing me the receipt for the Refund Transaction on XX/XX/XXXX, XXXX PM, after I had to return back to XXXX XXXX to retrieve the receipt that USAA requested. If I would have paid in paper cash then yes my dispute would have been with XXXX XXXX and would not have submitted a dispute with USAA ; therefore since I paid {$5000.00} in CASH from my DEBIT CARD account, my dispute was with USAA for not refunding me the {$5000.00} that XXXX XXXX AUTHORIZED. 5. However, even after providing them with the receipt they requested over the phone, which I submitted using their online portal, I never received a response. 6. Then on XX/XX/XXXX, after I was never responded to, I called USAA to ask about the dispute and I was notified via their internal messaging system, as seen from my screenshot taken at XXXX XXXX, XX/XX/XXXX. ( I took a screenshot ( fortunately ) as I had no ability to save USAA internal message. ) 7. In this XX/XX/XXXX message, they asked for the following doc/info by XX/XX/XXXX : The date service was expected to be received Just as their XX/XX/XXXX email response was absurd, this XX/XX/XXXX Internal Message was equally absurd and baffling as I was not expecting, nor did I ask for any SERVICE to be received. The transaction was for HARDWOOD FLOORING, not a service. 8. Strangely, on XX/XX/XXXX, XXXX XXXX, USAA notified me via EMAIL now, that they have begun investigating a yet another dispute, now purportedly dated XX/XX/XXXX, clearly conflicting with the Internal Message merely two days prior. In this EMAIL, they stated they issued a {$5000.00} TEMPORARY credit, while they pursue a resolution. 9. On XX/XX/XXXX, XXXX XXXX, USAA notified me via email that In order to pursue a resolution of your dispute, we need you to provide the following documentation by XX/XX/XXXX - Copy of your contract with the merchant - Copy of the purchase receipt - Copy of the merchants terms and conditions 10. I then contacted USAA shortly thereafter, via phone, and was asked for XXXX XXXX ' contact information and address, which I provided. 11. I was asked to submit the Refund Receipt and transaction number using their Internal Message portal, which I promptly did so. 12. On XX/XX/XXXX, XXXX, AS SEEN FROM THE screenshot of their INTERNAL MESSAGE and after numerous calls with USAA between XX/XX/XXXX and this date, and after submitting the receipts requested, I responded stating I already submitted the documentation and information requested and learned from one of their representatives that they were in contact with XXXX XXXX, in which Im sure they found the {$5000.00} REFUND to be valid. 13. Merely 45 MINUTES later at XXXX XXXX, USAA contacted me via EMAIL, referring to the same XX/XX/XXXX dispute and message above, stating : We've completed our investigation of the dispute and find the transaction is valid for the following reason : -- Without receipt of requested contract documentation and/or purchase receipt to provide detailed information to prove service/merchandise were not as agreed upon, our investigation determined that no error occurred. -- Your temporary credit will be REVERSED. The temporary credit posted to your account for the disputed amount above will be debited from your account on XX/XX/XXXX. 14. On XX/XX/XXXX, at XXXX XXXX, using their INTERNAL MESSAGING system I stated I once again uploaded the receipt for the return from XXXX XXXX, as well as my STATEMENT showing the transaction to XXXX XXXX. 15. USAA responded on XX/XX/XXXX thanking me for my email regarding a dispute and that they have forwarded my inquiry to the Dispute Resolution department. 16. My response, as seen in that screenshot speaks for itself. After sending them all the required information, after they spoke with XXXX at XXXX XXXX and after I even provided them with my bank statement, they still REVERSED the transaction and locked my account. XXXX7. This Reversal over-drafted my account and subsequently resulted in nearly {$330.00} in NSF transactions. 18. I then ceased all communication and started using another bank for my checking. Unfortunately, I forgot to change my VA XXXX Direct Deposit to my new account, thus it was direct deposited to USAA, out of my reach. 19. Whichever funds I had while they reversed the account in addition to my VA XXXX payment of {$1500.00}, my account reflected a negative amount of {$4500.00} 20. Only upon returning to my account almost a year and a half later to retrieve my mortgage statements, which I wanted to review pertaining to their foreclosure which I also have an open CFPB claim about, I then found that USAA had issued a 1099-C for {$4500.00} on XX/XX/XXXX. Not only that, but they deleted ALL OF MY XXXX documents, ALL of my bank statements for account # XXXX and ALL OF MY MORTGAGE STATEMENTS. 21. Upon further researching my claims about their foreclosure I came across the CEASE AND DESIST issued from The Office of Comptroller of the Currency, XXXX, # XXXX. 22. Clearly this 1099-C they issued a mere day prior than the OCC Cease and Desist Orders effective date, was to evade the reporting requirements the OCC outlined, specifically Paragraph 61 ( a ) Respondent must treat the civil money penalty paid under this Consent Order as a penalty paid to the Government for all purposes. Regardless of how the Bureau ultimately uses those funds, Respondent may not : CLAIM, ASSERT, OR APPLY for a TAX CREDIT, or any other TAX benefit 23. Thus, USAA is clearly in violation of this Consent Order.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2019-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA has treated me like channel since day one if I caught an overcharge meant they will keep me on the phone for 45 minutes not 21 thing on XX/XX/XXXX we were pushed out of our home illegally XXXX XXXX that night or child right for my arms while me and my husband have been XXXX there has been fraud all over our accounts I would Peg the transactions and USAA would to release them. I have renters insurance claim for XX/XX/XXXX they just keep it there like its funny today I caught a wire transfer of all my husband Social Security into another account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
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 USAA SAVINGS BANK has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreover, I was never 60 days in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask your confirmation of the aforesaid item too. My proper request must as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: USAA claims that I owe them {$54000.00} from a home equity line of credit I took out many years ago. The loan I believe was taken out in the XXXX 's. I got sick and lost my job, home, and all savings by the end of XXXX. I ended up homeless for 5 years. I got better and a new job in XX/XX/XXXX. I started saving money and paying off all my debts. I applied for a hardship package with USAA in XX/XX/XXXX. They reviewed it and demanded I pay the full balance by XXXX XX/XX/XXXX. I have made a counter offer and they did lower the demand to {$39000.00} good till XXXX XX/XX/XXXX. I am not able to pay that amount. All other collection agencies and banks settled with me for around 20 % to 45 % of the total since they already took a benefit on their tax returns. I can offer them $ XXXX but that will require me to get a big loan and go further in to debt. USAA can be contacted at XXXX or XXXX. I have managed to pay off all my other outstanding debts by getting loans and savings. Can you help me get them to consider the $ XXXX offer? I have many family obligations and will need to get another loan to settle with USAA. Your assistance will be greatly appreciated. They should also give me more time to come up with the money or give me a payment plan. Telling me I need to pay the full amount by XXXX XX/XX/XXXX or XXXX XX/XX/XXXX is completely unrealistic and unfair. Thank you.
Company Response:
State: FL
Zip: 32507
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I received my credit report and I did not apply for this loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: - I opened a checking account earlier this month with USAA and my account immediately put of freeze and I can not activate or even get online and usaa has said that it was due to requiring a picture of my drivers license and then I would have complete access I tried for over a week sending the pictures and usaa has a different excuse every time from the system takes 2 days to their fax machine didnt peint it in color all of which is not my fault and then I recieved a letter saying that if I dont send in my ID by XX/XX/XXXX then they will close my account and it will show negatively on my report and they will also block my online access as a result ( they already did ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A