Date Received: 2019-10-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello, I filed a dispute about a charge on my USAA federal bank debit card where the merchant did not render the services that were promised and the dispute was greatly mishandled. The amount was {$220.00}. First I was sent a letter saying I had to provide additional documentation for my dispute by XX/XX/XXXX, but my dispute was closed before being allotted the full time period to provide documentation. I called them back and had them re-open the dispute. When they did I was told to upload my photos as evidence which I did. While on the phone the rep stated to me that the services that were provided to me from the merchant didn't look satisfactory and she/the merchant needed to give me my money back. Thus he could clearly see the photos. On another call I was told that if the merchant re-buttled I would have the opportunity to provide any additional evidence before the dispute was closed. That did not happen I did not have the chance to provide any additional statement or evidence in fact they stated to me that they could not see my evidence, that the photos were in black and white, so why would they close the dispute instead of contacting me for more photos? and how could the contact representative see the photos in color, but all of a sudden they were in black and white when it came time to settle the dispute? On XX/XX/XXXX at XXXX I received an email stating that they sent my information to the merchant to dispute and it would take up to 45 days to get a response. On the same day one minute later at XXXX I received an email that the transaction was closed. The rep told me that the photos were in black & white so they could not see them, but the first rep was able to see them. Also how was my dispute sent to the merchant and one minute later resolved if it normally takes up to 45 days? The rep also told me that someone would contact me regarding my dispute its been 7 days and no contact. I have re-uploaded the photos though. I feel that USAA is not sufficiently working my dispute and just closing it. I do not know why I am being discriminated against, but they have not advocated on my behalf nor provided a fair dispute process. The complaint was three wigs that I had colored and/or cut. The first wig the merchant colored 1/4 of a wig. I don't know who only wants the right front side of their hair colored. The second wig was supposed to be bleached blonde. It was auburn and very splotchy and unprofessional. The third wig was supposed to be cut into a short bob. It was cut so short and so uneven that one side was longer than the other and the bang was so short its no way to ever make it look like the style asked. I did not receive what I asked for. In fact honestly because she colored 1/4 a wig and also cut a wig uneven I feel I was scammed because she handed the wigs to me in a bag to take home and I did not see the full extent until I got home where I contacted her but she refused to refund my money. I spent about {$500.00} for the wigs and she scammed me and ruined them and USAA will not allow me a fair dispute process to get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: My husband signed my name for a loan in XX/XX/2017 via online I just found out about when they called about a payment. I did speak with them and asked how was I added to a loan XXXX loan that I didn't sign for nor did I receive any of the money. USAA told me as long as he have the last four of my ss # he could add me. At the time I did not have a USAA account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I received an approval from USAA for a Mortgage Loan on XX/XX/2019, in the amount of {$460000.00}. I completed all Inspections that were informed to me by USAA that needed to be completed. My date to close the loan was XX/XX/2019 ; however, I received a notice from XXXX with ( USAA ) that my closing date was changed to XX/XX/2019. On XX/XX/XXXX around XXXX XXXX, I received a call from my Loan Processor XXXX informing me that the loan could not be approved. I informed XXXX it's two days before closing and I have paid everything she informed me had to be paid. Im packed with people ready to move me what is going on she stated I did not make enough for the loan. I informed XXXX she did not just receive my documents why is she just informing me? Per XXXX shes sorry but thats all she could do. I called back and asked for the President 's Office. The Secretary took my information in which I received a call back from Mrs. XXXX. I informed Mrs. XXXX of the problem as well as the amount of money I paid to make sure everything would be completed per USAA. I also informed Mrs. XXXX this is two days before my closing and I have given my notice to move out of my current residence. Mrs. XXXX apologizes and stated theres nothing that can be done. Mrs. XXXX stated XXXX was pretty new to USAA and Mrs. XXXX ( Loan Officer with USAA ) should have informed me. I informed Mrs. XXXX this is 28 days later and it's not my problem USAA did not inform me of my true approval amount. I also informed Mrs. XXXX USAA has me in a pretty bad state. I asked about the money which I had paid in which she informed me I will not receive any of my money back from USAA. I asked Mrs. XXXX to speak to someone higher in which she informed me theres no one else for me to speak with she is the last person. Sir/Madam, Im writing this letter requesting help. I do understand every business has policies. But two days before a loan close and Ive been enter acting with USAA almost daily. Also, USAA told me to get things done and now refuse to return any of my money. Because USAA waited two days before closing I also lost my Earnest Money. I did not hold back on any documents that were needed for my loan I provided USAA with everything that was requested. I did not provide USAA with any false information and I completed every task in which I was informed had to be completed. I did not do anything negligent and shouldnt go to the loss of my money due to USAA negligent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75061
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: USAA Bank has completely mishandled this situation. USAA is so compartmentalized that they do not have any idea what one hand is doing while their customer support agents are saying something completely different.. I first called USAA in XX/XX/XXXX to dispute a charge from a merchant. USAA said thy could investigate a charge ( from XX/XX/XXXX and XX/XX/XXXX ) from a merchant, but could not guarantee a positive result. The charge is dispersed between 3 dates against the same merchant. The investigation spanned 5 months and ultimately resulted in USAA finding against me, while both XXXX and XXXX, while involved in the SAME TRANSACTION found in favor of me. I contacted USAA 3 times in writing and many many times by phone. I was always assured that USAA was " better '' than the rest, yet USAA ruled against me. The amounts were XXXX, XXXX, XXXX from XX/XX/XXXX to XX/XX/XXXX. Although USAA has STILL reassured me that they are on my side, their actions have shown otherwise. USAA has written-off my checking account and closed the account - to the detriment of my credit - while all along saying that they would not do this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32536
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX XXXX called me XXXX XXXX to say I owed {$1000.00} To USAA -- They offered to settle the debt in payments for 6 months that would amount to {$1800.00}. I told them I could pay {$1000.00} on the first to clear debt. Name of company if you dial it is XXXX. But I was not sure what I owed USAA since before I had a care giver XXXX XXXX to help with my finances and keep track of payments. Since I have had several XXXX XXXX and six XXXX. Also on line is proof I was recently XXXX in the XXXX with a XXXX guage by my dog that XXXX my XXXX and XXXX my right XXXX and cracked XXXX XXXX leaving an ounce of XXXX XXXXXXXX in my XXXX. Needless to say this has been hard without a care giver. You know I was not thinking so I called that number back and I explained that I am not sure if I am being scammed and I want to call USAA to be sure this company is legit. I also want to know for sure I owe this amount because I am not sure in my mind if I owe money or the amount if I do. I called USAA several times, some problem here with memory and did not answer their security question right but finally got through and then they needed me to send an ID photo which I did. Yet they will not give me the amount I owe and even after getting through and sending the ID. Maybe USAA can justify the record of 5 different phone conversations I have had trying to get my information and their getting me to verify by sending them a copy of my valid ID but for a senior I would not advise you to be a customer with them. The hours I have spent are frustrating just only to get information to verify if XXXX is their debt collecting company and if {$1000.00} one time payment or {$1800.00} in six payments is justified to pay off what I owe and if {$1000.00} is really the amount I owe. USAA has up to now refused to tell me anything even with all the proof I have given. USAA phone number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 880XX
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX XXXX I received a communication from USAA asking me to verify debit card activity on my account. I was traveling on business and didn't have access to the many references they require to deal with their customer service. They then put a block on my account so even routine transactions from trusted merchants wouldn't post XXXX XXXX, XXXX, etc. ) They did this on their own without consulting me or having any indications of fraudulent activity on my account. I don't live near a USAA branch so I have no other way to access my funds directly. When I returned home from my business trip I called them on XX/XX/2019 and spoke with XXXX. She refused to reactivate my card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: - I opened a USAA checking account online on XX/XX/2019 using my debit card as instructed I then recieved an error and was instructed to put in my checking account and routing which i did and account was opened. - money was never removed with checking account number but my card was charged for the deposit and was showing on my statement but USAA said they never recieved funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had reported unauthorized transactions on my checking account with USAA in writing and never got a response and when I did receive a response after sending a copy of the original complaint my report was denied and when I asked for documentation used in the decision I was told over the phone that there was no documentation to send me which I thought was strange. I feel that my error was not handled correctly by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: - I opened a XXXX XXXX USAA Secured Credit Card. - account was closed due to non payment and has harmed my credit. - the charges on the account where due to unauthorized charges and I was not receiving statements so could not notice the charges quickly. - I was refunded for the unauthorized amount but my account remained closed and still reported negatively.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: USAA is holding me accountable for 2 accounts that belong to my parents. One account that was open on XX/XX/2013 for {$300.00} and XX/XX/2013 for {$5000.00}. I was only XXXX at the time my parents open the accounts. My mom has called and complained about these accounts being on my credit reports. But USAA has done nothing to remove them. We filled a dispute, but the investigation with my XX/XX/XXXX report has been under investigation for 2 years and they still have not updated it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92627
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A