Date Received: 2019-09-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: The week of XX/XX/XXXX i phoned USAA to ask what was the best way to set up a Bill Pay and have a live checked mailed to the USAA Branch for deposit into another USAA Members Bank Account. The representative advised me to make the payment payable to USAA Federal Savings Bank with the address of XXXX XXXX XXXX XXXX XXXX, TX XXXX, which i did. On Friday XX/XX/XXXX I scheduled a Bill Pay of {$500.00} to this Members account for deposit, which was, by no fault of mine, sent to the wrong line of business within USAA, This money was sent to USAA Property and Casualty electronically, instead of being sent to USAA Federal Savings Bank in check form as i put on the Bill Pay Instructions and now these funds are lost. I called Saturday XX/XX/XXXX and explained all this and the representative started a dispute, my account has yet to be credited. This was not my error and I should not be suffering and out {$500.00} while USAA researches their mistake! As of XX/XX/XXXX, I still have yet to hear anything so, I submitted a second dispute on USAA.Com and called after and spoke to a supervisor named XXXX at ext XXXX who assured me I would receive a temp credit while the dispute is processed and i would received that within the next day or two and it is now 3 days later and I still do not have a credit on my account. I have been calling XXXX for the last 2 days and have not received a call back from her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I am active duty sailor in the military I have contacted XXXX XXXX XXXX and USAA XX/XX/XXXX, XX/XX/XXXX , XX/XX/XXXX XX/XX/XXXX I have spoken to ther credit card department, auto loan department and the XXXX XXXX XXXX banking on several occasions requesting proof of my signature for over 20 inquires for XXXX XXXX XXXX for USAA listed on all three of my credit reports . I get transferred and one is able to assist me to let me know why my credit is being pulled . I have only authorized XXXX XXXX to pull my credit on 2 occasions XX/XX/XXXX credit increase and XX/XX/XXXX auto loan . I have authorized Usaa to pull my credit for auto loan XX/XX/XXXX I have placed a fraud alert and requested I be contacting via phone (celluar number) before my credit is pulled . I have contacted XXXX XXXX and XXXX to have these inquiries remove each time I have called I was told to contact the merchant (XXXX XXXX)(USAA)I hired a credit repair company to send letters to both the merchant and credit agencies I have gotten no where out of XXXX fromXXXX XXXX . I’m mostly away out on deployments so I’m not sure why I’m getting these inquires monthly .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91950
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: on or about XX/XX/2019 I opened a checking account with USAA bank account ending XXXX and issued a ATM card ending XXXX. I was unable to activate the ATM card or use the checking account in anyway. I used a electronic check to open the account in the amount of XXXX from my checking account with XXXX XXXX which paid check on XX/XX/19. USAA tried to connect the two accounts which I refused twice and then I was later told that my new account with USAA was blocked and I had no access to it or my deposit. I was told that USAA no longer wanted to do business with me and account was under review. I told USAA I felt the same way and thought that they were crooks and not a bank only wishing to sell be there insurance products and control my funds thru a central location and fleece my funds with there products and services. I told them I wanted funds returned and their scam account closed. I was promised a refund within two weeks which never happened and still haven`t received my funds over 40 days later or information when I would receive my money. I`ve been robbed by USAA for not being stupid and had to change my account info on my XXXX XXXX to protect myself.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27704
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XX/XX/XXXX, I contacted my bank, USAA, to update my mortgage payment for a new escrow estimate. As a condition to assisting me, the representative required I provide my employment status, industry, and name of employer. It is unclear to me why any of these questions should be a condition of service, though the representative claims it is now required by government regulation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA Federal Savings Bank repeatedly credits debits first on the date that a direct deposit arrives. The bank credits the larger debits first, draining available funds, returns other debits causing fees, then credits the direct deposit to collect their fees. USAA has done this several times. I have contacted them, and I was told there was nothing that could be done. This is an unfair practice done simply to squeeze fees out of the consumer. There was a pending direct deposit the same day for more than enough to cover any debit, so there was no reason to return any debit, let alone stack up fees. USAA has done this most recently to me on XX/XX/XXXX and XX/XX/XXXX. It has also happened to my spouse. While we have set up overdraft protection and in some cases the debits were covered and not returned, USAA returned a debit for {$1.00} on XX/XX/XXXX, when a transfer of {$30.00} was made that same day. I know other veterans that use USAA have had this issue as well. Please investigate this unfair practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2019-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had set up a transfer of funds from my account at XXXX XXXX XXXX XXXX into my checking account at USAA Bank. The transfer was done through XXXX on XXXX XX/XX/2019 via electronic Check Transfer in the amount of {$220.00}. The money was in fact sent by XXXX XXXX XXXX XXXX and received by USAA Bank on XXXX XX/XX/2019 with the Check Clearing and the funds debited from my XXXX account on the XXXX of XXXX. ( See Canceled Check ). My USAA account was never credited with the transferred funds. I called USAA Bank 4 times. XX/XX/XXXX, XXXX, XXXX and XXXX. They first claimed the check never arrived. I had previously received and uploaded a copy of the cancelled check to the USAA Web site. USAA told me they couldn't see the uploaded Check. The 2nd time I called they claimed the transaction was rejected and they check was never cashed. I Emailed XXXX XXXX XXXX XXXX that night who responded and verified the bill pay transaction. XXXX confirmed to me the check was sent/transferred and cashed by USAA. The 3rd time I called USAA once again were back telling me they never received the check transfer on the XXXX of XXXX. The 4th and last time I called I had previously asked for and received assistance from XXXX XXXX XXXX XXXX and XXXX. I was actually on the Phone with a representative from XXXX XXXX XXXX XXXX and XXXX XXXX when I called USAA Bank. The USAA Customer Service Supervisor said they were able to see the check but could not validate it was cashed. Argued with the XXXX XXXX representative on the Phone and refused / would not credit my USAA Checking account. USAA stated they would have to call me back within 3 business Days while they further looked into the matter. USAA never contacted me by mail nor called me nor have they credited my checking account as of today, XXXX XXXX, a full 30 days after the check transfer was received and cashed.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32909
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I have been trying to close my bank account since XX/XX/XXXX and it was finally closed XX/XX/XXXX, the transcripts for the agents I spoke t speak for themselves, I was charged fees had fees removed then put back on, agents I spoke with including senior analyst lied and committed a fraud with information that changed depending on who I spoke with, I finally has to file multiple harassment claims against USAA and notified the VA about their shady practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, our USAA account was hacked, an outside account was added to our profile, and someone transferred {$10000.00} from our savings into this unknown account. USAA was notified immediately of the fraud. A police report was filed, as was an FBI report. USAA has refused to make our account whole again and is holding us liable. They have not and will not provide the specific details that led to this conclusion. They are no longer willing to discuss my case, and have recommended I get a lawyer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We set up homeowner 's insurance through USAA on our new home in XX/XX/XXXX via phone with a representative. After calling back multiple times, speaking with multiple representatives due to the premium seeming high, we finally set it up because we trusted USAA. USAA appointed an inspector to come out and look at the house in XX/XX/XXXX to ensure we had the appropriate coverages. We were never notified of the outcome of the inspection. Fast forward to XX/XX/XXXX, upon refinancing our home, it was brought to our attention our insurance premium seemed very high. We went to another insurance agency for a quote, with the same coverages, and were quoted a significantly lower rate -- - because the dwelling coverage on our USAA policy was literally double what it needed to be. When I called USAA to cancel our policy, the representative informed me of the same- that our dwelling coverage was way too high, and that she could get us a lower rate than what we'd been paying. She also informed us a letter had been sent out informing us that our dwelling coverage should have been lower per the USAA appointed inspection report and that this letter was emailed to us on XX/XX/XXXX. I looked through all of our emails and documents on USAA.COM, but this letter she spoke of was absolutely nowhere to be found. Therefore, I requested a refund for what we had been overpaying for 15 months, as we were never notified or provided the opportunity to lower our coverage based upon the inspector recommendation/findings. The representative stated she would forward the request to her manager and get back to me the next day. Unfortunately, the representative got back to me and essentially stated that we would not be receiving a refund because it was our fault the premium was made too high in the first place and maintained that the letter was sent out to my husband 's email, even though there is no record of this letter anywhere else. We were never informed of the findings of the USAA appointed inspection and therefore it was unbeknown to us that we even had an option to lower our premium. After being USAA members for 11+ years, we have never experienced anything like this from USAA- it is so disappointing. The lack of integrity, unwillingness, and unreasonability has heavily tainted our views of USAA and we intend to take our business elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Complaint ID : XXXX Just received first Mortgage coupon and IT STILL HAS ESCROW INCLUDED! Why hasn't CFPB resolved this accordingly? USAA tricked us by including Escrow in an email and saying it is equal to Final Disclosure before closing. CFPB has not contacted us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91411
Submitted Via: Web
Date Sent: 2019-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A