Date Received: 2019-07-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: on XX/XX/XXXX, me and my wifes, wallet and purse was stolen after we were done shopping, we reported to all of our banks, the missing cards and I have been working to get a new id, all of my other banks have returned funds and closed the associated cases as fraud did occur. USAA on the other hand decided that since our information was stolen that we should be liable for all the transactions. since I have filed the claim no one from USAA has spoken to me or my wife. I did call back on XX/XX/XXXX after receiving the denial letter and was told that someone from the claims department would contact me back.I did ask for a second review and still have not heard anything back from them. at this point I have attempted to escalate and they still have denied me. I need someone to review USAA policies and procedures for fraud as this is no way to treat a veteran, and it appears by other reviews on the internet they do the same thing to other vets.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was supposed to get my disbursement funds on XX/XX/2019, according to the contracted paperwork signed by everyone involved. As of close of business XX/XX/2019 I had not received my disbursement funds to my bank account via wire transfer. Friday afternoon I did call XXXX XXXX? and USAA and My Bank to find out where my funds were at? They all blamed each other. XXXX XXXX had my money, but blamed USAA for the late delivery, USAA blamed XXXX XXXX because they had the money, XXXX XXXX blamed XXXX Bank because they had " special needs '' wire transfer. I vocallay argued with USAA the fact that XXXX XXXX wanted to hold my funds for the weekend and this should be illegal. They said it is, but I told them, " I bet you I don't see my funds until Monday morning because they want the interest off the of it '' and that's exactly what happened. Monday morning boom ... there is my cash in my account. Magic. Also ... the lack of information from USAA to the consumer are astounding. I still have to idea about my escrow accounts. One of the loan officers I dealt with stated that I did not pay closing costs, they were rolled into the refinance. That means I am paying for them. I'm at a loss right now with USAA/XXXX XXXX and whoever else was involved ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54650
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my check on Thursday XX/XX/2019. They then told me that it won't be available for 7 days. They then locked me out of my account claming " suspicious activity ''. I called them on Saturday XX/XX/2019 and they said it was because my daily balance is too low and the bank could do nothing to release the funds or help me, essentially saying I'm too poor to access my funds immediately. I explained to them that I live paycheck to paycheck right now and that I need the money to pay for food, gas, and bills. I've had a couple day hold before, but never a full week. Usually it's available immediately. Their hold seems unreasonable and perhaps unlawful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: USAA partners with XXXX, an instant money transfer service. XXXX is advertised as being the safest way to transfer money because it is linked directly to your bank. However, it is a known danger as it is specifically requested by scam artists due to the speed and lack of protections from XXXX or the bank. I was a victim of a scam to buy tickets, and {$400.00} was transferred to a scam artist on XX/XX/2019, via XXXX on my USAA mobile app. It was requested by the scammer, and I was unfamiliar with XXXX but knew it was touted to be safe because it went through USAA. As soon as the transfer was completed, the scam artist turned the phone number off so it was no longer in service. I immediately called USAA and was told there are no protections and there is not a way to cancel the transfer. I filed a dispute on XX/XX/2019, with USAA and was told quote " XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. '' After spending close to six hours on the phone with USAA this week, I was told I signed up with XXXX with fine print that said not to send money to people I did not know. I have decided to leave a bank I've had for years because of the trust I put in the bank to provide safe services via their mobile app. I am filing this complaint because I feel consumers need to be made more aware of the ease in which scam artists are using XXXX. There is a false sense of security when you use your bank 's mobile app to enroll and use XXXX, and scammers know this. USAA even said they know it is a problem and have " made their members aware via a FAQ on their website. '' This is not enough. I believe banks that make XXXX available should send a physical letter letting them know the dangers associated with this service, especially since it is known by them to be an issue. I am very disappointed in the lack of protections offered by banks when their customers use XXXX because of the false sense of security. If you can not trust your bank to protect you, then who can you trust? Maybe I should ask the scammer when I also ask him for my money back ... I do not have any documents to upload because USAA refused to comply with my request for the documents. We've asked for the documentation used to deny my dispute as well as the terms and conditions I agreed to when signing up with XXXX. However, they refused to do so each time, despite the statement in my denial of dispute email that stated : " If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us ... '' Therefore, I have nothing to attach, unfortunately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My one bank account was over drawn and they transferred money from a different account w/o notifying me and kept checks in hold for over a week causing several bills including car payment, mortgage, credit card, and electric bill to bounce becoming overdue since I did not notice. They the froze my accounts after they removed one payment and placed it into the over drawn account that would have one of my direct deposits suited next week to cover the amount. It was an accidental deposit of checks we didn't realize were already submitted and I had that account for almost 9 yrs with no problems. USAA is mad b/c my spouse and I had over XXXX of attorney fees and had to file bankruptcy which included a lian my spouse took out in my name for XXXX in which he paid XXXX a month for first 24 months and could only pay the XXXX month but somehow still owed XXXX so I told him to place it on the bankruptcy. USAA pretends to help veterans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73036
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I ( XXXX XXXX Military, XXXX XXXX ) purchased a product through money transfer service XXXX through the USAA Banking XXXX. Sent {$880.00} from my savings account, through XXXX on the USAA Banking XXXX on XXXX XX/XX/2019. Transfer completed on XXXX XX/XX/2019, verified from USAA. Called and texted seller, did not receive any update or word on the money being received and/or product being shipped. Filed a dispute with USAA to obtain a refund on XXXX XX/XX/2019, they denied any responsibility and did not issue a refund. Called XXXX and they only referred me to my banking service and said I have to obtain a refund through USAA. Now I have no product, {$880.00} was stolen from my savings account which USAA nor XXXX will not refund even with proper disputes and proof. I intend on moving this case to the Military Judge Advocate and legal services if not resolved. My wife and I are XXXX ( moving ) to another duty station at the end of this year and this money is extremely important to us, it can cover moving expenses, rentals and food while moving. I have been with USAA a long time and the fact that they are denying any help at all in this case is extremely saddening, if this can't be resolved we will look into other banking services that can provide buyer/user/veteran protection for money transfers. Please help! Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I believe this happened on XX/XX/XXXX. I was on USAA online website looking at mortgage information. They said you can get " pre-qualified '' online. I looked up this term to be sure i understood correctly. " pre-qualify '' means a soft inquiry like credit cards received in the mail usually do. So i decided to see if i pre-qualify for a mortgage. As soon as i hit submit i received alerts that my credit just received a hard inquiry. I did not authorize such an inquiry. I looked at USAA online and they now said i was " pre-approved ''. I NEVER submitted for pre-approval. I attempted to contact them, more than once, and could never seem to reach someone who could directly help. They said there was nothing they could do, my credit was already pulled. I tried explaining what happened and they still claimed they were unable to do anything to fix it.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In XXXX I opened a joint account with my niece who was at the time in college. When opening the account only document I was asked for I was a signature card. Provided. We used the account without issue for XXXX months Im estimating until the account was locked and we couldnt move $ out of the account anymore. During this time my niece who was in another state was impacted by a hurricane and due to lack of available funds lost her apartment. I called only to determine that USAA needed identification documents for my niece. We provided what they requested but the bank had an address linked to my niece that was associated with her father therefore the proof of residence would not validate even though her ID matched her lease agreement. The bank would also ask us for documents without giving detailed information for example they requested an ID & her social security card but failed to inform me that the back of the item was also needed. This went on for approximately another 6-8 months until I could no longer fight with the bank. Currently there is approximately {$1500.00} in the account. The last time I was asked to provide documentation was XX/XX/XXXX and it was provided at that time. My account is still locked. Early on when this began I called once and told them that I had a hold on my account and whoever I spoke with just lifted the hold and at that time I thought it was resolved so I only took out what was needed not the entire amount, regrettably. In XX/XX/XXXX when I spoke with a supervisor about this & she modified the address for us to provide the proof of address we sent in the last document and still nothing. I personally funded my nieces direct deposit because I felt guilty and now Im at a loss. On that call XX/XX/XXXX I asked if what we provide is not satisfactory how long will USAA take to close the account and relinquish the funds I was told 60 days. Here we are 2 years later and the account is still in the same status USAA has held onto my money without regard for how impacting this is. Last 4 of the account # is XXXX XXXX {$1400.00} Last transaction XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: We are USAA customer and have all of our financial life with USAA. We received a promotional offer on our credit card for 0 % APR on our card for balance transfer. We called USAA to ask about the term and conditions and were told that we had to get a convenience check for us to do such a large balance transfer ( {$10000.00} ) we ordered the checks on XX/XX/XXXX and did not received them until XX/XX/XXXX. We called to initiate the balance transfer at which point XXXX from the Executive Resolution team told us " oh well tough luck. The promotion is expired and I know you got the checks late, but it is your fault! '' how is it my fault that USAA took on months to send the checks? We were promised by USAA on XX/XX/XXXX that so long that the request for checks was initiated before XX/XX/XXXX that we will be able to take advantage of the promotion which we did as we were told. XXXX decided to go against the offer, rules and regulations and said that she answers to no one that she is the decision maker, and her word is final. Please help, Thank you, v/r, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2019, I received a XXXX Payment of {$350.00} from XXXX. Funds were instant and all was well until XX/XX/2019. There was an unrecognized charge of {$350.00} labeled as Misc Debit. I assumed this was a XXXX payment reversal so I contacted USAA to fill out a research form to provide me more information it as there was no information on the charge. I let time pass and I accepted my loss and had moved on, however recently I wanted to understand what the charge was for so I contacted USAA on XX/XX/2019 and started a call with them at XXXX XXXX EST. The rep was very kind and assisted me in getting senior specialists to assist in determining what the cause of the charge was. They spoke with their executive big boys/gals and they stated that they were not able to determine the cause of the payment debit other than related to a transfer. They stated if it had been a XXXX reversal it would be stated as XXXX reversal. Informed that in order to look into it further I would have to get a court-order subpoena to have execs provide internal information as to why my account was debited {$350.00}. So here 's the bottom line, USAA admitted that it was not a XXXX payment reversal. Stated that there were no disputes received in regards to the XXXX payment of {$350.00} and that they're unable to provide any further information as to why my account was debited {$350.00}. I do not wish to classify this as an unauthorized charge, but I would allege that it is until USAA is willing to provide accurate information. I trusted USAA to protect my assets and at the drop of a hat {$350.00} poofs and 0 explanation can be given. USAA is a great company overall when it comes to my banking needs and would not choose another bank, but the future looks grim if they lose track of their customer 's finances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23602
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A