Date Received: 2019-07-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have been trying for over a month with my wife to open an account for our son with XXXX XXXX so that his SSI checks can be deposited. We have submitted information, personal information, such as the award letter and an application with no phone call from the department only an email asking for information like where my son works ( he is XXXX! ). We have called multiple times and also tried online chat but no one can give us answers. We provided the information needed and they are asking things like where we want the account funded from, we have several accounts with USAA and our HOI and Auto Ins as well as life and a personal insurance policy, I mean we are not known to USAA?? Or valued enough for someone to pick up the phone? We are told that the department that handles representative payee checking accounts does not " take calls '' but the department who is trying to figure out the issues can not see our documents we sent. How do we do business like this??????????????? Its not acceptable or fair to our son ( XXXX XXXX XXXX ) to be treated this way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Made payment and company still reporting as delinquent. Made payment XX/XX/XXXX files wrong information XX/XX/XXXX needs to be fixed asap
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Made payment and company still reporting as delinquent. Made payment XX/XX/XXXX files wrong information XX/XX/XXXX needs to be fixed asap
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking account 2 weeks ago. I have been a member of USAA for 12 years, prior. A few days later, I transferred over my savings from an external bank account that I was closing out ( because I am moving to another city and they don't have regional branches ). My account was frozen after the deposit, and put " under review ''. A week later they unfroze my account, but will not let me withdraw my money or use my debit card. They have disabled the debit card they sent me. They will not send me a new one. Nobody I talk to in customer service can help me. Nobody knows why my account keeps getting frozen. I talked to an Executive Member Resolution team member, and she hanged up on me. She claimed to be a supervisor, but had no access to fix my account. USAA has frozen my account again! This is the second time in 2 weeks. USAA is now my only bank account. All of my money is in their checking account. I have not eaten in 2 days. I am afraid I will die due to lack of food. I have called their bank multiple times. The lower tier agents just tell me that the account is " under review '' and are unable to help. It has been under review for weeks. I am a XXXX veteran at risk of dying due to lack of food. I have not eaten in 2 days. I am afraid they will take my next payroll deposit, but not give me access to the funds. I am scared for my life. I can not change the payroll deposit because it's to late to reroute the money. I don't want to die.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2019-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I bought a car. I started an allotment for the car. I went to the hospital for treatment. The allotment wasn't processed in a timely manner ( which was later identified and rectified after research ). USAA said they sent letters to my home about my account. I wasn't there and never received them. They had my phone number and never called. They misspoke once and said they did call but I pulled phone records and proved that they didn't. They later apologized and I asked for my account to be corrected because they never called. I tried to correct my credit and was unable to. For years I have tried to correct it as it interfered with my clearance. It was corrected for 1 month then reappeared. The representative called me when I called the CEO office and was rude. She said it will not be removed and that I should stop putting in complaints. I was in fear of USAA retaliating so I stopped but it wasn't right. I called the CEO office and once again Mr XXXX said he didn't see removing it as a problem. Well I guess I was. The representative called me and said I should stop as the credit report will not change. I went to register my vehicle in XX/XX/2018. I had 39 days to get the registration completed. I received all kind of nasty letters from Georgia saying I was in jeopardy of committing fraud and my plates revoked. I called USAA in panic XXXX XXXX and XXXX. I was promised each time they were working on it. Registration takes 30 days. It was an electronic title. USAA refused to take responsibility that they messed up. Didn't monitor the transaction or needed actions. They did apologize those. My issue is that why when I made a mistake of trusting my actions ( the allotment ) I corrected it from a hospital bed nd no phone call from USAA, I get 3 years of unfair reporting. But when USAA makes the mistake of not obtaining my title in a timely manner due to oversight and negligence, I get the residual and backlash. No one dings them for this mishap. I think in good faith they should remove that blemish and this time for good as it was not done intentionally and could have been rectified sooner had they simply called me. They had 2 other ways to contact me. The bottomline is it wasn't done on purpose. I have never been late on ANY vehicle I have ever financed through them. We almost had another problem when they went in the account and tried to debit the payment BEFORE the due date. of course the allotment wasn't there and they said well we will only try and debit once. But why before the agreement/due date. That causes problems. I'm glad I monitored that transaction. I just want it removed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Date of transaction XX/XX/2019 Complaint against USAA Went to get an auto insurance quote. USAA has membership qualifications for military. I went through their qualifications list and was informed I did qualify as a child of a veteran. At no time was there anything that said I was not qualified or would not qualify and I was given a membership number. I had to apply for membership, qualify, fill out all sorts of information, including my social security number and my father 's social security number. After all of this online membership application, plus account set up, I was then redirected to XXXX XXXX car insurance for a quote! The site did not say I wasn't qualified for USAA auto insurance, just keep redirecting me to the point I thought my browser was hijacked! I called, wasted even more of my time to be asked all sorts of financial and personal information questions and then told " I was not qualified '' for a USAA membership! This is fraud. I am sorry, they get you to sign up, claim you are qualified all to get your contact information and social security number. USAA needs to be stopped. That's just outrageous fraud to obtain someone's social security number plus redirect them to some auto insurance company for assuredly kick back on sales leads.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received an email on XX/XX/XXXX, from USAA stating a change in my credit card term. For the second time in 2 years, USAA lowered my available credit limit dramatically based on what they said was delinquencies on my credit report. Each time, USAA lowered the credit limit to right above what I owed on the line. This made it look like I had maxed out a line of credit, which I had not. On XX/XX/XXXX, I called USAA and spoke with a person named XXXX in their Executive Resolution area. He proceeded to literally argue with me and tell me theres nothing that can be done. After a brief conversation, it became apparent XXXX knew nothing about how credit works and was just there to stonewall me. I pulled my XXXX credit report immediately after this phone call and it showed absolutely no delinquencies. That same evening, I called back to USAA and spoke to an ER rep named XXXX. She said theres nothing that could be done and that they did not have any procedures to assist me any further. Again, another stonewall from USAA. XXXX, however, said I was using complaint language and completed a complaint form. XXXX did not offer to complete a complaint form on the initial call to USAA. Trust me, I was using complaint language on that call as well. I sent USAA a direct message via XXXX and received communication from a person named XXXX XXXX who would investigate further into my situation with USAA. I finally spoke to XXXX today, XX/XX/XXXX. She said that lowering my credit limit was a business decision but never referenced the delinquencies claim about my credit on which USAA originally claimed to have based their decision. In my opinion, USAA can not back up their decision to lower my credit limit and are acting in deception. It was in XX/XX/XXXX in which I canceled my insurance with USAA. Ive had this credit card for over 19 years. I did not start having an issue with USAA with this credit card until I canceled my insurance with them. Not one time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28025
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2019 I was contacted over the phone by a man who impersonated an agent from the IRS saying that accounts under my name were used to launder money and move money outside of the United States for XXXX trafficking. In addition, he told me that a rental car in my name had been found near the XXXX XXXX of Texas containing XXXX and XXXX stains. The man led me to believe that because it was my name on the accounts and the rental car was in my name I was the only suspect in the investigation and if it wasnt me it was in my best interest to help the investigation. The way that I could help the investigation was to show which accounts where mine. He told me that all accounts in my name will be frozen and the money will be confiscated as part of the investigation. If I wanted to prove which accounts were mine and to stop my money from being confiscated I should buy gift cards in specific numbers and dollar amounts. The man that contacted me told me that he would arrange a taxi for me to go make the purchases and told me to take specific amounts out of my checking using ATMs to pay for them. I did this in distress as I was feeling sick and scared. I fell for the scam and paid out {$10000.00} from my checking account and {$4000.00} on my credit card between XX/XX/XXXX and XXXX. It is my fault I fell for the scam and my fault I gave that money, however it appears that USAA may have violated standard banking procedure and their own policies. On XX/XX/XXXX, I called USAA to raise the limit on my debit card so I was able to purchase gift cards with a value of {$6900.00}. I made the call as the first attempt to make the purchase was declined by USAA and the man on the phone told me to call in and ask for the increase. I was told by the USAA agent that I had 48 hours to make that purchase of {$6900.00} at that XXXX location in XXXX, WA in two purchases. Later I withdrew {$200.00} from an ATM to use on taxi, using the same card. On XX/XX/XXXX I purchased additional gift cards in the amount of {$3500.00} at the XXXX XXXX, WA XXXX on the same debit card as the day before, also I withdrew another {$100.00} from an ATM using that card again to pay for taxi, and made a {$4000.00} purchase of gift cards at the XXXX, WA XXXX XXXX on my credit card. All of this was under the instruction of the scam artist. After realizing I was scammed I called USAA on XX/XX/XXXX to see what I could do to potentially recover the lost money and to see what protection I have from USAA. During this phone call I asked to dispute both credit card and debit card charges. I was told that I could not dispute the credit card charges until they were posted. I then called XXXX and XXXX XXXX gift card phone numbers to check the balances, which I found out were XXXX. On XX/XX/XXXXXXXX my parents came for a family visit and I told them what had happened. My Dad told me to contact the gift card companies and check to see if they had any kind of protection. I made the call and they said they do not but to contact the police immediately and that they would work with law enforcement and USAA. We then contacted the XXXX, WA police department and filed a complaint with them and XXXX XXXX, WA. We then contacted USAA to again see if they could or would do anything to help out, and to see what their policy on the debit card was. We talked to two different agents the first agent told us that I got a limit increase to {$6000.00} and one day to use it. I asked how did {$6900.00} then leave the account at that time and a total of {$10000.00}. We were then put up to an agent name XXXX who said she worked in the Fraud Dept. XXXX then proceed to tell us that it was a {$7000.00} limit and we had 48 hours to use it for the purchase at the first XXXX Store. We again asked how than did {$10000.00} leave my checking account in under 18 hours. We also informed XXXX that we filed a complaint with the Cities of XXXX and XXXX XXXX, WA and gave her the file numbers along with the police department phone numbers. We were also told by XXXX that I had only asked to dispute the credit card charges to which we could not dispute at this time, so we told XXXX that I did ask to dispute the debit card charges on XX/XX/XXXX and again asked them to do so now. XXXX stated that I was over 18 years of age and that it was my doing and there for my own problem. We again asked the same questions to which we did not receive an answer and that no one was there who could help us as to the late time. We called USAA back on the morning of XX/XX/XXXX and the first agent we talked to after telling the story told us that I had the one time credit limit increase to {$7000.00} on the XXXX and {$3000.00} on the XXXX to cover the {$10000.00}. We then informed her that {$10000.00} came out and that was over the limit that she stated. We asked where we could find this information on the website to see these limit changes and/or policy to which she could not explain where to find them on the main web page or mobile web page. We were then moved up to an Executive Resolution Team Member named XXXX who after again telling the story then told us that I did have the increase to {$7000.00} for 48 hours and that the limit reset to {$7000.00} at midnight so that USAA did nothing wrong but what I asked of them and that it was my fault. We then asked if there was anyone higher we could talk to who could make a decision as XXXX said he could not and we just had to wait out the dispute process. We then asked if we wanted to file a complaint again USAA Bank who do we as consumers could go to. XXXX told us that USAA Bank fell under the Federal Reserve. We then asked if the information that we gave to XXXX was in the system XXXX informed us that it was not so again we gave USAA the information about the police filings. On XX/XX/XXXX in the morning we again called in and asked to speak with an Executive Resolution Team Member to which the man, did not get name, told us that he can handle this and proceeded to tell us that my limit was increased to {$7000.00} for 72 hours and that it reset daily at midnight. We said enough please put us up to the next level to which we were hung up on with no call back and went right to their survey. We called in again and talked to a XXXX told the story and was moved up to a XXXX who told us that USAA watches for unusual purchases out of the ordinary, larger than normal, and at places never been before. We said that this hits all things that she said and why did USAA not catch this she said she had no idea but that it should have been stopped. At that point she put us up to XXXX an Executive Resolution Team Member whereby this time we started to ask more questions about the policy due to the fact that everyone we talked to had a different policy. We were cut off by a callback from USAA that we had request because XXXX said unless we ask for one we would not get one. XXXX, the one that called in was an analyst for USAA Bank looking into the debit card dispute told us that when she worked in the Executive Resolution Team a long time ago the policy was that when you ask for a limit increase for a one time purchase that when that purchase was met that the limit immediately goes back to {$3000.00}. XXXX moved us to XXXX who we went through the whole thing again, but she did add the credit card dispute and moved us up to Executive Resolution Team Member XXXX. XXXX being the eleventh person we talked to over a four day period telling her all the different policies we were told by all the different agents that if Dad being XXXX years old could not find it or get the information from USAA how was I at XXXX years of age to do it. We told XXXX that we checked with our family bank back home a small town bank that there policy matched with what XXXX told us and that when we asked our small town bank if that was a policy of the bank, banking law, or standard business practice our town bank said it was a standard business practice. XXXX was appologic for the treatment we had received from USAA to this point. XXXX again stated that we had to wait for the dispute process to take it course which we asked is there anyone higher up who could make a decision today we could talk to and again no. I told XXXX that we felt that a fair resolution was that I should lose {$7000.00} because it was my mistake but that anything over that amount and the {$4000.00} on the credit card should be forgiven because there was no clear policy given at the time of the limit increase request other than I was okayed for that one time purchase, according to some of the USAA agents that it should have been stopped, and there was no fraud protection on these accounts. XXXX again said it would be up to the dispute team but could not tell us who that was and that we could not talk to them. In summary we never got any real help from USAA, as in a standard limit increase policy, not even a suggestion to make a police report. In asking USAA to do things on my behalf, as in to dispute charges and put information in my record as in police reports it took multiple requests to accomplish each of these things. In frustration we did call the Federal Reserve to get information about USAA policy only to find out that USAA is not regulated by them but the Consumer Financial Protection Bureau, CFPB. We called the CFPB and found out that USAA should have a CFO or a compliance officer by law which we understood that we should have been able to talk to. USAA told us there was no one higher to talk to, changed policy by the person, and did not even do the monitoring on the bank and credit card accounts they say they monitor. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX has finally acknowledged my property tax exemption however they are now holding onto my excess escrow which was supposed to pay the mortgage. I have over XXXX dollars in escrow and they have my mortgage in default status and will not use this excess money to pay my mortgage for XXXX. I have sent XXXX in which should cover XXXX and XXXX but the excess money in my escrow account will more than cover XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2019-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had another USAA member send me {$4000.00} on XX/XX/19. He asked to purchase bitcoin from me. I am a well known investor in bitcoin and I have a great reputation. Anyway, I didn't want to do this as a member to member transfer, but a wire. Eventually after he sent me a drivers license and selfie, and called me from a registered landline, I agreed to it. He was of clear mind, not intoxicated, and knew what bitcoin was. He said he wasn't purchasing it for anyone else. USAA only allows members to send up to {$1000.00} using XXXX by the mobile app. In order to send {$4000.00} to another member, he had to call in and get verified by USAA. They do this by sending a text to his phone and having him read the numbers back. The money was transferred to me, and I released the bitcoin to him. The next day, I called into USAA because I was worried maybe someone might have been running a romance scam with this guy or doing something else shady. If he had been scammed in some way, I didn't want him to lose any more money. He had around 25-30K in his account and I didn't want him to lose it all. If he was really scammed and not of sound mind, I would even send the money back. USAA however, chose to be dishonest with me. They came back me and said, " The member said his computer was hacked and that is how the money was transferred ''. This is not possible, USAA is covering something up. They chose to close my accounts and stop doing business with me over this money transfer. In this case, I would like my {$4000.00} back. Otherwise I will sue for it because I only authorized return of the money in case of a scam, not lies saying his computer was hacked. If his computer was hacked, the most he could have transferred was {$1000.00}. He called in on the phone, got thoroughly identified by USAA and the agent transferred the money to me. I don't mind returning money when someone is being taken advantage of, but clearly I am the victim here of a scam ... .One in which USAA has chosen to take the scammer 's side for some reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2019-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A