Date Received: 2019-06-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have not received restitution under CFPB 's consent decree In re USAA Federal Savings Bank, File No. XXXX. On XX/XX/2018 I notified USAA I revoked my authorization to draft my account effective immediately. They drafted it anyway. Then they drafted it again weeks later which they never had permission to do. I was charged a {$33.00} fee by my bank each time ( XX/XX/2018 and XX/XX/2018 ). USAA has also cut off access to my account. I can not log in online. This happened after the above incidents so I feel like I was retaliated against.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My daughter had a payout from a lawsuit when she was a child. The money was placed in USAA Federal Savings Bank in a mutual fund account under a guardian conservatorship account, myself and her Father were listed as conservators. This account came with restrictions, that money can only be taken out by court order. My daughter is now XXXX years old. At XXXX all restrictions were to be lifted off of the account, by court order, and the account was be transferred in only her name. We recently tried to access the money to withdraw some for personal use and to either put the money into either a mutual fund or a CD, in only my daughters name. Even though we have provided the court order that removes the restrictions and have filled out the change of account form and requested to open another account, USAA has refused to service the account. The mutual fund is still under conservatorship with restrictions. They have not opened a mutual fund in her name only and have refused to give her access to her money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-06
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: In XX/XX/2018 I called USAA to report a change in address. This was followed with a brief note advising the same. I did not receive a billing from USAA for approximately 60 days thereafter and when I did it had been forwarded from my old address which continued for the next billing cycle. By this time I was in serious arrears. When I communicated my circumstance to representatives of USAA now calling repeatedly, I was told that I was in arrears and the minimum payment was required. I continued to make regular monthly payments but was unable to make the required minimum payments which were now piling up due to my so-called delinquency. Late fees and delinquency fees by this time now consuming my regular monthly payments. I have tried to work through this matter with representatives but to no avail. I recently requested moving back my monthly billing date as in XX/XX/2018 I sustained a serious injury, XXXX XXXX XXXX, and have been unable to work since, I was told that this could not be done until my account was current, which by their standards I was not. I have written everyone in USAA even XXXX XXXX CEO of USAA who passed me off to a XXXX XXXX who as advised me that he " regrets being unable to reach me by phone, '' My phone records do not show any telephone calls from Mr. XXXX and I have called his office at least three times, None returned. I simply need help. USAA will not assume ANY responsibility for their failing in this matter and I am being required to pay for it. These practices " boarder '' on predatory lending and they will assume no culpability in this circumstance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: I requested USAA XXXX a cashiers/official check to a realtor for a rental agreement. The funds in excess of {$2000.00} were immediately withdrawn from my account and the check was sent to the realtor. When the realtor attempted to deposit the check 14 days later, the check bounced at their local bank. I have spoken to USAA multiple times without resolution and they have not refunded the funds to my checking account. USAA confirmed that they issued the check and canceled the check the next day without any reason or explanation. Still no refund.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I called USAA today XX/XX/ to dispute a banking transaction. The bank refused to allow me to dispute the transaction because the payment, which cleared yesterday, was moved to a pending status. Bank would not file dispute for the transaction or provisionally credit my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60018
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have made several attempts to rectify this situation. I have disputed with the credit reporting agency and the creditors. I have contacted the credit reporting agency by phone and I have sent disputed letters to the creditor on XX/XX/2019 and on XX/XX/2019. The Creditor reports that I have a past due balance of {$3700.00} as of XX/XX/2019. The account is listed as Collection/Chargeoff on my credit report. There can not be a past due balance if the account was settled and charged off. The {$3700.00} is being reported as 64 % of my credit usage. That can not be accurate if the account is closed, settled and a charge off. I have also contacted the creditor asking for documents or a contract bearing my signature for verification that the account belongs to me and have yet to receive that. They have only sent me copies of a billing statement from an address I have never resided. The creditor also made a hard inquiry on my credit report without my authorization on XX/XX/2019. I did not apply for credit with their agency and do not have an account with them therefore they had no right to pull my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2019-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX2019 I noticed that USAA charged me a fee " Excessive Trans Fee '' in my savings account ( screenshot attached ). I contacted USAA via the chat in the USAA App and spent a long time waiting for any answers. USAA gave a partial refund, but said they could not issue a complete refund for this outrageous fee because they said it's a Federal Regulation under Federal Regulation D. Why would the federal government make a bank charge me a fee for using my savings account? This makes no sense, this is causing me a lot of stress and anxiety. I don't know why I must spend so much time correcting this mistake that USAA is blaming to their benefit on the federal government. Please communicate in writing only no phone calls.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2019-06-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have been charged twice now by automatic payments for a car loan on a XXXX XXXX XXXX. XXXX XXXX XXXX found no error but I just received my 2nd returned check fee for another unauthorized payment dated XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I have had problems with my account for a while - either double charges from the merchant or simply using the wrong card - while my account was restricted I wasnt able to produce the proof of it which I have - now Im looking at my account being negative and when I spoke to a rep name XXXX today XX/XX/2019 he told me that the documentation wasnt received and they reversed it - I explained to him of course because due to the account error that was just fixed I wasnt able to access my account. Again my parents are on my account which I thought I remember them months ago because Im old enough but now this is effecting them. I need 2 things. 1 to have my cases reopened And my account not negatively and I need my parents removed like I though I had.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-31
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: After discovering that my daughter was involved in a social media money scam, my husband and I contacted USAA informing them that multiple fraudulent transactions were being deposited and withdrawn from the account. Even after several calls on the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX of XX/XX/XXXX, USAA continued to allow funds to be withdrawn and checks deposited on XX/XX/XXXX. We also filed a police report and submitted the information to USAA as well. We are a military family currently residing in XXXX since XX/XX/XXXX. The transactions were made in the XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXXarea. It is very frustrating that after making multiple phone calls and submitting a fraud claim USAA is still holding my husband and liable for the full amount. While we understand that our daughter made a terrible mistake, USAA should have stopped all transactions from going through on this account. We have also been informed by a USAA representative name XXXX that the account activity that reported as being unauthorized was never flagged as fraudulent and were just allowed to go through. The account has been overdrawn for XXXX and now they have offset our accounts, which is financially devastating our family and leaving us unable to pay our mortgages and car bills. They have applied a temporary credit on the fraudulent transactions but have still frozen our accounts while they are conducting their investigation. It is my understanding that the purpose of the credits are to keep their customers life from being interrupted while they conduct their investigation? This is just disheartening because of the number of years we have been with USAA ( almost 20 ). Any assistance you can offer would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A