Date Received: 2019-05-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Background : USAA closed my Checking and Savings account which I directly deposit money to from my place of employment after they stated I did not respond to an email from them requesting a copy of my Identity. I receive thousands of email spam and did not see such an email with the distinction of an this important message. Additionally, I have the USAA mobile App and there was no indication that I needed to send this information or else my account would be closed. I do not believe email is a safe communication vector since I have been in several email Data Breaches reference : XXXX and search for my email : XXXX Just as concerning is that USAA stated that they mailed me a check with the balance of my account. If they can not verify my identity how do they know they are sending my funds to the right address? I have not received this check and I am out of money to life on. This was beyond troubling and perplexing to me since I provided my Driver 's License and a copy of my DD214 to them upon opening an account. XXXX XXXX from the MOET team ( Member Oversight Excellence Team ) stated that due to U.S. Patriot Act and the Bank Secrecy laws they had to ask for ID. Additionally XXXX XXXX. stated that USAA is now becoming a larger financial institution. I was told that I am on a XXXX XXXX feed where they could not verify my identity ; I purposely advised XXXX XXXX and the Credit Bureaus XXXX of 2018 that they were not allowed to share my information at Random to protect my Identity so that I would not be a victim of fraud and now I am a victim of a Bank misinterpreting the Fraud law which applies to new accounts not existing accounts. How can USAA accuse their own customer of not being who they are after I have been with them for several years? As a Consumer of their financial product and services I believe my rights have been violated since Fraud only applies to new accounts and closing my existing checking account is unacceptable and violates Customer Trust. I was told to fax my identity information to a fax number to get a new account associated with my member number ; but it will take 10 days to update in there system which indicates there is a back log and group of others that have been wrongly affected by their mindless new process. I also am not within the payroll limits to stop my next check from going to USAA and will have to wait for their mindless process to pay me back my money that is still set up to go to them for one more payroll cycle. I am a Veteran, a member of the XXXX XXXX XXXX ( with background check ), I am a XXXX XXXX XXXXXXXX/XXXX XXXX, pursing my XXXX in XXXX XXXX and handle Identity and Access Management architectures to improve the Customer Experience and it is never recommended to close an existing, established Customer 's Account ; especially within a 10 day request window. Moreover, my wedding is in two days and I have no money to prepare myself, get gas for my car, pay for the food and this was a Crushing experience for me. XXXX XXXX, XXXX. ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98516
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: USAA closed my limitless credit card, a discontinued product, for unwilling to pay out rewards that I've earned on the account. There has been no activities on the account that warrants such closure other than the fact that I've accumulated rewards and they don't want to pay out. When contacted by phone and chat, USAA agents simply claimed they don't know why the account was closed it just was, perfect excuse to not pay out rewards due. If they want to discontinue an unprofitable product I am fine with USAA switching my credit card to another product, but not outright close my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: When I try to log into my USAA accounts I receive the following message : " Due to past difficulties, we can no longer offer you access to usaa.com. If you feel that we have restricted your access in error, please call toll-free XXXX. '' I have been a USAA member since I enlisted in the military more than a decade ago. I was an intern at USAA for two summers as a college student and have always been proud to be a part of the company. I don't make any illegal transfers or even questionable purchases. I really have no idea what " past difficulties '' means. I've called them and spoke to half a dozen representatives and no one can tell me why I can not access my accounts. My military direct deposit goes into my USAA account. How am I expected to pay my bills for XX/XX/XXXX? I know this is some horrible mistake ( my name is fairly common and I could see a mistake happening ), but I am frustrated at the lack of transparency and progress. This ordeal will have adverse actions on my family 's financial situation. I truly hope this doesn't happen to more members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79936
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From the beginning of my loan USAA/XXXX has incorrectly notified me I was late in paying my load. I have not submitted any late payments. All regular payments were made through USAA using the autopay service they provide. USAA/XXXX for reason unbeknownst to me have been applying payment incorrectly at various times throughout the history of this load. I have made numerous calls to USAA/XXXX representatives/agents during the period from XX/XX/XXXX to present. These calls have yielded promises to correct the current/previous problems of mis-applied funds and actions to prevent the issue in the future, however the problem persists. All payments for this loan were due on the first of the month and allowed a 15 day grace period beginning XX/XX/XXXX. Payments were bi-monthly from XX/XX/XXXX XX/XX/XXXX. All of the first payments of the two part bi-monthly payments arrived on the XXXX, +/- 1 day each month prior to the month a payment was due. All of the second payments of the two part bi-monthly payments, and all full monthly payments arrived on the XXXX +/- 1 day of each month. As the attached spreadsheet will depict, the only relevant exception to my full and on time payments was in XX/XX/XXXX when the mortgage rate increased and I wasnt aware/able to verify the increase until XX/XX/XXXX. The auto payments for XX/XX/XXXX and XX/XX/XXXX of {$1400.00} versus the {$2000.00} due was sent in good faith. Once the new mortgage rate was identified, a check was sent and received on XX/XX/XXXX in order to satisfy the shortages for XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX my mortgage rate went down. I didn't realize and/or adjust payments until XX/XX/XXXX. This resulted in an over payment of {$130.00} for XX/XX/XXXX. In XX/XX/XXXX my mortgage rate increased. I didn't realize it until XX/XX/XXXX. Once I realized the the payment increase and independently verify what USAA/XXXX was telling me, I sent a check to make up the shortage. Due to a miscalculation on my part I sent {$350.00} more than what was needed to make up the balance of the autopay payments. The total overpaid on this account is {$490.00}. It is only because of the huge number of notices I received sometime as many as three in one month plus the billing statement, all of which often reported different amounts due, I became desensitized to their mailings. I knew I had autopay setup and therefor my account was up to date. During one conversation with a USAA/XXXX supervisor named XXXX ( sp ) I was told the first payment on the account was applied to the principle of the loan and with my permission she would reapply those funds and conduct a full audit of my account. I gave my permission not knowing this would increase the amount paid in interest over the life of the loan. XXXX did reapply the first payment but that nor the audit did not resolve the problem. Attached are copies of : Relevant pages ( excerpts ) copied from my bank statements during the period of XX/XX/XXXX through XX/XX/XXXX A spreadsheet identifying : o The payment date for each payment sent o The month payments should have been applied to o A payment date cross reference column to actual entries on the banking statement excerpts A copy of the letter sent to Mr. XXXX XXXX CEO USAA Savings Bank ( loan granter ) A copy of the letter sent to Mr. XXXX XXXX CEO XXXX XXXX XXXX, D/B/A XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2019-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: My credit was pulled by USAA on XX/XX/XXXX and XX/XX/XXXX and it was right off the rise these are hard credit and I would like them removed from my credit report immediately if they are bringing down my credit score
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In late XX/XX/2019, I applied for a first time home buyer 's VA loan. I was pre-approved for a XXXX mortgage based on accurately reported income and liability information. Many mistakes were made by USAA Mortgage through the process and after a month of investment of time and XXXX of my own money, USAA denied my loan application for XXXX due to " insufficient income or a debt-to-income ratio that exceeded their guidelines. Since this denial was based on their error, I requested they reimburse my cost. They ( XXXX XXXX ) refused and told me they were a large enough company to absorb any negative feedback I provided to companies like the Better Business Bureau or Consumer Financial Protection Bureau.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-24
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: When deposits hit my account the same day *checks* clear. The bank purposely clears the checks first to charge overdraft. Then the reflected balance indicates everything went through. Then 1-2 days later everything goes negative even though I had the funds in my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2019-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: This is in reference to a closed claim XXXX, I'm disputing the resolved claim stating that we linked a credit card opened by XXXX XXXX and XXXX XXXX XXXX XXXX for overdraft charges totaling almost XXXX, we never use a credit card to cover such charges we either use our savings or just deal with the charges at that time mentioned I'd spoken to USAA and let I was XXXX from the XXXX XXXX and would be closing my account due to needing a physical bank and wasn't happy on how we were being treated customer service wise and unfamiliar charges to our account which was pertaining to the Identity Theft which occurred by a visiting relative stealing our information back in XXXX before the 2nd identity theft occurred which I attached the information to you. My son XXXX should not be held responsible for these charges or myself, if we made the charges we would pay these but we are unaware of such charges. We changed to another bank during the time period of XXXX - XXXX so how can these charges have been implimented I've tried to access my previous account with USAA to view these claims and have no access. I won't the information sent to me via email or mail so I can review the for go charges mentioned, its sure is funny when my son ask for access to his account he was told that wouldn't be possible until he spoke to corporate office and you all send a resolution stating items on my account which was the same period he requested and was told it was to far back to pull anything up. This is really an issue as we are trying to clean up our credit so my son can purchase a home and my wife and I can enjoy our retirement with this hanging over our heads. Help would be appreciated in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I want to file a complaint with USAA banking service and its money transfer service XXXX. I was a victim of a complex scam involving fraudulent checks and USAAs partner service XXXX and I believe USAA and XXXX did not do enough to protect my security. I was trying to find roommates for a house I wanted to live in, off campus from my University. I was in contact with an individual who " was out of the country on an internship '' but was interested in the house when she returned in time for summer classes. I was mailed a check to cover the security deposit on the house which ended up being larger than what we agreed upon ( XXXX instead of XXXX ). I was told to deposit the check and send the rest of the money back through XXXX. I deposited the check through the USAA mobile app and there were no errors and the funds were immediately made available as though the check was legitimate and the funds were sent to my account. USAA partners with and advocates the safety of using XXXX so I believed it was a safe service to use for me to send the remaining funds back with. I sent {$1000.00} total on XX/XX/XXXX XXXX EST and another {$1000.00} total on XX/XX/XXXX XXXX EST, so {$2000.00} was sent in total for my case. For the rest of the money, I was convinced to send it through XXXX XXXX. I placed the order with XXXX XXXX believing everything was still fine but my order was placed on hold and they contacted me explaining I was a potential victim of a scam. XXXX XXXX helped explain why they believed I was being scammed and gave me advice on what to do next ( contact police/bank ). I believed everything was fine until I checked my banks mobile app again and it had now said that the check has not been fully processed until XX/XX/XXXX. I called USAA on XX/XX/XXXX explaining what happened and was instructed to fill out a fraudulent report just explaining my story and that I would be updated in 3 business days. The check was canceled by the scammer two days later on XX/XX/XXXX and the bank called me telling me they would not help recover my funds because I was a victim of a scam and not fraud. Now that I realized I was a victim of a scam, I searched online and there are several cases of scammers exploiting USAAs security with fraudulent checks and its partner service XXXX. I believe USAA and XXXX failed to protect my security compared to other services like XXXX XXXX which ended up preventing me from being scammed further by holding my transaction until they could speak to me on the phone to obtain details on the transaction and warn me of scams. USAA and XXXX did not warn me or other users about how scammers are actively targeting and exploiting their clients through XXXX. In addition, USAA did not attempt to gather any sort of information and evidence from myself which may help in the capture of my scammer, the return of my funds, and the prevention of others who will be scammed in the future due to USAAs compliance with. Their lack of action with fraudlent checks and XXXX encourages scammers to continue expoliting clients who use their services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07202
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: As a 30+ year USAA member, military veteran, and XXXX XXXX XXXX with US Fortune 500 company experience, I have seen a rapid decline in corporate integrity and the quality of customer service over the last few years with USAA . There has been an increasingly more regular mistreatment of its members, which has been confirmed through many discussions with several other veterans and active duty service members. I and many other veterans have begun the process of shutting down all of our USAA accounts and business relationships over the past year, with the ultimate goal of a complete exit from the company. Those of us with children who have decided to also serve in the military are strongly advising them to avoid USAA and to tell all of their peers in the military to do the same. This latest episode with USAA is by far, the most disgraceful and highly unprofessional handling of a case I have seen to date, and has promoted us to pursue legal options and explore recovery of damages. 1. USAA, through an obviously incompetent security screening process, allowed an identity thief to use my mothers social security number to open a fraudulent checking account. This is just the latest in a long series of financial security issues I have experienced with USAA over the past five years, each of which cost me tens of hours of my time and the time of many other businesses to correct. My mother is not even a USAA member. 2. This security breach which was allowed by USAA has affected my ability to open joint banking accounts with my mother and other family members. An account I attempted to open was shut down ( document attached ). 3. USAA has slandered and defamed our character by falsely reporting information about my mothers financial history. USAA did this by knowing and admitting that the banking activity background check service called XXXX XXXX publishes data which is very vague and ambiguous about checking account irregularities. My mother is a victim of identity theft, ( caused by USAAs incompetence ) however, USAA sent information to XXXX XXXX which allowed them to re-characterize her activity as criminal. USAA had knowledge that XXXX XXXX would do this, and allowed it to happen. 4. The failures described above could have been easily handled in an acceptable manner by USAA, but instead, our entire family has been put through a living XXXX the past three weeks, since USAA has refused to correct the situation. 5. After my parents and I being shuffled through many different customer service representatives, many unreturned phone calls, and being handed off from one department to the next, to the next, we finally ended up in the CEOs resolution center, which just chose to shuffle us off to another office to handle the problem, resulting in another extended delay as USAA reviews our request. We have collectively spent a total of about 6 hours on the phone with USAA trying to solve this. 6. We have simply requested a letter from USAA proving that my mother is an identity theft victim, and not a criminal, and a copy of the document which was sent from USAA to XXXX XXXX. 7. Meanwhile, we have been told by XXXX XXXX at extension XXXX in the fraud/security department, that although he and others at USAA have stated my mother has done nothing wrong, and is a victim, USAA did everything correctly and they will not be supplying us documentation to exonerate my mother and to prove that she is not an identity theft criminal. XXXX basically told us it is not USAAs problem, and dumped it in our lap to figure out. We will be pursuing ( vs. exploring ) formal legal action, and will follow up with outreach and a warning to many veterans organizations if USAA does not immediately take responsibility for their failure and do the right thing by supplying the requested documents. A formal complaint with the Federal Consumer Finance Protection Bureau ( CFPB ) is also pending. No one should ever be treated the way we have been treated. I strongly urge my fellow veterans who may be reading this to immediately spread the word as fast as possible and to inundate USAA with CFPB complaints for all qualifying financial irregularities they have experienced with USAA. Maybe there is some hope USAA will take notice and return to the company it once was, proudly serving veterans, active duty service members, and their families. Sadly, it appears this is no longer true. *** request *** Immediately supply two documents : 1. A letter signed by XXXX XXXX ( full name requested on the letter ), Manager of the XXXX XXXX XXXX, on USAA letterhead, formally stating that my mother is a victim of identity theft with USAA, and is not guilty of any wrongdoing. 2. A copy of the communication which was sent from USAA to the XXXX XXXX company regarding my mothers status.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A