Date Received: 2019-05-15
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: A couple months ago I tried to open a USAA account. A day or two later I tried to access it. I was given a message saying " 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 called this number and they tried to help me. The lady at the time was very friendly and assisted me thinking it had to do with my last name, because I have a hyphen. We changed that and I was told to wait a couple days before accessing it again. I did that and had the same error. I wasn't that disturbed because I wasn't in need of a new bank yet. Now that I have PCS 'd I am in dire need of a new bank account. I had just today contacted them again. Now they tell me that I am not eligible to even have an account with USAA ... There explanation was " We are exercising our rights not to do business with you ... '' I am extremely irritated ... They listed numerous possibilities why I could have been banned. Fraud and bankruptcy were a couple of those. I have great credit, no criminal history and never been bankrupt ... No other annotation were left, so the rep couldn't help me out ... They wouldn't allow me to talk to the fraud department and just told me " yeah sorry, we just can't offer you our service any further. '' Would never recommend them to anyone.
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 97086
Submitted Via: Web
Date Sent: 2019-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: In late XX/XX/XXXX I opened my checking account with USAA. In late XX/XX/XXXX I got married and applied to add my spouse to my account so that she can have Atm debit for my spouse to use. I had submitted document and my spouse inorder to apply get debit card. I submited my marriage licence and ID card. Yesterday my account got closed and debit card blocked and I since I have told usaa to return money to my employer because I don't want to deal with bad USAA customer service anymore. I used lots of money to fax documents not only to be told it's wrong document which USAA send me to have my wife fax it. I asked if I can close my account since I'm US citizen and have my money because I need to pay my bills ... I have been denied access my money..
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2019-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX withdrew {$1800.00} from my checking out with USAA. I contacted USAA to ask when XXXX last attempted to collect money funds from me. They stated XX/XX/XXXX XXXX attempted to withdraw a payment and was unsuccessful. I was not contacted by XXXX in any way to inform me that I still owed a debt and they would like me to pay. I contacted XXXX. They explained that I took out a loan XX/XX/XXXX. They explained they sent emails from XX/XX/XXXX-XX/XX/XXXX to collect the debt and made several attempts to collect the monthly payment and had been unsuccessful. However, no mail was sent to me and I did not see any emails. Months went by with no word and completely unknown debt. They stated that if I wanted to loan again, I could. USAA conducted an inquiry and deposited the {$1800.00} back into my account on XX/XX/XXXX. I felt relieved that a company could not randomly withdraw large amounts of money without notice. However, on XX/XX/XXXX, the money was withdrawn again by USAA. However, no explanation from USAA was given as to why they took back the money they returned. As a single mother of a sick son, I can not handle the not being notified or at least be given notification to settle a debt with arrangements. I do not feel USAA should have taken the money without explanation and I do not agree that XXXX ( or any company ) is permitted to withdraw funds from an bank account whenever they feel. I should have been given written notification with an opportunity to settle the debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Prior to XXXX, I had been satisfied with my service from USAA and did not have any issues with the financial institution. During the summer of XXXX, however, all of that changed. On XX/XX/XXXX, I secured an auto loan with USAA in the amount of {$50000.00}, to purchase a car from XXXX XXXX XXXX XXXX ( the Dealership ) in XXXX XXXX XXXX, Florida. The agreement with the dealership was that once the deal was funded, the car would be shipped to me in XXXX, Ohio. USAA sent the funds directly to the dealership, and I waited patiently for the car to be shipped to me. After a few weeks, USAA began to contact me about the title to the vehicle. I informed USAA that I never received the vehicle and do not have the title. Although I never received any funds from USAA and USAA never received the title, I was instructed to attempt to resolve the issue directly with the dealership. Unfortunately, while I was trying to resolve the issue with the dealership, the company literally disappeared. The contact information of the dealership was no longer correct. I should not have been responsible to resolve this issue alone. USAA had a vested interest in this matter, also. I did not have the funds nor the vehicle. USAA never attempted to repossess the vehicle from me, because it was known that I did not have the vehicle. I sent letters requesting a fraud investigation. I was told there was no fraud between USAA and myself, that this was a civil matter, and USAA would not get involved. However, there was fraud between USAA and the dealership, seeing that the money was exchanged between USAA and the dealership for the delivery of a product that was never received by the customer. Finally, after years of attempting to enlist USAAs assistance, I filed a police report with the XXXX XXXX XXXX Police department ( report number is XXXX-XXXX ). According to Detective XXXX XXXX of the XXXX XXXX XXXX Department, the car has been sold at least twice since it was sold to me, the last known address of the dealership, where USAA sent the funds to pay for the vehicle, is actually a parking garage and not a dealership. I have repeatedly provided all of this information to USAA, to no avail of a resolution. I have not received any assistance from the bank for this clearly fraudulent transaction. USAA has been reluctant to assist me in this matter. The bank is clearly aware that it has failed in its responsibility to me as a member of USAA, to properly investigate and take action on this case. This was reinforced when I discovered that the signature on the application is not my signature. I have relayed all of the information that I had in the multiple letters that I sent to USAA. However, I received the same response that there is not any fraud found between USAA and the Dealership, and therefore USAA would not do anything. I have sent multiple letters to USAA and the collection agency that USAA hired to collect funds for the account, in an attempt to resolve this issue that has hurt me financially and emotionally. I have attached the letters that I have sent to USAA and the collection agency. I have recently obtained new information showing that Mr. XXXX XXXX, has been indicted and sentenced to 48 months in federal prison for laundering the proceeds of fraud against banks in XXXX and elsewhere. The indictment states XXXX, working with others, submitted false loan applications in XX/XX/XXXX to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and USAA Federal Savings Bank, all of which were federally insured. On XX/XX/XXXX, U.S. District Judge XXXX XXXX XXXX sentenced XXXX to 48 months in prison, to be followed by three years of supervised release. The court also ordered him to pay a total of {$410000.00} in restitution to XXXX XXXX XXXX XXXX, USAA Federal Savings Bank, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX. The court found that XXXX XXXX criminal conduct involved {$550000.00} in bank-fraud proceeds and that XXXX employed sophisticated means in fabricating loan documentation and moving funds between bank accounts he controlled. This new information supports my claim that the information sent to you by the dealership pertaining to the application, the forged signature on the application, the delivery charges for the vehicle, and the title certificate, and all other documents were fraudulent. Additionally, the funds for the car were sent directly to the dealership by USAA and not sent to me. Therefore, the dealership has committed fraud against USAA and myself, causing the entire transaction to be fraudulent and voidable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2019-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX {$4900.00}, XX/XX/XXXX {$4900.00}, XX/XX/XXXX {$4900.00} Above are fraudulent check amounts that were deposited into my daughter 's USAA account at a branch in XXXX, Ga that I wasn't even aware that existed ( I was a member for 17 years prior to incident ) and withdrawn from several super XXXX XXXX in another area, which all locations are an hour or more away from where we lived. My daughter was XXXX/XXXX years old at the time of the incident, but due to the account not being mine the police department in our area said that she was the only one that could file the police report for identity theft. So I then had her file the report and then I drove to XXXX were we submitted the report at the above branch through their web center. I continued to request for the incident to be investigated, but was told by several different Reps that they will not be doing an investigation, because my daughter was still at fault for not properly securing her card and security questions and/or answers that she had written down, which was a newly activated card that I had just given to her the week prior to her school going on XXXX break. I was unaware of any of these activities until a week after the checks were deposited and monies withdrawn is when I received a call by a Rep from USAA. I immediately took action, but USAA kept giving me the run around, I then asked to speak with a supervisor and was told that I was not allowed to because no matter how I looked at it I was still responsible. Almost a year or 2 later I was then notified by XXXX XXXX XXXX that the monies owed from the fraudulent activity was reported onto MY personal consumer report and that I will not be able to get another bank account anywhere for 5 years. USAA had already closed her account and took any and all funds from MY account ( s ) that my social was attached to. Which forced me to take my name off of my son 's account so that it wouldn't affect him as well. I continued to keep my account with USAA up until either the beginning of XXXX or end of XXXX when USAA decided to change my account from checking to deposit ONLY then shortly after closed the account all together.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2019-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-12
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I made a payment of {$2300.00} on XX/XX/XXXX and the credit card company USAA placed a hold on my cc until XX/XX/XXXX. The company refused to remove the block or return the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2019-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I m trying to access my online account I called multiple times and reps keeps giving wrong information. I keep being on hold long periods of time not getting help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2019-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: -We applied for a refinance VA mortgage on XX/XX/XXXX telephonically with XXXX XXXX . We explained that we had a modular home that was built on a walkout basement. We took the time to clarify that it was not an on-frame manufactured home. - XX/XX/XXXX- We signed the Pre-Disclosure Consent Package electronically. - XX/XX/XXXX We received an email from XXXX XXXX with a list of items we were required to upload into the USAA system. We were also notified that we needed to pay {$750.00} for an appraisal. All of which was completed within a matter if days. -Received an email from XXXX XXXX on XX/XX/XXXX requesting additional information on our construction loan. - Received an email from XXXX XXXX requesting the following information on XX/XX/XXXX : 1. Modular home certification. 2. Please verify if the modular home is on frame ( built in factory ) or off frame ( Materials brought to site to build ). 3. Please provide certification of approval by the state of Colorado. Materials were provided promptly. - Received a phone call on or about XX/XX/XXXX from XXXX XXXX stating that my application was declined because my house was a manufactured On Frame home and USAA does not have a product for such a home. I replied that my home was a modular home built to 2015 IRC standards and that in fact it was not a manufactured home On Frame. I referred to the appraisal which listed all the comps as stick built homes and not manufactured On Frame construction. The appraisal clearly identified that my home was in fact on a walkout basement. -Received a phone call from XXXX XXXX on or about XX/XX/XXXX ( with follow up email ) stating that my home considered by USAA as a manufactured On Frame home and that my application was being terminated since USAA does not have a product for that type of house. I reiterated that it was in fact a modular built to International Residency Code standards as stated in the appraisal. -Received an email from XXXX XXXX on XX/XX/XXXX showing an image of a barely legible State Of Colorado Inspection Sticker that USAA believes states my home is a Manufactured On Frame home. In fact, This plate only lists the manufacturer 's name and makes no reference to the type of home being " manufactured '' nor does it reference the home is " on frame ''. This image was included with the appraisal which clearly contradicts USAA 's assertions. - A " Manufactured '' home would not have any State Inspection Labels since they are inspected and certified by the US Federal Government. A home can not be considered " on frame '' if it is mounted on a permanent foundation ( clearly identified in the appraisal ). I have provided several documents to USAA, including my County Certificate of Occupancy, which clearly show my home was inspected in accordance with 2006 International Residential Code verifying that it meets all criteria that a similar On-Site constructed home would need to meet ( AKA " stick built '' ). I have also sent USAA images of my home showing that it is on a permanent concrete foundation and therefore could not be on the steel frame that manufactured homes are delivered on. I believe that USAA is either grossly incompetent by selecting a single obscure State of Colorado inspection label that only asks for the name of the home 's manufacturer and ignoring the significant additional information contained in the full appraisal. OR they have chosen to discriminate against me because my sole income is currently derived from VA XXXX and Social Security XXXX. I do not reach this conclusion lightly. However, my loan to value meets requirements ( home appraised at {$500000.00} when requested financing is for {$220000.00} ), my credit scores from all three reporting agencies are excellent, and I have been a member of USAA for 30 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2019-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Usaa came by my home to audit a renters insurance claim and never read the police report but came in my home Deny everything I stated in the report with no proof whatsoever in an attempt to deny me due process. They claimed my window could not open and silly things like that. The person ( XXXX ) came in and then asked me for my cell phone text transcripts when it was not required to process my claim whatsoever. They have receipts, a police report, photos and instagram video footage of everything I claimed. They were more concerned about the items I did not claim which made it look like they were trying to build something on purpose discriminately. I want my claim to be treated with respect and to recover the items I reported and not be harassed for reporting it. He also lied on management and on the detectives and on my roomate in an effort trying to profile me and deny me my claim.
Company Response: Company can't verify or dispute the facts in the complaint
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: USAA did a hard pull on my credit for an auto loan pre qualification. The consent form was extremely vague and I didnt understand they were doing a hard pull. Especially since normal business practices of other lenders is to just do a soft pull for prequalification purposes. The form just said that usaa would look at consumer reports. They didnt even give an example of what a consumer report is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2019-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A