Date Received: 2023-10-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Had XXXX XXXX installed around XX/XX/. Canceled the service and canceled the autopay on Tuesday XX/XX/. My bank allowed this transaction and on Tuesday XX/XX/XXXX, {$480.00} was stolen from my checking account my XXXX. The service and auto pay was cancelled 30 days before. Why do I have the option to STOP a payment, if my bank is going to allow it to pay? I disputed the charges, not sure why the bank felt I was responsible, and have not spoken to the fraud department til this day??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: I am a XXXX member and due to my age XXXX and a XXXX I was looking for a safe way to get a used car and not be misled. XXXX referred me to XXXX, Sales Manager and I met with her first emphasizing the only car I wanted was one not in an accident and one owner and lower mileage. She was out the next day and in the meantime I saw a car on XXXX and called XXXX to report that XXXX was off so who should I see. They then referred me to XXXX since XXXX was not available I had spent a couple of days looking for a car and wanted to see the car that was reported to be with XXXX XXXX XXXX. I had seen this ad for the car on XXXX XXXX XXXX XXXX with XXXX miles, XXXX owner, no accident at XXXX XXXX XXXX XXXX XXXX XXXX. Finally XXXX wrote when I could come in to see it. I was told later by XXXX he should have shown me a document outlining XXXX discount but he instead said he is giving me a better deal than XXXX. He again guaranteed this car was XXXX owner, no accident and showed me the car. I saw a dent and several scratches however he said these were minor. I bought the car based on information they provided. I then contacted the guy who repairs my cars who also works at XXXX to make sure he had time to come over and get the scratches out. I brought the home and a few days later XXXX came over and when he looked at the car he could not do anything because he was shocked at the damage. He said I WAS DOOPED due to the fact this car was clearly in an accident which was any car professional would know clearly by looking at it. I called XXXX XXXX and had the advocate from XXXX speak to my pro who observed the damages and he clearly stated I was misrepresented as this car had much damage to repair. She then called the manager XXXX XXXX who said he would call me today but I never heard from him. I did let XXXX know I am filing a grievance due to fraudulent misrepresentation and want this car to be repaired.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20832
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I was reached out to by what I thought was an online job opportunity. I was sent two mobile checks to my email and instructed to send money to a XXXX account for start up fees and work equipment. It seemed weird, but Id never had an online job before and was unaware of the associated processes. Luckily, the bank held a majority of the deposit, two checks, one for XXXX and the other for XXXX. I was to send XXXX to XXXX XXXX in XXXX. I contacted the bank while the transaction was still showing as pending on my account, and requested the money back on XXXX, but it was denied. The bank disputed the charge, but ultimately decided I was at fault. They did a credit reversal and now my account is negative. By their protocols, I have 41 days to pay or my account will be closed. Upon calling and asking for information about my next steps, I was told Id have to wait five days because the system isnt showing my information on the reversal or my options. But those five days count toward the total 41. There is also not a repayment plan for deposit accounts. But I dont have the money to pay all at once, especially since I didnt have that money to begin with. Ive called repeatedly since this happened and have never been given clear information about my options or next steps. The transaction was reversed XX/XX/XXXX, yesterday and I called this morning. There is nothing showing in the system that gives any information on what I can do. My account was also placed in credits only status where I can only use certified funds as a deposit. So Ill have to pay extra when this is all over with. I just want to be able to either have it reversed because I believe that the decision is wrong. The transaction was pending when I disputed. Or at least be able to regularly deposit funds without have to physically mail money or pay wire fees. I am not trying to get out of paying If it is deemed Im at fault. I do not agree with that decision, however, I just want to be able to pay without a time constraint and extra fees.
Company Response:
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/2023, USAA Bank closed my account because they stated I used my account for business transactions. I clearly stated and can provide proof that my account is only used for personal transactions. I am in the military and because of this account being closed, I have to go through the process of updating the military with a new account for my military pay and this will take at least 30 days to process. This will have a financial constraint on my family and I pleaded my case over the phone and provided verbally what the transaction are and what they were for but they still closed my account. They also didnt take anything I stated into consideration and would not provide me any proof as to how my transactions in my account was business related. They just closed the account on an assumption and never confirmed with me about anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: USAA JUST CALLED AND I AM LIVID BY THE XXXX BLATENT DISSRESPECT!! The assumed alot and are justifying abusing XXXX people. They can try to spin their story and THEY HAVE AND WILL. The CEO didnt even respect me enough to contact me directly, he sent a represantative. I am devastated and I am absolutely positive that if I am being abused so are millions of others losing their accounts and possibly funds by ill-gotten behavior from USAA. I tried to keep my XXXX private but OBVIOUSLY i am forced to explain that I was kicked in the head multiple times, no I will not read your XXXX XXXX regulation changes, my head is on fire XXXX and you think its ok to threaten to upset my entire life! XXXX that!!! There are laws in place for a reason .... I cant be doing this!! My XXXXXXXX XXXX XXXX and USAA is breaking tons of laws and abusing their authority and covering it up with " justified-bad behavior ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93308
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Problem with customer service
Subissue:
Consumer Complaint: I opened a checkings and savings account with USAA in early XXXX. On XX/XX/XXXX, they sent me a welcome letter, and it had trouble getting to my XXXX XXXX XXXX XXXX XXXX The gentleman in charge of my dorm had me change the format of my address slightly, but it was nearly identical to the previous address. About a week later on XXXX XXXX USAA locked my account. I wasn't sure why, so I called, and they told me they were experiencing technical difficulties and I should wait a week. When I called again, I had to talk to 2 or 3 people before anyone was able to figure out the source of the problem. They told me that USAA was exercising its right to no longer do business with me, and they were closing my account. Their reason for this was that they thought someone had broken into my account. I called the fraud department, and the guy I talked to said it was change of address. I read off the old and new addresses I had, and he said the current one was neither of those, and I had to provide proof of identity to access the new address. I went through the process and talked to a lady who told me the current address was the same as what I had changed it to. I'm not sure then why the fraud guy saw a new address. I was told the escheatment process was being conducted and they would send me a check 30 business days from the close of the account, around XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent me a letter saying they were still conducting the process and I could reach out with any questions. I have reached out to him a few times, but he never answers, even if I try all times of the day. He never returns calls even if I leave voicemails. I called again on XXXX XXXX 1 month after I was supposed to receive the check, and I got the same response. I talked to multiple people and was on hold for very long periods of time, and everyone kept saying they had no idea when the check would be sent because USAA is still investigating. They acted like the process would be timely when I talked to them earlier, so I am not sure what is taking so long. There seems to be no resolution to the issue, and I would like access to my money instead of it being locked up in USAA 's hands. The lack of transparency and constant " you're not my problem '' attitude is very troubling.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I obtained a new phone and phone number. The online only bank ( usaa ) would not alllow me into my account information unless I verified with my ( prior ) phone number and ( prior ) device. I no longer had access to either. The representatives said they werent able to transfer me since my phone call is not able to be verified but gave me the information to verify my id online using my drivers license and request a call at my new number. The automatic systems said to expect a call within 2-3 business days. I called on day three and they said they cant verify me ( since I dont have access to my prior phone or number ) so they cant transfer me to that department. On day four I called asking for answers and access to my accounts and they were unable to tell me anything. At this point I redid the online verification. This is day four since I redid this and over a week since Ive been able to see or use my checking. I called again, and again unable to help me. The only branch is in XXXX, I am in XXXX By phone or online is the only way to access my account and they wont allow either. The account is not locked for fraud but as the owner I cant access it. I just want my checking account back, and any fees incurred by this situation to be refunded.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Today, XXXX I contacted USAA and closed my checking, savings and credit card accounts. When I asked them to close my membership they refused. My membership contains my PII, including social security number, date of birth and home address. I let them know this and after talking to XXXX different people they flat refused and disconnected the call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23518
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I received a payroll check and proceeded to deposit it into my USAA checking account via my mobile banking app. I was then given an error message stating I could not do so and that I needed to deposit my check via ATM. I deposited my check via USAA ATM, and I was given a posting date of the same day if made by XXXX or the following business day if made after XXXX which would have been Monday, XX/XX/XXXX. On XX/XX/XXXX I still did not have access to my funds so I called USAA and the representative stated that my funds would be available on XX/XX/XXXX. On XX/XX/XXXX my funds were still not available, so I called back, and the next representative stated that I would now have to wait until Saturday, XX/XX/XXXX, to access my funds. I wasn't even given a reason as to why my funds are being held over the original posting date, despite USAA receiving and clearing the deposit as of Monday, XX/XX/XXXX. Since I deposited my check, I have received NSF/OD fees on my account due to my funds not being available as promised. Due to the fees that were applied, my account is now in the negative, and I have spoken with 5 USAA representatives, but none have provided a solution or any explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: Had my phone stolen, and the thief was then able to quickly get into my USAA app. Not sure how he logged on, but I also am not an expert in all the latest software and tools thieves use in XXXX. Once into the USAA app, he enabled XXXX ( I have never heard of it ) which appears on USAA 's homepage for the app. He then transferred {$980.00} to one of his contacts. Have repeatedly called USAA requesting reimbursement, and they keep saying 'they found no fraud '. The thief also used my XXXX app to send money, and XXXX agreed that is was fraud. They reimbursed me right away. USAA continues to drop the ball on this. I have given them my police report, I have attached screenshots of my e-mail around that time, and I have made them aware of XXXX 's determination that this was fraud. I would like USAA to the right thing here instead of just saying there was no fraud found.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A