Date Received: 2019-04-10
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/2019 I called USAA because the week before I had chatted with someone online about fee 's that were charged to one of my checking accounts. During the chat he had opened an investigation to stop these payments ( as I was under the impression ) I had never heard anything back about the investigation on those specific fee 's. The fee 's were charged by companies I had changed my bank account info over to my new bank account. During the call with the executive resolution department on the XXXX He credited back those fee 's and moved the money back over to my account. He also gave me a {$100.00} credit for a pending debit transaction which was later removed again out of my account for some reason. Another one of my accounts that should have been closed over a year ago was still open so he closed that account. I was also under the impression my other account that was getting charged these NSF fee 's would be closed as well and the fee 's would be credited back to me. He could only credit the ones that had been charged to me as of that day which he did. Today XX/XX/XXXX, I'm looking at that account and I see it's still open and has been charged numerous NSF fee 's. USAA has taking {$190.00} out of my current checking account that I use to cover that negative balance which has in return caused me to not be able to pay my bills with that {$190.00} shortage in money now. This account should have been closed and any additional fee 's should be credited. Today XX/XX/XXXX I called and spoke to someone else in the resolution team who told me I am at my limit and they do not see this account should have been closed when in fact I was under the impression it would be and no more fee 's should be charged. USAA has failed me as a customer and has now caused me to not be able to pay one of my bills that I have to pay with them taking {$190.00} out of my bank account to cover a negative balance that shouldn't have been charged anyway since the account should have been closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78238
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-10
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: There are 4 bank transactions taken directly out of my bank account, the descriptions and amounts are below 1. Transaction Date : XX/XX/2019, amount : {$300.00}, Description : XXXX XXXX VISA XXXX AZ 2. Transaction Date : XX/XX/2019, amount : {$290.00}, Description : XXXX XXXX VISA XXXX AZ 3. Transaction Date : XX/XX/2019, amount : {$200.00}, Description : XXXX XXXX VISA XXXX AZ 4. Transaction Date : XX/XX/2019, amount : {$100.00}, Description : XXXX XXXX VISA XXXX AZ
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84067
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/XXXX I logged into my USAA account portal. I was looking over loan opportunities and need to consolidate credit card debt. They offer an online application for loans. I selected personal loan and for the " purpose '' used debt consolidation in their offered drop down menu. Filled in my personal information and then it asked to me submit. It gave an immediate DENIAL! Reasons : Thank you, XXXX XXXX, for your Personal loan application. Unfortunately, we can not fulfill your request for a loan because of the following reasons : Excessive obligations Insufficient or lack of income Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high Amount owed on revolving accounts is too high Which is unfair declining factors of the type of loan I applied for! It never asked what items I wanted to payoff! I worked in XXXX for 18 years and have even been a XXXX XXXX. If a debt consolidation loan is applied the first question to be answered is, which items are you wanting to payoff. Of course when these items would be marked for payoff, it would greatly impact the 4 declining factors they listed ( shown above ). I immediately call USAA and the lady argues with me, I asked to speak to a supervisor ( which I never was able to ), transfers me to an expediting department. I explained their reasons for denial are inaccurate and would greatly differ if you were able to choose the items you are wanting to payoff and close. The computer generated e-mail I received with the first denial was then removed the next day! They manipulated their system and now that document is NOT in my archived documents any longer as of XX/XX/XXXX. It now shows the attached letter stating my purpose of the loan was " Cover Personal Family or Household Expense '' I find it strange that after calling them and telling them I will dispute their unfair declining factors and the negative inquiry that the first letter is now gone. They make up this purpose which WAS NOT what I selected. Awful business and company to do business with. I sure hope all their service members are not treated like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45371
Submitted Via: Web
Date Sent: 2019-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My son discovered a fraudulent activity on his account XX/XX/2019. I am as his father listed as a signer on his account and ultimate responsible for the account. My son contacted the bank immediately and begin their process to start an investigation into the matter. We discovered during the call it was a ATM deposit in the amount of {$5200.00}. The individual ( s ) turned around and withdraw XXXX dollars cash. We thought after a 3 hour encounter with USAA representative the matter was being resolved. On XX/XX/2019 my son called to check to status and the representative stated they were still looking into the the matter. I then called and spoke we a rude lady in the " executive customer service side '', she called my son on three way and verified his account, and then went into the script that he is responsible for the money and he did it or allowed someone to get into his account. My son informed her we are 2 hours away from where it happen and he never helped or did anything to allow someone to have access to his account. At that time I asked, what is the next steps that we can take to dispute the matter as no one has contacted us since the last concern. She said, you can get a police report and then send it in, we may look at it. My son said if you may look at it that would be pointless, she then says since you refuse to make a police report you must be involved. I then said he didn't say he refused to make a police report. He is clearly stating what is the purpose if you all aren't going to look into it. The call was then disconnected. I then called back and spoke with a XXXX he says the notes are on file from my conversation with him. My son filed a police report and he is sending it in. I started looking online for similar incidents and I am finding multiple USAA student accounts are experience the very same thing and USAA is doing nothing about it beside making every person pay for the fraudulent activity. This is serious concerning and may have affected 100 's of individuals, from my hour research I have located 25 people in a 3 month frame that had experienced this. Police report filled : City of XXXX, # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA has locked me out of my account. I called for them to unlock my account I gave them my e-mail address which I use to send me a security code for me to log into my account and USAA told me they couldn't send me one. XXXX check company even though I had money caused me {$170.00} in overdraft fees, USAA refunded one set but has refunded the other 6 overdraft charges which totals {$170.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2019-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
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 a partial copy of a letter sent to USAA. A full copy will be attached USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX To Whom It May Concern Regarding Dispute Claim # XXXX My Card ending in # XXXX Amount {$3200.00} After dozens of calls to USAA stretching back months. A recorded XXXX way call between myself, USAA and the company, XXXX. A letter to USAA XXXX Offices in which I received a return call again reiterating the facts presented in my calls and correspondence with USAA, I received the most recent USAA standardized response sent to my email, with no named person, no returning email, and the same standard request asking me to again call and regurgitate the identical facts I have repeatedly stated dozens of times When I was speaking with corporate offices, in response to my letter, I asked for a review of the supporting documentation I provided and that was provided in the 3 way recorded statements of the XXXX representative while on the call with a USAA representative and myself. The recorded statement from the XXXX representative clearly indicated that XXXX refunded the amount in question to USAA. Rather than USAA providing me with any documentation and or explanation for their most recent response, instead USAA sends me a boiler plate standardized email response. Additionally when I spoke with a representative from the corporate office I requested that I be contacted my mail or via email by a named individual verifying the facts in the case. I asked that if USAA chose to contact me via email and from a named individual I requested the email be one which offered an ability to respond rather than the typical 'no reply emails. But sadly USAA chooses to refuse to engage in a dialogue that deals with the facts, with which, they are in possession. Rather USAA capriciously and arbitrarily issues form letters of denial with decisions apparently predicated on their own best interests rather than the facts or their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA has had around {$5000.00} of my funds on either hold or just missing. On XX/XX/XXXX I made a check deposit from one of my accounts to another one held by usaa. They then proceeded to put a 7 business day hold on my funds. I was never informed of why, and the time-frame was only disclosed after I called in to look into this. USAA also received $ 1400+ from my XXXX XXXX XXXX mortgage account for home owners insurance on XX/XX/XXXX -this was a wire from XXXX XXXX XXXX . USAA told me they never received these funds and I was left wondering where they were. XXXX XXXX XXXX confirmed the wire and as of today XX/XX/XXXX USAA has no idea when I will be receiving these funds. It is entirely unacceptable for them to have this much of my money on hold or missing for no apparent reason. As someone who works in banking a 7 business day hold is unheard of. I also do not appreciate USAA 's agent telling me that writing a check to myself is " illegal '' and this is 100 % not true at all. I feel this practices combined represent a severe and material violation of Regulation CC, UDAAP, as potentially RESPA.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: RI
Zip: 02920
Submitted Via: Web
Date Sent: 2019-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: At the end of my previous complaints, a USAA representative and I discussed my receiving an official letter explaining their investigative process and the actions taken to insure that this does not happen to anyone else. In a phone conversation with this representative I was assured that a letter would be sent to me for my records. I attempted to contact this representative, and had to leave a message. There has been no response of any kind since then. USAA has failed to uphold their part of the agreement. I want to know what action for breach of verbal contract can be taken by the government to protect other consumers from this lack of good faith on the part of USAA. This issue has not been resolved as per agreed to and needs to be reopened until USAA has fulfilled the stipulations of the agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I received a text message alert warning me that someone was using my card unauthorized. They listed a number below for me to call. When I called the number they began a debit fraud dispute for me that included many charges that took place during this timeframe from the XX/XX/XXXX. After filing my dispute, the airline got caught doing some type of switch up that revealed 2 flights being purchased for me for the same flight. I then called back to report this as well. Most recent I contacted the cfpb about what the bank did to my automobile insurance. I reported an employee for threatening to cause a lapse in my ( supposedly canceled ) insurance because I told him I would file a lawsuit for the money they owed me. They owed me over 200 dollars but when I called to report what occurred they claimed they sent a check for XXXX. Which I have not received. Because I told the cfpb about Mr XXXX. The bank then reversed the credit they issued to me AFTER notifying me that someone was using my card. I am writing to get the credit given back to me and to end retaliation against me for informing the cfpb about their dishonesty.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2019 I applied for a pre-approvel loan with XXXX XXXX, which ran my credit for the pre-approval. I was later sent an email that I would have 14 days to shop around with other vendors to get quotes without it affecting my score. On XX/XX/XXXX I applied for a pre-approval with USAA mortgage lender and my credit was checked also leaving a hard inquiry on my credit within the 2 week period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A