Date Received: 2019-01-04
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hello This is regarding the very first complaint I filed on USAA. After the President contacted me he left a message on my phone regarding the reversal and re crediting of the XXXX back on XX/XX/XXXX. They gave the money back to me after speaking with you several times and them contacting me stating they worked things out by recategorizing the dispute. I still never received the merchandise from XXXX XXXX and it was never sent back out. I uploaded statements from the usps oig as well to support my statements and today someone made a banking error and re reversed it the 2 nd time Again. After it was fixed by higher personnel. I need assistance in this matter and would like to speak with the President cause they told me it would be given back. This should not have occurred. Attached is a copy of my banking all you have to see is how they rereversed it 2 times on the ledger. It is regarding the XXXX XXXX package I never received and that was also reported sent back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: Just after XXXX a priority mail letter was delivered to a home that I stayed at temporarily while looking for a job. The person who lives there brought the letter to my home on XX/XX/XXXX. I used the mobile deposit feature in the banking app and deposited the funds. The check was dated XX/XX/2018 in the amount of {$2900.00} and was written out to me. I spent some of the money on household goods as I was XXXX up until XX/XX/XXXX and had nothing in my home. On the XXXX I went to purchase groceries and my card was declined. I called my bank and was told that the check was reversed due to insufficient funds and that it was my responsibility to know if the funds were available prior to depositing the check. I was instructed to contact the issuing bank, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX. Upon calling them the woman I spoke with asked for the check details including account and routing number and though the routing number was correct she stated that the account did not exist. I was told that this could potentially be fraud and to call my bank. I called my bank immediately, USAA, and relayed the information I was just given and was directed to the fraud department to start a claim. After speaking with them both of my checking and savings accounts as well as my husbands checking account was frozen. To this day I still can not even access the website to view my accounts or notices. I called my bank repeatedly and was told that the money needed to be recouped immediately. I asked what my options were and was told that they had to take all of the money from all of the accounts to offset the balance. I was not given any other option but was forced ( I feel like I was forced ) to give them permission to drain all of the accounts and still owe them {$590.00}. I was told that if I dont pay the difference before XX/XX/XXXX five or take then all of the accounts would be closed and they would submit my information to collections as well as post it on my credit report. Even after explaining that Im currently unemployed and do not have any other bank accounts I was asked to write a check for the balance. I attempted to file a police report at the XXXX XXXX Police Department in NJ I was told that I would be arrested for submitting a false police report. I should also mention that the original letter came with tracking information and that my husbands account was frozen because Im listed as a joint user. Every account that had my name on it is frozen. I received a letter in dated XX/XX/XXXX stating that the check was returned because the account could not be found. I called USAA and was told that my fraud claim was denied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Early in 2018, I filed for CH XXXX bankruptcy. During this time, I was 100 % payment history on my auto loan. During the bankruptcy, they took away my permissions to pay online, so I attempted to call in. They assured me that there is no issue, and I will be able to make payments online shortly. I called a few times during my bankruptcy to try to make a payment, but was unable to. When The bankruptcy finalized, they told me I'm over 3 months behind. I made MULTIPLE attempts to make payments on time, and they are now hurting my credit score because they were unwilling to take my payment during bankruptcy. They still refuse to assist me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Early in XX/XX/2018, I filed for CH XXXX bankruptcy. During this time, I was 100 % payment history on my auto loan. During the bankruptcy, they took away my permissions to pay online, so I attempted to call in. They assured me that there is no issue, and I will be able to make payments online shortly. I called a few times during my bankruptcy to try to make a payment, but was unable to. When The bankruptcy finalized, they told me I'm over 3 months behind. I made MULTIPLE attempts to make payments on time, and they are now hurting my credit score because they were unwilling to take my payment during bankruptcy. They still refuse to assist me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: XXXX XXXX # XXXX : XXXX XXXX XXXX I have received two checks from USAA Federal Savings bank. There was no explanation of what they were for, how they were calculated, or what issue they were intended to rectify. A representative from USAA identifying himself as, XXXX, attempted to contact me on my cell phone and left a voicemail. I have repeatedly told representatives of USAA not to call me on my cell phone. Is he even supposed to be contacting me personally? The checks sent do not cover the expenses that I have requested in my previous complaints. I have enclosed the documents for the extra expenses I was forced to incur on the advice of the USAA representative I had spoken to on XX/XX/2018 at XXXX CST.
Company Response: Company believes complaint is the result of an isolated error
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Ive had multiple issues with my auto loan and have filed multiple complaints through your agency and my attorney generals office. There is still one open complaint which was granted an extension with your agency. Ive told usaa on several occasions that Im not making a payment until the open complaint is resolved, the open complaint is because usaa took unauthorized funds from my account. On XX/XX/30 usaa yet again took unauthorized funds from my account. I called to try and rectify the matter and I was told they wouldnt refund the amount even though they were unauthorized to do so.
Company Response: Company disputes the facts presented in the complaint
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX XXXX, USAA I have submit a fraud claim of multiply transactions. USAA i declined the fraud claim due to the illegal activity using my address. I believe that these charges should be credited back to my account. USAA is violating t 15 U.S.C. 1601 et seq. Especially, the provisions Charges not actually made by the consumer Charges in the wrong amount. Charges for goods or services not received by the consumer Charges for goods not delivered as agreed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2019-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 I registered access to a " XXXX '' account through my USAA Checking Account. I was attempting to buy football tickets to the 2018 XXXX XXXX that night, and the seller ( named XXXX XXXX ) told me to use this as a secure payment method. Since it was through USAA, I felt safe that this was a reliable method of payment that would be backed by the company. Once I sent the {$1000.00} through XXXX, I realized this was a scam and the individual was not going to send me the tickets. I immediately called USAA and asked them to stop the transfer, but they said it was " pending '' and that I would have to call again on Monday, XX/XX/XXXX to file a dispute. I again requested them to cancel it since it was still pending, which meant it hadn't been received by the scammer and providing me some hope that there was still time to recover the {$1000.00}. However USAA was adamant I would have to call back on Monday. I called back on XX/XX/2018 to file a dispute, as I had paid for a service or product that was never provided to me. I received an email today that stated " Based on the XXXX Terms of Service agreement, the sender is responsible for resolving any dispute with the recipient regarding payment for goods, or services '', and they closed my dispute without offering me any resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32937
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is an update to my most recent complaint concerning USAA. The bank did not let me speak with the President, Vice President or CEO. Instead they had a specialist contact me by email which did not address the matter whatsoever. They stole my XXXX refund, told me I had no basis for a claim and reversed the credit they issued me and billed my account for it ( XXXX ) thereby limiting me to getting the refund from XXXX yet they stole the refund because ( I have no claim ) so they must give it back to XXXX so I may begin the claim process ( because they can not steal the refund AND bill me for a reversed credit ). Please have a senior officer contact me because there is serious corruption at this bank internally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA Federal Savings Bank ( USAA FSB ) closed all of my accounts in XX/XX/2018 without informing me of the reason. I attempted to determine the cause of the closure and all the USAA FSB representatives I spoke with refused to give me any details. The closure had two primary impacts. First, I was forced to move ( after 20 years with USAA FSB ) all of my accounts to another financial institution. This consumed considerable time and expense as I had my personal checking and savings accounts, checking and savings accounts for the care of my XXXX mother, and my daughters college savings account with USAA FSB. Direct deposits, bill payments, automatic transfers, etc. all had to be reconfigured. Second, USAA FSB also revoked my online access to usaa.com, which then impacted my USAA provided insurance service as I'm no longer able to access those insurance accounts online. Given almost all communications are done electronically through the usaa.com website there is now a constant problem accessing insurance information. For example, my auto insurance information was provided through the USAA mobile app, as is emergency service information, which I now can not access because USAA FSB shut down my account. Despite numerous attempts to communicate with USAA to attempt to understand why this happened, let alone petition to have them re-estabish my accounts or at least online access to insurance products, I've failed to receive any explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2018-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A