Date Received: 2018-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/18 - a check for {$1400.00} was presented to the acct. It shows as clearing on that date, with an ending balance of {$160.00}. The following day that check was returned and my account was charged a {$29.00} fee for NSF. I contacted them about the issue and was told " there are things that go on behind the scenes that you can't see ''. I then asked for them to explain to me how I would be able to manage my account accurately if they did not provide me with accurate information. They did not provide me an answer, only told me that is not how it works. I contacted the XXXX and have still not been able to speak with USAA regarding the issue. Fast forward to now. Last night, XX/XX/18, I transferred funds from my USAA savings account to the USAA checking account. The balance in my account prior to that transfer was just a little over {$300.00}. I made the transfer and went back into the account to make sure it was in there. The " current balance '' and " available balance '' both indicated {$1300.00}. No hold, or delay, was indicated. When I checked the account this morning, it now shows my transfer did not go in until today and the items presented came through causing a negative balance of {$230.00}, then the deposit was posted. I contacted them this morning and was again told " that's not how that works ''. The information in the depository agreement does not specify the funds would not be available immediately. The transfer information on the website said transfers between USAA checking and savings accounts were immediate. I inquired as to why my available balance would not reflect the difference between current and available. They did not provide me an answer, only told me that is not how the app works and they are sorry I was confused. I now am going to have to deal with the repercussions of this returned check from the financial institution it was deposited to. I am going to have multiple fees and no one seems to care that what can be seen by members is clearly not accurate. It is ridiculous for them to expect me to be okay with seeing an available balance that is plenty to cover the presented items, only to be blindsided the next day with returned items and fees. I have been with USAA for 12 years and feel they do not have members ' best interests at heart. I also have reached out multiple times today to the office of the CEO without any success. I am at a loss and feel I may need to get a lawyer involved because these business practices that are costing me money and time. I would love to provide you with screenshots of my account, but they have it set up so you can not screenshot the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 491XX
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XX/XX/2018, an unauthorized transfer of {$3700.00} from my joint checking account ( USAA ) to an unknown account ( later determined to be XXXX XXXX XXXX XXXX. I immediately notified my bank, USAA, that same morning, XXXX XXXX, of the fraudulent transfer. I also followed up in writing to USAA on XXXX XXXX, XXXX XXXX, and XXXX XX/XX/2018, and requested the funds be returned to my account and that they pursue the fraud investigation. USAA responded on XXXX XX/XX/2018 that their fraud investigation is complete and they determined no fraudulent activity. On XXXX XXXX, USAA responded that their decision was based on multiple USAA system security records. Apparently the fraudulent wire transfer occurred due to fraudulent online access to my USAA checking account. USAA has failed to return the funds to my account as requested and they have failed to adequately investigate this incident. On XXXX XX/XX/2018 I notified XXXX XXXX XXXX, by both mail and email, of the fraudulent transfer to their account. XXXX XXXX XXXX responded that I must first work with my bank, USAA, to contact them about the fraudulent activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90274
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I just received another notice from USAA which clearly shows that they have no idea of what they are doing. They are misrepresenting my second payoff check as a request to reapply the amount to my loan. It was the loan payoff check that I was forced to resubmit because their personnel could not read and match the loan number on the original check with their own loan statement payment coupon which was mailed with the original loan payment. A payment they clearly received in time to make an earlier payoff, since they returned that original check to me. Their own rejection form ( all of which has been included with my previous complaints [ # XXXX and # XXXX ] ) falsely claims the payment was rejected for missing/improper loan identification number. Their inability to admit to their own negligence with such messages is becoming a harassment. What is it going to take to straighten these people out?
Company Response: Company believes complaint is the result of an isolated error
State: IA
Zip: 515XX
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX ( {$960.00} ) This ACH was not authorized. I do not have a XXXX XXXX account. I do not do business with this company. XX/XX/XXXX I reported this ACH as unauthorized in writing and within 60 days of the first statement the charge was credited on. I contacted USAA to see when I would recieve my funds back and was told I was not allowed a credit. More than 10 days has passed and I have not had a credit or anything. It appears to me USAA is not following the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I recently filed a complaint on usaa for reversing a credit they gave me from their fraud department because they refused to upload the documents to the fraud team for my proof that I was being denied a package/product I ordered. I was told that I didnt send the documents in to the proper department as the reason why the credit was reversed. Then after I filed the first complaint with the CFPB about a week ago a woman by the name of XXXX contacted me and told me my claim should have been submitted as a credit dispute and that SHE herself resubmitted it with all the documentation I uploaded, and even though Inhave supporting documentation from USPS oig Investigation team stating that I wont get the package back, MRS XXXX claims she cant guarantee that I will get my XXXX that the bank stole from my account back. They are lunching with veterans money and this has to stop now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have paid my auto insurance for nine months on time, never a late payment. I have gone from $ XXXX to $ XXXX. On XX/XX/2018, I got into a minor accident because I was told to reverse on a one way road by a XXXX airport employee refused to pop the gate. Anyway, my driver sideview mirror was damaged. I filed a claim through USAA auto insurance since i have my automobile policy through them. They told me to get an estimate from XXXX XXXX and then submit it online and via email. They said i would be issued an electronic payment minus my {$500.00} deductible. On XX/XX/2018, at XXXX XXXX, I emailed a copy of the estimate for {$970.00} to XXXX and to XXXX. I also took a picture and uploaded the estimate to the USAA Claims Center portal. I never heard anything back about the status for a couple days. So, on XX/XX/2018, i sent a message via the USAA Claims portal about the status. I was told by XXXX XXXX that on XX/XX/2018 at XXXX CST that my estimate was received and was sent for review. No messages or phone calls or emails after that. On XX/XX/2018, at XXXX CST, I received a portal message stating that a payment of {$390.00} was issued. After doing the math, I noticed there was an {$80.00} decrease in their payment to me, which would result in me not paying {$500.00} for my deductible but {$570.00}. I contacted USAA and the first rep, XXXX, was very unaware and didnt have the proper knowledge to assist. I demanded a supervisor. After being on hold for a few minutes XXXX, the Claims supervisor, takes the call. XXXX tells me that XXXX XXXX contacted the dealership on their behalf WITHOUT contacting me first to negotiate a deal on parts and labor. XXXX XXXX DOES NOT negotiate on parts and labor. So, the service tech who was responsible for my estimate, XXXX XXXX, said that the claims rep contacted her and pretty much made her order used parts instead of a new part. The estimate is for a new part, not used. XXXX stated the price of the estimate did not change because USAA prefers a used part. The costs remain the same throughout, which means I have been cheated by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/18, I logged into my USAA mobile app and noticed several unauthorized transactions that were made in different cities in the state of Texas. I currently reside in XXXX, TX. On XX/XX/18, my card was used at a XXXX in XXXX, TX, in the amount of {$1.00}. It was used again, on XX/XX/18, at XXXX XXXX XXXX in XXXX XXXX, TX for {$15.00}, and again at XXXX XXXX XXXX XXXX XXXX in TX for {$16.00} On XX/XX/2018 two purchases were made. 1 ) XXXX XXXX XXXX for {$580.00} 2 ) XXXX XXXX for {$1000.00}. After a " full review '' from USAA, it was determined that the charges are valid. I might add that this process was concluded in one business day. That hardly seems sufficient. Furthermore, USAA states the transaction were made close to my home. After personally reviewing, I determined that to be false. The aforementioned transactions occurred well over 200 miles from my home. USAA also cites my USAA mobile app was used while the fraud was in progress. To date, they have been unable to provide me proof. Nevertheless, I cooperated fully with USAA and filed a police report. To date, my case with USAA remains closed, and I have been unable to reach anyone. I have left two voicemails at the extension provided, but have heard nary a word. As a consumer, I am not being afforded Zero Liability Fraud Protection. Coincidentally, my credit card at another financial instutation was used in XXXX XXXX, OK for {$180.00} on the same date ( s ) as the transaction ( s ) that occurred on my USAA account. I have submitted documentation to the email address USAA provided - XXXX - that went without a response. As a result, I am left without a significant sum of money and no clear answer from my bank - so much for protecting the cooperative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78723
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a third party check to my USAA checking account using a mobile banking app. I endorsed the check " for deposit only to USAA XXXX account number xxxx ''. USAA did not want the check processed in that way. In response to this issue, USAA chose to freeze all my outside electronic transfers. I still have the check in my position. I am happy to process the check in any way USAA prefers. However, they still claim that my electronic funds transfer process will remain frozen for the foreseeable future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I took out a person CAR loan with my ex fianc ( XXXX XXXX ) on XX/XX/XXXX. I was a co-signer on his XXXX XXXX. We separated and ended our relationship after the car loan was initiated. I voluntarily decided to stay on this loan. After XXXX i was required to file for a restraining order to keep him from contacting me. Afterwards in late XXXX with the help of a court appointed mediation we came to the decision to Co-parent for the sake of our childrens. My childrens father passed away in XXXX and I was informed that he had two outstanding loans that i was a co-signer on. I called USAA and asked for explanation of how i was a co-signer on two loans when i was only aware of co-signing on one ( the CAR LOAN ). Their explanation was that My ex signed up for a personal loan in XXXX with me as a co signer and that USAA sent me an email to my personal email account to inform me of this. I have no knowledge of ever receiving this email traffic. My response was that why had they not called me and verbally requested my permission or sent me a message to my USAA Message center for digital signature. USAA informed me that their policy is to send an email as notification and that if Co-applicat does not dispute that they will continue with the loan. I have since talked to death relations department, the consumer relations department, the CEO Relations Department. All have stated that when i called in to cancel debt protection on my exs personal loan ( what I was Identifing as his Personal Car LOAN that we were talking about ) ; the USAA Representative i spoke to on XX/XX/XXXX NEVER Identified the loan that she understood that we were speaking about was his Unsecured Personal loan ( loan i was not aware of ). She never identified that XXXX had two loans with me as a co-signer. She could have asked if I was I speaking of the car loan or the personal unsecured loan at that time but she did not, that would have helped me to be informed that there was a second loan with my name identified. I stated to all that when i called into the personal debt protection department on XX/XX/XXXX. I was under the understanding that i was talking about the car loan because that was the only loan that i was aware of co-signing for. I did initiate a chat conversation while on the phone with the USAA represenitive on XX/XX/XXXX. The representative on the phone instructed me that the only way to cancel debit protection on personal loans was to do a chat session with a USAA Represenitive. I initiated a chat session with a different representative ( while still on the phone with the other USAA representative ) who informed me of what to write. After writing information about canceling the personal loan protection ( again assuming that the phone represenitive was supplying me the correct information for the personal car loan ) The chat representative informed that I in fact could not cancel the Debit Protection on the account that only XXXX XXXX could do this as he was the primary loan holder on the account. I then ended both the phone conversation and the chat conversation. I then called XXXX and instructed for him to call USAA to cancel Debit Protection on the car loan. He called and canceled all debit protections on all accounts to include the Car loan and the Unsecured Personal loan at a later date that i am not aware of exactly but would assume was within a few days of my phone and chat conversation. USAA will not inform me of the exact day that he canceled the policies. I am very confused as to how USAA can authorize a loan on my behalf without my knowledge. They seem to not want to take responsibility for this HUGE oversight and i am now very worried about all current and future accounts that i have in regard to their security of my personal financial information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We noticed unauthorized charges on our USAA credit card on XX/XX/18. We notified USAA fraud department about these charges and to cancel our card. There were 4 charges at 4 different XXXX XXXX in a matter of a few hours apart in XXXX. All 4 transactions were for over XXXX each. We subsequently called XXXX XXXX ourselves, and they were able to tell us that each of the unauthorized charges were for XXXX XXXX gift cards at each location along with other misc. items XXXX totaling over XXXX ). XXXX XXXX also provided us with the times that these transactions took place. We were not in XXXX on that date or those times, and have always had possession of our card. We assumed the matter had been handled, and we would not be responsible for these charges, since there is a " no liability '' clause in the credit card agreement for unauthorized charges. On XX/XX/2018, we noticed the same charges for over XXXX total back on our account. We received NO notification via phone, email, or text as to why the charges were showing up on our account again. We once again, called to cancel our card thinking it was more unauthorized charges. These charges reappeared well over 2 months after we reported them. When talking to the fraud dept., to our surprise, we were told that they could not see fraud on those charges since a chip had been used, and " cards with chips have never been compromised ''. We informed them that we were never out of possession of our card, so that can't be correct. We thought we were alone, but after reading a large number of complaints online about the same thing happening to other customers, we realized there is a serious problem in the USAA banking fraud department. My XXXX had been with USAA for over 40 years and has never encountered such a thing before. We are not responsible for these charges. We need oversight on this company for our sake and the sake of other XXXX families that trusted USAA. We are doing all that we can to rectify this wrong that has been done to us. We have filed police reports, contacted local police where each of the charges occurred, and have been working with XXXX XXXX to get as much information as possible. We were never told what investigations had actually been done by USAA, only that chips can't be compromised. This is not just a few dollars, it is over XXXX dollars and our excellent credit rating is in jeopardy, because we will not pay for something we did not receive. To be totally dismissed by the fraud department is a warning to everyone to get out of this bank as soon as you can.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A