Date Received: 2018-12-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My payment account for paying a bill was changed without my approval. This has happened twice. Yesterday I got the bank to deactivate the my second account from the bill pay service ( I never activated it and do not have the ability to activate or deactivate the account myself ). But this was just a work around to try to prevent the issue from happening again. Their system is still broken and they are suggesting I am making the change using their website. Today I noticed a bill was paid twice from their system. From the bill pay system, it only showed 1 time in the history even through it had already cleared the bank. They completed the transaction electronically and not using checks. So it was not because the receiver processed the check twice. The representative acknowledged they are aware of their system sending transactions on the incorrect day, but did not acknowledge the lack of recording transactions. Both these situations mean this bank is changing banking transactions as well as not recording them correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX has been non-compliant with removing the unverified account USAA SVG BK which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that USAA SVG BK was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Company can't verify or dispute the facts in the complaint
State: CA
Zip: 90059
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Already filed one complaint with your agency and have been talking to the bank in regards to this matter. I did authorize 1 payment of XXXX to be withdrawn from my USAA checking account. The bank decided to take more than authorized which was {$750.00}. I did not authorize that amount to be withdrawn.
Company Response: Company disputes the facts presented in the complaint
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Around XX/XX/2018 checks were deposited into my account using an atm and that multiple transfers were the made out of my account totaling up to {$3000.00} but they did not come from me. The bank did not even notify me that they were putting a freez on my account yet along starting and investigation. I didnt find this out until I tried to log onto my mobile app and could not so I had to call them. When I called they told me thats when they told me about the checks I told them ok well they did not come from me.usaa then said they were doing an investigation and that it would take four to five business days and would be in contact with me. Two weeks went by and I still didnt hear anything. When I called back I got the run around and nobody could give me an answer on what was going on with the investigation it was also at this time that I found out they were closing my account. The XX/XX/XXXX rolls around and Im expecting this to be handled ... no Usaa then takes my retirement pay ( my only source of income ) saying that the I owed then for the bad check, mind you they still have not given me any information on whats going on with the fraud investigation. By this time no one has giving me any information and I was told that their fraud department would get in contact with me with in 3 to 5 business days and yet again I hear nothing. Today XX/XX/2018 I called them because my deposit was not made into my new account. The deposit was made into this same account that they said they were closing.usaa then says they took the rest of the money owed to them and that there were remaining funds in my account but I dont have access to it and they would have to get approve to release it to me. Once I go off one the rep about that on top of the fraud investigation I was transferred to a supervisor who then looks into it. Im then told that the investigation was completed and that they found me responsible. I ask how am I responsible when these transactions one were not authorized by me and two were in a complete different town than where I live. I was then told well thats what our investigation decided and that I should call back Monday to check the status of if I still owe them money. This is the second time this year there has been fraud on my account with them. You would think after banking with them for more than 6 years they would be a little more helpful instead of putting me in a bad situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I overnight mailed in a {$20000.00} check to USAA on XX/XX/18 @ XXXX. I was not allowed to make the deposit via mobile app due to the amount, nor would they approve a one time exception when I asked, which they indicated they do in some cases. I called on this matter three times hoping for a different response, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Frustrated with the last response, I rushed the check out via XXXX ; see above details. The check arrived to USAA on XX/XX/18 @ XXXX, signed for by " XXXX '' at the Front Desk. On XX/XX/18 I realized that in my frustrated state, I mailed the check without a deposit slip or account number on the back of the check. I called USAA to advise them of such and they advised that the check would have to go through its normal process and once it was realized on their end, they would send it back. I was advised that this could take 2-3 business days When the check did not come back in that time, I called back, and was given yet another count of days. When the check did not come back, I called back again, and was again given another count of days. I do not recall the dates of the two aforementioned calls. Finally calling in on XX/XX/XXXX, I was able to speak to someone who was able to advise that there were notes on my calls and so then I had to reiterate my story yet again. I provided this courteous agent with my tracking information. She diligently searched and advised that she would also open a " Work Item '' for research, again, I was given another set of days of when this would be completed. When I called back, the research had not been completed and was advised it was due to the XXXX 's Day Holiday. I was then given another set of days I called back sometime the week of XX/XX/XXXX and was told my check had been found and that I could expect it in 7-10 business days. I am returning this week ( yesterday XX/XX/XXXX ) from XXXX Holiday and vacation, because again I have not been contacted and no check has been received. I am AT THIS MOMENT ON THE LINE WITH USAA. I have been advised that the research was closed as being completed on XX/XX/XXXX. NO ONE CONTACTED ME YET AGAIN. On this call I requested to speak to a " Manager '' because the previous person was not handling the call to my satisfaction. We have no discovered on this call that USAA actually mailed that check XX/XX/XXXX, the day after received it from me. So they did not locate my check! And they did not mail it to my home, they mailed it back to the XXXX XXXX that I mailed it from! I have now been on the line for 1hr 03min. Nothing but assumptions by agents, no documentation by agents, no contact to me by USAA ( only me to them ), falsifying research order notes in an effort to close them, failure to follow their processes of mailing items back to the account holder, and total disregard as a whole of my frustrations. And now to boot I am advised by XXXX that because USAA mailed this check XXXX, I have to open a research request with XXXX to investigate the matter. AND SO HERE I WAIT AGAIN. EASILY THE WORST CUSTOMER SERVICE EVER, A TOTAL LET DOWN TO A SERVICE MEMBER. I WOULD LIKE THIS ESCALATED TO THE CEO OF USAA. I WANT THE CFPB TO PUBLISH THIS COMPLAINT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75220
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-30
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: I bank with USAA and they are holding me liable for charges that i do not make. I have had my credit cards stolen over the course of a few months due to my negligence. I am the type of person to always forget something behind, with that being said, i still should not be liable for charges that were literally not made by me ( the cardholder ). Please look into this matter because they are charging interest, but i will not pay for fraud charges. I have called USAA fraud department numerous times to discuss the matter, i feel like nobody is out to help me. I don't even know if someone has access to my accounts due to me losing my wallet with all my personal information, giving them access to all my records. There is charges on the account that even say " afghan international ''. I am located in XXXX XXXX, Texas.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78251
Submitted Via: Web
Date Sent: 2018-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA failed to run payment on 5 separate occasions between XX/XX/XXXX and XX/XX/2018. They were provided with payment information for check by phone four times, from two separate accounts - yet they never ran the payment. One payment was even made from a USAA account to USAA and they still didn't accept the payment. Funds were available and because of an error on their end they would state the account was paid and I called to confirm weeks later and they would confirm payment again despite telling them funds were not withdrawn from my account. Eventually they would state that payment was not made and I would try to make payment again and repeat the same XXXX cycle. I sent them a check for the full balance due via priority mail ( from a different bank for yet a third account ) they received the payment then SHREDDED the check. I have called dozens of times and talked to the same number of people all of whom refuse to assist in resolving this other than to ask for payment information again. I have written to them about this issue 4 times and they have not responded to a single letter. This is absurd, they are wrecking the credit report by reporting the account as late, and now as a charge off. There is no way to actually pay this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85283
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XX/XX/2018 I lost my wallet which had my debit card inside, do to memory issues from a head injury I had my pin hidden in the wallet. I Advised USAA of this and the provided credits for the purchase made after card was lost. Then on XX/XX/XXXX they took back the credits. On XX/XX/XXXX I called USAA and I was told the case would be reopened and the money returned to my account. I have called over 6 times and was told that I would receive a call about this with in 1-2 days. Each time no one has ever called me. I am on SSI and every penny counts and now they have taken back over {$400.00} on things I did not buy. USAA refuses to do anything to correct this issue. USAA also claims that stores are required to ask for photo ID when a debit card is used if not then it is there fault.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 047XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: at the end of XXXX around the 25 USAA started putting money into my account for some unknown reason claiming it was due to fraud. On XXXX sixth the took two recovery amounts out of my account one being for XXXX the other for XXXX causing my account to be in the negative for a total of XXXX they will not say why other than it is due to a fraud case that I did not file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 047XX
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Creditor is reporting accounts that are invalid and unverified. XXXX have investigated this account and they concluded the account was not matching my records of being assigned to me. I would like proof these accounts were disputed per FCRA/ FDCPA. This is causing me anguish and its slandering my good name. Please block this account from my report so I can breathe again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A