Date Received: 2018-09-24
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: 1. Unable to deposit money into my checking account at USAA. The mobile app will not work with my phone. The web dept has downloaded/hacked into my phone with malware preventing features on my phone from functioning properly. Some of malware caused my phone to overheat and drain battery. It also destroyed some data and applications on my phone. I no longer have conference calling feature. 2. When I made complaints on community forum, as recently as last 4 weeks ago, banking dept and web support deleted my on line complaints to censure my free speech and due rights under the Bill of Rights and Constitution that I fought for while in military. 3. I was injured on XXXX XXXX, am 100 % XXXX and injuries are 100 % service connected. Yet USAA will not allow accommodations under ADA. Accomodations dept will not return calls nor answer my calls. 4. Because I have been unable to make deposits to my account USAA banking has imposed several NSF charges against my account and charged hundreds of dollars in fees and refused to make accommodations even though I am a senior ( 66 years ) with documentex neurological dysfunction as part of a service connected XXXX and have memory loss. Instead of assisting me they are stealing my money and using my XXXX against me, acting as a sreet thug would preying on XXXX seniors. The CEO 's office has been directly communicated witg conerning all above issues and refused to intervene. 5. USAA refuses to comply with California law requiring all foreign corporations to maintain a local agent for service of process so that we can bring suit in California for state law violations, including fraud, breach of contract and failure to follow banking regulatuons. USAA had destroyed my cell phone and refused to repair and process insurance claims. 6. Banking Dept at USAA has lied to me, hung up on me, refused to accept my phone calls and deleted my online complaints about above issues even when I was trying to report stolen wallet and credit cards and fraudulent transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94589
Submitted Via: Web
Date Sent: 2018-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I initially applied with USAA in regard to a loan to purchase a boat. I received approval and went boat shopping. Upon finding a boat with a dealer in Florida I set about finalizing the financing with USAA. The boat dealer required a wire transfer from USAA for the purchase of the boat. USAA refused to wire the money ( per their policy ) and suggested I find another boat dealer. My conversation at this point was that I was buying this boat and perhaps I should find another lender. The representative at USAA had a solution for this. The solution was that rather than go to another lender, I should simply acquire a personal loan from USAA for the same amount as the boat loan. I was told that I would be sent a personal check that I could deposit and in turn wire the funds to the boat dealer directly from my account. I was told that once I had possession of the boat I needed simply to call USAA and have the personal loan transferred into the initial boat loan for which I applied because the interest rate on the personal loan was much higher. I was quoted 7.94 % apr on the boat loan, the personal loan which I only intended to have for a weekend was at something around 13 %. Upon taking possession of the boat I called USAA and set about the process of transferring the loan to the boat loan that I was previously quoted. This is where the problem began. I was told by a new representative that I could not transfer to the boat loan that I was already approved for but had to apply for a new boat loan ( this time for a boat refinance rather than a purchase ). I was disgruntled at this point but went ahead with the application as I was told I did not have a choice. I went ahead with the application and was approved. The rate however, since this was a now a boat refinance rather than a purchase was at 11.94 % apr which was a full 4 % higher than what I was initially quoted. I this point I was upset and asked for a supervisor. After a 5 minute wait I was speaking a manager. The manager could not help but said I could speak to the escalation department ( they handle complaints ). After a wait of at least 30 minutes I was on the phone with an escalation specialist and formally logged a complaint. I was told that my call recordings would be pulled and there would be a resolution reached in 2 to 3 weeks. I called back in 5 weeks after not hearing from them and asked for an update to which I was told there was none to give. Please keep in mind that I am paying over 13 % interest at this time ( the wait for this resolution has cost me an additional {$230.00} in interest compared to the loan I was initially promised ). It has now been almost 60 days since I have been forced to accept the terms of USAA 's loan and still no call back or resolution reached. I have been a residential mortgage lender for the past 9 years and a USAA customer for the past 8. I have never experienced nor imagined such blatant bait and switch activities. I am well versed in consumer finances and aware of the laws in regards to quoting interest rates etc due to my career. I can only imagine the offenses committed by USAA toward consumer with less financial knowledge. I would like a resolution to this in the form of receiving the initial loan I was offered ( USAA somehow is " having issues '' retrieving the recorded phone calls ) and a credit towards the balance for every penny of additional interest I have paid on this high rate product that I would have never agreed to if not for the promise of an easy transfer to the initial loan terms that I agreed to. My payment is almost double with this loan as what it was with the loan that I was quoted.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2018-09-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Per USAA, on XX/XX/2018 an individual was able to access my USAA.com account and added an account that they would later use to transfer funds out of my savings accounts and into it. On XX/XX/2018, my account was again accessed and {$4000.00} were transferred into my savings account from an old linked account from another financial institution ( which that account was no longer active ). USAA 's policy is to make those funds immediately available and the individual that initiated the transfer then moved them out of my savings account to the account that they added on the XXXX. On XX/XX/XXXX we received a return of funds and an insufficient funds fee when USAA realized the that there was no funds in the account where the original transfer was requested. Upon seeing that I was overdrawn on XX/XX/XXXX I contacted USAA to report that their was fraudulent activity in my account and USAA started a fraud investigation. Their response came back that there was no fraudulent activity and they claim this by stating the funds transfer was conducted by someone that was logged in under my credentials. 6 weeks later I am still battling with USAA and I am getting no help from them with regards to what I need to be able to provide to them to help plead my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On or about Sunday, XX/XX/2018 I lost my wallet. It was left in a car that I rode in. I got my wallet back in my possession on or about XX/XX/2018. I notified my bank that I had some charges on my account that I do not recognize. Two from XXXX on my USAA account and one on my XXXX XXXX card. This total from XXXX on my USAA account was {$580.00}. USAA denied the claim and stated I made the transactions. I immediately filed a police report and sent it to them to reevaluate the claim. I called today, Thursday, XX/XX/2018 to get a update and I was told they are sticking with the decision and I am to be held liable for the changes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77301
Submitted Via: Web
Date Sent: 2018-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
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: According to the Fair Credit Reporting Act and the Fair Debt Collection Practices Act, credit bureaus and credit reporting agencies have an obligation to investigate and remove erroneous information from a consumers credit report. On XX/XX/2018, I sent a validation letter to USAA Savings Bank requesting validation for this account that I believe was placed in error. I received a response on XX/XX/2018 and rather than providing documentation with original contract bearing my signature proving I had a contractual obligation to pay the debts in question, they provided account statements for this account. Therefore, the accounts had not been verified.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32205
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have tried everything to get a copy of the report stating that they are closing my account and that they have no intention on returning the money in my account to me but, they are telling me their notes are for in house only. I think that is wrong and unfair. I feel I have the right to proof of what they are doing to my account. I still get text messages weekly telling me there is over {$38.00}, XXXX in my account and I also get emails. They are stealing my money. They tell me I need a court order in order to get the report but, they didn't need a court order to steal. Please I need your help to just get the report telling me what they are doing and. If they intend to close the account and return the money to the banks then tell me so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The credit card was issued by USAA. The credit card was used for general purchases and also was used to automatically pay my monthly auto insurance premiums with USAA. USAA is not SUPOSSED to assess interest, fees or charges on amounts in dispute. Over the years of being issued the credit card by USAA there were several times when I reported to USAA that a particular charge was being disputed. I would not pay those amounts in dispute but, would pay the balance of the amount due. Contrary to USAA 's started policy and legal requirements, USAA would always XXXX interest/fees/charges on the disputed amounts. When I would call USAA about the interest/fees/charges, they would acknowledge their error and removed the illegal interest/fees/charges. Several months ago USAA had interest charges on my monthly statement. When I asked why, I was told that I had not paid the previous month 's bill. I found that to be illogical since I did not receive notice that my auto insurance monthly premium was late or not received ( recall my auto insurance premium was automatically paid with my USAA credit card ). After several conversations with USAA employees I was told the illegal interest/fees/charges would be removed. I asked the USAA employee to let me know the balance due. When I did not get a reply to the latter request, I mailed in what I estimated the balance due. I thought all had been resolved but, the next statement I received still had interest/fees/charges in spite of being told all had been removed. I had numerous conversations with USAA. I was told there would be an investigation. Months would go by and no one from USAA would contact me about the results of the " investigation ''. When I called to ask about the investigation I was told the matter was closed. Finally, I was told that USAA would not remove the interest etc because I had requested on previous occasions a removal of such charges and these charges were indeed removed. But, the previous instances of interest etc being removed was interest illegally charged by USAA on amounts in dispute. Therefore, this is a baseless reason. I am requesting that USAA remove all interest etc. from my account and contact the credit reporting agencies to withdraw any reports fo delinquency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2018-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Tuesday, XX/XX/XXXX Dear Consumer Finance Protection Bureau Compliant : On XX/XX/XXXX {$26000.00} was stolen from my account at USAA Federal Savings Bank Acct # XXXX. I noticed the missing funds and unauthorized transfer to an outside and unknown bank account on XX/XX/XXXX and reported to USAA ( Bank ). The Bank has taken no action to resolve the issue. At present the Bank will not respond or communicate with me to discuss a resolution or report the theft to the appropriate law enforcement authorities. Please note, that I originally filed the complaint with FDIC but was direct to CFPB as XXXX was under its direct supervision. I am seeking : 1. USAA comply with Regulation E- in accordance with Error Reporting Procedures directed in 12 C.F.R 1005.11 as it their responsibility. 2. Report the crime to the appropriate federal law enforcement authority having jurisdiction. 3. Provide me with the current status of the investigation and opportunity to present documentation and evidence. 4. Reinstate my stolen funds. Below are basic details for your review and action : 1. I notified the bank of the theft, USAA Savings Bank, on XX/XX/XXXX when I noticed irregularities with my banking accounts. The bank acknowledged the incident and notified me that they would conduct an investigation and report back to me in two business days. 2. On XX/XX/XXXX {$25000.00} was transferred from my USAA savings account XXXX to an unknown third party account which I am not affiliated with, nor did I authorized. Upon further review the bank determined that my ex-spouse, XXXX XXXX, owns this account. 3. On XX/XX/XXXX {$1000.00} was transferred from my USAA savings account XXXX to an unknown third party account which I am not affiliated with, nor did I authorize this transaction. The bank is currently researching the account owner at this time. 4. On XX/XX/XXXX the court ordered martial settlement agreement ( MSA ), which specifically ordered the separation of all bank and insurance accounts was executed. The MSA was sent via certified mail to USAA and was received on XX/XX/XXXX. I have consulted council, XXXX XXXX, XXXX XXXX XXXX, to review terms of settlement. She has directed me to engage law enforcement, as this incident is not civil in nature and outside the scope of to the settlement agreement. 5. Shortly thereafter the execution of the MSA, as per the court order, USAA via telephone was notified of the divorce and directed to separate all accounts including financial and insurance was separated. Both my ex-spouse and myself worked with the USAA Divorce Specialist to separate all accounts, as is there policy. 6. I opened this savings account in XXXX under my USAA portfolio of financial services with myself at the primary account holder, and my ex-wife XXXX XXXX as the beneficiary. 7. At no time did I grant my ex-wife access or authority to any of my USAA accounts on or after the XX/XX/XXXX court order and subsequent separation of accounts by USAA. Nor did I provide her with consent. 8. This savings account had very few transactions and was exclusively limited to transfer of funds between my checking account, which my payroll check is deposited, and the saving account only. Prior to the theft on XX/XX/XXXX my ex-spouse had no interaction with the savings account and had not performed any transactions, including making deposits or withdrawal, or to my knowledge coordinate access to unauthorized third party bank accounts. All funds deposited into the account we provide solely by myself. 9. On XX/XX/XXXX I contacted the Rhode Island State Police to report the crime and unauthorized transaction of the stolen funds. Upon review of the evidence and conducting an investigation they informed me that the unauthorized transfer of funds was felony wire fraud. I further engaged the Rhode Island Attorney Generals office, which verified the results of the investigation and direct me to consult with the Bank to begin the fraud reporting process with FDIC or agency having jurisdiction as this crime falls under federal banking laws and is outside of their jurisdiction. I notified the Bank of this information and findings but did not receive any response. I appreciate any assistance you could lend to resolve this issue with the Bank. I will attach the supporting documents as referenced in this letter. Sincerely, XXXX XXXX Attachments : 1. USAA Transaction receipts 2. USAA Account detail ( Account holder ) 3. Marital Settlement Agreement, XX/XX/XXXX 4. Communication record with USAA XX/XX/XXXX to XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02809
Submitted Via: Web
Date Sent: 2018-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I paid the debt off in full to XXXX and I have not received an update to the three credit reporting bureaus that this has been paid in full. When I requested it from the company, I was told it would be reflected and resolved by now in my XXXX XXXX, XXXX, and XXXX credit reporting. It has not been fully resolved, though they have my account reflecting paid in full on their website.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44870
Submitted Via: Web
Date Sent: 2018-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I called USAA on XX/XX/XXXX to report my Amex stolen. I later received an account notice that card info for XXXX XXXX had been updated to allow purchases while a replacement card is shipping. The morning of XX/XX/XXXX I attempted to purchase groceries and the XXXX XXXX was denied 3 times. Upon contacting USAA they denied existence of the notification and said nothing about my having been informed of continued access to my credit and subsequent barring from use. I think this is a violation of consumer protection and credit standards.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 19111
Submitted Via: Web
Date Sent: 2018-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A