Date Received: 2018-08-04
Issue: Problem with customer service
Subissue:
Consumer Complaint: A consumer service representative ( CSR ) provided misleading or incorrect information that caused my account to be overdrawing. The information provided by the CSR caused checked to be cashed that caused my account to be overdrawing. This act is and has the potential to effect my government security clearance and potential of losing my job. USAA has not been helpful and there ( CSR ) caused the problem.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2018-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My ex husband had me listed as a secondary user on his credit card with USAA. I did not give permission to be added to this card. He maxed out the card and did not pay it for several years. In our divorce the court awarded the USAA debt to my ex husband and he was made responsible to pay. But the lack of payments were reported as severe and have negatively affected my credit even though I had no knowledge or consent to be added to the card. USAA has refused to remove my name as a secondary user even though my ex husband has agree to pay the debt. He had my name associated with several other credit cards and I was able to resolve the debts with them but not with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2018-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a complaint before and XXXX XXXX was helping me she did helped me get some of my money back. I submitted documents showing that fraudulent use of my bank account goes back to XX/XX/2017. She directed me to upload my bank statement and the police report. I have attempted to call her on numerous occasions and she have not returned my phone call. Talking to USAA call center Is like talking to a brick wall. Attached is a Letter from the USAA rejecting the rest of the money that is owed to me. USAA DID NOT GIVE ME SUUPORTING FACTS THAT MAKES ME LIABLE! This attached statement is not enough for me we are talking about 11,000 dollars!!!! USAA owes me supporting facts why I am liable for a person using a XXXX card THAT DO NOT HAVE MY NAME ON IT!!! and was getting money out of account! I can not even get them to close THIS ACCOUNT TRANSACTIONS ARE STILL GOING THROUGH! IT!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2018-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had a home equity loan with USAA for about 10 years. Durning that time I have made the agreed monthly payment plus a separate payment ( {$200.00} ) that was applied to principle only. This worked fine until USAA transferred the administrative tasks to XXXX XXXX in XXXX of this year. Since then XXXX has taken out interest first then applies the remainder to principle. I have called USAA a number of times to resolve this only to be told they will get back to me by the next day, this has not happened. I have also called XXXX and was told by them that USAA has directed XXXX not to process the loan in that manner. I was also told by XXXX that they will send me documents to clarify my loan, this has not happened. To support my claim I have : 1. email from XXXX 2. Bank and loan statements from USAA 3. Loan Statements from XXXX I have not attached these documents as they contain sensitive information you stated such not be include in this submission.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Previous complaints was closed, I requested that USAA, send paperwork pertaining to their actions. They have only made statement not verification of proof. They have not looked for the payments, nor given time to complete any paperwork. USAA had 5 different subserves on this one, the payments has been not reported, they stated that XXXX never had my loan, XXXX, XXXX, XXXX, XXXX, and USAA themselves. I have sent documentation of all them. USAA is saying we have opportunity to modify the loan, but given the letter on XX/XX/2018 from a former lawyer. I really would appreciate if some one can request their paperwork instead of just statements they have given. They have opportunity to correct Deed, contracts and other documents, but just keep assisting that they want to help. Contact them and it is not the case saying its to late. Thank you for your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, a mobile deposit was made into my checking account in the amount of {$1000.00}. This item did not post to the account until XX/XX/2018. On XX/XX/2018 my husband contacted USAA regarding our checking account. USAA claims the cutoff time for mobile deposits is XXXX Central and the deposit was not made until XXXX Central time, however I do not believe it was made that late. In addition, we make deposits via mobile deposit often later than the supposed cutoff time and have never had a delay in posting previously. It seems USAA has recently changed this practice and did not notify all of their clients of this new practice. Regardless of the cutoff time, we have never had this issue before. This new practice caused a downstream issue with our accounts at other banks. Deposited items were returned at other banks because we thought this deposit had been posted. The customer service representative refused to allow my husband to communicate with a supervisor until I said we would be filing a complaint with this office and others. The supervisor was not helpful either. I would think that a company that claims to support our veterans would be slightly more helpful and definitely more transparent with their common practices they call " cutoff '' times. When a mobile deposit has been completed, a notice displays that the funds are available " immediately. '' There is not a " cutoff '' mentioned in this notice nor is there a disclosure advising these funds are not posted. I would like some assistance with this issue and believe USAA does not have an client focused approach that is conducive to the best interest of their clients.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am attempting to close with XXXX XXXX XXXX XXXX. I have requested the us of XXXX XXXX XXXX in XXXX Michigan to handle the loan policy being issued. The credit union is forcing me to use Transaction Title in XXXX XXXX. I do not wish to use them as it will cost me more money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31721
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/18, I was contacted by someone from the XXXX XXXX XXXX, who stated that I was owed {$520.00} credit from a computer company that went out of business for services that I purchased. When the refund would not got back on my XXXX card, they asked me for my bank. I told them USAA, but my account was credited {$2500.00} instead of {$520.00}. I was sent an email with the USAA logo stating that I had to pay the difference of {$2000.00} back to them in gift cards from XXXX. I went to XXXX, purchased gift cards and withdrew {$2000.00} from my USAA account. I called USAA that night to ask them to verify where the funds originated from and they could not tell me. I told them that I felt that I was a victim of a scam because the XXXX XXXX people had used/accessed my computer and I could not get back on my computer for an hour ( which I felt was suspicious ). I called USAA again next day and they transferred me to a fraud division to file a complaint. They still could not tell me where the funds had originated. I decided to close my account beause of 1 ) the way the representative handled my complaint and 2 ) XXXX called me and told me that someone had tried to make a purchase at XXXX and XXXX XXXX on my card also on XX/XX/18 for {$400.00} and {$200.00} respectively. This confirmed that I was a victim of a computer scam. I tried to close my checking account on XX/XX/18 but had to wait 24 hours till XX/XX/18. I received a letter from USAA on XX/XX/18 telling me that there was no fraud on my account. I also received a letter two days after telling me that my account was reopned and that I had to pay {$2500.00} in 41 days or it would be reported to credit agencies. 1 ) Why was my account reopened after I closed it? 2 ) Why can't USAA tell me the origination of the first credit of {$2500.00}? 3 ) Where did the debit of {$2500.00} originate? 4 ) Why was it so easy for the scammers to access USAA account without me giving them checking account numbers or anything, but the name of the bank. I called a representative again a couple days ago, still no one can tell me where the credit originated from. As a banking institution, anyone can put money in and take money out of someone's account with no identification name or source. Don't banks monitor deposits and withdrawals. They want to hold me accountable when they can't hold themselves accountable. It was a scam obviously. XXXX was professional enough to investiagte and credit back my acoount, but USAA wants me to be victimized again. I want them held accountable for the credit to the account originally when I did not even give my checking account number to the alleged XXXX XXXX XXXX scammers. Aren't there laws to protect customers from scams using the banks? So now I will be scammed twice. 1 ) By the scammers for {$2000.00} and 2 ) by the bank for {$2500.00}. I have a thirty year credit history with no late payments ( this can be verified ) on it but now this incident will tarnish my credit history. I will not be victimized again. I also reported this to the Federal Trade Commission Consumer Response Center for the computer fraud and I have a reference number.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a customer of USAA for 11 years. According to USAA records, someone called USAA pretending to be me and was given access to my account before withdrawing {$3900.00} from an ATM, which USAA reports is in XXXX XXXX. I live in XXXX, have not been traveling to XXXX XXXX, and did not lose my debit card. I was not in XXXX XXXX and did not provide any details regarding my account or personal data to anyone. I did not lose my debit card. My complaint has three components. First, USAA is refusing to refund my stolen funds claiming it was my fault and they are charging me overdraft credit cards fees to cover the stolen {$3900.00}. I do not see how this can be my fault if I did not make or authorize the ATM transaction. I need to stress, my ATM card data was copied and used for fraud as I had my current card, which I rarely use, in my possession. The second part of my complaint involves the security of my account. The USAA customer service rep who started this problem did not properly authenticate during the call, allowed a bizarre debit card increase, which I didn't even know was possible, on the phone, and then allowed repeated large withdrawals from an ATM. All of these should of been flagged as they are clearly fraud. The third part of the complaint involves how USAA has handled this claim. Their customer services reps have lied to me reporting '' you are not responsible '' " Your account will be restored soon '' They are now taking money from my Visa card overdraft, and charging me overdraft fees to cover the stolen {$3900.00}. I have tried to remedy this situation for 2 weeks and its appears the situation is getting worse as they keep changing their story, charging me on the stolen funds, and have not even attempted to explore who stole my funds. I would be grateful if your team can help me resolve this situation. If its happening to me, I'm concerned USAA is committing this type of fraud with other clients who may be more vulnerable and unable to voice their concerns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Incorrect information on your report
Subissue: Information that should be on the report is missing
Consumer Complaint: On XXXX XX/XX/2018, XXXX XXXX XXXX XXXX, reported me dead, while I was traveling overseas with my wife. I had been banking with this institution for 32 years, the action prevented me for getting into my funds at the time. Did not do anything drastic, which I should of, due to the 32 years with them I let them fix the error/issue or report. Took them 3 weeks, and still not 100 % as of yet. However, when I pull my credit report with XXXX, it shows that the person using my social security number was reported dead by USAA. I proceed to follow a dispute which is allow with XXXX, same came back XXXX XXXX, stating that USAA did not change their original report, meaning I still dead according to them, maybe time and place but still same report. I do not even have a credit score anymore and I was reported by them without credit history. Please tell me what to do? my full name is XXXX XXXX XXXX, XXXX. Please advise XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23834
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A