Date Received: 2023-10-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: After 10 years with USAA Federal Bank they blocked my account, I got it unblocked then an hour it was blocked again, I got it unblocked again and hour later it was blocked again and they terminated my account and credit card. I had a perfect record with them, I have no money it's all tied up in a 60 day hold including my social security checks. I have received notice of my insurance cancellation on my house car, I have numerous bills to pay and I have no money whatsoever. These people causing me financial ruin.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
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: On XXXX XXXX, I received a text from USAA asking if I authorized a charge to a hotel in the XXXX. I replied yes and USAA thanked me for letting them know it was not fraud. Since I have had several problems with USAA in the last few months, I called them a couple of hours later and found out that they had canceled the payment to the hotel, a week before I was supposed to arrive, and that it was my responsibility to contact the merchant to have the charge reapplied. I contacted XXXX since I made the reservation through them. They eventually told me my reservation was canceled and there was no availability at the hotel I selected. I saw the direct number to the hotel on XXXX and called them directly in a panic because I thought I did not have a room. They were able to charge my card, but the damage was done in terms of the stress USAA caused by poor communication. I made several additional phone calls to USAA and also sent emails to their CEO. No one seemed to care about the issues USAA caused and they thought the issue was resolved when they replied by explaining their fraud procedures. Earlier tonight, I received myXX/XX/XXXX bill and it included an additional {$13.00} for my call to the XXXX. I called USAA and not only did they refuse to reimburse me for this call, but they also admitted that their fraud notification was flawed. There is no information in the text message they send other than asking if the member authorized the charge or not. They also admitted that they immediately canceled the transaction because they didn't want to be held responsible if it was a fraud. If it wasn't fraud, the member is screwed. They assume that members will know what to do, even if they are in a foreign country. USAA claims they are for XXXX but they treat people like trash and do nothing when they cause disruption to this level. I believe they need to be investigated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX @ approx XXXX I stopped at a drive up atm ( XXXX ) that was provided by USAA XXXX I did everything requested to withdraw {$300.00} the money slot never opened and the screen stated you did not take money in allotted time, but then printed a receipt like I received my funds. I sat there and called usaa and they directed me to call my bank which is XXXX XXXX XXXX XXXX I filed a dispute with them and the lady stated of this happens sometimes, they gave me a prospective credit on the XX/XX/XXXX I received a letter from by bank and it stated usaa showed that I benefited from the transaction when I never received anything so on XX/XX/XXXX they took {$300.00} back out of my account. There is a big camera above the atm and they refuse to check I've done 2 disputed with my bank with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Problem when making payments
Subissue:
Consumer Complaint: XX/XX/2023 -- I called USAA to ask how to pay off my personal loan in full as I have the funds to do so. I also have a car loan with them. On the phone the representative said she could do the pay off. I clearly stated personal loan in my first words to her. Next thing I knew was that she was repeating the car payoff amount as she had initiated that payoff which was for more money. I was furious and she stated that both the amounts were listed together. They transferred me to an escalation person who offered options that involved a lot of cancel this and wait for that. I told them to let it go through and I paid off my car when I did not expect or ask to do that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have been a member with USAA for XXXX years never to have an accident or file auto claims as I did in XX/XX/2022. After trying to get insurance again after my car is finally complete I was told to call XXXX XXXX because underwriting can not approve a policy for me. My issues started when I was coming home and the gate bar fell on top of my car. I called to make a claim for the damages. When the assigned claims adjuster called me we talked about other minor damages to my vehicle. Besides the roof damage, I had dents from a gas station pole when I opened my door, I had damages on the door when I was locked out my car and damages on bumper when i backed into a cement pole at a store. She informed me that USAA can fix all of those and to submit the claim. I did just that on the app in one claim. Once reviewed by the adjuster, she called and suggested to make 4 separate claims since I had no deductible. Since I didn't know the exact dates she chose the dates and recently informed me that she added dates unknown in her notes. The dates being XXXX XXXX, and XXXXXXXX XXXX Now I have been calling and getting different answers from different agents from policy services and claims, even one that read the note that underwriting stated not to transfer my call to them but their supervisor wouldn't return my calls so another agent suggested I speak with the director and submitted a request. He returned my call and told me his adjuster did the right thing with the claims and would not have known it would affect my consumer report like it has or cause USAA underwriting to not approve me since she is not knowledgeable in that area. I would like this investigated and resolved because these claims have ruined my reputation as a driver and consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Since XX/XX/XXXX, XXXX XXXX as been attempting to provide USAA and then me a credit for XXXX checks they deposited mistakenly. Both checks for {$5000.00} each were deposited by XXXX XXXX when they should have been deposited by XXXX XXXX. Besides the fact that XXXXXXXX XXXX XXXX deposited a check that wasnt theirs and another ( USAA ) authorized the clearing of said check by the wrong company, USAA bank ops has done nothing with these requests. I personally didnt even know that the one received by XXXX on XX/XX/XXXX existed until I finally called XXXX to assist in the resolution of finding out why my mortgage company didnt receive these funds, yet they had cleared my account. On XX/XX/XXXX, XXXX XXXX attempted to provide USAA with the funds for the XXXX check and nothing was done with that one either. Neither of them had even been tied to my account, member number etc. anything. I called USAA on XX/XX/XXXX to find out how this all went down and in the span of a 2-hour phone call realized that all the above had happened. The XXXX provided me with the attached Fax documents received by USAA that had not been worked ( I know there is a back office with XXXX access that works all income fax and mail ) to be distributed to the appropriate account ( which is stated on these documents ). This XXXX was extremely helpful and yet still not able to resolve this issue. We did determine that USAA was supposed to contact XXXX XXXX and provide the correct ACH information to provide the credit to USAA for these funds. We ended the call with her stating she had provided this information to the appropriate team, and this should be resolved within XXXX business days. I gave it a total week ( XXXX business days ) before I called back because my funds had yet to be returned. When I called again on XX/XX/XXXX, I spent another XXXX hours on the line with another XXXX, who I had to tell this entire situation to all over again, she found both documents on both checks and said, well nothing had actually been done by whatever team that should have. So, at about XXXX minutes into the call, she stated that she was going to open a dispute because this is the ONLY way this will get resolved, against XXXX of the checks. That dispute closed XX/XX/2023 stating I had no recourse and needed to deal with XXXX XXXX for this.. Incompetent is the word that comes to mind. I called back on XXXX XX/XX/XXXX to see if anything had happened with the original dispute and, no nothing had been. At that point this new XXXX with all of the past information opened another dispute ( again another XXXX hours of my life on the phone with someone who couldnt do anything ). I then called back XXXX XX/XX/XXXX and was at that point moved to XXXX, This XXXX XXXX, took every single note she could, put it on every piece of information for the disputes XXXX it was assigned to and said, it takes 10 days. XXXX hours again. XX/XX/XXXX I get an email from Disputes stating wait for this as a result of our research funds were not received! I must reach out to XXXX XXXX to get this resolved! ME! The Member! I didn't receive the fax, and I didn't reach out to XXXX XXXX ( because I didn't know any of this has taken place. XXXX XXXX reached out to USAA to have them debit them for the XXXX entries of {$5000.00} each. USAA has not requested these funds back, and has not done anything on my part to return these funds to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: For the last XXXX months I have been trying to shut down a joint savings account or to be removed from it. I do not personally have all of the dates and records, however I know that every conversation I have had in the last 3 months has been recorded. They have claimed that I could initiate removal even though I am not the primary account holder. I submitted that form while the account was still in a positive standing. I specifically asked the representative I was on the phone with what happens if my account drops into the negatives in the next XXXX business days since I am not in control for what the primary account holder does. He told me that wont effect your removal because you initiated this request while still in a positive standing I called back several times sense then and they give me all different messages. Finally a supervisor told me that that person who made this promise to me was incorrect and gave me misinformation. Since then I have continued to try and close the account, but the account kept dipping into the negatives. A representative told me they would change the account to overdraft protection. She was a supervisor and she promised me that once this change was made to the account that the account would no longer have issues going into the negatives and then they could close the account. Payments continue to be processed by loans that were not authorized by me. I asked them to stop payments on those loans. They did. The merchant continued to push payments from other accounts. I keep having to dispute the charges which then make it impossible for me to close the account because there has to be no activity on the account for XXXX hours. They claim there is nothing they can do to protect me from these unwanted and unauthorized transactions from occurring in the future. After being promised that my account had overdraft protection, another payment put my account into the negatives again. I called to request information, and was told that I could be reassured that this charge would be refunded to me within the day because of the overdraft protection. I asked this man to make note of it for me in my file just incase. He said he did. Finally my account was in a positive standing so I went to close the account and they told me they were I unable to close the account due to another transaction that was not posted yet but to call back the next day once the payment was posted and I could close the account then. I called back, but the account somehow dropped into the negatives again. I request to know why and they told me that there was no overdraft protection, even though I had been promised that there was. Finally I requested they provide me all of the notes that were taken regarding this issue, and all of the recoded phone calls be provided to me. This matter has been going on for 3 months
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2023, I was notified by USAA that there was a fraud attempt on my checking account that included a XXXX transaction for the amount of {$5000.00}. I communicated to USAA that I had no knowledge of that transaction and it was flagged and stopped. On XX/XX/2023, I was again notified that there was an attempt to purchase over {$500.00} with XXXX XXXX and again it was not me so the charged was not processed. The fraud department prompted me to change my password. They also informed me that there XXXX other IP addresses signed into my account out of XXXX XXXX and the name XXXX XXXX was associated. I have no contacts in XXXX XXXX nor have I ever been there and I explained that. On XX/XX/2023, I checked my checking account to discover {$5000.00} transferred out of my checking account at approximately XXXX XXXX. I immediately contacted USAA and was assured that the fraud department would be notified immediately. On XX/XX/2023, I contacted USAA to get a status update on the fraud and I was told that the only resolution offered was discontinuing my banking services. I was informed at this time that the transfer was to another USAA account. I have no knowledge of this account, it was not created by me and neither was the transfer. I would assume that USAA can see whos account it is as an individual can not open an account without social security number, birthday, etc. I would like to add that I am a XXXX XXXX on a fixed income and that was my only income for the month. My banking credentials were NOT given to anyone on my end. I would like to add that I have banked with USAA for 18 years without incident. Another detail I will include is that USAA security was compromised in XX/XX/2023 by a XXXX in which XXXX peoples information was unsecure. I cant say if this is directly related but I do know that I did NOT approve this transfer and it was fraudulent. I just want my money returned.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2023, I was denied a credit card with USAA. Title 15 subsection 1611, False and misleading denial of my own credit. I was sent a letter of my denial with unexplained and misinformation attached to the reasons for a denial.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92663
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2023 I applied for a preferred visa credit card form USAA. On XX/XX/2023 I called USAA to check the status of my credit application and to inquire if I accured mulitple inquiry as I was unsure of the credit application process so I filed for a few other credit cards I was interested in. I was told by my USAA agent and assured that USAA will call me at my confirmed phone number and/or email me. On XX/XX/2023 I got an email from USAA that said I had received a notification. Upon checking my application was denied for unable to verify my identity. I called back USAA and spoke to several representatives who could not give a Direct answer. I finally was informed that USAA called only once and made a decision without any further contact to an old outdated number. I was informed by XXXX and USAA that they have my current number. This was confirmed before, during, and after my application was pending. USAA has not attempted to correct this error of confirming my identity even with me on the phone applying again. ( As instructed by a representative by the name XXXX, who said just XXXX simple XXXX call was unacceptable as an only attempt to notify me of the issue ) My final application was automatically denied due to too many applications being applied for. USAA can not manually approve my application and stated I must re-apply for credit and suffer another credit inquiry. All this could have been avoided by calling the correct phone number or sending me a notification like they always do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96792
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A