Date Received: 2018-07-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I submitted a complaint to the CFPB regarding this same institution. They claimed to have resolved the previous issue but had lied with regards to consumer contact. Since they have charged my account several fees then closed my account without notice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I received a call today XX/XX/18 about XXXX from XXXX XXXX from CEO office at USAA. XXXX received my complaint from CFPB and decided to speak with me about all the research that was completed due to this compliant. USAA decided that all they were able to do regarding complaint # XXXX was correct the way they reported me past due 30 and 60 days on my credit report. This is great but it does not fix the problem it is only a temporary fix since now I must come up with {$1400.00} to bring my account current before I report 30 days past due again. When XXXX called me the last time today XX/XX/18 to inform me that per our conversation from earlier today when requesting her manager to call me that was not going to happen but she did talk to her and they decided to only fix the credit reporting side of my issue. I am so upset and very confused about how USAA thinks that this is ok. Their only come back is that they sent me delinquency letters which I told them I did not receive in the mail. I received a letter letting me know that the hard hit from an inquiry that was reported to my credit was corrected since it was USAA error. I am wanting the Modification corrected or I want this loan gone. I can't even refinance it due to my credit score with any Bank so I do not ever have to do business with this fraudulent bank ever again. I need them to understand that a small error can cause so many other things to happen in a members life and how your financial status can change they way people treat you. They continue to tell me what I did that was incorrect but not once did they ever say what they did incorrect from day one, I am not satisfied with their response I think I have a pretty good history with them they have collected enough money from me and my family who also served in the Military. I will continue to write letters and send several emails to higher up until this is corrected. I think that USAA needs to be audited by FDIC they will see that they have more then just my small error going on in that institution. In researching this Bank I found several complaints from several individuals who served in the military who feels like USAA just has taken advantage of the people who fought for our country to make a difference. USAA needs to know what XXXX and XXXX means. Your members needs and concerns should always be important and when a member calls the call center the XXXX and XXXX should be educated and trained enough to help each and every member with all products your bank offers. I am expecting more from USAA then just a credit report correction. I need my concerns and issues addressed in a timely manner this issue has been going on since XXXX XXXX. I want USAA to explain to my children why I can't get their school supplies, clothes, shoes and buy food for the next two months. Tell them how I did qualify for the loan modification but my mailed doc 's did not get to USAA until the XXXX of XXXX which means I missed the deadline my 2 days. If USAA doesn't understand what loyalty means then maybe I can help educate them with information that I have learned in my past experience when dealing with customer service. I want USAA to understand I am not saying customers are always right but when you ( USAA ) drop the ball in the beginning you should be doing everything I mean everything to make it right and show the member that yes everyone makes mistakes but we as a TEAM ( USAA ) will do what we need to do to make sure the member will continue to trust in you ( USAA ). I think I deserve much more not because I think I am right realty I know I am. I know USAA had their legal team, CEO office and other team members research the situation but they are only stating the letters they sent to me I never received. The call that I made when I applied for the modification where I asked the rep can I make a payment anyways he stated no wait until the modification was booked the new due date would be XX/XX/18 which is what I expected. They mailed the forms that needed to be signed so I asked XXXX what happens if I did not get the doc 's on time then what would you do for me. She said I told you before XXXX XXXX you could have faxed them. Is the real issue due to me mailing the documents? USAA please send me the money I need to bring the account current along with compensation for the three months I have been calling your bank to try and get this completed. I have lost work time, family time, this issue has also caused my family so much extra stress and pain. I explained when I called back in XXXX before my payment was due that my husband already had military related issues which was causing my household income to change I am only one person trying to handle everything by myself at this time me and my children are already suffering due to his illness this is just one more thing to add to what we have going on. If you truly care about your members you will do the right thing. Food for thought just because I am a XXXX woman married to a XXXX man does not give you the right to judge us. I know during the 1st few calls I received from certain individuals they seemed to want to help after doing account research when higher up called it seemed as if the calls were very rude and condescending. I will continue my research to make sure I am being treated equally.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32444
Submitted Via: Web
Date Sent: 2018-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-26
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I had first forensic DNA when no any one forensic DNA agency in XXXX, had training subject matter form XXXX XXXX XXXX XXXX. As Development nation XXXX Police and Army personnel unskilled in nature about Constitutional Rights and procedure amone civilian, it first disconnecting internet since XX/XX/XXXX to XX/XX/XXXX for their preference web I may permitted about it it several complain submitted ic3.gov no result. I had also A commitment between me and United States of America fund and technology but gangs blocking all rights inhere in XXXX, succession property interest with others income. Financial criminals unlawfully obtaining my property using several ways and I have received one email from USAA for E-Payment at my another email is XXXX at Sun XX/XX/XXXX, XXXX XXXX, i had tried to contact but sender was false, sender email ( XXXX ). to day XX/XX/XXXX I have participated online registration with https : //www.usaa.comXXXX and this agency get my all confidential data are date of birth, passport number all accurate but after completion web site replied false " We're unable to complete your request online. '' This type of Online Banking or Institution unlawfully transaction beneficiary property and as I am foreign person I am serious victimized against this powerful gang. Requesting investigation and action appropriate according to International law related analysis it corruption and Official Bribery and according to Statute of International Criminals Court it is International Humanitarian law violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: XX/XX/18 opened account and checking account with usaa. Also applied for mortgage. Added tons of personal information from outside banks. XX/XX/18 tried to access account. Was told needed extra security. ( I have a fraud alert on my credit report ) called around XXXX EST. Spoke with someone. They said my account was locked. Said no other information except an alert saying will no longer do business with client she presumed it would maybe be from a fraud alert on my credit card. I just switched with my job my direct deposit which they told me would be approved for this pay check depositing Friday XX/XX/XXXX. Also- that the money in my checking account when opened would be mailed back via check within 30 days. After mentioning my DD she said that money would also be mailed back in 30 days. Crazy. Thats my rent. I just wanted to switch from XXXX to USAA she couldnt give me any more information or escalate my call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I recently had fraud on my account at USAA. Immediately upon speaking to the representative XXXX XXXX, she advised, my son was a victim of a scam. He deposited 2 checks and made a {$500.00} withdrawal. She said she had spoken with him and told him to just give the money back. Not once were we asked if he did it. Her mind was already made up before she spoke with either of us that he had done it. He had basically been tried and convicted before she spoke to him and not wanting to really hear what I had to say. Needless to say our claim was denied and I have to pay back {$500.00} plus fees for something we did not do nor did we get a fair chance. I keep finding out little pieces of what happened each time i call and speak to someone else. I have been with the bank over 15 years and this is how I am treated. Unfair and unjust. All I am asking is for someone to remove the tunnel vision and look at the history and patterns of my accounts. Everything we do is remote, online. I cant remember the last time I have actually went to the physical location let alone made a check deposit at an atm. Granted I do make cash deposits at the ATM, rarely but I do. However, I pretty much use the same ATM, which is the one located in XXXX XXXX. Again, this was not done by my son nor myself. Please look into this further. There should be video since it was done at an actual branch ATM. I will gladly view it and see if I can identify who made the deposit. All Im asking for is help getting my account credited back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78251
Submitted Via: Web
Date Sent: 2018-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Report # XXXX Attention : Consumer Relations, I recently obtained a copy of my credit report from your service and have found the following items to be in error. I have provided documentation as evidence that the items in question are inaccurate and need to be deleted from my credit report. Item # 1 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 2 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 3 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 4 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account ( XXXX ) Item # 5 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. I have attached all documentation and it is also numbered. Per Section 611 of the Fair Credit Reporting Act, I am requesting that you re-investigate those items indicated, and promptly delete any item that is not valid, is inaccurate, or has outdated information from my credit report. In addition, I am requesting a description of how the investigation was conducted along with the name, address, and telephone number of anyone contacted for information. Please send me an updated copy of my report, and notification that items have been deleted. I will consider 30 days a reasonable time for you to validate these items. Thank you for your prompt attention in this matter. Respectfully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX, I noticed all of my money ( XXXX ) was transferred from my USAA checking account fraudulently using a highly insecure money transfer app name XXXX. I called USAA immediately and submitted a fraud claim. Today, XX/XX/XXXX, I received a notice stating my claim has been denied. This was clearly fraud, and do not feel I should have to pay for USAAs inability to keep my account secure and their use of an app with such poor consumer protection such as XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2018-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Back last Tuesday ( XXXX-2018 ). XXXX XXXX was in contact with a what she thought was a company to help get her credit up to get a vehicle. So she was in contact with s lady and they got access to the mobile app on the account. they deposited a check and told XXXX XXXX to pull cash out and send back and it will help raise your credit. so she did. that's when i found out this happened and changed my accounts immediately and had new ones opened. USAA said they had there fraud department look into the issue and said that there was no fraud that happened. which is obviously wrong. XXXX XXXX filed a police report and that number is as follows : XXXX and was filed with XXXXXXXX XXXXXXXX PD. They told her that that was the second case this week and she filled that on monday. They have now told her to file it with XXXX county also.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Visa debit card was stolen on XX/XX/2018 and used in XXXX, XXXX at a merchant named XXXX XXXX for several transactions, list following. {$1200.00} {$640.00} {$570.00} {$120.00} {$100.00} {$46.00} I contacted the bank that night ( XX/XX/XXXX ) and spoke to Customer Service. Husband was XXXX on military orders in XXXX, so I was advised to get in touch with him to see if he had made these charges because they wer from XXXX. Spoke to husband, and confirmed he hadnt made the charges. Called customer service again on XX/XX/2018 to have card turned off and fraud claim submitted. Was told that I should know something within 1-2 business days. Wednesday XX/XX/2018 my husband called from his post in XXXX to USAA customer service. He was forwarded a document stating that there would be credits issued for these charges as they investigated. Friday XX/XX/2018 XXXX I contacted USAA again regarding the claim. I was transferred to the fraud department, where I was told by an agent that my claim had been denied because the chip card was used and could not be duplicated. I called the number listed for debit card fraud, and spoke with a security agent who advised me that all fraud claims that have been submitted for the last two weeks by any of the account holders had been denied. I was then given an email address to submit my questions to, and told that the fraud agents could not be reached by phone, not even by other banking employees. In the mean time, I am out over {$2700.00} that I did not spend, and am unable to pay any of my bills. I was not contacted by email, as it stated I would be, and had to find out that my claim was denied over the phone. And that it would take approximately 72 business hours for the fraud agents to respond to my email. Both USAA and Visa claim to have a zero liability policy against fraudulent charges, however they denied my claim. How is this zero liability?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66441
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Since XX/XX/2018 every week I have deposited my payroll checks in my checking account at USAA Bank and the Bank has not given me full value for my deposits. Each payroll check that I have deposited, USAA Bank has put on hold about one third of my payroll check for 7 calendar days without a valid reason. I believe that USAA Bank has put my checking account on a so-called blacklist ever since I made a complaint to the CFPB a few months ago. USAA Bank has no valid reason to put a hold on my deposits that comes from a US company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A