Date Received: 2018-07-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Greetings, I opened a banking account with USAA on Sunday and I deposited {$25.00} dollars from my other banking institution and on Monday, I also spoke with an agent in regards to the account and she told me that everything was perfect and that my personal check and debit cards is on the way to my house for myself and my wife. Today, as I was revising my account, I noticed that the {$25.00} was OFFSET, so I called USAA and the agent informed me that the {$25.00} was used to pay a debt I supposedly have with USAA for the sum of 5 thousand dollars plus, which is completely bogus and I told her thank you very much and she also informed me not to deposit anything into this account because they will take it to offset the negative accounts. Now, let me fully explained what happened with USAA and the abuse and unjustice they caused me and my family during the year of 2012 when we were in the XXXX XXXX. My card and all of my personal items was stolen by armed robbers and they used my cards to go on a spending streak, now when i called all of my cards company and banking institutions as well as the US embassy in XXXX XXXX, everyone and companies was very helpful and closed my accounts and reimburse all cash that was fraudulent. Except the big boy USAA and one of its representative that was so rude to me stating that i had log in my account why did i not say anything and that it was not a fraud claim and there's nothing that they could do for me. I couldn't argue or anything because they did not give me any opportunity. I never in my life felt so direspectful by a company and abused by a company like USAA and I need help now, because they are the ones who owes me {$5000.00} dollars for suffering, I had to borrow money in order for me and my family to get back in the states and this is not the first time that I've heard about this type of unjustice. These agents are above the law, rude and treat you like you are the robbers it is time to get justice, I had let it go since I couldn't win but for them now to take {$25.00} from me to open a new account which they allowed me to open it's reason enough to show the unjustice of this company and yet they keep saying that they are out to help military and their families? where is the help USAA?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have ben a member in good standing of USAA for over 20years and former servicemen. On XX/XX/XXXX received a letter advising that I am using my account for business transaction. Indicators for business transactions were " Deposits in the name of the business '' I don't recall any deposits in the name of the business being made. No supports were given. On XX/XX/XXXX received a voicemail asking about possible business activity on my personal checking account with USAA. XXXX XX/XX/25 I returned the USAA call at phone number XXXX, and talked to Mr. XXXX XXXX ( spell ) and answered / clarified all his questions and deposits. He was satisfied and said if any other questions or concerns they would contact me. XX/XX/XXXX - My wife with her kids tried to withdraw cash from a ATM but was unable due to the account being closed. I called a USAA rep and asked to speak to a supervisor. XX/XX/XXXX I talked to Mrs. XXXX and she reviewed the file and said the account was closed. I gave her all my info ( recapped above ). She would follow up with me on the follow day ( XX/XX/XXXX ). XX/XX/XXXX received a follow up call from Mrs XXXX and she said a letter was mailed to me on XX/XX/XXXX Friday that they would close my account due to business transactions. I never received this notification or any other communication whatsoever since XX/XX/XXXX. I asked Mrs XXXX to send me the letter via USAA documents on line. Which I attached to this file. XX/XX/XXXX - I've asked Mrs. XXXX to escalate this and to speak to XXXX XXXX, Genal Manger, Deposit Experiences whom sent the letter closing the account.. I was advise this area of the bank was not for members access but Mrs XXXX would try and escalate accordingly. As of XX/XX/1600 hours No call back or details on how I can ask my questions as to what supports they were looking at. I have my money locked with a promise of a " check in the mail ''. + Keep in mind, Friday XX/XX/XXXX is the letter saying they closed the account. ( See attached file ). This was mailed to my home.. I have not received this letter due to the fact it was mailed Friday the XXXX and the weekend, I only learned of the account closing when we tried to withdraw money. Not affording me ANY time to move my money or set up a new bank account so I can pay my bills or deposit my pay. I have checks and other deposits coming to my account that will not clear and bills that will not get paid. I did not receive notification prior to closing the account. I will incur fees, possible credit reporting issues and other associated items due to the banks improper notification or providing supports for closing my account. As a former service man I am astonished of the lack of supports, reason and communication on this subject matter. It has basically been once sided with no means of me to speak with a manager in charge of the decision process. For a bank that services the service women and men and advertise loyalty and support. - this is so far from the truth with regards to this issue. We are at a loss.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I received an email notification that a person named XXXX XXXX made a {$1000.00} withdrawal from my savings account through an app called XXXX. I called USAA to report that this was not authorized by me. The representative I spoke to informed me that they would look into the transaction and I should call back to check on the resolution. On XX/XX/XXXX I called USAA to check on the resolution to the unauthorized transaction. The representative bypassed my request and informed me that I needed to pay {$4800.00} because someone with my IP address deposited a counterfeit check in the amount of {$4900.00} from XXXX XXXX into my sons joint account and subsequently, the person made withdrawals of {$800.00} or {$830.00} until the account was depleted. When I asked why I wasn't informed of this yesterday when I initially called or why I never got a notification of this transaction the representative simply said she did not know why. But I would need to cover that amount or they would begin depleting my accounts associated with them ( IRA, other savings and checkings ) until it satisfied the amount of the counterfeit check. I was told to either do nothing and allow that to happen or mail a check or money order from another institution to cover it. I got a loan to cover the amount and mailed the check. I then made a police report for the fraud. At this time, I was locked out of my accounts and couldn't see any other transactions. On XX/XX/XXXX, I got a notification to view my USAA docs. But I was still locked out of my account so I could not see what it was about. On XX/XX/XXXX I spoke with someone who gave me a fax number to send my police reports to. On XX/XX/XXXX I spoke with a XXXX who stated that she would request I got updates into my fraud investigation. She stated that she was completing a referral for the financial crimes departments. On XX/XX/XXXX, I was able to see my accounts. Then I noticed that my other sons account had also been tampered with and no one informed me of this during the previous conversations, nor did I get an e-mail notification. That amount was {$17.00}. On XX/XX/XXXX, both police reports were ready and were faxed to XXXX. On XX/XX/XXXX, I changed all of my push notifications to what they were initially set with, Someone had obviously changed them to be able to access my accounts without my knowledge. Upon changing these notifications, I saw that there were 3 unknown devices on my account. An XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. My phone is an XXXX XXXX ( XXXX XXXX XXXX ) and my sons phones are XXXX XXXX 's, my sons both switched to XXXX from XXXX when the XXXX XXXX was out. On XX/XX/XXXX I was informed that I should XXXX out my other sons account so it wouldn't be overdrawn. I did that. But was told there was still no resolution into my fraud investigation. On XX/XX/XXXX I spoke at length with a representative who informed me that after reading over the notes, the liability is still on me that they are not treating this as a fraud investigation. XXXX suggested that I call back during business hours and speak with the identity theft unit. On XX/XX/XXXX, I spoke with several representatives in several departments because each person would put me on hold for 15 minutes then come back to report that my case was not in their department. The last rep, XXXX, submitted another review request because he is showing the the fraud dept determined I'm liable and there was no fraud. That I should call back in 3 days to check on the resolution. I asked him would they do a thorough investigation including pulling ATM footage and comparing endorsements on the back of the check? He did not give me a definitive answer. On XX/XX/XXXX, I received an e-mail notification that reads " We're writing to let you know that we completed our review of your claim submitted on XX/XX/2018 and determined there was no fraudulent activity. Our decision is based on multiple USAA system security records. No further action will be taken. If you have questions or want to request copies of the documentation or information we used to make this decision, please call us at XXXX ... Claim Reference : XXXX. We value your business and the opportunity to serve all your financial needs. '' Today, XX/XX/XXXX, I am sending this, hoping to be reimbursed all moneys taken from me by USAA. A total of {$5800.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35205
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I contacted USAA on XX/XX/2018, and began the process of refinancing our mortgage. As of today, we have dealt with approximately 8-10 employees who all guaranteed us they would own the outcome and get us to closing quickly. As time passed each one has dropped the ball and continue to cause issues and delays, which ultimately resulted in additional expenses on our behalf. USAA had all the required documents on or around XX/XX/XXXX to close our loan. However, as of today we have now been told by several people that our app was escalated and we would get the clear to close by the end of the week. Today we received a call from yet another employee who now advised they do not have all the documents ( even though prior employees confirmed receipt of all docs ) and our app has not been escalated. They yet again requested I submit more documents and they would need to wait approximately 5 more business days to receive our payoff. This veteran based company has treated my husband and I absolutely terrible.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 43160
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My balance due was {$850.00} and my minimum payment was {$19.00} due on XX/XX/XXXX. I had previously initiated a balance transfer, but in the meantime had paid {$19.00} to insure no late fees would be assessed. I also made two individual purchases ( {$15.00} and {$5.00} ) so as to hopefully have no balance. Two days later, the bank USAA received the balance transfer of {$850.00}. This actually resulted in me owing XXXX cents. I attempted to pay this balance on the XXXX of XXXX -before the closing date on my account. The system would NOT let me pay the remaining amount of XXXX cents. I called USAA on XX/XX/XXXX once again trying to pay the XXXX cents it said I owed. the representative could not help me. The representative suggested I go buy something in order to pay the balance ... this was NOT my goal. One day later, XX/XX/XXXX, I noticed a charge of {$16.00} has been added to my account. I called USAA to get clarification. They said it was because I still had a balance on my account and the interest was calculated on a daily amount. I am at my wits end with talking to USAA because from a consumer perspective if a bank says the statement balance is a specific amount, it leads a consumer to believe if they pay the entire statement balance then the account will have no balance!!!!!! This apparently is not true. I'm not understanding WHY, if I made every attempt to pay the entire balance, would I still be charged the interest. It's like double dipping. You pay the entire balance, but the bank still assesses you interest. If that is the case, then the billing statement needs to have an addendum " Even if you pay the entire amount due on or before the due date, interest has NOT been applied to the balance on your statement, and you will still be required to pay interest ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73160
Submitted Via: Web
Date Sent: 2018-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had a savings, checking, auto insurance and investment accounts with USAA since XXXX. I cancelled my auto insurance policy and moved it to XXXX for a better rate. Despite the cancellation of my policy, USAA continued to attempt to debit my checking account for the USAA insurance. I sent documentation on 4 ( four ) occasions to prove that the policy had been cancelled-USAA refuses to correct their error and has now frozen my access to my banking accounts and my investment accounts. They also refuse to timely process any investment transactions I request. My last transaction was not only late in processing, but they also sold the wrong stock ( requested the sale of XXXX XXXX but XXXX XXXX XXXX was sold ) and they witheld extra fees. I have had a XXXX on file since the inception of my investment account, no change has been authorized by me since XX/XX/XXXX. In XX/XX/XXXX, more than {$320.00} in backup withholdings were held from a sale of stock ; my social security number has not changed and has not been questioned in prior sales. Currently, USAA is holding my accounts XXXX by blocking online access to my accounts. This is causing me much distress because I have no other means of accessing my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 396XX
Submitted Via: Web
Date Sent: 2018-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I had a XX/XX/2018 USAA Visa bill of {$150.00}, which was due on XX/XX/2018. I paid the XXXX bill and mailed it on time, as I have done for 22 years with USAA Visa. They failed to cash the check until XX/XX/2018. I received the next XXXX statement which includes an interest fee of {$30.00}. I disputed this fee by phone on XX/XX/2018 and was told the interest was calculated at the end of every day for my future credit purchases. That is, as I continued to use the credit card, but prior to my having the XXXX statement, I was being charged interest on credit card charges that were not yet due. USAA Visa can not explain why they failed to cash my check in a timely fashion. I believe it is extremely improper for them to bill me for interest on the charges that were not yet due. Despite their slow processing of my check for the XXXX statement, I am willing pay interest on the {$150.00}. But it is dishonest and wrong to bill interest on credit card charges that are not yet due. This practice is not only illicit ; it also fosters fraud because USAA Visa has a financial gain to not process and cash payments in a timely fashion so that they can then drive up interest fees on bills that are not yet due. Last, when I asked USAA Visa for the outside agency to report the problem, they failed to tell me I can report it to the Consumer Protection Financial Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We currently bank with USAA and have done so for more than a decade. We live in XXXX California. My wife and I are both XXXX veterans who served in XXXX in XXXX. Until now, we had nothing but good things to say about our bank, to the extent that I even got my father to switch over. On XX/XX/2018. We were victims of identity theft. On that day, a representative from USAA contacted us regarding a suspicious transaction with one of our debit cards at a XXXX in XXXX California. This was a fraudulent attempt and it was declined due to insufficient funds. While on the phone with the bank, we identified a second fraudulent transaction. In a nutshell, the scammers had been able to successfully contact our bank, impersonate us, request to change our online login credentials, and withdraw {$650.00} from an ATM in XXXX XXXX, CA. with a ( no-chip, swipe only ) card. Needless to say, the last few weeks have been extremely difficult for us. We have spent a ridiculous amount of hours with the bank in trying to understand what happened and what kind of information had been compromised. To make matters worse, through their internal investigation, the bank had determined that the ATM transaction was not fraudulent after all, even though it was done from a no-chip card hundreds of miles away from where we were. Once their investigation concluded, the bank failed to contact us about their findings, which resulted in additional charges to one of our credit cards due to overdraft. The bank has refused to tell us how they made this determination, citing proprietary security measures. They claimed that we called the bank on that day to make those illicit transaction even though there are no outbound calls from our phone service provider on that day. They have left us with virtually no way to appeal their decision, and have found us liable for the fraudulent charges even though we have documented proof that we did not make these transactions. We even had one customer service representative from the Office of the CEO at USAA who told us they agreed with the fact that this was clearly a fraudulent transaction but their hands were tied. When we asked the representative from the fraud department who handled our case, his name is XXXX XXXX XXXX, he discouraged us from filing a claim with regulatory agencies because he said it would circle right back to his department. When we filed a police report on this case. the officer who helped us could hardly believe that this bank had arrived at the conclusion given the proof we were able to provide to the contrary. Unfortunately, due to a matter of jurisdiction and resources, my impressions is that the local police department wont be able to help us much in this matter. Not only do we feel like weve been wronged by the fraud perpetrated against us, but weve also had to process the fact that the bank is telling us that they think we are partaking in some sort of scam and may have shared our bank information with family members to defraud them even though we can dispute their claims with solid facts. To this day, we do not know what information was used to perpetrate this fraud. We have every reason to believe that all of our accounts at USAA remain compromised and we are forced to begin the lengthy process of switching to another bank. From what we know, the criminals that took our money still have the means to do it again. We can not believe that any bank has the power to make such arbitrary decisions, hold the customer responsible for weakness in their security systems, and to add insult to injury suggest that we might be trying to defraud them. We are simply asking for a fair appeal, and we need to understand how this happened and what other personal information was compromised. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95403
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This USAA FSB account XXXX was Paid-in-Full in XX/XX/2014. I filed for Bankruptcy on XX/XX/2014. How can this account be listed as " Derogatory '' and " Payment Plan '' and " Chapter XXXX '' when it was clearly paid and closed a month prior to the filing of my Bankruptcy? Please delete the erroneous information as this account is " PAID '' and " OK '' and " CLOSED BY CONSUMER ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The bank is USAA, I filed a dispute for unauthorized use of my checking account using my debit card. After calling and some correspondence with them we're still not able to come to a solution. At first when I called them I told them that {$200.00} was missing from my checking account. A few days later they gave me back my $ XXXX.Then when my direct deposit ( SSD ) came in 30dys later, USSA took the {$200.00} back without any explanation ( none that I recieved ). This left me with problems that I normally would not have for example, certain neg balance. Once again I corresponded with them. I disputed the unauthorized taking of my funds and they would not give me back my funds until the investigation was done. I after a couple of months I was finally afford the chance to see a deposit statement. This is when I realized that the day in question was in XX/XX/XXXXor XX/XX/XXXX and the money was taken out the same day in New York state. While I was in XXXX Florida. They still did not give me back the {$200.00} ( not even on a temporary basis ), while they investigated. They then came back at me that their analyst said that the decision stays the same. I explained to them took look at the XX/XX/XXXX statement that I couldn't have been in two places at the same time. They will look into it. After some time and after I wrote again via their web site. They wrote back to say that I was correct and wanted more time to investigate. By this time they should have found out already ( still no replacement of funds ). ( My question at this point ) they took too much time to resolve this issue? Anyway the next I heard from them was to explained that the {$200.00} from my checking account was taken out using my wife 's debit card. After arguing back and forth they something about she has to file fraud. I tell them it's my account not hers although she is authorized to take funds out. However, she did not take any funds out that day, ( I think she was admitted in the hospital that week ). Time went by XX/XX/XXXX to XX/XX/XXXX. Again they fail to resolve this issue in the legal time allotted. It is by this time I find out that my wife 's grandson ( no blood relation to me ) under 17 years of age was the one who took my funds without my knowledge. Mr XXXX from USAA wrote back to me stating that USAA will not give me my money back because I was the one who found out that my grandson took the money therefore it's a civil matter. But he is not my grandson, he is my wife 's grandson and it is my checking account not hers ( a situation that I have try to fix ) ( I never wanted a joint account only a extra debit card for the wife. I need answers and your help am I up the creek without a paddle, did I lose my money with no chance to get it back? Can they legally do this.And as Mr XXXX said I will not be getting any money from them. What CAN I DO?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11212
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A