Date Received: 2018-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: USAA Federal Saving Bank claims to have not received a HELOC payment from a XXXX XXXX on line checking account. Bank ; XXXX XXXX Amount : XXXX check no. XXXX ref no : XXXX Sent Date : XX/XX/XXXX XX/XX/XXXX ; Bank sent payoff to : USAA Federal Saving Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX ( verification records obtained for this payment, and the previous 3 payments ) A few days before ( can't find my notes ) XX/XX/XXXX ; called USAA ; XXXX Asked for account status ( acct ; XXXX ) Requested status of this payment. It had been roughly 10 days. Their records showed that they had not received it yet. I explained to them that it had been at least 10 days, and that I was very concerned. They blamed the mail. Well ... hmmm ... ok. I use configured " Payees '' in my on line backing application in order to pay almost all of my bills. What this mean, is that if you send something to THAT configured " Payee '', then you send another payment to the SAME " Payee '' the following month, it will go TO THEM SAME PLACE. I have been making payments TO THIS SAME PAYEE, for over 5 years, every month. This well over 60 payments, so, the LOCATION that this payment was sent TO is NOT IN QUESTION. ( In my latest call with USAA, they even admitted this ). So, I logged into my on line banking, and pulled the records for the last 3 payments to THIS " Payee '' ( this was all I could get without officially requesting records from further back. Three ( 3 ) was enough. In each of the previous payment, USAA had marked the checks received in 12 days or less. It is now going on the XX/XX/XXXX day. called XX/XX/XXXX ; requesting status. Still they had not received the check. I am now getting concerned. I shared my data with the customer service rep, and they have no explanation. I ask to speak with a manager They put me on hold, after 20 minutes, I hang up. I decide to wait till after XXXX XXXX, to see if USAA would eventually receive the check. Oh, by the way, the XXXX payment is now delinquent. And the only way to make the payment, is with a check. You can pay the COLLECTION AGENCY with a credit card, but only after the account is delinquent, and they turn it over to the delinquent collections department, which is also an INTERAL USAA group ; { Just more disservice with the managing of this account. That's just great. " We here at USAA have not received, your check, so please send us other check. '' Right -- I told them this was not going to happen while there was still a check for over {$38000.00} out there. Call on XX/XX/XXXX ; Eight ( 8 ) Days later!! Still they have not received my payment. Mind you, it has been over 17 days since a check was mailed. The last 3 were MARKED received, in 12 days or less .... some as fast as 6 days. AND, well over 60 payments to the same configured " Payee '' had ALL been delivered. Statistically, is is bordering on being impossible. Now I am furious. They hand me off to an account specialist or something like that. Her name is XXXX, and she is currently managing " issue '' at USAA. She " said '' she did an exhaustive search for this check. She has every one of the above details. She claims she still has no record of receiving my last payment. They are still looking, but this is simply inexcusable. They have received every payment i have sent to this configured " Payee '' for principal+interest+ {$1000.00} for over 60 payments, and not one of them not received. I send a XXXX payment, and all of a sudden they can not find the check after 17 days of being in the mail!!??!! I now have ZERO faith, in their internal processes, and ensure I use every resource at my disposal to ensure this, at a minimum, gets recorded/logged in some other official system. You know, its a shame that I have been nothing but responsible in my relationship with USAA over the last 39+ years. I have nearly made every Insurance, HELOC and Mortgage payment on time. For the couple that I did not make on time, that was on ME, and the account was NEVER delinquent by the next payment due date. USAA " used '' to be a company I could. No longer. ANY help/guidance would be greatly appreciated. Attachment : Record of XXXX XXXX payment transaction dated XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX RE : Events that transpired between XX/XX/XXXX - XX/XX/XXXX. I, XXXX XXXX XXXX was seeking employment, I had my resume out on several different online employment sites. I was contacted via XXXX for a job position, on XX/XX/XXXX by a man claiming to be a XXXX XXXX XXXX. He stated that he was a Sales Representative for medical supply company here in XXXX XXXX, called XXXX. He was hiring for a XXXX XXXX position. I checked out the information of the gentleman who contacted me and he appeared to be local and worked for a legitimate company in town. He sent me his email and requested that I send him my full resume, I did the evening of the XX/XX/XXXX. He contacted me back the next day, via email stating after completing a background check that I was qualified for the job and offered me the position, listing a job description of my duties. He stated, I would be receiving a weekly pay check of {$400.00} for 3-7 hours a week and would start the XX/XX/XXXX, I accepted the position. He sent me a message stating that he ( XXXX XXXX ) would be issuing me a check to cover my first weeks pay and extra funds to cover, office supplies, printer and software licensing that I would need for the job. The check would be in the amount of {$3400.00}. He contacted me when the check had been issued and sent me the tracking information for the check. Tracking # XXXX and told me to contact him when I received it. Once I had received the check, he then instructed me via text to deposit the check into my personal account and send him conformation once I did and a copy of the deposit slip. After sending him a copy of the slip, he messaged me and asked me to withdraw the funds from my account minus my paycheck, to get the supplies. Once I withdrew the funds, he instructed me then to take the money to a XXXX XXXX XXXX and deposit the funds into an account and sent me a name, account and routing number. The account was for a XXXX XXXX XXXX, Account # XXXX, Routing # XXXX. The bank he instructed me to go to was a XXXX XXXX. We do not have a XXXX XXXX branch in XXXX. I informed him of this, he then instructed me to overnight the money to this XXXX XXXX XXXX via XXXX, this made me very uncomfortable, I was holding a lot of money that wasn't mine, I was a bit confused as I was told it was to purchase supplies. I followed his instructions and overnight the funds to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX via XXXX. Tracking # XXXX {>= $1,000,000} The Shipping was {$60.00}, I sent him a copy of the receipt and tracking information as requested. He contacted me via text the next day, instructing me to send the reminder {$350.00} to XXXX XXXX XXXX, that she needed more money to get the rest of the office supplies ''. This was a red flag for me, I told him no, that he had told me those funds where for the agreed paycheck, I had already transferred the money to make my rent payment and had already spent {$60.00} for the shipping of the funds. He told me not to worry that he would be sending me another check, and wanted to know what I was afraid of. I told him that it was not that I was afraid, this statement made me very uncomfortable I told him it was not that I was afraid it was simply that I couldnt, I had already transferred the money to help make my rent payment as the money was for the first paycheck as agreed upon. He then told me he would send another check, I asked him why he was sending it to me and not directly to XXXX XXXX. He didnt respond to my inquiries. Later I told him I was not comfortable with this process and asked if we could speak on the phone to discuss, he did not respond to this request. I then proceeded to text him I did not want to be apart of this process and was not comfortable with his request, this was on Friday, XX/XX/XXXX, no Response. XXXX XXXX messaged me on Monday morning letting me know that another check was on its way. I was surprised, and thought it must be the {$350.00} to send to XXXX XXXX, I told him again that I was not comfortable with what he was requesting of me, as this was not part of the job description that we had agreed upon and that I had been hired for. I told him that I didnt not want to be apart of whatever it was he was dong, I felt he was doing something wrong. During that time the next check came and it was another for the {$3400.00}, I was shocked, I told him I didnt want to participate. He told me to hold on while he called me from another phone line. I have recording software on my computer, when he called I put it on speaker phone and hit record. He is a man with a thick XXXX accent, and clearly was not XXXX XXXX from XXXX, XXXX as he claimed. I called him out on this fact and insisted that he was XXXX XXXX XXXX, and that he was from XXXX even though he could not pronounce it correctly. I told him I did not want to be involved. He at this point became very upset and started making threats and stating that I had his money. I told him that I was going to go to the police at this time, he became very threatening stating that he knows where I live, and that I didnt know who I was messing with and that he would come after me and would XXXX XXXX '' - At this point I was extremely shaken and in a bit of shock, not knowing what in the world I had just been involved with. He has all my personal information and physical address. In a state of panic and fear, I deposited the check, made the withdraw and sent the money immediately as requested I was extremely shaken up and very scared at this point, I live alone withy XXXX year old so, and was Terrified that I had somehow put our lives in jeopardy, simply what I had thought to be a part time job. I sent the XXXX XXXX a copy of the shipping receipt with the tracking # XXXX and told him not to contact me again. I did receiver a few more messages and another text from another number claiming again to be XXXX XXXX but I ignored them. I packed a bag, contacted close friends of mine and told them what happened and stayed the night at their house, I was very scared at this point. I do have a full recording of this phone conversation. The next day I went to the police department to file a police report. I also called the XXXX XXXX where the checks had been issued from ; XXXX XXXX Revolving Loan FB Deposit Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and spoke to a XXXX XXXX as his name was in an email I had received from XXXX XXXX in regard to the tracking information on the check. I wanted to let him know what was going on, when he got on the phone he seemed quite irritated that I was calling and dismissive with me, he was not interested in what I had to say. Which lead me to believe that he was somehow was in on this scam. The checks where mailed from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Tracking # XXXX I was able to make contact with the REAL XXXX XXXX XXXX that does live here in XXXX, XXXX who is a Sales Representative for XXXX. I was able to make contact with him at work, phone # ( XXXX ) XXXX. He informed me that a few weeks prior to this event that his XXXX account had been hacked and has since been locked out permanently from his account. He was unaware that his identity had actually been used for any purposes, and stated that he would also contact the police in regards. His cell number ( XXXX ) XXXX I filed a police report # XXXX, in XXXX, XXXX, XXXX County on XX/XX/XXXX. I went to the local XXXX States Attorney general office, XX/XX/XXXX they informed me that I need to make a report online or mail in a complaint. I have filed the complaint with the Attorney General 's Office. I have filed a report with the local XXXX, XXXX FBI office. I contacted the fraud department of my banking institution, USAA, on XX/XX/XXXX to notify them of the event. USAA is currently holding me liable for the funds and placed a charged on my account which has resulted in a deficit of my personal funds in the amount of - $ XXXX.I also had a little over {$1500.00} in the account of my personal money that is now gone. I have had my monthly bills be returned and am incurring several return fees due to this and now late charges. I am currently locked out of my USAA account and from accessing any of my personal information in regard to my account. I have called to get it unlocked and they are refusing me access. I was told a supervisor from the Fraud Department would be contacting me that as of XX/XX/XXXX has not yet happened. This is a great frustration as I have other accounts with USAA including my savings, auto insurance, rental insurance and 2 credit cards. I have banked with USAA for 23 years, I have a clean banking record, I have never had an issue with USAA until now. I am quite shocked as to this situation is being handled by them, I was scammed and am now being held liable by my bank claiming tone a zero liability company. This event has put me in a state of complete financial ruin, I am now looking at losing my home and credit and etc. on top of the distress of the event and having threats now made upon my life. I have tried calling several times. I am truly at a loss as what to do, and how to get any updates and information in regards to the status. I was informed as of XX/XX/XXXX, by XXXX XXXX of USAA that my funds wouldnt be reinstated to my account that is now in deficit {$6300.00}. I would not be allowed access to my other banking, saving, credit card and insurance information until I bring my balance back up, which is simply not possible at this point. This event has putt me in financial ruin and hardship. Which will leave me now no choice but to file bankruptcy or seek legal action, unless this decision is overturned, the total loss is now {$8700.00}, the {$6900.00} that I was hit from the scam and {$1800.00} of my own personal funds that are now gone. I have a file to upload that has the affidavit of my sworn statement, all the email correspondence and text messages copies of texts and etc. Also have a full audio recording of the phone conversation by the individual who scammed me with and made the personal threat to " Kill Me '' but this document exceeds your upload capacity. I have mailed copies of this to your address via certified mail. Thank you for your attention to this matter, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65804
Submitted Via: Web
Date Sent: 2018-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, my wife sent me {$350.00} through XXXX from her XXXX XXXX account. Usually I get it a few seconds later but in this occasion nothing. The money came out of her account and the status shows sent. I wait a couple of hours and wrote to USAA and was told systems were down and it would post that day. Couple of hours later I see the payment is added the reversed out of my account. I speak to USAA again and told that they did not send the money back, it was pulled by XXXX and have my wife contact her bank. XXXX XXXX confirms that the money was sent and received by USAA ; they did not pull back the money. I contacted USAA again and was first told that they cant do anything and they cant see the reason why it was reversed and it was probably an error or pulled from XXXX XXXX but then I told them her bank confirmed they did not reverse it, the USAA rep gave me another excuse saying they are experiencing system issues. That is how I know they are lying and now I dont have my {$350.00} in my account and it definitely isnt in my wifes. This is called stealing because it just disappeared. No notification or supposed knowledge from my bank on its whereabouts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2018-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check for {$930.00} into my bank account on Thursday XX/XX/2018 and usaa put a 3 to 5 business day hold on it. I really needed the rest of that money this weekend because its XXXX XXXX and its my anniversary weekend. I tried talking to them but it did no good. I am very upset. I told them I am going to file a complaint with the cfpb and am switching banks. I do not know any bank that does a business hold for 3 to 5 days because its a paper check. The lady I talked to tried to get an exemption but it got declined because I had an automatic bill coming out but had insufficient funds due to something else that came out that I wasn't aware of before the automatic bill came out. Ok so in that case I didn't have any insufficient funds because I deposited that check for {$930.00}. I was very angry with usaa for this. Thanks usaa for ruining everything that we had planned this weekend with my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42240
Submitted Via: Web
Date Sent: 2018-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called my lender/bank yesterday to refinance my current VA loan with them. The company that has my mortgage is USAA, located in XXXX XXXX, Texas. I was declined for the new mortage, as they said my credit score was XXXX ; I checked today, based on an email USAA sent me to enable me to do so, and my XXXX credit score is now XXXX. When I called to complain to USAA, the mortgage loan officer now says my credit score is XXXX. I am reporting USAA for trying to run a scam on me, with misreporting of credit scores, and wish them to be penalized in the maximum amount for this attempted scam.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74105
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018 I went to the XXXX XXXX XXXX in XXXX XXXX XXXX XXXX XXXX to withdraw {$40.00} from the ATM machine. When I perform the transaction no money came out of the ATM machine. When perform the transaction again {$40.00} came out of the ATM machine. A few days later I checked my account at USAA Federal Savings Bank and found out that the transaction was duplicated. I called USAA Federal Savings Bank and told them what had happened and they started an investigation. A few days later I received an email from my bank stating that no error had occurred. Again I only received {$40.00} from the XXXX XXXX XXXX ATM machine.
Company Response: Company believes complaint is the result of an isolated error
State: SC
Zip: 29210
Submitted Via: Web
Date Sent: 2018-05-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-22
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 XX/XX/2018 I purchased a XXXX XXXX XXXX from XXXX XXXX XXXX in california using my USAA XXXX XXXX card for {$1500.00} and {$1500.00} on a XXXX credit card. The vehicle broke down on the way home and I contacted everyone to get it resolved. The dealership told me to basically " XXXX off '' and that it wasnt their problem. I called XXXX and they resolved the issue within 1 business day and I had the money back in my account. USAA has now been " investigating '' this issue since then and still does not have the issue resolved. Every single time I call in there is a mysterious department that no one in USAA can contact who is " investigating '' this and that is all the info they have. At this point I have filed a XXXX claim, sent letters to the beuraus, sent letters to USAA and they refuse to fix this fraudulent charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2018-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello All, I travel for business and was in XXXX for the last two weeks working with a client. Unfortunately, somewhere between Thursday evening XX/XX/XXXX and Friday morning XX/XX/XXXX I lost my debit card. I called USAA first thing Friday morning upon noticing that the card was missing. I also while on hold checked my phone app to see if there was any fraudulent activity. Thankfully there was none. The USAA rep asked me if I would like the card expedited to me. I said absolutely. I was flying home that day and now was traveling without access to my funds. Figuring I could make due I made my way home to my family. I thankfully have a joint account with my wife, so I transferred money to her account and we took out cash for the weekend. I vigilantly checked my account for fraud. I did not see any unauthorized activity. However, my sons School lunch program deducted their scheduled payment and XXXX deducted a scheduled payment both using my supposedly cancelled card. Monday comes, and I receive my new card. I open it up and being a security consultant for many years my heart sunk. They had issued me the same card number, expiration date, and csv ... .in other words a copy. I called USAA immediately upset and concerned about a lot of things. Some of those concerns included : They left a card reported lost active for 3 days should they manage my money? How many more days till I can use my account again and have full access to my money? If I didnt share an account with my wife, and she not have a card tied to it I may not have been able to buy formula due to lack of access to my money ... .my kiddo would have starved? Is this happening to others less fortunate then me? who else is the incompetency of this department hurting? Exposing? The first USAA employee I spoke to I immediately warned that I am quite upset and why. I then decided I didn't want to bite off the head of someone that low on the totem pole, I requested to speak to a supervisor. The supervisor comes on. I inform the supervisor of the situation and receive zero empathy or remorse of leaving my family exposed and without access to their money. I then request to speak to that supervisors supervisor. Third person is the first person who even sounds concerned. None of them however went ahead and killed the card until I requested it. 3 employees all made aware of a card that's been left active that shouldn't have been and I am the one informing them to kill the card. I am the one having to explain why this is bad. I have normally had good experiences with USAA, but I now do not know that my money is safe. Not looking for anything other than that you the federal over-site checks to ensure that the lost and stolen card department is doing their jobs. Especially when it comes to keeping my money safe and other familys money safe. Lastly, they should be notifying customers of the cancellation and issuance of cards dont you think? Not once did i receive notifications through there app, even to let me know of the cancellation of the card. Credit Card debit card Copy attacks happen every day. Shouldnt a bank be concerned and doing everything to keep that from happening? Thank you for your time!
Company Response: Company believes the complaint is the result of a misunderstanding
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2018-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have three credit cards with USAA. I have closed the accounts and destroyed the cards. They are charging me an exorbitant APR> I contacted them today to get the account numbers so I can transfer the balances to another company with a much lower APR. USAA refuses to provide me with the complete account numbers so that I may transfer these balances.
Company Response: Company believes complaint is the result of an isolated error
State: NH
Zip: 03054
Submitted Via: Web
Date Sent: 2018-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-18
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: USAA reported my personal information without my consent, I have told them several times in the past that they were not allowed to share my home address due to the nature of my employment. I recently applied for a mortgage and I told the Loan Officer that she was not allowed to share my personal information or report my home address to the credit bureaus. I just find out that USAA reported my information when I explicitly told that that they were not allowed to share that information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2018-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A