Date Received: 2023-10-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA canceled my checking account 2 weeks ago XX/XX/XXXX without any notification. I only find out because my card was declined. I called and they said that they needed some docs they never asked for. Turns out they sent letters to my deceased grandmother address ( they cant tell me which address either ) which they didnt have because all the correspondence for her was sent to my address. Last week on XX/XX/XXXX I called to ask for my check and they said I have to wait XXXX days ( would be arriving latest tomorrow Wed ). I ask to speak with a higher up and the person said she would cancel the original check and send an expedited check that would arrive earlier and no later than today Tuesday XX/XX/XXXX. Today I called again and such expedited check hasnt even been mailed! I havent been able to pay any of my bills, my XXXX compensation was returned from direct deposit and MY MONEY is still with this bank after 2 weeks! The check I am waiting for is for the amount of {$2900.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33510
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Charged upfront or unexpected fees
Subissue:
Consumer Complaint: This is now the 3rd complaint that we have filed with CFPB and as a consumer, it is beyond me that we haven't gotten any resolution from the company, USAA. The first complaint was from my wife and I, second through the AG if Idaho and most recently through our Conressman, XXXX XXXX. My wife and I had a fraudulent charge of {$18000.00} on our account through USAA from what we believe was a data breach that the company had earlier this year. We have formally requested information on the case which they have completely ignored for months. We have also requested information through a lawyer which cost us an addition {$2500.00} retainer. USAA apparently found us responsible for this fraud earlier this year and has been assessing interest fees on the $ XXXX but never notified us of their finding or why they believe we did this. USAA lost $ XXXX last quarter and had a known data breach that we had to uncover ourselves even though both Texas and Vermont AG 's have filed suit. In short, we are considering paying this $ XXXX ( now close to $ XXXX ) to protect ourselves from further exposure from USAA 's additional fines. We have extensive data and communications over the months that this has transpired if anyone is interested in talking to us. We will sign an affiavit that we had nothing to do with this and in fact, we are the real victims here. If anyone is willing to listen, I believe this is clearly identity fraud caused by the data beach at USAA where we have been members for XXXX years. I need a consumer advocate here as we are being attacked by our own Insurer/bank with no help from them whatsoever. Please help. XXXX and XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83616
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I initiated an ACH transfer to have funds transferred from my USAA account to my newly opened XXXX XXXX XXXX account. Approximately XXXX hours later, my USAA account reflected that funds were debited from the account. However, my XXXX XXXX XXXX account still shows the funds never arrived. I notified USAA and requested that the transfer be reversed ; they informed me that I would have to file a dispute instead. After filing the dispute, it is common practice for USAA to issue its customers a provisional credit to make them whole in the interim or while the case is being investigated. USAA refuses to do this, more likely due to my increased spending activity. I am an unemployed, XXXX veteran, and I just moved into a new apartment, so my spending has increased due to furnishing my apartment. I also have bills that will become due over the next few days and likely will be unable to pay them due to USAA 's neglect and I've notified USAA of this many times, yet they have ignored my request. I would like to ask if someone could investigate this matter so that I can receive a fair resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed account sent memo that account would close the same day accepting a deposit and now it will take 60 days to release VA XXXX check that was deposited into account. Accepted deposit the same day of closure and will not release funds. There is no balance in checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01886
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I am executor of my mother 's estate. I requested to open estate savings account with USAA. I was mailed application from USAA to open this account. I completed the application following the printed directions on the application and sent it back to USAA digitally per USAA request. I then received a call telling me I had not completed one section of the application. I read the instructions on the application to the caller which clearly stated I was not to answer these questions and to skip to the next section ( which I had done ). I mistakenly assumed this resolved the issue until I received a letter about the same issue. I again called and this time spoke to " resolutions department '' about this issue. I was assured by the gentleman this matter would be resolved and the account would be opened " today ''. Unfortunately, I realized that was a lie when I received yet another letter about not opening the account because of the section I did not answer. Again I called USAA and after being on the phone for OVER XXXX MINUTES, I was finally transferred to a member of management. ( I was not transferred to management until I stated I would file a complaint the Federal Reserve ) When I explained this farce to him, he assured me the estate account would be opened " by XXXX EST and I will call you to confirm this ''. He was a man of his word ; the account was opened and he did call me back. It took WEEKS and HOURS on the phone to get this account opened because of the incompetence of USAA personnel. I was told repeatedly my calls could not be transferred to a member of management -- why?? Are the practices a USAA so " shady '' that these roadblocks are in place to frustrate their customers in hopes the customers will just give up trying to get issues resolved? Unfortunately, I am still dealing with issues regarding this estate account and have spents copious amounts of time on the phone trying to resolve these. I have been told repeatedly I can not speak with management. I have had respresentatives tell me they can not email me copies of forms I emailed to USAA. Because of all of the issues, I called USAA today to request to close out all of my USAA banks accounts. I requested to transfer the funds in the estate account to my checking account ( because I was told I could not close out the estate account until it had been opened for 30 days ) and was told it would take 5 DAYS for the funds to be transferred from my USAA estate account to my USAA checking account. Those funds were transferred via wire into the estate account on XXXX so there is no legitimate reason for this delay in the transfer. I was also told that my request to close out my accounts could not occur today and I would have to call back another day. WHY is USAA allowed to conduct business like this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45324
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for a USAA credit card on XX/XX/2023 and was denied. Regardless of the reason for being denied. I have the RIGHT to credit. Withholding my access to my XXXX XXXX XXXX fraud. USAA is violating The Equal Credit Opportunity Act and Consumer credit Protection Act. Since You are denying me access to MY credit, please retract my application. Thank you, XXXX, XXXX XXXX XXXX for XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Someone got into my account without my knowledge and apparently tried to make some deposits. USAA froze my account and then decided to close it. At which time the kept all my money and telling me it will be sixty days before it's released.. I have nothing to live on as everything I have is in that account. How can they put me in this hardship when I did nothing wrong? I need that money to live. I'm XXXX and unable to work so I depend on my retirement and XXXX checks to survive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have had ongoing issues for approximately 3 weeks with USAA locking me out of my bank accounts ( checking and savings ) and the mobile app. This morning I discovered that USAA initiated a " security review '' on XX/XX/23 and I am unable to log into my accounts for 7-10 days from that date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX there were some unauthorized XXXX transactions that posted to my account, one in the amount of {$900.00} and then another in the amount of {$100.00}. There was also a transfer done on my account from my savings account to my checking account in the amount of {$650.00}. I called USAA on the same night that the transactions occurred as soon as I noticed them. I informed the representative that these were not my XXXX transactions, and that I also did not transfer money from my savings account to my checking account. I also inquired about another XXXX transaction that I would be receiving in the amount of {$800.00} as I did not want those funds to also be taken out of my account. The representative informed me that it would take XXXX business days for that to post because of the amount. Me and my husband were on the phone with the representative at the same time. My husband inquired about us closing the account, as we did not want anything else to go through our account. We were informed that we would need to wait at least 24 hours before there were any transactions in order to close the account. I called USAA back on XX/XX/XXXX as I saw the {$800.00} XXXX pending but not showing in my balance, I called to as the funds were not showing available. I was informed by another representative that they would not be available until for 2 more business days. However, on XX/XX/XXXX another {$600.00} was XXXX out of my account. I called USAA again, at which time now my account was frozen to any transactions. I had to talk to another department, which had to help my reset my password on my laptop as when I tried to log on it seemed that my password had been changed. I was now out of {$1600.00} that had been fraudulently XXXX out of my account. After waiting to hear back some days from USAA I called to check the status of my investigation, at which time I was told that my funds would not be reimbursed. I still do not understand why when I called the moment, I noticed these transactions were done, and called USAA immediately. Had the first representative froze my account to any further transactions, I would only be complaining about {$1000.00} instead of {$1600.00}. I have talked to several representatives, and these were not me and my husband transactions. We do not have {$1600.00} that we can just say " oh, well, they not going to reimburse us ''. As an XXXX XXXX this is disheartening to know that USAA will not protect me against fraudulent activity. We were told that the fraud department could not find anything that indicated fraud, because it looked like the transactions were done from a device that had accessed the account before and my login looked to be the same. We live in a day and time where there are more computer hackers than anything, and an IP address can easily be hacked. I'm not sure if or how my laptop, or cell phone would have been hacked but I do know that it is possible and that I did not do these transactions. I have now also filed a police report and will be contacting my local Commonwealth Attorney to see what other recourse I have. I will be also contacting the legal department for XXXX affairs to see what legal recourse the XXXX affairs may be able to assist me with. I did contact my local legal aid who sent a letter to USAA on my behalf, however they never responded. These were not my transactions, and I do not have {$1600.00} to just allow someone to fraudulently take out of my account. I would like USAA to refund my money of my {$1600.00}.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 27909
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: A fake bank that does not say what type of account sent a random charge of {$560.00} was processed and sending a random link to see if it wasn't me to make changes to my supposed account. The number came from a random text message with an unknown phone number. The phone number was replaced with the supposed bank that I never made an account to. It leads to an address of XXXX which is not a phone number and probably not a real bank. I received the message on Sunday XX/XX/2023 at XXXX mountain time. I also have the message they sent to me and I'll post this below ( Alerts ) A deduction of {$560.00} was made from your account? Not you, click XXXX to cancel. No way am I clicking that link they sent. I was going to file the report to FTC but they brought me here. And they left no traces of a phone number. I'm going to screen shot the message and block the number from whatever number it came from
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A