Date Received: 2023-09-25
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: There were several fraudulent. Mobile deposits to my account while I was XXXX in XXXX. Along with a lot of fraudulent charges. The bank has now held onto my funds for over a month and I have no access to any of my accounts or funds. In fact they are stating that I am no longer able to do banking services with them, however, have my accounts open. I reported the identity, theft and fraud to all Credit bills, and all resources that were available to me. I also received a letter from the IRS stating there was identity theft. I provided all documents to Usaa but have to receive my funds or reopen my account and I have been with them for over 19 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Someone got into my account... they did NOT take anything, they just " snooped around '' and left - bank calls THIS incident " fraud. '' Either in XXXX XXXX XXXX XXXX XXXX XXXX XXXX, a " friend '' sent me a check for {$40000.00}. I assumed that the check was legitiment - as a CITIZEN and NOT a MERCHANT, there was NO WAY that I could check the issuing bank to see if there was funds behind the check. I deposited and the bank " fronted me '' approximately {$800.00} until the check officially cleared. Unfortunately, the check was NOT viable, and it bounced, it was RETURNED. I paid back EVERY DIME of the money that was fronted, INCLUDING any and all bank fees. The bank called THIS incident " fraud. '' Because of these two incidents, the bank closed BOTH my savings ( balance less than XXXX dollars, AND my checking account. balance {$1300.00} PLUS. The bank USAA, then declared that they will HOLD and REFUSE any and ALL access to MY money - INCLUDING any SUBSEQUENT DEPOSITS for 60 ( SIXTY ) DAYS!!! In the meantime, I have bills that MUST be paid, including but not limited to - RENT, UTILITES, CREDIT CARDS, CAR PAYMENT, GROCERIES, and GAS!!! They " claim '' that they can LEGALLY hold MY money for 60 days - that it's written to their bylaws... but in the meantime, I NOW face a potential 3 day EVICTION NOTICE because I will NOT be able to pay MY RENT, I also face the potential of my CAR being REPOSSESSED because I can not make my CAR PAYMENT. I also face the very REAL POSSIBILITY of ALL UTILITIES being SHUT OFF because I will have absolutely NO INCOME - ( direct deposits of both my Social Security XXXX check as well as my Postal Pension for the month of XXXX ). They gleefully told me that " we welcome ALL deposits, but YOU can't have a SINGLE XXXX for 60 days, after which we'll send you a check. '' When I've asked to speak to someone about this travisty, I'm told " oh I understand '' or " I'm sorry '' - in other words, I'm being placated - and mocked! Yet they have REFUSED to honor any and all bill pay obligations, resulting me now MISSING a CAR PAYMENT and any other payments that I had scheduled! XXXX, I am XXXX XXXX XXXX!!! I believe that I am being UNJUSTLY PUNISHED for the actions of others of whch I was not responsible for! I can understand a bank holding my money for TEN BUSINESS DAYS - but SIXTY DAYS is HUGELY excessive and creates a HARDSHIP THAT I MAY NEVER RECOVER FROM!!! I worked HARD to get my credit rating up from a " low '' of XXXX to where it DID stand at XXXX prior to the bank STEALING MY MONEY!!! What I want is for this bank to RELEASE MY MONEY, and to REMOVE ME for their MAILING LIST SOLITATIONS - that under THIS SITUATION is nothing more than CORPORATE BEGGING for MORE of my MONEY!!! At one time, I had trusted USAA to have MY INTERESTS at HEART ... Now, the ONLY THING that they have at heart are THEIR OWN INTERESTS! They tell me that they are PROTECTING my money .... XXXX.. the ONLY THING that they are protecting is the BANK!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On XXXX XXXX I applied for a pre-approved auto loan through USAA. The process was entirely online, and was approved fairly quickly. The interest rate appeared to be higher than I expected. When I received a written notification from USAA, I noticed the credit score was about 50 points low, resulting, I believe, in the higher interest rate. My score on XX/XX/XXXX across the 3 major credit bureaus ranged from 775-785. The score provided by XXXX to USAA was XXXX. I have talked to both XXXX and USAA three separate times. I will only address the last call with each, but I would like to note that XXXX makes it almost impossible to get a live agent on the phone. On the final call to USAA, I spoke to a resolution specialist named XXXX. He stated that what was provided on their letter was the exact score provided by XXXX. When I spoke last to XXXX, their supervisor, XXXX, claimed that XXXX did not provide a credit score at all, only the credit history data that USAA then used to generate its own score. I do not find this explanation credible. Obviously one of these two companies has made an error and refuses to admit it. In the meantime, I have a loan I can't use due to the excessive credit terms and a hard inquiry on my credit report for the next two years. Please investigate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA did nothing to protect us after we immediately reported a fraudulent charge, while the charge was still pending. I canceled my card and requested a new card but was basically ignored until my husband called. The card was in my name but, not even once, did USAA notify me of the status of the requested fraud investigation ; they sent all written communication directly to my husband and addressed everything to my husband. Furthermore, USAA never once asked either of us to directly contact the merchant from whom the fraudulent purchase was made. Instead, USAA promised us they were doing a thorough investigation. In the meantime, they took the entire disputed amount, more than {$690.00} out of our bank account. Their investigations came back with an erroneous determination that we did indeed purchase the item. We had no knowledge about, nor did we have an exact shipping address for the alleged item. We had to basically beg a supervisor to divulge what exactly was the item in question and where was it supposedly sent ; the item was sent to a different State and we were never even told to whom it was sent or to what exact address. After my husband was basically told that we lied and mustve made the purchase, today I called the merchant myself. The merchant immediately advised me that it appeared my account had been hacked and even locked, so neither the agent nor I could even look at the account details! Thankfully, after 2 stressful and upsetting months working unsuccessfully with USAA, the merchant determined immediately, with my single phone call, that we were indeed due a refund. This kind of integrity and action was what we expected from USAA, the bank with which my husband has been associated for more than 42 years. There is something very wrong going on at USAA. I am extremely relieved that the merchant is doing the right thing, but I thought that an overseeing fiduciary body should be aware that USAA is basically stealing peoples hard-earned money with their so-called investigations. We will be taking our money out of USAA and moving it to another bank. The merchant has advised it may take up to 62 days for us to receive our refund check. Though this strains our day to day flow of funds, at least we will eventually get back our money. Shame on USAA. This bank should be thoroughly investigated for spousal discrimination and theft. If it happened to us, Im sure its happening to others. One final note, I hope that the person who committed the fraud is brought to justice. I would be willing to do all I can to help move matters to that end. This whole ordeal is shameful. I am, again, grateful the merchant came through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34683
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: USAA does not give customers the option to set up weekly or biweekly scheduled automatic payments toward credit cards. They will only allow a once-a-month automatic scheduled payment of an amount I choose, or the minimum amount due. I feel this is predatory lending because it does not allow the consumer to make automatic scheduled payments that may help get the debt owed paid off sooner. USAA states that I can go online and make manual, individual payments as often as I want, but this is terribly inconvenient to the me, and it also puts the me at a disadvantage as the chance of missing a payment is much higher. USAA is preying on this opportunity to maximize interest collection, late fees, and not looking out for the best interest of the credit card holder. No solution has been offered by USAA at this time and their customer service representatives are stumped when I call and ask for help. Every single time the representative insists weekly payments are an option, and then can't find how to set it up either, and have no idea why it is not available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I took out a personal loan with USAA bank a fixed interest rate loan however the bank is charging me a daily rate rather than fixed monthly agreed upon. Interest rate higher than principle rate. Ask USSA why they indicated I am charged daily rather than monthly for the loan. This is unfair lending practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello Consumer Financial Protection Bureau, This complaint is in regards to Consumer Financial Protection Bureau ( CFPB ) Complaint Number XXXX. CFPB, could you contact USAA on my behalf, to USAA President XXXX XXXX to make a one time exception and issue a refund for {$810.00} onto my original payment method based on the following information provided below to support my case : Supporting Evidence : For eight months ( XX/XX/XXXX through XX/XX/XXXX ) I tried to resolve the issue regarding the defective XXXX Front Load Washer I purchased online on the XXXX XXXX website with XXXX XXXX, XXXX Customer Support, and XXXX Authorized Agents/Service Technicians . Unfortunately, CFPB after eight months of trying to resolve the issue with XXXX Customer Support, and their Authorized Agents I tried to resolve the issue with USAA Federal Savings Bank in XX/XX/XXXX. CFPB, I have a harasser and I believe he/she could be at Consumer Financial Protection Bureau to delete my case/complaint. CFPB, could you assign one of your highly trained and skilled employees to resolve my complaint. Again, CFPB could you ensure the CFPB Representative whom is assigned to my case contacts USAA President XXXX XXXX on my behalf, to ask XXXX XXXX to make a one time exception and issue a refund for {$810.00} onto my original payment method.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I accepted a no interest offer from the company ( USAA Federal Savings Bank, Credit Card Services ). The statement does not list items for interest bearing amounts vs interest free amounts. Phone 1 : XXXX? I called the company to identify the amount I had to pay to not get charged interest ( the purchasing amounts ) and the discrepancy I was not seeing on the statement. I was told the purchase amounts was applied as the same interest free as the transfer balance. Phone 2 : XXXX? I called the company when I saw an interest amount charged. Phone 3 : XXXX? I called the company when I saw an interest amount charged. I asked them to notate the XXXX XXXX and requested why the interest was charged. For the next payment, I paid the balance on all purchases plus additional money to see if there would still be an interest charge. This statement came in today and there was an interest charge. I do not thing they are applying the payment correctly as I understand the mandated parts of the XXXX and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: USAA changed the terms of their overdraft policies and provided notice in the form of an electronic communication on XX/XX/XXXX. I had time to glance at it and it was unclear whether it would have an effect on my accounts. On XX/XX/XXXX, I realized that a charge that should have been declined was accepted, and the cascading financial repercussions have led to multiple overdraft charges and fees. USAA failed to adequately provide communication regarding the upcoming changes, or a reasonable timeframe within which to alter previous financial commitments. They subsequently refused to acknowledge or make restitution for, or apologize for the serious breach of their previously excellent service. I sincerely hope that this is not a sign that USAA no longer intends to operate in the best interests of its members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55428
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, I booked a 2-night reservation with XXXX XXXX XXXX XXXX XXXX XXXX for the dates of XXXX XXXX. On XX/XX/XXXX, I decided to change my reservation to a different weekend for later in the month. The hotel has a cancellation policy that states : " You may cancel your reservation for no charge before XXXX PM local hotel time ( 3 day [ s ] before arrival ). Please note that we will access a fee of x amount if you must cancel after this deadline. '' Per the email I've provided to USAA, the reservation was changed on XX/XX/XXXX local time, which is 3 days before arrival. On XX/XX/XXXX, I was charged {$480.00}. I noticed this on XXXX and submitted a dispute. On XXXX, I was asked to submit information ; however, I thought I would receive something in the mail as I receive quite a few notifications form the app so I missed both times they asked for additional information. Due to the information not being received, the temporary credit was reversed sometime in XXXX. On XX/XX/XXXX, I called and asked that my claim be resubmitted for review, as the hotel did in fact charge me unauthorized. The banking rep resubmitted for review ; however, later the same day I received a denial stating, " based on the overall review of the claim, our decision stands as we conclude a billing error did not occur. On XX/XX/XXXX, I called and asked that my dispute we resubmitted for review again as there was indeed a billing error, and I had the documentation to prove this. I was told it would be opened again and to submit the documentation. This call was approximately XXXX minutes. I logged online and submitted my documentation through the " send documentation to USAA '' and selected the banking option. The website stated it takes about XXXX hours for documents to route to the correct location. After a few days, I noticed there was no record of my documents being routed to my dispute, so I spoke to someone on chat, and he advised that he did not see that a dispute was filed but that my call was logged. At this point, I'm frustrated as I called and was told to give it XXXX business days. There were 2 or more calls made at the mark of the XXXX business day and again at the XXXX business day. On XX/XX/XXXX, I spoke to a very knowledgeable person, and she advised me to actually go in my checking account and click on the " view my disputes '' and submit my documentation directly on the dispute claim. WOW! This was the first person to even point me to that option on the website. She actually stayed on the phone until she could see that the documents came through the site. She confirmed she could pull up both attachments and ensured me that it would be reviewed by someone. Interesting enough I received an update on XXXX stating, " we have reviewed all the information and/or documentation received and are unable to determine an error occurred. Who reviewed my documentation because there in fact was a billing error. I tried to dummy my dispute down as elementary as I possible could, but everyone needs to be retrained on how to calculate dates. Hotel booked : XX/XX/XXXX Check in Date : XXXX XXXX ( 3 day cancellation policy ) Reservation Change : XX/XX/XXXX ( 3 days prior to check in - policy was followed ) Account Charged : XX/XX/XXXX ( 2 days prior to check ; however, I changed the previous day which was 3 days prior to check - well within the policy ) How does the dispute representative not see that a billing error occurred? I changed my reservation 3 days prior to check in, which according to the hotel I very well can make changes or cancel 3 days before arrival. I was charged the very next day. Why? My hotel confirmation shows I changed it 3 days before arrival. There has been way too much back and forth for something I was well within my timeline to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A