Date Received: 2017-10-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened an account with USAA in XXXX XXXX, and later closed it because I was XXXX while on XXXX XXXX with XXXX XXXX. I recently re-opened an account with USAA on the XXXX of XXXX, XXXX. On the XXXX of XXXX, of the same year, I was debited {$25.00}, and later on the XXXX of the XXXX {$140.00} and {$190.00} were debited. I called USAA to inquire why I was being debited and to request the evidence. USAA told me that they did not know, because since 7 years the database automatically erased my previous information. I told them they need to show me evidence of the reasons why they are debiting me, from the recently opened checking account and they said they do not have anything in the system. Nevertheless, they still debited {$360.00} from my account without a valid reason!!! I can not believe this, is this the way a veteran of 20 years of service ought to be treated?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Received a free-lance payroll check on XX/XX/XXXX {$1500.00}. Mobile deposited into USAA checking account XX/XX/XXXX. Discovered XX/XX/XXXX through the bank statement that on XX/XX/XXXX USAA reversed the transaction and removed {$1500.00} from my account ( almost 5 months later ). Spoke with USAA multiple times, and XXXX XXXX 2 times to try to get issue resolved and the funds reinstated. XXXX XXXX is the bank from which the {$1500.00} check was issued. The following is what occurred according to the details provided by USAA and XXXX XXXX. Someone stole the physical check. I was unaware that the check was missing. USAA suggested that the " pay to the order of '' name on the check may have been washed off. XXXX XXXX has the details, but they are not permitted to provide me with any specific information. The bank was able to tell me that on XX/XX/XXXX someone took the physical check and fraudulently deposited at XXXX XXXX. After this deposit, XXXX XXXX via USAA reversed the {$1500.00} out of my account ( the rightful owner of the funds ). I submitted 2 fraud claims via USAA - to work this out with XXXX XXXX. USAA would not let me speak directly with the USAA fraud unit. XXXX XXXX will not allow me to file a claim directly with them because I am not a member. Both USAA fraud claims were closed because USAA says that no fraud had occurred on my account and that the originator of the check would have to file fraud claim through XXXX XXXX. The individual who wrote the check, XXXX XXXX, tried to file a fraud claim with XXXX XXXX. The individual was not allowed to do so because the transaction/ reversal of funds was recorded outside of his account. The activity in his account ONLY showed the original ( and rightful ) withdrawal of the {$1500.00} on XX/XX/XXXX. It did not show any transactions beyond the initial withdrawal. I have informed USAA of this, but still have no resolve. I have requested that they open a 3rd fraud claim. The representative did not seem to be very optimistic. I am asking for your help to resolve this issue and rightfully return the funds into my account. Most of the problems seems to center around lack of communication between the banks. Both banks seem to take the stance that its not their problem. Neither bank has provided me with a mechanism to resolve the issue. Many of the details are lost in translation since I am not allowed to speak directly to the USAA fraud unit, or file any claim with XXXX XXXX. I believe if both banks actually looked at the transaction they could resolve it. Both USAA and XXXX XXXX acknowledge that the 2nd deposit was fraudulent, but refuse to correct it. I am shocked that a bank is able to reverse funds that have cleared months prior. If that is truly the case, why would anyone deposit money in a bank? I am perplexed that USAA and XXXX XXXX keep denying me the right to file a fraud claim. Why do I not have a right to file since it was taken out of my account? Since the transaction did not affect XXXX XXXX 's account, I should be able to file a fraud claim for 'fraudulent reversal of funds ' against USAA and XXXX XXXX XXXX There is NO warning when you 'mobile deposit ' that the bank has the right to remove funds and/or if a physical check is stolen that that would have precedence over a mobile deposit even if the check has cleared. I honestly believe that this issue would qualify as a class action lawsuit. When I was researching this issue, you can see that there are other consumer 's online making similar complaints towards this type of reversal which has occurred with other banks. This does not seem to be isolated to USAA and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2017-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Due to personal reasons, I chose to end my relationship with USAA back in XXXX and closed all open accounts that I had with them. I continually receive letters from USAA regarding their privacy practices and my personal information they are storing on their computer file systems. I called to " opt out '' of their privacy sharing practices and requested to have all of my personal data deleted from their file systems. The USAA representatives say they can not comply with my requests because I do not have any accounts, and therefore, they are unable to verify my identity. I know that I have rights concerning companies who store secret dossier 's consisting of my sensitive personal data without my permission, and a large bank like USAA is no exception to the law. My old USAA member number was XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2017-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: MY ENTIRE CLAIM WILL BE SUBMITTED ALONG WITH SUPPORTING DOCUMENTS! At the end of XXXX I applied and was approved for a credit card issued by USAA with a {$6000.00} credit limit. Several days/weeks later on XX/XX/XXXX I made ONE and only ONE transaction for {$5700.00} at a medical center called " XXXX XXXX XXXX '', before my credit card was due I was fully refunded ( as you 'll see the receipt I 'll attach ) for the full amount. USAA simply ignored it and kept on reporting late payments. I tried at least 30 times on different occasions to call them to correct it but they always told me they have no department to speak about these concerns ( it 's all on a recorded phone call, as USAA always said all calls are recorded ). However, they kept on sending me letter that I 'm late and need to make a payment. One day I decided it 's enough, and it 's not possible that they do n't have a department to speak to about this. I went ahead and filed a dispute with XXXX, XXXX & XXXX. XXXX & XXXX instantly realized the FRAUD USAA is doing and immediately removed and blocked it from reporting. However, XXXX kept on coming back to me with the answer that USAA provided supporting documents that there was no refund, which is very contra-dictionary, due to the fact I can proof otherwise. I ask the CFPB to uphold my rights and have them remove this entire account from my XXXX Credit Report as it 's having substantial impact on me getting a Mortgage..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07087
Submitted Via: Web
Date Sent: 2017-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-06
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XXXX XXXX I received an email from USAA for a {$XXXX} sign on bonus for getting a USAA preferred cash rewards credit card, I followed the link in that email, applied and got approved. Made at least 29 different qualifying transactions and paid bills on time, etc.. 9 months later, 3 or 4 phone calls and no {$XXXX} credit to account. Email dated XXXX/XXXX/XXXX below : XXXX, you 're pre-selected! Enjoy all the benefits of a USAA XXXX XXXX XXXX XXXX XXXX credit card, plus take advantage of these offers : Get a {$200.00} reward bonus when you are approved for this credit card offer and make XXXX qualifying purchases by XXXX XXXX, XXXX. Enjoy a 0 % introductory APR on all purchases, balance transfers and convenience checks until XXXX XXXX, XXXX. After that, your Regular APR of 12.15 % will apply to these introductory balances and any new transactions. Each balance transfer and convenience check has a transaction fee of up to 3 %. Your Regular APR will also apply to your cash advances immediately upon account opening. Your Regular APR will vary with the market based on the Prime Rate.2 Earn 1.5 % UNLIMITED cash back on every purchase. No annual rewards cap and no categories to restrict how you earn.3 No annual fee. No penalty APR. No foreign transaction fees. Similar promo emailed to me on XXXX/XXXX/XXXX as well ( below ) A {$100.00} statement credit when you make XXXX Qualifying Purchases by XXXX XXXX, XXXX {$0.00} introductory fee for each balance transferred by XXXX XXXX, XXXX. Each balance transfer and convenience check that posts after this date will receive the regular balance transfer or cash advance fee of just 3 % or {$200.00}, whichever is less. 0 % introductory APR until XXXX XXXX, XXXX on all purchases, balance transfers and convenience checks. After that, your Regular APR of 8.90 % will apply to these introductory balances and any new transactions. Each balance transfer and convenience check has a transaction fee of up to 3 %. Your Regular APR will also apply to your cash advances immediately upon account opening. Your Regular APR will vary with the market based on the Prime Rate.2
Company Response: Company believes complaint is the result of an isolated error
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2017-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: Different numbers calls me multiple times I 've already told them to get my name out of the list but the calls still do n't stop
Company Response: Company disputes the facts presented in the complaint
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2017-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Received a call from CEO on Tuesday XXXX XXXX, XXXX regarding the account the motorcycle loan is listed under and he mentioned that the funds were never received. I requested a full audit transaction and XXXX to prove that USAA never received it and I was told they 're not obligated to do that. In addition I 've mailed off a certified mail letter of validating that the debt is in fact true and I have yet to receive any real time source stating so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78232
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Yes have complained about this numerous times. My home mortgage payment is supposed to be taken out of my USAA checking account XX/XX/XXXX of every month. It is XXXX XXXX XXXX 2017 and my mortgage payment has still not been withdrawn by XXXX nor USAA Federal Savings Bank. I just talked to USAA CEO 's Office, I believe lady 's name was XXXX as she did not have her headset on correctly and refused to adjust it so I could hear her clearly. When or is any Federal Action going to be taken to resolve this as it is unacceptable by all means for a mortgage payment of over 1200-US dollars a month?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Yes- my mother 's name still not removed from all of my USAA Banking Accounts. I have contacted USAA about this repeatedly, I have mailed in via XXXX and sent via Mobile Application signed paperwork by myself and my mother to have her removed from my accounts, and today received bank statements with my mother 's name still on them. I have contacted both your organization and USAA several times about this- when is and XXXX XXXX action ever going to take place? I just talked to USAA XXXX 's Office, I believe lady 's name was XXXX as she did not have her headset on correctly and refused to adjust it so I could hear her clearly!!!! Thank you ... ..I guess.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX XXXX XXXX USAA bank delayed processing of a deposit from my employer resulting in {$70.00} of over draft fees from pending bills. As a result I had no money for food during XXXX XXXX in XXXX. Their excuse, a XXXX day delay in depositing due to bank closures. The fees were not refunded. On XXXX XXXX an electronic deposit is currently being delayed XXXX days from XXXX, the funds generally take XXXX minutes to deposit. However a bill posted after the initial deposit has been credited first to trigger more overdraft fees. USAAs excuse a XXXX day time frame for deposits. However over XXXX deposit transactions in the last XXXX months have been timely, except for those occurring when a known periodical expense is due. The XXXX transaction in fact deposited on the XXXX then disappeared off of the account, XXXX minutes later the bill credited to the account triggering an overdraft. USAA is playing games trying to collect overdraft fees by manipulating transaction times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77064
Submitted Via: Web
Date Sent: 2017-10-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A