Date Received: 2017-09-25
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I scheduled a Bill Pay transaction through my bank to pay my local electric company on or about XX/XX/XXXX for the payment to arrive on or about XX/XX/XXXX. My payment failed due to non-sufficient funds and I was charged an NSF of {$29.00}. I am fine with this as it was my responsibility to ensure funds were available. What accompanied this charge was an email 2 days later from my bank stating their Bill Pay Vendor had paid the bill on my behalf and that I would be charged to my bank account again. I had since paid the original bill with the electric company and contacted my bank to advise they needed to cancel the Bill Pay transaction. I advised them that no further attempts on my bank account were permitted for this transaction and yet I was charged another NSF for this even after I advised to stop payment. I feel this is unlawful and deceitful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2017-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I setup bill payments through my USAA checking account. I forgot to transfer the money in from my linked XXXX Checking account causing the funds to not be in the account when USAA attempted to create the bill payments. This was my error, however, at my other banks ( XXXX, XXXX, XXXX ), when you create a bill payment and the funds are n't in the account, the bill payment simply fails, and you get an email or notification that " Your bill payment for XXXX merchant for $ XXXX failed ; transfer funds and reinitiate the transaction ''. At USAA however, when this occurred, the bank charged me {$29.00} insufficient funds fee, 5x for the different bills I had setup. I had no idea that this was occurring this week until I logged in today and noticed my balance. When I called to speak to a representative, they told me that USAA uses a 3rd party servicer to send out these bill payments and these are not checks that are SENT by USAA but rather, the third party servicer creates a draft and deducts the consumer 's account to create the bill payment -- essentially, the customer is creating a check/ACH to be drawn from their account. There is no disclaimer that this is what they are doing in your mobile app or online. There is no notification that they use a third party servicer. And moreover, this works so differently than other banks, that a normal consumer has no way of anticipating this, as every other bank simply fails the bill payment. Now granted, I should have transferred the funds into my USAA account but normally, when I send bill payments out, something like this would just be a minor nuisance for me to have to go in and redo the transaction after transferring money. I did not write a check or ACH to a merchant and tell them to draft my account, I did not use my debit card at a store knowing I did n't have funds. All of these are valid reasons to charge fees but in this scenario, a customer has NO WAY OF KNOWING that USAA is n't just taking money of their account and sending it or will get a fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: After 21 years of being a member of USAA & after twice them sending offensive " automated correspondences '' to me - I want to settle this account & close it. Finally got them to close the account - after two weeks & profanity laced emails. But now they refuse to budge with a settlement. I have now asked for a complete AUDIT of my account. I 've been lied to and offended to no end. USAA also needs to be retrained with regard to " Best Practices. '' I have two correspondence I wrote to USAA 's Executive Council, that I would like to forward to CFPB. Any help in getting this account settled would be greatly appreciated. Thank you, XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Sent XXXX on XXXX XXXX via XXXX XXXX to the code city for XXXX XXXX XXXX TX with the Account Number as of XXXX XXXX the Company states they have no record and can not find payment, when trying to pay with checking account online receiving the run around
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91401
Submitted Via: Web
Date Sent: 2017-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: In roughly XXXX of XXXX I had a existing credit card for home upgrades that I received through USAA that they solicited me to get instead of a home equity Loan. In XXXX of XXXX i lost my job and was trying to work with USAA on payments as well as my other creditors. When I lost my job in XXXX I called USAA and tried to work out a payment with them as I was going to be bind for a few months. They refused to work with me and wanted all the past due payments at that time. I did not have the money at that time to work them and I told them when they wanted to work with me to call me. A month later they called me and stated they wanted the entire balance in full. I told them that this was impossible and when they could work with me and I mean really work with me to call back. I then started receiving collection calls and I told the companies the same thing as well as to send me documentation of the debt which I never received. At the middle of XXXX and through beginning of XXXX I started getting more collection calls and they were now stating USAA had sold them the debt. I thought this was odd as USAA should have filed a XXXX debt cancellation but I was getting these phone calls. I told the collection agencies to send me a letter and no one never did. I called USAA and they refused to talk to me and cut off web access to my account overview. USAA is now trying to send a XXXX to the IRS for the year of XXXX taxes when it should have been done in XXXX as the proper discharge data for the debt. This is not right as well as selling the debt and then claiming it is theirs to discharge. For these reasons I am disputing the XXXX from USAA and need help as they will not talk to me or give me access to my account or other existing accounts which I am still making payments on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I sent this complaint through occ.gov which they said they would forward to CFPB but I have n't heard anything as of XXXX XXXX, XXXX : Complaint filed with occ.gov XXXX XXXX, XXXX On Saturday, XXXX XXXX, XXXX I went into my accounts oline to balance my XXXX checkbook. I noticed an amount paid on one of my USAA credit Card from my USAA Checking Account. I had set up an automatic payment to be made of {$500.00} on the due date. However, they instead debited my checking account for {$310.00}, paid to the credit card. I sent an email through their website on Saturday at XXXX CDT. I received a response on XXXX XXXX, XXXX at XXXX CDT from XXXX XXXX , Member Relations Advisor. It was a generic response that said they would look into the issue : " Your email regarding your account payment was received by CEO Member Relations. We regret any frustration this situation caused you, and we assure you that making processes easy for members is a top priority for USAA. Our business specialist will review your account and will follow up with you directly within two business days. We appreciate the opportunity to address your concerns. '' 48 hours later, on XXXX XXXX, XXXX at XXXX I asked for a response. I included a letter to the CEO XXXX XXXX, relating some of the many problems I have been having with this bank, including this latest problem. Most of the problems are related to the online payment system not working or being inflexible on internal USAA payments to the point that I believe they are forcing members to only pay the minimum amount on their USAA credit cards. Other bank cards can be paid reasonable flexibly : i.e. before the due date, multiple times per month and amounts more than the minimums. I received a response on XXXX XXXX, XXXX at XXXX CDT. Also very generic : " Your letter addressed to XXXX XXXX was received by CEO Member Relations. Our business specialists will review the issues you raised, and we will follow up to ensure you receive a response. Please know we remain committed to providing excellent member service. '' I sent a response today, Friday, XXXX XXXX, XXXX at XXXX telling them that because I had not received a solution or answer from them in the time they stated, I would file a complaint with occ.gov. XXXX/XXXX/XXXX : Attached is a screenshot of one of many error messages I get everytime I try to do my banking.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Good morning, I took a cash advance in XXXX of {$85.00} -- US dollars -- on XXXX XXXX, XXXX. I knew there is a cash advance fee and that interest would accrue starting XXXX XXXX So when I received my XXXX XXXX, XXXX USAA XXXX statement which covers charges in XXXX, I expected both the cash advance fee ( {$2.00} ) posted on XXXX XXXX and the interest charge of {$0.00} which was posted on XXXX XXXX. I paid the full amount due of {$2800.00} for the XXXX XXXX statement ( which was due XXXX XXXX ) early -- XXXX XXXX. This is confirmed on my e-bill pay account. USAA acknowledged receiving this on XXXX XXXX as well. So far I understand and accept the charges HOWEVER, I was still charged interest on my cash advance of XXXX XXXX on the XXXX XXXX statement ( which covers XXXX charges ). The interest charge -- posted XXXX XXXX -- is trivial ( XXXX cents ), but the question is why am I still paying interest on the XXXX XXXX cash advance since that was paid off on time XXXX XXXX. ( See above ). I spoke with a USAA representative who was very nice and explained that interest accrues until the amount due on my XXXX card is XXXX. So even though I paid the entire amount of {$2800.00} due for the XXXX XXXX statement on XXXX XXXX, I am still charged interest on a cash advance I have paid off. WHY? The agent said this policy is on the XXXX agreement that I received when I requested the card I can not find such an explanation. The dollars involved in my case are trivial. But others unknowingly are paying interest on cash advances that are much larger. I doubt they have a contract explaining why. This is not transparent, and not fair. Thank you for reviewing this issue XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ma XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02446
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been a USAA member for 26 years ( my family, much longer ). I do a significant amount of business with USAA including checking, savings, home mortgage, home owner 's insurance, and 2 automobile policies. My wife and I live in XXXX. Back in XX/XX/XXXX-XX/XX/XXXX, we traveled to XXXX for a fun, short getaway. While staying at our hotel, my wife got a fraud alert from USAA about a sudden string of suspicious transactions from a merchant called XXXX. The transactions appeared to be for prepaid calling cards or something like that. Nobody in our household speaks Spanish and we have absolutely zero contacts in XXXX. Obviously not our charges. As we would expect of any bank, USAA was able to stop the pending charges and reverse the ones that had gone through. THEN, XXXX, we got a letter from USAA that although their " fraud analyst '' had concluded the other charges were indeed fraudulent, they somehow determined that ONE of the charges for {$20.00} was valid, and they were now deducting that from our checking account. This made NO sense to us -- why would they reverse all the other charges and not this one? Within a few days we got paper mail purporting to provide " matching information '' provided by the merchant that was purportedly provided as part of the transaction. However, the only " matching '' information I could find in the documents they sent us were things like name, address, and CVV number on the front of the card -- all the types of info that anyone with access to our personal belongings could have gotten. I spent another 2 hours after work today talking to various members of the USAA " executive resolution '' team. The executive resolution member I spoke with today was talking to the fraud department on the other line, and relayed info back to me that an additional piece of matching info on this ONE charge was some sort of " IP number. '' They could not explain what the " IP number '' meant and said it might be a smartphone or our personal computer. When I asked the phone rep to point me to that piece of info, she could not locate it. There is one page in the info they sent me with a very, very tiny blob of illegible text, that is so blurry I could not read it even with a magnifying glass. She transferred me back to the fraud department, who could not provide ANY info except for the merchant phone number. I tried calling the merchant and it was entirely in Spanish. We do not speak Spanish in our household and I refuse to try and it should be USAA covering me and let them contact the merchant if they want to. Although this was just a XXXX dollar charge, as my wife pointed out, what happens if next time it 's THOUSANDS of dollars? This has been so incredibly frustrating I can barely stand it. I hate to give up my membership and move my accounts to another bank, but I am prepared to do just that. I am now invested emotionally in this and I will not give up until I have resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2017-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-20
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I submitted a request back in XX/XX/XXXX to deactivate the overdraft protection between my checking account and a credit card account I have with USAA. The overdraft protection did not work as I thought it would ; it offered no financial benefit to me and it actually cost more money to utilize. On XX/XX/XXXXthere were financial transactions that processed on my checking account. I realized there were not sufficient funds in the account to cover all the transactions, therefore I transferred money from my savings account to cover the transactions on my checking account. Inadvertently, USAA utilized the overdraft protection, which I was not aware remained active on my account. OnXX/XX/XXXX I was advised by XXXX XXXX that he would resolve this matter. Since that time I have left weekly messages for XXXX XXXX, with no response. Additionally, my credit card was assessed additional interest fees onXX/XX/XXXX USAA did credit the interest that accrued for the month of XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2017-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-19
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I Paid USAA XXXX for a credit card payment electronically ( initiated from USAA ) from my XXXX XXXX Checking account. The amount cleared my bank onXX/XX/XXXX2017 and shows it being deposited to my account in USAA Credit card. The Credit Union will not release the funds until XXXX or XX/XX/XXXXto credit my account, because, as the executive problem resolver informed me, " Your funds are being held up by the Federal Reserve ''. They could not give me any formal written policy that says that this is allowed with my Credit Card Agreement. The Federal Reserve informed me that they " do n't hold funds '', and told me to contact this agency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2017-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A