Date Received: 2017-06-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am having been a member with USAA for 8yrs. I am writing this email today as I am in extreme distress regarding my accounts with USAA as my identity has been stolen and all account cancelled by USAA because of this. OnXX/XX/XXXX, I called into USAA because I was unable to access my account. While speaking to a representative as we gained access, I discover a large deposit of {$5000.00} and several large withdraws which I bought to the representatives attention. At that time the account was transferred to another department, and the account was disabled. I explained to the representative, I recently had a payroll deposit ( {$1600.00} ) and anticipated several other deposits to include child support and my VA disability check and bills outstanding to post to the account. She transferred {$500.00} out of the affected account to another account while the investigation was being processed. I was issued a new card and reassured everything would be ok. A day later I called back to get the status/make sure all was well because I was now unable to access the account which funds were transferred. I was told the investigation was completed and my funds would be released, all pending direct deposits would be available once received. On XX/XX/XXXX I received a letter via email stating the fund would be available in 2-3 business days ( please see additional email with attached letter ). I called in because I needed funds as the money transferred to the other account was now too also frozen and I had nothing and needed to care for my kids. Once speaking to executive resolution representative, I was told that the decision to refund my money was overturned by an analysis as this was her personal decision. In addition, she stated, the analysis explained USAA would no longer do business with me because I was not a victim of ID Theft, all account with USAA would be cancelled and I would owe {$1200.00}. She explained, per the analyst, no one is to reopen any account no matter what. She stated it didnt matter if there was an ID Theft affidavit, Police report, CEO contact, OPM information or any other information showing ID theft my funds were gone and there was nothing that could be some as the analyst decision is the final stay so. The representative at that time begin belittling me stating, you really didnt make those withdraws and the mobile deposit, we dont believe that. I requested a thorough investigation be completed and a manager call back as I dont shop at merchant ( XXXX ), I dont write check and dont use mobile deposit. Also, all funds into my accounts are direct debts. She continues making statement stating, You made the deposit and withdraws really nasty. The representative explained I would not get managers call back request again denied as it was previously. Finally, I was advised that I could not make payment on my car and renters insurance as they will be cancelled for nonpayment. This has placed my family in an extremely bad situation and I really need your help. I dont feel it is right for USAA to cancel all my account and place my family in a hardship situation. I am the only provider in my family and nowhere to turn. Can you please help me? I have been victimized all over again by USAA.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I live in the state of Nevada. I bank with USAA Bank. There are no ATM 's, or Banks out here. I am a tip earner and I rely on XXXX XXXX service to get funds into my account immediately without having to wait 10 days for Money Order Deposit. No matter what I do I can not get ahead and this bank is charging me tons of Over Draft fees EVEN when my account is positive! Their system does not recognise the XXXX XXXX technology and because of this I am not able to get ANYWHERE and I 'm rolling and snowballing further and further in the hole with fees and in bad standing with my other creditors. Also, returning items EVEN when I have the funds in my OVERDRAFT PROTECTION account. I have literally exhausted all my options in trying to get money in my account to cover my expenses, called and complained and I 've been told I need to keep track of all of the debits out of my account. I explain to her that YOUR SYSTEM is crediting ELECTRONIC TRANSFERS up to 3 DAYS later even though making the funds available IMMEDIATELY therefore on my end I never go negative but there system they rearrange my transactions at the end of my banking day to make it seem as if I go negative when I do n't! I have n't taken any money out of my acocunt for the last 2 weeks only put money in and I still get a non-sufficient funds FEE for {$30.00}? Just because your system will not allow me to catch up and charging me fees on top of fees on top of fees and not taking my XXXX Withdrawals ( deposits ) into consideration at all only after everything is said and done? This is a huge issue for me and I have no money because I am trusting this bank and I 'm trying to explain to them that this is a SYSTEM ERROR and your system does not recognise XXXX XXXX as a deposit!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
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: Can you please forward this to the appropriate party. My USAA number is XXXX and my most recent XXXX statement Account ending in XXXX shows a MUCH MUCH higher balance than last months statement. The difference is way more than the total sum of all new charges, especially when you take payments made into account. I have repeatedly requested documentation on this account as well opened several billing disputes on this as well as my platinum visa card. However, despite the obvious violation of consumer protection laws including those found in regulation Z all the accounts were frozen and closed prior to settling the billing disputes. All requests for documentation has been ignored as well as all requests for a detailed explanation for these actions. I am requesting once more all related documentation, a clear in depth detailed explanation for USAAs actions, USAA to remove the negative information it has placed on my credit reports as a result, and to update said information noting the accounts are under dispute. I also ask for the last 6 credit card statements be mailed to me as I am no longer able to view or pay them online.
I would also like clarification as to why USAA states on its website the following : 3 XXXX liability policy : You are not liable for unauthorized use that is reported to us. Unauthorized use means the use of a credit card by someone other than you who does not have actual, implied or apparent authority for such use and from which you or any member of your family does not receive a direct or indirect benefit. We will follow the requirements of the federal Truth in Lending Act and Nevada law to determine if a charge is unauthorized. As I am being held accountable for purchases I notified USAA where not authorized, I have no actual evidence, proof or actionable method of knowing who the actual assailant was using my card without authorization. I merely have an educated guess narrowing down the possible culprit down to 3 parties. However, there is no evidence and I my guess could very well be completely wrong. Last I checked the burden of proof rested with the bank. Furthermore, at most by law USAA has 90 days to settle all billing disputes. This is over 12 months old, and therefore no longer able to be reversed regardless of any new evidence, theory, thought or concerns may have arisen. I say all this believing the discrepancy in my account balance is due to a reversal of fraudulent charges credited to me last year. Yet I have not received anything in writing to that affect or notifying me the charges were reversed. I have not received any documentation, clarification or statements to explain the massive discrepancy in the balance. Nor have I received any detailed explanation or legally justified reason for the closing of all my USAA accounts without warning. This includes my Checking account which my social security check is direct deposited into and I Have been unable to access now for two months. I demand USAA begins to actually abide by the law, reverse all negative actions and information reported, re-instate my online access and my accounts immediately. Furthermore, I request compensation for the hardships, fees, penalties and time dealing with USAAs refusal to even communicate or return phone calls has cost me. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXXCompany Response: Company believes complaint is the result of an isolated error
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
Issue: Problem with a company's investigation into an existing issue
Subissue: Was not notified of investigation status or results
Consumer Complaint: On X/XX/17 I contacted the CEO of USAA Bank, XXXX XXXX, via email in regards to an account reporting on XXXX XXXX. Two days later I received a phone call from someone in his office in regards to the email in which we discussed what I could do to clear the issue as well as have the information updated on my reports with XXXX XXXX. I was notified that upon receipt and deposit of the overdrafts an immediate notification and update of remarks would be done with XXXX XXXX XXXX. On XXXX another email was sent after I contacted USAA checking account department to see if my payments were received to find out not only were they received but they were also deposited and cleared on XXXX and no notification was sent or was on record to be sent to me for my records so it was just good that I called. So upon the rep sending me receipts I took it upon myself to submit them to XXXX XXXX XXXX who in turn said they would follow up with USAA because nothing was still updated. I am well aware that the record remains for 5 years but USAA stated the remarks could be updated but have yet to do so, I am stating this so that it is known that I am aware of this part. Another email was sent on XXXX, as well as today XXXX still with no response. The reps for USAA are unable to assist any further besides to tell me it will be updated. XXXX XXXX can only tell me they have to wait on USAA. I 've spoken to others that are or have gone through this as well and they are experiencing the same issues of no response.
When I spoke to XXXX XXXX XXXX multiple times on the XXXX the first rep I spoke to stated that the receipts would be uploaded and updated and that in regards to my frozen accounts with my current bank that I give them a call to see if they would accept a fax showing the records were taken care of or if they required removal. I hung up with her and called my bank and they stated a fax would be fine. So I called XXXX XXXX back and of course getting a new rep that said it did not work that way they would update but had to reinvestigate with USAA to make sure the payments were indeed correct and how to update. I called USAA and they told me the updates would go through immediately. So as you can see everyone was giving me the run around and different responses, and I have no access to my money because of the situation. I just want answers and an update to the remarks as I was told would happen.Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In early XXXX, USAA restricted my online account access preventing me from viewing all my accounts including my checking account. Since then I have not received an account statement, nor have I been sent any instructions as to how I go about moving the money in that account to another bank. I was notified the account was closed on the phone after it had already been closed, yet have not received any notices in writing as to the cause or reason for this. I have repeatedly asked for an explanation as well as instruction on accessing the money I have there with no response. It is preventing me from paying bills, accessing funds, viewing the account for accuracy or viewing my past statements which were all delivered electronically. Thus I am unable to even view my past statements. Basically USAA has decided to take my funds in my checking account including my social security XXXX check which was being directly deposited into the account. It 's been close to two months now, and they have been no help. I need my money returned and access to view all transactions for the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
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: My USAA member number is XXXX According to eRegulations 12 CFR Part 1026 ( Regulation Z ) titled : FINALITY OF ERROR RESOLUTION PROCEDURE, A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). Thus, for example, 1026.13 ( c ) ( 2 ) prohibits a creditor from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. USAA has violated this law in response to a previous complaint on XXXX/XXXX/2017 from USAA, they state " You explain that a year later after issuing permanent credits, USAA reversed the action and is holding you liable for purchases you state you did not authorize. '' This reversal takes place way beyond the time allowed by eRegulations 12 CFR Part 1026. According to this regulation even if the creditor obtains evidence after the error resolution timeline has passed the creditor ( USAA ) is prohibited from reversing any amount previously credited. In addition, I received notices from USAA stating the investigation was complete and all credits were final. I only learned these had been reversed after calling in as they are only listed as " transfer adjustments '' online. Shortly after inquiring, USAA removed my online access to all of my accounts and in discrimination and retaliation to exercising my rights closed this and all of my other accounts as well without any warning or detailed explanation. Even worse, I have yet to receive an account statement for the above mentioned account or any of the supporting or related documentation despite repeated requests. Making matters even more difficult it took over a month to finally receive a follow up phone call with the agent XXXX from the CEO 's office who everyone said I needed to speak with. Upon finally speaking with her, she had no actual knowledge of my account or any of the federal regulations stating USAA did not need a reason to close my account, reverse the credits despite the timeline set forth nor did they have to offer any explanation for any of their actions due to regulation Z. When I inquired about regulation Z she could n't tell me anything about it. She even stated it was found in the card member agreement, but she could n't tell me where because she did n't have it in front of her.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: My USAA Member Number is XXXX, this is in reference to my USAA XXXX XXXX and XXXX XXXX card. My account access to all my USAA accounts was restricted and all my accounts including both cards in question with billing disputes were closed without explanation. Any and all requests I 've made for documents regarding such disputes or the written clarification or explanation of above actions has been ignored. To date I still have not even received my current XXXX XXXX statement despite it being several months later. According to the Fair Credit BIlling Act. - ( d ) Pursuant to regulations of the Board, a creditor operating an open end consumer credit plan may not, prior to the sending of the written explanation or clarification required under paragraph ( B ) ( ii ), restrict or close an account with respect to which the obligor has indicated pursuant to subsection ( a ) that he believes such account to contain a billing error solely because of the obligor 's failure to pay the amount indicated to be in error. Nothing in this subsection shall be deemed to prohibit a creditor from applying against the credit limit on the obligor 's account the amount indicated to be in error. ( e ) Any creditor who fails to comply with the requirements of this section or section 162 forfeits any right to collect from the obligor the amount indicated by the obligor under paragraph ( 2 ) of subsection ( a ) of this section, and any finance charges thereon, except that the amount required to be forfeited under this subsection may not exceed {$50.00}. Despite the law, USAA restricted, closed my accounts, failed to provide a written explanation, and all documentation requested. Additionally, USAA reversed permanent credits issues a year ago, with no warning, explanation, information on the reversal or charges and has failed to even provide a billing statement, other than online which USAA restricted my access to. Thus I have been prevented from accessing any documentation directly by the actions of USAA. USAA, also reported false information to the credit reporting agencies, in addition to failing to indicate the accounts were under dispute. In fact, they even reported one of the accounts they reported as being at it 's limit as having it 's dispute resolved. Said account was paid in full, minus any disputed transactions still unresolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: on X/XX/17 there was a landscaping company at my house. They had issues completing the landscaping per the design, and I asked them not to show up any more. They charged my USAA credit card in the amount of {$2200.00} and he advised me that he ( XXXX - the Superintentent on the project ) would just sign the iPad for me. I advised him he is not authorized to sign on my behalf. The credit card charge was processed, and charged to my account. When I asked USAA about the charge they opened a fraud case, they asked for a bunch of information, one of which being a quote from a landscaping company to resolve the issues. Its XX/XX/XXXX and we 're in the middle of landscaping season and all the landscapers are busy. I could n't get a quote done. While I was trying they closed the case and said that there was no " billing error '' that happened. When I called to inquire they advised me to submit a letter, and file a complaint here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 800XX
Submitted Via: Web
Date Sent: 2017-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I received a settlement check from a car accident and deposited it via mobile onXX/XX/XXXX for {$3800.00} into my USAA account. The attorney that issued the check banks with XXXX XXXX XXXX. After taking a picture of the check and making the deposit I placed the check in a folder where I keep important documents. In XXXX I was going back and fourth to the library and I carried my folder with me. XX/XX/XXXX my husband took my vehicle to a XXXX dealership to get my vehicle detailed. He stated he placed my folder in the trunk of the car. XX/XX/XXXX I checked my account online and noticed XXXX missing. I contacted USAA and they told me there was a duplicate transaction with the check. I went to the trunk of my vehicle, looked in my folder and noticed the check was not there. My husband went to the dealership and spoke to the manager, he stated he would review the cameras. We contacted USAA again and filed a fraud claim on our account. I went to XXXX County Police departmentXX/XX/XXXX and filed a police report. Case # XXXX. I contacted the attorney and advised him of what was going on. He stated he did not see a dup check on his end. OnXX/XX/XXXX I received a copy of the check from USAA. The check was presented to XXXX XXXXlXX/XX/XXXX on XXXX XXXX. I went to that XXXX XXXX branch and spoke to the manager he stated the fraud would need to be handled by USAA and XXXX. I went to XXXX police dept and filed a police report Case # XXXX. The detective stated he spoke to the person that cashed my check she stated she met her cousin and a female, he told her it was his girlfriend and she was having problems with her account and asked her to cash the check for her. It is nowXX/XX/XXXX all involved banks are stating it is not their fault it is the other bank. USAA and XXXX have both closed their fraud investigation and I do not have my money back. I have fallen behind ALL my bills because of this situation and would like for this to be resolved immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2017-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On X/XX/2017 & X/XX/2017 despite having broken so many consumer protection and billing laws and multiple violations of Regulation Z, USAA has reported High Bankcard Utilization, multiple times on accounts they themselves already closed without any warning or just cause while refusing to provide any documentation.
Additionally, XXXX of my cards should have had a zero balance, the third only had a high balance due to a disputed billing error USAA violated the allowed timeline and charged me for a year after the initial investigation was found in my favor and credits were permanently issued. Thus they are improperly reporting USAA SAVINGS BANK - High Bankcard Utilization multiple times on lowering my credit score. Additionally, they reported Credit Line Closed by Credit Grantor on X/XX/2017 as well on an account which is in dispute and which was closed in violation of many sections of Regulation Z.Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A