Date Received: 2017-03-03
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: The USAA bank made me responsible for my son 's debt after his death with XXXX. I did not share his credit card and he lived in XXXX and I in XXXX. Now I find they interfered with my Social Security account saying I am a bad credit risk. This is incredible! - hard to believe they would stoop so low to hurt a Veteran of XXXX. This is certainly illegal or should be. They have no right to hurt me in this way. I always had an excellent credit rating. Please rescue me. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2017-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-03
Issue: Billing disputes
Subissue:
Consumer Complaint: XX/XX/XXXX - charge from XXXX Issue billed to my credit card. About XX/XX/XXXX I paid credit card in full. XX/XX/XXXX - I noticed charge from XXXX Issue and called USAA to inquire because credit card balance should be {$0.00}. USAA agent reviewed and informed me that charge is recording and credit will be issued to reverse the charges XX/XX/XXXX - Security adjustment issued to reverse first charge XX/XX/XXXX - Security adjustment issued to reverse second charge credit card closed sometime around XX/XX/XXXX new card issued XX/XX/XXXX - USAA undo one of the security adjustment and transferred the charge to new credit card. USAA agent explained that the first agent made an error and I was not entitled to two security adjustments. When I asked for copies of my statements to review the charges I was told I had to pay for it and each will cost around {$15.00} or there about. So I was issued only one credit though there were two charges ( XX/XX/XXXX and XX/XX/XXXX ) XXXX/XXXX/XXXX - charge from XXXX Issue appeared again ( all charges from XXXX Issue were for the exact amount ) XX/XX/XXXX - Security adjustment issued and new credit card issued XX/XX/XXXX - USAA reversed the security adjustment and transferred the charge to the new credit card. It is now XX/XX/XXXX and I have been trying to resolve this issue with USAA to no avail. I received notices that I need to pay the charges to include interest, to protect my credit. I called USAA numerous times in an effort to get a solution. I last spoke to an USAA agent - XXXX ( XXXX # XXXX ) who promised to have the matter clear up in 3 business days, before that I spoke to USAA agent XXXX on XX/XX/XXXX @ XXXX and was promised that the matter would be cleared. Before XXXX and XXXX, USAA agents have cut-off phone call, promised to clear the issued, explained that I was incorrect, promised to investigate and get back to me, transferred my calls to fraud section, supervisor, senior analysis and in 10 months that I have been trying to get a solution still nothing but notices in the mail that amounts to harassments. Notices that tell me that additional transactions will be declined, rewards points will not be honored and that late fees will be charged. Please assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-03
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I have an equity loan with USAA and set up an automatic payment from a USAA account. On XXXX XXXX, I see in BIG RED LETTERS that my account is overdue. I am a XXXX veteran who has NEVER had a payment overdue by one minute much less than three days. After calling USAA, they tell me their system is down. However, that does not resolve that my account is over due. I made a manual payment and yet it will still and always be reflected as overdue. Furthermore the bank was of the mind that it was no big deal. That they can not fix a computer error at the snap of their fingers, their words. This is huge. While it wo n't affect my credit and I paid before any late fees were assessed, it will show 1-30 days late and has already attacked my integrity. The BIG RES LETTERS did not say we have a an issue and will make payment .. it said that the account is overdue
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22201
Submitted Via: Web
Date Sent: 2017-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-02
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: There has been fraudulant activity on my account. I have made contact with the bank and they are not trying to help me in any way. They told me that I am participating in some sort of scam so there is nothing they can do to help me. This is the second time in the past 30 days that something like this has happened. The first time, they claimed they looked into it and found nothing wrong but did reverse my funds. Now, this has happened again and they are not willing to help me at all. There was over {$4000.00} deposited into my account not by me and I do n't know who by and then it was taken right back out at a local ATM with the funds that I had in there. USAA claims that this was me and that everything I am telling them is a lie. This is absolutely not me and I have no knowledge of who it is and what bank would allow a withdraw for over $ XXXX at an ATM? I need this issue investigated and I want my funds back that someone has taken from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85301
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-02
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: XXXX XXXX XXXX XX/XX/XXXX USAA/ Consumer Report Dispute Attn : Form Code # XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX Dear XXXX XXXX, I still have not received your official response to my attached later from XXXX and closure of my identity theft case in your organization as outlined in the attached correspondence. However, in the very beginning of XX/XX/XXXX, after more than five months of lengthy and very painful follow ups by numerous calls and correspondence with your organization, XXXX XXXX XXXX from the office of the CEO at USAA confirmed verbally to me and my attorney, XXXX XXXX XXXX of XXXX, XXXX, XXXX XXXX, that finally USAA has recognized and confirmed this case as an identity theft! At the same time, for reasons unknown and surprising to me she said that your organization needs a bit of time to close this matter properly within USAA before confirming to me and credit bureaus in writing! Furthermore, after several calls with XXXX XXXX she promised that the case will be properly closed and communicated to me and all the credit bureaus the latest by XX/XX/XXXX. As of the date of this letter to you on XX/XX/XXXX and after several further reminder messages to XXXX XXXX I am still awaiting proper closer of this matter which has caused me unbearable personal and financial stress during the last six months. If you disagree with any aspect of the foregoing please do advise. I believe that I have been more than patient with your organization during the last 6 months, during which I have had to put many personal and business activities on hold, which have resulted in unbelievable hardship to me and my family, in addition to significant financial losses. I am therefore writing to you one last time in the hope of moving your organization to do the right thing with urgency and clear my record immediately, as you have already decided, by clear confirmation in writing to me and all the credit bureaus. In the absence of a quick remedy so that I can put my life back together, I will have to take the very unfortunate step of referring your organization to the court of law and I will hold your organization accountable for all the legal and personal costs that I have already incurred and will incur in the future to bring this matter to proper close. Sincerely Yours, XXXX XXXX CC : XXXX Office of the Attorney General Consumer Protection Division XXXX XXXX XXXX, XXXX XXXX FBI XXXX XXXX Special Agent XXXX XXXX XXXX XXXX, XXXX XXXX Comptroller of the Currency Customer Assistance Group XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Attorney At Law XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-03
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Regular biweekly deposits started appearing in our checking account at the end of last year. Neither my mother nor I knew why these deposits were being made, nor by whom. When the bank was contacted, they said they would try to find the source of the deposits as the only information available on our statements was " XXXX BIWEEKLY [ and the last XXXX of my mother 's SS # ]. '' The bank never contacted us. We called and made the request again. Again, no one got back to us. The third time I contacted the bank I was told that the only information they knew was that it was being transferred by ACH, and that XXXX XXXX XXXX was the clearing house. They say there is no way for them to determine who is sending the money.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-01
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I made XXXX wire transfer requests via USAA online banking, but the requests were rejected because I put in wrong account number. Nonetheless, USAA charged me {$40.00} for the failed wire transfer requests. USAA customer service said because I put the wrong account number, so it would not refund the money. But there was no such warning before I submit the wire transfer requests, and I reasonably believed that I would only be charged only if the wire transfers were successful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2017-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: XXXX XXXX had my child support payments deposited into accounts that he was not intited to, according to USAA XXXX XXXX put my name As a profile as we were married in which we have never been married. When I talked to a XXXX from the fraud department she stated there was multiple accounts that had me as a profile as spouse but I did not have access to the bank accounts. According to her statement since we resided together during that time they were going to treat as we were married and he was intitled to my child support payments and other deposits that are unknown to me at this time. When I asked for a copy of the bank statements I was told she is not able to give me those bank statements due to my name is not on the accounts. When I asked XXXX how can someone deposit money into a account that does not have my name on the account that I do not have access to. I was told if I wanted a copy of the statements I would need a court order. She also stated he also had me as a spouse under there auto insurance policies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2017-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Starting in XXXX XXXX, I noticed my USAA checking account ending in XXXX was suddenly in the negative ( over {$1500.00} ). I had not made any large purchases to create this negative balance. I spoke with USAA who informed me that my account was negative due to multiple {$800.00} transfers ( deposits ) coming from an external account I did not authorize -- an external account which had been closed with no activity for over 2 years. USAA claimed that the external account was nicknamed " XXXX, '' however, this name is unfamiliar to me and I have never nicknamed any account " XXXX. '' These {$800.00} deposits all bounced in my USAA account due to NSF ( non-sufficient funds ), but strangely, these bounced deposits resulted in an {$800.00} debit to my account every single time without any obvious transactions showing withdrawals of these NSF deposits. USAA was confused and could not provide evidence of where the money went FROM my account, despite my repeated requests. The bank also refused to close my account during the fraud investigation, resulting in a final negative balance of {$5500.00} ( {$790.00} and {$4700.00} ) when the account was closed on XXXX XXXX XXXX. I am not trying to gain any money out of the situation. I have stayed in constant contact with USAA since the first moment I noticed the fraudulent activity on my account, however, as shown from the attached timeline, USAA has repeatedly refused to give me the account statements and other documentation, denied me access to USAA online to reconcile my account, discontinued business with me, and otherwise acted unprofessional and unwilling to help me rectify the situation. After speaking with a XXXX XXXX Legal Assistance attorney, and with USAA refusing to work with me, I am left with no choice but to file a CFPB claim for assistance. The NSF money that was transferred from the closed account to my USAA account, thus bouncing, was not my money and I did not authorize the withdrawal transactions. I would like for my account to return to normal status and the situation to be over. I greatly appreciate any help that you can give!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2017-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In 2015 I refinanced my home from XXXX on a 30 year 4.2 % ( {$980.00} apx payment ) to a loan to my bank at USAA on a 15 year ( 2.8 % ). The estimated payment to the re-financed loan was provided to me at {$1500.00}, and just three months into the re-financed loan I received an " Annual Escrow Account Disclosure Statement '' showing that the company failed to include {$6200.00} amounting to a change of payment from {$1500.00} to a new payment of {$2000.00} ( which is a very significant increase ). There were numerous additional problems in securing the loan that I reported to USAA 's executive resolutions department including it taking over 8 months to lock in a loan rate, identified by USAA to be numerous lost opportunities. This feels like a " bait and switch '' in which I would never have agreed to a {$2100.00} mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2017-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No