Date Received: 2017-02-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: USAA has been sending unauthorized ACH Payments to XXXX under different accounts for 2 years. They are refusing to do an investigation and teturn my monies I have photos of excessive ACH withdrawals from my checking. I am requesting someone to investigate and follow up! I am overwhelmed with multiple banks and transactions since My identity has been compromised
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2017-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-19
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Someone stole XXXX from my account from usaa. I was told a provisional credit would be provided this was at multiple places according to usaa it was all me and the provisional credit never hit my count as their company promises about fraud cases. Apparently they got all their video footage within less than 24hrs and closed it out. I asked the man at the location one rep provided me and I asked for the manager if usaa contacted them on XX/XX/XXXX about video footage he said no nothing yet usaa XXXX said they did yet they have n't sent me anything proof that they claimed no video or photos. The ip address that they claimed they had never given it either. They also claimed no pin struggle and they answered security questions which was a lie they did change the pins I recovered my old email and it shows there being locked out and changing pins but usaa says that 's a lie. I was out of town and I 'm getting hotel records when usaa refuses to accept or hear it XXXX is so unprofessional it took them 9 days to finally contact after still not giving provisional credit nor communication. Apparently on their complaints alot of people claim fraud and usaa blames everyone so that they 'll never give them money or the time of day. I recieved a call and voice-mail from usaa on XX/XX/XXXX which I returned and they said no they never called I was lying but yet I have a voice-mail? And a call from XXXX which is in the pictures. I was locked out multiple times and usaa did n't do anything but give the run around but apparently no weird action being locked out 4 times right. I called Friday they closed out my account within the 24hrs because I never called them back when I clearly did! I got different answers and apparently I increased my limits through a bubble chat when there was no verification or call nothing in my 3 years I 've always always called never that chat bubble there was multiple ones even asking if the card worked for milk? But that 's not suspicious and even with a police report they still wo n't give the funds back what? They 're horrible and said let the police take care of it maybe they 'll have your funds so what 's a bank for and alisia refuses to provide proof she refuses. One rep even said there 's no way they got video footage within less than 24hrs nor have they investigated and the other reps have been trying to get ahold of XXXX but nothing til 10 days later. She was unprofessional and did n't even asked for proof from me just flat out accused. I would n't be making a big deal. It 's XXXX that they refuse to give me what 's a bank for they 're supposed to investigate keep their promises. There 's no proof my phone has everything my id 's were b in there I can send her my paper id she refuses to hear it. Usaa does n't protect their people look at the threads where they accuse everyone and refuse to give them their money back even when they 're on the other side of the world especially XXXX but they said they caught them on camera in Iowa but they were in XXXX. Come one people they have XXXX and higher ups to prove the XXXX did n't fly from a country to another overnight. XX/XX/2017 XX/XX/2017 And now they shut down my account and no longer want a relationship with me!!!! I had no idea and my income tax is supposed to be deposited there. They shut it down because they knew they were in the wrong especially not providing proof!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-18
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: In XXXX of XXXX, I got divorced from my ex husband. He was awarded our XXXX XXXX XXXX, that XXXX financed through USAA Bank. In XXXX or XXXX of XXXX, a tow ruck appeared at my home, and the driver proceeded to try to repossess my XXXX XXXX XXXX, which was at the time current on the payment and finances through XXXX Bank. I had the police come to the house and they were able to get the report guy to put the car down, explaining that he was trying to take the wrong vehicle, the police had me open my garage, to prove that the XXXX XXXX was not on my property. This was the first I was told that the car was behind on payments. My ex turned the XXXX over to USAA sometime in XXXX. At which point I sent them the divorce decree showing that I was no longer liable as he was awarded it in the divorce. In XXXX of XXXX my ex filed bankruptcy and USAA started once again reporting a charged off car loan on my credit. In XXXX XXXX I ended up paying the car loan to settle for a lesser amount to stop the negative reporting on my credit report. Since I paid them they have continued to report it as a charge off. Multiple times every year.. I have tried contacting USAA regularly to resolve the issue. I keep getting transfered all over the place and no one is able to resolve the issue.. I have been turner down for XXXX banking positions with the excuse that they can not place me in a position of loan origination with this charged off car loan on my credit. I did not get the car repossessed, I did not file bankruptcy, and I paid them to settle the account, even though I was no longer legally liable as that is what USAA said needed to be done for it to be removed. I just went again in the beginning of XXXX to try to refinance my home and am shocked to see that the bank has yet again reported the charge off as of XXXX XXXX XX/XX/XXXX..every time they report this my score drops XXXX point and I can not refinance my home. What is the point of paying rg debt if they are not going to leave my credit alone and are going to continue this harassment, which I thought was illegal. Please send me the name of an attorney in Arizona who can help me.. Thank you XXXX XXXX.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-17
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I recently opened a saving account with USAA and has deposited {$2000.00} in it. But I ca n't withdraw money from the account because USAA said I did n't provide proper proof of address. I have sent multiple proof of address and other documents to USAA and called its customer service at least six times, and it promised to call me back ; but as of today, it has never called me back and I still can not withdraw any money from the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11365
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-18
Issue: Other transaction issues
Subissue:
Consumer Complaint: I sent XXXX dollars to the wrong account at XXXX XXXX. I called USAA my bank account and they said the money was already gone and there was nothing they could do and that I would have to call XXXX XXXX. XXXX XXXX, of course, would n't speak to me because I am not a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41501
Submitted Via: Web
Date Sent: 2017-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I 'm not certain if this is a USAA banking issue or a general banking issue, but it is an issue. I deposited a check via mobile banking on XX/XX/XXXX. I should have shredded the check right away but USAA said it could take 3 business days for them to accept the deposit. I set the check aside, then XXXX happened. On XX/XX/XXXX my husband saw the check and thought I had n't deposited it yet. He took it to a local bank and somehow it was deposited into a seldom used savings account. Neither my husband or I realized this had occurred. On XX/XX/XXXX USAA deducted the deposit that was made on XX/XX/XXXX from our account and said it was a duplicate deposit. They could n't tell me anything else, where and when the other deposit was made, etc. Of course, my first thought was that someone must have stolen the check and deposited it somewhere. I looked at the details of the XXXX other checking accounts we have and there was no duplicate deposit. I did n't think to look in that savings account as the only transactions there are automated savings deposits and we do n't even have deposit slips for it. However, to be sure I pulled up the info on all of our accounts including that one, and there it was. How it went there is still a mystery but that 's our issue. My point is that while the mistake was absolutely ours, in these days of so much theft and fraud it would have been helpful if USAA could have given us the information about the duplicate deposit - bank and date of the duplication. If it is a Federal rule to either not provide that info to USAA or to not allow USAA to provide the info to the consumer, maybe that can be changed. Thank you for considering this issue.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2017-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I would like to close the checking account ending in XXXX. I spoke with XXXX, XXXX., XXXX, XXXX, as of XX/XX/XXXX, and am being told that my checking account will be closed. I would like to keep the lines of communication open so as to see why they would not qualify me to close the checking account. They seem to want to hold onto the {$110.00} and apply to car insurance and keep me a customer. I still am car insurance customer. I 've been hospitalized before XX/XX/XXXX when I asked to close USAA account and female rep called the police on me and i got processed through XXXX, discharged, and USAA was so mean to me thereafter accusing me constantly of being XXXX. It 's made me very XXXX to deal with USAA and have XXXX. And the XXXX have sent me to XXXX and caused XXXX and me to be uncomfortable. I feel so discriminated against by USAA. confirmation number : XXXX and will send check to po box in XXXX, az and will reflect XX/XX/XXXX. I would like to keep lines of communication open unit I receive check and account has been closed for 90 days. I do n't know why the reps have been so difficult and treated me rudely. They really XXXX and caused me some uneeded XXXX in XXXX amongst XXXX. Not to mention, XXXX XX/XX/XXXX and REP PLACED CALL TO XXXX POLICE AND oFFICER XXXX. When I relocate XX/XX/XXXX, I hope to find a better car insurance company. I can not believe they would be so insensitive and try to make me unsafe and seek XXXX and XXXX just to remain customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Billing statement
Subissue:
Consumer Complaint: I have a credit card account with USAA XXXX. I used the no paper option and conducted all business with them online. Last year I began to have problems with their security system. For reasons I am unable to understand, they began to lock me out of my online account. After the second time this happened, I decided to close the account. I wrote a letter to them dated XXXX/XXXX/XXXX requesting that they close the account and send me a final paper statement. I received no response. On XXXX/XXXX/XXXX I wrote a second letter, requesting the same thing and specifically revoking the " paperless '' option for all my accounts with them. Again, I have received no response. Since, I am locked out of my online account, I ca n't determine if there is any final balance on the account, and if so, how much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57104
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I have been a member of USAA since XX/XX/2003. Last year, I filed for bankruptcy, of which USAA credit card was one of them. Soon after it was discharged, I tried to log on to my account, and received this message : " According to our records you filed bankruptcy and we can not collect certain debts. To obtain access to your existing accounts you may log on by clicking proceed below. '' I was then taken to their mobile site, which limits what I can do, such as receiving documents. This has impacted actions that have needed to get done, such as paying my mortgage bill. I also found out that for some reason, I was never able to reaffirm my mortgage, even though I gave them permission to speak with my attorney and gave his information. I wanted to reaffirm my mortgage to show my good faith. Since then, I have received sub-par customer service. For instance, my mother passed away, and I had her on one of my accounts. They sent me paperwork to have her removed. I sent it in, but apparently, I was missing a document. No one bothered to let me know until I tried to add my husband to the account. Another interesting thing I have since noticed is the order in which they apply transactions. It seems they pay the larger ones first, and then the smaller ones. I thought they were supposed to pay as they came in, but they are not doing that. My experience with USAA lately has been frustrating and humiliating. I have other accounts with other banks, and I have full access to their websites. I truly believe because of the bankruptcy, I am receiving the bare minimum of customer service. USAA says they are there for service member and their families, but they 're not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60452
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: At the end of XX/XX/XXXX i misplaced my wallet ( which had my USAA membership card and all my info along with my debit card in it ) and the wrong hands found it because within the next couple of days i had XXXX savings accounts opened in my name, which i did NOT authorize my any means. Whoever opened these accounts deposited fraudulent checks for various amounts of money, coming up to be around {$4000.00}, which ended up returning and putting MY account negative almost {$4000.00}. I have been trying to resolve this issue with their financial institution for 5 months now, i have called and called and my step mother ( the joint over on the account ) has called and called and they always say they will call back within the next couple of days and NOBODY CALLS. I have never received a phone call back for as long as this has been going on. Every time i call and talk to someone they can never help me and say that the person who can help me will call me and they just never do. I was told i was going to be held responsible for the negative balance on the account and that is completely unacceptable, then i was told the amount had been charged off so now its going to go on XXXX credit report. On top of all of that, i got my paycheck the Thursday after the incident happened, which was direct deposited into my checking account, which got put on lock down, so to this day i still have not seen that {$310.00} and that is a lot of money to a XXXX year old busting her XXXX at work for it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2017-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No