Date Received: 2023-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had a car breakdown on XXXX XXXX in Kansas on the way back to XXXX and had to have transported back to XXXX ... ..repairs were estimate at {$4000.00}, so I tried to obtain an online loan from XXXX and they were going to make me a loan for {$10000.00} since I was trying to cover car payment and addition transporting fees I had incurred. They asked me for my Routing and Account information, along with my debit card account number and told me that once the insurance was in place on the loan ... ..they told me that I had to have insurance on the loan that would protect the lender against my death or inability to work... ..I had never applied for an online loan before and called USAA and asked them prior to doing anything if this was normal and customary and she ( USAA customer service rep ) said she could not say if this was normal for an online loan, she said it could be or not ... she did not refer me to fraud department of the bank or even suggest from what I recall that she transfer to any other department at USAA... I then looked upon XXXX and they have a website that you can go to today and they sent papers with XXXX ... ..they were still taking phone calls two days after the I was asked to go to XXXX and move the money that they had to deposited into my checking account at USAA {$2400.00} to pay for the insurance on the loan. I questioned why would this not be part of the cost of the loan and they said that it was a cost they paid for out of the proceeds or their commission ... ..it was a brief part of the conversation and so even though I had some reservations, I needed the loan and my mind was a more focused on getting the loan than what they were asking me to do ... ... red flags should have been going off, I made some serious errors in judgement but I kept saying to myself if they deposited {$2400.00} into my account and I was sending money to an insurance company to protect the lender, how could that be an issue, however, the promise of loan was just part of their scheme to commit a fraud crime against USAA... XXXX.and myself...... .at XXXX with them on the phone telling me to just go to XXXX, and have them scan the bar code and the money will be sent to the insurance company and we will deposit the {$10000.00} loan into your account ... ... .They broke the payment up into {$1000.00} scan and {$1400.00} scan and then they informed the funds did not come through to the insurance company and I needed to go back to XXXX and do this again ... .which I did ... ... .When the funds did not come the next morning I called USAA and they said they could not do anything until the scan had cleared ... ... ... what I did not know until the bank sent me copies of the check that they used which were written from a fictisious company from MN ... ... .I asked the representative at USAA to investigage and I gave him all of the information of what had happen, their phone numbers and lender name plus all of the receipts from XXXX ... ... .I made some errors in judgement and I expressed this to USAA personnel, however, I told them that they could not hold my Social Security that was deposited on XX/XX/XXXX in my account at USAA by direct deposit and it is my sole source of income ... .I am in the XXXX XXXX but that XXXX has been hard to earn a living in ... I am XXXX XXXX XXXX this week. I have asked for information and USAA just told me that I should accept the facts that I made a mistake and forget my {$2600.00} Social Security payment and get on with my life, then I started to investigate and discovered that SS benefits are Non-Collectable and I informed them of this fact and have no communications from USAA whatsoever in any form or medium and I have provided them with all of my contact information ... .I have defaulted on my rent and all of my obligations and have informed them of this fact.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85374
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Company refuses to close fraudulent account created in my name by outside people. No Credit Check done to determine that my credit is frozen on all accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: On the XXXX of XX/XX/2023, I was apparently spoofed, which I had never heard of that term before, until I was told by the XXXX XXXX department. I received a call from USAA ( the XXXX number ) which popped up on my phone. when I answered, the person on the other end identified herself as whoever with the XXXX department, and had informed me o a suspicious transaction attempt of {$900.00} dollars in XXXX OH, I stated that was not me, and she commenced to ask questions, which legitimately sounded like a USAA employee ( all the same Verbage ) as she was supposedly fixing the issue, she also stated that someone is attempting wire {$2100.00} from your account and she asked if it was me, I said absolutely not, and she acted like she was taking care of it. needles to say I got spoofed because this was not USAA and I had never heard of such a thing. the next day the XXXX, I called USAA to check on my account because I noticed the {$2100.00} was still gone, and I check my account daily. That is when I found out that USAA had no knowledge of this correspondence, this is when I was told I had been spoofed, I was transferred to the XXXX department, where all my info was changed, and the fraud was reported. I called today to find out what the status of my money was, and what was the estimated time of receiving my {$2100.00} and I was informed that they are doing there best to retrieve the money, but if they don't I am out {$2100.00}. I told the lady this was not my fault, and I kept my composer even though I wanted to scream, but it was not her fault. And she said she would report what we spoke about trying to help me get my money back through another investigation, because once again this is not my fault, I thought it was the bank that called. I have been a member for over 25 years and this has never happened. I am reporting this because I just want my money back. what's the point of having a bank if they can not protect the money in it. what happened to FDIC,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
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: XXXX $ XXXXTotal Claim Amount Merchant : UNITED XXXX Status : Dispute completed. Credit is permanent. Submitted XXXX Close XXXX XXXX $ XXXXTotal Claim Amount Merchant : UNITED XXXX Status : Dispute completed. Details will be sent to you. Submitted XXXX Close XXXX XXXX $ XXXXTotal Claim Amount Merchant : XXXX Status : Dispute completed XXXX Details will be sent to you. Submitted Date:XXXX Close DateXXXX USAA has charged my account again after they initially refunded my dispute see below. Today, I tried submitting the dispute below. I clicked submit several ( XXXX ) times and it would not go through on USAA website XXXX Dispute Type Balance was paid or settled in full Dispute Reason Settlement was accepted on this account Additional Details Today I uploaded documentation of company cancelling transaction. XX/XX/2023 Adjustment to Account Financial - {$1100.00} XX/XX/2023 Adjustment - Purchases Financial - {$130.00} XX/XX/2023 Interest on Purchases Finance Charge - {$140.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43209
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I called USAA to get a payoff amount on my credit card. I was given a payoff amount of {$9300.00}. I needed to get all the payoff amounts for my cards in order to get the grand total to transfer from my savings account into my checking account and then pay off all the balances. Once I had the total, I transferred the amount into my checking account and started calling the credit card companies to pay off our balances. When I called USAA again I spoke with XXXX. He gave me a different amount as a payoff amount than the previous person. He said my payoff was {$9200.00}. I asked why I received a different amount previously. He seemed to indicate that the previous person had been wrong and that {$9200.00} was the payoff amount. I said I wanted to be sure to pay off the account. He assured me that if I paid XXXX my account would be paid off. On XX/XX/XXXX I received a bill for {$130.00}. I called USAA again to ask why I received another bill when I had been assured that my bill was paid in full on the XXXX. I was eventually passed to a person named XXXX. He said there was nothing he could do but take {$25.00} off my bill. When I explained the situation he said he was going to have the phone call reviewed because he thought I had been given the incorrect information. On XX/XX/XXXX I received a call from USAA. They had reviewed the wrong phone call and had to call me back. I spoke with XXXX. She stated the phone call I had with XXXX was confusing and he may have not understood why there were different amounts showing up but I still owed the {$130.00}. She said they were going to talk with XXXX 's manager for learning purposes but I still owed the {$130.00} because it is a cash advance and the interest is compounded daily. I asked how could I owe interest if my account was paid off. I also asked XXXX if I was going to be charged interest on the interest. She said no I shouldn't be charged interest on the interest. At this point in time I was discussed. After I hung up I called USAA to pay off the balance. I spoke with XXXX. She said my balance was now {$130.00}. I asked if I paid that amount my account would be paid off and I wouldn't get another bill. She said yes. She attempted to process my payment of {$130.00}. The " system '' would not let her process the payment. It would only let her process the bill amount, even though we both knew that was not what I owed. What that tells me is that USAA has their system set up so they can pry every little amount of interest from people. I wouldn't have ever been able to pay off the full amount the first time I attempted to with XXXX. They were able to tell me what my balance was including interest but they had rigged their system so that the balance of a cash advance couldn't be paid off for months. This is not fair and should not be allowed. When I say I want to " payoff '' my bill, I should be able to payoff my balance and not receive multiple bills so they can squeeze every nickel and dime from people.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83301
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had disputed charges due to fraud on my USAA checking account I received a provisional credit and then they reversed the credits leaving my account negative {$630.00} which is extremely upsetting because how can they just let these fraudsters get away with this kind of thing and XXXX me over when this is truly a fraud case
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/XXXX i received a text message from phone number XXXX ( XXXX ) XXXX who I thought was from USAA. XXXX stated USAA : your access has been XXXX due to unauthorised use. Kindly, visit https : XXXX and verify your information to restore access. I clicked on this link and verified my access. On XX/XX/XXXX, my card was declined for an {$5.00} purchase. I logged in on my mobile app and saw my accounts were emptied and there were XXXX transactions from my account to an external bank, that does not belong to me. Amount were {$3700.00}, {$910.00}, and {$810.00}. I called USAA the same evening on XX/XX/XXXX to report this. I also filed a police report with the XXXX Police Department ( case number XXXX XXXX XXXX ). XX/XX/XXXX, USAA stated that I liable for the charges because I verified this account. However, I did NOT add any external account on my profile. I requested for this to be reviewed.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 79707
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited my paycheck on XX/XX/XXXX via mobile deposit. On XX/XX/XXXX, USAA created a hold of 40 % of the amount deposited ( {$4100.00} ) until XX/XX/XXXX. It is XX/XX/XXXX and the funds remain frozen. I chatted with an agent via the USAA App who explained that the holds are for preventing fraud and that she would see if she could release the hold early. That did not work. She then asked me if I wanted to escalate the issue to the supervisor via telephone call. I said Yes. The supervisor then told me it was random to which I asked, if its random then why are you holding the money now that I have contacted and escalated the issue?. She would not answer. Would not provide me with a reference number and would not give me her name or any way to refer to the complaint and escalation. For context, Ive had a USAA credit card and insurance policy since XXXX. I have a savings account and have been depositing my paychecks for over 6 years the same exact way. My recent credit score was XXXX. It seems wrong that USAA would hold my paycheck for such an extended period of time and then refuse pertinent information including the representative or incident detail. Very disappointing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34997
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: My auto loan originated in XX/XX/XXXX on a 6-year term. During Covid, I ran into some financial difficulties and USAA agreed to move 6 of my monthly payments to end of my loan by extended my loan term by 6 months. Other than that, I made no additional changes to my loan. My original loan maturity date was XX/XX/XXXX. In XX/XX/XXXX my loan matured, all payments were paid according to the agreement and USAA is stating I still owe them {$3200.00}. I initially called about this matter on XX/XX/XXXX, During the call I spoke with three different representatives and all of them gave me three different answers as to why I supposedly owe USAA {$3200.00}. The third representative I spoke with agreed to email me a copy of the loan history. I calculated the payments I made to the best of my ability. The documents had different codes, which could be difficult to understand if you dont work for USAA . While calculating my payments from the loan history documents sent to me by the USAA rep ; I noticed on many of the entries the date the payments were posted and the last edited dates were different by about two years. From what it looks like, someone from USAA imputed late fees on my loan in some cases 2 years after the original payment was posted ; most of the entries which occurred during covid. I called USAA back on XX/XX/XXXX. I requested the total amount I paid in monthly payment so I can verify if the amount I calculated from the loan history documents were the same as what they have in their system. I have spoken with a total of nine representatives at USAA, some claiming to be managers and none of them could give me the information I requested ; which is how much have I paid in monthly payment and give me an itemized breakdown of the bill they sent me for {$3200.00}. What I found alarming is each of them could tell how much they say I owe but none of them could give a detailed breakdown on why I owe it other than its interest added to the back-end of my loan when the 6 monthly payments were moved during covid. I was told by a USAA rep that when USAA moved the payments to the back-end of my loan, they charged me 6 months in interest which USAA calculated by the day or 180 days of interest. No one disclosed this during the call when I initially spoke with USAA about moving the payments to the back-end of my loan. One rep said it was in a document that was uploaded to my USAA account. My understanding of contract law is that important items like fees and interest must be disclosed during the time of the transaction ; full disclosure. That is also the case with Truth In lending. According to the USAA rep, when the 6 monthly payments were added to the back-end of my loan USAA charged {$190.00} per month in interest charges; totaling approximately {$1200.00} which was added to the total amount owed. My original loan maturity date was XX/XX/XXXX which was extended to XX/XX/XXXX to compensate for the 6 monthly payments USAA moved to back-end of my loan during covid. Each of those payments included principal and interest. So, USAA moved the payments and charged me 6 months in interest which came to approximately {$1200.00} added to back-end of my loan increasing the total amount I owe. In addition, each of the monthly payments I made from XXXX a total of 6 payments consisted of Principal and Interest. These two factors together clearly show that USAA charged me interest twice on the principal amount owed or double interest. When I expressed the above items to the 9 USAA reps, I have spoken with none of them could give an answer for this. None of them could tell how much I paid in monthly payments. None of them could give me an itemized breakdown of the last bill they sent me ; after, I asked at least 50 times for both items. All of the information I requested is my legal right to know under the Fair Credit Billing Act. To reiterate, what each rep did know is how much they say I owe USAA ; however, none of them could tell me how much I paid in monthly payments other than the complex loan history they sent. Also, none of them would give me an itemized breakdown of the last bill they sent me. I need your help ; USAA is attempting to charge me double interest and erroneous late fees that were added two years after the original payments were posted.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The bank started missing wire payments last year for no apparent reason. Most recently, they froze all of my accounts because of one credit card transaction they flagged as fraud ( which was a legitimate transaction ). Then froze my accounts again over night for the same issue because a bank employee didn't read the notes of the resolution ticket. I had to call back again to unfreeze the accounts. Next I logged into my XXXX XXXX account and tried to initiated a transfer of {$5000.00} into XXXX XXXX from my USAA account, which I have done successfully 3 times previously, and the linkage was already set up. USAA rejected the funds transfer again telling XXXX XXXX that my accounts were frozen for withdrawels. I call USAA back again and they stated that none of my accounts were blocked and there was no explanation for the rejection of the funds transfer. So basically USAA is preventing me from taking my own money out of my USAA account. I think that should be illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A