Date Received: 2016-06-19
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My name is XXXX, I am my father 's heir & the court appointed Administrator of his estate. My father became very ill on XXXX XXXX. XXXX and passed away on XXXX XXXX. A family members took advantage of the situation to access his personal files & take his USAA account information & his bank debit card. 4 days befor his death she began using the card for purchases, XXXX hours before his death, XXXX she added her name to his checking account by an esignature on a mobile device that had just been added to the account. I have affidavits from the family members present and from the XXXX staff as to his condition and notifications by email from the bank as to the account changes. 2 days after my father 's death I was going through his computer & found an email notifying him of changes to his account. I immediately called the bank & advised them of the situation that my father had passed away the same day the changes were made but his physical condition would not allow him to have been able to make those changes, that I believed it was identity theft and fraud. I was told to send a fax to the fraud/security dept asap to hve the accounts frozen. I sent a fax the next day and followed up with a phone call. I was then told I needed proof, a certified death certificate to show he had really died. I offered the physician & hospital 's information and the number to the local police dept as evidence as the death certificate usually takes 2 weeks. they blew me off. I went to the police dept and directly to the coroner 's office & managed to get a death certificate 5 days after his death, on XXXX/XXXX/XXXX even before XXXX XXXX health dept had a copy & faxed it along with a letter advising USAA of my suspicions & the circumstances surrounding the theft.I was told the account would be frozen. They were not. USAA refused to give me any information without a court order, which i thought was ok because I was assured the accounts were frozen. I filed in probate court & notified the bank by phone & faxed copies of the court orders as quickly as I received them. The judge granted me limited powers as an Administrator to investigate what had happened to certain assets of the estate including the bank accounts & ordered the band to provide me any possible information regarding these accounts. I faxed a certified copy to USAA and they ignored me. When I called they would shift me from dept to dept never providing any information. During XXXX of my calls I was on hold for 7 & a half hours. I have the fax verifications & my phone records to verify this 3 and a half month after this begins I am finally given bank statements which show that the thief 's name is sstill on the account that the address has been changed & that a total of about {$180000.00} had been transferred out of the accounts. I notified USAA that this was theft, asked what actions to take & was told that they were reviewing the account & would let me know. The ; probate court order that funds from the account be credited back & be put in a blocked account, yet the has failed to respond or comply. I sent copies of my letters of Administration for my father 's estate along with a detailed list of questions regarding the account and the stolen funds & I have not yet received a reply, it been almost 2 months. I asked for a copy of their report on the unauthorized transactions, routing histories & what action would be taken to credit back the missing funds & prosecute the thief & I am ignored. I have called, faxed, emailed & sent by regular post multiple letters & packets of document to support my statements & I am still being ignored. The best reply has been take whats left & go away there 's nothing we 're going to do for you. It has been 6 months & I am paying all probate & estates bill myself. i am a single m
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93635
Submitted Via: Web
Date Sent: 2016-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My VA mortgage with USAA was paid in full through refinancing with XXXX XXXX on XXXX/XXXX/16. There was an escrow account in the amount of {$3300.00} to be refunded and mail to me at the address they had on file. To this date XXXX/XXXX/16 I still have not received the escrow refund. I feel this is an abusive amount of time specially in the digital age we live in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2016-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My bank, USAA deposited my tax refund of XXXX dollars into the wrong bank account. According to USAA, another USAA account holder by the name of XXXX XXXX XXXX was unjustly enriched by money that belongs to me. USAA initially did not want to help at all, and essentially sent me on a fruitless 2 month run-around which involved me contacting my tax company, XXXX, as well the IRS, XXXX XXXX XXXX XXXX, my local police, and even my small claims court. None of these organizations helped me, and all insisted that I get back in contact with my bank ( USAA ). After finally submitting a formal complaint through the XXXX, I was contacted by a representative named XXXX XXXX who said she would attempt to get my money back by calling XXXX XXXX and asking him to put the money back into his account, so that it could be transferred to me. Note, this was a solution of which I asked USAA to perform months ago, and they were not willing. It took countless hours on the phone with USAA and finally an act on XXXX part to get my bank to do the minimum amount of effort. However, this effort was also made in vain as I was told that I would see results on the week of XXXX XXXX, 2016, and still have not heard anything about the money being put back into my account. USAA claimed that they will not pay for the damages, and will only resolve the issue is XXXX XXXX puts the money into his account. Seeing that the XXXX XXXX is not legally obliged to remedy an error made on USAA 's part, it is apparent that he will never put the money back. To conclude, I am asking for help to resolve this issue with my bank, so that my money can be sent to me ( the rightful owner ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2016-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My former home is in the foreclosure process. The property has XXXX liens against it - the XXXX with XXXX and the XXXX with USAA. I am trying to complete a deed in lieu with XXXX, but I ca n't until the lien with USAA is settled and released. In my negotiations with USAA, USAA is being slow and/or unresponsive. It is taking them XXXX days to respond to my offers, increasing the likelihood that XXXX will do a judicial foreclosure and USAA will end up with a lower settlement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78250
Submitted Via: Web
Date Sent: 2016-06-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-15
Issue: Billing disputes
Subissue:
Consumer Complaint: I used a 3rd party vendor to purchase an airline ticket XXXX XXXX XXXX XXXX on XXXX XXXX. As soon as the confirmation came back I noticed they changed the travel date. They said the search criteria automatically switches to booking to get the cheaper price. This is certainly a bait and switch. I immediately called back and explained what happened They processed my refund. The email confirming listed {$120.00}, the credit card charge was {$94.00} and the refund confirmation was {$120.00} and I have confirmation of the refund via email but it never hit my card. They even agreed to credit me more than what I paid. I was required to stay on the phone with the representative until I received the email. I received the email and had to give the sales person the code in order to cancel the reservation. Which I did. I had verbal confirmation that it was canceled and an email. Next, I decided to call XXXX XXXX to re-book instead of using the third party. When I re-booked the flight directly with the airline ( 5 minutes later ), they confirmed that no reservation was in their system and that they had not received payment from the third party so I went ahead and booked the ticket. I received my credit card statement with both charges. I disputed the charge with my credit card company. i have called 13 times and sent in emails with my documentation. As of this date I have only received a letter saying the card was used " in person '' which is impossible. They implied that it was a swipe and it was not. The last representative told me the letter was automatically generated and was a mistake. I have called so many times and I just want my lousy credit. They are terrible and I have been a member for 30 years. They need to be reprimanded for not following their contract.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22980
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX my wallet was stolen with my USAA and XXXX XXXX debit cards. In that wallet was my online credentials along with my pin. On XXXX XXXX I reported my wallet stolen because It was counterfeit checks deposited into both my separate bank accounts and money withdrew. XXXX XXXX investigated the situation on there end and found that I was not liable and my funds were returned. On the USAA side my luck has not been the same. I have been struggling for anybody on USAA to contact me on my investiagtion. Nobody can ever give me an answer. I have been on hold as long as two hours. Any contact that has been made has been because I made it. When the funds were withdrew I was left with a balance of ( XXXX ) that they are trying to make me pay. I refuse to pay balance, ESPECIALLY that I have not created, nor been told why I am being held responsible. Mind you this situation has been on going since XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2016-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-13
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: After multiple attempts through calls and internet, from an unverified number Frauders were able to social engineer ( with a sin and zip code ) a USAA employee in to allowing access to my accounts. The Frauders were able to get thousands of dollars and my families personal information and even though USAA know it 's fraud ( this same event happened a ton of times ) and they were at fault. I was not alerted or contacted by USAA of the failed attempts on my account. USAA failed to place process and procedures and training to ensure that this ever happens again. Even this morning, the verification process did n't happen and I was able to speak to someone about my account and a manager about my account with out security questions even though my accounts are on high alert. These repeated failures continue to led to this same act of fraud.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 27893
Submitted Via: Web
Date Sent: 2016-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-13
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Since XXXX 2015, USAA have been returning items specifically to XXXX and charging my account an NSF in the amount of {$29.00}. It was my position that these items were being fraudulently returned to collect NSF fees since I did in fact have the funds available to cover the transactions if USAA did n't charge an NSF first. However, I was not receiving overdraft notices to verify my balance and the way the ledger reads online I had enough money available when the transactions were posted to my account if the USAA processing department actually posted the transaction before charging an NSF fee. Since XXXX 2015 I had not received any NSF notices to support my position. However, this past week I received my very first NSF notice and it confirmed my position for the last year and half. I did have enough money to cover the XXXX transaction in the amount of {$38.00} because I had {$51.00} in my account according to the notice that was sent to my email. Regardless of that fact, USAA returned the transaction to XXXX so not only did I have to pay {$29.00} NSF fee for an item that should have posted and cleared my account but also I had to pay yet again {$25.00} to XXXX. Over this last year I have had to pay between {$1000.00} and {$1500.00} in fees to USAA and XXXX for the same type of issue. It is my hope that your office can assist me and other consumers who are being taxed by USAA and XXXX for fraudulent fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27302
Submitted Via: Web
Date Sent: 2016-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-10
Issue: Other
Subissue:
Consumer Complaint: I applied on XXXX XXXX for my first credit card, a secured USAA card and was accepted for a card on the XXXX of that month. I paid the XXXX dollar deposit for the secured card and had problems verifying, which we resolved just fine - and I was told about a week after successful verification that my card was on the way ( XXXX XXXX ). It was also stated clearly in the email that this card would reach me in no less than 10 business days. I was excitedly waiting, but the card never arrived. I updated my shipping information and had the first one cancelled after 14 business days ( XXXX XXXX ) and another sent - I received a letter 2 days after this update saying my contact information was successfully changed, but still no card. I waited another 17 business days ( much longer than they proclaim it will take ) before calling and speaking to a rep named XXXX. She promised to expedite a card to me ( fees waived ) and that it would be here Thursday, which was yesterday. I checked the mail both today and yesterday, and received other mail, but still nothing from USAA. This is the 4th time I 've been expecting a card and not received one, but they did n't even have the time before this on record! I 'm livid ; I have been expecting this card for six and a half weeks! It 's been 40 business days and not a single card has reached me despite the letter I received to my address. Is there anything we can do about this? I lost money that could 've been used for so much other stuff and was broke in college just trying to get this card. I 've wasted so much time waiting for it.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 78413
Submitted Via: Web
Date Sent: 2016-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-10
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XX/XX/2014, our dear friend XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, ar passed away. I have been trying to resolve her HELOC in a manner to preserve where her ashes and the ashes of her dogs were spread. I have been in contact with XXXX XXXX at USAA and she very rude and unsympathettic. To get to my point. We have been in negotiations since XX/XX/XXXX or XX/XX/XXXX and the best offer to date from USAA was XXXX on a XXXX HELOC without a first mortgage. After I countered their offer and sent numerous letter, made numerous phone calls and even faxed my counter offer, they claim in each instant they did n't recieve anything. Finally they recieved my email with the best offer we could afford. They then removed their offer of XXXX and now they want the full amount. We were working with them in good faith on our deceased friends behalf, trying to keep the land she loved. We have spent over XXXX cleaning up the property not mention the XXXX this bank has cost us in legal fees simply because they skirt the issues and transfer your call, make you wait hours on the phone and claim to never recieve your information. This is outrageous and unacceptable. Either they help the military and ex military or they do n't but if they choose the later the need to stop immediately with their military advertisements. They have prolonged this far to long, let us grieve. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2016-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No