Date Received: 2023-08-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I attempted to increase my ATM withdrawal amount on XX/XX/2023, without luck. I called USAA to inquire why and was told it was part of an algorithm. I continued to log into my account to increase the ATM withdrawal amount over the next few days. I continued to have issues accessing my money. On XX/XX/2023, I called again to inquire about my ATM withdrawal limit. They still can't remove the hold or increase the limit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98406
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: A USAA saving credit was opened in my name. However I didnt make any inquirys on it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: There was a transaction that was debited from my checking account on XX/XX/23 in the amount of {$85.00} by " XXXX '' and it should not have been. I disputed this charge with USAA and they gave my provisional credit. They asked for me to send info and I did but they claimed they never received it. On XX/XX/23 USAA reversed this charge with no further evidence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXXXXXX my employer gave me my paycheck for the total of XXXX I like I have dozen times before mobile deposited on the USAA app. Due to an oversight with my payroll department the check was returned due to positive pay was not initiated on my employers end. Slight oversight, but I get it. This oversight did cause my USAA checking account be overdrawn. My employer cut me a second check to deposit on XXXX XXXXXXXX for XXXX, I deposited the XXXX into my USAA savings account with the intention to pay some behind on bills that I had due to the overdrawn account, and then take the overdrawn amount transfer it back into my checking account to get that back in good standing. USAA proceeds to place a hold a 90 % hold on the XXXX and the hold release date was XXXX XXXX. Starting on XXXX XXXXXXXX the harassing debt collection phone calls started. I spoke to no less than 5 people at USAA telling them once the money clears their hold that I will transfer the funds to make the overdrawn account whole. 4 other phone calls I explained that same scenario to them. Phone calls averaged about every 48 hours. I wake up the morning of XXXX XXXXXXXX try to login to my USAA app and they locked and froze my accounts. I called the morning of the XXXX 9 times got connected to someone who would transfer me to the right department. 9 times I was transferred to a department that was closed and wouldn't be opening for hours. Why would you transfer me to a closed department? I spoke with a woman on Friday the XXXX at XXXX who asked why my deposit was not the usual XXXX and only XXXX I don't feel I should have to explain to anyone about my pay checks totals. She then proceeds to change my pin number and lift the freeze on my account. After a 40 minute conversation with this woman, she then proceeds to ask, how I plan on bringing the account back in good standing. Did you not just here what I said for the past 40 minutes?? She then " puts '' notes in the system saying that on Tuesday the XXXX when the hold is lifted that I would make the transfers and everything would be okay. On the morning of the XXXX of XXXX, XXXX I receive an email from Usaa saying that the funds that were on hold were now released. I check my accounts at that time and the hold is still in place. I then call USAA, AGAIN, and the person informs me that the original hold that was scheduled to be lifted on the XXXX, now has been extended to the XXXX. I at this point talk to my employer and they print me off the transaction showing from their bank that USAA received the funds from my employers account on the XXXX of XXXX. I then call USAA stating why if you already have the funds, are you still holding the funds? USAA stated that the hold was still on the account because there is a chance that the check would be returned. I asked if you already have the money from my employers account how is the check going to bounce? I asked 3 different times for the hold to be lifted so I can pay bills, get my account back in good standing, and feed my family. USAA denied this request and basically said sorry nothing we can do. IF you already have the money and you know the check is good, why the hold? why the hold extension? If this is happening to me, I know I can't be the only one this is happening to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45373
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I started receiving collection notices for an accident with usaa on a car that I have never owned or driven. I filed a complaint with the state insurance commissioner and they got the insurance company to cease collection efforts. then the collection agency started calling again. I have proven to the insurance commissioner that i was not the driver in the accident. what else can be done complaint number and response from dept XXXX Posted By : State Posted On : XXXX XXXX, The company responded that they were ceasing recovery efforts from you. Can you please upload a copy of the latest documents. I will forward this to the company in a follow up inquiry letter. Thank you.- XXXX XXXX XXXX XXXX XXXX XXXX. Policy Insurance Card ID Number UNKNOWN Type of Policy Unknown Employer or Plan Sponsor Policy Number In what state was this policy purchased? Type of Insurance Automobile Specify if Other Claim Claim Number Date of Loss XXXX Other Party Other party 's name XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA Other party 's policy or claim number XXXX Complaint Details Detail of Complaint I RECEIVED AS NOTICE THAT USAA IS MAKING A CLAIM ON MY MOTORCYCLE INSURANCE THROUGH XXXX. THEY DECLINED COVERAGE AS THIS IS A MOTORCYCLE POLICY AND EVIDENTLY A CAR WAS BEING DRIVEN. I HAVE NOT BEEN IN ANY ACCIDENTS DONT EVEN KNOW WHAT THE DETAILS OF THIS EVENT ARE. XXXX SAID OUR VEHICLE WAS A XXXX XXXX OR SOMETHING. I DONT OWN A CAR LIKE THIS. tHEY ARE NOW SENDING ME TO COLLECTIONS AND I WILL INCLUDE THE REQUEST FOR PAYMENT IF THERE IS A PLACE ON THIS SITE TO UPLOAD Describe what you would consider to be a fair resolution to your complaint THEY NEED TO FIND WHO WAS ACTUALLY INVOLVED IN THIS ACCIDENT OR OWNES THE VEHICLE INVOLED
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84075
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA makes paying my vehicle loan payment very complicated since my bankruptcy was XXXX. I chose to keep that loan and its current. They make me call in and jump through so many hoops every month just to make a payment. Now they apparently got a new system and there is an error and they cant accept my debit card payment. My bank doesnt do bill pay and I dont have or use checks. They expect me to pay for a money order and postage just to make a payment. This is their fault and their error. Why should I pay for it, or have to go through so much just to pay? They made me verify identity 5 times, transferred me 5 times, disconnected the call once, now I have to wait at least 2 days to talk to a supervisor. I wasnt aware that random people paying your bill was a problem. This is ridiculous and unacceptable! This isnt my first issue with this company by far. 26 years of membership and this is how they treat members!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76549
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights. Under 15 usc 1681 section 602 states I have a right to privacy. 15 usc 1681 section 604a section 2 it also states a consumer reporting agency can not furnish an account without my written instruction. Under 15 usc 1666b a creditor may treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My husband and I have had ongoing problems with USAA for at least 2 years. This complaint concerns a hacker/phisher/smisher who hacked their phone and fraud text systems. On the evening of XX/XX/XXXX or XXXX, 2023, the above criminal called, apparently from USAAs main number, and asked about a fraudulent transaction. He had numerous details about our account that only USAA employees should have. We spoke with him for about half an hour and then realized he was phishing. This individual made over {$5000.00} in fraudulent charges. We reversed them, but USAA still has not secured their systems. We have emailed USAAs CEO several times since then, and despite repeated direction to *only* *email* us, they continue to call from the XXXX and XXXX numbers, which are clearly not secured. We have most recently tried to reset our passwords and have not been able to. We advised the CEO on XX/XX/XXXX that because we are locked out of our accounts, we can not verify what we owe. They have charged us interest in spite of this. USAAs negligence regarding customers data violates numerous financial regulations. **We will forward all relevant emails once we hear from the CFPB. **
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60091
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I learned yesterday XX/XX/XXXX that on XX/XX/XXXX {$2000.00} was applied to my credit card account. That same month I also made a {$1700.00} payment myself. I never did pay attention to what my available balance was or did the math on it. All I saw was my available credit balance went up especially since now I see my payment was close to the amount of the {$2000.00} and I assumed it was from my payment. I didnt review each and every transaction so I missed seeing the {$2000.00} addition. I learned all of this yesterday morning because ( a whole 7 months later ) I saw a {$2000.00} debt listed as payment adjustment and a debt for {$32.00} listed as Finance Charge Prev Cycle Charges My first thought was that fraud was happening and that my credit card account info was compromised. When I called my bank thats when they told me that back in XXXX they made a mistake and applied someone elses payment to my account and that the {$2000.00} debt was them not only taking it back but also charged me finance charges on it. Now my account is in the negative. The limit on the card is {$7500.00}. Ive NEVER maxed out my cards or spent over the balance but now I'm in the negative - {$1600.00} and theyre telling me theres nothing that can be done despite the error started on their end. Now I'm afraid this will be reported to the credit bureau and they will charge me a fee for being over. They made the error by misapplying they payment and I made the error in not catching apparently! I have previously paid my card in full and then started using it again. Starting in XXXX I made payments monthly for XXXX, XXXX and in XXXX. I acknowledge not making payments in XXXX, XXXX and XXXX. However I did make a payment this month in XXXX. I didnt make those payments for XXXX, XXXX & XXXX because during those months my statements said {$0.00} due for those months so I took the opportunity to catch up on other bills since having some leeway with my credit card payment for those months. But as soon as I received a statement that showed an actual amount due ( Which was for this month XXXX ) I made the payment, on time and a little over the amount that was due. With that being said Ive always had an available balance. Ive never myself taken my card down to XXXX available balance or over my credit limit. At the time that the bank realized their error I had around {$400.00} or {$500.00} available balance and now Im over a XXXX dollars negative and my bank doesnt care that this misapplied payment messed up my account for me and now I have to bare the repercussions. I dont think this is right!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89044
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: When I applied for an auto loan, the XXXX was presented as 8.24 % and suggested that there would be a .25 % deduction on my XXXX if I selected to use automatic payments. During the disclosure process with the loan officer I explained that I did not receive my deduction of .25 % for selecting auto-pay. He explained that auto-pay was optional and that the .25 % was already included in the calculation of the XXXX. I explained that the information was misleading because on the website and in his disclosure he said that auto-pay was optional. However, it is not optional if the XXXX is included in what was advertised as the rate without the automatic payment. The information on the USAA website is misleading. Moreover, I have excellent credit and I have been a customer with USAA for over 20 years. My APR should not be 8.24 % it should be much lower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A