Date Received: 2023-08-19
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: REf CFPB XXXX # XXXX. Well at least XXXX XXXX has admitted that it was a motor vehicle record. Now find out what the motor vehicle record was, and the date and location of the motor vehicle record. # 2 I have already contacted USAA, my insurance carrier, and they can not tell me anything about the alleged conviction. XXXX XXXX response Is Not really a response. 3. XXXX XXXX claims they can not identify my identity because they can not fully authenticate my identity with a copy of my Letter from USAA, my insurance carrier, a copy of my passport, and a copy of a recent statement ( that includes my address, from my insurance carrier. If this is not sufficient, I don't believe they should be spreading disinformation about a " conviction '' ... which is what they told my insurance carrier. 4. XXXX XXXX has lied in that I have not recieved an email from them. 5. I have not received a call from XXXX XXXX but damned if I'd tell a caller anything about my identity in this day and time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX I made a deposit into my checking account with a check I received from my other financial institution. USAA put a hold on the funds until XX/XX/XXXX, 10 days later. I have made numerous attempts to have the hold removed, each unsuccessful. I have held numerous accounts and products including loans, insurance products, and deposit accounts with the bank over a span of 8 years. They have repeatedly refused to release the funds despite the funds having already cleared from XXXX, where the check originated. It is an unreasonable delay and hold of my funds that originated from my own account at another financial institution, funds that have already cleared.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited my paycheck from work on XX/XX/2023 with USAA. I noticed there's a hold on my funds. When I called customer service, they said the hold is there until XX/XX/2023. 9 days for me to get access to MY money is unacceptable. When I deposited with chase, I'd have everything by the next day. USAA is suppose to be for Military and Veterans but this doesn't help when we can't have access to our money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06614
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I initiated a balance transfer that posted on XX/XX/2023 for an amount of {$16000.00}, with a balance transfer fee of {$490.00}. Mistakenly, I paid off the entire balance of {$17000.00} on XX/XX/XXXX ( I accidentally selected pay in full, instead of pay the minimum ). This resulted in an instant loss of {$490.00}, because the balance transfer was rendered pointless. This was from a USAA account. So USAA bank -> USAA credit card. Within around 60 seconds of noticing this, I called USAA for assistance. This was XX/XX/XXXX or XXXX, I believe. The first person I spoke said that it would be reversible as a " misapplied payment. '' She said I would see it posted by the end of the week, or XX/XX/XXXX. I ended the phone call feeling a huge sense of relief. On XX/XX/XXXX, the payment had not reversed, and I called USAA again, this new person assured me it would be handled, but that it would take 5-10 business days, or until XX/XX/XXXX. XX/XX/XXXX rolls around, and nothing has happened. I call back USAA again, and this time I am told that the payment has been rerouted as a " dispute '' and that it would take additional time. On XX/XX/XXXX, now 12 business days after I was first told was the target for the payment being reversed, I receive a letter saying that they " determined that the payment posted correctly. '' I am flabbergasted, and again within 60 seconds of receiving it, I am on the phone with USAA, this time I am elevated ( for the first time ) to the Member Resolution Team, the second level of customer support. This person tells me that this was a mistake, and they would resubmit it with a " high priority '' this time, and that the matter should be resolved within the next 3-5 business days. I again end that phone call with a huge sense of relief, thinking that the matter was solved, it's simply going to take a few days. On XX/XX/XXXX, I receive the exact same letter I received on XX/XX/XXXX. I am again left flabbergasted. I am in almost physical pain with this. That begins a flurry of phone calls, with multiple people giving me multiple different answers, including one member of the Member Resolution Team telling me that they previously could have unilaterally reversed this OR refunded the balance transfer fee ( and that I was justified in having this done ), but that this power was recently taken from them and sent one level up the chain. That is when I realized that this whole thing seemed purposeful, and that I was unlikely to receive any money, and that they were going to simply take the {$500.00} and pocket their customer 's money as a gigantic profit on their customer 's mis-click. It was impossible to believe, but there we are. After more phone calls and now XXXX messages, I was told I would be connected with a " team member in the CEO 's office. '' On XXXX XXXXXX/XX/XXXX, I was told by a customer service rep that I would be called back by him probably XXXX XXXX XXXXXXXX ), but definitely by XXXX XXXX comes, and there's no phone call. Customer service tells me probably XXXX, but definitely middle of the week. Finally, on XXXX XXXXXX/XX/XXXX ( today ), I get in touch with XXXX XXXX. This was a person labeled as an " advocate. '' He was by far the most condescending person that I talked to -- XXXX % of USAA reps are very friendly and helpful people, even if they give me wrong information -- and he indicated that the {$500.00} fee was irreversible ( translation : the {$500.00} is theirs to take as profit ), because I " took part in the promotion, and the fee is part of the promotion. '' But that is an obvious untruth, because I definitively DID NOT take part in the promotion! I paid off the funds immediately, there was no 0 % promotion. I also indicated that at this point I should file a complaint with the CFPB, and XXXX strongly discouraged this which caught me off guard. He said it would just wind up on his desk, and he would deny it again. Far from being an advocate, it seemed like his job was to shut me down for good. I was left jarred and disillusioned by this entire 6-week process, and felt deeply preyed upon and taken advantage of. I am just some regular person who clicked the wrong button, and they took {$500.00} from me because of it, and overpromised and overpromised and overpromised a fix only to be told that they would do nothing, they would keep the money, and that I should not file any complaints about this because it is pointless. Maybe it is pointless. Probably no one will read this or care. But I want some record of this, because it was wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On XX/XX/XXXX, the XXXX issued an order against Bank XXXX XXXX, XXXX, which is a national bank headquartered in XXXX, North Carolina with branches and ATMs located in XXXX states and the District of Columbia. When a consumer writes a check or authorizes an XXXX transaction to a merchant or other payee using their deposit account at Bank of America, the merchant or other payee may then present that check or ACH authorization to the bank for payment. Until XX/XX/XXXX, if a consumer did not have sufficient funds in their account to pay for the transaction and the bank decided not to pay it, XXXX XXXX XXXX assessed the consumer a {$35.00} non-sufficient funds fee. Merchants commonly re-present these returned transactionsthat is, they again try to receive paymentoften multiple times. For many years, XXXX XXXX XXXX assessed non-sufficient fund fees on ACH and check transactions that it returned unpaid even though it had already assessed a {$35.00} fee for the same ACH or check transaction that it had previously returned unpaid ( i.e., repeat non-sufficient fund fees ). XXXX XXXX XXXX would assess these repeat non-sufficient fund fees potentially as soon as the next day after the initial transaction. From XX/XX/XXXX until XX/XX/XXXX, XXXX XXXX XXXX generated hundreds of millions of dollars in such fees. The Bureau found that XXXX XXXX XXXX assessment of repeat non-sufficient fund fees was unfair in violation of the Consumer Financial Protection Act of XXXX. The XXXX order requires XXXX XXXX XXXX to refund all repeat non-sufficient fund fees that it collected since XX/XX/XXXX and has not yet refunded, totaling approximately {$80.00} XXXX in redress. The bank must also pay a {$60.00} XXXX civil penalty to the XXXX. The XXXX of the Comptroller of the Currency ( XXXX ) concurrently issued an order against the Bank separately fining it {$60.00} XXXX. USAA Federal Savings Bank does the same thing with assessing non-sufficient fund fees on XXXX or check transactions that it returned unpaid even though it had already assessed a {$29.00} fee for the same ACH or check transaction that it had previously returned unpaid. I have been a member for approximately 25 years and this has always occurred. At times, I called and asked that they refund the fees per the second transaction and, at times, they did. However, this is and was an ongoing issue with USAA Federal Savings Bank and just like with Bank XXXX XXXX, this needs to cease. I have complained before because I believed that money was taken from my account, fraudulently, over the years. However, USAA never goes back over 1 year to investigate and then in XXXX of XXXX, USAA is fined {$140.00} XXXX for bad money laundering controls. Regulators say the bank, which mainly serves XXXX military members, failed to keep track of its customers suspicious activities despite repeated warnings that it needed to improve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: From XXXX XXXX to XXXX XXXX, I used mobile deposite with USAA to deposit checks I did not know were fraudulant and part of a scam to pay scammers through third-party apps. I thought I was serving as a middle man for other small businesses like mine to help pay vendors for a wedding I had been booked to work next week ( already aware how XXXX all this sounds/is ). On XXXX XXXX, after the last check was deposited, being scammed became a hard reality when USAA put everything on hold and I realized any funds I did have, and then some, were completely gone and I was now in the negative. Now, after walking USAA through what happened, and the fact that none of those checks flagged as fraudulant on USAA 's end after I deposited them, they say I am now liable for paying them back {$10000.00} or more -- money I didn't have to begin with. I don't understand how checks I didn't know were fraudualnt now make me liable to pay back money I didn't know was bad to begin with, now that everything is gone. We've banked with USAA for years, but now because I'm a victim of a scam, USAA says I have 41 days to pay back all this money I didn't have to begin with or they close our accounts. There should be some sort of better mechanism in place by USAA to either have alerted me to the fraudulant checks or canceled the checks the minute they realized it was bad. Not a single alert was given on their end until the money was gone. I know I'm XXXX on my part for falling victim to it, but this is not money I should have to pay back. Those responsible should have to pay it back, or the bank should have alerted me to the fraud and canceled the checks the moment they failed. These scammers hit right an extremely vulnerable time in my life, and I got played like a fiddle because of it. I have an open police investigation pending in this scam, but that also has no henderance on this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: In XXXX, I purchased XXXX XXXX XXXX and covered that property with a homeowners insurance policy administered by USAA. The home was sold in XXXX, XXXX and USAA was informed. Unbeknownst to me, USAA maintained coverage on that property and charged me monthly premiums. I did not discover that they were double billing me for property insurance until XX/XX/XXXX. So, I immediately called to confirm and cancel the insurance. They verified sale of the home and stated that I would receive a refund for all payments ( without interest ) within 30 days. I called on XX/XX/XXXX to check on the status of my refund. The call taker stated that my backdating was under review and again stated that the process could take up to 30 days. I did ask for confirmation about how much was due and she stated that she was unable to confirm the amount. On XX/XX/XXXX, I still had not received payment. So, I called at XXXX to check the status since the delay was now beyond the promised 30 days. This caller stated that XXXX ) the XXXX refund had been applied to my other insurance products without my consent because the DOI requires this, and XXXX ) despite requiring remission to other policies, she could have that rescinded upon my request. This makes no sense because I, as a consumer, have no authority to contravene a supposed law, should one actually exist. Furthermore, she stated that once the XXXX and XXXX policy years had been approved ( which they still had not, beyond their 30 day deadline ) she could have paper checks issued in XXXX billing cycles. USAA has been digital for nearly XXXX decades and I have several bank accounts with them. USAA has been fraudulently and deceptively holding my funds without disclosing the full due amount and without a clear process for returning my interest free loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA Sent me a letter on XX/XX/XXXX when I was out of the country stating they were closing my accounts ( all of them ) with no reason or no ability to appeal. I have been a 15 year customer with no change in behavior and over XXXX on deposit at all times. They refuse to disclose why or allow an appeal
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34747
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: A credit application was submitted to USAA and I have no knowledge of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XX/XX/2023 I tried to make a cash deposit of {$1500.00} to my USAA account at a Non- USAA ATM ( XXXX XXXX XXXXXXXX XXXX. The ATM took my money but the deposit didnt go through. I got a receipt the stated " We encounter a problem returning your cash Please contact your financial institution. '' I call USAA and file a claim that same day, USAA close out the claim the same day and said it a non-USAA ATM they can't help me please contact the ATM owner. I went to XXXX credit union and told them what happen and they said USAA need to start the investigation and contact XXXX so that they can send the money. I refile the claim on XXXX XX/XX/2023 and on XXXX XXXX USAA close the claim for the same reason Not USAA ATM so not our problem. I went back to XXXXXXXX XXXX XXXXXXXX and the teller there was very helpful even though I am not their member. They sat down with me and call USAA. USAA operator told them the same thing they told me " Not their ATM '' and pretty much hang up on them. WOW! Now I'm embarrass my own bank whom I bank with for over 20 year are not willing to help me but XXXX is doing what they can to help. I call USAA multiply time and the operator ask me the same question every time. They told me that they will leave a remark on my claim of what happen. Every time I call to get an update, it seem like no remark was left and I have tell them what happen over and over again. I am very frustrated of telling the same story numberest of time. I have given USAA the copy of the receipt and a copy of my police statement. Again I call USAA today XXXX XX/XX/2023, the USAA operator ask me the same question, I have to tell her the same story and she will leave the same remark. XXXX see that there was an ATM error and {$1500.00} is unaccounted for on XXXX XX/XX/202XXXX XXXX want to me give me the money back but the need USAA to start a claim on my behave to start an investigation. USAA can't even do that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93458
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A