Date Received: 2015-12-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On Monday XXXX/XXXX/2015 my wife and I were in XXXX XXXX, Florida closing on a second home ( condo ). We attempted to withdraw {$950.00} dollars in cash from an ATM and while doing so our account was placed on fraud alert by USAA. We have been banking with USAA for about five years. We have XXXX daughters ages XXXX, XXXX, and XXXX. We are tied to their accounts because when we had accounts at XXXX XXXX they were taking large fees each month because they did not have high balances, or real estate. We switched to USAA because this would not happen to them and they could still have checking and savings accounts. Two weeks ago we began the process of buying a condo in XXXX XXXX as a beach home. I took out a XXXX XXXX XXXX loan of {$50000.00} to pay for the condo and to furnish the home. We contacted USAA to wire {$30000.00} to a title company in XXXX XXXX. On Monday while in XXXX XXXX, my wife attempted to increase our daily withdrawal limit from the existing {$610.00} per day up to {$2000.00} per day. After getting {$500.00}, and increasing the limit via the USAA automated phone process and attempting to get more cash for some furniture purchases our account was put on fraud alert by USAA. We called USAA and were told it would be 24 hours before this could be resolved. They told us to use the USAA Credit Card and they gave us PIN to withdraw cash off of their credit card which accrues expensive interest. Since we were sitting in a rented truck at {$100.00} per day we had no choice. Twenty four hours later the hold on our account was still not lifted and we then discovered that it was affecting our XXXX daughters accounts as well. We could not pay our bills, access our funds, buy food, gas or anything, and neither could our daughters. Our oldest lives in XXXX. Our middle daughter has her own life in the same town we live. Our XXXX year old was home while we were in Florida and unable to buy groceries. Twenty four hours later calls to USAA they told us it would be three to five business days before we could get any resolution. They are holding our accounts hostage and will not let us assist in even disputing what is going on as we are locked out of online viewing as well. Another call by me to the Executive resolutions department I was told I should have notified them I was leaving my place of residence to do business. The last time I looked Florida was a state in the United States and not a foreign country. They now say it could be one to two business days to resolve. So now we have gotten XXXX different stories from XXXX different USAA employees. My family can not live this way. They are stopping me from paying my mortgage, buy groceries, gas, and just live. They have all of my daughters accounts frozen and they ca n't conduct business either. They say they sympathize with us, but they have to do an investigation and we are helpless to do anything. We are tied to our daughters accounts because they are young and do not have credit established. Please help us fast as USAA is going to destroy my XXXX credit rating with us being unable to pay our mortgage and our credit card bills. At no time were we notified via phone or email that there was potential fraud. They would not work with us to identify what they believed was fraud. They just put us in financial limbo. This is my money and they say they are protecting us, but wo n't work with us. We used their phone app to increase our withdrawal limit, but still got put on fraud alert. We used what they put in place to do our banking. USAA does not have brick and mortar banks around the country so we must use other ATMs to withdraw funds when needed. There is no fraud and if their was some hack happening they could have worked with us to resolve and not have to wait an unknown amount of time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2015-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: USAA has reported me to XXXX and XXXX for fraud. It is prohibiting me from getting a bank account and they refuse to lift it even after I clearly explained to them the error I made in processing an online transfer. They are costing me business with banks and I would like the negative reporting removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70817
Submitted Via: Web
Date Sent: 2015-12-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My complaint is a personal complaint but has ramifications throughout the mortgage lending industry. I recently agreed to a 15 year mortgage@2.875 % a very good rate that has since moved higher. However, I now believe my bank, USAA, is intentionally slowing the closing process down. We were supposed to close XX/XX/XXXX. It has been rescheduled five times! The last two of which were canceled 10 minutes before the signing, as I was on my way to the meeting! However, this is not my complaint. I see a broader issue here where banks can extend people 's refinance dates in order to potentially earn extra income from the existing loan ( given they continue to hold the original loan. ) I have no recourse. I complain but ca n't be refunded for the two extra mortgage payments I have paid and the {$800.00} in higher interest I have had to pay. Industry wide this practices costs consumers significant sums of money. I would love to work on an industry panel or regulatory body to fix this issue. Possible solutions could be a limited timeframe to complete a loan after which the bank will pay the difference in interest owned. Thank you for your time, I hope this reaches someone who will help people without any power.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: KY
Zip: 40207
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-03
Issue: Billing disputes
Subissue:
Consumer Complaint: So, this is the fourth complaint about USAA. They keep putting adjustments on my account and i have proof. then I write to them and file a dispute that they " lose '' and now they have turned me into collections. so, they lied and said they did n't adjust my account for XXXX. And that i lied about them, so I will upload that credit card adjustment. MONTHS after a dispute was closed they added a {$500.00} charge to my account and though I have told them, they are charging late fees and finance charges over and over and telling me that I owe this money without proof. they adjusted my account for XXXX dollars and it was not a purchase. they are charging late fees and finance charges and have turned me into collections. they are saying they gave me this money and I have asked for proof. When I asked why they put XXXX back on my other card, they instantly lied and said they did n't do it. I am attaching both adjustments. The XXXX was removed. They XXXX was not. They keep lying about it. I want proof of why they keep adding money to my card which is not purchases and i do not owe MONTHS after a dispute is closed. Please help me, I have filed over XXXX disputes with the company that they claim to lose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-02
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: UISAA has confusing balance issues that causes bounce checks and over drafts. They also have cleared items problems that makes no sense. Usually an Item is cleared and a few days later, it shows as just coming out of our balance. We are never sure sometimes what 's in our account or not. My husband and I are both XXXX veterans. We had insurance with USAA Federal Savings Bank for over 10 years now. They declined giving us insurance in XXXX after we moved back. We filed for insurance change XX/XX/XXXX From XXXX to XXXX. They said we are high risk and they can only continue our XXXX policy that we already had with them even though we 're in XXXX. My husband is a XXXX XXXX veteran of the XXXX XXXX. I 'm an XXXX XXXX XXXX XXXX XXXX veteran. I joined USAA XX/XX/XXXX, when I got XXXX. USAA used to keep their word, but now USAA does not care about their members anymore.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2015-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-02
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, I logged into my XXXX Credit Card account to make payment. I could not access my online due to account being blocked from online access. I contacted XXXX on XXXX/XXXX/2015 regarding the message received. I was advised to send in documentation of my XXXX from the military. XXXX documents were fax to XXXX on XXXX/XXXX/2015, fax confirmation # XXXX at XXXX. Several days later I called XXXX to inquire of the status of those documents and was told that the documents had not been received. I faxed another copy of the documents on XXXX/XXXX/2015, fax confirmation # XXXX. I called XXXX Bank regarding the status of my reference account member # XXXX and was told by someone from the Executive Resolution Team that they did not know why the account was closed, as he could not see the reason. I requested to pursue this matter in an appeal process because I should know the reason why my account was closed. I have been a member of XXXX bank and have never had any issues with my accounts including making on time payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2015-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am a current XXXX and also in the Military and work XXXX jobs and go to school XXXX I have had several issues pertaining to USAA Bank and paying my creditors accurately, they process the payment and then the creditor can find the payment. For example onwed eve XXXX XXXX a payment was made to XXXX with a confirmation number and they see the payment attempt and yet the money is still not posted to the XXXX account. Now my XXXX services are delinquent and suspended. USAA Bank also has for the past 3 months paid the XXXX and taken the money back as well as XXXX water for the past 3 months when their is Sufficient Monies in my bank account forcing me to accrue banking fees each time with USAA Bank and the creditors. When I call USAA Bank they cant find the money and accused me of using an old card that was cut up months ago moreover I can not speak to a Supervisor until XXXX hours later. This is very frustrating and would deeply appreciate your help in resolving this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We missed a couple payments on our HELOC around XX/XX/XXXX. We were attempting to short sale our home. We stabilized and began making full monthly payments around XX/XX/XXXX but did not get the arrears caught up for 10 months but we made full monthly payment for the full monthly amount due. The company reported to the credit agencies that we missed XXXX payments. They said they had the right to do that because the arrears where not current. They kept applying the new payments to the ones in arrears and reporting late payments for the current months we were paying. Do we have any protection from the law regarding this and if so what is the legal statute, where can I find it please? Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98027
Submitted Via: Web
Date Sent: 2015-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-30
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am an American solider contacting you in regards to several situations that have taken place with my bank account with USAA Federal Savings Bank. On XXXX XXXX there were charges made to my account from XXXX that I did not authorize in the following amounts of {$10.00}, {$31.00}, {$48.00}, {$54.00}, {$63.00}, and {$64.00}. I was logged into my account via computer and saw the transactions taking place right before my eyes. I immediately contacted USAA Bank so that the transactions would be stopped and my card cancelled. The representative I spoke with contacted XXXX and we found that the charges were taking place in another state. I was told that all the charges to my account would be replaced and I would receive a new card. The following Tuesday I received a new debt card but all the charges were not reversed. The next incident happened on XXXX XXXX with a check from a XXXX and XXXX XXXX being deposited to my account by mobile upload for {$2500.00} at XXXX. I had no knowledge of the transaction taking place. After the mobile deposit series of ATM withdraws took place from XXXX to XXXX for {$100.00}, {$200.00}, {$300.00}, a point of sale perches for {$490.00} and a {$1000.00} money transfer was made to an " XXXX '' through XXXX. I was later told by USAA that other attempts were made to take out more money but the system stopped those transaction by shutting down my card and putting a hold on my account. I was not notified by my bank that any of this was happening to my account I woke up the next morning to go and use my debt card and it came back declined. I called USAA and the representative I spoke to said to me that my account was under review due to suspicious active on my account. XXXX XXXX I followed up to see the status of my account and why it was under the review the people I spoke to could not give me an answer on why and how this has happen. XXXX XXXX I found out someone called USAA impersonating me saying that the check was from a good military buddy and asked that the restriction on my account be lifted to access the rest of the funds, later that same day I called to again check the status of my account and was not notified that someone else had contacted them pretending to be me. XXXX XXXX I called to check the status of my account and found out that the fraud department ruled that there was no fraud found with the check that was deposited into my account but the account was still under review. XXXX XXXX and XXXX I called to get an understanding of what took place with my account and how this could have possible happen. Efforts to get this information were not successful, I was left in the dark about the status of my account even though I had been calling nearly every day. XXXX XXXX I called demanding an answer on what happen to the money in my account and I was told that my account was going to be in the negative and that I was going to be responsible for the negative balance if XXXX occurred. I got a chance to speak with senior resolution representative from USAA and was told that I was found at fault for the situation with my account. I was told I must have been careless or negligent with my information or I must have gotten scammed to give out my information. He then went on to say the fraud department is very good at their job and there was no way this could have happen without me knowing or participation of the transactions going on. I told him that we had a class about protecting our personal information in basic training and that I would never do that. I told him that I get direct deposit from the XXXX and have never mobile uploaded. When I asked about them letting the check go through and the funds being available right away on that mobile transaction they had no real answer. Nothing was done to make sure the check was legitimate and protect me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2015-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-30
Issue: Billing disputes
Subissue:
Consumer Complaint: Filed a dispute for charge of XXXX to my account. Company did not send product. Was told by USAA customer rep the company had sixty days to dispute my claim. If they received no dispute from the company the charge would be permanently removed. After filing the complaint the company sent me the product. I contacted USAA and told them it would be fine to keep the charge of XXXX on my accountWas told by USAA customer rep that the company had to dispute the claim. So I called the company and told them they had to call USAA and dispute the claim. Was told by their customer rep they did not know how to handle it and never received anything from USAA disputing the charge. I then called USAA AGAIN and talked to a customer rep who told me he could just removed the transaction and I could then send the company a check for XXXX. I agreed. I received a letter from USAA stating the transaction was removed. I sent the company a check for XXXX by priority mail and tracking number. The company received the check. I then received a second letter from USAA stating the charge was removed from my account and no further action was required on my part. A few days later I checked my account with USAA on line and discovered the charge of XXXX was again placed on my account. I called USAA AGAIN and spoke with another customer rep. He did not have any answer as to why the charge was again put on my account. He gave me a song and dance routine that stunk. I received XXXX letters from USAA stating the XXXX was removed. And sent the company a check for XXXX. Now the company will receive XXXX twice. Once from my check and the other from USAA.
Company Response: Company believes complaint is the result of an isolated error
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2015-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No