Date Received: 2015-09-30
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I am writing to inform you that USAA did not provide diligent to my checking account by allowing XXXX fraudulent checks by letting the theft withdraw {$14000.00} from our checking account within XXXX hours. The first check was deposit on XX/XX/XXXX, second and third check deposit XX/XX/XXXX in the total amount of {$14000.00} by POS and ATM withdrawals. This is my son account that my wife and I open when he was XXXX years old. I understand that I should have closed the account when he turns XXXX year olds. My son notifies me on XXXX XXXX that his account was overdrawn by {$14000.00}. I immediately called USAA and open a fraud claim. They told me it would take three business days and they would contact me. I called back on XX/XX/XXXX and they told me the fraud claim was close and we were in fault. I explain to them how could we be in fault if USAA allow the money to be withdrawn before the checks cleared. The representative which is a data call center that receives USAA calls could not explain the situation. I ask to speak to the fraud specialist that close my account and they stated I could not speak to them. They would give them my name and number and they will call me. We waited 10 days XXXX XXXX, XXXX, and called back because no one called us about the fraud claim. My wife and I went to the banking center to speak to person and they put us in a room and a live representative came on and we told her the history and she put another fraud claim in for us. We ask her how could & XXXX be withdrawn from a checking account over the weekend without the checks cleared the bank first. She gave me a shaky answer and I felt something was wrong. I hung us and proceed to go to XXXX XXXX XXXX and told the Bank Manager what happen and he stated it is no way {$14000.00} could have clear my account without those checks been cleared. He stated we would have release {$400.00} for immediately release, but no more until the checks clear. I went to XXXX XXXX and XXXX XXXX XXXX XXXX and they both stated the same things that it would not be possible for an individual to without {$14000.00} in XXXX hours without the checks first have cleared the bank. I ask XXXX Manager ( XXXX XXXX ( XXXX ) XXXX ) to call because we were a member of XXXX XXXX XXXX XXXX. She told me must have misunderstood what was happen because she stated that USAA could not possible allow {$14000.00} to be withdrawn from our account within XXXX hours. She called and got the same run around that I receive and could not believe it. XXXX XXXX asks to speak to the Fraud Department and was told no because they could not transfer anyone to the fraud department. On the same day they withdrew {$14000.00} from XXXX different accounts to satisfy my son account. I immediately mailed a letter to USAA to voice my concerns and to gets some answer about counterfeit checks and why all the money was release for the theft to withdraw from the account. Why the fraud department did not alert me or my wife if they could not get in touch with my son. They held us liable, but gave us no opportunity to stop the illegal transactions. We are a retired military family and {$14000.00} might not sound like a lot for USAA, but it was our life saving. I did not work for 23 years for XXXX who I though was an advocator for the military families is just like the rest and prey off our service to this county. I have read the countless letters on the internet about what USAA has done to other military service members and I am for a loss of words. Please help us recoup our monies from USAA because they never responded to our letter and now they will not speak to us about the matter. Thank you for your time and patience concerning this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2015-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-30
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I 'm the seller of a property. They buyer 's lender, USAA, chose to adopt a XXXX guideline before it was required causing a delay in the close on our house. This delay of just a couple days pushed out into the following month, costing me an extra month of interest and MI on my loan. Total cost to me is just over {$1300.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2015-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I 'm really sick and tired of getting checks ALWAYS being placed on hold from USAA bank. Every single deposit gets placed on hold for a minimum of 7 business days. This past phone call in the attached recording you will see I tried getting a partial lift on funds {$300.00} out of {$1000.00} lifted 1 day early so that I could go to XXXX XXXX to pick up medication I need to survive. USAA chose not to accommodate the situation which I explained, was a medical emergency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2015-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX occasions, an individual named XXXX XXXX XXXX, withdrew over {$2900.00} from our USAA savings account, into his XXXX XXXX investment account. We contacted the FBI, Federal Trade Commission, and our local police department. They are helping with the situation. But, both USAA and XXXX XXXX has been uncooperative with investigating how an unauthorized funds can be wired from our account. We have the name, and the last four digits of his account with XXXX XXXX, XXXX. We informed the XXXX XXXX personnel, XXXX XXXX, of this information and the was extremely unprofessional, and rude. When we told her of the information from our account on the individual, she said they could not find the individual due to the size of the bank. As a Retired XXXX XXXX XXXX XXXX XXXX, Media outlets would contact me requesting information on a soldier with limited information. The XXXX being much larger than XXXX XXXX, never caused me problems locating the individual, whether they were in the United States or in the theater of operation. I know that with a full name and the last four of an account number, a database can initiate a query and locate this person. XXXX XXXX would not attempt to assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2015-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: This is a follow up to complaint # XXXX where the bank USAA resolved the issue in my favor but as " revenge '' decided to deliberately disable my overdraft protection linked to my USAA credit card on both of my checking accounts. Customer service there following the complaint only got worse and more rude where they could n't answer the most simple of questions of when the hold policy would change as it applied to me because I was getting conflicting answers. They suddenly decided to do as I asked one day, refunding the interest charged on my credit card and lifting the hold policy but decided for some immature unprofessional reason to disable the overdraft protection on both of my checking accounts, which has now resulted in a {$29.00} overdraft fee from them on XXXX plus probably interest and a late fee from the credit card company requesting the payment. I really do n't understand why they ca n't be straightforward and professional instead of having a temper tantrum. The complaints will continue until they do the right thing without exceptions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46219
Submitted Via: Web
Date Sent: 2015-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-21
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was discharged in bankruptcy
Consumer Complaint: On Friday, XXXX XXXX, 2015, at XXXX, I was on the phone with USAA Bill Pay Department speaking with a representative by the name of XXXX. When I filed for bankruptcy, USAA shut down all access to their website and services and only allowed me the ability to access to my account via mobile application. I was calling to see if it was possible to regain access to by Bill Pay so I could pay my bills again. XXXX stated the restrictions were put into place because I had a credit card which was included in the bankruptcy. She will transfer to the credit card department to pay my bill and then the restrictions will be removed. When I said excuse me, she against stated that when I my credit card debt, the restrictions against my bank accounts will be lifted and I can become a " normal '' customer again. I informed her what she stated to me was very illegal ; that the debt was discharged in a BK and she can not collect on a debt that was involved in a BK and she can not promise me things that will not happen. I then asked if the phone calls are being recorded and she stammered out a few answers before I was able to be transferred. I was eventually transferred to an Executive Resolution Specialist, advised the Rep was in violation of the BK discharge and FCDPA ( false/misleading representation/unfair practices by stating restrictions would be removed when they would not, did not notify me they were collecting a debt and trying to collect a BK discharged debt ). The executive resolution specialist first asked what I was looking for in compensation, which I stated I was only trying to determine if the restrictions could be removed from my bank accounts. The Specialist informed me the restrictions on the bank account could be removed if the BK had been discharged, which had been in XX/XX/2015. After XXXX mins on the phone, I was advised the restrictions would NOT be removed and even though the debt was discharged in a BK and XXXX committed violations against FDCPA, they were sorry for her behavior. Prior to this statement, which resulted in my stating I would file a report with the CFPB and contact my BK attorney, I was advised all calls were recorded, was questioned as to why I wanted to know that information and what would the information be used for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85212
Submitted Via: Web
Date Sent: 2015-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-21
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I owed a balance to USAA. I filed for bankruptcy and included the balances, even though I paid them off after the bankruptcy was discharged. They put on the XXXX XXXX list and i have not been able to open a checking account because of them black listing me. I have paid everything owed to them even though I was not responsible for paying them back since they were discharged, They said that they will keep me on there since I filed for chapter XXXX for 7 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2015-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-20
Issue: Taking/threatening an illegal action
Subissue: Attempted to/Collected exempt funds
Consumer Complaint: On XX/XX/2015, I had a lien placed on my saving account. I receive federal student loans and the Post XX/XX/XXXX G.I. Bill benefits. I was told that my account was under review. I called on XX/XX/2015 and I was told that they could not release the hold unless I had the company release the funds. I told the company that they could not do this. I told them that my account receives only electronic, exempt, Federal direct deposits of Veterans Affairs Benefits and student loans. Three or four times before, their lawyer actually dismissed some liens the same reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23505
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am requesting assistance with the removal of USAA lien on XXXX XXXX XXXX, XXXX , GA XXXX and the ability to conduct new business with USAA . My USAA member number is XXXX. The USAA HELO account # is XXXX which issued a XXXX ( Cancellation of Debt for {$78000.00}. This was filed as income. My name is XXXX ( XXXX ) XXXX XXXX XXXX ; I have been a member of the XXXX XXXX XXXX since XXXX XXXX, XXXX and a member of USAA since my direct commission in XXXX XXXX, XXXX. USAA 's current posture is aligning with the intentions of XXXX XXXX, which was to destroy my financial creditability and my military career. I have a court order to purchase this home from my ex-husband XXXX XXXX. I rescued this home from foreclosure to save my credit and military security clearance. I am XXXX XXXX XXXX XXXX, XXXX ( XXXX ) and my loan was pre-approved by XXXX XXXX XXXX XXXX. The lien is preventing me from closing. I do not know how much longer they will wait for me to close this loan. I have resided in this home since XXXX/XXXX/XXXX. USAA has not been cooperative. I have contacted USAA so many times regarding this matter and continue to get bad information. I returned from my XXXX in XXXX XXXX and initially contacted USAA requesting lien removal on XXXX/XXXX/XXXX. I reached XXXX employee # XXXX in uncollected debt, XXXX was aware a XXXX, ( Cancellation of Debt ) had been sent to me and I had filed it on my XXXX taxes as instructed. USAA is refusing to remove the lien and immediately told me I needed to settle the debt. All attempts to gain a reasonable solution have failed and my closing is at risk. During divorce USAA refused to remove my name from account even though XXXX XXXX had taken sole responsibility for account. I have proof of tax filing. Most recently USAA faxed a hardship packet and instructed both XXXX XXXX and I to complete the document. When I contacted USAA two days later to request they re-fax the document ( XXXX of the forms was not legible ), I was instructed to contact XXXX at XXXX. I reached XXXX XXXX and per her Manager, XXXX XXXX stated that my account # XXXX had been closed since XXXX XXXX and re-directed me back to USAA. I do feel comfortable submitting the Hardship packet without legal representation at this juncture because the verbiage talks about a short sale. On their own documents it says debt cancellation and loan forgiveness. I do not understand why they are trying to get me to complete short sale documents or commit to a financial settlement as a hardship agreement on a debt that they already forgave. Why I moved back to XXXX : USAA Realtor was misleading In XXXX XXXX ; I contacted USAA to place XXXX XXXX on the market for sale. I was referred to USAA 's XXXX XXXX XXXX, who ultimately referred me to XXXX XXXX to accomplish a short sale. I provided XXXX the background information and history. XXXX had XXXX potential pre-approved buyers, the first couple backed out, and then second couple was approved for USAA short sale purchase and was not able to close. Unfortunately, XXXX had instructed XXXX XXXX to move based on the closing date and he had already signed a lease and started moving ( XXXX XXXX ) when XXXX informed him that the couple was having problems qualifying for the mortgage. XXXX XXXX and I were amicable at this point and questioned how XXXX or the couple got a closing date if they were not already pre-approved. At this point, we signed several extensions but the couple 's income could not qualify. XXXX said she a cash buyer who was interested previously and wanted both of us to allow him an opportunity. We no longer had trust in XXXX, so XXXX XXXX asked me to take over house at this point and agreed to sign it over. I have always bragged about the customer service at USAA but this matter has
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2015-09-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: While I am a unhappy USAA member for other reasons, I decided to post mygrievances within the public USAA Member Community forums. These were about excessively long funds holding times and NSF charges due to regularly scheduled bill payments and these fund being on hold ( although they were from a Cashiers Check ). After a few comments and conversation with other members, XXXX in particular " XXXX '' and " XXXX XXXX '' were posting information that only an internal USAA employee wouldhave access too. Specifically the user " XXXX '' knowing that I had filed complaints over the past three years. ( Forum conversation in PDF format is attached ) I would like to know what will be done with this as it is very retaliatory in nature and crossed the line with CyberHarrassment laws ( TX XXXX ). I have copies of all correspondence and of the forum posts showing confidential information being posted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2015-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes