Date Received: 2023-08-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I was pre-approved for a new car loan XX/XX/XXXX. We shopped around, found a car, ordered it. I called USAA on XX/XX/23 to make changes to the term of the loan ( Change from 60 months to 72 months ). I was assured that this change was notated and when the loan was funded, it would be the 72 month term. We received the car on XX/XX/23, and the dealership filled out USAA 's request for funding. When the loan showed up in my account a few days later, it was for 60 months. I spoke to XXXX on the app 's chat feature, who couldn't help me over chat, so I called USAA on XX/XX/23 to attempt to resolve the situation. I spoke with " XXXX '', a " lending XXXX ''. Even though they see my loan account notated, I was told that someone made an error and ignored or did not see the notation. XXXX attempted to get the issue fixed, but the under-writer said no. The only way for me to " fix '' it is by re-financing. I should not have to jump through extra hoops because of someone else failing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Lost or stolen check
Subissue:
Consumer Complaint: Two financial aid checks were sent to USAA electronically to the wrong account. First refund, totaling, {$75.00}, XX/XX/2023 and the second refund, XX/XX/2023 for the amount {$5100.00}. I inadvertently placed the wrong account number ( XXXX ) on my XXXX XXXX XXXX refund account. Instead I used my members ID ( XXXX ). Myself and the senior cashier at XXXX XXXX have spoken with USAA numerous of times trying to reclaim the funds. XXXX XXXX, the senior cashier has also asked for USAA to return the funds back to them. USAA have requested an indemnity letter from the university, which they have but without the hold harmless agreement. The university is unable to provide the hold harmless agreement. However, they have provided both amounts, dates, tracing numbers for both transactions, and asked them to return the funds. I have attached the letter from the university, proof to show that I mistakenly placed the wrong account number on my student profile, the dates/amounts refunds were sent. Im asking for help to reclaim my funds. Im responsible for these student loans however I didnt receive. The correct account number ( XXXX ) Ive requested for them to transfer is now on file with the university. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I got a call from USAA on XX/XX/23 about my account and they are still holding me liable for fraudulent mobile deposits on my account. They are taking my money and basically feel like they are trying to still put the blame on me. How am I suppose to know how security works? if someone was able to obtain account information or able to hack my account. from my debt card why am I still being held liable. They sent me a letter saying their was no fraudulent activity but still turn around and hold me accountable for this. I have already lost XXXX from them taking money from the withdraws that were made. They made me negative XXXX plus the extra XXXX that they are stealing from me. I don't feel safe talking to this bank no more and iv been a customer for over XXXX years. Why would I self sabotage my own bank account? I work XXXX jobs and I am extremely busy I make my own money. I don't need this extra baggage on me. Down below is a letter attached claiming they said their was no fraudulent activity so it made me assume they are fixing my account, but they called me and feels like they aren't gon na do anything about it and still hold me liable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95121
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, my USAA was compromised by an unknown entity. I was told by an operator the entity tried calling into the automated service to reset my account 4x.When that didnt work they logged into my banking account and reset my profile settings to include address, phone number and email address.Later I found out USAA sent emails to the notifications In box within my account-that the settings had been changed.I didnt receive any texts or emails for this.On XXXX, a deposit of {$2500.00} from an unknown unauthorized account posted to my checking account.On XXXX a withdrawal of {$5000.00} was withdrawn from my checking account.On XXXX, a deposit of {$2500.00} from an unknown unauthorized account posted to my checking account.On XXXX, a withdrawal of {$3400.00} was withdrawn from my checking account.On XXXX, USAA was aware of the activity and made a permanent credit to my account of {$3400.00} and $ XXXX XXXX, withdrawal of {$2500.00} was withdrawn from my checking account as a convenience check funds transfer return. On XXXX, a withdrawal of {$2500.00} was withdrawn from my savings account.On XXXX, a withdrawal of {$2500.00} was withdrawn from my savings account and transferred to an unknown XXXX XXXX account ending in XXXX XXXX, a permanent credit of {$2500.00} was made by USAA to my savings account.On XXXX, withdrawal of {$2500.00} was withdrawn from my savings account as a convenience check funds transfer return. From XX/XX/XXXX, I have repeatedly demanded by compromised checking and savings account to be closed.I have repeatedly demanded to speak with the Fraud Department. I have spent hours on the phone to be told misleading information.I have been locked out of my own accounts even after I was told my accounts had been freezed and locked down to prevent unauthorized access. I was told numerous times the compromised accounts were locked. To date this still are not locked or closed, which I have begged them to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX, XXXX, XXXX ARE REPORTING INACCURATE INFORMATION ON MY CREDIT REPORTS. THERE SHOULD NOT BE ANY DERROGATORY OR DELINQUENT ACCOUNTS ON MY REPORTS AND THE ACCOUNTS IVE UPLOADED DOCUMENTATION OF ARE NOT MINE SO THEY NEED TO BE REMOVED IMMEDIATELY!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Filed a dispute on the charge against a company that didnt complete work for my home. The company submitted fraudulent documents and I have proof to show that. USAA never attempted to reach out to me during the investigation to verify documents or discuss the investigation. They immediately took the word of the company without even discussing it with their member. Now they have told me they wont do anything about it and it is up to me to deal with it directly with them and in court. USAA has scammed me out of money and is a horrible company to bank with. I would never recommend them to anyone. They have become so horrible and dont do anything to assist their customers. Someone from their member solutions team called me and said their investigations dont need to involve the member and its up to their discretion how they complete their investigation. It makes no sense that they wouldnt reach out to all parties and listen to all involved but thats the kind of company they have become. On XX/XX/XXXX I hired XXXX XXXX XXXX XXXX to come out and diagnose and fix my washing machine. XXXX came out and diagnosed the issue as a lid lock issue. I agreed for him to complete the work to fix it. Once he did the work the washing machine still did not work. He told me it must actually be a drain pump issue and that he doesnt have any drain pumps with him and he would have to order it. XXXX never came back out to fix the machine. I have tried to call the company back multiple times and they never responded to me. I was charged {$340.00} for this work that was not completed. I then disputed the charge with USAA. USAA did their investigation and just now in XXXX Im finding out that they have accepted the charge and believe XXXX XXXX XXXX XXXX because they submitted documents to prove it. The documents they submitted however are falsified. They have fake signatures and dates on them as I have a copy of one with different signatures and no dates. XXXX XXXX lied about everything, wont contact me and USAA wont help me. They have told me they believe the other company over me and wouldnt review any documentation I had to submit. They told me I had to go to court or work it out directly with them even though the company does not speak with me. The document that is all in black and white showing two signatures show the work was started and completed with the date of XX/XX/26. My receipt is the colored copy with only one signature on the started work line and no date. Neither of these are my signature at all. My signature look nothing like this to start with. And the third document is a screenshot showing I received a copy of this receipt on XXXX. Meaning the dates on their receipt are falsified because how could I receive a copy of the receipt on XXXX with one signature but their copy shows a signature and a date for XX/XX/26.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 292XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I applied for a personal loan and the company deposited a fraudulent check. They then withdrew funds from my checking account. They made purchases through another application withdrawing funds from my checking account. All started on XXXX totaling {$3800.00}. I was called by the FRAUD DEPT from my bank and this put my account in the negative. They told me that I was responsible for bringing it back to a positive amount. I filed a fraud complaint and they denied me twice. This was a fraudulent deposit and I do not feel that I am responsible for that or the transactions. What is insurance and liability for if thats the case Ive been a member for XXXX years and I think that I shouldve been covered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I received an email from USAA that if I did not use my credit card, which I have not used in three years, they would close my account. My understanding is that a closed credit card account will reduce my credit score which, at that time, was over 800. For that reason, I spent approximately {$5.00} on the account to keep the account open. USAA, unlike every other credit card I own, never sent me a notification that my bill was due and then past due. While it is not their responsibility for me to pay my bills on time, I have 18 years of perfect credit history overall and 11 years with them, including car insurance always paid in full and on time. Nevertheless, they submitted this {$5.00} charge late. Notably, I have a little over {$7.00} in rewards that would have covered it as well as money in both my savings and checking account that would have covered it. Yet, they reported this {$5.00} charge as late. I was only notified by my credit reporting agency when my score dropped 70-86 points ( depending on the credit agency ). I immediately sent a letter to USAA asking them to remove it. While the information is correct, the consequences do not reflect my credit history with them or with any other company. Furthermore, I anticipate that the reporting is automatic and was hoping to get a human to review the account and see how unnecessary it was to report because there were at least 3 different way ( rewards, checking, and savings ) that the card could have been paid. They denied my request so I called and again my request to remove the information from my credit report was denied. While the information is correct, it is an inaccurate reflection of my credit history and the consequences are also not commensurate with my credit history. Therefore, I am hoping to get someone to look at my account to recognize that it should be removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I want to request assistance and file a complaint against USAA federal Savings Bank for refusing to close my accounts with the Bank. Since XXXX, I have been trying to close my USAA and bank account and been running into a number of issues. Every time my bank accounts with USAA have been closed, a few months later, they are reopened by a fraudster in violation of bank rules and regulations. In XXXX and XXXX, I called USAA many times and expressed my desire to terminate my business relationship with them and close my bank account. Each time, they stonewalled me and tried to talk me out of it. I had to file a complaint with the Consumer Financial Protection Bureau against USAA for refusing to close my bank accounts, Reference number XXXX. Finally on XX/XX/XXXX, I sent a certified letter to USAA by XXXX ( tracking # XXXX ) requesting that all my accounts be closed. On XX/XX/XXXX, I followed up by calling USAA about closing my USAA membership # XXXX and bank accounts. USAA finally agreed to close my accounts. After my accounts were closed, they sent me XXXX bank checks ( XXXX check for over {$2000.00} and another check about {$1000.00} ) which I deposited into my XXXX XXXX checking account o/a XX/XX/XXXX. I XXXX have about {$4000.00} missing from my checking account with XXXX XXXX. A few months later, I noticed that the USAA checks were mysteriously missing from my checking account with XXXX XXXX. I quickly reported the matter to the XXXX XXXX XXXX in XXXX GA which they investigated. Prior to being missing, the checks were processed, cleared, and the money deposited into my checking account. In about 10 days, XXXX XXXX was able to locate the checks within its system and sent a copy of the checks to my email. Again after a few months, the USAA checks mysteriously disappeared again from both my checking and email account. They have not reappeared since then and the bank personnel are uninterested in helping me find those XXXX checks from USAA. Their responses are : we dont know where the checks are or We cant find them. In the meantime, USAA is sending me bank detailed information as if I have an unauthorized bank account with them. Im afraid to call USAA but Im concerned that my bank account with USAA has been illegally reopened by a fraudster with the missing money in it. This is a violation of trust and banking regulations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I have called USAA multiple times to update my new phone number and they are refusing to allow me to. They will not cancel my account despite multiple requests to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85641
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A