Date Received: 2023-08-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA POLICY NOT PEOPLE I am in the process of moving. Money is in motion, and I had a payment returned ( I covered it immediately ) I saw what had happened and took out a loan against my XXXX to shore things up. The money was sent by check because I had not set up ACH. The XXXX is held by XXXX, and represented a loan against my own money. I deposited the check via mobile deposit and USAA placed a ten day hold on the funds. When I called in to see about getting help I was told by the agent I was being punished because of the returned payment. I reached out to their executive team and was told that was their policy. The funds have already settled in the account. There is no risk to USAA. I have turned off my direct deposit, and have removed the account from all payment areas. I am moving my insurance elsewhere. My mortgage and car loans will be done locally. This is a company that places policies and punishment over people. I will not send them another dime. XXXX in their executive customer service did nothing to assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My USAA checking account was fraudulently accessed in XXXX and XXXX of 2023 and approximately {$22000.00} was stolen via a remote device that sent checks to fraudsters. USAA reimbursed for the XXXX theft and told us to change passwords, pins, etc but did not discover the remote device on my account. I was then subsequently robbed again and a fraudulent {$6000.00} check was sent to an individual in North Carolina. USAA fraud dept is saying it is my fault because I must have shared my security information with someone which of course I did not do. Customer Service has been an absolute nightmare with USAA and they failed to notify me in writing of their decision to close the fraud case and not refund my money. I am afraid to keep my money and insurance business with them as I don't know how the fraud occurred.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went to my bank 's USAA - ATM which is an off site ATM to make a deposit on XX/XX/2023 at XXXX TERM ID XXXX. The check amount was {$560.00}, coming from my wife 's bank account, which I have made in the past numerous times but NOT at that ATM location. The location address is XXXX XXXX XXXX XXXX, XXXX XXXX, TX. When I would make a deposit with the same check from same bank in the past but at my normal off site ATM off of XXXX and XXXX XXXX, the ATM system would made the funds available the same or next business day. This other ATM had in issue reading the amount of the check since it gave me a message " Unable to read the check amount, please enter the amount '', so I did on the key board. When it did not give me the funds available, online it showed funds being held 5 business days. Monday when i called my bank, rep said it deemed the check possible unpayable? My wife called her bank on Monday, they verified the check was cashed that day. Why is USAA holding on funds received and still waiting for this POSSIBLE UNPAYABLE check, when it already paid. I think the ATM program is off, since it could not read the amount on the check, and entered a code for a bad check in error. I needed the funds to pay for RX, and my livelihood.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: My pension from XXXX goes to USAA BANKING. However. Ive been unable to retrieve my money for a year and a half. I have already stopped the allotments going to USAA. However, I have not been able to withdraw and of the money in my account. Ive done the verification process three times and still I cant be verified. I had my bank XXXX XXXX XXXX XXXX. the notary republic wrote a letter telling USAA TO TRANSFER MY FUND XXXX TO MY OTHER ACCOUNT BUT STILL THEY DID NOT DO IT. There is XXXX XXXX cards on my account withdrawing and depositing money but I dont have XXXX cards. And every time I try to get info on my account they wont allow me to get any information. They say they need to verify me first which they can not seem to do. Can you please help me Im a XXXX XXXX XXXX and in dire need of the money. I have CHF and its difficult for me to go places without a car and thats what I want to do. Please give me a call XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I opened a credit card with XXXX XXXX XXXX on XX/XX/2023 to do a balance transfer in the amount of {$4800.00} to pay off an XXXX XXXX card with USAA to avoid interest. When I noticed that the balance on the USAA XXXX XXXX card had not changed by XXXX I called USAA and they started the first investigation on XX/XX/2023. On XX/XX/2023 USAA requested documents about the balance transfer. So I uploaded all the information that was sent to me when I completed the balance transfer that showed the reference ID and the amount of the transfer. XX/XX/2023 USAA closed the first investigation, stating that the charges were still valid and there was no evidence of a balance transfer. I repeated the same process on XX/XX/2023 and the investigation again ended on XX/XX/2023 with the same result. After the 2nd failed attempt. I called XXXX XXXX XXXX who was the bank sending the balance transfer and discovered that the balance transfer was sent and was accepted by USAA but the last 3 numbers of the account were wrong. XXXX XXXX XXXX stated they would start a correction and I started another investigation through USAA with the new information and the account number that the money was " sent to ''. This was now XX/XX/2023. Today XX/XX/2023 I noticed that the credit applied to my USAA account had been reversed and called both USAA and XXXX XXXX XXXX. USAA terminated the investigation on XX/XX/XXXX with the same result of the amount was valid and there was no evidence. XXXX XXXX XXXX canceled the correction because it was over 60 days and the money was " accepted '' for the balance transfer. They now opened a fraud investigation case. I'm now stuck with a credit card from USAA that was supposed to be paid off and I'm gaining interest and making payments on and a credit card from XXXX XXXX XXXX that isn't gaining interest due to the promotional no interest, but I'm still forced to make payments on a credit card for a {$4800.00} valance transfer that I never received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Opened a personal account in XX/XX/2022, starting in XX/XX/2022 there was a compromised account issues. I requested a new account be created due to the issues that was still taking place. They stated a new account would be created and Fraud Department would address this matter moving forward. In XXXX alone I had to file 70 disputes yet USAA refused to provide me a new account after I requested multiple times. I made the decision to apply for a new account and they denied this application request. Forcing me to keep an unsecure account resulting in fraud continuing to happen. They made the decision in the middle of the night to close all of my joint accounts and my spouses personal account that my name isn't attached to. Resulting in USAA to stop all the disputes I had to complete due to there failure they automatically closed them froze the accounts in a credit only mode and are withholding all of income for XXXX for 60 days. So we are now having to go to arbitration with USAA and causing us to potentially be evicted and unable to get food for our three kids. Our income is VA XXXX and Social Security. We have also been charged with insufficient fund fees which they were not aloud to do as well. We have banked with USAA for 15 years. Only provided document closure for one account with my name.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78228
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX XXXX XXXX, I logged in to my USAA ( United Services Automobile Association ) Checking Account ( XXXX ) and noticed that the amount of {$6700.00} was withdrawn from my account without my consent. I contacted USAA costumer service in regards to this withdrawal and I was told that the fund was withdrawn due to the Overdraft Amount. I paid the credit card # XXXX over draft amount on the XXXX of XX/XX/2023, so there should be no reason to remove the over draft amount from my checking account 5 days later. USAA customer service can only make request to return the fund to my account that could take 5-10 business days. I needed that money to pay my bills. I am making a formal complaint in regards to this matter with USAA for stealing the amount of {$6700.00} from my checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89011
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Financial accounts closed due to theft/Fraud. After returning from several years of service in XXXX I closed my USAA Bank checking and savings accounts because I had too many fraudulent transactions on my statements and USAA failed to resolve them. I closed my USAA credit card in XXXX after fraudulent transactions appeared on my account and it took enormous efforts to get the fraudulent charges removed, unlike service I received from other credit cards. In XXXX I opened another credit card account with USAA Bank, but closed it after only a year because of the same service and security/fraud issues. Since XXXX I have never used any service from USAA Bank and have repeatedly asked USAA to not use my information for any purpose, but they refuse and continue to send me marketing materials. Insurance accounts closed for privacy rights violations. USAA routinely used information obtained from me to solicit other services and products without giving me notice of their intent to use my information or the option to opt out of their marketing. For example, my cars were insured by USAA since the mid-XXXXs and I have never given USAA permission to use my account or personal information for any purpose other than the insurance I purchased. Nonetheless, I received a call from someone who claimed they were from USAA and said they noticed from my policy information that my cars were getting old and they could help me select and finance new cars my response was NO and dont ever call me again for any reason! I cancelled my home insurance policy with USAA in XXXX and cancelled my car insurance in XXXX and told USAA that I did not plan to use any USAA service ever again so please close my account and cancel my membership with USAA. Retaliation By USAA. After receiving additional marketing materials from USAA after I closed all my accounts and cancelled my membership, I went to my USAA account on-line and changed and deleted my information. USAA retaliated by permanently locking me out of my on-line account. I have called USAA several times and asked them to please do not send me any more marketing materials and do not provide my account or personal information to anyone for any reason, but I continue to get marketing materials from USAA even though I have not done any business with them for over seven years and repeatedly asked them to not use my information for any reason. They routinely tell me to log onto my account and make any changes, but they know they have permanently locked my out of their system in retaliation for my previous attempts to stop them from using my information to solicit future business from me. As soon as Californias Consumer Privacy Act was implemented in XXXX I requested that USAA delete my personal information, but received no response. I continued to get marketing materials from USAA so I made additional requests to delete and not use or share my personal information again this year ( XXXX ). USAA sent a response to the on-line account they have permanently locked my out of so I sent a letter to the president of USAA with copies of my requests. Continuing Violations by USAA. On Friday XX/XX/XXXX I called USAA to again ask they to please stop sending me marketing materials and they said I needed to log onto my account to make changes. The USAA representative acknowledged that I was permanently locked out of their system and said she could not authenticate me to issue a new log in. USAA is used to dealing with soldiers who have limited freedoms and privacy rights. They have collected my financial and personal information for decades while failing to secure that important information and violating my privacy rights by sharing my information and using it without my knowledge or permission. I have not done any business with USAA for over seven years and will never do business with them again, yet they hold decades of my financial and personal information which they continue to use in a sloppy manner disregarding all my requests to safeguard this information and not disclose it or use it for marketing or any other purpose. My requests to delete the information have also been ignored. I do not want my financial and personal information in the hands of USAA. A detailed inspection of USAA records will reveal decades of lack security, theft/fraud and disregard for the privacy rights of its customers. I plan to file a lawsuit regarding USAAs violations of my rights, but most soldiers and former soldiers cant pursue a lawsuit against USAA and USAA knows this. Therefore, I am asking the CFPB to investigate all incidents of theft and fraud to identify and stop any routine acts of theft/ fraud by USAA or its employees. I am also requesting that the CFPB stop USAA from using and disclosing information from its customers for marketing when they have asked USAA to stop. If USAA is allowed to keep my financial and personal information indefinitely, then I ask that a complete security audit be conducted of USAAs security systems. I refuse to do business with USAA because they have failed to protect my financial accounts from fraud/theft in the past, and they continue to violate my privacy rights on a regular basis in complete disregard of federal and state laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am writing to lodge a formal complaint regarding a disputed account on my credit report, which is adversely affecting my credit history. The account in question is related to an auto loan with USAA, and I strongly believe that they are inaccurately reporting a balance despite agreeing to a settlement. Account Information : Creditor Name : USAA Details of Dispute : On XX/XX/2022, I entered into a settlement agreement with USAA to resolve the outstanding balance on my auto loan. Per the terms of the settlement, I paid the agreed-upon settlement amount, which was accepted and acknowledged by USAA as full satisfaction of the debt owed. I have copies of all relevant documents, including the settlement agreement and proof of payment, for your reference. Despite the settlement and full payment made, I am dismayed to discover that USAA continues to report a balance on this account. This reporting error is unjustifiably harming my credit score and affecting my ability to obtain credit and loans at reasonable terms. It is my understanding that once a settlement has been reached, the balance should reflect as {$0.00} on my credit reports, indicating that the debt has been fully resolved. Steps Taken to Resolve the Issue : I have attempted to resolve this matter with USAA directly by contacting their customer service department on multiple occasions. However, my efforts have been met with unsatisfactory responses, delays, and lack of action. Despite providing evidence of the settlement, they have failed to correct the erroneous reporting on my credit file. Request for Action : I kindly request the Consumer Financial Protection Bureau to investigate this matter and intervene on my behalf. I ask that you ensure USAA updates their reporting to accurately reflect the settled status of the account and show a balance of {$0.00}. Furthermore, I request that appropriate measures be taken to prevent such inaccuracies from recurring and negatively impacting other consumers. Thank you for your assistance in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78758
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I've had debits totaling {$1700.00} withdrawn from my debit/checking account in increments of {$200.00} each. This all began when I called an online remote tv repair company I found on the internet after I called XXXX XXXX to check on the warranty of an inoperative tv I purchased from them a year earlier ( see attachment ). I believe I was told that the repair would total around {$200.00}. Instead, after several attempts, the biller informed me that the debit card I was using for the repair, did not go through. At the time, I didn't think anything was out of the ordinary but I found out later that they had submitted my card numerous times, totaling at least {$1700.00}. I immediately contacted my bank, USAA to file a dispute of the charges. I called them ( USAA ) at least three ( 3 ) times and each time was assured that the problem would be rectified. It never was and I kept getting different responses from different agents about what was being done on their end. Bottom line .... USAA is not standing by its reputation of helping the customer resolve disputes. I don't feel that they are investigating the matter fully and don't really care about my case. I am not planning on giving up on getting my funds restored. I am a totally XXXX veteran and on a limited income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29801
Submitted Via: Web
Date Sent: 2023-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A