Date Received: 2023-06-27
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On XX/XX/2023 USAA FSB sent me a message that they were sharing my info with XXXX XXXX and to check my profile. I couldn't't find anything on my profile about the sharing with XXXX so I called USAA. After being put on hold, transferring me to a few people, disconnecting me, I called back and was not able to get any answers. I asked to speak to a supervisor but none was available
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-25
Issue: Getting a loan or lease
Subissue: Problem with additional add-on products or services purchased with the loan
Consumer Complaint: MY bank USSA is telling me that, I am responsible and liable to pay a vehicle loan I had taken out on XX/XX/2023 for XXXX to purchase a vehicle, a vehicle I never received from the dealership and do not have. the dealership committed fraud and filed for bankruptcy 3 days after receiving full payment from the bank on XX/XX/2023. I never received the vehicle nor was it ever in my possession. the bank wired the full payment to dealership account and didnt secure lien on this vehicle. The bank dont have the title or a lien hold on this vehicle. The bank did not secure the lien and dose not have the vehicle as collateral. So they are saying I am responsible even though the dealership breach of contract and breach of the New Hampshire Consumer Protection Act. That I am still at fault for the dealerships crime. The bank said Because the contract was with me and not the dealership I am responsible. I dont see how I would be at fault to pay back the loan. I have no vehicle and the bank has no collateral or Title on the vehicle. The bank doesnt own this vehicle because the lien was never secured on the vehicle I was trying to purchase. I called USSA Numerous times to inform them about the dealership fraudulent scam so that we can collectively go after the dealership so they could pay USSA back. But USSA did not look into the situation even after I provided them with all the Documents.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03060
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
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: I am apply for my first home loan all three credit reports are showing different account XXXX has Direct Student loans that were removed XXXX. XXXX has removed this. And all the letters I have sent the accounts XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX ) have not be updated to never late. XXXX is obligated by the XXXX to report accurate accounting consumer has advised. ALL injuries reported was fraud said company had 4 days according to the LAW to remove such items. FTC fraud report was filed on behalf of consumer, consumer is now requesting XXXX to provide the documentation used to determine the injury was indeed authorized by the consumer XXXX has 15 days to provide me with wet ink signature consumer is NOT asking for an e-Oscar report. If XXXX does not have documentation to show these were in fact authorized it must be removed asap. SAID company ( listed below ) will be liable under SEC to follow certain rules. XXXX XXXX file number XXXX P XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX I will be filing form XXXX treasury XXXX forms to audit consumers account. XXXX is securitizing consumer data yet refuse to provide consumer a copy of their Consumer File Not Consumer Report. Companies : Account name XXXX XXXX XXXX Account number XXXX Account name XXXX Account number XXXX .... Account name XXXX XXXX XXXX Account number XXXX .... Account name USAA SAVINGS BANK Account number XXXX .... Account name USAA SAVINGS BANK Account number XXXX ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I reached out to USAA on XX/XX/2023 to request a temporary increase to my daily transaction limit so I could complete a one time purchase. I was told that I could not increase my transaction limit due to an " xp '' code placed on my account. So I was forced to complete the large purchase using a completely different card and account. After I did so, I went back to my USAA account and attempted to transfer the funds to cover the the large purchase into another account to cover the large purchase. However when i attempted to transfer the funds from my USAA account electronically I was not able to do so. I then attempted to transfer the funds via XXXX transfer and USAA would not allow me to use XXXX either. I spoke to 3 different agents with USAA in an effort to successfully transfer MY OWN MONEY out the USAA account and into my account at another institution but they all state that my account is restricted from these types of transfers for at least six months!!! I have $ XXXX in my USAA account which I need to access and transfer to another account and USAA is not allowing me the ability to do so and they are essentially holding my money hostage. On XX/XX/2023 I spoke to XXXX with the " member resolution department '' and I asked her how I could withdraw all my funds and close my USAA account immediately and she advised that was impossible and the only way to do that would be to wait for a check to be sent from corporate. I am essentially being restricted from accessing my own money by USAA and their unethical " policies ''. I was also told I could go into any physical bank and request a cash advance from my debit card and I asked if I could withdraw all of my funds this way, of course I was told no as my cash advance limit was only $ XXXX and could not be raised. USAA is 100 % holding my own money hostage from me and this type of practice can not be allowed to continue at the expense of regular people. I've wasted hours over the past two days simply trying to access my OWN MONEY but USAA is preventing me from doing that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85048
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Around XXXX EST on XX/XX/XXXX I received a phone call. The caller id said USAA Savings Bank. When I answered the call the caller ( male ) asked if they were speaking to XXXX XXXX. I responded yes this is her. They informed me that they were calling from the fraud department to inquire about potential fraudulent activity on my account. The caller then asked if I was traveling in California which I responded with no. I informed them I had recently been in California over XXXX XXXX weekend. The caller then stated they would go over the charges and asked me to confirm if I had made the purchases. The first was a charge at XXXX for around XXXX and the second was at XXXX for around XXXX. I said I only used my card at a XXXX and not in XXXX XXXX and those purchases were not made by me. The caller informed me these charges would be disputed and my account would not be debited. Then the caller asked me if I had received any alerts from the wire Dept. I responded that I had not received any alerts. The caller stated that there was an attempt made to transfer {$10000.00} out of my account to a XXXX XXXX. I responded that I had never made a wire transfer and did not know anyone named XXXX. The caller then asked if I agreed to an investigation into the fraudulent activity and would I like to press criminal charges. I stated that I did agree and would like criminal charges against the fraudster. The caller then said they would need to review my account to see why I was not receiving alerts for wire transfers. After supposedly reviewing my account and setting up alerts the caller said that we would need to test the alert system to ensure it was working properly, and instructed me to send a decoy wire transfer they gave me the information to put in, then under special instructions provided me an investigation number to enter with decoy wire transfer in parentheses ( the caller stated that this would alert the wire department to not send the transfer ) once I hit send I received an alert, the caller said that we had set up the alerts properly and I can disregard the alert as it will not go through. The caller then informed me that scammers tend to access bank information through XXXX and XXXX due to data breaches and they had been working for USAA since XXXX and seen these types of fraudulent activity many times. They recommended I change all my passwords including USAA and then said they would be canceling my compromised debit card and sending me a new one to my address ( which the caller knew ). I thanked the called for helping me, and the call ended. 20 min after the call ended I received a second alert stating the wire transfer had been completed, which confused me. I called USAA immediately and they informed me that it was not them calling and that I had been a victim of a scam. The lady said she would need to make a fraud report and see what they can do to help me. She kept me on the phone for over an hour and then disconnected the call informing me the only course of action available to help me was to request a wire recall from the wire Dept and gave me a number to call. When I called they were closed and would not be open until Monday morning. I called Monday morning at XXXX and the wire Dept sent the first wire recall. The lady informed me that the fraud department should reach out to me with updates. It was several days and I did not hear anything back so on Friday I reached out to the wire dept/fraud department and was told that it was up to the recipient to give the money back and all they could do was send another wire recall. I was told to go to my local authorities to file a police report in hopes that the police could help me get my money back from the bad guys. I went to the Sheriffs Dept and filed a report. The next day I spoke with the wire dept/fraud dept again. I was told similar things and that the fraud dept would reopen my fraud review and was given the account information of the recipient and told to call XXXX bank if I needed additional assistance. XXXX informed me they could only communicate about this matter with an investigator from my bank or the police. That is where I am at with everything since the event occurred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: We have been using USAA checking and other services for many years. In early XXXX, we had one instance in our checking account where we noticed that our checking account was in the negative. We thought we'd had an overdraft account with associated with this account, but it turns out we didn't. We immediately transferred in {$1000.00} to cover the deficit, but apparently it was too late. Soon thereafter, I tried to deposit my payroll check- USAA put around {$3000.00} of the check on hold for over a week. I was only able to access {$500.00} of my check. This has now happened about 4-5 times. Each time I can only access {$500.00} no matter how big the check is. This has caused problems for us how to wait a week before paying bills and during this time we had a vacation planned which caused a good deal of stress. Each time I have called customer service- twice they have been able to waive the hold. Customer service really has no ability to make a decision, it sounds like it's based on a computer algorithm. Please note, we are not chronic overdrawers- the overdraw was probably the first and only on our checking account in 15 years. I have asked to speak to managers and I'm usually not able to but once I spoke to the XXXX of Customer Relations I believe and he made it sound like everything would get worked out but I never heard from him or anyone else afterward. We'd like to switch banks at this point, but we're very busy and it would be such a hassle with automatic payments and making sure everything is switched over because we'd also have to switch our auto insurance, home insurance, renters insurance, life insurance and more because all of our payments are going through USAA. I feel like our money is being held for ransom. If they held {$500.00} I can understand that, but to only allow us to use {$500.00} out of a {$3500.00} check is completely unreasonable. I hope something can be done to prevent USAA from doing this now and in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 610XX
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023 ; I received a notice from USAA on my app that my closed checking account was reopened. The letter said " Were writing to notify you that your USAA Bank account ending in XXXX has been temporarily reopened due to account maintenance that needed to be completed, or a transaction or transactions that were required to be posted. '' This account was charged off in XX/XX/2023 due to fraudulent activity due to true name identity theft that was not properly or fully investigated by USAA 's fraud department. On XX/XX/2023 at approximately XXXX. I was advised by a XXXX XXXX from the restricted accounts/collections department that the bank is entitled to reopen the closed account to accept deposits that are not entitled to the bank and take those funds to apply to any debt. According to Administrative proceedings case number XXXX XXXX, USAA was ordered stop reopening accounts without consumers consent and to conduct fair investigations with respect to fraudulent activity. USAA did not obtain my consent to reopen my old account after closure which the account being closed for XXXX month, any prior consent was revoked upon closure of the account. USAA did not reject an erroneously sent payroll direct deposit which they are required to under Regulation Z which puts them in violation of the consent decree and in violation of criminal statutes of theft by conversion by intentionally refusing to return my property illegally taken by USAA. The taking of my payroll direct deposit constitutes theft and unlawful conversion of my property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: To whom it may concern My name is XXXX XXXX XXXX. I am the son of XXXX XXXX XXXX who passed away on XX/XX/XXXX of XXXX. Her cause of death was ultimately XXXX and at the end of her life she borrowed from both family and creditors to seek treatment to extend her life. Due to some bad financial decisions, she died with a large amount of personal debt. In the two weeks prior to her death, she appointed me the executor of her estate. Due to the large amount of debt her attorney has advised me to NOT probate her estate because the cost would be greater than the only outstanding asset which are her two accounts with USAA bank. One account was/is a savings and the other was/is a checking. I have asked USAA bank multiple times via phone calls to help me know which forms and/or legal documents they would need make a distribution that does not involve the probate of her estate. USAA has consistently been unhelpful and not able to provide me with what would be required if my mothers estate was not going to go through probate. Please note the following facts. Although my mother spent her last two weeks in XXXX she died as a XXXX resident and her death certificate from the state of XXXX states that she was a XXXX resident. The attorney that has advised me on her estate is a resident and practices law in XXXX. USAA has ignored my requests to help me distribute the monies in the two USAA accounts and has sent me two checks made payable to the estate of my mother. USAA currently does not understand two issues that I have voiced in my numerous phone calls. First they told me that they will never have an attorney from USAA legal department communicate with me either by telephone email or letter what they need to close the two accounts with USAA. Lastly, USAA has consistently stated to me that they will not communicate with my XXXX attorney whos asking what forms they need and/or what process they would require from him to close the two accounts. Theyve literally said to have my attorney prepare a form send it in and then they will decide if they will or will not process the closing of the two USAA accounts. I find their directions and responses both confusing and very nebulous. For example when I asked what the time frame was for the closure of my mothers two accounts, they have literally told me the accounts would be closed at some time in the future and when I asked them for a specific time frame in accordance with the bank rules and the state of XXXX, they said I would have to wait and see that theres no clear-cut process or timeline, which I find unclear. Your help on this matter would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-21
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: USAA is denying me access to my account. I have changed my phone number and disconnected the old one. They try to send a text to verify it is me when logging in. I have called several times and spoke to a representative. They will not accept my PIN, password, SSN, user id, email, pet 's name or any other safeguard other than texting. They directed me to go on the website and verify myself by sending a picture of my driver 's license ( front and back ) which I have done. After completing it the message reads that they ( USAA ) will contact me within 1 to 5 business days. No one has contacted me. Probably because they are trying to reach me on my old phone number. When I called back, they said it should have asked me for a new phone number during the verification process. It does not ask for a new phone number or any other information. I have no way to access my account with this financial institution. They will not elevate the call to a supervisor or manager because I am not verified. It is incomprehensible to me how a company could operate in such a reckless manner and not resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34785
Submitted Via: Web
Date Sent: 2023-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: There was an error at the point of sale terminal that resulted in the same transaction being charged to 2 credit cards. The merchant is aware of the issue, but did not receive payment from my bank USAA Federal Savings Bank. I disputed the transaction with USAA and sent documentation to USAA on multiple occasions. I have emails showing the documents were received on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. In addition to uploading the documents, I also mailed them in XX/XX/XXXX and fax them in XX/XX/XXXX. USAA is stating that when the documents were faxed in XXXX of XXXX that it was beyond the deadline. I sent the same documents multiple times and each time they were lost. I have followed all the direction I have been given and worked their process. I have called at least a dozen times with some calls lasting more than and hour to followup. USAA is now saying that I need to pay {$140.00} on top of all of this hassle and the {$5.00} XXXX spent on printing and faxing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72704
Submitted Via: Web
Date Sent: 2023-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A