Date Received: 2024-02-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a credit card from USAA Federal Savings Bank. Last XXXX the bank had a promotional check included with their monthly statement offering a XXXX percent cash advance for 15 months using their check. The offer required a fee of 3 % of the amount advanced equal to {$650.00} which I accepted.I then issued a check for an unexpected household expense of {$20000.00} but when I received my next month 's statement I was surprised to find I was charged interest at approximately 13 % as well as the {$650.00}. fee. I have spoken to the bank several times about this matter and each representative gives a different story as to why I was charged the 3 % fee as well as their standard interest rate. None of these explanations made sense but the bank, through its representative has declined making an offfer to resolve this amicably. For example, I offered to continue to pay their standard interest rate if they would reverse the fee of {$650.00} that was required to get the favorable interest rate but was told they would not do that. I feel that this offer by the bank was deceptive and misleading and am hopeful that your intervention can produce a fair and equitable resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: USAA has the worst customer service. I could not get proof of insurance so I changed to XXXX. You call and wait on hold forever. I tried calling numerous times. They can't verify me since my phone changed to XXXX XXXX XXXX. I got an email today saying there was fraud on card. I tried calling in the morning. The automated syste. m would not verifty. I called again and got insurance. They transferred me to a XXXX who would not help. It is like the XXXX time trying to get in. XXXX them. They are hastle to deal with. They are a bunch of money grubing XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-12
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: USAA federal savings stated I opened an account on XX/XX/year> and that the balance is XXXX I have never took out a loan with this company they have threatened to repossess my property and my money I have asked for a proof of this but have not received any information in return please help me its harming my credit profile and really destroying my life and well being Im afraid that this is impacting my life drastically
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2024-02-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2024 I contacted USAA as I thought my DC may be compromised. They in turn disabled my DC and said they would ship one out by expedited shipping which still takes 3-5 business days to receive. I have one bank and it's USAA. So since they don't offer options on how we can access our money since they have maybe 6 - 7 brick and mortar buildings nationwide to do person to person transactions. In my case, my debit card was compromised, without another bank to do a bank to bank transfer which would still take 3-5 business days to process I am left without access to the funds in my account which should be considered criminal. They should not be able to limit a customer 's access to their funds by not having options for allowing me access to my funds just because my debit card was potentially compromised, yet they do not have any branches near me. Do not withhold the customers ability to access funds because they have an archaic business approach. They don't even have ATM 's nationwide, what kind of business limit 's its customer 's access to their money. It's asinine. When I brought up all of what I just said, their answer was 'You can transfer fundsXXXX ( move money to an account with an available debit card, ATM card, checks ) if you know someone you trust to give you the fund 's '. That is an incredibly XXXX way of telling customers how to access the funds in their USAA account, by finding someone you trust and transfer the money to them. That is borderline XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 51503
Submitted Via: Web
Date Sent: 2024-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This complaint/notification is two-fold! I tried to XXXX my friend {$750.00} using what I know to be his current phone number on the morning of XXXX XX/XX/2024. I later that day texted my friend to check his XXXX because I had not heard from him. He then told me he closed his XXXX account 12 years ago. I said oh no. I first looked up a number for XXXX and tried to call, and waited on hold for over 10 minutes to get no one. I then logged into my XXXX account to try to cancel and the XXXX website did not allow me to do that, but they did have a button on which I clicked to report a problem with the payment! XXXX supposedly opened up a case ( case # XXXX XXXX XXXX investigate!! I then logged into my bank, USAA, as this was my checking account, and I felt relieved because the money had not come out yet which told me no one had accepted it. It didn't even show it was pending, so I logged out thinking I was good. The morning of XXXX XXXX, I logged into XXXX to check status of my case because I had heard nothing! Surely, a fraud case or one that I reported a problem with, I would get a phone call or email, I would think pretty urgently, but no!! I logged into to XXXX to find they just closed the case, and it shows my money was sent to somebody with a very suspicious email, that does not belong to my friend, but they are using my friend 's phone number, ( XXXX ) with no regard for me whatsoever and said there was nothing they could do!! I then logged into my bank, and saw the money was pending for disbursement. I called USAA to try to stop payment, and they told me since it was pending, it is gone and they could not allow me to stop payment. They only offered the chance for me to stop future payments!! Of course I questioned, what's the purpose of the " pending then ''. No satisfying answer. She did not even try to help, but instead told me that I can dispute the payment once it is no longer pending. Meantime, I had to worry about this all day today and wonder who got a hold of my money and how between the two, XXXX and USAA, could allow this to happen!!! It is beyond me!! I called XXXX again today and waited to speak to someone to see what happened and why the case was just closed without regard or speaking to me at least. I spoke to XXXX ... XXXX ... I was on the phone with her for 10 minutes ; I explained exactly what happened, and she told me that she would have case reopened and do what she could to help and put me on hold ... she came back to tell me that a supervisor was going to call me right back. I said well I'm on my lunch break and asked when they would be calling, and she told me right after I hung up with her. That was at XXXXXXXX XXXX, and no one attempted to call me before XXXXXXXX XXXX. At XXXX XXXX, my phone rang ( no identification but instead a spam risk ) and by the time I answered as I have to step out of my office to take calls, they hung up. It is now XXXX XXXX, and no one else has attempted to call me. The one call that occurred at XXXX was probably not them because there was no voicemail left!! If it were them, they should've tried again until they got me when I'm out {$750.00} and instead of doing all they can to help me resolve this, they clearly could not care less!! I am beyond annoyed, frustrated, disappointed, and upset at their lack of care with this!! I have used XXXX as my source to transfer/receive funds for years as I thought it was safe and secure. I do not have or want to ever use XXXX. But at this rate, I will be closing my XXXX upon resolving this issue, and I am hoping you can help me get it resolved. I called the XXXX, and they informed me to go this method. By the way, I have logged into my XXXX again, to see if a case was opened or if I had any messages and I do not. I have heard nothing from them!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My identity was stolen and unauthorized accounts were opened with USAA and they will not remove it from my consumer report knowing it was unauthorized which is a violation of FCRA. There are also hard inquiries from XXXX XXXX and XXXX XXXX XXXX from Adverse Actions that should be excluded in Accordance with FCRA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30120
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thursday, XX/XX/year>, while attempting to log on to my USAA mobile app, the automated system could not verify my identity or information. Neither my PIN nor my social security number was recognized. Shortly after that, I contacted USAA to inquire about why this was happening. The agent then informed me that USAA was severing ties with me and would no longer provide me with banking services as per their depository agreement. She also informed me that the process would be completed in 60 days. I believe this is in retaliation for the complaints that I previously filed against USAA for not adequately addressing my fraud claims. Another thing is that the majority of my money is with USAA and the agent told me that they would issue me a check within the 60 days. I can not, by any means, afford to wait an extended period to receive my deposit funds. I am a XXXX veteran and, as previously stated, the majority of the money that I have is with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have a checking account and a savings account with USAA. I am currently experiencing XXXXl distress ; I have had a health emergency which has left me unable to work during my recovery and also made it ( at times ) difficult to communicate with financial services companies. A payment for a personal loan was automatically debited from my checking account, as would normally be scheduled, but due to my emergency and temporary loss of income, could not clear. I had specifically gone in to the USAA app and set my accounts to decline overdrafts. Instead, USAA debited my savings account, and caused the transaction to go through. I had expected instead the automatic debit to fail as " insufficient funds '', per my explicit and recent instructions, and I would follow up with the creditor myself. After I noticed this had happened, I started a customer service chat in the USAA app to ask why my savings were used to fund that transaction despite my preferences, and I found their " responses '' so exasperating that here I am, writing to the CFPB instead. I was told that, oh, I must not have understood that there were XXXX distinct overdraft settings available, both on the checking and savings account, and that if I actually wanted the behavior I desired ( to decline overdrafts ), that I would have needed to ( somehow know to ) _enable_ " standard overdrafts '', and then change some other setting. I find this preposterous. I have worked as a XXXX XXXXr and helped XXXX XXXX XXXX '', and I have sat in design meetings where people discuss " dark patterns '' and how to " trick '' users into doing something that a company wants that those users, if they understood what they were doing, would instead opt out of. And I am struggling to find an explanation for USAA 's behavior and design decisions that are not malicious.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94608
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was scammed by a job posting and they sent me fake checks and my bank Usaa is not helping me even though I reported and filed for chargebacks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00612
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' USAA is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' USAA the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely can not share this do not have my written consent. Please see attached file for my opt out request. Any and all consent to XXXX, XXXX, USAA whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' The last credit card statement doesn't show how can I use this option to opt out. Please see attached file. USAA never informed me of my right to exercise my n ondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. USAA, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services. With the date of XXXX XXXXXXXX XXXX And as stated in CFPB claim : XXXX Also the previous CFPB claim : XXXX, USAA stated the following : " The USAA FSB credit bureau reporting policies apply uniformly to all members without exception or opt-out. '' The statement above is refusing me to opt out and it's against the law that I referenced above. Here is their statement on CFPB claim : XXXX Company 's Response We are responding to the concerns you outlined in your correspondence to the Consumer Financial Protection Bureau regarding information USAA Federal Savings Bank ( FSB ) is reporting to consumer reporting agencies ( CRA ) about your accounts. Our Bank Member Advocacy ( BMA ) staff thoroughly reviewed your account history via documented actions, bank systems, and a non-inquiry consumer credit report. Records show you have three USAA credit card accounts. The USAA Credit Card Agreement ( Agreement ), which you accepted when you activated and used the accounts, states, in part, You agree that we may also report information about the Account to consumer reporting agencies. We may report information about the Account in the name of any Cardmember or Authorized User. Information we report may appear on the credit report and may impact the credit score of any Cardmember or Authorized User. The Agreement further stipulates, We must receive payment of at least the Minimum Payment Due by the Payment Due Date disclosed on your billing statementYou must follow the Payment Conditions that we provide to you on your billing statement. Payments you make after the due date are considered late and reportable. USAA FSB provided the Agreement to you when you established each of your credit card accounts, and it is available for review at usaa.com. The USAA Privacy Promise also discloses USAA can share your private information with the CRA. USAA provided the Privacy Promise to you when you established your credit card accounts. USAA also sends the Privacy Promise to members on an annual basis, and it is available for review at usaa.com. The USAA FSB credit bureau reporting policies apply uniformly to all members without exception or opt-out. XXXX XXXX, BMA confirmed that USAA FSB managed your credit card accounts within established policies and procedures and the terms and conditions of the Agreement. BMA also confirmed USAA FSB is accurately reporting your credit card accounts to the CRA as required by the Fair Credit Reporting Act. Furthermore, your open/active credit card accounts do not meet IRS requirements for a 1099-C. We are unable to substantiate any wrongdoing or error. Therefore, we respectfully decline your request to retract the accurate information USAA FSB is reporting to the CRA about your accounts, and compensation is not warranted. Notwithstanding, BMA identified your unclaimed credit card rewards balance. To redeem your rewards, please visit usaa.com or contact our Member Service Representatives at XXXX for assistance. We trust this clarifies USAA FSBs position and actions, and we appreciate the opportunity to respond to your concerns. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank. At any moment of my previous claim : XXXX I never refused to pay at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A