Date Received: 2023-05-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This morning XX/XX/2023, I called USAA to start the application process to purchase my first home. My dad is an XXXX XXXX vet, and he lives with me so I care for him. My twin sister and I are trying to buy a home so we can stop renting as my dad is on a fixed income and rent keeps going up. I spent 58 minutes on the phone with XXXX XXXX - mortgage ID : XXXX and he never one time said that my XXXX file needs to be unlocked so we could proceed. Once we got to the permission to run credit, he then tells me that my file is locked, he's denying my application because my file is locked because USAA doesn't like locked credit files. I told him, " sir, the amount of credit fraud that happens and with XXXX leaking my information a few years ago, I am entitled to lock my credit file to ensure I am not a victim fraud. Can I just unlock my file now so you can run the credit? '' He said, " no the application is denied and you will have to start all over. '' I told him, '' I would not is ton the phone with another person going through this entire process again. Can you at least save my application? '' He said, " no, USAA executives forbid saving applications and require customers to go through the process again. ''
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: USAA has stopped me from using the Visa but continue to charge me interest and report negatively to my credit bureaus
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 775XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Filed dispute XX/XX/17. Bank asked for more information ( not clear on how to submit ) and I submitted the information. Purchase was from brick and mortar and bank denied dispute because i put the item received date was the same as item purchased. I called back to get a clearer answer and representatives said they would flag it for reopening at this time I also submitted photos supporting my claim. A week later my temporary credit was removed and I called again. Again I was told the dispute would be reopened. It was not. Letter in the mail gives reason as not submitting requested information. Even the representatives on the phone were confused as to why when I called back in. They stated all information was there.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received a call on XX/XX/2023, claiming to be my bank. They said there was fraudulent activity on my card that was declined and wanted to confirm that with me. I told them it wasn't me. Before changing any of my information they needed to verify my identity. They then asked for my basic information, they were able to deposit a mobile check for {$10000.00} that I wasn't aware of, and they asked me to send out {$2400.00} to see it get declined until it went through. They said there was something wrong with their system and they would need to get back to me and hung up. About 20 minutes later I got another call from my bank 's phone number and they wanted to ask me about the check that was deposited. I told them I just got a call from them and I explained to them what happened. They told me that was a fraud call claiming to be them. They told me I will not be held accountable for any fraud that takes place and told me to change my information ASAP and they will get everything handled. The {$2400.00} that the scammers told me to send out was not taken out of my account until XX/XX/2023, which was 2 days after my bank knew of the fraud. The bank knew that the {$2400.00} that was going to be withdrawn from my account was fraud so why did they allow the money to be withdrawn from my account? They did issue a credit to me for the {$2400.00} while everything is investigated. Also, the check that was deposited into my account was actually for {$10000.00}. The scammers only deposited {$10000.00}. The bank then credited my account for the remaining {$330.00}. Again, they knew the check was a scam but still deposited the difference into my account. Furthermore, why was a hold not put on this check? My balance was well below that check amount so I believe the bank failed to follow their procedures on check holds. If they had put a hold on this check this would never have happened. Most importantly, the check was not even made payable to me. The scammers were able to deposit this check by mobile deposit into my account, then were able to scam me into transferring some of this money out. All the while the bank never noticed that the check was not payable to me, and no hold was placed on this check, and even deposited the remaining {$330.00} into my account. During this time that this was being investigated I called frequently to ask the status of that money in my account. My account was also frozen multiple times during this period. I was not able to withdraw money or make payments or purchases. I would call and be told the fraud department was looking at my account and it would be a few days. This happened several times within the last 2 months since this scam happened. One time that I called, the representative put me on hold and was talking to another colleague, I was told it was a real check and they contacted the other bank and they are just waiting to hear back from them. I received a letter at the beginning of XXXX that the {$2400.00} is not fraudulent because I authorized the transfer of that money with my face ID. After taking out the credit they locked my account because I was under the amount of the check so my money was in credit-only status. I had to call to unlock it multiple times and then the fraud department put a block on it so it can't be opened. One person I spoke to told me the check was in fact fraudulent and when it bounced I would be in a negative status. I have talked to over 20 different people at that bank each time is about 45 minutes to an hour and all they have is notes to go off of. The actual fraud department that looks over the cases and makes these decisions doesn't have a line to transfer to so I can not be transferred to anyone in that department. I put in another request for them to overrule their decision of me being at a loss with a XXXX, a XXXX XXXX, on XX/XX/XXXX and she said it would take 3 business days and she could contact me back. I didn't hear back from her. On Thursday, XX/XX/XXXX I contacted her extension and left a message multiple times. I still have not heard back from her or anyone at the bank.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78501
Submitted Via: Web
Date Sent: 2023-04-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am writing this letter of complaint regarding USAA Federal Saving Banking practices with regard to its customers. Both my spouse and I currently bank at USAA. We hold various accounts, such as CDs, savings, credit/debit cards, and checking accounts. We can not access or lockout our accounts because we refuse to provide our personal financial, political, or governmental affiliations and/or wealth information. We firmly believe the requested information from USAA Federal Saving Bank every year goes beyond the Anti-Terrorism Laws and KYC regulations. We have requested that USAA Federal Savings Bank provide us via US Postal Service with the written documents of the requested information, which they need to verify. Still, they have yet to provide us with such information in written format, not electronically. Since we have no access to our USAA Federal Savings banking accounts, to included both checking and savings online or via our phone apps, we are unable to meet our everyday needs and financial obligations, such as our mortgage payments, utility bills, auto loan payments, home mortgage insurance, auto insurance payments, along with various credit card bills and food needs. The action taken by USAA Federal Savings Bank has caused serious emotional distress and financial hardship as a XXXX service veteran and for my immediate family by blocking or interrupting services access to my banking accounts held at USAA Federal Saving Bank. I will note that no other banking institutions, such as XXXX XXXX XXXX XXXX, XXXX XXXX XXXX or XXXX XXXX, or XXXX XXXX, have requested or sought the kind of personal financial information that USAA Federal Saving Bank is demanding from us. I have spoken with XXXX XXXX XXXX at USAA, I advise her that my address, date of birth, XXXX, and Personal Identifying data are current and correct. I informed her I was not comfortable providing additional personal financial information and that I believed this information would be used for marketing purposes and not KYC regulation. She advised that the information would not have to be provided if I am not comfortable providing the requested information. I also informed her ; no other financial banking institution has ever asked me to provide such personal financial information as USAA demands. As also informed her that the letter from USAA threatened adverse actions regarding our tax and credit reports. We do not subject to any XXXX 's reports or subject or accused of violating any US financial regulation laws of any kind. As also informed her that the letter from USAA threatened adverse actions regarding our taxes and credit reports. We will note that I received harassing calls to provide this information or constant notification on our USAA phone app and online USAA app. I am seeking immediate assistance regarding this matter. If you need additional information, please dont hesitate to contact us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08005
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XXXX I was scammed out of XXXX from a online scammer and manipulated out of my money by someone claiming to a landlord I reported to my back and they reversed the charges but today they placed all the charges back to my account putting it in the negative and causing tremendous grief to my life I need help on the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/2023. I am being denied access to {$110000.00} of funds in my checking and savings accounts and permanently locked out of my account with no recourse after moving back to the United States because I have a new phone number. I am being told its for my own protection. I have been a member of USAA for 26 years. I am a military veteran and dependent. We are on military orders to move from XXXX to XXXX XXXX, XXXX After arriving in the XXXX , I called USAA to ask how to wire money from my account to buy a car. I was told they could not verify me because my phone number changed ( XXXX phone numbers do not work in the XXXX, they apparently do not know this ) They would not verify me through security questions or my online password as they always have in the past. I was told to call back for verification and security questions. I called over and over for about five hours until I realized they just locked me out of my account. I was never asked any security questions nor asked my password. When I offered every bit of information I could think of they just kept telling me their computer had No security questions for me. They repeatedly told me there was nothing I could do but get a code from a text they sent to my XXXX phone number which I no longer have. They would not give me the option to send the code to my email. I can not access about {$110000.00} of my own money and I have no recourse with them. I need help, I have no money, and my husband is still overseas for two more months. This bank should be investigated for theft of funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have tried and tried to get all of my banking account, savings, checking, cd 's, and an irrevocable trust account information from USAA. They will call and leave a message and when I call back I get a message and then back to ground zero. This has now gone on for far to long. I only found out about all of this fraud when the account was basically empty. They treated me horribly. My grandfather was one of the original 300 members of USAA. I need to get some resolution. I need all of my records because these were stolen by the thieves, my mom and brother.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
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: I was stationed in XXXX XXXX in XXXX of 2022 in XXXX a purchase was made on my USAA card fraudulently in California for less than {$100.00}. I had not used the card in years so I didnt check it often and because I was now overseas my mail was really backed up so by the time I received paper bills I saw a past due payment. USAA looked into it and deemed it was fraudulent and refunded my money about 4 months ago. At the time I was told I would receive a letter stating that I was a victim of fraud and I was not responsible for the charges. I never received the letter and hired XXXX credit monitoring to dispute the claim on my credit and it was returned stating there wasnt fraud and I was responsible. Immediately after I contacted USAA credit card department and after 2 hours on an international call I was told they addressed the problem with the paperwork and it would now be fixed and removed from my credit report. I filled a dispute again through XXXX and three weeks later the dispute came back the same as the first time. I will be returning to the United States in 3 months and I will need to purchase a vehicle and a home, I need my credit report fixed as soon as possible so I can prepare my family to execute orders back to the US.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Starting on XX/XX/2023, I have had multiple fraudulent deposits entered into my accounts and then reversed out to an XXXX XXXX or the checks were returned, therefore causing my checking account to now be negative. 6 bill payments were fraudulently reversed to XXXX XXXX Mortgage and XXXX XXXX XXXX dating back to XXXX that I did not authorize. I can get no assistance from USAA on this fraud activity. They continue to state that I personally did all of these things.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 473XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A