Date Received: 2023-04-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am unable to transfer funds from my USAA checking account to an already linked and approved external account. I've been able to previously transfer funds to this account, so I know it worked at one point. I always get an error message saying I can only transfer less than {$35.00}. I have called in multiple times, chatted, DM 'd USAA on XXXX. Via phone, they just bounce me between departments and say it's another departments responsibility/area. I have contacted USAA several times within the last few weeks. I've tried via a laptop and my phone, neither work.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Lost or stolen check
Subissue:
Consumer Complaint: I tried to deposit a cashiers check to my USAA savings account via their mobile app on XX/XX/2023. There was a error that occurred during the deposit and the deposit didn't go through but I had already voided the check because I thought the deposit went through. When I called to find out about the deposit I was told three different things from three different people at the bank. XXXX in the account resolution team told me to mail the check in. I mailed the check in. USAA has said they will not be able to deposit the check because it was voided. I requested the send the check back to me and have been told multiple times that they are mailing it back but I have yet to receive it. I have called every day and talk to a different person and get a different answer. I need the check back to send to the XXXX XXXX that issued it so that they can replace it.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My insurance policy lapsed with USAA and because it lapsed due a report they obtained they refused to restart my policy unless I PAY THE ENTIRE 6 MONTHS PREMIUM as well as the past due balance owed I did say I would pay the past due but they want 6 months for the car insurance owed which is over {$2000.00} so in order for me to start again I have to give USAA nearly {$5000.00} which I do not have by them doing this to me I will be in more severe financial hardship unable to buy food and take care of myself due to a possible incorrect report they have received without my knowledge or consent to be used. The company will not work with the veteran even though they state they are for us they are making it hard for us to keep our policy in take after an accident that caused me financial hardship to fix my XXXX XXXX for my insurance denied the repair therefore I had to fix my TRUCK out of pocket over {$2400.00} on my own even though I had car insurance. The XXXX dealership explained that they did not say the things that the adjuster wrote and that was the adjusteXXXX and not them therefore not wanting to pay the claim and refusing to pay therefore causing me financial hardship on the repair of my TRUCK in turn causing my insurance policy to lapse. USAA has refused to pay the insurance claim and stated issues that the XXXX dealership did not say and refused to pay their claims leaving me in limbo with repairs and insurance premiums lapsed due to non payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I receive my bank statements from USAA by mail as I prefer this method of communication. When I wrote some checks I found out that my account was frozen. I was never informed by mail, phone call or email that my account was frozen. I called USAA and they explained that they had contacted me online. I told them I had my statements sent to me by mail and I do not like to go online. They said something about they had contacted me online about a signature card after my beloved wife had unfortunately passed away. I was told to send them a death certificate and that would be sufficient. I was then told by another person that I would have to hire an attorney and get some kind of form because I did not acknowledge the online thing about the signature card. Once again I told them that my statements were sent to me by mail and I do not check my account online. Why didn't USAA call me, send me request by mail or email about this to begin with. They can not only use online as my elderly people like myself prefer other methods than online. Why did they not contact me that my account was frozen by either calling me, writing to me or emailing me? This is no way to treat a veteran XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34238
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Federal Credit Report Act that USAA FSB is in violation of my rights under 15 USC 1681 Sec. 602. I reserve the right to privacy. 15 USC Sec 1681 Sec. 604 ( a ) Section 2 it also states that a consumer report agency can not furnishes an account without my written instructions. 15 U.S. Code 1666b -also state that creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. The Agency will never be able to corroborate the signature of a judge in a court order. Additionally, it is reporting inaccuracies on payments which has never been late. These negative items should be removed and/or deleted under 15 U.S.C. 1692g
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or around XX/XX/2023, I was contacted on XXXX by an individual who I had blocked as she sounded fake. She went by the name XXXX, telling me that she worked for XXXX XXXX saying that she could deposit {$9000.00} into my account and would only take {$4000.00} for herself and leave {$5000.00} in the account for me, it sounded too good, so that is why she was blocked. Also during that time, I was going through a breakup. About a week later, I received a phone call by a female, but didn't stay on the phone for too long to listen to what she had to say. I do not know if these events have anything to do with the following issues that I am reveal regarding USAA. The last time i remember PHYSICALLY having my card is on XX/XX/2023, when i used it at XXXX 's in XXXX while making a {$34.00} purchase and at XXXX XXXX in XXXX while making a {$47.00} purchase. After that the following transactions were credited to or debited from account, but the debits were already automatically approved to do so and without need for my card to be present : XXXX {$9.00} XXXX XXXX XXXX XXXX XXXX, XXXX {$21.00} XXXX XXXX XXXX XXXX XXXX XXXX, XXXX {$25.00} XXXX XXXX XXXX, and XXXX {$11.00} ( credit to cover the Visible payment ) USAA FUNDS TRANSFER CR FROM XXXX XXXX SAVINGS # XXXX XXXX XXXXThis was the last thing that I approved on my account before my check would hit on XX/XX/2023XXXX XXXX I spent the money that I get paid in that account, so there was no reason to go into the account again until pay day. The next time I went into the account was on XX/XX/2023. As soon as I opened the account, I immediately transferred my paycheck out of the account and called the bank. I reported fraud on my account and had my card shut down. There was a total of {$4000.00} in deposits made into the account and {$4400.00} debited from my account. The debits were placed at local places around me, INCLUDING a bank ATM - which I know has surveillance cameras, a store- that I know has surveillance cameras. I called USAA, spoke to numerous employees and explained to the fraud department this same thing, XXXX Bank has surveillance cameras, XXXX XXXX XXXX has surveillance cameras ; I pleaded with every employee I spoke with for them to please do their due diligence and their job correctly and contact the store ( s ) and the bank and get the surveillance footage and see that it wasn't me. I spoke with a man in the USAA Member Security Department who looked into the fraud transactions who saw that one or more of the transactions happened in Pennsylvania. I explained to every employee that the names were written on the back of the checks that were fraudulently cashed against the account were not even my handwriting. None of that mattered. Since XX/XX/2023, when this issue has started. USAA has stolen {$1000.00} from me to date. I have contacted USAA today and the only thing that the representative did for me was submit a complaint and apologize. I am over their apologies and I asked for someone who would be able to do something, not a complaint, because that would not do anything. I have been complaining for months now. They have also closed my account. I have attempted to change my direct deposits going to that account multiple times, but child support deposit still hasn't changed and they refuse to give me back the money. It seems to me that they really do not care about their members or the family 's of their members. I have been a member with them for over 7 years and have never had anything like this happen to me. I am appalled that they would treat one of their members, especially a long-standing member, like this. I am contacting my lawyer if this is not resolved by the CFPB.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Towards the end of XXXX, 2022, 2 mobile deposits were made into my account. I called USAA and flagged them as fraud with their service representatives. On the following Monday, I called back because my application on my phone was not working. I was transferred to a lady who said that I deposited the checks that were fraudulent and am responsible for all the funds while USAA was exercising their right to discontinue my banking. They took my XXXX XXXX check and refuse to talk to me. I have been hung up on NUMEROUS times. They say I need to be verified before answering any questions but I have been completely deleted out of their system. I received a bank statement in XXXX or XXXX saying they still owed me a small fraction of the money they took from me. Everytime I call about my refund I get hung up on. The physical location is in another state. I can not just go talk face to face. I have asked numerous times for copies of the checks to see where they came from and the signature on the back. I have yet to receive anything after 5 Months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73020
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have contacted USAA about 2 separate accounts opened in my name by someone else on three separate occasions attempting to just pay it off.They " can not verify '' my identity to allow me to make a payment. If you can not verify my identity to pay you then you shouldn't be able to verify the debt belongs on my credit report. I have tried to pay these accounts three times to no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06040
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
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: On XX/XX/2023, I went online to XXXX to purchase XXXX XXXX tickets and other amusement tickets in the XXXX area ( XXXX XXXX and XXXX ). The total was {$850.00}. When I tried to process the transaction it gave me an error saying that it was rejected by XXXX, XXXX unavailable and declined by processor. I tried one more time and got the same error. I then proceeded to go to the XXXX website to purchase tickets. They also use the same service ( memberdeals.com ) to process payment and got the same results. Since the transaction was declining I went ahead and purchased tickets directly with the amusement parks. On XX/XX/2023, I saw that the transaction actually was showing up on my XXXX card statement through USAA Bank. On the same day, USAA sent me a letter stating that they will post a temporary credit to my account while they investigate. They stated that they may contact me and the merchant to start their investigation. On XX/XX/2023 they informed by letter that they needed additional information from me about the transaction. Since I did not have any additional information and assumed that they would be contacting the merchant I did not provide something I didn't have at the time. On XX/XX/2023, I received a letter form USAA stating that they have denied the disputed because they did not have sufficient information to reverse the transaction .On that same day I contacted memberdeals.com and spoke to XXXX XXXX XXXX and he informed me that there is no record of a transaction taking place nor a payment from USAA in the Chase system. He sent me an email of our conversation where I sent the information immediately to USAA. On XX/XX/2023, I received another letter stating that there was not sufficient information to reverse the transition. I immediately called USAA and asked why. They informed me that the email did not have correct dates or transaction information. I instructed the customer service rep to review the email and she immediate communicated to me that the information was there. I demanded that they contact the merchant to resolve since this issue is not between me and USAA but the merchant. I demanded the credit on the account. The same day I wanted to insure that XXXX did not charge my account so I spoke with XXXX XXXX and she informed me that that they were unable to confirm the purchase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70809
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Lost or stolen check
Subissue:
Consumer Complaint: I called USAA for a cashiers ' check on XXXX for deposit on a new home. They confirm that it was delivered, but I never received it. Since the funds were already taken out, I now have no money for the deposit for the apartment and will become virtually homeless as a single dad with two kid, all because USAA will not own up to their mistake. They will neither assist with check cancellation or reimbursement for the funds, as their policy states clauses that prevent them from assisting me in any manner. I had asked them if they can assist by providing me the money so that I can pay for the deposit ( and when they cancel the check, they can deposit it to themselves ), but they are not willing to come to any compromise on this situation. This is my last resort to find any type of resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A