Date Received: 2023-04-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA checking account ending in XXXX Deposited a check personal check from my XXXX XXXX XXXX XXXX XXXX XXXX in XXXX on XX/XX/23 for {$3000.00} funds were initially posted immediately On XX/XX/23 I attempted to use my debit card & it was declined. I called usaa & was told a hold was placed on my deposit and funds would now not be available until XX/XX/23. I asked why & was told due to a returned deposit from that -which I didnt have On XX/XX/23 the {$3000.00} check cleared my XXXX account XXXX I called usaa on XX/XX/23 informed the check was paid on XXXX and asked if the funds could be released now or next day. The rep was helpful -said she contacted the back office at usaa and was told nothing could be done until XX/XX/23. I asked doesnt usaa get notice that they check was successfully paid she said they dont So now Im stranded out of state with no access to my {$3000.00} deposit -account is now overdrawn -transactions are being rejected -I cant pay my bills Why cant usaa confirm with XXXX the check was paid rather than wait until XX/XX/23 Rep told me theres a reg CC hold on the check Issue XXXXFraudulent XXXX transactions from my USAA account ending in XXXX XXXX XXXX XXXX were made from my account on XX/XX/23 My cell phone was lost or stolen while at the gym I did not make these transfers -no knowledge of this person who recieved my funds XXXX XXXX I filed a police report with XXXX XXXX police department Report # XXXX XXXX XXXX XXXX I uploaded to USAA customers have no way of speaking to anyone In the fraud /security department to get status updates & no one has contacted me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I am the owner of a small vehicle dealership in XXXX XXXX, North Carolina ; All City Auto Sales. On XXXX, a customer came to purchase a vehicle for {$41000.00} and presented loan approval documentation from USAA Federal Savings Bank. We contacted USAA, and their representative verified the validity of the loan. USAA even stated that this customer is eligible to add a warranty onto the loan. On XXXX, when we contacted USAA to notify that that we had not been funded, and they indicated that they would not be moving forward with the loan. USAA stated that they could not give us any details as to why or what had changed, citing member privacy. One representative eventually acknowledged that this was due to fraud, then stated that we were not supposed to be informed of that. In the days following, I learned that XXXX XXXX XXXX has scammed multiple local dealerships, using USAA paperwork and under his same name. He has been arrested and charged with a number of felonies, including ( but not limited to ) obtaining property from by false pretenses, firearms charges, uttering, and receiving stolen property. I spoke with several people representing other local car dealers ( XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX XXXX and they expressed a shared frustration with USAA for lack of transparency and cooperation each time this has happened, as well as USAA verbally validating loans over the phone, then refusing to take accountability for the financial loss incurred, leaving the auto dealer at a loss. On XXXX, we learned that the vehicle was being held at an impound lot due to being crashed the day after the customer took possession. We retrieved the vehicle and brought back to our lot. XXXX we contacted USAA and were again told that they would not be moving forward with the loan. USAA rep, XXXX, declined to share information, citing confidentiality of company policies and procedures as well as customer confidentiality. I offered to unilaterally share information that we have gathered ( we have spoken to multiple other dealerships in our area- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and learned that XXXX XXXX has done the same thing at those dealerships, using his same identity as well as the same USAA loan paperwork ). I told XXXX that we share a common interest with USAA in halting this person from doing this again. XXXX stated that she declined for me to give her any details regarding this situation or individual. I am concerned that USAAs conduct is at best, negligent, and at worst, demonstrates complicity in this scheme, by withholding key information when dealerships call to validate the loans made by XXXX XXXX XXXX. Dealerships have been left with no recourse and USAA has yet to take accountability by being evasive, rather than cooperative. To our knowledge, USAA has yet to take legal action or steps to attempt to flag XXXX XXXX in their own systems as not being eligible for a loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A fake business put money into my account and sent to someone and now my account is- {$300.00} and I have already put a report out for the job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: Good afternoon so I bought a XXXX XXXX XXXX in XXXX. I was doing great but in XXXX I ended up getting a divorce and situations started changing. In XXXX I had to have my transmission rebuilt because it was going out XXXX paid for it as XXXX was still under warranty. In XXXX of XXXXthe car acted up through every code so I took it to the dealer but they said since it was at XXXX miles it was out of the power train warranty. I had paid for an extended warranty but was told to agree to pay XXXX out of pocket if the extended warranty didn't cover the new engine I needed. This is my soul sorce to work ect. When I talked to usaa about XXXX financial hardships the fact that my ride to work wasn't running they told me to catch the payment up 100 percent or it would be repossessed. At rhis point I had ended up putting an entire engine in it. It's still not working and with usaa not being understanding or helpfull the wrote off the car. Wich has put me at risk of loosing my rank my full time job and I still don't have a running vehicle. Please if you can assist I could use the help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX I took out a loan on a used vehicle and made my payments i also paid for credit protection on my loan incase i should become XXXX or something should prevent me from making my payment. In XXXX I suffered a XXXX XXXXXXXX and spent time in the XXXX and fell behind on my payments. The credit protection I paid for was not honored and I was harassed for my payments. I paid up what I was behind so that there was no past due balance owed the financial institution I acquired the loan from USAA accepted my payments then sent a towing operation out to repossess my vehicle. The tow operator trespassed on private property to take my vehicle which constituted a breach of peace. He tore the whole front end off my car in the process of him removing it from my property. USAA sold my vehicle at an auction for less than it's value due to the damage inflicted by the incompetent tow company XXXXXXXX XXXX Since XXXX USAA has been trying to recoup their loss of value from that damage from me after I had already paid over XXXX dollars of the XXXX that the original loan was for. At that time I had a XXXX credit rating which they have trashed. I now have a XXXX credit rating due to their incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: A few months ago, I closed my USAA insurance accounts because they claimed on several occasions that they did not receive my payments. Unfortunately for me every time they claimed to have not received a payment, I was charged a {$15.00} late fee. So, after several years of USAA losing my payments, I decided to change insurance companies to one who could properly process my payments without losing payments. After closing my accounts, USAA claimed that I owed them {$15.00}. The next month they claimed that I owed them {$30.00}. Enough is enough, I want them to stop contacting me and go away. I do not owe them anything. They can pay their own {$15.00} late fees from here on out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This is a continuation of complaints XXXX and XXXX. I still have not received the refund I am owed even though it was promised by XX/XX/2023. I tried calling XXXX ( extension XXXX ) who had previously reached out to me but he did not return my call even though I left him a message. I'm honestly embarrassed for USAA that this still hasn't been resolved. I'm marking this complaint as public so others can see the utterly shameful way USAA has failed to address this issue despite repeated promises to do so.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MI
Zip: 48168
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I mobile deposited a XXXX XXXX money order into my checking account in the amount of {$490.00} into my USAA checking account. Upon depositing the money order, {$200.00} was made immediately available for withdrawal. I sent the {$200.00} to a high yield savings account at another bank using XXXX. A few days later, on XX/XX/XXXX, I could not log in to my checking account. Upon checking my email, I got a message that my account was being closed, but no reason was provided, except that " USAA has decided to terminate our banking relationship with you ''. I called USAA multiple times, but they said that nothing could be done. Calling XXXX XXXX on XX/XX/XXXX confirmed that the money order had successfully cleared on XX/XX/XXXX. I believe the account closure was due to suspected check kiting. However, XXXX XXXX money orders are normally considered guaranteed funds, and thus the money order would not have bounced. As there was no fraud involved here, USAA had no reason to close my account. A call to USAA customer service confirmed this.
Company Response: Company believes complaint is the result of an isolated error
State: OH
Zip: 455XX
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Check deposit {$100.00} from XXXX XXXX XXXX XXXX to USAA on XXXX. Never credited to my account. Deposits before and after XXXX credited to account. I have copy of cleared check. Called in around end of XXXX beginning of XXXX. Missing deposit case opened. XXXX notification that funds not found case closed. XXXX Called USAA again, per Rep. Check found, and account it was deposited into. Not my account. XXXX called today told no check found. XXXX terminated.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 29418
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On Wednesday, XX/XX/2023, I explored obtaining a secured credit card with USAA. I reviewed ALL of the available detailed information on their website for the USAA XXXX XXXX XXXX Credit Card. USAA disclosed that funds for its secured credit card must be deposited into a certificate of deposit ( CD ). After reviewing the detailed information, I immediately explored their CD rates and noticed they offered a fixed 9 month CD at a rate of 4.50 % APY ; it was a no brainer that this was their highest yielding CD product and my preferred choice. I had {$1000.00} sent to my USAA account via XXXX then proceeded to open the 9 month CD via the mobile application. After opening the CD, I began the application process for the secured credit card. Upon being approved, the application informed me funds arent available in my USAA checking or savings account and I have until XX/XX/2023 to have funds made available. I contacted USAA credit card department and was informed I had opened the incorrect product and I would be transferred so that correct CD product could be opened and the old one be closed. I then spoke with a representative in their closure department and was told I was being transferred because they could simply have the CD converted into the correct CD product. Once I reached the department who would allegedly perform the conversion, I was told that was incorrect information and the CD would have to be closed so Ill be transferred back to the closure department. I then asked the representative to please explain that information to the representative Ill be transferred to considering I was just informed by that same department something totally different. Landing back to the closure department, I was then told since funds are coming from an internal account I would have to wait 7 business days so funds could be verified by the FDIC. This was alarming because this is normally the case for retirement or investment accounts. The representative then proceeded to tell me that once funds are verified, Ill also be charged an early withdrawal penalty. I then requested a supervisor or manager. I was transferred to their resolution department who confirmed that the information the previous representative provided me was correct and theres no manager or supervisor I could speak with. I am filing this complaint because USAA deliberately failed to mention the specific CD required in conjunction with their secured credit card so such errors could be made and penalties could be charged. Even while opening the CD, USAA asks the reason for opening the CD and again they failed to have an option available that states, to fund a secured credit card so that such errors could be caught early on during the application process. Theyre failing to disclose such details in their advertising and marketing information for the sole purpose of having the ability to charge penalties with no remorse or waiver of the early withdrawal penalty. Consumers deserve to be shared the specifics XXXX ) to avoid such error and XXXX ) while shopping around with other financial institutions that offers secured credit cards were able to compare rate of return on the products our security deposits are held in. Additionally, theres no reason that cash should undergo a 7 business days verification ; especially when being transferred from an internal USAA account. If authentication of funds is the reason for the hold then funds should not be able to be used to begin with. I could have easily kept transferring the funds to other checking or savings accounts in attempt to hide the original source of the funds and no hold would have been required then. Again, USAA only reason for such practices and lack of transparency in their marketing and advertising of their secured credit card is to capitalize off their members and charge these penalties.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A