Date Received: 2023-03-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I deposited a check from the US Department of the Treasury, it was placed on hold. The following morning, I awake to find out that the check was released, so it was a good day. I go about my day to pay some bills and what not, my debit card gets lock, it was still early but the chat function was open so I chatted got the card unlocked processed to try to pay a bill again, card locked again, chatted again, card unlocked, I was able to pay 2 bills before the card was locked again. Chatted again, unlocked again, tried to pay another bill card declined, This time I called, the XXXX said everything was fine there were some fraud alerts she cleared them and said everything was fine. I go try to pay for something else and once again it was blocked, I called again and the XXXX advised me that it was due to a check being deposited in my account, i asked her what was wrong with the check she said it was fraudulent and i asked how, she said because the note line didn't have my name in it and it had 'XXXX XXXX XX/XX/XXXX tax return XXXX ' ... which did not match my name and sent over a fraud request, well in the process the are closing my account and send the check back to the IRS due to it is a fake check, so she hung up on me and i called back and then she advised that an outside bank started the process by contacting them saying the check was a fraud, i then called the Bureau of Fiscal Services and was advised by a XXXX that was the memo line and the check in fact a good check. So now I have no money on the first of the month to pay bills or feed my family not to mention i am going out of town Saturday and they keep telling me 3 days for a resolution. I have no food rent is due and because the XXXX did not do her due diligence of checking/verifying the check I am in danger of losing my home car and not to mention my kids are hungry and I was going grocery shopping. No one at the bank can give me a straight answer, you can't talk to anyone outside the call center and they will only switch to other XXXX that will give you the same spill... I don't know what else to do or who to turn to. I have cried and cried and no-one at that bank is concerned or is trying to help me. I feel like I was singled out because of the amount of the check ( XXXX ) and who I am, a XXXX woman that got angry about her money...
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I was denied the loan at the fault of USAA because the lack of training of the USAA representative so I wrote a letter to the office if the CEO, I was referred to a resolution group, the manager to the office of the CEO ( XXXX XXXX ) only said the representative was reprimanded but granting my request of financing my vehicle after the representative mistake was not going to happen. I was at the table to sign for my car loan because I was told by one representative that I was granted an extension because of the vehicle was being built and it did not have a vin number. Once I was denied, my credit had to be ran between 5-7 times to try and find anyone to finance my vehicle.but my credit was destroyed after the multiple Hard Inquiries within so little time. I suggested to them to resolution manager to finance my vehicle with a very low interest rate and make my payments back to what I was offered to pay {$670.00} but I was denied the request by XXXX and instead checking what could be done, I was immediately shut down and no resolution was even offered but I left to pay a different bank {$1200.00} for my vehicle. I thought this entity was supposed to help veterans but instead not owning up ti their mistake and fixing the problem. Ive tried contacting them to speak ti a different resolution manager even when I made a request not to speak to XXXX XXXX but always ended up talking to her and left very angry. I also found out that I wasnt the only veteran that suffered from the pitfalls of USAA. Thank you Respectfully A very concern veteran
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21040
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: usaa removed fundes from my account alledged it went mortgage payment but it didn't in the process i am beimg forclosed on brcause the mortgage ha n't been paid but the funds left my account each mounth the fund werein some cases reversed why and why wasn't i notifyied are charge a return fee how could did this happen n since the va payment came monthly
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XX/XX/XXXX ~ {$400.00} XXXX XX/XX/XXXX ~ {$500.00} XXXX XX/XX/XXXX ~ {$500.00} XXXX XX/XX/XXXX ~ {$1000.00} This amount of monies was taken from my account by scammers who hacked into my computer and took complete control of my computer, and I had to have the XXXX XXXX from XXXX XXXX come into my home and I had to completely shut down my computer and not use it and cancel all of my appointments over the internet with my providers. They had also hacked into my cell phone and I had to call XXXX for them to do a scan and get things cleared up in my phone, as well. Because my bank says that I provided my PIN each time a transaction was done they say that I was part of the scam and they do not TOLERATE scams, and they took back the provisional monies that they deposited into my account and they refused to give me back my monies. This all started on XX/XX/2022, with me getting a call from scammers pretending to be XXXX, and them describing my printer and them telling me of a new program that they have, and I thought that it was a great program and I had no idea what I was doing, but I had opened the door and let them in and they put more than XXXX files on my computer and took complete control of my computer and I had to jump through hoops to get the control back from XXXX to prove that it was me. The real XXXX did contact me as the scammers had blocked their calls but after XXXX cleared my phone I talked with them, and they told me to go to the police which I did and they have everything locked in their headquarters as the scammers wanted me to destroy the cards that I had bought but I refused. I am not able to find the police report that they gave me, but the scammers even called me while I was at the police station, and they heard the call and told me to block them. I had the claim with my bank reopened as one gentleman told me it was obvious that I was not a part of what was happening and that I was taken advantage of but my bank still insists that I was part of the scam and they are refusing to refund my monies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The following accounts and their respective creditors are in direct violation of the FRCA laws put in place to protect me as a consumer in this country. I have contacted by phone, and mail addressing my concerns regarding these fraudulent accounts formed as a direct result of identity theft, and there was no response or solution given as far as rectifying my issues is concerned. Please see below the accounts/creditors referenced above. USAA Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX Acct No. : XXXX XXXX XXXX XXXX XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX 15 USC 1681 ( i ) ( 7 ) states that the consumer reporting agency shall provide to a consumer a description referred to in paragraph by not later than 15 days after receiving a request from the consumer for that description. 15 USC 1681 ( i ) ( 8 ) states that the deletion of the information should also come within 3 business days, and 15 USC 1681 ( i ) ( 8 ) ( a ) states that I must be informed by telephone of the deletion, which would show this bank is in direct violation. As Ive yet to be contacted via phone by any of these entities and they continue to report fraudulent accounts to my consumer file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The following accounts and their respective creditors are in direct violation of the FRCA laws put in place to protect me as a consumer in this country. I have contacted by phone, and mail addressing my concerns regarding these fraudulent accounts formed as a direct result of identity theft, and there was no response or solution given as far as rectifying my issues is concerned. Please see below the accounts/creditors referenced above. XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX XXXX Acct No. : XXXX Below are the following US Code violations these entities have committed. 16 CFR 681.1 ( 2 ) ( iv ) 16 CFR 660.4 ( b ) ( i ) 16 CFR 660.4 ( b ) ( iii ) 16 CFR 660.4 ( d ) ( 1 ) 16 CFR 660.4 ( e ) ( 1 ) 16 CFR 660.4 ( e ) ( 2 ) 16 CFR 660.4 ( e ) ( 3 ) 16 CFR 660.4 ( e ) ( 4 ) 15 USC 1681 ( i ) ( 7 ) states that the consumer reporting agency shall provide to aconsumera description referred to in paragraph by not later than 15 days after receiving a request from theconsumerfor that description. 15 USC 1681 ( i ) ( 8 ) states that the deletion of the information should also come within 3 business days, and 15 USC 1681 ( i ) ( 8 ) ( a ) states that I must be informed by telephone of the deletion, which would show this bank is in direct violation. As Ive yet to be contacted via phone by any of these entities and they continue to report fraudulent accounts to my consumer file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2023-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX and XXXX, 2023 my Rewards account was hacked and {$2000.00} was supposedly sent to my XXXX account. Nothing was ever received. On XXXX XXXX I noticed the hack and reported it to USAA who said they would investigate. On XX/XX/XXXX I spoke to XXXX who said I would get reimbursed (? ) I was not clear on what she said she would do but she said it would happen the next week. Shortly I saw emails from USAA Rewards coming into my XXXX account. Fortunately she called at the same time and I asked what was happening. She said I was getting the e-cards replaced. I told her to stop because I never ordered any cards. In the 25 years + I have never redeemed a penny from my USAA Rewards account. From the initial investigation to now, USAA says there was no fraud as the e-cards were sent to my email. I asked who ordered them and did they actually get sent to my email and where were they tendered? Only THE BANK knows and nobody can call them or email them or contact them in manner! If they thieves were able to hack my Rewards account, are they savvy enough to have them sent to another account that shows as my account? If I received the first e-cards, why would USAA send me another set? They would have {$4100.00} in liability instead of {$2100.00}! From the first conversation to the last, over 25 hours, I have stated that I never ordered anything from USAA Rewards. I dont use the merchants that the e-cards were for. I dont even know what or how to use an e-card! My USAA card says I am not liable for fraud but in person they say USAA Rewards is separate from USAA Visa credit cards and part of THE BANK which nobody can contact! I dont receive Rewards unless I use my card, seems like they are connected! If this happened to me, how many other accounts were also victims? If the trail says the cards were sent but not used, USAA is the winner! I want USAA to examine their system and find out how the hackers are accessing their credit card rewards accounts. I would like my account to have the e-card amounts replaced and have the confidence that it wont happen again. Thank you for your assistance! XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55117
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Throughout my career, I've had to make financial decisions to protect my home from foreclosure due to changing wages and jobs. When I changed jobs years ago, I was concerned with making my mortgage payment during the low paying early years with my then company and took out a home equity line of credit with USAA Federal Savings Bank, XXXX XXXX, Texas. I've had this line of credit drawn to some extent since that time and am now in the last few months of attempting to pay off the equity loan to USAA. With any other account at USAA, customers are allowed to set up recurring payments on the USAA website, which is mostly quick and seamless and allows us to manage our interest bearing accounts in a timely manner. However, with USAA HELOC payments, USAA does not allow us to set up recurring payments on their website but forces us to submit paper documents through the US mail in order to set up recurring payments. As many people know, these payments can be large, which requires payments to change from time to time, based upon changing financial situations. USAA blocks our ability to seamlessly change principle recurring payments because these loans are interest bearing loans and USAA benefits from actions like this because it makes it difficult for members like myself to change principle recurring payments. USAA allows only ONE TIME PRINCIPLE payments via their website but will not allow me to make a recurring principle payment, nor change interest payment accounts, on the USAA website. Today, the Chairman of the Federal Reserve is raising interest rates monthly and customers need a seamless way to change payments to HELOC loans. USAA is intentionally keeping this policy because this discourages those who are less capable for whatever reason that may be ( no printers, no access to computers, etc., ... ) from changing their payments for their benefit. If USAA can put obstacles like required paper documents having to be mailed to the banks headquarters in Texas, USAA knows that a portion of people will choose to delay this action or not to do this at all and USAA can capitalize on interest payments for these large HELOC loans. Today, I asked XXXX in the USAA Home Equity Loans Department why USAA does this and her explanation was to simply tell me the name of my Home Equity Line of Credit account as if the type of account was justification alone and with no explanation at all of why this is mandated. When I explained to XXXX the reasons why USAA is doing this to customers, her only reply was to state, " I don't think that is the reason why ''. When I asked her why she had that opinion, she admitted that she had no reason why she would say that, that she wasn't going to tell me why she thought that and was simply blindly backing USAAs decision to block our seamless ability to change HELOC recurring payment changes on their website. This action by USAA is not due to any local, state nor federal rules nor regulations nor laws and is simply being done to make more money from their members ... something they routinely state that they do not do. It is a corrupt practice and needs to be changed so members can immediately and seamlessly start or change HELOC recurring principle and/or interest payment details. USAA allows for automatic payments of many kinds : Automatic future payments of their VISA card balances ; third-party automatic recurring checking payments outside of USAA ; and on the USAA Pay Bills page, USAA allows members to both, " Set Up Automatic Payments '' and to " Modify Automatic Payments '', but when you ask to do this with a high interest yielding HELOC loan, USAA refuses to allow this to be done via the USAA website ... .. so they can make money off of the members, period. USAA needs to invest time, energy and money ( instead of the multi-million dollar contract paid out to XXXX superstar XXXX XXXX, one of the most famous and wealthy XXXX players in recent history for the most recent and well known membership add on national TV ) in order to provide a means by which members can both initiate and modify recurring principle and interest payments, just like they've done for almost every other account on USAA.com. This is a gross mismanagement of USAA members funds- paying millions to an extremely wealthy XXXX superstar rather than making programming features available to members, which will save them time and money. And this is an obvious tactic to abuse members for revenue instead of a seamless and service based experience. There simply is no regulation which prevents members from paying off HELOC loans seamlessly through the USAA website. USAA is simply doing this to extort money from their long time members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: **FOR THE RECORD **I have never filed a CFPB complaint about my USAA Checking account. My previous complaints with USAA involved savings and fraudulent investment accounts. If my complaint isn't processed I will have to elevate this matter to the Dept of Justice. XXXX XX/XX/2023 USAA Locked my checking/debit card account due to suspected fraud against my account. At the same time USAA continues to conduct normal business involving my checking account by allowing automatic withdrawals to continue and assessing late fee for unpaid bills normally paid by the same checking account. I'm currently XXXX in the XXXX and I travelled to the US Embassy to place a phone call to USAA. When I reached the service representative I informed her that I was calling from the embassy and we proceeded to conduct ID verification all the way to providing my SSN the she ended the call. Every attempt to unlock the account through the USAA portal has been blocked or deactivated. There are specific Q & A 's built into my profile for this exact purpose that I can not access. I made reference to this problem two weeks in a follow-up to a congressional inquiry. This is the second occurrence in as many months that USAA has locked my account at their own discretion. I am extremely concerned that there is something more sinister involving USAA. There is absolutely no justification for USAA to lock my account for essentially the entire month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a dispute on a charge as soon as I found out there was an issue. I was notified via XXXX XXXX who XXXX contracts with that the rental we reserved was no longer available a few days before we were supposed to be going to XXXX with our children. This caused us to spend XXXX of dollars to make last minute changes. We booked the hotel months in advance and filed a dispute immediately after trying to resolve it with the merchant. USAA accepted the dispute on XX/XX/2023 and told me there would be temporary credits posted to the account within 10 days. This never happened and after 7 phone calls to the bank I finally had to file a lawsuit just to get someone to call me back in late XXXX. They then closed the dispute with no communication and reversed the credits they placed on the account on XX/XX/XXXX they state because it was not handled within 60 days. THEY did not handle it within 60 days.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AK
Zip: 99515
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A