Date Received: 2023-02-27
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I considered opening a CD with USAA ; as I was going through the process I started getting presented with numerous consent forms. I became uncomfortable with what I was being " required '' to consent to so I decided to cancel the process. None of the consent forms appeared to provide an option to cancel so I navigated back to my account summary page. When it loaded, I noticed USAA had already withdrawn the funds for the CD from my account. I immediately contacted USAA customer service and explained the situation. I was told I needed to call back in seven days because my funds were locked and there was nothing that could be done. The following day I received a notice from USAA that I needed to sign additional forms and return them, and until I do so, any interest on my account would be directed to the IRS. This is directly from the noticed I received : " Your new Certificate of Deposit, or CD, account has been placed in backup withholding until we receive a signed Tax Certification W-9 Form. When placed in backup withholding, the IRS requires us to send them the applicable percentage of interest, rewards and incentives earned on all your accounts. '' A CD account should not be created, nor funds transferred from a customer account until all required forms have been received. Receiving an email stating I needed to submit forms indicated I didn't complete the process and the funds should have never been transferred. Today, XX/XX/2023, I contacted USAA as instructed to request the funds be returned. I again explained the situation and was told that the " agreement '' to open the account had already been signed and submitted so there was nothing they could do without me paying penalties to transfer the funds back. I was told to do so would violate Federal law. I explained that I had been presented with a series of consent agreements which I didn't complete so the funds should have never been transferred until I agreed to all consent forms. I was told that once I navigated into the series of consent agreements, I had already " agreed '' to open the CD account, despite not consenting to all of the agreements. The workflow process of the website is very deceptive and misleads the customer because funds should have never been transferred until all consent agreements have been agreed to by the customer. It seems as though the website workflow process has been intentionally designed to commit customer funds in a misleading manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: On XX/XX/2022 XXXX XXXX XXXX attempted to deposit XXXX $ into my USAA checking account from a XXXX XXXX ATM, when the machine malfunctioned and powered off. XXXX XXXX team members were able to verify this occurred via video footage. In addition it can viewed that I had {$1000.00} to deposit, and entire deposit went into the XXXX XXXX ATM. The branch manager sent a letter as a transaction record in lieu of an electronic record of deposit. USAA has not cooperated in the ATM deposit attempt, and has not attempted to resolve the situation. Currently have been waiting 3 months to receive my funds, USAA has given no feedback whatsoever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act. The List of accounts/creditors below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681 . XXXX XXXX XXXX XXXX, USAA Federal Savings Bank, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX have all violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : 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. 15 U.S.C. 1681s-2 ( A ) ( 1 ) 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32210
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XX/XX/XXXX USAA Federal Savings Bank sent me a text message about suspicious activity. I looked at my account a noticed multiple unauthorized transaction. I called USAA and let them know that I did not authorize or approve any withdraws or deposits that were not from Department XXXX XXXX XXXX accounting system. Since I have not used this account I believe USAA was hacked. The total amount withdrawn was around {$24000.00}. {$12000.00} was my balance on the account and {$12000.00} was overdraft. I spoke with a couple of the USAA representatives and let them know that I only deposit {$50.00} from every paycheck and {$100.00} from my XXXX XXXX check every month. I also told them that I have not used the debit card or activated. I was using the account to save money to help defray the cost of a future funeral for my parent. I also reiterated the account was not used other to deposit. As of that call I was locked from my account and could not no longer access. I called again and was told that USAA did not believe it was fraud and were not going to compensate me. I then asked to have them send me paper copies of my account and all correspondence thru the post office in paper because I could not get into my account because I was locked out. I was also told my account will be closed in 60 days and USAA would no longer do business with me. Then I called to ask about the status about my notifications. The person on the phone told me a fraud claim was not started and apologized. On XXXX XX/XX/XXXX I received a letter that my account was in overdraft status then on XXXX XX/XX/XXXX I received an email stating {$12000.00} was deposited as charge of for fraud. On XXXX XX/XX/XXXX I called and spoke about the {$12000.00} charge off for fraud and asked about getting my balance that was stolen. Again, the person on the phone told me I had received documents to my online account. I also re-iterated my account was locked and was not allowed to look at it. After XXXX minutes on the phone and asking to be transferred to the XXXX department, I was finally forwarded. I spoke with another person who told me that I was sent notifications to the online account. I let USAA XXXX know, I asked for everything to be mailed. I asked why USAA would not reimburse me. He said my fraud was denied and repeated what all the other clerks said. I asked how is it that an account that has not been used to best of my recollection since XXXX, never has any debits with {$12000.00} all of sudden is all withdrawn and on top of it they withdrew another {$12000.00} to put my account in a negative balance is not noticed or flagged. The USAA XXXX finally let me into my account so I could see all the notices, but said I would not get reimbursed. Please help me recover my account balance because my dealings with USAA are not going anywhere. Also I did file a police report XXXX XXXX XXXX and a FBI report at XXXX and sent it to USAA. I attached the banking statements which USAA has. If you need anything from me please let me know.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I received a text message that there was a USAA fraud alert. I texted back no and that same number replied saying they will contact me shortly. Basically what happened is that it was a phishing scam. And after I hung up I had an uneasy feeling so I called USAA through my bank application. They informed me indeed it was a scam and they took down my information locked my account while they investigated. So while they investigate the situation they gave me a provisional balance until they concluded their investigation. On XX/XX/XXXX they took back the money and sent me a notice that the transactions were not fraudulent because the vendor ( XXXX XXXX ) approved it. So then I reopened the investigation and in a couple of weeks they gave me the same answer. They Investigated this incident without once calling me to ask me what happened or what the scammers said. They could have asked me for the phone number that texted me. Screenshots of the texts I got but they didnt. They did not call me once not even when I asked them for a call back.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92399
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: USAA auto has not corrected the inaccuracies on the 3 credit reporting agencies. Balance, status, payment history all inaccuracies. According to the fair credit reporting all information must be 100 % accurate. 15 USC 1681 15 USC 6802 Obligations with respect to disclosure of personal information. The law requires disclosure allowing me the option to opt out of public information sharing. I have not received any disclosure as per the law. 15 USC 6801 Protection of non public information. Charge off status IRS considers charge off as income. Please remove this slanderous comment from all credit reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: USAA believe they can do whatever they want. I'm fully aware that USAA has been knowingly and willingly violating my rights, their own policy and federal law with their unfair, deceptive, abusive practices or services. USAA have been in the news over the pass recent years of paying out big financial fines from OCC, CFPB, FinCEN ... its a pattern of racketeering activities of closing deposit accounts, credit card accounts without seeking customers ' required authorization or providing timely notices. while speaking to multiple people and informing them of the multiple adverse actions and violations USAA continue to conduct. in the different departments because of the lack of being able to answer simple policy questions, concerns and more they didn't know their own deposit agreements and/or credit card holder agreement. this adverse action is something that violates my customer rights and federal consumer protection laws. the credit card account limit ( {$8000.00} ) was decrease in the month XXXX of XXXX to ( {$2600.00} ) in the month XX/XX/XXXX, after making a {$7000.00} payment which didn't violate any policy or agreement. that adverse action in changing the original terms cause my credit score to drop drastically. on XX/XX/XXXX USAA closed my credit card account which is another adverse action according to 15 USC 1691 ( d ) ( 6 ). I received a phone call from USAA attempting to collect an alleged debt stating that the account is past due and the account was close on Wednesday, XX/XX/XXXX. I stated that I sent over a ( via ) fax, through the electronic portal a revocation of debit ( especially ACH debits ) attached to any account associated with my name with USAA, but they ( USAA ) continue to debit my accounts that only for electronic payments ( by definition according to 12 CFR 229.2 ( p ) means a wire transfer or an ACH credit transfer ). what I noticed is that USAA will conduct the " electronic payment '' that can not be returned once the payment is ( actually and finally collected ) makes it final and " irrevocable '' which I will upload the evidence of the completed payments from their portal access. by their unfair, deceptive and abusive practices they will run that same amount on the same day as ACH debit payment ( which can be returned for multiple reasons ) ... which the accounts I used to tender those electronic payments were deposit only account to process " electronic payments '' and not any form of debit payments. hence why I revoked authorization to stop debiting my accounts for that second payment each time. I submitted a stop payment order according to 15 USC 1693c and over the phone they said it will be honored but never was. I made multiple payments since then and USAA continue to process the electronic payment and ACH debit payment which is two complete different payments and causing my credit card account to not be available to use for personal and household use. I spoke with multiple representatives while they kept passing the buck and even escalated to the executive office where I spoke with someone else. nothing was resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 233XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA believe they can do whatever they want. I'm fully aware that USAA has been knowingly and willingly violating my rights, their own policy and federal law with their unfair, deceptive, abusive practices or services. USAA have been in the news over the pass recent years of paying out big financial fines from OCC, CFPB, FinCEN ... its a pattern of racketeering activities of closing people checking accounts without proper notice and time to resolve the issues at hand. while speaking to multiple people in different department for the lack of being able to answer questions, concerns and more they didn't know their own policy of being 30 or 45 days for the account to be overdrawn before closing it. this adverse action is something that violates my customer rights and federal consumer protection laws. the checking account was closed on XX/XX/XXXX and found out on XX/XX/XXXX that was allegedly overdrawn for 30 days. I spoke with XXXX, XXXX and even escalated to the executive office where I spoke with XXXX. been a member since XXXX, and the alleged amount was {$3.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 233XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I bank with USAA and also have my home and auto insurance with them. Using their app I mistakenly paid 4 months worth of car insurance payments in two separate transactions that their system allowed me to double pay. The first payment of {$870.00} drafted on XX/XX/XXXX and then the mistaken second payment for the same amount drafted on XX/XX/XXXX. I spent 4 hours on XX/XX/XXXX talking to customer service reps in both banking and insurance and nobody would refund the money. They all claimed that 710 days must pass for the payment to clear ( when the banking reps could clearly see both payments had already cleared ). I contacted USAA again today XX/XX/XXXX and am still being told a refund can not be issued until 7-10 days, but when asked repeatedly when that was I was never given a date. Meanwhile my checking account has had XXXX activity and the bank is happy to collect and cause with my creditors additional fees! USAA insurance billing system should have alerted me as a customer that a duplicate payment was being scheduled rather than allowing that payment to be made and holding my money hostage for more than 2 weeks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76021
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: USAA FEDERAL FUNDING IS DAMAGING MY CREDIT FOR AN ALLEGED DEBT WITHOUT LAWFUL VERIFICATION. I HAVE ASKED THEM TO VERIFY THE ALLEGED DEBT WITH THE ORIGINAL WET INK SIGNATURE OR DELETE THE FRAUD! PRODUCE THE ORIGINAL WET INK CONTRACT OR DELETE ACCORDING TO THE FAIR CREDIT REPORTING ACT. THAT IS THE LAW. USAA HAS SOLD THIS ALLEGED DEBT AND ARE STILL REPORTING THE ACCOUNT WHICH IS ILLEGAL. DELETE THIS FRAUD FROM MY XXXX, XXXX, AND XXXX ACCOUNT IMMEDIATELY. THIS IS FRAUD!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A