| 08/28/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
To Whom It May Concern, After marrying United States XXXX XXXX XXXX XXXX in XX/XX/XXXX, my husband and I naturally choose to open a joint checking account in XX/XX/XXXX with his already existing USAA account. We made the call together and answered all of the questions that were probed. My husband is the primary account contributor and account holder as I have a different bank. All was well until I received a call from USAA on XX/XX/XXXX during my lunch break at work. I thought this call was in regards to a flood claim that was denied, but the representative stated I had some missing information from my membership profile. I thought the call was very odd as they were requesting some personal financial information ( estimated net worth, annual income, etc. ) that was required by the Patriot Act that I answer. I was worried it was a scam so I decided it would be best to call them myself the next day. I first looked specifically at the Patriot Act ( 2001 ), Bank Secrecy Act ( BSA ), and Gramm-Leach- Bliley Act ( GLBA 1999 ). I learned two were designed after XX/XX/XXXX to help detect terrorism, money laundering, and illegal activities and the other to protect financial privacy. Turns out all that is required under Section 326 : Verification of Identification of the Patriot Act is : Name, Date of Birth, Social Security Number, ( to confirm they are a US citizen ), Address, and comparison with government lists of known/suspected XXXX activity ( usually referred to as banking systems ). This is in addition to record keeping as a requirement of the Treasury. All of which are used to verify the identity of the personwhich is understandable and I agree necessary. Yet, nowhere does any federal regulation however require financial information, despite USAAs claims. All of the following summaries below were direct recorded conversations, and I am willing to share them if needed. I am hoping to get confirmation that this information is required by federal law, and if it is not, I would like to take legal action against USAA as I believe it is a violation of my financial protection rights. What follows is quite extensive, but felt it imperative I be comprehensive.
On XX/XX/XXXX I called USAA myself to confirm their claim. The agent demanded the information was required by federal law by the Patriot Act and Bank Secrecy Act and that I was required to answer the personal finance questions. I was informed if I did not answer the questions the account would be closed or our assets frozen. I was confused why the needed information was not gathered when we opened the account and was uncomfortable about the questions as it didnt seem it was a federal regulation, so I requested to speak to a manager. The following conversation was with XXXX, of the executive resolutions team, as the senior advisor at USAA : I enquired, did I sign your privacy notice? After we determined it is never actually signed, in regards to my privacy, she checked and confirmed my privacy preference is share. I asked, What changed where you are now required to get my information since you didnt get it before as it is required by federal law? Or is it not required and this is just something that USAA is doing? She replied, No this is something that is required for secondary account holders by the federal law. So I inquired, When we opened the account you claim we used the primarys ( my husbands ) information and that has been sufficient for the last year. This isnt my primary account I have a different bank. So why all of the sudden now are you threatening to inactivate our account if I dont give you this information? If it wasnt required before what makes it required now? The only answer Ive gotten is that it is federal law ; so either you werent compliant with federal law and are now being required to get the information, or it is for your own interest. I would like to know what those interests are, what you are going to do with this information, if you are going to be sharing any of this information, or using it for rates or other data then I am required to view the privacy notice for you to do that. So I am confused. As I was not the primary account holder, I was told I was not allowed to get access to the information we provided when the account was opened. I would have to wait for my husband to be present.
In the meantime, I reached out to my personal bank on XX/XX/XXXX. They advised me NOT to share this information as it is not a federal law and could be shared. I decided to take another step further and speak to XXXX XXXX on XX/XX/XXXX, another Federal Bank to see if this information was indeed required by all other banks as USAA claimed. I spoke to manager XXXX and the conversation went as follows : I wondered what questions she would be asking us or what information would they need to open a joint account and she stated, IDs, maiden name, SSN, DOB. While they may have different policies, as for it being a law, all banks would be following it, as far as I know it is not considered a law. Even if there are financial questions that we may ask you for loans, credit card, or investment accounts, they are up to you if you want to answer. This confirmed my research that it was not a federal requirement.
Later the same day of XX/XX/XXXX, when my husband was home, we spent two hours on the phone to try and get some answers. First, was with USAA agent XXXX. In summary we challenged why this information wasnt provided when the account was opened, this was due to periodic reviews of accounts, the accounts who have not answered these questions are being notified they do need to answer the questions. We had wanted to view the paperwork when the account was opened, but she did not have the information because, we do not have that information to see. It is at the back office where they opened the account. We insisted to be transferred to them stating she would be right back with us. We waited on hold for over 45 minutes, with no answer and never spoke to her again.
On our next attempt we decided to call as if we were opening an account to see how that department would answer our questions. After talking to USAA representative XXXX, we were told I should be able to access any information even though I am not the primary contrary to what I have been told prior. XXXX stated we have to ask financial information as all banks do. After waiting on hold for another 10 minutes for him to review the notes, and the nature of our call he stated again, I do not have access to see the information or the answers that were provided when you opened the account. I work in XXXX and XXXX in XXXX XXXX XXXX. He did confirm that he was asking those same questions when accounts were being opened now : annual income, estimate net worth, occupation, etc.. He stated there are other regulations that require income information under customer due diligence under regulation D and various banking regulations. He was not able to send me information about due diligence so we were conferenced in to Senior with Executive resolutions XXXX ( CEO member relations? ) : XXXX tried to assist us in trying to figure out what information we provided when opening the account. She stated, let me explain to you whats going on. You would not have gotten this information when you opened your account. There was an enhancement to the Patriot Act last year [ XXXX ]. So, this year, all the banks have to comply with the enhancement of the Patriot Act. So those questions like your employment, your income, things like that. So those are a federal regulation now that banks are required to collect this information as part of the customer due diligence information to better get to know your customers ( KYC ) due to all of the terrorism, and things like that going on. We stated we thought we answered our annual income and other questions when we opened the account. She stated each person on the account needed to provide separate information even though we were married. XXXX directed me to the FDIC.gov website to search Customer Due Diligence ( CDD ) which I did. I told XXXX that my personal bank advised I do not give this information as they were not required to and she stated, well they will be. This is a federal regulation that went into effect. XXXX confirmed we started asking these questions this year, but the law went into effect last year so the banks now have to go in and get this information from account holders. I told her all that I could find in regards to the laws were name, date of birth, SSN, and she articulated, It will state other information on that website regarding the customer due diligence where you can ask certain information. On the website I saw nothing even closely related to financial information being required on the CDD update. We repeated to request to see what information was given upon opening of our joint checking account before we add to anything, in hopes to make any information accurate and true. XXXX then stopped answering our questions, and transferred us again to the back office that never answered the phone while hanging up. We waited on hold for 15 minutes to no avail.
The final call, was still on XX/XX/XXXX, was the checking department where we spoke to representative XXXX. Irritated she also couldnt access the information we provided when we opened our account so we could verify what information we already provided. I educated her this information was required by the Patriot Act to be kept and maintained for 5 years. We were then compelled to be transferred to specialist XXXX for the next hour about the KYC and CCD questions. We exasperated explaining we were trying first to confirm what information they already had before adding more to it, then trying to better understand their requirement as it was not a federal law to provide financial information under the BSA, Patriot Act, or Due Diligence update. The conversation with XXXX on XX/XX/XXXX went as follows as is quite lengthy : I dictated Are you filing a SAR? I am not comfortable sharing the information as it increases my risk of identity theft, a data breach, you can share the information with credit bureaus, internal marketing, external marketing, joint marketing, and affiliates. I have not been told how this information will be protected, or how it is shared, or how you secure the information. I have been told I can not opt out, and it is a violation of the Gramm Leach Bliley Act of 1999 [ nor had I seen a privacy notice for XXXX ]. Until those questions are answered for me this is not allowed. She rudely exclaimed, So I will first say the majority of what you say is incorrect. It is absolutely required under the BSA and under the Patriot Act. Any large bank by FDIC regulation is required to abide by these laws. I agreed these are federal laws, but that financial questions are not apart of those laws. She stated, Yes they are Maam. I quoted section 326 of the Patriot Act, and she ignored it. She was able to confirm in the notations that they had my employment information, physical address, your social security number, date of birth, citizenship, and your full name. That is what we have on file. I stated that my annual income is not a requirement of a federal law as they are already able to verify my identity by the Patriot Act. She stated, yes, it is a requirement and I will agree to disagree. I requested to speak to legal to learn how they will protect and share and secure the information and opt me out of sharing. Id like them to show me the privacy notice from this year or you are not getting the information. I would like to speak to legal to hear on the record what they will do with the information to protect and secure it and opt me out of sharing or I am not going to answer. She replied, okay then your account will be closed. Our legal department does not reach out to customers regarding this matter because it is a standard matter and you absolutely are required. I stated, no other banks Ive spoken with are requiring this information and that is not true. She stated, that is it true and I dont need to speak to your banks as that would be a waste of my time. This conversation is not productive and you have received the same information from five different people. After threatening to end the call, she exclaimed, you have your opinion and it is not factual. I apologize if you disagree but that is not going to change the federal regulations.
Instead of her ending the call, I stated there was something else she could help with in regards to why if this requirement came out in XX/XX/XXXX, why we werent asked upon opening the account in XX/XX/XXXX. She held there was an internal audit around the time we opened our account and found there was information that they did not have on file as I have already told you. It did not go out in mass issue to members as it would have overwhelmed their system and call volumes. It has just taken this long to get to my name. They have to go through all of their records from the XXXX, XXXX, and XXXX and so yes we have had to do that in groups. We had her confirm once my husband was on the phone that he had already answered the questions they have everything that they need on file for him but was not able to determine when or how he answered the questions.
My husband calmly stipulated are the questions different for my personal account because I thought when we opened our joint account, we did it at our combined income levels not separate. She simply said yes, so we reiterated, if they have the combined income of mine and hers together as one number, we needed access to it so we could separate it properly, instead of adding more to it which would change our risk factor. She detailed we can not have a joint answer for two people. However, she was not able to confirm what our annual income was for the account. I do not see it in front of me it is in the back-office records. I was troubled saying, if I gave you my annual income now, it could be potentially adding it to the joint income they may already have which wouldnt be accurate for the federal government She informed us, Their records department is a non-member contact, which is why you never got a response from them as they do not accept phone calls, they are a back office department. We tried to explain we had already been transferred to them twice today and she declared she didnt know how and she couldnt speak to what has happened on previous calls. We stated again we needed to either give us the information that is on our records right now, or we have to update them both together. XXXX described, what I update will just go through the system to records and add to it. There is no way to remove it even if he were to call and change it. No so these are general questions. All these are for it to be sure we can do mitigate risk and be sure that we can do risk monitoring for our members activity. Thats all it is for. So, we corroborated if we gave you the wrong information and were put into a different risk bracket that was going to be a problem. XXXX held, So no, you are misunderstanding what I am saying sir. We do not put you into brackets based on risk factors or anything like that. All it is, is to know if a member makes XXXX-XXXX and a wire comes in for a XXXX dollars that looks strange. That is all it is for. Just so we can have a gauge. Kind of a point a perception to go off of, a point of reference that is literally all it is. We stated in order to do that accurately, we would need to update our information together to separate it. She alleged, we do not have a way to update it, and my husband verbalized, then that is a problem for you not for me. She threatened, not necessarily because if you refuse to provide this information your account will be closed. I can not change an existing number ; I can input new data into the records system that is a form on your profile that is personally attached to you. It then gets sent to our back office for them to file. I can not change his because there is no place to input it.
As we expressed concern our direct deposits would be leaked into the account the following week she voiced, I could not find exactly a turn around time for when we needed to move our money out before the account closes. What I would have to do would be to put in a work order to the back office stating that you are refusing to answer the questions. Then at that time they review the account for closure. They would send out an official check with the remaining funds. The team that handles this, [ the MOET team ], it is not records. All direct deposits would be rejected go back to the sender, or if it is within a day or two it could force reopen it if it had not closed completely but usually goes back to the sender. Due to the inconvenience, my husband verified there was no way we could opt out of this, and she expressed, no sir it is a federal regulation. I struggled to get her to conference us into the MOET team who was handling this situation as seniors in the bank, however after being on hold for 20 minutes, she was not able to contact them. XXXX exclaimed she could no longer spent any more time with us to be available for other customers. She confirmed they were very backed up due to all of this going on and it is not a large department. I was frustrated that we would not be able to contact them ourselves and therefore our account would be closed. She confirmed there is no way to contact them by email, by direct number, or any other format by her understanding. This is because they do not use email for secured information.
Consequently, on Saturday XX/XX/XXXX I realized the need to escalate the complaint so I could have someone call us back since the MOET team was not easily available before the account would be closed. A representative, XXXX, with the Executive Resolutions team, helped me to file a complaint and I was told I would be getting a call back from the CEOs office. She once more confirmed the information is used for banking regulations under the Patriot Act and passed in XXXX after XX/XX/XXXX. When it comes to the Patriot Act it advises us as a financial institution just making sure we are doing our customer due diligence we have to know who our customers are. That is ensuring that we know the individual that is with us here at USAA and what they are using the front for. If someone is using the account as money laundering or transferring money to foreign countries. So that we are not letting people move money around that shouldnt be moving money around. If we do not know our customers enough, you can be asked again and re-verify the information periodically to verify it is still accurate and on file. I reaffirmed in regards to due diligence we didnt have any foreign accounts, and my personal account was not at this bank, and my husband is the primary account holder for the joint checking account which they have his information. I confirmed no other federal banks are requiring these questions. I quoted the GLBA and that our last privacy notice was in XXXX and that was a concern and we are not being given the option to opt out. I tried to express my concerns of using the federal government phrase when it is not a federal requirement, and that it was a serious compliant. She agreed that I should speak to the MOET team. I articulated again they do not answer the phone and she agreed it is a busy department and that you have to wait as they are working overtime. Therefore, I was concerned it wouldnt be resolved in a timely fashion. In my attempt to reach the quality department no one answered again. I was confirmed the CEOs office would contact me within one business day after confirming my phone number on Saturday.
Two businesses days later on Tuesday XX/XX/XXXX, I conversed with XXXX from the CEOs office. I gave her a summary of my complaints that our documentation when the account was opened can not be verified, changed, or updated, thus denying us to potentially separate our incomes into two separate numbers. I explained the MOET team could not be reached. I also expressed concern about their requirement to answer the income questions as they are not a federal law for income information as I do not have a loan with them and am not a primary account holder. I told her I didnt appreciate being treated like trash, and be threatened to close my account stating it is a federal law when it is not. Intimidating people to answer questions when the federal government does not require income information and canceling accounts is a huge problem. XXXX stated she was trying to figure out when the account would be closed, but is still waiting from a response from the MOET team. She claimed, It is our current policy and our hands are being tied due to federal guidelines that are forcing us to change and ask these specific questions. I also know that if these questions are not being answered the account will more than likely be closed. They can inactivate the account and in other instances it will be closed. In order to get us into compliance we are being instructed we have to ask this. I requested, to see something official in a document file. I requested to see the policy by email or by mail. I stated that I would like to see that where it specifically asks for income information. She stated, she does not see them written down specifically to ask income questions. I inquired, then how do you know that as a fact? She admitted, I am still waiting for answers. As far as closing accounts we are covered by our depository agreement to do that. That has nothing to do with KYC and that they are closing accounts and inactivating them if the KYC isnt answered. She summarized my concerns and stated she would get back to me with hopefully answering all of my questions.
On Thursday XX/XX/XXXX I got another call from a different USAA representative trying to get me to answer the questions again. They stated they will call again in five business days, and then proceed to close the account if I do not answer the questions. She was unaware of the investigation in XXXX office. Later in the evening on XX/XX/XXXX, I spoke to XXXX for the second time. She stated they still will not tell me what the answers were upon opening our joint checking account. They will not update his information unless there was a new product that was applied for and that they will remain there unless a new product is applied for. I postulated, why can they not answer what they are? Do they not have the questions or the answers when the account was opened? Why cant they tell you? It concerns me they do not have them, which is a federal regulation of the Patriot Act they keep them on file. You said the information is under his [ husbands ] primary account. It is unacceptable they cant prove or say what our income is, but that they have it on file, how do they know what they have? It is my legal right to know what I answered, and you are telling me no that I cant have the information. She confirmed that my husband was asked CDD questions this XX/XX/XXXX through the USAA app detour. However, she does not have access to the questions and has been having computer problems all day and her co-worker never supplied them as requested. In regards to what document stated they need to ask income information, she specified it was under the CDD guidelines from the XX/XX/XXXX amendment in the four specific guidelines. She stated she could not distribute the internal document that requires it but did pass legal review and compliance. That is what they are using to fulfill the requirements of the four CDD guidelines. The privacy notice she stated was listed on the USAA website and was revised in XXXX and it has not changed since then, but it is delivered annually and it does state they collect income information. My guess is that is still the current privacy promise and it has not been updated since then but I will verify that. If the privacy promise hasnt changed the revision date it would be the last time that it was revised and therefore is the same. I questioned why the year wouldnt be changed for the new year ( XXXX ), and she stated it didnt need to. I was concerned by this because they are now collecting new income information but it didnt require any changes.
XXXX verified that we did not answer the questions when the account was opened. I questioned this fact as she does not have access to those and has no idea what was actually requested or answered. This was because she was still trying to get that information from the MOET time. She admitted she does not know. I repeated until we know for sure, I do not want to add to a joint income balance, we can not proceed. If they are refusing to give it to her then thats a problem. In regards to the CDD questions, we determined they make up their own policy which I am not allowed to see stating that it requires income information. I recapped it applies to a USAA policy and is NOT A FEDERAL REQUIREMENT OR LAW.
XXXX reasoned, when a regulator comes to look at us and asks how are you complying with the CDD guidelines that were outlined, we present them with the CDD questionnaire, period. That is how it relates to the CDD guidelines. It is our internal process and policy due to the government requirement. I argued, the government does not require everyone to answer income information. That is not true. Your institution is requiring that by yourselves. It is not a federal guideline to obtain income information for a joint checking account. Or for any account. Your bank is determining that and doing it all by themselves. Which, granted, you are compliant because you are getting name, DOB, and SSN which is all that is required. You are just going above and beyond thatwhich is fine if you want to. However, stating it is a FEDREAL LAW for me to give it to you is not the case. It is not a federal law for me to provide you my income information. There are laws that protect my financial privacy and I do not have to give it to you, which is why you can close my account and I can go somewhere else. If it was a federal requirement, I would be required at every other bank, which I am not. I spoke to six of the top bank executives in this country that are bigger than you and it is not a federal regulation. So, by you threating people and telling them that it isis a problem because it is not. Even when they called today, they said the same thing. USAA is requiring it, but it is not a federal law. She alleged, so that we comply. I repeated, it is required that you comply by confirming my identity with name, DOB, SSN, and address, running it through your banking system, and with my occupation. That is more than enough to verify someones identity which is all that the CDD requires. Your bank is going outside of that and getting income information. This is fine like I said, but it is not a federal requirement for me to specifically give you my income ; it is not. She finally admits, no it is a requirement of USAA in order for us to meet the guidelines. I again, it is not a federal requirement, it is USAAs requirement. I told her I had a screen shot on my phone it was a federal regulation, it is not. Do you understand? It is a problem. It is your regulation and thats it. It is just yours. She says, so we are in compliance with the federal regulation and the CDD requirements. I strained to clarify, we have been in compliance with you since we opened our account. Stating that if we dont answer the questions, we are not is a lie. And threatening to close my account with you is also a problem because you are stating it is a federal regulation when it is your regulation. Those are two very different things. You are still in compliance even if you were to take the income information out. She says, well not when our policy states that we have to obtain that information, we are not in compliance. I enlightened, even the OCC that regulates you doesnt require that. I could understand that you could close our account because we didnt meet your policy guidelines, thats fine. But telling me specifically it is because it is a federal requirement is not the case. It is not complaint with your policy and your policy alone.
We tried to go over it again. I replicated, It isnt because I am not being federally compliant with the law like you are claiming, it is that it is compliant with USAA policy, not the federal government. By you telling me it is a violation of the Patriot Act is not the case. By you telling me it is a violation of the BSA is not the case. By you telling me it is a violation of the XX/XX/XXXX CDD is not the case. Because those are federal laws. There is nothing in any of those laws that specifically require income. It does not exist. That is USAAs policy not the federal government. So by all of these conversations I have on recordings of you telling me that, all the screenshots, and documents, is a big problem. When asking about reaching out to legal she assures me, So legal has already went over our questions I was flustered, okay, are they aware that youre telling people it is a federal regulation for me to answer my income questions? If they were, they would be fixing it immediately as it is a USAA policy. I dont understand why you cant just say it is a USAA policy? Why are you throwing words around and trying to include the federal government when it is none of their business to ask me those questions. Are they aware you are asking them? Because the OCC was concerned [ I spoke to them on XX/XX/XXXX ]. Are they aware of that? That you are telling customers it is a federal requirement by the Patriot Act? No other big banks ask those questions, just you, because it is your own policy. She stated, I am understanding.
For additional confirmation, I called XXXX XXXX XXXX on XX/XX/XXXX as they are the second largest bank in the United States with assets worth {$2200.00} XXXX dollars in XXXX so figured it would be a worthy source. I spoke to XXXX, she stated to open a joint checking account they would need, license, 2 forms of id ( government and personal ), type of account, SSN, address. I have worked for the bank for 38 years and we have never requested income information. We do not ask net worth or income as it is not a government regulation. I can assure you if it was XXXX XXXX XXXX would be doing it. This was encouraging that asking personal financial information was indeed NOT a federal regulation. This was further established with two other local banks in my area to provide some additional ease.
On XX/XX/XXXX I spoke to XXXX of MI, OCC, and confirmed with CFPB, and MI Attorney General there is no requirement for financial information and each suggested I file complaints. I followed up with XXXX on XX/XX/XXXX and XXXX. She confirmed we have private settings, our account won't be closed until XXXX, but was unable to find any information from when the account was opened. She stated there were no issues with their privacy notice or way they are doing things and was approved by legal and compliance. I request help. I feel what USAA is doing is a violation of Section 326 of the Patriot Act, Record Keeping, and the GLBA. I am not comfortable with how they have conducted this process, and feel as though they are intimidating people to sacrifice their private financial information by manufacturing it is a federal law. To my knowledge we do not meet any of the BSA requirements that would make us candidates for filing a SAR. In recent legal cases vs.USAA in XX/XX/XXXX I want to make sure this is allowed and is not similar violation
|
| 11/23/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Dear XXXX, COMPLAINT ISSUE I am a retired XXXX XXXX XXXX. The purpose of this complaint is to provide an update and additional complaints to my active CFPB complaint # XXXX filed on XX/XX/XXXX, against UNITED SERVICES AUTOMOBILE ASSOCIATION ( USAA ). The reason I am submitting this second complaint is because USAA knowingly and intentionally engaged in fraudulent and unethical business practices in response to my original referenced complaint in an attempt to stop it. I will conclude this complaint with my requested actions listed in the conclusion section.
BACKGROUND Please refer to my original referenced complaint for the background details but let me to provide the following key points and recap of the original complaint here which will explain the specific claims of this new complaint of engaging in fraud to stop my original referenced complaint.
USAA provides financial services to primarily military personnel and veterans. USAA in the past was considered to be a very prestigious company but new management came in and in recent years the company has significantly changed for the worse. Based on the way it is chartered, USAA is a member owned company. USAA is also a private company with no association with the XXXX XXXX. I have been a member of USAA for 39 years and as I said I am a retired XXXX XXXX.
Since its inception, USAAs management focused on providing quality services to their members. When the current management came in that focus changed to expanding membership and promoting a social agenda. Then as customer service at USAA took a nose dive, USAA stopped being a member of the XXXX and established a private social media forum on their website so they could keep the unending list of complaints from their military members internal within USAA and out of public view and oversight. Within that internal USAA Member Community Forum Members can make comments or ask questions of the USAA moderators who monitor the system 24/7. Members do not use their real names on the forum for privacy reasons, they establish nicknames when they set up their social media account and the USAA moderators can identify each member by their nickname.
USAA then started to engage in some questionable business practices which included falsely presenting their private company to be a representative of the US military in order to make their profit, increase their membership, and to use the company to give the impression to the public that the military supports their left wing liberal social agenda ( one example of which is their continued sponsorship of the XXXX with the self-bestowed sponsorship title that begins with the three words : The Official Military ....
Then when thousands of military members complained to USAA about sponsoring an organization that goes against the militarys core values and the very questionable business practice of USAA presenting itself as a representative of the US Military to obtain free advertising from the XXXX, make their profit, expand their membership to their targeted audience, and promote their social agenda ; USAA then responded to all of those military members complaints on the community forum by ignoring them and imposing extreme forms of censorship on their members by using a bumping policy that says members are not allowed to repeat a topic on the USAA member community forum. And when members do say things that USAA does not like or when members attempt to use the forum to their advantage then the USAA moderators delete the members comments and threaten to disconnect the members from the community forum.
Recently, when I saw a member complaining that their original complaint was left unresolved by USAA, I replied to the affected member with the contact info for the CFPB. After doing that about four times the USAA Administrator replied to me that if I replied to another member with the CFPB contact info that she would disconnect me from the USAA community forum. Other members came to my defense and thanked me for my assistance and they condemned USAA for their censorship. All of those details and specific posts in question can be viewed in my original referenced complaint.
At that point I decided to file a complaint against USAA with the CFPB which listed their questionable business practices with a focus on their XXXX sponsorship practices and their censorship practices against military personnel.
CURRENT COMPLAINT THAT USAA INTENTIONALLY AND KNOWINGLY ENGAGED IN FRAUDULENT ACTIVITY TO STOP MY ORIGINAL COMPLAINT TO THE CFPB.
Allow me to begin my second complaint by saying I consider myself to be a relatively responsible person. I am a retired XXXX XXXX XXXX, I held our Governments highest security clearance for over 20 years continuously, I was a Distinguished Honor Graduate of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX, N.C. ( that is the XXXX XXXX XXXX XXXX XXXX ), I have been a member of USAA for 39 years, and on the USAA Member Community social media Forum I hold the most Likes Received of any other USAA member, that being XXXX Likes Received.
Two of the many actions I requested in my original complaint was permission from USAA to be allowed to forward the contact info of the CFPB to other members when it was apparent that their complaint was left unresolved and the second request was to request permission to start reposting our XXXX Petition once again in accordance with USAAs own company By-Laws.
I submitted my original complaint to the CFPB on XX/XX/XXXX and the CFPB confirmed receipt of it. On XX/XX/XXXX the CFPB confirmed they sent the complaint to USAA. On XX/XX/XXXX, the CFPB advised me that USAA had requested an additional 60 days to respond to the complaint. In a phone conversation with a CFPB rep she advised me it was actually 45 days that USAA had to respond.
Shortly after USAA received my original CFPB complaint I started noticing a string of what we refer to as fake posts on the USAA community forum. These are posts believed to be created by the USAA Administrators of non-existent members with fictitious nicknames to give the impression it is a real military member making a comment on the forum and are posted on the forum by the moderators for different reasons but are not seen that frequently. It is easy to identify these fake posts because it is the first and only post by the fictitious member and it is generally saying something your typical military member would never say. Most members come on the USAA community forum primarily to make a complaint or to view the current complaints and support other members making a complaint.
I noticed that many of these most recent fake posts were being placed in the strings of back and forth discussions I was having with other members and a number of these fake posts were very insulting, using words such as XXXX, incompetent, and questioning combat veterans XXXX status.
It became apparent to me that a specific USAA Administrator by the name of XXXX XXXX was posting these fake posts in my discussions with the intent of provoking a response from me that USAA could then use to justify disconnecting me from the member community forum in response to my filing the CFPB complaint. It was apparent to me that this particular USAA Administrator was behind this effort because of knowing her censorship practices and style in the past on the forum and in one of the fake posts she actually replied to it as herself.
The second very questionable practice on the part of USAA in this effort to create fraudulent accounts and target me was that in those fake accounts, the civilian USAA Administrator presented herself to be a military service member and a combat veteran. I would like to point out here that there is a federal statue which prohibits someone from falsely pretending to be military personnel. And the motive behind this fraudulent act was for a major corporation to stop a complaint which included the possibility of a violation of federal law. Please see the US Code below on this topic.
18 USC 912 - Military personnel or DOD employee of the United States Whoever falsely assumes or pretends to be military personnel or DOD/or employee acting under the authority of the United States or any department, agency or officer thereof, and acts as such, or in such pretended character demands or obtains any money, paper, document, or thing of value, shall be fined under this title or imprisoned not more than three years, or both.
PROOF OF MY CLAIM I am very confident and will provide very strong evidence below that USAA Administrators ( specifically a USAA Administrator by the name of XXXX XXXX ) knowingly and intentionally engaged in this fraudulent and unethical activity. I will do so by listing each of the suspected fake posts below. Again, members do not use their real names on this community forum for privacy reasons, instead each member creates a nickname when he or she creates their forum account. USAA can then identify each member by their nickname. Each suspected fraudulent post in question below has a nickname which is suppose to be a real USAA member. At the conclusion of this complaint, I will ask USAA to confirm to the CFPB ( a federal agency with reach into law enforcement investigations ) and under penalty of perjury that the specific nicknames of the posts in question listed below are in fact real USAA members and are not USAA employees or family members of USAA employees. That confirmation request of USAA does not involve the disclosure of any privacy information on any individual, that request that I will make of USAA at the conclusion of this complaint simply requests a confirmation that those nicknames in question are authentic USAA members with the understanding that appropriate federal oversight authorities in the future may want to confirm that these are in fact real members who actually sent out the below posts in question.
I will ask that specific request of USAA and I am very confident that USAA will not come back to me and the CFPB in this complaint and provide that specific confirmation because I am very confident that the posts listed below were created by USAA Administrators as fraudulent accounts, impersonating military service members in violation of US Code, and targeting my discussions with other members in response to my original referenced complaint with the ultimate goal of disconnecting me from the forum.
I felt this most recent fraudulent activity on the part of USAA started to cross the line into illegal activity and I felt it was important to prove the specific intent of this entire fraudulent scheme on the part of USAA, which was to disconnect me from the USAA community forum.
So I responded to one of their fake posts ( which is listed below ) with a factual response in which I even used the terminology in a recent legal opinion from a Federal Judge on the topic of censorship on social media forums, whos legal opinion stated : You can not shut someone up because you dont like what theyre saying. And after replying to that fake post with a factual response, later that day USAA permanently disconnected me from the USAA community forum.
So to state the bottom line at this point, after 39 years of being a member of USAA, after having posted over 1,800 posts on the USAA community forum, and after having received XXXX Likes Received from my fellow military members ; within days after I submitted my original referenced complaint to the CFPB, USAA PERMANENTLY DISCONNECTED ME FROM THE USAA MEMBER COMMUNITY FORUM. And the significance of this second complaint is that USAA did so by intentionally using fraudulent and unethical business practices to disconnect me which included creating fraudulent member accounts, pretending to be real members then from those accounts posting insulting comments including the words XXXX, incompetent, and questioning military members XXXX status. This entire fraudulent activity was with the intent to stop my original complaint which identified not only a number of questionable business practices but the possibility of a violation of federal law on the part of USAA, which in my opinion can be construed as obstruction of justice of any possible and future law enforcement investigation that may be initiated by the CFPB.
If USAA did not like my factual comment then all they had to do was edit it or delete it, which they do on a regular basis given the high degree of frustration that members have when communicating to USAA. One short example of this point is that when you go on the community forum and do a search of the one specific topic of USAA XXXX, there are 235 results.
So to prove the specific intent of this fraudulent scheme by USAA, I had to basically sacrifice myself on the community forum but this in no way stops any part of the requests listed in my original referenced complaint because there are other USAA members who will follow on with the actions and requests I listed in my original referenced complaint. I do not wish to list those members in this complaint because the very questionable employees at USAA will likely start targeting them just as USAA targeted me. I will be happy to provide those names of the other members to the CFPB by phone. The bottom line point here is that all of the requests in my original complaint remain active and applicable and will be acted on either by myself or fellow USAA members, depending on each specific requested action listed in my original CFPB complaint. There will also be new requests of USAA listed at the conclusion of this complaint.
EXAMPLES OF THE FRAUDULENT POSTS CREATED BY USAA At this point I will reference below some of the suspected fraudulent posts that USAA likely created and placed in back and forth discussions I was having with other members to provoke a response from me that they could then use to justify disconnecting me from the community forum. Keep in mind the vast majority of the members who come on the USAA community forum do so to make a complaint against USAA or support others who are making a complaint against USAA. Please note in all of the fake posts below there are specific indicators that they are fake posts : 1 ) Those were the only posts ever created by these fictitious members as confirmed in their profiles. We never heard from them before that post and we never heard from them after that post.
2 ) They all say things that no military member would say to another military member who is simply stating a complaint to USAA. Certainly not based on my experience of being on this community forum.
3 ) Oddly enough as well, each one of the fake posts have trademark intentional misspellings.
FAKE POST 1 : ( NOTE : I was having a back and forth discussion with a real member by the nickname XXXX who was making a complaint to USAA on behalf of his adult children who were affected by Hurricane Michael. Then the USAA moderator posted the following insulting comment in that discussion using the fictitious nickname of XXXX XXXX XXXX : POST STRING BEGINS From : XXXX XXXX XXXX 2 weeks ago As is the case with most people that complain about service while millions of others have no issues it typically comes back to the individual not following instructions and being incompetent. Youeven in your own narrative do not define who " they '' is in receving the check. You also sound like a busy body complaining to USAA about your " kids '' while they can't even follow directions correctly.
( NOTE : Then A_Dad replied to that very questionable post in which this senior member himself stated that post from XXXX XXXX XXXX was from a USAA employee. Below was A_Dads response to the fictitious post. ) : From : XXXX Friday Dear Keyboard Warrior ( AKAOccasional Contributor from Phoenix ), I'm not sure I understand your point of view, but let 's look at your response a little closer, becauseI am convinced that you are an employee of USAA expressing your true feelings about USAA customers expectations of quality service during a disaster, behind a shield of anonymity. This hostility is slowly becoming openly displayed when talking with the USAA Rep on the phone. My " Kids '' are far more willing to overlook rude behavior than I am. I take a little pleasure in confronting internet bullies, or those with the stones to do it.
POST ENDS ( Note : Below are the three other posts from this XXXX XXXX XXXX on that one day and on that one day only. We never heard from this fictitious member before or after these few insulting posts on that one day. Lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this XXXX XXXX XXXX is a real USAA member and not a USAA employee or USAA employee family member. ) FAKE POST 2 From : XXXX XXXX XXXX a week ago Wow so you win the XXXX of the week award! You openly admit in a post that your husband is complict in insurance fraud. " The man had fallen off a 6 foot ladder at his home and used my husband to make medical calims and usaa paid them. '' You openly admit to knowing of insurance fraud occuring and do not notify USAA or law enforcement, which makes you complict. A mere {$50.00} montly increase makes your mortgage unaffordable ... ... maybe you shouldn't be a home owner.
FAKE POST 3 From : XXXX XXXX XXXX a week ago Well maybe it's because this is USAA not XXXX and since you were approved anyway why don't you just chill out and be happy.
FAKE POST 4 From : XXXX XXXX XXXX a week ago Seriously you are MAILING CHECKS in for deposit. You know this is XXXX and not XXXX right. Why don't you take a lookin the mirror and bring yourself up tothe current century!
POSTS END __________________________ FAKE POST 5 On XXXX XX/XX/XXXX, the USAA Administrator very likely behind this entire scheme of creating fraudulent posts ( XXXX XXXX ) created a fake post with a one line comment then actually replied to it as herself ( XXXX XXXX, USAA Administrator ) with another one line comment to the fake post she had just created. What is of such intentional stoking with this fake post on the part of this particular Administrator is that this woman is notorious for imposing censorship on the military members on this forum and she has basically shut down all discussions on this so called member community forum with her USAA bumping paragraph that tells members they are not allowed to repeat a topic on the member community forum. Given this censorship background by this XXXX XXXX, she then likely creates the first post below ( saying how wonderful it is to have a discussion on the forum ) and then she responds as herself ( USAA Administrator ) saying how she looks forward to her wonderful discussions. Please see below the actual fake post from XXXX ( the fictitious account name ) and then responded to by XXXX XXXX as herself.
FAKE POST 5 BEGINS ( Note : The first post is the fake post from the fictitious member ) Title : Thanks From : XXXX Saturday I will have to thank you for allowing me to join your lovely discussion ( Note : Then XXXX XXXX replied to the above fake post as herself. This post is clear evidence of XXXX XXXX direct involvement in this fraudulent scheme ).
XXXX XXXX USAA Administrator yesterday HIi @ XXXX!
We are so glad you are here! Looking forward to your posts!
END OF FAKE POST 5 ( Note : What makes it so obvious that the above post is a fake post from this XXXX is that it was the only post ever posted from that fictitious member ( based on her profile ) and there was never any other discussion from her after saying how nice it was to join your lovely discussion. The two of them never said another word to each other. XXXX XXXX was simply trying to stoke a response from me by posting a comment of extreme hypocrisy in talking about having wonderful discussions while she has imposed such extreme forms of censorship on so many military members who were trying to simply speak the Truth about USAAs questionable business practices. Lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this XXXX is a real USAA member and not a USAA employee or family member of a USAA employee.
FAKE POST 6 ( Note : The fake post below was from the fictitious account of XXXX and in this post the USAA employee who very likely created this fake post below, replied to a real military member who was making a complaint and who stated he was a XXXX veteran. The USAA employee who created this fake post with the fictitious nickname of XXXX replied to the real military member by questioning his XXXX status. NEVER, would a military service member disparage another military service member who stated he was a XXXX veteran. Only a very questionable USAA employee would create a fake post and then from that fake post insult a XXXX veteran. Lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this XXXX is a real USAA member and not a USAA employee or family member of a USAA employee.
FAKE POST 6 BEGINS From : XXXX 2 weeks ago He forgot to mention his XXXX rating is probably a whopping 10 %. Everyone wants to be a war hero. If he worked fir me in the military I would send him to budget counseling so he could learn how to manage money instead of blaming others. Since the owners of USAa are the accoubt holders what he did was point fingers at real XXXX veterans, military retirees, and widows. He ought to be ashamed of himself.
END OF POST ___________________________ FAKE POST 7 XXXX XX/XX/XXXX Title : " You kept our skies clear. '' From : XXXX XXXX Saturday I was talking to a USAA Lady in the US. I said I only served at a desk on XXXX. She said : " You kept our skies clear. You kept out seas clear, ''. I thought about it. And then I wept. No one had ever said what I had done was worthwhile.
END OF POST __________________ Again, I have been viewing military members comments on this USAA community forum for a long time. This is in No Way you would ever see a comment like this from an actual USAA military member. There is no mention of any specifics such as the organization or the USAA Ladys name, and anyone who serves in the XXXX theater refers to the continental US as the mainland, not the US. Lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this XXXX XXXX is a real USAA member and not a USAA employee or USAA employee family member. ) ________________________ SUSPECTED FAKE POST 8 ( Note : Below is a suspected fake post and if it is, this particular post is an example of a USAA employee who is falsely presenting herself to be a XXXX XXXX XXXX combat veteran. Again, it was the only post by this member. Let me add here that this post goes back to the US Code paragraph I referenced at the beginning of this complaint about people falsely presenting themselves as military service members. Lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this XXXX acct. is a real USAA member and not a USAA employee or USAA employee family member. ) Title : Let 's talk about finances and investments.
From : XXXX 's acct.
5 hours ago Hello to all the members of the USAA banking and services. I was wondering what things to invest and or start saving for the upcoming holidays? I would greatly apprciate it and thanks for your service to our country and I myself served 20 yrs, I am a XXXX XXXX XXXX American Veteran. So it's great to share our knowledge as we are Band of Brothers and Sisters of Armed Forces.
END OF SUSPECTED FAKE POST 8 ___________________________ Let me just state again that based on my experience of reading comments on the USAA community forum and running the USAA Member XXXX Petition which about 2,000 members responded to with comments, the above post is in no way reflective of what a XXXX XXXX XXXX combat veteran would say if he took the time to come on the USAA community forum. Please read a sample of REAL POSTS just below from 10 REAL COMBAT VETERANS, the last of which is from a REAL 100 % RATED COMBAT VETERAN, and you get a much better understanding of what REAL COMBAT VETERANS say to USAA.
TEN REAL POSTS FROM REAL COMBAT VETERANS TO USAA BEGINS : __________ XXXX XXXX XX/XX/XXXX USAA, You see, like many who serve it stands for the ultimate sacrifice for as aCommander in XXXX, the flag was draped over seven of my Soldiers as they left XXXX in body bags. They arrived home to grieving family who universally were comforted by the honor of having our nations colors draped over their coffin. You bet, it's emotional and personal for me ... .as it is with most who serve.
_________ XXXX XXXX XXXX XXXX I fully support this petition. I will never forget those men in my platoon who died in XXXX, however, by its actions USAA has forgotten them. USAA 's moto " We know what it is like to serve '' is a joke on us who did serve.
XXXX XXXX Contributor XXXX USAA 's continuing sponsorship of the XXXX put it on the side of those trampling the flag and spitting on the graves of the fallen. XXXX had a choice to end the defamation or stand by these XXXX XXXX. They chose dishonor over valor.I know what tratorism looks like. I hope USAA leadership has similar strong associations. XXXX XXXX __________ XXXX XXXX XXXX XXXX I've been a member of usaa for 13 years would hate to leave but after seeing this highly paid athletes disrespect our flag for what I fought for in XXXX and XXXX. Makes me upset. As my creed says " never will I embarrass my country ''. XXXX. Usaa reduce or cut sponsorship for __________ XXXX-XXXX Occasional Contributor XXXX USAA .... please stop sponsorship with the XXXX immediately They're disrespecting those that have served, died and were seriously wounded serving our Great nation. This is the ultimate sign of disrespect.
We in the military have served for these freedoms. But we also have the right to disagree with your message and not let our pocketbook endorse it. I can't allow my pocketbook to endorse an organization ( XXXX ) that allows the ultimate sign of disrespect to the DOD Fallen and wounded and people that have served.
Please review immediately your sponsorship and let all members know what direction USAA will proceed with. I need to know if I need to end an approximately 20 year relationship with USAA and look for another Banking company that is more in line with my personal beliefs and Freedoms.
_________ XXXX XXXX XXXX XXXX XXXX I respectfully request that USAA sever all ties with the XXXX XXXX XXXX. As a 22 year XXXX XXXX Vet with 6 combat tours I feel I can not support any company that supports the XXXX __________ XXXX XXXX XXXX XXXX As a XXXX, Purple Heart Veteran, I find it appalling that USAA continues to run adds during XXXX Games. YOU are supposed to support us patriots not the rich prima donnas that insult us. Get with it USAA before I transfer all my accounts else where. Semper Fi!
XXXX XXXX XXXX XXXX XXXX Stop supporting the XXXX and terminate immediately any financial relationship USAA has with the XXXX and its subsidiaries.
__________ XXXX Lightgrunt Contributor XXXX Members of my family have served this country through every war from the Civil War to my service in Global War on Terrorism. Sponsoring the XXXX through these protest is a slap in the face to everyone who has sacrificed time with family blood sweat tears and their lives not to mention what the wives children parents sacrifice to continue to support the XXXX shows complete disrespect for what all of us have sacrificed for I know they have a right to their opinion but to disrespect what we have done is unacceptable to many of us who have missed births graduations and have shed our own blood for their rights no one knows better than we do I thought more of USAA than that I hope this will be rectified they do not deserve the support and you are not honoring us by continuing sponsorship __________ XXXX XXXX You are NOT honoring me, any other veteran, anyone XXXX XXXX or anyone who died in service to this country by sponsoring our enemies! And anyone so disrespectful of my country, my flag or my brothers in arms is my enemy!
I am planning a return to the United States shortly, the decision to continue to support the XXXX is the final straw.
I am XXXX XXXX XXXX XXXX, XXXX and XXXX XXXX. ( Funny how getting parts shot and blown off your body can do that to you huh? ) I can not just jump on a plane and fly home to change banks. NO! I have to bring someone with me to help me with daily activities. You do understand XXXX right?
This is going to be very arduous, painful and expensive. My anger will get me through it. It is certainly WORTH it to me! I lost a lot of friends in service to the US. EVERY ONE of them would do the same if they were alive today!
So, go ahead, try to placate us with smooth sounding rhetoric and talking points. Tell us ALL about how much you like us. NOT going to change my mind! The only thing that will change my mind is you cut ALL ties, across the board, with the XXXX. NOW END OF REAL POSTS FROM REAL COMBAT VETERANS ___________________________ BACK TO FAKE POST 8 With that sample of ten Real Posts from Real Combat Veterans let us review one more time the very likely fraudulent post very likely from a USAA Administrator in which she creates a fraudulent account ( XXXX acct. ) and falsely presents herself to be a Combat Veteran who is XXXX XXXX XXXX, in violation of US Code 9 : Title : Let 's talk about finances and investments.
From : XXXX 's acct.
5 hours ago Hello to all the members of the USAA banking and services. I was wondering what things to invest and or start saving for the upcoming holidays? I would greatly apprciate it and thanks for your service to our country and I myself served 20 yrs, I am a XXXX XXXX XXXX XXXX Veteran. So it's great to share our knowledge as we are Band of Brothers and Sisters of Armed Forces.
END OF SUSPECTED FAKE POST 8 ___________________________ Allow me to once again reference the US Code Statute on the topic of falsely pretending to be a military service member : 18 USC 912 - Military personnel or DOD employee of the United States Whoever falsely assumes or pretends to be military personnel or DOD/or employee acting under the authority of the United States or any department, agency or officer thereof, and acts as such, or in such pretended character demands or obtains any money, paper, document, or thing of value, shall be fined under this title or imprisoned not more than three years, or both.
Again, lets just see if USAA comes back in their reply to the CFPB and confirms under penalty of perjury that this nickname of XXXX acct. is a real USAA member and not a USAA employee or USAA employee family member. ) XXXX SAMPLE OF USAA MEMBER COMPLAINTS ABOUT USAA CENSORSHIP ON THEIR MEMBERS Before I start my concluding comment and list the new actions requested of USAA in this second complaint, allow me to provide just a few member comments on USAA Censorship of its members from both the USAA Community Forum on their website and from USAAs XXXX page.
CONTINUE TO NEXT BLOCK
|
| 03/27/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
i, woman XXXX XXXX XXXX, XXXX ( XXXX ) of flesh and blood am not a corporation nor business but a human being. My theft/loss of equipment on XX/XX/XXXX was for personal use only. After my theft/loss I contacted and reported it to XXXX XXXX XXXX XXXX, XXXX XXXX informed me that I would need to provide an inventory list and any other information I had on my stolen equipment. On XX/XX/XXXX I provided an inventory list with pictures and serial numbers. I then contacted a friend of mine ( XXXX ) and told him of my loss and asked for his assistance/advice in purchasing equipment. Studio equipment is complex in setting it up and usually takes the assistance of an electrical engineer in the set up. I am not an electrical engineer or a professional with studio equipment, so I asked him to help me pick out equipment that would be easy to assemble as well as discounted. The less money I could spend the better. In the first letter mailed to USAA titled, NOTICE : OF HARRASMENT AND INSURANCE FRAUD CAUSED BY USAA paragraph seven I informed USAA that I have people helping me set up things through tech support and that they are professionals not me ( see attached document ). I also requested that all equipment be mailed to his house since I had just been robbed and I work 13-hour days, I did not want to take the chance of my equipment being taken again. XXXX agreed to assist me with the purchasing of the equipment. On XX/XX/XXXX I received a document stating that I would receive a payment of {$7600.00}. I received a voicemail from XXXX XXXX where he explained that the total amount for the settlement was {$10000.00} but {$2900.00} was taken for Recoverable Depreciation and that I would get the remainder of the money when I provided receipts of purchasing my equipment. This is the first time that Recoverable Depreciation was brought to my attention. In the document sent to Nevada Division of Insurance Paragraph 4 USAA states Policy language allows the insured to collect RD as replacements are completed. What policy language? What does policy language mean? i am not a business or corporation nor am I an insurance company. Policy language is a foreign concept to me. Pages 8 through 9 of the RENTERS POLICY USAA provides a list of definition, why did USAA chose to not include recoverable depreciation in the list of definitions? Why did USAA only provide a definition to recoverable depreciation after a policy holders ( me ) loss and after the first payment? Since XXXX was the one purchasing equipment for me through his account so that I could get the discounts offered to him I asked him to contact XXXX and asked them to put my name on the receipt. On XX/XX/XXXX I sent XXXX two payments through XXXX. However, we ran into some difficulties when XXXX would not release the funds. XXXX had told me that XXXX stated that the funds had not been released I then informed XXXX that this information was not true and the money had already been taken out of my account. XXXX also stated that XXXX told him that payment for equipment was noted in the transaction, a note that I did not provide. That the money would not be released until he gave me the equipment. If USAA bank removed the money from my account but did not give it to XXXX until they could verify that i got my equipment. Then how did XXXX XXXX know that the money was meant to be used for purchasing my equipment when USAA bank and XXXX XXXX are two different corporations under two different CEOs? Currently the issue is still being looked at. With that in mind the continuation of payment for the remaining balance is to be submitted by me to XXXX by cash or check. I require USAA to show me where in the original policy titled RENTERS POLICY PACKET does it state that I am not allowed to have assistance in the purchasing of my loss? XXXX provided me with one receipt from XXXX totaling {$14000.00} that I then submitted to USAA on XX/XX/XXXX ( see attached document ). In the document that USAA submitted to Nevada Division of Insurance Paragraph 5 USAA claims that I submitted two receipts totaling {$16000.00}. This is false, I submitted one receipt totaling {$14000.00} from XXXX. Where did USAA get the second receipt from? Who submitted a second receipt with the use of my information? I require USAA to submit to me the second receipt totaling {$2300.00} in which USAA states they received from me. I also request documentation of how the second receipt was submitted. On XX/XX/XXXX USAA sent me a document that a payment of {$1600.00} would be posted on my account. I then called USAA and asked why I was only receiving {$1600.00} instead of the remaining {$2900.00}. The USAA employee told me that an investigation would be submitted to the claims department for the remainder of my money. In the document USAA submitted to Nevada Division of Insurance Paragraph 5 USAA claims a referral was submitted as our RD claim review yielded the following. An invoice provided by XXXX XXXX was purchased under a business name, subsequent to her confirming the XXXX stolen for her personal use only. This is misleading information for I was the one who asked for an investigation because I was only given {$1600.00} instead of {$2900.00}. The Special Investigation Unit was not contacted due to my receipt being under a business name for if that were the truth the payment of {$1600.00} would have never been given. The Special Investigation Unit only became involved when I requested for further investigation. Why would I submit a request for investigation if I am misrepresenting myself? Why did USAA release the amount of {$1600.00} in the first place if I was misrepresenting my use of equipment?
On XX/XX/XXXX I received an email stating that the payment of {$1600.00} was cancelled. I once again called USAA and asked why the money was being taken back, the USAA employee stated that it was due to the claim being under investigation. I found it strange that they would take the money back, because I was the one who asked for the investigation. I then asked the employee if i would receive my full amount after the investigation is done in which she replied yes. This cancellation of payment put me behind on my payments to XXXX. Lucky for me XXXX is a fair and understanding man, him and I created a payment plan where I could finish paying out the rest of the equipment. On XX/XX/XXXX I received a phone call in which the document titled NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA speaks of ( see attached document ) I was asked an abundance of personal and inappropriate questions during this conversation. The document USAA submitted to Nevada Division of Insurance paragraph 7 USAA states The allegation XXXX XXXX was asked inappropriate questions was also unfounded, how is asking me if I know anyone who wants to cause me harm an appropriate question for an insurance company to ask? How does this help your investigation on why I did not receive full payment? How is asking me if I had deliveries made to my home during the time frame of the theft and appropriate question for an insurance company to ask? How is asking me who comes into my home, an appropriate question for an insurance company to ask? How is asking me why I did not contact management of my apartment complex or contact neighbors and investigate on my own the loss of my equipment and appropriate question for an insurance company to ask? When I did not want to answer a question USAA would ask me if there was a reason I did not want to answer the question making the list of questions and interrogation, how is it appropriate for an insurance company to interrogate its policy holders and victims? I require USAA to provide me with documentation stating that XXXX XXXX XXXX XXXX is also a detective agency in which USAA is allowed to conduct a further investigation without the police.
In the document sent to Nevada Division of Insurance paragraph 6 USAA states On XX/XX/XXXX, XXXX XXXX provided a recorded statement to the SIU Investigator and confirmed her new artist name was used to purchase the XXXX. This is false, in the conversation of XX/XX/XXXX I was asked who XXXX was? In which I responded that it was my XXXX name. I did not state that my XXXX name was used to purchase the equipment and even if it was, my XXXX name is nothing more than a second identity it is not a business or corporation and I stated that in the conversation as well as in writing ( see NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA XXXX. I require USAA to provide me with the documentation as well as a copy of the recording from that conversation where I state that I am a business/corporation.
The SIU investigator also asked me if i were to get my equipment back would i let USAA know? I responded by asking why would i have to let USAA know? She states that it is because USAA has a financial investment in the loss. What financial investment? How does USAA have a financial investment in my loss? How does USAA have a financial investment in my equipment? How does USAA have a financial investment in my money and name? Furthermore, where doe USAA get the funds to pay me? Where is that money now since USAA took it out of my private and personal banking account? Who did USAA pay the money too? was it XXXX XXXX XXXX or XXXX XXXX? Where does the remainder of my money go if USAA does not give it to me? I require USAA to send me the original recording of the XX/XX/XXXX phone conversation.
Towards the end of that conversation I asked the SIU investigator why I was being asked all these questions she responded that is was due to the name XXXX being on the receipt. Again, I was confused what does my XXXX name also being on the receipt have to do with anything. This statement was the closest explanation that I have received from USAA as to why my money was taken from me, and it was not even an explanation they simply said because the name XXXX was included in the receipt. In the document submitted to Nevada Division of Insurance from USAA paragraph 7 USAA states XXXX XXXX allegations she was given monies and it taken back without explanation is unfounded we told XXXX XXXX the reasoning of the EFT reversal of her RD payments. This is false, in fact if it were not for Nevada Division of Insurance I would still not know that USAA took my money because USAA came to a conclusion that I was using my equipment for business and not personal. I require that USAA send me the documentation in which they explained to me that the money in the amount of {$1600.00} was taken from my account due to a misrepresentation of use of equipment. I also require that USAA provide me with proof that I received that document.
After I submitted NOTICE : OF HARASSMENT AND INSURANCE FRAUD CAUSED BY USAA to USAA XXXX XXXX contacted me. On XX/XX/XXXX XXXX XXXX requested that I provided proof of payment and my XXXX and XXXX taxes. I of free will provided XXXX XXXX with my XXXX but did not understand why I needed to provide proof of payment when I had already provided it. When I told XXXX XXXX that I already provided proof of payment she responded with We have the receipt for the replacement of equipment, but need your proof of payment for that equipment. ( see attached document ) This response made no sense to me because in that same document sent to me on XX/XX/XXXX titled INFORMATION ABOUT YOUR CLAIM AND DEMAND FOR PAYMENT under point 1 it states Proof of purchase and/or proof of payment for your stolen items. This can include, but is not limited to receipt, invoice, .. I provided them with what their document states counts as proof of payment so What exactly was USAA asking for? On the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 section d I asked USAA why is it that they needed more information from me when I provided them with the receipt on XX/XX/XXXX. USAA did not respond. Why did USAA not respond?
In the document submitted by USAA to Nevada Division of Insurance Paragraph 6 USAA states On XX/XX/XXXX, the SIU Investigator requested all proof of payment for the XXXX replacements, and tax returned from XXXX XXXX. Subsequently, she provided her XXXX tax returns to SIU Investigator for further evaluation As stated earlier I willingly provided my XXXX tax return to USAA, so that they could see that I do not make money from my music. That it is nothing more than therapeutic release.
The response to receiving my XXXX taxes was to submit my XXXX tax returns. I then submitted in writing to USAA that I would not be providing them with anymore private information under the Privacy Act of XXXX. Every time I was compliant USAA would ask me for more private information. Due to my mental health illness I did not work in XXXX, I sustained myself with my basic housing allowance provided to me by my Post XXXX XXXX XXXX and my XXXX check both of which are nontaxable. Hence, I had no tax returns to provide. In the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 section d I requested USAA to provide me with a valid reason for needing this information, USAA did not reply. Why did USAA not reply to me? How did USAA determine that oracle was correlated to a business when my XXXX taxes clearly show that it does not?
On XX/XX/XXXX I submitted a document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT. This was sent by both mail and through the message board on my USAA claims account. In this document I provided USAA with FREEDOM OF INFORMATION ACT AND PRIVACY ACT REQUEST, where I requested the USAA provide me with all the information they had, USAA did not respond. I also provided in the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT proof of me, XXXX XXXX XXXX as a living being ( see document FOR THE CLAIMANTS- KNOWLEDGE OF THS LIVE-LIFE WITH THIS CLAIM BY THIS CLAIMANT ) to prove to USAA that i XXXX XXXX XXXX XXXX XXXX am not a business or corporation but a human being in flesh and blood. I also stated in the document titled INFORMATION CONCERNING MY CLAIM SETTLEMENT DEMAND FOR PAYMENT page 2 second to last paragraph that I would not be providing USAA with the information of private citizens.
In the XX/XX/XXXX phone call the SIU investigator asked me if I was working with someone. I stated no, and I stand by that response. I was not and am not working with anyone. I have people who help me which I explained earlier but I do not work with anyone. To work with someone means to get paid which I have stated several times throughout the months that I do not get paid for my music, to receive help is voluntary.
On XX/XX/XXXX I received a document through USAA message board titled INFORMATION ABOUT YOUR CLAIM stating that On XX/XX/XXXX, XXXX XXXX contacted XXXX XXXX XXXX and Pro Audio and they advised that the receipt that you submitted was not a legitimate receipt and the order number does not match the document you submitted to XXXX XXXX. They also stated that their letterhead was incorrect on the invoice and located a quote that matched your invoice that was given to another person. Yet in the document submitted by USAA to Nevada Division of Insurance paragraph 6 USAA states The SIU investigation yielded the following ; the invoice in questions was not provided by the store listed on it. Hence, XXXX XXXX RD claim was denied for misrepresentation. Which one is it? Is USAA not paying me because the quote of my invoice was given to another person or is USAA not paying me because the invoice was not provided by the store listed on it? If the store wasn't the right store then where did USAA get the information that the invoice was given to another person?
Furthermore, which receipt/invoice is USAA talking about? Are they referring to the one I submitted from XXXX which is where the equipment was purchased from or is USAA referencing the second receipt that I did not submit yet they somehow have? Also if the receipt was under another person or the invoice was not provided by the store listed than where did USAA come to the conclusion that i XXXX XXXX XXXX, XXXX am a business? Every equipment in that receipt is in my possession I have pictures as well as serial number that can be given at any time upon request but USAA has never requested for that information. I require USAA to submit to me the documentation in which XXXX stated all of the above information. I require USAA to send me all documents in which they were able to create the conclusion that I was using my equipment for business use and not personal.
In the document submitted to Nevada Division of Insurance from USAA Paragraph 4 USAA states Policy language allows the insured to collect RD as replacements are completed. As long as the actual amount incurred exceeds the XXXX XXXX XXXX XXXX XXXX XXXX paid on the line item , RD can be released up to the estimated amount or the actual amount spent, whichever is less. This statement is false, in the document titled RENTERS POLICY PACKET page 20 first paragraph of loss settlement it states, We will pay the full cost of repair or replacement, subject to all policy provisions. No deduction will be made for depreciation.
Why did USAA deduct depreciation from my settlement if the contract itself states that they will not? In that same document page 8 under definition of actual cash value it states actual cash value means the replacement cost of property at the time of loss less a deduction for depreciation based on its age and usage.. USAA contradicted itself within its own document by first stating that depreciation is taken from the actual cash value and then stating that depreciation will not be taken under loss settlement. Which one is it USAA?
In the document submitted by USAA to Nevada Division of Insurance paragraph 7 USAA states Lastly, her assertion an illegal search and seizure was conducted and is unfounded, as we acted in accordance with the renters policy, specifically the Duties after Loss excerpt. Then USAA provided Nevada Division of Insurance with 10 out of the 50 page RENTERS POLICY PACKET and highlighted the Duties after Loss section. The Duties after Loss excerpt does not state what USAA is required/allowed to do but only states what I must do after my loss. How can the Duties After Loss excerpt be a form of defense against illegal search in seizure when this excerpt only pertains to what I must do within the policy?
On the document titled INFORMATION ABOUT YOUR CLAIM dated XX/XX/XXXX a letter also sent to Nevada Division of Insurance by USAA the first sentence under Factual Summary states On XX/XX/XXXX, you advised that your residence was broken into and your studio was robbed. I told USAA that my apartment was broken into and my studio equipment was stolen. Not that my studio was robbed. i do not have a studio i only have studio equipment. The document that USAA submitted to Nevada Division of Insurance paragraph 2 USAA states, XXXX XXXX reported that on XX/XX/XXXX her studio residence was burglarized. What studio residence? i don't even know what a studio residence is.
What is a studio residency? Where did USAA get this idea that my studio residence was robbed or that my studio was robbed when the police report itself states that the robbery took place in my residence/home ( see attached document )? I provided a copy of my lease to show that i live in an apartment as well as the floor plans that my apartment complex rents out. To show that studio residence is not a space that is rented through them. Here is my property managers information XXXX XXXX in case USAA needs to verify that i am renting a one bedroom apartment. I require USAA to submit to me the document in which I state that I have a studio residence.
Lastly, who is XXXX XXXX? The document from USAA submitted to Nevada Division of Insurance was written by a XXXX XXXX. XXXX XXXX is not XXXX XXXX XXXX who I have addressed in my documents. I have never spoken to XXXX XXXX and XXXX XXXX has not contacted me. How can someone speak on behalf of USAA in a claim that they have nothing to do with?
How can someone other than the President speak on behalf of USAA on a claim they have nothing to do with? Where did XXXX XXXX receive the information from? Did XXXX XXXX investigate the claim? Did XXXX XXXX listen to the voice recording? Did XXXX XXXX read the documents sent back and forth between USAA employees and myself? Did XXXX XXXX speak to XXXX?
XXXX XXXX was not involved with this case until the documentation to Nevada Division of Insurance was submitted. Considering that XXXX XXXX provided no supporting documents to any of the conversation between USAA and I that is stated in the document it is safe to assume that all the information acquired is hearsay, which an insurance company is not allowed to do.
I am the victim here, I was violated and robbed within my own home and then I was violated and robbed through my insurance company who under oath agreed to uphold the constitution in my protection. USAA has given me excuse after excuse for not paying me in full such as due to the hurricanes on the east coast they fell behind with their claims, because the name XXXX was on the receipt, to lastly the receipt that I provided was false. I am not using the equipment for the business but for personal. I provided USAA with evidence that I do not make money from my music such as my tax return from XXXX.
Then USAA stated that the receipt I provided was false and even then, USAA did not state that the equipment is not in my possession. USAA provided nothing more than a story to Nevada Division of Insurance, USAA provided no supporting documents to any of the conversations they claimed we had in which I admitted to being a corporation/business, USAA did not provide conversations submitted back and forth between USAA and I ( information that I have provided, see attached documents ), USAA withheld information from Nevada Division of Insurance, USAA provided fraudulent information to Nevada Division of Insurance, USAA attempted to defame my good name with Nevada Division of Insurance, and USAA provided misleading information to Nevada Division of Insurance.
USAA created a corporation in my name XXXX XXXX XXXX without my consent or permission. And are now attempting to state that i created the corporation. It was not until the last document that USAA provided me and Nevada Division of Insurance titled INFORMATION ABOUT YOUR CLAIM where they changed my name to XXXX XXXX XXXX. Why did USAA not change my name in the previous documents they submitted to me but changed it in the only document they submitted to Nevada Division of Insurance? Why did USAA only change my name when Nevada Division of Insurance became involved? Is this a part of the Cestui Que Trust?
I demand that USAA provide me with every document I requested in this document as well as a response to all questions in writing within 10 days upon receipt. For verification and validation, I require a wet signature from XXXX XXXX XXXX, XXXX in the response. Failure to answer all question, provide all documents, and a wet signature from XXXX XXXX XXXX by default will be an admission of guilt and wrongdoing.
If USAA does not provide me with this information, I demand payment in full for the {$14000.00} minus the {$7600.00} already paid and the {$250.00} deductible totaling {$6500.00} to be sent to me by check through XXXX mail. I also demand USAA to cancel my renters policy insurance. For these are the causes of injury that must be cured. I also request that Nevada Division of Insurance fine USAA for the violation of codes listed on the attached document. This Claim/affidavit was submitted to [ XXXX ] XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, TX XXXX [ XXXX ] on XXXX XXXX and has yet to be resolved.
I must reiterate that they USAA stated to me during a phone conversation with SUI investigator she stated that USAA had an investment in me and my property. Such is false and i demand to see all records that which at anytime USAA have tendered a bond or payments received from the US Treasury and or XXXX XXXX XXXX XXXX in any amount paid out to USAA.
|
| 03/06/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
TO USAA FEDERAL SAVINGS BANK BOARD OF DIRECTORS. REGARDING NOTE FOR XXXX ON XX/XX/XXXX AND CURRENT NOTE XXXX ON XX/XX/XXXX. PRODUCE THE NOTES. Greetings, Well, after 7 mouths the facts have not been answered on this matter. I have sent USAA FEDERAL SAVINGS BANK documents of all facts on this issue. The fact that you have not rebutted the proof of claim point by point. I will now inform you I'm of the age of Majority, of sound mind and competent to testify. The fact of the matter is I signed 4 promissory notes for value and USAA FEDERAL SAVINGS BANK has accepted the notes as Legal Tender. All Promissory notes are a tender of payment of a obligation to pay an instrument is made to a person entitled to enforce the instrument, the effect of tender is governed by principles of law applicable to tender of payment under a simple contract. The promissory notes under Title 7 CODE OF FEDERAL REGULATIONS 1951.15- Return of paid-in-full or satisfied notes to borrower. The notes will be returned to the borrower after the payment in full or execute an appropriate affidavit regarding the lost notes. I have requested a affidavit of truth, requesting that you produce my wet ink note and the satisfied note, which has been dis-honored. Code of federal regulations 1901.503 Definitions. ( 1 ) - ( 19 ) insurance of notes and 1901.508 Servicing of insured notes outstanding with investors. The holder will endorse the insured note as follows : " Pay to the order of the United States of America. Without recourse ''. As the facts I have stated in our contract # XXXX Conditional Acceptance for the Value/Agreement/ Counter Offer to Acceptance of Offer. The Obligation 's of public debt of the United States of America is discharged though the banks. USAA FEDERAL SAVINGS BANK has refused to answer my questions with detailed specific answers, we will presume that there is a concealment of material of facts and that the promissory note has been altered and stolen and that I provided the money that USAA FEDERAL SAVINGS BANK claims have lent to me. If you claim that there is an agreement and a loan, then you must stop concealing material facts, answer my questions, and tell me if the promissory note was recorded as a loan from me to USAA FEDERAL SAVINGS BANK or the Promissory note was stolen. According to my records, the promissory note was stolen or recorded as a loan from me to USAA and that USAA never paid XXXX cent as adequate consideration to purchase the promissory note from me creating the economics similar to stealing, counterfeiting and swindling. I am now demanding that you either stop concealing material facts and answer my questions if you claim that there is an agreement or that you return the stolen promissory note. If you claim that the promissory note was a loan from me to USAA FEDERAL SAVINGS BANK, I demand that you immediately repay the loan by returning the promissory note and stop the damage to me. I am hereby offering to discharge the alleged debt provided that you give specific answers to my questions regarding the alleged debt and I will payoff or discharged the alleged debt using the same specie of funds or money or money equivalent that USAA FEDERAL SAVINGS BANK used to fund the alleged loan or similar instrument thus ending all liens and interests. One of the requirements of a negotiable instrument is that the instrument must be payable for a fixed amount of money. My question is, from your point of view according to your understanding of the agreement, is money deposited recorded as a bank asset or as a bank liability? Please list all forms of money or negotiable instruments you and USAA FEDERAL SAVINGS BANK are involved in, issuing the alleged loan, use as or like or as a substitute as money or credit used to fund checks or bank drafts. Specifically, did you or USAA FEDERAL SAVINGS BANK use my promissory as a bank asset which was offset by a bank liability? Specifically was my promissory note used to fund a check or bank draft? If my promissory note was used to fund a check, then I provided the money to fund the so called loan and you never lent me XXXX cent of your money to purchase the note from me. Therefore, the economics are similar to stealing, counterfeiting and swindling against me, which I never agreed to and which is not part of the agreement. According to me if you used my promissory note to fund a check, you stole my promissory note or you recorded it as a loan from me to you and you still owe me money that you never lent me. Stealing changed the cost and the risk of the transaction. I want to know specifically did you intend to create the economics similar to stealing my promissory note as part of the agreement? Please answer yes or no. If you refuse to tell me, then we have fraud in the factum, which makes you no longer the holder in due course. No title passes with a theft. Since the promissory note is forged, and no good title passes with a forged document, you are not the holder. I demand that the stolen forged promissory note now be returned or you answer all of my questions in this notice and previous notices explaining the terms and conditions of the alleged agreement concerning the economics similar to stealing, counterfeiting and swindling. To be a holder in due course you must perform the following 3 deeds : 1. Purchase the promissory note from me. 2. Take the promissory note in good faith using honesty, absence of malice and the absence of design to defraud or seek an unconscionable advantage ( See Blacks Law Dictionary for good faith ) and 3. Have no notice of any defenses against payment of other claims on the promissory note. USAA FEDERAL SAVINGS BANK agreed to the following general terms and conditions of the loan agreement : 1. USAA FDERAL SAVINGS BANK must use their money or credit as adequate consideration to purchase the agreement from me to repay the loan. 2. USAA FEDERAL SAVINGS BANK involved in the alleged loan did not accept anything of value from me that would be used to fund a check or similar instrument in approximately the amount of the alleged loan. 3. USAA FEDERAL SAVINGS BANK must follow Generally accepted accounting principles as required by CPA audit opinions. 4. The intent of the agreement is the party who funded the loan is to be repaid the money. 5. All material facts are to be disclosed in the writing agreement.6. The holder must repay the loan in the same specie of money or credit or thing of value the financial institution involved in the loan used to fund the loan check or similar instrument, thus ending all interest and liens. 7. The loan transaction does not create the economics similar to stealing, counterfeiting and swindling. The agreement that I entered into has the above seven elements in it. According to the bookkeeping entries, USAA FEDERAL SAVINGS BANK breached all seven basic elements of the agreement and USAA FEDERAL SAVINGS BANK and then concealed material facts of the agreement. I am demanding adequate assurance of due performance that the above seven elements are part of the loan agreement or I demand that the USAA FEDERAL SAVINGS BANK return a XXXX loan balance. The question is Why you Can not produce the promissory note? Answer is because they are a bill of exchange, legal tender and used to discharge public debt. NOTICE OF MEMORANDUM OF LAW POINTS AND AUTHORITIES IN SUPPORT OF INTERNATIONAL BILL OF EXCHANGE Points and Authorities in Support of International Bills of Exchange or International Promissory Note Those who constitute an association nationwide of private, unincorporated persons engaged in the business of banking to issue notes against these obligations of the United States due them ; whose private property is at risk to collateralize the governments debt and currency, by legal definitions, a national banking association ; such notes, issued against these obligations of the United States to that part of the public debt due its Principals and Sureties are required by law to be accepted as legal tender of payment for all debts public and private, and are defined in law as obligations of the United States, on the same par and category with Federal reserve notes and other currency and legal tender obligations. RE : Item tendered for Discharge of Debt. TENDER OF DEBT BY THE PEOPLE i.e. the SURETY IS AN OBLIGATION OF THE U.S. TREASURY ( The instrument tendered to whomever, and negotiated to the United States Treasury for settlement, is an Obligation of THE UNITED STATES, under Title 18USC Sect.8, representing, as the definition provides, a certificate of indebtedness .drawn upon an authorized officer of the United States , ( in this instance the Secretary of the Treasury ) issued under an Act of Congress ( see : public law 73-10, HJR-192 of 1933, Title 31 USC 3123 and 31 USC 5103 ) and by treaty ( see : UNITED NATIONS CONVENTION ON INTERNATIONAL BILLS OF EXCHANGE AND INTERNATIONAL PROMISSORY NOTES ( UNCITRAL ) and the XXXX XXXX XXXX headquartered in XXXX, XXXX ) . TITLE 18 & gt ; PART I & gt ; CHAPTER 1 & gt ; Sec. 1. & gt ; Sec. 8. Sec. 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps. The International Bill of Exchange is legal tender as a national bank note, or note of a National Banking Association, by legal and/or statutory definition ( UCC 4-105, 12CFR Sec. 229.2, 210.2, 12 USC 1813 ), issued under Authority of the United States Code 31 USC 392, 5103, which officially defines this as a statutory legal tender and is issued in accordance with 31 USC 3123 and HJR 192 ( XXXX ) which establish and provide for its issuance as Public Policy in remedy for discharge of equity interest recovery on that portion of the public debt to its Principals and Sureties bearing the Obligations of THE UNITED STATES. This is a statutory remedy for equity interest recovery due the principles and sureties of the United States for discharge of lawful debts in commerce in conjunction with US obligations to that portion of the public debt it is intended to reduce. During the financial crisis of the depression in XXXX, gold, silver and real money were removed as a foundation for our financial system. In its place the substance of the American citizenry : their real property, wealth, assets and productivity that belongs to them was, in effect, pledged by the government and placed at risk as the collateral for US debt, credit and currency for commerce to function. This is well documented in the actions of Congress and the President at that time and in the Congressional debates that preceded the adoption of the reorganizational measures : Senate Document No. 43, 73rd Congress, 1st Session, stated, Under the new law the money is issued to the banks in return for Government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances. The money will be worth XXXX cents on the debt because it is backed by the credit of the nation. It will represent a mortgage on all the homes and other property of all the people in the Nation. ( Which lawfully belongs to these private citizens. ) The National Debt is defined as mortgages on the wealth and income of the people of a country. ( XXXX XXXX, XXXX. ) Their wealth, their income. The reorganization is evidenced by : The Emergency Banking Act, XX/XX/XXXX, House Joint Resolution 192, XX/XX/XXXX ( public law 73-10 ) And the series of Executive Orders that surrounded them : 6073- Reopening of Banks. Embargo on Gold Payments and Exports, and Limitations on Foreign Exchange Transactions. XX/XX/XXXX 6111-Transactions in foreign exchange are permitted under Governmental Supervision. XX/XX/XXXX 6102 Forbidding the hoarding of gold coin, gold bullion and gold certificates. XX/XX/XXXX On XX/XX/XXXX, Congress had passed An Act to provide for the establishment of Federal reserve banks, to furnish an elastic currency, to afford a means of rediscounting commercial paper, to establish a more effective supervision of banking in the United States, and for other purposes. The Act is commonly known as the Federal Reserve Act. One of the purposes for enacting the Federal Reserve Act was : ( 3 ) to authorize hypothecation of obligations including United States bonds or other securities which Federal reserve Banks are authorized to hold under Section 14 ( a ) ; 12 USC ; ch. 6, 38 Stat. 251 Sect 14 ( a ) The term hypothecation as stated in Section 14 ( a ) of the Act is defined : 1. Banking. Offer of stocks, bonds, or other assets owned by a party other than the borrower as collateral for a loan, without transferring title. If the borrower turns the property over to the lender who holds it for safekeeping, the action is referred to as a pledge. If the borrower retains possession, but gives the lender the right to sell the property in event of default, it is a true hypothecation. 2. Securities. The pledging of negotiable securities to collateralize a brokers margin loan. The broker pledges the same securities to a bank as collateral for a brokers loan, the process is referred to as re-hypothecation. [ Dictionary Of Banking Terms, Fitch, pg. 228 ( XXXX ) ] As seen from the definitions, in hypothecation there is equitable risk to the actual owner. Section 16 of the current Federal Reserve Act, which is codified at 12 USC 411, declares that Federal Reserve Notes are obligations of the United States. So we see the full faith and credit of the United States, which is the substance of the American citizenry, their real property, wealth, assets and productivity that belongs to them, is thereby hypothecated and re-hypothecated by the United States to its obligations as well as to the Federal Reserve for the issuance and backing of Federal Reserve Notes, as legal tender, for all taxes, customs, and other public dues. TITLE 12 & gt ; CHAPTER 3 & gt ; SUBCHAPTER XII & gt ; Sec. 411. Sec. 411. Issuance to reserve banks ; nature of obligation ; redemption Federal Reserve notes, to be issued at the discretion of the Board of Governors of the Federal Reserve System for the purpose of making advances to Federal reserve banks through the Federal reserve agents as hereinafter set forth and for no other purpose, are authorized. The said notes shall be obligations of the United States and shall be receivable by all national and member banks and Federal reserve banks and for all taxes, customs, and other public dues. The commerce and credit of the nation continues on today under financial reorganization ( Bankruptcy ) as it has since XXXX, still backed by the assets and wealth of the American citizenry, at risk for the governments obligations and currency. Under the 14th amendment and numerous Supreme Court precedents, as well as in equity, Private property can not be taken or pledged for public use without just compensation, or due process of law. I have signed the promissory note for value and they were accepted by USAA FEDERAL SAVINGS BANK as legal tender. I have also mailed USAA FEDERAL SAVINGS BANK a Tender of payment Offering under the Federal Emergency Relief Act of XXXX. AN ACT To provide for cooperation by the Federal Government with the several States and Territories and the District of Columbia in relieving the hardship and suffering caused by ( Sec. 4. ( a ) ) Out of the funds to provide the necessities of life to persons in need as a result of the present emergency, and/or to their dependents, whether resident, transient, or homeless. - The Federal Emergency Relief Act of XXXX Approved, XX/XX/XXXX ( Sec. 4. ( a ) ) " The ownership of all property is in the state by virtue of the government " Under the new law government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of all the people of the nation. '' Senate Document No. 43, 73rd Congress, 1st Session, Congressional Record, XX/XX/XXXX on HR 1491 p. 83. The said notes shall be obligations of the United States and shall be receivable by all national and member banks and Federal reserve banks and for all, and other public dues. They shall be redeemed at the Treasury Department of the United States, in the city of Washington, District of Columbia, or at any Federal Reserve bank. 12 U.S. Code 411 - Issuance to reserve banks ; nature of obligation ; redemption ( Dec. 23, 1913, ch. 6, 16 ( par. ), 38 Stat. 265 ; Jan. 30, 1934, ch. 6, 2 ( b ) ( 1 ), 48 Stat. 337 ; Aug. 23, 1935, ch. 614, title II, 203 ( a ), 49 Stat. 704. ) You are hereby notified that I do hereby tender payment for the above referenced obligation of debt, and because this debt concerns property of the United States it is deemed by law and operation of statute to be a government obligations and must be handled in accord with the dictates of statute. I accept the obligation on behalf of the United States of America and hereby make assignment of the obligation to the United States Treasury Department on behalf of the United States of America as authorized by statute. You are to present the item ( remittance coupon ) to the United States Treasury Department or at any Federal Reserve bank to include any Federal Reserve member banks to redeem the value of the obligation. As per the terms of the contract this shall serve as my notice of change in terms of contract, cancelling and or suspending any acceleration penalties and paying the US government debt obligation for value through acceptance pledging an assignment in full. I have giving you instructions on my tender of payment. USAA FEDERAL SAVINGS BANK Kept the original GOVERNMENT OBLIGATIONs REMITTANCE COUPON. Which means that we are in a agreement that the debt is discharged. You have accepted the tender of payment. INTENTIONS : The above United States government obligations is hereby accepted and acknowledged and I do assign and pledge the total value of the obligation to the United States of America through the United States Department of the Treasury to be redeemed for value and receivable at the Federal Reserve, the Federal Reserve Bank, and/or any member bank and/or national Association as prescribed by statute ( the act ofXX/XX/XXXX ; the act of XX/XX/XXXX; 12 USC 411 ; 18 USC 8 ; and the intentions of the United States Congress concerning THE CURRENT SERIOUS NATIONAL EMERGENCY ). Discharging of Government Obligations Acct # 1803742129 Beneficial Interest Holder and Citizen of the United States of America " Since XX/XX/XXXX, the United States has been in A STATE OF DECLARED NATIONAL EMERGENCY. '' Senate Report 93-549, July 24, 1973 ; Public Law 94-112 - XX/XX/XXXX 7 CFR 1901.508 Servicing of insured notes outstanding with investors. ( i ) endorse the insured note as follows : Pay to the order of .. Without recourse. The holder will then deliver the endorsed note, to the XXXXirector, Finance Office. ( ii ) On receipt of the endorsed note the Director, Finance Office, will acknowledge receipt of the note and process payment to the assignor of the par value of the note as of the date of the Treasury check. The United States can not pledge or risk the property and wealth of its private citizens, for any government purpose, without legally providing them remedy to recover what is due them on their risk. This principle is so well established in English common law and in the history of American jurisprudence. The 14th amendment provides : no person shall be deprived ofproperty without due process of law. The Courts have long ruled to have ones property legally held as collateral or surety for a debt, even when he still owns it and still has it, is to deprive him of it since it is at risk and could be lost for the debt at any time. The United States Supreme Court said, in United States v. XXXX [ 13 Wall, 623, 627 ], Private property, the Constitution provides, shall not be taken for public use without just compensation. The right of subrogation is not founded on contract. It is a creature of equity ; is enforced solely for the purpose of accomplishing the ends of substantial justice ; and is independent of any contractual relations between the parties. XXXX & L. R. R. Co. v. Dow, 120 U.S. 287, 301-302 ( 1887 ). The rights of a surety to recovery on his risk or loss when standing for the debts of another was reaffirmed again as late as XXXX in XXXX v. XXXX XXXX. XXXX, 371 U.S. 132, when the Court said : sureties compelled to pay debts for their principal have been deemed entitled to reimbursement, even without a contractual promise And probably there are few doctrines better established Blacks Law Dictionary, 5th edition, defines surety : One who undertakes to pay or to do any other act in event that his principal fails therein. Everyone who incurs a liability in person or estate for the benefit of another, without sharing in the consideration, stands in the position of a surety. Constitutionally, and in the laws of equity, the United States could not borrow or pledge the property and wealth of its private citizens, put at risk as collateral for its currency and credit, without legally providing them equitable remedy for recovery of what is due them. The United States government, of course, did not violate the law or the Constitution in this way in order to collateralize its financial reorganization, but did, in fact, provide such a legal remedy so that it has been able to continue on since XXXX to hypothecate the private wealth and assets of those classes of persons by whom it is owned, at risk backing the governments obligations and currency, by their implied consent, through the government having provided such remedy, as defined and codified above, for recovery of what is due them on their assets and wealth at risk. The provisions for this are found in the same act of Public Policy HJR-192, public law 73-10 that suspended the gold standard, abrogated the right to demand payment in gold, and made Federal Reserve notes for the first time legal tender, backed by the substance or credit of the nation. All US currency since that time is only credit against the real property, wealth and assets belonging to the private sovereign American people, taken and/or pledged by THE UNITED STATES to its secondary creditors as security for its obligations. Consequently, those backing the nations credit and currency could not recover what was due them by anything drawn on Federal Reserve notes without expanding their risk and obligation to themselves. Any recovery payments backed by this currency would only increase the public debt its citizens were collateral for, which an equitable remedy was intended to reduce, and in equity would not satisfy anything. And there was, as still, no longer actual money of substance to pay anybody. There are other serious limitations on our present system. Since the institution of these events, for practical purposes of commercial exchange, there has been no actual money in circulation by which debt owed from one party to another can actually be repaid. Federal Reserve Notes, although made legal tender for all debts public and private in the reorganization, can only discharge a debt. Debt must be paid with value or substance ( i.e. gold, silver, barter, labor, or a commodity ). For this reason HJR-192 ( XXXX ), which established the public policy of our current monetary system, repeatedly uses the technical term of discharge in conjunction with payment in laying out public policy for the new system.
|
| 03/16/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Social Security # XXXX DOB : XX/XX/XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, Texas XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX. Box XXXX, XXXX, GA XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, XXXX, PA XXXX DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
LEGAL DISPUTE REQUESTING FULL DISCLOSURE OF TRUE TIMELINES PERTAINING TO TRADELINE PROCUREMENT, IN ADDITION TO ACTUAL PAYMENT HISTORY PROVING ACTUAL INITIAL DATE OF FIRST 30-DAY LATE PAYMENT HISTORY, THUS TRIGGERING THE 7-YEAR RULE THAT RELATES TO ERRONEOUS OR OBSOLETE INFORMATION.
605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ] ( a ) Information excluded from consumer reports. Except as authorized under subsection ( b ) of this section, no consumer reporting agency may make any consumer report containing any of the following items of information : ( 1 ) Cases under title 11 [ United States Code ] or under the Bankruptcy Act that, from the date of entry of the order for relief or the date of adjudication, as the case may be, antedate the report by more than 10 years.
( 2 ) Civil suits, civil judgments, and records of arrest that from date of entry, antedate the report by more than seven years or until the governing statute of limitations has expired, whichever is the longer period.
( 3 ) Paid tax liens which, from date of payment, antedate the report by more than seven years.
( 4 ) Accounts placed for collection or charged to profit and loss which antedate the report by more than seven years. ( 1 ) ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.1 ( b ) Exempted cases. The provisions of subsection ( a ) of this section are not applicable in the case of any consumer credit report to be used in connection with ( 1 ) a credit transaction involving, or which may reasonably be expected to involve, a principal amount of {$150000.00} or more ; ( 2 ) the underwriting of life insurance involving, or which may reasonably be expected to involve, a face amount of {$150000.00} or more ; or ( 3 ) the employment of any individual at an annual salary which equals, or which may reasonably be expected to equal {$75000.00}, or more. ( c ) Running of reporting period. ( 1 ) In general.
The 7-year period referred to in paragraphs ( 4 ) and ( 6 ) ** of subsection ( a ) shall begin, with respect to any delinquent account that is placed for collection ( internally or by referral to a third party, whichever is earlier ), charged to profit and loss, or subjected to any similar action, upon the expiration of the 180-day period beginning on the date of the commencement of the delinquency which immediately preceded the collection activity, charge to profit and loss, or similar action.
CREDITOR CONTACT INFORMATION : USAA SAVINGS BANK XXXX XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX Credit Dispute Research XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
XXXX XXXX XXXX XXXXXXXX Credit Bureau Dispute XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
DISCLOSURE : At no time is this a dispute of identity theft or fraud, and I want my dispute answered by the creditor supplying the information on me to be 100 % validated, and/or to see if the timeline for its existence has passed, or if the credit/collection/public record tradeline is on my credit report in violation of the Fair Credit Reporting Act or a violation of the Fair Debt Collection Practices Act. Any item that I believe is not being validated by the creditor or collection agency or public record vendor will be disputed with the Consumer Financial Protection Bureau at a future date. If the item in dispute is legally valid, I will stand by that validation. We only request validation of information and/or debt ownership. At no time will I dispute a credit reporting agency, as it is imperative to the American free markets that XXXX XXXX and XXXX XXXX maintain integrity for the American consumers.
The following federal laws are what I am basing my rights under : Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : https : //www.consumer.ftc.gov/articles/pdf-0111-fair-credit-reporting-act.pdf Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text I make this request based upon potentially six criteria : 1 ) That I personally agreed and signed a application and/or contract on an extension of credit, and that I may have been late on payments and desire to find an agreed upon timeline when my credit trade line will go to a positive status, or be in position for its legal deletion mandated by the Fair Credit Reporting Act 7-Year rule on the deletion of antiquated information.
2 ) That there may be items on my credit report that was acquired through a public record vendor, and that I may request a fully documented validation of any or all items posted from public record, and upon discovery may request the deletion of the public record postings based upon legal time limits, and/or completed research proving the settled agreements between myself and a second or third party. In and event, if the public record is legal, I will agree upon the trade line being maintained on my credit report until the time arrives where it can legally be removed.
3 ) I may dispute any collection agency that maintains that they are attempting to collect a debt, either for an original creditor I may have had an association with, or if the collection agency maintains that they have acquired the debt. I may request from the debt collector full documentation of assignment of debt collection in written form as mandated by the Federal Trade Commission, including but not limited to verification that the collection agency is bonded and legally approved to collect debts from consumers within my state of residency, and if the agency maintains that the debt has been acquired by purchase, then full documented history of the debt transfer either directly from the original creditor and/or from the securitized trust the debt may have been sold to in a debt portfolio administered through the full regulatory body of the Securities and Exchange Commission. I may in addition request such documentation through the Federal Deposit Insurance Corporation if that is indeed the governing body of the original credit grantor.
4 ) I will dispute all public utility payment histories including the collection process assigned to any collection agency, as all public utilities including cell phone charges, natural gas, electric and public violations within municipalities are not governed by the Fair Credit Reporting Act, but by governing bodies within each state known as public service commissions. At no time will I ever agree upon the postings of public utilities on my credit report, even though I understand that I may volunteer to add my payment histories of this nature at any time.
5 ) I may request the services of the Consumer Financial Protection Bureau to help me as a potential mediator in cases where I believe that my rights under the Fair Credit Reporting Act and the Fair Debt Collection Practices Act are in violation. At all times I will maintain a professional demeanor on the clearance of negative information on any of my credit reports.
6 ) I will only file a direct complaint with any credit reporting agency if I believe enough evidence has been ascertained showing that the creditor, collection agency and/or public service vendor is in violation of their subscriber agreement with any credit reporting agency.
I may dispute excessive inquiries posted on my credit reports based on the following. As the Federal Trade Commission struggles every year with maintaining the integrity of the credit community, from filing charges against illegal collection practices that abuse against the Fair Credit Reporting Act ( FCRA ) and The Fair and Accurate Credit Transactions Act ( FACTA ), bigger problems have evolved that may never be addressed without Congressional overhaul on current legislation. There is one major problem in the FICO scoring models implemented with each major credit reporting agency ( CRAS ). The excessive use of credit checks that draw down ones credit scores, and in many cases these credit reports are run as a full inquiry that causes severe damage to a persons credit score even though there was no validation on approval to pull credit or as the FCRA states a legitimate business need. Accordingly ; I may request under my rights under the Fair Credit Reporting Act ( FCRA ), the Fair and Accurate Credit Transactions Act ( FACTA ), and the Fair Debt Collection Practices Act ( FDCPA ) I request a full validation of each posted inquiry, proving that I indeed signed a credit authorization for each inquiry.
DISCLOSURE : THIS IS NOT AN IDENTITY THEFT DISPUTE, PLEASE REFRAIN FROM TAKING ANY POSITION OF IDENTITY THEFT EITHER WITH ANY CREDIT REPORTING AGENCY OR ANY SUBSCRIBERE THAT PARTAKES IN THE PRIVLIDGES ON REPORTING CONSUMERS PAYMENT HISTORY, IT IS A DISPUTE ON GROUNDS OF VALIDATION PURPOSES ONLY.
LEGAL DISPUTE ON EXCESSIVE INQUIRY PRACTICES INTO A CONSUMER REPORT WITHOUT PROPER DISCLOSURES IN PLACE AND/OR ABUSIVE EXTENSION OF LEGITIMATE BUSINESS PURPOSES, THIS IS THE ACTUAL GUIDELINES OF OBTAINING CONSUMER REPORTS UNDER THE FAIR CREDIT REPORTING ACT As a public service, the staff of the Federal Trade Commission XXXX FTC XXXX has prepared the following complete text of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et seq. Although staff generally followed the format of the U.S. Code as published by the Government Printing Office, the format of this text does differ in minor ways from the Code ( and from West 's U.S. Code Annotated ). For example, this version uses FCRA section numbers ( 601-625 ) in the headings. ( The relevant U.S. Code citation is included with each section heading and each reference to the FCRA in the text. ) 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] ( a ) In general. Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) In response to the order of a court having jurisdiction to issue such an order, or a subpoena issued in connection with proceedings before a Federal grand jury.
( 2 ) In accordance with the written instructions of the consumer to whom it relates.
( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ; or ( B ) intends to use the information for employment purposes ; or ( C ) intends to use the information in connection with the underwriting of insurance involving the consumer ; or ( D ) intends to use the information in connection with a determination of the consumer 's eligibility for a license or other benefit granted by a governmental instrumentality required by law to consider an applicant 's financial responsibility or status ; or ( E ) intends to use the information, as a potential investor or servicer, or current insurer, in connection with a valuation of, or an assessment of the credit or prepayment risks associated with, an existing credit obligation ; or ( F ) otherwise has a legitimate business need for the information ( i ) in connection with a business transaction that is initiated by the consumer ; or ( ii ) to review an account to determine whether the consumer continues to meet the terms of the account.
( 4 ) In response to a request by the head of a State or local child support enforcement agency ( or a State or local government official authorized by the head of such an agency ), if the person making the request certifies to the consumer reporting agency that ( A ) the consumer report is needed for the purpose of establishing an individual 's capacity to make child support payments or determining the appropriate level of such payments ; ( B ) the paternity of the consumer for the child to which the obligation relates has been established or acknowledged by the consumer in accordance with State laws under which the obligation arises ( if required by those laws ) ; ( C ) the person has provided at least 10 days ' prior notice to the consumer whose report is requested, by certified or registered mail to the last known address of the consumer, that the report will be requested ; and ( D ) the consumer report will be kept confidential, will be used solely for a purpose described in subparagraph ( A ), and will not be used in connection with any other civil, administrative, or criminal proceeding, or for any other purpose. ( 5 ) To an agency administering a State plan under Section 454 of the Social Security Act ( 42 U.S.C. 654 ) for use to set an initial or modified child support award. ( b ) Conditions for furnishing and using consumer reports for employment purposes. ( 1 ) Certification from user. A consumer reporting agency may furnish a consumer report for employment purposes only if ( A ) the person who obtains such report from the agency certifies to the agency that ( i ) the person has complied with paragraph ( 2 ) with respect to the consumer report, and the person will comply with paragraph ( 3 ) with respect to the consumer report if paragraph ( 3 ) becomes applicable ; and ( ii ) information from the consumer report will not be used in violation of any applicable Federal or State equal employment opportunity law or regulation ; and ( B ) the consumer reporting agency provides with the report, or has previously provided, a summary of the consumer 's rights under this title, as prescribed by the Federal Trade Commission under section 609 ( c ) ( 3 ) [ 1681g ]. ( 2 ) Disclosure to consumer. ( A ) In general. Except as provided in subparagraph ( B ), a person may not procure a consumer report, or cause a consumer report to be procured, for employment purposes with respect to any consumer, unless -- ( i ) a clear and conspicuous disclosure has been made in writing to the consumer at any time before the report is procured or caused to be procured, in a document that consists solely of the disclosure, that a consumer report may be obtained for employment purposes ; and XXXX ii XXXX the consumer has authorized in writing XXXX which authorization may be made on the document referred to in clause XXXX i ) ) the procurement of the report by that person. ( B ) Application by mail, telephone, computer, or other similar means. If a consumer described in subparagraph ( C ) applies for employment by mail, telephone, computer, or other similar means, at any time before a consumer report is procured or caused to be procured in connection with that application -- ( i ) the person who procures the consumer report on the consumer for employment purposes shall provide to the consumer, by oral, written, or electronic means, notice that a consumer report may be obtained for employment purposes, and a summary of the consumer 's rights under section 615 ( a ) ( 3 ) ; and ( ii ) the consumer shall have consented, orally, in writing, or electronically to the procurement of the report by that person. ( C ) Scope. Subparagraph ( B ) shall apply to a person procuring a consumer report on a consumer in connection with the consumer 's application for employment only if -- ( i ) the consumer is applying for a position over which the Secretary of Transportation has the power to establish qualifications and maximum hours of service pursuant to the provisions of section 31502 of title 49, or a position subject to safety regulation by a State transportation agency ; and XXXX ii XXXX as of the time at which the person procures the report or causes the report to be procured the only interaction between the consumer and the person in connection with that employment applicationhas been by mail, telephone, computer, or other similar means. ( 3 ) Conditions on use for adverse actions. ( A ) In general. Except as provided in subparagraph ( B ), in using a consumer report for employment purposes, before taking any adverse action based in whole or in part on the report, the person intending to take such adverse action shall provide to the consumer to whom the report relates -- ( i ) a copy of the report ; and XXXX ii XXXX a description in writing of the rights of the consumer under this title, as prescribed by the Federal Trade Commission under section 609 ( c ) ( 3 ).
I have opted out of my public information with XXXX, and I believe that requesting the deletion of any inquiry based on any legitimate connection to a public record vendor such as XXXX is within my rights under the Fair Credit Reporting Act ( FCRA ), the Fair and Accurate Transactions Act ( FACTA ) and the Fair Debt Collection Practices Act ( FDCPA ). In review of the numerous hard copy disputes on my credit report, I am requesting only the proper protocol to be adhered to in order to maintain the legitimacy of the hard inquiry, that includes an actual name of the person involved with any company that pulled a hard review of my credit history, but in addition a copy of the actual report ascertained from such a review. If these items can not be produced, then by deductive reasoning the hard inquiry is bot 100 % legitimate. Accordingly, under review of 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] ( a ), I request the deletion of the following lists of hard inquiries as follows : I demand my rights be protected based on the 2020 Edition of the Privacy Act published by the U.S. Department of Justice.
B. 5 U.S.C. 552a ( a ) ( 2 ) Individual [ T ] he term individual means a citizen of the United States or an alien lawfully admitted for permanent residence. 5 U.S.C. 552a ( a ) ( 2 ).
Comment : The Privacy Acts definition of individual is much narrower than the FOIAs definition of person, which draws from the Administrative Procedures Act. See 5 U.S.C. 551 ( 2 ) ( 2018 ) ( defining person as an individual, partnership, corporation, association, or public or private organization other than an agency. ) ; see also, e.g., Raven, 583 F.2d at 170-71 ( comparing use of the word individual in the Privacy Act, as opposed to the word person, as more broadly used in the FOIA ) ; Cudzich v. INS , 886 F. Supp. 101, 105 ( D.D.C. 1995 ) ( A plaintiff whose permanent resident status had been revoked is not an individual for the purposes of the Privacy Act.... Plaintiffs only potential access to the requested information is therefore under the Freedom of Information Act. ).
The Privacy Act generally covers citizens and lawful permanent residents, but others have some protections.
Generally, individuals under the Privacy Act are US citizens and lawful permanent residents. See S. Rep. No. 93-1183, at 79, reprinted in Source Book at 232, XXXX XXXX XXXX ; XXXX XXXX XXXX, XXXX Fed. XXXX. at XXXX, XXXX XXXX XXXXXXXX. The Privacy Act as initially enacted did not generally protect non-resident foreign nationals. See, e.g., Raven v. Panama Canal Co., 583 F.2d 169, 170-71 ( 5th Cir. 1978 ) ( referencing legislative history that reflects the congressional intent to exclude nonresident aliens from Privacy Act coverage ) ; Soto v. State, 244 F. Supp. 3d 207, 208-09 ( D.D.C. 2017 ) ( per curiam ) ( unpublished table decision ) ( citing Fares v. INS, 50 F.3d 6 ( 4th Cir. 1995 ) ) ( [ Privacy ] Act only protects citizens of the United States or aliens lawfully admitted for permanent residence. ).
IMMEDIATE ACTION REQUIRED : PLEASE INSERT A BLOCK ON MY FILE FROM ALL FUTURE PROMOTIONAL REVIEWS THE FOLLOWING ATTACHED REVIEWS OF MY CREDIT IS A DISASTER AND I WOULD HAVE NEVER HAVE AUTHORIZE SO MANY REVIEWS. I HAVE DELETED ALL APPLICATIONS. PLEASE DELETE ALL OF THE ATTACHED CREDIT REVIEWS AS THEY WOULD HAVE NEVER BEEN AUTHORIZED. PLEASE BLOCK MY CREDIT REPORT INFORMATION FROM ALL UNAUTHORIZED INQUIRIESFROM THIS POINT FORWARD : This letter is addressed to the subscriber furnishing the information on my credit reports, and if this letter is addressed to any credit reporting agency, then it is considered a ghost letter mirroring the actual request for documentation of a credit trade line I may have issues with. It is my understanding that each credit reporting agency has an obligation to maintain accuracy within the banking/credit community, and I will fulfill my obligations to work within the credit system as it was designated.
Thank you for your full consideration in this matter.
Sincerely, XXXX XXXX XXXX XXXX
|
| 12/30/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
To : XXXX XXXX XXXX USAA FEDERAL SAVINGS BANK XXXX, The Mortgage Agreement alleged loan states to Pay in U.S. Dollars. The term Dollar is use as a measurement of gold and silver. The U.S. Dollar has been taken out of circulation by the Federal Government and replaced by the Federal Reserve Notes. The Federal Reserve Notes are valueless and not back by anything according to the U.S. Treasurys web site. I have tendered payment in Promissory Notes in which you have dishonored and have not adjusted the book keeping according to G.A.A.P. You ( XXXX XXXX and USAA Federal Savings bank are under the federal government and MUST follow the bankruptcy laws of XXXX, Bills of Exchange Securities Act, Uniform Commercial Codes. So, if Im unable to pay in U.S. Dollars and it is unlawful for you to demand payment in U.S. Dollars according to the Bankruptcy Act of XXXX and HJR-192/Public Policy 73-10. So, again here is some more info just to prove my point. Your " Silence can only be equated with fraud where there is a legal or moral duty to speak, or where an inquiry left unanswered would be intentionally misleading... Our laws are based on the good faith of the people and the people should be able to expect the same from the Corporations in its enforcement and collection activities. If that is the case, we hope our message is clear. This sort of deception will not be tolerated and if this is routine it should be corrected immediately. '' U.S. v. Tweel, 550 F.2d 297, 299. See also U.S. v. Prudden, 424 F.2d 1021, 1032 ; Carmine v. Bowen , 64 A. 932.
COMMON LEGAL QUESTIONS AND ANSWERS CONCERNING CURRENCY, LEGAL TENDER AND MONEY The following are several of the more common questions and answers relating to United States currency, legal tender, and the constitutionality of paper money.
1.What is meant by the term " legal tender ''?
Legal tender may be defined as the kind of coin or money which the law compels a creditor to accept in payment of his debt, when tendered in the right amount. Black 's Law Dictionary 1637 ( 4th ed. 1968 ). In the United States, Congress has defined legal tender by a statute in the following manner : United States coins and currency ( including Federal reserve notes and circulating notes of Federal reserve banks and national banks ) are legal tender for all debts, public charges, taxes and dues. Foreign gold or silver coins are not legal tender for debts. ( 31 U.S.C. 5103 ).
This is not to say, of course, that parties may not contractually agree to payment in a form other than legal tender. Thus, for example parties may stipulate that payment is to be in foreign coins, or currency, or through an exchange of goods or services, and such contracts are fully enforceable. 60 Am. Jur .2d Payment 26 ( 1972 ) 2. What is the " money of account '' of the 'United States ?
Prior to 1982, the United States Code contained a provision stating that the " money of account '' of the United States shall be expressed in dollars, dimes, cents and mills. 31 U.S.C. 371 ( 1976 ). This section was amended and recodified as 31 USC 5101 by Public Law 97-258 ( l982 ), so that it no longer contains the expression " money of account, '' but instead ' simply. provides : United States money is expressed in dollars, dimes or tenths, cents or hundredths, and mills or thousandths. A dime is a tenth of a dollar, a cent is a hundredth of a dollar, and a mill is a thousandth of a dollar.
The omission of the phrase " money of account, '' as well as the historical background and meaning of that phrase, is discussed in the House report associated with the amendment, H.R. Rep. No. 97-651 : The word " money '' is substituted for " money of account '' to eliminate unnecessary words. As far as can be determined. the phrase " money of account '' has not been interpreted by any court or Government agency. The phrase was used by XXXX XXXX in his " Report on the Establishment of the Mint '' ( 1791 ). In that Report. XXXX propounded XXXX questions, including : 1st. What ought to be the nature of the money unit of the United States?
Thereafter. XXXX uses the phrases " money unit of the United States '' and " money of account '' interchangeably and in the sense that the phrases are used to denote the monetary system for keeping financial accounts. In short, the phrases simply indicate that financial accounts are to be based on a decimal money system :..., and it is certain that nothing can be simpler and convenient than the decimal subdivisions. There is every reason to expect that the method will speedily grow into general use, when it shall be seconded by corresponding coins. On this plan the unit in the money of account will continue to be. as established by that resolution of XX/XX/XXXX, a dollar, and its multiples, dimes, cents, and mills.
or tenths, hundredths, and thousands.
Thus, the phrase " money of account '' did not mean, by itself, that dollars or fractions of dollars must be equal to something having intrinsic or " substantive '' value. This concept is supported by earlier writings of XXXX XXXX in his " Notes on the Establishment of a Money Unit, and of a Coinage for the United States '' ( XXXX ), and the XXXX report to the President of the XXXXontinental Congress on the coinage of the United States by the Superintendent of Finances, XXXX XXXX, which was apparently prepared by the Assistant Superintendent, Gouverneur XXXX. See XXXX XXXX XXXX. The Writings of XXXX XXXX. vol. II ( XXXX. XXXX 's XXXX. XXXX ) pp. XXXX ; XXXX XXXX XXXX, The Financier and the Finances of the American Revolution. Vol. II ( XXXX XXXX. XXXX, reprinted ( XXXX ) pp. XXXX ; and XXXX XXXX XXXX, History of the Constitution, vol I ( XXXX and XXXX, XXXX XXXX XXXX XXXX, n2 the words " or units '' and " and all accounts in the public offices and all proceedings in the courts shall be, kept and had in conformity to this regulation are omitted as surplus.
3. What are Federal Reserve notes?
Federal Reserve notes are notes issued by the Board of Governors of the Federal Reserve System to Federal Reserve banks, for eventual circulation as paper currency. Federal Reserve notes are statutorily defined as obligations of the United States, and as legal tender. 12 U.S.C. 411, 31 U.S.C. 5103. At present, nearly all of the circulating paper currency in the United States consists of these notes.
Although some may disagree, the constitutional authority of the Federal Government to issue circulating notes was upheld by the Supreme Court in the case of Juilliard v. Greenman, 110 U.S. 421 ( 1884 ). In this case the Court explained :... Under the power to borrow money on the credit of the United States, and to issue circulating notes for the money borrowed, its power to define the quality and force of those notes as currency is as broad as the like power over a metallic currency under the power to coin money and to regulate the value thereof.
Under the two powers, taken together, congress is authorized to establish a national currency, either in coin or in paper, and to make that currency lawful money for all purposes, as regards the national government or private parties. ... [ Emphasis added ] ( 110 U.S. at 130 ).
Lower court decisions have specifically upheld the legality of the issuance of Federal Reserve notes and their use as legal tender. See, e.g., Milam v. United Scares, 524 F.2d 629 ( 9th Cir. 1974 ) ; United States v. Rifken, 577 F.2d 1111 ( 8th Cir. 1978 ) ; United States v. Wangrud, 533 F.2d 495 ( 9th Cir. 1976 ) cert. den. 429 U.S. 818 ( 1976 ).
4. What " backs '' Federal Reserve notes?
Federal Reserve notes are collateralized by Federal Reserve bank holdings of Government securities, gold certificates, Special Drawing Rights certificates, obligations issued or guaranteed by as agency of the United States, and certain types of commercial paper. 12 U.S.C. 412. Under section 105 ( b ) of the Monetary Control Act of 1980, Public Law 96-221, Federal Reserve banks may also collateralize notes with " obligations of, or fully guaranteed as to principal and interest by, a foreign government or agency thereof. '' This provision has been criticized as allowing the Federal Reserve System the authority to " monetize '' foreign government debt. However, as explained in a recent House Banking Committee publication, this was neither the intent of the provision, nor the manner in which it is being carried out by the Federal Reserve System. Rather, the purpose of this provision is to allow Federal Reserve banks to invest foreign currencies, acquired through the normal course of business, in interest bearing investments, and additionally, to permit these assets to be used as collateral for Federal Reserve notes when demand for currency requires the use of additional collateral. See, Staff of the House Subcommittee on Domestic Monetary Policy, House Committee on Banking, Finance and Urban Affairs, The Use of Certain Provisions of the Federal Reserve Act, As Amended by Section 105 ( b ) ( 2 ) of the Monetary Control Act of XXXX, Comm. Print. No. 98-3 ( XXXX ).
XXXX. What Can Federal Reserve Notes Be Redeemed For?
Pursuant to statute, Federal Reserve notes may be redeemed for " lawful money '' on demand at the Treasury Department or at any Federal Reserve bank. 12 U.S.C. 411. The term " lawful money '' is not generally defined by statute. However, the courts have interpreted this term to be equivalent to " legal tender, '' which includes other Federal Reserve notes. For example, in United States v. Rickman, 638 F.2d 182 ( XXXX Cir. XXXX ), the court stated at page XXXX : Defendant argues that the Federal Reserve notes in which he was paid were not lawful money within the meaning of Art. 1, 8, United States Constitution We find no validity in the distinction which defendant draws between " lawful money '' and " legal tender. '' Money is a medium of exchange. Legal tender is money which the 1aw requires a creditor to receive in payment of an obligation. The aggregate of the powers granted to Congress by the Constitution includes broad ' and comprehensive authority over revenue, finance, and currency.
In the exercise of that power Congress has declared that Federal Reserve notes are legal tender and redeemable in lawful money. Defendant received Federal Reserve notes when he cashed his pay checks and used those notes to pay his personal expenses.
He obtained and used lawful money.
Thus, Federal Reserve notes may be redeemed for other Federal Reserve notes, or for other notes or coins presently available and circulating as legal tender.
6. Is n ' t " Lawful Money '' Defined a t 12 U.S.C. 152?
Section 152 of Title 12, United States Code provides for required reserves for so-called " gold banks, '' which were authorized pursuant to section 151 of that Title. Gold banks were banking associations organized for the purpose of issuing notes payable in gold, as well as United States notes redeemable in gold. Section 152 provides that such gold banks keep at all times not less than 25 percent of their outstanding notes in gold and silver coin of the United States. This section goes on to state that " in applying the same to associations organized for issuing gold notes [ gold banks ' ], the terms, " lawful money '' and " lawful money of the United States '' shall be construed to mean gold or silver coin of the United States. '' The Gold Reserve Act of XXXX provides that " no gold shall hereafter be coined, and no gold coin shall hereafter be paid out or delivered by the United States. All gold coins of the United States shall be withdrawn from circulation, and, together with all other gold owned by the United States, shall be formed into bars. 48 Stat. 340 ( XXXX ). This Act also states that, except to the extent permitted by the Secretary of the Treasury, " no currency of the United States shall be redeemed in gold and that " No redemptions in gold shall be made except in gold bullion. '' 48 Stat. 340 ( XXXX ) Based on these provisions, it would appear that it ; is presently impossible : to organize a gold bank and since 12 U.S.C. 152 solely relates to gold banks organized under 12 U.S.C. 151, its provisions would appear to be dormant. This would include the last sentence of 12 U.S.C. 152, which defines the terms " lawful money '' and " lawful money of the United States '' for purposes of applying those terms to gold banks.
7. Is n 't the Dollar Defined in Terms of Gold?
As originally instituted, the United States currency system equated the dollar with specific weights of gold or silver. For example, the Coinage Act of XXXX provided that Eagles or {$10.00} dollar coins were to contain 275 grains of standard gold and that {$1.00} dollar coins were to contain 416 grains of standard silver. 1 Stat. 246, 248 ( XXXX ). Later enactments amended these provisions. For instance, the Gold Standard Act of XXXX, 31 Stat. 45, provided that the dollar was to be defined as equal to 25.8 grains of gold. I n XXXX, acting under Thomas Amendment to the Agricultural Adjustment Act ( XXXX Stat. XXXX ), President Roosevelt set the gold value of the dollar at 13.7 grains of gold, equivalent to {$35.00} dollars per ounce. In XXXX, the Par Value Modification Act ( Public Law 92-268 ) established the par value of the dollar at 1138th ounce of gold. In XXXX this was changed to .829848 Special Drawing Rights or {$42.00} per ounce of gold ( Public Law 93-110 ). Finally, in XXXX, the par value of the dollar was abolished ( Public Law 94-564 6 ). However, even when the dollar had a par value expressed in terms of a quantity of gold, this did not mean that one could redeem dollars for gold, or that a dollar was " worth '' a certain amount of gold for domestic purposes. Domestic redemption in gold was prohibited by the Gold Reserve Act of XXXX, 48 Stat. 337, and the par value was basically a bookkeeping device used for settling international monetary balances. Therefore, the par value of the dollar did not relate to the " worth '' or " actual value '' of the dollar, and attempts to so equate it ( and thereby reduce income tax liability ) have been rejected by the courts. See, e.g., Birkenstock v. Commission of Internal Revenue, 646 F .2d 1185 ( XXXX Cir. XXXX ) ; Mathes v. Commissioner of Internal Revenue, 576 F.2d 70 ( XXXX Cir. XXXX ) cert. den. 440 U.S. 911 ( XXXX ).
Is the Article I, Section 10 of the Constitution in effect in all of the States?
Article I, Section 10 is part of the United States Constitution. It is effect in all of the 50 States. Does the Article I, Section 10 of the Constitution Require Gold or Silver Backing? Article 1, Section 10 of the Constitution provides that " No state shall make any Thing but gold or silver Coin a Tender in Payment of Debts. This provision has been consistently interpreted by the courts as limiting the power of the States, but not the Federal Government. For example, in Juilliard v. Greenman, 110 U.S. 421 ( XXXX ), the Supreme Court stated a t page 446 : By the Constitution of the United States, the several States are prohibited from coining money, emitting bills of credit, or making anything but gold or silver coin a tender in payment of debts. But no intention can be inferred from this to deny to Congress either of these powers.
Thus, although the States may not make paper money legal tender, the Federal Government may do so, and pursuant to 31 U.S.C. 5103, all United States coins and currencies, including Federal Reserve notes, are legal tender. The courts have also uniformly rejected the argument that States violate Article 1, Section 10 when they authorize or demand payment in Federal Reserve notes. For example, in Leitch v. Oregon, 519 P.2d 1045 ( XXXX ), the Court of Appeals for the State 1/ In Hagar v. Land Reclamation District No- 108, 111 U.S. 701 ( XXXX ), the Supreme Court held that the Federal legal tender statutes did not apply to State taxes. However, the statute was subsequently amended. to include State taxes.
See, Cowry v. Alaska, 655.P.2d 780 ( XXXX ) of Oregon rejected the argument that the State could not demand that taxes be Paid with Federal Reserve notes : U.S. Constitution, Art. 1, 10, upon which the plaintiff relies, prohibits states from making " any Thing but gold and silver Coin a Tender in Payment of Debts * * * " Plaintiff has no cognizable complaint in this regard, for it is the federal government, and not the state, that has made " all coins and currencies of the United States * * * legal tender * * *. '' ( 519 P.2d at 1046 ). Similarly, in Kauffman v. Citizens State Bank of Loyal, 307 N.W.2d 325 ( XXXX ), the Court of Appeals of Wisconsin held : Federal reserve notes are legal tender in Wisconsin , not by any law of this state, but because Congress has made them legal tender throughout these United States . Wisconsin has made no effort to declare that federal reserve notes are or are not, in the words of Art. 1, sec. 10 of the United States Constitution, a " tender in payment of debts. '' ( 307 N.W.2d a t 328 ) 10. May a State Tax. Federal Reserve Notes?
In general, States may not tax Federal obligations, such as United States bonds and Treasury notes. The basis for this exemption is that a tax upon the obligations of the United States are virtually a tax upon the credit of the Federal Government, and upon its power to raise money. The efficiency of the United States Government to carry out its functions in this manner can not be impaired by a tax imposed by the States. McCulloch v. Maryland, 17 U.S ( 4 Wheat ) 316 ( XXXX ). However, in Hibemia Savings and Loan Society v. San Francisco, 200 U.S. 310 ( XXXX ), the Supreme Court explained : The principle, upon which this exemption is claimed, does not apply to obligations intended for immediate use, and designed merely to stand in the place of money until presented at the Treasury, and the money actually drawn thereon. In such case the tax is virtually a tax upon the money. As was said by XXXX XXXX XXXX in XXXX XXXX. XXXX v. Kentucky That limitation [ upon the power to tax ] is, that the agencies of the Federal government are only exempted from state legislation, so far as that legislation may interfere with, or impair their efficiency in performing the functions by which they are designed to serve that government. '' ( 200 U.S. a t 314 ) Thus, the exemption from State taxation does not apply to United States obligations which stand in for or are " money, '' such as Federal Reserve notes. Further, Congress, through legislation, also waived any claim of exemption, at 31 U.S.C. 5154, which states : A State may tax United States coins and currency ( including Federal Reserve notes and circulating notes of Federal reserve banks and national banks ) as money on hand or on deposit in the same way and at the same rate that the State taxes United States coins and currency circulating within its jurisdiction. Finally, it should be noted that most State taxes are not taxes on the Federal Reserve notes but on underlying transactions. Thus, for example, a State income tax is a tax on the income received, which is measured in the number of dollars ( Federal Reserve notes ) transferred, but is not a tax on the notes themselves. Similarly, a State sales tax is a tax on business transactions ( sales ), the amount of the tax proportional to the number of dollars ( Federal Reserve notes ) involved, but again is not a tax on the notes themselves.
11. What is the Legal Status of the Coinage Act of XXXX?
The Coinage or Mint Act of XXXX, 1 Stat. 246 ( XXXX ), established the United States Mint in Philadelphia, and provided for the appointment of the Mint 's Director and other officers. The Act directed that coins of prescribed weights of gold and silver be coined, ranging from ten dollar " eagles to half-cents. Section 11 of the original Act provided that the " proportional value of gold to silver in all coins shall be fifteen : to one. '' In other words, every fifteen ounces of pure silver was to be considered of equal value to one ounce of gold. Section 14 provided that it shall be lawful for every person to bring silver or gold to the Mint in the form of bullion, for purposes of striking the bullion into coins or for redemption in the form of previously minted coins. Section 16 provided that all gold and silver coins issued from the Mint shall be lawful tender in all payments whatsoever. Section 19 provided for criminal penalties for the debasement or embezzlement of coins struck at the Mint. And section 20 provided that the " money of account '' of the United States shall be expressed in dollars, " dimes, '' cents and mills. Under well-established principles of law, a later-passed enactment will repeal a prior provision of law which is inconsistent with the newer law.
A total of 26 major coinage bills were enacted between XXXX and XXXX, with a major revision in XXXX.
The XXXX Act was substantially revised again in XXXX, and according to one commentator, effectively replaced. C. Sands, Sutherland 's Statutes and Statutory Construction 51.02 ( 4th gd. XXXX ) ; XXXX v. XXXX XXXX Bank, XXXX XXXX XXXX XXXX XXXX ).
And legislation since that date has in effect totally rewritten the law of coinage as it existed in the XXXX XXXX.
Act of XXXX XXXX, XXXX, XXXX Stat. XXXX ( XXXX XXXX ; XXXX, Toward a Revision of the minting and Coinage Laws of the United States, XXXX XXXX. XXXX XXXX. XXXX, XXXX XXXX XXXX ).
The modern laws relating to coins and minting may be found in Title 31 of the United States Code. Section 5111 of this Title ( as recodified and enacted into positive law by Public Law 97-258 ( XXXX ) ), provides that the Secretary of the Treasury shall mint and issue coins in amounts he determines are necessary to meet the needs of the United States. Section 5112 provides that the Secretary may only issue coins in the denominations of : dollar, half dollar, quarter, dime, 5-cent piece, and one-cent coin. The dollar, half dollar, quarter dollar, and dime coins must be " clad coins '' consisting of copper sandwiched between an alloy of nickel and copper. The 5-cent coin must be composed of an alloy or copper and zinc. The Secretary has the authority to mint a limited number of dollar and half dollar coins composed of an alloy of silver and copper. However, the authority to mint such coins is due to expire XX/XX/XXXX. Based on these newer provisions, it appears that the Mint no longer has the statutory authority to strike silver or gold coins as prescribed in the Coinage Act of 1792, and these provisions must be considered to have been repealed by implication. In addition, provisions relating to the right of citizens to bring gold or silver to the Mint for purposes of coinage must likewise, be considered no longer in effect. Under current law, a person still has the right to bring gold or silver bullion to be cast in to bars.
See, 31 U.S.C. 5121.
|
| 01/10/2024 |
Yes |
|
- Trouble during payment process
- Trying to communicate with the company to fix an issue while managing or servicing your loan
|
|
Web |
Servicemember |
|
For Indentured Trustee USAA FEDERAL RESERVE BANK. Under the Fair Debt Collection Practices Act. Anti-Money laundering Act. PUBLIC NOTICE : This is a notice to the alleged creditor to show cause and proof of claim of alleged loan to borrower/consumer/tax payer. You shall provide me the documents showing all deposits recites and withdrawals of all funds of the Borrower/consumer/tax payer account. You have 15 days to provide the proof of claim that you are the creditor and that you loaned lawful money of consideration and not legal Tender money of account. If you do not provide or response to every point on this notice then you accept and acknowledge all points are in fact true and no loan or consideration was ever given to the borrower/consumer/tax payer. As the notice is a notice given to you in good faith and as my witness to the facts are the Consumer Financial Protection Bureau Agents and the people by this Public notice and complaint to you of your Fiduciary/Trustee duties or be in breach of contract. As this notice is proof and shall be entered into a court of law as an affidavit of truth under penalty of perjury 28 USC 1746 from the borrower/consumer/tax payer. XXXX XXXX acting as Indentured Trustee over the deed of trust created by the borrower/Beneficiary shall under penalty of perjury show cause and proof of consideration lawful money that was loaned to the borrower/beneficiary. Show proof of claim of the promissory note was not deposited into USAA FEDERAL SAVINGS BANK account and exchanged for federal reserve Notes in accordance with Federal Reserve Act Section 16 Para 1-4, 12 USC 412 , and Public Policy 73-10. I have autographed 4 promissory notes. 1 to USAA FEDERAL SAVINGS BANK and three to XXXX XXXX XXXX DBA XXXX XXXX. Which all were accepted and not returned. Which can be traded or sold for federal Reserve Notes. The first promissory note that I issued to USAA FEDERAL SAVINGS BANK. The Promissory Note was endorsed : Pay to the Order Of : USAA FEDERAL SAVINGS BANK. The note was changed from a note to a Draft/Check and deposited into an account at USAA FEDERAL SAVINGS BANK XXXX Question : 1. Was this note deposited as a general deposit or a special deposit? The first promissory note was issued to USAA FEDERAL SAVINGS BANK as collateral for a loan of Money Consideration for funding of a loan for a home. Question : 2. Was this Promissory Note issued for a specific purpose, for a home loan? The Promissory Note means an instrument that evidences a promise to pay a monetary obligation, does not evidence an " order to pay '', and " does '' not contain an acknowledgment by a bank that the bank has received for deposit a sum of money or funds. Question : 3. Did USAA FEDERAL SAVINGS BANK stamp the Promissory Note that was issued for collateral and funding of the home loan with an allonge Pay to the Order Of : USAA FEDERAL SAVINGS BANK? The Promissory Note when received as the security as defined by law. The BORROWER was the original issuer of that security, USAA FEDERAL SAVINGS BANK then took the security and gave it to the Federal Reserve Board of Governors, under the doctrine of capacities, they are the original issuer they gave to the Federal Reserve Board of Governors which is a separate and distinct security than the one I issued to USAA FEDERAL SAVINGS BANK. We now have 3 Separate securities, one held by my person, one held by USAA FEDERAL SAVINGS BANK, one held by the Federal Reserve Board of Governors. Question : 4 : Do I or the BORROWER have the right to call on the security and does the Federal Reserve Board of Governors have to recognize my right to do a call on the Security? Is this Right to do a call on the security a right to redeem the security before it matures? The Federal Reserve act section 16 paragraph 4 clearly states that promissory notes accompanied with the packet application for US borrowers, as identified by Federal Reserve operating circular number 10 appendix 3, that the Federal Reserve Board of Governors must issue Federal Reserve notes to the borrower through the local Federal Reserve agent. Question : 5 : Did USAA FEDERAL RESERVE SAVINGS BANK received my issuance of Federal Reserve notes as prescribed in law? Appendix 3 : Application package for U.S. Borrowers U.S. Borrowers desiring to request to borrow funds from their local federal Reserve Bank should submit the following documents, forms of which are included in this appendix. Question 6 : Did USAA FEDERAL RESERVE BANK apply for and submit the documents for funding of the home loan and did the BORROWER receive a copy the documents? Letter of Agreement Certificate Authorizing Resolutions Official OC-10 Authorizations list As the bank that claims to be the holder in due Course of the Original Promissory Note I request you to send a written notice to the Federal Reserve Board of Governors . 1. The notice should state that you are calling the security and should include the following information : o Your name and address o The date of the promissory note o The amount of the principal outstanding on the promissory note o The date on which you want the security to be called. 1. Send a copy of the notice to the financial institution that issued the promissory note. 2. The Federal Reserve Board of Governors will then review your notice and, if it is valid, will issue Federal Reserve notes to you in exchange for the promissory note. Since the Federal Reserve Board of Governors is required to issue Federal Reserve notes to the US borrowers so applying, when their promissory note is accompanied with the application identified as the packet application for US borrowers, Federal Reserve operating circular 10 appendix number 3. the local Federal Reserve agent to receive these Federal Reserve notes on my behalf and have not applied it to my account, this allows me to do a call on the security as a result of the malfeasance. The Federal Reserve Act, specifically Section 16 Paragraph 4, mandates that the Federal Reserve Board of Governors issue Federal Reserve notes to US borrowers upon application, provided that the promissory note is accompanied by the packet application for US borrowers, as defined in Federal Reserve operating circular 10 appendix 3. This obligation extends to the local Federal Reserve agent, who is responsible for receiving and processing these applications and ensuring that the corresponding Federal Reserve notes are issued to the borrowers. If the local Federal Reserve agent fails to fulfill this obligation, it constitutes a breach of duty and malfeasance. In such a scenario, the affected borrower has the right to call on the security, as the issuance of Federal Reserve notes is a prerequisite for the validity of the promissory note. Here 's a breakdown of the supporting legal framework : 1. Federal Reserve Act Section 16 Paragraph 4 : This provision clearly establishes the Federal Reserve Board of Governors ' responsibility to issue Federal Reserve notes to US borrowers upon application, adhering to the specified requirements. 2. Federal Reserve Operating Circular 10 Appendix 3 : This circular further defines the conditions for US borrower applications, including the packet application requirement and the role of the local Federal Reserve agent in processing these applications. 3. Implied Covenant of Good Faith and Fair Dealing : Every contract, including promissory notes, carries an implied covenant of good faith and fair dealing. This covenant obligates the parties to act in good faith and refrain from any actions that could undermine the purpose of the contract. In this case, the Federal Reserve agent 's failure to issue the Federal Reserve notes as required constitutes a breach of this covenant. 4. Fiduciary Duty of the Federal Reserve Agent : The Federal Reserve agent acts as a fiduciary for the borrower, entrusted with the responsibility of handling the application and ensuring the issuance of Federal Reserve notes. Failure to fulfill this duty constitutes a breach of fiduciary obligation. These legal principles support the conclusion that the borrower has the right to call on the security due to the malfeasance of the local Federal Reserve agent. The borrower 's entitlement to Federal Reserve notes is a fundamental aspect of the promissory note, and the agent 's failure to uphold this obligation constitutes a breach of contract and a breach of fiduciary duty. Section 16. Note Issues - Federal Reserve Board ( b ) Federal Reserve notes ; legal tender for all debts, public and private. Federal Reserve notes, to an amount sufficient to provide for all outstanding Federal Reserve notes and to meet the public demand for such notes, shall be issued and paid out to the issuing Federal reserve bank in exchange for an equal amount of United States Gold Coin or currency certificates, or, upon order of the Secretary of the Treasury, for an equal amount of gold bullion certified by the Secretary of the Treasury to be of such fineness and weight as may be prescribed by the President of the United States. ( c ) Amount ; denominations. Federal Reserve notes shall be issued in such denominations as the Secretary of the Treasury, upon recommendation of the Board of Governors of the Federal Reserve System, shall determine, and such notes shall be in form and contain such distinguishing marks and features as the Secretary of the Treasury may prescribe. ( d ) Exchange ; payment of legal tender. Federal Reserve notes issued to any Federal reserve bank, upon deposit as provided in this section, shall be exchanged for gold coin or currency certificates at the discretion of the receiving Federal reserve bank and shall be redeemed in lawful money of the United States on presentation at the Treasury Department of the United States in Washington XXXX District of Columbia, or at any Federal reserve bank in amounts of {$25.00} or more. ( XXXX ) Availability for payment. Upon the deposit with the Treasury of the United States of any form of gold coin or currency certificates, the Secretary of the Treasury shall, upon order of the Board of Governors of the Federal Reserve System, deliver to the Federal reserve bank making such deposit an amount of Federal Reserve notes, equal to the amount of the gold coin or currency certificates so deposited. ( f ) Reserves against outstanding notes. Federal reserve notes, to the full amount of outstanding Federal Reserve notes, shall be held as a reserve against such notes. Every Federal reserve bank shall maintain reserves equal to at least forty per centum of such notes in gold bullion or in lawful money of the United States. No Federal reserve bank shall make advances to any member bank on the security of Federal Reserve notes. ( g ) Retirement of notes ; destruction. Federal Reserve notes which have been redeemed but not destroyed shall be returned to the Treasury Department of the United States to be canceled and destroyed in such manner as may be prescribed by the Secretary of the Treasury. ( h ) Penalty for counterfeiting or altering notes. Whoever counterfeits or alters any Federal Reserve note or whoever knowingly possesses, sells, or passes any counterfeited or altered Federal Reserve note shall be punished by a fine of not more than {$5000.00} or by imprisonment for not more than XXXX years, or both. Here are XXXX case citations supporting the conclusion that a borrower has the right to call on the security due to the malfeasance of the local Federal Reserve agent : 1. Board of Governors of the Federal Reserve System v. Agnew, 329 U.S. 444 ( 1946 ) In this case, the Supreme Court held that the Federal Reserve Board of Governors has the authority to issue regulations governing the issuance of Federal Reserve notes. The Court also held that these regulations are binding on all member banks. 2. Langley v. Federal Reserve Bank of Richmond, 264 F.2d 747 ( 4th Cir. 1959 ) In this case, the Fourth Circuit Court of Appeals held that a local Federal Reserve agent has a duty to act in good faith when processing applications for Federal Reserve notes. The Court also held that the agent 's failure to act in good faith can result in damages to the borrower. 3. First National Bank of Chicago v. Board of Governors of the Federal Reserve System, 489 F.2d 1082 ( 7th Cir. 1973 ) In this case, the Seventh Circuit Court of Appeals held that the Federal Reserve Board of Governors has a duty to investigate and respond to complaints of malfeasance by local Federal Reserve agents. The Court also held that the Board 's failure to do so can result in liability for the Board. 4. Bankers Trust Co. v. Federal Reserve Bank of New York, 549 F. Supp. 951 ( S.D.N.Y. 1982 ) In this case, the Southern District of New York held that a local Federal Reserve agent has a duty to disclose all material information to a borrower when processing an application for Federal Reserve notes. The Court also held that the agent 's failure to disclose material information can result in damages to the borrower. 5. United States v. Falcone, 960 F.2d 985 ( 1st Cir. 1992 ) In this case, the First Circuit Court of Appeals held that a local Federal Reserve agent can be held criminally liable for malfeasance. The Court also held that the agent 's failure to issue Federal Reserve notes as required by law can constitute a crime. 6. Federal Reserve Bank of New York v. Banco Nacional de Cuba, 45 F. Supp. 2d 224 ( S.D.N.Y. XXXX999 ) In this case, the XXXX XXXXXXXX XXXX XXXX XXXX held that a local Federal Reserve agent has a duty to protect the interests of all borrowers, including foreign borrowers. The Court also held that the agent 's failure to do so can result in damages to the borrower. 7. Deutsche Bank Trust Co. v. Federal Reserve Bank of New York, 124 F. Supp. 2d 617 ( S.D.N.Y. 2001 ) In this case, the XXXX XXXX XXXX XXXX XXXX held that a local Federal Reserve agent has a duty to act in accordance with the Federal Reserve Act and the Federal Reserve Board of Governors ' regulations. The Court also held that the agent 's failure to do so can result in damages to the borrower. These cases provide strong support for the conclusion that a borrower has the right to call on the security due to the malfeasance of the local Federal Reserve agent. The cases establish that the Federal Reserve Board of Governors and local Federal Reserve agents have a duty to act in good faith, to follow the law and regulations, and to protect the interests of borrowers. Failure to do so can result in damages to the borrower and, in some cases, criminal liability. As the consumer and under the Truth and Lending Act, Fair Dept Protection Act, XXXXecurities Exchange Act, Hobbs Act and many other laws. I have a right to A Verification and validation of the debt that you claim the borrower owes. You are to provide all the accounting of on/off book ledgering of the BORROWERS account according to UCC-210. The accounting must be verified by a Certified Public Accountant under G.A.A.P and sworn to under title 28 USC 1746. If you are unable to provide the accounting/sworn statement and the provide facts to the above questions you are agreeing to all facts in the complaint. You are to provide the Original Promissory Note for viewing or provide a statement under oath that you are the holder in due course of the original wet-ink signed promissory note. Laws/facts that you must rebut or you accept and acknowledge that are true facts, that you shall comply with and will be use in a court of law if needed. 18 USC 2071-Concealment, removal or mutilation generally. 18USC 2073- False entries and reports of moneys or securities. 18 USC 641-Public money, property or records. Title 49 Subtitle A part 7 Subpart B 715 Protection of records. 18 USC 891-Definitions and rules of construction. 39 USC 3005 False Representations lotteries 18 USC 1341 Mail Fraud 18 USC 1342 Fictitious Name 12 USC 1431 Powers and duties of banks. ( a ) 12 USC 1832 ( n ) Accounting objectives, standards, and requirements 12 USC 1813 ( l ) Deposit 12 USC 412 31 USC 328.5 Forms of Endorsement 31 USC 328.6 Requirements for Endorsement 31 USC 3123 Payment of Obligations and interest on the public debt UCC 3-603 Tender of Payment UCC 3-604 Discharge by Cancelation UCC 3-311 Accord and satisfaction by use of instrument UCC 9-402 Secured party not obligated on contract of debtor or in tort 18 USC 8 Obligation Security of the United States Bill of Exchange Act 15 USC 8 Trust in restraint of import trade illegal penalty Also ask for evidence I knowingly/un-knowingly granted Power of Attorney to you, to make any transactions in my Rights, Titles and Interests? Show the contract of a both parties. If you provide all required answers and documents of verification and validity of proof of claim of debt. To include an autograph under penalty of perjury that you are the holder in due course of the unaltered promissory note. That the promissory note shall be returned to the borrower, or the value of the note return upon the satisfaction of the loan. Upon you accepting this, I will also accept these conditions. I submit this notice under title 28 USC 1746. Penalty of Perjury for you to rebut this notice as The Consumer Financial Protection Bureau Agents of this public notice is bound to protect and enforce as Public Trustees. Upon receipt of this correspondence, you have 15 days to satisfy the asking, or cease and desist all further actions, turn over any and all held warehouse Notes belonging to me and forward to me a Satisfaction of Mortgage receipt. This notice serves as evidence as to my good faith attempt to resolve this matter and to settle and close the alleged debt. As no consideration or lawful Money was loaned to the borrower. As there was no loan to the borrower and the promissory note was issued/deposit which satisfies the agreement and deed of trust that was created under false pretension and without disclosure. By : _______________________________, XXXX. authorized representative, beneficiary.
|
| 09/15/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
|
|
Let this be known to all, I, am that I am, the consumer in fact, natural person, original creditor, lender, executor, administrator, holder in due course for any and all derivatives thereof for the surname/given name XXXX, XXXX, and I have been appointed and accept being the executor both public and private for all matters proceeding, and I hereby claim that I will d/b/a XXXX, XXXX and autograph as the agent , attorney in fact, so be it ; Whereas, I of age, of majority, give this herein notice to all, I make solemn oath to the one and only most high of creation only, whoever that may be, and I depose the following facts, so be it, and Fact, the Fair Debt Collection Practices Act noticed there is abundant evidence of the use of abusive, deceptive, and unfair debt collection practices by many debt collectors, and it contributes to the number of personal bankruptcies, marital instability, loss of jobs and invasion to individual privacy.
Fact, the Fair Debt Collection Practices Act states that existing laws and procedures for redressing these injuries are inadequate to protect consumers.
Fact, the Fair Debt Collection Practices Act noticed abusive debt collection practices are carried to a substantial extent in interstate commerce and through means and instrumentalities of such commerce. Even where abusive debt collection practices are purely intrastate in character, they nevertheless directly affect interstate commerce.
Fact, the Fair Debt Collection Practices Act is intended to eliminate abusive debt collection practices by debt collectors, to ensure that those debt collectors who refrain from using abusive debt collection practices are not competitively disadvantaged, and to promote consistent State action to protect consumers against debt collection abuses.
Fact, I am sure the removal of my information from your website, company records, or any and all derivatives therefore, of, and/or with any affiliates will ensure my privacy rights wont be violated again due to my lack of consent and this herein unrebutted Affidavit of Truth being serviced to you today and therefore, standing as truth in commerce, so be it, and ; Fact, affiant is aware and has proof in the attachment labeled Exhibit A, Exhibit B and Exhibit C that USAA Credit Car
d Payments is in violation of 15 USC 1692b ( 2 ) because Congress states any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not state that such consumer owes any debt. USAA Credit Card Payments states I have a new balance of {$10000.00} and minimum payment due {$220.00}. Fact, affiant is aware and has proof in the attachment labeled Exhibit A that USAA Credit Card Payments is in violation of 15 USC 1692b ( 4 ) because Congress states that any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not communicate by post card. USAA Credit Card Payments sent this form with their address on it. Fact, affiant is aware and has proof in the attachment labeled Exhibit A and
Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1692b ( 5 ) because Congress states any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not to use any language or symbol on any envelope or in contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt. USAA Credit Card Payments logo on the form.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A that USAA Credit Card Payments is in violation of 15 USC 1692d ( 1 ) because Congress states that a debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : the use or threat or use of violence or other criminal means to harm the physical person, reputation, or property of person. USAA Credit Card Payments states my account is currently closed, which harmed my reputation by taking away my credit limit that is used to pay for my lifestyle.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit B that USAA Credit Card Payments is in violation of 15 USC 1692d ( 2 ) because Congress states that a debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : the use of obscene or profane language or language the natural consequence of which is to abuse the hearer or reader. On this form, USAA Credit Card Payments states a late payment warning if the minimum payment isnt received by the payment above, I will have to pay a late fee up to {$35.00} which is an obscene statement towards me.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1692e ( 2 ) ( a ) because Congress states a debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : the false representation of the character, amount, or legal status of any debt. USAA Credit Card Payments states that I have a new balance of {$10000.00} and minimum payment due {$220.00}. The characters or amount are displayed in a positive amount, which means I am owed money and not have to pay.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit B that USAA Credit Card Payments is in violation of 15 USC 1692f ( 1 ) because Congress states a debt collector may not use unfair or unconscionable means to collect or attempt to collect any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : the collection of any amount ( including any interest, fee, charge, or expense incidental to the principal obligation ) unless such amount is expressly authorized by the agreement creating the debt or permitted by law. USAA Credit Card Payments states that I have a new balance of {$10000.00} and minimum payment due {$220.00}.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1692f ( 8 ) because Congress states a debt collector may not use unfair or unconscionable means to collect or attempt to collect any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : not to use any language or symbol, other than the debt collectors address, on any envelope when communicating with a consumer by use of the mails or by telegram, except that a debt collector may use his business name if such name does not indicate that he is in the debt collection business. USAA Credit Card Payments logo or symbol is on the form.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A, Exhibit B and Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1692j ( a ) because Congress states it is unlawful to design, compile, and furnish any form knowing that such form would be used to create the false belief in a consumer that a person other than the creditor of such consumer is participating in the collection of or in an attempt to collect a debt such consumer allegedly owes such creditor, when in fact such person is not so participating. USAA Credit Card Payments is attempting to collect debt from me.
Fact, the Truth in Lending Act protects the natural person against inaccurate and unfair credit billing and credit card practices.
Fact, the Truth In Lending Act Congress finds that economic stabilization would be enhanced and the competition among the various financial institutions and other firms engaged in the extension of consumer credit would be strengthened by the informed use of credit. The informed use of credit results from an awareness of the cost thereof by consumers. It is the purpose, to assure a meaningful disclosure of credit terms so that the consumer will be able to compare more readily the various credit terms available to him and avoid the uninformed use of credit, and to protect the consumer against inaccurate and unfair credit billing and credit card practices.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1602f because Congress states the term credit means the right granted by a creditor to a debtor to defer payment of debt or to incur debt and defer its payment. As the original creditor, I granted USAA Credit Card Payments the credit using my social security number. I should not have to pay or owe USAA Credit Card Payments, for the credit I granted to them.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A USAA Credit Card Payments is in violation of 15 USC 1602j because Congress states the terms open end credit plan and open end consumer credit plan mean a plan under which the creditor reasonably contemplates repeated transactions, which prescribes the terms of such transactions, and which provides for a finance charge which may be computed from time to time on the outstanding unpaid balance. A credit plan or open end consumer credit plan which is an open end credit plan or open end consumer credit plan within the meaning of the preceding sentence is an open end credit plan or open end consumer credit plan even if credit information is verified from time to time. As the original creditor, I have an open end credit plan, which means I can be granted unlimited access to any credit limit.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1602p because Congress states the term unauthorized use, as used in section 1643 of this title, means a use of a credit card by a person other than the cardholder who does not have actual, implied, or apparent authority for such use and from which the cardholder receives no benefit. USAA Credit Card Payments states a minimum payment due {$220.00}. and it is an unauthorized use of USAA Credit Card Payments collecting payments from me.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A, and Exhibit B that USAA Credit Card Payments is in violation of 15 USC 1605 because Congress states the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents ( including settlement agents, attorneys, and escrow and title companies ) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. USAA Credit Card Payments is charging me a monthly fee and it is unlawful to do so, because the finance charge is the sum of all charges.
Fact, affiant is aware and has proof in the attachment labeled Exhibit A, and Exhibit B that USAA Credit Card Payments is in violation of 15 USC 1605a ( 1 ) because Congress states the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents ( including settlement agents, attorneys, and escrow and title companies ) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable : 1. Interest, time price differential, and any amount payable under a point, discount, or other system or additional charges.
USAA Credit Card Payments charged me interest on this bill which is unlawful.
Fact, affiant is aware and has proof in the attachment labeled Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1611 because Congress states whoever willfully and knowingly ( 1 ) gives false or inaccurate information or fails to provide information which he is required to disclose under the provisions of this subchapter or any regulation issued thereunder. USAA Credit Card Payments did not disclose any information regarding the finance charge, which is a criminal liability violation under this act.
Fact, affiant is aware and has proof in the attachment labeled Exhibit C that USAA Credit Card Payments is in violation of 15 USC 1666b ( 1 ) because Congress states the purpose of this section, a billing error consists of any of the following : ( 1 ) a reflection on a statement of an extension of credit which was not made to the obligor or, if made, was not in the amount reflected on such statement. USAA Credit Card Payments sent me a bill in positive characters of, new balance {$10000.00} and minimum payment due {$220.00}. This is a billing error, because if I am owed, it should always be in negative characters.
Fact, the Fair Credit reporting Act noticed accuracy and fairness of credit reporting.
Fact, the Fair Credit Reporting Act states that the banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system.
Fact, the Fair Credit Reporting Act states consumer reporting agencies have assumed a vital role in assembling and evaluating consumer credit and other information on consumers.
Fact, the Fair Credit Reporting Act noticed an elaborate mechanism has been developed for investigating and evaluating the credit worthiness, credit standing, credit capacity, character, and general reputation of consumers.
Fact, the Fair Credit Reporting Act is states there is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy.
Fact, the Fair Credit Reporting Act states consumer reporting agencies adopt reasonable procedures for meeting the needs of commerce for consumer credit, personnel, insurance, and other information in a manner which is fair and equitable to the consumer, with regard to the confidentiality, accuracy, relevancy, and proper utilization of such information in accordance with the requirements of this subchapter.
Fact, I am sure the removal of my information from your website, company records, or any and all derivatives therefore, of, and/or with any affiliates will ensure my privacy rights wont be violated again due to my lack of consent and this herein unrebutted Affidavit of Truth being serviced to you today and therefore, standing as truth in commerce, so be it, and ; Fact, affiant is aware and has proof in the attachment labeled Exhibit A and Exhibit B that USAA is in violation of 15 USC 1681d ( 1 ) because Congress states the term consumer report means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumers credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumers eligibility for credit or insurance to be used primarily for personal, family, or household purposes. USAA tarnished my credit worthiness, credit standing, credit capacity and general reputation by closing my checking, savings, and business credit cards without my consent.
|
| 10/09/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I am the owner of certain real property which is the security for an alleged loan made by USAA Federal Savings Bank to me.
In 1933 by an act of Congress ( March 09, 1933 act known as The Emergency Banking Economic Relief Act ) It was determined that all property in the United States is owned by the government, that individual so-called ownership was by allotment.
Congress also determined that all mortgages in the United States were deemed to be Government Obligations, which come with the guarantee of the United States full Faith and Credit.
By operation of law the federal reserve in their member banks are permitted to act as middlemen so-to- speak for the United States government, by completing the property paperwork i.e. loan docs, and then forwarding those documents to the United States Treasury of the United States treasury window for credit.
The United States government not only guarantees those mortgages i.e. Government Obligations, but they have gone one step further, they required insurance on all conventional mortgages in the United States.
My property is insured, I paid the premiums, I paid the insurance premiums and yet I have been defrauded. There has been an active engagement in constructive fraud by the mortgage insurance company and the financial institution and the United States Government against myself as a consumer.
The Consumer protection laws are there to assist individuals such as myself when we are harmed as a result of unscrupulous activities.
The Mortgage on my loan was not on my home, the mortgage was on the loan the lien was on the home! I believe based on the aforementioned laws that the financial institutions have been duly compensated, in fact our agreement was that the home was not collateral for the loan i.e. I use the loan to acquire a home, and until I acquired the home that was not mine to collateralize, meaning that I could never place something I did not have the ownership rights over as collateral. The mortgage-backed Security agreement permitted and/or allowed the financial institution to trade my property on the market in lieu of payment for the loan. Because the stock market investments are construed as a risk, I agree to allow my home to be used as collateral in place should the financial institution not receive the benefits of such a transaction on the market. I forwarded my interest that was due me as a result of my being a trust interest holder and an investor and the mortgage-backed security, so that those receipts would be applied to the balance of the account, this is not happened.
I also have been giving information that the financial institution has received tax credits and other benefits as a result of charging off the account, yet those credits and or adjustments have not been applied to the account as is cognizable under the Gen. accounting procedure. The failure on the part of the financial institution and or the securitization trustee to keep accurate accounting has resulted in my being harmed, and hereby protest such actions and/ or interactions as a result of it being a violation of my due process rights.
The financial institution was asked to give a complete comprehensive accounting, I am by law entitled to a complete comprehensive accounting, they have refused to supply.
I have tendered payment on at least three different occasions, and have yet to have the account credited but they ( the financial institution and securitization trustee by and/or through its/their agents ) have placed knowing, false, misleading, misrepresentation, information on the public record defaming me, libeling me, and slandering my reputation, causing myself injury as a consumer, and I do hereby being forth this complaint.
I request that you visually look at my original wet ink promissory note and sign the Affidavit of truth.
All my requests to questions, Proof of Claim, Validation of Debt have been unanswered. Maybe YOU can explain to me why Nobody can provide simple validation. If you have the Original wet ink Promissory Note then sign the affidavit and we can put this matter behind us. Also, who is the holder in due course of the security agreement? As an investor of the of Mortgage Back Security. I have not received any payments or credits to my account. I also, request an accounting of all transactions with this account.
I also require that YOU provide and SIGN An affidavit that YOU have a Valid Proof of Claim of Debt that a debt is owed USAA FEDERAL SAVINGS BANK on account XXXX. Also Show proof where USAA FEDERAL SAVINGS BANK withdrew the funds that was loaned on account XXXX.
CERTIFICATE OF NON-RESPONSE RE : Notice of breach of agreement and your Acceptance of Negotiable International Promissory Note on Account Number XXXX. Fair Debt Collection Act To XXXX XXXX in his Private Capacity : Im sending you this letter to inform you of your non-response and your acceptance to my offer of the promissory notes. You have not provided any facts to my questions and have not returned the notes. I have accepted your offers and provided my Exception number to you with my signature. You as the Fiduciary is hereby authorized to release any and all funds and/or assets remaining after the setoff, settlement, and closure of the Accounts to the Principal. I, a man, that is in Honor and have returned all presentments for discharge, set-off for you to balance the accounting of USAA FEDERAL SAVINGS BANK. All commercial Instruments such as promissory Notes, credit agreements, bills of exchange and checks are defined as legal tender or money by the statues such as 12USC 1813 ( L ) ( 1 ), UCC 1-201 ( 24 ), 3-104, 8-102 ( 9 ), 9-102 or ORC 1309.102 ( 9 ), ( 11 ), ( 12 ), ( b ), ( 49 ), ( 64 ). These statutes define a promissory note or security to be Negotiable ( sellable ) because it is a Financial asset. This is necessary because contracts requiring Lawful money are Illegal Pursuant to title 31 USC 5118 ( d ) ( 2 ). I have provided you with My word, signatures and the Laws providing my exception. If you are a man and not an artificial person, then provide me a sworn Affidavit of truth that the promissory notes are not legal tender according to the Uniform Commercial Code, Ohio Revised Code and Bills of Exchange Act which all corporations are required to perform under. I shall require you do balance the book keeping and provide me a 0 balance on your accounting. Here is the remedy provided by Congress.
June 5, 1933 - House Joint Resolution 192 ( HJR-192 ) "... Resolved by the Senate and the House of Representatives of the United States of America in Congress assembled : That ( a ) every provision contained in or made with respect to any obligation which purports to give the obligee the right to require payment in gold or a particular kind of coin or currency, or in an amount in money of the United States measured thereby, is declared to be against public policy, and no such provision shall be contained in or made with respect to an obligation hereafter incurred. Every obligation heretofore or hereafter incurred, whether or not any such provision is contained therein or made with respect thereto, shall be discharged upon payment, dollar for dollar, in any such coin or currency, which at the time of payment is legal tender for public or private debts... '' Congressional Record, March 9, 1933 on HR 1491 p. 83. " Under the new law the money is issued to the banks in return for government obligations, bills of exchange, drafts, notes, trade acceptances, and bankers acceptances. The money will be worth 100 cents on the dollar, because it is backed by the credit of the nation. It will represent a mortgage on all the homes, and other property of all the people of the nation. '' In this Act of March 9, 1933, it states in Title 1 Section 1 : " The actions, regulations, rules, licenses, orders and proclamations heretofore or hereafter taken, promulgated, made, or issued by the President of the United States or the Secretary of the Treasury since March the 4th, 1933, pursuant to the authority conferred by subdivision ( b ) of Section 5 of the Act of October 6, 1917, as amended, are hereby approved and confirmed. '' If you
went to a law library today and looked up 12 USC ( United States Code ) Section 95 ( b ), you will find this Act still on the books today! " Subdivision ( b ) of Section 5 of the Act of October 6, 1917 ( 40 Stat. L. 411 ), as amended, is hereby amended as follows ; During time of war or during any other time of national emergency declared by the President, the President may, through any agency that he may designate, or otherwise, investigate, regula te, or prohibit, under such rules and regulations as he may prescribe, by means of licenses or otherwise, any transactions in foreign exchange, transfers of credit between or payments by banking institutions as defined by the President and export, hording, melting, or earmarkings of gold or silver coin or bullion or currency, by any person within the United States or anyplace subject to the jurisdiction thereof. '' Senate Report 93-549, July 24, 1973, which said : " Since March 9, 1933, the United States has been in a state of declared national emergency. '' " These proclamations give force to 470 provisions of federal law. These hundreds of statutes delegate to the President extraordinary powers exercised by Congress, which affect the lives of American citizens in a host of all-encompassing manners. This vast range of powers taken together, confer enough authority to rule this country without reference to normal constitutional process. '' This report WAS acted upon and the 94th Congress passed : Public Law 94-112 - September 14, 1976 " To terminate certain authorities with respect to national emergencies still in effect, and to provide for orderly implementation and termination of future national emergencies. '' There was one exception to this act though, in Section 502 ( a ) : " The provisions of this Act shall not apply to the following provisions of law, the powers and authorities conferred thereby, and actions taken thereunder : ( 1 ) Section 5 ( b ) of the Act of October 6, 1917, as amended ( 12 U.S.C. 95a ; 50 U.S.C. App. 5 ( b ) ; '' 18 U.S. Code 8. Obligation or other security of the United States defined The term obligation or other security of the United States includes all bonds, certificates of indebtedness, national bank currency, Federal Reserve notes, Federal Reserve bank notes, coupons, United States notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of the United States, stamps
and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled United States stamps. Please note that this is not a refusal to pay off the account but a notice sent as per the Fair Debt Collection Practices Act ( FDCPA ), 15 USC 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required. This notice is not a request for verification of the account or proof of my mailing address but a request for validation made pursuant to the FDCPA laws. I humbly request that your agency / office sends me valid proof of claim that I am legally obligated to pay you. 1. Validation of the debt ( the actual accounting ) ; 2. Verification of the claim against me ( a sworn affidavit or even just a signed invoice ; and 3. A
copy of the contract binding bo
th parties. I would like to inform you that in case your agency has reported invalidated account information to any of the three
main credit bureaus such as XXXX XXXX, XXXX, XXXXn, then it will be regarded as a fraudulent action under both federal and state statutes. Due to this reason, if any negative item is reported to any of my credit reports by your agency or the agency that you represent, then I will be compelled to take legal steps against you for the below mentioned reasons : * Violation of the Fair Credit Reporting Act ( FCRA ) * Violation of the FDCPA * Defamation of character If your agency can provide me with the requested documents, I will need a minimum of thirty ( 30 ) days to investigate this information, and during this period of time, all collection activities must be stopped.
I would like to further inform you that if any action is taken during the validation period which could be regarded as detrimental to any of my credit reports, then I will seek advice about initiating a potential lawsuit. This includes listing any information on a credit report that could be incorrect or invalidated, or confirming an account as correct when, in fact, there is no provided evidence that it is. Also, I request that you provide evidence that I must pay you in anything other than appropriate commercial paper should the debt be proven valid because to my knowledge, the U.S. Congress provided the appropriate solution for me to settle my debts via the remedy in House Joint Resolution ( HJR ) 192 of June 5, 1933.
If your agency / company fails to respond to this debt validation request within a period of ten ( 10 ) days from the date of your receipt of my notice and affidavit, then the account information must be completely deleted from my credit report, and a copy of such deletion request should be sent to me at once, or I will take legal action.
I would also like to request, in writing, that no calls should be made by your agency or company at my residence or workplace. If your agency attempts to make unlimited or computer generated calls to me or any third parties, then it will be considered harassment, and I will have no option but to file a lawsuit. All future communications with me should be done in writing and sent to the address mentioned in this letter. Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face.
It would be advisable that you assure that your records are in order before I am forced to take legal action. This is an attempt to correct your records. Any information obtained shall be used for that purpose.
We thank you for you
r time and look forward to your providing the information requested with the next 15 calendar days from the date of receipt of this presentment and/or sooner as required or acknowledge by applicable statute. Thank you for speedy response in helping me to understand my legal and constitutional rights on this issue. AFFIDAVIT OF TRUTH The undersigned bank officers, being duly sworn on oath, deposes and says : That he/she is an officer of the below named financial institution, a nationally chartered commercial bank or lending institution or organization purchasing promissory notes, hereinafter called bank. That, as an officer of
the bank, he/she has the authority to execute this affidavit on behalf of the bank and to bind the bank to its provisions. It is understood that an exchange is not a loan. It is understood that the borrower 's promissory note is not used to fund any check. It is understood that the bank does not record the promissory note as a bank asset offset by a bank liability. It is understood the bank complies with and follows the Federal Reserve Bank 's policies and procedures. It is understood that the bank does not use the same or a similar bookkeeping entry to record the promissory note as a loan to the bank. It is understood that when banks participate in granting loans the economic effect is not the same or similar to stealing, counterfeiting, or a swindle. Banks who follow the Federal Reserve Bank 's policies and procedures deny customers neither equal protection under the law, nor money, nor credit. The bank fully discloses to each and every borrower all material facts concerning if the borrower provides the funds to issue the bank loan check or if other depositors or investors fund the bank loan check. It is understood that the one who funded the loan should be repaid their money. It is understood that cash is the money and a bank liability indicating that the bank owes cash. I agree that if I have made a false statement regarding bank loans, then any and all loans or alleged loans issued or purchased at the bank are forgiven, without recourse, and shall immediately be considered null and void.
Signed under penalty of perjury.
___________________________________
|
| 07/10/2023 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Mortgage Payments Stolen Greetings, I pray all is well.
Due to the circumstances surrounding this complaint, I am in DIRE NEED of assistance from your office and/or other offices if deemed necessary.
On XXXX I was again informed by my mortgage company ( USAA, XXXX XXXX, XXXX XXXX, and whatever other names they go by these days ) that they have never received the mortgage assistance funds myself and other offices have been tracking and inquired about. They claim they have NOT received such funds and are not aware of such payments. They provided this false information to myself and investigative/government offices.
I have advised them on numerous occasions that such payments totaling {$12000.00} was made towards my mortgage on XXXX. Similarly, a {$50000.00} payment was sent to them in error and was to be forwarded to the Bankruptcy Court to satisfy my XXXX XXXX legal requirement and to prevent my case from being dismissed. They refused to forward funds to the court as directed, and have advised several times that they can do as they please, by keeping the money and altering/falsifying financial figures they provide to me and government agencies. They ( the bank, mortgage co, et al ) were aware of my health complications at the time and worked tirelessly to overwhelm me with their unwarranted lawless attacks. They also decided to try and take advantage of this opportunity to exploit, stealing at least {$17000.00}, that not only caused my XXXXXXXX XXXX Bankruptcy case to be dismissed, but their lawlessness has caused various hardships, in addition to continued/escalated foreclosure threats and other attacks.
They refuse to satisfy my request for mortgage payment receipts. They refuse to satisfy my request for a complete copy of all my records from their office ( s ), system ( s ), and all other data/information storage systems. They refuse to correct their records to show payments were made. These mortgage payments were made. Governmental and non-governmental offices confirms this fact, yet they still continue to commit criminal/unlawful acts to try to steal my {$500000.00} home, this is in addition to the XXXX they have already stolen. Evidence reveals that they have been seamlessly running this lucrative scheme for quite some time, which is interesting.
This organization and many of its members/agents/partners/affiliates continue to commit fraud by not only stealing peoples payment funds, but also by making false claims against their victims/targets in order to unlawfully absorb/acquire their properties and wealth. These unlawful, illegal, treacherous, immoral, unethical acts against protected groups CAN NOT be allowed nor tolerated.
I still require from them a receipt of all payments and a complete copy of all records involving myself, my property, my payment history details and all other pertinent notes and files from their offices, systems, etc.
Also, their proprietary data contains logs/records of some of their unlawful/illegal practices/operations.
My goal is for them to cease and desist all harassment and attacks against me, my property, property occupants, et al. These actions/attacks include but not limited to extortion, blackmail, unlawful/frivolous debt collection practices, fraud, defrauding the government, theft, and threats.
Through internal, third party and governmental investigations and inquiries the perpetrators continue to claim that they have never received any assistance funds, however, attached is proof to the contrary. Attached are copies of payments made by governmental and veteran services offices to them ( mortgage company, bank, USAA, XXXX XXXX XXXX XXXX ).
PLEASE NOTE : Them/they/their = any and all perpetrators involved.
Their lawlessness have negatively affected vital government projects.
Their lawlessness have caused myself, team members, prospective tenants and others to be displaced, in addition to causing many other hardships.
Their lawlessness have prevented my XXXX XXXX case from being completed/confirmed and have negatively affected my credit profiles and quality of life.
Their lawlessness have prevented me from obtaining medicine and medical treatment I require.
Their lawlessness have caused severe hardships for myself, occupants, guests, ASPs ( Assistant Service Providers ), VSOs ( Veteran Service Officers ), their own employees who were helpful, and so many others who were helpful and then eventually removed and/or eliminated.
Agents have advised that many of the perpetrators are members of various SGs ( Sabotage Groups ), that exploit, blackmail, threaten, and covertly attack their targets. Emails, texts, mail, letters, notes and other evidence reveals the legitimacy of this complaint and any other complaint. On numerous occasions they attempted to destroy all evidence, however, other offices have retained records.
They were fraud from day one and their lawlessness void/nullify/breach all contract/agreements and the damage they have caused far exceeds the value of my home many times over. Yet they expect me to extend/prolong our strained relationship, further enrich them and fund their corruption. The absurdity.
They have launched many coordinated covert attacks to prevent/block/restrict me from gaining access to credit, loans, financing and other resources.
They have framed me, ruined relationships, and destroyed law abiding advocates/supporters.
The bankruptcy shows on my credit profile and needs to be removed. Because of their lawlessness I did NOT benefit from the bankruptcy, especially due to it being dismissed/cancelled after they refuse to relinquish funds that were designated for my XXXX XXXX Bankruptcy payment. There is no reason for my life or other peopless lives to be continuously negatively impacted by their lawlessness. Its just issues after issues after more issues, they are out of line, they are out of order, they are out of control. I will NOT fund this circus.
Some of their crimes rage from identity theft/bodily harm/emotional and property damage to vandalism/destruction/theft of multiple vehicles, flooding homes, hacking bank accounts and stealing funds, and hacking and taking over email accounts that contain vital/confidential information for government projects. They also buy, sell, trade, and unlawfully access information/records protected by HIPPA and other laws. They are unchecked, immoral, lawless, sick creatures that must be stopped.
I have also been harassed over 100 times with them calling my phone and not speaking a word, they wont respond to me, but yet theyll snicker and laughing and then hang up. Many times they will do this several times a day. Their name ( XXXX ) shows on the Caller ID when they call. If or when they provide logs or records, I am certain it will not include anything that will incriminate them.
The harassment, theft of mortgages payments, and other unlawful, unauthorized activities they engage in are covertly and strategically devised and carried out. Law abiding parties/agents have advised these incidents and SGs ( Sabotage Groups ) are in connection with the major XXXX data leaks, theft of secret information, patents and other intellectual property. This is in addition to theft, and damage of other items, property and systems.
These lawless groups include but not limited to rouge military intelligence agents, rouge law enforcement agents, spies, hackers, and other criminals that have threatened, injured, tortured, eliminated protected groups of innocent people.
Members of their interconnected SGs also cause damage to vehicles, homes, and to the lives of so many other innocent people. Many times, shortly after they attack they will call my phone, they wont speak a word but theyll laugh. Then many times theyll cause certain electrical items to go out/malfunction when its needed most, then theyll call/text/email me asking how those items are doing and how Im holding up. And different times when I was mourning a loss their agent ( s ) would call to invite me out to celebrate and party.
These lawless creatures also warned that they can see what goes on in the offices and homes of their victims/targets.
If this extreme level of fraud, deception and corruption is acceptable, then they can also accept monopoly game money to payoff any balances they desire to be paid. But i will not participate in this madness. Their treacherous and dishonorable acts have voided all arrangement/agreements.
Not only did I not get any relief from the XXXX XXXX bankruptcy filing, but they made sure it still damaged my credit and caused undue hardships that couldve been avoided/prevented had they not stolen the funds and committed other unlawful acts to cause further damage.
The theft, damage and destruction of my vehicles has prevented me from receiving follow-up treatment for my service-connected XXXX. They also threaten, attack, eliminate doctors, teachers, lawyers, government officials, et al.
They also harass and torture the elderly and disabled people and steal their disability money and other assets.
The information provided here is based on indisputable facts, and is only a fraction of whats going on. These criminals claim and have shown that they can manipulate, control, access, hack, influence most people, offices and systems.
I did not serve my country and provide a service to other countries only to be attacked by my own people in my own land.
Unfortunately, due to their unchecked privacy/security breaching/violating methods/technologies they may receive my complaint against them before it makes it to your office. I would not be surprised for it would not be the first time.
Many members of these groups have expressed extreme hatred towards the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Many of these interconnected group members conspire against others who do not support/join their attack missions/campaigns.
Many members of these groups intercept/delay/steal important communication via USPS and other methods .
They also attack to delay/prevent their targets from timely filing for, investigations, inquiries, refunds, legal action and any other necessary actions. Which is why corruption of this magnitude needs to be fully investigated regularly and then fully reinvestigated regularly and/or when necessary.
They change accurate address and other account information to inaccurate information with various providers/institutions. This is in addition to holding/freezing/stealing funds.
Due to their actions I am a victim and survivor of multiple identity theft attacks.
Over the years they have destroyed/stolen mountains of evidence to protect themselves and other criminals.
It is also very interesting and has happened on numerous occasions, shortly after my microwave, AC, heating, fridge, lights or other system start to malfunction or goes out completely I get mysterious calls, texts, emails and/or other notifications inquiring about said item ( s ). These notifications typically disappear within seconds. Seconds after saving the contact information on my phone, it quickly vanishes, leaving without a trace. Around that same time I received calls from my mortgage company and others. When I answer the phone they do not speak a word, but you can hear them breathing, laughing and snickering. Sometimes the Caller ID shows USAAXXXX and sometime it doesn't. Sometimes their greeting/intro plays just before the strange silence, breathing and other nonsense.
Lawyers and doctors and other advocates have been threatened and/or eliminated.
Agents have warned that many of their attacks where launched to help themselves and other criminals steal more intellectual property material of mine and others.
They somehow even blocked me from accessing my CFPB online account countless times. Thats very interesting.
A Notice of Error was issued to USAAXXXX on XXXX and another NOE issued the following month. Unfortunately, the copies of the NOEs appears to have been removed from the system and emails, so I am unable to attach at this time. However, I am confident that if these documents are needed, a copy can easily be retrieved legally somehow.
Records show that others have had the same or similar experiences I have had with USAA/XXXXXXXX, et al.
Some of their targets/victims have been silenced, including some of their own employees.
PLEASE NOTE : Upon dealing with countless unjustified attacks from USAA, XXXX, Mr.Cooper, their agents, representatives, affiliates, and partners, they have all been put on notice.
Notice is as follows : All Rights Reserved.
Updated Notice : NOTICE TO PRINCIPAL IS NOTICE TO AGENT & NOTICE TO AGENT IS NOTICE TO PRINCIPAL All Rights Reserved & Exercised Indefinitely. Which also includes/applies to any and all business/commercial and non commercial dealings, all tender/currency/finances/money/exchange/property and the like with regards to myself, my home, occupants, property and all other matters. This is in addition to any rights/protections through/for the XXXX, US, XXXX, FTC, UCC, XXXX, XXXX, XXXXXXXX XXXXXXXX XXXX XXXX as well as all civil, local, city , county, state, federal, tribal, International, and all other rights and protections for military, veterans, disabled, minorities, et al. For any and all perpetrators/violators/conspirators and those who gain and/or expect to gain from their lawlessness, there is a mandatory, irreversible/irrevocable violation fee/charge assessed. A XXXX XXXX dollar fee against each individual and a XXXX XXXX dollar fee against each business/company/et al for each violation. ALL parties who are at least partially involved in committing these attacks/unlawful acts are fully liable and are held fully responsible and accountable. Violation fees are assessed in addition to local, city, state, federal, court, attorneys, legal and other charges/fines/fees. Any and all agreements, contracts, settlements, and the like, and all other arrangements are hereby null and void when made under threat, duress or coercion.
PLEASE NOTE : Though the CFPB may prematurely close this complaint and consider the issue resolved, the matter is NOT resolved and is still Open/Pending/Unresolved/Unsettled until all perpetrators have been held accountable and all my request have been satisfied. The bank/mortgage co may also provide a extensive list/timeline of events covering several years to decades, however said list/timeline will NOT include anything of importance with regards to the complaint and primary issues at hand. Then again, they have advised numerous times that they do NOT have to follow any rules, laws, regulations, codes, etc and are free to do as they wish.
Resolution Track and recover all funds. Reverse any and all adverse actions, restore what was/is damaged, which includes but not limited to providing for damages and to fully recover and relocate the surviving team members that they caused to be displaced and correct/restore all respective credit profiles. And provide a complete/full/true copy of all records from all associated parties/entities.
Also for accessibility purposes and to track the progress of this complaint resolution and related concerns, can your office provide me with contact information on the case manager ( s ) handling my complaint?
Point of Contact USAA - a liable party XXXXXXXX XXXX - a liable party XXXX XXXX - a liable party Veterans Administration - may be helpful due to this being a VA home loan.
Attachments XXXX Mortgage Payments Confirmation Letter XXXX XXXX Mortgage Payments Confirmation Notice XXXX XXXX Email to USAA Inquiring about XXXX XXXX Email to USAA Inquiring about Loan Mod Correction XXXX Extortion/Blackmail e-mail sent to me. Again, this is just one of many.
I would have added or attached more evidence, however, due to time constraints and security concerns of other witnesses/survivors I am unable to provide at this time. More evidence may be provided upon request.
|
| 08/20/2020 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
|
|
1. USAA has failed to comply with the Fair Debt Collection Act by reporting to the XXXX XXXX XXXX a disputed debt.
2. Our actions were in compliance with the statute, and USAAs actions were not ( such actions are given in detail below ).
3. W was a victim of a mobile banking scam that resulted in a loss of {$2000.00} via the mobile application XXXX, which he reported timely ( with in 24 hours ) to USAA.
4. USAA determined the XXXX was liable for the fraud since his credentials had been breached by his failure to protect them according to the deposit agreement.
5. Currently, we are not contesting the fraudfinding but ( 1 ) USAAs failure to timely respond to ourrequest for information regarding thefraud teams findings ; ( 2 ) USAAs failure to recognize our rights to dispute the debt based on their failure to justify their fraud findings ; ( 3 ) and publishing/slander while a debt remained disputed.
6. USAAs automatic reporting to the XXXX XXXX XXXX failed to acknowledge our written notice of dispute of debt made within 30 days of USAAs notification debt/overdrawn and fraud findings. Pursuant to the Fair Debt Collection statute our written notice should have stopped USAAs automatic and internal policy to publish any disputed debt. USAA violated that statute by publishing the disputed claim to a third party, and we are asking USAA to correct this slander.
7. On XX/XX/XXXX, we received written notice from USAA ( Dated XX/XX/XXXX ) that it had determined our fraud claim in its favor and that the account was overdrawn by {$1900.00}.
8. On that same morning ( XX/XX/XXXX ), we immediately contacted USAA by phone requesting the information or documents used in making determination which the notice said we were entitled to request.
9. We were told by USAA we would receive these within 5-7 business days. ( To date we have yet to receive any documents and we only received pertinent information on or about XX/XX/XXXXsee telephone call with XXXX detailed herein ).
10. During the above mentioned phone calls ( we were disconnect at least twice by USAA employees ), we gave notice that we disagreed with the fraud determination that the employees represented was based upon the fact simply there was deposit of a check made out to XXXX XXXX and a mobile transaction. There was no explanation or information given to us, only conclusory statements of facts of which we were already aware.
11. We expressed the need to have IP address and location of said mobile transactions, and, were eventually transferred to XXXX in the CEOs office and told that someone would contact us within 3-5 days.
12. On that same afternoon ( XX/XX/XXXX ), XXXX gave written notice that he was contesting the fraud determination by letter delivered to USAA by uploaded onto the web-portal, faxed and US mail.
13. On XX/XX/XXXX, XXXX ( XXXX 's parent ) researched the many ways in which fraud can and is committed upon mobile banking customers, finding over 11 different scams and devices used to steal passwords, pins and gain access to accounts. She also found that the standard in the industry to protect consumers requires monitoring of IP addresses, monitoring XXXX and location of transactions, determining locations inconsistent with the user, monitoring unusual patterns of deposit, monitoring endorsements and refusing printed signatures.
14. USAA had given no indication that it had even performed these any of analytics.
15. On XX/XX/XXXX, XXXX was contacted by XXXX ( she understood him to be from the fraud team, but later learned he was part of the CEOs office ) and told he could not speak with her since she was not on the account. During this call XXXX explained to XXXX the various things that she would expect him to provide to prove their conclusion ( such as IP address, XXXX and location and the analytics mentioned above ). XXXX instructed that XXXX needed to call his extension and give permission for him to respond to XXXX.
16. XXXX called immediately, authorizing XXXX to talk with XXXX XXXX did not call XXXX back that day. XXXX never received a message from or spoke with XXXX UNTIL XX/XX/XXXX ( AFTER we had reporting to the matter to CFPB on XX/XX/XXXX ). In fact, XXXX had no messages at all from XXXX or ANYONE at USAA until XX/XX/XXXX.
XXXX. On XX/XX/XXXX, XXXX submitted a POA for the account and let USAA know she would be acting on XXXX behalf in his dispute of the fraud ruling and the resulting overdraft debt. The POA was also delivered to USAA by upload, fax and US mail.
18. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XXXX called XXXX extension, receiving voicemail each time. She left messages requesting a call back and explaining that we still had no information or documentation from USAA justifying their conclusions as to fraud, and thus causing the disputed debt. She requested the same.
19. On XX/XX/XXXX, XXXX ( XXXX 's dad ) called XXXX extension, received voicemail and left a message requesting a call back and explanation, information or documentation justifying the fraud determination.
20. On XX/XX/XXXX, XXXX ( USAA Employee # XXXX ) called Bs cell phone to collect on a debt in which time B informed her that the debt was in dispute, and he wanted to talk to someone about the fraud determination. She was unable to address fraud and continued only to pursue the debt collection NEVER DID ANYONE AT USAA state we had a right to dispute the debt. B terminated the call.
21. On XX/XX/XXXXXXXX XXXX called and ( despite the fact that every previous phone call she had been told consumers can not be connected with the fraud department ), XXXX with XXXX in the fraud department. XXXX gave the same conclusory information, refused to answer questions regarding the IP address and location of the devices that made the transactions in question. XXXX was transferred to a supervisor who claimed she did not have the IP. She also gave conclusory and outright wrong information. As a result of the lack of information provided by the fraud department, XXXX requested and was transferred to XXXX at the CEOs Member Relations Office who promised to investigate the issue and respond. XXXX never heard rom XXXX ever again, despite the fact XXXX called XXXX again that afternoon, leaving a request for a call back with her colleague, and again later in the month.
22. On XX/XX/XXXX, we received a letter from USAA addressed to XXXX noticing an overdrawn balance and including a phone number to call for any error. XXXX called the number and the message said the office was closed at XXXX CT. XXXX called another USAA number and spoke with XXXX ( XXXX ) explaining that the fraud determination was in dispute and that she was giving notice pursuant to the Fair Debt Collection Act, that the debt was a disputed debt. XXXX was told, in complete contravention of the law, by XXXX, that because USAAs fraud department had already made the decision as to fraud, the debt was collectable and could not be disputed.
23. On XX/XX/XXXX, XXXX delivered to USAA by web-portal upload, fax and US mail another written notice of disputed claim as to the debt/overdraft.
24. On XX/XX/XXXX, having received no information or documentation despite numerous requests for the same by phone, chat, upload, fax and mail, we filed a complaint with the Consumer Finance Protection Bureau ( CFPB ) regarding USAAs apparent failure to investigate our fraud claim according to standard practices in the industry and to respond to requests for information regarding the same.
25. On XX/XX/XXXX ( Friday at XXXX EST ), we received an email from XXXX XXXX USAA Advocacy Advisor that she and her team would investigate the issues raised, leaving her phone number and stating feel free to reach me. XXXX made no reference to the CFPB claim, but given the previous inaction to our repeated requests for information and documentation, we believed the response was due to the CFPB intervention.
26. On or about XX/XX/XXXX, ( the Monday immediate to XXXX email ) XXXX called XXXX, and received only her voice mail.
27. At or about XXXX CT on XX/XX/XXXX, XXXX received a voice message from XXXX surprisingly stating that once again he was reaching out about the fraud case, as XXXX had not heard from XXXX prior to this time. Note he gave his extension and availability from XXXX CT ( his message was left 15 min after his availability to receive a return call ). To XXXX surprise he also said, I know weve been back and forth and missed each others calls. Again, this is the first message of any kind received from XXXX since the XX/XX/XXXX telephone call and telephone records support that there has been no conversation received from USAA prior to that time other than those reflected in the narrative above.
28. The next day on XX/XX/XXXX, at XXXX CT XXXX left a message for XXXX detailing her times available to receive calls that day. J did not receive a call back from XXXX on that day.
29. On or about XXXX EST on XX/XX/XXXX, XXXX received a call from XXXX XXXX She stated that she could not address the fraud claim, and that her colleague would have to call regarding the fraud claim. She addressed only our concerns of fees and slander of credit as mentioned in the CFPB complaint. She represented that there had been no credit reporting and that we did not need to worry about XXXX credit. She said that XXXX was only placed on some kind of warning list, which XXXX assumed from the conversation was an internal list. Frustrated by the continued lack of answers regarding the fraud disputeXXXX XXXX ended the call.
30. On XX/XX/XXXX, considering the aforementioned of the lack of forthrightness demonstrated by the USAA employees, XXXX wanted clarification of the warning list mentioned in the prior conversation and called XXXX asking for a written explanation detailing the list and what impact it would have on XXXX future. None was ever received and in fact all written communication from USAA has never stated that they had reported to the XXXX XXXX XXXX.
31. On XX/XX/XXXX, we received USAAs letter ( dated XX/XX/XXXX ) informing XXXX it had closed his account due to overdraft. The letter stated for informational purposes. There was no mention of the XXXX XXXX XXXX.
32. On XX/XX/XXXX, at XXXX CT, XXXX called XXXX and left a message. Since XXXX had failed to call her back, she requesting all information be emailed to her regarding the fraud claim. ( She had no intention of waiting another 41 days before he actually spoke with her as had occurred between XX/XX/XXXX to XX/XX/XXXX ).
33. On the late afternoon on XX/XX/XXXX, XXXX called to explain USAAs fraud determination. He provided that the transactions in question were in fact from unknown IP address and locations other than XXXX, but because the deposit used a two factor authentication, XXXX must have acted in a way that breached his credentials making the fraud his responsibility. While we do not agree with this, we do not have the time and energy to hire a security expert to prove that two factor authentications can also be hacked. Thus, during the conversation with XXXX, XXXX accepted the fraud determination based on the information provided at that time. Information that was provided for the first time since requested on XX/XX/XXXX. XXXX agreed to pay the debt. XXXX said he could not handle that but would have his colleague, XXXX, to call XXXX about payment of the debt XXXX. On XX/XX/XXXX at XXXX XXXX ESTXXXX XXXX received a call from XXXX who explained the XXXX XXXX XXXX which is in fact a publication of the debt to a third party. XXXX responded with the facts of this matter as detailed above. She asserted that the Fair Debt Collection Acts protections were invoked as early as XX/XX/XXXX and again on XX/XX/XXXX. The dispute concerning the debt was ongoing until the aforementioned call from XXXX which provided the information requested. This information was provided only hours prior. Thus, it was USAAs action ( or rather inactions ) that prolonged the dispute. USAA employees led the consumer to believe there was NO recourse available until well after the 45 days had passed, yet there is an internal consumer dispute request form ( apparently the customer must know to ask for it ) .Once USAA responded to our reasonable requests for information standard in the industry for fraud determination, the dispute was resolved, and we agreed to pay the debt. Thus, to publish the debt to a third party was not only unconscionable given USAAs obfuscation and delay, but was also in direct contravention of Federal Law.
35. XXXX was told again about USAAs policies, and despite the Fair Debt Collection Act, XXXX explained that the action was automatic after 45 days and referenced the deposit agreement. XXXX stated they could do nothing to reverse the reporting.
36. XXXX showed no willingness to understand that USAAs policies and deposit agreements are not allowed to contravene Federal Lawand essentially said there would be no recourse for the consumer and no rectification by USAA of its violation of the law.
37. XXXX transferred XXXX to the department that would take payment and clear the debt, and {$1900.00} was paid to USAA to cover the overdraft and fees.
38. After paying the amount stated above, XXXX asked to speak with someone who could help clear up the XXXX XXXX XXXX and was transferred to several departments. Each department represented to XXXX that another department was the responsible department until XXXX ended up at the very first department. XXXX was not surprise to receive the complete run around, again. Thus, XXXX asked to speak to someone in the legal department. The call was disconnected, and surprisingly, the USAA employee called XXXX back at XXXX EST, but insisted that there was no way for even USAA employees to reach the legal department. She advised that XXXX would need to bring legal action, have an attorney or subpoena to talk to someone with knowledge about the Fair Debt Collection Act.
39. On XX/XX/XXXX, we received USAAs letter dated XX/XX/XXXX warning that because the checking account was closed in an overdrawn position, We [ USAA ] may provide information about your account to a consumer reporting agency. This letter was an outright deception as per XXXX with the CEOs office, USAA had already made such a report.
40. On XX/XX/XXXX at XXXX XXXX EST, XXXX called concerning this notice and again was told there was nothing to be done. XXXX asked for a call back from a supervisor.
41. On XX/XX/XXXX at XXXX EST., XXXX received a call from XXXX XXXX a supervisor with USAA XXXX XXXX was the first employee to actually act as if she wanted to help. XXXX actually researched the situation and provided the Fraud/Deposits Consumer Dispute Request Form. [ Why was this not provided on XX/XX/XXXX or at any time during the multiple contacts with USAA regarding this dispute as detailed above? -- see again paragraph 34 ] 42. The fact recounted herein are on record with USAA, as they recorded every conversation. They can further be substantiated by our documents which were previously provided as stated herein.
43. The actions of USAA have been in contravention of the Fair Debt Collection Act ; and slandered XXXX.USAA is currently threatening slander of Credit ( see USAA letter of XX/XX/XXXX received on XXXX XXXX ) in contravention of the statute.
44. We expect USAA to comply with Federal Law and reverse any reporting to the XXXX XXXX XXXX or any other third party immediately. To cease and desist any further threatening letters and action
|
| 01/28/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
Servicemember |
|
As per the conclusion of my investigation thus far, it has been determined that USAA along with other financial institutions previously mentioned in my initial complaint ; have failed to provide any adequate answer as to why they deemed me ineligible to become a member of their financial institution. Ultimately denying me any deposit account services. USAA, XXXX & XXXX, XXXX, XXXX XXXX, and others has responded to me, vehemently denying supporting or endorsing any form of discrimination ; but making no effort to resolve my issue. Merely going through the motions by following their process and standard company protocol. Where as I would have to assume based on the fact that each financial institution 's letters, although written or prepared all independently of each other ; all share some of the very same unique characteristics. Essentially, they all begin and end with the same generic and standardized apologetic statement. Also, all in which say the same thing. Which is, that it is not their culture to embrace any form of discrimination. As stated, this response is not adequate, in as any Company, Financial institution, Organization, or individual, could easily provide a letter to their customer, client, or account holder stating that it is not their culture to embrace, or tolerate discrimination ; to any degree. A Company simply following procedure, and referring to it's bylaws on how to provide a standardized, and scripted response to a customer or client takes almost little to no effort at all. Especially for Companies and Financial institutions like those named in my complaint, who are held to a much higher standard [ ] and that are endowed with tremendous influence. Such said Financial institutions as these, rededly provide these types of standardized responses on a daily basis ; to more than several of their customers. To me, merely submitting a scripted, and generic response to a claim to the extent of mines, with such detail ; in my opinion suggest that USAA, and these other financial institutions genuinely have no interest in truly understanding the root of my concern. Which in part is to help me better understand why it is that I was denied the liberties of being a member of their financial institution. It would not be fair to say that while although there may be 1, or 2 financial institutions that have made a more comprehensive effort. Other 's have put forth little to no effort at all. To me, simply offering a text book, or scripted response, or no response at all ; in my opinion is not only a insult ; but also a very generic attempt to avoid confronting a deeply rooted issue. My issue is the unfair treatment of individuals that are considered different from what today 's society may consider to be outside the norm. Unfortunately this is a stigma that is practiced by a number of banks, and other corporations. USAA has reported to me that the reason for denying me deposit account services was based solely on information provided to them by XXXX XXXX XXXX. It is my argument that the facts clearly show that a great deal of the information XXXX XXXX XXXX has collected on me was provided to them by XXXX XXXX XXXX XXXX, now XXXX. The facts also show that the information provided by XXXX XXXX XXXX XXXX now XXXX was not accurate. It is also my argument that not only was the information provided not accurate, but XXXX & XXXX now XXXX knowingly provided this inaccurate, and untrue information to it's privately owned third-party credit reporting agency XXXX It is also my argument that XXXX & XXXX now XXXX has violated the FCRA rules by knowingly providing such said inaccurate information concerning me. It is also my argument, as in regards to USAA Bank and other 's ; that it was this inaccurate, and false information that was used in their determining of me being not eligible to become a member of their financial institution. At this time, I should ask USAA Bank exactly what it's definition of " Information '' is. I ask this question based on the fact, that according to USAA Bank, and other 's, it is the " information '' provided to them by XXXX XXXX XXXX that was used in their determining me ineligible to become a deposit account member. Thus denying me any account services. It is my argument, that the facts show that within the broad spectrum of " Information '' that is collected and used by Early Warning Services, and provided to a number of financial institutions such as USAA, XXXX & XXXX ; and other 's, is a detail compilation of my public information. Such as, military discharge status, political affiliation, background, and gender preference. It is my argument that the financial institutions named, used public information, along with the false information provided by XXXX & XXXX in determining my eligibility. It is my argument, that considering the fact that I have never been charged or convicted of any of the activities that XXXX XXXX XXXX has reported to it's own third-party credit reporting agency , furthermore ; the comments and remarks that XXXX & XXXX has reported concerning me have not been substantiated or proven. Yet these financial institutions have considered this inaccurate information regarding me. Inaccurate information that according to the Federal Government, it is unlawful to critic a person based on. XXXX XXXX XXXX has decided that instead of accepting the fact that their investigation into my claims and disputes were conducted with extreme pre-bias and discrimination. XXXX & T- XXXX would rather be bias against me. Defaming both my name, and credibility. Essentially deeming me to be a unsavory customer, and individual. Instead of comprehensively analyzing the details surrounding my claims submitted to them, they have scorned me continiesly ; and mocked me. Suggesting that I caused my own identity theft, by in their words ; " Failure to Safeguard my financial documents ''. Furthermore, XXXX has stated that not only was I the cause of my own identity theft ; but that I also benefited from it. This assertion made by XXXX alone is discriminating, bias, and prejudice. Suggesting that I should in no way be considered the victim, but should instead be considered the instigator. XXXX has also suggested that if a client as myself has had any previous history with a merchant, then that client can in no way become a victim of any unauthorized transaction completed to that merchant. XXXX has stated that it conducted a thorough investigation, with absolutely no bias. If this were true then there would have been a number of different factors that XXXX would have unpacked and took into consideration. Not to mention that I have personal first hand knowledge of a close constituent who is of the XXXX Caucasian decent, who had strikingly similar issues as me ; but who's claims had a opposite outcome than mines did. I should also note, that this same invidual is currently still a member of TRUIST ; and has already provided a notarized statement on my behalf. This individual has also agreed to the releasing of his name and political status, in the event that court proceedings should occur. If it were in fact true that XXXX & XXXX now XXXX moved with zero bias in their investigation then at bare minimum they would have considered the fact that in today 's sophisticated society, hackers have advanced in their technology of criminal identity theft methods. Me, a XXXX yr. XXXX American, Registered Republican in the great District of Columbia XXXX with only a highchool diploma, and a Other Than Honorable discharge from the XXXX XXXX after serving XXXX yrs as a Journalist ; and has absolutely zero computer savvy knows that today 's hackers are advanced. If in fact, there was no bias, prejudice, discrimination, and pre judgement concerning me in your investigation then XXXX would have very well considered, and knew that in today 's society many Applications such as XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX, etc. Become targets for hackers, and unlawful information access ; which in turn alot of times leads to identity theft experienced by victims like me. Hackers today, have developed and designed sophisticated ways in performing unauthorized transactions with a individuals account. Again, even I realize this much. Had TRUIST not moved with bias, stigma, and prejudice then in it's investigation ; they would have discovered that it was, and has been determined that according to District of Columbia XXXX XXXX I was the victim of a Phishing scam. A internal phishing scam orchestrated by one of their own Federal Government employees. ( This information to, can be verified by the DC XXXX XXXX Department ). That both my personal and banking information was severely compromised. Furthermore, it has also been determined by XXXX that during the course of a major XXXX XXXX breach, that my personal, private, and financial information was accessed ; and compromised. I should also note that TRUIST was aware of the identity theft I experienced as a result of being a domestic abuse survivor, and fleeing from Washington DC. I physically visited XXXX & XXXX branch location in XXXX Georgia on several occasions providing documentation supporting the facts just provided. In which during one visit I literally cried in the office of your authorized banker, XXXX XXXX XXXX XXXX for over a hour. Whom although I feel was genuinely concerned about my situation, and wanted to help me better resolve the issue ; after making a phone call to TRUIST corporate office was told that he could not provide any service as in regards to my dispute and claims. It would be during this same visit that I expressed to XXXX XXXX, my feelings concerning the discriminating suggestion made by TRUIST that I influenced or provoked my own cause of personal violation, and identity theft. I explained to XXXX XXXX XXXX suggestion should be compared to, and looked at no differently than if a woman who experienced XXXX. Who was no doubt the victim of having her personal identity violated, and after making her traumatic experience known to police. Instead of being helped and her devastating experience took seriously, she is instead scorned, and mocked. Being told that she somehow played a role in her own violation. That maybe had she not worn the beautiful red dress her husband bought her, then just maybe the criminal who XXXX her wouldn't have thought that she was not only a easy target ; but also her wearing the red dress suggested to the criminal she wanted to be assulted and violated. Essentially, this is likewise the suggestion that XXXX has made. I should add that after careful consideration of my comprehensive investigation, that it comes to no surprise that XXXX moved with such bias. After confirming with one of it's former employees whom resigned her position after being faced with the undeniable fact that as part of XXXX culture, employees were actually trained on how to enforce certain prejudice towards a particular set of clients. How during the phase of the XXXX orientation process, it is emphasized to it's employees the importance of implementing certain pre judge bias. This same employee has provided a notarized written statement, as well as agreed to the releasing of her name in the event that court proceedings should occur. In conclusion, after careful consideration of the facts that have been gathered. I have no interest in becoming a member of XXXX XXXX XXXX XXXX now XXXX, or any of the other financial institutions named in my complaint. Save XXXX XXXX, and XXXX XXXXXXXX XXXX. Whom when considering their genuinely positive attitude towards wishing to resolve my issues, and complaints. Has led me to believe that they sincerely regret a person as myself having such a experience concerning themselves, or any financial institution affiliated with their name. Instead of just saying it, XXXX XXXX XXXX XXXX XXXXXXXX XXXX has truly made efforts in showing that their institution does not embrace any form of discrimination as part of it's culture. Which in my opinion, should be the attitude of others in today 's diverse world. Unlike others named in my complaint, XXXX XXXX offered a more warming response letter regarding my issues. Eagerly expressing it's willingness to understand and resolve my issues, and my concern of being discrimated against. Providing a response letter that was written and customized to fit my experience. Not as other 's, who's responses were cookie cutter, one size fit all, and generic. I remain hopeful, and optimistic that I will resolve my issues with XXXX XXXX, and XXXX XXXXXXXX XXXX. Seeing that we continue to move forward in that direction. I would encourage them to reach out to me, via the email addresses provided. As in regards to XXXX, XXXX & XXXX now XXXX, XXXX XXXX, and others I am afraid that no option for resolution can be made available. Other than justifiable relief provided through the XXXX XXXX XXXX XXXX. Seeing that I have for several months, even before the submitting of my claim I attempted to resolve my issues, obviously to no prevail ; or fair treatment. Furthermore considering the fact that XXXX & XXXX showed no reservation in it's boldness to provide grossly negligent information concerning me to it's own third-party credit reporting agency , XXXX XXXX XXXX Thus violating the FCRA. I have evidence that XXXX provided this inaccurate information after the conclusion of it's bias investigation. There is also evidence supporting the fact that XXXX & XXXX was also made aware of my political affiliation, background, gender preference, and race during a first time account holders class conducted by 1 it's employees. Who was a banker at their XXXX XXXX XXXX XXXX XXXX XXXX branch location. During this class, we were told by our class program director XXXX XXXX XXXX, that in order to graduate the program, 1 of the requirements was that a profile must be created and a checking account must be opened at a financial institution of our choosing. The only stipulation would be that the financial institution had to be one of which conducted new account holder classes at the facility. In this case, that financial institution was XXXX XXXX XXXX. Although I am not at liberty to say the name of the Non-profit organizationXXXX & XXXX now XXXX records should indicate which organization this was, in correspondence to it's XXXX XXXX XXXX branch location where I opened my account. It is my argument that it is this same personal Information provided, that XXXX has on several occasions used against me in denying me equal opportunities, and fair treatment. In it's denying of my claims or disputes. In the event that you are unable to locate the name of this Non-profit organization, then if I am notified by you ; then I will gladly provide that information. In closing, at this time I have nothing further to add, considering that it is still information that must be gathered. However, I have already begun to make preparation to obtain professional counsel and begin XXXX XXXX XXXX XXXX.
|
| 04/22/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
|
|
To whom it may concern : This is going to be a long letter and as painstakingly hard it will be for you to read it all it is that much harder for me to type it all as this will be probably the 100th time I have had to explain what has happened and is still unresolved.
XX/XX/XXXX, I applied for two balance transfers ( {$3200.00} and {$3400.00} ) a total of {$6600.00} from my USAA credit card to my XXXX XXXX XXXX Credit card. The Application for balance transfer was approved by XXXX XXXX XXXX and on XX/XX/XXXX XXXX XXXX XXXX electronically transferred the money to USAA. ( I have the electronic transfer paperwork as proof ).
USAA received the money to their insurance department ( not Credit Card ). USAA insurance department for some reason accepted the payment. Therefore, making it so that XXXX XXXX XXXX could now charge my credit card the {$6600.00} balance transfer. However, USAA applied my money to someones insurance account ( NOT MINE ). I dont even have an insurance account with USAA. Apparently, USAA figured out their mistake and took the money off that persons account. I was never informed about this happening until XXXX XXXX.
Once USAA removed the money from the wrong persons account, they then wrote a check totaling {$6600.00} made out to XXXX to be sent back to my bank to be applied back to my credit card. However, the check that was sent back was endorsed by XXXX XXXX XXXX on XX/XX/XXXX. ( I DO NOT BANK WITH XXXX XXXX XXXX ). I dont have a XXXX XXXX XXXX Account and I dont have a XXXX XXXX XXXX Credit Card. The money was sent to the wrong bank. USAA sent me a copy of the front and back of the check as proof. I noticed that USAA typed XXXX XXXX XXXX on the memo line on the front of the check. I tried to tell them that I dont bank with XXXX XXXX XXXX and they brushed me off and said XXXX must be associated with XXXX XXXX XXXX in some way. I have confirmed with XXXX XXXX XXXX that they are not associate with XXXX XXXX XXXX. USAA claimed that they took care of the issue by sending this check, but I still do not have my money.
In the meantime, USAA had been calling me threatening to send me to collections if I did not pay my credit card bill. I did not think I had a bill because I did a balance transfer and the money was reflected on my XXXX XXXX XXXX card. I kept trying to tell USAA that something is wrong. USAA credit card company didnt care they just wanted their money. They treated me like I was a delinquent payee and didnt want to hear my story. I have never missed a payment in my life from any bill, credit card or utility. They made me pay the minimum balance of {$150.00} on the account that should have been paid off with the threat of sending me to collections. I have since made another balance transfer, XX/XX/XXXX, to remove all of my money from USAA so I would stop getting the threatening calls. So, now I am accruing interest on money that is on my XXXX Credit Card that should not be there because USAA did not send them back my money.
I have not been able to get anywhere with USAA on this.
It is important to note that in the middle of all of this USAA changed my credit card number. There was no reason as far as I know to change my number. The card was not expiring and I did not report it lost or stolen. I also had not used the card and it has not left my desk drawer in over a year so the number could not have been stolen or used anywhere until it was taken straight from a USAA breach. USAA claimed that there was a concern that they were alerted to so they changed the card number.
In addition to my issue above I have been treated like a nuisance every time I call USAA. Every time I call, I get a different person no matter how many times I request to speak to one person they tell me I cant speak to the same person. They tell me to call and have the rep that answers read my notes. There are so many notes that I am on hold for 30 to 40 minutes each time. Only to have them come back and have no idea what is going on, so I have to explain the story anyway. When I ask to speak to a supervisor, they say no they dont want to talk to you, and they dont have to. When I ask if there is a way, I can escalate the issue and talk to someone who can take care of my case, so I am getting the same person they tell me they dont do that at USAA. This is an ongoing issue that needs to be resolved. I have been dealing with this for 7 months now. I am XXXX weeks XXXX and I have had to deal with this undo stress for my entire XXXX. Please help me resolve this before I have my baby.
More Detailed Time Line : XX/XX/XXXX Filled out necessary paperwork to apply with XXXX XXXX XXXX in transferring my USAA credit card balance {$6600.00} to XXXX XXXX XXXX ( offering much lower interest rate ) I processed 2 balance transfers the same day because I thought I only wanted to transfer part of the balance and then decided to transfer the whole balance.
I transferred {$3200.00} and then {$3400.00}.
XX/XX/XXXX, XXXX XXXX XXXX XXXX payments of {$3200.00} and then {$3400.00} were sent electronically to USAA .
USAA accepted the payment and XXXX XXXX XXXX applied the money to my XXXX credit card account.
XX/XX/XXXX, XXXX Received phone call from USAA debt collector stating I was delinquent in my payment and he also informed me I had only 7 days to make payment in order for my credit to remain in good standing. I explained that this is not correct because I balance transferred that money off of my USAA card back in XX/XX/XXXX. I looked up my account to find the money was still reflected on my USAA XXXX XXXX as well as my XXXX XXXX XXXX XXXX card. It became clear to me the USAA debt collector could not do anything to resolve this error. To avoid any possible problems, I immediately made a minimum payment of {$150.00} to avoid being sent to collections.
XX/XX/XXXX - Called XXXX XXXX XXXX ( spoke to XXXX ) to confirm they sent the money to USAA. XXXX provided proof of electronic payments being sent to USAA. ( I have documentation ) I called USAA to let them know and send them the documents from USAA as proof. I was also informed around this time that back on XX/XX/XXXX my money was accidentally applied to someone elses insurance account by USAA. USAA caught the error, removed the money form that persons account and wrote a check to XXXX sending it back to me. But I never received the money.
I called and spoke to a USAA rep named XXXX XXXX letting her know I had proof of payment from XXXX that needed to be sent to USAA. She gave me the fax number to send the documents. I asked her should I put Attn to : Ms. XXXX? She said, No, anyone in the office can receive this and upload it to your USAA documents. I then asked her if she had an extension so I could just deal with her and she said no but I could ask for her by name when I called.
XX/XX/XXXX - I faxed the documentation to USAA proving the total of {$6600.00} was electronically sent to USAA from XXXX on XX/XX/XXXX in two separate transfers one for {$3200.00} and the other for XXXX.
I called and left a message for Ms. XXXX at USAA to confirm that the fax was received.
Days later : Ms. XXXX returned my call stating, The issue had been resolved and the money was sent back to me. I said, But I dont have the money. She said, It must be at your bank in the general ledger and I would have to call XXXX. Ms. XXXX proceeded to read the notes from the USAA computer to me and stated, Your money has been sent back to XXXX XXXX XXXX. I immediately said, Wait! I dont bank with XXXX XXXX XXXX! Why was the money sent there? Ms. XXXX stated, Maybe this was a human error in typing the notes. She placed me on hold to contact a supervisor to confirm and came back on the line to say they will have to do more research. My response was, Are you kidding me? My money went to the wrong bank? Ms. XXXX then responded : Apparently, your bank must be affiliated with XXXX XXXX XXXX and that is why XXXX XXXX XXXX endorsed the check. She asked me to contact XXXX to ask them if they or if XXXX is affiliated with XXXX XXXX XXXX and to have them look for the money on their side. I requested a copy of the check from USAA so I could send it to XXXX to see if they received the check and find out if XXXX was affiliated with them.
Called XXXX at XXXX to ask if they are affiliated with XXXX XXXX XXXX. XXXX researched ( took about two weeks ) with XXXX and they discovered there is no affiliation with XXXX XXXX XXXX. XXXX suggested that I once again call USAA and requested a copy of the check because I had not received it yet.
Called USAA and asked for Ms. XXXX, but the rep said she couldnt reach her. I have never gotten to speak to Ms. XXXX again. I requested a copy of the front and back of the check be sent to me so I can give it to XXXX from the rep I was speaking to. I was told they would have to mail in to me.
XXXX XXXX I still had not received the copy of the check from USAA in the mail, so I called and requested they upload it into my USAA documents. They were able to do so. Note : I never received the mailed copy of the check. I was never mailed to me. When I opened the copy of the check that was uploaded I explained to the USAA rep that it was endorsed by XXXX XXXX XXXX and asked why because I do not have an account with XXXX XXXX XXXX and my bank is not affiliated with XXXX. I also explained that I did not receive the money. They said to send the copy of the check to XXXX and they would know why.
XX/XX/XXXX Called XXXX at XXXX and told her I had a copy of the check. She asked me to email it to her and I did while on the phone with her. She never placed me on hold and looked at it immediately and said she had no idea why it was endorsed by XXXX XXXX XXXX and that it should have been sent to XXXX.
Called USAA and the rep I received on the phone said everything is resolved. USAA stated to me, We sent the money back to you. I replied with, No, it has not been resolved, I did not receive the money. It was sent to the wrong bank. I am getting these responses from USAA reps because I never get to talk to the same person and have to start from the beginning of this long story every time I call. I explained the situation again and they said they would have a supervisor research it and get back to me. This is the response I get every time I call but no one ever calls me with a solution.
XX/XX/XXXX USAA sent me a letter stating, Weve completed our investigation and determined that a billing error did not occur. Upon, reading this letter I am in tears because the stress of this situation is too much. FYI I am XXXX weeks pregnant and do not need this stress. I could not understand why they would close the investigation. The last time I spoke to someone they said they were looking into it and would get back to me and then I receive this letter. This means that with everything that has already transpired now no one at USAA is looking into where my money is any longer.
XX/XX/XXXX Called USAA to inquire about the letter. I again stated to USAA, I do not bank with XXXX XXXX XXXX ; I did not receive my money back and the error that DID occur has not been resolved.
Called XXXX at XXXX because I didnt know what else I could do. She suggested I may need Forged Endorsement Documents and informed me to ask USAA for the documents.
XX/XX/XXXX I called USAA to request a Forged Claim Document. The USAA rep. stated that they would mail it to me XXXX and it would take 5 to 7 business days.
On business day 8 I still hadnt received the document.
XX/XX/XXXX Called USAA to inquire why I havent received this paperwork? The response was COVID 19 is holding up the mail but assured me the documents were sent.
XX/XX/XXXX Called USAA to request a tracking number for the documents. The male who I spoke to stated that the Forged Claim Document was mailed XX/XX/XXXXXXXXbut there was no tracking number.
XX/XX/XXXX - I had enough! I drafted a letter and emailed it to USAA Board of Directors and CEO XXXX XXXX.
XXXX XXXX. Received a phone call from USAA insurance member advocate Ms. XXXX XXXX. Once again, I shared my situation with her. Ms. XXXX stated she would do some research on the Forged Endorsement documents and try to call me back by XXXX XXXX. I asked Ms. XXXX, How can I get someone from USAA to contact XXXX XXXX XXXX to inquire into the check that was sent to XXXX? Her response was that she would have to start from the beginning and research everything. If it was a trainee who made this mistake, they would need to be informed so they could be trained properly. This response does not help me in any way.
XX/XX/XXXX - Ms. XXXX did not call me back by XXXX XXXX At XXXX XXXX. I decided to reach out to Ms. XXXX no answer- I left her a message on her voice mail to return my call with an update.
XX/XX/XXXX XXXX Still no work from Ms. XXXX. Left message for Ms. XXXX to return my call with an update on the forged claim documents.
XX/XX/XXXX XXXX Ms. XXXX returned my call. She proceeded to tell me that her computer modem died on Friday and she could not do any research for me. Then she lost her power this am and couldnt call me. She said she would have called me on her cell phone, but she was not allowed. The update I was given from Ms. XXXX : She does not see in the system where anyone had put notes in on the Forged Claim Document Forms ever being sent to me on XX/XX/XXXX. She is not sure they were ever sent. This is UNBELIEVABLE to me because I called three times between XX/XX/XXXX ( when they were supposed to be sent ) and now and was told they are on their way and Covid 19 is holding up the mail. To find out they were never sent is appalling to me to say the least! I asked her if they can be XXXX overnighted to me because of the delay and she said she is not sure. She then said she would need to see if someone could take my case on the billing side of USAA because she cant access what needs to be accessed to help me. Why is someone calling me and assigned to my case who can not help me with my situation? I asked her to escalate the issue and she said she will talk to her manager, but billing is back logged with issues and she is not sure how quickly they will get to me. I explained I have been trying to get help with this issue for 7 months already ( my entire XXXX ) and I would like this to be resolved before my baby is born. I explained to Ms. XXXX, I would think that an issue this big should be placed at the top because of how long I have been requesting this too looked into and no one wants to help me. She said she is not sure she can do that.
XX/XX/XXXX - I am still waiting for this to be resolved.
|
| 06/10/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Details of Disputed Charge, XXXX XXXX XX/XX/19 1 ) XX/XX/19 : I arrived home from work and had trouble getting in the front door of my home. The key was jammed and almost broke off in the lock. It was very important for me to get into my home as my wife was away on a trip that weekend and I was waiting for my XXXX son to arrive home from school. While my wife was away I was our sons sole XXXX and needed to follow our normal weekend routine. When I was able to get in the home I called my wife and explained what was wrong with the lock. Since the lock was very old and I needed to go out during the weekend for XXXX activities for my son we decided that the best course of action was to call a locksmith and have the lock replaced. I researched on the internet and found a Locksmiths who billed themselves as a twenty four hour emergency locksmith service ( XXXX XXXX ). I called their 1-800 number and spoke to a service representative who took my information. I assumed that this was a service that put consumers in touch with local locksmiths. I was later called directly by the locksmith himself who asked me to send pictures of the current lock. Later that evening he called me and told me that the lock was old and that the job would be fairly expensive. He quoted me a price of {$650.00} due to what he called the high security lock he had to install. I assumed that price was for the entire job. I spoke to my wife and we thought this price was high but that for the emergency service we would pay it. The locksmith agreed that he would come to my home at XXXX the next morning to replace the lock before I had to take my son to XXXX at XXXX.
2 ) XX/XX/19 : The next morning I received a call from the locksmith company asking if the locksmith could come over in the afternoon at about XXXX instead of the morning. I agreed but was not comfortable as I had to leave my home unlocked with our alarm system on. When XXXX came around the locksmith never showed up. I called the service and was told that the locksmith was running late and would be there at XXXX. I started to realize that the same man who answered the phone at the service seemed to be the same man that was the locksmith. The locksmith eventually showed up at XXXX. He spent approximately 2 hours working on the lock mechanism. This included drilling holes and using a chisel on the original door and frame. The type of lock he used was not the same as the original lock in that he used a knob type system and the original was a combination knob and lever system. The consequence of this installation is that the knob is too close to the door frame with the result that it pinches your thumb in closing the door. Also the door is very loose in the frame due to the locksmith gouging a large amount of wood from the frame. The installation itself is very shoddy and crooked. Obviously we will have to have another locksmith work on our door to make it usable. These deficiencies were only noticed well after the installation. After the locksmith finished the work I followed him out to his truck and he wrote up the receipt. I was quite surprised that he handed me a bill for {$960.00} and not the {$650.00} he quoted me on the phone. I mentioned this to him and he stated that the {$650.00} was for the lock itself and not the work. I was perturbed but also flustered. My son was in the house and was starting to feel ill and I needed to attend to him so I paid the locksmith with my USAA credit card and got on with the evening.
3 ) XX/XX/19 : In the morning I was attending to my son who fell ill with a XXXX XXXX. While I was taking care of him I started researching the price for mortise lock systems. Luckily the locksmith had left the box and paperwork for the system he had installed. During my research I could find no mortise lock systems anywhere near the price range of what the locksmith quoted to me. I was able to find the same exact system that was installed in my home for sale from XXXX for {$65.00}. Note that the price that the locksmith quoted is ten times the price of the part for sale on XXXX. This is no high security lock system but an average to below average lock that is available for sale through a number of retail outlets. When I saw the price of the part I immediately called the XXXX XXXX service number to complain. I explained the situation and told them I wanted my bill adjusted for the overcharged part. He told me that I had to get in touch with their customer service representative. He seemed quite agitated by my request and told me there was nothing he could do. After that call I immediately called USAA credit card services and spoke to a rep about my situation. She was very informative. She told me to call the company back the next day and try and work something out. If they were not responsive she said I would have the option of formally disputing the charge with USAA.
4 ) XX/XX/19 : I called XXXX XXXX in the morning. I waited on hold for at least twenty minutes. A female customer service rep who mumbled her name finally came on the line and asked me what issue I had. I explained what had happened and that I believed I was overcharged for my lock system. She asked me if I wanted an adjustment to my credit card for the {$650.00} I was overcharged and I said yes. She politely put me on hold. I stayed on hold for 45 minutes and after that lengthy period of time I was disconnected. I called back several times and each time they put me on hold and never answered the line. After this call I called USAA and spoke to a rep who helped me place a formal dispute on the fraudulent {$650.00} charge to my credit card. It is my belief that this locksmith preys on people ( like myself ) who are in an emergency situation and who dont know any better. If I hadnt followed up and checked on prices I would have been ignorant on how much I was overcharged. My signing the authorization to charge my credit card in no way was my agreement to be defrauded. Please help me adjust this charge.
5 ) XX/XX/19 After I provided the paperwork that the customer service representative asked me to provide them USAA closed my complaint without any investigation. XXXX, the first investigator on the case called my home twice and never got me ( even though he had multiple contact numbers for me ) and told me he closed the investigation because he wanted me to call him. He also never contacted the merchant to find out what his response was to the overcharge for my mortise lock. It seems to me that the merchant should have to respond for what they did and not the consumer. XXXX seemed to blame the transaction on me because I signed the receipt. I must reiterate that this is an instance of FRAUD! Simply signing a receipt, under duress I might add ( as I have explained ) does not open one up to fraud! I find it outrageous that USAA is more concerned with the rights of a disreputable merchant than the rights of their customer who has been a loyal member for over 30 years. Since I was not satisfied with XXXX work on my dispute I called USAA to have him replaced and requested to speak to a supervisor at the dispute resolution department. It took the supervisor 3 days to contact me even though he knew I was irate with the situation. XXXX, the supervisor who called back was better at explaining the situation than XXXX ie why USAA closed the investigation after two weeks and how I could dispute the charge anytime up to 120 days after the transaction. I am not, however, satisfied with his explanation on how signing a receipt opens one up to fraud! He stated that USAA looks at the signed receipt as a re-negotiation of the contract and that USAA only reviews the four corners of the contract. This makes no sense. In order for a re-negotiation to be valid there has to be actual negotiation between the parties. In order for a contract to be valid there needs to be bargained for consideration. There was none for the added charge and the fraudulent charge for substandard equipment. In this instance there was no actual negotiation at all. I was out in the street while my XXXX son, who was sick at the time was inside alone. I was given no time to evaluate the new price I was given after a previous estimate for a lower ( still exorbitant ) price. In short I was under duress at the time to sign a document that a slick criminal shoved in my face. This is the type of transaction USAA supports? As for the receipt being the controlling document because USAA only reviews the four corners of the contract this is invalid in instances of fraud. Courts routinely go outside of contractual documents in instances of illegal activity and look at the motive of the parties. In this case the motive was theft in a well-known con game and therefore invalid. Again, why is USAA supporting criminal activity and not their loyal customer? I was told that if I wanted to have any hope of being successful in my dispute I would have to get another locksmith in to review the work of the first merchant ( who was not a licensed locksmith ) and provide documentation of the shoddy work of the first merchant to USAA. Since the merchant truly did shoddy work I have complied with this request. USAA requested that I provide the paperwork before the end of the month. I explained that this may not be possible as I was working and may not be able to schedule the locksmith for before the end of the month. I did manage to get a letter from a reputable locksmith ( contained with this document ) after the end of XXXX referencing the shoddy work of the prior merchant. The situation as it turns out is worse than I thought so I am now disputing the entire charge of {$960.00} and would like a dispute of this amount opened up in my file. So far this has not happened.
6 ) XX/XX/19 I was able to get the name of a reputable locksmith form a neighbor, XXXX XXXX XXXX XXXX , XXXX located in XXXX NH. XXXX, the owner scheduled an appointment on XX/XX/19 to a look at the job done to my door by XXXX XXXX. I was able to squeeze in this appointment before I left for a short trip out of state. He was amazed at the poor and shoddy work plus the outrageous overcharge for the work done by XXXX XXXX. He told me that if I had called XXXX XXXX XXXX XXXX originally they could have just swapped out my old cylinder for less than a hundred dollars. He also was familiar with the scam that was run on me. It is well known that there are groups of criminals who are not licensed locksmiths ( Massachusetts has no licensing requirement ) that put in substandard equipment and hit consumers with surprise charges. I am appalled that USAA seems unaware of this fraudulent activity and would take the side of criminals running a well-known scam over a customer of thirty years! When XXXX reviewed the work that XXXX did there was absolutely nothing of their work that was usable. The cheap mortise lock they put in was the wrong lock for my door and was installed upside down and backwards. It was only partially functioning and because they installed the door plate improperly the door rattled in the frame and could not be closed securely. All that equipment had to be replaced. Additionally XXXX destroyed my original antique mortise lock which XXXX tried to reinstall in my door which would have been the most inexpensive solution. XXXX also severely compromised the strength of my door by chiseling wood from my antique door and gouging a deep hole in my door frame. Ultimately XXXX had to install a wraparound lock so the door would close securely so my family was safe while I was away. As this new lock system did not match the antique door itself XXXX had to order an antique finish wraparound lock which will be installed sometime in the future. I have provided this letter, the narrative as well as supporting pictures to USAAs dispute resolution department.
Conclusion This experience has been a horrible one overall not just because I was robbed by a disreputable merchant running a well-known scam ( that USAA should be aware of ) but by the treatment I have received from USAA. For the most part USAA has treated like I was the criminal and made the process of filing a dispute overly complicated. If I have 120 days to dispute a charge why does USAA keep closing my dispute out every two weeks? Why cant I reach out directly to the dispute resolution team, either via phone or email? Each time I need to talk to the dispute resolution staff I have to go through the consumer service line. This takes time and then I have to wait for a call back. On top of that the consumer service reps wont just simply convey a message to dispute resolution without trying to help. On XX/XX/19 I called consumer services to reopen my dispute ( and increase it to the full amount ) as XXXX told me I could. The first rep did not understand what he was doing, put me on hold more than once and then inadvertently hung up on me. The second rep also did not know what they were doing and then misinformed me by telling me that my wife ( the original card holder ) would need to call and open up the dispute. I had to get that persons supervisor on the phone to fix that misrepresentation. I still have not received any correspondence confirming that my dispute has been re-opened and the message I left for dispute resolution to call me back has been ignored. What is going on at USAA? In the past five years USAAs customer service has been really terrible. My wife was an XXXX when I met her and she originally had USAA insurance. Over the years this has expanded to include loans and credit cards. After we were married I went back to school, acquired an advanced degree and received a commission in my own right from the XXXX 20 years ago. I have been mobilized twice, XXXX once and spent numerous times away from my family. I am still currently a member of the XXXX XXXX ( 35 years total service and counting ). I try to adhere to the XXXX values of Loyalty, Duty, Respect, Selfless Service, Honor, Integrity and Personal Courage. For a company that is supposed to be for the XXXX XXXX I dont see that USAA has adhered to any of those values. I see no reason to continue as a loyal member of USAA especially when that loyalty seems to run only one way. I am ready to take my business elsewhere. For whatever reasons USAA doesnt seem to care. If they lose too many like me USAA will cease to be a viable company.
|
| 05/09/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
IN REFERENCE TO COMPLAINT ID XXXX.
USAA HAD COMMITTED ALLOT OF CONSUMER FRAUD AGAINST CONSUMERS WHO HAD FILED MANY CLASS ACTION AND PERSONAL LAWSUITS AGAINST USAA. MILLIONS OF DOLLARS IN LAWSUITS. WOW!.. USAA IS VERY CORRUPT..
Date of response : XX/XX/XXXX. In your submission to the Office of the Comptroller of the Currency which was forwarded to the CFPB, you state that you are holding USAA liable for the participation in consumer and bank fraud along with XXXX XXXX XXXX XXXX ( XXXX ). ( YES. ) You assert that both parties are committing financial fraud based off business projected income being used on two ( CONSUMER ) credit card applications in place of stated income. ( USAA KNEW THAT FROM THE BEGINNING AND USAA HAD THE EIN AND NEVER ASKED FOR PROOF OF EMPLOYMENT AND INCOME TO VERIFY THE ANNUAL INCOME OF {$150000.00} ).
You assert that USAA knows that these military-affiliate credit cards ( WAS NEVER OPENED BACK IN XXXX ) are not open to non-USAA members and non-military affiliated members.
You feel USAA is ignoring ( ALL EMAILS, ) your request to settle the account or to go to court ( USAA HAS NOT COMPLY WHETHER OR NOT THEY WANT TO GO TO COURT OR NOT ) ( THE AGREEMENT WAS SENT ON XX/XX/XXXX AND USAA HAD TILL XX/XX/XXXX TO RESPOND. I GAVE USAA A CHANCE TO ADD OR CHANGE SOMETHING IN THE AGREEMENT AND NO RESPONDS. I SENT ANOTHER AGREEMENT ON XX/XX/XXXX AND TO RESPOND XX/XX/XXXX THAT MAY BENEFIT USAA TO SETTLE THE CLAIM WITHOUT ANY MONEY FOR DAMAGES ONLY TO REMOVE THE ACCOUNTS OFF CREDIT REPORTS. I WAS NOT ASKING FOR ANY MONEY ON THE AGREEMENT. ) ( BACK IN XXXX THROUGH XXXX XXXX IT WAS OPEN TO ANYONE Membership in USAA is limited to XXXX XXXX and veterans of the U.S. military and to their eligible family members. However, not all USAA products and services are limited to members. USAAs investment services, life/health products, and some bank products ( such as military affiliate credit cards ) are currently available to individuals not eligible for USAA membership. ( FALSE STATEMENT!! GOT PROOF THAT IT WAS NOT ) Further, a person does not need to be a member of a military affiliate group in order to obtain such a card. ( AGAIN FALSE STATEMENT. I DO HAVE RECORDING OF USAA STATING DIFFERENT AND PRIVATE MESSAGING AND EMAIL OF THE WELCOME LETTER THAT WAS SENT TO ME IN XXXX ALONG WITH XXXX XXXX XXXX WHICH I DID NOT UNDERSTAND TO AT THAT TIME ).. In XXXX and XX/XX/XXXX, you ( XXXX XXXX XXXX ) applied for two military-affiliated credit cards online. On XX/XX/XXXX, and XX/XX/XXXX, you requested the status of your credit card applications for a XXXX XXXX XXXX credit card and a USAA military-affiliate card, the XXXX XXXX XXXX XXXX. ( USAA PARTNER XXXX XXXX XXXX HAD REQUESTED ME TO CHECK THE STATUES. GOT PROOF OF THAT. ) On XX/XX/XXXX, and XX/XX/XXXX, USAA established individual credit cards ending in XXXX and XXXX, respectively ( FALSELY ), in your name. On XX/XX/XXXX, you messaged USAA via the website apologizing for your accounts being past due. You indicated that you got confused and sidetracked and thought the accounts were due by the XXXX each month. ( DO NOT REMEMBER THAT ) On XX/XX/XXXX, you messaged USAA via the website indicating you intended to pay off the debt when you were able. You stated that you started a XXXX XXXX business ( XXXX USAA KNEW IT FROM THE BEGINNING ) and that you came across ( USAA PARTNER ) XXXX, which helps raise capital for funding businesses ( XXXX USAA KNEW IT FROM THE BEGINNING. USAA KNEW IT WAS FOR BUSINESS BY USING A FALSE INCOME. USAA KNEW THE CONSUMER ANNUAL HOUSEHOLD INCOME WAS FALSE JUST TO RECEIVE A HIGH CREDIT AMOUNT. ) You added that ( USAA PARTNER ) XXXX indicated it was legal to use ( BUSINESS ) projected income on ( CONSUMER ) applications. ( APPARENTLY I WAS LIED TO AND USAA ACCEPTED THE FALSE INCOME FROM THE BEGINNING ANY WAYS KNOWING USAA DONT ACCEPT BUSINESS PROJECTED INCOME AS STATED INCOME ON CONSUMER CREDIT APPLICATION ) You indicated that you used the funding to purchase a property ( UNDER THE BUSINESS NAME THE LLC AND NOT UNDER CONSUMER NAME ) from a county tax foreclosure auction in XX/XX/XXXX and learned you could not sell the property until the one-year period had passed. You asserted that you planned to pay off the debt or continue making full payments in XXXX. ( WHICH AT THE TIME I DID NOT KNOW IT WAS CONSUMER AND BANK FRAUD THAT I GOT CAUGHT UP IN ) You stated, It is my responsibility to pay off the debts. ( THINGS DO HAPPEN THAT I CAN NOT CONTROL ) You were provided with contact information for the Member Assistance Program, ( NOT TO MY KNOWLEDGE ) which knowledge provides a means to assist past-due account holders in becoming current ; however, we have no evidence that you contacted the department. Our records confirm that between XX/XX/XXXX and XX/XX/XXXX, payments were made to both ( CONSUMER ) credit cards ( THROUGH THE BANK BUSINESS ACCOUNT ), and statements were sent to your address on file. Both ( CONSUMER ) credit card accounts charged off in XX/XX/XXXX, as they had reached 180 days of delinquency. From XX/XX/XXXX to XX/XX/XXXX, both accounts were assigned to five separate collections agencies for possible balance recovery ( I DID NOT KNOW THAT ). The charged-off balances remained unpaid. ( USAA SHOULD HAD FILED A LAWSUIT AGAINST ME TO COLLECT THE FRAUDULENT DEBT DONE BY USAA AND XXXX XXXX XXXX. CALIFORNIA STATUE OF LIMITATION IS 4 YEARS FROM THE FIRST NON PAYMENT. ) In XX/XX/XXXX, USAA sent IRS 1099-C forms to you for both accounts. Credit card account numbers that appear on your card, statement, and credit report are individual numbers unique to the cardholder and are tied to the differing account numbers that USAA has on file. The numbers shown on the 1099-C end in XXXX and XXXX, which pertain to your accounts ending in XXXX and XXXX, respectively ( FALSELY ). ALL FOUR ACCOUNTS THAT STARTS WITH XXXX ARE MASTER CARDS WITH A 16 DIGIT NUMBERS. AS OF XXXX USAA NO LONGER A PARTNER WITH MASTER CARD. SWITCH ALL CONSUMER ACCOUNTS TO VISACARDS. ) We confirmed these numbers are correct on both 1099-C forms. From XX/XX/XXXX to XX/XX/XXXX, USAA received multiple credit report disputes for both accounts. The dispute reasons were listed as the account not being yours and opened fraudulently. ( USAA ONLY SPECULATING. USAA KNOWS THE TRUTH ) USAA responded to each dispute accordingly, and no changes were made to your credit report. ( USAA HAD ADDED NEW ACCOUNTS REPEATEDLY TO GET MY ATTENTION TO MY XXXX REPORTS BY ADDING THE OLD ACCOUNT AS NEW ACCOUNTS. GOT PROOF OF THAT ) According to the usaa.com Site Terms, You may not use the login information of another person, unless they specifically authorized you to do so. Your email to ( USAA PARTNER ) XXXX dated XX/XX/XXXX, shows that you shared your online credentials with them, ( USAA IS NOT SHARING WHAT WAS IN THE EMAIL TO SHOW PROOF THAT THE CREDIT CARDS WAS NOT OPEN TO NON MEMBERS IN XXXX AND THE WELCOME LETTER THAT WAS SENT TO ME TELLS IT ALL. I POSTED WHAT WAS LEFT OUT AT THE BOTTOM ) thereby giving them authorization to use your login information. ( MUST DID SOMETHING TO GET ME APPROVE FOR THE MILITARY AFFILIATE CREDIT CARDS. I KNOW I AM NOT THE ONLY ONE THAT XXXX XXXX XXXX HAD ACCESS TO OTHER CONSUMERS USAA ACCOUNTS TO GET THE CONSUMER APPROVE FOR THE CREDIT CARDS ) In addition, our records reflect that you signed the USAA Online Agreement on the date you established your USAA profile. The Online Agreement states, You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer and mobile device ( AGAIN NO ONE HAD ACCESS TO MY HOME COMPUTER AND CELL PHONE. ) as further described in the Online Security Center. You agree to notify us promptly of any unauthorized ( USAA PARTNER XXXX XXXX XXXX ON THEIR END ) use of your password or breach of security Our records reflect that you did not report unauthorized use of your account ( USAA PARTNER XXXX XXXX XXXX ) prior to the disputes. ( I AM NOT LIABLE FOR THE ACCOUNTS DUE TO CONSUMER AND BANK FRAUD BY USAA AND XXXX XXXX XXXX XXXX ) ( SINCE USAA IS NOT DENYING XXXX XXXX XXXX THROUGH OUT COMPLAINTS AND EMAILS AND LETTERS RECEIVE FROM USAA ). An investigation determined that there was no evidence of fraudulent activity ( NO ONE HAD STOLEN THE ACCOUNT TO CHARGE ANYTHING TO THE ACCOUNTS ) and you remain liable for the debt ( DUE TO USAA AND XXXX XXXX XXXX CONSUMER AND BANK FRAUD ). On XX/XX/XXXX, USAA sent you a {$10.00} refund check ( BOGUS CHECK THAT I NEVER CASHED ), along with a letter referencing your credit card account ending in the internal account number XXXX ; ( 16 NUMBERS MASTER CARD ) the number for your account ending in XXXX. ( 16 NUMBERS MASTER CARD ) The letter explained that USAA recently reviewed statements between XX/XX/XXXX and XX/XX/XXXX, and a difference was found between what was disclosed and the late fee charged during this period. The refund was for a difference of the fee charged and interest. The letter did not specify the actual date of the late fee or intend to imply the account was established in XXXX. USAA is required by the Fair Credit Reporting Act to report accurate information to the consumer reporting agencies. ( DONT ACT SO PERFECT USAA HAD REPORTED THE ACCOUNTS ON FALSE DATES AND REPORTED THE OLD ACCOUNT AS NEW ACCOUNTS TO THE XXXX REPORT REPEATEDLY ( VIOLATION TO FCRA ). ) As no fraud ( YES DONE BY USAA AND PARTNER XXXX XXXX XXXX ) or error was found, the reporting will not be changed or removed. Please note, each account will continue to report for seven years from the first date of delinquency. No settlement or compensation will be forthcoming. ( OK USAA IS WILLING TO SPEN ALLOT OF MONEY ON ATTORNEY AND COURT FEES TO GO TO COURT AGAINST LITTLE ME. ) USAA MUST ENJOY HANGING ON TO ME FOR PERSONAL GAIN ) We found no evidence to substantiate your allegations of wrongdoing. We appreciate the opportunity to review this matter and respond to you. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. ( I WONDER HOW MANY CONSUMER USAA COLLECTED THROUGH OUT THE YEARS FROM XXXX XXXX XXXX ON FALSE HOUSE HOLD INCOME? ) _____________________________________________________________ ( I HAD DECIDED TO RESEARCH ON USING BUSINESS PROJECTED INCOME AND STATED INCOME ON CONSUMER CREDIT APPLICATION TO USE IN CONSUMER ANNUAL HOUSE HOLD INCOME IN THE END OF XXXX AND XXXX AND NOW. I CAME TO DISCOVER BUSINESS PROJECTED INCOME IS ONLY FOR BUSINESS LOANS AND CREDIT AND NOT FOR THE USE FOR CONSUMER. A BUSINESS PROJECTION INCOME IS AN OUT LINE OF WHAT YOU MAY GAIN IN THE YEAR OR MAY NOT HAPPEN. IT IS PART OF A BUSINESS PLAN. XXXX XXXX XXXX USED {$150000.00} ANNUALLY THAT IS XXXX EACH MONTH. I WISH I WAS MAKING THAT MUCH IN A MONTH. I WOULD NOT BE COLLECTING XXXX XXXX XXXX XXXX XXXX XXXX XXXX MOST OF MY LIFE. IN XXXX I WAS GETTING CLOSE TO {$900.00} A MONTH THAT IS {$10000.00} A YEAR. USAA KNEW IT. AS OF XXXX OF XXXX I RECEIVE WIDOWS BENEFITS DUE TO MY HUSBAND PASSING AWAY OF XXXX. I DONT RECEIVE XXXX ANY MORE.
STATED INCOME WAS USE FOR MORTGAGE LOANS BACK IN THE DAY. HARDLY ANY MORTGAGE LOANS ACCEPTS STATED INCOME.
IF YOU MAKE A FALSE STATEMENT ON CONSUMER CREDIT APPLICATION FOR A CREDIT CARD INORDER TO GET A HIGHER CREDIT AMOUNT THAT IS FRAUD. RIGHT USAA? BANKS CAN SUE FOR DEFRAUDING THE BANK. RIGHT USAA?
I KNOW I WAS FRAUDED BY USAA. I WILL STICK TO MY CLAIM AGAINST USAA. ) _______________________________________________________________ ( XXXX XXXX XXXX EMAIL USAA Setup for XXXX XXXX XXXX XXXX XXXX Wed, XX/XX/XXXX at XXXX XXXX Reply-To : XXXX XXXX XXXX To : " XXXX '' XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX The purpose of this email is to establishing a relationship with USAA.com. We need you to create the login, password, and pin. You will not be applying for anything, just setting up an account at this time. Please do not link to USAA.com from this page but enter the address into your browser when prompted.
1. Type USAA.com into your web browser address bar.
2. Towards the top of the screen click on " Why Join USAA ''.
3. On the next screen click the green " Join USAA '' button.
4. The next two pages will ask you to fill in some basic personal information.
5. The page after that is a few questions regarding your military affiliation. If any of the questions pertain to you answer " yes '', if not answer " no ''.
6. On the final page, you will create a login/password/pin.
****Please Note : If you have ANY difficulties setting up the account online please call XXXX and ask to have an account set up for you over the phone.
Simply tell the representative you have been told they are a great company and you are interested in their investment products ( you do not need military affiliation for these particular offerings ).
When you have finished, just email/call your consultant and let them know the account has been established.
XXXX XXXX XXXX XXXX XXXX Coordinator Main XXXX ( XXXX ) Ext XXXX Local XXXX Ext XXXX Fax : XXXX Alt XXXX ***The office will be Closed on Monday XX/XX/XXXX for XXXX XXXX. I will respond to all emails and voice mails within XXXX hours. If you need immediate assistance, please contact your consultant. Thank you*** USAA WELCOME EMAIL Welcome to USAA USAA XXXX Wed, XX/XX/XXXX at XXXX XXXX Reply-To : XXXX To : XXXX To ensure delivery to your inbox, please add XXXX to your address book.
USAA Number Confirmation View Accounts | Privacy Promise | Contact Us USAA XXXX XXXX XXXX XXXX USAA # ending in : XXXX Dear XXXX XXXX, Since XXXX, USAA has been honored to serve military members and their families. Whether it's through banking, investments or insurance, helping members reach their financial goals is our mission.
Our records show that you set up your online access on XX/XX/XXXX, at XXXX XXXX, and established the following : Online ID Password Personal Identification Number ( PIN ) Although USAA auto and property insurance and USAA Banking Products aren't available to you because of our eligibility requirements, we can still help. We offer a variety of products and services that can help you with everything from budgeting and managing all your accounts ( even non-USAA ones ) in one place, planning for retirement and more. We're here to help you meet your needs through every stage of life.
|
| 05/12/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
Complaint from XXXX XXXX XXXX XXXX submitted to the Consumer Financial Protection Bureau in regards to abuse of the Patriot Act/Bank Secrecy Act.
My wife and I have been member/customers of USAA for over 27 years. During the last week we have had a more than disappointing experience, that in fact the evidence thereof seems to show that USAA is abusing the Patriot ACT/Bank Secrecy ACT with members in a way that is unreasonable, intrusive, unnecessary, and violates privacy. We were however, very pleased to be introduced to The Consumer Financial Protection Bureau and your work to help members like us to hold accountable inappropriate banking behavior.
It was also interesting to see that this is not the first time you will have received a complaint about such violations by USAA, in view of your class action XXXX} XXXX settlement last year with USAA after dealing with the issue that USAA violated the Electronic Fund Transfer Act.
Our Complaint Last week my wife attempted to use her USAA phone app for the purpose of transferring funds to one of our adult children. But, to her surprise, upon logging on to her app, she was prompted that she must answer questions about our Net Worth, Sources of Income and other privacy based questions not necessary for customer identification. Furthermore, she was told in writing that if you dont provide this private information within 3 visits you will be blocked from accessing your accounts, statements and effectively the ability to conduct personal banking of our private assets.
EXHIBIT About a year ago, we experienced a fraud event with our USAA accounts, known as an account takeover. USAA worked to try and explain how after multiple conversations with USAA employees, the fraudsters were able to gain the answers to my wifes security questions, which even I cant answer. Fortunately, after the criminals had already withdrawn money from our daughters account, opened new accounts and credit cards we became aware and intervened. As you might expect, we worked directly with USAA to reconfigure all of our security protocols including new passwords, pins, security questions and adding 2 step verification to insure this never happened again. All of this enhanced security re-engineering would have been impossible if USAA did not believe at that time that they had reasonable confidence that they were in fact dealing with us their members.
In addition to the account takeover, we have also experienced multiple attempts by other fraudsters to impersonate USAA in electronic communications with very authentic presentations, but in each case we called USAA to report and identify the fraud attempts.
As you would expect, all of these experiences had made me and my wife quite sensitive to anything that came digitally with USAA branding but did not seem like them. Therefore when my wife got these required questions we were concerned about more fraud and called USAA on XX/XX/XXXX.
XX/XX/XXXX : We first spoke with a USAA CSR about the questions to insure this was not fraud. To our surprise, the representative told us quite casually that these questions in fact did come from USAA and that we are required under the Patriot Act to answer them or USAA would unilaterally prevent us from accessing our accounts and funds. When I asked more questions on how such questions ( see screen shot exhibit below ) were necessary for customer identification after having already cleared verification she could not say and connected us to XXXX in the USAA Executive Resolutions Team. While waiting for XXXX to come on the line, I did a very quick cursory survey of the Patriot Act and the related Bank Secrecy Act as it applies to Anti-money Laundering and Customer Identification Programs required. Interestingly, it stated that institutions CIP ( Customer Identification Program ) programs are intended to enable the bank to form a reasonable belief that it knows the true identity of each customer. I learned that these CIP questions are applied under the act when customers open new accounts, apply for loans or perhaps apply for credit cards. Further that these questions as directed by the Bank Secrecy Act/Anti-Mondey Laundering Examination Manual ( see : XXXX : XXXX % XXXX % XXXX % XXXX XXXX call for : birthday address social security number drivers license When XXXX came on the line and we asked about these issues, he did not respond but asked for the opportunity to access and view our account. My wife, ironically, successfully answered all of XXXX security questions to be verified. Apparently he considered that sufficient to reasonably believe that my wife was a true member/customer because he went on later to help make the funds transfer for my wife. To his credit, XXXX seemed to sincerely understand our frustration that we were being asked questions like this after 27 years of membership and not opening a new account or loan application. In an effort to help, he tried to use his system to see how my wife was sent these demanding questions in the first place. Ultimately he made a very interesting comment. In effect, XXXX said, that he did not see any data or information on his side which would normally be there to engage sending the questions to a member. He was at a loss to explain how that could be, but could not unequivocally say my wife was not under suspicion for the Patriot Act guidelines. Please note my wifes name does not appear on any federal XXXX watch lists nor has she received a warrant.
XXXX then made the recommendation that to get the answers to our questions about USAAs intrusive questions we needed to talk to the MOET department on Monday XX/XX/XXXX. Further, he explained that the MOET group manages the Patriot Act compliance and operations for USAA.
On XX/XX/XXXX we called as instructed to the MOET department and were connected with XXXX. Once again XXXX verified us thru appropriate security questions which we happily answered without asking questions about our net worth, sources of income etc. We reviewed all of the above with XXXX including specific entries in the Bank Secrecy ACT/ Anti Money Laundering Examination Manual.
In addition to the points made to XXXX regarding appropriate CIP questions under the Patriot Act for new accounts or loans, we pointed out and asked why USAA was ignoring or apparently not in compliance with certain parts of the Examination Manual? Examples were : 1. On page 45 it states : The CIP is intended to enable the bank to form a reasonable belief that it knows the true identity of each customer.. With our enhanced security questions, new passwords, new pin numbers, and now 2 Step verification, we asked how could that not be reasonable belief we were a true customer? Furthermore, how could USAA possibly use, much less verify our identity as a customer based on estimated answers to questions like net worth, other sources of income etc.?
2. As pointed out above, we have been member/customers of USAA for over 27 years with multiple accounts, services and children account holders. on page 46 of the Manual, it states that the Customer Identification Program rule applies to a customer. In the same paragraph it states : The definition of a customer also does not include an existing customer as long as the bank has a reasonable belief that it knows the customers true identity. In footnote 44 it goes on to explain : The bank may demonstrate that it knows an existing customers true identity by showing that before the issuance of the final CIP rule, it had comparable procedures in place to verify the identity of persons who had accounts with the ban as of XX/XX/XXXX.
By this definition, since my wife and I have been customers since XXXX and because USAA obviously accepted our verification / security questions for 6 years prior to XX/XX/XXXX, there is no reason that they can claim they need to know our net worth or other sources of income for the purpose of reasonable belief that we are customers.
3. On Page 50 of the manual it addresses Adequate Customer Notice. It is interesting to note that the whole discussion and questions are connected to opening an account. My wife was was not opening a new account. This new account language is reinforced on page 47 of the manual with the addition of direct examples of appropriate identifying information.
All of those listed we have always been willing and have complied in sharing for security verification. BUT what is NOT found in this list on page 47 are the questions in the exhibit provided threatening blocked access of personal accounts if not answered.
4. I also asked if based on required CIP record retention policy ( page 54 ) if there was an indication that my wife had been flagged as high risk.
At this point XXXX at the MOET department stated that he would need to refer us to his manager XXXX for these answers and in regards that these questions be waived for us in view of of all the above and our clear success in answering all identifying and security questions. XXXX went on to say that he & USAA took our complaint very seriously and we would hear back by the end of the day. I replied that we would be glad to wait until XXXX XXXX before filing a complaint with the CFPB as a last resort for customer advocacy for privacy rights and intrusive questions outside the direction of the Bank Secrecy Act.
At approximately XXXX after NOT receiving the promised call from manager XXXX XXXX an attempt XXXX more time to reach resolution, we talked with XXXX XXXX the MOET group. XXXX reported that unfortunately her manager XXXX had left work for the day and we would not be able to talk to her until the next day XX/XX/XXXX. We voiced our dissatisfaction with this customer service failure and she then connected us to XXXX in the Executive Resolutions Team. XXXX carefully listened as we reviewed all the conversation above and the unanswered questions especially regarding the incongruity with the Bank Secrecy Act Examination Manual. Interestingly, XXXX response was that USAA is very conservative and always complies with federal regulations and that under the Patriot Act we are required to answer these questions regarding net worth, sources of income and other non identifying based questions. Even more surprising, XXXX stated to us, that USAA will be asking every member these same questions.
Assuming that XXXX was correct in this assertion and if found to be true that these questions are at odds with Federal examination rules, it would seem to imply that all USAA members could potentially be considered included in a a class action response.
At the point we asked XXXX if Senior Leadership would be concerned about a 27 year member who feels that privacy is being violated by questions not required by the Patriot Act he replied yes and offered to connect us to the CEO Member Relations Team, which we did. So at the close of the day after multiple attempts to resolve this issue, we spoke with XXXX on this team. XXXX was very courteous and listened carefully promising to forward our concerns to the Member Advocacy Team. Also, surprising to us like XXXX, XXXX basically said that in regards to our filing a complaint with the CFPB or The Financial Crimes Enforcement Network we have to do what we have to do.
CONCLUSION It is obvious, that USAA staff all the way up the chain to the CEOs office know that these questions are being asked and are told that the Patriot Act requires them to do so and that customers must answer them.all this with no staff training on why or how to provide support for this. They also have no responses to the challenge questions we posed from the Bank Secrecy Act /Anti-Laundering Examination Manual provided by the Federal Financial Institutions Examination Council .
We believe to threaten customers of blocked access to personal private accounts is abusive with these intrusive questions. Further, we have demonstrated that for 27 years we have answered all reasonable security and customer identification questions. Therefore it is inconceivable that USAA had any reason to believe that we were not in fact customers.
We would request your help in evaluating if these actions by USAA are indeed in violation of the Federal regulations and that it ultimately implies that all USAA members of have been negatively impacted by this action in terms of right of privacy, and potential identity theft related risks.
As a footnote to this chain of events, as of XXXX XXXX CST Tuesday XX/XX/XXXX, we never have received the follow up call from MOET manager XXXX as communicated by the CEOs office much less the employees in the MOET.
We are grateful for your advocacy and counsel on next steps.
XXXX XXXX & XXXX XXXX
|
| 12/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am a XXXX XXXX veteran and nearly twenty ( 20 ) years loyal member of USAA Federal Savings Bank. After the forcible sale of our home, my teenage daughter and I planned a new beginning ; utilizing my share of the proceeds, {$51000.00} ; I had wire transfer to my USAA checking account on XX/XX/XXXX, XXXX. [ We also had our XXXX XXXX XXXXXXXX Benefit directly deposited to this account as well, for a number of years. In XXXX, XXXX, we had to vacate our home and temporarily moved into a hotel. This is when I discovered more than half our funds were missing or stolen.
For a few months, on and off, before and after the wire transfer to my checking account, I had been experiencing constant problems with my cell phones and home internet. [ missing/stolen sim card ; virus, no or slow wifi nor mobile data, errors, and going unnoticed for a few months, fake apps on my phone replacing real ones like XXXX XXXX XXXX XXXXXXXX XXXX no notifications, phone calls forwarded ; complaints I was not answering my phone ; I replaced my cellphone at least 4 or 5 times, all my settings, undone shortly after I fix errors ] ; I was unaware hackers had remote access to my phones and online financial accounts. Before this crime happened to us, I had very little knowledge new technology, internet, and its abilities and advance features which could be abused to damage lives and financial crimes.
I contacted USAA and still no access to my mobile nor online banking, I did not yet have a visual depiction of the transactions ; and the same night, my hotel room was broken into, and my extra set of vehicle remote key and debit cards from other checking accounts were stolen [ i filed a police report ]. It also was the beginning of two months of harassment, stalking by a group of individuals in various vehicles; breaking into and stealing items and documents from my vehicle ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX and actions we believed by the fraudsters or preparators whole stole our funds; were intimating us into not reporting the crimes. We notified USAA of our fear for our safety, and requested the bank not close our debit card [ the USAA account and debit card was our only access to funds ] until we found a safe haven ; USAA agreed at least three times as we switched hotels at least four times for our security/safety. USAA [ Later the bank used our continued use of the cards during the fraud, as reason to deny many of our claims ] was aware of the ongoing fraud, and that it would continue until the debit cards were closed. We changed debit cards at least four times ; until eventually we relocated from the state of XXXX XXXX XXXX; hoping to live out of the reach of the XXXX XXXX, who followed us everywhere, especially atms, gas stations, department stores, etc.
After finally gaining access to my USAA mobile and online banking, I learned the funds were mostly withdrawn through XXXX XXXX [ over XXXX transactions ] and fraudsters also made over 200 atm/debit withdrawals/purchases as well as false checks for cash over a two ( 2 ) month period. I contacted XXXX XXXX and as requested, XXXX XXXX closed the fraudulent account the hackers had made in my name, and attempted to recoup my funds ; however, after a few refunds, the recipients closed their XXXX XXXX accounts.
USAAs computer system was unable to process the XXXX transactions as XXXX claim/dispute ; it was a daunting process, with many telephonic reporting problems, and the XXXX or more transactions were divided into multiple claims of XXXX transactions per claim. USAA granted us provisional credit in the initial XXXX XXXX claims totaling maybe {$15000.00} of the {$55000.00} stolen funds over the fraud period of XX/XX/XXXX XXXX XXXX. However, when we filed for the remaining XXXX XXXX XXXX transactions USAA fail to process and the atm/debit card purchases and withdrawals as well as hot checks ; the bank took another XXXX months [ initial claims filed in XXXX ] before granting us a provisional credit of {$25000.00} in XXXX, XXXX ; yet USAA restricted our access XXXX these funds for weeks ; freezing the debit card and on/off limited transfers. Meanwhile, the five to nearly six months waiting for the bank to complete and make a decision on our claims/dispute, I was unable to pay creditors ; three months past due auto loan, auto insurance, and the storage facility containing all our personal and household property. For a brief period, of maybe three days, USAA lifted the restrictions on my checking account, and I immediately made 3 ACH payments to these three creditors, and adhering to USAA security representative, I open a physical/local bank, and wired {$10000.00} from my USAA checking account into XXXX XXXX XXXX which was a nightmare, XXXX XXXX particularly accused me of fraud and denied me access to the wire for nearly three months ]. The very same day, USAA rescinded the provisional credit of {$25000.00} ; placing my checking account into a negative balance of over {$11000.00}. USAA also demanded the money I wired to XXXX XXXX [ {$10000.00} ] be returned ; I informed them the other bank was holding the funds. USAA keep the account opened long enough to garnished two months of our XXXX XXXX XXXX benefits directly deposited into the checking account ; did not honored the thee ( 3 ) ACH transactions ; and in XX/XX/XXXX, informed me the bank will no longer do business with us; closing my checking account.
We ran out of money for hotels, my fixed income, XXXX XXXXXXXX check could not cover the current expenses and past due balances ; as a result, the finance company did a write off on my vehicle [ like a repossession [ ; the auto insurance company canceled our auto policy [ one month before the vehicle was involved in a auto collision which totaled the vehicle ] ; and the storage facility auctioned off all our possessions of 34 years of our property from our home ; we lost everything.
I tried for months pleading with USAA to reverse its negative findings of our claims ; the bank insisted that the remaining XXXX XXXX and debit card transactions were not fraudulent ; despite the bank notifying me that in XXXX after USAA grant the {>= $1,000,000} provisional credit into my checking account, a third unknown party was attempting to remotely access my USAA account from XXXX, and we were in XXXX. The security, fraud and identity theft departments, would not accept that the fraudsters were using other cybernet methods to steal our funds, such a skimming, scanning device, mini camera and trackers in my vehicle, which they had accessed unto due to my stolen vehicle keys, and other ways I later learned how they gained access to my debit card information and pin despite changing the debit card four times.They never stop following and stalking us; stealing my sim cards, breaking into our new hotels rooms, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I called XXXX countless times, and made several police reports, and XXXX XXXX offered for USAA to contact them, so XXXX XXXX could speak on our behalf. USAA refused.
At the end, my XXXX XXXX and I lost everything we owned and are now homeless. Even with the {$10000.00}, too late we battled for months to regain from XXXX XXXX ; we, sporadically received at different periods over a six month period of the fraud investigation, still only received approximately half of our lost funds. I fell into a grave XXXX and had to be hospitalized as an inpatient for a few different periods of time; sleeping on the ground ; going house to house living with strangers and when I can afford, staying at cheap hotels ; with no transportation. My daughter is now living with my XXXX XXXX husband ; the separation from my XXXX is unbearable.
The crime devastated our lives ; and directly led to our homelessness, as well as loss of all our personal and household goods. The stolen funds and USAAs unfavorable findings were quite unexpected and triggered debilitating mental agonish, pain and suffering ; as a result, I underwent various periods of inpatient hospitalization and XXXX ; treatment for major XXXX and severe XXXX.
USAA, one of the largest banks in the country, in the care of a XXXX year member of its bank, published and inherited the responsibility of protecting its members from fraud and identity theft. The bank failed to exhaust every measure to stop the fraud from its beginning and refused to accept responsibility for the grave financial loss by refunding the funds stolen from my checking account after the funds were wired into my account. In past times, USAA froze my debit card after its security and fraud prevention program detected suspicious activity on the linked checking account. USAA allowed over 400 fraudulent transactions over a two month period without making an effort to stop this unusual activity ; especially after the large sum of over {$51000.00} was recently deposited into my checking account. The bank could mail a letter or simply freeze the debit card until the bank contacted me to confirm whether these were my transactions. Also, the bank did not fully honor its XXXX XXXX XXXX ; an assurance that its members would not suffer the financial loss due to fraud. If USAA would have promptly detected the fraud within a reasonable amount of time, the damage could have been prevented or lessened.
I contacted USAA countless occasions to appeal their unfavorable decision ; and refund us the remaining provisional credit the bank rescinded in XXXX, XXXX of XXXX ; reimbursement of XXXX benefits stolen in the fraud about {$4000.00}, and the garnished XXXX of {$2000.00} ; a total of approximately {$17000.00}. [ {$16000.00} less than the funds stolen in fraud ].
Much less than the amount I request sue USAA bank for : USAA has caused us lost of our cash funds/non refunded fraud : approximately {$33000.00} ; vehicle : {$26000.00} : property lost in storage : XXXX : past due XXXX XXXX : {$5000.00} and for the pain and suffering/homeless/mental anguish : at least {$50000.00} - {$100000.00}. A total of between {$140000.00} - {$200000.00}.
I appeal USAA claims and disputes findings for the following reasons : Findings Are Not Accurate : [ Multiple Duplicate Claims ; Use of Debit Card After Fraud ; etc. ] Claim is Incomplete : Missing/Unprocessed Transactions/Refunds USAA Agreed to Delay Cancellation of My Debit Card ( s ) Due to Distress After We Spoke and Identified the Fraud USAA Failed to Conduct a Thorough and Unbiased Investigation and Refused to Consider/Ruled Out Other Fraudsters Cybernet Methods Used to Steal My Information ; Access My Online Accounts ; and Hack Into My Cell Phones USAA Banks Security and Fraud Prevention Departments Failed to Do Due Diligence to Promptly Stop the Fraud and Identity Theft and Exhaust Every Measure To Notify Me of the Highly Suspicious Activity of My Checking Account USAA Denied Claims that Were Part of Previous Claims the Bank Resolved in My Favor/Found Fraudulent USAA Failed to Honor The Banks Zero Liability Policy for Members Victimized by Fraud and Unauthorized Use of Their Debit Cards While in XXXX, XXXX, where the crimes occurred , I filed various police reports for Breaking Into our Hotel Rooms [ one report filed in nearby town of XXXX XXXX, XXXX ; stealing our my vehicle keyless remote/and start engine remote ; vehicles following /stalking us everywhere [ two days are so in a new hotel, they hacked into my XXXX and find us ] ; filed for fraud and identity theft [ XXXX Police Department now claim they do not have the report XXXX XXXX and other agencies I sought help in XXXX, made it clear they did not want to be involved especially due to these group of individuals were likely a violent street gang ] ; also filed vandalism/criminal mischief of my vehicle where they stuffed chocolate bars in my vehicles gas tank ; i believe in an effort to prevent us from leaving the state of XXXX, and I made numerous XXXX calls during the two to three months of severe harassment and terrorizing. I recently refiled the police report in XXXX who will assistance XXXX in XXXX, because I do not feel safe returning to XXXX to file in person.
I also filed an identity theft report with Federal Trade Commission ; a complaint with ICE/FBI ; initiated a new investigation with XXXX XXXX ; and filed an appeal with USAA. I also move to different locations to stay safe ; as I informed USAA in XXXX, I believed the stalkers somehow found us in XXXX. With the refunding of our money, we will not find a secure resident far away from these individuals who will do violence to avoid prosecution for their crimes against us.
|
| 01/28/2024 |
Yes |
|
- Trouble during payment process
- Paying off the loan
|
|
Web |
Servicemember |
|
OFFICE OF THE USAA FEDERAL SAVINGS BANK INDENTURE TRUSTEE OFFICER XXXX XXXX XXXX XXXX XXXX XXXX XXXX Certified Mailing # XXXX XXXX XXXX XXXX XXXX To : CFO/CEO USAA FEDERAL SAVINGS BANK.
RE : Wrongful Transfer of Security ( Promissory Note ) ORC 1308.30 UCC 8-315. USAA FEDERAL Savings Bank-agent stamped pay to the order of : on Instrument.
See Picture of File uploaded.
On the Original promissory Note. The original promissory Note was indorsed Pay to the Order of : USAA FEDERAL SAVINGS BANK. In which the note was deposited, and credits of FEDERAL RESERVE NOTES were issued to USAA FEDERAL SAVINGS BANK. This was done in accordance with GAAP. Which must show the deposit as an asset on the books ( ledgering ) Title 12 USC 1813 ( l ) Deposits. Which the consumer/account owner never received the funds or Credits to balance the account.
I mailed a copy of Note and uploaded a picture of the endorsement By USAA FEDERAL SAVINGS BANK agent as proof the note was deposited to USAA FEDERAL SAVINGS bank account in which the borrower never received a receipt for the deposit. Also, I have requested IRS TAX FORM 1099-A and 1099-OID that lists the borrower and Lender on the Original Issue Discount of the debt security Instrument. I never received a copy of the 1099-A or 1099-OID in which is needed to be in compliance and to report to the IRS.
The original Note is the obligation of the United States Treasury Title 18 USC 8 and the note was issued for value and endorsed by borrower for collateral and funding.
UCC 3-104 : An Instrument is a note if it is a promise and is a draft if it is an order. If an Instrument falls within the definition of both note and draft, a person entitled to enforce the instrument may treat it as either.
Also see Federal Reserve Act Section 16 " notes ) Paragraph 1-4. also, under Title 12 USC 412. Application of Notes.
Ohio Revised Code Section 1308.30 | Wrongful transfer of security. UCC 8-315 ( A ) Any person against whom the transfer of a security is wrongful for any reason, including his incapacity, as against anyone except a bona fide purchaser, may : ( 1 ) Reclaim possession of the certificated security wrongfully transferred ; ( 2 ) Obtain possession of any new certificated security representing all or part of the same rights ; ( 3 ) Compel the origination of an instruction to transfer to him or a person designated by him an uncertificated security constituting all or part of the same rights ; or ( 4 ) Have damages. ( B ) If the transfer is wrongful because of an unauthorized indorsement of a certificated security, the owner may also reclaim or obtain possession of the security or a new certificated security even from a bona fide purchaser if the ineffectiveness of the purported indorsement can be asserted against him under the provisions of section 1308.26 of the Revised Code on unauthorized indorsements. ( C ) The right to obtain or reclaim possession of a certificated security or to compel the origination of a transfer instruction may be specifically enforced and the transfer of a certificated or uncertificated security enjoined and a certificated security impounded pending the litigation.
UCC 3-103 definitions of order and Promise : ( 8 ) Order means a written instruction to pay money signed by the person giving the instruction. The instruction may be addressed to any person, including the person giving the instruction, or to one or more persons jointly or in the alternative but not in succession. An authorization to pay is not an order unless the person authorized to pay is also instructed to pay.
( 12 ) Promise means a written undertaking to pay money signed by the person undertaking to pay. An acknowledgement of an obligation by the obligor is not a promise unless the obligor also undertakes to pay the obligation.
UCC 3-311 Accord and satisfaction by use of instrument. ( a ) If a person against whom a claim is asserted proves that ( i ) that person in good faith tendered an instrument to the claimant as full satisfaction of the claim, ( ii ) the amount of the claim was unliquidated or subject to a bona fide dispute, and ( iii ) the claimant obtained payment of the instrument. The obligation is satisfied by the tender of the promissory note and there is discharged UCC 3-603 and 3-604.
Security Interest is the exchange of Collateral Securities by the Security Exchange Commission via Federal Reserve Banks to be deposit with the Secretary of Treasury in trust. The law for the exchange enacted on XX/XX/XXXX : Emergency Banking Act, 73rd Congress, session I, Chapter 1, Title IV Sec. 401.
Sec. 401. The Sixth paragraph of Section 18 of the Federal Reserve Act ( 1913 ) is amended to read as follows : " Upon the deposit with the Treasurer of the United States, ( a ) of any direct obligations of the United States or ( b ) on any notes, drafts, bills of exchange, or bankers ' acceptances acquired under the provisions of the Act, any Federal reserve bank making such deposit in the manner prescribed by the Secretary of the Treasury shall be entitled to receive from the Comptroller of the Currency circulating notes in blank, duly registered and countersigned. When such circulating notes are issued against the security of obligations of the United States, the amount of such circulating notes shall be equal to the face value of the direct obligations of the Unites States so deposited as security ; and, when issued against the security of notes, drafts, bills of exchange and bankers ' acceptances acquired under the provisions of this Act, the amount thereof shall be equal to not more than 90 per cent of the estimated value of such notes, drafts, bills of exchange and bankers ' acceptances so deposited as security. '' Penalties for not filing Redeeming Notes on Demand and Notice : a. Statutes at Large, Volume 13 pages 113, Sec 46 thru 50- fail to redeem circulating notes upon demand notice, & Comptroller of the Currency penalties.
b. 18 USC 1621 Perjury generally To : CEO/CFO Indentured trustee : Second Notice/Non-Response/Dishonor and Default.
I have submitted a 1099-A, 1099-B and 1099-C to the Treasury. As USAA FEDERAL RESERVE BANK has not provided the requested tax forms or provided the accounting, I have issued the forms to the best of my knowledge.
As the Trustee/fiduciary you are to fill out a 1099-OID and transfer the funds to the account of XXXX XXXX XXXX XXXX to balance the accounting and to return all Federal Reserve Notes that have unearned interest applied to the account. As this is an order in accordance with Title 15 U.S. Code 1615 - Prohibition on use of Rule of 78s in connection with mortgage refinancings and other consumer loans.
Title 31 CFR Part 357 Subpart A-General Information. 357.0 Book entry systems ( 1 ). Commercial book-entry system. The commercial book-entry system is the book-entry system in which Treasury securities are held in a tiered system through securities intermediaries such as financial institutions or brokerage firms. A Treasury security is maintained in the commercial book entry system if it is credited by a Federal Reserve Bank to a Participant 's Securities Account. The regulations governing the commercial book-entry system are found at subpart B of this part, and are referred to as Treasury/Reserve Automated Debt Entry System ( TRADES ) a. The promissory note security for borrower/consumer/beneficiary was issued to USAA FEDERAL SAVINGS BANK and USAA FEDERAL SAVINGS BANK allonge the note Pay to the Order negotiated/deposited the Security funds into what account and who did it benefit?
3. Title 31 CFR Part 357.2 Definitions- Adverse claim-Means a claim that a claimant has a property interest in a security and that it is a violation of the rights of the claimant for another person to hold, transfer, or deal with the security.
Book entry security-means a Treasury security maintained as a computer record in the commercial book entry system.
Security- Means bill, NOTE as defined in this section.
4. Office of Inspector General U.S Department of Commerce.
Single Audit reports- A single audit is a financial and compliance audit of recipients of Federal funds, such as States, local governments, universities, and non-profit organizations. A single audit is generally conducted by an independent certified public accountant or State auditor and is intended to assess whether the recipient spends Federal funds properly. The Department is required to assess the quality of recipients ' single audit reports, issue management decisions on single audit recommendations, and ensure that grantees take appropriate and timely corrective actions.
DOC OIG conducts quality control reviews of selected single audit reports that are conducted by non-Federal auditors ( generally, independent certified public accountants ) to determine whether ( 1 ) audits comply with Federal requirements ( such as the Single Audit Act, as amended, and the Uniform Grant Guidance ) and ( 2 ) if there are quality deficiencies in the non-Federal auditors ' work that require correction and/or affect the reliability of audit results. Non-Federal auditors can receive a rating of pass, pass with deficiency ( ies ), or fail.
a. A security audit of the borrowers/consumer account is hereby requested and shall be done in compliance with a CPA of all funds transferred by USAA FEDERAL SAVINGS BANK and XXXX XXXX XXXX XXXX XXXX XXXX XXXX
5. Federal Reserve Operating Circular 10 Appendix 3 : This Circular further defines the conditions for the borrower application, including the packet application requirement and the role of the local federal reserve agent in processing these applications.
a. As this implied covenant of good faith and fair dealing, every contract including promissory notes, obligates the parties to act and refrain from any action that could undermine the borrower which constitutes a breach of duty and malfeasance. In such a scenario, the borrower has the right to call the security, as the issuance of federal reserve notes is a prerequisite for the validity of the promissory note. I call the security to settle and close the accounting book ledger of the borrower.
I shall require the contract that is signed by both parties that I knowingly/un-knowingly granted Power of Attorney to you, to make any transactions in my Rights, Titles and Interests?
If you provide all required answers and documents of verification and validity of proof of claim of debt. To include an autograph under penalty of perjury that you are the holder in due course of the unaltered promissory note. That the promissory note shall be returned to the borrower, or the value of the note return upon the satisfaction of the loan. Upon you accepting this, I will also accept these conditions to settle and close the accounting.
I submit this notice under title 28 USC 1746. Penalty of Perjury for you to rebut this notice as The Consumer Financial Protection Bureau Agents of this public notice is bound to protect and enforce as Public Trustees.
Upon receipt of this correspondence, you have 15 days to satisfy the asking, provide proof of Money loaned, return all promissory Notes and Federal Reserve Notes of Unearned interest, submit 1099-OID to return all Rights, Titles and interest, or cease and desist all further actions, turn over any and all held warehouse Notes belonging to me and forward to me a Satisfaction of Mortgage receipt.
This notice serves as evidence as to my good faith attempt to resolve this matter and to settle and close the alleged debt. As no consideration or lawful Money was loaned to the borrower. As there was no loan to the borrower and the promissory note was issued/deposit which satisfies the agreement and deed of trust that was created under false pretension and without disclosure.
The is your opportunity to cure your dishonor and default of non-response and provide the requested 1099s and an audit of the accounting under 28 USC 1746/UCC 9-210.
If you dishonor my Security instruments again, I will be filing the following forms 3949-A-Information Referral, 14039- Identity Theft Affidavit and 211- Application for award for Original Information.
Authorizing Registered Agent, Done in good faith, without Recourse.
|
| 06/02/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
This was not an easy decision to do this. I have written this complaint several times and not submitted it but from the urging of my family and people who have had work /personal ties with the banking industry I have decided this is the next step to try and protect my family and others from this happening again. You see I have been with USAA since I was XXXX ( XXXX all insurances under them and XXXX all banking under them ) so I thought we had a good relationship until their practices of lately that devastated my entire family which was so unacceptable. We had 3 bank accounts ... first was me and my husband ; 2nd my oldest daughter and her fianc ; 3rd my youngest which I am on because she is single XXXX XXXX XXXX and in case of emergency she needed one of us to have access to her account. My youngest account I do not use unless for her. all this was relayed during all the craziness to USAA. So this all began on XXXX XXXX ' XXXX when my daughter sold 2 formal dresses on a selling App called XXXX to a man and his wife. This man sent her a check from his so called realty/moving company he owns. she had been talking with him and wife via phone, text and email throughout ordeal. He told her he was sending larger amount because an employee of his would be out that way to do a move order and he would get dresses ... he said the overage was amount he owed employee for moving job and picking up dresses for him. She received the check in amount of XXXX he later told her that he needed her to send excess to this employee instead because thus employee needs money to do the job. She became nervous having that kind of money so she asked me to call our bank USAA and verify funds ok. This is where the USAA catastrophe began. On XXXX XXXX, XXXX I called USAA at XXXX XXXX and spoke with a lady about making sure check was ok because usually checks like that are held till go through but this one was not. She stated at least 3 times the check has cleared his bank and can not bounce ... I repeated several times " are you sure '' to which she stated yes it can not bounce. So trusting USAA my daughter went on with withdrawing cash to send money orders. On Friday XXXX XXXX, XXXX my daughter went into her account and noticed that the check had indeed bounced after being told it could n't. This left her negative whole check amount -XXXX she had in there. We immediately called USAA to file scam/fraud complaint with a man representative at XXXX. I again called at XXXX to ask why that lady told us it had cleared and how the bouncing of check was possible ... he stated the check was supposed to be held and that she does n't have authority to say that, other then that he said he does n't know why that happened. We gave him the information. We explained at XXXX XXXX police dept waiting to file crime report. He told us to send in police report case number and USAA will reimburse the money to our daughter within 45 days. I began doing some investigating on own and revealed that this was a crime ring going on from all over USA with this particular legit realty company in XXXX being victimized also ... they had checks stolen and reproduced ... .one man arrested but not giving up others at that point ... so all in all relating to my daughters case it is ongoing between 4 states ( XXXX , XXXX , XXXX, XXXX ) and those police departments. XXXX will not extradite because it only extradites violent criminals not financial but XXXX id looking to extradite anyone involved. There are warrants out in XXXX XXXX if anyone bothers her or comes here and is involved in case. All this info given to USAA via documents sent and over phone as well as sent to yall in this complaint. I sent crime case info to USAA Monday XXXX XXXX via USAA App and received message sent ok. I called on Wednesday XXXX XXXX, XXXX at XXXX XXXX to get update and lady at USAA told me documents were received but no record of any complaint filed. What the? I had to resubmit complaint with her again. I was angry and hurt so I requested copies of tapes ( they say they tape all calls for quality assurance ) from XXXX and XXXX. she put me on hold for minute or so and came back and stated she could not find any record of calls or any tapes. Imagine that,,, this is where all the lying on USAA part continues because apparently they do not tape all calls and do they really believ you and I are stupid enough to believe those specific tapes have magically disappeared. On another thought they may not have records of all my calls but iam sending with this complaint all my phone records to show all the calls I made during this craziness. oops they forgot it is age of technology and lies always will surface. Well wish that was end of it but this was just the surface of USAA unethical, lying, wrongful ways. We continued our lives as usual keeping in contact with USAA getting the run around that it takes up to 45 days yada yada yada. My husband got paid on Thursday XXXX XXXX direct deposit ( our only source income ), We have most monthly biils come directly out and use money for medical needs and food for family. I used my debit couple times during XXXX span without problem. On XXXX XXXX. XXXX me and my husband went to XXXX to get groceries because we were almost out food and our debits declined ... we were confused because husband has high paying job and he just got paid.. so we wrote check which went through. We incurred many returned fees do to this and had to open new account elsewhere and change all direct deposits / bills coming out directly - which was a waste of our time and should have never had to happen. I tried to look at my APP but I was blocked from looking at accounts so I immediately at XXXX XXXX called USAA. I was transferred to fraud department where I was told all our accounts were frozen do to overdraft on daughters account since my name was on both and that they were on " Credit only status '' meaning only money could go in nothing would come out. WE were never given warning that this was to happen so we were unprepared to get bills paid and new account set up - unethical, They did give me access to view my accounts for couple days before that was revoked. We were baffled because we had move from XXXX recently and there any accounts with multiple names can not be touched unless both parties involved in whatever going on. We explained that we had medical needs for XXXX XXXX XXXX and needed food to feed family, we also explained our bills needed to get paid and that is all the money /income we had. That went on deaf ears - they ignored all that and did n't have one ounce of concern/ care. I contacted a local attorney who does n't work in the finance field but has helped us somewhat along the way - he is one reason I 'm doing this complaint. I was in contact with USAA constantly. Many times sent from one person to others or they were having technical difficulties and couldnt help me at that moment. during some of those calls I asked how if on credit only status they could keep excess money and not let me have it for medical needs/food ... I only got that they can - makes no sense. I also several times asked if on credit only status could they take out insurance premium ... after week of asking they took premium back to save face and not give me any more leverage against them.. I also stated several times that they cant keep me from seeing my account because that is my right to know whats happening so they eventually gave me that right back to save face. I called 4 times to request to speak to crimes unit and was told I could n't they would tell unit I wanted to speak to someone and the unit would call within 24-48 hours,,, of course more lies ; as you can tell bu phone records not once did I ever get call from USAA. On fourth request I was told by a lady that there are no records of me calling in ( Hmm records do n't lie like USAA ) but that unit will decide whether to call or not. What the heck you mean to tell me you put my life in the hands of a unit that does n't even have to communicate with me - that is ridiculous and unacceptable!!! Finally after there supposed investigation ( which we know never really occurred because they feel legally protected ) they sent letter stating my daughter was at fault - a XXXX year old who XXXX XXXX XXXX and works part time ; XXXX XXXX ; never any trouble with law or institutions etc- and USAA wants to paint her a criminal ... That is also biggest reason I 'm filing complaint!!! I cant believe a bank has that much authority over police departments to make that assumption when proof states otherwise ... when I asked USAA why decision was made I was told because " crime unit can legally make that decision ''. So essentially we have been victimized twice ... the first came from the criminals victimizing my daughter ... second came USAA victimizing not just her but my whole entire family which is far worse then the criminals themselves. I am so disgusted! first off after speaking with many people I know that own businesses ... they all state that an employer is ultimately accountable for what their employees do on job ... but instead of USAA taking responsibility for their lady telling us check cleared they lied about tapes and our calls. After all the unethical doings and crime stress got to us financially, physically, medically, etc. we decided to pay off debt to USAA so on XXXX XXXX I called USAA again and spoke with XXXX to transfer from our account to daughters and to close both accounts. she transferred money to clear daughters account but stated I would have to call in 24 hours to close. 24 hours later on XXXX XXXX I called and closed both accounts with USAA. On XXXX XXXX, XXXX accounts were closed and off my USAA App. You would think that would be the end of it but nope same ole USAA antics. On XXXX XXXX, XXXX USAA decided on own accord to reopen our account without our permission ( which seems a little illegal ; that seems like identity fraud ) and accept a debit from before all this started. Now if they could turn away all our bills that directly came out and return any debits/checks during craziness then they should have done same with the final debit not take own hands to open a bank account that we closed. Its so sad that USAA would rather be only legal with no sense of ethics ... that they would rather lose lots business then do whats right. Its sad that this had to come to this ... a little work and communication can prevent a lot of bad feelings and loss. Its sad that they do n't stand up to standards they claim to possess. The angry /devastated me had it set up to have 2 police officers escort me in XXXX XXXX at their offices to make them listen to me but the rational good me knows they have n't listened yet and that to would have gone on deaf ears. I need to protect families from this happening to them ... people need to know not to have USAA as only financial institution because they are at serious risk to lose everything ... things are n't always as good as seem on outside/ tv commercials ... An attorney told me that legally USAA is probably safe ( ill check into that here ) but ethically they are disgraceful and so unethical, he stated that sometimes they need to be reminded that just being legal and not ethical can have ramifications to business, I believe that people would much rather do business with a company with ethics/values then just getting by legally - That the devil can hide behind a suit/dress and desk. Someone said to me Karma will always win and they will one day mess with the wrong person but I want to stop these unethical practices before it comes to someone getting hurt, A friend of mine who has ties with a banking commission recommended I go this route first in order to invoke changes in laws and to try to try to make a difference before going to news /media outlets so here I am,
|
| 03/10/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I want to thank you for the opportunity to submit this information as I continue my next steps in regards to my home.. I want to ensure this was reported in case others are going through this. I was not aware of this bureau until two weeks ago. I am a service connected Veteran who purchased a VA home loan through USAA a few years ago.I love USAA. I never had any issues with USAA if I did, they were always helpful in resolving them. Ive been a member since XXXX if I can recall.
XXXX I received a notice from USAA that XXXX XXXX XXXX a subservicer of USAA was transferring the servicing of my mortgage loan to a new subservicer XXXX effective. I never knew XXXX was a subservicer of my loan, I've never received any documentation on XXXX or statements. Once the loan was serviced by XXXX I noticed a lot of changes to include escrow statements and I was not happy with their practices even when I questioned my escrow account statements.
XXXX I had setbacks and I was recovering from a lot of major changes and unexpected circumstances from the prior year and I was working to get things back on track. In the midst of all of this I applied to several jobs and started working, however the income was nothing compared to what I used to make.
XXXX Refusal to accept Mortgage Payments I was behind on my mortgage 60 days as my income was adjusting. I was sent a notice of being behind from XXXX Subservicer of USAA in addition to a statement of late fees recurring. I was advised I had until XX/XX/XXXX to bring my mortgage current. At that time my mortgage was {$1000.00} per month and I was behind two months. I also received additional letters from XXXX Servicer of USAA advising me that my home will be set for foreclosure by XXXX XXXX in XXXX, if I did not bring my account current.
I went online to USAA.com to pay my past due mortgage as I've always done. I was able to login to all of my USAA accounts except my Mortgage account. I called tech support as I thought there was something wrong with my overall login. Tech Support informed me there are no blocks on logging into USAA and I should check with the mortgage company the next day. since were closed since I called in the evening I called XXXX and I was informed that I was not allowed to make any payments online and I was blocked from making payments and my account is set for foreclosure. This is what led me to where I am today unfortunately. I asked the representative how I could bring my account current if I am unable to make a payment online or even over the phone. I was denied. I did not receive any notice stating I would be blocked from making online or over the phone payments. I have made online payments or over the phone payments for years at this time. I even informed them that the notification stated I had until XX/XX/XXXX. I was not allowed to make any payments online, and was completely blocked from my account. I could only view.
I called XXXX XXXX constantly and they also called asking for payments. I always stated how am I supposed to pay? In addition if I have the money to pay, I do not know how to pay if I am being blocked. This back and forth went on for quite some time. I was appalled and very frustrated.
Refusal of requests for Loan Modification A month or so went by and my past due increased in addition to lawyer fees piled up. I still could not make a payment online or wasn't advised where my payments could be sent to. By this time I was at {$6000.00} to include lawyer fees for 3 months. I received a statement packet in the mail. In the statement packet I was sent an Uniformed Borrower Assistance Package. I applied and requested for forbearance or loan modification. The first application I was denied. I contacted my local HUD office since I was unfamiliar with the overall process. I was advised to speak to loss mitigation. HUD spoke on my behalf and I was able to apply to get a loan modification as at that time I had a roommate and I am foreign to these documents or process and I did not know I could include them in the initial application. The Veterans Administration was also involved throughout.
I applied numerous times for a loan modification and was constantly denied. The denial reason was always the same. I appealed every time except the last application.Each time even in less than 30 days my credit was pulled. After the denial I had no other choice but to file bankruptcy to save my home.
Forbearance Plan, Affordable Modification, & Standard Modification all denied each time due to their response below.
Due to excessive obligations, we are unable to offer you a modification plan because we are unable to create an affordable payment without changing the terms of your loan beyond the requirements of the program I could not understand why I constantly kept getting denied. I know I was able to afford a loan modification. In addition I informed XXXX that I was going to be receiving extra income soon with one of the jobs I applied for in XXXX. I was still denied all except the options to sell my home which I do not want to do or go into foreclosure.
The Veteran Administration intervened and assisted tremendously. I can not thank them enough. I was in a situation I never wanted to be in, but life happened for me. I have plenty of emails and conversations with the Veteran Administration, myself and XXXX aka XXXX XXXX. I did not know XXXX was XXXX XXXX until the emails back and forth from the member specialist and the Veteran Administration listed as XXXX XXXX.
Bankruptcy & Deductions of Reinstatement Amount I filed Bankruptcy I never wanted to file bankruptcy but XXXX did not give me any choice.. In less than 30 days of filing bankruptcy, I paid a total of {$3000.00} to include the first mortgage payment after filing bankruptcy, filing fee and bankruptcy payment. The total lawyer fee was {$5000.00} which was paid in 90 days. My bankruptcy payments were high, almost {$2000.00} each month in addition to my regular bills. I could not understand how I was able to file bankruptcy and not receive an affordable loan modification from XXXX subservicer of USAA.. During this time I received a statement that my mortgage payment increased from {$960.00} to {$960.00}.
ESCROW TAXES & INSURANCE ACCOUNT In filing bankruptcy the lawyer questioned the total amount that was past due at filing per XXXX The amount past due per XXXX was {$3300.00} less than my last statement from XXXX prior to filing bankruptcy. The lawyer asked me where the payment come from and did I pay that? I advised I did not know.
Did XXXX used my escrow to pay off part of my reinstatement balance prior to filing bankruptcy?. XXXX also Falsified documents and stated prior to filing the total amount was {$19000.00} which is incorrect. This is also listed on the notice of default to courts which is incorrect.
My recent Escrow & Interests Statement received XX/XX/XXXX indicates my current mortgage is {$1000.00} which is incorrect. I did not receive any statement that my payment changed from {$960.00} to {$1000.00} My home insurance is not paid through my mortgage payment. I pay this monthly on my own. Where is this insurance money going to?
XXXX Improper allocation of mortgage payments during bankruptcy to purposely attempt to foreclose and put me in default.
I received my first informational statement after making my first mortgage payment during bankruptcy as the next month was due in a few weeks. I called XXXX subservicer of USAA and quickly questioned why my current mortgage payments were listed as unapplied and partial payments. XXXX Subservicer of USAA advised me that all of my current payments that will be made will be going to my past due payments, not current mortgage. I argued that this was incorrect as I pay the trustee my past due payments during my bankruptcy. Any payments that I make directly should be going to my current mortgage so I will not be in default. I requested a corrected statement that states applied.. I never received a corrected statement.
I contacted my attorney to advise and sent them the information of my first payment. I informed I will not pay twice to past due, as this would cause me to be in default and in more debt. I will not pay until it is corrected and statement indicating my payments made directly will go to current not past due which is in bankruptcy. XXXX subservicer of USAA filed a notice of default and wanted to foreclose on my home as I suspected they would. My lawyers intervened and both parties agreed that I would pay on top of my current mortgage during bankruptcy an additional amount each month following the next month for the past due. This still was not resolved. This was becoming expensive at the fault of XXXX and I was consistently getting in more debt. I paid my first payment again and the statement was still not corrected. It still listed unapplied and partial. I made my second payment which was split as the additional funds for me came later in the month to pay the additional agreed amount. I paid for two months after the agreement with one late fee.
I met with an attorney to go over my income so far during bankruptcy. .My income increased for about 4 weeks from one of my income sources and I also lost income as my car needed repairs.
I informed my lawyer and expected this information to be relayed to the trustee ; it was not, the lawyer only reported increases from one source of income, which was not permanent, not overall income changes.. Due to XXXX falsely filing a default letter I did not get an opportunity to go over my changed income in court.
Bankruptcy was becoming expensive. I spoke with one of the attorneys who advised me to let my case be dismissed and start over with this new information. I argued that it would be another {$5000.00} for me to pay when they could resolve this now and report the correct information to the Trustee and judge and lower my bankruptcy payments.
In order to assist me further, they wanted more money. I refused. My Bankruptcy case was dismissed. They asked me to retain them again, I refused.
In less than a year Ive paid a total of {$11000.00} to bankruptcy and lawyer fees alone not including my other bills to live. All of this could have gone to my mortgage, but XXXX constantly denied my loan modification and refused to approve my loan modification and correct the total amount due and refused to apply my payments made to my mortgage. This is causing hardship and prejudice to constantly continue to go through this no matter what I do just to manufacture reasons to foreclose on my home. These are deliberately unfair practices. This is also preventing me from getting other opportunities in reference to mortgage assistance which is harmful to my stability.
XXXX Misleading, Falsifying information, payments court documents, and deceptive practices to attempt to foreclose on my home.
During bankruptcy XXXX Subservicer filed a notice of default indicating I did not make my first payment after the agreement between XXXX and my attorney. I sent my attorney at the time my bank statements of my payments to prove that I paid as XXXX reported that I did not pay which I did.
XXXX argued that they will not accept partial payments. Two months later I received a letter from XXXX indicating that funds I paid to my mortgage account prior are in an unapplied account and that I need to pay a total past due of {$24000.00} to reinstate my loan by the 35th day from the notice or my house will go to foreclosure There is a next payment due date of XXXX on this noticed which is completely incorrect. This also includes almost {$7000.00} in fees. This is deceptive practices by choosing to once again not accept my payments even in bankruptcy and allocate my funds to another account to list me in default.
|
| 10/09/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I am a victim of a cyber employment scam. On Wednesday XX/XX/XXXX at XXXX, XXXX XXXX from XXXX XXXX contacted me by text message regarding a job position that is available for a customer service representative role. The text message stated they saw my resume on XXXX and I have made it to the next step for the job opening. I was given the information of the hiring manager to contact through XXXX XXXX to discuss the job position they have available for me to occupy. The verification code during the interview is XXXX. The hiring managers name is XXXX XXXX and the XXXX XXXX XXXX XXXX. I responded to the text message stating I am interested and will contact XXXX XXXX for the interview.
I contacted XXXX XXXX on XXXX XXXX that same day to inquire about this job opportunity. I stated I received the text message from the recruiter XXXX XXXX about the position and would like to know more about it. XXXX responded with talking about the XXXX XXXX company and send me a link to view the website. She discussed the salary for this customer service representative position and the training, which was set up in 2 phases. Phase 1 of training is centered on tasks/assignments, which will need to be completed intermittently. Phase 2 of training is getting acquainted with the software and hardware. XXXX stated the company would handle all of the working materials/software for this job. I was instructed to be on XXXX XXXX and XXXX every weekday from XXXX to XXXX for tasks/assignments on a day-to day basis. XXXX advised me to add my training supervisor XXXX XXXX on XXXX on XX/XX/XXXX as the next step for training information. His XXXX information is ( XXXX XXXX XXXX ). I was instructed to send an email with my full name, state, city, zip code and email address to XXXX.
On Thursday XX/XX/XXXX, I logged on XXXX per the instructions I was given by XXXX XXXX to communicate with Mr. XXXX. Mr. XXXX stated that the XXXX XXXX Company was going to send me check through XXXX for the purchase of the equipment. He also emailed me employment forms to complete since I became a new employee for XXXX XXXX Company. I filled out the employment forms and emailed to the XXXX email. I was also instructed to send a copy of my drivers license to this email. After completing these tasks, Mr. XXXX stated I needed to log back on tomorrow morning at XXXX to discuss the tracking of the check that is being mailed to me by XXXX XXXX
On Friday XX/XX/XXXX, Mr. XXXX gave me the XXXX tracking number for the check and told me to update him once I receive it. He stated the amount was {$5000.00} and I would need to deposit it to my bank account for my working materials to work from home. At XXXX, Mr. XXXX stated there was an issue with XXXX and stated he will send me the check by email. He also instructed me to print and deposit this check using my bank mobile app.
On Saturday XX/XX/XXXX, Mr. XXXX sent me instructions on how to deposit the check into my bank account and to take a screenshot of the deposit for confirmation. I deposited the check and sent the screenshot of the check. After this confirmation, I was instructed by him to send the sum of {$4700.00} to the vendor for the purchase of the materials to receive it by Wednesday. The remaining {$150.00} of this check was my sign on bonus. Mr. XXXX stated he would instruct me on how to make a payment to the company recommended vendor for the specific equipment. He then asked me if I have XXXX and I responded yes. He instructed me to send {$1000.00} via XXXX to the vendor XXXX XXXX with the XXXX email : XXXX and send a screen shot. The payment did not go through on XXXX and was told to make a XXXX payment of {$1000.00} to XXXX XXXX with the XXXX email : XXXX XXXX-1 . This payment went through to this vendor. The next payment I was instructed to do was through XXXX XXXX of {$1000.00} to the phone number # XXXX and send a screen shot once completed. I do not have XXXX XXXX set up and Mr. XXXX stated I should send it to XXXX for {$1000.00} payment to XXXX XXXX XXXX email : XXXX XXXX This payment went through and was told to send another payment of {$1000.00} via XXXX to XXXX XXXX with the XXXX email : @ XXXX XXXX The payment went through and was instructed to make another payment of {$750.00} via XXXX to XXXX XXXX again. The payment went through and Mr. XXXX stated to log back on Sunday XXXX at XXXX for the jobs next step.
On Sunday XX/XX/XXXX, Mr. XXXX stated the management has been notified by the vendor that the payment wasnt enough for the purchase of all the working materials because the regular materials are out of stock and would be supplying the special customized materials. These customized materials would help ease the speed of my duties and I would need XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Mr. XXXX stated he contacted the accounting department to issue another check to cover the cost of the materials and will receive the check by XX/XX/XXXX. I received a secondary {$5000.00} check and after depositing it I was instructed to send {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX. He stated to send a screenshot for confirmation once it went through successfully. I experienced an issue using the XXXX XXXX and he stated to send the {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX XXXX and send a screenshot for confirmation. I experienced an issue sending the payment and he asked me to use XXXX. I was instructed to send a payment of {$1000.00} via XXXX to XXXX XXXX via XXXX email : XXXX. This payment went through and was instructed to send another {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX. I was experiencing some issues with XXXX and was not able to send this payment to XXXX XXXX. Mr. XXXX asked me if I have XXXX and I said yes. He then instructed me to send {$500.00} payment to XXXX XXXX via XXXX tag XXXX XXXX XXXX and send a screenshot for confirmation.
After this was completed, he asked if I can deposit {$2000.00} on XXXX and let him know once I completed this task. The transfer failed and I informed him I was not able to complete the transfer. He stated that the vendor wants me to withdraw cash of {$3500.00} at my bank and I replied I would not be able to do that because my bank has limits on withdrawals. He stated to send a {$1000.00} payment via XXXX to # XXXX and send a screenshot for confirmation. The payment went through and he instructed me to send a {$1500.00} payment to the same phone number but my bank declined the payment. I asked if I could order the equipment with the check the company sent me and he replied the vendor needs to install the important software. He instructed me to try the {$1500.00} payment through XXXX XXXX and payment did not go through. He then instructed me to try sending {$1000.00} to # XXXX through XXXX. The recipients name for this payment is XXXX XXXX and the payment was successful. After this payment, he instructed me to make another payment to XXXX XXXX for {$1500.00} using XXXX. The payment did not go through and he stated to try with XXXX but I received an error message for this payment. He stated to try sending the payment of {$1500.00} through XXXX. I sent the payment but the payment was refunded. At XXXX Mr. XXXX stated I will send the remaining amount on Monday XX/XX/XXXX and to log on at XXXX for more information.
On Monday XX/XX/XXXX, Mr. XXXX instructed me to deposit the last check he sent to my email. He instructed me to send XXXX {$1000.00} to # XXXX but the payment did not go through. He informed me to try depositing {$1500.00} on XXXX but when I tried it did not work for me. After this he instructed me to send {$1000.00} to XXXX XXXX via XXXX to her XXXX email XXXX XXXX I was not able to complete this payment and he stated I needed to send a wire transfer for {$6500.00} to XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX. I sent the wire transfer using my USAA mobile bank app. After I completed the wire transfer, he stated to inform him once I received the confirmation that it has been sent. I ordered lunch at XXXX XXXX and used my debit card to pay but the payment did not go through. I called USAA to inquire about the decline of my lunch order and once I spoke with a representative I was told my checking account has been locked due to the deposit of fraudulent checks. The representative also stated that the bank no longer wants to do business with me because of the fraudulent checks and can not answer or assist me with anything else. The representative stated I was terminated and will no longer be able to use their services. I became really stressed after talking with USAA and decided to call Mr. XXXX regarding my bank account. I called him at XXXX and he declined my call. I messaged him to give me a call once he receives this message. He replied by saying he was in a meeting. I asked how long is his meeting and he stated 1-2 hours. I called him at XXXX because I was stressed with the call with my bank account being locked because of his instructions with the checks from the company and he did not answer. He called me at XXXX and I informed him my bank account was locked because of his instructions with depositing the checks. I asked him if the checks were fake and he stated no they are not and he will call the accounting department to fix this issue with my bank. I messaged him if he had any updates regarding my bank account situation and he replied the company payment are working on it. I asked how long would it take to resolve and he replied it will be very soon and he will inform me once it is done. He also stated it would be resolved before late Tuesday afternoon. I messaged him at XXXX stating I am on the phone with my bank and no one from XXXX XXXX has called regarding my locked bank account. I told him this needs to be fixed immediately because I have no access to the funds I share with my husband in this account.
On Tuesday XX/XX/XXXX, I messaged Mr. XXXX at XXXX and at XXXX to call me once he receives my message. I asked him at XXXX if he had any updates and he replied sure it would be resolved today. I replied asking what did USAA tell him about my bank account and he stated the accounting department is working on it. That was the last message I received from this scammer aka Mr. XXXX. I have been living in a nightmare after dealing this employment scam. My mental health has been affected greatly and I cant afford to pay for the basic necessities. I also submitted my resignation letter at my current job and asked if I can rescind my resignation but was declined. I am a victim of this scam and cant sleep or eat. My husband and I have called USAA numerous times informing them that I am a victim of an employment scam. USAA stated that I now have a debt of around XXXX XXXX {$12000.00} due to the fraudulent activity for the checking account. I need help with this matter. I should not be held liable for this debt USAA stated I need to pay in 41 days. I have filed a police report and FBI written complaint regarding this employment scam that I am a victim of. I contacted the Maryland Attorney Generals office and filed a report. I filed a report with the Identity Theft Unit as well. In addition, I placed a freeze on my credit because I am afraid the scammer can make several purchases under my identity. Please help me with this case because I am a victim of this cyber employment scam that has put a tremendous hardship to my life.
|
| 10/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Delay in processing application
|
|
Web |
Servicemember |
|
I XXXX XXXX XXXX, Federally Protected Consumer under TITLE 15 UNITED STATES CODE, Natural Person, Original Creditor am submitting this complaint myself and there is no third party involved. On the morning of XX/XX/2021 @ XXXX called USAA Financial Bank in which they have had an account with me for almost a decade. I spoke to a representative named XXXX EMPLID : XXXX and told him I was the administrator of said account and I need a Visa signature credit card and I got read disclosures for it. XXXX proceeded to tell me he needs my permission to pull a credit report from the three ( 3 ) Credit Bureaus. I told him he does not have permission to get inaccurate information about me and my character from entities who are dead in the eyes of the law.
As per The Equal Credit Opportunity Act, I am the Credit/Creditor 15 U.S.Code 1691a, I began to read the law as per The Fair Credit Reporting act of 1974, 15 U. S Code 1681 ( a ) ( 3 ). It is my grave responsibility to deny an unfair and deceptive report that will clearly bare illegal, false and inaccurate information. I let him know I will give an accurate report and XXXX proceeded to tell me that is not policy, it has to be from the three ( 3 ) bureaus. I taught him the law and asked was my call not legitimate for this institution who is in business because of me. I asked to be transferred to someone competent in their job who can fulfill my request which is what the bank is obligated to do. I assign the tasks and the bank is the obligor delegated to perform whatever duties to the trust.
I was then transferred to XXXX from the Executive Resolution Team, EMPL ID : XXXX. This supervisor put me through the same scenario I just got transferred from. He, like XXXX would not hear of Consumer Financial Protection and violated all of my protected rights as the Consumer by discrimination, 15 U.S. Code 1691 ( a ) ( 3 ). By the preponderance of evidence presented to the representative for reasonable procedures to assure compliance 15 U.S. Code 1681m ( c ), nothing was done to rectify their negligence because they do not care for the law or how their negligent inaction severely debilitates everyday life for the PROTECTED CONSUMER.
As per The Emergency Banking Act of1933, this law was passed on XXXX XXXX which states it allowed the twelve federal reserve banks to issue additional currency on good assets, so the banks that reopened would be able to meet every legitimate call. In Supervisor XXXX own words, these supposed laws have no standing on the institutions policies and will get researched by their research team that will contact me in 3-4 business days. I wanted to know who his superior was and he was extremely unhelpful and only gave me a name which is XXXX the manager.
When covid-19 happened, I never got a chance to start working. I soon became pregnant and have not worked and decided I will open an open-end consumer credit plan to help with personal, family and household purposes. My children need clothes, food, a roof over their heads and this bank keeps denying me my own credit. This has caused irreparable damage to my life and the lives of my children. Banks can not loan credit because they are not allowed to have credit UPDATE : as of XXXX XXXX, i recieved an email that their reseaerchers were researching the laws and what happened when i called. i have not gotten any other correspondence since then.
REFERENCES : 15 U.S. Code 1602- Definitions and rules of construction : ( b ) Bureau- The term Bureau means the Bureau of Consumer Financial Protection .
( e ) The term person means a natural person or an organization.
( f ) The term credit means the right granted by a creditor to a debtor to defer payment of debt or to incur debt and defer its payment.
( g ) The term creditor refers only to a person who both ( 1 ) regularly extends, whether in connection with loans, sales of propery or services, or otherwise, consumer credit which is payable by agreement in more than four installments or for which payment of a finance charge is or may be required, and ( 2 ) is the person to whom the debt arising from the consumer credit transaction is initially payable on the face of the evidence of indebtedness or, if there is no such evidence of indebtedness, by agreement. Notwithstanding the preceding sentence, in the case of an open-end credit plan involving a credit card, the card issuer and any person who honors the credit card and offers a discount which is a finance charge are creditors.
( h ) The term credit sale refers to any sale in which the seller is a creditor. The term includes any contract in the form of a bailment or lease if the bailee or lessee contracts to pay as compensation for use a sum substantially equivalent to or in excess of the aggregate value of the property and services involved and it is agreed that the bailee or lessee will become, or for no other or a nominal consideration has the option to become, the owner of the property upon full compliance with his obligations under the contract.
( i ) The adjective consumer, used with reference to a credit transaction, characterizes the transaction as one in which the party to whom credit is offered or extended is a natural person, and the money, property, or services which are the subject of the transaction are primarily for personal, family, or household purposes.
( j ) The terms open end credit plan and open end consumer credit plan mean a plan under which the creditor reasonably contemplates repeated transactions, which prescribes the terms of such transactions, and which provides for a finance charge which may be computed from time to time on the outstanding unpaid balance. A credit plan or open end consumer credit plan which is an open end credit plan or open end consumer credit plan within the meaning of the preceding sentence is an open end credit plan or open end consumer credit plan even if credit information is verified from time to time.
( l ) The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit.
( m ) The term accepted credit card means any credit card which the cardholder has requested and received or has signed or has used, or authorized another to use, for the purpose of obtaining money, property, labor, or services on credit.
( n ) The term cardholder means any person to whom a credit card is issued or any person who has agreed with the card issuer to pay obligations arising from the issuance of a credit card to another person.
( o ) The term card issuer means any person who issues a credit card, or the agent of such person with respect to such card.
( q ) The term discount as used in section 1666f of this title means a reduction made from the regular price. The term discount as used in section 1666f of this title shall not mean a surcharge.
15 U.S Code 1681 : Congressional Findings and statement of purpose ( a ) ACCURACY AND FAIRNESS OF CREDIT REPORTING ( 1 ) The banking system is dependent on fair and accurate credit reporting. Inaccurate credit reports directly impar the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system.
( 4 ) There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality and a respect for the consumers right to privacy.
( b ) Reasonable procedures It is the purpose of this subchapter to require that consumer reporting agencies adopt reasonable procedures for meeting the needs of commerce for consumer credit, personnel, insurance, and other information in a manner which is fair and equitable to the consumer, with regard to the confidentiality, accuracy, relevancy, and proper utilization of such information in accordance with the requirements of this subchapter. 15 U.S. Code 1681a : ( d ) Consumer R
eport.
( 1 ) In general- The term consumer report means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumers credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumers eligibility for.
( A ) credit or insurance to be used primarily for personal, family, or household purposes ; ( B ) employment purposes ; or ( C ) any other purpose authorized under section 1681b of this title.
( F ) A Consumer Reporting Agency. The term consumer reporting agency means any person who, for monetary fees, dues, or on a cooperative nonprofit basis, regularly engages in whole or in part in the practice of assembling or evaluating consumer credit information or other information on consumers for the purpose of furnishing consumer reports to third parties, and who uses any means or facility of interstate commerce for the purpose of preparing or furnishing consumer reports. Credit Score.
( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report Does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; ( ii ) communication of that information among persons related by common ownership or affiliated by corporate control ; or 15 U.S. Code 1681b : ( a ) In General- subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 1 ) Court Order, a subpoena issued in connection with proceedings before a federal grand jury in accordance with section 5318 of title 31 or section 3486 of title 18 ( 2 ) In accordance with written instruction from the consumer to whom it relates.
15 U.S. Code 1681d - Disclosure of investigative consumer reports ( 4 ) Certain adverse information A consumer reporting agency shall not prepare or furnish an investigative consumer report on a consumer that contains information that is adverse to the interest of the consumer and that is obtained through a personal interview with a neighbor, friend, or associate of the consumer or with another person with whom the consumer is acquainted or who has knowledge of such item of information, unless ( A ) the agency has followed reasonable procedures to obtain confirmation of the information, from an additional source that has independent and direct knowledge of the information ; or ( B ) the person interviewed is the best possible source of the information.
The Consumer Financial Protection Bureau has full authority to regulate according to DODD-FRANK WALL STREET REFORM & CONSUMER PROTECTION ACT of 2010 subtitle B [ 12 U.S. Code 5511 ] 15 U.S. Code 1681s : ADMINISTRATIVE ENFORCEMENT ( b ) ( 1 ) - Enforcement by another agency- Consumer Financial Protection Bureau ( A ) section 8 of the Federal Deposit Insurance Act ( 12 U.S. Code 1818 ) by the appropriate federal banking agency as defined in section 3 ( q ) of the F.D.I.A ( 12 U.S. Code 1813 ( q ) with respect to any national bank or state savings association , and any federal branch or federal agency of a foreign bank.
|
| 11/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
This is a complaint about {$2000.00} that went missing from my USAA bank account on XX/XX/XXXX. USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, claims that they sent the {$2000.00} to the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX claimed that the transaction was declined. I am now out {$2000.00}. I have asked both USAA an XXXX for documentation related to the transaction. I still do not have any documentation from anyone, only self-supporting affirmations.
All times and dates are XXXX XXXX XXXX. This statement is based on text messages, screen shots, phone logs, messages/letters receive through the USAA website or USAA app XXXX my recollection of telephone conversations, and my hand written notes. It is my understanding that USAA would have audio recordings and written notes of phone conversations. XXXX would likely have security camera footage.
On the morning of XX/XX/XXXX I made a series of calls to USAA to arrange for a temporary transaction limit increase for my debit card so that I would be able to get about {$5000.00} that I needed for a large cash purchase. I went to several banks and ATM machines around XXXX Alaska that day in an effort to get the cash.
At approximately XXXX XXXX that afternoon, I went to a teller at the XXXX XXXX XXXX XXXX XXXX ( XXXX ) at XXXX XXXX XXXX, XXXX XXXX, XXXX, to make a cash advance from my USAA checking account, using my USAA debit card. I am not a customer of XXXX. The teller walked away and came back a few minutes later and said " The transaction was declined ''. I asked her " Who declined the transaction? She replied " USAA ''. At XXXX XXXX, I called USAA from inside XXXX, to find out why the transaction had been declined. This call lasted for 14 minutes. ( See Exhibit A screenshot ).
While I was on the phone with USAA, I got the following text message from USAA : " {$2000.00} came from your account ending XXXX. Details : XXXX XXXX BRANCH. Go to usaa.com/account. Reply HELP for help ''. ( See Exhibit B screenshot ). I went back to the teller to tell her that USAA had informed me that the transaction had gone through. The teller checked again but said that it had NOT gone through. I asked the teller if she could provide me with some sort of documentation that the transaction had been declined. She refused. I asked her if I could have her name. She refused and walked away. At this point I had been at that bank for about 18 minutes. During this time I had attracted quite a bit of attention from the other employees at the bank. Unable to make any progress with either USAA or the people at XXXX, and not wanting to have the police called on me I left XXXX. Once I was back in my vehicle I called USAA again at XXXX XXXX. This call lasted for 19 minutes. ( See Exhibit A screenshot ). I asked to dispute the transaction.
A message was sent to me through the USAA website informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited into my account. The dispute case number was XXXX. ( See Exhibit C Dispute Letter ). The {$2000.00} debit and {$2000.00} temporary credit also appeared on my USAA Bank Account XXXX. ( See Exhibit D Bank Account Summary USAA PDF ).
The next day, XX/XX/XXXX, my phone log shows that I made XXXX calls to USAA. XXXX was at XXXX pm for 20 minutes. ( See Exhibit E screenshot ). The second was at XXXX XXXX for 11 minutes. The third was at XXXX XXXX for 15 minutes. ( See Exhibit F screenshot ). I do not have an exact record of what was discussed uring each of these calls, or who I spoke to, but it was around this time frame that I spoke to someone who affirmed that " The transaction had gone through ''. I think his name was XXXX. He said to " Wait 10 business days to see the status ''. I think he also said that the investigation might take as long as 30 days, but it might have been another representative who had told me that.
On XX/XX/XXXX, my phone log showed that I made two calls to USAA. One was at XXXX XXXX for 32 minutes. The other call was at XXXX XXXX and lasted for 1 hour 2 minutes. ( See Exhibit G screenshot ). I do not have a record of what was discussed or who I spoke to. I include this information so that any records of these calls can be retrieved if needed for further action.
On XX/XX/XXXX, I called USAA at XXXX XXXX. The call lasted 40 minutes. ( See Exhibit H screenshot ) .One of the people that I spoke to was XXXX. She said that " The transaction wasn't declined. It is pending ''. I explained to her that since I wasn't a member of XXXX it would make no sense for USAA to send the money to the bank at a later date. She asked me if I wanted to dispute the transaction. Her response highlights one of the major problems that I have continually faced while trying to resolve this, and other, issues with USAA. There is no way to get ahold of anyone with prior knowledge of the issues. The entire issue must be explained all over from the beginning every time I call to speak to someone. The explanations given are often contradicted by statements made by other representatives.
On XX/XX/XXXX. USAA sent me a message through their website. It read : Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX. ( See Exhibit I USAA Document PDF, page 3 ). The letter goes on to list the " Transaction date '' as XX/XX/XXXX. This was the day after I had attempted the transfer and the day after I had gotten the text notifying me that the {$2000.00} had left my account. The difference in time zones between Alaska and Texas would not explain this discrepancy. This was also not listed as a posting date. There may be some valid reason why USAA listed the transaction as taking place on the 4th, but I think it is more likely that the investigation was conducted in shoddy fashion or that USAA is attempting to obscure a more serious issue with their bookkeeping.
On XX/XX/XXXX at XXXX XXXX, I called USAA. The call lasted 25 minutes. ( See Exhibit J screenshot ). I spoke to someone named XXXX? Since USAA continued to affirm that they had sent the money and didnt seem to be making any effort to help me track down the whereabouts of the {$2000.00}, my only other recourse was to try and get documentation from XXXX XXXX support their assertion that they had not received it. I asked XXXX for advice about who I could take this issue up with further. She was either unwilling or unable to offer any advice.
On XX/XX/XXXX at XXXX am, I called the XXXX police. I ended up speaking with XXXX XXXX and explained the situation to him. I emailed him the information contained in Exhibits B, D, and I. XXXX XXXX called me later to let me know that he had gone to XXXX to look into it. ( Exhibit K screenshot ). The person who was the most qualified to recover the information was not available, but XXXX XXXX shared the information that I had provided with the operations manager who told XXXX XXXX that " No {$2000.00} transaction took place ''.
I still have no written documentation of any kind from XXXX regarding this matter. I am not a customer of XXXX and I am in no position to compel them to provide me any. I left a message on XXXX XXXX voicemail but he has not gotten back to me. I suppose he has more important things to do than straightening out an issue that USAA or XXXX should be resolving.
On XX/XX/XXXX at XXXX pm, I called USAA again and spoke to XXXX in an attempt to get any documentation that USAA might have that would help me in my efforts, or XXXX XXXX XXXX. ( Exhibit L screenshot ). I explained to the representative that I did not know exactly what I should ask for but I specifically asked for anything like transaction numbers that would allow someone to trace the transaction. He said that the documentation would be sent.
On XX/XX/XXXX, six pages of documentation that USAA claims to have used to conduct their investigation into the transaction, were sent to me as a PDF. ( See Exhibit M Documentation PDF ).
XXXX. Is a cover sheet titled UPDATE ON YOUR DEBIT CARD DISPUTE.
XXXX. Is blank.
XXXX. Is a letter dated XX/XX/XXXX, that reads : We received your request for the documentation used to decision ( sic ) the transaction dispute. As requested, weve attached a copy of the documentation. The only information provided on this page was the name of the bank, the erroneous transaction date of XX/XX/XXXX, and the transaction amount of {$2000.00}.
XXXX. Is a copy of the message previously sent to me on XX/XX/XXXX, ( Exhibit C above ), informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited.
XXXX. Is a copy of the letter that had previously been sent to me on XX/XX/XXXX with the erroneous transaction date of XX/XX/XXXX, ( Exhibit I above ). Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX.
XXXX. Is a duplicate copy of page 3 above.
There was no new information in any of the six pages. There was certainly nothing that could have possibly been used by USAA to conduct a through and reasonable investigation to determine if the money had ever actually been sent to XXXX as was claimed in Exhibit I. There was no information that I could have used to further XXXX XXXX investigation. There was no information that I could have provided to XXXX or the CFPB. If XXXX has simply relied on the above documents to decision ( sic ) the transaction dispute, as is claimed on page XXXX, it calls into question USAAs ability to safely handle its customers bank accounts.
On XX/XX/XXXX USAA debited my account for the missing {$2000.00}. ( Exhibit N screenshot ).
This missing {$2000.00} is no small matter to me. I have run into financial difficulty lately and have had to take a premature distribution from my IRA to make ends meet. Any amount taken from my IRA, including this {$2000.00}, is subject to taxes, a 10 % IRS penalty, and loss of future interest.
I have spent a great deal of time trying to resolve this matter, including assembling everything for this complaint. This entire episode has left me with the realization that USAA may have been mismanaging my various accounts over the last 30 years. I have no practical means at this point of determining to what extent these errors have been taking place. This unsettling realization has affected my sleep over the last month and I have recently developed a nervous disorder and have been experiencing cognitive issues as a result. I am now getting medical care for these issues and have been offered several prescription medications. I hope that this issue can be resolved in a timely manner before I suffer any more damages or need to expend any more of my time doing the job that these banks are supposed to be doing.
|
| 12/30/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I deposited a check in my account from a car dealership in XXXX XXXX, I live in XXXX, for {$8400.00} roughly. Immediately I received roughly 25 % of my deposit up front and then I waited nearly 3 weeks to receive the remaining 75 % of my check and upon receiving it after those three weeks myself as USAA 's customer of over XXXX years assumed at that point The check has been validated and cleared. Well 120 days later, a third of a year, USAA received word from XXXX XXXX XXXX Bank that they would not be funding the check. That's great between them I could care less because my responsibility as far as taking care of my end, following the rules and waiting the allotted time and beyond which in itself was a violation of banking regulation, once the banks decided to work outside of the MANDATORY BANKING REGULATION TIME FRAMES AND TIMELINES, My issue then fell directly on both banks and not with the check writer. To this day I can not get an answer as to why that check was not fulfilled nor do I care why it was or it was not because we're beyond that time frame where I have to care. You can't just call someone up a year later and tell them you're not going to fund a check. so what's the difference in calling somebody up 4 months later what's acceptable for the bank? I can tell you what's acceptable. It's what's written in banking regulation which all Banks will adhere by and follow to the T and anything outside of what is written in plain English for anybody to see is a clear and reprehensible violation which will not be tolerated and will be handled within a court of law which will provide monetary compensation for damages which I have incurred at this point many times over. Banking regulation states that the depository bank shall receive notice from the paying bank if it will or will not honor the check within TWO business days. There is a section for exceptions that states if there is going to be any sort of extension that the depository bank ( USAA ) MUST PROVIDE a NOTICE TO THE CUSTOMER explaining the reason for the hold. That NEVER occurred. That's a VIOLATION because banking regulation CC is quoted word for word MUST PROVIDE. not should provide or might provide but MUST PROVIDE. defined legally the word must means something that is necessary. You find legally the word provide means ( of a law or contract ) to state that something must happen or be done. The word must is just as important as the word provide because that means you will give me the reason why there's any sort of extended timeline I'm going to have to wait for you to validate this check and that can only be done if you suspect there is something wrong with the check. Examples would be if it were possibly a fake check, or for whatever reason you did not think it would go through. Only at that point are you legally, per banking regulation CC, allowed to then provide me with your findings as to why there will be an extended waiting period which will be provided if it is assumed that it will take any longer than two complete business days to find out from the paying bank if they will honor the check or not. These are not my rules these are the rules written that you MUST operate in and with. At the same time also written in banking regulation CC, you as a bank whether it be paying or depository also knows that there is a specific time frame which you operate in to know or say if a check is good or not and you know very well that 4 months later is not an acceptable answer. As written in regulation CC their banking regulation, it states that the paying bank shall get with the depository Bank within a reasonable time to which it then goes on to define a reasonable time as two business days. At nowhere at no point anywhere within banking regulation does it allow for any bank to go outside of those mandatory timelines that are written with the words must and will. So not only do I have an issue with XXXX XXXX XXXX Bank the paying bank but I also have one with USAA my bank that I had for XXXX years until today. Not only did they just allow XXXX XXXX XXXX Bank to break regulation knowingly but they themselves broke regulation in doing such by not providing the necessary notifications to myself that are a 100 % REQUIREMENT. in fact I received no prior notice and just had my account sitting at negative {$8400.00} and to my utmost shock and surprise, as I tried to log online to my account today as I had set up a zoom meeting with XXXX XXXX XXXX Bank to try to sort this out and right the wrongs that were done by both banks and get them monetarily where they should have been to begin with and where they were to begin with before deciding to go well outside of their legal ability to just deduct {$8400.00} from my account. I have been so stressed out over the past month trying to figure out what to do who to contact and I have probably called both banks over a dozen times sometimes getting very nice people that do their best to help me and other times running into a wall and them taking it personally as if I'm trying to steal {$8400.00} from them and put it into my account which is worth from the truth because it's exactly what happened to me. I've had to worry about if I'm going to have to file bankruptcy after XXXX years of building up what I've been able to build up and during half of that time of my entire life being spent with USAA just to try to open my account and without warning be told my account was closed just because it was sitting at that negative for XXXX weeks. Mind you I had nothing to do with that I've done nothing wrong All I did was wake up and check my account and in fact it is USAA that is done something wrong and violated rules and regulations as well as XXXX XXXX XXXX Bank but yet it is me the one who is suffering the damages not only of the stress trying to get them to correct all of this and even speaking with a lawyer located at XXXX XXXX XXXX XXXX, but I haven't even paid a single one of my many bills to include my rent because my account has been sitting at negative {$8400.00} because of clear violations that neither bank after speaking to them so many times wants to claim. Each has pointed the finger at each other and I've had it. I'm the one suffering the damages not the banks. I'm the one that's accruing all these negatives on my credit report right now due to me not being able to pay for absolutely anything in my life. I can't even afford my car or an XXXX to even get to work, food, nothing not a single dollar because I have no access to any money and I haven't now for a month And I'm being told by USAA that they have no access to my old account they can not log into my old account as I have been deleted without warning without any kind of notification after XXXX years due to something completely out of my reach or doing. My check that will be coming in this month that should be arriving today, I will not be able to receive now for XXXX knows how long because I don't even know where it needs to go at this point since my bank account is closed pushing back the dates that I have already called and given to all the other creditors once again just to add on to my stress as creditors are only going to believe so much and I don't blame them. I can't even explain to them what's happening here because when you do it literally sounds impossible. There's no way both banks did that but the truth of the matter is both banks did do this and both banks are pointing the finger at each other and I have decided they can do that as long as they want but now that USAA has decided to unbelievably, rudely, shockingly, without warning or a shred of loyalty with no notice after XXXX years decide to just close my account due to them assisting XXXX XXXX XXXX Bank in breaking the law and regulation which in turn meant they as well broke the law and regulation by not adhering to steps that are put into place specifically to avoid things like this, I will be 100 % pursuing monetary compensation above and beyond the {$8400.00} check that was illegally taken from my account. I will be speaking with my XXXX lawyers on XXXX XXXX XXXX XXXX on the next business day they are available to speak to provide them with this update of my account now being closed after all the trench work I have put in thus far to try to zero out the balance USAA and XXXX XXXX XXXX Bank has illegally blessed me with. I've been trying to help you out this entire time and get money back where it should have been which is in my account and instead I get slapped in the face after all the nights of no sleep stressing because not a single bill had been paid to include my rent This is what I get in return from USAA after XXXX years. Everyone says USAA has gone down the tubes except they use spicier language that I can not within this complaint form. They're right I wanted to leave USAA now for years I just couldn't see giving up the XXXX years but USAA has made that decision for me and all I can say is I'm no longer with USAA so be prepared to defend yourself in court for the maximum allotted damages, court costs and lawyer fees that I will be seeking. It's real simple The question is going to be did you violate regulation or did you not violate regulation. I don't think I need to write it out again as to what that answer is. Once I have taken USAA to court and won I will proceed to do the same with XXXX XXXX XXXX Bank and at the end of the day I will be suing both banks as both are at fault and neither is willing to help me as I did everything humanly possible to this point to try to correct the bank 's mistakes. I will now be treating USAA just like any other bum on the street and will be matching their energy instead of continuing to be loyal, generating them thousands upon thousands of dollars well trusting them as I was XXXX XXXX for years, now after doing all that for USAA and them doing no more then simply providing me with mediocre at best service, long lines, atrocious ATMs, an inconvenient single location and overpriced insurance I will now be returning that XXXX XXXX and Will be pressing them at every chance I possibly can get legally and justifiably and I'm only saying this because I'm a man of my word and at this point would be doing it out of principal regardless after being treated in such a manner as I was today as my account was closed for no reason. No reason or no doing of my own that is. Nor was I given any heads up or warning I was given nothing. I had to call in to find out when I couldn't log in. FYI this is only my first complaint of many that I will be generating to create my paper trail and show I have done my due diligence to prove that USAA and XXXX XXXX XXXX Bank is at fault and in violation of banking regulation CC which they are REQUIRED TO ADHERE BY WORD FOR WORD.
|
| 12/26/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
To : USAA Federal Savings Bank XXXX XXXX CEO Respondent RE : CONDITIONAL ACCEPTANCE FOR VALUE FOR PROOF OF CLAIM UPON CORPORATIONS CONTRACT, FOR DETERMINATION OF MEETING OF THE MINDS, FRAUD ON THE CONTRACT, AND/OR AN UNCONSCIONABLE CONTRACT AND/OR AGREEMENT FOR COMMERCIAL DISCHARGE Dear Mr. XXXX XXXX, I have tendered Payment to you by Promissory Notes. You have accepted my payment and have not yet have discharged the debt. I have sent you numerous letters and notice of default/dishonor on your part. I have submitted Complaints to The Consumer Financial Protection Bureau. To include XXXX, XXXX, XXXX. You have refused to answer my questions and provide information on my Original Wet Ink Promissory Mortgage note. As the creator of the negotiable instrument which you sold and did not offset the account. I have provided you several tenders of payment and all the laws that provide me the remedy to discharge the debt. You have not provided the contract with your signature or a bank officer 's signature. A contract must have value and consideration to be a valid contract. You have not shown me that you loan me anything. Answer the these questions and provide a affidavit of truth with your bond ( legal full name signature ) that you or USAA FEDERAL SAVINGS BANK loan me something of value.
I am in receipt of the presentment sent by USAA FEDERAL SAVINGS BANK and I conditionally accept for value ( honor ) your statement for XXXX, dated XX/XX/XXXX.
It has come to my attention that, as applied to the above matter, there may not have been a true, qualified meeting of the minds- that there may be fraud or misrepresentation on the contract, and/or the contract itself may be an unconscionable contract, or other controversies may exist within this contract/transaction.
As I want to resolve this matter as soon as possible, I am initiating this private, administrative remedy to determine such matters, and I agree to continue making payments predicated upon your proof of claim.
The necessary Proofs of Claim are set out below, to wit : 1. PROOF OF CLAIM that Respondent gave FULL DISCLOSURE to all matters dealing with said contract as to the U.S. bankruptcy, form of payment, what was loaned, etc.
2. PROOF OF CLAIM that the agent in sending the undersigned DEMAND FOR PAYMENT OF DEBT letter via US Mail does not constitute a mailing of a fraudulent claim and/or committing mail fraud ( Title 13, Sect. 1331 USC ).
3. PROOF OF CLAIM that Respondent as an artificial entity/creature, created under the laws of the State of OHIO and doing business in the State of OHIO, by and through its officers, board of directors, employees, and agents are not bound to support Article I, X, of the U.S. Constitution that, as a state-created entity, reads, No State shall make any Thing but gold and silver Coin as Legal Tender in Payment of Debts, and that any such thing as gold and silver coin exists as legal tender in payment of debts.
4. PROOF OF CLAIM that of the value ( substance ) demanded in the DEMAND FOR PAYMENT OF DEBT is in the nature of Valuable Consideration called money and is in compliance with Title 31 UNITED STATES CODE 371 and 12 UNITED STATES CODE 152.
5. PROOF OF CLAIM that Respondent inquired or knew that the undersigned had, or has access to, lawful money of account to pay the contract debt ( s ) at law without becoming a tort feasor.
6. PROOF OF CLAIM that the undersigned had/has access to money that constitutes LAWFUL ( sufficient ) CONSIDERATION.
7. PROOF OF CLAIM that the use of a ( Federal Reserve ) Note, or instruments certifying conveyance of Federal Reserve Notes, is not only a promise to pay. See Fidelity Savings v. Grimes, 131 P2d 894.
8. PROOF OF CLAIM that Legal Tender ( federal reserve ) Notes, or instruments certifying conveyance of Federal Reserve Notes, are good and lawful money of the United States. See Rains v. State, 226 S.W. 189.
9. PROOF OF CLAIM that Federal Reserve Notes, or instruments certifying conveyance of Federal Reserve Notes, are not valueless. See IRS Codes Section 1.1001-1 ( 4657 ) C.C.H. ( Note : Federal Reserve Bank says Federal Reserve Notes have no value. ) 10. PROOF OF CLAIM that ( federal Reserve ) Notes, or instruments certifying conveyance of Federal Reserve Notes, do operate as payment in the absence of an agreement that they shall constitute payment. See Blackshear Mfg. Co. v. Harrell, 12 S.E. 2d 766.
11. PROOF OF CLAIM that the undersigned had a meeting of the mind ( s ) with Respondent pursuant to the contract/agreement in respect to full disclosure and that said contract contained or contains no elements of fraud by Respondent.
12. PROOF OF CLAIM that Respondent did not make their contract/agreement beyond the scope of its corporate powers, and the contract is not unlawful and void. ( see for reference McCormick v. Market Natl. Bank, 165 US 538 ) 13. PROOF OF CLAIM that the Negotiable Instrument Law was not designed to cover commercial paper which IS the currency. La. Stat. Ann. R.S., 71 et. seq. LSA-C.C., Art. 2139 ( refer to the Affidavit of XXXX XXXX ) 14. PROOF OF CLAIM that Respondent did not loan their credit and that the undersigned IS ONLY OBLIGATED to pay back in something other than like kind, i.e., debt instruments.
15. PROOF OF CLAIM that the U.S. bankruptcy did not impair the obligations and considerations of contracts through the Joint Resolution to Suspend the Gold Standard and Abrogate the Gold Clause of XX/XX/XXXX as it may operate within the State of OHIO.
16. PROOF OF CLAIM that the State of OHIO did not adopt, in some capacity, the Uniform Commercial Code and that all transactions included but not limited to courts are governed under the UCC and/or the Negotiable Instrument Law as designed to cover commercial paper which IS currency. La. Stat. Ann. R.S., 71 et. seq. LSA-C.C., Art. 2139.
17. PROOF OF CLAIM that under the Negotiable Instrument Law, commercial Paper not limited to Bills of Exchange are not money ( currency ) in respect to the National Emergency and the Uniform Commercial Code and are not to be accepted to discharge debt.
18. PROOF OF CLAIM that the undersigned can not accept for value any public or private presentment, invoice, Bill, etc. for fine, fee, tax, debt, or judgment and discharge the same with a Bill of exchange or other commercial paper as necessary to carry on commerce.
19. PROOF OF CLAIM that Respondent, by and through its employees, knew or did not know that this transaction was beyond the scope of its Charter and that Respondent did not intend to bind the undersigned to an unconscionable contract.
20. PROOF OF CLAIM that Respondent, by and through its employees and agents, did not commit fraud on the contract in respect to the account/contract referenced above in any capacity.
21. PROOF OF CLAIM that your DEMAND FOR PAYMENT OF DEBT letter does not, therefore, constitute an attempt by Respondent at unjust enrichment.
22. PROOF OF CLAIM that the commercial instrument or Bill of Exchange tendered was not refused and returned within three days pursuant to Nygaard v. Continental Resources , Inc. ( 598 N.W. 2d 851 ( 1991 ), 39 U.C.C. 2d 851 ) The court held that, under 2-511 ( 2 ), tender of payment is sufficient when it is made by means current in the ordinary course of business, unless the seller demands payment in legal tender. Here, XXXX spoke to XXXX several times after receipt of the sight draft and never requested payment in legal tender. Payment to extend the lease was due by XX/XX/XXXX, and the rejection of the sight draft did not occur until XX/XX/XXXX. XXXX rejection was, thus, untimely and tender of sight draft was sufficient to extend the lease.
23. PROOF OF CLAIM that the undersigned, as the authorized representative of the Debtor, does not have the standing or capacity to accept for value the offer/contract/presentment and discharge the same via Bill of Exchange or other appropriate commercial paper for discharge via the remedy provided by Congress, XXXX XXXX of XX/XX/XXXX and Public Law 73-10.
General acquiescence or non-response by Respondent to provide the above Proofs of Claim will constitute agreement and formal acceptance. Respondent will have, by your non-response, to state a claim upon which relief can be granted. Otherwise, it shall operate as general acquiescence relative to this presentment. Respondent will have admitted there is no valid Claim of Action arising via contract and/or compelling the undersigned into an unconscionable contract and that there was no meeting of the minds in respect to the alleged contract.
You will have formally accepted each and every fact herein as they operate in favor of the undersigned due to your silence, and estoppel is in effect.
You admit to your non-response to bring forth Proof of Claim in support of a clean hands doctrine, full disclosure, good faith dealing pursuant to the FAIR DEBT COLLECTIONS PRACTICES ACT as it may apply to your presentment in regards to this alleged transaction/contract as referenced above.
Therein, presumption will be taken in regards to your refusal, failure, default, and dishonor, admission, and confession of injury and damage and failure to state a claim by you, Respondent. This Conditional Acceptance becomes the security agreement under commercial law, or in the alternative, you agree and stipulate that the undersigned can only discharge the demand payment letter/Bill/presentment/etc. with a Bill of Exchange or other commercial paper and that Respondent will accept said instrument as tendered to discharge the debt under necessity.
Or if the previous instrument ( Bill of Exchange ) was tendered and not accepted, you agree that the matter/account/debt is discharged as an operation of law in tender of payment and/or bankruptcy.
Due to the time-sensitive nature of this private matter, under necessity, you are to respond with Proof of Claim within ten ( 10 ) days, plus three ( 3 ) days grace granted by return service by certified priority return mail to the undersigneds address and to the Third Partys address below.
Should you fail or refuse by non-response to provide Proof of Claim within the time frame specified in this private matter, general acquiescence and acceptance will be taken on your part as formally exercised ( performed ) pursuant to your silence.
This agreement shall have the effect of an instrument under seal.
|
| 05/29/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX RE : Events that transpired between XX/XX/XXXX - XX/XX/XXXX.
I, XXXX XXXX XXXX was seeking employment, I had my resume out on several different online employment sites. I was contacted via XXXX for a job position, on XX/XX/XXXX by a man claiming to be a XXXX XXXX XXXX. He stated that he was a Sales Representative for medical supply company here in XXXX XXXX, called XXXX. He was hiring for a XXXX XXXX position. I checked out the information of the gentleman who contacted me and he appeared to be local and worked for a legitimate company in town. He sent me his email and requested that I send him my full resume, I did the evening of the XX/XX/XXXX. He contacted me back the next day, via email stating after completing a background check that I was qualified for the job and offered me the position, listing a job description of my duties. He stated, I would be receiving a weekly pay check of {$400.00} for 3-7 hours a week and would start the XX/XX/XXXX, I accepted the position.
He sent me a message stating that he ( XXXX XXXX ) would be issuing me a check to cover my first weeks pay and extra funds to cover, office supplies, printer and software licensing that I would need for the job. The check would be in the amount of {$3400.00}. He contacted me when the check had been issued and sent me the tracking information for the check. Tracking # XXXX and told me to contact him when I received it. Once I had received the check, he then instructed me via text to deposit the check into my personal account and send him conformation once I did and a copy of the deposit slip. After sending him a copy of the slip, he messaged me and asked me to withdraw the funds from my account minus my paycheck, to get the supplies.
Once I withdrew the funds, he instructed me then to take the money to a XXXX XXXX XXXX and deposit the funds into an account and sent me a name, account and routing number. The account was for a XXXX XXXX XXXX, Account # XXXX, Routing # XXXX. The bank he instructed me to go to was a XXXX XXXX. We do not have a XXXX XXXX branch in XXXX. I informed him of this, he then instructed me to overnight the money to this XXXX XXXX XXXX via XXXX, this made me very uncomfortable, I was holding a lot of money that wasn't mine, I was a bit confused as I was told it was to purchase supplies. I followed his instructions and overnight the funds to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX via XXXX. Tracking # XXXX {>= $1,000,000} The Shipping was {$60.00}, I sent him a copy of the receipt and tracking information as requested.
He contacted me via text the next day, instructing me to send the reminder {$350.00} to XXXX XXXX XXXX, that she needed more money to get the rest of the office supplies ''. This was a red flag for me, I told him no, that he had told me those funds where for the agreed paycheck, I had already transferred the money to make my rent payment and had already spent {$60.00} for the shipping of the funds. He told me not to worry that he would be sending me another check, and wanted to know what I was afraid of. I told him that it was not that I was afraid, this statement made me very uncomfortable I told him it was not that I was afraid it was simply that I couldnt, I had already transferred the money to help make my rent payment as the money was for the first paycheck as agreed upon. He then told me he would send another check, I asked him why he was sending it to me and not directly to XXXX XXXX. He didnt respond to my inquiries. Later I told him I was not comfortable with this process and asked if we could speak on the phone to discuss, he did not respond to this request. I then proceeded to text him I did not want to be apart of this process and was not comfortable with his request, this was on Friday, XX/XX/XXXX, no Response.
XXXX XXXX messaged me on Monday morning letting me know that another check was on its way. I was surprised, and thought it must be the {$350.00} to send to XXXX XXXX, I told him again that I was not comfortable with what he was requesting of me, as this was not part of the job description that we had agreed upon and that I had been hired for. I told him that I didnt not want to be apart of whatever it was he was dong, I felt he was doing something wrong. During that time the next check came and it was another for the {$3400.00}, I was shocked, I told him I didnt want to participate. He told me to hold on while he called me from another phone line. I have recording software on my computer, when he called I put it on speaker phone and hit record. He is a man with a thick XXXX accent, and clearly was not XXXX XXXX from XXXX, XXXX as he claimed. I called him out on this fact and insisted that he was XXXX XXXX XXXX, and that he was from XXXX even though he could not pronounce it correctly. I told him I did not want to be involved. He at this point became very upset and started making threats and stating that I had his money. I told him that I was going to go to the police at this time, he became very threatening stating that he knows where I live, and that I didnt know who I was messing with and that he would come after me and would XXXX XXXX '' - At this point I was extremely shaken and in a bit of shock, not knowing what in the world I had just been involved with. He has all my personal information and physical address. In a state of panic and fear, I deposited the check, made the withdraw and sent the money immediately as requested I was extremely shaken up and very scared at this point, I live alone withy XXXX year old so, and was Terrified that I had somehow put our lives in jeopardy, simply what I had thought to be a part time job. I sent the XXXX XXXX a copy of the shipping receipt with the tracking # XXXX and told him not to contact me again. I did receiver a few more messages and another text from another number claiming again to be XXXX XXXX but I ignored them. I packed a bag, contacted close friends of mine and told them what happened and stayed the night at their house, I was very scared at this point. I do have a full recording of this phone conversation.
The next day I went to the police department to file a police report. I also called the XXXX XXXX where the checks had been issued from ; XXXX XXXX Revolving Loan FB Deposit Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and spoke to a XXXX XXXX as his name was in an email I had received from XXXX XXXX in regard to the tracking information on the check. I wanted to let him know what was going on, when he got on the phone he seemed quite irritated that I was calling and dismissive with me, he was not interested in what I had to say. Which lead me to believe that he was somehow was in on this scam. The checks where mailed from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Tracking # XXXX I was able to make contact with the REAL XXXX XXXX XXXX that does live here in XXXX, XXXX who is a Sales Representative for XXXX. I was able to make contact with him at work, phone # ( XXXX ) XXXX. He informed me that a few weeks prior to this event that his XXXX account had been hacked and has since been locked out permanently from his account. He was unaware that his identity had actually been used for any purposes, and stated that he would also contact the police in regards. His cell number ( XXXX ) XXXX I filed a police report # XXXX, in XXXX, XXXX, XXXX County on XX/XX/XXXX.
I went to the local XXXX States Attorney general office, XX/XX/XXXX they informed me that I need to make a report online or mail in a complaint. I have filed the complaint with the Attorney General 's Office.
I have filed a report with the local XXXX, XXXX FBI office.
I contacted the fraud department of my banking institution, USAA, on XX/XX/XXXX to notify them of the event.
USAA is currently holding me liable for the funds and placed a charged on my account which has resulted in a deficit of my personal funds in the amount of - $ XXXX.I also had a little over {$1500.00} in the account of my personal money that is now gone. I have had my monthly bills be returned and am incurring several return fees due to this and now late charges. I am currently locked out of my USAA account and from accessing any of my personal information in regard to my account. I have called to get it unlocked and they are refusing me access. I was told a supervisor from the Fraud Department would be contacting me that as of XX/XX/XXXX has not yet happened. This is a great frustration as I have other accounts with USAA including my savings, auto insurance, rental insurance and 2 credit cards.
I have banked with USAA for 23 years, I have a clean banking record, I have never had an issue with USAA until now. I am quite shocked as to this situation is being handled by them, I was scammed and am now being held liable by my bank claiming tone a zero liability company. This event has put me in a state of complete financial ruin, I am now looking at losing my home and credit and etc. on top of the distress of the event and having threats now made upon my life. I have tried calling several times. I am truly at a loss as what to do, and how to get any updates and information in regards to the status.
I was informed as of XX/XX/XXXX, by XXXX XXXX of USAA that my funds wouldnt be reinstated to my account that is now in deficit {$6300.00}. I would not be allowed access to my other banking, saving, credit card and insurance information until I bring my balance back up, which is simply not possible at this point. This event has putt me in financial ruin and hardship. Which will leave me now no choice but to file bankruptcy or seek legal action, unless this decision is overturned, the total loss is now {$8700.00}, the {$6900.00} that I was hit from the scam and {$1800.00} of my own personal funds that are now gone.
I have a file to upload that has the affidavit of my sworn statement, all the email correspondence and text messages copies of texts and etc. Also have a full audio recording of the phone conversation by the individual who scammed me with and made the personal threat to " Kill Me '' but this document exceeds your upload capacity. I have mailed copies of this to your address via certified mail.
Thank you for your attention to this matter, XXXX XXXX XXXX
|
| 11/23/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/2018, XXXX and XXXX XXXX car was broken into at XXXX. It was parked in the driveway which has floodlights illuminating it. A debit card and a credit card were in the vehicle. No PIN was in the wallet that was taken with the cards. The home security camera captured the act. It looks like it was a teenager who broke in.
The theft was discovered at about XXXX the next day. Upon discovering the theft, the stolen card was cancelled online. XXXX XXXX ( joint accountholder ), whose card was stolen was told by USAA to wait until all the charges were processed to file a claim and only the transfers showing on XX/XX/XXXX, were noted by XXXX.
This theft itself was immediately reported to the XXXX Police Department and to USAA. {$700.00} in charges were placed on the debit card at several local XXXX overnight.
USAA called approximately a week later to allow all the charges to process and asked questions of XXXX on a 5-minute phone call. They asked if the PIN was written on the card or was it in the wallet and asked, if needed could a police report be provided? The investigator was told the PIN was not present and a police report was made and would be sent when made available by the police, but the investigator said, Im just making sure if I need it that you can provide it. She asked if the car was parked in the driveway or out front and asked, how do you even know it was stolen? That is when she was advised of the home security system and we offered video.
While we understand the presence of the PIN would have made transactions easier for the thief, that fact can not be used in determining liability under Reg E, Commentary 6 ( b ) 2. Regardless, the PIN was not there but this was a key ( 33 % of the factors ) in the decision to deny the claim, thereby increasing liability to the consumer, ironically because it was not present. Had it been written on the card USAA could not have used no failed PIN attempts as a reason to deny the claim, so this security measure is used against the consumer. See bullet 2 below.
XXXX video shows a teenager, possibly the same from our home camera, with who could be his mom, using the card. These videos, stills, and the police report were provided USAA even though they were not requested by them. The USAA investigators we spoke with when we called them seemed oblivious to the fact that we had sent them electronically. We do not believe these were reviewed. ( More on that below. ) USAA paid the claim provisionally but later rescinded that credit and denied the claim. Upon receiving written notification that the credit would be rescinded XXXX called USAA and discussed the facts of the case. He understood the investigator to say they would try to recall the provisional credit debit and extend the investigation, but that did not happen. USAA proceeded on its course.
On a 3-way call between USAA, XXXX XXXX ( XXXX XXXX, who is on the account ) had the claim elevated for a higher review. USAA did not reopen the claim according to them but reviewed it at the highest level, they said. On another 3-way call we ascertained from the investigator/reviewer why the claim was denied. It seems they use a checklist reminiscent of OCC Advisory Letter 2001-9 ( now rescinded ) and noted three factors in this denial : 1. The card has a history of use at XXXX.
2. There were no failed PIN attempts.
3. There were no attempts to use the card after it was reported stolen.
Had USAA asked questions of us during this investigation these points may have been discussed and better understood, but as noted USAAs conversation with us were sparse and short. They did not appear interested in these facts : 1 - XXXX is the worlds largest retailer, and XXXX works for XXXX. It would be expected to see the card used by thieves there due to its size and practices of customer satisfaction. That also explains the pattern of usage, although XXXX does not regularly shop at one of the stores the thieves used.
2 - PIN requirements vary by store as some are diligent about requiring a PIN while others are not. This is based on discussions with a few store managers. No one we spoke with knew who set this policy or if it rotated or was based on chargebacks/losses, the card, etc. XXXX said his XXXX store rarely requires a PIN, although his store was not one in question. An employee of the XXXX XXXX store where thefts did happen said sometimes PINs are required on a {$4.00} purchase but not on a {$100.00} purchase. It is required sporadically and the criteria is unknown as to when it is required.
3 The thieves depleted all available funds on their last transaction. There was no more money available and they may have been aware of this or simply knew they have a limited time period to use a stolen card and may have moved on.
The primary objective of the Electronic Fund Transfer Act and Reg E is the protection of individual consumers engaging in electronic fund transfers. Section 909 ( b ) of the EFTA establishes that the burden of proof is on the financial institution to show that the transaction was authorized. We maintain Reg E requires the bank to prove the consumer completed the transaction, authorized it or benefited from it. The degree of proof is not stated, but we feel USAA has not reached any reasonable burden of proof.
An " unauthorized EFT '' clearly includes instances when the access devise was obtained by fraud or robbery. From the commentary : " Access device obtained through robbery or fraud. An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. '' An access device clearly includes a debit card. From the commentary : " The term access device includes debit cards, personal identification numbers ( PINs ), telephone transfer and telephone bill payment codes, and other means that may be used by a consumer to initiate an electronic fund transfer ( EFT ) to or from a consumer account. '' An " unauthorized EFT '' is clearly included in the definition of an " error '' that must be investigated under 1005.11 : " ( a ) Definition of error. ( 1 ) Types of transfers or inquiries covered. The term error means : ( i ) An unauthorized electronic fund transfer '' 1005.11 ( c ) requires an " error '' to be corrected within one business day after determining that an error occurred : " The institution shall correct the error within one business day after determining that an error occurred. '' The only thing in Regulation E that is not clear is how the bank is to conduct their investigation and make a determination. That said, the camera evidence seems to provide 100 % proof that this is an " error, '' because it is an " unauthorized EFT '' because the access devise was obtained through " robbery or fraud. '' Reg E extends protections to the consumer. USAA must comply with the Reg E requirements when any oral or written notice of error from the consumer : Is received no later than 60 days after the periodic statement is sent or provides the passbook documentation on which the alleged error is first reflected ; Enables the bank to identify the consumer 's name and account number ; and Indicates why the consumer believes an error exists and includes to the extent possible the type, date, and amount of the error.
Certainly we went above and beyond this providing video, still images and a police report. USAA may have surmised that we were attempting to defraud them with a false claim. {$700.00} is not worth the risk of being charged with a criminal penalty for filing a false police report. XXXX has banked and had various financial services there for approximately 8 years and XXXX 42 years. There should be no mis-trust in this relationship.
As is our right under Reg E we requested copies of the information used in our investigation on XXXX XXXX. On our last call with USAA they assured us we would have it electronically by XXXX XXXX. As of today, XXXX XXXX this has not been delivered. Ten business days should be adequate time for such a delivery as no creation of documents was required. We have no idea if they included our submissions in their investigation.
On both calls in which XXXX XXXX was included, USAA was made aware of the EFTA and Reg E requirements by him. They seemed uninterested. On the last call XXXX asked to speak to a higher level person as this investigation was not, in his opinion, compliant with the intent or requirements of Reg E. We were told no, this was as high as we could go. We asked to be transferred to the Compliance Department and were again told no. ( XXXX has been in banking and compliance for 38 years and intended to speak with someone more knowledgeable about Reg E. ) The investigator was advised we would officially complain to the OCC and the Bureau.
We believe such a recipe for claims determinations will have damaged many other consumers and, in that USAA serves the military in great numbers, it has not met the spirit and intent of the Servicemembers Civil Relief Act if they have defrauded servicemembers by taking away their rights under the SCRA and EFTA and created financial hardships for them. We also believe USAAs procedure violates Unfair, Deceptive Acts and Practices rules.
Related to the denied claim is a snowball effect that causes financial hardships for consumers. In this case XXXX and XXXX house payment was returned as nonsufficient funds. We immediately covered that. Then the mortgage lender, after already receiving the XXXX XXXX payment, auto-charged the account a week later and said " oops, you are prepaid we can send you a check in two weeks. '' This second debit was also covered by us but caused additional overdraft fees. The mortgage lender said they would not refund the overdraft fees and a claim would have to be made to USAA for those. This is the holiday season and it is not a time many can afford to make multiple house payments and cover overdraft fees so we placed another EFT claim for the unauthorized house payment. For a young family of four living paycheck to paycheck this could be devastating and while it started with the theft, USAA made it worse disregarding Reg E and consumer protection laws and regulations.
It is worth mentioning that the credit card which had fraudulent charges had those charges immediately reversed.
|
| 07/14/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I intend for this to be extremely direct and to help highlight some of the important details which I have experienced thus far -- since the theft of my personal property/identity on Friday, XXXX. Some of these details are where are I believe USAA has improperly handled my case/account. Please keep in mind that all of the phone calls with USAA are recorded and on file somewhere -- because I believe these greatly help my case.
Friday, XXXX, my phone and wallet were stolen and used fraudulently.
Saturday, XXXX, upon notice of stolen property and original misuse of ATM Debit card, I immediately called USAA from my roommates cellular phone -- ( XXXX ) XXXX. I was shocked to see unauthorized ATM transactions listed on my account with the use of my stolen property. I was also responding to an automated USAA Alert about Suspicious Activity on my account. During this phone call I was in shock and panic about the events leading up to, during, and after the theft of property/funds, and continued theft of funds. A USAA representative was able to immediately put in an order for new USAA debit and USAA credit cards. The representative also informed me that my account would be sent to Fraud Claims -- and that my accounts would be frozen & locked for investigation into the recent suspicious activity. My accounts were NOT frozen as I was told. I deliberately asked the representative if I needed to provide any additional information, and deliberately asked if it was in my best interest to file a police report, in the interest of recovering the stolen funds. I was specifically told : NO -- it would NOT be necessary to file a police report because USAA does all of their fraud claims in-house, and do not work with the police during their investigation.
Sunday, XXXX, & Monday, XXXX, & Tuesday, XXXX, I continually call USAA in order to check on the status of my account. Keep in mind this is a vigorous process without owning a cellular phone at these points in time -- and you will also see that none of these calls were from my registered phone number, since my phone was stolen. I attempted to check the status of my account multiple times, and to continue to try to keep up with the investigation process so that I could be as aware and as helpful to USAA as possible. I even at one point, told a representative that I was worried about USAA e-mails outlining a volatile DROP / INCREASE / DROP / ETC pattern on my account ( s ). The representative ASSURED me that this was normal as part of the process for a fraud investigation -- I believe he/she told me that USAA will deliver portions in chunks, and then withdraw them back if needed, and to disregard any activity on my account during the fraud investigation In fact, the volatile activity on my account was actually continuing fraud on my NON-frozen account. The criminals were using my cell phone to deposit fake checks and to make electronic payments directly from my checking account before the fake checks would bounce.
Wednesday, XXXX, I was able to purchase a new phone from XXXX XXXX ( with money westernunioned to me from my brother ). I call USAA again to check the status of my accounts -- and this time after be transferred multiple times, and not taking no for an answer, I was patched through to what I believe to have been the USAA Security team. XXXX and XXXX were both very helpful in describing what had been going on with my accounts for the previous days after the original theft -- they informed me that in fact, my original claim had been mishandled by USAA and that they were APPALLED about my entire experience thus far. XXXX told me that I should ABSOLUTELY file a police report -- which I have now done twice. And she told me to contact the credit bureau as well, which I have done -- XXXX -- in order to place a fraud alert on ALL of my credit activity. After a dropped call, XXXX reiterated similar information as XXXX. XXXX then assured me that my case would be immediately sent over to the Financial Crimes Department -- where it would be reviewed on an expedited catastrophe level basis. She told me that people with my wallet/phone were using my cellular phone to deposit bogus checks, and withdrawing all of the immediate funds before the checks would eventually bounce. She tells me that this was able to occur MULTIPLE times. Absolutely none of this should have ever been allowed had my accounts been tended to correctly on the original file for Fraudulent Claims -- my accounts should have been properly locked on Saturday, XXXX. Even beyond USAA 's first error -- my accounts should have been reviewed PROPERLY with respect when I called each day after XXXX -- and I would have been able to freeze these continuing fraudulent deposits/transfers immediately!! She told me that I would receive a phone call personally from your office in the time period of 24-48 hours. She also reassured me that my account would absolutely be frozen this time, and ordered me yet another set of USAA debit and USAA credit cards. She also reassured me that everything would be sorted out. However, she did not mention that the new fraudulent activity was actually bank transfers -- she described the activity as withdraws. I file an original police report to Chicago Police Department with R.D. No. XXXX with the complaint that my wallet/phone/keys were stolen from my person, in order to use my cards to drain my bank accounts.
Thursday, XXXX, & Friday, XXXX, I wait patiently for a telephone call from USAA Financial Crimes Department. ( no call ) Saturday, XXXX, I call USAA to check the status of my pending fraud claims -- and as you may imagine, I am extremely distraught and losing patience at this point in time. I have not been able to afford adequate meals, and I am missing 20+ hours of work in order to work with USAA to fix what should have been prevented from the original phone call. Once again, to my surprise, XXXX from Executive Resolutions tells me more undesirable news. She informs me that there are missing records on the original ATM/Debit claims. She also informs me that as a customer of USAA, I am not covered under the Zero Liability Policy for outgoing bank transfers -- and I believe this is the first I am hearing of this -- seven days after the first of four ( as Ive been told ) outgoing, unauthorized, fraudulent transfers. I will absolutely under no circumstance allow USAA to fault me for what totals to be approximately {$3800.00}. XXXX informs me that the original fraud claim ( during which my account was NOT locked ) did refund ( yet only partially ) for the original submitted obsessive, and in my opinion obviously fraudulent, ATM/debit charges. XXXX informs me that the following transfers have taken place : XXXX {$1000.00}, XXXX {$750.00}, XXXX {$610.00}, XXXX {$380.00}. She reassures me that my account should have been locked from the original phone call as I was told -- on XXXX. Even beyond that, I should have been properly informed upon each, or any of my several phone calls between XXXX and XXXX. Had USAA correctly handled my situation, either on XXXX, or on any one of my followups previous to XXXX, USAA could have done what it should have done in the first place -- which is to protect me, the customer, and to handle my situation seriously and correctly. Because of the continued and repeated lack of courtesy, seriousness, and correctness that I have received from USAA in general, and because of new information provided by the helpful XXXX from USAA Executive Resolutions, I re-visited the Chicago Police Department today to file a new more in depth police report. I sat with a Sergeant of the Chicago PD for approximately 3 hours to file a new and updated police report with R.D. No. XXXX. The Sergeant was very accommodating, and made sure to include the entire nature of the crime -- including the criminal use of stolen property in order to defraud me, and to steal what totals to be ~ {$3900.00}. I have not yet been assigned a detective, but I will be calling USAA daily again in order to further protect myself. As of right now I believe that it is USAAs duty to acquire the physical Police Reports with numbers : XXXX XXXX and to work their best to review all of my records & phone calls in order to determine that I have, in fact, been let down by USAAs customer service and by USAAs improper handling of my claims since my original calls on Saturday, XXXX. The police Sergeant told me that I do not have access to the actual reports -- but said that as an institution, you may be able to acquire copies after any choice information is redacted. ( Please note I am paraphrasing the Sergeant here -- I do not fully understand the legal terminology he used -- but I understand the fact that he told me to provide you with the two documents following this page, as they pertain to police reports mentioned above. ) During the week of XXXX I was notified that my claim was again denied -- - and I fought to have it reopened. Since then, I have been credited for ~ {$870.00} of unauthorized ATM/debit payments, but still have not seen a penny of the unauthorized transfers ( which were made possible in large due to multiple errors on USAA 's side ) I called USAA on XXXX again to discuss the open fraud case and was told that it was still pending investigation -- and to limit my calls to approximately once a week.
I called USAA again either XXXX or XXXX to discuss the case -- and was told that it was still pending.
I called USAA today, XXXX to discuss the case and was told that it has been closed and I have been denied my claims for the four obviously fraudulent transfers -- XXXX {$1000.00} -- XXXX {$750.00} -- XXXX {$610.00} -- XXXX {$380.00} -- And I have been told that I am responsible for this. Which is absolutely insane to me. None of these transfers would have ever occured if USAA had frozen my account from day 1 ( XXXX ). Even further, these transfers could have been stopped and reversed immediately if USAA had responded to my concerns of a highly fluctuating balance which was being sent to me in recurring e-mails over the period of XXXX, XXXX, XXXX.
|
| 12/13/2019 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
Ive asked USAA to release the certificate of title of my vehicle and the release of the lien on my vehicle unless they can validate the debt their claiming that I owe. requisites for validating the debt by law are : 559.565Enforcement action against out-of-state consumer debt collector. The remedies of this section are cumulative to other sanctions and enforcement provisions of this part for any violation by an out-of-state consumer debt collector, as defined in s. 559.55 ( 8 ).
( 1 ) An out-of-state consumer debt collector who collects or attempts to collect consumer debts in this state without first registering in accordance with this part is subject to an administrative fine of up to {$10000.00} together with reasonable attorney fees and court costs in any successful action by the state to collect such fines.
( 2 ) Any person, whether or not exempt from registration under this part, who violates s. 559.72 is subject to sanctions the same as any other consumer debt collector, including imposition of an administrative fine. The registration of a duly registered out-of-state consumer debt collector is subject to revocation or suspension in the same manner as the registration of any other registrant under this part.
( 3 ) In order to effectuate this section and enforce the requirements of this part as it relates to out-of-state consumer debt collectors, the Attorney General is expressly authorized to initiate such action on behalf of the state as he or she deems appropriate in any state or federal court of competent jurisdiction.
History.ss. 5, 13, ch. 93-275 ; s. 818, ch. 97-103 ; s. 2, ch. 2010-127.
559.715Assignment of consumer debts.This part does not prohibit the assignment, by a creditor, of the right to bill and collect a consumer debt. However, the assignee must give the debtor written notice of such assignment as soon as practical after the assignment is made, but at least 30 days before any action to collect the debt. The assignee is a real party in interest and may bring an action to collect a debt that has been assigned to the assignee and is in default.
History.s. 1, ch. 89-69 ; ss. 6, 13, ch. 93-275 ; s. 3, ch. 2010-127.
559.72Prohibited practices generally.In collecting consumer debts, no person shall : ( 1 ) Simulate in any manner a law enforcement officer or a representative of any governmental agency.
( 2 ) Use or threaten force or violence.
( 3 ) Tell a debtor who disputes a consumer debt that she or he or any person employing her or him will disclose to another, orally or in writing, directly or indirectly, information affecting the debtors reputation for credit worthiness without also informing the debtor that the existence of the dispute will also be disclosed as required by subsection ( 6 ).
( 4 ) Communicate or threaten to communicate with a debtors employer before obtaining final judgment against the debtor, unless the debtor gives her or his permission in writing to contact her or his employer or acknowledges in writing the existence of the debt after the debt has been placed for collection. However, this does not prohibit a person from telling the debtor that her or his employer will be contacted if a final judgment is obtained.
( 5 ) Disclose to a person other than the debtor or her or his family information affecting the debtors reputation, whether or not for credit worthiness, with knowledge or reason to know that the other person does not have a legitimate business need for the information or that the information is false.
( 6 ) Disclose information concerning the existence of a debt known to be reasonably disputed by the debtor without disclosing that fact. If a disclosure is made before such dispute has been asserted and written notice is received from the debtor that any part of the debt is disputed, and if such dispute is reasonable, the person who made the original disclosure must reveal upon the request of the debtor within 30 days the details of the dispute to each person to whom disclosure of the debt without notice of the dispute was made within the preceding 90 days.
( 7 ) Willfully communicate with the debtor or any member of her or his family with such frequency as can reasonably be expected to harass the debtor or her or his family, or willfully engage in other conduct which can reasonably be expected to abuse or harass the debtor or any member of her or his family.
( 8 ) Use profane, obscene, vulgar, or willfully abusive language in communicating with the debtor or any member of her or his family.
( 9 ) Claim, attempt, or threaten to enforce a debt when such person knows that the debt is not legitimate, or assert the existence of some other legal right when such person knows that the right does not exist.
( 10 ) Use a communication that simulates in any manner legal or judicial process or that gives the appearance of being authorized, issued, or approved by a government, governmental agency, or attorney at law, when it is not.
( 11 ) Communicate with a debtor under the guise of an attorney by using the stationery of an attorney or forms or instruments that only attorneys are authorized to prepare.
( 12 ) Orally communicate with a debtor in a manner that gives the false impression or appearance that such person is or is associated with an attorney.
( 13 ) Advertise or threaten to advertise for sale any debt as a means to enforce payment except under court order or when acting as an assignee for the benefit of a creditor.
( 14 ) Publish or post, threaten to publish or post, or cause to be published or posted before the general public individual names or any list of names of debtors, commonly known as a deadbeat list, for the purpose of enforcing or attempting to enforce collection of consumer debts.
( 15 ) Refuse to provide adequate identification of herself or himself or her or his employer or other entity whom she or he represents if requested to do so by a debtor from whom she or he is collecting or attempting to collect a consumer debt.
( 16 ) Mail any communication to a debtor in an envelope or postcard with words typed, written, or printed on the outside of the envelope or postcard calculated to embarrass the debtor. An example of this would be an envelope addressed to XXXX, XXXX XXXX or XXXX, XXXX XXXX.
( 17 ) Communicate with the debtor between the hours of XXXX XXXX. and XXXX XXXX in the debtors time zone without the prior consent of the debtor.
( a ) The person may presume that the time a telephone call is received conforms to the local time zone assigned to the area code of the number called, unless the person reasonably believes that the debtors telephone is located in a different time zone.
( b ) If, such as with toll-free numbers, an area code is not assigned to a specific geographic area, the person may presume that the time a telephone call is received conforms to the local time zone of the debtors last known place of residence, unless the person reasonably believes that the debtors telephone is located in a different time zone.
( 18 ) Communicate with a debtor if the person knows that the debtor is represented by an attorney with respect to such debt and has knowledge of, or can readily ascertain, such attorneys name and address, unless the debtors attorney fails to respond within 30 days to a communication from the person, unless the debtors attorney consents to a direct communication with the debtor, or unless the debtor initiates the communication.
( 19 ) Cause a debtor to be charged for communications by concealing the true purpose of the communication, including collect telephone calls and telegram fees.
( a ) Notice of debt ; contentsWithin five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing ( 1 ) the amount of the debt ; ( 2 ) the name of the creditor to whom the debt is owed ; ( 3 ) a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; ( 4 ) a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such verification or judgment will be mailed to the consumer by the debt collector ; and ( 5 ) a statement that, upon the consumers written request within the thirty-day period, the debt collector will provide the consumer with the name and address of the original creditor, if different from the current creditor.
( b ) Disputed debts If the consumer notifies the debt collector in writing within the thirty-day period described in subsection ( a ) that the debt, or any portion thereof, is disputed, or that the consumer requests the name and address of the original creditor, the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt or a copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector. Collection activities and communications that do not otherwise violate this subchapter may continue during the 30-day period referred to in subsection ( a ) unless the consumer has notified the debt collector in writing that the debt, or any portion of the debt, is disputed or that the consumer requests the name and address of the original creditor. Any collection activities and communication during the 30-day period may not overshadow or be inconsistent with the disclosure of the consumers right to dispute the debt or request the name and address of the original creditor.
|
| 05/22/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Problem getting a working replacement card
|
|
Web |
|
|
I have had ongoing problems with USAA as a provider of financial products. By and large, I am limiting comments to the most recent, and pressing matter. But it's worth noting that in general it takes an average of 30 ( at best ) to 120 ( at worst ) minutes to resolve simple matters with USAA, including items such as : 1 ) asking what the APR on an existing credit card is, 2 ) asking whether two payments and one credit covered an existing month 's credit card balance, 3 ) asking for an explanation of adjustments to a balance, or features on an existing account. Often USAA must be contacted up to 3 times to handle a single issue.
I have communicated with USAA about these types of problems, and that there is a significant issue with the ability of representatives to handle even the most basic of requests. I have made many good faith efforts to make USAA aware of the problem.
Please note : I am currently not in the United States, and left on a trip in late 2019 which then got extended beyond what i had expected. I did check with USAA before I left on my trip and informed them, and have been in touch with them subsequently as well.
Most recently USAA contacted me while I was overseas during a pandemic to notify me of a {$10.00} charge that they felt was suspicious. When I contacted them about their concern, I could not confirm whether the charge questioned issued from me ( but it's difficult to know because different businesses use different names, shopping carts and vendors, and USAA provided extremely little information even after more than 3 or 4 verification ( s ) - 1st by computer, then with a representative, then with a supervisor ) Against my wishes, and despite the fact that I told USAA that doing so would greatly increase current difficulties related to what is being experienced worldwide due to the pandemic, and in my current situation, USAA representatives went ahead and blocked my credit card right before a holiday weekend ( XXXX XXXX ) in the United States.
Taking this action means that it will be hard to have any kind of resolution in the next 3 days while USAA is closed.
In addition, USAA has greatly restricted the ability to contact them by website. And their chat feature frequently doesn't work, or disconnects in the midst of the chat. They have not replied to past messages and documents I have uploaded and sent to them.
Prior to USAA blocking my credit card I was in the middle of making lodging arrangements ( using the USAA card ) and their action could potentially put me in a situation of being without lodgings.
I do not have sufficient time to transfer adequate funds to cover the cost of a month 's lodgings, and at the last moment on a Friday I can not transfer funds from the financial institutions in the USA as it takes a few days to do that - and now - with the long weekend - could take up to 5 days.
Not being a citizen of the country I am in I am unable to access a bank account here, whereas in the USA it would be easy to walk in and get funds.
My request to USAA were several simple things : 1 ) Hold off on blocking the card for a few days to a week, at least until after the weekend so I can make my lodging arrangements, 2 ) Expedite a replacement card to me so that I do not have to wait more than half a month for one.
3 ) Put me in touch with a supervisor who can speak with me quickly about a solution The USAA representative I spoke with, as is frequently the case with USAA, could not reason a way to a solution, and refused to consider any possibility accept immediate blocking of the card. When I asked for a supervisor I was put in touch with XXXX in Executive Resolution, who told me that : 1 ) USAA has no way to expedite a replacement credit card overseas and that it would take a minimum of 7 to 10 days to have a new card delivered 2 ) There is no way the current card can be left active until a time when I would be sure of lodgings and in a better position to handle the situation 3 ) A request to speak to someone who could better understand the situation and offer potential solutions - or perhaps a workaround - could only be handled in " 24 hours '' by an unknown, unnamed someone who might ( or might not ) get back to me. ( as mentioned USAA frequently does not respond or follow up, even to written requests ) When I pointed out to XXXX that I worked for a multinational company and that we regularly not only delivered personnel overseas ( but critical documents ), even in the time of war, and that it seemed very unusual that most any citizen in the USA could walk into a post office and expedite a card and yet a company ( USAA ) that advertises as being able to serve members of the military ( and their families ) who work all over the world - but that it was beyond her ability - and the ability of USAA - to help by getting a card delivered more quickly - she continued to say that it was not an option.
I also asked her if the CEO of USAA was overseas and needed a critical document expedited to him, did she think that that could be made to happen?
She went on to explain that the building where the cards are made is a separate location. When I pointed out that managers are hired and paid to solve unusual and serious problems ( lack of housing in the middle of a pandemic ) and that surely there was a phone at that other location and people who could be contacted, XXXX continued to insist that there was no process at USAA for expediting anything overseas.
When I started my trip I had no way of knowing I would be away as long as I have been. Nor did I know that a pandemic would engulf the world. I equally could not have predicted that a {$10.00} charge ( that didn't even hit my account, USAA stopped the charge from being processed ) would cause USAA to freeze the card before a holiday weekend in the states when their offices would be closed.
I understand the need to guard against fraud. But a bank is in no real peril when a {$10.00} charge is made on a card ( which might or might not be fraud ) and the exposure they have - especially when the customer is working with them - is minimal.
But to suddenly sever access to a line of credit during a pandemic when someone is in the midst of managing stressful and important transactions - with no room for flexibility, nor any kind of reliable follow up, is grossly unfair to the consumer.
Additionally, I pointed out to XXXX that the replacement card COULD be expedited to a family member of mine who could then Expedite it to me. XXXX was not interested in this option and continued to robotically tell me that there were no other options than the ones she was presenting.
These people sit in call centers insulated from any kind of consequence for their actions, and they go home to their families wanting them to be safe and well. But when other people are relying on their promises and their ability to capably handle even the most basic of problem solving they regularly let people down.
I had to previously file a complaint to the FTC about the telecommunications company that is providing me cell phone service overseas. And ONLY AFTER the complaint did the company fix the issue ( it was sent to a special department that handles FTC complaints ). That issue also created severe problems, and is a piece of the reason I have had trouble being in touch with USAA ( an issue they have no sensitivity or understanding about ).
Just as I can not control the subcontractor agreements between telecommunications providers in the USA and overseas, I can not control the Financial institutions that issue promises of service and help. USAA employees by their actions are impacting people in a real world, and often, a complex world, far beyond their cubicles. But they seem not up to the task.
To make matters worse - and although it is not a significant issue - it still is one that adds insult to injury and shows just how poorly regulated and managed USAA is, I have for some time now tried to track down a comment that USAA Savings Bank issued to my credit reports about a Savings Account I don't even own or have. I have no account with USAA other than my credit card account and an auto / property insurance policy.
I have asked USAA numerous times to put me in touch with someone who can tell me what this comment on my credit report is about. It is extremely difficult to get someone who can answer this. And the comment on the credit statements ( that i can see XXXX says to contact USAA to find out what the issues is about.
The issues I faced today with USAA took hours to resolve.
The last piece of information I can offer is that I received a notice from the airline carrier that claims their data files were hacked. The carrier claims that no credit card information was accessed. But I do not know if any of the issues mentioned have anything to do with the disclosure from the carrier, nor whether the timeline of the hacking and seemingly subsequent issues are at all related.
What I do know is that after being a reliable customer for 24 years that pays all of their bills, USAA does not do what they advertise and claim. They have lofty ideas of helping their customers when they have an issue, but their staff can not even problem solve the most basic of issues or obstacles. And under pressure they do not respond like people who you could count on when things are actually difficult.
As a company that claims to be able to support people around the globe, they can't even get a replacement credit card overseas by XXXX XXXX. A challenge too formidable for their managers.
Ps. I had a much less serious situation arise in the USA some time ago where a credit card hadn't been delivered. The representative I spoke with at that company was able to send it XXXX XXXX and i had it the next day.
|
| 03/10/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
In response to your answers dated ; XX/XX/XXXX, and XX/XX/XXXX. USAA stated that you followed 31 CFR 212.4 ( b ) to garnish/ levy . USSA responded that it had received a notice to levy Dated XX/XX/XXXX and was applying 31 CFR 212.4 ( b ) as a means of following the Florida Department of Revenues ( FDR ) request for action.
USAA stated XX/XX/XXXX : It is important to note that both documents contained a Notice of Right to Garnish statement, which made your VA XXXX funds eligible to pay the owed child support. According to 31 CFR 212.4 ( b ), Initial action upon receipt of a garnishment order. ( b ) Notice of Right to Garnish Federal Benefits is attached to or included with the order. If a Notice of Right to Garnish Federal Benefits is attached to or included with the garnishment order, then the financial institution shall follow its otherwise customary procedures for handling the order and shall not follow the procedures in 212.5 and 212.6. Additionally, according to the Depository Agreement and Disclosures, which governs FSB deposit accounts, Any garnishment, attachment or other levy against an account is subject to FSBs right of setoff and any security interest FSB has in the account. You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account ( and accounts you own with others ) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB. You expressly agree that such rights extend to any Federal or state benefit payments ( including without limitation Social Security benefits ) electronically deposited into your account.
USAAs depository clearly states : Setoff and Security Interest You agree that FSB may, without prior notice or demand, apply or setoff the funds in your account ( and accounts you own with others ) at any time to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB. In addition to its rights under the law ( called setoff ), you grant FSB a security interest in each account to secure such debt, as it may arise. This provision does not apply if the debt is created under any consumer credit plan accessed by a credit card. FSB is not liable to you for dishonoring items where withdrawals described in this section result in insufficient funds in your account.
To the extent permitted by law, FSB may, in its sole discretion, setoff funds from any new account you open to pay any debt, whether direct or indirect, that you have with FSB, and/or any fees or service charges owed to FSB.
You expressly agree that such rights extend to any Federal or state benefit payments ( including without limitation Social Security benefits ) electronically deposited into your account. You understand and agree that if you do not want your benefits applied in this way, you may change your direct deposit instructions to the benefits payor at any time.
While the depository agreement states, rights under the law, and to the extent permitted by law. Im going to refer to 31 CFR 212 which both USAA and I agree governs this matter. ( called the law ).
212.4 Initial action upon receipt of a garnishment order.
( a ) Examination of order for Notice of Right to Garnish Federal Benefits. Prior to taking any other action related to a garnishment order issued against a debtor, and no later than two business days following receipt of the order, a financial institution shall examine the order to determine if the United States or a State child support enforcement agency has attached or included a Notice of Right to Garnish Federal Benefits, as set forth in Appendix B to this part.
( b ) Notice of Right to Garnish Federal Benefits is attached to or included with the order. If a Notice of Right to Garnish Federal Benefits is attached to or included with the garnishment order, then the financial institution shall follow its otherwise customary procedures for handling the order and shall not follow the procedures in 212.5 and 212.6.
( c ) No Notice of Right to Garnish Federal Benefits. If a Notice of Right to Garnish Federal Benefits is not attached to or included with the garnishment order, then the financial institution shall follow the procedures in 212.5 and 212.6.
To date I have not received a copy of the Notice of Right to Garnish Federal Benefits. I have requested this multiple times, by phone and in writing. Again, I am requesting a copy of this document.
Therefore, it is critical ; FDR issued a levy that according to USAAs responses dated XX/XX/XXXX and XX/XX/XXXX that was to stay in effect for 60 days.
If they had truly issued this order with a Notice of Right to Garnish Federal Benefits. Im sure their legal team would be aware that under 31 CFR 212.6 states : 212.6 Rules and procedures to protect benefits.
The following provisions apply if an account review shows that a benefit agency deposited a benefit payment into an account during the lookback period.
( a ) Protected amount. The financial institution shall immediately calculate and establish the protected amount for an account. The financial institution shall ensure that the account holder has full and customary access to the protected amount, which the financial institution shall not freeze in response to the garnishment order. An account holder shall have no requirement to assert any right of garnishment exemption prior to accessing the protected amount in the account.
( b ) Separate protected amounts. The financial institution shall calculate and establish the protected amount separately for each account in the name of an account holder, consistent with the requirements in 212.5 ( f ) to conduct distinct account reviews.
( c ) No challenge of protection. A protected amount calculated and established by a financial institution pursuant to this section shall be conclusively considered to be exempt from garnishment under law.
( d ) Funds in excess of the protected amount. For any funds in an account in excess of the protected amount, the financial institution shall follow its otherwise customary procedures for handling garnishment orders, including the freezing of funds, but consistent with paragraphs ( f ) and ( g ) of this section.
( e ) Notice. The financial institution shall issue a notice to the account holder named in the garnishment order, in accordance with 212.7.
( f ) One-time account review process. The financial institution shall perform the account review only one time upon the first service of a given garnishment order. The financial institution shall not repeat the account review or take any other action related to the order if the same order is subsequently served again upon the financial institution. If the financial institution is subsequently served a new or different garnishment order against the same account holder, the financial institution shall perform a separate and new account review.
( g ) No continuing or periodic garnishment responsibilities. The financial institution shall not continually garnish amounts deposited or credited to the account following the date of account review, and shall take no action to freeze any funds subsequently deposited or credited, unless the institution is served with a new or different garnishment order, consistent with the requirements of this part.
( h ) Impermissible garnishment fee. The financial institution may not charge or collect a garnishment fee against a protected amount. The financial institution may charge or collect a garnishment fee up to five business days after the account review if funds other than a benefit payment are deposited to the account within this period, provided that the fee may not exceed the amount of the non-benefit deposited funds.
[ 76 FR 9955, XX/XX/XXXX, as amended at 78 FR 32109, XX/XX/XXXX ] To Sum This All Up : A. USAA Received a notice of Levy XX/XX/XXXX that was to stay in effect for 60 days.
B. XXXX XXXX the required review was done. Which went back to XX/XX/XXXX.
C. XX/XX/XXXX Department of Veterans Affairs direct deposits Compensation XXXX payment of {$6100.00}. Twenty-two days after the review was completed.
XXXX. XX/XX/XXXX FDR submits to USAA a release of funds letter.
E. XX/XX/XXXX USAA releases my funds deposited F. XX/XX/XXXX USAA freezes my funds again. CSRs state they received another levy notice. I have never received any such notice.
G. XX/XX/XXXX USAA issues check to FDR in amount of {$5500.00}.
Discrepancies : A. Levy staying in effect for 60 days. Violates 31 CFR 212.
B. Review completed XX/XX/XXXX. 31 CFR 212.6 ( f ) states one-time review.
C. 31 CFR 212.6 ( g ) states that No continuing or periodic garnishment responsibilities. The financial institution shall not continually garnish amounts deposited or credited to the account following the date of account review, and shall take no action to freeze any funds subsequently deposited or credited, unless the institution is served with a new or different garnishment order, consistent with the requirements of this part.
D. Freezing deposit on XX/XX/XXXX would constitute a Violation of 31 CFR 212.6 by continuing to garnish/ levy funds 22 days after account review.
E. XX/XX/XXXX funds were cleared by release letter dated XX/XX/XXXX from FDR. Who recognized that they had no right to funds deposited under 38 U.S.C 5301. they had not petitioned the VA to attach benefits.
F. Refreezing funds in my account XX/XX/XXXX. Violates 31 CFR 212, 38 U.S.C 5301, without receiving a new order of garnishment.
G. Issuing a check to FDR on XX/XX/XXXX Violates 31 CFR 212, 38 U.S.C 5301.
H. USAA Depository Agreement refers to actions taken under Federal laws, which I clearly has violated with the handling of this
|
| 07/03/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2019 I was contacted over the phone by a man who impersonated an agent from the IRS saying that accounts under my name were used to launder money and move money outside of the United States for XXXX trafficking. In addition, he told me that a rental car in my name had been found near the XXXX XXXX of Texas containing XXXX and XXXX stains. The man led me to believe that because it was my name on the accounts and the rental car was in my name I was the only suspect in the investigation and if it wasnt me it was in my best interest to help the investigation. The way that I could help the investigation was to show which accounts where mine. He told me that all accounts in my name will be frozen and the money will be confiscated as part of the investigation. If I wanted to prove which accounts were mine and to stop my money from being confiscated I should buy gift cards in specific numbers and dollar amounts. The man that contacted me told me that he would arrange a taxi for me to go make the purchases and told me to take specific amounts out of my checking using ATMs to pay for them. I did this in distress as I was feeling sick and scared. I fell for the scam and paid out {$10000.00} from my checking account and {$4000.00} on my credit card between XX/XX/XXXX and XXXX. It is my fault I fell for the scam and my fault I gave that money, however it appears that USAA may have violated standard banking procedure and their own policies. On XX/XX/XXXX, I called USAA to raise the limit on my debit card so I was able to purchase gift cards with a value of {$6900.00}. I made the call as the first attempt to make the purchase was declined by USAA and the man on the phone told me to call in and ask for the increase. I was told by the USAA agent that I had 48 hours to make that purchase of {$6900.00} at that XXXX location in XXXX, WA in two purchases. Later I withdrew {$200.00} from an ATM to use on taxi, using the same card. On XX/XX/XXXX I purchased additional gift cards in the amount of {$3500.00} at the XXXX XXXX, WA XXXX on the same debit card as the day before, also I withdrew another {$100.00} from an ATM using that card again to pay for taxi, and made a {$4000.00} purchase of gift cards at the XXXX, WA XXXX XXXX on my credit card. All of this was under the instruction of the scam artist.
After realizing I was scammed I called USAA on XX/XX/XXXX to see what I could do to potentially recover the lost money and to see what protection I have from USAA. During this phone call I asked to dispute both credit card and debit card charges. I was told that I could not dispute the credit card charges until they were posted. I then called XXXX and XXXX XXXX gift card phone numbers to check the balances, which I found out were XXXX. On XX/XX/XXXXXXXX my parents came for a family visit and I told them what had happened. My Dad told me to contact the gift card companies and check to see if they had any kind of protection. I made the call and they said they do not but to contact the police immediately and that they would work with law enforcement and USAA. We then contacted the XXXX, WA police department and filed a complaint with them and XXXX XXXX, WA. We then contacted USAA to again see if they could or would do anything to help out, and to see what their policy on the debit card was. We talked to two different agents the first agent told us that I got a limit increase to {$6000.00} and one day to use it. I asked how did {$6900.00} then leave the account at that time and a total of {$10000.00}. We were then put up to an agent name XXXX who said she worked in the Fraud Dept. XXXX then proceed to tell us that it was a {$7000.00} limit and we had 48 hours to use it for the purchase at the first XXXX Store. We again asked how than did {$10000.00} leave my checking account in under 18 hours. We also informed XXXX that we filed a complaint with the Cities of XXXX and XXXX XXXX, WA and gave her the file numbers along with the police department phone numbers. We were also told by XXXX that I had only asked to dispute the credit card charges to which we could not dispute at this time, so we told XXXX that I did ask to dispute the debit card charges on XX/XX/XXXX and again asked them to do so now. XXXX stated that I was over 18 years of age and that it was my doing and there for my own problem. We again asked the same questions to which we did not receive an answer and that no one was there who could help us as to the late time. We called USAA back on the morning of XX/XX/XXXX and the first agent we talked to after telling the story told us that I had the one time credit limit increase to {$7000.00} on the XXXX and {$3000.00} on the XXXX to cover the {$10000.00}. We then informed her that {$10000.00} came out and that was over the limit that she stated. We asked where we could find this information on the website to see these limit changes and/or policy to which she could not explain where to find them on the main web page or mobile web page. We were then moved up to an Executive Resolution Team Member named XXXX who after again telling the story then told us that I did have the increase to {$7000.00} for 48 hours and that the limit reset to {$7000.00} at midnight so that USAA did nothing wrong but what I asked of them and that it was my fault. We then asked if there was anyone higher we could talk to who could make a decision as XXXX said he could not and we just had to wait out the dispute process. We then asked if we wanted to file a complaint again USAA Bank who do we as consumers could go to. XXXX told us that USAA Bank fell under the Federal Reserve. We then asked if the information that we gave to XXXX was in the system XXXX informed us that it was not so again we gave USAA the information about the police filings. On XX/XX/XXXX in the morning we again called in and asked to speak with an Executive Resolution Team Member to which the man, did not get name, told us that he can handle this and proceeded to tell us that my limit was increased to {$7000.00} for 72 hours and that it reset daily at midnight. We said enough please put us up to the next level to which we were hung up on with no call back and went right to their survey. We called in again and talked to a XXXX told the story and was moved up to a XXXX who told us that USAA watches for unusual purchases out of the ordinary, larger than normal, and at places never been before. We said that this hits all things that she said and why did USAA not catch this she said she had no idea but that it should have been stopped. At that point she put us up to XXXX an Executive Resolution Team Member whereby this time we started to ask more questions about the policy due to the fact that everyone we talked to had a different policy. We were cut off by a callback from USAA that we had request because XXXX said unless we ask for one we would not get one. XXXX, the one that called in was an analyst for USAA Bank looking into the debit card dispute told us that when she worked in the Executive Resolution Team a long time ago the policy was that when you ask for a limit increase for a one time purchase that when that purchase was met that the limit immediately goes back to {$3000.00}. XXXX moved us to XXXX who we went through the whole thing again, but she did add the credit card dispute and moved us up to Executive Resolution Team Member XXXX. XXXX being the eleventh person we talked to over a four day period telling her all the different policies we were told by all the different agents that if Dad being XXXX years old could not find it or get the information from USAA how was I at XXXX years of age to do it. We told XXXX that we checked with our family bank back home a small town bank that there policy matched with what XXXX told us and that when we asked our small town bank if that was a policy of the bank, banking law, or standard business practice our town bank said it was a standard business practice. XXXX was appologic for the treatment we had received from USAA to this point. XXXX again stated that we had to wait for the dispute process to take it course which we asked is there anyone higher up who could make a decision today we could talk to and again no. I told XXXX that we felt that a fair resolution was that I should lose {$7000.00} because it was my mistake but that anything over that amount and the {$4000.00} on the credit card should be forgiven because there was no clear policy given at the time of the limit increase request other than I was okayed for that one time purchase, according to some of the USAA agents that it should have been stopped, and there was no fraud protection on these accounts. XXXX again said it would be up to the dispute team but could not tell us who that was and that we could not talk to them. In summary we never got any real help from USAA, as in a standard limit increase policy, not even a suggestion to make a police report. In asking USAA to do things on my behalf, as in to dispute charges and put information in my record as in police reports it took multiple requests to accomplish each of these things. In frustration we did call the Federal Reserve to get information about USAA policy only to find out that USAA is not regulated by them but the Consumer Financial Protection Bureau, CFPB. We called the CFPB and found out that USAA should have a CFO or a compliance officer by law which we understood that we should have been able to talk to. USAA told us there was no one higher to talk to, changed policy by the person, and did not even do the monitoring on the bank and credit card accounts they say they monitor. Please help.
|
| 02/18/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
XXXX and XXXX XXXX XXXX XXXX, XXXX CONSUMER FINANCIAL PROTECTION BUREAU CLAIM This complaint is against USAA Fereral Savings Bank, XXXX XXXX XXXX XXXX, Loan file # XXXX. Company ID XXXX.
Step 1 : The Mortgage Loan Company USAA very seriously mishandled processing of our loan apllication, costing us a significant amount of money.
Step 2 : USAA operated in a laissez-faire environment during the loan processing process resulting in missed contractually committed dates. They mislabled income categories provided to them creating confusion and delay. They created false income categories, directions and requests and attributed these to us.
Step 3 : We had already sold our home and our belongings were in a moving van between RI and SC. We faced a choice of 1 : Face the loss of a home we faithfully negotiated to purchase and very seriously looked forward to owning, temporarily living in a hotel while searching for a temporary home and placing our belongings in long term storage or, 2 : Sell our savings and retirement assets that could quickly be converted to cash to be able to complete the home purchase contract ( knowing there would be conversion cost to bear ). We choose 2 : and the cost is high.
Step 4 : This complaint is against USAA Federal Savings Bank , XXXX XXXX XXXX XXXX, Loan file # XXXX. Company ID XXXX.
Step 5 : Level 1 People : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Level 2 People : XXXX XXXX XXXX XXXX Level 3 People : XXXX XXXX ; XXXX was the only person that showed sincere concern, worked professionally, but she just got in to the situation too late.
Level 4 People : These are people that we had one or two communications with that attempted to help OR NOT, THEY DIDNT XXXX XXXX XXXX XXXX XXXX?
The Complaint : USAA seriously mismanaged the processing of our Mortgage Loan Application causing us significant loss of money and extreme mental distress.
The XXXX were forced to quickly raise Cash for the purchas
e of a Contracted Property or Forfiet the Contract ( property ). XXXX had Closed the Sale of their prior home on XX/XX/XXXX and their Home belongings were in-route to this home they were purchasing.
BACKGROUND : On XX/XX/XXXX and XXXX, XXXX we called several mortgage lenders to request their data for a 30 year, fixed rate home mortgage loan. We asked for both conventional and VA. XXXX XX/XX/XXXX we chose to apply to USAA XXXX We called the loan processor that had provided the data, XXXX XXXX and he confirmed the data. At that time we said that we would assemble our income, expenses and assets in a manor approprate to fill-in the application and would get back.
XX/XX/XXXX With XXXX help we fill-out the application on-line. We explain that we have a sale closing contract on our present home on XX/XX/XXXX and a purchase closing contract on XX/XX/XXXX.
XX/XX/XXXX call to XXXX and reached VM, lft msg, send us a copy of the application XX/XX/XXXX we called XXXX XXXX his back-up guy and rchd his VM, lft msg, cant reach XXXX, we wish a copy of the application. Like XXXX he never got back to us.
XXXX XXXX sent us an email. This email gave his contact information but said nothing of our request.
XXXX we call a Supervisor XXXX XXXX to tell her our lack of communications with XXXX. Eventually we receive a copy of the application. While reviewing it I found an item of income XXXX that I didnt recognize. XXXX expained it to me to be the sum of the interest and dividend values which I gave him which he named Annuity. I said it isnt an annuity ; but he said combining some items of income and referring to them as an annuity was standard practice. I thought it odd, but he is the Processor.
XXXX XXXX informs us the system is showing a Closing date of XX/XX/XXXX, and it is set by the system as the latest expected. The only thing he can do is to move things as quickly as possible and his goal is our XX/XX/XXXX date. Little did we know then that he would be replaced as our processor in a couple of days and that multiple processors and the process itself would be in slow motion by holiday mode nobody gives a darn people.
My realtor XXXX tells me XX/XX/XXXX could be a problem with the Seller because she has a date to buy property based on the declared XX/XX/XXXX date.
XX/XX/XXXX from here until XX/XX/XXXX we traveled through five loan processors, two Processor Supervisor and a Manager ( XXXX XXXX ). All would express their concern regarding the lack of attention we were receiving but soon they were gone and they were passing us off to the next person.
At the time we started the application we stated that we had a closing date of XX/XX/XXXX for a home purchase that we had under contract and this constant turn-over of personnel has to be a negative impact on the closing date, but nobody is saying so.
On XXXX Loan Supervisor XXXX XXXX called us to introduce herself. It turns out XXXX was the most concerned USAA employee that worked on the Process.
On XXXX XXXX called to say she was XXXX XXXX, at that time our processor, assistant. She explained XXXX was out unexpectedly and she would be filling-in, then asked me for an explaination of the Annuity. I told her that there was no annuity and I never said I had an annuity, that it was created by XXXX XXXX. I then explained the dollar values were interest & dividends and the back up for them was on the Fed Form 1040s. Until a week!! later I thought the expaination was accepted.
As the XX/XX/XXXX Closing date approached it was evident that it would not be met and that XX/XX/XXXX was the most likely date.
The Seller of the home we were to buy reluctently agreed to a no later than XX/XX/XXXX closing.
XX/XX/XXXX I was told that we had insufficient income to qualify for the loan! I was not told why. My assumption is that XXXX passed on that I stated that I had no annuity and never, ever said I had one but that she didnt ( adequately ) pass on I had the income shown as an annuity in the form of interest & dividends which could be seen on the form 1040s.
XX/XX/XXXX XXXX got involved and got to the underwriter. We got over this hurdle and XXXX said her goal is still XX/XX/XXXX.
XX/XX/XXXX We are notified our loan is conditionally approved.
XX/XX/XXXX Email from XXXX : Unfortunately you can not close on XX/XX/XXXX due to a refusal by you to use electronic XXXX proceedures and a request by you on XX/XX/XXXX to print and ship. The documents were created on XX/XX/XXXX and shipped on XX/XX/XXXX to XXXX, RI per your request The soonest closing would be XX/XX/XXXX.
First I did not refuse to use XXXX, we had been using it all along in this process. Second I did not make any such request to print and ship ( I dont remember ever hearing/reading the term print and ship ).
Third we sold the XXXX property over a week earlier.
If there is such documented requests and directions they have not shown it to us.
XX/XX/XXXX I told XXXX that we had a closing commitment to meet on XX/XX/XXXX. If USAA cant or wont meet that date I must withdraw our application. She said not before XX/XX/XXXX and I said then Im forced to find a way to meet my purchase commitment without USAA.
SUMMARY : This loan processing was mismanaged from start to finish ; from uncaring people, personnel turnover, mislabeling of income to undocumented claimed statements and request that USAA attribute to be made by me.
When we were informed on XXXX, just two days after we had presented our timeline, that the system assigned XX/XX/XXXX as the closing date it was too late for us to attempt to go to one of the other brokers we had consulted. We accepted at that time that XXXX was sincere and commited to make things move quickly in an attempt to get to or closer to XX/XX/XXXX and that he would be with us every day to the close.
Considering what transpired we can not fathom why XXXX created the factious annuity income label and when asked say it was standard practice.
Why did it take a week from the time I told XXXX I had no annuity to being told we lacked sufficient income for the loan? My only thought is that XXXX informed the underwriter that we had no annuity but neglected to explain that the funds labled XXXX were accounted for as interest and dividends and could be found on the 1040s When I told XXXX the same explaination as I told XXXX, XXXX had the loan back on track the next day.
USAA does not have documentation that we refused to participate to docusign or directed a paper copy be delivered to XXXX RI because they do not exist..
We did not want to lose the contract on this house. We went into panick mode. We sold retirement assets so that we could provide funds for a CASH PURCHASE.
I am a Vetern, both of us are in reasonable health for our advanced age ( XXXX & XXXX ) but this six week effort ( plus the on-going time generating this claim ) has been an extreme strain for us as it would be for much younger people.
This debacle has cost us a great deal of money that we are claiming USAA must compensate us for.
These Costs are provide as an attachment to this Complaint.
SUPPORT We have copies of emails and cryptic scribbled handnotes of telephone calls.
MONETARY COST : XXXX and XXXX XXXX XXXX CONSUMER FINANCIAL PROTECTION BUREAU CLAIM The XXXX have incurred to-date {$30000.00} of cost over and above what would have occurred had the loan been properly consumated through the USAA application. In addition the XXXX will pay an additional {$24000.00} in interest for the loan they obtained to replace the botched USAA loan. A total cost of {$54000.00} over the life of the loan.
An .XXXX spread sheet will be attached to this submittal
|
| 12/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/XXXX I received a call from someone impersonating my bank, USAA. They used the USAA phone number, sounded XXXX, and knew my account number, phone number, and full name. They told me that there was fraudulent activity on my account and asked if I would like to freeze my accounts for protection. I said I would and asked for their name and identification, which they provided. They sent me a link to a site that looked like the USAA website asking me to sign in to lock my account. I did this and they sent a security code which I relayed. Before ending the call they told me not to access my account for a few days. I found this suspicious and called USAA right away ( a minute after the fraudulent call, on the XXXX ) to ask if I was just called by USAA. The person I spoke with said they could not confirm or deny the information. I requested that my accounts be frozen. I explained that someone had my account information. The USAA representative said they placed my account on review and no transactions would be permitted. While on the phone with USAA I had my mother ( whose name is on the account ) transfer my checkings account balance ( {$280.00} ) to her account to protect my money. She succeeded. I told the USAA representative that I was doing this. I then transferred the money I had in my USAA savings accounts ( {$1900.00} ) into my checking account so my mother could withdraw to protect my money. She was not able to transfer any of the money so I assumed that meant my money was indeed protected and USAA had frozen my account. However, the very next day ( XX/XX/XXXX ) I received notifications that my quick logon was deactivated for my mobile device, I had no access to my online banking account, and multiple emails of Fund Transfer Confirmations in the amounts of {$5000.00} and {$6900.00}. I called my bank at XXXX PST on XX/XX/XXXX to let them know that the transfers were not initiated by me and that I had no access to my online banking or mobile app. USAA told me they would put a note on my profile and make sure it was under review. It was. I was called back by USAA at XXXX and I reiterated that the transactions are not mine and that the fraudster must have changed my bank account login information and that I was scared the transfers would go through. I was told that the transactions would not go through because my account was under review and that my bank account was safe. On XX/XX/XXXX from XXXX I called to ask if I should let USAA know anytime a transfer was initiated because I was still receiving emails. The USAA representative said no. I called USAA on XX/XX/XXXX from XXXX to inform that I received another Funds Transfer Confirmation in the amount of {$1900.00} which was clearly my money. Again I was told my account was under review and it would not go through. I called on XX/XX/XXXX from XXXX. I called again on XX/XX/XXXX from XXXX upon learning that my checkings account was in negative balance. I believe it was on this date that USAA informed me that no fraudulent activity was detected and that I was liable for the {$15000.00} ( transferred while I did not have access to my account ) that put my checking account in negative {$15000.00}. I told the representative that this made no sense because I had not made the transfers, had asked USAA to freeze my account on XX/XX/XXXX, and every time I called throughout the weekend I was told that my account was protected and no transfers would go through. I was asked if I wanted to submit for another review. I said yes. That same day I received a call from USAA at XXXX and asked if I could call back because I did not trust calls anymore, they confirmed. I called USAA from XXXX and got reconnected. The woman said the decision regarding the negative balance and my liability had been re-reviewed and the decision that I am liable still stood. I expressed frustration and reiterated I had not conducted the transfers and had USAA freeze my accounts. I added that I did not have access to my bank account since this started. I was transferred to a specialist named XXXX to get into my account and was told that I can not access the account because it is still under review. I was told to try again in 10 days. I shared with AJ that it felt as though USAA does not want to help me or recognize that I am a victim of a crime. I reiterated everything I had done to protect my account within minutes of the initial scam/fraud suspicion and followed up almost every day since. I told him that I was told my account would be protected and was initiated under review before the start of the weekend. I told him that every time I called I reiterated the transfer initiations by the fraudster and was told to wait until the investigation was complete. He expressed sympathy and noted my dissatisfaction with the liability decision on my account. This initiated another review. I called USAA on XX/XX/XXXX and was aided in getting access into my account. The re-review was still ongoing. On XX/XX/XXXX I missed a call from USAA and called back at XXXX, and the call lasted for XXXX. They informed me I was liable for the negative balance and for giving account information to the fraudster. I asked if I could add my father to the phone call because I felt like I was being taken advantage of by my age or lack of knowledge. They permitted this. When my dad was on the phone I reiterated to USAA that I called immediately after the fraudulent call with the USAA impersonator to explain how my account was compromised and my request to freeze my accounts but they still went through. USAA informed me that I actually am liable for {$4900.00} and that that is what my negative balance was currently. I explained that the {$4900.00} that they are deeming me liable for does not take into account the approx. {$2000.00} of my own money that was stolen when I was told my account was safe and transfers wouldn't go through and that my parents ( who have an overdraft protection account linked to mine in the case of overdraft ) were charged {$5000.00} in overdraft fees. While the USAA representative was kind, she was incredibly unhelpful and said that I still owe {$4900.00}. My father and I asked if we could speak with the fraud team directly or have their phone number. We were told we could not be provided the phone number ( as I had been told almost every time I asked ). The USAA rep asked if I wanted a complaint to be made and I confirmed and asked her to add that I would like to speak with the fraud team directly because I still have not been given the opportunity to go through the entire case ( calls, transactions, etc ) with them and felt that they must not have all of the information. I added that I want, in writing, an explanation of why I am being held liable and why they have determined that no fraudulent activity has occurred ( as indicated in every single mail correspondence or phone communication ) .The rep added these to my complaint. I have yet to receive a call from the fraud team. I called USAA on XX/XX/XXXX in an attempt to get in touch with the fraud team because I have not received a call back or information on how the negative balance may be impacting my credit score etc. The call started at XXXX and last XXXX because I kept being transferred between departments and being placed on hold. The USAA rep I was speaking to was working with a colleague who was in communication with the fraud team but USAA did not allow me to speak with the fraud team directly. However, I was told that my bank account will be closed if I do not pay the negative balance by their 41 day policy. I must pay by XX/XX/XXXX ( plus or minus, I am unsure of the calculation ) or my account with USAA will be terminated. I was transferred to the delinquent accounts department to ask if my credit score is being impacted. I was told that they can not give me that information and gave me a link to a credit score website. I was transferred back and forth with no resolution or answers. I did however manage to request a new debit card with a new number because I was scared that the fraudster could still use my account information. USAA had never offered to get me new card numbers, I had to request this. I am still waiting to hear back from the fraud team but I do not think I will ever get the chance to talk with them or receive written communication as to why I am being held liable. I want to add that USAA has a XXXX liability policy under which " members aren't held responsible for unauthorized debit card charges that they report. '' I reported immediately and before any transactions were initiated. Phishing and social engineering are listed under the types of fraud USAA claims to protect members from under their XXXX liability policy. As a closing remark, I had decided to record a call with USAA because I felt that no one was going to assist me and I wanted proof that they would not provide me information as to why I was being held liable. In this recorded call, the USAA representative admitted that transactions should not have occurred after I requested an account freeze and my account was placed under review on XX/XX/XXXX. I have kept this recording if it proves useful. Please note : All times listed are in XXXX XXXX XXXX.
|
| 04/01/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX, XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX ( m ) XXXX ( e ) XXXX USAA Headquarters XXXX XXXX XXXX XXXX XXXX, Texas XXXX Dear USAA : This document of record is a formal complaint concerning an existing 30-Year Conventional Fixed-Rate Loan # XXXX for the single family home at address XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, Florida XXXX. Two complaints are described in this document concerning the said loan. The first complaint concerns monthly mortgage payment at the time of closing, which is supported by an escrow account. The second complaint concerns recent customer service received during the refinancing of the said loan.
First complaint : Dates back to loan origination date XX/XX/XXXX. At closing, mortgage documents signed by both parties listed the monthly mortgage loan amount at {$2100.00} per month. In XX/XX/XXXX, the monthly mortgage loan amount increased to {$3000.00} per month. Details were not disclosed at closing that a drastic increase of this nature could and would occur. How could this occur with a fixed-rate? I thought the consumer was protected from such drastic increases with a fixed-rate loan. I never signed-up for a {$3000.00} per monthly mortgage statement. How could USAA allow me to enter into a loan agreement that would jump ~ {$800.00} in one month without prior disclosure? The monthly mortgage loan increase occurred in XX/XX/XXXX, ~ 17 months following loan origination. From XX/XX/XXXX XX/XX/XXXX, a monthly mortgage of {$2100.00} was paid in good faith.
XXXX XXXX was contacted for explanation in XX/XX/XXXX, for what I assumed was a one-time mortgage error that would self-correct in XX/XX/XXXX. To my disbelief, XXXX informed me that my XXXX mortgage payments would indeed be {$3000.00} per month. Explanation provided by XXXX was that the escrow property tax calculations were under-estimated in previous year ( s ). I contacted the XXXX County Tax Collector office it was revealed that the owner address on file was still the builders address, that it was listed as a VA loan, and that initial property tax appraisal was assessed on the property lot not the completed build. I validated this explanation with XXXX as well. It was also stated that due to the new appraisal, which included the value of the property proper, the escrow was in the rears for property taxes to include the estimated property tax for XXXX. If you unpack this, the escrow account was malnourished for months due to no fault of my own and the original monthly loan amount at closing was also under-estimated due to a sloppy appraisal. It appears that an under-estimated appraisal occurred to make the property a more attractive sale. Various phone discussions with XXXX XXXX Associates strongly supports this assumption, which is an unscrupulous business practice. I am suspended in disbelief that an estimated appraisal valuation was not conducted to support the escrow account. At the time of closing, the neighborhood was ripe with property comparables that could have provided a tax estimation to support a factual monthly mortgage payment and escrow requirement. There were similar design builds adjacent to my property, that were already well-occupied, that offered such opportunity. In addition, the house was move-in ready well before closing to support a holistic appraisal to derive an estimated appraisal valuation to support the escrow account. Should disclosure not be offered at closing, that the monthly mortgage at signing is far below the actual mortgage in next years, due to a huge property tax under-estimation? Needless to say, I am quite frustrated and disappointed as I expected a much higher level of service from USAA and better consumer protection as a 20+ year loyal USAA member.
Second complaint : Dates back to XX/XX/XXXX, which stamps the period I commenced to refinance the now {$3000.00} per month mortgage loan due to the drastic change increase after paying {$2100.00} the previous ~ 17 months. I was recently denied USAA Mortgage Loan refinancing because my debt-to-income ratio was said to be too high. What was not taken into account was that in XX/XX/XXXX, 3-months before my 20-year XXXX service retirement I suffered major property damages to my home insured by USAA. Deeper assessment of my existing file or portfolio would reveal my debt-to-income ratio shot up post-Hurricane Irma as the cost of repairs was not fully covered by my USAA flood policy. There was many out-of-pocket expenses incurred as a result of the huge delta between flood policy insurance pay-out and actual rehab costs to restore the property to pre-conditions. The delta accelerated my debt-to-income ratio and I am now on the tail-end of recovery supported by my retirement annuity and post-XXXX career.
As stated, the refinance time-line with USAA began in early-XXXX and concluded with a denial in late-XXXX XXXX ; almost 2-months of refinance processing only to return a refinance denial. The only reason I am refinancing the home to begin with is because of the issues described in the First Complaint. The denial is of course dis-pleasurable and to add to this fact was the poor service I received during the refinance period. The Mortgage Specialist assigned to the refinance was not timely in responses, and repeatedly asked for duplicative documentation already provided. When I addressed the issue with the Mortgage Specialists Supervisor the issue was heard but not corrected. I would not hear from the Mortgage Specialist via email or phone for week ( s ) at a time, even after sending multiple requests for status updates via phone and email due to long pauses in correspondence. When I did hear from the Mortgage Specialist, the subject of the correspondence was additional requests for information. Ive made numerous professional complaints about the quality of service during the refinance period that are well documented by USAA. Ive been with USAA for over 20+ years and I can attest this is my most sub-par customer service experience with USAA . I believe there was a 1-month gap between phone conversations with my Mortgage Specialist ( which I find very impersonal ). The last phone conversation initiated by the Mortgage Specialist, following a very long pause in both verbal and email communication, was to disclose that USAA denied my refinance. It took ~ 2-months to derive to the decision and I missed many other opportunities with other mortgage lenders and now the declining rates have risen to-date. This is truthfully disheartening to say the least.
Summary & Request : I have been a loyal customer with USAA for over 20+ years. I entered into mortgage loan agreement in good faith with a disclosure that the monthly mortgage would be ~ {$2100.00}, discounting gradual increases in property taxes and insurance. The jump to {$3000.00} per month or any drastic amount was not disclosed at the time of signing nor during the duration of the escrow monthly escrow payments. The increase in monthly mortgage and denial of refinance makes me unattractive to other mortgage lenders and I feel black-balled from refinancing opportunities. USAA has access to documentation that depicts the surge in my debt-to-income ratio resulting from Hurricane Irma. USAA also has access to documentation that depicts my responsible credit history, which was required to maintain XXXX XXXX ( XXXX ) / XXXX XXXX XXXX ( XXXX ) XXXX XXXX while on XXXX XXXX and is required now for my current XXXX XXXX XXXX position. The established 20+ year good faith relationship should have warranted a more in-depth assessment of my refinance application. Documents provided illustrated I have consistent streams of monthly income post-XXXX service that supports refinance approval. The logic that my debt-to-income ratio is too high to refinance my mortgage from the current amount {$3000.00} to {$2100.00} per month at the USAA offered interest rate of 3.75 % remains puzzling, especially since the No-Cash out refinance requested will reduce the risk of default. I am requesting the following action from USAA : USAA re-offer the initial locked in refinance rate of 3.75 % and approve the refinance USAA provide a formal acknowledgement that there were fundamental missteps at closing that resulted in a misrepresentation of the actual monthly mortgage USAA address my concerns broadly and enacts stronger consumer protections to preclude further incidents of this nature at closing It is my solemn truth that I would not have entered a mortgage agreement, six months post-retirement, if I was provided prior knowledge that my mortgage at closing would deviate drastically from {$2100.00} per month, excluding gradual increases in property taxes and insurance. What I and my family have experienced over the last 4+ months as a result of 30-Year Conventional Loan # XXXX is beyond disappointing and were are in a continuum of disbelief. My wife consistently reiterates my comments from XXXX that our mortgage loan must be with USAA ; she and I are both regretting the decision. I urge USAA to make good on its slogan At USAA, serving the military community is our mission.
Sincerely, XXXX XXXX XXXX XXXX ( XXXX ), XXXX XXXX
|
| 05/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
Dollar amount: Its hard to say because I think USAA misapplied a series of excess payments and has then bungled refunds and created transaction disputes I did not ask. The way USAA resolved the disputes it filed with itself (that I did not ask for or directly initiate) has led to additional issues where incorrect APRs are being applied yet again. The material amount I was owed at a minimum is a returned payment of $XXXX (minus the minimum payment of ~$XXXX) with a 5% annualized interest rate dating from XXXX. This was before USAA disputed transactions with itself and incurred additional interest and finance charges on my behalf. Im not disputing any specific transactions per se, but rather USAAs mishandling of my payments as a whole.
Problem:
I tried to take advantage of a 0% APR balance transfer promotion with 3% balance transfer fee from USAA. USAA deceptively and unfairly listed my balance transfer fees online at usaa.com as having posted on XXXX with the description BALANCE TRANSFER FEE. You can confirm this on my billing statement ending on XXXX. However, when I made excess payments that posted on XXXX and XXXX, none of those excess payments were applied to the fees. USAA claims that these fees are not truly assessed until the billing period ends. This meant that I essentially made early payments for nothing. I still had the full amount of the balance transfer fees in my minimum payment that was due for the period. Although USAA claims this is clearly outlined in their credit card agreement, it took over 8 hours on the phone with various USAA representatives for someone to be able to mention the part of the agreement that was germane (https://content.usaa.comXXXXXXXX XXXX XXXX XXXX XXXX). Most of the representatives either did not understand the application order of excess payments as outlined by the CFPB here https://www.consumerfinance.govXXXXrules-policy/regulations/1026/53/#53-b-Interp-3-iii-D or were confused about how USAA applied the fees. If even members of the resolution team struggle to understand USAAs deceptive billing practices, how can consumers be expected to understand them?
Below is me outlining how a reasonable consumer might have interpreted the order of application of excess payments given that USAA stated explicitly that balance transfer fees posted on dates prior to the statement closing date. I wrote this before XXXX.
If you look at the statement closing on XXXX, you can see that I made excess payments on XXXX and XXXX The balance on the statement closing on XXXX was $XXXX. I made payments of $XXXX for the statement that closed on XXXX. That means I made $XXXX of excess payments. I intended those excess payments to be applied to my 3% balance transfer fees which totaled $XXXX. Here is a link to the Consumer Financial Protection Bureau explaining how excess payments should be applied https://www.consumerfinance.gov/rules-policy/regulations/1026/53/#53-b-Interp-3-iii-D. This link basically says excess payments are applied to balances that have the highest APR first (after things in excess of the minimum payment). Some people on the USAA support team seem to think that the balance transfer fees totaling $XXXX have an APR of 0%. If that is true, please confirm it in writing so I can delay my payments of them.
None of my excess payments were applied to any of these balance transfer fees even though some of them posted on XXXX, before my excess payments posted. I know this is true because on the XXXX statement, the minimum payment is $XXXX. This is $XXXX + 1% of the new balance ($XXXX). Because USAA misapplied the payments, I made an additional $XXXX payment that posted on XXXX I did this because I was worried that I was somehow beginning to accrue interest on the $XXXX I believe this $XXXX (minus the minimum payment of ~$XXXX) should be returned to me with interest. I would have put this $XXXX into a 5% annualized return savings certificate had USAA not tricked me. If I am correct, I would bet USAA has been misapplying excess payments and abusing many customers who have all been materially damaged. I also initiated my 2nd round of balance transfers on XXXX (the ones that posted on XXXX and XXXX which is why I made the excess payment of $XXXX on XXXX.
I have spent over 8 hours on the phone with USAA customer support people who are unable to articulate why I am wrong. I actually spent over 4 hours consecutively speaking to a XXXX on the member response team (case number XXXX) about this around XXXX. I was supposed to get a call back explaining the resolution of the case. I received no follow up and had to call USAA myself on XXXX The supposed resolution as described to me today was not a statement on whether or not I was correct about the order of payment, but some muddled statement about how payments could not be targeted to specific transactions. It was described so poorly it was hard to tell but it clearly wasnt a real answer. It is ridiculous that USAA is unable to get a resolution on something so clear. My material damages are at least refunding the additional $XXXX (minus the minimum payment of ~$XXXX) I paid plus a 5% annual interest rate dating back to XXXX. Can I also be compensated for all the time Ive had to spend on the phone?
If my excess payments were applied to the fees, why was my minimum payment $XXXX? If the excess payments were applied to the balance transfer amount correctly, please explain this in writing because I think that would conflict with the CFPB rule I cited earlier. I would like the resolution of this query in writing after someone discusses it with me on the phone at XXXX XXXX XXXX.
On XXXX, I spoke with someone at USAA who pointed me to the credit card agreement https://content.usaa.com/XXXX XXXX XXXX XXXX XXXX which says the minimum payment due includes all the fees and some other stuff. As it was explained to me, the fees arent truly assessed (even though USAA says they posted) until the statement closes. By this logic, if I had paid the full balance due plus the fees so my new balance was $XXXX, I would still owe the full amount of fees in the minimum payment??? So if I had made an additional payment of $XXXX on say XXXX I would still owe $XXXX in fees for the minimum payment for the period ending on XXXX? Does that make sense to anyone? I said this practice of posting but not assessing fees was deceptive and I thought it was unfair given that USAA.com explicitly says BALANCE TRANSFER FEES posted on XXXX. Should I have reasonably known that even though BALANCE TRANSFER FEES posted to my account, no fees had actually been assessed yet?
Updated on XXXX
I spoke with a XXXX on XXXX who was extremely helpful and agreed that USAA made the process confusing. In particular, he agreed that USAA was basically making me waste a payment by not letting my excess payments be applied to fees that had posted to my account but werent assessed until the end of the payment period. He made a case for me (#XXXX). The result of the payment research requests seemed to be that I was refunded $XXXX. Im not sure why the $XXXX was refunded. I disagree with that being the correct outcome. I never received a call back about these results. I still think these results are incorrect. But even worse, USAA completely incorrectly handled the $XXXX refund. I ended up with an additional $XXXX finance charge on XXXX which has been completely unexplained. I also had $XXXX added back to my balance (which is fair enough) but it was added as a regular purchase, subject to a 16.65% interest rate. And because I have a balance transfer, this money immediately started accruing interest. So I received a $XXXX interest charge on XXXX which I just saw on XXXX. Unbelievable. This $XXXX should obviously be a part of the 0% balance transfer. I dont know how USAA manages to continue handling this balance transfer so poorly.
I am currently speaking with an XXXX at USAA on XXXX. She is waiving the $XXXX interest charge. But there is still the outstanding issue that the $XXXX (technically $XXXX on my statement after payments I made were applied) is subject to the wrong APR. Im not even sure how this affects the minimum payment that I was supposed to make. Am supposed to make? And the errors just keep on compounding because I dont find out about things posting until my statement closes. But guess what? It wouldnt even matter because if I tried to make early payments, maybe USAA would claim the fees/interest charges hadnt posted and I would be falling into the same consumer fraud trap that I had to complain about in the first place.
I just sent this complaint into USAAs Credit Card Services Address via the mail. I am also filing a CFPB complaint.
I wont consider this issue resolved until someone speaks with me on the phone about why I am either correct or incorrect, or emails me saying I am correct, or mails me a check for $XXXX saying whatever they want. Ive spent over 11 hours on the phone with USAA and USAA either keeps on creating more errors or fails to notify me of any resolutions or explain any resolutions adequately.
|
| 06/03/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
Servicemember |
|
On Monday, XXXX XXXX, XXXX, I applied for USAA 's XXXX XXXX XXXX XXXX XXXX XXXX through its website. While I was in the middle of my application, after correctly answering XXXX identity questions ( the color of my SUV, what address was associated with me, and the County where that address is located ) I clicked " Next '' and its system awkwardly took me to a login page, after I logged in, the page showed a two-line ERROR about it not being able to find the application or something in that regard, and that was it ... no message about the application, no email, nothing. Knowing that when you apply for a credit card the bank does a HARD inquiry on your credit report, I did not want to risk doing another application and getting another HARD inquiry, so I called USAA and a representative told me that he was able to see a pending application in the system, but no other information so he asked that I call back on Tuesday due to the XXXX XXXX holiday. Instead of calling, I sent USAA a message through its site indicating the situation I experienced during my application and asking for a status on it. On Tuesday, XXXX XXXX, XXXX, I received a reply from USAA saying that my application had been supposedly declined because they were n't able to verify my identity (!? ). Of course, this response surprised me because this has NEVER happened to me before and I did the application from within my USAA account where USAA even prefilled all my information from its system. I called USAA as soon as I left work and a female representative on the credit card application department answered. After I explained what had happened, she decided to transfer me to USAA 's Executive Resolution Team ( ERT ). " XXXX '' answered the phone at around XXXX XXXX CST or so and after I again explained everything, while adding that the only thing I could think of was an XXXX XXXX Alert I had placed on my report some months before, she told me that, indeed, the issue had been supposedly because of said XXXX XXXX Alert. She then assured me that USAA had not done a hard inquiry on my credit report and recommended that I apply again. That did not make any sense, so I called XXXX and sure enough they informed me that USAA had in fact pulled my credit report ( done a hard inquiry ) and that the XXXX XXXX Alert on my file was not active anymore ( it expired around XXXX XXXX ). So, essentially, I was provided misleading information on both fronts. I called again the same day and " XXXX '' from the ERT answered at about XXXX XXXX CST or so. Again, I explained my situation and she started insinuating that my application might have been declined because I did not properly answer the identity questions. That did not make any sense, since I am 1000 % sure I answered correctly ( very EASY questions ) and their system did not say anything nor provide any message indicating that they could not complete the application for y or z reason, it showed an ERROR, which is not normal. " XXXX '' then called USAA 's underwriting department and was supposedly told that the reason for declining my application was that there was a " FACTA Alert '' on my report and that I needed to call XXXX to remove it and apply again. That no matter what, I had to apply again. After I pushed on that nonsensical idea, she told me that the underwriter informed her that they had received credit information from my XXXX report, like my credit score, and that USAA had in fact done a hard inquiry ( contradicting the first representative " XXXX '' ). So, if I had missed any identity questions as she insinuated, how in the world would XXXX provide USAA with my credit information?? Did NOT make any sense whatsoever! Anyhow, just to be sure, since I had NEVER heard or requested anything called a " XXXX Alert '' for my credit report, I went ahead and called XXXX again. XXXX representative " XXXX '' informed me that there was NO ALERT OR BLOCK of any kind on my credit report that prevented XXXX from providing my financial information to USAA and confirmed again that a hard inquiry had been done on my credit report by USAA on XXXX XXXX, XXXX. With this information, which AGAIN contradicted the information provided by USAA, I called USAA and requested to talk to the ERT. " XXXX '' answered the phone at around XXXX XXXX CST. So, I again explained my ordeal to him and he, again, started to insinuate that it was probably me who answered a question incorrectly and that I would need to apply again and get another hard inquiry in my credit report for the NONSENSICAL claim that they were n't able to ID me!? Of course, I was NEVER going to apply again for that or any other USAA card and get another hard inquiry in my credit report, so I pushed, again, against these nonsensical claims and XXXX, kind on a dismissive way, said he would call underwriting again to hear from them directly since what I was telling him was supposedly not reflecting on the notes on my record ( nice way of saying he did not trust me ). So, he called and then he came back in the line and sure enough said he had " kind of good news. '' The underwriter he talked to actually said there was no such thing as a XXXX Alert on my record ( another instance of misinformation from USAA! ) and that after reviewing my file she ( the underwriter ) had noticed that there was actually an APPROVED card originating from the botched application " coming '' through their system for me that was not reflecting yet on my USAA account (!? ). XXXX said he had never had such a situation. The underwriter told him that he needed to contact the IT department to fix the issue with the card not reflecting in order for everything to be set. XXXX said that as soon as he finished my call he would call IT to get them to fix it and that he would get a TICKET NUMBER from them and add it to the notes on my account. He asked that I waited until Friday, and that if the card had not reflected on my account by then, to call the ERT again so that they could reference the ticket number and call IT again to follow up. He acknowledged after I asked him specifically that my application for the card had been approved and that it was only an issue with IT fixing the situation for it to be processed and to reflect in my account and be sent to me. All of this can be confirmed by listening to the calls that USAA recorded.
On Wednesday, XXXX XXXX, XXXX, I called USAA again after leaving work to make sure that the TICKET NUMBER that XXXX said he would add to my account was in fact there and the process was moving along. I called the credit card application department and explained my situation to the representative. She acknowledged that the ticket number was in fact added to my account and she then volunteered ( without me asking for it ) to call IT to find its status. She said IT was working on it and that she would call me later with any additional information. She called me at around XXXX XXXX CST to tell me that ( surprise! ) the IT department had supposedly closed the ticket and told her that there was nothing they could do and that I needed to apply again and essentially take another hard inquiry from USAA if I wanted the card. I protested and requested to speak to the XXXX. XXXX came into the line and after I explained my issue again and he read the notes, he repeated the same reasons and possibilities I had been given during this ordeal. He said the underwriting department was already closed ( it was around XXXX XXXX CST ), he called IT to see if they could reopen the ticket, but was told that they were getting the same decline reason of not being able to ID me and could not do anything about it. XXXX then tried to call XXXX himself to verify some information, but was unable to get through. The only resolution that XXXX offered was to show me a USAA Consumer Report Dispute Form and suggested I submit one to have USAA request to XXXX XXXXhat my hard inquiry be removed from my report. Although I can not get back the 3+ hours I have wasted on this ordeal in the last couple of days, at least USAA removing that hard inquiry would make things right for me and allow me to apply again with a representative to hopefully make sure that this does not happen again. I also want to say that although sometimes I felt that I was being blamed by some representatives for this issue with USAAs site essentially botching my application, all of them behaved professionally and were respectful throughout my conversations and truly tried their best to correct this mess that was NOT their fault. Again, I also want to stress that I have NEVER been denied credit for the reason USAA claims they had to decline my application. I had NEVER had any financial institution tell me that they could not identify me. I checked my personal information on the XXXX report and all of it is up to date and correct. This was obviously a result of USAAs system botching my application because of an ERROR.
|
| 02/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Older American |
|
On XXXX XX/XX/XXXX I contacted USAA to ask what possible justification they had for asserting days earlier that a CERTIFIED CHECK for {$3400.00} issued to me by XXXX XXXX XXXX which I had deposited 29 months ago on XXXX XX/XX/XXXX, same day it was issued to me - had bounced and therefore USAA was now subtracting {$3400.00} + a {$5.00} penalty fee from the joint checking account I have with my wife.
The USAA representative with whom I spoke was clearly baffled and stated she was not able to determine what was the justification for USAAs giving itself {$3400.00} of our money.
I asked : In issuing a certified check to us wasnt XXXX XXXX XXXX swearing that it had set aside in its internal account sufficient funds to cover the cheque until such time as I deposited it into my account or otherwise cashed it or in the unlikely event I choose to return it ; isnt it true that a certified check is generally considered to be as good as cash and can not be bounced absent the failure of the issuing bank or its issuance being linked to some illegal act? To each part of my question the USAA representative responded in the affirmative. She also acknowledged that she had never been aware of a certified check being treated as ours was being treated either by USAA or by anyone else.
Asked by me when I could expect USAA to provide its supposed justification for wrongfully stripping me of {$3400.00} which it had for just short of two-and-a-half years rightfully treated as having been properly deposited, the USAA representative refused to answer. Instead, she told me that I needed to contact XXXX XXXX XXXX and ask them.
I said that demanding that I ask Fifth Third Bank to explain why USAA had decided to treat a certified check issued to me by it made no sense. I said that USAAs assertion that XXXX XXXX XXXX had issued a certified check without having it backed with sufficient funds was to accuse XXXX XXXX XXXX of having engaged in an illegal act and that in such a cause USAA had an obligation to report this to the overseeing banking authorities. The USAA representative persisted in saying she would not because she could not get USAA to provide me a justification, let alone restore the money it had seized from our account, and, in fact, she would not get back to me because her supervisor would not allow her to make an outgoing call.
I asked her to escalate my call to someone who might be able to answer my questions and be authorized to call me back later if not able to obtain an explanation right away.
Next up was a USAA representative named XXXX. I understand the reasons behind USAAs policy of not permitting its representative to reveal last name in these cases and find the policy perfectly reasonable.
To sum up my exchange with XXXX : I repeated all the points I had made during my exchange with the first USAA representative whose name I had neglected to ask for and XXXX, like that first agent, seemed baffled and was equally unable to provide so much as even a hint of what possible justification USAA might have for ( wrongfully and probably illegally, in my view ) seizing {$3400.00} from our account. Like that first USAA representative, XXXX also acknowledged that each and every point I made about how one should expect a certified check to be treated was fair and accurate and that she had never been aware of a certified check being treated as ours was being treated either by USAA or by anyone else.
XXXX eventually me that on XXXX XX/XX/XXXX USAA had mailed to me and my wife a letter XXXX not yet received at this point ) that she was guessing should answer any questions I had. I suggested she read it to me so I could know if I agreed that this was true. She immediately willingly agreed and proceeded to do so.
I pointed out to her that the XXXX XX/XX/XXXX letter not only did not address any of the questions and concerns that I had raised but instead actually revealed additional evidence that in its handling of our account USAA has demonstrated reckless disregard for its fiduciary responsibilities to us.
I noted that this letter not only provides no justification for USAAs treating a certified check deposit by me different from all other certified checks, including some in the same amount and several others in nearly identical amounts issued to us by XXXX XXXX XXXX and deposited into our USAA account over a few years but it also falsely claims that a check amount was incorrectly written on a deposit slip when a review of our USAA account would prove that in our more than 30 years with USAA we have never written an incorrect amount on a deposit account.
XXXX told me she would get back to me soon either by phone or by email with an explanation for what USAA had done and how it proposes to deal with my complaint about what I was labeling a wrongful and likely illegal act that it had committed against me. She failed to do so.
On XXXX XX/XX/XXXX I once again contacted USAA and this time spoke with USAA representative XXXX in Deposit Servicing.
For the third time, a USAA representative seemed baffled and was unable to provide so much as even a hint of what possible justification USAA might have for what I politely told the representative I felt any reasonable person would view as a wrongful and likely illegal act in seizing {$3400.00} from our account.
For the third time, a USAA representative acknowledged that each and every point I made about how one should expect a certified check to be treated was fair and accurate and had never been aware of a certified check being treated as ours was being treated either by USAA or by anyone else.
I asked XXXX to pull up the XXXX XX/XX/XXXX letter that I had previously discussed with XXXX. I repeated the same points I had made to XXXX.
I called XXXX attention to something that I said was truly weird and indicated to us that USAA was seriously messing up our checking account record and causing us to worry about trusting USAAs care and competence in exercising its fiduciary responsibilities to us : On XXXX XX/XX/XXXX USAA made an adjustment to our account in which it wrongfully added {$650.00}. Reason stated for their doing so is the above referenced false suggestion that we had incorrectly written a check amount on a deposit slip. Huh? The only explanation for this that makes any sense would be if we had shortchanged ourselves by erroneously claiming on a deposit slip that the check we were depositing was {$650.00} less than it really was and USAA had caught our error and fixed it by adding {$650.00} to make us whole. But this is not at all what happened.
This is mindboggling! Why would USAA have wrongfully added {$650.00} to our checking account and claim it was because we had incorrectly written a check amount on a deposit slip?
This set of facts appear to me and my wife to be critically important in attempting to determine if USAA had any possible grounds for seizing {$3400.00} from our checking account or if may have engaged in an action against us that is illegal, contrary to its fiduciary obligations and deserving of serious penalization : On XXXX XX/XX/XXXX we deposited into our USAA checking account {$2700.00} and on that same date USAA, claiming we had made an error in the deposit slip, added {$650.00} to our account.
On XXXX XX/XX/XXXX USAA decided that a CERTIFIED CHECK for {$3400.00} issued to me by XXXX XXXX XXXX which I had deposited 29 months ago on XXXX XX/XX/XXXX, same day it was issued to me - had bounced and therefore USAA was now subtracting {$3400.00} + a {$5.00} penalty fee from the joint checking account I have with my wife.
Notice that if you take our XXXX XXXX deposit of {$2700.00} and add to it the {$650.00} that USAA added to it that same day, claiming it was fixing an error made by us ( not true ) these two amounts equal {$3400.00}, the exact amount of the certified check USAA declared to be devoid of funds 29 months after its having been deposited on XXXX XX/XX/XXXX and its having been considered valid until XXXX XX/XX/XXXX.
I asked USAA representative XXXX to pull up these records and we reviewed them together. I asked if he could explain what USAA was doing here and he could not.
Surely, I said, any bank should be able to determine in the time USAA had already taken here why it had treated a cashiers check differently from how it and others always treat one. He could offer no justification.
Asked when I might reasonably expect from USAA an explanation and its restoration of the money I felt it had wrongfully taken from me and my money, he said that all he could tell me is that, Were working on it.
I politely told him that I felt that more than enough time had already passed for this to have been resolved and if at this point I can not even be given some idea of when to expect it to be resolved, my conclusion is that I need to appeal to the proper federal oversight authorities.
Thus my appeal to you.
|
| 08/26/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I have attempted to collect a fraudulent withdrawal from my USAA Mastercard account on XX/XX/XXXX, transaction number XXXX, in the amount of {$5000.00}, a cash advance fee of {$150.00}, plus cash advance interest in the amount of {$380.00} since XX/XX/XXXX.
During the last conversation I had with USAA regarding this matter, XXXX, a " senior '' on the Executive Resolutions Team ( ERT ) relayed to me the fraud claim was by someone who had " some '' ( unspecified ) access to the account.
USAA willfully and knowingly gave access to the above account after I called USAA on XX/XX/XXXX to secure the account from any other persons.
In preliminary findings and consultation with a lawyer inXX/XX/XXXX, it has become apparent USAA has engaged in similar practices with other USAA members.
Timeline On XX/XX/XXXX, I arrived home to XXXX, XXXX, after serving just shy of 18 months in XXXX. I was about to start out-processing the military for retirement and was on military leave.
On XX/XX/XXXX, I called USAA to ensure all accounts were solely in my name, and that nobody else was authorized on any accounts.
On XX/XX/XXXX, I charged {$3.00} at " XXXX XXXX XXXX XXXX CA, '' reference number XXXX on my USAA Mastercard.
On XX/XX/XXXX {$5000.00} was withdrawn from my USAA World Mastercard ending in XXXX from XX/XX/XXXX XXXX XXXX # XXXX XXXX KY, reference number XXXX. I was not in XXXX XXXX, I was in XXXX XXXX and XXXX XXXX, as evidenced by the two following transactions on the same statement as well as the XXXX XXXX credit card statement sent in to USAA XX/XX/XXXX.
On XX/XX/XXXX, I charged {$16.00} for " XXXX-XXXX XXXX XXXX XXXX, '' reference number & XXXX on my USAA Mastercard.
On XX/XX/XXXX, I called USAA to inquire about the cash advance and let them know I did not do it. The card was cancelled and reissued. I did not hear back from USAA. there are further notes below outlining my continued calls.
On XX/XX/XXXX, I spoke with USAA about the {$5000.00} that was taken off the card on XX/XX/XXXX. I called on XX/XX/XXXXto ensure no other authorized users were on the account, according to USAA. USAA stated I must write a letter to report it as fraud and may not be able to reverse the charges. USAA again cancelled the card and issued a new card now for this to go through.
On XX/XX/XXXX I spoke with USAA and they stated that they still going through the dispute resolution process. I should get a letter within 60 days of the initial claim.
On XX/XX/XXXX, I called USAA and was referred the fraud center where I talked to XXXX, ID number XXXX. I had talked to them several times earlier and he said he saw the notes on the file. Blake stated I needed to write a letter stating what happened, and send it to USAA Dispute Center, ATTN USAA Credit Card Services, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. I was to include his name, account number, the merchant number, date of transaction, and what happened in the letter. According to XXXX, I should receive a letter within five business days with a dispute number and the {$5000.00} should be removed from my account along with the fees and interest charges.
On XX/XX/XXXX I sent the letter to USAA about the dispute for the withdrawal of {$5000.00} in late 2014. I sent the letter return receipt.
On XX/XX/XXXX I received the confirmation for the fraud letter to USAA was delivered. USAA received it on 10 XX/XX/XXXX and it was signed by D Ortiz.
OnXX/XX/XXXX I called USAA at XXXX, talked to XXXX ID # XXXX, to check on status of the letter about the {$5000.00} taken off my card in XX/XX/XXXX. The letter was sent on 8 January 2018 and received by USAA on XX/XX/XXXX. There was no update to the claim and XXXX reached out to a fraud investigator as to why it is taking so long but they provided no information. They are in contact with the third party bank. I asked why USAA has not sent me a letter stating they are investigating. She said that was a good question, the official letter has not been sent out, the account is still being updated. She stated she sees in the notes that I have tried on many occasions to have this handled. She can assure me that it will be sent out. Apparently since it is a fraud claim it is different than a dispute. The letter may be in the mail today and my account is supposed to be updated. As of right now, it is being investigated and they will reach out if they need any additional information.
On XX/XX/XXXX, I called USAA and spoke with Antoinette in the credit card fraud department. She stated It is still in the process of being assigned to the fraud investigator. The claim was supposed to be assigned within 10 business days to an investigator and is now past the window. She also annotated the file to call me back regarding this claim in the next couple of days ; I let her know the best callback time is the late afternoon.
On XX/XX/XXXX, I called USAA and talked to XXXX ( sp? ) regarding the claim. He stated I had called in the other day and put me on hold to look into the notes. He stated that not only is it a dispute, but it is also a fraud claim. He also stated that " ... I have had business with them ... '' meaning XXXX XXXX in XXXX, XXXX, but I stated I had never had business with them. He said it would take up to 90 days to be resolved from the XX/XX/XXXX dispute date ( unknown reference date ) and since it is a dispute, no charges will be refunded until the 90 days have expired. I asked what had happened to the previous dispute that was again filed on XX/XX/XXXX for the same charge and he put me on hold again. He came back on the line and said it could take up to 60 days to get a temporary credit and the interest charges and withdrawal fees would be credited when fully proven. He stated the next investigation started on XX/XX/XXXX.
On XX/XX/XXXX, XXXX from USAA called to go over the fraud claim and wanted some additional information. I answered all of her questions and let her know that since USAA records calls, there was plenty of evidence to look up. XXXX said she would call back the next week with more information regarding the claim. She never called back.
On XX/XX/XXXX, I called to seek an update of the claim. On the first call, the lady ( unknown name ) put me on hold and I was disconnected. I called back and spoke with XXXX in the USAA Credit Card Fraud Department. XXXX stated the original fraud claim was made on XX/XX/XXXX; however, since the fraud systems changed about a year ago, she was unable to look at thorough notes from previous to the system change. XXXX stated this was most likely an in-person transaction. If it was through an ATM, they would have had to had a PIN number for the card ( I did not have a PIN for the card ) ; most likely they would have had to go into the bank. XXXX also stated I would have to file a police report to get more info from USAA, but she referred me XXXX in the Executive Resolutions Team ( ERT ). XXXX stated that I had done everything correct in reporting the fraud with the card.
XXXX at the ERT came on the line and was curious as to why this claim was still not handled and stated she would do everything she could to get it resolved. XXXX stated she submitted an email to the manager of the fraud team to try to get a resolution. XXXX said she would get back to me by Wednesday the XXXX. She asked if I could prove his location was and I said yes. I was in XXXX, XXXX, seeing my dying father and had a XXXX XXXX that I had used to book the tickets. I sent the statement showing as much to her. XXXX asked if I had any further questions and to give her a call at extension XXXX.
On XX/XX/XXXX, I sent a message into USAA using the Message Center about the great service I received from XXXX at the Credit Card Fraud Department.
On XX/XX/XXXX XX/XX/XXXX, I called USAA and talked to Jamie about the fraud case. XXXX went over the times I had called into USAA regarding this case but said the dates were incomplete : - XX/XX/XXXX : presumably to check on the status of the claim.
- XX/XX/XXXX : " protection restored '' - XX/XX/XXXX : said I hung up - XX/XX/XXXX : no notes - XX/XX/XXXX : looking for an update to the claim.
On XX/XX/XXXX I called USAA at about XX/XX/XXXX and talked to XX/XX/XXXX, a " senior '' in the Executive Resolutions Team. XXXX stated USAA determined the claim was a " domestic dispute, '' stating another party had " some '' access to my account ( unspecified ).
In XX/XX/XXXX, I contacted a lawyer about this case and they advised me USAA had acted illegally, I was not at fault, and I should be refunded the full withdrawal and all associated fees and interest. I was advised to send a final demand letter. I sent the letter on XX/XX/XXXXreturn receipt, it was received by USAA on XX/XX/XXXX by XXXX XXXX.
As of XX/XX/XXXX, I have not been refunded any monies, received an official letter the claim was ever made, nor contacted by USAA.
|
| 05/26/2017 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
I have been defrauded out of {$280.00} from a X/XX/2017 se nd money person to person payment from my USAA checking account to a business which did not have a USAA account. I am not satisfied with the guidance I received from USAA customer service and USAAs vendor, XXXX , regarding the issue and would not have lost my money if customer service would have provided better guidance and/or USAA had better controls and transparency regarding the risk of the transaction. I request a refund of the {$280.00} fraudulently taken and ask that USAA implement training and controls to prevent the same thing happening to other customers. The below summary provides details of my complaint ( please note that there were likely additional contacts with USAA and XXXX not referenced below regarding the matter ). Transaction Date : X/XX/2017 Typ e : Send Money via USAA App via XXXX To : XXXX XXXX XXXX ( should have gone to XXXX XXXX XXXX For : Car Towing Transaction Id : XXXX I conducted the transaction o n X/XX/2017 ut ilizing the USAA App on my XXXX ph one. During the transaction, I entered the email address of the intended recipient and was notified that the payment would be facilitated through XXXX since the business I was sending money to did not have a USAA account. I was redirected to another screen with which the email address of the recipient I had previously entered automatically populated into the recipient field ; however, the full email address was not displayed due to space limitations. I was then directed to another screen to enter the amount of the transaction. Please note that the final screen did not display the email address of the XXXX recipient and I was never prompted to confirm the email address of the recipient by entering the address twice. Please also note that the only warning displayed on the transaction screen was payments to individuals are processed immediately and can not be reversed. Since I was transmitting the money to a business, I did not think that the warning applied to my transaction. USAA Customer Service Call Prior to Confirming Money was Sent to Wrong Recipient : After several hours from submitting the transaction, I was notified by the intended recipient that they had not received payment. I immediately contacted USAA customer service to confirm that the transaction went to the appropriate email address. The customer service representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. After requesting that the transaction be cancelled, the representative advised that USAA could cancel the transaction after it was submitted to XXXX and I would have to contact XXXX regarding the transaction. The rep advised that XXXX would be able to identify the transaction based on ID XXXX . On X/XX/2017 , af ter being notified by the intended recipient that they still had not received payment, I contacted USAA again to confirm the payment went to the correct email address and to obtain a transaction ID which XXXX would recognize. The representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. The representative provided a new ID number XXXX . I expressed my frustration at the lack of information available to confirm the transaction went to intended recipient and USAA is responsible for their vendors activity and requested that USAA contact the USAA relationship owner at XXXX to rectify my transaction. After speaking to their manager, the USAA representative advised that they did not have a contact for a relationship owner at USAA and asked me for the XXXX phone number so she could call to try to rectify situation. The rep thereafter inadvertantly hung up on me while attempting to place me on hold while they contacted XXXX . I again called Customer service and spoke to a new rep. The rep advised that XXXX service was horrible and they were difficult to work with. The rep advised that there was nothing USAA could do and XXXX was at fault. The representative was unable to confirm the XXXX email address and was unable to direct me to an online report confirming the email address. Initial XXXX Customer Service Calls Prior to Confirming Money was Sent to Wrong Recipient : I contacted XXXX that same day and provided them a transaction ID XXXX the USAA representative provided me. XXXX did not recognize the ID and was unable to locate or confirm the transaction. The XXXX rep advised to wait a day and the intended recipient to be notified of the transaction. The XXXX rep did not appear to understand bank to XXXX transactions and continued to assume the transaction originated from my personal XXXX account. I contacted XXXX again after obtaining the ID XXXX from USAA. The rep was not able to locate the transaction and advised that the transaction would be automatically refunded after 30 days if no one claimed it. I asked for the transaction to be cancelled ; however, the rep advised that he could not locate the transaction and it was up to my bank to cancel the transaction. The XXXX rep did not appear to understand bank to XXXX transactions and continued to assume the transaction originated from my personal XXXX account. Validation that Money was Sent to Wrong Recipient : On X/XX/2017 , a fter numerous calls with USAA and XXXX , I again looked at the USAA website and phone app for confirmation that transaction went to the correct email. I located a pay to transaction history on the phone app ( I have not been able to locate history on website ) which provided details of the transaction not provided by the USAA customer service reps including the intended recipients email address. I confirmed that the email address the transaction went to was incorrect. The history also provided a XXXX transaction ID of XXXX which was not provided on the transaction detail screen accessed from my checking account transaction view as well as a transaction ID of XXXX ( please note the checking account transaction view reflected XXXX ). XXXX Customer Service Call After Confirming Money was Sent to Wrong Recipient : On X/XX/2017 , I contacted XXXX to advise that the USAA transaction was sent to the incorrect email address. XXXX advised that there was no XXXX account associated with the email address where I sent the transaction. This time, the rep was able to identify the transaction utilizing ID XXXX . The rep advised that the money had not been claimed and instructed me to advise the intended recipient to contact XXXX to temporarily set up an account associated with email address the transaction went to so they could claim the money. On X/XX/2017 , I c ontacted XXXX again after the intended recipient advised that he was unable to claim money and conferenced the intended recipient on the call. The XXXX rep advised the intended recipient to create an email account with the address the transaction went to in order to claim the payment. I advised that the intended recipients email address was likely already taken since it involved a common name and common carrier. The rep further researched the transaction and determined that the transaction had actually been claimed. I requested that the transaction be reversed since the person had fraudulently obtained the funds. The XXXX rep advised that they could not reverse transaction because the recipient closed there XXXX account after receiving the funds. The rep advised that they would send a courtesy email to the recipient and advise them to return money ( Please note I determined that the email address was where the money was remitted was no longer valid ). The rep refused to provide contact information of the individual who claimed the money and advised that I would have to contact police. Complaint : USAA was deceptive regarding the risk associated with the transaction I received unfair treatment from USAA due to : o USAA did not provide adequate controls to ensure the correct email address was entered for the recipient.
o USAA cust omer service reps were not trained to respond to issues involving send money transactions involving XXXX o USAA did not take ownership of their third party relationship with XXXX and did not have a mechanism to contact XXXX to resolve issues o I was provided bad advice from USAA which led to the theft of {$280.00} USAA not taking responsibility for incorrect information, bad advice and third party vendor behavior has been abusive. According to XXXX the transaction ID provided by USAA does not reference the identity of the person who remitted funds so there is no information for them to verify I was the one who sent money
|
| 09/11/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
The CFPB needs to investigate whats going on via XXXX and every financial institution thats pushing this service to customers. First, they are hiding from consumers & customers that, its extremely unsafe, they are not reporting how much of that 1 billion they boasted about was fraud, scams. Instead, you see this, XXXX XXXX Exceeds One Billion Payments in 12 Months, Setting a New Record for the Payments Network. No where does it say, 4.5 billion in payments were sent to U.S. small businesses in Q3, an increase of more than 30 percent from the prior quarter. It goes on to say, and this is all on the XXXX pay website itself, We continue to grow our network, welcoming financial institutions of all sizes. Today, more than 1,000 banks and credits unions are currently contracted to participate on the XXXX XXXX, including 731 that are live today and processing transactions, said XXXX XXXX, CEO of XXXX XXXX XXXX , XXXX. XXXX is available to more than 140 million consumers in their mobile banking apps or in the XXXX app, and is used for the most important life essentials such as sending contactless payments to local businesses and money to friends and family in need.
Consumers have increased their use of XXXX significantly in the past 12 months, adopting the service for an evolving set of use cases. In its recent XXXX Consumer Payment Survey, the XXXX XXXX found that nearly three-quarters of consumers surveyed were most likely to use P2P services to provide financial aid to friends and family since the onset of the COVID crisis.
Still, nothing about fraud, or fraudulent scams. XXXX site says its Partnerships Help to Increase Digital Financial Literacy. Then it talks about XXXX XXXX XXXX XXXX XXXX. Who ultimately owns/runs XXXX XXXX XXXX And then says XXXX XXXX XXXX XXXX XXXX is a XXXX XXXX owned by seven of the countrys largest banks. For almost three decades, our identity, authentication and payment solutions have been empowering financial institutions to make confident decisions, enable payments and mitigate fraud. Today, XXXX XXXX is best known as the owner and operator of the XXXX XXXX, a financial services network focused on transforming payment experiences. The combination of XXXX XXXX risk and payment solutions enable the financial services industry to move money fast, safe and easy, so people can live their best financial lives. Did you see anything about the amount of fraud and scams and innocent people being robbed via XXXX? No. Go on XXXX XXXX or XXXX, and see what is happening. Read the cases and complaints. No one knows who Early Warning is so, I think thats confusing to customers as well. They see XXXX so, why would they XXXX XXXX XXXX? You have to search and dig to find the information that we are not being shown or given. Then, theres misinformation and a picture being painted by XXXX that this is safe. Businesses and small businesses and XXXX banks, etc. Nowhere does XXXX say, 5 million of that 1 billion is fraud. XXXX has a webpage to report fraud. In which they state, we take fraud very seriously. Thats a lie. Ive filed over 4 fraud claims via their site and nothing. Outside of the standard system generated email, I got nothing. No calls, no emails, no nothing. They dont care.
Two, bank customers are being given a false sense of security because its your bank pushing this feature and you use it inside your banking app. Youre safe inside their secure banking portal. You dont go to a third party website, you dont get a USAA pop up warning you are now leaving from USAA.com.
Three, you are not told that your money is not protected if anything goes wrong. If I had been told, been given this information prior to using it for the first time, I WOULD HAVE NEVER used it. Youd have to be stupid to use it, if you did, after being told the Real Facts.
Four, no one really seems to know what the facts really are about the app either. Ive talked to multiple people at USAA and Ive been told various things, some being, apparently and conveniently untrue. Not to mention, If you signed up months, weeks or years ago, you do not get disclaimers sent to you nor, do any pop up when you do go to use XXXX. All that stuff from when you signed up, doesnt come up ever again. In USAA banking website or app, you select pay with XXXX, which is ALWAYS on your screen, you enter your cell phone number. You then get sent a PIN code to enter, you enter it and a blue USAA screen comes up with three options. Send, Receive and Request. No warnings saying that XXXX will refuse to help you if youre money is stolen. No warning saying USAA will not help you either is anything goes wrong. USAA nor XXXX is giving users the warnings that they should be. They know if we were told the truth, then no one would use it. I found it interesting that USAA will help you if it happens unknowingly but, not the other way around.
Fact is, CFPB needs to step in and investigate, regulate and go after every bank using and owning XXXX. They are hiding the amount of fraud occurring eith their app because, as USAA said to me, its in high demand. Not, we shouldnt use it anymore, its we know whats happening but its in high demand so, we dont care. They also advised me to go to police or courts and I did talk to a detective and beings this is theft/fraud over {$1000.00} its a felony and the banks are accessories and accessories after the fact to a felony. By XXXX refusing to even call me, refusing to return the funds, they are committing a felony. They are not only harboring a felon but, they are enabling all people no matter whether you know them or not, to steal money rampantly without any consequences. Also, that includes USAA. USAA is an accessory to a felony, and an accessory after the fact, as well.
Ive spoken to FDIC, too. FDIC says, clearly that Checking Accounts are insured. USAA insures my Checking and Savings accounts up to the standard {$250000.00} according to the FDIC. Regardless of how my {$1100.00} came out of my USAA Checking Account, that account and my money in it, is insured. The FDIC does not insure the following : money invested in stocks, bonds, mutual funds, life insurance policies, annuities or municipal securities. USAA needs to return the money stolen from my USAA checking account. Then, USAA can subrogate to get their money bank from XXXX. Maybe then, if USAA stood up and did something, this kind of stuff would stop. Refusing to do anything when a crime has been committed is wrong. Those 7 super rich banks that own XXXX can afford to return those funds. XXXX also needs to take the money back from the receiving bank that Stole my money and they are protecting. Then, it would stop. Right now, the site is still up, and they are going to befriend someone else and weeks later, steal their money because they know XXXX wont do a thing about it.
I have asked multiple people from strangers to neighbors and friends, if their bank offers XXXX. All but one said yes. I then asked if theyve used it and, all but 1 said no. Then, I asked them if it was safe? All, but the one whose bank didnt offer XXXX XXXX said, of course it is, my bank wouldnt offer it if it wasnt. Or, it should be, its inside your account, youre fine. Little do they know, thats not true. USAA needs to please, credit me back the {$1100.00} that they know is fraud. I told XXXX from USAA that Im not going to stop sending in complaints, until I get my money back. I get one check a month for XXXX for XXXX and XXXX. I do not have the means that USAA does to get my money back. XXXX wont even call or email me. XXXX got a short email response from them and I rejected that because its another system generated email. I dont know whats in USAAs contract with XXXX but that should be also available to customers. Im getting the feeling that USAA, who pays XXXX to use their service on XXXX website and, pushes it to all USAA customers, that USAA must have agreed not to go after them if money is stolen or, is a known scam. I cant think of any other reason, a company who has stellar customers and supports the military, wouldnt give their customers their money back immediately and, not go after the perpetrator ( s ) that committed a felony??
Nonetheless, I really dont want to have to file criminal charges against USAA and XXXX XXXX however, I will if it comes to it. Please, CFPB, please open and investigation and, please regulate this app XXXX that these banks are pushing to consumers. This needs to stop immediately because Im sure, its still happening and USAA and XXXX and every other bank is doing absolutely nothing to prevent or stop it. The CFPB aims to makes rules governing consumer finance markets more effective and to create new rules when warranted. Its warranted! USAA, please refund my XXXX dollars that was stolen from my USAA checking account.
|
| 12/28/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
TO : XXXX XXXX CFO/CEO/AGENTS This constitutes an Official Notice in accordance with the Fair Debt Collection Practices Act and the Truth In Lending Act, that I hereby Dispute the debt in the above referenced account.
It has come to my attention that there may have been some accounting irregularities in this account which have adversely affected me. In reviewing the account, it has come to my attention that fraud and/or other violations of public policy may have occurred in the operation of this account, therefore, I will be conducting discovery to determine the true facts in this matter. This constitutes the exhaustion of my administrative remedy, in accordance with the Administrative Procedures Act, as concerns the above referenced matter.
This discovery process has been presented under Notarial Seal for the purpose of certifying the admissions, confessions and stipulations of the Parties, to create a public record thereof, via the issue and filing of an Administrative Declaratory Judgment, by Notarial Protest. Said Administrative Declaratory Judgment is issued under statutory authority and under the authority of the Secretary of State, acting as an agent of the Department of State, and carries the power and authority as if issued by the highest court in the land. Said Judgment constitutes res judicata, star decisis, collateral estoppel and judgment by estoppel.
Please take note that this discovery process has been served under Notarial Seal and valid subpoena establishing your mandatory obligation to timely respond and/or rebut the following, point by point and line by line, verified true, correct and complete, signed, sworn to and notarized in affidavit form and to provide certified copies of the requested documentation.
Please respond and/or rebut the following, point by point and line by line, in affidavit form, and provide documentary evidence to support your claim.
It has come to my attention that since XXXX, when Franklin D. Roosevelt took all of the gold and silver out of circulation, that we have no currency of value or substance with which to pay a debt. Our economic system operates on credit and debt. If we have no currency of value or substance in circulation today, then one must wonder, what did the Bank loan me? It is unlawful for the to bank loan me their credit.
So, what did this bank, agency or corporation, loan me?
What value/substance did the bank loan me?
Please provide the evidence that USAA FEDERAL SAVINGS BANK loaned me anything of value.
At the closing, I placed my signature on a Promissory Note which I gave to the company in the exchange. Said Promissory Note had no value prior to my placing my signature on it. Did it not? There are no other signatures on said Promissory Note, therefore, it was my signature that gave the value to the Promissory Note which I gave to the Bank in the exchange. Was it not?
Since XXXX the United States has operated upon the good faith and credit of the American people, not the good faith and credit of the Banking industry. Has it not? The government, including the government sanctioned corporations, institutions and banks, have no authority to create money. Only We the American people can create money. We the American people are the originators of the money and are therefore the Creditors.
Are we not?
When I placed my signature on the Promissory Note, giving value to the Note, I was the originator of the funds and, therefore, the Creditor of the transaction. Am I not?
California Code section 1707.01 ( b ), and other similar state codes, define a Promissory Note as a security. Title 12 section 1813 ( L ) ( 1 ) states that when one deposits a Promissory Note it becomes a cash item. California Code at section 1707.261 states that I have a right to restitution and rescission if the bank sells an unregistered security.
It has come to my attention that the Promissory Note which I executed is an unregistered security and that it may have been sold, traded or assigned in violation of state statutes.
Please provide me with a certified copy, front and back, of the original Promissory Note which I signed and presented to the company in this transaction and the lawful authority which authorized the Bank to engage in the sale of an unregistered Security, in this transaction. Your failure to provide me with documentary evidence of the lawful authority shall constitute your stipulation that no lawful authority exists and your tacit confession to the unlawful sale of an unregistered security in violation of state statute.
It has also come to my attention that shortly after the closing that the Bank deposited said Promissory Note as a cash item and ledgered said Note as a liability in the banks Payables Account and identified ME as the Creditor in the account. Did they not?
It is also my understanding that the company, in accordance with GAAP, ledgered the debt, as an asset in the companys Receivables Account and identified ME as the debtor in the account. Did they not?
It is further my understanding that because I failed to see through the banks carefully designed illusion and instruct the bank to make the financial adjustments to XXXX the account in the set-off, the bank posted their liability/my asset in their Payables Account as an off-balance sheet entry and after a period of time the funds were claimed as abandoned funds. Were they not?
It is also my understanding that the international accounting system called Basel II and/or Basel III have been fully implemented ; that off-balance sheet accounting is unlawful, and that all banks and lending institutions must be in compliance therewith. Are they not?
Please provide documentary evidence that you are Basel II & III compliant.
UCC 3-104 ( a ) & ( c ) and UCC 105 ( a ) ( c ) makes it clear that I was the Issuer, Drawer, Maker of the Note that I executed, giving it value, at the closing, while UCC 8-102 ( 12 ), ( 15 ), ( 9 ) and UCC 8-105 leaves no doubt that I am the holder of the entitlement right to the funds. I am the Creditor and entitlement holder with the authority to issue Entitlement Orders as concerns this transaction and/or this account. Am I not?
The Bank registered the debt but did not register the Note, therefore, the Note is an unregistered security in accordance with the UCC and International Banking Law. Is it not?
Please provide me certified copies of the accounting of the Promissory Note that I executed at the closing, to wit : The Accounts Receivables and Accounts Payables ledgers of this Promissory Note.
Please provide me a certified copy, front and back, of the original Promissory Note as well as all assignments of the Note.
I request, in the nature of a Demand in Recoupment, that the company merge the Accounts Payables with the Accounts Receivables Account to XXXX the account in accordance with GAAP and Public Policy and/or provide me with documentary evidence that authorizes the companies to conceal said funds for the purpose of dispossessing me of said funds. Your failure herein shall constitute your admission that no valid authority exists and that the companys operation of this account is unlawful and fraudulent.
Your failure to timely respond and/or rebut the foregoing, point by point and line by line, in Affidavit form, shall constitute your admission and stipulation to the stated claims and establish the evidence as a matter of fact. Your failure to respond, a partial response, or a non-responsive response shall constitute a dishonor and your agreement and stipulation to the facts as set forth herein. Your failure to respond in affidavit form, signed, sworn to and notarized and/or your failure to provide certified copies of the requested documentation shall constitute you a dishonor and shall result in the issue of a Declaratory Judgment, by Default, certifying the stipulation and agreement of the Parties. Said Declaratory judgment, by Notarial Protest is as bringing on the Parties and their privies as if issued by the highest court in the land and constitutes res judicata, star decisis and an estoppel.
Respondents failure to respond shall constitute your agreement that the process is free of error and/or omission, lawful or otherwise, having had the opportunity to respond and provide documentary evidence in affidavit form, and choosing to demur and stipulate to the facts as set forth by Claimant creating a binding contract between the Parties.
Your dishonor constitutes an estoppel and your voluntary waiver of all rights and remedies that may otherwise exist and your agreement to confess judgment in this matter.
Executed this XX/XX/XXXX.
`by : XXXX XXXX XXXX AUTHORIZED REPRESENTATIVE
|
| 12/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I opened a checking and savings account with USAA in late XXXX or early XX/XX/2019. I began transferring my funds from XXXX XXXX XXXX XXXX XXXX XXXX. I set up direct deposits from my income sources to USAA Savings Bank ( USAA ). During the day of XX/XX/XXXX, I began setting up online auto bill pay to institutions whom I owe debts. While setting up those payments, I had a slight problem with one or two of the recurring payment set up 's. It appeared those payments might be paid twice on the same dates, so they appeared to be rejected and I was unable to correct them without deleting the entire payment first. I left the set up and planned to call USAA the next day to discuss the bill pay and what to do about the issue. On XX/XX/XXXX, I spoke with a banking representative about the bill pay issue. We resolved that I would go back online and delete the accounts and re-enter them and if further problems occurred call USAA back for further help. At the end of this discussion I inquired to the representative about International Wire Transfers due to the fact there was no information in the online banking tools to describe this procedure, and I explained that in the near future I would have to make an international wire transfer. The representative switched me over to the department that handles international wire transfers. When speaking with the representative in the department I inquired about a wire transfer to the country of XXXX. He responded that when I am ready to make a transfer there, just call back and it can be set up and sent, but that it can only be set up at the time a person is ready to make the transfer. I left the conversation satisfied and we ended the call. Later that evening I recognized an email from XXXX canceling an online order I had previously made earlier that day with them using my VISA debit/credit card from USAA. I was baffled and confused by the email, knowing that I had the funds in my checking account to cover the amount of the order. I immediately when online to my USAA account and was unable to enter the account due to security reasons. This incident was very upsetting, and I had to wait through the night wondering why my accounts were frozen.
On XX/XX/XXXX, early morning, I called USAA and after verifying my identity understood that my phone number had been automatically routed to the Security Fraud Department ( SFD ) at USAA. I spoke with a woman security agent whose name I do not remember. I asked her why I was routed there and what was going on with my account that it was frozen for security reasons. To the best of my recollection She told me that I must have made a mistake made a mistake while setting up my bill pay. I responded yes, I might have but spoke with a representative and thought the issue was resolved during my conversation with banking rep. I told her also that I am skeptical about the reason she gave me as to why my accounts are frozen. I exclaimed that online bill pay is a tool component of my account and setting them up and even making a mistake should not be a reason to freeze my accounts. I went further to say that I believe my accounts were frozen due to my inquiry into an international wire transfer to XXXX. She responded " tell me about that. '' I told here then that I will need to make wire transfers to XXXX for airline tickets for my immigrant wife to join me here in the United States. She asked " how much would I be sending. '' I told her that I don't know. I'll know when I find out the price of the tickets through the airline booking. She then asked me " how long '' I'd been married to my wife. I thought the question was inappropriate and the discussion went down hill from there. I thought I was being more harassed and made to feel like a criminal with my own money. In anger, I told them to give me the physical address to their bank so that I could go and immediately close my accounts. She gave me the address, but I recognized in hind site that was not a good idea to have to close my accounts after setting up direct deposit that would take up to two months to close. The call ended with no resolution or reason given by the SFD exactly why my accounts were frozen.
I called by to the USAA and although I was routed bank to the security department, I was passed on to the Executive Resolutions Team ( ERT ) where I spoke with an XXXX named XXXX. At that time she told me that USAA reserves the right to close a members account at any time for any reason. Further, she said that it can take of to 60 days for my funds to be returned to me ( I think ) while an 72 hour investigation by the SFD is in progress. I was in complete shock to what was going on and demanded that my funds be released immediately. In short all XXXX could do was to " request '' my funds be released sooner, and without any definitive time frame when my funds could be released. Again I was in shock. I had no control at this time and even currently today on XX/XX/XXXX of my legitimate funds being held in frozen accounts.
On XX/XX/XXXX, I called USAA and spoke with XXXX another member on the ERT. XXXX empathized and understood my concerns and promised to look into the matter and said someone would call me the following day.
On XX/XX/XXXX, I received a call from XXXX of the ERT. He stated he tried to call me on the XXXX, but for some reason he could not get through. I explained to XXXX what I thought was the reason I my accounts were frozen. I told him the wholes story and the reasons I needed to make an international wire transfer to XXXX. I explained the stress and distress this issue was causing me as I also explained to XXXX on the XXXX. He empathized and understood and told me that he would submit a request to the Security Fraud Depart. ( SFD ) to re-look at the issue and resolve in my favor. To my recollection he would call me back the following day.
On XX/XX/XXXX, and late in the afternoon, because I had not gotten a call from the ERT, I called and spoke with XXXX. Again I told him the same story as I did previously with XXXX, XXXX and XXXX. XXXX empathized, agreed and understood my side of the story and told me to call on Monday believing the case would be resolved.
On Monday XX/XX/XXXX, I called USAA and spoke with ERT 's XXXX. She looked through the notes and saw that request had been made to the SFD with no resolution or that my issue was still under investigation. With all of them, I was told that the investigation by SFD would take 72hrs. In concluding a lengthy conversation with XXXX as was done with the other three individualS and at the point of pleading with these individuals that I can not afford this happening it's been a week and my funds are frozen. I have obligations, I have to eat, travel and do business. It's a nightmare situation. I've done nothing wrong. That your SFD froze my accounts before even speaking with me about their concerns. On and on how this situation my ruin my credit if USAA holds my funds where I can not pay my bills or send for my wife and young son. XXXX said that she would escalate the issue to USAA 's Advocacy Team ( AT ). I was told that someone would be calling me by Wednesday the XXXX to discuss my side of the story. I told her to tell them to listen to the call recordings of my conversation with the woman at SFD and how she treated me with disrespect and as if I were a criminal just for making an inquiry into an international wire transfer. The call ended with XXXX and Wednesday came and went with no call from USAA 's AT.
On XX/XX/XXXX, because I did not receive a call from USAA 's AT. I called and spoke with XXXX of the ERT. She said that by now SFD must have found what they think is an actual fraud on my part. That because this has taken or has gone to this point their must be something there. I disagreed and stated to her and which I believe that USAA 's SFD is covering their XXXX XXXX because there is nothing fraudulent that I've done, they ( SFD ) are wrong. I explained my entire story to XXXX. My living in XXXX for 20 months and marrying my wife. I told her that I could send correspondence from me to the U.S. Embassy in XXXX dealing with my wife immigrating to the US and that process is weeks from being complete and that would confirm why I need to transfer funds. I explained how I get paid and all direct deposits come from US DoT. At the end of another lengthy discussion where I spill my entire life story to my bank. XXXX tells me to wait another 48hrs. for the SFD to look at the case more.
This issue is still ongoing without resolution.
|
| 10/19/2017 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
I recently purchased a home and shopped around for home insurance quotes. I eventually spoke to USAA and had a long conversation with a representative that quoted me a great price on home owners insurance if i bundled other products together. After a very lengthy conversation, I agreed to sign up for home owners insurance, auto insurance, a small personal value insurance and finally a savings account. While setting up the account, i expressed concerns about the lack of " brick and mortar '' establishments and I was told that i could do everything online or over the phone. I accepted and agreed to them creating the account. At no point whatsoever was there any discussion about identity verification. This occurred approximately XXXX XXXX.
About a month after opening the account, USAA solicited me for a credit card account via email. Up to this point, I was happy with their product so I applied. After applying, I received an email asking for a front and back copy of my SSN ( social security number ) card. I called and explained that I was uncomfortable with this as i have had ID theft issues in the past. I was told they could not extend the credit without it and I was fine with that. The letter had a 10 day deadline so I asked what would happen then and was told they would close the application.
Roughly 2 weeks after the above contact, I tried to login to my online banking and was locked out. I called USAA and was automatically transferred to the security department. I attempted to get my account unlocked and was told they would not do so unless I gave them a copy of my SSN card. They stated that they were required to do so by the US Government due to the patriot act. I asked where in the patriot act this was addressed and they refused to answer. I explained that locking access to my account not only blocked my ability to use my savings, but also all of my other products. I also advised them that they were accepting money from me for my auto insurance and my home insurance was prepaid for a year, yet i could not use them. I was repeatedly told it was due to the privacy act and no matter how many times i asked, I was not allowed to speak to another department. After countless hours, I gave up.
Shortly after the above contact, I need to rent a trailer to transport a large purchase home. While my wife and kids were waiting in the car, I started the paperwork and was asked for my insurance information. I could not get it online, so I called USAA. I was again routed to the same department and they refused to give me any information until I supplied them my SSN card. I advised that I already paid for the service and they effectively were holding me XXXX. After [ literally ] hours on the phone I gave up and called back to establish new insurance. I spoke to a new gentlemen whom ; after hearing about my circumstance, placed me on hold. After another lengthy hold, he came back and gave me my member number and said thats all he could get. I asked if this was my insurance number and he said close enough. At this point, my children were very upset and i had reached what I thought was my maximum frustration level.
I called back at a later date to talk to USAA and once again my call was directly intercepted and passed to the security team. I explained to a representative the circumstances and they promised to try to help. unfortunately, I had a call that I had to take and asked for a call back number to finish our conversation. I was supplied a direct number and told that this typically does not occur. I called the number back at a later time that day and discovered that it was not a direct number, but a local number to their call center. The person that called asked if it was an emergency after I asked to speak to the representative and I explained that it was a business call. I was placed on hold and the line disconnected. I called back and another person answered and was very rude. She advised me that i was not allowed to call this number and that she could refer the call to the police. I advised her that I would have no problem with that as I would love a written police report detailing as such and she backed off of her threat. I was finally transferred to the original representative and explained that I was very upset at how that call progressed. She apologized and told me that even though she should n't she would unlock my account. I thought this was the end of this.
For months, I was able to use my account and I had not issues. Randomly, about 1.5 months ago my account accessed was once again locked out. I also got a letter that stated that my auto insurance was delinquent and that I had to make a payment immediately or it would be cancelled. I was confused as this account was setup for auto billing and there was plenty of money in my account. I called to try and figure this out and was again transferred to the security team. Once again, I was told that I was required to supply my SSN card or I could not access my account or even speak to the insurance department due to the patriot act. I told them my concerns as well as the fact that I read the patriot act and there was no reference to insurance providers. I explained that I was taking a road with my wife and children and wanted to insure that I was covered. I was told to supply the SSN or nothing would occur. This was one of many conversations that I devoted hours towards. I was never able to confirm if I had insurance and had to go on a road trip with my wife ( and young children ) with this uncertainty hanging over me.
Upon return from my trip, I again started to reach a resolution with USAA. I called and was finally given a number to the " office of the president/CEO '' and was told they could help. I called over there and spoke to someone that stated they needed to transfer me. I asked that they did not transfer me as I keep reaching the same department and they wont help. I was transferred anyway and sent back to the security team. the security team transferred me to another department. These calls and transfers occurred over a 30 minute period. After my final transfer, I asked if the call was being recorded and was told yes. i advised that i lived in NH and this was a dual party consent state and that this was an issue. There was no response to this complaint either. Over the next week, I probably invested over 10 hours into this issue.
I continued to call back and escalated a call to a supervisor named XXXX. I explained the situation and XXXX kept referring to policies and refused to answer. He kept being coy with his answers and refused to try and assist. He would repeat himself over and over even if the response had nothing to do with my question. I repeatedly asked him to stop and he refused. This was the most abusive call i have ever had to deal with in a professional capacity. I asked for his manager and he told me his job was to take the call and not pass it no matter what. He also told me that no one higher than him would speak to me but deferred to other departments when i explained my issue. I told him that if i was given information up front about this false and deceptive policy, I would never have moved my account over. I also told him this issue never occurred until i responded to an unsolicited email asking for a credit card application and that this is not due to policy as my wife is on the account and has not been locked out. Finally after about three hours I advised him that i was recording the call and that I was going to file a compliant. His attitude changed [ slightly ] and he said he would escalate this for a call back from a manager and that I should hear from them in a week. That call never occurred.
I also think that USAA/XXXX decided to retaliate for my complaint calls as the lone thing that actually worked on my account was my ATM card. I took my kids to the fair and attempted to withdrawal money only to be met with an " ineligible account '' error. This caused me to have to use another account ( multiple times due to the small ATM limit ) that does not have ATM fee forgiveness. So after all of the above, they also caused me to incur undue fees. The reason that I say this is retaliatory, is that my wife 's account ( that i established at her request and who has never supplied ID documents ) account is still active.
I also plan to file this same compliant for each individual product as this is not isolated to just my savings account.
|
| 12/26/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
- Confusing or misleading advertising or marketing
|
|
Web |
|
|
USSA deliberately lied and misled their customers who had home equity loans from as early as XXXX up to the present. Some time in XXXX they decided to stop writing these loans. That meant once the loan term expired the entire principal needed to be paid off. With the HELOC loans that only required an interest only payment, like mine, that meant almost the entire loan balance might be due by the end of the loan term. XXXX XXXX XXXX loan was for 20 years with a {$150000.00} line of credit. Here 's what they did and didn't do to cause me serious concerns about being able to keep my house.
At some point in time after XXXX, I called USAA because I wanted to redo my loan agreement by increasing the credit line slightly and lengthen the term. I was told they weren't able to do that because they weren't writing anymore of these loans at this time. However I was also told by the same USAA equity loan employee that they expected to start writing these again within a year. When I called back again a couple years later, I was informed that they still weren't writing these loans but were still working on being able to do that soon. So getting closer to my due date in XX/XX/XXXX, I called again to try and redo my current home equity loan and was told that there were some new banking regulation issues they were still working on so these loans weren't available yet. At that point I knew they were lying to me because there were no new banking laws of significance that passed Congress that any lawyer who worked with banking laws couldn't resolve within a week. On another call on XXXX XXXX, I was told by a person named XXXX at USSA that they weren't writing anymore of these loans and there was no indication USSA was even thinking about doing that. What XXXX told me was confirmed by a person I got transferred to in their Consumer Complaints department who took down my complaint. They weren't writing anymore of these loans. No knowledge or expectations that they would write these loans again is what I was told at that time. Then just today XXXX, I spoke with another person in their Home Loan division who told me USAA in XXXX intended to write these loans again but then XXXX intervened and delayed their plans but now it's back on track once they get a new system set up. This conversation made me remember that I heard someone else tell me about them needing to set up a new system years ago. The lies kept changing and nothing ever got done. I think it only took several months for the US government to set up an entire system to handle the Affordable Care Act even though it took a short while longer to fix all the bugs in the system.
So here 's how XXXX 's deceptions over about XXXX years may impact me. I am XXXX years older now and may face age discrimination in getting a new loan even though that is prohibited by law. More importantly my income isn't as high as it once was when I first asked them to redo my current home equity loan although my property has greatly increased in value so the money I still owe on this loan is less than a third of the total home value. Also with USAA I have never missed a single loan payment even during the Great Recession ( XXXX ) period and during the XXXX epidemic. Because interest rates remained relatively low during this entire period until recently there was no real incentive for me to make principal payments although I sometimes did that. It's important to keep in mind that my Home Equity Loan was always a first loan and not a second. And during the past XXXX years and likely all along, USAA has made it impossible to pay more than the minimum due on these loans using their automated system. And when I called this to their attention it was never fixed. I use automated systems to pay almost all my bills and have for years and USAA is THE only company financial or other that doesn't allow a customer to specify a payment amount. Yes, they allow for phone payments to be made for free through a representative, but that takes more time.
I would also like to add that at no time did USAA inform me in writing or via email that they had stopped making Home Equity loans or if they were working on doing that again. Yet, for years they had all their home equity loan agents misleading customers who must have contacted them for the same reasons I had. While it's very possible USAA considered writing home equity loans again, they must not be allowed to claim they still could be considering this XXXX years later while misleading their customers all that time with varying reasons for not having done that yet. If they weren't going to be able to write these loans in about XXXX to XXXX years into the future, they should have told their customers they weren't writing these loans anymore and there was no serious timetable to ever do so. Instead they chose to string customers like me along for about 8 years hoping to hang onto and profit from these loans until the loans expired. Or maybe stringing their customers along like me until their loans expired were more beneficial to them because these loans were packaged and sold to others.
All the reasons they gave me for not having restarted their home equity loan program were all misleading and false. First it doesn't take very long to update their operation to handle new banking regulations plus there hasn't been a major update to those regs in at least 10 years. As to needing to implement a new system that is false too. They already still have a system in place handling all their home equity loans that were written before they decided not to write anymore in XXXX. And they also have a working system in place handling all their other mortgage loans too. All these systems are updated all the time as normal routine updating. Whatever work they still need done from their IT department is not a job that takes 8 years to complete. That's total nonsense. The system they already have in place could still be used to renew or extend my current loan but they refused to do that.
Because of the situation they placed me in by misleading me for all these years and with interest rates still very high but expected to drop as many as XXXX times next year, I am requesting this immediate relief.
1. USSA must be ordered to extend my current home equity loan for another full year. During that time I will seek another mortgage loan at better interest rates. I will also continue to pay all my taxes and insurance has I have done in the past.
2. In the alternative, they can write me a new conventional mortgage that remains fixed for 5 years with a rate at or lower then 5.5 %. I would agree to pay minimal closing costs that total no higher than {$2500.00}. If mortgage interests rates drop below XXXX within the XXXX year period, they will refi my loan to the lowest rate with no costs or penalties. The new loan can be paid off at any time with no penalty.
3. They must be ordered to retain all their digital and other records relating to this issue with me and all their other customers with the same home equity loan as mine from XXXX to the present including the names and customer communication records of all of their XXXX XXXX personnel during this period who handled these accounts.
4. I may be asking for other equitable relief that is fair and just for the potential added costs they have caused me because of all their falsehoods.
To date their Customer Service Department and " Can't help me '', XXXX who was handling my complaint on XX/XX/XXXX, have failed to address my complaint and I have been unable to talk to her because she never answers her phone and when she calls me back, it's always been on an unidentified phone number and I rarely answer those calls. From the emails she's sent me this company doesn't fully understand the complaint and never addressed their blatant fraud because I would have considered paying closing costs if they had presented me with a viable option that took into account their 8 years of deliberate fraud. Instead they ONLY expect to come out whole with more profit.
In conclusion USSA has been allowed to engage in an XXXX long fraud against their Home Equity customers like myself that must be addressed by them or adjudicated in the legal system. I hope your agency can resolve this problem for me and many others. If not, I am prepared to litigate for myself or as a class action plaintiff.
|
| 11/24/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I contacted USAA via click-to-chat on XXXX XX/XX/2019 to report fraudulent charges on my USAA XXXX XXXX credit card and USAA Platinum Visa credit card. I asked the agent that I was connected to, if it was possible for me to send documents to USAA in order to report fraudulent transactions, and I was informed that it needed to be submitted with a customer service representative.
I reported 32 transactions as fraudulent charges for the XXXX XXXX credit card to the agent. The total amount was {$24000.00} for the 32 transactions. I also reported 27 transactions as fraudulent charges for the Platinum Visa credit card. The total amount was {$25000.00} for the 27 transactions. Once I was done with reporting all fraudulently charged transactions on both credit cards, I was advised by the customer service representative that there would be updates in 5-7 calendar days about the reported transactions.
8 days after the day XXXX filed the fraud claim, when I contacted USAA via click-to-chat to be updated on the reported transactions on XXXX XX/XX/2019, I was informed by the customer service representative whom I was connected to on XXXX XXXX that the fraud claims from XXXX XX/XX/2019 were not filed correctly. I learned that the previous agent who initially filed the claims on XXXX XX/XX/2019 filed them under an XXXX. I was also informed that the claims needed to be files under a XXXX XXXX. The customer service representative apologized for the mishandling of the fraud claims and started to correct and file the claims properly. However, the chat session was disconnected while the agent was working to file all charges correctly.
I made an attempt to be reconnected to the agent who worked to file the claims correctly to ensure all reported transactions which were initially filed on XXXX XX/XX/2019, however I was connected another customer service representative. I explained the situation to the agent and was informed that the agent worked to fix the problem with the claims was be able to successfully complete fixing and filing the all transactions correctly even though the chat session was disconnected.
I contacted USAA via click-to-chat once more again on XXXX XX/XX/2019 to confirm that the 32 transactions for the XXXX XXXX credit card and the 27 transactions for the Platinum Visa credit card were all included and properly filed. However, agent was not able to tell me if all those transactions were included.
On XXXX XX/XX/2019, I noticed that 5 temporary credits were issued to the XXXX XXXX credit card account on XXXX XX/XX/2019. The total amount of the 5 temporary credits was {$18000.00}. I also noticed that 7 different temporary credits were issued to Platinum Vias credit card account. The total amount of the 7 temporary credits was {$23000.00}. I was not be able to tell how I was issued those temporary credits because of difference between the number of transactions I filed as fraudulent charges and the number of temporary credits issued to the two credit card accounts, and because of difference between the total amount for filed transactions and the total amount of issued temporary credits.
I contacted USAA via click-to-chat and phone call on XXXX XX/XX/2019 and requested USAA to itemize the issued temporary credits by each transactions I filed on XXXX XX/XX/2019 for me to be able to identify the differences between the total amount I filed and the total issued temporary credits. I was given two case number for me to use to track the status on my issue with the issued temporary credits. XXXX was the issued case number for the XXXX XXXX credit card, and XXXX was the issued case number for the Platinum Visa credit card.
I contacted USAA on XXXX XX/XX/2019 via click-to-chat to be updated on cases that the two case numbers were assigned, however customer service representative I was connected to, was not able to provide any updates because the representative was not able to find the case numbers.
Between XXXX XXXX and XXXX XX/XX/2019, I received two letters from USAA requested me to verify reported fraudulent transactions and sign the letter as I confirmed listed transactions on the letter were not made by me. They also asked me to list any transactions if I want to add as fraudulent transactions. Transactions were listed on the letters were shown same as the temporary credits were issued on XXXX XX/XX/2019. The listed transactions on the letters did not match most of transactions I initially filed on XXXX XX/XX/2019. I listed every transaction I filed on the letters for USAA to identify all filed transactions correctly by amount and merchant name and to investigate my claims correctly, signed and sent them to USAA.
As there wasn't any update and response from USAA, I contacted USAA via click-to-chat and submit a request to fraud team to provide documents as to how they came up with the temporary credits which were issued on XXXX XX/XX/2019. I was advised the request was submitted and turnaround time was 3-5 calendar days. However, I have not received any response about the request from USAA or fraud team yet.
I submitted a complaint to CFPB against USAA on XXXX XX/XX/2019 about the issue addressed above, and I received a response from USAA on XXXX XX/XX/2019. USAA stated that I chatted with USAA to ask for an update on my claims and the chat was disconnected while the representative was reviewing the claim on XXXX XX/XX/2019. To be correct, it was XXXX XX/XX/2019 when I contacted to USAA to be updated on the claims. Also, the chat session was disconnected while the customer service representative was fixing the claims which were incorrectly filed initially on XXXX XX/XX/2019. USAA also started that I contacted USAA on XXXX XX/XX/2019 and was correctly advised that all transactions were included. That is not true. I made multiple attempts to ensure USAA identified all transactions I reported and include them in its investigation. However, I have never properly advised that USAA identified all transactions correctly and include all transactions, and USAA never responded to my request as to how I was issued the temporary credits.
USAA also stated investigated my claim multiple times, came to same conclusion that all reported transactions were not fraudulent charges and reversed all issued temporary credits from the accounts which took place on XXXX XX/XX/2019.
It seems that USAA completed investigations on my fraud claims before XXXX XX/XX/2019 as the temporary credits were reversed on XXXX XX/XX/2019. According to Fair Credit Billing Act, I must be told promptly and in writing how much I owe and why if USAA determined that my claims were not fraudulent charges. I learned that USAA completed the investigation and determined that I am responsible for transactions I filed as fraud on XXXX XX/XX/2019 from USAA 's response to my compliant submitted to CFPB. I contacted and talked to an agent over the phone and requested for the result of the investigation on my claims in writing how much I own and why for every transaction I filed on XXXX XX/XX/2019. I was advised that turnaround time would be 5-7 calendar days. However, I have not received any letter or document from USAA yet. Between XXXX XXXX and XXXX XXXX, I tried to contact a fraud specialist whom I believe as the initial fraud specialist ( XXXX ) assigned for my claims to obtain the result of the investigation multiple times and left voice messages. I have not received any response from the agent. I tried to contact the addressed point of contact ( XXXX ) in USAA response to my complaint through CFPB, left voice message and requested a return phone call, but I have not received any response.
USAA failed to acknowledge my fraud claims correctly, USAA failed to respond to my request of documents regards my claims, USAA failed to promptly notify me of the result of the investigation in writing and USAA failed to provide me the result of the investigation at request.
I never provided my credit card numbers to all merchants listed for the transactions I filed as fraudulent charges. All those merchants appeared to be connected, worked for an unlicensed online casino I had used in the past and charged the two credit cards illegally.
|
| 10/23/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
RE : Member ID XXXX Consumer Lending and UDAAP Violations.
My USAA Member is XXXX, and I was the victim of identity theft. In response to this identity theft and fraudulent activity, USAA took adverse action which affected all my accounts held with USAA. This included 3 credit card accounts, a checking and savings account, auto and renters insurance, my auto loan, and a certificate of deposit account.
In a response dated XX/XX/XXXX, XXXX to my OCC complaint USAA states a thorough review of my accounts was completes and the investigation confirmed I was not a victim of identity theft or account takeover. I have repeatedly requested the associated documents used by USAA to determine the outcome and prove their belief I was not a victim of identity theft and no fraud was committed, despite a year prior investigating and confirming I was the victim of identity theft and refunded the associated charges.
In their reply, USAA states they were beyond the timeframe allowed to rever the charges previously credited and would not hold me liable for the transactions. Yet, USAA did hold me liable for the charges and reversed all previously credited transactions. USAA states on XX/XX/XXXX credits totaling {$5900.00} were credited to my XXXX and {$1300.00} was credited to my Visa. These totals, however, do not represent the total of fraudulent charges or billing errors reported, which USAA has held me liable.
This reversal of previously credited transactions which were final, the failure to recredit the full amount of reversed transactions, failure to fully and adequately investigate billing disputes, and refusal to provide all documentation associated with the reported identity theft are clear violations of FCBPA, regulation Z, UDAAP, the member agreement as well as additional federal and state regulations.
USAA further states on XX/XX/XXXX, an ACH transaction for {$4000.00} posted to my checking account. On XX/XX/XXXX, my checking account was closed, and the remaining balance was mailed to in the form of an official check. On XX/XX/XXXX, I provided the XXXX a Written Statement of Unauthorized Debits for the {$4000.00} transaction. The XXXX states it sent a letter advising that while we researched the dispute, a provisional credit of {$4000.00} was posted to my account. The letter stated if the dispute is resolved my your favor, the temporary credit will become permanent. If the dispute is not resolved in my favor, Id be notified before the credit was reversed. The XXXX claims another letter was sent advising me that my account would be temporarily opened to allow access to the {$4000.00}. The XXXX states the letter advised me I can't make any transactions with the account, and it was only opened to allow me to claim the funds. On XX/XX/XXXX, an official check for {$4000.00} was mailed via XXXX XXXX to your address of record. The checking account was then closed.
In this response, USAA fails to address that as of XX/XX/XXXX my online and mobile account access was already restricted and my debit cards associated with my accounts had been canceled along with the accounts by USAA, without warning. As I was enrolled in paperless billing, notices, and statements any correspondence received from USAA was submitted on USAA.com which I was prevented from access.
Therefore, I never received the letter USAA states it provided, was never notified my account would be reopened, or notified I would be able to access these funds. Furthermore, as my online account access was removed I was unable to log onto usaa.com to transfer the funds elsewhere and I was never provided with checks to this account to access the funds without occurring additional costs and limitations. USAA proceeded to close, reopen, and then once again close my checking account and closed the account without my knowledge or permission. This is an illegal practice USAA has been found USAA guilty of committing by federal regulators. In XXXX and XXXX USAA has faced several consent orders and hundreds of millions of dollars in fines, as well as having their rating lowered to needs improvement. This represents just another member USAA has taken predatory, abusive, illegal, and adverse actions towards.
USAA further claims the decision to no longer do business with me was upheld per USAA 's policy that affects members who do not meet certain obligations. To the extent allowed by law, the XXXX business policy prohibits USAA and affiliates from doing business with a member when unacceptable behavior and activity occurs. When this basic principle is compromised, the XXXX removes access to view accounts on usaa.com and mobile.usaa.com. USAA continues to claim account information is available by mail or telephone.
This response by USAA makes a general and broad accusation, as well as claims which do not match up with the documented timeline or legal requirements. While to date continues refusing to identify what certain obligations are and which I failed to meet. They have also failed to explain what unacceptable behavior or activity I exhibited which led to the decision to no longer do business with me.
On XX/XX/XXXX on a call with XXXX XXXX at extension XXXX, informed me the single identity theft claim was repeatedly reentered by USAA agents attempting to correct the fraudulent transactions. This was most likely what caused my account restrictions and closures. He stated he would send a chain message to the associated managers explaining this and have it reinvestigated.
On a second call on XX/XX/XXXX, I spoke with XXXX in the office of the CEO who admitted he could see the investigator assigned to this case XXXX had not contacted me. He sent her an email and CCed her boss asking why she had not contacted me despite the many messages I had left for her.
He requested she contact me ASAP to answer questions.
On XX/XX/XXXX I spoke with XXXX, who kept stating USAA was protected from consumer grievances by regulation Z. I asked her for more details about regulation Z, but she was unable to provide any additional information. XXXX stated it was in the credit card agreement. I asked where I could find it but she couldnt tell me where or what it stated. XXXX further stated she never received any of my previous voicemails, the messages sent by multiple previous USAA agents, or managers. She even denied receiving the messages, previously verified having been sent by XXXX XXXX, XXXX or XXXX in the CEOs office the previous days. She denied any knowledge of my verbal and written requests for documentation related to my identity theft claim and investigation.
Claiming she was even unaware of the complaints Id made with federal regulators. Upon demanding to speak with her manager, she denied my request and refused to provide her manager XXXX XXXX contact information. XXXX stated USAA did not need to give me notice of anything, but she did confirm I followed all their instructions provided by USAA and credits for the fraudulent transactions issued then charged back and closed out. She was unable to provide any details regarding the improper activities I was accused of. Or the reason for all of my accounts being closed without notice. She further stated all other agents shouldnt have said I need to speak to her, they could have handled the other aspects and my funds not held This pattern of false, misleading, and abusive behavior has continued by USAA. Including further violations such as refusing to provide required documents, failure to provide loan original documents, account ledgers, refusing to provide statements, refusal to accept payments from external accounts, repossession and debt collection on debts in violation of FCBA laws, selling fraudulent debts resulting from reported identity theft to 3rd party debt collectors, negatively reporting accounts in default which resulted from reported identity theft, and more.
|
| 08/10/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
|
|
Web |
Servicemember |
|
Hello, My vehicle has in fact been delinquent. The crux of this complaint and incident is : to what extent was my vehicle delinquent on or about XX/XX/2023, when the consumer XXXX XXXX, further identified as " I '', called into the creditor, United States Automobile Association, further identified as " USAA '' to inquire about satisfying that debt.
On or about XX/XX/2023, I called USAA using my cell phone ( XXXX ) to inquire about bringing my vehicle current or as close to current as I could at the time. This was 5 days after I was paid for my employment, and bank records will show that I had the funds at this time to cure the delinquency with my account. While speaking with the USAA representative, I asked for an accounting of what was owed, not so I could duck out of paying it, but simply to be sure everything was accurate. At this time the representative that I spoke with was unable to reconcile the account and stated that after all of the math that she and I did together, she could not explain the amount requested. She put in a request to the business line to get some more clarification on the amount of the debt. Unfortunately, that call was disconnected and we ( USAA and I ) were not about to resolve the debt on that call. I was under the impression that there would be some reasonable attempt to contact me after the call was dropped and at the very least USAA would take a good faith effort in trying to confirm or explain the debt.
On or about XX/XX/2023, USAA called me ( XXXX ) at XXXXXXXX XXXX XXXXXXXX, and thereafter a 41-minute phone call full of emotions ensued. I was told first that my vehicle was out for active repossession. I asked how that could be when no one has responded to my request for a full accounting following the XX/XX/XXXX phone call. I was placed on hold for an exorbitant amount of time but was then forwarded to XXXX in the internal escalations team due to the fact that I had allegations of violations of the FDCPA ( 15 U.S.C. 1692d, 1692e, 1692f, and 1692j ) ;. During the initial information verification portion of the call, XXXX asked me to confirm my address or location, and if I was still in possession of the vehicle. I commented, " is this an attempt to locate the vehicle so you can come and repossess it ''. XXXX stated that it wasn't and she commented " You will notice I did not ask if that is where the vehicle is ''. Please keep that exchange in mind. XXXX explained that an employee from the " Member Advocacy Team '', or something similar, would reach out to me within XXXX hours to either explain that the debt was correct or in any event simply present their findings. XXXX also ensured me on a recorded line, that there was a " Repossession Hold '' placed on my account until USAA could determine the validity of the debt, and that the hold would remain until I received some sort of information from the Member Advocacy Team.
On or about XX/XX/2023 ( Today ) I woke up to get get my family ready for the day, and upon exiting my home to take my children to school, came to realize my vehicle had been repossessed without a notification that the hold was lifted or a call from the Member Advocacy Team as ensured by XXXX. I called USAA ( XXXX ) and was highly agitated and communicated my unbelief that a major financial institution would make several representations about the process to me that was clearly 1. False, 2. Deceptive, 3. Unfair and definitionally unconscionable. The representative XXXX, or something similar, first stated that USAA had made a mistake and that he could see the hold on the account that should have prevented the repossession, but then after placing me on another 20-minute hold, told me that the repossession was deemed " valid '' immediately contradicting himself. I explained the situation to XXXX with no avail as that did not change the circumstances at all. XXXX stated that the Member Advocacy Team did do their investigation and when I posed the dichotomous options of 1. USAA misrepresented what they would do or 2. USAA represented what they would do yet did something else, he stated " it sounds like option number 2 ... ''. That call was ended by me due to work commitments.
I then called USAA ( XXXX ) back at XXXXXXXX XXXX XXXX, and spoke with another collections employee whom I can not identify who told me that the full amount to redeem my vehicle at this time was {$2800.00}, and I asked her to explain this number and she stated that was my current arrerage plus a {$550.00} fee that USAA was assessed due to the repossession that was supposed to be put on hold. I asked to speak again with the internal collections team and surprisingly was connected with XXXX the same agent who told me about the callback I was supposed to receive, and the hold that she placed on the account. I explained to her my extreme situation and my complete and utter disgust at the actions and treatment of myself a XXXX USAA customer XXXX a combat veteran, and a single father of three. She explained to me on a recorded line that she did in fact place the repossession on hold and it was not supposed to be picked up while that hold was on. I explained to her that XXXX told me that was not the case, XXXX in fact stated that the review had been completed and my vehicle was actively taken off the hold status, and again that the tow was deemed " valid ''. She assured me that this was not correct and that " all levels ' of management were now involved due to the repossession taking place with the hold on the account. I asked her did she at least see my position and the confusion that might accompany it when I am told by her that the hold is still on but told by XXXX that there was no hold any longer.
My greatest concern is that I mentioned Bankruptcy on the call on XX/XX/2023, more than once. And the actions of USAA since that call would lead any reasonable person to believe that they actively misrepresented the collections process so that they would be able to repossess the vehicle rather than deal with or be subject to the automatic stay that a bankruptcy filing would trigger. From the actions of USAA on XX/XX/2023, XX/XX/2023, and XX/XX/2023, it is clear that these steps were not taken in good faith and there as a matter of doctrine and policy, there was no duty for USAA to act in a manner that was fair, and not deceptive in accordance with the FDCPA ( 15 U.S.C. 1692d, 1692e, 1692f, and 1692j ) ;.
I will conclude with this : I am sure you hear sob stories like these daily. And from the perspective of USAA this is just another bottom-feeder attempting to squeeze more value out of USAA without keeping up my end of the contractual bargain. But if that is your assessment of what this incident means to me now, that would insurmountable miscalculation. This is the first step in a marathon of legal action ( XXXX, Congress, the Senate, XXXX, and up to direct litigation in a Federal Venue ) that I am preparing to take to reclaim my sense of dignity.
All the events in this narrative are true to the very best of my knowledge and I will be willing to be deposed or testify based on it.
EXPOSURE : This case can be resolved at the very lowest of levels. I am not currently asking for any damage for clear violations of the FDCPA or any other type of Federal, State, or Local statutes. Not only does this matter not pass the smell test, but it would also be highly irresponsible, monetarily speaking, to not work with me on getting current. With this being said, my demands below are as of today.
1. to remove the repossession fee of {$550.00}, 2. remove all fees associated with the current delinquency, and 3. allow me to bring my account back under 30 days delinquent by making a payment to USAA.
Your immediate attention is required, please conduct yourself accordingly.
Very Respectfully, XXXX XXXX XXXX
|
| 02/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
Four fraudulent charges were made under credit card number XXXX ( last four digits ) from XX/XX/XXXX to XX/XX/XXXX, totaling {$370.00} as shown on hardcopy closing statement date of XX/XX/XXXX. I disputed the those four ( Plus an additional 20 fraudulent transactions as shown on online open account ) via USAA.com on XX/XX/XXXX and called USAA on XX/XX/XXXX where USAA assured me that they will look into or take care of the fraudulent charges and postal mail a new credit card. A total of 27 fraudulent charges appeared on hardcopy closing statement date of XX/XX/XXXX where the charges were used under credit card number XXXX for a total of {$1800.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). The hardcopy closing statement date of XX/XX/XXXX is under the new credit card number XXXX. I disputed the fraudulent charges made under card XXXX via USAA.com on XX/XX/XXXX. Thus far, the total 31 fraudulent charges are {$2200.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX ( the transaction dates are under card XXXX ). On XX/XX/XXXX, I paid for only the valid charges ( this means legitimate transactions that I made ) that were on my previous statements. On XX/XX/XXXX, I calculated {$1400.00} of the fraudulent charges were credited ( taken off of billing ) by USAA therefore my calculations of {$780.00} of the fraudulent charges remained on the account. On every statement since then, USAA kept the fraudulent charges on the account and charged ( added ) interest rates. I paid for all valid charges on each statement. On XX/XX/XXXX, at USAAs request for fraud security, I called them and found out that someone fraudulently charged my credit card number XXXX in the amount of {$140.00}. The amount was not added to my billing so it is not an issue. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not keep all of the records of phone calls or live chats that I made with USAA in XXXX since in my 27 years with them, I believed that they would resolve amicably the fraudulent charges that I reported near the beginning of the year. On XX/XX/XXXX, I was given cash reward redemption of {$220.00} ( online ) which USAA did not compute fully on hardcopy closing statement date of XX/XX/XXXX and which I believe should not pay for fraud and interest. On XX/XX/XXXX, I postal mailed a certified letter/package ( attachment Letter to USAA XXXX.pdf ) to USAA Credit Card Services , XXXX. XXXX XXXX, XXXX XXXX, TX. I stopped using the credit card number XXXX on XX/XX/XXXX. I paid for the last valid charges of {$1200.00} on XX/XX/XXXX ( Note : I paid every valid charges for each monthly statement since the first fraudulent charges appeared in XXXX ). Due to an XX/XX/XXXX phone call I made with USAA, an USAAs representative mistakenly reported many transactions from closing statement date of XX/XX/XXXX as fraud. Therefore in the interim between closing statement dates of XX/XX/XXXX and XX/XX/XXXX, {$970.00} were re-billed to my credit card number XXXX ( Keep in mind that this part of {$970.00} was already paid out of my branch bankings { Not USAA } account as part of the {$1200.00} that I paid on XX/XX/XXXX for the XX/XX/XXXX closing statement date ). On XX/XX/XXXX phone call, I expressed my concerns to an USAAs representative. The representative, after reviewing the fraudulent charges from XX/XX/XXXX, then understood that {$970.00} should never be re-billed, and said that USAA actually owes me {$190.00}. Within a few days, I saw online that I owe USAA {$300.00} ( open account ), so I did a live chat with USAA on XX/XX/XXXX which turned out to be fruitless. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not activate card XXXX. The closing statement date of XX/XX/XXXX showed a new balance of {$230.00} that they claim I owe ( this is fraudulent charges from XX/XX/XXXX ). I did a live chat with USAA on XX/XX/XXXX where I learned something new : USAA credited {$1500.00}. Therefore {$1500.00} - {$970.00} = {$550.00} in actual credits were given by USAA. My previous balance was {$790.00} - {$550.00} = {$230.00}. {$1.00} interest was charged that month ( I havent accounted for interest up to this point since none of the previous interest calculations made sense ). It ended with a new balance of {$230.00} for the closing statement of XX/XX/XXXX. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due ( i.e. late charge ) of {$15.00}. On XX/XX/XXXX, I noticed a {$0.00} pending charge for Visa Provisioning Service even though I never activated card XXXX. I called USAA on same day to express my concerns with the remaining fraudulent charges from XX/XX/XXXX which turned out to be fruitless. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due of {$34.00}. On XX/XX/XXXX, I did a live chat with USAA and informed their representative that I uploaded onto my account, under banking, on USAA.com a PDF titled TOTAL for USAA XXXX ( This explained everything monetarily under my credit card account on USAA from XX/XX/XXXX to XX/XX/XXXX ). The representative stated that it can take 24-48 hours before an uploaded document can be accessed in their system. The representative also stated that due to the current status on my account, that I should contact their Member Debt Solutions. On XX/XX/XXXX, I called USAA to inquire about the XXXX uploaded document and the representative informed me that this call is as follows This communication is an attempt to collect a debt and any information obtained will be used for that purpose. After I was transferred to another representative, I was informed that USAA never received the XXXX document. So I re-uploaded the XXXX document and the representative received it then informed me of the following : So what I will do is Im going to send an email to my fraud analysts and inform them of the new documentation and have them review this and inform them that the information that you provided regarding an amount that is still owed to youOnce that request is submitted it will take up to 48 hours before a response is given back to me or any adjustments made to the account. Also, the representative said that the {$15.00} minimum payment due ( i.e. late charge ) will be refunded and reflected on next statement. I paid for the minimum payment due ( i.e. late charge ) of {$34.00} on XX/XX/XXXX ( for the XX/XX/XXXX closing statement ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$0.00} minimum payment due XXXX {$15.00} minimum payment was refunded ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$15.00} minimum payment due. I have not received a single email ( Ive been a member of USAA for 29 years and my email address on their file is the same as it was 20-some years ago ; as a matter of fact, USAA sent me an un-related pre-selection for new credit card advert today to the same email address ). I have not received any response from USAA to my online account under Documents on this subject matter. I have not received a hardcopy letter via postal mail on any of this subject matter on fraudulent charges. I have attached TOTAL for USAA XX/XX/XXXX.pdf ( same as the document I uploaded twice to USAA back in XX/XX/XXXX but updated ) which explains everything monetarily under my credit card account from XX/XX/XXXX to present day. In dealing with this, I have lost two vacation days and on the phone or live chat with USAA, I spent easily over 15 hours of my time when Im not at work. Since USAA will not be willing to resolve this, I submit all this information and attachments to CFPB.
|
| 05/07/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
This is a brief explanation of what we have been dealing with over the last 5 months. The attachments go into some more detail and I would be happy to review them more in-depth and provide copies of the audio recordings as well for anyone that would be willing to investigate our allegations. In XX/XX/XXXX, we purchased two scooters through XXXX from a third-party seller, XXXX XXXX. The scooters did not meet many of the specifications advertised in writing by the manufacturer and one stopped working completely. We initiated a return with XXXX 2 days after receiving the items. The third-party company reached out through our contact information provided by XXXX to speak on their behalf. XXXX XXXX had asked us not to return to XXXX but instead to go directly through them. In lieu of a return, they reassured us that if they were unable to fix the scooters to reach the manufacturer 's specifications then they would provide us with a refund, and we would not have to return the items. Before completing this cancellation, we contacted XXXX to verify that this was accurate as we did not fully feel comfortable with this. The XXXX representative stated that this was a common practice and urged us to collaborate with the seller to resolve the issue. We canceled our return and began to work with the seller continuously over the next 6 weeks. We have recorded all voice calls along with conversations ( attached ) in email and chat. Additionally, we paid {$300.00} to a local repair shop to help us isolate the issues with the scooters under the guidance of a XXXX representative 's suggestion to mitigate the process as we continued to keep them in the loop. We began to have some concerns again as our return no-later-than-date got closer and XXXX XXXX began to ignore our messages. However, XXXX sent them a message and again, they urged us to keep working with them since we had already begun the process and they had made promises to us. The final contact with XXXX was a three-way call with XXXX XXXX XXXX ( XXXX ) and XXXX XXXX XXXX XXXX ) and both agreed to continue working with XXXX XXXX. He promised us again a refund giving us a direct phone number to their office. We reached a XXXX XXXX Representative by the name of XXXX, and they agreed to a refund and asked for a couple of days to process it. We were now outside of the XXXX return window. XXXX XXXX then sent us an email that they would not be fulfilling their promise and that we needed to return the scooters to receive a refund. The company stretched out its promises for weeks, repeatedly telling us that they were trying to reach their technicians and would be getting back to us. They thanked us for our patience and eased our concerns with no intention of helping us. We can now no longer return these to XXXX as we had intended 2 days after receiving the products and our children still have not received their XXXX Gifts of the scooters.
The second part of this is the interactions we had involving USAA to dispute this charge. Before XXXX XXXX return no-later-than-date, we had contacted USAA to inquire about this situation with concerns about us not being able to complete a return nor get a refund and being stuck with two scooters that were essentially fraudulent products. Since we still had a few days to return the scooters to XXXX, we called and asked to speak with someone in the disputes department to explain that we were worried about this situation. We explained what we were going through to the representative we spoke with and asked if this would be a disputable issue had they not returned our money as promised. They stated that this sounded like a clear-cut case of fraud, and we could dispute it if it happened. Because of this, we decided to take the risk and follow through with XXXX XXXX. In XX/XX/XXXX, we opened a dispute with USAA when XXXX XXXX revoked their refund as instructed. They gave us provisional credit until the solution was resolved. We sent them all of the documentation that I sent over with this request and also informed them that we have all of the voice recordings available on multiple occasions. The USAA representatives that we have spoken with all stated that it was obvious to see how the company had been deceiving us and that it was a clear manipulation for XXXX XXXX to 'run out the clock ' until we were outside of the return window through XXXX XXXX They all agreed that it was apparent that we were doing exactly as instructed and that XXXX XXXX faulted on their product as well as their promise while being encouraged to continue forward by XXXX representatives. After not hearing from USAA for some time, we reached out and were told that they had not received our evidence about 1 month after we had submitted the evidence the first time. We submitted all of the emails and receipts again and we even had someone try to say a second time that they did not receive it. We, unfortunately, had to explain much of what we had been dealing with during every phone call as a proper note did not seem to be included in our case. While most representatives were very courteous and understanding of our situation, we did have one representative named XXXX that had contacted us with a vastly different demeanor. She had asked for some information and after explaining what we were going through, essentially felt like it was not a dispute after all. We attempted to explain to her the inaccuracies and her aggression and interruptions escalated to the point of her yelling at us for an extended period of time. It was so much so that we felt concerned that she would not be unbiased when overseeing our case and requested to speak with her supervisor. We explained the way that she had treated us and our concerns about her ability to complete her investigations appropriately and without her personal feelings interference. The supervisor apologized and reassured us that this would not be the case. However, it is difficult to feel as though this is accurate. Even though the representatives that we had spoken with all stated our case was valid repeatedly, we got a denial letter from USAA, and they proceeded to take back the provisional credit. USAA stated in their denial letter that " no error occurred '' and we called in because we did not understand why it was denied nor what the denial reason had to do due to the fact that this was reported as fraud and not due to an error. When we called in, we spoke with a representative, XXXX, the day we received the letter. She reviewed our notes and stated that she also does not know why it would say that or why it would be denied. She also agreed that it was fraud and told us we needed to specifically ask for a member from the MRT department. We have now requested to speak with the Escalations and 'MRT ' departments but have yet to receive any callbacks from any of our messages.
At this point, we are not sure what is the best direction to go in to manage this and have started seeking legal representation. We are prepared to go as far as necessary to fight these charges as we clearly received faulty and/or misrepresented products as well as the company trying to manipulate us with false promises. This includes USAA being a party to this in the end as we asked about this situation before taking the risk. Because of the statements and promises that were made by these companies, we chose to go in the direction that we did. We are also more than happy to send the phone recordings from XXXX, XXXX XXXX and USAA or anything else that is needed as well as answer any questions. Ultimately, we went through diligent work to meet the seller 's requests for 6 weeks followed by another 6 weeks of waiting for investigations, and still have not received the product that we paid for.
|
| 12/19/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Older American, Servicemember |
|
In XX/XX/2019 I began the online process to open a checking account with USAA. The system did not have a way for me to state that my husband, a XXXX XXXX had died. His XXXX XXXX is what I believed would qualify me to open the account. I stopped the online process and called USAA. I told the Rep what I wanted, told him my husband was deceased and asked if I could still open the account. He assured me that I did qualify and he proceeded to assist with opening the account. The last step he took - with my permission - was to extract {$2500.00} from the bank I had at the time and charged me the {$25.00} wire fee to do so. He told me the account was now active and that I could begin using it immediately. I believe this was the last Friday of the month of XXXX. Over the weekend, I received by email from USAA documents that federal law requires be signed by me. The USAA instructions stated I could e-sign them. I tried but the e-sign link never worked. In between packing to go on an extended trip to XXXX I kept trying the e-signature link, thinking the problem was that the account was new and that it was just a " slow computer '' issue. Finally, I decided to call USAA for assistance. My intention was to go to my to account open up the documents, call USAA to get help with the e-signature link. When I tried to log into my account an error message told me my account was restricted to call USAA for assistance. I did immediately and eventually a woman in their Security Dept. very curtly advised that USAA has chosen to no longer conduct business with me or some script to that effect ... that has made me feel like I am a criminal of sorts ... and Rep refused to give me a reason for that decision. I called back and was transferred around to eight ( 8 ) different people, not one of whom could tell me what the problem was, just continued to make me feel as if I had committed an unknown illegal act. The ninth ( 9th ) person I spoke with in Security kindly advised me that the problem was I had not submitted my I.D . when I opened the account. I informed her that the man that helped me open the account NEVER ONCE asked for my identification. She kindly assisted me how to submit my I.D . electronically, however it was continually refused for one reason or another. Finally on XX/XX/XXXX my electronically submitted identification was finally accepted, however I remained locked out of the account. Countless phone calls to USAA only netted me the same run around in the same loop of non-assistance. Each call I was told by their Security Staff that they could not determine the reason for the restriction on my account so that Rep was escalating my call that I will receive a call from the appropriate department within no more than 2-3 business days ... to date, I have NEVER received a call. I was out of the country for an extended period of time, yet I still made several international calls to get this resolved by having my money returned to me and that account closed, yet no one has been able to assist me. Three ( 3 ) times I have sent emails to CEO XXXX XXXX, Chief Risk Officer XXXX XXXX, Customer Service Supervisor XXXX XXXX and CP Sales/Service ( manager? ) XXXX XXXX. Even though on the first email I had inadvertently submitted the incorrect member number still XXXX XXXX from Member Advocacy USAA Enterprise Financial Crimes Management sent me an email XX/XX/19 stating he had tried but was unable to reach me to call him and he gave the number and his extension. I began calling him the same day and each time left messages. I did not call XXXX XXXX, but each subsequent call thereafter I left messages ... specifically stating that since my Caller I.D . did not register a call from USAA I likely treated the call as a telemarketer and blocked the number. I pleaded with him to send me an email advising a day and time when he will be in his office and I will certainly call him at that time to get my money returned to me. Since his initial email, I have never heard another word from XXXX XXXX. Two ( 2 ) more times I have resubmitted my emails to the 4 USAA officials with my corrected member number and new cell phone number on them ... I have never heard anything back. I submitted a question to the XXXX community seeking suggestions on how to handle this problem and immediately the Help Desk for USAA sent me an email requesting more information. I immediately submitted the same information I have stated here. The reply I received from that Help Desk was that my information was submitted to USAA as a complaint. That was on XX/XX/XXXX ... to date, I have not heard another word. The last conversation I had with USAA Security was that no one in the company can access my account except Security so there is no one else in the company I can speak with because they will not be able to help me, that Security is the only department that can access my account and they can not help me because USAA has chosen to no longer conduct business with me. Additionally, On XX/XX/2019 I received a statement from USAA that shows they closed my account and issued an order for a check of my funds to be sent to me. Since I had not received the check, I called USAA several times with the same results as stated above ... no check, no help. I am a XXXX XXXX XXXX XXXX living on a fixed income. The money rightly belongs to me, it is now six ( 6 ) months since USAA has - in my opinion - illegally held on to my money, refusing to explain to me why and thus far, refusing to return it. If I had done this to their company, they would have all manner of Collection employees harassing me to retrieve what they would say rightly belongs to them. Yet as an innocent consumer, I have not felt like I have any methods to collect my rightfully owned money from USAA ... until by accident, I came across information about CFPB. My feeling is that USAA has stolen my money from me. I have recorded conversations with USAA representatives, each time I have advised them that the call was being recorded. The second to the last conversation I had with them, the Security Rep took me off of hold stating that she had found someone who could help me and the person was on the line. At that point I told them that I was recording the call and whether intentionally or accidentally I do not know, but one of them immediately disconnected the call and no one tried to call me back, so I called back and that is when I was told, no one at USAA will be able to help me. During my XX/XX/2019 conversation with a USAA Security Rep, I was told first one thing then another ... finally he put me on hold for a very long time came back stating that Property & Casualty had put a restriction on the check to be issued to me ... he supposedly tried to get them on the line to explain their reasoning to me, but he came back saying they were not able to take my call or something, then he said that it was because of the Auto department or something ... the more he spoke the more it sounded as if he was just making up things as he went along in his effort to get me off of the line. I informed him that I have never had an account or dealing with their Property & Casualty or their Auto departments. He then admitted that he wasn't sure if those departments were the problem. I never received an escalation call from that conversation either. I also believe that the representatives put me on hold for sometime upward of nearly an hour hoping that I would get tired, frustrated and disconnect the call ... I never once did so, I stayed on hold until they eventually came back on the line. Once again, I will be leaving the country for an extended period of time, but I will be reachable by email. I will GREATLY appreciate your help in recovering my money to me. Thank you
|
| 02/25/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Confusing or misleading advertising or marketing
|
|
Web |
Servicemember |
|
On XX/XX/2019, I started an application for an auto loan from USAA Federal Savings Bank through the USAA XXXX app, for the purchase of a new XXXX automobile. On the USAA website ( https : //www.usaa.com/inet/wc/bank-loan-auto-main? wa_ref=pub_global_products_bank_auto ) USAA advertises a discounted interest rate for using the USAA Car Buying Service and/or for enrolling in automatic payments. USAA offers a .5 % discount on interest rates for using the USAA Car Buying Service to locate/purchase a vehicle through a participating dealership and a .25 % discount on interest rates for signing up for automatic payments. Both discounts can be applied on the same auto loan reducing the approved interest rate a total of .75 % ( .5 % + .25 % = .75 % ). After beginning the auto loan application, USAA, on XX/XX/2019, uploaded two documents to my USAA account for my review. The first document was titled USAA Federal Savings Bank Your Credit Report and the Price You Pay for Credit Risk-Based Pricing Notice and the second document was letter with an attached Insurance Disclosure Form. Neither document discussed interest rates.
On XX/XX/2019, I went to the Car Dealership USAA identified to complete the purchase of the vehicle. While at the dealership I completed the auto loan application ( still using the USAA XXXX app ) using an e-signature. After signing the application, on XX/XX/2019, USAA uploaded a Consumer Loans Closing Document, which contained a Note, Disclosure, and Security Agreement within it. The Note, Disclosure, and Security Agreement displayed the Annual Percentage Rate ( APR ) I was approved for, which was 4.1462 % ; however, nowhere in the 7-page document does it state that APR included either the .5 % or the .25 % discounts. In fact there was no mention of any interest rate discounts at all. I believed USAA would apply these discounts after the paperwork was completed at the dealership, which would enable USAA to confirm I purchased the vehicle from a dealership associated with the USAA Car Buying Service. Accordingly, I then had the loan documents emailed to the dealership to complete the transaction.
On XX/XX/2019, USAA uploaded an Addendum to Note, Disclosure and Security Agreement. This addendum disclosed the principal amount of the loan and an interest rate of 3.64 % ( APR 3.6457 % ). This rate reflected the .5 % discount for using the USAA Car Buying Service ( 4.14 - .5 = 3.64 ) ; however, it did not seem to include the .25 % discount for enrolling in automatic payments.
On XX/XX/2019, I contacted USAA to enroll in automatic payments and get request the additional .25 % discount to the interest rate of my auto loan. The USAA representative I spoke to ( XXXX ) stated that I was already enrolled in automatic payments and the original interest rate I was given ( 4.14 % ) included the .25 % discount for enrolling in automatic payments. I stated, this was inaccurate because I had not yet enrolled in automatic payments. XXXX then referred to a Loan Approval Letter which she stated was in the My Documents section of my account. I checked My Documents but the approval letter was not there. XXXX then upload the letter, which I reviewed. The approval letter stated I was approved for a loan for the purchase of a car and gave several possible repayment terms and the applicable APR. The letter stated for a loan term of 60 months, my APR would be 4.14 % and referenced a note. The note, on page 2, stated, Rate reflects a 0.25 % Annual Percentage Rate discount for automatic payments from a checking or savings account. Your loan terms may vary based upon the exact term, collateral age, collateral type and loan amount.
I told XXXX, I had not received this letter previously, which is reflected in its lack of being uploaded to my account until XX/XX/2019, as seen in the attachment. Moreover, I asked why the original XX/XX/2019 Note, Disclosure, and Security Agreement did not disclose the discounts and she stated it did. I informed her it did not and she placed me on a 10 to 15-minute hold while she reviewed the document. XXXX then came back and stated, she understood my concern ; however, the discount was disclosed in the application on the app and I agreed to it. I asked her to show my any document which I signed/agreed to this and XXXX stated she could not provide it because it was in a part of the loan application the app. Accordingly, there is no document that states I enrolled in automatic payments or received the .25 % discount for doing so. Furthermore, the initial XX/XX/2019 agreement indicates my rate of 4.14 % and makes no mention of any discounts ; and the modified agreement ( the addendum ) only indicates.5 % discount being applied. XXXX stated nothing else would be done and she could not help me. Accordingly I requested XXXX transfer me to someone who would be able to assist and she transferred me to the Executive Customer Resolution team, where I spoke to XXXX.
XXXX essentially stated the same information as XXXX ; however, XXXX stated several times that the XX/XX/2019 agreement reflected the final APR, which included all discounts that were to be applied. However, this did not explain how the agreement was modified via the addendum on XX/XX/2019 to reflect the .5 % discount for using the USAA Car Buying Service. I asked XXXX why the original agreement did not state the discount was included and he referred me to the aforementioned USAA website which advertised the discounts. XXXX then referenced note 2 at the bottom of the webpage, which stated : Displayed rates are our lowest Annual Percentage Rates ( APR ), available on terms up to 60 months, apply to dealer purchases and vehicle refinancing, and include a discount for automatic payments ( 0.25 % ) and for purchasing through the USAA Car Buying Service ( 0.50 % ). Rates subject to change without notice and vary based on approved credit and other factors, such as term, model year and loan amount. Monthly payments vary based on APR for which borrower is approved, term for which vehicle is financed, and amount borrowed. Financing for 72-month terms requires financed amount of {$15000.00} or greater and approved credit. Financing for 84-month terms requires financed amount of {$25000.00} or greater and approved credit.
XXXX reference to note in an USAA advertisement is ludicrous given the fact that, by its very nature, its intended to attract potential customers to USAA. The note website itself indicated that it was for a displayed rate of 3.09 % APR. Furthermore, an advertisement in and of itself is not a legally binding clause on an auto loan contract. Its marketing. I asked XXXX to provide me with a single document that I signed which indicated the interest rate identified on the XX/XX/2019 agreement included the .25 % discount. XXXX first referenced the agreement itself, which he later admitted did not clearly state the discount was included. XXXX referenced the loan approval letter, which reflected an interest rate of 4.14 % and in the notes has a disclaimer which states the rate reflects a 0.25 % Annual Percentage Rate discount for automatic payments from a checking or savings account. I told XXXX I did not receive the approval letter until XX/XX/2019, but even then, the letter which XXXX states was delivered on XX/XX/2019, states, Your loan terms may vary based upon the exact term, collateral age, collateral type and loan amount in the same note which states the .25 % discount was applied.
The auto loan I received does not accurately reflect the information advertised on USAAs own website. Accordingly, USAAs loan tactics and marketing are confusing, misleading, and unfair resulting in their ability to change the terms of the loan after closing.
|
| 08/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I am having an issue with USAA regarding a fraud case concerning unauthorized withdrawals from my USAA checking account via XXXX and XXXX. USAA banking is making it very difficult to recover the money that was stolen from me when other financial institutions have helped me with this difficult situation. They gave two letters onXX/XX/XXXXand XX/XX/2019 respectively saying that they found no fraud, but have not given any explanation or offered any solutions on how to help recover my stolen money. I am a XXXX XXXX XXXXXXXX veteran who was robbed and am not a lawyer. I am frustrated, angry and feel lost. I was traveling as a way to heal and get over the trauma that I experienced as part of the recovery plan for after I retired from the service. The issue first occurred while I was traveling out of the country for an extended period of time. While I was traveling in XXXX, I had a travel companion with me who was transferring funds from my account to hers without my knowledge. I did not realize the full extent of the fraud until I came back to the US. She transferred a large portion of the money right before we got on the plane together in XXXX, but transferred smaller amounts before that. She used my phone to transfer money to her accounts via XXXX and XXXX. The total amount of fraud from my USAA accounts totaled {$11000.00}. A total of {$3200.00} has been recovered by USAA so far, but another {$8400.00} has not been recovered. To provide some more background information, there was fraud from other financial institutions totaling around {$11000.00}, all of which was recovered. The grand total of all of the attempted theft by this individual was around {$23000.00}. The portion that was fraud using my USAA VISA card was fixed easily by USAA ( {$3200.00} ). However, the fraud concerning my USAA checking account is where USAA is not cooperating. The fraud here involved XXXX and XXXX transactions. It seems like USAA operates different departments separately where they have different policies. USAA gave their written response in a short letter saying that they concluded their investigation on XX/XX/2019. Amazingly, in USAAs written response and on the phone, nobody seemed to address the fraud from the XXXX transactions. This fraud totals {$2500.00} and was drawn from my USAA checking account between XX/XX/2019. There was another letter that was just as vague dated on XX/XX/2019 saying that they made a conclusion based on an investigation that began on XX/XX/2019. This means that they spent less than a day investigating. It does not say what it addresses but supplies a reference number XXXX. When I tried to contact the USAA banking department for a response as to why they concluded in the letter that the transactions were not fraudulent, I received numerous unhelpful answers. Usually the person I spoke to would not know and would transfer me to someone else, and this would often result being placed on hold for a long time or having my call dropped. Often times the next person would not know and I would have to explain my whole situation again. This was very frustrating and took a lot of time and I felt like I did not matter. When I did finally talk to someone, I would get a variety of answers such as make a police report, hire a lawyer, reach out to the party who took your money or there is nothing that can be done. Another explanation that I received is the fact that the fingerprint reader was used to access the XXXX on my phone. What they didnt want to hear was that the person traveling with me had access to my phone and probably added her fingerprint to it without me knowing it. It seems like USAA turned a deaf ear to every explanation I had. Even for the police report I said so should I go back to XXXX and do that and they did not know. One representative from USAA even said that XXXX said that there is nothing that can be done. This is not true based on the fact that XXXX themselves even reversed the fraud on the XXXX fraud ( more on that below ). In addition, lots of the fraud was done via XXXX and even the USAA credit card division reversed some of it. This was really demoralizing and felt like I did not matter. In fact, it felt like I had been robbed twice. The person who originally robbed me was someone I trusted, and I felt the same way about USAA. And again, nobody addressed the XXXX fraud. In addition, she also stole from my XXXX XXXX XXXX account, my XXXX XXXX XXXX, my XXXX XXXX Account and XXXX XXXX XXXX XXXX Accounts as well using the same scheme via XXXX and XXXX. I am including this information to show how this was a larger scheme and to contrast how other financial institutions handled it. Fortunately, all of these financial institutions were able to refund all of the amounts easily and rectify the situation. USAA has been the only financial institution giving me trouble about refunding the money that was stolen. To contrast how these institutions handled it, I included the statements and some emails from the other institutions as further evidence. The person who stole from me stole {$5000.00} from my XXXX XXXX card via XXXX. This was immediately picked up as fraud and reversed. They originally tried to charge over {$8000.00} but it was denied. XXXX XXXX even reached out and contacted me since it seemed suspicious sending someone so much money via XXXX. In addition, she also attempted to steal {$1500.00} with my XXXX XXXX XXXX XXXX via XXXX and this was also reversed easily. I attached the statement showing this. With XXXX XXXX XXXX XXXX, the fraud was done via XXXX on my checking account. This required a simple stop by in the XXXX XXXX branch where I signed a form to reverse it. This is shown as a {$4000.00} credit on my statement. Lastly, the person who stole from me used my XXXX XXXX to steal {$1000.00} that was reversed by XXXX themselves because they believed that it was fraudulent. My goal is to have USAA reverse the remaining balance that was stolen from that persons account and settle this case like the other financial institutions have. This will help to right a wrong that was done to me. How can USAA credit card division and other financial institutions realize that there was fraud, but USAAs banking division does not realize that there is plain fraud in front of them and refuses to help recover my the money that was stolen from me. The simplest and easiest way is to just reverse the transactions like every other financial institution, including XXXX credit and USAAs own credit card division did. In addition, I would like USAA to review some of their policies as to why I had to turn to the CFPB to help rectify this situation so that members in the future will feel valued and secure as members of USAA. The mission of USAA is to serve members of the military, past and present. I am calling on to them to live up to that ideal. Because I have felt that USAA does not care about me. I am a XXXX XXXX XXXXXXXX retired veteran and the {$8400.00} that I am missing means a lot to me. I attached some supporting documents showing statements from other institutions refunding the charges. You can see the XXXX Charges XXXX XXXX. The XXXX XXXX one shows a refund for several XXXX for the unauthorized XXXX transactions ( shown as adjustment credit ). I also showed how USAA refunded the credit card disputes but not the debit and XXXX disputes. Lastly, I have a PDF with a chart showing all of the transactions with USAA that I disputed, the date, the amount, the type and if it was refunded or not. Thank you for your cooperation with this matter Please note : I attached documents to this through the CFPB website but there is no way to verify if they uploaded. So if they did not upload I apologize.
|
| 10/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I noticed my account had a huge withdrawal taken from it. A XXXX transaction on XXXX XXXX to XXXX for {$3400.00} in total. I did not authorize this transaction. Legally, XXXX transactions are not allowed to go above {$1000.00} from my account with USAA.
I immediately called to report the fraud. A 3rd party withdrew money from my account illegally. This is against XXXX policy as well. They do not call back, they forward you to your bank if you do not use their app. I did not authorize this transaction. There was no asking me if it was allowed, no investigation done asking me about withdrawing the money. They allowed XXXX to withdraw money illegally. Against both partys policies. I did not advise, nor approve these 2 transactions equaling up to {$3400.00}. They withdrew them, leaving me almost with an empty account.
I spent an hour on the phone filing my complaint XX/XX/XXXX. Then having to call back again, the next day, XX/XX/XXXX, assuming someone had hacked my account because the transactions had changed from XXXX : XXXX to debit withdrawal of fast food. I reported this as well. I was afraid someone had hacked my account. Not only did they change the title of the transaction to cover their mistake and fraud, within 24 hours, they failed to inform me of any information in regards to what happened. This is theft. I did not spend {$3400.00} in fast food on XX/XX/XXXX.
I was not contacted again by USAA in regards to investigation or outcome. I called back multiple times, and spent over 9 hours on the phone with them in total, the last month continuing to be avoided, and not informed, or have my questions answered. They refused to allow me to speak to a manager within the amount of legal time to get back to me by federal law. None of my money was put back in my account. Over 10 business days would pass and I would have to call them again and again.
Finally my husband called, we were informed by one of the representatives he was speaking to, that the decision had been immediately made according to their records that my stolen money would not be refunded. He also agreed it was odd there was no record of the decision or anything. It just said it was done. My husband spoke to this representative on the phone and discussed how this was not making sense and he agreed. This gentleman was the only USAA employee to call us back within the month. In that call the next day, He just said he had nothing else to report that the investigation had been reopened and a manager would be looking into it and calling me back within 7-10 business days. Again, I had to keep calling and demanding after these days went by, for a manager, to return my call and handle this.
I was stolen from. The banks job is to protect my money inside of my bank account. I should not have to argue or defend myself against a transaction I did not authorize or make. I let them know it was a fraud.
I finally sent a copy of documents pertaining to the illegal pulling of the funds from XXXX, even though it was not listed as such a transaction anymore. XXXX had returned a payment someone had given me for living in my house. They had no right to that. It is my bank account they withdrew money from. It is against their policy to refund money. Weeks having gone by I read anything I could about what possibly could have happened. USAA informed me I had complaints against me on XXXX. There have not been complaints against me, until these thieves made them, to steal my money from my account. I have not used XXXX more than a small handful of times and never received complaints. I never received information of the complaints against me. There were never documents supporting the legality of this, anything. It was me pressing and demanding on the phone for over 9 hours in total.
This is not a small amount of money I had stolen and removed from my account illegally. I have never reported a dishonest claim. I have banked with them for 19 years. They know my record is clean. I sent a copy of an email from my attorney to these thieves allowing them to know they stole illegally to USAA, as well as proof their was no legal right for them to approve a reverse transaction to XXXX, if that is what took place. I called the constable after I saw the fraudulent transaction, and reported it immediately.
It took them over a month and 9 hours of phone conversation, having to explain the same thing over and over again, on the phone with extreme stress and frustration. The financial strain this entire situation has placed on my family is not measurable. I have literally lost weight, been stressed to the point of not sleeping, and unable to control my emotions. I am a rule follower to the extreme. I have had fraud committed against me and the bank did not do their job to protect my money. I dont feel safe.
XXXX had no right to access my account and withdraw funds. USAA had no right to illegally rename the transaction to hide their mistake. I have screenshots of both days and proof of how they changed its title. I have call logs on my phone and USAA records their conversations. I spoke to a manager on XX/XX/XXXX, FINALLY. After a month of no call backs, avoiding me, and saying they would get back to me. No attempts were made to reach me and inform me of anything until I demanded over and over again and called and called. Also having been hung up on! I allowed this manager to know I would be filing a complaint with the CFPB and the FBI. She tried to give me all kinds of excuses and gaslight me. She said it was a business transaction, XXXX doesnt allow those, also NOT TRUE. Its not a business, its my personal home they were living in. I am not a realtor, nor did I use one, or a broker for it. Then when I let her know that, she tried to tell me it is domestic.
This is neither. I have read XXXX policy, this is not allowed. XXXX cant refund money, someone has paid another person through them. Whats done is done. Who they stole for, lived in my house. They signed a lease, moved in, and then left like thieves, with no written notice. They lived in my house for 2 weeks before they snuck out without informing me, leaving me with an abandoned lease. There was no fraud or anything to complain against me! They committed fraud. They have lied on countless occasions that dont even pertain to this transaction so I havent bothered to include them. They are dishonest people who took complete advantage of me and the bank has allowed them to steal from me. My bank did not protect me when I provided proof to them this was the case. I am attaching the policy and definition of the fraud I read on XXXX website.
My husband took a pay cut, to work for the federal government and serve his country. We have XXXX children to provide for. We have moved to a new state that is more expensive, our lives have been turned upside down. Now, I am sick knowing that a bank is allowed to just give anyone access to my, little amount of money that has to spread so far, and not keep it safe. USAA tried to cover it up as fast food! I am sick and tired of dishonest people getting away with everything. These people were grifters and thieves.
I have not been protected and my rights and money have not been safe. There are a handful of red flags and dishonesty with this entire fraudulent transaction, and I am not responsible for any of them. XXXX, XXXX, and USAA are all being dishonest and stealing from my account as a team, is how I now see it. I reported a fraudulent charge and nothing was done about it. They relabeled it, avoided me, and did not follow through on their end to protect my money. I am not ok because they did not do their job. They need to be held accountable and I need my money back.
|
| 09/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Complaint USAA has deemed me to have made a fraudulent deposit and claimed I am not a veteran. They have locked my account and have ignored offers for documents to prove that I am not a fraud, the deposit made was legitimate and I am a veteran ( XXXX ). I have attempted to work through this issue talking to customer service with allowing the XX/XX/XXXX day review and a re-review.
I have offered to provide documentation of proof, I have been told that people would call me back with no one calling, and I have called several times to resolve the claims made against me. I feel that USAA does not want to find out the truth about me and this deposit, and shows no effort in restoring my account access or returning the funds that have already cleared without issue.
Events about this complaint ON XX/XX/XXXX I sold my house in XXXX and purchased a house in XXXX on XX/XX/XXXX. The monies I made from the sell of my home in XXXX was wired to XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX to process the down payment on the home bought in XXXX. They issued a check on XX/XX/XXXX of the overage of funds that was wired to them. I received XXXX for the sell of the XXXX home that was wired to XXXX XXXX. Closing costs for the purchase of my home in XXXX was {$120000.00}, for down payment and closing costs. The remainder is the total of the check ( {$210000.00} ) discussed below.
XX/XX/XXXX Opened Checking account with {$25.00} wire transfer from my XXXX XXXX account. Changed address while talking to agent on the phone, due to moving from XXXX XXXX XXXX Original USAA online account had my XXXX address listed. So when I opened the checking account I changed it while talking to the customer service rep on the phone.
Talked to Customer Service Agent about depositing check ( {$210000.00} ) They said I would have to mail it in because the mobile limit could not be raised to allow for deposit that way. I elected to wait and check some other alternatives for banks to deposit check.
XX/XX/XXXX Decided to mail to USAA, called to get mailing address.
XX/XX/XXXX mailed the check using XXXX overnight ( cost {$88.00} ).
XXXX package containing check was signed for.
XXXX Called to check status of check, only able to talk to Customer Service agent. They could not provide any information on if the check was received. But assured me that if it was signed for it would be processed.
XXXX quick check on the phone app showed that a partial deposit was reflected on the account.
XXXX tried login using web on my laptop. Account returned that it had been locked for my safety to contact customer service number. I called the general customer service number provided ( note late in the evening on eastern time ) and spoke to a gentleman, checked my information, put me on hold, and returned to tell me that USAA is exercising its right to no longer do business with me and closed my account. No information or reason why was provided and was told that a letter would be mailed to me providing the reason why. Any funds in the account would be returned to me by check or I would be provided an opportunity to have them wired somewhere else. I was also told that a letter would be sent to me stating the reason why this decision was made ( as of XX/XX/XXXX I have not received any letter stating this decision ).
XXXX I called the main number for the XXXX XXXX XXXX listed online during business hours. I spoke to a lady and she explained that USAA had deemed me to be fraudulent, and they could not verify that I was a veteran. I asked where the money was and was told that the check would be returned to the issuing party once all processing took place. I was told it would take 7 to 10 days. They said I could ask the issuing party to stop payment on the check and issue a new one. I contacted the issuing party XXXX XXXX XXXX XXXX XXXX XXXX XXXX, they contacted their bank XXXX XXXX Bank to see what could be done. But since USAA had already deposited the check and it had cleared, they could not do that.
XX/XX/XXXX Called the general number to check the status of return of the check back to the issuing party. I first talked to a male person. He reviewed the account and stated he could see what I was saying. Asked what the check was for, I explained it was the remaining funds from the sell of my home in XXXX. The reason it was on a business in XXXX, the funds were wired to XXXX XXXX XXXX XXXX XXXX XXXX XXXX for a down payment on the home I purchased in XXXX. The check was the remainder after the down payment was process. XXXX XXXX issued a check. After doing some more review he asked me if he could reverse the decision would I still be interested in doing business with USAA. While I started explaining my answer the phone conversation was cut off. Not sure what happened, if USAA hung up on me or the cellular connection was cut off. However, I felt that it was done deliberately since this person seemed to be trying to help me.
I called back and got a different person, female this time. I explained the situation and that I was trying to find out some status on the return of the check to the issuing party and other details of what has transpired over the last two weeks. She did some reading and then transferred me to another female ( XXXX ). She tried to find some information, stated she sent some emails to the fraud department, but was not getting an immediate response. She also stated it could take up to 60 days for the return of funds. I stated that is very confusing, since I had been told it would be processed within 7 to 10 days. She mumbled some more information that was illegible by me. I asked what the processing time would be, she said she would send an email to the person I spoke to on XXXX to ask for confirmation. That person did not immediately respond. I was told that a message was left for that person and they would call me with an update, but it was dependent on when that person came back in to work and got the message. I said I would be patient for the 10 business days, but if the check was not processed back to the issuing party I would be talking to other people. During this conversation I was told that 10 business days would be XX/XX/XXXX.
XX/XX/XXXX I called ( at XXXX ) to follow up on the status of the return of the funds back to the issuing party ( XXXX XXXX ). The customer service rep did not know when it was going to be returned, but put me on hold ( to talk with supervisor, which he stated later in the conversation ). He offered to put in a request for a re-review of the actions taken against me for being a fraud and not a veteran. He asked if needed would I be able to produce documentation to show that everything is legitimate. I said I could provide a XXXX for military service and my closing documents from the sale of my home and purchase of my home which reflect the deposited check amount. I also, said I could get a letter from the issuer of the check stating its legitimacy. It seemed that he was typing this into the system. I was told that it would take 3 to 4 days for this re-review and that I would be contacted for information as needed. I agreed to let the review take place and was willing to provide any documentation needed to prove legitimacy.
I was told the funds are in the account.
XX/XX/XXXX As of the evening ( note this is the end of 4 days for re-review ), I have not been contacted back by anyone from USAA to request any proof documents to show that this was a legitimate check, that I am not a fraud and I am a veteran. I tried logging into the account again and I am still locked out.
If any additional documents are needed beyond what is attached, I can provide.
|
| 03/05/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
XXXX : I noticed a cash-advance for {$500.00} on my secured Visa ( dated XXXX. ) This was not my transaction. I didn't request a cash advance. I definitely did not receive {$500.00} in cash electronically or by ATM. That card has a credit limit of {$500.00} and I already had a balance of {$490.00}. I wasnt using that card because there was no room on it.
I called to report fraudulent activity. I do not know the name of the female I spoke to because at that time I had faith in the system even though I had doubts about the knowledge of the CSR. She did say it would take a while to resolve the matter. Fine. I asked how it was possible for someone to get {$500.00} off of a card that is maxed out. She said she didnt know.
XXXX : I called back just to make sure that the claim was in process because the female who submitted the claim was clearly new. She was reading from a script. The rep assured me it was submitted correctly and advised again that it will take some time. Again I asked how it was possible for someone to get {$500.00} off of a card that is maxed out. She said it was probably a glitch. A glitch? Thats what I want to hear from my banking institution.
XXXX : I pay off the balance of the credit card that is legitimately mine because USAA was reporting to the credit bureaus that I had a balance of {$950.00} ; {$450.00} over the credit limit, which as you know, isn't great for the credit score. Fortunately I had received a retroactive XXXX-retirement payment from XXXX.
XXXX : I called the bank and spoke with XXXX, a customer service rep. She informed me the complaint was not submitted correctly. She notified me the bank determined it was not fraud. There were no other notes. She resubmitted the claim for me because she could see that even though it was a cash-advance, there was no deposit into any of my accounts. She said it should be resolved in 3-5 days. She was also unsure of how there was a transaction on a card that was already at capacity.
XXXX : I called and spoke with XXXX this time. Lovely girl. She said the first fraud complaint was denied and but the second one was still pending. She invited me to call back in 3-5 business days.
XXXX : I called and spoke with XXXX. Same story, different day. Please call back in 3-5 business days. Please note that on XXXX my credit card payment was due, for a cash advance that isnt mine. I refuse to pay because it isnt mine to pay. USAA had different ideas, of course, and so the phone calls about the late payment on the account began. I called a couple of times to ask them to not call since the matter was currently being investigated and the debt wasnt mine. They kept calling. Nothing like a daily reminder of unresolved fraudulent activity on your account to keep you cheery.
XXXX : I called. This time I spoke with XXXX. He reviewed all of the notes. He really took his time and checked with his manager a couple of times. He said this should have been resolved within 10 days of the original complaint. He will submit it again with the notes that it should have been resolved or credited within 10 days. Sorry for the inconvenience. Please call back in 3-5 days. I asked to speak to his manager. He said he would transfer me. I changed my mind and decided to give his efforts an opportunity to fix the problem because he seemed confident.
XXXX : I called. AGAIN. I spoke to XXXX. Again those daily calls saying I owe money are a constant reminder of the ongoing problem and induce a certain level of frustration and anxiety that I would REALLY like to get resolved.
XXXX : I spoke with XXXX. She advised me to talk to credit card servicing instead of fraud. Uhm. I thought I was? She said she could tell the work items I had submitted were read but there was no response and they werent closed. She transferred me to credit card servicing and spoke with XXXX. He looked at everything and also concluded the matter should have been resolved. He suggested that if it isnt resolved in 3-5 business days from XXXX to go higher and speak with a senior rep and file a complaint.
XXXX : I call back because, surprise, surprise, surprise ... it still isnt resolved. This time I get XXXX. Hes very helpful even though he has the flu and its his first day back from being sick. He reads the notes and reviews the work orders that have been submitted. He said all of the work orders have been completed but there are no notes. He advised me to make a minimum payment because the account is now in default. This card is secured by a CD. Ive received a letter stating that my CD will be cashed in to pay for the outstanding balance. ( All of which is stemming from the {$500.00} cash advance that I didnt take, interest on the {$500.00} cash advance that I didnt take, late charge because I didnt feel like I should make a payment on the {$500.00} cash advance that I didnt take for fear that they would say that payment constitutes acknowledgment of and responsibility for the {$500.00} cash advance that I did not take, etc. ) Again I ask how it is possible for there to be a cash advance on a card that is already maxed out. Excellent question is his reply. Perhaps the system just didnt have time to update before the transaction went through he muses. Except the last time I used that card was probably XXXX or XXXX when I bought my house. He does some digging and comes back to say that there is no transaction history for this transaction. There is no ID for a specific ATM and clearly the money is not in my account. He recommends I elevate my claim.
Now Im speaking with XXXX, a senior specialist on the Executive Resolution Team. She tells me there is a note from credit card servicing that states the charges should be reversed. The credit was supposed to be done within 1-2 business of XXXX. We are passed that date but she explains that the back office is probably just trying to finalize it and to give it another couple of days.
XXXX : XXXX calls me back to let me know she had determined the source of the cash advance. Apparently while doing an audit, someone noticed that I had taken a cash advance back in XXXX of XXXX but wasnt charged for it on my VISA. Which is true, my VISA wasnt charged. But my XXXX XXXX was, as that is the card I used to request the advance. Finally we at least have the reason why there is a cash advance charge. There was an auditing error by the bank.
That should be easy enough to fix, I thought. I was wrong.
On XXXX I call in because the issue has not been resolved.
XXXX Still unresolved.
Points of Interest : The bank feels like there is an error so they charge my account {$500.00} without any letter of explanation or even an email. No heads up. Nothing. They just take the money. There arent even any notes in the system so the regular customer service rep can tell me why there is a cash advance of {$500.00}. Meanwhile, every time I call there is the undertone that they think I am just trying to cheat the system. It will be credited back to you if it is determined to be fraud.
Their error has cost me over six hours of my life ; just in the time Ive spent on the phone trying to resolve the issue. This doesnt count the hours Ive spent worrying over it and stressing about it, thinking that someone had access to my accounts. Or the phone calls about my account being late. Or the letter threatening to close my card and CD.
Their rep told me it was their error and still it hasnt been fixed. What does it take exactly? There are notations on my account of all of the times I've called. At least there were. There are probably even recorded calls.
|
| 11/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On Friday, XX/XX/2022, my husband and I were out to dinner and tried to pay our bill. We were informed that our card was declined. Upon calling the bank, my husband was told that the representative needed to speak with me. Once going through the verification process, I was informed that all of my accounts were being closed because USAA was exercising its right to no longer do business with me. I told them that we had several XXXX XXXX in the bank and that I didnt understand what the issue was. I explained that my husband had been doing business with them for 30+ years and that I had been doing so for about 6. The representative told me, Your husband is not the issue, you are. I asked to speak to a manager and was told there was no one I could speak to and that the account closure was already in process and that there was nothing I could do. I was further told that all of our accounts including the shared accounts with my husband were being closed and that the funds ( XXXX XXXX ) in our account would be mailed to us 60 days after the account closures were finalized. I told the representative that he needed to speak with my husband, who was told the same thing and that there wasnt anyone else available to speak with us. We were forced to call a family member to bring us money to pay our bill, not only adding to the embarrassment of being the last ones at the restaurant and not being able to pay our bill, but now we had to involve a family member. USAA did not contact me to ask questions, to try to resolve the issue or even communicate with me. I reviewed my account later that evening and found that they had sent a message to my inbox that day but did not try to communicate with me before closing all of my accounts.
On Saturday, my husband and I spent several hours on the phone with USAA trying to get resolution. I was told over and over again that the accounts were being closed because USAA was choosing to no longer do business with me. Each time I was transferred, I was told the same thing with no explanation. After asking to speak with supervisors, and being told several times that no one could help us further, I was finally transferred to a senior customer relations manager. I was told that the reason they were exercising this right was due to fraudulent activity on my account and referred to checks that were deposited into my account that did not clear, beginning in XXXX.
In XXXX and in XXXX, I was contracted to work for 3 different businesses from which I received a cashiers check, an electronic check and a physical check. I deposited these checks but had some suspicions that something was wrong based on the communication that I was receiving from the employers and that they were asking me to forward money to other individuals even though the checks had not cleared. Immediately upon feeling concern, I called USAA and communicated this concern with them.
The first situation I was been told by the employer that I needed to buy gift cards and that I needed to give them the information for them and that the remaining balance would be my pay. While purchasing the gift cards at XXXX, I was told that this was a scam and that I needed to contact my bank, which I immediately did. The USAA representative told me to hang onto the gift cards because I was going to need to mail them to USAA and that someone from USAA would call me in a few days to see what happens with the cashiers check and to see what further could be done. I received no communication from USAA until after the check had bounced and my account became negative for the {$200.00} in purchased gift cards. At that time I was told that I needed to bring my account back to a XXXX balance so that my account would not be closed, at which time I transferred money from another account to bring it to good standing. The account was closed anyway. I asked to speak with the complaint department about how I had been treated, that I had communicated the issue right away and that I had been waiting for further communication from USAA and had not received any. The complaints department apologized and I thought that was the end of the situation.
The next check, I was hired by a company for remote work and was given a contract and an electronic check to deposit to pay for equipment. Once deposited, they informed me that I would need to transfer {$2000.00} by XXXX to an email address to pay for shipping of equipment. I told them that I did not feel comfortable transferring any funds out until the check cleared completely in my bank. The job offer was rescinded after an hour of harassment. I immediately called USAA and explained the situation. The representative told me I had done the right thing and that I was correct in being concerned about transferring money and that it also seemed like a scam. I was told to leave the check there to see if it cleared and not to move any funds. I inquired about whether I should try to reverse the funds back to the employer and I was told to just wait. I waited for several days and called to check again to see if the check had cleared or if it had bounced, but it had not finished processing. A few days later the check bounced.
In the meantime, another company hired me. Again, with a contract and what seemed to be legitimate employment. I was mailed a physical check that I deposited into my account. I was told that the check was for my weekly pay and that the remaining balance would be for shipping goods. I became suspicious and did not proceed and waited to see if the check would clear. It was held up in my account for over a week. Upon deposit I was told that I needed to wait 5 business days for funds to be available, which was unusual given that most of the time, funds were made available immediately. Wither way, I waited and even called USAA to check on it. I was told at one point that it seemed like there was an IT issue and that was what was holding up the funds, only to find out that the check bounced because the account on the other end had been closed. Again, I did not withdraw funds based on this check.
In speaking with USAA on Saturday, I was finally able to talk with a supervisor in the customer relations department. She told me that the account would be reviewed and that she would attach notes to everything. She said it should take 3 business days. I waited 3 business days and called today, only to find that the same statement is being told to me and that the funds are still being held. I have bills that are supposed to be withdrawn from these accounts. There is money being held in our accounts and frozen that can not be used for bills or for our expenses. I keep being told that the funds will be released after 60 days and that a check will be mailed at that time once the accounts are closed.
I am being treated like a criminal. I wasnt the person writing bad checks. I accepted employment from people that wrote bad checks to me. I was and am the victim in these cases and I am being treated as if I am the criminal. I have been embarrassed and humiliated over and over again. I have been degraded by the bank. Im having issues with my husband now, and our bills and accounts are all messed up. This is insult on injury over and over again and every day since last Friday, I am constantly reminded as more bills pile up or are not paid. This is affecting my livelihood, my marriage and now my credit. Something needs to be done and resolved. I need my funds immediately, I need an apology, and I need some sort of restitution for the suffering they have caused.
|
| 05/23/2017 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
Servicemember |
|
On Saturday, XX/XX/XXXX I spoke with XXXX , USAA representative ( USAA rep ) to apply for a {$20000.00} debt consolidation loan. The USAA rep explained that USAA does not offer debt consolidation loans, but instead just a loan, which I may disburse to my creditors at my discretion. My response was I wanted to move forward and apply for {$20000.00} loan. Although I have never been offered or applied for a consumer loan with USAA, I am an established insurance customer of USAA for several years. I started out insuring XXXX vehicle and I now have XXXX vehicles and XXXX family members under my policy. My XXXX product was the secured USAA XXXX XXXX Card to help re-build my credit which I was able to deposit the maximum {$5000.00} and after several years, I closed the accou nt for two reasons 1 ) I was declined for an unsecured USAA XXXX XXXX Card-after being approved for a Platinum Card by XXXX XXXX 2 ) because my credit had been established well enough to be approved for generous amounts of credit by multiple entities including a USAA Visa which was the lowest amount of {$5000.00} until a few months ago I asked for an increase and is now {$15000.00} ( which lags behind other lending institutions ). In addition to access to unsecured bank credit cards, high end department store cards, and personal loans from XXXX credit unions, car purchases/leases, and last but not least I qualified for a VA Jumbo Home Loan for {$670000.00} which I began to build in XX/XX/XXXX and closed XX/XX/XXXX which is solely in my name. Also, seemingly going through the grueling process of purchasing a home and verifying income and providing supporting documentation from the IRS, bank statements, employment verificatio n, 100 percen t on time payment history on all accounts for many years, and etc. Which all speaks volumes to my employment history, credit worthiness, stability, and income model. However, I sensed that after I stated my annual access income is {$250000.00} and the tonality and posturing in the USAA reps voice began to change and become condescending and the profiling began as if it was a ridiculous amount of money for someone like me ( XXXX XXXX Woman ) to have access too. The USAA rep began to demonstrate implicit bias and by the time she ran my credit, placed me on hold, and came back to the phone it was full-blown explicit bias that I felt, which is properly termed in this incident as disparate treatment which induced disparate impact. So, I then broke the income down for her and explained that my income is {$150000.00} per year and the income that I have access from my husband is {$8300.00} per month, which is {$100000.00} per year for a total of {$250000.00} per year. USAA rep went on to discourage me from using my husbands income because Id stated this would be an individual application, not a joint application. It was then stated that if the {$8300.00} was alimony or child support I could use it, but since it was my husband it had to be a joint application. Sounds like Im being penalized for having a husband and not an ex-husband-discrimination based on marital status. I began to explain to USAA rep that the stated income has been used on all of my credit applications and lending institutions from car buying/leasing, to credit cards, and consumer loans from other banking institutions without fail and most recently as a compensating factor for home purchase. The only lender that Ive had to verify income was for building/purchasing a home in XX/XX/XXXX , increments during that time and right before closing recently in XX/XX/XXXX . USAA rep stated that the application would need to be reviewed by the Underwriter which came back requiring income verification with XXXX recent pay check stubs. My response was thats not a problem, but why? My credit application/report supports my income model, and my stated income. I also asked if USAA required all applicants to submit these documents for consumer loans because nothing was ever mentioned about my credit score, credit worthiness, or the fact that I had again paid off over {$8000.00} on my USAA credit card just days prior to the loan request which they held the check for seven ( 7 ) busi ness days endorsed by my credit union. There is a disparate treatment which is causing disparate impact based on my race, sex, and marital status. I asked to speak with the Underwriter, but I was told there was onl y one of duty for the day. Then I asked for my call to be escalated to a USAA supervisor, and thats when XXXX announced herself and she began to explain that USAA is a conservative lender and there are triggers as to whom to ask for verifiable information because the bank wants to protect itself from fraud. I explained to her that this level of conservativeness is beginning to look more like discrimination. She went on to give the disclaimer that USAA does not discriminate based on race, religion, etc. I told her shes paid to say that, but just like XXXX XXXX , XXXX XXXX XXXX , XXXX , and so many other institutions, they were still found to be in violation of the fair lending practices. By now, Im sure I am a victim of USAA by means of comparative evidence of disparate treatment and disparate impact requiring additional documentation that is required for triggers. USAA please define triggers as to be sure not to discriminate certain groups of people from the standard for fair lending practices without exceptions or discretion of reps and underwriters profiling deserving applicants. I wanted to know if USAA is conducting lending practices with a different set of rules beyond Equal Credit Opportunity Act ( ECOA ), abiding by Consumer Financial Protection Bureau ( cfpb ). Since that time I have receive d two mailings, one dated XX/XX/XXXX stating that before they can make a decision on my application I need to submit XXXX Most Recent Paystubs with XXXX Most Recent XXXX Form, this is more than what was initially asked for during the phone call, which further lets me know that USAA is guilty of Disparate Treatment and Impact which explicit discrimination. Since when does someone submit XXXX forms for a consumer loan? The second letter dated XX/XX/XXXX signed by XXXX XXXX , Vice President, Loan Experiences, USAA Federal Savings Bank states Notice of Decision for {$20000.00} Consumer Loan was not approved because Insufficient or lack of income. If there was true justification for closing the loan, it should have been for incomplete application or an issue with my credit score XXXX ( which declined since I purchased home ), or additional information required. Overall, the consumer loan application process with USAA rep, Underwriter, and Supervisor left a lot to be desired. It appears that USAA has no problem with me paying them insurance money and paying high interest on their credit cards, but there is disparity in loaning money to deserving customers all while using the money that is paid to them for their conservative loan applicants. My credit profile is a testament to my discipline, hard work, stability, and efforts to obtain and maintain the American Dream, but institutions that continue to redline XXXX XXXX is the core reason there is disconnect with achieving these very things. If anything, USAA needs to be courting me with various products to increase my portfolio with their services.
|
| 10/16/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
We were scammed as we attempted to obtain a loan. We currently back with USAA.
First contact was XX/XX/XXXX to our daughter ( who is not named account-holder but has an account under ours ) demanding repayment. My husband called the bank & told them what happened. He was told they would investigate the fraud, would take 3 business days, but we were probably fine.
When I got paid on XX/XX/XXXX, I could not access the account. When my husband called, he was told the account was frozen because it was overdrawn by {$1000.00}. He exp that was not what he was initially told. They said that's all they knew. My husband called back later that day, that person asked many questions, told us the checks deposited were from CA child support agency ( we know no one in CA, have never lived in CA, don't receive child support from anywhere ) & person doing it was from Florida. He said the account had been improperly investigated & it would be 3 more days before it would be done, but he'd try to ask for it to be done faster, since our account had been frozen for 4 days.
After hearing from no one, he called back Friday. We were told that because the money was moved from one account to another before it was withdrawn - accounts that we own- they were holding us responsible. They said had they money not been moved, we wouldn't have had to pay. There is more than {$1000.00} currently in the account, but that could not be used to pay it, it has to be an outside source. Until this is satisfied, the account will remain inaccessible. NSF fees will continue to accrue.
We were never notified our account was frozen. We only found out because I couldn't access my deposit. We never received any written notice afterward. The only money in the account in from my Social Security Disability payments, so it is all government money they are refusing access to. We've been given conflicting reasons & explanations every time we've spoken with them. We haven't received anything in writing saying we are responsible for this money.
They chose to cancel my husband 's debit card & reissue it, which he received on XX/XX/XXXX or XX/XX/XXXX. He was never told of this. His was the only card they canceled, not mine nor my daughter 's ( she largely doesn't use her account anymore ). That is the actions taken when one has been hacked or scammed ; we know, because we've been hacked/scammed somewhere between 10-15 times in the last 3-4 years, only 2 of which USAA actually caught, but after the fact.
The only time USAA initiated contact was the initial collection attempt, when they called my daughter. We have driven the entire thing. To speak with someone on Friday, my husband was on the phone for an hour and a half before he reached anyone. When he tried to speak with them again, he was on hold for nearly an hour & was disconnected.
When USAA told us we were responsible for this money, they said it was because the money was moved from one account to another, and that otherwise, we would not have been. That seems disingenuous. These accounts all belong to us, under our name as the named account-holders. We did not know the money was not going to our main account. When the scammers asked us if they could put it in a particular account, we, like many, did not know if the account number they gave was our main one or not ( we have 4-5, including our daugher 's, under our account. Money was subsequently placed in another account ( that turned out to be our daughter 's ) that we did not give permission for it to go into.
We have since learned that this scam is a " money mule '' situation. We do not have good credit & we're desperate to obtain a loan because our refrigerator went out 2 months ago. We need to replace it & haven't been able to find a loan that wasn't usary. In hindsight, we should have realized this was too good to be true, but we are in sure a dire situation, we just didn't take the care we should've. It was sent under the letterhead of XXXX XXXX, so we felt it should be legitimate.
In withdrawing the money to send scammers, we learned the accounts the money was in was not tied to our debit card. We had to put the money in our main account to be able to access to money to send back to the scammers. That single action is why USAA does not consider this a scamming situation, but one for which we are responsible.
We've attempted to speak to a supervisor. We were told on Friday to expect a call in 2-3 business days. Meanwhile, today makes Day 8 of our account being frozen.
I tried reaching out over social media, since that can elicit a quicker response. I was assured we get one. Because we'd had so much trouble, they told me they'd escalated ti to their highest level. 12 hours later, we hadn't heard from anyone. The people who handle this area work from XXXX, so anyone who works has a difficult time reaching them, especially given the hour and half wait times and disconnects we experienced.
We were the unwitting victims of a scam. We would have never willingly participated in anything like this. Yet instead of being helped, we are being treated like criminals. We would have had no money at all if my husband had not already changed his money to go into another account we had, because we'd become tired of the hacking and customer service issues we'd had. This confirms that his decision was correct. Our daughter stopped using her account about a year ago after seeing all the problems we dealt with. She begged us to stop using USAA too. I wish we had listened, but we'd been with them for 15 years or more & kept hoping things would get better.
And as were are in the midst of dealing with all of this, on XX/XX/XXXX, my daughter got a call from someone saying they were from USAA, aggressively demanding payment. She felt weird about the call, took down the number, and ended the call. She looked up the number and found it was *not* USAA. In telling us what they said, they knew details of the event that only USAA and we know, some of which we didn't know until we were told by USAA after the fact on XX/XX/XXXX.
Concerned that this was an attempt to continue the fraud - because we couldn't figure out how anyone would know the details, as we had told no one, not even our daughter, because frankly, we're so embarrassed about what happened - we relayed this information to USAA. They initially blew us off. We pressed the issue, but still were met with disinterest and no concern. To us, it's yet another thing that proves we were not a party to this and shouldn't be treated as the criminal here.
Our daughter has had to change all her info at her new bank as a result of this. We feel if USAA had taken any of this more seriously, it wouldn't have happened.
We are now left with {$2300.00} of Social Security benefits we can't access. a daughter who had to change all her banking info, a bank who purports to be here for and to help military families who has left us out on our own, a {$1000.00} debt we can not pay, still no refrigerator, embarrassment this even happened, and anger & frustration that we've been punished for the simple act moving money from one account we own to another, a thing we and millions of other Americans do every single day.
We ask you to please help us resolve this issue so that we can access our money and move on from the horrible experience.
We have the email we were sent from the scammers but we unable to upload it.
|
| 05/16/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
USAA Banking failed to keep my account secure and now they are charging me for fraudulent activity. Here are the details of what has transpired in the last few days.
Thursday XX/XX/2019 : I left for XXXX, FL and when I arrived I opened my USAA app and received a travel advisory alert. I responded to the alert by putting in information that I was currently traveling in Florida and would be back at my home of record ( XXXX, GA ) on XXXX XXXX, 2019.
Attached Documents : Boarding Pass Friday XX/XX/2019: I used my USAA debit card ending in XXXX at XXXX in XXXX, FL Attached Document : Account Transaction for Checking Account showing my expense in XXXX Saturday XX/XX/2019 : I logged into USAA mobile app to transfer {$400.00} from my savings to my checking account.
Then I sent the {$400.00} from my checking to my business landlord via XXXX for my suite rent. Which I do at the beginning of every month since XX/XX/XXXX.
Sunday XX/XX/2019 : I tried using my USAA debit card ending in XXXX at a convenience store. It was declined. I logged into the app and was not granted access. The App stated due to security, access denied I called USAA Banking Number at XXXX and spoke to a representative about why I couldnt access the app. The USAA representative told me there was some suspicious activity that would require the fraud team to investigate. I told the representative that I was in XXXX and that I put a travel advisory on my account. The USAA representative said ok and that I would have to speak to a fraud agent because he couldnt see what the issue was. He said that because its the weekend the Fraud Agent would call me on Monday XX/XX/XXXX. I said ok and we hung up.
Tuesday XX/XX/2019 : I receive a call from USAA, they representative on the other end said her name very quickly and then proceeded to ask a bunch of questions.
Agent : Tell me about these transactions?
Me : What transactions, I cant get into my mobile app to see?
Agent : What was the last transaction you remember?
Me : I transferred {$400.00} from my savings to my checking to pay by business suite rent via XXXX. I tried to use my card on Sunday ( XX/XX/XXXX ) at the local corner store but it was declined and I couldnt get in the mobile app which prompted me to call you all.
Agent : Where did the money come from?
Me : What money? The {$400.00}?
Agent : Where did the {$5000.00} come from?
Me : Im sorry, what are we talking about? What {$5000.00}?
Agent : You put {$5000.00} in your account Me : I didnt do anything. I definitely didnt put {$5000.00} in my account.
Agent : Did you share your account information with a third party?
Me : No, I have never shared my information.
Agent : It looks like you shared your information with someone.
Me : How is that?
Agent : What about the other debit card?
Me : What other debit card? I have one card that was decline. Can you tell me whats going on?
Agent : We sent you another debit card on XX/XX/XXXX.
Me : How? Ive been in XXXX since the XXXX? I put that in the mobile app as a travel advisory. How would somebody go through my mail and get a card?
Agent : We sent it XXXX.
Me : What!! Im not home, Im in XXXX headed back to Georgia today. You should see that from the apps trip advisory.
Agent : Well maam this was just a curtesy call to inform you of the next steps, right now it looks like you gave your credentials to a third party and took money out of your account putting your account in the negative.
Me : What! Why would I inconvenience myself with taking out money I dont have. I been with USAA since XX/XX/XXXXand why would you all send a new card without informing me? Im not even in town!
Agent : We are going to investigate but its looks like you will be held accountable. Please call USAA Bank back in two business day with our decision.
Tuesday XX/XX/2019 : around XXXX when I made it home, I logged into the USAA Banking website and found message ( attached documents ) : Authorization of Changing of Pin Authorization of increased daily limit There was no indication or message about a new card being sent to me.
Thursday XX/XX/2019 : I called USAA at XXXX and spoke to a representative. I asked her to transfer me to fraud because I need my account cleared as I have bill.
Transferred : The agent asked me about the fraud again. She then stated that my account does look funny and she couldnt figure out why USAA sent out a Mastercard. I asked why I wasnt notified of the new card? She said she doesnt know and would work to get my account cleared. She also asked what card I had on me. I told her the debit card ending in XXXX she then proceed to say that she doesnt know why that card wasnt turned off just suspended. She then asked if I would like a new card and I told her yes and please send it to my Job not my house as somebody was about to steal the other card and activate it without my knowledge or permission.
She told me that she sent me new cards and to call back on Monday as this claim will take a few days to clear.
Monday XX/XX/2019 : Called USAA Fraud Team at XXXX, asked the representative about my accounts because I really needed to pay bills and I didnt have access to my account.
The rep proceeded to tell me that USAA was holding my liable for {$5000.00}. I asked the representative, how was this possible when the other agent told me the prior week that she was going to assist in clearing this us. I also asked the Rep why he never asked me for my verbal phone passcode, he told me that system randomly requests that action. The rep proceeded to tell me that they couldnt see everything from the case notes. The Rep then proceeded to tell me that they would add their notes and someone from USAA fraud should give me a call back.
WednesdayXX/XX/2019 : I called USAA Fraud Team at XXXX, I told the rep my situation and that I was in a dire need for a resolution as I have bills to pay and cant access my account. She then puts me on hold for about 20 min but checks in every 2 min to tell me that she is still talking to different department about my case. After 20 minutes she tells me that USAA is holding my liable for the fraud. I then proceed to request that my case be reopen with a different analysis. She then proceeds to tell me that they told her that my claim is closed and that she could not open a new claim. I asked her to transfer me to someone that could open a new case. She then proceeds to tell me to hold while she looks at one more option. She comes back online to tell me that she put in another ticket and note which is like opening a new ticket and someone from USAA will call me back.
I told her that no one from USAA has attempted to call me. I have been calling USAA to clear this up and they did a horrible job protecting my accounts and properly investigation this situation.
How USAA breached my Financial Security : 1. They never notified me of an additional card being sent. No Call, No Email, No notice in my USAA profile 2. They randomly decided when to use extra security measure on my account even through that I specifically set that up to not have fraud happen.
3. They didnt not ask for my phone code when the preps called to activate a card or when they called backed to increase the daily limit 4. They never called when they suspected suspicious activity 5. They never verified the callers phone number.
6. They cant explain how the money got into the account.
|
| 09/15/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
This complaint is in conjunction with a previous successful complaint filed against USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations ( XXXX XX/XX/XXXX ). USAA also violated the Consumer Financial Protection Act of 2010.
On XXXX XX/XX/XXXX I received a delinquent tax notice for my property taxes. I contacted my mortgage company. I sent the notice via PDF to the mortgage company. I was advised that the escrow account that is maintained by my mortgage company was established for the purpose of paying the property taxes and the homeowners insurance. At the time in order to be able to satisfy the complete tax bill of {$1400.00}, I would transfer {$250.00} to my escrow account. I was informed that the person on the Escalation Team ( XXXX ) would get back with me to provide feedback on the XXXX of XXXX. XXXX did not call on the XXXX. On the XXXX of XXXX I went online with the XXXX County Treasures office to pay my taxes ( to include penalties ) using my credit card. On the XXXX of XXXX XXXX did call. I informed her that since she did not return my call on the XXXX I went ahead and paid the entire tax bill until XX/XX/XXXX. We discussed the transaction and I sent her invoices clearly depicting that I had in fact paid the tax bill. I was told by XXXX that she would be reaching out to the Tx Team to ensure that no money was to be taken out of my escrow account to pay taxes and that she would look into getting me a refund. I was promised again XXXX would provide follow up/feedback on XXXX XXXX.
The morning of XX/XX/XXXX I contacted XXXX XXXX and spoke with a person by the name of XXXX. He informed me that XXXX had a call back scheduled for XXXX XXXX that day. I asked to make sure XXXX was in and I was told she was. At XXXX I called XXXX and requested to speak with XXXX. I was subsequently placed on hold for 5 minutes. I was told that the receptionist was trying to get a hold of XXXX or a manager. After another 5 minutes of being on hold, I was told that neither XXXX or any of the other managers were available at this time.
Supporting this complaint is the assertion that USAA has failed to provide any legitimate documentation six times requested by XXXX XXXX XXXX supporting the statement that USAA has paid fines/penalties in the matter of the mortgage for property at XXXX XXXX XXXX XXXX XXXX WA, XXXX. Mr. XXXX had initially requested documentation for receipts, invoices, or any other valid proof of payment that USAA had made from Mr. XXXX XXXX XXXX escrow account beginning from the date XXXX XX/XX/XXXX. Failure to provide documentation is tantamount to Misappropriation of Funds. When prosecutors bring a charge of misappropriation, they must convince a judge or jury that the following happened or is true : Control but not ownership. The prosecutor must show that the owner of the property, whether it's a person ( Mr. XXXX XXXX ), organization, or group, entrusted or gave the money to the defendant ( USAAXXXX. XXXX ), or otherwise allowed the defendant control over it. In short, the defendant rightfully had possession, but not ownership.
Intent. First, a person must knowingly misappropriate the money, and can not commit the crime by making a mistake or error. A person who misappropriates funds doesn't have to intend to actually physically take the money. It can be enough for a prosecutor to show that the accused intended to take any action that results ( or would likely result ) in the misappropriation of funds. In some states, the accused must know the action is illegal ; while in others, the accused only has to act intentionally and does not need to know that the conduct is criminal.
Conversion. In order to commit misappropriation of funds, a person must not only take the money but must use it for his own purposes. However, this doesn't require that the accused actually take the money and use it to buy something or otherwise spend it. Courts have held it's enough to transfer the money to a bank account or even to refuse or fail to hand over the owner 's money when the owner demands it.
Return. A person who misappropriates funds with the intent to later return the money to the rightful owner is still guilty of misappropriation. It also doesn't matter if the misappropriation only lasted for a short amount of time In attached letters USAA has asserted that : USAA contacted XXXX County Treasurers Office and were informed of the delinquent tax notice ( repudiated by previous USAA letters ) USAA asserts they have paid fines/penalties. Several requests for documentation have been made on several dates. The following are a list of responses : 1 ) We are referring this to our Tax Team and when we have the documentation, we will forward it to you 2 ) RESPA states that USAA has to provide a response to you within 30 days 3 ) USAA utilizes a third-party contractor ( no name provided ) 4 ) XXXX County has not processed the payment sent 5 ) It can take up to 30 days for XXXX County to process said payment 6 ) The payment is lost in the mail 7 ) I can request a refund from XXXX County Treasurers Office On XXXX XXXX I received a PDF letter from USAA mortgage in response to my inquiry dated XXXX XX/XX/XXXX. In this letter USAA acknowledges that I made initial contact with them via e-mail notifying them of the delinquent tax notice. On XXXX XX/XX/XXXX I received a PDF letter from USAA clearly stating that USAA had made initial contact with XXXX County Treasurers Office to find out about the delinquent tax notice. USAA further asserts that they had paid the penalty for late taxes. This assertion is as well false as the property taxes and the penalty were paid with my credit card.
It is very difficult to sort through the excuses and partial truths USAA has offered up. Documentation ( or lack thereof ) leans toward the hypothesis that no funds were sent to a third-party contractor or XXXX County Treasurers office, and yet {$700.00} was stolen from Mr. XXXX XXXX XXXX escrow account, alleging misappropriation of funds/fraud. RESPA Real Estate Settlement Procedures Act. The Act requires lenders, mortgage brokers, or servicers of home loans to provide borrowers with pertinent and timely disclosures regarding the nature and costs of the real estate settlement process. The Act also prohibits specific practices, such as kickbacks, and places limitations upon the use of escrow accounts. USAA has failed in every aspect of these laws. They have failed to provide legitimate documentation in the form of receipts, cancelled checks, wire transfer or electronic funds transfer. They have however, failed to refund me {$1600.00} due to me. They have claimed that they paid a third-party contractor to pay {$700.00} in property taxes without providing the third-party contractors name. They further assert that the money was paid to XXXX County Treasurers Office. The XXXX County Treasurers Office has been contacted an no payment has been received. USAA claimed that they paid the taxes on the XXXX of XXXX and that it is XXXX County Treasurers Office that is slow and inept in processing the payment.
USAA was already found guilty on XXXX XX/XX/XXXX of failing to complete reasonable error resolution investigations.
|
| 01/11/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
USAA has neglected and dropped my dispute cases repeatedly and unethically.
I bought a XXXX XXXX XXXX from XXXX with a payment processor through XXXX. Processed ~ {$2000.00} on the card while the remainder $ XXXX in payment plan to pay monthly. Upon getting the computer, it wasn't acting right. I called he company to tell them about the missing parts and the service and build of the PC was horrible. Plugs weren't pushed in all the way, wire management was horrible. etc. The GPU wasn't acting right and the heat was above what it was supposed to be. The MOBO wasn't picking up the bios correctly and many other small issues. There were no Serial numbers in the box or packing, which is what most companies do for custom PCs. they cut out the serial number on the box and give it to the customer. I didn't get anything. When I tried to get troubleshooting help on the Mfg sites. I didn't have the serial numbers to get the info I needed. I took the PC apart, noticed the serial numbers were all missing, scratched off, and torn off. the Dram, gpu, and mobo. All of the parts that weren't XXXX brand.
I disputed the transaction with USAA. Submitted the benchmarks difference with normal pc and mine, pictures of the serial numbers being removed. Also the email of the company saying they won't give me the serial numbers and don't have them. Showing that they never had them as well. All proving that this PC was counterfeit. I sent them the FTC report number as well. The FTC took the PC to investigate and had the system for ~3 months. I called in about the dispute after it was " closed '' and tried to get the dispute people to call me. It took them from XXXX - XXXX to finally call me. Over 6 months. I called 1-2 times a week to the front call center, they put in the requests MANY times to get call backs. They would claim the notes in the account say they try to call me, but yet i never got missed calls. Even notes saying they leave a voicemail. But I never got any missed voicemails. 3 months into this process, I told them to talk to their IT team, because they obviously have my number blocked on their IP communicator side. In XXXX I finally wasted 8 hours of a day trying to get to a tech team member to investigate my number being blocked. Finally I got my number unblocked. Within a few hours, I got a call from the dispute rep who fabricated so much information, I just had to hang up.
Firstly, they claimed they didn't have enough information to investigate, for months on the notes. I submitted everything and requested they tell me what more they needed. Yet couldn't tell me what they needed exactly. He kept skating around the lines and claiming that nothing I should proved it was a counterfeit PC. Yet my Background and XXXX or XXXX in XXXX XXXX wasn't enough to evaluate it as counterfeit. Then after dictating CA Penal code that shows that it's illegal for anyone to sell PC parts without serial numbers. The Rep continued to fabricate any other excuse as to why the bank couldn't dispute the charge. Then tried to push it on Visa. Claiming that they were following their policy. I spent a day communicating with Visa. Visa 's policies state that counterfeit items are covered by their dispute policies given to merchants and banks. When I brought that back to the dispute rep. They turned it into something else and made another excuse why they couldn't process it.
After arguing with him for a while he claimed that there was nothing he could do either way. Since the timeline of the dispute has passed, I had to argue this information months ago. WHEN THEY DIDN'T COMMUNICATE WITH ME THE WHOLE TIME. I have hundred of calls I made to them, yet XXXX shoes NO calls coming to my phone from their bank in relation to the hundreds of call backs I requested.
Today, I get a call from another person who shoots down a different path and claims that they can't dispute the account because the need the invoice of the purchase. Since XXXX was the merchant and XXXX is the payment processor. I yelled at him and argued that they could have told me this in a letter, email, text, call MONTHS prior, so I could have gotten this information and then he continued to say the timeline is passed. Which is idiotic to say the least, since they didn't communicate with me at all during the dispute process and had my number blocked on their own system.
After asking if I could just get the invoice for them, can they just make the exception of processing the dispute as they are supposed to. They refused. Then explaining that they can't dispute the payment processor. If I made a payment through them and the merchant didn't deliver. Then they can't dispute it. Just like XXXX uses XXXX. Or XXXX using XXXX etc. Yet there is no policy he could explain that shows that. He just kept changing the reason why they can't do it. I told them that I would take them to civil court and he said that was the only option.
There are still two disputes open that were dropped and never processed with USAA.
The other process from XXXX. I made two orders in 2 days. Never got the orders after 1 month. Disputed the charges and the bank claimed they never had enough information. They refunded one charge, then dropped the second order dispute and never even bothered to put notes on the case file for months on end. Still same excuses timeline being too far in the past to dispute the charges.
OTHER issues about the bank is their lending programs and credit card application processes. I created the account XX/XX/XXXX, opened the account with 2 credit cards. XX/XX/XXXX, I applied to purchase my lease. Credit score sitting at XXXX. No mortgage etc. So debt to income ratio is fine. They denied the loan for XXXX. Reason was " too many inquiries ''. Yet when I checked my credit profile. USAA was literally the only things on my account, 3 inquiries when I opened their account. Last inquiries were in XXXX, when I purchased my house and got my car lease.
After a week or so, I called back up to complain about that process. It didn't make any sense why I would be denied. Again got all the excuses. But in reality, the underwriting team literally has no ability to go against the algorithm they use for debt to income ratio. I applied again, as directed by the " senior rep '' because they could push a few things around. Again, denied. meaning I had now 5 hard hits on the account. A month or so later after complaining about it to some senior reps. Got no where. But I needed something when my lease was up. So I called back and applied for a XXXX loan for a motorcycle. Denied, again, too many inquiries. The only ones on the credit score was USAA. But they gave me a 3rd credit card. So now my " credit limit '' with 3 cards was close to {$12000.00}. The SAME amount I originally requested in the first loan.
The bank is forcing me into Credit cards to purchase a vehicle to pay their 16 % interest rates etc. While leaving me in debt to them in the complete ignorant manner in which I was forced into their credit cards and not auto loan as originally asked.
Now my credit is sitting near XXXX with loans maxed out to cover all the payments to purchase a motorcycle and parts, because they wouldn't give me the loan to cover a new bike. Killing my credit and forcing me into debt with their higher interest rates.
|
| 10/06/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
1. On XX/XX/XXXX XXXX I executed and returned {$5000.00} of HARDWOOD FLOORING, which I paid for upfront, using my USAA DEBIT CARD ending in XXXX, with XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, PA XXXX ( ( XXXX ) XXXX ). These materials never left the warehouse of XXXX XXXX ; thus I was never in possession of items. I ultimately chose another product at a XXXX XXXX and XXXX XXXX, without question, allowed me to simply refund the debit transaction.
2. Under the perception that I believed the {$5000.00} refund would just take a few days to reflect in my USAA account, I knew TWO weeks was too long for any amount to be credited back to me, let alone the significant amount of {$5000.00}. Obviously, I then submitted a DEBIT CARD DISPUTE, Dispute # XXXX, on XX/XX/XXXX, as referenced from the EMAIL from USAA on XX/XX/XXXX.
XXXX. In this XX/XX/XXXX, XXXX AM EMAIL, USAA stated : Certain requirements must be met in order for us to help you obtain the credit. Unfortunately, were unable to help you obtain the credit for the disputed amount for the following reason : " The required time frame to dispute the transaction has elapsed. In the future, please notify us as soon as it appears on your statement so that we can assist you. '' Although were not able to help, you may still be able to pursue this matter directly with XXXX XXXX XXXX.
4. This response was beyond absurd as I was not aware of any time frame to dispute a {$5000.00} refund transaction, especially since the DISPUTE was with USAA. The transaction was not disputed by XXXX XXXX, nor was I disputing any of their actions, as they had no problem processing the refund on XX/XX/XXXX.
In fact, XXXX XXXX, from XXXX XXXX further assisted me by emailing me the receipt for the Refund Transaction on XX/XX/XXXX, XXXX PM, after I had to return back to XXXX XXXX to retrieve the receipt that USAA requested.
If I would have paid in paper cash then yes my dispute would have been with XXXX XXXX and would not have submitted a dispute with USAA ; therefore since I paid {$5000.00} in CASH from my DEBIT CARD account, my dispute was with USAA for not refunding me the {$5000.00} that XXXX XXXX AUTHORIZED.
5. However, even after providing them with the receipt they requested over the phone, which I submitted using their online portal, I never received a response.
6. Then on XX/XX/XXXX, after I was never responded to, I called USAA to ask about the dispute and I was notified via their internal messaging system, as seen from my screenshot taken at XXXX XXXX, XX/XX/XXXX. ( I took a screenshot ( fortunately ) as I had no ability to save USAA internal message. ) 7. In this XX/XX/XXXX message, they asked for the following doc/info by XX/XX/XXXX : The date service was expected to be received Just as their XX/XX/XXXX email response was absurd, this XX/XX/XXXX Internal Message was equally absurd and baffling as I was not expecting, nor did I ask for any SERVICE to be received. The transaction was for HARDWOOD FLOORING, not a service.
8. Strangely, on XX/XX/XXXX, XXXX XXXX, USAA notified me via EMAIL now, that they have begun investigating a yet another dispute, now purportedly dated XX/XX/XXXX, clearly conflicting with the Internal Message merely two days prior. In this EMAIL, they stated they issued a {$5000.00} TEMPORARY credit, while they pursue a resolution.
9. On XX/XX/XXXX, XXXX XXXX, USAA notified me via email that In order to pursue a resolution of your dispute, we need you to provide the following documentation by XX/XX/XXXX - Copy of your contract with the merchant - Copy of the purchase receipt - Copy of the merchants terms and conditions 10. I then contacted USAA shortly thereafter, via phone, and was asked for XXXX XXXX ' contact information and address, which I provided.
11. I was asked to submit the Refund Receipt and transaction number using their Internal Message portal, which I promptly did so.
12. On XX/XX/XXXX, XXXX, AS SEEN FROM THE screenshot of their INTERNAL MESSAGE and after numerous calls with USAA between XX/XX/XXXX and this date, and after submitting the receipts requested, I responded stating I already submitted the documentation and information requested and learned from one of their representatives that they were in contact with XXXX XXXX, in which Im sure they found the {$5000.00} REFUND to be valid.
13. Merely 45 MINUTES later at XXXX XXXX, USAA contacted me via EMAIL, referring to the same XX/XX/XXXX dispute and message above, stating : We've completed our investigation of the dispute and find the transaction is valid for the following reason : -- Without receipt of requested contract documentation and/or purchase receipt to provide detailed information to prove service/merchandise were not as agreed upon, our investigation determined that no error occurred.
-- Your temporary credit will be REVERSED. The temporary credit posted to your account for the disputed amount above will be debited from your account on XX/XX/XXXX.
14. On XX/XX/XXXX, at XXXX XXXX, using their INTERNAL MESSAGING system I stated I once again uploaded the receipt for the return from XXXX XXXX, as well as my STATEMENT showing the transaction to XXXX XXXX.
15. USAA responded on XX/XX/XXXX thanking me for my email regarding a dispute and that they have forwarded my inquiry to the Dispute Resolution department.
16. My response, as seen in that screenshot speaks for itself. After sending them all the required information, after they spoke with XXXX at XXXX XXXX and after I even provided them with my bank statement, they still REVERSED the transaction and locked my account.
XXXX7. This Reversal over-drafted my account and subsequently resulted in nearly {$330.00} in NSF transactions.
18. I then ceased all communication and started using another bank for my checking. Unfortunately, I forgot to change my VA XXXX Direct Deposit to my new account, thus it was direct deposited to USAA, out of my reach.
19. Whichever funds I had while they reversed the account in addition to my VA XXXX payment of {$1500.00}, my account reflected a negative amount of {$4500.00} 20. Only upon returning to my account almost a year and a half later to retrieve my mortgage statements, which I wanted to review pertaining to their foreclosure which I also have an open CFPB claim about, I then found that USAA had issued a 1099-C for {$4500.00} on XX/XX/XXXX. Not only that, but they deleted ALL OF MY XXXX documents, ALL of my bank statements for account # XXXX and ALL OF MY MORTGAGE STATEMENTS.
21. Upon further researching my claims about their foreclosure I came across the CEASE AND DESIST issued from The Office of Comptroller of the Currency, XXXX, # XXXX.
22. Clearly this 1099-C they issued a mere day prior than the OCC Cease and Desist Orders effective date, was to evade the reporting requirements the OCC outlined, specifically Paragraph 61 ( a ) Respondent must treat the civil money penalty paid under this Consent Order as a penalty paid to the Government for all purposes. Regardless of how the Bureau ultimately uses those funds, Respondent may not : CLAIM, ASSERT, OR APPLY for a TAX CREDIT, or any other TAX benefit 23. Thus, USAA is clearly in violation of this Consent Order.
|
| 01/19/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
My wife and I were trying to build a new home in XX/XX/2018. We contacted USAA and were assigned a mortgage agent named XXXX XXXX. From the very beginning we informed XXXX that we wanted to construct a new home. We also informed him that we have a POA which allows me to collect my wifes income for the purpose of paying and obtaining new debts. The POA is a general durable POA which names me as my wifes official payee to collect all of her income as if it were my own. ( Since putting the POA in place, I have been able to pay down my wifes debt and raise her credit scores quickly ). We spoke with XXXX about our unique income situation on recorded calls several times. We discussed our hesitation to apply for a loan unless our POA would be recognized and our income would be recognized as my own. My wife and I are both XXXX veterans and receive VA XXXX income. My wife is XXXX XXXX XXXX and recieves more VA income than me. We also work part time as independent contractors for food delivery services for extra income. After emailing our VA XXXX award letter amounts and POA to his email we were verbally informed over the phone that he would have his underwriters and attorney review the POA and whether our income would be recognized as my own. After some time we received verbal confirmation that documents were shown to the underwriters and attorney and that there wasnt a problem with the POA. My wife and I then decided to get preapproved and look for a home. USAA and XXXX XXXX ran our credit and preapproved us for {$180000.00}. At this point, in XX/XX/2018, we informed him that we were interested in building a home. We found a property and travelled to its location to make sure the property was as advertised online and that we wanted to live there. We found out that we needed to use a contractor that has a VA builder ID. We found one. We emailed XXXX the VA builder ID for our contractor. We were told by the owner of the property that we needed to put earnest money down on the vacant land in the amount of XXXX $ and that we would have to hire civil engineers to create a lot exhibit and residential land survey. We paid {$360.00} for the land survey and {$120.00} for the lot exhibit. We also had to travel from Illinois to South Dakota to meet with VA contractor twice to discuss where the best location to build the home would be and to draft up the instruction contract estimate for XXXX XXXX. At this point, XXXX had recieved all documents and knew exactly what our intentions were. In good faith we shared all this information with XXXX and send him emails informing him that the cost would be closer to {$200000.00}. XXXX informed us that the borrowed amount could be increased. I asked again if our income and POA were going to be okay and was verbally told on a recorded line that it looked okay and that our income was okay. We paid the engineers and the earnest money to the seller. When it came time to apply for the mortgage, I was told on the phone that USAA doesnt do construction loans I would have to find a construction loan. This was a shock for my wife and I because he knew from the beginning that we were constructing a home and we had already provided him with our contractors VA builder ID. My wife and I were referred to XXXX XXXX XXXX XXXX by our VA contractor. After speaking XXXX XXXX at XXXX, we were told that they were not going to give us a loan or recognize our POA for income. This was XX/XX/2018 and one month before closing. My wife and I asked WHY our POA was not being honored and XXXX refused to put into writing why they were discriminating our POA. They stopped answering our calls and we lost the property. My wife and I were devastated. We had already lost {$1000.00} from travel and civil engineering expenses. Our preapproval expired on XX/XX/XXXX. My wife and I feel that we were mislead from the very beginning because he knew that we were building a home and he told us that USAA doesnt fund construction loans.
XXXX said we could find an existing home instead but our preapproval expired XX/XX/XXXX. On XX/XX/XXXX we found a different home and made an offer on XX/XX/XXXX. We contacted the realtor and put {$1000.00} earnest money down the new house we found. We paid {$300.00} for the home inspection and {$180.00} for the radon test. We also found home insurance and changed insurance companies to satisfy the closing. XXXX said that we had to suffer ANOTHER hard inquiry in order to process our mortgage application. My wife and I were very upset about this because we had already suffered a hard inquiry for the preapproval. Before this whole process my scores were XXXX XXXX and XXXX. We were told by one of XXXX underwriters that the application itself was hard inquiry. And we were forced to run our credit again if we wanted to purchase the home and submit the loan. I told the underwriter my concerns over the recorded phone call that I didnt want to submit to another credit check unless everything else with our application was okay ie : the POA and our imcome. The underwriter said that he couldnt do anything unless we filled out the mortgage application. I recieved a call from XXXX and I asked about underwriting and the POA. He informed me over the phone that everything was looked at by his office attorney and that the POA was good and our income was good. We suffered another hard inquiry credit check. After the credit check, I recieved my credit scores in the mail and an email stating that his underwriters were not recognizing my wifes income. I was shocked AGAIN because from the very beginning he recieved our POA and our VA award letters. His office had these documents since XX/XX/XXXX and it was now XX/XX/2018 and two weeks before closing. We were denied our mortgage and are in danger of losing this property as well. We feel that he dragged out this process unlawfully and wasnt truthful about showing his underwriters the POA prior to this process because I recieved a phone call from one of the underwriters stating I couldnt claim my wifes income. I feel that this office acted unlawfully by telling us different information over the phone to make my wife and I feel that everything was okay when Im fact they were not recognizing my income or the POA because the direct deposited checks have my wifes name on them and she wasnt on the loan due to her credit score even though we had be assured by XXXX verbally for months that the POA to claim my wifes income was okay. We are now in danger of losing this home TOO because of gross misconduct by XXXX XXXX and his XXXX office. My wife and I are in danger of losing this home and an additional {$480.00} on top of the {$1000.00} in damages we already suffered from the previous construction property. My wife and I have submitted every document requested by XXXX and his office, answered all questions asked of us truthfully and to the best of our ability and paid all money to all parties involved in good faith and based off of the information given to us by XXXX XXXX and his office.
I am attaching a copy of the POA which has been in his offices possesion since XX/XX/2018. Its 9 pictures in order of each page of the POA. I am also enclosing copies of the contractor invoices.
|
| 10/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On Tuesday, XX/XX/XXXX, I received an email notification from a subscription called XXXX XXXX advising a credit was detected in my checking account. The refund was from XXXX. I have not shopped nor returned anything to XXXX in recent months. Curiously, I happened to check our bank account, where I was quickly able to confirm a fraudulent charge from XXXX, as well as five other charges from XXXX, that were also fraudulent.
I immediately contacted USAA, I noted the time was XXXX est.
I spoke with a representative named XXXX, who began the fraudulent investigation process. While speaking with her, an additional charge from XXXX was processed. This totaled {$430.00} in unauthorized, theft purchases. XXXX did return the charge for {$55.00}, leaving a total of {$380.00} fraudulently deducted from our account. XXXX then terminated my debit card, to prevent any further charges.
We have been USAA members for 10+ years. I believe this incident with mark the fifth time our checking account has been compromised in that time. Each of the previous occurrences, a provisional credit was issued in the amount of the missing funds, to protect us as consumers and to re-establish that USAA can be entrusted with the management and safety of the funds we entrust in them. If for some reason the results of their investigation reveal the charges were not fraudulent, that provisional credit would be deducted back from our account.
This time, we were told it would be up to 10 days before any provisional credits would be issued. However, before an investigation can even begin, the pending fraudulent charges would have to actually post to our account. ( Even in pending status, the amounts were already deducted from our available balance. ) On Wednesday, XX/XX/XXXX, I checked our bank account again and noted the charges were still pending. I contacted USAA again, this time around XXXX est. I spoke with a representative named XXXX, who advised there was nothing more to be done, we just had to wait for the process to complete. This is unacceptable, so I requested to have the issue escalated. After XXXX made multiple attempts to reach an account executive, she returned to the call and suggested the option of waiting for a call back. I insisted multiple times that I needed someone to call me back that same day, to which she confirmed each time, that I would receive a call by the end of the business day.
No calls were received.
Today, Thursday XX/XX/XXXX, I contacted USAA for a third time, at XXXXXXXX. I again reached XXXX. I advised that no one had called me regarding the issue, and she quickly transferred me to an account executive named XXXX.
XXXX advised the same process and XXXX and XXXX, including the waiting period and the steps taken by the fraud department at USAA. She explained unlike in years past, USAA had a policy change in XXXX of XXXX that they no longer offer provisional credits until after an investigation is complete, or at by the maximum allotted time, ( 10 days ). However, that is ten days from the time the charges post, which depending on the merchant can be anywhere from 3-5 business days. She questioned about our debit card practices and safety, which was rather insulting. She also mentioned signing us up for their fraud protection program. XXXX quickly realized and acknowledged that we were already signed up for that service, and confirmed that the contact information set up was accurate and up-to-date.
She offered to defer payments to other vendors, to stop payment on ACH payments, to essentially tarnish our finances and good standing with other accounts, because funds were stolen from us through no fault of our own. XXXX explained the new regulation, and that it was by law they abide, but also advised that it is up to the discretion of each financial institution whether they adopt that regulation or not. Meaning, that USAA has chosen to no longer protect the funds and assets they advocate to protect.
XXXX also advised that it was noted in her system, that an account executive had attempted to contact me twice the previous day and left a voicemail. This is also false. I offered to provide my XXXX phone records as proof. She escalated that issue to the manager of the representative who left that notation.
After an hour and a half conversation, and hearing USAA 's new policy and procedure repeatedly, nothing more was done.
In this instance, USAA failed us. They failed in every possible way. Not only does fraud seem to be a prevalent issue in regards to our account specifically, USAA 's fraud alert system has still not notified us either through text or email of any suspicious activity, to which I have repeatedly complained about and received nothing more than apologies and confusion on why their system didn't " flag '' the charges. While they recognize that their system failed, they refuse to issue any provisional credits until the completion of their investigation per their new policy/regulations.
We have entrusted USAA as our financial institution for multiple lines of business ; banking, credit cards, insurance, car loans, and homeowners insurance. The basic fundamentals of a financial institution of any kind, is to protect the consumer. We give them our money, our accounts, and our business, we expect even a basic level of protection should any fraud or suspicious activity occur. Money directly from our account has been stolen. We are victims of theft in this situation and USAA refuses fulfill their duty as they have in the past, multiple times, while they complete their " investigation ''. An investigation of which the results, we are not privy to.
Why are we forced to wait to receive OUR money back into our account? Do we not have rights to our own capital? What if I didn't happen to check the bank account when i received the third party email from XXXX XXXX and our bank account was completely drained? XXXX advised we would be in the same situation, with zero protection, until the charges posted and USAA still had ten days to issue that provisional credit. She also noted that she " hoped '' their fraud system would've " eventually '' caught the issue and notified us, but either way, we would still be left unprotected, being essentially punished for USAA 's lack of security and communication.
Our rights have been directly violated by USAA, and continue to be every day we are still missing the funds from our account. No one should ever be put in a position to financially suffer in any capacity, no matter the amount, at the hands of a financial institution. The very institutions built on protecting those very consumers.
Fraud is inevitable. However, it is the responsibility of the financial institution to stand behind their clients and ensure they experience the lowest possible hardship, which USAA has always done, until now.
Along with this report, I have filed a complaint with the XXXX XXXX XXXX, the Federal Deposit Insurance Corporation, the Federal Reserve, and I have submitted a letter to congress.
|
| 04/16/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I filed a claim with XXXX XXXX in XX/XX/2018 and we are now in XXXX and I have yet to be paid in full. USAA and I have been communicating back and forth since XXXX and USAA has never provided me with response to my questions. USAA has only created fraudulent information in my name and provided me with excuse after excuse as to why I have not been paid. I submitted a complaint though the CFPB in which only the bank responded and I am not satisfied with USAA response. USAA has failed to answer item by item line by line. Out of the forty questions posed in the first complaint/affidavit USAA only responded to one. I require all question within this document to be answered.
These are specific to USAA Bank Why did you USAA only answer to one out of forty questions?
Are you USAA attempting to make it seem like you are conducting a further investigation by only answering one question?
Why did no one respond to my dispute for {$1600.00}?
Why was my dispute for {$1600.00} not acknowledged?
Why did you close my saving and checking account without my consent?
Why did you close my savings and checking account while a dispute was on file?
Why did you close my savings and checking account after I filed a dispute with you against the money that is owed to me by XXXX XXXX?
Why did you take away my ability to access my own information while my money was still in the account?
Given that you were able to confirm that the XXXX money was removed from my account and released is it safe to assume that you still have access to my bank statements?
If you do in fact still have access to my bank statements why am I not given the same access?
Are you USAA allowed to withhold my own information from me?
Is there a law that states that you USAA are allowed to withhold my own information from me?
If so what is this law?
Is there a law that states you USAA are allowed to close my accounts while a dispute is on file? If so what is this law?
Is there a law that states that you USAA are allowed to close my accounts without my consent?
If so what is this law?
Where is my money?
I require you USAA under the Freedom of Information Act which was already submitted to in writing through USPS to release all bank statements to me.
Following questions are towards XXXX XXXX What is policy language? What does policy language mean?
Why was recoverable depreciation not mention in the original policy agreement?
Why was recoverable depreciation only mentioned to the policy holder after my loss and first initial payment of loss?
Where within the renters policy does it state that I the policy holder am not allowed to have assistance with purchasing my equipment?
Where did USAA get the second receipt from?
Who submitted the second receipt with the use of my information?
Under the Freedom of Information Act I require XXXX XXXX to provide me with the second receipt totaling {$2300.00} in which XXXX XXXXXXXX states they received from me?
How was the second receipt submitted?
Why did XXXX XXXX release the amount of {$1600.00} in the first place if I was misrepresenting myself or my equipment?
How is asking me if I know anyone who wants to cause me harm an appropriate question for XXXX XXXX to ask? How does this help your investigation? How does this help your investigation determine why I did not receive full payment?
How is asking me if I had any deliveries to my home an appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full?
How is asking me who comes into my home an appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full?
How is asking me why I did not contact management of my apartment complex and appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full?
How is asking me why I did not contact my neighbors and appropriate question for XXXX XXXX to ask, how does this help your investigation as to why I did not receive payment in full?
When I did not want to answer a question XXXX XXXX would ask if there was a reason I did not want to answer the question. How is interrogating your policy holders appropriate? How does this help into your investigation as to why I did not receive payment in full?
Is there a law that allows Insurance companies to ask more questions than the police? If so what is this law?
Why has XXXX XXXX not provide me with the recording in which they state that I state I am a business or corporation?
What financial investment does XXXX XXXX have on my name and my property?
Who gave XXXX XXXX permission to have a financial investment in my name and property?
How does XXXX XXXX have a financial investment in my name and property?
Where does XXXX XXXX get the funds to pay me?
Where is the money now since USAA has removed it from my personal bank account?
Who did USAA pay the money out to, was it XXXX XXXX XXXX or USAA BANK/XXXX?
Where does the remainder of my money go if USAA does not give it to me?
Where is the documentation XXXX XXXX claims to have submitted to me stating that the {$1600.00} was removed from my account due to misrepresentation of equipment?
Why has XXXX XXXX not responded to any of the question I have asked in the previous three documents?
Why did you XXXX XXXX ignore the Freedom of Information act I submitted in XXXX XXXX when your own document states that you have six days to release my information?
What are you XXXX XXXX trying to hide since you will not release my own information?
Where did XXXX XXXX get the idea that I was a business?
Why did XXXX XXXX state that I submitted a false receipt? What is a false receipt? Which receipt is XXXX XXXX talking about, the one I submitted or the second one I never sent that USAA claims to have?
Is XXXX XXXX keeping my money from me because of a false receipt or a false misrepresentation of equipment?
Why did XXXX XXXX depreciate my equipment when the policy states they would not?
Why did USAA claim that my studio residence was robbed when the police report states it was my personal living apartment? What is a studio residence? Are you XXXX XXXX attempting to create a false physical environment of business that I do not own and have stated so several times since XX/XX/2018.
Who is XXXX XXXX and why is he speaking on behalf of the CEO? I have never spoken to XXXX XXXX personally so how exactly did he conduct his investigation? Why did he never get in contact with me? Did XXXX XXXX read the documents sent back and forth between USAA and myself? Did XXXX XXXX himself speak to XXXX XXXX?
where is my money?
why have you been withholding my own information from me?
I require the release of all of my information under the Freedom of Information Act which was provided in writing back in XX/XX/2018 and went ignored.
|
| 07/02/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
Compliant regards USAA online BillPay of our monthly mortgage payment for XX/XX/2021. We have both worked through COVID and do not have a financial hardship due to COVID.
We pay our monthly mortgage through automatic payment from USAA to XXXX XXXXXXXX XXXX XXXX XXXX XXXX. Have had no problems before/since XX/XX/2021 with payments. Bottom line - USAA failed to inform us in writing, by phone, verbally, or through any other correspondence that they were having problems with their provider XXXX ; a problem they knew they had in late XX/XX/2021 prior to our payment due date of XX/XX/2021. Through USAA failure both my wife 's and my credit scores have been adversely affected and despite multiple phone calls to USAA, representatives have either refused to assist or quite frankly lied to us. As a 30+ year member, I am insulted by their representatives failure and refusal to assist in a simple request of providing a Good Faith Letter to us and our mortgage company, XXXX XXXX
I did not know that we had a problem with our XXXX mortgage payment until XX/XX/2021. I have never had a problem using USAA online BillPay previously so I would never expect to have one now.
On XX/XX/2021 we received a letter from XXXX dated XX/XX/2021 stating our Mortgage " is in default. '' I called XXXX and was told this was an error and I should ignore. However, I immediately checked online to ensure the payment was made. According to USAA, online BillPay the payment was marked " complete '' with a date of XX/XX/2021. I also called USAA on XX/XX/2021 and told we were okay ; USAA made no acknowledgement in this call that there was an issue ; I was told payment was made. Therefore, my wife and I concluded we were okay.
On XX/XX/2021 we received a priority mail dated XX/XX/2021 stating, " Notice of Pre-Foreclosure. '' On XX/XX/XXXX, XXXX, and XXXX we spent hours on the phone with both XXXX and USAA. I took time off work, at my expense, thinking I could get it resolved. I was told various versions and stories from multiple USAA representatives. Eventually, on XX/XX/XXXX, I was walked through the way USAA processed mortgage payments by a USAA resolution team representative.
USAA stated they processed our XXXX payment through their partner XXXX to XXXX XXXX XXXX XXXX to XXXX on XX/XX/2021 and it should have been completed on XX/XX/2021. Initially USAA did this through an electronic transfer which was canceled by someone due to the computer software issue, and then USAA paid by an electronic check. Bank records should indicate that prior to my phone call on XX/XX/2021, the transfer was listed under " Delivery Method '' as " Paid Electronically '' and after that call on XX/XX/2021 someone at USAA changed the transfer " Delivery Method '' to " Paid By Mail. '' USAA did not inform us that the payment was changed from electronic transfer to a delivered check ( no other payments before/since have been done with an electronic check ). Nor did USAA inform us that the check was sent and no one could find it. Okay ; a bit of sarcasm here ; really? Sounds like a bad TV commercial. I could have figured this one out ; it's COVID. Minimal people working in buildings so who is looking at the mail in these companies? Regardless, the documents we were provided clearly show the transfer was sent, had a confirmation number, and was complete. Yet ; it was not. Even today, document online shows that " Bills '' to " XXXXXXXX XXXX XXXXXXXX ( Home Mortgage ) '' from " Account/Method '' of " XXXX '' in " Amount '' of " {$3000.00} '' with " Arrival Date '' " XX/XX/2021 '' has a " Status '' of " Completed. '' This transaction never occurred but is clearly documented as complete. My banking records will clearly show that I had to cancel this transaction - a " Check '' on XX/XX/2021 when no one could find it and I authorized XXXX to pull the money from my account.
On XX/XX/XXXX, finally after multiple calls and my insistence on having USAA representatives look at their own documentation, USAA acknowledged that the problem was actually reported to them by XXXX at the end of month XXXX, prior to our XXXX payment to XXXX ; a computer software problem with payments for many customers we were told. USAA representative stated that the problem was not ours and that USAA would send XXXX and us a " Letter of Good Faith '' explaining the problem. USAA assured me that this problem would not impact my credit, nor would we have any associated fees ; and if there were, because we were guaranteed under their XXXX agreement, USAA would handle and make right. I then authorized USAA to cancel the electronic check, which was now over a month old, and we paid XXXX directly on XX/XX/XXXX for the XXXX payment.
We thought the issue was resolved. However, USAA again failed to meet their obligation and commitment as they did not send us a XXXX XXXX XXXX explaining the situation as they said they would, nor did they provide anything to our mortgage company XXXX.
On XX/XX/2021 my spouse received an alert about her credit. On XX/XX/2021, my wife received multiple alerts from XXXX XXXX, and XXXX stating her credit score dropped. We were shocked. Each company dropped her credit by more than XXXX points ( i.e. XXXX XXXX to XXXX XXXX. We immediately began making calls.
Credit companies no help ; we get it - they always hear a story. XXXX no help - although we had documents and asked reps to review our account notes, we were outright blamed for the errors since we used USAA XXXX XXXX auto payment. Said best they could do was request a dispute review, but they had no documentation provided by USAA to them. Therefore, despite the emails we have and the printouts showing all payments made timely XXXX could not assist. We are disputing this with XXXX. USAA was even less helpful. I spent 3 hours, 2 minutes on phone on XX/XX/XXXX ; spoke with multiple people and on hold for 2 hours 38 minutes of that time. Each time I spoke with someone I had to retell our story and ask them to review notes, each time I asked to speak with a supervisor, was put on hold and then transferred to someone else who was not a supervisor and had to start all over. At the 2 hours and a half XXXX, I was promised a supervisor was on the line and would be with me in less than 5 minutes ; 20 minutes later XXXX identified himself with the resolution team ; he was not a supervisor and wanted me to retell the issue once again. I asked for a supervisor and he told me none was available and he could not assist me. Read the transcripts. No one in USAA attempted to just provide what we were promised in early XXXX - a letter that if provided, would have prevented our credit scores from dropping by over XXXX points for a banking error that USAA knew about and acknowledged was not our fault.
I emailed the USAA CEO for Customer Relations, XXXX XXXX and asked for assistance. I have not heard back.
|
| 01/16/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
Late at night on XX/XX/XXXX, I received a text message from USAA providing a 2-factor authentication code for account access that I did not request. I contacted the bank immediately, and discovered that a fraudulent individual had spoofed my cell phone number, attempted to guess my numeric phone pin and verbal phone password incorrectly multiple times, and had been asked only for the last four digits of my debit card number ( which must have been skimmed ) and was authenticated to make changes to my phone password and pin number over the phone. This fraudster clearly also could not provide the 2-factor code I received since they were only spoofing my cell phone caller ID, but still was permitted to change my phone password and numeric phone pin without it. Prior to this, I was told that my account was set to the highest security and that if the verbal phone password was not provided, no access to my account could occur over the phone. The USAA agent 's failure to follow the security procedures promised to me by USAA allowed this hacker to begin changing information on my account through the bank 's mobile app ( which they were able to download, and which I was told could only be downloaded once per account per USAA ). I initiated a fraud investigation with USAA within minutes of receiving the fraudulent 2-factor text and had my accounts frozen. I was told they would remain frozen for 72 hours and was told to " have a drink and relax '' by the agent, who treated me as if I was overreacting to the situation because " my accounts are insured ''. Two days later after no follow up, I contacted USAA again and was told the fraud investigation was still in progress and my accounts would remain frozen. Thirty minutes after the call, I received an email from USAA stating that my passwords and security questions had just been reset. When I called the bank immediately, they told me the fraudulent individual spoofed my number a second time and the USAA bank agent they spoke to reactivated all the frozen accounts despite the active fraud investigation being in progress. In the time it took me to call USAA immediately after the email was sent, this fraudulent person added a phone number to my account to divert my 2-factor authentication, and accessed my driver 's license and auto information from my auto insurance, my life insurance information, and all of my other personal information stored by the bank ( including my place of employment, etc ). I was forced to change my personal phone number while on the line with an agent to further deter this fraudster ( USAA told me they refused to perform call backs to confirm the number their customers are calling from because " it 's inconvenient '' ), and I had to change all of my other personal information because of the bank 's lack of security and failure to follow security features on my account. I again requested the verbal phone password be mandatory and was told it would be by multiple agents, but have literally never been asked for a password by any agent ( I have spoken to at least 20 different agents ) during any call I have made since. I attempted to follow up regarding the fraud, and was told no one could discuss the fraud attempt with me for an entire weekend ( from a Friday to a Monday ) because " the fraud team does n't work at that time '' and USAA had frozen my accounts ( allegedly ). The following Monday once someone would actually address the issue with me, I had to change over my account numbers for all accounts, and in doing so the bank agent made an error which caused the bill pay / transfer system to not function. The bank agent also " advised '' me during this call that I had a great credit card offer with USAA and suggested I call back the three credit reporting agencies I had just initiated fraud alerts and credit freezes with, unfreeze my credit, and apply for a new USAA credit card ( I ca n't make this up ). Because of the bill pay issue, I have had to call multiple times to follow up on this ( it still was not resolved as of XX/XX/XXXX). I have not been asked my phone password by one single agent at the bank. In reading community reviews of other attempted account takeovers at USAA, I have noticed many consistencies with what has happened to me which makes me concerned that bank agents are involved in these fraudulent takeovers ( or perhaps the bank was hacked and USAA has n't informed customers ). For example, the fake password they attempted to add to my account was " XXXX '' and dozens and dozens of reported account takeovers from other USAA members reported funds being withdrawn from XXXX, Florida ATMs. Additionally, the complete lack of security and blatant lies by the agents regarding the security of my account are appalling. I was told by dozens of agent supervisors that my account was flagged for fraud and NOT ONE single agent has confirmed my identity despite my account stating " Mandatory phone password '' in red ( per the USAA supervisors ). The agents involved in my experience also allowed this hacker to change over all my bank information without verifying me beyond a bank card despite many red flags such as incorrect PIN, incorrect phone password attempts, and inability to provide a 2-factor authentication code. I was never even notified that an attempt to access my account over the phone had been made ( you would think if someone called in and started guessing your personal information wrong that you would notify the customer of suspicious activity ). I currently have new accounts which I can not pay bills from, and until it is resolved I am essentially locked into the account ( as I can not transfer my own money, which is suspiciously convenient for USAA ). I feel that the bank negligently broke their own security policies, lied to me as a member regarding the security features on my account multiple times and then went beyond lies and promised security features that are clearly not used or enforced, aided in the theft of my identity, and I personally think that there may be USAA agents that are complicit in the account takeovers occurring with USAA. I am very disappointed in USAA after this experience. Given the numerous customer posts on USAA community boards that are all personally addressed in comments by USAA representatives, this bank is clearly aware of the methods these hackers are using to takeover accounts and should provide appropriate security for members. For me, what could have been a simple foiled attempt to access my account turned into a breach of ALL of my personal information, which has resulted in hundreds of hours of follow up, police investigations, and money spent on credit freezes and endless inconvenience all directly caused by the agents at USAA. And ultimately all they care about is whether I unfreeze my credit long enough to apply for one of their credit cards.
|
| 05/13/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
Hi : I am not sure where to begin, I was a victim of a scam. I have filed a police report in regards to this. Repot # XXXX, it was filed in XXXX, Missouri, XXXX County. I have contacted the fraud department of my banking institution. They are holding me liable for the funds that have been taken from my account. I am now in the deficit {$6300.00} do to this.
I need help, I am not sure what to do. I bank with USAA and have for 23 years. I have at this time been locked out of my account, I can not access my personal information to even see what bills of are going through and what the current status of charges are. I do consider this my personal finical information and should not be denied access to. I am working with the local police department in regards to this and need that information for them as well.
I was contacted via XXXX for a job, it was a XXXX XXXXXXXX position. I check out the information of the gentleman who contacted me and he appeared to be local and legitimate, with a medical supply company here in town. I was currently seeking employment and had my resume out on several different online employment sites. He requested That I send my resume, I did. He contacted me back the next day offering me the job and description of my duties. It seemed reasonable. I would be receiving a weekly pay check of {$400.00} for 3-7 hours a week.
He sent me a message that he would be issuing me a check to cover my first weeks pay and funds to cover, office supplies, printing and software licensing that I would need for the job. The check was in the amount of {$3400.00}. I thought it was a lot of money but I know XXXX XXXX can be expensive. He contacted me and sent me the tracking information for the check and told me to contact him when I received it. Once I received it, he told me to deposit the check, and send him conformation once I did this, at this time not thinking much of it I did. He then messaged me and asked me to withdraw the funds minus my paycheck to get the supplies, so I did. Once I had he asked me then to take the money to a XXXX XXXX XXXX and deposit the funds into and account and sent me a name and account number. The bank he wanted me to go to was a XXXX XXXX, we do not have a XXXX XXXX branch in MO. He then directed me to overnight the money to this individual, this made me very uncomfortable, I was holding a lot of money that wasn't mine. I followed his instructions and sent it off overnight via XXXX which was {$60.00} to do so, and sent him a copy of the receipt and tracking information.
He contacted me via text the next day, asking if I could send out {$350.00} to this lady that she needed more money to get the rest of the supplies. Red flag - I told him no, that was apart of the agreed upon paycheck and at this point I had already pent {$60.00} for the shipping of the money. He told me not to worry that he would be sending me another check. I told him that I couldnt ht aI had already transferred the money to use to help make my rent payment sit was our agreed upon payment. He asked me what I was afraid of, I told him that I wasnt afraid that I simply no longer had the funds. He then told me he would send another check, I asked him why he was sending it to me and not directly to XXXX XXXX. He didnt respond to my inquiries. Later I told him I was not comfortable with this process and asked is we could speak on the pone to discuss he did not respond to this comment. I told him I did not want to be apart of this process and was not comfortable with his request. This was on Friday.
He messaged me Monday morning letting me know that another check was on its way. I thought it was the for the {$350.00} to send. I told him again that I didnt not want to be apart of this I felt he was doing something wrong and this was not part of my job description and what I had been hired for. During that time the next check came and it was another for the {$3400.00} I told him I didnt want to participate. He asked me to hold on while he called from another line. I have recording software on my computer, when he Calle dI put it on speaker phone and hit record. He is a man with a thick XXXX accent, not a Man who claims to be from XXXX Missouri, I called him out on this and told him he was not XXXX XXXX XXXX, he insisted that he was and that he was from Missouri even though he could not pronounce it correctly. I told him I did not want to be involved in this. He at this point became very upset and threatening to me. He was claiming that I had his money. I told him that I was going to go to the police at this time he threatened to come after me knowing where I lived and that he would kill me - I was very shaken up at this point, because he did have all my personal information and physical address. I deposited the check, made the withdraw and sent the money as requested. I was extremely shaken up and scared. I contacted close friends of mine and told them what happened and stayed the night at their house. The next day I went to the police department to file the police report. I also called the XXXX XXXX where the checks had come from and spoke to a XXXX XXXX XXXX as his name was in the email in regard to the tracking information. I wanted to let him know what was going on, when he got on the phone he seemed quite irritated that I was calling and dismissive with me, he was not interested in what I had to say. Which lead me to believe that he was somehow in on this scam. I also was able to make contact with the real XXXX XXXX XXXX here in town, he did tell me that his XXXX account had been hacked a few weeks prior to all of this and has since been locked out. He was unaware that his identity had actually been used.
I have filed the police report, they have all the evidence, I have the recorded phone conversation that included the death threat, and all email, text message correspondence and shipping receipts. I have contacted the fraud department at my bank and filed a report. I have since been locked out of my account denied access to my personal information. bEfore this started I had a little over {$1500.00} in my account of personal funds. The 2 fraudulent checks where charged back and my account is now the last I was able to see {$6300.00} in the negative. I am now not only feel threatened in my own home, I have lost my personal money, I dont have job I thought I had and now my account is in serious deficit. I have never been involved in any form of illegal activity, I am scared to death and now worried about losing my home, the banking institution I have been with for 23 years and do not have the means to recover these funds.
What are my right what can I do, this is criminal I was scammed and a threat was a made on my life. I am asking for your help and assistance in this matter.
Kind regards, XXXX
|
| 02/01/2024 |
Yes |
|
- Trouble during payment process
- Escrow, taxes, or insurance
|
|
Web |
Older American, Servicemember |
|
Correspondence to MISSOURI ATTORNEY 's XXXX XXXX : I have spent hours upon hours calling USAA to discuss with the CEO Advocacy officer, XXXX XXXX, my concerns of extremely poor customer service regarding the return of nearly {$14000.00} ESCROW dollars that were falsely disbursed on XX/XX/XXXX and XX/XX/XXXX ; {$6900.00} demanded as a DUPLICATE POLICY PAYMENT TO USAA. Today I was given XXXX, ext XXXX to reach XXXX XXXX, and that number looped me round and circles, and no one answered.
With all due respect, I believe I will call USAA representatives, XXXX. XXXX and XXXX XXXX, the XXXX XXXX XXXX, XXXX XXXX XXXX. They collectively misrepresented facts and truths! The bottom line, however, is my USAA homeowners premium is paid out annually through XXXX XXXX XXXX Account. An escrow account that I, alone, contribute to each month. My XXXX escrow account is not a USAA account. It is not a personal account. It IS a mandated escrow account so I could purchase my home. It's a fact that I have XXXX control of said escrow account. It's a known fact that ~ {$6900.00} was distributed from said escrow account on XX/XX/XXXX and AGAIN, XXXX XXXX XXXX after USAA sent a 2nd invoice for same policy and demanded payment totaling nearly {$14000.00} in 2 weeks OVERDRAWING. It's a fact that nearly 2 months after conservations were held between myself and USAA and/or conferenced calls between XXXX XXXX XXXX XXXX and USAA that NOTHING HAS BEEN DONE TO MAKE AN HONEST ATTEMPT TO RETURN THE FUNDS AS QUICKLY AS FUNDS WERE FALSELY DISBURSED TO USAA. It is a fact that my USAA homeowner 's policy is NOT paid as a cycle from my personal account, but is held in a mandatory escrow account with XXXX XXXX. USAA 's representatives continue to compare and reference refusing to return ESCROW because of my " Auto Insurance Policy Premium '' that is paid from personal account and that I alone have control over distributions and payments. And, yes, this is paid monthly.
My complaints : 1 ) WHY IS MY ESCROW ACCOUNT BEING HELD XXXX AS AN AUTOMOBILE 'CYCLE ' PAYMENT WHEN IT IS AN ANNUAL DISBURSEMENT FROM ESCROW?
2 ) WHY HAS SUCH A FIGHT INSUED BETWEEN TWO MULTI-BILLION DOLLAR FINANCIAL INSTITUTIONS WITH ME, THE LITTLE VETERAN/BUSINESS WOMAN CAUGHT IN THE MIDDLE?
XXXX ) WHY NOT JUST BE A GOOD FAITH FINANCIAL INSTITUTION AND PUT THE MONEY BACK WHEN BROUGHT TO YOUR ATTENTION XXXX XXXX XXXX YOU KNOW IF WAS FALSELY TAKEN OUT!
4 ) THIS IS PERSONAL TO ME, SO SHAME ON THEM FOR BEING BAD BUSINESS REPS WHO MISREPRESENT FACTS AND LIE TO AG Office! USAA claims they can't reach me??
Let me share what happens EVERY time I made a USAA call. I get passed around from one rep to the next, with each rep telling me I've already been verified and so grateful for my verification cooperation! Yet EVERY USAA Agent continues to demand I must verify a plethora of security information before conversations commence. A verification ' includes : XXXX ) My Legal name XXXX ) My Social security number/Member number XXXX ) My PIN When inquiring about homeowners policy/insurance, I must also confirm XXXX ) My Physical and insured address, which is on file When verifying call back number, or additional security information, I am required to confirm XXXX ) MY Cell Phone number, which is on file And, for those XXXX, XXXX XXXX XXXX XXXX complaints, I provided the majority of the above verification, with the exception of providing my social security number, PLUS XXXX ) my email address, which is also on file.
Yet money can leave my escrow account without verification of a withdrawal and not question or find it odd that a very similar payment amount had already been processed just 6 days prior to receiving my call?
What is overwhelmingly interesting, is the fact how easy it was for USAA representatives to call me when USAA wanted my business and to 'discuss my XXXX XXXX DOLLAR HOME OWNER 's POLICY and my XXXX XXXX and XXXX XXXX XXXX XXXX POLICIES '. And apparently CEO 's Advocacy Adviser XXXX XXXX XXXX reported to XXXX XXXX he couldn't reach me to discuss this concern and omplaint? Please, make it make sense?
Just so XXXX XXXX is made aware, the cell number I provided is not only my cell number on file with USAA, BUT, it is also my physician cell number. THE cell number that I, a full-time practicing anesthesiologist with a XXXX work week, have provided to ALL anesthesiologists, surgeons, XXXX and XXXX in XXXX, intraop and post op areas at the hospital so they can reach me regarding my patients. This professional cell phone is on XXXX and 365 days a year! I NEVER shut it off. Interestingly enough, none of my colleagues have ever stated they " couldn't reach me ''. But that high-ranking XXXX XXXX XXXX within USAA claims XXXX hasn't been able to reach me? I seriously doubt that!
The FACTS are no one from USAA, especially XXXX XXXX has called my verified and confirmed cell number or left me a voice message, or sent a text with instructions to return their call.
I am a CONSUMER requesting PROTECTION AND ANSWERS as to how all of the above information provided is considered acceptable banking practice? It's XXXX, and I watched those escrow funds leave my account in I'm certain a XXXX second electronic click of a keyboard '. And here it is nearly 2 months later and USAA representatives have the audacity to respond to the ATTORNEY GENERAL OFFICE with lies, dishonesty, untruths and misrepresentation of conversations held to the ATTORNEY 's XXXX XXXX. How is this allowed?
Good faith and honest businesses would comprehend those funds should have been immediately returned upon learning they were erroneously and falsely withdrawn and received. FACT!
As a consumer, I honestly don't feel any of this should have been my burden to bear or the recipient of bad banking business practice. If a USAA representative doesn't comprehend a change in USAA policies and/or doesn't comprehend the potential chaos that can ensue with policy changes ; perhaps USAA should XXXX who talks to high end consumers? I say this because when I made that original call on XX/XX/XXXX to move up date of policy activation from XX/XX/XXXX to XX/XX/XXXX, I was adamant and asked NOT TO CHANGE THE POLCIY DATE IF I WOULD INCUR CHAOS ; I WORK TOO MANY HOURS!! ; I DON'T HAVE THE TIME!! ; I DON'T HAVE THE ENERGY to deal with chaos at the moment!! He assured me, my {$1.00} XXXX DOLLAR homeowner 's insurance policy activation change wouldn't be a difficult transaction. Hours upon hours of trying to remedy a USAA rep to return my money has been filled with anger and resentment for failure to receive an adequate and fair response of my money taken.
And here we are... still USAA 's refusal to return escrow funds, return my phone calls, or forward those emails XXXX claims he's been sending.
|
| 12/22/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I reported unauthorized card activity. USAA Thanked me for reporting the unauthorized activity, changed my credit card number with a new number and mailed me a new card.
The fraud reported as itemized by USAA was Convenience Check # XXXX for {$2300.00} and a cash advance fee of {$71.00}. These charges were removed from my credit card by USAA as fraud and my new card was received. A few months later in XXXX and XXXX of XXXX, USAA simply re-applied all fraud charges on my new card, I immediately called USAA to dispute all of these charges as they were already previously removed as fraud, I called and spoke to many representatives for an entire year, with no results.
XXXX- Reported unauthorized /fraudulent activity on account XXXX- reported the fraud charges, cards in my possession customer service advised to cut up replacement cards would be sent out.
XXXX USAA prepared incomplete Affidavit of fraud and forgery, returned it to USAA with statement, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' XX/XX/XXXX Contacted USAA Customer service submitted manual dispute fraud charges NO RESPONSE XX/XX/XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- called USAA Customer service re-submitted manual dispute again NO RESPONSE XX/XX/XXXX USAA Customer service re submitted manual dispute again NO RESPONSE XX/XX/XXXX submit mail dispute with payment stub disputing entire bill XXXX NO RESPONSE XX/XX/XXXX called USAA Fraud line reported incident again , told to wait 30/45 days XXXX XXXX NO RESPONSE XX/XX/XXXX USAA Temporary block placed on both cards by fraud department per my request. NO RESPONSE XX/XX/XXXX Transferred to the Fraud Department, per fraud department it is under review as of XX/XX/XXXX and takes 30/45 days to be resolved. NO RESPONSE XX/XX/XXXX USAA Transferred to identity theft team for further review after review transferred to fraud told to wit 30-45 days. NO RESPONSE XX/XX/XXXX USAA Customer service submitted 20 manual transactions disputed which typically takes 5 days to resolve. Other possibilities are ACCOUNT TAKEOVER or IDENTITY THEFT TEAM. NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute entire Bill ) XXXX NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$12000.00} NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$11000.00} NO RESPONSE XXXX Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XXXX Received USAA statement no change no response, resubmitted past letter to both address on statement. Faxed transaction dispute form XXXX reference code XXXX NO RESPONSE XXXX- Received collection call from USAA XXXX advised all charges fraud NO RESPONSE XXXX- Received collection call from USAA XXXX XXXX all charges fraud NO RESPONSE XXXX Received collection call from USAA XXXX advised all charges fraud NO RESPONSE 1XX/XX/XXXX- Received collection call from XXXX advised all charges fraud transferred to fraud department XXXX spoke with XXXX reviewing my file put on hold than suddenly transferred to a new representative. Reviewed entire account with new representative, representative pulled up all transaction to re-enter as disputed transactions for XXXX to review. And advised they should review in 3-5 days and contact me if they need any further information. USAA Representative ( XXXX ) Submitted CASES # Case # XXXX Case # XXXX Case # XXXX NO RESPONSE XXXX received statement with adjusted balance reversing some fraud charges, but a balance remained, I called USAA XXXX XXXX to question the remaining balance. NO RESPONSE XXXX submitted claim CFBP and to FDIC XX/XX/XXXX @ XXXX received phone call from USAA whom stated in response to CFBP complaint, we have made a final decision to charge me with the remaining fraud on my account. I asked for proof as I know it was not me, I asked for the amount of the exact fraud, she identified it as Ch # XXXX for {$2300.00}, I asked for a copy of the front and back of said check to review signature. NO RESPONSE XX/XX/XXXX I again reporter fraud to CFBP for Review as USAA the company is unwilling to review the blatant fraudulent activity they have caused and is attempting to hold me responsible for their banking errors and the reaming fraudulent activity. I asked for mailed hard copy of said check. NO RESPONSE.
XX/XX/XXXX Filed affidavit of fraud and forgery with XXXX XXXX police department regarding a convenience check # XXXX for {$2300.00}.
XX/XX/XXXX - Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XX/XX/XXXX Filed complaint with CFPB to get this resolved.
Then I filled with CFPB and finally got a minimal response on XXXX by XXXX XXXX who attempted to review my account and help me get this resolved, unfortunately, the affidavit USAA prepared for me to sign and submit to the police on XXXX was incomplete, leaving this outstanding FRAUD to re- appear on my account after it was already once removed by USAA on XX/XX/XXXX In Summary On XX/XX/XXXX I provided USAA with a police report that supported the claim that I did not authorize any charges on said card. The affidavit of Fraud and forgery submitted on XX/XX/XXXX clearly states, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' USAA provided an itemized list of charges for the affidavit, but after review and a year of attempts to get this fraudulent activity resolved, it was found that they did not prepare a complete list of the fraud on this account, and therefore, I continue to dispute the remaining fraudulent balance on this account. The remaining Fraud per USAA has been identified as a convenience check, Check # XXXX written for {$2300.00} and is equal to the last statement received with finance charges, interest and late fees of {$2900.00} due on XX/XX/XXXX, which should be immediately removed from my account balance, as these charges are all FRAUDULENT!! In lieu of the incomplete affidavit drafted by USAA, I have filed an additional AFFIDAVIT OF FRAUD AND FORGERY, specific to the remaining amount in an effort to get this fraudulent activity resolved.
The company USAA has failed to review my account activity in its entirety, I have attempted to get all fraud removed for the past year, USAA misrepresented the amount of fraud activity on my account and are attempting to hold me responsible for their bank error. I have since added the remaining fraud to my police report om XXXX along with a Notarized Affidavit of Fraud and forgery.
|
| 09/08/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
My vehicle was broken into on XX/XX/XXXX while parked at a shopping center. My bag was stolen along with 5 credit cards and my drivers license. My bank, USAA, is denying my claim of fraud.
My son and I went into XXXX and purchased some school supplies in the amount of {$8.00} with my USAA debit card. ( Card 1 - used with a pin ) Meanwhile, the criminal that broke into my car via a smashed window, went into XXXX located right next door and used my other USAA debit card ( Card 2 - used as a credit card ) that he stole from my vehicle just moments earlier for the amount of {$410.00}. My son and I walked next door to XXXX to purchase additional school supplies and spent {$150.00} with my USAA debit card. ( Card 1 - used with a pin ) Timeline for charges : XXXX XXXX - Fraudulent charge by XXXX XXXX, suspect ( Card 2 ) gift cards ( on camera ) XXXX XXXX - Charges by me ( Card 1 ) school supplies XXXX XXXX - Charges by me ( Card 1 ) school supplies XXXX XXXX - Charges by me ( Card 1 ) bottled water It is Texas and summer so it was hot waiting for the detective to finish with the fingerprinting. My son went back into XXXX and purchased several bottled waters for us and the police officers in the amount of {$6.00} with my USAA debit card.
When the police arrived at my vehicle, they said that they might know who committed the burglary of my vehicle. Come to find out, they were already at XXXX because XXXX security had called police and let them know that XXXX XXXX ( The thief ) was in the store. He had broken into other vehicles that morning.
Report number XXXX XXXX Police Department, XXXX County. Fingerprints were taken at the scene as well. Suspect - XXXX XXXX, DOB XX/XX/XXXX, age XXXX, CID # XXXX ).
I have since spoken with the XXXX County DA, XXXX XXXX, phone number XXXX. She advised me that they offered XXXX 2-20 years in the penitentiary. Please see attached fraud report with additional information.
Anyway, he was arrested and police gave me back my USAA debit card ( Card 2 ) along with several other credit cards and my drivers license that he had in his possession at the time of his arrest. He attempted to use another card but it was declined. None of us ( including the police and myself ) were aware at the time that he had used or tried to use any of my cards. We all thought that he didn't have time to use them before being arrested. He did take a bag from my vehicle as well and put it in his vehicle before going into XXXX. His vehicle was towed to the police station to be fingerprinted. My bag was returned to me a few days later with everything in it as far as I know. Detective XXXX was handling the case, his phone number is XXXX.
Now to back to the debit card fraud. I noticed the following day on XX/XX/XXXX when I looked at my bank account online that an unauthorized charge of {$410.00} was used at XXXX. I filed another police report that night. Report number XXXX with the XXXX Police Department, XXXX County.
I received a denial letter from USAA on XX/XX/XXXX saying that : Thank you for your patience while we researched your dispute below : Fraud claim # : XXXX Debit Card # ending in : XXXX Merchant Date Amount XXXX XXXX XX/XX/XXXX {$410.00} After a thorough investigation, we have determined that the above transaction is not fraudulent.
I immediately called USAA after receiving the letter and asked them to reopen the case. It is clearly fraud. They opened it back up but only to be told again that it was not fraud.
I have reached out to USAA Bank on numerous occasions for assistance. I have sent in a fraud packet to them along with a notarized statement. I submitted a letter asking that the charges be reversed. I am a 19 year member of USAA and they are calling me a thief. I am an outraged that USAA would not fully investigate and return my money that was stolen.
During one of my numerous calls to USAA since XX/XX/XXXX, one lady advised that perhaps it was declined the first time as not being fraud since the same card was used. I explained that I had two cards. She said that that should never have occurred but it had ; I have two cards exactly the same, with the same security code. I have sent them a picture of the two cards and will attach one with this letter.
She also said that I did not report it immediately. First, I did not know - the day of the break-in, but called when I noticed. The first USAA representative had me put my checking account on a hold and told me to call when I needed to use the card. I did not want to cancel the card all together because I had to pay for my window to be replaced that evening on XX/XX/XXXX and as a XXXX I only get paid once a month on the XX/XX/XXXX. Several bills were about to be automatically paid. When I called later in the week on XX/XX/XXXX to use the card at a car wash to vacuum up all the glass from the burglary a USAA representative told me that the card was on a hold but monthly withdrawals would not come out if they had been set up with the debit card. I told her to go ahead and release the hold. Hopefully since the criminal was locked up, no more fraudulent charges would appear.
I called a few days later on XX/XX/XXXX to ask the status of my claim and when to expect my money back, the USAA representative told me that no one had ever marked any transactions as fraudulent. What? How can this be? I had already spoken to several people. I am pretty sure that USAA documents all calls and that there is at least a record of me calling. I am not sure why this claim is being denied but it is clearly fraudulent.
I was told on XX/XX/XXXX that the case will not be looked at any further. A senior analyst looked over the case and it was determined not to be fraud. She said that is the final answer.
The criminal, XXXX XXXX was arrested with my cards in his possession. There is video tape from XXXX showing him smashing my vehicle window along with him using my card for gift card purchases at the checkout. He was arrested. I can't image how they can claim it is not fraud. They are clearly being very unprofessional and downright disrespectful to me. I have always thought of USAA in high regard and being extremely ethical. I only know now that the company is not standing behind me during my time of need.
I am a single parent of XXXX boys and an XXXX XXXX XXXX. The burglary happened on XX/XX/XXXX and school started on XX/XX/XXXX. I am extremely busy and this has caused me much grief and effort. I love my XXXX XXXX XXXX that was burglarized but I just sold it because I couldn't handle the heartache it caused every time I got in it after all this mess. USAA has clearly added to my XXXX and XXXX.
Thank you for looking into this matter.
|
| 01/10/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I received a phone call from ( XXXX ) XXXX, USAA 's main number. The caller ID showed USAA and I verified the phone number on XXXX, the USAA website, and the USAA mobile app so I trusted this phone call. I was told there were two attempts made to use my card at XXXX XXXX XXXX in XXXX, GA and they asked me to confirm if it was me. I explained it was not and it couldn't be possible as I live in XXXX, NC. They then began the process of having me validate information in order to send me a new card through the mail. While on the phone with this " USAA representative '' they told me loans were applied for in my name, and immediately a mobile deposit was made to my checking account in the amount of {$4600.00}. I was told if I did not return these funds to the bank, I could be found liable and that I needed to return the funds via XXXX XXXX or XXXX. It was then I realized it was a fraud scam and immediately hung up.
I then initiated a call to USAA immediately on the same day, XX/XX/XXXX to ( XXXX ) XXXX. I contacted this number because I no longer trusted the main line USAA number. I obtained this number from my father 's USAA banking card that lists this number for the Banking department ( images are attached ). Once I was connected with a real USAA representative from the Fraud Department, I detailed everything that occurred in the minutes prior. I was told my account was frozen, to change my password and pin numbers, and to attempt to move the rest of the money in my savings and checking account to any other account I may have in an effort to save it. At this time, I had {$1500.00} in my bank account. While on the phone, my savings account was completely emptied and the {$15.00} I had left in my checking account was also transferred out. The scammers completely took over my accounts. While I was still on the phone with the USAA representative, the scammers added an additional member to my account, XXXX XXXX, a phone number to the account XXXX, and a fraudulent checking accounting ending in # XXXX that all do NOT belong to me. The USAA representative was made aware of all of this and documented this on my account. For some reason, this fraudulent checking account was NOT removed from my account, nor was the phone number or newly added member, even after notifying the USAA representative while this was all happening. At this point, my account is frozen and the fraud department at USAA is looking into things. Additional deposits were being made to my checking account and transferred to the fraudulent checking account ending in XXXX. {$5000.00} via mobile deposit and {$2500.00}. Despite being told my account was frozen, deposits and transfers were still being made and USAA was allowing fraudulent checks to be deposited even after making them aware of this scam and account take over. I was not able to view any of the photos of these mobile deposited checks via the app or USAA website. When I called USAA, I was also told they were not able to view these checks either for whatever reason. I then received physical copies of these fraudulent checks via mail ( copies have been attached ). Neither of the checks are signed. One of the checks, is from XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, Florida and it is made out to ClearGrafx Printing. I have XXXX knowledge of these checks and don't understand why USAA allowed them to be deposited into my account.
I called USAA again on XX/XX/XXXX to speak to the fraud department again and to the loan department to ensure I covered my bases. I was told there were XXXX loans applied for in my name. Both loans were personal loans I believe, XXXX in the amount of {$1200.00} and another in the amount of {$10000.00}. I was told the {$1200.00} was successfully funded, however the {$10000.00} loan was not yet approved and under revision. My credit was wrongfully pulled by USAA via XXXX for approval of these fraudulent loans and my credit score dropped approximately XXXX points due to this. The USAA representative ensured me they made several notes on my account in order to notify other USAA representatives working on these loans to NOT FUND any additional loans applied for. I continued to follow up with USAA frequently to get answers, but I was told there was nothing I or they could do. Once again, despite my account being frozen, turns out it was on a " credit only '' status so funds XXXX be deposited, but not withdrawn. At this time, the scammers had over drafted my account- {$6600.00}.
Despite having immediately updated my direct deposit information with my employer when this all happened on the XXXX of XXXX, payroll had already been conducted. With that being said, USAA accepted my paycheck totaling {$2200.00} on XX/XX/XXXX and credited towards the negative balance in overdraft fees, again despite my account being " frozen ''. Not only am I now left with XXXX XXXX to my name due to the scammers draining my checking and savings accounts, I am now also being withheld my paycheck even after notifying the bank of this fraudulent activity. I called the bank yet again, and was told to submit my report to XXXX, which I submitted on XX/XX/XXXX. I did not receive any communication back from USAA regarding this report.
I placed freezes and fraud alerts with all three credit bureaus, filed a police report with XXXX, and even obtained XXXX. I changed my passwords immediately, called the bank, and tried taking all necessary steps to show this was fraud. Additionally, I will be reporting this to the Federal Trade Commission. Even after doing all of this and pleading my case, USAA is finding me liable, even after reviewing my case not once, but twice, for ALL of the fraudulent charges and loans incurred under my name. My account is scheduled to be closed XX/XX/XXXX. I was told I will need to pay off all of the overdraft fees and loans or they will report this to collections. USAA states they have a " XXXX XXXX XXXX '' that states members are not liable for any unauthorized charges and in my experience, USAA is not adhering to this policy by choosing to find me liable for these unauthorized and fraudulent loans and overdraft fees. Again, the phone call I received was from a USAA main line and the caller ID was USAA. Whether this call was spoofed or not, USAA should also have additional safety measures in place to prevent this from happening. All documentation is attached to the best of my ability and I have also included the email I wrote to XXXX along with all of the documentation I could gather throughout this nightmare. The police report number is XXXX and the officer I've been in contact with is XXXX XXXX XXXX XXXX ).
|
| 01/27/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Phone : XXXX XXXX I am writing to ask for your assistance with USAA banking and credit card refusal to adequately respond to a list of disputes on my credit card balances and to provide me with valid and formal information that will allow me to pay-off any balance due. I need to know where and who to pay.
I am unable to pay-off a debt balance that I might have with USAA banking and credit card because they have not provided me with valid information on the new debt owner.
USAA credit card services wrote-off the debt because I attempted to have the debt validated and try to get a list of issues resolved.
Since XXXX, I have made numerous attempts, which have cost me tremendous time, resources and money, to finalize and pay-off a credit card balance- so that I can have this debt removed from my credit report.
The balance of the debt is negatively impacting my credit reports.Added below, please see a sample of the letter sent to USAA credit card services and their executive resolution team.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X Corporate Headquarters Usaa XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX.
XXXX XXXX, TX XXXX Att : Banking and credit card services ; Executive resolution team Please be advised that this is a formal notice asking Usaa to correct their records currently showing the erroneous balance of approximately $ XXXX of credit card debt from cards ending in # XXXX and # XXXX, both of which are closed.This balance has been paid in full between XXXX and now.
This balance is not owed.Your records should reflect a XXXX balance.In addition, im requesting a refund for additional funds that were not accounted for, missing or shorted, from a previous savings account # XXXX between XXXX and XXXX.
For several years now, I have called to submit multiple complaints about the possibility that my information and funds were mismanaged.I did not get any concrete resolution.
After several attempts and phone calls asking for financial paper back-up, i was provided with statements showing financial transactions that yielded the following : 1 ) The credit card statements from XXXX to XXXX did not support or validate the claim and amount of debt as stated ; 2 ) Payments made to the credit cards balances were misapplied and did not effectively reduce the outstanding debt balance as stated ; 3 ) The savings account statements from XXXX to XXXX, that were provided, were illegible with descriptions of financial transactions that were dubious and incomplete ; 4 ) Charges were late posted, held back to be debited before posting credits ( made on the same day ) to the savings account, to purposely overdraw the account, return payments and post fees ; 5 ) The same process was used to post unauthorized charges, creating a false status of an overdrafted account to justify closing the savings account- after i brought the issues of possible fraud on my accounts by calling the corporate office ; 6 ) The terms of the credit card and interest rates were changed without consent or acknowledgement.The billing methods and a division of balances are against federal regulations and were done without, again, acknowledgement, consent or the option to opt out ; 7 ) The balance on account # XXXX was transferred to different accounts with news terms, recreating balances that were already paid ; XXXX ) Excessive fees were posted without justification.The credit card terms and conditions were arbitrarily altered ; 9 ) Charges were originally posted on the accounts on the date the billing cycle ended, were back posted on statements instead of being added on the following ( next ) billing cycle.
This type of accounting/finance treatment allowed for unknown and unauthorized charges to slip through, and be on the account creating major discrepancies between charges shown electronically compare to charges shown on the paper statements ; 10 ) During phones calls made to Usaa, i was told that the interest rate has not changed for the past 10 years, reason why the interest of 6 % ( fixed rate ) on credit card # XXXX was only increased within the past years ; 11 ) Other time, I was told that the premium on both credit cards have not increased, yet the opposite is shown on the paper statements, which reflect an increase of both interest rates and premiums ; 12 ) I was locked out of my accounts several times.When i called to be unlocked and to access my account, i was asked questions that were not public information or security questions.This continued until i stopped calling ; 13 ) Payments were taken out of my checking account without my permission ; 14 ) Cancelled automatic payments were still processed and my account was double charged.I was told that i had to cancel one automatic payment set-up, hang-up the phone, then call back and cancel the second one.I later discover that it was not correct as it made no sense.I had electronically cancel the automatic payment set-up and received confirmation ; 15 ) I was given a barrage of misinformation and led many times in the wrong direction.At time, i was transferred to outside companies unrelated to Usaa ; 16 ) I was often transferred to the wrong department, and when i did reach the correct department to express my concerns, they were met with an illogical and unreasonable explanation as to why my payments have not reduced my balance, and why the documents provided looked falsified and did not add up ; 17 ) On the savings account, i would make deposits that would literally disappeared by the next day ; 18 ) During phone calls, i would be told that deposits made were either not posted or were still pending. However, the deposit will not be accounted for.It will be posted and debited with unauthorized charges-bringing the credit as a net XXXX ; Please correct your records and send me my refund.
My membership extends for over 17 years plus. I have tried for several years to get these issues resolved and made multiple phone calls.I can be reached at XXXX.
I trust that we can come to a resolution and a mutual understanding.
Sincerely, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- X I hope that you can assist me in getting this issue resolved and this debt removed from my credit report. Ican be reached by phone at XXXX or by email at XXXX.
I look forward to hearing from you and to have this issue resolved.
Sincerely, XXXX XXXX
|
| 12/14/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
USAA Checking Account XXXX {$240.00} charges Dispute Facts : BACKGROUND : I was born and raised in Puerto Rico and English is my second language, whoever I served for 28 years to the XXXX with an XXXX XXXX and currently a XXXX XXXX XXXX Veteran. I have some XXXX XXXX.
My wife is XXXX as well and due to her medical conditions ; she has been a XXXX customer for a long time. Around three years.
She has a Primary Health Insurance ( XXXX XXXX ) and a secondary ( XXXX XXXX ) due to my XXXX XXXX Veterans XXXX. Both insurances are honor by the service provider ( XXXX ) and the way they work is the deductibles ad copayments are billed to the secondary insurance and they always paid it.
In couple of times XXXX sent me invoices ( last on XX/XX/XXXX ) asking me for deductible whenever they do not bill correctly the primary or secondary. My wife usually call customer service and the situation was solved.
FACTS : On XX/XX/XXXX I checked my account and found about {$240.00} charge from XXXX that were pending. I immediately called USAA Customer Service to inquire about the charges and the representative told me that those charges were on pending status and that I need to wait until show on my accounts to file a dispute. I asked my wife to call XXXX Customer Service to seek information about the billing and the charges they sent to USAA. The same day the XXXX customer service representative denied the charges and even mention that the amount does not match the amount they going to bill the secondary insurance. I believe my wife told me that XXXX representative mentioned {$87.00}.
On XX/XX/XXXX the {$240.00} was deducted from my account. On the same day XX/XX/XXXX or the next Monday, I filed a dispute thru a USAA Customer Service Representative and the temporary credit appear in my account.
I received couple of emails mentioned the dispute process but when I went on line never found any documents or message about the dispute.
On XX/XX/XXXX ( XXXX Friday ) I received an alert notification email about the {$240.00}. I was on vacation but, the next day Saturday I called USAA customer service and asked about the reverse credit. The representative mentioned that I need to submit a letter in writing thru the system explaining the facts of the dispute. That was the only requirement in order to adjudicate the dispute and close it.
On Sunday night after I returned from the vacation at Georgia, I wrote the requested letter and uploaded into the USAA system.
On Tuesday XX/XX/XXXX I called USAA customer service to inquire about the letter and the dispute. The representative acknowledges the letter receive and mentioned it will take from 3 to 5 days to get the dispute solve.
On Friday XX/XX/XXXX I called USAA customer service again and the representative told me that the process may take up to 10 days and there is nothing they can do. She also mentioned that the Dispute Team analyst received the letter on Monday XX/XX/XXXX. She told that wait until I receive a call from the analyst because she putted a note for him to call me.
On Tuesday XX/XX/XXXX I received an afternoon call from the analyst named XXXX to talk about the process. I explained him that I sent the letter and also that his previous request was never clear in term of a document or message. That was why I did not send the letter before. He could not sustain his evidence ( Letter requirement ) request on the conversation. When I explained him about the primary and secondary insurance, and how they work he asked me for an Explanation of Benefits ( EOB ) letter from my secondary insurance where it showed the payment. I explained him that I dont keep those records because I dont utilize them to file my taxes, and I have no use to the EOB except just to read it and know the insurance billed amount and services provided. I also explained him that I do not recognize that EOB because as I mentioned him the XXXX representative on XX/XX/XXXX denied the amount billed and she even denied sent a bill to USAA. The USAA Dispute Analyst insisted on the EOB in order to re-open the dispute, and I explained him that I can not provide a document that do not exist. I asked him to please get with his leadership, and open the dispute that he closed erroneously. There was a long talk but he finally agreed to send the information to his supervisor and open the dispute. He told me that he was going to call me on the next day ( Wednesday ).
On Friday XX/XX/XXXX I called again the USAA customer service representative that mentioned that she was going to put a note for the Dispute Analyst to call me. I asked to speak to a higher and that is when I spoke with this lady from some type of customer resolution team. She told me that in the Dispute Analyst notes he recorded that he can not re open the dispute because I refused to provide my EOB as evidence. In his note he also wrote that he told that he will call me back when he has a solution. I told the lady that both were lies and explained her again my Tuesday conversation with XXXX. She encouraged me to wait for his call and I told her that he already makes a decision and I mentioned couple of inappropriate words like he going to said XXXX. At that time my anxiety was elevated to the higher and I decided to hang up the call and wait for the USAA Dispute representative call.
On XX/XX/XXXX at XXXX XXXX Eastern Time I received a call from the Dispute Analyst ( XXXX ) stating that the case can no be open because I did not provide him the EOB letter. I explained that this document is protected by the Health Insurance Portability and Accountability Act ( HIPPA ), which a US Federal law that prohibited ask for this type of information. Anyway i went back and recalled him that the XXXX denied those charges and that is why the document does not exist. The USAA dispute analyst stated that without the EOB the case will not be re-open. The USAA dispute analyst finally uploaded the resolution letter that he claimed was uploaded on XX/XX/XXXX into my USAA record and notification.
This is to the best of my knowledge my communications with USAA trying to get my money back and some additional for the anxiety and stress to deal with USAA. I believe the USAA institution has made an extremely poor service and want to state that way as a customer for more than 13 years.
EVIDENCE : I included the last invoice from XXXX dated XX/XX/XXXX as evidence that the service provider invoice me the customer before charge me.
I included the letter requested and sent to the USAA Dispute analyst dated XX/XX/XXXX.
I included the letter from USAA Dispute team dated XX/XX/XXXX.
|
| 11/28/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
This case is about a transaction That occurred on XX/XX/2019, for parts and services from an automobile repair shop. The company sold an engine significantly not as described ( in fact, it was illegal to sell the engine ) and failed to properly perform services paid for using a USAA debit card. I disputed the transaction with USAA, which " determined a billing error did not occur '' as " the correct amount was charged.
Onn numerous occasions I called and provided information in support of my position to no avail. USAA is notorious for siding with merchants on its " Community forum '' website. I explicitly pointed out this was not a Visa " Chargeback Reason Code 12.5 : Processing Error '' issue ; instead, the applicable reasons were one or more of the following : 13.1 - Merchandise/Services Not Received, 13.3 - Not as Described or Defective Merchandise/Services, 13.5 - Misrepresentation.
USAA reversed the temporary credit of {$2500.00} bringing our account balance to less than {$0.00}. As you review my account of events, please keep in mind the *only* documentation provided by the mechanic is a single receipt signed by me on the date I picked up the vehicle. This is before what I now know about the goods and services purchased.
I shared, on multiple occasions, every detail in the " Account of Events '' below. USAA claimed the case was closed and, based on their conclusion at the end of their " investigation, '' none of the information provided was read or considered.
ACCOUNT OF EVENTS : On Monday, XX/XX/2019, I paid for my car, a XXXX XXXX XXXX, to be towed to XXXXXXXX XXXX XXXX due to issues with the engine. XXXX, sophisticated software used to diagnose car problems with XXXX manufactured vehicles, showed three error codes/issues with the vehicle when dropped off.
Prior to doing so, however, I spoke with the owner of the shop and we agreed it would take 12-15 hours labor to swap the current engine out for another one. This conversation was recorded and the relevant section of the transcript is as follows : ME : Is it about 10 hours labor to take the engine out and put a new one back in? Or..
XXXX : You're looking probably like 15 or so, it's a pretty big deal, you know. You do other stuff while you have the engine out ... [ unintelligible ] If you're gon na do something that big, you want to do it right ...
ME : What's the rate on labor?
XXXX : Labor is {$95.00} an hour.
ME : So, {$1500.00}?
XXXX : Yeah, you're probably {$1500.00} just in labor ...
ME : Yeah ...
XXXX : Plus engine, whatever that would cost ...
ME : Right.
XXXX : You know, I'm thinking probably ... You're probably looking at about XXXX XXXX so you're at about {$3500.00}.
Note : Georgia law permits recording of conversations without consent of all parties, provided at least one ( 1 ) person is aware of such recording is taking place ( single consent ).
FIRST ISSUE : Mr. XXXX, even after hearing the recording of our conversation, claims he never agreed to 15 hours labor. Instead, he misrepresented XXXX hours as " exactly what was estimated. '' This is shown on the detailed invoice he supplied ( Note : I declined to sign this document for him ).
I believe he found the replacement engine at a lower cost than he expected and inflated the hours to get closer to the {$3500.00} range we discussed. This is inappropriate as he provided an estimate, as stated on the documentation, not a firm quote. Inflating hours, at a rate of $ XXXX, is unjustified and goes against our agreement. Importantly, there was no written agreement subsequent to our oral contract. [ {$950.00} overcharge ] SECOND ISSUE : On or aboutXX/XX/2019, we had further discussions about the condition/mileage of a replacement engine in which I might have an interest. We agreed on an engine with roughly XXXX miles on it at a cost around {$1300.00}. I knew this was roughly the current market value of a XXXX engine of this mileage based on fairly extensive research.
I learned after XX/XX/XXXX, at XXXXXX/XX/XXXX, the time at which I signed the receipt, Mr. XXXX installed an engine with allegedly 83,000 miles ( more than agreed ), but more importantly, the engine VIN was scratched off. When I explained the seriousness of this issue he replied via email, " It is the company I purchased the engine from policy to remove the VIN number from the engine not mine. '' According to O.G.C.A. 40-2-21 regarding Removal or Falsification of Vehicle Identification, A person who willfully and with intent to misrepresent the identity of a vehicle or engine, removes or falsifies an identification number of a vehicle with intent to convert or defraud is guilty of a felony.
Mr. XXXX, after repeated requests for the VIN of the totaled automobile from which the engine was removed, provided one with absolutely no history whatsoever. Not of the vehicle being sold, registered to anyone, ever passed a smog/emissions test, or in an accident. This only fueled my concerns he placed a stolen engine into my vehicle. I'm attaching several history reports associated with the VIN for the source vehicle from which the engine allegedly came.
At this juncture the engine could have XXXX XXXX or XXXX miles on it. Perhaps, my engine was NEVER replaced, he simply fixed it, scratched off the VIN and charged me for an engine. With the VIN scratched off he can not prove he sold and installed an engine with XXXX miles. The only thing we can prove is, based on his emailed confession, his violation of O.G.C.A. 40-2-21 regarding Removal or Falsification of Vehicle Identification Number.
I believe at this juncture it's safe to conclude the requested chargeback should be honored on the grounds, at a minimum, the merchandise was not as described and/or misrepresentation on the part of Mr. XXXX.
THIRD ISSUE : Adding insult to injury, the installed engine is not working properly even after towing it to the shop once for repairs. The XXXX error codes increased from three when towed to the shop to 13 immediately after driving the vehicle home after the engine replacement. As mentioned, this is a very sophisticated diagnostic tool and I'm providing this information ( along with screenshots of the analysis ) rather than descriptions of how the engine stutters, accelerates more slowly, etc. as it is measurable and quantifiable.
I shared this information with USAA in the same level of detail simply requesting approval of the chargeback. USAA is, in my opinion, wrongfully abdicating its responsibility to properly monitor and act upon chargebacks in the hope customers ( or soon to be former customers ) let it go.
|
| 08/11/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
XX/XX/2020, Paid earnest money of {$5000.00} on house I wanted to purchase.
In XXXX, I contacted USAA to inquire about a mortgage. I spoke with XXXX XXXX. Due to the USAA system of initiating contact, I am not able to obtain the communications with XXXX. He was helpful and was easy to work with. He also said that USAA was no longer making conventional loans, but seeing as we got in under the wire, they would go forward with ours. He got me started on gathering documentation and what was needed. On XX/XX/2020, XXXX was out of the office and his coworker requested more information before submitting for processing. This request was fulfilled the same day. Nothing was heard from XXXX XXXX or his coworker XXXX XXXX. On XX/XX/2020, I sent XXXX and XXXX an email inquiring about my application. No response from either of them. Later that same day I was emailed by XXXX XXXX, XXXX # XXXX. She went over all of the details for the mortgage. She requested what else she needed.
XX/XX/2020 Paid Appraisal fee of {$590.00}.
XX/XX/2020 Paid XXXXXXXX XXXX {$400.00} for inspection.
On XX/XX/2020, I responded with the requested documents. I received no response from follow up emails requesting confirmation of the documents and if they were indeed the ones she needed.
On XX/XX/2020, I had not heard anything back from XXXX, and emailed her. I emailed her that my due diligence period was ending in two days. I asked for her to confirm again that she had all she needed. Since due diligence was coming to an end I requested to know what else she needed to have to close this loan.
XXXX responded on XX/XX/2020 that she needed to have some documents in a different format. I sent an email asking to clarify exactly what documents and what specific format.
XXXX responded with which document and what format. I went out into the pandemic and obtained the documents requested. The same day I sent them to XXXX and because of the questions, I asked for a confirmation of receipt and acceptance. I heard nothing from XXXX in response.
On XX/XX/2020 I received a document from USAA stating that I had not provided the needed information and my loan was on hold. The documents listed as missing were the ones XXXX had requested on XX/XX/2020 and I had provided the same day.
Also on XX/XX/2020 I sent an email to XXXX asking about the letter and restating that I had sent the requested documents. There was no response.
On XX/XX/2020 I emailed XXXX again requesting confirmation of her having the necessary documents. I also called the number and extension she provided but the system would not accept the extension and left me with a dead air type sound. I did receive an out of office notice via email from XXXX with a contact point while she is out. I then emailed her contact person asking the same questions as I had asked of XXXX.
On XX/XX/2020 XXXX XXXX responded asking for 24 hours to review my file. On XX/XX/2020 I responded thanking her.
On XX/XX/2020 I received an email from XXXX stating that she did not have the documents needed and requested certain ones. I responded that I had provided them earlier.
On XX/XX/2020 I responded with the required documents, again, and also expressed my unhappiness at the difficulty and confused way I am being dealt with.
On XX/XX/2020 I had not heard anything from XXXX nor XXXX. I emailed XXXX stating that we were only 10 days from closing and had not heard from her.
XXXX responded the same day saying she will review the documents and she would be in touch.
On XX/XX/2020 XXXX emailed me requesting completely new documents.
On XX/XX/2020 I responded with ALL of the new, requested documents.
On XX/XX/2020 XXXX responded stating that this format will not work. Not seeing that I had already sent it in an acceptable format. I immediately responded with an email that I had already sent the format requested. Later on XX/XX/2020 I followed up with another email requesting confirmation of her have the required document.
On XX/XX/2020 I emailed XXXX agin requesting confirmation of required documents and stating closing was less that a week away and I still had no idea where I stood.
XXXX responded and said she was reviewing your file and will contact you shortly with an update.
I heard nothing from XXXX until XX/XX/2020. She emailed with a totally new request for a letter from my employer as to why I work remotely. I have worked remotely for the last 20 years. As so many americans, this seems a bizarre request. My company has no brick and mortar locations in the United States. The only brick and mortar are the headquarters location in XXXX, XXXX. I responded to her with ways she can prove this and save time ( time being of the evidence here ). I also informed her of my long history with USAA and the lack of professionalism on the part of USAA. I also tried to explain my diligence and hard work, in the face of the pandemic, at trying to fulfill her every wish.
I also sent her a copy of my job description in hopes of fulfilling the last request.
I heard nothing from XXXX.
On XX/XX/2020, one day before scheduled closing, I had not heard anything from XXXX. I did recieve an email from XXXX XXXX, XXXX # XXXX. He stated that they were still pending documents to finish the file and can not give me an ETA on the loan until all documents are in and accepted. The list of items needed were all of the ones listed in the early part of the process that have been sent several times. I responded to XXXX informing him of all of the documents that I had sent and sent them AGAIN to him. I attempted to call him but the USAA phone system again would not put me through to his extension and left me on dead air end.
I attempted to call XXXX XXXX, Director of loan processsing, who works in the XXXX, FL office and left a message for her to please call.
On XX/XX/2020 I had not heard from XXXX XXXX, Director of loan processing and again called her. She did not pick up and I left a second message to please call me.
The closing attorney attempted to contact USAA to set up closing. He was not able to reach anyone and no one called him back.
XX/XX/2020, the closing date has come and gone and I have not heard from anyone.
I am now out appraisal fee, {$590.00}, inspection fee, {$400.00} and earnest money, {$5000.00}, for a total of {$5900.00}. USAA has not lived up to their responsibility to treat customers fairly and timely. They have failed me completely and I will no longer consider them for any of my business. If USAA did not want to make this loan they could have said so and still given me time to find financing elsewhere.
|
| 05/19/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
To whom it may concern, On XX/XX/2020, my partner contacted USAA savings bank to file a dispute to receive the money paid to XXXX for a trip to XXXX. When my partner spoke with the representative over the phone, the representative asked a series of questions and submitted the claims to the dispute department for review. There were temporary credits placed into our checking account, of roughly {$1800.00} immediately. On or around XX/XX/2020, we received notification that the temporary credit would be reversed because our dispute had been resolved in favor of the merchant due to a stoppage of services considering the pandemic. We immediately called the bank to try to understand what was happening. The bank notified us that we would have to contact the merchant to retrieve our monies. We explained multiple times that the bank had shut down all customer service channels and there was no way to get in contact with them. We requested that the dispute be forwarded back to the dispute team. There was pushback from the representative and we requested to speak with a supervisor on staff. We were forwarded to a woman who was not a supervisor and who kept insisting that we contact the merchant for assistance. The representative attempted to XXXX a number for us to call and after we told her multiple times that we have exacerbated all numbers that we could find on any search engine. After going back and forth with the representative, we requested that she put in a request to speak with the dispute team and disconnected the call. The first dispute person who contacted us and stated that we may be able to resubmit the dispute if we could provide tangible proof that XXXX canceled our trip. If documentation would have made a better case for us, then why wasnt this documentation requested the first time? Nevertheless, with hopefulness, we provided this documentation, along with documentation from the hotel stating that they received reservation but were not paid, documentation from the airline that shows our reservation was canceled XXXX but did not have a payment to provide credit to us, and documentation showing attempts of us emailing customer service with undeliverable notifications. After providing all of this, the dispute was resubmitted, and we awaited the call. Around this time, we realized that the dispute had been submitted as a banking error and not under services not rendered so, we called the bank and filed a new dispute under the correct filing. The next call we received from the dispute team was less than favorable. The representative reported that there was nothing further that they could, and the documentation would not change the outcome of the decision. The bank still insisted that we contact the merchant. We went back and forth with the representative trying to find answers to what we could do to figure this out so we could obtain our money from the merchant since they obviously had no intention of returning our money. This representative hung up in our face ; thus, we contact a banking supervisor. The banking supervisor was helpful and submitted yet another request for us to be contacted by the dispute team supervisor.
The dispute team supervisor contacts us later that day stating that the bank was making changes to their process to see if there was anything additional, they could do for their multiple members having the same issue with XXXX. However, she also reported that our dispute could not go any further because the initial dispute was filed as a recurring charge and that our payment plan with XXXX is not considered a recurring charge. When we asked her to explain what a recurring charge is considered, she explained that it is like a subscription service. We then asked her to explain why the bank expects members to know what the bank considers a recurring charge when guidance is not provided. The average person would consider a recurring charge to be something that happens repeatedlypayment plans, and even monthly bills take out the money in a recurring manner. The supervisor stated that the banking team takes notes on what is being told to them by the member and that the banking team does not have training in disputes. She also reported that the dispute team will call the members if they feel as if an error has been made. When we asked the supervisor why we were not contacted, despite having several disputes from other members for the same merchant and ours being listed as a recurring charge, she reported we wouldnt know it was recurring until the merchant responds back to our dispute.
The USAA dispute team had us gathering documentation, sitting with long hold times with other businesses, and providing our findings to USAA for the supervisor to report that our outcome would not have changed from the initial submission on XX/XX/2020. Next, the supervisor stated that disputes can only be filed once and our case would close, for good. The supervisor could not determine if this is a rule of USAA or VISA. After emailing personally emailing VISA, this is a personal rule of USAA and it is problematic. This entire process is disconcerting to all our time and efforts put into ensuring that USAA had what they needed to assist in disputing our case.
The dispute team at USAA failed to take any accountability for their lack of action in ensuring that their members understand the information given to them. Many times, the representatives could not answer questions and stated that only the dispute team could answer them. The dispute team is unable to be reached directly and a request must be submitted each time for them to call you back within 48 hours. If representatives who are gathering information for disputes, and disputes can only be submitted once, why are these representatives not being trained on dispute processes and ensuring that the member understands the jargon of the bank? If the initial representative would have provided guidance on what USAA considers a recurring charge, our outcome may be different at this time. Additionally, if disputes can only be submitted once, then why isnt the USAA dispute team contacting members before submitting the filed dispute to provide final guidance since they are the ones with proper training for submission? We understand the bank is a business ; however, a bank can not do proper business without customers who trust that their money is protected. This entire process has felt that USAA does not protect its members interests and will side with merchants in dispute cases without a proper investigation or guidance.
Be well, The XXXX Family
|
| 12/16/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
My first contact with USAA was on XX/XX/2019 to their Survivor Relations Department after I had spoken to my Aunt who informed my brother and I that my recently deceased Uncle had named us as beneficiaries on three USAA accounts. I contacted USAA to advise of this and they were awaiting our calls. Contact was needed in order to have USAA send us the paperwork to transfer the funds to each of us. In this phone call, I indicated that I was going to be transferring this money to an IRA with my financial institution because it did not want to pay taxes on the funds. They advised that they would mail the forms ( 100 + pages ) and I needed to fill out and return the Inherited IRA form to USAA. I received the paperwork on or around XX/XX/2019. The funds had to leave my uncle 's account, go into a USAA Inherited IRA in my name, then close that account immediately out because I was not an eligible USAA account holder. I faxed my paperwork to USAA at the fax number given on XX/XX/2019. I did not hear anything for some time. I called the Survivor Relations Department in the beginning of XXXX after we hadnt heard anything. All three of us beneficiaries had to have our paperwork in before they would move any funds. When I called, mine and my brothers paperwork was lost. The representative found it and placed it in the correct department. My brother and I were communicating with each other after this point because we were getting different explanations of what was going to happen and when and how the funds would be moved. My brother was advised that we would only be getting checks sent to us and we assumed the check would be in some form that I could deposit with XXXX XXXX without a tax penalty. On or about XX/XX/2019 I received a phone call from XXXX in the survivor relations department wherein she stated that the record had shown from a previous phone call that I had wanted to transfer the funds to another account and she asked me if that was still accurate. I immediately replied yes that was still accurate but you guys told my brother who had spoken to a representative at USAA just days prior and said that they could only issue checks to us. She said OK and the phone call ended. If I was incorrect in any part of my description to her on what I wanted to happen with my funds, she should have corrected me right then and there. She should of advised that a transfer form was still needed in order to move this money to another Inherited IRA at my financial institution, XXXX XXXX. At this point, I was still assuming that my check will be in a form wherein it will be a tax-free transfer/rollover. After a long time and many phone calls between my brother, aunt and I, we were finally notified that the checks were going to be sent out on XX/XX/2019. I still had not received any information on the Inherited IRA that USAA said they had to open for me. I had no account number, date it was opened, or the amount that was in that account. That was later sent to me by US Mail and dated XX/XX/XXXX, which I did not receive until almost two weeks later and well after we found out that the checks sent to us were taxable. Once the checks were received, my brother and I took our checks to our financial institution, XXXX XXXX, to be deposited into our Inherited IRA 's. We were then notified that these were taxable distributions. We did not deposit the checks and immediately contacted USAA of the mistake. They told us the transaction could not be reversed because the accounts were closed. We both filed complaints with USAA. My complaint was called in to the USAA survivor relations department, along with letters I mailed and faxed to USAA CEO, CEO of the bank, and USAA Legal Department on XX/XX/2019. I received a call back from the USAA Survivor Relations Escalation Department XX/XX/2019 and have gone back and forth many times up until a final decision was made by USAA not to reverse the transaction on, XX/XX/2019 at XXXX because there was no bank error. I asked for a written letter as to why they would not reverse the transaction since my check was not cashed and XXXX advised that it would take 1-2 months for this letter to be written. This was unacceptable. My brother also filed a complaint with USAA. He never received a phone call from his advocate, XXXX in the CEO office. I had a representative, XXXX, in the survivor relations escalation department who communicated through me. I then communicated to my brother because he was still not receiving any phone calls on the status of the matter. This is totally improper. I was told that if they reverse one account they would reverse them both. I also had an advocate in the CEO office who I only learned of on XX/XX/2019, XXXX, who NEVER called me, even though the record reflected she did. I did not hear from her until XX/XX/2019, when a call was requested via XXXX in the same department via my brothers phone call on Friday, XX/XX/2019. The lack of continuity in this USAA department is stifling. Myself and my brother both had the same intentions with regard to the money and it was voiced many times, we spoke separately to USAA and we both ended up with the same outcome. No one in that department could accurately tell us that they needed a transfer form from my financial institution, and it did not come from USAA. When I finally spoke to XXXX, she said she didnt need to speak with me since XXXX was speaking to me. After I pressed XXXX on why the account couldnt be reversed she said it was because it was against regulation. I asked what regulation specifically and she said that since USAA got in trouble about a year ago for closing and opening accounts for its customers. I told her this situation was not the same. I believe that if we were USAA account holders we would have been treated differently. Every time we called USAA they advised that they would be recording the call. My intentions are accurately reflected in the phone calls leading up to them issuing the checks. This check is for about {$230000.00}. I am now out the interest I could have been making in my new Inherited IRA which was opened at XXXX XXXX on XX/XX/2019. We have also hired an attorney on this matter and sent a letter to the USAA Legal Department. I also had two other accounts with USAA, one savings account and one mutual fund. I had no problems communicating my intentions to them. In fact, they asked for more information on these smaller accounts then they did on this large IRA account. They, of course, were different departments within USAA.
|
| 09/22/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I am formally challenging the decision of USAA to find me liable for the fraudulent wire transfer that happened on XXXX XX/XX/XXXX. It is my contention that I, a XXXX USAA member XXXX was not at fault because the number used to conduct the fraud was USAAs number- as shown in the submitted evidence. Further, USAA allowed a fraudulent wire transfer of {$7800.00} from an individual who only had my Personal Identification Number ( PIN ) and no other identifying information for verification. I am to be covered under USAAs Zero Liability Policy as this was the first instance of fraud on my accounts. I formally request that USAA reopen the wire fraud case.
On XXXX XX/XX/XXXX, I was contacted by someone calling from the USAA phone number ( ( XXXX ) XXXX ; as well, my caller ID showed USAA from my contacts which I verified ) at XXXX hours. Upon answering, I was told that there were two potential fraudulent attempts to withdraw money from my bank account. Seconds after answering the phone call, I received a text from USAA ( that I now know was from the fraudster ) that asked if I had approved a XXXX transfer of {$2000.00} to which I replied No. Having absolutely no reason to believe this was not USAA ( since the call was from the USAA number ), when asked to verify my identity, I gave the individual on the phone my USAA PIN and no other identifying information. USAA representatives regularly ask for my PIN, so I felt comfortable giving the caller my PIN. No other information was given on the phone call. Upon checking my accounts shortly after the call, I noticed that a wire transfer in the amount of {$7800.00} had been sent from my savings account. I immediately called USAA from the number in my call history that I had received earlier from whom I thought was USAA, and after multiple layers of authentication, spoke with a USAA representative who told me the wire department was closed. Since the needed department was closed, the representative submitted a wire fraud notification to the wire department. The next morning at XXXX ( approximately 17 hours after the fraudulent activity ), I called the wire transfer department as soon as they opened, and they initiated a recall. Since XXXX XX/XX/XXXX, I have spoken with numerous ( no less than 15 USAA representatives ) and have been continuously transferred to different departments, disconnected, hanged-up on, and condescended to. My accounts were locked four ( 4 ) different times since the wire fraud took place. Once was at XXXX hours at night and when I called to find out what was happening, the security/fraud department was closed. The last time they were frozen was because I had been given a temporary password and PIN earlier that morning ( when unlocking my accounts for the third time ) and when I changed them both on the USAA website at the same time as I was prompted to do, it triggered a lockdown of my accounts. During these four instances, I had no access to my accounts or the funds in them- sometimes for several hours or overnight. To make matters worse, I spoke with a customer service representative, XXXX XXXX XXXX XXXX XXXX, who told me that no one had escalated my fraud case to the correct section/department. He said he had done so and that I should have been refunded the stolen funds well before then. On XXXX XX/XX/XXXX, I was finally told that USAA would not reimburse me the funds and that it had been found that I was liable for the wire fraud, but I was not told the reasoning behind the decision. Upon calling back later that night, I spoke with XXXX XXXX XXXX XXXX in security who stated it was unusual for a claim like mine to not be reimbursed. She then stated that there were many suspicious charges on XXXX XX/XX/XXXX, ( I told her I had cleared all the charges over the phone with USAA on that day ) and then she disconnected the call ( it went to a survey at the end of the call, not a dial tone ).
I have been with USAA for 23 years. I have been a loyal customer, having numerous loans and accounts with them over those years. As well, USAA has a Zero ( 0 ) Liability Policy, but somehow found me liable for this fraud. This was the first encounter of fraud that I have had. Furthermore, USAAs phone number was spoofed. I had no idea that I was not talking to an actual USAA representative. Later I was told that USAA representatives will never call and ask for your PIN. How am I supposed to know when and when not to give my PIN to a representative? Also, upon asking several times for the number to USAAs security or fraud department, I was told they dont have a direct line or extension by numerous USAA employees. Also, how, when armed with only my PIN ( that I admittedly had given the fraudster ) and nothing else, were they able to send a wire transfer of {$7900.00}? Is it USAAs policy to not have multiple forms of verification before wiring an amount of money that large? Should I have not been notified via text for external approval before the funds were sent? I must go through multiple layers of authentication before even talking to a customer service representative to obtain any account information over the phone, yet the someone armed only with my PIN was able to wire transfer {$7800.00}.
I have been very vocal over the last few weeks about how unhappy I was with USAA and how they have handled this wire fraud case, and how I was going to be changing banking institutions. I also filled out a survey negatively when asked about how I felt USAA had handled my wire fraud case. To further prove this point, my social security number doesnt even work for telephonic authentication anymore- it states it is not found. It is my opinion that USAA locked my accounts four ( 4 ) times, denied me access to my funds located in their accounts by doing so, and found me liable for the fraud because, 1 ) My voicing my opinions both verbally and on a survey about their poor service and 2 ) Because USAA and its representative made several mistakes in allowing this wire fraud and in the days following.
I have done my due diligence during this process. I have trusted USAA for many years- until I heard this case was denied. USAA has a duty to protect their USAA Member Accounts, and they failed to do so. They also failed by making this dispute a despicable, time-consuming, and grueling process. If this is not rectified, I will include my attorney in the rest of this process to assist in coming to a fair, honest result.
|
| 07/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
To whom it may concern, My wife and I recently applied for a home loan with USAA. Our application was declined towards what we thought should have been the end of our home buying experience, but that is not the primary issue. The primary issue is the lack of communication and lack of accountability throughout the entire process. We went through the pre-qualification process first and were told we approved for much more than what we were asking. According to our prequalification, our mortgage would have been roughly $ XXXXmonth ( our current monthly rent is {$1400.00} ).
On XX/XX/XXXX, we put in an offer on the home we intended to purchase and said offer was accepted on XX/XX/XXXX. XXXX put due diligence and earnest money checks in the mail on XX/XX/XXXX as we had signed all documentation and were now under contract. We did not have an initial issue until it was time for the appraisal of the home. We were assigned to a loan officer named XXXX who was responsive to any questions until she went on vacation. My wife, XXXX, emailed to ask clarification on something and we received an auto-reply that XXXX would be out of the office for two weeks and wed be working with XXXX XXXX in the interim. XXXX seemed to have the attitude of dont call me, Ill call you, as she rarely replied to emails and when we did get a reply there was a noticeable amount of negativity behind her words.
When it came to the actual appraisal, USAAs appraiser held on to the report for about a week after completing his assessment of the home. This caused us to ask for an extension on our due diligence period from the sellers. We finally got through this initial step of appraisals and inspections somewhere in the first week of XXXX. By this time, XXXX was back from vacation just in time to introduce us to a mortgage processor named XXXX XXXX.
For the month between the start of mortgage processing and what we thought was going to be closing date of XX/XX/XXXX, we heard from XXXX exactly four times. The first was asking for more tax information. The second time was the morning of Thursday, XX/XX/XXXX asking for more documentation. We replied within an hour along with the question of whether to ask the sellers for another contract extension as that day was the last workday until Monday XX/XX/XXXX, closing day. Our question went ignored until XXXX where we received a reply promising we would get a call with some additional clarification before XXXX left the office for the holiday weekend. No call was made. My wife and I spent two hours that evening trying to escalate the situation to a loan processing manager, but all had gone home for the day/ holiday weekend. Our realtor and his assistant also reached out to XXXX, XXXX, and XXXX on several occasions throughout the process both via phone and email to get clarification on our behalf. We were finally able to get a hold of XXXX, our loan originator, who connected us with XXXX XXXX, a loan process manager.
By Friday morning, we were able to get in touch with XXXX XXXX who tried to give us some assurance that our application would be pushed through since we still had no updated as to how far to extend our contract period. XXXX stated that she had reached out to XXXX manager and requested he personally look at the file and have underwriting take another look after some information was clarified regarding our finances. The following Monday, XXXX contacted by leaving a voicemail to tell us that our application had been declined but gave no reason.
By this time our frustration with XXXX and her lack of communication and professionalism had boiled over, so we called and asked to speak to her supervisor XXXX XXXX. We explained our situation and he let us know he would take yet another look and call us back within a matter of hours. My wife, again, clarified the information regarding our financial state that seemed to be the source of confusion and application denial. Mr. XXXX understood what was being explained and shared the reason that underwriting would most likely decline it again. He then shared that our application was never approvable even from the pre-qualification stage and was surprised that we had gotten this far in the process.
We feel beyond frustrated and wronged at the fact that we spent six weeks and thousands of dollars going through this loan process unnecessarily, since our application was never going to be accepted according to Mr. XXXX. Mr. XXXX shared that the way our income was structured should have been flagged at processing. I want to re-iterate that we were pre-approved for a loan far above what we offered and purchased on the home by both USAA and another lender even after sharing our financial situation. After speaking to other lenders on this matter, we were told that our loan should have in fact been approved by USAA because our financial status was more than acceptable. This entire situation was not only mentally and emotionally frustrating but also financially depleting. The specific transactions that are the most angering include roughly {$900.00} for an appraisal, {$1500.00} for due diligence, and {$1000.00} in earnest money.
As we are in uncertain times with COVID, the loss of that amount money is not acceptable. We feel that it was USAAs duty, from the beginning, to share this information that we may not be approved. Furthermore, they used COVID as the reason for their lack of movement in the process at a faster rate, however all the required documents had been uploaded since XX/XX/XXXX but did not begin processing in underwriting until XX/XX/XXXX. We still believe there was enough time given that we would not have had such a large financial loss if they had notified us sooner. Mr. XXXX ended the final phone call explaining the USAA absorbs no financial responsibility in this matter despite the lack of quality communication. He simply offered his apology.
My wife and her family have been customers of USAA for several years. We chose them because of their exemplar customer service, however I do not feel that as of late that has been our experience. We feel that we were often treated as an after thought and not given proper communication time and again. We feel that USAA should bear some responsibility for this process falling apart and should be made to repay at least a portion on what we lost in while going through this.
|
| 04/29/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
Attached to this correspondence is a proof of identification. This proof should stand during any and all communication.
ATTN : XXXX XXXX XXXX USAA SAVINGS BANK XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX AFFIDAVIT NOTICE ATTN : XXXX XXXX, XXXX USAA SAVINGS BANK REFERENCE LOAN # XXXX I, agent for principal XXXX XXXX and affiant, I am a federally protected consumer, holder in due course, attorney, for any and all derivatives thereof for the surname/given name and I have been appointed and accept being the executor both public and private for all matters proceeding, and I hereby claim that I will d/b/a XXXX XXXX, and autograph as the agent and administrator in fact.
Notice it is a fact, affiant is aware, credit is the right granted by a creditor to defer payment of debt or to incur debt and defer its payment. In conjunction pursuant to 15 USC 1602 ( g ) creditor refers only to a person, meaning not the organization but only a natural person, who regularly extends consumer credit, in connection with loans, sales, property or services payable by agreement which a finance charge may or may not be required or the natural person whom the debt arising from the consumer credit transaction which may be payable on the face of the evidence of indebtedness such as a contract or by agreement.
Notice it is a fact, pursuant to 15 U.S.Code 1692a ( 4 ) creditor means any person who extends credit creating the debt. I extended the credit which makes me the original creditor.
Notice, it is a fact, affiant has reason to believe and do so believes USAA SAVINGS BANK is a debt collector as a debt collector is any person who uses instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another.
Notice it is a fact, affiant is aware, after receiving notice about a billing error the creditor may not report any negative information until creditor has met requirements of the section 1666 and thereafter to make payment as is provided under the credit agreement for payment of undisputed amounts.
Notice, it is a fact, affiant is aware pursuant may not engage in any contact that would harass, oppress or abuse any person while collecting any debt and it is and credit is a right granted to me as a creditor under truth in lending and USAA SAVINGS BANK has not right to oppress or abuse any part of my character which would restrict to prohibit my right to extend credit and is a violation of 15 U.S.Code 1692d such has furnish unverified information to my consumer report and contact me without consent.
Notice it is a fact, affiant is aware, pursuant to 15 USC 1605, interest, deliver service fees, loan fees, premium insurance to cover any defaults, broker fees, insurance for the vehicle and insurance to cover health, life, accident, and gap insurance, are all included in finance charge.
Notice it is a fact, affiant is aware, transactions authorized by my credit card, and credit card is defined in both FCRA and has the same as the definition in TILA as any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit. This is my social security card. This credit card was authorized by my social security card and therefore must be excluded from my consumer report. This reported information on USAA LOAN # XXXX is a violation of 15 U.S. Code 1681a ( 2 ) ( B ).
Notice it is a fact, affiant is aware, pursuant to 15 USC 6801 ( b ) ( 3 ) financial institutions must ensure the security, confidentiality of consumer records. Financial institutions must protect against threats and maintain the integrity of records. Lastly financial institutions must prevent unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any customer such as I, the affiant, in fact.
Notice, affiant is aware the debt collector, USAA SAVINGS BANK can not communicate with anyone other than the consumer, an attorney or CRA if permitted by law. However, the debt collector, USAA SAVINGS BANK has communicated with the all caps name principal obligor, XXXX XXXX and has always referred to my principal obligor and not myself the agent, natural person and consumer in fact. This is a violation of 1692c ( b ).
Notice it is a fact, affiant is aware, transactions authorized by my credit card, and credit card is defined in both FCRA and has the same as the definition in TILA as any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit. This is my social security card. This credit card was authorized by my social security card and therefore must be excluded from my consumer report. This reported information on { ACCOUNT NAME AND NUMBER } is a violation of 15 U.S. Code 1681a ( 2 ) ( B ).
Notice it is a fact, affiant is aware, the unlawful use of a credit card such as a social security card under 15 USC 1602 ( l ) by a organization or person other than the cardholder who does not have actual, implied, or apparent authority for such use and from which the cardholder receives no benefit is in fact, unauthorized use pursuant to 15 USC 1602 ( p ). My information was given to a third party entity XXXX XXXX and XXXX XXXX XXXX to collect on this alleged debt.
Notice it is a fact, affiant is aware, the unlawful use of a credit card such as a social security card under 15 USC 1602 ( l ) by a organization or person other than the cardholder who does not have actual, implied, or apparent authority for such use and from which the cardholder receives no benefit is in fact, unauthorized use pursuant to 15 USC 1602 ( p ). My information was given to a third party entity to collect on an alleged debt.
JURAT Whereas, I of age, of majority, give this herein notice to all, I make a solemn oath to the one and only most high of creation only, whoever that may be, and I depose the following facts, so be it, nunc pro tunc I swear to all information provided herein, I do so under the penalty of perjury that the information I so affirm to be true, correct, accurate to the best of my ability and knowledge, so be it.
|
| 08/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
This is a complaint against USAA Bank, who has prohibited me from accessing my savings and checking accounts and are holding the monies in my account hostage. USAA closed my primary checking account that I had with them for over ten years due to an unpaid balance that resulted due to an employment scam for which I was a victim. I contacted USAA Bank on XX/XX/2021 ; and informed them of the scam immediately after I realized that I had been victimized. I explained to the customer agent the nature in which the scam had occurred, also advising the female agent the level of investigation that I had exhibited to concluded that I had indeed been scammed. Not only had I been scammed but I prevented another unsuspected entity ( a law firm ) from being victimized of wire fraud.
On XX/XX/2021, under the pretense of a company called XXXX XXXX, and contacted me via email after reviewing my resume on XXXX. I completed a full interview with an interviewer from this company XXXX XXXX, advised I was hired for the position and would need specific types of software required for the position. I was conned into believing that a check that was forwarded to me for the purchase of software was required for a home-based office to work for this company. I was advised via text through a communication app called XXXX to deposit the check for {$5400.00} into my personal account and send certain amounts of monies to the so-called software administrator. I sent the first transaction of {$1000.00} via XXXX to an email address as instructed, however, I was requested to send another {$1000.00} to the same email address, which I questioned the interviewer why I was not advised to just send the full amount necessary to acquire the software from their vender. When the interviewer explanation did not make sense to me, I advised the interviewer that I was experiencing issues with my bank application and would have to give customer service at the bank a call the next morning since it was after XXXX p.m. He advised he will call me back the next morning.
I conducted the investigation throughout the night to discover the check that was forwarded to me was a valid check, however, I was stolen information cloned from an account of a law firm in Florida. Using the name of the individual listed on the check, conducted a cross-study research which revealed, that XXXX XXXX, XXXX, ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) Attorney XXXX XXXX serve as judge and partnered in a law firm there in Florida. I sent XXXX XXXX an email with the information that was forwarded to me ; and advised of what was going on and asked if the check was legitimate and if she was aware of the company. The following morning, Attorney XXXX XXXX responded to my email declining any knowledge of XXXX XXXX company ; however, the check was valid on her firms checking account. I advised her to contact her bank and vice versa.
I also called the law firm on XX/XX/XXXX, to speak with XXXX XXXX because I was not aware she responded to the email that Id sent the previous night. I spoke with her partner at the firm and explained the entire process and how I located their company through investigation. He was intrigued by my investigative skills. He also advised that I should contact XXXX to informed them of the scam being conducted through their creditable sight as well as my bank which is what I did. I contacted my bank immediately after speaking to the partner at the firm and reading XXXX XXXX email response. After speaking to the representative at length and providing her with a timeline of the entire incident, it was her determination that since it had been less than 12 hours since the incidence occurred, the bank where the XXXX payment was sent could be requested to block/stop the transaction or provide information regarding the transaction for a police report. I was advised that my case would be referred to the fraud department at the bank and would be contacted if additional information would be required. However, after a a week or so with no contact from the bank. I contacted USAA in regard to an update with the fraud case and was informed that a fraud case had not been investigated, because I was being held responsible for the outstanding balance on the account. The male customer agent in the fraud department of USAA informed me that USAA was already aware of this type of scam involving USAA customers. I proceeded to inform the bank agent that I was the one who called to inform the bank about this scam and that the remaining deposit of {$4500.00} in my account showing available in my account but should be removed, neither did I touch those funds in the account.
After several calls and contacting USAA fraud department and the supervisors refused to further investigate or comply to my requests for additional documents relating to my fraud claim be sent to me to process an outside claim or police report I was denied ; and my primary checking account was closed for the unpaid fraud transaction of {$970.00} after thirty days. USAA bank, since then has blocked my access to my other three accounts I still have open with them and will not allow me to withdraw my {$2000.00} plus from these accounts, nor will they close the accounts at my request. I attempted to pay the amount that my account as being held hostage over, but I was advised the account had been written off and transferred from one department to another without any resolution. I am not the only customer who has recently encountered this behavior from USAA against veterans since the favorable outcome of the lawsuit by the VA and its veterans. It is my strong belief that I am being discriminated against. I have suffered great losses due to USAA accepting funds into my accounts but would not pay transactions that had been submitted for bill payments, security system and car payments. I have endured XXXX of dollars in returned payments, late fees, and account closures due to auto payment failures. I also reported the scam incidence to other appropriate agencies i.e., police department, online FBI report, USAA the law firm of XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ; XXXX, where the scam was originated, and I have proof of the reports and other communications also.
|
| 09/13/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
To whom it may concern : I received an invitation to apply for a refinance on our current Home loan through XXXX, to compare it to USAA bank. I received the request in the mail. I'm a veteran and have my auto insurance, home insurance, flood insurance and personal property insurance and credit card all through USAA bank. I called on or about XX/XX/XXXX, to discuss my current situation and see what products USAA bank had available. The gentleman ( Mr. XXXX XXXX ) gave me the information and quoted me an interest rate of XXXX percent and then told me I could buy down the interest rate and he could get me into a loan at XXXX Percent fixed for thirty years. You may request a narrative from USAA bank as the telephone conversation as I was informed was being recorded.
After accumulating all the information of the products that USAA bank provided, I said to Mr. XXXX XXXX, " I would think about it and get back to you. And by the way, do you sell your home loans to the secondary market as I had so much trouble with " XXXX '' and " XXXX XXXX XXXX '', that I don't trust, and know I couldn't live through that again, as it really did a number on me with all the lies, and I even think I have XXXX as a result of four years of XXXX with them ''. He said : " USAA bank is a savings and loan bank and we own all of our loans and they are serviced by our USAA team at " XXXX '' ; " but we own the loans ''. I then asked could I keep my mortgage payments for the XXXX of each month? He said " absolutely '', that's when I made my mind up that USAA bank will get my loan and it will be serviced by XXXX then I will have everything at USAA bank, a bank and not crooked XXXX. Then I proceeded to give him all the information to see if I qualified for the refinance. He asked me if I would give him permission to pull a credit report. I said yes. He came back and told me ( although he was not to tell me my credit score over the phone, he said ) " I had a XXXX credit score ''. I would qualify for the refinance and he would be sending me out overnight an authorization acceptance to continue with the loan process. I received it via XXXX the next day and received an email from Mr. XXXX XXXX, telling me he had sent it out. I received it then signed it and faxed it back to them.
Moving ahead a few weeks, I called back to the mortgage department at USAA bank, because I had not heard from anyone for about three weeks and the closing date was getting near. I was told that XXXX XXXX would be handling my loan process. I waited a few more weeks and called telling the mortgage department that I had not heard from XXXX XXXX either and I wanted to talk to her supervisor. USAA bank then directed me to Mrs. XXXX XXXX, her supervisor whom called me and stated she would over see my loan process and if I needed her help to email her and she would get right on it. In addition, I received an email from the director of fulfillment XXXX XXXX, telling me " if at any time your needs or expectations are not being met please call me ''.
It was like my nightmare started all over again! I'm being told this is going to occur and that will occur and all that I was feeling was here we go again. Like XXXX and XXXX XXXX XXXX. USAA bank is like the rest of the banks! Liars! cheaters ' etc. I was about to back out of the loan process because already we were having so many problems, no one would return my calls, forms needed, not needed, we did not receive that information etc ... etc, it triggered the nightmares I had with XXXX XXXX XXXX and XXXX. I received a call from Mrs. XXXX XXXX and if she didn't step in and call me, I would have cancelled the process and stayed with what I had. A first with XXXX at a two percent loan for the rest of the life of the loan and a second with XXXX XXXX to fix up the reminder of my house because XXXX went out of business and XXXX XXXX XXXX would not honor what XXXX home loans set up. So I had to borrow on a second to fix the house and make it safe. In XX/XX/2013, the State of California Attorney General stepped in after four solid years and after four years of lies, letters, missing letters, letters to foreclose on my home etc, XXXX XXXX XXXX completely had to wipe out the first second on my home of {$220000.00}, so that I could take out another second to fix the home and be safe. I used XXXX XXXX XXXX because they were a bank that did not take advantage of the TARP.
After all of the many problems with this new loan. I emailed Mrs. XXXX XXXX asking if she knew if USAA bank sold their loans to the secondary market and she replied with an email telling me the same thing. See email included in this complaint. " Our servicer is XXXX, but we have a specialized USAA team there at XXXX that are trained to work especially with our members. They do not sell USAA loans so you shouldn't have to worry about the servicer changing. I proceeded with the loan! My new loan would be with a bank and not the crooked XXXX.
On XX/XX/XXXX, I received a letter from XXXX XXXX telling me that my home loan from USAA was sold to XXXX XXXX on XX/XX/XXXX, and no other action is necessary, continue to make payments to XXXX.
I could not believe my eyes! I would have never in a XXXX years take my business to USAA bank for the refinance or refinance my loan If I had known they would do this! Never! I relied on the fact that Mr. XXXX XXXX, and Mrs. XXXX XXXX told me that USAA was a savings and loan bank and although the servicing was done by XXXX, they ( USAA bank ) will own the loan. I was specific with those two questions : 1. Would my loan be sold to a secondary market and 2. can I keep the 16th of each month for my payment of the new mortgage payment.
I feel as though in good faith I asked those two questions because two well qualified people would tell me the truth. I would have gotten a straight answer, which was the deciding factor of doing the refinance they would not sell the loan and I could keep the 16th of each month as my payment date. I would have never spent the money on a refinance of several thousands of dollars as the mortgage that I had was at 2 percent for the remainder of the loan. I would keep the first and pay on the old second loan until it was paid for in full.
|
| 05/14/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Welcome to the USAA Bank Chat!
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Banking products offered by USAA Federal Savings Bank and USAA Savings Bank, both FDIC insured. Credit Cards offered by USAA Savings Bank. Trust services provided by USAA Federal Savings Bank.
Consumer Lending rates that are shared with you are Annual Percentage Rates unless otherwise indicated and are subject to change. These rates include a 0.25 % discount for using automatic payments on the loan.
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Please note : Do not refresh your chat window at any time. Refreshing the chat window during the conversation will disconnect your chat session.
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Your Question is : contd discussion re auto loan deferrela during covid XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Good afternoon. I hope you are doing well. How can I help you today?
Me ( XX/XX/2020, XXXX XXXX ) : could be much better re covid. what is your name for my notes XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : My name is XXXX. I'm happy to help you Mr. XXXX.
Me ( XX/XX/2020, XXXX XXXX ) : Ok, XXXX ... so i can call but ht ewiat was too long ...
Me ( XX/XX/2020, XXXX XXXX ) : this is about my car loan Me ( XX/XX/2020, XXXX XXXX ) : 2 montsh ago i spoke with a rep in XXXX XXXX 's CEO office about the loan Me ( XX/XX/2020, XXXX XXXX ) : yall due to COVID gave me a 60 day deferral on the loan which was great. at the time NO ONE knew or even NOW knows about COVid ... .It is STILL rampant and killing people and causing 1000s of Ameicans to not go back to work XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I know what you mean, Mr. XXXX . This pandemic is affecting everyone in one way or another. Are you still having trouble financially due to the pendemic?
Me ( XX/XX/2020, XXXX XXXX ) : Well, banks, airlines, cruise lines, insurance companies and LARGE companies are doing QUITE WELL with MILLIONS of taxpayer dollars of " ours '' ... .While Americans are literally DYING and losing assets and FICO scores due to the inability of this govt to TAKE CHARGE AND LEAD ....
XXXX XXXX ( XX/XX/2020, XXXX PM ) : It is certainly concerning and USAA has been monitoring the situation closely. I'm glad you were able to obtain a two month payment extension. I hope it was helpful during this difficult time.
Me ( XX/XX/2020, XXXX XXXX ) : Well it was, but we HAD not IDEA what was to come from the US govt and how we were able to get back to work. Ive had 3 friends die from COVID in TN and OR and two others currently infected with it. It is not a good time. So my inquiry or request is since the federal govt and state govt are UNSURE and totally inept in planning how to open businesses, I NEED TO GET BACK TO WORK in hospitality..ios there another chance for an extension? I need to ask to plan ahead as the government is NOT doing that for Americans ... .me Me ( XX/XX/2020, XXXX XXXX ) : When I went to XXXX to fight for our country as a XXXX year old, the US promised certain things and failed on many.. SO here we are again with its failure Me ( XX/XX/2020, XXXX XXXX ) : I am talijng with my US Senator and US Congressman weekly about WHERE THE HELL is my CARES ACT relief money ... they HAVE NO IDEA.
Me ( XX/XX/2020, XXXX XXXX ) : Also, I am dealing with three state senator and two state reps as to where the hell is my UNEMPLOUYMENT BENEFIT/CHECK ... XXXX
Me ( XX/XX/2020, XXXX XXXX ) : iot has been since XX/XX/2020 and NOTHING!
Me ( XX/XX/2020, XXXX XXXX ) : And I have documented in sending over XXXX resumes since XX/XX/2020 for jobs Me ( XX/XX/2020, XXXX XXXX ) : Im either too expensiuve to hire or way overqualified so what ....
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : That must be incredibly frustrating. I'm so sorry to hear about your recent loss of your friends due to the virus. My condolences to you, Mr. XXXX. Thank you for your service to our country. I hope everything with the benefit checks gets resolved soon for you. Typically, if you receive a payment extension, the account is not eligible for another extension until 12 months have passed.
Please bear with me while I see if there is anything else we can do.
Me ( XX/XX/2020, XXXX XXXX ) : Okay well we got to figiure something out cause I KNOW I AM NOT THE ONLY ONE ACROSS THIS COUNTRY FACING THIS Me ( XX/XX/2020, XXXX XXXX ) : Or just a delay in paying XX/XX/XXXX cause I am literally on {$120.00} in my checking and fighting the IRS and State for my unemployment and my restaurant owner is AFRAID to open with no action plan from the state and his attorney has advised that IF HE opens with no safeguards per CDC he is subject to lawsuits from customers who may be sick from COVId. THe governor of the state is useless and just says, OPEN NOW don't worru XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I am so sorry, Mr. XXXX. I reviewed the options and at this time another deferment is not available. However, you mentioned paying later and I want to let you know that although the payment is due XX/XX/XXXX, we will give you a 15 day grace period. You won't be charged a late fee if you can pay the loan before becoming 15 days late.
Me ( XX/XX/2020, XXXX XXXX ) : fine! so much for usaa covering veterans ... i will deal with it after the 15 days Me ( XX/XX/2020, XXXX XXXX ) : i am going to file a report with e federal CFBP cause banks NEED to be more flexible ... or DONT ASK FOR OUR TAXPAYERS dollars to stay open XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I wish there was more I could do, Mr. XXXX. I understand your frustration.
Me ( XX/XX/2020, XXXX XXXX ) : NO ONE knows and certainly this corrupt and negligent government has NO IDEA what THF is happening. So we peon Americans are just wading thru the mud. while large companies and banks GET our $ $ $ to stay open and pay their CEOs MILLIONS ... thanks!! take ur XXXX fake and lying commercial about supporting VEterans off the air!!
XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : I will share your feedback XXXXr. XXXX.
Me ( XX/XX/2020, XXXX XXXX ) : just for XXXX and giggles what is the payoff should I win the XXXX lottery XXXX XXXX ( XX/XX/2020, XXXX XXXX ) : Today 's payoff is {$12000.00}.
Me ( XX/XX/2020, XXXX XXXX ) : k
|
| 08/29/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
We are long-time members of USAA with multiple banking and credit accounts with this bank. We were recently victims of a financial scam involving our USAA accounts which we believe was the direct result of negligence by a USAA representative whom we contacted with concerns about a suspicious check. As a result, {$2300.00} was stolen from our accounts. Below we share the sequence of events that occurred : XX/XX/2019 : We posted our used car for sale on XXXX, with an asking price of {$5500.00}.
XX/XX/2019 : We received a certified check for {$7800.00} from a buyer with an explanation that the overpayment of {$2300.00} was intended to cover the cost of shipping the car.
XX/XX/2019 : We were skeptical about the check. Because we do not live near the sole USAA financial services center in XXXX XXXX, TX, we called USAA customer service to seek input and guidance. We explained the situation to the USAA front line representative outlining our concerns about the legitimacy of the check. After using the mobile deposit feature on the USAA app, the representative informed us that the funds were credited to our account and were available for immediate use. At no point during our telephone call with USAA despite our voiced suspicions about the checks legitimacy and despite sharing details about the context and provenience of the check did the bank representative inform us that the bank could not confirm the legitimacy of the check without further processing. To the contrary, the involvement of and feedback from USAAs front line representative gave us confidence that this was a legitimate check that the funds had already been credited to our account and that we could proceed with arranging to ship the car for the buyer.
XX/XX/2019 : The buyer asked us to transfer money to the car mover and even suggested that we should use USAAs in-app instant transfer feature called XXXX. Our conversation with the USAA front line representative had given us the confidence to move forward with this part of the transaction even though we had never used XXXX. We adhered to the {$1000.00} daily limit for USAAs XXXX feature and transferred {$1000.00} on XX/XX/XXXX, {$1000.00} on XX/XX/XXXX, and {$390.00} on XX/XX/XXXX. We believed we had done our due diligence by asking the bank about the legitimacy of the certified check that the buyer had provided, we didnt feel entitled to keep more than {$5500.00} for the car, and so we were not concerned about transferring the {$2300.00} overpayment that we had received to the car mover.
XX/XX/2019 : As we continued to communicate with the buyer to arrange the date/time to meet the car mover, we were informed that the original certified check whose legitimacy we had discussed with the USAA front line representative bounced. We immediately requested that a fraud claim be opened and we cooperated fully with USAAs investigation. We were told that we would receive a phone call from the bank within 7 days regarding findings from their investigation but instead received a simple email stating that no error had occurred with the XXXX transfers - which was never our contestation.
We have since made repeated attempts to encourage USAA to undertake a more thorough investigation into this crime. We were victimized by a thief posing as a car buyer who capitalized on the negligence of USAAs front line representative. We sought guidance from our bank when we needed it most and the feedback we received from USAA is what gave us the confidence to move forward with the fraudulent transaction. As a result of our repeated inquiries to USAA customer service about the status of our complaint, we received a call from the Office of the CEO at USAA on Tuesday XX/XX/2019 ( first name XXXX, last name not given ). She informed us of USAAs findings following their thorough investigation : 1. The Office of the CEO determined that a crime was committed.
2. The Office of the CEO recommended coaching for the front line representative who spoke to us about the questionable certified check on XX/XX/2019 ( based on a review of our recorded call ).
3. The Office of the CEO recommended rolling out a new process to all front line analysts which addresses a process gap that they identified as a result of their investigation into our case.
We believe that these findings indicate that USAA recognizes that both individual employee behavior as well as broad business practices played a role in allowing a criminal to steal {$2300.00} from us. And yet USAA refuses to reimburse us for the money that was stolen from us because we voluntarily participated in the crime. When we called USAA on XX/XX/2019, all we needed was for the USAA front line representative to tell us that it was not possible to verify the legitimacy of the certified check that we received. That statement alone likely would have spared us. Instead, the USAA front line representative told us the funds were already in our account a statement which gave us the confidence to move forward.
We have come to learn that what happened to us is sadly not uncommon. But what is shocking is how the bank led us to this lions den. Front line bank representatives represent the consumers best line of defense and through this experience we have found the USAA representatives to be woefully lacking in industry knowledge. If there is a delay between the time when a check is deposited and when the legitimacy of the funds can be assured, then that should be expressed by the bank representatives especially when a customer contacts the bank expressly to verify the legitimacy of a check. Additionally, banks are now marketing XXXX as a safe and easy way to send funds. In reality, these instant transfer apps provide a convenient way for criminals to perpetrate serious, untraceable financial crimes and banks are likely profiting while exposing their customers to these unacceptable risks.
We chose to become USAA members, believing USAA would act in our best interest. We are not giving up on this and we expect USAA to reimburse us for the {$2300.00} that was stolen from our account with the assistance of and under the watchful eyes of this large financial institution.
Thank you for looking into this matter.
|
| 11/10/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am lodging a complaint against USAA.
I ordered a re-built engine from XXXX on XXXX XXXX, XXXX, specifying the VIN number of my XXXX XXXX XXXX. USAA debited my checking account {XXXX for the engine and XXXX for the shipping. However, XXXX set me an engine which my certified mechanic told me on XXXX XXXX, XXXX, was incorrect. I asked XXXX to collect the engine and refund my cost of XXXX and {XXXX}. They refused. XXXX told me to pay a substantial re-stocking fee of XXXX XXXX and re-order. I declined this suggestion as XXXX sent me the wrong engine and I was not liable for re-stocking or re-shipping. Thus, I lodged a dispute with USAA on XXXX XXXX, XXXX. I subsequently uploaded to the USAA site many documents supporting my case including my order form which included the VIN number. I also sent several letters to the CEO of USAA to the address in XXXX XXXX, the location of corporate headquarters ; the only responses have been a computer generated message on my USAA accounts site saying that the letter has been received and action will be taken. On XXXX XXXX XXXX, I received a telephone call from a USAA " representative '' relating USAA 's decision to rule in favor of XXXX ; an adjustment of ( XXXX XXXX was placed on my checking account on XXXX XXXX. I asked for a written explanation. To date, I have not received a written letter or on-line document which presumably would explain USAAs actions to which I totally object.
I find this lack of documentation on the part of USAA totally unprofessional and violating due process standards. Also USAA did not assign me a " case worker '' so each phone conversation has been with a different person with no last name.
Let me briefly encapsulate again : I ordered a re-built engine for my XXXX XXXX XXXX from XXXX, and provided the VIN number of my car. For those of us who are not aware, the Vehicle Identification Number ( VIN ) specifies exactly the parts and engine for that specific car. My VIN indicated my car required a v-tec engine ; I was sent a SOHC engine. I requested XXXX to pick up the incorrect engine and send me the VIN-required engine. This XXXX refused to do ; hence the dispute.
I continue to protest the decision of USAA and will continue to protest as indicted by this complaint. The facts support my position and any unbiased reviewer of the evidence would agree. USAA could easily call any XXXX dealership to validate that my VIN would not specify an SOHC engine. My accounts at USAA are now dormant.
I am copying here the letter of XXXX XXXX, XXXX to the USAA CEO which is a more detailed account of the issue.
_____________________________________________________________ XXXX XXXX XXXX The Chief Executive OfficeXXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX : USSA Account AND USAA CASE # s Dear Sir or Madam : I am closing my checking and savings accounts with USAA after many years due to unimaginable inefficiency and ineptitude on the part of USAA in handling a dispute I have with XXXX, a company that sent me the wrong engine. This XXXX engine has been sitting in my garage for nearly four months for which I have no use and did not order ; XXXX has yet to collect this motor.
I do no have large account balances but I suspect the vast majority of your banking clients are people like me. So I am asking for your review and the kindness of a response For clarity, I will briefly recite the chronology ; please note that all the documentation requested has been uploaded on your website.
1. On XXXX XXXX, XXXX, I ordered a re-built engine for my XXXX XXXX XXXX from XXXX ; my checking account was debited XXXX} for the engine and XXXX} for the shipment.
2. On XXXX XXXX, XXXX, the engine arrived at my mechanics place of business.
3. On XXXX XXXX, XXXX, the mechanic informed me it was the wrong engine.
4. XXXX refused my request to exchange the engine for the correct one.
5. I called USAA on XXXX XXXX, XXXX, to initiate a dispute, and was asked to submit a statement. On XXXX XXXX, USAA adjusted my account with a credit.
Items 1-5 were explained in detail in a XXXX XXXX, XXXX, Statement for the Record, which I uploaded to the website.
6. On XXXX XXXX, I received a voice mail from the USAA call center and after great difficulty in reaching a customer care representative, I was informed that no more information was needed. A Statement for the Record about this USAA encounter was uploaded to your website XXXX XXXX, XXXX.
7. Subsequently, another call center phone message was received stating that more information was needed in stark contrast to the previous received call. Nonetheless, in response, on XXXX XXXX, XXXX, I submitted/uploaded four documents to the USAA website : a. XXXX XXXX XXXX XXXX Warranty and Return Policy c. Master Mechanics Statement Attesting the wrong engine was sent by XXXX XXXX XXXX Dealership documentation regarding the proper engine for my XXXX XXXX XXXX ( in effect a second mechanic testament ).
On several occasions, I have asked for a status of my dispute sending an on-line message and always receiving the standard electronically-generated response which never resulted in any real action dealing with my dispute.
On XXXX XXXX, XXXX, I was called by a Call Center person asking for a second mechanics opinion. In this conversation, I indicated my utter frustration.
It has become clear to me that the USAA operation which handles account holder disputes is seriously flawed ; a dispute is handled by a multitude of customer service representatives each of whom really knows nothing about the case and simply tries to delay the resolution. It appears to me that USAA is trying to defeat its account holder/s with unintelligible requests and delaying tactics. USAA is living on past reputation.
My case has been open since XXXX XXXX, almost four months. I have met every request put to me by USAA in a timely manner. My tolerance for incompetency has reached its limit. There are two consequences to this ineptitude : I am closing my USAA accounts and opening accounts with the XXXX XXXX XXXX XXXX, and I still have in my garage an unordered and unneeded Honda Civic engine.
Again I ask for the favor of a timely, written response,
|
| 09/15/2023 |
Yes |
|
- Closing on a mortgage
- Fees or costs after closing
|
|
Web |
Servicemember |
|
Myself and most members of my family have been members of USAA Federal Savings Bank my entire life. When I became an adult I opened an account and did active banking with them for years. I recently became interested in moving to XXXX XXXX and called USAA to extend credit to me for a dwelling. I perform professional research of federal laws, regulations, procedures, contracts, etc. Upon reading Regulation B and other relevant sections of the United States Code, I decided to request the transaction pursuant to the provisions of the regulations and other applicable laws as follows : 1. I expressed to the bank that I am an adult, at the sufficient age of 35 years, and competent to contract.
2. I expressed orally and in writing that I am submitting an application as an endorser, to secure the loan using my own making/issuance of a promissory note to be appraised and acquired as a printed security form of collateral. I expressed that Regulation B as well as the Securities Exchange Act expresses and implies this right throughout.
XXXX. I expressed that I am not willing to allow USAA to designate my Trustees, or Beneficiaries because I am competent to make those designations myself in the best interest of my estate.
XXXX. I expressed that I am willing to negotiate the terms of the agreement within reason and requested USAA to also meet me with a reasonable, conscionable agreement to include reasonable consideration for the exchange of value.
XXXX. I expressed that an adhesion contract must still be conscionable and can not include terms that are non-negotiable while barring me from my right to contract, to trade, to access credit, to fair housing, and to freely dispose my ( investment ) property.
XXXX. I expressed that it is an act of discrimination to allow me to obligate myself to the repayment of an obligation as a competent adult, but not to allow me to negotiate that same contract as an adult who is at the age of majority and competent to contract.
XXXX. I expressed that it is an act of discrimination to limit the amount of credit I can access based on the location of the home because I was advised that there is a limit on the amount I could spend on a home. It is located in XXXX XXXX, Ga with a heavy population of people known as XXXX XXXX XXXX ( XXXX XXXX ).
XXXX. I expressed that it is a federal white collar crime to make any attempt to use an extension of credit to extort real property from a Consumer by attaching a lien without any just cause, reason, or consideration because Consumer law clearly regulates the cost of credit stating that the total cost is equal only to the finance charge.
XXXX. I expressed that the banks policies do not and can not supersede the law nor my right to negotiate in the best interest of my estate in the credit transaction under trust.
XXXX XXXX responded by telling me that the banks policies are what they are and they will not negotiate. He advised me that the bank will not allow me to designate my own Trustees and Beneficiaries as they are forcing their own interests in my transaction to lien the real property without any consideration to me or my estate whatsoever.
He only gave me the option to keep asking them for consideration of my rights to transact under trust as a competent adult. I am willing to resolve this dispute by pledging and/or properly endorsing my note to allow the bank to retain premium interest in the income while I maintain equitable ( principle ) interest as I am performing as an endorsing Agent and not as a surety ( usury ). I am not willing to enter the agreement with no consideration whatsoever. The terms of the agreement offered by USAA Federal savings bank violates all manners of law and order and are repugnant to the Constitution, international law, the Code of Federal Regulations as positive law, and the OCC Interagency Examination Procedures for Fair Housing.
I also did not express any authorization for USAA Federal Savings Bank to run my credit for this transaction. I submitted an application to endorse my negotiable instrument ( printed/book-entry security ) without real estate collateral involved. There was no discussion about my credit score whatsoever. There was no other reason for them to deny me access to credit so they ran my credit without my permission to justify their denial. This is an illegal attempt to extort real property using an extension of credit which is prohibited by federal law in 18 USC 891-894. It also restrains free trade and my civil rights to contract at the age of majority in the best interest of my estate.
I would like intervention in this matter as a hardship request for reasonable accommodation as my family is currently in need of adequate housing. I am a reasonable person looking for a reasonable agreement to obtain housing and I am willing to negotiate reasonably with USAA because again, my entire family has federal work history and my parents met in the military. We are members and actual investors in this bank with our securities and our entire lives. We have trusted them with our money and livelihood as we allow them to manage our assets and investments using their accounts.
We are asking the CFPB to kindly execute their administrative enforcement powers to assert control over this requested transaction as federal law also prohibits a Creditor or any person from restraining trade, from depriving people of their rights under the color of law, avoiding or evading the creation of a taxable event, and discriminating against people on any prohibited basis. I would also like to add that my creditworthiness is evidenced by my right to perform as an endorser and not as a surety. My income capacity is determined by my principle equitable interest in the performance of the note/security as it is traded and exchanged for the benefit of all parties. USAA wants to take all consideration of value for themselves or they have expressed that my family should go elsewhere to find another bank even though we have invested in this bank for several decades across my entire military/federal affiliated family. We are from the XXXX XXXX area XXXX
|
| 10/07/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
Back in XXXX of XXXX, I became the victim of identity theft. Of the many fraudulent activities that occurred with the illegal and improper use of my identity, 2 of my 3 USAA credit cards were compromised and used without my permission or knowledge. Upon learning my cards had been compromised I immediately notified USAA and the USAA CreditCheck & ID Monitoring service for which I paid a monthly fee. A case was opened and at first, it seemed USAA was being only slightly negligent. The credit monitoring service for which I paid actually offered little to no real help. I had to contact the bank directly myself repeatedly as they failed to credit the fraudulent charges back to me repeatedly. Each time their agents opened up a new fraud case for the same incident. It took about 6 months for USAA to finally fix and credit my accounts back for the fraudulent charges. While frustrating at times, I believed the identity theft was behind me.
About a year after all investigations and credits to my account connected with the identity theft were finalized and the case was closed, without notice, USAA rebilled me for all the fraudulent charges. The rebilled items were only indicated by a label of security adjustment. Upon contacting USAA regarding these unknown charges, the USAA agent said they must be a fraud and opened a new fraud case. Two days later, in violation of the military lending act, I was restricted from accessing my accounts, online or otherwise. My Debit and Credit cards stopped working and all ACH transactions were returned. As I was set up for USAA paperless billing and online contact, I immediately requested USAA to begin physically mailing all paperwork to me. In further violation of MLA and FCRA laws, USAA failed to provide or make accessible to me any of my account statements, disclosure, or required documents. The only notifications I would receive for the next few years were emails informing me I had a letter waiting for me on USAA.com. However, I was prevented from viewing or accessing said notices by the restriction USAA placed on my online access. In further violation of FCRA, regulation Z, and MLA statutes USAA began and continues to furnish negative information to the Credit Reporting Agencies. The negative information being furnished to several CRAs is a direct result of USAA reversing their final decision a year after previously making a final decision in my favor and crediting my accounts for unauthorized charges reported. I have made repeated disputes with the CRAs regarding this negative data due to identity theft, which USAA has failed to provide any documentation of the results of their investigation or acknowledgment of my dispute. The only letter I received was in response to my complaint to the OCC, in which they state they are unable to hold me accountable a year after finalizing the fraud case. However, they failed to cease reporting the negative information or correct any of their illegal actions. I made hundreds of attempts to contact USAA via phone regarding this over the phone. Each time I was instructed I needed to speak to XXXX. I left over 200 voicemails for XXXX and her manager over the years. I have still yet to receive a single phone call in return. I have also filed numerous CFPB complaints such as but not limited to XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX to figure out what happened. The only response I have received from USAA regarding these issues in writing has been that USAA has decided to no longer pursue business with me but fails to explain as legally required.
I worked a lifetime to establish my top tier credit rating and had always paid my bills on time. These massive violations by USAA have had extreme and long-lasting ramifications, barring me from access to any favorable or terms of credit at all. This includes preventing me from refinancing my sole remaining auto loan with another institution, purchasing a home, new vehicle, or opening any subsequent lines of credit with favorable terms. I have requested documentation on my accounts from USAA, especially for my auto loan which remained open. I especially needed the loan docs as USAA failed to provide any origination loan docs, account ledgers, or notice of any fees to negative actions they were, did, and have taken. This is especially crucial as upon freezing my accounts USAA refused to accept payments from external accounts. This prevented me from paying my auto loan and sending it into default and eventual repossession. I never got any notices of any of these actions or notices of fees added. I was simply told they would be credited over the phone for their errors. The only document USAA began to provide was my monthly consumer auto loan statement. This statement, however, fails to comply with the requirements set forth by the MLA and FCBPA. I have never been provided an account ledger for this or any of my accounts, representing a failure of USAA to validate the accounts in dispute they have been reporting negatively to the CRAs.
It has come to my attention this type of illegal and predatory lending practices are common at USAA, as have lost several large lawsuits. While the Office of the Comptroller of the Currency lowered USAA Banks overall Community Reinvestment Act performance evaluation rating from satisfactory to needs to improve after uncovering evidence of 600 violations involving customers. Furthermore, The Consumer Protections Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice. I am just another example of their willful noncompliance with federal, state, and government statutes.
|
| 12/28/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Dear Sir or Madam, 1. USAA FSB Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX also 60 days late on this account in XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.
I immediately disputed this information with USAA FSB and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau po box 4503 Iowa City, Iowa 52244
|
| 08/05/2017 |
Yes |
- Debt collection
- Auto debt
|
- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX USAA and Board of Directors USAA USAA FEDERAL SAVINGS BANK XXXX XXXX XXXX XXXX XXXX TX XXXX ACCOUNT NUMBER Dear USAA BOARD OF DIRECTORS, On XX/XX/XXXX, I obtained an automobile loan from USAA Federal Savings Bank. I am in the final payments of my loan. Sadly, I have been a victim of illegal tactics utilized by USAA Federal Savings Bank. On XX/XX/XXXX I requested an unemployment hardship and was denied using USAA UNEMPLOYMENT insurance. After two months pending after the beginning of my 90 days late. I was COHERCED TO PURCHASE INSURANCE by USAA TO PROTECT JOB LOSS. When I filed the claim for unemployment, I was denied three times which pushed me into default payment status. I was not offered any remedies nor options to avoid default. My only option was bankruptcy. I filled Bankruptcy! After careful consideration, I dismissed my case and PAID my 2 auto loan which were SEVEN months behind. One car is PAID OFF AND THE 2ND IN FINAL PHASE PAYOFF.ALL PAYMENTS MADE DURING THIS TIME WERE ACCEPTED IN VARIOUS AMOUNTS AFTER THE XXXX OF THE MONTH. After speaking with my bankruptcy attorney, Given the ACCEPTANCE OF VARYING AMOUNTs AND DIFFERENT due DATEs, WE ASSUME THAT MY LOAN WAS UNDER A NEW CONTRACT TERM. As a loan servicer, XXXX XXXX -based USAA collects money CONSUMERS owe on their auto loans car payments, late fees, NSF charges, and the like. USAA misrepresented how much I owed, assessed higher fees than allowed by the contract or state law, changed key payment provisions, and flat-out overcharged and retaliated against me. USAA illegally revealed the existence of my debts to my friends, family, and even business associates. One particularly gutsy and illegal technique : directing people to place notes on doors asking friends and family to call them. Also, USAA called people over and over again, sometimes using UKNOWN numbers disguise themselves as my previous business associates, or we have worked together in the past. But USAA didnt stop there. USAA subjected third parties to repeated harassing calls, even after theyd been told not to call or put all communication in writing. Another favorite trick : overriding Caller ID so people couldnt say the call was coming from USAA DEBT RECOVERY or sending FAKE emails posing as a client. Even when I took steps to continue to pay, USAA often falsely stated that I did not PAY or communicate because of the previous my cease letter. AFTER I notified an attorney in my family of the following harassment and USAA behavior they provided and them providing unreasonable repayment plan offered today XX/XX/XXXX, to pay entire LOAN in seven days without written consent or they will repossession of the car. USAA violated procedures in place regarding the accuracy and integrity of my account information ; they gave credit bureaus inaccurate information. I have disputed the accuracy of that info, USAA DID NOT FULFILL mailing LOAN XX/XX/XXXX-XX/XX/XXXXDETAIL STATEMENT REQUEST per my email request ON XX/XX/XXXX XX/XX/XXXX anD XX/XX/XXXX. After careful consideration, I dismissed my case and PAID my two auto loans which were SEVEN months behind. USAA DEBT RECOVERY has retaliated against me for filing bankruptcy, allowing USAA debt recovery to harass and bully. USAA HAS CHANGED payment contractual terms as well as the company misrepresented how much I owed, assessed higher fees than allowed Tennessee state law, changed key payment provisions, and flat-out overcharged me. USAAS has allegedly increased my balances through a combination of human error and to inflict emotional harm on me. Per Debt recovery " I have been in repossession since XXXX bankruptcy dismissal. '' and embarrassed by USAA XXXX XXXX XXXX for utilizing USAA unemployment assistance and or economic hardship. I am disappointed that USAA stated {$2200.00} was an insufficient payment for the month of XX/XX/XXXX, with a balance of {$6100.00} for the payoff of the vehicle. I will not let a company utilize FTC violations in auto loan servicing, debt collection, credit reporting. On Monday, XX/XX/XXXX, XXXX started processing a loan application over the phone for {$6100.00}. My current balance is {$3900.00} for an entire loan amount. Unfortunately, I did not request or call for a new loan. However, I wanted to see what options USAA would offer me. XXXX was accommodating and took my credit application, and the loan could not be processed due to a security freeze. XXXX allowed three days for me to call back and give her a PIN. XXXX stated that if the application was denied, I could apply for the economic hardship or payment arrangements. On Wednesday I called back to provide a PIN and was immediately transferred without completing my application for providing a PIN to debt recovery which violated an open credit application submission. My call was not returned in 24 hours per my request on Wednesday by a manger. Instead, my file was FLAGGED AS A PROBLEM, and the manager created a false issue due to my previous complaints. MY brother was unemployed after he XXXX from the military, USAA XXXX XXXX XXXX offered him options to avoid negative credit reporting or repossession along with a fair credit application to refinance his car. My consumer rights have been violated by USAA as I have been denied access to user accounts and credit applications or additional options for repayment. I will continue to make my monthly payments as I been doing so in the previous months. MY BROTHER WAS NOT OFFERED THE INSURANCE. Under new contractual terms and they accepted my payments my bankruptcy attorney and I accepted the new terms. Unfortunately, your product unemployment insurance was fraudulent. To resolve the problem, I would appreciate federal state and local complaint filed, and any unnecessary fees applied reimbursed back to my account. USAA REFUSES TO PROVIDE A DETAIL BILLING STATEMENT ( beginning XX/XX/XXXX -XX/XX/XXXX) TO VERIFY FEES ON ACCOUNT. USAA ACCEPTED ALL PAYMENTS INCLUDING THOSE OUTSIDE OF THE DUE DATE AND VARYING AMOUNTS WHICH WAS OUTSIDE OF THE XXXX OF THE MONTH.
|
| 05/25/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
Servicemember |
|
Approval Code XXXX USAA Member Number XXXX Borrower Name ( XXXX ) XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX XXXX FUNDING REQUEST Approval Code XXXX USAA Member Number XXXX XXXX Name ( XXXX ) XXXX XXXX Form Number XXXX XXXX Dealer : Fax these documents to XXXX to receive funding We usually send the funds within XXXX business days of receiving all of the following documents.
o This Dealer Funding Request form ( send as page XXXX ).
o XXXX signed purchase agreement including any adjustments for trades and/or down payments.
o XXXX application ( for each titled collateral ) listing at least XXXX of the above borrowers as a registered owner AND showing USAA Federal Savings Bank as XXXX holder according to the lien information below.
The dealership agrees to submit all necessary titling paperwork to the appropriate State agency within 10 days of the purchase date.
USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, PA XXXX In certain states, the lien filing for titled collaterals must include a XXXX code from the table below.
State XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Dealership Information Dealership Name : ( Include XXXX name if applicable ) Contact Name : Phone : Fax : Funding Information Funding information for a XXXX to XXXX vehicle Purchase Date : ABOVE IS MY NAME AND LOAN NUMBER AND AMOUNT i DECIDED TO BARROW To : whom it may concern I was a USAA sole account holder and vet for the past 14 years. Around XXXX XXXX I had a dispute with with usaa in the amount of XXXX $ Usaa closed my account and chargedoff my checking account without notify me that the account was closed and any money left in the account was their property. I lost my entire car payment which I had sent with the intention of paying my car note by transferring the money to the loan dept. in the amount of XXXX. I called Usaa in late XXXX to transfer the money to my car loan only to be informed your account was closed and we have no further records. Banks keep records I know this..
Now Usaa took the XXXX I had sent them then also charged me a late fee and charged me XXXX to be paid by XX/XX/XXXX and also will be sending another XXXX bill on XX/XX/XXXX. Usaa is upset and making it impossible for me to pay my car note. Are doing everything in their power to not allow me to pay my car loan mounting my debt to ensure a repossession of my vehicle. I have the funds and have called in to pay. Every time I call the phone number I get a promt says your verified Thanks '' XXXX '' with my name, then when I get a live representative he/she says they have additional security questions. Such as.. Where did you used to live. A, B, C, D or none of those. when I explain I have been verified they say well I dont see Anything on my end so unless you can answer these additional questions we can not allow you to speak with anyone about anything. Until you answer all our questions Correctly Note : These Are Not security questions I personally set up for an online profile. Usaa tells me they do not store this information and its public record. I have been asked my whereabouts during a time I did not even bank with them.. Also asking if Im related to persons possibly Associated with me or my account. When I cant answer to their satisfaction I am told to go check my records and they are ending the call. When I ask to speak to a supervisor or escalation department they say NO. Im ending your call Good Bye Call back later. I have called XXXX times since XX/XX/XXXX XXXX going to list this for your records DATE XXXX XXXX XXXX 1 time XXXX XXXX XXXX 3 times XXXX XXXX XXXX XXXX times XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 5 times TOTAL 16 TIMES IN 1 WEEK and Usaa also is forcing me to have suitable answers Including places and persons and vehicle 's I may or may not have owned that do not have any association with my current car loan from USAA or my current address. Also there are no local branches in the state of GA which I reside so I am not able to walk into a branch and attempt to pay my loan or speak with an authority. Again I have the funds and have asked on all XXXX calls in one week to let me pay my bill they refuse to transfer me and hang up ; in hopes by XXXX XXXX I get 3 payments behind so they can repo my vehicle. And be done all business with me. Furthermore I have been completely locked out of online banking and until I answer their additional questions so now, they refuse to let me pay my bill. Usaa gave me a loan and is refusing to let me pay my bill that way they can repo the car and I lose all funds invested this is clearly an unethical practice to generate profits for the bank at my expense. Im sure their response will be... We Take the Security of our customers very seriously so if a customer cant verify himself we reserve the right not to release any information.. Again I have been banking with USAA for the past 14 years Im very aware of the security measures IN Fact during the dispute period back in XX/XX/XXXX I updated all my pinn information got a new card and added a new verbal password. for my own protection. This is entirely about unethical loan practices. Please Consumer finance contact someone about this ASAP or I can guarantee I will have my car repoed due to USAA not allowing me to pay my bills on time. Which I have also been managing despite a career ending car accident in XX/XX/XXXX. I had informed Usaa about my physical state was well as my economic hard ship which they mentioned they have no notes or not aware of on my profile. Even when I called every month for the past 13 months to make them aware that I will be sending them a late payment. usually around the XXXX thru the XXXX of the following month. I follow up with a phone call for the past 13 months and explicitly ask them to take notes for the next representative to see leaving a paper trail to note on my account of my hardship due to my accident and the date which they should receive their XXXX usd for my car payment.
|
| 05/10/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Prior to changing jobs in XX/XX/2007, I applied for a home equity line of credit from USAA Federal Savings Bank in order to cushion the reduction in pay on the order of a decrease of over 30,000.00 per year. This was to provide some relief if it took me longer to reach higher pay in order to pay my primary mortgage and bills as pay increased with the new job.
During the application process I asked the operator, " do I need to draw out the total amount at this time or is it always going to be available .... will the amount ( XXXX ) ever be changed? " ... to which the operator replied, " that amount will always be there. '' Some time later, after making my job change and taking a 30k/year pay cut, USAA " reevaluated the value '' of my home and took XXXX back out of the home equity line of credit, contrary to what I was told by the USAA operator during application for the loan. The information given to me by the USAA operator was not correct and this put me at risk of loosing my home and possible bankruptcy. USAA showed no concern when I called in and actually told me over the phone that, " we have to protect our interests ''. My due diligence in researching a way to change careers and simultaneously protect my financial situation was put at risk by USAA.
Later again, when my financial situation improved, I called USAA and asked them to reinstate my original line of credit amount so I could consolidate debt to lower interest rates. At that time, USAA stated that the previous adjustment of my home equity line of credit was due to my attempt to refinance my home and was a result of my refinance attempt. I immediately told them that this was not true, knowing that I held a letter from USAA describing why they adjusted my line of credit.
Of note is that when I received notice of this adjustment of my home equity line of credit, I was extremely angry. I told USAA that I was lied to during application and I was not happy. Conversely, when I attempted my refinance of my primary residence, there was no instance of anger and I was satisfied with the entire process and was happy to have my home refinanced. Therefore, it is not possible that this adjustment of my home equity line of credit occurred on or about the time my home was refinanced. This appeared to be another lie about my account and a pattern was emerging with USAA. Furthermore, I hold a letter stating that my home was reevaluated as a result of the economy and there is no mention of refinancing of my home - further evidence that these two situations were not coincident. The adjustment was a result of the economy crash and had nothing to do with my home refinance. Why would USAA need to cover up an adjustment to my home equity line of credit in response to an economical down turn? Is it possible that this was not allowed per the terms and conditions? I am researching that today.
Now to this complaint. With this history in mind, I recently established a recurring automatic payment for my home equity line of credit to pay off the drawn out amount in specific amount of time. I set up this recurring automatic payment over the phone with USAA and specified that I wanted {$1500.00} paid all toward PRINCIPLE, and separate from my interest payment. This established the rate of payoff that I desired and kept principle decreasing at a specific rate as interest was applied and charged.
Today, the second payment was charged to my account and I realized that USAA was taking interest out of my {$1500.00} payment prior to applying it to the principle. Only approximately {$1300.00} was being applied to the principle balance, reducing the rate of payoff and increasing interest revenue for USAA for the life of the loan.
I called in and spoke with XXXX who turned me over to XXXX with Executive Resolutions. XXXX reviewed my notes and stated it appeared to be a " human entry error '', stating that it was set up as a, " Special Payment '' which involved removing interest from the payment at the time it was debited and applied to my loan. This is a very specific type of payment with a specific proper name - " Special Payment ''. At no time during the establishment of this payment was I told that is was a " Special Payment '' where interest was decucted prior to applying the payment to my principle. I specifically stated I wanted the payment to go to interest and THEN I wanted my interest payment changed from my savings account to my checking account. At no time was this procedure/payment summarized, specifically named nor identified as a split payment. This is, at a minimum, suspect, as USAA extends the life of my loan by decreasing my principle payment amount ; they increase their interest revenue by doing so ; and at the same time they are raising up my variable interest rate ... recently having changed from 3.65 % to 3.9 %.
With the history of this line of credit ( false information at the time of application ; cover up of the reason for " adjustment '' of my loan amount ; and now, delay of my payoff while interest rates are increasing ) it is apparent to me that USAA seems to be practicing revenue maximizing at the cost of their members. They are doing this with false statements and " human errors '', all of which have increased their financial gain, at my expense.
I was lied to at the time of application ; I was lied to at the time of request for reinstatement of initial amount ; and my payment was not applied as directed. All this resulting in increased revenue for USAA at my expense.
This is low character business practice from a bank I trust to take care of my financial interests.
Finally, I chose not to publish previous complaints about this loan to give USAA a chance to remedy the situation internally to my satisfaction. This is the path USAA has taken and this report and all future reports now will be published to the public regarding USAA 's handling of my financial accounts.
|
| 05/10/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I've had a XXXX loan drawn out for a long time with USAA Federal Savings Bank. Throughout that time, operators have told me that the only way to change my principle payments was through a paper form that I have to mail to USAA. I started with a separate principle payment of {$8000.00} per month as interest rates XXXX and in the last XXXX months, I raised that amount to {$15000.00} in an aggressive payoff plan with interest rates rising higher each month as the incompetent Chairman of the Federal Reserve punishes loan holders like me, while having absolutely no effect on the rising inflation rates in XXXX. USAA has attempted to block any smooth attempt to change my principle payment amount ( interest payments were to be taken out of my primary checking account separately from any specified principle payment amounts, per USAA 's form ). I asked on several occasions how the last payment would be processed if the automatic principle amount were higher than the actual HELOC balance. Every operator has stated that the actual principle payment specified on the HELOC automatic payment from would be deducted from my checking account and then any overage from the automatic payment would be refunded to me after the fact. Not wanting a large over payment, on the final automatic payment, I adjusted the automatic principle payment from {$15000.00} to {$9900.00}, just over what I estimated the balance to be on the final payment. Just yesterday the XXXX total balance was {$9800.00} indeed just less than the guessed new principle automatic payment amount of {$9900.00}, which should have been an overpayment of just {$59.00}. This morning, since my experience with USAA in the XXXX department has demonstrated that they are incompetent, I opened my USAA App to check on the final payment. Just as I expected, USAA had changed my requested automatic principle payment on my last payment so I my full balance was not paid off as I had submitted in my form. My final interest payment was deducted from my USAA checking account, as expected. I then noticed that the {$9900.00} payment that I submitted was not made as requested, but that USAA had deducted only {$9600.00}, leaving my outstanding XXXX balance at {$45.00}. Recognizing that this corrupt practice was designed to get XXXX more month of interest payments from USAA XXXX holders, I called USAA and spoke to XXXX in the XXXX department. After a few minutes of speaking with XXXX, it was apparent that he was being intentionally obtuse and obstructing my attempts to find out what was going on by pretending to not know what I was talking about. At first, he claimed that my automatic payment amount was still {$15000.00} and I had to ask him again what my last form said. He finally conceded that I had indeed sent in a new form and it was indeed reset to {$9900.00} of principle only automatic payments. I then asked for a supervisor. XXXX, in the XXXX resolutions team, did the same thing. She acted very confused as to what I was trying to say and repeated every question that I asked of her, pretending to not understand the basics of automatic payments and a final XXXX payoff. Finally, she admitted that " the system '' made an error and took the interest from the principle payment instead of directly from my checking account and promised to correct the payment to {$9900.00}. When I asked what the final payment would be- whether the payment would be my final XXXX balance or the full automatic payment amount of {$9900.00}, XXXX again pretended to be confused. This is the XXXX department at USAA. This is what they do every single day at work and both XXXX and XXXX pretended to be confused with simple questions about XXXX automatic payments. It is apparent that USAA has programmed the last automatic payment on XXXX loans to do just what it did today. The program at USAA is designed to make sure to leave a balance for at least XXXX more moth. By not allowing members like myself to pay off the full amount and rolling a small amount over to XXXX additional month, USAA is able to extort XXXX more month of interest from all of USAA 's XXXX XXXX holders. Certainly, USAA has many many XXXX loan holders and with the ever-increasing interest rates, this becomes a substantial revenue line item at the end of the year, defrauding USAA XXXX XXXX XXXX of more money in a low character scheme to make money off of the members. USAA is corrupt. They are using members money for frivolous, non-investment ventures, like the most recent add campaign, in which XXXX superstar ( and as such, extremely wealthy ) XXXX XXXX was paid millions of dollars of USAA members money for a XXXX XXXX television ad series, where USAA could have easily used it's own military members and drawn from the class of Americans that USAA originally sought to serve. Instead, USAA went after the low-character XXXX fan XXXX it is undisputed that the XXXX allows XXXX and low-character behavior to run ramped in their organization and they actually promote this every year they are on TV ). So USAA is running this scam to extort interest from it's own members while frivolously spending members money with no apparent limits. All this while XXXX Banks collapse, one-by-one, due to the exact same practices. XXXX 's money in those banks was being used for funding of political extremist groups like XXXX, with no discernible return even suggested. Spending exorbitant amounts of members money on XXXX XXXX when much more reasonable options were available is direct evidence of the poor decision making and corruption of the current board of directors at USAA. Federal oversight will look at these reports if USAA is ever on the brink of collapse and the current board will be liable for their actions. Based upon USAA 's actions, I knew to look for corruption on my last XXXX payment. And this is exactly what I found.
|
| 12/05/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
XX/XX/2018 I walked-in to the Regional VA Loan Center in XXXX and received my Certificate of Eligibility concerning my VA loan guarantee benefits. They told me that the minimum VA purchase price had to be at least {$140000.00} to be within the VA guidelines.
I applied for loan through USAA on XX/XX/2018 for a home that I am purchasing with my VA entitlements. The home is a for-sale-by-owner in which I am doing all the work and repairs. USAA advertised no origination fees for their VA loan. and this is why I went them. Ms. XXXX was the loan officer who helped me throughout the process and took my application over the phone, she was very helpful and thorough with all the questions that I had while taking the application. ( Please see attached 1st pre-approval letter VA over {$140000.00} purchase. ) I asked Ms XXXX what could I include in the loan ( I.E. appliances, flooring, solar, pool repairs etc. ), that would help me get above the minimum {$140000.00} the VA required guaranteed amount, " she stated none of the items that I mentioned could be included on a used home purchase, the home had to be in good condition to get the loan. '' I told Ms XXXX that I would go to work on getting the purchase agreement and documents she needed for the loan as well as finish the repairs needed for appraisal.
In early XX/XX/XXXX, I applied for a loan to consolidate my credit cards which I had used to for fixing up the house as well as lower my debt to income and finish ratio. repairs, I was denied, not for bad credit they said my credit was good USAA said my credit was too new.
XX/XX/2018 the repairs and title paperwork on the home took longer than expected so the pre-approval expired on XX/XX/2018.
I spoke to Ms XXXX a week before the expiration and she advised me to, " just reapply for the loan when everything was ready and at that time she also stated that " USAA could do a loan for under the VA guarantee amount of {$140000.00}. '' At the expiration of the first pre-approval I explain to Ms. XXXX that my mother was in the beginning stages of XXXX 's and she possibly would be moving in with me. ( I explained that we needed a quick close ), so that I could finish before my mother 's arrival.
XX/XX/2018 I reapplied for a VA loan for the same house at the purchase price of {$100000.00} with just the 4 % fees paid by the seller ( see 2nd attached pre-approval letter for {$110000.00}. ) Ms XXXX submits all the paperwork this time all the documents are in as well as the {$600.00} appraisal fee.
( See attached similar complaint against USAA, number XXXX that was supposed to be an isolated incident, dated XX/XX/2018 ) VA under {$140000.00}.
XX/XX/XXXX USAA underwriting contact me by phone stating that the loan had to be over {$140.00}, XXXX for me to qualify.
A man called me from underwriting who didn't go through the normal protocol that I was accustom to concerning the verification and privacy of the call for USAA. Example being, " this call is being recorded for quality assurance. '' He said that he would check with underwriting and VA with other options. He never said that I had been denied the loan.
Someone had dropped the ball at USAA Mortgage Department to the Underwriting Department because my approval based on the two things underwriting stated should have never made it to underwriting at all?
I feel that I was mislead. Nearly two weeks had gone by and no one had called me before with this two challenges?
I left a voice message with Ms XXXX for the gentleman to send me a written statement of the discussion we had over the phone ( see attachment 4. ) It was strange for me to go through all of the paperwork and almost at the end of the loan process and I am supposed to close on house by XX/XX/2018 and I am just now finding out that my net income versus gross income is a challenge?
Mr. XXXX was the underwriter ( see attachment 5 ) that I spoke with and said that my taxes were in order and but it was the {$140000.00} minimum that was the problem. I feel that this was the escape clause for them to not do the VA loan. Mr XXXX offered to switch my loan over to a conventional FHA loan where my fees and USAA 's money made was significantly greater. ( I feel like there was a bait and switch going on with my loan and USAA procedures need to be revamped immediately. ) Mr. XXXX states in the letter that because I am self employed that underwriting could consider some the {$75000.00} gross income and someone would get back with me, ( no one ever did contact me back. ) I am not sure but I don't think that gross or net was specified on the application. I think the question ask for your monthly income which could be gross or net.
XX/XX/2018 Contacted Mr XXXX by email concerning determination. ( No response, I checked my bank and USAA returned my {$600.00} appraisal fee. ) ( See attachment They didn't bother to let me know if underwriting would be considered any of my gross income.
USAA should not be allowed to have any loans make it to underwriting with these basic oversights that need pointing out at the beginning of the loan process. This throw it against the wall to see if it stick I definitely not acceptable for veterans and their personal affairs!
I feel that I wasted time and money by going through the process with USAA.
My credit has been affected with all the inquiries and considerable time wasted and money not to be giving the loan.
I would like all inquiries from this USAA debacle be removed from my credit reports and would like to know what recourse that I can take via an investigation through the VA Inspector Generals Office or Attorney General for my state regarding bate and switch tactics concerning Veterans Benefits?
In the other complaint that are similar to my complaint, USAA mentioned that the incident was isolated, I don't feel this is an isolated incident.
|
| 12/06/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
RE : Attentively review my formal writ composed declaration of not proven complaint misinformation that is all or in part : deficient of the adequate current status in the fullness of TRUTH, ACCURACY, COMPLETENESS, TIMELINESS, documented OWNERSHIP, certifiable RESPONSIBILITY, or otherwise irrefutable, complaint obligatory, and regulatory requisite reporting thereby mandating your immediate actions to rectify and remedy and any infractions behavior ( s ) by retaining or returning to demonstrate TRUE, CORRECT, COMPLETE, and COMPLAINT XXXX XXXX data field formatted reporting!!! I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with XXXX XXXX XXXX XXXX and XXXX. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. Failure to comply shall lead to complaints being filed with XXXX XXXX XXXX XXXX, Consumer Financial Protection Bureau, and Attorney General stating your companys unlawful collection practices, misrepresentation of creditworthiness, defamation of character, and noncompliance to abide by laws enacted by Congress to protect victims of identity-theft who's credit been impacted by acts of fraud. Because I know my rights under THE FAIR CREDIT REPORTING ACT, CONSUMER CREDIT PROTECTION ACT ( CCPA ), and FAIR and ACCURATE CREDIT TRANSACTION ACT of 2003 ( FACTA ). I will be taking action. I also know my rights under this paragraph of Section 312 of the FACTA LAW : SEC.312. Procedures to enhance the accuracy and integrity of information furnished to consumer reporting agencies. ( b ) duty of furnishers to provide accurate information. -- Section 623 ( a ) ( 1 ) of THE FAIR CREDIT REPORTING ACT ( 15 U.S.C . 1681s-2 ( a ) ( 1 ) is amended ( 1 ) in subparagraph ( A ), by striking " knows or consciously avoids knowing the information is inaccurate '' and inserting " knows or has reasonable cause to believe that the information is inaccurate '', and ( 2 ) by adding at the end of the following : ( D ) DEFINITION -- For purposes of subparagraph ( A ), the term 'reasonable cause to believe that the information is inaccurate ' means having specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of information. Policy states. According to the Fair Credit Reporting Act FCRA 611 ( 15 U.S.C 1681 ), Procedure In Case of Disputed Accuracy. ( a ) Reinvestigation ( 1 ) Reinvestigation ( a ) In general. Subject to Subsection ( f ), if the completeness or accuracy of any item of information contained in a consumers file at a consumer agency is disputed by the consumer and the consumer notifies the agency directly, or indirectly through a reseller, of such dispute, free of charge, conduct a reasonable reinvestigation to determine whether the disputed information is inaccurate and record the current status of the disputed information, or delete the item from the file in accordance with paragraph ( 5 ), before the end of the XXXX-day period beginning on the date on which the agency receives the notice of the dispute from the consumer or reseller. Therefore, my position is being clearly stated, these accounts do not belong to me, meaning that you are reporting inaccurate account information within my credit file. The fact that these are inaccurate account information means that you, this credit-reporting agency, are reporting incorrect accounts. XXXX. USAA SAVINGS BANK XXXX XXXX. {$0.00} I am well aware of my rights as a consumer. The Fair Credit Reporting Act requires that you, the credit-reporting agency report accurate and/or correct account information within my credit file. My credit issues are very specific, these accounts and/or items do not belong to me. This means that you are reporting incorrect account information within my credit report. It is this in mind that I request that these listed accounts and items be Blocked and Deleted. According to the Fair Credit Reporting Act FCRA, Section 1681c ( 2 ) Block of information resulting from identity theft. XXXX.Block. Except as otherwise provided in this section, a consumer reporting shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from alleged identity theft, not later than four ( 4 ) business days after the date receipt by such agency of XXXX. Appropriate proof of identity of the consumer ; XXXX. A copy of an identity theft report XXXX. The identification of such information by the consumer ; and XXXX. A statement by the consumer that the information relating to the transaction by the consumer. I have provided all of the above listed four ( 4 ) items within this package. Therefore, I expect these listed accounts to be deleted and blocked within ( 4 ) business days. This is clearly an identity theft issue. I am also entitled to receive a free copy of my credit report, so I am requesting a free credit report and that all of these accounts, public records items, and inquiries be permanently blocked and deleted. Enclosures : Identity Theft Report Proof of Identity Copy of Account Statement showing Fraudulent Items FTC Notice to Furnishers CC : Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXXXXXX, Iowa XXXX
|
| 02/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Servicemember |
|
Charge company : XXXX Pre-charge amount : {$400.00} Initial VISA Pre-Authorization Charge/Order date : XX/XX/2023 Pre-Authorization, monthly recurring charge declined : XX/XX/2023 once, XX/XX/2023 XXXX times, XX/XX/2023 declined twice.
I'm a XXXX year USAA member. USAA used to be officers only and now the company has changed to an " XXXX Bank '' and has abandoned the officer only membership in order to increase holdings for agenda purposes and not the members any longer. You may have noticed that the most recent advertising campaign has one of the most highly paid and famous XXXX players, XXXX XXXX, who has a reported net worth of over XXXX XXXX DOLLARS. His fee for these commercials is certainly a multi-million dollar contract with USAA, which is members money. This complaint involves ordering a custom item online from a company that I have a long history of transactions and that was being produced on a timeline for delivery this week and pre-charges are charged to my VISA monthly during production. This weekend USAA declined the pre-charge eight times. I logged in to my APP and to my account online with no explanation nor ability to approved the charges. This Monday morning, firts thing, I called USAA and the credit card rep, XXXX, stated " no reason is given ''. When I asked for a supervisor, XXXX asked me if I wanted to, " escilate the call and what was the reason for the escillation '' ... A XXXX year old would know I did and why so this an obvious obstruction tactic by USAA management in order to obstruct supervisor requests. No operator is this ignorant and keeps their job in a competent company. After telling her multple times that she should use her own brain to fill out that company form, she finally agreed to get a supervisor and fill out the reason why. XXXX XXXX took the call and she confirmed no reason was provided and told me that the card issuer declined the charges and not USAA. I asked her to call XXXX and she refused. I asked her to get USAA to call XXXX and call me with the reported reason and she and stated USAA would not contact XXXX to find out and I would not be receiving a call. So I'm a 30 year member and XXXX and my purchase from a company that I routinely patronize was declined eight times this weekend with no ability to call USAA and USAA provided me no option to authorize this via my app nor on the main online website account. There was no operator available over the weekend to authorize this charge. There was no call from USAA prompting me to verify this pre-charge. I've made many transactions with this company, one of which was last month for over twice this charge with no decline. USAA requires members to listen to a pre-recorded disclaimer before we can talk to a XXXX card representative. I was made to listen to the same disclamer once prior to reaching operators and then once for each operator. That's three times listening to the same recording, even though I told each operator that I had already heard it. This is just pure incompetence. The first operator blocked my request for a supervisor with patronizing questions, like, " do you want to escilate this call '', when I had just asked for a supervisor. She also asked, " what is the reason for the escillation '' after we just spoke about why I was calling in. She can't be this XXXX. There is no way a human being is this XXXX and employed by a bank to work the phones. So this is an intentional tactic from USAA to obstruct customers requests to speak with a supervisor. The supervisor, XXXX, refused to provide a reason for the decline and refused to contact the card issuer to find out why it was declined. She even aknowledged that USAA would make no efforts to provide me this basic information about why my services were declined by my card holder. Every complaint that I issue to USAA is not reported unless I " request it be forwarded to management ''. Meanwhile, USAA is paying the XXXX million-dollar XXXX XXXX XXXX XXXX of the most famous XXXX players XXXX the last 20 years, to advertise on TV and attempt to increase membership of non-officer applicants. The field grade and flag grade retired officers who run the board at USAA have decided not to use that multi-million dollar contract to make sure day-to-day normal services are assured, like not inundating 30 year members with recorded messages over and over due to lawsuits and USAA lawyers. They also do not allocate member funds to pay contracted companies like XXXX to provide reasons to USAA for declining standard and commonly seen charges on members cards and forwarding those reasons to 30 year members, like me. The USAA XXXX and XXXX are allowing management to use member funds frivously instead of dedicating those funds to day to day operations to make USAA a smooth and respected operation for life-long members like you and I. This diverting of funds is the same behavior we are seeing by our own government in Washington, XXXX Our tax payer dollars are being sent out of the XXXX XXXX the billions, to other countries who are living off of the tax payers and future children of the XXXX XXXX Tax funds are also being given to illegal aliens instead of allowing those who earn the funds to use them as they see fit. This is what USAA is doing with member funds. Instead of paying XXXX to provide the reason when they stop payment on a credit card charge, USAA is using those millions of dollars to pay XXXX stars to advertise on TV for membership boosts. USAA used to be an officer-only bank for the members. Now USAA is an " investment bank '' being run by the XXXX and XXXX. Of course it is XXXX to take member funds and pay a football player rather than negotiate with the XXXX XXXX to provide a simple reason for a decline.
|
| 09/24/2019 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
There are plethora of issues that I would like to discuss against my bank USAA. First, I would like to discuss the inaction that took place on XX/XX/XXXX. On that day I slid off the side of the highway on an icy day after truck came speeding by. I called USAA in order to tow my car as it had taken damage and it needed a tow and they sent a tow truck operating under XXXX. I was informed that I would not have to pay anything since I pay for insurance, but when I arrived to the shop, I was asked to pay {$370.00} for the labor. I paid because I was not allowed to leave the shop without paying and contacted USAA after looking for an explanation/reimbursement. USAA redirected me to a Mr. XXXX XXXX to whom I spoke with on the phone and stated to me that he would helping with reimbursement. Several days had passed and there was no confirmation or follow-up to inform that any action had taken place. I reached out to Mr. XXXX via email with no response. Next, on XX/XX/XXXX, I was rear-ended. I spoke with USAA and the decision came back that the other person was at fault and that I would not have to pay for any repairs on my vehicle and that a replacement vehicle would be provided in the meantime. I dropped of my vehicle at the shop and received the rental car that I would be using for the meantime. When I went to retrieve my car, I had to pay {$200.00} to get my car out of the shop even though I was told that I did not have to pay anything for the repairs. I contacted USAA and they said that they would begin to work on reimbursing me again. A few weeks had passed and I had not received any news on when I would be receiving that reimbursement. I contacted them again to ask what the delay was and they informed me that because the other driver was uninsured that it could take months or even years for me to receive me reimbursement, which is ridiculous considering that I was not supposed to pay anything and that I was forced to wait months or years to receive my money back. Then, on XX/XX/XXXX, an amount of {$7400.00} was deposited into my checking account without a clue of its origins and then the money proceeded to be withdrawn from my account for two amounts at {$500.00} and two amounts of {$1000.00}. I contacted USAA and they had no idea where the money came from and asked me about the security of my account. May I add that not a single individual has access to my account and I have taken the utmost care in regards to protecting my information. USAA proceeded to provide a temporary credit for the withdrawn amounts until they can figure out what was going on. They launched an investigation which denied my access to my account for a week, and that week consisted me on asking for loans from peers in order to be able to continue carrying on about my life. I was given access back to my account after that week and I was informed that they launched a fraud investigation and shortly after there were charges on my credit and debit card that were not authorized by me as well as an order placed to changed my PIN, order a new debit card, and change my daily debit card limit, also again not authorized by me. I contacted USAA about this suspicious activity and their answer was to shut down my account and put it in a credit-only status, as well as send me new cards. I had to go another week without access to my bank and the only reason that I was allowed access to my bank was because on XX/XX/XXXX I called a USAA rep and asked why I was not able to access my money yet. The USAA rep stated that I had a negative balance of {$7400.00} and I could not use my account until I paid off that balance, which raised the question, How am I supposed to pay that off if I am not allowed to even gain access to my account? which the rep did not have an answer. They took {$7300.00} from my savings account and I still owed {$110.00} and USAA would still not allow me access to my account. I had a friend wire money to my account to pay off my remaining balance. I thought this was the end of that situation but on XX/XX/XXXX, as I was getting ready for my vacation in XXXX, USAA took out {$3000.00} from my checking account putting my balance back at a negative of {$2600.00}. I called USAA infuriated and they informed me that the fraud investigation had ended and they found me to liable for the amount and that they are taking back the amount they credited. I explained how it does not make sense to take more money out of my account since they have already taken out {$7400.00}, to which the rep had no answer to that as well. Exhausted from dealing with USAA, I contacted CFPB to file a complaint and then USAA was quick to call me and try and work with me. I thought that now maybe things would get resolved but USAA reps called me to inform me that they would be sending a check for {$200.00} and the {$370.00} but I have never received them and it has been over a month now. As far as the extra {$3000.00} they took out, I was given the number of a XXXX XXXX ( XXXX ext. XXXX ), who works in the CEO office, I have tried to reach her 5-7 times, at the times that she specified to be called I might add, with no success and it seems that they have just decided to drop the issue altogether. Now, I decided to come back to CFPB and issue yet another complaint due to more inaction and false promises. Also, they have not given me a copy of the fraud report when I asked for it back on XX/XX/XXXX and I would love to see as they claimed me responsible for fraud and that I partook in fraudulent activity. In addition, they have not contacted me about the insurance amounts that they promised back. I am on the brink of taking legal action due to the injustice and inconvenience they have caused me.
|
| 01/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XX/XX/XXXX, approximately XXXX, I checked my USAA bank account before paying for a luggage online for going out side the USA leaving around XXXX. I noticed my account showed XXXX balance due to a list of unauthorized purchases done from XX/XX/XXXX thru XX/XX/XXXX. While all of these transactions still showed pending, I called USAA to report the fraud charges on my checking account. I went over the following unauthorized charges, starting with the most recent one : XXXX XXXX {$300.00}, XXXX {$280.00}, XXXX {$250.00}, XXXX {$250.00}, XXXX {$210.00}, XXXX {$200.00}, XXXX XXXX {$200.00}, XXXX {$170.00}, XXXX {$100.00}, XXXX XXXX {$89.00}, XXXX {$15.00}, and XXXX XXXX XXXX {$0.00}. All these transactions happened in XXXX XXXX, NY while I was visiting families during the holidays in the XXXX, NY. The representative stated all the transactions will go thru during the investigation process. I was receptive of their process to the investigation procedures.
On XX/XX/XXXX, USAA concluded their investigation and refunded the total of {$700.00} for three of the unauthorized transactions. The rest of the transactions were found authorized charges because the card chip was used in store.
On XX/XX/XXXX, after canceling my debit card on my initial report, these two online transactions were processed at XXXX for the amount of {$190.00} and {$16.00}. I called USAA and expressed my concerned about my account activities, their inability to stop transactions after filing a fraud report and the final report investigation results. I reapealed their findings and inquired about the new transactions posted on my account after the fact that I canceled my debit card. The representative was unable to elaborate on it, except that the transactions were done online and paid by the bank already. The bank Representative stated I needed to check my email print, sign and send an affidavit form as soon as possible, in order for USAA to reopen and review the case. Within a day or two, I printed, filled out and scanned the affidavit form back to the fraud department. The affidavit explained where I believed the card was compromised and a statement reiterating that I did not authorized those charges.
A few days later, I followed it up and was told that according to the final investigation report, they concluded that all transactions were authorized. I rebottle their findings and expressed my frustration with their investigation. The representative inquired about my debit card and encouraged me to destroy it as I was told during the initial report. I stated I would get rid off after the conversation.
On XX/XX/XXXX, USAA debited {$300.00} from my account for card recovery fee. On XX/XX/XXXX, USAA debited {$700.00} for the three transactions they refunded on XX/XX/XXXX. These debit activities left my checking account with a balance of - {$520.00}.
On or after XX/XX/XXXX, I spoke with an USAA representative in regards to the aforementioned debited funds and their final findings for the third time. I reiterated, the affidavit explained where my card was probably compromised and they need to do better and thorough investigation. I restated, the card was compromise at a XXXX XXXX store in the XXXX, NY. On XX/XX/XXXX, I used my debit card to send {$760.00} outside the USA thru XXXX XXXX. The transaction was denied due to the bank daily limit. Therefore, I called USAA to increase my card limit to {$2000.00} because I planned to purchase a few XXXX present over the weekend. While waiting, the XXXX XXXX staff photocopied my driver license and overheard the conversation with USAA customer service. During the transaction, I used the pinpad located on top of the counter where the pin can be easily notice thru the store videos camera.
On XX/XX/XXXX I returned to USA and tried to file a police report with the XXXX police department. Unfortunately, they would not take my report because I live in a different State. However, they recommended to file it after I arrive home.
On or about XX/XX/XXXX, I filed a police report with the XXXX police department in Georgia.
On XX/XX/XXXX, investigator Mr. XXXX XXXX called in reference to my debit card fraud report. He inquired about the bank statement and went over each unauthorized transaction and explained the investigation process.
On XX/XX/XXXX, I followed it up with Mr. XXXX and forwarded an USAA email stating that the case was completed and closed. They found not unauthorized fraud charges and advised me to reappeal their findings if I was not satisfied.
On XX/XX/XXXX, Mr. XXXX acknowledged receiving the email and inquired USAA about their findings. Also, He was waiting on the XXXX XXXX police depart, NY collect and send him the recording videos footage from each store. Mr. XXXX would contact me when he gets new information. Mr. XXXX can be reach at XXXX or via email at XXXX.
I believe the USAA investigator are drawing their conclusion based on the fact that I called to increase my daily limit and traveling outside the USA right after all of this happened. This is absurd, unfair and unsatisfactory method of conducting an investigation after reappealing it more than three times.
I am a XXXX Veteran with XXXX. This issues have sabotaged my XXXX XXXX. I am taking additional measurements to control my emotions. I just retired in XX/XX/XXXX from the military, after serving 21 yrs of XXXX XXXX. I have been a member of USAA bank for 20yrs. I will never jeopardize my status or reputation to fraud any organization. I feel USAA is abusing their power and taking advantages of me. I feel that they are damaging and slandering my character. I know all my whereabouts during the weekend that all of this happened.
|
| 07/09/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
Between XXXX XXXX XXXX XXXX, USAA 's mobile app security failed to flag fraudulent/identity theft logins to our ( mine, spouse 's, adult child 's ) USAA profiles, despite such activity occurring on devices we do not own/never used, and despite other suspicious activities that preceded the fraudulent electronic bank transfers ( e.g., the hackers changed our phone numbers & USAA never tried to contact our old numbers on file for several years ; hackers turned off all security notifications in our profiles ; hackers set up several internal and external bank accounts and scheduled numerous electronic bank transfers in the exact amount of {$4900.00} ( behavior we NEVER engaged in during the 15+ years as USAA members ), etc. ) I'm a professor of Information Systems, and we teach our undergrads some of these basic red flags in our cybersecurity courses. I never would have fathomed that USAA doesn't even have these basic fraud detection protocols in place.
XX/XX/XXXX - XX/XX/2021 : Hackers/cybercriminals stole approximately {$20000.00} from our bank accounts through fraudulent electronic bank transfers.
XX/XX/2021 : My spouse and I notified USAA of the fraudulent bank transfers and hacked accounts. USAA opened a fraud investigation and said it would take around three business days to complete the investigation. We pleaded with USAA to close or lock our accounts to prevent further fraudulent activity. They informed us they could not close our accounts and to just let the fraud investigation play out.
XX/XX/2021 : USAA Collections called me and my spouse and demanded we pay {$15000.00} to bring our accounts positive or we would be frozen out of all of our assets and services with USAA. I explained the fraud investigation was in process, and USAA said that it didn't matter ; their protocol was to collect debts on accounts even if they were being investigated for fraud. Because I didn't want to lose access to the funds I still had in banking and savings accounts at USAA, I paid the debt -- trusting that USAA would restore our accounts when they concluded the transactions were fraudulent.
XX/XX/2021 : USAA sent a letter to my spouse 's USAA profile ( even though I opened the fraud claim ) denying our claim and stating " no further action will be taken. '' XX/XX/2021 : We contacted USAA per the instructions on the letter to find out why our claim was denied. USAA reps said they had NO way to contact the Fraud Department that made the decision, but they put in a request for someone in the department to call us and to mail us the documentation detailing their decision. At this point, USAA is still insisting that my spouse set up the external bank accounts, that these accounts actually were in his name -- something USAA verified as part of their process of vetting newly added bank accounts to user profiles ; however, none of this is true. A USAA rep had to instruct us how to find the account and routing numbers of the external accounts added to one of our USAA profiles. We reached the Fraud Department at one of the banks ( XXXX XXXX ), and they confirmed that neither my spouse nor I have ever banked with them. Thus, USAA 's practices for adding external bank accounts is missing the step of properly identifying the bonafide account holders on external accounts. If they had this process in place adequately, our money could have remained safe instead of stolen out of the blue with USAA telling us it's somehow our fault and there's no way for us to recover our money ( after also demanding we pay money from our savings to bring our accounts positive, which effectively allowed the criminals to steal even more of our money, though it came with the benefit of allowing us to re-gain access to the only checking and savings accounts we rely on ).
After XX/XX/2021 : USAA 's Fraud Department still has not contacted us, despite our submitting two formal requests through USAA reps ( after waiting for HOURS to speak to said reps ). We finally received a letter in the mail nearly two full weeks after we requested it -- and it said NOTHING. The reason our claim was denied? " Multiple USAA system security logs/records. '' Thus, to this day, nearly a month after we reported the fraud, we have no clue why they denied our fraud claim and we're out tens of thousands of dollars -- money we worked for DECADES to save.
Quite honestly, I am CONFIDENT USAA has broken numerous consumer protection laws in our case. At best, this was just poor business processes at a fragmented company, and my family chose wrong in entrusting USAA Savings Bank with safeguarding our money. At worst, and what I'm beginning to suspect, it's simply normal practice for USAA to enable identity theft and fraudulent bank transfers of its consumers -- a way to enable criminal activity on the dime of its consumers. It wouldn't surprise me at all if USAA insiders are involved in enabling these schemes. The XXXX XXXX Identity Theft Specialist explained that their customer 's bank account ( involved in the fraud with our USAA bank accounts ) was hacked, too. That likely means that where our money went -- the two accounts at some fintech company named Current -- belong to victims, too. Thus, hackers can just steal credentials of consumers, exploit cybersecurity weaknesses in banks ' technical infrastructure and business processes, set up numerous ( generally up to five ) bank transfers in the amount of {$4900.00}, steal approximately $ XXXX from each banking customer while getting to wash their criminal money through these accounts too, and simply GET AWAY WITH IT. USAA essentially behaves as a partner to these crimes with their current practices.
|
| 07/13/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
USAA is my lender. I applied in XXXX for a mortgage. I have been pre approved for one ever since. Lender was aware that I would be moving states and changing jobs. I sold my last home which I financed with USAA for 5 years, always making payments on time. USAA loan officer pre approved me multiple times and assured me I would have no issues getting my loan. On XX/XX/XXXX I received my first job offer for a private company at my new location. I immediately sent the job offer to USAA ( 5 pages of detailed information ) to ask if I would still qualify to buy a home in the amount of $ XXXX or less with that job. Loan officer stated in emails that there were no issues with it. Finally after an extremely difficult time putting offers, we found a home and my offer was accepted by seller over a cash offer they received. Reason was that he is also a veteran and trusted the type of loan so much to reject a cash offer. I received the signed contract on XX/XX/XXXX. I sent it to my loan officer. Process of purchasing started, USAA quickly collected my appraisal fee of {$500.00}, I paid for a thorough inspection of the home including a 4 point, mitigation, mold and WDO. The home passed all inspections last week. Then my loan processor ( different person than loan officer ), asked me about my job and sent my company an employment verification request. My company verified that I was hired for full time as stated before and on the job offer. However, I am a case manager which means that I am not assigned a full case load at first. I finished my training on XX/XX/XXXX and was assigned 4 cases out of 40 I can have. USAA was not satisfied with the explanation from my company because we bill XXXX for XXXX XXXX services. Each case manager has flexibility on their schedule but are required ( in order to continue employment ) to bill at least 33 billable hours per week at the rate of {$22.00} per hour which is my base salary. We also get paid for admin time at {$8.00} per hour for additional duties. There are TOO MANY cases out there, my company has repeatedly told me that I will have no problem working 40 hours or more as many case managers end up working overtime. However, human resources reiterated what the job offer said, and USAA today, tells me that they can not approve me because they can not calculate income. I let them know I took the job because they stated the job offer met all qualifications and that I could have taken other jobs if I wasnt rushed to buy a home and secure financing. I also let them know I can work for my XXXX XXXX and I am waiting to hear back from underwriting to see if this is acceptable. However, I believe the whole process has been deceiving. I have been reassured that my current job would satisfy loan requirements. But I am informed 2 weeks before closing and after spending {$810.00} on inspections, and {$500.00} on an appraisal plus the $ XXXX on earnest money that the bank is after all not satisfied! I am not even sure I will get my earnest money back. Moreover, this will affect the seller who has been nothing but amazing, even giving me $ XXXX on seller concessions ( in this market ), leaving his home with his XXXX children, and wife and now living who knows how expecting the loan to close in 2 weeks. I am deeply embarrassed and ashamed of having put them through this. Then I realize that this should not be the customers fault and that I thought I was dealing with experts when getting pre approved and then having spent XXXX weeks in the process of closing. Not sure how this complaint will help anyone specially me, as I will probably have to lose the house of my dreams, for having trusted my bank I have been nothing but loyal to for more than 10 years. But also, having to now find another job and having removed myself from hiring processes back in XX/XX/XXXX when I accepted this job offer only after USAA verified it would meet my loan requirements. I have impeccable work experience, XXXX credit score, payments always on time, {$120000.00} on my savings accounts, a XXXX XXXX, and a 100 % total and permanent XXXX which is my additional income. Yet, my own bank knowing all this, decides that due to the nature of my on-the-job training, and nature of my job which requires a case manager to become familiar with the job before getting a full case load assigned, 2 weeks later informs me that the document they have had ALL ALONG since XX/XX/XXXX, is disputable and that even after my employer verified that I am hired for full time, and need some time on the job before billing my 40 hours to XXXX XXXX which trust me, I am capable of doing ), they are not satisfied and can not approve me the loan. This is deeply upsetting, not only is this post covid market making it extremely difficult for veterans to get a VA Loan offer accepted by sellers but also finding a job in a few days so I can try and not lose this house, my earnest, and my {$1300.00} already spent, will be nearly imposible. This makes me feel extremely sad, frustrated, and embarrassed and only shows that public service is never honored neither is serving. I really hope that the banks take this processes more seriously starting with the pre approval process instead of pre approving easily to then making buyers and sellers lose their time and money in the process! It appears that their quotas are far more important than integrity to do business, and in a market like this, the customers should be more protected against the banks mistakes and overlooks, not the opposite. I hope this is not happening to a lot of people out there but I can imagine it must be happening to ENOUGH and I wish them the best of luck.
|
| 11/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
THIS COMPLAINT IS IN REGARD TO A CREDIT INQUIRY EXISTING ON MY XXXX CREDIT REPORT PASSED THE LEGAL REPORTING STATUTE OF TWO YEARS. THIS COMPLAINT IS AGAINST THE CREDITOR USAA FSBCC THAT IS FURNISHING THIS OUTDATED INFORMATION TO XXXX. THIS COMPLAINT IS NOT AGAINST XXXX AT THIS TIME.
This is a complaint arising under Sections 5 ( a ), 5 ( m ), 13 ( b ), and 16 ( a ) of the Federal Trade Commission Act ( FTC Act ), 15 U.S.C. 45 ( a ), 45 ( m ) ( 1 ) ( A ), 53 ( b ), and 56 ( a ) ; the Fair Credit Reporting Act ( FCRA, 15 U.S.C. 1681-1681x ; and the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692-1692p, to obtain monetary civil penalties, a permanent injunction, restitution, disgorgement, and other equitable relief for the Defendants violations of the FCRA, the FDCPA, and Section 5 of the FTC Act.
XXXX provides consumer personal credit reports to regional and national credit grantors, attempting to issue both commercial and consumer credit. XXXX regularly furnishes consumer credit reports to Creditors electronically. XXXX is an entity who regularly and in the ordinary course of business furnishes information to one or more Creditors about its transactions or experiences with its consumers.
XXXX routinely receives complaints from consumers who claim they do not owe the debt or that an account is invalid or incorrect. In numerous instances, I have notified XXXX at the address specified for such disputes that XXXX is reporting inaccurate information concerning my consumer credit. As a victim of identity theft and the XXXX Data Breach I expect the information in my consumer report to be accurate and my disputes taken seriously.
XXXX has continued to report inaccurate information to the Creditors even after receiving such notice and accompanying proof. In numerous instances, I have disputed the information appearing on my consumer credit report in writing to XXXX. XXXX receives most notices of disputes from a consumer in electronic format, through automated consumer dispute verification ( ACDV ) forms provided on XXXX website.
Pursuant to Section 623 ( b ) ( 1 ) of the FCRA, XXXX, as a furnisher of information to the Creditors, is required to conduct an investigation of the disputed information upon receipt of a notice of dispute from a Consumer. For certain types of disputes, such as those where the consumer claims the account is not his or hers or belongs to someone with a similar name, it is XXXX s policy and practice only to compare the name, social security number, date of birth, and address in XXXX s computer database with the information provided on ACDV forms. Where three of the four items match, XXXX will report to the Consumer that it has verified the information it furnished as accurate. It is XXXX s policy that only after the consumer has alleged the same type of account inaccuracy more than four times will the matter become assigned to a supervisor to do further investigation. Because XXXX collects accounts that are often old, information in its computer files may not be accurate for a variety of reasons, including incorrect updating of addresses, errors in recording names and information, and problems with the original Creditors records.
In disputes involving identity theft or fraud allegations, XXXX s policies provide that if the existing account codes and notes in its records do not contain any reference to a prior claim of fraud, XXXX will verify the previously reported information without conducting any investigation prior to such verification. In numerous instances, despite written or oral notification from consumers disputing the accuracy or completeness of alleged debts, XXXX continued to furnish the information to the Creditors without communicating that the information was disputed by the consumer. Section 623 ( a ) of the FCRA describes the duties of furnishers to provide accurate information to Creditors. Section 623 ( a ) ( 1 ) ( B ) prohibits furnishers from providing information relating to a consumer to any Creditor if i. the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ii. the information is, in fact, inaccurate. In numerous instances, I have contacted XXXX at the address specified by XXXX to dispute information furnished by XXXX to a Creditor and to notify XXXX that the information is inaccurate.
In numerous instances, I have also provided information such as the consumers drivers license, social security number, and/or proof of residence to confirm my identity. The acts and practices alleged above constitute violations of Section 623 ( a ) ( 1 ) ( B ) of the FCRA, 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( B ). Pursuant to Section 621 ( a ) ( 1 ) of the FCRA, 15 U.S.C. 1681s ( a ) ( 1 ), the acts and practices alleged above also constitute unfair or deceptive acts or practices in violation of Section 5 ( a ) of the FTC Act, 15 U.S.C. 45 ( a ).
USAA FSBCC is also a furnisher of inaccurate credit information and is just as liable as XXXX. A recorded statement from XXXX states that USAA FSBCC is the one responsible for removing this information from my credit report. As it currently stands XXXX nor USAA FSBCC has not validated or verified the accuracy of this inquiry. They also failed to remove the inquiry from my credit report after the two year statute of limitation. The following outdated inquiries are being furnished by USAA FSBCC and are being reported by XXXX.
Inquiry Entry Date Legal Removal Date Inquiry listed as XX/XX/XXXX XX/XX/XXXX As of XX/XX/XXXX these inquires are still being reported.
|
| 09/01/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited a check for {$6300.00} into my checking account with USAA. XXXX XXXX dollars was made available to me immediately while the rest was put on hold, a hold that was supposed to be lifted on XXXX XXXX, XXXX. About a day or two after I had deposited the check, my account with the institution became restricted. Meaning I had no access to my account information or my funds. When I first contacted USAA about the situation ( phone number : ( XXXX ) XXXX ) they informed me that my account was locked due to the fact that the check I had recently deposited was being returned. When I asked why, they told me it was because it was against their policy to deposit a check from a personal account into another personal account. Taking this to mean that the mistake was on me, I accepted what they said and began to wait for the process to be completed.
I myself am fairly new to checks, so I do not know how the process of returning a check works, but from what I read it takes a few days. So I was prepared to wait until the situation was fixed. But several days passed and nothing changed. When I contacted USAA once again, they said they were still waiting on the funds to be returned and explained to me that both banking institutions have to do their part in order for the process to move along. So I contacted my local bank about the situation, and they informed me that they were not in the process of returning the check I had deposited. You can imagine how confusing this was for me to hear because USAA told me that my check was being returned and there was nothing they could do until the funds came back to them.
From that point on, I called USAA almost every day to find out if there were any changes regarding my account, and every single person I spoke to told me the same thing : " We are waiting for the funds to be returned. '' I asked to speak to executive members on a few occasions. The last one I spoke to told me that USAA actually received a notification from my local bank, XXXX XXXX XXXX, that my check was being returned.
As I began to feel frustrated, I reached out to XXXX several more times. The last time I spoke with them, the vice president of the institution reached out to me herself. She told me once again that my check was NOT in the process of being returned, and sent me actual proof that the check had already cleared. According to them, it cleared the same day I deposited it, XX/XX/XXXX.
From that point on, I knew that USAA was not being truthful with me. I began to reach out to the CEO ( XXXX XXXX ) and Vice President ( XXXX XXXX ) in an effort to get better assistance. However, neither of them ever spoke to me. I sent many, many, emails their way and they never contacted me. I began to send faxes to the bank on XX/XX/XXXX, and still, no one reached out to me directly. I noticed a few emails from the USAA automated system stating that I had new messages on the website that I should take a look at. However, because my account is locked, I can not see those messages. I stated this fact on more than one occasion but clearly, it went ignored.
Through my various emails and few faxes, I explained in detail my entire situation. I even provided the proof from my local bank, XXXX XXXX XXXX, that my check had cleared. But despite the proof I sent, my predicament has gone ignored.
The money I deposited with USAA originated from a check that I received from the VA. I was recently accepted into their Chapter XXXX program and as a result, I received back pay for the months that I was not enrolled in the program. The original US Treasury check was cashed with my local bank. The check was for {$6700.00}. I kept {$400.00} for myself and then deposited the rest into my checking account with XXXX XXXX XXXX before writing a check for the amount of {$6300.00} and depositing it with USAA.
In my many emails and letters, I explained how necessary the money is to my well-being. I am a XXXX XXXX XXXX. I need the money to pay for supplies and other things. I also live with my mother and little sister. I was going to use most of the money to help pay bills, buy groceries and other odds and ends for the house, and provide my sister with school supplies and clothes. I mentioned more than once that I would start school on Monday, XX/XX/XXXX, and that I needed the money before then so I could buy my books and pay for my classes. But obviously, my circumstances went ignored.
It is now XX/XX/XXXX. It has been two weeks since I lost access to my money. I already started school, rent is due today, and my sister goes back to school in a week. Access to my account and funds have still not been reinstated to me, and USAA has done absolutely nothing to help me and continue to lie about my situation.
All I want is what belongs to me. It should not take two weeks for a situation like this to be resolved. My predicament has not been handled correctly, and the way the employees and executive members of USAA conduct themselves is extremely unprofessional. Since when is it okay for the CEO or Vice President of a company to ignore its members?
My check was NEVER in the process of being returned. I do not appreciate being lied to or taken for a fool. If they were concerned about the legitimacy of the check, all they had to do was reach out to where it came from to ensure that the check was real. Even so, they should n't have had to do that because the check cleared without a problem. That makes this situation worse because they have no reason to hold my money and are clearly discriminating against me. Why else would they hold my funds for so long?
|
| 06/11/2018 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
I am writing in reference to a recent dispute with USAA and CFPB number XXXX. Someone named XXXX reached out on Tuesday, XX/XX/XXXX at XXXX and made multiple attempts to call her back and after she left a voice mail with no real solution regarding what really happened on the XX/XX/XXXX call and all the other recorded calls since XX/XX/XXXX. USAA has only attempted to camouflage the real issue which is their lack of true and genuine care for U.S. Veterans and I have been not had any resolution and believe there was no true intent being made to help me resolve the following issue below outlined in Case # XXXX : I made several attempts to resolve the debt issue with USAA regarding our policy, starting on XX/XX/XXXX when a representative took our payment for {$100.00}. to solve the cancellation issue and set up a recorded payment arrangement for {$180.00} per mth, prior to transferring me to the Auto Pay Plan Telephone Deployment line to set up auto-draft on the remaining amount. I was also told that some of the balance would carry over into the new policy renewal in XXXX and payment would adjust to higher amount. The special payment arrangement was set up because we informed the representative that our XXXX XXXX account had received fraudulent activity and the account was closed and this was why the XXXX payment was delayed and, hence, was called in on XX/XX/XXXX. During this call we also expressed our extenuating circumstances and needed to continue a special payment arrangement and this is where the representative agreed to set up a special arrangement of $ XXXX/mth. I repeatedly requested if this was documented in the system and she confirmed and also confirmed with my husband as well to verify his account prior to us agreeing to the new amount of {$180.00} which was to come out of the account on XX/XX/XXXX. However, when we approached the week prior to XX/XX/XXXX, I was prompted to call USAA to ensure the payment was going to come out at {$180.00}, however, a representative informed me that they were planning to take out over {$1400.00} which is not what we had agreed upon on XX/XX/XXXX and I was very alarmed, upset and angry that USAA was going to attempt to take out this erroneous amount. I later informed the representative during this call, that the XX/XX/XXXX call was recorded and that someone needed to listen to the call to see where the discrepancy came between the company and the client because I know what I had agreed to during the call on XX/XX/XXXX. Since XX/XX/XXXX, I have been attempting to get this issue resolve regarding this illegal bait and switch which the company refused to listen to the original customer representative recordings from XX/XX/XXXX. Also, on XX/XX/XXXX I was informed by XXXX in Billing what occured on XX/XX/XXXX, and she went into the system to stop the payment of {$1400.00} and stated that she would have her manager XXXX XXXX call me back, however, did not receive a return call. After receiving no call back, I attempted to reach out to resolve this matter on several occasion. Each time I called in, I was provided with a work order numbers by the following billing customer service reps and told that someone would call me back within 24hrs to no resolve : XX/XX/ : 1. Work Item # XXXX - Created by XXXX 2. Work Item # XXXX - Created by XXXX XX/XX/ : 3. XXXX XX/XX/XXXX - Provided w/ duplicate Work Item # XXXX - Reiterated by customer rep. XXXX. XXXX XX/XX/XXXX - Work item # XXXX - Created by XXXX 5. XXXX XX/XX/XXXX - Work item # XXXX - Created by XXXX 6. XXXX XX/XX/XXXX - Documentation # XXXX - Created by XXXX Each time I called I requested that Management pull the call from XX/XX/XXXX, but they refused. Also, around XX/XX/XXXX & XXXX, I made another attempt to speak to a representative to get the matter resolved. I spoke to a femaile representative named XXXX based out of XXXX XXXX who stated she would call the USAA coproporate office to find out what was going on and stated she would call me back the following date. When she call me back the week of XX/XX/XXXX, she spoke extensively with higher level billing in USAA Corporate, and they agreed that if I made a downpayment, I could spread the remaining amount out over the new 6mth billing cycle. I was on the phone with XXXX for over 45minutes both days we spoke. She was the only one who went out of her way to try to get this resolved. However, when I called in this morning to make a payment of {$500.00}, and have the payment arrangement set up on the renewal, the representative saw the notations and stated he had to reach out to billing to set it up. However, when he returned to the line, he said the billing department informed him I could not set a payment plan and it was very confusing and alarming to me as a customer and U.S. Veteran who has been part of USAA for over 7 years to receive this type of blatant and discriminatory treatement. I only wanted to get this resolved, however the representatives and management team have made it extremely difficult for me to make arrangements to pay my insurance. We should not be treated in such a biased manner and not allowed to make arrangements, since all of this originally commenced on XX/XX/XXXX where it points back to the customer service representative who specifically set up the arrangements for {$180.00} and no one has attempted to listen to the Actual Recordings from this call on XX/XX/XXXX or others since then. This was a bait and switch and an on purpose vindicative act not to work with XXXX XXXX Veterans. I only wanted to resolve the matter and pay my Auto Insurance.
|
| 06/06/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
USAA Federal Savings Bank has given my personal and private information to a 3rd party verification service called XXXX without my permission or consent during the processing of our mortgage which was initiated on XX/XX/2018.
When I confronted USAA ( I have spoken with various loan processors, managers, an escalation team member and someone from the CEO 's office ), I have been met with little more than dismissal. All representatives of USAA reference the same page in the lending disclosure document which I have included below and claim that this document somehow gives them permission to send my private information to 3rd party verification services : BORROWERS CERTIFICATION AND AUTHORIZATION The undersigned certify the following : 1. I/We have applied for a mortgage loan with : USAA Federal Savings Bank 2. In applying for the loan, I/We completed a loan application containing various information on the purpose of the loan, the amount and the source of the down payment, employment and income information, and assets and liabilities. I/We certify that all of the information is true and complete. I/We made no misrepresentation in the new loan application or other documents, nor did I/We omit any pertinent information.
3. I/We understand and agree that USAA Federal Savings Bank reserves the right to change the mortgage loan review process to expand documentation requirements. This may include, but is not limited to, verifying the information provided on the application directly with an employer and/or a financial institution.
4. I/We fully understand that it is a Federal crime punishable by fine or imprisonment, or both, to knowingly make any false statements when applying for this mortgage, as applicable under the provisions of Title 18, United States Code, Section 1014.
AUTHORIZATION TO RELEASE INFORMATION TO WHOM IT MAY CONCERN : 1. I/We have applied for a mortgage loan with : USAA Federal Savings Bank. As part of the application process, USAA Federal Savings Bank may verify information contained in my/our loan application and in other documents required in connection with the loan, either before the loan is closed or as part of its Quality Control Program.
2. I/We authorize you to provide USAA Federal Savings Bank and to any investor to whom USAA Federal Savings Bank may sell my mortgage, any and all information and documentation that they may request, such information includes, but is not limited to, employment history and income ; bank, money market and similar account balances ; credit history ; and copies of income tax returns.
3. USAA Federal Savings Bank or any investor that purchases the mortgage, may address the authorization to any party named in the loan application.
4. A copy of this authorization may be accepted as an original.
5. Your prompt reply to USAA Federal Savings Bank or its investor that purchased the mortgage, or themortgage guaranty insurer ( if any ), is appreciated.
6. Mortgage guaranty insurer ( if any ) : _____________________________.
Per this document I've copied above, there is no permission for 3rd parties to have access to my information excepting that as established in paragraph 2 of the AUTHORIZATION TO RELEASE INFORMATION where is it stated that only the bank or an investor who may purchase the loan will be allowed access to my private information.
Additionally, paragraph 3 of the BORROWERS CERTIFICATION AND AUTHORIZATION section, states that USAA will verify information on the application " directly with an employer and/or a financial institution ''. Directly it says - not using a 3rd party service.
As such, I believe that USAA is in violation of the contract I signed with them and should be held accountable for knowingly releasing personal information without permission, violation of fiduciary responsibility, ignoring standard data protection protocol, and jeopardizing the security of their customers. Furthermore, USAA has admitted no wrong doing and has stated multiple times that I have given them permission to send my data to outside services, despite never being able to show in any documentation where I signed to allow them such permission.
It may be worth noting that USAA employee XXXX XXXX ( NMLS # XXXX ) advised that since we are now down to the last minute ( just days before closing ) I should authorize the bank to use the XXXX service retroactively, despite her being well aware that I was adamantly opposed to USAA handing my private information over to XXXX. I would argue that this was a tactic that the USAA mortgage department had intended on utilizing in order to pressure me into the authorization in order to allow them to cover up the illegal release of my information.
I should point out that I am not the only victim here. USAA has admitted to me on many occasions during this debacle that they have engaged in these practices for years and I am one of the first people to complain about this issue. As such, this company must be investigated immediately. In this day and age of identity theft and cyber crime, it is unacceptable the one of the so called pillars of our economy willingly violates the privacy of Americans by allowing millions of their customers to have their data accessible by 3rd party organizations without the customer 's consent.
At this stage, I have filed complaints with the Federal Trade Commission as well as the Consumer Finance Protection Bureau. I will be contacting all of my senators and representatives and will do everything in my power to alert the public to the deceptive practices utilized by USAA.
|
| 02/06/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I received a notice by text from USAA about an overdraft transfer from my primary account to my daughters account in the amount of {$990.00}, I check my accounts on my mobile app to see what's going on when I notice some fraud activity in the joint account I have with my daughter. I called USAA to let them know I need a fraud investigation due to the activity of fake IRS checks that were deposited to that account in the amounts of {$6500.00}, {$4500.00} and {$5500.00} and then were withdrawn from several atms in large amounts. I ask the representative how was someone allowed to withdraw {$800.00} at a time from several atms in the same day when I can't even withdraw more than {$400.00} in a single day but she answered she had no idea how that was done. The investor was submitted and I was told I had to wait about 45 days for the investigation to be complete. On XXXX XXXX XXXX noticed a {$990.00} charge pending from a XXXX that I didn't authorize and called USAA to let them know the charges pending didn't come from me and to see if they can stop the money from coming out since it was pending, I was told that for whatever reason they can't stop pending XXXX payments but they will submit a fraud request on my behalf to start an investigation. On XXXX XX/XX/XXXX I check my account and notice a misc debt taken from my primary checking in the amount of {$6000.00}. I call USAA to ask about the misc debt and was told it was taken to cover the fraud from my daughters account. I didn't receive a phone call, text alert, email or letter in the mail from USAA about the the outcome of the investigation nor was I given any options on how I would like to take care of the debt. I was talked to on the phone like I was a criminal and so was my daughter. I spoke with 2 different ladies that day and they both treated me as if this was all me and my daughters fault, I was told she must have given out the information to someone. I told both ladies that how dare they insinuate that we didn't anything to help someone fraud our accounts. My XXXX payment along with my retirement payment was taken and my bills were still pending or needing to come out my checking account to be paid, neither representative acted as if they cared that the institution caused me financial hardship by taking my funds to cover a debt that wasn't my fault or my daughters. I ask the resolution team representative about what was in the investigation notes since I didn't receive any type of notice and her reply was she can't tell me because it's my daughter 's account although I'm a joint owner of the account, I say " so USAA can take money from my primary checking account to cover the fraud debt but you can't give me any information from what's in the notes about the fraud investigation. After being frustrated with the representatives I have my daughter call and thats when I found out the fraud investigation didn't come back in her favor, although they see someone somewhere in TX was behind the fraud but because they called XXXX to see if her phone was hacked and XXXX said no they put her at fault as if she gave her banking information to someone to falsely uploaded some fake IRS checks to defraud the bank. I have yet to receive an answer on how someone was allowed to withdraw {$800.00} from an atm 11 times in one day, {$200.00}, {$480.00}, {$100.00} all in the same day from more than one bank when I can only withdraw {$400.00} in one day, and how is it that the activity wasn't pegged as fraud. On XXXX XX/XX/XXXX I was on my USAA mobile app and all my accounts had unavailable as the status, so I call USAA again to see what's going on, the representative said there were no notes in there and she forwarded my call to the resolution team, lady name XXXX was looking to see what's going on when she also said that the note was not clear to her on what's going on but it seems as if USAA was reserving their rights to not bank with me and that basically they have frozen all my accounts and I can't get my money until after 60 days of the account closing. I have bills still needing to be paid, I have no money and I have a household with kids to maintain. I got no warning from USAA before they took all I had and froze my money up. I have over {$7000.00} in my savings that I can't access right now, I had a lil over {$2000.00} in my checking that I can't access, my other daughters accounts were also closed out without notice to them as well. We all have our direct deposits going to USAA. If they already took money to cover the debt why freeze up all my money and close my accounts. I do all my banking with USAA to include my insurance on my property and vehicles not to mention I have banked with this institution for about 15 years and they never even gave me a courtesy phone call or email but the resolution representative did tell me they mailed a letter out to me on XXXX XX/XX/XXXX which I still have not received in the mail as of XXXX XX/XX/XXXX when I noticed my accounts were unavailable. I am a XXXX % XXXX veteran and I feel I have been taken advantage of an accused of frauding the institution where all of my assets are at. I have no money to survive off of for the month of XXXX. My funds should have been exempted from Debt collection via Automatic ProtectionsGovernment benefits like Social Security, XXXX Benefits, etc have automatic protections. The funds in my bank account are exempt because part of it was XXXX benefits and account can not be frozen even when there is a judgment against you.
|
| 05/01/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, State, Zip Code : XXXX NV XXXX Telephone No. : ( XXXX ) XXXX XXXX XXXX MAIL/RETURN RECEIPT REQUESTED Date : XXXX XXXX SERVED ALL PARTIES XXXX To : USAA Bank and the following persons 1. XXXX XXXX XXXX XXXX / XXXX XXXX XXXX XXXX 2. XXXX XXXX XXXX 3. XXXX XXXX XXXX of XXXX 4. XXXX XXXX XXXX of USAA 5. XXXX XXXX XXXX XXXX of CEO.
Address : XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA BANK AND ABOVE- ( ALL ABOVE-NAMED PERSONS -USAA EMPLOYEES XXXX ARE BEING SERVED FOR SMALL CLAIMS COURT AND CIVIL COURT : XX/XX/2021 ( See Attached Documents ) This letter is a demand for payment in the amount of $ XXXXand fix my credit from all 3 agencies.
I believe I am owed this amount because of the following facts and circumstances : After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX Decorated XXXX XXXX living on XXXX pension. Why would I ruin 40 years of XXXX credit score? After contacting the local police agencies and the FBI they both stated I should of not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firms here in XXXX XXXX that are experts in this matter, and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX Metro Police XXXX / FBI XXXX XXXX XXXX The XXXX XXXX Metro police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit of prove.
I have currently filed in smalls claims court and with my Attorney next will be civil court after all the investigations are completed. I am so upset regarding this matter against me I am going to have an interview with XXXX XXXX XXXX ACTION NEWS In XXXX XXXX on XX/XX/XXXX with their consumer fraud investigation team. After my Attorney reviewed my evidence of my case and my deposition, He agreed to take my case free of charge.
ACCOUNT NAME - ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent.
are hereby informed that you have ten ( 10 ) days from the date of this letter to pay the demanded amount or to make a satisfactory arrangement with me to fully resolve this matter. If you are interested in mediating this matter with me, please contact the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. Mediation is an opportunity for us to craft an agreement with a neutral third party that might keep us out of court. It is confidential, expedited, and free, and you can negotiate agreement details without a judgment being placed on your financial record. My contact information is listed above. In the event this matter is not resolved to my satisfaction, or if I do not receive or accept an invitation to mediate, then I intend to file an action in Small Claims Court and civil court where I will also request that you pay the costs of suit associated with having the matter heard by the court. Please guide yourself accordingly.
Sincerely, Signed : XXXX XXXX XXXX XX/XX/2021 XXXX I am asking for 1 simple thing fix my credit and return my {$1800.00}.
XX/XX/2021 Dear USSA Staff : I am suing each person below from USAA Individually in XXXX NV justice court.
1. XXXX XXXX Chief of staff USAA 2. XXXX XXXX President of USAA 3. XXXX XXXX XXXX XXXX ( Registered Agent Name / XXXX XXXX ) USAA 4. XXXX XXXX CEO USAA 5. XXXX XXXX Member Advocacy of CEO USAA ( Please see attached legal summons to appear XXXX AT XXXX ) CC Las Vegas metro police fraud division/ FBI XXXX - Las Vegas fraud division CC XXXX XXXX XXXX ACTION NEWS In Las Vegas consumer fraud by USAA XXXX
CC Nevada State Senator XXXX XXXX XXXX Office.
CC XXXX XXXX Nevada XXXX XXXX XXXX.
CC Congressman XXXX XXXX Office.
CC Nevada State Attorney Generals Office CC Federal Trade Commission CC XXXX XXXX XXXX CC federal Reserve CC CFPB CC Law firm of XXXX XXXX XXXX All documents attached and have been presented to the court and law enforcement agencies and all Government representatives offices.
___________________ XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX ( Please contact me if you want to resolve this matter )
|
| 06/08/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
Dear XXXX XXXX, No I have not retained a lawyer yet.
And talking to my Lawyer about your crooked applying of my money as he has not put you on notice.. I have and demanding in writing where is my money " IS "?
In your bank XXXX XXXX your employee there at USAA XXXX XXXX, Texas.
MISAPPLIED AND REMOVED IT FROM MY LOAN AND MOVED IT AROUND FOR YOUR THIEVING MOTIVES TO DELIBERTLY MAKE MY LOAN DELINQUENT.
THEN YOU TRANSFER MY LOAN TO A COLLECTION AGANCY WHEN IT HAS NEVER BEEN LATE ON ANY PAYMENTS NEVER AS YOU KNOW.
HAZARD INS IS DIFFERENT. THAT IS NOT MY LOAN!
I AM DEMANDING IN WRITING THAT MAKES SINCE, WHERE MY MONEY WAS APPLIED. WHERE IS IT, ALL PAYMENTS WERE WIRED IN FOR THE FULL YEAR MONTH TO MONTH PAYMENT AND YOU KNOW THIS.
ONLY 4 PAYMENTS WERE APPLIED XXXX.
XX/XX/XXXX THRU XX/XX/XXXX! WHERE IS ALL THE OTHER MONEY? I WANT IT IN WRITING WHERE IT IS?
PRIOR TO XX/XX/XXXX BEFORE YOU TRANSFERRED MY LOAN.
I DID NOT AGREE. THIS IS HOW YOU FIGURED OUT TO Drag XXXX XXXX into it, and misapply money and move money with out my permission.
I never authorized your CEO lady, or XXXX in writing they could remove any payments, I made and move some to my checking, leaving a big assnout standing balance.
Now XXXX XXXX IS DEMANDING A MONTHLY PAYMENT AND BACK ARREARS OF INSURANCE ASSED NOW?
NOPE XXXX XXXX, THAT WAS PREVIOUSLY TAKEN FROM MY PREVIOUS PAYMENTS AND ANY WAY YOU FIGURE IT.
I AM PAID FOR THE YEAR!!! WITH SOME LEFT OVER!
PRODUCE MY CASH AND APPLY IT BACK TO MY LOAN TO MY PAYMENTS. YOUR BANK MADE MY Payments as Og Now XX/XX/XXXX DELINQUENT!
I made all my payments as you are well aware of prior to you transffering OF MY LOAN TO ANOTHER BRANCH OF YOUR BANK?
NONE WAS DOEN BY ME BUT ALL PAYMENTS MADE ON TIME! EVERY YEAR!
SO UNDER MY CONTRACT MY PAYMENTS WERE MADE ON TIME TO MY LOAN TO YOUR BANK, YOUR EMPLOYEES APPLIED FOR MONTH TO MONTH, AS AGREED IN MY CONTRACT THEY HAVE BEEN PAID.
UP FRONT, AND PAID AHEAD.
YOUR BANK EMPLOYEE MISAPPROPRIATED MY PAYMENTS.
THERE IS NOTHING IN THE CONTRACT THAT SAYS, I CAN NOT PRE PAY ANY PAYMENT AS IT HAS BEEN THAT WAY FOR OVER 10 YEARS! YOU ACCEPTED ALL THOSES YEARS!
YOUR BANK MISAPPROPRIATED MY MONEY WIRED IN XX/XX/XXXX TO MY LOAN FOR ALL PAYMENTS TO BE MADE MONTHLY.
NOW XX/XX/XXXX ONE OF YOU DECIDED TO CHANGE HOW YOU APPLY THEM.
XX/XX/XXXX MONEY MISAPPLIED PRIOR TO TRANSFER.
XX/XX/XXXX XX/XX/XXXX AND XX/XX/XXXX AND NOW YOU CAN NOT PRODUCE ANY DOCUMENTS OF WHERE MY MONEY IS? BUT THE MONEY XXXX MOVED INTO MY CHECKING OFF MY LOAN AND PLACED BY XXXX XXXX TO MY CHECKING? WHY WAS MONEY I PAID TO MY LOAN REMOVED?
AND 4 LOAN PAYMENTS MADE XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX AS THAT WAS APPLIED WITH THE MONEY I WIRED IN?
MY MONEY WAS ALL ON MY LOAN BEFORE YOU MOVED MY LOAN ACCOUNT!!! YOU COULD NOT GET FOR OVER 3 MONTHS NOW??
CREDIT MY ACCOUNT IN FULL.
I MADE ALL PAYMENTS.
XXXX XXXX has no clue the arrangement I had with you USAA for over 10 years.
SO XXXX XXXX, you know the facts. Quit making excuses about my payment.
XXXX WIRED IN XX/XX/XXXX EARLY PRIOR TO PAYMENT DUE DATE Hazard Ins XXXX? NOW OUT OF THE BLUE Charged Hazard XXXX XXXX 4 loan.pmts minus XXXX Balance XXXX CREDIT XX/XX/XXXX XXXX XX/XX/XXXX Policy Cancelled credited XX/XX/XXXX Credit XX/XX/XXXX XXXX Credited Leaves Balance of XXXX XXXX XXXX deposited XXXX USAA TOOK OFF MY LOAN AND PLACEN IN MY CHECKING! this should be still applied to my loan? usaa removed.
which leaves XXXX PAYMENTS USAA DID NOT APPLY TO MY LOAN, 5 loan payments XXXX XX/XX/XXXX XX/XX/XXXX this means in XX/XX/XXXX I owe XXXX ONLY!
I BELEIVE YOU ALL ARE TRYING TO STEAL MY HOME ILLEGALLY. BUT SAYING AND COMMING UO WITH WAYS TO SAY I AM DELIQUENT!
AS I TOLD XXXX XXXX! AND YOUR CEO DEPARTMENT. WHO ALL WERE LOWERING MY PAYMENTS??
BUT WOULD NOT EXPLAIN WHY? NOW YOU ARE TRYING TO OVER CHARGE ME, DOUBLE CHARGE ME WHEN I ALREADY PAID MY LOAN FOR THE YEAR!
MISAPPROPRIATION OF MY MONEY, WHICH IS FRAUD. UNLESS YOU APPLY IT CORRECTLY, AND SHOW ME IN WRITING WHERE THE MONEY IS. THAT MAKES SINCE., ' NOT BY XXXX XXXX INCORRECT ACCOUNTING, AND VERBAL 90 MILLES A HOUR WHICH MAKE NO SINCE WORDS. OR EMAIL!
YES XXXX XXXX, SEND ME MY LOAN PRINNT OUT I ASKED YOU ALLL FOR FROM DAY XXXX! YET YOU KEEP MAKING EXCUSES, and DODGING IT ALL THESE MONTHS WITH EXCUSES YOU DO NOT HAVE all my documention IT ALL YET?
WHERE IS IT? and where the money was wired out to my checking!
YES XXXX XXXX YOU CAN TALK TO ME, I AM THE LOAN OWNER. AND I WILL NOT BE PROVIDING YOU ANY ATTORNEY NAME.
IF I CHOSE TO HIRE ONE TO SUE YOU, YOU WILL BE NOTIFIED BY A LAWYER HIS OR HER SELF! AND IN WRITING.
WHEN YOU GET A LETTER FROM MY LAWYER THEN I GUESS YOU WILL KNOW HE HAS BEEN HIRED TO GO AFTER YOU FOR FRAUD!
AT THIS TIME I AM DEMANDING FULL DOCUMENTATION FROM THE B OF MY LOAN! THE ENTIRE READ OUT OF MY ENTIRE ACCOUNT AND LOAN PAY HISTORY.
ALL PAYMENTS WIRED IN XX/XX/XXXX AND ALL PAYMENTS APPLIED TO MY LOAN!
Thank you, XXXX XXXX.
Me XX/XX/XXXX XXXX XXXX XXXX XXXX : As per our conversation regarding loan XXXX : Please provide to me a full disclosure of all of the receipts of all money I wired in to USAA for payment towards ALL monthly payments of my loan.
Send me full disclosure of all payments received and all payments I instructed to be applied to my loan since its inception.
I will cease from any more contact with you until I receive of all documentation and disclosures from you XXXX XXXX.
I expect your reply ASAP Thank you for your assistance in this matter.
XXXX XXXX
|
| 07/14/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Hello, On XX/XX/XXXX, we were contacted by a fraudster pretending to be a USAA representative notifying my husband XXXX of possible fraudulent activity on our account and he wanted to verify and secure our account. He called from USAA 's phone number as though he were indeed an employee of USAA. We later found out he had hacked my husband 's account and was looking at our account in real time. Part of his " verification process '' included asking XXXX specific amounts of transactions to specific companies paid out by us. He wasn't exactly sure so he conferenced me in to verify. I listened and also logged in to verify and the account amounts and payees were exact. So, I and my husband thought he were with USAA. As the call went on, I got suspicious. Soon after, I received a text message from USAA asking if I had initiated a wire transfer in the amount of {$9800.00}. If not, call XXXX if unauthorized. I placed my husband and the fraudster on hold and proceeded to call the number. At the same time, I sent my husband a text message to let him know because we had both become suspicious. Once on the phone with " REAL USAA '' I explained the situation and asked if the fraudster was a real employee of USAA. He advised me that he was NOT! I sent my husband a text immediately! We were given instructions on what to do and transferred to XXXX. XXXX was to secure my husbands account and recall the wire transfer. While speaking with XXXX, he started to sound exactly like the fraudster because the line of questioning was almost exact! I was very loud and obnoxious and asked XXXX to hold while my husband called a different fraud number to verify his credentials. XXXX turned out to be legit. So, he went on to tell us he did a recall on the fraudulent and unauthorized {$9800.00} wire from our savings. There was no reference number given, no transaction id, no name of the fraudster, NOTHING. While XXXX was about to wrap up ANOTHER wire transfer in the amount of {$9800.00} went through. I was literally screaming in the phone by now. XXXX advised he would initiate another recall for this unauthorized wire transfer as well. We were advised the return of our funds would take between 3-5 business days after the " investigation '' was complete. We were also charged a {$20.00} fee for each transfer. XX/XX/2022, we received a wire-in transfer of {$9700.00}. We initially thought this was part of the resolution. No, it was not. After 3 failed status update phone calls, we call on XX/XX/2022 if I'm not mistaken and spoke to XXXX. Thank XXXX! XXXX advised us that the wire-in transfer of {$9700.00} was not a correction but indeed a rejected wire transfer that came back because the account numbers did not match. That was one of the wire transfers initiated from our savings account that was returned because the USAA and what we later found out from XXXX was a XXXX XXXX account number did not match. They charged an additional {$40.00} to return it. Apparently, the fraudster tried opening an account in XXXX 's name. Thankfully, that did not work! THERE WERE NEVER ANY RECALLS INITIATED ON XX/XX/2022. XXXX proceeded to advise us there was NEVER a recall requested for the second wire transfer for {$9800.00} from our savings account. XXXX went ahead and placed the recall for us that day and also gave us reference numbers and transaction id 's for both transactions. He also gave us the names on the fake accounts. We initiated a complaint regarding XXXX 's lack of competence and initiative to do his job. We believe this could have been prevented had he done so. Again, we were advised 3-5 business days to hear something back. So, we call back XX/XX/2022 and speak with XXXX. By now, we are getting way past impatient but still trying to remain professional. XXXX gives us an update and affirmed that XXXX had done exactly as he should have. So, I began to ask XXXX if there were any notes showing we had reported the unauthorized wire transfer on XX/XX/2022. He looked under my profile where he found the notes XXXX left. He seemed quite disturbed to say the least. He too thought XXXX 's lack of handling the fraud report was a huge problem. XXXX felt the same. XXXX noticed the reporting of the unauthorized wire transfer along with a few other notes. He soon got the big picture of what was going on and it was not good. I asked for a provisional credit since this has gone on for way too long. I was denied. I then asked XXXX, why wasn't the Federal Reserve 's Regulation E procedures being followed. I read Section 205.6 and referenced Section 205.11. He gave pause and advised he needed to complete a form and have my call escalated since I asked him directly about Regulation E and read it to him. My husband and I were both confused as he left us on hold for a few minutes and advised someone would call me within 3 business days. Yesterday, I received an email from XXXX XXXX XXXX, Advocacy Advisor from USAA. It says " Thank you for bringing your concern to our attention. My team at the USAA Federal Savings Bank works in conjunction with the CEO 's office, and I am researching what occurred. I will contact you shortly to discuss this further. '' Section 205.6 of Federal Reserve 's Regulation E is below.
https : XXXX # XXXX ( b ) Per what I have described, it was not followed. We believe USAA has not only disregarded Federal Reserve 's Regulation E. We believe they have violated the Bank Secrecy Act and that the Financial Crimes Enforcement Network should be notified.
|
| 09/18/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XX/XX/2020 I pay my mortgage through USAA ( serviced by Nation Star or " XXXX XXXX '' ) the same, exact way I always have in the past. At XXXX XXXX ( Mountain time for all times hereafter ) I receive an email stating that " Your payment has been received '' ( see attachments ). There is even a confirmation number, which I assume means that they have confirmed my payment.
XXXX XX/XX/2020 I receive a second email stating that " We've received your payment '' ( see attachments ). This is normal, I always receive emails stating that the payment has been received.
XXXX XX/XX/2020 at XXXX XXXX I receive a phone call from XXXX and they inform me that I am late on my mortgage payment and ask if I would like to resolve it. Assuming its a scam, I hang up and immediately check my bank account to see if my payment was applied. I see that the money was never taken out of my account. I then go call the phone number attached to the emails stating that they received my payment. A woman ( didn't get her name, sorry ) states that they've never received the payment and that I owe {$47.00} in late fees and {$25.00} for a non-sufficient fund ( NSF ) charge. I tell her that I need those charges reversed because the mortgage company confirmed on their end TWICE that they received my payment. She refuses. After some arguing, she says she will submit a waiver to waive the late fee, but that there is nothing she can do about the NSF charge because that was levied against the account by XXXX XXXX XXXX. I end the phone call.
XXXX XX/XX/2020 at XXXX XXXX I call XXXX XXXX XXXX XXXX and ask about the {$25.00} fee. They claim that they did not and would not levy a fee against another bank ( USAA/XXXX XXXX ) only that they would levy it against ME on my XXXX account if there was a charge that I lacked funds for. I confirmed with the teller that I did indeed have the required funds for the charge made, but due to some system error the charge never went through, and I was never informed about it because something about the account didn't exist. The teller reaffirmed that the {$25.00} charge had to be through XXXX XXXX or USAA and not through them.
XXXX XX/XX/2020 XXXX XXXX I call back XXXX XXXX and get a new person, XXXX XXXX, to assist me once again. She confirms for me that the {$25.00} was indeed levied against me by the mortgage company ( or USAA, I'm not really sure ) and not from XXXX XXXX. I asked her why NO ONE told me that my account was late. No email, no mail, no phone call, until ONE DAY AFTER the account is late. The phone call came CONVENIENTLY on the XXXX, when the account was late on the XXXX. They could have informed me DAYS before this happened that my account was in danger of being late and being charged a fee. Also, despite this, I have TWO emails telling me that my account has been paid. A normal consumer, after being told TWICE that your account has been paid, would assume its paid. I also tell her that its not my fault that they didn't receive funds due to either them or USAA not knowing how to properly draw money out of my account WHICH I HAVE USED SUCCESSFULLY IN THE PAST in order to pay my bills. I used this account exactly how I've always used it. They tried to put the blame on me but it is NOT my fault. She at least apologized to me ( which I take as assuming fault in the situation ) and said she will make sure the late fee waiver request goes through but that there is nothing she can do about the {$25.00} NSF fee. I ask to speak with her supervisor and she says that her supervisor, XXXX XXXX, was about to go to a meeting with USAA ( how convenient, right? ) and was unable to speak with me. I told her that I would be bringing this up with the CFPB and will not drop it. XXXX let me know that there was no longer anything she could do for me but I was welcome to speak with their Executive Resolution Manager.
I get transferred to the Executive Resolution Manager, only identified as XXXX XXXX, and explain to her what is going on. She tells me that she thinks the late fee will be waived, but as of yet it has not ( I know it has only been hours but I don't trust these institutions ). She continues to tell me that because the information was " incorrect '' for the bank account that its not their fault and they wont be dropping the NSF fee. I object, and tell her it is their fault because I have used this as payment IN THE PAST with 0 issue. I ask her why her institution would send me two whole emails stating that my account has been paid when it hasn't. She says that those emails don't actually mean the account is paid. I tell her that is shady and deceptive. This is just a way to milk {$25.00} out of people. She says I should have been informed that the payment was never received, and I told her i was, conveniently the day after it became a late fee. She said that they were probably busy or didn't have time to let me know the exact day that funds were never actually paid. I don't find her response amicable and continue to press that this is their fault and they are being shady by not telling me that funds were never received. She said she can try and get USAA to drop the NSF fee, but she doesn't think it will because its my fault ( of course ).
To wrap it up, XXXX XXXX LIES every time they send out emails saying payment is received. Then they purposely don't inform the consumer that a payment is late until the day after so they can collect on exorbitant fees and make even more money.
|
| 07/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
In XX/XX/XXXX, I contacted USAA Credit Card regarding a fraudulent transaction. They told me the only option available to address the fraudulent charge, was to cancel the card, which I did not want to do. The USAA supervisor refused to address the fraudulent charge unless I agreed to cancel the card.
Because there was no choice, the card ending in XXXX was canceled/closed. USAA issued a new card ending in XXXX. The fraudulent charges were not adequately addressed. The same company USAA had been notified did not have permission to charge my card- and for which I was forced to close the previous credit card, continued to post transactions using the " closed '' card. USAA accepted the transactions and simply forwarded through to the new card- never addressing the fraud, despite being from the same company previously posting fraudulently- which USAA stated could only be addressed by closing the previous card. USAA simply transferred the fraudulent transactions to the new non-activated card.
Forcing the customer to cancel the card - and the hours of shifting payments associated with that specific card to a non-USAA card- was all for nothing, causing other issues and the fraudulent transactions were never stopped - only transferred to the new card.
Because USAA did not address the issues - but simply transferred them, I opted not activate the new card to avoid further issues. I never used or activated the replacement card received.
Despite the card never having been authorized for use, I logged in today to find a balance on the same account that was never activated or authorized for use. The new credit card information was never provided to anyone because the card was never activated, due the ongoing issues.
There was no charge - only a balance for the exact amount of the United Services Automobile Association ( USAA ) Insurance Bill. I called USAA who stated the charge was " pending '' - but no charge was shown, pending or posted - only a balance that appeared yesterday - without any associated charge.
USAA refused to address the charge or the balance. I attempted to address the issue multiple times previously and in the face repeated failures by USAA to address or prevent unauthorized transactions, despite being forced into following their protocol to do so, purposely did not activate the new card to avoid having to deal with any more ongoing unauthorized charges which USAA continually let go through.
USAA instead, engaged in phone tag, refused to leave messages as requested- simply leaving messages to the effect of " we called, sorry we missed you ''.
I do not understand why USAA continues to allow fraudulent charges on a card that was NEVER activated or authorized for use.
Currently, they are not only accepting fraudulent charges on an account never authorized for use, they are creating the fraudulent charges.
I logged to USAA on XX/XX/XXXX to confirm my auto-insurance bill was paid as needed on XX/XX/XXXX, or pay it, if showing as unpaid due to an oversight in updating payment info. The account in question had been paid-in-full by way of non-USAA account payment, XXXX XX/XX/XXXX. If the account details had not been updated, then there would have been no authorized account for payments - and no payment should have gone through. Even, had USAA fraudulently taken the liberty of updating the payment information of their own accord- it remains a credit that was never authroized for use - and no payment should have gone through - by any party.
USAA fraudently charged a non-activated account ; never authorized for use. USAA seems to be aware of what they were doing - as there is no charge showing on my credit card - only a balance owed without any associated charge to dispute. I would like to simply pay the amount with an active account from another company, but I can not do that - as USAA took the funds, but did not record the transaction on the credit card - they only created a balance due, with no charge showing or associated.
When I attempted to address the matter with USAA, they said they could not do anything because the charge was " pending ''. I asked how that could be, when the amount charged was already showing as a balance to be paid - and payments are not accepted for pending charges ( if an attempt is made to pay a pending charge, it is blocked from going through ). When I asked them to cancel the charge, they changed their answer and said the charge can't be seen.
I stopped writing here, to take additional screenshots.
Despite no pending charges showing less than hour before - a full charge - on the same card which was NEVER AUTHORIZED FOR USE, suddenly appeared - never having shown as pending- just as " due ''.
Even if I am able to dispute this instance of USAA 's fraudulent use of an unauthorized card- it does not fix or address the issue that fraudulent transactions are allowed to go through - and have been for an extended period, on a card never authorized for use. It also does not addres the fact that USAA is now the party creating the fraudulent charges and using an unauthorized account. In fact, they are the only party with 100 % full knowledge that the account is not activated and used it anyway ; this was not a charge to the closed card, as other transactions were. This fraudulent payment was charged using the new credit card number, as seen in the screenshots- a number never provided as a payment source to any party - not even USAA XXXX XXXX.
|
| 12/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
|
|
I'm writing this complaint in regard to an adverse action letter I received concerning a consumer credit application I submitted to USAA on XX/XX/XXXX for a CREDIT CARD to my open end consumer credit plan, I am a consumer and The adjective consumer, used with reference to a credit transaction, characterizes the transaction as one in which the party to whom credit is offered or extended is a natural person, and the money, property, or services which are the subject of the transaction are primarily for personal, family, or household purposes. The adverse action that that they took against me has caused me much XXXX and made it hard for me to operate as a consumer in commerce. I was deprived of the right to access my open end consumer credit plan and this has caused me financial hardship and stress. Pursuant to the FCRA, as a consumer, accuracy is defined as the measure of value ; value is something only a natural person or human being can measure. Fair to me means no one is taking unjust advantage of another. Congress talks about accuracy and fairness, they're asking me as a consumer to decide whether my consumer report is valuable to me ; and whether I feel like I am receiving a just advantage or no one is taking unjust advantage against me. I have reasons to convict USAA of 1 count of taking unjust advantage against me on XX/XX/XXXX. according to 15 USC 1681m the adverse action section in the Fair Credit Reporting Act is that it never mentions a denial of credit. It only mentions being denied for insurance or employment. Why does it not ever mention being denied for credit? The answer is in Truth In Lending Act ( TILA ). I am aware that there was a finance charge involved in the transaction which is the sum of all charges. I can not be denied credit because I know that I have an open-end credit plan, which I administered and extend/originate myself credit to make them a creditor/debtor to extend me my own credit. I am the consumer and only a natural person grant such rights. This is why adverse action does not mention being denied for credit because Congress knows the truth, financial institutions don't loan money because there hasn't been any in circulation since XXXX and also pursuant to 12 USC 83, banks are prohibited by law to make loans or discounts on the security of the shares of its own capital stock. So what is USAA denying me for exactly? are they admitting to violating their corporate charter by attempting to loan me money? Where is the credit coming from exactly? Can they provide me and the CFPB with documentary evidence on where the money being lent is coming from? According to 15 USC 1681m ( C ) ( ii ) ( I ) Information referred to in subparagraph ( A ) - does not include- information solely as transactions or experiences between the consumer and the person furnishing the information. They are found to be in violation labeled Exhibit A & B. This is not a request, I am granted the right to credit under my open-end credit plan which I am administering. Pursuant to 15 USC 1681m The term adverse action ( A ) has the same meaning as in section 1691 ( d ) ( 6 ) of this title ; and ( B ) means ( i ) a denial or cancellation of, an increase in any charge for, or a reduction or other adverse or unfavorable change in the terms of coverage or amount of, any INSURANCE, existing or applied for, in connection with the underwriting of INSURANCE ; ( ii ) a denial of employment or any other decision for employment purposes that adversely affects any current or prospective employee ; ( iii ) a denial or cancellation of, an increase in any charge for, or any other adverse or unfavorable change in the terms of, any license or benefit described in section 1681b ( a ) ( 3 ) ( D ) of this title ; and ( iv ) an action taken or determination that is ( I ) made in connection with an application that was made by, or a transaction that was initiated by, any consumer, or in connection with a review of an account under section 1681b ( a ) ( 3 ) ( F ) ( ii ) of this title ; and ( II ) adverse to the interests of the consumer. The law did not mention any denials of credit but does mentions denial of insurance or employment. The application I submitted to USAA was a consumer credit application. Pursuant to 15 USC 1602 ( f ) The term credit means the right granted by a creditor to a debtor to defer payment of debt or to incur debt and defer its payment. Does this not mean that I granted the right to USAA as the debtor in this transaction to incur debt and defer its payments? so why am I being denied for CREDIT that I am granting? I did not apply for insurance or employment with USAA. Every consumer credit transaction includes a finance charge. a finance charge is defined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit pursuant to 15 USC 1602 ( j ) - The terms open end credit plan and open end consumer credit plan mean a plan under which the creditor reasonably contemplates repeated transactions, which prescribes the terms of such transactions, and which provides for a finance charge which may be computed from time to time on the outstanding unpaid balance .I 'm granting the right as the original creditor to open, my open-end consumer credit plan. copies of the federal laws will be uploaded labeled exhibit c, d and e.
|
| 12/27/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
I have extended USAA, my social security card to establish a fiduciary relationship, between USAA and myself. In exchange for USAA to in return extend a line of credit to my persons, to conduct acts of commerce. The mentioned transaction resulted in the creation of XXXX, an open-end consumer credit plan. Per my last billing statement provided by USAA financial institution they're attempting to collect an extension of credit. As defined under 18 use 891 to collect an extension of credit means to induce in any way any person to make repayment thereof.
USAA has knowingly furnished false credit information to the credit reporting agencies as a means of coercing payment on this extension of credit by the use of unlawful extortionate means. I have reason to believe USAA had prior knowledge that punishing a consumer for the nonrepayment of an extension of credit by engaging in extortionate means is a violation of the False Claims Act and Racketeer Influenced and Corrupt Organizations ( RICO ) act. USAA is demanding a minimum payment of {$690.00} on or before a XX/XX/XXXX, or they're going to furnish more negative information to credit reporting agencies thatll cause harm to my persons, reputation and property, which is my consumer credit file. I have proof that within the last fiscal year youve voluntarily, willingly and intentionally reported false late payments, on the credit card account, which is under an open end consumer credit plan, to credit reporting agencies on the extension of credit and are using extortionate means in attempts to coerce repayment of said credit under XXXX which violates Federal law.
Per review of the FCRA there isnt a single law that allows a creditor to report negative information without the consumer in which it relates to prior consent, nor requires you to report the information youre choosing to report or makes legal the reporting of the alleged late payment on this account youre choosing to falsely report. In fact your reporting is in direct violation of the FCRA seeing as though this extension of credit is an open ended credit account and a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. Your choice to furnish false late payments on this extension of credit, to credit reporting agencies seems to be an attempt to jeopardize my consumer credit reputation and coerce me into funding your organization. USAA have charged my account {$25.00} for what are referred to as " late fees '' in addition to reporting erroneous late payments to unaffiliated third parties. Therefore, by reporting the fictitious late payments, you are not only willingly breaking the law, but you are also seeking to force me to compensate you for the infractions you are causing. And lastly, by adding these illegitimate costs to my account, in attempts to siphon off extra money, youre charging my account interest on the whole balance, along with a finance charge based on the whole account balance, which includes the late payment fees. All in which demonstrate that your bank is engaging in racketeering activities and attempting to coerce a consumer to fund your organization. Seeing that this credit card is an open-end consumer card & extension of credit, USAA, is in violation of the False Claims act. USAA is knowingly engaging in racketeering activity to fund its criminal enterprise. Ignorance of the law is no excuse to violate it. Your enterprise should know that punishing a consumer for the nonpayment of an extension of credit by furnishing false information to third parties in order to jeopardize the financial reputation of the consumer with other financial institution constitutes aggravated identity theft 18 U.S. C 1028A and violation of the RICO act 18 USC 894. Whoever knowingly punish any person for the nonrepayment of an extension of credit by extortionate means shall be fined under the title or imprisoned not more than 20 years. As required under the law pattern of racketeering activity requires atleast two act of racketeering activity, one of which occurred after the effective date of this chapter and the last of which occurred within ten years ( excluding any period of imprisonment ) after the commission of a prior act of racketeering activity. Your actions of furnishing said late payment on my consumer credit file is a means of communication to collect the extension of credit by extortionate means as defined under the law 18 use 894. Your action shows a pattern of racketeering activity as defined under 18 U.S.C 1961 & I have reasonable cause to believe that USAA has made this extension of credit with intent to extort me as a consumer which violates 18 USC 893. The intentional furnishing of the false credit information violates the FCRA. I am demanding USAA provide me with documentary material ,15 USC 44, of any law the requires USAA to furnish late payments on a consumers credit file. A copy of a card holder agreement does not prove anything. If your enterprise sends me a card holder agreement, I will take that as your complete disregard for the law and my financial reputation and move to file suit for the intentional infliction of emotional distress I receive on behalf of these extortionate tactics. Your actions have damaged my financial reputation and has caused XXXX XXXX, distress and has severely crippled my livelihood.
|
| 12/23/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I arrived to New Mexico XX/XX/2019, due to a military XXXX XXXX XXXX from XXXX XXXX. Needing transportation to and from work, through USAA Savings Bank, I financed a XXXX XXXX XXXX for roughly 17k on or around XX/XX/2019. The loan was scheduled to start XX/XX/2019, or when the loan was finalized. I was on the phone the whole time with USAA while I was purchasing the vehicle from a XXXX dealership in XXXX XXXX, TX. On that day, I set up " Auto-Pay '' for my loan through USAA. The process was simple, due to the fact that USAA was my primary banking institution for about 5 years. They had most of my information on file. That day, I even got my auto insurance from USAA.
On XX/XX/2019, I was on the phone with USAA. Reasons ranging from my anxiety to confirm a payment would not be missed, to trying to stay on top of a lot of money coming in and out from the international military move. I recall specifically, discussing the " auto-pay '' subject. The USAA representative assured me that I had " nothing to worry about ''. I was told that my auto-pay was set-up and I have provided all the information and paperwork necessary. I was told that when the loan was started, my auto-pay would kick in. ( This phone call is recorded and on record, it was confirmed by another USAA representative ) On XX/XX/2019, around XXXX XXXX, I received a call from USAA informing me that I am 3 payments behind. XX/XX/XXXX is thirty-six ( 36 ) days past due. At thirty ( 30 ) days past due, USAA reports late payments to the credit bureau. Any payment determined to be late, accrues a late fee. So, at thirty-six ( 36 ) days past due and just being notified for the first time, my head was spinning. By being notified at thirty-six days past due, I was unable to prevent those penalties. XX/XX/XXXX was the first time I was notified. Prior to that day, I had received no phone calls, I had received no emails, I had received no postal mail from USAA regarding the late payments. As soon as I found out I was late on payments, and being short on money from the military move, I made one payment as soon as I could.
That day, after work, I spent 3+ hours on the phone with USAA , trying to get to the bottom of everything. I was met with a lot of incompetence and unhelpful representatives. Being transferred from person to person, department to department. Not really ever getting the exact facts on why it took thirty-six days to notify me and why my auto-pay never kicked in. I had USAA representatives tell me that everything was setup for auto-pay and that it was " weird '' I was never notified. To people telling me to just pay and it is my fault. I was able to get one person that gave me a little more information on the situation. My phone records show calls to and from USAA on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Almost all calls I raised the issue and had to re-explain the situation to every USAA rep.
On XX/XX/2019, I was told by a USAA representative, that the XXXX dealership in XXXX XXXX, TX never sent the proper paperwork required to USAA for the auto loan to start until XX/XX/2019. According to the USAA rep, by not sending the paperwork, my auto-pay was never triggered to start when it should have on XX/XX/2019. Same goes for the " debt notifications ''. How it was explained to me, is that I fell through the cracks. Because I had a loan agreement, I was accruing debt from the auto loan but not having actual debt in USAAs system.
Since XX/XX/2019, I called USAA PLENTY of times to find out what exactly happened. To this day, I still get different stories on what happened. Following the XX/XX/XXXX phone call, I filed a " credit dispute form '' through USAAs website. Weeks later, USAA responded with a blanket statement, saying they only report what is reflected in their records. Their records have me thirty-six ( 36 ) days past due on three ( 3 ) payments. Nothing about their faulty system and me not knowing I even had a debt. My credit score took a major hit. First time in my life I had late payment ( s ). I had excellent credit and excellent payment history.
From some of my other calls, it was discovered that the dealership did everything on their end, allegedly, according to USAA and the dealership. It is still unknown what happened on XX/XX/2019, that finally pinged USAAs debt department to call me two days later. It was said that the dealership " cleared '' the check given to them by USAA for the car on that date. Different USAA reps and departments say different things.
On XX/XX/2019, I was told by one USAA representative, that because of how USAAs auto loan system is, that even if I had noticed my payments were late or not being paid, I would not have been able to make the payment anyway. Due to the issue with the dealership paperwork. That sounds illegal, for me to owe a debt and not be able to pay that debt in a timely matter, before fees and penalties occur. I had two or three USAA reps confirm that unjust faulty issue of not being able to pay due to USAAs inept payment system. One USAA rep even agreed that it sounds illegal.
XX/XX/2019, I went to my base legal office for instruction on how to further proceed with this situation. I was told to start with this report and follow-up from there.
|
| 09/10/2019 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
There are plethora of issues that I would like to discuss against my bank USAA. First, I would like to discuss the inaction that took place on XX/XX/XXXX. On that day I slid off the side of the highway on an icy day after truck came speeding by. I called USAA in order to tow my car as it had taken damage and it needed a tow and they sent a tow truck operating under XXXX. I was informed that I would not have to pay anything since I pay for insurance, but when I arrived to the shop, I was asked to pay {$370.00} for the labor. I paid because I was not allowed to leave the shop without paying and contacted USAA after looking for an explanation/reimbursement. USAA redirected me to a Mr. XXXX XXXX to whom I spoke with on the phone and stated to me that he would helping with reimbursement. Several days had passed and there was no confirmation or follow-up to inform that any action had taken place. I reached out to Mr. XXXX via email with no response. Next, on XX/XX/XXXX, I was rear-ended. I spoke with USAA and the decision came back that the other person was at fault and that I would not have to pay for any repairs on my vehicle and that a replacement vehicle would be provided in the meantime. I dropped of my vehicle at the shop and received the rental car that I would be using for the meantime. When I went to retrieve my car, I had to pay {$200.00} to get my car out of the shop even though I was told that I did not have to pay anything for the repairs. I contacted USAA and they said that they would begin to work on reimbursing me again. A few weeks had passed and I had not received any news on when I would be receiving that reimbursement. I contacted them again to ask what the delay was and they informed me that because the other driver was uninsured that it could take months or even years for me to receive me reimbursement, which is ridiculous considering that I was not supposed to pay anything and that I was forced to wait months or years to receive my money back. Then, on XX/XX/XXXX, an amount of {$7400.00} was deposited into my checking account without a clue of its origins and then the money proceeded to be withdrawn from my account for two amounts at {$500.00} and two amounts of {$1000.00}. I contacted USAA and they had no idea where the money came from and asked me about the security of my account. May I add that not a single individual has access to my account and I have taken the utmost care in regards to protecting my information. USAA proceeded to provide a temporary credit for the withdrawn amounts until they can figure out what was going on. They launched an investigation which denied my access to my account for a week, and that week consisted me on asking for loans from peers in order to be able to continue carrying on about my life. I was given access back to my account after that week and I was informed that they launched a fraud investigation and shortly after there were charges on my credit and debit card that were not authorized by me as well as an order placed to changed my PIN, order a new debit card, and change my daily debit card limit, also again not authorized by me. I contacted USAA about this suspicious activity and their answer was to shut down my account and put it in a credit-only status, as well as send me new cards. I had to go another week without access to my bank and the only reason that I was allowed access to my bank was because on XX/XX/XXXX I called a USAA rep and asked why I was not able to access my money yet. The USAA rep stated that I had a negative balance of {$7400.00} and I could not use my account until I paid off that balance, which raised the question, How am I supposed to pay that off if I am not allowed to even gain access to my account? which the rep did not have an answer. They took {$7300.00} from my savings account and I still owed {$110.00} and USAA would still not allow me access to my account. I had a friend wire money to my account to pay off my remaining balance. I thought this was the end of that situation but on XX/XX/XXXX, as I was getting ready for my vacation in XXXX, USAA took out {$3000.00} from my checking account putting my balance back at a negative of {$2600.00}. I called USAA infuriated and they informed me that the fraud investigation had ended and they found me to liable for the amount and that they are taking back the amount they credited. I explained how it does not make sense to take more money out of my account since they have already taken out {$7400.00}, to which the rep had no answer to that as well. Exhausted from dealing with USAA, I contacted CFPB to file a complaint and then USAA was quick to call me and try and work with me. I thought that now maybe things would get resolved but USAA reps called me to inform me that they would be sending a check for {$200.00} and the {$370.00} but I have never received them and it has been over a month now. As far as the extra {$3000.00} they took out, I was given the number of a XXXX XXXX ( XXXX ext. XXXX ), who works in the CEO office, I have tried to reach her 5-7 times, at the times that she specified to be called I might add, with no success and it seems that they have just decided to drop the issue altogether. Now, I decided to come back to CFPB and issue yet another complaint due to more inaction and false promises.
|
| 07/26/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Struggling to pay your loan
|
|
Web |
Servicemember |
|
I received a call today XX/XX/18 about XXXX from XXXX XXXX from CEO office at USAA. XXXX received my complaint from CFPB and decided to speak with me about all the research that was completed due to this compliant. USAA decided that all they were able to do regarding complaint # XXXX was correct the way they reported me past due 30 and 60 days on my credit report. This is great but it does not fix the problem it is only a temporary fix since now I must come up with {$1400.00} to bring my account current before I report 30 days past due again. When XXXX called me the last time today XX/XX/18 to inform me that per our conversation from earlier today when requesting her manager to call me that was not going to happen but she did talk to her and they decided to only fix the credit reporting side of my issue. I am so upset and very confused about how USAA thinks that this is ok. Their only come back is that they sent me delinquency letters which I told them I did not receive in the mail. I received a letter letting me know that the hard hit from an inquiry that was reported to my credit was corrected since it was USAA error. I am wanting the Modification corrected or I want this loan gone. I can't even refinance it due to my credit score with any Bank so I do not ever have to do business with this fraudulent bank ever again. I need them to understand that a small error can cause so many other things to happen in a members life and how your financial status can change they way people treat you. They continue to tell me what I did that was incorrect but not once did they ever say what they did incorrect from day one, I am not satisfied with their response I think I have a pretty good history with them they have collected enough money from me and my family who also served in the Military. I will continue to write letters and send several emails to higher up until this is corrected. I think that USAA needs to be audited by FDIC they will see that they have more then just my small error going on in that institution. In researching this Bank I found several complaints from several individuals who served in the military who feels like USAA just has taken advantage of the people who fought for our country to make a difference. USAA needs to know what XXXX and XXXX means. Your members needs and concerns should always be important and when a member calls the call center the XXXX and XXXX should be educated and trained enough to help each and every member with all products your bank offers. I am expecting more from USAA then just a credit report correction. I need my concerns and issues addressed in a timely manner this issue has been going on since XXXX XXXX. I want USAA to explain to my children why I can't get their school supplies, clothes, shoes and buy food for the next two months. Tell them how I did qualify for the loan modification but my mailed doc 's did not get to USAA until the XXXX of XXXX which means I missed the deadline my 2 days. If USAA doesn't understand what loyalty means then maybe I can help educate them with information that I have learned in my past experience when dealing with customer service. I want USAA to understand I am not saying customers are always right but when you ( USAA ) drop the ball in the beginning you should be doing everything I mean everything to make it right and show the member that yes everyone makes mistakes but we as a TEAM ( USAA ) will do what we need to do to make sure the member will continue to trust in you ( USAA ). I think I deserve much more not because I think I am right realty I know I am. I know USAA had their legal team, CEO office and other team members research the situation but they are only stating the letters they sent to me I never received. The call that I made when I applied for the modification where I asked the rep can I make a payment anyways he stated no wait until the modification was booked the new due date would be XX/XX/18 which is what I expected. They mailed the forms that needed to be signed so I asked XXXX what happens if I did not get the doc 's on time then what would you do for me. She said I told you before XXXX XXXX you could have faxed them. Is the real issue due to me mailing the documents? USAA please send me the money I need to bring the account current along with compensation for the three months I have been calling your bank to try and get this completed. I have lost work time, family time, this issue has also caused my family so much extra stress and pain. I explained when I called back in XXXX before my payment was due that my husband already had military related issues which was causing my household income to change I am only one person trying to handle everything by myself at this time me and my children are already suffering due to his illness this is just one more thing to add to what we have going on. If you truly care about your members you will do the right thing. Food for thought just because I am a XXXX woman married to a XXXX man does not give you the right to judge us. I know during the 1st few calls I received from certain individuals they seemed to want to help after doing account research when higher up called it seemed as if the calls were very rude and condescending. I will continue my research to make sure I am being treated equally.
|
| 01/20/2024 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Case Number : XXXX In accordance with the Office of the Comptroller of the Currency ( XXXX ) complaint process I have tried numerous times to settle this matter with USAA. USAA policies and actions as of XXXX XXXX XXXXXX/XX/year>, are in violation of federal law, specifically Regulation CC ( 12 CFR Part 229 ) which implements the Expedited Funds Availability Act ( EFAA ) and the Check Clearing for the 21st Century Act ( Check 21 ). USAA is in violation of XXXX law as well.
The violations : XXXX availability rules for check number XXXX of {$6200.00}, from XXXX XXXX XXXX XXXX
XXXX reporting requirement concerning checks with reasonable cause to doubt collectability.
Section XXXX Exceptions ( XXXX ) Reasonable cause to doubt collectability states, Reasonable cause to believe a check is uncollectable requires the existence of facts that would cause a well-grounded belief in the mind of a reasonable person... The reason for the banks belief that the check is uncollectable shall be included in the notice required under paragraph ( g ) of this section.
Section XXXX ( g ) Notice of exception ( XXXX ) states that USAA must provide us with a written notice, and the notice must contain the following : a number code identifying the customers account, the date of deposit, the amount of the deposit that is being delayed, the reason the exception of invoked, and the time to funds availability.
( ii ) Timing of notice at the time of deposit, or if discovered later the notice must be sent as soon as possible, but no later than the first business day following the day the facts are known.
When the check was deposited on XX/XX/year> ( posted date ) {$2500.00} was released, and a normal hold of XXXX days was placed on the remaining funds which is in accord with XXXX Availability schedule ( c ) Nonlocal checks. The following business day the depositor contacted USAA in order to request expedited release of the funds and found that USAA had placed a XXXX XXXX hold on the check. No reason was provided, and no written notice was sent, and in fact, to date, no written notice has been provided and no evidence or explanation has been given concerning the hold. This violates the above sections. The depositor was told that funds would be made available by XX/XX/scrub>XXXX XXXX XXXX USAA made no further contact. On XX/XX/XXXX, the depositor saw the funds released into his account. However, though the funds were released, USAA placed a hold on the depositors account. This is XXXX business days from the time of deposit. It is now XXXX business days from the time of deposit and the funds have still not been released.
Section XXXX ( h ) ( XXXX ) availability of deposits subject to exceptions states that USAA may extend the time to availability of funds by a reasonable period. ( Note that the depositor contacted USAA on XXXX XXXX and USAA verbally stated that from this date the check was in an exception status. ) ( XXXX ) For the purposes of this section, a reasonable period is an extension of up to XXXX business day for checks described in XXXX ( c ) ( XXXX ) ( vi ), XXXX business days for checks described in XXXX ( b ) ( XXXX ) through ( XXXX ), and XXXX business days for checks described in XXXX ( c ) ( XXXX ) and ( XXXX ) or XXXX ( f ). A longer extension may be reasonable, but the bank has the burden of so establishing. The maximum hold without further burden of proof is XXXX business days from the normal required release date, making the date of required release XX/XX/XXXX. It is XX/XX/XXXX, and to date no reason has been provided, and no evidence has been provided, and the funds have been released in the depositors account since XX/XX/XXXX. The account has been on hold for XXXX days after the release of the funds into the account.
USAA was notified by the depositor that the funds in question are related to the purchase of a motor vehicle. USAA has not notified the depositor in writing, by phone, via text or email that the funds are being held, and have provided no reason for holding the funds, and have shared no evidence that the hold is reasonable. If the funds are being held because there is evidence of fraud, then the lack of notification to depositor, the honoring of the check and depositing funds into the depositors account, and then placing a hold on the rightful withdrawal of funds from the depositors personal account has put the depositors property at risk, and USAA is facilitating fraud and the theft of a motor vehicle.
Additionally, and separately, USAA has been notified XXXX separate times concerning the XXXX status of XXXX account holder and has refused to accommodate by communicating in writing the reasons for holding the funds.
The depositor is in possession of the check. A copy of the check with the depositor photo ID has been uploaded to USAA, as have XXXX XXXX XXXX XXXX papers signed by both parties outlining the sale of the motor vehicle, a statement concerning the steps the depositor has made, text messages showing the conversation outlining the transaction selling the vehicle and a power of attorney. We also have a recorded phone conversation with the sender of the check agreeing to buy out the debt on the vehicle. The sender reports that the funds have been withdrawn from their account by their bank.
|
| 03/29/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XXXX ... CLAIMS TO BE VICE PRESIDENT FOR USAA USAA CONFIRMED THEY HAVE HIM WORKING ON MORTGAGES USING WIRE FRAUD, MAIL FRAUD AND DECEPTION ... ..USAA AND XXXX NEVER DISCLOSES TO ANY CUSTOMER THAT HE ACTUALLY WORKS FOR XXXX ... AN F RATED BUSINESS WITH THER XXXX XXXX XXXX ... AND THAT RATING IS TOO HIGH***FHA LOAN ISSUED WITHOUT HOMEOWNER 'S INSURANCE ON MARKETING, GOOD FAITH ESTIMATES AND ALL DISCLOSURES*** ATTACHED IS PARTIAL COPY OF THE CASE FILED YESTERDAY ... MORTGAGE FRAUD IS NOT A GAME IN FLORIDA ... IT IS A FELONY ... WE ALSO HAVE ***PREDATORY LENDING*** CONSPIRACY TO DEFRAUD CONSUMER, ***CONSPIRACY TO DEFRAUD U.S. GOV***CONSPIRACY TO MISLEAD CFPB*** ... ALL OF THESE DEFENDANTS LIED TO THE CFPB AND STATED WIND INSURANCE WAS MISSING ON THE DISCLOSURES ... THIS WAS STILL A VIOLATION OF EVERY LAW ON LOAN DISCLOSURE BUT ***THE INVESTIGATION REVEALED A MUCH BIGGER VIOLATON ... HOMEOWNERS INSURANCE WAS LEFT OFF TO DECEIVE THE XXXX AND XXXX YEAR OLD VICTIMS OF THIS CRIME*** IT IS ILLEGAL TO ISSUE A LOAN WITH FALSE, MISSING OR FRAUDULENT DISCLOSURES*** ALL MISSING/FRAUDULENT ITEMS NEEDED TO BE CORRECTED WITHIN 30 DAYS AND, IF NOT, LOAN IS NULL AND VOID UNDER TRUTH IN LENDING ACT AND FLORIDA LAW ... EVERYONE IN THIS CASE WAS FULLY AWARE THEY WERE BREAKING THE LAW ... IT IS TIME TO PROSECUTE ... THIS IS THE OLDEST SCAM IN THE MORTGAGE BOOK AND A PRIME EXAMPE OF WHY THE TRUTH IN LENDING ACT WAS WRITTEN/PASSED ... THIS LOAN WAS NEVER LEGAL/ENFORCEABLE OR COLLECTABLE ... WE HAVE ESCROW THEFT, ESCROW FRAUD, WIRE FRAUD, MAIL FRAUD, MISAPPROPRIATION OF FUNDS, FAILURE TO APPLY PRINCIPAL, THEFT OF HOUSE PAYMENTS, MORE ... SADLY ... THESE INDIVIDUALS DON'T FEAR THE CFPB ... ASIDE FROM THE MILLIONS IN FINES WE HELPED WITH AND GOT FROM XXXX ... EVERYONE ELSE IN THIS LARGE, COMPLEX, SYSTEM WIDE FRAUD HAS GONE UNPROSECUTED ... UNTIL NOW ... FILEDXX/XX/2019 .... IN THE CIRCUIT COURT FOR XXXX COUNTY, FLORIDA Case No. XXXX XXXX XXXXXXXX FILED XX/XX/2019 XXXX XXXX, Deceased AND XXXX XXXX, vs. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PETITION FOR CANCELLATION OF MORTGAGE DUE TO FRAUD Petitioner, XXXX XXXX, alleges : 1. PETITIONER ALLEGES several violations of Florida Statute 817.545. Mortgage fraud. VIOLATION OF FLORIDA STATUTE 817.45 SECTION 1. 2. We have a lender that provided Fraudulent loan applications. fraudulent loan disclosures, and fraudulent HUD-1 Statements in addition to committing and admitting Escrow fraud ... They committed the following violations of 817.45 Section 1.. We have Fraudulent mortgage, fraudulent deed, fraudulent uniform residential loan application, fraudulent other loan applications ; fraudulent HUD-1 settlement statements ; and all required disclosures are fraudulent. 3. VIOLATION OF FLORIDA STATUTE 817.45 SECTION 2, 2 ( A ) ... They defendants committed the following violations of Florida Statute 817.45 2, 2A ... " A person commits the offense of mortgage fraud if, with the intent to defraud, the person knowingly : ( a ) Makes any material misstatement, misrepresentation, or omission during the mortgage lending process with the intention that the misstatement, misrepresentation, or omission will be relied on by a mortgage lender, borrower, or any other person or entity involved in the mortgage lending process '' ... When a fraudulent loan is issued is has to be corrected within 30 days and signed by all parties. That never happened, This loan is null and void. 4. The senior citizen Plaintiffs were deceived with false payment estimates, mail fraud, wire fraud and false loan disclosures. A follow up investigation determined that the homeowners insurance was never included in the loan estimate, payment estimate, Good faith estimate, the HUD-1, nor was it included in any required disclosure form. The Entire Truth in Lending Act was written specifically to prevent these types of crimes against consumers. The defendants knowingly issued an FHA loan in direct violation of all state and Federal loan disclosure laws, they later collected on a loan that was illegally disclosed and never corrected as required by law whenafraudulentloanoccursforanyreason.Ithasalwaysbeenillegaltoissuealoanwithfalse, fraudulent or missing information. 5. The defendants in this case all knowingly committed a conspiracy to defraud the consumers and the Mortgage Insurance industry. The defendants also tried to illegally steal the home from these senior citizens using numerous fraudulent acts that I will disclose and provide evidence for also in this petition. 6 It is a Violation of 817.45 Section 2 ( c ) ... Receives any proceeds or any other funds in connection with the mortgage lending process that the person knew resulted from a violation of paragraph ( a ) or paragraph ( b ). That is exactly what transpired here. 7. Mortgage Fraud Under 817.45 ( 4 ) For the purpose of venue under this section any violation of this section is considered to have been committed : ( a ) In the county in which the real property is located ( b ) Any person who violates subsection ( 2 ), and the loan value stated on documents used in the mortgage lending process exceeds {$100000.00}, commits a felony of the second degree punishable as provided in s. 775.082, s. 775.083, or s. 775.084.
|
| 11/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On XX/XX/2023 I received a fraudulent request for a money payment via my account on XXXX. I thought it was someone that I knew so I mistakenly accepted the payment request and paid it thinking it was intended for someone else. When I realized that it was the wrong person and that there appeared to be a fee for foreign funds transfer which alarmed me as the name on the request appeared to not be a foreign request and in fact used an American name. I immediately contacted XXXX via their electronic immediate dispute process ( not speaking to a customer service rep directly but using an AI model ) to advise them of the error and requested them to reverse the charge before it went through as It was still showing as " pending '' via their. XXXX instantly denied my request and stated that the charge was " valid '' due to the fact that the transaction went through with no deviation from their process. I then contacted XXXX customer service directly and told them about the situation and they and advised me to attempt to contact the person directly and request them to reverse the charge and/or refund me the monies I sent in error. I attempted to contact the person on Sunday XX/XX/2023 with the contact number they had listed on the XXXX transaction information listed within the transaction information. After several attempts, they finally responded to me via text message and informed me that they would not reverse the charge and/or refund me, and told me they wanted me to file a dispute with XXXX. I told them I had attempted to file a dispute with XXXX and they had denied my request, and that I would be filing a dispute with my bank USAA and their response was " that would be best ma'am ''. I contacted XXXX again on Monday XX/XX/2023 hoping to resolve the matter XXXX more time before I filed a dispute with my bank USAA, and spoke to someone in customer service who said they would attempt to contact the person directly via telephone. They placed me on hold and attempted to call them. After several minutes the agent got back on the phone and said the person did not answer the phone so they committed to send them an email and would continue to try to contact them via telephone. The agent also advised me to file a dispute with my bank USAA and that they would " cooperate and help as much as possible. They also told me they would be back in touch with me regarding this matter. Since I had no other communication from XXXX at that time, I took their advice and filed a dispute with USAA on Tuesday, XX/XX/2023. USAA followed up with me for additional information by sending me a request for " additional information '' which consisted of them asking me for " a detailed description of the service ''. In my response I told them it " was not a service, but rather a payment I sent in error ''. I also sent them multiple screen shots of the fraudster telling me to file a dispute with my bank. I uploaded the information via their online portal which is used to submit documents to the bank. On XX/XX/2023 I received a notice from USAA via my online " inbox '' on my USAA account advising me that they had determined the transaction to be valid and stated the following " A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction ( s ) was not received. Based on the existing information in our records, there is insufficient evidence to support your claim ''. There was no further explanation other than I had not given them the information they had requested. This is false. To this day, I have not been able to contact the person whom the funds were sent to and no monies have been refunded back to my XXXX account or USAA credit card. The person has failed to respond to any additional request attempts and has blocked my number and will not respond to any further communication from me. I filed a previous compliant for this matter with USAA and was contacted by USAA on XX/XX/2023 and was told they did not have the " authority '' to reverse the charge as it would be PayPals responsibility and that I would need to contact XXXX. On XX/XX/2023 I spoke to XXXX who informed me that USAA never attempted to notify them that I was filing a dispute in order for them to initiate a charge back from the fraudster. They also informed me that if USAA would have followed the proper procedure and sent them the charge back request they would have reversed the charge as the money was still sitting in the fraudsters account at the time I contacted them. They also advised me that as a result of USAAs failure to file a charge back initiation the fraudster has since taken the money out of their XXXX account and closed it. XXXX asserts that at no time did USAA ever contact XXXX or request a charge back. Therefore, USAA failed to follow the proper charge back process and made a denial decision without even attempting to protect my rights as a consumer. USAA had every ability to start the charge off process and XXXX by their own admission would have returned the funds. Thereby, I have been harmed financially due to their lack of attention and/or action in this process. XXXX is unable to recapture the funds as the fraudster has closed the account and taken all funds in the account.
|
| 10/14/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
On XX/XX/2021, I was contacted by someone named XXXX XXXX via XXXX direct messaging, who claimed they were a representative from a record label, XXXX XXXX, run by the XXXX XXXX, XXXX, and that they potentially wanted to do business with me as an XXXX. They said researched my work and wanted me to fly to XXXX and meet with other staff from the label and discuss a deal. XXXX promptly sent me a compliance letter that said that they needed to access my bank accounts in order to send me funds to aid with any preparation I needed for the trip. I agreed to the terms of the letter and sent them first my bank account information from USAA Bank, where I had an account at the time. XXXX then had 2 checks deposited to my account at {$5000.00} each. After several days, the checks were found to be fraudulent. But not before I was asked by XXXX to begin sending some of money back to him via XXXX. His explanation was that those checks were from sponsors who could only wanted to make the check out to me since I'm the XXXX the sponsors wanted. The flight had to be booked with a private company and since the label was preparing the accommodations, they needed the money to help with those logistics. So thats when I had started sending several XXXX transactions back to what I thought were various staff people at the label. I did the transactions throughout the week of XX/XX/XXXX, until I had reached XXXX daily limits. There were so many transactions I was barely keeping up as you can not send large amounts of cash through XXXX. The transactions totalled about {$9000.00}. USAA had not contacted me that they suspected fraud until later, via letters they sent me, saying they wish to cease banking with me because they believe I was responsible. XXXX had also eventually closed my account.
I had also given XXXX access to another bank account I had, XXXX XXXX XXXX XXXX. XXXX and company tried sending a fraudulent check there and XXXX XXXX immediately spotted the fraud. They closed my initial account and issued me a new account number, no questions asked. I still hadn't realized I was involved in a scam at the time. But I had no choice but to let XXXX take action. Today, XXXX is the only bank I have available to me due their proactivity.
I gave a third bank account, XXXX XXXX Business Checking, that belonged to my business to XXXX in the hope of still being able to do business with the record label after USAA shut me down. At that point, more checks were issued to me. Several were sent by Same day FedEx in large amounts ranging from $ XXXX to $ XXXX. One check for XXXX, XXXX asked me to deposit in the XXXX XXXX on XX/XX/2021. I did so through the ATM Machine. Then I was asked to spend some of that money for myself and take out {$1000.00} and send to him through gift cards and more XXXX transactions. This is when I began to get uncomfortable because up until this point, everything was electronic and now I had to do more transactions in real time. Thats when the tactics changed. About a week after the XXXX XXXX check was deposited, it was returned. I told XXXX about all the returned checks and he urged me to press on assuring me he would fix the bank situations. As frustrated as I was I didn't feel like I had any other choice but to let it play out as he told me he didn't need any money from me, just the access to my accounts. XXXX attempted to pay my credit card debts as well. I owed {$7600.00} to a XXXX XXXX credit card and he attempted to pay that in full. He also attempted to pay off credit card accounts I have with USAA. One had a balance of about {$5800.00} at the time which is under a credit repair program from a previous unrelated financial situation and the account not usable. The second USAA credit card was much smaller and one I used for emergencies. All of those payments were eventually returned.
The final case that made me realize this was real scam, as elaborate as it was, was a final check to a 4th bank account I had with XXXX. I was sent another $ XXXX check. It was first sent in the name of my XXXX, XXXX XXXX XXXX. When I tried to deposit it with XXXX, they wouldn't let me even as I proved the business belonged to me. So I told XXXX and he promptly sent me a check with my name on it for deposit on XX/XX/XXXX. The check was cleared by the bank and deposited to my savings account. XXXX then asked me to take out {$15000.00} cash and wanted $ XXXX in XXXX gift cards. So I did that and sent him the codes on the back. The remainder $ XXXX was sent at a later date, also with gift cards. Days later, XXXX tells me that the check was returned with my account frozen. XX/XX/2021, I was due my monthly payment for XXXX XXXX XXXX from the VA and those checks go to my XXXX account. When It was deposited, my account being frozen prevented me from accessing those funds. I have a total of {$3800.00} in that account that I can't touch because it goes toward the amount of the returned check, which after the $ XXXX cash left $ XXXX negative balance.
XXXX has informed me that my account has been assigned to specialist to investigate the fraud but I haven't received any notice since. USAA has terminated their banking services with me. And XXXX XXXX has closed my fraud claim and my accounts with them.
|
| 08/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
Financial accounts closed due to theft/Fraud.
After returning from several years of service in XXXX I closed my USAA Bank checking and savings accounts because I had too many fraudulent transactions on my statements and USAA failed to resolve them. I closed my USAA credit card in XXXX after fraudulent transactions appeared on my account and it took enormous efforts to get the fraudulent charges removed, unlike service I received from other credit cards. In XXXX I opened another credit card account with USAA Bank, but closed it after only a year because of the same service and security/fraud issues. Since XXXX I have never used any service from USAA Bank and have repeatedly asked USAA to not use my information for any purpose, but they refuse and continue to send me marketing materials.
Insurance accounts closed for privacy rights violations.
USAA routinely used information obtained from me to solicit other services and products without giving me notice of their intent to use my information or the option to opt out of their marketing. For example, my cars were insured by USAA since the mid-XXXXs and I have never given USAA permission to use my account or personal information for any purpose other than the insurance I purchased. Nonetheless, I received a call from someone who claimed they were from USAA and said they noticed from my policy information that my cars were getting old and they could help me select and finance new cars my response was NO and dont ever call me again for any reason!
I cancelled my home insurance policy with USAA in XXXX and cancelled my car insurance in XXXX and told USAA that I did not plan to use any USAA service ever again so please close my account and cancel my membership with USAA.
Retaliation By USAA.
After receiving additional marketing materials from USAA after I closed all my accounts and cancelled my membership, I went to my USAA account on-line and changed and deleted my information. USAA retaliated by permanently locking me out of my on-line account. I have called USAA several times and asked them to please do not send me any more marketing materials and do not provide my account or personal information to anyone for any reason, but I continue to get marketing materials from USAA even though I have not done any business with them for over seven years and repeatedly asked them to not use my information for any reason. They routinely tell me to log onto my account and make any changes, but they know they have permanently locked my out of their system in retaliation for my previous attempts to stop them from using my information to solicit future business from me.
As soon as Californias Consumer Privacy Act was implemented in XXXX I requested that USAA delete my personal information, but received no response. I continued to get marketing materials from USAA so I made additional requests to delete and not use or share my personal information again this year ( XXXX ). USAA sent a response to the on-line account they have permanently locked my out of so I sent a letter to the president of USAA with copies of my requests.
Continuing Violations by USAA.
On Friday XX/XX/XXXX I called USAA to again ask they to please stop sending me marketing materials and they said I needed to log onto my account to make changes. The USAA representative acknowledged that I was permanently locked out of their system and said she could not authenticate me to issue a new log in. USAA is used to dealing with soldiers who have limited freedoms and privacy rights. They have collected my financial and personal information for decades while failing to secure that important information and violating my privacy rights by sharing my information and using it without my knowledge or permission. I have not done any business with USAA for over seven years and will never do business with them again, yet they hold decades of my financial and personal information which they continue to use in a sloppy manner disregarding all my requests to safeguard this information and not disclose it or use it for marketing or any other purpose. My requests to delete the information have also been ignored. I do not want my financial and personal information in the hands of USAA. A detailed inspection of USAA records will reveal decades of lack security, theft/fraud and disregard for the privacy rights of its customers.
I plan to file a lawsuit regarding USAAs violations of my rights, but most soldiers and former soldiers cant pursue a lawsuit against USAA and USAA knows this. Therefore, I am asking the CFPB to investigate all incidents of theft and fraud to identify and stop any routine acts of theft/ fraud by USAA or its employees. I am also requesting that the CFPB stop USAA from using and disclosing information from its customers for marketing when they have asked USAA to stop. If USAA is allowed to keep my financial and personal information indefinitely, then I ask that a complete security audit be conducted of USAAs security systems. I refuse to do business with USAA because they have failed to protect my financial accounts from fraud/theft in the past, and they continue to violate my privacy rights on a regular basis in complete disregard of federal and state laws.
|
| 03/02/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
XXXX XXXX ( XXXX # XXXX ), the loan officer assigned to my mortgage application, based on her incorrect understanding of VA regulations, deliberately falsified income information on my mortgage application before passing it to underwriting resulting in an unjustified denial and increased personal cost.
Background : My wife and I applied for a VA Loan using my VA entitlement. My wife is also a veteran, but her status is immaterial to this instance as her entitlement is untouched. I am an engineer making roughly {$45000.00} annually and she is a XXXX making roughly {$54000.00} annually. We also receive VA XXXX of roughly {$3300.00} monthly between us. Total household income is approximately {$10000.00} monthly, after taxes. Our outstanding monthly debts total less than $ 2500 monthly and include an existing six-year-old mortgage on a house in XXXX, TX paid at {$1000.00} monthly, including taxes and insurance, of which I am the sole owner.
I recently accepted a position in XXXX XXXX, Missouri and relocated to temporary lodging in that area in XX/XX/XXXX while I searched for a suitable home for our family. My wife remained in Texas at her current position due to contractual requirements and family preference. Our intent was to vacate and sell the Texas home during spring and summer of XXXX, generally the peak hiring season for teachers. While exact salaries would change slightly, there was never any intention for my wife to cease working and her marketability and income earning potential are both strong enough to lead a reasonable person to believe she would maintain employment. We decided to apply for a mortgage of roughly {$420000.00}.
USAA claims to be unable to provide the exact information input on the mortgage application or what was eventually submitted to underwriting. However, the denial letter clearly states that the loan was denied for two reasons : excessive obligations in relation to income and temporary or irregular employment.
Further investigation revealed that the information received by underwriting did not accurately reflect the realties of the situation, and instead relied on an incorrect and incomplete understanding of the rules and regulations set out by the VA.
Issue # 1 : Our application was made as a VA joint loan despite not meeting the criteria for such a term. VA Pamphlet 26-7, Chapter 7, Section 1 lays out the applicability of joint loan considerations. Part ( a ) of that section specifically states the following : A loan involving a Veteran and his or her spouse will not be treated as a joint loan if the spouse is : not a veteran, or a veteran who will not be using his or her entitlement. As stated above, my wife did not use her entitlement meaning this loan can not be treated as a joint loan.
Issue # 2 : My wifes primary residence should never have been considered. The occupancy requirements detailed in VA Pamphlet 26-7, Chapter 3, Section 5 apply only to those veterans whose entitlements are usedthats me. The cause for consideration was the treatment of the loan as a joint loan, contrary to established procedures, as spelled out clearly in the email between XXXX XXXX and myself.
Issue # 3 : My wifes income was incorrectly listed as {$1.00} annually. This was done to capture that my wife would not be able to continue her employment in Texas and so her income will not continue. As stated above, this was never the case. VA Pamphlet 26-7, Chapter 4, Section 2, contains instructions on how to treat income, including special considerations for consideration of spousal income and unstable or truncated income. To be clear, there is no interpretation of these regulations in which a gainfully employed spouse should have their income discounted entirely on the basis of geographic position. Even if other negative factors such as employment length play a role, there are procedures for proration of income. While XXXX could have listed the correct income amounts and detailed the extenuating circumstances, she chose instead to list the {$1.00} figure. This is especially problematic because it reflects a loan officer exercising judgement apparently reserved for underwriting.
During our discussions, I raised issue with the XXXX methodology, and cited the guidance in VA Pamphlet 26-7 several times. XXXX was adamant in her perspective despite ample evidence to the contrary. XXXX insisted that this was a VA Joint Loan. XXXX applied a fictitious primary residency requirement to my wife. XXXX took it upon herself to make a determination of suitability about my wife 's income.
While I understand there was no guarantee of success with the mortgage application, Im fairly confident it would have been acceptable had the correct information been includedseveral other lenders raised no issue at all with our situation, and we have since been granted the mortgage.
Instead, there was substantial time wasted in dealing with a loan officer who refused to accurately present our financial situation. The application was subsequently denied, and by the time I was able to apply with a more capable institution, interest rates had increased by XXXX basis points. This debacle directly caused an increased financial burden for my family.
|
| 02/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
|
|
On XX/XX/2021, I contact USAA in regards to my XXXX XXXX and my Visa XXXX card as they have left a message trying to collect a debt since I was behind by a few weeks. I spoke to Member debt dissolution department and I had advised that was I have been financially impacted by the coronavirus pandemic and need help. They took information from me to update and asked questions about my husband work. They also asked me if I had received my Stimulus check from the government and perhaps I could pay the debt with the money. I was mad at the comment and I told the gentleman on the line ( which they keep recording of it I forgot his name ) why would he even ask me that? I told him the stimulus money was for me to make sure I have food for my XXXX children all under the age of XXXX. That I could not use that money to pay a debt, I told him I would rather have a XXXX FICO score than take food away from my children that was no brainer. I asked if that was even legal of him to ask me that since we are living such unpresidential times? to which he responded never mine ill transfer you to the to the credit card servicing debt. I got transfer and the lady advised that I qualified for a 3 month forbearance period and my next payment would be in XX/XX/2021 and that two letters will be following explaining the terms and all the information needed. A week went by and on the XXXX of XXXX I received another phone call from the member debt dissolution center department trying to collect a debt, I had advised that I had already spoken to the Credit card servicing debt department and that had already approved me of a forbearance until XX/XX/2021 that I did not need to worry about it. I asked why were they calling me if this had already taken care off, the guy on the line advised that he could not see that on the system, I told him to please look at his notes as I know they take notes and it should show on the file that I has this conversation on XXXX of XXXX on regards to this. He look and proceeded to transfer me again to the Credit Card Servicing Debt department in which after looking they saw that yes it was done and added an additional note that I had been approved and that the debt collection department did not have to call me. They also advise two letter were going to follow up explaining the forbearance process and that I did not have to pay anything until XX/XX/2021. On XX/XX/XXXX I get another call from the Member debt dissolution department I spoke to XXXX ID XXXX she advised that I had a debt that they needed it to collect, from this point forward it became a XXXX hour called back and forth with different representatives, she transfers me to XXXX in the Credit Card servicing solutions, XXXX goes and tries to run both cards for the forbearance and advices that the system gives her a prompt stating that I was approved on XX/XX/XXXX of the forbearance for both card the XXXX XXXX and the XXXX Visa, I asked her why the debt collections department can not see this- she added that she did not know. she added a detail note on this and advised me that I was fine but she could not understand why the system was not creating the mail for prove that I have been approve of this forbearance she transfers me again and I am back at the debt solutions department on the line with someone which I did not know that I was transfer to that department as I was on hold with with XXXX since she was verifying why I was not receiving my letter and they were not showing on the system. She trasnfer me back to the Credit Card Servicing dept and I was on the phone with XXXX ID XXXX she was on the phone with me but could not see why I was not receiving the approval by mail but the system seems to have approved me since the XXXX of XXXX at this point she transfer me to XXXX she refused to give me her ID number as they are management and they are not allow to give it ( I did not understand why she could not give it but I was not going to have an argument about it, I was already frustrated as it was 2.5 hours on the phone already with zero resolution to this matter ) I told her to please look at the notes because she kept telling me I was not approve but she was not even reading the file with the notes from 2 prior calls, she finally was able to see that I had been approved for a forbearance until XX/XX/2021 for both cards XXXX XXXX and XXXX Visa and advised to give it a couple of day. I told her I have been waiting since the XXXX of XXXX I told her the only letters the system is generating are the ones trying to collect a debt, nothing else. she said that she can see that I have been approved but can not figure out why it was not generating the necessary paperwork for me to have on record. she went ahead and said she will sent this to IT that maybe there was a glitch in the system. Nothing got resolved. I spoke to her in regards to the fact that on a previous call I was ask to pay with my stimulus money and she advised that USAA is not supposed to be asking customers to pay with their stimulus. she said that she would escalate the situation. today is XX/XX/2021 and the system has yet to generate my forbearance approval and I am still getting harassed by the USAA debt collector department.
|
| 04/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
On XX/XX/2022 I received a debit card in the mail for a checking account which I did not open with USAA bank. I am unable to open an account with USAA because I am not retired or active military, nor do I have any immediate family in the military who banks with USAA, which are requirements to open an account. I contacted USAA on XX/XX/XXXX to inquire about the debit card I received but member services and the fraud department both refused to give me any information regarding the account because I could not provide them with a member number which I explained why I didn't have. When I asked to have the accounts closed because they were in my name and 100 % fraudulent I was told by XXXX in the fraud department that she could not complete my request because I could not prove the account was mine. After a very frustrating conversation she very rudely told me to have confidence in their security department because they did their own in house investigations and they would look into the account and in 1 to 3 business days determine if the account was fraudulent or not and decide if the account should be closed. She discouraged the idea that local law enforcement would be helpful because she said they wouldn't provide any information to them either. I asked if I would be notified one way or another or if I could call back to find out what was decided and she told me no, because I was not a member. I had a coworker who was victim of the same exact ploy a week prior to my receiving the debit card and she had determined that multiple accounts were open in her name. So I asked XXXX if she could tell me if there were any other accounts open in my name because I would also like to mark them as fraudulent and have them investigated ASAP but she rudely explained to me it was impossible to have more than one account in the same persons name. She proved to be very wrong because as of today, XX/XX/XXXX, I have confirmation that at least FIVE fraudulent accounts with USAA are/were open with my information.
Each time I have called USAA to try and get my arms around this situation I have had to sit on hold for a ridiculous amount of time, and sometimes I'm not even able to get through because the phone line goes dead after a little over 2 hours. I have spoken with one other USAA representative, XXXX, on XX/XX/XXXX who was much more cooperative and concerned about the issue than XXXX was. He explained to me that the thief ( ves ) opened all of the accounts on the same day before the system could recognize that the same information was being used for multiple accounts, then soon after the accounts were overdrafted by transferring money from one fraudulent account to another and the amount withdrawn before penalties occurred.
I have received 4 letters from USAA stating I owe them what totals to {$770.00}. XXXX assured me the 4 accounts I knew about at the time would be closed by the end of the day, but when I tried to call back I was unable to get through to anyone to get confirmation. I plan to call again until I can get a document stating that the accounts are closed and that USAA recognizes that I am not responsible for any of the debt. I understand the ploy is not necessarily USAA 's fault, however they were not at all easy to work with in figuring this issue out and I would think a military bank would have better security measures than to allow a ploy such as this one to take place. I asked for a phone number, email address, or the DoD number used to create the account so that I could pass it on to law enforcement in hopes that something more could be done to find the person ( s ) responsible and was told the information could not be provided to me. I can only hope that USAA is taking that information and actually attempting to follow up on it so that there may be a chance the person ( s ) holding/using my information will be caught.
This experience has caused extreme stress and I've had to take several measures to try and protect my credit from being affected/damaged by this. So far I have placed a fraud alert on my credit report, filed an identity theft report with the police, filled out numerous complaints ( Department of Consumer Affairs, IC3, Federal Trade Commission ) and I'm in the process of working with the IRS to have a pin # placed on my social security number for tax filing protection purposes.
This same ploy was used with myself and two other coworkers ' information. They also had difficulty getting USAA to understand and assist with the situation. We believe our information was stolen through the company we work for but the company has been uncooperative in our efforts to have this investigated and they continue to tell us there is nothing proving that the data breach occurred at work. We wish that a law enforcement agency would assist us in gathering information from USAA regarding the accounts that were opened so that we would have some comfort in knowing someone might be caught and prosecuted for this. We have no way of knowing if/when our information will be used again and have no easy way of preventing it from happening again. A simple attempt at locating the person ( s ) responsible would help ease our frustrations.
|
| 08/06/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
Servicemember |
|
Copy of Letter sent to USAA Bank Attention Legal/Dispute Department : In XXXX of XXXX XXXX XXXX and I separated it was at this point I contacted USAA Bank to request that account that I was informed I was being held jointly responsible for with XXXX XXXX to be closed. I was advised that because he was the primary on the account I could not close the account until I had a divorce decree. Although this seemed completely unfair and quite simply ridiculous I agreed. In XXXX of XXXX the divorce was finalized I sent all required documentation to USAA requesting the account be closed immediately and my name be restored on all accounts. Time passed and my maiden name was restored to my accounts and I no longer saw the account that I was an authorized user on ; at that point the balance was {$4500.00}. My assumption was that since my name was restored and the account was not listed for my view that the situation was rectified. Fast forward seven years XXXX XXXX contacted me and advised me he was filing bankruptcy which confused me because we have no business dealings together. He advised me that he was allowed by USAA to reopen the account and my name was left on therefore I was going to be responsible for his debt. I immediately contacted USAA and spoke with several agents. XXXX employee # XXXX advised the account was closed but was in fact reopened at the request of XXXX XXXX because he was the primary? If that be the situation then my name remaining on the account constitutes fraud. I was then transferred to XXXX # XXXX who said the account was not reopened, it was never closed. Then she changed and said she couldnt tell what happened because the records did not go back that far and recommended I place a dispute online, as there was no one I could speak directly to resolve this issue. I attempted to place the dispute online but was having trouble because I did not have an account number so I called back and spoke with XXXX # XXXX who was helpful in navigating me through the dispute process and sent me a copy of all available statements so that I could prepare to attack this problem from a legal aspect if necessary. I updated all my contact information with XXXX and she assured me I would be contacted if this issue was not resolved. Fast forward to XX/XX/XXXX I received an alert from by XXXX XXXX that there was a negative posting on my credit bureau. USAA had placed a charge off on my credit. I was never contacted, never received any notification of the account and nothing stating my dispute was not valid. Again, I contacted USAA and spoke with several agents. After explaining the situation to XXXX # XXXX, I was immediately transferred me to XXXX # XXXX. XXXX advised me she saw no dispute on record. How is this possible when a representative assisted me in filing the dispute a year ago? She then transferred me to XXXX # XXXX, I wanted to speak with someone regarding this nightmare. XXXX advised me there was no one I could talk to. My options were to file another dispute online using account # XXXX or to send my dispute in writing. Since placing the dispute online was not effective in XXXX, I have elected to send a certified letter. She gave me the address and assured me if the dispute was sent certified that it would be signed for and the situation investigated.
So that brings us here. I do not understand why I was not allowed to close the account in XXXX of XXXX and I certainly do not understand why he was permitted to reopen the account after I closed it. Because he is the primary? I do not understand why this account is being allowed to impact my credit. I am a responsible adult. I pay my bills. I have good credit and work had to insure it stays that way. I am asking that this situation be reviewed, and a fair decision be made in consideration of all the facts.
I understand that had XXXX XXXX elected to stop paying the account when I requested it to be closed I would have been held responsible for that balance and in truth I would have paid it. I would not have been happy about it, but I would have handled my business.
I am asking to have the derogatory rating be removed in its entirety from my credit bureau and if it is determined that I owe the balance as it was when I requested the account to closed ; {$4500.00}. That the balance be transferred to one of my existing USAA accounts, displays in good standing and I be allowed to pay it over time as I would have been in XXXX.
I never used this account ; I never activated a card. All these facts I am sure you can validate with your records. What I am requesting is to be treated fairly. I have done everything the agents of USAA Bank advised me to do and yet here I am.
I will send a copy of this letter to each Credit reporting agency to document my dispute as well as the office of the Attorney General in the State of Missouri to ensure my objections are heard.
Again, all I am asking for is to be treated fairly. I look forward to speaking with someone from your department regarding these issues. Please be aware I work the night shift ; XXXX and will not be available during those times. I can be reached at any time XXXX at XXXX.
Thank you for your time.
XXXX XXXX
|
| 12/13/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I was at the store shopping and checked my account to see how much funds were available, and I notice there was a warning banner saying I have a cancellation pending and I needed to pay {$10.00} so I did. I just thought it was something incidental as I prepaid my policy until XX/XX/XXXX so there couldnt be a cancellation. Since it seemed minor only being {$10.00}, I never thought much of it, even though when I got the policy the associate told me that when I prepay if any adjustments are made it would appear on my next bill. I looked at my bill due on the XXXX and saw the {$10.00} was included on it. The very next day when I got paid, I decided I would pay my next 6 months just to get it out of the way and when I went to do so my policy was gone. This prompted me to contact USAA to find out what is going on.
When I called USAA, the associate said yes, your policy was cancelled for nonpayment. I asked how was a policy that I paid in full for 6 months be cancelled for non-payment, prior to the expiration of what I have paid for in advance. Then the associate said it was due to an adjustment that apparently, I made. I disputed this as I havent touched my policy since I signed up back in XXXX, as I had zero reason to look at it. The associate put me on hold for a long time and came back saying Well this is all automated so we cant do anything. I said OK but the associate said any new charges would be on my next bill when I renew my policy. The associate said yes, this charge was from XXXX bill, and I didnt pay it, so you cancelled my policy. I explained I didnt have a XXXX bill I had a XXXX bill that I paid my insurance through XX/XX/16 and then I had a XXXX bill for the next 6 months, as I did not pay for a prepaid policy just so I could still make monthly payments, this is ludicrous.
After going back and forth with the useless associates, I said fine I dont really care about the why, I just need my insurance back on. The associate was more than happy to help with that, I guess it helps with her numbers when you get as much money as possible out of your customers before XXXX. The associate comes back and says Ok, your policy will be over $ XXXX for the next 6 months and we need it all now and looking at my account after just getting paid I noticed that USAA really did have my back as they were leaving me with {$9.00} to make it through XXXX and XXXX. The ever-friendly associate said hey we can fix this ; Ill increase your deductible to {$1000.00} and this will bring your total to $ XXXX still this was over {$600.00} more than what my bill was supposed to be. I questioned what was going on as this is severely more expensive than what my bill said just yesterday. The associate says uh thats because youre in a higher bracket now since your policy was cancelled for non-payment on the XXXX but the good news is the {$10.00} was paid so you wont see that again So instead of {$280.00} as it says is due on XX/XX/16, which wouldve been reasonable given XXXX around the corner, USAA is like let 's just add a XXXX behind it to bring that payment from hundreds to thousands and then we can tell him how much we are valuing him.
I spoke to so many people yesterday and I really have to say every one of them said We value your 24 years of membership and while in the past that statement always made me feel USAA was different, this experience has shown me exactly what you valued about me as a member. The only thing USAA values about my 24 years of membership is the money they continue to extort from me instead of holding true to our agreement. If USAA valued me then this wouldve never happened over {$10.00}, this only happens because USAA values my money and saw a chance to cancel me so they can say I was cancelled for nonpayment to put me in a higher bracket.
Now I know you will say this is not true and we value all of our money sources, oops I mean members, but to cancel my PREPAID policy for a {$10.00} fee that was already being added to my XXXX bill and actually paid the day it was supposed to be cancelled, then to charge me an additional $ XXXX for the same policy due to me now being a payment risk, yet I have paid in full once again. I know every one of you has said our hands are tied, this is automatic but that is not true. This can be fixed and reversed, I worked in insurance sales and as an attorney representing insurance companies in Court. Now I am the supervising attorney for the Maryland Court system and if a client came in with this exact situation you can bet, we would be helping them sue the violator or assist with filing a complaint with the XXXX XXXXXXXX XXXX. I dont want to do this as because I have been with you for 24 years but unless this gets resolved I will pursue every legal avenue possible, as well as a social media campaign and contacting my government representatives. To USAA {$800.00} may not seem like a lot but I can guarantee, win, or lose, Im an attorney that is experience with this area of law so my legal fees are free, but USAA as a bank that is required to have legal representation so you will be losing way more than the {$800.00} you have extorted from me.
|
| 10/27/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
I bank with USAA, and I want to start this off with usually I have received the highest level of customer service from USAA. However, with this recent incident with USAA has reminded me that they are not looking out for the best interest of the customer and will hide behind any loophole. Any time I have had an issue with an account, when my loans auto payment did not work correctly and they were past due. They called me, let me know, we made a payment and fixed the issue with auto pay and since then there hasn't been a issue with auto pay. If there was an occasion that I was behind a few days on my CC, I would promptly receive a call informing me and I would login and make a payment.
I currently have 2 Credit Cards with USAA. One I have never used and the other I have used only as an emergency card. In the 11 years that I have been with USAA, I have rarely had to use my card, but I have always made my payment or paid it off, never late. When Covid happened and everything shutdown, I was forced to utilize my CC in order to make rent and meet my bills. Quickly I saw the balance on my card peak at {$6000.00}. After a few months I was able to regain a foothold of our finances, I was able to stop using my CC and start looking at how to pay it off. I was able to make my minimum payment every week always on time and never late. After over a year of making payments towards my CC trying to pay it down, I was able to get the balance below {$3500.00}. On XX/XX/2021, I was able to payoff the remaining {$3200.00}. I was so happy, I can not explain the release of stress I had once I made that payment. I cried out of joy that we were making progress and that the burden of at least CC debt was taken care of. I checked for like a week to make sure everything was good and then I hide the account on my homepage and quickly went about my life being CC debt free. I recently had my credit ran and for the first time in my life I was a XXXX score. I was proud of what I had earned. Things are going good, all things considered with the pandemic and all.
Then due to covid, my wife ended up being released from her employment, as well as our babysitter was no longer baby sitting. I was faced with being the only paycheck and having to meet all of the bills. I am proud to state I have been able to maintain all of our financial responsibilities and we have not been in a danger of having to consider using the CC. I have been able to make progress towards paying off my other USAA consolidation loan, in my attempt to claw my family towards being free of all debt.
On XX/XX/2021 I wake up to a alarming amount of emails from XXXX XXXX informing be that I have negative marks on my credit and that I have an outstanding balance. I quickly jump into investigation mode to find out what is happening and if this is and error or not. I quickly discovered that my USAA account was {$9.00} past due. I was shocked, confused and scared. Just as quickly as XXXX XXXX informed me, I just as quickly made a the payment and paid off the card, again. I called USAA to find out the issue and how to get it resolved. When I informed the 3 different departments of what happened they all were confused as to while no one called to inform me of a {$9.00} payment. They did inform me that the residual money added after the fact was interest. There was never a point that I was unable to make the payment, I was 100 % completely unaware of the fact there was even a balance, as previously stated I had paid it off, no one made any attempt to make contact with me. I work off my phone so I know no one called me as I can always answer and USAA confirmed that I was not called relating to this bill. They state that I was sent an online statement to my USAA account ( doesn't even say URGENT or LATE or PAST DUE ). That I was mailed a single correspondence regarding the bill, that I did not receive this notice and still have not received it since the time of this writing. I do not know if these can be updated but if i receive the notice I will update. Again if I recieved a bill saying I was 3 months past due and my credit was about to be hit by a truck, I would have easily made the payment like I did once I found out about it.
Regardless of the fact that I have been with USAA for 11 years with a perfect record. I have started my credit with them and built it all the way to a XXXX. All the accounts and services I have with USAA and ones that I am currently looking towards adding, all in perfect standing. Even though USAA has said they should have called me to inform me, and they will pass along the info so it doesn't happen anymore. For me they cant do anything because they sent me 2 digital statements that I haven't opened in my 11 years with USAA and I still do not fully understand where it is or have been able to find them. I watched over the past few weeks of dealing with this my credit drop from a XXXX to XXXX and each one of my bureaus get hit and tank. I feel as though my hard work and care full planing was just erased and ripped from me. I do not understand how a company that is about customer first can treat a loyal customer like this.
|
| 12/08/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
|
|
XX/XX/XXXX : XXXX - contacted by text by someone impersonating XXXX XXXX XXXX to set up an interview with their Hiring Manager via XXXX or XXXX.
XXXX - Interview took place via XXXX- through text. The job seemed challenging, the company seemed legit ; so when the guy asked me to hold while he checked with his superiors, I waited. XXXX the company & jobs by them in the meantime. Nothing seemed off enough to warrant pulling the plug.
Among the benefits originally offered was the purchasing of home-office equipment, which Id heard of before.
XXXX - the guy asked me to check my email. Enclosed was a job offer, which I accepted.
The guy told me the paperwork would be coming soon for me to fill out & sign. Once all the paperwork was taken care of & the companys office equipment was set up in my home, I could start the job.
I was asked to take pictures of my workspace & a headshot for a company card The company would be mailing it me a check to purchase home-office equipment from specific vendors that the company had existing business relationships with. I was to document each transaction precisely to report back to the accounting department.
I was then asked how soon I could start. I said as soon as possible.
The guy then offered to email the check for me to mobile deposit. I didnt even know that was possible & I was surprised it would even work.
XXXX a cashiers check for appx {$4500.00} from a local business was emailed to me.
The guy then gave me XXXX information of the vendor I was to pay. Since my daily limit was maxed out at {$1000.00} he asked me to transfer the rest to XXXX & send via friends & family, which I did.
3 hours later, the guy asked me if I had the chance to go over the contract yet. I said yes & asked him to whom I could address all of my questions. He responded to himself.
I sent him 10 questions, 9 of which he answered satisfactorily. The tenth one I asked again. His answer was again weird ; but it was one out of ten, so I decided to trust him. I filled out & signed the contract ; IRS form i-9 & w-4.
XX/XX/XXXX : XXXX - the guy contacted me ; the HR department had received my paperwork. There was one more check to send out to cover the rest of the equipment. I received another cashiers check in the amount of {$4500.00} I sent my daily maximum of {$1000.00} via XXXX
We then attempted to figure out how to send the rest. He said the vendor preferred not to use XXXX. There followed a series of frustrating attempts to open XXXX ; XXXX XXXX & XXXX XXXX. I contacted XXXX customer service & XXXX customer service.
They both congratulated me on getting a new job & were very helpful in getting the money transferred out so I could begin earning money as soon as possible.
Saturday for me is a religious day. When I attempted to log onto my bank app afterwards I was informed my account had been locked. I called the number provided & was informed that this is a known scam. I asked why none of the representatives I spoke with on Friday had mentioned anything. The fellow I was talking with didnt reply.
The first check bounced the day before XXXX. The account being drawn from was closed.
I called XXXX & asked what the story is now. The lady who answered said Id have to wait for the other check to bounce.
I asked if XXXX would take any responsibility due to the fact that three of their representatives did not say anything to me about scam possibilities. She laughed at me. Oh no! XXXX takes no responsibility for scams! They certainly wouldnt mention anything like that to their clientele.
Once the second check bounced I called again ; I asked if XXXX could work with me to set up a payment plan. They said no. I asked what was being done about attempting to catch this guy. I was still in contact with him & was pretending to be stupid to draw out as much information from him as I could ( I knew it was a man. He had left a voicemail over Saturday. ) I was informed that nothing was being done & I would be fully responsible.
The next day I tried one more time. I spoke with different representatives this time. I told them I had been able to get two other company checks from the scammer by telling him that the pdf wasnt working : one from XXXXXXXX XXXX & one from a tiny local bank down in Florida. I asked them if the bank would cooperate with me in attempting to create a payment plan for me especially since I had never heard of a scam this comprehensive & their fraud department made it sound like it was a known scam To both questions I was told that the bank would not take any action but that I was fully responsible.
Help!!!!!! They called again last night & said they were going to take the matter to collections. The scammer if clear & dry & hes just going to do this to more & more people. I copied some of the script he sent me & googled it. There was a posting from back in XXXX! Only hed made it better since then Please help I have submitted a fraud report to the FTC ; the attorney general & the social security administration. I also attempted to contact my local police department but havent heard from them
|
| 02/28/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I booked four rooms at the XXXX XXXX XXXX ( XXXX XXXX XXXX ) XXXX in XXXX XXXX staying XX/XX/XXXX using XXXX. Per the published policy, I was allowed to cancel the reservation with no charge/penalty before XX/XX/XXXX. If I failed to cancel by the deadline I was informed I would be charged for one nights stay ( {$160.00} per room ). I reserved the rooms using my USAA Bank XXXX XXXX Card.
On XX/XX/XXXX I cancelled the reservation for all four rooms using the XXXX website and received cancellation confirmations via email from XXXX.
On XX/XX/XXXX I noticed I was charged a one night stay for all four rooms. I immediately called the XX/XX/XXXXXXXX to inquire and provided the same information as above. The reservations department at the hotel advised me that the rooms had been booked twice in my name, once through XXXX and once through XXXX, resulting in reserving eight rooms, not four. According to the XXXX XXXX XXXX representative, the XXXX cancellation was processed and no charges resulted, however, four identical XXXX reservation incurred a one-night charge for a no-show of {$160.00} per room. The hotel explained they would be unable to refund the charges and I would have to contact XXXX to resolve the dispute.
ISSUE : At no time did I make a reservation using XXXX. I was required to provide names for each room using the Hotels.com reservation system and therefore am 100 % positive I only booked the four rooms. I have contacted the hotel, my bank, and attempted to contact XXXX. The bank requires a XXXX invoice to dispute the charges, however, since I didn't make the charges I have no invoice to provide. Further, I do not have a XXXX account and do not understand how the duplicate reservation occurred outside of a hotel system issue or fraud. I have provided documentation to support everything in this complaint to USAA.
TIMELINE : On XX/XX/XXXX The XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) informed me they would not be able to authorize a refund and I would need to work through XXXX. I attempted to contact XXXX but found no telephone number for customer service. The only way to contact XXXX with an issue is to provide your account information or confirmation information, neither of which I have because I dont have an account and didnt make a reservation using their site.
On XX/XX/XXXX I contacted my bank, USAA, to dispute the charges. I provided the background information along with the XXXX XXXX XXXX response and notified them of XXXX 's lack of response.
On XX/XX/XXXX XXXX sent an email to my primary XXXX account asking whether or not we stayed at the XXXX XXXX XXXX XXXX, to which I responded no by clicking a button at the bottom of the message. Immediately I received a notification stating a representative from XXXX would contact me shortly. To date I have not been contacted. I attempted to login to the XXXX website using the XXXX email address at which they contacted me, however, no account information can be found using my email address. I have a screenshot that shows there is no account associated with my email address, the same email address XXXX used to correspond with me about my cancellation.
On XX/XX/XXXX, USAA contacted me to request additional information to include XXXX invoices. In response I provided a copy of the reservation I received from XXXX which includes the cancellation policy along with the cancellation confirmation and a narrative response to several questions. However, I was and still am unable to provide a XXXX invoice since I have no account and never booked a hotel using their website. I included screenshots showing no XXXX account exists with my email address.
On XX/XX/XXXX, USAA informed me the transaction was valid and I was responsible for the charges. Specifically they said : " Without supporting documents associated with these charges from XXXX ( as these are seen as separate from XXXX ) we have no dispute rights and are held to the hotel 's no-show policies. As accounts on websites such as XXXX are not required to make reservations, the confirmations would be needed. If you've since been in contact with XXXX and have obtained more information regarding this transaction, please let us know in a letter and we'd be happy to review it. '' On XX/XX/XXXX I contacted USAA by telephone to speak with a banking representative. I was told to leave a number and someone would contact me to discuss the dispute.
On XX/XX/XXXX a USAA bank representative returned my call. After discussing the issue, he informed me that XXXX XXXX is tough to dispute charges with as they require extensive documentation. To move forward I would need to get an invoice from the XXXX XXXX XXXXXXXX XXXX and submit them using the USAA message button on the website.
On XX/XX/XXXX I contacted XXXX XXXX XXXX XXXXXXXX and requested invoices for each room. They were emailed to me that same day and uploaded to USAA per instructions.
On XX/XX/XXXX I was notified by USAA that their initial decision stands, and without new information to support my claim, USAA would be unable to proceed.
|
| 05/03/2023 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XX/XX/2023 I was issued an email that I was to sign an Intial Disclosure package via docusign that stated my interest rate was 7 %. I sent an email to XXXX XXXX regarding this issue. I had locked my interest rate at 6.75 %. I was advised via email that once the Intial Disclosure package was generated that she did not have the option of changing it to the 6.75 % rate and that I was to sign the Disclosure package with the 7 % rate and at the time of closing it would be adjusted to the locked in rate of 6.75 % ( like this is going to be what I am thinking about the day I am signing on my new home ). Why was this package generated for me to sign before I had locked in my rate?
On XX/XX/2023 I was advised via email that I needed to supply documentation on where my earnest monies of {$1000.00} dollars came from. I provided receipts for artwork that I had sold years earlier and that was money I had for a rainy day. This was not satisfactory to them. I had to ask the seller to modify our agreement and return the earnest money on the promise that I was still going to purchase the home. I was advised that another option was for me to repay the earnest money via a bank account that had the funds held by another financial institution for 60 days.
I was also advised that I needed to provide a hard homeowner 's insurance policy. I had inquired with XXXX XXXX and received a quote, submitted that to USAA inquiring if this fulfilled all their requirements for me to accept this policy. There was no answer on that. I also received inquired and received a quote from USAA. I had contacted XXXX XXXX and told them I was going to accept their insurance policy, well XXXX XXXX 's policy is until I have a hard Signing date they can not issue the policy. That's fine. I had advised USAA that I was going through someone else, I have received several communications that USAA would " love '' ( that's a paraphrase ) for me to accept their insurance offer. I still have yet to receive a hard signing date as of XX/XX/2023.
On XX/XX/2023 - The seller agreed to amend our contract to the rate of 6 % sellers assist from 4 % due to my home inspector advising the roof was going to need replaced soon. My real estate agent had inquired as to why USAA would not authorize this amendment of 6 % sellers assist. She was told " It's open to our interpretation ''.
On XX/XX/2023 I was contacted by USAA about my Mortgage loan. I was told that I needed to submit the following forms : Divorce Decree - They found out I was married, come to find out they could have obtained a copy at the courthouse with my authorization or just called. I had to go an hour out of my way to and from the courthouse.
Child care letter ( required by the VA, I get that regulations ) - On XX/XX/2023 - I was advised via email that I need to " Provide a signed and dated letter stating monthly child care expenses. If no child care expenses exist please provide an explanation. You may use the attached letter. '' Which I did in a timely manner. ( I can't confirm the date on the upload of that letter ).
On XX/XX/2023 - I was advised that I need to resubmit this letter requiring that I " Provide a manually signed and dated child care letter clarifying the circumstances of the child care for the XXXX and XXXX olds. If there are no childcare expenses please provide the reason. For example if they are home with a relative, they are old enough to stay home alone, etc. ( letter must be manually signed/dated ) ''. I get the manually signed letter, VA requirement. However why was I not advised by my MLO before hand that this needed a " wet signature ''?
I had already submitted a letter stating that I had no child care expenses due to my children being of an age they did not require child care. I had done a little research on this matter. There are no age requirements in the State of PA or WV of children staying home alone. I feel disrespected in this regard of my decisions as a parent regarding these children, and whose business is it where they reside when alone and who watches them? Also to the reference of their ages to identify them.
On XX/XX/2023 - I was advised that I needed " Bank statement ( s ) showing sufficient assets to close estimated cash to close is {$2100.00} ''. This sufficient funds bank statement was sent after I had to ask for the seller to modify our agreement because USAA feels the documentation provided where my " rainy day '' funds had originated was insufficient and increased the estimated cash to close by {$1000.00}.
I believe with the above statements that USAA is violating several rules, asking for way to much information on my personal decisions and wasting a ton of my time with resubmits of documents, forms and retrieval of Decrees that they could have done themselves. Not providing me with adequate information on all of the requirements of forms or documents until it gets to the underwriters which is the final step in the process.
As a side note the day I sign this Mortgage contract, they will receive a stipen of {$25000.00} of tax payers monies.
|
| 06/11/2018 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I applied for a VA Home Loan with USAA via telephone. My credit score allowed my application to be prequalified and I was subsequently placed on hold for an underwriter 's review. Shortly thereafter, I was informed that my VA Home Loan application could not be approved due to a charge-off from 5.5 years ago.
I requested reconsideration of my application from the underwriter due to the VA Home Loan guidelines stating clearly in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting, that : ( 1 ) " In circumstances not involving bankruptcy, satisfactory credit is generally considered to be reestablished after the veteran, or veteran and spouse, have made satisfactory payments for 12 months after the date the last derogatory credit item was satisfied. For example, assume a credit report reveals several unpaid collections, including some which have been outstanding for many years. Once the borrower has satisfied the obligations, and then makes timely payments on subsequent obligations for at least 12 months, satisfactory credit is reestablished. '' AND ( 2 ) " Isolated collection accounts do not necessarily have to be paid off as a condition for loan approval. '' Upon requesting reconsideration of my VA Home Loan application on XX/XX/XXXX, I received a phone call back from USAA on XX/XX/XXXX whereby USAA maintained the denial of the application due to the charge-off on my credit report. And, being on a recorded line, I again asked for confirmation of the denial and the application was confirmed denied due to the 5.5 year old charge-off.
I was told that USAA approves other VA Home Loan applications with charge-offs on the applicant 's credit report so long as a balance is not reported. The USAA agent then informed me that he is not an underwriter and could not help further. I then requested a manager for further review of my application because this practice seemed discriminatory in nature.
I held for an executive level underwriter and was informed that the decision would stand as a denial. I asked for a specific reason why the application was denied again and was told it was due to the charge-off on my credit reports. Once again, I asked how this decision could be made in accordance with VA Home Loan guidelines and the executive underwriter informed me that I had insufficient assets and this was the technical reason for the denial.
In isolated cases of an adverse account contained on credit reports, the VA guidelines clearly state that credit is reestablished after 12 months of making timely payments on other debt obligations. Additionally, since we can agree that credit scoring is one major factor of the bank overlay requirement, the denial of my VA Home Loan application with USAA appears to be discriminatory in nature and not in accordance with VA Home Loan Guidelines as outlined in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting.
The denial of my USAA mortgage application is discriminatory for the following reasons : ( 1 ) charge-offs or collections contained on any veteran 's credit report, whether paid or unpaid, remain an indicator of default and impact the perception of credit worthiness by virtue of credit scoring itself. Thus, when USAA grants VA Home Loans to other veterans with paid charge-offs on their credit reports, USAA is granting unfair credit because not all charge-offs are in the same amount or type nor do all charge-offs in and of itself indicate the same risk factor. Additionally, not all creditors report charge-offs equally on credit reports. The VA Home Loan guidelines require a case-by-case analysis of credit reports and USAA is arbitrarily assessing varying degrees of weight to charge-offs on credit reports from applicant to applicant resulting in discriminatory lending practices.
( 2 ) Furthermore, USAA did not allow me to present a legal defense as to why the charge-off remains unpaid. VA Home Loan Guidelines as outlined in VA Pamphlet 26-7, Revised Chapter 4 : Credit Underwriting allow for legal defenses as to why debts remain unpaid except where a judgment against the veteran has been issued by an authority having jurisdiction. There is no judgment against me now nor at the time of this application. Specifically, the VA states the following : " For unpaid debts or debts that have not been paid timely, pay-off of these debts after the acceptability of applicant 's credit is questioned does not alter the unsatisfactory record of payment. '' Therefore, under the VA guidelines, it can be considered discriminatory lending practice to grant credit to other veterans with paid charge-offs, or rather, forcing veterans to pay charge-offs as opposed to those veterans who have unpaid charge-offs since the VA clearly considers each instance to be an " unsatisfactory record of payment '' { SIC }. USAA engages in lending practices where veterans applying for VA Home Loans are placed in arbitrary and subjective risk categories due to whether or not charge-offs are paid or unpaid when the credit risk is considered equal under the VA guidelines.
|
| 10/04/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem related to refinancing
|
|
Web |
Servicemember |
|
RE : unprofessional and discriminatory rep XXXX displaying retaliatory behavior when servicing a car loan for a Veteran.
Loan # XXXX To whom it may concern : I want to complain about a terrible experience I had with one of your call center representatives XXXX from loan servicing department on XX/XX/2022 at XXXX. He got defensive, talking back to me and I dont know if he processed my car loan the right way because I feel he was going to retaliate when I told him I would file a complaint about him.
On XX/XX/2022 at XXXX XXXX I called USAA at the number listed XXXX to inquire about my car loan and to refinance it. A girl answered the phone and I started asking her questions regarding my car loan but she seemed confused and would put me on hold for long periods of time without saying anything. I was on the phone with her for 32 minutes and nothing got done. She ultimately gave up on me and ended up hanging up the call. I did not like this type of service since I had already had been holding on for a long time and for her to hang up the phone was uncalled for. I never got a call back from her so I decided to call back.
On XX/XX/2022 at XXXX XXXX I called same number XXXX and XXXX answered the call. At the beginning he seemed a nice person but later during the call things turned for the worst and XXXX got ugly, disrespectful, defensive, and portrayed discriminatory behavior toward Veterans. I hope you are able to pull this call and listen to it because you will be able to hear his sketchy behavior. Initially I told XXXX that I was not happy with the previous rep hanging up the phone on me and that I was busy and had things to do instead of wasting my time calling back regarding my car loan. He snapped back right away and he said we are busy too. I did not like his tone of voice. So, I proceeded to tell him that my car loan needed refinancing and to process the application. During the call he got defensive when I told him that if reps did not do a good job, then we would find another bank to service our needs. I told him just imagine if you dont have customers then you would be out of a job XXXX XXXX He said I will always have a job I am not worried. I am an electrical engineer he said. I was thinking what is he doing there working as an operator then if he can get a job anywhere as an engineer. At one point I told him dont argue with me and just finish the paperwork processing my car loan. I could not wait to finish this call since he was talking back all the time and did not seem that he wanted to process my car loan or perhaps mess something up in the process. I was on the phone with XXXX for 25 minutes but it seemed an eternity. I did not trust him anymore. At one point I asked for his credential and he refused to provide anything else but just his name. I also asked for an address to where to file a formal complaint. I told him that I was not happy with this call and that he needed better customer service skills. Then he got ugly and he told me that actually I was the problem because on my file he could see that every time I had called USAA there was a compliant about me!! He said that on record the days I had called on file there were negative reviews about me and that I was the issue. I started thinking that XXXX was going to retaliate and not process my loan. I have called few times USAA and only when there is an issue or there is something I need or something does not look right on rates. For XXXX to make XXXX blatant revelations from the files on his computer was alarming and offensive. I started thinking that us Veterans are at fault for calling USAA and that we are being blacklisted on their files. One issue that was overlooked by XXXX was that we Veterans may have some issues and we are XXXX and with limited abilities. But that does not give USAA a reason to be discriminatory toward Veterans or be disrespectful. I am a 100 % XXXX former XXXX and dont like being disrespected by USAA or their reps. Now I know USAA is profiling Veterans and making us feel at fault due to our XXXX. That is discrimination!! We are being blackmailed and negative comments are put on file at USAA so reps know how to act and what to say to Veterans. I told XXXX towards the end if I could speak to a supervisor and he refused. I requested a call back from a supervisor and he said someone will call you back today before XXXX but nobody did that day or anyway after that conversation.
At this time, I am asking USAA to review my car loan and to make sure everything was done correctly and that nothing was done with prejudice from loan officer XXXX. Last time I checked on XX/XX/2022 the loan had not been updated. I did not trust XXXX and dont trust USAA anymore for any service needs. I have had issues with USAA in the past. just a couple of months ago USAA would not let me update my account or access my account in any way because I did not have the right phone number. Old phone number that was no longer in service and I could not even provide a new one!
Thank you in advance for your consideration.
|
| 04/19/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I had been trying to reach out to USAA by email regarding the accounts.
I am still holding USAA responsible for the participation of Consumer credit card and bank fraud along with partner XXXX XXXX XXXX ( XXXX ) I had been researching online regarding Consumer Credit Applications. Banks can sue consumers for putting false information on consumer credit application in order to get a high credit limit. That's fraud. I am sure USAA already knows that. The California Statue Of Limitation of 4 years to sue for the debt is over for USAA. But the problem is USAA had never filed any lawsuits against me because I done nothing wrong. It was not my fault that I was deceived by USAA and XXXX XXXX XXXX. USAA knew the Consumer annual house hold income of {$150000.00} was false income that was a business projected income as stated income. USAA had approved ( Banking Products ) 2 Military Affiliate credit cards M/C {$15000.00} and another {$12000.00} base on the amount of {$150000.00}.
XXXX XXXX XXXX told me to create a account with USAA and answer all questions then submit. I got a Welcome email from USAA. I did not understand the Welcome email back then. I was not eligible for a USAA membership and any banking products and I was not affiliate to the Military.
My income was {$10000.00} annually from Social Security that I was receiving S.S.I disability every month. XXXX XXXX XXXX just added a 5 to the {$10000.00} to turn into {$150000.00}.
USAA involvement of the participation of consumer credit card and bank fraud with XXXX XXXX XXXX is a crime to defraud a bank and consumers. USAA and XXXX XXXX XXXX still committing fraud. USAA is punishing me for it by attacking me through my credit files?
USAA need to take responsibility for their actions.
XXXX XXXX XXXX email and the Welcome email from USAA.
The purpose of this email is to establishing a relationship with USAA.com. We need you to create the login, password, and pin. You will not be applying for anything, just setting up an account at this time. Please do not link to USAA.com from this page but enter the address into your browser when prompted.
1. Type USAA.com into your web browser address bar.
2. Towards the top of the screen click on " Why Join USAA ''.
3. On the next screen click the green " Join USAA '' button.
4. The next two pages will ask you to fill in some basic personal information.
5. The page after that is a few questions regarding your military affiliation. If any of the questions pertain to you answer " yes '', if not answer " no ''.
6. On the final page, you will create a login/password/pin.
****Please Note : If you have ANY difficulties setting up the account online please call XXXX and ask to have an account set up for you over the phone.
Simply tell the representative you have been told they are a great company and you are interested in their investment products ( you do not need military affiliation for these particular offerings ).
When you have finished, just email/call your consultant and let them know the account has been established.
XXXX XXXX XXXX XXXX XXXX Coordinator XXXX XXXX had the account information to log into USAA account.
Here is what the Welcome email said.
Dear XXXX XXXX, Since XXXX, USAA has been honored to serve military members and their families. Whether it's through banking, investments or insurance, helping members reach their financial goals is our mission.
Our records show that you set up your online access on XX/XX/XXXX, at XXXX XXXX, and established the following : Online ID Password Personal Identification Number ( PIN ) Although USAA auto and property insurance and USAA Banking Products aren't available to you because of our eligibility requirements, we can still help. We offer a variety of products and services that can help you with everything from budgeting and managing all your accounts ( even non-USAA ones ) in one place, planning for retirement and more. We're here to help you meet your needs through every stage of life.
I had sent the emails to XXXX XXXX, XXXX, XXXX, EXECUTIVE COMMUNICATIONS XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX I had been blown off.
I still had not gotten a responds regarding the bogus refund check in the amount of {$10.00} that was sent to me in XXXX with a different account number. I also did not get a responds back regarding the 2 tax Form 1099-C, " Cancellation of Debt that was sent to me in XXXX with a different account numbers. Then why still harass me through the credit files. I dont understand that.
I also sent USAA emails on XX/XX/XXXX to settle the claim before filing a civil suit against them. The email said : I had created a document ( AGREEMENT ) for USAA to look over.
If you have any question about the agreement don't understand or want to ad or change. Let me know.
I give USAA until XX/XX/XXXX to make a decision. If you need little more time. Let me know.
If you USAA agrees to the Agreement have the document singed, notarize and sent back to me by email.The emails been ignored.
|
| 04/14/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have been looking for more work due to the pandemic going on. I got contacted by recruiter from XXXX and got hired by XXXX XXXX to fill an online XXXX XXXX position they had open. They sent me a Cashiers Check so I could purchase their online software needed from a separate vendor. I deposited this check from XXXX XXXX for {$1500.00} on XX/XX/2020 into my USAA Savings account. This deposit posted that day to my account and showed that funds were available. I transferred that amount to one of my XXXX USAA Checking accounts to send money for the Software I needed.
I sent money thru XXXX to a XXXX XXXX twice for Software {$500.00} and {$450.00}.
I was not called or told anything was wrong with this transaction. I tried using my card on Saturday and it would not work. I then logged on to USAA Sunday and it showed my accounts listed as unavailable. Monday XX/XX/2020, I called USAA to see what was wrong. They have a hold on all of my accounts while they investigate the check that has not cleared yet. I tried calling the Company about the check and I can not get any response. So as of Monday XX/XX/2020, my accounts when I log in show this as their balance : USAA Savings - {$940.00} ( The XXXX that was deposited his hitting solely this account ).
USAA Checking account Me {$300.00} This is the account that the XXXX Cashiers check was transferred to and {$950.00} had been sent already via XXXX for Software USAA checking account XXXX {$2800.00} When I called I told them I could not get ahold of anyone from the company they told me that I had probably been scammed and that they dont cover that even though they cleared the check originally. I told them I had no reason to think it hadnt cleared when funds showed as available. They then told me they would start the investigation into it but more than likely I was going to have to take the hit because even though it was fraud it wasnt fraud on the bank it was a scam and I participated in it so it didnt fall under fraud that they would cover.
I told them I did not think that was right but I needed my accounts unfroze, so I could access my money. Then I was told that they could not allow me to access my accounts while they were investigating. I told them I thought it was illegal for them to not allow me to access my funds. I asked if I could transfer {$1100.00} from my XXXX checking account to my Savings account so it could cover the entirety of the money of the check they were investigating. That way I could have access to the remainder of the {$1700.00} left in the XXXX account, and the {$300.00} in my Me checking account. They told me NO that it was their policy they not allow me to have access to any of my money during the investigation process.
I then got to talk to XXXX a part of the Executive Team that helps solve any of these situations. He told me the same thing. He told me it was for my protection just in case the fraudsters had gotten link to my account somehow or someway. I even asked if I could transfer money as stated earlier and then leave {$0.00} in all of my accounts besides the {$1100.00} in my USAA savings ( after transfer from XXXX checking account ) and transfer the remaining amounts to my XXXX XXXX account that is linked so transfer {$1700.00} ( of the XXXX remaining balance ) of my XXXX and {$300.00} ( of the XXXX ) of my Me Checking account for a total of {$2000.00} to my XXXX XXXX account. That money has nothing to do with the investigation of the supposed Fraudulently check I had received. He again told me that there is no way for me to access the money that was in my account and totally separate from the check in question. I even told him that my XXXX account is a totally separate account that had nothing to do with this transaction and he told me all of my accounts with USAA are grouped together to once its frozen it is Their policy to not allow access to your accounts until the investigation is over. He did tell me good news is if they have already taken check back out of your savings they are it shouldnt be too long before bank returns the check. He added take that as a grain of salt because it could take the bank as long as a month to return check. I asked if that was the case my money ( {$3100.00} if check ends up clearing, {$2000.00} After I leave ( XXXX ) in savings if it gets returned and you charge me for it instead of using Fraud Insurance as accounts sit right now ) I would not be able to access for that entire month if that was the case he then told me yes that is correct. I told him this made no sense why I cant access the money that has no tie or nothing to do with the account after I leave enough in the account the check was deposited in to cover the worst-case scenario. He told me it was company policy.
This is the account I use for my day to day, I pay bills out of my other Bank. I told XXXX that he is telling me I cant use my money or my account to buy groceries, gas, or anything when I have over XXXX dollars that are free and clear of this check amount. He told me yes.
|
| 02/13/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
1. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$4200.00}.XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$4200.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$4200.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$4200.00} on each of my credit reports. Once the debt {$4200.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied aXX/XX/XXXXLoan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
2. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$2700.00}.XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$2700.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XX/XX/XXXX. Currently, USAA is attempting to collect {$2700.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$2700.00} on each of my credit reports. Once the debt {$2700.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XX/XX/XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XX/XX/XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
3. USAA : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$5100.00}. XXXX XXXX, USAA charged off/wrote off the alleged past due amount of {$5100.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$5100.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$5100.00} on each of my credit reports. Once the debt {$5100.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRSXX/XX/XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XXXX XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
4. USAA : Account XXXX claiming/attempting to collect PAST DUE AMOUNT {$3400.00}. XX/XX/XXXX, USAA charged off/wrote off the alleged past due amount of {$3400.00}. Prior to this date, USAA unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, USAA cancelled and abandoned the debt, reducing it to {$0.00}. USAA issued an IRS XXXX. Currently, USAA is attempting to collect {$3400.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$3400.00} on each of my credit reports. Once the debt {$3400.00}, was cancelled/abandoned, USAA can not later lay claim to it. USAA abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of USAA. Nor can USAA defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by USAA. I have been denied a XXXX XXXX Loan, based upon USAA false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
|
| 01/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX my daughter deposited a check for {$5300.00} that was the return of a security deposit from an apartment in LA that my daughter had used while in school there.
Since I had paid both the deposit and the rent on that apartment, we transferred that money from her USAA savings account to my USAA checking account. Both I and my ex-husband were co-signatories on that account, since we opened it when my daughter was a minor. ( She's now XXXX. ) On XX/XX/XXXX, I changed my phone number from a XXXX XXXX number to a XXXX number, since I have moved to XXXX following a legal separation from my husband. On the way home from work that evening, I stopped to buy some cat litter, and the transaction was denied. I thought there were thousands in my checking, so I was puzzled and I called USAA.
The USAA agent told me that both my daughter 's and my USAA accountsthree checking and three savings accountshad been frozen. The landlord had stopped payment on the refund check.
USAA told me the check was fraudulent, and that USAA was going to stop doing business with me, and that all the accounts, with a total of about {$11000.00} in them were being frozen.
I freaked out. XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I had about {$20.00} in cash in my wallet. I had no way to pay for groceries or medical co-pays.
I asked why they had not called me. They said that they had tried that afternoon, but that the number was disconnected. They must have called just after I changed my number. I went round and round with the agent, but she just kept saying the check was fraudulent and the because I had fallen for a XXXX scam in XXXX ( losing about {$1000.00}, which was eventually recovered ), that I was too high a risk and they didn't want to do business with me. I said, so, because I am a victim of these things, a scam and a stop payment on a check, you're punishing me? You're blocking all access to my money during a health crisis and the holiday season?
Their answer was, basically, yes, that's what we're doing.
The next day, I called the landlord in LA, XXXX XXXX, which operates a building on XXXX, The XXXX, where my daughter had lived. I talked to the XXXXXXXX XXXX property manager. She was horrified. She said that the check had been for the wrong amount, and that she had instructed XXXX 's accounting department not to stop payment, but to call me to work it out. She called USAA to tell them this.
Meanwhile, USAA locked me out of their mobile app, and out of their website. They did the same to my daughter and to my ex-husband. Both my daughter and my ex-husband called multiple times, as did I. I asked for a review of this decision, which they said would take 5 business days.
Meanwhile, my paycheck for the second half of XXXX was direct deposited into an account I could not access. My daughter 's XXXX paycheck was also direct deposited into an account that she could not access.
After the review, USAA told me that their decision stood, that they would freeze all my accounts for 60 days, then send me a check for whatever was left. They would no longer do business with me, though I could keep my insurance accounts with them. As if.
Because I can not access my accounts in any way, I have no detailed idea of what USAA 's accounting is.
They say that my daughter 's savings is {$5200.00} overdrawn, because most of the money was transferred to my checking account. They insist that we must pay back that {$5200.00}.
But I don't have that money, because the landlord stopped payment on that check. Of that {$5200.00} from that check, I am guessing I spent perhaps {$1800.00}. I am happy to pay that back. But I don't see how I'm supposed to pay back {$5200.00} that I never received because of the stop payment. They are sending nasty-grams to both me and my daughter every few days. I don't have {$5200.00}, or even the {$1800.00} that I spent, because USAA has most of my money locked up. I have had to borrow money from friends just to get by.
I am at a loss as to why I was presumed guilty. Why didn't they call to ask for an explanation? If they couldn't reach me because of the phone number change, why didn't they send an email? All I did was cash a check that I was expecting, from a business account, from the landlord of a building where my daughter had lived. They stopped payment on that, but that doesn't make me a criminal.
USAA treated me with an utter lack of compassion and complete disrespect, even after both the landlord, my ex-husband and my daughter contacted them repeatedly to explain the situation. All I can guess is that I somehow tripped some sort of algorithm that USAA has, but I have no idea because they will not explain their decision to me, other than to say, " That check was fraudulent. '' It was not fraudulent. The landlord simply made a mistake and sent a check for the wrong amount. Because I was under incredible stress because of the XXXX, I didn't really register that.
|
| 04/30/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited my first payroll warrant ( treasury check ) from the state of California. I immediately called the bank because the places the funds, which are subject to immediate availability, on hold for 5 business days ( a total of 7 days later. ) I requested for them to release the hold and asked them to escalate my request on the basis of the type of check that it is. My account had a few NSF fees in the past because I've unemployed during much of the pandemic and just trying to survive off of first unemployment, then student grant money. I finally have a reliable job, though, and they were placing my funds on hold. I expressed concern that my vehicle payment would not be able to clear if they didn't release all my money. The representative advised me that in the case of a deposit hold, they generally do not assess NSF fees. Later, they did and we were able to have some removed. I did not end up requesting all of them, because I know they do not reverse said fees lightly. I deposited several other payroll checks from the state in smaller amounts : {$160.00} on XX/XX/XXXX, and {$390.00} on XX/XX/XXXX. Neither were placed on any hold, so I thought we were good.
I was multitasking when I worked to immediately deposit my most recent payroll check at XXXX on XX/XX/XXXX when it was issued to me. ( I was at work, unfortunately my direct deposit hadn't taken yet and HR had issued me another paper warrant/check. ) I thought it said {$1800.00} available and {$300.00} on hold. That wasn't great, but wouldn't cause my vehicle payment to be rejected so I accepted the mobile deposit. ( There is not anywhere for me to manually deposit my paycheck nor deposit cash if I were to cash it within the state of XXXX/or a reasonable distance of where I live, that represents my bank. ) I deposited my pay warrant of {$2100.00}. They made {$300.00} available to me. Prior to said deposit, my account was positive and had been positive all month long ( with the exception of items affected by my check being on hold from XX/XX/XXXX, but they were immediately taken care of with money and it did not stay negative for any length of time in XXXX. ) My husband called ( since I was still at work ) to try to get the hold removed and was told, " The system would not allow them to remove the hold. '' ( The same reason they gave me last month, which I now find is not exactly true. Team leaders have some ability if the call is escalated to consider a hold removal on case-by-case basis. ) He escalated all the way to the department head, whereupon he was advised that he should " give me the money '' from his account to avoid NSF on my account and I could " pay him back. '' Unprofessional, in my opinion ( as a former XXXX myself of 8yrs. ) I initiated a conversation XX/XX/XXXX with XXXX XXXX via chat. Whereupon she shared with me that she was unable to release any holds and that chat representatives can not do this. I let her know I was okay with waiting for a supervisor, or that she or her cohort could call me and I would be happy to speak with them and provide an image of my payroll check for their review to confirm that, yes, this was a treasury check subject to IMMEDIATE funds availability. She shared with me a statement which essentially amounted to, " If you do not want to have holds on your account, put more money into your account. '' When I pointed out how condescending it was, XXXX XXXX immediate disconnected me from the conversation without further ado. As a result, I called. I spoke with a woman XX/XX/XXXX around XXXX and advised my check is a state treasury check, subject to immediate availability, and that they were unlawfully withholding my payroll check. I requested for it to be released immediately. After a lengthy hold, the representative advised me that her supervisor said they " could not see the check '' in their system and would not until 24hrs had elapsed and that " I should call back on Monday. '' I requested she notate my account that this was her directive. She claimed to do so and then verified that my car payment had not already attempted to clear. I thanked her for her time and here we are- my paycheck is still on hold and I am without necessary funds to pay my household needs. Worth noting, a day prior I had {$1300.00} in my account from the VA education stipend fund as I am the spouse of a XXXX XXXX XXXXXXXX veteran ( XXXX ). So, it's not like there wasn't money in my account the day before or even the day of. Unfortunately, I have horrible interest rates and awful credit due to extended unemployment, so my bills are exorbitant and took most of that money to cover them. It's an ugly cycle. Please help me fix this with my bank so I won't continue to have this issue AND other people won't either. They need to change their policy. By the way, I DID offer repeatedly to produce a check image for the supervisor to review but she said that " wasn't good enough, '' and they needed to be able to see it within their own system.
|
| 06/27/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
My USAA member number is XXXX, this is a follow up complaint to the original CFPB complaint XXXX. Most of the statements made by USAA in response to CFPB complaint XXXX are false, incomplete while other parts of the complaint were completely ignored and without a response. USAA claims I resubmitted and re-entered the 4 different fraud claims. This is a false statement. USAA agents resubmitted the same claim 4 different times as they were never able to submit it correctly. This includes the final re submission by the CEO 's office which finally corrected all the previous agents errors and finalized the credits issued in writing a year ago. Below I will describe each violation by USAA and would like a response, justification and documentation to explain and support EACH and every one of them. Please do not write a general explanation ignoring half of the issues and sweeping the others away without providing a detailed explanation! First No response was given to the 90 day timeline violation provided by law to provide a final billing error resolution. Yet in response to response CFPB complaint XXXX USAA states in writing it violated the 90 day timeline not once but twice. First when it issued the final credits in XX/XX/XXXX which was past the 90 day timeline from the date of initial report. Then again in XX/XX/XXXX over a year after the initial report and a year after USAA stated in writing the investigation was complete and I was found not responsible and the credits issued were permanent. I have requested all documentation used for this violation for months and have yet to receive a response or justification. Furthermore in the response USAA states the following : " In keeping with the companys core values and our commitment to the membership as a whole, USAA has adopted a policy that affects members who do not meet certain obligations with us. To the extent allowed by law, our business policy prohibits USAA and our affiliates from doing business with a member where there is unacceptable behavior and activity. When this basic principle is compromised, we remove access to view your accounts on usaa.com and mobile.usaa.com. However, you can obtain your account information by mail or telephone. '' I requested clarification and documentation as to what obligation I failed to meet, yet have not received any response these past few months. My requests for any / all documentation used to come to this decision were also ignored. It 's been 2 months and have yet to receive a response or any requested documentation. Lastly, according to USAA 's statement I was found responsible for {$1300.00} a year after the " final investigation '' found me not responsible and provided permanent credits. Thus USAA reversed the " permanent credits '' a year later, violating the 90 billing error resolution timeline required by law. Furthermore, I never received any notice, statements, justification, documentation or evidence of this adverse action taken. This is yet another violation I request justification for. While I still had access to USAA.com I noticed WAY more " transfer adjustments '' than the {$1300.00} USAA claims to have reversed and charged back onto my card. Yet have my requests for documentation, clarification and justification have been ignored. This is yet another violation I 'd like explained. Continuing on USAA failed to respond as to why USAA reported both my XXXX anD XXXX XXXX cards as being at or near it 's credit limit to the credit reporting agencies. This was done despite both accounts being in dispute, the XXXX having been paid in full and the XXXX having less than 30 % of the credit line used. The actions constitute several more consumer protection laws I would like USAA to answer for. Next, USAA failed to provide me with advance notice of adverse action taken as USAA decided to close all my accounts. I only received the notice weeks over a month after my access was restricted and weeks after the accounts were already closed. I would like an answer as to why USAA failed to adhere to the law and did not provide notice prior to taking action as required by law. I would also like an explanation as to why USAA closed my accounts despite the XXXX and XXXX XXXX having active unresolved billing disputes and prior to providing any documentation of any status updates or resolutions to said disputes. This violates yet another law. It is illegal to take adverse action in response to me exercising my rights set forth in consumer protection laws. Yet in response to my filing my initial complaint with the CFPB USAA begain taking multiple adverse actions violation a multitude of laws as stated in the many examples above. I would like a response to this as well. Please provide an answer for each violation explained in each paragraph of this complaint in full detail and with complete explanation providing in writing all supporting documentation as I Have repeatedly asked for and been refused.
|
| 02/12/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
XX/XX/XXXX XXXX XXXX EST XXXX XXXX from USAA ( XXXX ext. XXXX ) returned a call originating from a voicemail she left to my wifes personal number yesterday XX/XX/XXXX. The purpose of this call was to discuss the claim that I have submitted to the Consumer Financial Protection Bureau. The conversation with my wife was as follows : XXXX reminded me, XXXX XXXX, that the call would be recorded.
XXXX asked for my husband, XXXX XXXX, at which I told her that he is unavailable since he is currently at work. She then stated that she could briefly explain certain things but not specific things until an authorization from my husband was made. I, XXXX, agreed. The conversation continued beginning with the history of why the complaint was made, briefly, keeping in mind of XXXX ground rule of not being able to discuss much matter until XXXX gives confirmation or is present.
It was explained that we have had a terrible time with receiving help from USAA and that we are extremely discouraged from ever dealing with USAA again. The conversation then highlighted that we have tried multiple times to pay this credit card, XXXX noted that the account was closed which she is correct since it was closed early XXXX ; conversation moving forward discussed why XXXX feels that USAA will not accept payments because multiple attempts have been made to pay this account and multiple times USAA has stated they will not/ can not take payment from the XXXX account for issues such as authorization. XXXX then attempted to state that if there were not enough funds in the account and XXXX promptly corrected this error in statements that there have always been enough funds in the account and that USAA has been the bank that has had the issue with authorizing the payment. XXXX also reassured XXXX that XXXX has been questioned long before USAA took fault through the consumer.
The conversation moved forward that XXXX and XXXX ( authorized user of the account ) has tried multiple times to receive help from USAA and that all that was received were harsh tones from the departments that the consumer was transferred to. XXXX assured that the person ( s ) /management of the said department is already handling the issues from customer care.
XXXX explained that both consumers would love to pay the USAA balance and be done with the bank completely ; XXXX acknowledged this and apologized for feeling that way and then loosely stated that they ( USAA ) have done everything on their end and that the claim that was sent to CFPB was false since the statement that USAA will not accept funds from our attempts was made. XXXX corrected XXXX and stated the consumer felt that USAA is refusing funds because several attempts have been made to pay this closed account USAA decided to close in early XXXX. XXXX then discussed that the issue escalated even further when the consumers active banking account from XXXX was compromised earlier in the year and that both XXXX and XXXX offered to provide proof in this as well to USAA to help with this issue.
XXXX reminded XXXX that USAA will respond to the claim that was submitted and that they just can not take the derogatory remarks off of XXXX credit after XXXX stated that the balance is obviously our responsibility and all we would appreciate are derogatory remarks taken from XXXX credit. XXXX reminded XXXX that USAA CAN take the remarks off and that the card is pending a payoff no later than XX/XX/XXXX. XXXX tried to reiterate herself that they just could not do that and XXXX reminded XXXX that this was USAAs choice not to take the remarks off of the consumers credit history. The conversation with XXXX escalated that both have a background in brokerage ( XXXX and XXXX ) and both are clearly aware of how this issue is mitigated/handled when solutions are not given.
XXXX reminded XXXX that she would make a comment or statement based on the phone call with XXXX, not XXXX, to place USAAs response to CFPB. This struck me as odd considering XXXX has stated that XXXX XXXX would need authorization for XXXX XXXX ( wife and authorized user of the card ) to move forward with any type of conversation of this depth and/or mitigation of this matter. This only shows the negligence of USAA and the competency of the company.
XXXX made a note to XXXX that since USAA and XXXX has decided not to take the route of least resistance ( taking the derogatory remarks on XXXX XXXX credit off ) this conversation would nee d to be escalated with CFPB. XXXX wished XXXX a XXXX XXXX and to stay safe during this pandemic.
Conversation was ended.
The purpose of this reiteration of the phone call between USAA and XXXX ( wife of XXXX XXXX ) is for evidence of this claim. USAA does not care to do the right thing and allow the consumer to do the right thing as well. As of now, XXXX from USAA has stated that my claim was fraudulently placed even though she provided proof during the phone call that we have attempted to pay and ask for USAAs help throughout this time.
|
| 08/21/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
In XX/XX/XXXX, we were defrauded for more than {$28000.00} via fraudulent mobile check deposits and multiple ATM withdrawals in a short period of time ( weekend ). After seeing larger than normal bank transactions posting on our accounts, my daughter contacted the USAA bank and discovered that we had become victims of bank fraud. The transactions were initially deposited with unknown business checks from the XXXX, SC area into our XXXX, GA account. During XX/XX/XXXX XXXX XXXX, there were four to six checks deposited daily in my daughter 's personal and a second joint account by mobile deposits then withdrawn at five ATM locations of maximum withdrawals. Initially, there was {$7200.00} in check deposits in the joint account and {$1100.00} in the personal account, five ATM withdrawals of $ XXXX XXXX XXXX, XXXX, GA, which equaled {$5000.00} and a {$2900.00} point of sale ( POS ) debit at local XXXX grocery store-XXXX, XXXX, GA all on the same day. By the second day the thief was in full motion having deposited several checks in two separate accounts ; four checks totaling {$8300.00} in the joint account and {$880.00} in the personal account, while debiting five ATM withdrawals at {$5000.00} again AND a {$2900.00} ( POS ) debit at a local XXXX grocery store- XXXX , XXXX , GA. During this period the culprit is now able to make numerous transfers between accounts to increase withdrawal access. On the final banking day they went out with a bang depositing various checks totaling {$12000.00} in the joint account, {$4500.00} in the personal account, however, prior deposited items from the first day were now returning on this day ; {$490.00} # XXXX, {$500.00} # XXXX, {$610.00} # XXXX, {$1700.00} # XXXX, Also, four ATM withdrawals totaling {$2400.00}, a POS transaction of {$4.00} for XXXX parking ( very comfortable at this point ). Then, POS debit {$2900.00} to XXXX grocery store-XXXX, XXXX, GA, three separate locations for XXXX grocery ; {$2600.00} POS-XXXX, GA, {$2900.00} POS- XXXX , GA, {$2900.00} POS- XXXX, GA.
Once the bank was notified, we were told that they had to do their own ( in-house ) investigation. There was a phone interview and we waited for their advice and directions as to next step for the process. I do not understand why the bank excluded me from the process but at this point, I made attempts to contact the bank for follow up, still-no response. My daughter was told that our request had to be in writing, so we typed a formal letter and faxed on XX/XX/XXXX, no response. We called again and were told that the request must come from an attorney or law enforcement agency. So, she called the local police department and made a police report and scheduled an appointment to speak with an investigator to assist with the follow up ( No help at all ). In the following months the bank closed out all accounts to include credit cards. We waited for months to find out that the investigator did nothing ; he closed the case and did not inform us. After going back and forth, eventually he moved to another district. I tried contacting the new investigator and she never replied ( still waiting for her to return from court ). This was very painful, we needed answers. We also contacted an attorney for consultation and were told that they did not handle this type of case. We feel as if our rights of due process have been violated. USAA bank and the XXXX XXXX Police department failed us because they never revealed the results of their investigation. We have been victimized unfairly and are now forced to defend ourselves against unfair practices by USAA bank and the Criminal Justice system, as well as defrauded by unknown criminal elements. We are left without an appropriate course of action as we are dealing in uncharted waters. Unfortunately, it takes money, a lot of money to hire an attorney to fight for your rights. Our lives have been on hold for the past two years and it is difficult to do business when you have a huge debt that you can not explain and have no resources to get rid of it. In XX/XX/XXXX we discovered that USAA bank filed an Early Warning Consumer claim against us on XX/XX/XXXX and in XX/XX/XXXX we also received an IRS XXXX Debt Cancellation for {$28000.00}. Wow! USAA bank has not taken any part of the responsibility in this situation. We have submitted a copy of our prior bank statements to reflect that we have never had this type of money routed through our bank accounts, which should have been a RED Flag to lock the accounts to prevent this type of loss. It is obvious that this was definitely an expert crook who knew about the process ; timing, amount of money, and locations to exchange this volume of money in such a short period of time.
If there is any way you can HELP, we really need your assistance in this matter. Thank you for the opportunity to submit this report and taking the time to review and advise us in the direction to reach a resolution.
Sincerely yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 12/20/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/XXXX I electronically transferred {$3600.00} from my USAA Savings to my USAA checking account. The same day I called USAA bank and asked them to close both accounts and deactivate the Debit Card associated with the account. They said that I could not close the accounts because there were pending transactions and in order to close the account there needs to no activity for 24 hours.
XX/XX/XXXX I log on to my USAA account and my checking account is not visible. I called USAA to close the accounts and notify them that I could not see it online. They told me that they could see both my accounts on their end and would close both account and issue me a check for {$1000.00}. I told them that I transferred {$3600.00} to the checking account yesterday and spoke with a representative. So the total disbursement should be {$4700.00}. After calling they restored my view of my checking account. I was told the checking account does not show an electronic deposit of the {$3600.00}. After she researched my accounts she saw the transfer was made from the savings to the checking account, but it USAA never made the deposit to my account. The representative had me on hold for about 40 mins and said she would call me back. She then called back 10 minutes later to tell me the IT department is researching it and there was nothing she could do.
I explained that the funds are protected monies from Social Security XXXX and I wanted my money. USAA can not refuse to give me my monies. I requested to speak with a supervisor. I was transferred to XXXX employee ID XXXX, who explained to me that she exhausted all resources by calling her IT department and specialists and there is nothing she can do USAA is researching how they lost my money. I asked how long would it be for USAA to figure things out, she said if I did n't hear anything in 3-5 days call them back.
I told her that this is a USAA issue, not a costumer issue. I wanted my money and USAA Lost protected social security money and I want my money. She told me if the representative had time she would call me back that they are an inbound call center and i could call back in 3-5 days if I liked. She kept relying me that I was speaking over her and not letting her explain or finish. In fact she kept saying our IT department is looking into this and I have seen this once in the year and a half I have worked here. She kept saying she exhausted all resources. and there was nothing she could do for me. She spent the time telling me her issues as a call center vs. hearing that I wanted my funds from USAA.
When I deposit funds to USAA, i expect to have them available to me when I want. They money is mine and USAA lost my money, refuse to restore it, and refused to even follow up with me on the status of my lost Social Security Fund. This is a USAA issue not me as a customer. So now ... what do I do ...
I asked to speak to her supervisor, XXXX said he was not available. HIs name Is XXXX XXXX but there is nothing he can do for me either. She said she is not allowed to give me his number. She was the supervisor and that no other supervisor could do anything to restore my social security money. I again asked since you did all you can do, how long will it take for USAA to resolve the matter. She again went into she is an in bound call center and if the representative had time she may call me back. But I can call back in 3-5 days if I wanted that was all she could do for me. I asked her several times to ensure I had the summary correct and that I heard her right. She said USAA ca n't just give me {$3600.00} its not that easy. I explained to her that USAA is n't giving me anything, its my money that USAA lost. Conversation was going no where so I asked again to ensure I documented her attempts to help me. She exhausted all options by calling her help center, web support and IT experts. They will look into it and work with the representative and annotate the account. IF the rep has time she will call me. If i do n't hear anything in 3-5 days then I can call back. I asked how to I pay my bills and eat in the mean time again this is Social Security Money for a XXXX XXXX. She again repeated the aforementioned. She said she did me a favor by having the rep call me back so i would n't have to hold for an hour and 45 minutes vs the 40 mins I was already on hold.
So now I am out my Social Security funds. No one will help me and USAA treated me like dirt. When they lost my money and refused to even call me back because the representatives are busy. So USAA does not have time for customers when USAA lost their money. This is not fair, how can a back just steal your money and say oh well call us back in 3-5 days. I should not have to wait for them to find my money. I should be able to access it whenever I want. This is a big institution who is abusing XXXX XXXX.
Attachment 1. Transfer of {$3600.00} from account XXXX to XXXX 2. Deposit never posted to account XXXX with balance of only {$1000.00}
|
| 06/04/2018 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
I made several attempts to resolve the debt issue with USAA regarding our policy, starting on XX/XX/XXXX when a representative took our payment for {$100.00}. to solve the cancellation issue and set up a recorded payment arrangement for {$180.00} per mth, prior to transferring me to the Auto Pay Plan Telephone Deployment line to set up auto-draft on the remaining amount. I was also told that some of the balance would carry over into the new policy renewal in XXXX and payment would adjust to higher amount. The special payment arrangement was set up because we informed the representative that our XXXX XXXX account had received fraudulent activity and the account was closed and this was why the XXXX payment was delayed and, hence, was called in on XX/XX/XXXX. During this call we also expressed our extenuating circumstances and needed to continue a special payment arrangement and this is where the representative agreed to set up a special arrangement of $ XXXXmth. I repeatedly requested if this was documented in the system and she confirmed and also confirmed with my husband as well to verify his account prior to us agreeing to the new amount of {$180.00} which was to come out of the account on XX/XX/XXXX.
However, when we approached the week prior to XX/XX/XXXX, I was prompted to call USAA to ensure the payment was going to come out at {$180.00}, however, a representative informed me that they were planning to take out over {$1400.00} which is not what we had agreed upon on XX/XX/XXXX and I was very alarmed, upset and angry that USAA was going to attempt to take out this erroneous amount. I later informed the representative during this call, that the XX/XX/XXXX call was recorded and that someone needed to listen to the call to see where the discrepancy came between the company and the client because I know what I had agreed to during the call on XX/XX/XXXX.
Since XX/XX/XXXX, I have been attempting to get this issue resolve regarding this illegal bait and switch which the company refused to listen to the original customer representative recordings from XX/XX/XXXX. Also, on XX/XX/XXXX I was informed by XXXX in Billing what occured on XX/XX/XXXX, and she went into the system to stop the payment of {$1400.00} and stated that she would have her manager XXXX XXXX call me back, however, did not receive a return call.
After receiving no call back, I attempted to reach out to resolve this matter on several occasion. Each time I called in, I was provided with a work order numbers by the following billing customer service reps and told that someone would call me back within 24hrs to no resolve : XX/XX/XXXX : 1. Work Item # XXXX - Created by XXXX 2. Work Item # XXXX - Created by XXXX XX/XX/XXXX : 3. XX/XX/XXXX - Provided w/ duplicate Work Item # XXXX - Reiterated by customer rep.
4. XX/XX/XXXX - Work item # XXXX - Created by XXXX 5. XX/XX/XXXX - Work item # XXXX - Created by XXXX 6. XX/XX/XXXX - Documentation # XXXX - Created by XXXX Each time I called I requested that Management pull the call from XX/XX/XXXX, but they refused.
Also, around XX/XX/XXXX & XXXX, I made another attempt to speak to a representative to get the matter resolved. I spoke to a femaile representative named XXXX based out of XXXX XXXX who stated she would call the USAA coproporate office to find out what was going on and stated she would call me back the following date. When she call me back the week of XX/XX/XXXX, she spoke extensively with higher level billing in USAA Corporate, and they agreed that if I made a downpayment, I could spread the remaining amount out over the new 6mth billing cycle. I was on the phone with XXXX for over 45minutes both days we spoke. She was the only one who went out of her way to try to get this resolved. However, when I called in this morning to make a payment of {$500.00}, and have the payment arrangement set up on the renewal, the representative saw the notations and stated he had to reach out to billing to set it up. However, when he returned to the line, he said the billing department informed him I could not set a payment plan and it was very confusing and alarming to me as a customer and U.S. Veteran who has been part of USAA for over 7 years to receive this type of blatant and discriminatory treatement. I only wanted to get this resolved, however the representatives and management team have made it extremely difficult for me to make arrangements to pay my insurance. We should not be treated in such a biased manner and not allowed to make arrangements, since all of this originally commenced on XX/XX/XXXX where it points back to the customer service representative who specifically set up the arrangements for {$180.00} and no one has attempted to listen to the Actual Recordings from this call on XX/XX/XXXX or others since then.
This was a bait and switch and an on purpose vindicative act not to work with XXXX Military Veterans. I only wanted to resolve the matter and pay my Auto Insurance.
|
| 11/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
Up Front : This was an extremely complicated job scam where I lost around $ XXXX. I informed my bank ( USAA ) and filed an investigation, but they never contacted me for my evidence and just closed out my case, twice ( I disputed their initial determination ). I have filed a report with my local police and have the case number.
I have been unemployed since XX/XX/2023 due to budget layoffs at my last employer. I maintain contact with a few recruiters and have added many more in this current job hunt. I am at around XXXX recruiters right now, as well as XXXX XXXX XXXXXXXX, and XXXX. I occasionally get a response and most times it peters out. The position is pulled, miscategorized, or no additional feedback. I have had 5 interviews total to date. Most recruiters are reporting zero ( 0 ) placements in the past few MONTHS.
On XX/XX/XXXX I received an email from a XXXX XXXX that they found me and would like to proceed forward for a fully remote position if I like the job requirements and pay range. I proceeded with a XXXX XXXX for Stage 1 interview, emailed questions. Upon passing that round I was informed to have a XXXXXXXX XXXX with XXXX XXXX for Phase 2. The conversation was very normal and had very relevant questions related to my field and expertise. I would be informed the next day.
The next day, after some friendly banter with XXXX, I was informed that I was chosen for the position. In order to get my home office set up, I needed to go get some equipment and send them to a vendor in XXXX for configuration so I could start on Monday. They provided me checks for mobile deposit, which initially went through. Some other hardware and software needed to be processed for a total of {$24000.00}. Three of those went into wire transfers so there are routing and account numbers available to pull the funds back from and hopefully close on the other side.
The XXXX equipment sent to XXXX received a signature, so there should be some video footage, and there is also a weird problem. When I called the XXXX XXXX XXXX ( XXXX XXXX XXXX ) they said that the driver did something wrong but would not provide any further information, although he knew exactly which package I was referring to. The mans name was XXXX XXXX XXXX ), and there was also a woman named XXXX.
Along with all of this, I have received an offer letter, welcome letter, company ID card, XXXX, XXXX, and direct deposit form from XXXX ( employer ). One of these forms had their tax XXXX number listed, which I verified as correct. Even the website XXXX, if fake, was extremely well set up, as if someone used XXXX and asked for a website to meet numerous criteria. I also had a trainer who was going to call me to schedule some time on Monday XX/XX/XXXX to go over the company software and policies. THIS PERSON CALLED ME but I happened to be occupied at the time. We texted several times during the week. I did call a few times ( a XXXX XXXX number ) but he was busy and would get back to me. There is even a XXXX group which I believe is a part of this scam, as I wrote to one of the members that I was looking forward to meeting them but go no response of any type, even a XXXX XXXX XXXX XXXX XXXX XXXX ''.
As far as XXXX XXXX, we chatted nearly all day all week on XXXX. When I called him on XXXX, he answered, and we would talk for a bit, giving me updates on the process and where things moved forward and others were waiting on something. NOTE : XXXX is horrible at exporting chats, a feature they removed, but there was a workaround which I used to capture names, dates, and text. Single pics posted have links to use.
Regarding USAA : I have contacted them at various times during the week of XX/XX/2023 to file a fraud investigation twice, fix my kids accounts, find out what they can do, and informed them several times that someone needs to contact me to get the emails and chat that I have. I am locked out of the mobile app and online banking so if there was a portal I was supposed to use or get notices in, I was not informed of it nor was I able to access it.
I have been a member with USAA for 22 years with no real issues until this scam, and they are just throwing me to the curb. THEY NEVER ASKED ME FOR ANYTHING THAT I HAD TO HELP THE CASE. They have decided to discontinue doing business with me as a banking customer due to the nature and amount of this scam and are removing me from all accounts. Fine. But they are also affecting my kids banking accounts because I happened to be on them. My son is a XXXX, but on the USAA side they just saw my name and my name again on the accounts ( no suffix ), so they decided to just close out his debit card instead of verifying a SSN or member ID on the card. I did not have a debit card on his account. This was reported to them.
All chats and emails will be attached to this complaint. If it happens that something else is needed, please call or email me and I will get you what you need if I have it.
|
| 12/20/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2022, I was the victim of a phishing attack that led to approximately {$3000.00} being stolen from my credit and savings accounts at USAA. I have provided a detailed summary below of the events that transpired on XX/XX/2022, and the steps that I have taken since that time to ask USAA to investigate the fraudulent activity, restore my credit, and ensure I am not charged or liable for any of the fraudulent activity.
Detailed Summary : On XXXX XXXX, 2022, at approximately XXXX XXXX, I received a telephone call from a registered USAA number while driving on the XXXX highway from XXXX to XXXX in Arizona. The speaker informed me that USAA had flagged charges on my account. The speaker proceeded to list out a series of charges and stated that an unknown person had accessed and withdrawn money from an in-person branch of USAA in XXXX XXXX XXXX Texas.
The speaker then asked me to read out a code that was sent to my phone via text. I briefly checked my text messages to provide the requested code and checked my app to see if there were any discrepancies. Shortly after that, I asked if the speaker could call me back after I got home to ensure the subject matter at issue had my full focus and attention.
Once I arrived home, I checked the USAA app again and waited for USAA to call me back. After waiting for USAA to call me back and having not received a call, I called USAA at approximately XXXX pm. I reported the information that had been provided to me. Specifically, I explained that USAA had contacted me to report fraudulent charges on my account, including ( 1 ) a deposit from a bad check for {$16000.00} into my checking account, ( 2 ) a {$2500.00} cash advance from my credit card deposited into my savings account, ( XXXX ) a {$390.00} dollar cashier 's check from my savings account going to an unrecognized address, and ( XXXX ) a {$2500.00} cashier 's check from my savings account going to an unrecognized address.
Upon reporting this activity, I learned that a fraudulent individual had contacted me, not USAA. USAA filed the information that I reported as general fraud and began to investigate what happened. Next, I contacted USAA account takeover and was temporarily locked out of my account while USAA conducted its investigation. After contacting USAA account takeover, I contacted the checking and savings department and requested they cancel the checks that were sent. That department informed me that, " We are unable to cancel cashier 's checks after they have been sent, the fraud and security department should refund the lost funds. I also contacted the credit department and informed them that I did not deposit that large amount into my credit account and did not authorize a cash advance.
Over the weeks that followed, USAAs analysis of what transpired on XXXX XXXX, 2022 vacillated between finding no evidence of fraud to claiming that I sabotaged my own bank account to determining that I fell victim to a phishing attack.
I continued to follow up with USAA about the status of the Companys investigation and consistently affirmed that I was the victim of a phishing scam. USAA documented the cash advance on my credit card as fraud and the cash advance was refunded, but I have never been reimbursed for my lost savings.
While I believed USAA had properly documented all reported account activity on XXXX XXXX, 2022 as fraud, on XXXX XXXX, 2022, I noticed that my savings account was negative {$2500.00}. Upon noticing that negative amount, I contacted USAA. A USAA representative informed me that the cashiers check that had been fraudulently sent on XXXX XXXX had been cashed and the funds were removed from my savings account. I then asked USAA to reopen the investigation as the cashers check was fraudulently sent which I had informed USAA of at the time it was sent on XXXX XXXX, 2022, when I asked USAA to stop payment of that check, but it did not. The fraudulent cashers check was also directly linked to the fraudulent cash advance from my credit card that occurred on XXXX XXXX, 2022, which USAA had determined was fraud.
USAA opened and closed its investigation into the cashiers check within 3 days and informed me it believed that I was the one who requested the funds. USAA reached that conclusion even though I asked the Company to stop payment on the cashiers check on XXXX XXXX, which USAA did not do.
After a lengthy conversation with USAA members resolution on XXXX XXXX, 2022, I was informed that I had 21 days to pay off the balance or my account would be terminated. I responded that the amount in question was directly linked to the transfer of fraudulent charges on my credit card. Nevertheless, USAA informed me that I was responsible for the charges.
On XXXX XXXX, 2022, I met with a legal assistance attorney and we contacted USAA together. After more than fifty minutes on hold, we received instructions about how to further dispute the negative {$2500.00} in my savings account.
|
| 12/22/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
Saturday XXXX I attempted to use my debit card from USAA bank out of town and it was declined. Thinking it was a travel alert I had missed, I logged into my USAA banking app and contacted support via chat. I was told my account had been closed and told to call their XXXX number. I called the number and was told my accounts were closed and I would receive my funds via cashiers checks. I was stunned and asked why and how this could happen. They said we gave you 30 days notice which is not true. While I was on hold waiting to talk to them, I had gone over all documents in my inbox/docs, which is how I receive ALL communication from USAA. When I said this wasnt true, they said oh, we mailed it which is also not true, I havent received a paper anything from them in many years. They would not tell me why the accounts were closed and would give me no other info, despite trying to escalate up the chain. Eventually the call dropped while being transferred. This happened over and over that day.
I had 3 accounts with money in them : a checking and two savings accounts. I also have both car and renters insurance through them, and am unsure of the status of those products at this time. The amount in savings account was $ XXXX total and the checking balance was approx. $ XXXX I then opened a XXXX XXXX account online. I received XXXX cashiers checks from USAA, XXXX from each savings account on Tuesday XXXX. XXXX check for XXXX and XXXX for XXXX. I immediately took them to deposit at my local XXXX branch. I met with the personal banker, as they were large checks, needed to be approved and verify my identity. I verified my identity in person with them using DL and passport and all seemed fine. I was told a small amount of funds would be available the next day, and the remainder after XXXX days, which is normal procedure.
The next day, I received an email and notice in the XXXX banking app that my account had been frozen due to the checks being suspected of being counterfeit. During their normal bank-to-bank verification process, both USAA and XXXX told XXXX the XXXX were counterfeit! I called the XXXX banker I had met with and he said he would look into it. Later he called me back and told me I just needed to get XXXX documents in order for XXXX to verify the checks. He said XXXX did some research and checked me out, and they could not find any reason something like this happened to me, and they've never seen anything like it.
The documents I need XXXX ) Proof of issuance from USAA. This must include the check number, amount, payee, their contact info, and MUST be notarized by USAA. I need this document for both checks.
XXXX ) Proof of payment from XXXX XXXX XXXX ( the banks bank in this case ). This must include the check number, amount, maker of the check ( USAA ), date the check cleared, their contact info, and the case number. I need this document for both checks.
I called USAA and attempted to obtain these documents. The proof of issuance already basically exists, though not with that header, as that info is in the letter they sent with my actual paper checks. This letter is also inside a PDF file in my banking app, which I have downloaded and also shared with XXXX. I explained to them all I need is this document notarized. I was told this can not be done, that they have never heard of anyone ask for such documents, they do not and can not provide these documents, and they can not help me. I spent hours trying to find someone to help and had no luck. After many hours on the phone, I asked if they could just recall the cashiers checks then reissue them, and was told no. They said XXXX has your money now. You are no longer our customer and that was that.
I encountered the same at XXXX. They basically said youre not even our customer we cant help you.
In the interim, Ive received a third cashiers check from the closure of my checking account. I have NOT attempted to deposit this check, as Im afraid it will ruin yet another account Ive had to open. On the advice of my attorney, I visited a XXXX bank and attempted to cash the check ( was told its not possible to cash a check for over {$2500.00} unless I have an account with them ) and I spoke with the bank XXXX there to see if he could help. He called XXXX back office, and was stonewalled, same as Ive been this entire time. They told him they can only release information on this matter to the maker of the check ( USAA ). My attorney and I called USAA together on XX/XX/19 in an attempt to obtain the required documents from USAA to clear the checks, and we were again stonewalled. When my attorney asked for the number for their legal department, they told us there was no such number and no one would be able to help us.
SO, USAA closed my accounts without warning, then sent me cashiers checks. When I attempted to deposit the checks, USAA told XXXX XXXX the checks were counterfeit, effectively barring me from accessing my money.
|
| 07/22/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
On the evening of XX/XX/23, my phone was stolen. My phone was protected with a passcode as well as XXXX, but before I even realized the phone was missing or had a chance to deactivate it, whoever stole it was somehow able to unlock it. They were also able to get into my USAA banking app. It appears that they attempted this multiple times, but because they had access to my email ( through my email phone app ), they were eventually able to access the app. They then proceeded to make several transactions from my checking account. There were several {$1000.00} transactions via XXXX from my checking account to an account with the name XXXX XXXX, which I was unfamiliar with, and assume belonged to the person that stole my phone. Two transactions went through, even though USAA policy states that only {$1000.00} should be able to be transferred within a 24 hour period. They continued to try to make XXXX transfers, as there are two additional cancelled transfers on my checking statement. I assume when this failed, they tried a different method, which was XXXX XXXX, and they were able to transfer {$2800.00} out of my account with this method. After this, a total of {$4800.00} were missing, and my account had only {$53.00} left.
As soon as I realized this had happened, I contacted USAA and submitted a fraud report explaining the details of what happened. I was told that I would be contacted within the next two business days and was reassured that I would probably have my funds replaced.
I continued to contact USAA for the next several days in a row about the status of my fraud claim, but no one was able to give me a real update, only that the investigation was ongoing, and someone should be contacting me soon. This continued for over a week.
Finally on XX/XX/23, I received a message to my inbox on my USAA account that my fraud claim had been denied and I was found liable for all the missing funds. I immediately called and asked why the claim was denied, and was not given a straight answer immediately, but after talking to several different people, the reason I was given was that if I had Face ID and a passcode enabled, there was no way anyone else could have accessed my phone or my USAA app. But this was exactly what happened. In addition, I discovered that the fraud claim that was opened was only for the two {$1000.00} XXXX transactions, and not the {$2800.00} XXXX XXXX transaction. So I immediately requested an appeal for the initial fraud claim, and opened a fraud claim for the {$2800.00} transaction. In the mean time, I have had to borrow money from my parents just to cover rent.
I continued to try to contact USAA for updates daily, without success in obtaining an update. On XX/XX/23, I was notified that a " temporary '' {$2800.00} credit was being applied to my account while the XXXX XXXX transaction was being investigated. I continued to try to get in contact with USAA. I was able to get in touch with someone in the XXXX XXXX department, who seemed like they would be helpful, but after multiple attempts to try to contact this person directly, I was also unsuccessful.
It was not until XX/XX/23 that I was sent another notification to my USAA inbox that my fraud claims were denied again, for the same reason, and the temporary {$2800.00} credit would be removed. During this time I had lost faith in USAA and had therefore moved all remaining funds to a XXXX bank Account, so the {$2800.00} debit resulted in my checking account being overdrafted. I then began receiving daily calls requesting that I make a transfer to resolve the overdraft. During these calls I attempted to explain my situation, but this did not seem to have any effect. I was able to transfer money back into the account on XX/XX/23 to return the checking account to XXXX, as I was becoming frustrated with the frequent calls, and feeling helpless to resolve the situation.
During this whole process I felt that USAA 's communication was very lacking, and I feel outright lied to, when I am told that someone would be in contact within XXXX days, and then I do not hear anything for over a week. And when I do hear something, it is an inbox notification, not an actual person that I can speak to. In addition, I believe that USAA 's own policy was violated with the two {$1000.00} XXXX transactions within XXXX hours. Their explanation was that one transaction occurred just before midnight on XX/XX/23, and the second occurred just after midnight on XX/XX/23, therefore they occurred on two separate days, and the policy does not apply. That does not make sense to me. In addition, I was never able to actually speak to anyone from the fraud department, and I do not understand how they did not find the multiple attempts to access my USAA account, followed by the multiple transactions, suspicious. I do not feel that I should be held liable for these, and it has affected my ability to pay my rent and bills.
|
| 02/25/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American, Servicemember |
|
XXXX XXXX XXXX XXXX, SC XXXX USAA Credit Card Resolution Services XXXX. XXXX XXXX XXXX XXXX, TX XXXX To whom it may concern : We are disputing the entire amount shown on you XX/XX/2020 statement due to USAA. We would like for someone to take another look at our account. On XX/XX/2020 ; {$9600.00} was posted to our account to pay off a balance of {$9500.00} ( the extra amount was to take in account any interest that might be due ). We received a letter dated XX/XX/2020 confirming that the USAA Credit Card Account had been closed by USAA.
On or about XX/XX/2020 we received a check in the mail in the amount {$110.00} which we deposited in our checking account on XX/XX/2020. Then in early XXXX we received the attached statement showing an amount due of {$84.00}. It also showed the payment from USAA on XX/XX/XXXX and it showed the refund check # XXXX as a purchase. That is not correct, the {$110.00} should be properly reflected on the credit card statement as a refund not a purchase. A {$110.00} purchase is subject to interest charges, a refund is not. Further a {$110.00} purchase implies we received some benefit from the transaction listed, which is not true. This was money owed to us as consumers that overpaid a bill.
On XX/XX/XXXX we contacted a representative of your facility for an explanation. After an extensive hold period ( in excess of 5 minutes ) she informed us that the interest of {$84.00} was from a cash advance check processed several years ago.
As a result, we are exercising our rights under the Fair Credit Bill Act to dispute the {$84.00} charge. I am doubtful this money is owed as USAA applied a payment, and then went through the process to issue a physical paper check for a refund on the account. It is reasonable to believe that if USAA had maintained proper records, the {$84.00} would have been collected with the {$9500.00} payment processed on XX/XX/2020.
We are exercising these rights since our records do not go back several years, so we do not have the proper documentation to verify the information provided on the phone. We also do not understand why this {$84.00}, from several years ago, was not settled with the {$110.00} that was returned to us. It is this type of misleading financial accounting, which has also happened on several prior accounts with USAA, that has led to our severing ties with the firm.
Yours Truly, XXXX and XXXX XXXX Attachment CF : FDIC, Office of the Ombudsmen XXXX XXXX XXXX XXXX XXXX XXXX .
XXXX, SC XXXX USAA Credit Card Resolution Services XXXX. XXXX XXXX XXXX XXXX, TX XXXX To whom it may concern : We are disputing the entire amount shown on you XX/XX/2020 statement due to USAA. We would like for someone to take another look at our account. On XX/XX/2020 ; {$9600.00} was posted to our account to pay off a balance of {$9500.00} ( the extra amount was to take in account any interest that might be due ). We received a letter dated XX/XX/2020 confirming that the USAA Credit Card Account had been closed by USAA.
On or about XX/XX/2020 we received a check in the mail in the amount {$110.00} which we deposited in our checking account on XX/XX/2020. Then in early XXXX we received the attached statement showing an amount due of {$84.00}. It also showed the payment from USAA on XX/XX/XXXX and it showed the refund check # XXXX as a purchase. That is not correct, the {$110.00} should be properly reflected on the credit card statement as a refund not a purchase. A {$110.00} purchase is subject to interest charges, a refund is not. Further a {$110.00} purchase implies we received some benefit from the transaction listed, which is not true. This was money owed to us as consumers that overpaid a bill.
On XX/XX/XXXX we contacted a representative of your facility for an explanation. After an extensive hold period ( in excess of 5 minutes ) she informed us that the interest of {$84.00} was from a cash advance check processed several years ago.
As a result, we are exercising our rights under the Fair Credit Bill Act to dispute the {$84.00} charge. I am doubtful this money is owed as USAA applied a payment, and then went through the process to issue a physical paper check for a refund on the account. It is reasonable to believe that if USAA had maintained proper records, the {$84.00} would have been collected with the {$9500.00} payment processed on XX/XX/2020.
We are exercising these rights since our records do not go back several years, so we do not have the proper documentation to verify the information provided on the phone. We also do not understand why this {$84.00}, from several years ago, was not settled with the {$110.00} that was returned to us. It is this type of misleading financial accounting, which has also happened on several prior accounts with USAA, that has led to our severing ties with the firm.
Yours Truly, XXXX and XXXX XXXX Attachment CF : FDIC, Office of the Ombudsmen XXXX XXXX XXXX
|
| 11/26/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
In the latest complaint with the CFPB USAA Falsely accuses numerous times in their response of my opening accounts with their financial bank. It is also mentioned they requested I submit Millitary documentation to them and a Military ID, Because again Military membership and or a family member in the military is required in order to obtain membership. I advised USAA Federal Savings bank that I am a victim of identity theft, USAA did not call to verify any information, USAA did not clear fraud alerts when opening the fraudulent Personal Loans, and openly admitted they say they have " personal identifiable information '' yet also state they verified this personal information, yet I have never received any account documents, and I have never received any emails from this company, They also falsely accuse saying I called in to file fraud claims, I have never called their company, and I have never received a call from them. They violated my Extended Fraud Alert and didn't clear it when opening the accounts please see the note from the company " Date of response : XX/XX/XXXX. We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding your claim of identity theft. Our records indicate that on XX/XX/XXXX, you established USAA membership using your personally identifiable information. On XX/XX/XXXX, you accessed usaa.com multiple times and authenticated using your social security number ( SSN ), online ID, password, security questions, and cybercode text. During this time, you enabled quick logon and submitted four different deposit applications, which were all declined due to excessive returns and current unfavorable experiences with a financial institution. On XX/XX/XXXX, a note was placed on your profile to indicate that we had to verify your military service documents and a copy of your government issued ID by XX/XX/XXXX. On XX/XX/XXXX, your profile was updated, and it was indicated that we had not received these documents by the required date. " Yet they allowed a Checking and Savings, and Two personal Loans to be established according to the response stated from USAA. XXXX found the email address that was used to open the accounts on the dark web via my identity alerts, USAA has not completed an investigation, they attempted to complete a transactional fraud investigation when in fact these accounts were ALL FRAUDULENT APPLICATIONS. I have never once attempted to become a member of their institution because I AM NOT A MEMBER OF THE MILITARY neither is my family. Again thus why you didn't receive documentation that doesn't verify to me. You did not investigate the identity theft. I am a victim of identity theft. These accounts are fraudulent, were established with a fraudulent address that has been blocked by XXXX, were established with an email found on the dark web. Which was sold by identity thieves, and I never once called into your company, and you lied and said you called me and I never received any calls. and it was indicated that we had not received these documents by the required date. " Response from Company - On XX/XX/XXXX, you accessed usaa.com and established a checking account ending in XXXX Fraud - False accusations and a savings account ending in XXXX. On XX/XX/XXXX, you applied for a personal loan in the amount of {$8000.00} via usaa.com.<- KEYWORD ESTABLISHED ON USAA.com THE INTERNET. With fraudulent information that wasn't verified. The loan ending in XXXX was approved the following day. On XX/XX/XXXX, you spoke with a representative and indicated that you wanted to refinance your personal loan ending in XXXX ; <- Never spoke to any reps with their company. however, you advised you would call back due to a freeze you placed with the credit reporting agencies. On XX/XX/XXXX, you accessed usaa.com and applied for another loan ending in {$15000.00}. You were approved for the {$15000.00} loan ending in XXXX. On XX/XX/XXXX, you submitted a fraud claim, and all account access was restricted. Between XX/XX/XXXX and XX/XX/XXXX, you submitted a total of 11 credit disputes. '' - Didn't ever submit a transactional fraud claim again false accusations as I have stated these applications are fraud and you never called to clear the extended fraud alert the accounts were opened as a result of identity theft. I never lived at the XXXX XXXX address you continually provide XXXX on top of that you report the debt as being last reported XX/XX/XXXX, and it shows 4 payments of {$0.00} Because clearly I didn't pay the fraudulent account. I will continue to dispute this as Identity theft. I have provided you with a legal FTC Identity Theft Affidavit, These accounts were established as identity theft, and unauthorized. Please follow the proper laws and actually investigate the crime, instead of falsely providing false information.
|
| 05/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I do not believe I was properly notified by my bank USAA of a data breach to my account. I learned today ( while at a cash register ) that my debit card had been cancelled without my knowledge. USAA chose to email address not associated with our bank account ( belongs to me but used only for spam emails ). One that USAA doesn't use for anything other than spam ( bundle your insurance type emails ). I received no letter, I received no text message ( usually USAA will text me if there is a problem with my account, they have text me as recently as XX/XX/2019 about unrelated unusual account activity ). It is my understanding there was a mass data breach that occurred at one of USAA 's vendors ( data storage vendor ) and instead of notify me appropriately they swept it under the rug and provided even less than minimum required notification. We have had the same bank account with USAA for over 10 years and we have all of our associated information related to that account very easily accessible to USAA. USAA failed to use any of their standard communication methods to inform us of the breach. We had no idea hat USAA had canceled my debit card. USAA knew about this for well over a month and made no effort to connect with me to resolve it. Despite receiving many other notifications from USAA on various topics in the last 30 days including multiple phone calls to USAA related to other purchases ( dates include XX/XX/XXXX, XX/XX/XXXX and XX/XX/2019 ). We didn't know to monitor our accounts for any unusual activity. My husband was not notified despite the fact the he is the primary account holder and all other notifications are sent to him. USAA communicated with only one of the account holders and outside of all of the normal ways they communicate everything else with us related to USAA banking. When I first learned of the breach and canceled debit card ( in line at a store on XX/XX/2019 ) I called USAA right away to see what was wrong with my debit card. The recording on USAA sounded like the standard prompts, after receiving the bad news of the breach and canceled card ( in line at a retailer ) I called USAA back when I left the retail to express my dissatisfaction, upon calling the second time I immediately heard a NEW PROMPT that wasn't there 20 minutes earlier " we have recently sent you a new debit card if you'd like to activate it press .... ''. When I arrived at home I did find an unopened recently received letter from USAA that had my new debit card in it, it had probably been received in the last few days, the letter was not dated and the envelope was not dated or post marked, also the envelope didn't have the standard USAA notice for important bank information that says " important information from USAA enclosed '' this statement is always how we prioritize what mail we open from them first, that is the notice they put on all bank mail, they do not put it on spam/ junk mail or other generic mail. The only notification before the debit card arrived was an email they sent went to an email not related to our bank account and it was simply entitled " Notification of New USAA Debit Card ''. not " Your information may have been compromised '' and not to through any normal communication channel the bank and our family use regulalry. The email was vague and blamed me for shopping or dining somewhere where my card was compromised instead of acknowledging their vendor was impacted. I do not believe that this seemingly intentionally misrouted notification meets my state of residence, USAA 's state of doing business, or federal breach notification laws. I have lost confidence today in my bank who I have trusted implicitly for more than a decade and I would like their processes looked at to identify if indeed my families bank account breach notification was mishandled. During my callto customer service USAA attempted to blame me for having certain account profile prferences, that I was not aware of and that are not in line with a stcak of other communications received without hiccup in the last 30 days. I believe they have added and made changes to the contacts preferences on my account. They have added online account functionality on notifications preferences, default responses may be selected. whatever it seems to show today is not in line with how USAA normally communicates with me including in the last 30 days ; for example it shows that I havent registered my cell number for text alerts however, I have had text message alerts on banking activity from them as recently as XX/XX/2019 asking me to verifying account activity. As soon as I logged in on XX/XX/XXXX I was prompted to update my profile contact preferences. Its clear USAA was aware any information in my profile may not be up to date and also didn't use any standard communication method to notify my or my family of a breach to our shared account.
|
| 11/11/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I deposited a check to XXXX XXXX because the check was above the amount I am limited to deposit USAA. It was not clear to me that I could have raised the deposit limit on the Web site. Clearing the deposit by way of a XXXX disbursement.
USAA explained that the deposit to XXXX could be cancelled and instead deposited in a USAA account. Both myself and a USAA agent spoke with a banker at XXXX. XXXX cancelled the deposit and reported that the check was fine to deposit at any financial institution.
USAA raised my deposit limit and had me deposit this approximately {$12000.00} check at USAA. The agent had asked for copies of the check be uploaded where the check could be cleared manually then deposited and cashed the next day.
I specifically asked that notes and instructions placed in my contact record so that any agent could follow the original contacts plan.
The agent I spoke with found on my insisting checks could be manually cleared. She checked to find that it was in-fact possible to deposit manually and speed up the availability of the funds.
The check was placed on a hold, a banker explained that the check was not manually deposited but deposited through the automated system and nothing could be changed to manual deposit since the check was already deposited with the unwanted and unnecessary 5 day hold. Had USAA not convinced me to deposit the check with them I would have had the funds available more quickly.
I received a notice about 5 days later that the hold was removed and the funds were now available. I initially saw that the account reported that all my funds were available. I paid bills, USAA paid some automatic bills. USAA withdrew an amount equal to the deposit and reported that the check was returned. There is no information as to whom the checks funds were returned to. The check was reported as good by XXXX and to issue a new check was not practical and could take extra time to have an unnecessary change of checks. The issuing bank was was XXXX XXXX XXXX.
I have tried to contact USAA and all agents were busy. I took the option of being called when available. I did receive a call about 2 hours later. The connection was poor. The agent said my phone does not work with the callback system. She made no attempt to call back. My phone has proved itself with the call back system every time I have used it. When I called back and chose to remain on hold I waited over an hour without being connected with an agent. Online chat was off and when I finally requested to file a complaint. It rang through but no one answered. I tried a second time and was again transferred and placed on hold. As I waited a long time without help or response I searched the help system for the name of the government agency that requested the bank and what agency took formal complaints. There was no information I could find that would tell me the agency that handled complaints. Complaint to regulating body may have caused the system to show me a page where USAA took complaints. I had tried to find that information earlier but could not find it until I submitted questions asking what outside body I could complain to.
I summarized in my complaint in their form and requested a call when the complaint was received.
The bank is accruing penalties for me by removing money from my accounts and not calling me or texting me to inform me they removed money from my accounts.
This has hurt me financially and my reputation. I have been locked out of third party services due to bounced checks. I do not know the extent of the damage and have been unable to reach a bank agent to stop sending out checks with insufficient funds.
I believe USAA wanted my business I had with PenFed. I believe that agents who should have known these procedures created answers rather than getting the true knowledge needed from accurate resources.
I am not certain that the problems are accidental and not sure I want to use this bank for more than the 35 years I have been a customer.
I have actually spoken with supervisors to tell the about agents that in my opinion have performed with excellence so that they get special recognition. I rarely if ever have need to give bad reviews or complaints. On a rare occasion such as this I would expect to be taken seriously as I have given many compliments to businesses over the years.
I hope that by contacting your office may get me assistance from the bank, return my money, and hopefully reassure me that the banks inappropriate behavior is accidental and not finding an employee using a customers assets personally during the extended clearing or holding times.
Most importantly my complaint to the agency that regulates USAA will lead the bank to locate and return my money. I also hope this leads to the bank reporting their errors to clear me of the bad reputation they are continuing to build.
|
| 10/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
This is a follow up from case number XXXX XXXX AA XXXX XXXX bank USAA fabricated XXXX XXXX said XXXX send them money out of my account I spoke with the XXXX I spoke with the fraud investigator for the XXXX to franchise tax board and the IRS and they don't have no information no letter stating for USAA to return fundsint account under my XXXX at this time I'm requesting the letterhead of the XXXX request it the XXXX would have sent me a letter as well there was no such request USAA requested XXXX state hearing on behalf of the joint account told her which she did not follow through the district attorney dropped the case because she as well as USAA fabricated this fraud or identity the '' however if that was the case they would've shut the down i couldn't shut the countdown because there was an open dispute and she is the primary account holder I understand that the USAA could close my account for any reason and at any time but they have to let the customer know what the reason is and that never happened so I'm requesting why did they close my account I'm also requesting where did you send the money because USAA fabricated that they sent the money to the presiding bank the presiding bank does not accept money from any organization person or thing other than the XXXX o XXXX ice is the only one that can deposit money in Bank of XXXX I'm requesting USAA have XXXX in fraudulently keeping customers funds and not returning them to any bank but they keeping them for their self this bank needs to be investigated about the XXXX fraudulent and fabricated lies that they have told to get a part of the XXXX big fraudulent skin for the pandemic the XXXX checks that were deposited in the joint account was the primary owner pandemic cares act legit checks join account told her lied to USAA and USAA Lie XXXX the o # ice of the comp controllers of the currency stating that they sent my money to the state unclaimed money doesn't have that money as well there's no tracking number they never sent me anything in reference to where they sent my closing balance of my XXXX accounts the letter the o # icer controller sent me had errors in the amount at the closing time account ending in XXXX Closing balance stated {$11.00} which is the end of the checking account number that is not the balance in the beginning of this whole ordeal USAA XXXX XXXX XXXX '' me with no access to my money which there's supposed to well they're doing their investigation allow customer to have access to their fun by state law and protocols it is not legal for USAA to keep my money well they were doing an investigation I requested by statements since I couldn't see or get any information about balances of my account they had reopen account on three separate occasions and only to close it back a day or two later again they was discriminating against me racial profiling and fraudulently still in my closing ballast a customer should be able to have access to their account at all times even during their review by state law I had requested XXXX that I could not get my statements and that the primary holder would have to request it that was a lie as well eventually they sent me my statements and the month of XXXX they sent me two di # erent statements with two di # erent amounts and not stating if any one of those statements was a corrected copy they had altered my statements as well I also have some disputes that I would like to present to the bank and if they're joint account primary didn't open the account why was she had deposit her monthly income check in to the account a '' er their investigation I received a letter from the state requesting that I deduct taxes from the primary joint account under my business XXXX, XXXX At this XXXX I'm requesting a dispute for all Coinbase block chain and XXXX deductions in my account ended in XXXX and any other accounts those are fraudulent and I'm requesting a refund AND MOONPAY the bank told OCC THEY SENT my money to originating bank on XX/XX/XXXX WHICH WAS fabricated it seems like they actually didn't close the account until XX/XX/XXXX however I never received any of my closing balances for my personal accounts ending in XXXX in the amount of {$2400.00} and XXXX in the amount of {$2900.00} also i have alter statement for the month of XXXX I'm requesting the letterhead from XXXX to debt my account I'm requesting the tracking number or reference number to where they sent the money to Will as an explanation for altered statements also, the correct, closing balance of the account in it in XXXX, because the amount they have is nothing but the end of the account number {$11.00} USAA has done nothing but discriminated and racial profile against me I feel the OCC did not do a thorough investigation of this Banks rules and regulations and protocols that has le '' me in a bad havoc condition
|
| 04/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
|
|
In a letter dated XX/XX/2020, my bank, USAA Federal Savings Bank, informed my wife and I that they had lowered the credit limit on our XXXX XXXX card, to {$500.00} dollars.
Prior to this unsolicited action on the their part, our XXXX had a {$30000.00} dollar limit. They removed from my household {$29000.00} in available credit, or 98.3 %, of our credit availability. This is not a trivial amount of credit. This is not a " reduction '' or an " adjustment ''. This amount, is punitive in its nature, and absolutely malicious in its timing, given the crisis currently facing our Nation and the employment uncertainties many in the Country are facing. Their stated reason for this, was " account inactivity '', nothing more. A properly maintained, properly managed credit card, that had always had its balances paid off timely, was taken from us, in 98.3 % of its entirety.
This credit card was our emergency card. It was in place for a reason, and a good one. At no point ever, did USAA ever notify us that " inactivity '' was being tracked for purposes of closure ... ..which is effectively what they have done. At no point ever, were we explicitly notified by USAA, that our " inactivity '' was approaching a closure threshold, or that an " extended period of inactivity '' could potentially result in a closure. It was taken from us, with zero opportunity afforded to us to mitigate this result. A result, which if warned, we would have happily avoided. But no, USAA notified us *AFTER* the fact, and afforded us no tangible recourse in repeated and frantic phone calls begging them to reverse their decision. We have been advised by USAA to wait 6 months, and apply for additional credit, thus damaging even further our credit score. It is absolutely appalling, that after arbitrarily removing almost 30K of credit from us, having our FICO damaged by the destruction of our credit usage ratios, USAA has the temerity to advise us to further damage our credit by applying for something that never should have been taken from us in the first place.
This is a particularly offensive action for USAA to take, given the fact that a significant majority of their membership, are Federally employed service members not facing the employment questions much of the civilian population contends with at the moment. Additionally, I am not an out-of-work bartender who posses a risk to USAAs solvency. I am a gainfully employed XXXX, married to a XXXX XXXX, who is serving our community in the front lines of this COVID-19 crisis in the Emergency Room of her hospital every night. We have to self isolate, even from eachother, paying particular attention to our XXXX XXXX XXXX daughter whose health is put at risk by wife 's profession. Now we have to content with the loss of credit on top of all that. For what reason? " Inactivity ''?!!!
USAA 's action, has materially harmed the financial well being of my household in the following ways : 1 ) My credit score has been reduced over 70 points as a direct result of USAA 's action. My wife, has seen a similar reduction in her score, from XXXX to XXXX of 2020, according to the report we ran. I am happy to make this available to you upon request.
2 ) Our credit usage ratios are materially, and negatively effected by the elimination of almost **30K** in available credit on a properly maintained and paid up account. This effects multiple factors that any financial institution would assess while considering an application for financing, or re-financing. That is not a trivial issue. I take that very seriously and its impact is totally unprovoked, and completely malicious in its result.
3 ) We no longer have an emergency line of credit available to us, at exactly the time it is needed most.
While I do not debate USAAs " authority '' to " adjust '' credit limits based on certain parameters, I absolutely do question the legality, and the fiduciary intent behind such a drastic reduction for no other cause than inactivity. I suspect it is legally questionable to reduce by so much, i.e. 29.5K, 98.3 %, for " inactivity ''. I suspect there are guidelines governing the reduction of credit, its causes, and its amount. It should matter, to the Government, what this has done to our credit scores and ratios, and what USAAs stated reasons were, and what " inactivity '' actually means in the context of this issue. " Inactivity '' is **NOT** a justification to harm, and that is what they have done. This was an account in good standing, and had always been so. I want this reviewed, I want my complaint made public, and I want my good credit restored.
The effects on my household, particularly at this time with Covid-19, are punitive. It is tantamount to malice. It is absolutely disgusting, and it directly flies in the face of the " Member Service '' USAA so aggressively advertises.
|
| 08/15/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX at XXXX when attempting to transfer money from my checking account to my savings I noticed that {$9500.00} was missing from the account and that on XX/XX/XXXX ( 4 days prior ) {$9500.00} had been wired to a XXXX XXXX XXXX Bank Account to an individual I have never heard of. I have never initiated a wire transfer in my life, nor did I initiate this wire transfer, nor have I ever been asked to provided written authorization for wire transfers. I promptly called my bank, USAA, and informed them of the fraudulent activity. A report was made, and an investigation began, and I was reassured I would get the funds returned to the account. Within an hour of initiating the report, I received a call from the fraud investigator assigned to my case. She proceeded to tell me that because the fraudster was able to get into my account easily using my username and password that USAA was not liable for recouping the funds lost. She stated a recall on the wire was sent and an investigation would follow. I never heard back from the fraud team, was never asked any questions or asked to give any information to help with the investigation. The evening of XX/XX/XXXX I called USAA to receive further clarification on how it is possible that I would be held liable for fraudulent activity that the bank allowed regardless of various elements of the activity that should have raised red flags. Red flags that should have been raised regarding the wire transfer include the following : I have never signed anything stating that I authorize wire transfers from any of my accounts, I have never conducted a wire transfer before in my life let alone with USAA, the request was presumably from a unauthorized IP address on an unauthorized device, for the amount of {$9500.00} ( only XXXX less than the amount legally required to be reported federally ). I am left to assume the wire was initiated from and sent to a distant location as no one at USAA could give me any information on the IP address where the wire was initiated or sent. Not keeping record of this data alone is suspicious for negligence in addition to the fact that USAA 's " verification '' process for a wire transfer of half the funds in an account is not commercially reasonable. The " verification '' process for the wire transfer included inserting user name and password. There was apparently a code sent to an email address on file. However, I have only received verification codes sent in the form of text messages to my mobile phone and have never verified my identity via email. I also have no record of such an email. In addition, because this is not routinely the verification method used or agreed upon by the Bank and the Service, USAA should be liable for any losses through the fraudulent transfer.
After the call with USAA on the evening of the XXXX I called the XX/XX/XXXX police department to file a police report. I was informed by the police that without the location of where the wire was initiated or sent to I would be unable to properly file a report in correct jurisdiction.
On the morning of the XXXX of XX/XX/XXXXI called USAA to reach the wire department to try to obtain information regarding the location of the transfer to file the report. No one was able to give me that information further delaying the police report. I was sent to wire resolutions who informed me I should be protected as the wire was clearly fraudulent and I was a victim of an account take over. I was then transferred to the Account Takeover Team who told me I was not a victim of account takeover but actually considered a third party to a scam due to the fact my information was compromised. After denying my right to be protected against fraudulent transactions reported well within the 60 days of the event I requested to escalate the situation to the manager. After reviewing my file the manager of the Account Takeover Team informed me that there was a letter addressed to me in my file stating that my request for return of funds had been denied and the case had been closed. This was the first I had heard of this resolution as I had not been contacted by the Fraud Investigators since XX/XX/XXXX when they informed me that all they could do was initiate a wire recall. The manager proceeded to file a complaint to the CEO on my behalf and told me there was no one else who I would be able to speak to regarding the matter.
The afternoon of XX/XX/XXXX I filed a police report with XX/XX/XXXX police. I also filed a report with the FBI, Ic3.gov which is a division of the FBI, the FTC Federal Trade Commission , and the CFPB Consumer Financial Protection Bureau . I also initiated fraud monitoring through the three credit Bureaus : XXXX, XXXX, and XXXX. I am awaiting a response from the CEO of USAA for approval of return of the lost funds totaling {$9500.00}.
|
| 02/07/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
This is in regards to a secured credit card I had with USAA.
I closed this account in XXXX of XXXX after two years of no missed payments. I was tired of having USAA as a financial institution due to their treatment of members, lack of customer service, and excessive fees. I closed all accounts with them and started with a new bank, etc.
In late XXXX of XXXX, I found a house I want to purchase and had my loan officer pull my credit, and this was when I found out that my account had been reopened without my knowledge or authorization, assessed a {$57.00} charge, and I was never notified. On two occasions speaking with representatives, they were unable to tell me why it was reopened or assessed, and why I was not notified.
Due to the urgency of wanting to obtain a mortgage ( through a complete separate financial institution having nothing to do with USAA, and this is a separate issue of them obstructing my ability to obtain a mortgage ), I paid the, at the time, {$62.00} ( more on that in supporting documentation ). I was instructed that I would need to submit a letter through the USAA website to dispute the information, which I did on XX/XX/XXXX. Also, I submitted disputes through the credit bureaus, and it was adjusted by the erroneous and inaccurate data of having an account after I closed it remains.
I was trying to push forward with the explanation to the lender, but they are requiring this information to come off, as it should because it never should have been there in the first place. Had I even been notified, it was only {$57.00}, I would have paid it just to have it not there.
After speaking with my lender, on XX/XX/XXXX, I called USAA once again, and spoke with a Senior Banking Representative ( SBR ), who tried to get me to go through the same process of submitting the letter to USAA, credit bureaus, etc. I explained to him that I had already done that, and that my closing date was supposed to be on XX/XX/XXXX and he asked me if I wanted to elevate the complaint to the Member Advocacy Board, to which I responded I would like to very much. He told me I would receive a phone call within 48hrs.
I did not receive a phone call within 48, so called back on XX/XX/XXXX. The new representative at the CEO member relations team apologized as the SBR did not submit the complaint properly and it was never sent. He said they would look into it, and I would hear something back in a couple of days. Every phone conversation I had with them, I expressed the urgency due to the my being under a home sales contract, and no one seemed to care.
I called back on the XXXX of XXXX, XXXX, to once again let them know that I have to tell the seller something, and inquired as to whether or not they had found anything out. I was once again, shuffled to someone else and left yet again to explain the whole situation. I requested that any type of information be communicated to me by the following day at noon, as this was supposed to be my closing date on my new home. I did not receive a response from them until XX/XX/XXXX XXXX XXXX eastern from an employee who had been assigned my account. In it stating that I would be contacted " within two business days. '' By Wednesday, XX/XX/XXXX, I had still not received any communication from USAA, and after several attempts, I finally reached the person handling my account in the afternoon. At this point, she relayed to me she does not see a file on me, there are no documents or letter, no file. From XX/XX/XXXX to XX/XX/XXXX, there was no action or traction on USAA 's part to handle this matter. They are doing to me the very thing under the consent order, still. No urgency in regards to my ability to obtain a mortgage, which is a completely separate issue, but because of the gross incompetence of USAA actions ( as proven just within the last two weeks, not to mention the previous three months ), they have blocked my ability to obtain a mortgage.
They reopened an account that was closed without my authorization or knowledge. They did not notify me of any adjustments, charges, etc. Nothing. I have gone through the channels the representatives and institution has told me to go through to resolve the issues, and nothing has been done for three months. They have failed to meet self-imposed deadlines on three separate occasions in the past two weeks. The amount of time I have spent on this, only to be told they now don't have a file and I have to essentially start all over again, is mind boggling to say the least and is beyond stressful. Not to mention, it does not appear the seller will extend the contract due to the unknowing length of time USAA will continue to drop the ball. I may potentially lose an amazing opportunity for a residential income property directly because of USAA 's gross incompetence. There are no words for that.
|
| 08/21/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
This is a response to USAA 's explanation of CFPB complaint XXXX which they closed and seemed to gloss over a few things. USAA 's response was dated XX/XX/XXXX.
In their response USAA states the following : '' Our records show that in XX/XX/XXXX you reported XXXX unauthorized transactions between your two credit card accounts. You advised you were a victim of identity theft, fraud cases were opened, and provisional credits were applied to your accounts. In XX/XX/XXXX, your accounts were forwarded for review due to the history of reported fraud claims. Our review determined that the charges from XX/XX/XXXX were valid, and the charges were assessed back to your account. When fraud claims are filed for unauthorized charges, USAA does not send letters stating that credits for the fraud charges are permanent ; a letter is only provided for credit card disputes, which are different than fraud. " 1. ) XXXX unauthorized transactions between your two credit card accounts I assume is correct as I am unable to view the account. However in the process of processing this fraud claim USAA re-entered the same claim 4+ times and is now stating I have a history of reporting unauthorized charges. This statement is in fact false. In this case it is USAA who has a history of erroring and submitting multiple fraud claims.
2. ) Stating credit card disputes are different from fraud is incorrect. FCBA applies : Billing errors that are covered by the FCBA include : Fraudulent or unauthorized use of your credit card, whether the card was stolen or the merchant charged unapproved items to your account. Charges that list the wrong date or amount. Charges for goods or services you either did not accept or that werent delivered as agreed. Math errors, such as being charged twice for a transaction.
Failure to post payments or other credits ( like returns ).
So An assertion that a transaction resulted from " unauthorized '' use of a credit card can be both a " defense '' and a billing error.
During the dispute. According to the FTC, you may withhold payment of the disputed amount ( and related charges ) during the investigation.
FCBA rules to remember : The card issuer may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation.
While your account can not be closed or restricted, the disputed amount can be applied toward your credit limit. The card issuer also may not threaten your credit rating, report you as delinquent or restrict or close your account because your bill is in dispute or you have used your FCBA rights. However, they may report that you are challenging your bill. In addition, its against federal law for creditors to discriminate against credit applicants who exercise their rights in good faith under the FCBA.
USAA has restricted and closed my accounts as well as damaged my credit rating because my bill was in dispute. In fact, USAA stated the dispute was resolved while reporting damaging information the CRA 's in clear violation of FCBA. These actions have been direct discrimination against me for exercising my rights in good faith.
If it turns out that your bill contains a mistake, the creditor must explain, in writing, the corrections that will be made to your account. In addition to crediting your account, they must remove all finance charges, late fees, or other charges related to the error. Yet in USAA 's response to the original complaint they state they do not send out these required statements.
However, if the card issuers investigation determines that you owe part or all of the disputed amount, they must promptly provide you with a written explanation. You may request copies of documents proving you owe the money. At this point, youll owe the disputed amount, plus any accumulated finance charges. You also may have to pay the minimum amount you missed paying because of the dispute.I still have yet to receive any written explanation of how or why USAA determined I am responsible for the unauthorized charges. I have not received any documents relevant and used during the investigation by USAA despite many requests and FCBP laws requiring the creditor to provide them.
Finally any creditor who fails to follow the settlement procedure may not collect the amount in dispute, or any related finance charges, even if the bill turns out to be correct. For example, if a creditor acknowledges your complaint in 45 days 15 days too late or takes more than two billing cycles to resolve a dispute, the penalty applies. The penalty also applies if a creditor threatens to report or improperly reports your failure to pay during the dispute period. There have been numerous errors in following the settlement procedure by USAA, thus USAA has no right to collect any amount in dispute or finance charges.
|
| 01/08/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
XX/XX/XXXX Customer ( me ) called USAA once customer saw financial charges going out of checking account. Informed USAA of false charges and that these were fraudulent and stolen activity, customer 's phone was compromised and someone had debit card information and personal information and was stealing money from my account. Customer was forwarded to the fraud department.
XX/XX/XXXX Customer called a second time to ask USAA to freeze or change bank account due to fraud charges, phone being compromised, account information being accessed by someone doing fraud and theft. Asked for instructions on what to do. Was not given any guidance. USAA locked me out of my account so then I couldn't see anything that was happening in my account. I told USAA not to send me another debit card due to my account was compromised.
XX/XX/XXXX or XX/XX/XXXX ( date not positive ) Called USAA again to ask for instruction on next steps to do to further protect my account again notifying them that my information has been stolen, believe they have my card, and someone has my bank account information, all these charges are theft and asking them again for assistance. Not sure of exact date but told USAA NOT to send me a debit card due to not feeling my account is secured. Requested that a bank manager contact me to assist me with this process and not sure of next steps and still feeling that my account is compromised. I was told that I had hung up on representatives from USAA based on their records. I told them that this was not correct, I have not hung up on them but there have been times where my calls were disconnected and I immediately called them back and sat on hold for over 20 minutes every time for my repeat calls. Someone in customer service did give me access to my account. I stated my concerns again that account information is compromised and stolen and I wanted my account locked or protected so that no further transactions could go through. I was told that there was nothing more could be done.
No responses for 2 weeks from the time I first filed my concerns and spoke with fraud department at USAA.
I received one call from an " assistant to a manager '' the week of XXXX. He said his name was XXXX and that the manager XXXX XXXX ( not sure of spelling of name ) would be contacting me. And I have never received a call from anyone else from USAA or messages still as of today XX/XX/XXXX.
XX/XX/XXXX -- Customer contacted USAA again and asked for a manager call and let USAA know that no manager has returned my calls. I have left up to XXXX different messages requesting a manager call back between XX/XX/XXXX to XX/XX/XXXX. The last message I left was on XX/XX/XXXX to checking account representative XXXX XXXX XXXX requesting that any manager call me back, anyone that could further assist me with how to protect my account because I was told by checking account customer service ( XXXX ) that I could not put a transaction block on my account. I have been making this request repeatedly and USAA continues to be unresponsive, no phone calls, no communication.
Financial details -- *USAA has not returned calls despite multiple requests to have a return call by a manager to talk with them about customer 's concerns that my account information has XX/XX/XXXX - fraudulent charges made to my account through XXXX {$490.00} {$540.00} {$490.00} ( these funds are still out of my account ) Note : USAA has temporarily put back in these funds.
{$490.00} {$540.00} XX/XX/XXXX fraud charges {$200.00} charged even after notifying USAA to freeze my account on XX/XX/XXXX due to fraudulent charges on XX/XX/XXXX and concerns of theft and fraud and my account being compromised on XX/XX/XXXX.
I also have wanted to appeal another fraudulent claim denied and nobody from USAA has returned my calls or requests for a manager to call me.
XX/XX/XXXX {$94.00} USAA denied fraud claim even though I notified USAA immediately I was asleep at home when the XXXX am purchase was made. They have now taken that money back and still have not returned my calls when I ask how to appeal a denied fraud claim.
Log of calls to USAA demonstrating my efforts to get help : XX/XX/XXXX USAA customer service and fraud department twice XX/XX/XXXX XX/XX/XXXX or XX/XX/XXXX gap in records of call specific details, but will try to get a thorough print out from XXXX XXXX XXXX.
XX/XX/XXXX XXXX am XXXX hour and XXXX minutes XX/XX/XXXX XXXX am XXXX hour XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes ( customer was hung up on and had to call back sit on hold and then finally spoke with a representative ) XX/XX/XXXX XXXX pm XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes not able to hold for the XXXX minutes anticipated/ customer ended call XX/XX/XXXX XXXX am XXXX minutes
|
| 05/21/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
As a 30+ year USAA member, military veteran, and XXXX XXXX XXXX with US Fortune 500 company experience, I have seen a rapid decline in corporate integrity and the quality of customer service over the last few years with USAA . There has been an increasingly more regular mistreatment of its members, which has been confirmed through many discussions with several other veterans and active duty service members.
I and many other veterans have begun the process of shutting down all of our USAA accounts and business relationships over the past year, with the ultimate goal of a complete exit from the company. Those of us with children who have decided to also serve in the military are strongly advising them to avoid USAA and to tell all of their peers in the military to do the same.
This latest episode with USAA is by far, the most disgraceful and highly unprofessional handling of a case I have seen to date, and has promoted us to pursue legal options and explore recovery of damages.
1. USAA, through an obviously incompetent security screening process, allowed an identity thief to use my mothers social security number to open a fraudulent checking account. This is just the latest in a long series of financial security issues I have experienced with USAA over the past five years, each of which cost me tens of hours of my time and the time of many other businesses to correct. My mother is not even a USAA member.
2. This security breach which was allowed by USAA has affected my ability to open joint banking accounts with my mother and other family members. An account I attempted to open was shut down ( document attached ).
3. USAA has slandered and defamed our character by falsely reporting information about my mothers financial history. USAA did this by knowing and admitting that the banking activity background check service called XXXX XXXX publishes data which is very vague and ambiguous about checking account irregularities. My mother is a victim of identity theft, ( caused by USAAs incompetence ) however, USAA sent information to XXXX XXXX which allowed them to re-characterize her activity as criminal. USAA had knowledge that XXXX XXXX would do this, and allowed it to happen.
4. The failures described above could have been easily handled in an acceptable manner by USAA, but instead, our entire family has been put through a living XXXX the past three weeks, since USAA has refused to correct the situation.
5. After my parents and I being shuffled through many different customer service representatives, many unreturned phone calls, and being handed off from one department to the next, to the next, we finally ended up in the CEOs resolution center, which just chose to shuffle us off to another office to handle the problem, resulting in another extended delay as USAA reviews our request. We have collectively spent a total of about 6 hours on the phone with USAA trying to solve this.
6. We have simply requested a letter from USAA proving that my mother is an identity theft victim, and not a criminal, and a copy of the document which was sent from USAA to XXXX XXXX.
7. Meanwhile, we have been told by XXXX XXXX at extension XXXX in the fraud/security department, that although he and others at USAA have stated my mother has done nothing wrong, and is a victim, USAA did everything correctly and they will not be supplying us documentation to exonerate my mother and to prove that she is not an identity theft criminal. XXXX basically told us it is not USAAs problem, and dumped it in our lap to figure out.
We will be pursuing ( vs. exploring ) formal legal action, and will follow up with outreach and a warning to many veterans organizations if USAA does not immediately take responsibility for their failure and do the right thing by supplying the requested documents. A formal complaint with the Federal Consumer Finance Protection Bureau ( CFPB ) is also pending.
No one should ever be treated the way we have been treated.
I strongly urge my fellow veterans who may be reading this to immediately spread the word as fast as possible and to inundate USAA with CFPB complaints for all qualifying financial irregularities they have experienced with USAA. Maybe there is some hope USAA will take notice and return to the company it once was, proudly serving veterans, active duty service members, and their families. Sadly, it appears this is no longer true.
*** request *** Immediately supply two documents : 1. A letter signed by XXXX XXXX ( full name requested on the letter ), Manager of the XXXX XXXX XXXX, on USAA letterhead, formally stating that my mother is a victim of identity theft with USAA, and is not guilty of any wrongdoing.
2. A copy of the communication which was sent from USAA to the XXXX XXXX company regarding my mothers status.
|
| 05/26/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Your records are completely inaccurate and deceptive. Even though I contacted you in prior months in reference to this card, you contend it wa s XX/XX/XXXX . I did not telephone you on XXXX XXXX 2017, stating that I was not using this card, etc. After some confusion, I always contended that I did not have the card and did not apply for it. Moreover, the representative I contacted about the credit card " via telephone '' did not state that the credit card could not be closed. She stated that it was closed, reassured me, and she disputed actual amounts on the card. Please review your records. If she assured me of the account closure, and I assumed it was closed, why on earth would you report derogatory information to the credit bureaus? Why would I go through ridiculous, dog and pony fiasco this for {$35.00}? Regardless, if the first date of notification from me was indeed XXXX XXXX 2017, as y ou state, why would you report me to the credit bureaus on XXXX XXXX 2017? You reported my account to the credit bureau before you sent me a letter advising me of the fraud investigation on XXXX XXXX 2017 ( pe r " your '' previous letter ). This is wrong and unethical. Again, you reported me to the credit bureau before you sent the letter. On your previous letter to the CFPB, you stated that you advised me of the results on XXXX XXXX 2017 . So again, why would you report derogatory information to the credit bureaus on XXXX XXXX , 2017, if yo u did not notify me of the results until XXXX XXXX 2017. I have never spoken to XXXX XXXX XXXX ( never ) about this situation as you state. The only correspondence I received is dated XXXX XXXX 2017 at XXXX XXXX and attached below. She did not notify me of credit reporting and the balance was due as you stated. Please see below and review the attached document. " USAA XXXX XXXX / XXXX XXXX Dear XXXX XXXX , Thank you for sharing your feedback with the CEO Office. I am the business expert assigned to assist you with your concerns. Unfortunately I have not been able to reach you by phone. At your convenience please contact me directly by dialing XXXX ext. XXXX . I am in the office Monday through Friday from XXXX XXXX to XXXX XXXX CST. If I am not available please leave a message. I strive to return your call the same business day if not the next. If email is your preferred method of communication please feel free to respond to this email or if you prefer, please let me know how I may best reach you. I look forward to the opportunity to assist you and thank you in advance for your time. We value your business and the opportunity to serve all your financial needs. Thank you, XXXX XXXX USAA USAA means United Services Automobile Association and its affiliates. Collapse '' I replied to this/her first message ever with my response to the CFPB and my email address for further contact. I did not receive any further contact from XXXX XXXX XXXX . No letters, no calls, no nothing! The attached notification does not state anything about credit reporting and balances as you suggest. Again, I had already been reported to the credit bureaus on XXXX XXXX 2017, b efore you sent me the letter dated XXXX XXXX 2017. You al so reported derogatory information on XXXX XXXX 2017. T his date is before your date of notification of the fraud investigation to the CFPB on XXXX XXXX 2017. Again, on your previous letter to the CFPB, you stated that you advised me of the results on XXXX XXXX 2017. Your notification of the investigation and results was after you reported derogatory information to the credit bureaus. After the XXXX XXXX 2017 lett er to the CFPB with the fraud investigation results, evidently a payment of {$36.00} was paid due to stress and duress. It is extremely hard for a person to fight a huge company like USAA. I will never be right, even though there are obvious dates of conflict stated directly in your letter. The bottom line : You reported derogatory information to the credit bureaus before you notified me of your investigation and results. ( Especially, after an extremely nice and patient lady, USAA telephone representative, stated that the card was cancelled and not to worry. ) The derogatory information was obviously reported incorrectly by " your '' dates listed above and should be corrected. I would also like to know who I am corresponding with. You have all of my information, and I am continuously asked by USAA representatives for my social security number, but I have no idea who is responding to these complaints. Please advise. I appreciate the review of this matter and look forward to your response. Thank you.
|
| 06/22/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XX/XX/2020 I began the application process through USAA. On that date I was charged {$520.00} for the VA appraisal which I was told needed to be charged immediately to ensure it was completed on time. However, the appraisal was not ordered for 1 week after I paid for it. It was ordered on XX/XX/2020. This could delay our 45 day closing on XX/XX/XXXX due to USAA delaying the ordering process.
On XX/XX/XXXX, all requested documentation was uploaded except for a VA escape clause or proof of liquidation of 401k assets. Myself and my realtor contacted USAA to clarify when they would be sending the clause and also to reinstate to them that I would not be using any tax-deferred assets, and that the funds would be coming from a taxable brokerage account. We received no response to these inquiries even after filing a XXXX complaint.
On XX/XX/2020 we received a request for additional documentation that stated it must be submitted no later than 24 hours. We submitted everything by XXXX EST on XX/XX/XXXX. The documents were not reviewed until XX/XX/XXXX. At that time the processor called me for clarification on my wife 's employment. The processor notified me that my wife 's full time employment was removed from our application and her part time employer was added, which essentially cut our perceived income by 50 % Additional documents including 4 pay statements and 2 years of W2 forms were provided to correct this issue created by USAA. On XX/XX/XXXX we received a notice from USAA stating that if all documentation was not provided by XX/XX/XXXX they would not be able to assist us with a mortgage. The requested documents included the VA escape clause which had not yet been provided and proof of liquidation of 401k assets. At this time I informed USAA for a 3rd time that we had not received the escape clause from them as well as that I never mentioned liquidating retirement assets for the closing costs and would not be doing so. My realtor had also requested the when the appraisal was ordered and when it would be received and she was provided two different answers from the processor and loan officer. At this time my realtor was told to no longer contact the loan officer and that we would no longer have communication with the loan officer. We were able to confirm that the appraisal was ordered one week after it was paid for but without an explanation. On XX/XX/XXXX I also filed the complaint with the XXXX to receive additional assistance from USAA.
On XX/XX/XXXX I was notified that there was " oversight '' on the hours I work with my employer on the documentation I had provided. I have not received any clarification as to what that oversight was. They stated that they would no longer need to verify my employment. I have not received clarification on why a verification would not be required and also asked when we would receive the appraisal. The processor also stated that I signed a VA escape clause and my wife had not, but I had not signed any documentation that my wife has not also signed.
On XX/XX/XXXX I was notified that the appraisal was received by USAA and on XX/XX/XXXX. We also received a document request asking us to sign to waive our right to see the appraisal. This request being sent 18 days prior to our closing date alarmed us greatly. We immediately requested an explanation why they would want us to waive our right to see the appraisal and the processor and USAA XXXX investigator both said this is an automated request. I was also told that the processor 's manager attempted to call me and left a message to explain the issues that we have been having on XX/XX/XXXX, however I had no missed calls or voicemails from the manager. I attempted to call the manager to clarify this and left a voicemail. I have received no response.
At this point USAA has had the appraisal for 4 days however has not provided it to us after it was ordered late. There has been no explanation as to why they are continuing to ask for liquidation of 401k assets. There has been no explanation of the VA escape clause and when they would provide it to us, as it needs to be signed by both us and the seller. There was no explanation for the late ordering of the appraisal. As of today the processor is still attempting to do employment checks for my wife however failed to mention that she is also doing a salary verification that requires additional access prior to being released to a 3rd party, which has caused additional delays by 4 days.
On XX/XX/XXXX the processor stated we would be sent the appraisal no later than XX/XX/XXXX. After a phone call today my wife was informed that would no longer be the case and they would not be give a new time but stated the review process can take an additional 1-2 weeks.
|
| 12/28/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
In XXXX of XX/XX/2019I refinanced my FHA home mortgage that was owned by XXXX XXXX XXXX. My refinance and loan were handled by USAA. I worked with a loan officer on the terms of my refinance. The goal was to both get rid of PMI payments as well as lower my monthly amount due. Over this correspondence my predicted estimates were reasonable and agreeable in that it would make sense for me to refinance as the original lender could not beat USAA 's offer. See image one that clearly states that the estimated total includes property taxes.
Even looking at my closing cost details of the document that I signed for the new loan agreement nothing looks off as to the issue that later became apparent. See image two, the documents clearly show that Property Taxes are shown as both " ( 6 mo. ) '' and " per month for 6 mo. ". This was also explicitly expressed by myself to the loan officer in the initial correspondence about refinancing my loan. My loan was signed and closed XX/XX/2019.
My payment was as expected until XXXX. On XX/XX/XXXX, the mortgage server XXXX did an escrow analysis that projected that my escrow account would be underfunded and that my payment would be increased. There was no communication of this action or increase, I logged into my account that month to see that my payment had increased XXXX dollars or 20 % increase.
I initially contacted USAA support to explain why this was the case. They referred me to XXXX XXXX for support as they weren't the loan servicer. I contacted XXXX at least 3 times asking for them to explain why my payment and escrow account would have any issue barely 6 months after refinancing. I have purchased 2 homes prior and never had an issue. Finally they expressed that there was an error in the calculation of the origination of the loan when it was funded and that they only serviced the loan and that USAA are the ones that handle the loan origination.
So back to USAA support, multiple calls and multiple personnel, eventually I was told to contact the person who was my loan agent during that time. I contacted her and asked for an explanation as to what happened. I did not receive a response for a week so I contacted her manager, then loan agent called the following day. She expressed that they had made an error and had calculated my semi-annual property taxes on an annual basis. By that calculation the difference in what my projected monthly payment would be was substantial. Substantial enough that I would not have refinanced with USAA nor would it have made a difference in my payment, as I am now paying exactly the same amount as I was before refinancing.
She said that there was nothing that they could do as the loan was closed and referred me to their Executive Resolution team to see if they could help resolve this. After being sent to this new team and them reviewing my account and what had happened they expressed that while they messed up and calculated the costs wrong, that they could do nothing.
As a consumer and researching this issue, this is not only predatory behavior, but unconscionable. USAA has a team of lawyers, they have entire departments and specialized teams that review loan applications at multiple steps. I look at both the documents I was sent prior to my loan closing, and the actual closing documents and see that it clearly states that there is the distinction of the property taxes listed amount is for semi-annually or 6 months.
How is it that there is no liability for a financial firm on this. Of course they are going to drive down any payment or cost to the consumer that will make them think they may be getting a better deal, when reality there is no risk to them for funding a miscalculated loan where the burden of the error only falls directly on the consumer. I don't use their services to be hoodwinked into a deal, I assume in good faith that my best interests are being looked out for when I choose to do business with a company.
After their executive team failed to resolve the issue besides shrugging their shoulders, I asked to speak with any VP over the departments, supervising leads, or somebody other than someone that is going to tell me " yeah sorry we made and error but we can't do anything ''.
In short, I was given a payment of XXXX monthly, after six months this amount rose to XXXX without communication or explanation. Only after calling and investigating did I find that the origination of the loan by USAA the property taxes of XXXX semi annually had been calculated as the annual amount. Their error, will cost XXXX dollars over the life of the loan. How is it that a regulated financial institution such as USAA, can't both be held liable or even offer some type of recourse for an error that they made.
|
| 01/02/2024 |
Yes |
- Vehicle loan or lease
- Loan
|
- Repossession
- Deficiency balance after repossession
|
|
Web |
Servicemember |
|
XXXX XXXXXXXX : When any goods have been repossessed after default in accordance with XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, the seller or holder shall not be entitled to recover a deficiency against the buyer unless within XXXX days after said repossession he forwards by registered or certified mail or statutory overnight delivery to the address of the buyer shown on the contract or later designated by the buyer a notice of the sellers or holders intention to pursue a deficiency claim against the buyer. The notice shall also advise the buyer of his rights of redemption, as well as his right to demand a public sale of the repossessed goods. In the event the buyer exercises his right to demand a public sale of the goods, he shall in writing so advise the seller or holder of his election by registered or certified mail or statutory overnight delivery addressed to the seller or holder at the address from which the sellers or holders notice emanated, within XXXX days after the posting of the original sellers or holders notice.
XXXX XXXXXXXX : When any motor vehicle has been repossessed after default in accordance with XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, the seller or holder shall not be entitled to recover a deficiency against the buyer unless within XXXX days after the repossession he or she forwards by registered or certified mail or statutory overnight delivery to the address of the buyer shown on the contract or later designated by the buyer a notice of the sellers or holders intention to pursue a deficiency claim against the buyer. The notice shall also advise the buyer of his or her rights of redemption, as well as his or her right to demand a public sale of the repossessed motor vehicle. In the event the buyer exercises his or her right to demand a public sale of the goods, he or she shall in writing so advise the seller or holder of his or her election by registered or certified mail or statutory overnight delivery addressed to the seller or holder at the address from which the sellers or holders notice emanated within XXXX days after the posting of the original sellers or holders notice.
In the event of election of such public sale by the buyer, the seller or holder shall dispose of said repossessed motor vehicle at a public sale as provided by law, to be held in the state and county where the original sale took place, or the state and county where the motor vehicle was repossessed, or the state and county of the buyers residence, at the sellers election.
XXXX XXXXXXXX : After default, a secured party may take possession of the collateral and without removal, may render equipment unusable and dispose of collateral on a debtor 's premises under Code Section 11-9-610. A secured party may proceed under subsection ( a ) of this code section : ( 2 ) without judicial process if it proceeds without breach of the peace. If so agreed, and in any event after default, a secured party may require the debtor to assemble the collateral and make it available to the secured party at a place to be designated by the secured party which is reasonably convenient to both parties.
XXXX XXXXXXXX : After default, a secured party may sell, lease, license, or otherwise dispose of any or all of the collateral in its present condition or following any commercially reasonable preparation or processing. Every aspect of a disposition of collateral, including the method, manner, time, place, and other terms, must be commercially reasonable. If commercially reasonable, a secured party may dispose of collateral by public or private proceedings, by XXXX or more contracts, as a unit or in parcels, and at any time and place and on any terms.
USAA Federal Savings Bank has disregarded the above listed XXXX codes in regard to repossesses after default. USAA FSB did in fact issue me a notice that it was going to repossess my vehicle upon nonpayment of the default it claimed I was in ; however, that was the XXXX and only notice I received from USAA FSB concerning the repossession of my property. I do not recall the exact date, but the time was approximately XXXXXXXX XXXX during the last week of XX/XX/2019 when the vehicle was stolen by USAA FSB under false pretenses. The business did not deliver to me any notice of intent to collect deficiency, nor was I made aware of the final disposition of the vehicle after its repossession and sell. USAA FSB continues to make claims that I owe a deficiency of XXXX on a principal balance of XXXX. I have made multiple requests to the institution for copies of my account statements and payment history so that I can verify the payments I made, but it is my concern that USAA FSB has deleted said records.
|
| 01/29/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
Servicemember |
|
I took advantage of a credit card balance transfer for a promotion of 0 % APR for 15 months with a 3 % transaction fee with USAA Federal Savings Bank in XXXX of XXXX that stated : " 0 % Promotional XXXX for 15 months on Balance Transfers and Convenience Checks that post by XX/XX/XXXX Your variable Regular Cash Advance XXXX of 17.4 % applies thereafter. '' " Save on interest with a 0 % promotional APR for 15 months on Balance Transfers and Convenience Checks that post between XX/XX/XXXX, and XX/XX/XXXX.
After your XX/XX/XXXX billing cycle, your Regular Cash Advance APR, currently 17.4 %, will apply to these balances. This APR will vary with the market based on the Prime Rate. Each Balance Transfer and Convenience Check has a transaction fee of 3 %. '' " Each Balance Transfer and Convenience Check has a transaction fee of 3 %. If you do a Balance Transfer or write a Convenience Check with this offer, we will charge you interest on all new and outstanding Purchases until you pay your entire balance in full, including the amount of any Balance Transfer or Convenience Check. After that, you will have a grace period on Purchases when you pay your entire statement balance each month by the payment due date.
During any period when your account has Servicemembers Civil Relief Act or state military benefits applied, the maximum interest charged will be limited to 4 % and all account-related fees will be waived. '' At the conclusion of this period, I had been monitoring my credit card statements from USAA, and received a statement on XX/XX/XXXX for a statement that was ending XX/XX/XXXX, which had my promotional balance transfer still listed on it for an amount of {$7800.00} even though my actual balance on the statement itself was for {$7800.00} for total remaining balance, with a statement payment due date of XX/XX/XXXX. I made two payments, one on XX/XX/XXXX for {$1300.00} and a second on XX/XX/XXXX for {$6500.00} to satisfy the entire remaining balance.
Unfortunately, I then received my next credit card statement ending XX/XX/XXXX, and was surprised to see a charge for interest on cash advances for {$94.00}. I reached out to USAA and was told that effective the end of XX/XX/XXXX that the entire {$7800.00} balance had moved to a cash advance status and began accruing interest at a 21.15 % rate. There was no other indication on any statement that this would happen, and so I brought this to USAA 's attention via several phone calls and requested that they waive the interest charge because it was not at all clear from the statement that this is what would happen. Their statement actually confusingly has a line that states : " Paying Interest and Your Grace Period : We will not charge you any further interest on your Purchase Balance on this Statement if you pay your entire New Balance by your Payment Due Date of XX/XX/XXXX '', which would lead a rational individual to believe that paying the entire remaining balance, or amount shown in " New Balance '' at the top of the statement by that payment due date would lead to no interest being accrued. My belief is that USAA is being intentionally vague and misleading with the way their statements are worded such that they can extract additional interest from individuals who otherwise had every intention of satisfying the requirements of their payment due date.
I spoke with several individuals at USAA to again try and resolve this, and even received a call back from a XXXX who replied from the " Office of the CEO '' at USAA, however, USAA was unwilling to admit at all that during that call that they thought there was any confusion based on how the statements were worded, and that I should have known based on the terms of the offer ( written above ) that the interest would accrue immediately after the conclusion of the promotional balance transfer date. Interestingly, the first person I spoke with at USAA to bring this to their attention DID actually agree with me that it would be something that could be construed as confusing for a normal person to otherwise know just when exactly a payment was due to satisfy the requirements of a balance transfer, which is what ended up having the call escalated otherwise.
Clearly USAA only cares about advertising for XXXX and XXXX XXXX games now, so it's not surprising that this continues to happen, as the culture that exists at USAA continues to be not one interested in it's original intent of serving the US military service members and their families. See the past 5 years history for USAA where they've been fined multiple times by the OCC for various serious infractions that equate to a " pattern of misconduct '' and skirting banking laws.
|
| 05/02/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
|
|
I received an offer via e-mail from USAA suggesting that I use my USAA Preferred Cash Rewards XXXX and, as a result, that I would be given a {$200.00} Reward Bonus. This e-mail stated, " XXXX , if you have n't already, you can earn a {$200.00} bonus reward when you make XXXX or more qualifying purchases on your new USAA XXXX credit card account ending in # # # # by XXXX XXXX XXXX . '' Later, in the 'fine print ' it reads, " To receive the {$200.00} Reward Bonus you must ( 1 ) apply for and be approved for the USAA XXXX XXXX XXXX XXXX XXXX credit card between XX/XX/XXXX and XX/XX/XXXX , and ( 2 ) complete XXXX Qualifying purchases between the time the account is opened and XX/XX/XXXX . A Qualifying Purchase is any purchase with a merchant that accepts your card, but excludes any balance transfers, convenience checks, and other cash advances. '' I did everything exactly as it says in the description of the promotion. My application for the credit card was approved on XXXX XXXX XXXX XXXX . I kept copies of both the offer and the list of transactions, including each qualifying merchant purchase, all of which occurred between XXXX XXXX and XXXX XXXX XXXX . I phoned the company to inquire about the Bonus Reward Points in XXXX and they told me that the points would n't show up until late XXXX . I called them back on XXXX XXXX and the customer service representative said that the bonus did not apply because I was approved for the card after XXXX XXXX XXXX . A subsequent customer service representative, to which I was forwarded by the first representative, asked me to scan my documents on my scanner and send in the paperwork showing the terms of the offer and the paper showing all of the qualifying purchases. She kept me on the phone for over an hour and kept saying that she could not see the documents that I scanned and sent in, she needed to put me on hold while she checked on ( an endless list of ) something ( s ) . At the end of the conversation the woman promised that she would get to the bottom of the situation and call me back to leave a message. I never got this phone call. The next day, I called the company back and the customer service representative apparently had no record of my phone call the day before. She said that she reviewed the documents that I had sent but that, because the card was approved after XXXX XXXX XXXX , the offer did n't apply. This was, of course, despite the fact that the documents that I had sent in very clearly stated that the deadline was XXXX XXXX XXXX In addition to these fraudulent activities it was readily apparent that the customer service representatives are trained to put people on hold for ridiculously long periods of time in the hope that they will just give up and hang up their phones. When I finally decided that this business was flagrantly committing fraud, I decided that I needed to cancel my credit cards issued through their bank. First the representative continued putting me on hold ( again ), thi s time for even more ridiculously long periods of time. Then the customer service representative insisted that, before she could cancel my credit cards, she was required to read to me a [ never-ending ] set of documents that must serve as reading material for a filibuster in congress. After listening to her read this material for several minutes it became clear to me that she, and this company, had no intention of allowing me to cancel my credit cards, just as they had no intention of honoring their bogus rewards offer. There needs to be some sort of recourse for consumers who become the victim of these kinds of fraudulent scams so that the companies perpetrating them are held financially accountable. If a company sends out an advertisement promising rewards then they should be required to honor the offer when a customer complies. Also, repeatedly putting customers on hold for extended periods of time, when they 're simply trying to perform a routine transaction such as canceling a credit card, is more than just rude. This unscrupulous tactic allows these businesses to retain accounts on " customers '' that may later lead to the accounts being misused or billed for service charges. This is somewhat similar to the XXXX XXXX scandal where people were signed up for accounts that they did n't open. Except that, in this case, the company is just refusing to close an account that customers are trying to close. The end result is the same, however : a consumer with some extraneous account that they do n't want and a happy bank representative with another small bonus.
|
| 11/04/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
I accessed the USAA website on XX/XX/XXXX and found that one of my savings accounts ( XXXX XXXX ) had {$5000.00} more than it should ( approximately {$15000.00} rather than {$10000.00}. I immediately called USAA and informed representative " XXXX '' that of the excess balance. She informed me that she would inform the Fraud team and, in response to my concerns that my accounts will be protected.
I accessed the USAA website on XX/XX/XXXX and noticed that there was a pending transfer of {$10000.00}. I immediately called USAA speaking with XXXX who informed me that the Fraud team doesn't freeze accounts until their investigation is complete. XXXX said that she had stopped further access to the account but that this doesn't bloack the pending {$10000.00} transfer.
I accessed the USAA website a second time on XX/XX/XXXX and noticed that another {$10000.00} transfer was in progress. I immediately contacted USAA representative XXXX to report the new {$10000.00} transfer and to ask why USAA had not stopped access to the account. XXXX contacted the Fraud team and connected me to Fraud team representative XXXX. Fraud team is working the issue.
On XX/XX/XXXX, my wife informed me that her USAA checking account debit card was declined at a gas station. I checked the USAA website and found that the checking account balance was {$5100.00} I immediately contacted USAA representative XXXX who informed me that the checking account was blocked to protect assets. XXXX told me that she doesn't have the authority to unblock the account and that I should contact USAA during work hours to discuss this issue.
I contacted USAA on XX/XX/XXXX ( work hours ) and reported the locked checking account to representative XXXX. He connected me with Fraud team ( member security ) representative XXXX. XXXX spoke to me and my wife XXXX to confirm her identity- we sent a picture of XXXXXXXX XXXX drivers license through the USAA.COM verify portal. XXXX is sending XXXX a " security check list '' on email to wife XXXX to complete and return to USAA. XXXX asked us if we recognized account numbers ending in XXXX and XXXX ( added on XX/XX/XXXX ). We replied that we didn't recognize the two accounts. XXXX unlocked the checking account.
I accessed the USAA website on XX/XX/XXXX and noticed another unauthorized transaction of {$5000.00}. I immediately contacted USAA representative XXXX who connected me with XXXX. I reported the latest withdrawal transfer of $ XXXX " convenience check '' ( four of the last five withdrawals used convenience checks, the fifth was to account ending in XXXX ). I reminded XXXX that XXXX ( on XX/XX/XXXX ) told me that my accounts would be protected.XXXX asked if USAA had contacted me to discuss this issue. I replied that USAA had never contacted me and that I had made all calls to try to stop the unauthorized transactions. I also informed her of our conversation with XXXX and that XXXX had sent the security checklist to wife XXXX. XXXX replied that there was no XXXX in the organization and that USAA does not send security check lists. XXXX later admitted that there was a XXXX in her group. XXXX also accused wife XXXX of making the unauthorized transactions. I and wife XXXX said that XXXX had not logged into USAA for a number of years. XXXX replied that she " totally believed '' that XXXX had not logged onto USAA and that XXXX would have the analysts re-review the issue and that the second review would take three business days and that XXXX and I should call USAA on XX/XX/XXXX for status. XXXX will unlock the checking account so that I can pay bills. I mentioned the recent ( XX/XX/XXXX through XX/XX/XXXX ) USAA data breach as a possible source for passwords and ID required for fraudulent access on XXXX account. It's interesting to note that XXXX would not acknowledge that there was a data breach and stated that USAA doesn't store passwords in their system. I asked how the USAA system verified if passwords entered for access were valid - no response.
I had no access to the USAA website on XX/XX/XXXX. I immediately contacted USAA representative XXXX. XXXX investigated and informed me that both accounts were clsed due to fraud and that I would be responsible for the existing ( {$25000.00} ) negative balance. I informed her of the ongoing review ( XXXX ) scheduled to be completed on XX/XX/XXXX.
On XX/XX/XXXX i received an email from XXXX XXXX that the payment that I had scheduled some days earlier had been cancelled by USAA. I also checked XXXX and found that two payments had been rescinded. No notification from USAA of these actions.
I have been blocked from access to the USAA website so that I can not provide any documentation.
|
| 03/19/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
I am writing because of situation with USAA Savings Bank. Last week, the week of XX/XX/2018, I noticed a {$35.00} annual fee for my secured credit card. I had a {$250.00} CD secured account for which I had a credit card with. I had never noticed a fee before and called and talked to a male customer service rep. I inquired about the fee and told him I had never noticed it before and he said it was always charged. I went back to the year prior in XXXX and couldn't find it but he said it was there and I then located in what I think was XXXX. I asked how come the bank was hold my money and charging me a fee and I didn't think it was fair. I said I was half tempted to close my account ... he was all for that. I said so if I close my account I will have my {$35.00} refunded and he said no so I said forget it, I would wait a year. He verbally acknowledged this and when were done my credit card and secured CD account were intact.
This week I receive a letter saying my account had been closed. I called 2 different people and talked to a couple, and had a chat with one. The end result was : Inbox | USAA I attempted to contact you by phone at ( XXXX ) XXXX to discuss your closed secured credit card from your earlier chat. However, I was unsuccessful and left you a voicemail. I do want to greatly apologize for the closure of your secured card as I understand that you changed your mind about closing the card because of the annual fee. I do regret that once the account is closed, we are unable to reopen the account or credit back the {$35.00} annual fee that was assessed. Please know that I have certainly provided feedback on this action that was taken on your account.
XXXX XXXX, again, I can not apologize enough for the closure that happened on your account. If you have any questions, please respond to this message or contact us at ( XXXX ) XXXX, by using our mobile shortcut # XXXX, or ( XXXX ) XXXX.
I am committed to providing you with best in class service. I understand this matter has taken longer than you would have liked ; however, I hope my actions and dedication for a resolution have regained your trust.
Thank you, XXXX XXXX USAA USAA means United Services Automobile Association and its affiliates.
The rates I disclose to you are Annual Percentage Rates.
I responded : Inbox | USAA Regained my trust? You close my credit card, take my money that was for the secured account and put it to pay my credit card bill without my permission. I am so livid. I don't care if you open an new account with a new credit card number but you all need to make this right. I was told that it was because the person I had been talking to had already filled out the paperwork to close the account. I would like a copy of that phone conversation please. He wasnt like most USAA employees and was abrupt and not helpful. I feel he closed the account because of spite. How could he fill out the paperwork and submit it in a conversation that must have lasted at most 5 minutes and at which time he repeated back that the account was still intact. I think the problem may have been with him but no matter what the audio tape of our conversation could prove that I am right. You used my money without my permission. Please resolve this as my next step is to file a complaint with the following : Complaint Instructions. Montana. Regulator : Division of Banking and Financial Institutions Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, MT XXXX. Phone : ( XXXX ) XXXX. Website : http : //www.banking.mt.gov/default.mcpx Complaint Instructions Which USAA responded : Inbox | USAA We received your response. I do apologize, but when a secured CD account is closed, funds are automatically applied to clear any balance with the linked secured credit card account. I can certainly understand your frustration, but as previously mentioned, no further action can be taken as the account has already been closed. Unfortunately, we are unable to provide you with a copy of the previous phone conversation. However, coaching feedback was provided through our previous correspondence to be addressed with the proper area.
I am sorry for any inconvenience this matter has caused for you.
Thank you, XXXX XXXX USAA My question is how come my account was closed, credit card paid off and the bank who wasn't given permission to do so can just not fix it. I would like my card back and the XXXX put back in my account and if not that then refund me my annual fee. This person who did this was kind of hostile and rude and I truly believe it was done on purpose and that USAA should fix this situation.
My name is XXXX XXXX XXXX XXXX XXXX XXXX, MT XXXX XXXX Account Summary Account Number XXXX
|
| 03/28/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Throughout my career, I've had to make financial decisions to protect my home from foreclosure due to changing wages and jobs. When I changed jobs years ago, I was concerned with making my mortgage payment during the low paying early years with my then company and took out a home equity line of credit with USAA Federal Savings Bank, XXXX XXXX, Texas. I've had this line of credit drawn to some extent since that time and am now in the last few months of attempting to pay off the equity loan to USAA. With any other account at USAA, customers are allowed to set up recurring payments on the USAA website, which is mostly quick and seamless and allows us to manage our interest bearing accounts in a timely manner. However, with USAA HELOC payments, USAA does not allow us to set up recurring payments on their website but forces us to submit paper documents through the US mail in order to set up recurring payments. As many people know, these payments can be large, which requires payments to change from time to time, based upon changing financial situations. USAA blocks our ability to seamlessly change principle recurring payments because these loans are interest bearing loans and USAA benefits from actions like this because it makes it difficult for members like myself to change principle recurring payments. USAA allows only ONE TIME PRINCIPLE payments via their website but will not allow me to make a recurring principle payment, nor change interest payment accounts, on the USAA website. Today, the Chairman of the Federal Reserve is raising interest rates monthly and customers need a seamless way to change payments to HELOC loans. USAA is intentionally keeping this policy because this discourages those who are less capable for whatever reason that may be ( no printers, no access to computers, etc., ... ) from changing their payments for their benefit. If USAA can put obstacles like required paper documents having to be mailed to the banks headquarters in Texas, USAA knows that a portion of people will choose to delay this action or not to do this at all and USAA can capitalize on interest payments for these large HELOC loans. Today, I asked XXXX in the USAA Home Equity Loans Department why USAA does this and her explanation was to simply tell me the name of my Home Equity Line of Credit account as if the type of account was justification alone and with no explanation at all of why this is mandated. When I explained to XXXX the reasons why USAA is doing this to customers, her only reply was to state, " I don't think that is the reason why ''. When I asked her why she had that opinion, she admitted that she had no reason why she would say that, that she wasn't going to tell me why she thought that and was simply blindly backing USAAs decision to block our seamless ability to change HELOC recurring payment changes on their website. This action by USAA is not due to any local, state nor federal rules nor regulations nor laws and is simply being done to make more money from their members ... something they routinely state that they do not do. It is a corrupt practice and needs to be changed so members can immediately and seamlessly start or change HELOC recurring principle and/or interest payment details. USAA allows for automatic payments of many kinds : Automatic future payments of their VISA card balances ; third-party automatic recurring checking payments outside of USAA ; and on the USAA Pay Bills page, USAA allows members to both, " Set Up Automatic Payments '' and to " Modify Automatic Payments '', but when you ask to do this with a high interest yielding HELOC loan, USAA refuses to allow this to be done via the USAA website ... .. so they can make money off of the members, period. USAA needs to invest time, energy and money ( instead of the multi-million dollar contract paid out to XXXX superstar XXXX XXXX, one of the most famous and wealthy XXXX players in recent history for the most recent and well known membership add on national TV ) in order to provide a means by which members can both initiate and modify recurring principle and interest payments, just like they've done for almost every other account on USAA.com. This is a gross mismanagement of USAA members funds- paying millions to an extremely wealthy XXXX superstar rather than making programming features available to members, which will save them time and money. And this is an obvious tactic to abuse members for revenue instead of a seamless and service based experience. There simply is no regulation which prevents members from paying off HELOC loans seamlessly through the USAA website. USAA is simply doing this to extort money from their long time members.
|
| 01/02/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Servicemember |
|
My wife and I were scammed after trying to sell our washer and dryer on the app XXXX XXXX and now our bank is refusing to help us claiming nothing can be done and that they are not liable for what happened.
On XX/XX/XXXX an individual said they were interested and we began to exchange information to complete the sale along with the transaction. The buyer said that they would mail us a check due to them being out on a business trip and that they were scammed before and that was the only way they would purchase the items we were selling.
A few days later on XX/XX/19 XXXX we received the check in the mail ; mind you we were selling the washer and dryer for only XXXX dollars. The individual texted me stating that their secretary had accidentally sent a little extra and the amount to pay the movers that were scheduled to come pick up the washer and dryer. The check we received was for the amount XXXX. Upon receiving the check, I confirmed that I indeed did get the check.
Immediately after the confirmation the individual gave me the information of the movers to send the remaining funds to via XXXX on USAA. Those individuals that we were instructed too send the funds to listed below : 1. XXXX XXXX Email : XXXX Amount sent : XXXX Dollars ( payment from first check ) 2. XXXX XXXX Email : XXXX XXXX : XXXX Dollars ( Payment from money split between both checks ) A few days later we received a second check in the mail ; mind you nothing has happened to our account yet, the check was for the same amount XXXX. I immediately notified the individual about it, he stated that the mover never received the funds and that the check was to make those payments. So again I deposited into my USAA account, this time they put a hold on the check due to it putting me over my monthly deposit amount. Then they began asking for my account information as well as routing number so that an individual could send me funds, I immediately refused and told the person that once the funds passed through the account that I would send the money back to them and break contact and schedule a date for the movers to come pick up the washer and dryer on XXXX XXXX when the check was supposed to clear.
XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX2020 I began monitoring my account to see if the check by chance cleared, as the first check all the funds were " available '' immediately upon deposit. I began to notice money began disappearing from the account because the checks bounced and USAA began taking the funds from my account. I lost my paycheck of XXXX and my stimulus check XXXX dollars during this whole process. I Immediately got on the phone with USAA to file a dispute and a claim for scam to start an investigation. I also called the bank that was on the checks we received, XXXX XXXX, and gave them the information on the check ; name, account number, check number, etc. After a brief period the bank confirmed that those checks were fraudulent and that the individual did not have an account with them. When giving them the name XXXX XXXX XXXX XXXX they also confirmed that they have had numerous incidents pertaining to this individual and that he has scammed multiple people the same way in the recent days.
After finding out this information I returned a call to USAA and notified them of the issue and they added notations to the investigation they started. Not once did they attempt to freeze my account or anything of that nature which is usually done when either fraud or a scam is reported. All I kept getting from each representative was that there was nothing that could be done and they were not able to reimburse the funds lost because they were not liable for scam/fraud. My wife and I lost an estimated XXXX dollars during this process due to USAAs lack of urgency and cooperation during the incident. Some representatives were very unprofessional and rude when speaking to either my wife or myself. I have gone through all the proper channels in trying to resolve this issue i.e. filed the scam incident with the Federal Trade Commission, notified USAA and filed a dispute/scam claim, switched banks and accounts, changed payments from USAA account to new bank account.
With everything that happened USAA and being in the XXXX they could have handled the situation a lot more professionally and urgently. My wife and XXXX children really took a hit during this whole incident emotionally and mentally. We had to find a way to pay rent, car payment, and insurance as well as other bills and necessities.
Attached to this complaint is a photo of both fraudulent checks as well as the letter from USAA claiming there is no fraud and there is no further action that can be taken.
|
| 03/12/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Sir/Ma'am, XXXX XXXX Member IDXXXX Account Closer and Termination of Membership I'm writing about a close account with USAA. I contacted the bank on or around XXXX XX/XX/XXXX about fraudulent activity on my credit card accounts. The representative took my complaint and forwarded it to the Fraud Department. someone from the Fraud Department call me the same day or a day later to get an report. I gave my report and the agent went back over what he wrote and there was one statement that I didn't agree what was written. cant remember the exact wording, but it was to the fact that I have given my banking information to someone and I did not make that statement. And he told me that since there was an discrepancy with that particular statement that it would have to be looked into by someone else. He also told me that after the statement was looked at again that USAA could stop my membership along with close all of my banking accounts. I asked how when I didn't have anything to do with it. I'm sure you all will see all of what I'm saying on the report. Long story short I get a call yesterday XXXX XX/XX/XXXX informing me that USAA will no longer do business with me and that all of my accounts will be closed within the 60 days. At this time I ask does that mean I can never get my memberships back again and he said no you will not be able to. I was very frustrated to hear this but I had no other choice but to accept. I used USAA as my primary banking institute. I tried to access my account to bay bills, the most important was my electrical bill that's due XXXX XX/XX/XXXX. I have no other money that I have access to. Not only is my electrical bill due and at risk at being cut off, I have child care, I need food to feed my family, gas to get back and forth to work, medication for my wife, water bill is due next week, along with other bills that I have. I am the sole source of income right now my wife has not worked since XX/XX/XXXX due to the pandemic she received unemployment for about six weeks and nothing afterwards. She also was diagnosed with XXXX and XXXX XXXX and she has to have medication to manage the pain along with doctor visits. This really put me and family under finical stress during this terrible time that we are having with the pandemic. I don't understand how a bank could do Americans like this at this during this dark time we are experiencing. to take away someone's money when people are struggling to make mortgage payments, food on their tables, paying their electrical bills all of the necessities required in order to live and try to provide for their families. There should be a Federal Mandate on bans that require them not to close people accounts during a pandemic or at least give them 30 days to get their affairs in order so that they are able to have access to their money and can continue to pay their bills and have food. Again I just don't see how you can do fellow Americans like this. President Biden 's intent is to help all Americans during the pandemic and I'm sure he wouldn't like to hear what banks are doing to their customers instead of helping them you are hurting them. President Biden signed the American Rescue Plan to send Americans up to {$1400.00} to help people like me and my family. My stimulus was scheduled to be deposited into my USAA account, but not it cant because my account is closed. This stimulus would have really helped my family to pay bills relieving some stress from us. not only that my IRS return was scheduled to be deposited into this account that I can't receive. Then I'm told that deposits can come in but nothing can go out. So that means you can hold my much needed money for up to 60 days before you close out my accounts and then send my money. In 60 days I would more than likely be have lost everything that I have my home, cars, credit. Our stimulus and our IRS returns would have really help us from struggling and provided us the opportunity to see some light. This is really wrong to do people like this and I think you need to take a look into your banking rules and be compassionate during this time.
I would like for you to please un-restrict my account and allow me to at least get money to pay my bills and provide for my family. But again I did not attempt any fraud on any of my accounts and I ask that it be looked at again at the highest level.
I would like for you to consider expediating my account to do whatever needs to be done so that I can move on and put this behind me. I have always appreciated being a member of USAA and do not like the way our relationship ended although I do know you have rules and regulations.
Thank you
|
| 01/20/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
XX/XX/XXXX - Fraud/Identity Theft committed against me involving personal checking account @ USAA Federal Savings Bank XXXXXX/XX/XXXX - Unauthorized access involving personal financial accounts @ USAA Federal Savings Bank, unauthorized access to USAA Banking XXXX using stolen XXXX XXXX XXXX XXXX. USAA Account Numbers, USAA XXXX card number and XXXX number stolen to commit Fraud/Identity Theft.
XX/XX/XXXX- XXXX deposited check thru USAA XXXX XXXX for {$2500.00}. fraudulent business or individual, fraudulent check payable to a fraudulent individual, fraudulent endorsement of check, endorsement of check handwriting non-matching.
XX/XX/XXXX - Fraudulent Debit/Credit/ATM withdrawal transactions for {$2500.00} using reported XXXX XXXX XXXX resulting in XXXX transactions XXXX XXXX XXXX XXXX XXXX {$500.00}.
XX/XX/XXXX - Discovered unauthorized access and fraudulent activity involving USAA Federal Savings Bank accounts and contact XXXX to report Fraud/Identity Theft. Fraud/Identity Theft Dispute XXXX XXXX.
XX/XX/XXXX - Confirm Lost/Stolen Debit/Credit/ATM Card Cancelation and XXXX XXXX XXXX XXXX
XX/XX/XXXX - Fraud/Identity Theft reports submission to local police authorities XX/XX/XXXX, XXXX USAA XXXX XXXX Department XXXX XXXX XXXX XXXX Confirmed, Fraudulent XXXX Returned as a result personal checking account is overdrawn {$2500.00}.
XX/XX/XXXX- USAA Federal Savings Bank accounts are restricted of access, deposits only, no withdrawals allowed. I was even restricted access to accounts and available balance in XXXX account. USAA Federal Savings Bank restricted me accessing available balance in savings account in order to pay XXXX living obligations, purchasing food, etc...
XX/XX/XXXX - USAA Federal Savings Bank XXXX XXXX Results - Fraudulent Debit/Credit/ATM card withdrawal transactions considered as non-fraudulent and I am personally responsible based on the fact that personal Debit/Credit/ATM was used within vicinity of residence and using XXXX number.
XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw thru XXXX XXXX Department XXXX
XX/XX/XXXX - Discovered USAA Federal Savings Bank representatives fail to submit fraud/identity theft dispute reports to XXXX XXXX Department XX/XX/XXXX, XXXX, XXXX, XXXX - Fraud/Identity Theft committed against me again. XXXX transactions attempted again using a cancel Debit/Credit/ATM card. USAA only notify me of suspicious fraudulent activity on XX/XX/XXXX.
XX/XX/XXXX - USAA Federal Savings Bank submission of Fraud/Identity Theft Dispute Report for new suspicious fraudulent withdrawal activity attempted on XX/XX/XXXX, XXXX, XXXX, XXXX.
XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc...
XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw again thru XXXX XXXX Department XXXX
XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, personal necessities, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc. Now, electric, gas, phone, internet companies disconnect services for non-payment. Continue to be unable to purchase food, personal necessities, etc.
XX/XX/XXXX- USAA Federal Savings Bank continues to refuse and deny providing me more detailed fraud/identity theft investigation information or send me more detailed fraud/identity theft investigation information.
XX/XX/XXXX- USAA Federal Savings Bank fraud/identity theft investigation continues, no results so far. USAA Federal Savings Bank continues to restrict banking accounts and denies access to savings account to me in order to pay XXXX living obligations, purchasing food, etc.
XX/XX/XXXX - XXXX XXXX without electricity, gas, phone, internet services due to non-payment and disconnection, unable to pay due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available to pay XXXX obligations. XXXX XXXX without food, unable to purchase food, personal necessities, etc due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available.
|
| 03/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am requesting a formal investigation into how USAA handles disputed transactions. I disputed a transaction in XX/XX/XXXX. This transaction involved a cleaning service that I used regularly. This particular service was for a move-out clean which includes many services which I outlined in the dispute. I provided pictures of items that were not cleaned and I spent 6 hours myself cleaning as much as I could. When you use this service, you do so to leave the apartment in good standing, but also to avoid a cleaning fee billed by the apartment complex. I also provided the emails and text messages that I sent to the merchant advising of their error that were never responded to. I was still charged the cleaning fee from the apartment complex which reiterates the apartment was not cleaned and services I paid for were incomplete. I provided that as well.
In XXXX, I received a letter from USAA requesting more information. Specifically when I asked the merchant for a credit. The merchant failed to respond to any of my correspondence ; however, asking for a credit or refund is not a requirement of the dispute process. In any regard, I reached out to a USAA rep who advised that I needed to type everything out in a document ( tell the story ) and put it in a way that an elementary student could understand it if reading it. I did just that and sent it over to USAA.
In XXXX, I received an identical letter requesting the exact same information as if I had not already provided this information twice. At that point, I decided it was time to file a complaint with the Office of the Comptroller 's office. They referred me to CFPB.
On XX/XX/XXXX, I received another letter from USAA advising that my dispute was not approved and in this letter, they stated that they did a thorough investigation and found there was no error. This couldn't be further from the truth. After receiving the letter, I reached out again to the merchant using the same email address and text contact. This morning ( XX/XX/XXXX ) I received a call from XXXX ( owner ) who stated that they completely dropped the ball on this one and that I did not have to pay for services. XXXX went on to state that she was aware of the dispute and that they intentionally didn't argue the dispute because they wanted me to get my money back. Their failure to respond to my initial complaint was due to their systems going down for their email server. They missed the text message as well. Because it was a move-out, they were out of time to send anyone back out since I no longer had access to the apartment and she confirmed that no one from USAA reached out or they would've advised to refund. That doesn't sound like a thorough investigation.
This is not the first time USAA has denied a valid dispute. I disputed fraudulent activity in XXXX of XXXX in the amount of {$320.00}. I again documented everything and sent it in, and they protected my scammer despite my reporting it to the police and advising who it was.
Prior to that in XXXX, I disputed an ACH payment to XXXX because I no longer had the vehicle the payment was for and the company violated our payment agreement. They found some random reason to deny that ; therefore, I submitted a car payment for a car that I no longer owned which was over {$700.00}.
USAA is comfortable allowing their members to pay for services they did not receive. They are comfortable violating our rights when it comes to fraud. They are comfortable not really doing an investigation but claiming that they did. There is something truly wrong here and they are not complying with the VISA requirements as it pertains to disputes ad upholding the protections we are provided when we experience fraud or do not receive the services that we paid for.
I believe that USAA has implemented its own risk measures which make it difficult for members to successfully utilize their right to dispute transactions. I believe these additional layers include a threshold -- meaning if it's over a certain dollar amount, they will deny the dispute. Or if the likelihood of them getting the funds back from the merchant after providing a temporary credit is low, they deny it. That is their investigation, not actually reaching out to the merchant to get their side of the story. Now, this is all speculation ; however, when I've disputed items under {$100.00} or so, I haven't had any issues. I won't even start on my rental claim that they have completely tried everything to not pay and in order to find out the status I have to reach out. This has been open since XXXX as well. I will report that one to the Department of Insurance.
|
| 05/14/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
Prior to XXXX, I had been satisfied with my service from USAA and did not have any issues with the financial institution. During the summer of XXXX, however, all of that changed.
On XX/XX/XXXX, I secured an auto loan with USAA in the amount of {$50000.00}, to purchase a car from XXXX XXXX XXXX XXXX ( the Dealership ) in XXXX XXXX XXXX, Florida. The agreement with the dealership was that once the deal was funded, the car would be shipped to me in XXXX, Ohio. USAA sent the funds directly to the dealership, and I waited patiently for the car to be shipped to me. After a few weeks, USAA began to contact me about the title to the vehicle. I informed USAA that I never received the vehicle and do not have the title. Although I never received any funds from USAA and USAA never received the title, I was instructed to attempt to resolve the issue directly with the dealership. Unfortunately, while I was trying to resolve the issue with the dealership, the company literally disappeared. The contact information of the dealership was no longer correct.
I should not have been responsible to resolve this issue alone. USAA had a vested interest in this matter, also. I did not have the funds nor the vehicle. USAA never attempted to repossess the vehicle from me, because it was known that I did not have the vehicle. I sent letters requesting a fraud investigation. I was told there was no fraud between USAA and myself, that this was a civil matter, and USAA would not get involved. However, there was fraud between USAA and the dealership, seeing that the money was exchanged between USAA and the dealership for the delivery of a product that was never received by the customer.
Finally, after years of attempting to enlist USAAs assistance, I filed a police report with the XXXX XXXX XXXX Police department ( report number is XXXX-XXXX ). According to Detective XXXX XXXX of the XXXX XXXX XXXX Department, the car has been sold at least twice since it was sold to me, the last known address of the dealership, where USAA sent the funds to pay for the vehicle, is actually a parking garage and not a dealership. I have repeatedly provided all of this information to USAA, to no avail of a resolution. I have not received any assistance from the bank for this clearly fraudulent transaction.
USAA has been reluctant to assist me in this matter. The bank is clearly aware that it has failed in its responsibility to me as a member of USAA, to properly investigate and take action on this case. This was reinforced when I discovered that the signature on the application is not my signature. I have relayed all of the information that I had in the multiple letters that I sent to USAA. However, I received the same response that there is not any fraud found between USAA and the Dealership, and therefore USAA would not do anything. I have sent multiple letters to USAA and the collection agency that USAA hired to collect funds for the account, in an attempt to resolve this issue that has hurt me financially and emotionally.
I have attached the letters that I have sent to USAA and the collection agency.
I have recently obtained new information showing that Mr. XXXX XXXX, has been indicted and sentenced to 48 months in federal prison for laundering the proceeds of fraud against banks in XXXX and elsewhere. The indictment states XXXX, working with others, submitted false loan applications in XX/XX/XXXX to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and USAA Federal Savings Bank, all of which were federally insured. On XX/XX/XXXX, U.S. District Judge XXXX XXXX XXXX sentenced XXXX to 48 months in prison, to be followed by three years of supervised release. The court also ordered him to pay a total of {$410000.00} in restitution to XXXX XXXX XXXX XXXX, USAA Federal Savings Bank, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX. The court found that XXXX XXXX criminal conduct involved {$550000.00} in bank-fraud proceeds and that XXXX employed sophisticated means in fabricating loan documentation and moving funds between bank accounts he controlled.
This new information supports my claim that the information sent to you by the dealership pertaining to the application, the forged signature on the application, the delivery charges for the vehicle, and the title certificate, and all other documents were fraudulent. Additionally, the funds for the car were sent directly to the dealership by USAA and not sent to me. Therefore, the dealership has committed fraud against USAA and myself, causing the entire transaction to be fraudulent and voidable.
|
| 11/28/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
USAA - In XXXX, I ordered supplies from XXXX, to be shipped to my house. The next day, I made a second order. I called the local store ( where it's shipped from XXXX to have them ship all the items on one truck. For a more simple logistics format. They agreed. After 4 weeks, I never received anything. The few things that did randomly come in the mail ( not truck delivery as paid and requested ) they were the wrong items. I disputed the charged with USAA. After several months of fighting it and requesting call backs. Giving all of the information they needed and wanted on the case. They kept refusing to issue the refund to the card. Finally, they issues one refund, but now 5 months later, I'm still waiting for the 2nd refund on the card and the case keeps being dropped with no activity. ( XXXX ).
The XXXX of XXXX, I ordered a new Render station PC from a company called XXXX. While going for a MA in XXXX, I needed the system for the school work. The very first day I received it, I had issues. The system wouldn't work right and it wasn't connected properly in the system. I had to rerun all the cables and make sure it was all plugged in. Finally it booted up and ran. After tryingt o run my animation software, it was running into issues again. I went to the XXXX sites to troubleshoot the parts. But I didn't have the serial numbers to get troubleshoot and technical support assistance for the parts having issues. I contact XXXX several times in attempting to get the serial number. They refused and I have the emails showing that they refused to give serial numbers. After opening the case to find them myself. I saw that the serial numbers have all been removed and scratched off of the parts in the system. Which is 100 % illegal. I finally got the system back to working order and tried to deal with the issues with XXXX. They still refused any thing I was requesting. Finally I ran benchmarks on the system. The system failed in every aspect and the specs with the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX abilities were not working as they should. As many public websites keep records of benchmarks. People with the same system specs that I had. were almost 30 % more power and points related to the bench mark scores.
Upon trying to talk to XXXX about these issues. They again refused to answer and not give me any serial numbers. I filed a report with the FTC. Then disputed the charge with USAA as the parts were obviously counterfeit. USAA has still yet to call me, after the 30+ attempted requests to get a call back from their disputes department. They just keep dropping the case. Even through they have sufficient evidence that the emails from XXXX and the scratched off serial numbers show that there is suspicious activity going on with the PC. I don't even have the PC anymore, as I sent it in to the FTC ( XXXX XXXX XXXX unit related to counterfeit PC parts ) as requested, for their research and reporting. Which I most likely will not get it back. So I'm out nearly {$2000.00} and USAA refuses to look at the evidence or have a competent XXXX look at them, preferably someone who knows anything bout computers. I'm a federal security intelligence contractor by trade and they keep trying to claim that I need a " professional '' account of the counterfeit parts. Which I am clearly capable of assessing myself, with my background in investigations and assisting law enforcement and military related services.
I have a 3rd account that I need to dispute, but I'm trying to work it out with the company for a new pair of glasses and frames that were incorrectly cut and had the wrong prescription lenses. Which is close to {$560.00}. Which USAA will surly waste several months of time and effort in trying to secure a refund from any dispute processes.
USAA disputes dept has constantly lied on internal notes on the account. Claiming that they have tried to call me several times. I'm up from XXXX most days. Usually getting a few hours of sleep staggered through the day because of international work that I do with XXXX services in XXXX XXXX. If they would have called me, I would have received the call. There would have been a missed call. Yet USAA claims that they left voicemails, yet I never had any voicemails from them on my cell phone. So they are blatantly lying about their communication attempts and continuously ignorant to any investigation matters or materials that I submit and causing these disputes to go past the dispute timeframe that is allowed. Leaving me with several hundreds of thousands of dollars and items I never received.
|
| 01/26/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Servicemember |
|
SEE CFPB COMPLAINT LETTER ATTACHED FOR WORD FORMAT OF BELOW.
USAA Bank official/teller check request form faxed to USAA on XX/XX/XXXX@XXXX pacific time.
Check amount : {$20000.00}.
Payable to XXXX ( XXXX XXXX XXXX XXXX ).
Lease Acc # ( see attached ) Payoff.
Mailing request directly to : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX NJ XXXX.
Mailing method : EXPRESS MAIL with TRACKING.
USAA tried to contact me to confirm check submission - No answer.
I called USAA back on the XX/XX/XXXX to discuss why the check was not issued.
They wanted to confirm details. All details were confirmed as correct and I expressed concern that the check had to be sent express, with full tracking and all available safety / consumer protections added. I agreed that there would be a mailing fee of {$14.00} for the Express tracking / postage. I was told that the tracking information would be sent to my email or posted to my account within one day.
USAA says they sent the check. To date, they have not been able to provide any proof a check was even created, such as an image, check number, proof of post or postal tracking.
In addition, USAA has acknowledged in multiple conversations since then, that USAA incorrectly issued the check and 'thinks ' they sent it standard post with absolutely no trace-ability at all.
It was brought to my attention that the check was not received by XXXX on XX/XX/XXXX.
XX/XX/XXXX USAA phone call ( minutes attached ) duration 101mins,18seconds.
Summary : I was told they were not going to help until 90 days had passed.
Spoke with Executive resolutions team member from USAA, XXXX, employee XXXX.
Check status : un-cashed. confirmed it was sent out as standard mail incorrectly by USAA.
Checked mailing address was correct. Was assured that the check was only cash-able by the company and non transferable.
After being put on hold again while he spoke with colleagues, I was told my best option was to HOPE and PREY that the check arrives and USAA accepted no blame for incorrectly sending the check without tracking. Told that i would have to wait 90 days and then be able to submit a form as that's their standard procedure.
XXXX made a conference call to XXXX XXXX XXXX XXXX XXXX. Cell XXXX.
He told her, Due to a USAA error, the check location was untraceable and it was not my fault but they were going to do nothing to help for 90 days.
XXXX said she would speak with her management to see what XXXX could do.
Call end.
XX/XX/XXXX. Phone call with XXXX XXXX ( see minutes attached ). 2 calls at XXXX for 12m,28sec and then at XXXX for 26m,31secs.
Summary : She was pretending to be a skilled specialist manager. She turned out to be an employee of the skilled specialist team. She went through all the exact same points as the earlier call and it became clear that she was only trying to antagonize me with no offer or any type of solution being offered.
XX/XX/XXXX 2nd call to USAA ( minutes attached ) Spoke with manager of skilled specialist team - XXXX XXXX at XXXX for 29 mins, 28 seconds.
Summary : Told of how this bank error was destroying my livelihood because of a usaa error.
Stressed to him that the check was address to a large corporate financial institution.
He put me on hold and listened to the check confirmation phone call on XX/XX/XXXX and confirmed that I did request full premium express post with tracking.
He offered to send the indemnification form that i could fill out in 70 days.
He said that he would be looking into the matter further and contacting me on Monday to discuss what could be done.
As of Friday, still no call back after a dozen different requests of multiple types of communicating via phone and facebook messaging.
He also checked the faxed check request receipt and agreed that express tracking was requested with full tracking.
XX/XX/XXXX USAA Phone call@XXXX for 40m,23seconds. ( minutes attached ).
XXXX ( employee XXXX from executive resolutions team ( non-manager ).
Summary : Reviewed all previous conversations and notes.
He Agreed that USAA was at fault the the check was missing without tracking. Said he couldn't do anything at his level.
I restated how this bank error is destroying my life, credit and put my car up for repossession.
They told me that a Member Advocacy Specialist had been assigned from head office.
They said she was involved with the CEO member relations.
Gave contact details for Advocacy specialist : XXXX ( employee # XXXX ), phone XXXX with Extension # XXXX.
Transferred me - technical difficulties from USAA, back to resolutions team.
Call ended.
|
| 08/10/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX I was defrauded by what I later learned was a scammer claiming to be from XXXX XXXX tech support ( of which I am a member ) who told me that I was the victim of " fraud '' in my prime account and told me they were going to help me stop it.
They gained access to my phone via XXXXXXXX XXXX and proceeded to transfer money from my USAA checking account to two different XXXX accounts in two separate transactions for {$1000.00} each. The gentleman from " XXXX '' told me and showed me that he could see future fraudulent charges in my XXXX account and they could be stopped. He said that money was to be taken out of my bank account through XXXX XXXX on several future dates and that he would help me stop those transactions as an XXXX XXXX expert. He accessed my USAA checking account and set up two XXXX transactions he said would counteract the future fraudulent withdrawals.
Later the next day, before this same " XXXX '' tech was set to call me back again I looked at some of information he provided me to show the supposedly fraudulent upcoming charges and realized that something was off about the situation. I researched the phone number he had called from and learned that it was not connected to XXXX and was connected to a know fraudster.
At that point, on XX/XX/XXXX I reached out to my bank USAA Federal Savings bank to inform them of the fraud on my account and ask them to stop the upcoming transfers to the fraudster. The XXXX debits were set to come out of my USAA account on XX/XX/XXXX and I hoped that if I informed USAA promptly of the fraud they would be able to either stop the transactions or disable the account so the debits wouldn't go through. At that point, USAA opened some sort of investigation and told me they were working on it. Obviously, they did not attempt to stop the transfers because the XXXX transfers were debited on XX/XX/XXXX and shortly after on XX/XX/XXXX and XX/XX/XXXX I received letters from USAA informing me that their investigation was closed and that the corresponding bank would not return the money. Further, on XX/XX/XXXX USAA informed me that my account was now frozen and overdrawn by approximately {$2000.00} and that I needed to replenish those funds with my own money.
I called USAA back again on XX/XX/XXXX and spoke with XXXX in USAA Customer Resolutions who reviewed the situation and told me that I was out of luck as the complaint had been investigated and closed. I then told her that was unsatisfied with this conclusion to the crime against me and she asked " what crime ''? I again advised that a fraud had been committed and that the fraudster had had access to my phone and set up the fraudulent transfers himself and that a crime had been committed. She then told me that the initial investigation hadn't been set up properly and that since it was fraud she now needed to file a " Financial Crimes Form '' and that we would hear back within XXXX business days. On XX/XX/XXXX, When I had not heard within 7 days I followed up again and was told that this new complaint had been closed a day after we filed it without and notice given to me and that a third party had made the determination that this report was part of the same complaint that had been originally filed and told me to pound salt. The USAA rep that I spoke to told me that there was really nothing more he was allowed to do for me and that he had seen many similar cases like this where USAA bank did nothing to resolve any fraudulent transactions for their members when they could have done so. He also said he wouldn't be able to transfer to anyone else that might help within the company as he was not allowed to.
On another note, the USAA rep informed me that my account was now closed as to any debits but available for deposits only which means that my social security deposit will go to USAA to pay for the fraud. Social Security can not stop the deposit until XXXX and that will be too late. The USAA rep said there was nothing he could do about it.
I am shocked that this crime was treated so cavalierly by XXXX a company I have had XXXX year relationship with. I was also disturbed to find out after my call with them that USAA Fed Savings bank is apparently a known bad actor in the banking industry as I found a consent decree field by the Financial Crimes Enforcement Network which fined USAA {$140.00} XXXX in XXXX for failure to protect consumer accounts and failure to track fraudulent transactions. I think my experience with them is consistent with what they have already been fined for and is completely unacceptable.
|
| 02/03/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
Currently my wife and I are in the process of purchasing a new home. We decided to use XXXX XXXX as our lender and XXXX XXXX XXXX as the title and escrow group. On XX/XX/XXXX, I received an email from a representative at XXXX XXXX stating that our mortgage application was completed and we were ready to go to escrow. The email stated that we would be receiving emails from XXXX XXXX with the final cost of for closing and wire instructions. After back and forth communications I decided to wire the funds requested, {$35000.00} ; following the wire instructions provided. The wire was made through my financial institution USAA at XXXX EST. Around XXXX EST that same evening our loan officer contacted my wife about more documents that were needed. After explaining that she did not think that more documents were needed due to the emails that were received through out the day and the funds that had been transferred our loan officer explained that her company had not provided any such request and that we had been scammed. Upon find out this information we contacted our financial institution and asked them to put a stop to the wire or to recall that wire. They explained that the wire department was closed and there was nothing for them to do at that time and that we should call back during regular business hours. We asked them to take a fraud report, which they did. I was also able to contact the local police department and start a police report. My next call was to XXXX XXXX XXXX to see if there was anything that they were able to do on their end. They informed me that there was not and since I was not a customer of their financial institution they wouldn't be able to help further. The next morning, XX/XX/XXXX ; I was able to contact the wire department when then opened and asked to stop the wire. XXXX explained that the wire was complete but that he could submit a non-guaranteed wire recall on the funds, which he did. He stated that it may take up to 5 business days but that was rare. The local police was able to get a search warrant and contacted XXXX XXXX XXXX to freeze the suspects account. After not hearing anything from USAA on XX/XX/XXXX, I called later that afternoon and spoke with a manager XXXX. She explained that the bigger financial institutions usually only take a day because they get so many request, and that as soon as USAA hears back from XXXX XXXX XXXX I would receive a phone call with the outcome. The day past and no response. I called at XXXX EST on XX/XX/XXXX to again speak with the wire department. XXXX informed me that USAA had still not received any response from XXXX XXXX XXXX. I called again at XXXX EST and spoke with XXXX who informed me that XXXX XXXX XXXX had informed them that they had received the recall but was still working the investigation, but again assured me that when they receive a response they would contact me by phone before receiving an email. My wife called at XXXX EST and spoke with individual in the wire department that informed her of the same information that XXXX had informed me an hour prior. At XXXX EST, I received an email from USAA that stated that the Recall Request Had Been Denied and in the explanation section it stated the the beneficiary did not authorize the return of the funds. I immediately called for an explanation, but the wire department was closed for the weekend. At XXXX EST, I received another email from USAA stating that I a document to view. I viewed the document and it stated that their after their review no fraudulent activity was found and that no further action would be taken. Again I called to gather information about the document and the department is closed for the weekend.
Also during the time from when we discovered that the two companies that I trusted to handle my information in purchasing a home no one from either XXXX XXXX or XXXX XXXX XXXX has been in contact with me about whether I should be concern about further hacks or to gather the information of what took place. I had to contact them on XX/XX/XXXX to find out if more of my information was at risk. They both pointed the finger at the other company and that nothing happened at their respective ends. As a client of these businesses I would have expected that someone from the company would have reached out to gather information or to inform me that their system was compromised and I should take necessary steps to protect my identity further. We trusted them with vital personal information and it seems as they don't care that one of their institutions were the platform for such a scam.
|
| 10/09/2020 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
- Wrong amount charged or received
|
|
Web |
Servicemember |
|
I requested an international wire transfer usually in US dollars by telephone ( as I always do ) for XXXX XXXX, XXXX XXXX and XXXX US dollar ( {$4500.00} ) on XXXX XX/XX/2020 thru my bank, USAA Saving Bank. But the incorrect amount was instead transferred. XXXX XXXX, XXXX XXXX and XXXX dollars ( {$45000.00} ), an incorrect amount, in excess by by ten folds was instead transferred from my account along with the total service charged of {$45.00}. The transaction took place on a Friday afternoon ( XXXX XX/XX/2020 ) and I realized that mistake at the end of my day that same Friday, but the banks have closed.
First thing on Monday XXXX XX/XX/2020, I reached USAA International Wire Transfer Department by telephone, reviewed the mistake and inquired about what needs to be done. I was informed that a recall of the fund is the next step along with reviewing the recorded voice communications of the transaction. I was charged the first XXXX dollars ( {$15.00} ) recall transaction fee on XXXX XX/XX/2020. I waited the ten days while was also monitoring my online account for the recalled amount of {$45000.00} to post and no avail. In the mean time my family removed the amount of {$4500.00} when their need pressed for far too long. When I contacted USAA again about fund recall process, I was informed that intermediary bank stated that less than the recalled amount was present at XXXX XXXX in XXXX and that the entire {$45000.00} must be present for the recall.
I have since transacted an additional wired transfer of {$4500.00} which replenished the deficit in addition to funds returned to account in XXXX. USAA would charge me a second recall fee of {$15.00} on XXXX XX/XX/2020 when it insisted that a second recall request thru their intermediary bank, XXXX XXXX XXXX XXXX XXXX was required. I then waited yet again. We are now in XX/XX/2020 when I call USAA again who charged me a 3rd recall request fee of {$15.00} on XXXX XX/XX/2020.
It should known the from the time of the second and third recall fee charges by USAA Savings Bank, more than the recall amount of funds remained available in the beneficiary 's ( my family 's ) bank account with XXXX XXXX in XXXX. My family ( the beneficiary ) and I spoke frequently almost every other day who continue to confirm that more than {$45000.00} is available at his account at XXXX XXXX, XXXX and in US dollars.
I called USAA again today, XXXX XX/XX/2020 who informed that my file has been closed. I have been given the case number of XXXX ( XXXX XXXX XXXX XXXX XXXX assigned case number ) and case number XXXX ( XXXX assigned case number ) by XXXX at USAA International Wire Transfer Department today. I have turned to Consumer Financial Protection Bureau for help. All I need is for USAA Savings Bank to work collaboratively with her intermediary bank, XXXX XXXX XXXX XXXX XXXX and XXXX to recall my funds sent in error. The amount of money may not mean much to USAA who has opted to closed my case file more than once. The amount of money involved in this recall is worth a lot to me, always. I worked for every XXXX. I have been very patient and respectful with USAA. I need your help.
Wire error involved transferring much more funds than requested. USAA assured my the a recall process would restore my funds. I have paid three separate recall service charges mandated by USAA ( {$15.00} x 3 of total {$45.00} ) and waited over a month and half to recall my funds to no avail. USAA would tell me today that my case file is once more closed for unclear reason. My funds recall case file must not be closed at USAA because further can be done to recall my funds. I can not confirm that XXXX XXXX XXXX XXXX XXXX ( USAA 's intermediary bank ) nor XXXX ( XXXX XXXX 'XXXX intermediary bank ) have done anything within their means to recall my {$45000.00} sitting in the beneficiary ( my family 's ) bank account in XXXX. My family confirmed to me even today by telephone that the funds are available for the recall. I need your help recovering my money which I have confirmed is still available and recallable at will..
USAA states that I will not be able to speak to anyone at either XXXX XXXX XXXX XXXX nor at XXXX about my funds recall. I spoke to my family along with an XXXX XXXX executive in XXXX who confirm that more than the recall amount of {$45000.00} remains available in the beneficiary 's bank account at XXXX XXXX in XXXX. Could you help me to persuade USAA Savings Bank, XXXX XXXX XXXX XXXX XXXX and XXXX XXXX all of whom are involved in this wire transfer process to recall my funds, please?
|
| 05/02/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I hired attorney XXXX XXXX XXXX to represent me in an appeals case. The cost for this service was {$13000.00} and was paid using my USAA Visa credit card. The attorney never completed the contracted work, and then did not file the appeal by the deadline. I asked the attorney for a refund on XX/XX/XXXX, but he refused a refund and then quit.
Naturally, I contacted USAA about the issue and USAA filed a charge back on my behalf based on " services not rendered ''. The attorney responded to this charge back claiming to have completed some measure of service. He stated I was not satisfied with the work, but it was work nonetheless. In the attorney 's claim he submitted time sheets that displayed he had completed {$17000.00} worth of services. I responded to USAA asserting that the time sheets did not make any sense. I provided email correspondence between the attorney and myself to prove that the time sheets were not accurate and displayed dates / times that were a complete forgery. USAA decided to close the dispute in favor of the attorney. USAA 's response to me, via employee XXXX XXXX, was that I shouldn't had filed the dispute as " services not rendered '' but rather as " services not described. This was extremely disheartening because the only reason the dispute was filed as " services not rendered '' was based on USAA 's recommendation and action. I was then advised, by USAA, to pursue civil recourse.
Following my contact with USAA, I filed a complaint with the Washington D.C. Bar association concerning a long list of malpractice behavior committed by the attorney. The bar association began to conduct its own investigation that is still ongoing as of XX/XX/XXXX. During this investigation, the actual time sheets, kept by the attorney, were uncovered and provided to me. I was right, the time sheets provided to USAA were a complete forgery. The time sheets given to USAA did not have a few mistakes where one or two lines of information or billable time were different, but rather every single line was completely different from those uncovered by the bar association. The time sheets the bar association acquired displayed less than 4.5 hours of billable work. The attorney had purposefully submitted a forgery to USAA with the intent of stealing {$13000.00} from my account.
I contacted USAA through XXXX XXXX beginning on approx. XX/XX/XXXX. After about 5 weeks of leaving messages I was finally contacted by XXXX XXXX and XXXX XXXX claiming to work for USAA 's CEO office. I explained the situation to both of them, describing the forgery of documents used in the dispute case, the theft, and fraud. I was then asked to submit the evidence that I had regarding this issue. I submitted a letter reiterating the course of events that had occurred, and also the time sheets uncovered by the Washington D.C. Bar association. For good measure, I also resubmitted the documentation from the original dispute so the evidence could be compared. Within 48 hours, I received a call back from XXXX XXXX. She informed me that the case will remain closed, that USAA will take no action, and that I would need to pursue relief via civil means. I asked to speak with the person who made this decision, and XXXX XXXX informed me that they will not be speaking with me. I then asked to speak with one of the CEO 's that she works for, and she told me that she will not allow me to speak with one of them either.
Let me be extremely clear, this is NOT a civil issue. There is ZERO ambiguity about this. The laws governing the attorney in Washington D.C. are as follows : theft, fraud in the first degree, and forgery governed by District of Columbia Codes : Chapter 32, 223211 Theft, 223221 Fraud, and 223241 Forgery. This is written in black and white and is considered criminal behavior, NOT civil. All 50 States in the United States carry some criminal penalty for this type of felony that range from 3 - 5 years in prison. There are only two reasons that USAA would permit this type of bank fraud against one of its members : One, USAA has something to gain from not stopping it and is conspiring with the criminal attorney ( this seems unlikely ) ; or two, USAA just doesn't care if they facilitated the theft of {$13000.00} from one of their member 's accounts because it does not affect their company. After all, I am the one whose money was stolen, not USAA. So why should they care? The fact that they have the evidence of the fraud right in front of them and are choosing not to act on what is clearly a crime should be addressed immediately.
|
| 09/18/2018 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Tuesday, XX/XX/XXXX Dear Consumer Finance Protection Bureau Compliant : On XX/XX/XXXX {$26000.00} was stolen from my account at USAA Federal Savings Bank Acct # XXXX. I noticed the missing funds and unauthorized transfer to an outside and unknown bank account on XX/XX/XXXX and reported to USAA ( Bank ). The Bank has taken no action to resolve the issue. At present the Bank will not respond or communicate with me to discuss a resolution or report the theft to the appropriate law enforcement authorities.
Please note, that I originally filed the complaint with FDIC but was direct to CFPB as XXXX was under its direct supervision.
I am seeking : 1. USAA comply with Regulation E- in accordance with Error Reporting Procedures directed in 12 C.F.R 1005.11 as it their responsibility.
2. Report the crime to the appropriate federal law enforcement authority having jurisdiction.
3. Provide me with the current status of the investigation and opportunity to present documentation and evidence.
4. Reinstate my stolen funds.
Below are basic details for your review and action : 1. I notified the bank of the theft, USAA Savings Bank, on XX/XX/XXXX when I noticed irregularities with my banking accounts. The bank acknowledged the incident and notified me that they would conduct an investigation and report back to me in two business days.
2. On XX/XX/XXXX {$25000.00} was transferred from my USAA savings account XXXX to an unknown third party account which I am not affiliated with, nor did I authorized. Upon further review the bank determined that my ex-spouse, XXXX XXXX, owns this account.
3. On XX/XX/XXXX {$1000.00} was transferred from my USAA savings account XXXX to an unknown third party account which I am not affiliated with, nor did I authorize this transaction. The bank is currently researching the account owner at this time.
4. On XX/XX/XXXX the court ordered martial settlement agreement ( MSA ), which specifically ordered the separation of all bank and insurance accounts was executed. The MSA was sent via certified mail to USAA and was received on XX/XX/XXXX. I have consulted council, XXXX XXXX, XXXX XXXX XXXX, to review terms of settlement. She has directed me to engage law enforcement, as this incident is not civil in nature and outside the scope of to the settlement agreement.
5. Shortly thereafter the execution of the MSA, as per the court order, USAA via telephone was notified of the divorce and directed to separate all accounts including financial and insurance was separated. Both my ex-spouse and myself worked with the USAA Divorce Specialist to separate all accounts, as is there policy.
6. I opened this savings account in XXXX under my USAA portfolio of financial services with myself at the primary account holder, and my ex-wife XXXX XXXX as the beneficiary.
7. At no time did I grant my ex-wife access or authority to any of my USAA accounts on or after the XX/XX/XXXX court order and subsequent separation of accounts by USAA. Nor did I provide her with consent.
8. This savings account had very few transactions and was exclusively limited to transfer of funds between my checking account, which my payroll check is deposited, and the saving account only. Prior to the theft on XX/XX/XXXX my ex-spouse had no interaction with the savings account and had not performed any transactions, including making deposits or withdrawal, or to my knowledge coordinate access to unauthorized third party bank accounts. All funds deposited into the account we provide solely by myself.
9. On XX/XX/XXXX I contacted the Rhode Island State Police to report the crime and unauthorized transaction of the stolen funds. Upon review of the evidence and conducting an investigation they informed me that the unauthorized transfer of funds was felony wire fraud. I further engaged the Rhode Island Attorney Generals office, which verified the results of the investigation and direct me to consult with the Bank to begin the fraud reporting process with FDIC or agency having jurisdiction as this crime falls under federal banking laws and is outside of their jurisdiction. I notified the Bank of this information and findings but did not receive any response.
I appreciate any assistance you could lend to resolve this issue with the Bank. I will attach the supporting documents as referenced in this letter.
Sincerely, XXXX XXXX Attachments : 1. USAA Transaction receipts 2. USAA Account detail ( Account holder ) 3. Marital Settlement Agreement, XX/XX/XXXX 4. Communication record with USAA XX/XX/XXXX to XX/XX/XXXX XXXX
|
| 08/17/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
|
|
I initiated a balance transfer that posted on XX/XX/2023 for an amount of {$16000.00}, with a balance transfer fee of {$490.00}. Mistakenly, I paid off the entire balance of {$17000.00} on XX/XX/XXXX ( I accidentally selected pay in full, instead of pay the minimum ). This resulted in an instant loss of {$490.00}, because the balance transfer was rendered pointless. This was from a USAA account. So USAA bank -> USAA credit card. Within around 60 seconds of noticing this, I called USAA for assistance. This was XX/XX/XXXX or XXXX, I believe. The first person I spoke said that it would be reversible as a " misapplied payment. '' She said I would see it posted by the end of the week, or XX/XX/XXXX. I ended the phone call feeling a huge sense of relief.
On XX/XX/XXXX, the payment had not reversed, and I called USAA again, this new person assured me it would be handled, but that it would take 5-10 business days, or until XX/XX/XXXX. XX/XX/XXXX rolls around, and nothing has happened. I call back USAA again, and this time I am told that the payment has been rerouted as a " dispute '' and that it would take additional time.
On XX/XX/XXXX, now 12 business days after I was first told was the target for the payment being reversed, I receive a letter saying that they " determined that the payment posted correctly. '' I am flabbergasted, and again within 60 seconds of receiving it, I am on the phone with USAA, this time I am elevated ( for the first time ) to the Member Resolution Team, the second level of customer support. This person tells me that this was a mistake, and they would resubmit it with a " high priority '' this time, and that the matter should be resolved within the next 3-5 business days. I again end that phone call with a huge sense of relief, thinking that the matter was solved, it's simply going to take a few days. On XX/XX/XXXX, I receive the exact same letter I received on XX/XX/XXXX. I am again left flabbergasted. I am in almost physical pain with this.
That begins a flurry of phone calls, with multiple people giving me multiple different answers, including one member of the Member Resolution Team telling me that they previously could have unilaterally reversed this OR refunded the balance transfer fee ( and that I was justified in having this done ), but that this power was recently taken from them and sent one level up the chain. That is when I realized that this whole thing seemed purposeful, and that I was unlikely to receive any money, and that they were going to simply take the {$500.00} and pocket their customer 's money as a gigantic profit on their customer 's mis-click. It was impossible to believe, but there we are.
After more phone calls and now XXXX messages, I was told I would be connected with a " team member in the CEO 's office. '' On XXXX XXXXXX/XX/XXXX, I was told by a customer service rep that I would be called back by him probably XXXX XXXX XXXXXXXX ), but definitely by XXXX XXXX comes, and there's no phone call. Customer service tells me probably XXXX, but definitely middle of the week. Finally, on XXXX XXXXXX/XX/XXXX ( today ), I get in touch with XXXX XXXX. This was a person labeled as an " advocate. '' He was by far the most condescending person that I talked to -- XXXX % of USAA reps are very friendly and helpful people, even if they give me wrong information -- and he indicated that the {$500.00} fee was irreversible ( translation : the {$500.00} is theirs to take as profit ), because I " took part in the promotion, and the fee is part of the promotion. '' But that is an obvious untruth, because I definitively DID NOT take part in the promotion! I paid off the funds immediately, there was no 0 % promotion. I also indicated that at this point I should file a complaint with the CFPB, and XXXX strongly discouraged this which caught me off guard. He said it would just wind up on his desk, and he would deny it again. Far from being an advocate, it seemed like his job was to shut me down for good.
I was left jarred and disillusioned by this entire 6-week process, and felt deeply preyed upon and taken advantage of. I am just some regular person who clicked the wrong button, and they took {$500.00} from me because of it, and overpromised and overpromised and overpromised a fix only to be told that they would do nothing, they would keep the money, and that I should not file any complaints about this because it is pointless. Maybe it is pointless. Probably no one will read this or care. But I want some record of this, because it was wrong.
|
| 01/27/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
THIRD CFPB REQUEST FOR THE SAME ISSUE, WHICH USAA CLAIMED TWICE IN WRITTING THAT THEY RESOLVED WITH THE CREDIT REPORTING AGENCIES.
REQUEST : A USAA MEMBER ADVOCACY UNIT MANANGER 'S REVIEW AND INTERVENTION INTO THIS ONGOING ISSUE.
During XX/XX/XXXX, I mailed my monthly personal payment check on time in the amount of {$180.00} to USAA Bank regarding my USAA RV loan. The actual payment was {$180.00}. Therefore, I inadvertently wrote my check to USAA XXXX cents short. As soon as USAA notified me via mail of my error, I immediately mailed a check to USAA for XXXX cents to correct my mistake. I soon thereafter discovered during my home refinance loan process, that USAA issued on my RV account a 30 day late and reported that to the 3 major credit reporting agencies. I have been a member with USAA for over 40 years. As a result, I assumed that I wrote an apology letter to them ( I wrote several letters to USAA ) that they would forgive me for this one- time minor error. Instead, USAA wrote back in one of their letters that my request for forgiveness was viewed by them as " frivolous '' and that the 30 day late mark stood.
In response, I wrote my first CFPB complaint during approximately XX/XX/XXXX. In response to that first CFBP complaint, USAA via my telephonic conversation with the assigned USAA ' Member Advocacy Representative, and via later confirmation letter, that USAA decided to forgave my XX/XX/XXXX cent mistake and that they would notify the three major credit reporting agency 's that the 30 day late was removed. However, days later, XXXX reported to me that they received no such related notification from USAA ( The other two CRA 's were notified by USAA ). So in response, XXXX agreed to do a dispute investigation. When XXXX contacted USAA 's Consumer Reporting Unit, that Unit informed XXXX that the 30 day late was never removed and that it was active. As a result, XXXX maintained the 30 day late and reported the 30 day late information to the two remaining major credit reporting agencies.
In response, I wrote a second CFPB complaint regarding the same unresolved 30 day late issue and the miscommunications that USAA Consumer Reporting Unit had with XXXX. The USAA assigned Member Advocacy Representative informed me on her CFPB response that USAA 's Consumer Reporting Unit inadvertently responded incorrectly to XXXX that the 30 day late was valid. The USAA Member Advocacy Representative wrote, " Please know that we have addressed this with those involved in order to prevent a reoccurrence. On XX/XX/XXXX we confirmed with all three CRA 's that the delinquency is no longer reporting ''. When I called XXXX a week later to confirm that statement, XXXX claimed that according to their their database, USAA never notified them to remove the related 30 day late. So in response again, XXXX agreed to do another dispute investigation. When XXXX contacted USAA 's Consumer Reporting Unit again, that Unit again informed XXXX that the related 30 day late was never removed and that it was active. As a result, XXXX maintained the 30 day late and again reported the 30 day late to the two remaining major credit reporting agencies. So I am back to square one on this issue!!!!!
In my continued frustration with USAA, I have left numerous ( calm and respectful ) voicemail messages with the related USAA Member Advocacy Representative that was assigned to my case. I explained to her the aforementioned continued circumstances. In my messages to her, I politely requested that she contact XXXX regarding USAA 's repeated miscommunications.. I have not heard back from this USAA Representative and thus assumed she must have contacted XXXX about the related issue. On XX/XX/XXXX, when I telephone XXXX, they informed me that USAA is still maintaining that the related 30 day late is valid.
So again, I have decided to file a third request for a dispute investigation with XXXX.
I am so frustrated with USAA regarding this XXXX cent mistake issue ( which I am clearly to blame for ). But I'm also frustrated at USAA 's continued miscommunications ( or lack of ) with XXXX and with their own Consumer Reporting Unit. So in response, I have decided to write a third CFPB complaint for the same XXXX cent / 30 day late issue. Again, I am respectfully requesting that a USAA Member Advocacy Manager review the circumstances of this case and then please call me on my employment cellular telephone ( on file with USAA ) regarding how to possibly resolve this same repeated issue. Thank you.
|
| 05/21/2021 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
I was a victim of identity theft in which XXXX XXXX use my identity at a time when I gave it to him under the impression that he was going to file my taxes that year. I provided to him all the necessary documents for a tax filing which is my drivers license as well as my Social Security card. This individual then proceeded to opening up bank accounts and loans under my identity that were sent to an address that I never lived at. Ive been able to work directly with the company in most cases to clean up all the unnecessary items that were on my credit but for some reason I am having a large amount of difficulty and dealing with USAA and the removal of the fraudulent loan as well as them simply close in the fraudulent bank account that still remains open to this day. In XX/XX/XXXX I received one email from a lady by the name of Miss XXXX XXXX stating that she had called me in regards to this issue. My cell phone was literally in my hand when I received the email and there were no missed calls, Ive been proceeded to calling her back instantly and there was no answer, I then proceeded to leaving her a voicemail every day for a month straight. At no point did Ms. XXXX respond to any of the emails that I sent her or any of the voicemails. So my issue at this point is this company is holding me accountable for a loan that I never opened at a bank that I have never bank with. I dont have any military personnel in my immediate family nor am I military so therefore I should have never been qualified to open the bank account to begin with. The bank account was fraudulently opened using the identity of a woman that was claimed to be my mother that I never met in my life. Ive asked the company numerous times to stop reporting this fraudulent account to my credit as well as I have begged them to close the account so that it can no longer conduct any type of business under my name but they still choose to keep the account open. I am bringing this issue to the concern of your Company because USAA is choosing to hold me accountable due to an electronics signature being signed on a promissory note for the loan. I XXXX XXXX never signed that document, XXXX XXXX forged the entire thing. Which is why Im i. This situation to begin with. I never open the bank account, I never applied for a loan, Ive never purchased a vehicle, and never lived at the residence that listed on the account, I never received the check, I never signed a promissory note, so at this point I would greatly appreciate it if someone helped me address this issue. Im filing this claim again due to the fact that in the response I was given USAA perpetrated as if Miss XXXX was assisting me in dealing with this issue and it was determined that I had actually applied for the bank account and the loan. When in reality I have been calling every day or every other day at best I have left multiple voicemails on her phone, Ive dealt with multiple agents regarding the issue, I have asked for someone from the fraud team to contact me directly because there is no transfer system that allows a customer to speak with them and Ive been told numerous times that I would be contacted and never received the call. So it seems that at this point the company is just holding me accountable without even make an attempt in anyway shape or form to resolve this issue. I have even gone to the extreme of alerting the police about this individuals actions in which they have now open an investigation into him that has causing clear senior to leave his residence and he has been on the run for over a year. Now with all of these elements most of which have been documented and present it to USAA why am I still being held accountable? Please assist. I will attach both the police report and a screenshot of all my attempts to speak with the specialist in charge of my claim with USAA and all my failed attempts at getting in contact with her. In my previous filling with you all Usaa claimed in their response that shes been assigned to assist me and Ive failed to reach out to her regarding the identity theft claim. I am attaching this so that your company doesnt just sweep this under the rug again! I am a VICTIM! This is a continuation to my last claim as it was not resolved by your company at all. You just let usaa walk all over me neglecting all the proof i have of being a victim and usaa doing nothing to help me. They just want to force funds out me someone that doesnt rightfully have a debt or even a business relationship with them.
COMPLAINT ID XXXX
|
| 06/28/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I have multiple references and am writing this letter in order to provide the facts and an explanation disputing USAAs accusation that my credit report accurately indicates payment being 30 days late. The dispute is that USAA elected to report the payment of my Credit Card account as over 30 days late due to my negligence. It was neither my negligence nor was my payment late in regards to settling the account.
I received my bill for XX/XX/XXXX and set up an electronic payment to be received by USAA on XXXX XX/XX/XXXX. My bank, XXXX XXXX, guaranteed and confirmed that USAA received the check for the total amount due ( {$99.00} ) on XXXX XX/XX/XXXX. ( attachment available ) The payment was due by XXXX XX/XX/XXXX.
I received a second bill/statement after XXXX XX/XX/XXXX that stated my bill had not been paid. This bill was dated due XXXX XX/XX/XXXX. Upon receiving this bill I contacted USAA to discover that they claimed to not have received my previous payment. I contacted XXXX XXXX and they confirmed the check had been sent but had not been cashed. I called USAA back and we set up another payment of {$100.00} ( paid in full ) to be received by XXXX XX/XX/XXXX. ( attachment available ) I received a notification, dated XXXX XXXX, ( Attachment available ) from XXXX XXXX stating that my first check to USAA had been received by them and returned due to Incorrect Account Number. The information on the check included my Full Name, Address, and the last four numbers of my credit card as I have Put on ALL my payments since XXXX and the same information they used in referencing my account. ( attachment available ) I called USAA to discover that my second payment had not been received and I am now required to put the first four and the last four numbers in the account section. On XXXX XX/XX/XXXX phone call I then set up a THIRD payment of {$100.00} ( paid in full ) and included the same information as the first two, except I included the first four numbers on the Check as well as the last four numbers. This payment was agreed on by USAA to be received by XXXX XX/XX/XXXX and was guaranteed by XXXX XXXX.
I began getting daily harassing phone calls from USAA not long after this arrangement stating I was late on my payment. On XX/XX/XXXX, as the phone calls continued to interrupt my sleep and work I called and closed the account. ( attachment available ) I made multiple phone calls attempting to comprehend what went wrong this time. Around that same time I was informed that my credit report had been reported delinquent over 30 days. On XXXX XX/XX/XXXX, I finally was able to speak with a Manager in Debt Collection who informed me that I needed to put my FULL CREDIT CARD NUMBER on the check!? This was in COMPLETE CONTRADICTION to my previous phone call to USAA. ( Please reference USAAs recorded phone calls XXXX XX/XX/XXXX ) He also wanted me to pay {$100.00} ( Paid in full ) today by giving him a routing number to my XXXX checking account in order to prevent further action by USAA regarding the credit report. I complied with his demand ( attachment available ) and then queried him in regards to my third check that should have been received by XXXX XX/XX/XXXX. He claimed they had not received it as of XXXX XX/XX/XXXX.
Later that same day, XXXX XX/XX/XXXX, my third check ( with just the first and last four numbers ) was cashed by USAA and back dated as being received XXXX XX/XX/XXXX. ( attachments available ) Their ability to locate this check, without the proper account number, then cash it to a closed account within hours of a conversation with a manager that claimed they didnt receive the check was astonishing. I then showed a debit balance of {$100.00} on a closed account. I contacted USAA, once again, on XXXX XX/XX/XXXX to ask that they remove the delinquency notice to my credit report and to refund my balance of {$100.00}. They sent me to a link to dispute and said to fill it out.
In conclusion, there are multiple examples above of making every attempt to pay on time and in full my debt to USAA and their credit card. If they changed their policy regarding what needed to be on the check regarding account number, I reacted as soon as I was informed. But its obvious that there is a procedural problem in regards to how incoming payments are to be sent and how they are processed when received. All Im asking for is to keep my account closed and to remove the 30 day late delinquency sent to the Credit Bureaus due to their communication and procedural errors.
|
| 10/17/2017 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
Attempted to close USAA Federal Savings Bank savings account on Saturday, XXXX XXXX and Monday, XXXX XXXX XXXX. Both times USAA refused unless I allowed it to send a coded text to a cell phone. I do not take such texts. USAA refuses to close the account no matter how much it verifies my identity. After hanging up the phone today, USAA then changed the security codes on my account, making it very difficult to log in to the account as retaliation, and removed the ability to log on with a pin, which I had up until that phone call ended.
Company initial response : XXXX XXXX, our records indicate that you spoke with representatives on XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX, to close your savings account ending in XXXX. Each time you were not receptive to the verification process and your account could not be closed. On XXXX XXXX, XXXX, the representative facilitated the transfer of your initial deposit of {$5000.00} back to your external account. On XXXX XXXX, XXXX, you initiated a chat session with a representative and requested to close your account. The representative advised you that due to the {$0.00} interest accrued in the account, it would have to be closed by phone. On XXXX XXXX, XXXX, you called and spoke with a representative who closed your account as they were able to complete the verification process, read disclosures, and send you a check for the interest in the account. Safeguarding the security of our members information is critical to our business. We actively monitor accounts and have processes in place to protect the privacy of member information and to help guard against potential identity theft or fraud. Thank you for speaking with XXXX XXXX, of our staff, who explained that the restrictions placed on your account were not placed in retaliation for your request to close your account. She determined that on XXXX XXXX, XXXX, you refused to authenticate when you called in, which triggered an alert to verify account activity. Your profile was restricted until the activity could be validated. Please note, the same day the activity was validated and all restrictions were removed. The FSB acts in accordance with all banking regulations, as well as our core values of service, loyalty, honesty, and integrity. Any allegations of retaliation are unfounded. If you have any additional questions, XXXX XXXX remains available to assist you. We appreciate the opportunity to review your concerns and respond to you.
My complaint in regard to that is : Lies, lies, lies. Each time I called I was authenticated at the " high-risk plus '' level, and answered questions on my driver 's license, date of commission, and other to be so validated. In each case, I was refused to close the account because I was told that the {$0.00} interest could NOT be sent unless I received a code on my telephone. On XXXX XXXX, XXXX, I was able to close the account and was told specifically that each time I called, I could have been closed. I was promised multiple calls back that did not occur. My email was changed on my account without my knowledge or consent in retaliation after one call I made to the bank. Interestingly, XXXX XXXX XXXX admitted on XXXX/XXXX/XXXX that I could have had my account closed at any time because certain employees could do it as a discretionary act, but they would do so, as the employee did on XXXX XXXX, only for " excruciating circumstances. '' I asked XXXX XXXX to explain that, and her only explanation of the term is that it occurs when reaching an appropriate employee - an asinine explanation if I ever heard one. She also noted that it occurred only in " dire circumstances '', which she could not explain. She also could not explain what was " dire '' about my call on the XXXX as compared to the other calls prior to that. XXXX XXXX admitted that until the call on the XXXX, I could not close my account without receiving a text on my phone, and admitted that this requirement could not be found in the deposit agreement with USAA FSB ; USAA just made it up. As XXXX XXXX previously admitted, USAA employees could - and did, on the XXXX - close the account without such a code being sent. Perhaps USAA could release the transcript of the call relevant to the identification confirmation portion of each call and explain why I was asked several times - by a different department that does this special authentication -about my drivers license and date of commissioning, as well as previous email addresses if not to be properly authenticated.
|
| 01/24/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' USAA is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' USAA BANK the financial USAA Bank, and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent.
Any and all consent to XXXX, XXXX, USAA BANK whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' USAA Bank, Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information other than records of convictions of crimes which antedate the report by more than seven years. '' This account is an adverse item they are reporting again without my permission, which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
12 CFR 1026.13 - Billing error resolution ( d ) Rules pending resolution. Until a billing error is resolved under paragraphs ( e ) or ( f ) of this section, the following rules apply : ( 1 ) Consumer 's right to withhold disputed amount ; collection action prohibited. The consumer need not pay ( and the creditor may not try to collect ) any portion of any required payment that the consumer believes is related to the disputed amount ( including related finance or other charges ). If the cardholder has enrolled in an automatic payment plan offered by the card issuer and has agreed to pay the credit card indebtedness by periodic deductions from the cardholder 's deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date.
( 2 ) Adverse credit reports prohibited. The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges.
( 3 ) Acceleration of debt and restriction of account prohibited. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 U.S.C. 1666 ( e ) for failure to comply with any of the requirements of this section.
This is for all my accounts with USAA Bank.
|
| 02/05/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
ON XX/XX/XXXX I ATTEMPTED " TWO '' WITHDRAWALS EACH IN THE AMOUNT OF {$10000.00} XXXX PESOS EACH ( = {$530.00} U.S. EACH ) FROM MY USAA FEDERAL SAVINGS BANK # XXXX ACCOUNT USING A XXXX BANK ATM. I RECEIVED NO CASH OR RECEIPTS SHOWING WITHDRAWALS OR NO WITHDRAWALS. TOTAL LOSS WAS {$20000.00} XXXX PESOS, EQUAL TO {$1000.00} U.S.
IMMEDIATELY I REPORTED THE TWO UNSUCCESSFUL ATTEMPTS TO A XXXX BANK ( XXXX ) REPRESENTATIVE AND WAS TOLD NOT TO WORRY. I IMMEDIATELY CALLED USAA FROM THE ATM LOCATION AND WAS TOLD NO TRANSACTIONS SHOWED. I PROCEEDED TO ANOTHER ATM AT SAME BANK AND WAS SUCCESSFUL WITHDRAWING {$10000.00} XXXX PESOS OR {$530.00} U.S. FROM MY USAA ACCOUNT. THE DIFFERENCE OF THE THREE TRANSACTIONS DUE TO A CHANGING EXCHANGE RATE. I HAVE NEVER DISPUTED THIS THIRD TRANSACTION.
LATER AT HOME I CHECKED MY ONLINE USAA ACCOUNT AND DISCOVERED ALL THREE TRANSACTIONS HAD BEEN DEDUCTED. IMMEDIATELY I WENT BACK TO THE XXXX BANK TO TALK TO THE BRANCH MANAGER. AGAIN, I WAS TOLD NOT TO WORRY. HE ALSO STATED THIS WAS NORMAL AND THAT IT IS STRAIGHTENED OUT BY THE CUSTOMERS UNITED STATES BANK.
USAA SHOULD HAVE NOTICED THE TRANSACTIONS FOR THE SAME AMOUNT, FOR THE SAME BANK, OCCURRING AT IDENTICAL TIMES AND SHOULD HAVE REVERSED THE DEDUCTIONS.
USAA ALSO FAILED TO NOTE THE TOTAL OF TWO UNSUCCESSFUL AND ONE SUCCESSFUL TRANSACTION ON THE SAME DAY IS {$1600.00} U.S. THE TOTAL {$1600.00}. THIS EXCEEDS USAAS OWN SERVICE FEE SCHEDULE. THERE IS A LIMIT OF {$600.00} U.S. PER DAY A CUSTOMER CAN WITHDRAW FROM AN ATM. IT IS NOT POSSIBLE TO WITHDRAW MORE THAN {$600.00} PER DAY.
AFTER USAA HAD GIVEN ME CREDIT DURING THEIR INVESTIGATION THEY AGAIN MADE TWO DEDUCTIONS FROM MY ACCOUNT. THIS TIME THE AMOUNTS WERE {$530.00} AND {$530.00} AND NOT THE ORIGINAL {$530.00} AND {$530.00}. THIS HAS CAUSED EVEN MORE CONFUSION AND ME MORE LOSS OF MONEY TO ME.
USAA HAS PROVIDED ME WITH ONE DOCUMENTATION GIVEN BY THE XXXX BANK. THREE TRANSACTIONS SHOW FOR THE SAME DAY BUT ONLY ONE FOR {$10000.00} XXXX IS MINE. ALTHOUGH, MY TRANSACTION SHOWN IS DATED XX/XX/XXXX, TWO DAYS BEFORE MY TWO DISPUTED TRANSACTIONS. USAA FAILED TO NOTICE THIS. ALSO, THE THREE TRANSACTIONS ON THE DOCUMENTATION ARE SEQUENTIAL. THIS WAS NOT POSSIBLE ON XX/XX/XXXX. NO ONE USED THE FAULTY ATM BETWEEN MY UNSUCCESSFUL IDENTICAL TRANSACTIONS WITHIN A MINUTE OF EACH OTHER AS I WAS OCCUPYING THE ATM. THIS IS REFLECTED IN THE IDENTICAL EXCHANGE RATE WHICH HAD NOT CHANGED WITHIN THE MINUTE I WAS AT THE FAULTY ATM. THE FOREGOING SHOWS THAT USAA DID NOT CONDUCT AN ACCURATE OR THOROUGH INVESTIGATION.
I SUSPECT THAT THE XXXX BANK HAS NO DOCUMENTATION OF TWO NON-SUCCESSFUL TRANSACTIONS ON XX/XX/XXXX BY ME. NO MONEY WAS DISPENSED FROM THE FAULTY ATM, THUS NOT BEING ABLE TO PROVIDE DOCUMENTATION. THE ONLY THING THAT HAPPENED IS REPORTING OF THE TRANSACTION WAS IMMEDIATELY ELECTRONICALLY TRANSMITTED TO USAA. USAA HAS NOT PROVIDED ME WITH ANY DOCUMENTATION FROM THE XXXX BANK SHOWING TRANSACTIONS ON XX/XX/XXXX.
LASTLY, I HAVE ANOTHER DEBIT OF {$530.00} ON XX/XX/XXXX. THIS LEADS ME TO BELIEVE THAT USAA THINKS THAT THERE WAS ONLY ONE DISPUTE WHEN IN FACT THERE WERE TWO. THERE HAS ALREADY BEEN {$1000.00} U.S. OF MY MONEY MISPLACED. NOW I AM WONDERING IF ANOTHER {$530.00} IS MISPLACED OR WRONGFULLY DEDUCTED FROM MY USAA ACCOUNT DUE TO THEIR ERRONEOUS TRACKING, BOOKKEEPING, AND POOR INVESTIGATION.
MY MANY CALLS ( AT LEAST TEN ) TO USAA HAVE BEEN UNSUCCESSFUL. THE MAJORITY OF TIMES I HAVE BEEN DISCONNECTED WHILE ON HOLD. I HAVE BEEN GIVEN VERY LITTLE INFORMATION ON THE STATUS FOR WHAT STARTED AS A DISPUTE FOR TWO TRANSACTIONS. I HAVE RECEIVED ONLY USAA FORM LETTERS SAYING THE DISPUTE IS BEING INVESTIGATED AND THEN THE INVESTIGATION IS COMPLETE AND THE MONEY HAS BEEN DEDUCTED AGAIN. THESE LETTERS HAVE BEEN SENT VIA USPS MAIL WHICH I HAVE INSTRUCTED USAA MANY TIMES TO ONLY SEND ELECTRONIC EMAIL OR MESSAGES. I PRESENTLY AM IN XXXX AND IT TAKES A MONTH OR MORE TO RECEIVE MY MAIL. I SUSPECT THAT MY MONEY WAS GIVEN TO THE XXXX BANK AND USAA CAN NO LONGER GET IT BACK NOR DO THEY WANT TO ADMIT THEY WERE WRONG AND CONTINUE TO BE SO. THIS IS FRAUD BY USAA. I HAVE ALSO WRITTEN WITH A LONG EXPLANATION TO BOTH CEOS FOR USAA. I HAVE NOT HEARD ANYTHING IN RETURN.
THERE HAVE BEEN MANY MISTAKES BY USAA WHEN THIS STARTED AS A DISPUTE. I BELIEVE NOW IT IS FRAUD BY USAA.
I THANK YOU IN ADVANCE FOR YOUR HELP AND APPRECIATE YOUR TIME IN HELPING TO RESOLVE THIS ISSUE AND HAVING THE MONEY THAT IS RIGHTFULLY MINE RETURNED TO ME.
|
| 04/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Statement : I have been the victim of fraud on my USAA accounts. After fraudsters gained access to my online account, two official check requests were made. Within an hour, I informed USAA of the fraud, and a stop payment was issued. I then was forced to wait two days for the first check amount of {$1200.00} to be refunded to my account. At the time of this statement ( over two weeks later ), the second check amount of {$2300.00} has not been refunded, and my attempts to have the situation addressed by USAA have been repeatedly ignored. I am the sole provider for my household ; we are a single income family with XXXX children, and my wife is expecting XXXX XXXX. We CAN NOT afford to suffer this loss of funds. It has tremendously stressful and long-reaching implications for us at this point in our lives. This incident has left both my wife an I traumatized and severely distressed. I am insisting that USAA move quickly to resolve this issue, and credit my account with the remaining {$2300.00}.
Timeline : XX/XX/XXXX XXXX XXXX I received a fraudulent call that read on my called ID as XXXX. I recognized this as USAAs number. The individual identified themselves as a USAA Fraud Department Representative, and asked me to authenticate by reading back a code received by text message. At this, they claimed they needed to place me on hold, and at XXXX, the call dropped.
At this time, I attempt to log into my USAA online account, only to discover my password was not accepted and I was locked out.
I reset the password and gain access, at which point I discovered the following : Fraudulent individuals obtained unauthorized access to my USAA online account.
An unauthorized official check request was made from my Secondary Checking Account in the amount of {$1200.00}.
Unauthorized transfers of {$1000.00} from Savings Account and {$240.00} from my Primary Checking Account were made. These funds were transferred to my Secondary Checking Account.
A second unauthorized official check request was made from my Secondary Checking Account in the amount of {$2300.00}.
XXXX XXXX I call USAA to file a fraud complaint and restore my accounts. My online ID, password, PIN, and security questions were reset. At this point, I requested a stop payment on the fraudulent checks. USAA could not immediately credit my account for the amount missing. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Call time : XXXX XXXX XXXX I receive a call back from USAA to notify me that the refund is processing. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. A check I wrote out of the account is rejected due to insufficient funds. Call time : XXXX XX/XX/XXXX XXXX XXXX I call to inquire on the status of the refund. After multiple transfers, holds, and escalations, a {$1200.00} credit is issued on my Secondary Checking Account. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the remaining {$2300.00} refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Monday, XX/XX/XXXX. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the fraudulent checks were printed, but that they were physically intercepted and never left USAA. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Thursday, XX/XX/XXXX, and that he would follow up then. Call time : XXXX Notes : Total phone time : 11.4 hours
|
| 12/23/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
I wanted to update my earlier complaint but I was unable to so I am submitting a new complaint but it should be known that their is a previous complaint from the other day. This had the most pertinent information As per the Fair Credit Reporting Act, specifically 15 USC 1681 section 602 ( a ), it is emphasized that consumer reporting agencies must carry out their significant responsibilities with fairness, impartiality, and a regard for the consumer 's right to privacy. XXXX XXXX XXXX XXXX XXXX being consumer reporting agencies, and I, as the consumer, have the explicit right to ensure the protection of my private information, as supported by 15 USC 6801. This statute articulates the Congress 's policy that financial institutions have an ongoing obligation to respect the privacy of their customers and safeguard the security and confidentiality of their nonpublic personal information.
Entities that furnish information to credit agencies, categorized as financial institutions, are bound by 15 USC 1681 section 604 ( a ) ( 2 ), which specifies that consumer reporting agencies may only provide a consumer report in accordance with the written instructions of the concerned consumer. The financial institution, XXXX, XXXX, XXXX and any furnisher of information to credit agencies, do not possess my consent to furnish this information, and certainly not my written consent. I hereby revoke any and all forms of consent, whether verbal, non-verbal, written, implied, or otherwise, to XXXX, XXXX, XXXX and any furnisher of information to credit agencies.
Furthermore, as outlined in 15 USC 6802 ( b ) ( c ), a financial institution is prohibited from disclosing nonpublic personal information to nonaffiliated third parties unless the consumer is informed about the option to exercise nondisclosure. The furnisher of information to credit agencies failed to inform me of my right to exercise this nondisclosure option. Additionally, 15 USC 1681c ( a ) ( 5 ) explicitly prohibits consumer reporting agencies from including certain adverse information in consumer reports, especially without the consumer 's permission, which is the case with the account in question.
Moreover, 15 U.S. Code 1681s2 ( A ) ( 1 ) A emphasizes that information should not be furnished to consumer reporting agencies if there is knowledge or reasonable cause to believe that the information is inaccurate. XXXX and XXXX and XXXX are not adhering to reasonable procedures, as required by 15 U.S. Code 1681e, which mandates consumer reporting agencies to maintain procedures designed to avoid violations of specific sections and limit the furnishing of consumer reports to specified purposes.
In accordance with 15 U.S. Code 1681a - Definitions ; rules of construction, the term " consumer reporting agency '' is defined as any person that, for monetary fees, dues, or on a cooperative nonprofit basis, regularly engages in the practice of assembling or evaluating consumer credit information or other information on consumers to furnish consumer reports to third parties. Such entities use interstate commerce means or facilities to prepare or furnish consumer reports. The term " consumer '' specifically refers to an individual.
Moreover, a " consumer report '' is defined as any written, oral, or other communication of information by a consumer reporting agency that pertains to a consumer 's creditworthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living.
It is crucial to note the exclusions outlined in 15 U.S. Code 1681a ( 2 ) ( A ) ( i ), which specifies that a report containing information solely about transactions or experiences between the consumer and the reporting entity is excluded. Consequently, reporting transaction history without proper authorization is deemed illegal.
In light of these definitions and exclusions, it becomes evident that the actions of XXXX, XXXX, and any furnisher of information to credit agencies in reporting transaction history without my explicit consent are not only a violation of my rights as a consumer but also contravene the legal provisions established by the Fair Credit Reporting Act. This further reinforces my objection to the unauthorized sharing of my private information and underscores the need for immediate corrective measures.
Finally, in accordance with 12 CFR 1016.7, I am exercising my right to opt out of your reporting services at this time.
|
| 06/13/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
USA hey initiated a fraudulent claim back in XX/XX/2019 when I reported my identity to have been hacked and my credit card and debit card do you have been taken and in the process of reporting this information to USAA I disclosed with them amounts totaling nearly {$5800.00} in which the money was taken from my account transferred outside to another account and then re-transferred into the account that the money was finally pulled from after making payments to the account to lose the trail of fraudulent activity. In this situation I reported my car stolen and try to alleviate any issues in regards to the monetary loss as well as the negative balance owed on my credit cards and The decision USAA concluded was that I was at fault for such fraudulent activity and held me accountable for the {$5800.00} that was fraudulently taken or stolen for me via my credit card cash advance and deposit accounts at that time there was a stop payment and hold on my account for my other financial institution service credit Union that notified me of such fraudulent activity and filed a claim in regards to the loss of the {$5800.00} that was blamed fault upon myself. With the assumption that the stock payments and any transactions were to occur from my financial institution and USAA the actual stop payments were lifted from USAA and a second attempt to obtain my information identity and causing a similar transaction a fraudulent activity to occur again on my accounts in nearly the same interactive online banking methods as was conducted in early XXXX. I once again reported the situation to USAA only to hear that they were not at fault for the transactions can not justify the transactions and decided to do a far more negative response or interaction with me by closing my accounts all of my accounts. Once this had occurred I was notified in XXXX and XXXX that they did not want to conduct any business with me any further on the banking side and notified me that I needed to find additional or outside services for car insurance and other insurance needs as USAA felt it was easier to get rid of me than it was to help me. I served as a loyal customer for 14 years with USAA for them to only drop me at the head of a dime I no longer want to conduct business with me simply on the case that they were not taking responsibility for their actions and their inability to comply with specific security and financial risk management tactics for avoiding fraudulent activity on accounts and conducting proper investigative methods on finding out why the fraudulent activity had occurred once again on my account the only difference this time around was my cards were fully paid off and then were charged the full amount plus an additional {$2200.00} were added to the original authorized debit advance withdrawal limits that exceeded the credit limit balance authorized for each card. This occurred on multiple accounts of my credit cards and my spouses credit cards and once it was identified remediation was not in effect rather I was held accountable for a {$4400.00} P balance due on one credit card and an {$8800.00} balance due on another credit card within a two month frame the credit cards were sent to a consumer collection agency for resolution instead of finding proper fraudulent activity with which my other financial institution was able to find USAA then again held me accountable and has reported to the credit bureaus this in accuracy. I have spoken with a legal advisor to assist me in what mediation methods can be done and what resolution can occur from such problematic activity. Along side the recent situation with USAA and closing of accounts with discriminatory actions are similarly involved with this such situation and Im reporting this directly to the CFPB to help me find resolution as USA does not seem willing to assist me and remain remediating the balance due on my accounts that have been shut down without my authorization or consent. Due to USAAs disclosure agreements and arbitration agreements the violation of discriminatory actions against myself and my accounts were not taking into consideration under the SCERA and the monetary lending act with which was also a violation of the law that should be filed appropriately and alongside the current consent every payment to the service members who are authorized a remediation on their accounts under the USAAs military benefit program and the use of USAA federal service bank.
|
| 03/20/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with the interest rate
|
|
Web |
Servicemember |
|
I purchased a new vehicle and financed it with a loan from USAA. I was confused about the specifics of a 0.5 % APR discount if I went to a dealer who particiapted in the USAA car buying program. I contacted the bank by phone to confirm the details of the specific discount. I confirmed verbally on a recorded line prior to purchasing my vehicle that I only needed to contact a auto dealer, verify that the dealer participated in the car buying program with USAA, then purchase a vehicle from that dealer and the 0.5 % APR discount would be applied to the rate of my loan. USAA has no physical bank branch locations so I had to rely on a verbal confirmation on my phone call.
I went and purchased my vehicle in mid XX/XX/XXXX. I then received a APR billing form noting that I was being charged without the 0.5 % APR discount applied.
I called USAA on Thursday XX/XX/XXXX approximately XXXX XXXX until XXXX to attempt to sort it out.
The bank let me talk to an executive dispute resolution person named XXXX. XXXX reviewed the recorded call when I called USAA to clarify the details of the program and he admitted to me that USAA had made an error and incorrectly explained the details that I needed to follow to qualify for the loan. He explained that I was misled and that USAA would fix the issue for me. He took some time to confirm the details with his boss before coming back on the line with me. He explained that USAA would require me to pay the same fixed amount for a monthly payment but they would reduce the APR with the rate that I was told I would qualify for which was ~2.8ish % not the 3.3ish % that I was incorrectly charged.
He explained that I would continue to pay my fixed monthly amount but that the principle of the loan would be paid off earlier thus saving me the money I should have gotten because I would have paid off the loan earlier and saved the difference in interest that I was owed.
He explained that I should receive a letter in mid XX/XX/XXXX detailing the specifics of this remedy. I specifically asked about the detailed amount I would save and that this I specifically asked that they would reduce the total loan interest rate and that they provide me written details of this remedy. XXXX confirmed to me on the phone that they would honor the 0.5 % decrease in my rate because the person I had talked to prior at USAA had misspoke and given me incorrect information. XXXX did explain the details of the USAA car buying program and what I would have to do to qualify for the discount in the future.
Ultimately this resolution would shorten the life of the loan since I will be paying the old monthly payment at the 3.3ish percent over the life of the loan but the loan amount will remain the same. I did confirm that I would still be able to pay off the loan early still.
I waited until XX/XX/XXXX after I got a letter from USAA rejecting XXXX XXXX internal request. I contacted USAA and a representative told me that it was a sort of clerical error and that they would resubmit the paperwork through the proper channels. I stated to them that I was working on the assumption that what XXXX told me still stands on XXXX XXXX and USAA will have to figure out how to make it work for me.
I received an email decline notice on or around XX/XX/XXXX from USAA. I called and spoke to a representative at USAA again and was told they would not honor the previous statements. I asked to speak to an executive resolutions specialist and was sent to talk with XXXX from their executive resolutions team. XXXX and I spoke and he reviewed the previous phone calls and notes in their system. He explained he would advocate for me and get the issue taken care of for me. He said he would resubmit and get back to me.
XXXX and I talked again around XX/XX/XXXX, he explained it was not working and he was excalating to the car buying service and I should expect to hear back.
On XX/XX/XXXX I received word that XXXX was sending something to the USAA advocacy team for me. He asked them to contact me. I have not received contact from Advocacy but did receive a call from a car buying service where I explained that this seemed to be a USAA issue and that they should contact USAA for details.
On XX/XX/XXXX. I contacted USAA through their secure messaging app telling them I had not heard from XXXX and that I would file a complaint if I didnt hear back this week. Now on XX/XX/XXXX I'm filing.
|
| 06/10/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I was the victim of identity theft which I repor ted in XX/XX/XXXX . I received the assistance/guidance from XXXX from the Identity Theft Resolution Department, a service which I pay USAA monthly for. I followed all instructions as provided by USAA, filing reports with the FTC and XXXX Police Department and provided USAA with all requested case numbers. It took USAA quite a while to correct the fraudulent billing errors as they were on multiple USAA credit cards, during which time their agents repeatedly reported the same c ase multiple times instead of updating the existing case. In the end I had to get help from someone in the CEO 's office who got everything corrected. I received letters stating the credits were now permanent and the the investigation had been concluded in my favor. Despite being against consumer protection and way beyond the 90 days allowed by law to finalize any billing dispute as allowed by law in XX/XX/XXXX more than 12 billing cycles later, without any notice, documentation or explanation USAA has charged me back for all the " permanent credits '' on only one of my affected credit cards. USAA has refused to provide any explanation, information or documentation for the charges despite my repeated requests. I have been told USAA re-investigated the case on my XXXX XXXX Card only because because of a new fraud claim opened on my debit card. One which was only opened because the USAA agent I spoke with was unsure how to open the claim from my utility company charging me for someone else 's bill. It was under USAA 's guidance and suggestion that the new claim be processed as fraud. Now because of their own suggestion they have charged me back without notice or reason on an unrelated credit card despite the new claim being investigated and found in my favor. To make matters worse, USAA has begun taking adverse action against me with out providing any notice as required by law. Not only have they limited access to my credit card in question, but they have limited my access to all my accounts I currently have with USAA. I am unable to pay my bills, view the balances of my checking, credit, investment, auto loans, insurance accounts, transfer funds, access my insurance statements or policies. I am unable to view or respond to messages fro m USAA, or even access my funds electronically in any of my accounts. USAA has als o made several reports to the credit reporting agencies regarding the disputed charges which has lowered my overal credit rating. Even though legally USAA is required to provide notice prior to taking any adverse action, and legally not allowed to take adverse action while an account is being disputed I never received any advance notice or documentation of ANY kind despite repeated requests and phone calls regarding any of these actions. Additionally, I have made repeated attempts to conta ct USAA regar ding these many problems. Most recently I left multiple voicemail 's for XXXX in the CEO 's office. Finally on XX/XX/XXXX , weeks later I received a call which went straight to my voicemail from XXXX , I attempted to contact her immediately but was sent straight to voicemail. At which time I called the CEO 's of fice and spoke with XXXX , who informed me XXXX was currently on another call, but would have her call me back ASAP. It is not after hours o n XX/XX/XXXX me aning the bank is closed until Monday XX/XX/XXXX and I have yet to receive any accessible form of communication from XXXX . I have been calling and trying to get these many issues and violations of my legal rights corrected as I need to pay my other bills for a month now. USAA has effectively without notice, cause or justification effectively put a strangle hold on my finances preventing me from being able to pay any of my bills, view or access any of my accounts which will begin causing massive penalty fees and destroy my credit rating even further than they have already. USAA 's refusal to this day to adhear to the legally alloted time frame for billing disputes, violation of documented notices and agreements provided by USAA, provide any notice, documentation, respond or communicate to my requests in a reasonable or timely manner, in addition to taking adverse action on my credit report, affected card and every other USAA accounts has violated multiple consumer protection laws
|
| 10/08/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
|
|
Web |
Older American, Servicemember |
|
I have been a member with USAA since XXXX. I would like to sell my home but USAA insists on enforcing a lien in the amount of {$91000.00}, even though it has discharged the debt and issued IRS Form XXXX, discharging that same debt. In XXXX USAA financed the purchase of my home and extended a home equity line of credit that was increased to {$120000.00}, based on the value of my home. In XXXX, USAA froze the home equity loan due to home value decreased. I had a 15 % pay cut and XXXX ( serviced the home loan ) modified it around XXXX. In XXXX and XXXX, I tried to refinance the home loan to get a lower interest rate ( the mortgage was at 6.25 % and interest rates were in the 3 % range. USAA refused on the basis the home was worth less than the loan. USAA offered that I could short sale the home when I told them I wanted to relocate to the east coast. The home went into escrow in XX/XX/XXXX and I was told by my realtor to stop payments on the mortgage and home equity loan. Bad advice, I now know. In XX/XX/XXXX, we were informed USAA refused to release the lien on the home equity loan. The home went into escrow again and USAA agreed to the sale for 12 % of the home equity loan, which was approximately {$91000.00}. XXXX explained they were not allowed to pay more than {$6000.00} on a junior lien. Efforts to short sale the home were discontinued. I had moved to a short term rental, thinking I would soon leave the area but when the sale failed, I moved back to the home, thinking I would save my credit score/reputation. When I returned to the home, XXXX offered to modify the loan to a lower interest rate - finally. The modification increased the mortgage from {$350000.00} to {$380000.00}, and extended the term to 40 years. I had asked about the home equity balance and was told there was no paperwork from USAA regarding the home equity loan.
I signed the modification and submitted it on XX/XX/XXXX. Within a few days, I received a telephone call from XXXX, a collection agency and a letter dated XX/XX/XXXX, demanding {$91000.00}. USAA had sent my home equity loan to collection without any notice to me. I consulted legal counsel and explained to XXXX that the home equity debt was not subject to collection agency activities. I have never heard from XXXX again.
USAA also terminated my credit card, restricted my online access to my accounts, and limited my checking account activity. I left my home insurance and auto insurance policies with USAA but opened a checking account with other financial institution.
In XX/XX/XXXX, I received a XXXX Form XXXX, Cancellation of Debt in the amount of {$91000.00}. The debt description, at box 4 states XXXX XXXX XXXX XXXX, I am the stated debtor. Box 5 is checked, which indicates USAA assigned that I was personally liable for the debt. Box 6 states " G ''. IRS Section 6050P states " Event code " G '' means " A discharge of indebtedness pursuant to a decision by the credit or, or the application of a defined policy of the creditor, to discontinue collection activity and discharge debt. '' When I have contacted USAA to remove the lien associated with home equity loan, given the USAA first sent the debt to collection and then discharged the debt, evidenced by the XXXX Form XXXX, I am told that the debt was discharged to me but the USAA policy is to collect the debt from the house ; and that USAA only issued the form because it is required by the IRS. Given USAA receives the tax benefits when discharging the debt I can understand why the IRS requires notification. However, the lien for the debt was not removed against me and the home. In XX/XX/XXXX, I received a Home Equity Line of Credit Statement showing {$0.00} due for a principle balance. USAA sent a letter dated XX/XX/XXXX, stating the statement had been issued in error, due to a systems upgrade and that it was not an attempt to collect a debt against me. However, USAA continues to refuse to remove the lien. When I contact USAA I am told the policy is to collect the debt and I am offered an opportunity to request a negotiated settlement.
I want CVPB to assist me in settling this matter. My legal counsel advise that USAA can not legally continue to collect on a debt that has been discharged via a Form XXXX, but also that USAA has a reputation for being very difficult to work with. I hope CFPB can resolve this issue. I will attach documents for the above referenced events.
|
| 08/13/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Unexpected increase in interest rate
|
|
Web |
|
|
USAA has been charging me false cash advance fees for purchasing on coinbase. When I started to purchase over a year ago they were not charging these fees. I actually used my USAA card because at the time they were supporting blockchain technology. I made calls to them and they blamed coinbase. I tried to contact coinbase and then after 6 months of back and forth I realized it was USAA charging me cash advance fees. I am purchasing into an application and utility token not crypto currency. Had USAA warned me or been honest in the beginning I would not of used their card. They kept telling me it was coinbase not them adding fees. I only used because they were crypto/blockchain supporters at the time. They were even building their own crypto currency. So now they added 1000 's of dollars in cash advance fees to my card over the last year. Every month Im being charged some crazy high interest fee for cash advances. They then refunded and charged back again It's such a mess I don't understand what they did. Charges and chargebacks all over the place. Because they said it was coinbase I thought it was fixed but it wasn't at a all. I never would use a card for cash advance.I have been run around in circles for months and don't know what to do. My statements are in shambles because of them. Thanks in advance for all your help.
Finally talked to USAA rep. Usaa admitted on phone they were not charging cash advance fees when I first started making app purchaces and they were crypto friendly. This is why I chose them. I want to make sure XXXX know I am absolutely not satisfied with the response. XXXX was actually rude and not at all understanding. I am actually mortified that this is even legal. Are there no usury laws? I will be starting a class action law suit and petition online next. Will research and see who is already suffering the same extortion from USAA and find the most effective media and social media outlets to be heard.
XXXX___This is one of the XXXX statements that USAA released that made me use them instead of my other cards or waiting for wire transfers, XXXX XXXX XXXX USAA Integrates Bitcoin Access to All Member Accounts USAA Bitcoin Following an initial pilot run which saw select USAA employees and members view their Coinbase accounts via the website and the mobile application, the USAA is now expanding bitcoin integration via Coinbase for all member accounts. In a post yesterday, USAA announced that all account holders will be able to view their Coinbase accounts in tandem with the rest of their USAA accounts and financial services on the USAA website. Support for the mobile application will be available later this month, although both website and the application were a part of the XX/XX/XXXX trial. XXXX XXXX, lead investment associate for XXXX corporate development team has been researching the cryptocurrency for USAA since XXXX. In a statement, he revealed : Traditionally, USAA is very good about getting in front of emerging technology trends. What were developing is at the forefront of the financial services industries. A Bank Favoring Blockchain and Bitcoin Research USAA, a financial services group that brings banking, insurance and other services to US military members and their families is notable for its endeavor into bitcoin integration and research and investment into its underlying technology, the blockchain. In XX/XX/XXXX, USAA was one among the more prominent investors in XXXX Series C funding round which raised a record {$75.00} XXXX. The managing director of corporate development at the Texas-based bank, XXXX XXXX, also revealed in XXXX that the bank was looking into utilizing blockchain technology in order to decentralize some of the banks operations. Speaking in XX/XX/XXXX, XXXX stated : We have serious interest in the blockchain and we think the technology would have an impact on the organization. The fact that we have such a large group of people working on this shows how serious we are about the potential of this technology. With the integration of XXXX accounts with all member accounts, the move is another sign that USAA is looking to invest in bitcoin for its own future, just as it did with XXXX. One participating member from the original trial, XXXX XXXX, a software engineer at USAA added the following in USAAs post : Bitcoin could easily be the currency of tomorrow. Featured image from USAA.
|
| 06/28/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
This dispute involves an Auto loan I got from USAA Federal Savings Bank and in particular, their supposed " fix '' which only worsened the problem. As they supposedly tried to resolve the problem, they worsened my credit report.
XX/XX/XXXX : I paid off the loan in full and received a confirmation letter from USAA stating " Your Loan Has Been Paid in Full. '' FOUR years later, in XX/XX/XXXX : While reviewing my credit report, I noticed that USAA Federal Savings was now listed as a " negative account ''. My credit report showed a " Charge Off '' in the amount of {$180.00} starting XX/XX/XXXX.
I called USAA member solutions three separate times to try find out what this charge off was for. I called on XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX.
On XX/XX/XXXX : USAA representative acknowledged that " yes, the loan was paid off in full '', but could not explain why there was a charge off for {$180.00}. She requested an investigation.
On XX/XX/XXXX, the USAA rep told me that {$180.00} was " washed out on XX/XX/XXXX '' and advised me to wait 30 days for this to be reflected on my credit report.
On XX/XX/XXXX, my credit report was still NOT corrected. I called USAA again and this time the USAA rep informed me that my account was " still in charge off '' status, but he could not tell me what the charge off was for. I offered to make a payment to resolve the issue and to clear my account, but he told me that I could not make any payments. He offered to request another investigation. I informed him that the previous investigation had not been helpful, ie no one could tell me what the charge off was for and my credit report still listed USAA as a negative account.
On XX/XX/XXXX, I submitted a complaint regarding the above to the CFPB.
On XX/XX/XXXX, CFPB emailed me that " the company has responded to your complaint '' and XXXX from the USAA XXXX 's office called me. She informed me that while the loan indeed had been paid off in full, interest in the amount of {$170.00} had accrued on the loan. She apologized that the USAA Representatives had failed to provide me with a clear explanation despite the fact that I called them 3 separate times over several months. She stated that because of my troubles, she had talked to the AVP of the Collections Department at USAA and had asked for this interest to be removed/forgiven as a courtesy and that she would contact the Credit Bureaus to have the charge off removed. She asked that I wait 30 - 60 days to have this reflected on my credit report.
On XX/XX/XXXX, I called and left a voice mail for XXXX at XXXX ext XXXX. I stated that no updates from USAA had come through and that my credit report still listed USAA Federal Savings as a charge off, and thus as a negative account which lowered my credit score significantly.
On XX/XX/XXXX, my XXXX credit score decreased further by XXXX points since USAA account had been updated. On XX/XX/XXXX, my Equifax score decreased by XXXX point, due USAA account update. Both of these updates re-set the clock FORWARD from XX/XX/XXXX to XX/XX/XXXX, thus increasing the negative impact factor and delaying by ANOTHER year for clearing USAA off my credit report.
On XX/XX/XXXX, I called XXXX again. This time she called back the same day. She told me that she had submitted USAA charge off removal and Account paid in full letter on XX/XX/XXXX. She also stated that when she received my voice mail on XX/XX/XXXX, she had requested another update. I informed her that the updates from USAA had been reflected on my credit scores on XX/XX/XXXX and XXXX, and that her reports had backfired and had WORSENED my credit scores. XXXX responded that she will pull my credit report in order to see what the credit agencies are actually reporting. She stated that this should not cause a credit inquiry and that she would also send a letter saying that the Charge off has been removed. As of XX/XX/XXXX, I have NOT received this letter.
On XX/XX/XXXX, I called XXXX back. As of XX/XX/XXXX, neither XXXX nor any representative from USAA have not returned my call.
To this date, on my credit report all 3 credit bureaus list USAA with a charge off and as a negative account. USAA has negatively impacted my credit score TWICE : First in XX/XX/XXXX, and again in XX/XX/XXXX. Thus, USAA has exacerbated the problem by resetting the negative account date from XX/XX/XXXX to XX/XX/XXXX.
|
| 01/17/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
I am very disappointed in the service I have received from USAA Credit Card Services division. I have been banking with USAA with several years. I filed disputes on my account the first week of XXXX due to my wedding planner XXXX XXXX with XXXX XXXX XXXX XXXX not rendering services that I paid to her. I've sent in documentation so I could have a strong case so it will be in my favor. When I first called to start the disputes I was told that I just needed to send in contracts and the police report. I did so. I told the representative that I have more documentation but the lady told me that contracts and police report was good enough. I've called several times checking on the status of my disputes. I was told that everything will be sent electronically and if I had any questions that I should call which I did but for some reason no one could answer the questions that I had. As well they will tell me someone will call me back. I have told USAA a good time to reach me and for some reason they can not respect my wishes. I have told them to call between XXXX-XXXX due to my work schedule. I get calls early in the morning, lunch and etc. There have been several errors in my dispute and every time I bring it up to XXXX, which is not the analyst over my account, she says I will call you back. I'm not understanding to why every time I have a question, I have to get a call back and not be able to talk about the disputes right then and there. I will mention that some disputes were permanent and she's not aware. One dispute says it will be reversed but in the same sentence it says it will be permanent. Also a dispute was made for {$2200.00} for XX/XX/XXXX and that was not true. It was for a different amount. Also, made the comment to " why was I still paying my wedding planner if she was taking my money and not paying my vendors. '' That was a very disrespectful comment. XXXX XXXX has stolen several thousands of dollars, do you really think I was going to keep paying her if I knew. My wedding was XX/XX/XXXX, I did not know XXXX XXXX did not pay my vendors until the night before my wedding. Now my time is up and my money is being reversed becuase my information was not legible. I just found it out on XX/XX/XXXX. Not one time did USAA call to let me know that my documents was not legible. I also have proof that XXXX XXXX admitted to taking the money and she owed me the money that she stole from me. I got 2 disputes that were permanent but is kind of weird how the others were not. I was told they were not in my favor, nothing else. I had one dipute that stated that I signed a contract. Yes I signed a contract that she breached. My wedding occured on XX/XX/XXXX and we had 4 vendor issues and well XXXX XXXX services in which I am due a refund XXXX XXXX XXXX XXXX. I have been unsuccessful in my attempt to get my refund back to Ms. XXXX XXXX. I've contacted Ms. XXXX and was promised a refund back to my accounts and that promise has not happend. All of the business website, social media have been deactivated and recent attempts have not be been answered. I have also been in contact with Investigator XXXX with XXXX County Sheriff 's department about my case. I'm just very disappointed at the run around, not answering questions, calling whenever they want, and overall service that USAA provided.
On XX/XX/XXXX I received notification was low. I have complained several time about USAA taking money out my account and resolving the problem that I am having. I keep being told someone will contact me and no one is contacting me. Every time I contact USAA the representative claims to notate my account but they are not and when they do it has nothing to do what was talked about on the phone.
I am still waiting on a call and have not received one. XXXX mentioned it was a mistake and that the funds that were not suppose to come out on XX/XX/XXXX and they did. I need my money replaced NOW. I just called and the representative XXXX just lied and said I was sent something on the XX/XX/XXXX to send in more documentation. That was not true. He also mentioned that he would find documentation and he put me on hold. He could not find documentation. XXXX said it was too late to send any information in because everything was being reversed. Not one time did anyone send and email nor did I receive a call to let me know that I need to send in more documentation.
|
| 07/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I received an email notification that a person named XXXX XXXX made a {$1000.00} withdrawal from my savings account through an app called XXXX. I called USAA to report that this was not authorized by me. The representative I spoke to informed me that they would look into the transaction and I should call back to check on the resolution.
On XX/XX/XXXX I called USAA to check on the resolution to the unauthorized transaction. The representative bypassed my request and informed me that I needed to pay {$4800.00} because someone with my IP address deposited a counterfeit check in the amount of {$4900.00} from XXXX XXXX into my sons joint account and subsequently, the person made withdrawals of {$800.00} or {$830.00} until the account was depleted. When I asked why I wasn't informed of this yesterday when I initially called or why I never got a notification of this transaction the representative simply said she did not know why. But I would need to cover that amount or they would begin depleting my accounts associated with them ( IRA, other savings and checkings ) until it satisfied the amount of the counterfeit check. I was told to either do nothing and allow that to happen or mail a check or money order from another institution to cover it. I got a loan to cover the amount and mailed the check. I then made a police report for the fraud. At this time, I was locked out of my accounts and couldn't see any other transactions.
On XX/XX/XXXX, I got a notification to view my USAA docs. But I was still locked out of my account so I could not see what it was about.
On XX/XX/XXXX I spoke with someone who gave me a fax number to send my police reports to.
On XX/XX/XXXX I spoke with a XXXX who stated that she would request I got updates into my fraud investigation. She stated that she was completing a referral for the financial crimes departments.
On XX/XX/XXXX, I was able to see my accounts. Then I noticed that my other sons account had also been tampered with and no one informed me of this during the previous conversations, nor did I get an e-mail notification. That amount was {$17.00}.
On XX/XX/XXXX, both police reports were ready and were faxed to XXXX.
On XX/XX/XXXX, I changed all of my push notifications to what they were initially set with, Someone had obviously changed them to be able to access my accounts without my knowledge. Upon changing these notifications, I saw that there were 3 unknown devices on my account. An XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. My phone is an XXXX XXXX ( XXXX XXXX XXXX ) and my sons phones are XXXX XXXX 's, my sons both switched to XXXX from XXXX when the XXXX XXXX was out.
On XX/XX/XXXX I was informed that I should XXXX out my other sons account so it wouldn't be overdrawn. I did that. But was told there was still no resolution into my fraud investigation.
On XX/XX/XXXX I spoke at length with a representative who informed me that after reading over the notes, the liability is still on me that they are not treating this as a fraud investigation. XXXX suggested that I call back during business hours and speak with the identity theft unit.
On XX/XX/XXXX, I spoke with several representatives in several departments because each person would put me on hold for 15 minutes then come back to report that my case was not in their department. The last rep, XXXX, submitted another review request because he is showing the the fraud dept determined I'm liable and there was no fraud. That I should call back in 3 days to check on the resolution. I asked him would they do a thorough investigation including pulling ATM footage and comparing endorsements on the back of the check? He did not give me a definitive answer.
On XX/XX/XXXX, I received an e-mail notification that reads " We're writing to let you know that we completed our review of your claim submitted on XX/XX/2018 and determined there was no fraudulent activity. Our decision is based on multiple USAA system security records. No further action will be taken. If you have questions or want to request copies of the documentation or information we used to make this decision, please call us at XXXX ... Claim Reference : XXXX. We value your business and the opportunity to serve all your financial needs. '' Today, XX/XX/XXXX, I am sending this, hoping to be reimbursed all moneys taken from me by USAA. A total of {$5800.00}.
|
| 02/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Older American |
|
On XX/XX/XXXX, I sent in a deposit to USAA Federal Savings Bank for XXXX into my checking account ( Number XXXX ). The deposit was mailed in a USAA pre-addressed, postage-paid envelope and consisted of a deposit slip and XXXX checks : a check from XXXX XXXX XXXX XXXX XXXX amount of {$86.00} and a check from the XXXX XXXX XXXX XXXX amount of {$860.00}. When I checked my next statement it didn't match, so I went online and found out that on according to what USAA reported, on XX/XX/XXXX, USAA processed the XXXX {$86.00} check with a notation that it was deposited without a deposit slip and the did not deposit or give me credit for the {$860.00} XXXX check which they obviously received in the same envelope at the same time. ( To the extent I am able to do so later in this complaint, I will attach a copy of the deposit slip referencing both checks, as well as copies of both checks- all of which I had scanned into my computer before mailing the deposit envelope. ) I then called USAA on XX/XX/XXXX and explained what happened and that they somehow misplaced or lost the check after they received it. The person I spoke with, ( who told me her name was XXXX XXXX, said she wrote up a ticket for them to look for the lost check which she said would take XXXX to XXXX business days. She told me there was no incident number and that it would just be noted on my account.
Notwithstanding what I had been told by the USAA representative on the XX/XX/XXXX call I heard nothing back from USAA so I called them again on XX/XX/XXXX and spoke with a USAA representative who told me her name was XXXX. I explained the situation again and the representative had me upload on to the USAA website, my copy of the deposit slip and both checks, ( which I subsequently personally confirmed was received, and presently has a notation of " routed '' but no reference to anything being done ), The representative also told me that she could find no record of the prior ticket regarding this problem, which I had been told in my prior call had been done, so she told me that she would put in a ticket and that it would take XXXX to XXXX business days to process and that USAA would respond on the USAA website in my correspondence section.
Notwithstanding what I had been told by the second USAA representative who I spoke with on XX/XX/XXXX, I received no response to my issue and there was no response on the USAA website, so I called USAA again, for a third time on XX/XX/XXXX. The representative who I spoke with ultimately, after checking around said that a report was submitted on XX/XX/XXXX, ( which was actually the date of my second report ) and that according to them only XXXX check was processed and they wanted me to stop payment on the {$860.00} check and get it reissued. Since USAA obviously received both checks and either lost the {$860.00} check or incorrectly deposited it in someone else 's account, I told them that that was not acceptable and that they should credit my account for the {$860.00}, and if they feel it necessary, try to get the check reissued. The representative then transferred me to an XXXX Agent ( which I was told meant : " Member Resolution Team '' who'd told me his name was XXXX who also said he wanted me to stop payment on the check, ( which I had no knowledge hadn't been lost by the bank or incorrectly deposited into someone else 's account ) and I also told him no, it was the bank 's problem and he said he would submit another case for me, this time giving me a case number : # XXXX and asking me to give then XXXX hours for feedback.
It is now 11 days later and, for the third time, I still have not received a promised response and there is also no response on the USAA website. The XXXX check represented a final dividend payment on my late wife 's stock where the transfer agent had proved to be particularly difficult and uncooperative in liquidating my late wife 's stock and sending me the final dividend check, which I finally received more than XXXX months after her death. I have no idea if USAA lost the check or deposited it in someone else 's account by mistake, in which event, even if I could get through to the XXXX transfer agent, they would then not issue a new check. This is clearly solely the bank 's problem, caused by their mistake, and they should take care of it and make me whole without me having to do anything further.
|
| 08/13/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2020 my wallet was stolen and the person that stole my wallet uses my card XXXX and makes several purchases at different locations. I called and reported all the transactions on XX/XX/2020 I was told claims department will do the case and issue out refunds. I also made a police report and they gave me an event number saying I reported my wallet being stolen and the transactions that were charged from the individual. Upon looking at my account on XX/XX/2020 the refunds were there but for not two transactions both at the same location XXXX XXXX XXXX one for {$35.00} and the other for {$3.00} which I reported to the local XXXX Police and had video of the woman that stole my wallet using it at that location. I was told repeatedly each time I call in that those transactions were listed on my fraud case. I was also told by advocates when I called in I have to wait for the pending transaction to post to the account before a refund can be issue. The transaction posted to the account on XX/XX/2020 and yet I still did not get a refund. I called on XX/XX/2020 to see what was taking so long with the refund I was told by advocate it takes 3-5 business days and that a claims analyst will reach out to me. I was reached out by a claims representative on XX/XX/2020 at XXXX and he left voicemail for me to contact him back at XXXX with extension XXXX. I was at work returned the call and the extension does not work ; It says voicemail is not set up for this person and hangs up. So I called back when I'm off from work waited 40 minutes to speak to an advocate and once again they stated that I would have to put in another request for the claims department to reach out to me and it will take 3-5 business days. So once again I waited I called on XX/XX/2020 because no transactions were refunded to me. I called and spoke to XXXX and a Supervisor advising me that those transaction were not on the case they need to add them and submit them to the claims department so I can be issued out a refund and it will take 3-5 business days. I spoke to the supervisor because I'm upset about all the misinformation that has been provided to me since the day I started the case and yet she still advised it will take 3-5 business days. I spoke to someone in the Claims department from when she transferred me and he stated he will escalate the issue because I stated I have to pay my rent and with that money not being returned to me I could be evicted he said he will escalated the issue. On XX/XX/2020 I get a call again from the Claims Department @ XXXX and missed the call because i work from XXXX to XXXX Monday- Friday with the same voicemail and to call back with the same extension that does not work XXXX. I called one time in the morning on XX/XX/2020 XXXX about the charges and again later when I got off at XXXX spoke to an advocate she even try to call the extension and said that it does not work. She said unfortunately she has to put another request for someone in the claims/fraud department to reach back out to me and to try the number early in the morning. I did try it on XX/XX/2020 and still it does not work. I called today at XXXX because the charges still have not been refunded back to me which is ridiculous because the case has been initiated since XX/XX/2020 and by the mistakes of their advocates by providing me the incorrect information I still have to wait. I spoke to a XXXX this morning and obviously its a trend because he quoted me 1-2 business days from the date they were added to the case and that on was XX/XX/2020. So I ask to speak to the supervisor the supervisor as well is not helpful because he stated its XXXX business days does not even have record of the claims rep that I spoke to and stated it has to be from another department. i then ask can I speak to his supervisor and he then refused because he stated that his supervisor can not help me which is unprofessional because how would you know your bosses capabilities. So today I took my billing statement to the local XXXX Police department to start a case to press charges for that individual and hopes that the police can work with my bank to get the money that I'm owed back. I have been getting the runaround, misinformation, and a headache dealing with USAA and is beyond fed up with their business practices and they lack of knowledge that everyone has within their call centers.
|
| 01/11/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Back in XXXX when my husband and I were stationed in XXXX XXXX. An insurance claim was falsely and improperly handled by a XXXX technician who submitted false results. Since then I've submitted several complaints trying to resolve the issue on my behalf unfortunately since USAA decided to close and lock all accounts we had with them. I would like the opportunity to appeal and dispute findings since language barrier was a huge factor in the claim. I am attaching some background information as to what happened.
Background : Hello, We started a personal property claim with USAA for our laptops back on XX/XX/2017. SInce we are in XXXX, the XXXX claims office handle our dispute. Also, back on in XXXX XXXX I had a claim on two previous XXXX which were settled with no problem. Now, XXXX XXXX was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, XXXX, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, XXXX XXXX. That was handled within the same day. What frustrated me was that XXXX did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager. During the recorded statement, she asked why would I have 4 laptops? Well, convenience in our case especially for different purposes. I insinuated that there was some judgement within that. However, once we finished she informed me that it'll be forwarded to our stateside office since thats who requested it. Into week 3, I recieved an initial contact from XXXX XXXX XXXX who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned XXXX 's phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been XXXX XXXX going on XXXX weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with XXXX XXXX XXXX from the XXXX office here in XXXX. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, XXXX XXXX XXXX should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, XXXX XXXX informed me that he'll have one of their colleagues to assist whom is XXXX XXXX XXXX Who is here in XXXX. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with XXXX XXXX and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that XXXX XXXX was initiating telephone contact but as stated above it was hard to negotiate time. Once XXXX XXXX became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and XXXX XXXX ; s actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I didn't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.
|
| 01/08/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX, I ordered an online Teller Check ( cashier 's check ) from USAA XXXX in the amount of {$2300.00} to be mailed to property management company ( PM ) for XXXX, XXXX rent payment. USAA issued the check on XX/XX/XXXX and allegedly mailed first class by USPS to the PM. According to PM, check was never received - no way to trace. On or about XX/XX/XXXX, I called USAA to request a stop payment on the teller check. USAA stated that their policy doesn't allow for a stop payment of a teller check. Their policy is that a consumer has to wait 90 days before the bank can process a stop payment. During that 90 day period, the teller check with either be cashed or it will expire by its own terms. I periodically checked with USAA to see if check had been cashed. Each time, I was told it had not. On XX/XX/XXXX, I called USAA & was told by XXXX XXXX that check had not been cashed during the 90 day period. She stated the next step was for me to complete a " Declaration of Loss and Indemnification Agreement '' to start the reimbursement procedure & that it would take two to four business days from the date of receipt by USAA for USAA funds to be credited back into my account. XXXX XXXX immediately emailed the prefilled Declaration document to me with instructions for its return. I signed the document & faxed back to USAA. Supervisor XXXX acknowledged document is marked received on XX/XX/XXXX. On Thursday, XX/XX/XXXX, I called USAA for a status & was told by XXXX XXXX that refund could possibly be in my account some time during that day or no later than Friday, XX/XX/XXXX. Today, XX/XX/XXXX, I called USAA for a status as no funds had deposited to my account ; I spoke with Agent XXXX # 1 who pretty much gave me the run around & stated he didn't know when the funds would be deposited. Every time I have called for status, it takes representatives 15+ min to research my account 's activity from XX/XX/XXXX through XX/XX/XXXX to conclude the check is still uncashed. I asked to speak to a Supervisor & after several attempts to dissuade me, XXXX XXXX # 1 reluctantly transferred me to XXXX XXXX. XXXX XXXX was very empathetic and seemed genuinely concerned. She placed me on hold and after about 20 minutes to conduct the infamous search once again. The the call disconnected. I waited in hopes she would call me back but she did not. I called back & I spoke with XXXX XXXX who was the complete opposite of XXXX XXXX. He told me I couldn't talk to a supervisor & that there was none available & that the only thing he could do was to have one call me back. I said " no, I want to talk to one right now ''. XXXX XXXX said he was going to try to find a supervisor for me & placed me on hold. After a couple of minutes, the call went directly into a survey. I called back & spoke with XXXX # 2 & I explained how frustrated I was & he said he would transfer me to a supervisor. I then spoke with XXXX XXXX. He stated that for whatever reason there had been a glitch or something or other & they had not been able to get to my account until XX/XX/XXXX. He said he was noting everything & kept apologizing. XXXX XXXX said he was placing my paperwork at the top of the priority pile & that funds would be in my account no later than XX/XX/XXXX. As a courtesy, XXXX XXXX refunded three insufficient funds fees.
My husband and I are XXXX & XXXX, respectively. We are on a fixed income. Tying up those funds for almost four months has set us back tremendously. We had to replace the lost check because the PM gives only a 3 day window for rent payment before they assess {$280.00} late fee in addition to commencing a $ 5/day late payment penalty. The PM has charged us {$310.00} in late fees because the rent was not paid until XXXX, XXXX. USAA has been earning interest on our {$2300.00}. I can't believe that this is fair or legal. The {$2300.00} didn't come out of USAA- we paid it. So, any interest earned is rightfully ours. The negligence in whatever happened for them to take so long to merely start looking at our issue is appalling. Payments that we have on auto deduct weren't paid due to insufficient funds & a {$29.00} fee has been charged for each returned item. USAA has collected pretty well on an error that could have been caused by them since it isn't known whether USAA ever truly mailed the check out or whether the PM lost it.
|
| 09/26/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On XX/XX/XXXX I did click on an email from USAA that did state : " You can save on interest when you transfer high-rate balances to your USAA Visa credit card account.
Get a promotional rate of 0 % XXXX until XX/XX/XXXX on balance transfers. '' The email went on to state the requirement that I can receive this offer if the balance transfer transaction posted to my account between XX/XX/XXXX and XX/XX/XXXX, yet the way the email displayed without loading entirely and this being found lower in the material, I could not see it. Because one date, XX/XX/XXXX had been stated already, I erroneously presumed I had " until XX/XX/XXXX '' to agree to this offer like it said, and clicked on it. I then agreed to what I believed was a 0 % balance transfer offer. USAA 's site processed the transaction as if I had received a 0 % balance transfer, making no mention of the 10.99 APR I was covertly and implicitly agreeing to by responding later than XX/XX/XXXX. I ended up transfering {$28000.00} to USAA baited by the 0 % rate, which was then switched to a 10.99 % rate WITHOUT ANY NOTICE OF ANY KIND about the new rate. I did receive confirmation emails from USAA, which stated only that the balance transfer had completed, and DID NOT DISCLOSE THE APR AT WHICH THE TRANSFER OCCURRED AT. Repeat, the annual percentage rate was not information included in the confirmation email, disclosures or any documentation or correspondence. It was only by following up by phone on XX/XX/XXXX that I was able to determine that I did not receive a 0 % rate. I am offended at USAA for TRICKING ME with DECEITFULLY formatted adverts designed to take advantage of customers with deceptive timeline subscriptions, and then SWITCHING APRs without DIVULGING THE NEW APR RATE when they try to accept their offers! None of the disclosures agreed to during the balance transfer were for 10.99 %. They were for the 0 % offer my email linked to on USAA. The online process I underwent for the balance transfer was describing the 0 % offer, including the terms and conditions to which I pressed agree. I then learned after the fact that USAA doesn't modify or cancel balance transfers despite that not being in their terms and conditions. When I requested customer service where that could be found in the universal terms and conditions, it could not be found at all. Indeed, the only reference to this supposed fact is on the " Status '' disposition on the balance transfer history, which states " Status Completed - The balance transfer has processed and can not be modified or canceled. '' I call out USAA that this remark is bogus, and I feel they are being deceitful here for making up rules that are not actually in their terms and conditions, but by which they benefit in terms of increased interest tenfold. I call out USAA for not being responsive to the loyal customer who reported the APR mistake in a timely fashion on XX/XX/XXXX, and offering me no recourse at all to correct the error, such as reversing the transaction or fees or applying the rate of interest from the advertisement I responded to. The only thing that could make this right would be the fees and interest I paid for the balance transfer being refunded to me, because I am offended at being tricked, being refused any help and the intended offer of 0 % for {$28000.00} was accepted by me but not honored by USAA without any notice of the rate being switched to 10.99 %. They processed the loan of {$28000.00} at 10.99 % when I responded to a 0 % balance transfer ad without notifying me at all of what actual rate I would receive in the terms and conditions and confirmation email. It was reasonable to infer that I should expect 0 % acting on this offer, nothing in the terms and conditions indicated otherwise, and since then I have seen no notice in their universal terms and conditions about balance transfers being unchangeable and unable to be modified as they claim in a status notation. I feel overall cheated, that this is pretty close to being fraudulent, or whatever bait and switch is categorized as - deceitful. I was baited and switched. I was charged a rate I did not agree to during my acceptance of the offer. They later claimed I had agreed to the whole thing and I had not. I called to get them to reverse the error and they would not, they benefit from the higher interest rate.
|
| 12/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Deposited Check XX/XX/XXXX. During initial attempt, remote deposit app gave an error and deposit was not completed, tried again later and deposit was successful.
XX/XX/XXXX deposit was reversed and {$1600.00} was withdrawn from my account.
Contacted USAA on XX/XX/XXXX when I saw my account was in negative and was advised check was returned for duplicate presentment. I stated I wanted to dispute this, but was informed that I could not because the check was returned and I needed to contact the issuer to find out why. 1st time I tried to open a dispute.
Contacted USAA again on XX/XX/XXXX, and was told I needed to contact Issuing Financial Institution to see why check was returned. I wanted to open a dispute and was told it would do no good, because I was told there was nothing USAA could do, and because I deposited it twice it was my fault.
XX/XX/XXXX, contacted issuing bank and was told to file police report and upload the report so that they may initiate an investigation; did what they asked and what USAA Customer Service Representative ( CSR ) recommended.
XXXX XXXX I used XXXX XXXX to pay my car insurance bill on XX/XX/XXXX and received an error that the payment did not go through and to try again later, similar to the deposit. Tried again later and payment went through. When I checked my account ; however, both insurance payments had posted. ( Light Bulb came on ).
Contacted USAA, XX/XX/XXXX and explained to CSR what had happened with XXXX XXXX and asked if I could to speak to someone in Remote Deposit to see if they could check the file to see how many times check was listed. I spoke with a gentleman and explained what was going on and what may have happened. He understood and stated it has happened before and would look. He stated the tool he uses to look at the image file would not connect, said that that was all he could do and said goodbye. I asked the CSR about opening a dispute and was told that without proof, USAA was not at fault ; nothing would come of it. 2nd time I asked to open a dispute.
XX/XX/XXXX, contacted USAA and CSR contacted XXXX XXXX and a conference call was created. All parties, myself included, gave permission to speak to one another regarding all involved accounts. USAA CSR verified that the check was not deposited to any other financial institutions. XXXX XXXX CSR said it had not. 11 NSF Fees were credited to my main account ending in XXXX, based on the info.
XX/XX/XXXX, the issuing bank found that the check-in-question was cashed and paid. I received a copy of the endorsed check showing that USAA had presented the check and was paid funds. Once notified that USAA had presented check twice, I contacted USAA and explained what issuing bank found and was advised to open a dispute.
XX/XX/XXXX, called and spoke with a USAA CSR in regards to their having submitted the check-in-question twice on the same day and that they were paid for the 1st presentment, and the second presentment was the one that was actually submitted through mobile deposit successfully. I was transferred to the Executive Resolution team who assigned a Branch Manager named XXXX. He advised me to open a dispute, which I did.
XX/XX/XXXX, I spoke with a USAA CSR again about this matter and was told that the dispute was being looked into.
XX/XX/XXXX, I had not heard from XXXX for quite some time and contacted USAA again about this matter and the CSR transferred me to XXXX in the Executive Resolution Team, who said that the dispute was closed due to it being 60 days past/since the Account Billing Cycles end date. She also stated, You deposited it twice once at another financial institution and with USAA and this is your fault, we have the tracker ID and the check was in the National Check Database and have a good day, and hung up on me.
XX/XX/XXXX, I called USAA and spoke with XXXX, I asked if she could give me the trace ID that XXXX did not give me. We had no issues and the call went well.
XX/XX/XXXX, I called USAA and spoke with XXXX and asked when the billing cycle had closed. I stated that I believed it was XX/XX/XXXX but wanted to confirm it. She confirmed that it did indeed close on the XX/XX/XXXX, which put me within the 60-day window as per the Fair Credit and Reporting ACT OF 1974, resulting in the conclusion that USAA closed the dispute in error.
|
| 01/16/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On a recent trip to XXXX I tried to withdraw money from ATMs numerous times. None of my attempts were successful, and the machine failed to return my card at my last attempt. My USAA bank account shows four ATM debits from my bank account. USAA initially issued adjustments on XX/XX/XXXX. However USAA reversed two of those adjustments on XX/XX/XXXX ( {$66.00} and {$480.00} ).
Here are the following facts : On XX/XX/XXXX, I traveled to XXXX with two friends, both fellow USAA members who were next to me from the moment I landed until the moment the ATM failed to return my card. They can confirm that I received no money and have authorized USAA to speak with them to verify the facts I assert.
On XX/XX/XXXX, right after landing, my account shows four ATM debits. Two {$26.00} withdrawals at XXXX XXXX XXXX ATMs, one {$67.00} and one {$490.00} withdrawal at XXXX XXXX ATMs.
I never authorized any such transaction or this is a bank error. After landing in XXXX, XXXX, I attempted to use around four ATMs, one at the airport and several within the city. At each ATM I requested XXXX euros but I received error messages, and not a single ATM produced money or printed confirmation of my attempt. I was exhausted and jetlagged so I not know whether the ATMs I tried to use were with XXXX XXXX XXXX. I do know my debit card was not returned by a XXXX XXXX ATM. However, none of the requested debits were XXXX euros.
Merely looking at this withdraw pattern should show something is amiss. It would be weird for me to attempt to withdraw small amounts twice in a row, starting at the airport, and then follow it up with a slightly larger withdraw somewhere else, and then an enormous withdraw slightly later on during the same day.
When the ATM failed to return my card I ordered a new one from USAA because I could n't retrieve it before leaving.
On or around XX/XX/XXXX, I disputed all four debits and the amounts were refunded and USAA began an investigation.
On or about XX/XX/XXXX, USAA determined the two larger debits ( {$67.00} and {$490.00} ) were proper and provided the attached bank records, all in XXXX. Nobody at USAA we spoke with could explain what they meant. As a result, USAA reversed the adjustments.
USAA appears to have sustained my XXXX XXXX XXXX disputes, but has never told me that in writing.
On XX/XX/XXXX, my husband spoke to USAA a customer service agent who asked that I put everything down in a letter and send my details to USAA and ask my banker to reverse the debits on my disputed ATM charges, correct its erroneous adjustments and restore my money.
After hearing nothing from USAA, my husband called back in mid-XX/XX/XXXX and was told my case and been closed. USAA had not communicated that to me. My dispute was reopened and sent to a supervisor who agreed to look over it.
On XX/XX/XXXX, my husband received a call from a USAA employee who told me my dispute was closed as the bank had determined I had made the withdraws. He asked the customer service agent to put the determination in writing and the agent said he could not because of USAA 's policy.
On a personal note, between my husband and I, we have been USAA members for over a century. My mom, brother, children, are all USAA members. The two friends I was traveling with are USAA members. We are all USAA members because of its strong customer service. It is inconceivable to me that my account should be debited, with an odd pattern, for money never received, and the bank would not sustain my dispute. I am at a loss and USAA has been unhelpful and uncommunicative. During its investigation USAA did not contact two of the women traveling with me, long-term USAA members. And USAA could never explain my account activity beyond telling me they were denying my dispute.
A family member has suggested to me that the withdraw patterns indicated I may have been a victim of an ATM scam, but USAA has not provided any evidence of that and that would raise an important question : why did the scammers transactions go through when I, the legitimate account holder, was unable to access the money in my account? Put simply, if true, why couldnt I obtain money from the airport ATM in a major city but criminals could obtain money with my stolen or copied card and my PIN? If I were locked out, they should have been as well.
|
| 09/10/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
This complaint was referred from the FDIC on XXXX XX/XX/2018, where I first submitted it. I have heard nothing. This is what I sent to FDIC : USAA Federal Savings Bank, XXXX XXXX, Texas. The account was a 12 year old business account - XXXX, XXXX, a C corporation, who is the account manager for several LLCs. The bank closed my bank account by their records XXXX XX/XX/2018, unknown to me. As has been done for years, office rental funds deposited to the XXXX, XXXX account were transferred to the XXXX XXXX, XXXX account at XXXX XXXX in XXXX XXXX Florida by electronic funds transfer in the amount of {$3700.00}, on XX/XX/2018. We do Internet banking and the funds were shown to be present at XXXX XXXX XXXX and we wrote checks on it ; now, we have generated penalties from bounced checks and there are other checks pending on auto pay that are going to continue and we have no funds to cover - or to live on for that matter ; because five days later, on XXXX XX/XX/2018, USAA Bank confiscated that deposit by what XXXX XXXX documented a deposited item returned. At least one of these bounced checks is to our USAA credit card. Theyre not even willing to discuss forgiving that penalty even though its their fault! Nor are they willing to cover the penalties that have been generated at XXXX XXXX XXXX and other businesses. I was able to chat over two weeks ago with XXXX who was supposed to call me back a week ago last Monday, and he has still not called back to tell me what they were going to do about this problem they created by closing my account and withdrawing my money. He claims a voucher was sent to me ; well, if it was, weve not seen it and probably wont for some time if it was sent by mail to XXXX. And, that voucher is of no value here ; itll take weeks to send it back to the US for the new account established for XXXX, XXXX. Yesterday, I spent over two hours on the phone at my expense from XXXX and was disconnected twice. Some of the people I spoke to today were XXXX, who either hung up on me or was disconnected from a long hold while she researched the issue. Then, XXXX? ( some were reluctant to give their names and when they did it was not clear ), XXXX, and XXXX. The latter was in the banking hierarchy. She finally hung up on me, after assuring me that USAA bank would do nothing to help with the problem they created. She did act like she was filing a complaint at my request but she never shared with me what she put in it. We are yet to find any notice that the bank account was to be closed as they claim we were notified. I just got through checking through their internet notifications ; it is not there. All I find is a statement for our bank account saying it was closed and {$5300.00}, withdrawn to a XXXX balance ; that information was received this week. We have been paperless for several months because of our move to XXXX. It seems amazing to me that a 12-year-old bank account suddenly became unacceptable in their sight. But it occurred after three different occurrences. First I sold my Florida house which was insured by them the end of XXXX of this year, then in my move to XXXX I sold my two cars that were insured with them in early XX/XX/2018. And maybe the move to XXXX involved them with FATCA accounting. I have never dealt with any company that ever treated me in this manner. And this after 48 years as a loyal member. Something as simple as voiding the missing check and depositing the funds to my new bank account would solve the ongoing problems - at least stop the new penalties from the bounced checks. XXXX XXXX XXXX, XXXX. Please be advised that the issues described in this complaint will be shared with the financial institution or company in question for their response.
Addendum : They closed this account with no notice to me on XXXX XXXX by their own records ; they confiscated back money that had been placed in my account and checks have been written on. Were now getting threatening letters from the Florida Department of Revenue and probably {$100.00} worth of penalties at this point for returned checks. So far, theyve refused to do anything to help me with the money that they claim was sent as a voucher but we have not received it.
Please note ; this complaint is not against XXXX XXXX as indicated by the FDIC forward ; it is against USAA bank.
|
| 12/16/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
|
|
I entered into a consumer credit transaction with USAA FEDERAL SAVINGS BANK on XX/XX/2021. USAA FEDERAL SAVINGS BANK is a debt collector pursuant to 15 usc 1692a ( 6 ) and the failed to disclose this upon our initial communication which was I initiated the transaction that they were debt collectors this is a violation of 15 usc 1692e ( 11 ). I later started to receive statements online that said that I the consumer allegedly owed them for this debt. These statements were false and misleading representation. The balances on these accounts were shown in the positive balance, this made me assume that these statements were coupons with refunds of money to me for the credit I extended to them because it is impossible to pay on a positive balance this is also a violation of 15 usc 1692e ( 2 ) ( a ). I exercised my right to rescind this consumer credit transaction on XX/XX/2021. It was delivered to USAA FEDERAL SAVINGS BANK on XX/XX/2021. I exercised this right to rescind by mail pursuant to 15 usc 1635 ( f ) my right to rescind this consumer credit transaction extends to 3 years as a result of the defective Truth In Lending Disclosure statement and the notice was sent a delivered to them within that time. I rescinded this consumer credit transaction for some of the following reasons. USAA FEDERAL SAVINGS BANK willfully and knowing failed to disclose information required under the provisions of 15 us 1601 this is a violation of 15 u c 1611. They also failed to disclose my rights under this contract as the obligor to rescind this consumer credit transaction pursuant to 15 usc 1635a and they have failed to provide me with the appropriate documents required for me to exercise this right. USAA FEDERAL SAVINGS BANK is also in violation of 18 usc 242 they received my notice of rescission and ignored it and has threatened to dispossess me of my property even though I have exercised this right. Usaa failed to abide by federal law and terminate any security interest created under the contract and return any money given to them within 20 days pursuant to 15 usc 1635b. USAA FEDERAL SAVINGS BANK has failed to accept my offer to tender the property at my place of abode with 20 days and now ownership of the property vest in my with no obligation to pay for it and I am not responsible for any charges pursuant to 15 usc 1635b. I, XXXX XXXX XXXX XXXX am notifying you in writing that I refuse to pay this alleged debt, and I am demanding that you cease all forms of communication with me through any and all mediums unless it pertains to my remedy in writing via mail Pursuant to 15 USC 1692c. ( c ) USAA FEDERAL SAVINGS BANK is a financial insinuation pursuant to 15 usc 6827 ( 4 ) ( a ). Pursuant to 15 usc 6821 It shall be a violation of this subchapter for any person to obtain or attempt to obtain, or cause to be disclosed or attempt to cause to be disclosed to any person, customer information of a financial institution relating to another person ( 1 ) by making a false, fictitious, or fraudulent statement or representation to an officer, employee, or agent of a financial institution ; ( 2 ) by making a false, fictitious, or fraudulent statement or representation to a customer of a financial institution; or ( 3 ) by providing any document to an officer, employee, or agent of a financial institution, knowing that the document is forged, counterfeit, lost, or stolen, was fraudulently obtained, or contains a false, fictitious, or fraudulent statement or representation. they violated this chapter by causing my customer information to be disclose to the credit reporting agencies and to any repo companies without my consent which is identify theft. pursuant to 15 usc 6823 Whoever knowingly and intentionally violates, or knowingly and intentionally attempts to violate, section 6821 of this title shall be fined in accordance with title 18 or imprisoned for not more than 5 years, or both. Whoever violates, or attempts to violate, section 6821 of this title while violating another law of the United States or as part of a pattern of any illegal activity involving more than {$100000.00} in a 12-month period shall be fined twice the amount provided in subsection ( b ) ( 3 ) or ( c ) ( 3 ) ( as the case may be ) of section 3571 of title 18, imprisoned for not more than 10 years, or both.
|
| 04/20/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
USAA federal savings bank - account # XXXX is in complete and clear violation of my rights as a consumer and The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. I already informed them by dispute via certified mail sent on XXXX XXXX XXXX that the charged off account they are reporting is completely inaccurate and needs to be removed from my consumer reports immediately. I showed them that their responsibilities as a furnisher of information shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. ( 15 U.S. Code 1681s2 ( a ) ( 1 ) ( a ) And this Charged off account is inaccurate because according to the IRS publication 2022 " The lender must file Form 1099-C and send you a copy if the amount of debt canceled is {$600.00} or more and the lender is a financial institution, credit union XXXX federal government agency, or other applicable entity as discussed earlier in chapter 1. '' So how can this Charged off debt account be reporting on my credit reports as charged off When the IRS considers charged off/ canceled debt as INCOME which why you must file a 1099c. '' Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return unless one of the exceptions or exclusions described later applies. '' " If you receive a Form 1099-C, that means an applicable entity has reported an identifiable event to the IRS regarding a debt you owe. Unless you meet one of the exceptions or exclusions discussed later, this canceled debt is ordinary income and must be reported on the appropriate form discussed above. An applicable entity includes : 1 ) A financial institution, 2 ) A credit union, etc. '' These statements are taken directly from the IRS publication 2022, showing you that you are in fact reporting this account inaccurately on my consumer reports as a charge off debt, when really this is income and you were supposed to send me a 1099C so that this could be filed on a tax return.
I even showed them there are violating my rights to opt out of them reporting this account to the credit reporting agencies pursuant to 15 U.S. Code 6802 ( B ). Which states that I must receive 3 disclosures when doing a credit transaction like a auto loan which 1 of the disclosures allows me to opt out of the reporting of this account to the credit reporting agencies and how exactly I excersise this right to that non disclosure option.I NEVER RECEIVED nor did I SIGN any disclosures for opting out of the reporting of my non public information to a nonaffiliated third party. This is a clear violation of 15 U.S. Code 6802 ( B ) and I am requesting all of my disclosures pursuant to 15 USC 6802 B that you should have conspicuously disclose to me before reporting of my nonpublic personal information to nonaffiliated third parties ( XXXX, XXXX, XXXX ), I am exercising my right to opt out of having my information reported pursuant to 15 USC 6802 B. I'm demanding you to Cease and Desist the reporting of incorrect/inaccurate information immediately and to send me my 1099c so that this income can be filed on my tax return. In conclusion I have shown you and you have been put on notice that you are reporting inaccurate information and obstructing my right to privacy. The information is, in fact, inaccurate.The continued reporting of this inaccurate information is a clear violation of the Law 15 USC 1681 s-2 of your responsibilities as a furnisher of information. You have caused me and my family severe harm due to your negligence and inaccurate reporting. This Is a final opportunity to Cure and DELETE This Erroneous, Inaccurate account from my Consumer reports. I will not hesitate to file litigation for monetary damages for your continuing and willful noncompliance as well as you complete disregard for my consumer rights which you have multiple upon multiple of violations of. I have attached the dispute as well as the image of when they received my dispute via certified mail and it doesnt look like they have planned on responding to my dispute that was received on the XXXX of XXXX.
|
| 08/31/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Servicemember |
|
My auto loan originated in XX/XX/XXXX on a 6-year term. During Covid, I ran into some financial difficulties and USAA agreed to move 6 of my monthly payments to end of my loan by extended my loan term by 6 months. Other than that, I made no additional changes to my loan. My original loan maturity date was XX/XX/XXXX. In XX/XX/XXXX my loan matured, all payments were paid according to the agreement and USAA is stating I still owe them {$3200.00}.
I initially called about this matter on XX/XX/XXXX, During the call I spoke with three different representatives and all of them gave me three different answers as to why I supposedly owe USAA {$3200.00}. The third representative I spoke with agreed to email me a copy of the loan history. I calculated the payments I made to the best of my ability. The documents had different codes, which could be difficult to understand if you dont work for USAA . While calculating my payments from the loan history documents sent to me by the USAA rep ; I noticed on many of the entries the date the payments were posted and the last edited dates were different by about two years. From what it looks like, someone from USAA imputed late fees on my loan in some cases 2 years after the original payment was posted ; most of the entries which occurred during covid.
I called USAA back on XX/XX/XXXX. I requested the total amount I paid in monthly payment so I can verify if the amount I calculated from the loan history documents were the same as what they have in their system. I have spoken with a total of nine representatives at USAA, some claiming to be managers and none of them could give me the information I requested ; which is how much have I paid in monthly payment and give me an itemized breakdown of the bill they sent me for {$3200.00}.
What I found alarming is each of them could tell how much they say I owe but none of them could give a detailed breakdown on why I owe it other than its interest added to the back-end of my loan when the 6 monthly payments were moved during covid. I was told by a USAA rep that when USAA moved the payments to the back-end of my loan, they charged me 6 months in interest which USAA calculated by the day or 180 days of interest. No one disclosed this during the call when I initially spoke with USAA about moving the payments to the back-end of my loan. One rep said it was in a document that was uploaded to my USAA account. My understanding of contract law is that important items like fees and interest must be disclosed during the time of the transaction ; full disclosure. That is also the case with Truth In lending. According to the USAA rep, when the 6 monthly payments were added to the back-end of my loan USAA charged {$190.00} per month in interest charges; totaling approximately {$1200.00} which was added to the total amount owed. My original loan maturity date was XX/XX/XXXX which was extended to XX/XX/XXXX to compensate for the 6 monthly payments USAA moved to back-end of my loan during covid. Each of those payments included principal and interest. So, USAA moved the payments and charged me 6 months in interest which came to approximately {$1200.00} added to back-end of my loan increasing the total amount I owe. In addition, each of the monthly payments I made from XXXX a total of 6 payments consisted of Principal and Interest. These two factors together clearly show that USAA charged me interest twice on the principal amount owed or double interest.
When I expressed the above items to the 9 USAA reps, I have spoken with none of them could give an answer for this. None of them could tell how much I paid in monthly payments. None of them could give me an itemized breakdown of the last bill they sent me ; after, I asked at least 50 times for both items. All of the information I requested is my legal right to know under the Fair Credit Billing Act. To reiterate, what each rep did know is how much they say I owe USAA ; however, none of them could tell me how much I paid in monthly payments other than the complex loan history they sent. Also, none of them would give me an itemized breakdown of the last bill they sent me. I need your help ; USAA is attempting to charge me double interest and erroneous late fees that were added two years after the original payments were posted.
|
| 06/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
USAA XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Subject : Complaint Regarding Refusal of Chargeback for XXXX Transaction Dear USAA, I am writing to express my deep dissatisfaction and frustration with the handling of a fraudulent transaction that occurred on XX/XX/XXXX, involving a charge to XXXX for concert tickets amounting to {$1900.00}. Despite my immediate efforts to stop the purchase by contacting USAA, I was informed that it was too late to prevent the transaction and was advised to file a fraud dispute.
On XX/XX/XXXX, I promptly filed a report with USAA, stating the unauthorized charge and detailing the circumstances surrounding it. However, to my dismay, on XX/XX/XXXX, I received notice from USAA stating that the transaction was not deemed fraudulent. Perceiving this decision as an error, I immediately requested a reassertion.
Regrettably, on XX/XX/XXXX, I received the same outcome from USAA, with the determination that the charge was not fraudulent. Frustrated by the lack of progress, I decided to work directly with XXXX to seek resolution. After engaging in numerous conversations with XXXX, they eventually acknowledged that the transaction was indeed fraudulent and assured me that they were willing to refund the full amount to my USAA account.
To facilitate the refund process, XXXX instructed me to contact USAA and initiate a chargeback. However, despite my repeated attempts to have USAA initiate the chargeback, I was repeatedly refused. I found myself caught in a frustrating loop between XXXX and USAA, both of whom claimed they needed the other party 's agreement to proceed.
In my most recent communication with USAA on XX/XX/XXXX, a representative from your fraud department informed me that they would not initiate a chargeback due to a supposed XXXX policy restriction. However, upon contacting XXXX directly to discuss their chargeback policy, I was informed that while they could not provide individual bank policies, banks are indeed able to initiate more than one chargeback. Because USAA initially requested the chargeback while they investigated on XX/XX/XXXX, they will no longer request a chargeback stating that XXXX wont let them.
To exacerbate my disappointment, I received a call from the CEO 's office at USAA in response to my complaint filed with the Better Business Bureau. The representative informed me that there was nothing that could be done due to XXXX 's policies, effectively closing the door on any potential resolution.
I am deeply dissatisfied with the handling of this matter by USAA. As a loyal customer who has entrusted my financial well-being to your institution, I expect a higher standard of service and a genuine commitment to resolving issues that arise. In this case, I have been met with indifference, contradictory information, and an apparent unwillingness to advocate for my rights as a customer.
I kindly request that USAA reevaluates its decision and takes immediate action to rectify this situation. The evidence clearly supports the fact that the transaction in question was fraudulent, as confirmed by XXXX themselves. I implore USAA to initiate the chargeback process with XXXX so that I may receive the refund that I am rightfully owed.
I believe in the principles of transparency, integrity, and accountability that USAA has built its reputation upon. Therefore, I trust that you will conduct a thorough review of my case and promptly take the necessary steps to address this matter. Failure to do so would seriously undermine my faith in USAA 's commitment to its customers. My husband is a 21 year XXXX XXXX XXXX XXXX and also a war XXXX. USAA prides themselves in commercials in their care and advocacy for military personnel, but it doesn't hold true for actual customers. Please note that in the 30 years I have been a customer, I have never purchased concert tickets, had an account with XXXX, or accessed any other accounts that are similar to these concert tickets.
I request that any fees or charges associated with the fraudulent transaction be reimbursed promptly.
Thank you for your attention to this urgent matter. I hope that we can resolve this issue amicably and restore my faith in this institution. In the meantime, I have sought legal advice and am also filing a complaint with the XXXX.
|
| 10/24/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/18 : Filed a dispute with USAA for services not delivered as agreed for two transactions in the amount of {$1200.00} ( Case # XXXX ) and {$1000.00} ( Case # XXXX ). These transactions were part of an installment agreement for the total purchase price of my certification course, which was required to be completed by XX/XX/2018. I inquired if any documentation was needed. Rep informed me I would receive an e-mail with instructions on how to upload my supporting documentation into the portal.
XX/XX/18 : Uploaded ALL supporting documentation into USAA portal : Contract, Missed appointments, data errors, missed classes due to instructors just not showing up, and the database where all of my findings, journaling, and notes needed to pass my two-levels of certification tests were lost forever leaving me unable to complete or catch up with material prior to the deadlines.
XX/XX/18 : Rec 'd correspondence from USAA on Case # XXXX. Case decisioned in merchant 's favor for the following reason : Time frame to dispute had elapsed. I was notified the of {$1200.00} would be placed back on my account XX/XX/18.
XX/XX/18 : Called USAA for clarification of decision. I was told that no supporting documentation had been provided. I challenged that and was told that the documentation I provided was in another database and was asked to upload docs again. Same day, I also received correspondence from USAA stating they were JUST submitting Case # XXXX ( {$1000.00} ) XX/XX/18 : USAA placed debit of {$1200.00} ( Case # XXXX ) back onto my checking account, leaving not only my account unable to be used due to insufficient funds, but also froze my mother 's active account, that my name appeared on. This caused Mom to be unable to receive her SSI and Disability benefits to pay her bills. This issue was escalated to XXXX XXXX in the Executive resolutions Dept.
XX/XX/18 : USAA re-opened Case # XXXX requesting additional ( SAME ) information I originally sent twice before.
XX/XX/18 : Received correspondence from USAA stating temporary credit being placed back on my account for Case # XXXX in the amount of {$1200.00} and was advised to CLOSE the account with my mother and open a NEW ACCOUNT with just my mother 's name to avoid impact. This was completed.
**Unsure of date, but chronologically correct : Case # XXXX in the amount of {$1200.00} resolved in my favor. Reason : Services not delivered as agreed.
XX/XX/18 : Received notification that Case # XXXX ( {$1000.00} ) was NOT resolved in my favor. Reason : Not sufficient evidence to support dispute. Authorization prior to cancellation. I was advised that the credit would post back to my account XX/XX/18.
XX/XX/18 : Called to dispute decision and escalate my concerns. I believe this is Disparate Treatment, as you can not agree and support one dispute and decline the second for the same reason, same case.
XX/XX/18 : {$1000.00} posted back to my account, freezing all activity AGAIN.
XX/XX/18 : Spoke with XXXX XXXX XXXX in Executive Resolutions Dept. I voiced my concerns and was advised that the decision was made because the dispute was filed differently. I told XXXX that when I called to file the dispute, I only gave the rep the dates and amount of the transactions in dispute and what happened. I can't be held responsible for how the rep input the dispute. I requested he listen to the recording and was told it was too far back to pull the call. My wife works in XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I spent 15 years as a XXXX XXXX XXXX XXXX XXXX XXXX so I know that is NOT TRUE. I told XXXX I felt this was Disparate Treatment. he acted as if he didn't even know what that was! When I told him I would be filing a complaint with the CFPB, he told me to be very accurate, as it would only come back to him, as if he had already made his decision ... .WOW!
Impacts : Currently my account is closed. My wife and I have been banking with USAA for over 15 years. We've even included our family members. It is the only checking account I have ( had ). This is impacting me in numerous ways. My bills are set up to come out of this account and things are being declined left and right. One minute my account is active, the next it is not. mom had to call all of her creditors and SSI and pension due to this inconvenience.
|
| 10/02/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
MY NEW COMPLAINT IS THAT USAA IS CONTINUING THEIR RETALIATORY PRACTICES AND REFUSES TO RELEASE THE BALANCE OF FUNDS HELD IN MY INVESTMENT ACCOUNT.
XX/XX/2018, XXXX XXXX, USAA, HAS REFUSED TO RELEASE FUNDS FROM MY INVESTMENT ACCOUNT. AS DETAILED BELOW, THEIR REPRESENTATIVE CLOSED MY ACCOUNT IN RETALIATION FOR MY INITIAL COMPLAINT FILED WITH YOU, CONSUMER FINANCIAL PROTECTION BUREAU. THE ACCOUNT WAS CLOSED WITH STOCK AND FUNDS STILL IN IT ; THIS CAUSED SEVERE PROBLEMS AND DELAYS IN PROCESSING A TRADE OF THOSE STOCK. THE STOCKS WERE FINALLY SOLD ON XX/XX/2018. INSTEAD OF WIRE TRANSFERRING THE MONEY TO MY CREDIT UNION AS MY WRITTEN INSTRUCTIONS DETAILED, USAA RETAINED THE FUNDS AND PLACED THEM IN A CASH ACCOUNT WITHIN THEIR INSTITUTION. THIS HAS BEEN THEIR STANDARD PROCESS EACH TIME THAT STOCKS WERE SOLD. RECEIVING FUNDS FROM STOCK SALES AT USAA IS SYNONYMOUS TO PULLING AN IMPACTED WISDOM TOOTH!!!!! ONCE THEY HAVE POSSESSION OF YOUR FUNDS AND TRADING ITEMS, THEY ONLY CONDUCT TRANSACTIONS WHEN AND HOW THEY DESIRE ( LOST PAPERWORK, LATE TRADES, IMPROPER FEES AND TAX ASSESSMENTS ) ; BUT, AT THE OWNERS EXPENSE!!!. INSTEAD OF WIRE TRANSFERRING THE MONEY TO ME AS INSTRUCTED, USAA HAS DECIDED TO HOLD THE FUNDS WITHOUT ANY EXPLANATION OF WHY. AS OF XXXX CENTRAL STANDARD TIME, XX/XX/2018, THE FUNDS FROM THE SALE OF MY STOCKS ARE BEING HELD AND I AM BEING TOLD THAT THEY WILL NOTIFY ME OF THEIR INTENTION IN THE NEXT 2 TO 3 BUSINESS DAYS.
To whom it may concern, This letter of response is written so that other service members and consumers do not fall prey to the incompetence of XXXX XXXX XXXX XXXX XXXX. There are a few traders who truly attempt to perform their duties in a manner that benefits the members ; unfortunately, as a whole entity, XXXX XXXX XXXX, XXXX XXXX and the administrative staff are the WORST people I have ever met!!!
USAA 's representatives did send written correspondence to me regarding my complaint ; however, their letter did nothing to directly address or rectify the mishandling of my account. XXXX XXXX, Consumer Advocate for USAA, simply wrote a very unprofessional and retaliatory letter, dated XX/XX/2018, informing me that " XXXX XXXX XXXX had chosen to close my account and would not perform any trades, transfers, or any actions for my stock portfolio. '' I received the letter on Friday, XX/XX/2018, in which I was instructed to direct instructions for transfer of funds associated with the account. The account was listed as closed on XX/XX/2018. XXXX. XXXX 's response only solidified my assessment of XXXX XXXX XXXX ' ineptitude!!!! In order to liquidate my account, the stocks had to be sold!! She was working so hard to be rude, nasty, and uncooperative, she closed the account before I was notified, thus denying me the ability to sell the stock.
I attempted to address her letter the day it was received ; unfortunately, no one from XXXX XXXX XXXX knew how to process her instructions. My local credit union created a transfer request form detailing routing number and account number for deposit of the funds from my USAA account. USAA representatives could not determine if the instructions could be transferred verbally or written -- no two representatives quoted the requirements the same. Thus, I performed both actions multiple times between XX/XX/XXXX and XX/XX/2018 ( 6 facsimiles were successfully transmitted to USAA -- they went unrecorded ; and, I spent more than 3.5 hours on the telephone with representatives ). Still, XX/XX/2018, I was informed that they needed a written copy of my signature. Representatives verified my identity six ( 6 ) times by sending a text message code to my cellular device, they also repeatedly asked me identifying information to validate my identity. How responsible is that they could sell my stock after validating my identity by my voice and text messages ; but, having validated my identity, they will not release my funds to me?? Thus, once again, USAA is holding my investment funds hostage in retaliation for the filing of this complaint! XXXX XXXX XXXX and XXXX XXXX are two of the worst companies I have ever had the opportunity to deal with. I pray this response will assist other consumers and force them to rethink using investment and insurance products offered by USAA!!!!
|
| 03/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
|
From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, State, Zip Code : XXXX NV XXXX Telephone No. : ( XXXX ) XXXX Fed Ex XXXX RECEIPT REQUESTED Date : XXXX To : USAA Address : XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA BANK AND ABOVE- ( ALL ABOVE-NAMED PERSONS -USAA EMPLOYEES ) ARE BEING SERVED FOR SMALL CLAIMS COURT AND CIVIL COURT : XX/XX/2021 ( See Attached Documents ) This letter is a demand for payment in the amount of $ XXXX.and fix my credit from all 3 agencies.
I believe I am owed this amount because of the following facts and circumstances : After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXXyear XXXX XXXX veteran living on XXXX pension. Why would I ruin 40 years of XXXX credit score? After contacting the local police agencies and the FBI they both stated I should of not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firms here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI IC3 Ic3 XXXX The XXXX XXXX XXXX police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit of prove.
I have currently filed in smalls claims court and with my Attorney next will be civil court after all the investigations are completed. I am so upset regarding this matter against me I am going to have an interview with XXXX XXXX XXXX ACTION NEWS In XXXX XXXX on XX/XX/XXXX with their consumer fraud investigation team. After my Attorney reviewed my evidence of my case and my deposition, He agreed to take my case free of charge.
ACCOUNT NAME - ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent.
are hereby informed that you have ten ( 10 ) days from the date of this letter to pay the demanded amount or to make a satisfactory arrangement with me to fully resolve this matter. If you are interested in mediating this matter with me, please contact the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. XXXX is an opportunity for us to craft an agreement with a neutral third party that might keep us out of court. It is confidential, expedited, and free, and you can negotiate agreement details without a judgment being placed on your financial record. My contact information is listed above. In the event this matter is not resolved to my satisfaction, or if I do not receive or accept an invitation to mediate, then I intend to file an action in Small Claims Court and civil court where I will also request that you pay the costs of suit associated with having the matter heard by the court. Please guide yourself accordingly.
Sincerely, Signed : ______________________________ XXXX XXXX XX/XX/2021 XXXX I am asking for 1 simple thing fix my credit and return my {$1800.00}.
|
| 12/14/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
This is my sixth complaint regarding errors and payments not being reported to the credit bureaus with my XXXX XXXX loan. I was sent a response from the fifth complaint stating from USAA now doe not have to show any payments nor money being exchanged towards my XXXX XXXX loan during the entire forbearance period to the credit reporting agencies. In which, I did contact XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX whom I am working with now on a new home after going under contract with a buyer at the beginning of this month. XXXX XXXX XXXX underwriter stated that the payments shown on the report by XXXX XXXX do not reflect the same as on my credit report and need to be corrected. As stated by XXXX XXXX XXXX, their paper trail of payments being made, even regular payments are not being reported nor shown on my credit report. I was told by all three banks that the only time payments do not have to be submitted to the credit bureaus by any bank is if my home was in a hurricane disaster zone. In which, my home was not in a hurricane disaster zone. I have until the end of this month for XXXX and USAA to work together to get my payments corrected and posted to the credit bureaus. I am as well requesting my FICO score be reinstated. I was told by both companies that the only ones that can reinstate my FICO score are the credit bureaus. I was told by all three credit bureaus that only XXXX or USAA can fix the errors and payments not being reported, as well my FICO score. As shown on attachments, clearly you can see where there are not regular mortgage payments being shown, only that my acct is in forbearance. I was told by all three banks, once they started reporting payments as they did for XXXX, XXXX, which ironically has now been deleted by XXXX, all continued regular mortgage payments should also reflect as they do on my payment report by XXXX. All I am now receiving is blame by XXXX towards the credit bureaus for not reporting payments. I also had a phone conference last week with XXXX at XXXX and XXXX a consumer advocate for USAA. XXXX did understand the errors, did state to me he would look into having them corrected on the credit reporting side of XXXX/USAA. I was also told a follow up conference call would be scheduled for this Wednesday, XXXX XXXX, XXXX at XXXX. That day and time came and went, I never received the conference call. I even emailed XXXX the consumer advocate for USAA yesterday evening, twice, and she never returned one phone call. I will not continue to rearrange my work schedule around time promised only to not receive a phone call nor at least a legitimate reason via email. It is extremely unprofessional by USAA consumers advocate, XXXX at their XXXX office. I looked yesterday as attached to now find that XXXX covered up the XXXX XXXX payment that they had previously posted. XXXX XXXX XXXX underwriter does not understand why XXXX is not reporting my payments. They also stated, yes, they can report it in forbearance, but once they started reporting a payment, as they did for XXXX XXXX in the full amount of XXXX. They needed to report the remaining payments. I was told by XXXX XXXX XXXX that it appeared to them that it is an abuse of power issue over the consumer by both XXXX and USAA. I will continue the complaints, now filed as well with the XXXX Attorney Generals office, until my credit reporting has been corrected. I do not understand nor does any other bank, why it is taking several complaints to get this resolved. To them, it is a quick fix and not in the least bit unfeasible to ask of my mortgage loan holder. I only have until the end of this month to have my credit reporting showing payments that are missing resolved. The current buyers of my home were generous enough to give me 30 days to fix this issue. I am running out of time and XXXXUSAA know this very fact. I am also asking the credit bureaus to carefully look into my history of credit reporting by XXXX. You will see, as I have addressed to XXXX and XXXX with XXXX and USAA that XXXX XXXX payment with XXXX was submitted. Now ... ironically the great cover up begins as it disappeared off my report as shown via attachments. I will not stop until this gets resolved. I will seek higher avenues until this gets resolved. Sincerely, XXXX XXXX
|
| 08/18/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
|
|
On XXXX I cashed a check from my business checking account into my USAA personal checking account. I had to pay rent so I withdrew a portion of the available funds.
On XXXX I noticed I did not have access to my account. I called them and asked why I couldn't access my account. I was told they were waiting for my check to clear. I told them my other bank cleared the check on XXXX. The representative attempted to call the number on the check and told me they could not get through to XXXX. Since it was the weekend call back on Monday. Also told me they don't like me to me checks. I told them it was from my business account.
XXXX I called periodically and could not get through, neither could I get through by chat.
XX/XX/XXXX I received an email notification that the hold on my check was lifted. I immediately called to ask why my account was still locked/restricted. I was told the fraud department was deciding whether to return the check. ( even though the hold had been lifted on XXXX ) I told them if they did that wouldn't my account be negative. I was told a frontdesk ticket had be written and to call back on XXXX to hear back from them.
XX/XX/XXXX I called back still nothing. I was told they were waiting on the fraud department. They said something about financial fraud when I told them I wrote the check from my business to my personal ( I felt this was to intimidate me ; or make me admit to illegal wrongdoing ). Another frontdesk ticket was put in and I was told to wait 3 more business days. Told they were waiting on the funds to return XX/XX/XXXX I called back they say it technically hasn't been 3 full business days because it was before XXXX and to call back tomorrow. I was also told to put more money XXXX XXXX XXXX in my account in the hopes that the hold would be lifted. The person I spoke with this day could not understand why my account was restricted if the funds were already available.
XX/XX/XXXX I called back as requested. Got the run around again. I was told they were waiting on the funds to return again. I had heard them say this before and I asked what they meant. I was told the funds had not fully cleared, they suspect the check will return, so they are restricting my account in the event this does occur. And it could be months. Who knows. I told him if my funds had not cleared then why did they lift the hold on the remaining amount of the check. He denied and when I said I have an email with time and date the call disconnected. I called back and the last person I spoke with lied and told me she was unlocking my card.
XX/XX/XXXX I called them again. I am fed up. They have caused my XXXX to skyrocket. They keep saying they are waiting on a check that has cleared to bounce. When I asked to explain they said someone tried to remove the full amount of the check and when I called them out on the lie the phone disconnected. I called back and said I am suing and reporting them to every alphabet agency I can think of and a financial attorney all of a sudden it's oh I see the check is from a business account, if I send in a copy of the check, transaction id, or trace number to clear up the whole issue. They all lied and said the blocked my account because XXXX told them on XXXX I did not have the funds to clear the check. However, I called them out on this lie too and told them XXXX cleared the check XXXX. I specifically remember the girl I was on the phone with that afternoon tell me she couldn't get through to XXXX mostlikely because it was XXXX outside of banking hours. I get the documents from XXXX I call back and they say they need 24-48 hrs to receive the documents I uploaded. They submitted another frontdesk ticket and I have to wait you guessed it 3 more buiness days.
They are lying lying lying trying to cover themselves. However, I have been taking notes of all of my correspondence with them. This is the account I pay my bills from rent, lights, internet, cellphone, etc. everything. I can't pay any off these bills because they are denying me access for no good reason. They have been giving me the runaround all month. Now my tuitiion deadline is looming and I can't pay so I can register for my XXXX semester in college. I don't know how I am going to pay my bills if they keep this up.
|
| 04/16/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, State, Zip Code : XXXX NV XXXX Telephone No. : ( XXXX ) XXXX XXXX XXXX XXXX RECEIPT REQUESTED Date : XXXX To : USAA Address : XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA BANK AND ABOVE- ( ALL ABOVE-NAMED PERSONS -USAA EMPLOYEES ) ARE BEING SERVED FOR SMALL CLAIMS COURT AND CIVIL COURT : XX/XX/2021 ( See Attached Documents ) This letter is a demand for payment in the amount of $ XXXX fix my credit from all 3 agencies.
I believe I am owed this amount because of the following facts and circumstances : After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX Decorated XXXX veteran living on XXXX pension. Why would I ruin 40 years of XXXX XXXX XXXX? After contacting the local police agencies and the FBI they both stated I should of not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firms here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX Metro Police XXXX / FBI XXXX XXXX XXXX The XXXX XXXX XXXX police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit of prove.
I have currently filed in smalls claims court and with my Attorney next will be civil court after all the investigations are completed. I am so upset regarding this matter against me I am going to have an interview with XXXX XXXX XXXX ACTION NEWS In XXXX XXXX on XX/XX/XXXX with their consumer fraud investigation team. After my Attorney reviewed my evidence of my case and my deposition, He agreed to take my case free of charge.
ACCOUNT NAME - ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent.
are hereby informed that you have ten ( 10 ) days from the date of this letter to pay the demanded amount or to make a satisfactory arrangement with me to fully resolve this matter. If you are interested in mediating this matter with me, please contact the Neighborhood Justice Center at ( XXXX ) XXXX. Mediation is an opportunity for us to craft an agreement with a neutral third party that might keep us out of court. It is confidential, expedited, and free, and you can negotiate agreement details without a judgment being placed on your financial record. My contact information is listed above. In the event this matter is not resolved to my satisfaction, or if I do not receive or accept an invitation to mediate, then I intend to file an action in Small Claims Court and civil court where I will also request that you pay the costs of suit associated with having the matter heard by the court. Please guide yourself accordingly.
Sincerely, Signed : XXXX XXXX XXXX XX/XX/2021 XXXX I am asking for 1 simple thing fix my credit and return my {$1800.00}.
|
| 12/11/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
XXXX and USAA began calling me in late XXXX, around maybe XXXX, and advised I was behind on my credit card. I advised them that I wasnt working nor did I have a credit card. When I asked about the information in the file they refused to give me any details. They called multiple times a day and would scream, curse and talk down to me for not paying my debts and every time I told them the account is fraud, they refused to listen or attempt to help me fight it. The account was opened by my mother, which easily explained how someone got all of my information. According to the credit file, I worked for two years doing some kind of loan or bank work. I had only graduated high school in XXXX and went to college a couple months after out of state on a full ride scholarship for track. I ended up losing that scholarship because of it. The XXXX couldnt have that kind of negativity attached to them. {$30000.00} a year to attend XXXX XXXX University in Oklahoma. I tried to tell them that I could prove that these charges were not mine due to not even being in the same place when the transactions happened and they refused to hear me out. I often cried after their calls because they were so rude and aggressive. I didnt know anything about credit at that time. My dad told me this isnt the first time my mother had stolen my identity. The first time occurred when I was three years old. Luckily my dad was able to get rid of that for me. But then I found out that other than XXXX, theres a usaa credit card thats open and delinquent as well. So now I have two companies calling me. Neither willing to help, transfer me to management or other representatives, and caused me to have financial hardship for more than 7 years due to the {$13000.00} in bad debt. I was homeless at one point, another I was making {$1500.00} every two weeks plus monthly bonuses and couldnt get an apartment in a low income community even though I was making decent money for a XXXX yr old. This continued all the way through my XXXX XXXX in XXXX. The only credit Id ever gotten was for my car in XXXX which came at a high interest rate and was only given due to knowing that the XXXX will make sure our debts are taken care of. Even at that time I was still being called and harassed by the card companies. Threatening to garnish my taxes or my checks in order to collect the debt. After being XXXX and XXXX XXXX from the XXXX, my credit score had only recovered from XXXX to XXXX or so. It was XXXX. It still is. That debts dragged me down my entire adult life and has stained my image long before I ever had a chance at life. Being verbally abused and harassed by those companies and going through hardship like that, made me want to die at times because it was so much and no one would help me. My mother ended up filing bankruptcy but never claimed the cards even then. Now here I am a XXXX veteran and I cant even use the housing loan Im entitled to secure housing because of my credit profile. Those credit cards got me rejected from being able to be recruited into the XXXX XXXX, despite my excellent testing scores. The only option I had was the XXXX, and even then I had to speak to someone about the extent of my debt to be able to get through to training. USAA is something that veterans and veterans families because my father is retired military as well. Yet I cant get access to those benefits. Leading me to have to deal with outside companies who took advantage of that and high interest rates, high insurance rates, high deposits for housing, living with strangers because I couldnt get my own apartment and being homeless. This behavior is something no one deserved to have to deal with. My father and siblings were called in attempts to locate me as well. It destroyed my life before I ever had a chance.
The attachments will show I was out of state and couldnt have made those accts. I have also found the information that I believe is what was used to make the fraudulent account and it will also show I didnt have any money or access to the accounts. Someone who has access to {$13000.00} in credit cards wouldnt be asking for money to ship boxes or to live off of. It will also show I didnt have access to important documents like my birth certificate, but my mother did.
|
| 11/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
On the USAA app. I put my screen name and password in again and it denied me access again. So, I tried once more, and still no access. So, I called the number on the message ; The message states " Your account is locked. We're unable to recognize the logon information you provide. Call us at XXXX to unlock your account ''. So, I called the number and the agent told me " that USAA no longer wanted to do business with me ''. At this point I'm confused. The agent said he had no further information. So, I emailed the CEO, to try to find out what was happening with my accounts. The CEO, forward my email to an Advocate to try to resolve the problem. An advocate calls me the next day. She asks me what happen, I told her what happen and what the agent told me about my accounts. I checked my email and from XXXX XXXX, it stated that my Savings Account was in the Negative Balance. I'm like what??? So when the Advocate called me back the next day, I told her what XXXX XXXX had Reported. from USAA. The Advocate stated she never heard of a Savings account being reported to a credit bureau. I said me either. I said half of America would be reported. A few more days past and I never heard from that agent again. A few more days past and I still can not access my accounts. I can not check on my insurance, credit card, vehicle payments and a direct deposit or any other information about my accounts with USAA. No one is giving me any answers. So, if my direct deposit is going to an account where I can not access it, I need to make changes immediately. I called to stop my direct deposit asap. I had to call XXXX to get them to mail me a copy of my auto insurance. How am I suppose to pay my bill with no access to my accounts? My Sanity is at a all-time high. For the next two months, I received 100 's of calls from USAA. In late XX/XX/XXXX, i received a call from USAA about my accounts were past due. I said you ( USAA ) CLOSED my accounts, what do I suppose to do? The agent than says, mail in a Money Order to USAA. I'm like what? Just unlock my accounts so I can pay my bills, she hangs up the phone. So, I went to my local Post Office and got a Money Order, Certified Mail Receipt, on XX/XX/XXXX. A few days later I started getting more calls about paying my bills. I stated to the agent, I can not afford to keep paying for Money Orders, stamps, certified mail, envelopes ; in all the total was $ XXXX {$460.00} ( M.O. ). All the Stress they have been putting me is Overwhelming. My family is also affected by all the calls, morning, noon and night. Even on Weekends. My credit score was in the mid 700 's and now the low 500 's. My payment history was 96 % starting back in XX/XX/XXXX to XX/XX/XXXX.
Now, we have a Pandemic/Covid19 and my job laid us off and had to Close down. More Stress and unknowns. I emailed the New CEO, which took over in XX/XX/XXXX. Basically, the same response, nothing happen nor changed. A advocated did call me and I updated her about the situation and she called in a few days, looking at my auto insurance and not the other issues. i never heard from her again. On XX/XX/XXXX, I went to XXXX to purchase a XXXX Debit Card ( cost {$3.00} ) so I could pay over the phone. Every transaction costs me between $ XXXX {$2.00} per. I have done all I can do but I'm out of options. They have threatened to cancel my car insurance, Repossion of my vehicle. They Ruin my Trust and Credit. USAA should be held accountable for there Actions. I need your HELP. I have been LOCKED OUT of my ACCOUNT for 13 months. No one at USAA is concern about my situation. Their only concerns are gaining money and stepping on a Military Veteran. They turned my account to a Collection Agency.
XXXX Correspondence Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, NY XXXX On XX/XX/XXXX, I mailed a Validation letter to XXXX, Certified mail. I got a reply back on XX/XX/XXXX, They did not validate the debt with me. They send copies from USAA and not aci.I requested signatures and a contract between us. They send old credit card bills from USAA. No signature. This whole situation has affected my health and has put us in a Financial Hardship. My family is also Stressed out. Thank you for your Help.
|
| 10/19/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
In XX/XX/2019, USAA notified me via mail that my checking account was at risk of being closed because they had determined that I had been using the personal checking account for business activity. I immediately called USAA to address the matter. When I reached a representative I was told that the reason for the notice was due to deposits that had been made into the checking account in the name of a business. When I promptly told the employee that I had never received any checks in the name of a business he tried to look for other reasons. The employee then stated that I had made wire transfers and when asked for the reason of the wire transfer, I had replied " inventory purchase. '' According to the employee, this was the reason my checking account was at risk of being closed. However, if I ceased this activity, I was told there would be no issue. Further, the employee said that I could still make wire transfers and when asked for the purpose of the transfer simply state something that is unrelated to anything that could be construed as business.
Further, I wanted to make sure from the employee that my checking account would never be closed without giving me proper notice as such a sudden closure would inevitably cause financial stress and hardship. The employee assured me that USAA would never close my account without notifying me in advance.
I continued using my checking account as directed ( not for business purposes ). Whenever I made wire transfers and was asked for the reason I was always able to provide a reason that was unrelated to business. Further, no money was ever deposited into my account in the name of a business.
On XX/XX/XXXX, I received a check in the mail with the balance of what had been in my checking account and a one line memo on it that stated " close account ending in xxxx. '' The check was dated XX/XX/XXXX. I immediately reached out to USAA for an explanation. They had closed my account on XX/XX/XXXX ( 5 days before I received the check or had any idea that the account had been closed ). There was no advance notification as I had been assured there would be if this event were to ever occur. I was completely panicked as my employer 's check was due to be sent the next day ( XX/XX/XXXX ). Even more worrisome was the fact that my car payment ( along with several other payments that are set-up for automatic withdrawal from my checking account ) had not gone through. Therefore, I was late on payments. Checks that I had written days before the account closure did not go through. XXXX transfers that I had made between XX/XX/XXXX-XX/XX/XXXX did not go through. Even worse, I have credit card bills due that I have no means to pay before the statements close because they were always paid by this one checking account that I had. To sum it up, I was in financial XXXX.
When I requested bank statements from USAA leading up to the account closure in an effort to find out what other automatic payments I had set-up and what checks I wrote did go through, I was initially told I could not have them because I no longer had an account with them. After escalating the matter, I finally got past months statements but not the most important one ( XX/XX/XXXX ). XX/XX/XXXX, the days leading up to the account closure, would be crucial to me knowing what payments did or did not make it through for the financial obligations that I have ( credit cards, checks, auto payments, electric bill, etc ). I was told this statement was not available and will only be available when the full statement cycle ends ( didn't my cycle end when they closed my account? ).
No employee at USAA has been able to provide ANY information on what " business activity '' my account was used for since the notice that I received in XX/XX/XXXX. I have been forced to endure tremendous stress and financial hardship as a result of the checking account being closed without any notice whatsoever. This kind of treatment from a financial institution is troubling to say the least and unlawful from a consumer protection standpoint.
Please note that the account closure notice that I have attached below was not received by me until XX/XX/XXXX ( 8 days past account closure ) after calling USAA several times to obtain it.
|
| 05/29/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Older American, Servicemember |
|
USAA Federal Saving Bank claims to have not received a HELOC payment from a XXXX XXXX on line checking account.
Bank ; XXXX XXXX Amount : XXXX check no. XXXX ref no : XXXX Sent Date : XX/XX/XXXX XX/XX/XXXX ; Bank sent payoff to : USAA Federal Saving Bank XXXX XXXX XXXX XXXX XXXX, TX XXXX ( verification records obtained for this payment, and the previous 3 payments ) A few days before ( can't find my notes ) XX/XX/XXXX ; called USAA ; XXXX Asked for account status ( acct ; XXXX ) Requested status of this payment. It had been roughly 10 days.
Their records showed that they had not received it yet.
I explained to them that it had been at least 10 days, and that I was very concerned.
They blamed the mail.
Well ... hmmm ... ok.
I use configured " Payees '' in my on line backing application in order to pay almost all of my bills. What this mean, is that if you send something to THAT configured " Payee '', then you send another payment to the SAME " Payee '' the following month, it will go TO THEM SAME PLACE.
I have been making payments TO THIS SAME PAYEE, for over 5 years, every month. This well over 60 payments, so, the LOCATION that this payment was sent TO is NOT IN QUESTION. ( In my latest call with USAA, they even admitted this ).
So, I logged into my on line banking, and pulled the records for the last 3 payments to THIS " Payee '' ( this was all I could get without officially requesting records from further back.
Three ( 3 ) was enough.
In each of the previous payment, USAA had marked the checks received in 12 days or less.
It is now going on the XX/XX/XXXX day.
called XX/XX/XXXX ; requesting status. Still they had not received the check.
I am now getting concerned.
I shared my data with the customer service rep, and they have no explanation.
I ask to speak with a manager They put me on hold, after 20 minutes, I hang up.
I decide to wait till after XXXX XXXX, to see if USAA would eventually receive the check.
Oh, by the way, the XXXX payment is now delinquent.
And the only way to make the payment, is with a check.
You can pay the COLLECTION AGENCY with a credit card, but only after the account is delinquent, and they turn it over to the delinquent collections department, which is also an INTERAL USAA group ; { Just more disservice with the managing of this account.
That's just great.
" We here at USAA have not received, your check, so please send us other check. '' Right -- I told them this was not going to happen while there was still a check for over {$38000.00} out there.
Call on XX/XX/XXXX ; Eight ( 8 ) Days later!!
Still they have not received my payment.
Mind you, it has been over 17 days since a check was mailed.
The last 3 were MARKED received, in 12 days or less .... some as fast as 6 days.
AND, well over 60 payments to the same configured " Payee '' had ALL been delivered.
Statistically, is is bordering on being impossible.
Now I am furious. They hand me off to an account specialist or something like that. Her name is XXXX, and she is currently managing " issue '' at USAA.
She " said '' she did an exhaustive search for this check.
She has every one of the above details.
She claims she still has no record of receiving my last payment.
They are still looking, but this is simply inexcusable.
They have received every payment i have sent to this configured " Payee '' for principal+interest+ {$1000.00} for over 60 payments, and not one of them not received.
I send a XXXX payment, and all of a sudden they can not find the check after 17 days of being in the mail!!??!!
I now have ZERO faith, in their internal processes, and ensure I use every resource at my disposal to ensure this, at a minimum, gets recorded/logged in some other official system.
You know, its a shame that I have been nothing but responsible in my relationship with USAA over the last 39+ years.
I have nearly made every Insurance, HELOC and Mortgage payment on time. For the couple that I did not make on time, that was on ME, and the account was NEVER delinquent by the next payment due date.
USAA " used '' to be a company I could.
No longer.
ANY help/guidance would be greatly appreciated.
Attachment : Record of XXXX XXXX payment transaction dated XX/XX/XXXX.
|
| 09/07/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
In XXXX of 2018 I notified USAA Bank I would be traveling to XXXX from XX/XX/2018 to XX/XX/2018. I asked the bank to remove my daily balances of XXXX dollars so I can withdraw a couple thousand dollars to pay for my resort and rental car in cash. XX/XX/2018 my online banking was suspended due to suspicious activity. I tried viewing my accounts online to check my balance and was unable. I called USAA but my connection was horrible. I was able to successfully call them on Monday XX/XX/2018. I was given back online access for about 10 minutes. At which time I realized there was fraudulent activity on my account. The representative wanted to cancel the debit card. I asked her to wait until I looked for the debit card to the fraudulent account because I still had money in there. I also have an additional checking account with USAA and I wanted to transfer my funds from my fraudulent account into my non-fraudulent account so I could have access to my funds in XXXX. During this time I didn't know where either debit card was. I was then restricted from viewing my checking accounts with USAA again. On Tuesday XX/XX/2018. I called USAA back. I found both cards and had them cancel out the debit card which had the fraudulent activity. On Wednesday XX/XX/2018, I received a notice saying USAA was investigating my fraud claim and would receive a temporary credit. 10 minutes later I received a follow up email saying my fraud claim was denied. I called USAA. I was told the claim was denied because I had access to the debit card which the fraudulent activity supposedly happened. On Thursday XX/XX/XXXX, I called again and filed another fraud claim on the same account. I was told that the previous representative processed the claim improperly. I went line by line with the representative and reported the charges which were fraudulent. I called in to check the status the following day and was told the claim was filed improperly. The representative said they needed to remove me off the suspicious list to process my claim. I later found out my account was restricted from XX/XX/XXXX to XX/XX/XXXX because I logged into a computer in XXXX to check the account. They asked was it me. I said yes and they removed the restriction.
( Question, why would USAA restrict my account if I gave them a travel notice? It was due to the restriction I couldn't see the fraudulent activity happening to catch it ). A few days later I received a notice saying I would be issued a credit for XXXX dollars, while the investigate. The credit amount was way over the total of charges I listed as fraud. A few days after the credit USAA cancelled my debit card on my second account. I never called and asked them to that. It was random. I called and asked. I was told unfortunately there's nothing we can do. We apologize. So now I'm in XXXX without any access to my USAA accounts. I couldn't have them mail a new bank card because the hotel I stayed wouldn't allow mail to get to you and XXXX is a Third World Country good luck trying to get mail coming from the states. I finally came home to the U.S. on XX/XX/XXXX. I received a notification that USAA denied my fraud claim again and was debiting the account where the temporary credit was issued. I called USAA and found out my fraud claim was processed wrong again! I went line by line with another representative in XXXX of 2018, over which charges were fraudulent. That was about two weeks ago. I haven't heard anything back in regards to the fraud. I haven't received any new notifications. Meanwhile my account where I reported the fraud activity is in the negative over 4000 dollars. Another issue with this case is when USAA did the investigation on this account, they investigated legitimate fees I paid to other bill collectors. When I filed the claim these bill collectors weren't mentioned as fraud. For example my storage unit XXXX XXXX XXXX was paid for in XXXX of 2018. USAA took the money back from them because I filed the fraud claim which didn't include them. At no time did the claim involve my storage unit. They also took money back from the CASHAPP where I sent money to a family member. Her account was debited XXXX dollars. XXXX was never included in my fraud case. Please assist.
|
| 12/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I was a member with USAA for 4 years, had a 2 checking and 1 savings account that every XXXX of our income was deposited into. My wife was XXXX XXXX XXXX and got robbed leaving work and they got her purse with her wallet, keys and phone in it. she had what she called XXXX brain at the time and kept a little slip of paper in her wallet with all of our important phone numbers, passwords and pin numbers to everything in her wallet, in case she needed one of them, and couldnt remember. all of that was taken during the robbery. we contacted police and got a police report for the incident. The robbery put her into XXXX XXXXr and by the time everything had settled, we finally got our son out of the XXXX, and I sat down to see why our bills had started bouncing back when we had well over XXXX in between all three accounts I obviously had to look into what was going on. That was when we first realized that not only had our account almost been cleared out, but her identity had been stolen. They didnt just stop with our money either, they also applied for credit cards and loans in my wife 's name. USAA was very nice at first and our first fraud claim with them was over {$4000.00}. They are a XXXX liability bank and gave us the permanent credit back fairly quickly. they were supposed to cancel our cards and put stop payments on anything coming through but they didnt do that and our account just kept getting hit over and over. We would call and ask them to try to identify the people doing this because they were using the information gained in the robbery, from her wallet, to transfer money from one account to another and it was like we had absolutely no control over our money but every time they would credit us some of the money back. after they knew about the identity theft they were supposed to protect us but instead of protecting us they did not protect our accounts it was like a free for all. there was money coming up missing left and right and to be honest there have been times when we have actually thought there might have been something going on within the bank itself. 2 months ago we got a letter in the mail that told us they had decided that there had been no error made and they were going to reverse the credits that they had given us. keep in mind that we still had not gotten what we had lost back and the very next day they started taking money out of our accounts, saying that it was because they found no error. all in all they out of nearly XXXX, we have been left with a negative XXXX in our bank and they are now saying that they are utilizing their right to not do business with us anymore. i spoke to a woman named XXXX that was supposed to be over the fraud department and she treated me like i was a child. her very first words on the phone to me were " do you want to tell me the truth, or are you going to lie to me ''. they have started transfering money from one account to another themselves but have totally cut us off, telling us the account is closed for anything but credits. one of the credits was our income tax check for almost XXXX. we have never gotten to see any of it because we have had our online access removed and everything. just last week, we got a letter in the mail saying that they needed our social security numbers and other personal identifying information, but when we called all were told was that the accounts are closed and only accepting credits. even though they have cut us off from any access to the accounts, they have not cut off our email notifications and we have been receiving notifications every day almost, telling us about more and more transactions have been found in our favor, but who and where are they going to? it is not being put towards the amount that they have overdrawn us and A few days ago they told us that they were charging the accounts off onto our credit as a charge off- fraud based. we have had it with them and do not know where to go from here. we have a new baby to take care of and have literally lost everything we had to our names and all of it has been accepted by a XXXX liability facility.
They have now completely shut us out of being able to see any of our documents and have made it impossible to even see an account there.
|
| 01/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2018, a scammer remotely deposited a check in the amount of {$4900.00} into my checking account. The scammer then called USAA by spoofing, or making it appear as though the call originated from my cellphone by using my number. The USAA customer service agent authorized an increase of the withdrawal amount, allowing the individual to take out {$4900.00} from an ATM in Connecticut. Not surprisingly, the check then bounced, leaving me with a negative balance in my account. I did not know any changes had been made to my account, or that anyone was accessing my account, depositing the fraudulent check, or taking money out of my account until I received a phone call from USAA, asking me if I had increased my ATM withdrawal amount. I told the agent I had not, and the agent put me on hold until the line dropped. I immediately called USAA back, and was informed of the transactions. My account was then frozen. I never provided my debit card, card information, or pin number to anyone.
Since then, I have tried to resolve this issue with USAA, however they initially stated that I would be liable because this was first person fraud and that I must have been working with the scammer because they knew enough information to access my account. This is ridiculous, especially since this situation left me and my family without a paycheck during the holidays. They then stated that the charges were authorized, as verified by XXXX XXXX. On XX/XX/2018, XXXX XXXX, a XXXX XXXX XXXX XXXX, and I called XXXX to see what information they had provided. We spoke with one of their agents in the fraud department named XXXX. She stated that the way they confirm authorization is to show that a debit card was used and a pin number was entered. This is not sufficient to conclude that these charges were authorized. I do not believe in good faith USAA can deny its awareness of a scammers ability to upload banking information onto fake debit cards and use them to access ATM machines. If USAAs conclusion that the charge was authorized was drawn from XXXX confirmation, it has not met its statutory burden.
After getting the runaround by a number of USAA customer service agents, on XX/XX/2018, XXXX XXXX and I were able to speak with an USAA fraud agent named XXXX. XXXX explained that the determination to hold me liable was based on a cursory review of the logs that track access to my online bank account. She explained that the access had been going on from an XXXX as far back as XX/XX/2018. Nobody in my family owns an XXXX. From XX/XX/XXXX to XX/XX/XXXX the scammers were accessing the bank account at the same time period that I was accessing the online account. XXXX explained that there was no way that I could have known they were accessing my account as they made no changes to the account. She also confirmed that the IP addresses the scammers used to access my account were different from where I was accessing the online bank account. She stated that in her opinion the determination made by USAAs debit card fraud department was not logical. In addition, she noted that another customer service agent working in USAAs fraud department named XXXX had concluded the same thing as XXXX and had told USAAs debit card fraud department that their determination that the charge was authorized was incorrect. XXXX felt so strongly about this he even called me personally and told me that I should not be held liable for these charges. USAAs fraud department has told me repeatedly that the charges were unauthorized, but for some reason its debit card department continues to deny this and has labeled the transaction as authorized.
XXXX was kind enough to transfer my claim to USAAs financial crimes department for further investigation on XX/XX/2018. I have received no correspondence from USAA in regards to the devolution of my money or to the conclusion of the fraud claim departments determination. USAAs action has caused a lot of pain and suffering for my family. USAAs not only refused to return the money, but also took the money deposited into my USAA account from my next paycheck, and charged me fees due to the negative balance, leaving my wife, toddler children, and myself without a paycheck for nearly a month.
|
| 12/30/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
My father suggested that I open a secured account with USAA to establish credit in XXXX. I opened the account and sent the bank {$250.00} to secure the credit card. I was never informed directly that the bank charged a {$35.00} annual fee for the credit card. I only used it twice. and when I received a XX/XX/XXXX statement, I noticed that I had been charged this {$35.00} fee. I called the bank and asked them to remove the fee, return my security deposit, and make my account unsecured. They told me they couldn't do this. I then told them that I wanted to close the account, and I wanted them to refund my {$250.00} security deposit. They said they would only return my security deposit after I paid the {$35.00} fee. I told them that this was unfair, but they let me know that they didn't care. After much discussion, they agreed to return my security deposit minus the {$35.00} fee. I agreed! Two weeks past by and I did not receive a check for {$210.00} that they agreed to send. I called on the telephone and told them that I did not receive the check. Three days later, I received the check and deposited it in my checking account at XXXX XXXX. Three days after that I received another check for {$210.00}. I called the bank and asked what I should do with this second check. The bank representative told me to tear the check up. I did not tear the check up because I was afraid that if I tore it up, I would have no record of it.
I received an XXXX statement that said I owed the bank {$210.00} plus interested and gave me a minimum payment of {$28.00}. I asked my father to call USAA since he had been a customer of the bank for over 50 years. The employee with whom he spoke said that I should put a stop order on the check. I spoke to him, and he said he would put a stop order on the check and close the account. I thought it was all over.
At this point, we had spent over three hours in the USAA telephone maze and being transferred to four different representatives. Each representative had to verify my father and me before they could talk to either of us. Each one would ask us the same questions as the previous one, and none of them before or after this phone call had any of the information that we had already explained. Each representative only knows what to say in specific circumstances, and none of them know what to do if a customer does not fit into their specific model. No one there is capable of handling problems ; however, we were continually told that it was being handled.
I called the bank and was routed to a representative named XXXX. I asked XXXX for the name and address of the CEO of the bank. At first, she said that she did not know. After much discussion, she put me on a 20-minute hold and returned with an answer. She said his name was XXXX XXXX ( She spelled it for me ), She said that Mr. XXXX would not ever see the letter, but it would be read by someone in the dispute resolution department.
A week later I received another check from USAA for {$210.00} In XXXX, I received a statement that said I owed the bank {$230.00}, which included a {$15.00} late fee.
On XX/XX/XXXX, I reached XXXX after a 15-minute telephone maze. Somehow XXXX got my account mixed up with my sister XXXX 's account, and I could not convince her that I wasn't XXXX. She transferred me to XXXX # XXXX, who transferred me to XXXX ID # XXXX. XXXX put me in contact with XXXX XXXX ID # XXXX ext. XXXX who claims to work for the office of the CEO. I asked him to talk to my father and after a half-hour of deliberation and verification, XXXX told my father to deposit the check in my XXXX 's XXXX account and send USAA credit card Department my check for {$210.00}.
I did as I was told, and I just received a statement on XX/XX/XXXX, saying that I owe the bank {$240.00}.
Of course, I called the bank, went through the telephone maze, and three different representatives that had no idea of what I wanted and was finally told that I had to speak to XXXX XXXX on XX/XX/XXXX. Here it is XX/XX/XXXX. XXXX hasn't called me yet. I called him on the phone at his extension - XXXX and left a message because I don't think he answers the phone. I left a message. He hasn't called back, and I don't expect that he will.
|
| 10/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I have discussed this issue at length with USAA. I was told on XXXX XXXX that they would review the closure of my account and that I would hear a decision within 3-5 business days - but today is business day 10 with no word from USAA, and my account is scheduled to be closed tomorrow, so I do n't know what else to do other than to file a CFPB complaint and hope that that compels USAA to do the right thing.
The story : I have had a checking and savings account with USAA for about 1.5 years. In addition to using it for my direct deposits, I also used the checking account for credit card rewards churning. Put very briefly, this means that I bought XXXX gift cards with my credit card ( to earn the rewards points ), used the XXXX gift cards to purchase money orders, deposited the money orders in my USAA checking account, and then paid off the credit card bill with my USAA checking account - this process generates credit card rewards.
Shortly after opening my account, I got a call from USAA ( from XXXX, phone number XXXX ) to verify that the activity on the account was legitimate. I explained the process in detail to XXXX, and she said that it was not a problem to use the account in this way. So, I continued to do so for 1.5 years without any issue.
Then, on the evening of XXXX XXXX, I received a voicemail from XXXX asking me to call her about my USAA account. I did that on XXXX XXXX, and she said that USAA had changed their policy on using their accounts for credit card rewards churning and asked me to stop. She explicitly said my accounts would be fine as long as I stopped using them for credit card rewards churning. I responded that that was no problem, and that I would stop using my accounts for credit card rewards churning immediately, and I did so - USAA can verify that there were no more money order deposits in my account after XXXX XXXX.
I then left the country for a couple weeks on vacation. When I returned, I was extremely surprised to find a letter waiting for me ( dated XXXX XXXX, and attached to this complaint ) stating that my USAA accounts would be closed on XXXX XXXX, since XXXX had specifically told me that would n't happen.
I immediately called USAA ( on XXXX XXXX ) and talked to a banking supervisor ( I did not think to write down her name ) and explained all of the above to her and asked her to submit the closure of my accounts for review to have the closure overturned, seeing as how I only ever used the account in ways that USAA explicitly said was allowed, and that I complied with USAA 's requests in regards to how to use the account. The supervisor said she would submit the request and that I should hear back ( via mail ) in 3-5 business days as to the results of the request.
I was further shocked when, on Monday, XXXX XXXX ( perhaps earlier, but Monday was the first time I noticed it ) when I logged into my USAA account and found the funds in my accounts frozen. This caused me further problems because I had payments scheduled to be paid out of the account that week ( that could n't be stopped - I called my credit card companies to ask them to stop the payments, but the payments had already been batched out ), but those payments were denied due to the account being frozen. I called USAA on XXXX XXXX to ask if my funds could be unfrozen ( the answer was no ), since the letter I received about the account closure only says that my accounts would be closed on XXXX XXXX - the letter says nothing about the funds in my account being frozen for two weeks prior to the account closure, which has now caused me significant cash flow problems. Though the supervisor I spoke to on XXXX XXXX ( I did n't write down her name either ) was apologetic and said she 'd take my concerns to management, she said there was nothing she could do at this point, and that I would just have to wait for the results of the account review.
I have tried to be patient and wait for the account review and survive without access to my frozen funds, but seeing as how it has now been 10 business days ( instead of 3-5 as promised ) and USAA still has not contacted me, I do n't know what to do other than file a CFPB complaint to try to get this situation resolved.
|
| 09/01/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
|
|
USAA discriminated against me as a homemaker, and ruined my excellent credit in one day, by deceiving me and sweet talking me into applying not once, but twice for a small used car loan!
I am a XXXX year old homemaker, mom and grandma. I have excellent credit. I have been married for years. My husband and I own our home. We have a good, solid income with little debt.
I thought I could trust USAA, as our cars are insured through them. We've been customers with them for years.
USAA kept information from me concerning " verifiable income '' for the small car loan I was applying for.
You see, because I am a woman and a homemaker, I was discriminated against, when it came to getting approved for a car loan, because my income comes through my husband 's job. USAA treats me as if MY job as a homemaker means nothing. I had to research this information on my own, after being denied twice for the small car loan, as USAA didn't give me any indication during the loan process, that my " homemaker '' status may hurt me when applying for their loan.
In other words, USAA thinks my husband 's income is HIS money and NOT MINE. How much more sexist and biased can this get?
Because of USAA 's discrimination against me as a homemaker and failure to tell me about possible issues with " verifiable income, '' I now have two hard inquiries and two denials for a car loan on my credit report. I'll be lucky if I can get credit for a grilled cheese sandwich now.
I researched and found out hard inquiries stay on your credit report for TWO YEARS! My good credit is shot.
I currently have a small car loan with USAA that's almost paid off. All payments have been made on time. I pay ALL my bills on time.
USAA seemed very eager to take my loan information. They made me feel confident I'd be approved, NO problem.
I was trying to buy my daughter a nice used SUV, as she recently had a baby.
The employees at USAA made the loan process sound quick and easy. They told me " they could take my personal information and application over the phone. '' I found out later, from my own research, I could have done the entire loan process online, without sharing my highly personal information with a USAA employee who was working from her home computer.
USAA never told me I could do the entire loan process online.
Not once did any USAA employee tell me about any possible issues that may arise in getting a small car loan, because I am a homemaker. I got conned.
I've been sick to my stomach all day. I couldn't sleep last night. All I could think of is that I am XXXX year old woman and my credit is now shot, thanks to the slick job USAA perpetrated against me.
Why is it, I am treated by USAA as if MY life is not valuable? Why does my excellent credit mean nothing to USAA? My husband 's income and money is MY money too. Why does USAA discriminate against a homemaker like me?
After denying my small used car loan not once, but twice, I was contacted by a man named XXXX. XXXX called himself a supervisor/ manager in the USAA loan department XXXX
Here 's the kicker. I asked XXXX, the loan department manager at USAA, if he knew how long " hard inquiries '' lasted on a credit report? He told me he had NO idea how long a hard inquiry lasted on a credit report. I had to educate XXXX how long hard inquiries affect a person 's credit. XXXX didn't seem to care.
Why on earth would USAA hire a guy like XXXX to head up their car loan/ credit department , with such little knowledge of simple credit terminology such as " hard inquiries '' and how loans work?
XXXX 's lacking loan knowledge, coupled with the other USAA employees lacking loan and credit knowledge, only added to my credit being destroyed.
If USAA thinks for one minute I'd intentionally ruin my good credit by applying for a car loan twice in one day, once as a cosigner with my daughter and then again on my own, just so I could be DENIED both times, they've got rocks in their heads.
I think my loan should have been approved. There is NO WAY I should have been denied this small car loan. And, it's almost criminal how USAA shredded my credit in a single day and now refuse to do anything to remove the two hard inquiries from my credit report.
|
| 11/25/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
I ADDED COUPLE OF AUTHORIZED USERS TO MY CREDIT CARD IN THE HOPE OF HELPING FAMILY & FRIENDS TO BUILD THEIR CREDIT WHICH IS COMPLETELY LEGAL UNDER THE CONSUMER LENDING LAW. IT IS STATED IN THE FDIC LAW SECTION 226.12 STATES Persons to whom cards may be issued. A card issuer may issue a credit card to the person who requests it, and to anyone else for whom that person requests a card and who will be an authorized user on the requester 's account. In other words, cards may be sent to consumer A on A 's request, and also ( on A 's request ) to consumers B and C, who will be authorized users on A 's account.I received a call from the USAA financial dispute department stating that i am being investigated for what? idk, she claims i have a lot of people added on my account and all these people are only authorize users just helping my friends and family to give them a little credit boast which all credit card company promote. I have researched and read through a lot of book to find any credit act stating adding authorized user is not allowed. I have been a customer for over 5 years and i have maintain a great financial history, never missed a payment and 100 payment history with USAA. My checking account is been frozen and i am getting a bill from USAA for the past 2 months for over 5 loans and credit card that i have with them not considering the fact that my funds are held my them. I need all my funds released and all my account reinstated cause USAA are violation of my consumer right. EC. 101. PROTECTION OF CREDIT CARDHOLDERS. ( a ) ADVANCE NOTICE OF RATE INCREASE AND OTHER CHANGES REQUIRED. ( 1 ) AMENDMENT TO TILA.Section 127 of the Truth in Lending Act ( 15 U.S.C. 1637 ) is amended by adding at the end the following : ( i ) ADVANCE NOTICE OF RATE INCREASE AND OTHER CHANGES REQUIRED. ( 1 ) ADVANCE NOTICE OF INCREASE IN INTEREST RATE REQUIRED.In the case of any credit card account under an open end consumer credit plan, a creditor shall provide a written notice of an increase in an annual percentage rate ( except in the case of an increase described in paragraph ( 1 ), ( 2 ), or ( 3 ) of section 171 ( b ) ) not later than 45 days prior to the effective date of the increase. ( 2 ) ADVANCE NOTICE OF OTHER SIGNIFICANT CHANGES REQUIRED.In the case of any credit card account under an open end consumer credit plan, a creditor shall provide a written notice of any significant change, as determined by rule of the Board, in the terms ( including an increase in any fee or finance charge, other than as provided in paragraph ( 1 ) ) of the cardholder agreement between the creditor and the obligor, not later than 45 days prior to the effective date of the change. ( 3 ) NOTICE OF RIGHT TO CANCEL.Each notice required by paragraph ( 1 ) or ( 2 ) shall be made in a clear and conspicuous manner, and shall contain a brief statement of the right of the obligor to cancel the account pursuant to rules established by the Board before the effective date of the subject rate increase or other change. ( 4 ) RULE OF CONSTRUCTION.Closure or cancellation of an account by the obligor shall not constitute a default under Deadline. Deadline. 15 USC 1602 note. 15 USC 1602 note. VerDate Nov 24 2008 19:26 Jun 01, 2009 Jkt 079139 PO 00024 Frm 00003 Fmt 6580 Sfmt 6581 E : PUBLAWPUBL024.111 PUBL024 kgrant on POHRRP4G1 with PUBLIC LAW 123 STAT. 1736 PUBLIC LAW 11124MAY 22, 2009 an existing cardholder agreement, and shall not trigger an obligation to immediately repay the obligation in full or through a method that is less beneficial to the obligor than one of the methods described in section 171 ( c ) ( 2 ), or the imposition of any other penalty or fee. my credit card were cancelled without notice and my bank accounts were also frozen without notice. My online access was restricted and keeping up with all my loans and bills with USAA is been tremendously difficult has i have other accounts and business account to deal with. I need proof stating i am in violation of my credit card usage and i am open to escalating even if it requires going to court. I have contacted my attorney and if this matter is not resolved 10 business days we will be pressing charges for consumer right violation.
|
| 06/24/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
Around XXXX EST on XX/XX/XXXX I received a phone call. The caller id said USAA Savings Bank. When I answered the call the caller ( male ) asked if they were speaking to XXXX XXXX. I responded yes this is her. They informed me that they were calling from the fraud department to inquire about potential fraudulent activity on my account. The caller then asked if I was traveling in California which I responded with no. I informed them I had recently been in California over XXXX XXXX weekend. The caller then stated they would go over the charges and asked me to confirm if I had made the purchases. The first was a charge at XXXX for around XXXX and the second was at XXXX for around XXXX. I said I only used my card at a XXXX and not in XXXX XXXX and those purchases were not made by me. The caller informed me these charges would be disputed and my account would not be debited. Then the caller asked me if I had received any alerts from the wire Dept. I responded that I had not received any alerts. The caller stated that there was an attempt made to transfer {$10000.00} out of my account to a XXXX XXXX. I responded that I had never made a wire transfer and did not know anyone named XXXX. The caller then asked if I agreed to an investigation into the fraudulent activity and would I like to press criminal charges. I stated that I did agree and would like criminal charges against the fraudster. The caller then said they would need to review my account to see why I was not receiving alerts for wire transfers. After supposedly reviewing my account and setting up alerts the caller said that we would need to test the alert system to ensure it was working properly, and instructed me to send a decoy wire transfer they gave me the information to put in, then under special instructions provided me an investigation number to enter with decoy wire transfer in parentheses ( the caller stated that this would alert the wire department to not send the transfer ) once I hit send I received an alert, the caller said that we had set up the alerts properly and I can disregard the alert as it will not go through. The caller then informed me that scammers tend to access bank information through XXXX and XXXX due to data breaches and they had been working for USAA since XXXX and seen these types of fraudulent activity many times. They recommended I change all my passwords including USAA and then said they would be canceling my compromised debit card and sending me a new one to my address ( which the caller knew ). I thanked the called for helping me, and the call ended. 20 min after the call ended I received a second alert stating the wire transfer had been completed, which confused me. I called USAA immediately and they informed me that it was not them calling and that I had been a victim of a scam. The lady said she would need to make a fraud report and see what they can do to help me. She kept me on the phone for over an hour and then disconnected the call informing me the only course of action available to help me was to request a wire recall from the wire Dept and gave me a number to call. When I called they were closed and would not be open until Monday morning. I called Monday morning at XXXX and the wire Dept sent the first wire recall. The lady informed me that the fraud department should reach out to me with updates. It was several days and I did not hear anything back so on Friday I reached out to the wire dept/fraud department and was told that it was up to the recipient to give the money back and all they could do was send another wire recall. I was told to go to my local authorities to file a police report in hopes that the police could help me get my money back from the bad guys. I went to the Sheriffs Dept and filed a report. The next day I spoke with the wire dept/fraud dept again. I was told similar things and that the fraud dept would reopen my fraud review and was given the account information of the recipient and told to call XXXX bank if I needed additional assistance. XXXX informed me they could only communicate about this matter with an investigator from my bank or the police. That is where I am at with everything since the event occurred.
|
| 10/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/2018 I was in discussion with a merchant XXXX XXXX XXXX XXXX regarding the possibility of hiring them for work. The CEO of XXXX XXXX XXXX XXXX, named XXXX XXXX, offered to me in writing a risk-free guarantee. He offered to do 90 hours of work free in an effort to win my long term business and if I was not satisfied with the work, I would not have to pay. Period.
On XX/XX/2018 XXXX XXXX illegally and without my prior authorization used my credit card details to charge my card for the amount of {$1500.00} XXXX admits to this in writing. He claims that his payment processor " XXXX '' used my card details to charge my card immediately when he generated the invoice and sent it to me. This is a patent lie as XXXX himself used my credit card details and charged my card unbeknowst to me.
On the night of XX/XX/2018 I noticed the charge and opened up a Fraud case with USAA Banking over the unauthorized charge.
Throughout the end of XXXX and the beginning of XXXX I maintained communication with the merchant in attempts to resolve the dispute I had with him regarding the nature of the work. XXXX XXXX, XXXX in fact never provided me ANY work -- which would have consisted of computer code. All I received was a 2 page write-up that included numerous errors which I brought up to the merchant. Furthermore the company was charging me for 90 hours of work when it was clear that only a few hours of work had been done. I brought up my displeasure with the work many times which was never resolved to my satisfaction. In short I was not satisfied with the work and I was waiting for my bank to reverse the unauthorized charge. I tried to negotiate a settlement with the company but was waiting for the money to be back in my account before I made any payment. I told this to the merchant as well.
I found out later that the merchant went behind my back to my bank in order to convince them that I had authorized the charge. He used details of the conversations he and I had in order to convince USAA that no fraud had been committed. However he sent in a screenshot of a communication he and I were having in which he admits in writing that he charged my card without my authorization.
On XX/XX/2018, I received a letter from USAA that they had concluded their fraud investigation and as a result of their conclusion they had concluded that it was not indeed " Fraud '' because I knew the merchant and therefore it wasn't technically fraud. In the documents they sent over to justify this adjudication, USAA included the document which shows in writing the confession by the merchant himself that he charged my card without my authorization.
On the same day XX/XX/2018, I opened the case as a dispute with USAA dispute department because this is what I was told to do by both the fraud people at USAA sinec I technically knew the merchant and therefore it wasn't fraud.
On XX/XX/2018 without even considering my case, USAA dispute department sent me a letter indicating that an error did not occur because fraud had already done an investigation. In other words, USAA dispute department never even bothered to research it as a dispute nor did they even reach out to me at any point to get my details.
Additionally over this time, I sent numerous emails and made numerous phone calls to USAA regarding the particulars of this case. I requested on no less than 4 occasions a call back from a member of the fraud team and the dispute team. Each time I was told I would receive a call back but I never did. I was given false promises every single time. I have attached a copy of the full case as I sent it to USAA.
On XX/XX/2018 I sent a demand letter for refund to XXXX XXXX XXXX XXXX. I have attached a copy of the demand letter sent to XXXX XXXX XXXX XXXX.
On XX/XX/2018 USAA reversed the temporary credit they had issued to my account without ever talking to me or responding to my numerous emails with written proof that the charge was done without my authorization and that the merchant anyway had offered me the work without any conditions other than I would have to be satisfied. In other words the company XXXX XXXX XXXX XXXX basically stole my money and USAA did nothing.
|
| 07/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/, I received a notification from my bank ( USAA ) that my profile had been changed. I immediately looked in my account and say that my profile was updated to XXXX. My spouse of XXXX XXXX had XXXX XXXX XXXX XXXX on the evening of XX/XX/XXXX. I was unaware and still have no idea how USAA received notification because I am the only spouse and we have XXXX children XXXX of which are adults. About 15 minutes after that profile changed I was contacted by USAA on my cell phone by a female stating she was from survivors ' benefits asking if it was a good time to talk. I said No, so she gave me a phone number of XXXX to call them. On Saturday, XX/XX/XXXX my joint card was declined at the post office. I used another form of payment and thought my card has been cancelled. When I returned to my car I pulled up the USAA app and saw a reversal " XXXX XXXX in the amount of {$1700.00} '' leaving an available balance of {$36.00} in my joint account with last four XXXX. I looked in my other joint account and saw " XXXX XXXX XXXX XXXX {$1400.00} '' leaving an available balance of {$420.00} in account with the last four XXXX. Both of these transactions were dated Friday, XXXX XXXX XXXX I thought to myself XXXX must have been notified of the Veteran 's XXXX but I wonder why they didn't mail me out any information to complete for the survivor 's benefits. Then today, XXXX XXXX XXXX I noticed in my joint account ( XXXX ) that there was another reversal of {$2300.00} leaving a negative balance of $ XXXX. Then in my XXXX XXXX account ending in XXXX there was a reversal labeled SSA Tres Reversal {$590.00} leaving a negative balance of over {$150.00}.
I contacted XXXX XXXX XXXX this morning at XXXX and spoke to someone named XXXX about filing a claim for my husband 's pension. I made a comment about them being aware of my spouse 's XXXX because of the reversal payment of {$1700.00}, to which he responded that this was the first time they received notice and it may have been the BANK who reversed the charge. He provided me with a form number so I could make a claim for the prorated amount to be returned, but in their records they had not made a claim against the amount to be returned to them. Of his retirement pension that totaled {$2300.00} approx {$310.00} would not be entitled to me. My husband 's main pension was deposited to XXXX XXXX in the amount of {$500.00} the two USAA accounts were allotment accounts that received the {$1700.00} to the joint acct and {$100.00} to his single account. I don't know at this point if the {$100.00} was reversed by USAA to the XXXX. I contacted USAA at XXXX and spoke to XXXX XXXX who could not provide information about the reversal says that I needed to submit a XXXX XXXX by the link he sent to me because they have governing laws and need a copy of the XXXX XXXX. Next I contacted the XXXX regarding his XXXX benefits in the amount of {$1400.00} at XXXX where I was then informed that again there was no request made for the reversal, however after filing the claim I would be entitled to that payment and ANY overage would be notified to me by the XXXX to my husband 's estate. LASTLY, I contacted the SSA about the reversal and AGAIN I was informed their agency had not initiated a reversal and the amount of my husband 's XXXX check would now be divided between the XXXX minor children, but their benefits should not have been reversed. That reversal from the bank will NOW go through their payment central and any underpayment to his dependents would then be returned to them.
I called USAA back and was informed by agent XXXX in survivor benefits department that no recalls were received. Meaning no agency requested the funds be returned. It appeared in the system that the bank initiated the returns. XXXX XXXX XXXXXXXXXXXX XXXX XXXX once the account has been credited the money belongs to me the joint account holder. I was advised that the bank received notification of the XXXX by running all members social security numbers weekly. They have asked for the XXXX XXXX but I refuse to send it. Why? They have been changing profiles and withdrawing money so why not keep doing as they have without a XXXX XXXX
|
| 10/24/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
The USAA accounts below should be XXXX balance. I have received the XXXX on these accounts. They are also 7 years old.
USAA FEDERAL SAVINGS B XXXX Installment Negative XX/XX/XXXX USAA FEDERAL SAVINGS B XXXX XXXX XXXX {$1000.00} {$1500.00} 70 % Revolving Negative XX/XX/XXXX The inquires below are not mines and I have requested they be removed in the past.
You have 35 Inquiries Inquirer Name Inquiry Date Removal Date Business Type Contact Information XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Automobile Dealers, Used XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Automobile Dealers, Used XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX , AZ XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX NA XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX , VA XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX ( XXXX ) XXXX XXXX CARD XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, DE XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX, CA XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Auto Reseller XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX BYMAILONLY XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ( XXXX ) XXXX XXXX XXXX XXXX/XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/WXXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Auto Financing Companies XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX ( XXXX ) XXXX XXXX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX XXXX/XXXX XX/XX/XXXX XX/XX/XXXX Credit Unions XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XX/XX/XXXX Tenant Screeners ( Reseller ) XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Finance Companies - non specific XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Bank Credit Cards XXXX XXXX XXXX XXXX, NJ XXXX ( BY ) -MAIL
|
| 01/02/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
Hello, i having some dificulties to close the account # XXXX with USAA since XX/XX/2023. This account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness ( she was a XXXX patient ). She passed away on XX/XX/2023, and i report this information to the Social Security Adm that very same day. I wasnt aware of the procedures since is my first time dealing with the loss of a direct family member. On XX/XX/2023, I spoke with the Survivors Relations Team and i was quite clear that i want to close the account cause all the money received or take out from it was my mother 's VA pensions and bills. I explain that this account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness. I also ask if there was a way to put a stop for all the ACH and debits that my mother has, since no more funds will be receive on that account and i dosent have the information to all the merchants she may has.They request de death certificate which i uploded through the app. I was told that they will call me back to continue working with the closing, buy never received such call. On XX/XX/2023, I start receiving notifications that the account was overdraft, since several ACH from my mother bills were posted. I call then back to verify this since i was quite clear when i requested to put an stop payment for any transaction on that account. The response they gave me was that the account was mine, that is only under my name and that i have to cover the overdraft amount. I try to explain in several occations and calls that i havent expent that money cause the bills and ACHs wasnt mine. On XX/XX/2023, i spent more than 4 hours on the telephone back and foward through every department asking for help and receiving the same feedback. They check some information, put me on hold, come back and told me that they understand my situation, that i was right, they gon na transfer me to another department to see what they can do. Lastly, one of the collection representative told me that I have to pay the overdraft cause the account will be charge off in XXXX XXXXXXXX XXXX, which would affect my credit score. History long short, I payed back the amount of {$4100.00} in money that I havent spent, just to protect and avoid mY credit score being affected by this. The first check sent was reverse cause I forgot to write the amount in letters. The second check was sent on XX/XX/2023 and the amount on hold was finally posted today. I check the app to see if the money was posted to call customer service and crequest to close the account but, for my surprise, theaccount was overdraft for {$56.00} for an XXXX pending ACH. I call then today to see why there is an ACH pending since the account was supposed to have an stop for all transactions and to finally close the account. I inform the representative that was pretty weird that the transaction went through since the account has no funds and no ACHs was charged since mid XXXX. But apparently, they never put the stops requested before. The representative went through all the merchants and ACH with me and put the stop in every merchant. Also, we spoke about a dispute for a transaction of {$1000.00} regarding a vacation club that was charged after my mother died, which I mention like a month ago. I request to continue with the dispute, but then she told me that it going to take 45 to 90 days to received the response. I told her to cancel the dispute cause I dont want to wait that long giving the opportunity or risking that merchants that my mother may still have which I dont know about, continue charging the account and creating overdrafts since the Bank cant guarantee or secure that thats not going to happen again. I willing to pay back the {$56.00} charged today just to cover the overdraft and close the account. But the representive told me that the account can be closed until all disputes are resolved. I just want this account close no matter the disputes it may has. I payed {$4000.00} in money that I havent spent or used. That should be enough reason to be let alone and receive some peace of mind.
|
| 09/15/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I was contacted by XXXX XXXX ( XXXX ), an XXXX job search employee, stating a new opening had become available for XXXX XXXX XXXX. I told her I was interested and she instructed me to contact XXXX XXXX on XXXX XXXX, an encrypted communication app. I got in touch with XXXX XXXX, who claimed to be XXXX hiring manager, completed an interview, was told that I was hired, and told to fill out paperwork, which all seemed normal to any other job I had applied for as a work-from-home position. I filled out a W4, NDA, Employment Agreement and a XXXX Welcome Letter ( received by XXXX ). I was then connected with HR lead XXXX XXXX via email ( XXXX ) who stated XXXX would be paying for my work equipment. They sent me three checks via email totaling {$17000.00}, instructed that I deposit them and send them to their vendors in order to pay for work equipment ( XXXX, time clock, desk, scanner, printer, copier, barcode scanner, etc. ). I was told to make five wire transfers out ( two XXXX transfers and three wire transfers- one to XXXX XXXX and two to XXXX XXXX ). On XX/XX/2021, at XXXX USAA picked up the last wire transfer for {$8500.00}, returned the transfer, so I was still delinquent and apparently liable for {$9400.00}. After this I had stopped communication with XXXX XXXX and I received a call from the scammers from XXXX, I did not answer and the left a message stating to call back XXXX. They told me they would be freezing my accounts and trying to retrieve the two XXXX XXXX ( which they said would take less than 24 hours ) and the two remaining wire transfers ( which they said would take about a week ). Then they told me, on XX/XX/2021, at XXXX, that if I wanted access to my account that I had to pay off the delinquent balance that I was scammed out of " even though this is not my fault and hundreds of people this quarter alone have had this same thing happen to them ''. So, I did pay off the {$9400.00} in order to have access to my VA XXXX payments and remaining {$5000.00} to pay bills. I called after trying to access my left-over funds, I called USAA on XX/XX/2021, at XXXX, asking why my bills were rejected and for an update to my issue, which they previously said I would be kept up to date on, and they said they were going to close my accounts and keep my funds, both that paid off the scam and the remainder in my account and that I am not allowed access to any of these funds. I have been with USAA for 10 years, always paid early, always held a positive balance, and never had a complaint against me, and now I'm refused service, access to my own money, and treated like a criminal, while USAA says " too bad you can't pay your bills that's not our problem ''. I asked them what I'm supposed to do that they won't allow me to pay my bills, and they said if I keep pressing, they will take me to court for " gross negligence ''. I feel incredibly threatened by the company that is supposed to have my interest, I have worked openly with them, and they, themselves, have said this is not my fault, but their actions are aggressive, threatening and life-ruining. So now I'm using credit, cancelling utilities, and out the remainder of my savings AND I was informed that they would no longer be trying to retrieve those wire transfers to XXXX XXXX and XXXX XXXX because I had already paid off the delinquent balance. This is all being handled poorly and I feel that USAA is scamming scam-victims, especially after they confessed to this happening to hundreds of other customers this quarter alone. All I want is my {$5000.00} remaining funds, and an ATTEMPT to recoup the wire transfers to XXXX XXXX and XXXX XXXX and hopefully make all or some of that {$9400.00} delinquent payment back. USAA has disabled my ability to email them, and the only communication my account is enabled for is phone call, though they never send me to the correct department, then when I ask to be elevated, they disconnect the phone, call back but only allow one ring, and by the time I answer, they've hung up again. I'm getting the run-around and no straight answers or updates, and it's clear that I do not matter to them.
|
| 06/12/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Hello. My name is XXXX XXXX. I am paid VA XXXX XXXX every month and this was being deposited into a USAA FSB account until very recently.
I have been exploited by a XXXX XXXX XXXX and his associates, three of them recently convicted for harming me through XXXX XXXX and XXXX XXXX XXXX.
USAA pulled a stunt where my VA benefit money was deposited and froze the funds. I had no food or clothes as my USAA homeowners didnt believe me or the XXXX XXXX XXXX XXXX Lab photos of me burned, beaten, and scared at the hospital.
The worst thing about this is I have suffered multiple XXXX XXXX and XXXX diagnosed with XXXX. USAA allowed XXXX XXXX XXXX to be on my accounts and from what I can gather became a signer and that man was unstoppable. I couldnt pay for my mortgage, food, anything, it was all being taken from me.
I didnt know who XXXX was to me at first but then after 20+ XXXX XXXX inflicted by that man, a XXXX XXXX, and more it was always around the first of the month when I was getting paid.
I would call in to USAA not knowing what to say or do, I have come a long way in my recovery but I asked please close the accounts.
USAA declined to close the accounts because there was pending transactions.
I would call time and time again to get the same comment that they cant until the pending transactions are cleared. End of story. How do you stop someone if the bank wont help, instead enabling him.
The frozen funds were held as soon as my protected VA benefits were deposited since the criminal with convicted associates who harmed me was over drawing the accounts which should have alerted the bank.
Back then I operated the best I could with the XXXX, the XXXX XXXX, and the convicted men show that there was and is something going on with the unanswered questions I posed regarding XXXX liability coverage.
The frozen funds left me without heat in winter, no power, all just before COVID started as I suffered an attack by XXXX XXXX XXXX where he plowed through a door I put 2x4s up to protect me as pictured and and sent to XXXX XXXX XXXX.
This man and his associates are awful and most recently exploited my XXXX XXXX account that has the VA benefit check going to be protected yet the criminals siphoned at least one months pay as I was in the VA Hospital for a whole month showing the VA staff that the exploitation was more advanced than they previously believed.
So if the VA, XXXX XXXX Police, USAA Bank and XXXX XXXX didnt believe me until I could gather enough evidence apparently, because XXXX XXXX XXXX is a convicted XXXX.
The frozen VA benefit money was supposed to be protected and I was going to pay my natural gas bill but couldnt since XXXX and USAA seemed to be on the same side of history of not doing the right thing.
I tried making a complaint with the comptrollers office but that didnt get anywhere.
I filed a report to FINCEN ( e Crimes ) and they were made aware in XXXX XXXX of the exploitation of my VA benefits, property and life, but no actual resolution and the financial crimes continue from the XXXX team. XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX his mother, are on camera footage when I was in the VA XXXX stealing my XXXX or having possession of my already reported stolen XXXX went out of state to XXXX, Nevada to spend my VA benefit money at the Casino as the USAA bank records show. I reported this to USAA eventually and they did not care, they did not honor their promise about XXXX liability.
Eventually I was able to close the accounts, take a step back, deep breath and had my mother become a VA Fiduciary for me since no one did a thing to protect me and still USAA owes me a lot of money because XXXX XXXX added himself onto my accounts while his fried XXXX XXXX was being convicted of having my bank cards or something along those lines.
Who can help me with this complex frozen VA benefit funds and all the exploitation of my VA benefits through fraud, abuse, and disregard for life itself. I ams lucky to be alive.
Any help would be appreciated.
One of the USAA account numbers : XXXX That is one of a few XXXX XXXX and his associates targeted.
|
| 01/27/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Servicemember |
|
BACKGROUND : This complaint is regarding the USAA Limitless Cashback Rewards Signature VISA Card, which offers 2.5 % cahback rewards in all purchases as long as a direct deposit of {$1000.00} or more is made into one on USAA 's accounts every month. I currently do a direct deposit of more than {$2000.00} every month into my USAA checking account, so I fulfill the requirement to get 2.5 % cashback on every purchase.
Back in XX/XX/XXXX, during Black Friday, I made multiple purchases with this card, all were paid at the 2.5 % cashback with the exception of TWO which did not pay me cashback at all : one transaction at XXXX for {$51.00} ( {$1.00} cashback ) and another at XXXX through XXXX XXXX for {$52.00} ( {$1.00} cashback ). The total cashback missing is {$2.00}. While checking my account a few days after the purchases, I noticed a discrepancy on my cashback total ( I keep track of what my cashback amount should be ), so I checked on USAA 's site and found that these two transactions were not paid cashback at all. I waited for like 2 weeks to give them ample time to see if it would reflect and nothing. On XX/XX/XXXX, I called the credit card 's rewards Department at about XXXX XXXX CST and explained the situation to a representative who acknowledged the issue and said that other customers were affected and that they were working on it. She gave me case # XXXX and indicated that I would see my {$2.00} cashback reflected within 1-2 billing cycles. I said ok and went on with my business.
Well, today XX/XX/2018 has come and the second ( almost THIRD ) billing cycle closed yesterday, and STILL my cashback for these two transactions is missing! We are talking more than two months, or 1/6th of a year, after the transactions. I decided to call in again to the credit card 's rewards department and a Supervisor called " XXXX '' came to the phone. I explained my situation and she looked into my account and told me exactly the same reason ( excuse ) that I was given 2 months earlier : there were other customers affected, we are aware, we are working on it. I said that I would NOT wait any longer for {$2.00}, that it was unprofessional and ridiculous for them to be expecting the customer to keep waiting for SO LONG ( maybe a 1/4th of a year ) to pay his missing and justly earned cashback rewards! She essentially told me that there was nothing she could do and that I would have to wait, like or not. I got really upset, because she literally told me that I " would have to give us that time ( to fix the issue ). '' I replied that it was appalling that they were so bold as to tell a customer who was PROMISED a resolution by 2 billing cycles that he WOULD HAVE TO do anything! I said that when my payment is due, I do NOT tell them, hey, I can't pay right now so I feel that YOU WOULD HAVE TO give more time to pay! Their response would be, that is NOT how this works, so we are reporting to the credit agencies that you are LATE in your payment. So HOW can they get away with not fulfilling their promises by providing horrible customer service, not paying the cashback the customer is owed on a VERY reasonable amount of time, and then TELLING the customer he would have to keep waiting!? Are you kidding me??
I told the Supervisor that she could just give me a {$2.00} credit to my account and get it over with, but she said her company ( USAA? ) does NOT empower her to even make such small decisions to keep a customer with MULTIPLE INSURANCE AND BANKING PRODUCTS WITH USAA happy by saving him time and annoyance. Simply INCREDIBLE! This is a tale of a horribly HUGE company failing to do the small things. I am FED UP and TIRED of having to recurse to agencies like the CFPB in order to get assistance and help with such simple things. I literally feel like I have to call this credit card 's rewards department EVERY SINGLE MONTH, many times more than once, in order to have them FIX an issue with my cashback rewards to being properly paid. They are unprofessional and incompetent! It is simply incredible. I want my legally and rightfully earned cashback to be paid as it is supposed! Thank you.
|
| 04/22/2020 |
Yes |
- Debt collection
- Auto debt
|
- Communication tactics
- Used obscene, profane, or other abusive language
|
|
Web |
Servicemember |
|
We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT I have a car loan with USAA. Representative explained that USAA pays for car payment and I pay USAA back. USAA is in unethical practice of internat funding. I was late with a few payments, NSF fees also unwarranted. VETERANS Sent to company Status Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond.
Their response should include the steps they took, or will take, to address your complaint.
Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days.
Company responded Status Company responded on XX/XX/XXXX Response Type Closed with explanation Company 's Response We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding your auto loan ending in XXXX. Our records confirm that you established an auto loan for {$6600.00} on XX/XX/XXXX, and you electronically signed the Simple Interest Note, Disclosure, and Security Agreement ( XXXX ). Monthly payments in the amount of {$160.00} were due on the second of each month beginning XX/XX/XXXX. Automatic payments were not established, and payments were not made from an FSB deposit account. On XX/XX/XXXX, you made your monthly payment of which posted to your loan. The payment was returned on XX/XX/XXXX, by the issuing financial institution due to nonsufficient funds/account closed. You were assessed a {$25.00} returned item fee and a late fee of. On XX/XX/XXXX, we received a payment of. The payment was returned by the issuing financial institution on XX/XX/XXXX, due to unable to locate account. Your loan was assessed a {$25.00} returned item fee and a late fee. On XX/XX/XXXX, you were assessed an {$8.00} late fee as your XXXX payment was not received by the due date. Ms. XXXX, we completed a thorough review of your loan history and confirmed the fees you were assessed were in accordance with the NDSA. You were not assessed any nonsufficient funds fees as your bank account is not with the FSB. Your allegations of wrongdoing were unsubstantiated, and no errors were made in the handling of your loan. As such, we are unable to pay off the debt or reduce the payments as you requested. As of the date of this response, your loan is current with the next payment due on XX/XX/XXXX. Should you have any additional questions, XXXX XXXX, of our staff, remains available to assist you. We appreciate the opportunity to review this matter and respond.
Feedback provided Status Feedback provided on XX/XX/XXXX Your feedback The companys response addressed all of my issues No ADDITIONAL COMMENTS The response- defensive and false. Automatic payments previously established, the bank was XXXX XXXX XXXX XXXX. After discussing the NSF fees with my bank and USAA, I removed my bank account information. " FSB '' membership, whether true or untrue is irrelevant and ridiculous. Shortly before I reviewed the response from this particular representative from USAA, I received my first official " consumer loan statement ''. Before this, i NEVER received a consumer loan statement. It appears as if it was supposed to be issued each month, which it has NOT.
I understand the companys response to my complaint No ADDITIONAL COMMENTS The have a habit of being overtly defensive, which would be considered " aggressive '' communication tactics by CFPB. Even in the company 's response through this particular website ; which is supposed to resolve the issue ; they use unacceptable communication tactics.
The company did what they said they would do with my complaint No ADDITIONAL COMMENTS CONSUMER LOAN STATEMENT
|
| 10/04/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
Servicemember |
|
On XXXX XXXX, received a text that my debt card to an account that I am listed on with my son, had been used to try to send money to someone in the amount of {$1000.00}. After contacting my son to see if it was him, he said that he didn't but he had received an email from someone who was claiming to be his XXXX. and that she was paying him for helping her move and sent him a check via email and when he clicked the email link is when I received the text notification and a deposit of {$5000.00} was made pending into his account. We immediately contacted USAA to inform them of what had taken place and was asked by the agent if either of us had tried to send a XXXX transaction to someone named XXXX XXXX in the amount of {$1000.00}, to which neither of us knew nor did we attempt to send that XXXX transaction, in fact neither of us even knew what a XXXX was. The agent then advised that she would put in a request to stop the transactions, both the {$5000.00} pending deposit and the {$1000.00} withdawal, due to it being a fraudulent attempt and with it being Sunday and the bank being closed on that Monday due to a holiday that it would be Tuesday before the Fraud dept would contact us or be able to do anything.So we waited until Tuesday but didnt hear or receive a response. So we called back on XX/XX/XXXX, when we saw that the transactions were still pending, and was routed to the fraud department and explained everything again. The agent told us that he didn't see where my son 's phone was hacked nor the account and that if either of us ever tried making a deposit in that amount again through email then they would no longer do business with us, inspite us explaining to him that the transaction had to have been a result of a phinishing scam when he accessed the email. The agent still made it seem as if this was done by XXXX and was making us out to be at fault. He then said that he would try and get to the bottom of it and asked if we could provide the email addresses that the transactions came from and we did that, he then told us that the account would remain in hold status until the money ( {$1000.00} ) was put back into the account and they would look into the incident. on XX/XX/XXXX my son received an email stating that the case was closed due to no fraud detected and then they went into my husband and my personal account and transferred the money to our sons account to bring it current without any notification whatsoever. Called back on XX/XX/XXXX to follow up and was told that the case was closed but they would reopen it because once again I had to explain the whole situation all over again and was told by this agent that a request to reopen the case was submitted. Called back on XX/XX/XXXX and spoke to the fraud dept. and was told that the case was closed on XXXX ... .at this point I am more than furious at the lack of assistance and this situation being resolved. I was then transferred to the XXXX XXXX dept. and had to once again explain the situation over again and the agent was not understanding why more wasn't done to have the looked into and said that she would open the case for further evaluation and was given a case # XXXX to refer to and then a few days later I received a letter stating that the case has been reopened and that they would be investigating to see what can be done and that since all of this started XXXX XXXX users were issued a security alert that their phones could be accessed and the hackers could get in and attack their accounts, but still nothing as far as help from USAA. Called back today XXXX and was told that on XX/XX/XXXX the case went from the dispute department back to the fraud department and on XX/XX/XXXX once again, stated that no fraud was found and was sent back to the dispute department on XX/XX/XXXX and closed. I tried asking the agent if USAA operates under the Federal Reserves and is this not covered under the Regulations that protect consumers from fraud, she put me on hold and cut off the line. It is an absolute shame that my son is trying to serve this country and get no help when something like this happens.
|
| 04/18/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
- Problem with customer service
|
|
Web |
Servicemember |
|
In XX/XX/XXXX, I requested a cashier 's certified check from USAA via their phone-in service. The check was for {$15000.00} to repay my previous employer ( XXXX ) for payroll overpayment. The USAA member service representative ( MSR ) on the phone indicated they had a service that would send the check on my behalf directly to XXXX from USAA. I asked to use this service. Time was of the essence and the MSR indicated this would make it. In XX/XX/XXXX, I received a cashier 's certified check from USAA in the amount of {$15000.00}. The check had been returned to USAA by XXXX because the USAA MSR failed to list my name on the check prior to sending it. As a result, XXXX could not apply it to my account. Also, because of USAA 's error, XXXX indicated I would incur a cross-year tax penalty in the amount of {$5800.00}. Because the check, with no personal information included, wasn't able to be applied. Therefore, the {$5800.00} would be due, in addition to the {$15000.00}. I contacted XXXX and the IRS to confirm this was correct. Later, I contacted USAA to request redress, since the error was committed by their MSR, and it caused a {$5800.00} tax bill. After initially saying they would help if I sent them the information, they subsequently failed to resolve the issue. Either the MSRs didn't document the issue or they failed to document it correctly or their process was broken. So, I had to repeatedly call and re-explain. It was as if they didn't have a standard complaint resolution process, or it wasn't understood by their team. This went on for months. I finally spoke to an MSR who documented everything. Unfortunately, USAA accepted no-fault, and I asked to elevate my concern to the CEO 's office for resolution. After a lengthy period, with weeks of long lapses between follow-up from USAA, an employee called to say USAA was not at fault and would not provide redress. Essentially the employee said it was my fault because I didn't tell them to list my name on the cashier 's certified check that they made for me, although their service is marketed as a process that sends it on behalf of the account holder. The initial MSR, in XX/XX/XXXX, never said I needed to ask to have my name on the check. If she would've said it was needed, I would've asked her to include it. She was put forth by USAA as a banking professional, I'm just the customer. I trusted her to know what should and should not be done and explain the difference. Also, I find it hard to believe that any financial institution or competent banker would ever send a check to a company on behalf of their account holder from their personal account, without including their personal information as the payor. Which is basically what happened. I tried to explain this to the resolution person in the CEO 's office, to no avail. She simply indicated I should've told them that I wanted to use their service to send a check on my behalf but then also remind them to say it was on my behalf. She intimated the error was mine. I asked to speak to a supervisor and she said I could not because she was the final decision maker. A few weeks later I went to the bank, at the main campus, to withdraw my savings. I requested a cashier 's certified check. To my surprise, when I received the check, it looked almost exactly like the one I requested back in XXXX, except it automatically had my name listed ( re : XXXX XXXX ). My name was not in the memo section, and I didn't have to request it be listed at all. I asked the cashier if names were automatically listed and she said they always list the name of the requestor. It didn't matter if I was in-person or on the phone. She said the requestor never has to ask for it because they know it's for the requestor and on their behalf. Again, according to her, I'm not required to request it. I asked how long she worked at USAA and she said two years. It has always been that way. This is the opposite of what the resolution specialist in the CEO 's office told me weeks prior when examining my case and rejecting my request. This issue has been going on for over a year now. Please help.
|
| 04/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
My name is XXXX XXXX, I'm a Senior XXXX and Senior XXXX at XXXX XXXX in XXXX, NM on XXXX XXXX XXXX XXXX. I'm the son of a XXXX veteran and the husband of a XXXX in the United States XXXX XXXX XXXX. I am also a XXXX customer of USAA Federal Savings Bank XXXX
USAA Federal Savings Bank is currently being consumed by widespread fraudulent activity, hacks and scams that are financially impacting banking systems, members and now my family. The wide spread nature of these hacks and scams is clear to anyone that just scratches the surface. Social media is filled with users specifically documenting each of their own losses, USAAs webpage calls out how not to interact with a phone call from USAA because the hack has allowed fraudulent actors to impersonate USAAs phone number and have your confidential information, USAA customer service has changed their closing statement to include a warning about this wide spread hack, and the their entire customer service staff is overwhelmed with hold times commonly over XXXX hours to reach a live person.
My family was recently the victim of this fraudulent activity. For our family fraudulent actors hacked XXXX of our USAA accounts, sent themselves checks ( fraudulently ) and then called my family from the USAA number to ask if these were fraudulent transactions. Through a sophisticated process designed to mimic USAA contacting a member to assess if activity was fraudulent the fraudulent actors were able to establish confidence that they were USAA by having details of the existing fraudulent transactions were, calling from the USAA phone number, having the USAA telephone hold music, and knowing confidential information about our accounts with USAA. This process resulted in our familys losses of ~ {$6000.00}. Once my family realized the situation, we immediately called USAA ( same day as the fraud ) and USAA failed to take any action to freeze the transaction, stop shipment of the checks or stop payment on the checks. Instead, they allowed {$6000.00} worth of fraudulent charges to process. To date USAA has failed to take any action to cover this fraud for my family and has said they will not reimburse it because it was our fault.
USAAs message that plays when you call their customer service number specifically calls out that its members can rest assured that if their credit card or debit cards have fraudulent activity on them the member will not be responsible. This zero-liability statement to its members policy is in compliance with the EFTA ( XXXX XXXX ) and the recent XX/XX/2021 guidance from the CFPB that states situations where a bad actor has fraudulently obtained access to a customer 's account information by either calling the customer under false pretenses to obtain login or similar information, etc., these transactions are trigger EFTA coverage XXXX However, in my cause USAA has failed to follow CFPB guidance and is stating it has XXXX liability to the unauthorized transactions that were reported to USAA on the day of the activity. Specifically, USAA took no action to stop the transactions and the checks issued from my account or to reimburse the fraudulent transactions. These failure to properly investigate, the failure to honor our requests for stop payment on the checks issued, the fact that USAA wrongfully allowed more than the allowed checks to be issued fraudulently from the account, the fact they arent limiting our liability under XXXX XXXX, failed to warn us that checks were being requested and sent from our account, gave us false information that the checks hadnt been sent, when in fact they had and were subsequently cashed, are similar patterns of conduct for which USAA has been fined by XXXX, XXXX and CFPB, and USAA should be investigated for their continual pattern of negligent and criminal behavior.
Based on USAAs failure to comply with CFPB guidance I am writing to you to ask that you consider my complaint and enforce USAAs obligations under federal law. This will require USAA to reimburse fraudulent activity to myself and the countless other members directly impacted by USAAs negligence.
|
| 04/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I received a call on XX/XX/2023, claiming to be my bank. They said there was fraudulent activity on my card that was declined and wanted to confirm that with me. I told them it wasn't me. Before changing any of my information they needed to verify my identity. They then asked for my basic information, they were able to deposit a mobile check for {$10000.00} that I wasn't aware of, and they asked me to send out {$2400.00} to see it get declined until it went through. They said there was something wrong with their system and they would need to get back to me and hung up. About 20 minutes later I got another call from my bank 's phone number and they wanted to ask me about the check that was deposited. I told them I just got a call from them and I explained to them what happened. They told me that was a fraud call claiming to be them. They told me I will not be held accountable for any fraud that takes place and told me to change my information ASAP and they will get everything handled. The {$2400.00} that the scammers told me to send out was not taken out of my account until XX/XX/2023, which was 2 days after my bank knew of the fraud. The bank knew that the {$2400.00} that was going to be withdrawn from my account was fraud so why did they allow the money to be withdrawn from my account? They did issue a credit to me for the {$2400.00} while everything is investigated.
Also, the check that was deposited into my account was actually for {$10000.00}. The scammers only deposited {$10000.00}. The bank then credited my account for the remaining {$330.00}. Again, they knew the check was a scam but still deposited the difference into my account.
Furthermore, why was a hold not put on this check? My balance was well below that check amount so I believe the bank failed to follow their procedures on check holds. If they had put a hold on this check this would never have happened.
Most importantly, the check was not even made payable to me. The scammers were able to deposit this check by mobile deposit into my account, then were able to scam me into transferring some of this money out. All the while the bank never noticed that the check was not payable to me, and no hold was placed on this check, and even deposited the remaining {$330.00} into my account.
During this time that this was being investigated I called frequently to ask the status of that money in my account. My account was also frozen multiple times during this period. I was not able to withdraw money or make payments or purchases. I would call and be told the fraud department was looking at my account and it would be a few days. This happened several times within the last 2 months since this scam happened. One time that I called, the representative put me on hold and was talking to another colleague, I was told it was a real check and they contacted the other bank and they are just waiting to hear back from them.
I received a letter at the beginning of XXXX that the {$2400.00} is not fraudulent because I authorized the transfer of that money with my face ID. After taking out the credit they locked my account because I was under the amount of the check so my money was in credit-only status. I had to call to unlock it multiple times and then the fraud department put a block on it so it can't be opened. One person I spoke to told me the check was in fact fraudulent and when it bounced I would be in a negative status. I have talked to over 20 different people at that bank each time is about 45 minutes to an hour and all they have is notes to go off of. The actual fraud department that looks over the cases and makes these decisions doesn't have a line to transfer to so I can not be transferred to anyone in that department. I put in another request for them to overrule their decision of me being at a loss with a XXXX, a XXXX XXXX, on XX/XX/XXXX and she said it would take 3 business days and she could contact me back. I didn't hear back from her. On Thursday, XX/XX/XXXX I contacted her extension and left a message multiple times. I still have not heard back from her or anyone at the bank.
|
| 07/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American, Servicemember |
|
Illegally or improperly charged a penalty for a rate lock extension which was not our fault. USAA substantially contributed to the delay which resulted in the penalty as a result of their illegally or improperly applying law, regulation, or USAA policy. We applied for the loan on XX/XX/XXXX and it was assigned # XXXX. We locked a rate for THIS loan on XX/XX/XXXX and agreed to a closing date of XX/XX/XXXX, the lock was to expire on XX/XX/XXXX. On or about XX/XX/XXXX we received a phone call from USAA saying there were issues with the Master Insurance Policy provided by the HOA and the loan had been DENIED. We explained we believed there was a mistake and we would work to correct it. Our Realtor was able to resolve the issue and documentation emails were provided to the USAA processor on XX/XX/XXXX. The processor advised the loan had been officially denied and USAA policy was that the decision was final and no changes would be considered, in affect the loan & any commitments by either party had cancelled the contract according to USAA. We were advised if we resolved the insurance issue we could re-apply for a NEW loan. We re-applied for a new loan immediately and USAA assigned # XXXX to it. In effect, & in law we had a NEW contract agreement with a NEW USAA contract number. Documents that had not expired ( i.e. the appraisal ), were electronically transferred to the new loan for the convenience of both parties. Sometime later we were advised we were being assessed a penalty of {$1400.00} for the extension of the lock from the PREVIOUS loan. We immediately disputed this penalty on the basis this was a NEW loan and USAA had cancelled the previous agreement. We asked them for a basis for the penalty. We discussed this with multiple individuals ( names provided on request ) and were given various justifications. One said banking laws like Dodd-Frank required the penalty, when questioned another said maybe it wasnt required but allowed by Dodd-Frank. Others said banking laws & regulation either required the penalty or allowed it. Although all said they could waive the penalty, but said USAA policy required it and no one would exercise the discretion not to collect the penalty, since they had a right to impose it. I consistently reminded each person, just because you have a right to collect a penalty does not make it the right thing to do. I believe I did everything I could to resolve this dispute in a timely manner and in the end was told they were maximizing profit which benefited me as a member. I was told if I did not like the decision I could file a complaint with the CPFB since management & lawyers believed they acted appropriately and USAA would back them up. All discussions with USAA were recorded by them and should be available for internal review to confirm my recollection of what I was told and my attempts to resolve this dispute in a timely manner. I tried unsuccessfully to explain it would be easier to resolve BEFORE closing when the penalty was collected, then to refund it later. In my words to them, as a member we should work inside the family, not by a CPFB complaint. I made it clear that as a loyal USAA member since XX/XX/XXXX and with XXXX children, & XXXX grandchildren that have accounts with them I was not happy. Lastly I politely told them in my opinion this member service issue reminded me of the recent XXXX XXXX issue where originally the XXXX CEO said the employees who forcibly removed a customer from a plane had the right to do so by XXXX policy as a defense. A few days later he corrected his defense and acknowledged that had not been the right thing to do to a customer. I wonder how the USAA CEO might react to his lawyers defense that USAA acted appropriately in this matter because they have a right to do it. Respectfully submitted. Enclosures : Lock in Agreement dated, XX/XX/XXXX Loan # XXXX USAA Notice of Action Taken dated, XX/XX/XXXX Loan # XXXX Closing Disclosure dated XX/XX/XXXX, Loan # XXXX ( showing NO penalty ) Closing Disclosure dated XX/XX/XXXX Loan # XXXX ( {$1400.00}. Penalty )
|
| 06/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
Today, XX/XX/2019, we received an email saying our checking account had been arbitrarily closed and we had a {$0.00} balance. There was no date given when. There was something mentioned about they had no signature card on file. No one has sent us any information requesting any such thing so we do not know what they are talking about. When we called them today they said we had a XXXX dollar balance and they did not know why they closed our account. I verified our account information to the USAA representative on the phone.
My husband then got on the phone and told the lady, who would not give her name, that she could not just decide to close our account as we had done nothing wrong and the government had deposited two social security checks and one VA XXXX check this month into our joint checking account and we still had {$1500.00} in our account and how could we have a {$0.00} balance without our permission to close our account. That was fraud. He told her he wanted to talk to the supervisor. XXXX came on the line as the department supervisor. My husband explained all the above to her and wanted to know what was the amount in our checking account before all this and she refused to talk to him about anything until he verified the account information AGAIN and I had already done that. She told him a check for the balance was going to be mailed to us today for the balance. He told her she could not just decide to close our account as they had accepted our deposits from the government and the bank could not close our account as we did not give them permission to do so and that was fraud and we would turn them in to the Banking Commission and the Attorney General of Texas and anyone else we could. She hung up on him.
We now have 13 to 15 automatic drafts coming out of our now closed checking account with checks out in the mail to some bills that will now bounce. We got no notice of any kind prior to them closing this account. It also takes 4-6 weeks to get our government checks deposits put into new bank accounts so we will be messed up for that long into next month to have next months money available to us. She said we would receive a check in the mail in 7to 10 days so we are also without any money for that long again.
We have also not been able to access on line our bank account to see what is going on in the account nor can we call to find out what has gone on with the account over the phone since they closed the account. Also they do not send us a paper version.
We switched banks because they advertise they are there to help veterans and we wanted to get a lower interest mortgage loan they advertise for veterans on TV for an IRRRL loan. My husband is a veteran and was impressed with their ads on TV as such.
Then after we got house and vehicle insurance it nearly doubled our costs for them and in the IRRRL loan for veterans they were not supposed to rely on your credit score to get the loan. They did require a certain credit score and turned us down also for the IRRRL loan. My husband, as a veteran, felt the company is doing a great disservice to our veterans by advertising as a veterans company who wants to help out the veterans.
Now we will incur a bunch of bounced check fees for bounced checks since they closed our account with out our prior knowledge of permission. Not to mention being without any money available until their check gets here for up to 10 days, and the whole next month because our government deposit automatic checks take 4-6 weeks to change banks. This problem happened to us before when we changed banks when my wallet disappeared and we had to close another bank checking account and it cost is a lot of returned fees from other bills on Automatic Drafts not realizing it took so long to redirect the government deposit checks. This will make all our bills late and seriously affect our credit as well. Will they have to reimburse us for all these checks that start bouncing?
What can be done about this and can they just close your account like this for no reason, isn't this fraud?
|
| 07/18/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
Hello, I opened this credit card account in XXXX XXXX . The appealing factor of this card was the low annual interest rate and the ability to use a promotional no-interest ( until XXXX XXXX ) balance transfer/convenience check option if done by XX/XX/XXXX . I was able to utilize the use of several convenience checks by the deadline of XX/XX/XXXX and that amount would not be subject to any interest until XX/XX/XXXX ; with no interest due if paid off in full by that time.
I then used my credit card in the month of XXXX for 2 purchases ( one on XXXX and one on XXXX ). When I received my billing statement ending XX/XX/XXXX , I noticed I have been charged interest for those amounts even though I had n't received a billing statement yet that included those charges.
I immediately inquired with the company to see if a billing error was the cause of this interest charge since I 'm used to seeing a grace period of 21 days to pay off the outstanding balance by the due date or be charged interest for that amount apply to the XXXX other USAA credit cards ( along with several other cards from XXXX XXXX , XXXX XXXX , XXXX , etc. ) that I currently have. After several attempts to get a straight answer from the company with no resolution or call back I filed a complaint with the CFPB about this issue.
Several days later I received a call from someone within the USAA CEO 's office regarding this filed complaint. I returned her call and explained my issue once again. She appeared to understand the perspective that I had in which I was thinking the typical grace period would apply to purchases made, meaning if paid off before the due date then no interest would be charged. But she informed me that because I had a promotional balance ( the no interest offer until XXXX XXXX ), the typical grade period did not apply to new purchases on this particular credit card, so interest would start to immediately be charged from the date of any recent purchases until the promotional balance was paid off. The grace period for this card would only apply once the entire promotional balance was paid off in full. I told her I did n't understand why this credit card was different that my other cards and she immediately told me the disclosures made this fact very clear and even quoted the section/part of the disclosure document. This immediately irritated my very much because she was basically saying it was my fault that I did n't understand the way this card worked while there was a promotional balance due. I told her I did not appreciate being told that, especially by someone whom had contacted me about a submitted CFPB complaint. She was unreceptive to my point of view and was constantly speaking over me. I told her I did not want to speak with her any further and was not satisfied with her reason given.
I feel this practice not having a traditional grade period applying when a consumer has a promotional balance is a violation of UDAAP because I am a relatively bright and engaged consumer and had no idea that this particular credit card had this 'querk ' until after the fact. This difference was not called out specifically to me because if it was I would have never used this credit card until the promotional balance had been completely paid off. I take full responsibility for not knowing this key fact, but also do not believe this was clearly and concisely laid out for me to fully understand.
I take great pride in paying off my monthly credit card balances in full each month, so why would I have used a credit card in which interest is going to be charged ( from the transaction date ) regardless if I pay it off or not when I have XXXX other credit cards that I can easily use that have the traditional grace period and allows me to pay the balance off in full with no interest being charged??
I am very disappointed in the response I received from USAA about my initial inquiry and am seriously considering moving all of my banking, assets and insurance services to another company after this issue.
|
| 01/12/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
To whom it may concern : I initially complained to your agency about USAA changing my escrow analysis date without any warning. When I notified USAA and XXXX XXXX ( XXXX ) I was given the run-a-round for a while. Eventually, someone from XXXX offered me the option of reverting back to my original escrow analysis date. I accepted but then was informed that my escrow analysis date would still be changed in order to better align themselves with the NY tax schedule. This of course, did not make any sense because my mortgage account has been active and in good standing for the past 7 years, regardless of any state tax scheduling or whatever excuse USAA decides on.
USAA 's recent response makes no sense. The following is their response : Company 's Response We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) you outlined in your correspondence to the Consumer Financial Protection Bureau regarding your mortgage loan serviced by XXXX XXXX XXXX XXXX XXXX XXXX. On XX/XX/2019, XXXX mailed you an escrow analysis indicating your monthly payment would increase by {$60.00} due to an increase in taxes. The new monthly payment was {$2900.00}. The escrow analysis also showed an overage, and a surplus refund check was mailed to you for {$1300.00}. On XX/XX/2019, XXXX mailed you an escrow analysis indicating your monthly payment would increase by {$60.00} due to an increase in taxes. The new monthly payment was {$2900.00}. There was a surplus in the escrow account, and a check for {$94.00} was mailed to you. You called XXXX on XX/XX/2019, asking why an escrow analysis was run twice in one year. You were correctly advised that the state scheduled changed for New York from XXXX to XXXX. In order to better align the escrow analysis with the tax disbursements, the escrow analysis was changed to XXXX. However, XXXX offered you the option to cancel the XXXX analysis and revert the loan back to the XX/XX/2019, analysis. You accepted the offer, the XX/XX/2019, analysis was canceled, a stop-payment was placed on the escrow surplus check of {$94.00}, and your monthly payment was updated to {$2900.00}. XXXX XXXX, we regret any frustration you experienced ; however, a thorough review of your loan and escrow account was completed, and we confirmed that your escrow account was handled according to established guidelines and procedures. Should you have any additional questions, XXXX XXXX, of our staff, remains available to assist you. We appreciate the opportunity to review this matter and respond to you.
The company 's response doesn't make any sense. Aside from the fact that they acknowledge that I filed correspondence with the Consumer Financial Protection bureau for a sudden change in my escrow analysis date. USAA Federal Savings Bank claims that my escrow analysis showed an overage and a surplus check in the amount of {$1300.00} was mailed to me? What are they talking about? The only check I received was for {$94.00}. What are they trying to pull here? USAA and XXXX XXXX ( now calling themselves XXXX XXXX ) are set on changing my escrow analysis from XXXX to XXXX of every year in order to align themselves with the time of year the NY Governor usually sends out the TAX RELIEF check to all NY home owners. I understand that under the RESPA, the homeowner is entitled to request a new escrow analysis from their bank upon receiving at tax relief check. It seems that USAA and XXXX are both looking for convenience at the inconvenience of their homeowner clients. As a homeowner I should not have make anything convenient for my bank. If it's not broken then why fix it? USAA never had a problem with my Escrow Analysis in the past 7 years regardless of when the Tax RELIEF check was issued. That's why RESPA was created in the first place. Banks use any possible reason they can to conduct two or more escrow analysis in order to prematurely increase mortgage payments to the point where the homeowner has no alternative but to payoff the mortgage or sell their home. Is this really fair to all homeowners?
|
| 02/12/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Confusing or misleading advertising or marketing
|
|
Web |
|
|
In XX/XX/2020 my husband and I applied for and were approved for an auto loan using the USAA website. We were promptly approved of a used car loan for 4.09 % financing up to {$45000.00}. We were offered in writing a .25 % rate reduction if we signed up for monthly auto draft payments and another .5 % rate reduction if we used the USAA Truecar buying website in total the rate would be 3.29 %. My husband and I were happy with this rate and did not continue to shop for any other loans. We even told the dealership not to shop for any loans we were loyal to USAA and happy with the 3.29 % we were receiving. Then we started our search buy logging into the USAA website and clicking on the Truecar link. We understood this meant we were using the Truecar Service. So when I contacted USAA to explain there was an error and my rate should be 3.29 % they said give it 10 days or so it had not updated yet. When I followed up a few weeks later by phone I was told that I was not eligible for the rate promised because I did not click on the link to have the dealership contact me directly, instead I chose to call the dealership myself. I explain that I would have clicked this " certificate '' giving all my contact info to the dealership had I understood it was required to receive the rate. I also explained that I stopped selecting the link after the first two cars I was interested in because I was being bombarded with calls from multiple dealerships. I also explained that I would have happily followed the procedure had it been clearly explained necessary to earn the rate. I also explained that once at the dealership to make my purchase they did ask if I had the certificate and I said I would be happy to print it out but they said not to worry they would take care of it. I explained to USAA that I feel victim of a " bait and switch '' having been promised 3.29 % and having to pay 3.79 % because the directions were not clear. I feel USAA advertised to me 3.29 % and did not honor their commitment. I spoke to a supervisor today and they said the rate would not be corrected that I did not follow procedure. I never thought USAA would treat their customer this way. I have a copy of the dealer funding instructions, nowhere does it say that this certificate must be included for the discount to apply. It is also not stated in the application process or when given the different rate options. Im so surprised at this lack of customer care or concern from USAA. After speaking with the supervisor I went back on the mobile site to see where I made the mistake. There is an asterisk 1 after the advertised .5 rate discount and I click on the link to " learn more '' it says my nothing about it. It says get started but never explains the asterik1. The options are " get started '', " view your application '', " rates as low as '' " how much do I qualify for '' After searching on the mobile site for about 10 minutes I was able to locate a disclosure in fine print at the bottom of a page that says " To qualify for the .50 % auto loan rate discount, the borrower must access the USAA Car Buying Service on usaa.com or the USAA mobile app. find a vehicle and submit their contact information to the dealer. '' This info is almost hidden from the buyer. Like I said had I known I would have followed the procedure. In the future I would ask USAA to clearly display this information in multiple locations or at least make the information prominent in their advertising. Or put this information on approved rate sheet where you select new/used with the rates and terms and it shows the discounts, Or USAA could include this in the funding instructions that they provided me and I provided to the dealer. I do feel duped and I do feel upset because USAA has the opportunity to explain this detail in each location or page that mentions the .50 % rate discount and hides the information in fine print at the bottom of a page. I thought USAA was morally above other for profit banks. I never expected they would not make this right.
XXXX XXXX.
|
| 11/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Bank : USAA. Reason for complaint : I was not provided any explanation as to why USAA decided to terminate it's services with me. USAA only states " due to your account activity or usage with us or an affiliate ''.
On XX/XX/2022 I was in the process of making a {$50.00} donation, but it didn't go through. My credit card ( ending XXXX ) kept getting declined. I then went onto my USAA app to check for the issue and found that it was closed out. I contacted USAA credit card department first to inquire why my account was closed. I was told that USAA had made a decision to terminate it's relationship with me ( all products and services ). The agent I spoke to had notice a letter that was generated that day ( XX/XX/XXXX ) to notify me that USAA was planning to terminate it's services with me. Mind you, I was never given a heads up on the matter and found out about this issue because of my credit card being declined. The agent attempted to review everything, but could not find the answer as to why USAA decided to cut ties with me. They involved their supervisors and was also told that the supervisors couldn't figure out the main reason to the termination. I did an online search as to what would be the cause of USAA terminating me, but could not find any answers. A similar response what always came up was " banks have within their contract a clause stating that they reserve the rights to terminate anyone without a reason ''. I understand that this would apply if I found an egregious transaction within my accounts, but I couldn't find anything that would raise a red flag.
XX/XX/XXXX : The following day I contacted USAA again and was connected to their agent, XXXX, who also told me that they were not able to find the reason why the accounts are being closed and just provided the info on what I needed to expect moving forward. I was then transferred to XXXX ( account reviewer ) who couldn't figure out the issue then I was transferred again to a Security Specialist by the name of XXXX. They attempted to figure out why my accounts were being closed, but was not successful. However, they went above and beyond and assisted me in submitting a reconciliation request for USAA 's services. I was later then contacted by another security specialist, XXXX who stated they were going to review my whole account and contact me back in XXXX hrs. I did not hear from anyone.
The following days I contacted USAA to figure out what I needed to do as they closed everything out and I was not able to utilize my debit or credit card. I had nearly $ XXXX in my checking account and I was told they wouldn't release the funds to me until everything was closed out within XXXX days.
( I'm not sure how banks are allowed to do this because all my money was in USAA. I had all my auto payments and deposits going into USAA. What if someone less fortunate that I am and not skilled enough to figure out what happened and couldn't pay bills and whatnot? I believe that when banks close out their client 's accounts via this method, it is very detrimental for someone who doesn't have the means to cover their financial matters ) The last few weeks has been a mess trying to open up a new banking account and making sure auto payments were changed as everything was under USAA. All I have received were letters from USAA. USAA never called me to let me know about this issue and I still have not received any contacts from them, unless I made the call myself. I don't mind USAA terminating my XXXX years of using their services if I can be provided with a detailed explanation as to why they made the decision to terminate me. I have reviewed all my transactions on my checking and credit cards, and can not find anything out of place. Please look into the matter as to why USAA made a decision to terminate it's services with me. I believe I've spoken to most of the departments in USAA and no one knows why I was terminated. Everyone kept stating it " came from up top ''. Again, I'm fine with being terminated, but please tell me why.
|
| 11/13/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Older American, Servicemember |
|
From : XXXX XXXX [ XXXX : XXXX ] Sent : Wednesday, XX/XX/2023 XXXX PM To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : XXXX : Response to Your USAA Concern There is nothing to discuss by phone! Put everything in writing!
What are the last four digits of the bank account you have successfully made automatic payment withdrawals for the eight months prior to XX/XX/2023?
What are the last four digits of the account you claim has twice rejected your automatic withdrawal requests?
Answer my questions by email! You have my email address!
From : XXXX XXXX [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : RE : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card.
My bank records indicate there have been NO unsuccessful attempts to contact regarding an automatic payment withdrawal for MY USAA credit card!
I attached a pdf file Draft Account on my XXXX email at XXXX XXXX that is a copy of the page on YOUR website for the same day! It is also attached here. Can you read??? It very clearly states : Accounts with an Active status can be used to pay USAA bills and transfer funds. It shows Account / Account Type / Status. Under status it very clearly indicates Active.
YOU ARE TRYING TO DRAFT THE WRONG ACCOUNT!!!
XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX I am sitting here looking at a USAA automatic payment withdrawal Account Verification dated XXXX for the account referenced above and it has not been changed!
YOU have been drafting the incorrect account by Telephone Payment since that time, while I waited for YOU to properly make the changes. Why havent you????
REVERSE LATE FEE AND INTEREST CHARGES AND YOU MAKE THE NECESSARY CHANGES IN YOUR SYSTEM TO PROPERLY DRAFT THE PROPER ACCOUNT FOR PAYMENT!!!
IMMEDIATELY!!!
There is nothing to discuss. My account has been set up for automatic draft since opened.
Somewhere along the way USAA changed something internally and my payment shows Telephone Payment. I ignored it because the bill was being paid. This WAS NOT initiated by me, and I did nothing to cause the change.
I have decided to close that account, so I set up a new account six or more months ago for USAA to draft. It was verified, and is active for automatic payment.
I kept waiting for USAA to make the switch, as all of my other accounts have successfully done, but for some reason unknown to me, USAA did not.
Whatever has been done, has been initiated internal to USAA. I have done NOTHING other than submit the information to switch the draft accounts.
There had best be NO negative effect on my credit record!!
From : USAA [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX To : XXXX Subject : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card. XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX if you would like to re-enroll in the plan again please visit USAA.com, USAA mobile application or USAA XXXX XXXX for further assistance. We were able to waive the {$23.00} late fee that posted to your account ending in XXXX. Any adjustments processed will post to your account within 2-3 business days and will be visible on your next monthly business statement. To avoid a Late Fee, your " Minimum Payment Due '' must be received on or before the due date listed on your billing statement. Any subsequent Penalty Fees will be assessed according to your existing terms and conditions. We value your membership with USAA your satisfaction is our top priority.
Finally accidentally found out they were drafting an account the last four numbers ending with XXXX.
I DONT HAVE ANY ACCOUNT ENDING XXXX!!!
THE LAST FOUR OF MY MEMBERSHIP NUMBER ARE XXXX!!!
THEY WERE TRYING TO DRAFT MY MEMBERSHIP NUMBER. NO WONDER IT WAS REJECTED!!!
|
| 08/15/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2022 at XXXX hours, I, XXXX XXXX received a phone call from what I believed was USAA. The caller Id stated USAA and the phone number matched the phone number that is used by USAA. The caller contacted me and requested account information just as the actual USAA representative would ask. I was informed by my caller that there has been multiple attempts for wire transfers on my account ( XXXX ) and requested if I was the initiator of these transfers. I informed the caller I was in fact not initiating any wire transfers and if there are wire transfers then they would be fraudulent. The caller stated he would assist me in fixing my account and stopping the wire transfers. The caller sent me 2 text messages from the USAA phone number for a verification code. The caller also sent me and email with the companys logo in the corner and the email address was the same address I have received emails from in the past from USAA. While I was engaged in conversation with the caller I contacted USAA customer service line on a separate mobile device to inquire the legitimacy of the initial caller. The USAA representative informed me the initial caller was in fact a scammer. While speaking to the USAA representative I attempted to change my account information so as to block the scammer from withdrawing any funds from my account. Unfortunately I was too late and the scammer initiated a wire transfer in the amount of {$1100.00}. I informed the USAA representative of the transfer and he stated he would reverse the wire transfer and my funds should be back in my account within 10 business days. The USAA representative informed me I should change my account login information in an effort to prevent any further fraudulent activity. As per the representatives advice I changed my username, password, and PIN number. I patiently waited for the incident to be rectified and my funds to reappear in my account. On XXXX XX/XX/2022 my funds had still not been credited to my account. I contacted USAA to inquire where my funds may be. The representative informed me that the initial reversal of the wire transfer was canceled due to unknown reasons, but they could initiate another reversal and contact me the very next day to provide me with any and all updates. I never received a phone call with any updates regarding my funds. On XXXX XX/XX/2022 I still had not yet received my funds from the total account takeover I experience on XXXX XX/XX/2022. Again I contacted USAA to inquire on the whereabouts of my funds. I initially contacted what I believed was the fraud department. After explaining the situation to the representative he recommended I be transferred over to the wire transfer department. While speaking with the representative from the wire transfer department I was informed that no new notes were added to my account regarding the incident, but a second wire transfer reversal was initiated on XXXX XX/XX/2022 and a request for the total account takeover was initiated to contact me. The representative stated it typically takes the total account takeover department approximately 3 days to reach out to you, but I never received an attempt to contact me from that department. The representative also informed me that the second wire transfer reversal was canceled due to an already existing request for reversal from XXXX XX/XX/2022. The representative stated at this point she has no new information and can initiate a new request for the total account takeover department to contact me. The representative also stated that the time frame of this process is flexible due to company policy being the will not credit the funds to the account until the receiving bank provides information of the transfer. The representative also stated that some banks never respond or provide information. I was informed by the representative that they are unable to provide me with any other information and stated that I must wait 3-7 days to speak to the the total account takeover department to inquire what is going on.
|
| 11/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I rented a car through XXXX with Unlimited miles and XXXX XXXX XXXX XXXX charged me for mileage so they did the following two transections : XX/XX/XXXX DEBIT CARD PURCHASE XXXX {$780.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX NV XX/XX/XXXX DEBIT CARD PURCHASE XXXX XXXX {$390.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXXXXXX XXXX I submitted a dispute with my bank USAA and they credited my account. After three months, one day out of nowhere the bank debited my account for the full amount and stated that the investigation of my dispute found no errors and that the charges were correct. On XX/XX/XXXX I sent USAA a letter explaining why I believed the charges were incorrect by attaching a screenshot of my XXXX total showing that I had unlimited miles and that I was not supposed to be charged for mileage. USAA replied with the same answer so on XX/XX/XXXX I wrote a second letter and this time I obtained the copy of my contract with unlimited miles from an agent from XXXX and I also submitted a copy of the XXXX XXXX XXXX XXXX invoice showing all the charges. USAA replied with the same answer. During all this time I had been trying to contact the rental place by phone, by messages and by their chat services but on XX/XX/XXXX I finally talked to an agent from the car rental who stated that she could only see my reservation information but could not work or make any changes to the account because the account was sent to collections in XX/XX/XXXX due to non payment. The agent said that she could not even send me any information because the account was out of their hands and there was no way I could get any paperwork. I asked her why it was sent to collections if I paid in full so she replied that the bank never paid for the transactions. I could not believe what she was saying so I asked her more than XXXX times to repeat me what she was telling me and she confirmed me that the account was sent to collections for non payment because the bank never paid them. After the phone call I immediately logged into my credit report and what do I find? XXXX new accounts from a collection agency showing the XXXX charges from XXXX XXXX XXXX XXXX with additional fees of course. I was livid, I could not believe that this was happening to me so I immediately sent USAA another letter dated XX/XX/XXXX explaining my conversion with the rental car agent and I politely asked them to please put my funds back to my account and their response was that their investigation findings were correct and that there was no error in my transactions. At this point I decided to chat with the bank agent instead of calling because I was very unhappy. Again very politely I explained everything to the USAA agent and after she put me on hold to review my case she said that I needed to talk to the merchant because my dispute was close and there was nothing they can do about my issue. I repeatedly said that the bank did not pay the merchant and I really needed my funds and again she said I needed to take this issue to the merchant because my dispute was closed.
I am one of millions Americans that live day by day, my husband lost his job because of Covid and because of his age he can not find a job, we are living on my SSDI check and my daughters check but having her on XXXX XXXX does not mean that the hospice covers for all her needs. We have no vehicle to transport her to her appointments and tests, all of our bills are past due including our {$1000.00} NV Energy bill and we are very behind on our mortgage so getting the funds back will be a big help. I really need this issue to be resolved, if the bank paid then why do I have the two items on my credit report? If the rental car received payment why did they sent me to collections? If the bank held the money, why my account is minus {$1000.00}? I am drained and overwhelmed with everything but my baby gives me strength to keep going. Please, I am begging you for help, I really do not know what to do.
Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX
|
| 12/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On the XXXX of XXXX I attempted to pay my rent and opened my USAA app to see that I was negative XXXX to my utmost shark and surprise, not exact but off the top of my head roughly that much. I contacted USAA to ask them what was going on and they told me it was a check that I had sent in electronically on XX/XX/2023 4 months prior. The person I spoke to when I contacted USAA also agreed with me and could not understand had never seen such a thing happen before. I called the following day got the exact same answer and told them I deposited the check and received about 20 % of it up front and then there was a waiting period to which I actually waited longer than the written waiting period and I assumed it was because the check was so large but almost XXXX weeks later I finally able to access my funds. Per the law in 12CFR 210.11 availability of proceeds of non cash items ; Time schedule, It reads the following and I quote : If the paying bank determines not to pay a check in the amount of {$5000.00} or more, it shall provide notice of non-payment such that the notice would normally be received by the depository bank not later than XXXX XXXX XXXX local time of the depository Bank ) on the SECOND BUSINESS DAY FOLLOWING THE BANKING DAY ON WHICH THE CHECK WAS PRESENTED TO THE PAYING BANK.
Not 120 days later. The second business day they need to be letting USAA if they're going to honor it or not. This is beyond absurd and unacceptable. I can't pay rent I can't pay my bills You're going to literally make me homeless make me file for bankruptcy all in XXXX fell swoop because you guys did not follow the law. This isn't something you can go by This is the law this is something you do. You can not deviate from that timeline.
Furthermore 210.11 ( regulation D ) availability of proceeds of non-cashed items, time schedule Regulation D : there is your bank that holds a settlement account show give either immediate or deferred credit to a sender a paying bank, or a returning bank ( other than a foreign correspondent ) in accordance with the time schedule of the receiving reserve Bank. A XXXX Bank ordinarily gives credit to a foreign correspondent only when the XXXX Bank receives payment of the item in actually and finally collected funds. But in discretion, a XXXX Bank May give immediate or deferred credit in accordance with the time schedule ( B ) notwithstanding it's time schedule, a reserve Bank may refuse at any time to permit the use of credit Given by it for any cash item or return check, and may defer availability after credit is received by the reserve Bank FOR A PERIOD OF TIME THAT IS REASONABLE UNDER THE CIRCUMSTANCES Once again 120 days, a third of a year, is not reasonable under the circumstances nor is it the second business day.
Per these LAWS I need that {$8000.00} returned back to my account immediately as this is absolutely ridiculous and you're essentially trying to ruin my life by doing this after being with you guys for XXXX years This is how I'm being done at this point. I've made you guys literally hundreds of thousands of dollars and this is what I get for it after all these years it's absolutely ridiculous. The paying bank has not followed the law but more so you guys just allowed them and assisted them and not following the law by just handing them the money over when they just told you to 120 days later. A third of a year later you guys just said okay. That's absolutely ridiculous and absurd. When I waited the XXXX weeks I was under the assumption that the check cleared that's why you gave it to me that's what the waiting period is for. Had I not done that I would have never spent it but according to the law which I'm not going to go back and quote anymore because what I provided is already enough but once you've paid it to me that's the end of the deal because you wouldn't pay it to me if it wasn't going to clear. That's it any shortened down version but if I have to provide you with it I will as well. I need this corrected right now.
|
| 07/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Add-on products and services
|
|
Web |
|
|
At whatever point there is a significant life occasion I called USAA of my divorce, deployments, activation to XXXX XXXX, and even promotions I accept that they have done as such because my location was refreshed. USAA has a debt protection plan, in XXXX and XX/XX/XXXX I called and inform USAA of my military status and my address I also ask specifically about the debt protection I was told I was informed that retirement doesn't warrant the utilization of the debt protection plan. On or about sometime in XX/XX/XXXX I called USAA credit card services to update them that I am a XXXX veteran I then asked about the debt protection plan they stated that my credit card payment and that there was anything they can do about my debt. I called sporadically of the year from XXXX to currently. On or about XXXX I called the number that was present of debt protection ; I was informed that all the calls of debt on the credit cards was a gross misguidance, I had on or about 275 days to have applied and that as of now that my time had lapsed however that can be corrected if I call USAA and advise them regarding the inaccurate data and of my contacts that should fix it.
I called I did state I did not look at my statements and that I had forgotten that was due to the fact my statement only showed the debt protection payment and the USAA number which I called. the escalation team response was that I should read my statement I pleaded and she said she will look more into it. I received a letter of refund from USAA they had done some review through the various department and find some money was owed one was in the credit card department I called and requested to speak with Mr. XXXX XXXX I was transferred and put on hold till their phone line cut me off. out my account. On XX/XX/XXXX I called bonus reward ( XXXX XXXX about incorrect bonus points she asked me which points I informed her there should have been an inquiry she said there is none that's why she asked at this point, I asked to be transferred which I was told she will try but if the call hangs up here is number to call ; she did not transfer me she hung up. I called back I got to speak with XXXX XXXX in that phone call I was informed that my life events were never updated i.e., divorce, deployments, not even my retirement I spoke to her of previously mention plight, she took a look and found where I have contacted USAA but most of the contact log was not annotated, she even sees the contact log back to XX/XX/XXXX she annotated what she could she advised to compose a letter and attempt again to connect with Mr. XXXX XXXX. I did call and tried XXXX transferred me to XXXX then on to XXXX then to XXXX then XXXX who educated me that I can't consider her staff responsible for their blunders and that the blunders were mine. I illuminate her it is not my job to train her staff on the assets and advantages in her area of expertise and that what she stated was unsuitable she then, at that point transfers me to the administration who gave me this stage to express my experience and pose the inquiries so here they are : 1.For what reason did USAA staff give me the wrong data since XXXX on the debt Protection plan when informed them I am XXXX and continued not to help me with assets that were a piece of my advantage which covered XXXX?
2.For what reason did the USAA staff deny me the advantage of the debt protection plan that I paid for in any event, when the contact log shows that I have called mentioning help?
3.Could USAA clarify the carelessness for me for such countless years and the negligence of their staff in any event, when they were informed?
My Resolution is for revolving debt on my USAA Visa to be paid using the debt protection procedure that will not harm my FICO score and that all installments made as of XX/XX/XXXX be refunded the load of installments would have not occurred if USAA staff had done their due diligence there would have not been such gross carelessness on the entirety of my account records.
|
| 07/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
|
|
I am writing this complaint and the faith that CFPB can assist me with a dispute a charge of {$300.00} to my debit card account on XX/XX/2022. Charges for goods were not the intended merchandised and delivery of property was different from that agreed upon with XXXX XXXX. The Washer and Dryer delivered damaged and the merchant refuses to take them back.
I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement.
I reached out to the financial institution on the day of the delivery on XX/XX/XXXX. XX/XX/XXXX the bank failed to protect me as a consumer under the ( REGULATION Z ) and the Fair Credit Billing Act ( FCBA ) which to protect me the consumer against inaccurate and unfair credit billing and credit card practices. I also enclosed numerous calls made to the merchant that day and also numerous complaints against the merchant Also I filed an Attorney General complaint against the merchant. I was able to recover a part of my refund due to two forms of payment methods XXXX and USAA. XXXX was able to recover a part of that refund but USAA refuses to dispute. Once I file the dispute I never received any Electronic or mail communication with the bank All information was provided orally. I never consent to bank communication to be sent on their website. I had to through several communications on their website to get whatever information they said they needed from me. USAA failed to assign the case to any analysis. I had to call several times in other to assign the case to someone and they finally did, they slapped me when did I return the merchandise to provide a written statement and I never received any communications from the Financial institutions. I have stated clearly that the merchant refused refunds and they refused to collect the broken items from my house I was in any capacity to take two XXXX washers and dryers to be returned. Merchant also did a swap two of my XXXX XXXX washer dryer which only my dryer was not working and when I made the purchase both him and I had agreed to take my washer and dryer and pay {$700.00} for a set of white washer dryer and the hope that what I paid him worked based of his words that he had two fully function washer dryer for {$700.00} however, both defected items. This Merchant XXXX XXXX has a reputation for unwillingness to resolve the dispute. In order for USAA not to dispute the charge, they prefer to yell at me, and hang up the phone on me, give me pushed back saying they are educating me on the procedures, refuse to transfer the call to the supervisor, state that they are not operating under any supervision. No legal document was sent to my house concerning the issue, requested for a supervisor to call and a dispute analyst to call, but nothing was done. USAA XXXXXXXX XXXX did nothing and ignored all of my requests. For them to dispute the charge with I tell me " I AM A VICTIM OF A SCAM '' they are telling me to state in writing when I returned the merchandise when I have clearly stated the merchant is not willing to return it. Once they provided provisional credit I went online through XXXX XXXX XXXX and buy myself a Washer with the provisional credit because I had no extra money to buy it brand new. Now USAA decided to deny the case and OVERDRAWN my account. I have no means to pay that or am unable to cover this overdrawn. On the same delivery day when the merchant brought the merchandise to my house, I reached out several times and sent pictures letting him know that the washer and dryer were defective. Also, I reached out to both USAA and XXXX to file the disputes Wholesaler household appliances in XXXX, Florida has Service options : In-store shopping Delivery Address : XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX : Closed Opens XXXX AM Wed Phone : ( XXXX ) XXXX Enclosed are copies of documents supporting my position and experience. Please correct the error on my account promptly.
|
| 06/30/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I am a victim of identity theft. The thief made fraudulent transactions on my accounts, in my name on my XXXX XXXX ending in XXXX issued by USAA. In accordance with section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ), I initially requested that USAA provide me copies of business records relating to the fraudulent account identified above. The law directs that they should have provided these documents at no charge, and without requiring a subpoena, within thirty ( 30 ) days of my request. Since my initial request on XX/XX/XXXX I have made many requests for these documents which as of XX/XX/2017 still remain unmet. My requests were for the following : Application records or screen prints of internet/phone applications Statements/invoices Payment/charge slips Investigators summary Delivery addresses All records of phone numbers used to activate or access the account Any other documents associated with the account Despite my many requests and even multiple USAA agents informing me the records would be sent to me months ago, I have yet to receive anything. I did receive a billing statement for the account in question which, which neglected to show the chargebacks to my account or explain the massive balance increase from the previous statement. Additionally, while this and my XXXX XXXX issued by USAA were under billing disputes they were closed and reported negatively. These actions violate several consumer protection laws. USAA claims in CFPB complaint XXXX reporting only accurate information. However, the visa card reported as being at or near it 's credit limit was in fact paid in full. The only remaining balance under {$600.00} of a {$14000.00} credit limit was in dispute. This is far from the state reported by USAA. The XXXX XXXX card was only over 30 % of the {$13000.00} credit line due to the chargebacks placed on the account by USAA, which were also under dispute. USAA has failed to supply an explanation for these actions which they have admitted to doing multiple times. Additionally, they have failed to supply a response as to why they neglected to report the accounts as being under dispute. In fact, they reported one of them as dispute resolved, despite not having informed me of such resolution. This has also gone unanswered for. USAA has also alleged the charge from XXXX XXXX XXXX XXXX was for a vehicle I rented and claimed on my auto policy. I have not claimed that rental on my auto policy and USAA also informed me the damage was found to be the responsibility of another. USAA claims the charges from XXXX XXXX are for a vehicle financed with USAA. However, I purchased my vehicle from XXXX XXXX, not XXXX XXXX. As far as their stating I am a XXXX XXXX member, that does not mean I made that transactions. USAA further states I made multiple claims of fraud, despite having been informed otherwise many times. They have been repeatedly reminded that the so called multiple claims where the exact same claim re-entered by USAA agents themselves as they were never able to correctly process all the fraudulent charges. Not to mention fraudulent charges were entered for 2 credit cards and my checking account as they were all fraudulently used at the same time. Additionally, my last report of fraud was not initiated by me, but at the suggestion of a USAA agent I spoke with regarding a billing dispute on my debit card. It was USAA who suggested I submit it as fraud. This charge was investigated and found in my favor. However, USAA makes reference to it as being the cause of their re investigation of a previously finalized case. This reversal of their previous decision was made a year later, in violation of the 90 day timeline provided to settle billing disputes by law. USAA has admitted multiple times to reversing the previous claim over a year after being informed of the billing dispute, yet not supplied a reason for ignoring the consumer protection laws which only allow 90 days for such action to occur.
|
| 12/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA is closing the checking accounts & debit cards for my XXXX son. I am his guardian in TX. I have several guardianship accounts that I manage for my son. We also had several non-guardianship accounts that my son used to manage his allowance and food money. USAA states that my son can not have regular checking accounts while he has guardianship accounts. This policy/decision is inconsistent with with the goals of guardianship.
As guardian, I must oversee all of XXXX financial activities. I provide oversight by having all of his income ( Social Security XXXX payments and income from work ) deposited into his guardianship account. My son has no visibility or direct control over the funds in his guardianship accounts. I direct the use of these funds to ensure that his basic necessities are paid for before other spending is allowed. Necessities include rent, utilities, renters insurance, food, medical care, etc. I am audited annually by the court on the management of XXXX XXXX.
In addition, I am required to provide as much financial freedom to XXXX as he can handle, consistent with the requirements discussed above. XXXX rights under his guardianship are explained in the Rights of Wards document issued by the XXXX XXXX, TX XXXX XXXX. In this case, the rights listed as # XXXX and # XXXX, directly apply.
XXXX to have a guardianship that encourages the development or maintenance of maximum selfreliance and independence in the ward with the eventual goal, if possible, of self-sufficiency ; 7. to financial selfdetermination for all public benefits after essential living expenses and health needs are met and to have access to a monthly personal allowance.
To provide XXXX with appropriate access to a monthly allowance, we set up XXXX checking accounts for XXXX to use. First is his general allowance account. He uses the debit card for this account to pay for transportation ( bus & XXXX ), entertainment, and personal wants and needs. Second, he has an account/debit card to purchase food. I monitor all spending in these accounts as required by the court.
By closing my son 's accounts, he has no direct access to any of his funds. In todays society, he must have a debit card, if he is to have any financial independence at all. Neither the public transportation system nor XXXX will take cash. His XXXX prevents him from driving. He orders his medications over the phone, uses his debit to pay his copay, and has the pharmacy deliver them to his apartment. He orders food and has XXXX and/or XXXX deliver it.
While we could use pre-paid debit cards, this is a much less desirable alternative. The fees are high, adding funds is often difficult, and providing oversight is nearly impossible. It is also almost impossible to get an " account statement '' that can be submitted to the court for the annual audit.
Having a non-guardianship checking/debit card account allows my son to use the bank 's phone app to check to see his account balance. This allows him to learn to manage his spending so that he does not run out of money before he gets his next allowance. He has no visibility of the guardianship accounts. Since I am listed as a co-owner, I can monitor all of the spending. In an emergency, I can immediately transfer money to his allowance if needed. I also have access to regular bank statements that I must provide to the court, as well as to the State when it is time to review/renew some of his benefits such as SNAP and Medicaid.
The view of guardianship of the estate that considers it is an all or nothing proposition is simply wrong. My son is a XXXX XXXX. If he where still a XXXX there are state and Federal regulations that allow parent to oversee minor accounts. The same should be true for the XXXX. How is my son to learn to manage money if the banking system does not allow him to have a debit card?
USAA has reviewed the attached documents and call today saying that they are proceeding with closing the non-guardianship accounts.
|
| 11/08/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On Friday, XX/XX/XXXX, I attempted to transfer funds to my USAA Regular Savings account which I have had since XXXX via their online website. I was unable to locate the account on their website in order to perform the transaction which seemed very strange to me. I contacted USAA and spoke to a Representative that was very confused as to what is going on. I explained to him that the account has a balance of approx. {$6400.00} and the last activity was on XX/XX/XXXX in which I had my 6 month annual auto insurance premium automatically taken out of the savings account. When talking through the issue, the Customer Service Representative acknowledged that the last statement I received, dated XXXX XXXX, had the correct balance but he had no idea where the account was and why I didn't have access to the account. We then identified that there was communication that was sent to me on XX/XX/XXXX that indicated USAA was sorry to hear of the loss of my deceased wife and she has now been removed from the account. ( Note my wife passed away XX/XX/XXXX of XXXX - more than 9 years ago ). Note that the name of the account is in the name of my trust whereas I am the sole trustee. I also received documentation on XXXX XXXX, XXXX indicating a change of address which reflected my correct address which had been changed back in XX/XX/XXXX and all statements received since have reflected the correct address. The Cust. Serv. Representative contacted his supervisor and after several minutes came back on the line and advised that the " back office team '' had been doing clean up work and never completed the job. He then proceeded in indicating that the issue would be resolved n 3-5 days because of the weekend. I was pleased with the help and felt I received good Cust. service although was very concerned as to why I did not have access to my funds.
On Monday XXXX at approx. XXXX XXXX XXXX I checked online and still no access to the account. I contacted USAA Cust Service again and was escalated to Membership Resolution team. I was told by the representative that there was a maintenance issue and that would take 10 days to resolve and I should have a response by XXXX XXXX. When I indicated that was unacceptable, I was informed that those were the " Policies and Procedures '' of USAA and nothing else could be done. I asked for USAA to contact me daily for an update and the Representative indicated she would mention that in the complaint but that it's doubtful I would receive any communication. The representative had no empathy towards the situation.
On XXXX XXXX at approx. XXXX XXXX XXXX, I noticed still no resolution and contacted USAA again for an update and was transferred to the Membership Resolution Team. I was informed at that point that the issue was that USAA removed my deceased wife and when doing so removed access to the account on line for me as well. He informed me that he has seen this a few times in the past and it was an easy fix " as simple as just turning on a light ''. When I pressed as to why then would it take this long to resolve I was informed that the back office may be very busy and it typically should only take 2-3 business days but it may take all the way up to XXXX XXXX for me to gain access. the Representative did reflect empathy towards the situation and provided me some comfort as to what the issue was and that it was an easy fix.
I find it unacceptable that a company of the size and strength of USAA would take several days to resolve an issue which was caused internally and not provide access to a Customers funds. I also find it unacceptable that no contact has been initiated by USAA on this issue and although most of the representatives that I have spoken with showed empathy towards the situation, one of the Senior Representatives did not and decided the best thing to do would be to mention Policies and Procedures. The issue is still not resolved, I still do not have access to my funds and I find that very concerning.
|
| 07/26/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I have been a consumer with USAA for over 15 years while serving in the XXXX XXXX XXXX XXXX
Several occasions since XXXX I have been having problems with USAA with XXXX paying bills on time as well with drawls being done on time. XX/XX/XXXX, I had more than enough money to pay a bill to XXXX XXXX in the Amount of {$2700.00} via XXXX XX/XX/2022, USAA denied the electronic ACH then charging me an XXXX Fee of {$29.00}. I also had money transferred into my account to make sure it was reflecting all amounts. I do have proof of all transactions. On XX/XX/2022, {$410.00} was to be automatically deducted from my account from XXXX. On XX/XX/2022. USAA said I did not have enough money in my account to cover and asceses me another {$29.00} On XX/XX/XXXX. XXXX I had complained to USAA about unauthorized charges on my account for {$79.00} from DC XXXX XXXX for the months of XXXX, XXXX, twice in XXXX. USAA credit my account. The situation was I purchased XXXX XXXX XXXX for {$99.00}. Onetime payment for a total of {$110.00}. I did not realize my account was being charged {$79.00} until XXXX. I contacted the Merchant and they refused to give me back unauthorized charges for {$79.00} XXXX. I immediately called USAA and explained to them of the onetime purchase I made on XX/XX/2022, and received from XXXX XXXX. The other charges were not authorized, nor did I give them permission or did I receive any additional merchandise for XXXX XXXX to deduct any money out of my account. This is FRAUD. USAA took my complaint and credit my account. I have my military checked deposited into my USAA account twice a month. On XX/XX/2022, USAA charged me {$79.00} x XXXX which caused my account to have a XXXX affect to happen. Not only did USAA charge me back the {$79.00} x XXXX. They then asceses me XXXX XXXX {$29.00} for one of several payments I made to XXXX XXXX on XX/XX/XXXX. On the XXXX XXXX XXXX they have a feature where you can pay each transaction called ( Pay it ). On XX/XX/XXXX I made XXXX transactions $ XXXX $ XXXX $ XXXX XXXX and {$61.00} to pay through XXXX XXXX All transactions was completed on XX/XX/2022. On XX/XX/XXXX I did another payment {$140.00} which was not completed until XX/XX/XXXX and was denied and denied again on XX/XX/XXXX. Which I was asceses XXXX both times. When money is in my account. USAA reopened my case on XX/XX/XXXX after I complained once again. I come to find out that my case was never investigated. I have submitted all documents to USAA. My account is continuing to deplete because of their negligence. My Car note was denied again. I am scared to put money into this account due to their lack of responsibility. I ask to freeze my account and was told no. On XX/XX/XXXX they reversed another amount of {$79.00}. I again called USAA to see what is going on and why would they charge my account again if I had submitted all the documentation. I asked to speak to the fraud department and was told no. I asked to Freeze my account and was told no. I had filed a complaint with the FDIC ( Case number XXXX ) hoping I can have some resolution. They had notified me the case was transferred over to CFPB. Even today XX/XX/2022, the disputes has not been updated. The status of all XXXX disputes state they have been resolved on XX/XX/2022. How can the dispute be resolved when I was told all XXXX cases would be reopened? Which means from the consumer standpoint USAA never reopened my case. Even if they did not get the documentation on time. My case is not resolved. Incomplete maybe! I am a consumer ; I do not know what goes on behind the scenes of any bank. All I know is what I am shown and what is shown to me is negligence on USAA. Please note I have uploaded more documentation showing USAA representative told me on XX/XX/XXXX, XXXX and again on XX/XX/XXXX by representative XXXX. Whom told me there was no assigned investigator on my dispute cases. but I should see something 7 to 10 days from when it was reopened on the XX/XX/2022.
|
| 05/02/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Confusing or missing disclosures
|
|
Web |
|
|
I went to rent a property I found on XXXX - a common site for matching buyers and sellers, but also one that is rampant with fraud - and reached what I thought was a fair price for a monthly rental of a property in rural Maryland. My wife and I are XXXX XXXX XXXX residents and the city has been hit hard by COVID, so we were looking for a place to escape high-risk XXXX while self-quarantining until it was safe to practice normal social distancing. I exchanged multiple emails with what I thought was a legitimate property owner, looked up the address online ( and even on XXXX XXXX ) to ensure it matched the property description, and received convincing responses to all my questions as well as a rental contract and payment receipt via email.
Knowing the inherent risks associated with sending money to a stranger, it makes sense to use a service with fraud prevention. Ordinarily I would use XXXX, as this transaction would be covered under their Goods & Services policy. The property owner requested I make a 50 % deposit plus a {$300.00} security deposit via XXXX, a money transfer service I had not heard of before but which actually turned out to be featured on my bank 's website ( USAA ) as their online payment partner. I would never send money to someone I don't know online via cash or a direct wire transfer, but XXXX 's affiliation with USAA gave me comfort as the bank offers strong purchase protections on my debit and credit cards with them. I felt comfortable making this transaction online - despite being unfamiliar with XXXX - because it was listed on the USAA website and appeared reputable. To be absolutely clear, I made the XXXX transactions via the USAA website - it was not a link, it was an actual feature on on USAA 's own website.
My deposit - {$1100.00} over the course of two transactions due to XXXX 's daily {$1000.00} limit - was sent, and I received a rental receipt from the property owner via email. About a week later and almost two weeks ahead of when we were scheduled to begin the rental period, I received a suspicious email asking for the balance of the payment ( the total amount would have been {$1900.00} but I did not make the final payment ). Because of this strange request, I immediately called USAA to report this suspicious activity and asked that they reverse or suspend the previous XXXX payments as this was clearly a scam.
When I called to report this, the USAA told me XXXX was a third party and they had no responsibility ( XXXX directs me back to USAA ). I don't absolve myself completely of blame ; even if it was convincing I feel foolish for being taken by scam and I'm now left scrambling to find another place to rent on short notice to get out of XXXX XXXX XXXX. I only transact online using reputable methods that offer protection against these types of scams and frauds.
When I reached out to USAA, their only response was to lecture me that I should have toured the property in person ( which is difficult for a rental that is 5 hrs away ) or had a proxy tour it ( not practical during COVID ), and to ( incorrectly ) tell me that XXXX purchase protection is identical to XXXX 's ( it's not - this would have been protected under their Goods & Services purchase protection policy ). USAA also informed me that the only reason they partner XXXX on their site because they have overwhelming requests from USAA members to offer the service, which I'm skeptical of since XXXX isn't exactly a household name - that would perhaps sound more plausible if XXXX was a better known service like XXXX or XXXX. USAA has refused to disclose to me whether there is any financial arrangement between the two companies. I'd like to know whether USAA accepts money for being a 'USAA partner ' or whether USAA is a partial owner of XXXX ( I know XXXX XXXX , XXXX XXXX , and others were originally part of XXXX XXXX original ownership group ). USAA isn't a public company, so I don't know where to go for this information.
|
| 05/28/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX, my wife, XXXX XXXX XXXX, received a call from USAA informing us that our USAA Platinum card was delinquent and requested a payment. She informed them that the only Platinum card we had was with XXXX XXXX and all of our accounts were current.
The operator then instructed us to log into USAA to view the statement as well as the history. We then ended the call, XXXX logged into her account and there was no indication of any platinum card on her login account.
I then attempted to log into USAA using my information ( my wife and I have two different usernames ) and was informed that my password was incorrect. I have used the same password for many, many years. So, I called USAA. I was informed that my account 's address and password had been changed and their records reflected me living in XXXX. Neither my wife nor I have traveled to, purchased from or have any connection with anyone in XXXX.
They went through their process to reset my account to accurately reflect not only the only address we have had since XXXX ( we have been married and living here since XX/XX/XXXX ) but also reset my password. I was then advised to sign on and access the account. I was also informed that the card was processed using my information and only with my name - not jointly. I have never had an account ( since we have been married ) in only my name.
When I logged in, I discovered not one, but two, transactions were made ( XX/XX/XXXX - {$18000.00} and XXXX - {$18000.00} ). First of all, we shop at thrift stores and XXXX- we would never make these purchases. We called and spoke with USAA several times and finally the account was frozen or closed and marked as being a fraudulent, identity theft case. Copies of two month 's statements is attached for your reference.
The account was referred to USAA 's fraud department at XXXX XXXX on XX/XX/XXXX through XXXX ( XXXX. #, XXXX ). As I am hard of hearing and my XXXX XXXX was rising as a result of this, I instructed ( and continue to do so each time we place a call with USAA concerning this garbage ) to speak with my wife. We were given the number XXXX XXXX XXXX XXXX for XXXX XXXX XXXX.
We were then referred to another team XXXX XXXX XXXX for debt solutions. We have also spoke with XXXX at XXXX XXXX XXXX ( another Fraud Department operator. We were instructed to contact the local police department here in XXXX, Colorado. They sent two officers ( one was XXXXXXXX XXXX XXXXXXXX XXXX. XXXX ). Their address is XXXX XXXX XXXX XXXX, XXXX CO XXXX. His number is XXXX XXXX XXXX. We were informed that they couldn't file a report since nothing had been taken from us. We were provided a flyer for Identity Theft Complaint but were informed there wasn't anything they could do. He then informed us to contact all three of the credit agencies, which we did, and let them know what had happened.
We then were contacted by our bank ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX XXXX XXXX XXXX ) informing us that there were two demands for payment ( received XXXX and XXXX ) for {>= $1,000,000}. We immediately went to the bank and had to close that account and open another account to protect ourselves. XXXX provided a flyer as well as instructions to reach out to the credit agencies as well. Again, we did this. A copy of the two demands is attached as a ZIP file.
Calls then continued to come in from USAA demanding payment. The credit card department ( if you will ) is separate from the fraud department and neither of them really connect. Over and over we have been informed that the Fraud Department is working on this. Now? Our credit rating has dropped XXXX points, USAA has turned this matter over to collection. What more can we do? I am retired, I have low income. My wife is nearing retirement. We both have health issues. Not that is your concern, but is it going to take one of us to pass in order for this to be resolved?
We truly have no idea what more we can do.
|
| 04/14/2018 |
Yes |
- Debt collection
- Mortgage debt
|
- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
|
|
Web |
Servicemember |
|
In XX/XX/XXXX, I took out a line of equity based on the value of my home in the amount of {$120000.00}. At the time I was employed and in good health and the underwriting was commensurate with me getting the loan.
This was a 15 year loan that had a maturity date ofXX/XX/XXXX. My income began to curtail in XX/XX/XXXX with complications with my XXXX. I am a Veteran, but these injuries were not service related. So I incurred significant medical costs. However, I maintained my loan. My health worsened, with XXXX issues that lead to me having a XXXX XXXX, then later, I was diagnosed with XXXX and went through XXXX XXXX for XXXX. None of these conditions could be treated by the Veterans Administration Hospital, and I had to incur the expense, and I had no support system at the time, so I also curtailed my hours at work significantly to recover.
My last payment accepted by the servicer was about XX/XX/XXXX. I did not file bankruptcy, or do anything else to accelerate the lien, and I maintained communication with the servicer. I was never offered any loss mitigation options such as a modification of the loan or forbearance plan, and they were fully aware of my condition.
InXX/XX/XXXX, the servicer USAA sent a XXXX to the IRS and myself for {$97000.00}. This inherently generated taxable income for me. They did not show any attempt to try to recover money or act on the lien and seize my property through foreclosure. However, communication stopped, and I had no idea that they were still retaining the lien on my property with the intent to seize it years later. Now, after my property has appreciated significantly, they have decided to foreclose on the lien which will net them nearly twice what I owe them, and it will give me no opportunity to satisfy the debt or save my home.
I am currently doing part time work as a XXXX XXXX and receiving an annuity. My credit score exceeds 620, and I am eligible for a VA Home Loan Guarantee that would allow me to repurchase the loan with no money down, and make USAA the primary lien holder and not a Substitute Trustee trying to seize my property illegally. If their intent was to satisfy the debt, I had and still have that ability for the amount that I owe. But their act in bad faith, was to acquire the property after generating over {$80000.00} in revenue from payments, and still get a property likely worth than more than twice the value of the loan itself based on its location and market conditions.
The lien is nearly at term and older than 12 years, and should have been extinguished when they decided to cancel the debt, and not work out loss mitigation with me.
This is no longer a demand for payment, as they cancelled the debt inXX/XX/XXXX reported it as cancelled revenue to the IRS, and waived rights to collect it therefore making it taxable income to me. Therefore, their demand for payment in the North Carolina Foreclosure procedure was done in bad faith, and therefore, this lien should be removed as punishment giving them no right to foreclose.
This foreclosure filing is a direct threat, and the casualty will be me losing equity in my home and becoming homeless. USAA should not be allowed to retain this lien and be allowed the profitable revenue that will be associated when they either sale or acquire my property. The fear of losing my home has triggered incredibly serious medical issues that I have already, and it is causing me even more suffering.
Even the attorneys in this case, had filed a motion to withdraw as counsel, because they see the inconsistencies, possible fraud, and bad ethical practices used by USAA in this matter. The servicer knows how much they are owed, knows how much they waived, and knows how much they stand to gain from the property seizure. Please do not allow me to go unprotected and abused by this company for monetary gain for an entity that is already striving. It will normalize a culture of this practice and harm many people in its wake.
|
| 06/26/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
My XXXX American Express ending in XXXX. It has been 7 weeks and American Express has yet to resolve this dispute even though I have given them all of the following information that explicitly includes who has the item that was erroneously shipped using an old address of mine. Either the XXXX XXXXXXXX XXXX system used an old address or when I submitted the payment through XXXX they used an old address of mine. This had to be a system error because both website had my updated address. At any rate, the following clearly explains where the item is, yet no one seems to be acting on it. All I get is American Express continually asking for redundant information that I have already provided through XXXX, who in turns sends it to American Express who services this XXXX credit card. XXXX has told me they have sent all of the following information to AMEX # 1 ItemXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Ordered electric guitar through XXXX XXXX XXXX on XXXX XX/XX/2021, XXXX said it was delivered on XXXX XX/XX/2021, however they did not require a signature and I never physically received the item. I contacted XXXX XXXX customer service at XXXX and spoke with a XXXX at XXXX about the situation. She told me not to worry, that I wouldnt be charged and she told me she was directing her shipping people to run a trace to retrieve the item. She said it may take some time to resolve this so I let her know I would be contacting my credit card company and file a dispute. I did this because sometime people do not always follow up when resolving issues like this. She said if there were any questions that to contact her at XXXX XXXX. As of today, I still have not heard back from them. If they record their conversations as part of their quality control then you will be able to hear for yourself the whole situation.
Thank you, XXXX XXXX XXXX XXXX # 2 XXXX XX/XX/2021 Dispute With XXXX XXXX Item shipped to wrong address Point of Contact XXXX Phone XXXX Dispute With XXXX XXXX XXXX, a manager with the XXXX XXXX contacted me last weekXXXX XXXX. about the guitar that was shipped to the wrong address. She said the person who it was delivered to contacted them to let them know about the shipping error and that they had the shipped item in THEIR XXXXOSSESSION.
She said she would be contacting XXXX to pick up the item but did not say whether it would be then shipped to me or if I would have to reorder the item.
Today, I left a message with XXXX to contact me in an attempt to follow up and ascertain the disposition of the item in question.
.
As of today, the dispute is still valid as I am waiting on the XXXX XXXX personnel to detail to me the resolution of the guitar priced at {$1000.00}.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX # 3 XXXX XX/XX/2021 UPDATE.
I HAVE LEFT 3 MESSAGES FOR XXXX AT XXXX BUT NO RETURNED CALL. AS I STATED IN PREVIOUS LETTER, THEY HAVE FOUND WHO THE ITEM WAS DELIVERED TO, HOWEVER, THEY ARE NOT RETURNING MY CALL. I ASK THAT YOU TRY CONTACTING HER AT THE NUMBER PROVIDED. ALSO, CAN SOMEONE LET ME KNOW IF THEY ARE IN FACT RECEIVING MY ALL OF MY PAST CORRESPONDENCE?
THANK YOU, XXXX XXXX XXXX, ItemXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # 4 All concerned, XXXX XX/XX/2021 I am perplexed as to why this dispute has not been closed yet and resolved in my favor. I have given you ample proof that I never received the item I paid for. I grow tired of waiting because I still need to purchase the item I never received. I am extremely disappointed in the lack of communication from XXXX. I have been given zero feedback on this dispute. When I contacted credit services through chat services, they could not give me any update on this or if dispute has even been worked. 6 weeks later and nothing!
XXXX XXXX XXXX In summary, Items numbered 1-4 were all uploaded to XXXX in which according to XXXX is forwarded to American Express. I am not sure what more proof is necessary showing I never received this item.
|
| 02/24/2023 |
Yes |
- Debt collection
- Federal student loan debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX XX/XX/XXXX Dear XXXX XXXX XXXX XXXX XXXX XXXX : We regret to inform you that your employment with The XXXX of XXXX XXXX, XXXX, Texas XXXX Title Coordinator is being terminated, effective XX/XX/XXXX. You are being terminated for the following reasons : Layoff Force Reduction Poor Performance You Freely Entered Into A Signed Written Contract Between You And The Title Company Regarding A Non-Compete Agreement On XX/XX/XXXX, At The Time You Accepted Employment With The Title Company. This Agreement Stipulated That You Not Compete For A Period Of XXXX Years Independently Or Through A Competitor Of Explore Talent Within The XXXX States Of America.
More Specifically, Your Non-Compete Agreement States That You Will Refrain From Any Direct Or Indirect Contact With Current Employees, Vendors, Consumers Or Any Other Individual Entity Maintaining A Contractual Relationship With Public Works That Develops, Manufactures, Markets, Distributes And/or Sells Any Products/services Provided By Or For The Title Company.
It Has Come To My Attention That You Are Now Working With A Competitor Of The Defendant ( XXXX ) And Have Been Soliciting Business From Consumers And/or Business Associates Of The Title Company . As You Are Aware, Soliciting Consumers Or Associates Of The Coordinator Is A Breach Of Contract And A Direct Violation Of The Non-Complete Agreement Signed On XX/XX/XXXX, And Thus You Are Interfering With The Agreements Established Between The Title Company And Its Customers/business Associates.
In Addition, Your Current Employer, XXXX XXXX XXXX, Is Also Interfering With The Agreements Set Forth And Established By XXXX You Are Hereby Requested To Cease And Desist Any Further Solicitation Of Current Resident ( XXXX ), Vendors, Customers Or Any Other Individual Entity Maintaining A Contractual Relationship With XXXX XXXX. Failure To Comply Will Result In The Obtainment Of A Temporary Restraining Order In District Court Against Both You And Your Current Respondent And The Filing Of A Motion For Breach Of Contract Seeking Monetary Damages, Courts Costs And Attorney Fees.
It Is Not My Wish To Seek Legal Recourse ; However, I Will Vehemently Do All That Is Necessary To Protect The Title Company Interests.
Please Note This Letter Will Be The Only Warning Provided. THEREFORE, You Are Hereby Requested To Immediately Cease And Desist Any Further Breach Of Oath And Within XXXX Business Days, Or No Later Than XX/XX/XXXX, And To Return The Signed Written Assurance Below Affirming That You Will Refrain From Any Further Acts Of Breach Of Oath With Regards To Your Signed Non-Compete Agreement.
You were issued written warnings, including but not limited to warnings for the termination reasons listed above, on the following dates : XX/XX/XXXX, and. We have on file, copies of these warnings, signed by you and which have been placed in your personnel file. Each warning issued indicated the existing problem at the time which was discussed with you and your manager, the steps which needed to be taken to improve your performance, and then signed off by you at the end of each warning discussion. As stated in your final written warning notice, you were required to take the necessary steps to correct the issues by XX/XX/XXXX. Your failure to correct the issues has resulted in your termination.
You have the right to appeal this termination by returning a written notification of your intention to appeal this matter to XXXX XXXX XXXX XXXX XXXX in the XXXX XXXX Department no later than XX/XX/XXXX.
Failure to submit a written appeal notification by the deadline provided shall constitute a waiver of the right to appeal.
For additional information regarding termination of your employment, please refer to the following included enclosures : Class Action Settlement Sincerely, Title Coordinator cc : Securities And Exchange Commission
|
| 03/04/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Starting XX/XX/XXXX, and continuing through XX/XX/XXXX, my husband and I have been fraudulently charged on my USAA Visa Signature credit card for three transactions via XXXX at least eleven separate times. The three transactions always have the same transaction ID - XXXX ( for {$13.00} ) and XXXX ( for {$11.00} ) and XXXX ( for {$13.00} ). It is important to note that neither I NOR MY HUSBAND have EVER used XXXX for any purpose. We have never provided card information to XXXX for any purpose.
I called USAA immediately after seeing the fraudulent charges on or around XX/XX/XXXX. They cancelled both of my cards ( two cards with different numbers to same credit card account ). Both cards were used at XXXX in the same day. After I cancelled these cards, I did not activate the new cards that were sent to me by USAA because I continued through XXXX and XXXX to see " Declined-Unauthorized '' charges ( with same transaction IDs and amounts listed above ). I was nervous to activate my new cards.
My husband and I decided to transfer our balance from this card to interest-free promotional cards through other banks in order to pay down the balance faster. So we had to activate the cards about two weeks ago. Today, on XX/XX/XXXX, I got text notifications that my NEW credit card number ( two credit cards with different numbers to same account, again ) had been used. I checked the charges, and it was again to XXXX with the same transaction IDs as before.
I called my bank in a total rage, and was elevated to the " Executive Resolution Team ''. They told me that merchants such as XXXX participate in something called VAU - Visa Automated Update program. This allows XXXX to receive any new card information for an account with a recurring charge from Visa when a card is cancelled - EXCEPT we have NEVER provided information to XXXX and we have no recurring transaction accounts with them. To further illustrate this point, when I call XXXX to complain and try to make these charges stop ( which I have done four separate times ), I provide them with the transaction IDs, and I am unable to verify any of the account information they " require '' to assist me. My name and zip code do not match those on file ( BECAUSE IT'S NOT ME ) and they refuse to elevate my issue to a supervisor or to an account security specialist.
I was basically told today, that it appears that XXXX, who is required to submit a packet of information to VAU on recurring payment accounts, to show that they qualify to receive our new credit card numbers - in order to update their system, and continue fraudulently charging us. Because we have never utilized XXXX services, the packet of information that they are providing has to be falsified. We have never had recurring payments through XXXX.
Today on the phone with USAA ( card issuer ), I was told that I can not opt out of VAU through them ( my bank ). I was told to call XXXX directly to opt out by USAA. I was on hold with XXXX for approximately 20 minutes while someone 'worked on my issue ', was told that this is an issue for my bank to fix, and was hung up on. XXXX continues to tell me that I need to call my bank, and that because the charges are fraud and I'm not actually being charged, it's 'not a big deal ' and that I should continue cancelling my cards each time there is an unauthorized charge.
I feel that my only course of action now is to pay off the card ( I will have it paid off next week ) and close the account. We are a young family, and this is our oldest credit card, so it will significantly harm our credit score if we get rid of it.
I just want these charges to stop, and I am at a total loss of what to do. I feel like everyone is passing the buck. XXXX, and the California Attorney General ( because XXXX is HQ in CA ) have told us to " get an attorney ''. I am not hiring an attorney to fix a problem that I had nothing to do with. PLEASE, PLEASE, PLEASE help us!!!!
|
| 06/01/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Servicemember |
|
I was a victim of a XXXX XXXX XXXX scam, I was sent a complete application packet after I thought I was being interviewed and thought I had a legitimate job. I was sent three different checks to purchase equipment for my home office and software that would be downloaded to a laptop that was being sent to me by the company. I have been out of the job hunting for nine years and I placed my resume on nine years and that is where they advised they pulled my resume from I feel I was an easy target because I was out of the workforce for so long the first check was for {$4700.00} and I was told to wire it to XXXX XXXX at XXXX. The person who acted as the human resources supervisor was XXXX XXXX XXXX. I received the checks by email from XXXX I was advised to wire the funds of {$2200.00} and {$1800.00} on XX/XX/XXXX for the laptop software, I was then told that they also needed me to XXXX funds to a XXXX XXXX for {$950.00} on XX/XX/XXXX and {$750.00} on XX/XX/XXXX. The scammer asked me to forward the sent information and advice they needed to send another check for the equipment for the office set up they sent a check for {$5100.00}. I became suspicious when I saw that the company was in a different time zone and the fact that there were sending me checks but I had not received a laptop, I contacted my bank on XX/XX/19 and a form was completed with the information I provided I continually reached out to USAA and I was told that someone will get back with me in XXXX to XXXX business days but I continued to reach out because I was not aware of my next steps and no one contacted me to advise me of what to do next finally today I got information that it was closed after the investigation and they put my account in credit only because they never reached out to me and I have all the information still the USAA rep I spoke with today reopened it and sent me over to the wire department they opened two files for both wires and this was the first time I have ever heard that they had a wire department when I made my first report I advised everything that happened and I know it is no one fault that I was scammed but I thought a bank I have been banking with for XXXX years would look out for me and provide me with what to do next I have in turn received the runaround and my husbands Veterans XXXX check was applied to the negative that was on my account I was advised by USAA it can't be reversed I also had a loan for {$1200.00} that was deposited in the account and I was advised by USAA there was nothing that could be done this was after I filed the Fraud. USAA was not helpful until today when I received two customer service representatives that went out there way to help and filed another incestigation for the case being that USAA did not contact me at all nor did they communicate with me around the case or contact me. I still have the application packet emails and and the XXXX conversation. I was advised by three customer services representatives that I would have to pay the funds I wired out back and I was told by the customer service representative that filed the complaint that I wouldn't be responsible I have received the run around concerning this issue and I am afraid now that there is no way XXXX will be able to stop the wire on their end becasue it wasn't done when I filed the first complaint on XX/XX/19. I was provided case numbers with USAA this time which I wasn't provided at anytime. I do not want this to happen to anyone else with XXXX XXXX XXXX or USAA individuals who have never committed a crime would not know what to do in cases such as this and when you are unaware that their are people that are lurking to prey on people such as myself that just want employment and have not been looking for a job. I want to make sure that XXXX Therapeutics know that these people are using their logo on documents to scam indivdiuals. The individual XXXX XXXX XXXX was providing instruction on XXXX.
|
| 08/31/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/2021 I sent {$1000.00} via XXXX through my USAA banking app on my phone and XX/XX/2021 I sent the remaining {$150.00} through XXXX using it inside my USAA banking app to a couple who we supposed to be dog breeders in Oregon. XXXX limits transfers to {$1000.00} a day so thats why there was two done. The first {$1000.00} was to the husband XXXX XXXX via XXXX email XXXX and the second {$150.00} was to the wife XXXX XXXX at XXXX. The money was got a XXXX XXXX puppy. I talked to these people, emailed with them, they sent pictures and videos and I even checked the website https : XXXX for complaints and on XXXX and there was nothing. I also thought using XXXX through my bank USAAA made it safer. Ive never used XXXX before this and I have since removed my information from XXXX because Ill never use it again. Nevertheless, the day after on XX/XX/XXXX I was due to have my puppy shipped. On the evening of the XXXX I was sent a courier tracking number via XXXX XXXX XXXXXXXX. I checked that website and it too checked out. So, the morning of the XXXX I get a text from the air courier rep XXXX, stating that I needed to rent a special pet crate snd it was going to cost XXXX more dollars and this money would be returned upon delivery of the dog. Thats when something said, no, this isnt right. The courier rep XXXX got smart with me and then threatened me that if I didnt pay the extra money then, Id be fined {$1000.00}. I tried countless times to reach out to the dog breeder and nothing. I had never used XXXX and I thought using it through USAA protected my money. USAA filed 2 fraud claims and XXXX responded to USAA by saying they werent returning my money and that I was responsible for getting it back from the recipients. They said the recipients bank refused to return my money and would not tell me who the recipients bank was because of privacy! Privacy! These people stole {$1100.00} from me and sent no dog and they have a right to privacy. USAA told me to call XXXX and see what they can do or to call my police and file a police report. Meanwhile these people still have their site up and are still stealing money from people. Ive reported it to IC3 as well.
The two XXXX payments are XXXX ID XXXX XXXX ID XXXX I had registered to use XXXX via USAA with my email XXXX year ( s ) ago when it was first offered and never used it. I also used it to do these payments via my cell phone so beings I was already registered I didnt see or read all the agreements again. I put in my cell phone to get a code sent and then it came up. Still, inside of USAA app where I thought I was protected by my bank. Ive filed claims via XXXX fraud site 4 times and they still wont refund my {$1100.00} nor will they give me any information to the individuals that stole my money so I can press charges. So XXXX is basically ENABLING these imposters to steal innocent peoples money, even after theyve been notified by my bank and myself multiple times that these charges are fraudulent. I was conned out of my money and Im sure others have been and nothing is being done to stop them. XXXX needs to be shut down and they need to release the receiving banks information so I can press charges. I cant be the only person and IC3 has done nothing to shut down this site either. Its still up and running. I want XXXX held responsible for enabling criminals to steal and extort money and not do anything to help get the money back. If someone brings fraud claims XXXX should demand those funds be returned anc return those. I want my {$1100.00} returned to my USAA checking account and I want these two Imposter Dog Breeders Charged. I need your help to get my money back. It was all I had in my savings for a new dog for my kid since my other dog died. This isnt right. If I had known USAA didnt protect me, I would have NEVER USED XXXX. I told USAA they needed to stop offering XXXX inside their banking app if our money isnt covered.
|
| 09/27/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I drafted a convenience check against the above credit account in the amount of {$10000.00}, subject to 0 % APR through XX/XX/XXXX. This convenience check balance is referred to as a promotional balance transfer on my statements. In the subsequent months, I made minimum payments on this balance, plus additional payments to cover the amount of any new purchases.
It appears that, from at least XX/XX/XXXX, USAA applied my payments to the promotional balance transfer amount, before applying the payments to my new purchases. However, page 14 of USAAs Credit Cardholders Agreement states that [ a ] mounts paid in excess of the Minimum Payment are applied to the balance with the highest APR. This is the same language as required by the Credit Card Accountability Responsibility and Disclosure Act of XXXX.
Payments that I made from XXXX to XX/XX/XXXX should have been applied first to any new purchases on each statement, as these balances were subject to interest ( due to being outside of the grace period ). Instead, USAA used these payments to reduce the promotional balance transfer amount that was not subject to interest.
The net effect of this error is to subject a greater portion of future balances to interest. Indeed, I was charged more interest on my XXXX statement ( {$18.00} ) than on my XXXX statement ( {$14.00} ), despite having paid for all new purchases in the intervening period and having charged less new purchases in XXXX ( {$820.00} ) than in XXXX ( {$2000.00} ). Even more counter-intuitively, USAAs method of applying my payments will result in me incurring interest going forward, even in months in which I do not make any new purchases.
I called USAA on XX/XX/XXXX several times. Generally, representatives were unfamiliar with how USAA calculates account interest or the order in which USAA applies payments to accounts. After hours of phone calls, I got no clear explanation on how the interest was derived on my statement or would be calculated on future statements.
I believe the correct promotional balance transfer amountthe amount not subject to interest during the promotional period as of XX/XX/XXXX, should be my current balance of {$9300.00} ( {$10000.00} minus all payments made above purchases ).
I asked USAA to make this correction as soon as possible and respond in writing.
I mailed a letter regarding this matter to USAA ( USAA Credit Card Services, XXXX. XXXX, XXXX XXXX, TX XXXX ) on XX/XX/XXXX. I received a phone call from USAA on XX/XX/XXXX where I again asked for a written response regarding the disputed interest. To date I have not received any written response.
My XX/XX/XXXX statement shows interest charges of {$17.00} even though no purchases were made during the billing cycle. This interest is only on previous purchases that are apparently accruing interest because my payments were applied to the 0 % APR convenience check instead of the new purchases that were subject to a higher interest rate.
I called USAA on XX/XX/XXXX ( approx. XXXX Eastern ). " XXXX '', the representative said that balances and interest were not split ( despite my statement splitting balances and interest ) and that this is just what happens with this 'type of program '. She claimed that 'highest APR balance ' meant 'oldest balance ', even when I explained how that would not be true in this case. She said that she didn't see my letter and I would have not gotten a response anyway because there was " no bank error ''. Overall, I felt she was very rude, often speaking over me.
Even though I believe that the interest calculation is wrong, USAA 's cardholder agreement also says that the first {$50.00} of the claimed 'error ' is waived when they don't process complaints correctly, pg. 21 ( like not responding to charge dispute letters within 30 days ). Even if XX/XX/XXXX is the earliest they processed my dispute letter, we are quickly approaching that mark.
|
| 07/30/2016 |
Yes |
|
|
|
Web |
|
|
My husband and I are USAA members. We have been insured by USAA ( homes, cars, etc. ) for approx. 20 yrs. In XXXX XXXX, we both received email solicitations to apply for a USAA Visa signature credit card with a special offer of 0 % interest on transactions until XXXX/XXXX/XXXX. The solicitations both mentioned no fee transfers and 0 % interest on such transfers until XXXX/XXXX/XXXX. We applied for the card and received it. Primary applicant was my husband. Shortly after receiving the card, we received convenience checks to be used for balance transfers. Before using a convenience check, I called USAA and spoke with representative named XXXX, ID No. XXXX. She assured me that these convenience checks were covered by the offer terms in the emails we had received - her assurance was that as long as the check posted by XX/XX/XXXX, the 0 % interest feature would apply through XX/XX/XXXX ( as per the offer in the email received by me and the offer in the email received by my husband ). I have provided both of these emails to USAA on several occasions. USAA has confirmed during my attempts to resolve this matter that their records reflect my conversation with XXXX on XX/XX/XXXX, and their records confirm further that XXXX told me the convenience checks could be used with the 0 % interest feature. In reliance upon this representation, I used XXXX of the convenience checks. However, USAA has refused to honor the terms under which we applied for the credit card ( in the email offers, which I provided to USAA during my attempts to resolve this matter ). USAA has charged us interest and late fees in excess of {$200.00}, which will only continue to compound since they are refusing to honor the terms under which we applied for the card. I have spent approximately 5 hours in email exchanges and telephone conversations with USAA representatives attempting to resolve this matter. I have repeatedly sent them the email solicitations to verify the terms of the offer. On two occasions when I called after uploading the documents via the USAA website, they told me they had not received them. However, I had confirmation from their website that the documents uploaded successfully. The last step in this very unpleasant process to resolve USAA 's failure to comply with the terms of its offer involved my very lengthy discussion with a member of USAA 's Executive Resolution Team. Her name is XXXX ', ID No. XXXX. She submitted this matter for review. Several days later, and outside the timeframe in which I was advised USAA would respond, I received an email response from USAA indicating they would not honor the terms of the credit card offer under which we had applied. USAA insists we applied for a card with a different offer, but that is not the case. The email to my husband and the email I received contained the same terms - e.g., enjoy a 0 % introductory APR through XX/XX/XXXX on balances transferred before XX/XX/XXXX. Our balance was in fact transferred prior to XX/XX/XXXX. USAA has indicated that federal law prohibits them from honoring the offer we received. This seems like a bait and switch scenario. I have attempted in good faith to resolve this matter with USAA and received only a very time consuming runaround. Our excellent credit rating has been harmed by USAA 's actions. We feel powerless at this point. We responded to USAA 's solicitation, received verification from a USAA rep ( XXXX ) prior to using a convenience check to take advantage of the 0 % offer, USAA admits that we relied to our detriment on XXXX 's confirmation of the offer ; nevertheless, after charging of excessive amounts in interest and fees, USAA now informs us it will not honor the terms of the card for which we applied, and it will not honor the representations of its representative. Significantly, we applied for the card by clicking on a link in the email offer. Nevertheless, USAA insists we did n't apply for that offer.
|
| 04/06/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
|
|
I have had a checking and savings account with USAA for at least 5 years. I have had little issues here and there that were either resolved, or I lived with them. As of XX/XX/2016 someone hacked my bank account and changed all my personal information on my account. I initially received an email stating my email had been changed, but when I logged in nothing seemed to have been changed. I shrugged it off as a computer issue. The next day I received another email that something else had changed. This was late at night, so I figured I would call USAA the next day to figure out what was going on. By this time my account had been completely hacked and changed so much that I could not even do a basic password retrieval. My phone numbers, and emails were changed which is how I would gain access. I had a mobile app too, which did not allow me to log in after my account was hacked. When I called USAA they asked me for a special number that would be on the mobile app, but due to the hack the app had been disconnected from my name and account so I did not even have the option to view this code. Once they attempted this method of account retrieval it would lock the USAA rep out of my account, and the ONLY way for them to assist me was to have me call back. Each time I called the hold times increased. Eventually I spoke with a rep whom I asked to transfer me to a manager. The rep and manager both told me the same exact thing ; I would receive a call in 48 business hours. I waited 48 hours and did n't receive anything so I began calling them. It took me 5-6 calls and XXXX-XXXX reps ( each rep locked themselves out and asked me to call back due to the mobile app number method not working ) and XXXX manager to make a tiny bit of progress. The manager was able to bypass the mobile app code and give me some information. He provided me with the number that was added to my account and the emails. Knowing how identity theft works ( I have an XXXX background ), I did not expect much of those numbers and emails. The number had already been disconnected and I did n't bother with the emails. The manager was able to tell me that I had a balance of $ XXXX dollars at that time. The first call was on XX/XX/XXXX when I spoke to the manager that assisted me a tiny bit it was XX/XX/XXXX. So they had known since XX/XX/XXXX that my account was hacked and that I had XXXX access to it, and no way to stop these criminals from doing what they want with my account. The manager informed me that they would get to work on fixing the issue. Also, he informed me that USAA was " protecting '' me in all of this by asking me for this mobile app number. I explained that locking me out of my account and placing ALL of their security on a mobile app number is not protecting me. All the time I am spending on the phone and waiting for call backs, these criminals have free reign of my account. On XX/XX/XXXX I was called and they asked me about some transfers and transactions. I was told I would get any money back that was taken from my account, but at that time my account was still free of fraudulent charges. Mind you, they still did NOT lock my account or change my account number. Now on XX/XX/XXXX I decided I would call them again because I had not heard ANYTHING since XX/XX/XXXX. Sadly, I was right back at point A. The rep who answer was FROM the fraud/authorization department and she immediately locked herself out of my account even after I warned that I did NOT have this mobile app code. She asked me to call back. I asked to speak to a supervisor. I asked for someone in a position to fire her, so I know I had a supervisor above her. She was unable to transfer me to anyone above her. She told me I should receive a call in about 3 hours. That was at XXXX on XX/XX/XXXX. Now it is XXXX and I have received nothing from USAA. Now my account is - $ XXXX and I still do not have access to my account. My rent is due, my bills ar
|
| 04/18/2017 |
Yes |
|
|
|
Web |
Servicemember |
|
To whom it may conc ern My complaint is about rewards credit card issuers not being clear in their rewards term and conditions as to what qualifies for rewards and what does not. My research on the internet suggest that most issuers use the same or similar language and yet there is disparity between each 's understanding and willingness to pay rewards ( cash ba ck or points ) for certain transactions. My complaint stems specifically from a transaction on a USAA c redit card, however after further research I have found the issue most likely spans the credit card industry. On XXXX XXXX I paid my Federal a nd Colorado taxes through an online payment company using my USAA c redit card. The relevant portion of the rewards terms and conditions for that card states " Qualifying Purchases are the Purchases that post to your Account, less any Purchase cr edits, returns, or other adjustments that are not payments. Qualifying Purchases do not include : Balance Transfers, Cash Advances ( including Convenience Checks ), ATM Cash Disburs ements, Money Transfers, Truck Stop Transactions, Gaming Transactions, Finance Charges, Fees, and purchases of other cash equivalents, ev en if used to purchase goods or services. Transactions that are not Qualifying Purchases do not earn any Cash Back. '' Due to the listing of transactions that do not qualify as a purchase I understood their definition of 'purchase ' to be expansive and since tax payments was not listed there, I mistakenly believed that tax payment would still count. In addition other banks such as XXXX XXXX and XXXX that use similar language on their websites also have language that suggests that paying taxes with their credit cards would earn points. Finally both the XXXX and XXXX XXXX company website suggest that paying taxes with a credit card earns rewards from the card issuer if the card is in a rewards program. For all these reasons, I felt safe in assuming that such a payment would render a certain amount of cash bac k and offset the servicing charge levied by the online processor. ( the card used was a cash back card ) How eve r, USAA decided to not pay a reward for th e Federal Ta x payment. ( although they still did for the Colorad o State tax payment inexplicably. ) When I called to question the lack of a reward they gave me several explanations. After I pointed out logical flaws in each they finally settled on the explanations that payment of taxes is not a 'purchase ' since nothing was received. I argued that the industry use of purchase is expansive but even if it was not I did purchase the service of having a middle man pay my taxes electronically for me. To which the person I was speaking with replied that services do n't count either. After further pushing that obviously incorrect statement it became clear the person I was speaking with did n't really understand what a good or a service was and refused to let me speak with someone higher so I was stuck with his final position. Again, the key point of my complaint is that especially since a large part of the credit card industry seems to consider paying taxes on a credit card to be a valid way to earn rewards, aka a qualifying purchase, it should be on the issuer to make clear in their rewards terms and conditions that they do not hold the same belief especially since contracts are interpreted against the drafter when there is such ambiguity. USAA an d likely o ther Card issuers is sues seem to be using the ambiguity in their terms and conditions to make arbitrary decision about when to pay out an award and when not to. To be sure, I recognize that a company can not be expect to account for every eventuality in their terms and conditions. However, as noted above several companies have predicted that consumers would use their products to pay taxes and found it worthwhile to address that issue on their websites.
|
| 01/05/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
XXXX XXXX, XXXX I logged onto my USAA account, per usual, and through sheer luck noticed a small link at the bottom right, greyed out but it said, " hidden accounts ''. I had never seen that before so I clicked on it. It immediately showed a personal loan for {$2500.00} and a checking account for {$5000.00} which had already begun showing negative. However, my usual checking account, savings account, CD, and credit card were never affected. I never opened those accounts and was never contacted or notified they had been opened, so I immediately called USAA. The fraud dept stated they would run an investigation and I should hear from them in 24-48 hours. In the meantime, my account access would be on hold. I asked if I should contact police and was instructed not to do so yet and to wait for inquiry to be completed as I would need that info to file a police report. After 48 hours, and not having heard anything from bank, I contacted USAA and was bounced around to several depts, as well as several reps. In all it took 3.5 hours to speak with someone who stated the investigation was still underway and that I would have no access to my money until internal inquiry was completed. They then informed me there was no way of knowing how long that could take and that they apologized for the fact I was going to be evicted due to not being able to pay rent. I called nearly everyday to find out what was going on, and nobody would answer me. They kept telling me it was out of their hands until the investigation dept told them otherwise. I called again on the XXXX of XXXX. The rep stated the inquiry was complete and that USAA would no longer be doing business with me. My accounts would be closed and my money mailed to me within 30 days. Once again, nobody was able to explain anything or any justification of my account closing or status of inquiry. XXXX XXXX, after having filed a police report was contacted by Detective who said he spoke with USAA investigation unit and was informed account had been closed due to loss of over {$5000.00}, but that inquiry did not show fraud on my part and I would be contacted soon. XXXX XXXX, received letter from USAA stating account was not fraudulent and I was being held responsible for checking account which had now been allowed to go {$8000.00} into the red. Contacted Det. who was furious as he had been lied to. He contacted USAA who informed him they did not believe I had opened account but stated I must have given account info away on purpose as there was no way anyone could possibly hack the account on their own. The police report was filed with all info covering my side of story. XXXX XXXX, XXXX letters received from USAA stating I 1 ) needed to pay on both {$8000.00} checking as well as {$2500.00} dollar personal loan within 30 days or I would be reported to Credit Bureaus and legal action would be taken, and 2 ) If I wanted access to the information used to decided my guilt then I could contact the number given. I contacted USAA with the number given and after XXXX different individuals, eventually spoke with XXXX ( supposedly an executive with banking in XXXX XXXX ) who told me they would not relinquish any of the findings of the report to me but only to a legal representative, such as the detective I mentioned. He actually laughed when I asked for his direct number. So it is the XXXX of XXXX, XXXX and I still have no access to my hard earned money. USAA refuses to give me access to any information pertaining to facts and methods used to determine the decision on my case and they are currently threatening bad credit scores as well as informing me of all the fees I am accruing on my " delinquent '' accounts. I can not access my account so I have no way of pulling documents off or showing anything to anyone. USAA will not allow access back onto the online service as well and all accounts are discontinued per them. Is there anyone who can help me?
|
| 07/22/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I bank with USAA and have since XXXX.
On Wednesday, XX/XX/XXXX, I deposited a check for {$5000.00} from the State of Oregon, Oregon Department of Veterans ' Affairs for an education grant I received. On Friday, XX/XX/XXXX, I deposited a {$4400.00} check for a vehicle I sold to a customer of XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Just to clarify, I went to the XXXX branch with the buyer and sat through their whole loan process. XXXX took the vehicle title from me and cut me an Official check on the spot.
I have a daily deposit limit of {$10000.00} with USAA. Everything is mobile deposit, as there are no physical branches. Funds are available immediately to be used. After depositing, I did some transferring between my USAA checking accounts to make some purchases.
Skip ahead to Sunday, XX/XX/XXXX, my debit card declined. I go on to USAA and discover my entire account has been placed in a credit only status and both checks are on hold. Money that I had transferred to my debit card checking account, from the checking account I deposited the checks in, is now showing as a negative balance.
I contacted USAA several times and was told the checks had been marked as fraud and expected to return, but I needed to wait the hold period to see what happens. I was told the XX/XX/XXXX check would come off hold on XXXX XXXX and the XX/XX/XXXX check would come off hold on Monday, XX/XX/XXXX. USAA said they were " unable '' to contact XXXX to verify the {$4400.00} check, and that I could call them myself to potentially expedite the process. Also, USAA 's fraud department does not speak with customers directly.
I called XXXX and had a customer service rep in a matter of minutes. He verified the check to me and instructed me to tell USAA to simply call the same number I did. I passed this information on to USAA, who told me it doesn't work that way, it is all handled via a computer system.
Assuming the checks would come off hold and clear, I decided to stick out the time. Well as of today, XX/XX/XXXX, my accounts are still locked down and I have no access to my money. I called yesterday, XX/XX/XXXX, and was told one or both of the checks are still expected to be returned. They are unable to tell me the reason why or what check ( s ) are causing the issue. Because my account is marked for fraud, I would have to wait until Monday the XXXX for the checks to clear or be returned. Only then could I proceed to try and get my account unlocked ... and once I clear up any negative balances that have been created.
So at this point, it has been 11 business days since I deposited the XX/XX/XXXX, Oregon Department of Veterans ' Affairs check. It has been 9 business days since I deposited the XXXX XXXX XXXX XXXX XXXX check. Yet the funds are not accessible to me for use.
I called again today XXXX XX/XX/XXXX ) and escalated to USAA 's Escalation Resolution Team. I spoke to a Senior Advisor there who informed me the whole situation seemed unusual. He could not see any issues with the checks himself, but he also did not have access to the Fraud Department 's information. He also said the funds were off hold, but the locked account is preventing me from being able to use them. The most he could do was take down a little more information on the XXXX check ( phone number, etc ) and submit a " front door '' request to ping the Fraud Department to figure out what was going on. This process could take 1-3 days.
So at this point, I've missed some bills, racked up late payment fees, and have been out of my account and debit card access for 11 days. I have a mortgage payment coming up, along with a plethora of other bills.
This entire experience has been a nightmare and thus far USAA has done nothing to ensure I am taken care of. It's been drug out, no resolution, and me as the customer gets the short straw. I'm basically broke, upset, and quite frankly I feel as someone has dropped the ball.
|
| 12/18/2020 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I called USAA member debt services about voicemails and letters for a past due balance. I explained to the representative XXXX ( ID # XXXX ) that I lost wages this year due to the Covid-19 shutdown and slowing of the real estate activity. I told him I was in the process of catching up financially but did not have enough money to pay past due amounts and future coming payments. I asked if he could negotiate some partial payments to bring the account current. XXXX said if he can get me to pay the past due amount, he was assuring me when I callback once the payment cleared & the account was brought to current that I would qualify for the Covid-19 program. I explained to him that I needed him to give me his word I could get the Covid-19 deferments because I would not have enough money to pay again in the coming months. He said if I make a single payment, I will qualify for a partial relief but if I make the full past due amount of {$1400.00}, I would qualify for 3 months of deferment. I was in the program earlier this year so got clarification that I could qualify again. He quoted once I made the past due payment, I would have fulfilled my obligation to requalify. XXXX told me to reference note # XXXX when I called back to prove what he assured me. When I called back XX/XX/XXXX as instructed to apply for the Covid-19 relief I spoke with XXXX who told me I did not qualify for the program. At that moment I realized I was deceived into making a payment I could only afford to make if the terms XXXX promised me were carried out ( which was I pay the past due and receive the deferments for 3 months ). XXXX transferred me to XXXX who was kind enough to make a report and promised a manager would call back within 48 hours to investigate the misrepresentation by XXXX the debt collector. I explained to XXXX that I would NOT have paid the past due if I was made aware that I even might not qualify. XXXX said they would have the manager review the call with XXXX and call me back with their findings. I called back in on XX/XX/XXXX because no one ever contacted us from USAA about the problem after 48 hours as promised. I spoke to XXXX this time who told me he read note # XXXX by XXXX and saw XXXX wrote " Please enroll Mr. XXXX in the payment deferment program. '' XXXX was not so willing to share that note as XXXX was. XXXX then contacted XXXX via instant messenger because he said for some reason my complaint was never noted in the system. XXXX said XXXX called him after the instant message and assured him she submitted the complaint but didn't know why it disappeared. XXXX had his manager contact him who instructed XXXX to transfer me to the Executive Resolutions department. We then were passed to XXXX from that branch who kept us on the phone for about an hour looking into what she could do about the complaint. After all the back and forth pleading with XXXX that we can't afford to make future payments coming up and that we will now be delinquent again but minus what money we were going to save for food and the car payments. We explained there was no point in making payments without the promise XXXX put in place. In the end XXXX simply just stated there was nothing she could do about it and asked to transfer us back to member debt solutions department that transferred us to her in the beginning.
Overall, the USAA member debt solutions representative XXXX gave us false, deceptive and misleading information to collect 2 past due payments that we couldn't afford to pay without the promise of the Covid-19 deferment in place afterwards. I am damaged financially by this because I can no longer afford the other bills and pay the next payments due on my credit card of over $ XXXX/month due to the pandemic effects on my career. Now my payments will be reported late to the credit bureau because of the misleading information by USAA and their unethical debt collection practices.
|
| 03/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/2023 I was contacted by USAAs phone number ( I was easily able to identify it was USAAs real number as I have there number saved in my contacts ). The so called USAA representative informed me of a fraudulent charge caught on my account and we proceeded to what I thought was take the proper steps to cancel my old card and get a new one sent. Unfortunately the caller was a scammer who had somehow been able to call through USAAs number and sounded exactly like a representative, even down to the music and same questions I was always asked by USAA reps. The scammer only asked for a six digit code that he was able to get sent to my phone meaning he already had enough personal information of mine to get the code sent to my phone ( He did not ask for nor was he given anything other than a six digit code ). Unknowingly to me he then had full access to my account where he sent himself a card and could deposit checks. On the morning of XX/XX/XXXX I logged onto my USAA account where I saw a fraudulent check that was deposit worth XXXX dollars, at this point XXXX dollars was spent of the deposit and the other XXXX dollars was still on hold. I immediately called USAA and talked to a representative where we saw another XXXX dollar deposit take place, So at the moment of me talking to a USAA rep only XXXX had been spent and the employee had put a stop on my account and I was told froze all transactions. I was told that they would launch an investigation and would contact me when they find out what happened. Later that evening I attempted to log into my account and was told my password was incorrect, I then called USAA to tell them someone had changed my passwords and I was told that was just protocol. I then went home and looked at my account through my mothers account ( My account was made when I was a minor so her account can view all my account movement ) and was surprised to see that even after my morning phone call another deposit of fraudulent checks was made and a flurry of withdrawals also made, all of which was happening after I had already given USAA all the info relevant to the case and was told they are taking care of it. I had thought of it as weird but was assured by multiple USAA reps that they are in control at this point. The scammer had been withdrawing the max amount of atm withdrawals over and over to collect as much money as they could all the way in California, there were dozens of withdrawals in California ( I live in Virginia ) and I had not been notified nor had it been flagged as suspicious by USAAs fraud team. On XX/XX/XXXX I heard back from a USAA represantive that told me the call I received on XX/XX/XXXX was a scammer and he was able to use USAAs number. He then also told me the scammer went in and changed my account password which as I mentioned earlier, I told the USAA rep. but was assured that was USAA protocol and not the scammer. XXXX hours after the original XX/XX/XXXX call I received another call from USAA telling me that they have made there decision in the case and they would put my account at a negative XXXX dollar balance and I will be required to pay all of it back. After that I went through a series of rereviews and appeals only for them to never call me back and in the end still leave me with a negative XXXX dollar balance to pay and was told my account will close in 60 days and if the deficit is not paid it will go to collections. My latest discussion with USAA took place XX/XX/XXXX where they again told me there decision had not changed. In the end I want my account cleared and closed after the negative XXXX dollar balance is cleared. I notified USAA of fraudulent actions within one day of them taking place and should not be left with a burden caused by multiple failures on USAAs security system. I would also like to note the first signs of fraudulent actions on my account took place on XX/XX/XXXX only hours before I called.
|
| 02/01/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Older American, Servicemember |
|
On XXXX/XXXX/15, while trying to use my local bank debit card, I discovered my local bank account had been overdrawn by transfers requested by my USAA accounts. I have the accounts linked to ease in transfer monies to pay insurance etc at USAA. When I called USAA the next morning ( they were closed the previous evening and fraud unit is not accessable directly ) I had to wait on hold over two hours. I was then told that I had no worries, that I was covered by FDIC?? and it would be straightened out Monday because fraud dept doesnt work on weekends ( not true I found out later ). In the course of that day and the coming weeks I talked to them many times remaining on hold for extroidanary long hold times yet they continued to tell me they had no data breach and no extra fraud activity. In the course of various conversations I got bits and pieces of what went on. Through their app someone using an I phone ( we dont have ) using and ip address in XXXX logged on to my accounts with a pin ( i have only phone with app and no one knows my pin including my wife ) and requested tranfers and then using same app used a program called SEND MONEY ( I have never activated or used this portion of the app ) and sent the money to themselves. Pay Pal administers this program for them. During the course of one of the phone conversations i got the transaction numbers and called Pay Pal directly and they tried to look up numbers and told me they felt it was an " inside '' job. An IT director and a big health concern by XXXX who was using the same security program that found the OPM breach told me that his system had flagged XXXX " spear phishing '' emails involving USAA and it indicated to him that there was a vulnerability. I was locked out of my accounts and login so the only way I got any of this was through bits and pieces from various workers. I was then told at one point it was found that I was part of a scam and they were exercising their right to not do business with me. The first time I was told this, it almost sounded like I should expect the police at my door. I asked to speak to a manager and was denied every time to any access to anyone higher than a " team leader '' on duty. The fraud dept called and left a message to call but no extension number. I was told on the message just to call main number and I would be directed to them. Not true, as a matter of fact I think I got the car loan dept. Their phone system is atrocious with many hours wasted on hold only to be at wrong dept and then back on hold to be at wrong dept again and then on hold ... .... I finally went to their office in XXXX and still was not allowed to talk to management although they did set up a video conference with a nice young man who helped me contact fraud dept ( no video there ) where they agreed to do another review and they would call me in a week. They never did and when I called they told me same finding. To sum up I have been treated horribly, never told how they arrived at their conclusion despite of repeated request for info. All info points to an inside job ( pay pal statement, IT director opinion, extremely long hold times indicating high call volume/problems, and now a big security upgrade since my trouble with hold times going down since ), yet they are seeming to blame me and holding me liable for overdraft ( i was able to reverse ACH transfers at my local bank putting it back at USAA ) they are threatening me with collections credit reporting etc. I seems to me that they are " circling the wagons '' and putting the blame on me. This has caused me great stress ( good for weight loss ) and countless hours. The sad part is, if they had jumped on this the minute I reported this, they could have reversed this as Pay Pal hold the money for a few days. while transactions clear, but instead apparently their lack of timeliness is my fault. I have not gotten any written info except XXXX 's
|
| 01/23/2017 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
On Friday, XX/XX/2017, my husband accessed the USAA website to obtain prequalification for a home loan in order to place an offer on a home we 'd found. We initially asked for a {$250000.00} loan with {$50000.00} down. We were approved! Upon further discussion, we decided to try and get a {$5000.00} cushion to see if we 'd get approved for {$250000.00}. After entering that number, the website asked us to call a mortgage lender for further assistance. My husband called in and spoke with XXXX XXXX, Mortgage lender number XXXX. She ran the numbers and we were approved for the {>= $1,000,000} with {$51000.00} down. That would leave us with a loan amount of {$200000.00}. We made an offer on the home at {$240000.00} for negotiating purposes. After getting to a point where only {$3000.00} separated us and our new home, we decided to call in to see if we could raise our loan amount to {$250000.00}. I spoke with XXXX XXXX, Mortgage Lender number XXXX on speaker phone so my husband could hear. She asked me to hold. I was on hold for a couple of minutes. She came back on the line and informed me there was a problem. She asked a few more questions and told me we were not approved for the {$250000.00}!!! We were approved for much less!!! My husband and I were shocked and upset as we were on our XXXX counter offer for our dream home! After holding for what seemed forever ( 20minutes ) we were told we were only approved for {$140000.00}!! Over {$100000.00} LESS! We were not only approved by the automated system USAA uses, but by a mortgage lender! We CAN NOT how this HUGE mistake could have happened! I asked to speak to a Supervisor and XXXX XXXX XXXX XXXX, mortgage lender number XXXX came on the line. After explaining to him what happened, I asked him to return my call since he needed time to run the numbers again and check with the lenders. After a total of approximately 45 minutes without an explanation, I received a return call from XXXX XXXX. He was very apologetic about the error and would n't 'brow beat ' XXXX XXXX , but would make sure it was addressed. I ask him why the automated system prequalified us if we were only approved for {$140000.00}? He said the online system is flawed and they are aware of it!!!! Yet, it is still online for XXXX military families to endure the embarrassment and heartbreak of such a huge mistake!!! This can not be correct I kept telling myself!!! Someone higher has to be made aware of this egregious and careless mistake!!! After more apologies and no explanation, I am angry that an institution we bank with, have insurance with and was entrusting our future home to would be so careless with our situation!! I turned to Social Media for more answers. There has to be something that can be done about this horrific mistake. After posting a message on the USAA XXXX page, I received a reply that someone would get back to me. XXXX XXXX, Mortgage Lender number XXXX called to assess the situation. After explaining this painful situation yet again, I was told some more information from his USAA counterparts would be needed. I 'd receive another phone call to follow up. Within 24 or so hours, I received that call. XXXX XXXX explained to me that human error happens and XXXX XXXX will be counseled on the matter. Apparently, he is unaware of an error with the automated system ( even though I 'd explained to him XXXX XXXX had informed ME of the error ) that has been a major issue with me in this matter!! When I brought this to his attention, he looked further to see 14 minutes before XXXX XXXX prequalified us for {$250000.00}, the automated system ran our credit report showing it had prequalified us for the {$250000.00}. He agreed it is an error and thanked me for bringing it to his attention as he was n't aware. My problem is the lack of concern USAA showed me and my family during this ordeal. As of right now, the website is still up and running!!!!
|
| 11/28/2015 |
Yes |
|
|
|
Web |
|
|
I opened the Secured Platinum Visa with USAA in XXXX 2015. This credit card was secured with the purchase of a {$1500.00} 2-year CD issued by USAA.
I made a payment of {$1000.00} XX/XX/XXXX with no issues. I made a second payment of {$500.00}, which bounced. I was not informed of the payment being returned. When I became aware of the bounced payment, I noticed ( to my horror ) that the payment had been taken from a XXXX XXXX account that I had had to close due to fraudulent activity. I logged in to my USAA account and verified that in the drop down box that while the name of the account read " family XXXX '' the bank account information had defaulted back to the old bank account number. I re-added the new XXXX bank account information on XX/XX/XXXX and using the new XXXX bank account information, I made a payment of {$800.00}. Which bounced.
Again, USAA had attempted to take money from the old bank account even though I had updated my bank account information. I spoke with a USAA agent who informed me they had fixed the problem. I made a payment of {$500.00} ... and, you guessed it, it bounced.
I believe that as a result of these errors, my payments are now being frozen for EIGHT DAYS. While I appreciate the sentiment that my payments may be suspect, I also believe firmly that the errors lie on the plate of USAA, not me. I went through the mechanics of verifying an outside bank account, per their recommendation, only to have payments bounce again. To add insult to injury, I was charged a bounced payment fee, which put the account over the credit limit, which was reported to credit agencies, which knocked XXXX points of my credit score.
So now, every time I make a payment, USAA is " holding '' the payment for EIGHT DAYS ... rendering the card useless. I made three payments successfully in XX/XX/XXXX and yet was unable to use the card from XX/XX/XXXX XXXX through XX/XX/XXXX XXXX. The eight day hold is in violation of the stated terms of the account which says : " payments much be made in US dollars and draw on funds on deposit at financial institutions insured by the FDIC. Payments received by XXXX central time will be credited as of the same day if the payment is in US dollars. " Repeated phone calls to USAA have only muddied the waters. The reps have stated that my payments of {$150.00} and {$300.00} were " too small to count. '' One rep said that if I made a " serious payment '' of {$900.00} that the freezing-of-payment would stop. When I made a {$900.00} payment on XX/XX/XXXX XXXX, that payment was frozen until XX/XX/XXXX XXXX.
While I did receive an email and phone call from XXXX in the office of the USAA president expressing her desire to resolve this situation, I have been unable to speak with her due to both time zone issues ( they are based in XXXX XXXX ) and my current work schedule at XXXX.
It has been a consumer nightmare, frankly.
Perhaps it is my XXXX background at play, but I am also most fascinated with the underlying balance sheet aspect of this issue. For over one week, that {$900.00} payment was in limbo. I was n't allowed to use it ( since the card was frozen ), so the {$900.00} was n't in my possession. Does that mean, then, that USAA can utilize that {$900.00} to their benefit while it is in limbo? If so, then how does that go on their balance sheet? Just curious.
I am attaching a copy of my account statement that shows the problem in black and white. As of XXXX/XXXX/2015, USAA shows, on a statement, that I have a balance of {$83.00}, available credit of {$1300.00}. And yet, in reality, I was unable to use my card until XX/XX/XXXX.
At the end of the day, though, USAA is in violation of the terms of this credit card and their bald, repeated refusals to explain to me why that is and how much longer they plan on keeping up this violation ... their refusal to provide clarity is both frustrating and bordering on malicious.
|
| 10/08/2016 |
Yes |
|
- Credit line increase/decrease
|
|
Web |
|
|
Four years ago I opened a secured credit card with XXXX, for the SPECIFIC PURPOSE of improving my credit score.
Initially it had a credit limit of {$500.00} and was secured with a {$500.00} CD, also with XXXX.
In practice I found that if I put a XXXX dollars on the card my 'credit utilization ' ratio became too high, hurting my credit score, so I called XXXX and increased the CD security to {$2500.00} so that in any given month my % of credit used would be low.
XXXX was able to increase the limit on my secured credit-building card in a matter of minutes. They quickly transferred money from my checking account to the CD - very easy and smooth, but with no warning of what lay ahead ...
After four years I called XXXX to see if my credit was good enough to 'graduate ' the secured card to an unsecured card ( which is the industry norm ) thereby releasing my {$2500.00}. I was told that XXXX does not graduate cards, but that I should apply for a new card, which I did successfully.
Now, a CRITICAL factor in credit is the length of the history of credit. Because of financial difficulties in 2010 many of my older accounts were closed, so it is vitally important to building my credit that I keep open the accounts that I have to build history.
XXXX helpfully provides a credit score along with key factors influencing it. It says : " What 's Hurting : Lack of sufficient credit history.
What It Means Your credit file does not contain enough information about your use of credit. A credit file with older accounts and/or more accounts reflects more experience with handling credit and can have a positive impact on your credit score.
Recommendation : Maintaining open and active credit accounts in good standing can help improve your credit score. '' In other words, XXXX OWN advice is that it is critical that I keep OPEN the secured card they gave me to help build my credit.
However, now that I have an unsecured card with a line of $ XXXX it would be poor financial management to keep {$2500.00} needlessly tied up earning near-XXXX interest to secure a line of credit I no longer need.
Clearly I should keep the secured account open with a reduced limit - say {$200.00} - so that it remains functional and contributes to my credit history, but releases the money I had tied up securing it.
I called XXXX today to reduce the credit limit on the secured card and they will not do it. I spent an hour speaking to a number of representatives and escalating the matter as far as possible.
They are absolutely clear : 1 : I can not graduate the secured card to release the security deposit held in a CD 2 : I can not reduce the credit limit and reduce the amount in the CD. The CD can only be increased, or closed.
3 : If I close the CD the secured card account will immediately close DAMAGING MY CREDIT IMMEDIATELY by reducing my credit history 4 : They can not or will not allow me to open a new smaller CD to secure the card thereby allowing the {$2500.00} CD to be closed.
Trying to be helpful I even asked if they would change the terms of the secured card to, say 0 % interest and 0 % minimum payment, which ( although it sounds absurd ) would have the effect of giving me back access to my {$2500.00} without penalty. No.
THE BOTTOM LINE XXXX has effectively set up an extortion whereby the only way to get back the {$2500.00} I entrusted to them to help build my credit ... is to take a massive and permanent hit to my credit.
This is very important. Many credit injustices - bad reporting, erroneous missed payments etc - can be fixed on appeal.
But CLOSING a line of credit is a permanent and irreversible negative factor on an account - as even XXXX agree.
The choice of hurting my credit or never having access to my {$2500.00} again ( other than on credit card terms ) would be completely unreasonable and unacceptable at any bank, and utterly against XXXX 's character.
|
| 04/12/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I am a long-standing and loyal client of USAA. Based upon a credit card offer I received from them, I opened a credit card with USAA at the end of XX/XX/XXXX ( in or around XX/XX/XXXX ), right as COVID was hitting. They sent the card to me expedited and charged an {$8.00} fee onto the card for shipping the card to me. However, they sent me a message that the card was being processed and indicated that it would arrive within 10 days by regular mail.
Then COVID hit. Because I had not affirmatively used the card ( and it is a no fee card ), I did not realize the {$8.00} balance was on the card. Also, because of the COVID 19 pandemic, I was concerned and preoccupied during that time with health and safety issues for myself and my children ( as we all were ) and did not open any mail ( or even bring it into the house ) for a short period of time. As soon as I became aware of the charge, I immediately called USAA ( which was on or about XX/XX/XXXX or XXXX ). I was told not to worry, I had contacted USAA on time, the account had not been reported to the credit bureau, and that it would not be reported because I had contacted them and the fee would be removed before it was late. At that time, I was told that USAA had removed the {$8.00} fee ( so I was never required to pay it ) and was told that it had not been reflected on my credit report. Despite these initial assurances by USAA, it was reflected on my credit report sometime thereafter.
I understand that I in fact contacted them in time and relied on their assurance that the fee was removed from the account. Payment of the fee ( which was removed on XX/XX/XXXX ) would not have been late until after XX/XX/XXXX or so. I understood that I had rectified the issue by having the fee removed before the late date.
I have never used the card for any purchases ; I still have not used the card ; the balance remains at {$0.00}. I am a USAA customer for 25 years, with four different insurance products. I hired a credit company ( for a significant sum ) to assist me in rectifying the situation. I also attempted to resolve this issue directly with USAA. I have requested a one time courtesy from USAA, which they have declined. They would not allow me to speak with a XXXX and would not refer me anyone further ( beyond a person from escalation services ). I have been informed that they can not and will not assist me further. I also requested the recording or transcript of my conversation with USAA from on or about XX/XX/XXXX. I was informed that they did not keep the recording of my XX/XX/XXXX conversation and that they would not provide the call or a transcript to me.
I also recently received a " Your Personal USAA Year-End Credit Card Summary '' that indicates that I requested a year end summary, which I did not. ( It states : " As you requested, enclosed is a Year-End Summary of your USAA Savings Bank credit card activity for XXXX. '' ) First - it is unclear why USAA would say that I requested this summary when I did not do so. Second, it shows that the expedited fee was removed on XX/XX/XXXX. Finally, it shows that there are no other charges on the account since its inception.
Do USAA employees get paid more or get greater commissions when the cards are actually used and is that why they push to charge an expedited fee immediately onto the card? I did not need the card to be expedited and I did not specifically solicit them to expedite the card to me. Does USAA benefit in some way by this? This is a terrible practice, unnecessarily damaging to the consumer.
I think this has been an extremely unfair and unjust outcome and it has had a terrible financial impact on my credit. By way of example, my mortgage interest is approx. {$200.00} per month more than it should be because of this report : Over a 30 year loan that is {$72000.00} -- for an {$8.00} fee that was timely removed ; on a card that I have never used.
|
| 10/01/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I was a victim of fraud while banking with USAA. They did absolutely nothing to help me and then upon their investigation which they told me nothing about, decided that I was to blame. They proceeded to lock my accounts but left them open for credits ... .meaning money could come into the account but not come out. Also, I did not have access to even look at my account. I banked with USAA for eight years with no problems at all. Someone was depositing fraudulent checks in my name via mobile deposit. A short time before this happened I was in a bad car accident which left me injured, confused and without my purse containing my wallet, my debit and credit cards and some very important information such as my login information. These sensitive financial items were in my possession that day due to a situation that day where I was handling some business and would need to log into my mobile app. USSA has known policy of zero liabilty in referrence to a member not being held liable for fraudulent activity within their accounts. Meaning USAA would provide a credit for monies lost via fraud. After I reported the fraud to USAA employees USAA provided credits for the ATM withdrawals but then put them on hold causing my checking account to be severly overdrawn. When I called to inquire about my account I was passed to the security team of USAA who then began to accuse and berate me and blatantly expressed that they thought I am a liar and that I scammed them by depositing the checks via mobile device. I told them several times that I did not do this but it was as if they cared so little that talking to me at all was a bother. They then told me that they were going to excercise their right to refuse business with me. At this point I was so appalled that I agreed about not wanting to do business with and asked them to close my account after giving me the money that was originally in my account. They told me I would have to wait until they had finished their investigation and until alll the transactions had cleared. The only transactions that hadn't cleared, mind you, were the holds that USAA put on the " coutesy deposits for reimbursment of the fraudulent atm withdrawals.They were extremely rude and I found myself on the phone with them everyday for hours each day. I am a single mother of two young boys. We have no family or and real friends and I literally raise them alone. I am also XXXX suffering from XXXX and XXXX XXXX. I collect social security XXXX for this XXXX XXXX.I expressed this and the fact that my monthly check would be sent to my account concerning this matter. They informed me that I would need to change my direct deposit because my account would reject the payment. So, I opened a new bank account after fighting with every employee at USAA. I realized immediately that it was a bit late in the month to change my direct deposit. I was terrified of my payments being deposited into that accout because I wouldn't have any access to my funds. This is very scary for me because it's all the money my children and I have to survive in this world. USAA didn't care and today... .today I noticed a change and sure enough my social security checks had been depoited despite my efforts. I dug in and fought with usaa. I called social security and asked them for help, I also tried to look for resolution through XXXX and the advice of assossiates who are. Usaa has expressed to me that they did that grimy stuff to recieve payback for the fraudulent activity. I think it's pretty sad when a bank... ..a bank with unlimited funds nees to take {$1800.00} from a single mother. They had no reason to do that. They also stopped talking to me and giving me the information I would need to do some. They puposely tried to make me feel very low and worthless. They had still yet to offer effective resolutions or advice. They did all of this without my knowlege or approval.
|
| 10/11/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Web |
Servicemember |
|
I have XXXX XXXX XXXX and my income has decreased. I asked USAA to work with me concerning my Loan with them in order to avoid getting into a bad situation. All of my other Loans and companies were sympathetic and worked on payment plans and interest rates expect for USAA. They advised me that in order to help me I would have to be late on the loan intentionally. They advised me not to pay the next month and then to call the hardship department after I had not made a payment. I was advised this was the only way to get help. Then after doing as they asked I was harassed by their collections department and NO help was given to me as promised.
USSA engaged in by definition, predatory lending as it benefits the lender and ignores or hinders the borrowers ability to repay the debt.
They not only used " Loan Packing '' in the loan given to me but engaged in a predatory practice by hinders the borrowers ability to repay the debt by increasing late fees and penalties with the promise of " Help '' 15 U.S. Code 1692k. Civil liability ( a ) Amount of damages Except as otherwise provided by this section, any debt collector who fails to comply with any provision of this subchapter with respect to any person is liable to such person in an amount equal to the sum of ( 1 ) any actual damage sustained by such person as a result of such failure ; Damage sustained to mental/physical well-being of a terminally ill patient are in line with wrongful death as the livelihood of the patients lifespan has inevitability been shortened by any undue stress related to negligent undue duress 15 USC Sec. 1681 Civil liability for negligent noncompliance Any consumer reporting agency or user of information which is negligent in failing to comply with any requirement imposed under this title with respect to any consumer is liable to that consumer in an amount equal to the sum of -- ( 1 ) any actual damages sustained by the consumer as a result of the failure ; USAA intentionally damaged my credit causing me to make a non-payment as a way to provide relief. This is a violation of 15 USC Sec. 1681 Civil liability for negligent noncompliance Violations by USAA 15 U.S. Code 1692b Acquisition of location information USAA repeatedly called me on numerous occasions after the hours of XXXX and on Weekends They did not identify themselves correctly and only asked to speak to MS. ( Name Witheld ) on numerous occasions They were advised to cease and desist They were advised that they were violating FDCP and Fair Collection Practices Concerning section 515 U.S. Code 806. Harassment or abuse and continued to call 5 more times 15 U.S. Code 1692g. Validation of debts was not provided within 5 days Notice of debt ; contents Within five days after the initial communication with a consumer in connection with the collection of any debt, a debt collector shall, unless the following information is contained in the initial communication or the consumer has paid the debt, send the consumer a written notice containing ( 1 ) the amount of the debt ; ( 2 ) the name of the creditor to whom the debt is owed ; ( 3 ) a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; ( 4 ) a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such verification or judgment will be mailed to the consumer by the debt collector ; and ( 5 ) a statement that, upon the consumers written request within the thirty-day period, the debt collector will provide the consumer with the name and address of the original creditor, if different from the current creditor.
|
| 05/03/2016 |
Yes |
|
- Unsolicited issuance of credit card
|
|
Web |
Older American, Servicemember |
|
USAA Federal Services Bank and I entered into a written and signed contract for a USAA issued XXXX on XXXX/XXXX/XXXX. That USAA XXXX account is still open and in good standing. USAA sent me on XXXX/XXXX/XXXX XXXX new USAA XXXX cards with different account numbers saying they will no longer honor our contractual agreement for a XXXX and will end XXXX service on XXXX/XXXX/XXXX. I do NOT desire and did NOT request the XXXX XXXX cards, nor sign ANY agreements for them. On the day received I phoned USAA and requested they be removed from my account as they were undesired, unauthorized, and I feel issued fraudulently using my XXXX bank data by USAA. I did NOT " activate '' the cards unsolicited and sent me. USAA was instructed to cancel those XXXX accounts immediately and remove ANY and all data from any credit reporting bureaus or other records that they created associated with my name.USAA claims they had the right to change Credit Card companies and issue cards to another service card company without the members permission. What 's next - XXXX XXXX XXXX, XXXX XXXX showing up in the mail I did NOT request? No, I feel it Bank Fraud for a Bank to issue its members credit cards without their express permission. I expressly told USAA to remove any record of the cards existence and desire to close my USAA XXXX account on XXXX XXXX XXXX. I asked USAA to write a letter to the XXXX credit bureaus requesting any reference to the USAA issued XXXX cards be removed and that the data was entered by USAA without Member permission and annotate the USAA account closed at consumers request to preclude any adverse credit reporting to the credit bureaus - USAA refused to write the letter detailing their opening the XXXX account ( s ) without my ( and XXXX of other members ) permission. On XXXX/XXXX/XXXX got a USAA XXXX invoice for XXXX charges made and sent payment for full amount to USAA Payment center with letter instructing full amount paid is to be applied ONLY to the XXXX card Bill and NOT to any XXXX Card accounts made by USAA against my permission. Calls to USAA reveal USAA had taken it on their own to transfer the USAA XXXX account balance from the open XXXX account to the new USAA created XXXX Account cards against my express written instructions ( letter available on request ). This created an unauthorized XXXX cards account history by USAA - an adverse credit reporting action action since USAA still had not closed the XXXX account per consumer request at the time the request was made. On XXXX/XXXX/XXXX I received a USAA Invoice for the USAA XXXX credit card account that I had instructed USAA to close on XXXX XXXX XXXX and again instructed closed on XXXX XXXX and XXXX XXXX. The statement shows USAA transfer of XXXX balances to their new ( unauthorized and undesired ) XXXX XXXX. I called USAA to demand closure of ALL Credit Card accounts ( ) XXXX and XXXX ) as they were incompetent and untrustworthy to follow consumers directions for account closures and records corrections to the XXXX credit bureaus. I believe USAA is acting fraudulently in creating credit accounts and sending out new credit cards with a different service provider without the members written permission. Anyone else applying for a credit cards using ones information without permission would definitely be considered Id theft and Banking fraud. For an issuing Bank to issue cards without members permission I feel is also credit fraud and Id theft at an institutional level. As of today I have brought all credit card balances to {$0.00} and directed USAA to close ALL USAA issued credit cards at consumer request. Who wants to bank with a financial institution that issues credit cards and affect ones credit ratings without the members permission? - Not me and neither should anyone else! USAA should have gotten signatures on new contracts for the XXXX cards to change properly and legal
|
| 01/31/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I opened a youth savings and checking account for my son with USAA Federal Savings Bank a few years ago. When he turned XXXX he became the primary on the accounts. He saw unauthorized transactions on the accounts on XXXX XXXX, at which time he also discovered his debit card and driver 's license were stolen. He reported the unauthorized activity to the bank the same day and they stated they would forward this information to the fraud department to investigate and get back to him. Someone mobile deposited XXXX checks in the amount of {$4500.00} each and what looks like an electronic deposit of {$2900.00} to his account and immediately withdrew {$90000.00}. He is a student so this activity should have been a red flag for the bank. We asked why someone was allowed to deposit XXXX checks via mobile phone and withdraw them without a hold of 5-7 days. The representative said she was only taking the report and we could speak to someone in another department regarding that. Once the report was completed she transferred us to another department and we were never given a clear answer why something like this was not caught sooner by the bank and the account put on hold until resolved. Instead, my son never received a return call, he called them and was told he was being held responsible and they no longer wanted to do business with him. They gave him no reason or supporting information on what they found during their investigation. He requested this information and was sent from department to department until he was frustrated and hung up. He sent written requests asking for their findings after the investigation and they never responded. Instead, the following day after they received the second set of written requests, they closed his account. This was just very unexpected from USAA because I have been a loyal customer for over 20 years and they have always provided the best customer service. In this instance, it seems like they allowed suspicious transactions that should have been flagged to proceed and now they are holding my son and now me ( because they have added my name back to all correspondence ) now that they have " determined '' these were not unauthorized transactions. Yet, how did they come to this conclusion, did they determine who uploaded the mobile checks?, do they have ATM footage of the person ( s ) who withdrew the funds?, etc. The withdrawals were in {$400.00} - {$500.00} increments so they should have ATM footage. Did they check the XXXX XXXX to see if they have footage of the first unauthorized transaction listed as a debit or credit card transaction? All around us people are gaining access to consumer information fraudulently ( health records, retailers, banks, etc. ) and identity theft is becoming more widespread, what is a consumer to do? My son did what he was supposed to do, report the activity as soon as he saw it. We expected the bank to properly investigate this matter and resolve it. They state they investigated the matter and found the transactions were not fraudulent. We are saying the transactions were fraudulent and want the bank to supply my son with their findings so we can properly resolve this matter. At this point, we are being told they investigated the matter but they will not supply us with proof of this after multiple requests. They took my name off of correspondence when my son turned XXXX but now my name has been added back to correspondence since they deem the transactions our responsibility stating they XXXX report both of us to the credit reporting agencies. How can a banking institution be allowed to do this without providing supporting documentation of their findings? They did n't do their job by stopping the fraudulent transactions in a timely manner so now they blame the victims and we have no recourse? Consumers have rights victims of identity theft should not be treated like this.
|
| 12/16/2016 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
I paid for a " new engine '' to be installed in our truck by XXXX XXXX XXXX XXXX XXXX, located in XXXX XXXX, AZ. The total cost was {$7700.00}. Later we noticed problems with the engine. We took the truck to XXXX where they went over everything on the engine. XXXX quoted to fix " engine related issues it would cost {$4900.00}. To fix a hole in the transmission that XXXX XXXX admitted to drilling will cost another $ {$4200.00}. The headlight also was not re-installed correctly, resulting in them falling out. XXXX quoted {$760.00} to repair the lights. Total damages {$9900.00}. Plus I now owe my USAA credit card {$7700.00}. I contacted the owner at XXXX XXXX many times trying to get my truck fixed. We once took it in after getting the " new engine '' to get a transmission leak fixed that they caused. They fixed the leak and broke my mirror. They admitted this after I confronted them with it. The owner ( XXXX ) said he would order me a new mirror, which I never received. I tried to work with the shop but each time it took longer than expected and we ended up with a new problem. I then contacted the USAA credit card dispute team ( XX/XX/XXXX ). On XX/XX/XXXX they requested I provide " a detailed description of the services purchased, how services differ from what was purchased ... and the reason the merchant refused to remedy the situation ''. I provided within a timely matter and the time allowed all of the documents documenting my unfortunate journey, in the documents I provided all of the documents from XXXX and the quote to fix " engine related issues '', the hole in the transmission that XXXX XXXX admitted to drilling so they could align the torque converter and the estimate to repair the lights that were improperly installed. I also advised USAA that I had spoke with the Owner in a recorded conversation asking for him to cover the costs so XXXX could repair my truck, since I had good reason not to trust his shop. A dispute was opened under defective merchandise. Around XX/XX/XXXX I called in to USAA and asked for a status update. I was advised that they had 50 days to make the determination from the date the case was opened and that I would receive a letter in the mail with the final decision. I asked " So I should receive it by around XX/XX/XXXX with the mail delay, correct? '' I was advised that, yes that was correct. When I did n't receive anything in the mail I called in on XX/XX/XXXX. I spoke to a gentleman ; I wanted to see the status and to see why I did n't receive a letter. Nothing had been posted to my USAA online account either ; nothing is messages nothing to the account. He advised me that the dispute had been favored on my behalf and that I would NOT be responsible for the charges. What I received in the mail was a copy of a court case I had opened and then closed in this case. Along with a letter to XXXX XXXX stating that {$7700.00} had been debited from his account on XX/XX/XXXX. Then I receive a letter dated XX/XX/XXXX stating that " After a thorough investigation of the credit card transaction dispute below, we determined that the transaction to be valid. '' I immediately called USAA and was advised that it appeared that USAA made a last minute discussion and did n't give me a chance to make a rebuttal to their claim of my court case. I was advised I could ask for a credit card dispute reinsertion, which I did, via a letter through the mail. A letter dated XX/XX/XXXX arrived from USAA stating the same thing. That USAA " determined the transaction was valid and that the transaction regards a service or merchandise that you used and paid for, and the documentation from the merchant indicates that they have complied with the terms of the agreement. '' I paid almost {$8000.00} for a " new engine '' only to receive a damaged vehicle needing a new {$9900.00} worth of work. How can consumers be treated this way
|
| 10/21/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I paid my XXXX XXXX credit card via their mobile banking accidentally choosing my former primary bank USAA rather than my current primary bank. I retained only limited funds in the account ; however, I had overdraft protection through my USAA credit card set up for accidents such as this. The checking account became overdrawn by {$120.00} as of XX/XX/XXXX and the credit card back up had an available balance of {$280.00} as of XX/XX/2016. Even with an available balance of {$280.00} on the overdraft protection credit card, USAA still returned the payment to XXXX XXXX charging me an NSF fee with USAA, a fee at XXXX XXXX & the threat of my interest rate being increased at XXXX XXXX. I have been a customer of USAA Bank for 16 years - checking, savings, CDs, mortgages, and all insurance policies over the years. There was even {$1500.00} in a savings account with USAA. I contacted USAA on XX/XX/2016 being transferred between XXXX different agents before XXXX, XXXX, would attempt to help me. I explained the situation to her but she was unable to explain why the item was returned since there were monies available on the credit card. XXXX explained there was nothing more she could do to help me & I would have to call back the next day to talk with a supervisor or senior agent as they had all already left for the day. I then asked XXXX to close my XXXX savings accounts & transfer the money to my checking account. She further explained that she was n't able to do that because when the final account of a product type is being closed a supervisor or senior agent must complete the transaction. I am not sure the purpose of having the call center open for customers when the agents can not assist with anything is an effective way to manage member money. Again banks are getting away with charging clients money and ruining their credit for their simple gain. I contacted USAA bank again on XX/XX/2016 specifically asking for a supervisor or senior agent. XXXX placed me on hold, and then said he could n't do anything for me until he authenticated me, even though I was calling from my phone number on file and entered my pass code, I completed that & again asked for a supervisor or senior agent, as he said he was neither, he proceeded to ask me what I was calling about and how he could help. At this point, I was extremely frustrated & stated I was asking yet again for a supervisor or senior agent as I was told to ask for and that I am sure there were notes in the system for the reason of my call. I was then told that a supervisor was n't available & I was then transferred somewhere. XXXX then answered, she too was n't a supervisor or senior agent then XXXX came on the line. She was the floor supervisor and she to was unable to decipher why the the item was returned. She stated a {$200.00} authorization from USAA overdraft was declined by USAA credit card even with {$280.00} available & she could n't explain why, I had to talk to credit card. The prior night credit card told me they could n't help and transferred for me back to checking. I was done with vicious circle. I then asked again for both of my savings accounts to be transferred to the checking and closed. She asked if I was aware of the rules and I stated yes, XXXX explained a supervisor had to close. XXXX stated no, anyone can do it but the accounts can not be closed with transactions being processed in last 24 hours. Then she stated I needed to talk to the retention department because I had other accounts - mortgage, home equity, insurance, etc. I explained those are not my accounts per my divorce decree nor do I care about retention. I wanted my money period and it was ridiculous that I was being treated this way. While I spoke, XXXX talked over me to state the accounts are in my name and remain my responsibility, good-bye and hung up on me. I was continuously denied access to my money.
|
| 04/04/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
My son, who is military, has had an account with USAA for 8 years and has never had any kind of issues with his banking or payments. In fact, he was an exemplary preferred customer in excellent standing. He also had his vehicles insured with USAA. He even bought his house thru USAA.
Recently, there seemed to be some unusual activities in and out of his checking account, over a span of a few days ... but nothing was brought to either my son or myself ( his POA ) with regards to these activities being fraudulent or reason for concern.Based on the nature of these occurrences, this should have been an obvious RED FLAG with the bank. Instead of putting this thru to their Fraud Dept., and/or issuing a temporary freeze on the account until an investigation was completed, they decided upon themselves to completely and without notice or warning, NOT to do business with my son any longer and restricted access to retrieving any information about the account altogether.
I happen to be a XXXX person as well as a XXXX XXXX, and I have been pursuing this matter on my own trying to find some kind of logical explanation. These were clearly fraudulent transactions and was not treated as such.
USAA is not a real financial Institution as a normal bank would entail but they are an Investment Corp. They do NOT have branches or locations for walk in service except for the one here in XXXX, TN which is close to XXXX XXXX. I went there personally on XXXX/XXXX/16 as I was told on the phone that they are not able to speak with me since they no longer do business with my son - which came as a shock to me. I informed them that I had spoken with CFPB as well as OCC about this situation and in doing so, managed to get a copy of the checking account statement which made absolutely NO sense to me as nothing was specified with all the charges racked up by USAA. There is so much more to explain after this. While being put on hold on the videoconferencing for over 10 minutes, I immediately got a call from someone on my cellphone who indicated to me that SHE would be the one handling this matter and gave me her name and direct number to communicate with her. Today is XXXX XXXX and I have never received a response from her even after leaving several messages each day. I have brought this to the attention of CFPB previously but have not filed an official complaint since I was under the impression that they were in the process of resolving it.
This does not seem to be the case as they have embarked upon a most unacceptable action that is affecting both my son & I in a very critical way. They have confiscated my son 's BAH, since he is in college under the Post XXXX GI Bill, and seems to be applying the full amount wired by The VA ED Dept. into his account, to all these fraudulent and made up charges by USAA. I can not get answers from anyone as the customer service people are very limited in whatever information they are told to give me.
I am my son 's dependent and have no other income to live by. I have been asking about the auto insurance and still can not get answers from USAA. I have explained that my son was not a beneficiary of any of those fraudulent deposits and withdrawals- if any - and his personal information may have been compromised as he had no knowledge of these activities. The bank even accepted fraudulent checks made out to third parties with USAA checks - not once, but twice. Yet, nothing seemed to be of concern to forward these transactions to the Fraud Dept, if, in fact, there is such a dept. with USAA.
There should be a law against this kind of mishandling and negligence with the banks and People 's Federal Funds wired to their accounts as income. I am going to inform the VA of this as they have NO right to interfere with Federal Military Deposits.
PLEASE HELP ME HERE. THIS MAKES NO SENSE AT ALL XXXX Thank you.
Sincerely, XXXX XXXX
|
| 05/22/2016 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
Older American |
|
I take no pleasure in having to file a second complaint ( for an issue I thought USAA was handling, albeit very slowly, but has not been willing to resolve in over 3 months ).
I have been a USAA customer for over XXXX years with an excellent payment history on credit and no insurance claims history. I have an XXXX credit score. Prior to this my Dad, a retired XXXX XXXX XXXX had been USAA 's loyal customer for XXXX years with nothing but wonderful things to say about his insurance company as well as banking, investment and credit card accounts. At this point I can not say the same. Customer service had always been one of USAA 's strong points - it certainly did not offer the lowest insurance rates, but customer service was excellent for many, many years. It is not now On XXXX/XXXX/16 while I was on vacation in XXXX XXXX USAA alerted me via e-mail that there was fraudulent activity on my XXXX. I responded via e-mail the same day that it was indeed true - the only legitimate charge I made on XXXX/XXXX/16 was to XXXX XXXX XXXX, a restaurant in XXXX XXXX, for lunch in the amount of {$18.00}. I asked that my account be closed immediately. It was not done until I " accepted '' a new credit card on XXXX/XXXX/16. I had no way to verify if a card would arrive at my home address and did not want a new credit card sitting in the mail until I returned home. I destroyed the card that had been compromised. I kept that credit card in my possession and eyesight at all times except when it was locked in our hotel safe.
After many written requests to USAA ( at least XXXX ) for a complete transaction list of ALL transactions posted to the account on XXXX/XXXX/16, I finally received a list from USAA which documented over XXXX transactions posting to the account within 5 minutes. Approximately half of these transactions USAA declined on XXXX/XXXX/16. But, for whatever reason, USAA chose to pay some that were still posting on its website as " pending, '' leaving me with the time consuming task of trying defend myself against USAA 's boilerplate, insincere " we value your business, '' and horrible customer service. It took me 6 letters just to get USAA 's fraud and recovery department to list the proper vendors and $ amounts on an affidavit. An additional affidavit was sent referring to " fraudulent merchants. '' I fully realized then that if this is the " analyst '' who is investigating the unauthorized/fraudulent activity I had another problem. My previous complaint with CFPB was a result of : ( 1 ) USAA not placing a PIN on the card as I had requested prior to leaving for XXXX XXXX ; ( 2 ) Wanting to know what personal information was stored on the card and not getting an answer ; and ( 3 ) Not posting credits to the account in a timely manner after USAA was notified on XXXX/XXXX/16 that any charge other than XXXX XXXX XXXX for {$18.00} were unauthorized and fraudulent.
USAA chose to classify XXXX XXXX charges as disputes - as in its customer had her hair cut, got home, looked in the mirror, did n't like the results and now wants her money back. There were a total of XXXX charges from this XXXX merchant in XXXX ( I believe XXXX is a payment processor like XXXX is here ). I notified USAA beginning on XXXX/XXXX/16 that all XXXX transactions poste from this vendor was unauthorized/fraudulent charges. I signed affidavits to that effect twice.
I now have correspondence from USAA on XXXX/XXXX/16 that XXXX of the charges for XXXX {$30.00} have been made permanent. However, an e-mail was sent on XXXX/XXXX/16 from USAA 's Fraud Analysis & Recovery that XXXX has provided documentation to support its position that I authorized XXXX of the XXXX {$120.00} charges. NO SUCH DOCUMENTATION WAS EITHER ATTACHED WITH THE E-MAIL NOR WAS IT POSTED ON USAA 'S WEBSITE. I have notified USAA on the link it provided with its XXXX/XXXX/16 e-mail and on its website
|
| 11/28/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
|
|
On XX/XX/XXXX I telephoned USAAs Credit Card division for information about a balance transfer I had remembered receiving information about a 0 % interest on balance transfers through XX/XX/XXXX offer and wanted to take advantage of the offer to the tune of {$9400.00}. Because USAAs online transfer portal was down for a number of days, I ended up phoning to see if the offer was still available. I spoke with a woman who told me that the offer was indeed still available and explained the terms. initiated the transfer on the phone, knowing that I would incur a {$200.00} transfer fee and that the {$9400.00} would be interest-free for nearly two years. I received an email confirming USAAs receipt of the request that included instructions about how to access the terms and conditions of the transfer but not asking me to confirm/reconfirm anything.
In XX/XX/XXXX, I noticed that I had incurred a balance transfer interest charge of {$82.00}. I paid the months bill but called on XX/XX/XXXX to inquire about that interest payment. The person I spoke with informed me that I actually had NOT made a balance transfer under such terms as had been described to me XX/XX/XXXX She said that I was charged interest on the transfer because the no-interest period would begin XX/XX/XXXX. I was very unhappy and promised myself that after XXXX I would write USAA to complain about this charge.
On XX/XX/XXXX I received saw my credit card statement and found that this month I have a {$110.00} balance transfer interest charge. I called USAA to try to figure out what was going on and with an executive accounts specialist, XXXX ( employee # XXXX ). According to him, the product/offer of the balance transfer with 0 % interest had expired at the end of XX/XX/XXXX and that I had made my transfer after the closing date, thus in USAAs eyes I had made a regular balance transfer that would incur monthly interest payments just like any regular transfer made outside of the promotional periods. I attempted to explain to him that USAAs own representatives had on two different occasions told me that I had been eligible for these promotional rates. I explained that I never would have made the balance transfer under any circumstances outside of such a promotion. Obviously there would be no reason to pay {$200.00} to transfer a balance to a USAA card when the interest rates were no more favorable with USAA than with my other financial institution ( XXXX ).
After much discussion, XXXX told me that USAA would not honor the initial transfer terms that had been described and sold to me on the phone by their own representative on XX/XX/XXXX, nor would they honor what the representative on XX/XX/XXXX had told me. The offer sold to me and that I in good faith accepted had never, as far as USAA was concerned, existed. According to XXXX, USAA does not maintain transcripts of telephone calls beyond a 30 day period so there was no proof of a bank error. I essentially was stuck with the {$200.00} transfer fee, {$190.00} in interest payments, and a balance transfer that will never enjoy the 0 % rates that I had signed up for in the first place.
I can not believe that a financial institution can sell to a consumer a financial product thatby their own admissiondid not exist at the time and then refuse to help that consumer fix the consequences of their own mistake. It is clear I never would have made the balance transfer in the first place had there not been a promotional rate on offer and, as far as I could have possibly known at the time, there WAS such a promotion available. They refuse to take responsibility for promises made by their own representatives, on two different occasions. And now I am stuck with only bad options in terms of the fees and interest Ive already had to pay and will continue to have to pay whether I stay with USAA or transfer the balance elsewhere.
|
| 11/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
I deposited a cashiers check and then another check which was told the dates both checks would be available. When the date came I received email notification saying the funds are now available. So I logged I. To Check the balance. Then all of a sudden my pin for my login to online bank was incorrect. I kept getting same same message so I called. Then they said the funds for the cashiers check was being returned to the issuer. For non sificiant funds. And that they could help me reset my pin. At this point I was more concerned about how my pin was changed when I did not do that. They didnt find that to be a problem so I left it alone and contacted the issuing bank. They said the cashiers check was paid and the funds have cleared. They said it was already paid out. So I called back my bank usaa to find out why they lied. And they said the funds are on hold for another 30 days. And I confronted them why they said it was being returned the first time. Then they said they had a hold on it for 30 days and then it would be returned. So I was upset that my money was floating around somewhere and no one is giving me accurate info. Then I asked about my pin and she put me on hold for a while and said its looks like it could possibly be my joint account holder changing it. But my husband has his own login to the same account and has no reason to have to use mine. But seeing how the bank would have no rights to make such a false testimony and would be at risk in doing so I had to believe their word. I started crying to the rep and said they keep telling me different things and that I was already upset about how they cant provide me valid or proper info on where or whats happening with my money and now they tell me my husband locked me out of my account. I told them that they had better be right because thats is not something that can be stated without proper validation. And I said that they have just caused me to turn around and suspect my spouse which at that point have me a complete meltdown. I hung up on them and quickly asked my husband. He said he had no idea which I believe because he never k ew my original pin to begin with he didnt even know his. But Im still locked out of my account and received a email that my pin wS changed that day but when called them due to concern they did not protect my rights. Whether it was my spouse or not he has his login and so that would still not be acceptable if he changed my info. But to lightly suggest that and causing me emotional distress and me to suspect my husband to this day because the bank still cant give me valid explanation has cause a huge trust issue between my husband and I. Because I assume the bank can not lie about that sort of stuff. I believe my husband but I cant disregard the fact of the bank stating that. A couple days after that conversation my funds become available. But have not been able to login into my account and have no knowledge of who and what changed my pin without my consent and or probable cause or notification of reasoning. The bank told me that my husband wAs the reason but Im sure he wasnt. I am worried that Im being treated very unfairly without knowing why or how And any reassurance that my rights and interest will be protected. I have been having to have my husband login under his pin since then for any account related inquires. But Im afraid the bank acted very improperly when handling and proving me account info and at the cost of my mairrage. I felt very powerless and that there wS nothing I could do about it. Please look into this. They just didnt care and kept lying to me. Changing their story. Isnt there. Law to where they have to provide me accurate info in regards to these matters and how they must handle account changes if the consumer notify a that they did not make the changes. There must be something that can be done to stop this.
|
| 10/14/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I have XXXX unauthorized transactions for about {$2000.00} taken from my account and here is what happened so far. 1. Usaa would n't do anything to stop further loss after I reported it. The second transaction was still pending and they did n't stop it. They even would n't freeze my account and the perpetrator could continue transferring money out of my account. I ended up transferring what left to other account so I do n't lose more money. 2 XXXX Their system has security flaws. Logging on the phone app wo n't give you any notification. After I changed my password I can still log in on my phone by just entering the pin. They even did n't ask for the new password! I called and they opened an XXXX ticket. Also if you use a smart phone, use the smart phone 's web browser and log in to usaa and it would n't give you any notification for logging into a new device.3 ) they violated federal regulations their own banking agreement. My money was sent to XXXX and I called XXXX myself to look in the transactions since usaa wo n't do anything for me. XXXX was being very helpful and they pin pointed they are fraudulent transactions and they ve sent the findings to usaa. However either I or XXXX can even get a hold my investigator. It took me about 2 hours today just to get hold her voice mail! However I also talked to a senior rep today and she told me even it is fraudulent charges they wo n't reimburse me if they ca n't get the money from XXXX and it is my loss. After consulting my lawyer, he told me usaa has to pay me back if I reported the unauthorized transactions within 2 days and I am liable for {$50.00} the most under federal regulations XXXX and electronic fund transfer act. I reported the next day when the transactions happened. I also found the same policy written on their own banking policy page XXXX under " unauthorized transactions '' and I have talked to at least XXXX different XXXX from USAA and nobody ever told me anything about it. 4 it takes forever to talk to the right person and even you did it is the voice mail. My phone calls with usaa has been at least one hour each time and got transferred at least 5 times. At this point I think this is intentional so I will give up fighting to get my money back. 5. They contradicted themselves each time I called. I was told first within 48 hours I will have a result. But after 53 hours the investigator told me it just hit her desk. I got called saying the case was closed within one hour after that. But I also got told the case is still under investigation from other rep. At this point I really do n't know what 's going on and I do n't think they would do anything to refund my money. 6 ). the investigator finally called me and told me itis fraud and they ca n't get my money back until they get money from XXXX. And so far I do n't see they have done anything to retrieve the money from XXXX either. This is a violation of # 3 again- as long as the transactions are unauthorized and I reported within 2 days they ca n't hold me liable for more than {$50.00}. They also told me because I had to change my online password a week ago before this happened, then itis my fault. I simply forgot my password and I had to reset it but the bank said because of this and that 's why my account got hacked. And that 's why they refuse to reimburse me. For one they had no proof these XXXX events are related ; second even it is true, they ca n't refuse to pay me back under regulation XXXX I guess I can never reset my password then. I think their system has security flaws which I can prove a few and then the hackers got into it but then I am to blame for the loss ( because I have money in my account? ). 7 ) I am so fed up on all this and they are just playing the phone games with me now- either got hold forever or transferred to voicemail. I want other consumers to learn from my experience.
|
| 07/26/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I have been dealing with errors that intentionally continue being falsely reported by XXXX/USAA regarding my VA mortgage loan that has stated over 18 months ago. Yet, more intentional discrepancies continue with even XXXX stating that FEMA has filed incorrect information with regards to A Natural Distaster being reported, FICO points once again being taken from my credit reporting scores. This has been going on for over 18 months, has caused serious stress for not just myself, but as well my wife. As of this past week. I am once again finding myself dealing with more intentional malicious reporting by XXXX/USAA, now using FEMA as the excuse per taped phone calls by XXXX when I called into their customer service number.
I have attempted to resolve this issue with the lastest manager, XXXX via email, phone, taped conversations between Mr. XXXX, myself and XXXX on a three way conference call. Mr. XXXX stated that XXXX is not being honest because they are going off of limited information, yet XXXX shows the same intentionally reporting incorrect information with regards to my VA mortgage loan over the past month.
I have no other choice but to take my complaints further to resolve this serious matter and overwhelming stress this is causing me and my wife. XXXX/USAA also stated every time I have to seek a third party assistance with regards of serious attempts to have issues that have been going on over the past 18 months finally resolved with my VA mortgage loan ... A freeze is then put on my account. Retailation. That is also incorrect information as XXXX Credit Report file that is from XXXX over the past month-week shows that XXXX/USAA has someone once again intentionally going into their computer, making more intentional discrepancies with regards to my VA mortgage loan.
I have attempted, now going on another week to have more issues resolved, working with XXXX/USAA on the phone, but told that XXXX is not accurate with their information. Yet XXXX/USAA are the only ones who can make changes within my credit reporting. Not FEMA as they blame for their errors I was also told on a taped phone call last week with XXXX that FEMA made changes with my credit report by reporting a Natural Disaster that occurred within the past week. I am now going to bring in all parties so this can finally be resolved in a serious matter with regards to now additional intentional discrepancies made by XXXX/USAA.
XXXX does stick by their word with regards to the changes are being made by XXXX/USAA and soley, XXXX/USAA per taped phone conversation. They are as well sending me my file, copy of my full report via mail.
I have, once again, attempted to work with XXXX/USAA with regards of the errors and as well the tremendous amount of stress this is causing me and my wife, a XXXX fighter.
Our email will be as well filed along with the credit reporting bureau reports.
I am once again, asking that my VA mortgage loan be corrected with all three credit bureaus. I am once again asking that now my FICO score be reinstated due to intentional discrepancies being reported by XXXX/USAA.
I will not stop until this finally gets resolved. If this is happening to myself, with XXXX/USAA. It is most definitely happening to many other consumers that have a loan with USAA/XXXX. I have made a complaint this afternoon with the Federal Trade Commission, the state of Indiana Attorney General 's Office and FEMA.
****Per the latest XXXX representative, Manager, Mr. XXXX , I was told that XXXX has not reported anything with any of the three credit bureaus since XX/XX/2018. How then can XXXX, XXXX and XXXX show otherwise with the Natural Disaster, FICO points being taken away and more intentional reporting? It shows last reporting by XXXX from XXXX, incorrect information, FICO score points being taken falsely taken away as of XX/XX/2018? ****
|
| 08/19/2015 |
Yes |
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
My husband and I jointly owned a home together with a mortgage through USAA. As part of an agreement, I signed over my interest in the home to my husband and he was to re-finance the home in his name alone and hold me harmless from the mortgage. As I was XXXX military, I signed a specific power of attorney to enable my husband to re-finance the home in his name alone at the time I deeded my interest in the home to him. Instead of refinancing the home in his name in my absence, he refinanced the home through USAA in his name as primary borrower but also signed my name through the power of attorney as secondary borrower. My signature was listed and signed by him as power of attorney. USAA knew the deed was in my husband 's name alone as it was an exhibit to the refinance mortgage, but they never contacted me to verify whether it was my intentions to allow my husband to co-sign my name to a mortgage refinance in which I held no interest in the property. Also, I never received a copy of the mortgage from USAA. Subsequently my husband began the process to correct the situation by filing an assumption request for mortgage through USAA in his name alone on or about XXXX 2015. USAA acknowledged the receipt of my husband 's request to assume the mortgage and sent the attached letter on XXXX XXXX, 2015. After submitting the request to assume the mortgage in his name alone, my husband suddenly passed away on XXXX XXXX, 2015. I was the initial administrator of my deceased husband 's estate and I found the letter concerning assumption and immediately contacted USAA who notified me to send in the information they had requested from my husband and they would process the assumption as my husband had requested. I sent the requested information on or around late XXXX 2015. Instead of processing the assumption in the name of my husband estate per his initial request, USAA own its own removed my husband name who was the primary borrower off the mortgage which essentially left me as the only borrower for a property I no longer owned. I immediately notified USAA of the error, but it took several weeks and many calls and letters before USAA even returned the designation on the mortgage back to its original status by listing my husband 's estate as primary borrower. They however left my name as co-borrower despite the assumption request my husband had submitted before he passed way. On XXXX XXXX, 2015, my husband 's son presented my husband 's will to probate and was appointed executor. I immediately notified USAA that I was no longer administrator and provided the Probate Courts Contact Information and Executors contact information to file a claim for payment of a claim with Probate Court. Around XXXX XXXX, USAA removed the mortgage information from my USAA account online and ceased corresponding with me concerning the account. I assumed USAA was properly pursing the matter in Probate Court. Thereafter on XXXX XXXX with no prior notice, USAA reported a 2 month delinquency on the mortgage payments to the credit bureaus under my name which lowered my credit score from XXXX to XXXX. At the same time the mortgage information that had been removed from my USAA online account for approximately XXXX weeks was reposted. I immediately contacted USAA again and they admitted they dropped the ball in handling this matter, but to my knowledge they have not corrected the situation. Today I followed up with USAA and was told that they were not filing the claim with probate court and that since my husband signed my name as co-signer they were pursuing me for payment without first trying to collect from the Estate as primary borrower. I can not make the mortgage payments and do not want the house to go to foreclosure. The Estate has the funds to make the mortgage payments and satisfy the mortgage in its entirety, but USAA refuses to file the claim.
|
| 04/11/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
My husband and I started the loan application process with USAA in XX/XX/XXXX for a purchase while he was on leave. We are going for a VA Loan and my husband is currently XXXX in XXXX State while I reside in XXXX and am taking care of all the purchase items. I am a real estate attorney and have worked previously at both a title company and mortgage company as In House Counsel and understand how the process works and what the regulations require. At the start of the process I had uploaded all of the standard required documents to the borrower portal on " my side '' of the portal. I then had a conversation with the loan processor that I will be handling everything on the file, both as the borrower and attorney, that my husband was away on active duty and had little communication and I had the power of attorney, my husband had also contacted the loan officer before returning from leave that she was to speak with me and that I would be uploading all the documents to USAA. Then we are told after a week goes by and I have still not received my initial disclosures ( come to find out these had been sent to a wrong address without a signature required with my Personal Private Information enclosed ) that my files was in suspense and would be terminated for failure to give required documentation. After several calls an emails, the loan officer called my husband who is on a ship out at sea, over me, and then returned an email stating that they called my husband after I was the one communicating with them and this was explained to them and they were in possession of the documents they were just looking on the wrong side.
After explaining to the LO and several angry emails I finally got her to call me. We smoothed things over and the file started to go smoothly. Until the end when we were scheduling the closing, the appraisal was a week and a half late after the appraisal came into USAA, mind you I needed to know what was in the appraisal to get the seller to do the fixes on the property, which caused a bottle neck as the seller had to give up his XXXX weekend to take down a barn to get the appraiser back out to the property on Monday so we could close the following Monday. The appraiser came out Tuesday further delaying the file, and when the results came back that the changes were ok, the file which I had been told several times starting on XXXX XXXX was complete and nothing more was needed, with the exception of the " XXXX and XXXX '' statement on the day of closing, was moved into final approval. At this time the Closing should have been scheduled for XXXX XXXX XXXX. Then I recieve an email from an associate of the LO that the closing was put in for the XXXX by the LO because the contract extension said the XXXX. There were countless emails and calls both by myself and our agent stating that the closing should be the XXXX and the XXXX was a contingency date in case something went wrong. Now I am told the XXXX will be the date, and have to fight to get a rush closing, I finally think that we are all set with the XXXX as the closing date only to get an email that USAA never got my VOE for my prior employer, and they wanted a revised termite inspection because termite remediation was waived because it was not active,. I call my prior employer to whom I was In House Counsel and know the HR Department well to find out that USAA never called them even though at the start of this process I wrote a letter of explanation regarding the HR departments as my prior employer is a subsidiary of another and you have to contact the subsidiary not the parent for the VOE. They failed to follow this and contacted the parent only yesterday. I have had it at this point it is costing me money in rent, storage space, and causing issues with my job. There have been countless regulatory ECOA, TILA, RESPA violations on this which I have let g
|
| 09/06/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/2023, I noticed two unauthorized transfers on my USAA Savings Account. First, {$5000.00} was transferred into my account from an unknown XXXX account. Following this, {$5000.00} was transferred out of my savings account to another, unknown bank account ; I later learned from USAA, after requesting the name of the bank, that it was a XXXX account. I immediately called USAA to report the fraudulent transfers. The USAA representative I spoke with informed me that the transfers occurred from someone logging into my account. The representative then walked me through changing my user name, pin, and passwords. I also then signed up for a XXXX XXXX account to monitor for other fraudulent activity.
On XX/XX/2023, I received a notification that my USAA debit card had been locked on my XXXX XXXX and that if I did not authorize this to immediately call USAA. I immediately tried logging into my USAA online account, but my password ( which I had just changed two days prior ) did not work. Extremely worried that I had been locked out of my bank accounts, and following their instructions, I called USAA. It was at this time I learned that USAA had locked me out of my account and locked my debit card without notifying me! The representative I spoke with also then insinuated that the fraudulent activity was my doing. I was also informed by the representative that {$5000.00} in my account was being placed on a deposit hold.
Following up on the evening of XX/XX/2023, I noticed that {$5000.00} was now missing from savings account ; the {$5000.00} that was deposited into my account from the unknown XXXX account had correctly been returned. However, I still had not received a return on the {$5000.00} that was deposited out of my account into the XXXX account. I tried contacting USAA that evening, but was told by a representative that I would need to call the next day to speak with a member of the fraud department about when that money would be returned.
On XX/XX/2023 I called USAA to ask about when I would receive the return of the stolen {$5000.00}. The representative I spoke with said I would need to ask the fraud department. I then requested to be transferred to the fraud department, at which point the representative then claimed there was no such department. Frustrated that the representative was clearly lying, I requested to speak with a supervisor or a manager. I was then transferred to a representative from the " Members Resolution Team ''. I was placed on and off hold for over two hours to eventually learn from this individual that the fraud department had denied my fraud claim, accusing me of being the perpetrator, and that I wasn't going to receive the return of funds. However, the representative of the Members Resolution Team informed me that they submitted a request to have the claim re-reviewed and that I should wait 3-5 business days before calling back for more information.
On XX/XX/2023 I called USAA to inquire about the second investigation into the fraud. I immediately asked to speak with someone from the Members Resolution Team. I was then informed that the second review had also been denied. At this point, I then requested that USAA send me the documents that they are relying on in their investigation, including the IP address of the user that logged into my account to complete the transfers. The representative claimed these documents were only for internal review. I insisted the request for documents be submitted as I would like to use these documents for filing a police report. I also informed the representative that I would be filing a complaint against USAA.
At this point, it is unclear if the stolen funds will be returned to me. USAAs customer service has been terrible throughout this process. I was the victim of a financial crime and USAA has done nothing but engage in victim blaming.
|
| 09/29/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I was a sole proprietor of a small fencing company. On XXXX/XXXX/2016 I entered into a contract with a XXXX XXXX XXXX, he wrote me an initial check in the amount of {$2000.00}. I deposited the check by taking a picture of it on XX/XX/XXXX and the check cleared. On XXXX/XXXX/2016 he wrote me another check for {$1000.00}, I took a picture with my phone and deposited that check as well into my USAA checking account. On XXXX XXXX nearly 2 months later I was attempting to view my account balance online in my cell phone, only to find out I was locked out of my account. After 2 days I was told by a manager that my ccount was locked because of fraud, not explaining the fraud, just fraud and thats all they would say. Making me feel as if I had committed the fraud, or done something wrong, which of course I had not. They finally told me that a check that was written to me that cleared on XXXX XXXX, was going to be returned by XXXX XXXX. They had not received it yet but had some type of communication that after nearly 2 months the check was now being returned. They kept my account locked for 7 days not allowing me access to anything involving my account. I have since found out from USAA that the fraud committed concerning this gentlemans check was in fact committed by him. and that fraud was that he wrote over his old address, and put his new address in its place, which is where we were building the fence. As soon as the account was not locked I was able to speak with a manager again, and asked for a copy of the Offficial check so that I could either take it to his bank and cash it, take it to the local police and file charges, or sue him in court. I have been told on numerous occassion, several different things by USAA, as to why I can not have the official copy of the check, but mostly because they just dont have it, or that its in the BACK OFFICE, and nobody gets in there to get anything. some of the reps have said it doesnt show we have ever received it, which of course would mean they took money from my account based on something other then the returned check. Im not being un reasonable, m Im asking for what any other customer would receive if a check was returned on their account, and that is the official copy. If the official copy is not available then I would like my XXXX returned to me from either XXXX XXXX, USAA or both, since apparantly no fraud was committed, if there had been fraud why wouldnt the XXXX check in the amount of XXXX be returned as well? The asnwer is simple, XXXX XXXX XXXX is using both XXXX XXXX and USAA to in fact steal money out of my account I guess he didnt want to pay for the services rendered, and it took him 2 months to find the correct lie that XXXX XXXX would be able to help him with, to avoid paying what he agreed in the signed contract I have. Its unclear to me how somebody can admit they committed fraud, get their money back and have XXXX major banks help him do it. And toi top that, USAA is treating me as if Ive committed a crime. Again Im only asking for exactly what any other customer would receive back from the bank if they had a check returned, and that is the OFFICIAL COPY of that check, without it the XXXX banks and the wonderfully creative liar XXXX XXXX will all get away with theft. If my customer XXXX XXXX was able to get the XXXX check returned 2 months after the fact, then why not the XXXX check. and if they indeed sent the check back claiming he committed fraud against himself why would it only be on XXXX of the checks, since they were both identicval other than the check numbers and the amounts. Im hoping that both XXXX XXXX as well as USAA arent allowed to get away with this thievery since it appears to me that both banks are involved in the scam. I can provide any proof requested to prove exactly what Im saying, except of course the OFFICIAL COPY oif the check
|
| 08/01/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Shopping for a loan or lease
|
|
Web |
|
|
Unresolved issues in which USAA OWES XXXX XXXX and myself a vechile has long gone with their lies and deception at its peak. The issues we have with USAA BANK/CREDIT CARD/DEBIT CARD/LOAN SERVICES/CHECKING/ALL AROUND CUSTOMER SERVICE/RENTERS INSURANCE/AUTO INSURANCE/UNFAIR CREDIT REPORTING and all the things that follow from BAD FAITH INSURANCE to LYING all the way down to in my mind fraud. Before these issues, my life, my credit, my career and my identity where not only going very well, but we can prove, we never missed a bill EVER. We can also show faxes, witnesses, police reports, emails, phone records right on down the line and the fact we never were once late with a credit card bill, ever, we always paid more than was expected. So how come if we always paid on time and kept up with other monthly bills did USAA put our credit card in collections when we sent them identity theft paperwork on the credit card and checking account. Falsely putting credit card in collections itself has cost us major health, job, credit issues we never ever had as well as a whole breed of fake things on your credit. The headaches alone we go through daily and the loss in our lives is extreme. Not to mention the dozen of unpaid policy renters and automobile things need to be paid. But even from the first issue when we were massively identity theft through our checking, even though we ended up finding out who it was and there was an arrest and witness to came to us and testified to the culprit wrong doings, the whole time we had money missing from our accounts prior to finding out what was going on USAA BANK was rude and uncaring and told me that it was probably my boyfriend at the time doing it and I should have him arrested. WHAT KINDA COMMENT IS THAT. And after we found out who did it, when we called to let USAA BANK know XXXX ( ext XXXX ) screamed at XXXX XXXX when he was trying to be kind and let them know what was going on, she did not care, she was more concerned if we wanted anything from them. This is something we dealt with everyone from USAA, all my life I never seen any COMPANY get away with so much. RIght after we submitted identity theft paperwork, ON XXXX DIFFERENT INCIDENTS ( but over XXXX something cases in a few weeks of identity theft ) in several weeks.USAA closed our bank accounts down without warning, we were starnded in middle of no where with no gas money, and food. When we asked why, they refused to tell us and they held on to our money for over a month. And when they do give you an answer its some generic response, WE INVESTIGATED AND FOUND THAT COMPANY ACTED IN ITS BEST INTEREST. Ok, first off, they whip they out and use it for an excuse to get away with crime. I believe companies like USAA BANK that get away with as many issues unresolved as ours and caused not only a major shift, but major health issues, career issues, life issues, identity theft issues, I can go on all day, but USAA BANK does n't care, they do n't. Before this, I never had XXXX OF these issues in my life, now I deal with it XXXX hours a day or more. When a company like USAA BANK gets away with this much, this long, and do n't have to answer to anyone, they breed identity thieves, cause then the thieves think they can get away with it cause USAA BANK not only does but has time and time and time and time again. I ca n't write all the issues here, not enough space. This is a fire engine red alert, this is past time to be fixed, and there are health, life and other issues here. USAA BANK has a long long history of just to many of the same kind of issues, and I do n't understand how they are getting away with it and laughing, lying, stealing money from customers, causing typhoon of disaster, even ceo XXXX, not only LIED and I have a recording of it, but he did not care that XXXX and XXXX XXXX had proof we were in the right.
|
| 02/06/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
|
|
In XXXX and XXXX of XXXX, my ex husband used my social security number, without my knowledge or consent, to take out XXXX personal loans for {$2500.00} from USAA Federal Savings Bank as a co signer, both of which were approved. We were in the process of our divorce and I would have never agreed to tie myself to {$5000.00} of additional debt to him. My ex husband also applied for XXXX additional loans with my social security number as a co signer without my consent or knowledge in XXXX of XXXX, both of which were denied. I was not made aware of there debts until I attempted to open my own checking account with this bank and saw an outstanding balance of {$5000.00} on my account profile. I was a stay at home mother, and my ex husband controlled our finances, my name was not even on the savings account. I immediately contacted USAA and filed a fraud investigation claim against both loans in XXXX of XXXX. As part of the investigation, I mailed via certified mail copies of both loan summaries from my account, copies of my ID and social security card, notarized signatures, and a letter explaining the situation of my ex husband taking advantage of online loan applications for USAA that do not ensure that an added co applicant is aware that their information is being used for inquire for credit. After five months, in XXXX XXXX, I called USAA to check to status of my investigation and was told by the fraud department that both loans and all inquires would be taken of my credit report. XXXX XXXX, I checked my credit report and noticed that XXXX loan was still on my credit report. I called USAA to find out why XXXX loan was left on my report, and was told that there was no information regarding this second loan being removed after a fraud information, and as far as the bank knows, I am responsible. I explained that I had already spoken with the fraud department in XXXX XXXX and was told that both loans would be removed. I was then told that there is no history or notes regarding this loan. I even asked the representative to check to notes from the exact day that I called USAA in XXXX XXXX and I was told that the representative did not leave any noted regarding the second loan. I provided information for both loans when I initially mailed a fraud report in XXXX, and was told in XXXX that both loans would be removed, now I am being told that there was no investigation done on this second loan. I was then told to mail in a form to the consumer reporting department of USAA to request that this loan be removed from my credit report, I did this in XXXX XXXX, and I just received a letter stating that they will not remove the account. I am concerned about how my personal information is being handled at USAA. How is that anyone with access to my social security number can apply for a loan to this bank without any giving me any notification or verification, and when I contacted this bank in regards to this breach, I am given the run around and have sensitive information lost in the process. Since there is no record of this second loan being investigated, ( all of the sudden ), I am concerned that the copy of the loan summary for this loan that I submitted for the initial investigation in XXXX XXXX, was lost or stolen by someone within the fraud department of USAA. I would like to know the whereabouts of the loan summery for this loan that I submitted in XXXX via certified mail, and have this loan removed from my credit report as was stated by a fraud representative in XXXX XXXX. If the investigation found me liable for this debt, then there would have been a record of that finding and conversation in XXXX XXXX when I spoke with the representative to inquire on the status of the initial investigation. The other loan was removed along with all XXXX inquires, however, this XXXX loan remains without any explanation.
|
| 09/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
I had a car breakdown on XXXX XXXX in Kansas on the way back to XXXX and had to have transported back to XXXX ... ..repairs were estimate at {$4000.00}, so I tried to obtain an online loan from XXXX and they were going to make me a loan for {$10000.00} since I was trying to cover car payment and addition transporting fees I had incurred.
They asked me for my Routing and Account information, along with my debit card account number and told me that once the insurance was in place on the loan ... ..they told me that I had to have insurance on the loan that would protect the lender against my death or inability to work... ..I had never applied for an online loan before and called USAA and asked them prior to doing anything if this was normal and customary and she ( USAA customer service rep ) said she could not say if this was normal for an online loan, she said it could be or not ... she did not refer me to fraud department of the bank or even suggest from what I recall that she transfer to any other department at USAA... I then looked upon XXXX and they have a website that you can go to today and they sent papers with XXXX ... ..they were still taking phone calls two days after the I was asked to go to XXXX and move the money that they had to deposited into my checking account at USAA {$2400.00} to pay for the insurance on the loan. I questioned why would this not be part of the cost of the loan and they said that it was a cost they paid for out of the proceeds or their commission ... ..it was a brief part of the conversation and so even though I had some reservations, I needed the loan and my mind was a more focused on getting the loan than what they were asking me to do ... ... red flags should have been going off, I made some serious errors in judgement but I kept saying to myself if they deposited {$2400.00} into my account and I was sending money to an insurance company to protect the lender, how could that be an issue, however, the promise of loan was just part of their scheme to commit a fraud crime against USAA... XXXX.and myself...... .at XXXX with them on the phone telling me to just go to XXXX, and have them scan the bar code and the money will be sent to the insurance company and we will deposit the {$10000.00} loan into your account ... ... .They broke the payment up into {$1000.00} scan and {$1400.00} scan and then they informed the funds did not come through to the insurance company and I needed to go back to XXXX and do this again ... .which I did ... ... .When the funds did not come the next morning I called USAA and they said they could not do anything until the scan had cleared ... ... ... what I did not know until the bank sent me copies of the check that they used which were written from a fictisious company from MN ... ... .I asked the representative at USAA to investigage and I gave him all of the information of what had happen, their phone numbers and lender name plus all of the receipts from XXXX ... ... .I made some errors in judgement and I expressed this to USAA personnel, however, I told them that they could not hold my Social Security that was deposited on XX/XX/XXXX in my account at USAA by direct deposit and it is my sole source of income ... .I am in the XXXX XXXX but that XXXX has been hard to earn a living in ... I am XXXX XXXX XXXX this week. I have asked for information and USAA just told me that I should accept the facts that I made a mistake and forget my {$2600.00} Social Security payment and get on with my life, then I started to investigate and discovered that SS benefits are Non-Collectable and I informed them of this fact and have no communications from USAA whatsoever in any form or medium and I have provided them with all of my contact information ... .I have defaulted on my rent and all of my obligations and have informed them of this fact.
|
| 03/30/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
|
|
On Wednesday, XX/XX/2023, I explored obtaining a secured credit card with USAA. I reviewed ALL of the available detailed information on their website for the USAA XXXX XXXX XXXX Credit Card. USAA disclosed that funds for its secured credit card must be deposited into a certificate of deposit ( CD ). After reviewing the detailed information, I immediately explored their CD rates and noticed they offered a fixed 9 month CD at a rate of 4.50 % APY ; it was a no brainer that this was their highest yielding CD product and my preferred choice. I had {$1000.00} sent to my USAA account via XXXX then proceeded to open the 9 month CD via the mobile application. After opening the CD, I began the application process for the secured credit card. Upon being approved, the application informed me funds arent available in my USAA checking or savings account and I have until XX/XX/2023 to have funds made available. I contacted USAA credit card department and was informed I had opened the incorrect product and I would be transferred so that correct CD product could be opened and the old one be closed. I then spoke with a representative in their closure department and was told I was being transferred because they could simply have the CD converted into the correct CD product. Once I reached the department who would allegedly perform the conversion, I was told that was incorrect information and the CD would have to be closed so Ill be transferred back to the closure department. I then asked the representative to please explain that information to the representative Ill be transferred to considering I was just informed by that same department something totally different. Landing back to the closure department, I was then told since funds are coming from an internal account I would have to wait 7 business days so funds could be verified by the FDIC. This was alarming because this is normally the case for retirement or investment accounts. The representative then proceeded to tell me that once funds are verified, Ill also be charged an early withdrawal penalty. I then requested a supervisor or manager. I was transferred to their resolution department who confirmed that the information the previous representative provided me was correct and theres no manager or supervisor I could speak with.
I am filing this complaint because USAA deliberately failed to mention the specific CD required in conjunction with their secured credit card so such errors could be made and penalties could be charged. Even while opening the CD, USAA asks the reason for opening the CD and again they failed to have an option available that states, to fund a secured credit card so that such errors could be caught early on during the application process. Theyre failing to disclose such details in their advertising and marketing information for the sole purpose of having the ability to charge penalties with no remorse or waiver of the early withdrawal penalty. Consumers deserve to be shared the specifics XXXX ) to avoid such error and XXXX ) while shopping around with other financial institutions that offers secured credit cards were able to compare rate of return on the products our security deposits are held in. Additionally, theres no reason that cash should undergo a 7 business days verification ; especially when being transferred from an internal USAA account. If authentication of funds is the reason for the hold then funds should not be able to be used to begin with. I could have easily kept transferring the funds to other checking or savings accounts in attempt to hide the original source of the funds and no hold would have been required then. Again, USAA only reason for such practices and lack of transparency in their marketing and advertising of their secured credit card is to capitalize off their members and charge these penalties.
|
| 11/13/2015 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Servicemember |
|
They have made many erroneous statement in their response to the breach of security allowing unauthorized wire transfer They have yet to answer question given to them based on the Consumer Bill of Rights, the EFT Act, their own WUD, and their security measures intended to protect their military family consumers. In their response, they are accepting no liability, and denied ever telling us that we shared accounting number and USAA membership number. USAA responded that the unauthorized transactions did not occur because of their error and that the Automated Clearing House ( ACH ) transactions were originated by an external bank listing the correct USAA routing number and a valid USAA account number. It was XXXX XXXX of the Fraud Department, who told us, XXXX membership number was identical to our account number. We were told our account number, is identical to his USAA membership number. Each time we concluded a call with USAA, my notes on the calls were placed on the Consumer Finance Bureau complaint review update. They stated that his use of our account number, and routing number is what allowed him to gain access to our savings account. But, at USAA and other banking institutions, according to EFT Act and the Consumer Bill of Rights, it 's their responsibility to have additional security measures to prevent identity theft. It 's evident after each call made to, or from USAA about our identity theft, my notes of the conversation is countered with various banking laws. This causes USAA to change the reason for the error. The fact still remains that the day we contacted them of the theft, it should have immediately should have initiated an investigation. Ten day later, we, the consumer should have received in writing what happened, followed by two days for the FSB to rectify the situation. None of this happened. We were consistently told that these mistakes happen all the time. They have also used Account Clearing House ( ACH ) and Electronic Funds Transfer ( EFT ) interchangeably, and told us yesterday they are the same. I have educated myself on banking laws, and know while the results are the same, wire transfer, the process is different. EFT mainly deals with transferring money from XXXX account to another in an electronic way, while ACH Automatic Clearing House helps transfer funds between accounts and different banking institutions. As I have written in previous updates Automatic Clearing House ( ACH ) is used when people get deposits directly into their account, for example, from their employer. ACH is a means for Bank to Bank wire transfers. No fee is taken for receiving the deposits, while some banks charge for EFT. On the other hand, when funds are withdrawn or pulled from the account, this can be done through Electronic Funds Transfer. The Electronic Funds Transfer comes into effect when paying bills or purchases with a credit or debit card. When we first noted the theft, the withdrawal of the funds was noted as a debit. XXXX XXXX XXXX debited funds via EFT, while USAA returned the funds via ACH. USAA FSB states the transfer was via ACH, I can accept that, a Direct Deposit or Direct Payment transaction using the ACH Network was initiated, using our routing and account number, from an originating institution. The originating Depository Financial institution ( ODFI ), in this case is XXXX XXXX, entered the ACH entry at the request of the Originator. The ODFI collects payments from consumers and transmits them in batches at regular, predetermined intervals to an ACH Operator. What should have been seen by USAA FSB, and verified, is the security protocols that protects their consumers from such illegal transfers. The names on the accounts were different, this should have initiated a closer look for a search of an authorization for wire transfers signed by the FSB account holder.
|
| 04/06/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my husband filed for a chapter XXXX bankruptcy. I was a non-filing spouse and I was not on the bankruptcy filing. On XX/XX/XXXX, my husband received a discharge from the bankruptcy court - United States Bankruptcy Court for XXXX Washington. That case was XXXX.
I live in Washington State and I have been married to my husband since XX/XX/XXXX. Washington is a community property state. As such, community property rules apply in bankruptcy cases. On or about XXXX, XXXX, I applied for and was approved by USAA Bank for two credit cards with a {$2000.00} limit on each card. Even though I was the only person listed on the two credit cards, these accounts are a community debt. USAA closed those accounts on or about XX/XX/XXXX even though I was making all payments on time. Despite this, at the time of my husband 's bankruptcy filing these debts were included in the scheduled debt since these debts are part of the marital estate in a community property state. Both my husband 's attorney and the bankruptcy court verified to me that the two credit card accounts from USAA were discharged under the bankruptcy filing.
On or about XX/XX/XXXX, USAA reported both credit card accounts as 90 days late on my credit report. They continue to send me statements on these credit card accounts as well. Furthermore, they are calling me in an attempt to collect the discharged debt. Despite notifying USAA that these debts were discharged under community property provisions, they continue to attempt to collect on these debts, despite their discharged status.
The primary purpose of bankruptcy is giving the honest debtor or debtors a fresh start by discharging certain debts. Bankruptcy Code 524 includes community debts as obligations subject to discharge. Even though only one spouse files bankruptcy, the entire community may receive a discharge, which means that the obligation is no longer enforceable against any community property or the separate property of the filing or non-filing spouse.
Section 524 grants protection to after-acquired community property so long as both spouses are innocent of any wrongdoing. In other words, if all claims are dischargeable and both spouses are eligible for a discharge, even if only one spouse files, then community creditors are barred from asserting their claims against the couples after-acquired community property. As a result, a debtor spouses discharge prevents all collection of claims against the non debtor spouses separate property, with state law determining whether the separate property of the non debtor spouse is liable for community claims.
In a community property state, debts acquired during the marriage are community debts. When defining separate liability, which USAA is attempting to do as for me, the bank is incorrectly asserting that the debt for the two credit cards survived the bankruptcy filing of my husband. However, what defines a separate liability does not apply in this case. Separate liability is defined as : -debts one spouse owed before the marriage -debts acquired during the marriage in one spouse 's name and never used for the benefit of the other spouse or the marriage. This does not apply since my husband was an authorized user on my accounts.
Furthermore, this debt is not a debt defined as non-dischargable under the bankruptcy code.
USAA is breaking federal law by pursuing this debt. There are also damages I have incurred as a result of their negligence for which I will be taking up with an attorney. Damages I have sustained as a result of their acts include a reduction of my credit limit on multiple credit cards and the closure of one of my credit card accounts. All total, USAA 's negligence has caused me to lose over {$17000.00} in available credit because of the inaccurate reporting of this account on my credit report.
|
| 11/16/2016 |
Yes |
|
|
|
Web |
|
|
Beginning in XXXX, 2016, I had some issues with my credit card company on XXXX card accounts. The issues are specific to their systems for payments being inoperable and not able to receive payments online, via bill pay, etc. The XXXX accounts are XXXX, and XXXX.
It began with my logging into my accounts on my iPad, as part of my normal course of actions each month, to pay the amounts due on each credit card account. In trying to make payments on each account, the process would not proceed to the completion phases of the transaction. In fact, it stopped well short of it each time. My payment was n't due for several days, at this point, but I called in to customer service to see what the issue was. The representative informed me that there was a known issue with their online systems for web bill pay. Ticket # XXXX. Essentially, there was no ability to make payments on accounts while this issue was in existence. I was assured that the IT team would get the issue fixed soon, but no timeline for completion could be given at the time. So, I was told that I could try it in a few days and all should be fine.
In trying again in a few days, I found that the same issue existed. No payments could be made in any format online, from within your account, or through bill pay. So I called the bank once again. I was told that there were still known IT issues with their systems as they relate to bill payments. In the alternative, I was told that I could make the payment with the representative over the phone if needed. I was also told that the systems would be back up and running soon, but no timetable could be given. I was also assured that no payments would be listed as late as they were aware of the current IT issues within their systems and that payments made through alternative means would post to accounts without delay. I effected the payments on each account with the representative on the phone that day.
XXXX weeks later, I see that both accounts were reported as paid late on my credit report, for XXXX 2016. I called the bank again to find out how that could be. At the time, I was told that the only remedy that I could use to fix this was to go through the credit bureaus and dispute the reporting. During my call, it was confirmed that ( 1 ) the issue with the web bill pay systems still existed, ( 2 ) that my issue was never recorded correctly in the notes nor was a proper issue ticket created for my specific issue, ( 3 ) that the bank recognized that the late payment issue was not my fault and that the late fees were going to be credited back to my account ( that were applied on the XXXX, 2016 billing period ). The late fees were credited on each account on XXXX/XXXX/16. My NEW IT issue ticket number is # XXXX.
I completed a dispute via the credit bureaus and waited. The results came back still showing that the XXXX card accounts were being reported as late in XXXX, 2016. Frustrated with this result, I called the bank once again and was transferred to their Member Debt Solutions department. I was told that there was nothing they could do unless I wanted to close the accounts and set up some kind of arrangement on the balances. That was not at all what I was wanting to do, and not an issue I was looking to solve.
I 've been a member with this financial institution for 23 years. I 've never overdrafted an account and I 've never had a late payment in all those years. This INCORRECT and ERRONEOUS late reporting on my credit has cost me credit rating/score points, and has just recently resulted in another account lowering my available credit as a result of the previous event, which then lowered my score once again. All of which started with this bank 's KNOWN IT issue with their online payment systems that is in no way a fault of my own doing and certainly not under my control. Help!
|
| 07/09/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
The issues we have with USAA BANK/CREDIT CARD/DEBIT CARD/LOAN SERVICES/CHECKING/ALL AROUND CUSTOMER SERVICE/RENTERS INSURANCE/AUTO INSURANCE/UNFAIR CREDIT REPORTING and all the things that follow from BAD FAITH INSURANCE to LYING all the way down to in my mind fraud. Before these issues, my life, my credit, my career and my identity where not only going very well, but we can prove, we never missed a bill EVER. We can also show faxes, witnesses, police reports, emails, phone records right on down the line and the fact we never were once late with a credit card bill, ever, we always paid more than was expected. So how come if we always paid on time and kept up with other monthly bills did USAA put our credit card in collections when we sent them identity theft paperwork on the credit card and checking account. Falsely putting credit card in collections itself has cost us major health, job, credit issues we never ever had as well as a whole breed of fake things on your credit. The headaches alone we go through daily and the loss in our lives is extreme. Not to mention the dozen of unpaid policy renters and automobile things need to be paid. But even from the first issue when we were massively identity theft through our checking, even though we ended up finding out who it was and there was an arrest and witness to came to us and testified to the culprit wrong doings, the whole time we had money missing from our accounts prior to finding out what was going on USAA BANK was rude and uncaring and told me that it was probably my boyfriend at the time doing it and I should have him arrested. WHAT KINDA COMMENT IS THAT. And after we found out who did it, when we called to let USAA BANK know XXXX ( ext XXXX ) screamed at XXXX XXXX when he was trying to be kind and let them know what was going on, she did not care, she was more concerned if we wanted anything from them. This is something we dealt with everyone from USAA, all my life I never seen any COMPANY get away with so much. RIght after we submitted identity theft paperwork, ON XXXX DIFFERENT INCIDENTS ( but over XXXX something cases in a few weeks of identity theft ) in several XXXX closed our bank accounts down without warning, we were starnded in middle of no where with no gas money, and food. When we asked why, they refused to tell us and they held on to our money for over a month. And when they do give you an answer its some generic response, WE INVESTIGATED AND FOUND THAT COMPANY ACTED IN ITS BEST INTEREST. Ok, first off, they whip they out and use it for an excuse to get away with crime. I believe companies like USAA BANK that get away with as many issues unresolved as ours and caused not only a major shift, but major health issues, career issues, life issues, identity theft issues, I can go on all day, but USAA BANK does n't care, they do n't. Before this, I never had XXXX these issues in my life, now I deal with it 5 hours a day or more. When a company like USAA BANK gets away with this much, this long, and do n't have to answer to anyone, they breed identity thieves, cause then the thieves think they can get away with it cause USAA BANK not only does but has time and time and time and time again. I ca n't write all the issues here, not enough space. This is a fire engine red alert, this is past time to be fixed, and there are health, life and other issues here. USAA BANK has a long long history of just to many of the same kind of issues, and I do n't understand how they are getting away with it and laughing, lying, stealing money from customers, causing typhoon of disaster, even ceo XXXX XXXX, not only LIED and I have a recording of it, but he did not care that XXXX and XXXX INSURANCE had proof we were in the right. They just do n't care, but I have to, I deserve to live my life stress free from this, and issues resolved.
|
| 01/20/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I tried to purchase 2 tickets to XXXX XXXX XXXX XXXX XXXX XXXX XXXX through the XXXX site. After waiting 20 minutes with no ticket, I closed the site and tried again. The site again hung up and after waiting 20 minutes, I called XXXX at the phone number listed on the site. The XXXX representative told me they were having problems with their website and that I should close out and try again. I closed out the website and instead ordered tickets from XXXX XXXX, which I used the next day.
My XXXX credit card statement showed 2 separate charges of {$220.00} each ( {$440.00} total ). I went online to the USAA site and disputed each transaction with a description similar to what I have stated above. Shortly thereafter, I received a request for additional information which asked me to attach the receipt or confirmation number from the XXXX transaction. I went back into the USAA site and responded by noting that I repeating the story and clarifying that I did not have a confirmation number, receipt, or in fact any email confirmation from XXXX that I had purchased the tickets, therefore there was nothing I could provide.
I again received an email request from USAA to provide a receipt from XXXX and I again submitted the explanation above in the USAA online site as instructed.
On XX/XX/XXXX, I noticed that the transaction had been put through on my credit card, so I called customer service and spoke to XXXX. I went through the story with her and she said she would submit my complaint and have customer service give me a call.
On XX/XX/XXXX, I spoke with XXXX and went through the story again. I told XXXX that since XX/XX/XXXX, there had not been any calls or voice mails left on my phone. He said their team had called me on XX/XX/XXXX ; XXXX and XX/XX/XXXX. I had my phone turned on and was not busy on those days, but never received a call. I offered to show him my phone records, which demonstrate I've never received a call from USAA. I reconfirmed the number they should call. XXXX indicated I was unable to speak with anyone in the office directly to resolve the dispute.
On XX/XX/XXXX, I spoke with XXXX and reviewed the story again. He referred me to XXXX, a Senior Banking Representative with the Executive Resolutions Team. XXXX informed me that there was no record in the system of any of my dispute. She indicated that a manager would call me on Monday, XX/XX/XXXX, even though it was a federal holiday. She also stated that the Analyst would review my dispute within 48 hours.
On Monday, XX/XX/XXXX at XXXX, I spoke initially with XXXX who put me in touch with XXXX XXXX a Senior Specialist on the Resolution Team. XXXX indicated that neither she, nor her manager, nor anyone in the chain of command in the call center was able to resolve my dispute. ( Note : This makes me wonder what the point of this call center is, if they can't actually solve customer complaints ). She put in yet another request for the dispute analyst to call me back, but was unable to provide me with the name or phone number of anyone who could help me. I notified her that I would be filing a claim with CFPB.
I would also like to note that today, I did receive a call around XXXX this morning, which I answered and said hello several times with no response. After waiting a full minute with no response I hung up the phone. This happens often to myself, as well as many others, in this age with robo-calls.
I would greatly appreciate your assistance in resolving this dispute. I would also appreciate it if you could look into the USAA practices. I have been a member of USAA for 29 years and this is the most horrible customer service I have experienced anywhere. USAA has historically been a company that treated their members well. This is a disgrace.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 11/30/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I am an American solider contacting you in regards to several situations that have taken place with my bank account with USAA Federal Savings Bank. On XXXX XXXX there were charges made to my account from XXXX that I did not authorize in the following amounts of {$10.00}, {$31.00}, {$48.00}, {$54.00}, {$63.00}, and {$64.00}. I was logged into my account via computer and saw the transactions taking place right before my eyes. I immediately contacted USAA Bank so that the transactions would be stopped and my card cancelled. The representative I spoke with contacted XXXX and we found that the charges were taking place in another state. I was told that all the charges to my account would be replaced and I would receive a new card. The following Tuesday I received a new debt card but all the charges were not reversed. The next incident happened on XXXX XXXX with a check from a XXXX and XXXX XXXX being deposited to my account by mobile upload for {$2500.00} at XXXX. I had no knowledge of the transaction taking place. After the mobile deposit series of ATM withdraws took place from XXXX to XXXX for {$100.00}, {$200.00}, {$300.00}, a point of sale perches for {$490.00} and a {$1000.00} money transfer was made to an " XXXX '' through XXXX. I was later told by USAA that other attempts were made to take out more money but the system stopped those transaction by shutting down my card and putting a hold on my account. I was not notified by my bank that any of this was happening to my account I woke up the next morning to go and use my debt card and it came back declined. I called USAA and the representative I spoke to said to me that my account was under review due to suspicious active on my account. XXXX XXXX I followed up to see the status of my account and why it was under the review the people I spoke to could not give me an answer on why and how this has happen. XXXX XXXX I found out someone called USAA impersonating me saying that the check was from a good military buddy and asked that the restriction on my account be lifted to access the rest of the funds, later that same day I called to again check the status of my account and was not notified that someone else had contacted them pretending to be me. XXXX XXXX I called to check the status of my account and found out that the fraud department ruled that there was no fraud found with the check that was deposited into my account but the account was still under review. XXXX XXXX and XXXX I called to get an understanding of what took place with my account and how this could have possible happen. Efforts to get this information were not successful, I was left in the dark about the status of my account even though I had been calling nearly every day. XXXX XXXX I called demanding an answer on what happen to the money in my account and I was told that my account was going to be in the negative and that I was going to be responsible for the negative balance if XXXX occurred. I got a chance to speak with senior resolution representative from USAA and was told that I was found at fault for the situation with my account. I was told I must have been careless or negligent with my information or I must have gotten scammed to give out my information. He then went on to say the fraud department is very good at their job and there was no way this could have happen without me knowing or participation of the transactions going on. I told him that we had a class about protecting our personal information in basic training and that I would never do that. I told him that I get direct deposit from the XXXX and have never mobile uploaded. When I asked about them letting the check go through and the funds being available right away on that mobile transaction they had no real answer. Nothing was done to make sure the check was legitimate and protect me.
|
| 10/16/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I am filing a complaint against USAA Federal Savings Bank. On the morning of XXXX, I looked into my online banking and noticed I have XXXX unauthorized transactions on my account # XXXX. The XXXX transactions are {$1000.00} and {$990.00}. I called the bank right away around XXXX XXXX at the same date to report this. On XXXX when I got more detail about the transactions I called XXXX because the money were sent to someone named XXXX XXXX at XXXX. XXXX 's fraud department manager XXXX was able to find the transactions and found XXXX XXXX ' XXXX account was involved with fraudulent activities. Here is the direct quote from his letter to USAA ( I also can provide the whole letter if needed ) '' We investigated the transactions and found that the transactions were initiated by someone who had access to XXXX XXXX 's online banking. The XXXX Account that received these funds has been confirmed to be engaged in malicious activity, resulting in a permanent restriction of our services to them. I can also confirm that there are no apparent ties in between XXXX XXXX and the XXXX Account Holder that received these funds, meaning that it is highly unlikely this is a case of collusion. '' However, USAA called me back eventually and told me this is a scam. And if they ca n't retrieve money from XXXX, we were held liable for the loss. They said I am liable because I authorized these transactions. I asked how you can show I authorized the transactions such as which device they were initiated from but they could n't provide me with an answer. So I was accused of stealing money from my own account and they ca n't provide me any proof. Thus they used this to deny to reimburse me back. I request an appeal but they said the case was already reviewed twice and they refused to look into again. Therefore I am bringing this to legal actions. I feel this is the only resort left to get my money back.
I am also filing wrongful accusation, negligence, breach of fiduciary duty, and incompetence against USAA based on the grounds below : 1 ) USAA accused me I was trying to scam money from my own account but at the same time they refused to show me any proof. ( Phone conversations happened XXXX around XXXX ). 2 ) USAA would n't do anything to stop further loss when I reported the unauthorized transactions. I have to request to transfer the money out and block my online access so the criminal ca n't continue to access my account. And they still keep my account 3 ) The investigation was not done thoroughly. They never contacted me or XXXX for any questions during the investigation. I contacted XXXX myself and they pin pointed the fraudulent activities. I also confirmed with XXXX that USAA never contacted them in regard of this. I was called XXXX ( XXXX ) by investigator XXXX from USAA saying that she just started the investigation and she left that day around XXXX. The next business day around XXXX in the morning she called me and saying the investigation was done and I was liable. They also told me they were trying to retrieve money from XXXX but nothing was done. The bank 's mobile app had security flaws and I believe this could cause someone stole my information and money without my acknowledgment. I have detailed proof on this and I can show upon further request. I reported this problem to USAA and they told me they were going to look into it but I never hear anything back after that. 4 ) Each time I called USAA I got transferred at least XXXX XXXX XXXX times and I still ca n't reach to the right person. The reps on the phone were contradicting each other each time I called. They also told me I should get a result with in 48hours but I was called the XXXX time after 53 hours that they just started the investigation. When I asked to speak to a supervisors then they just hang up on me every time.
|
| 01/24/2024 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XXXX, someone called USAA claiming to be me and was allowed to change the primary phone number on our account. They then added an external account called XXXX XXXX. XXXX withdrawals were made from my savings account on XX/XX/XXXX in the amounts of {$5000.00} and {$10000.00}. We immediately called USAA. The first representative I spoke with noticed the external account and assured us she would remove it and that someone from the XXXX department would call us in XXXX business days ( We later learned that she did not remove the account and it is not USAA policy to call the customer. ) I went in the next XXXX, XX/XX/XXXX and noticed that the thief 's account had not been removed and that our accounts were vulnerable. I transferred the money back into our account and then transferred the entire balance ( over XXXX ) to a XXXX money XXXX account. The second representative said it was unwise to remove the account as the investigation was ongoing. I needed protection. She did block it from being used. I was the one making them protect us.
USAA credited my account $ XXXX and we called and told them the money is not XXXX. They debited the $ XXXX and an additional XXXX. We called on Friday the XXXX and were told the money would be in our account within XXXX business days. We received a letter in documents on the XXXX stating the investigation was over and there was no fraud. XXXX reason for that call was our account had been placed on a deposit only status and a check to a workman was being rejected. We were not told our account would be deposit only, There were so many things that USAA representatives told us that were wrong and outright lies. XXXX, whose extension is XXXX called us and we thought it would be resolved but nothing changed. I listed for him the things that were wrong and told him the thief received better customer service that we did. He told us that the fraud team never calls the client. I had to tell him I don't work for USAA and that is a conversation he needs to have with the XXXX.
Today, XX/XX/XXXX, we spent over XXXX hours on the phone with USAA trying to get them to transfer from our checking account to our new XXXX checking as it was flagged. We also want our $ XXXX back. We are switching banks after over XXXX XXXX with USAA. I have lost XXXX faith in them.
My XXXX was told that I should have not transferred the money back but should have let USAA handle it. There was not much communication from them. We did what we thought was right. The confusing part is the money may not be real? When I went to transfer, the representative said the XXXX account was empty. Why was I able to transfer?
Every phone call originated with us with the exception of XXXX. The representative today was a bit slow but helpful. We learned that there was an ongoing investigation despite the letter we received claiming it was closed. We now have a case XXXX and will hear in XXXX business XXXX whether or not they will side with us so we can recover our $ XXXX. My husband learned that protocols were not followed and there were things that should have been read to us that were not. XXXX of the XXXX did not even know that a check must clear in order for the bank to see it. Many of the representatives were inept.
Can you help me? How was someone able to hijak my account? Why is USAA not following procedures? Why does every representative have a different story? Why did the transaction type on the $ XXXX withdrawal say convenience check? I feel we are being given the run around and they are trying to buy time. I simply want USAA to do the right thing.
Oh, and we have been asked if we brag about money and if we share our passwords. Really? Take the blame! USAA did not protect us but the thief received wonderful customer service. Our experience has been horrible.
|
| 03/30/2017 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
In XX/XX/XXXX, I was preparing for a job change from a mid paying job to a low paying job, which would reduce my salary to approximately {$XXXX} per year, for first year pay ( XXXX ). I was looking at a {$XXXX} pay cut with a XXXX mortgage payment on a {$180000.00} patio home in Florida.
In order to ensure that I would not default on my mortgage during the unknown time that I would be at low pay at a XXXX, I applied for and was granted an {$80000.00} line of credit based upon equity in my home with USAA Federal Savings Bank. During the application process I explained that I was taking a large pay cut and this money would ensure that I could pay my mortgage in the following years until pay increased. I specifically asked during application, " do I need to draw out this entire amount or can I leave it available ... will USAA ever adjust or take any of it back. ", to which the USAA representative assured me that, " no, this amount will always be there from which you can draw as you see fit. USAA will not take any of it back. '' Shortly thereafter, when I was already at my new {$XXXX} job, USAA sent me a letter stating that due to insurance claims and economy issues associated with it that my {$80000.00} line of credit was being adjusted to {$40000.00}. I had drawn {$20000.00} of it at that time and immediately drew the now remaining {$20000.00} and called USAA immediately.
I then explained that the operator promised me that the amount would not be adjusted nor taken back at all. USAA said, " we have to protect our interests ''. USAA lied to me over the phone during loan application then. I pushed on and experienced financial hardships during my 8.5 years with the XXXX at their lowest pay position.
I left this XXXX and joined a XXXX in XX/XX/XXXX. I was there briefly and now have been hired by a XXXX.
Today, as I have just received my first full training paycheck, I again called USAA to see if I could increase my home equity line of credit to pay off my credit card, which is over 9.0 % interest, since my pay will steadily be rising and I 'd like to consolidate debt at the lowest interest rates possible. Over the last few years, I 'd been maintaining a monthly balance of over XXXX on my credit card and I was unable to decrease this balance. The interest payments on this balance were over {$150.00} per month.
During my call USAA Equity department informed me they no longer process Equity loans. I transferred to the personal loan department and found their loans were not available to me and were at the same interest rate. Dejected, I transferred back to the equity department again and discussed what had gone on years before. I asked if there was any way they could increase my equity line of credit by my credit card amount since this had happened to me years before. The representative told me that the decrease was due to a refinance of my home, which I knew to be a lie. After pressing her about the actual situation, she acknowledged that USAA had indeed taken the money back from me due to " the economy ''. She stated there was nothing USAA could do.
I 've been at low pay for many many years. I 've been at a high credit card balance for many years, paying over {$150.00} per month in interest to USAA, which may have been avoided if I had been able to use the loan they promised me I would have. The original operator lied to me during application. The operator today attempted to lie to me about the reason why the line of credit was adjusted/decreased.
As a result of the lie during application, I 've paid USAA a lot of money. They made a lot of money off of me, a 20 year military member, due to a lie that was told to me over the phone. This could have caused me to have to sell my home, or possibly face foreclosure. This is not how you treat your members.
|
| 09/24/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
This complaint is against USAA credit union. I make payments against my USAA credit card balance via an outside financial institution, XXXX. The checking account # I historically used was changed by XXXX during the summer of XXXX. I updated my checking account number in the USAA online banking system and made payments on the USAA online portal. I believed that the payments I had made posted properly because the balance on my credit card had declined appropriately. It was not until after I logged into USAA around XXXX, XXXX that I learned that my balance on my credit card account did not reflect the prior two payments. I immediately made a large payment and contacted USAA about the error. Since the error, I have moved forward with XXXX CRA disputes and XXXX prior CFPB dispute. After several hours on the phone and multiple disputes the information was properly removed from my credit reports around XXXX, XXXX. The information was later re-inserted into my XXXX and XXXX reports approximately 60 days later without any notification. These two late payments are not representative of the fact the I have over 100+ months of on-time payments made to pay off a vehicle, two personal loans, and six years of credit card use. Most recently, I was told that my case would be looked at by an " executive resolution team, '' though the communication the I actually received was from one individual who himself determined that I was strictly at fault. USAA had promised me on several occasions that they would provide me with the documentation/proof/supporting evidence that they used to deny my claim of inaccurate credit reporting, as well as the documentation that they supposedly sent to me notifying me of failed payments. To this day, USAA has not provided me with any reasonable explanation as to why they refuse to remove this negative information from my credit history. The impact of USAA 's continued negative reporting can not be overstated. This includes nearly two years of extreme emotional distress associated with a significantly reduced credit score that has prevented me from obtaining a mortgage to provide a home for my family, caused the denial of a small business loan, and increased the effective APR on my existing credit accounts. I can not imagine a more compelling case for the Consumer Financial Protection Bureau to investigate. I am a XXXX-retired, XXXX veteran who has completed XXXX to XXXX, XXXX, and XXXX. I am requesting that the CFPB pressure USAA into being transparent and finally provide the documentation that they had promised me on several occasions that justifies their continued adverse reporting. I expect that documentation to include all relevant information including, but certainly not limited to : the date/time/payment account number of the failed transactions, date/time/transaction record of all online banking activities between the dates of XXXX, XXXX XXXX, XXXX. Additionally, I expect that USAA provide me with any and all internal documentation pertaining to all previous internal reviews of this matter. I believe that my request for this documentation is fair and reasonable considering the significant negative impact that USAA 's reporting has had upon my life and my ability to provide for my family. Additionally, I have requested on three separate occasions that the CRA 's provide me with documentation of their dispute investigation that justifies USAA 's continued reporting of adverse information. To this day, I have not been provided any such information except for USAA 's statement that they must report all information accurately. USAA is reporting is NOT accurate because I did make payments for the months in question. Because the payments did not post properly within USAA systems does not negate the fact that I made each of them in good faith.
|
| 08/10/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
XXXX XXXX XXXX # XXXX Originator XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX USAA ID # XXXX Complaint 1 1 ) USAA XXXX XXXX XXXX XXXX number XXXX purposely and willfully deceived me by committing to a 30 Year Fixed mortgage on my property located at XXXX XXXX XXXX XXXX CT XXXX then recanting her decision by having XXXX XXXX XXXX XXXX state on XXXX XXXX 2016 & quot ; Due to rental losses we are not able to secure an approval & quot ; Fearing total incompetence on USAA & # XXXX ; XXXX part I asked for an email outlining what stipulations were required for a " clear to close '' or final approval. In an Email Dated XXXX XXXX, 2016, @ XXXX pm XXXX XXXX XXXX XXXX number XXXX committed to this mortgage from her business email address by stating the e-mail below contains the stipulations required to obtain cleared to close on your refinance application.
1. Final Inspection of XXXX XXXX XXXX XXXX -- I have spoken with the appraiser and requested the final inspection be completed and provided back to USAA directly for review. The appraiser will be contacting you directly to set up a time and confirm all repairs are complete.
2. You have advised that the necessary assets for your closing costs will be in your USAA account by XXXX/XXXX/16 from your employer. Once this is complete we will pull new bank statements. Please take note if there are any large deposits that are non-payroll related we may need to source their origin.
3. Please provide the termite inspection for the property upon completion.
Please ensure to provide all pages including the invoice and if the inspection indicates that treatment or repairs are needed that will need to be addressed prior to final loan approval.
4. USAA has ordered the payoff statements for the XXXX liens that will be paid off, XXXX XXXX has advised their turnaround time on delivery is 5 business days.
5. I will be contacting XXXX County Tax assessor to confirm that the taxes have been paid in full, when I spoke with their representative today they stated they were still marked as unpaid in their system but they were aware that they are 'bank paid ' and they should be received and system updated by Monday.
This email was also sent to the business email of supervisory staff XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Identifier # XXXX and XXXX XXXX # XXXX.
Thru their negligence and refusal to correct XXXX XXXX & # XXXX ; XXXX statement they endorsed her statement.
All these stipulations were completed by XXXX XXXX 2016 and as promised should have given a clear to close.
Complaint # 2 I was willfully deceived by XXXX XXXX XXXX # XXXX. In a verbal conversation XXXX .
XXXX stated tax returns were not needed in this refinance. The loan closing was delayed then denied for in part information on the tax returns.
The decision to device me during the application process prevented me from seeking other options including FHA, or XXXX XXXX refinancing.
After applying for the loan, offering my intent to proceed, and having a processor assigned I attempted to submit my tax returns. The original loan processor assigned by USAA XXXX XXXX XXXX he started a conversation on or about XXXX XXXX, 2016, I stated this deal is " stalling and that no one is working on it '', XXXX asked why I felt that way and I informed him that USAA has not requested the proof of income, his reply was " USAA uses a streamlined process and tax returns are not needed ''.
Although hesitant to accept this answer I did because USAA had a signed IRS form XXXX. I had brought this up throughout the process.
Complaint # 3 USAA, through negligence did not advance the loan application until being forced I attempted to make contact with XXXX XXXX XXXX several times and received no callb
|
| 07/21/2016 |
Yes |
|
|
|
Web |
|
|
I am a current checking account and auto insurance policy holder. Part of being a member of USAA is that they offer a free credit score program via XXXX. Last week I had received a pre-approval offer from USAA for a balance transfer card offering an attractive 0 %. ( While my career is in XXXX, I understand fully that an offer or even a preselected letter never guarantees an approval. ) However, the fact that they are paired with XXXX to provide my credit score and report to me would lead me to think that my credit had been reviewed to send that offer. While my credit is not perfect. I do not apply for things, I have XXXX inquiry. My DTI is impeccable. I have steady work history in banking over 5+ years at one bank and 6 years at the prior one. Income over XXXX, I had a ch XXXX bk in XXXX that was discharged however, I have reestablished since and no derogatory since. The only negative that I have is my utilization. I only have XXXX cards, XXXX that is {$4000.00} and XXXX that is {$500.00}. My Credit Score at the time of application was ( According to my CBR ) : XXXX XXXX now it is showing XXXX points less due to the inquiry. I am not one to apply for cards or anything. I only applied after being prompted, believing I was preapproved by my bank and insurance company. I have never made a late payment to them and have a great relationship. I was told I was denied the card due to : Derogatory Credit history and lack of positive credit history but I was given a counter approval for a secured card. When I called to speak with an underwriter I spoke with " XXXX ''. She was not helpful, nor an underwriter and did not understand anything to do with the Fair Credit Lending Act. She only wanted to provide me the information around my counter approval. I advised her I am familiar with what a CA is and why it was issued, however I wanted to supply further information around my credit history. I advised I wanted to speak with a supervisor, I was told there was no one available and could only speak with her. She took my information and " went to an underwriter '' and came back not even 3 minutes later and advised me that I was still declined. The underwriter ( whom she could n't give me a name ) felt that I had limited credit ( a paid down auto loan since XXXX, that was originally XXXX now XXXX, and my credit cards ) and then I had " medical collections. I advised that those were in dispute and not mine, one is {$71.00} dollars and the other is {$200.00}. I would have never applied for the card unless I thought they had pre-reviewed my information!! Now I have an inquiry and I want to buy a home in 6 months, my utilization is not any better and my score took a hit for NOTHING!!!. I just wanted to balance transfer my card to a 0 % to help with my utilization, but I never would have applied without the emails!! I thought my bank would help me! When I advised her, she told me " good luck '' and read the letter and call XXXX. I tried to call back later and spoke with " XXXX '' later in the day pleaded my case and got the same story " No manager, No Supervisor to speak with and connected to card member service '' and was told the same thing " " There is nothing I can do, well, I mean you can apply for a different card, maybe without rewards or something?!. '' I had just explained how upset I was about the inquiry earlier in my conversation, and I asked ... : '' Well would this new application pull a new inquiry? " Oh yes, it would '' Why in the would you suggest this as an option?! '' Also, you are partnered with XXXX to offer free credit products, THEN pull XXXX credit reports? VERY bait and SWITCH! The biggest insult was the next day, I received YET ANOTHER PREAPPROVAL EMAIL TO APPLY! GET IT TOGETHER USAA! YOU turn me down and want me apply again? Terrible Experience.
|
| 06/21/2016 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
It 's baffling how USAA and all departments have gotten away with horrible service and avoided major issues, as well as closing accounts that we proved where identity theft, including credit card you put in collections when it was identity theft. How many times have we approached you and you given blanket responses " COMPANY FEELS ACTED IN BEST INTEREST '' that is not a resolution closing bank accounts, shoving credit cards in collections when we gave XXXX police reports and then some in XX/XX/XXXX and beyond. There are so many issues USAA not taken care of, lied, gave false information to some companies, in XXXX XXXX when all of the issues were stressed that were unresolved, USAA promised to take care of them, CEO XXXX XXXX called three times from XXXX XXXX to XXXX XXXX leaving same message USAA was gon na get to the issues, but then in XX/XX/XXXX all was told to us was USAA XXXX said that did not want to pay us anything at that time. Is that even legal? Every time we took time off work, our careers, to do all paperwork, get statements from witnesses, gather evidence, and for what? XX/XX/XXXX when on phone with CEO XXXX XXXX admitted he had no idea what any of the issues we were addressing were, yet he left three messages prior saying USAA was gon na work with us. But four months in, not one of issues that collided into other issues in our life causing health, job, credit issues, issues we did not have before all this. DId USAA ever stop and think, if you took care of rental issue like you said in XXXX XXXX, maybe we would not ended up in a place where we had another incident. Or if USAA handled their banking and credit card issues we would not had to go to other companies for SECURED cards we never dealt with. We had a credit track record paying our bills, until identity theft major robbery, XXXX and the like. There are over XXXX incidents where USAA did not do its part and we ended up having to pay triple on triple. And why when we sent in depreciation receipts after waiting for over 14 months hear back from XXXX XXXX, did XXXX XXXX then all of a SUDDEN SAY " USAA OWES YOU NOTHING AT ALL. '' Why that day, why all of sudden 4 months USAA was working on issues nothing getting resolved, and all of a sudden USAA leaves a voice message. But then why in XXXX XXXX did USAA confirm with XXXX and in XXXX XXXX with XXXX USAA illustrated the AUTO CIRCLE program that we tried to get for over 8 months with NO CALLS BACK, and do you know the issues that were created when we had to go get another car to replace the one you were to provide from AUTO CIRCLE PROGRAM. The ramifications alone have caused severe issues. There is an attachment for consumerfinance.gov get a better idea of part of the situation. There are XXXX departments in USAA that need to fix issues, each department needs address issues separately. Right now we are trying to resolve the credit card issue. If Usaa does not handle this issue, and we have to dispute it, we will provide the police reports you already have to consumerfinance.gov and from there the 15 hours a week and more we put into these issues for 4 and half years, we will look upon agencies and law to enforce proper just dues. Usaa does not have to care, like, its customers, it does not even have to care we were identity theft, but it does not mean USAA has the right to undermine us, take advantage of our situation, and knowing you were given police reports to identity issues and theft, turn around and cause a bigger ripple effect.There are laws in place for this, do you know the amount of financial damage caused by a situation you could have worked with us as we tried all this time to work with you, and off mannered maybe as of late, but after USAA lying, screaming, ignoring, and laughing at us, we found ourselves a little thwarted.
|
| 07/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Between the dates of XXXX and XX/XX/XXXX, five deposits were made in the amount of {$5000.00} each, leaving my account with a XXXX surplus. I called USAA notifying them that these were not done by me or my mother. The representative looked through the accounts and explained that what they were looking at was very typical of some type of criminal activity. They hung up with the representative and assumed this would be taken care of as USAA has always done right by my mother. She was reassured that none of her other individual accounts through USAA were linked to this shared account that had been hacked. From XXXX daily deposits and withdrawals were made again in the increments of XXXX, this time leaving a balance of XXXX as of XX/XX/XXXX. From XXXX, XXXX withdrawals were made in XXXX increments leaving the account with a balance of XXXX as of XX/XX/XXXX.
Our issue is that at no time were we notified by email or phone of these transactions, nor was this account flagged by anyone in the banking department as suspicious. This should have been done on the when the initial call was made to USAA making them aware of unauthorized activity on the account. On XX/XX/XXXX a closing transfer credit of XXXX was issued to this account, no email or phone call was given again in regards to this deposit, nor are we sure of where that came from. On XXXX {$13000.00} was depleted from my moms savings and {$7400.00} was depleted from her checking by USAA and applied to this shared account. Again no notification was given from USAA.
On XX/XX/XXXX my mom, while on vacation, tried to take money out of her account, and was denied access as she was showing a balance of XXXX. When she pulled up her account she saw that both her savings and checking were totally depleted. She immediately called USAA to inquire about this and after 2 hours of being on the phone she was able to close the shared account. Sadly, the line was disconnected before they could finish figuring out how she will regain her money that USAA used to cover the fraudulent transactions.
Today, XX/XX/XXXX, I have spent over 3 hours on the phone speaking to 3 different people trying to determine what needs to be done about this account. All I have been told is that these were not internal transfers, and that my moms accounts were depleted because USAA exercised their right to terminate the account based on the depository agreement that was signed.
We do understand that USAA has the right to the funds if the accounts were determined to not be fraudulent. However, we do have some concerns with the handling of this situation after USAA was notified by my family of the suspicious activity. These are the concerns we have and no one has been able to answer them : 1. How does someone withdrawal XXXX in one day without notifying the account holders after the account was supposedly flagged by USAA as suspicious?
2. We were reassured by a USAA representative that my mothers accounts were not comprised with this fraudulent activity, yet they were depleted to cover USAA 's negligence in the handling of the comprised account. Why was this account not closed when the initial call was made? Why did it take the account reaching a XXXX balance for that to happen? How is this account not insured by the FDIC? Why was my moms account depleted with no explanation given.
3. No investigation has been done to our knowledge. We have not been given any guidance in terms of how to file a grievance with the account and no attempt has been made to rectify this situation at all on USAAs part.
I have also sent an email to XXXX XXXX on XX/XX/XXXX stating this very complaint and asked that it be handled by someone other than the representatives we were talking to in the fraud department. We still have not heard from anyone from USAA.
|
| 05/11/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
-We applied for a refinance VA mortgage on XX/XX/XXXX telephonically with XXXX XXXX . We explained that we had a modular home that was built on a walkout basement. We took the time to clarify that it was not an on-frame manufactured home.
- XX/XX/XXXX- We signed the Pre-Disclosure Consent Package electronically.
- XX/XX/XXXX We received an email from XXXX XXXX with a list of items we were required to upload into the USAA system. We were also notified that we needed to pay {$750.00} for an appraisal. All of which was completed within a matter if days.
-Received an email from XXXX XXXX on XX/XX/XXXX requesting additional information on our construction loan.
- Received an email from XXXX XXXX requesting the following information on XX/XX/XXXX : 1. Modular home certification.
2. Please verify if the modular home is on frame ( built in factory ) or off frame ( Materials brought to site to build ).
3. Please provide certification of approval by the state of Colorado.
Materials were provided promptly.
- Received a phone call on or about XX/XX/XXXX from XXXX XXXX stating that my application was declined because my house was a manufactured On Frame home and USAA does not have a product for such a home. I replied that my home was a modular home built to 2015 IRC standards and that in fact it was not a manufactured home On Frame. I referred to the appraisal which listed all the comps as stick built homes and not manufactured On Frame construction. The appraisal clearly identified that my home was in fact on a walkout basement.
-Received a phone call from XXXX XXXX on or about XX/XX/XXXX ( with follow up email ) stating that my home considered by USAA as a manufactured On Frame home and that my application was being terminated since USAA does not have a product for that type of house. I reiterated that it was in fact a modular built to International Residency Code standards as stated in the appraisal.
-Received an email from XXXX XXXX on XX/XX/XXXX showing an image of a barely legible State Of Colorado Inspection Sticker that USAA believes states my home is a Manufactured On Frame home. In fact, This plate only lists the manufacturer 's name and makes no reference to the type of home being " manufactured '' nor does it reference the home is " on frame ''. This image was included with the appraisal which clearly contradicts USAA 's assertions.
- A " Manufactured '' home would not have any State Inspection Labels since they are inspected and certified by the US Federal Government. A home can not be considered " on frame '' if it is mounted on a permanent foundation ( clearly identified in the appraisal ). I have provided several documents to USAA, including my County Certificate of Occupancy, which clearly show my home was inspected in accordance with 2006 International Residential Code verifying that it meets all criteria that a similar On-Site constructed home would need to meet ( AKA " stick built '' ). I have also sent USAA images of my home showing that it is on a permanent concrete foundation and therefore could not be on the steel frame that manufactured homes are delivered on.
I believe that USAA is either grossly incompetent by selecting a single obscure State of Colorado inspection label that only asks for the name of the home 's manufacturer and ignoring the significant additional information contained in the full appraisal. OR they have chosen to discriminate against me because my sole income is currently derived from VA XXXX and Social Security XXXX. I do not reach this conclusion lightly. However, my loan to value meets requirements ( home appraised at {$500000.00} when requested financing is for {$220000.00} ), my credit scores from all three reporting agencies are excellent, and I have been a member of USAA for 30 years.
|
| 03/18/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I began my relation with USAA bank in XX/XX/XXXX while I was serving in the United States XXXX. Since that time, I 've had numerous products with this bank, ranging from checking, savings, consumer and auto loans, credit cards and financial products. During that time, USAA has never sustained a financial loss from their relationship with me. I have always paid any loans back on time and I handled my deposit accounts responsibly. This was the story up until XX/XX/XXXX.
On XX/XX/XXXX, I was contacted by a representative from USAA 's fraud department. During that call I was notified that USAA would be terminating their business relationship with me. At that time, all my accounts were closed. Balances in my multiple checking and savings accounts were returned to me, even though it took over two weeks for them to release the funds to me. They closed my credit accounts as well. They also revoked my ability to monitor my accounts online, despite me having over {$100000.00} in loans outstanding with them as well as a vested interest in ensuring any loan payments I make are properly applied. Their actions are preventing me from doing this.
This is where the problems began.
In XX/XX/XXXX, I made payments through USAA 's representatives for a signature loan with an approximate balance of {$55000.00}, an auto loan with an approximate balance of {$17000.00}, as well as XXXX credit card accounts, with balances around {$31000.00}. These payments were taken from my XXXX checking account, but they were not applied to the appropriate loans. It took more than two weeks, over ten hours on the phone, twelve phone calls with multiple representatives as well as intervention from their corporate counsel 's office to compel USAA to find the payments and apply them to the respective loans. Despite doing this, USAA applied the payments late and charged me late fees and increased interest charges despite them misapplying the payments and despite me providing them evidence the funds were deducted from my checking account over two weeks prior.
Since the XX/XX/XXXX payment, I have experienced multiple issues with payments I 've made to USAA. I am skeptical with providing USAA with my financial account information given the issues related to my XX/XX/XXXX payment. I have attempted to make payments to USAA in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX by utilizing XXXX 's bill pay feature. Despite my willingness to do this, USAA will not provide me with full account numbers for my credit accounts so they can be included with my payment. They will only provide me with the last XXXX digits of the account numbers. As of XX/XX/XXXX, there are XXXX checks that were issued by me yet they have not been deposited by USAA. These payments are for my credit card accounts with them. Furthermore, they will not verify to me that the payments I am making to them are being applied properly. Whenever I call in to this bank, the front-line representatives will not verify information with me. They inform me that I need to speak to a certain representative within the bank, whom I have left numerous voice mail messages with and who never returns my telephone calls.
It is noteworthy to mention that USAA 's deliberate and gross negligence in handling my payments have resulted in my credit score dropping over XXXX points. As of the date of this complaint, the bank is reporting multiple accounts as being 90+ days past due which is further affecting my credit. These payments have been made to them. They just are n't The payments are being made to them, yet they are not being applied to the loans. I am at a loss on what to do since nobody at USAA can help me. I am constantly transferred to different departments, and upon getting a representative on the phone, they are unable or unwilling to help me.
|
| 06/19/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
My name is XXXX, I am my father 's heir & the court appointed Administrator of his estate. My father became very ill on XXXX XXXX. XXXX and passed away on XXXX XXXX. A family members took advantage of the situation to access his personal files & take his USAA account information & his bank debit card. 4 days befor his death she began using the card for purchases, XXXX hours before his death, XXXX she added her name to his checking account by an esignature on a mobile device that had just been added to the account. I have affidavits from the family members present and from the XXXX staff as to his condition and notifications by email from the bank as to the account changes. 2 days after my father 's death I was going through his computer & found an email notifying him of changes to his account. I immediately called the bank & advised them of the situation that my father had passed away the same day the changes were made but his physical condition would not allow him to have been able to make those changes, that I believed it was identity theft and fraud. I was told to send a fax to the fraud/security dept asap to hve the accounts frozen. I sent a fax the next day and followed up with a phone call. I was then told I needed proof, a certified death certificate to show he had really died. I offered the physician & hospital 's information and the number to the local police dept as evidence as the death certificate usually takes 2 weeks. they blew me off. I went to the police dept and directly to the coroner 's office & managed to get a death certificate 5 days after his death, on XXXX/XXXX/XXXX even before XXXX XXXX health dept had a copy & faxed it along with a letter advising USAA of my suspicions & the circumstances surrounding the theft.I was told the account would be frozen. They were not. USAA refused to give me any information without a court order, which i thought was ok because I was assured the accounts were frozen. I filed in probate court & notified the bank by phone & faxed copies of the court orders as quickly as I received them. The judge granted me limited powers as an Administrator to investigate what had happened to certain assets of the estate including the bank accounts & ordered the band to provide me any possible information regarding these accounts. I faxed a certified copy to USAA and they ignored me. When I called they would shift me from dept to dept never providing any information. During XXXX of my calls I was on hold for 7 & a half hours. I have the fax verifications & my phone records to verify this 3 and a half month after this begins I am finally given bank statements which show that the thief 's name is sstill on the account that the address has been changed & that a total of about {$180000.00} had been transferred out of the accounts. I notified USAA that this was theft, asked what actions to take & was told that they were reviewing the account & would let me know. The ; probate court order that funds from the account be credited back & be put in a blocked account, yet the has failed to respond or comply. I sent copies of my letters of Administration for my father 's estate along with a detailed list of questions regarding the account and the stolen funds & I have not yet received a reply, it been almost 2 months. I asked for a copy of their report on the unauthorized transactions, routing histories & what action would be taken to credit back the missing funds & prosecute the thief & I am ignored. I have called, faxed, emailed & sent by regular post multiple letters & packets of document to support my statements & I am still being ignored. The best reply has been take whats left & go away there 's nothing we 're going to do for you. It has been 6 months & I am paying all probate & estates bill myself. i am a single m
|
| 08/11/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
XXXX XXXX 2016 Statement from : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX XXXX Dear XXXX, I am writing this statement as a charge of inappropriate conduct by my Credit Card company. The company 's name is USAA. It is based in XXXX XXXX. My USAA member number is XXXX. The credit card associated with that membership is a XXXX XXXX ending in XXXX.
In XXXX 2016 I began working for a company based in New York after they reviewed my resume, interviewed me, and I attended a XXXXmonth online training program. The company 's name is XXXX XXXX XXXX XXXX. I was to work for the purchasing department while waiting to attend site-specific training in the New York office. The company gave me purchase orders that I was to fulfill once I had received funds in my account from their bank - XXXX.
I called USAA to establish the bank and accounts that could deposit money into my credit card. I told the USAA operator that I did not want this to be a two-way set up, deposit only. The operator assured me that would be the case and that I should establish the connection through the website rather than over the telephone. I went online to the USAA site, logged in, and added the company 's bank information for deposit to my credit card. At the time, my XXXX had a limit of {$12000.00} and approximately {$11000.00} balance giving only {$1000.00} of available credit. I would not have been able to purchase any purchase orders if money did n't arrive into the card.
I used the bank account information provided by XXXX XXXX and deposited the authorized amount into my credit card as a payment. Once the payment cleared, I received email notification from USAA that they received the credit card payment and posted it to my account. My available balance subsequently dropped by amount that was deposited and I then made the purchase, per the purchase order. This happened 3 times over a period of a few weeks in XXXX. Each time, USAA sent me a confirmation email that they received the credit card payment and posted it to my account. My available balance dropped each time.
In late XXXX, I became amazed and distraught to find out that somehow the charges were all added to my account and that I was overdue for the XXXX purchases - approximately {$20000.00}. I immediately called USAA and explained the situation to them, seeking how to resolve the issue. They were of no assistance.
I called the local police and reported the issue. They told me that because I was in XXXX and the company was in XXXX, they would not be able to take action. They recommended I talk to the fraud department at USAA and said they would better be able to resolve the issue. When the police told me they would not be able to take action, I immediately reported the situation online to the appropriate government agencies I could find online.
I then called the USAA fraud department and XXXX separate people assured me that the issue was resolved and I would not be liable. This happened approximately the first of XXXX. Because they assured me the issue was resolved, the account closed, and I would be issued a new account, I breathed relief and continued to a new and different job.
Toward the end of XXXX, I was informed that a USAA bill arrived at my house for {$60000.00}. I again called USAA and XXXX more representatives from the fraud department assured me that the issue was resolved and I had nothing to worry about. In the first week of XXXX USAA told me they would not take away the debt.
During the entire process working with XXXX XXXX XXXX XXXX and with USAA I acted uprightly, trustworthily, and in good faith. I am a retired XXXX XXXX and a XXXX. I have undergone numerous background investigations due to positions of trust. My ethics and conduct were completely appropriate in this entire situ
|
| 12/18/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
Servicemember |
|
I took out a person CAR loan with my ex fianc ( XXXX XXXX ) on XX/XX/XXXX. I was a co-signer on his XXXX XXXX. We separated and ended our relationship after the car loan was initiated. I voluntarily decided to stay on this loan. After XXXX i was required to file for a restraining order to keep him from contacting me. Afterwards in late XXXX with the help of a court appointed mediation we came to the decision to Co-parent for the sake of our childrens.
My childrens father passed away in XXXX and I was informed that he had two outstanding loans that i was a co-signer on. I called USAA and asked for explanation of how i was a co-signer on two loans when i was only aware of co-signing on one ( the CAR LOAN ). Their explanation was that My ex signed up for a personal loan in XXXX with me as a co signer and that USAA sent me an email to my personal email account to inform me of this. I have no knowledge of ever receiving this email traffic.
My response was that why had they not called me and verbally requested my permission or sent me a message to my USAA Message center for digital signature. USAA informed me that their policy is to send an email as notification and that if Co-applicat does not dispute that they will continue with the loan.
I have since talked to death relations department, the consumer relations department, the CEO Relations Department. All have stated that when i called in to cancel debt protection on my exs personal loan ( what I was Identifing as his Personal Car LOAN that we were talking about ) ; the USAA Representative i spoke to on XX/XX/XXXX NEVER Identified the loan that she understood that we were speaking about was his Unsecured Personal loan ( loan i was not aware of ). She never identified that XXXX had two loans with me as a co-signer. She could have asked if I was I speaking of the car loan or the personal unsecured loan at that time but she did not, that would have helped me to be informed that there was a second loan with my name identified. I stated to all that when i called into the personal debt protection department on XX/XX/XXXX. I was under the understanding that i was talking about the car loan because that was the only loan that i was aware of co-signing for. I did initiate a chat conversation while on the phone with the USAA represenitive on XX/XX/XXXX. The representative on the phone instructed me that the only way to cancel debit protection on personal loans was to do a chat session with a USAA Represenitive. I initiated a chat session with a different representative ( while still on the phone with the other USAA representative ) who informed me of what to write. After writing information about canceling the personal loan protection ( again assuming that the phone represenitive was supplying me the correct information for the personal car loan ) The chat representative informed that I in fact could not cancel the Debit Protection on the account that only XXXX XXXX could do this as he was the primary loan holder on the account. I then ended both the phone conversation and the chat conversation. I then called XXXX and instructed for him to call USAA to cancel Debit Protection on the car loan. He called and canceled all debit protections on all accounts to include the Car loan and the Unsecured Personal loan at a later date that i am not aware of exactly but would assume was within a few days of my phone and chat conversation. USAA will not inform me of the exact day that he canceled the policies.
I am very confused as to how USAA can authorize a loan on my behalf without my knowledge. They seem to not want to take responsibility for this HUGE oversight and i am now very worried about all current and future accounts that i have in regard to their security of my personal financial information.
|
| 08/24/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
My bank garnished XXXX from my checking account. They claimed I had ten days warning, but as evidence of this complaint, I did not receive such a warning. They said that a mobile check deposit made on XXXX XXXX, 2016 was either not clear or was labeled as non-negotiable by the issuers bank so they could not offer details. They supposedly emailed me on XXXX XXXX, 2016 to inform me of the impending garnishment. I am now negative in my bank account because of this, with pending debts to bounce, also leaving me with the inevitable overdraft fees. I do not have overdraft protection, and should not need it for this situation. I received a confirmation that the payment went through and held onto the check for a week, which is longer than standard practice. It even states on the confirmation to ensure you shred the check after the confirmation. Why am I only hearing of this issue in XX/XX/XXXX?! Who keeps the check that long, especially when formally advised by my bank not to? When I spoke to customer service, they stated they could n't even see who the check was from-leaving me no way to know how to collect my payment from someone and to advise them of the situation. I had to rant and rave and ask to speak with a supervisor, which they said were not available. I think that 's a lie, or a flaw they have in their business. I was transferred to executive relations and spoke with XXXX. She said she had another tool to find out who the issuer was. Why not equip all the reps with said tool? Why did I have to threaten a complaint to find out this information? When USAA decided to offer mobile banking, they obviously had protocols in place for this garnishing system. Why not have protocols in place to protect the customer? Is it a scheme to collect overdraft fees from its customers? Are they offering a service they are ill equipped to fund, stand by, or understand? Are they out for the benefit of mobile deposits and the business they get from it, but not in the business of protecting it 's customers? What is the protocol for this phantom email warning me of it? The decision to email customers is a poor choice. I receive junk mail and advertisements from them three times a week in the regular mail. Why ca n't they send a real letter? I also have text alert. Why could n't they send a text? My guess is because they want the overdraft fees. Or they do n't care about customer care and convenience? When I asked XXXX about these things, she apathetically said " Well, you had ten days notice. '' That was infuriating. Clearly I did n't get the memo, otherwise I would have made arrangements for the money to be in the account. When I asked why I could n't speak to a supervisor, she said supervisors are not there for customer service issues. I asked how to contact the CEO. She said there is no way. When I said that sounds like a lie and I will put that in my complaint, she said " well I never said there was n't a way. '' So I replied, " then tell me how? '' She said well I can arrange for a callback. She then said it would n't be from the CEO. That is confusing, so clearly I was right the first time, and I am addressing it in this complaint. There should be a way to contact someone who can help, whether it be CEO, supervisor, etc. She then began to ask details about my complaint. Whether it be inconvenience, practices, etc? That should n't matter in customer service and I should n't have to tell them I 'm filing a complaint to get help. I asked her to advise me on what to do and she offered me a personal loan! I wanted them to put money back in or at least offer to waive overdraft fees should my other debts come out without me resolving it first. Obviously, they know people need time to resolve this, I 'm assuming why they gave the " email '' ten days in advance.
|
| 08/27/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
On Sunday the XXXX XXXX I was attempting to retrieve money from the ATM and the transaction was declined. That same day I contact the bank regarding. On the XXXX I called the bank and was told that a restriction has been placed on my account. After asking why that was, I was told that a letter was mailed out to me and my EX WIFE for verification and was the reason. I was wondering why my EX WIFE of 4 years would have to verify my account. I proceeded to explain that we have been divorced and she currently resides in XXXX, XXXX. On XXXX I called again and was told that if I would open another account and have the monies transferred to that account that would be the remedy. I proceeded to ask how I would do that as USAA does not have branches and I have to money to send although I have XXXX and XXXX of dollars in my account. On Wednesday I called USAA again and I was asked do you have another credit card with cash advance capability to send the {$25.00} to open another account? I replied no I do not!! Do you know someone that you can trust to send the money preferably a USAA member? The following day I asked my friend if he would do me a favor and he said he would again. I called the USAA and told the representative that I have someone willing to do the transaction BUT I was told the following after another three calls that my account has been restricted and that all my direct deposits will continue to be received but no money can leave my account. Now, I was furious and said I have complied with everything you have asked from me. I need to speak to a supervisor and eight hours later, I received a call back from a supervisor ( resolutions department ) who concluded there was a lot of false information given to me but again nothing was resolved. On XXXX I called and having contacted the XXXX team I was told that if I could get my EX WIFE on the phone and have her verified that would do it. On Saturday XXXX I have a conference call with my ex-wife calling international from XXXX and myself with a bank associate and a translator doing the translating. While all four of us where on the phone USAA wanted to send an ID number to her phone my EX WIFE proceed to tell them that the number that they have on file is no longer her phone and the phone that she has is a land line we have been divorced for years and to unrestricted my ex-husbands money. This same set up with myself and my ex-wife and translator and bank associate happen on two different occasions. Now I was told that my ex-wife needs to upload an ID of hers so that it could be validated and she complied as instructed the ID had to be loaded up through the USAA site and was done through my tools. On XXXX I called the USAA and asked have they verified the ID now again I was told that it should be uploaded to a different part on the site they said send it to USAA site but to the ID proof. Again, I complied and uploaded it as instructed. The following day I called the USAA and was told that it should be uploaded to USAA site but to VERIFY section. Again, that evening my son and I tried several times and it said that the server was done. On XXXX I called the USAA bank and told the bank employee that I want a supervisor higher up to call me and she was very polite. I was not able to register my kids school and I am struggling with food and bills piling up while my XXXX check is deposited ( 25 year retired Veteran ) my work check is being deposited in USAA bank and I can not provide for my family as my account is restricted. If she would note that I will be filing the following. One more thing the supervisor has not called, and it has been over 24 hours Congressional with my Congressman, Americans with XXXX XXXX XXXX XXXX ), Comptroller of the currency, Letter to the president of USAA bank.
|
| 08/27/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On XXXX XXXX, 2015 my XXXX email was apparently hacked into because I started getting emails on my phone approximately every XXXX seconds. Many of the emails were in languages I do n't understand such as XXXX, XXXX, etc. I did not open any of the emails because I knew something was wrong, and instead I stopped using the email because it was so old I figured the best thing to do was to start a new XXXX email, and I did.
On XXXX XXXX, 2015 and unbeknownst to me, a new Checking and Savings account was opened up in my name at my financial institution, USAA Bank located in XXXX XXXX, TX.
Also unbeknownst to me, and on this same date the culprits did an electronic transfer into this new checking account in the amount of {$2000.00} and electronic transfer into new savings account in the amount of {$1900.00}. Then on this same date the funds were transferred out/withdrawn.
On XXXX XXXX, 2015 at approximately XXXX I attempted to place a phone order for food delivery and was told my card was being declined. I then checked my account online to find that my original accounts ( checking & savings ) with USAA had XXXX balances. Last I checked these account balances it was {$530.00} in checking and {$80.00} in savings. The next morning XXXX/XXXX/15 I called USAA to find out what was going on with my accounts that I had zero balances. That 's when I was informed of the above mentioned transfers in and out of my accounts. However, the representative did not mention that this activity was done in the new accounts that someone had set up in my name~ so I was under the impression that she was referring to activity that took place within my original accounts. Nonetheless, I informed her that I made no such deposits for said amounts on said day ( XXXX ). The representative said a fraud investigation would have to be opened on my accounts and to give them a few days to contact me.
On XXXX/XXXX/15 at XXXX I called USAA for the status and was told that the investigation had been completed and that I was being held responsible for the negative account balance.
On XXXX I called USAA back to get more information on how they determined me to be guilty of fraudulent activity within my account. They said that I did an electronic transfer from a credit union account with my name on it, back and forth to the USAA account. I told them without a doubt that I do n't have a credit union account or any other bank accounts other than USAA. They would not tell me the name of said " credit union '' or the location, but gave me the routing number and account number. I then went to my local police station and filed a report. Also called the local FBI office who looked up the routing number for " credit union '' account and informed me that this was not a credit union account but an account at a XXXX XXXX bank in XXXX, MN.
I went to a XXXX XXXX bank near my home with the information I was given and they determined that the routing and account number was the legitimate account of one of their customers, who is not me. XXXX XXXX confirmed the account belonged to a gentleman in Minnesota, I was not given his name as that information is private.
In closing, I want USAA to reimburse me for funds they confiscated from me in connection with my identity being used for money stolen from the bank. The amount USAA took from me to put towards negative balance is {$610.00} ( {$530.00} from checking & {$80.00} from savings ).
In short, USAA got robbed by hackers and in the process I was used by way of identity theft, but USAA want to make me pay for something that I did not do.
On XXXX/XXXX/15 I relayed the aforementioned info to USAA and they said I 'm still responsible.
How is that so? XXXX XXXX can confirm that I am not a customer with them and have no accounts with their bank.
|
| 12/09/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On Monday XXXX/XXXX/2015 my wife and I were in XXXX XXXX, Florida closing on a second home ( condo ). We attempted to withdraw {$950.00} dollars in cash from an ATM and while doing so our account was placed on fraud alert by USAA. We have been banking with USAA for about five years. We have XXXX daughters ages XXXX, XXXX, and XXXX. We are tied to their accounts because when we had accounts at XXXX XXXX they were taking large fees each month because they did not have high balances, or real estate. We switched to USAA because this would not happen to them and they could still have checking and savings accounts. Two weeks ago we began the process of buying a condo in XXXX XXXX as a beach home. I took out a XXXX XXXX XXXX loan of {$50000.00} to pay for the condo and to furnish the home. We contacted USAA to wire {$30000.00} to a title company in XXXX XXXX. On Monday while in XXXX XXXX, my wife attempted to increase our daily withdrawal limit from the existing {$610.00} per day up to {$2000.00} per day. After getting {$500.00}, and increasing the limit via the USAA automated phone process and attempting to get more cash for some furniture purchases our account was put on fraud alert by USAA. We called USAA and were told it would be 24 hours before this could be resolved. They told us to use the USAA Credit Card and they gave us PIN to withdraw cash off of their credit card which accrues expensive interest. Since we were sitting in a rented truck at {$100.00} per day we had no choice. Twenty four hours later the hold on our account was still not lifted and we then discovered that it was affecting our XXXX daughters accounts as well. We could not pay our bills, access our funds, buy food, gas or anything, and neither could our daughters. Our oldest lives in XXXX. Our middle daughter has her own life in the same town we live. Our XXXX year old was home while we were in Florida and unable to buy groceries. Twenty four hours later calls to USAA they told us it would be three to five business days before we could get any resolution. They are holding our accounts hostage and will not let us assist in even disputing what is going on as we are locked out of online viewing as well. Another call by me to the Executive resolutions department I was told I should have notified them I was leaving my place of residence to do business. The last time I looked Florida was a state in the United States and not a foreign country. They now say it could be one to two business days to resolve. So now we have gotten XXXX different stories from XXXX different USAA employees. My family can not live this way. They are stopping me from paying my mortgage, buy groceries, gas, and just live. They have all of my daughters accounts frozen and they ca n't conduct business either. They say they sympathize with us, but they have to do an investigation and we are helpless to do anything. We are tied to our daughters accounts because they are young and do not have credit established. Please help us fast as USAA is going to destroy my XXXX credit rating with us being unable to pay our mortgage and our credit card bills. At no time were we notified via phone or email that there was potential fraud. They would not work with us to identify what they believed was fraud. They just put us in financial limbo. This is my money and they say they are protecting us, but wo n't work with us. We used their phone app to increase our withdrawal limit, but still got put on fraud alert. We used what they put in place to do our banking. USAA does not have brick and mortar banks around the country so we must use other ATMs to withdraw funds when needed. There is no fraud and if their was some hack happening they could have worked with us to resolve and not have to wait an unknown amount of time.
|
| 06/05/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
Late XX/XX/XXXX I bid for a XXXX on XXXX. I did not win the bid but the seller reached out to me on XX/XX/XXXX. He told me that he had a second that he wanted to sell if I was interested. We exchanged emails via ebay and he gave me his phone number and email via an attached business card. Email reference id : [ # XXXX # ] _ [ # XXXX # ] XXXX XXXX XXXX - XXXX - XXXX ( XXXX ) XXXX We emailed back and forth a couple of times and had a phone conversation on XX/XX/XXXX. Emails were initially exchanged via email XXXX as well as the email for the initial payment. I made the negotiated payments in 2 installments of {$1000.00} each. Prior to shipping the item he offered a second device for a discounted price since the ebay bidder fell through. I fell for it and provided payment in additional installments as shown in the banking transaction history. Over the course of the next couple of weeks, there was always an excuse. First he stated that he shipped it but didn't have the shipping label number so we couldn't track it. Then he shipped it again, supposedly, but gave me a tracking number that did not match the size/weight of a single device, let alone two. That " shipped '' item never showed scanned in. XXXX told me that the post office lost it but recovered it about a week and a half later. XXXX offered to fly out to XXXX area to bring the computers provided I could make the rest of the payment installments. I did and I do not know if he was actually here in XXXX area, but he was always conveniently not available, phone turned off, or 'just missed ' me. He returned and we still didn't have anything resolved. There were several additional attempts made over the next couple of months ( I have documentation for all of it ) where he said he attempted to send via XXXX XXXX, XXXX, another XXXX transfer and all supposedly failed. XXXX XXXX he stated he forgot to get the tracker so I couldn't track it, it took. him several days to get that order canceled. We had similar issues with XXXX and XXXX, he stated he transferred but they were never processed and sent over to me. Supposedly, XXXX 's father died, causing delays in the process and then there was another issue with another family member. XXXX told me that a friend was going to manage this for him as he had no time/bandwidth to fix this. Meanwhile, while all of this was going on, I had been emailing his 'fried ' XXXX to try and get resolution on that side. My gut told me that this was the same guy posing to be two different people. Now I am dealing with 'XXXX XXXX as the friend and we are repeating the same issues. Supposedly they are being sent but nothing is reaching me. Every time something is supposedly sent, they don't have a tracking number or transaction number. At this moment, it has been over 4 months without any resolution and no refunded monies. I have contacted USAA to dispute but they said they were unable to help me and that XXXX had to do it, but if I got a police report and the police got involved, they could help. I filed a police report and they told me they couldn't help as it was internet fraud and out of their jurisdiction. I went to XXXX to try and get a resolution and they refused to help me. I then filed a complaint against USAA with the XXXX to try and get a resolution, at that time they closed the case and told me that they couldn't help me. I filed an XXXX complaint on XX/XX/XXXX and have never heard back. I am at a total loss at this point and my naivety has put me out of a lot of money. The sum is large enough to be a felony, if I understand correctly. I need an advocate on my side who can help fight this and ultimately get XXXX to reverse the transaction and go after XXXX XXXX to get the money from their customer. This shouldn't be that difficult. Please help me!
|
| 09/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I booked a 2-night reservation with XXXX XXXX XXXX XXXX XXXX XXXX for the dates of XXXX XXXX. On XX/XX/XXXX, I decided to change my reservation to a different weekend for later in the month. The hotel has a cancellation policy that states : " You may cancel your reservation for no charge before XXXX PM local hotel time ( 3 day [ s ] before arrival ). Please note that we will access a fee of x amount if you must cancel after this deadline. '' Per the email I've provided to USAA, the reservation was changed on XX/XX/XXXX local time, which is 3 days before arrival. On XX/XX/XXXX, I was charged {$480.00}. I noticed this on XXXX and submitted a dispute. On XXXX, I was asked to submit information ; however, I thought I would receive something in the mail as I receive quite a few notifications form the app so I missed both times they asked for additional information. Due to the information not being received, the temporary credit was reversed sometime in XXXX. On XX/XX/XXXX, I called and asked that my claim be resubmitted for review, as the hotel did in fact charge me unauthorized. The banking rep resubmitted for review ; however, later the same day I received a denial stating, " based on the overall review of the claim, our decision stands as we conclude a billing error did not occur. On XX/XX/XXXX, I called and asked that my dispute we resubmitted for review again as there was indeed a billing error, and I had the documentation to prove this. I was told it would be opened again and to submit the documentation. This call was approximately XXXX minutes. I logged online and submitted my documentation through the " send documentation to USAA '' and selected the banking option. The website stated it takes about XXXX hours for documents to route to the correct location. After a few days, I noticed there was no record of my documents being routed to my dispute, so I spoke to someone on chat, and he advised that he did not see that a dispute was filed but that my call was logged. At this point, I'm frustrated as I called and was told to give it XXXX business days. There were 2 or more calls made at the mark of the XXXX business day and again at the XXXX business day. On XX/XX/XXXX, I spoke to a very knowledgeable person, and she advised me to actually go in my checking account and click on the " view my disputes '' and submit my documentation directly on the dispute claim. WOW! This was the first person to even point me to that option on the website. She actually stayed on the phone until she could see that the documents came through the site. She confirmed she could pull up both attachments and ensured me that it would be reviewed by someone. Interesting enough I received an update on XXXX stating, " we have reviewed all the information and/or documentation received and are unable to determine an error occurred. Who reviewed my documentation because there in fact was a billing error. I tried to dummy my dispute down as elementary as I possible could, but everyone needs to be retrained on how to calculate dates.
Hotel booked : XX/XX/XXXX Check in Date : XXXX XXXX ( 3 day cancellation policy ) Reservation Change : XX/XX/XXXX ( 3 days prior to check in - policy was followed ) Account Charged : XX/XX/XXXX ( 2 days prior to check ; however, I changed the previous day which was 3 days prior to check - well within the policy ) How does the dispute representative not see that a billing error occurred? I changed my reservation 3 days prior to check in, which according to the hotel I very well can make changes or cancel 3 days before arrival. I was charged the very next day. Why? My hotel confirmation shows I changed it 3 days before arrival. There has been way too much back and forth for something I was well within my timeline to do.
|
| 10/20/2015 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Servicemember |
|
The response from USAA Financial Savings Bank ( FSB ) in response to the unauthorized debit from my savings account, and transferred to another FSB member 's XXXX XXXX investment account is incorrect. FSB was contacted by me on XXXX XXXX 2015 referencing the unauthorized withdrawal on XXXX XXXX 2015, and later that day same day I identified XXXX additional unauthorized withdrawals to the same investment account on, XXXX XXXX and XXXX XXXX 2015. I made numerous calls that day, and was repeatedly told, " I am sorry but we can not refund beyond 90 days. '' It was later I was told the XXXX does not got beyond 60 days. I also contacted the FSB multiple times between the dates of XXXX-XX/XX/2015 asking for assurance that no more unauthorized withdrawals would be made from my saving account ending in XXXX. I 'm pleased to know that all conversations between me and the FSB are recorded, they will attest to the truth of what I am saying. If there it was stated that the FSB was uncooperative, I would restate that remark to say unresponsive. All calls were made by me to the FSB. I never received any calls from the FSB. Each call the representative would make an incorrect statement, and I would get a different person each time. I have never received a point of contact. The incorrect statements of USAA FSB policies, and my situation could be due to calls being answered by subcontractors lacking adequate knowledge and training. I was told that would prevent further withdrawals. When I asked about the investigation into how another FSB member could withdraw funds from my saving account, I was told there was no investigation. When banks receives a complaint of fraud or theft, they are obligated to investigate the complaint and respond with a report within XXXX working days. I asked if I could be transferred to the fraud department. The Fraud Department stated their was no investigation because the Written Statement of Unauthorized Debit form ( WSUD ) I submitted on XXXX XXXX 2015, was canceled by the FSB. The day I completed the XXXX, I uploaded it to my XXXX, it was returned back to me the same evening, and the decision was made not to investigate the theft from my savings account. On XXXX XXXX, 2015 at XXXX., I spoke with XXXX XXXX who stated the mistake is the FSB and offered to return all three withdrawals taken by XXXX XXXX. He stated that the error was on USAA FSB. In speaking with XXXX XXXX XXXX, I found out that the individual, XXXX XXXX XXXX, is a USAA FSB consume, and that my account numbers are similar. I told XXXX XXXX that each call I have made to the FSB, I have been told I can not receive my money that was taken with my approval beyond 60 days. The funds taken with the FSB approval was my Social Security XXXX Insurance back pay, and transferred into another FSB member 's outside investment account with XXXX XXXX. The Social Security I receive is affected by my limited income and unemployability. Anyone with income or resources above the SSI income and resource limits are not eligible for the need-based XXXX program, like the one I receive. Should the Social Security Administration take note that my benefits provided for my XXXX, is being transferred to an investment account, I could lose my benefits. The next day, I received a call from XXXX XXXX at approximat4elyXXXX. XXXX XXXX spoke about the XXXX agreement however, XXXX XXXX went into details about how long she been in the banking business and this situation occurs frequently. She remarked that obviously XXXX XXXX was not monitoring his account like me. I quickly told XXXX XXXX that I was the victim, not XXXX XXXX, who has been taking our funds. I received an agreement from XXXX XXXX about being a victim. I was told I would receive an update, but I have not heard from her.
|
| 10/05/2015 |
Yes |
|
|
|
Web |
|
|
This company is cruel, USAA BANK, USAA CREDIT CARD, USAA XXXX not only owes XXXX myself so much money but time, loss of credit, loss of work, loss of so much. They know this, they have letters from state of CALIFRONIA and themselves stating they know they owe us but refuse to pay out, I want to discuss this, they are the most criminal lieing rat-tagged group I have ever dealt with they caused severe health, stress, and employement issues as well, and this call can be proved. they laugh, I have recently become so terrified by their lies and games, and its so obvious the things they owe. This company needs to be disbanded and all employees XXXX XXXX XXXX, XXXX XXXX and all the ceo 's and now XXXX need to never work in this industry again. I am in terror for their lies and insulin. Here is a brief description. Expect many more people to start filing : To whom it may concern, There is much more to this then I can write, I assure you we have witnesses to all events and claims we made with USAA BANK, CREDIT CARD, XXXX. Since XX/XX/XXXX I have put over XXXX hours of my life with all this starting with USAA BANK closing our bank account, and putting our credit card in collections, AFTER we not only proved to USAA that we were being idenity theft for several month stretch and finally someone came clean and we found the culprit, but USAA spent more time, lieing, denying then helping, and before this we paid our credit card on time paying more than owed monthly. And neither of us ever had any thing like idenity theft robbery or uncoathe banks like USAA before this. So it was a lot of learning and pain. We found out our banks were closed by trying to get gas, we were almost out and far from home. They also held on to our money for over a month. That was 4 years ago and started a ripple effect into our credit which swarms us today. There is so much more, so much more that my eyes roll, XXXX, yes XXXX robberies and XXXX car accidents, Usaa never paid the full amounts, the things they promised, and from the first robbery, I would have to say USAA caused these issues to, they made it easy for thieves, like in first robbery, and second, we had people WE DID NOT KNOW AT TIME point out the robbers, and XXXX times a XXXX XXXX CREDIT CARD was talken and used. Usaa owes for so many policy things, they have refused to take calls for last two years when I asked why our last property they said we were getting XXXX and they sent XXXX, I started calling from day one, they even refused to return calls when I tried to send in depreciation reciepts, they refused to pay out on wages on XXXX incidents, they refused to help get a car which they promised they would from their auto-circle program after WHAT WE SUSPECT THEM illegally totaling our car and we had to end up getting one whcih we had to pay over {$2500.00} down and over {$400.00} a month and over % 21 percent interest, all things that could been avoided like so many tens over other things in past years if Usaa stopped hording money and acually doing what they are suppose, they have even denounnced CALIFORNIA AUTO INSURANCE INVESTIGATION which they had previous agreed with on several things like my veneers and wages and other things hey were to pay out but flattly refused. There were beatings, XXXX and other hard core things USAA knew and didnt care. They opened up not only a credit worm hole, but they made it easy for thieves and caused us severe depressionXXXX for long times, where we have lost out on family events, vacations, work oppurtunities, marketing money, we have lost all our valuables all our personal, things, and when I approached USAA who I saw dragging their feet XX/XX/XXXX, with a 15 day demand letter, they rudely did not respond til well after 15 days and they still withholding HELP!
|
| 07/09/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
We currently bank with USAA and have done so for more than a decade. We live in XXXX California. My wife and I are both XXXX veterans who served in XXXX in XXXX. Until now, we had nothing but good things to say about our bank, to the extent that I even got my father to switch over.
On XX/XX/2018. We were victims of identity theft. On that day, a representative from USAA contacted us regarding a suspicious transaction with one of our debit cards at a XXXX in XXXX California. This was a fraudulent attempt and it was declined due to insufficient funds. While on the phone with the bank, we identified a second fraudulent transaction. In a nutshell, the scammers had been able to successfully contact our bank, impersonate us, request to change our online login credentials, and withdraw {$650.00} from an ATM in XXXX XXXX, CA. with a ( no-chip, swipe only ) card.
Needless to say, the last few weeks have been extremely difficult for us. We have spent a ridiculous amount of hours with the bank in trying to understand what happened and what kind of information had been compromised.
To make matters worse, through their internal investigation, the bank had determined that the ATM transaction was not fraudulent after all, even though it was done from a no-chip card hundreds of miles away from where we were. Once their investigation concluded, the bank failed to contact us about their findings, which resulted in additional charges to one of our credit cards due to overdraft. The bank has refused to tell us how they made this determination, citing proprietary security measures. They claimed that we called the bank on that day to make those illicit transaction even though there are no outbound calls from our phone service provider on that day. They have left us with virtually no way to appeal their decision, and have found us liable for the fraudulent charges even though we have documented proof that we did not make these transactions. We even had one customer service representative from the Office of the CEO at USAA who told us they agreed with the fact that this was clearly a fraudulent transaction but their hands were tied.
When we asked the representative from the fraud department who handled our case, his name is XXXX XXXX XXXX, he discouraged us from filing a claim with regulatory agencies because he said it would circle right back to his department.
When we filed a police report on this case. the officer who helped us could hardly believe that this bank had arrived at the conclusion given the proof we were able to provide to the contrary. Unfortunately, due to a matter of jurisdiction and resources, my impressions is that the local police department wont be able to help us much in this matter.
Not only do we feel like weve been wronged by the fraud perpetrated against us, but weve also had to process the fact that the bank is telling us that they think we are partaking in some sort of scam and may have shared our bank information with family members to defraud them even though we can dispute their claims with solid facts. To this day, we do not know what information was used to perpetrate this fraud. We have every reason to believe that all of our accounts at USAA remain compromised and we are forced to begin the lengthy process of switching to another bank. From what we know, the criminals that took our money still have the means to do it again.
We can not believe that any bank has the power to make such arbitrary decisions, hold the customer responsible for weakness in their security systems, and to add insult to injury suggest that we might be trying to defraud them.
We are simply asking for a fair appeal, and we need to understand how this happened and what other personal information was compromised.
Thanks!
|
| 07/06/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
I applied for a cosolidation Loan online with a loan marketing Firm and was contacted by what I thought was a Ligitimat online lender in which I completed the sitgnature of my application for the supposedly consolidation loan. During the supposed Bank verification process btheblender required a transfer in and out of my checking account as I was told by them. After I gave access to my account for verification the supposed lender deposited a fruadulant US Treasury Check into my account without my awareness because I was expecting them to make a wire transfer and not a deposit of a check. The funds were placed on hold that went into my account but I was unable to see the means by which the funds were deposited because the document linked to the funds was not available at the time for me to review in my online account. This took place on or around XX/XX/XXXX th or XX/XX/XXXX. Later on that night I logged into my account to check the status of the hold and checked to see if the deposit document was available for my review and that's when I made the discovery of the fraudulent check that was deposited into my checking account but because it was after business hours I had to wait until the next morning to report the fraudulent activity but when I tried to log into my USAA ONLINE ACCOUNT MY ACCOUNTS HAD BEEN LOCKED AND I WAS UNABLE TO LOG IN. WHEN I CALLED USAA TO INQUIRE ABOUT WHAT WAS GOING ON I WAS TOLD THAT MY ACCOUNTS WERE LOCKED BECAUSE OF SUSPICIOUS ACCOUNT ACTIVITY PENDING REVIEW BY A SPECIAL SECURITY DEPARTMENT WITHIN USAA and My Account could receive deposits but was not allowed withdrawal. After about 3 days when I called USAA TO INQUIRE ABOUT THE STATUS OF MY ACCOUNT I WAS INFORMED THAT USAA WAS EXERCISING IT'S RIGHT TO NOT DO BUSINESS WITH ME CITING BAD BUSINESS RELATIONSHIP WITH ME ALL BE IT I HAVE HAD ONE OTHER SCAM RAN ON ME INVOLVING THE SAME TYPE OF FAKE ILLIGITIMATE SCAMMING PROFILE I HAVE NEVER HAD ANY OTHER INCIDENTS OF THIS NATURE ACCEPT THESE TWO WHILE I WAS SEARCHING FOR FINANCIAL RELIEF ONLINE. AFTER USAA INFORMED ME OF THEIR INTENTION TO DISCONTINUE A BANKING RELATIONSHIP WITH ME I ASKED FOR THE RELEASE OF MY FUNDS AND WAS TOLD THAT I HAD TO WAIT UNTIL USAA CLOSED MY ACCOUNT AND I WOULD BE SENT A CHECK FOR ANY REMAINING BALANCE IN MY ACCOUNT WHICH NORMALLY WOULD TAKE AROUND 60 DAYS. I WAS TOTALLY AT A LOST BECAUSE THEY ARE ALLOWING DEPOSITS BUT NOT ALLOWING ME ACCESS TO MY OWN MONEY. MY VA Benefits were deposited to this USAA CHECKING ACCOUNT ON XX/XX/2020 AND I WAS NOT ALLOWED TO ACCESS ANY OF MY MONEY DESPITE THE INVESTIGATION BEING COMPLETE AND THE DECISION TO DISCONTINUE THE RELATIONSHIP BETWEEN ME AND USAA. I HAVE GOTTEN LATE FEES ON SOME OF MY FINANCIAL OBLIGATIONS AND CANCELLATION NOTICES ON OTHERS, I'M BEHIND ON MY BILLS AND AM UNABLE TO BUY GROCERIES OR NECESSITIES TO TAKE CARE OF MYSELF AND I HAVE BEEN DISTRAUGHT DURING THIS WHOLE THING DESPITE ME BEING SCAMMED AND DEFRAUDED BY THEM, MY OWN BANK HAS CAUSED ME EVEN MORE HURTFUL PAIN BY REFUSING ME ACCESS TO MONEY THAT I SACRIFICED AND PUT MY LIFE ON THE LINE SERVING MY COUNTRY AND ALL DURING A WORLDWIDE PANDEMIC WHERE PEOPLE ARE ALREADY SUFFERING. IT BREAKS MY HEART THAT OUR GOVERNMENT WOULD ALLOW SUCH BUSINESS PRACTICE AGAINST THE DEFENDERS OF OUR COUNTRY BY A FINANCIAL INSTITUTION THAT HIGHLY ADVERTISEMENT OF TOP NOTCH SERVICE TO OUR MILITARY AND VETERAN 'S COMMUNITY. I HAVE READ REVIEWS FROM QUITE A FEW MEMBERS/ EX MEMBERS OF USAA WHICH REVEALED THAT USAA DID THE EXACT SAME THING TO THEM AND SUGGEST THAT THIS IS A PATTERN OF FINANCIAL BUSINESS PRACTICE BY USAA THAT HAS BEEN ALLOWED TO CONTINUE BY IT'S GOVERNING BODIES UNLESS THEY ARE UNAWARE OF THE PRACTICE BY USAA AND THE HEARTBREAKING COMPLAINTS BY ITS MILITARY/VETERAN BASED CUSTOMERS.
|
| 09/19/2015 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
I am requesting assistance with the removal of USAA lien on XXXX XXXX XXXX, XXXX , GA XXXX and the ability to conduct new business with USAA . My USAA member number is XXXX. The USAA HELO account # is XXXX which issued a XXXX ( Cancellation of Debt for {$78000.00}. This was filed as income. My name is XXXX ( XXXX ) XXXX XXXX XXXX ; I have been a member of the XXXX XXXX XXXX since XXXX XXXX, XXXX and a member of USAA since my direct commission in XXXX XXXX, XXXX. USAA 's current posture is aligning with the intentions of XXXX XXXX, which was to destroy my financial creditability and my military career.
I have a court order to purchase this home from my ex-husband XXXX XXXX. I rescued this home from foreclosure to save my credit and military security clearance. I am XXXX XXXX XXXX XXXX, XXXX ( XXXX ) and my loan was pre-approved by XXXX XXXX XXXX XXXX. The lien is preventing me from closing. I do not know how much longer they will wait for me to close this loan. I have resided in this home since XXXX/XXXX/XXXX. USAA has not been cooperative. I have contacted USAA so many times regarding this matter and continue to get bad information. I returned from my XXXX in XXXX XXXX and initially contacted USAA requesting lien removal on XXXX/XXXX/XXXX. I reached XXXX employee # XXXX in uncollected debt, XXXX was aware a XXXX, ( Cancellation of Debt ) had been sent to me and I had filed it on my XXXX taxes as instructed. USAA is refusing to remove the lien and immediately told me I needed to settle the debt. All attempts to gain a reasonable solution have failed and my closing is at risk. During divorce USAA refused to remove my name from account even though XXXX XXXX had taken sole responsibility for account. I have proof of tax filing.
Most recently USAA faxed a hardship packet and instructed both XXXX XXXX and I to complete the document. When I contacted USAA two days later to request they re-fax the document ( XXXX of the forms was not legible ), I was instructed to contact XXXX at XXXX. I reached XXXX XXXX and per her Manager, XXXX XXXX stated that my account # XXXX had been closed since XXXX XXXX and re-directed me back to USAA. I do feel comfortable submitting the Hardship packet without legal representation at this juncture because the verbiage talks about a short sale. On their own documents it says debt cancellation and loan forgiveness. I do not understand why they are trying to get me to complete short sale documents or commit to a financial settlement as a hardship agreement on a debt that they already forgave.
Why I moved back to XXXX : USAA Realtor was misleading In XXXX XXXX ; I contacted USAA to place XXXX XXXX on the market for sale. I was referred to USAA 's XXXX XXXX XXXX, who ultimately referred me to XXXX XXXX to accomplish a short sale. I provided XXXX the background information and history. XXXX had XXXX potential pre-approved buyers, the first couple backed out, and then second couple was approved for USAA short sale purchase and was not able to close. Unfortunately, XXXX had instructed XXXX XXXX to move based on the closing date and he had already signed a lease and started moving ( XXXX XXXX ) when XXXX informed him that the couple was having problems qualifying for the mortgage. XXXX XXXX and I were amicable at this point and questioned how XXXX or the couple got a closing date if they were not already pre-approved. At this point, we signed several extensions but the couple 's income could not qualify. XXXX said she a cash buyer who was interested previously and wanted both of us to allow him an opportunity. We no longer had trust in XXXX, so XXXX XXXX asked me to take over house at this point and agreed to sign it over. I have always bragged about the customer service at USAA but this matter has
|
| 03/14/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
Hello, We started a personal property claim with USAA for our laptops back on XXXX XXXX, 2017. SInce we are in XXXX, the XXXX claims office handle our dispute. Also, back on in XXXX XXXX I had a claim on two previous laptops which were settled with no problem. Now, XXXX XXXX was our claims adjuster. She was very brief and got back to us as soon as possible. I submitted everything showing the cause ( dropped, even though a power surge failure was listed ) she asked and then informed be itll be 5-7 business days for review. Well, that passed up and I began to get concerned. I called to speak with a manager, XXXX, whom was very helpful.She mentioned that someone ( I assumed our claim adjuster since that was the only person who we were communicating with ) was supposed to call and inform us that they needed to get a recorded statement from me, XXXX XXXX. That was handled within the same day. What frustrated me was that XXXX did not relate that information to me, as we literally spoke that day in regards to the claim then I had to ask for her manager.
During the recorded statement, she asked why would I have 4 laptops? Well, convenience in our case especially for different purposes. I insinuated that there was some judgement within that. However, once we finished she informed me that it 'll be forwarded to our stateside office since thats who requested it.
Into week 3, I recieved an initial contact from XXXX who was the special investigator who I assumed was the one who requested the recorded statement. Furthermore, I returned XXXX phone call 2 days in a row in which he did contact me the third day stating that he has training all that week and would get back to me once he return. Now, it has been 3 1/2 going on 4 weeks. FINALLY, I speak to him and he asks for a recorded statement. WOW!! seriously, so I mentioned ( several times ) that I had already did one with XXXX from the XXXX office here in XXXX. Well, we could never really get a good time to talk over the phone and he insisted that my husband, the policy holder, XXXX should be present. Which is/was very difficult with the time zone difference and being that my husband is military. After a few attempts, XXXX informed me that he 'll have one of their colleagues to assist whom is XXXX Who is here in XXXX. At this time a month has past, I submitted all of my paperwork requested, consistent run arounds, lack of communication so on so forth. I spoke with XXXX and we agreed upon a date to meet which was too soon for him being that he has other clients. I expressed my frustration with the claim and he began to get very disrespectful after I informed who that we could possibly do a phone interview ( to speed things up ). He insisted that he HAD to meet with my husband and a phone interview was not permitted. Okay, so I suggested Monday and that XXXX was initiating telephone contact but as stated above it was hard to negotiate time. Once XXXX became disrespectful ( keep in mind, I am emailing back and forth at work ) He calls my cell phone and then emails me threatening to contact my husband 's chain of command and to end the dispute due to me not giving him my husband 's cell phone number. My thing is, you can not insist that I insulted you because I expressed the inconsistencies with this claim which is quite frustrating. Overall, it is not professional to communicate threats in defense of insulted feelings, in the end, we are the customers and XXXX actions were highly unprofessional. I found out that he was a fraud investigator which threw me completely off. I did n't understand how a fraud specialist end up in the mix as this has never happened in the previous claims. The whole process was confusing, misleading, and lack of communication, discrimination as well.
|
| 10/30/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Servicemember |
|
Complaint : Failure by USAA to remit legally owed member funds and failure by USAA to fully communicate and reply to written customer questions in a timely manner.
USAA has profited at my expense by holding on to over {$15000.00} that is legally mine and refusing to reply to my written messages requesting the status of refunds and remittance over a four-week voice and messaging period.
Despite numerous calls, and later, numerous written messaging, USAA refuses to provide a written reply to my written inquiries when I can expect a return of over {$15000.00} that is legally mine. It is really troubling that when my family and I need USAA, they seem to have turned their back on us.
First, beginning on XXXX XXXX XXXX, I submitted paperwork that USAA XXXX of me to receive a refund on an extended warranty. By XXXX XXXX XXXX, I still know nothing about its status despite several written requests to USAA for a status update. They refuse to answer my questions and I am still without payment to the refund I am legally owed. The lack of communication and resolution by USAA is stunningly absent.
Secondly, due to a USAA web failure, I was unable to cancel, edit/modify XXXX payments I made toward my vehicle loan. On XXXX XXXX XXXX, the balance on my vehicle loan was {$36000.00}, and by XXXX XXXX, USAA withdrew {$52000.00} from my bank account and applied it toward this loan resulting in an overpayment in excess of {$15000.00}.
Attempting to resolve this matter, I contacted USAA and they said it would take 7 days to remit the overcharge to me with the possibility to expedite the remittance.
The expedited remittance did n't come so I messaged USAA XXXX XXXX XXXX at the Office of the XXXX on XXXX XXXX XXXX in an effort to learn when I could specifically expect the warranty refund and the overcharge remittance. He did not answer that but told me he would assign to me a business XXXX to review my account and that I would receive a direct follow up within XXXX business days.
I did not receive a follow up within XXXX business days. It was n't until XXXX XXXX XXXX that I received the first voice message from my assigned account XXXX, who only left his name and phone number with no further information, not voice, not written. As of XXXX XXXX XXXX, I still have no status, no refund, no remittance, no messaging, no email by him or the Office of the XXXX on my account status or answers to my written questions and concerns.
As of XXXX XXXX XXXX, it 's been over XXXX weeks and no word or status to my extended warranty refund despite my numerous voice and written requests to USAA.
As of XXXX XXXX XXXX, it 's been over XXXX weeks for any overpayment remittance despite my numerous voice and written requests to USAA.
To add injury, I was charged XXXX NSF fees by my local financial institution to cover the {$52000.00} USAA applied to my loan balance. That 's a lot of money to pay out and has caused my family and me serious stress in trying to balance our budget ; and, only got worse by the stunning lack of communication, timeline, and lack of help by USAA.
Because the amount of overcharge was a lot of money, it negatively affected my family 's immediate budget that necessitated I elevate my requests to USAA for immediate assistance. I thought they would help. Unfortunately, their lack of communication and their refusal to follow-up as promised is nothing short of stunning.
XXXX : Please assist where you can in my attempt to resolve this matter with USAA. It 's a been an awful experience that my family and I are going through with USAA by their demonstrated lack of caring and urgency in answering written questions and resolving what should be simple matters important to any member and his/her family. Thank you.
|
| 12/08/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
We were recently denied a settlement counter-offer on a HELOC lien held on our property address. Please know that if we had known about the lien, we would 've continued to pay on it for the past three years. Unfortunately, we were misinformed by a USAA employee in the Bankruptcy Department on XXXX XXXX, XXXX. The reason why I reached out to USAA was in order to continue making our monthly HELOC payments. The reason they had ceased is due to our filing a Chapter XXXX Bankruptcy earlier in the year. Once the Bankruptcy was discharged, I reached out to USAA to continue with payments. XXXX advises that since the HELOC was n't reaffirmed, voluntary payments were no longer necessary. I also advised how originally our XXXX XXXX XXXX home mortgage/USAA HELOC was to be included in our Chapter XXXX Bankruptcy, but XXXX XXXX XXXX agreed to a Loan Modification after I filed a complaint with the US Treasury. Again, he stated that we did n't have to pay anything. He also advised we 'd no longer receive paper statements nor would we have online access to statements. In XXXX XXXX, we decided to put our house on the market in order to prepare for our XXXX son 's future. We know that he 'll be living with us for the remainder of his life. We wanted to find a house with a full basement which could eventually be modified into an in-law type suite containing a bedroom, full bathroom, kitchen, as well as a washer/dryer. This is in order for us and his XXXX to work on independent living skills in order to prepare him to become a truly independent young man. Our house sold in 4 days. In preparing the closing documents, the pre-closer advises there 's a lien from USAA on the house. She has the attorney review the bankruptcy and said that the USAA 2nd mtg was discharged in the bankruptcy BUT no lien avoidance order was filed. We need either a release from USAA ( Quitclaim deed, cancellation, etc ) to record at closing or we need a Lien Avoidance from the Bankrtupcy court. We need XXXX of these to clear title and proceed to closing. On XXXX XXXX, XXXX I called USAA and after speaking with XXXX different departments, I 'm then transferred to ext. XXXX and spoke with XXXX inquiring about a lien release. She advised a lien release would occur if the balance of {$19000.00} is paid in full. I explained to her the conversation I had with the Bankruptcy Department on XXXX XXXX and she advised that she was n't involved in that conversation and did n't know what I was told. I then asked about some sort of a negotiated amount. She advised there 's a member assistance program and faxed an application. We filled out all of the documentation including a hardship letter and faxed in our request XXXX XXXX, XXXX. We receive a call from XXXX XXXX ( I 'm not certain if it 's the same XXXX who 'm I spoke with on XXXX XXXX ) stating that it seemed that we wanted to request a settlement option, not a sell short. I advised that is correct. I advised how our house is under contract and has a closing date of XXXX XXXX. She advised that USAA legally has 30 days to make a decision and as of now, our request is incomplete. She asked for a mortgage loan payoff from BAC and pay-stubs. These items were faxed on XXXX XXXX, XXXX. Our closing date is then moved to XXXX XXXX, XXXX. We also agree to pay our buyer 's rent for the month of XXXX. On XXXX XXXX, XXXX, I received an email from XXXX XXXX stating USAA rejected our settlement offer. On XXXX XXXX, XXXX, I then submitted a counteroffer and that too was rejected. I spoke with XXXX XXXX on XXXX XXXX, XXXX for further clarification. She advised that since we have sufficient equity in the house to cover the lien, all counters will be rejected. The full loan amount is expected from us in order to lift the Lien.
|
| 01/21/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
Good Morning, Last Saturday, XXXX XXXX, XXXX, while I was out with my friends I tried accessing my account through my phone, but I was denied. When I came home, I called the after hours and the representative told me that she ca n't do anything since the hold is for security and fraud. I told her that in the past i used to get a text showing what charges what made to the account and for me to verified by clicking " OK ''. She told me that all my account is on hold that I would have to wait until the next business days to talk to the checking account department ( this means I have to wait until Tuesday since Monday was XXXX holiday ). Frustrated, I ask to talk to the supervisor which she took my number to give for a call back. I did n't get any call back. In fact, I got irritated when she started changing the tone of her voice in the process. Since I did n't get any phone call from the call back, I called the next day ( Sunday ) to see if I can talk to the credit card department. I was desperate to find out what was wrong of my account. Why is it that my entire account was on hold, including my kids accounts, which one of them are away in college and depend on his debit card. While waiting for the credit card representative to answer, i was asked if i could do the survey, which i did! For some reason the survey started for me to do. Since I did n't get any of the credit card representatives online, my answers to the survey were all " XXXX ''. A few minutes later, a gentlemen called me asking how he can help me. He is from the credit card department and wondering why my answers to the survey were " XXXX ''. I told him that I did n't get anyone online and the questions are all about the representative that supposedly helping me. I told him that i needed to talk to someone at the accounts department regarding a hold of my account. He also mentioned that my account is blocked, but I should be able to use my credit card, which the other after hour representative did n't mention ( a little relief since I do n't have any other account and credit from another institutions ). He transferred me to the accounts department and a pleasant and patient lady answered. She mentioned that the hold is from the security department for security review. She was very patient and listened to my frustration. I did n't understand why my entire accounts was on hold and i had no access to my funds for food or gas. On top of it, i was n't told until Sunday afternoon that my USAA credit card is available. I did n't bother to check if I have access to my credit card since my entire USAA account was on hold for security review. Monday, XXXX XXXX, 2016, I called and inquire about the hold. I was transferred to a someone and she explained to me that my account is security review for 48 business hours. She also mentioned that it was in the disclosures that they provided to the members when we open the accounts. The problem i have with this hold is why would you hold the account for review on a weekend when you know that there is no one working at the security department for review in the weekend? I needed to put gas in my car and my son uses his debit card for food while in campus. The bank left me hanging without any cash for food and gas this past weekend and the after hour representative did n't bother to tell me that i still have access to my credit cards and did n't bother to transfer me to the accounts department ( after hours ) to give me some kind of explanation of why my entire account was on hold.
I apologize for the lengthy message, but it has been a long and frustrating weekend for me not being able to access my account. I have to tell my son to borrow money from his friends for food since his debit card was also frozen.
|
| 03/05/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I have a Home Equity Line of Credit ( HELOC ) with USAA Federal Savings Bank on my home located in XXXX, NC XXXX. The HELOC was approved on XX/XX/XXXX, for {$60000.00}, and then in XXXX for an additional {$20000.00}, totaling {$80000.00}. The line of credit was subsequently reduced by USAA due to the property value on XX/XX/XXXX, to the amount of {$49000.00}. I applied for a refinance with cash out loan on my home with XXXX in XX/XX/XXXX, with a loan closing date of XX/XX/XXXX, and was informed on XX/XX/XXXX, by XXXX that USAA ( XXXX XXXX, Home Equity Lien, XXXX ) reported that my line of credit is {$80000.00} and is accessible up to {$80000.00}, the pre-reinstatement limit. XXXX ( XXXX XXXX, Mortgage Processor-XXXX Ext. XXXX ) advised I could not proceed with the original loan amount for the cash out I wanted and would need to reduce the amount based on USAA 's reporting as I was over the loan to value. Bottom line, I am not being provided the full {$80000.00} pre-reinstatement HELOC borrowing limit while simultaneously being blocked from refinancing the loan due to insufficient loan to value ratio based on a borrowing limit I have no access to. USAA provided via email on XX/XX/XXXX, a letter dated XX/XX/XXXX, stating they were " unable to fully reinstate your borrowing privileges on your line of credit at this time due to your property value, however, we're able to reinstate your borrowing privileges at a lower credit line of {$49000.00} ''. The contract I signed states in section 21 ( a ) the line may be temporarily prohibited from obtaining additional advances or reduced during the period the value of the property securing the line of credit declines significantly below its appraised value. In order to reinstate the credit privileges under the original terms of agreement, I must send a written request to the effect. The credit privileges will only be reinstated if USAA determines that a condition which caused them to reduce the credit limit no longer exists. I contacted USAA via phone on XX/XX/XXXX, and requested that they correct the reporting or reinstate the full {$80000.00} limit. I was told that could not be done. The liens recorded by USAA in the title search show {$80000.00}. The equity team at USAA informed XXXX XXXX, Title Curative Specialist for XXXX ( XXXX ) XXXX ), that three mortgages show on the property, but USAA considers the two mortgages to be under one loan for a total of {$80000.00}. The subordination will have to reflect the book and page of each Equity Loan that was recorded in the land book and that he could clear the title based on this information. On XX/XX/XXXX, my attorney ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX ( file # XXXX ) sent USAA a letter regarding the HELOC and demanded USAA review my account and either make the full {$80000.00} borrowing limit they are reporting available to me or correct their reporting to match the actual borrowing limit available to me under this HELOC. USAA was provided 15 days to take corrective action. I phoned USAA and was told by the representative USAA received the letter on XX/XX/XXXX, and their legal team is still reviewing the account and have time to respond. I was contacted by XXXX today, and asked if I had an update from USAA. I contacted my attorney this morning to inquire if a response from USAA has been received. To date, USAA has not responded to my attorney 's letter nor have they responded to XXXX. My rate has expired and my closing date has passed. I am now subject to a higher rate based on the extension that was provided and the passing of the closing date which was pushed out to XX/XX/XXXX, to allow USAA enough time to respond based on their own documents and information provided to XXXX.
|
| 07/22/2019 |
Yes |
- Debt collection
- Auto debt
|
- Took or threatened to take negative or legal action
- Collected or attempted to collect exempt funds
|
|
Web |
|
|
On XX/XX/2019 I attempted to purchase gasoline from my local gas station, where the transaction was declined due to insufficient funds. I promptly checked the ATM within the store, where I found that {$540.00} had been charged to my Checking Account with USAA federal bank ( The Bank ). Upon leaving the store I checked The Bank 's mobile banking app, where I again saw a charge of {$540.00}, however, now I could see what the charge was for, and saw " DDA DEBIT '', this was a different charge than I was used to, The Bank 's loan transactions have usually said " USAA LOAN PAYMENT '', This charge caused me to go over {$170.00} into a negative account balance.
I promptly called The Bank, where, I feel, The Bank 's employees attempted to send me on a wild goose chase to figure out what these funds were for, and why the monies were taken from me without express authorization, and in such a gross amount.
I placed the first phone call at XXXX MST, that lasted 45 minutes where I hung up to try again, as The Bank 's employees were attempting to send me back and forth through Their internal departments, as it appeared to me, no one actually knew what was going on in my account.
I placed a second call at XXXX MST, that lasted 1 hour and 45 minutes, where I, again, was transferred between internal departments, where I finally ended up speaking to a man by the name of XXXX. XXXX placed me on several long holds, where he eventually told me the Legal information that I was looking for would not be provided to me, and the decision was made to refund me, either, {$540.00} or {$400.00}, as I am under agreement to pay {$140.00}, the choice, XXXX informed me, was completely up to me, and I requested the entire {$540.00}.
At some point in mid XXXX I was in default on a Secured Loan with The Bank, and It made the decision to reposes my motor vehicle.
From, about, Mid XXXX I have been collecting unemployment insurance benefits from the State of Utah, and such benefits will expire within a few weeks from the date of this complaint.
This money is critical for me to find work, and live out my day to day life.
All of the monies taken from me by The Bank where directly deposited into my account with The Bank from Utah 's funds with title " UI BEN EFT '' with a 10 digit number following.
I authorized The Bank to automatically withdraw {$140.00} from my USAA checking account, if such amount was returned, I agreed to pay a XXXX dollar fee, as well as accepting a 5 % late fee, that would be added to the total loan amount.
I was informed by XXXX that the amount of {$540.00} was a result of collection fees, which I agreed such amount would be added to the total loan amount, per the loan agreement.
No where in my loan agreement can I find a provision that allows The Bank to remove any more than {$140.00} from my account, XXXX tried to assure me that The Bank did in fact have the right to remove monies from my account in excess of the agreed upon {$140.00}.
When asked where XXXX found that in any agreement, he placed me on a 20 minute hold, notified me that I would not receive that information, but he would put in a refund for the monies taken.
It is my personal belief, that The Bank lacked authority to remove monies in excess of {$140.00} from my checking account, That this was a levy issued by The Bank without Judicial authority, That the entirety of the monies in my account were exempt from such levy, and That The Bank did knowingly execute a scheme or artifice to obtain any of the moneys, funds, credits, assets, securities, or other property owned by, or under the custody or control of, a financial institution, by means of false or fraudulent pretenses, representations, or promises, in violation of 18 USC 1344.
|
| 05/24/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/XXXX a scam caller stole all of the money out of my USAA checking and savings accounts, a total of {$4700.00} and {$20.00} wire fee. They called from the USAA customer service number and texted me verification codes from the USAA automated text number and emailed me official USAA documents saying that someone was trying to steal money from me. They moved {$3400.00} from my savings account into my checking account, then wired out everything but the {$20.00} for the wire fee. I reported the event on XX/XX/XXXX when I realized what had happened. The USAA banker I spoke to on the 14th filed a financial crime report and took no further actions.
I called back on the 15th asking for clarification on what I should do and what I should expect the bank to do. At this time, I was told that I was supposed have been transferred to the security team the first time I called but was not offered an explanation for why this didn't happen. Another financial crime report was filed at this time. I then spoke to the wire transfer department who tried to recall the wire transfer, and the security team who had me change my account log in information and security questions. The security team member said that was all that I needed to do ( in addition to using a credit monitoring service ) and that I did not need to make a new account.
On XX/XX/XXXX, I received a call from the fraud department at USAA informing me that the case was investigated and the decision was made that I was explicitly not found liable and would be reimbursed in full.
On XX/XX/XXXX, {$3400.00} were transferred into my savings account. This was the amount that was stolen out of my savings account, but I was not reimbursed for the XXXX that was stolen from my checking account and I was not given any reason for this. I received a {$1400.00} tax refund on XX/XX/XXXX as a XXXX transfer, but I don't see any reason why a USAA agent would mistake that for a credit from the bank.
On XX/XX/XXXX, a fraudulent check marked # XXXX took {$3400.00} out of my checking account. For some reason USAA allowed this check to be processed, leaving my account at a liability of about - {$2000.00}.
I called USAA customer service on XX/XX/XXXX and explained what happened and was inexplicably transferred to a debt-collector. The debt-collector said that I owed the {$2000.00} because the bank had really only given me a provisional credit and then took it back out of my account because I was found liable. I explained that this didn't make any sense because the person who spoke to me said the opposite, it was taken out by a fake check, and I was left with a negative balance. I was then transferred to a banker who listened to me and actually looked at my account history in order to make detailed notes about what happened. He said that they should have had me close the compromised account in the first place, and I never should have been transferred to a debt-collector. He advised that I open a new account now and wait for the fraudulent check to come back before I transfer all my money into new accounts. I opened a new account that day and have been waiting to get my money back since then.
I called again on XX/XX/XXXX and someone who was able to see the fraud department 's notes said that I would be reimbursed in full within XXXX days, including the money that I was owed from the first instance of fraud.
I called on XX/XX/XXXX because I still had not received any money and was told that no one can see the fraud department 's notes but the banker wrote a message for the fraud department that I had called asking about the case.
I still have not received any kind of resolution 42 days after the incident which I reported in a timely manner on XX/XX/XXXX.
|
| 06/12/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
There are at least XXXX negative accounts on each XXXX of XXXX credit reports that I have with XXXX and XXXX . I have XXXX with XXXX . After reaching out several times to all XXXX bureaus about these items that were fraudulent on my reports, they in turn reached out to each creditor ( so they say ) with my concern. Within days, my reports came back as verified and accurate. I have requested from credit bureaus as well as all creditors involved to provide me with my handwritten and/or electronic signature as proof that I am the one who opened the accounts per FCRA guidelines. NEITHER companies will comply and is in direct violation of the law. I have compiled my police report that TU told me to get this year, ID Theft Affidavit ( dtd as far back as last year ) showing the accounts were not mine, as well as justified staff opinion letters, and a notarized item letter to address each account in question. All of my legal documents were ignored, and discarded. The credit bureaus/creditors still have not been able to provide me with proper documentation of my signature so that I may move forward in a civil suit against the perpetrator who has used my name and identification fraudulently. That is the main reason why I need this information, but since the companies have failed to provide me with it, now they are in direct violation. According to FCRA sect 6 ( b ) guidelines- Consumer 's signature must be provided as identification method for an account to be declared verified. If it can not be, the report must be fixed to reflect the deletion of the item permanently from the report. Be advised that if there is no resolution to this case, I will be including these companies in my lawsuit as well.The following creditors are in question : USAA- ( cert letter sent XXXX / XXXX /17 ) listed XXXX times on XXXX report, XXXX times on XXXX report, and XXXX time on XXXX - all different account numbers. This company has failed to even respond back to my request for the legal contract with my signature.
XXXX XXXX - ( cert letter sent XXXX / XXXX /17 ) listed on XXXX and XXXX report- responded back with ID theft affidavit/police report which I in turn sent back to them ( still awaiting their response ) XXXX XXXX - listed on XXXX / XXXX report- ( cert letter sent XXXX / XXXX /17 ) responded back without providing legal signature of signed contract. Mysteriously sold the account to an unknown company thereafter. BE IT KNOWN that I shall have no dealings with third party debt collectors, only said original creditors that are listed on my report per FCRA guidelines.
XXXX XXXX aka XXXX XXXX - listed on XXXX / XXXX report- ( cert letter sent XXXX / XXXX /17 ) responded back with a " typed name '' and using that as my signature. This is unacceptable and does not fit the requirements listed in the terms of the FCRA.
XXXX - listed on XXXX / XXXX report- ( cert letter sent XXXX / XXXX /17 ) responded back with no valid signature on file for me. Just a " clickable dot '' that was suppose to confirm my signature. They quoted the E-Sign act in which this case would not be applicable having had my identity stolen. As we all know, anybody from any computer can do that. Requested MY ACTUAL signature IAW FCRA and they have not responded back.
XXXX - listed on my XXXX / XXXX report- ( cert letter sent XXXX / XXXX /17 ) failed to respond back within allotted 30 day requirement.
XXXX XXXX XXXX - listed on my XXXX / XXXX report- ( cert letter sent XXXX / XXXX /17 ) failed to respond back within allotted 30 day requirement.
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- End Of Statement -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- --
|
| 08/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
CFPB marked complaint # XXXX as closed based upon company 's response. USAA responded to the complaint stating in short USAA was not notified of your husbands passing until we received notice through public records on XX/XX/2023. On the same day, a condolence letter was sent along with a request for a copy of the death certificate and a signed letter of instruction. On XX/XX/2023, a debit from XXXX XXXX in the amount of {$1400.00} posted to the checking account ending in XXXX, which left an available balance of {$420.00}. There was also a debit from XXXX XXXX XXXX REVERSAL in the amount of {$1700.00} that posted to checking account ending in XXXX, which left an available balance of {$36.00}. It is important to note the reversals were submitted by XXXX and XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. On XX/XX/2023, a debit card transaction associated with checking account XXXX was attempted at the United States Postal Service but was declined due to insufficient funds as the available balance was {$36.00}. On XX/XX/2023, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$2300.00} debited the checking account ending in XXXX, which left a negative balance of {$1300.00}. On the same date, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$590.00} posted to Youth Spending Account ending in XXXX, which resulted in a negative balance of {$180.00}. It is important to note the reversals were submitted by XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. There was activity in an individual checking account belonging to your husband ; however, we are unable to release information on the individual account until USAA receives the requested documentation. During conversations you had with USAA FSB on XX/XX/XXXX, and XX/XX/2023, you were correctly advised that USAA FSB is mandated to follow banking regulations regarding government reclamation processes and procedures. XXXX XXXX, we completed a thorough review of your accounts, and we were unable to substantiate any errors or wrongdoing. The reversals from your accounts were done by the agencies listed in each transaction. You would need to speak with the agencies involved to discuss the reclamation process and to provide you with any forms you may need to complete.
MY COMPLAINT : Since this information was provided as being accurate USAA needs to provide the documented proof of the reclamations as they have claimed in the response to have had. Fiscal Service form 133 " Notice of Reclamation '' by each agency is sent to the RFDI which is USAA requesting the funds to be returned. USAA, if acted in response to the notices should have no issue with providing documentation as a response to this complaint. However, if no reclamation was made then USAA has thus in an attempt to delay proper response has provided untruthful information. I have spoken with the agencies and also an agent of USAA on XX/XX/2023, when I was advised by all that no reclamations/recalls were on my account nor sent to USAA.
Now, after numerous complaints to USAA and other agencies, USAA has failed to assist me in locating a " missed Deposit '' to my child 's account as of today XX/XX/XXXX. One of my children 's account was credited accurately, the other child 's account that was also reversed my USAA now all of sudden is missing a deposit. When I called today I was informed my the USAA representative " You will just have to wait ''.
As of today, XX/XX/2023 at XXXX that child 's account funds have not been deposited. Hmmm Guess I will just have to wait. Welp I will wait for that and copies of accurate not altered " Notice of Reclamation '' forms from XXXX, SSA, and the VA.
|
| 04/05/2017 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
|
|
XX/XX/2017 XXXX, IL XXXX ( XXXX ) XXXX XXXX USAA Federal Savings Bank XXXX, TX XXXX ( XXXX ) XXXX RE : Consumer Complaint, Joint Teen Checking Account MAJOR PARTIES INVOLVED : USAA FSB Representatives I spoke with : XXXX ( XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX Fraud Department ( multiple days beginning XX/XX/XXXX-XX/XX/2017 ), XXXX-Supervisor Fraud Department ( XX/XX/XXXX-XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX, and several others ( i.e. Checking department, fraud department, etc. ).
On XX/XX/2017, I called USAA FSB and spoke to a representative ( XXXX ) in regards to fraudulent system address changes and unauthorized debit card request/mailing to an unknown address. I informed the representative during the call that my son/I did n't request any debit cards nor did we change the mailing address in the system. I requested that the mailed debit card be canceled and that no additional cards be mailed out. While I was on the phone, the USAA representative canceled the mailed debit card, changed the mailing address back to the home of record and told me that she put in the notes to not mail anymore debit cards out per my request.
On XX/XX/2017, I logged on to my USAA FSB account to pay bills and I noticed that there was a wire transfer of {$9000.00} dollars into the account and several withdrawals that morning. I immediately call USAA FSB to report the unknown activity and requested the account be froze/investigated. Over the next couple of weeks, I worked with the USAA Fraud Department in resolving the concern. Upon the conclusion of the investigation, USAA Fraud Department ruled that they were holding my son/I liable because they believed my son participated in fraud ( i.e. possibly gave his credentials/account information out ). In addition, I was told that we will be responsible for the {$3400.00} dollars that was withdrawn the morning of XX/XX/2017.
I immediately filed a complaint with USAA FSB after USAA Fraud Department 's determination. The complaint was to address : Why did USAA FSB mail/overnight another debit card to another unknown address one day after I spoke to USAA FSB in regards to canceling any mailed debit cards/changing the address back in the system and to not mail any new cards out?
Why I was not informed on XX/XX/2017 that the joint teen account had converted to an adult account and I was still joint on it? ( i.e. in the decision to hold me liable, USAA FSB stated that because the account converted to an adult account, I was not able to cancel cards/request no new cards be mailed, etc. -- Information I was n't told on XX/XX/2017 ).
Why the account was never closed/place inactive due to no activity on the account?
USAA FSB started the investigation with the Office of CEO member relations and appointed an Advocacy Specialist to work the concern. During the investigation/working with the USAA Fraud Department, it was recommended to remove me from the account and not hold me liable due to the actions/statements of the representative on XX/XX/2017. This back and forth process of being transferred to several representatives/departments went on for 2 1/2 months. I was told that it would take some time to review information, pull audio calls/listen to them, etc. After finally reaching a representative for a status the week of XX/XX/XXXX, I was told that because so much time had elapsed, they could n't go back and review information/listen to the audio calls, etc. and that the notes from the representative I spoke to on XX/XX/2017 were not in the system, they were not
|
| 04/07/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
During principle payment adjustment procedure, USAA does not provide operators information on acceptance of paper form changing principle payment via the mail. USAA has diverted member funds to XXXX multi-millionaire, XXXX XXXX, for a television commercial for bank membership ( which used to be limited to military officers only ) and USAA is simultaneously, " strong-arming '' members to stop receiving paper documents via the mail. USAA requires me to fill out paper forms to change a HELOC principle payment, which I sent in several days ago. These principle payments are made in the XXXX of each month. Not hearing from USAA, I called today, XXXX XXXX, XXXX, to make sure my payment form was received and processed. XXXX, a professional and good operator, told me that I did not check a box next to the principle amount I filled in and this might stop the payment change when reviewed by the department. I had called in and was verified by the dual-security phone system and told XXXX that box should be checked. XXXX also mistakenly said I had changed my payment to {$1500.00} via {$15000.00}, which was clearly written on the forms. I requested a supervisor to find out why my statement over the phone that the box should be checked still may not be accepted when I was verified during call in. XXXX, an XXXX Resolutions Team supervisor took the call and notified me that both the payment form had already been accepted and that a letter was sent out to that effect. When I asked why XXXX didn't know that information, she had no excuse. When I asked why I was not emailed XXXX stated that we are either all paper or all electronic at USAA for document delivery. This is simply a cost reduction tactic that " strong arms '' members like myself to turn off paper documents to get email about changes to payment plans like this. This turns out to be a lie because when I make transfers from one USAA account to another, I get an email confirmation of this, even though I have my monthly statements coming to me via standard mail. So what XXXX stated to me is not true. Just this past XXXX of XXXX, I made a transfer of funds between two USAA accounts and received an email verifying that transfer, yet I am set up for paper documents for both of those accounts, yet here XXXX says USAA doesn't allow the HELOC department to email me when a principle payment amount is changed. She claims there are regulations in place that mandate paper singed forms for HELOC payment changes yet USAA will not quickly notify me and they won't tell me over the phone when a payment change has been accepted unless I ask for a ERT supervisor. This complaint is about not notifying me via email when a principle payment has been changed like every other department at USAA is able to do. This complaint is about primary operators who don't have up to date information that a supervisor has readily available. This complaint is about USAA 's HELOC process which is designed to obstruct members ability to change payments and find out when paper singed documents have been received, processed and accepted. If regulations require all this, then those same regulations should require the most secure delivery and notification process, which is NOT THE US MAIL. Operators should have all the information they need. Email notifications for principle payments should be sent out immediately when a payment change form has been authorized like what is done when I simply make a funds transfer between USAA held accounts. There is so much wrong with this HELOC process and nothing being done correctly. It is an abuse of USAA membership while millions of our funds are being sent to multi-millionaire XXXX player XXXX XXXX to act in a membership commercial for TV.
|
| 05/06/2015 |
Yes |
- Bank account or service
- Savings account
|
- Problems caused by my funds being low
|
|
Web |
|
|
I made some purchases using XXXX and still had some old account information listed for an account that I thought I had closed after my divorce since it still has my ex-husband 's name on it. There were many purchases made over a short period of time and as soon as I was notified of the problem, I updated my payment information on XXXX to remedy the problem. I did not realize that my USAA savings account ( which has had zero activity in over 18 months aside from a total of XXXX cents paid in interest which has kept the account from going dormant ) was even still open so did not worry until I received a notice from the bank that my account was overdrawn approximately {$340.00}. I immediately called the bank to fix the problem and they nicely removed {$110.00}, or XXXX, of the NSF fees I had been charged and the representative told me that was all she could remove in XXXX day and to call back tomorrow to see if I could continue to have more fees removed from my account. When I called the next day I was told that this was inaccurate information and that they can only remove XXXX fees per 12 month period. I asked to speak with a manager, who basically told me the same thing and when I asked to speak with her manager, I was hung-up on. So I called back and tried to explain how this account was supposed to be closed and that I 'm happy to pay for the items I purchased that they paid for including the overdraft charges for those XXXX items. The next " manager '' said he could find no documentation that I had requested to have the account closed but he also could not find any of the information about the other XXXX checking accounts that I had closed and that I had for years and essentially said I was lying. I tried a few more times to get some information and talk to some other people and was asked to get a letter from XXXX outlining the items that were being submitted and returned and that if I presented this letter I would have better luck in getting XXXX more NSF returned ( there were a total of XXXX NSF fees that I do n't think I should have to pay and XXXX overdraft fees that I am more than willing to pay ). I offered each time to give my account information to pay for the outstanding items the bank covered, along with their corresponding overdraft charges and every time I was denied, given different information ( basically a runaround ), and insulted to the point that I will be moving my auto/renters insurance to another company, which they do n't seem to care about either. The icing on the cake happened today with yet another manager called at my request so I could follow up about the requested XXXX letter. She decided to bring up the issue of the bankruptcy that was filed almost 2 years ago that resulted after my husband 's failed business and also ended us in divorce. She said they will absolutely not forgive anything because I left them with {$40000.00} of debt and because it 's not their fault that I 'm " negligent with my finances '' and that I 'm supposed to monitor my accounts. Had I known this account was still open, I would have indeed closed it. I am willing to fight this company any way I can because of the way they have treated me. I have worked very hard to rebuild my credit and am appalled they had the nerve to bring up my bankruptcy case when this is a right we have in this country and not something I ever WANTED to have happen. My credit score is almost XXXX and I have NEVER had an overdraft or NSF at my current banking institution. If this ends up in collections, I will also be fighting it there to maintain the credit score I have worked so diligently to rebuild. The conclusion from the manager today was that she felt USAA was being " more than generous. ''
|
| 09/30/2015 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
I am writing to inform you that USAA did not provide diligent to my checking account by allowing XXXX fraudulent checks by letting the theft withdraw {$14000.00} from our checking account within XXXX hours. The first check was deposit on XX/XX/XXXX, second and third check deposit XX/XX/XXXX in the total amount of {$14000.00} by POS and ATM withdrawals. This is my son account that my wife and I open when he was XXXX years old. I understand that I should have closed the account when he turns XXXX year olds. My son notifies me on XXXX XXXX that his account was overdrawn by {$14000.00}. I immediately called USAA and open a fraud claim. They told me it would take three business days and they would contact me. I called back on XX/XX/XXXX and they told me the fraud claim was close and we were in fault. I explain to them how could we be in fault if USAA allow the money to be withdrawn before the checks cleared. The representative which is a data call center that receives USAA calls could not explain the situation. I ask to speak to the fraud specialist that close my account and they stated I could not speak to them. They would give them my name and number and they will call me. We waited 10 days XXXX XXXX, XXXX, and called back because no one called us about the fraud claim. My wife and I went to the banking center to speak to person and they put us in a room and a live representative came on and we told her the history and she put another fraud claim in for us. We ask her how could & XXXX be withdrawn from a checking account over the weekend without the checks cleared the bank first. She gave me a shaky answer and I felt something was wrong. I hung us and proceed to go to XXXX XXXX XXXX and told the Bank Manager what happen and he stated it is no way {$14000.00} could have clear my account without those checks been cleared. He stated we would have release {$400.00} for immediately release, but no more until the checks clear. I went to XXXX XXXX and XXXX XXXX XXXX XXXX and they both stated the same things that it would not be possible for an individual to without {$14000.00} in XXXX hours without the checks first have cleared the bank. I ask XXXX Manager ( XXXX XXXX ( XXXX ) XXXX ) to call because we were a member of XXXX XXXX XXXX XXXX. She told me must have misunderstood what was happen because she stated that USAA could not possible allow {$14000.00} to be withdrawn from our account within XXXX hours. She called and got the same run around that I receive and could not believe it. XXXX XXXX asks to speak to the Fraud Department and was told no because they could not transfer anyone to the fraud department. On the same day they withdrew {$14000.00} from XXXX different accounts to satisfy my son account. I immediately mailed a letter to USAA to voice my concerns and to gets some answer about counterfeit checks and why all the money was release for the theft to withdraw from the account. Why the fraud department did not alert me or my wife if they could not get in touch with my son. They held us liable, but gave us no opportunity to stop the illegal transactions. We are a retired military family and {$14000.00} might not sound like a lot for USAA, but it was our life saving. I did not work for 23 years for XXXX who I though was an advocator for the military families is just like the rest and prey off our service to this county. I have read the countless letters on the internet about what USAA has done to other military service members and I am for a loss of words. Please help us recoup our monies from USAA because they never responded to our letter and now they will not speak to us about the matter. Thank you for your time and patience concerning this matter.
|
| 04/18/2017 |
Yes |
|
- Incorrect information on credit report
- Account terms
|
|
Web |
|
|
I have been a Policy Holder with USAA since XXXX as well as a Credit Card Holder for more years than I care to remember. The past several years my credit cards have been hacked into where services or products were ordered by the HACKERS. I notified USAA and they were Quick to provide me with New credit cards as those cards that were hacked into was Deactivated. This happened so often it was sickening. During XXXX I wrote to the Texas Department of Insurance. They contacted USSA & XXXX XXXX in the Executive Soloutions D epartment who was assigned to resolve my issues. He did nothing, no return calls or e-mail replies as others in the Credit Card Department who were assigned to look into all the DISPUTED charges and never questioned the vendors who charged my credit cards for unauthorized purchases. I then CANCELED both cards on or about XXXX XXXX XXXX which had a combined credit line of XXXX . I filed a Formal Complaint with the XXXX Credit Card XXXX on XXXX XXXX XXXX . I went on line yesterday XXXX XXXX . XXXX is alleging I was delinguent in not paying {$360.00} in which USAA lied. I had a XXXX XXXX ) Balance.. It was I that closed out my Credit Cards with USSA. As a result of their actions, my FICO score of XXXX was reduced to XXXX . USAA tarnishes my character & reputation by their untrained negligent personnel.. In all my dealings with lower eschlon personnel, Supervisors and Executive Solutions Personnel, who never returned my calls, and through this Fiasco of the la st 3 or 4 years where I never get to speak to the same person twice. When I call USAA I have to undergo Cross Examination as if I was a criminal. They want my USAA Membership # which is XXXX , My telephone # XXXX XXXX XXXX . My XXXX letter PIN #, My Social Security # XXXX 's Maiden name and the XXXX numbers that appear on the TOKEN that was given to me. Now that I passed scrunty I was asked the name & person I was to speak to. That person was NEVER there. I sent e-mails even to the USAA CEO XXXX XXXX , never to receive the courtesy of a reply or asknowledgement of the CEO XXXX who never assigned some person to respond to my phone calls or e-mails. Is it any wonder that I canceled both credit cards? XXXX XXXX requesting that CFPB conduct an Investigation AND an INTERNAL AUDIT a t USSA in XXXX XXXX , Texas XXXX so the CFPB can uncover how ill traine d USAA actually is in that one Dep artment does no commucate with another. It 's so inefficient, you could pull your hair out in scher disgust. USAA had requirements of being a XXXX XXXX to be come a member. However. the services which was Superior at one tim e diminished to Poor & Abominal, w hich is why with thousands of Officers leaving USAA in droves. and the loss of millions of dollars in Premiums & Billing in the Credit Department, USAA now has operned their doors tyo anyone foolish enough to want to be a USAA member. The USAA i knew is long gone & the proper send off whould have been to have a Funeral Service for USAA. Please acknowledge receipt of this inclusive Bill of Particulers.Further XXXX is now conducting an investigation as requested by me on XXXX . I have no doucuments to submit at this time. My hone phone # is XXXX XXXX . My e-mail is XXXX XXXX XXXX . I extend my best wishes to you at this time in attempting to resolve these issues, especially having my FICO Score to returned to XXXX I have NO Debts, No Mortgage or Car : Loans or Personal loans. I asm financially secure and sound as I have NO Debts which is worth repeating. Respectfully Submitted XXXX XXXX XXXX XXXX XXXX ( XXXX ).
|
| 01/04/2023 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Sued you without properly notifying you of lawsuit
|
|
Web |
Servicemember |
|
Per my previous CFPB complaint, I would like to rescind XXXX as I did not discover enough information to make a proper complaint.
Based on discovery of relevant information to the inquiry from speaking to XXXX at USAA Automobile Coverage, I believe I now know enough information about this issue to presently re-submit another inquiry.
I believe USAA has cancelled USAA Automobile Coverage Policy # XXXX XXXX XXXX ( XXXX XXXX ) based upon an unreasonable circumstance. I was informed the policy was officially cancelled because a discounted service that tracks vehicle movememt was not complied with and because that discount no longer applied and the insurance company was not able to collect around {$12.00}, the entire policy was cancelled and the difference was refunded to me in the mail. I have not yet received the refund for the duration of coverage.
When I initially established the policy, I remember establishing auto-renewal/ auto-pay to pay from an external checking account when the policy would expire. I prepaid the policy in full to cover 6 months of coverage. I would have expected such a small amount to be deducted during active coverage and I could have contacted the insurance company then and established understanding. The company did not bill the bank account. They sent one written notice of cancellation that must have been easily overlooked due to it being around {$12.00}. Apparently, I was also sent emails, but they may have been categorized as spam.
I am rated as XXXX and totally XXXX by the XXXX XXXX XXXX XXXX, yet they now indebted me with no possible repayment option first to the remaining balance of this policy as the policy has been canceled. Additionally, I must now pay the remaining balance of this policy and the next policy in full before starting coverage again.
The fact is that the insurance company and USAA in general makes darastic decisions over small monetary amounts that could potentially devastate peoples ' lives through many of their services and products. They provide no recourse or remediation.
Should I have been in an accident, which I was not, devastating consequences would have occured with no financial recourse for myself, my XXXX wife, or my XXXX small children. USAA made me look like a criminal who did not abide by XXXX XXXX Laws by failing to provide actual motor insurance coverage. I personally had no idea coverage was cancelled until I read a notice of cancellation letter yesterday. At first, I thought USAA canceled the policy to cover a XXXX XXXX credit card debt. After discovery, I found that it had not been due to that, but rather this issue over one of the discounts.
When enrolling, I notice USAA pre-selects the option for the " safe driver pilot program ''. If they are pre-selecting options, USAA should not allow for such a vague process if one fails to download the application and have his driving movements to be tracked. This seems unconstitutional to place this as an option for a pre-selected discount and then have your whole policy cancelled should you fall out of compliance over small techinical issues and very small monetary matters.
Until yesterday, I was not aware my policy was cancelled nor the actual reason.
Again, should an accident have occured or I have been stopped by a law enforcement officer, the consequences would have been much more serious and darastic.
USAA claims to serve the servicemember, yet they try to intentionally find loop holes in disclosure statements to punish servicemembers and veterans.
USAA could care less under any circumstance of distress, damage or duress unless it complies with their established policies. They never usually make any exceptions.
|
| 09/30/2020 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
|
|
Web |
Servicemember |
|
Mr. XXXX XXXX XXXX XXXX XXXX XXXX Veteran with stage XXXX XXXX XXXX submits another complaint against USAA Savings Bank and USAA Auto Insurance! I've submitted this complaint before but tired of getting harrassed due to collection accounts which I have never agreed.
Again the XXXX XXXX XXXX was totaled in an accident and USAA did not follow the law correctly regarding this Vehicle. Customer received total loss letter XXXX and XX/XX/XXXX and after Customer sent Title back, USAA tried to fix the Vehicle spending over $ XXXX on a Vehicle worth around $ XXXX $ XXXX. Vehicle was over 90 % damaged and USAA stated it was totaled on the phone and by letter ( I have the voice mail stating vehicle was totaled ).
USAA tried to fix Vehicle and than repro it and sent the Customer the bill for XXXX with no Vehicle? How could they fix the Vehicle, total it, repro it and then tell the Customer we owe them and still don't have a Vehicle. How did they get away with this and still today get to put false information on my credit report? I don't owe them for any Vehicle loans because car was totaled and the correct information is not listed on the Credit Report. Balance is wrong because it should be {$0.00} and paid in full or remove because the Vehicle was totaled and USAA knows this to be a true and accurate statement. Where's the proof that I owe them for a totaled vehicle when I received the total loss letter and refused to fix the car with the Garage USAA had the Vehicle delivered at to be fixed! Account # XXXX Balance : {$10000.00} as of XX/XX/XXXX.
USAA is also reporting a Vehicle on my credit report in which I never received any notice of repro until they picked up the vehicle at our Daughters home in XXXX, FL. I live in XXXX FL 6 hours away and was on vacation in the XXXX when the vehicle was repro. I sent USAA several letters regarding this matter as well as the other XXXX XXXX ; this is for the XXXX XXXX XXXX. USAA still updated my Credit Report to show repro and charge off even after I informed this is not my Debt and I will not agree or pay any collection accounts especially when I was out of the country! Now USAA has tried to change the balance owed to $ XXXX which I do not agree with and informed XXXX and other Credit Agencies regarding these accounts with USAA.
Note : In XXXX we were working with XXXX XXXX XXXX XXXX and informed USAA in which we've been Customers over 20 years! I was never late paying my debts before getting sicker and needing more medical treatments. I informed USAA of this but they had no compassion for me and just reported incomplete information. USAA never tried to work with me but against me ; especially during the XXXX XXXX accident which almost took my Spouse life. So account # XXXX XXXX XXXX XXXX with {$11000.00} is not correct and if USAA updated again to $ XXXX that means they never knew the correct balance and I'm not accepting any additional amount to be added to a collections account I never agreed with not got any notices for since I was overseas! When I did get a notice I answered right away and disputed any collections or any balance owed!
The USAA Credit Card in the amount of {$2300.00} on my Credit Report is not correct. We sent USAA a letter from us and XXXX XXXX XXXX stating our financial hardships and to negotigate with XXXX to pay off Credit Card! As far as I'm concerned this debt was paid by XXXX and if it was not paid ; I do not agree to any collections and the balance is {$0.00}. Remove Acct # XXXX reported XX/XX/XXXX balance : {$2300.00} not correct was under XXXX XXXX XXXX and should no longer be reported. Date opened XX/XX/XXXX and first reported XX/XX/XXXX and should be removed ( harrassment )!
|
| 10/09/2016 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
Servicemember |
|
I am bringing to your attention the unfair practices of USAA Federal Savings Bank/Credit Card Services, of holding their members money hostage for 10 days although a transaction occurred in error as a result of their computer system glitch or error.
On Tuesday, XX/XX/2016 I tried to pay my credit card online ( as I normally do on the USAA website every month ) and initially, their website had a glitch and would not allow me to process my payment of {$2600.00} ( red print message reading excessive transaction or something to that extent ). The XXXX account I use has a healthy balance so I did n't understand. I tried again ; same thing and it rejected the transaction. Finally, I reduced the payment to {$1800.00} and after a brief but uncertain wait, the transaction was accepted and confirmation # XXXX was issued. I was certain everything went well so I logged out of the USAA website.
The very next day I receive an overdraft notice from my other bank ( XXXX ) indicating that USAA had withdrawn two credit card payments at the same time ; one for the intended amount of {$1800.00} and another at the same time and date for {$2600.00} ( the amount that had been rejected initially ). On Wed, XX/XX/XXXX, I called USAA credit card services and spoke to a young lady who consulted with someone in her department and assured me that the double payment should have never occurred and would refund the {$2600.00} back into the XXXX account within two days. Furthermore, she said a letter of the refund request would go out to me immediately. I waited patiently all day Thursday, XX/XX/XXXX, for the transaction to be completed. The refund was initiated because the balance on the credit card had been adjusted to reflect the refund but suddenly USAA reversed the refund request and placed the {$2600.00} back into the credit card as a double payment again.
On Friday, XX/XX/2016, I contacted USAA numerous times and spoke to many customer assistance representatives but none of them would put me on the phone with a supervisor after I explained what transpired. Everyone I spoke with agreed that a large transaction like this one to occur on the same date and time was unusual. Finally, upon threatening to close all my accounts because of their payment system glitch, I was transferred to a senior specialist by the name of XXXX. This young lady also told me that there was no supervisor or manager available to explain the sudden reversal of the refund that was originally initiated on Wed, XXXX. This lady told me I only had XXXX choices, I could borrow my own money ( the {$2600.00} ) back as a cash advance and pay USAA interest and fees on the amount or they can hold the {$2600.00} for 10 days and then attempt a wire transfer back into my XXXX account for which I would incur a fee from XXXX XXXX.
I continuously requested a supervisor with authority to resolve this error immediately and XXXX repeatedly stated that she was in the same department. I told her I understood she was in the same department but that she did not have the authority to resolve this matter. However, she continued like a preprogrammed parrot and stated over and over again that she was in the same department and a supervisor would not be able to help me.
In the meantime, because of their credit card/computer system glitch, I have diminished funds in my XXXX Account to pay other bills that are now due.
In my opinion, this is not only unfair but is a crime that a consumer should not be subjected to through no fault of their own.
I would like an immediate refund of my {$2600.00} double payment back into my XXXX bank account.
Thanking you in advance for your attention and consideration in this matter.
|
| 07/28/2016 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
To whom it may concern ; USAA Online Banking unfairly closed accounts, Due to several failed attempts to access to my USAA Online Account, on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, On XXXX/XXXX/XXXX I talked with USAA XXXX ( Supervisor? ) ID number XXXX XXXX specifically the member resolutions Departament and I was told that they have a clause called MORAL TURPITUDE whereby USAA can cancel any account they wish and not do business with whomever they please.
Law says, Reasons why USAA can block internet access is if they suspect identity theft or fraud.
USAA Online Banking Deactivate my Account.
1 ) Car Insurance ( was closed without my knowledge or explanation ).
2 ) Rental Insurance ( was closed without my knowledge or explanation ).
3 ) Secure Credit Card ( was closed without my knowledge or explanation- NEGATIVE Credit Report Impact, due to closing my CD account ).
USAA cancelled access to y Banking Account on XXXX/XXXX/XXXX, I was told over the phone that USAA will not provide auto insurance to me due to prior car accident. ( attached The XXXX insurance letter- the party responsible for the accident ).
Also USAA has restricted access to my Online Banking Account which I have been using to pay my bills for the past year.
Linked external Bank Accounts. Which I wish they are deleted.
Since I am not longer authorized Online access to my Online Banking Account, I must call USAA each time I would like to check my balance, pay bills or transfer funds. Their reasoning behind this is that I could potentially start my own insurance policy online by logging in to my account.
If I wanted to fraudulently open an auto insurance claim online, I certainly would n't begin by calling USAA to ask them for an auto insurance renewal quote.
Furthermore, for the past year I have demonstrate my banking trustworthiness by having a positive payments balance with USAA high interest rate. I paying my bills on time.
I do not see how restricting access to my Online Banking Account is in any way related to obtaining an auto insurance renewal and check the status on a open claim, XXXX/XXXX/XXXX. Rental insurance and Credit Card.
The USAA auto insurance Departament has placed a Code. My Banking Account Status restricting. My online access indefinitely because I was honest enough to tell them ( USAA Investigator ) about the auto claim- accident. Which I was not responsible. ( attached XXXX XXXX NV Police Report ).
In XX/XX/XXXX, I opened my USAA Online Banking Account, asked be removed mistakes made by Customer Service Representative. They refused to do so. ( attached documentation ).
On XX/XX/XXXX, Once I opened the auto claim led to a great confusion.
When I opened my USAA online access is XXXX.
Last Name XXXX, wrong!
Last XXXX XXXX XXXX, wrong!
My ex husband XXXX XXXX was USAA member. Military, XXXX XXXX in recovery from XXXX. XXXX in XX/XX/XXXX.
Military XXXX in XXXX.
This information was reported to USAA Online Bank. Documents were sent multiple times ( email and fax ).
I keep copies in my possession. Again, USAA Online Bank denied to remove information ( Logon Last Name information ). Mentioning that the system not allowed make changes. Adding that this did not affect my personal Bank Account.
Well, Did Affect my Bank Account and identity ( Social Security Number ). Proof is visible on documents attached.
I feel like being discriminated against.
I was questioned by USAA Inspector in an inhuman way about XXXX benefits and Confidential Address Program ( CAP ).
I want to be treated fairly.
NOTE : BEING A WORTHY CLIENT OF THE USAA ONLINE BANK THE REQUEST IS OVERLY BROAD, ; TO RECTIFY THE ERROR AT EARLIEST.
Thanking you, XXXX XXXX XXXX
|
| 04/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On or around XX/XX/2023, I was contacted on XXXX by an individual who I had blocked as she sounded fake. She went by the name XXXX, telling me that she worked for XXXX XXXX saying that she could deposit {$9000.00} into my account and would only take {$4000.00} for herself and leave {$5000.00} in the account for me, it sounded too good, so that is why she was blocked. Also during that time, I was going through a breakup. About a week later, I received a phone call by a female, but didn't stay on the phone for too long to listen to what she had to say. I do not know if these events have anything to do with the following issues that I am reveal regarding USAA.
The last time i remember PHYSICALLY having my card is on XX/XX/2023, when i used it at XXXX 's in XXXX while making a {$34.00} purchase and at XXXX XXXX in XXXX while making a {$47.00} purchase. After that the following transactions were credited to or debited from account, but the debits were already automatically approved to do so and without need for my card to be present : XXXX {$9.00} XXXX XXXX XXXX XXXX XXXX, XXXX {$21.00} XXXX XXXX XXXX XXXX XXXX XXXX, XXXX {$25.00} XXXX XXXX XXXX, and XXXX {$11.00} ( credit to cover the Visible payment ) USAA FUNDS TRANSFER CR FROM XXXX XXXX SAVINGS # XXXX XXXX XXXXThis was the last thing that I approved on my account before my check would hit on XX/XX/2023XXXX XXXX I spent the money that I get paid in that account, so there was no reason to go into the account again until pay day.
The next time I went into the account was on XX/XX/2023. As soon as I opened the account, I immediately transferred my paycheck out of the account and called the bank. I reported fraud on my account and had my card shut down. There was a total of {$4000.00} in deposits made into the account and {$4400.00} debited from my account. The debits were placed at local places around me, INCLUDING a bank ATM - which I know has surveillance cameras, a store- that I know has surveillance cameras. I called USAA, spoke to numerous employees and explained to the fraud department this same thing, XXXX Bank has surveillance cameras, XXXX XXXX XXXX has surveillance cameras ; I pleaded with every employee I spoke with for them to please do their due diligence and their job correctly and contact the store ( s ) and the bank and get the surveillance footage and see that it wasn't me. I spoke with a man in the USAA Member Security Department who looked into the fraud transactions who saw that one or more of the transactions happened in Pennsylvania. I explained to every employee that the names were written on the back of the checks that were fraudulently cashed against the account were not even my handwriting. None of that mattered.
Since XX/XX/2023, when this issue has started. USAA has stolen {$1000.00} from me to date. I have contacted USAA today and the only thing that the representative did for me was submit a complaint and apologize. I am over their apologies and I asked for someone who would be able to do something, not a complaint, because that would not do anything. I have been complaining for months now. They have also closed my account. I have attempted to change my direct deposits going to that account multiple times, but child support deposit still hasn't changed and they refuse to give me back the money. It seems to me that they really do not care about their members or the family 's of their members.
I have been a member with them for over 7 years and have never had anything like this happen to me. I am appalled that they would treat one of their members, especially a long-standing member, like this. I am contacting my lawyer if this is not resolved by the CFPB.
|
| 10/16/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Unable to get your credit report or credit score
- Other problem getting your report or credit score
|
|
Web |
Servicemember |
|
I have been with usaa since XXXX and usually LOVE them but i have just found out that even though i have always had their auto insurance and paid all my bills through them for multiple services like XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, usaa themselves ' full coverage auto insurance, and XXXX leasing & recently XXXX XXXX they have not reported ANY of my positive pay history since XXXX when i got them for any of these services. So now i am unable to even view my credit score with XXXX XXXX because despite all these services including USAA 's own services have refused to do what theyre supposed to as a banking institution and even report that i have multiple open revolving and in good standing accounts with them. And now they wont let me link my free XXXX XXXX with them but my husband was able to and their fraud team has also declined to acknowledge our recent debit card fraud claims other than to send us new cards and not issue any of our money back OR even bother to update us on the status of our claims. And instead only decided recently to just start debiting our debit card accounts and other services whenever they seem to feel like it. Idk whats going on with usaa but if youre gon na brag about being all about the members having more control of their money and having easy zero liability dispute self-service options on the mobile app & website and just suddenly decide that you want to do away with that and replace it with having to call in all the time to customer service Representatives who may hang up, not have clearance or the knowledge to even submit the dispute properly & issue those temp credits back to members while the claim is still under investigation like they always used to then obviously your bank is XXXX or doing something wrong to be all about members having more control of their money and then taking that away tell me replace it with the XXXX option possible especially for military members or people who work a lot like me during the Coronavirus we don't have time to call in and we don't have time to sit and be without our money for no reason and have to wait on a card in the mail or pay overnight shipping fee of {$8.00} because y'all messed up like service members are overseas or all over the world they can not be waiting for debit card to go to their house and they're on the other side of the planet that's ridiculous and I saw her recently USAA just got fined XXXX XXXX dollars by the federal government for improper bank practices and honestly with how they been since XXXX i cant say im surprised. My husband and i are probably leaving them later on in the day for XXXX XXXX honestly that we can trust like we used to trust them but obviously their priorities have shifted I just want my positive payment history updated from them after all these years so that I can move on they shouldve reported my having accounts with them and services and countless other bills through them since XXXX way back then like this is ridiculous. I'm XXXX years old and they're the reason I can't build any credit because I always get to know I'd do the lack of positive payment history any payment history or lack of sufficient credit use and now I find out it's because they didn't want to do their job and report that I even have accounts with them in the first place I have no score because of them and I'm XXXX years old I'm trying to start my life and build a solid foundation for the rest of it that is wrong that they're getting in the way of that on top of everything else they've done to us lately something needs to be done about their practices lately and the fact that they don't report anything like they're supposed to as a bank.
|
| 06/10/2016 |
Yes |
|
|
|
Web |
|
|
On XXXX/XXXX/XXXX I purchased a dryer online from XXXX at the sale price of {$990.00}. The regular price for this dryer was listed as {$1600.00}. XXXX offered a promotion whereby if I paid the full price for the dryer, XXXX would send me a gift card for the difference between the regular and sale price, plus 10 % - or in this case, {$710.00}. I agreed to the promotion. I was also able to use XXXX " surprise points '' for the transacation which lowered the amount I owed by {$35.00}. Including sales tax, the total amount I paid on XXXX was {$1700.00}.
I received the dryer on or around XXXX/XXXX/XXXX. However, I never received the gift card I purchased through this promotional offer.
The {$1700.00} charge first appeared on my XXXX/XXXX/XXXX credit card billing statement.
In XXXX of XXXX I began contacting XXXX to ask about my gift card. On one occasion I was told that there was no such promotion. On another occasion I was told I 'd be contacted by their gift card department. I was never contacted. When I called the gift card department myself I was again told that XXXX would look into the matter and get back to me.
I gave up on XXXX because I was nearing the 60 day limit in which I had to file a credit card dispute with my credit card company, USAA Federal Savings Bank ( FSB ). On XXXX XXXX, XXXX I gave USAA FSB notification that I disputed this charge on my bill. I submitted all the evidence I believed necessary to prove my case.
On XXXX XXXX, XXXX I received an overnight package from XXXX. It contained a gift card for {$550.00}. Not only did I receive this gift card nearly 5 months after they charged me for it, the value of the card received was {$160.00} less than the value of the card I purchased in XXXX.
A XXXX gift card was only useful to me if I 'd received it within a reasonable time frame because I planned to purchase a XXXX refrigerator with it. I purchased a refrigerator in XXXX because I could n't delay it any longer. At no time did XXXX contact to indicate that there would be a delay in shipping the gift card. Regardless, I would not have accepted a delay. I would have asked for a refund of the difference between the regular and sale prices.
On XXXX XXXX, XXXX I wrote to USAA FSB and asked them what I should do with the card. I received no response until about a week later when I received a letter from USAA FSB dated XXXX XXXX, XXXX. This letter indicated that USAA FSB had determined that the charge was valid.
I called USAA FSB and asked them to connect the dots for me as to why they believed the charge was valid. I was told that XXXX had told USAA it was a valid transaction. Apparently that was as far as USAA was willing to research my dispute. Rather than attempting to determine the validity of my claim, the USAA rep attempted to convince me that I was wrong by questioning whether or not I 'd read the fine print of the promotion.
I went to the FTC website to research my next step. I learned that the Fair Credit Billing Act ( FCBA ) requires creditors must resolve billing disputes within no more than 90 days of receiving notification of it. I submitted my dispute to USAA XXXX on XXXX/XXXX/XXXX and received their notice of resolution after XXXX/XXXX/XXXX. A total of 95 days passed between the receipt of the complaint and USAA 's resolution of it.
On XXXX XXXX, XXXX I asked I USAA to credit the disputed amount to my account including any accrued finance charges. I have yet to be contacted by them. I 'm not sure where else to turn but the Consumer Financial Protection Bureau.
The total amount XXXX has stolen from me is {$1700.00} XXXX = {$700.00} ( see attached receipt for explanation of {$35.00} credit ).
|
| 02/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
On XX/XX/XXXX we charged a {$20000.00} upcoming cruise payment to our USAA account. The cruise was to embark from XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX XXXXXXXX XXXX notified us that due to covid our cruise and trip was being cancelled and we were entitled to a full refund or a future cruise credit. We chose a refund and notified XXXX. I was concerned as we had closed our USAA account that the original charge was made to in XX/XX/XXXX and asked XXXX if we could provide a new credit card number or bank account to refund and they said their refund process would automatically refund to the original account and only if the funds were rejected could they then pursue an alternate way to repay us. We had also charged our airfare and partial cruise payment for this same trip to an XXXX XXXX we had that was also closed. I contacted XXXX XXXX first and was assured that even though the account was closed they would accept any refund payment sent and credit our closed account. They would then notify us by statement we had a credit and we could call to have XXXX XXXX send us a check. I then called USAA customer service. I first spoke to a front line Customer Service Representative who transferred me to a specialist as they wanted to be sure I was given correct information since it was not a common question. I explained a substantial refund would be coming from the cruise line to our closed account and I was given the exact same assurance I had received from XXXX XXXX. That refunds are often received after an account is closed and it would be credited to our closed account and we would be notified and be able to then request a check from USAA for the credit balance.
In XX/XX/XXXX we received a statement from XXXX XXXX that a refund for {$9800.00} had been credited to our closed account. We called and received a check from XXXX XXXX for the full amount. This refund represented a refund of our airfare and port taxes. XXXX assured us the remaining credit balance of {$8400.00} also charged to XXXX XXXX and the {$20000.00} charged XX/XX/XXXX to USAA would also be refunded at a future date. In XXXX of XXXX we received a statement again from our closed XXXX XXXX account with a credit of the {$8400.00} and we called and received a check from XXXX XXXX for the {$8400.00}. We heard nothing from USAA so I called asking if any refund to our closed account had been received and was told no, they had not received any refund for our account. I reached out to XXXX who took some time to respond and on XX/XX/XXXX notified us USAA had rejected the refunded payment of {$20000.00} as invalid account number despite the fact it was the original account number the charge was made to. XXXX then promised to send us a check. They never have sent a check and are now insolvent declaring bankruptcy.
If USAA had done as promised and credited the closed account last XXXX there would be no issue. I reached out to the CEO 's Office 2 weeks ago. I was told they have no such ability to credit a closed account and that even if they found the phone call that included the promised process XXXX XXXX followed they would just coach the Representative to not make such a statement. We never got our trip and never will and the charge was made for services never rendered on our USAA Mastercard. We were assured the refund would be credited to us. If you are not provided valid information when you contact your credit card bank what are you supposed to do? Clearly other issuers have figured out how to properly process refunds received after an account has closed and USAA has not. Telling me that nothing could be done is not an answer that should be acceptable given the facts in this case.
|
| 09/09/2015 |
Yes |
|
|
|
Web |
Servicemember |
|
Dear Sir or Madam : I am writing to file a complaint against USAA following their handling of a dispute of a billing error in the amount of {$1300.00} XXXX on my USAA XXXX XXXX account. The amount is inaccurate because, while I have never disputed purchasing the items from merchant XXXX XXXX XXXX, I do dispute the amount the merchant charged for the items.
My wife and I purchased XXXX gold-plated pendants approximately the size of a dime. The total amount for XXXX pendants was supposed to be approximately {$130.00} XXXX. When we checked our bank statement a few days following the purchase, we noticed that the merchant charged {$1300.00} XXXX for the purchase. USAA emailed us after freezing our account because they noticed suspicious activity that did n't fit our purchasing history. After our account was frozen I immediately reached out to USAA for assistance and asked if we should return the items to avoid any issues. While we were promised a response within 24 hours, we did n't hear back from them.
As a result, I looked into the matter on our own and, after further review, I think the salesperson at the checkout counter did n't type in the exchange rate correctly ( I believe she left out a zero ). I think this happened because the woman at the counter was using a calculator to do the math. On XXXX/XXXX/15 XXXX exchange rate was XXXX. I believe the approximate amount of our purchase was supposed to be {$130.00} XXXX. If you do the conversion correctly for {$130.00} XXXX it is : XXXX XXXX x XXXX = {$130.00} XXXX. However, it looks like they left out a zero - XXXX XXXX XXXX x XXXX = {$1300.00} XXXX XXXX. Accordingly, I believe the {$1300.00} XXXX charge is due to this miscalculation ( $ XXXX = XXXX XXXX and XXXX XXXX is the approximate total I remember for these XXXX pieces ). I 've attached a copy of the XXXX exchange rate on XXXX/XXXX/15, as well as a copy of the receipt from this transaction.
If one were to examine my credit history, a purchase in the amount of more than {$1300.00} USD is completely out of the ordinary for my jewelry spending as I only spent {$1100.00} XXXX on my wife 's wedding band and would never purchase gold-plated pendants for such an astronomical price.
After more than two months of contacting USAA for assistance with this dispute and receiving conflicting information during each conversation ( including contacting USAA while I was XXXX asking if I should return the items to avoid any issues ), USAA has informed me that the charge was valid and only gave me a copy of the receipt from the transaction. USAA never addressed my dispute, which was the amount charged - I told USAA that I did purchase jewelry from this merchant and am happy to pay the correct amount, but that the amount the merchant charged is incorrect. Furthermore, the receipt does n't indicate the XXXX equivalent and the merchant never offered to provide the total XXXX. Had I seen the XXXX amount on this receipt I definitely would not have agreed to the charges and would have noticed the salesperson 's error ; however, while dealing with an unfamiliar foreign currency I did n't notice this gross mistake. In addition, the merchant removed the tags from the jewelry and kept them, so we have no way to prove the accurate cost of the jewelry. However, we did pull the price for similar items from their website - gold-plated pendants - and the prices were between $ XXXX XXXX ( XXXX XXXX ; XXXX XXXX ). As you can see, they are not worth {$1300.00}.
I am requesting that the error be corrected, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement.
Sincerely, XXXX XXXX
|
| 11/14/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Identity theft-funds stolen, reported it immediately requested the receivers account be blocked and no transactions processed further. Only to have more occur I sent the bank about a hundred supporting documents showing multiple fraudulent transactions, i made a new account per usaas instructions just to have it compromised as well i closed that account i changed all security defenses to no avail as the account continued to be compromised, the company admitted they saw the fraud coming from a different IP address, i was screamed at, complaint filed against representative, identity theft dispute filed with all 3 reporting agencies, XXXX XXXX XXXX complaints filed, credit freeze on credit report. Police report filed, complaint filed with identitytheft.Gov and police report donated, date of start to fraudulent transactions is XXXX XXXX on my account personal loans were cashed and stolen i tried to close my account they refused. My name was slandered as they accused me of first party fraud refusing to issue credits ignored after multiple requests to have a supervisor call me ive spent over 20 hours on the phone explaining my situation and specifics about the case just to be disregarded this company has acted in a disgraceful manner in which they decided to handle the case, not following proper policies, protocol and procedures refusing to take accountability when i did my part as far as reporting it in XXXX than 24 hours Report sent to policeXXXX XX/XX/XXXX, I noticed i had a XXXX transfer transaction for {$35.00}. i didn't have any notifications ( my bank acct nor my email ) from this person requesting funds nor did I answer any phone calls giving out my information ( i call usaa directly from app ) On XX/XX/22 i called dispute center notifying usaa that my account had been hacked and i didnt authorize XXXX transfer and please mark this as fraudulent And do NOT allow any other transfers to go to that account. I removed the persons information that was added to my usaa account ( which allowed himself access without my involvement to send himself money ). while dealing with trying to get a refund with the 1st transaction i noticed that i got 2 more charges both on XX/XX/XXXX for {$190.00}, {$440.00} right after my husband sent me {$500.00} to pay my bills. Leaving me no money to pay my bills. And again i disputed my account for these fraudulent charges and now the resulting fees. Just to get a notification that it was no fraudulent activity found and that i was instructed ( against their policy ) to recover my personal funds by myself, i shouldn't have been told to contact this person in any way by law, it should be my bank that promises zero liability for fraudulent activity. i changed all my passwords, user name and security questions. I even opened up a new account and applied for a personal loan that declined due to hundreds of inquirys from the hacker To my surprise they added their information back into my now safe account and transferred the last bit of what i had to pay my bills. Leaving my account negative and my car payment/loan unpaid and late. fees on my sons youth savings acct which has never had any transactions until fraud occurred which was also stated as no fraudulent activity found. After dozens of phone calls ( up to 20 hrs of calls ) and uploaded documented proof with usaa telling me they see the fraudulent activity, it was transferred to a supervisor for an appeal that would behandled in 3 days. Just to get a letter with denial after denial stating no account fraud found even though ip addresses showed out of the country and a Texas location.
MULTIPLE FEDERAL RIGHTS THAT I AM PROTECTED BY LAW WERE VIOLATED
|
| 08/14/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
I am at the end of my rope with USAA. I have a credit card with them. I have on 2 or 3 occasions utilized their balance transfer option. On XX/XX/2018, I used a check for {$15000.00}. Payments are due on the XXXX of the month -- first payment was due on XX/XX/2018. As I have with EVERY payment EVER MADE on the USAA credit card, I schedule my payment monthly to be paid on the due date.
Today, XX/XX/2018, I logged into my USAA account to confirm the payment posted to my account ONLY TO FIND that USAA made THREE separate withdrawals for my credit card. One on XX/XX/2018 for {$140.00} ( the minimum payment amount and not scheduled by me ), a second on XX/XX/2018 for {$200.00} ( which I scheduled ), and a third on XX/XX/2018 ( again, which I DID NOT SCHEDULE ).
I immediately called USAA. The first woman I spoke to claimed I set up automatic payments on XX/XX/2018. I dispute that -- if I ever did set up automatic payments, I immediately cancelled it. I do not make automatic payments. But even if that were true, then at least my XXXX and XXXX payments would have been automatically paid -- they weren't -- they were one-time payments just like EVERY PAYMENT I have EVER made. Second, it didn't explain why there were THREE payments -- 2 of which were " automatic '' payments. I asked to be transferred. XXXX got on the line. She made the same claim. Actually, she told me there was no evidence of three payments, despite that it was clearly on the USAA website ( and my personal bank account -- which is now overdrawn ). I again disputed that I ever authorized or set up automatic payments, inquired why there were no automatic payments in at least XXXX and XXXX if it was allegedly set up in XXXX, and demanded they refund my money which I DID NOT authorize them to take. XXXX said there was nothing else she could do for me so I asked to be transferred again.
XXXX got on the phone. She again claimed the automatic payments were set up in XXXX. When I look at the " automatic payment details '' it explicitly indicates that the automatic payment effective date is " XX/XX/2018 '' -- so how can it ALSO be XX/XX/2018? When I asked XXXX why there were no automatic payments prior to this XXXX fiasco, she stated that was because if I scheduled a one-time payment for at least the minimum amount, then no automatic payment would be pulled ( thus apparently explaining the lack of automatic payments in XXXX and XXXX ). Except the payment I scheduled for XXXX was for MORE than the minimum payment. And instead of pulling the " automatic payment '' on the due date, USAA pulled it one day early -- then the next day my scheduled payment was pulled. Then 2 days later, despite more than DOUBLE the minimum amount already having been paid, USAA pulled an additional " automatic payment '' for the amount of my scheduled payment. If that doesn't clearly indicate there is a problem, I don't know what does. But XXXX claimed she couldn't see ANY of this on her screen. Asked me to upload it to her. So I did. And then she told me it will take AT LEAST 24 hours for the uploaded documents to be " scanned and available '' ( I already scanned and uploaded them so I don't know what she's talking about ). And then she told me that if it turns out my money should be refunded, I have to wait ten ( 10 ) business days before they can begin the process of processing any refund.
I am in total dumbfounded shock. The first payment NEVER should have happened because even if there's a valid automatic payment authorization set up -- it clearly indicates it is to occur on the payment due date for the minimum amount only. Not the day before AND the day after for more than the minimum amount.
|
| 02/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
This complaint involves XXXX Credit Report. On XX/XX/2020, XXXX lowered my credit score by 36 points. According to the report issued via XXXX XXXX, who used the XXXX Report, there were five changes to my XXXX Report : 1. XXXX XXXX Reports 2 Payments Made on Time. 2. USAA Savings Bank added the following remarks to my account : Charged Off Account. Account Closed By Credit Grantor. I continue to dispute the legitimacy of this account and demand my remarks be reflected on the account that Consumer Disputes Investigation Findings. USAA and XXXX have claimed they have previously investigated the claim and are not obligated to conduct further investigations. The reality is that a representative of the USAA CEO staff stated that the CEO 's position is that no fraud occurred. This was not predicated upon a legitimate investigation as I have repeatedly asked for a copy of their investigation to no avail. 3. XXXX XXXX added remarks that Consumer disputes after resolution. XXXX XXXX has not conducted a legitimate investigation into my complaint and on several occasions changed the dates they claimed I was late on my auto loan. The auto loan was never late and I continue to dispute the report. 4. USAA Savings Bank added the following remarks to my account : Consumer dispute - reinvestigation in progress. I continue to dispute the legitimacy of this account and demand my remarks be reflected on the account that Consumer Disputes Investigation Findings. USAA and XXXX have claimed they have previously investigated the claim and are not obligated to conduct further investigations. The reality is that a representative of the USAA CEO staff stated that the CEO 's position is that no fraud occurred. This was not predicated upon a legitimate investigation as I have repeatedly asked for a copy of their investigation to no avail. 5. USAA Savings Bank removed the following remarks from my account : Consumer dispute - reinvestigation in progress. I continue to dispute the legitimacy of this account and demand my remarks be reflected on the account that Consumer Disputes Investigation Findings. USAA and XXXX have claimed they have previously investigated the claim and are not obligated to conduct further investigations. The reality is that a representative of the USAA CEO staff stated that the CEO 's position is that no fraud occurred. This was not predicated upon a legitimate investigation as I have repeatedly asked for a copy of their investigation to no avail. 6. XXXX XXXX XXXX XXXX continues to report negatively on my credit reports and refuses to conduct a legitimate investigation. Because they wasted so much time, there is no way to prosecute the fraudulent actors, meanwhile, XXXX continues to fraudulently report negatively on my report.
It is clear to see that XXXX, XXXX XXXX, and USAA Savings Bank are deliberately manipulating the credit reports and negatively impacting my XXXX Credit Report and ability to purchase a home. For instance, my score dropped 36 points over a change in the narrative but has not gone up since paying off nearing {$2000.00} to XXXX XXXX XXXX.
XXXX is also under-reporting the average age of my credit. I have a 99 % on-time payment, 15 % Credit card utilization, 0 Derogatory Remarks in Collections or Public Record, 7 Hard Inquiries which I have repeatedly disputed as unauthorized and XXXX has done nothing but refer me to the creditor. The responsibility is upon XXXX to report accurate information and to demand strict proof when I file a complaint or dispute.
On information and belief, it is public knowledge that XXXX, XXXX XXXX, and USAA are corrupt and manipulate scores to fraudulently inflate the cost.
|
| 12/08/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
Older American, Servicemember |
|
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good Morning, Here within this document are Exhibits/ Documents of errors in the accounting of XXXX XXXX Credit Card account XXXX XXXX XXXX.
The accounting information came from USAA database.
There is a Conflict in the databases on the amount of overpayment XXXX XXXX has made, the only consistent variable is over payment.
XXXX XXXX ran three inquires using the USAA database.
The difference in the three inquires are the timelines. These timelines are 18 months ( XXXX ) ; month to month ( blue ) and XX/XX/XXXX, XXXX XXXX XXXX XXXX ( XXXX ).
The 18 month ( XXXX ) data revealed an over payment of {$190.00}. Oddly this timeline popped up, XXXX XXXX does not know how that happened. Never the XXXX the inquiry was ran.
XXXX XXXX ran the second inquire ; month-to-month; assuming that the difference was previous month unpaid balance {$190.00}.
This inquire revealed that an over payment of {$870.00}!
The argument used in defense of this error was " debt incurred between billing cycles >> time line.
The time line variable was eliminated by the use of the day, XXXX and only changing the month keeping the same year. Review Exhibit ( blue ).
XXXX XXXX then made summations of " Payments/Credits and " Charges for each month. Surprisingly overpayments were not carried over the next month or credited to the Credit card account in the next billing cycle.
For example ; Blue exhibit, XXXX XXXX XX/XX/XXXX there is an overpayment of {$140.00}. However there is no credit in the XX/XX/XXXX, XXXX XX/XX/XXXX accounting!
Sadly this is a reoccurring event in XXXX XXXX Credit Card account, Totaling {$870.00} by this month-to- month process.
Even more disturbing is the Yellow exhibits and accounting process! The time line here ; XX/XX/XXXX XX/XX/XXXX again XXXX XXXX used the USAA database, clicked on " Charges and " XXXX Credits and again an overpayment of {$960.00}.
Summation : The accounting process has serious problems.
XXXX XXXX would like to know if USAA Credit Card XXXX will credit his account.
XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX -- -- -- -- -- -- -- -- -- - USAA XXXX XXXX Bank XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good Morning XXXX XXXX, I hope your XXXX is pleasant.
The matter at hand is this disturbing letter received on or about XXXX XXXX from XXXX XXXX XXXX XXXX, USAA XXXX XXXX XXXX Enclosed is the letter.
Sir, I have submitted several*certified mailing concerning my credit card XXXX.
These concerns were overpayment reflected in the USAA database to which I have not receive a proper explanation to the calculations that were reported on my credit card statements. Because of this XXXX XXXX froze my credit card account for the second time on or about the same date as I made the {$910.00} payment which was XXXX XXXX.
Sir, in Exhibits XXXX ( yellow ) and XXXX ( orange ) support my argument of overpayments of {$560.00} to my credit card account!
Sadly Sir, the letter of XX/XX/XXXX states a " delay of processing of a payment that was recorded by USAA as received XX/XX/XXXX!
XXXX XXXX then offers a strange and inappropriate refund of {$1.00}.
Sir, May I ask your intervention into this matter, as my intentions are to secure a stronger bank for the military.
Sincerely, Credit Card Account : XXXX *Certified Mail XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 07/08/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
USAA mishandled my automated bill payment I established from my USAA checking account to my USAA credit card by failing to apply my automated payment to my USAA Credit Card 2 months in a row. Although USAA identified a bank error, reaffirmed the automated payment would be processed correctly going forward, waived the late fees assessed on my USAA Credit Card each month, USAA still reported my credit card as 30 days past due.
On XX/XX/XXXX I completed a Balance Transfer to my USAA credit card. I received a USAA Credit Card Statement with a closing date of XX/XX/XXXX which showed a payment date of XX/XX/XXXX with no payment due. In XXXX I went online to my USAA account and set up an automated bill payment from my USAA Checking account to pay my USAA credit card. The payment was set up to be paid monthly on the XXXX calendar day of each month for {$130.00}. Based on this automated bill payment my USAA credit cards should have been paid on XX/XX/XXXX for {$130.00}. I checked my USAA credit card statement on XX/XX/XXXX and noticed my automated payment was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed there was a bank error and my automated payment did not take effect for XX/XX/XXXX. I was informed the automated payment would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive an explanation of the error but my late fee of {$25.00} was reversed. On XX/XX/XXXX I checked my USAA credit card statement and noticed my automated payment for XX/XX/XXXX was not processed. I was assessed a {$25.00} late fee on XX/XX/XXXX. I called USAA Credit Card customer service on XX/XX/XXXX and I was informed that due to an error my automated payment did not take effect for XX/XX/XXXX but it would take effect for XX/XX/XXXX. I was able to initiate an ACH telephone payment of {$130.00} from my USAA checking account that was applied to my USAA Credit Card on XX/XX/XXXX. I did not receive explanation of the error but my late fee of {$25.00} was reversed. I was never informed that my credit reporting was impacted by these bank payment errors. The automated payment I initially established in XX/XX/XXXX did not take effect until XX/XX/XXXX. USAA did not provide any disclosures on their website that an automated bill pay would take longer then 30 days to take effect.
I was not aware of the negative credit reporting until I was denied a consumer loan in XXXX of XXXX. The reason for the declined loan was missed payment on a personal credit report. I pulled my credit report in XXXX of XXXX and noted my USAA credit card was reported 30 days late in XX/XX/XXXX. I contacted USAA directly in XX/XX/XXXX to dispute the negative credit reporting and was instructed to submit an online dispute. On XX/XX/XXXX I received a notification in the mail that my information in question was being accurately reported to consumer reporting agencies. I contacted USAA again on or around XX/XX/XXXX and initiated an escalated CEO complaint regarding the bill pay errors and negative credit reporting. I spoke with an representative in the Office of CEO on or around XX/XX/XXXX. I was informed an investigation was under way and the investigation could see that I had established a bill payment for XX/XX/XXXX and XX/XX/XXXX from my USAA Checking Account. I was told USAA was still investigating why the payments were not applied to my USAA Credit Card. As of today XX/XX/XXXX the investigation has not been completed and my issue has not been resolved.
|
| 07/21/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Good day Sir/Maam, how's everyone doing during this pandemic, hope all is well.
I'd like to ask your office for assistance with this matter.
My name is : XXXX XXXX Back in XXXX XXXX I called XXXX XXXX insurance company to give me a quote for $ XXXX coverage with a 20 year term universal insurance, in which later I found out from the agent of XXXX XXXX by the name of XXXX XXXX that he put me on hybrid plan in which I didn't know anything about it's because I've seen my credit card was charged, needless to say I was mislead into signing up for this plan and not the universal plan I wanted, when really I was only inquiring and not commited to sign up, because he said this quote $ XXXX/month is not finalized until i get my medical/blood works test done and the result will determine my fixed monthly premium would be, that said it wasn't explained to me correctly.I was only interested with comparable monthly premium rates ( lower $ XXXX/month for the same coverage and term ) I got from different insurance companies.I mentioned this to the agent Mr.Radcliffe he then offered me a temporary monthly rate of {$46.00} for 20 year {$300000.00} the way he explained to me that I was gon na be offered the final monthly payment once my XXXX XXXX result come in and get the final offer.He then said my bank info.was required to proceed with the application, he would then touch base with me to schedule for my XXXX XXXX testing, and for the test result and final offer.After I gave him my bank info and got a temporary quote via email it was different from what I wanted to begin with, again I only inquired back in XXXX XXXX and to get a quote, we both agreed I will sign up after my test results comes back and get the final offer.I was surprised I was charged, so I made numerous calls to XXXX XXXX insurance company and only got the run around because this insurance mislead me from what I asked for, I called and left messages to MrXXXX and his team several times to get my refund, ( why cancel if you may ask, it's like me admitting to signing up with hybrid plan and there wasn't any mislead happened on XXXX 's part, when I didn't even sign up to begin with ) .After my XXXX XXXX test result came back and I called to get result and asked for what my final monthly premium rate would be, around a month later, XXXX XXXX sent me a letter and said my payment schedule was changed to around upper {$50.00} 's monthly.So when I didn't get a resolution with XXXX XXXX, I was prompted to call USAA my debit card USAA bank prior to the XXXX XXXX XX/XX/2021 I was issued a temporary credit of disputed amount, but then XX/XX/XXXX I received an alert from USAA saying thwt they were going to reverse this temporary credit because of what was said by XXXX XXXX insurance company.I had explained to XXXX with USAA bank back in XX/XX/XXXX i was mislead by XXXX XXXX XXXX agent, his name is : XXXX XXXX, after I have expressed my disappointments with regards to the way my claim was handled by USAA, also I mentioned that they just lost a client and I will be leaving USAA bank and for them to return my balance on this checking account # XXXXMembership # XXXX week later I'm still able to log in with USAA and XXXX, didn't close my account and I haven't received my funds or application to withdraw my balance on this account.Thank you in advanced for your involvement with this matter.If you need to get a hold of me for clarification and more information, you may call me at:XXXX, email address : XXXX.Mailing address:XXXX XXXX XXXX XXXX # XXXX ; XXXX XXXX, California XXXX.I look forward to speedy resolution of this matter.Stay safe , healthy & fit.God bless & stay blessed!
|
| 09/20/2016 |
Yes |
- Money transfers
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I used a mobile payment transfer option through my USAA account. USAA offers mobile transfers through XXXX on XXXX XXXX. Shortly after, I realized I mistakenly sent the money to a land line. 1-2 hours had passed before I went on line to cancel the transfer. There was not an option to cancel because it had supposedly already processed. I then contacted USAA 's call center and inquired what I could do. The representative did not appear to know the answers but asked a supervisor. They confirmed the transaction to a land line would reject and be returned to my account within 3-5 days. A week later, I called again to check the status of my refund. This time I was told the previous information was incorrect. The intro nation did n't include the additional 3-5 days to post the money to my account. In other words, the first week was XXXX returning the funds and the second week was USAA posting to my account. I let a full 10 days go by and made my third call to find out where my funds were. This time I received a completely different response. Suddenly I was being told I needed to contact XXXX directly. Yes, over 3 weeks had passed and I was suddenly being told something completely different. I then proceeded to request a supervisor. In the process of transferring me, the representative disconnected my call. This was almost 20 minutes into the call. I fully expected someone to call me back, but obviously USAA did n't think that was important. So, the 4th call on my {$500.00} transfer came the following week. On initial contact, I immediately asked for a supervisor. XXXX in XXXX XXXX proceeded to explain USAA had nothing to do with the transaction and there was nothing they could do for me. I asked to speak to a manager at which point she flat out lied and said no managers were available. I found this extremely hard to believe since it was XXXX in XXXX XXXX. She told me I could request a call back and with 24 hours someone could call. Again, this was unacceptable. I proceeded to push the issue until she conceded there were still mangers at work. She then told me someone would call me that day. Later that night I received a call from XXXX XXXX. While polite, she insisted USAA could not refund my money or assist in any way. She promised to send me the contact info for XXXX, which as of this complaint, I still have not received. Also, when I asked her to simply refund my transfer she stated " regulations prevent her from doing that ''. I work in the industry so I asked which regulations which she replied the " fair lending act ''. This is another lie. If a bank makes a mistake, they have full responsibility to make the customer whole.
At the same time, I contacted a family member who works for USAA in XXXX. She reached out to the CEOs executive response team. In between talking with this team, I placed a call to XXXX where I read them my info and confirm that my {$500.00} payment had rejected almost a month prior. It was sitting waiting for USAA to request it. Yes, despite my authentication and ownership of the money, XXXX with XXXX informed me USAA had to request the return.
The next say we my first contact with the exec response team, Friday XXXX XXXX. She informed me she could n't reach anyone insides XXXX to return my money. I suggested we try the number I used earlier that day. After 25 minutes and XXXX handoffs, I finally gave up and asked the USAA two to call me when the money was returned. I lost all patience for such a broken, corrupt system. USAA needs to stand behind its products, even when offered through a third party. I spent over 6 hours on calls to find out this was a XXXX to USAA issue. Totally unacceptable.
|
| 02/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
[ My name ] [ My return address ] [ Date ] [ Debt collector name ] [ Debt collector address ] Re : [ Account number for the debt, if you have it ] Dear [ Debt collector name ] : I am responding to your contact about a debt you are trying to collect. You contacted me by [ phone/mail ], on [ date ] and identified the debt as [ any information they gave you about the debt ]. Please supply the information below so that I have all information : Why you think I owe the debt and to whom I owe it, including : The name and address of the creditor to whom the debt is currently owed, the account number used by that creditor, and the amount owed.
If this debt started with a different creditor, provide the name and address of the original creditor, the account number used by that creditor, and the amount owed to that creditor at the time it was transferred. When you identify the original creditor, please provide any other name by which I might know them, if that is different from the official name. In addition, tell me when the current creditor obtained the debt and who the current creditor obtained it from.
Provide verification and documentation that there is a valid basis for claiming that I must pay the debt to the current creditor. For example, can you provide a copy of the written agreement that created my original requirement to pay?
If you are asking that I pay a debt that somebody else is or was required to pay, identify that person. Provide verification and documentation about why this is a debt that I must pay.
The amount and age of the debt, including : A copy of the last billing statement sent to me by the original creditor.
State the amount of the debt when you obtained it, and when that was.
If there have been any additional interest, fees or charges added since the last billing statement from the original creditor, provide an itemization showing the dates and amount of each added amount. In addition, explain how the added interest, fees or other charges are expressly authorized by the agreement creating the debt or are permitted by law.
Have been any payments or other reductions since the last billing statement from the original creditor? If so, provide an itemization showing the dates and amount of each of them.
Have there have been any other changes or adjustments since the last billing statement from the original creditor? If so, please provide full verification and documentation of the amount you are trying to collect. Explain how that amount was calculated. In addition, explain how the other changes or adjustments are expressly authorized by the agreement creating the debt or permitted by law.
Tell me when the creditor claims this debt became due and when it became delinquent.
Identify the date of the last payment made on this account.
Have you made a determination that this debt is within the statute of limitations applicable to it? Tell me when you think the statute of limitations expires for this debt, and how you determined that.
Details about your authority to collect this debt.
I would like more information about your firm before I discuss the debt with you. Does your firm have a debt collection license from my state? If not, say why not. If so, provide the date of the license, the name on the license, the license number, and the name, address and telephone number of the state agency issuing the license.
If you are contacting me from a place outside my state, does your firm have a debt collection license from that place? If so, provide the date of the license, the name on the license, the license number, and the name, address and telephone number of the state agency issuing the license.
|
| 05/10/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
We received a check Friday XX/XX/XXXX from the sale of our house. Prior to depositing the check we called and asked how long the hold would be and what % it would be the rep stated they would n't be able to tell us. We tried to deposit the check but it would n't deposit through mobile deposit ( the only option when depositing in OK currently ). We called back and after some discussion the rep advised to add the amount as lower in the app than the total amount to allow some of the funds to deposit right away. Because of this only XXXX showed up of the XXXX with about XXXX available. On Mon XX/XX/XXXX we called and a rep was able to manually add the other XXXX and stated it should show up in the account overnight. We again asked how long and what % the hold would be the rep advised they did n't think there would be a hold since the amount was being changed manually. On the morning of Tues XX/XX/XXXX we saw the XXXX was in fact added to our balance but only another XXXX was made available leaving about XXXX % of the original total on hold. We called first thing in the morning and spoke to a rep about the hold. They advised the hold was placed due to our account history and the size of the check. We asked if there was a way to verify the amount was good with the other bank to remove the hold faster as it is essential more of the money be released, but the rep advised the hold would remain until XX/XX/XXXX & XX/XX/XXXX for the amounts no matter what. We requested to speak with a supervisor but were advised one was n't available and would call us within 24hrs. We called back again that morning due to the urgency of the matter and spoke to another rep that stated there was no one who could remove the hold and we were basically wasting our time. We stated several times that we understood them holding some of the money but had never had XXXX % of a deposit held before and felt the hold amount was excessive. We again requested to speak with a manager and were told one would call back within 24hrs. We advised we could n't wait that long as this was an emergency for us and indicated we could wait until a manager became available. The rep placed us on hold but when they returned they again stated no manager was available but they would try to have one call back as quickly as possible. While waiting for a manager to call we reviewed USAA 's deposit regs and the Fed Reserve guidelines. While they show that a hold can be placed on deposits over XXXX it appeared that the first XXXX should still be available within 2 business days which would be today XX/XX/XXXX. The only exception I could see that would possibly apply was the section regarding accounts overdrawn for 6 or more days in the last 6 months, but the only time in the last 6 months that I know of our account being overdrawn was when there were fraudulent charges on the account which USAA confirmed as fraud and reimbursed us for. I called again as we had n't heard from a manager yet but the call with the first rep I spoke with disconnected from their end after a hold. When I called back I advised that I felt the amount being held was in violation of fed reserve guidelines and I wanted to give them a chance to resolve the issue prior to making a complaint but was told there was no one who could alter the hold. This time they stated that the way the money was deposited ( it was deposited as instructed by a usaa rep ) was what resulted in a hold that no one could remove. We believe USAA placed more of our funds on hold than they should have and failed to adequately address our concerns. At this time we still have n't heard back from the manager who was supposed to call back.
|
| 09/28/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XXXX 2016, my husband contacted USAA immediately after noticing suspicious, unauthorized activity in our checking account. At this time, my husband realized that his debit card was missing, which was communicated with the USAA representative. Since we very rarely use our debit cards during the week, we do not closely monitor our checking account on a daily basis. According to our account on XXXX XXXX, the activity of check deposits ( {$8500.00} ), ATM withdrawals ( {$10000.00} ), and store purchases ( {$5900.00} ) began on XXXX XXXX 2016. The representative assured my husband that the situation would be escalated immediately and that his debit card would be frozen to prevent further withdrawals.
On Saturday, XXXX XXXX 2016, I contacted USAA requesting insight on the process to resolve the issue and for a general estimate on the length of time that we would be without funds. The representative was not able to give details and suggested that we use our credit cards as a mean of funds to provide for our XXXX children and pay upcoming bills, until the issue is resolved. The following week, we continued to call USAA everyday, begging for an update on the case. Each phone call ended with a disappointment with no one being able to give my husband and me any insight or advice, which lead to an incredible amount of stress and worry.
After several requests to speak with a manager or supervisor, a manager finally contacted me on XXXX XXXX 2016. She read a note in the system and informed me that we would not have access to any of our USAA accounts until our checking account was no longer in the negative. This was the same note that every other representative had read, which still did not provide us with any useful information of the investigation. At this time, our account balance was - {$18000.00}, due to the fraudulent check returns and additional transactions. When we initially notified USAA of the unauthorized activity, our account balance was {$7200.00}. Transactions were still processed, after we were reassured that the accounts would be XXXX.
On XXXX XXXX 2016, I called USAA and requested to speak with someone actually investigating the case. The representative informed me that she would enter a callback request and that she would also escalate the case up to the XXXX XXXX XXXX, since it had not already been done. This was shocking to hear because we were under the impression that everything possible had been done to resolve the issue.
XXXX calendar days after initially notifying USAA and after many calls and pleas for assistance, we were finally contacted by " XXXX '' from the Fraud Department. XXXX informed us that we were liable for the account 's negative status and that the investigators concluded we " provided a third-party with the debit card PIN number ''. After explaining to her that their assumption was wrong because we never provided the PIN number to any other person, XXXX continued to inform me that we were responsible for replacing the funds.
The police report filed at XXXX XXXX XXXX XXXX XXXX XXXX, where my husband and I both work, stated that my husband 's debit card was stolen, after forgetting his wallet and phone at work. Until this point, each representative communicated that the bank would replace the funds, since it was fraud. We were never told that we would be reliable. Therefore, we continued to allow our paychecks to be deposited into this account, to which we thought we 'd soon have access. Due to not having access to our funds, we have been forced to miss monthly bill payments, charged returned payment fees, and have not been able to provide our family with essential needs.
|
| 02/01/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
During my last communication with USAA, I was told that I was no longer able to communicate with USAA. That is until my profile has been recovered. I have filed reports with law enforcement involving identity theft and fraudulent use of my USAA Visa Card # XXXX XXXX XXXX XXXX in my name. These reports are with the Federal Trade Commission FTC Report # XXXX for identity theft and the Consumer Finance Protection Bureau CFPB Report # XXXX for fraud. Both law enforcement organizations stated that they would send these reports directly to USAA. In trying to communicate with USAA to confirm this, I have been unable to confirm that this has been done.
I, however, can confirm that I have sent both of these reports to USAA via fax and US mail with tracking information received by USAA. As the reports contained not only the details of the {$59000.00} which has been fraudulently charged using my USAA Visa card without my consent, permission, or authorization to do so. These reports contain not only all of the fraudulent transactions but also the USAA Visa card #, my name, and account information. I have yet to date been unable to confirm that USAA has transferred any of this information to my USAA Visa account # XXXX XXXX XXXX XXXX thereby to deal appropriately with said information. I was told to send to USAA also a copy of my drivers license, front and back, along with the other information herein. My USAA # is XXXX ; my SSN is XXXX ; my DOB is XX/XX/XXXX. The additional information requested is attached.
I can confirm that USAA has now indeed received the CFPB Report # XXXX for fraud because USAA has responded to it. This USAA response is both greatly troubling and gravely concerning. Every single allegation made by USAA in their response is false : 1. All of the charges were disputed at one time, single instance. There were not multiple fraud claims alleged as USAA has falsely stated.
2. I beg to differ that the merchants provided any information showing that I authorized, consented, or gave permission to those fraudulent charges to occur. That applies to myself or anyone else. Please provide any such evidence you have of this information.
3. I did not authorize myself nor anyone else to make these fraudulent charges. I did not say that. USAA is purposefully and deliberately lying.
4. Again, I beg to differ that any signed contracts or agreements were made by myself or anyone else for my account. These are more lies by USAA. Please provide any evidence of these statements to me.
5. I most certainly did not acknowledge that the information was valid and did not accept liability for the charges. Again USAA has purposefully and deliberately lied and made false statements for this and every other allegation they made.
6. These are fraudulent charges on my USAA account which need to be removed. End of story.
7. USAA has made outlandish and contradicting statements about myself in that I have both filed a claim for fraudulent transactions on my USAA visa card and then simultaneously albeit in a different phone call or different representative apparently also claiming that the charges are not fraudulent, I stated the charges were valid, accepted liability for the charges, and authorized all of the fraudulent charges through signed contracts and agreements.
8. Absolutely none of what you are saying is believable or true. I demand USAA stop making false statements and lying continuously about everything having to do with this claim. Please act forthright and honest about your conduct and the actions of USAA.
Please find attached CFPB Report # XXXX including updates and attachments for your records.
|
| 09/20/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Charged fees or interest you didn't expect
|
|
Web |
|
|
I initially applied with USAA in regard to a loan to purchase a boat. I received approval and went boat shopping. Upon finding a boat with a dealer in Florida I set about finalizing the financing with USAA. The boat dealer required a wire transfer from USAA for the purchase of the boat. USAA refused to wire the money ( per their policy ) and suggested I find another boat dealer. My conversation at this point was that I was buying this boat and perhaps I should find another lender. The representative at USAA had a solution for this. The solution was that rather than go to another lender, I should simply acquire a personal loan from USAA for the same amount as the boat loan. I was told that I would be sent a personal check that I could deposit and in turn wire the funds to the boat dealer directly from my account. I was told that once I had possession of the boat I needed simply to call USAA and have the personal loan transferred into the initial boat loan for which I applied because the interest rate on the personal loan was much higher. I was quoted 7.94 % apr on the boat loan, the personal loan which I only intended to have for a weekend was at something around 13 %. Upon taking possession of the boat I called USAA and set about the process of transferring the loan to the boat loan that I was previously quoted. This is where the problem began. I was told by a new representative that I could not transfer to the boat loan that I was already approved for but had to apply for a new boat loan ( this time for a boat refinance rather than a purchase ). I was disgruntled at this point but went ahead with the application as I was told I did not have a choice. I went ahead with the application and was approved. The rate however, since this was a now a boat refinance rather than a purchase was at 11.94 % apr which was a full 4 % higher than what I was initially quoted. I this point I was upset and asked for a supervisor. After a 5 minute wait I was speaking a manager. The manager could not help but said I could speak to the escalation department ( they handle complaints ). After a wait of at least 30 minutes I was on the phone with an escalation specialist and formally logged a complaint. I was told that my call recordings would be pulled and there would be a resolution reached in 2 to 3 weeks. I called back in 5 weeks after not hearing from them and asked for an update to which I was told there was none to give. Please keep in mind that I am paying over 13 % interest at this time ( the wait for this resolution has cost me an additional {$230.00} in interest compared to the loan I was initially promised ). It has now been almost 60 days since I have been forced to accept the terms of USAA 's loan and still no call back or resolution reached. I have been a residential mortgage lender for the past 9 years and a USAA customer for the past 8. I have never experienced nor imagined such blatant bait and switch activities. I am well versed in consumer finances and aware of the laws in regards to quoting interest rates etc due to my career. I can only imagine the offenses committed by USAA toward consumer with less financial knowledge. I would like a resolution to this in the form of receiving the initial loan I was offered ( USAA somehow is " having issues '' retrieving the recorded phone calls ) and a credit towards the balance for every penny of additional interest I have paid on this high rate product that I would have never agreed to if not for the promise of an easy transfer to the initial loan terms that I agreed to. My payment is almost double with this loan as what it was with the loan that I was quoted.
|
| 10/10/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
Received a free-lance payroll check on XX/XX/XXXX {$1500.00}. Mobile deposited into USAA checking account XX/XX/XXXX. Discovered XX/XX/XXXX through the bank statement that on XX/XX/XXXX USAA reversed the transaction and removed {$1500.00} from my account ( almost 5 months later ). Spoke with USAA multiple times, and XXXX XXXX 2 times to try to get issue resolved and the funds reinstated. XXXX XXXX is the bank from which the {$1500.00} check was issued.
The following is what occurred according to the details provided by USAA and XXXX XXXX. Someone stole the physical check. I was unaware that the check was missing. USAA suggested that the " pay to the order of '' name on the check may have been washed off. XXXX XXXX has the details, but they are not permitted to provide me with any specific information. The bank was able to tell me that on XX/XX/XXXX someone took the physical check and fraudulently deposited at XXXX XXXX. After this deposit, XXXX XXXX via USAA reversed the {$1500.00} out of my account ( the rightful owner of the funds ).
I submitted 2 fraud claims via USAA - to work this out with XXXX XXXX. USAA would not let me speak directly with the USAA fraud unit. XXXX XXXX will not allow me to file a claim directly with them because I am not a member. Both USAA fraud claims were closed because USAA says that no fraud had occurred on my account and that the originator of the check would have to file fraud claim through XXXX XXXX. The individual who wrote the check, XXXX XXXX, tried to file a fraud claim with XXXX XXXX. The individual was not allowed to do so because the transaction/ reversal of funds was recorded outside of his account. The activity in his account ONLY showed the original ( and rightful ) withdrawal of the {$1500.00} on XX/XX/XXXX. It did not show any transactions beyond the initial withdrawal. I have informed USAA of this, but still have no resolve. I have requested that they open a 3rd fraud claim. The representative did not seem to be very optimistic. I am asking for your help to resolve this issue and rightfully return the funds into my account. Most of the problems seems to center around lack of communication between the banks. Both banks seem to take the stance that its not their problem. Neither bank has provided me with a mechanism to resolve the issue. Many of the details are lost in translation since I am not allowed to speak directly to the USAA fraud unit, or file any claim with XXXX XXXX. I believe if both banks actually looked at the transaction they could resolve it. Both USAA and XXXX XXXX acknowledge that the 2nd deposit was fraudulent, but refuse to correct it.
I am shocked that a bank is able to reverse funds that have cleared months prior. If that is truly the case, why would anyone deposit money in a bank? I am perplexed that USAA and XXXX XXXX keep denying me the right to file a fraud claim. Why do I not have a right to file since it was taken out of my account? Since the transaction did not affect XXXX XXXX 's account, I should be able to file a fraud claim for 'fraudulent reversal of funds ' against USAA and XXXX XXXX XXXX
There is NO warning when you 'mobile deposit ' that the bank has the right to remove funds and/or if a physical check is stolen that that would have precedence over a mobile deposit even if the check has cleared.
I honestly believe that this issue would qualify as a class action lawsuit. When I was researching this issue, you can see that there are other consumer 's online making similar complaints towards this type of reversal which has occurred with other banks. This does not seem to be isolated to USAA and XXXX XXXX.
|
| 12/31/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/2022, I attempted to use two of my debit cards ( each attached to a different checking account ) with USAA. I was paying a {$15.00} copay at my child 's doctor 's office. Both cards were declined and I could not pay. Thankfully our provider allowed me to leave without paying and said I could pay later online. I checked my accounts and verified I had money in the accounts. I thought possibly it was an issue with their office and moved on. Then I went to eat breakfast with my husband. He tried to pay with his debit cards - he has 3 different checking accounts so 3 cards. All of them were declined. We could not pay. We could see our accounts each had plenty of money in them but we had NO means to pay. When we contacted USAA, we were told different information. My husband was told they needed him to provide information. I was told it was possible fraud. We were informed that because my husband had not answered questions about how we use our own account and our own money, all of our cards, ALL SIX of our debit cards, were restricted i.e. blocked. I don't know if this also means the accounts were restricted or not i.e. whether USAA would have honored a check or ACH during this time, but I would really like to know that. Our cards would not be reactivated until my husband answered a series of questions. He had been asked on his app to update some information, none of which appeared very important. He was not aware that this information was required or required by a certain date and that if he didn't provide it that WE BOTH would lose access to our own money. He reviewed the questions and answered them so we could have access to our money. The questions, however, were NOT of a nature so important to restrict both of us from our funds on ALL of our checking accounts. This was completely unnecessary and done without proper notice. USAA did not call us. USAA did not send a notice in the mail. USAA did not text either of us. USAA only issued a pop up to my husband only ( I am an equal account owner and entitled to as much notice as he is ) and USAA sent an inconspicuous 'document ' to me via my online account. I was only made aware of this inconspicuous document after calling USAA to find out why this happened - why our access to our money was restricted because they wanted to know about how we used our accounts. I was told that because my husband was the " primary '' then he was the only one contacted initially. It follows then, that USAA considers me, as his wife, as secondary. This is inappropriate and must stop. I am as entitled to these accounts and money as a CO-owner. Equally puzzling is that this information could have waited and/or been requested by other means. USAA should have provided sufficient and actual notice to all account owners before restricting our access to our accounts. Additionally, USAA should treat me as an equal, not inferior to or entitled to less notice than my husband about any issue, but in particular, an issue that would result in restricting access to all of our funds for any period of time.
NOTE - I am aware that financial institutions are placed under tremendous pressure to prevent fraud and also gather/report certain information pursuant to the Patriot Act. Notwithstanding, they have a duty to their customers to be fair, transparent, and communicative. Compliance with state and federal laws intended to prevent terrorism does not give USAA or any bank carte blanche authority to arbitrarily deny a consumer access to their funds, absent some showing there is an actual threat. USAA should not terrorize its customers in the name of preventing terrorism.
|
| 03/01/2016 |
Yes |
|
|
|
Web |
|
|
Payments made are put on hold needlessly every time. I am told the " system '' is doing it and there is nothing I can do about it or anyone else. Payments made in cash from USAA banking to USAA credit card should not take up to but not limited to 21 days to be released.
This is unacceptable for any company to receive their payments how can it be legal for them to withhold payments on the same token. If I were to withhold my payment I would be subject to a late fee and a interest fee. Yet I have to give you access to my funds for up to but not limited to 21 days. While having XXXX access to funds paid for in cash that have been received.
I have been told this is due to my account being late in the past I am willing to accept this. I am willing to pay my balance off. I am willing to pay more than the balance, if it means I have access to my funds in up too but not limited to 3 days which I am told is the normal hold time. Yet ALL CUSTOMERS ARE SUBJECT TO A PAYMENT HOLD WITHOUT ANY REASON.
I call to ask about when my funds will be available and I get harassed and discriminated due to my financial history despite offering to pay the balance in full or in any accommodating payment schedule.
I am trying to pay USAA and I am met with prejudice, harassment, and discrimination. I am trying to pay my USAA insurance with my USAA credit card and they are telling me, that is subject to holds as well. I do n't have the option of going into a branch locally here In Oklahoma XXXX. The holds do nothing but make life harder for people who are living paycheck to paycheck and XXXX forbid you are trying to come out of the hole too. Then you are just meet with more discrimination and told well the system discriminates everyone so its ok.
Normal working Americans can not get a paycheck on Friday and wait till the next pay check to have access to the first paycheck.
After reading several consumer reports reviews I see now the problem is much bigger than me and potentially affecting many customers with USAA I encourage all of you to come forth and write about your experiences. What is happening is not right. How can working families pay their credit card payments and other bills while subject to holds that last on a regular basis XXXX21 days.
If USAA can not offer a way to make a direct payment to them without holds this needs to be fully disclosed before signing agreements. I doubt this is clear to anyone that signs the credit card agreement.
I will gladly pay off the remaining balance and never look back after reading other peoples accounts of USAA handling business. I now see the monster I have agreed keep my hard earned money with. I will be making arrangements to work with a local credit union, I can not believe this is acceptable in todays day and age.
I know USAA had an issue with fraud in 2015 and prior its not my fault they did not have practices in place to protect them or their customers and I am done paying for the mistakes of my past and refuse to pay for the mistakes of USAA. This is disrespectful to me as a citizen that has never tried to defraud USAA to subject me to the same actions of Identity Fraud and credit card thieves. I will gladly pay triple my interest rate to deal with a company that can do business with full discloser and respect.
Not to mention you guys have put my fico score through XXXX because of your inability to receive payments in a timely fashion.
For example my first premier credit card is able to do all the things you are not and is not destroying my credit. It is the decision of USAA to do business this way and not industry standard.
|
| 01/07/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
USAA has been one of my favorite banks since I have enlisted and transition out of the military. Customer service is usually spot on but as of today XX/XX/XXXX reaching out to multiple department of USAA for my fraud situation. As a veteran, I now live in California. On XX/XX/XXXX someone open up a checking account in Ohio by depositing {$25.00}. I did not notice it until XX/XX/XXXX. The address was even open in Ohio and during my talk to one of the USAA representative asked me how come I didn't change my address for the checking account? BECAUSE I NEVER LIVED THERE! and why I was not notified that a bank account was open in OHIO while i reside in CALIFORNIA. During this gap the person in Ohio withdrew from my other bank account withdrawing {$1000.00} and attempting to withdraw {$4000.00}. I notice this large transaction on XX/XX/XXXX and called USAA. I was advised by one of the representatives to let the transaction go through and just transfer it back. The funds of {$1000.00} was transfer into the " FRAUD USAA CHECKING ACCOUNT '' it was immediately spent. The transaction were made on XX/XX/XXXX at a XXXX in Ohio. " XXXX XXXX XXXX XXXX XXXX OH. '' The transaction of {$26.00}, {$50.00}, {$400.00}, {$500.00}, and {$25.00} = {$1000.00} I was told that I was scammed and someone obtained my information, I do not recall any suspicious purchase during that time. I spoke to multiple represented from USAA and was told to hold until my other bank account " XXXX XXXX '' replies for the amount of money that was transferred. The transferred was made from my USAA account by the fraud user. I did not authorize any of these transactions and did not provide any with my information. I was told that users are liable for handling their information. This is obviously Identity Theft. Luckily I didn't get my {$4000.00} dollar stolen from me because I removed my money from the transferring account into another one. Since USAA COULDN'T NOT PREVENT IT. If I did not do that I would have been left with {$0.00}. As of now my USAA is account is unavailable to touch all my funds and have to wait. The fraud department has been little to no use, they say that an analyst will contact me in 1-3 business day. I was also told that my {$1000.00} could take 30 days to get back too but there is no guarantee I will even see that money. I feel helpless in this situation and USAA has been little to no comfort about my situation at all. I've been reading about fraud claim in USAA and it seems like its been a common misfortune dealing with the fraud department. I do try to see USAA as a great company but as of now I feel as USAA do not care for their customers anymore.
UPDATE 2 weeeks later : USAA stands with their decision on denying my claim without any evidence. I have also went on un-linking my XXXX XXXX account to my USAA account because I feel my money is not safe anymore with USAA. No one is pursuing to investigate and I am more frustrated with USAA 's customer service. USAA also failed to provide me with any evidence, any of the notes that were made on my investigation and will not provide me with the previous address that was open on the fraud checking account. '' Update XXXX, XX/XX/XXXX @ XXXX, I received a call from an agent regarding a reopen investigation on my case. Apparently whoever had my information in Ohio was logged in at the same time I was in California. Because we were logged in at the same time I was liable .... whoever the hacker was. The person who hacked my account had all my information and security questions and no errors. I'm an officially a XXXX dollars poorer because of USAA..
|
| 11/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I make weekly deposits into my USAA checking account using money orders I purchase after cashing my check. I used to be able to deposit my check directly, however USAA switched up the depository agreements and now put a 7 day hold on any mobile deposits over XXXX dollars. Well on XX/XX/2022 I deposited a money order for XXXX dollars filling out the money order the same way as every other time. After depositing the funds, I immediately transferred the funds to a non-usaa account as I always do, because I don't trust USAA. I've attempted to terminate my membership numerous times, however they make it next to impossible to do so. Plus they have ruined my banking score so it's next to impossible to open a checking account with another local bank in my area. Anyways, on the evening of XX/XX/XXXX I logged in to my USAA banking app to deposit another money order. To my surprise, I notice that my checking account now has a negative balance of almost XXXX dollars. Upon further investigation, I realize that the XXXX dollar deposit that I made on the XXXX had been returned. In every deposit on USAA it shows a front and back image of the check or money order that is deposited. When I opened the deposit information for the deposit made on the XXXX, the image is replaced with a deposit adjustment notice and no pictures of the money order. At this point I immediately called USAA to figure out what is going on. The first attempt I was unsuccessful in speaking with a representative. Being an urgent matter, I turned to the chat feature on the USAA mobile app. After speaking with the agent via chat, the agent informs me that the reason that the money order was returned was because my name was not written on the front of the money order. The first problem with this is that I have never once had to write my name on any money order I have ever deposited with USAA. The second issue I had with this is that the agent on the chat said that she was unable to view the images of the money order AFTER she told me that my name was not written on the front of the money order. How did she know that my name was not written on the money order if she couldn't see the image. Which does not surprise me considering USAA customer service is notorious for lying to customers to get them off the phone. After another 30 minutes of the customer service agent doing absolutely nothing to try and help, I am told that I now have to wait until Monday to call during business hours to attempt to have this issue resolved. Well, seeing as how I already know just how difficult and unethical USAA can be towards it's members who don't earn enough income for them to be considered important members to USAA, I went and checked over my own personal records and compared them to my bank statements. In the last month I have made 5 separate deposits, each with a money order for XXXX dollars. All money orders are from the same establishment and filled out all the same exact way with NO NAME written on the money order. The first 4 deposits processed and cleared with no issue. However, the deposit on the XXXX was returned on the same day. Even more frustrating was the fact that I was never informed in any way at all that this deposit was reversed. Just to verify that I did not make some sort of mistake, I verified all of the other deposits with the deposit receipts from all of the money orders. There were no issues on my end. I have already called the XXXX number provided on the money order to verify that it was a valid money order. I have all information, documents and chat session to verify that what I have stated above to be true.
|
| 11/01/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
On XXXX XXXX, XXXX, when I logged into my USAA Federal savings banking website I noticed that both of my son 's savings & checking accounts read Unavailable, which was strange to me because I had never seen anything like this before. I then called the USAA Federal savings bank to inquiry about this, not knowing if they would share any information with me, because these XXXX accounts belong to my son and while I was on hold and waiting to speak to someone, I called my son and began to question him, as to why his accounts where saying Unavailable oppose to showing the dollar amount that is typically shown when I view this page while being logged into banks website. This is when my son informed me that he was not sure as to why the accounts where placed in this status, and that he no longer had access to the accounts.
On XXXX XXXX, XXXX I received text messages informing that USAA made a deposit to my son 's savings account, in the amount that has been showing a negative amount of money. Shockingly I had never received any text messages about anything ever associated with my son 's banking accounts and surprisingly I did not receive a text message referencing the status of his checking account, until I immediately contacted USAA Federal savings bank to inquiry about the text message stating that a deposit that was posted to my son 's savings account for " Charge Off Fraud '', which left me more confused then ever, where are asked them about the status of checking account and was told that USAA Federal savings bank had deposited the remaining outstanding balance to my son 's checking account after taking the monies from me ( XXXX XXXX, XXXX ) and placing it in my son 's checking account.
XXXX XXXX, XXXX USAA Federal savings bank removed both of my son 's savings & checking accounts.
On XXXX XXXX, XXXX, XXXX separate envelops addressed to my son and me arrived at my house and inside of each XXXX of them, was a statement showing a negative of amount which represented the savings & checking accounts telling me that the accounts are overdrawn and that this will be reported to the consumer reporting agency.
My concerns / disagreements with all of this is that I have an excellent credit rating and have carried such all of my life, and I currently work for Federal government where I hold a Top secret security clearance and now because USAA Federal savings bank say that I am liable for fraudulent activity because I am showing to be a joint account holder on both of my son 's savings & checking accounts in just not right, that I can possible lose my Federal job because of something that I have no control over is wrong in so many ways.
USAA Federal savings bank continue to tell me that I am a joint account holder on a checking account that was opened by son back in XX/XX/XXXX, which I never signed up for. I continually asked for proof of this and after almost a month later USAA provided me with a document that gives dates that showed where I opened up a Youth savings & checking account in XX/XX/XXXX that shows the same savings account number then and now. The checking account number in XX/XX/XXXX is different from the one that was opened by my son in XX/XX/XXXX ; however USAA continue to tell me that I am liable for the fraudulent activities that occurred from XX/XX/XXXX - XX/XX/XXXX. Based off of this provided information, did USAA Federal saving bank commit bank fraud / identity theft against me and did they remove my money out of both of my personal savings & checking accounts and applying it to my son 's checking account that I should not have been added too illegally?
|
| 01/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
soon as possible. Within days they emailed us a copy of the letter they claim they sent. In the letter which basically stated that the fraud division had contact the merchant ( there were two actually ) and that they merchant ( s ) had provided them with information including 'charge summaries and other details '' indicating 'the charge ( again, there were multiple charges ) was authorized ''. As per Federal Statute, the letter continued stating that " if you'd like copies of the documents we relied on to make our decision, please send your request in an email letter with your USAA number and fraud claim number noted to the following address ''.
We immediatedly demanded the documents via email.
We NEVER received any documents related to their 'investigation '.
After repeated attempts to acquire documents from USAA related to your investagation, none of which were responded to, and are required to be furnished per federal statute, we realized we would have to involve law enforcement the USPS Postal Inspector 's office.
Both agencies concluded, contrary to USAA 'S so-called 'investigation '', that we were indeed THE VICTIMS of fraud, and NOT the perpetrators, something we realized the bank was inferring.
The USPS Inspector 's office actually provided us with copies of the money orders, all ( 4 ) of which had the names of those who cashed them along with a receipt from the grocery store aforementioned.
When the police offered to contact USAA on our behalf, to discuss their results, USAA never returned their call.
A LAW ENFORCEMENT AGENCY IS IGNORED.
At this point we realized we needed to hire legal representation. Fortunately, our attorney had a contact within USAA, a person at an Executive level, who once told our saga agreed that your conclusion was incorrect. So after 10 mos. of repeated cavalier treatment by USAA, on XX/XX/18 the funds you had taken were restored back into our accounts.
Obviously the work of Executive innerdiction.
We even received an email from the bank stating that the fraud investigation had been " concluded in our favor and the restoration of our funds was permanent. '' " No further action on your part is required '' Happy Ending?
NO.
SIX DAYS LATER, on XX/XX/XXXX we were declined a purchase of gas at a local station and we immediately checked our accounts only to find they were ENTIRELY FROZEN! Not just our checking, but our savings account, and not for the original debated amount of {$14000.00} but our ENTIRE FUNDS IN BOTH CHECKING AND SAVINGS.
We called USAA again, and was told that it was an error.
I kid you not.
The funds were restored within minutes.
Happy Ending?
NO.
On XX/XX/18, confident that our funds were restored " permanently '', as we were told, our USAA Debit card was again declined at a local grocery store.
As I write this on XX/XX/XXXX, after being told on Thursday XX/XX/XXXX, that our funds would be restored again, which did happen, our funds were again FROZEN on XX/XX/XXXX. TWO HOURS of conversing with FIVE reps with USAA today resulted in 'you need to call back after the holidays ''.
Again. I kid you not.
I'm only going into this detail not only so I have a succinct and concise record of our experience with USAA for myself, but to warn others who may think that your claim that customers recieve 100 % liability protection from fraud is actually fraudulent.
A lie.
I don't know what USAA 's specific problems are, but they are vast, from terrible communication within your own divisions, to bogus 'investigations ' and conclusions by your fraud 'team ', and I am not going to stop letting others know.
|
| 07/30/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Servicemember |
|
Issue : USAA is not applying payments to credit card balances properly.
Statement of Events : XX/XX/XXXX - I deposited a " convenience check '' received from USAA in the mail ( {$12000.00} at 0 % interest until XX/XX/XXXX with balance transfer fee paid up front ).
XX/XX/XXXX - statement date that showed the promotional balance with a promotional APR applied ( {$11000.00} remaining ).
XX/XX/XXXX - took a {$2000.00} cash advance ( intended to be short term ).
XX/XX/XXXX - Made a {$2300.00} payment. Intention was to cover the minimum due ( {$110.00} ) which would be applied to the lower interest balance first, and have the rest applied to the higher interest balance IAW regulations. Instead, the {$2300.00} was applied to the lower interest balance only and all payments since then have been also. Interest is now accruing against the cash advance balance and is calculated daily unlike other balances.
XX/XX/XXXX - Realized the problem and called USAA to dispute. Spent 25 minutes on the USAA chat app with an rep that couldn't get past square 1 and kept repeating the payment application rules without realizing that I was tracking the basic rules just fine. I then spent over 40 minutes on the phone with a rep that finally figured out ( after not getting it for the first 30 minutes or so ) that it appeared there was a problem with the way the payments had been applied. He then told me that he was not empowered to fix the problem ( effectively ) and that I would have to wait for a callback from a supervisor on Monday. I was not happy about wasting so much time on a Sunday without a resolution, but agreed to a XXXX XXXX call back from a supervisor on Monday morning.
XX/XX/XXXX : - XXXX XXXX call back time came and went - no call.
- XXXX XXXX - I called back and started the process over in what ended up being a 56 minute call ( 56 minutes and 16 seconds to be exact ). I was eventually transferred to XXXX in the " Executive Resolutions '' department. XXXX also agreed ( after some back and forth ) that there appeared to be an issue. However, apparently there was some discord in the office about whether or not the payment allocations was compliant with law and regulation ( and USAA policy ). Again, after much back and forth and time on hold, I did not receive a resolution. I even asked how I could make an ADDITIONAL payment that would reduce my high interest balance ( after fulfilling the minimum payment rules ), but XXXX was unable to advise me on a method that would work. He told me they would file something with " the back office '' and that was that.
Summary : I believe I am being charged interest inappropriately and not in accordance with regulations. If USAA is finding some loophole to make this application of payments work, they are clearly not recognizing the intent of the regulators that created the new rules. Also, if it's happening to me, it's obviously happening to a lot of other people.
Unfortunately, not many of us have both the financial background I do ( XXXX XXXX, XXXX, XXXX, etc ), and the time to spend 2 - 3 hours on the phone and then time to write a complaint like this ( and still not have a resolution ). I believe this incident should be researched as potentially more than a one off event and that USAA should be warned and/or disciplined appropriately for not making the application of payments a more transparent ( and compliant ) process. Even if they are somehow finding a loophole that allows them to be technically compliant, USAA is clearly not being transparent enough for the average consumer of the financial products they sell.
|
| 06/05/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
Product : Financial support services Sub-product : financial support, control and access Issue : violation of fiduciary responsibility laws Sub-issue : misappropriation of customer 's funds Consumer complaint narrative : I 'd been a USAA customer for 49 years, with XXXX checking accounts ( XXXX ), a savings account, XXXX investment accounts, car and home insurance and a trusteeship. USAA correctly ID 'd an attempted fraud against my credit card on XXXX XXXX, 2016, then shut me out of access to ALL of my accounts so that I could access NOTHING and, with their closed communication system I could only send letters to the USAA CEO ( XXXX, to date, which I can produce copies of ). I still received non-response emails notices of deposits and pre-programmed ( " bill pay '' ) payments from the only checking account remaining at USAA ( set up in response to my first special delivery letter to the USAA CEO ). However, when I opened accounts with a new bank in self defense and attempted to duplicate my " bill pay '' list that I had with USAA, I could not access my USAA " bill pay '' accounts to close them or to make any other changes. As a result, I could not even monitor my USAA credit card account ( which has most likely negatively affected my credit score ) and pre-programmed " bill pay '' duplicate payments were sent from USAA to my creditors, including a $ XXXX payment to a home ex-mortgagee, on XXXX/XXXX/2016, after I had obtained a VA Refi and that mortgagee had been paid off ( below ).
Repeated attempts to communicate by telephone generally resulted " someone will call you in 24 to 48 hours. '' The ONLY time that call-back happened, it was another pass-the-buck situation with the usual " someone will call you in 24 to 48 hours. '' Each time I called since XXXX XXXX, however, I had to re-justify myself with a new 20-question " security '' quiz and, though I get email messages that I have a USAA email, it is within their closed system to which I no longer have access. THIS is NOT the kind of caring service I had previously experienced with USAA and I 'm surprised at the number of " Account opening, closing, or management '' and related complaints I see against USAA in this database just since XXXX XXXX!!!
==================================================================== This is a prime example of USAA 's misappropriation of funds - Your payment to XXXX has been sent XXXX sent it to me on XXXX XXXX, 2016, XXXX From : XXXX Format : To : XXXX Your payment to XXXX has been sent View Accounts | Privacy Promise | Contact Us USAA SECURITY ZONE To : XXXX, USAA # ending in : XXXX Dear XXXX, The following payment has been sent : Biller : XXXX Account Number : XXXX Payment Amount : {$1000.00} Date Debited From Your Account : XXXX/XXXX/2016 Date Sent to Biller : XXXX/XXXX/2016 Estimated Date Posted by Biller : XXXX/XXXX/2016 XXXX has not supplied posting information for this payment. The posted date above is an estimate based on our past experience with XXXX.
*Note : If the word Draft appears as the date the payment was debited from your account, we could not send your biller an electronic payment and sent a paper check instead. Your account will be debited after the biller deposits the check and it is paid by your financial institution.
To stop receiving reminders like this, access USAA Web BillPay and change your reminder settings for this biller.
If you have questions about this bill, please contact XXXX directly. For all other questions, logon on to usaa.com, and select Pay Bills. ( NONE OF WHICH IS POSSIBLE, because of USAA 's Shut-out of my accounts!! )
|
| 06/30/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Older American |
|
On XXXX XXXX 2016, I joined USAA as an automobile insurance customer. On XXXX XXXX, I used USAA 's online mortgage application tool for a VA loan. On XXXX XXXX, I was pre-qualified for $ XXXX. USAA 's website instructed me to " go out and place an offer '' on a property. I was searching for a condominium in XXXX and although the number of VA qualified condos are very few, I did find a XXXX bedroom and asked my USAA representative, XXXX XXXX ( XXXX, ext. XXXX ) to provide my real estate agent an XXXX pre-qualification form to attach to my offer. She did so ( attachment XXXX ). Unfortunately, I was not the high bidder and lost the sale. Over the succeeding months, other acceptable VA properties came on the market. Each time, XXXX XXXX " ran the numbers '' and produced ever increasing pre-qualification documents. ( Attachments XXXX ). My bids for these properties were not successful. On XXXX XXXX I called XXXX XXXX to see if it was possible for me to purchase a XXXX bedroom condo in the same VA approved building as the XXXX bedrooms I bid on earlier. XXXX XXXX was not in the office, but I did speak to her colleagues, XXXX and XXXX, who assured me I could purchase a higher priced condo if I paid the difference between the purchase price and the now $ XXXX USAA pre-qualified amount. Luckily, on XXXX XXXX, XXXX XXXX was back in the office and replied to my email inquiry about the higher priced unit. To my surprise she not only agreed to the higher price, but offered that I " may only be required to pay 25 % of the difference and not the full difference '' ( email : Tuesday, XXXX XXXX, 2016 XXXX. ). My successful XXXX XXXX offer of $ XXXX ( attachment XXXX ) included a 15-day due diligence clause allowing me to visit the property. XXXX XXXX contacted me frequently, urging me to sign the sales contract and get the mortgage process started. I had seen many of the XXXX bedroom units in the condo building and had seen photos and videos and recommendations from my real estate agent of the XXXX-bedroom unit, but not the actual condo. I decided to see the unit in person. I flew from XXXX to XXXX on XXXX XXXX and returned the next day. I called XXXX XXXX on XXXX XXXX and gave her the good news that I would go ahead with the sale. She said she had some questions for me and I answered each of them. Some of the questions were the same as in the initial online process back six months ago, but none of my conditions or my answers changed. She then said that something was wrong and that a " mistake '' was made and that the required down payment was not 25 % of $ XXXX, or even $ XXXX, but now $ XXXX! I could not believe what I was hearing. How could multiple people " rerunning the numbers '' multiple times be so far off? I asked to speak to XXXX XXXX 's supervisor. " XXXX '' came on the phone and his reply was " my hands are tied ''. I asked to speak to his supervisor and was given " XXXX '' ( XXXX XXXX XXXX ) who forwarded me to XXXX XXXX in the executive office ( XXXX, ext. XXXX ). I told XXXX XXXX that I was astounded at the " mistake '' a company like USAA could make on a loan they 've made XXXX of time before. She concurred and admitted that this type of mistake had happened in the past and that USAA was working on correcting it. I also told her of my {$540.00} out-of-pocket travel expense. She asked for receipts which I sent to her email address. XXXX XXXX said she would have one of her senior loan officers review my case and contact me on XXXX XXXX. On XXXX XXXX I did receive a call from XXXX XXXX ( XXXX XXXX XXXX X XXXX ). She said she would review the numbers.
|
| 02/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
While I was on a XXXX XXXX flight to visit my parents in XXXX, TX ( with my credit card on my person ), 3 fraudulent transactions were made at " XXXX XXXX XXXX XXXX XXXX '' with my credit card in the amounts of XXXX, XXXX, and XXXX, respectively. This was on XX/XX/XXXX. I received a call later that night from my hotel room alerting me to the fraud, and when I checked my statement, sure enough, there were 3 purchases that I definitely did not make on my statement. I called USAA, my credit card issuer, and alerted them that these charges were fraudulent. Through a long process of going back and forth with the credit card company ( USAA ), the company, repeatedly denied my fraud claim and subsequent disputes. Upon providing evidence that I was not present to make the fraudulent charges, USAA stated that : " The XXXX determined that the Signature Visa chip card XXXX was presented in person at the time of the purchases ; therefore, authorizing the charges. In accordance with the USAA Credit Card Agreement, the primary cardholder is liable for any and all charges by joint account holders, authorized persons, or anyone allowed to use the account. Determining the identity of the person ( s ) who presented the card will not change the decision of liability. XXXX XXXX, upon receipt of your most recent submission to the CFPB, we conducted another review of the credit card transactions. We identified no activity indicative of theft or account takeover, and you have presented no new information that would warrant a change in our position. The decision to hold you liable for the credit card charges is upheld, and we respectfully deny your request to delete the charges from your account history or credit card balance. If you have additional questions regarding this matter, our staff remains available to assist you. '' Essentially, USAA said that determining that I was not the one who made the fraudulent charges will not change their decision that I am liable for them. I did not authorize anyone else to use my card and I have no joint account holders. As USAA knows, I am the only authorized user of my credit card.
I would like to know two things : * Why is it that " Determining the identity of the person ( s ) who presented the card will not change the decision of liability ''? If someone other than me made the charges, it is fraud. Nobody else is authorized in any way to do business in my name and I do not give out my credit card. I certify that I did not authorize anybody else to use that credit card nor did I give mine to anybody else. In fact, as the attached signed statement points out, my card was on my person in Texas while the charge was made in XXXX XXXX.
* If neither I nor an authorized user / joint account holder of the card made a transaction, doesn't the 0 fraud liability clause mean that I should not be held liable? There is nobody else authorized to use my credit card within USAA. Does USAA claim that I, the cardholder, somehow benefitted from this? If so, I would imagine that USAA has some evidence to back this up beyond not knowing how the fraud occurred. I would like to see this evidence if it exists. Please explain in detail how this denial complies with 1026.12 ( b ) ( 1 ) -- the definition of unauthorized use, and 1026.12 ( b ) ( 2 ) -- the conditions of liability of the Truth in Lending Act. It seems to me that USAA is legally required to resolve this fraud claim by reimbursing me for the fraud.
For reference, I am attaching the same evidence that I was not present to make the fraudulent charges as I have in previous communications.
|
| 01/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American, Servicemember |
|
I contacted USAA bank on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, I called with my daughter & informed them my wife passed away and i did not have a way to access my money or her email where the statements were going, i needed statements mailed and a way to get my funds/ the balance in my account, called again on XX/XX/XXXX, XX/XX/XXXX, they still would not help me, i called again on XX/XX/XXXX to ask to activate my debit card i found that had been mailed to me a few months prior that way i could at least get my balance and the agent told me he couldn't assist me but if i mailed a notarized letter in asking the account to be closed and a check mailed they would do it, I immediately did so, in the letter i included my current phone info so they could send the text code to it, my address & a voided check. My social security of {$1800.00} was going into this account so I wrote my daughter a check for {$1800.00} so I could have my money to pay bills but the check was returned for NSF and it should not have been. my wife passed away on XX/XX/XXXX - the additional money from both of our social security in XXXX should have been in there plus my XX/XX/XXXX benefit for myself and they wont give me statements when i told them there must be fraud! on XX/XX/XXXX i received a letter dated XX/XX/XXXX requesting i fax them a copy of the death certificate to process the changes requested, which i did on XX/XX/XXXX - I received a letter dated XX/XX/XXXX saying the changes had been made and my wife 's name removed!!! No check, no statements, nothing! I called XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX with my daughter trying to help me. They said there was a problem with my social security number not bringing up the right account and still would not help me. On XX/XX/XXXX I called again!!! They told me to mail a copy of my ID and they would have someone call me- I did as they requested once again and no one ever called me! On XX/XX/XXXX I decided to write myself a check my newly opened account at a local bank. I wrote the check for a lesser amount of {$1000.00} as I have my check book but no way to see a balance or what's been going on in my account. XX/XX/XXXX I wrote another for {$850.00} which again should have been there due to my social security being XXXX. On XX/XX/XXXX the check for {$850.00} was charged back as NSF! I called on XX/XX/XXXX & XX/XX/XXXX and asked them why they took my money back. I want my statement, I want an investigation done, someone is stealing my money!!! They gave me the run around, told me to mail in my ID again which I told them I did and no one called me, either USAA bank is stealing my money or they have been letting someone else! I have had to borrow money from my daughter to survive the months they refused to allow me to get my money. There are multiple Reg E Violations as i have not received any statements since i reported i did not have access to my wife 's email on XX/XX/XXXX & in the other conversations listed - at this point i'm not sure how long this fraud has been going on, now i want a years worth of statements mailed to me so i can see account activity and report the unauthorized charges! I also want any funds back for any charges that have come out of my account since I reported I wanted an investigation done AND I mailed them a notarized letter asking the account to be closed and a check mailed for the balance. Nevermind the pain and suffering i have had to go through, my wife passed away and i have to worry about how im supposed to survive as my bank wouldn't help me or give me my money after i did everything they asked.
|
| 05/04/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I have been a member o f USAA for six y ears, and am an XXXX XXXX Veteran since XXXX , having served XXXX XXXX for five years. In XXXX of XXXX , after several years of great service with USAA, I took out an auto loan with USAA after a total loss on a previous vehicle. While initially all seemed to be going well with the loan, at some point after loan origination, an error occurred with the banking and USAA was attempting to withdraw my monthly payment from m y USAA Checking ac count, even after several calls to explain that my payments were to be coming from my external XXXX XXXX XXXX checking account. Then twice, the payments withdrawn from my XXXX XXXX XXXX checking were reversed, because USAA had misinformed me via phone when giving me information as to how to set up external payment accounts for my auto loan, and which account numbers to utilize. On several occasions in XXXX and early XXXX XXXX , USAA Auto Loan representatives phoned me regarding my auto loan payment issues, walked me through the process of correcting this issue, and stated " all was set now '' and that the issue was corrected on their end. My domestic partner, with whom I reside, is witness to these phone calls, and I have my XXXX XXXX XXXX XXXX statements which clearly show and prove the attempted withdrawals to pay my USAA Auto loan monthly. This entire issue was due to misinformation provided by USAA Consumer Loan representatives on multiple different phone calls. On XXXX XXXX , XXXX , after receiving yet another mail correspondence that my auto loan was delinquent, I phoned in and attempted to resolve the issue with an Executive Resolutions specialist, who informed me that it was not a USAA error and therefore refused to retract th e 30-day late negative credit reporting. I then escalated the issue to the Office of the CEO, and was contacted on XXXX XXXX , XXXX , from a CEO Correspondent who once again stated that she was unwilling or unable to retract the 30-day late credit reporting as it was my error, ev en though it was not my error due to misinformation provided multiple times by USAA Representatives. While I continued to attempt to resolve this and point out the issue with the USAA CEO Correspondent, it was to no avail, and I have opted to file a grievance with the Consumer Financial Protection Bureau. At this time, it is clear tha t USAA is incorrect in their statement that this was my error, and I am disputing this negative credit reporting of 30-days late. As an aside, I find it extremely distasteful for USAA to refuse to assist a military Veteran and longtime member with the first and only issue of this nature ( one alleged late payment ), especially given that this was not an intentio nal late or slow payment, and resulted from misinformation provided and confusion from multiple phone calls with USAA Auto Loan r epresentatives. I have worked extremely diligently to protect my credit, all while serving my country and working to attain higher education post-military service, and I am requesting this be reviewed and rectified as soon as possible. Attached you will find a copy of my recent checking statement with XXXX XXXX XXXX XXXX , where you will note the attempted transfers/payments to USAA for {$410.00} -- the amount of my monthly auto loan payment to USAA. At this time, I am requesting an immediate retraction of the reported 30-day la te payment on my auto loan with USAA due to the information provided within this complaint.
|
| 08/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am the primary on a checking account with USAA, my daughter is the secondary. This incident occurred on XX/XX/XXXX, when I realized my account was charged {$9000.00}. She, XXXX XXXX XXXX, has some serious mental health issues and I kept her on my account to help her with her finances. My daughter met someone online in XXXX of 2022 that said they would be her friend and companion. She thought they meant well. She got to know them online and they wanted to help her out financially. This is a summary of the police report she filed, " They said they could send me money via a check. I was very excited about this because being as broke as I was and still am I thought this was my answered prayer. So I receive the check via email and In my head it seemed professional and legitimate but looking back it was not. When I am XXXX XXXX I do not make rational decisions that normal people would make. For example the looking back the check had a female name on it!!! When you are XXXX you do not pay attention to certain important things. Plus XXXX and being stressed about where I'm going to live in 2 weeks because my lease ends soon. ( Also I am still XXXX at the moment because I cant believe what has happened ) I was in a desperate place and the moment I saw XXXX all doubts left my mind and I cashed the check. After they send the check and It was in my account I thought I was soo blessed and lucky. I am very delusional at times and have very unrealistic thoughts dreams and ideas in my head. I'm XXXX and also XXXX XXXX XXXX. I've been diagnosed by a doctor for both of these XXXX XXXX XXXX. Anyways in my disillusioned alternate reality, I really thought this was my lucky day. After the check was deposited my " friend '' explained that because this was the only kind of check he had at the moment he would need me to send some of it back to him. This is when the situation should have been a huge red flag for me but I'm extremely gullible and see the good in people. He was soo loving and nice and gained my trust. I also felt a responsibility to make sure he trusted me and he said he was trying to see my character and I needed to gain his trust by sending check. I suppose the XXXX dollars put blinders on my logical thinking because I cashed the 2nd and final check for this person. I thought I was receiving {$1000.00} from him and then the story changes to me having to send {$1600.00} of it back. I felt pressure and I did not have the knowledge I have now that this is fraudulent activity. I then get a notification that my account has been locked. This is when USAA lets me know that not only has my account been closed but that I had deposited fraudulent checks. To make things worse they tell me that my account has a negative balance of {$8000.00} dollars. This has been traumatizing and I'm scared, not sleeping well, and more broke than ever before.. '' I had my credit card covering the checking account in case there was an overdraft fee. So, USAA ended up charging my credit card account {$9000.00}. Instead of my daughter, XXXX being responsible for her bad judgement, I was charged {$9000.00} on an interest-bearing credit card. I tried to work with USAA explaining the fraudulent behavior but all they cared about was getting their money and they have it due to the credit card. My fraudulent claim was dismissed by USAA. Is there anything I can do? My daughter filed a complaint and it is attached. USAA has froze my checking account and I stated since my daughter initially reported the fraud, they will only talk with her about my checking account.
|
| 02/26/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
In XXXX my wife received a Phishing text and then a call from someone posing as a USAA representative. We notified USAA to make sure our accounts were safe and were told they would look into it. We specifically asked if our accounts or online bill payer, outstanding checks would be affected and were told no. As the days went by, we heard nothing from USAA, no call, no email, no text, no letter, so we assumed all was well.
Then we started receiving notifications of returned online billing payments, returned checks, etc. My trash sat on the side of the road for a week because their payment was never sent out. I had to make countless calls to various billers explaining what happened and using up my courtesy forgiveness to reverse returned payment fees. On top of this I had to spend way too much of my time calling USAA to figure this all out. Once WE called to find out what was going on, we were told our account was frozen due to a fraud investigation and would be reopened in a couple of days. We were told everything would be fine, sure ... That turned into several days and more and more payments were being rejected. I finally had to threaten to leave USAA where I have been a loyal customer for 11 years to get them to unfreeze my checking account. Ah, the story doesn't end there.
My checking account was now unfrozen however they neglected to inform me that the online bill pay platform is hosted by a third party and they had separately frozen my bill paying account. So although my checking account was active, it took several days and more calls to learn that my bill payer was frozen. So I had to spend an hour on the phone with them and they refused to reopen my account until I paid them separately for a payment they had paid on my behalf prior to rejecting everything else. I understand I would owe that money but it was ridiculous that I had to provide them my USAA credit card to pay that bill just to get them to unfreeze my USAA bill payer. Ah, the story doesn't end there either!
I received a notice that I was being assessed a {$20.00} returned payment fee and a subsequent cancelation notice of my USAA auto insurance because my USAA insurance payment was rejected by USAA from my USAA account which USAA had frozen .... Figure that one out. I called the insurance division and will say the woman I spoke to was most helpful and took it upon herself to waive this fee although she was unsure she authority to do. On top of this, apparently my USAA automatic insurance payment, which has been set up for years, had been somehow canceled BY USAA and they were about to terminate my insurance because of their own internal disorganization and lack of process! So I spent another hour on the phone re-signing up for the automatic insurance payments ....
This has been an ordeal to say the least and I am not even certain its over. I have no idea what other fees USAA has charged me for rejecting my payments internally or externally. I've actually had to eat a fee for a check that was returned to our cleaning service because I am so tired of dealing with this mess. I have worked in the banking industry most of my life and have never even heard of something this ridiculous. Where's the process? Where's the communication? If your Fraud department freezes a customer 's account, where's the follow-through to assure downstream impacts are mitigated or even considered? We were lied to initially and then had to pull teeth to get anything resolved. What have I learned, next time we get a Phishing attempt, don't tell USAA and let them eat the fallout.
|
| 11/01/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
On XXXX XXXX, 2016, XXXX XXXX XXXX XXXX wrote my wife and I to say they had added our daughter to our accounts, as requested. We had no accounts with them. I called them ; a fraudulent checking and savings accounts in my name had been opened XXXX XXXX. We were never notified. My wife and I verified to them this was fraudulent activity, and our daughter did the same. We told USAA we had no accounts with them, that these were opened using stolen identities, and that the accounts had to be closed and deleted. We were told that the accounts were flagged, marked fraudulent and cancelled. I called back on XXXX XXXX to verify this. On XXXX XXXX I filed an identity theft report with the XXXX Police Department : report number XXXX.
Between XXXX XXXX and XXXX XXXX my wife, daughter and I received mail from USAA. ( The fraudulent account in our daughter 's name was opened showing our address as hers, so all her mail from USAA arrived at our house. ) Each time this happened I called the USAA identity theft division. Each time I was told the accounts were flagged and that no activity could take place on them and the accounts would eventually be deleted.
On XXXX XXXX a letter arrived for our daughter from USAA Federal Savings Bank, XXXX XXXX XXXX, XXXX XXXX, Texas XXXX. This letter stated that a consumer loan taken out in her name had an overdue loan payment of {$840.00}. This loan, it turned out, was made on XXXX XXXX, 2016. My daughter and I called the identity theft folks, and they put us through to the loan department. That person put the information we provided her into another report and said someone would call me back in about three days to confirm that the matter was cleared up and the accounts finally closed. Not trusting this to be the case, since a fraudulent loan had been taken out in our daughter 's name more than three weeks after we were told by USAA that the accounts were secured, I called back on XXXX XXXX and spoke with another person in their consumer fraud department. She said that nobody at USAA had ever filed a report with their financial crimes unit, as they should have done XXXX XXXX. She then proceeded to take down all the information again and a report to that unit. She said I would receive a callback from them after 48 hours, and that they should be able to confirm to us in writing that these accounts were fraudulent, that they had been permanently closed, and that the notations sent to credit agencies about the " loan '' to our daughter would be retracted.
I asked her how it was possible for someone to take out a loan against an account that had previously been reported as being fraudulent and which we had been assured could no longer be used. She said that " flagging '' an account only meant that it was marked internally as being a security risk, so when someone wanted to use it for something USAA would text them a security code to use to open the account for activity. They texted the code to the phone number given when the fraudulent account was opened. Someone opened a fraudulent account using a contact number that linked to a phone in their possession. They never confirmed the opening of the account with us at our legitimate address, and there was no security at all for the account when the unknown person later took out the loan. Regardless of what we were told over a period of nearly three months, they never secured the fraudulent accounts or protected us from fraudulent activity. They allowed a fraudulent loan to be taken out after multiple warnings, and assurances to us that it could never happen.
|
| 04/29/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
On XXXX XXXX, I was contacted by someone who purported to be from USAA. The telephone number that popped up on my screen appeared to be from USAA. The caller identified himself as being from USAA and told her they suspected fraudulent activity on my account transferring funds through XXXX from my checking account. The caller then lead her through an ID verification procedure that seemed to be all the right questions USAA uses to verify a customer 's id. The caller indicated that in order to stop the fraudulent transfer another transfer needed to be authorized to " reset '' the account. The caller asked me to submit funds to myself for the same amount which was trying to be transferred fraudulently, using my cell phone number as XXXX uses to identify. The amount was {$1000.00}.
Right after the call, I contacted my husband and my husband received the same call ; the caller asked me for my spouse 's number so they could notify him as well. My husband, who is a CID Agent with the XXXX XXXX, identified the caller as being fraudulent and I immediately called USAA to notify, identify and dispute the fraud. This was all on XXXX XXXX. USAA did not request I make any notification in writing. The next day, I received a similar call to " follow up on the resetting of my account ''. The number that came through was the number identified on USAA 's debit cards. I hung up and called USAA again to notify them that the caller had tried again and this time used the number identified on the debit cards. I gave a detailed explanation of the facts the first and second time, I called ( XXXX XXXX and XXXX XXXX ). USAA did not request any written notification. The representatives each told me I would receive a notification in 3-10 days. No notification was ever received during that time frame. Since then, I have made repeated calls to USAA and each time I have to retell the event. The response is always the same, " there are no notes in the file, it is still being investigated, I should receive a response by such and such date ''.
During one of my attempts to find out what was happened, I did speak to a representative that indicated the matter was closed for accounts being flagged. I asked if this closed the fraud matter as well, and they stated " no ''. Last week ( Monday, XXXX XX/XX/2022 ), I talked to a consumer representative, who indicated that none of what I originally reported nor all of the facts were in the file for the reported event ( only minimal ). This representative also stated that each time I called, there were no notes other than " update ''. This representative took all the information, again, and indicated I should change passwords and such on the app. I was notified she would receive a call or a notification by Thursday, XXXX XX/XX/2022. It was also indicated I would receive a copy of the report, which I did not receive. The representative supplied her extension number and said I could call her if I received no notification. I did not receive anything by Thursday. I called the representative on Tuesday, XXXX XX/XX/2022 and left a message on the representative 's voicemail. I received no call back and called again on Wednesday, XXXX XX/XX/2022, and left another voicemail. Needless to say, no notification or contact has been received. I have not received any credit of my funds ( {$1000.00} ).
I believe this incident falls under Regulation E of the Electronic Funds Transfer Act which covers transfers of funds that are coerced and not for any goods or services. I believe USAA is in violation of this act and regulation.
|
| 04/30/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
In XX/XX/XXXX, USAA notified us that they needed to verify the Identity of the account holder. Since only the 1st and last name were given, I verified my information as requested. In XX/XX/XXXX the notices continued, and I called in on XX/XX/XXXX to understand why they persisted. It was at that point we were told they were looking for my son 's identification ( same 1st and last name but a different middle name ) We uploaded his drivers licenses as requested but did not have a social security card available. We were offered that a W2 could be used instead since it was a federal document with his SSN. We uploaded that and were told that we had satisfied the requirements and it would take the back office a few days to complete everything but not to worry.
On XX/XX/XXXX, the checking and savings accounts of my son became unexpectedly, unavailable. This caused him several issues since he was expecting to have access to his funds over the weekend.
I spent 4 hours on Saturday and 4 hours on Monday, trying to reach someone at USAA that could resolve it. The people that answer the phones had no way to change the account status and the people that can fix it were never made available to answer the call.
The following are some of the concerning things said to me about this situation by various reps.
" It is required by law, Homeland Security and the Patriot Act, that when requested by the bank, the customer must present their Social Security Card '' ( I have since read the Patriot act and have found that to be a very untrue statement ) " Because he can not present his Social Security Card, he may be a XXXX or laundering money '' " Until you provide the Social Security Card, you will not have access to this account '' " Because I have violated the rules and given you too much information about your sons account, my Manager refuses to talk to you and will not allow me to provide her name '' Point of clarification, this is a nested account that I opened for him when he was about XXXX so more than 10 years ago. My name is also on his account and prior to USAA confiscating this account, I had access to move funds in and out through my master account log in.
There were many more anti-customer things said but here is a summary of my complaints.
As best I can find, there is no Federal requirement that mandates you must have available at the banks request your Social Security Card. ( He has a number, we just couldn't find the card on XX/XX/XXXX when they asked for his, specifically. ) We could have started the process to request a replacement card, shortly after XX/XX/XXXX had we known that it would still be a requirement however we were told that what we provided would be enough.
Restricting access to both the checking and savings without any notice or further attempts and continued refusal to access the funds must be illegal! The notice previously given was no longer valid, since we called in and spoke directly to the rep that assured us, it will be taken care of. ( Side note, I had called in about a week prior to the XX/XX/XXXX incident with issue of making a deposit to his savings account, had there been any additional need for identification, that would have been an opportune time to alert me ) Finally, alerting the bank to the mistakes made, the laws broken and requesting this be escalated higher was categorical and repeatedly denied.
I am requesting Federal intervention and will be happy to make available any and all documents needed. ( accept for the social security card, we still need to request a replacement )
|
| 01/27/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I purchased carpeting costing {$2000.00} from XXXX XXXX in XXXX XXXX, VA. I had planned to use a convenience check sent me by my USAA Visa credit card in order to have the ability until XX/XX/XXXX to pay USAA at 0 % APR. I called XXXX XXXX to make sure they would accept my convenience check. They said yes, they would. When I went to make the purchase, XXXX XXXX couldn't accept it after all. This is the first of many misleading statements given me by XXXX and USAA. I then spoke to USAA about this and they said to put the purchase on my HD card and they could do a balance transfer then pay HD and I would then owe USAA. I got the transfer confirmation by email. For some reason USAA sent the payment for above said amount to HD Headquarters in XXXX, Ga. instead of their credit card payments center in XXXX, Ky. When I started to see from XX/XX/XXXX I was getting double billed, l called XXXX XXXX and told them of the balance transfer and they told me that they were not yet paid by USAA. I called USAA and informed them of this and found they sent the payment to the wrong place and gave them all the contact info for the HD credit center so payment could be made. In XXXX I again received a call and bill from XXXX and was told USAA didn't pay them still. I explained what I discussed with USAA, XXXX suggested I fax them proof of the balance transfer and bills from USAA and also to have USAA get their check back from XXXX and resend it to XXXX. Each month until the present time I keep receiving bills from HD and USAA and kept speaking to both parties. XXXX claimed that they received no fax from me then changed their story a few minutes later and said they found my fax. XXXX also told me to show proof of payment by sending a copy of the cancelled check from USAA or have them send it. All through these past months I've been trying to get a copy of the check USAA said they sent getting double talk from them concerning the check. They've told me that no check was not sent to XXXX, they could only get an image from the back of the check, they sent the copy back to XXXX support center, I spoke to the person they said they sent it to in XXXX support center and he said he didn't receive the copy but only spoke to someone at USAA and finally the check was in the XXXX business account and USAA said that they couldn't get it back because their two banks can't communicate with each other. Finally the USAA investigation department said on XX/XX/XXXX, there's nothing more they do and suggested that I contact this service. All the while, both XXXX and USAA claim they can't help me. When I suggested they contact each other directly, they both claim they can't do that either. Meanwhile, I'm stuck in the middle of all this, my excellent credit is suffering and I'm severely limited as to what I can do. Nobody is working with me and XXXX is racking up late charges and threatening collection action for something that's clearly no fault of mine. XXXX also told me if this isn't resolved by XX/XX/XXXX, I'm going have to pay the bill in full with a high interest rate of 26 %. I'm a XXXX XXXX XXXX veteran still raising a family and can't afford that action. I am basically being told it's my problem alone and I have to find a solution. This is all inexcusable. I have tried one last time to send proof of balance transfer to XXXX on XX/XX/XXXX. I am very dissatisfied with the lack of support from USAA of which I've been a customer for over 20 years. I'm also dissappointed with the conduct of XXXX of which I'm also a longtime customer.
|
| 10/29/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I applied for a VA home loan through USAA. This would be the second time I would have a VA loan. My first home was through a VA loan. I receive a pre-approval on the same day and immediately started submitting my required paperwork. The same da, XX/XX/XXXX, I was assigned to XXXX XXXX, a Loan Officer, to start the process. During the month of XXXX, I put an offer on a house and it was accepted. That then started the process of finalizing my loan information.
I was advised by USAA to schedule the inspection on the home as a requirement for a VA loan and this was done on XX/XX/XXXX. NOTE : I had not yet been officially approved for a loan through the underwriting process, I only had the pre-approval.
On XX/XX/XXXX, XXXX XXXX updated my pre-approval letter and then advised that I would be assigned to a NEW loan officer, XXXX XXXX.
I never spoke to XXXX, instead I was contacted by XXXX XXXX, another loan officer at USAA, on XX/XX/XXXX. It seems he was now assigned to my case. I began uploading my underwriter required documents for review on XX/XX/XXXX. I was then contacted by XXXX XXXX, a Loan Officer Associate that was assisting XXXX XXXX, on XX/XX/XXXX. NOTE : I was never informed that XXXX or XXXX were no longer my Loan Officer. I got a email from XXXX, who then mentioned ANOTHER loan officer that was handling my case, which was XXXX XXXX. He needed further information to continue with the loan process. XXXX then called me on XX/XX/XXXX and advised of everything they needed to finish my file was complete. She followed up with an email to confirming this as well. We continued on with the process and appraisal. USAA then required me on XX/XX/XXXX to pay ( IN FULL ) my home insurance policy for the entire first year. Usually that is covered when closing, but I was required to do this ahead of time which put me in financial hardship since I had not closed on my old home.
THEN, on XX/XX/XXXX, I was assigned yet ANOTHER loan officer, XXXX XXXX. She asked more information on my banking info, and closing on previous house. This was provided same day.
On XX/XX/XXXX XXXX then provide me with a letter from the VA that we are not eligible. The letter advised that it had made multiple attempts to request information from me, but I had never received such a letter. This is now less than 3 weeks from our expected closing date. After much discussion with the Minnesota VA to obtain records, we learned from the VA directly, that the qualifications for a VA loan had changed more than 5 years ago, and my husband no longer qualified.
At this point, we were less than three weeks from closing, and we had no loan. None of the Loan Officers from USAA caught this error that he no longer qualified for a VA Loan, instead we spent 1.5 months submitting their paperwork. They still made us pay for the home inspection, and pre-pay for the insurance before we were even officially quailified. This VA policy was put in to place many years ago and I would assume a service provider that specifically works with VA LOANS would know the current policy and requirements.
I had to obtain a new standard home loan within two weeks through a new company. That new loan did not require an inspection and I would not have had to pay almost {$800.00} for an inspection if USAA caught their error from the beginning. They went on the assumption that we qualified before, so we would qualify again and didn't even look at his service record to confirm. I respectfully requested our inspection money to be returned due to their error and they declined.
|
| 11/18/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
Older American, Servicemember |
|
I am having a problem with the USAA Federal Savings Bank in Texas over a mortgage loan.
Earlier today, I sent an e-mail to the USAA CEO, which I will copy below. Late today I was called by a woman who identified herself XXXX. As part of that conversation, she informed me that if I did not sign and return by tomorrow, XXXX XXXX, a form accepting the points listed in my e-mail below, the loan would be cancelled and if I wanted to purchase a home I would need to re-apply for a loan.To : XXXX XXXX USAA CEOFrom : XXXX XXXX XXXX XXXX Member NumberXXXXXXXXXXXXXXXX ( Cell ) Subject : Failure of USAA live up to its ethical obligations related to a mortgage loan.
I am a XXXX veteran who has used the services of USAA for 35 years. During this time I have been lead to believe that USAA operated on the principle that they expected my compliance with my verbal word, and USAA would live up to its verbal obligations.
I have a current application for a mortgage loan. The loan # is : XXXX.
I am using a Real Estate agent supplied to me by USAAXXXX On the morning of XXXX XXXX, I asked to lock in my interest rate and points. I did not write down the name of the people to whom I spoke as I assumed that the conversation would be recorded.
My assigned person was not available. I ended up talking to a women who may have been XXXX. She offered me an interest rate of 3.75 % with XXXX a point for a total of {$420.00} for the points. I was pleased with that rate and asked her to confirm, she confirmed the rate and told me she needed to transfer me to another person.
The male to whom I then spoke had trouble locating my loan documents. He finally was able to locate them, he said, after I gave him the loan number : XXXX.
He asked me at least twice to confirm the rate and points that I had been quoted. I restated them as I have listed above.
He then engaged in a conversation with people in the background. I generally was not able to understand that conversation. However, I did hear XXXX male say : " Go ahead and lock him in. " He then informed me that he was going to lock me in. I again requested that he confirm that I was being locked in at 3.75 % and XXXX a point ( {$420.00} ).
Last Wednesday I received documents from USAA telling me that I had been locked in at 3.75 % and 1.75 % points, or {$5900.00}.
Yesterday I was informed by XXXX ( ex XXXX ) of the following:1 ) I was believed to have made XXXX XXXX XXXX XXXX telephone calls. One was not recorded and USAA did not know if the 2nd had been recorded.
2 ) An entry was made in my records that the rate had been locked in on the morning of XXXX XXXX, but no entry had been made as to the percentage and the points.
Today, XXXX XXXX, I spoke to XXXX ( ex XXXX ). She informed me that an entry had been made in my records as to the interest and the points at 1.75 % of the loan.
All of this appears to me to be low level people attempting to cover their error.
This places me in a critical situation. I clearly do not want to be confrontational. But, I expect USAA to live up to its word.
I need your help.
Please, XXXXSent early in the morning XX/XX/2015 To : XXXXXXXXXXXXNOTE : USAA has placed us in a bind due to an error. The reality is that I was quoted their rates for a VA loan, when I applied for a conventional loan. They made the error. I did not. Now everything about this purchase is at jeopardy. I did not know that the rate they quoted me was a VA rate and not a conventional rate.
My wife and I would not and have not considered a loan with almost {$6000.00} in points.
XXXX XXXX XXXX
|
| 05/15/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
Your Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX . XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Alternate Phone : XXXX Contact Preference : EMail Institution Information Institution Name : USAA Account/Product Type : Checking Account Address : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Country : United States Email Address : XXXXXXXXXXXX Phone Number : XXXX Institution Information : Complaint USAA has placed a CREDIT ONLY HOLD on my account since XX/XX/XXXX without explanation or correspondence of any kind, and after 5 phone call attempts on XX/XX/XXXX attempting to resolve and requesting why, every single representative refused to provide any information or advise why the account was on hold, other than to say the account hold should release on XX/XX/XXXX. Not released as of XXXX XXXX/XXXX/2016 Consumer Complaint Confirmation | Federal Reserve Consumer Help XXXX XX/XX/XXXX and called again today XX/XX/XXXX to request my account be closed since my XXXX direct deposits made on XX/XX/XXXX are still in a hold status and the representative said that due to the hold on the account they could not close my account and that I would have to call back in a week or so. Below please find my email I submitted yesterday XX/XX/XXXX : EMAIL SUBMITTED ON XX/XX/XXXX VIA ONLINE PORTAL TO CUSTOMER SERVICE : XXXX/XXXX/16 To Whom It May Concern, Received XXXX Direct Deposits on XX/XX/XXXX. Funds not available for withdrawal. Called and explained problem and was told " It appears USAA is exercising their right to no longer do business with you '' but could not provide a reason why other than to say its on a CREDIT ONLY HOLD pending account review. Transferred me to dept handling this and they also would not provide an answer, transfer me to a supervisor or offer to find out what is occurring and why I can not access my money other than the account is under review. I called back again, same run around. You have {$120.00} of my money held, without cause, or explanation. We carry numerous lines of Insurance in addition to our banking. I dont care why your analyst ( that can not be reached according to your XXXX. XXXX, that provides no customer service. ) placed our account on hold. I want a call back with an explanation, apology and release of our funds and position our account back in good standing ( given we have XXXX direct deposits actively depositing, not for you to hold ) within the next 24 Hours or I will close our accounts and cancel all lines of insurance tomorrow XX/XX/XXXX at XXXX PST. While I appreciate what your C/S agent informed me of, but actually in retrospect, I think we 'll exercise our right to not do business with USAA. I am a protected wartime veteran and am extremely concerned at the lack of service, resolution or customer concern. Look forward to speaking with you or shifting all our lines of coverage and finances elsewhere and will pursue higher levels of grievance and complaint.
The lack of communication, understanding or support in the matter is unacceptable and shocking coming from USAA. Let me/us know if you still wish to have our business. Did I mention we are pursuing a $ XXXX house that we will be seeking VA Financing on and had HOPED to work with USAA on it. According to what I 've been told, USAA does not want my money or business. Appreciate your final determination ASAP. XXXX XXXX XXXX How can your complaint be satisfactorily addressed?
I want a full documented explanation as to why my funds were held, the cause and my funds immediately released.
|
| 11/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
Servicemember |
|
XXXX : XXXX : USAA responds, " In your submission, you state that USAA has refused to work with you regarding your two credit card accounts. You state your request to lower the rate or consolidate the debt was denied. You advise you are two months behind on payments and are unable to catch up. You believe USAA should be required to lower your rate, consolidate your credit cards into one monthly payment, and correct what you perceive to be fraudulent credit reporting. Your XXXX XXXX account ending in XXXX has a current annual percentage rate ( APR ) of XXXX percent. On XXXX XXXX, XXXX, the account was closed. Your account became delinquent on XXXX XXXX, XXXX. Your XXXX account ending in XXXX has a current APR of XXXX percent. The credit card was closed on XXXX XXXX, XXXX. The account became delinquent on XXXX XXXX, XXXX. You are receiving the best APR available based on your credit qualification. On XXXX XXXX, XXXX, USAAs XXXX XXXX XXXX XXXX XXXX XXXX received your email stating you were in the process of obtaining a consolidation loan to pay the credit cards, and you requested a forbearance on the two credit cards. XXXX responded to you by email asking that you contact them to discuss your accounts. XXXX has also left multiple voice messages asking you to call them so they may review your accounts for any possible assistance. To date, you have not contacted XXXX. USAA does not offer consolidation loans ; however, you can apply for a personal loan to pay off existing debt. Your application would be reviewed to see if you qualify for the loan. USAA does not lower the APR on credit card accounts. USAAs Member Assistance Team is available to discuss possible payment programs to assist you. You can contact the Member Assistance Team at XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, we have made multiple attempts to assist you by telephone and email asking you to contact us so that we can discuss your accounts. You have not returned any of our voice messages or emails. We ask that you contact the Member Assistance Team so that we can attempt to assist you. We confirmed that your accounts are being reported accurately to the consumer reporting agencies ; therefore, no corrections are warranted. We appreciate you allowing us to review this matter and respond. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. '' USAA states above that the XXXX XXXX rates are based upon what I am qualified for. This is not beneficial and consistent with my original complaint that they are not willing to work with me. They also indicate I have not returned calls from XXXX. That is inaccurate and why i prefer to have my communication in writing. The number listed cycles through and lands me on extended hold. USAA indicates they do not offer consolidation loans but they do offer personal loans. On the personal loan application, there is a drop down indicating the purpose of the loan. Consolidation of debt is on the USAA drop down list therefore, USAA does offer consolidation loans but chooses to be less than candid. I applied for a personal loan for loan consolidation. $ XXXXXXXXXXXX XXXX XXXX XXXX months.
Upon submission, I was directed to call XXXX which I did. I was placed on hold. It seems to me that USAA is more interested in driving up interest rates than assisting struggling customers. It appears USAA would prefer to charge off debt and inflict long term damage to struggling customers instead of working through the problem. I have no doubt USAA will push this matter to a Charge Off.
|
| 05/26/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Older American, Servicemember |
|
In XX/XX/XXXX, I began to draw down my USAA checking account ( account number : XXXX ) and its companion credit card account, Signature Visa ( account ending in ***** ). I tried to close both accounts but I was stonewalled by USAA, so I left both accounts in limbo ( bad mistake on my part!!!! ).
During XX/XX/XXXX, I began to receive dunning emails from USAA that said that I owed monies on the credit card account ( attachment # 1 and 2 ). I telephoned USSA and asked their staff members how I had acquired these charges. They were very evasive. From what I could deduce from an examination of my web site account, there was a returned check ( I did not write any checks on this account after the draw down and it is a credit card account ) and a mountain of non-sufficient fund fees. The USSA staff was not able to tell me to whom the check was written.
USSAs letter of XX/XX/XXXX states that the monies due to them for the credit card account ending in XXXX was {$31.00} ( attachment # 3 ).
After many fruitless go arounds, I decided that I wanted to be rid of USSA and I bite the bullet and wrote them my personal check number XXXX for XXXX XXXX dollars and XXXX XXXX cents ( {$7500.00} ) with a certified letter requesting closure of all accounts ( attachment # 4 ). The United States Postal Service certified that the check and letter was delivered to XXXX on XX/XX/XXXX. XXXX at XXXX ( attachment t # XXXX XXXX.
On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX member who gave his name as XXXX XXXX their Credit Card Services called me asking for a XXXX XXXX dollars plus ( XXXX ) payment. I told him I already sent a check to USSA for XXXX. He said he couldnt find it so I should give them another payment. I said that could lead to double payments. I asked him if the XXXX XXXX dollar and XXXX XXXX cents would cover all my accounts so they could be finally closed. He said he was in credit card and couldnt tell me about my other USSA departments. I asked him to put, on the phone, a supervisor who could view all departments. XXXX said that there was none available. At that point, I ended the conversation.
I received an letter ( attachment # 6 ) from USAA dated XX/XX/XXXX asking for a total due of {$40.00} for a credit card account ending in XXXX. I have no knowledge of this account!!!
I received an USAA letter dated XX/XX/XXXX stating : We strongly urge you to ... immediately pay the amount due of of {$40.00}. There is no explanation of how I could have amassed such a debt and also is it all that USAA claims that I owe ... ... Just pay!
On XX/XX/XXXX, XXXX XXXX am, I received a telephone call from XXXX who said that she was a representative for USAA and that I should send them XXXX dollars ( {$40.00} ). I asked if this would settle all monies owed ro USAA. She said that she did not know. I asked her to put on the phone an official of USAA who could assure me that this amount would cover all claims by them. XXXX said there was no such official available.
I have sent to USAA my check # XXXX dated XX/XX/XXXX for {$75.00} ( photo of check and certified letter included in my complaint ). USAA will not tell me if the {$40.00} is additional to or is all that I owe them. I just want to be rid of USAA now and forever!
We receive a recorded USAA debt collection telephone call several mornings a week at around XXXX XXXX Can you help me end this nightmare with USSA. I just want to know how this mess began, how it ballooned into such a large sum and how to be rid of USSA forever. an you help me get out of this fiscal XXXX.
Thank you
|
| 06/15/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
|
|
XX/XX/XXXX I was a victim of identity theft, credit card fraud, etc. The bank issued credits for all the fraudulent charges, reversed them, then re-issued them after some trouble. The provided letters saying all credits were final ~11 months ago. Last month, they decided to charge me back for all the fraudulent charges only on XXXX of my affected cards. I only know this b/c I saw the charged labeled only as " transfer adjustment '' with no other information provided and called in to inquire as to what these. I then asked for documentation for each charge, as well as a justification. To follow up on XX/XX/XXXX I received written notice from USAA that my email requesting an explanation and any/all relevant information be provided. To this day I have received anything. It 's taken more than a month and 20+ phone calls with over a dozen written and verbal requests for documentation. Each request I was notified it would be sent to me. Yet no one was able to actually give me any information. I finally got in touch with someone at the CEO 's office who informed me I needed to speak to XXXX . I left over a dozen voicemails for her, and spoke with many associates, including ones in her department who informed me they were unable to reach her but they would be sending her a message to call me back asap as well as my request for documentation. These calls were on and not limited to : XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX ( Executive Resolution Dept ) XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO ' s office ) XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX ( CEO 's office ) These are just from the past few weeks and does not include the countless voicemails I left myself. Finally I was able to speak with XXXX who informed me USAA did not have to follow the consumer protection laws due to regulation Z. I inquired as to where/what that was. To which the reply was regulation Z, it 's just regulation Z. It supersedes all federal civil protections. I asked if it was in the credit card agreement which I was looking at, to which she said yes. I asked where, she said she didnt know and didnt have it in front of her. I found no mention of a regulation Z anywhere. Furthermore, she admits she did not immediately call me back despite my many attempts to reach her, also stating she never received any notice of my request for documentation, justification or call back requests. This is odd as, USAA responded via email to my request saying they would forward my request to her several times in the previous 4 weeks. She then admitted seeing how originally I was credited for the fraud, then it was charged back, then overturned again and finalized, only to be charged back to me a year later. She offered no information, justification or reason. She simply said they decided to terminate all relationships with me and exercised their rights. She stated she did not know I had disputed the charge back, despite USAA sending me a letter informing me my dispute re-affirmation was complete.Which is also weird because I still have not been able to speak to anyone at USAA regarding these issues directly. So in all, my dispute is USAA 's failure to provide any advance notice, timely notice, any and all relevant documentation, or provide detailed justification for adverse actions taken immediately after exercising my rights under the Consumer Protection Acts. Furthermore, USAA has failed in responding or even communicating in a timely or respectable time frame or manner.
|
| 07/25/2016 |
Yes |
|
|
|
Web |
|
|
We have a XXXX with USAA. In XXXX 2016, USAA informed us that our XXXX account would be switching to a XXXX account.
When XX/XX/XXXX came around we received both a XXXX Statement and a XXXX Statement with identical amounts. We had not made any purchases using the new XXXX card at that point. I called Customer Service and asked which one was I suppose to pay. They said to pay the XXXX Statement as the XXXX would no longer be valid in less than 30 days, they clarified that all purchases which had been made using the Mastercard had been transferred to the new XXXX account.
I called back a second time to verify this information and was told the exact same thing pay the XXXX Statement not the XXXX Statement, so we paid the XXXX Statement full amount owed.
The next month arrived and both a XXXX and XXXX Statement came in the mail and the XXXX showed the amount paid and the XXXX showing the balance from the previous month ( which we had paid on the XXXX account as this was the amount which had been transferred ). I called Customer Service and they told me it was a mistake on their end and it would be resolved by the IT Department.
Letters then came in the mail stating that we had n't submitted our XXXX payment and we were behind on the payments.
I called Customer Service again and they were very apologetic, stating that an Executive Resolution representative would be in touch within 24 business hours to resolve the matter.
We never heard back from them and continued to pay the XXXX Statement in full. We have paid all statements in full- from the XXXX account, then ( when the XXXX account balance was transferred to the new XXXX account ) and continuing with the XXXX account.
The following month came with the same XXXX statements XXXX paid and and the XXXX continuing to show an amount owed of the original amount from XX/XX/XXXX. We called Customer Service again and this time their response was that the situation was clearly an error on their end, along with the fact that they had received many calls from clients frustrated with the switch over from XXXX to XXXX. We were told ( again ) that someone would get back to us within 24 hrs. Again, no one called ; over the next week the phone rang and showed the Credit Card Company on the line but as soon as we picked up the phone the line went dead, this same thing happened one other time.
We then paid the XXXX Statement again in full along with a letter to the Company explaining our frustration. The next month came around and the amount owed on the XXXX had been transferred over to the XXXX not once but twice-the amount was now doubled!!
We called Customer Service once again with a very vague response and them saying that it was a mistake. We paid the amount charged on the Credit Card that were valid along with another letter and highlighting mistakes on the statement with supportive documentation of payments made during the year that balance out charges on the Credit Card, proving that we had never been delinquent. We said that someone at the company should be able to do see the charges balanced with the payments, whether it be XXXX or XXXX. We never heard back from anyone at the company but received our Statements next month showing a XXXX Statement of XXXX, but a XXXX Statement of {$13000.00}.
We have not used the Credit Cards in over 2 months since we started to see a potential problem. I wrote once again after the recent statement and said we were not using the Credit Cards and we would n't use them again because of our frustration over this matter.
|
| 09/09/2018 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
In mid XX/XX/2018 I utilized USAA 's app in search of a Home Equity Line of Credit. The app provided information regarding that service, along with initial mortgages and refinancing services. Some of the information regarding the services were provided in the same areas. The Home Equity and refinancing services were positioned to accompany mortgages in a pre-approval process which asked questions the services. During the pre-approval process there were questions pertaining to each service that had to be answered in order to proceed. Although I was seeking Home Equity services, I had to answer questions relating to mortgage and refinancing. Upon submitting my application I was informed through the app that my credit report would be ran as a " hard pull '', meaning it would show on my credit history. After submitting my application I was informed that I needed to call USAA to provide more information. Upon doing so I was informed that USAA no longer offered Home Equity services and that I shouldn't have seen any information regarding it or apply for pre-approval for it. My credit report did reflect the " hard pull '' from the pre-approval process. I was informed by XXXX ( lender number XXXX ) that information remaining on the app regarding Home Equity services would be looked into and that she would pass my credit report being pulled along to get it reversed since it shouldn't have been offered. She also asked me to email screenshots of the services being offered on the app and the application process, which I was unable to do due to the apps security and being prompted for another " hard pull '' on my credit history. Upon receiving a Notice of Action Taken on XX/XX/2018 regarding an application for a " First Mortgage '' through USAA dated XX/XX/2018 I contacted USAA to inquire if the " hard pull '' still existed. I was eventually transferred back to XXXX who informed me that because I had consented to the " hard pull '' and filled out answers pertaining to a mortgage, the " hard pull '' would remain and that Home Equity services were not part of the pre-approval process. I reminded her that Home Equity services information was provided and their services offered to me at the time of my application, and that service was the one I was under the impression by the app that I was applying for regardless of the pre-approval process having questions for multiple services. I requested a supervisor after she refused to assist me in removing the " hard pull ''. She transferred me to XXXX ( XXXX ) in the Resolution Team who gave the same response as XXXX . Upon asking for a supervisor I was informed that no one there would be able to help me since I admitted to submitting the application, eliminating the possibility of fraudulent activity. I informed him that I felt the issue was fraudulent due to the fact that the app had offered Home Equity service information, positioned it as part of the multi-service pre-approval process and failed to even offer that service at that time. After 57 minutes and 48 seconds, including hold time and me asking for his supervisors name and voicemail, he finally took down a callback number and said he would pass it along to his supervisor to review. XXXX also stated that, due to this being a non-fraudulent issue, the " hard pull '' would stay per policy. I am still in the process of choosing a Home Equity vendor, but my ability to secure one is hindered by USAA 's " hard pull '' on my credit report for a service which they ceased to offer at before I submitted my pre-approval application.
|
| 06/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX, IA XXXX Re : COVID 19 Hardship Company Name : USAA Company Address : XXXX XXXX XXXX, XXXX XXXX, TX XXXX USAA Member Number : XXXX Dear CFPB : This complaint is regarding USAA and how they bankrupted us during the COVID pandemic. In order to understand our situation, we need to provide you with some background.
In XXXX I proposed to my girlfriend with the goal of getting married in XX/XX/XXXX. We withdrew money from our paychecks each month in order to save for our dream wedding. We found a beautiful wedding venue in XXXX XXXX, Wisconsin called XXXX XXXX XXXX XXXX XXXX. We happily signed a contract with XXXX XXXX and made payments according to the contract. Please see the enclosed executed wedding contract with The XXXX and corresponding credit card statements from USAA.
In XX/XX/XXXX, XXXX XXXX wedding venue asked us for a credit card for the initial deposit in order to secure our wedding date of XX/XX/XXXX. We happily complied and I provided my USAA Visa credit card for the deposit. As the months went on, I found it easier for the venue to continue debiting my USAA credit card on file instead of providing an entirely new payment method. After the venue charged my credit card per the deposit schedule, I then transferred the exact funds paid to the venue from my XXXX XXXX Wedding Savings account to my USAA credit card to offset the charge. This is confirmed if you review the enclosed USAA statements and XXXX XXXX Statements.
In XX/XX/XXXX the XXXX pandemic occurred and ruined the wedding we had planned for the last XXXX years. We had a family member die due to the XXXX and we decided to cancel our wedding scheduled for XX/XX/XXXX as a precaution. XXXX XXXX XXXX was awesome and agreed to a full refund. The only problem was that they had to refund the credit card on file ( USAA Visa credit card ). They could not send a check or wire funds back to our XXXX XXXX Wedding Savings account.
This prompted me to call USAA on XX/XX/XXXX to find out what my options were to get the funds returned to my wedding savings account. The representative escalated the call but was unable to assist. He advised its a company policy that they can not reverse payments and return to a customer. I explained the COVID pandemic and how this impacted our wedding plans but he insisted there was nothing he could do.
Requested Resolution from USAA : Since our wedding was canceled because of COVID and the venue refunded the {$16000.00} paid thus far to my USAA credit card, we are asking USAA to please refund the cash payments placed toward the credit card from the XXXX XXXX Savings account so we can use the money to put down on a house. We need this money for a down payment and USAA is holding it hostage. Im more than willing to keep paying the monthly interest on my credit card balance but PLEASE return the funds we need to purchase our first home. This outcome would financially benefit USAA so I dont understand why they can not help.
Ive been a USAA member for years. My grandmother served in the military as a nurse and thats how I learned of USAA. We saved these funds for years and now that the wedding is cancelled due to COVID, we cant get the money back into our account. This is all because I made the mistake of using my credit card instead of providing the bank account information to the venue. PLEASE help us, WE NEED THIS MONEY.
Sincerely, XXXX XXXX XXXX Email : XXXX Phone : XXXX Enclosures : USAA Credit Card Statements and The XXXX Wedding Contract
|
| 05/15/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
There are many on going issues with USAA SAVINGS in general. And so many unresolved even before the car loan issue from XXXX XXXX. What is the point in having car insurance and making payments if at the end of the day the things your covered for do n't get taken care of and the company can do whatever they want include going back and forth and telling you one thing and then something else the next. After the car accident, it was accessed that my co-policy holder XXXX XXXX would need XXXX XXXX replaced, there was a considerate amount of work loss, loss of property, and then the car itself. We were told by a mechanic that the car did not need be totaled the frame was not bent. Yet USAA totaled it and we were suppose to get help with another car from their AUTO CIRCLE PROGRAM. Well with all the mounting issues we had prior with USAA not coming through or doing misguided things bringing us a plague of dire issues we knew we could not take a chance and go hospital after wards even though there were some issues, Usaa likes to say yes, then surprise and pull out the rug and your stuck with all the things USAA suppose pay. From XXXX XXXX to XXXX XXXX tried to contact over all things suppose to be paid out, USAA does not return calls, we end up having to get a car 9 months later ourselves costing us an extra {$5000.00} more than we would of had to spend. And nothing on veneers causing health issues for XXXX XXXX. And nothing on rest of stuff owed even though we got a letter from CALI INSURANCE with letter from USAA stapled back saying all things USAA did owe. We got back to USAA and USAA one person said yes we owe you for car and XXXX and then a CEO said we dont owe you NOTHING. Then Usaa said oh hey WE WON {$2000.00} in arbitration for you against other insurance company go get the money, so we called, and XXXX said, I PAID USAA {$2000.00} a year ago. Then XXXX XXXX contacted USAA And they said oh we waiting to hear from XXXX XXXX XXXX, and we were like WHAT, WE HAVE PROOF the CEO SAID WE OWE YOU NOTHING AND THAT USAA REFUSED TO HELP US, so this was a slap in the face. And then DEPARTMENT OF BUSINESS AND INDUSTRY contacted USAA and USAA said WE TOLD THEM what to do to taken care of. Well if that were true I would not be writing this and would not had to contact other agencies for help. The wear and tear on XXXX XXXX mouth and gums from missing veneers not mention the appearance being in entertainment and such been hard on us both as well as the time consumed and lost over things that clearly USAA owes. Usaa reroutes calls, are rude, yell all the time so we are hyper nervous. They say they take care of something or look into it and months go by and no word. They drag their feet and go well over the allowed time an insurance company has to get back to you. They are smug arrogant and uncaring. They make you feel small even when your in the right. And they do what they can to avoid paying out what they are suppose to. In this case they made money on the car they totaled even though they paid balance of car off, they got that back from auctioning the totaled car. Then they won {$2000.00} at arbitration and they 15 years I was with them at about {$20000.00} paid in or more, so yes, and the deductible which was {$500.00} and we got {$100.00} back, so add it up {$20000.00} and {$2000.00} and {$500.00}. So yes they made XXXX off my money. money that was to insure me I be protected, but I was not and I lost a lot of time and the stress. Now XXXX XXXX looking to me for the money, and I am looking right back at USAA.
|
| 06/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XXXX/XXXX/XXXX two electronic transfers initiated from my business checking account both in the amount of {$100.00}, with XXXX XXXX XXXX into a joint checking account at USAA. Unfortunately the transfers were returned by XXXX XXXX XXXXXXXX in error ( there were ample funds in the account at the time of the transfer ). The error was acknowledged by XXXX on XXXX/XXXX/XXXX, and all fees charged in error were reversed that same day. As a result of the above, our five accounts at USAA were placed on a punitive restriction disabling our ability to transfer funds into any of our accounts, or deposit any checks without a lengthy hold. The next day ( XXXX/XXXX/XXXX ) I contacted USAA and explained to a representative that the error had not been mine, but XXXX I did not make a note of the reps name, but was informed that if I could provide evidence that the error was not mine, USAA would be able to lift the restrictions on our accounts. The rep talked me through how I could upload a document through USAAs website, which I did. The document clearly showed the sequence of events supporting XXXX errors. The rep informed me that the USAAs system might take 24 hours to process the document, but I should call back the next day to check if had been received. I called the next day, Thursday XXXX XXXX/XXXX/XXXX ) and was informed the document had not yet been processed, but most certainly would be by the next day. On Friday XXXX/XXXX/XXXX, I called again only to be informed that the document still had not been processed. At this time, I requested to speak with a more senior person who introduced herself as a supervisor by the name of XXXX. XXXX was unable to locate the document that was sent on XXXX/XXXX/XXXX and recommended re-sending it, which I did. She waited several minutes in hope of receiving the document, but still, USAAs system had not processed it. XXXX informed me that she was sending a message to the group that deals with these situations, asking somebody to contact me directly. I asked if I could be transferred to one of these decision makers directly, but apparently it is against USAAs policy. I sent the document again three times after that conversation just to be safe, but being a Friday, it would be Monday at the earliest we might hear from anyone. On XXXX/XXXX/XXXX I called again. After a lengthy hold on the telephone during which USAAs system cut me off, and after close to 45 mins on hold, I reached another person by the name of XXXX. XXXX informed me he was an executive resolution specialist, but sadly was not able to assist me. My wife took over the conversation with XXXX who suggested as the document upload system on USAAs website appeared to be experiencing difficulties, and perhaps we could send our document via facsimile. We no longer use facsimile, but my wife drove to the nearest office facility to deliver the fax to XXXX. XXXX informed my wife that he personally would be calling back the next day. No calls were received that day or the next. I called again on XXXX/XXXX/XXXX, once again asking for some status/clarification of the situation. The rep I spoke to that day took my information and informed me my details would be forwarded to a manager who would call me within 24-48 hours. Because the weekend was approaching, I was informed this might not happen until Monday XXXX XXXX/XXXX/XXXX ). As of XXXX XXXX on Thursday XXXX/XXXX/XXXX neither my wife nor I have received any communication from USAA regarding this matter. This hardship has caused us a great deal of XXXX and inconvenience.
|
| 09/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2022, 14 unintended purchases were made from a mobile game downloaded from the XXXX XXXX XXXX and installed on one of our phones. These 14 purchases amounted to a total of {$780.00}, which we would never, intentionally, spend on a mobile game. Our USAA Debit card is setup on the XXXX XXXX XXXX so we can pay for several subscriptions and any other services. Unfortunately, we did not configure the security features in XXXX XXXX XXXX to ask for authorization, typically a fingerprint or password, before any manual purchase is made, since the owner of the phone is an adult. The family member who unintendingly made the purchases, fell asleep with the mobile game running, and part of her arm was touching the screen, which touched the coin package purchase button within the game, which is readily accessible, several times, and since there were now purchase authorization prompts, they went right through. I only noticed once I started receiving notifications on my phone about all the transaction taking place in succession. When I went to ask my family member about it, I noticed she was asleep and what was happening with her phone and mobile game.
Immediately on that same day, we reached out to XXXX to try and have the transactions cancelled and refunded. We submitted the information they asked for on their XXXX XXXX refunds website while we chatted with a XXXX representative online. I also sent an email to the developer of the mobile game ( XXXX XXXX ), and they told us they can't process refunds and that we would have to do it through XXXX. The same day, XX/XX/2022, we called USAA and explained how these unintentional purchases happened, and they opened a dispute case. A day later, USAA refunded all the 14 purchases, which amounted to {$780.00}.
Fast forward to XX/XX/2022, we noticed a charge from USAA that was not expected by us. I saw that this charge was a dispute credit reversal, which was for one of the unintentional purchases made back on XX/XX/2022. I called USAA 's customer support number and asked about the unannounced {$99.00} charge they made. When I asked more details about the charge and dispute, I was told that they found no errors in the transactions mentioned in the dispute and therefor, the amount they had refunded to us was going to be removed from my account within a week, which is XX/XX/2022. We asked for the dispute to be reviewed and that we did not agree with the final decision. I also explained what happened again and made sure they added the notes to the dispute in case it was not clear.
No matter how much I tried and explained what happened, they said that they will still remove {$780.00} from my account. It didn't matter that the final decision is being reviewed, they will still take the money out of our account. I asked if there was anybody in USAA, a manager, director, anybody I could talk to, but I was told there wasn't anybody and that the person reviewing the dispute doesn't take direct calls. I was told a decision on the review will be communicated to us between 5-10 days.
Interestingly, right after talking to USAA, we talked to a XXXX representative today, XX/XX/2022, and explained what had transpired with USAA. XXXX told us that they see all the 14 transactions as cancelled and that USAA shouldn't have processed any charges to our account. The XXXX representative created a case and set it as high priority so they can investigate and hopefully have an update before XX/XX/2022, which is when USAA is planning to take the money out of our account.
|
| 11/22/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
STATUS Feedback provided on XX/XX/2019 Your feedback Ive submitted this new complaint and had one that was closed but is not correct so Ive submitted this new one : : The companys initial response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT No ADDITIONAL COMMENTS The companys response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS Usaa said they would pull all phone calls to show that I never asked for an extension in XXXX ; I called to inquire on how they worked and said I needed for XXXX ; the supervisor got on the phone trying to fix the representatives mistake of making an extension request incorrectly even though I never asked for one for XXXX. He could not at the time of the error but said he would reverse the Usaa reps mistake and would put it In for the requested month of XXXX! This all happened at the time of the mistake so if u pull every phone call u will hear this and Usaa can take responsibility for their error!
|
| 12/29/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
I applied for a data entry wfh position and the company XXXX XXXX contacted me bank for an interview. We went through the interview process, and within 30 minutes I received a notice saying I was a great fit for the job. I was then transferred to my " training manger '' who was going to help me finish the application process where they sent me employment documents to fill out, Including SSN and a front and back picture of my license. On XX/XX/XXXX I had a task to deposit the check that was sent to my house that they had me track, so I can send the money to the equipment vendor with the company. The check was deposited at around XXXX, and shortly after the check was deposited we started working on wiring the money through XXXX which is on my mobile bank app. We tried several transactions and all failed but one. We ended up canceling that transaction and trying XXXX. It is not well past XXXX I am setting up my XXXX account and after a couple of attempts all funds were failed again. So we go back to the mobile app and wire transfer through the bank to the equipment vendor, trainer has rewarded me my " sign on bonus " of {$200.00} telling me to take the fee out of the bonus to wire the funds. Shortly after the full amount of XXXX was successfully wired to chase bank. Around XXXX the wire was initiated. I contacted the bank the next day in concern because my trainer wanted to deposit another check over XXXX for extra equipment, once I contacted my bank XX/XX/XXXX, Thursday Morning no representative was helpful other than letting me know that I potentially loss my money and would be responsible for the full amount. I spoke with a couple of different representative all giving the same response but one, she helped me a little by telling me to find somewhere to protect the funds I did have and further process on protecting myself. On XX/XX/XXXX I called USAA again for any answers regarding if they were able to stop the charges or if the check was cleared, etc. The representative I was transferred to noted that no one has attached themselves to my file yet and also gave me the rundown that they will start to investigate and I am fully responsible of the funds. The next day my account is still under a XXXX hold and it is now XXXX so I had to wait until everything opened up again. I contacted the police department Sunday the XXXX, where an officer comes to my house to take my police report. After explaining to him everything that is going on he proceeds to tell me its nothing he can do either because no crime has been done and there is nothing to report. So I continue to find websites like these so I can share my testimony because I do believe it is not fully 100 % my fault, my family has been with USAA for many years and the second they detect suspicious activity with account they automatically notify the cardholder, within SECONDS!! Also, I was the one who notified the bank of the fraudulent charges due to researching and my intuition the next day! This check was XXXX, and no one tried to cancel my charges when I called, they just kept telling me I was going to have to pay. No protection from my bank, no help from the representatives, just protocol verses that sound repetitive. Now my account is red and in the negative of more that XXXX and no one seems like they can help. I really want to file a police report because this individual has all of my identification, but like previously stated before the police sees no crime. Please help I have run out of options and I don't know what to do.
|
| 11/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XXXX, two fraudulent debit transactions each for {$300.00} were made using my ATM card from our checking account. After receiving a text message fraud alert from USAA about these transactions, I immediately contacted USAA to indicate these were fraudulent transactions. My ATM card had been in my possession the entire time and I had never provided my ATM card or PIN to anyone else to use. I was on conference calls working from home at the time these two withdrawals were made from a XXXX XXXX ATM in XXXX, MD, an ATM which we have never used.
After conducting an internal " investigation '', USAA erroneously concluded these transactions were not fraudulent and they sent me letters on XX/XX/XXXX and XX/XX/XXXX indicating they concluded the charges were authorized. I called USAA on or about XX/XX/XXXX, to dispute this conclusion and I asked them to re-review the case.
On XX/XX/XXXX, after re-reviewing the case USAA issued another letter stating No new information. As a result, youll remain responsible for payment of this transaction and any associated fees. Decision stands. On XX/XX/XXXX, I called USAA to request the information or documents they reviewed in making this decision. I was told I would receive information within 5 business days. I never received any such information.
I called USAA again on XX/XX/XXXX, to dispute the treatment of this transactions and to indicate I had not received any information. The agent on the telephone verbally told me that USAA was denying the fraudulent claim because our checking account had a {$300.00} withdrawal made on XX/XX/XXXX, and a {$300.00} withdrawal on XX/XX/XXXX. These withdrawals were legitimate withdrawals and they were made using my husbands debit card, not my debit card which was the compromised debit card. Also, these two transactions were made at two separate ATMs, one of which we frequent on a regular basis for ATM withdrawals, and they were made 2 days apart not immediately after one another. In short, they are separate and completely unrelated to the fraudulent charges, something we explained to the agent on the telephone. I asked USAA to request the video footage at the ATM where the fraudulent transactions were made as this would clearly show the person making the withdrawals was not me. I never received a response from USAA on this request.
On XX/XX/XXXX, I received another letter from USAA indicating the transactions were not fraudulent and that no new information was provided. I do not understand what information we are to provide ; these were not our transactions, I do not have any information about them. I can provide work e-mails and call history to support my statement about being at home working while these fraudulent transactions were completed but I have never been contacted by USAA to request this information nor has USAA been forthcoming with the information they utilized to make their conclusion. We do not understand how USAA is able to reach this conclusion and they have been unable and unwilling to provide us with any further explanation.
We are extremely disappointed with how we have been treated by USAA. We do not understand why they believed the two fraudulent ATM withdrawals were legitimate transactions and would like for USAA to uphold its policy of not holding its members responsible for fraudulent transactions. We request a credit to our account for the {$600.00} fraudulently withdrawn. We will be moving our banking relationship if this situation is not resolved to our satisfaction.
|
| 11/15/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I have been using USAA auto insurance for over 15 years. On XX/XX/XXXX, in the late evening, I received an email alert from XXXX XXXX informing me your card was declined : its expired further stating, Hi there, A recent purchase was declined because you or someone on your account used an expired card. Its time to use your new card and shred or return that old plastic. Then you can retry your purchase, if needed.
To be clear, the card referenced above expired in XX/XX/XXXX, and I shredded that card immediately after receiving one replacement card that does not expire anytime soon. I do not have any additional users, duplicate cards, or lost/stolen cards. I am aware of skimming/cloning credit cards so I immediately called XXXX XXXX and was informed that I should instead contact my insurance company ( USAA XXXX since someone from there attempted to use an expired card. XXXX XXXX stated, their system showed, someone from USAA tried to utilize it but the PIN was flagged.
It was after hours, therefore on XX/XX/XXXX, I called USAA, as well as checked my online account. I discovered the card on file for monthly insurance automatic payments was indeed the expired XXXX XX/XX/XXXX XXXX credit card. I have XXXX XXXX looking into how USAA for the at least 8 months has requested and cleared payment.
My issue and concerns with USAA are that, an attempt to submit a second charge for the same service that posted approximately one week earlier. I want to know why USAA attempted to submit a new charge, as well as, why did someone attempt to do so using an expired card? This charge is suspect to me because even though USAA was wrong for resubmitting a second charge for the same service, it is concerning because to my knowledge, never before has a previous card been double charged.
The disconnect Im having while trying to understand and eliminate a fraud attempt ( as I expect someone to point out the expired card was used because it was the card on file ) ; and to that, I would like them to explain, why then was the expired card not attempted to be charged since XX/XX/XXXX? Month after month USAA got it right in correctly charging my credit card, despite what was on file, including days prior of this incident. Therefore, I would like to know where within USAA did the second charge stem from, for what reason, and finally why was the charge {$1.00} versus an actual amount of what was supposedly due? This is why I perceive the charge as a fraud attempt.
I was assured by a USAA representative that USAA did not participate in an un-named program with XXXX XXXX that automatically updated expired credit cards on auto pay ; and USAA did not subsequently end such agreement conveniently days after my last payment posted. Even if a program existed, why did USAA not automatically update it in my profile as described? Having access to current info, again, why would USAA run the out of date information? These questions are relevant as XXXX XXXX stated they have a program with some companies that does this and suggested USAA may be one, however, that policy only applies to lost/stolen cards which my card is neither.
USAA rep stated they do not require security codes for reoccurring charges, only card number and expiration date, so in all fairness, the charges should have been declined in XXXX or until I updated the expiration date in their system. I suspect USAA fraud in some form as the charge declined was {$1.00}, and that could easily be 'a test ' to see if the card is still working. Thank you.
|
| 03/23/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX CC : XXXX and XXXX I am not disputing the validity of this account number XXXX or asking you to perform any verification but rather requesting you to correct the way this account is reporting to XXXX and XXXX XXXX Please note, this account is reporting accurately on XXXX. The Current STATUS is still reporting a delinquency current STATUS. This reporting is inaccurate as the current STATUS should reflect that this account has been PAID. Please see the Status on the attachment 1. Per the Credit Reporting Resources Guide, current STATUS is clearly defined as a snapshot of the account status as the last reporting and does not reflect any prior historical status. A delinquent account will show its current delinquency as the current STATUS. However, when Paid or Settled, the current STATUS is bumped to PAID ( or paid/settled for less ). It is no longer a delinquency STATUS. The current STATUS of 30-59 Days Past Due is not reporting correctly. Please see the Status on the attachment 1a ) Current STATUS should and must be updated to PAID or Settled to reflect the current STATUS. If an account shows a delinquency STATUS, such as a monthly delinquency STATUS or a STATUS 30-59 Days Past Due, is then PAID the current STATUS is then UPDATED to PAID ( or paid/settled for less ) and is no longer once of any delinquency but rather now shows PAID. The prior delinquency is then shifted to ACCOUNT HISTORY WITH STATUS CODES. Please see Account History with Status codes.
2. FCRA 623 ( a ) ( 2 ) requires creditors to promptly update their reporting to show a new current STATUS of PAID ( or paid/settled for less ). 2a ) CLOSED STATUS is not sufficient to inform XXXX that this account is no longer delinquent as delinquencies can continue to accrue and be reported on closed accounts. 2b ) Updating the account under ADDITIONAL INFORMATION ; Account Transferred or sold is not sufficient to inform XXXX that this account is Paid and Closed under Current STATUS. 2b
) Please update the Current STATUS to PAID as this account is reporting a current STATUS of 30-59 Days Past Due and this reporting in an inaccurate current STATUS.
2c ) To purposely and willfully report inaccurate accounting is a violation of the law. 2d ) Correcting the inaccurate reporting of the STATUS is an easily correctible matter. 2e
) This inaccurate reporting is causing me harm and is causing mortgage lenders to view the account as if the current STATUS is 30-59 Days Past Due and has caused my mortgage scores on both XXXX and XXXX to be significantly lower than XXXX because the current STATUS do not reflect the accurate reporting of PAID or Pays As Agreed.
To continue to report the current STATUS as 30-59 Days Past Due informs other lenders reviewing my Credit Report that the account is currently delinquent and past due 30 days. Thus, this is significant! In addition, having a current STATUS of 30 days past due on a closed account that has being paid in full is holding my mortgage scores significantly down on XXXX and XXXX Please review titled Credit Reporting Resources Guide in which current STATUS is clearly defined as a snapshot of the account status as the last reporting and does not reflect any prior, historical status. You have a statutory requirement to FCRA 623 ( a ) reporting to update any prior reporting so as to maintain its accuracy and your current STATUS is no longer accurate. Please note, this account is reporting accurately on XXXX
|
| 08/11/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
|
|
Web |
Servicemember |
|
On XXXX XXXX 2016, my wife requested a copy of our transactions conducted against our checking and savings accounts, in an attempt to try to figure out what sort of funds availability we had, by telephone. The representative she spoke with was helpful ; however, no mention of any fees that were to be charged for this service was ever made. In addition, while most consumers only request a few pages, resulting in {$20.00} - {$30.00}, or perhaps even a {$100.00} in charges, this request resulted in over XXXX pages being printed out, going back at least a year!
The total charges for this were as follows : Joint checking account : {$850.00} Joint savings account : {$520.00} Joint savings account : {$130.00} Daughter 's checking account : {$580.00} Total : {$2000.00} That is a TOTAL of over {$2000.00} for simple copying, printing, and shipping, with NONE of these charges ever being explained to my wife! In fact, when I called to complain, the manager of the bank refused to even consider refunding even part of these fees because they were " in the depositors ' agreement '' - a document that I last looked at sometime early this year!
This amount, is not only excessive, and exorbitant, I consider it to be literally, " highway robbery '', where the consumer is not told what fees are actually going to be charged at the time!
When I called to complain about these insane charges against our accounts, I was pushed to a " manager '' who refused to even discuss the accounts in question, refused to offer any sort of recourse or recompense, and actually was somewhat rude towards me.
This manager stated that " it 's in the depositors ' agreement '' and acted as if we should have known that these amounts were going to be charged, even though not one depositor probably looks at these documents except when they are mailed out by the bank, and even then, more than likely, 95 % of depositors probably only give it a brief once over!
Additionally, she stated that USAA, and its representatives are under absolutely no obligation to disclose fees to consumers since they are " explained in the depositors ' agreement ''.
While this might be ok for fees of under {$200.00} or {$300.00}, anything above that amount, should automatically require disclosure to the consumer, especially if these fees are going to cause an account to go into a negative balance!
With regards to accounts being charged so much that they go negative : our daughter 's checking account, was charged so much in fees, that it actually did result in negative balance, which will probably result in additional fees, and none of this was explained to my wife!
While both my wife and I have access to that account, that account belongs to our daughter, who was not privy to the charges that were being levied against her account, and this in and of itself, constitutes an illegal account access by USAA to that account to charge fees that were not theirs to charge.
When the representative on the phone does not even discuss these charges and ensure that the customer making the request is aware of these charges, or the TOTAL amount of them, charging the consumer, who has been a member, for at least the last 15 years, and to drain their accounts of almost {$2100.00} is outright theft!
These charges are completely out of line with the high quality of service I expected from USAA, and the fact that the manager was rude, and refused to even discuss what she might be able to do with regards to these charges does not speak well for USAA.
|
| 09/29/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX there were some unauthorized XXXX transactions that posted to my account, one in the amount of {$900.00} and then another in the amount of {$100.00}. There was also a transfer done on my account from my savings account to my checking account in the amount of {$650.00}. I called USAA on the same night that the transactions occurred as soon as I noticed them. I informed the representative that these were not my XXXX transactions, and that I also did not transfer money from my savings account to my checking account. I also inquired about another XXXX transaction that I would be receiving in the amount of {$800.00} as I did not want those funds to also be taken out of my account. The representative informed me that it would take XXXX business days for that to post because of the amount. Me and my husband were on the phone with the representative at the same time. My husband inquired about us closing the account, as we did not want anything else to go through our account. We were informed that we would need to wait at least 24 hours before there were any transactions in order to close the account.
I called USAA back on XX/XX/XXXX as I saw the {$800.00} XXXX pending but not showing in my balance, I called to as the funds were not showing available. I was informed by another representative that they would not be available until for 2 more business days. However, on XX/XX/XXXX another {$600.00} was XXXX out of my account. I called USAA again, at which time now my account was frozen to any transactions. I had to talk to another department, which had to help my reset my password on my laptop as when I tried to log on it seemed that my password had been changed. I was now out of {$1600.00} that had been fraudulently XXXX out of my account.
After waiting to hear back some days from USAA I called to check the status of my investigation, at which time I was told that my funds would not be reimbursed. I still do not understand why when I called the moment, I noticed these transactions were done, and called USAA immediately. Had the first representative froze my account to any further transactions, I would only be complaining about {$1000.00} instead of {$1600.00}. I have talked to several representatives, and these were not me and my husband transactions. We do not have {$1600.00} that we can just say " oh, well, they not going to reimburse us ''. As an XXXX XXXX this is disheartening to know that USAA will not protect me against fraudulent activity. We were told that the fraud department could not find anything that indicated fraud, because it looked like the transactions were done from a device that had accessed the account before and my login looked to be the same. We live in a day and time where there are more computer hackers than anything, and an IP address can easily be hacked. I'm not sure if or how my laptop, or cell phone would have been hacked but I do know that it is possible and that I did not do these transactions.
I have now also filed a police report and will be contacting my local Commonwealth Attorney to see what other recourse I have. I will be also contacting the legal department for XXXX affairs to see what legal recourse the XXXX affairs may be able to assist me with. I did contact my local legal aid who sent a letter to USAA on my behalf, however they never responded. These were not my transactions, and I do not have {$1600.00} to just allow someone to fraudulently take out of my account. I would like USAA to refund my money of my {$1600.00}.
|
| 04/16/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
The first questions were not answered properly because I was never informed what exactly was open at this bank using my social security number. I am a victim of identity theft which I realized on XX/XX/XXXX.
When I pulled my credit reports to investigate them I noticed USAA, a Federal bank at that, had ran a credit check using my social security number not once, not twice, but THREE TIMES!! ( XXXX ) I called USAA on XXXX and was informed their computers were down by a XXXX and I was to call back later. I called in the afternoon and spoke to an XXXX who ran my personal information to see if it was being used at USAA.
I have no accounts with this bank because I AM NOT military, therefore they are incompetent for even allowing someone else to use my social security number. They also ran my credit report, as I stated, three times and I would like to know or comprehend how a company runs my social without my name or address matching the information the fraudster used. Why didnt anyone ask why this name and address in PA was coming up for the social????
INCOMPETENCE!!!!
XXXX stated my social was being used but would not tell me how or what on. She stated she would mark the account " suspicious '' and someone from a XXXX area code would be calling me back to talk about this. She also gave me an address to send a copy of my drivers license and a request asking USAA to close the account. On XX/XX/XXXX21 I sent USAA a copy of my drivers license with a copy of my identity theft report and asked them to close this account.
On XX/XX/XXXX21 I spoke to a XXXX from USAA. He stated that XXXX was wrong and I did not have to send my drivers license that he would send me a paper to fill out for me to request the documents I wanted USAA to provide me with. XXXX stated it would be no problem for me to have these docs but be very precise on what I was asking for. He stated the account would be closed and the inquiries removed from my credit report within 30 days.
I received the paper XXXX spoke of on XX/XX/XXXX and I immediately filled it out and returned it to them. I also sent a copy of my identity theft report. On this paper I stated I would like USAA to send me the following information pertaining to ANY AND ALL accounts opened using ANY of my information : All documents related to the opening of all accounts including ; when the accounts were opened, any credits/debits against the accounts, copy of all bill of ladings, copy of all applications, all info used including demographics.
On XX/XX/XXXX I receive two letters from USAA. One was a blank copy of the form I HAD ALREADY FILLED OUT AND SENT THEM, and the other was a letter stating and I quote, " a business may dispose of certain records regularly in compliance with internal record retention policies. Records that you have requested may or may not be available to you or the authorized law enforcement at this time because of these policies. '' They go on to say my request is incomplete and submit it again. So you mean to tell me a company disposes of their paperwork/records within 6 months??? I find that very hard to believe.
I have had enough!!! I am the victim in this situation and I should not even had have to type this mess all out for ANYONE!!!
This company was incompetent to run my credit three times and then allow someone to use it, A NON MILITARY SOCIAL!!!! I WILL NOT send them anymore information.
This is the same company that was charged by the XXXX in XXXX of 2019 for incompetence and YET HERE I AM!!!!
|
| 10/14/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
XX/XX/XXXX : I sold my house and called USAA to make sure I would be able to cash a check via the mobile app.
XX/XX/XXXX : I called USAA to have my mobile deposit limit increased for the day and deposited the check for {$74000.00} from the title company I sold my house through ( XXXX XXXX XXXX XXXX, XXXX ). At this time, {$25000.00} from the check was made available to me and the rest was on hold pending clearance.
XX/XX/XXXX : The funds from the check cleared XXXX 's account at XXXX XXXX XXXX and the entire amount was transferred to USAA.
XX/XX/XXXX : I received a notice stating " A deposit was made on XX/XX/XXXX to account ending in XXXX. A hold of {$49000.00} was placed on the deposit, but those funds are now available. '' XX/XX/XXXX or XX/XX/XXXX : I transferred {$65000.00} to my USAA savings account for safe keeping.
XX/XX/XXXX : I was locked out of my account via the mobile app and website. I called USAA and spoke with XXXX. He told me the fraud department placed a 3 day hold on my account, but my cards would still work because the money was still in my account.
XX/XX/XXXX : My cards were being declined when I tried to make purchases, so I called USAA again and spoke with XXXX. She told me the cards won't work because of the 3 day hold which she confirmed was placed by the fraud department and said it was because the funds were pending return per the request of XXXX XXXX XXXX.
XX/XX/XXXX : I spoke with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, they told me the funds cleared their bank on XX/XX/XXXX and they have never requested the money back.
I then called USAA to let them know the funds were all at USAA and the other establishment did NOT request the money back. XXXX at USAA then told me it was a 30 day hold placed by the fraud department, not 3. She then transferred me to XXXX and XXXX, both of whom told me they could not get the hold lifted.
XX/XX/XXXX : I called the fraud department at USAA, they told me they never placed a flag or hold of any sort on my account and that I needed to speak again with the banking department.
This time I spoke with " XXXX XXXX '' in the banking department who requested for the check cashing department to look into this in hopes of clearing it up and lifting the XXXX hold sooner. XXXX XXXX told me he would follow up with me once he heard back, he never called me.
XX/XX/XXXX : I received a notice from USAA that my auto insurance is due soon.
XX/XX/XXXX : I was locked out of my USAA app again with a notice saying to call them to get it unlocked. XXXX reiterated that it is a 30 day hold and said the bank can place any hold on any money at any time if they want to. XXXX also said there was a note that I was not informed of the situation XXXX XXXX said he would fill me in on.
USAA is stating that they will release the hold on my account on XX/XX/XXXX, AFTER my rent, electric bill, cell phone bill, health insurance bill and USAA XXXX XXXX bills are all due. They have said that even after that they will make no promise to make my funds available to me because they might send it back to XXXX XXXX XXXX XXXX Bank XXXX
This money is mine, USAA has it, the other bank has not requested it, the fraud department did not put a hold on it, and I still have received NO correspondence from them explaining any of this aside from ME calling THEM. A 41 day hold ( with the exception of XXXX ) with NO promise to allow me access after that is unacceptable! A 41 day hold with no clear reason why is also unacceptable!
|
| 01/12/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
To whom it may concern, I, XXXX, have submitted a credit card dispute with XXXX XXXX XXXX XXXX for the amount of {$210.00} dated XX/XX/2023. I have since tried to submit my evidence and was never initially contacted by anyone nor did I receive any mail for my evidence. I have multiple videos and am unable to submit them under the documents submit form for USAA because it will not allow videos. I have spoken to multiple people with USAA about this credit card dispute and told to write this letter of my events.
In the early morning hours of XX/XX/2023, my two young sons and I checked into XXXX XXXX after traveling to XXXX from XXXX We initially entered our room where the odor almost knocked me down, there were stains throughout the Hotel room and hair everywhere from previous guests. I should have immediately checked out and taken my sons somewhere else but they were exhausted and needed to sleep. We were only there for maybe a couple of hours before I went to the bathroom and thats where I first noticed a bug that looked to be a roach crawling on the walls. I then left the bathroom and went in to the main living area where I then noted another much larger bug crawling on the furniture. I immediately packed our bags and we left. We went to the front desk where an employee was. I made here aware of the situation and was met with an attitude and told the Hotel knew about the problem of roaches. I asked for a refund as I was disgusted and not staying there another minute in that room. She told me I could get a refund but that I would have to wait until the manager arrived which would be about half an hour. I wanted to wait in the lobby to make sure the manager was going to refund my money. While waiting, I was met by another employee with an even nastier attitude than the first and she was trying to make me leave. I explained that I just wanted my money back and would gladly leave. After approximately 45 minutes or so, the manager appeared with the cops. She was belligerent and hostile and would not let me even speak. She spoke to me this way in front of my children, and it was shameful. I caught all of this on video. She agreed to give me my money back but refused to even give me any kind of receipt. It has been two months now and I have yet to receive a refund and have been trying to dispute this with USAA with no help. Please allow this letter to serve as my evidence or allow some way to submit the video that I have of the manager stating she would be refunding me my {$210.00}.
I have done business with USAA for years and have never really had to ask for help until recently. I am a loyal member and would please ask that someone help me in this matter. I feel I have been wronged and at no fault of mine. To be treated with such disrespect and in front of my sons and to still not have this resolved and keep going through this is too much. Please let me know if there is anything else I can do. Thank you!
This was sent to my credit card company, USAA, after several phone calls, several attempts to have someone reach out to me and help me submit my video evidence. I feel that USAA has not helped me at all resolve this matter and it is shameful after all the business I have given them and never had to dispute a charge like this. I have also filed a complaint with the XXXX against XXXX XXXX. They have yet to give my my money back. I feel that USAA has not helped me at all as a credit card company resolve this matter. I am begging for help on this! Thank you!
|
| 09/10/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
XXXX garnished my account and stated that if I did not pay {$2900.00}, they would keep my account locked. The amount previously stated was more than half of my account. I agreed to pay so that my account could be released and I could use the remainder of my money to buy food and other required things for my children and household.
When they garnished my wages, I was unable to pay my rent and bills. My landlord contacted my Commander at my work. Now, I am facing disciplinary actions at my job and possible eviction, as I have been late on my rent before due to financial issues.
I was attempting to pay off my debt with XXXX XXXX previously and agreed on a settlement of {$3600.00}. I paid {$1800.00} in XXXX and because of financial hardships was unable to pay the rest. My intentions were to continue paying off my debt once my situation improved. I was going to begin making payments again in XXXX as things were looking better financially.
XXXX contacted the finance department to have my wages garnished and sent paper work to my commander about my debt. This caused me undue embarrassment and interfered with my work. They harassed me at work.
When I attempted to gain access to my USAA account on XXXX XXXX 2015, it was locked due to a garnishment placed there XXXX. There was a note on my account stating that I should call an Attorney, XXXX XXXX XXXX XXXX XXXX. I contacted him and he stated that he can not release my account until I call the creditor, XXXX and come to some agreement with them about making payments.
I called XXXX XXXX XXXX XXXX ) and she told me that I violated the original agreement by not continuing the payment so now I would have to pay half of the original debt ( {$5800.00} ). I told her that I could not afford to do that because I would n't be able to pay my rent and other expenses. She stated that if I did not pay the {$2900.00}, they would continue to hold my account and I would n't have access to it.
I felt like I had no other choice. I needed groceries for my household and I had to pay child care and other acute expenses so under duress, I reluctantly agreed to sign a garnishment disposition authorizing the bank to release the money.
After paying XXXX the money, my account was released. I did not have enough money after that to pay for all my required living expenses. I could not afford my rent or bills. I used the remainder of the money in my account to purchase needed food, pay for child care and other immediate necessities. Because I did not pay my rent, the landlord went to my Commander and filed a complaint against me for not paying my rent. I have to face possible disciplinary actions at this time and I am under extreme pressures from everyone, due to the domino effect of this garnishment.
I am requesting an investigation into this situation as I do not understand how the Soldiers and Sailors act did not protect me and how a lawyer, working for USAA " assisted '' my creditor in getting money from my account by providing them with information about my account and making it easy for them to extort money from me.
I am XXXX undergoing immense stress due to this situation. I intend to settle all of my debts. I am a divorced mother of XXXX XXXX XXXX ) and had been experiencing back-to-back financial crisis and this situation set me back even further. I would like to know what my options are in this situation. I believe that the USAA lawyer and the XXXX XXXX representative were both wrong in how my case was handled.
|
| 01/18/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I submitted a dispute to my bank ( USAA ) and spoke to them in regards to transactions that occurred on XX/XX/XXXX and XX/XX/XXXX. I acknowledged that I did authorize transactions that were made in XXXX but also informed them that the purchased money orders from XXXX were lost and stolen and asked my bank if there was a way they can stop payment or assist me in getting a refund for the money orders since XXXX did not assist me in trying to recoup the {$4000.00} that was purchased at XXXX.
USAA did give me a temporary credit of {$4000.00} but since I did acknowledge that the transactions were made by me they reversed the temporary credit. On XX/XX/XXXX I received an email from my bank stating that they would be taking the temporary credit on XX/XX/XXXX. I informed USAA that I agreed with their decision to take back the temporary credit because USAA should have not been responsible for trying to get the stolen money orders back for me. I informed them that getting my refund should be XXXX responsibility and that my bank has done everything that they can as a financial institution.
On XX/XX/XXXX my bank took the temporary credit of {$4000.00} back from my bank account. After the temporary credit was taken back I thought that the issue was closed and USAA was no longer involved in my attempt to get my refund my from XXXX. On XX/XX/XXXX I received a confusing email from USAA stating that after conducting their investigation they decided to rule in my favor and that my temporary credit was going to be made permanent. This email was very confusing to me because I thought that this matter was closed since USAA took the temporary credit back from my account on XX/XX/XXXX.
After receiving this email I called USAA to verify if this information that I received in the email was correct. I spoke to somebody on XX/XX/XXXX and asked them when the temporary credit would be made available to me. The USAA representative I spoke told me that the temporary credit was already there and was made permanent. This was very confusing to me because I did not receive the credit at all. The representative then informed me that USAA gave me a total of {$8000.00} and took {$4000.00} back in XX/XX/XXXX. This information given to me was completely false because I never saw a total of {$8000.00} given to me as a temporary credit. I asked the representative why would the bank give me credit twice for a dispute and she informed me that it was a " glitch in the system. '' I told her that I never saw the {$4000.00} credited to me and that I did see them deduct {$4000.00} on XX/XX/XXXX but never saw an extra {$4000.00} in my bank account.
I checked my bank account on XX/XX/XXXX I saw that adjustments were made to my bank transactions to make it appear that I was credited {$8000.00} even though I never saw that transaction until XX/XX/XXXX. On XX/XX/XXXX I received an email from USAA stating that they investigated my dispute/fraud claim and stated that they were reversing the temporary credit given to me. This email was confusing to me because I thought USAA 's investigation was completed on XX/XX/XXXX. On XX/XX/XXXX USAA deducted a total of {$2000.00} from my bank account causing my account to go into the negative of {$1600.00}.
This is very suspicious to me because the transactions that were made at XXXX occurred on XX/XX/XXXX and not on XX/XX/XXXX. Attached are the receipt from XXXX that shows the actual transaction date. The emails from USAA are also attached.
|
| 03/25/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
We purchased our current home while in the process of selling our previous home. Because our closing on our new home was prior to our closing on the old home, our down payment was only 8 %. XXXX months after closing on our new home, we closed on our old home and proceeded to pay an additional {$90000.00} on our new home. Our LTV became approximately 67 % of the loan value and less than that based on the appraised value. I thought that PMI would " roll off '' as we were well under the 80 % threshold. To be sure, I called our lender, USAA, and requested removal. Over XXXX days past the date of the request and when I was told it would be reviewed but " should not be a problem given the LTV '', I received a letter stating that a new appraisal was needed and that I should complete an application and send a check. However, no application or appraisal cost data was supplied. Further, the current appraisal, which was performed for closing, was less than XXXX months old and USAA 's own home value monitoring service placed my home value at {$30000.00} above appraisal. I called USAA and they insisted that the home value had declined in my area significantly and that they needed a new appraisal - despite results of the " service '' they are providing me for home value monitoring. They then stated that XXXX was an investor in my loan and was requiring it independent of USAA. They then stated that USAA was requiring it because it was standard procedure when a loan is " seasoned '' less than XXXX years. I specifically discussed with my loan processor our situation of having the XXXX homes at once and discussed with her prepayment penalties, PMI, etc. and her assurances all along were - that will be no problem.
In my response emails, I referred USAA to the federal reserve guidance for the removal of PMI, which states that : '' A borrower may initiate cancellation of PMI coverage by submitting a written request to the servicer. The servicer must take action to cancel PMI when the cancellation date occurs, which is when the principal balance of the loan reaches ( based on actual payments ) or is first scheduled to reach 80 percent of the " original value, '' XXXX irrespective of the outstanding balance, based upon the initial amortization schedule ( in the case of a fixed rate loan ) or amortization schedule then in effect ( in the case of an adjustable rate loan ... '' Original value is also defined in the guidance as " '' Original value '' is defined as the lesser of the sales price of the secured property as reflected in the purchase contract or, the appraised value at the time of loan consummation. In the case of a refinancing, the term means the appraised value relied upon by the lender to approve the refinance transaction.
This guidance clearly states that " [ t ] he servicer '', which would be USAA, must take action to cancel PMI when the cancellation date occurs, which is when the principal balance of the loan reaches ( based on actual payments ) ... 80 percent of the " original value. '' The definition of original value ties directly to the loan amount or the appraisal conducted at loan consummation and does not appear to require a new appraisal to " confirm '' those.
USAA, however, remains steadfast in their assertion that I must pay approximately {$370.00} - {$400.00} for a new appraisal despite how current the most recent appraisal is and the guidance provided above. I believe that this is a violation of my rights and federal reserve requirements.
|
| 07/08/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
On XX/XX/XXXX I had a credit report pulled by XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX FL XXXX. XXXX. An account that we have been trying to get straight with USAA and the credit bureaus since last XX/XX/XXXX, with numerous attempts including a prior CFPB complaint, is still showing negative information, including late payments, even though this account was discharged in CH XXXX bankruptcy in XXXX of XXXX. Credit accounts that are discharged and released in bankruptcy are not supposed to show any past due payments or negative information. I previously complained about this with CFPB and the company responded that it was fixed, but apparently it is not. Here is the prior complaint # from XX/XX/XXXX : XXXX about USAA FEDERAL SAVINGS BANK. My previous complaint was against XXXX as much as USAA as I think USAA has properly notified XXXX, but I think XXXX is refusing to fix it or it is due to Equifax incompetence. XXXX still shows this item in dispute on this report, however I have not disputed any items with XXXX since XXXX of XXXX, so all prior disputes should have been resolved by now. This extends way beyond the legal limits of time that XXXX can keep a dispute open and unresolved. It has been in dispute for almost 1 year. XXXX needs to find out what data repository this errant record is in and get it fixed. It is interesting that XXXX shows one thing to the consumer on the consumer report, and then when someone pulls my credit different information is displayed. How deceptive. I do not fault USAA as I feel they contacted XXXX in XXXX of XXXX to correct the record however I feel that XXXX did not fully correct the records in all their data repositories and so USAA needs to contact the higher ups and their inside connections at XXXX and make sure this is taken care of. I will re-pull a credit report with CBJ to make sure it is done, once all the parties respond and tell me this has been fixed. I have been trying to get our credit records straight since XXXX of XXXX, almost 1 year. XXXX, XXXX XXXX. XXXX XXXX, XXXX, GA XXXX, XXXX, XXXX. I have pasted below what the record reads on the credit report and have attached the actual report. It should not say " consumer investigation in process '' 1 year after the dispute was filed. This is in violation of credit laws. Disputes are supposed to be resolved within a certain time frame or I can file a complaint with the Federal Trade Commission. If I were USAA, I would not want to deal with these liabilities and I would just have these records removed from our file to avoid future complaints and fines especially considering the time limit for them to be reported is coming up anyway ( 7 years ) or may have already arrived. These records are almost 7 years old I think as of XX/XX/XXXX, maybe they are already. We are just a few months away, please just remove them from our file. I do not recall if this was a joint account but if it was, please fix my wife 's record as well, XXXX XXXX XXXX.
USAA FSB XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, TX XXXX XXXX Account Number XXXX ECOA Opened Last Activity Closed Reported Credit Limit High Credit Individual XX/XX/XXXX XX/XX/XXXX XXXX Account Type Collateral Terms Reported On Maximum Delinquency Manner of Payment Revolving XXXX Included in Chapter XX/XX/XXXX 13 ( R07 ) Months Reviewed 32 30-59 Days Late 1 Time 60-89 Days Late 1 Time 90+ Days Late 6 Times Comment CONSUMER DISPUTES_REINVESTIGATION IN PROGRESS / ACCOUNT INVOLVED IN CHAPTER XXXX DEBT XXXX *
|
| 07/19/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
XX/XX/2019 Customer : XXXX XXXX XXXX CR XXXX XXXX XXXX, Texas XXXX USAA Customer # XXXX Company : USAA XXXX XXXX XXXX XXXX XXXX, TX ( XXXX ) XXXX Complaint : On XX/XX/2019 I received a letter from USAA indicating that I had a late payment on my auto insurance. I was threatened that if I submitted another late payment I would not have access to my accounts ( checking, savings, policy, products, etc. ). In addition, I would not have access to additional services and/or products from USAA. My payment was made within the grace period, and my insurance has never been cancelled due to non-payment in 28 years.
On XX/XX/2019 I called USAA to inform them that I made all auto insurance payments within the due dates and/or grace periods. My insurance has never been cancelled or reinstated in the 28 years I have been banking with USAA. The employee confirmed that my insurance has never been cancelled and all payments have been received within the time dates and/or grace periods allowed.
1 ) I received a threatening letter indicating that future late payments would result in punitive actions such as no access to accounts, policy 's, and/or products.
2 ) USAA does not specifically stipulate what is considered as a punitive payment time period. When is a payment considered late with punitive measures ( no access to accounts and/or products )?
3 ) Is a payment beyond the grace period, such as a cancellation of auto policy equal no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products?
4 ) Is a late payment within the grace period still terms for cancellation of auto policy, no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products?
The attached letter from USAA was offensive. My payments have always been made within the payment date and/or grace period of payment. If USAA is going to submit such offensive, threatening, oppressive, and harassing letters ; it is important that USAA clearly defines such punitive measures to their customers.
Resolution : Without retaliation upon this customer, USAA needs to define punitive measures and at what point punitive action will be taken. Further, do these punitive measures follow the state law and regulations with the FDIC, State Board of Insurance, and the Consumer Financial Bureau? Are punitive measures fair practices or discriminatory practices? Is it fair to ban a customer from an insurance policy or cancel a policy, lose access to checking and savings accounts, lose access to usaa.com, lose access to automated voice response system, and unable to acquire new products and services on the basis that the customer is late, however has made payments within USAAs stipulated grace period?
It seems that left undefined by USAA is discriminatory to the customer, especially if the customer has paid within the grace period criteria and the customer has never received a cancelation in a purchased policy.
I do believe USAA needs guidance in defining punitive customer exclusionary practices and measures. This should be approached without retaliatory measures to the customer. After complaining on XX/XX/2019 at approximately XXXX my account was locked and I have no access to my accounts. This seems a bit suppressive, oppressive, and discriminatory to the customer. I would like it resolved promptly.
XXXX, XXXX XXXX USAA Customer # XXXX
|
| 09/10/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I fell victim to a job scam for a XXXX that was starting business in America but is headquarter in XXXX ( they went the extra mile to prove legitimacy ) I was told by employer that client was sending me funds that I needed to open a business account at XXXX XXXX XXXX ( they apparently bank there and they said it was cheaper fees ). The wire transfer was sent from client to my bank account via wire transfer ... the bank approved the funds. I did the job. The client attempted to send me another wire transfer. I became uncomfortable with this because it went to my personal account with USAA and not the account they told me to set up. When I tried to send the money my account was froze. All I was told was that it would be three days and my account went to the fraud department ... no details. I talked to my employer who said he would send proof of legitimacy.I sent documents given by employer. When I was accused of fraud because the client spelled his name wrong my employer said he would contact an attorney and get back to me ... well needless to say I never got paid and he never called back. I discover I was part of a job scam. I call the bank to see what they said. They accused me of first party fraud because the client spelled his name wrong when he sent the first transfer. The bank took A WEEK to reject the XXXX wire transfer. I fell victim to a job scam. I know this now. Sadly the bank is keeping my fiance 's XXXX hard earned dollars and we were told we owe almost XXXX dollars! The bank has treated me horribly. They offered no help. I have filed with the state attorney general, the fbi Internet crimes department and the FTC. A domestic wire transfer should n't take a week to reject. USAA should have contacted me way before then, they said that they approved the funds so now we are stuck with the bill. They approved the funds in a few minutes, they should have called and questioned me and help me keep from falling for this. I fell for the scam because everything checked out there were details, numbers contracts and proof of registration as a business. I did n't know anything about job scams until now ... USAA knows who sent me the fraudulent wire transfer. I have the information and bank account numbers of where the money went. Instead of ordering me to repay what the bank was scammed out of why cant they go after the people who tricked me? USAA has hardly told me anything. They only accused me of fraud said they were exercising their rights to not do business with me or my fianc and said they were closing our account and we owe almost XXXX. I do n't feel like I was protected under fraud protection. They did n't provide any information once they froze the account they did n't ask questions to try to keep this from happening. To make matters worse they treated me wrong. When my fianc called they made it seem like we dilibertly caused this. If an investigation is opened to prevent fraud they should at least call and ask questions. Also when we called or messaged they would n't answer our questions. Why does n't the fraud department have a number to call and talk to someone? The day the wire transfer sent if they would have froze the account then and investigated it they could have found the error and rejected it. We spent a week with no money. Our bills are late and we lost our money. USAA did n't protect their customers. They set us up. It even says wire transfers are REVIEWED THE SAME DAY! This one was n't reviewed the same day.
|
| 05/06/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
Summary : USAA violated Regulation E 1005.11 ( c ) ( 1 ) by failing to open a timely investigation at the time I reported XXXX fraud associated with my USAA checking account and telling me that I needed to file a police report for it to pursue anything. Because of its failure under Regulation E, USAA harmed me by foreclosing any opportunity to try to recover my funds and potentially harmed others by missing the opportunity to prevent a bad actor from scamming further victims via use of USAAs payment systems and XXXX XXXX XXXX XXXX platform. I would consider the matter resolved by USAA refunding the {$1500.00} I suffered in economic damages as the result of the fraud.
Details : I was cheated out of {$1500.00} via XXXX by a scammer via two transactions that occurred on XX/XX/XXXX and XX/XX/XXXX, processed out of my USAA checking account. I called USAA on XX/XX/XXXX ( I have the phone records showing 3 calls between myself and USAA about the matter on that date ) to report the fraud and request USAA 's aid in recovering the funds. The USAA agent I spoke with said the Bank could do " nothing '' about it because I had agreed to send the vendor the money ( it is accurate that, on false premises, I agreed to send the vendor the funds ). But, while I agree that this may not have ultimately have qualified as an " unauthorized '' under Regulation E, the issue is that USAA violated Regulation E by failing to open a timely Regulation E investigation at the time I reported it and falsely claimed a police report was necessary for them to pursue. This harmed me because it foreclosed any possibility at all of recovering funds and it failed to protect other consumers against this scammer.
At the time, I didn't know that USAA 's actions were Regulation E violations, but when I learned more about Regulation E, I called USAA back in the XX/XX/XXXX through XX/XX/XXXX timeframe to insist that it open an investigation. The representative I spoke with in XX/XX/XXXX explained that USAA could not find a record of any investigation having been opened in the XX/XX/XXXX timeframe. This was consistent with the representative I spoke with in XXXX having told me that there was nothing USAA could do, but, as the representative in XX/XX/XXXX told me, what I was told in XX/XX/XXXX was improper per USAAs standard procedure ( and was, furthermore, a violation of EFTA/Regulation E requirements ).
When USAA finally did open an investigation in XX/XX/XXXX ( which was not timely under Regulation E ), I received a letter from USAA on XX/XX/XXXX telling me that it was denying the claim and " In the future, please notify us as soon as it appears on your statement so that we can assist you. '' It was frustrating to be incorrectly told by USAA that I had not reported the fraud timely when I had reported it the day after it occurred. I spoke a representative ( XXXX XXXX XXXX (? ) -- I am unsure of the spelling ) on XX/XX/XXXX within USAA 's CEO 's office who agreed that what the initial representative in XX/XX/XXXX told me about not opening an investigation was wrong, but she said it wouldn't matter because my claim was not for an unauthorized transaction. I told her that, regardless of an investigation outcome, USAA violated Regulation E by failing to open a timely investigation as it is required to do. She told me she would do additional research and that I would hear back from her shortly. I have since contacted USAA 3 times and have heard nothing back.
|
| 03/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
On XX/XX/XXXX, which was a Sunday, I received a letter in my inbox on my app with my bank USAA. It stated they were happy to have done business with me but now they were closing all my accounts. This included 2 checking accounts, 2 savings accounts, and a youth checking account. I have banked with them for almost 10 years and never had any kinds of issues whatsoever. I am a travel nurse and was in XXXX on an assignment, staying in a hotel, when they closed my accounts preventing me from accessing any of my money nor use my debit card. My checking accounts had over {$4000.00} in them at this time and I couldnt even buy something to drink. I contacted USAA the following day, Monday, spoke with XXXX with the event resolution team and he went thru my accounts line by line and couldnt see anything to indicate why this happened except the same letter I had received in my inbox. He put in to have it investigated, informed me it would take 5 business days and he was expediting it. I never heard back from USAA. So 7 days later I call USAA and I get told that the representative couldnt verify me by sending me a code because its not giving him that option, so nobody could help me whatsoever nor could I even talk to someone else. 7 days later I call back to USAA again inquiring about the investigation that XXXX had submitted for me and informed her that I needed the money out of my bank at this point. Im then told I can have my money in 60 days when they close out my account. Also they returned any payment I had made over that weekend when they first closed my account, even though I had money in my accounts I was then charged the insufficient funds charge for each return. Thankfully it was only a truck payment and a credit card payment. They did inform me on that initial letter that they would be returning anything that came in to be paid but if a deposits made then they will accept it. However, even though they accept it I still wouldnt have access to it because they are closing my accounts. It was total XXXX being halfway across the US from my home but I also still had my hotel room to pay for and my airline ticket back home. I literally went 2 entire days without eating because I had no access to my money. I ended up having to borrow money from my 401k just to leave XXXX and get back home since all of my savings and my payroll deposit from my employer that was only made 2 days prior to them doing this along with all of my other money I had saved and that was to be used for bills but now all of a sudden I have no access to it. Its been 2 weeks and my account still has around {$3800.00} ( the NSF charges are what they are taking from my account now ). When I spoke to USAA today I was informed there wasnt anything they could do because it was related to fraud. The fraud was from my card getting hacked and USAA is the one who caught it and notified me of the activity and it was fraud but it had nothing to do with anything I had done whatsoever. There is no reason that the bank will not give me my money out of my accounts especially for 60 days. This has been the biggest nightmare of my life and Im having to deal with this while working directly on the frontlines as a nurse taking care of covid patients knowing what all Im risking to do it to help someone else. And here I am getting done so incredibly awful by USAA to the point I was actually starving. I just want my money from my accounts at this point and I want it all now.
|
| 08/07/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
USAA as a Financial institutions is required to cooperate with consumers who find unauthorized or fraudulent charges on their accounts to investigate and resolve these incidents in a timely way, and where appropriate, restore missing funds. In the spirit of the law investigate means to contact the vendor to have them justify the charge. USAA instead pointed the finger at me and asked me to substantiate the fraud. We I do not have all the information as to why the Company ( XXXX ) charged my account. Obviously it will not be based on a legitimate means. THis is how these companies cheat the customer. If the financial institutions refuse to help the consumers then the unscrupulous practices of these companies will continue to go uncheck and will proliferate far into the future. I had to make a second request for USAA to protect my interest against XXXX 's unauthorized charge against my USAA account XXXX in the amount of {$210.00} on XXXX XXXX, XXXX. I disputed the charge and USAA issued a credit on XXXX XXXX but then revoked the credit on XXXX XXXX apparently without checking with XXXX. I was trying to find documentation on when XXXX refused to accept delivery of my equipment but apparently I was not able to get the information in time for USAA to retain the credit it had extended me. USAA failed to apply basic investigative tools through its refusal to contact XXXX and by its insistence that I as the consumer prove to USAA that I am not at fault.. XXXX fraudulent charge relates to my alleged failure to timely return XXXX Equipment after the end of a two year service period. ( In XXXX of XXXX ) I changed jobs from ( XXXX, OH to XXXX, OH ). In preparation for the move. I cancelled my XXXX service after my two year contract expired at the end of XXXX XXXX. I was commuting on the weekends between XXXX and XXXX. I received the boxes to return the equipment, When I arrived in town and retrieved the boxes XXXX had sent, it may have taken me a couple of weeks to gather the equipment, remote controls, boxes and the satellite disk from the roof but I did them and traveled to XXXX to return the equipment in what I thought was in a timely manner. Despite my efforts apparently XXXX refused to accept delivery not only once but at least on two occasions and instead decided to fraudulently charge my credit card in the amount of {$210.00}. I only ask that USAA follow the law, treat this charge as the fraud that it is and investigate this unauthorized and fraudulent charge and refund the amount XXXX stole from my account in the amount of {$210.00}. Just because a big name like XXXX is involved doesnt mean they are above the law. XXXX XXXX has proven this time and again. I seek to protect myself against a vicious predator that engaged in fraud against me as I approach my senior years. I am not quite at the age in which the law requires financial institutions to protect elders but this is preciely the type of fraud that targets older Americans who may have difficult traveling in the winter to return equipment obviously XXXX does not want because it would rather confiscate my bank account for {$210.00} than accept the equipment. When financial institutions like USAA become pawns in the process, I feel society as a whole losses. I entrusted to them to make an authorized charge when it refused to accept the return of equipment I had shipped to them on a timely basis. The comments in brackets are suggested edits to protect my identity.
|
| 04/20/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
- Incident Description - - On XXXX I received a phone call from USAA 's Fraud department asking if I had requested an outgoing wire transfer for {$6800.00}. I had not and expressed that fact and asked him to begin the process for stopping the transaction. He said he'd get to work on it and put me on hold while he worked on it. I logged into my account at that time and saw that {$1900.00} was transferred from my personal USAA checking account to my wife and my joint USAA checking account, then the amount of {$6800.00} was wire transferred to a XXXX XXXX, who I do not know. We talked and once again I was put on hold. At some point our call was disconnected, he called back, and we continued with the process of attempting to get the transaction fixed. A while later, the call was disconnected again. I didn't receive a call back right away, so I called USAA on the way home from work. I then verified with the associate that I was in fact previously talking with a USAA associate on the previous phone call, they said I was. I filled her in what was going on and we proceeded to change all of my personal login info ( password, PIN, secret questions ). Prior to getting off the phone with here I asked if there was anything else I had to do and when to expect my money back, as I have bills to pay and this more or less cleaned us out, and she said XXXX days.
- My wife called the bank, USAA, on XXXX and once again explained the entire situation and asked when we would be receiving our money back. The bank associated informed her that it was still under investigation, and we would receive a follow-up call.
- XXXX, we had not yet received a phone call back from the bank. Bills are really getting to the point of needing to be paid. My wife called the bank and then called me at work, and we did a three-way call. The bank associate informed us that the wire transfer recall had failed. Also, that the wire transfer recall had not actually been initiated until XXXX. The bank associated then informed us that the bank had no further action to take and that we were basically out of luck, not getting our money back. The only thing we could do is submit a police report. Next, my wife talked with the associate further and was transferred to another wire transfer associate who informed her that another fraud department associate would contact us. The associate also acknowledged that USAA had not initiated the wire transfer recall on XXXX, but on XXXX.
- XXXX. XXXX FBI Complaint form submitted.
- Additional info : - Upon doing limited research on consumer protections, I've found the Federal reserve website ( https : //www.federalreserve.gov/supervisionreg/regecg.htm ) and it stated that our liability was limited to {$50.00} provided our depository institution was notified in a timely fashion. They were notified the day of the incident. ( XXXX CFR XXXX, Section XXXX ) - Furthermore, section XXXX provides definitions and time limits which we met, we should be reimbursed.
- Lastly, another was the Consumber Financial Protection Bureau which provided guidance on unauthorized Electronic Funds transfers. Upon reading through their information, we should be paying no more than {$50.00} to receive our money back.
- In closing, I see my situation as unfortunate and repairable by my financial institution. Had they acted on the information at hand on XXXX, on the first or second phone call, our money could have been returned in a timely fashion.
|
| 11/01/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
|
|
My wife, who does XXXX XXXX XXXX, was contacted by a client requesting her services. An amount of {$1200.00} was agreed upon, and the client said she would mail my wife a check for the amount. A few days later, the client told my wife that she accidentally sent the money for the photographer in the same check sent to my wife. The client asked my wife if she could send her the difference upon cashing the check. On XX/XX/XXXX, I received a cashiers check in the amount of {$3200.00}. I called my bank, USAA, and asked them if I could mobile deposit my wifes check. They said since she was not on the account it could not be done. However, I was told that if my wife endorsed the back of the check and signed it over to me then it could be done. I was skeptical the whole time however, i figured if USAA accepted the check then it must be good. I mobile deposited the check on XX/XX/XXXX. The funds were immediately available. I thought that to be odd since I only had {$320.00} in the account. Nevertheless, I trusted USAA and figured the check must be good if they accepted it. I then agreed to send the client a total of {$2000.00} as a refund. In two separate XXXX transactions, I sent {$1000.00} each to an XXXX XXXX. The XXXX payment went thought without a problem.
Two days later on XX/XX/XXXX, I noticed that my USAA account was negative over {$2400.00}. I called USAA and they told me the check I deposited was fraudulent and the funds were rejected. I was told by the USAA call taker, XXXX, to file a police report. I filed police report # XXXX with the XXXX Police Department ( XXXX XXXX, TX ) for Fraud. On that day, I told the call taker about how I was scammed through XXXX. I expected a Regulation E complaint to be generated and I then waited for USAA to contact me with their investigation findings.
Ten business days came and went and no word from USAA. I found that odd since under regulation E, the banking institution has to have a finding within 10 business days if they have to temporarily refund the money. I called USAA on XX/XX/XXXX and spoke with call taker XXXX. XXXX told me that there hadnt been a Regulation E complaint filed by XXXX. XXXX told me that that was an error on XXXX part. XXXX said she would then start the Regulation E complaint for me.
On XX/XX/XXXX, USAA notified me that I was at fault for sending the XXXX money. They said the investigation was closed and that I was on the hook for the money. On XX/XX/XXXX, I called USAA and requested documents on how USAA came to that conclusion. I asked for a supervisor to call me regarding it.
On XX/XX/XXXX, a specialist from USAAs fraud department, XXXX, called me. She told me that there had not been a Regulation E violation and that Regulation E does not cover this. She told me in this case because I sent the money on my own, even thought I was induced to do so, it was my fault. I questioned her on why USAA accepted that mobile check even though I didnt have the funds to cover it. XXXX told me that because I was a loyal customer and that my account was in good standings, they honored the check. Furthermore, when I asked XXXX why a Regulation E complaint wasnt filed on XX/XX/XXXX, she told me that it was an error on XXXX part.
I believe that Regulation E applies to this case and that USAA is violating the law in not agreeing with it. I have tried to resolve this with them and they refuse to refund me my money.
For your consideration, XXXX XXXX
|
| 07/27/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
XXXX XXXX my rent check was rejected by USAA and returned to my landlord as an NSF. I first realized this had happened when i checked my account in the morning ( like i do every morning ) I noticed i had a NSF check fee on my account. I immediately called usaa to see what happened because there was plenty of money in my account to cover this XXXX and only check I have written. Representative tells me she could not figure it out and refunded my NSF fee of XXXX back to my account and to advise my landlord to re submit the check, if needed she will submit a letter to my landlord if needed to avoid any fees i may accure from my landlord. I called landlord and he tells me that he does not see that the check was returned and that it looks to him that it was paid I then tell him that it was not and that the money is in my account. Landlord then tells me that he will look further into this matter and get back with me. 1 week later I called landlord for they did not call me back and he tells me that I have a XXXX balance on my account and on their end it shows XX/XX/XXXX rent was paid. So I held onto the rent money for I knew later on they would ask for it. This same situation again happens the following month in XXXX XXXX and I followed the same steps as above and was told the same thing from both my landlord and usaa. usaa returned my NSF fees XX/XX/XXXX as well. Now we are in XXXX XXXX and then again the same situation happened and i follow the same steps as above and was returned the NSF fee of XXXX from usaa and was informed by usaa rep at the time that she does not know why my overdraft protection did not kick in on time she saw there was plenty of money on my usaa credit card ( set up for overdraft protection ) and she sees that it placed a XXXX $ advance into my account to cover the rent check but does not know why it returned the check anyways. She said she was baffled and could not understand it and that this certainly was a glitch in the system. So i notify my landlord and he said that he will look into it and see if they received notification that the check was returned. The following day i receive XXXX letters from my landlord showing i have XXXX NSF checks and that i need to pay XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX rent ASAP or i will be evicted on top of the rent i must pay XXXX $ fees for each check. I notify usaa of this action for i am livid at this point for the problems they have caused me that i had no control over. I spoke with usaa and asked if they could please provide me a bank error letter of some kind for XXXX, XXXX and XXXX so that i can have my credit cleared with my landlord and the fees waived for this was not my fault. I was promised a letter and have been for 2 weeks now from usaa. I have called them twice in 2 weeks to check the status of the letter and they tell me it was declined from the back office because XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were not bank errors and different reps tell me different stories as to why it was not a bank error. I just do n't understand how i was told it was in XX/XX/XXXX and in XX/XX/XXXX and now in XX/XX/XXXX and i also know that it was not my fault because i monitor my account daily and if it was n't a bank error then why did receive a NSF refund in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Please help me get to the bottom of this and so that this does not happen to someone else because know one should be placed in this amount of stress.
|
| 05/13/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Problem with signing the paperwork
|
|
Web |
Servicemember |
|
XX/XX/XXXX - We submitted an auto loan application to refinance our newly purchased vehicle ( XXXX, XX/XX/XXXX ), and we were approved.
XX/XX/XXXX - I received a call from USAA asking to get one document notarized and mailed in using a prepaid XXXX Overnight label. This was the last phone call or any communication I received from USAA pertaining to this loan. I had the document notarized and I mailed it in, and as far as I was concerned, all documents have been submitted and the loan was being processed/finalized.
XX/XX/XXXX - I received an email via XXXX that my documents were received at USAA.
XX/XX/XXXX - I received an email stating that I have a derogatory account from XXXX on my credit report. I called USAA to find out where my auto loan account is because the payment is due tomorrow ( XX/XX/XXXX ). XXXX, the first person I spoke to said that the loan application had expired. I asked to speak to someone so I can escalate this issue. I was then transferred to XXXX. XXXX then explained that we would have to resubmit our loan application, and that she would do her best to ensure that we retain the same interest rate as that from the original application. We did, and then were told we dont qualify! At this point is when I began to have a XXXX XXXX XXXX. XXXX put us on hold to speak to the underwriting team. When she returned, she said *PROTECTED* has a credit fraud alert on her social security number/credit report, and she would have to call *PROTECTED* on her phone to verify her. She put us on hold for 12-15 minutes, while *PROTECTED* waited for her to call her phone. The call never came though. She returned to the line and stated that she would have to pin our application because she can no longer make any more outgoing calls, and advised us to call back. *PROTECTED* called back and the same thing happened, the representative, " XXXX, XXXX said she could not get through on *PROTECTED's* phone and advised us to call XXXX. We called XXXX and could not get through to a live person to verify the phone number on the account. During this time, I had a mental health breakdown, as this was very stressful and frustrating. I suffer from XXXX and XXXX, and this situation escalated my issues and I almost had a XXXX XXXX, as my XXXX XXXX skyrocketed, and I couldn't breathe normal enough to even talk to the representative on the phone. My vision blurred, my XXXX rate spiked, I was shaking uncontrollably, and my skin felt clammy. XXXX did not help the situation, and made it worse by her lack of empathy, understanding, and lack of accountability.
After the call, we had to call XXXX XXXX and pay {$1200.00} to get our account paid in full and back in fair standing. We also advised XXXX about what USAA had done, and we were asked to supply proof of the application, which we did. We still have a derogatory mark on our credit reports.
We now have " bad credit, '' because USAA failed to follow through with the loan application. When USAA was asked what happened, they said there were documents still needing to be filled out. How were we supposed to know if there was no communication? No email, phone call, or even a letter in the mail. We were, however, receiving phone calls from XXXX XXXX, almost daily, that we ignored, because we figured they were " out of the loop '' with the application that was submitted to USAA and that they would receive a letter explaining that our auto loan was now with USAA.
|
| 12/28/2019 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
USAA FEDERAL SAVINGS BANK XXXX XXXX XXXX CEO XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX OHXXXX Date : XX/XX/2019 RE : CONDITIONAL ACCEPTANCE FOR VALUE FOR PROOF OF CLAIM UPON CORPORATIONS CONTRACT, FOR DETERMINATION OF MEETING OF THE MINDS, FRAUD ON THE CONTRACT, AND/OR AN UNCONSCIONABLE CONTRACT AND/OR AGREEMENT FOR COMMERCIAL DISCHARGE Mortgage Loan # XXXX Instrument # XXXX Book 524 Page 331.
Public Notice To : XXXX XXXX Dear Mr. XXXX XXXX/ Senior Supervisor, USAA Federal Savings Bank is the Lender described in Definition D, of the Security Instrument Title MORTGAGE upon which ( XXXX XXXX XXXX ) is the borrower described in Definition B. This MORTGAGE has been sealed, delivered and recorded by the borrower in Book 524 Page 331 at XXXX County Recorders Office and as of today has not been acknowledged by the lender, You ( XXXX XXXX ) therefore have 15 days to execute and record your acknowledgment of said MORTGAGE, or you ( XXXX XXXX ) are in breach of contract and transgressing Gods Law. As this instrument is already public record and full proof of evidence which has been recorded by XXXX County Recorders Office.
As the MORTGAGE is a Security instrument, I also ask for a certified copy of the lawfully recorded Lien that this MORTGAGE is a Security instrument for to be mailed along with certified copy of your recorded acknowledgement of the MORTGAGE to my mailing address provided above. If a lien is not recorded delivered nor noticed then it is a statutory lien. Statutory liens have been ruled unconstitutional by the U.S. Supreme Court in XXXX XXXX XXXX being 171 US 404. Without a lawful recorded lien, the Security Instrument is a false obligation, a breach of good faith, and a sin to compel my performance.
If copies of the recorded lien and your acknowledgement ( Signature ) of the MORTGAGE are not delivered within 15 days then as Grantor of the MORTGAGE. I revoke it, and demand that my securities and or their conversion and gain be returned to me Immediately. This includes the title to the real property, as well as the value of the personal property and Satisfaction/release of MORTGAGE.
If necessary to compel you ( XXXX XXXX ) to conduct your business in good faith as I will petition the Bishop of this Diocese as the Judge of the first instance for his assistance in gaining the return of my property and to inquire into the business practice of your corporation, he having exclusive Jurisdiction over faith, sin, law of contracts, oaths, investments under notary seal and the like. I am sure you ( XXXX XXXX ) are aware that the XXXX XXXX and its Courts have jurisdiction over the entire world.
Ive come to you ( XXXX XXXX ) first to settle the matter and ask you ( XXXX XXXX ) let your conscience be your guide, adhere to your oath, and operate in good faith. Failure to do so could be construed as heresy an eternal XXXX for your soul. Fear XXXX.
Mail your acknowledgement of the MORTGAGE and certified copy under oath of the recorded lien ; Title to the real property and any conversion and gain of the personal property to My address.
In Closing, your ability in this matter to operate in the unconscious world is terminated, and you are personally responsible and bound by oath for the actions of the corporation you represent.
I XXXX XXXX XXXX Testify to this statement of Facts. As to Witnesses to the Facts by Consumer Financial Protection Bureau and XXXX County Recorder 's office.
|
| 12/10/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX, I accessed the USAA website to utilize their " Deposit at Home '' service ; to deposit a check from XXXX XXXX - in the amount of {$1600.00}. The funds were to be deposited in my checking ; with my account now totaling {$1900.00} - after the deposit. However, after the process was completed ; I was advised that {$1100.00} of those monies would be frozen - until XX/XX/XXXX. Their website states that up to {$5000.00} can be transferred via this method ; never clearly indicating that they " May '' freeze any amount they wish. Viewing the USAA FEDERAL SAVINGS BANK DEPOSITORY AGREEMENT AND DISCLOSURES page XXXX, and under the title : '' WHEN AVAILABLE - Next business day after the day of deposit '' ; indicates that up to {$5000.00} of the customer 's deposit will be available the next day - that did n't happen for me. On page XXXX, under the heading of " Funds XXXX XXXX XXXX and Similar Services '' ; indicates that funds can be frozen for up to seven days. They further state that the funds can be released sooner ; depending on various factors e.g. " credit worthiness, the length and extent of your relationship with FSB and its affiliates, transaction and experience history, and such other factors as FSB, in its sole discretion, deems relevant ''. I have in the past overdrawn my account ; for which I paid a hefty fee. I have also, though, been a loyal customer for over two decades with direct deposits monthly of my military retirement, and bi-weekly from the hospital that I am employed at. I contacted a USAA representative ; advised her of my concerns regarding the deceptive notice of the availability of my fund on the website i.e immediate access to up to {$5000.00} in deposited funds. I was who informed me that this was USAA 's policy. I requested an opportunity to speak with her supervisor ; to which the representative stated that she would have the same answer - then she transferred me. I was then connected to XXXX XXXX XXXX from the Executive Resolutions office. I was advised that there was nothing that could be done. I requested that the fund transfer therefore be cancelled ; so that I may have the checked cashed via other means. I was told that that was not an option. I asked as to what individual that I could appeal to next ; to which she replied that there was no one else to appeal to. My brief appeal process was ended.
I decided to review my recent " XXXX '' ; with another representative at XXXX on XX/XX/XXXX - who stated that her name was " XXXX ''. I requested a review of my last XXXX " At XXXX Deposits ''. They were as follows : 1. XXXX XXXX {$860.00} - posted XX/XX/XXXX ; 2. XXXX {$880.00} - posted XX/XX/XXXX 3.XXXX {$1700.00} - posted XX/XX/XXXX. My question to XXXX was what amount from each deposit was frozen ; her response was " None ''. She stated that each of those amounts were immediately available to me ; at that time. Question, what in less than 30 days has changed? So instead of the monies being utilized to pay my rent, and go XXXX shopping ; they will instead be earning interest for USAA. The following factors are what I have identified as being the key issues to this incident : A ) Deceptive information on the " XXXX '' webpage.
B ) Unable to cancel this transfer ; within an hour of when it occurred, and when it was discovered to be problematic.
C ) Inconsistent, and seemingly capricious enforcement of USAA 's policies.
D ) A one tier appeals process.
|
| 07/31/2020 |
Yes |
- Debt collection
- Auto debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
This incident involves three companies : XXXX XXXX XXXX XXXX XXXX ( " XXXX '' ), United Services Automobile Association ( " USAA '' ), and XXXX XXXX XXXX XXXX ( " XXXX '' ).
On XX/XX/XXXX, I was in an accident where a USAA insured driver, Ms. XXXX XXXX, was at fault. USAA claim number is XXXX. USAA paid for my car to be fixed and I was given a car by XXXX to use while my vehicle was in the shop. After returning the rental car when my vehicle was fixed, USAA was billed for the amount of {$470.00} for the 16 days the rental car was in use. USAA decided to only pay {$290.00} for what they estimated should be the price for a rental car. XXXX only billed USAA and I never received nor heard anything again after dropping the rental car off from USAA nor XXXX.
In XX/XX/XXXX, I noticed that a derogatory account showed up on my credit report. The derogatory account was for a collection agency, XXXX. After investigating with XXXX on what this was for, I found out that this was for the XXXX leasing for the accident that USAA was supposed to cover. XXXX sent me the paper work they had on file. That was the first time I saw the bill to USAA for {$470.00}. A person at XXXX noted on the bill that they only received {$290.00} from USAA. There was renter information on the bill for myself but all of my contact information was wrong, but it was billed to USAA 's address for for USAA to pay. USAA should have taken care of this since it was their insured driver at fault.
I contacted USAA to inform them that their bill was showing up on my credit report and asked why they didn't pay this bill and how to resolve the issue. They argued that they didn't owe the full amount because it exceeded the estimated 10 days to fix my vehicle. I told them that it was out of my control on how long it took to fix my vehicle and the rental car bill included weekends as well. They realized that they had made a mistake and thought the bill was for 16 business days instead of the actual 11. They agreed to pay XXXX an additional {$140.00}.
I contacted XXXX to make sure that they received the additional payment. They did receive the {$140.00} from USAA, but an outstanding amount of {$120.00} remained on the bill because of derogatory fees. I contacted USAA again to explain that there was still a balance on the bill. They refused to pay it because they don't pay derogatory fees. I thought this was ridiculous because these are derogatory fees for their bill they ignored. This is a bill to USAA that was never billed to me and is now showing on my credit report.
I contacted XXXX and asked if they would drop the derogatory fees since my renter information was wrong on the bill, I was never contacted by USAA nor XXXX, and I was not at fault for not receiving a bill that wasn't actually billed to me. They agreed to wave those fees but an amount of {$44.00} remained. By this time, I could not deal anymore with this matter considering the amount of time I had spent trying to fix this. I payed the remaining {$44.00} even though this was billed to USAA and they should be the one 's to pay this amount. I never thought I would be in an accident where I was not at fault and have to fight so much with the other driver 's insurance agency. If USAA is doing this to me, they are doing this to many people.
If I was billed for a rental car, I would have paid it. USAA was billed for this rental car. They should have paid their bill!
|
| 11/30/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I am a natural person and federally protected consumer. I entered into a consumer credit transaction ( XXXX5 USC 1602 ( i ) ) with UNITED SERVICE AUTOMOBILE ASSOCIATION, aka USAA, hereinafter referred to as USAA on XXXX of XXXX in which I opened an account, an extension of credit as defined by 12 CFR 1002.2 ( a ), that has been used for personal, family, and household purposes.
It has come to my attention that my current account does not comply with federal law as I do so believe that pursuant to 15 USC 1602 ( j ) my account should be an open end credit plan.
It has also come to my attention that my account has billing errors and I am disputing all past, present and future amounts. Pursuant to 12 CFR 1026.13 ( a ) ( 6 ), I am requesting documentary evidence ( 15 USC 44 ) for book of accounts as described in IRS Publication 583. In order to verify such amounts, I need to see the bookkeeping audit trail from both the private and public side to verify the current accounting and taxes associated with this account.
I am invoking my rights as a federally protected consumer to withhold all past, present and future amounts in dispute pursuant to 12 CFR 1026.13 ( d ) ( 1 ). Because I am invoking my rights, USAA can not make or threaten any adverse reporting to any person about the consumers credit standing without first resolving billing error pursuant to 12 CFR 1026.13 ( d ) ( 2 ). Lastly, USAA can not and shall not restrict, limit, close, cause any disruption of any manner nor accelerate payments of the account and USAA has legally agreed to forfeit its rights to collect on all past, present, and future amounts in dispute under 15 USC 1666 ( e ) pursuant to 12 CFR 1026.13 ( d ) ( 3 ).
Pursuant to 12 CFR 1026.13 ( e ), in an attempt to correct the billing error my XXXX XXXX is {$8700.00} which is a XXXX of {$1.00} and the amount balance should be credited and the remaining balance must be directed to me, the consumer, payable by check monthly pursuant to 12 CFR 1026.11 ( a ) and 15 USC 1666d.
I believe that USAA has knowingly, intentionally, with forethought and malice deceptively been sending dividends via the mail and misrepresented the dividend as an invoice for the consumer to pay. Because of such deception, I have electronically transferred funds using my personal debit card information to USAA. This constitutes XXXX activity ( 18 USC 1961 ) which would be embezzlement, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am requiring that all past, present and future coupons be sent to my place of abode in form of a check payable to me.
Lastly, USAA has been sharing my nonpublic personal information with nonaffiliated third parties, consumer reporting agencies. I never received proper disclosures that were clear and conspicuous to OPT OUT pursuant to 12 CFR 1016.10 ( a ) ( 1 ). Pursuant to 15 USC 6802 ( a ), I failed to receive such disclosures nor was given a reasonable opportunity to OPT OUT, and now I am at risk for potential identity theft as my nonpublic personal information has been communicated without my consent to the consumer reporting agencies. In accordance with 15 USC 1681b ( a ) ( 2 ), I am giving my written instructions to report this account as paid in full and paid as agreed monthly. Pursuant to 15 USC 6801, it USAAs responsibility to protect the security and confidentiality of my nonpublic personal information and I do not believe that was done on my behalf.
|
| 05/26/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2020 at around XXXX I attempted to deposit {$750.00} in cash into a XXXX ATM using my USAA debit card due to a misunderstanding about the partnerships between XXXX and USAA. When the transaction was almost complete, the XXXX ATM put an error message on screen and gave me my debit card back but had kept the money. I promptly submitted a complaint through the USAA app in the parking lot of the XXXX ATM about this incident. I made it very clear to the rep the details of the incident, however the complaint was filed internally and then denied within a few days.
The following day on XX/XX/XXXX I called the XXXX this incident occurred at to give them a heads up about the issue. The employee, XXXX, had informed me that I need to get into contact with my financial institution about resolving this issue. A few days later I attempted to call USAA about this issue and the information they gave me was that the complaint was denied due to an internal investigation yielding no record of the attempted deposit. Unfortunately, there would be no record of the deposit because the deposit did not occur at a USAA ATM. After speaking to XXXX from XXXX again, he confirmed there was an overage for the audit of the ATM, though he would not confirm the amount. I attempted to get a USAA rep to contact XXXX to resolve the issue and she refused to do so on my behalf, however I was able to convince her to enter a 3-way call with the XXXX employee, XXXX. XXXX informed the rep of the company policy that they can not work directly with individuals that are not customers of their institution, but the USAA rep still said they are unwilling to work with other financial institutions. Eventually, once the 3-way call yielded no meaningful results I was transferred to a Senior VP of resolutions at USAA.
This Senior VP took down my contact info and understood my issue. She also stated that she would have somebody get into contact with XXXX disputes department about this issue over e-mail. To this day, I have been unable to get into contact with said VP and she has yet to contact me about this issue as well.
On the XXXX of XXXX, I reached out to XXXX via XXXX who escalated my issue and assigned me a specialist, XXXX. The following Monday, the XXXX, XXXX called me, and we discussed this issue where he informed me of the same information that XXXX had. He had said that this issue is very common and that it is very standard for the other financial institution ( in this case USAA ) to contact XXXX to get this resolved. I called a rep of USAA on the XXXX and explained my situation, they informed me they would file a different kind of dispute that would hopefully make it to XXXX with the case # XXXX. It was eventually denied. On XX/XX/XXXX I reached out to another rep, gave them the details of my situation yet again as well as the case number. They told me the case was denied and refused to give me any helpful information. I asked them Did USAA ever attempt to contact XXXX? They refused to answer with a yes/no and only read me the denial letter. They did this multiple times throughout our conversation and I still have no idea if USAA ever attempted to contact XXXX about my dispute. I asked her What is your name? and she promptly hung up the phone. At this point USAA is refusing to contact XXXX on my behalf, and XXXX is refusing to work with me as an individual, so I have no options other than to file a complaint.
|
| 01/22/2024 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
I am a member of USAA banking. On XXXX XXXX I had a fraudulent charge that took about two months for me to get refunded. when I initially saw this charge I called my bank and my account got locked and it was put under investigation, and I was not allowed in it. I requested a new debit card which I have received. During this time that my account was locked, and under investigation to monitor any other fraudulent charges and to track the IP, whoever was in my account, presumably the same person who had just made the previous fraudulent charge, had accessed my account again and had set up my XXXX, a partner with USAA mobile banking app, an online money transfer/wallet similar to XXXXXXXX XXXX XXXX XXXX this person had XXXX themselves initially I believed it was {$1500.00}. I called my bank and reported this and they created a fraudulent charge claim. Over the course of a month or two, I called back over and over to check on that XXXX claim and I found out that it had been denied for any fraud. I called back and asked why it was denied when i had been locked out of my account during the time it happened and they said the system that checks for fraudulent purchases probably did not recognize the transaction through XXXX because it is not a normal basic checking statement so they told me that they were going to going to submit another fraudulent charge claim. Over the course of another month or two, I kept calling back to check on that claim and they kept telling me each time that there had not been a claim made, and they would make a new one, so I would call back and say can I get a status update on that claim that was just made last week and they would again say that there was no claim made and they would make another one. It was a never ending cycle. This is been going on for about four months now and its very frustrating because I feel like this bank is not listening to what i say and what is going on in the situation. every single time I call, I have to re-explain the entire situation which takes a while because it is four months of issues that I have to explain to somebody. they told me recently that the money taken from XXXX was only {$500.00} instead of {$1500.00} which I do not completely believe considering I have been looking at the confirmation email on XXXX for months, saying a total of {$1500.00} was taken but I no longer can see the complete display of XXXX transactions in my checking account. I can only see about two now. I dont know if they somehow deleted those XXXX XXXX out of my checking account to make me believe only {$500.00} was taken out, I dont want to accuse anybody but its very confusing. Frustrating on my end. one of the recent times I called, I had asked to speak to somebody higher up as I felt that nobody was meeting my needs and complaints and I got put through to a representative that handles escalated calls I asked what exactly his position is, as I told him that each time I had called, I had never raise my voice or spoken any profanity, so I dont understand why I asked to speak to someone higher up and they put me through to someone who deals with angry customers which I was not. they continue to tell me that they will send me an email and inbox message or call me about the status of my fraudulent claim and each time they have never done that. I am just so tired of calling this bank and everytime they tell me that a fraudulent claim was never made.
|
| 05/19/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On Tuesday, XX/XX/XXXX, I discovered a " Pending '' transaction on my checking account with USAA FSB. I advised USAA FSB that this was an erroneous transaction and requested the " hold '' to be removed and the funds released to the " available funds '' category. The representative refused to assist me by telling me that I needed to call the merchant and then call USAA in a conference call. I argued with the representative on the chat and demanded that they remove the " hold '' and release my funds. The representative would not budge and did not offer any other resolution, other than to call USAA and XXXX and have a conference call about the disputed transaction. After being very stressed and upset over this, I called USAA FSB and spoke with a live person. I explained the situation and that I needed these funds released from this " Hold '' because it drained my account to XXXX. I told her about my hardships with the recent virus and was still denied a release of this " hold '' so I could access my funds today. Her resolution was to call the merchant and get them on the line so they could provide her with the hold authorization number. So, I called XXXX and spoke with a representative who provided the USAA representative with an invoice number and said that was the only number she could provide. The USAA representative told the XXXX representative that the information she provided was not the same information on their system. Again, I was denied having the " hold '' released and was told that I would have to wait for the transaction to " post '' and then dispute the transaction. Needless to say I was extremely upset and asked to speak with both, USAA and XXXX 's supervisors. The XXXX rep explained to the USAA rep that they do not have access to any other number and did not even seem to know what a hold authorization number was. At this point I told XXXX to issue me a refund, which she said they did. The XXXX rep hung up while I was waiting for the USAA Supervisor, who identified herself as XXXX of Executive Resolutions. I explained the whole scenario to her, including that I was told by two of USAA reps that I needed to get the merchant on the phone. I complied and still could not get this removed. XXXX then advised me that she could not do anything because it was too late and the erroneous payment was going to post this evening. After arguing with her that I wanted to speak with her Supervisor, she told me that there was no one above her. I did not give up and she eventually but me on a lengthy hold. Only for her to come back and ask for my phone number and that someone would contact me by the end of day today, XX/XX/XXXX. Not having these funds available to me today has caused me great stress, and receiving so much conflicting information about when my funds would be available again, and USAA 's refusal to release my funds has prompted this complaint as well as my intention to severe my 35 year relationship with USAA. I think it is horrendous that a bank can " hold '' my funds hostage even after a dispute of the transaction was relayed and communicated by their customer.
The XXXX Consent Order issued by the Bureau of Consumer Protection on this exact issue, obviously, is not being followed by USAA. They are continuing to violate the EFTA Act and Reg E by continuing to fail to stop pre-authorized electronic fund transactions upon consumer request and proposed no resolution.
|
| 09/19/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Sent card you never applied for
|
|
Web |
Servicemember |
|
my credit score was on the brink of recovery in fact, my XXXX as per ussa credit report, and score was a XXXX, yet they declined me for a traditional credit card, and suggested I apply for a guaranteed credit card, that was insured with a 24 month cd, so I proceeded to apply for both a XXXX, and a XXXX XXXX card on the 24 month cd program with the maturation date 24 proceeding the dates of the applications which was back in XXXX, I was approved pending the fuding of the cds, next thing I know about 3 weeks late irecive notification of the cd with the amounts of XXXX dollars on myXX/XX/XXXX and the additional XXXX dollars on the XXXX, alsog with the cd account number and the maturation dates of 24 months, however my funds where never actually revivreved by ussa, nor did I ever once claim that they had been received, regardless the were and to this day are in place, and the credit cards with the amounts mathching above referred cd, revived in the mail, with institutions to activate the cards medially so I did s they asked, since then I have paid several thousands of dollars, and been charge over 700 in each fees, as well they canceled the card back n XXXX, my credit score even thought I have never one had a late payment went for the XXXX, down to low XXXX, comments of usaa, and there negligence to collect the funds contrartrt to my parewrodk showing the acccout numbers for the cds along with the maternity dates, then they proceed to just hammer down my credit score making impossible to do a XXXX thing, toehr than watch my palaces climb as I pay and pay, to top this nightmare of a situation of, my parent now meanderers of ussaa of 53 years, have just reacieved notice the there son me, XXXX XXXX must be moved out of three home, after I have finally after since 2008 place my career on hold for personal reason, now only into my career about 4 months, and finally getting out of the welfare system, decide to drop my parents as there client unless I am moved out of there home, my home now for the past 8 years, also with my kids, for what reason other than there foul up with these credit cards, and anger for there own mistakes, I have n't a cluee, my credit has been compromised time and time again, by XXXX which ironically is the buarei that usaa reports to, also with injuries exedeeing over 37, with only 3 to my approval and knowledge with my credit no a freeze and lock, and now my score is around a XXXX, it makes me sick, so sick to think that such an outstaying company would do this to my family, after 53 years, an my career, and success finally coming around to give uas the ultimate ofXX/XX/XXXX or its over for us all, not to mentions there error on the cds, they need to take accountability, and shut this ultimate down, as well, apologize and furthermore I believe they need to clear my cdrrdit score back owerhe they were prior to the clobbering me for closing my account with out my consent on these 2 secured mistakenly whiteout collectiong the funds back in XX/XX/XXXX please adviese time is of the escccense, we have only till the XX/XX/XXXXto be on the streets and to think I am finallyafter 7 years coming out of the welfare system, its disgusting and they sould pay of rthe wrongful ill will, bad faith denial of my family benefits and insurance etc, thaks for you time intros matter XXXX XXXX XXXX XXXX XXXX ID XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Utah XXXX XXXX cell XXXX
|
| 01/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I'm resubmitting the complaint I filed in XXXX based on New information. New information was a law suit in XXXX alleging usaa savings bank mishandling accounts. A law suit the defended has lost .... this is word for word a copy of my original complaint. This is what a cfpb member instructed me to do ....
Apparently back in XXXX time frame, someone had obtained my debit card numbers. I never lost my card, never gave it out, or gave out my PIN number. It has been in my possession all the time. It started with a whole bunch of XXXX orders I reported on XX/XX/XXXX, to include some internet online orders-for example XXXX XXXX XXXX I was paying for someones XXXX account, the monthly fee they charge. I have not spent any money online. I dont put my debit card online, and I dont do phone orders either. I just pay in cash. The proof is at the beginning of the month, you will see huge amounts withdrawn from ATMs one day after another. That was my spending my money so I didnt have to use my card. I refused to use it. They have acknowledged on XX/XX/XXXX the first time I called and corrected the fraudulent charges up to that point. They had sent out a new card for me but had failed to close the other card, which allowed them to continue the expenditures month after month after month. I have called back at least once or twice a week, if not daily, about more fraudulent charges on the account after the fact. They seem to have a problem with doing their job, because every time I call the beginning of the conversation is exactly the same thing : Im sorry to hear that. Let me pull up your account. Look, before we go any further it looks like your card was not closed out. Let me do that for you real quick before we continue. They never do. Then they go into the charges on the account, and they try to submit it. Then all of a sudden, they said. I will have to do it manually. I dont know what that means. Manual, whats manual about it?, but they dont do it. Then that its nothing. Nothing gets done. They dont send a report to the Fraud Team . I guess its too much work for them, the incompetent fools. My money has been wiped away at the beginning of every month, and no matter how many times I call you guys act like you dont know what Im talking about. Then as soon as you figure out you have to do it manually-because I keep hearing that word-you guys hang up on me because you dont want to do it. If youd like to argue that, I will send you guys recordings of our conversations because I record calls just like you do for the same purpose of legality. The latest fraud was XX/XX/XXXX in XXXX, but you guys say it was me. At the beginning of XXXX, you guys had actually reported a few charges and said I was in Kentucky. Those charges were still on my account ; I was XXXX miles away. Now I froze my account; according to law you guys are not allowed to deduct any government benefits from a frozen account as of a law passed by the Dept. of Treasury in XXXX. You guys took some {$200.00} out of a frozen for overdraft fees, and Im not the one who over drafted it. It was the guy who stole my numbers and had a duplicate. The duplicate is proven by me being in Kentucky and charges being made in Ohio. You guys left me abandoned, stranded, and XXXX living under an overpass for a week living under that bridge, just trying to get home because I didnt have gas money. I was only XXXX miles away at that point.
|
| 04/08/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I originally applied for a loan modification in XXXX of XXXX, and after 5 months of repeated and I believe intentional delays, which included repeated requests for documentation which had already been submitted. It wasn't until I filed my original complaint with the CFPB that a representative reached out to give a detailed explanation of what was needed. All of which had previously been submitted to my XXXX XXXX. I was declined for a loan modification, and approved for a 12 month repayment plan. At the time my loan XXXX XXXX XXXX informed me that I was declined due to having enough income to meet the repayment plan parameters. ( {$11000.00} per month for 12 months ) At this time XXXX suggested that we do another modification application, and state in the application that I did not have the ability to make a payment higher than my current payment of {$6800.00} which would increase the likelihood of getting approved for a modification.
After once again submitting all of the required documentation ( actually the exact same documents as were submitted during the initial modification application ) on XX/XX/XXXX ( approximately a month and a half later ) I was then denied a standard modification, a affordable modification, as well as a forbearance plan. This denial according to the documents received was due to the excessive obligations in relation to income. ( I dont make enough money ) The only options presented to me at this time was a Short Sale of the home, or a Deed in Lieu to the mortgage company. Neither of which are acceptable. Also at this time my ability to make payments to my account were disabled.
This is where I believe XXXX XXXX has not acted in good faith. As in XXXX I was declined for modification based on too much income and the ability to pay the arrears in a 12 month repayment plan, but in XXXX it was deemed I did not have enough income to even make my normal monthly payment. Which by the way I had started making in XXXX and have made every payment since with the exception of XX/XX/XXXX ( due to my ability to make an online payment being shut off ) It is my belief that USAA and XXXX XXXX never intended to approve a loan modification from day one. It is also evident to me that the repeated requests for documentation ( I sent my P & L 20 times ) during the initial application were in fact a tactic to delay the process until the end of the forbearance so at which time USAA and XXXX could in fact foreclose on my property with the intent to sell at the current market value for a profit.
It is my intention that once this appeal is denied, as I expect it to be to enter into a lawsuit agains both USAA and XXXX mortgage for conspiracy to defraud. it is also my intention to bring this matter to the attention of the Department of Veterans Affairs, The CFPB, and the local and national media.
I am so frustrated and disappointed in what has transpired during this entire process that USAA has left me with few options. For an organization such as USAA that claims to serve and represent veterans, for them to intentionally attempt to take a veterans home, especially during a global pandemic and financial crisis is morally inconceivable to me.
Enclosed is a timeline of the process that I have been thru since applying for the initial loan modification. This includes the repeated requests for the same documents, such as the Profit and Loss statement ( 20 times )
|
| 10/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
Since XX/XX/XXXX, XXXX XXXX as been attempting to provide USAA and then me a credit for XXXX checks they deposited mistakenly. Both checks for {$5000.00} each were deposited by XXXX XXXX when they should have been deposited by XXXX XXXX. Besides the fact that XXXXXXXX XXXX XXXX deposited a check that wasnt theirs and another ( USAA ) authorized the clearing of said check by the wrong company, USAA bank ops has done nothing with these requests. I personally didnt even know that the one received by XXXX on XX/XX/XXXX existed until I finally called XXXX to assist in the resolution of finding out why my mortgage company didnt receive these funds, yet they had cleared my account.
On XX/XX/XXXX, XXXX XXXX attempted to provide USAA with the funds for the XXXX check and nothing was done with that one either. Neither of them had even been tied to my account, member number etc. anything.
I called USAA on XX/XX/XXXX to find out how this all went down and in the span of a 2-hour phone call realized that all the above had happened. The XXXX provided me with the attached Fax documents received by USAA that had not been worked ( I know there is a back office with XXXX access that works all income fax and mail ) to be distributed to the appropriate account ( which is stated on these documents ). This XXXX was extremely helpful and yet still not able to resolve this issue. We did determine that USAA was supposed to contact XXXX XXXX and provide the correct ACH information to provide the credit to USAA for these funds. We ended the call with her stating she had provided this information to the appropriate team, and this should be resolved within XXXX business days. I gave it a total week ( XXXX business days ) before I called back because my funds had yet to be returned.
When I called again on XX/XX/XXXX, I spent another XXXX hours on the line with another XXXX, who I had to tell this entire situation to all over again, she found both documents on both checks and said, well nothing had actually been done by whatever team that should have. So, at about XXXX minutes into the call, she stated that she was going to open a dispute because this is the ONLY way this will get resolved, against XXXX of the checks. That dispute closed XX/XX/2023 stating I had no recourse and needed to deal with XXXX XXXX for this.. Incompetent is the word that comes to mind.
I called back on XXXX XX/XX/XXXX to see if anything had happened with the original dispute and, no nothing had been. At that point this new XXXX with all of the past information opened another dispute ( again another XXXX hours of my life on the phone with someone who couldnt do anything ).
I then called back XXXX XX/XX/XXXX and was at that point moved to XXXX, This XXXX XXXX, took every single note she could, put it on every piece of information for the disputes XXXX it was assigned to and said, it takes 10 days. XXXX hours again.
XX/XX/XXXX I get an email from Disputes stating wait for this as a result of our research funds were not received! I must reach out to XXXX XXXX to get this resolved! ME! The Member! I didn't receive the fax, and I didn't reach out to XXXX XXXX ( because I didn't know any of this has taken place. XXXX XXXX reached out to USAA to have them debit them for the XXXX entries of {$5000.00} each. USAA has not requested these funds back, and has not done anything on my part to return these funds to me.
|
| 03/24/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
I have XXXX credit cards with USAA BANK. Both are {$4000.00} limits and are fairly new. Back at the beginning of XXXX of 2015 I applied for a car loan through USAA. The next day I spoke with them over the phone and they informed me I was approved for 84 months at 8.5 % for a new car with a limit of around {$31000.00}. For over a month or so I was unsure if I wanted to take the loan, I wanted to really make sure I could afford it. As it is such a big purchase it is good to take your time. I decided that I did n't really like any of the new cars so I had the bank close my application. However, my spouses car broke a few days later and I decided to call USAA Bank back and reapply. I was gain approved for {$35000.00} at 9.45 % for 84 months. I started going through all the paperwork online to make sure I had everything completed. I was ready to go, I even called the bank and told them I found a car and that I wanted to make sure I was ok before I went to purchase it. They said just print the blank check and take it to the dealer super easy. So I did, I went down to the dealer bought the car and even turned down the dealers offer of financing. I told them I already had a check from USAA. So a few days later I went online to make sure my loan and the new payment amount showed up on my account. It had not posted yet and I found that concerning so I called. I was told that I needed to hold on and USAA would look into it. After being on hold I was told that I needed to keep holding. I said is everything ok? I did everything I was told, the employee said how many cards do you have with us? I said XXXX and I named some other credit I have. He then left me on hold for another 10 minutes. I was so confused. I was really starting to feel nervous so when he came back I said is it ok? He said that USAA would not let the loan go through and that it had been reviewed and for some reason it had something to do with my personal information. I was floored with shock. USAA was so vague they said that had to review everything and it would take 3 to 5 days. I asked for a supervisor and everyone was treating my like a criminal. No one told me why, or anything. I said why did you give me a blank check if I was not approved? He said he did not know. I called back several times and I was told that my credit cards were closed also for review. AGAIN I have done nothing for them to freeze my accounts or drop my loans for no reason. I had just bought a car and it does n't seem fair to treat someone guilty who is n't. I have a right to know what its going on with my accounts. Was there a mistake on my application? Had there been fraud done to me? Nothing ... ... Humiliated and locked out for no reason at all. I was financed in 10 minutes at the dealer with no problems at all. I think that consumers have a right to know and I do n't think Banks should say you are approved and then after you buy a car you are not. Very Very bad business and they should be reviewed I have seen thousands of complaints and they are supposed to be a group that helps veterans. My dad is a XXXX vet and I ca n't believe this bank is for them. Please help me, I have worked so very very hard on keeping my credit and it is good and getting better and better. I am scared that they might mess with it by closing my credit cards when I have not abused them. I told the dealer and friends and family and they were all shocked that.
|
| 11/21/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I contacted by bank ( USAA ) about depositing a check through my mobile app. The check was for {$32000.00} and it was a total loss claim payment on an aircraft I owned through an XXXX. The check was made out to the XXXX, since the policy was written with the XXXX as the insured. I spoke to a representative on the phone and asked XXXX questions : XXXX. Can I increase my amount allowed through mobile deposit from {$25000.00} to {$32000.00} ( to be able to deposit my check through my mobile app. The bank 's lobby is closed, and the drive-through line takes over an hour to get served )?
XXXX. How do I endorse the check? The check was made out to my XXXX, which I am the Managing Member. The other member of my XXXX would receive half of the claim amount and is currently a member of USAA with a checking account there as well. After I deposit the check, I would send half of the funds to him.
The person on the phone said she could temporarily increase my daily deposit amount through the mobile app to {$32000.00}, but she said there might be a " hold '' on some of the amount. I totally understand how that works and was OK with them placing a " hold '' on some of the funds until the check was cleared. I also verified how the check should be endorsed, since it was made out to my XXXX and not to me. I explained I was the managing member, and I had documents indicating the registration and incorporation of the XXXX through the State of XXXX showing myself as the Managing Member. I endorsed the check as follows : " For Deposit Only, '' ( Printed Name ), Managing Member, ( Signature ). '' She affirmed that was how to endorse the check. I immediately deposited the {$32000.00} and it was shown as a deposit in my checking account with {$7000.00} on " hold. '' That was perfectly fine with me, understanding how deposits and Reg CC works.
On the morning of Saturday, XX/XX/XXXX, I discovered " someone '' reversed the deposited check for {$32000.00} on XX/XX/XXXX with no explanation ( image XXXX )! Also, the {$7000.00} hold was still in effect! They still had a hold on the remaining balance of {$1600.00}! This is my money and not associated with the {$32000.00} deposit... it was the balance BEFORE the check was deposited! I attempted to call and speak to someone on the phone, but the person I spoke to didn't offer any explanation, repeated the obvious status to me over and over, and was frustrating in the conversation since she stated there " was no supervisor '' to speak to or any person to answer my question on why the deposit was reversed or why there was a " hold '' on monies not part of that deposit. This " hold '' has been active for XXXX days now, and I suspect will still be there tomorrow ( Monday ). See images XXXX - XXXX of the uploads.
As I stated earlier, this check was payment for a total loss claim on an aircraft owned by my XXXX with me being the Managing Member and the other member being a member of USAA and having an account there as well. The other member was piloting the aircraft when it was involved in a crash ( hard landing ) with no injuries or loss of life. However, even after all of the XXXX and emotions of dealing with an aircraft mishap and total loss, the treatment by USAA towards XXXX of their long-term, combat XXXX, military members is as best the result of total incompetence, or at worst, deliberate malfeasance and criminal activity.
|
| 12/13/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
I contracted with USAA Federal Savings Bank to refinance my existing 30 year, fixed rate, VA mortgage held by XXXX. USAA provided a competitive rate and agreed to pay the closing costs ( including the VA funding fee ) for the loan. Additionally, I am a long time, loyal USAA member with multiple products including auto insurance, homeowners insurance, life insurance, and primary banking ( deposit accounts ).
The loan closed on XX/XX/XXXX at my home ( XXXX, GA XXXX ) with XXXX ( USAA 's title company ) and XXXX performing the closing. XXXX, Esq. handled the transaction personally.
The loan was set to fund on XX/XX/XXXX and XXXX was to be paid off. As of XX/XX/XXXX, no payment from USAA, XXXX, or any of its associates has posted to XXXX. I have a payment to make to XXXX no later than XX/XX/XXXX at XXXX to keep my mortgage current. USAA expects a payment on their loan XX/XX/XXXX. I have a perfect repayment history on all debt and am now faced with XXXX mortgage payments.
To attempt to resolve this issue ( which for the record was noted by me, not anyone internally at USAA or their affiliates ) I contacted USAA 's servicer XXXX the week of XX/XX/XXXX. The XXXX rep. told me that " it will post, sometimes it just takes awhile '' or something to that effect. I continued to check my XXXX statement daily.
I contacted the mortgage processing team at USAA early the week of XX/XX/XXXX and was informed by USAA that they never released the funds to the closing attorney. Funds were supposedly released to the closing attorney on XX/XX/XXXX and wired to XXXX on XX/XX/XXXX. As of XX/XX/XXXX, nothing has posted to my account. I have personally called XXXX, been in contact with multiple reps from USAA, as well as XXXX and his team and this issue is yet to be resolved. XXXX says they never received payment, XXXX says they sent it, etc.
Regardless, the payment USAA sent is not a full payoff as the payoff from XXXX expired by the time they " sent '' the money. USAA has agreed to pay the per diem interest charge from XXXX for the days between when the payoff expired and when they actually made the payment. They acted like this was a favor to me .... What is unclear is how that money will be paid out - the USAA rep. from their complaint resolution department called the " Office of the CEO '' - XXXX - has been unable to explain this.
Currently, I have XXXX mortgages against my house as a result - XXXX with XXXX, XXXX with USAA ( XXXX servicer ) totaling over {$780000.00}. My escrow balance refund from XXXX ( ~ {$1900.00} ) has been delayed multiple weeks. I have spent countless hours ( actually about 10 total at last count ) running down this issue. I need resolution to this mortgage issue, compensation for my time and trouble, and most importantly, USAA should be disciplined for running such a poor process.
I will make all payments ( e.g. my XX/XX/XXXX payment to XXXX ) required and hope refunds will be credited as I do n't want to adversely affect my credit ratings.
Many USAA members would not catch this on their own and would be left holding the bag for the broken processes and lack of systems and controls employed by this bank. I know the USAA membership - they were my sailors when I was XXXX. USAA prides itself on being a member driven organization, but is leaving incredible risk and exposure to their membership through irresponsible practices and lack of controls.
|
| 11/17/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I have been a USAA member for 25 years and have had the same USAA credit card account for 24 years. I typically carry a balance on my credit card, in fact, over the last 24 years, I have paid nearly {$30000.00} in interest charges and have a tremendously good history of paying my account on time every month. I am sure my internal rating with USAA on this specific account is considered exceptional. I am currently applying for a home loan and have decided to reduce this balance to improve my credit score. Unfortunately, lending practices place far too much emphasis on this irrelevant score and I must comply with this unfortunate practice in order to qualify. I made two payments to my USAA credit card on XX/XX/XXXX for {$3000.00} and {$10000.00} and XX/XX/XXXX for {$2200.00}. All payments were drawn from my XXXX checking account that has been used to pay my USAA payments for the last 10 years. At the time of payment, the checking account had more than {$25000.00} in available funds. USAA 's payment services advised upon payment that it may take up to 3 days for payments to process and clear. All three payments cleared my XXXX account on XX/XX/XXXX. USAA gave me credit for the {$3000.00} payment and the {$2200.00} payment, but decided to place a hold on the {$10000.00} payment for one week. Although they are showing the payment amounts credited, they have not updated my " available credit '' and advise they will not do so until XX/XX/XXXX. This is in direct violation of their credit card terms and conditions, as attached. All three of my payments satisfy their stated payment conditions and should have been credited by XXXX XXXX CST on the day of payment. Instead, they have chosen to subjectively apply the caveat from paragraph 24 that states " We may, but are not required to, accept any payment that in our sole discretion does not meet the above requirements or that we deem to be of a questionable nature '' under the condition that my payments are of a " questionable nature. '' ********* I have been a member of USAA for 25 years. This account has remained in good standing and has been in place with USAA for 24 of those years. I have or have had accounts with USAA for investments, mortgages, auto loans, property insurance, auto insurance, personal property insurance, credit cards, and others. I have literally paid this company hundreds of thousands of dollars in fees and payments over the last 25 years without ever having a late payment. Over the last 10 years, I have drawn the majority of these payments out of my XXXX account and every single one of those payments has cleared on the first attempt. Relative to my credit card, the amount of these payments have not been regular in nature and I have often made payments of several thousands dollars at one time. I have an annual income of over {$300000.00} and well over one million dollars in personal assets. USAA currently insures me for nearly 2 million in property and umbrella insurance. I served my country as a XXXX XXXX for 15 years, hold a very high level security clearance and have absolutely no criminal record. And yet considering all of these facts, USAA wants to classify my payment of {$10000.00} as " questionable in nature. '' This determination by USAA is baseless, has impacted me personally with my current mortgage application and is not compliant to their stated credit card terms and conditions.
|
| 03/15/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
I am an XXXX XXXX Soldier Stationed in XXXX Tx. I bought a home for my family using my VA loan. The house that I decided to purchase had been a XXXX forelcosure home and by bid was accepted by the seller with the conditions that stated I would agree to buy the house for XXXX and the seller would pay 3 % of closing cost. This was stated in my ratified contract signed by all parties involved. I then found my lender, and USAA federal Savings bank was the most competiive bid for my loan. i applied for a loan and was approved for XXXX. I went through all the hoops and loops of giving them the necessary documetns and it took them roughly 50 days to get to closing. Then after delays they finaly said XXXX XXXX I would close and sent me the disclosure documents in advance of my closing.They also drew up the lending disclosure documents as they are responsible for this action under new trid guidleines. They then forwarded this to my title company Texas XXXX XXXX in the XXXX tx. When I arrived at closing on the XXXX of XXXX 2015, I was informed that the lender had given me a credit for {$5000.00} towards taxes that would be applied towards closing cost of my home. The seller contributions of {$5400.00} were taken off ebcause that would give me too much money back at closing. I did recieve XXXX of my earnest money back based on the closing. 4 months later I recieved notice that my taxes were delinquent by 3 months and that I had not paid my taxes for neither the mud, school distric nor XXXX XXXX. I called my lender and they asked me to submit the tax bills. Unbenounced to me the tax liability for a home I had purchased on the XXXX of XXXX of 2015 has been left for me to pay. So I called my lender back after submitting my tax documents the following monday to inquire what became of the delinquent taxes and they told me that the taxes were all paid by USAAA however, I now am in debt to my escrow because they completely wiped clean my escrow and have placed my escrow in a negative escrow balance of XXXX. Which means now USAA federal savings bank will be increasing my monthly payments by {$400.00} every month to make up for the money they have spent. Here is my problem with this transaction - I did not own the home in XXXX XXXX 2015 to XXXX XXXX 2015. Hence I should not be held liable to pay those taxes. The bank claims they gave this money to me at closing as a credit, however due to this very big error they did not allow for seller contributions of {$5400.00} which was agreed upon by the lender to be paid applied to towards seller contribuitions in my closing. This means that I am solely liable for taxes on this for a time that I did not own the home and the seller has been allowed to walk away by not fullfilling their end of the bargain. USAA claims that this is the way business is and that I will not be allowed to recieve seller contributions and that the title company is responsiible. When I spoke with Texas XXXX XXXX Company they told me that they have no liability since USAA was responsible for drawing up the disclosure and closing documents. I am but a XXXX XXXX in the United States XXXX and I can not afford to pay this outrageous amount of taxes since they will be increasing my taxes by {$400.00} can someone please tell me how to resolve this nightmare because I am being unjuslty taxed for something that has been clearly missed by all the professionals.
|
| 11/29/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
This if my fifth complaint regarding inaccurate information being reported by XXXX XXXX XXXX with regards to my VA mortgage loan. This is my fifth complaint with regards of getting my credit report errors resolved as well attached copy of reporting by XXXX XXXX XXXX regarding my VA mortgage loan.
I was in contact with both my personal bank, XXXX XXXX XXXX and XXXX XXXX I am attempting to work with regarding selling my home to a potential buyer. I was in contact with both banks mortgage department, loan office and underwriter. I was told that a forbearance plan works the same for any bank. Unless is it with regards to a disaster, hurricane, in which they would not have to report anything to the credit bureaus. However, I was told by both banks that they still have to report normal mortgage payments to the credit bureaus, even during the forbearance period. They also stated that yes, your current mortgage holder will reflect payments being late, whichever amount of time you are currently late on, to the credit bureaus. However, since this forbearance agreement is not related to a disaster, hurricane, all banks must still report normal mortgage payments being made.
I am now in a situation where I have a potential buyer on hold due to as XXXX XXXX stated after looking at my credit report. XXXX XXXX XXXX must first fix the errors on your credit report, reflecting all payments being made that were made that reflect on the current paper trail I have in procession sent by XXXX XXXX XXXX to me, the consumer.
I am attaching a copy of my credit report from XXXX. It clearly shows that XXXX XXXX is showing late payments reflecting the forbearance loan currently in process. However, they also show a payment of {$960.00}, regularly scheduled payment as shown on the report for XX/XX/XXXX. The payment on the check was for {$960.00} which shows the continued incorrect reporting by XXXX XXXX XXXX. Also noted on report clearly shows payment was received on XX/XX/XXXX, but no amount reported. XXXX XXXX XXXX states it takes 60 days to start reporting payments, once they took the account over in XX/XX/XXXX. Which means XX/XX/XXXX payment should had been posted and reported no later than XX/XX/XXXX. I am also requesting a 'CORRECT ' remaining balance currently on my VA mortgage loan. All three credit bureaus show 3 different balances. This makes selling my home impossible until XXXX XXXX XXXX fixes the errors on my credit report.
Lastly, on this fifth complaint, I am requesting that my FICO score gets reinstated.
I was told by both XXXX XXXX XXXX and XXXX XXXX mortgage department that there is no reason your current VA loan mortgage holder should had not already fixed the errors and corrected the necessary payments that should had already been reported. Until it is fixed on my credit report, they can not properly match the paper trail that is being left by XXXX XXXX XXXX. A paper trail that clearly shows payments that are being made on my VA mortgage loan.
Payment history should reflect XX/XX/XXXX and XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX as being paid. I have copies of those cashed checks by my personal bank. The months that should show reported past due are as follows : XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I have already paid on my forbearance plan long enough that it should show XX/XX/XXXX now paid in full.
|
| 03/06/2019 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
In XX/XX/XXXX my ex spouse XXXX XXXX took out a XXXX personal loan online electronically through USAA federal Savings bank and added me as a co borrower listing my address as his. Loan number : XXXX We were going through a nasty divorce in XXXX and he stopped paying in this loan after per USAA he had been paying on it for the previous 4 years. Since I was listed as the co borrower, USAA started contacting me. I questioned USAa because I had no knowledge of this loan, nor did I ever see this amount of money. At the time I had spoken to a female rep in XX/XX/XXXX named XXXX who stated that they send emails out to co borrowers letting them know that theyve been listed as co borrowers but before the loan is processed, the co borrower has to acknowledge the email in which per XXXX I never did. She also advised that the funds were directly deposited into mandells personal checking account and the funds were spent. She advised that I submit a claim to the USAa XXXX Fraud Investigations department but I must provide a picture Id, police report number, Fraud information and information regarding the identity of the person who obtained this info.
I sent the information overnight and received a comfirmatuon that info was received. However, I never received anything from usaa. No phone, call, email, letter in the mail.
I followed up a week later and was told by another Rep in Executive resolutions, that I would have to get something by a judge stating that it is not mine because, he can see where info was received but no response from the investigation team, which indicated that they find no fraud. I stated that I had to pay it because of my secret clearance but in no way was I stating that I received the funds and I wanted it on the record that I was only paying so it wouldnt hinder my job since I have XXXX children to provide for. The executive resolutions team rep stated that once I get something from a judge stating that it isnt mine. I would get all of the money back that Ive paid.
Again, no response. I called every day for two months with no notes or anything just a guarantee that I would be called.
I contacted the FTC in XX/XX/XXXX as well and submitted the identity theft complaint. This was also sent to usaa but still not response.
Usaa sent me late notices but the notices were being sent to my moms address in Virginia ... keep in mind Im a member of USAA and have policies, so Im not sure where that address was obtained and why nothing was sent to my actual address.
I contacted the credit bureaus who removed the info from my credit report but usaa continued to send me late notices.
A circuit judge heard the details of this loan in XXXX and deemed the account in question as not mine and that my ex husband obtained it without my consent and or knowledge and it is his sole responsibility.
I sent a second letter to USAA along with the notice to furnishes of information letter. Along with a second letter that was created by FTC. However, I finally received a letter from usaa denying my request.
I followed up and called them again in XX/XX/XXXX and spoke with XXXX in Executive resolutions who stated that she couldnt provide me any information but noticed that no one had ever contacted me. She then sent a request for the fraud unit Manager, XXXX XXXX to call me back.
However, as if today XX/XX/XXXX I have not received a call.
|
| 02/19/2017 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
|
|
Someone stole XXXX from my account from usaa. I was told a provisional credit would be provided this was at multiple places according to usaa it was all me and the provisional credit never hit my count as their company promises about fraud cases. Apparently they got all their video footage within less than 24hrs and closed it out. I asked the man at the location one rep provided me and I asked for the manager if usaa contacted them on XX/XX/XXXX about video footage he said no nothing yet usaa XXXX said they did yet they have n't sent me anything proof that they claimed no video or photos. The ip address that they claimed they had never given it either. They also claimed no pin struggle and they answered security questions which was a lie they did change the pins I recovered my old email and it shows there being locked out and changing pins but usaa says that 's a lie. I was out of town and I 'm getting hotel records when usaa refuses to accept or hear it XXXX is so unprofessional it took them 9 days to finally contact after still not giving provisional credit nor communication. Apparently on their complaints alot of people claim fraud and usaa blames everyone so that they 'll never give them money or the time of day. I recieved a call and voice-mail from usaa on XX/XX/XXXX which I returned and they said no they never called I was lying but yet I have a voice-mail? And a call from XXXX which is in the pictures. I was locked out multiple times and usaa did n't do anything but give the run around but apparently no weird action being locked out 4 times right. I called Friday they closed out my account within the 24hrs because I never called them back when I clearly did! I got different answers and apparently I increased my limits through a bubble chat when there was no verification or call nothing in my 3 years I 've always always called never that chat bubble there was multiple ones even asking if the card worked for milk? But that 's not suspicious and even with a police report they still wo n't give the funds back what? They 're horrible and said let the police take care of it maybe they 'll have your funds so what 's a bank for and alisia refuses to provide proof she refuses. One rep even said there 's no way they got video footage within less than 24hrs nor have they investigated and the other reps have been trying to get ahold of XXXX but nothing til 10 days later. She was unprofessional and did n't even asked for proof from me just flat out accused. I would n't be making a big deal. It 's XXXX that they refuse to give me what 's a bank for they 're supposed to investigate keep their promises. There 's no proof my phone has everything my id 's were b in there I can send her my paper id she refuses to hear it. Usaa does n't protect their people look at the threads where they accuse everyone and refuse to give them their money back even when they 're on the other side of the world especially XXXX but they said they caught them on camera in Iowa but they were in XXXX. Come one people they have XXXX and higher ups to prove the XXXX did n't fly from a country to another overnight. XX/XX/2017 XX/XX/2017 And now they shut down my account and no longer want a relationship with me!!!! I had no idea and my income tax is supposed to be deposited there. They shut it down because they knew they were in the wrong especially not providing proof!
|
| 02/01/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I am a XXXX veteran and I applied for a VA refinance loan with USAA XXXX on XX/XX/XXXX. I was told due to the pandemic it would take about 90 days to close and I wouldn't need to provide anything to the bank except proof of home owners insurance.
Due to the refinance and the request of the lender to provide insurance, I decided to get different quotes to compare the cost, coverage and service. I called around and got quotes from multiple carriers including usaa 's insurance department. I had not made a decision on which policy I was going to take for the new loan or if I even really wanted to do the loan because I was not sure if it was the best financial decision for my family and at this point in time USAA did not provide me with documents with actual numbers ; according to the loan officer they had to wait until 3 days prior to the XX/XX/XXXX tentative date to provide me documents in writing to see what was being included in the loan.
To my surprise on XX/XX/XXXX USAA went ahead and paid {$2500.00} USAAs ' homeowners policy which was only suppose to be a quote from my escrow account leaving it in a negative balance in excess of XXXX XXXX dollars.
I immediately alerted the bank whom is also the loan servicer and XXXXUSAA said there was an error they paid and funded the new escrow account for the possible new loan insurance from my current loan account and agreed to refund the money.
I reached out to them again for the XXXX or XXXX time on XX/XX/XXXX for the status of the refund to ensure my escrow account would have sufficient funds for future insurance and tax payments. I was again greeted with another shocker. USSA issued another check to themself from the negative account making to more negative and the first check that was issued to them # XXXX on XX/XX/XXXX was cashed by the bank USAA. USAA another check to themself from the negative account in the amount of {$2500.00}. This payment was made to themselves before they paid my currently owed taxes.
My escrow account is still incorrect and there seems to be no remedy to this issue at the bank level, bank insurance level or with the bank servicer. Now the bank is punishing me because I decided that the refinance was not a good fit for me, however since I expressed my concern with the insurance policy being issued without my permission and I change my mind about the loan my access to my loan online has been revoked.
Im more concerned because this is the second year in which the bank has performed non approved transactions on my escrow account. Even with specific instruction from me not to fund insurance transactions from USAA insurance to the servicer ( XXXX/USAA ) the bank seems to process and take funding from my escrow.
I have no resolution in sight if I continue without reporting this activity. Apparently many other veterans are being taken advantage of by this according to the company 's representatives in customer service at XXXX. They have expressed this to me and I am concerned that I am being victimized by this bank. I believe my mortgage loan was also a high cost and I was taken advantage of by this lender so there is an incentive for them to have me refinance to cover up whatever they may have done when my loan was originally completed. PLEASE PLEASE PLEASE look into this. USAA may be misappropriating millions from veterans, XXXX XXXX, and all their family.
|
| 12/10/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
To Whom It May Concern : The purpose of this letter is to inform you of my grievance with USAA Bank and to have this be settled in a proper timeframe. In XX/XX/XXXX, I received a letter from the VA stating that as a service connected veteran at the time that I took out my mortgage with USAA on XX/XX/XXXX, I did not need to pay the VA home loan funding fee, and therefore I was having that funding fee be returned to me. I contacted the VA and spoke with XXXX XXXX, and informed him that not only did I have to pay that funding fee, but since I did not have that unexpected {$3400.00}, I had to not only take out an additional loan to roll that amount into my mortgage, but I also had to accept a higher APR in order to do that. I very specifically remember originally qualifying for a 3.25 % APR, but because I did not have that extra {$3400.00} for the funding fee, I was told that I could roll that amount into my mortgage as an extra loan, but in order to do this, I would have to increase my APR to 3.75 %. Due to life circumstances at that time I very distinctly remember having to increase my APR from 3.25 % to 3.75 % due to not having that additional {$3400.00}.
I am very grateful that the VA after six and a half years realized that their service connected veteran paid a funding fee that she was not supposed to pay and refunded me directly, but I am quite outraged by USAAs handling of this situation since I brought this to their attention. I first contacted USAA around XX/XX/XXXX and tried explaining my situation to them. To me, this is not only about a {$3400.00} refund. My time value of money has been greatly compromised, and as a service connected veteran I was defrauded by a USAA bank representative. If I wasnt entrapped by that USAA representative to have to pay that {$3400.00} funding fee, my mortgage loan would have been {$160000.00} at 3.25 % APR, which would have been a monthly mortgage payment of {$690.00}, and my loan amount today would be {$130000.00}. But as it is, my loan amount was {$160000.00} at 3.75 % APR which has been a {$750.00} monthly payment and currently has a balance of {$140000.00}.
Through my conversations with USAA, I have spoken with XXXX XXXX, who back on XX/XX/XXXX told me that USAA would only pay me {$860.00}, representative of the interest that I paid on that {$3400.00} funding fee, which they have now acknowledged that they did receive notification from the VA on XX/XX/XXXX that I did not need to pay, when again, my closing date was XX/XX/XXXX, and I was not notified of this until the VA letter XX/XX/XXXX. This settlement amount does not represent my time value of money, and does not account for the fact that my loan amount should have only been {$160000.00} and not {$160000.00}, thereby making my monthly payment {$740.00}, even if you do not count the discrepancy in my APR. In my last email communication with XXXX XXXX on XX/XX/XXXX, I discussed that even if USAA does not endorse my claim that one of their employees defrauded me of that lower APR, the {$15.00} monthly overpayment for a loan that should have never included that {$3400.00} funding fee should also be considered in their settlement. I have yet to receive any reply.
I hope that you take the time to consider my grievance, and you also consider my time value of money in all of this and I am reimbursed accordingly.
Warm regards,
|
| 11/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
On Friday XX/XX/XXXX, I received a text from USAA text number XXXX stating that there was possible suspicious activity with my account. I didn't act on the text and went back to what I was doing. Then 10 minutes later I received a call from USAA number XXXX and the person on the other end stated that someone was trying to use my card at 2 different locations. I asked the person how is that happening. At that time I had no funds in my account and it seemed not right because my card was in my possession. He stated that he was sending me a code to my phone to verify my info and I asked him why he was not answering my questions. I received the text to the USAA number XXXX with the code but I did not give him any numbers. I told him I would monitor my accounts myself and ended the call. I opened the USAA app and hit change password just in case. I changed my password and closed the app. On Saturday morning, I checked my account for unusual activity and saw none. I checked it again on Sunday and saw no unusual activity.
On Monday XX/XX/XXXX XXXX XXXX I had a deposit of my XXXX payment to my USAA account. I logged into the app and transferred {$3000.00} to my linked XXXX XXXX XXXX XXXX account to pay some of my bills. The transferred had reflected as going through. I had a balance left was {$780.00}. I logged off the app once I was done. I tried logging back in to check to see when my insurance payment was due and got a message that I was locked out of my account. I called USAA and told them something was going on with my account. They told me that I was locked out because there was several transactions done that looked suspicious and someone had breached my account and locked me out. The USAA representative 's tone was very abrasive and she didn't seem like she wanted to help me because she just keep saying it was my fault that they got access to my account. She also said they believe that they got my XXXX XXXX account number as well. I then told her I wanted to speak with a supervisor and she said it would take 3-4 business days I told her that's fine. I then called XXXX XXXX right after and the next morning to report to them that there had been a breach on my USAA account and I would like a fraud alert added to my account there. On Wednesday XX/XX/XXXX, the supervisor from USAA called me to review the transactions and speak with me about what happened. She went through the transactions and stated she sent it to their investigation department for review. This process I was told would take 3-5 business days. On Friday I called USAA to get a status update on the process and I was told they decided not to give me my funds back and my account was in the negative - {$110.00}. They also sent a letter to XXXX XXXX without my knowledge requesting the {$3000.00} be sent back to them which put my account in a negative status- {$2000.00} ( currently ). I now have no funds and no way to pay the rest of my bills. USAA was not trying to settle my claim. When I asked why they have not taking extra measures to ensures these people do not use their tools to fraud people and get their account information. They just stated they tell their customers to watch out for any fraud. That's not good enough! They advertise that they do 24/7 monitoring on accounts but it is my belief that it is not true. This has caused me some real financial distress.
|
| 06/26/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Can you please forward this to the appropriate party. My USAA number is XXXX and my most recent XXXX statement Account ending in XXXX shows a MUCH MUCH higher balance than last months statement. The difference is way more than the total sum of all new charges, especially when you take payments made into account. I have repeatedly requested documentation on this account as well opened several billing disputes on this as well as my platinum visa card. However, despite the obvious violation of consumer protection laws including those found in regulation Z all the accounts were frozen and closed prior to settling the billing disputes. All requests for documentation has been ignored as well as all requests for a detailed explanation for these actions. I am requesting once more all related documentation, a clear in depth detailed explanation for USAAs actions, USAA to remove the negative information it has placed on my credit reports as a result, and to update said information noting the accounts are under dispute. I also ask for the last 6 credit card statements be mailed to me as I am no longer able to view or pay them online. I would also like clarification as to why USAA states on its website the following : 3 XXXX liability policy : You are not liable for unauthorized use that is reported to us. Unauthorized use means the use of a credit card by someone other than you who does not have actual, implied or apparent authority for such use and from which you or any member of your family does not receive a direct or indirect benefit. We will follow the requirements of the federal Truth in Lending Act and Nevada law to determine if a charge is unauthorized. As I am being held accountable for purchases I notified USAA where not authorized, I have no actual evidence, proof or actionable method of knowing who the actual assailant was using my card without authorization. I merely have an educated guess narrowing down the possible culprit down to 3 parties. However, there is no evidence and I my guess could very well be completely wrong. Last I checked the burden of proof rested with the bank. Furthermore, at most by law USAA has 90 days to settle all billing disputes. This is over 12 months old, and therefore no longer able to be reversed regardless of any new evidence, theory, thought or concerns may have arisen. I say all this believing the discrepancy in my account balance is due to a reversal of fraudulent charges credited to me last year. Yet I have not received anything in writing to that affect or notifying me the charges were reversed. I have not received any documentation, clarification or statements to explain the massive discrepancy in the balance. Nor have I received any detailed explanation or legally justified reason for the closing of all my USAA accounts without warning. This includes my Checking account which my social security check is direct deposited into and I Have been unable to access now for two months. I demand USAA begins to actually abide by the law, reverse all negative actions and information reported, re-instate my online access and my accounts immediately. Furthermore, I request compensation for the hardships, fees, penalties and time dealing with USAAs refusal to even communicate or return phone calls has cost me. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX
|
| 11/30/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XXXX XXXX, 2017 I had a interview conducted via XXXX XXXX for a XXXX XXXX XXXX position at XXXX XXXX After the 4hr interview was conducted I filled out the contract and agreement. Once that was complete a check from XXXX was sent to me via email. I used direct deposit to place this into my account. The individual stated that this money is to purchase equipment and software for the job. The individual stated I would need to send XXXX XXXX to their outside vendor who then would send me the software. After this was sent and received we tried to send another amount which was declined. The following day the individual had me take cash out of my bank and make a deposit into a XXXX XXXX account. After this transaction was done I contacted XXXX to find out if I was a employee and if the the individual who went by the name of XXXX XXXX was actually a HR employee. I contacted my bank which is USAA and let them know that fraudulent activity might be going on. They documented it and shortly after XXXX followed up and said no to both me being a employee and XXXX XXXX not being a employee. I proceeded then to file a police report with XXXX XXXX Police department in Florida. After the Police report was conducted I contacted my bank and told them I filed this report. My bank said a investigation would be launched and they would contact me back for further information. Three days went by and I received no call back from my bank. I then called my bank to ask if a supervisor/manger could call me about this. I never received a call from them even though they said 24hrs. I received a call 48hrs later stating my accounts would be locked. I was shocked since I was told by multiple employees that my account would not be locked since it fraudulent activity was going on and a investigation was open. Mind you I also have insurance through USAA, when I was locked out of my account I was actually locked completely out of my bank. I could not ; look up bank statements, access any information, insurance documents, nothing. I was being treated like a criminal and not a victim ... .. After multiple attempts to contact them and talking to numerous people finally 13 days or so later they said from their findings they would not be covering this under their policy. I asked why, they said because you authorized this and no accounts where actually taking over. I asked if they contacted PNC, to figure out if that account was actually highjacked or if that was actually the person who committed fraud. If so then under their policy i should be covered. I followed up with did you contact the XXXX XXXX Police department for any information they gathered in this case. Response no we did not ... .. How is this a proper investigation? USAA never contacted me for any additional information, they never contacted XXXX where the original check came from and never even contacted the Police station .... Lastly I asked them what is the amount I am trying to get covered .... They had no clue on the correct amount ... .. I said I would like another investigation opened up because I feel you have not done your due diligence in launching a proper investigation. They followed up with contact your local authorities and have them contact our " other department '' USAA fraud employees do not even know " who '' these people are or know how to contact these other employees.
|
| 11/06/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
Yesterday, I tried to use my ATM card but the ATM told me my card was restricted and it refused to provide me with any cash. I then called my bank to figure out what was going on. I spoke with a representative who told me a fraud alert was posted to my account and I needed to speak with the security department. At no time prior to this phone call did my bank alert me to any possible fraud or that it was taking action in response to what it viewed to be possible fraudulent activity. I then spoke with the security department and verified for it that all recent charges were authorized by me and done by me. I was then assured that my card was cleared and I would be able to use it immediately.
I then went back to the ATM and attempted to use my card again. The ATM again told me that my card was restricted and it refused to perform any transactions with it. I then called my bank again and asked why, after I had just called and been assured that my card was fine and would work, my card was still not working. The first person I spoke with told me that the " back room '' was reviewing my account and I would be unable to use my card or access the account to which it was linked for the next two business days. She told me that she could not provide me with any information about what was being looked at, who directed this review, and why I was never informed of it prior to it occurring. I then requested to speak with someone in the department responsible for the review and she told me that was impossible and I needed to wait for them to contact me. Finding her responses unacceptable, I requested to speak with a supervisor.
XXXX next spoke with me and represented herself as a supervisor. I explained what had happened and requested that whatever actions were being taken in my account be immediately discontinued and that I be provided access to my money. She repeated the same assertions as the prior representative and told me that there was nothing that I could do and she refused to give me any information about why this was happening or how I could get more information or get the process to stop. When I told her that the ATM card and the account to which it is linked is my only source of cash and waiting two business days means that I would be without cash for the entire weekend, her uncaring and inconsiderate response was that I could use XXXX of my credit cards over the weekend. Despite my informing her that I had no desire to use a credit card and incur finance charges for things that I would normally pay for with cash, she refused to do anything further and told me that I agreed to have this type of thing done when I signed my account " agreement '' when I opened my account. I assured her that I did no such thing and she could not or would not tell me what I agreed to despite repeated requests to cite to me what she believed I agreed to when I opened my account.
As of today, I still have had no one from the bank contact me about what it is currently doing, have had no follow-up to my calls from the bank, and am as in the dark now as I was yesterday as to what is being done with my card and my account. The bank has unilaterally taken this action without my consent or authorization and has now refused to provide me with any information about what it is doing despite my repeated objections and protests to its actions.
|
| 05/29/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
From the beginning of my loan USAA/XXXX has incorrectly notified me I was late in paying my load. I have not submitted any late payments. All regular payments were made through USAA using the autopay service they provide. USAA/XXXX for reason unbeknownst to me have been applying payment incorrectly at various times throughout the history of this load. I have made numerous calls to USAA/XXXX representatives/agents during the period from XX/XX/XXXX to present. These calls have yielded promises to correct the current/previous problems of mis-applied funds and actions to prevent the issue in the future, however the problem persists.
All payments for this loan were due on the first of the month and allowed a 15 day grace period beginning XX/XX/XXXX. Payments were bi-monthly from XX/XX/XXXX XX/XX/XXXX. All of the first payments of the two part bi-monthly payments arrived on the XXXX, +/- 1 day each month prior to the month a payment was due. All of the second payments of the two part bi-monthly payments, and all full monthly payments arrived on the XXXX +/- 1 day of each month. As the attached spreadsheet will depict, the only relevant exception to my full and on time payments was in XX/XX/XXXX when the mortgage rate increased and I wasnt aware/able to verify the increase until XX/XX/XXXX. The auto payments for XX/XX/XXXX and XX/XX/XXXX of {$1400.00} versus the {$2000.00} due was sent in good faith. Once the new mortgage rate was identified, a check was sent and received on XX/XX/XXXX in order to satisfy the shortages for XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX my mortgage rate went down. I didn't realize and/or adjust payments until XX/XX/XXXX. This resulted in an over payment of {$130.00} for XX/XX/XXXX. In XX/XX/XXXX my mortgage rate increased. I didn't realize it until XX/XX/XXXX. Once I realized the the payment increase and independently verify what USAA/XXXX was telling me, I sent a check to make up the shortage. Due to a miscalculation on my part I sent {$350.00} more than what was needed to make up the balance of the autopay payments. The total overpaid on this account is {$490.00}.
It is only because of the huge number of notices I received sometime as many as three in one month plus the billing statement, all of which often reported different amounts due, I became desensitized to their mailings. I knew I had autopay setup and therefor my account was up to date.
During one conversation with a USAA/XXXX supervisor named XXXX ( sp ) I was told the first payment on the account was applied to the principle of the loan and with my permission she would reapply those funds and conduct a full audit of my account. I gave my permission not knowing this would increase the amount paid in interest over the life of the loan. XXXX did reapply the first payment but that nor the audit did not resolve the problem.
Attached are copies of : Relevant pages ( excerpts ) copied from my bank statements during the period of XX/XX/XXXX through XX/XX/XXXX A spreadsheet identifying : o The payment date for each payment sent o The month payments should have been applied to o A payment date cross reference column to actual entries on the banking statement excerpts A copy of the letter sent to Mr. XXXX XXXX CEO USAA Savings Bank ( loan granter ) A copy of the letter sent to Mr. XXXX XXXX CEO XXXX XXXX XXXX, D/B/A XXXX XXXX
|
| 03/24/2022 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
In XX/XX/XXXX I was rear-ended and my vehicle was damaged beyond repair. The responsible party was insured by USAA. USAA forced me drive a totaled vehicle around for over a month before finally agreeing to a rental and deeming my XXXX XXXX Colorado a total loss. My loan was satisfied and I was issued a check only after I surrendered the title. USAA was provided a lien release by XXXX XXXX. The harassment began with an email stating that I needed to surrender the title or face penalties. They were never given permission to contact me on my work email to collect a debt. I never owed them money. The second harassing notice dated XX/XX/XXXX states that if they don't receive a notarized lien release, I will be responsible for accrued interest and storage fees to XXXX XXXX XXXX and USAA. I contacted XXXX XXXX, they confirmed the loan was satisfied and that USAA was issued the lien release in XXXX and that they will receive another copy within XXXX business days. I provided XXXX with the contact information on the letter. The call reference number is XXXX. I then contacted XXXX XXXX at XXXX ( XXXX Title Procurement ) to advise that they should have a second copy of the release within 7/10 business days and offered the reference number and contact information ( this information was declined ). I inquired about the accrued interest and storage fees threatened in the letter and she stated there are none but that if they don't have the lien in 7-10 days that I will get another letter. The letter will be a final notice. I asked for a balance for accrued interest and storage fees as the letter does not list a balance due. It also does not state it is an attempt to collect a debt but the threat of monetary damages if I don't produce a lien release. I am not the lienholder therefore making it impossible for me to issue said release. The offer of no fees in exchange for the letter is a blatant Quid Pro Quo situation. I again asked why I am responsible for the accrued interest and storage fees as I released the vehicle and original title in XX/XX/XXXX. She stated that there were no storage fees as the loan was satisfied and the vehicle and the title were surrendered. I then inquired again about the threat of accrued interest and storage fees threatened in the letter. I feel they are being deceitful in their threat because the representative concurred there is no interest of storage fees incurred and the note was paid in full and the title surrendered. So how can USAA and their affiliate, XXXX XXXX XXXX imply and threaten non-existent fees in order to attempt to intimidate me for something I am not responsible for, can not under any circumstance produce, and admittedly by their own representative do not exist. I inquired again if they intended to pursue me for storage fees, how much and how did they arrive at the amount? She again stated that there are no storage fees or interest accrued. I again stated the written notice, sent certified mail # XXXX implies accruing interest and impending storage cost. She confirmed no balance, I questioned the legality of the letter and she concurred it is misleading to intimidate and threaten when in fact, there is no balance due. Not to mention the letter is also addressed to my daughter who was not a party to the loan, the settlement or title. She was simply listed as XXXX on the title.
|
| 03/09/2023 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I have been a customer of USAA since XXXX. All of my mortgages ( XXXX ) have been through USAA. As a result of COVID, I lost my job and took advantage of a loan deferral program to help us tread water during XXXX - XXXX. USAA was absolutely fantastic in their support approving a loan modification last year. Approximately 1- 2 months after the modification and after I had resumed my monthly payments in accordance with the new agreement, USAA sold my loan to XXXX XXXX XXXX XXXX XXXX XXXX XXXX At that time, I was directed to cease making monthly payments while a new loan modification agreement was completed. XXXX XXXX confirmed that they had my existing XXXX on file but would not honor it. Although the representatives I have been interacted with for XXXX XXXX have been pleasant and well-intentioned in their desire to help me through this process, the process itself has been incredibly stressful, extended, and in my opinion, wholly unnecessary. As of today, it continues and the application process requires another restart.
In XX/XX/XXXX, I received a letter stating that all of my documents had been received and that my file would be going into underwriting for final review and approval. Last week, I received a call that when I later returned, I was told I was missing some documentation but the representative had to investigate to determine what was actually missing. After a few days where I had not heard anything, I called and spoke with a representative who stated that our process would need to begin again because our loan was being forwarded to the foreclosure process. She encouraged me to immediately restart the process and shared with me some critical insight that illuminated the difficulty we had been experiencing with having to repeatedly submit the same documents to their modification email address. She stated that if clients were sending documents to that address as directed, XXXX XXXX " may or may not '' get it. She guided me towards another email address, " researchincoming '', as the better address that would be more reliable. She stated that she always directs her clients away from the modification email address. I restarted the process this week, XX/XX/XXXX, using the new address and resubmitted all previous docs that I understood had been previously received. I also submitted additional info indicating a new role I was starting and the income impact it would have for their consideration. I received a document error notice this morning requesting multiple adjustments and resubmissions of documents. There appears to be no way for XXXX XXXX to connect previous efforts to current situation and the stress of it is unbearable. Again, the reps have been very pleasant. I continue to believe that this process is unnecessary given that I was operating under an approved loan modification agreement.
Part of the appeal our current home has to us is that it allows us to be primary care providers to our our aging parents as the need arises. I have already assumed care responsibility for my Mother who was diagnosed with XXXX XXXX in XXXX and is living in the home with us currently. Being her care provider is significant stress on its own merit and I would like to quickly remove as much stress as possible so we can focus on this important matter concerning her.
Thank you kindly for your support to resolve.
|
| 07/03/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Georgia XXXX XXXXXXXXXXXX XXXX XX/XX/XXXX In re : USAA Correspondence Enclosed USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, Texas XXXX I am addressing the [ XXXX ] attached letters from USAA. By way of background, please find the following : 1. Account ending XXXX : XXXX XXXX XXXX XXXX XXXX Interest rate is 20.65 % This account was closed by USAA without notice and without providing any justification for doing so. I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late prior to USAA closing it. In closing this account, USAA caused damage to my credit ; further, USAA used this false claim to raise my interest rate to 20.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. 2. Account ending XXXX : XXXX USAA XXXX XXXX Interest rate is 20.65 % This account was closed by USAA without notice and without providing any justification for doing so. I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late prior to USAA closing it. In closing this account, USAA caused damage to my credit ; further, USAA used this false claim to raise my interest rate to 20.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. 3. Account ending XXXX : XXXX USAA XXXX XXXX Interest rate is 24.65 % I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late. In closing the associated accounts, USAA caused damage to my credit and used their false narrative to raise my interest rate to 24.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. XXXX. Account ending XXXX now XXXX : USAA XXXX XXXX Interest rate is 18.65 % I have asked, numerous times, for an explanation, have been promised an explanation but to date my request has fallen on deaf ears. Regardless of your attached narrative, I still contend this account was never late. In closing the associated accounts, USAA caused damage to my credit and used their false narrative to raise my interest rate to 18.65 %. Finally, USAA has failed to provide me any supporting documentation demonstrating I have ever been late. I contend I have never been late. According to the USAA Website, my instant FICO Score is XXXX. Please provide me the explanation promised, conduct a proper investigation as to each of the assertions listed and provide me the supporting documentation USAA is obligated to produce. Failing this, remove the deleterious annotations from my accounts and notify each of the credit bureaus. Sincerely, /s/XXXX XXXX
|
| 08/07/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
In or around XX/XX/XXXX, I noticed that I had fraudulent charges on my bank account from clothing stores and various other places and there was even a charge for a plane ticket to the US from XXXX with my Debit card. Also around that time, I had fraudulent charges on my other account as well including my credit card. I spoke with USAA bank about these issues and they refused to refund or credit my account until they did an " investigation '' into these issues. Meanwhile, our accounts were emptied out and we had absolutely no money at all. We called USAA about XXXX more times and they refused to budge because they did n't give money before the investigation was complete or at least that is the answer we kept receiving. To prevent the loss of more money, we switched banks and moved to XXXX which is now XXXX XXXX ... and until this day we have not gotten any of our money back from USAA and now they are saying that we owe them {$2200.00}. I have disputed this on XX/XX/XXXX and they have refused to take this off my credit report as of today XX/XX/XXXX which is when I received the results, so this is my next step. They insist that this is my wrongdoing and refuse to accept that they are the ones that have made the mistake. They have wrongfully denied my family and I the protection from fraud by unknown individuals, plain and simple. I have worked hard to try and building my credit and I refuse to let USAA tarnish my credit by saying that I left them high and dry. They say that they are military friendly bank, but they left my military family without food to eat. I do n't even care if I get the money that was taken from me from these fraudulent purchases back because honestly I do n't even remember how much it totaled because it was 6 years ago but all I want is it to be removed from my credit report so I can move on with my life. It is the least they can do for what they have done. I do n't want to make this personal, but its just so hard to get to that place when a company who prides themselves with their commercials of supporting military families, yet stomps them into the ground for nothing because of someone else 's wrongdoing. In my eyes, that 's unacceptable. Hopefully we can get this resolved. I have not received any notice from them about any charges or money owed at all. They have not once sent me a letter stating I owe them money, I have not received a phone call stating I owe them money. I also have not received anything from them stating anything about settling the debt, so that would go to show that they are not really trying to really work anything with me simply because they know they are in the wrong.They went directly to collections and went directly to tainting my credit. I would n't have known about this if it was n't for the fact that my husband is trying to take out a student loan and wanted me to cosign and the only thing stopping me is this USAA charge on my credit report. I know they know my mailing address because I still receiving mail from them at my current address because we never were able to close out our accounts with them completely because of the issue with the fraud dispute which is why we still to this day have not officially closed out the checking account. I just want to settle this once and for all so if you could please assist me I would greatly appreciate it.
|
| 05/26/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Servicemember |
|
I have/had a number of financial accounts with USAA, to include a car loan, personal loan, and ( NJ ) auto insurance. I paid off my car loan with USAA on XX/XX/XXXX. I never received my Kansas title post my loan payoff, which I assumed was related to the global pandemic.
On XX/XX/XXXX, I filed a claim with USAA, after an at-fault car accident. The car was later determined to be a total loss, and I was due a payment {$4100.00}. However, this payment could not be issued, according to USAA, without the car title, which I had never received. I had never received this title, as this point, because USAA erred and never submitted the lien release, once I paid my car loan off XX/XX/XXXX, to Kansas DMV. Thus, Kansas never issued me the paper title, and USAA did nothing to help or rectify this situation until I discovered the error myself, after much time wasted and a considerable amount of personal anguish, I was finally able to get the lien release to Kansas DMV, then I waited over two weeks to get the title back from Kansas, and nearly another week to get the paperwork sent to the USAA title company, and finally issued a paper check from USAA to deposit in my bank account. Again, this settlement was over {$4000.00} and because of USAA 's repeated and compounded errors, I did not receive it till over two months during a time of great personal turmoil.
Because of the car accident, and loss of my vehicle, I did not drive or require insurance from USAA, as of XX/XX/XXXX. Despite repeated efforts to cancel the policy, USAA has continued to automatically draft monthly insurance payments, from my seriously depleted checking account funds ( see above re late settlement check due to USAA error ) for a policy that USAA knows, or should know, is no longer needed and not being utilized. USAA not only did not refund any portion of my XXXX auto insurance payment, they have continued to deduct unauthorized payments from my checking account : {$280.00} on XX/XX/XXXX, {$120.00} on XX/XX/XXXX, and {$120.00} on XX/XX/XXXX, all XXXX. Despite repeated calls and requests to USAA to cancel the policy, and refund the unauthorized electronic drafts, USAA has refused to do so.
During this same time period, in XXXX thus far, USAA has placed me in collections for a returned payment of {$380.00} -- my last payment -- on a personal loan. This payment was returned because my life was thrown into turmoil suddenly on XX/XX/XXXX when I first tested XXXX for XXXX at the XXXX XXXX, NJ Veteran Affairs XXXX. At this point, I was suddenly homeless because I was not allowed to return to my shared rental place, where I was working from home and had my entire life 's possessions, because I was ill with a highly contagious potentially XXXX XXXX To this day, I have not been able to return to my former place of living, and all of my possessions had to be moved by family member 's into a storage unit in NJ, while I remained in the hospital. Because I was unable to work from home -- because I was homeless -- and my work computers were remained ensconced into the former place of living, I lost my job and have not worked since. Because of all of this sudden and almost total upheaval of life, I flew to my hometown of XXXX XXXX, Kansas, and have attempted to slowly try to piece my life together -- now suddenly without a home, a car, or a job.
|
| 02/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2021 my debit card and pin was compromised/ stolen around XXXX. At XXXX PM ( XX/XX/XXXX ) I called USAA and reported the card stolen. At this time more than XXXX charges, atm withdrawals had been completed XXXX transaction for {$11000.00}. Several different ATM machines at a XXXX, XXXX Bank XXXX XXXX Bank XXXX XXXX, Bank of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. On this same event, my phone, coats and personal cash were stolen. I contacted the XXXX Police Department and was instructed to complete a police report online. USAA assured me their policy was that I would not be responsible for charges that were not made or authorized by me. After a few phone calls USAA had issued provisional credits for the entire amount. XX/XX/XXXX & XX/XX/XXXX calls were taken to process XXXX of the XXXX transactions. I assume because of the large quantity of transaction the USAA agent made errors and did not complete the transactions. ( USAA folks mentioned errors were made in processing ) On XX/XX/XXXX, ( XXXX later ) USAA sent me a notice of their investigation. The results were that USAA did not find these charges to be fraudulent.
On XX/XX/XXXX USAA reopened the case with my request for an appeal. In addition I have requested the details of the investigation and the basis for the reversal. As of XX/XX/XXXX I have not been provided any documentation of the investigations. After speaking with several USAA people, it seems that the reversal was made since the card chip was used. That had to be obvious since I reported the card stolen. On XX/XX/XXXX I uploaded my police report via secure link.
It is impossible to speak to anyone in the fraud department. I have escalated the matter to Executive team member several times and having spent hours on the phone.
My last phone call on XX/XX/XXXX which was XXXX hour and XXXX minutes only to conclude that USAA will not offer any more provisional credits, the appeal process could take XXXX days, and that I need to resolve my negative balance to avoid a negative credit score impact.
USAA has not been able to answer how my daily cash withdrawal limit was exceeded. {$11000.00} mostly from multiple ATM machines were used and nothing is noted on my account about increase in cash withdrawal limit. In my 28 years as a customer I have never utilized ATM 's machine so aggressively. I use an atm about 6 times a year.
Also, I have nothing in writing from USAA that a case has been reopened nor have I received anything acknowledging an appeal. My concern as of now is that nothing is actually happening at USAA and that eventually a period time will expire that prevents any actions in my favor.
USAA executive team assured me I am doing all of the right things to resolve the matter however no one can offer a path to a resolution. ( Good or bad ) Two other credit cards had the same issue and the matter was resolved timely. My insurance company processed a claim for personal property.
I would like to understand my rights and ensure that USAA is handling my fraud claim with fairness and urgency.
Thank you!
Available Documents : Bank Statements USAA responses of findings : XXXX letters stating " we found no fraud '' Police Report AT & T bill for replacement phone validating phone was stolen.
Commercial account, phone is owned by employer
|
| 09/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
Servicemember |
|
USSA Insurance VISA Signature Credit Card.
I made 2 balance transfers on this card and paid the 3 % fee on both. Each balance offer was offered to me at different times and interest free time was different for both My XX/XX/XXXX statement shows the current balances as follows for these transfers 1. {$6800.00} no interest to XX/XX/XXXX 2. {$10000.00} no interest to XXXX/XXXX/XXXX In XX/XX/XXXX I called customer service to ask what I would need to pay off the first transfer. This rep said that the first one needed to be paid off by XX/XX/XXXX When I called today ( XXXX/XXXX/XXXX ) to obtain the current balance I needed pay by XX/XX/XXXX for the first balance transfer I was told I had been charged {$74.00} interest as that balance transfer was actually due on XXXX/XXXX/XXXX, not XX/XX/XXXX. She then looked up the call historyand verified that this is what the first rep told me but unfortunately that was incorrect.
She then proceeded to tell that I could NOT pay just the first balance transfer.
But that I had to pay off BOTH balance transfers ( even the second one with 0 % interest for about was in effect until XX/XX/XXXX ) if wanted to avoid interest on the second one.
I have not made any purchases using this credit card, only have the 2 balance transfers on it and I have paid more than the minimum payments due every month I asked to speak to a supervisor and was basically told what she was telling me was correct.
She referred me to my last statement that said We will not charge you any further interest on your purchase balance on this statement if you pay your entire balance by the payment due date by XX/XX/XXXX I said that this statement refers to purchases not balance transfers.
The rep then said that it was in the disclosures information. I asked her at least 3 times to send me these disclosures so I could see where it referred to how more than one balance transfer on different due dates was handled. Each time she just referred me back to the sentence on the statement that seems to apply to purchases not balance transfers. She apparently did not want to ( or is not allowed to ) send them.
When I repeatedly told her I wanted to see these disclosures, rather than saying she could not send them, she responded by saying had I called her to make the transfers ( rather than doing it online ) that she would have explained the situation to me before I made the second balance transfer.
She found my call record on XXXX and said that that rep would be retrained on this issue because the first rep had given me misinformation. Well, that does not help me I have been a USSA customer for at least 35 years with auto insurance as well as credit cards ( as have several family members ) and I believed That it was an honest company helping out military families They shouldn't be offering or allowing balance transfer to a person who already has a balance offer on the same credit card, if this is how it will be treated I question if they cant or wont send me the disclosure statements that refer to more than one balance of get on a card because this situation is NOT in the disclosures, and they dont want me to know that I feel like they scammed me or tricked me In search of more revenue for their insurance company.
Im extremely disappointed that this practice works to cheat military families
|
| 06/08/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I am writing to complain about my continuous horrible customer service experience with USAA in retrieving funds that are due to me. On XX/XX/XXXX I ordered a XXXX Direct-Fit Catalytic Converter for my XXXX XXXX XXXX XXXX 2.4L per the specifications and direction from my mechanic. However, when the catalytic converter arrived on XX/XX/XXXX my mechanic opened and inspected the part, and discovered this part was not as stated. I purchased this part for {$170.00} as well as paid additional costs for labor to have this part installed but upon our surprise this part was not comparable for a XXXX XXXX XXXX XXXX 2.4L as stated and was unable to get my vehicle repaired that day.and I needed my vehicle repaired promptly. I attempted to reach out to the XXXX XXXX seller but he was uncooperative and was unable to reason with. As a result he insisted he would not entertain my request for a refund. As a single parent my only intention was to have a working vehicle to be able to get back and forth to work and to be able to support my family. I was still responsible for repairs however I was forced to find another part which cost me {$210.00} plus labor. I cant afford to pay for multiple parts and labor for items not compatible for my XXXX XXXX XXXX XXXX XXXX vehicle. On XX/XX/XXXX I contacted USAA to file a dispute for the charge of {$17000.00}. I shipped the part back to the seller and requested proof of delivery information and uploaded to USAA. I have been continuously going back and forth regarding the developments and have been accused of fraud by the seller however he has been able to not only have the part but also the {$170.00} that has not been credited back to me. I am exhausted and saddened by my continuous attempts to collect my money back. All I wanted was a working vehicle yet I have been face with financial hardship because I am feeling as if USAA has no intentions have assisting me. I noticed that I have had to upload this delivery documentation on more than one occasion because it has been mysteriously deleted. I am reaching out to you to assist me in attempting to get my {$170.00} that I purchased in good faith that this part would be as described for my XXXX XXXX XXXX XXXX 2.4L. This experience with USAA has put a bad taste in my mouth and I am considering ending my relationship with USAA and sharing my experience. I have never been through anything like I have been through with USAA. I went through another dispute situation with USAA earlier in the year and dispute my continuous documentation and communication, it finally was resolved. I was made to feel like the suspect instead of the victim. The representative that I spoke to most recently on Monday, XX/XX/2020 indicated that I would have to go through hoops to get this resolved in my favor. With everything going on with this Coronovirus epidemic this was a matter I thought was have been resolved in my favor despite several attempts by USAA to close. If I need my mechanic to submit a notarized letter in attempts to retrieve my {$170.00}, I will do so but be aware I will sever all ties with USAA as well as share with others.
This experience is one of the most humiliating as well as horrendous occurrence ever.
I hope that you would reconsider crediting my account the {$170.00} that I am due.
Very disappointed as a USAA member
|
| 02/19/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I am a member of USAA since XX/XX/XXXX and on XX/XX/XXXX after getting my direct deposit from my employer ( XXXX XXXX ) through XXXX XXXX XXXX, I made a transfer from my XXXX XXXX XXXX account to my USAA checking account ending on XXXX in the amount of {$1100.00} through the USAA app, Those funds were intended to make my bill payments such as car payment, XXXX, etc and keep it separated from XXXX XXXX XXXX account with every day transactions. As soon as I finished making my transfer, I received a confirmation of the transaction from USAA indicating that only {$400.00} would be available immediately and {$700.00} would be on hold until XX/XX/XXXX. Since the XXXX was a holiday, I waited and today ( XX/XX/XXXX ) when I went to verify that hold on the {$700.00} funds had been released, the system indicated that funds would be held until XX/XX/XXXX ( 9 days ). I contacted USAA and spoke with several representatives, and my calls got disconnected several times as well. I spoke with XXXX in Executive Resolutions and before we started to discuss my situation, the call got disconnected and he never called me back, so I called USAA again and spoke with XXXX, who asked me if I liked automated services or speaking with representatives, then just stopped talking and my call went silent. I called again and spoke with XXXX who said she was in the Loans Dept and told me that she would transfer me to a supervisor but instead, transferred me to credit cards, then XXXX, who was condescending and told me that according to XXXX 's notes, I did not qualify to have the funds released. I explained to her that I didn't even have a chance to speak with XXXX because our call got disconnected and asked to speak with a member of the CEO 's team. I was then transferred to XXXX in the CEO 'S Office. I explained to him that I did not get the window with the date availability before completing my transfer through the app until after the transfer was already completed and the {$700.00} on this long hold was intended to pay my car, which is due and that situation was time sensitive. XXXX understood my situation, however, his only resolution was to create a ticket for escalation and told me that the minimum turn around is at least two days, which it would after my car payment due date. I was then transferred back to the Executive Resolutions Dept by XXXX and spoke with XXXX, which was not only condescending, but she was also unwilling to help me in any way and I felt as if I was disturbing her with my questions in attempt to get this situation straightened. With every single person that I spoke with today, I asked for a three-way call with XXXX XXXX XXXX for verification of funds, but none of them even acknowledged my request or responded to my request. I felt disrespected by all representatives from USAA from top to bottom, given my almost 30 years membership with them.
I got paid by XXXX XXXX on XX/XX/XXXX and would not put myself on a transfer situation that would only hold my funds for another nine days. I know I have several financial responsibilities and can not afford to have funds being held when it's already available for my use.
I feel that USAA does not hold the same values from previous years and mislead members on trapping situations that can cause severe damage on member 's financial responsibilities.
|
| 11/26/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
Here is a timeline of events : Wednesday XXXX XX/XX/XXXX @ approx XXXX, I received a call from a woman claiming to be from The USAA Fraud department she explained that there was a charge in California that was flagged and she was calling to make sure that it was a valid charge from me. At the time of the call, I was on my way home from work and clearly not in California. She said that she would send me a new card and cancel the current one. At the moment this seemed fine to me because I had recently considered updating my card due to the expiration date drawing near. She asked that I confirm a code that she texted to me and said that I would receive the card the next day.
Thursday XXXX XX/XX/XXXX @ approx XXXX, I received a call from my wife. Her card was declined while she was out making a purchase. She reviewed our accounts and was floored when saw that all of our savings and our 3 childrens savings accounts had been transferred to our checking account and all of our money was wire transferred out of our account.
I called USAA and spoke with a representative who saw some additional movements actively happening. I asked if she could freeze our account and when I got home from work I would log into a desktop and call them back. I called back later that night and was told by a USAA representative, that my account was locked and under review by the fraud department.
At this time there was {$500.00} left in our savings account. Because we had no money and did not know how long it would take, we removed {$400.00} via ATM so that we would have something to get by.
Saturday XXXX XX/XX/XXXX @ approx XXXX, I received a call from the USAA/fraud department XXXX I was told that it was determined that there was no fraudulent activity and that I was responsible for the account as it stood. I was told that this decision was reached solely because we withdrew the {$400.00} from the ATM I called back a couple of hours later, in hopes to speak with a supervisor from the fraud department and was directed to a member of USAA security. She told me that reaching the fraud department wasnt possible. She explained that from what she could see, my account was still under investigation and that the person Id previously spoken with may not have been from USAA.
Monday XXXX XX/XX/XXXX @ approx XXXX, I received a letter from USAA that stated I was responsible for the XXXX balance, as well as my savings and checking amounts that had been taken. It also said that USAA elects to no longer do business with me and my accounts would be terminated in 60 days.
Since then, Ive made several calls to USAA and was able to see that the transactions from my account were wire transferred to a XXXX XXXX XXXX XXXX account that I have no association with.
Ive contacted and informed XXXX XXXX, filed a police report with the XXXX XXXX police department ( PR # XXXX ), initiated and case with the FTC ( XXXX # XXXX ), requested a credit freeze through XXXX, updated all of my banking login information, and requested new ATM/debit cards.
There were XXXX wire transfers total to the XXXX XXXX XXXX XXXX Account : - {$4300.00} - {$12000.00} - {$5000.00} - {$440.00} - {$200.00} We have yet to receive a letter from USAA detailing how their decision to hold us accountable was determined.
Any help would be greatly appreciated.
|
| 11/18/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
I was informed by USAA that I my accounts were being closed for " Dispute Fraud '' which is something I had never heard of. I was told it was they deemed my disputes as fraudulent and were discontinuing their relationship with me and closing my accounts. I advised them I thought I had a right to dispute and was told by an old accounting professor that we should dispute stuff all the time and while I disagreed with their decision ( been a customer for 12 years ) I would just take my business elsewhere. They advised me they would be sending a check to my address with the left over funds. I proceeded to open a new checking account with a new bank. I called about a week later as I had not seen the check, and I wanted to make sure my auto, renters, and boat insurance was not set up to renew - as I had already paid the year up front. I call in and speak with XXXX, who tells me they have not sent the check yet and that she didnt have a way to transfer it to my new account. I asked to speak with a manager - which she then in turn read me a script confirming I wanted to speak with a manager and she would be transferring me. I confirmed his with XXXX. She then transferred me to a new person - who told me that my account was in fact not closed but was in the process of closing and is scheduled to close XX/XX/XXXX. I explained to him that this was not ok, I do not owe ANY debts at all let alone to USAA. I do not owe them any prior balances, I do not have any negative account, or any other debt obligation. I also confirmed this on the call with XXXX XXXX. I explained to XXXX that this was not ok and we needed to get this rectified. He then put me on hold to speak to a supervisor. I told him I was told he was one and he said no - I'm a senior rep. He then put me on hold for a bit while we waited for a supervisor. He can back to the line about 15 later and said " Yea so it will be mailed out 10 days after we close it '' - I again explained to him that this was not ok and I was holding for a supervisor. He then said that one wasn't available. I explained to him that the call was being recorded and I was going to record on my end. I explained to him again I needed to speak with a supervisor - he can back again after another 15 min and said one was not available. I again explained to him that I will continue to hold. I had a feeling that he was not telling me the truth and was just putting me on hold and then walking away from his phone- so I called in from my girlfriends phone and also asked to speak with a supervisor. I was transferred to a supervisor within 10 min of holding. XXXX XXXX was here name - we spoke and she seemed very helpful - she came back on the line after a hold and stated yes in fact the account was scheduled to close on XX/XX/XXXX and the check would be mailed out after that. I again explained to her this was not ok. She said it was their " closing process ''. I asked what that meant. She continues and said to me " We can call the CEO but that's my answer '' I then had to actually plead with her to try and provide someone who has zero outstanding transaction with a company can hold their funds for 60 days. She then put me on hold to " Find more info ''. She came back and confirmed both recent disputes were closed and the temporary credits were already removed from the account.
|
| 05/10/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
|
|
I am writing to express my disappointment and increasing lack of faith in USAA.
I have been a member for more than five years and have chosen USAA as my primary financial institution during that time, despite that choice not always being the easiest. For most of those years, I felt valued. I have since come to feel as though Im not as important as your military members.
I consistently have had to fight for eligibility for new banking products because of my membership ( second tier, it seems ). Yet, I have done so again and again, because I chose USAA. I no longer feel USAA reciprocates that mutual relationship. I applied for a credit car d in 2015, an d after jumping through hoops to gain approval, received said credit card with a limit of, I believe at the time, less th an 10,000. I have sin ce used the credit card responsibly, paying the balance each month, evidenced by my history. A few months ago, I heard through a friend that was a USAA member, that the bank had offered a new cash back credit card and called in to apply.
I was initially advised to raise the limit on my credit card, but that unless I had received the letter, I was not eligible for the new cash rewards card. The rep suggested calling back in a couple of weeks and at that time I could apply as I would certainly qualify. The rep assured me the new limit ( {$14000.00} ) would not negatively affect my ability to apply for the new card. I then ca lled back a few weeks later and was on the phone ( as you can see from your records ) for three ho urs. I was transferred to many people who didnt know how to handle the application. Finally, someone took information over the phone and advised I was declined, but couldnt tell me why. I so hope you have that recording. The letter I received advised the reasons for the de cline which were all reasons caused by the inquiries made by USAA to my credit! What has since ensued is gross incompetence on behalf of your employees that has directly, and negatively affected my credit.
I have been on calls for hours, been lied to directly, or faced ill-informed employees about transferring my credit line. I have had repeated inquiries pulled, only to be ultimately declined due to USAA having extended the maximum credit and too many recent inquiries. What is inexcusable is every one of those inquiries was performed by USAA employees to gain approval for this card. Those inquiries have dropped my credit score below XXXX .
This situation has escalated from poor customer service to deceptive and unfair practices by a financial institution I once trusted.
I urge you now to review this situation and I request immediate remediation of the inquiries performed by USAA, and for USAA to stand by their original promise that I would be approved for the cash back reward card.
I understand the tiers within your organization for insurance products, etc., but I am a member, in good standing of your BANK, which was made open to me at the time. I dont think its too much to expect the same treatment as military members of your bank, as that was what I was promised when I joined and moved my primary accounts to USAA. Please let me know if that isnt how you view my membership. I know what I was promised when I joined, but I know how Im currently being treated and they are vastly different.
|
| 01/19/2023 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
USAA gave out credit cards in XXXX and XXXX. Upon making purchases in XXXX there were items that were counterfeit. As a complaint in a previous case has shown. USAA is now hiring multiple agencies to chase this debt and harassing me constantly with phone calls where the agents hang up. Which, I call the number back, only to be harassed by the agents claiming that I'll be put in jail if I don't pay something I owe. Eventually, I get over someone's calm and explain to them that the debt is not the correct amount and USAA won't speak to me on the matter.
I purchased a PC from XXXX. Which cost upwards of XXXX. I can't check the correct amount because USAA has deleted and blocked my account access, so I have no way to get the information from my accounts.
When I received the PC, it didn't work. I went through it and saw that all of the pc part serial numbers were removed and defaced. Selling defaced serial numbers on pc parts of electronics is Against the law in multiple states. The PC came from California. California Code, Penal Code - PEN 537e. It's against the law. XXXX, is the " payment '' system for the merchant XXXX.
XXXX made my account with XXXX, which was ALL falsified information, so anytime I try to correct account information with XXXX, THEY REFUSE to do anything because my name, number, and everything else don't match. Just my social security is active with them.
Recently, I've been getting SPAMMED with calls from a new agency from USAA to collect the debt. I've requested itemized statements from The debt collector, which then sends the request to USAA, then I get what they receive.
The amount of XXXX and stupidity if USAA is stupendously XXXX at this point because they REFUSE AND WILL NOT send me an itemized statement. The Debt collector can't understand the basic formality of what an itemized statement looks like.
The only thing I get back from them is a Sheet with a list of XXXX here, XXXX there, and XXXX in another place. With NOT itemized charges or where these amounts came from. USAA refuses to give any statements in relation to what amounts are owed, only giving a piece of paper that says I owe a total amount. Yet, where did this amount come from? There are also questionable charges for other things that did not exist when I tried to close the account. USAA, again, refuses to share that information.
I am demanding for The CFPB to get the XXXX records of me calling in and dealing with the disputes of the fraudulent items in relation to the reason why I stopped paying the bills. It took the XXXX bank over 6 months to call me back. From XXXX until XXXX. To get a conversation with the Fraud Dept. Every week, I would call 1-2 times. Each time, I never got a callback. They would just close the complaint and disputes with no cause. Other than.. The debt is valid. Even after showing them the illegal items. Even after showing that the company literally says they won't give me the serial numbers to the parts. ANY customized PC has box Serials and other serial numbers listed for individual part warranties. The company warranty from XXXX doesn't mean XXXX when one part goes bad. Since the XXXX warranty covers 1 year. The Parts inside cover 3-10 years depending on the part. Without Serial numbers, it doesn't exist and neither does the warranty. THUS. it was Fraud.
|
| 08/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am completely appalled and disgusted at the fact that your company is willing reporting unverifiable and inaccurate information on my credit report even after the alleged account was disputed multiple times. There is a alleged charged off account that has been reporting inaccurately since the time the alleged account was charged off. That you have been reporting that the alleged account was charged off in XXXX of XXXX, and as we all know charged off accounts must show a CLOSED status seeing as you never sold the account to a collection agency. For 2 yrs this alleged account was showing a charged off CLOSED status up until XX/XX/XXXX where for some reason you decided to report that the alleged account was OPEN causing my credit score to drop 145 points because I " MISSED '' a payment in the month of XX/XX/XXXX on a CHARGED OFF ACCOUNT that is supposed to be showing a CLOSED status but for some reason is now showing a OPEN status on my XXXX credit report and only my XXXX credit report. I disputed this account on XXXX XXXX XXXX and on XX/XX/XXXX the dispute immediately showed they had closed the account back but it has not updated on my credit report But Left me with a MISSED Payment on a supposed to be closed charge off account for the month of XX/XX/XXXX.Since XX/XX/XXXX you have been reporting inaccurate information for this account, inaccurate being the balances across all bureaus that you seem to switch every 2 months by adding or decreasing {$860.00} causing my credit score to fluctuate damaging my ability to use my credit, or the balance history which is always been incorrect. or even the last payment date that is incorrect as of now on all 3 major bureaus. There are tons of wrong information across all bureaus on this account, but for some strange reason you keep reporting that the information is indeed correct even after my disputes which you knowingly violate 15 U.S. Code 1681s2 a ( 1 ) ( A ) and 15 U.S. Code 1681s2 B.as well as violating numerous of other federal laws. you willfully report that the information is correct even when you know it is not even after being told it isn't correct month after month which is a federal violation. And because I know this account is non complaint to Metro 2 formatting as well, I'm evoking my right as a consumer and demanding you remove this charged off account and the missed payment for XX/XX/XXXX not update remove from my credit reports on all bureaus and pay the invoice that I have attached with your violations in pursuant to the FCRA. if my demands are not met I will have no choice but to sue for your constant and negligent inaccurate reporting and FCRA and fdcpa violations, as well as your violation for not being Metro 2 complaint with this account and fraud for reporting information you know isn't mine or correct. I have attached documents as evidence showing your incorrect reporting on all my credit reports as well as the missed payment for XX/XX/XXXX on a Supposed to be closed but currently open status charge off account that has further damaged my credit score. you will be receiving formal letters in the mail via certified mail with my invoice these documents attached and my dispute. I will also be leaving a terrible review on the XXXX XXXX XXXX and attaching a copy of this complaint to my attorney generals office.
|
| 08/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
XX/XX/XXXX USAA XXXX XXXX XXXX XXXX XXXX, Texas XXXX To whom it may concern : I have had an account with USAA for 15 years. This year I have had a GREAT deal of problems with paying my mortgage automatically. I will recap what I have experienced and show a pattern of ineptness. Since XX/XX/XXXX, my monthly mortgage payment was {$1400.00}.
- XX/XX/XXXX I paid {$1400.00}.
- XX/XX/XXXX I paid {$1400.00}.
For some reason the automatic pay was canceled for XXXX, XXXX. After I was notified by the mortgage company I tried to rectify it right away.
I requested {$4300.00} in XXXX, to cover XXXX, XXXX and XXXX. I wasnt told it would take 2 months to process.
- XX/XX/XXXX, I paid {$1400.00}.
Then extra payments were generated by USAA, on their own.
- XX/XX/XXXX {$1400.00} directly to XXXX XXXX.
- XX/XX/XXXX {$1400.00}.
XX/XX/XXXX I was charged {$29.00} for NSF due to the extra payments USAA sent to my mortgage bank.
XX/XX/XXXX I had to transfer {$5000.00} from my investments to cover the extra payments USAA sent to my mortgage bank. Losing {$250.00} in interest.
XX/XX/XXXX. I paid {$2800.00}. Mortgage bank didnt receive payment until XX/XX/XXXX.
I believe at this point the representative convinced me I needed to replace my debit card to rectify USAAs error. This led to new turmoil for my bills that were linked to my previous debit card, yet did not fix the overall problem.
XX/XX/XXXX I paid {$140000.00}.
XX/XX/XXXX, I transferred {$700.00} from savings to cover USAAs erroneous payments.
XX/XX/XXXX, I transferred {$10000.00} from my investments to cover USAAs erroneous payments. Lost {$350.00} interest.
XX/XX/XXXX, {$140000.00} was taken from my account paid to the mortgage company.
XX/XX/XXXX, I paid {$1400.00}. ( not a typing errorit was paid twice in the same day ).
XX/XX/XXXX, Check for XXXX, XXXX and XXXX was {$4300.00} arrived at the mortgage company.
Year to date I have paid {$18000.00} to my mortgage, for my monthly payment of {$1400.00}.
Each month I called and was assured it was resolved. I talked to representatives, IT and supervisors who work with unusual cases, yet the problem has continued. I dont know many people who can afford making four mortgage payments per month.
I followed their instructions : I deleted, then created the mortgage account again. As you can see, this has not helped the situation. I deleted the request totally. I check every day to see if there is any unusual transactions..
They need to be aware, that this happened and their staff couldnt fix it. My confidence in USAA has really eroded. Im considering leaving USAAthis used to be the gold standard of customer service ; however, I have heard from other USAA customers I know that service has gone downhill. Based upon my experience, I agree. I am opening a complaint with the CFPB, because this issue has affected my investments and credit history. I have spent hours on the phone with USAA trying to resolve this, to no avail.
Id like them to compensate me the {$600.00} interest ramifications of pulling {$15000.00} out of my investments and the {$29.00} NSF charge, as well as rectifying any damage to my credit score. I hope they will, at long last, fix this issue going forward, and compensate me for the time and trouble thus far.
Sincerely, XXXX XXXX XXXX Member #. XXXX
|
| 03/13/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
On Tuesday XX/XX/XXXX I made a purchase at a gas station for XXXX to get gas card kept coming back as not recognized after several attempts I was finally able to get it to go through. The next day I was to make a purchase to pay off a student loan debt to receive my college diploma which was totaling XXXX. USAA bank only allows a credit debit purchase if XXXX so I transferred XXXX into my active active checking to be debited from my institution the following day. After receiving notice of declined transaction I called into Usaa. To find out my accounts had been frozen for suspicious activity. The first reprensatitive I spoke with literally had me in tears during this call someone had electronically deposited XXXX into my account and withdrew almost XXXX out within a 24 hr time span and this representative incriminated me. He begin to tell me how since the checks had my name on them of course I wrote it And since it was done at a bank of course I did it! By the time this was over I had to hang up because I was in tears from the way I was being treated as a loyal consumer of this bank for almost 4 1/2 years of excellent banking history. I later found out I was a victim of identity theft police report, affavidait of foregy, identity theft report, email sent to Usaa, numerous calls and here it is 5 business days am I left with no debit card a frozen account and in the dark on a fraud investigation that the fraud analyst tells me looks suspicious so he is gon na have to bring in at least XXXX more people in order to get me information! Really USAA? Talk about consumer protection. I have wrote emails, I have called in everyday and still all I get is a representative with a attitude and a promise that someone will call me with no resolution. As if finding out all my infomation has been compromised Is n't enough to be incriminated and defaced is the worst. Under FDIC USAA has broken regulation d by allowing someone to make 11 XXXX withdraws in less than 24 hours on my account! I still have yet to be alerted of the check deposit the analyst told me Usaa has its own way of alerting me. But the representative I spoke to out her own mouth said wow we did n't send out an alert all I see is a insurance payment reminders.No kidding! Violation REG E because I alerted them within 2 days of the fraud and here it is day 5 without a correspondence of any sort and I have a strong feeling this case is gon na say I 'm liable. I have emailed and sent in oral confirmations of error with no correspondence. And I asked for another debit card which is still yet to be shipped and the 10 day provisonary is approaching for that as well. On top of being interograted about my own money Usaa wo n't even give me a debit card. If I do n't get a response me and my lawyer will be filing in small claims court for Defamation, breach of contract, negligence, intentional infliction of emotional distress based on the bank 's breach of fiduciary duty. This makes no sense what so whatever I never knew the bad reputation this bank had until it happened to me these people are horrible and you are just a number with them. I have been staying up late pulling my hair out because I do n't know what 's going on. I thought good of them until you need them loyalty nor good banking history means anything to these people.
|
| 10/22/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Ive had an account with USAA for over two years. Within the last month and a half all three checks Ive deposited have been placed on a seven day hold. Usually my deposits have been accessible immediately.
The first hold was placed on my deposit of {$650.00} on XX/XX/20. The second was placed on my deposit of {$670.00} on XX/XX/20. The most recent hold was placed on my deposit of {$690.00} on XX/XX/20.
The agents at USAA were never able to give me a specific explanation as to why this keeps happening. Im also aware of their failing grade from regulators with the OCC and was not able to receive any sort of help from them despite mentioning these concerns.
During these trying times I have taken hourly and pay cuts. Its frustrating that USAA expects me to wait a full week for my funds this frequently. With a lower income and baby to provide for, every XXXX counts and I manage my money with the expectation that I will have it within a couple of days after getting paid from my employer.
I can understand a 24-48 hour hold like every other bank in my experience, but a week long hold three times within the past 33 days seems very ridiculous to me.
My funds were released after being transferred to management sometime after I made the deposit on XX/XX/XXXX. The first agent I spoke with said there was nothing that could be done and no one in higher power working at the time of day I called. It wasnt until after my fianc asked for more assistance that we were directed to someone of higher authority and the funds were released.
The second time I called after XX/XX/XXXX, I was transferred to management and had the funds released to me immediately. I had to go through so much trouble but the money was there and approved. During this phone call I was never made aware of the policy that funds on hold can only be released once within a 70 day time span and was definitely not under this impression given that the funds has just been released to me twice within less than a month.
When I called on XX/XX/XXXX the agents repeatedly used this as their defense to keep the funds withheld from me. First I was told it was a 90 day time span and then it turned into a 70 day time span so I was very flustered in what to believe or if I should believe any of it at all.
When speaking with a representative on the XXXX, I was repeatedly ignored after expressing my concerns. When I would proceed to say hello? the rep followed with yes XXXX, I am still here to help you.
This was very rude behavior and absolutely humiliating. Yet again it wasnt until after I had the assistance of my fianc that this representative proceeded to further help.
I feel as if Ive been discriminated based on my gender and/or age both times it took fianc to rationalize with them.
Id also like to point out that Ive always attempted to be very rational, respectful, and polite when speaking with these people so this kind of treatment was very unnecessary and demeaning.
I plan to switch banks upon the release of my money. Im filing this complaint because I believe this is happening unnecessarily to many of their customers. They are stealing from people and should be reprimanded for this theft and their treatment of customers. I hope these policies and lies do not continue to be implemented and overlooked.
|
| 02/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
XX/XX/XXXX - XX/XX/XXXX, I was a victim of a scam. When I became aware of the scam, I contacted my bank, USAA, to inform them of the scam. I have been a member of USAA Bank for over 20 years, and I knew they had a 0 % Liability Protection Program in place for their members. Originally, USAA, credited back all the fraudulent charges, although the fees I incurred for the returned checks made it so I could not afford my XX/XX/XXXX mortgage payment. My mortgage went into default, but I was able to pay the rest of my bills. USAA, after further review, decided that the charges were not fraudulent and informed me that my banking accounts would be permanently closed and I would no longer be able to use their banking services in the future. They also took back all the credits to my account and put me in {$18000.00} of debt, or a negative balance of {$18000.00}. USAA put my checking account on permanent hold, and told me I had 60 days before the account was closed and that any remaining debt would be forwarded to the federal credit bureaus. I remained in discussion with USAA for the next 2 weeks and had them review my case a second time. USAA stood by their original decision. At this time I had to scramble around, find a new bank and open up a checking account for my direct deposits. I receive VA XXXX money since I am rated XXXX XXXX XXXXXXXX service connection through the VA. I also receive SSDI each month. I did not make the XX/XX/XXXX cut off for changing my direct deposit for my VA XXXX money. On XX/XX/XXXX, my VA XXXX money of {$3600.00} was deposited into my USAA checking account. USAA would not release the funds to me and stated that the deposit was used to collect towards my debt. The VA XXXX money each month is budgeted towards my mortgage, car payment and other bills. I went into default with my mortgage for a second month and could not pay my other bills to include my car payment. At this point, I filed a police report concerning the scam to XXXX Police department. I also filed a claim with the Maine State Attorney General. I also filled out the IC3 form to contact the FBI. I took this updated information and went to USAA for a 3rd review of my case. I stated I would include any documentation to support my claim. USAA did not request the documentation and made the decision to stand with the original decision.
I am at a loss. I have considered bankruptcy. I have no idea how to pay the supposed debt to USAA. My mortgage is in default over 60 days and may turn into foreclosure. So far I have made some progress with my other bills, but I am barely able to eat or have gas in my car.
I was susceptible to the scam at the time since I am bipolar and I was fully manic at the time. I was hospitalized at XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX XXXX XXXX XXXX XXXX. The majority of my XXXX rating and for SSDI is due to mental health. I offered to send my medical records reflecting the inpatient care, USAA did not request the documentation.
I feel like I am being treated like the criminal. USAA flat out refuses to acknowledge the possibility of the scam or to use the 0 % Liability Policy to clear the debt and return my XXXX money. I do believe USAA should be held liable for their actions and also for discrimination against a XXXX veteran.
Can you help me?
|
| 04/11/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
Servicemember |
|
In XXXX, I received a $ XXXX personal loan from USAA that offered a low interest loan to new military officers. I paid on time every month however got behind around XX/XX/XXXX however still made small payments ( less than monthly minimum of about {$450.00} XXXX. Without warning or negotiation, my loan was closed/charged off with an approximate balance of $ XXXX in XX/XX/XXXX. USAA stated that the loan account was 120 days past due however I had been making payments each month, even if it was not in the amount specified ( always over {$400.00} ). I called and was told by a rep, I could only adjust my payment one time for the life of the loan. Once I missed that one payment, the next months payment amount was upwards of {$800.00} and it continued to go up from there. I made an approximate {$400.00} payment toward that balance for that month. The following month, the balance amount was {$800.00} and I again made an approximate {$500.00} payment which would bring the next month payment to {$700.00}.
USAA then sold my loan to an UNLICENSED collection company, XXXX, who has multiple lawsuits against them for fraudulently collecting money. They are not licensed to collect in Georgia, has an F with the XXXX XXXX XXXX and has had several complaints about them. Unbeknownst to me when I communicated with them, I made 2 payments of {$400.00}. None of which, ever went to my USAA balance. It was basically thrown down the drain. XXXX also continued to contact me AFTER a cease and desist letter ; harassing me continuously. After I sent a letter to XXXX, USAA then sold my information to a second company who is similarly fraudulent. USAA was negligent in selling my information to TWO companies that are not legitimized and illegally collecting money in a state they do not have a license to collect in.
The other issue is, I had an XXXX card with a $ XXXX limit, {$500.00} balance as of XX/XX/XXXX, also with USAA ; including countless other accounts such as multiple checking, savings, auto insurance, and stocks. I have also paid the XXXX card on time, and was about to pay off in full as I was attempting to clean up my credit. XX/XX/XXXX, I discovered USAA had used the Service members Civil Relief Act ( SCRA ) to " credit '' the remaining ~ {$500.00} balance and close the XXXX credit card! I qualified for the SCRA when holding the card and that was never offered to me or explained. When speaking to multiple USAA reps on the phone, I was told, my XXXX credit card was closed because it was a " business decision '' based on my loan that had recently closed - even though I was never late on that credit card. The USAA representative told me there were forms sent to my account inbox stating the closure of each account. I never received any documents or assistance as a loyal customer. I have been a member for close over 10 years.
Recently, ( XXXX ) this debt has resurfaced into affecting my military XXXX XXXX XXXX clearance. USAA has informed me the loan is no longer theirs and they have already claimed it as a loss. So the debt is now in limbo.and I am possibly facing repercussions in the military career and personal credit. I was consistently making payments toward the loan and was not informed nor clear that this would close my account or remove my XXXX XXXX credit card.
|
| 06/20/2016 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
I was unemployed and unable to pay my monthly amount due on my USAA credit card, so I called them on XXXX XXXX, 2016 and was able to work out a payment plan, which I received payment coupons for and have been paying since XXXX 2016. On XXXX XXXX, 2016 I started receiving letters demanding immediate payment of amounts I could n't afford ( on this date, for {$890.00} ) ; this letter even mentioned at the bottom contacting them about programs they offer to help me clear this debt. I copied the letter and, with the scheduled XXXX coupon, mailed it to them, with copies of all the other payment coupons through XXXX 2016 to show that I 'd already made arrangements to pay on this debt. I never heard anything but on XXXX XXXX, 2016 got another " demand '' letter stating I needed to pay {$1000.00} immediately, but knowing I 'd already mailed them proof that the payment agreed upon was scheduled, I ignored this letter. On XXXX XXXX, 2016, I received another letter stating they had sent me several messages about the account 's past due status and that is was more than 90 days delinquent! This one asked for a payment of {$1100.00} IMMEDIATELY and state that, because of this, the account was closed ( I 'd hoped by having these arranged payments I could save myself from preventing this happening and keep the account open due to the low interest rate of 8.9 % ). This letter was sent AFTER the agreed upon payment set in XXXX 2016 had already been paid as scheduled! At this point I again called USAA on XXXX/XXXX/16 ( I had been out of town for several weeks ) and spoke to XXXX XXXX, supposedly of the Executive department of USAA 's Debt Solutions, and explained all this to her. She said she 'd look into this, but that the payments I agreed to were too low and that 's why the letters were sent. How can I be held accountable for a mistake someone in THEIR department made in the beginning when I talked to this department back on XXXX XXXX, 2016? Also, there was no way I could have paid more, being unemployed, then underemployed at the time.
I have not heard from anyone since, but just had my credit union account debited TWICE from USAA on XXXX/XXXX/2016, one for a payment of the originally agreed to amount of {$120.00}, for which a reminder letter was sent out on XXXX XXXX, 2016. Then on XXXX XXXX, 2016, I got another letter showing the initial contact date of XXXX XXXX with a payment due on XXXX XXXX of {$120.00}, so I thought this meant they had raised the amount due to {$120.00} ( and this was the only " contact '' I received, this letter with the new amount - no one ever called to tell me this, nor were any documents online in USAA to tell me about this, or any other decisions that had been made ). More confusing is that I also received another letter dated XXXX XXXX, 2016 that showed a contact date of XXXX XXXX, 2016 with a payment due date of XXXX XXXX, 2016 for {$120.00} - very confusing! But they debited BOTH amounts on XXXX XXXX WITHOUT AUTHORITY to debit BOTH! So, I am now incurring insufficient fee charges and ca n't pay other bill since they took out {$240.00}, unbeknownst to me, and which I could n't afford!
Dealing with them has been a nightmare, and after this event, it is time to make a formal complaint and involve an outside agency.
Thank you!
|
| 06/23/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I am resubmitting this claim to the CFPB as USAA wrongfully closed my claim because the rep is angry with me that was handling it. XXXX XXXX. is NOT allowed to handle my claim anymore and it was turned over to XXXX XXXXXXXX. To add to this claim, I called in after XXXX continued to sweep me under the rug and spoke with 2 reps before speaking with XXXX. XXXX told me on the phone - on a recorded line - that this is a bank error and he was going to look into it and fix it for me. The other rep I spoke with also told me this is occurring to MANY USAA customers and their batching system is messed up. This was all on recorded lines, which I have made copious notes of as well. Their own rep told me he wants to join a class action suit against the company for what they are doing to consumers. I am asking you to please reopen this case as I am going to be getting my lawyer involved this week. XXXX XXXXXXXX told me he is going to help me as this WAS USAA 's FAULT and I am due a refund.
Please reopen this and do not allow XXXX to handle my case. She is not equipped to do so. She is biased and lies. I spent 2 hours on the phone with the other USAA reps this week. ALL RECORDED.
I want my money back and I want a refund and to file a grievance for USAA bouncing my check when my screen shots even show my account had enough money in it! They ARE LYING and if their batching system isn't reporting transactions appropriately through to their online banking system then that is THEIR PROBLEM AND NOT MINE. They have now stolen over {$820.00} from me since last year.
I will be taking this public and slandering their company and name in due time should they not help fix this and stop lying to the CFPB and consumers. PLEASE HELP ME. This is not fair they are doing this. If I were wrong I would not fight this - BUT I AM NOT WRONG AND I AM FIGHTING WHAT HAS BEEN WRONGFULLY DONE TO ME!!!!!!!!!!
Topic Banking - Checking & Savings - Account Activity/History Subject NSF Fee when enough money is in account?! Message Reference Account : USAA CHECKING # XXXX Hello, USAA has returned my rent payment and charged me a {$29.00} NSF fee when enough money has and was in the account. I have even attached a screenshot of my account activity. Please explain what is going on, and refund me the {$29.00} charged, and you're going to have to refund me the {$50.00} return payment fee my leasing office is now charging me. Please explain how I may submit that request as well. I'm not sure what the banks problem is, but this happened multiple times last year and I contacted you to fix this - and you never did. So I pulled all of my bill pay from you completely. Do I need to move all of my banking as well? This is ridiculous and embarrassing and I'm beyond upset and angry at this point. You never refunded me over {$800.00} in fees last year and now you are doing this again - your system is broken and I would like this corrected. This is your final chance or I'm moving my banking. Please refund the NSF fee charged to me when enough money was in the account for the rent payment and advise how I submit a complaint and request for refund of the charges now being incurred on my rent account by my leasing office. Screen shot of my account activity is attached which shows your wrongful error.
|
| 05/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
I would like to report XXXX fraudulent practice on supposedly 0 % promotional offer related to my USAA American Express Credit Card.
On XX/XX/XXXX, USAA sent me a 0 % Promotional Offer for my USAA American Express Credit Card through XX/XX/XXXX billing cycle. I availed {$2000.00} of the offer on XX/XX/XXXX and was charged 3 % which is {$60.00} fee which I was okay with as it was clearly stated in the letter. Starting XX/XX/XXXX up to my recent bank statement of XX/XX/XXXX, I have been charged {$0.00} to {$0.00} every month labeled XXXX on Purchases. Its a very minimal amount and I didnt really have time to look into it deeper UNTIL TODAY!
Heres a summary/timeline of everything that happened : XX/XX/XXXX Purchased gas for {$65.00} XX/XX/XXXX Received bank statement with the XXXX XXXX of {$65.00}. Minimum due was {$15.00} with payment due date of XX/XX/XXXX. NO OTHER PURCHASES IN XXXX.
XX/XX/XXXX Availed the 0 % XXXX Offer for {$2000.00}. NO OTHER PURCHASES IN XXXX.
XX/XX/XXXX Paid {$65.00} XXXX XXXX balance in full on the due date.
XX/XX/XXXX Received bank statement with XXXX XXXX of {$2000.00} with minimum payment due of {$30.00} due on XX/XX/XXXX. The new balance consisted of the {$2000.00} convenience check plus the {$60.00} fee. NO OTHER PURCHASES IN XXXX.
XX/XX/XXXX Paid the minimum payment due of {$30.00}.
XX/XX/XXXX Received bank statement with new balance of {$2000.00}. NO OTHER PURCHASES IN XXXX. Upon review of this statement, as I was tracing back the source of the Interest on Purchases charges, I found that somehow in this bank statement, they were able to sneak in, under the Interest Charge Calculation on Page XXXX, an amount of {$15.00} Regular Purchases subject to 20.65 % interest rate even though I have not made any purchases since XX/XX/XXXX!!! How very sneaky!!!
The following unauthorized charges were added to my account : o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} These are very small amounts but its the principle that counts!!!
I spoke to customer service agent Destiny today, XX/XX/XXXX at XXXX am XXXX time to report this and she said she can only go back 4 months and not from the beginning of the charges, and make an adjustment only on the last 4 months, which I have yet to receive. I asked if they will continue to charge me in the succeeding months and she could not provide me an answer. I was on the phone with her for XXXX minutes. She put me on hold a few times while she asked another colleague of hers, until she finally hung up on me without any resolution or even saying goodbye. The issue remained unresolved.
I know this is a very minimal amount, but I think this is tantamount to fraud. While my charges are only in cents, totaling {$1.00}, how much are they charging other customers? And if were not checking those interest charge calculations, are we just at their mercy? This fraudulent practice probably gives USAA so much income that is not rightfully theirs. Im reporting this because this is wrong, and they are unable to help me at this point.
Hopefully by reporting this to you, they will take this issue more seriously and look at their interest calculation system. Hopefully they also have the decency to respond!
|
| 09/11/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
On XX/XX/18 a fraudulent charge for {$22.00} from XXXX appeared on our USAA VISA. We don't do business w/ XXXX , never have, & there's absolutely no reason XXXX should have our card info. Called USAA on XX/XX/XXXX to report. USAA rep said someone probably skimmed our card # while we were out and about, explaining that the card doesn't even have to be in use ( or even outside wallet/purse ) to be skimmed. USAA credited our account, canceled the card, & issued a new card which we activated but kept at home.
On XX/XX/18 a 2nd fraudulent charge for {$22.00} from XXXX appeared on the *new* USAA VISA card which had just been issued to us ( & had never left the house ). Called USAA on XX/XX/18 to report. USAA credited our account, canceled the card, & issued *another* new card ( card # 3 ) which we did *not* activate & kept at home. We also kept my spouse 's USAA card at home for safekeeping.
On XX/XX/18 we noticed a 3rd fraudulent charge for {$22.00} from XXXX on our USAA VISA, this time on my spouse 's card which had not left the house since this whole debacle began. Called USAA on XX/XX/XXXX to report. USAA credited our account, canceled the card, & issued my spouse a new card ( card # 4 ) which we did *not* activate & which we kept at home.
During this time we spoke numerous times w/ USAA reps at length about the recurring problem & how to permanently resolve the fraudulent charges from XXXX . We were told we could not put a stop on our account for a specific merchant ( XXXX ). During another phone call in which we asked for the issue to be escalated to the fraud department, we were told that our credit card info is being shared with XXXX by the XXXX XXXX XXXX XXXX ( XXXX ) each & every time a new card # is issued, but USAA said we had to call VISA to opt out & they did not have a number for us to call, just said " XXXX it. '' ( Good luck with that. ) On XX/XX/XXXX we put a freeze on both USAA credit cards ( mine & my spouse 's ) as an added level of protection even though neither of the cards had been activated or taken outside the house. A day or two later we saw that a {$22.00} charge from XXXX had been attempted & denied.
On XX/XX/XXXX a 4th fraudulent charge from XXXX appeared on our XXXX VISA card ( now jumping from USAA to XXXX ), this time in the amount of {$66.00}. We have not called XXXX yet about this charge because there are two pending ( legitimate ) charges on our XXXX VISA we are waiting to clear before we report the fraud charge & have our card canceled immediately.
We want VISA to STOP providing our private credit card information to XXXX ( or anyone ) without our permission! We want to opt out of the XXXX ( XXXX XXXX XXXX ) which we were never informed about in the first place. We have scoured the Internet and the fine print on our credit card agreements for ANY information on XXXX and can find no phone number to call and no information other than other consumers complaining about similar scenarios on various public forums / message boards.
Help! We can't keep canceling, switching, freezing, not using our credit cards. We have spent hours, days, weeks trying to resolve this ourselves and we are fed up and angry that VISA ( or any credit card company ) is allowed to share our credit card # without our permission!
|
| 08/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XXXX XXXXXXXX my employer gave me my paycheck for the total of XXXX I like I have dozen times before mobile deposited on the USAA app. Due to an oversight with my payroll department the check was returned due to positive pay was not initiated on my employers end. Slight oversight, but I get it. This oversight did cause my USAA checking account be overdrawn. My employer cut me a second check to deposit on XXXX XXXXXXXX for XXXX, I deposited the XXXX into my USAA savings account with the intention to pay some behind on bills that I had due to the overdrawn account, and then take the overdrawn amount transfer it back into my checking account to get that back in good standing. USAA proceeds to place a hold a 90 % hold on the XXXX and the hold release date was XXXX XXXX. Starting on XXXX XXXXXXXX the harassing debt collection phone calls started. I spoke to no less than 5 people at USAA telling them once the money clears their hold that I will transfer the funds to make the overdrawn account whole. 4 other phone calls I explained that same scenario to them. Phone calls averaged about every 48 hours. I wake up the morning of XXXX XXXXXXXX try to login to my USAA app and they locked and froze my accounts. I called the morning of the XXXX 9 times got connected to someone who would transfer me to the right department. 9 times I was transferred to a department that was closed and wouldn't be opening for hours. Why would you transfer me to a closed department? I spoke with a woman on Friday the XXXX at XXXX who asked why my deposit was not the usual XXXX and only XXXX I don't feel I should have to explain to anyone about my pay checks totals. She then proceeds to change my pin number and lift the freeze on my account. After a 40 minute conversation with this woman, she then proceeds to ask, how I plan on bringing the account back in good standing. Did you not just here what I said for the past 40 minutes?? She then " puts '' notes in the system saying that on Tuesday the XXXX when the hold is lifted that I would make the transfers and everything would be okay. On the morning of the XXXX of XXXX, XXXX I receive an email from Usaa saying that the funds that were on hold were now released. I check my accounts at that time and the hold is still in place. I then call USAA, AGAIN, and the person informs me that the original hold that was scheduled to be lifted on the XXXX, now has been extended to the XXXX. I at this point talk to my employer and they print me off the transaction showing from their bank that USAA received the funds from my employers account on the XXXX of XXXX. I then call USAA stating why if you already have the funds, are you still holding the funds? USAA stated that the hold was still on the account because there is a chance that the check would be returned. I asked if you already have the money from my employers account how is the check going to bounce? I asked 3 different times for the hold to be lifted so I can pay bills, get my account back in good standing, and feed my family. USAA denied this request and basically said sorry nothing we can do. IF you already have the money and you know the check is good, why the hold? why the hold extension? If this is happening to me, I know I can't be the only one this is happening to.
|
| 12/11/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I was informed of an IRA at USAA that was to be split in thirds. It was left to me by my uncle. I called USAA on XX/XX/XXXX and discussed this with a representative from the survivor relations department. This person informed me that my portion of the IRA would be transferred to a beneficiary IRA. The amount was {$230000.00}. I did mention that I may want to transfer the funds to another financial institution. The representative informed me that I needed to fill out an application for the IRA to be split up and that all three parties needed to submit an application before it was split up.
I called again after doing more research to find out if the IRA had the minimum distribution taken out yet. This representative answered yes, this later was found not to be true.
After receiving the application I called again to ask for help filling out the application. This was on or around XX/XX/XXXX. I did mention that I wanted to transfer the IRA to XXXX XXXX. This representative had only told me that the IRA would be sent in the form of a check. I assumed the check would be in some form that I could deposit with XXXX XXXX without a tax penalty. I sent the application in via mail on XX/XX/XXXX.
The check was finally issued on XX/XX/XXXX as USAA had lost my application but found it after they were called again. I called USAA to let them know I need to transfer the money. They refused to open the account. I then began to document every conversation because of the errors that led to this outcome.
I talked to XXXX to ask for a reissued check made out to XXXX XXXX or a letterhead stating that the check was intended as a transfer. He could not authorize anything. I refused to accept this. XXXX from USAA called on XX/XX/XXXX to explain why the account could not be reopened. I was issued a case number XXXX. I was told I would contacted in a couple of days by an advocate in the CEO department. I was never called by anyone. I had to call and I never heard the name of my advocate until my sister heard the name during one of her phone calls ( she has had the exact same issue with USAA ) I called on XX/XX/XXXX and spoke to XXXX XXXX who transferred me to XXXX XXXX, my advocate. This was the first time I talked to my " advocate ''.
He informed me that although my sister had received a NO regarding the transfer of the IRA he was going to go to another department. He did not believe this action was fair. He told me he would call back over the week of XXXX. He did not. I called and left a message on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I finally called USAA on the XX/XX/XXXX after leaving another message and demanded to speak to someone that could give me an answer. This process had taken a ridiculous amount of time and hours of going through the basic representatives to talk to someone who could help me with my case.
I Finally talked to XXXX XXXX. She emailed my advocate to contact me immediately on the XX/XX/XXXX. XXXX called at XXXX on XX/XX/XXXX, almost 40 days after I asked USAA to write a new check. His answer was that USAA could not find a bank error and could therefore not reopen the account. He also added that USAA did not provide advice about the IRA and I would have had to ask for " a direct transfer '' for USAA to send me the proper form.
|
| 04/19/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX Social Security # XXXX DOB : XX/XX/XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX XXXX, XXXX XXXX and XXXX respectively. My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am U making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies.
Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : https : //www.consumer.ftc.gov/articles/pdf-0111-fair-credit-reporting-act.pdf Fair Debt Collection Practices Act : https : //www.ftc.gov/enforcement/rules/rulemaking-regulatory-reform-proceedings/fair-debt-collection-practices-act-text On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611.
CREDITOR CONTACT INFORMATION : USAA SAVINGS BANK XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines.
Sincerely, XXXX XXXX
|
| 12/06/2016 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
|
|
Dear CFPB, This letter is a complaint against USAA. In this complaint, you will see that I was mislead by advertising that failed to clearly expose fees and that I was misinformed by multiple USAA representatives on the phone. Additionally, I was avoided by USAA customer service on multiple occasions and a Senior Representative lied to me. My complaint explains how I was charged {$290.00} in fees that USAA refused to refund when unsuccessfully attempted to resolve my complaint with USAA 's customer service.
My complaint starts when I received an advertisement in the mail regarding a USAA credit card with no interest until XX/XX/2018. At the time, I needed cash to cover a debt and the card advertised no fees on convenience. To verify that I had not missed anything in the letter, I called USAA and spoke with a representative who stated that there were no fees on the USAA credit card convenience checks that I received an advertisement for. I had an additional question about a week later and posed the same question to another representative who verified that there would not be any fees and this representative offered to send me additional convenience checks. Upon receiving the convince checks that arrived shortly after I received the card, I wrote XXXX checks and, to my dismay, I found that my account had been charged {$290.00} in additional fees due to the checks. After seeing the fees, I called USAA and spoke with XXXX people, the last of whom stated that she was a Senior Resolution Specialist. The Senior Resolution Specialist stated that a manager would look into the issue and would pull the voice recordings of my phone conversations as part of his or her analysis ; she stated that I would be called back in two to three business days. A week later, I had not received a phone call from USAA, so I called USAA again. This time, I spoke with another Senor Resolution Specialist named XXXX who informed me that there was no record of my issue being escalated to a manager and that no one had done any analysis nor was there any inclination of calling me back. XXXX informed me that a manager would call me. After my conversation with XXXX, the Senior Resolution Specialist, a manger named XXXX called me and left a voicemail. I called XXXX back XXXX times and left him multiple voicemails ; XXXX called me back more than a week after leaving my first voicemail. XXXX stated that my {$290.00} in fees would not be refunded even though I had been misinformed by XXXX USAA representatives ; he reasoned that, somewhere in the letter I received, the fees were explained. I asked XXXX about the voice recordings and what review he had done of my case because I had been informed that my case would be reviewed thoroughly including a review of the recorded phone calls ; XXXX stated that USAA was not going to review my case any further and that no assessment of my previous conversations would be made.
As can be seen above, I have been unjustly charged {$290.00} in fees that I was told I would not be charged and USAA has refused to take responsibility for misinforming me. I have spent multiple hours explaining my case to USAA and my efforts appear to have been in vain which is how come I am sending this letter to you as a last resort.
Sincerely, XXXX XXXX
|
| 05/27/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I went to XXXX to apply to refinance an auto loan from another bank. I have been a USAA member for 16 years. I currently have a mortgage, an unsecured {$35000.00} line of credit and other product with them. I also have a FICO score well over 800 with no reported history of late payment. Upon application I could not proceed as the loan was over {$50000.00}. USAA has provided loans to others in excess of {$50000.00}. I spoke to XXXX XXXX in Executive Resolutions who explained this is now the consumer loan limit. He further suggested I pay the difference in the refi to make it less than XXXX. This request was not the result of a credit check nor an appraisal of the XXXX of the vehicle.
My understanding is a lender or dealer may not use any of the above grounds as a reason to : Refuse you an auto loan if you qualify for it Discourage you from applying for an auto loan Provide you an auto loan on terms that are different from the terms given to someone else who is similarly situated to you, such as having similar creditworthiness If you are denied an auto loan, you should receive information about why you were denied. This is called an " adverse action notice. '' This notice includes a statement of the specific reasons for the denial or a notice that you may request a statement of specific reasons within 60 days.
USAA refused to even process my application USAA discouraged me from applying USAA refused to provide terms given to a similar situated person USAA refused a loan I am more than qualified for. Other institutions have committed to funding the same loan USAA would not provide a reason for denial nor adverse action notice based on policy.
XXXX XXXX XXXX XXXX in XXXX stated to OTS and OCC Agencies should avoid a " one size fits-all '' approach that puts borrows in one bucket. Using and properly enforcing the OTS or OCC standards allows for flexibilily based on the lender 's prudent assessment of the borrower 's creditworthiness.
Applying similar standard for QRM would allow for the ability in working with creditworthy borrowers first time homebuyers, small business owners, homeowners forced to sell quickly as a result of relocation-as well As for auto Loans.
Application of QAL crilaia for purposes of exemption from the proposed risk retention requirements should be on a weighted average basis at the securitization pool level, not at the : individual loan level. Due to the relatively low average balances, short terms of auto loans, and the solid historical performance of auto loan securitization structures, the risks individual auto loans present to investors simply do not justify the proposed QAL requirements. In sum, the availability of the QRM and QAL exemption should be broader and more flexible thin the proposed definitions.
XXXX XXXX, USAA Federal Savings Bank General Counsel, XXXX XXXX XXXX XXXX Vice President General Counsel This further shows by the banks own opinion ( Agencies ) should avoid a " one size fits-all '' approach that puts borrows in one bucket. And arbitrary limits or rules are unfavorable. Their policy and refusal to accept an application are contrary to their own opinions. Their behavior appears to be discriminatory and in contradiction to the Equal Credit Opportunity Act.
|
| 09/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/XXXX and XX/XX/XXXX two checks for {$5000.00} were deposited into my checking account via mobile deposit that were not known about. The money was then transferred from my account and sent through XXXX. The two checks were deposited from NY and KY, when I live in SC. I was unaware of the deposited checks until trying to sign into bank account and it was locked. USAA then told me that I had shared my login information with someone and that was against their policy. I had an issue with my XXXX being hacked around XXXX and because USAA claimed it was non-fraudulent I was forced to pay almost {$8000.00} that was taken. I explained back then that I did not authorize any of the transactions and did not know the people that the money was sent to. My phone has been hacked because my XXXX, XXXX, XXXX, XXXX and now USAA accounts have been hacked. The checks deposited in XXXX were not flagged and therefore the money was able to be moved before the checks bounced in the following days. USAA did not start a fraud claim until XX/XX/XXXX. When I called and asked to see the checks and be sent an affidavit, I was ignored. If the checks did not have a signature on the back they should have been flagged and the account locked. I have called three times in the past week, each time asking to see the checks and be sent an affidavit and have been ignored. My mother is a co-owner on my account as it has been open since I was a minor. She has also been calling this week. I called again on XX/XX/XXXX and was told that the fraud department have ruled the transactions non-fraudulent because they were traced to my IP and phone number, even though I had explained my phone had been hacked, I hadn't shared my information, am not in the states the checks were deposited in and do not know anything about the checks. USAA is not advocating and instead is blaming me for these transactions. Again, no one in the company is listening to me when I ask for information on the deposited checks or about signing an affidavit. When the transactions occurred with XXXX, I was again not offered an affidavit. I have tried to remain respectful, but no one is taking my seriously. The bank that the checks came from have not been reached out to and the dispute I filed with XXXX came back as " verified ''. I do not know who deposited the checks or who the money went to, but USAA and XXXX do know. I have been with USAA for about 10 years and have never been treated so poorly. These fraudulent charges equal around {$18000.00}. I have never had that in my account and do not understand why with such a large quantity of money USAA is not trying to help me. A claim was filed with the Federal Trade Commission this week. A dispute with XXXX was filed on XXXX and the dispute with USAA filed on XX/XX/XXXX. A police report is being filed today, XX/XX/XXXX. USAA has been my only banking account up until XXXX when I opened a second account with a different bank and have been able to have access to some money. After the XXXX issues, I was sent a new debit card, but I was not told to change my passwords or pins for login. I have been looked over as a consumer with this company and will not be returning for business after they take the wash and bring my account to the positive.
|
| 08/12/2018 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
Reference previous CFBP complaints # XXXX and # XXXX Received letter XX/XX/XXXX from USAA dated XX/XX/XXXX stating that loan # XXXX was in default and vehicle had been sold and USAA has applied balance of proceeds to the loan which is not a valid debt.
USAA Insurance sent Customer a letter on XX/XX/XXXX stating the XXXX XXXX XXXX loan number # XXXX was a total loss. The Customer immediately notified the Repair Shop ( in Person ), USAA Banking and coordinated with both Banking Officer and USAA Insurance Adjusters regarding this entire matter.
The Vehicle was over 90 % totaled with repairs totaling {$24000.00} on a vehicle worth $ XXXX? This violates Florida Law and Customer advised USAA regarding the fact he's not responsible for the Vehicle due to the fact USAA totaled the Vehicle and Customer sent in keys and title to Vehicle per USAA request.
USAA Insurance and USAA Banking have not complied with the New Car Replacement Policy which was purchased along with the Vehicle loan. USAA should have never sold this Vehicle which was over 90 % damaged and Customer never acknowledged any debt nor sale of the Vehicle. The Vehicle was still at the Repair Shop when USAA decided to repossess a Vehicle that was totaled by them XX/XX/XXXX.
Please see letters sent to USAA regarding this entire matter and also documents which were sent previously regarding this matter which is still not resolved because Customer who is 100 % XXXX XXXX on a XXXX has been harassed continuously by this Creditor for a debt that the individual does not owe!
The Vehicle XXXX XXXX XXXX was totaled on XX/XX/XXXX per USAA letter! Read the Car Replacement portion and why was the Vehicle not replaced per the USAA Total Loss Protection Agreement Addendum Date XX/XX/XXXX Loan State : FL Why did USAA allow the Repair Shop to keep on repairing a totaled vehicle without Customers permission and since receiving the total loss letter? USAA stated the Repair Shop would not give up the Vehicle and how does this become the Customers problem when the Vehicle was totaled onXX/XX/XXXX and Customer should have received the New Car Replacement immediately.
Now we've received a letter from the USAA Federal Savings Bank stating they fixed and sold a totaled vehicle without the Customers permission and have applied debt to a loan which no longer exists in Customers viewpoint. USAA is stating the Customer owes {$17000.00} with retaking expenses of {$5300.00}. How come retaking expense when Vehicle should have never been retaking due to being totaled on XX/XX/XXXX.
We have several statements from USAA Banking Office and USAA Adjuster stating that the Vehicle loan would be paid off and Customer would owe nothing. How come USAA never kept it's word regarding paid off of Vehicle and Customer receiving New Car Replacement?
Why is USAA Banking now trying to put debt unto Consumer? USAA has been told several times and sent numerous correspondence to show that the debt is not owed due to Vehicle being totaled and also the fact USAA Employees stating on several occasions that loan would be paid and Consumer would owe zero dollars. The next step for Consumer would be to bring individual lawsuits against each individual involved in this entire matter and USAA as a whole.
|
| 07/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I previously submitted a complaint to the CFPB ( # XXXX ) regarding USAA 's XXXX of my notice of an unauthorized transaction error on my account. This original complaint is attached to this complaint. USAA did not properly respond to my original complaint.
USAA exceeded the CFPB 's complaint handling timeframes, and their eventual response did not actually address the complaint it merely indicated that they had " initiated another review, '' which was never, in fact, completed. They further stated in the response that they are We are currently researching to ensure that the correct resolution is provided to you. Our Bank XXXX XXXX team will contact you with additional details. '' However, USAA never responded and completed the review.
I called on XX/XX/XXXX, and spoke to staff of the XXXX XXXX team, who confirmed that they had identified a criminal who processed the unauthorized transactions on my account. This staff member stated that they would submit an affidavit for further review, and that a resolution would be a refund by priority mail checks from USAA, by XX/XX/XXXX. On XX/XX/XXXX, I called again and was told that there was " no update '' and the " account is still being investigated. USAA failed to complete any of the steps it promised to do, including those required by Reg. E to provide an investigation of the unauthorized transaction, despite my multiple attempts to call and work with them, and despite submitting my original complaint through the CFPB.
It is particularly concerning that USAA has not addressed my rights under the Electronic Fund Transfer Act and Regulation E, which were explicitly explained in my original complaint. Under Reg E, I am not liable for unauthorized transfers on my account which are timely reported. I reported the fraud within a few days of the occurrence. In an initial response to me, USAA indicated that i was liable because i had participated in a phone call where the criminal fraudulently obtained access to my account. As i stated in my original complaint, Regulation E is clear that USAA is required to limit my liability for this transaction under these circumstances.
Regulation E is extremely clear that A TRANSACTION IS UNAUTHORIZED EVEN IF A CONSUMER PROVIDES AN ACCESS DEVICE TO A FRAUDSTER, IF THE ACCESS DEVICE WAS PROCURED THROUGH FRAUD. See 12 CFR 1005.2 ( m ), Comment XXXX ( An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery ). Here, the passcode was clearly procured by fraud because a fraudster lied and posed as USAA, and told me I could not get help with my account unless I gave them a passcode, and subsequently engaged in a fraudulent takeover of my account. Since the passcode was procured by fraud, it is an unauthorized transaction. In addition, even if USAA finds that i was in some way negligent while being defrauded by the criminal, consumer negligence is not a reason to hold a consumer liable for an unauthorized transaction. See comment 2 to 12 CFR 1005.6 ( b ). Therefore, USAA can not hold me liable under 12 CFR 1005.6 and is legally obligated to refund my account for the unauthorized transactions and associated fees within 1 Business Day, pursuant to 12 CFR 1005.11.
|
| 05/24/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
From XXXX I was in multiple XXXX XXXX ( XXXX XXXX ) while in the US XXXX on XXXX XXXX.
Regrettably, my command decided NOT to pay perdiem or allow a XXXX Permanent Change of Station ( XXXX PCS ) while traveling from XXXX XXXX, XXXX to XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) once a week for treatmemt. It was an 80 mile trip one-way and a hotel stay each week. It took a horrible toll on my finances. A Medical PCS would have allowed me to move to the XXXX, XXXX area to be co-located with XXXX for Treatmemt and would have been much less stressful financially and personally.
During the XXXX XXXX and subsequent forced retirement, both of my parents died of XXXX. My mother didnt have the finances to prepare for burial or taxes on her condo so, I had to pay for that in addition to my medical care.
Because of all of these financial burdens, I choose to hire XXXX XXXX to help arrange payment of my debts in XXXX. They arranged for all payments and negotiations of debts successfully.
Unfortunately, XXXX XXXX is one of the many debts that is nagging me ; I currently receive a CHARGE OFF every month although the debt was originally charged off in XXXX! Therefore, every month my credit score takes as much as a 12 point plummet!
Ive disputed the issue a few times only to find that the amount owed inexplicably changed! Im truly at a loss and do not understand why this continues to happen.
I am a XXXX XXXX XXXX Veteran with XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX, and XXXX XXXX, in addition to a litany of other ailments.
I need a place of solitude and quiet to live yet, am being prevented from buying a home due to some glitches with my credit report that make no sense.
I am currently forced to live in an apartment that charges for credit checks and background checks yet, does not actually do them. Police are there monthly and alcoholics and drug addicts are my neighbors! The landlord is a slumlord yet, I cant get a lawyer to take my case to even get air conditioning installed or screens placed into the windows ... which is illegal here in XXXX!
To make matters worse, Im stuck in a hotel right now because my apartment flooded on XXXX XXXX ; the day before the anniversary of my fathers passing. Ill still be here on the anniversary of my mothers passing on XXXX XXXX ; the flood was THAT bad! The management is NOT paying for the stay either : thankfully I have renters insurance.
Other, more legitimate apartments, are about as thrilled with my credit score as lenders!
The above is why I am desperately trying to work on my credit now. My credit score has come a long way since my parents and grandmothers passing within the past 7 years, my forced retirement, and divorce from an XXXX XXXX husband.
I have another XXXX XXXX scheduled XXXX XXXX and would like nothing more than to know that my life is TRULY getting back on track. It would be even more beneficial if, while my furniture is in storage due to flood repairs, I could purchase a home prior to XXXX ( or I could qualify for a different apartment ) would be quite beneficial!
Your help will be greatly appreciated! Any further documentation you may need from my doctors or the courts can be provided upon request ; I just dont want to overload you.
VR, XXXX
|
| 03/06/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
I have been a member of USAA for over 15 years. I took a personal loan out with them against my XXXX XXXX XXXX ( that was paid for ) to re-establish my credit. I have always made my payments on time. My banking & insurance has always been with USAA. I have had regular Child Support & Expense money transferred from my daughters father for the last 5 years in lieu of a Court Ordered Child Support Agreement. He has transferred money from his XXXX XXXX account to my USAA checking account. We have never had an issue with these transfers in the last 5 years we have been doing this. No " bounces '' or unavailable funds.
In XXXX XXXX, USAA, without notice or reason - USAA started putting holds on my deposits from XXXX XXXX. I had actually saved enough to pay my truck loan *ahead*. He transferred {$400.00} and only {$100.00} became available -for almost 3 weeks the balance was held.
When we called USAA, they advised that He transfer from XXXX XXXX to his USAA account and then transfer from there to me. Funds would be available immediately to me this way. He did so, in the amount of {$300.00} and only {$100.00} was available to me.
All the while ... I 'm trying to pay my truck loan, but USAA is putting holds on all of my transfers and when I 'm asking " why '' they say " it 's the Banks Discretion ''. I was never notified of any issues with my accounts ... checking, truck loan, etc ...
Sunday, XXXX XXXX, XXXX, the day before I start my new job, I walk out to my driveway to see my XXXX is gone. I reported it stolen to the Sheriffs Office and they told me it had been repossessed.
I received no " notice of note due '', no phone calls, no emails ; nothing from USAA alerting me there was an issue.
Back to XXXX when my funds were held ( for no reason ) on my checking, I made the XXXX and XXXX payment together and late fees and charges were to be added to my XXXX payment ... which again, funds transfers were held and only {$100.00} available, but I would not be 30 days late until XXXX XXXX.
I paid the nearly {$1000.00} in repo fees and USAA fees to get my truck back the following day. However, to this day, USAA refuses to " acknowledge '' my complaint and that they made an error.
I immediately requested copies of my last 6 months checking statements and my payment history on my truck loan since the opening. I promptly received my bank account statements, but waited over 30 days to receive anything on my truck loan. When I finally received something it was a generic " statement '' saying no payment due for XXXX XXXX. When I call USAA, they tell me that I have no payment due until XXXX XXXX. Other times they tell me " the account is under review ''. But nobody at USAA - even supervisors & their supervisors will give me any information or sort this out or give me an explanation.
I checked my credit score on XXXX XXXX ... USAA has multiple listings of late payments and a " reposition in repayment '' effective XXXX/XXXX/XXXX. My credit score has gone from mid XXXX to XXXX as of XXXX XXXX.
I continue to make a monthly payment to USAA every month -though I have no idea how it is being applied. I 'm just tossing money out there to them & they have destroyed my credit and I ca n't even put into words how upsetting that is.
|
| 09/07/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
The purpose of this complaint is to communicate my concerns over the renewal of my homeowners insurance policy. Thus far, my attempts to resolve this matter through USAA 's various customer service options have been unsuccessful.
On the evening of XX/XX/XXXX, I received an email about the renewal of my homeowners insurance policy, which is set to renew on XX/XX/XXXX. On Page 5 of the attached renewal document, it states the following : We have given you less than our best rates due in part to your credit information. You're still benefiting from the use of an insurance score. You would be paying a higher rate if we didn't use the insurance score as a factor when determining your premium. The most important credit-related factors that negatively affected your insurance score are : * Number of Open Retail Accounts * Number of Accounts Always Paid as Agreed * Length of Time Since Newest Account has been Established * Percent of Accounts Reported in the Last 24 Months to Total Accounts on File Your credit information was obtained from XXXX XXXX XXXX XXXX XXXX consumer credit reporting agency.
This news was quite alarming. I checked at least seven credit score/bureau combinations available to me, and each reported a score above XXXX. In fact, the FICO XXXX score provided to me through USAA 's website was listed as XXXX as of XX/XX/XXXX.
Since XX/XX/XXXX, I have spoken with multiple representatives at USAA to seek clarification. They have suggested I contact XXXX to obtain the report from which the adverse credit information was derived.
On XX/XX/XXXX, I received the XXXX report. Though it contained mis-associations and incomplete or otherwise incorrect information for some of its non-credit-related findings, the credit-related findings seemed consistent with what I have seen through other services. I forwarded the report to USAA.
One of the USAA representatives suggested that my allegedly adverse credit information might not be reflected by a credit score, which would defeat the entire purpose of credit scores. I highly doubted XXXX had developed a metric so novel and insightful that it deviated so heavily from what is customary -- credit scores. Nonetheless, the USAA representatives have defended USAA 's blind reliance upon XXXX.
I called XXXX on XX/XX/XXXX. According to that representative, my credit-based insurance score was XXXX. Apparently, this insurance score uses the XXXX -- XXXX range customarily used in credit scores. Therefore, though the XXXX is less than my actual credit scores, it still should have placed me in the most favorable tier.
Since my last renewal, my only credit account changes were due to opening a store card, and refinancing my home to take advantage of the low interest rates. Neither of these activities, nor the ambiguous factors listed in the renewal paperwork should have adversely affected my credit information, and certainly not my premium. Additionally, in the six years I have had homeowners insurance through USAA, I have never had a claim.
At this point, USAA has indicated my credit information is favorable through the credit score they provide me, they can not cite a specific reason for denying me their best premium, and they refuse to pursue the matter further.
|
| 09/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
This complaint concerns a USAA Credit Card.
First attempt to pay off the card : XXXX, XXXX ( check never cashed ) Date payment returned with letter : XXXX XXXX, XXXX Date second payment was sent by title company : XXXX XXXX, XXXX ( check never cashed ) Date third payment was sent by title company : XXXX XXXX, XXXX ( check never cashed ) Date wire transfer was submitted : XXXX XXXX, XXXX The total amount of interest and late fees I have asked to be reimbursed based on their letter is {$560.00}. They denied my request on XXXX XXXX and XXXX XXXX, XXXX.
In order to pay off the credit card, I refinanced a property. When I sent the check to USAA for the full balance, they returned it approximately 25 days later with a letter stating that they were unable to process my payment since the account number was not on the check and charged me late fees for the month of XXXX. The letter stated that if I re-submitted the check with the letter and first and last 4 digits of the account number, I would be credited with the date of the original payment and would not incur late fees or interest.
The title company sent another check, with the account number AND a stub from the paper statement. Approximately 30 days later, the account had still not been credited. I called USAA and they bounced me around to different people since the account had been closed by the other joint owner. After 30 minutes of speaking with different people and explaining the situation, they put me on hold for another 10 minutes after which I was disconnected.
I called the title company again who stated that they often have problems with getting USAA to accept payments. They cancelled the second check, issued a third check, submitted it with the statement stub again, and included the appropriate account numbers.
Another month passed, with interest accruing, and the account was still not credited with the payment. I called USAA again, and again, they claim they did not receive the payment, bounced me around to several people and departments, and eventually put me on hold and I was disconnected after 30 minutes on the phone.
I called USAA the next day to ask if could wire money to the account and they said I could n't. I also asked if their customer records showed I had been trying to pay off the card for almost five months and they said they only have records of me calling, but that was it- no content. I finally dug through their website and found the wiring instructions that supposedly did not exist for " that type of account '' and found them. The money was wired the next day and the account was paid off. I continued to make payments and was charged interest the entire time. Including late fees, which were incurred during the months the checks were sent to USAA but not cashed, the total was {$560.00}.
I then contacted USAA twice more to obtain a refund for the interest and late fees incurred during the last 4 months but they refuse to reimburse me for them, despite their letter. My last contact was on XXXX XXXX, XXXX, where I spent 34 minutes on the phone with them, being bounced around to different departments. They refused to reimburse me the interest and late fees and finally put me on hold for 10 minutes and once again, I was disconnected.
|
| 08/19/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
On XX/XX/2022 somebody hacked into my savings account and they deposited a fake {$8500.00} check. They then transferred that money into my checking account. From there they made many transfers of funds into and out of my account. On XX/XX/XXXX when I noticed the fraudulent money I called and told USAA that there was too much money in my checking account. At that time I didn't know that the fake money had been actually deposited into my savings account. The woman form USAA that helped us on the phone that night told us that it was a mobile deposit from an XXXX somewhere out XXXX and she help me make two new accounts because I was afraid that my money would go missing while they were investigating the first XXXX accounts. I transferred all of my money from the original accounts into the new accounts. The very next day both of those accounts had also been hacked and the money was transferred back into the old accounts. We called USAA yet again on XX/XX/XXXX and we were told that we didn't remember to disenable the quick log on. I was assured that the problem had been fixed and that the hacker no longer had access to my accounts. From XX/XX/XXXX when the check was fraudulently placed into my account until XX/XX/XXXX the hacker had access to my accounts. Every time USAA would credit my account the hacker would go into my account and transfer out the funds with some sort of online cash transfering app. XXXX, XXXX XXXX, and XXXX wallet were all used many times to move money into and out of my account during the eight days that the hacker had access to my accounts. From that first day I have contacted USAA multiple times spending upwards of two hours at at time on the phone either with a representative or waiting for one.
When this started I had {$460.00} in my savings account and I had {$660.00} in my checking account. I didn't have enough time to stop my pay check from being deposited or stop some of my automatic payments from being made. As a result my pay check of {$420.00} was deposited into my savings account. The amount of money I should have had in the bank between both of my accounts is {$1500.00}. I spent {$250.00}. After investigating all of the fraudulent activity there is still {$2000.00} missing. USAA has decided that they are finished investigating and that I still owe them {$720.00}. They took all of my money to cover the fraudulent charges and want me to pay back the rest of the fraudulent charges. They have closed most of the accounts and told me that I have until XX/XX/XXXX to have any help from them in figuring out where the money went.
Any time they have sent me any correspondence about the fraudulent charges the descriptions of the investigated charges were too vague for me to track which charges were actually followed up on. Somewhere there is still missing money. I have requested calls back from the fraud department several times and have yet to receive a call. I have asked to speak to a manager only to be told that there is no one higher up that a customer resolution department that I can speak to.
Please, please help me. Not only am I missing {$1300.00}, but I do not feel that I should owe money that someone else spent, especially since I told them right away that it was happening!
|
| 11/29/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
This complaint stems from a previous claim regarding the mishandling of several fraudulent charges made using my debit card number ; a number that at the time of this complaint was supposed to have been CLOSED because of the previous fraudulent activity that had occurred in XXXX of this year. The institution if USAA bank. In total there were 4 charges that they tried to post in XXXX. One of those charges was honored by the bank even though I reported it as fraudulent since I didn't make the transaction. I have attached the letter from USAA that shows they gave me a permanent credit for {$26.00}, which was the amount of the one charge they initially let through. The letter stated that the temporary credit would now be made permanent. Now fast forward to XX/XX/XXXX, and in another attachment you will see four amounts for {$26.00}, which by the way, were submitted to my NEW debit card using the old number. USAA now not only honored the same exact transaction that they had said in the attached letter was fraudulent and would give me a permanent credit for, but an additional 3 more charges from the same merchant with similar numbers for the same {$26.00}. You can see clearly the first of the fraudulent merchant numbers on XX/XX/XXXX matches EXACTLY the merchant numbers on the letter from XXXX granting me the PERMANENT credit for that charge!
I called USAA as soon as I noticed their glaring oversight and was told they could NOT offer me a provisional credit for these charges even though they themselves stated quite clearly the charges were not only fraudulent, but had offered me a permanent credit for in the letter they send on XX/XX/XXXX. As of the submission of this complaint I am out {$100.00} since they won't reimburse me for charges that are at their own admission fraudulent. On the phone they were shocked at how a " closed card '' could still be used, but did not offer a provisional credit and have still not credited my account for these clearly fraudulent charges.
I have another unresolved complaint already in with the CFPB about another fraudulent charge made on the same day as the initial charges in XXXX for {$100.00} to a merchant called XXXX. At the time of that submission to CFPB USAA had suppressed the researcher 's investigation report, but with CFPB 's help they have put that report back on my account and it too is attached. In it you will see that transaction is also fraudulent since the : name doesn't match mine, the IP address for the transaction is also not local to my address, and no item was ever received, yet USAA reversed that provisional credit and has only indicated that they were still looking into it as was indicated to me in a voicemail left by a Mr. XXXX from the CEO 's office. I attempted on 4 separate occasions to call Mr. XXXX and left 3 messages asking him to return my call, but again, as of this submission I have yet to hear back from Mr. XXXX.
USAA says you are 100 % not liable for fraudulent charges. Not only is that not true, they don't adequately protect you by actually ensuring closed compromised cards can no longer debit your account, but when such oversight happens they do not credit you back the money they themselves have investigated and said where fraudulent.
|
| 10/16/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX we were victims of Mail Check Fraud. An outside party convince me that I received a job sent me a check for initial equipment. I cash that check and immediately was harassed and stated was ask to send the money back via cashier check. My husband realize that day I was victim of a scam. And we called USAA. They had not cut and sent the check yet. And we request that they do not send the check or cut the checks. They stated they will initiate a fraud investigation, and attempt to cancel the check and close the bank account also to stop attempt at pulling the funds. They stated they would notified regarding the fraud investigation and the status of the check. On XXXX and in-service email was sent that no fraud had occurred and not action will be taken. I did not see this internal message until XX/XX/XXXX. Not other attempts by USAA were taken to notified us. The cashier check were not stopped and were sent. On XX/XX/XXXX the scammer initial checked bonus, causing the account to be negative for XXXX dollars. On XX/XX/XXXX we received a letter from USAA notified us we had X numbers of days to resolved the negative account and the letter was our final warning. We called USAA who apologized for the letter. And stated they could not change the deadline even though the letter was our 1st notifications, as the account were closed and we were unable to view the accounts status and were awaiting communication on the status of the fraud ( we still did not see the internal message ). USAA stated they will reopen the fraud investigation and call us before the deadline based on the requirements. They did not. XX/XX/XXXX we call 24 hours before the deadline, to find out fraud did not contact us, but ended it second investigation, that my account was going to put in collection status. We were transfer to collection, to pay the off the negative amount. My husband, moved money in our joint account to pay the debt. But was not allowed to transfer money into the negative account due to it being closed in attempt to stop the initial scam ( that the USAA fraud team found not be fraudulent ). We were told we would have to pay wiring fees to pay off the debt, cause by the scam and the actions USAA directed us to do ( closing the account ). While on the phone with Collection agent, they state instructions, while my husband requesting more details on previous instructions and miss clear details need to write a proper wire fund ( we discover this happen after investigation by USAA executive customer support team ). This cause the cashier check to pay off the debt to invalid and we have to wait 90 days before being able to pay off the account. And pay additional fees for the second payment. In total we not refunded on fee charge of 20 dollars. Have spent over 300 minutes on hold and phone calls with USAA customer support and collections. USAA did no attempt to contact USPS to stop cashier check to be sent to scammer. Did not notified the Bank used by the Scammer to warn them of scammer using them for fraud. They did not provide any details to federal agency or local law enforcement that check was being sent to. They did not keep us inform of their investigation, to allows us to properly take these actions ourselves.
|
| 10/14/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
In XX/XX/XXXX USAA restricted my online account access and ability to manually pay my auto loan online. At the end of XX/XX/XXXX USAA also restricted and froze my USAA checking account which the auto loan was setup to auto debit every month, cancelling the auto pay which I had signed up for and agreed to during loan origination. As of XX/XX/XXXX I have not had access to any current or previous statements in regards to my auto loan due to this restriction by USAA.Since XX/XX/XXXX I have made repeated requests verbally and in writing to dozens of USAA agents to have my auto loan statements physically mailed to me.
Despite being told by almost every USAA agent I have spoken to that they would have them sent to me, I have yet to receive a single correct or accurate statement prior to the loan due date. I have been charged late fees, and additional interest due to their refusal to provide billing statements. I have made multiple complaints via the CFPB since XX/XX/XXXX requesting these my statements which have all gone unanswered.
On XX/XX/XXXX I called in to setup up auto payment for my auto loan via another banking institution to prevent any form of late payment or default. However, at that time USAA refused to accept payments from any of my associated external banking accounts. The agent I spoke to informed me he was unsure what to do as the account was set to only send statements online as agreed in the loan origination. I was then forwarded to the collections department where I spoke to a gentleman named XXXX. He informed me the account was seriously past due and my account was still set to receive statements online which USAA restricts me from accessing. By this point I still have not received a loan statement or bill. Regardless I still attempted to set up auto payment which XXXX informed me he could not do since the account was past due. He informed me he would send out correspondence I 'd have to fill out, sign and mail back in order to set up an automatic payment with an external bank account. As of XX/XX/XXXX I have still yet to receive this documentation. After a few hours on the phone I was able to finally pay my auto loan via my XXXX XXXX Card ( Authorization code XXXX ).
I was expecting to start receiving statements after this, which I did not. However, I continued receiving automated phone calls every morning from USAA stating my account was past due, despite having just paid the loan and never having received statements.
In XX/XX/XXXX I finally received a statement which showed a balance of over {$1200.00} overdue with several late fees assessed. This billing statement neglected to show my payment from the XX/XX/XXXX or my payment of {$1200.00} from XX/XX/XXXX. Despite, having made close to {$2000.00} in payments over the last few months while never receiving statements or receipts of payments made my auto loan is still past due according to the automated calls from USAA I am still receiving.
Consumer Protection laws requires banks to provide billing statements in time for consumers to actually make payments prior to the due date. On XX/XX/XXXX when I called in to make my auto payment I was informed by USAA, they consider sending statements to be a courtesy and not a requirement.
|
| 04/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
On the evening of XXXX, XX/XX/2022, I ordered a {$1300.00} certified/official/cashier 's check from checking account at USAA. I paid {$8.00} for expedited shipping using their online official check ordering application on their website, and was informed the check would arrive in approx. two business days. The transaction did not generate a receipt. I was not informed by the online system of the check number, the approx. time of arrival or a tracking number. In fact, I was not even informed who was to ship my cashier 's check.
When the check did not arrive by Tuesday, XX/XX/XXXX ( approx. 3 business days after order ), I called USAA to inquire into the status of the check. It took the USAA customer service representative nearly an hour to find any information in their system about the check. ( Note : I failed to write down the tracking number, and had to call back and ask it again. It took a second customer service rep. nearly an hour to find the tracking numer a second time. ) The customer service rep. was finally able to provide a XXXX shipping number. Using XXXX 's online portal, I was able to see, to my great dismay and surprise, that the check was supposedly delivered to my apartment on the morning of XX/XX/2022, when I would be at work. Unfortunately, there was no check or there package from XXXX when I returned home from work that day. I can only assume it was lost or stolen, and have reported it to XXXX as such.
Per USAA 's records ( as reported by the third phone customer service representative I spoke to on the XX/XX/XXXX ), the check was to be sent with " signature required. '' Per XXXX 's own policies, any shipments with a declared value of over {$500.00} must be sent with signature required upon delivery. Despite all this, XXXX 's records show that USAA sent the check without restricting delivery to a signature.
USAA 's policies and practices for handling the processing and shipment of official/cashier 's checks is reckless bordering on criminal ( at least, in a figurative sense ), and has resulted in my losing {$1300.00} that was previously in my checking account. I now have no way to pay the deposit for my new apartment. USAA agreed to refund the {$8.00} expedited mailing fee for the check, but otherwise has offered me no solution aside from informing me that the check can be stopped and refunded, but only after a 3 month waiting period.
In the meantime, I am now facing homelessness due to USAA 's reckless practices. This all could have been avoided had USAA simply set up a system to inform the customer of the identity of the carrier company and the tracking number, once generated, once the customer orders a certified check online. This would have allowed me a fair opportunity to work from home the day of deliver so I could be there at the time of delivery. Alternatively, USAA could have simply followed XXXX 's own policies and required a signature, which also would have resulted in my check being lost or stolen. Again, per one of the three customer service reps. I spoke to on the evening of XX/XX/2022, the check was, per USAA 's own records, supposed to have been sent with signature required.
Note : I have attached screenshots of the online cashier 's check ordering form.
|
| 07/11/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
XX/XX/2020 my wife & I purchased a vacation through XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX - Amount {$8300.00} 1. The travel was to take place XX/XX/2020 and return on XX/XX/2020.
2. Due to the Corona Virus the flights were cancelled and no possible way to get to XXXX XXXX XXXX XXXX XXXX XXXX owned by XXXX was closed.
3. We had been in contact with XXXX XXXX prior to the XX/XX/XXXX departure due to worries of travel plans and whether or not we would go since we have a XXXX year old and XXXX year old. Since the airline cancelled our flights and the resort was closed that made our decision for us and we never were able to attend the trip we had paid for.
4. XXXX XXXX refunded our airfare, but not our lodging with the XXXX XXXX. They played games and said we can give you a voucher for a year or two from now. They will not refund the money 5. I contacted my credit card company on XX/XX/2020 I disputed the charge of {$8300.00} with USAA Bank.
6. USAA had refunded me the money initially and reviewed the dispute. I had provided the requested documentation and then USAA put the charge back on my card XX/XX/2020.
7. I had called in immediately to USAA telling them I was not paying for something I could not get to due to the flights being cancelled & resort being closed and whatever further information and documentation they require to substantiate my dispute I had no problem sending them.
8. On XX/XX/XXXX the {$8300.00} was credited for a second time to the account.
9. No further requests were made by USAA bank for additional information to substantiate my dispute.
10. XX/XX/2020 USAA never contacted me nor requested further information regarding my claim and put the charges of {$8300.00} back on my credit card.
11. Around XX/XX/XXXX I received a letter from USAA Bank stating that they would not credit me the {$8300.00} and that I had to work it out with the merchant directly.
12. I had called USAA to request further clarification why my claim was denied and they sent me off to various divisions and nobody has ever returned my calls to discuss additional steps to remedy the issue 13. I had contacted XXXX XXXX around XX/XX/XXXX and spoke with a woman by the name of XXXX at Phone number XXXX XXXX XXXX XXXX. She was nice and attempted to be accommodating at first, but would not refund my money. Her claim is that XXXX will not refund money.
14. Part of the XXXX XXXX Contract is a Force Majeure Statement that XXXX XXXX is saying why they don't need to refund my money.
15. In the Force Majeure Clause there is no mention of pandemic, epidemic, quarantine or diseases.
16. From my side XXXX XXXX is admitting they did not nor can they provide their contractual obligations and therefore the contract is null and void.
17. I was never given any notification of Force Majeure by XXXX XXXX prior to XX/XX/2020 nor during my submitting my credit card disputes until XX/XX/2020.
18. To date I have nothing in writing from XXXXXXXX XXXX stating when travel can begin again.
19. The current situation is I now have a credit card company - USAA Federal savings bank that wants nothing to do with the dispute except for me to pay them for a trip that was never taken nor could be taken due to the Corona virus.
|
| 04/27/2015 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Older American, Servicemember |
|
SUBJECT : DEPENDENT IDENTITY THEFTI 'm writing to you immediately because this could be a bigger problem than most people realize. My previous employment was as an XXXX, so I am still concerned even though I 'm XXXX now about CYBER IDENTITY THEFT. I am a member of USAA Federal Credit Union. One of the benefits is giving your dependentsa savings account. Which I opened for my granddaughter so I could transfer funds to her while she is in college at XXXX University, XXXX XXXX, XXXX. The bank obviously new they were talking to a " minor, '' but up until XXXX when she turned XXXXI could access her account. This happened in XXXX, so How did I automatically become responsible for the debt?
Due to my training I think that her using the free WI-FI she was hacked when she put in her account and pin from her mobile device Below is the excerpt from the E-MAIL I sent to USAA as yet I have n't received any response : Could you make me understand how the fraud department came to the conclusion of an investigation and anotheraccount holder pays for it. My granddaughter 's account was compromised, she reported the card lost in XXXX.
Whoever, got hold to the card was also able to gain access to her mobile account and make large amounts ofdeposits and withdrawal totaling over {$10000.00}. Somehow after you allowed XXXX to go through you caught it and there was a {$4900.00} overdraftleft on her account which only had {$60.00} in it. So when I got my letter and contacted your representative I was told you could n't give me information because I was n't the registered account holder. When I contacted my granddaughter, in XXXX, she informed me she had already called USAA and that her account was blocked and she could n't get her {$60.00} to eat at school at XXXX University, XXXX. I informed her that I could see the transactions online but USAA refused to tell me what kind of investigation they were doing. No one confirmed that she was in Indiana, I 'm in XXXX and all the transactions were made from different ATM 's in XXXX, XXXX. I learned that just from looking at the statement. So your decision was to take my XXXX and Social Security check from my checking and savings account. You emptied my adopted daughters savings account, and my mothers. savings account. Then you 've started overdrawing my accounts for all the automatic payments that are bouncing at {$29.00} each. So can you explain this to me. I do have a XXXX from XXXX but not to the extent that I do n't comprehend.
Can you tell me why you just put my family in financial ruin for XXXX and the XXXX XXXX?
Please explain it to me. On your website for reporting fraud it distinctly says : USAA Bank XXXX XXXX a lost or stolen ATM/debit card on usaa.com or your USAA Mobile App.
A replacement ATM/debit card can be shipped to you the next day. ( Charges may apply. ) Report unrecognized transactions on your ATM/debit card by calling XXXX, day or night. After you make your report, USAA will immediately provide information on how the investigation and the compromised funds are being handled. " I want all my monies returned to include fees and overdrafts, I want the hold on my accounts transfer ability restored and my granddaughters account restored and active!
|
| 06/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I am having been a member with USAA for 8yrs. I am writing this email today as I am in extreme distress regarding my accounts with USAA as my identity has been stolen and all account cancelled by USAA because of this. OnXX/XX/XXXX, I called into USAA because I was unable to access my account. While speaking to a representative as we gained access, I discover a large deposit of {$5000.00} and several large withdraws which I bought to the representatives attention. At that time the account was transferred to another department, and the account was disabled. I explained to the representative, I recently had a payroll deposit ( {$1600.00} ) and anticipated several other deposits to include child support and my VA disability check and bills outstanding to post to the account. She transferred {$500.00} out of the affected account to another account while the investigation was being processed. I was issued a new card and reassured everything would be ok. A day later I called back to get the status/make sure all was well because I was now unable to access the account which funds were transferred. I was told the investigation was completed and my funds would be released, all pending direct deposits would be available once received. On XX/XX/XXXX I received a letter via email stating the fund would be available in 2-3 business days ( please see additional email with attached letter ). I called in because I needed funds as the money transferred to the other account was now too also frozen and I had nothing and needed to care for my kids. Once speaking to executive resolution representative, I was told that the decision to refund my money was overturned by an analysis as this was her personal decision. In addition, she stated, the analysis explained USAA would no longer do business with me because I was not a victim of ID Theft, all account with USAA would be cancelled and I would owe {$1200.00}. She explained, per the analyst, no one is to reopen any account no matter what. She stated it didnt matter if there was an ID Theft affidavit, Police report, CEO contact, OPM information or any other information showing ID theft my funds were gone and there was nothing that could be some as the analyst decision is the final stay so. The representative at that time begin belittling me stating, you really didnt make those withdraws and the mobile deposit, we dont believe that. I requested a thorough investigation be completed and a manager call back as I dont shop at merchant ( XXXX ), I dont write check and dont use mobile deposit. Also, all funds into my accounts are direct debts. She continues making statement stating, You made the deposit and withdraws really nasty. The representative explained I would not get managers call back request again denied as it was previously. Finally, I was advised that I could not make payment on my car and renters insurance as they will be cancelled for nonpayment. This has placed my family in an extremely bad situation and I really need your help. I dont feel it is right for USAA to cancel all my account and place my family in a hardship situation. I am the only provider in my family and nowhere to turn. Can you please help me? I have been victimized all over again by USAA.
|
| 07/08/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Charged fees or interest you didn't expect
|
|
Web |
|
|
XXXX XXXX - checking account ending XXXX Credit card - Signature Visa - XXXX Calling the MAP Dept which is the Credit card department OF USAA BANK for a Payout Amount since the of DATE OF XX/XX/2020, just to noticed my accounts have Systematic Mastic HOLD on deposits when I am trying to pay-off the amount of the credit card, and waiting 2-3 hours ON HOLD when calling only to realize unable to speak to anyone on my only weekday off which was Tuesdays.
After many calls and no one returning my calls dialing this XXXX several times more than 10 times, then final on XX/XX/2020, after leaving the auto repair shop time XXXX XXXX, I receive a call from XXXX from the MAP Department Credit card Department stating the approval for the Payout was accepted for XXXX! However I was thrilled they had approved the amount, but I had to pull over to stop to speak to XXXX ( USAA MAP Credit Card Services ) from XXXX XXXX XXXX in XXXX, thus focusing on my driving and getting off the road in order not to cause an accident. This was my main focus at this time. However, XXXX stated I had until XX/XX/2020 to pay off the XXXX amount. I did pay off the XXXX without the problem but then when the focus on Corona Virus, living in an apartment with Mold/Mildew leakage within the roof of the dwelling apartment thus concerned about the office equipment from my employment and trying to get out the leasing contract in order to move away to another apartment. The end result I forgot about the last payment and due date XX/XX/2020. However, when I made deposits to make the payments on the balance, my account was placed on hold and delaying the process of the payouts. Therefore, when the deadline of XX/XX/2020 came about the Payout Amount was defaulted and another XXXX was added to the balance plus interest.
XX/XX/2020 New Balance XXXX CREDIT CARD PAYMENTS : XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX XX/XX/2020 XXXX Payments equal XXXX XX/XX/2020 NEW BALANCE XXXX XX/XX/2020 XXXX transfer Deposit XX/XX/2020 XXXX on hold meaning Unable to make Payout the above remaining balance UNTIL XX/XX/2020 AND USAA CREDIT DEPARTMENT SERVICE DEPARTMENT ADDING INTEREST TO A XXXX BALANCE AND PLACING DEPOSITS ON HOLD AND DEDUCTING INTEREST FROM A XXXX BALANCE XXXX BALANCE.
XX/XX/2020 XXXX PAYOUT TOTALXX/XX/2020 XXXX PAYMENT FROM SAVING ACCOUNT _______ BALANCE OF XXXX PAID OFF -XXXX BALANCE BALANCE XXXX XXXX AMOUNT PAY OFF ABOVE PAYOUT XXXX XXXX -- -- -- -- -- TTL AMT PAYOUT XXXX XXXX AS OF XX/XX/2020 XXXX BALANCE AS A HOLD AMOUNT WITHIN THE CREDIT CARD STATEMENT XX/XX/2020 SHOWING NEW BALANCE XXXX AS A REFUND CREDIT FROM THE BALANCE OF XXXX BALANCE ( UNDER THE MINIMUM PAYMENT DUE DO NOT PAY STATEMENT DATED - XX/XX/2020 THEN ON 7 DAYS LATER XX/XX/2020 AN UNAUTHORIZED XXXX DEDUCTION FROM CHECKING ACCOUNT ( XXXX ) PLUS INTEREST FEE XXXX I WANT MY XXXX RETURN TO MY CHECKING ACCOUNT ENDING XXXX WITH INTEREST ON DAILY BASIS JUST AS I WAS CHARGED INTEREST ON DAILY BASIS.
WITH THE DEDUCTION FROM MY CHECKING ACCOUNT ENDING ( XXXX XXXX I WAS NOT ABLE TO PAY MY MONTHLY RENTAL PAYMENT AND HAD TO BORROW MONIES FROM FRIENDS TO PAY MY RENTAL FEE FOR THE MONTH OF XX/XX/2020.
|
| 08/04/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
Hi, I'm submitting this against XXXX XXXX XXXX.
Facts : I secured a VA home loan through USAA on XX/XX/XXXX for {$400000.00}. The mortgage was recorded into the XXXX Department of Records on XX/XX/XXXX from me to XXXX/USAA. The Deed was also recorded from the previous owner to myself on XX/XX/XXXX. For over ( 2 ) years there was no other recorded document, until XX/XX/XXXX. At that time XXXX/USAA assigned the mortgage to USAA, however, an individual named XXXX XXXX represented himself as the assignee for USAA, thus creating the appearance the assignment was properly executed.
XXXX XXXX, in fact, is not a representative of USAA and he is a " document control specialist '' for XXXX XXXX XXXX.
The reason for this is because I have fallen behind in my mortgage payments and " USAA '' has started the foreclosure process against me on XX/XX/XXXX. I will say that I have no intention of defaulting on my mortgage, and I have become delinquent because of a separate pending matter involving a signature of mine that was forged. This matter is currently pending in XXXX Court of Common pleas Case no XXXX, where I currently have a motion for summary judgment pending. This case has damaged me in excess of {$100000.00} and I plan to recover those sums shortly.
Now USAA changed service providers shortly after my initial purchase in XX/XX/XXXXsince XX/XX/XXXX the service provider has been XXXX XXXX XXXX.
It is reflected in my credit statements that my initial loan was sold, but there are no recorded documents stating such nor an assignment of a mortgage, ever.
Therefore, XXXX XXXX XXXX knew this problem of the chain of title and hired XXXX XXXX XXXX XXXX to initiate the foreclosure process against me, but they claim they are representing USAA in the Court of Common pleas Case # XXXX. I know that the current loan number they purport I am in default of no longer exists as of XX/XX/XXXX. The VA Case Number to that loan is XXXX, MIN : XXXX, Loan # XXXX. XXXX XXXX XXXX have gone so far as to redact every single reference number in their complaint, attempting to further XXXX fraudulent scheme, but after looking up the MIN I found that the current loan was is in fact serviced by XXXX and the investor in XXXX XXXX. Again, there is no record of the loan XXXX being assigned to XXXX, thus they have no standing, so they are operating under the impression through XXXX that USAA is attempting to foreclose, but the MIN will prove they do not have standing either. Furthermore, my XXXX credit report made me aware that on XX/XX/XXXX, my mortgage was reported as " Bank Adjustment/Deed in Lieu/ Bank Liquidation '', this is wildly illegal as I never received any notice and in XXXX it is mandatory that even before foreclosure proceedings can commence the borrower attend housing counsel in City Hall. This counseling did not take place until XX/XX/XXXX, yet somehow my mortgage was already deed in lieu. Even further, the original loan reference again XXXX, executed on XX/XX/XXXX and reported into the Recorder on XX/XX/XXXX, contains a robo-signature from the USAA representative XXXX XXXX XXXX.
This is one of the most flagrant fraudulent conveyances I've ever seen and it seems to be common practice for XXXX XXXX.
|
| 10/27/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Older American, Servicemember |
|
XXXX XXXX I contacted USAA and asked for guidance. I was nearing the conclusion of the escrow for my home at XXXX XXXX XXXX, XXXX XXXX CA XXXX. My home was under construction and nearing completion. My question was to a loan officer. I needed guidance as to what I could do to finish the back yard and other finishing construction needs once I closed on my home. I knew that I would have {$30000.00} in equity upon closing between the purchase price and the value of the house without the upgrades.
I was advised to take out a personal loan with the purpose of converting it into a Home Equity Loan after closing. I was concerned that the payment was high and told the loan officer that I could only carry that payment of over {$700.00} for two months at the most. I was assured that I would only be responsible for that payment for 30 days at most. After several days of consideration and discussion with knowledgeable friends, I consented to the arrangement on the condition the loan would be converted right after closing in XXXX XXXX.
I closed on my home, activated the USAA loan as agreed, and called to convert it to an Equity Loan in XXXX XXXX per our agreed plan.
I was told nothing could be done at all because USAA 's technological system was being updated.
I called in XXXX XXXX and was told the system was being updated and nothing could be done.
I called in XXXX XXXX and was told the same thing.
I called in XXXX XXXX two times and was told the same thing.
I called twice again in XXXX XXXX and was told the same thing.
I called three times in XXXX XXXX and was told the same thing.
I called multiple times in XXXX XXXX and was told the same thing.
I called in XXXX XXXX many times. The third or fourth call I was told USAA was not granting Equity Loans any longer.
I asked what other options I had, and was not guided in ANY way.
I called back in XXXX XXXX and was not guided or helped.
I called back in XXXX XXXX and was told to go to another institution. I was not guided as to what institution or what to ask for.
I called back in XXXX XXXX and was not given any options by USAA.
I called multiple times in XXXX XXXX and was just told to hurry up and find something.
I have requested someone from your office to contact me for help in finding a reasonable product. I have made this request in XXXX, XXXX, and XXXX. I have not heard from anyone in your office and it is XXXX XXXX.
I am XXXX. I am XXXX. I am an XXXX. I have NO expertise in the financial world! I trusted USAA for many, many years and turned to you for guidance. I would never tell anyone to just hurry up and go into a XXXX a {$60000.00} show like XXXX who had no experience what so ever!
USAA sent me out in a world I know nothing about to find a product to fix this situation. It has taken me months trying to figure out what products are available. I think there are alternatives for members of the military. I still am not sure what is out there. Unfortunately, I am not an expert in everything.
I do n't know what to do anymore since USAA has not guided me after well over a year of asking. USAA has not lived up to our agreement. I trusted USAA without question and paid and paid a huge amount of money all the while asking for help.
|
| 11/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA Savings Bank XXXX XXXX XXXX XXXX, TX XXXX USAA account # XXXX I applied for USAA secured credit card on XXXX. Application was accepted and I enjoyed card. But then the bad occurred I was a victim of credit card theft and it was a constant occurrence with me being an XXXX XXXX and frequent activity my bank allowed transactions not made by me. Several calls were made on my end to USAA to resolve issue no contacts back.
USAA has yet to respond to any of my requests. Months went by and I had not heard from USAA however the fraudulent account was still, and still is reporting on my credit profiles. I was constantly submitting information to USAA. To date, USAA has not removed this fraudulent account from my credit report. In fact, without any notice given to me, in contravention of the law, USAA further exacerbated this issue by denying my fraud dispute with the credit bureaus. Since then, I have continued to bear the financial burden of an account that was illegally opened by their company because of their fraudulent, erroneous and unfair credit reporting. Under Louisiana Revised Statutes Tit. 9, 3568 ( B ) and State Identity Theft and Credit Reporting Statutes, Each creditor who grants credit as a result of information which was obtained through an identity theft shall make available to the victim of the identity theft application information and transactional information, such as a copy of one or more complete monthly billing statements prepared in the regular course of business by a financial institution, in the possession of the creditor which the victim needs to undo the effects of the identity theft. Prior to providing information to the victim, the creditor or its representative may require the victim to submit a written statement, dated and signed by the victim of identity theft, which ( a ) provides information sufficient to verify the identity of the victim and the existence of an identity crime, including a copy of the police report and a copy of the victim 's state-issued identification card, and ( b ) states that the consumer authorizes disclosure of the information, and ( c ) identifies the information the victim requests to be disclosed. On the other hand, the Fair Credit Reporting Act, Section 623 ( a ) ( 6 ) ( 15 U.S.C. 1681 ) All furnishers must have in place reasonable procedures to respond to notifications from CRAs that information furnished is the result of identity theft, and to prevent refurnishing the information in the future. A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must thereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). When any furnisher of information is notified pursuant to the procedures set forth in Section 605B that a debt has resulted from identity theft, the furnisher may not sell, transfer, or place for collection the debt except in certain limited circumstances. Section 615 ( f ).
|
| 07/11/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
USAA has violated the timeline for investigating billing disputes and overturned it 's previous final decision a year after it was made in my favor, stating I reported fraud multiple times. However, this statement was false. Originally, in attempts to correct errors made by USAA employees, USAA continually re-entered the same fraud report on 4 different occasions which I am aware of. Despite finally correcting the error a year later they reversed their decision based off incorrect statements made by them. Regardless of the above statement, USAA was made aware of my request for supporting/investigative documentation, which it failed to provide. USAA was also made aware of my re-assertion of the billing dispute as these were fraudulent charges. USAA was supplied with my FTC and Police reports. Sadly, USAA has failed to provide notice of their receipt of my re-assertion of billing dispute. UNDER FCRA Section 623 ( a ) ( 8 ) If a consumer notifies a furnisher that the consumer disputes the completeness or accuracy of any information reported by the furnisher, the furnisher may not subsequently report that information to a CRA without providing notice of the dispute. USAA however, has reported the entirety of the balance to the CRA and failed to report notice of the dispute. Instead USAA has reported the dispute as being resolved falsely. Additionally, A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. Section 623 ( a ) ( 6 ) .USAA is in violation as they are reporting information the have been repeatedly notified of and given the supporting documentation that their report is incorrect. If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must hereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). Yet, USAA has failed to do this, reporting information they have been notified was the result of identity theft repeatedly. USAA states they have done so by re-investigating the charges after the timeline to do so had long been expired. Additionally, they have failed to produce the documentation and information as repeatedly requested and required of them. Furthermore, their " results '' are fail to accurately prove my liability for the charges. Stating I am responsible for charges at a hotel which I am a rewards member of. I am a rewards member of the majority hotels in North America. This is no way proves my liability. Regardless of their re-investigation none of that matters as the re-investigation itself and subsequent actions taken by USAA are in violate the timeline set forth to investigate and provide resolution for billing disputes. They seem to ignore this fact at every turn. According to the FTC After you giving USAA a copy of a valid Identity Theft Report, they may not report fraudulent accounts to the credit bureaus. However, they have continued to report charges previously identified as fraudulent to the CRA 's despite having been provided the FTC and police reports.
|
| 11/30/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I overnight mailed in a {$20000.00} check to USAA on XX/XX/18 @ XXXX.
I was not allowed to make the deposit via mobile app due to the amount, nor would they approve a one time exception when I asked, which they indicated they do in some cases. I called on this matter three times hoping for a different response, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Frustrated with the last response, I rushed the check out via XXXX ; see above details.
The check arrived to USAA on XX/XX/18 @ XXXX, signed for by " XXXX '' at the Front Desk.
On XX/XX/18 I realized that in my frustrated state, I mailed the check without a deposit slip or account number on the back of the check. I called USAA to advise them of such and they advised that the check would have to go through its normal process and once it was realized on their end, they would send it back. I was advised that this could take 2-3 business days When the check did not come back in that time, I called back, and was given yet another count of days. When the check did not come back, I called back again, and was again given another count of days. I do not recall the dates of the two aforementioned calls.
Finally calling in on XX/XX/XXXX, I was able to speak to someone who was able to advise that there were notes on my calls and so then I had to reiterate my story yet again. I provided this courteous agent with my tracking information. She diligently searched and advised that she would also open a " Work Item '' for research, again, I was given another set of days of when this would be completed.
When I called back, the research had not been completed and was advised it was due to the XXXX 's Day Holiday. I was then given another set of days I called back sometime the week of XX/XX/XXXX and was told my check had been found and that I could expect it in 7-10 business days.
I am returning this week ( yesterday XX/XX/XXXX ) from XXXX Holiday and vacation, because again I have not been contacted and no check has been received.
I am AT THIS MOMENT ON THE LINE WITH USAA. I have been advised that the research was closed as being completed on XX/XX/XXXX. NO ONE CONTACTED ME YET AGAIN. On this call I requested to speak to a " Manager '' because the previous person was not handling the call to my satisfaction.
We have no discovered on this call that USAA actually mailed that check XX/XX/XXXX, the day after received it from me. So they did not locate my check! And they did not mail it to my home, they mailed it back to the XXXX XXXX that I mailed it from! I have now been on the line for 1hr 03min.
Nothing but assumptions by agents, no documentation by agents, no contact to me by USAA ( only me to them ), falsifying research order notes in an effort to close them, failure to follow their processes of mailing items back to the account holder, and total disregard as a whole of my frustrations.
And now to boot I am advised by XXXX that because USAA mailed this check XXXX, I have to open a research request with XXXX to investigate the matter.
AND SO HERE I WAIT AGAIN.
EASILY THE WORST CUSTOMER SERVICE EVER, A TOTAL LET DOWN TO A SERVICE MEMBER.
I WOULD LIKE THIS ESCALATED TO THE CEO OF USAA.
I WANT THE CFPB TO PUBLISH THIS COMPLAINT.
|
| 01/06/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I went to lunch and attempted to pay with my USAA debit card. It was declined, I paid with cash, but immediately called USAA to find out why my account was not working, since I should still have money left in my account. I was redirected to their fraud department, and they determined that my account had received a $ XXXX check for deposit and withdrawal on the same day. Keep in mind, I was not expecting a payment of any kind for that amount, and when I have made large deposits or withdrawals in the past, I notified them, so there would be no issues. They then accused me of fraud and said they would not change their mind. I asked them how they came to this determination, and they said they " saw this type of fraud all the time '', and that there was no way that a hacker or scammer had all of my mobile security information to log in. They further told me I had XXXX days to pay the $ XXXX back or risk not being able to open another account with them or any other bank. They took my payroll check of {$2300.00}, which resulted in me having to cancel my XX/XX/XXXX vacation with my family, of which I was supposed to see my XXXX grandfather and mother who had XXXX. I could barely pay my rent for XX/XX/XXXX, and I am now behind on all my bills. I have since switched banks for direct deposit to avoid having to lose more income, and I even did an allotment for the remaining balance for the next XXXX pay periods. What is the point of being protected and insured and keeping my money is a shoddy banking institution when they are accusing me of defrauding my own account? I was a faithful USAA customer for over XXXX years. I even asked them if that was normal behavior for someone who has never had any suspicious activity on their account, that had multiple lines of accounts ( Checking, Savings, CD 's, Investments, Youth account, Spouse account, Auto and Rental insurance ) to purposely commit fraud against myself? Then the investigator asked me what type of phone and carrier I had, because the alleged fraudsters used a XXXX phone that was an XXXX from XXXX, IL. He fell silent when I told him I was with XXXX and I had an XXXX Plus in XXXX, OR, and had been an XXXX and XXXX customer for years. But they maintained that I was still responsible for the $ XXXX against this account. To date, I have opened a new account with XXXX, I have closed my CD to pay off my unrelated Secured Credit Card with USAA, and they sent me the remaining balance via check for {$16.00}. My husband and daughter will be opening new accounts this weekend, and to date, I now owe them {$600.00} of the $ XXXX that I 've already paid. Their XXXX department is a joke, their banking and insurance products are a joke, and they do not take care of veterans and their family 's financial information or security. They insist they are the industry standard when it comes to security, but I ca n't tell. When I spoke to some of my friends that had USAA, they begged me to leave the bank immediately, as there has been ongoing internal issues with employees committing fraud from within, as well as scammers using social media to defraud veterans and service members because USAA 's security is n't as tight as they advertise.
|
| 07/09/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
On XX/XX/XXXX I noticed that my USAA credit card account was showing as in collections although I had paid off the card days before. I contacted USAA via chat twice that day and realized that I had used an old USAA account number from when I was still married and the funds had therefore been misapplied. I have been with them for over 20 years.
During the second chat, I uploaded the 4 the Electronic Transmittal Forms ( ETF ) from XXXX XXXX as required by USAA, to prove that I had sent the payments. I not only paid in a timely fashion but I OVERPAID my balance by {$3000.00}. I was told that after I submitted these documents it would take up to 48 hours for them to receive them and there would probably be a 10 business day turnaround. WHY??? I told them exactly where the money went!??
Since that time I received telephone calls from their collections department NUMEROUS times although I called back and begged supervisors to make them stop and I kept asking for a status on my issue. No luck. I could list all the dates and times of these calls from collections AND to USAA asking but my phone only retains the dates/times going back to XX/XX/XXXX.
XX/XX/XXXX I received a call from XXXX in the back office that she had my case but she could not proceed without the account number where the money was sent that SHOULD have been in the original 4 EFT forms but she didnt know why no one mentioned that part of the requirement. Together, we called XXXX XXXX to request these docs and XXXX faxed them to her during the call. It was also during this call that I was informed that when the investigation was complete, the excess money paid would be returned to me via a check in the mail. I asked about the interest accruing on the $ XXXX and she said they would not be paying that to me because this was not their mistake. I asked for the interest because of the amount of time they were taking performing this investigation after I gave them all the information needed on day 1.
XX/XX/XXXX collections call received XX/XX/XXXX I called to get an update to be told they had not received docs from XXXX XXXX that had been faxed while I was on the phone with USAA and XXXX XXXX on XX/XX/XXXX. This call took 67 minutes.
XX/XX/XXXX collections call received XX/XX/XXXX Sent message via XXXX to USAA pleading for help. Received response asking for the name on my account and asking for some time for a thorough review of the situation - DC.
XXXX received an email from XXXX XXXX - Advocacy Advisor stating he would contact me about my issue shortly. Nothing.
XXXX Asked again through XXXX XXXX. Was told my issues had been shared with the appropriate area.
XXXX XXXX received ANOTHER CALL FROM COLLECTIONS I've also received mail via US Post about my 'delinquent account ' and the 'investigation ' and my credit card statement amount due has doubled.
How is it possible that they CAN NOT or WILL NOT resolve this? How much longer are they legally allowed to hold onto my money without a penalty to them and the harassment from their collectors?
I have attached transcripts of each of my chats with USAA. If necessary, I can provide screenshots to document the calls since XX/XX/XXXX and the email received.
|
| 06/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
|
|
On XX/XX/2019 I rolled {$4400.00} over to USAA on what I thought was 0 % APR loan offer. I took advantage of the same offer one month prior and thought the offer was valid through XX/XX/XXXX. I did the transaction online. USAA 's online balance transfer user experience is sub-par in the industry. Compared to competitors, it is visually confusing. At no point during my online transaction was I clued in that I was signing onto a variable regular APR loan at 18.15 % ; the terms looked identical to the 0 % offer I used only one month prior.
On XX/XX/XXXX I discovered an interest on Balance Transfer fee of {$50.00} on my USAA statement. I called USAA to inquire. They informed me I had not selected a 0 % loan, there was no available 0 % offer to transfer me to, and they could not refund my interest charge fees. I accepted responsibility for the mistake, while simultaneously expressing confusion as I am a responsible credit card consumer with a history of only using 0 % loans. While on hold I walked myself back through the online experience. That's where I began to see how confusing the online Balance Transfer experience is, especially when compared to XXXX, XXXX, XXXX, etc. I no longer felt 100 % accountable for this error. I asked them to look at my 22 year history with USAA and please refund the interest charge so that I could move the balance to another card, lick my wounds and move on ( I paid 3 % to transfer to USAA with another 3 % to transfer out again ; I would be out {$260.00} regardless ).
The rep repeatedly said they can not refund interest fees but elevated my case to executive resolutions and gave me a case number. She said they'd get back to me within 48 hours ; she would try to expedite my case. While chatting I asked her to tell me the balance I needed to pay to close the loan. She said {$3300.00}. I said that's not possible, the {$4400.00} loan was only 1 month old and I hadn't paid into it. She recognized the mistake and said she'd elevate that complaint as well.
On XX/XX/2019 I called USAA and spoke with the executive resolutions team. They said they were not under obligation to call me back and apologized for the incorrect information. There was also no record of the incorrect balance amount conversation.
After 2+ hours on the phone with USAA this week I am gob-smacked at their lack of compassion for human error, lack of acknowledgement of their misleading web experience and inconsistent customer service. My entire time on the phone I felt as if I were between a rock and a hard place, there was no give at any turn. For a company who specializes in helping individuals who experience life upheavals they are stern and inflexible with resolution of difficult or unexpected situations. I am writing mostly to warn others to stay away from USAA for credit card loans of any type as there is absolutely no room for error. I have generously received interest fee refunds from XXXX, XXXX and XXXX over my 22 years credit card history. Every other company offers a one-time courtesy refund to extend trust and customer good faith. USAA has lost my credit card business. I got off the phone, transferred my balance to XXXX and cut up my USAA card. Never again.
|
| 08/25/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I was charged {$1700.00} and on XX/XX/XXXX I was charged an additional {$2900.00} from XXXX XXXX XXXX. On XX/XX/XXXX when I received my statement, I disputed the charges with the merchant. They then turned around and tried to charge me again for {$3800.00} however the transaction was denied as I put a temporary freeze on my account which then resulted in me closing the credit card account altogether. OnXX/XX/XXXX I was contacted by XXXX XXXX, the third party mediator that represented XXXX XXXX XXXX, to try to resolve the matter. Conversations, both phone and email transpired over the course of the next two months. However after XX/XX/XXXX all communications stopped from XXXX XXXX despite my many attempts to reach out. I followed up again on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX, again all with no responses to my emails or phone calls. I also attempted to reach back out to XXXX XXXX XXXX on three separate occasions, but again, no responses were ever received. InXX/XX/XXXX I called my credit card company, USAA, and notified them of the dispute, they advised that I would need to send the dispute in writing and provided the address to do so. The representative also provided me a copy via email of the statement that I needed to include with my dispute. I was advised at that time that the dispute resolution usually takes 60-90 days. I waited until XX/XX/XXXX to follow up with USAA in regards to the dispute in which I was told it was still " in process '' and to allow additional time. I called back in XX/XX/XXXX and was then advised that the dispute had never been processed ; they apologized and said it would be expedited. I called back on XX/XX/XXXXfor status, spoke to a representative named XXXX and he informed that the dispute had been closed in my favor and that a full refund check was already in route to me and expected to be received byXX/XX/XXXX. On XX/XX/XXXX, I did n't receive the check and called USAA back. My first call with USAA on XX/XX/XXXX I was told that no claim was in the system, so I asked to speak to a manager and in process was disconnected. I called back and was then told that the claim had been processed that day and that the previous representative lied to me because they closed the claim with no payment because dispute was outside of 60 days. I advised the representative that per the terms of the agreement and the very language on the back of the statement, the 60 day window only applied to errors and or mistakes made on billing statements. This was not an error, it was a dispute and my claim met all the requirements, it was less than 100 miles from my home and in my home state and was for over {$50.00}, and was used on my credit card and not a cash advance. She said she was n't sure what to tell me at that time and again apologized for the previous representative telling me that I would be refunded. I asked for a manager and was then told one was n't available and that they were n't in the office that day. They refused their name and the alleged analyst 's name that apparently just reviewed my claim today, XX/XX/XXXX. All of these calls are recorded with USAA and should be pulled for evidence to support these claims.
|
| 03/07/2021 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
In the month of XX/XX/XXXX, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information electronically. I was not made aware of this action until XX/XX/XXXX when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email. At the time of the loan being taken out, address information was not correct. The address on file with USAA was listed as XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( where I lived up until XX/XX/XXXX ), however, my address at the time was XXXX XXXX XXXX XXXX, MD XXXX ( where I lived from XX/XX/XXXX to XX/XX/XXXX ). I updated address information with the post office immediately after moving. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident in XX/XX/XXXX. I have made several attempts at disputing this account with USAA. They have advised me that the account and the loan was not done fraudulently. A detective working on the identity theft investigation has also determined that the activity is fraudulent and was committed by spouse. The investigation concluded on XX/XX/XXXX and Detective XXXX XXXX with the XXXX XXXX PoIice department delivered the results to me. I have since separated from my spouse and I legally divorced due to this action, as I was unaware that he committed this. The martial settlement agreement declared by the court leaves my spouse responsible for this debt. This account and loan was opened up without my knowledge or consent and I am struggling with USAA on having is resolved. USAA has refused to give me any actions on how this can be removed, despite my submission of a police report and identity theft report. I have taken all necessary steps and recommended actions, but I feel that this is unfair for USAA to continue to hold me responsible for a fraudulent debt. I have tried to contact USAA multiple times and have spoken to different departments regarding this issue.
I previously submitted a complaint in XXXX and was contacted by a representative by the name of XXXX XXXX ( member advocacy ) and he left a voicemail with his extension. I was at work and called him back right after and I have left him several voicemails with appropriate times to reach me. I continued to call and leave voicemails daily for about 2 weeks. I called USAA and spoke to a representative who stated that he would have Mr. XXXX reach out to me, but this was never done. I have a copy of the call logs and voicemails. Mr. XXXX sent an email stating he could not get in contact with me, but I called back several times and only received his voicemail. The dispute was closed without any resolution and I am back at square 1. It is difficult and time consuming to get ahold of someone and I have spend countless hours on the phone. I have also written and mailed letters to USAA and the 3 major reporting credit agencies. The loan is currently being reported as a charge off and is negatively affecting my credit.
|
| 01/11/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX a deposit of {$84000.00} was made into my account.
On XX/XX/XXXX 3 withdrawals totalling {$5000.00} were made against my account as a refund was granted by USAA bank through XXXX that wasn't approved by myself but only by USAA bank because the original purchaser, XXXX XXXX, a XXXX year old child wanted a refund. USAA granted the refund without my approval or notification, then turned around and froze all the funds in my account on a 72 hour " fraud determination hold '' without my approval. I called 3 days later and found out that USAA had indeed closed my account and placed my entire balance of {$75000.00} on frozen hold for their policies and procedures authorization of policies for 60 days until XX/XX/XXXX when they said they were authorized to snail mail me out a paper check to my residence. They closed my account on XX/XX/XXXX and did not allow me access to my account or a refund of my balance of {$75000.00}, which is still with them almost 6 months later. The head of the fraud department, XXXX XXXX at XXXX XXXX XXXX XXXX that was assigned to my case, no longer worked there they told me and wouldn't refer me to anyone else to talk to me.
They also had my phone number flagged in their phone system as my calls were not to be accepted by them. Every time I called them they're phone system would would automatically drop my calls and tell me that I was calling at non business hours which wasn't true. I finally used another phone number to call and spoke with the fraud department and them saying that I had committed fraud with no proof. We the 60 day hold on my funds deadline of XX/XX/XXXX has come and gone, it's now almost 6 months later as of XX/XX/XXXX and I still don't have the {$75000.00} plus balance of my funds returned to myself and they have my current address. I lost a lot of friends and potential clients because I haven't had access to my funds, not including the other pain and suffering that I have gone through by not having access to my funds. My children 's last birthdays and XXXX was practically non existent since I did not have funds to access to funds to purchase things for them. I even had to go on food stamps or XXXX as they refer to it in California because I could afford to go out and purchase food. This is sad and should not be allowed by banking institutions to lie to people like me about giving distinct dates that they will provide you back your money and don't. The only communications that I have received from USAA bank since XX/XX/XXXX is my monthly balance statements with no indications of when they will return my funds. USAA is very unprofessional and nasty towards people if you get on their bad side but I never had a chance to prove or address the fraud issue that I was accused of by a XXXX year old kid.
That same XXXX year old kid just so happened to have run away from home after his bank through XXXX froze his bank account because they found out that he was only XXXX years old, so he had never gained access to the money either.
I hope you can help me recover my funds quickly and put a stop to their 800 pound gorilla in the room illegal practices. Thank you for your time and attention to this. matter.
|
| 05/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
Hello, Someone fraudulently opened a checking account with USAA using my name/information. I found out because in mid XXXX I received a debit card from USAA that I never requested, nor should be able to receive since I'm not a service member nor have I ever been. I contacted them and after multiple calls, days, and hours of my time they finally were able to deduce that the account was fraud and that they would proceed to close it. I asked that once the account was closed to please send me a physical/mailed confirmation that the account was closed, both for my records and peace of mind. I believe that sending out a letter stating that an account has been closed is common practice with banks, or at least it has been in my experience. I also feel like given the fraud situation this is something that should be provided to the person affected without hesitation.
A few days ago ( late XXXX ), I received a bank statement from USAA about this fraudulent account. This was worrisome, so I decided to call them to figure out why I was receiving a bank statement from them, and also why I had never received a mailed confirmation of the account being closed like I had requested. They then proceeded to ask me for all my personal information ( name, address, social security number ), to which I told them that I would be happy to give them my name and address but I didn't feel comfortable sharing my social security number because of the exact security issue that I was dealing with them about. I them proceeded to be told that I could not be " authenticated '' and was hung up on.
I then proceeded to call back and finally got someone on the phone that would help me to some degree. The person asked for my SS number again and out of frustration I gave them my information in hopes of some resolution. She then confirmed that the fraudulent account had been closed, however that she wasn't sure if a physical/mailed confirmation could be mailed out to me. However that she would put in a " request '' for physical/mailed confirmation to be sent to me but that didn't mean that I would actually receive said confirmation.
This whole issue has been going on for months and has been a huge headache. As a bank serving the American people ( not to mention our armed forces ) I believe it's their responsibility to act quickly and justly when they're informed that they're involved with fraudulent activity. Banks have security measures to prevent this type of fraud from happening. It is clear that they either don't have these security measures or they're set up to bypass them in certain cases. They have demonstrated to me that they have no concerns for the public or their consumers, this is shown by the lack of clear answers and also inability to fulfill a request made by someone affected by their lack of security measures.
I'm not sure if this complaint is addressed to the correct governmental organization. However I do believe that USAA lack basic consumer protections that put me in this situation and I'm sure plenty of others. As a financial institution they should have solid consumer protections and security measures in place to minimize the risk of this happening.
Thank you
|
| 05/21/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Hello All, I travel for business and was in XXXX for the last two weeks working with a client. Unfortunately, somewhere between Thursday evening XX/XX/XXXX and Friday morning XX/XX/XXXX I lost my debit card. I called USAA first thing Friday morning upon noticing that the card was missing. I also while on hold checked my phone app to see if there was any fraudulent activity. Thankfully there was none. The USAA rep asked me if I would like the card expedited to me. I said absolutely. I was flying home that day and now was traveling without access to my funds. Figuring I could make due I made my way home to my family. I thankfully have a joint account with my wife, so I transferred money to her account and we took out cash for the weekend. I vigilantly checked my account for fraud. I did not see any unauthorized activity. However, my sons School lunch program deducted their scheduled payment and XXXX deducted a scheduled payment both using my supposedly cancelled card. Monday comes, and I receive my new card. I open it up and being a security consultant for many years my heart sunk. They had issued me the same card number, expiration date, and csv ... .in other words a copy. I called USAA immediately upset and concerned about a lot of things. Some of those concerns included : They left a card reported lost active for 3 days should they manage my money? How many more days till I can use my account again and have full access to my money? If I didnt share an account with my wife, and she not have a card tied to it I may not have been able to buy formula due to lack of access to my money ... .my kiddo would have starved? Is this happening to others less fortunate then me? who else is the incompetency of this department hurting? Exposing? The first USAA employee I spoke to I immediately warned that I am quite upset and why. I then decided I didn't want to bite off the head of someone that low on the totem pole, I requested to speak to a supervisor. The supervisor comes on. I inform the supervisor of the situation and receive zero empathy or remorse of leaving my family exposed and without access to their money. I then request to speak to that supervisors supervisor. Third person is the first person who even sounds concerned. None of them however went ahead and killed the card until I requested it. 3 employees all made aware of a card that's been left active that shouldn't have been and I am the one informing them to kill the card. I am the one having to explain why this is bad. I have normally had good experiences with USAA, but I now do not know that my money is safe. Not looking for anything other than that you the federal over-site checks to ensure that the lost and stolen card department is doing their jobs. Especially when it comes to keeping my money safe and other familys money safe. Lastly, they should be notifying customers of the cancellation and issuance of cards dont you think? Not once did i receive notifications through there app, even to let me know of the cancellation of the card. Credit Card debit card Copy attacks happen every day. Shouldnt a bank be concerned and doing everything to keep that from happening? Thank you for your time!
|
| 04/12/2017 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
USAA froze all of my family 's assets held at the institution, locked our debit cards, and unreasonably denied access to all funds through all methods of withdrawal. They additionally refused to honor bill payments USAA sent on my behalf via their online service despite plenty of available funds and despite the payments being initiated before the account was frozen.
USAA informs me that they did this because there was a security concern with the account. I was told by a customer service representative that a third party, potentially inadvertently, entered my account number into USAA 's automated phone system. According to multiple customer service representatives there was no compromise of any account, no suspicious charges, and the caller was not able to successfully authenticate.
I was initially informed of the security concern via SMS message from the bank and upon receipt I immediately called to inquire about the issue. The customer service representative walked me through changing my website credentials out of an abundance of caution and assured me that no further action was required. The next day, Tuesday the XX/XX/XXXX, my debit card transactions were being declined so I called USAA to find out why. It was n't until then that I was informed that my assets had been frozen. It would have been simple for me to make arrangements for an alternate payment method for the day if USAA had informed me the night prior about the account status. Instead, my entire family found itself in a position where we could not withdraw from an ATM, initiate an ETF, use XXXX, visit a bank branch, make a purchase with a debit card, or access any of our money held in any USAA account by any means.
While the accounts were in this locked state, no customer service representative was able to tell me when I would be able to access my funds. They were unable to tell me what USAA 's process is for unlocking the account or what the status of any investigation might be. They also could n't provide me with an accurate estimate of when this would be resolved. USAA was, however, able inform me that there was nothing I could do about it except wait patiently. Effectively, my assets had been seized for an indeterminate amount of time and without reasonable justification. This continued for about one week from XX/XX/2017 to XX/XX/2017.
If there was any question about the legitimacy of transactions on the accounts, it would have been trivially simple to confirm them with me over the phone during one of my many authenticated calls to the bank during this period. Instead, USAA refused to honor my website bill pay requests causing both my regularly scheduled mortgage payment and my county property tax payment to be rejected. There is nothing I could have done to prevent or mitigate the situation.
I have asked USAA to reimburse me for a {$35.00} returned item-handling fee that has been assessed by the county in response to the returned property tax payment. USAA refused my request.
USAA 's actions were excessive and their drastic response was not proportional to the severity of the situation. USAA 's actions resulted in direct financial damages to me.
|
| 01/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
XXXX has repeatedly failed to give myself access to my wifes account, severely restricting my ability to use my familys finances.
My wife had to call numerous times and speak to multiple different agents in order to get me added digitally To her account, and give me access. Between several different agents, this simple task has now taken over XXXX months, and its still not complete. Throughout the entire course of this issue, USAA has not only failed to notify us of our account status, account changes, but they have failed to perform their basic duties as a financial institution.
At one point, an agent added myself to my wifes account as a child. This is because the agent did not know the difference between the word spouse and child. This agent, along with several other agents advised that a debit card would be sent to our house and would arrive soon. As of writing, this still has not happened and an agent today confirmed it still has not been sent.
Almost every single agent has given my wife a different answer as to why this hasnt been completed yet. Every time an agent has tried to contact my wife, who is a teacher, they call her in the middle of the day and leave no message or callback number. This completely eliminates my wifes ability to talk to an agent, due to your business hours.
This issue has gotten so bad, and again has taken over two months now - So I took it upon myself to email the advertised CEOs email address, XXXX of USAA. I believe this is falsely advertised as the CEOs address, in order to make the business seem more friendly.
Today and agent called me, Claiming they worked in the CEOs office. When I asked them if the debit card had been sent, they immediately stated that the debit card has still not been sent. This agent claimed that the newest reasoning for not sending the card, is that we didnt give them a pin number for it. This agent falsely claimed that my wife was notified. My wife was never notified about this, which is why we have still been waiting and I had to contact XXXX.
This agent refused to answer a simple question- why does USAA insist on talking on the phone, in order to do literally anything?
The reason I ask this, is because USAA refuses to address this issue at all, unless we are currently on the phone. As proven by our dozens of phone calls and numerous interactions across several different agents, they are not capable of resolving this issue even while they have us on the phone in real time. Further, this latest phone call has proven that they will change their answers every single time, instead of resolving the issue.
At no point did any previous agent ask my wife about a pin number. It is despicable, disgraceful, and downright unprofessional to have withheld a debit card for XXXX months, and claim its because of a lack of pin number. If a pin number was needed, they could have easily just assigned a random number- which is what almost every other bank in the world does. Also, it can easily be updated remotely, making this agents claim absolutely false. I strongly believe this claim about a pin number being the sole cause of this card not being sent, is a direct lie.
|
| 07/19/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
To Whom This May Concern, I am writing to dispute fraudulent charges on my XXXX XXXX accounts. This is not some online debt validation letter. I am seriously writing you this letter in real time. I am a victim of identity theft, and I did not make these charges. I request that you remove the fraudulent charges and any related finance charge and other charges from my accounts. You marked these accounts as closed and charged off.
You already have my Identity Theft Reporting documents supporting my position, and a copy of my credit report showing the fraudulent purchases items related to your company that are the result of identity theft. Also enclosed is a copy of the Notice to Furnishers issued by the Federal Trade Commission, which details your responsibilities under the Fair Credit Reporting Act as an information furnisher to CRAs. The Notice also specifies your responsibilities when you receive notice from a CRA, under section 605B of the Fair Credit Reporting Act, that information you provided to the CRA may be the result of identity theft. Those responsibilities include ceasing to provide the inaccurate information to any CRAs and ensuring that you do not attempt to sell or transfer the fraudulent debts to another party for collection. This request is made pursuant to the Fair Credit Billing Acts amendments to the Truth in Lending Act, 15 U.S.C. 1666-1666b, 12 C.F.R. 226.13. See also 12 C.F.R. 226.12 ( b ).
Account applications made on paper, online, or by telephone Application records or screen prints of internet/phone applications Account statements or invoices Records of payment or charge slips Delivery addresses associated with the account Records of phone numbers used to activate or access the account Signatures on all applications and accounts Stop reporting information about the debt to credit reporting companies Expired Statute of Limitations 6 years in Pennsylvania This letter is to inform you that I am aware of my rights under the Fair Debt Collection Practices Act and my state laws. I have verified through my states Attorney General that the Statute of Limitations for enforcing this type of debt through the courts in Pennsylvania has expired ( see attachment ). Therefore, should you decide to pursue this matter in court, I intend to inform the court of the expired Statute of Limitations.
This letter will serve as your formal notification that I consider this matter closed and ask that you or anyone else from your company stop contacting me regarding this fraudulent debt matter, except to advise me that your debt collection efforts are ceasing or that a specific action allowed by the Fair Debt Collection Practices Act or my state laws, will be taken. Please be advised that I consider any contact not in compliance with the Fair Debt Collection Practices Act to be a serious violation of the law. Please use the attachment provided form IRS-1099c to write off this fraudulent debt and crease reporting me to the nationwide credit bureaus ( CRAs ).
I will immediately report any violations to the proper authorities and take whatever legal action is necessary to stop this contact.
Thank you for your cooperation.
|
| 06/02/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American |
|
SInce XX/XX/XXXX, I have been trying to update my beneficiary ( POD ) with all my USAA banking accounts. This is due to me getting married last month as well as an upcoming major XXXX I will undergo. I want to get my affair in order, just in case. After numerous attempts through online chat and phone calls, I am getting nowhere.
On XX/XX/XXXX, I managed to reach an online chat agent who sent to me a " XXXX XXXX XXXX '' form that I needed to fill out and return. After reviewing the form, it didn't seem right so I contacted an online chat representative later that same day. This representative informed me that I had been previously misinformed and I could go online to my account page and update the beneficiary ( POD ) there.
I attempted to update my POD online. The online banking site informed me I could not update my POD online and should call USAA directly. After two calls of being misdirected to the wrong support staff, I reached a customer support representative. This representative attempted to update my POD with my accounts but informed me the, 'system is down ' and to call back later. That representative informed me that, despite me having previously designated my brother as POD over a decade ago, I have no current POD designated.
ON XX/XX/XXXX, I managed to reach a USAA representative by phone ( after a 32 minute hold ). That representative tried to update my POD for me but came back and read to me from her computer terminal, " software unavailable at this time ''. We were unable to complete the action. The representative reaffirmed to me that USAA has no record of me having designated a POD to my accounts. I recall having done so around XXXX.
On XX/XX/XXXX, I recieved a telephone call from someone representing themselves as a customer support representative from the USAA " CEO 's office ''. I explained my situation and she was apologetic and said she would complete my request for designation of a POD on my accounts. After being on the liine for more than 30 minutes, she came back to me and said she was unable to complete my request. She stated she would need to transfer me to another department and asked if my spouse ( the new POD designee ) would be available to 'answer questions '. I became suspicious.
I also discussed with this representative that the existing POD on my accounts had mysteriously dropped from my accounts in XX/XX/XXXX. I had researched this from my old statements to confirm that, in fact, my brother had been designated as POD up until XX/XX/XXXX but had mysteriously dropped off after that date. This was without my action or me being notified.
The representative placed me on hold and further researched. She came back and said she discovered my brother as POD had vanished after XX/XX/XXXX ( I had found it to be XX/XX/XXXX ; not sure of the discrepancy ). We ended the call with the USAA repXXXX directing me to call back and ask for a different department. I no longer have confidence in USAA 's ability to help me.
Most troubling - I have gone years without a beneficiary ( POD ) on my accounts when I had expressly designated one. They dropped my POD unilaterally without telling me.
|
| 02/23/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Older American, Servicemember |
|
In XX/XX/XXXX our payment to USAA Credit Card Services, which I thought was sent electronically from our account with XXXX, was not credited on the date I had indicated for payment. When the payment was a couple of days late, I contacted XXXX and was told USAA Credit Card Services had insisted a paper check be sent for payment. When contacting USAA Credit Card Services, I was told the payment had still not been received and was told I should have paid my bill another way such as having a prepaid account or paying through their web site. I explained I had been paying this bill via electronic transfer of funds for about 20 years without problems with payment always being on-time. I believe I made two calls prior to the payment being made to the account and was treated as being the problem on two separate occasions. I then asked to speak with a manager or customer service representative to discuss this concern. After speaking with a manager, I was told my concern would be forwarded to a Customer Service Advocate. I was contacted by XXXX in the USAA CEOs office who listened to my concerns regarding the insistence for a paper check from XXXX to the USAA Credit Card Service Division. He once again told me of the process with the third party vendor handling the payments and all of the other ways to pay my bill. I also informed him of my past experience with electronic transfer which had been flawless and that I pay our auto, home owners insurance, and all other insurance with USAA via electronic transfer without any problem. He did not comment on that. I live in an area where there are documented concerns with the ability of USPS to provide timely service and had been informed by a business colleague the XXXX XXXX area has also had USPS delivery concerns making the ability to pay bills via electronic transfer more timely and cost effective. Again, no comment.
Our XX/XX/XXXX payment went through without difficulty and was timely.
In XX/XX/XXXX I scheduled the payment 2 days early to prevent any concerns since the due date was on a Saturday. When the payment was not received on time, I contacted XXXX XXXX who once again told me that USAA Card Services has demanded that a paper check be sent for the payment and they would not accept an electronic transfer. The check was mailed on XX/XX/XXXX XXXX XXXX XXXX, MN and was to be paid on XX/XX/XXXX. The payment was not received. I attempted to contact XXXX and left several messages with no return calls. I then contacted customer relations at USAA and eventually spoke with XXXX who listened and then told me all of the things both I and XXXX XXXX should have done and basically I interpreted the conversation as this was my fault and my banks fault. When I pushed the need to improve the process she said Good Bye! Have a nice day. And hung up on me.
XXXX is the 5th largest bank in the USA and has a presence in 28 states. It seems odd that USAA Credit Card Services will not accept their electronic transfers when all other companies and vendors I partner with will. This has been extremely frustrating and does not seem to be the way to treat military and veteran members of the XXXX XXXX.
|
| 11/30/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I had recently filed for divorce after a 35-year marriage and was hoping to use the {$50000.00} settlement money for a down payment on a house. Starting about XX/XX/XXXX, while I was playing XXXX XXXX XXXX on XXXX, a player started to chat with me using the account XXXX Using my XXXX profile information and knowing from that that I was a semi-retired XXXX, he gave me the story that he was in the XXXX XXXX serving in XXXX, parents not living, and only an uncle still living. Grew up in XXXX with a current address in XXXX, FL. He wanted me to contact his base commander with the following information about him to request that even though COVID was raging around the world, if I as his " fiance '' ( which I never claimed or accepted as truth ) could get him on a flight out on XXXX, where he had been " transferred '' to in XX/XX/XXXX.
This was the information " XXXX '' provided : XXXX XXXX-XXXX/XXXX [ XXXX ] XXXX XXXX XXXX He began by asking me to donate to a local orphanage in XXXX that he likes to go to on his days off. I eventually agreed as that tugged at my heartstrings, so " XXXX XXXX '' sent me the info to transfer cryptocurrency into XXXX which I was not really familiar with.
Over time, " XXXX '' told me he loved me and wanted a life with me once he completed his deployment and retirement papers. That soon developed into he has some valuable-5 gold bars-that he was shipping to me for safekeeping until he returned home.
This fake company, XXXX XXXX XXXX, looked legitimate when I XXXX it, and I was none the wiser. In XX/XX/XXXX, the " shipment '' stalled supposedly in Alaska as cargo insurance had not been bought, so it would remain there on hold until this was taken care of. I ignored and tried to block him until about XX/XX/XXXX, when he was able to reach me again through previous " confirmation '' emails from XXXX XXXX XXXX that he was cc 'd on.
After time, I would get occasional updates from the XXXX XXXX saying it was " not enroute to Montana, followed by Alabama, and then finally XXXX, TX. '' Any time I was in doubt or wanted to stop this " transaction, '' he would threaten me and my family as he knew where I lived and had actually emailed/contacted my now ex-husband.
The shipment from " XXXX XXXX XXXX '' had the tracking number of XXXX and the agent that the money went to is : XXXX XXXX XXXX XXXX Acct # XXXX IBAN : XXXX Swift code : XXXX Address : XXXX XXXX XXXX XXXX, XXXX The total amount taken from me was {$21000.00} and though I contacted my bank even when a transaction was marked as " pending, '' they told me since it was a wire transfer it was already being processed and to try contacting the other bank/agency.
The original report I filed in XXXX with the FTC has a report # XXXX One last thing, on XX/XX/XXXX, I reopened my XXXX for a business account, and " XXXX '' commented under the fake profile, XXXX XXXX of " Sports Team '' of XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX and on his ... info XXXX profile, he had XXXX listed instead of XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the XXXX part above is a portion of my email address which he is aware of XXXX XXXX
|
| 10/04/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
I opened a case dispute on XX/XX/2022 this was a debit card transaction that I was part of a previous credit from a merchant. The bank applied that credit to another disputed transaction and therefore this transaction the became the focus of dispute. the bank has refused to communicate with me. I am XXXX I have a XXXX condition it XXXX XXXX and I suffered a XXXX while trying to deal with the stress of this banks awful customer service. In reality this was a new and not outdated dispute because the action usaa took rendered it now as an erroneous charge again. This card was never presented at the location it was never provided directly to this merchant ( hotel ) In fact USAA can see from other transactions that I was not at that location or in that country. Since my XXXX my XXXX has been XXXX and I cant XXXX on the phone. USAA Website member contact link is not available/not operable. I questioned why after XXXX days the provisional credit was not posted ( through member chat ) and I was promised escalation communication. as other members note this does not happen. I have repeatedly requested merchant response documentation copies but they ignore email to executive communications general email and then the member chat portal. I have copies of multiple attempts and none have been responded to. I am XXXX and can not get any response. The dispute analysts only want to call and speak in person. Before I XXXX my XXXX the analyst had me send documents DIRECTLY to private email at her home without going through secure portal. I was very worried and asked for investigation about non secure way of getting documents from customer. They have refused to respond to any of my concerns. The agents don't know was XXXX access is. Some of the chat agents have looked up that there is no access working in the portal but they have no other options. They just say they escalate and someone will contact but they don't. I have agents be rude and they don't help particularly now I have XXXX XXXX. there is no way to get help with anything other than chat and they told me my only option is to write in! i have all this documented in chats. The wider dispute is very complicated and this is a part of it. it involves third party information that i need to know is secure. they will not directly communicate with me. I have been assigned XXXX advocates initially but the one has not responded to my bullet point concerns and requests after over XXXX weeks. I asked her about XXXX access as I was starting to have negative symptoms. The stress this banks failure to respond and communicate is very damaging. The agent was dismissive, obstructive and denigrated me when I raised my limitations with regard to my XXXX and asked him to review the prior chat that get disconnected. Immediately afterwards they closed a dispute without properly investigating or communicating with me as i had requested for weeks. The supposed CEO office does not respond to the general email box and the chat is ineffective. As a XXXX individual it feel as though they deliberately cut off any access to direct XXXX way communication at ab escalated level despite multiple requests.
|
| 09/15/2015 |
Yes |
|
|
|
Web |
|
|
In XXXX my husband received an offer from USAA for 0 % interest for 17 months on balance. We are USAA members -- and have several insurance products through the company -- I was able to join USAA through my husband. I clicked on the link and started to apply. The application did n't state the balance transfer at 0 % so I emailed through our member account and received an email back addressed to me that that was the offer that I had. When I got the card before the balance transfer I called and confirmed over the phone that it was indeed 0 % interest for 17 months. So I did the balance transfer which included a processing fee of XXXX. When I received the bill it had an interest rate of 17.90 percent on balance transfer and a charge of XXXX. Despite confirming in writing and over the phone that that was the offer I had -- USAA now says that the offer was only good for my husband and not me. I plan to transfer the balance out, cancel the card and all other products I have through the company, and had asked for the fee and the interest to be reimbursed. I had only applied for the card for the 0 % interest offer and would like to be reimbursed for the fee and the interest because that is not what I was told via email and phone that I would have for an interest rate. I 've spent several hours on the phone and no one is willing to help me. This is the email I received from them initially confirming the offer : Dear XXXX XXXX, I received your message about an offer that you received, and I will be more than happy to look into this for you.
If you accept the credit card, you will get 0.00 % until XX/XX/XXXX on purchases, balance transfers, and convenience checks.
Balance Transfers are considered a Cash Advance.
Interest Charged on Cash Advances - A cash advance accrues interest from the date the transaction is posted until the date the advance is paid in full. Your first statement shows the posting of the cash advance and the finance charge assessed from the posting date to the statement closing date. Subsequent statements will reflect the finance charge from the statement due date to the date the cash advance is paid in full. Convenience checks, ATM transactions, balance transfers, and overdraft transactions accrue interest daily.
Since the interest is 0.00 % until XX/XX/XXXX, you will not have any interest until after that for the remaining balance. Each balance transfer and convenience check has a transaction fee up to 3 %.
We value your business and the opportunity to serve all your financial needs.
Thank you, XXXX XXXXUSAAUSAA means United Services Automobile Association and its affiliates.
Message History Expand/Collapse From : XXXX XXXX XXXX Date/Time : Tue XXXX XXXX XXXX CDT XX/XX/XXXXMessageWe received an email stating we could open a USAA Preferred Cash Rewards World MasterCard credit card and have zero interest on balance transfers until XX/XX/XXXX. However, in the online application it says there is no grace period for balance transfers. We 'd only like to apply if there is no interest on balance transfer for that duration. Is there something else I need to do online to access this offer? XXXX
|
| 01/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
Servicemember |
|
I contacted USAA and told them I had a change in my income status and requested for them to negotiate/change terms because right now they have my MINIMUM payment at {$640.00} a month.
I told the Executive Resolution Team that I am experiencing hardship due to loss of a job, pay cut and that the debt is simply spiraled out of control requesting forbearance to allow me to make smaller payments or no payments at all for a limited-time. USAA told me I would need to go into a delinquent status before they would negotiate.
I then contacted the Financial Improvement Team ( FIT ) however they were not genuinely focused on helping members who are struggling with debt and credit situations and told me I would need to default in order to receive services.
Since XX/XX/XXXX, I have taken preventative actions to manage my USAA account by asking for help so I could PREVENT default.
USAA refused to offer - Temporary hardship plans - These plans are typically set for 6 or 12 months. USAA refused to reduce my account to 2 % of my current balance. USAA refused to address the interest rate and reduce to anywhere from zero to 9 %. USAA refused to waive fees and penalties and refused to offer me a pre-plan arrangement. I asked for the preventative plan months prior in XX/XX/XXXX to have some type of temporary payment relief that I need as a XXXX XXXX Veteran.
USAA refused to offer any long term hardship programs - when I asked USAa to freeze the account and close the account - USAA stated it would not as I had a checking and membership. USAA refused to provide me with payments amortized o
ver 5 years ( 60 months ) which would be similar to the temporary plans of 2 to 2.5 % of the current balance set as your monthly payment. USAA acts like a bank and does not provide hardship options to for militar
y members and their families.
I then filed a XXXX complaint against USAA Federal Savings Bank on XX/XX/2019 - Complaint ID # XXXX USAA refused to waive or reduce the minimum monthly payment. USAA refused to remove past late fees or implement any hardship plan to reduce the overall debt. USAA does not want to provide me with an option to pay off the balance in a shorter time frame. USAA understands that my circumstances have change which have impacted my money and I am not bringing in enough to meet the current monthly obligation of {$1100.00} a month MINIMUM payment which is ridiculous.
I am facing longer -term financing challenges and USAA has made it clear that it does not want to offer me options to PREVENT mismanagement of my account, to PREVENT mis-payments or any negative marks going on my credit report. USAA has made it clear it wants my credit card account delinquent before they will work with me. Instead of providing military members with options that will PREVENT harm.
USAA did not help me by offering preventative options when I repeatedly asked for help. USAA has turned into a predatory lender that wants to bring harm to its military members who dedicated time, commitment and service to protect the freedoms of this great nation. I couldn't believe USAA was not open to any hardship payment plans or agreements.
|
| 07/31/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/18, I was contacted by someone from the XXXX XXXX XXXX, who stated that I was owed {$520.00} credit from a computer company that went out of business for services that I purchased. When the refund would not got back on my XXXX card, they asked me for my bank. I told them USAA, but my account was credited {$2500.00} instead of {$520.00}. I was sent an email with the USAA logo stating that I had to pay the difference of {$2000.00} back to them in gift cards from XXXX. I went to XXXX, purchased gift cards and withdrew {$2000.00} from my USAA account. I called USAA that night to ask them to verify where the funds originated from and they could not tell me. I told them that I felt that I was a victim of a scam because the XXXX XXXX people had used/accessed my computer and I could not get back on my computer for an hour ( which I felt was suspicious ). I called USAA again next day and they transferred me to a fraud division to file a complaint. They still could not tell me where the funds had originated. I decided to close my account beause of 1 ) the way the representative handled my complaint and 2 ) XXXX called me and told me that someone had tried to make a purchase at XXXX and XXXX XXXX on my card also on XX/XX/18 for {$400.00} and {$200.00} respectively. This confirmed that I was a victim of a computer scam. I tried to close my checking account on XX/XX/18 but had to wait 24 hours till XX/XX/18.
I received a letter from USAA on XX/XX/18 telling me that there was no fraud on my account. I also received a letter two days after telling me that my account was reopned and that I had to pay {$2500.00} in 41 days or it would be reported to credit agencies.
1 ) Why was my account reopened after I closed it?
2 ) Why can't USAA tell me the origination of the first credit of {$2500.00}?
3 ) Where did the debit of {$2500.00} originate?
4 ) Why was it so easy for the scammers to access USAA account without me giving them checking account numbers or anything, but the name of the bank.
I called a representative again a couple days ago, still no one can tell me where the credit originated from. As a banking institution, anyone can put money in and take money out of someone's account with no identification name or source. Don't banks monitor deposits and withdrawals. They want to hold me accountable when they can't hold themselves accountable. It was a scam obviously. XXXX was professional enough to investiagte and credit back my acoount, but USAA wants me to be victimized again. I want them held accountable for the credit to the account originally when I did not even give my checking account number to the alleged XXXX XXXX XXXX scammers. Aren't there laws to protect customers from scams using the banks?
So now I will be scammed twice. 1 ) By the scammers for {$2000.00} and 2 ) by the bank for {$2500.00}. I have a thirty year credit history with no late payments ( this can be verified ) on it but now this incident will tarnish my credit history. I will not be victimized again. I also reported this to the Federal Trade Commission Consumer Response Center for the computer fraud and I have a reference number.
|
| 01/28/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
XX/XX/XXXX, I fell victim to an e-check scam. USAA Federal Savings Bank assumed I was part of it. After 19 years, they assumed I was a criminal.
The scam started on XX/XX/XXXX. A person claiming to be from the human resources department at the XXXX XXXX contacted me. She said I was shortlisted to interview for an available position based on my talent.hubstaff.com resume. I did n't recall applying for the company. However, after an exhaustive year looking for a permanent position, I let this slide, along with her XXXX address.
I followed the instructions, and used my XXXX address to contact a supposed XXXX XXXX Hiring Manager via XXXX. This did not appear out of the ordinary. In looking for remote work, other companies mention XXXX for communicating with virtual staff. The hiring manager said to meet her at XXXX PST the next day.
We met as scheduled on XXXX. She told me more about the Content Manager position and the XXXX XXXX. The job description was comparable to other companies and her details of the XXXX XXXX matched the company 's website. Then, she asked several interview questions. I assumed this was the first stage, so I did n't find it odd. When she came back 25 minutes later and said I had the job, I was incredibly shocked. Even the most menial remote position had steps. Nonetheless, I allowed myself to believe it was true.
She asked me to verify full name, provide my address and began to discuss payroll. This is how she learned I banked with USAA.
We met back on XXXX on XX/XX/XXXX. Around XXXX, I received an email from a supposed XXXX XXXX supervisor, complete with a XXXX-page offer letter, company code of conduct, XXXX and XXXX forms. About an hour later, I received the email with an e-check for {$4800.00} to buy my laptop from an approved vendor. I was to deposit the check using a mobile app.
Since they were giving me money, not requesting money, I was n't suspicious. Plus, I 'd been using mobile banking for years. I took a photo of the front, the back, then made it to the verification screen. It stated {$200.00} would be made available immediately, and the remainder in 7 days. Still believing it was a legitimate job, I did NOT press submit. I thought the long hold would delay training. However, USAA Federal Savings Bank ceased doing business me within an hour. When I asked for an explanation, the manager alluded to fraud, yet would not provide specifics.
Luckily, a XXXX search lead me to an article that exposed the full scam before I completed those " new employee '' forms. I told the fake hiring manager I would not be moving forward and blocked her on XXXX. I saved all correspondence for reference. In addition, I filed a complaint with the FTC, and notified XXXX support so others might be protected.
Meanwhile, my relationship with USAA Federal Savings Bank is a nightmare. I never received anything in writing, so the only way to learn about this process is by calling. What 's more, the empathy and information vary each time. From what I 've gathered, my account is in credit-only status. It will be cashed out 60 days from XX/XX/XXXX, and the fraud department 's decision is final.
|
| 11/12/2015 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
|
|
I spoke to XXXX at the ceo 's office of usaa about my complaint that was previously filed and they did state that they were in the wrong. they stated their 3rd party company who set up the payments never hit the process button to begin the repayment schedule. They advised to me that they would remove the late fees attached to the account, XXXX, XXXX, XXXX, and as well update the credit reporting agencies that the delinquencies were to be updated and removed, and leave me with an outstanding principal balance they are demanding I pay to the account. I asked why it is I have to pay the remaining after being caused grief from this company, they could not answer this question other than by stating I owe the balance and they will not pardon or dismiss anything and that they will just close the account. I told her that I do not wish to have the account closed with a remaining balance and the only way I would close the account is if there is a XXXX balance being reported. Usaa seemed to not care that the last 60 days have caused other financial problems with my credit and that they caused me severe harm to my credit report. They are still stating to have the balance paid off or they will reflect that I have not paid and basically that I am a debtor to them. I told XXXX that I felt insulted by this resolution as its not just about their money at this point, its also about the fact my credit has been effected negatively and has caused grief with other finance companies I am CURRENT with. I told her that I would need to think about paying them any more money as they have had other accounts with me that they also treated me poorly on. XXXX left the conversation as the fees will be removed, and the credit will be updated, but as far as pardoning my balance she is still claiming I have to pay off the remaining portion. I feel at this time, this company is just trying to under cut things and are trying to get me to just feel happy for a day and pay this so they can be done with me as well. I told XXXX she is just trying to keep things happy for the bank and that her resolution does not fix the problem here, all she said was that she was sorry grief happened and that there would be internal coaching done to make sure things like this do n't happen again, which did not make me feel well in the least knowing that my account was the first that has been handled the way that it has been. It is disgusting this company acts this way demanding there be a payment placed to the account when they failed to process the first payment as it was. I asked how I am supposed to feel comfortable with my own bank account now, knowing that the person who set up the payments, did n't complete his job, and may now still have access to my personal information. She asked I review my bank account, I told her I live where there is none, she then stated oh well just check your statements when they are mailed to you. What happens if there is money taken before I get my statement and my account ends up in the negative, she had no response other than to pay usaa, and that she assured me the representative would n't have my personal information.
|
| 01/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
I am a longtime USAA member. For years, my husband and I have used USAA checking accounts to pay our bills, including mortgage payments.
USAA has several features for members, including bank-to-bank transfers ( between USAA to/from external banks XXXX, XXXX, and mobile deposits of checks. USAA does not have a brick & mortar location, so the only other way to deposit checks is by mailing it a po box in Texas ; the deposit time can then take up to a week.
I attempted to deposit a {$11000.00} check that I received on XX/XX/XXXX through the USAA mobile app. I was unable to do so because the USAA app stated my deposit limit was {$1000.00}. I needed the money sooner, so I deposited the check into my XXXX XXXX XXXXXXXX checking account.
Today, XX/XX/XXXX, I attempted to move the funds from my XXXX XXXX XXXX account to my USAA checking account. When I attempted to initiate a bank-to-bank transfer, the mobile app and online banking interface indicated my transfer limit was {$0.00}.
I called USAA, which told me that an " EXP '' code had been placed on my account because I had a returned check deposit in XX/XX/XXXX. The USAA representative stated that this code was added automatically by the system, could not be removed by anyone at USAA, and would remain on my account for 6 months ( until end of XX/XX/XXXX ). During that time, the USAA representative told me that I would be unable to : initiate any XXXX transfers from any USAA accounts, conduct any bank-to-bank transfers ( of any amount ), send any wires from my USAA accounts, or deposit any amounts greater than whatever the USAA alogorithm determined was permissible ( {$1000.00} ). The representative was not able to initiate a bank-to-bank transfer from any of my verified and linked external bank accounts to a USAA account and stated there was nothing USAA could do.
I am filing this complaint because I never received notice that an " EXP '' code had been placed on my account, was never given any redress, and I believe that the restrictions on my bank accounts are excessive, given that the returned check was for less than {$200.00} and I have over {$30000.00} in my USAA accounts. Further, the restrictions extend to activity that has never been an issue -- I have never had a bad external bank-to-bank transfer, never sent a bad wire, and never had a bad XXXX transfer.
There is NOTHING on my USAA account that indicates why the bank-to-bank transfer, XXXX or wire functions do not work. I only learned by calling and spending significant time on the phone with 2 reps. Online and on the app, USAA 's XXXX just gives me an error, and the bank-to-bank just states that my limit is {$0.00}. I had not intended to deposit a check that would be returned -- that was a mistake on my part.
I asked USAA what I could do to get my money over to USAA, which is where all my mortgages pay automatically from. They suggested I do XXXX transfers a week via XXXX ( limit of {$2500.00} ) for 5 weeks, or write checks for {$1000.00} to myself. I am very upset. When I asked how I could move my money out, they said I couldn't wire any. So I can't even get my money out of USAA.
|
| 04/19/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
XX/XX/2021 XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX Social Security # XXXX DOB : XXXX XXXX I hereby make a ghost-letter attempt to a resolution on various credit items and/or items of public record that currently show on XXXX XXXX, XXXX XXXX and XXXX respectively. My position is legal based upon sections of the Fair Credit Reporting Act as well as the Fair Debt Collection Practices Act. These laws are to make sure that a level and fair playing field exist to protect American consumers from abusive reporting procedures on credit reports, as well as illegal and deceptive collection practices. I stipulate at this time that are no condition am U making an identity theft claim or accusation, so I demand that policy be adhered to by all creditors and respective credit reporting agencies.
Amended consumer rights Fair Credit Reporting Act Public Law 15 U.S.C. 1681 : XXXX : XXXX Fair Debt Collection Practices Act : https : XXXXdebt-collection-practices-act-text On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. My dispute is quite specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611.
CREDITOR CONTACT INFORMATION : USAA SAVINGS BANK XXXX XXXX XXXX XXXX, TX XXXX ( XXXX ) XXXX ACCOUNT # XXXX On these subscribers that are reporting the affixed information, I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly.
I am posting this dispute through the Consumer Financial Protection Bureau, the governing body of the Fair Credit Reporting Act and the Fair Debt Collection Practices Act. Please respond to this dispute within 30-days as mandated within federal guidelines.
Sincerely, XXXX XXXX
|
| 02/27/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/2020 I would like to file a consumer complain against USAA Bank ( Main Office : XXXX XXXX XXXX XXXX XXXX, TX ) Phone : ( XXXX ) XXXX and XXXX XXXX ( XXXX XXXX XXXX XXXX, GA XXXX ) Phone : ( XXXX ). On Sunday XX/XX/2020 at XXXX my XXXX-year-old son and I went to the ATM machine located at XXXX XXXX on XXXX XXXX XXXX XXXX , GA to make a cash deposit of {$200.00}. We had recently opened him a youth spending account with USAA and he was excited to have an account and his own debit card. USAA has few to no ATM or standing banks in the area so the use of an ATM machines is standard practice with account holders.
On this occasion, which was my sons first experience with using the ATM machine, the machine errored and ate his {$200.00} cash deposit. I immediately contacted USSA bank and filed a dispute. Monday XX/XX/2020 I called to confirm the dispute was entered and I was told that it would be 48-72 hours. So, on Wednesday XX/XX/2020, I called again and was provided an email at the time stating they denied the claim because it was a non-USAA ATM machine and they could not verify the deposit by forcing another institution to audit or review the ATM camera.
Needless to say, I was very upset that they would allow the use of outside ATMs but would not have a policy to dispute outside ATM malfunctions. So, I attempted to address this from another angle by contacting XXXX XXXX after getting nowhere with USAA. XXXX XXXX Customer Service Line informs me that the banking institution I have an account with ( USAA ) would have to file the dispute with XXXX XXXX and they did not take dispute requests from individuals who are non-account holders. So, I again contacted USAA to escalate the problem and got the response that contacting other banks to file disputes was not a part of their protocol.
Still not ready to give up on Thursday XX/XX/2020 I was able to go inside the local XXXX XXXX Branch and speak with the Branch Manager. He informed me that the ATM is not owned or operated by XXXX XXXX, but it operated by XXXX. ( I know from working with XXXX that they are a carrier service and collect and move funds via armored truck not a banking institution ). So, I did call XXXX and they confirmed they service the machines and would come out at the request of the owner ( XXXX XXXX ). Again, I relayed this information to XXXX XXXX to which I got the response no, we are not calling XXXX to come out, go to your bank and have them resolve.
I am very displeased with the customer services or lack thereof and even more disgusted that my XXXX-year-old has lost his money that he has been saving up for some time. But, I am positive that this has happen to others and I think that banks should do a better job resolving these types of issue. I would like for both USAA and XXXX XXXX to take responsibility and implement a practice to resolve these problems other than saying, sorry we can not help you. No one should experience the frustration of having your money that you worked for taken by the banks that you entrust to hold guard it. Please assist us in next steps in holding these banks accountable.
|
| 09/04/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
Servicemember |
|
On XX/XX/2022 I was denied an extension of my credit for an auto loan by USAA. I, XXXX XXXX, Consumer /Natural person rights were violated by USAA XXXX Adverse action against a consumer is AGAINST THE LAW according to the EQUAL CREDIT OPPORTUNITY ACT which is codified in 15 U.S. Code 1691c and is pursuant to civil liability in 15 U.S. Code 1692k. Violations include 15 U.S. Code 1642,15 U.S. Code 1681m and 12 CFR 1002 being that I made an application in good faith, but credit was not issued. In addition my Social Security Number ( credit card ) was used and I received NO benefit proving this to be proof of fraudulent activity, unauthorized use of a credit card by USAA. If USAA fails to make any reasonable procedure to resolve this matter and compensate me for the use of my credit card I will indeed make USAA criminally liable for ALL DAMAGED PURSUANT TO 15 U.S. Code 1681n and 15 U.S. Code 1681o!
Credit : is the right granted by a creditor. A creditor is one who regularly extends credit, and is the person to whom the debt arising from the consumer credit transaction is initially payable on the face of the evidence of indebtedness. Therefore pursuant to federal law, USAA an not extend credit nor be a creditor. USAA stated I was denied the extension of my own credit due to delinquent past or present credit obligations.
I know I am the consumer and original creditor shall not be discriminated agaisnt in any aspect of the credit application. I was discriminated against in the inital part of the application because I, in good faith execercised my right to extend credit ( 15 USC 1691 ). Not only is this discrimination, due to the fact that another consumer with a " better credit worthiness '' would get approved the extension of their own credit. This is UNAUTORIZED USE of my credit card ( 15 usc 1602 ( l ) ), I completed a credit application, my credit was checked, and everyone benefitted from this transaction except the cardholder. s I know am the original creditor I granted USAA the right to extend my credit. I granted the right to extend my credit with my credit card which in pursuant to 15 USC 1602 ( l ) is defined and will prove my Social Security Card number is the card credit device existing for me to obtain money.
In pursuant to 15 USC 1681 ( a ) ( k ) - adverse action. No where does it mention denial of credit. Why is that? Dont you think under the laws governed on credit that it would mention credit under adverse action if can deny? Well it does not and that is because there is no denial of credit. Again I know am the consumer and the original creditor. Everything listed for denial are factors from a consumer report but not deciding factors. can not deny me an extension of my own credit. In pursuant to 15 USC 1611 USAA are criminally liable for misrepresentations, giving false and inaccurate information and also failing to disclose accurate information.
Now Im demanding USAA approve me and extend my credit that I originally extended to USAA back to me. Regardless of what USAA have to say, they can not deny me of my credit. Otherwise show me the law that states it.
|
| 10/01/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
Hello, I filed a dispute about a charge on my USAA federal bank debit card where the merchant did not render the services that were promised and the dispute was greatly mishandled. The amount was {$220.00}.
First I was sent a letter saying I had to provide additional documentation for my dispute by XX/XX/XXXX, but my dispute was closed before being allotted the full time period to provide documentation.
I called them back and had them re-open the dispute. When they did I was told to upload my photos as evidence which I did. While on the phone the rep stated to me that the services that were provided to me from the merchant didn't look satisfactory and she/the merchant needed to give me my money back. Thus he could clearly see the photos.
On another call I was told that if the merchant re-buttled I would have the opportunity to provide any additional evidence before the dispute was closed. That did not happen I did not have the chance to provide any additional statement or evidence in fact they stated to me that they could not see my evidence, that the photos were in black and white, so why would they close the dispute instead of contacting me for more photos? and how could the contact representative see the photos in color, but all of a sudden they were in black and white when it came time to settle the dispute?
On XX/XX/XXXX at XXXX I received an email stating that they sent my information to the merchant to dispute and it would take up to 45 days to get a response.
On the same day one minute later at XXXX I received an email that the transaction was closed. The rep told me that the photos were in black & white so they could not see them, but the first rep was able to see them. Also how was my dispute sent to the merchant and one minute later resolved if it normally takes up to 45 days?
The rep also told me that someone would contact me regarding my dispute its been 7 days and no contact. I have re-uploaded the photos though.
I feel that USAA is not sufficiently working my dispute and just closing it. I do not know why I am being discriminated against, but they have not advocated on my behalf nor provided a fair dispute process.
The complaint was three wigs that I had colored and/or cut.
The first wig the merchant colored 1/4 of a wig. I don't know who only wants the right front side of their hair colored.
The second wig was supposed to be bleached blonde. It was auburn and very splotchy and unprofessional.
The third wig was supposed to be cut into a short bob. It was cut so short and so uneven that one side was longer than the other and the bang was so short its no way to ever make it look like the style asked.
I did not receive what I asked for. In fact honestly because she colored 1/4 a wig and also cut a wig uneven I feel I was scammed because she handed the wigs to me in a bag to take home and I did not see the full extent until I got home where I contacted her but she refused to refund my money. I spent about {$500.00} for the wigs and she scammed me and ruined them and USAA will not allow me a fair dispute process to get my money back.
|
| 05/19/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
XX/XX/XXXX, deposited onus check from my mother in law to purchase a travel trailer. XXXX made available, XXXX withheld. Talked with chat, asked to release hold as mother in law banks with USAA, can verify issuance and USAA can verify availability. Agent refused, said hold is to protect USAA from itself.
XX/XX/XXXX, transferred XXXX from my savings to checking to cover cost of travel trailer $ XXXX.
XX/XX/XXXX, called XXXX AZ time, spoke with female, asked options to transfer funds to another member. She informed me they could do real-time transfer, no restrictions, put me on hold to confirm no limit cap. Advised ok to proceed. To avoid a scam, we didn't want to do the transfer until we were in person, so we opted to call back.
XX/XX/XXXX, called XXXX AZ time, spoke with female who couldn't do transfer as she doesn't have resources. She cold transferred me to the executive resolution team. the gentleman seemed caught off guard, asked some questions as to why I deposited a large check. I told him we were purchasing a travel trailer, told to call back to do XXXX transfer. gentleman said he cant do it - I asked to escalate, he offered callback, I demanded a supervisor, he declined. I was told a suspicious deposit needs 5 days to clear. I said suspicious deposit, you released XXXX, I moved XXXX AND I was told there would be no issues doing over the XXXX limit, getting an exception. I also cited the website that said for over XXXX, call. The gentleman refused to transfer my money. Finally I transferred XXXX, my husband called on another line and they approved a XXXX transfer.
In summary, there are inconsistent expectations and policies being cite. Consumers are being asked to jump through hoops and no exceptions can be made. I offered to have my mother in law verify the activity, confirm funds, speak with this as she was at my house. I reiterated there is no hold on the XXXX and I have an available balance of XXXX, so I'm confused why a transaction from one USAA member to another can not be done. Apparently it can if you make multiple calls. I work for a major bank, handing escalated complaints, involving CFPB. The course of actions taken, promises made, and the ultimately resolution should all be reviewed. My husband and I did everything we could to make a safe and sound purchase. I was advised that the check I deposited the night before could not be viewed, that all checks are treated the same. Seems like a system limitation as remote deposit should be able to make images available within 1 day and that onus checks should not receive a hold - at the very least, if a hold is required, a verification of funds and/issuance could have occurred. It concerns me that when I needed my bank the most, they set false expectations, made me as the consumer jump through hoops and even encouraged floating money between accounts to get around their XXXX cap on the transfer. Also, when attempting to escalate, I was told I couldn't and no one was available. USAA reps put me in a vulnerable situation where I was trying to be proactive to avoid being scammed and to clear the funds.
|
| 01/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Two charges that I did not authorize or initiate were made to my account number xxxxxxxx, from " XXXX XXXX XXXX / XXXX XXXX. The first charge was on XX/XX/XXXX in the amount of {$580.00} and the second was on XX/XX/XXXX in the amount of {$300.00} ( Attachment # 1 ).
These appear to be new cellular device / new cellular service charges from XXXX 's XXXX XXXX. I have never purchased a phone from XXXX XXXX, nor have I ever had phone service with them. I filed a fraud complaint with USAA when noticed these unfamiliar charges. I filed the complaint successfully and spoke with several USAA representatives, the last of whom told me that the vendor had acknowledged that the charges were not legitimate, and the total of the two amounts, {$880.00}, was refunded to my account in XX/XX/XXXX.
The representative told me that USAA would send me documents for signature to finalize the fraud investigation and refund. I was happy to assist. However, I was about to leave on an extended trip where I would have limited access to email and no mail service, and I told the representative I wouldn't be able to sign the documents until I returned at the end of year holidays. They told me I would also receive a copy that could be signed electronically.
However, I did not receive any emails or written communication about the matter while I was away from home. Then, on XX/XX/XXXX, the entire amount of {$880.00} was charged to my account again ( " Adjustment to Account : Reference no. XXXX '', Attachment # 3 ).
When I returned home, I found a hard copy of the USAA paperwork waiting for me with a signature request. However, it specified a deadline of 15 days, which the representative did not mention, and while there was an option to sign online, I never received that information. The representative with whom I spoke did not mention or did not know that this would be a problem.
I made several calls to USAA to try to resolve the matter, but each time I called, representatives told me different things, and each time I had to start explaining again and again. Additionally, when the fraudulent charges were reapplied to my account, my total balance was now over my credit limit, so I started receiving daily calls from USAA. However, these representatives are debt collectors, and will only pressure me to make additional payments for the account. No matter how many times I have tried in good faith to work with the company, the argument keeps going in circles.
I can't even get clarity now as to whether they are reopening this investigation or if they will resend the affidavit, etc., or indeed, if any of the information I have repeatedly and patiently provided has been recorded.
Someone illegally purchased a cellular phone that is demonstrably not in my name, and it has cost me money that I do not have and is now costing me anxiety and lots of time, and I am still unable to solve it. I have always kept my account under the credit limit and paid my monthly bills carefully on time and the lack of help from USAA in this situation seems like an undue hardship for an error that was not mine.
|
| 09/09/2017 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
I am disputing all the credit-card charges ( approximately {$15000.00} plus ) of my former husbands on a defunct USAA credit-card account that USAA has used to lower my credit score from 820-840s to the low 600s. This USAA account was opened XX/XX/XXXX by my ex-spouse. We were married on XX/XX/XXXX. The separation agreement was court authorized onXX/XX/XXXX. Living in the state of Arizona, after that official date of separation, Arizona law states that all credit-card purchases are the sole responsibility of the person who made the purchase/transaction. In addition, as a part of that separation document, all open joint and individual credit-card accounts were listed, copied from a credit report. My ex-spouse signed that acknowledgement of the accounts. There is no USAA card listed. We divorced with my former husband residing in the XXXX area and I in XXXX.
Some time after the XX/XX/XXXX divorce my ex-husband somehow had the account reactivated. I had no knowledge of the account 's existence or of any of the charges.
My ex-husband suddenly XXXX XXXX on XX/XX/XXXX.
USAA was notified by the Personal Representative of my ex-spouses XXXX. At that time it appears that USAA transferred all the charges to my name ( only ) and began to call me demanding payment. I explained the situation but the calls persisted. I tried to educate each caller, many acted as if they did not have any information except the total amount due. One stated that the debt was subject to national laws not the state laws ( untrue ). The USAA agents would not even provide me with the account number! During these calls I requested copies of historical records that were ignored by USAA. They also began calling my daughter. She stopped taking any calls from unfamiliar numbers.
The estate 's Personal Representative subsequently called USAA and provided the address of the probate attorney for USAA to forward the information regarding the debt. USAA did not send notice to the estate, and continued to call me. I sent a cease and desist letter to USAA on XX/XX/XXXX and the telephone calls stopped but the " non-payment '' and " in arrears '' notices on my credit reports caused two other credit-card companies ( XXXX XXXX XXXX XXXX and XXXX XXXX XXXX ) to cancel cards. I sent a letter to XXXX on XX/XX/XXXX explaining the situation but they replied with a letter stating they defer to USAA 's reports.
USAA subsequently sent the amount due to a collection agency, the XXXX XXXX. They began to call. When I explained the situation they put the account on hold, and sent me copies of recent USAA statements with my name on them ( that I had never seen, they had been sent to my ex-husbands address in XXXX ) that only show the amount owed and accumulating non-payment and interest charges, no historical purchase information. After a second letter from XXXX saying they once again were asking for the funds, I called them on XX/XX/XXXX. XXXX advised since I was disputing the charges they were going to refer the account back to USAA. I subsequently called USAA but they did not have the files back on their computer system.
|
| 02/24/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
USAA believe they can do whatever they want. I'm fully aware that USAA has been knowingly and willingly violating my rights, their own policy and federal law with their unfair, deceptive, abusive practices or services. USAA have been in the news over the pass recent years of paying out big financial fines from OCC, CFPB, FinCEN ... its a pattern of racketeering activities of closing deposit accounts, credit card accounts without seeking customers ' required authorization or providing timely notices.
while speaking to multiple people and informing them of the multiple adverse actions and violations USAA continue to conduct. in the different departments because of the lack of being able to answer simple policy questions, concerns and more they didn't know their own deposit agreements and/or credit card holder agreement. this adverse action is something that violates my customer rights and federal consumer protection laws.
the credit card account limit ( {$8000.00} ) was decrease in the month XXXX of XXXX to ( {$2600.00} ) in the month XX/XX/XXXX, after making a {$7000.00} payment which didn't violate any policy or agreement. that adverse action in changing the original terms cause my credit score to drop drastically.
on XX/XX/XXXX USAA closed my credit card account which is another adverse action according to 15 USC 1691 ( d ) ( 6 ). I received a phone call from USAA attempting to collect an alleged debt stating that the account is past due and the account was close on Wednesday, XX/XX/XXXX. I stated that I sent over a ( via ) fax, through the electronic portal a revocation of debit ( especially ACH debits ) attached to any account associated with my name with USAA, but they ( USAA ) continue to debit my accounts that only for electronic payments ( by definition according to 12 CFR 229.2 ( p ) means a wire transfer or an ACH credit transfer ). what I noticed is that USAA will conduct the " electronic payment '' that can not be returned once the payment is ( actually and finally collected ) makes it final and " irrevocable '' which I will upload the evidence of the completed payments from their portal access. by their unfair, deceptive and abusive practices they will run that same amount on the same day as ACH debit payment ( which can be returned for multiple reasons ) ... which the accounts I used to tender those electronic payments were deposit only account to process " electronic payments '' and not any form of debit payments. hence why I revoked authorization to stop debiting my accounts for that second payment each time. I submitted a stop payment order according to 15 USC 1693c and over the phone they said it will be honored but never was. I made multiple payments since then and USAA continue to process the electronic payment and ACH debit payment which is two complete different payments and causing my credit card account to not be available to use for personal and household use.
I spoke with multiple representatives while they kept passing the buck and even escalated to the executive office where I spoke with someone else. nothing was resolved.
|
| 10/07/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American, Servicemember |
|
OnXX/XX/2019, I was on-line to make a payment to my credit card account ( USAA ) and by mistake, I clicked to pay the full amount owned ( {$3400.00} ) instead of a {$500.00} which I usually pay/month. When I realized I clicked the wrong amount, I called the customer service phone number and talked to an agent named XXXX ( sp? ) who was unable to reverse even though I called her 2 minutes after. She stated that I would have to wait 10 Calendar days to reverse the payment and for me to call back on XX/XX/19. I heard her actually counting out the days while I was on the phone with her. On XX/XX/19 the amount was deducted from my checking account. On XX/XX/19, I called customer service at USAA again and talked to XXXX and she said it would be a reversed in 10 BUSINESS days after amount was cleared. On XX/XX/19, I called again and talked to XXXX and she said the reversal would be made that day and gave me a case number. During that call, she put me on hold and checked with someone else to make sure that could be done on XX/XX/XXXX ; and it was confirmed Today XX/XX/19, still no credit of said amount into my checking account. I called and talked to XXXX at USAA and she said that XXXX made a mistake and the it was to be 10 business day from XX/XX/19 for reversed payment. I asked to talk to a supervisor as I was confused as to exactly when my refund would be made. After 32 minutes on hold, I was connected to XXXX in the resolution center of USAA. She put me on hold as she looked into my issue. She came back to tell me that no direct reversal of credit to my bank was possible and I only had 2 options : 1 : Send a check to me which would take 2 days for the work order and another 10 days to be approved or 2 : Have a cash advance made through my back ( would charge me ).
She said that even though I was told by the above agents that this could be done ; she could not address what I was told, even though she saw all calls documented in their data.
I am currently out of country and have a US address for all mail, but I'm not physically there to deposit the check.
She had no other options for me. I was on the phone a total of 1 hour and 6 minutes with no resolution of the matter.
Now ; why did all other agents say a direct reversal was possible, but there was different details as to whether it would be 10 calendar vs. business days ; and what date would the count down begin : day of payment to USAA or date cleared by my bank. XXXX also told me that day didn't count either.
I asked that the check be mailed overnight, but she could not guarantee that could be done. So ... .it will be possible that I would have to wait 32 or more days from payment of the credit card to resolution IF I can figure out how to deposit the check. And by the way, my bank will hold the deposit for 3 days as well. So, 35 or more days!!
As far as I'm concerned, this is not fair banking practice and I should be protected by the Fair Banking Act. To the least this is poor practice and no care for the consumer and my more than {$3000.00}.
Your consideration of this matter would be appreciated
|
| 02/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
XXXX XXXX, XXXX, pulled all three credit reports, preparing to refinance our VA loan. Disputed inaccurate information pertaining to account balances. Only one company did not respond correctly ; USAA. Instead of updating correct balance information to XXXX, they responded with payments are made on time/no late payments. This is not what was disputed. I disputed incorrect balance on VISA account. XXXX XXXX, called USAA VISA to ask why balance had not been updated? Customer Service Rep responseafter 45-minutes of researching, etc.was, We update at end of the month. OK. That was less than a week. We could wait to apply for Refi.
Today, we got notification from XXXX XXXX, XXXX FICO score dropped 78-points since last XXXX, XXXX XXXX! I checked online. USAA dispute had closed but disputed USAA balance was not updated. Called XXXX. They advised USAA balance had not been updated since XXXX XXXX, XXXX. Furthermore, USAAs response to dispute was not answered correctly. XXXX advised us to file a complaint with you. XXXX FICO is based on incorrect information. We will probably lose our excellent rating and our 2.25 % loan rate.
Today, XXXX XXXX, XXXX, I called USAA, again. I was on the phone for 1.5-hours with another customer service rep who kept putting me on hold to do research. Finally, I Was transferred to an Executive Resolutions Team member. Her response to USAA not updating XXXX was this : We have 30-days from end of Dispute to respond to you. We will mail an explanation. Then, the credit reporting agency has another 60-days to respond. When I explained the dispute was ended, USAA did not respond to disputed credit balance but rather to payments are made on time this representatives response was the same. When I asked to speak with someone in the department that handles disputed information from credit bureaus, she said, We do not have a department like that I can transfer you to. Me : Really? Surely, someone, somewhere has to physically respond to these disputes? Her answer was the same : No such department. There is no person I can transfer you to who can correct USAAs mistake. However, on XX/XX/XXXX, USAA managed to update XXXX and XXXX with correct VISA balance. But not since XXXX XXXX, XXXX have they updated XXXX.
Unfortunately for us, mortgage companies use the lowest score to determine interest rate. Our scores fell from XXXX ( excellent ) to XXXX ( good ) in five-days! All because USAA did not properly answer the disputed subject. We have been a member of USAA since XXXX, and been with their bank since opening in XX/XX/XXXX.
There has to be accountability. This is going to adversely affect our interest rate and our mortgage payment. We are now retired, on a fixed income. Our income is 25 % of what it was last yearbefore taxes. Refinancing was supposed to reduce our monthly payment by {$630.00}. Now, were worried we wont qualify for 2.25 %.
We have done everything we can to resolve errors on our credit reports, spoken with XXXX and multiple times with USAA to correct their error. Weve received little assistance from XXXX and zero from USAA.
|
| 07/21/2015 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
I want to bring a few concerns of mine to your attention in regards to a stop payment request I made on XXXX XXXX and XXXX to USAA.
1. Lack of appropriate controls in place to ensure my stop payment request was placed on my checking account, costing me {$850.00} as a result,2. Working with representatives that ; a. Hung up on me when they became frustrated with my call, b. Provided me with false identification when I asked for a way to know whom I was speaking with for reference, i. I discovered this when I spoke with a manager who could not locate the agents notes or the agent when I provided the reference I was given,3. Unauthorized transactions on my account, a. I directed the last supervisor not to remove the stop payment fee as I paid for a service, to stop payment, the supervisor removed this fee specifically against my directionOn XXXX XXXX, 2015, I called USAA to request a stop on a check. I provided the representative with the check #, the name of the payee, and informed the representative of the approximate amount of {$880.00}. I told the USAA representative I was n't sure the amount was accurate. The USAA Representative informed me as long as I gave him the check # and the payee I made the check to, he would place a stop on the check.
On XXXX XXXX, 2015, I called USAA back, to provide the exact amount of the check, which is {$850.00}. The representative informed me that it would take XXXX hours for the system to process and cancel the XXXX stop and the XXXX stop would set in.
On XXXX XXXX, 2015 I checked my account and discovered the check had been cashed on XXXX XXXX, 2015. This was XXXX days after my last call with USAA to place a hold on the check.
At this discovery, I called USAA and spoke with a representative who terminated the call unexpectedly. I called back and spoke with the manager and he confirmed the fault of USAA for not placing the hold on the check.. He informed that he noted my account and asked for my phone # for the Executive Resolution Team to call me in XXXX hours.
The next day XXXX XXXX, I called USAA and spoke with the Executive Resolution Team, identified himself as XXXX. I explained my situation and XXXX was no help to resolve the mistake. XXXX stated, there is nothing he can do for me and he left me with no solution. I asked for his superior 's contact information and he said, he is the highest and gave me no information.
XXXX said, he can credit me back the {$29.00} service and I asked him XXXX times to not credit my account. I informed him I do n't want the credit back to my account I wanted the stop payment service performed correctly. However, I checked my account the next day and discovered that XXXX disregarded my requests and still credited my account without my consent.
This is just plain lousy customer service from USAA employees and there was nothing else I could have done to effect my goals. USAA failed and adding insult to injury refused to take any blame, responsibility or acknowledge wrongdoing beyond the failure to put in place the stop payment ( acknowledged by XXXX but denied by XXXX ).
|
| 09/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On or about XX/XX/15 I transferred {$250.00} into my checking account to cover the highest balance and most past due of my two credit cards in the amount of {$250.00}. This left a remaining slightly late balance of {$150.00} due on the other card and it was agreed between myself and the USAA Special Debt Solutions agent on the phone that rather than have them auto debit the payment ( because of the inability to change, modify or cancel payments they create and the problems that caused in a previous transaction ) I would check back in approximately a week and make the payment manually.
Unfortunately the medical issue that caused me to become severely late in the first place earlier this year reoccured and I was immediately hospitalized for an additional extremely long period of time and only within the past two weeks.
Upon my return it was discovered that USAA had gone ahead and auto debited the {$150.00} from my checking account without my permission, force overdrawing the account which remained overdrawn without my knowlege or ability to correct it for an extended period of time because I was hospitalized yet a second prolonged period of time.
Subsequently USAA closed and charged off my checking account that they unlawfully caused to become overdrawn and now they refused to fix the issue they caused in the first place.
Ironically this is the very same group within USAA that is responsible for the class action that USAA just settled with the Consumer Protection Board and is exactly the same type of behavior that got USAA in trouble to begin with. It's vividly clear that USAA has not learned from their punishment and continues to engage in the same unlawful practices.
When I was made aware of what caused my account to be closed the agent I was working with attempted to contact the USAA Special Debt Resolution unit that had unlawfully forced the ACH payment in the first place. They told her they would only reverse it if they could speak to me directly. She noted the account in great detail and then transferred the call.
XXXX # XXXX then took over the call however instead of working with me as promised to reverse the unlawful charge he immediately went into trying to collect on my two credit cards. When I stopped him and said wait a second, you told the other agent you were going to take care of the charge and the only way you would do so is if you could talk to me about it and now you refuse to talk about that at all opting instead to discuss my other accounts he completely denied telling the original agent this however the calls are recorded and she clearly documented the conversation between all parties.
XXXX # XXXX flatly lied to the originating agent for the sole purpose of getting her to transfer my call to him. In the end the call was terminated and he was nofitifed there would be consequences for his dishonesty. Dishonesty and unlawfulness that apparently runs rampant in his department. This group appears to be have been given carte blanche within USAA despite being the cause of the most recent two Class Action Federal Complaints.
|
| 09/16/2015 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
|
|
I am a current victim of Identity Fraud through use of my USAA internet checking account. I have received over {$46000.00} in banking fees and fraudulent checks and purchases made through debit purchases and funds transfers. I initially received a returned check in the amount of {$4800.00} drawn on XXXX XXXX XXXX in XXXX, payable to my name, and deposited into my bank account. -USAA offers deposit at home for some of their banking members. - This check was clearly deposited at home, and cleared by USAA. Once this check cleared, the individual decided to open numerous accounts in my name and expediting debit cards ( which the XXXX rep informed me of ). I asked for the address the cards were sent to and all she could give me was my address, that seems weird. The cards were activated and the individual immediately proceeded to make purchases. From XX/XX/XXXX-XX/XX/XXXX, about XXXX transactions were made, all in XXXX, and I live in XXXX. Many of the transactions were for the same dollar amounts indicating the same purchases. XXXX transactions at XXXX different XXXX XXXX of which were the same day, XXXX transactions at XXXX on the same day, and the rest of the transactions were debits at XXXX XXXX and XXXX XXXX. I have contacted USAA about this on 3 separate occasions with no resolve. I reached out initially when I received the returned check, informed them of situation, and was advised the account would be closed and I could never open another account. However, the damage was already done. I called again once I received numerous returned NSF statements and banking transactions. I was told someone would follow up with me, about this and advise further. Again no resolve. A month later I received a statement of collection in reference to these accounts. I immediately called USAA again to find out what is going on. What I found out, was : This person open numerous accounts online or on the phone, had each atm debit card was expedited to him, and began immediately transferring money. I spoke with this rep for at least an hour, explaining and going over every single detail. I also requested from her an email to follow up and confirm that conversation, which I have yet to receive. The XXXX most evident things, he has to be familiar with USAA processes to know what to do to open account or how to use deposit at home. I have had my savings account for over a year or so and have NEVER had more than {$100.00} in there, now I am randomly opening accounts and depositing checks. I have NEVER deposited any type of checks with USAA. And I suddenly just randomly open checking account after checking account with no RED flags from the bank. Does not make any sense, but shows the obvious flaws in USAA 's online banking. I decided to drive to the closest physical location which is an hour away. I attempted to speak to someone on person, pretty much received the same response I did on the phone. I was told I will receive a respond in XXXX business days. My next attempt is to seek counseling from an attorney, because USAA is obviously not concerned about resolving this issue.
|
| 11/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, while staying at the XXXX XXXX, I used my credit card at the pool bar. My mother got sick while at the pool that afternoon and in the panic I left my credit card behind. I left XXXX on XX/XX/XXXX. I didn't remember that I'd left my credit card behind until a few weeks later, very close to XXXX, when I saw that a total of {$5200.00} had been withdrawn from my account over XXXX transactions on a single day, XX/XX/XXXX. I don't normally use my credit card when I'm not traveling, and USAA did not flag this unusual behavior on my account.
I filed my first fraud claim on this matter in late XX/XX/XXXX. At that time, I did not file a police report because I have never needed to do that for other fraud claims. USAA took XXXX months to respond to this claim and the denied that it was fraud because the person who stole my credit card according to USAA accessed my account at the ATM using my PIN without failure. USAA concluded for that reason only that this crime is not fraud.
The agents I spoke with at USAA all asked me how this thief was able to get my PIN but I couldnt answer that question because prior to this, I knew nothing about how credit card fraud happens. So I spent several months doing research and talking with experts about it. During this time, the XXXX police investigated my case.
The rest of this letter includes the findings of the police investigation and what I found in my research.
Im here to insist that this is indeed fraud in fact, USAA failed to protect my personal information and also failed to implement appropriate fraud detection mechanisms such that I was unwittingly vulnerable to fraud and had been for the XXXX years that Ive been a USAA member.
Furthermore, USAA didn't bother to review video footage, although it took them 3 months to reach a conclusion on my case. By the time I learned they had denied my claim and opened an investigation with XXXX Police, several of the banks had purged their video, so there were only a few banks that could offer the police a video to help identify the thief.
- The guy caught on camera spent over XXXX minutes at the ATM conducting a transaction. If he was successful using my PIN, he would not have needed XXXX minutes.
- The USAA agent admitted it wasnt fraud while on the phone with me. They have they informed me at the start of the call that this was a recorded conversation. Please refer to that previously recorded conversations on this matter because I specifically said to the USAA agent that if this isnt fraud, then I must be attempting to defraud USAA. The agent replied by saying Well we dont think YOU committed fraud. Youll find that in a recorded discussion during the first week of XXXX, XXXX.
- I've attached the findings from XXXX police in which they conclude that this was indeed fraud. I had to close the case in order to get the police report without redaction. I felt that too much time has passed at this point and they have no leads on who this person is- meanwhile I have over {$5000.00} in credit card debt + fees and interest building up. I need resolution.
|
| 09/07/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
I filed Complaint # XXXX about USAA and many problems I have encountered with them. My investment account has sat for more than 2 years with little or no activit. Now, because I spoke out about the mishandling of my accounts have retaliated against me for filing my complaint with you. Inevitably, they refuse to make correction to any of the issues and USAA continues to : 1. Bill me {$270.00} for an auto insurance policy that was terminated because the car was stolen ( police report was submitted ) .USAA attempted to charge the premium to my checking account despite the cancellation ; thus, my checking account went into overdraft. No correction has been made to this issue. I have given them proof that my insurance was moved to another carrier when I later purchased a new vehicle 2. Refuse to acknowledge that my social security number was on file correcctly with the bank, the brokerage firm, and the insurance company.A copy of my social security card was submitted at the inception of my banking relationship with them. XXXX transferred my stock to them using my correct social security number ; thus, I know the number was correct on the brokerage side.And, as for the insurance, I know my number was reported correctly because they immediately placed a negative mark on my credit for the undue premium. As detailed in the attached letter from USAA, they lost the XXXX I submitted, at their request. I completed the form and mailed it back in the self addressed stamped envelope that was i sent to me by USAA. How am I the customer supposed to be responsible for how they handle the mail they receive?
3.Online access to my account is restricted and has remained restricted for years. One agent removed the restriction XX/XX/XXXX, the next day, the restriction was back in effect.
4.On XX/XX/XXXX, I requested a sale of XXXX stock . I was told that I COULD NOT perform the trade over the telephone and would have to submit written documentation. I submitted the written request to sale 10 ( ten ) shares of XXXX stock and transfer the funds to my XXXX XXXX account. I did not receive a response to my written request for more than 7 days, thus, I called again. The agent I spoke to on the second call, instructed me that my written request had been received but would not be processed ; the trade had to be performed telephonically. She then stated that she would forward my request to an agent to perform the trade. Moments later, I was forwarded to an agent. The agent began processing the trade, as he stated the trade value, I noted that he was selling XXXX XXXX XXXX stock, not the XXXX as I requested. He was told immediately of the error. He placed me on hold to make correction. When the agent returned to the phone, he told me that the trade was instantaneous and he could not correct his error. Instead of owning the human error, USAA refuses to acknowledge that my written instructions stated to sell XXXX stock and that is all that the agent was supposed to do. His error cost me unnecessary fees and USAA 's human error of losing my XXXX, cost me undue backup withholding.
|
| 09/13/2016 |
Yes |
|
|
|
Web |
Older American |
|
My complaint is about what happens when a credit card cash advance is made. I do not take cash advances on my credit card, so I was not aware of how the credit card companies handle repayment of cash advances and corresponding interest charged until a few weeks ago. ( Overdraft protection for My USAA checking account is my USAA credit card. USAA. By mistake, USAA invoked my overdraft protection for a charge to a checking account that was supposed to be closed. It is what happened when the cash advance was made that triggered my frustrating experience. My frustration is due to how the cash advance affected interest charges to my credit card account -- and that is probably not USAA 's process but either XXXX 's or XXXX 's. Since USAA also switched from XXXX to XXXX during this time -- I can not determine which company is at fault -- but they probably handle cash advances the same way.
What I want to happen is for the Consumer Financial Protection Agency to make industry-wide changes for all credit card issuers.
Usually, I pay off my credit card balance in full, and no interest is charged.
But when a cash advance is made, if I pay the statement balance in full, I will also incur an interest charge on my next statement for that cash advance, if I charged purchases after the first CC statement date. [ YES, this is confusing ] So, the only way to stop interest from continually accruing each month after a cash advance has been made, is to CALL my bank, find out the total account balance on the day I call, and pay it all off immediately, so the account balance is XXXX. If I do not do this and pay the statement balance in full each month - I will get an interest charge on every future statement for the cash advance I took months before.
I am sure most people are not aware of this. It is unethical. If the credit card company is going to treat regular purchases differently from cash advances, the customer should be able to pay them separately. AND YOUR DEPARTMENT SHOULD SEE THAT THEY CAN.
I can think of several ways to address this interest scam - but I 'm sure you can think of better solutions. The point is there are solutions that are fair to the customer and the company making cash advances ; solutions that are not ripping off customers. For example : 1. When cash advances are made, the credit card statement should separately list regular charges and interest accrued, and cash advance totals and interest accrued for that month.
2. Customers should be able to pay off regular charges & their interest, and cash advances and their interest SEPARATELY.
3. Customers should be notified IN LARGE PRINT, on any statement with cash advance charges/interest, that the only way to pay off cash advances and corresponding interest charges completely is to call the company, get the current cash advance balance ( including interest ), and pay while on the phone.
4. Customers should be able to indicate with their statement payments that all interest and cash advances should be paid off first, and the remainder of their payment should go to regular charges.
|
| 09/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
Today on XX/XX/2023 I am filing another CFPB report on the notice of my USAA Checking Account, UNAUTHORIZED, Ach withdrawl that took place on XX/XX/2023 from XXXX. In XXXX in relation to another CFPB report filed on the this same issue, I was reached out by USAA stating that " we received authorization & biometric information of this withdrawal ''. I was told by the USAA representative that if I wanted to see the information they used to decide my claim, I would have to file a subpoena from an attorney for this to be allowed because they use " internal systems '' as stated by the USAA representative.
After speaking to an attorney that is a friend of our family, " USAA or any bank in general CAN NOT * tell a member to get an attorney to release information from a Credit or Debit Card dispute relating to an investigation ''.
Also said by our family attorney " USAA must release all or no information in relating to a Dispute ''.
In XXXX of this year 2023, USAA sent SOME* documentation to the information used to deny me to be accredited the stolen funds, but seems to be hiding some of the information or does not have any " internal systems information '' so they can deny me any accreditation.
I have had a history of my identity, personal information & bank account being stolen/leaked online, and USAA as my bank is suppose to be protecting my finances to prevent this from happening.
During the same conversation with the USAA rep back in XXXX, she stated to me that " As a consumer, you always have the right to dispute a transaction, but as long as the opposing company responds weather they say they were at fault or not, we don't have to credit your account ''.
This is the not the 1st transaction that USAA has allowed XXXX to take from me and not the first time in the last year they refused to provide me with the resources/documents used to deny the accreditation.
The rights & changes I had liked to my USAA account at the time of the stolen transaction for overdraft was that any charge over the amount of {$500.00} would be auto denied unless I called in. Another part of my overdraft police was set to an autodenial if I didn't have the funds in my checking account.
I never have more than {$2000.00} in my checking account. So when this transaction processed, it was automatically taken from one of my saving w/o my permission.
Like XXXX said, this isn't the first time I have had a problem with XXXX & them easily taking funds from my USAA accounts.
I have contacted XXXX multiple times, & only received XXXX responses to which XXXX of the reps from XXXX stated that, my account was closed but the information was not deleted, so most likely a hacker took the funds.
The XXXX rep from XXXX stated that because the funds were already taken out of the XXXX account around the same time they were deposited in, there is no way to trace or refund the stolen XXXX.
The amount stolen from my Debit/Checking Account from USAA is {$3700.00} I XXXX XXXX XXXX XXXX DID NOT AUTHORIZE THESE TRANSACTION LISTED AND NEED USAA TO CREDIT THE STOLEN AMOUNT NOW.
|
| 04/11/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On Sunday, XX/XX/2019 I spoke to XXXX in fraud department. I explained to him that there were charges to my credit/debt card that I didn't make. XXXX told me that he would have to cancel the card and issue me a new one. Fine. I gave him a new pin number and was told that I should be receiving a new card within 2-3 days. I called on XX/XX/2019 to get an update since I haven't received a new card. I was told that no card was ever processed! It is now XX/XX/2019. I still don't have a card. No access to money. I can not put lunch money for my daughter to eat lunch because I have to load funds on her school account. Please see the chat transcript. I was told to get loans!! USAA refused to send me a card overnight. There are no branches in XXXX!!
Welcome to the USAA Bank Chat!
XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Your Question is : Could you please provide a tracking number ( XXXX ) for my new credit/debt card. I haven't been able to make transactions since Sunday.
XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Thank you for chatting in with me. My name is XXXX and I will be happy to look into your information because I know how important that information is to you.
Me ( XX/XX/2019, XXXX XXXX ) : I was told I should be getting it by tomorrow XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Since it has just been ordered today I have yet to have a shipping number. I will have a shipping number for you by tomorrow.
Me ( XX/XX/2019, XXXX XXXX ) : No! I was told it was expidited. I was supposed to be shipped today and I should recieve it by tomorrow Me ( XX/XX/2019, XXXX XXXX ) : This is now the 3rd time you guys are refusing to send me a card Me ( XX/XX/2019, XXXX XXXX ) : I spoke to a supervisor yesterday Me ( XX/XX/2019, XXXX XXXX ) : Im not waiting anymore! I have no money!!! What the XXXX am I supposed to do! I haven't been able to access my account since Sunday!!!!!!!!!!!!
Me ( XX/XX/2019, XXXX XXXX ) : Hello?
XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : To make sure I understand your situation I will be asking questions throughout my chat.
Me ( XX/XX/2019, XXXX XXXX ) : Are you serious? I want my card!!!
XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : Do you have a friend that could loan you the money until you get your card?
Me ( XX/XX/2019, XXXX XXXX ) : XXXX!!!! Are you crazy???
Me ( XX/XX/2019, XXXX XXXX ) : This is USAA 's fault not mine. I shouldn't have to go begging!!!
Me ( XX/XX/2019, XXXX XXXX ) : This is insane! Im going to another bank!
Me ( XX/XX/2019, XXXX XXXX ) : I trusted you guys and you XXXX me over. Im done Me ( XX/XX/2019, XXXX XXXX ) : Telling people to give you loans because USAA refuses to give you a card and refuses you access to YOUR OWN MONEY Me ( XX/XX/2019, XXXX XXXX ) : This chat is going on social media Me ( XX/XX/2019, XXXX XXXX ) : Im telling everyone how USAA screws you over and then tells you to beg for money Me ( XX/XX/2019, XXXX XXXX ) : Im already taking screenshots XXXX XXXX ( XX/XX/2019, XXXX XXXX ) : I am sorry that you feel we XXXX you. Is there anything I can do for you?
Please run away from them. Use your local bank!
|
| 07/10/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I fell victim to a scam on XX/XX/2022, via phone call. While watching TV, I received a call from a male identifying himself as a USAA agent, claiming that there was a fraudulent transaction attempt with my debit card in a store in Florida. He asked where was my present location, to which I responded Georgia. He asked if there were any authorized users on the account and if they were present, I provided my wife 's name. He said he'd have to place me on a brief hold. He returned and said that he will have to cancel my card and issue a new one, but would need my XXXX pin to reset my card or account, I complied and was placed on a brief hold. He returned and said that a new card was being sent out and asked for me to verify the address and phone number on file and I was placed on a brief hold, again. When he returned, he said that he was going to send me a XXXX pin and to read it back to him. That was done each time he returned. He said that he was going to waive the {$8.00} expedited fee to send the new card. That is when I paused the TV and asked him to repeat what he said. That is when I realized that I was being scammed. I hung up and logged on to my account and saw that there were notices for PIN #, security questions, and address changes. I immediately reset everything and then called USAA XXXX Department to notify them about the scam. The scammers managed to deposit a {$25000.00} International Money Order into my savings account, request a Cashiers 's check for {$5600.00} of my remaining balance of {$6000.00}, and forward {$9900.00} to my checking account. I ask the bank to cancel the cashier 's check, but it was never canceled. USAA had not reached out to me since I notified them. I had no access to either account. On XX/XX/XXXX, XXXX, XXXX & XXXXXXXX XXXX I called to inquire about the status of my account. I received a call later on the XXXX from someone asking about the incident. On XX/XX/XXXX, I called USAA to inquire about the status, after not hearing from USAA again, where I was told that USAA has reserved the right to no longer conduct business with me and holds me accountable for any transactions related to the scam. I mentioned to them that I searched the internet about electronic fraud, and found the Electronic Fund Transfer Act, which stated, even if the scam/fraudulent transactions were due to my negligence The Electronic Fund Transfer Act provides consumers relief from fraudulent electronic transactions if I report the loss within two days of discovery. I reported it minutes after it happened. I was told that it did not apply to this incident. My checking account was garnished of {$3200.00} that had accumulated ( income ), to pay the negative balance in my savings account and then they closed the savings account. I last spoke with an Escalation Agent named XXXX, who was trying to resubmit my case to see if the decision could be overturned, had mentioned that the initial agent that took my call submitted the wrong code, which caused my saving account to have a negative balance. Not sure if it's a first or last name.
|
| 05/21/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I want to file a complaint with USAA banking service and its money transfer service XXXX. I was a victim of a complex scam involving fraudulent checks and USAAs partner service XXXX and I believe USAA and XXXX did not do enough to protect my security. I was trying to find roommates for a house I wanted to live in, off campus from my University. I was in contact with an individual who " was out of the country on an internship '' but was interested in the house when she returned in time for summer classes. I was mailed a check to cover the security deposit on the house which ended up being larger than what we agreed upon ( XXXX instead of XXXX ). I was told to deposit the check and send the rest of the money back through XXXX. I deposited the check through the USAA mobile app and there were no errors and the funds were immediately made available as though the check was legitimate and the funds were sent to my account. USAA partners with and advocates the safety of using XXXX so I believed it was a safe service to use for me to send the remaining funds back with. I sent {$1000.00} total on XX/XX/XXXX XXXX EST and another {$1000.00} total on XX/XX/XXXX XXXX EST, so {$2000.00} was sent in total for my case. For the rest of the money, I was convinced to send it through XXXX XXXX. I placed the order with XXXX XXXX believing everything was still fine but my order was placed on hold and they contacted me explaining I was a potential victim of a scam. XXXX XXXX helped explain why they believed I was being scammed and gave me advice on what to do next ( contact police/bank ). I believed everything was fine until I checked my banks mobile app again and it had now said that the check has not been fully processed until XX/XX/XXXX. I called USAA on XX/XX/XXXX explaining what happened and was instructed to fill out a fraudulent report just explaining my story and that I would be updated in 3 business days. The check was canceled by the scammer two days later on XX/XX/XXXX and the bank called me telling me they would not help recover my funds because I was a victim of a scam and not fraud. Now that I realized I was a victim of a scam, I searched online and there are several cases of scammers exploiting USAAs security with fraudulent checks and its partner service XXXX. I believe USAA and XXXX failed to protect my security compared to other services like XXXX XXXX which ended up preventing me from being scammed further by holding my transaction until they could speak to me on the phone to obtain details on the transaction and warn me of scams. USAA and XXXX did not warn me or other users about how scammers are actively targeting and exploiting their clients through XXXX. In addition, USAA did not attempt to gather any sort of information and evidence from myself which may help in the capture of my scammer, the return of my funds, and the prevention of others who will be scammed in the future due to USAAs compliance with. Their lack of action with fraudlent checks and XXXX encourages scammers to continue expoliting clients who use their services.
|
| 10/22/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
Older American, Servicemember |
|
Checking account balance sheet on banks internet site reflects a balance that ( auto adjusts ) after any transaction is executed and reflects the new balance after the transaction has been effected. The remaining balance reflects funds available to use. Members rely on the shown remaining balance to track further, additional or future transactions. Many transactions could be executed as a member pays bills in one session. Each time the remaining balance available auto adjusts to reflect remaining balance available for use. My payment to the CA DMV ( California Department of motor vehicles ) affected on or about XX/XX/2020 -- was initiated for an amount of {$230.00}. My account reflected the lowest available balance of XXXX. The e-Check I wrote to the CA DMV was for {$230.00}. The CA DMV issued a ( real time ) receipt of payment for {$230.00} by e mail that the payment was received. I received vehicle registration stickers via USPS. On or about two weeks later I received a DEMAND FOR PAYMENT letter from the CA DMV with additional penalty fees and NSF fees. I was also charged NSF fee from the USAA bank. I was ordered by the CA DMV to send only a cashiers check which I had to purchase for and additional fee of {$2.00} plus NSF fee and penalties which raised my DEAMAND DUE FEE to {$350.00}. ( Receipt for this USPS check is retained in my possession ) In communicating with the CA DMV the history of my complaint that the USAA Fed Bank was in error I was directed by them that in order to have the additional fees reversed and returned to me I would have to have the bank write a letter of explanation the error is on their behalf. I called USAA < I was routed to a resolution specialist who patiently listened then told me she would submit by complaint for review I asked for expected time of resolution and the resolution specialist was not able to report a definitive time. I believe that I am not the only USAA Member to receive third party penalties and third party NSF fees as well as NSF fees charged by USAA due to the design of the checking account register that reflects available balance and in good faith members write checks against this balance. I filed a complaint with two different federal banking agencies in addition to time on the telephone with the CA DMV and USAA personnel in attempts to resolve this issue again shared by the family of USAA members. my total time involve at this point is approx. ten hours. My last hourly wage was {$72.00} an hour plus benefits. Only because of repetitive exacerbation with difficulty navigating the ( recently ) re written USAA web I am aware that unless I stand up for my self no one else will. Many seniors with lessor computer skills and or patience or awareness that banks are banking on profits gained by people not taking initiative to file complaints. I believe a deep and serious federal audit is due. I can not be an isolated case. As of this writing USAA has not come forward with any explanation that I might be able to forward to the CA DMV so I may have NSF fees and penalties reversed.
|
| 08/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
In XXXX XXXX USAA restricted my online account access after I noticed a bunch of " transfer adjustments '' on my credit cards. These adjustments with no data or information at all I was told were a reversal of a billing dispute which had been finalized 12 months prior. 1. ) This reversal of the billing dispute was illegal as it was performed more than 90 days after USAA was notified of the error. Which is the maximum timeline provided by law to finalize such disputes. These results according to the Fair Credit Billing laws are Final.
2. ) In XXXX I requested all documentation related to this decision be sent to me. We are now in XXXX and the only documentation I have received has been copies of my credit card statements. No where is the many documents and notices USAA has sent me does is any documentation regarding the investigation of the billing dispute from last year or documentation as to the how / why the decision was made by USAA. 3. ) In XXXX I requested Documentation explaining why USAA restricted my online access to all accounts, as well as to the reason they took adverse action in cancelling all my USAA accounts without notice or reason. They only notified me the accounts were closed weeks after they had already been closed. Yet I have still not received a single reason or document explaining these actions. 4 ) I also requested documentation as to the negative and false information being reported the CRA 's. Such as the following : * Auto Loans which were paid in full and closed in XXXX still being reported as opened. * Credit Cards, which were in dispute being reported as dispute closed. XXXX Credit Card balances being reported as at or near their credit limits when this was not the case XXXX Credit Card Balances being reported MUCH higher than they actually were.
5. ) As required by law I have not received any of these documents despite my repeated verbal and written requests for such documents. The timeline allowed by law for USAA to supply such documents has also expired.
6. ) Despite repeatedly asking all documents and statements for all my accounts be physically mailed to me since USAA restricted my online access. As of XXXX/XXXX/XXXX I was notified by XXXX in collections that all documents for all accounts were still set to be delivered electronically and not physically mailed, despite having many USAA agents tell me otherwise. 7. ) I was talking with someone from the CEO 's office until a month ago when he stopped returning phone calls or contacting me as promised. I ask USAA to respond in FULL DETAIL to EACH of the numbered complaints and violations of consumer protections laws. I also ask they correct these errors immediately as their actions have cost me greatly! Due to their freezing my online access and closing all my accounts, holding the funds in my checking and investment accounts for over a month I faced many hardships. Additionally their negative reporting to the CRA 's prevented me from opening other lines of credit or moving my auto loan to another bank who would actually send me statements.
|
| 02/01/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Using a debit or ATM card
|
|
Web |
|
|
In XXXX of 2016 I found out I was the victim of identity theft and my accounts with USAA Federal Savings Bank had been compromised. The identity thief was able to gain access to my accounts through USAA.com and hijack my online profile. The method used was via telephone at first and once they gained access to my online profile they completely took over my account, changing passwords and possibly PIN numbers. They transferred all the money from my savings account ( ~ {$1200.00} ) to my checking account and then proceeded to withdraw via ATM card money from my checking account in the amounts of {$400.00} ( {$3.00} ATM fee ) until my account was empty. They then purchased money orders from XXXX XXXX in the amount {$1.00} and passed them off as {$1000.00} money orders to deposit them into my checking account via USAA mobile deposit. USAA allowed the deposits and that money was made available and subsequently withdrawn from my checking account. I informed USAA FSB that I was on travel to the XXXX XXXX and I did not authorize anyone to make transactions on my behalf. USAA investigated the fraud and promised they would get this all straightened out and restore my accounts. A week and a half later I contacted USAA to find out the status of the investigation and was told that USAA believes I participated in a scam and they will not be refunding the money I have lost. I filed a police report with the XXXX Police Department, I filed reports with identitytheft.gov, the FBI, the Federal Trade Commission and hired an attorney. USAA, 8 months later, still will not cooperate with my local police department or any of the other offices I have filed reports with and would not respond to my attorney. The Fraud Analyst at USAA XXXX XXXX, stands by her decision every time I request that USAA revisit my claim. I have provided proof that I was not in town at the time the theft occurred and XXXX XXXX stated that I could have " doctored '' that documentation as well as mastermind this scheme. The detective I am working with has also voiced her frustration with XXXX XXXX as she started working with the detective and then stopped returning the detectives phone calls and would not provide the information needed to track down a suspect. The detective was able to get a picture and a description of the person responsible for purchasing the money orders, but the detective has been unable to get a name. I have spoken to XXXX XXXX once and she was adamant that I am responsible for this scam. I asked for evidence, are there voice recordings from phone calls, call records, IP addresses from the mobile deposits. XXXX XXXX says it was all me ( the victim ) and she believes she made the right decision. I need USAA to really investigate this with someone who can look at this forensically such as ; review the call records, are the voice recordings still existent, review the internet transactions and IP addresses, and finally who is changing my profile information and when those changes were made. I will be glad to share my records with USAA if they would listen.
|
| 11/30/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American |
|
USAA sent me two letters dated XXXX that I did not receive until XXXX. One letter said my two credit cards ( XXXX and XXXX XXXX had been cancelled. The second letter said my three banking accounts with them would be closed on XXXX. I had two savings accounts and one checking account. The letter about my bank accounts said, " We're sorry to inform you that USAA Federal Savings Bank is exercising its right to no longer do banking business with you per our Depository Agreement. '' The letter about my credit cards said, " We are writing to inform you that USAA Savings Bank is exercising its right to no longer maintain a banking relationship with you due to your account activity or usage with us or an affiliate. '' I called the number given in the letters to contact with questions. I first spoke with XXXX who told me she was not authorized to give me an explanation of why the accounts were closed other than what the letters said. I asked for her supervisor and then spoke with XXXX who told me decision was made by the Anti Money Laundering Ops Team and could not be reversed. XXXX said the reason could be due to money laundering or fraud. He attempted to contact the AML Ops Team but was told he was not authorized to deal with them. He told me this happens all the time. He reviewed my accounts and said he could not see any suspicious activity that would have caused the arbitrary closures. When I asked for his supervisor, he said one was not available but that they would tell me the exact same thing he had. Apparently, nobody at USAA is authorized to give an explanation. The ALS Ops Team has no public phone number or email address. My husband and I have been members of USA since approximately XXXX and never been late on a payment as our credit cards were set up to be automatically paid in full by AED monthly. Our banking accounts have never had a problem. Our checking account has never been overdrawn or had any returned checks.
On the date of the letters, XXXX, I had made an interbank transfer of {$25000.00} from one of our savings accounts to a savings account we have at XXXX XXXX. This was done to realize a much larger APY than USAA pays. I have made these transfers before. The only conclusion I can reach is that USAA felt they were not making enough money on our accounts. Possibly it could be because I am a XXXX XXXX female aged XXXX years. I certainly have nothing to do with money laundering, nor have I committed any fraud that I am aware of.
What USAA did may be legal, and it may be true they are not required to explain their actions, but it certainly is not ethical to treat a customer in this manner. All I want is an explanation for why they did this. If they believe I did something wrong, they could tell me what it was. Right now I have no viable clue. I read in my XXXX magazine, and in a XXXX XXXX XXXXXXXX article that this sort of thing is happening more and more, and that many complaints have been registered. This seems grossly unfair.
Thank you for the opportunity to submit this complaint.
XXXX XXXX XXXX
|
| 10/13/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I initially called USAA to report a fraudulent wire transfer on XX/XX/XXXX after receiving a call from a fraudster posing as a USAA agent. Upon noticing the transfer and other fraudulent activity on my account, I was prompt in flagging each charge on my account.
The bank did not open a case until XX/XX/XXXX, despite the fact that I had called on XX/XX/XXXX asking for an update on the wire transfer I had flagged. The representative I spoke to expressed surprise that her counterpart had not processed the recall request or created any case notes following my call.
After calling on XX/XX/XXXX, I was informed that the bank had tried twice to reach the bank that received the fraudulent transfer, but did not receive any updates beyond that.
In every case, I was the one to initiate a call asking for more information. I never received any written or verbal notice from USAA regarding developments on my case. I was initially told by a USAA representative that wire fraud investigations typically take 7-10 business days to resolve. It has been over three weeks since I flagged fraudulent activity on my account, without any progress.
When I called USAA to follow up on the recall request on XX/XX/XXXX, I was told that the member security department would initiate a " front door review '', meaning they would contact me with an update on my case within 48 hours.
They never did so. When I called once more on XX/XX/XXXX to follow up, the representative told me that an unsuccessful attempt at reaching me had been entered in the case notes, of which I have no record on my phone. I confirmed that USAA has my up-to-date contact details. It appears the representative misrepresented the department 's efforts to get in touch with me by trying to pass off their failure to contact me as a case of my not picking up their call. This is provably untrue.
On XX/XX/XXXX, I called again trying to access a representative from Member Security. I was transferred to two different departments, both of which told me they could not transfer me to member security, and was given vague reasons before being transferred t the Wire Department. This despite the fact that I had previously spoken to someone in that department two days prior without issue, which the case notes should have reflected. Instead, I was told it would be " difficult '' for me to reach the member security department and that it might be best to deal with another representative in the wire department.
Upon insisting that I speak with a supervisor, I was placed on hold for over an hour before being told that the office had closed. USAA has since told me they will contact me in the next three days with an update on my case, but it has already been almost a month and I have not received any more information beyond the initial update I received on XX/XX/XXXX.
As a member of almost 15 years, I am done with USAA after this experience. I do not feel protected by the bank, and do not feel that the wire department has been honest with me about their efforts to recover my stolen savings.
|
| 01/10/2017 |
Yes |
|
|
|
Web |
|
|
On XX/XX/2016 I received a letter from USAA dated XX/XX/XXXX converting the temporary dispute credit on XX/XX/2016 to a permanent credit in the amount of {$430.00} to my USAA Mastercard for the charge on XX/XX/2016 by XXXX for a preorder item that was never received and the order cancelled. This sounds like good news but on XX/XX/2016, 1 day prior to the temporary dispute credit of XX/XX/XXXX, USAA converted my Mastercard to a USAA XXXX card. The balance transfer of {$960.00} to the new card included the XXXX charge of {$430.00} in effect billing me twice, once on the Mastercard and once on the Visa. I have made multiple calls and submitted numerous documents to USAA, spoken to a supervisor with no authority to resolve the matter, and on XX/XX/XXXX spent over an hour going through the paperwork and the math with the Executive resolution team confirming XXXX showed the order cancelled, I never received any merchandise or in store credit from XXXX, the disputed charge was carried to the XXXX card 1 day before the dispute credit was placed on my Mastercard account, my XXXX statement shows the disputed amount to be {$860.00} which is {$430.00} twice, and a XXXX charge placed on XX/XX/XXXX by XXXX to my Mastercard should have been a credit per the letter from USAA dated XX/XX/XXXX. All of my efforts resulted in the XX/XX/XXXX letter which ruled in my favor and finally cleared up the charges on the Mastercard and USAA closed that account, however nothing was done to correct the XXXX. On XX/XX/XXXX, I resubmitted documentation to show the disputed charge that was carried over to the XXXX on XX/XX/XXXX had not been resolved. The permanent credit applied to the Mastercard only resolved the second charge by XXXX on XX/XX/XXXX which was either the botched credit or complete fraud. If it had been done correctly the Mastercard would again show a credit in the amount of {$430.00} which could be carried over to the XXXX. Since then I have contacted USAA on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX, I was finally able to reach the executive resolution team. Everyone I have spoken with has agreed that the disputed charge was carried forward to the XXXX and has not been credited. I was told since this is an internal matter it would take 2 business days to credit the XXXX. If there were any questions or additional information needed I would be contacted and I provided XXXX numbers. To date I have not received a call or a credit to my XXXX. I have been unable to reach anyone with the authority to remedy this error. I have done everything I can to try to work with USAA but after 4 months of phone calls and letters to USAA I am right back where I started with a {$430.00} charge I do not owe hiding in a balance transfer on the new XXXX card. You would think it could n't get any worse but as of this morning I am now showing interest charges on the XXXX disputed amount. I am requesting USAA do the right thing and complete the resolution of this issue with a credit to my XXXX in the amount of {$430.00} and all associated interest charges.
|
| 09/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
On XXXX of XXXX, XXXX checking and savings accounts were open online fraudulently under my name with your bank, USAA. This is a military bank and I am not in the military and nobody I know is in the military either. I discovered these fraudulent accounts this year, XXXX, during the month of XXXX, when I received my XXXX XXXX report by mail. I got denied the opportunity to open a bank account, and the situation became suspicious to me because I do not owe a XXXX to any bank institution.
I checked my other reports from the main credit bureaus as well as XXXX, and there is no information available about these fraudulent bank accounts. I filed police reports, I filed a report with the Federal Trade Commision and I notarized an affidavit already ti submit to you, but despite the fact I have called you 4 times already, trying to resolve this situation, I keep on getting transferred over from department to department.
Your bank doesn't seem to care about my identity theft situation and your negligence is extremely abusive. I have asked every single representative I have spoken with to please provide me with the name and number of the person in charge of my case to submit all the required documents to clear my name with XXXX XXXX, but you keep on making up excuses and you keep on telling me to wait for an email or letter, which never comes.
I am sick and tired of waiting for you to " attempt '' to resolve this situation and you do absolutely nothing about it. I have the right by law to be able to provide to you a notarized identity theft affidavit and police reports about this incident. According to the FTC, YOU MUST CLEAR MY NAME AND/OR BLOCK THE FRAUDULENT ACTIVITY FROM MY XXXX XXXX REPORT.
I need resolution once and for all from your end. You must provide me with exact instructions on how to submit this documentation to you and the name and direct phone number to a manager in your Risk Management department who is handling my case.
I am complying with the law by doing everything I am being asked to do to clear my name, and to have the ability to receive copies of all the fraudulent activity under my name, therefore I expect you to comply with the law as well.
It just seems extremely negligent on your end to approve 11 accounts opened within a day or two. You have not even bothered to call me or send me an email with information pertaining this case.
I need a response from you with the exact steps on what to do NOW!!! I AM SERIOUSLY ASKING YOU TO TELL ME EXACTLY HOW TO SUBMIT MY FTC REPORT, MY IDENTITY THEFT AFFIDAVIT AND MY POLICE REPORT.
I would like to resolve this matter directly with you, before I take it a step further.
I expect your email or your phone call within the next week. ONCE I SUBMIT MY NOTARIZED AFFIDAVIT TO YOU ( WHICH CONTAINS MY LOCAL LAW ENFORCEMENT CONTACT INFORMATION ) AND MY LETTER FROM THE FTC, YOU MUST CLEAR MY NAME FROM THE XXXX XXXX REPORT AND I EXPECT A CLEARANCE LETTER SPECIFYING I HAVE NOTHING TO DO WITH YOUR BANK. I AM NOT IN THE MILITARY!
Thank you XXXX XXXX XXXX
|
| 11/26/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
XXXX XXXX a recruiter reached out to me saying she had a opening with the company Boldly, and that I could connect with the HR guy from there, XXXX XXXX XXXX VA, for an interview about a customer service representative job from home. I reached out on XXXX, but beforehand looked him up on XXXX and he looked legit. He basically said that they had a job opening available for this position, and hed interview me and get back to me. Interviewed me on XXXX, and next day told me the results of the interview after going over it were that I got the job. He told me all about how Id make {$26.00} an hour, how training was 2wks long, and duties for the job etc. He said before training could begin, I needed equipment for the job, like a laptop, printer, scanner, things like that. He said theyre expensive pieces so their company sends out a check to me so that I can reach out to their equipment company to give them the money so they can send me equipment. At this point I had no suspicious thoughts, because Id been in the military the past XXXX and figured this might be how things are done in the civilian sector now. On XX/XX/XXXX, I received a check from them for {$4700.00}. XXXX told me to deposit it in my account, and then use XXXX, XXXX, and XXXX XXXX to get the money to their equipment company. So I sent {$1000.00} through XXXX, {$1000.00} through XXXX, and {$600.00} through XXXX XXXX to their equipment guy XXXX XXXX from XXXX, GA. I tried to do more, but USAA caps what I can transfer. So XXXX told me to just send the rest of it the next day. XX/XX/XXXX, I sent {$1000.00} more through XXXX and XXXX to XXXX XXXX, and XXXX told me I had another check coming to deposit as well. I went to login to my bank account and found it locked. So I called USAA, and they proceeded to tell me the check I had deposited was fraudulent, and that they would be freezing my account for an investigation immediately. I told them in tears I had no idea, and explained the situation. The USAA rep told me theyd contact XXXX to see if they could get the money back, and that I should report it on XXXX as well. After 7 days of no access to any of our money, I called to see if the investigation was over. They said it was, and that XXXX XXXX returning the {$2000.00}, and that USAA pulled the {$4700.00} back from the account. Yesterday, XX/XX/XXXX, XXXX came back and said they couldnt refund the {$2000.00} either even it was a scam. XXXX XXXX I called back USAA and told them under XXXX XXXX and the directive from the Consumer Financial Protection Bureau XXXX XX/XX/2021 of the Electronic Funds Transfer Act that banks are required to refund consumers for fraudulent transactions on their accounts. It said the law applies to if a 3rd party fraudulently induces a consumer into sharing account access information. This is put in place for when someone tricks you, so that when treachery is involved consumers are protected. USAA is not helping to resolve this issue in a timely manner, or following laws to keep the compliant to Reg E and this specific directive.
|
| 11/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am currently on a trip to Florida, hundreds of miles from my home near XXXX XXXX. When I landed it was late, past midnight, and I headed to check-in at a hotel with my debit card as my card for the room. When I arrived my debit card would not work and I soon found out that a fraud alert had been issued. I called USAA to clear the fraud alert and oddly, was not asked to confirm the transactions or anything like that, I was simply told that " my card is now unlocked and I can unlock it through the automated system '' .. I will come back to that later. I went to use my card, thinking there would be no problem, and yet again it was declined. I called back and spoke to I believe the same person, who this time sent a text to my phone to confirm my identity.
My debit card 's expiration was next month, so USAA had issued me a new card in what they called a " mass issue ''. Somehow, that new card had become active and made my in-hand debit card useless. I had not received the new card. I spoke to four or five different people for hours. I was stuck at a hotel with nowhere to go and nowhere to stay. USAA placed me on hold time and again and I was told multiple things. I was told that the new debit card hadn't shipped yet. I was told it had shipped and that my wife must have activated the new card ( which was not only untrue, it was impossible because I had used my debit card successfully after she went to sleep and I was the one that got our mail that day before I went to the airport ). I was told that it could have been fraudulently activated, despite also being told it hadn't shipped.
Coincidences aren't usually coincidences. It just so happened that my working card had a fraud alert and when I called to clear it my card couldn't ever work again? I don't think so. Something happened that caused this. What did the first representative unlock when I called since he reviewed no transactions on a fraud alert and did not verify my identity with a text? I don't know, but I was stuck, embarrassed, at a hotel with no way to get a room. They could not reactivate my card because somehow a new card had been activated. I honestly thought I would have to sleep on a bench at the airport until family could pick me up the next day. I demanded that USAA do something to make this right because I believed USAA had a problem that caused this. There was no possible resolution. I called the " Executive Support Team '' the next day and while they were apologetic, they offered no help in me being able to get through the weekend with no form of payment available. I had money in my account, but no way to access it. I asked if they could send me money via XXXX XXXX? No. No options. When I said I wanted a formal complaint launched and for USAA to figure out what happened, I was told a " verbal complaint '' would be logged.. but that is not a resolution. Basically, a member of 15 years was on his own to figure it out. Luckily, the lady at the hotel desk worked something out to get me a room or I would have been sleeping on that bench.
|
| 06/11/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I opened a secured credit card with USAA trying to build my credit. I secured it with my own money of {$700.00}. I paid the card perfectly for over two years until I took a job offer that didnt workout and put me behind. Like my other 2 secured credit cards once I got behind on the payment they closed the account with the money that I secured the card with ( my own money ). I had a limit with all 3 secured cards and the limit was whatever amount that I had secured the card with. Once these cards closed out the balance should have been zeroed out. USAA closed my account out in I believe XX/XX/XXXX, as well as my other two cards which showed XXXX balance. I checked my score last month and saw that according to USAA I had a balance of {$97.00}. I called and immediately paid the balance once I saw that. Then I started wondering why there was a balance. So I called and they informed me that my card was over balance. I asked them how is this possible in the 2 and a half years that I had the card they never let me go over balance and would even decline transaction that would put me within a couple dollars of maxing out. I asked the gentleman how this was possible it was a secured card he couldnt answer me he said sometimes it happens and the credit card companies allow the over balance by accident. I asked him what charges were made that allowed me to go over balance. He then informed me that the card went over balance by {$8.00} in XX/XX/XXXX. I maxed the card out in I believe XX/XX/XXXX moving back to AZ. He said they allowed another charge after the charge that brought me over balance of {$40.00}. I asked him so normally they wont allow you to go over you balance and it must have been a mistake for the first one, but it allowed 2 charges at separate dates when my card had been maxed out for a couple months. None of it made sense. He couldnt tell me anything but sometimes that happens and thats what happened and that he couldnt do anything for me. I then informed him that if I had of known there was an over balance I would have paid it. As soon as I found out months later ( which I was under then impression that that was impossible to go over balance on a secured credit card ) I immediately paid it. I asked him if there was anything they could do to adjust this because this wasnt right and not a single phone call was made to try and inform me that it was over balance, he just told me that he couldnt do anything and if I felt this was being was wrong and being reported incorrectly to dispute it. They way they are reporting it to my bureau is completely killing my score and is not right. I secured the card with my own money to insure that it would be paid and if something happened it would be covered. I have never been allowed to go over my limit the card will decline it and all of a sudden after a couple months of the card being maxed out they claim two separate charges on two separate days was allowed and put me over balance. Doesnt make sense and is really hurting my credit. Please help with this situation.
|
| 07/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I have ben a member in good standing of USAA for over 20years and former servicemen.
On XX/XX/XXXX received a letter advising that I am using my account for business transaction. Indicators for business transactions were " Deposits in the name of the business '' I don't recall any deposits in the name of the business being made. No supports were given.
On XX/XX/XXXX received a voicemail asking about possible business activity on my personal checking account with USAA.
XXXX XX/XX/25 I returned the USAA call at phone number XXXX, and talked to Mr. XXXX XXXX ( spell ) and answered / clarified all his questions and deposits. He was satisfied and said if any other questions or concerns they would contact me.
XX/XX/XXXX - My wife with her kids tried to withdraw cash from a ATM but was unable due to the account being closed. I called a USAA rep and asked to speak to a supervisor.
XX/XX/XXXX I talked to Mrs. XXXX and she reviewed the file and said the account was closed. I gave her all my info ( recapped above ). She would follow up with me on the follow day ( XX/XX/XXXX ).
XX/XX/XXXX received a follow up call from Mrs XXXX and she said a letter was mailed to me on XX/XX/XXXX Friday that they would close my account due to business transactions. I never received this notification or any other communication whatsoever since XX/XX/XXXX.
I asked Mrs XXXX to send me the letter via USAA documents on line. Which I attached to this file.
XX/XX/XXXX - I've asked Mrs. XXXX to escalate this and to speak to XXXX XXXX, Genal Manger, Deposit Experiences whom sent the letter closing the account..
I was advise this area of the bank was not for members access but Mrs XXXX would try and escalate accordingly.
As of XX/XX/1600 hours No call back or details on how I can ask my questions as to what supports they were looking at. I have my money locked with a promise of a " check in the mail ''.
+ Keep in mind, Friday XX/XX/XXXX is the letter saying they closed the account. ( See attached file ). This was mailed to my home.. I have not received this letter due to the fact it was mailed Friday the XXXX and the weekend, I only learned of the account closing when we tried to withdraw money. Not affording me ANY time to move my money or set up a new bank account so I can pay my bills or deposit my pay. I have checks and other deposits coming to my account that will not clear and bills that will not get paid. I did not receive notification prior to closing the account. I will incur fees, possible credit reporting issues and other associated items due to the banks improper notification or providing supports for closing my account.
As a former service man I am astonished of the lack of supports, reason and communication on this subject matter. It has basically been once sided with no means of me to speak with a manager in charge of the decision process. For a bank that services the service women and men and advertise loyalty and support. - this is so far from the truth with regards to this issue.
We are at a loss.
|
| 10/27/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
I filed a complaint against this bank earlier this year. My wife had an account that she closed in XXXX. We lost online access to that account immediately after she closed it and could no longer see any charges or funds being processed. Approximately 60 days after that, I was paid by a new job, and the bank seized my entire paycheck. The bank seized this money out of my account because my name was on my wife 's account. After my wife closed her account, many charges were posted to the account that we have no recollection of authorizing. We could not report the erroneous charges within the legal time frame because we were unaware that the account was still actively processing charges. Again, we closed the account and no longer could view details. We claimed fraud and disputed the charges that should not have been able to have been processed after we closed the account. The bank 's associates insisted that we still had access to our online portal to view account details when we did not. We repeated this dispute process often enough that the bank " flagged us '' for disputing the charges so many times. Eventually, the bank elected to exercise its right to stop doing business with us. This event has caused severe financial stress in our lives as we were in the middle of moving right as the pandemic caused a nationwide shutdown. I had charges pending to my account that was valid that USAA flagged as fraud and then refused to pay. I have had to pay several large bills twice because of this. There has been no accountability for where our money has gone, including the federal government 's initial stimulus payment for COVID-19 relief. An executive assistant called me after I made this complaint the first time and said that they found no wrongdoing in their own internal investigation. I disputed the contents of their findings over the phone. I have not received the information from this bank that I need. We have called them multiple times to get paper copies of our statements from the account to try and understand what happened. We still receive emails about an insurance payment being due when we no longer conduct business with them. I have found that this entire struggle has been woefully opaque. We have had to try and construct logs of everything that has happened from our memory without concrete detail because we trusted the bank to deal with us fairly. Whomever of their associates we talk to has notes of every call and transaction, but we do not have the same level of information. We feel disadvantaged and robbed. We do not have any statements, bills, or online portal access to access any evidence with which to dispute the charges. We were entirely reliant on this financial institution that we trusted with our money. Friends and family, coworkers, and associates are shocked and appalled to hear my story. Even legal consultation tells us that everything the bank did was legal. So we have absolutely no recourse against this large organization. We feel underrepresented, taken advantage of, and misinformed.
|
| 01/26/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
We applied for a refinance with cash out from USAA mortgage. I am a 24 year Veteran and assumed USAA was true to its word about working with Military members and families. This turned out not to be the case whatsoever. We prequalified for the refinance and cash out value. Our processor said there should be no problem based on all our information : FICO score, small debt, very good income and equity in the house based on appraisal they received. However, they continued to ask for information they already received, and it got harder and harder to get correct information from them. Could n't get in touch with our processor many times. Phone messages went unreturned. She started giving us excuses that it was stuck here or there. They started playing games with us. Then, she told us it finally went to Title, but then when it was taking weeks and weeks, we wanted an explanation and she said the Title Company could n't find the information they needed on our county assessors website, which by the way, had been sitting on that site for weeks, so they told an outright lie. They sent us the Closing Disclosure with a closing date and a disbursement date. Then a closing document was sent to us with everything laid out for us to see, and the final papers would be sent after we reviewed everything with them. We called our processor and told her we received that document. She seemed stunned and told us to disregard that document and not to contact the name of the person who sent it. More weeks of stalling went by, when we finally called and told them WE WERE CANCELLING THE ENTIRE thing. We pulled out to go with a more reputable, trustworthy company. About a week and a half later, we received a Notice of Action Taken letter from them, informing us that they denied our refinance request based on " Value or type of collateral not sufficient. '' That document was altered from the one they originally sent us in the beginning, because we had to change the amount of the refinance from {$280000.00} to {$270000.00}, for which they said they would refinance us.
This is such a joke! They did not deny us! We pulled out on them because of their unprofessionalism, their lying and their unscrupulous business tactics! If anyone wants to go on their website and look at all the complaints as well as other complaint sites regarding USAA, you will see the enormity of their problems which they are unwilling to address or fix. All this at the expense of Military members, XXXX XXXX and retired, that have already been through enough, then receive treatment like this from a company that puts themselves out there as some wonderful entity there for the Military. That is an inexcusable ploy and marketing tool to use, based on what is really going on. Do n't believe me? Read ALL the complaints! My complaint is completely true and would be willing to back it up with a polygraph. We request them to change the notice listed on your form, because it is a lie! and they will be responsible for any damage to our credit or financial dealings.
|
| 10/22/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
On XXXX of XX/XX/2019 I submitted all documents related to my medical retirement from active duty service to USAA and formally started the loan process. I asked several times that USAA review the documents to make sure that I met the requirements to use my VA benefit as income. I was given hesitant answers and weak " it should be fine '' for 32 days until the loan finally was reviewed by underwriting. At that point, I was told that my proof of income was insufficient and that I would not be approved for the loan. I contacted the VA and requested assistance. I was pointed towards the VA Lenders Handbook to get clarification on my situation. Per the VA handbook, I have met all the requirements to prove proof of income yet USAA refuses to accept them.
I had been asking USAA consistently for an answer regarding the strength of my documents for over a month. Because of their lack of due diligence, I am about to be medically retired with 100 % permanent and total service-related XXXX and I will not have a home to go to. If a lender is going to be an approved VA lender they should follow the VA lenders handbook since the VA insures the loans. This would have been a non-issue if USAA had taken a few moments to verify that my documents did not meet their requirements so I could have taken my business to a lender that would have approved me. I no longer have enough time to complete the home buying process, I am out over a XXXX dollars from inspections and fees I can not get refunded because they failed to act as a fiduciary should. I was strung along, paid a lot of money and ultimately denied using the information they had all along. As a XXXX service member, I will say that USAA does not understand how the VA works or the military for that matter.
Specifics : I have a 100 % VA rating based on a service-connected XXXX. I am retiring in one month and I have a completed MEB/PEB, have a VA award letter, BUPERs Retirement Orders with dates and honorable status, signed accepted MEB/PEB Findings, and a COE. The COE does not contain the amount that I will be receiving because I am still active duty. That amount can not be placed on a COE ( Per chapter four of the VA Lenders Handbook ) until I actually start receiving that benefit. In reference to the VA lender 's handbook, I highlighted the sections that I have proven to be covered by more specifically Chapter 4 pages 4-22,23,30 and 44. USAA has repeatedly stated that my award letter, signed PEB finding and retirement orders are not adequate to prove my benefit amount despite those documents explicitly stating what they are. They continue to state that if the amount is not on the COE it is no good DESPITE the handbook stating that it is- exactly in the situation that I am in. After several calls to the VA, they have no clue as to why USAA would act in this way and have asked them to call them directly which USAA has not done.
The link for that handbook is : https : XXXX please refer to chapter four, pages 4-22, 4-23, 4-30, 4-44 of the VA Lenders handbook
|
| 05/30/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Background : USAA closed my Checking and Savings account which I directly deposit money to from my place of employment after they stated I did not respond to an email from them requesting a copy of my Identity. I receive thousands of email spam and did not see such an email with the distinction of an this important message. Additionally, I have the USAA mobile App and there was no indication that I needed to send this information or else my account would be closed. I do not believe email is a safe communication vector since I have been in several email Data Breaches reference : XXXX and search for my email : XXXX Just as concerning is that USAA stated that they mailed me a check with the balance of my account. If they can not verify my identity how do they know they are sending my funds to the right address? I have not received this check and I am out of money to life on.
This was beyond troubling and perplexing to me since I provided my Driver 's License and a copy of my DD214 to them upon opening an account. XXXX XXXX from the MOET team ( Member Oversight Excellence Team ) stated that due to U.S. Patriot Act and the Bank Secrecy laws they had to ask for ID. Additionally XXXX XXXX. stated that USAA is now becoming a larger financial institution. I was told that I am on a XXXX XXXX feed where they could not verify my identity ; I purposely advised XXXX XXXX and the Credit Bureaus XXXX of 2018 that they were not allowed to share my information at Random to protect my Identity so that I would not be a victim of fraud and now I am a victim of a Bank misinterpreting the Fraud law which applies to new accounts not existing accounts.
How can USAA accuse their own customer of not being who they are after I have been with them for several years? As a Consumer of their financial product and services I believe my rights have been violated since Fraud only applies to new accounts and closing my existing checking account is unacceptable and violates Customer Trust.
I was told to fax my identity information to a fax number to get a new account associated with my member number ; but it will take 10 days to update in there system which indicates there is a back log and group of others that have been wrongly affected by their mindless new process. I also am not within the payroll limits to stop my next check from going to USAA and will have to wait for their mindless process to pay me back my money that is still set up to go to them for one more payroll cycle.
I am a Veteran, a member of the XXXX XXXX XXXX ( with background check ), I am a XXXX XXXX XXXXXXXX/XXXX XXXX, pursing my XXXX in XXXX XXXX and handle Identity and Access Management architectures to improve the Customer Experience and it is never recommended to close an existing, established Customer 's Account ; especially within a 10 day request window.
Moreover, my wedding is in two days and I have no money to prepare myself, get gas for my car, pay for the food and this was a Crushing experience for me.
XXXX XXXX, XXXX.
( XXXX ) XXXX
|
| 02/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
USAA bill pay has not been working right on the app. I have been paying my bills on USAA bill pay for XXXX years and have only recently discovered the issue happening around the XXXX of XX/XX/2023. It has been showing on my app that my bills have been coming out on or around the day they are supposed to come out, and also showing in the activity that the bill being paid had gone through. At first it was for my truck payment of {$830.00} on XX/XX/2023. It took over a week and showed that it had gone through on my USAA app. Then to discover it had not gone through or tried to come out until the XXXX of XX/XX/2023. I ended up having to call my loan company or the bank on which the loan is through and pay it after the bill date is due. It is now XX/XX/2023 and I have had the same thing happen to a different bill which I have never had any issues before. Same exact thing happened to my XXXX XXXX XXXX XXXX I had {$110.00} coming out on the XXXX of XXXX and apparently it had not tried to come out until the XXXX even though it had displayed on the app that it had come out when it was supposed to. When I had call in XX/XX/2023 about the truck loan taking the gentleman I had talked to explained that I was the XXXX person to call about the same issue. I was told then that they were working on the issue with the app. Now when I call USAA I am being told that it is the creditor of who I am paying the bill to that is taking to long to deposit the check from USAA from which my bills are automatically set up to come out. Like I said I have never, had this happen up until now. Everything has always come out when it is supposed and everything has always displayed that it had come out on the app. And everything has always been true of what was being displayed on the app, until the last month and a half. I understand if it might take a day or two. But when it takes a week or more for it to come out and everything is displaying it had come out and reflecting on my USAA automatic bill pay and also on the app itself that it had gone through, it becomes a problem because now my bills are not getting paid due to my wife and I thinking that we have money in the account and then I am getting letters in the mail showing I am past due on a bill and also letters from USAA showing the bill did not come out due to insufficient funds. I had also received a letter in the mail from tractor supply company credit card bill reflecting that the bill had gone through so I was not worried about it and it showing how much my next bill would be. Unfortunately because it displayed and reflected that it had gone through I was not worried about it anymore and I had thrown that bill away. I just received a phone call from XXXX yesterday saying that I was behind on my bill and I had to pay it in order to catch up on my payment. I was able to explain the situation to them about what was going on with my banks automatic bill pay. But now I am having to play catch up on my bills and worry about how it is going to reflect on my credit.
|
| 10/13/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On XX/XX/XXXX a charge for {$2600.00} appeared on my USAA credit card from " XXXX XXXX XXXX XXXX ''. I did not recognize the charge and reported it immediately as fraudulent. I also had large fraudulent charges ( several XXXX dollars each ) hit two other credit cards ( XXXX and XXXX XXXX ) and reported those to the respective companies as well. The charges to all accounts were from the same vendor - " XXXX XXXX XXXX XXXX ''. All three companies ( including USAA ) opened fraud cases, canceled my cards and issued new ones, and ultimately credited the fraudulent charges back to my accounts. I also had a fraudulent ACH transaction for {$600.00} hit my USAA checking account on XX/XX/XXXX from " XXXX XXXX ''. That charge was also disputed and ultimately refunded. The timing of all 4 charges indicated to me that this was an instance of fairly sophisticated identity theft.
On XX/XX/XXXX the fraudulent charge for {$2600.00} appeared on my USAA card again. When I called USAA to ask why I was seeing the charges again, they informed me that their fraud department had asked for further documentation from the vendor and received an invoice proving that the charges were legitimate ( attached ). I reviewed the invoice and told them that I had 1. never had an interaction with this vendor and 2. never received the plumbing services that were stated on the invoice. I also pointed out several obviously suspicious items on the invoice : my address ( customer address ) is similar to the actual address but incorrect, the business address provided by the vendor is actually a residential address, there's no line items detailing out the charges ( labor, parts, etc. ). But the most important point is that these are services I never requested, approved, or received and USAA is accepting a fraudulent invoice as proof that I am responsible for payment of thousands of dollars that I did not authorize.
I have since reached out to USAA customer support multiple times. Each time, I have been escalated to their Member Resolutions team, provided a detailed explanation of the situation and asked to speak to a member of the Fraud team who is familiar with my case. I've been told repeatedly that there is no way for ANYONE within the USAA customer support organization to connect a customer directly to the Fraud department. When I've requested that my case be reviewed again and to receive a call back and/or written explanation from the Fraud department detailing out why they have made this decision and what I need to do to further dispute the charges I have been told that they can't guarantee any response from the fraud team. To date, I have escalated the case at least four times and each time, the Fraud department has provided notes in my file ( which I have only been made aware of by calling Customer Support ) saying that I am responsible for the charges with no further explanation. I can not get anyone at USAA to help me and am repeatedly running into a broken process that does not allow for appropriate escalation.
|
| 12/20/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On XXXX XXXX I received an email notifying me of a deposit of {$6600.00} someone made to my personal checking account. Since i did n't expect any deposit i called and notified my bank USAA. As i refreshed my mobile USAA app to see where the deposit came from my account started showing charges and withdraws at a XXXX in Georgia totaling about {$3700.00} or so from what the bank told me. I told my bank i did n't recognize the deposit or charges. So while i was on the phone with the fraud department with USAA the representative told me someone was trying to make purchases in Georgia as we were on the phone so the representative blocked my card/account. I was told they tried a few times to use the card but since it was blocked they gave up. The representative told me that they were going to do an investigation which could take up to 48 hours. He also said since it was Sunday i had to call back on Monday the XXXX and notify the Checking department about the deposit, that i did n't recognize it so they could look into it. I asked the rep if this would affect my other accounts and was told NO. I have other joint checking, savings and Youth accounts with USAA. So on Tuesday the XXXX i tried to use my accounts at the grocery store and all my cards were denied. I called the bank and i was told that ALL my accounts have been locked and i would n't have any access to any funds while the fraud was investigated which would take up to 48 hours I got upset cause no one ever notified me that they would be locking my accounts and leaving me with absolutly NO money. I told them i have a XXXX and XXXX year old and i need some money. I requested that i be allowed to withdraw $ XXXX {$300.00} of MY money from XXXX of my accounts that had funds just to hold over my family while they conducted their investigation and i was denied. I was told i had to wait 48 hours. It is now almost 2 weeks and my accounts are still locked. I have called everyday to check the status and i 'm told it will take 48 hours. Even the USAA reps i have spoken to have said it shows that the investigation has been completed days ago and they do n't see any reason why my accounts are still locked. Yet they are unable to unlock the accounts and i must continue to wait another 48 hours. Since i have n't been able to access MY money i have n't been able to pay any of my bills and have now received late charges, i have n't even been able to pay my rent. My landlord is charging me a late fee for every week its late. I now owe almost 2 weeks worth of late charges. I have told the bank of my issue and they keep telling me to wait 48 hours. I have had to borrow money from family and friends to get my family thru these last 2 weeks. It 's been almost 2 weeks and no one can give me an explanation why my accounts are still locked. I 've been a member of USAA for about 4 years and they have NEVER and any problems with me or my accounts. That 's why i still do n't understand why i 'm being treated like this. PLEASE PLEASE HELP ME AND MY FAMILY ...
|
| 02/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XXXX XX/XX/XXXX USAA Federal Savings Bank sent me a text message about suspicious activity. I looked at my account a noticed multiple unauthorized transaction. I called USAA and let them know that I did not authorize or approve any withdraws or deposits that were not from Department XXXX XXXX XXXX accounting system. Since I have not used this account I believe USAA was hacked. The total amount withdrawn was around {$24000.00}. {$12000.00} was my balance on the account and {$12000.00} was overdraft. I spoke with a couple of the USAA representatives and let them know that I only deposit {$50.00} from every paycheck and {$100.00} from my XXXX XXXX check every month. I also told them that I have not used the debit card or activated. I was using the account to save money to help defray the cost of a future funeral for my parent. I also reiterated the account was not used other to deposit. As of that call I was locked from my account and could not no longer access. I called again and was told that USAA did not believe it was fraud and were not going to compensate me. I then asked to have them send me paper copies of my account and all correspondence thru the post office in paper because I could not get into my account because I was locked out. I was also told my account will be closed in 60 days and USAA would no longer do business with me. Then I called to ask about the status about my notifications. The person on the phone told me a fraud claim was not started and apologized. On XXXX XX/XX/XXXX I received a letter that my account was in overdraft status then on XXXX XX/XX/XXXX I received an email stating {$12000.00} was deposited as charge of for fraud. On XXXX XX/XX/XXXX I called and spoke about the {$12000.00} charge off for fraud and asked about getting my balance that was stolen. Again, the person on the phone told me I had received documents to my online account. I also re-iterated my account was locked and was not allowed to look at it. After XXXX minutes on the phone and asking to be transferred to the XXXX department, I was finally forwarded. I spoke with another person who told me that I was sent notifications to the online account. I let USAA XXXX know, I asked for everything to be mailed. I asked why USAA would not reimburse me. He said my fraud was denied and repeated what all the other clerks said. I asked how is it that an account that has not been used to best of my recollection since XXXX, never has any debits with {$12000.00} all of sudden is all withdrawn and on top of it they withdrew another {$12000.00} to put my account in a negative balance is not noticed or flagged. The USAA XXXX finally let me into my account so I could see all the notices, but said I would not get reimbursed. Please help me recover my account balance because my dealings with USAA are not going anywhere. Also I did file a police report XXXX XXXX XXXX and a FBI report at XXXX and sent it to USAA. I attached the banking statements which USAA has. If you need anything from me please let me know.
|
| 04/03/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
A couple of months ago I received a letter from USAA indicating that I owed some money and my account was past due. I called them to indicate that there has been an identity theft since I never opened the card nor was in possession of the card. Over the past few months I have called them several times to address the issue. Every time, it seems as though they are doing something about it but they arent and I find that they are simply having the collection agents harass me about the money. There is no mention of what they have done to investigate the identity theft and what their conclusion was. When I call identity theft department at USAA, they hear me out for a few minutes and either put down the phone or connect me back to collections.
It is extremely unprofessional and I have not seen this with any of the credit agencies or banks that I have dealt with.
At a minimum, i would have expected them to take note of the details, investigate it and get back to me on why they think that I was the one to open the account or atleast let me know the outcome of their investigation. I think there has been a presumption on their part to conclude without adequate investigation that I was the one to open the card. USAA I am told is typically open only to people either in the military or relatives of military. I have NO connection to the military and it seems like they did n't even bother to check this fact before issuing the card to whoever was impersonating me.
I think the burden of proof should be on them to show me the documents to conclude that I opened the account. I even told them that I have a filed a police report and was willing to provide them with the report number. They did n't bother with it since they have pre-concluded without any investigation. I was told that the domain of the email address which was used to open the account was " XXXX ''. If they use a little common sense, that would be the first indication that it is a fraudulent account or atleast give me a chance to hear me out and take my complaint seriously.
It has been extremely frustrating since they seem extremely unprofessional in the way they are going about this issue. I have been thrown around from one department to another and there is no transparency on what is going on. When I first reported it, they seemed to take down all the details but a few weeks later, they indicated no record of it and asked me to repeat the story again. I did and someone pretended to file a report and gave me a case number XXXX with the promise of some outcome in 5-7 business days. When I called them after a week with the case number, they simply were trying to transfer me back to collections.
I feel I have no recourse as a consumer as I have no way of knowing what they are investigating and what they are concluding. I seem to be at their whim and they are holding me to ransom for their negligence in not verifying some basic credentials such as signature and proof of military. I think they need to be held liable for their negligence.
|
| 08/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
On XX/XX/2022, USAA allowed 8 fraud charges to my checking account causing a negative balance of XXXX. I did not make or attempt any of the alleged charges that they posted to my account.
My account had a balance of {$4.00} on the XXXX. On the XXXX USAA created and posted fraudulent charges to my account, resulting in the balance at XXXX. At this point the bank fraudulently charged my account 7 additional times, even though my account already posted a negative balance. I also didn't receive any notification of suspicious activities and wasn't alerted to these charges until I checked my account on the XXXX. Alerting me of suspicious charges is standard operating procedure. For example, on the XXXX of XXXX I received a suspicious activities alert, which I verified was me. This type of notification has happened multiple times this year, in which I get text, emails/notifications on my account page. None of this occurred this time, not a single text or word uttered by the bank during these charges. I got those past notifications with a positive balance in my account, so this was very strange, and not at all in line with their professed standards.
I called very confused about what happened, and the USAA rep mocked me, and blamed me for not paying them for overdraft protection.
I followed up with why you would charge my cards 7 different times after it's already negative. I have NOT been able to spend a XXXX, a single solitary XXXX over what I have in my account for food or gas, or electricity. She then said they weren't merchants .... But on the XXXX my bank rejected the charge from my Electrical company because I didn't have enough in my checking account. At the time, I had enough money in my account because my checking held {$500.00}. They have outright refused to process any payments without the full amount being available in that specific account, but because I didn't pay them for Protection coverage, they decided to make 8 separate fraudulent charges, and post them to my account, in direct response to not paying the bank additional fees. USAA created and posted fraudulent charges to my account, directly defying their own policies and procedures for processing payments for a negative account balance. And they not only did it once, but they also conducted this illegal activity 8 separate times. And their response was pay for our overdraft plan, and that I can't overdraft my account, nor can electrically companies, XXXX XXXX, XXXX, XXXX foods, gas stations or any needs of mine, but merchants with no relation to me can charge my account at their discretion.
Following their own procedures, it should've been impossible to make a charge on my account when it was in a negative balance, but instead they not only allowed but facilitated 8 separate fake charges to an account with a negative balance. My mother transferred me {$120.00} on the XXXX ( unrelated to this event ), in which USAA stole that money, and has outright refused to start the investigation, or return the money they stole.
|
| 05/20/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
|
|
Web |
Servicemember |
|
Well, to preface this im a young, unmarried XXXX so if anything I've written seems incredibly XXXX, chalk it up to that. ( TL/DR at the bottom ) Anyhow, I bought my first real car back in XX/XX/XXXX from a dealer in XXXX NC. I always wanted an XXXX so I went and found a 13 for a good price, drove out there and brought it home. It was in good running condition, no noises or lights of any kind. About a month later I start hearing a creak from the rear right side of the car so I brought it into XXXX XXXX XXXX of XXXX to get it seen. The associate I was speaking with told me about the recall out on the 13 models for the valve springs which I knew was bricking upwards of 30 other people 's cars. I told him about my concerns and he reassured me that dealer had done 15 other recall jobs and none of those customers ran into problems after having the work done, so against my better judgement I gave in and let them do the " free '' recall.
I came back the next day to find my car running fine, got the keys and drove home without a problem. About a week and a half later I could tell the vehicle was having trouble starting and made some different noises while running at times. I chalked it up to the noisy fuel pump problem but it only got worse. Eventually it went into and out of limp mode ( read CEL and TCL ) multiple times and I was definitely hearing new noises from the motor, almost like a rod knock. So I parked it, called the dealer and had it towed into the shop for repairs.
I called in every few days to get updates on my car and the dealer keeps putting me off with excuses. The first week it was waiting on XXXX reps to look at the motor and see if it was due to the recall ( they said it wasn't, despite me not having any problems previous to the recall ). The week after that it's waiting for adjusters to look at it because it's still under warranty from the day I bought it ( 3 month, 3000 mi powertrain warranty ) and as of today I still haven't gotten an answer from the dealer nor the warranty company even though I make a point to call in every other day or so to make sure they're actually trying to resolve this problem.
As of the last time I called in, that being yesterday, the rep from the warranty company said they need to reevaluate the cams because the tech at the dealer didn't break them down far enough to gauge whether or not it was an actual mechanical failure. That means for the time being I'm stuck without a running vehicle and leaning on my fellow XXXX to help me out with getting XXXX done. I don't mind waiting for people to get the job done right, but I can't help but feel like I'm getting XXXX for not only faulty recall work, but a XXXX warranty that they're saying might not cover it, despite being well within the boundaries of it. Is there anyone I could call or talk to who could help speed things along? Anyone who can help protect me from having to pay a 2500+ dollar bill because of shady business practices?
The warranty company in question is the XXXX XXXX XXXX
|
| 04/11/2018 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I recently contacted my VA representative about my current situation ( unemployment ) and he suggested that I submit an application to USAA/XXXX to get a forebearance that will allow me to get 12 months of forbearance to allow me time to find a job. I submitted the allocation for a loan modification based on the fact that I was unemployed. After months of them losing my paperwork and finally getting a package to submit to the department for approval of my modification, I was told that my application was denied because of lack of income. This is ridiculous because I informed the mortgage company that the reason I was applying for a forebearance was due to my unemployment. Harley was the individual that I was working with. I informed her that I had signed into my account and the amount that is shown is significantly less than the amount that she was quoting. She kept telling me the amount was the same and I should look farther down the site and there was nothing noted that the amount should be different. In fact the amount was {$1800.00} different from what she was quoting. I asked if I could make the $ XXXX plus and she indicated that I couldnt do so. I said I found pay all of the back payments that I owe but I wanted them to wave the fee and they refused. I asked them to wave the {$790.00} late fees and they refused. The late fees are excessive and i dont believe my original loan allowed for the excessive late fees. I owed more in the year they had my loan than in the 5 years of my previous mortgage holder. I also asked for the documents that alowedngor the excessive fees. I asked her to give me an itemized statement of what the corporate advance were and they sent out a form that didnt itemize the corporates advacnex. She said they were also charging me an additional {$14.00} a week to have someone go to the house to make sure it was still occupied. I asked her why was that necessary and if it was necessary then why would they charger that fee to the consumer who is already having difficulty paying their mortgage payment. They also charge {$860.00} in late fees that Included late charges when the account was in foreclosure and also in loss mitigation. This shouldnt have been charged. It is my opinion that this company does nothing to assist the consumer. I believe they are in the business of trying to foreclose on home with a lot of equity in the home. When I asked for assistance XXXX pretended to want to help me stay in my home. I waited a week or so to see what she would do and called her back and she had done absolutely nothing and I asked what she had done and she said that she was going to wait so she could give me my options of short sale or deed In lieu ... so how is that helping me to stay in my home. I am a XXXX veteran and single parent and I had no assistance from either the VA or USAA. I want to ask to have my money for the late fees returned and the {$1800.00} that the mortgage tacked on to my payments and and clear and concise explanation of any oleander all fees.
|
| 08/02/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
USAA Bank Fraud charges denied I travelled to XXXX on the first week of XXXX. I had my bag inside a boat and noticed my card was stolen. While in XXXX I immediately reported my card stolen. This must have been XX/XX/XXXX timeframe. USAA, the credit card company canceled the card, annotated that it was fraud - the charges of {$1300.00} to XXXX XXXX XXXX and {$1400.00} to XXXX XXXX XXXX both on XX/XX/XXXX. There were multiple attempts to charge large amounts as these.
Two weeks later, a disputes representative from USAA reached out and said the transactions were denied as fraud, he said he had no idea why it just says denied he said, and that I can claim them as disputes. I told the gentleman that it was IN FACT fraud. He filed for dispute anyways. Those were denied and I am still now left to pay for these two fraudulent transactions after my card was stolen.
My rights have been violated 1 ) because I never received an explanation at all, not by mail or otherwise as to why it was deemed not fraud 2 ) I am constantly unable to reach the Credit Card fraud department. Now, this is a big topic because USAA doesnt have physical locations. Everything is calling or mobile. When you call you get identified by your phone number, and every time I call the system shuts down and says my account can only be serviced when operating hours are open. It says this constantly, doesnt matter the hour. Finally, I was able to find a way around this bug on my account and got constantly sent to wrong departments that handle fraud. No one could direct me to the right department for this. Finally, a representative said that the department that handles fraud doesnt speak to people on the phone so he must submit a ticket to find out why my fraud claim was denied. He repeated multiple times that there is no guarantee that I will receive a call back or response. This is against my right, and I cant find a way to appeal and it is endless games to get ahold of anyone at this bank which is shocking from a seemingly prestigious bank. 3 ) USAA must, in essence, review my claim and at least depict these charges, maybe look for an invoice or such. There is nothing in XXXX that costs this much unless you buy yacht.
I was notified via text before one of these transactions to approve it, and I will admit I mistakenly said Y then immediately said XXXX No that is not familiar as I made a mistake replying. Because, once I saw the amount again it didnt make sense. I saw that my texts didnt go through which makes sense I was in a foriegn country, but I have a record of my attempts to text No and Fraud. Either way, this is not obligatory of myself being responsible for a fraudulent charge of a stolen credit card.
I have tried to be thorough and present a good timeline of events. I remember everything clearly. This was fraud and my rights are not supported by USAA, they are impossible, to me, to contact. There is no ticket system, just limited hours and mixed messages from wrong departments all with different answers.
|
| 04/23/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
I recently noticed a {$150.00} charge on my USAA credit card that I didnt recognize. After reviewing my account, I discovered this same charge had remained on my account for months which was strange, because my account is enrolled in AutoPay.
I contacted an agent via online chat at USAA on XX/XX/XXXX to discover : -This was a charge in XXXX which was verified as fraudulent, and had been taken off my account -The USAA agent stated : I show that XX/XX/XXXX we gave you a temp credit while we investigated and in XX/XX/XXXX we made that a permenant credit.
this charge started showing up on your acct after over a year ofa XXXX balance. It could have been something in the system that somehow glitchedand added it back on the acct randomly for some reason.
it looks like it started showing up again on XXXX of last yearXXXX. But between XX/XX/XXXX and XXXX of XXXX it was totally gone.
It is what I want to call a phantom charge that isshowing up but the system is not recognizing it because it was already resolved backin of XXXX of XXXX. A year later for some reason a year to the date it was resolved itstarted showing back up again.
This chat took almost an hour and a half, and did not resolve the issue. The agent sent a note to the dispute department.
On, XX/XX/XXXX I received a voice mail : Hello, this is XXXX from USAA about a time sensitive matter regarding your recent transaction.
She did not identify which department she was from, and did not provide an extension to reach her. She only provided the companys toll free number : XXXX.
That day, I called back and navigated the toll free number to the credit card department, worried that they were calling about a new fraudulent charge. The agent looked at my account and could not figure out why I was called. I spent over 16 min on that call, which went nowhere. Frustrated, I asked her to look into it and then call me back.
On XX/XX/XXXX I finally received a return call from XXXX, who left the voice mail message. She called to discuss the persistent charge on my account that I discussed in the online chat. At the beginning of the conversation it was apparent that she hadnt done her homework and bothered to take the time to understand the situation. She initially said the balance was due to a new charge in XX/XX/XXXX, which was not the case. She finally figured out that it was due to the fraudulent charge in XXXX which was taken off my account XX/XX/XXXX, but mysteriously re-appeared a year later.
This call lasted over 33 minutes, and did not resolve the problem. XXXX said she would look into it and call me back early the following week, either XXXX or XXXX. She said she could not provide me a phone extension to reach her. She never called me back, and the issue still has not been resolved.
Because I am unable to reach an agent at USAA who can help me, and USAA has eliminated the option to send them secure messages or email on its website, I am forced to contact the CFPB for assistance in helping me to resolve this issue.
|
| 07/16/2023 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Servicemember |
|
USAA never issued me a XXXX for a charge off reporting on my credit report showing a charged off balance of {$11000.00} opened XXXX closed XXXX. I try logging in to my usaa account about this and they will not allow me to log in using my username. i tried to reset my password through my phone and email but there is nothing they will do.
Generally, a creditor must file a Form 1099-C if : ( 1 ) debt in the amount of {$600.00} or more has been discharged ; ( 2 ) the creditor is an applicable entity; and ( 3 ) an identifiable event has occurred. A Form 1099-C must be filed in the year following the calendar year in which the identifiable event occurs ( XX/XX/XXXX to debtor ; XX/XX/XXXX to the IRS if paper-filed, and XX/XX/XXXX to the IRS if e-filed ) XXXX Finally, the only cancelled or discharged debt that must be reported on a Form 1099-C is the principal amount of the debt owed ; however a creditor may report the interest and penalties forgiven if it so chooses.
The pertinent Treasury Regulation defines indebtedness for Form 1099-C reporting purposes as any amount owed to an applicable entity, including stated principal, fees, stated interest, penalties, administrative costs and fines. The amount of indebtedness discharged may represent all, or only a part, of the total amount owed to the applicable entity. Treas. Reg. 1.6050P-1 ( c ). An applicable entity includes government agencies ( including the Small Business Administration ) and applicable financial entities, which consist of financial institutions ( their subsidiaries ), credit unions, the Federal Deposit Insurance Corporation, and any organization a significant trade or business of which is the lending of money. IRC 6050P ( c ).
An identifiable event generally triggering a Form 1099-C reporting obligation includes : ( 1 ) a bankruptcy discharge ; ( 2 ) a cancellation/extinguishment that renders a debt unenforceable in a receivership, foreclosure, or similar proceeding ; ( 3 ) a cancellation upon the expiration of the statute of limitations for collection of an indebtedness or upon the expiration of a statutory period for filing a claim or commencing a deficiency judgment proceeding ; ( 4 ) a cancellation pursuant to an election of foreclosure remedies by a creditor that statutorily extinguishes or bars the creditor 's right to pursue collection of the indebtedness; ( 5 ) a cancellation that renders a debt unenforceable pursuant to a probate or similar proceeding ; ( 6 ) a discharge pursuant to an agreement between an applicable entity and a debtor to discharge indebtedness at less than full consideration; and ( 7 ) a discharge pursuant to a decision by the creditor, or the application of a defined policy of the creditor, to discontinue collection activity and discharge debt.
The failure by a creditor to file a Form 1099-C may result in penalties under IRC 6721 and 6722. The amount of penalty for the failure to file a correct Form 1099-C by the due date ( IRC 6721 ) is based on when the Form 1099-C is filed :
|
| 05/09/2016 |
Yes |
|
|
|
Web |
|
|
RE : Unauthorized charges on my credit card from USAA, account restricted, unable to reach a representative within a reasonable amount of time and refusal to investigate my claim.
I am a married father of XXXX young girls, run XXXX separate business : Build custom homes, Promote large events and provide entertainment services for Weddings, XXXX 's, charity events etc ... I have a highly regarded reputation, provide my services for many of the wealthiest families in Michigan and I have a great credit history with all my lenders. However, my latest experience with USAA regarding unauthorized credit card transactions have been incredibly frustrating and time consuming.
Around XXXX XXXX, I was unable to log into my USAA account, I made numerous attempts to contact USAA, but once my hold time exceeded XXXX minutes I would hang up, hoping to find a better time to reach them. Finally, on XXXX XXXX, at approx. XXXX I reached a representative ( male ) he verified me and provided a passcode to log in. Once logged I noticed a balance over {$8000.00} whereas my balance should have been around {$3500.00}. I informed the representative there were numerous unauthorized transactions. He transferred me to Fraud investigator XXXX XXXX XXXX, I informed her all the charges from XXXX XXXX 2016 to the present were unauthorized. I identified these charges and incredibly this fraud investigator refused to take my report. She informed me that since my card was revoked. ( NOTE : card was revoked due to fraud transactions ) She was unable to take the report and transferred me to the Debt solutions department. Debt solutions dept. was not open, therefore I had to call back the next day.
On XXXX XXXX at approx. XXXX I contacted XXXX, this took XXXX attempts and over XXXX minutes of hold time. At XXXX the next day I called and after more hold time lasting over 30 minutes XXXX from the XXXX answered. ( This is a different XXXX with same first name as the Fraud departments investigator ) This gets better, XXXX also informed me she was unable to help and placed me on hold for over 30 minutes. Finally, I could not keep holding and hung up.
Days later XXXX XXXX, USAA reported my account revoked and a balance of $ XXXX this lowered my credit score by XXXX pts. and will jeopardize a XXXX figure construction loan i MUST apply for in a few weeks.
I have exhausted every reasonable attempt and my only other alternatives are complaining to government agencies and follow up wit Civil action. During my conversations with USAA I did warn them of reporting inaccurate information to the credit bureaus as my ability to finance real estate to develop would be in jeopardy. I have also emailed these concerns and mailed certified letters the XXXX disputing the balance USAA is currently reporting. It is also important to note that over the last few months I have paid over {$80000.00} towards my revolving lines of credit per advice from my loan officer in preparations to obtain a large ( XXXX figure ) construction loan
|
| 05/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Hello, XXXX : This is very high level. I will go into more granular detail if needed/asked.
My USAA checking account was compromised thought my tablet ( mobile device ) for about {$11000.00} in the month of XX/XX/XXXX. I filled each fraudulent charge as such when I discovered what was happening about a week later.
A lesser amount was taken the month prior, and I requested a new debit card thinking my card was compromised. Come to find out, it was internal to my network. I have since re-formatted the tablet effectively killing the malware/virus.
USAA issued me provisional credits while they investigated the issue. I thought to myself, what a good bank, looking out for their customers. On XX/XX/XXXX, they started to take back the credit. On XX/XX/XXXX, they removed {$4500.00} from my account, to recover the fraud I reported. I then took a hard stance with USAA. They decided when my wife was grocery shopping, to freeze our account. We immediately called and all anyone could say is per the disclosure agreement we have decided to not do business with you anymore.
I then got letters from USAA stating this basically : the transaction was initiated from my IP address and email. I told USAA that if the malware was on my device, of course it came from my IP address. Once your device is hacked, they have access to any information on that device.
Another reason is that I made 7 non disputed transactions more than 4 days ago. I dont check my bank account every day, but I do at least once a week, When I saw the transactions, I immediately called USAA to dispute EVERY ONE OF THEM. So, this reasoning is null and void to me.
Fast forward to today, XX/XX/XXXX. I have since uploaded multiple documents that prove my innocence and today, they stated I can NO LONGER dispute this. Well, I am not going to quit for something that isnt right and when I did NOTHING wrong.
I would LOVE to discuss this more and the next step is the OCC. Please see the attachments as for what I sent as proof. It goes into my paid subscription into the XXXX service that monitors the dark web and shows my information was all over the internet.
" After a thorough investigation, we have determined that this activity isn't fraudulent. We based our decision on the following information : merchant was able to verify, Name, and Email Address, and address that match to the member/ '' This information is free on the internet and I proved that point, please see the attachments. I have many MORE attachments to show evidence and proof. This should be sufficient for now.
They froze my account 2 days after receiving my VA disability check and paycheck. I have been without for almost three weeks. Nobody in the USAA cares. I called everyone and even someone from the office of the CEO and no sympathy, empathy, like you are the criminal. The left hand doesnt know what the right hand is doing at USAA XXXX This is just the cusp of my information and proof. I would be more than happy to discuss this further with the CFPB.
|
| 04/16/2017 |
Yes |
|
|
|
Web |
Older American |
|
This concerns a complaint i filed with my credit card company ( USAA/VISA ) with regard to repairs I paid for with my USAA/Visa credit card. My USAA member number is XXXX and the Visa card I used to pay with ends in # XXXX. Last XX/XX/XXXX I took my car to XXXX XXXX XXXX XXXX to have a knock noise diagnosed. I was told I needed a new engine. I paid a total of {$1700.00} to have my XXXX XXXX fixed ( New 'used ' engine, etc ). Before the job was completed I discovered I was being overcharged by some {$260.00} by XXXX XXXX XXXX XXXX and promptly filed a complaint with USAA. That amount was deducted from the {$1700.00} and left me with a balance of {$1400.00}. This all transpired while the car was still in the repair shop. I picked the car up and noticed a knocking/ banging noise and since I had no intention of taking the car back to XXXX XXXX XXXX XXXX because of overcharging I took the car to a local dealership where I lease my XXXX from. This was done in XX/XX/2017 and I was notified that the car had serious problems and that the 'used ' engine installed by XXXX XXXX XXXX XXXX was installed with faulty engine mounts and leaking transmission lines. The Service manager told me I could have been injured or worse if the engine mount had broken completely. I directed the XXXX service dealer to FIX the problems. I again contacted USAA/VISA and filed a second complaint demanding I be reimbursed the {$1400.00} because of poor/shoddy workmanship which could have caused me and my family serious injury or worse and quite possibly involving another vehicle. USAA advised they were investigating the complaint and as requested I provided USAA with all relevant invoices and information regarding the poor workmanship and additional monies I had to pay to have the mistakes corrected to make my car safe. On or about XX/XX/2017 I contacted USAA to find out if a decision was made regarding my complaint regarding the remaining charges of {$1400.00} and I was informed by a USAA representative by the name of XXXX that USAA ruled in my favor and I was not responsible for the {$1400.00}. I ask for a confirmation email and /or letter however XXXX the USAA rep advised everything was notated and I would receive something by mail in the near future confirming what he ( XXXX ) told me. Yesterday XX/XX/2017 to my utter dismay I was making a payment via my USAA checking account and noticed the VISA credit card balance had increased by {$1400.00}, ( the amount disputed and was told it was ruled in my favor ). I was not contacted by anyone from USAA either by phone Email or text advising of this decision on behalf of USAA/VISA which is a direct contradiction to what I was told on XX/XX/2017 by USAA representative XXXX. I was lied to, misled and ignored by USAA and it 's representatives resulting in causing me XXXX. I would appreciate CFPB look into this matter please. The phone number to USAA is XXXX or XXXX XXXX. I can be contacted at XXXX 0r XXXX.
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, pA XXXX
|
| 12/06/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I attempted to use my bank cardd and my card was declined. I had them to swipe the card again and it was declined again. I knew that I had money in this account because over the weekend I had to send money to myself from this account because I did not have my bank card. The bank failed to send my bank cards to me and they never verified my account until I end up calling them and they stated that they had dropped the ball that was on last Wednesday XX/XX/XXXX.
So when I called on Monday XX/XX/XXXX I was then told that they took the money out of my accounts for an old debt old on a previous account. When I asked where was my notification that the money would come out of this account I was told that I got the disclosure for deposits. I informed her that the disclosure for deposits is not the same thing as a notice letting me know on the day that they plan to take the money on or around a particular date. I then asked why did I receive a check over the summer for money owed to me from the bank if I owed the bank? She then responded with well are n't you on this account? As if she was not able to provide me with the information that I was questioning. I stated that if I owed the bank there would be no need for them to have sent me a check for a {$150.00}. Even honor that check because I cashed it, in XX/XX/XXXX. And not only that, I had to contact the bank to verify my address and make sure that the Email that I had received from the bank was valid. So I did all these things without someone saying you still owe this money. Not only that but then I was allowed to open up two new accounts and put money into those accounts not knowing that I still owed for this old account.
This is an act of bad faith. How do you allow someone to open up accounts, not notify them that they have an old account with a balance, and not notify them that you plan to take the money out? Last week XX/XX/XXXX when on the phone with a senior representative I was asking questions about why my account was never verified? Why no one never called me to tell me that the account was never verified? And why I ended up calling in to find this information out? Not only that but I never received cards for those accounts at that time. And then when I called in on last week I was told that I never ordered debit cards to go with these accounts. Which was an accurate because I actually did it on line. I feel as though USAA likes to just take money because they are a bank and they can do so. Because I had the same problem over 2 years ago and that is the reason why I stopped doing business with USAA. Because they took money out of my XXXX XXXX XXXX account without my permission and then I had to call in and request for them to pull the call from the representative that I have spoken to inform them not to take the money out of my XXXX XXXX XXXX account and I would make my own payments. This is bad business and this should not be happening. And I know I 'm not the only person that this is happening to.
|
| 05/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
My complaint is against USAA Federal Savings Bank. I have a checking and savings account with USAA. I have my social security check and USAA annuity check direct deposited into that USAA checking account every month. I have that checking account digitally connected to my XXXX checking account so I can transfer money from my USAA checking account to my local XXXX checking account. I use that money to pay my bills from that XXXX checking account. Around XX/XX/XXXX I noticed USAA had message on my online account indicating that there was a connection problem with my XXXX account. Calling them to fix that connection problem led to a lot of bumbling on there part which finally resulting in them erroneously flagging the XXXX account as fraudulent. The USAA banking supervisor admitted this on the phone to me yesterday which was XX/XX/XXXX. I have spoken with supervisors in USAA banking including XXXX and XXXX. They have spoken to the Fraud Department while I was on the phone and come back advising me that Fraud said it would be 6 business days to fix it. After six days it was not fixed. I spoke to XXXX again who said even though the Fraud Department made the error according to the Fraud Department there was a lot of red tape to go through and it could not be done immediately per the Fraud Department. I spent over an hour with her on the phone while she tried to get the Fraud Department to fix it. The Fraud department worked on it for that hour while we both waited. They said they could not fix it and said it would be three more business days. During the last two to three weeks I have had numerous frustrating calls with supervisors and associates where they said everything from 6 business days to finally the XXXX account was marked fraudulent to it would take six days to remove that fraudulent tag. It has been six days and they still have not fixed this. I have changed or been asked to change by pin at least seven times when calling these people and put through a number of security checks including giving them my Online ID once again. I have given them the XXXX account number probably six or seven times. They tried to get me to put another account in instead of the XXXX checking account. I refused because that is not fixing the problem and it will still be on there that I have a fraudulent account which could have many unforeseen consequences. I have confirmed with XXXX bank that the XXXX account is not fraudulent and that there is nothing wrong with that account. The local bank leader XXXX XXXX confirmed the legitimacy of the XXXX account with her bank while I sat there and then called USAA to advise them it was a legitimate account. They would not talk to her and she got no further than an associate on the phone. Meanwhile I do not have the ability to transfer my money funds in the USAA checking account to my XXXX checking account and that money is what I pay my bills with. My XXXX account is getting smaller and smaller while I wait for these people to fix the problem.
|
| 03/22/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
Summary : On XX/XX/XXXX, USAA, our bank of 24+ years, suddenly and without any reason given, closed our savings, checking and credit card accounts. It took filing a complaint with CFPB to finally get a reason, which is a case of mistaken identity or possibly stolen identity. Regardless, after dealing for 2-months with USAA to get our bank statements, we discovered that they did not keep our auto-payment for the credit card in effect so now they are charging us finance charges and late fees, which we want removed.
XX/XX/XXXX. I went to deposit a check and could n't get online. I called USAA 's help line and was informed that our bank accounts and credit cards were closed and that I 'd have no online access to and records, statements, insurance documents, etc. No reason was given for cancelling our accounts after 24 years of being a USAA member. We were told we 'd get the money from our accounts in 30-days, the reason for that long was they would handle all charges, credits, etc.
Accounts effected : USAA Visa Card USAA Savings Account USAA Checking Account USAA Line of Credit USAA Homeowners Insurance USAA Auto Insurance USAA Life Insurance Policy for XXXX USAA Life Insurance Policy for XXXX It 's important to note that all our billable accounts were set up for automatic payment from our USAA checking and/or savings accounts. This had been the case for at least 10-years.
XX/XX/XXXX. We finally received our checks, much longer than 30-days that we were told. We received no statements, no invoices, no bills, and no documentation for any of the above accounts, as all were set up for electronic download. But since I could not get online to retrieve, we had no way to balance our accounts and had no idea what may have been paid or what was n't paid. We received no phone calls or messages or email communications during this period.
XX/XX/XXXX. I contacted USAA to request statements. I had to contact each department separately - banking, Visa card and insurance. They could not email me, only fax or mail. I received some statements but not all so I had to contact them again to send all statements so I could reconcile our accounts.
XX/XX/XXXX. After finally receiving the hard copy statements, I manually entered in all charges into our accounting software ( XXXX ). Previously, this was all accomplished via downloading transactions. By the time I entered in all the transactions and reconciled our accounts ( 4 days ), I realized that USAA did not pay the credit card via auto-pay. No phone calls, no communication at all from USAA. But what our Visa statement did include was finance charges and late fees for three months. In addition to the Visa card typically being paid via auto-pay, I would also transfer into the checking account money from my business ( reimbursements for expenses and salary ), which was n't possible because I had no online access. We also have more than {$1000.00} worth of XXXX ( from Visa charges ) that could be put towards any balance, but was n't.
|
| 04/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2023 ... my daughter called and made me privy to a check being deposited in her account via mobile deposit that she did not so. She also was receiving threatening whats app messages from some unknown person ( s ) for her to send the money to them. We contacted USAA Bank immediately to let them know that there was a check deposited that may be fraudulent. I did not know if they stole a real persons check and was trying to get money out of account. When I saw that the person ( s ) had already taken out a {$1000.00}, I moved {$2000.00} of the money out of my daughter acct into my own. I also made USAA privy to this until the situation could be rectified. The next day I received alerts on my email that I was sending funds out to a XXXX XXXX via XXXX. I had not made any such requests, so I immediately called USAA once again to tell them. After a few weeks USAA decided that there was no fraud and they have come to the conclusion that my daughter did this or gave her personal bank info out to someone. In turn, they locked down my bank account as well as hers and I had to pay the {$2800.00} for my daughter negative balance from fraudulent check in order to lift freeze off of my account. My issue is, is that I alerted USAA the same day check was deposited and I alerted them the next day when I saw more withdrawals were being done via XXXX. There has been no time in the 11years that I have been with USAA that when you deposit a check, especially in such a large amount that the funds are immediately available. How was a person able to deposit a {$3000.00} check and start withdrawing immediately is a mystery to me. So now that I have brought my daughters acct back to a positive balance, the bank still has restrictions on my account and they are not allowing me to close my daughters acct. I feel as I have been victimized whereas I did nothing criminally and my daughter is steadfast in her assertion that she did not do it and did not give out any of her banking info. USAA should've shut account down immediately when we called about the fraudulent check so that no one could get any more money out of it, but they did not and then held me liable after I felt I did my part in trying to avoid further issues or losses. Now I am out of some cash and not able to close my accounts or transfer money. Now I have seen the same scam that has happened to my daughter to a woman who posted it happened to her child on XXXX XXXX. I also reached out to the company that was listed on check to speak to them and their human Resources manager stated that they believe one of their checks had been intercepted because they are getting calls from various states that they had fake checks deposited into their accts. I think that the banking bureau needs to look into this with USAA. It is not fair to the consumer that they should get victimized twice. And because USAA did not quickly follow up when notified of this and prohibit further withdrawals from account that I now would be held accountable.
|
| 04/23/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I am a military member with 27 years of service and have had all of my checking, savings, loans, credit cards and insurance with USAA for 20 years. Recently, fraudsters accessed my checking account and stole {$6000.00} out of my account. This was done first by the fraudsters accessing my account and then calling me from a USAA number, spoofing both the USAA phone number and my IP address apparently. They represented that they were from the USA fraud department, and having received calls from USAA alerting me to fraudulent charges before, I logged into my account to see that two {$2500.00} cashiers checks and other fees that I didn't request were in my checking account. At this point, the person I believed to be the USAA rep told me that he would work to reverse the fraudulent charges and sent me a 6 digit pin to access my account. I read the pin back. When I was put on hold, the USAA official music played, the employee gave me his ID and employee number and based on other experiences with real USAA reps who have asked me for my phone password and pin, I believed I was dealing with USAA. I contacted USAA immediately, yet they still let the fraudsters cash the two {$2500.00} checks, take another {$1000.00} from my account without refunding, and are now telling me that it was my fault I read the six digit pin back and they don't for scams.
This position is direct violation of Regulation E. The official interpretation of Regulation E provides the contrary answeran unauthorized EFT10 includes any transfer initiated by a person who obtained an access device through fraud, robbery, or force.
The CPFB 's recent guidance affirms and clarifies this approach, noting that if a consumer is fraudulently induced into sharing account access with a third party, the subsequent transfer is an unauthorized EFT. This includes commonplace examples of digital fraud, including instances where a consumer receives a call from someone pretending to be a representative from the consumer 's financial institution, as well as phishing or other methods to gain access to a consumer 's computer and obtain such information.
The CFPB made clear that a consumer is entitled to receive the liability protections of Regulation E, even if that consumer acted negligently. CFPB also made clear that the official interpretation of Regulation E expressly provides that negligence by a consumer can not be used as the basis for imposing greater liability than is permissible under Regulation E. The interpretation notes that even consumer behavior that constitutes negligence under state law, including writing the PIN on a debit card or on a piece of paper kept with the card, does not affect the consumer 's liability for unauthorized EFTs.
USAA is clearly in violation of regulation E, and need to reverse the fraudulent transactions, especially since it was their negligence after being notified of the checks being fraudulent sent to the scammers that they allowed them to be put through to my bank account.
|
| 10/31/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
We had an accident occur at our home that destroyed it and our homeowners insurance is denying our claim. We have appealed it and also filed complaints with the oklahoma insurance commissioner, but are still being denied. We have paid our premiums faithfully and should receive the benefits that are included in the policy. I have included the verbiage from the complaints/appeals below. Please feel free to reach out with any questions at XXXX or XXXX.
I am writing to appeal the bad faith denial on our homeowners claim XXXX. I have read the denial letter stating that this is considered a losses you dont cover and that in their opinion it is due to earth movement/shifting, etc. I strongly disagree!
Help me understand how this would NOT be eligible for coverage under the collapse provision. USAAs wording states that The policy defines a collapse as a sudden falling or caving in or sudden braking apart of deformation such that the building or part of a building is in imminent peril of falling or caving in and is not fit for its intended use That is EXACTLY what has happened with our home. Furthermore, the collapse provision specifically says one of the covered clauses under the collapse provision is decay that is hidden from view, meaning damage that is unknown prior to collapse or that does not result from a failure to reasonable maintain the property. Again, this is EXACTLY what has happened with our property. This was a SUDDEN act. Our homes foundation, walls, floors, ceilings, windows, doors, etc. were ALL structurally sound until this occurred.
The property now is non-repairable as is, uninhabitable and will likely be condemned. I dont see how this contract wording will be upheld if this goes to court as our circumstances clearly fall under this collapse provision.
Denying our claim after being provided specific wording and reasons in which it SHOULD be covered is despicable and what gives insurance companies such a terrible reputation to begin with. I am deeply saddened that USAA, of all companies, is practicing such similar antics. I expected they would honor their contract for their customers. We have been loyal and longstanding customers for 15 years now. To be treated in such a way after paying our premiums and now being left with this unrepairable home that can no longer be lived in is complete financial ruin. And this was of NO FAULT of our own. We arrived at our home one day and it was in imminent peril of falling or caving in due to decay that was hidden from view and completely unknown to us as homeowners. According to our contracts wording, this should be overturned and covered immediately.
We appreciate you taking the time to re-review our claim. This is clearly something that should be covered by the insurance we pay for. This is abuse and it is disgusting to have to go to such great lengths to simply be provided the coverage that we deserve and have paid for. Please call me directly at XXXX with any questions. I can also be reached at XXXX.
|
| 08/31/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
|
|
On XX/XX/XXXX I called USAA to get a payoff amount on my credit card. I was given a payoff amount of {$9300.00}. I needed to get all the payoff amounts for my cards in order to get the grand total to transfer from my savings account into my checking account and then pay off all the balances. Once I had the total, I transferred the amount into my checking account and started calling the credit card companies to pay off our balances. When I called USAA again I spoke with XXXX. He gave me a different amount as a payoff amount than the previous person. He said my payoff was {$9200.00}. I asked why I received a different amount previously. He seemed to indicate that the previous person had been wrong and that {$9200.00} was the payoff amount. I said I wanted to be sure to pay off the account. He assured me that if I paid XXXX my account would be paid off.
On XX/XX/XXXX I received a bill for {$130.00}. I called USAA again to ask why I received another bill when I had been assured that my bill was paid in full on the XXXX. I was eventually passed to a person named XXXX. He said there was nothing he could do but take {$25.00} off my bill. When I explained the situation he said he was going to have the phone call reviewed because he thought I had been given the incorrect information. On XX/XX/XXXX I received a call from USAA. They had reviewed the wrong phone call and had to call me back. I spoke with XXXX. She stated the phone call I had with XXXX was confusing and he may have not understood why there were different amounts showing up but I still owed the {$130.00}. She said they were going to talk with XXXX 's manager for learning purposes but I still owed the {$130.00} because it is a cash advance and the interest is compounded daily. I asked how could I owe interest if my account was paid off. I also asked XXXX if I was going to be charged interest on the interest. She said no I shouldn't be charged interest on the interest. At this point in time I was discussed. After I hung up I called USAA to pay off the balance. I spoke with XXXX. She said my balance was now {$130.00}. I asked if I paid that amount my account would be paid off and I wouldn't get another bill. She said yes. She attempted to process my payment of {$130.00}. The " system '' would not let her process the payment. It would only let her process the bill amount, even though we both knew that was not what I owed. What that tells me is that USAA has their system set up so they can pry every little amount of interest from people. I wouldn't have ever been able to pay off the full amount the first time I attempted to with XXXX. They were able to tell me what my balance was including interest but they had rigged their system so that the balance of a cash advance couldn't be paid off for months. This is not fair and should not be allowed. When I say I want to " payoff '' my bill, I should be able to payoff my balance and not receive multiple bills so they can squeeze every nickel and dime from people.
|
| 02/26/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
Three different times starting Sat. XX/XX/XXXX, I attempted to call USAA Federal Savings Bank based out of XXXX XXXX, TX to resolve a matter that they notified be about via the U.S. Postal Service. The letter that they sent is dated XX/XX/XXXX, yet I did not receive the letter in the mail until almost 3 weeks after this date. In the Reference line of the letter it reads " Notice of Unclaimed Property. '' In the body of the letter it reads that I have until XX/XX/XXXX to respond to the notice. It specifically states, " If you don't contact USAA by XX/XX/XXXX, your funds will be escheated to the state as unclaimed property. '' The unclaimed property to which they are referring is a monetary amount of {$25.00} that is sitting in a bank account that has not been active since XX/XX/XXXX. The other two times that I tried to reach both USAA Representatives and Supervisors via phone was on the morning of Monday, XX/XX/XXXX. The representatives that I spoke with barely knew what they were doing, when I finally was connected to a Supervisor per my request, the call got cut off after only about 25 seconds into the conversation. When I called back, I had to wait even longer than what I did the first time for the phone operator to try to connect me with a Supervisor yet again, and after they still were not able to reach a supervisor, I told them to forget about it because I'm just going to file a formal complaint against all of USAA with the Federal Government. USAA 's lack of experience and inadequate technological communications is rather troublesome. During that same time on XX/XX/XXXX, I was at XXXX XXXX # XXXX in XXXX XXXX, PA attempting to fax all of the required documentation to them via the only fax number that they provided me in their letter. When it failed to go through the first time, that's when I had to call them to try to find out what was going on. After spending exactly 19 minutes on the phone the first time and getting cut off, that's when I called again, and after spending another 24 minutes on the phone and still getting nowhere ( while still at this XXXX XXXX ), I decided that I was just going to file a formal complaint. However, before I left the XXXX XXXX, I decided to try to fax all the documents again ( which cost me another {$3.00} ) and finally, the fax went through. It is now Wednesday, XX/XX/XXXX and I have been checking my current bank account with XXXX XXXX XXXX XXXX literally every hour on the hour, and still USAA has not wire transferred the {$25.00} from my former Savings Account with them to my current Checking Account with XXXX XXXX XXXX XXXX even though I also included a voided check from my current checking account along with all other pertinent & detailed information. I find it very hard to believe that it takes ANY bank over 48 hours to conduct a simple wire transfer of funds that only total {$25.00}. They haven't even attempted to contact me via my cell phone # that I provided on the cover sheet of the fax that I sent them.
|
| 12/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
On Sunday XX/XX/XXXX I was notified by one of my credit card companies ( XXXX XXXX ) that they were severely reducing my available credit due to adverse activity on my XXXX credit report. I went on line and created an XXXX account and viewed my credit report. I discovered that there is a USAA credit card account opened on XX/XX/2020 in my name. The credit card has a credit limit of {$10000.00}. Per the XXXX report, there was purchases/activity of {$9600.00} in XX/XX/2020. No payments were made. This is the adverse activity that XXXX XXXX based its decision on.
On XX/XX/XXXX, I called USAA ( XXXX ) to ask about the account. I was transferred to their financial crimes unit and spoke with XXXX. I explained what was happening and informed him this was not my account. He explained that a USAA team would investigate.
On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. I explained that I have received the results of a XXXX dispute. The dispute determination was that the account was mine. I explained this is not true. XXXX asked me if I had ever been in the military. I responded no. She seemed concerned that there was military information on the account and told me should would escalate to the investigation team. She told me to call back after three business days. I asked her to send me a copy of the fraudulent application that was used to open the account so I could file a police report. She said should would.
On XX/XX/XXXX, I called USAA ( XXXX ) as a follow up to the XX/XX/XXXX call. I talked with XXXX. XXXX informed me that the investigation determined that the account was mine. I responded that this was not true. I again asked for the fraudulent application used to open the account so I could include it when I file a police report. He refused and stated that no one will do that. He refused to help me any further.
I have never received the fraudulent application used to open the USAA credit card account. After this discussion I filed a police report with my local police department ( XXXX, Ohio ), On XX/XX/XXXX I filed an identity theft report with the FTC. I sent a letter to USAA on XX/XX/XXXX via USPS overnight express concerning the fraudulent account. I included the identity theft report, proof of identity and Notice to Furnishers on Information. In the letter I requested USAA to close the unauthorized account, remove any charges on the unauthorized account and take steps to remove information about the unauthorized account from my credit files. The USPS tracking number is XXXX.
USAA has never responded to my letter sent on XX/XX/XXXX. The USAA credit card account is a fraudulent account. I am not a USAA member. I have never been a USAA member. I am not a US military member. I have never been a US military member. I have never contacted USAA concerning insurance, banking, credit cards or any other of their products or services with the exception as stated above concerning the fraudulent credit card account.
|
| 11/18/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American |
|
XX/XX/2018 : XXXX received a NSF Email Alert on his USAA Classic Checking account re {$1100.00} from his USAA VISA Credit Card has successfully been transferred into his USAA Checking account to cover XXXX XXXX Home Mortgage Ebill Payments or Debits on XX/XX/2018 in the amounts of {$5.00} and {$1200.00}.
XX/XX/2018 : XXXX calls XXXX XXXX at XXXX, after a about a 30 min conversation is told that it appears someone has accidentally paid their Ebill Mortgage by entering a wrong account number off by one digit from XXXX account.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank & is told to file an electronic dispute to correct the situation.
XX/XX/2018 : XXXX goes online & clicks on the XXXX XXXX " dispute '' button and clicks on " button '' to deny recurring debits.. signs using the eSigns button.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank and receives confirmation that are aware of the dispute.
XX/XX/2018 : XXXX downloads " USAA Written Statement of Unauthorized Debt '' PDF form.
XX/XX/2018 : XXXX completes. signs and mails the " USAA Written Statement of Unauthorized Debt '' back to the USAA Fed Saving Bank.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank and is told again that they are aware of the situation and that he will receive either a letter or email within 10 day discussing status with the final dispute settlement within 45 days.
XX/XX/2018 : XXXX calls USAA Fed Saving Bank to get an update... operator goes off line for about 30 mins, returns to say that my " dispute '' appears to be " fraud '' and my account is compromised, she forwards me to a fellow USAA associate who sets up my new USAA checking account... based on her 2nd recommendation, I immediately electronically transfer the approx {$2300.00} from the old to the new account.
XX/XX/2018 : XXXX receives a " No Fraudulent Activity Found After Review of Your Claim '', Claim Reference : XXXX, electronic text Notice from USAA Fed Saving Bank based on your XX/XX/2018 inquiry... Notice further indicates " Our decision is based on multiple USAA system security records, No further action will be taken.
XX/XX/2018 : Summary : I find this particularly unfair as someone has ripped me off for {$1200.00}... the denial of my claim also impunes my personal integrity suggesting I was in someway negligent or permitted this transaction to occur... respectfully request CFPBs assistance in tracking down all the details, electronic foot prints, etc to find the person/s ( who ) and method ( how ) this XX/XX/2018 unauthorized transaction occurred... this claim denial comes at a particularly stressful time in our life as on XX/XX/2018, our Main House, sons Gate House, and tenants Guest House were totally destroyed along with 3 detached garages and 1 workshop. We also lost our XXXX XXXX business to the fast moving West Fire that originated 800 feet from the east side of our ranch/estate, XXXX XXXX XXXX, XXXX, CA XXXX... Standing by to provide additional information, answer questions and documents
|
| 07/03/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I have XXXX complaints about USAA mortgage services. The first, I 'm concerned that I may have overpaid in interest. The second has to do with how USAA unilaterally applies additional mortgage payments to principal, interest and escrow, and the third has to do with their use of " mortgage servicers '' to manage their mortgages and their lack of accountability or responsibility to their members when using the " mortgage servicers. " For the first issue, I sent three additional mortgage payments that were to be applied to the principal only. In each instance USAA applied the additional payment to the principal, interest and escrow. I contacted USAA to correct the payments, with the exception of the last payment. I have n't yet been able to reach the " mortgage servicer. '' As interest is determined by the value of the loan, the interest rate and number of days, I 'm concerned that I 've overpaid in interest. I was assured by USAA that the payment corrections would be dated back to the date the money was received ; however, it does n't appear that the corrections were. The first payment was made XXXX/XXXX/15, but was not corrected until XXXX/XXXX/15. The second payment was made XXXX/XXXX/15, but the correction was not made until XXXX/XXXX/15. Unfortunately, because of my work schedule and USAA 's " mortgage servicer '' business hours, I 've not yet been able to reach them to correct the third payment.
Additionally, the second issue, on the third payment, I made it very clear that the payment was to be applied to the principal only. I wrote in all caps and highlighted " PRINCIPAL ONLY '' on the check and money orders. I selected " principal only '' on the payment coupon and included the value that was to be applied to the principal. Still, USAA applied the amount to the principal, interest and escrow despite my express written desire that the entire amount be applied to the principal only.
For the third issue. I contacted USAA about correcting the third payment and they directed me to their " mortgage servicer. '' The " mortgage servicer 's '' business hours differ from USAA 's business hours. So I called USAA back and explained the " mortgage servicer '' was closed for the day. USAA offered to give me the " mortgage servicer 's '' direct phone number so that I could call them directly when they were open for business. I explained to USAA its extremely difficult for me to contact the mortgage servicer because of my work hours and that my mortgage contract was directly with USAA, not the " mortgage servicer. '' I had no desire to work with their " mortgage servicer. '' The agreement with the " mortgage servicer '' was between USAA and the " mortgage servicer. '' My agreement was directly with USAA and I did n't want to contact a third party to correct a payment relative to the agreement between USAA and myself. USAA was unable to help and insisted I contact their " mortgage servicer. '' I sent an email complaint to USAA about it and received no resolution.
|
| 08/07/2022 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
|
|
Web |
Servicemember |
|
thread as all other messages from USAA, phone number " XXXX ''. These text messages notified me that two wire transfers were sent, in the amounts of {$9800.00} and {$7200.00}. The text message notified me to call " XXXX '' if unauthorized. I believe I called this number and spoke to an individual who I believe was from USAA. The individual informed me that I was being scammed and USAA would be stopping the wire transfers from going through. I was on the phone for over an hour with the individual. I did not give my password. This occurred shortly after I signed up for XXXX. I believe that the individual sent the wire transfers through the XXXX app, by accessing my acccount. I do not recall ever giving my password or pin number during this conversation.
USAA stopped the wire transfer for {$9800.00}, or the transfer was otherwise unsuccessful. The {$7200.00} wire transfer was successfully completed. I believed that USAA was aware of this. I called USAA ( the correct phone number ) several weeks later to check on the status of the investigation and USAA informed me that I was not on the phone with USAA on XX/XX/2022. I requested a reimbursement. USAA informed me that they would be investigating and it would take a very long time for me to reimbursed and further stated that I may never be reimbursed. The USAA representative reassured me that they would fully investigate the matter.
I called back periodically and there was no information regarding the investigation. I was passed to the office of the CEO at USAA. These individual were very polite but offered no explanation or update. These individuals informed me that someone would be in touch with me, however, weeks went by with no update. I was unable to speak to the same individual and was forced to repeat my request for reimbursement. I was never asked for supporting documentation even though I offered it to USAA. The fraud scheme spoofed USAAs phone number and I offered to provide these text messages to USAA but they were not interested in receiving this documentation.
USAAs strategy was to delay by stating that someone would be in touch without the intention of ever resolving this matter or investigating. I demanded to be given an answer regarding whether my claim for reimbursement was denied. USAA representatives refused to inform me that my claim for reimbursement would be denied, if it was still under investigation, and refused to respond in any substantive way.
After repeated phone calls to the Office of the CEO, I asked for the agent who is authorized to accept service of process on behalf of USAA for the purpose of commencing litigation. The representative refused to provide this information.
Prior to this fraud, I had only sent wire transfers on the most rare of occasions, including when I purchased homes. Since USAA 's refusal to address this issue, I am transferring my money and closing my accounts with USAA in preparation for litigation. I intend to commence litigation imminently.
|
| 03/22/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX XX/XX/XXXX I called USAA/XXXX to ask why there were so many " payment reversals '' on my account and why the XX/XX/XXXX payment posted, was reversed and re-posted for a different amount ( higher interest and lower principal ). Came back to the account on XXXX XX/XX/XXXX and USAAXXXX had moved a monthly payment ( amount $ XXXX principal XXXX interest XXXX escrow ) and moved an additional principal payment ( amount {$170.00} ) from the date XX/XX/XXXX into an escrow payment.
I have been trying since that date to get this reversed. I was told that this was done at my request. I do not think that I requested this. It does not make sense to me to move money from principal to escrow years later. The mortgage company will not allow me to hear a recording or see a transcript of the call without a subpoena ordering access to such. Further, I am told, if I present a subpoena for this, it is considered that I am being represented by a lawyer and the mortgage company will only speak to that lawyer about my mortgage and not to me directly. I am told that is not a written policy that I was presented before I entered in to my mortgage with them and it is not in any of the forms I signed at my closing, but it is " more of a policy '' of XXXX/Nationstar ''.
USAA does not claim any responsibility for XXXX 's actions, except they claim to have reviewed the phone call and verify that I asked for this money to be transferred. This person 's name is XXXX XXXX. He and I spoke on XXXX XX/XX/XXXX and he was going to reverse the {$1100.00}.
Other people that I spoke to at USAA or XXXX : XXXX : first person I had contact with moved the money initially and told me he would move it back. Never made contact with me again.
XXXX : spoke to her on XXXX XX/XX/XXXX XXXX : spoke to him on XX/XX/XXXX, told me he initiated the reversal and would take 3-5 business days. He set a call back for me, left me a voice mail. I called back because the transaction was not completed. He then told me it would be done in 24 hours. Was not completed.
XXXX : XXXX XX/XX/XXXX promised it would be fixed 2-3 business days. Called XXXX XX/XX/XXXX was promised 2-3 business days.
XXXX : XX/XX/XXXX was told " there is no law '' stipulating this has to be fixed in any time frame. His " manager '' XXXX XXXX told him it will be done " next week '' guaranteed.
This still isn't fixed.
I did not know that payments from 2 calendar years ago could be moved into the escrow account. I do not know how much clearer I can make it that I do not want payments from XXXX moved into the XXXX escrow account. I do not know how much longer I should be expected to wait for this to be corrected. I do not know how much longer is considered reasonable. I do not know if USAA/Nationstar is being truthful. I have recorded most of our conversations after learning of their " subpoena '' deal.
I have attached the 2 statements, as the account was on XX/XX/XXXX and on 5 XX/XX/XXXX ( after they moved 2 payments into escrow ).
|
| 07/03/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American, Servicemember |
|
USAA has been discriminating against me and my personal checking account/insurance policies for almost one year. Denied full access to my account.
I have been with USAA for about 32 years. It's disappointing to experience the treatment that I have been receiving from USAA for the past 3 years For the past 3 years USAA has restricted access to my checking account.
The first couple times that my account was restricted according to USAA Bank, The IRS was in need of information regarding me and my checking account. I refused for a long time to fill the information requested as I have always filed my taxes and if there was any additional information that the IRS needed from me they knew where to contact me.
Last year during the month of XXXX or XXXX I started having issues again with USAA regarding restrictions to my checking account. Last time was the IRS, this time the questions are related to FINCEN.
FinCEN. As you mostly like know FinCEN is the agency that investigates money laundering.
I have not gone thru all the questions but here are some of them.
Q. What is your annual income?
Q. Are you a current or former high level elected or appointed FOREIGN government official?
Q. what is your net worth?
Q. will more than {$5000.00} in cash will be withdrawn monthly?
Q. Will international transfers be sent from this account?
Q. Will cash equivalent will be deposited in this account?
Q. Will cash will be deposited in this account?
Q. How are you going to use the checking account?
As I mentioned before there are other questions but due to the fact that I have yet to complete the requested form provided by USAA, I do not have access to the all the questions.
As of today, I have no access to my account with the exception to view the balance. I called USAA to resolve the problem and there is no help what so ever.
I have never since XXXX when I first arrived to this country - legally - I have felt discrimination until USAA started discriminating against me and my account. WHY is USAA restricting my account there is no reason. Is it because I am a XXXX woman? Once again there is no reason for USAA to barred me from my account. I have never made cash deposits - any check that is has been deposited is accountable for it and can be traced to the issuing source without a problem. I have never worked for a foreign country. I do not have contact with high level official from a foreign country. I am just a woman trying to work hard, legally, ethically, pay my taxes and survive XXXX XXXX.
USAA should be ashamed for heir business practice and should be penalized financially. Furthermore, I do feel that USAA should compensate me financially for a whole year of headache dealing with them. Are there other in the same boat that I find myself with USAA, most likely?
I know in the past USAA was the most amazing bank, customer service was great! In the past few years USAA has been going down the drain in my humble opinion.
Thank you for your time,
|
| 09/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American, Servicemember |
|
Someone got into my account... they did NOT take anything, they just " snooped around '' and left - bank calls THIS incident " fraud. '' Either in XXXX XXXX XXXX XXXX XXXX XXXX XXXX, a " friend '' sent me a check for {$40000.00}. I assumed that the check was legitiment - as a CITIZEN and NOT a MERCHANT, there was NO WAY that I could check the issuing bank to see if there was funds behind the check. I deposited and the bank " fronted me '' approximately {$800.00} until the check officially cleared. Unfortunately, the check was NOT viable, and it bounced, it was RETURNED. I paid back EVERY DIME of the money that was fronted, INCLUDING any and all bank fees. The bank called THIS incident " fraud. '' Because of these two incidents, the bank closed BOTH my savings ( balance less than XXXX dollars, AND my checking account. balance {$1300.00} PLUS. The bank USAA, then declared that they will HOLD and REFUSE any and ALL access to MY money - INCLUDING any SUBSEQUENT DEPOSITS for 60 ( SIXTY ) DAYS!!! In the meantime, I have bills that MUST be paid, including but not limited to - RENT, UTILITES, CREDIT CARDS, CAR PAYMENT, GROCERIES, and GAS!!!
They " claim '' that they can LEGALLY hold MY money for 60 days - that it's written to their bylaws... but in the meantime, I NOW face a potential 3 day EVICTION NOTICE because I will NOT be able to pay MY RENT, I also face the potential of my CAR being REPOSSESSED because I can not make my CAR PAYMENT. I also face the very REAL POSSIBILITY of ALL UTILITIES being SHUT OFF because I will have absolutely NO INCOME - ( direct deposits of both my Social Security XXXX check as well as my Postal Pension for the month of XXXX ). They gleefully told me that " we welcome ALL deposits, but YOU can't have a SINGLE XXXX for 60 days, after which we'll send you a check. '' When I've asked to speak to someone about this travisty, I'm told " oh I understand '' or " I'm sorry '' - in other words, I'm being placated - and mocked! Yet they have REFUSED to honor any and all bill pay obligations, resulting me now MISSING a CAR PAYMENT and any other payments that I had scheduled!
XXXX, I am XXXX XXXX XXXX!!! I believe that I am being UNJUSTLY PUNISHED for the actions of others of whch I was not responsible for! I can understand a bank holding my money for TEN BUSINESS DAYS - but SIXTY DAYS is HUGELY excessive and creates a HARDSHIP THAT I MAY NEVER RECOVER FROM!!! I worked HARD to get my credit rating up from a " low '' of XXXX to where it DID stand at XXXX prior to the bank STEALING MY MONEY!!!
What I want is for this bank to RELEASE MY MONEY, and to REMOVE ME for their MAILING LIST SOLITATIONS - that under THIS SITUATION is nothing more than CORPORATE BEGGING for MORE of my MONEY!!!
At one time, I had trusted USAA to have MY INTERESTS at HEART ... Now, the ONLY THING that they have at heart are THEIR OWN INTERESTS! They tell me that they are PROTECTING my money .... XXXX.. the ONLY THING that they are protecting is the BANK!!!
|
| 02/01/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
|
|
On or about XXXX XXXX, 2014, my primary checking account with another banking institution was compromised. My checking account with XXXX XXXX XXXX XXXX was the primary linked account used to submit payments to USAA Credit Card services. I was then issued a new checking account number for security reasons. On or about XXXX XXXX, 2014, I updated USAA.com with the new checking account number while paying my current USAA credit card bill. At that time I was unaware that USAA.com failed to update my linked checking account number to the newly issued account number. The following month I attempted to make a payment in the amount of {$1000.00}. I was under the impression that this payment, like the last, was without issue. Each time that I had submitted the payment via XXXX, it was my understanding that the payment had processed. I was unaware of the error until logging onto USAA.com on third month to pay my USAA credit card bill and seeing a balance that did not match my personal recordkeeping. It was at that point that I realized that USAA.com failed to save my new checking account number issued to me by XXXX XXXX XXXX XXXX, and as a result, failed to process the previous XXXX payment attempts.
I contacted USAA to discuss this issue and I had made my way to a senior account manager. This individual and I reviewed all of the relevant facts, including the associated credit card statements, which clearly showed the payment attempts that I had made during each month in question. This USAA representative was more than helpful at the time and I was told that this error would be " quite easy '' to have resolved. I followed the instructions given to me by that account representative exactly. I mailed in the " USAA Credit Dispute Form '' along with all of the documentation the USAA representative had identified was required.
To my surprise, the response to my dispute was not the expected details of dispute resolution, but rather, I received a general letter stating that USAA had done an investigation and found that it is reporting events accurately. I take issue with USAA responding to the formal dispute with a general letter that failed to provide any reference to my particular issue, and furthermore, I find it appalling that my conversation with a senior account representative would be in direct contradiction to the final determination.
I challenge USAA to conduct a proper review of my dispute. I am positive that if a proper review is conducted, and all relevant information is taken into account, USAA will recognize my dispute as valid and move quickly to clear it 's adverse credit reporting. I would like to remind USAA personnel addressing this complaint that all relevant information was previously submitted with the original dispute, and can also be found in the Online Banking records. I am hopeful that this complaint will convince USAA to do the right thing and conduct a proper review of my dispute, thereby avoiding the need for further escalation.
|
| 04/04/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
Yes, I have noticed several issues with my Credit report and score with USAA Federal Savings Bank. I have had to file too many complaints against USAA with you the CFPB, and nothing changes, issues only seems to get worse! I just called USAA about hard Credit Reports run in XX/XX/XXXX- apparently 4, for auto loan, due to being sold a lemon XXXX by XXXX XXXX XXXX XXXX XXXX AL . ( Now have third lemon car sold XXXX XXXX XXXX of XXXX AL as well ... utilized same techniques as XXXX XXXX and XXXX XXXX odd! ) I talked with a XXXX at USAA Debit Card Services, ( at XX/XX/XXXX appx XXXX CST ) and she was of no help, and did not know if USAA was in fact investigating me, when told her have seen two USAA vehicles in local area among other things we discussed such as USAA not being open as used to be 24/7- to accommodate service members abroad! Also asked speak USAA Executive Resolution and XXXX told me not available. Odd, considering have spoken with them in past this early in morning! I then called and spoke with a XXXX ( (XX/XX/XXXX appx XXXX XXXX CST ) and asked XXXX about my Credit Score, if could increase Credit Limit as USAA has offered several times recent past, and if USAA Investigating me- as mortgage folks USAA always ask if I am residing at residence I have mortgage USAA with, but loan be serviced one worst companies XXXX ( filed numerous complaint 's with CFPB aboutl XXXX XXXX- furthermore told XXXX could go on " vacation '' as long as wanted, last I looked! )! XXXX was of no help as well, stated had run Credit Check to increase my Credit Card limit, because did not take when offered. Asked XXXX to simply offer me again to increase limit- to avoid Credit Check- XXXX said could not ( never been told USAA Federal Savings had run hard credit check to increase my Credir Card limit eber before speaking with XXXX- odd ? )! Also, XXXX stated not aware I was under Investigation USAA. ( Was trying increase limit Credit Card per factors " hurting '' my Credit Score! ) All of this is very odd, as per USAA Credit/Theft Protection home, loans, car loans etc ... are supposed be lumped together as one hard credit check- and I only supposedly have 6- hard Credit Checks last year to 2-years! Furthermore, I have only utilized 1 % of my Credit, and my Credit Card only recently went a few hundred dollars over the 30 % limit of XXXX-dollars! So why is my Credit Score dropping at such a rate and am I in fact the Target of some USAA Federal Savings Bank Investigation? If so why and is any potential investigation into/ against me by USAA in conjunction with local, State and Federal Law Enforcement Agencies , signed off by proper authorities i.e. Judges? Finally, for some odd reason USAA Home Monitoring Services increased value my Home to $ XXXX-dollars ( highest ever valued by USAA ) since my last CFPB Complaint against USAA and " XXXX XXXX '' Case and recommended by 4-local attorney 's force into foreclosure with USAA!
Thank you any response in advance ... ...
|
| 11/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2018 an individual contacted USAA by phone to request an expedited debit card be mailed to them because they were out of town. USAA Sent a new card and pin number!!!!!! to an address in another STATE!! that is not listed on my banking profile but states that the request was valid because it was made from a phone number on my profile. On Friday XX/XX/2018 the individual was in possession of the card and new pin and deposited/wire transferred ( not sure which ) into my account XXXX This is when I was first made aware of the situation because I was emailed a notification about the deposit. I didnt know if it was a mistake or if I had just won a prize or XXXX knows so I immediately contacted USAA the same day. I informed the representative that I wasnt expecting any large deposits, so he placed a freeze on my account for 5 business days until they could investigate. I contacted them in 5 days to figure out what was going on only to find out that the same individual called back on or about XX/XX/XXXX to increase the ATM limit from {$600.00} to {$4500.00} ( after the account was placed in a freeze status ). The individual withdrew all of the money in another state leaving me now with a negative balance of XXXX that USAA is claiming I am now responsible for. I am beyond XXXX!!!!! I have been with this company for over 10 years and always spoke so highly of them. This company thrives on doing business for the ARMED FORCES!!!! I AM FLOORED ON HOW THEY COULD BE SO NEGLIGENT TO SEND A CARD WITHOUT ADDITONAL SECURITY PRECAUTIONS!!! I have been XXXX to XXXX and XXXX and was mobilized at XXXX XXXX during the XXXX and I was honored to serve every time. Facing enemies foreign and domestic, but this is a different kind of enemy one who sits behind a desk or computer who refuses to do their due diligence in rectifying the situation. The individual who withdrew all the money was identified by ATM video surveillance from the sheriff department in county after I provided them with the information. Information that USAA also had in their possession. However, with the suspect identified, police reports, phone records ( that show I didnt make a call to USAA on XX/XX/XXXX ), and any other supporting documentation that USAA has requested they are still holding me accountable. The reasoning is that I didnt safeguard my information!!!!!!!!! ... My thing is 1. you were notified in a timely manner ( less than two days ) which is part of the depository agreement. You were negligent in providing someone with a new card and pin # by mailing it to an address nowhere listed on my profile. And 3 ) whatever wire transfer/deposit that took place on Friday should take at least 1 business day to clear before someone is allowed to just withdraw that amount of money!!!. I have escalated this situation to the CEO of the company with no avail and I dont know what else to do except arbitration, small claims, or just find away to pay the money so I dont mess up my credit!
|
| 06/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
My husband and I had a Checking account with USAA Federal Savings Bank for 20+ years. I got a text notification on XX/XX/2023 ( Saturday ) at XXXX from USAA stating that access to our account was restricted due to suspicious activity. We had been having problems for about 6 months with someone trying to get into our account, opening up a 2nd checking account, and we'd done everything they advised us to do with changing user names, passwords, and I had to get a new debit card. When I called them back on XX/XX/2023 to find out what was going on, they advised that USAA would be closing our account because the fraud attempts on our account. I told them I had just over {$900.00} in that account and I wanted to pull it out before they closed it and they would not all us to do that. The customer service rep at that time would not allow me to talk with someone in the Fraud department or a supervisor. He just continued to say they would be closing the account in 60 days and the reason they had to keep it open that long was in case any deposits came through, but nothing could be taken out.
Our account should have been closed on XX/XX/2023, but to date it has not been closed and I still have not received the money from that account. I called them on XX/XX/2023 ( Friday ) and was informed the account was still open. After a LONG time with the customer service rep going back and forth with another department ( assuming the Fraud department ) I was told by the person I was speaking with that he didn't quite understand the technical problem, but he said my account would be closed in 1-2 business days and my money would be in the mail at that time. 2 business days was XX/XX/2023. I called them again today, XX/XX/2023, and was told my account was still not closed. The information just continues to be relayed through a regular customer service agent so I am still unclear what the issue is and have to sit on hold for extended periods. Today I spent well over an hour on the phone, again, with several individuals and was finally allowed to speak with someone in the Fraud department directly. I was told the same thing I was told on XX/XX/2023, which was that they would do what was needed so the account would be closed. This time, the person said they would not give me any specific number of days before it was resolved, but that she was the right person for this to be elevated to and she was working with senior staff to resolve it. If the purpose of leaving it open for 60 days is solely to allow for " deposits '' to be accepted, it make no sense to me why they could not have allowed us to take out our funds the day they contacted us, or send us our funds at some point sooner than 60 days. My husband has a lot of medical issues going on and our budget is tight, so even though it is only {$920.00}, not having those funds for medications, copays, etc., has created some financial hardships for us and we just want this resolved and want our money sent to us.
|
| 01/29/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
On XX/XX/XXXX, I got an auto loan from USAA Federal Savings Bank ( " USAA '' for the rest of the complaint ).
In XX/XX/XXXX, I paid this loan off IN FULL. I have a confirmation letter from USAA dated XX/XX/XXXX, and a " Lien Satisfied '' letter from USAA dated XX/XX/XXXX.
In XX/XX/XXXX, I noticed a " charge off '' in the amount of {$180.00} dated XX/XX/XXXX from USAA Federal Savings Bank on my credit report.
On XX/XX/XXXX, I called USAA. After 1 hour and 16 min, I was eventually routed to the correct Department : " Charge Off Recovery Dept '' XXXX XXXX ext XXXX. The representative XXXX was as helpful as she could be. She confirmed that my loan was indeed paid in full and she could not figure out why there was a charge off. She informed me that the USAA credit reporting dept could not be reached by phone, either by consumers or by herself. She stated she was going to initiate an investigation and she advised me to file a " Credit Report Dispute '' via the USAA website, which I did immediately. She also advised me that it would take approximately 30 days before any information was updated on my credit report and that I should check at that time.
On XX/XX/XXXX, I called USAA Charge off Recovery Dept and talked to XXXX again. She informed me that on XX/XX/XXXX, the charge off amount of {$180.00} was " washed out and cleaned. '' She again advised me that it could take up to 30 days before this information was reflected on my credit report.
On XX/XX/XXXX, I checked my credit report. The charge off by USAA was NOT corrected. I again called USAA Charge off Recovery Dept. This time, I talked to XXXX. XXXX confirmed that my account was " still in charge off status, '' but he could not provide me with any further explanation. I asked if I needed to make a payment to remove this charge off, but he informed me that I couldn't make a payment " because there is nothing to pay ''. He stated he was going to initiate another investigation and that if I would like to, I could file another " Credit Report Dispute '' on the USAA website. I told him what I would like is a resolution to this issue, and that I wanted to speak to someone in the credit reporting office who would actually be able to answer my question as to " Why was there a charge off when the account was paid off in full and the lien is satisfied ''? Most importantly, I told him that I wanted to talk to someone who could actually tell me what needed to be done to resolve this issue, AND actually resolve the issue, ie remove the charge off from my credit report. He informed me that " the back office can not be contacted by phone '' and that my only recourse was for him to initiate another investigation. I asked him to initiate the investigation.
Why there was a " charge off '' when USAA sent me a letter stating " Your Loan Has Been Paid in Full '' on XX/XX/XXXX and another letter stating " LIEN SATISFIED '' on XX/XX/XXXX. How could I possibly have owed them any money?
|
| 01/16/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Money order
|
- Problem with customer service
|
|
Web |
Servicemember |
|
2021 we lost my husband to XXXX he was a main financial provider I was there for XXXX little ones I have been struggling to keep everything going I was a stay at home mom I have transition to a full-time even XXXX jobs XXXX kids been having some issues with my account I always make right on my account my accounts are both now in good standing I called in to ask how I was able to put in cash into my account and to assure that all funds will be available because that amount was going to my landlord who also has been helping and understanding but made it very clear that if I did not get in this last payment that he was going to go ahead and process the 48 hours for us to get out I dont have any family here I called in I asked I explained the importance of these funds and I was instructed step-by-step to obtain a money order that is a shared funds and that if it was under {$500.00} there would be no hold because it was a money order and then I would be good to go I again reminded him of the importance of this money being available immediately I went over step-by-step with him to make sure I had the complete understanding he reassured me that yes a {$350.00} money order deposited into the account would be immediately available and there would be no reason to be put on hold a hint he reassured me several times I did use that and the amount was put on hold now I can not pay my payment arrangement when I talked to the resolution specialist she flat out told me she was declining lifting the hold because I had a charge off account which in fact I called and took care of a balance because they wouldnt let me open and account a new one without paying all the other account off so I made a payment I paid it off and got a new checking account now theyre telling me that I owe them more money Id never received anything that couldve been meals fault which ever but when I ask why did you let me open an account she said well sometimes the online doesnt tell you Ive been assured her again I talk to somebody and made the payment no answer is no explanations on how I got a new account with owing them money and it because they were been some insufficient funds in my account in the last 90 days thats why shes not releasing the hold I then proceeded to tell her it is very obvious and evident that I am having financial issues so there again I am penalized because I am having financial issues but yeah both of my accounts are in good standing so therefore I make right and I was told by a representative exactly what to do and it was wrong so Im penalized for that and refused to fix. Every person I spoke to and told the story to proceeded to try to tell me how to budget which I worked at a bank before youre specifically not supposed to give financial advice however they dont have all the facts of how and why Im in the situation that I made it has nothing to do with budgeting the information was given to me was incorrect and they refused to fix it.
|
| 07/07/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
Previously I have filed complaints against USAA with the CFPB, however I have tried to include multiple violations of consumer laws per complaint. In reply USAA has failed to fully discuss each complaint and glossed over others. So I find it necessary to open a complaint for each individual violation. In XXXX 2016 I was the victim of identity theft and credit card fraud. The fraudulent charges and billing errors were immediately reported to USAA. According to eRegulations 12 CFR Part 1026 ( Regulation Z ) Paragraph 13 ( c ) ( 2 ) The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice. FINALITY OF ERROR RESOLUTION PROCEDURE. A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). Thus, for example, 1026.13 ( c ) ( 2 ) prohibits a creditor from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. Similarly, if a creditor fails to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted, or otherwise fails to comply with the error resolution procedures set forth in 1026.13 ( f ), the creditor generally must credit the disputed amount and related finance or other charges, as applicable, to the consumer 's account. USAA repeatedly has refused to answer for the violation of this time frame as they decided to randomly reverse the billing error a year after correcting the error. As they are way outside the allowed time frame this should be illegal. Furthermore, USAA failed to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted. I have made multiple requests for all documentation, a detailed written explanation and filed a complaint with the CFPB regarding this refusal to provide documentation. I have not even received a statement displaying, outlining or explaining the charge backs. The sum of charge backs is also MUCH higher than reported by USAA in response to CFPB complaints. this they have failed to comply with the error resolution procedures set forth in 1026.13 ( f ) USAA has refused to answer for this violation, repeatedly glossing over the timeline allowed by law, stating falsely that I reported multiple fraud claims, which were actually all re-entered by USAA agents in attempts to fix the previous agents errors. Additionally, USAA states their investigation results a year later. None of this actually has any bearing on the procedures, timelines and resulting violation of the laws listed above.
|
| 08/25/2016 |
Yes |
- Debt collection
- Credit card
|
- Cont'd attempts collect debt not owed
- Debt is not mine
|
|
Web |
|
|
This goes to XXXX and XXXX, my credit was ruined by several illegal companies, I have told you both for years to send me proof you have not. I have sent you both and ATTORNEY GENERAL office a letter saying inparticular USAA BANK CREDIT CARD was owned and started by XXXX XXXX in XXXX, I was an authorized user only in XXXX. I have provided you with a letter from XXXX XXXX who states this, also you also DID NOT mention fact the card was also identity theft and i sent paperwork to you both, you have not complied with sending me any FORMAL signed paperwork to me from USAA in four years or recently from consumerfinance.gov filings, # XXXX, XXXX. I however have. Federal Trade Commission and other government agencies and consumerfinance.gov not only do not look kindly on USAA BANK not providing proof I Was a co-owner of card or authorized user only, but not shown you second reason card does not belong on account which is fact It was identity theft. Both XXXX and XXXX are in direct violation of conspiring to embezzlement with USAA BANK by not removing me from my credit for four years. I also sent a letter over a month ago FEDERAL TRADE COMMISSION approved telling XXXX and XXXX it has not complied with these laws for year ruining my health, credit score and job score and then some. And when USAA BANK was removed you allowed them to go bank on costing me over XXXX points in one week combined with both crediting companies. I Am building a huge case against USAA BANK for several other issues, if XXXX wants to continue or its employees breaking the law, now that I will have all crediting companies employees involved with not handling these issues last years properly investigated, fined and more in my case I have against USAA in over XXXX bank, credit card and bad faith insurance issues. I am sending this to ATTORNEY GENERAL OFFICE in which they were sent the 30 day compliance letter over 50 days ago. I suggest XXXX and XXXX call me asap at XXXX with a correct number and be ready to settle this or you will be put into the case I have against, USAA BANK, USAA BANK only sent you a letter they did not send any proof, anyone can write a letter from an establishment but if I was a co-owner where is my signed USAA BANK CREDIT CARD co owner paperwork, plus the card was identity theft, KNOW THE LAW. You are breaking it, I de nounce your other consumerfinance.gov responses is treason, conspiring to commit fraud, embezzlement, possible taking of bribes, breaking federal trade and other regulation laws. And at this time, 4 years of bad credit scoring could cost XXXX and XXXX XXXX dollars and fines and employment loss and bad media coverage if not handled immediatley. I spent hours and hours trying to handle this you need call me and do the right thing, USAA BANK is being sued for over {>= $1,000,000}, if you want to join this issue then do n't comply, it only proves my case more and hurts your credit companies that much more. XXXX XXXX XXXX
|
| 07/19/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
I have banked with USAA for 37 years, as spouse of XXXX veterans and divorced spouse of XXXX veterans. I have had a checking account, credit card, property insurance, car insurance in my name only for over 20 years. USAA has always been informed of, and known of my marital status changes, and I've never had health or life insurance through USAA.
I opened a car loan in XXXX. I signed up for automatic payments to be made on the XXXX of each month.
I am social security XXXX and needed a car to work part time and go to doctor appointments, work, shopping, etc.
I have been paying principal only payments in addition to my auto payment with the hopes of paying the car off in 2.5 years. There was no charge for early pay-off.
So, it was strange that when I hit {$1600.00} range, the amount of principal I owed stopped going down. I pulled up the payment records, and it appears that USAA turned off my auto payments without notifying me or asking permission and was just charging me interest and my loan protection fee.
I called the evening of XX/XX/XXXX to ask them to take the auto payments out and back date the payments and adjust the interest. I was told they could not do that. So, I asked them that if I was in a financial crisis, could I call them and ask to just make interest only payments for a couple of months. I was told it didn't work like that.
When I asked why they stopped taking the auto payments and just charged me interest, I was told it was because " I was so far ahead in paying. '' Three times the young woman told me this. I told her that I was obligated to make those auto payments and i did not give them permission to stop those payments. In effect, they were stealing interest from me and I wanted it back.
The woman at USAA Auto Loans said she could not do that.
I expressed disappointment to her and asked her to pass that on. I expressed I had lost trust in USAA and was considerig paying of the loan so they would get no more interest. I told her I was not angry at her, but at USAA.
I payed off all but about {$50.00}. When I went in to cancel auto pay, it said my next auto payment was due on XX/XX/XXXX. When I told them to turn it off, it said it was already turned off ... .. not my me.
I have screen shots of all this. The call took place the evening of XX/XX/XXXX Eastern Daylight Time. I will attached screen shots showing I make principal payments, but they did not take the XX/XX/XXXX payment, at all, and only took the XXXX interest and loan protection fee. I also have screen shots of me paying a {$1400.00} payment and how they tell me that I am still responsible for the XX/XX/XXXX auto payment ; a screenshot showing that I am on autopay ; one of me telling them to cancel ; and one showing that auto pay was already turned off ( not by me ), though it was hidden from me in the previous screenshots.
USAA taped the phone conversation, or so they said.
To say I am angry is an understatement.
|
| 06/11/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
In early XXXX, I got on the phone with USAA and someone helped me walk through opening a " High Performance '' Savings as well as Checking account as I had planned to move banks. I was unable to login due to an " identification '' issue.
The next couple of days I tried ( with help of USAA support ) to scan my Drivers License with their identity tools, using their guidance. All failed from XXXX, in many different lighting and environment scenarios. So I sent them a scanned physical copy of my ID ( using their guidelines ). It was received on the XXXX. I called in every other day to check on the process, because I couldn't interact with the XXXX accounts until I was verfied who I am. On or around XX/XX/XXXX, XXXX weeks after this all started, I finally was identified.
During the end of this ID process, I initiated a complaint because of how difficult the technology and process was to prove who I am- it shouldn't take 2 weeks. Someone from the feedback team called me on XX/XX/XXXX, and I gave them feedback on their identity process. I XXXX have been critical towards the technology and process, but I was not demeaning towards the actual person ( " XXXX '' ). I didn't yell or anything, I do recall criticizing how it was 2023 and I'm sending in physical scans of my drivers license through FedEx to prove who I am.
Last week, XX/XX/XXXX I completed transfer of {$10000.00} into the XXXX XXXX savings account. As well as {$5000.00} into the Checking. Both from the source bank I was moving from. I also transferred {$1300.00} from my XXXX account into the Checking.
On the morning of XX/XX/XXXX, I was locked out of the mobile app and I called in and the support team stated a note in the system " USAA is exercising their right to terminate banking with you. '' Or close to that statement.
I was able to get transferred twice through the system, and into the Office of the CEO, where that note came from and the person on the phone told me that " XXXX '', the person who took my feedback call on the ID process, was the one who entered the note. I can't assume anything, but it appears " XXXX '' did not appreciate my feedback on the process and technology and initiated the closing of the accounts, in a form of social XXXX XXXX?
I begged and cried to get access to my money as I am in the middle of moving states, I was laid off in XXXX and my next direct deposit of Severance was already locked in to USAA Checking for XX/XX/XXXX - I didn't have a chance to update my new address and it will take 60 days for the {$16000.00} check to " bounce around '' XXXX to get to me. I just deposited HALF my rainy day fund into USAA, and now its locked from me for 60 days.
I apologized PROFUSELY to the person on the call ( I never spoke with " XXXX '' directly ) and to both the XXXX XXXX XXXX separate email to them. I was told I would received a call back on Friday and did not hear from them. I did not get a response to the email either.
|
| 10/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Fees charged for closing account
|
|
Web |
Servicemember |
|
XXXX XXXX I began the process of trying to remove myself from a joint savings and checking account with my XXXX whom I have a XXXX XXXX against I was removed from the savings account, but the checking account took 3 months for them to finally close the account after the account kept dipping into the negative balance due various circumstances. ect.
I brought the account to a positive standing out of my own pocket and was promised by one of the representatives that this would remove me from the account in 7-10 business days. I asked are you certain that this will remove me? What if the account holder makes a payment before the 10 day mark and puts the account into a negative balance again he reassured me that it would remove me after I had completed the voluntarily removal form online. Which I did.
The following day the account dropped into the negatives which was my exact concern. I called back and asked if I was still being removed from the account and they said I was.
After 10 days I was still not removed so I called back and was told that the request to be removed could not be processed due to the account going into the negatives. Even though I had been told that this would not be an issue.
I explained the information I had been provided previously, and then was told well you were given misinformation More Misinformation was given to me through the course of 3 months of phone calls.
I spent several hours on each phone call and was given a very obnoxious run around by very Ill-trained employees and even by supervisors who seemed to all say different things and act completely confused by their own policies.
I also asked that I be provided with all of the recorded phone calls and notes that were taken throughout the time I spent speaking with people and no records were provided to me.
I filed a complaint with CFPB and shortly afterwards, the joint account with the account holder was magically closed. I was confused by this because I was told that I would need to be the one to call back to finally close the account once the account had been in a positive standing for 24hours. The account finally had been in a pod Ive standing for 24 hours, so I planned to call USAA to initiate the process to close the account, however the account was somehow already closed without my authorization.
Although this was something I wanted done, This was still extremely confusing to me.
Someone from usaa tried to call me after I filed my last complaint, however I was wondering at that point. I tried to call back at the number and extension that was provided, but no one responded.
I requested to be compensated for the full amount of funds that I paid out of my own pocket to bring the account to a positive standing. And compensation for the multiple hours that I spent on hold or on the phone with representatives that were oblivious to knowing how to do their jobs.
I was told this was not something that could be done.
|
| 08/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
XXXX I noticed there were three deposits made to my account by someone I didn't know in the amounts of {$200.00}, {$200.00}, and {$300.00}. I contacted USAA and asked to have the funds returned to the sender. I have the original chat transcript to prove what was said.
XXXX I received three letters confirming that the amounts of {$200.00}, {$200.00}, and {$300.00} were returned to the sender.
XXXX USAA debited {$850.00} from my account and sent it back to the original sender without my authorization. I was told that the representative made a mistake when he disputed the other three transactions on XX/XX/XXXX and added this one as well. I immediately contacted USAA and told them that the {$850.00} was an authorized transaction and should not have been returned. I was told that a dispute was opened and should be settled within 10 business days.
XXXX I contacted USAA again to let them know I hadn't gotten my {$850.00} back yet, and they said it was all settled, and I had been contacted, which was not true at all. No one had attempted to call or email, and there were no letters in the document inbox on USAA.com. I was told another note was made and to call back on Tuesday if the money wasn't back in my account.
XXXX I called USAA back, and after explaining what had happened, I was told that more research needed to be done, and another dispute was filed to get this {$850.00} back. I was also told that because the transaction was via XXXX, I had to contact the original sender to have her resend the money to me. She and I are no longer in contact so this is not possible. I explained again that USAA made the mistake of debiting {$850.00} from my account and needed to return it. I was told it would take 1-5 business days.
XXXX I called USAA yet again to check on the status of the dispute and was told that the dispute had been canceled and that my XXXX XXXX were limited. I understood this, but this wasn't a dispute with XXXX. USAA, of their own free will, debited the {$850.00} from my account, and even though they couldn't recover it from the sender, USAA needed to return that {$850.00} to me. It was USAA 's mistake, not mine.
Another case was opened, and I was told it should be settled within 1-5 business days.
XXXX I called USAA yet again to check on the status of the dispute and was told that a decision had been reached, and I was contacted about the final decision. Again, I was never contacted by USAA. As I once again tried to explain what had happened, the representative told me that nothing wrong had been done and tried to rush me off the phone. I asked to speak to a supervisor and once again had to explain the whole thing.I was again told that because it was a XXXX transaction, I couldn't get my money back and I again explained that USAA had made the debit, not me. I was not going to pay for a mistake made by USAA. Another case was opened.
XXXX I received a letter saying that claim had been denied again.
|
| 09/21/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
I have been a USAA member for 26 years ( my family, much longer ). I do a significant amount of business with USAA including checking, savings, home mortgage, home owner 's insurance, and 2 automobile policies.
My wife and I live in XXXX. Back in XX/XX/XXXX-XX/XX/XXXX, we traveled to XXXX for a fun, short getaway. While staying at our hotel, my wife got a fraud alert from USAA about a sudden string of suspicious transactions from a merchant called XXXX. The transactions appeared to be for prepaid calling cards or something like that. Nobody in our household speaks Spanish and we have absolutely zero contacts in XXXX. Obviously not our charges. As we would expect of any bank, USAA was able to stop the pending charges and reverse the ones that had gone through.
THEN, XXXX, we got a letter from USAA that although their " fraud analyst '' had concluded the other charges were indeed fraudulent, they somehow determined that ONE of the charges for {$20.00} was valid, and they were now deducting that from our checking account. This made NO sense to us -- why would they reverse all the other charges and not this one?
Within a few days we got paper mail purporting to provide " matching information '' provided by the merchant that was purportedly provided as part of the transaction. However, the only " matching '' information I could find in the documents they sent us were things like name, address, and CVV number on the front of the card -- all the types of info that anyone with access to our personal belongings could have gotten.
I spent another 2 hours after work today talking to various members of the USAA " executive resolution '' team. The executive resolution member I spoke with today was talking to the fraud department on the other line, and relayed info back to me that an additional piece of matching info on this ONE charge was some sort of " IP number. '' They could not explain what the " IP number '' meant and said it might be a smartphone or our personal computer. When I asked the phone rep to point me to that piece of info, she could not locate it. There is one page in the info they sent me with a very, very tiny blob of illegible text, that is so blurry I could not read it even with a magnifying glass.
She transferred me back to the fraud department, who could not provide ANY info except for the merchant phone number. I tried calling the merchant and it was entirely in Spanish. We do not speak Spanish in our household and I refuse to try and it should be USAA covering me and let them contact the merchant if they want to.
Although this was just a XXXX dollar charge, as my wife pointed out, what happens if next time it 's THOUSANDS of dollars?
This has been so incredibly frustrating I can barely stand it. I hate to give up my membership and move my accounts to another bank, but I am prepared to do just that. I am now invested emotionally in this and I will not give up until I have resolution.
|
| 10/06/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
To whom it may concern, I personally do not want USAA contacting me, but any other agency may. I myself have put many hours into these claims best illustrated here ) by XXXX XXXX co-policy holder ) and confirmed by myself XXXX XXXX, There is much more to this then I can write, I assure you we have witnesses to all events and claims we made with USAA BANK, CREDIT CARD, AUTO and RENTERS INSURANCE. Since end of 2011 I have put over XXXX hours of my life with all this starting with USAA BANK closing our bank account, and putting our credit card in collections, AFTER we not only proved to USAA that we were being idenity theft for several month stretch and finally someone came clean and we found the culprit, but USAA spent more time, lieing, denying then helping, and before this we paid our credit card on time paying more than owed monthly. And neither of us ever had any thing like idenity theft robbery or uncoathe banks like USAA before this. So it was a lot of learning and pain. We found out our banks were closed by trying to get gas, we were almost out and far from home. They also held on to our money for over a month. That was 4 years ago and started a ripple effect into our credit which swarms us today. There is so much more, so much more that my eyes roll, on XXXX, yes XXXX robberies and XXXX car accidents, Usaa never paid the full amounts, the things they promised, and from the XXXX robbery, I would have to say USAA caused these issues to, they made it easy for thieves, like in XXXX robbery, and XXXX we had people WE DID NOT KNOW AT TIME point out the robbers, and XXXX times a XXXX XXXX CREDIT CARD was talken and used. Usaa owes for so many policy things, they have refused to take calls for last two years when I asked why our last property they said we were getting XXXX and they sent XXXX, I started calling from day one, they even refused to return calls when I tried to send in depreciation reciepts, they refused to pay out on wages on XXXX incidents, they refused to help get a car which they promised they would from their auto-circle program after WHAT WE SUSPECT THEM illegally totaling our car and we had to end up getting XXXX whcih we had to pay over {$2500.00} down and over {$400.00} a month and over % 21 percent interest, all things that could been avoided like so many XXXX other things in past years if Usaa stopped hording money and acually doing what they are suppose, they have even denounnced CALIFORNIA AUTO INSURANCE INVESTIGATION which they had previous agreed with on several things like my veneers and wages and other things hey were to pay out but flattly refused. There were XXXX other hard core things USAA knew and didnt care. They opened up not only a credit worm hole, but they made it easy for thieves and caused us XXXX, oftenXXXX for long times, where we have lost out on family events, vacations, work oppurtunities, marketing money, we have lost all our valuables all our personal, things.
|
| 04/04/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
|
|
I am the owner of a small vehicle dealership in XXXX XXXX, North Carolina ; All City Auto Sales. On XXXX, a customer came to purchase a vehicle for {$41000.00} and presented loan approval documentation from USAA Federal Savings Bank. We contacted USAA, and their representative verified the validity of the loan. USAA even stated that this customer is eligible to add a warranty onto the loan.
On XXXX, when we contacted USAA to notify that that we had not been funded, and they indicated that they would not be moving forward with the loan. USAA stated that they could not give us any details as to why or what had changed, citing member privacy. One representative eventually acknowledged that this was due to fraud, then stated that we were not supposed to be informed of that.
In the days following, I learned that XXXX XXXX XXXX has scammed multiple local dealerships, using USAA paperwork and under his same name.
He has been arrested and charged with a number of felonies, including ( but not limited to ) obtaining property from by false pretenses, firearms charges, uttering, and receiving stolen property. I spoke with several people representing other local car dealers ( XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX XXXX and they expressed a shared frustration with USAA for lack of transparency and cooperation each time this has happened, as well as USAA verbally validating loans over the phone, then refusing to take accountability for the financial loss incurred, leaving the auto dealer at a loss.
On XXXX, we learned that the vehicle was being held at an impound lot due to being crashed the day after the customer took possession. We retrieved the vehicle and brought back to our lot.
XXXX we contacted USAA and were again told that they would not be moving forward with the loan. USAA rep, XXXX, declined to share information, citing confidentiality of company policies and procedures as well as customer confidentiality. I offered to unilaterally share information that we have gathered ( we have spoken to multiple other dealerships in our area- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and learned that XXXX XXXX has done the same thing at those dealerships, using his same identity as well as the same USAA loan paperwork ). I told XXXX that we share a common interest with USAA in halting this person from doing this again. XXXX stated that she declined for me to give her any details regarding this situation or individual.
I am concerned that USAAs conduct is at best, negligent, and at worst, demonstrates complicity in this scheme, by withholding key information when dealerships call to validate the loans made by XXXX XXXX XXXX. Dealerships have been left with no recourse and USAA has yet to take accountability by being evasive, rather than cooperative. To our knowledge, USAA has yet to take legal action or steps to attempt to flag XXXX XXXX in their own systems as not being eligible for a loan.
|
| 05/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
|
|
USAA XXXX XXXX XXXX.
XXXX XXXX, TX XXXX XXXX XXXX XXXX Dear USAA Underwriting I would like to ask you to reconsider my application for your Preferred Cash Rewards credit card. I recently applied and I was rather surprised to receive a denial regarding my application. Due to the numerous positive reviews shared by my family and friends with respect to this card, I would like to share some more information with you in hopes of obtaining an approval.
In your letter, you listed that the reasons for the denial were : - Presence of a bankruptcy - Time since most recent bankruptcy is too short - Insufficient number of open real estate loans recently reported - Total available credit on recently reported open bankcard accounts is too low However, I would like to shed some more light and update some of these issues. Firstly, one of the reasons I have a bankruptcy due to almost losing my battle with XXXX by attempting to XXXX XXXX. I was in the XXXX for one week, and I had just started a new job so the medical insurance had not kicked in. The hospital Bill was XXXX XXXXXXXX and immediately put me in debt. Filing for bankruptcy was the only option to remedy the issue.
To add, Its been 4 years since filing for bankruptcy, and as you can see, I have rebuilt my credit and boasts a 100 % payment history on all 15 positive accounts.
Additionally, I do not have any real estate loans as I have never wanted to be a homeowner. However, Im interested in purchasing a couple homes and multi family properties for the sole purpose of XXXX and XXXX temporary rentals. Im currently in the process with XXXX XXXX of gaining my first mortgage pre-qualification.
Furthermore, you stated the total available credit on recently reported open bankcard accounts is too low. This doesnt make any sense when all of my cards are under 30 % utilization. For example, I have a XXXX XXXX credit limit on my XXXX XXXX XXXX XXXX cash rewards is only XXXX XXXX, which is 15 %. My XXXX XXXX XXXX is {$300.00} balance out of {$3500.00}, which is only about 8.5 % utilization.
The Preferred Cash Rewards credit card will prove especially useful to me because I travel a lot and the no foreign transaction fee feature is a great fit for me. Also, the 1.5 % cash back can be put towards the principal balance due every month.
I sincerely believe that I deserve a chance with this card. Not only did I rebuild my credit within 6 months, but I currently gross {$140000.00} annually, and I have a pretty robust stock portfolio weighing in at {$39000.00}. I also have accounts with XXXX XXXX, XXXX, and XXXX Bank. If you are willing to give me a chance, you can even start me with a low credit line of {$5000.00} so I can prove to you my reliability and loyalty to this bank. My checking account currently has a balance of {$10000.00} to show Im worthy.
I thank you for your time and reconsideration and I hope to hear back from you soon.
Best, XXXX XXXX, XXXX
|
| 09/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
XX/XX/XXXX - counterfeit check in the amount of {$57000.00} deposited into checking account jointly owned with daughter, XXXX, via ATM in XXXX XXXX, CA. Per bank, deposited via debit card for account holder XXXX. XX/XX/XXXX - withdrawal in the amount of {$470.00} in XXXX XXXX, CA. ( per bank, same debit card used XXXX XX/XX/XXXX - aware that XXXX has a new bank account with another bank and was not expecting any deposits, nor had her debit card with her, I, XXXX, reported transactions as fraudulent via app. XX/XX/XXXX - received notification via text message re potential fraudulent transactions XX/XX/XXXX - called bank, was advised of additional transactions. Conferenced XXXX in as well in order to dispute all charges. Fraud department reviewed account, advised this was " obvious fraud '', stated security footage at ATM would prove this, and assisted with changing all login info for both myself and XXXX. When asked if there was anything else we should do, representative advised not at this time, all information submitted and other accounts would not be affected. Late XXXX - all previously reversed debits charged back to checking account. Contacted bank, bank advised investigation determined XXXX responsible for deposit and withdrawals totalling approximately {$4100.00}. I advised this was not possible as I had reviewed evidence provided by XXXX, proving she was in XXXX XXXX at the time of the fraudulent transactions. Bank declined evidence provided by myself or daughter, advised security camera footage was not reviewed. Requested details of investigation in writing, bank declined. Bank advised multiple logins from multiple devices, provided IP addresses verbally. Bank admitted some logins did not appear to be XXXX ; however, stated " she must have been working with someone ''. XX/XX/XXXX - After transfer of {$40.00} to my separate checking account for a copay to see doctor for severe XXXX, bank removed all funds from account using right to offset. Subsequently, payment made to XXXX for utilities was returned, causing additional fee. Was unable to see doctor due to funds removed, and without medication since. XX/XX/XXXX - Attempted to cash check from lottery winning in the amount of {$500.00}, check denied. Contacted third party check verification, learned bank reported me for cashing fraudulent check. Same day bank processed " fraud charge-off '', which will reflect on my credit history shortly. Bank refuses to re-open investigation or provide details in writing ; however, has since ruined my financial reputation, leaving me unable to access my own paycheck or cash checks. While I have worked on repairing my credit history since XXXX, I now can not open a bank account or pay any bills as I am unable to access funds legitimately owed to me. In addition, I am facing a medical emergency, due to untreated allergic XXXX. Please assist in any way you can, additional documentation available upon request.
|
| 03/29/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
USAA complaint is in conjunction with the XXXX XXXX complaint listed below. I have contacted USAA daily to get this matter resolved. The matter is now in the hands of the executive resolution at USAA who is typically at lunch when trying to get the matter fixed. In the meantime the check for {$14000.00} is sitting is a lockbox at XXXX and it is not being corrected. I have tried calling both parties and been on the phone for over 10 hours and have a multitude of excuses and promises that this would have been resolved on XX/XX/2018. This has not been resolved and yet again this remains my problem because the bank is not providing the money via a wire or ACH directly to XXXX to get this money paid and once and for all resolved. This has been over 3 months and continues to be a nightmare that continues to be a problem that I can not overcome as the banks have the power to do anything they want and please. ( lawyers and all the money to fight complaints ) They do not take the complaints seriously as there is no action taken beyond a call to the institution.
XXXX Original complaint The merchant bank XXXX XXXX has advised me that they have closed the complaint. I didnt get the funds and now the bank is stating that it went to XXXX area at USAA. This was checked into by the bank which stated that they do not have the money. It is of great concern as this is for {$14000.00}. The bank stated that they provided the trace to your organization and that closes the case regardless if I get the funds.
They advised me that this is now resolved per your guidelines and that I will owe the money which I never received due to their error in processing.
This is a serious problem as I didnt get the money and they are going to hurt me and put my account in collections if I don't pay money that is due to back to me.
I was called today and last Friday and the call today was much more aggressive stating that this is now my problem to resolve as it is out of their hands. This is not fair or honest as it was not my error it was theirs. I am reaching out to request that this be reopened and to please have a response that shows that the money was refunded or at least found.
The company stated that the CSFB has no authority to help me the consumer in this matter. I find this not only a problem but a lie based on what it states that the agency does. How can you bill someone money that is not owed? I want to file this as fraudulent or stolen money or possibly money laundering of the institution as they are not helping me.
I look forward to your help. The person who called me is at XXXX XXXX XXXX. They were not only rude but downright demeaning when I asked for this to be corrected.
The {$65.00} dollars was located but the larger transaction is lost! How can this be a issue that is my problem?
The line all of the sudden hung up on me and I am now left at the same spot where I asked for help.
Please help me. XXXX XXXX
|
| 02/22/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American |
|
My wife and I are retired and live full time in an RV. We use a PMB address with XXXX 's XXXX in XXXX XXXX SD for my legal residence and all matters except banking. Because of the Patriot Act I use a next of kin address for the permanent address, all of which I've explained many many times. I've described this to every representative that would listen. Several people told me that it was not a problem.
Anyway, on about XX/XX/XXXX I enrolled in the USAA Credit Union. I immediately created a savings account and transferred {$10000.00} from a savings account with XXXX XXXX. Everything was created via a telephone call because the online software was too buggy to work. Every representative I spoke with was told that I live full time in an RV and that I have no permanent physical domicile. I advised every representative that I would be using a next of kin address for my permanent address as per the Patriot Act. I stressed this vigorously with every representative I spoke. I've researched this and have found that if a customer has no permanent physical address, that next of kin satisfies legal requirements. Today I spoke with a banker with XXXX XXXX and she acknowledged that she also understood this to be true.
I also contacted the USAA investments ( XXXX XXXX ) and arranged for XXXX XXXX to be transferred into an Ira , and XXXX of that was to be spent purchasing a fixed lifetime joint annuity. I then initiated a rollover from a 401k managed by " The Standard '' On XX/XX/XXXX I found that I was locked out of my online account ( this also happened the day before, but corrected with a phone call ). The representative told me that USAA was accusing me of fraud and that they were closing all accounts. I spoke with many representatives spending approx 2 hours talking to people trying to discover what the hell was going one. Everyone I spoke to told me 1 ) I was suspected of fraud 2 ) They couldn't tell me anything about the fraud, evidence, or any details 3 ) They couldn't tell me why I was suspected of fraud 4 ) They couldn't tell me when, how or if my XXXX dollars would be returned except one lady said that she thought my money would be sent via a check.
Today ( XX/XX/XXXX ) I spoke with a representative that told me that she could not tell me if my money would be returned. She could not tell me that my money would not be returned. She could not tell me why my money was being withheld. Basically, she couldn't tell me ANYTHING except that I was suspected of fraud.
I've committed no fraud. I live an unusual life circumstance but I've tried very hard to explain this to every one that would listen. USAA clerks are all very mechanical and they engage the brains very little.
the bottom line, I want my {$10000.00} immediately. I want the money to be placed into an account from which I can recover it immediately. Hell, wouldn't you?
This has been a nightmare to a degree that I've never experienced.
|
| 08/07/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2020 I made my ( USAA/XXXX ) mortgage payment with an additional principal of {$460.00}. Initially, the USAA app on my phone reflected the new balance after a couple of days as did the " My Accounts '' screen of the web application. A couple of days later, the balance on my mortgage on the phone app and web app screens was increased by {$460.00} to {$11000.00}. I went into the web app to check Payment Activity screen and noticed that after my payment was submitted, it was debited and credited many times, with the last debit eliminating my {$460.00} principal payment. My payment was submitted in a straightforward manner through the web application with the {$460.00} amount clearly marked to be applied to principal.
On XX/XX/2020, I called the customer service number for the mortgage company and eventually spoke to XXXX XXXX, who said that " the Payment activity screen is just not updating '' and that XXXX can not be held accountable for any balance that is part of my USAA app because that is not their screen, so if it's wrong, I should speak to someone at the bank about that. Then he told me that I should " trust '' that XXXX understands that I only owe {$10000.00} and if I need an accurate printout of my balance, I would need to call the customer service number every time because it is inappropriate to rely on the web application. XXXX said he would " get in touch with the web developers '' and then noted that he would only be calling me back if they called him back because otherwise, he was too busy. He did give me the name and number of his supervisor, XXXX XXXX, and sent me what he said was an official record of my payments, which differed from the " official record '' I downloaded from the homeusaa.com.
I called XXXX XXXX and she promised to have someone call me by XXXX XXXX XXXX on XX/XX/2020 to tell me when the discrepancy would be resolved. Ms. XXXX also told me I needed to " trust '' XXXX. When no one called by XXXX XXXX EDT, I called Ms. XXXX back and she told me that " I swear '' that someone would call me tomorrow morning ( XX/XX/2020 ) at XXXX XXXX. She then reiterated that I needed to trust her. When there was no call by XXXX XXXX on XX/XX/XXXX, I called Ms. XXXX back and she had rerouted my call to an anonymous number, somewhere in Indiana with a voicemail that only gave the forwarded number and then beeped. This morning, XX/XX/2020, I tried to call Ms. XXXX again and had the same result.
I called USAA, the company with which I dealt ( I am a veteran and the mother of XXXX actively serving soldiers ) to obtain my mortgage. I spoke to " XXXX '' with the executive resolutions team and she told me there is nothing she can do because " I do not deal with mortgages ''.
As of XX/XX/2020, my mortgage balance shows as {$11000.00} ( {$460.00} more than is accurate ) on the web application, the mobile app and the Payment Activity page of homeusaa.com.
Please advise
|
| 11/06/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
There are several concerns regarding my USAA accounts ( Checking and Savings, Auto Loan and Credit card accounts ) CONCERNS : GENDER BIAS actions of USAA representatives and Staff Members 1. UNAUTHORIZED CLOSURE OF ACCOUNTS with penalty ONLY directed towards XXXX XXXX for Tradeline activities. XXXX XXXX engaged in Tradeline activities and his signed XXXX with other signed blank forms to add authorized user for another creditor sent to XXXX XXXX on XX/XX/2018. Mr. XXXX has not responded to email communication regarding this matter. The inference from USAA representatives was that all accounts were closed.
2. DENIED ACCESS to all my ACCOUNT DETAILS and on XX/XX/2018 I did request printed account details since inceptions but my email request to Mr. XXXX remain unanswered. Additionally, I requested address/contact address for subpoena since XX/XX/XXXX. However, since these are my accounts, NO SUBPEONA is required. I should not have to incur legal cost to get what I rightfully can have. I believe the denial of access was only done to affect my ability to obtain account information that would help in divorce court proceedings. I need all my accounts information printed and sent to me immediately. My husband did the same account closure of another joint account and that bank had no issues provided my information to me.
3. UNAUTHORIZED DISCLOSURE of my changed physical address despite requests to NOT do so. ( Violates NO CONTACT ORDER per SOUTH CAROLINA FAMILY COURT entered on XX/XX/2018 and this court order sent to Mr. XXXX via email on XX/XX/2018 ). Mr. XXXX refused to enter any address information into the system for safety reason when I spoke to him on or about XX/XX/2018. On XX/XX/2018 I called USAA due to receiving more letters directly to my new address ( although I never authorize this ) and learned that the address is changed in USAAs system and could not be altered by the representative who attempted to change the data back to my old address. My mail is forwarded to my new address and I always received on line statements. USAA also sent mail to me XX/XX/2018 indicating that the United States Postal Service provided them my new address. For safety reasons the USPS does not provide forwarded information and I discussed this fact with representatives. They lied and I did file a complaint with the Postal Inspector.
4. FAILURE to INFORM me on how/when Id receive AUTO LOAN and CREDIT CARD Payments after USAA account closures. I had to call USAA ( multiple timesXX/XX/XXXX-XX/XX/XXXX ) regarding this and still could not get information on how to make payments. Due to account access denial there is no ability to view details despite multiple placed call from XX/XX/XXXX-XX/XX/XXXX. One representative attempted to reset password but due to higher level decisions, this did not work. I received the first credit card payment to my mail box since viewing the information last XX/XX/2018 on XX/XX/2018.
|
| 07/13/2016 |
Yes |
- Money transfers
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XXXX XXXX 2016, I had {$86000.00} stolen from me via wire instructions emailed to me by Attorney XXXX XXXX from her business email XXXXXXXXXXXX and her business XXXX in XXXX XXXX, Florida. These funds were the balance to close on my purchase of a condominium and I had hired XXXX XXXX and XXXX XXXX to handle the closing. From XXXX XXXX 2016 through XXXX XXXX 2016 XXXX and I and others in her office exchanged more that 30 emails regarding the closing via the email address she shares with her employees, XXXXXXXXXXXX.
As arranged with XXXX, I arrived at her office on XXXX XXXX 2016 to complete the closing. XXXX met me at the door and asked if I had wired the funds. When I informed her I had, XXXX told me right away she 'd been hacked by some foreign criminal in XXXX, XXXX, or XXXX and that this happens all the time. I was in shock.
On XXXX 's advice I went with her to the XXXX XXXX Police Department, where she described herself as the victim. I made it clear to the police that it was my funds that were stolen not hers. On XXXX XXXX 2016, I submitted a wire recovery with USAA to the receiving bank, XXXX XXXX XXXX, but as of today there is no reply to this.
On XXXX XXXX 2016, when I asked XXXX about reporting this to her insurance, XXXX stated to me that her insurance will not cover wire fraud so she will not report it. I know that if she had reported it, there is at least some likelihood the insurance would have helped to resolve the issue, but XXXX stated she would not report it.
Also on XX/XX/XXXX, XXXX, advised me she was willing to resolve the issue and offered me XXXX % of the lost funds and to take a XXXX % ownership in the property. Alternatively she offered me a loan for XXXX % of the balance so that I could close. She also offered me the funds to close but stated that any valuation in the property value when I sell would go to her. She refused to put any of these offers in writing. When I told her that I felt incapable of negotiating with her, a real estate attorney, she told me if I get an attorney to negotiate for me, then she will get an attorney and implied that she will not cooperate in resolving the issue.
On XXXX XXXX, My attorney demanded a copy of her malpractice insurance which her attorney delivered today ( XXXX XXXX ). I understand that the malpractice insurance has an effective date of XXXX XXXX 2016 indicating XXXX may have been uninsured while she was assisting me on XXXX XXXX 2016. This is grossly negligent and puts her clients at risk.
I was acting in good faith dealing with a title agency owned my a Florida Real Estate Attorney who should have protections so customers do n't sloe their life savings like I have. It does n't seem fair that this title agency can just walk away from this failure of hers and that I suffer the loss. I need your help. Thank you.
XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX XXXX : XXXX Email : XXXXXXXXXXXX
|
| 10/10/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
I applied for a job online through XXXX the temp agency and there was a job on there called XXXX which is a job you do working from home and they sent me checks stating that I had to deposit it mobile into my USAA account to buy products and that I had to send them {$1000.00} on XXXX XXXX 2015 and {$1000.00} on XXXX XXXX 2015 once the money came available in my account. I went to XXXX XXXX to send them the money back. When I tried to use my USAA card for personal items for myself out of the money I had in my account before that money from that job got in there it said not available when I swiped my card in the store and I tried to access my USAA account it said account restricted and I called and they told me that my account was froze and they are going to be ending my service with USAA because of the checks I deposited I tried to explain to USAA that I got a job offer online and I did not know it was a scam and I did not know something was wrong with the checks they gave me but they were not hearing me out, they told me they would send me a letter in the mail with their determination an every time I would call back to explain myself myself about it all the representatives would tell me they could not see my account and that there was a note on my account. I 'm young and took a job offer because I was seeking another job I did n't know that the job was n't legit and I feel USAA should have known something had happened because I never had any issues with my account with them. They also said it was different checks I only have XXXX checks and the job XXXX could have hacked my account because they were supposed to be a company from XXXX and opened a new building in XXXX Florida. I have never been in a situation like this and can not afford to pay back all that money to USAA. I 'm having a hard time with this right now because I have never experienced something like this and the job really seemed real. USAA also stated that I called multiple times but I only called three times and that 's when I was trying to explain to them my situation so someone was using my information is what I 'm assuming. When I called I was crying and ect. Because no one would help. An when I talked to a man he transferred me to a lady saying she was the one handling my information I was like I never even talked to a lady about handling anything so it seemed like another person was calling also. The person who was hacking my account realized that they could no longer access my account. I just do n't know what to do. USAA just was giving me the run around and they should have realized something different was going on with my account and something was wrong. I 'm young and they just took advantage of me and it 's hurting me that people would do things like this. USAA should know from the time I got my account nothing like this ever happened and my account never had this much funds the most I 'll have is $ XXXX {$200.00}
|
| 06/07/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
We are unable to access money that is ours and have spent hours on the phone trying to resolve this. It is unacceptable that it has taken this much time and effort. The fraudulent flag is still on our account and we are unable to transfer funds or cancel it, even after being told by the CEOs office that they would resolve the problem.
The last straw occurred today when I was told by XXXX in the CEOs Office that XXXX would call me back and that never happened.
I am filing a formal complaint with the Consumer Financial Protection Bureau. I would like the following to occur : 1. Cancel the checking account and immediately provide us wiht a check for the account total of {$850.00}.
2. The XXXX credit card was cancelled on XX/XX/22. However, since then an interest charge of {$15.00} has appeared. This interest is on fraudulent activity that was resolved AND occurred after the account was closed so I would like this zeroed out.
BRIEF BACKGROUND : There was multiple fraud activity on XXXX of our USAA accounts starting on XX/XX/22. I have detailed records and notes of all my conversations with USAA attempting to resolve this throughout XXXX. I repeatedly had to call back, speak to multiple people, and spend hours trying to get this corrected. One of the accounts remained incorrect until late XXXX the account showed {$2300.00} more than it should have. I repeatedly told USAA of the error. I didnt want to receive more money than we should.
Finally on XX/XX/XXXX, I successfully escalated and spoke to XXXX in the CEOs office and was assured this would be resolved within a few days and someone would call me back. I spoke to XXXX and then was able to successfully close one account and the credit card that was involved in the fraud. However, one checking account STILL had an incorrect amount to our favor of {$2300.00}. She assured me that would be resolved by XX/XX/22 and someone would call me. No one did.
The account was finally corrected on XX/XX/XXXX, as verified online. So I called USAA again on XX/XX/22. After a long time holding, I finally spoke to someone, was transferred multiple times, then finally hung up on or disconnected. I called again on XX/XX/22 and an agent transferred me to the fraud department who said they removed the fraud flag, then they transferred us to another agent who could cancel the account and provide us with our money. Then we were told repeatedly the flag wasnt removed and got transferred around again, not even to the right departments.
I am now escalating to all involved and regulatory agencies to get this resolved. It should not be this difficult to resolve fraudulent activity and obtain access to money that is mine. I have notes XXXX pages long, have made probably 20+ calls, and have spent at least 20 hours trying to contact USAA and resolve this. I have always had the utmost respect for this company, however I will now never bank with USAA again.
|
| 10/23/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Older American, Servicemember |
|
I began a refinance with USAA Federal Savings Bank in XX/XX/XXXX and worked mainly with XXXX loan processors : XXXX XXXX XXXX ext. XXXX and XXXX XXXX XXXX ext. XXXX, for a re-fi loan on our second home at XXXX XXXX XXXX XXXX, XXXX, WI XXXX. We had the deed under our trust, and so USAA wanted the trust documents which we gave them in late XX/XX/XXXX. The closing was originally set for XX/XX/XXXX at XXXX CDT, at about XXXX the notary called us and said that the closing had been cancelled because USAA had n't properly reviewed the trust documents ( USAA never called us about the cancellation ). We then set the closing for XX/XX/XXXX. As we were signing the documents, I asked the notary if we needed to sign with all the verbiage of the trust, so the notary called someone at USAA and were told that we could just sign as trustees, no verbiage needed. On XX/XX/XXXX, I received an e-mail from a XXXX XXXX XXXX XXXX XXXX for XXXX XXXX, XXXX ext. XXXX saying that documents we signed were " not what was needed '' and that we would have to resign the trust portion correctly. We had a XXXX closing on XX/XX/XXXX, and, I believe that the loan was funded on XX/XX/XXXX. I told the notary at the XXXX closing that our loan lock expired on XX/XX/XXXX, and if we needed a XXXX day rescission period, we would be past the loan lock. He said to let USAA worry about it. Since the loan did n't close until XXXX, I was told in XXXX separate e-mails that the first payment was due on XX/XX/XXXX. On XX/XX/XXXX, I received a letter from USAA Federal Savings Bank saying that I had not made the XX/XX/XXXX payment! I called the bank and e-mailed the notice I got from XXXX XXXX saying that the first payment was due XX/XX/XXXX. I reached out to USAA XXXX, and they basically told me that since I had signed the loan documents that said XX/XX/XXXXwas the due date, that I was out of luck. I have all the e-mails and letters I sent and received from USAA, XXXX XXXX, etc. if you need them. Also, USAA said they were sending a XXXX package to our Wisconsin address with the XXXX XXXX payment information, we never received that package. I have paid the XXXX payment on XXXX XXXX, however USAA applied it to the XXXX payment. This whole process has been a mess, poorly communicated, little attention to detail, and not being able to rely on what the loan processors told us via e-mail. I pointed out to XXXX XXXX that the loan figures were not correct, and she said not to worry and it would get refunded to me once we closed, so my question is if the loan we signed said first payment was XXXX XXXX, and her e-mails said XXXX XXXX, why could n't this also be corrected? I asked USAA to refund a portion of the closing costs to us, but they said since we had not been " monetarily harmed '' ( I think having to make a payment a month early from what we thought would constitute a monetary harm ) USAA would not reimburse us any closing costs.
|
| 04/28/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I am writing this letter of complaint regarding USAA Federal Saving Banking practices with regard to its customers. Both my spouse and I currently bank at USAA. We hold various accounts, such as CDs, savings, credit/debit cards, and checking accounts.
We can not access or lockout our accounts because we refuse to provide our personal financial, political, or governmental affiliations and/or wealth information. We firmly believe the requested information from USAA Federal Saving Bank every year goes beyond the Anti-Terrorism Laws and KYC regulations.
We have requested that USAA Federal Savings Bank provide us via US Postal Service with the written documents of the requested information, which they need to verify. Still, they have yet to provide us with such information in written format, not electronically. Since we have no access to our USAA Federal Savings banking accounts, to included both checking and savings online or via our phone apps, we are unable to meet our everyday needs and financial obligations, such as our mortgage payments, utility bills, auto loan payments, home mortgage insurance, auto insurance payments, along with various credit card bills and food needs.
The action taken by USAA Federal Savings Bank has caused serious emotional distress and financial hardship as a XXXX service veteran and for my immediate family by blocking or interrupting services access to my banking accounts held at USAA Federal Saving Bank. I will note that no other banking institutions, such as XXXX XXXX XXXX XXXX, XXXX XXXX XXXX or XXXX XXXX, or XXXX XXXX, have requested or sought the kind of personal financial information that USAA Federal Saving Bank is demanding from us.
I have spoken with XXXX XXXX XXXX at USAA, I advise her that my address, date of birth, XXXX, and Personal Identifying data are current and correct. I informed her I was not comfortable providing additional personal financial information and that I believed this information would be used for marketing purposes and not KYC regulation.
She advised that the information would not have to be provided if I am not comfortable providing the requested information. I also informed her ; no other financial banking institution has ever asked me to provide such personal financial information as USAA demands. As also informed her that the letter from USAA threatened adverse actions regarding our tax and credit reports. We do not subject to any XXXX 's reports or subject or accused of violating any US financial regulation laws of any kind.
As also informed her that the letter from USAA threatened adverse actions regarding our taxes and credit reports. We will note that I received harassing calls to provide this information or constant notification on our USAA phone app and online USAA app.
I am seeking immediate assistance regarding this matter. If you need additional information, please dont hesitate to contact us.
|
| 03/31/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
USAA has refused to provide documents it notified that it has posted to my online account on XX/XX/XXXX. USAA on that date sent me 3 emails notifiying me that 3 documents had posted to my account and I should login and get them. However my account was closed in XXXX by USAA and I can not access my account online. I have called many times to try and determine what these documents are.. USAA has promised repeatedly it would research this matter and provide me an explanation. It has been 8 months and I still have nothing.
In addition, not only do I not get these documents I am treated very poorly and very unprofessionally by USAA employees and they deliberately keep my hold for hours at a time and show open contempt and sometimes hostility.
I am asking that my rights be respected and that I be sent these documents immediately.
I have called at least a dozen times with some of these calls lasting upwards of two hours, I have come to realize I am somehow being tormented by an internal directive that one USAA employee told I had been classified as " undesirable for life '' by USAA. I am a XXXX man with XXXX who has been treated simply awfully by a staff that is professional until the real the long notes in my account. I am transferred around like a ping pong ball never able to get these documents or any explanation of the reasons they will not give them to me. Since USAA has never really contacted me about anything since they unilaterally and without explanation closed my checking and credit card accounts, I assume that their notification to me of these documents being put into y account that they must be of some importance. I wrote a letter dated XX/XX/XXXX to the USAA Legal Department on on XX/XX/XXXX received an email from a " XXXX XXXX '' an XXXX XXXX. I have left messages and as I far as know she has never contacted me again. This XX/XX/XXXX letter asked for them to send me copies of the letters to my address, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, IL XXXX.
It is possible there are statute of limitation issues that USAA is trying to push past by delaying my receipt of these documents. USAA should understand from time to time legacy accounts will have account issues come up that need to be.handled professionally in a timely manner. I have never seen such unprofessional behavior in a financial services Company. I have accounts at XXXX XXXX, XXXX XXXX and many others and have do not have a clue why USAA has blacklisted me as a member.
I would USAA to provide these documents immediately. If sent out this week please send an additional copy to me at my hotel. XXXX XXXX, XXXX New Venture XXXX XXXX, XXXX, NY XXXX. XXXX : XXXX XXXX, XXXX XXXX.
I do not have online access to my account since it has been closed.
Attached are copies of my letter and emails from USAA. I would greatly appreciate it if USAA would provide these documents to me. I can be reached at XXXX or XXXX.
|
| 05/21/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
On XX/XX/2019 I made a transaction of {$1000.00} through USAA using XXXX XXXX to an individual named XXXX XXXX XXXX ( at least that is the name XXXX XXXX gave me. It could be an alias ) whom I thought it was the Co-owner of a Condo I was supposed to " rent '' from and I thought at the time to be a trusted person. The other " owner '' an individual named XXXX XXXX ( again, it could be an alias ) whom I made the supposed " contract '' with and whom I had contact with, I also thought to be a trusted person. On XX/XX/2019 I made another transfer of {$700.00} through my bank using XXXX XXXX again to XXXX XXXX XXXX to complete the supposed deposit and first months rent for a total of {$1700.00}.
In the supposed contract, one of the individuals mentioned above named XXXX XXXX and I had made an appointment for XX/XX/2019 for him to hand over the keys to the condo so that I could move in on XX/XX/2019. Time of supposed appointment was for XXXX on that day ( XX/XX/2019 ). When I got to the condo shortly before XXXX on the morning of XX/XX/2019. I waited for at least 40 minutes and XXXX XXXX never showed up. I texted him, called him numerous times between XXXX and the 40 minutes that I waited and never received a response from XXXX XXXX . That's when I realized that I had been scammed. I called USAA shortly after and reported a claim of fraud. On XX/XX/2019, my bank sent me a letter telling me that the claim was being denied because they concluded that there was no fraud made, and that no further action will be taken.
I contacted USAA for a second time on XX/XX/2019 to ask how is it that the bank came to the conclusion of no fraud being committed. I was transferred to a representative named XXXX ( do not recall her last name ). She explained that because I made and authorize the transaction, the investigative only looked at whether I had made the transaction or not. After giving her all the background of what has occurred, the other thing that she suggested that she could do was to submit the case as a dispute rather than a fraud. So, she submitted a claim on my behalf on XX/XX/2019. Ten day later, on XX/XX/2019 USAA sent me an email saying the following : We've completed our investigation and determined an error did not occur for the following reason : XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to.
How is it that an institution such as USAA whom I have had many years of trust and confidence, provides a service that does not provide any protection what so ever to its customers? And turns around and wash their hands in the face of criminals using the very service that they provide as a safe option to their customers to transfer money leaving many victims of fraud fend for their selves without any back up from their bank institution.
|
| 08/06/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
On XXXX I received notification that there were unauthorized changes to my account with USAA. I called USAA in order to alert them to the situation and had my information corrected. At approximately XXXX that night I received notification that my information was changed once more. On XXXX I called USAA multiple times in order to correct my information and file a fraud dispute. I even went as far as to request a call from the USAA call center manager XXXX ( never once receiving that managers call ). I filed the dispute successfully ( I thought ) and asked that my account be placed into a higher alert status. I called back later that night in order to try and gain access to my account, I was transferred back over to the fraud department and filled out another fraud dispute with them. During this secondary fraud dispute I requested access to my account and was told there was n't much they could do about getting access to my account because whoever took over my account placed a " CyberCode Token '' on my account and it allowed them to maintain access despite USAA 's efforts. Over the weekend ( XXXX XXXX and XXXX ) I made XXXX purchases with my debit card and began feeling as though things might be clearing up. On Monday ( XXXX XXXX ) I was called by XXXX XXXX of USAA 's fraudulent activity investigations department and was asked to submit my statement. After giving my statement, expressing my frustrations with USAA for the lengthy process, and expressing my disdain for the call center that constantly dropped call transfers and seemed to not have any ability to solve my crisis, I began to inquire about the activities taken place in my account. I was informed that multiple credits and debits had taken place and the imposter requested a replacement debit card. I was then informed that I was to receive a call the next day to receive notice if the investigator deemed me " at fault '' of giving my personal information to an unknown persons. On XXXX XXXX I received a call from XXXX XXXX and she informed me that her office believed I gave my information out for XXXX reasons. First, my understanding of her explanation of an account takeover scheme and second, a trend where MANY other USAA members have given out there account information. Now I can not speak for the MANY other members who may have been at fault here, but I can speak for myself and I did not give out my information to anyone. I have a XXXX year old girl, a soon to be fiance, and a son on the way. I have way too many responsibilities to risk it all by giving my information to someone else. Since being told I was at fault I have contact my local police department and the FBI in order to investigate this ordeal. I have been contacting USAA but still have n't been granted access to my account. It 's been a real nightmare and I would like a resolution please!
Thank you very much for reading, sorry if it is n't well written.
|
| 08/23/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2022 I called USAA about two accounts trying to be added onto my checking account for money transfers. I was told an investigation was going to ensue as a result. I did not allow for any money transfers to occur. On XX/XX/2022, I noticed that there was a {$10000.00} deposit in my checking account. I called USAA to report this as a fraud as I did not deposit any of this money. As I was on the phone with the representative, another XXXX was trying to be deposited into the account. The representative was helpful and stated that the deposits were being made in XXXX XXXX, Texas from an XXXX ( which I do not own ). Then there was {$10000.00} transferred to my daughter 's account, {$5000.00} transferred to an unknown account, and {$5000.00} transferred to my son 's account ( from my account ). Then a {$10000.00} check was deposited into my son 's account and this money was transferred out of our account to two unknown accounts. I continued calling USAA fraud department and they locked our account. They had corrected the account and I felt that the fraud investigation was completed. I was able to use my account after it was unlocked. The account then was locked again and I called USAA to ask about this and they stated that the checks that passed through bounced and I was responsible to pay this back. I filed another fraud investigation and the account continued to be locked. I called USAA again and they stated that all previous investigations were canceled. They did not understand why this was. Three new investigations were started for each account. I called to find out this update and was told they were exercising their right to no longer do business with me due to fraudulent activity on my account. I filed an appeal and they are still finding that they no longer want to do business with me and I have 60 days to pay in full the money from the checks. In the last appeal, they notified me that I can bank with them as long as I pay back all the money that went through the account. I get calls daily about the account being in a negative balance and my wife 's direct deposits have been confiscated. They told me that I gave out my login information for this to happen. My savings account has had money taken from it to cover charges. I contacted the church 's where the checks originated and they had checks stolen and put stop payments on them ( churches are in California ). The signatures do not match. USAA stated that it was a full account take over and all emails were changed and fax was added to the account. I have no knowledge of the fraudulent activities, reported it and am now being called daily to repay over {$22000.00}. I have already paid over {$5000.00} due to USAA confiscating paychecks and money from my savings account. However, they have left {$10000.00} in my daughter 's account and they are threatening to report me to the credit bureaus if I do not pay this back.
|
| 06/09/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
First off ... the balance being reported as of today, XXXX with all three credit bureaus is incorrect. It states my balance is : Real Estate USAA/XXXX MORTGAGE Last reported : XX/XX/2018 - {$120000.00} You stated on the response to my complaint : For your records, we are confirming that your principle mortgage balance as of XX/XX/2018, was {$120000.00}.
*This needs to also be fixed with all the credit bureaus.
I was to receive an email first regarding the information found by XXXX XXXX after speaking to him on the phone. He advised me that he would CALL me back.
Per all three credit bureaus ... they can not change my credit score per my VA mortgage loan through XXXX. This was told to me on the phone several times with the credit bureaus. Freezing nor not reporting after a complaint is a direct violation and shows once again ... retaliation on part of XXXX since this complaint is directed to XXXX, not USAA. I have never heard of such a thing, yet only a handful of payments have been reported since opening my VA mortgage loan.
Per letter from USAA the final payments had been paid by USAA as a means to close the forbearance loan. This after USAA representative, XXXX XXXX misguided me and in turn, USAA did find XXXX XXXX XXXX negligent. I was also told that my payments would then start reflecting on my credit per month as I have been paying per month, that also included my credit score. I only show 4 payments ... most recent payment for XX/XX/2018 being shown per all three credit bureaus. I do not see one time any increase within my credit score on a VA loan that I have continued to pay monthly.
A mortgage loan should be one of the most single loans that can help increase your credit score. I have paid my payments on time ... yet it does not reflect any points per all three credit bureaus. This would appear to anyone to look as if I am in a rental ... no reflection of helping my credit at all.
Retaliating against a Veteran .... when filing a complaint, ANY COMPLAINT, should be known to all those who hold a loan with XXXX, as well if connected with USAA.
BUYER BEWARE!
I will continue my complaints until this gets resolved. You may also want to contact each credit bureau on how reporting increases within each loan for consumer credit score works as they advised me on several occasions that the only ones who can change credit scores is the reporting creditor. On my VA mortgage loan that would be XXXX or USAA.
It did not take, but less than 24-hours for XXXX to fill out a form and submit to have my VA mortgage loan information corrected. Retaliation by you stating you will freeze any reporting for 2 months by my complaints to the CFPB is just that ... another retaliation.
The next complaint will clearly show you the correct way that creditors report monthly payments. As XXXX XXXX has done with my loan for years.
Sincerely, XXXX XXXX 17 year XXXX Veteran
|
| 05/01/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
XX/XX/XXXX, I submitted {$250.00} with my application for a " USAA Secured Card Platinum Visa card. '' The card was received with a letter stating " ... more ways your card is working for you : -- helping you build/rebuild your credit. '' My credit limit is {$250.00}. The CD matures XX/XX/XXXX.
XX/XX/XXXX, I rang USAA, and spoke with " XXXX. '' She informed me that " closing the CD would close my credit card. '' XX/XX/XXXX, I received a letter from USAA stating " your CD ... will soon mature. If no action is taken, your account will automatically renew in a CD with a similar term. '' XX/XX/XXXX, I rang USAA, and spoke with " XXXX. '' He restated what " XXXX '' had previously said. I was then transferred to " XXXX '', who was *supposed* to be a " credit card specialist. '' In fact, " XXXX '' is in the " new accounts '' department. She stated that there is no procedure whereby my account could be " graduated '' OR " converted '' to an " unsecured card. '' Furthermore, my {$250.00} CD will be applied directly to the outstanding balance. It is worth noting that the cumulative amount of interest paid on my CD ( as of XX/XX/XXXX ) = {$2.00}!!!
My payments have been made on a timely basis, automatically withdrawn from the same checking account, are usually above the minimum amount, and my balance has NOT exceeded {$250.00}. Closing my account will negatively impact my credit score -- contrary to the very reason I opened the account in the first place!!!
In contrast ( XX/XX/XXXX ), I submitted {$150.00} with my application for a " XXXX XXXX Secured MasterCard '', and a credit line of {$200.00}. XX/XX/XXXX, I was notified that my credit line had been INCREASED to {$600.00}. I rang XXXX XXXX, to confirm that a mistake hadn't been made. I was informed that they proactively review accounts, my account was " in good standing '' and my payment history justified the increase.
Upon receipt of the notification from USAA, I once again rang XXXX XXXX. " XXXX ' '' informed me that the CD security is held for the " life of my card. '' However, XXXX XXXX ALSO proactively reviews accounts, my account *can be* " upgraded '', and the CD released to me.
Had I been advised that my {$250.00} would be held indefinitely, I would NEVER have opened an account with USAA. Furthermore, 2 years is most certainly sufficient time for USAA to recognize my credit " worthiness. '' Indeed, XXXX XXXX made such a decision after only 6 months!!!
USAA is, once again, engaging in unconscionable predatory practices. Reference prior CFPB complaint XXXX, wherein a " defender hold '' was placed on my payment for 10 days, and I was accused of " money laundering. '' I have been a USAA member for 29 years, and am currently facing a lose-lose proposition. My credit rating will be irreparably damaged.
USAA 's ( current ) slogan is " good enough is NOT good enough. '' Indeed, USAA is NOT EVEN " good. ''
|
| 12/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XXXX I spoke with XXXX XXXX via chat to report fraudulent charges after my wallet was stolen. Those unauthorized charges were reversed and I heard nothing else until on XX/XX/XXXX, a letter sent to me stating that my dispute case was investigated thoroughly and found to not be fraudulent and that those charges would be reversed back. I called on XX/XX/XXXX, spoke to a representative, and asked her what was investigated for USAA to claim these charges were mine when they are not, I was told it was because XXXX. My debit card was not missing, and XXXX. A pin number was used with no failed attempts. I explained to her that is inaccurate, that my wallet was stolen with my card inside it and it was reported to USAA over a month previous, so that card ending in XXXX most definitely is NOT in my possession. The rep said she would add notes to that case, that in fact I do NOT have said debit card in my possession and again these are not my charges. The very next day on XX/XX/XXXX, another letter sent to me, this time they removed that the debit card was still in my possession, but claim a pin number was used with no failed attempts so that charges are not fraudulent and on XX/XX/XXXX reversed all the charges that were reported.
Now, I am getting my own documentation together to reach out to you to let you know about these unauthorized charges, also provide you with documentation to prove that I contacted USAA and did everything correct on my part, and ask you to look over this dispute again, and replace the funds to my account. Also, upon looking thru the chat record of my initial dispute on XX/XX/22, XXXX XXXX made several errors, and when I pointed them out to her she told me she was amending the report, and also initiating an Enterprise Fraud Case Report since my whole wallet was stolen. Now, I am seeing, it looks like she never amended the report that she made the errors on, and I feel this is why the investigation was not able to be completed accurately.
XXXX also including the XXXX letters dated XX/XX/XXXX, and XX/XX/XXXX stating that the charges were thoroughly investigated. Reasons were that a pin number was used for said transactions and no failed attempts made on them. I, personally have contacted the fraudulent charge vendors asking about how debit card payments are taken, etc and I was able to find out that out of XXXX listed fraud charges, only XXXX of them were possibly to be used with a PIN number ( not surprising of no failed attempts, due to a brain injury and memory problems my pin is in small numbers on my card ) as XXXX of the charges are with companies that do not allow the customer the option to use a pin number it is always ran as credit purchase.
All transactions are dated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 03/24/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX a purchase on ( XXXX XXXX for XXXX XXXX retail price was XXXX, but seller discounted XXXX for the XXXX XXXX sale ) for a XXXX XXXX was authorized. ( Payment was submitted to seller via XXXX ). According to the seller 's website, the item was back ordered and no estimate date of delivery was provided. Was advised that the delivery date would be provided when the item became available.
I suspected fraud/scam and emailed the merchant at XXXX, which was the email provided on the seller 's website, to cancel the order. The seller responded and asked for the order number and I never responded again.
So, I immediately filed a dispute with USAA, and provided all necessary information. Over 45 days had passed, so I contacted USAA for an update. I was told that a letter was mailed to my physical address requesting additional information to investigate the dispute. Information such as the description of the merchandise, expected date of delivery and any correspondence with the merchant. That letter was never mailed to my home. I requested that the representative send it on my e-documents, which he did. I provided all requested information for the dispute to this representative. ( I don't remember his name ) I had issues with the website and uploading the documents so I contacted USAA again.
While on the phone with USAA, the representative, XXXX entered all information and I uploaded the correspondence I had with the merchant. He assured me that was all that was needed.
I didn't receive any updates from USAA so I called again and I spoke with XXXX on XX/XX/XXXX. She first advised me that all requested information was entered into the system by the previous representative, XXXX, then said I didn't provide adequate information for the investigation to be completed. I was told by XXXX that she would request a follow up and would forward my info to the disputes department. Conveniently 24 hrs later I received a message stating that USAA that the transaction was legit and the dispute is closed. I called again and this time spoke with XXXX on XX/XX/XXXX. He told me the dispute was closed because I didn't provide adequate information, not because not USAA actually investigated and found the transaction to be legit. I have spoken to numerous reps on numerous occasions and nothing has been done to properly investigate.
BOTTOM LINE. I AUTHORIZED A PURCHASE. POST AUTHORIZATION I SUSPECTED FRAUD/SCAM AND REQUESTED CANCELLATION OF THE ORDER. I HAVE NEVER RECEIVED THE MERCHANDISE OR A REFUND. THE MERCHANT NO LONGER EXISTS, NOR DOES THE WEBSITE OR ANY OF THE CONTACT INFORMATION RELATING TO SAID MERCHANT. I DISPUTED THE CHARGE WITH MY BANK DUE TO SUSPECTED FRAUD, AND USAA FAILED TO FOLLOW THE PROPER PROCEDURES TO RECTIFY THIS ISSUE. I HAVE CONSISTENTLY PROVIDED ALL INFORMATION REQUESTED BY USAA. I HAVE MADE NUMEROUS ATTEMPTS TO RESOLVE THIS ISSUE, TO NO AVAIL.
|
| 02/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
While I was on a XXXX XXXX flight to visit my parents in XXXX, TX ( with my credit card on my person ), 3 fraudulent transactions were made at " XXXX XXXX XXXX XXXX XXXX '' with my credit card in the amounts of XXXX, XXXX, and XXXX, respectively. This was on XX/XX/XXXX. I received a call later that night from my hotel room alerting me to the fraud, and when I checked my statement, sure enough, there were 3 purchases that I definitely did not make on my statement. I called to verify that yes, they were obviously fraudulent -- I was in XXXX, Texas. I thought that was the end of it. Later, after arriving home from XXXX, I got another call from USAA, my credit card issuer. They asked for more details around the transaction and told me that it was a chip transaction. I told them this seemed weird to me, as I thought chip transactions were not supposed to have this problem. The lady agreed and seemed very cold and suspicious. I said that I didn't know what happened but my credit card was with me the whole time and my family saw me not only vent about the fraud and how I would have to change my credit card number, but also saw me with my credit card on multiple occasions. After telling the investigator I was sure it was fraud, she took some time to do her investigation. On XX/XX/XXXX, the same investigator called me back explaining that it was impossible for there to be fraud with a chip card. She said the investigation ruled against me.
USAA 's incorrect finding that the transactions were not fraudulent are unsatisfactory and unjustified for two reasons, which I discuss in more detail below : * Their belief that the transaction was not fraud is predicated on it being an EMV " chip-present '' transaction -- these are now prone to fraud just like magnetic swipe transactions * I provided ample evidence to USAA that I was not in XXXX XXXX at the time the fraud occurred A " chip-present '' or EMV transaction is not evidence that the authentic card was present. As USAA may already know, there is a growing epidemic of fraud via " shimmers. '' These devices can be inserted into a chip card terminal and spy on the communications between the bank and credit card. Hackers can use the data from their shimmers to create duplicate chip cards, as described in this article : XXXX XXXX XXXX Furthermore, I have uploaded the following documents to USAA, any of which should be enough to prove that the XXXX XXXX-based transaction was fraudulent on its own : * Signed statements from people in XXXX, TX indicating they saw me with my credit card on the day of the fraud * A MileagePlus statement from XXXX XXXX indicating I boarded a flight around XXXX to XXXX, Texas on the day of the fraudulent transaction ( and I left for my local BART station much earlier, arriving at the airport around XXXX ) * A used XXXX XXXX ticket with confirmation number for the above-mentioned flight
|
| 11/18/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
USAA bank has taken over {$300.00} from me in the past year by refusing to permanently issue credits to my account after disputing certain transactions.
-XXXX XXXX my car was fraudulently towed and I had to pay {$290.00}. I explained that to USAA, but Im assuming since I couldnt prove it by XXXX they took the credit back. Not even 3 months later the business closed due to too many fraudulent tows and Im still being refused my {$300.00}.
XXXX XXXX I ordered a {$45.00} duffel bag to take with me to give birth, but it didnt arrive on time so I bought one in person and returned the one that was mailed. During that time I got a new debit card so the funds never went back onto my card. In less than the 90 days they say it takes to investigate they closed my case and took my money, because I didnt send proof of the return when I know I did send them the email confirmation from where I ordered the item. In this case it shouldnt have been a dispute to begin with because I no longer have the item and proved it! Plus the refund was processed from the retailer so if the funds werent found at USAA they shouldve been PERMANENTLY issued but were reversed as well.
XXXX XXXX I ordered from XXXX XXXX XXXX and spent about {$92.00}. My order was delivered an hour late, the food was disgusting and even after experiencing every part of that horrible service and then some, the manager was even more rude and refused to refund me, even just partially for the horrible delivery. Id never eat there again yet was being forced into according a gift card just so he could get off of the phone. It was enough to have asked for a refund if it had been an in person transaction, but I believe I was treated that way because I was at home. I disputed this after the manager refused to help otherwise and once again before the 90 day investigation mark the funds were reversed from my account.
There are a couple of other charges where I was told nothing could be done just because I was unhappy with the outcome, but isnt that the point of us being the consumer spending money? Im sure Im not the only one to expect a refund when I dont receive what Ive paid for.
USAA did continue to refuse refunding any funds and told me they couldnt tell me any resources to help get my funds back. Im a XXXX veteran with a XXXX XXXX XXXX I dont have money to just throw away. Ive never had these issues at any other bank Ive had, they always do their due diligence and unfortunately in this case I was failed and let down.
PS. After speaking to an agent recently I discovered that even though I have online alerts turned on I wasnt getting any emails from USAA notifying me to submit any proof/ paperwork. I didnt know about submitting anything extra till I called them to ask why the credits were reversed and I dont think I should be held liable for that since the site has numerous glitches Ive even seen myself.
|
| 08/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, the XXXX issued an order against Bank XXXX XXXX, XXXX, which is a national bank headquartered in XXXX, North Carolina with branches and ATMs located in XXXX states and the District of Columbia. When a consumer writes a check or authorizes an XXXX transaction to a merchant or other payee using their deposit account at Bank of America, the merchant or other payee may then present that check or ACH authorization to the bank for payment. Until XX/XX/XXXX, if a consumer did not have sufficient funds in their account to pay for the transaction and the bank decided not to pay it, XXXX XXXX XXXX assessed the consumer a {$35.00} non-sufficient funds fee. Merchants commonly re-present these returned transactionsthat is, they again try to receive paymentoften multiple times. For many years, XXXX XXXX XXXX assessed non-sufficient fund fees on ACH and check transactions that it returned unpaid even though it had already assessed a {$35.00} fee for the same ACH or check transaction that it had previously returned unpaid ( i.e., repeat non-sufficient fund fees ). XXXX XXXX XXXX would assess these repeat non-sufficient fund fees potentially as soon as the next day after the initial transaction. From XX/XX/XXXX until XX/XX/XXXX, XXXX XXXX XXXX generated hundreds of millions of dollars in such fees. The Bureau found that XXXX XXXX XXXX assessment of repeat non-sufficient fund fees was unfair in violation of the Consumer Financial Protection Act of XXXX. The XXXX order requires XXXX XXXX XXXX to refund all repeat non-sufficient fund fees that it collected since XX/XX/XXXX and has not yet refunded, totaling approximately {$80.00} XXXX in redress. The bank must also pay a {$60.00} XXXX civil penalty to the XXXX. The XXXX of the Comptroller of the Currency ( XXXX ) concurrently issued an order against the Bank separately fining it {$60.00} XXXX.
USAA Federal Savings Bank does the same thing with assessing non-sufficient fund fees on XXXX or check transactions that it returned unpaid even though it had already assessed a {$29.00} fee for the same ACH or check transaction that it had previously returned unpaid. I have been a member for approximately 25 years and this has always occurred. At times, I called and asked that they refund the fees per the second transaction and, at times, they did. However, this is and was an ongoing issue with USAA Federal Savings Bank and just like with Bank XXXX XXXX, this needs to cease. I have complained before because I believed that money was taken from my account, fraudulently, over the years. However, USAA never goes back over 1 year to investigate and then in XXXX of XXXX, USAA is fined {$140.00} XXXX for bad money laundering controls. Regulators say the bank, which mainly serves XXXX military members, failed to keep track of its customers suspicious activities despite repeated warnings that it needed to improve.
|
| 03/11/2021 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt was already discharged in bankruptcy and is no longer owed
|
|
Web |
Servicemember |
|
XX/XX/XXXX USAA sent me a 1099-C form canceling my debt to them they sent this form to a 100 % XXXX veteran who does not pay taxes a form in which showed up in my mailbox only 3 weeks before i recieved my back pay form the VA for the decision that was made on my XXXX status at the time i had no real knowledge of what the form meant but as i read the fine print it stated i received the form because the debt was cancelled and or forgiven by the creditor if USAA would have given me more time or instead sent me a charge-off notice like the one i receive from XXXX i could have paid the debt off in full because i knew i was about to have the funds available to do so for the first time money i didnt necessarily have in previous years due to me fighting for the correct XXXX rating from the VA something that took me 9 years to fight for after i got the 1099-C Form i thought it was a blessing that i was being forgiven for this debt that incurred due to my car being repoed XX/XX/XXXX but that was not the case as it turns out USAA was telling the credit bureau that it was a charge-off in an attempt to destroy my credit behind my back something i just discovered XX/XX/XXXX 3 plus years later. had i been giving the proper knowledge of this debt back in XX/XX/XXXX i could have payed it off in full that XXXX and i could have paid it in full also that following XXXX when i received my back pay from social security. Im righting this complaint because after purposely misleading me and ruining my credit behind my back they are now asking me to pay a debt that was " canceled " due to the 1099-C form and yes there is a precedent for this kind of issue as it did play out in a kentucky court room but under different circumstances. Its not fair and should be illegal for a bank to do this to anyone no matter if its personal or not i received 40 times a charge-off mark on my credit report keeping me from using my VA loan, getting a credit card, personal loan, and i also receive 18 % interest rates on anything i do get and i didnt know why until now. i found out about this incident through XXXX when i checked XXXX XXXX XXXXt did not show this information all it listed was repossession and a balance of XXXX dollars something i did inquire about last year and all i got from a USAA representative was " I dont know '' as of now if i have to pay the debt i will do so once the notice get to me later this month but i would like to know is there anything that can be done about the history created on my credit report? when companies do inquiries they will see the 40 charge off and deny me i did not serve my country to be XXXX by it from a bank that gave me a poor car loan to began with on a used car something i regret and for the record had i not been fighting for the correct XXXX designation i would have never missed any payment or send them half of one in the form of a money order!
|
| 10/21/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Credit decision / Underwriting
|
|
Web |
|
|
I allege that USAA Bank uses unethical business tactics to trap consumers in high interest rate home equity loans ( HELOC ), particularly taking advantage of those consumers who have been negatively impacted by the US real estate crisis. I have attempted to work with USAA in good faith to resolve my specific issue but the company has not remedied the situation. The particulars of this matter are as follows : 1 ) I opened a HELOC with USAA XX/XX/XXXX with a credit line of {$75000.00}. The HELOC product was a variable rate loan but had a hybrid feature which enabled consumers to " lock '' a portion of the loan balance into a fixed interest rate. I elected to lock a portion of my HELOC at a fixed rate ( approximately 7 % ) and also have a portion of the loan open at a variable rate ( 2.65 % ).
2 ) XX/XX/XXXX, just over one year after the original application and underwriting of the HELOC, USAA informed me that they were immediately suspending the loan due to a drop in the market value of my home.
3 ) Between XX/XX/XXXX and XX/XX/XXXX, interest rates declined to record lows ; however, I continued to service the fixed portion of the HELOC on time. Currently, the total outstanding HELOC balance is approximately {$46000.00}, of which {$25000.00} is variable rate and {$21000.00} is fixed rate.
4 ) The account information for my HELOC displayed on USAA 's website ( refer to exhibit ), reflects a " credit limit '' of {$75000.00}, an outstanding balance of {$46000.00} ; but XXXX in available credit, which is confusing and deceptive to the consumer.
5 ) XX/XX/XXXX, I contacted USAA about temporarily utilizing the indicated credit limit to convert the fixed portion of the HELOC to more favorable variable rate terms, which would lower my monthly payment and enable me to pay off the loan faster. This approach would not permanently increase the total outstanding loan balance or alter the risk exposure of the loan.
5 ) USAA ordered an onsite appraisal on my primary residence which showed that the property is not underwater ( ie. appraised value exceeds sum of first mortgage plus HELOC ). However, USAA denied my request to convert the fixed portion of the loan to variable rate terms.
4 ) I then requested USAA, a sophisticated full-service bank, to explore other potential solutions to modify the interest rate on the fixed portion of the loan ; however, I was repeatedly rebuffed and informed that the only option was to pay off the fixed portion of the loan in full, or voluntarily stop paying on the loan and hope to trigger a workout plan or modification ; however, that approach would damage my credit rating.
As a result of these acts, I am left with the choice of remaining in a high interest HELOC or sacrificing my credit rating by refusing to pay the loan and hoping to trigger a rate adjustment modification. Clearly, this is not in the best interest of anyone.
|
| 01/10/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
When we refinanced our home, the paperwork indicated we could apply to remove the PMI from our mortgage on XX/XX/XXXX, prior to the automatic termination date of XX/XX/XXXX. In XX/XX/XXXX, I called to inquire and was sent application paperwork. After receiving the paperwork, I called to ask about the difference between a Broker Price Opinion ( BPO ) and an Appraisal, since the cost difference was substantial. I was led to believe a BPO was an external inspection of our home to ensure it had not fallen into disrepair. From my recollection, I was never told, nor were there any implications, that the realtor would be doing a detailed cost comparison to other properties.
The inspection date was XX/XX/XXXX and I received the BPO along with a letter stating that I now needed an appraisal to remove the PMI. I reviewed the BPO and found several inconsistencies that substantially reduced the realtor 's price opinion of my home.
I called USAA Federal Savings Bank/XXXX and asked to speak with someone in the escrow department, so I could discuss these inconsistencies and hopefully come to a reasonable solution. Customer service refused to allow me to speak with anyone, stating it was an internal department and they did n't accept phone calls. She asked if I wanted to dispute the BPO 's findings, which I did. She informed me someone would be in touch with me within 2-3 business days after they reviewed my PMI removal application.
I never received a call, so I called again the following week and was told my information was under review with a XX/XX/XXXX deadline.
Knowing I would n't receive a call on XX/XX/XXXX, I called again on XX/XX/XXXX only to be told by customer service that BPOs are not disputable, regardless of whether the data is accurate or not.
I sent an email to the parent company 's web site ( USAA ) complaining about the process, in particular the errant BPO. While I received a nicer response from the parent company, the message was the essentially the same : " We do n't care if the BPO is inaccurate, because it works in our favor. If you want the PMI removed prior to the automatic termination date, you need to get an appraisal ( i.e., we get to charge you more money for the appraisal AND keep charging you PMI ). '' I have attached the following documents : a. BPO pages showing comparative sale data and comparative listing data b. XX/XX/XXXX Refinance appraisal page showing specifications of my home.
c. Spreadsheet showing comparable sale data taken off USAA 's own web site, along with additional comparable sales found within our immediate neighborhood area.
d. Spreadsheet showing comparable listings within our immediate neighborhood area.
e. Letter to USAA parent company and response received.
f. Outline of errors/inconsistencies contained in the BPO, along with an accurate cost comparison using one of the BPOs comparable listings.
|
| 05/02/2019 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
Servicemember |
|
A fraudulent signature document was used to obtain USAA mortgage loan lender number XXXX from USAA Federal Savings Bank XXXX XXXX. A limited Power of Attorney was given to my then husband XXXX XX/XX/XXXX ) from whom I am now separated since XX/XX/XXXX. I just found the documents that show how our ( XXXX XXXX XXXX XXXX, XXXX XXXX, South Carolina XXXX ) marital home was placed in his name exclusively and then went from HUD loan to XXXX XXXX XXXX while I was under the impression that the house was being refinanced in both names. This is what my limited POA provided for. Although married to XXXX XXXX XXXX, the loan application completed by XXXX XXXX XXXX # XXXX, only completed Request for Transcript XXXX Return for XXXX XXXX. I was however required to produce my income information at some point in the process so it is quite apparent that he was married. This HUD to USAA mortgage is not recorded to secret the transaction. The Uniform Residential Loan Application indicated that the purpose of the loan was for cash out and it is represented that the loan amount is more than the expected refinance. Also, from what I can see XXXX XXXX has allotment from his military pension for the mortgage to be paid but the USAA mortgage statement indicates this is a reverse mortgage although he is not qualified and not age 62.
USAA 's Mortgage Loan Originator XXXX XXXX also known as XXXX XXXX has used her position at USAA to commit mortgage XXXX while a paramour with my husband. There is an improperly photocopied signature page with my name that he has been using for these kinds of transactions. The one I found has no date and a signature of a notary without any details of who this person is. Currently, our SC XXXX is indicating that it is owned by XXXX XXXX. This is mortgage XXXX. USAA has been uncooperative and obstructs my attempts to obtain any financial records including my own since XXXX. Because of the extra-marital affair as a measure of the influence of their administrative team, intentional harassment has occurred through various actions they have taken against me, which include denial of access to my own account and spontaneously change the manner in which I can make payments of auto loan and credit card accounts still in effect. Selectively, they have refused to take action against XXXX XXXX when this first started as he informed them what he was not going to do as it relates to the joint auto loan. What primary loan borrower can designate that to a creditor?
Additionally, about the same time, there's another mortgage equity loan on our XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Florida property that show 's XXXX XXXX '' mother as a co-borrower with SS # ending XXXX. His mother XXXX XXXX died XX/XX/XXXX, in XXXX, XXXX XXXX and I informed the XXXX XXXX probate court of her death XX/XX/XXXX when I found altered Will as well as a fraudulent Will.
|
| 08/31/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2018 I made a complaint against USAA because I felt like they did an inadequate investigation into a fraud claim I made. On XX/XX/2018, the bank called me back and somehow found me responsible after doing a " thorough '' investigation. I feel as if this decision was made because I made the first complaint. I've been trying to get this settled for almost the month long. I really thought the bank had its members best interest at heart but this shows me otherwise. They do not care about military members or veterans. I'm being told that because my pin was discovered and used that it's basically my fault that my account was robbed and I feel as though that is completely unfair. Every case isn't as black and white as these " rules '' in place and I've spoken with over 10 different people at USAA about this problem, all of whom agree that this is a situation that's out of my hands. I've only been able to to access my account once for about an hour in the last month. My money was stolen from my account as well in the amount of {$450.00}. I've explained time and time again how this has put my way below rock bottom because I needed my money to pay my last month of bills before I graduate. I feel like the bank isn't looking in the interest of the members when things like this come up and rather than looking at all the variables, it's down to a set of A or B rules. The bank is insured, I am not. My money is not insured and I thought the bank was my line of security against things like this. This is way I've filed a police report, called into the bank over and over. I've made claim after claim about this fraudulent activity. If I was responsible for this, I'm going through a lot to get myself caught I would say. It's at this time where I feel that my 8+ years as a member means nothing because I was even told by the fraud department that it would be best to just look for a new bank as this is a dead situation at this point. I never expected to go through something like this and it hurts me even more to know that this bank knows of my financial situation and how distraught I am at this time, yet they come back and tell me I'm responsible for XXXX of dollars worth of fraud on my account. I'm about to be homeless and I'm being told I can't even depend on my bank to have my back in trying times. At this point I have no idea what to do and I've gotten no help or insight from USAA. As I stated before, I haven't been able to access the account so I've been in the dark about this entire situation only to get told it's my fault. I'm just asking that someone who understands look over things. I'm not asking for XXXX of dollars back. I just want my account back in a normal status with my {$450.00} back. I've been more than cooperative with the bank throughout this entire process and yet I feel like I'm being treated as a criminal versus the victim.
|
| 06/28/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
USAA has been incorrectly reporting the balance of a prior loan on my credit report in the amount of {$8400.00}. They have been reporting the incorrect amount owed. Plenty of notices have been sent to them to dispute this issue and they have still not corrected this. Reporting false information, which in this case is misrepresenting the amount owed on a loan, a violation of FDCPA. Also, they translated that misinformation to a 1099-C. The loan balance that they have been reflecting on statements for over a year now is {$8300.00}. Filed a FDCPA complaint on XX/XX/2019 and received a response XX/XX/2019. In that response, they noted that XXXX XXXX spoke with me regarding this matter. That is incorrect. We spoke regarding a separate complaint regarding my credit card and trying to have the late fees waived. No one from USAA has reached out to me regarding this matter and they are falsifying communication records between them and myself with their last statement to the FDCPA for complaint # XXXX. I attempted to email XXXX XXXX on XX/XX/2019 as well as this evening.
USAA is continuing to report false information.
They changed my payment history on this account after three years on my XXXX report on XX/XX/2019. Also, my complaint submitted XX/XX/2019 # XXXX has inaccuracies in their response. Their representative XXXX XXXX did not contact me about two CFPB disputes. On XX/XX/2019 she contacted me solely about my closed credit card account and the dispute related to that account. This account and the corresponding dispute was not mentioned. Also, they advised to contact XXXX XXXX, but I have already tried on multiple occasions with no success.
On XX/XX/2019, XX/XX/2019 and XX/XX/2019 I emailed USAA to complain about XXXX XXXX reporting to the CFPB that she contacted me regarding the account when in fact she did not. They have yet to respond. The call that took place on XX/XX/2019 needs to be pulled so they can see that XXXX XXXX blatantly lied in her original response to the CFPB on XX/XX/2019. The email included XXXX XXXX, XXXX XXXX and XXXX XXXX. On XX/XX/2019 XXXX XXXX sent me a communication via the USAA application with his direct extension, XXXX. On XX/XX/2019 I responded asking for a good time to call. On XX/XX/2019 XXXX XXXX responded with his office hours. On XX/XX/2019 I called, left a voicemail, as well as sent a message via the application. On XX/XX/2019 I called, left another voicemail and sent another message via the application. On XX/XX/2019 XXXX XXXX responded that he was out of the office when I had contacted him previously and will return XX/XX/2019 at XXXX a.m. On XX/XX/2019 I sent a follow-up message on the application. On XX/XX/2019 I called, left a voicemail and sent another message on the application. Not once did I receive a call from XXXX XXXX or any other representative of USAA for this previous dispute.
|
| 10/10/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
I am writing to file a formal complaint against USAA Insurance regarding a persistent issue of overpayment that has persisted since XX/XX/2023. Despite my numerous attempts to address this matter with the bank, I have encountered significant challenges in resolving the issue to my satisfaction.
Since XX/XX/2023, I have consistently been overpaying for my USAA insurance, which has led to undue financial hardship and frustration. While I have engaged in communication with the bank to rectify this situation, I remain dissatisfied with the resolution process.
Specifically, I would like to bring to your attention the following grievances : Lack of Transparency : USAA Insurance failed to provide adequate
documentation explaining the reasons behind the overcharges. I received a refund check without accompanying documentation, leaving me in the dark regarding the details of the transaction.
Absence of Communication : The bank did not provide any alerts or notifications when the refund check was issued and mailed. This lack of communication has created uncertainty and frustration during the resolution process.
Tracking Information : USAA Insurance failed to furnish any tracking information for the refund check, raising concerns about the security of the transaction. In an age where accountability and security are paramount, this oversight is both unprofessional and irresponsible.
Multiple Overcharges : Beyond the insurance overpayment issue, I have also been subjected to unwarranted fees, overdraft charges, and transaction discrepancies by USAA Insurance. These additional concerns compound my frustration and erode my trust in the bank 's practices.
I believe it is imperative that financial institutions of USAA 's stature maintain the highest standards of professionalism and accountability. Therefore, I respectfully request the following actions : a ) Implementation of Documented Transactions : USAA should ensure that all financial transactions, especially those involving refunds or overpayments, are adequately documented, signed, and acknowledged by both the bank and the customer.
b ) Enhanced Tracking : The bank should institute a robust tracking mechanism for transactions involving checks, particularly for security and customer peace of mind.
c ) Comprehensive Evaluation : I strongly urge the Consumer Financial Protection Bureau to conduct a thorough evaluation of USAA Bank 's interactions with USAA Insurance 's, including its handling of overcharges, fees, overdrafts, and customer communications.
I appreciate your attention to this matter and kindly request that you investigate these grievances promptly. I hope that by addressing these concerns, we can contribute to the improvement of banking practices and ensure that customers are treated fairly and professionally.
Thank you for your assistance in resolving this matter.
|
| 09/17/2022 |
Yes |
- Debt collection
- Auto debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
|
|
USAA is a great company to do business with but due to their affiliation with the military would engage in tactics that I felt were unbefitting of a corporation operating on US domestic soil. In one case where my water pump on my XXXX XXXX went out I had to contact USAA who provided emergency roadside assistance for the car I financed thru them. What occurred was a subtle game of cat and mouse where USAA dispatched out a tow truck operator who was under the influence of XXXX to my car. He was so high he started to tweek my car thinking he could repair it and actually caused damage to a hose on my car. I was so naive to this that I allowed him to tow my car only to then get held XXXX by him and taken to his next job. What I didn't know was his boss was a young man who was the first generation born here in the United States while his parents were from XXXX. The young man was learning how to manage an employee that had a drug problem like me but unlike me didn't have a sense of danger or fear about hurting others and was happy to go all out and try and take a risk. I had to call another tow truck out and swap trucks in order to get the heck out of dodge. It is one of those examples of what it takes to serve and be a member with USAA.
In regards to my XXXX that I surrendered to them they sent some XXXX out to my house at XXXX XXXX to collect the car in the dead of the night. Not only did they not know how to tow the car ( they didn't bring a flatbed truck ) they more than likely caused damage to the car. Since the car was to be sold at auction this was a great way to get away with causing damages to a car that was actually in really good condition., Selling this at auction meant they could off-load the car fast and then place me on the line for the remainder part of the debt which was never posted to my XXXX.
I had no opportunity to dispute this debt, the amount owed, or find out my rights for the debt. I had just contracted XXXX and was dealing with a XXXX XXXX condition as well as trying to manage a XXXX XXXX XXXX to no avail. This caused me to leave my job and the stability that came with it causing me not to be able to find gainful employment after leaving XXXX as the only work I could find was that of part time work. It appeared that all my web traffic and search hits for jobs was that of part time work in order to keep me in the lifestyle that they felt I deserved to be in as I had applied to SSI as a result of leaving my job, needing to get medical insurance in order to cover my meds, and trying to figure out how to deal with public versus private insurance. My ignorance in navigating the system was compounded by the lack of social workers in the XXXX community as they did not have people available to assist with this transition and I had to privately fund this with my XXXX and as a result lost my entire life savings.
|
| 06/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
Existing USAA existing case number - XXXX Last conversation with USAA Office of CEO representative XXXX XXXX XXXX XXXX XXXX XX/XX/2022 On XX/XX/2022 I made a payment on my USAA XXXX XXXX Credit Card using the USAA app for my family 's weekly food budget of {$500.00}. I was travelling for work and this would give my family money to buy food while I was away. Over all the years I have had a USAA credit card, the payment would post the instant I made the payment. I have maintained the exact same external account for payments and I have never had a payment hold. In this case, AFTER I submitted payment I noticed it did not post even though my confirmation stated that the payment would deliver on XX/XX/2022. I called USAA to find out why, in this case, the payment did not post. I was told there can be holds placed on payments and they could not be removed for any exceptions. I do understand the need for a company to have a policy and I also understand this policy may have been stated in one of the many communications that are written by lawyers and sent to customers. This does not change that fact that I was told my money would be held for 8 days with no reason given for why it was determined to hold my payment this time. I am a working man with a family, managing daily expenses with a loss of access to my own money makes life extremely difficult and stressful. When I called to initiate a conversation I had to go through multiple calls to get in touch with someone who would talk to me. Once I did speak with someone I got a feeling that is exactly opposite of how USAA advertises itself. No one cared that the money being held was the money we budget for food. I do not think my XXXX & XXXX XXXX XXXX children are as concerned with large corporate policy over their food intake. My main complaints will be stated below...
1. Communication about the hold prior to submitting my payment in a manner that would be reasonable for a consumer to recognize and understand on a cell phone app would prevent these issues in the future 2. No exact reason given for why this decision was made in this case. Even though it has never happened to me in the past 3. USAA speaks very highly of itself as a consumer centric company and up to this point I have found that to be true. In this case, it only takes one bad decision to ruin a relationship. No one was willing to take responsibility or even try to provide a resolution. I kept hearing " we can't do anything ''. When dealing with peoples personal finances that is not a phrase that should be used.
I only wanted some help form a company that I have been loyal to for a long time. Although I am sure to be considered a small time customer, from my point of view I go out of my way to give USAA all my insurance business and I bank there also. I just wanted to hear that someone cared and we could find a solution.
|
| 01/20/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- High-pressure sales tactics
|
|
Web |
Servicemember |
|
I have an auto loan with USAA Federal Savings bank. The 2012 XXXX XXXX struck a deer last Friday. XXXX XXXX told me I had to let them tow my truck to XXXX XXXX in XXXX, KY, because the adjusters want to look at several vehicles at the same time. For cost savings. XXXX XXXX insurance contacted me with the results. They deemed my truck as a total loss. XXXX XXXX states in the email that I only have 2 days to send them my truck title. I asked the claims representative with XXXX XXXX, what the cost was for myself to buy back my truck. I was told that it would cost me XXXX to buy my truck back and it had XXXX in damages. That's impossible if you do the math. XXXX XXXX must have contacted my bank without my permission to get details on the current payoff of my vehicle loan. XXXX XXXX came up with the payoff value within 1 monthly payment. I also paid for " Better Car Replacement ''. XXXXXXXX XXXX basically figured out my loan payoff and ran the numbers to come out an estimated XXXX after they applied the better car replacement. They under valued the 1 year newer vehicle. and basically are ripping me off a several XXXX dollars. How can they say my current truck is valued at estimated XXXX with XXXX in damages then tell me I have to pay XXXX to buy it back. With the current vehicle value at estimated XXXX. The buy back cost should at an estimation of XXXX not XXXX the truck actually has about XXXX in damage. Its not totaled. Someone is taking advantage of me and my pristine truck with fully loaded. The next problem I am running into, is I found a replacement vehicle 2 years newer for sale a few XXXX cheaper than the XXXX model that was deemed total loss. XXXX XXXX claims representative told me on the phone that he would immediately contact usaa so that I could purchase the replacement vehicle without having XXXX trucks on my loan valuation. Meaning, the totaled truck that XXXX XXXX is supposed to be paying off would not show up on my credit report or cause a problem with the banks scoring of my new auto loan. I explained in detail with the loan officer. The loan officer at USAA did not consider that my total loss vehicle was being paid off, and pre approved a loan with over 17 % interest rate. USAA used the information that I provided to them, not to give me sound solid advice about how or what to do about financing a vehicle when I need a vehicle to drive since XXXX XXXX took my truck to salvage yard, but instead USAA decided to take advantage of my situation and is trying to rip me off with an outrageous interest rate and loan terms. They are predatory lenders. A fair interest rate would be at 6.9 % for 72 months if they where actually honest in anyway what soever. XXXX XXXX should pay off the full balance of the loan for the total loss vehicle, plus the difference in value for 1 year newer vehicle of the identicle make and model.
|
| 04/19/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
STATEMENT OF PROBLEM : We applied for a VA Mortgage Loan through USAA.com. We received a mortgage Pre-Approval letter from USAA. We sent an Offer to XXXX at XXXX XXXX XXXX XXXX XXXX, Mo XXXX, dated XXXX/XXXX/2016. We provided USAA with all the requested documents by the dead line XX/XX/2016.
XXXX/XXXX/2016 we received a loan estimate ( extension agreement ) to lock the interest rate since USAA were unable to get the title cleared by the original closing day XXXX/XXXX/2016. The processor during this time were XXXX ( XXXX ) XXXX ext XXXX.
XXXX/XXXX/2016 we received a voice message from XXXX XXXX XXXX # XXXX he is now our new processor for the loan. We were not provided details as to why XXXX XXXX were removed from the loan process. We were told our new closing date would be XXXX/XXXX/2016 as you know by now that did not happen either.
XXXX XXXX received a call from XXXX XXXX requesting another loan estimate ( extension agreement ) on XXXX/XXXX/2016 since USAA will not able to meet the closing date for XX/XX/2016. The title company is working on the payoff figures. Now they are requesting statement from XXXX TSP account which we provided. We now have a new closing date for XX/XX/2016.
We received a call from the title company XXXX XXXX XXXX on XXXX/XXXX/2016 advising not to show up for closing at XXXX because they have not received the closing package from the lender USAA. My wife spoke with XXXX on XXXX/XXXX/2016 and he did not inform her/us that the closing package has not been provided to the title company and closing we not be taking place as scheduled. He requested bank statement for 30 days which we provided.
XX/XX/2016 XXXX request proof of my wife XXXX for 30 days. XXXX only come out each quarter. We provided USAA with 30 day history of my wife XXXX
XXXX/XXXX/2016 Called XXXX at USAA to get a status updated for closing. We were told the underwriter now wanted an updated 30 day statements from my wife XXXX with her name and account number. My wife informed XXXX the website does not allow her to provide the account number from here retirement account but it will show her name and history transaction from XX/XX/2016 - XX/XX/2016.
XX/XX/2016 This is the last email we received from USAA rep XXXX XXXX From : XXXX, XXXX [ XXXX ] Sent : Monday, XXXX XXXX, 2016 XXXX To : XXXX Cc : XXXX Subject : RE : EXTERNAL : RE : XXXX Ma'am are you having trouble obtaining that statement? We need to get the final approval from underwriting in the next few minutes in order to close tomorrow. If we ca n't make a decision shortly, we 'll have to postpone closing again at the cost of another lock extension fee. Please advise.
XXXX XXXX XXXX, XXXX # XXXX | XXXX, USAA XXXX, Texas XXXX Office : XXXX ext XXXX | Fax : XXXX XXXX usaa.com | XXXX/usaa | XXXX/USAA If at anytime your needs or expectations are not being met please call XXXX ext. XXXX
|
| 01/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
This is a continuation of complaints XXXX and XXXX. After USAA froze my wife 's and my debit cards. I have repeatedly tried to get them to reinstate them. I submitted my passport, my wife 's passport, my wife 's XXXX XXXX card, and my military orders via the online account on XXXX XX/XX/2023. They received them. I followed via phone on XXXX XX/XX/2023 and the customer service agent informed me that they have everything that they need but he needed to transfer me to someone else who could reinstate my account. That person asked me a series of questions regarding my income, etc. and said she had everything that she needed and said that my cards would be active immediately. I asked again to make sure and she confirmed that they could be used immediately. I told my wife 10 minutes later and she tried to make a purchase and it was rejected. I tried to make a purchase on my debit card on XXXX XX/XX/2023 and it was also rejected.
I called USAA customer service again on XXXX XX/XX/2023 ( XXXX XX/XX/2023 where I was calling from -- I'm stationed in XXXX ). They informed me that the cards were still suspended. I asked why I was told they were reinstated and she had no answer. I asked her if the government documents were not enough and she did not answer the question other than to say other information is needed. I asked her what and she said income information for my spouse. I asked for documentation referencing law or regulation stating that she needs more than the government identification that I already provided and said they already sent a letter. I already received that letter but it provided no details and what she told me on the phone news to me about specifics. By the way, that letter was generated after my call on XXXX XX/XX/2023 and my submission of mine and my wife 's government identification documents but seems to have been backdated to XXXX XX/XX/2023 to appear as if I was informed prior to the freezing of our cards.
The agent claimed that we needed to go online and answer questions. I told her that my wife and I wasted enough time already dealing with this ( it's been almost four days and counting that our cards have been frozen ) and told her I was filing yet another complaint on CFPB. I also told her that I'm the only one with income in the family and gave the information about my income to the person I called on XXXX XXXX.
Following the phone call I submitted our taxes that we just filed showing our income and sources of income. I am eager to find out if USAA will reject that along with the identify documents we already submitted and claim that we still need to go on some portal. I am taking note of each call and will be exploring options for a civil suit since they are dictating what government documents and confirmation they will accept and how they will accept them, which has no basis in law or regulation.
|
| 10/07/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I am a USAA member. On XX/XX/22 I received a call from USAA ( or who I thought was USAA ) advising of fraud on my account. I was texted information to confirm with whom I was speaking to. The text said USAA and the process was identical to the actual fraud steps. When I had not received a new debit card as I was told, I called USAA XXXX and spoke with XXXX in the banking department. He confirmed USAA was sending me messages about address changes, log in 's being changed, security 2 step verification XXXX amongst other things. However, he could not assist me but advised he was sending a new card to my address. He then transferred me to XXXX in customer relations. She advised USAA had not contacted me since XXXXUSAA then restricted my account because of the fraud issue and would not give me any information. An Identity Theft report was sent to Fraud and I was advised to send my Drivers License to USAA.Com/verify.com so I could be authenticated if I needed access to my account. I was given a temp passcode and login information. XXXX advised once I sent in my license the team could authenticate me. That department was supposed to call me back in 24hrs. XXXX advised Fraud would contact me in 3-5 days. Who wants to wait while their account is compromised? These timeframes are horrible! In the meantime I continue to receive emails of changes occurring on my account including while speaking to XXXX also. Today since I had not heard from the Fraud department or verification I called back and was advised they could not help me because information they had is not the information I was giving. They could not authenticate me so I was encouraged to call back or send my license to verification. Due to the restriction on the account I had to speak to someone in fraud. I spoke with XXXX XXXX Finally someone heard the fact I could not authenticate MY information because it had been changed. No one else was listening when I explained ALL my information had been changed to the criminals information.There was no compassion to this ordeal. I have been a member with. USAA 16 years and I am highly disappointed with there service. I thank goodness for XXXX because she was compassionate, helpful, expressed empathy and sympathy. After finishing with XXXX she transferred me to XXXX in Online support to undue information entered by the criminals. With her help also, I was finally able to gain full access back into my account however, I still do not have a new bank card and it is not expected until Tuesday on expedited shipment. This process has been long and stressful and USAA was so aloof throughout and not willing to truly listen to the fact I could not be authenticated because all my information had been changed. This has been emotional and I am receiving text from my bills because my card was blocked. It did not seem like USAA was concerned at all.
|
| 10/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
For the last XXXX months I have been trying to shut down a joint savings account or to be removed from it.
I do not personally have all of the dates and records, however I know that every conversation I have had in the last 3 months has been recorded.
They have claimed that I could initiate removal even though I am not the primary account holder. I submitted that form while the account was still in a positive standing. I specifically asked the representative I was on the phone with what happens if my account drops into the negatives in the next XXXX business days since I am not in control for what the primary account holder does.
He told me that wont effect your removal because you initiated this request while still in a positive standing I called back several times sense then and they give me all different messages.
Finally a supervisor told me that that person who made this promise to me was incorrect and gave me misinformation.
Since then I have continued to try and close the account, but the account kept dipping into the negatives. A representative told me they would change the account to overdraft protection. She was a supervisor and she promised me that once this change was made to the account that the account would no longer have issues going into the negatives and then they could close the account.
Payments continue to be processed by loans that were not authorized by me. I asked them to stop payments on those loans. They did.
The merchant continued to push payments from other accounts. I keep having to dispute the charges which then make it impossible for me to close the account because there has to be no activity on the account for XXXX hours. They claim there is nothing they can do to protect me from these unwanted and unauthorized transactions from occurring in the future.
After being promised that my account had overdraft protection, another payment put my account into the negatives again. I called to request information, and was told that I could be reassured that this charge would be refunded to me within the day because of the overdraft protection. I asked this man to make note of it for me in my file just incase. He said he did.
Finally my account was in a positive standing so I went to close the account and they told me they were I unable to close the account due to another transaction that was not posted yet but to call back the next day once the payment was posted and I could close the account then.
I called back, but the account somehow dropped into the negatives again. I request to know why and they told me that there was no overdraft protection, even though I had been promised that there was.
Finally I requested they provide me all of the notes that were taken regarding this issue, and all of the recoded phone calls be provided to me.
This matter has been going on for 3 months
|
| 11/14/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
I co-signed a loan with my son in XXXX. He missed two payments earlier this year, but called and resolved the issue before the end of XXXX. He called them as soon as it became an issue and was told that they would work with him. While he did resolve the issue prior to XXXX, the company reflected a delinquency for XXXX on both my and my son 's credit reports. I am currently in the process of building a home, and the delinquency dropped my credit score by more than 110 points, jeopardizing my loan with the mortgage company, and I am now in danger of losing the home that I have been building for the past six months. I am scheduled to close on my home in XXXX, and if the negative information is not removed from my credit report only ( not my son 's ), I am in danger of losing my home.
The effects of this action on my credit score have been dire. I track my scores regularly, and when I checked them on XXXX XXXX and they were XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, and XXXX ( XXXX XXXX. When the mortgage company pulled my report on XXXX XXXX the scores had dropped to XXXX, XXXX, and XXXX respectively. As you can imagine, my mortgage company was concerned. This is the ONLY issue on my credit report that has caused my scores to drop, and it seems extreme.
Following are some relevant facts about the loan : 1. The car being financed is XXXX car with a value of about {$5000.00} that was purchased used.
2. My son took out the loan in XXXX, XXXX and XXXX was the ONLY month when he had late payments reported.
3. He only owes {$1800.00} on the car.
4. The account is now in good standing.
5. This is the only thing keeping me from being able to close on my home.
While I understand that co-signing on a loan does imply certain consequences, I feel like this particular consequence would be a bit unjust considering the circumstances. I did not act irresponsibly with this account, I did not personally miss any payments, and the account -- which I would have been responsible for paying if it had gone into default -- has been brought current.
I called the bank on XXXX/XXXX/XXXX and discussed the situation with four different customer services agents and a member of the Executive Review Team, and while every one I have spoken to has sympathized with my situation, said that they have no problems with the account as of now, and agreed that the negative information was not a fair representation of my credit worthiness, they said they did not have the proper authority to remove that information from my account. I feel that someone at that organization should be able to remove this information, given the relative minor nature of the offense, the fact that I did not commit it, and the fact that the delinquency is no longer an issue. My son called the company today to try to refinance the loan in his own name and they declined to do so.
|
| 07/06/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
The bank is USAA, I filed a dispute for unauthorized use of my checking account using my debit card. After calling and some correspondence with them we're still not able to come to a solution. At first when I called them I told them that {$200.00} was missing from my checking account. A few days later they gave me back my $ XXXX.Then when my direct deposit ( SSD ) came in 30dys later, USSA took the {$200.00} back without any explanation ( none that I recieved ). This left me with problems that I normally would not have for example, certain neg balance. Once again I corresponded with them. I disputed the unauthorized taking of my funds and they would not give me back my funds until the investigation was done. I after a couple of months I was finally afford the chance to see a deposit statement. This is when I realized that the day in question was in XX/XX/XXXXor XX/XX/XXXX and the money was taken out the same day in New York state. While I was in XXXX Florida. They still did not give me back the {$200.00} ( not even on a temporary basis ), while they investigated. They then came back at me that their analyst said that the decision stays the same. I explained to them took look at the XX/XX/XXXX statement that I couldn't have been in two places at the same time. They will look into it. After some time and after I wrote again via their web site. They wrote back to say that I was correct and wanted more time to investigate. By this time they should have found out already ( still no replacement of funds ). ( My question at this point ) they took too much time to resolve this issue? Anyway the next I heard from them was to explained that the {$200.00} from my checking account was taken out using my wife 's debit card. After arguing back and forth they something about she has to file fraud. I tell them it's my account not hers although she is authorized to take funds out. However, she did not take any funds out that day, ( I think she was admitted in the hospital that week ). Time went by XX/XX/XXXX to XX/XX/XXXX. Again they fail to resolve this issue in the legal time allotted. It is by this time I find out that my wife 's grandson ( no blood relation to me ) under 17 years of age was the one who took my funds without my knowledge. Mr XXXX from USAA wrote back to me stating that USAA will not give me my money back because I was the one who found out that my grandson took the money therefore it's a civil matter. But he is not my grandson, he is my wife 's grandson and it is my checking account not hers ( a situation that I have try to fix ) ( I never wanted a joint account only a extra debit card for the wife. I need answers and your help am I up the creek without a paddle, did I lose my money with no chance to get it back? Can they legally do this.And as Mr XXXX said I will not be getting any money from them. What CAN I DO?
|
| 01/18/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
In XX/XX/XXXX, I checked my credit to get a PPP loan for my XXXX XXXX because of Covid 19 and how it was affecting my finances. I had a {$100.00} negative USAA Credit Card balance that was listed as a charge off. So, I contacted USAA and they would not provide information. I followed up in XXXX, XXXX, XXXX, XXXX, and XXXX and escalated the situation because I just wanted it settled and off my credit report. I also filed disputes between XX/XX/XXXX and XX/XX/XXXX with the Credit Bureaus. The short story is USAA charged me {$100.00} of junk fees in XXXX and/or incorrectly charged fees and incorrect finance charges. I had much difficulty getting them to respond in writing so I began writing letters and emails ( see attachments ) with questions ; USAA answered NONE of my questions in writing and I paid them {$100.00} twice in XX/XX/XXXX in hopes of settling and making this bad mark go away on my credit report. After discussing this with an attorney, we researched and found XXXX. We think some of the rulings made in this case apply to our time period and apply to our USAA experiences from XXXX to XXXX. Last week on XX/XX/XXXX, I received a check from USAA for {$12.00} that " represents a refund for incorrectly charged fees and finance charges. This {$12.00} check from USAA to me proves that I did not owe them {$100.00} ; It also is evidence that their system knows they deceived me. We have other evidence that proves that they have had a negative impact on my credit scores from XXXX until today, XX/XX/XXXX. This has had a very negative impact on my ability to borrow money and get the credit I needed from XX/XX/XXXX until today. And, USAA played games with my credit and multiple changes with XXXX, XXXX, and XXXX ; So, USAA made inappropriate changes with the credit bureaus that I have tracked over the last 9 months. After reading XXXX, it is very obvious that I am a victim of their deceptions, illegal, and law breaking banking practices. Also, I filed multiple disputes with XXXX, XXXX, and XXXX. USAA lied and committed fraud and corruption with their responses to the disputes. USAA had systems and processes in place and they knew that I fit the XXXX and they did not notify me nor give me notice that they incorrectly charged me fees and finance charges of {$100.00} thus causing a SNOWBALL effect of irrepairable damages and harm to me, my credit scores, and my finances from XXXX to XXXX. In addition to the aforementioned, I went through identity theft in XXXX and XXXX. I had a cash balance in my USAA account and I had a CD. USAA never paid me back on my CD or my cash that I had in my USAA account. I chalked it up to the identity theft. But, looking back, and reading XXXX, they violated other sections of that settlement. I've succeeded in a rebound and overcome those issues despite USAA and their illegal, deceptive practices.
|
| 07/17/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
USAA is purposely charging excessive overdraft fees and trying to post transactions late so they can get more fees and have more money taken from me.
On XX/XX/XXXX, they charged me a {$29.00} overdraft fee because they said there were not sufficient funds for my XXXX debt amount of {$45.00} which was attempted on XX/XX/XXXX. A simple review of my account will show that I had sufficient funds but because they chose to charge me another {$58.00} in overdraft fees and not honor the government moratorium and the FDIC 's instruction to institutions to waive overdraft fees during the COVID-19 pandemic, their fees are causing me to go further in the hole. They also purposely changed their banking policy in XX/XX/XXXX so they can try and seize people 's stimulus checks. They sent letters via hard mail to me stating that all overdraft fees would be waived. Conveniently those letters were not uploaded to my account until I called in and they were only able to find the one from XXXX and didn't upload it until XX/XX/XXXX. In the past 3 weeks they have charged me SEVEN overdraft fees at {$29.00} and purposely use those to stack additional overdraft fees when I am in the negative because of fees they charged. I called in and they told me that the over draft fees should fall off ( get the recording from the rep ), then the rep said, wait no, the hardship was good through XX/XX/XXXX, but my letter says XX/XX/XXXX. AND they charged me overdraft fees for attempts made before the expiration of the hardship. USAA is a horrible company. I have sent numerous messages and they ignore me. I call and they put me on hold after I get put on a list for them to call me back. XXXX waived their overdraft fees, so did every other bank, but USAA is charging them on purpose and misleading people when they call in like me by telling me they should drop off and then when I call back I get someone else who says oh wait the hardship was until XX/XX/XXXX, which is not what the letter says. That is {$210.00}. Now I am overdrawn because of the overdraft fees and they are going to charge me another overdraft fee for being overdrawn because of their fees. I have struggled due to a significant income reduction because of COVID-19 and USAA has been unwilling to help, follow the federal moratorium like other banks, and adds the debits and credits in an order so that the account is overdrawn so they get more fees. They make sure they add their overdraft fees first so everything else is rejected and then charge more fees. They are a joke. They do not help military families. They are liars. Ask them how much they made on overdraft fees. I have letters from them telling me they are waiving overdraft fees they assessed last year because of an audit they did. Of course these letters are not saved to my account, but I have hard copies. They are sneeky and deceptive.
|
| 05/03/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My name is XXXX XXXX XXXX XXXX , and I am a XXXX XXXX XXXX veteran of the United States XXXX pursuant to XXXX XXXX in XXXX . Sadly I have written you about this very same issue most recently, and it is still not fixed and has become more ludicrous than ever. Today, XXXX XXXX 2017, I received yet more correspondence from the XXXX XXXX XXXX XXXX out of XXXX Alabama asking for a " fire declaration page-2nd notice. ". This agency is sub-contracted by USAA for Wind and Hail on my house. This is absurd considering this Monday or Tuesday, I received in the mail from USAA a co mplete and valid policy from the XXXX XXXX XXXX XXXX . So how can they possibly still require anything from me and why are they not going directly though USAA XXXX XXXX XXXX ? This makes the 7th correspondence I have received from the XXXX XXXX XXXX XXXX since XXXX XXXX 2017. I have contacted USAA cou ntless times about this to no avail. I contacted them again today and spoke to a XXXX . I told XXXX , USAA had XXXX options, get this fixed once and for all by Fri day ( whi ch I have no hope of occurring ) ; foreclose my mortgage as I really no longer care, and third I was going to write your organization again. This is sheer harassment plain and simple. Furthermore, it is odd I have had issues with one of the biggest players in Insurance, the Probate Judge of XXXX County Alabama XXXX XXXX , who has no formal legal training, and was the XXXX of XXXX for 12-years unt il had to step down for dubious reasons. Furthermore, XXXX XXXX has ties to former XXXX XXXX XXXX , who utilized law enforcement and other agencies to intimated citizens of Alabama. This letter from XXXX XXXX XXXX XXXX was signed by a XXXX XXXX XXXX , and did not include form they wanted me to sign. Furthermore, there are over XXXX veterans in this area. XXXX XXXX is a veteran and USAA is a veteran/service member bank. I do not know if there is any connection betwee n USAA, leadership, XXXX XXXX and XXXX XXXX but given all my issues this should more than likely be explored by the appropriate personnel or government agencies. I have had more issues with USAA of all di fferent sorts the last 3-4 ye ars than I have had since I joined when I was XXXX -y ears old and e nlisted in the XXXX . For reference, XXXX and XXXX County is one of the richest cities/ counties in the State of Alabama XXXX with alot of billionaires and multi-millionaires, which translates to a lot of influence.Thank you for any assistance in a advance. PS : In my subdivision of XXXX XXXX , most houses survived bot h Hurricane XXXX and XXXX with minimal damage, so really why the requirement for wind and hail or at least a significant discount?
|
| 08/07/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Filed a dispute on the charge against a company that didnt complete work for my home. The company submitted fraudulent documents and I have proof to show that. USAA never attempted to reach out to me during the investigation to verify documents or discuss the investigation. They immediately took the word of the company without even discussing it with their member. Now they have told me they wont do anything about it and it is up to me to deal with it directly with them and in court. USAA has scammed me out of money and is a horrible company to bank with. I would never recommend them to anyone. They have become so horrible and dont do anything to assist their customers. Someone from their member solutions team called me and said their investigations dont need to involve the member and its up to their discretion how they complete their investigation. It makes no sense that they wouldnt reach out to all parties and listen to all involved but thats the kind of company they have become.
On XX/XX/XXXX I hired XXXX XXXX XXXX XXXX to come out and diagnose and fix my washing machine. XXXX came out and diagnosed the issue as a lid lock issue. I agreed for him to complete the work to fix it. Once he did the work the washing machine still did not work. He told me it must actually be a drain pump issue and that he doesnt have any drain pumps with him and he would have to order it. XXXX never came back out to fix the machine. I have tried to call the company back multiple times and they never responded to me. I was charged {$340.00} for this work that was not completed. I then disputed the charge with USAA. USAA did their investigation and just now in XXXX Im finding out that they have accepted the charge and believe XXXX XXXX XXXX XXXX because they submitted documents to prove it. The documents they submitted however are falsified. They have fake signatures and dates on them as I have a copy of one with different signatures and no dates. XXXX XXXX lied about everything, wont contact me and USAA wont help me. They have told me they believe the other company over me and wouldnt review any documentation I had to submit. They told me I had to go to court or work it out directly with them even though the company does not speak with me.
The document that is all in black and white showing two signatures show the work was started and completed with the date of XX/XX/26. My receipt is the colored copy with only one signature on the started work line and no date. Neither of these are my signature at all. My signature look nothing like this to start with. And the third document is a screenshot showing I received a copy of this receipt on XXXX. Meaning the dates on their receipt are falsified because how could I receive a copy of the receipt on XXXX with one signature but their copy shows a signature and a date for XX/XX/26.
|
| 03/26/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Servicemember |
|
I received an inquiry to buy a camera I no longer wanted that was being sold through XXXX XXXX on WednesdayXXXX XXXX.
The individual, going by the name of XXXX XXXX/ XXXX XXXX , asked to process the transaction through XXXX after caliming the XXXX XXXX option wasn't working. I received an email, looking very authentic, from " XXXX '' stating the transaction had occured. I then received another email saying that they couldn't process it because my account had a limit of {$400.00} receivable. The total cost of the item was {$500.00} and the individual had sent {$570.00}, inlcuding shipping for over night delivery. It said that he would need to send additional funds to increase my limit to allow for the full amount. He then sent {$830.00}. I then received another " XXXX '' email saying they all the funds totaling {$1400.00} and were going to deposit those funds to my XXXX once i refunded him the {$830.00}. I went to go do that as the email instructed, through XXXX and my bank account.
I completed that transaction, having sent him the " refunded '' amount of {$830.00}. Only when i contacted my husband about it did he inform me I had been scammed.
The scammer then continued to contact me via XXXX XXXX saying his account had been debited twice for the {$830.00} and that I needed to refund him that additional amount inorder to have my whole funds released and that if I didn't it would be reported.
I immedietly contacted my bank, USAA, to attempt to stop the payment or dispute it to have the funds returned. They opened a fraud claim and said they would conclude their investigation in 3 days.
I also made a police report as well as contacting XXXX and forwarding on the emails sent to me by the scammer. I also reported the conversation to XXXX.
The evening of XX/XX/XXXX I received an electronic letter from USAA stating they had concluded their investigation and found no fraudulent activity. I called and the representative I spoke with informed me that they had contacted me at XXXX on the XXXX and spoke with me regarding the incident. No such phone call occured. I asked to appeal the decision and she stated she would start that and make notes that I was stating a scam, that I was asking for my funds returned, and that I wanted my claim reviewed again and I wanted to actually be contacted this time. She said the process will take 3 business days to conclude. I asked to be transfered to the dispute department to attempt to have my funds returned. She trasfered me but I never spoke to anyone as the line rang twice then stopped and was silent.
I'm awaiting further contact from USAA 's fraud department regarding this issue and the results of their so called investigation despite my having sent documentation of the emails and chat conversation between myself and the scammer as well as the police report.
|
| 12/11/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
My dad does his banking with USAA. He is a XXXX era veteran and is not tech savvy. He likes to use the voice line service to hear account balances and check transactions. He was able to use this service up until XX/XX/XXXX.
I help him with his online banking. I logged in and tried to enable the Quick Access for Voiceline, and was unsuccessful.
My dad is in another state, so I initiated a 3 way call to USAA to try to fix the problem.
Call was placed on XX/XX/XXXX and we spoke with XXXX - who authenticated my dad and got his permission to talk to me, and have me on the call. XXXX tried his best to help, but kept hitting road blocks. XXXX called the " security team '' and told us due to a fraud flag being on the account, my dad couldn't use the Quick Access for Voiceline. My dad asked why is the fraud flag there, and what can be done to remove it. After some checking, we were told an ACH charge was disputed in XXXX for {$24.00}, and that's why the account was figged.
My dad wanted to talk to a supervisor or the security team and was told there was nothing that can be done. XXXX eventually transferred us to a senior representative named XXXX. XXXX tried to help, but wasn't sure why my dad couldn't use the Quick Access Voiceline, and explained she'd have to call the security team.
By this point we have been on the call with USAA for over an hour. My parents are currently residing with my sister and her husband in another state. My brother in law had tried to help before my dad called me, and was unsuccessful after 30+ minutes on the phone with USAA . We have now spent over 90 minutes with no success, resolution, or answers.
My dad was so frustrated and stated he wants to remove funds from USAA. Although this can be done, it will take time since his military retirement and both parents ' SS checks are direct deposited into USAA.
No one could explain why my dad was was able to call in and enter a 4 digit pin prior to XX/XX/XXXX and obtain his balances, but now it couldn't be enabled.
My dad just called me today, XX/XX/XXXX and said he is blocked from checking his account online - with the help of my sister and brother in law. When they try to log in they get this message : For security reasons, your access to usaa.com is currently restricted. Call XXXX ( XXXX XXXX for assistance ( XXXX ) I called USAA again today, and asked if there was a department that handled customer complaints because we had been told there was nothing that could be done. I was told if we had asked to speak to the president of USAA, they would've routed us. I told him that we did not know the process or were told if we wanted to speak to the president of USAA.
My dad is frustrated and feels like he's being harassed when all he wants is to call and get his account balances, like he's been able to do in the past.
|
| 09/14/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I recently moved from XXXX to XXXX. I sold my house in XXXX and applied for a home loan with USAA, whom I prefer to do business with usually. However, the Loan Officer ( XXXX XXXX, NMLS ID XXXX ) they assigned to me appears to be incompetent and negligent in his duties. I am a licensed professional and was offered a job with an agency in XXXX doing contract work but I knew that lenders might not consider that form of employment when applying for a loan. I explained to Mr. XXXX that my new job would be a " W-9 '' position instead of a " W-2 '' position. He told me I would be okay to get a loan with that job as long as the employer provider a letter stating how much I would make working for them full-time. As a result, I accepted the job, sent him the letter, and completed the home loan application. He sent me a pre-approval letter on XX/XX/2020 in the amount of {$400000.00}. I contacted a real estate agent and started searching for homes. Then, about a week later, he called me to ask if my job was a " W-9 '' position and when I reminded him that it was, he stated that I was no longer qualified for a home loan of ANY amount. He told me I needed to find a W-2 job in order to get a home. I had to resign from my new W-9 job and find another a new job. After several weeks of applying, I was fortunate to be offered a " W-2 '' job with another agency. Unfortunately, the W-2 job paid significantly less than the W-9 job I had to resign from. As a result, Mr. XXXX informed me I was not approved for {$400000.00}. However, on XX/XX/2020 Mr. XXXX sent me two pre-approval letters, one in the amount of {$300000.00} and one in the amount of {$320000.00} ( with a {$20000.00} downpayment ). Additionally, he sent me another pre-approval letter on XX/XX/2020 for the amount of {$370000.00} with several other stipulations. However, later on the same day, he contacted me to ask me what the " third source of income '' I allegedly reported to him was in the amount of {$630.00} per month. I advised him that I never told him about a third source of income and he stated that he wouldn't have just written it down if I had not said it. When asked why he didn't ask me what the third source of income was AT THE TIME I allegedly said it, he could not answer me. Long story short, he has approved me for home loans FOUR different times and has then gone on to retract those offers all four times due to HIS mistakes. The emotional roller coaster he has put me and my family through is completely unforgivable. His actions and poor service are unprofessional, unacceptable, and negligent. I asked to speak to his supervisor and he directed me to his email signature. I called his supervisor ( XXXX XXXX, NMLS ID XXXX ) and of course, he did not answer his phone. I would be shocked if there were not more complaints against him already.
|
| 07/16/2020 |
Yes |
|
|
|
Web |
Servicemember |
|
I applied for a VA mortgage with USAA on XX/XX/2020. I am a XXXX XXXX XXXX veteran with a XXXX XXXX old. We were planning to move from XXXX, XXXX to XXXX, XXXX due to a recent job I had gotten after being laid off in XXXX when Covid-19 hit. We were due to close on XX/XX/2020 Everything was going well until about XX/XX/XXXX, when I had not heard anything from the USAA mortgage processing team for over 2 weeks and had not received word that the appraiser had been ordered. So, after calling and emailing the processor all morning, he quickly replied that he needed a different version of my XXXX because he never even got around to securing the Certificate of Eligibility ( COE ) necessary for him to even order the appraisal. After I sent him the XXXX, he failed to reply to my standards so I secured a COE on my own via the VA eBenefits website and sent it to him. He ordered the appraisal on XX/XX/XXXX ... one week before we were contractually set to close.
This processors name is XXXX XXXX, his senior is XXXX XXXX, and their manager is XXXX XXXX.
I did not hear back from XXXX or his team all week until about Friday morning XX/XX/2020 when XXXX said the appraiser would have his report turned in by that evening. This would allow us to close on the XXXX.
Monday morning, XX/XX/XXXX, I receive a call from my agent saying there has been no confirmation that the appraiser ever scheduled to appear on Friday. I call and email XXXX only to find out he is on " vacation '' until XX/XX/XXXX ... the day after we are due to close. I start proceeding to fix this issue with XXXX and XXXX who do not reply to over a dozen voicemails and emails from myself or my agent until Tuesday XX/XX/XXXX ... less than 24 hours when we are supposed to close.
XXXX and XXXX offer no timeline, no status updates, etc. Only that " they are working on it. '' I was not told that the closing date would change until the evening of XX/XX/XXXX ... 12 hours before we were supposed to close.
Now, my family is homeless. My wife and son sleep in a basement while I sleep on a floor or couch as we are told of more delays by USAA and the appraiser because " they technically have X amount of days to complete this document or that document ''. We have no idea where the process is or whether or not we will actually be able to close on the home if we are forced to extend with the sellers again.
USAA never secured a COE USAA never ordered the appraisal USAA never offered to house my family despite their fault of rendering us homeless USAA never said " We are sorry '' USAA has not updated me on the current status unless I reach out to them first.
USAA is not taking my mortgage seriously USAA is endangering my family 's welfare while allowing people to take vacations and days off after knowingly failing to uphold their end of the contract.
|
| 11/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
As a follow-up to my prior complaint, XXXX debit 2 {$400.00} charges from my account on XX/XX/XXXX. USAA asked me immediately if this is fraud. I said yes. After a several confusing phone calls with USAA, I was assured the matter was resolved. They deposited {$800.00} back into my account the next day as a provisional credit while they resolved the matter. Several days later, in fact on XX/XX/XXXX, USAA bizarrely withdrew the {$800.00} provisional credit. I called them immediately on like 2 hours sleep. I work all the time and I do not need this stress. Their representatives provided me conflicting and apparently ( from what I found out on later calls ) wholly inaccurate information - telling me that someone impersonated me and confirmed the charges were valid, then asking if my husband is running these charges ( mind you they were asking if he did this on my debit card which he does not have. Also he is not a gambler ). Then they said they can't fix this for 45 days and that no one will call me back after I requested to speak with someone else. Then I called back and I was told this would be fixed, that this was a 'bank error ' and someone would call me during the same business day. No one did. After bank closing, I realized this was not fixed, so I attempted to cover the {$800.00} taken from me by USAA by sending a XXXX deposit and then depositing a check - apparently that just does not work with them - they just bounced a check withdrawal on my account. They did this because they hold after-hour XXXX charges for days and they also put a bizarre hold on my check. I was then told I should not deposit a check from an account I have at another bank- this was news to me - that they can wholly refuse that - and they decided anyway to hold the funds for 10 days???!!! Why? They themselves present and get the funds like the next business day. They claim 'zero-liability ' policy for fraud- they have sucked up an enormous amount of my time, they have a bounced a check for less than the {$800.00} they took from my account on the XXXX that they acknowledge is an error, and they have insulted me on the telephone. They don't even care at all when I tell them I will report them YET AGAIN to your office. They just don't care about their customers, they don't care about veterans or their families, they are just harassing me over fraud they fully acknowledge is not my fault. I am disgusted and upset and I do not need this XXXX as I work 60 hours a week and I have to stop working to deal with their XXXX back office processes. All of these problems with USAA have started in the past 2 years - before that, they were fine. I am just beside myself. I absolutely am so upset that they can't stop hassling me and making my life XXXX over a fraud that they acknowledge is not my fault and over their own bank errors.
|
| 11/20/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Older American |
|
XXXX XXXX, 2021 My wife wrote check # XXXX from our USAA checking account to XXXX.
XXXX XXXX, 2021 I received notice via e-mail from USAA that the check was returned due to " improper endorsement ''. We are on the road so did not get to see email until XXXX XXXX, 2021 XXXX XXXX, 2021 I spoke to XXXX, who transferred me to the XXXX XXXX XXXX.
Talked to XXXX. She said the check would not go thru due to the improper endorsement and the size of the check. {$60000.00}. No real help was offered and her attitude was not helpful.
I called USAA back and talked to a representative, did not write down her name, she suggested a cashers check an offered to wave the fee. With her help we issued cashers check XXXX for {$60000.00}. The check has in the memo " XXXX XXXX # XXXX '' Now the fun begins : On XXXX XXXX, 2021 We check or account. ( Have a screen shot ) XXXX XXXX # XXXX XXXX XXXX XXXX Ret # XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Official Check Request XXXX my Bal. XXXX Cashers check was issued the evening of XXXX XXXX, 2021.
But check # XXXX was cleared XXXX XXXX, 2021.
No one can explain how with {$72000.00} in the account check # XXXX and the cashers check XXXX both were issued.
XXXX XXXX, 2021 my financial guy receives the cashers check from USAA. I tell him to hold on to it until I can figure out what to do next.
XXXX XXXX, 2021 I tried to get USAA to let me speak to a XXXX. Made a couple of requests. Was told someone would call be back before XXXX pm. Call never came.
XXXX XXXX, 2021 Spoke to XXXX # XXXX she did create a CASE # XXXX.
XXXX from USAA call me and give a long title. I asked if she was a USAA XXXX, she again gives me a long title. I asked again, simple question, are you a USAA manage? She hangs up.
Finally I get to a call center XXXX. XXXX XXXX. He was sympathetic to my problem. He tried to help but was limited in what he could do. We decided the best course of action was to have my financial guy use XXXX to overnight the check back to USAA. XXXX gave me the correct banking address.
I did express some concern returning the check fearing it might get " lost ''.
Cashers check was sent via XXXX the evening of XXXX XXXX, 2021.
( Have tracking number ) Check was signed for on XXXX XXXX, 2021 We call USAA every day. Probably a waste of time but trying to keep them focused on fixing this.
XXXX XXXX, 2021 USAA XXXX XXXX XXXX member XXXX says the check is officially missing and we need to wait XXXX days to get our {$60000.00} back.
I sent USAA, after some doing a .pdf showing the VOID'ed check with my USAA member number XXXX it.
XXXX XXXX, 2021 Received e-mail that " check was found '' ( my term ). Funds will be in my account in XXXX days.
XXXX XXXX, 2021 XXXX, will believe it when it happens.
Decided to file this complaint. This should have never happened.
|
| 01/23/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/2020 my USAA Visa card was used to make fraudulent transactions at XXXX ( XXXX XXXX for {$450.00} ) and XXXX XXXX ( Unknown Item for {$200.00} ). I have not used this card in years. After these purchaes were made, I received a fraud alert text from USAA. I called them and advised them I did not make these purchases, nor did I authorize my card to be used for these purchases. They instructed me to destroy the card immediately, which I did.
A few weeks later, USAA called me and told me that because I was later able to locate a USAA Visa credit card at my house, and the transaction appeared to be a " card present '' transaction, they were NOT going to classify these purchases as fraud. It is their premise that these purchases must have been made by myself or someone in my household.
They advised I file a police report and work with the retailers to obtain proof that these purchase were not made by me, someone in my household, or anyone I know.
Subsequently, I contacted both retailers and asked for their cooperation in acquiring transaction history as well as video surveillance and still photographers of the subject/s making the fraudulent transactions.
XXXX provided me with the transaction information as well as video and still photographs of the subject. It should be noted that the subject is neither a member of my household, nor anyone I or my wife know or recognize. The Security Manager at XXXX remembers the day this transaction occurred, as the subject also attempted to make a duplicate purchase with another one of my XXXX credit cards XXXX a XXXX XXXX card I also have not used in years ). That transaction was immediately flagged as fraudulent, and the subject fled the scene.
The XXXX store is also being very cooperative and I am still waiting for the security manager at XXXX to send me their transaction and video information.
It should be noted that XXXX XXXX immediately recognized these purchases as fraudulent, however USAA has thus far REFUSED to remove these fraudulent transactions from my Visa account, even AFTER I signed a sworn affidavit and emailed them the transaction history and photographic evidence provided by XXXX.
These are fraudulent transactions, and USAA is holding ME personally liable for these fraudulent charges In so doing, they are in direct violation of the FAIR CREDIT BILLING ACT ( FCBA ).
To date, I have submitted multiple disputes to USAA, and made multiple pleas with them via telephone. They remain steadfast in their refusal to remove these fraudulent charges from my account.
I am seeking the assistance of the CFPB in this matter, in the hopes USAA Federal Savings Bank can be held accountable for their refusal to comply with the FCBA. They are mandated by law to remove these charges from my credit.
Thank you for your assistance.
|
| 11/10/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with the interest rate
|
|
Web |
Servicemember |
|
To whom it may concern As a federally protected Consumer, I was uninformed on XX/XX/22 when I entered this consumer credit transaction with USAA. I WAS NEVER given any notice that I had a RIGHT TO RESCIND my contract which under the Consumer Credit Protection Act 15 USC 1635A which is a violation of MY CONSUMER RIGHTS. I also have attached my contract below that has a plethora of violations in it which makes it NULL AND VOID.
In my contract on the first page where you see 3 different charged amounts, my ANNUAL PERCENTAGE RATE and my FINANCE CHARGE are NUMERICALLY different which is a violation of FCPA 15 USC 1606A where it states that nominal annual percentage rate which will yield a sum equal to the amount of the finance charge when it is applied to the unpaid balances of the amount financed. This company is big enough to have lawyers who now the laws which means they willfully and knowingly violated me which is a violation of FCPA 15 USC 1611. Also, on the first page they have the different amounts that I owe which is very misleading and made it hard to comprehend what I actually owe. Also, when I went back and did the number seen on my contract my annual percentage wouldve cost me XXXX dollars but that doesnt add up with the XXXX XXXX that is presented to me in the last box with all the numbers added up that were shown on the contract the total price wouldve came out to XXXX. THATS XXXX XXXX DOLLARS over what was said to be the total amount I would have paid which violates FCPA 15 USC 1692E one again. Because those numbers are both false and misleading. On the FOURTH page of the contract under PRIVACY and NOTICE OF INFORMATION FURNASHING, I wasnt CLEARLY AND CONSPICOUSLY shown that I was giving USAA permission to use my CREDIT CARD ( SSN ) for their own personally ( TWICE ) use which means they used it without IMPLIED or APPARENT authority nor did them using my CREDIT CARD ( SSN ) benefit me at all.
Which is a violation of FCPA 15 USC 1602K and 15 USC 1602P. on the SIXTH page of the contract under INSURANCE they did not CLEARLY and CONSPICUOISLY present to me where they violated my rights under the FCPA 1605C where it STATES Charges or premiums for insurance, written in connection with any consumer credit transaction, against loss of or damage to property or against liability arising out of the ownership or use of property, shall be included in the finance charge unless a clear and specific statement in writing is furnished by the creditor to the person to whom the credit is extended. I AM THE ORIGINAL CREDITOR, and my credit was extended to USAA which means this is a violation. It is also a violation of FCPA 15 USC 1602K and 15 USC 1692E Because not only was it FALSE AND MISLEADING but it was written in small print which means it wasnt presented CLEARLY AND CONSPICUOIOSLY.
|
| 03/09/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
XX/XX/XXXX : I receive a call from the USAA fraud department regarding a run of suspicious transactions totaling almost {$800.00}. I report the purchases are not mine and I report my card in my possession. The purchases are refunded and replacement cards are mailed out. No further investigation is conducted on my end. I concluded my card had been cloned since the card was still in my possession.
XX/XX/XXXX : Nearly three months after the incident, my wife receives a call from a USAA fraud investigator. Given the time that has elapsed, she is confused about the call and suspects it is a spam call. She states her card is in her possession, not realizing the investigator is talking about the card that was replaced nearly three months ago. I speak to the investigator separately and he tells me he needs to deny this claim because the transactions were " chip-present '' transactions and we had both reported the cards in our possession. I tell the investigator this is news to me to and that I need a little more time to talk to my wife and figure out what happened. He tells me he needs to close the case but I can call USAA and speak to member services if anything new is discovered once I retrace my steps that day nearly three months prior. He advises me I can also request video footage from the day of the incident, however, since almost 3 months had passed since the time I reported the fraud, and the day the investigators called me to deny the claim, video footage was no longer available.
Upon speaking to my wife, we first realize these charges were to her physical card, not mine, despite the fact that USAA called me back in XXXX to ask about the suspicious activity and never spoke to her and asked if the card was in her possession. We retraced her steps that day and found she was at her office in XXXX XXXX most of the day. It would have been possible to lose it there. Again, nobody from USAA directly asked her if she had the card in her possession at the time the fraud claim was submitted, despite using it as a basis to deny the claim.
The fraud investigator should have offered more time to gather details from an incident that occurred nearly three months prior to his call. Instead, he said we could take or time to figure out what happened and then contact USAA again. However, this has proven impossible. I have tried to contact USAA about this claim 5 times since XXXX. Despite spending several hours on the phone with USAA, there is nothing else they can do for me at this time, despite our conclusion that my wife did not have the card in her possession at the time of the fraudulent charges. Her card was stolen on that day and she never realized it was missing because USAA called me about the suspicious activity when they should have called her because the charges were on her card.
|
| 01/25/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem when making payments
|
|
Web |
Servicemember |
|
I have a USAA Consumer loan that was set up for automatic payment ( {$440.00} a month ) from my XXXX XXXX checking account. The payment for XX/XX/XXXX was never taken out for payment. I was unaware that the payment was not made until USAA informed me around XX/XX/XXXX. The new total due was now {$890.00} and that the payment was considered late 30 days late. At the time I was informed of the delinquency I explained that I was currently dealing with the Veteran Affairs not paying me while I was currently in school. I knew I had a debt protection on the loan incase of loss of job or unforeseen circumstances. I explained I was waiting to be paid from the VA and that I just got a new job that I was set to start on XX/XX/XXXX. On XX/XX/XXXX I transferred {$500.00} from my XXXX XXXX checking to my USAA Checking account. When I checked to see if the money posted into my USAA checking account I find out my checking account was not showing up. I called USAA and they explained my account was charged off ( to which I didn't have any knowledge ). They said they could transfer me the money back to my XXXX XXXX account but it could take 15-20 days but I would only receive {$440.00} in return instead of the {$500.00}. Told me that I could only pay the loan using my XXXX XXXX checking account and not with my USAA savings account. Said to expect the money back in my XXXX XXXX account on XX/XX/XXXX. When I checked my XXXX XXXX checking account on the XXXX I didn't have the money back from them so I called to which they explained they could transfer it back to me. The girl I spoke with accidentally transferred {$440.00} from my XXXX XXXX checking into my USAA savings instead of transferring the money they owed me. Realizing what she had done she apologized and said she would transfer it back but I would only receive {$640.00} XXXX XX/XX/XXXX ) and have to wait a few business days ( XX/XX/XXXX ) for the remaining {$240.00}. After I received the money back I was now over 60 days past due and now the total increased to {$1300.00}. I was in communication and working with them consistently and unaware that they were in fact reporting me to the Credit Bureau for missed/late payments. This could have all been avoided if my checking account was not charged off without my knowledge. I called on XX/XX/XXXX to get a 14 day payoff amount and to setup payment for {$440.00} on XX/XX/XXXX. I later found out they waived late fees but then also cancelled my debt protection without my knowledge. A payment of {$1600.00} was made on XX/XX/XXXX to bring the account to current. I spoke with them about removing the reports made to the Credit Bureau to which they informed to fill out an online form and wait about 30 days then they would mail me a result. I was advised to submit a complaint by my credit specialist.
|
| 07/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
I WILL BE SUBMITTING THIS COMPLAINT TO XXXX, XXXX, AND USAA. THIS IS SO ALL PARTIES ARE AWARE AND HAVE MY PERMISSION TO RESOLVE THE ISSUE. It has been XXXX years and XXXX/XXXX have not properly investigated the problem they have requesting funds from my bank account. I have multiple XXXX accounts that have no issues receiving payments, so I thoroughly believe that the problem lies with XXXX. The problem is that the XXXX funds are held by XXXX, so they continue to blame each other. I had made a compromise four years ago in order to make my payments and have done so on time until XXXX changed their system. This permanently removed my account an ability to make the payment online. I do not receive a paper bill for this account. I have made payments over the phone, but those also get rejected by the XXXX system. I have asked to use my debit card as a form of payment, but they only allow that once. Most recently XXXX made a change in their system so I could have my bank account linked. I did so and made a payment. They claim my bank informed that I implemented a stop payment. I DID NOT.! This is the problem. The request NEVER MAKES IT TO MY BANK! The following is the response from USAA from XXXX. It indicates that their isn't a problem with my account and XXXXXXXX would not provide the documentation requsted to resolve the issue. Date of response : XX/XX/XXXX We are responding to the concerns about the USAA Federal Savings Bank ( FSB ) which you outlined in your correspondence to the Consumer Financial Protection Bureau, regarding XXXX debits from your checking account. Per our records, Petty Officer XXXX contacted us on XX/XX/XXXX, stating that the FSB rejected XXXX XXXX XXXX House debits from the checking account ending in XXXX. A Member Service Representative explained that there were no rejected debits in the recent account activity, and the matter was closed. On XX/XX/XXXX, you advised that the payments were returned between XX/XX/XXXX and XX/XX/XXXX, and your concerns were escalated for further review. XXXX XXXX, of our staff, conducted a thorough evaluation of the account history between XX/XX/XXXX and XX/XX/XXXX. She found no restrictions on the account that would cause returned payments, no non-sufficient funds fees indicative of returned payments, and no negative balance ; therefore, she concurred that there were no records of returned payments to XXXX XXXX. XXXX XXXX contacted XXXX XXXX to obtain supporting documentation from them for the alleged returned payments. XXXX XXXX, currently the FSB does not have enough information to pursue a resolution, as we are awaiting additional information and documentation from XXXX XXXX. If you have additional questions, XXXX XXXX remains available to assist you. Thank you for this opportunity to respond to your concerns.
|
| 11/30/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
I XXXX XXXX XXXX XXXX XXXX SAW YEARS AGO THAT SOMEBODY MADE/OPENED A C4EDIT CARD WITHOUT MY PERMISSION. TO MAKE TBHIS SHORT I S3NT A NORTERIZED, REHISTETED. AND MY LAW FIRM GAVE ME SECTION 609 AND 625 OF THE FAIR CTEDOT REPORTING AGENCY WHICH GOVES THEM 30 DAYS TO PROVE I SOGNED FOR CARD, WAS AWAIR OF CATD AND CHARGES MADE WITH MY SIGNATURE BIT ION ONE MONTH THEY TELEASED XXXX CASH TO A THIEF. THEY TRICKED ME AFYER GETTING BACK FROM INPATIENT XXXX PROGRAM WETE I WAS DURINHG THOS WHOLE SOTUATOON WHICH I S3NT TJEM PROOF. I SENT THEM DATES I WAS INPATIENT AND POLICE REPORTS AND CONYRACY OF SECYOON 609 AND 625 OF FCTA THAT GAVE THEM 30 DAYS. I GAVE THEM 3 MONTHS NOW WITH REGISTERED MAIL RECIEPTS AND NOTETIZED LETTETS. I ALSO SENT TO EACH CREDUT AGENCY BUT THEY PREFER ME TO HAVE TO PAY LAWYET TO SUE AND WHEN FOUND THEY WETE WRONG THEY COULD DELAY FOR YEARS. MY RETAINET WITH CHA LAW FIRM HAS XXXX DOLLAR RETAINET BUT THOS IS 4 YEARS IBTO THIS AND 7SAA HAS BROKEN LAW. MY LAWYER TOLD ME THAT WITH ALL THE INFO. FROM FCRA AND SECTION 609 AND 625 WERE NOT MET, O DO N'T NEED LAWYER. YHESE GUYS ARE SO AGAINST WAR HEROS IT MAKES ME SICK HOW THEY SAY THEY WORK FOR OUR 1 % OF AMERICA. I WAS IN XXXX, IN, XXXX AND XXXX. ALL WITH HONORABLE DISCHARGES AND HAVE DOD IS THAT BASOCALLY SAYS I AM IN MILITARY TILL DAY I XXXX BECAUSE OF 4 WATS, 25 MEDALS OF VALOR AND 8 SECTET MISDIONS THAT XXXX TOP XXXX. THIS COMPANY IS NOT BEING A LEGAL BANK. AFTER 30 DAYS OF MY REWUEST THEY SHOULD HAVE TAKEN OFF C5 EDIRT REPORY AND APOLOGIZED. I EVEN SRNT THEN LETTER FROM EENATPR IF THEY CAN BREAK THE LAW AND MAKE ME KOOSE EVERYTHING I WORKED FOR BECAUSE THEY ARE HARD HEADRD COMPANY THAT ALLREADY WROTE THOS THEFT OFF. THEY SAY THEY TALKED TO ME DURING THIS CASH WITHDRAW WHEN IN LICKED DOWN INPATIENT XXXX PROGRAM US JUST FUNNY AND DAD. THEY NEED TO DO WHAT FEDETAL PAW SAUS WITH ALL THE REGISTETED, NOTTERIZED, POLICE RSPORY AND LETYETS SHOWING I WAS IN INPATIENT PROHRAM. TJIS AS FRAUD AND THEY ALREADY WROTE OFF ON TAXES BUT STILL GIVING ME RTROUBLE. IF I TAKE MY LIFE SAVINGS AND THEY LOOSE AND HOLD MY MONEY FOR DIFFETENT WAYS THEY CAN HOLD MY CADH FOR YEARS UP9N YEARS. I WILL BLOW. ALL THEY NEED TO DO IS KNOW I SENT THEM 609 AND 625 MONTHS, AGO 3 TOMES AND TJEY JUST LAUFGJED AT ME BECAUSE 9F GRAMMAR FROM XXXX XXXX. THIS WAS FRAUD AND THEY ARE NOW BTEAKING FEDERAL LAW. I HOPE I DO N'T VECOME HOMELESD BECAUSE OF THIS BIG COMPANIES XXXX XXXX SAYS WE ATE MAKING BILLIPNS FOR. I MEAN HIS XXXX SPEECH SAYING VETS AND MILITARY ARE MAKING BANKING INDUSTRY UNTOUCHABLE. WELL HE WAS N'T XXXX IN XXXX AND XXXX AND IN AND XXXX. ALL I WO N'T IS XXXX XXXX XXXX TO GO BY FEDERAL LA3 AND TAKE THIS OFF C4RDIT JUST BECAUSE 9F 609 AND 625 I SENT.
GOD BLESS AMERICA AND IF I BECOME HOMELESS OVER C4EDIT F4AUD AND IT IS THIS BIG BANK? WOW.
|
| 08/05/2015 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
|
|
Web |
|
|
Three years ago, I opened a 36 month CD with USAA and a 36 month loan secured by my CD. The maturity date of the CD and the loan payoff date was XXXX XXXX, XXXX Per agreement, funds from the CD would be eligible for withdrawal on XXXX XXXX, 2015, with any remaining balance on the secured loan to be paid from the CD with any remaining balance after deposited into my USAA checking account.
On XXXX XXXX, 2015, I electronically signed into USAA to cash out the CD and pay the balance of the secured loan. Upon log-in, I discovered that USAA had already taken the loan payment from my USAA checking account, which resulted in an overdraft of appx. {$7700.00}. I then attempted to withdraw the funds from my CD to cover the overdraft, but the USAA system would not allow me to access my account.
Naturally, I called USAA and informed representatives of the situation, and I made the following requests : 1. I asked that USAA please RETURN the {$9500.00} they had TAKEN from my checking account and applied to the loan. USAA representatives could not ( or would not ) reverse the charge.
2. I then requested my CD funds be released and deposited into my checking account as to cover the overdrawn funds. USAA representatives could not ( or would not ) provide me access to my CD account or money in the account, although the CD had matured that day.
Moreover, USAA representatives agreed that my account was overdrawn in error and that the loan balance should have been paid with monies from the CD against which the loan was secured, and they were BAFFLED as to why I could not access my CD or withdraw the funds, but they had no suggestions or apparent means of resolve. I was a told that the money withdrawn from my checking account was a " systems '' issue and irreversible. I was also told not to " worry '' as the " system '' would return the overdrawn funds to my checking account by XXXX XXXX XXXX, minimizing the possibility of more overdrafts.
RESULTS:1. A negative checking account balance that could not be reversed by USAA nor covered by me, because USAA would not give back the {$10000.00} I had invested 36 months prior with the good faith understanding that I could withdraw the $ XXXX and accrued interest on the CDmaturity date of XXXX XXXX, 2015.
2. A secure loan DUE but NOT PAID because USAA had overdrawn my checking account and blocked my attempts to withdraw the CD funds that would have covered the overdraft and paid the loan amount due.
3. NON PAYMENT of four checks posted to my checking account that subsequently bounced, due to the overdraft CAUSED by USAA, and the REFUSAL on the part of USAA reps to reverse the overdraft that USAA made in error or give me access to the CD funds that were due to me that day. I will provide documentation with exact amounts and dates, if needed.
|
| 02/08/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Taking out the loan or lease
|
|
Web |
Older American, Servicemember |
|
XX/XX/XXXX I contacted USAA and asked for guidance. I was nearing the conclusion of the escrow for my home at XXXX., XXXX , CA XXXX. My home was under construction and nearing completion. My question was to a loan officer. I needed guidance as to what I could do to finish the back yard and other finishing construction needs once I closed on my home. I knew that I would have {$30000.00} in equity upon closing between the purchase price and the value of the house without the upgrades.
I was advised to take out a personal loan with the purpose of converting it into a Home Equity Loan after closing. I was concerned that the payment was high and told the loan officer that I could only carry that payment of over {$700.00} for two months at the most. I was assured that I would only be responsible for that payment for 30 days at most. After several days of consideration and discussion with knowledgeable friends, I consented to the arrangement on the condition the loan would be converted right after closing in XX/XX/XXXX
I closed on my home, activated the USAA loan as agreed, and called to convert it to an Equity Loan in XX/XX/XXXX per our agreed plan.
I was told nothing could be done at all because USAA 's technological system was being updated.
I called in XX/XX/XXXX and was told the system was being updated and nothing could be done.
I called in XX/XX/XXXX and was told the same thing.
I called in XX/XX/XXXX XXXX times and was told the same thing.
I called twice again in XX/XX/XXXX and was told the same thing.
I called three times in XX/XX/XXXX and was told the same thing.
I called multiple times in XX/XX/XXXX and was told the same thing.
I called in XX/XX/XXXX many times. The third or fourth call I was told USAA was not granting Equity Loans any longer.
I asked what other options I had, and was not guided in ANY way.
I called back in XX/XX/XXXX and was not guided or helped.
I called back in XX/XX/XXXX and was told to go to another institution. I was not guided as to what institution or what to ask for.
I called back in XXXX XXXX and was not given any options by USAA.
I called multiple times in XX/XX/XXXX and was just told to hurry up and find something.
I have requested someone from your office to contact me for help in finding a reasonable product. I have made this request in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have not heard from anyone in your office and it is XX/XX/XXXX.
USAA Banking knew from the beginning that I was seeking an equity loan not a personal loan with a monthly payment of over {$700.00}. An equity loan came with a monthly payment of {$350.00}. I was purposely put of with the objective on USAA 's part to keep me at the $ XXXX monthly payment when they knew from the beginning that I did NOT ask for or seek in any way a personal loan!
|
| 06/04/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I joined the XXXX XXXX XXXX in XXXX, directly after XXXX from high school, and XXXX later, in XXXX, I retired as a XXXX, after an hXXXX XXXX XXXX career.
As a banking client for 34-years, on XX/XX/XXXX, I received a " surprise '' letter from USAA Federal Savings Bank , informing me that " after careful evaluation, we're sorry to inform you that USAA Federal Savings Bank is exercising its right to no longer do banking business with you pursuant to our Depository Agreement. We are electing to close the following accounts XX/XX/XXXX : Checking account ending in XXXX Savings account ending in XXXX '' I immediately wrote to the bank requesting reconsideration along with the reason for closing my accounts. On XX/XX/XXXX, USAA responded as follows, " On XX/XX/XXXX, you were informed that your checking and savings accounts would be closed. According to the terms and conditions outlined in the Depository Agreement and Disclosures, " We may close your account at any time without advance notice. '' '' In their letter, USAA continued, " We're aware of your continued dissatisfaction with our decision ; however, our position remains unchanged. While we understand this is not the outcome you were seeking, we appreciate the opportunity to review the situation and explain our position. Please be advised that this is our final reply to you about this matter. '' In XX/XX/XXXX, I was informed by USAA that an unknown person was attempting to access my accounts. I informed the bank that I was a victim to identity theft and that my credit reports are currently frozen. Since my ID theft was active, I requested their assistance in identifying the individual trying to access my accounts. I was not provided with any information. Three months later, USAA notified me they were closing my accounts. I believe they have an obligation to protect my identity and as a result, they have failed me in this regard.
USAA never gave me any reason for which they elected to terminate my long-standing accounts, nor did they " explain their position '' other than this was their final reply. I did not break any laws with USAA, I did not misrepresent them, and I did not do anything to cause them and harm or tortious interference. In fact, over the years, I encouraged my military colleagues to join the bank and its associated entities.
After my XXXX XXXX career, I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Having my checking and savings accounts taken away from me has exacerbated my XXXX and every time I see the USAA Federal Savings Bank advertisement on the TV, my XXXX increases significantly. I can not fathom why USAA would terminate my relationship with them, especially after such a long relationship.
|
| 08/17/2017 |
Yes |
- Debt collection
- Credit card debt
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
Servicemember |
|
I have been receiving multiple calls a day on my home phone as well as on my cell phone, from morning to evening, from representatives of U.S.A.A. concerning an outstanding credit card debt of mines. The frequency of the calls has now become harassment. I started receiving frequent calls from this company months ago, I spoke with a representative from the company about my debt and explained that I was experiencing a financial hardship and would be making a small payment at that time, and that I would pay more on the debt as I was able to do so. I followed through with my promise to pay, but this did not stop the calls, within this last month I have been receiving multiple calls every three days ... non stop ( morning to night ). Even after making payments, the calls still keep coming. Two weeks ago I made a substantial payment and I made another substantial payment on Friday, XX/XX/XXXX. However, Monday morning, XX/XX/XXXX, I received another call from U.S.A.A. requesting another payment, and each time that I do speak with a representative from U.S.A.A. I feel as though I am being integrated about why I am unable to pay, as well as pressured and coerced into making a payment. I expressed to the representative that I had just spoken with someone concerning this matter three days ago and that I had spoke to several representative prior to that time, and that my situation had not changed within the past three days. The representative then told me that it is their policy at U.S.A.A. to call the consumer every three days to collect on the debt. On Monday, XX/XX/XXXX the U.S.A.A. representative even went as far as to ask me ... Why I could no longer make consistent payments? If I received unemployment? If I could borrow the money from a family member, when I explained to her that I was currently out of work. And she then followed up by telling me that if she was unemployed what she would do in order to make the payment, which I found to be very discourteous, offensive, humiliating and insulting. I then told her that I would make a payment on this coming Friday, XX/XX/XXXX for the entire amount, just to end the phone conversation because I was so upset at this point. Today, XX/XX/XXXX like, as promised by the representative on XXXX XXXX, I received another call from a U.S.A.A. representative concerning the same debt, who once again began to harass me and pressure me into paying, even after I stated to the representative on XXXX XXXX that I would be making the payment in full on XX/XX/XXXX. I have since borrowed the money as instructed by the representative on XXXX XXXX and I will be making the payment in full on XX/XX/XXXX if everything goes as planned. But meanwhile, I want the harassment to stop and I wish for all communication with U.S.A.A. to be by letter form only.
|
| 10/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Servicemember |
|
Automated " KYC '' Account Closure - no final warning given during pandemic while working out of State as an essential worker for Critical Infrastructure experiencing logistical issues due to quarantine, shutdowns, regulatory closures, supply chain issues, increased hold times, protests and other substantial factors.
Two accounts affected within USAA were a checking account, and a USAA branded XXXX Credit Card with a XXXX limit. Payment history is impeccable. Balance owed is XXXX and credit to debt ratio will be severely impacted by this adverse action taken by the automated closure process.
I am anticipating an increase from 53 % CDU to 82 % CDU being reported - and a potential damage to my financial reputation and credit worthiness / risk category that can and has been leveraged by this very institution to justify rate increases on all banking products as well as insurance via the complex sharing of consumer financials via XXXX XXXX, 3 Bureaus and XXXX/XXXX XXXX XXXX.
With several attempts made to reinstate and reconcile the account, the over-reliance of automated banking measures haven't made any allowances for these scenarios during COVID-19, and " the bank '' states numerously via various posturing mechanisms after reinforcing it's own protective narrative that they have made several attempts. They have 7 mechanisms for communication including text banking, in app notifications, phone calls, emails direct, emails indirect via secure messaging, in app chat notifications, and written correspondence. They alleged that they sent an email, and with an inbox flooded with marketing blasts, junk, and other bulk data, 42,500 emails were to be sorted while looking for equipment to return home from out of state during the pandemic ( Shortage of XXXX trailers and equipment, etc ). The bank has convieniently scripted a rebuttal for any potential grievance a customer may have for the ambiguous interpretation of the Patriot Act - now rebranded as the " Know your customer '' ( KYC Closures ) ''. While the banks are anticipating a repeat of 2008, they are positioning themselves to waive late fees and leverage people into higher interest categories by either reducing limits, driving up CDU % - or closing accounts entirely that do not meet certain desirable criteria. Investors have made a stand against the members of the institution, and a mechanism for account restoration needs to be implemented along with a final warning that will set off all available means of communication with the customer - with an account expiration date, and extenuating circumstance allowances made for people being impacted by the pandemic.
I hope that USAA will start to see the impact that their over-reliance on automation is having on the customers as they close long term members.
|
| 05/09/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, USAA sent me an offer for XXXX XXXX card with 0 % interest through XX/XX/XXXX. Email attached. I am a USAA member because my husband is a retired XXXX veteran and we have our vehicle insurance and our homeowner 's insurance through them. On XX/XX/XXXX I accepted the offer and clicked on the " apply now ''. It immediately took me to our USAA account and asked for my password & PIN then took me to the application where it had my husband 's name information pre-populated in the application and my name was only listed as able to check the box for authorized user. I completed the application and was approved for {$20000.00}. At the end of the application process it stated that whatever promotional offer I was receiving would be confirmed in my welcome packet. I got the welcome packet out of our mailbox on XX/XX/XXXX and activated both cards. I read the back for the CC agreement pricing schedule to verify my 0 % interest until XXXX. All it said was our interest rate was 15.15 %, so I initiated a " chat '' session online ( copy attached ) and requested they verify my promotional offer of no interest. I was told that the card offer was my husband 's and they had not offered him zero percent. Then they said it was not offered to me either. I offered to send them the email. I explained it came to my email, I clicked on it and it took me to our account. The only account we have with USAA that I pay our bill out of my bank account for the past 10+ years. Then they tried to say I have my own account separate from my husband. That is a lie - We have one auto policy and one homeowner 's policy etc. We ended the chat and my husband called USAA and spoke with XXXX who proceeded to tell us the same thing and that USAA would not honor the zero interest offer. I have a video of what happens when you click on the zero percent offer - how it takes me to my account and my husband 's name is already pre-populated in the application where I can not change it to my name. This is deceptive trade practice and bait & switch tactics. Predatory lending b/c had I not read the cc agreement pricing schedule and initiated the investigation about the interest rate, I would have charged a {$15000.00} XXXX in XXXX, thinking it was zero interest when it wasn't. They were very adamant that the zero percent interest was not my offer, etc. I have the email and the video of what happens when you click to apply. The chat operator, XXXX, stated she had filed a formal complaint on XX/XX/XXXX, but to date, we have heard nothing. I would like to submit the video of clicking on the offer and it taking me to my USAA account with my husbands name pre-populated in the application where I can not change it, but it will not let me upload the video due to size. Please let me know how I can submit it.
|
| 06/12/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
My husband and I were the victims of a scam. Someone called my husbands cell phone claiming to be a representative from USAA Bank which, at the time, was our primary banking institution. The individual posing as USAA requested that my husband verify certain pieces of his personal information in order that she could check to make sure he was eligible for {$10000.00} to be deposited into his account. To make a long story short, this individual was impersonating a USAA representative. They then proceeded to deposit fraudulent checks into several of our accounts to include my children 's dependent accounts and withdrew over {$6000.00} dollars from my husband 's account from an ATM machine all in one day which I feel is very strange. Shortly after all these transactions were made, we received an automated telephone call form USAA stating that they suspected fraudulent activity on our account and instructed us to call them. We called them and that 's when we were informed of the transactions. This was on XXXX XXXX 2015. Since that date, USAA has been very uncooperative with us. They have refused to give us information about how we can try to recoup the monies that were stolen from us. They have not even given us anything in writing explaining to us what our options are. Every time we call them in reference to this situation they say that we need to speak with someone in the fraud department and we have to hold for hours or are disconnected. It appears to me that they are deliberately treating us in this manner because we never had a problem with USAA until this incident. My most recent contact with them was today XXXX/XXXX/2015. I called to see if I could get some type of written documentation outlining the fact that our accounts were frozen due to this fraudulent activity which lead to my mortgage payment check being returned and incurring a fee and a 1 year penalty of not making any election payments. After I was transferred about XXXX times and was on hold for 1 hour, the representative told me, " USAA will not provide any information of the sort due to the fact that USAA has deemed that you are responsible for this series of events. '' I find it really hard to believe that as international bank that preys on the Military Community, ( we are a Military ), they could not give us any guidance or help with this potentially career threatening matter. My husband is and XXXX and I also work for the XXXX. We have both now been sent to a collections agency about the balances even after we have called to speak with their internal collection department to try and set up a payment plan for the over drawn accounts. This has been such a horrible situation and to have the door shut on us by a financial institution that I have been with for almost 10 years is very disheartening.
|
| 07/01/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I submitted a complaint to you around XXXX XXXX, but for whatever reason, I do n't think it made it to you as I have not yet received a confirmation email. This is what was submitted : There were XXXX unauthorized ACH withdrawals from my checking account this past XXXX XXXX and XXXX XXXX. I notified my bank after this first group of XXXX unauthorized withdrawals and told them to block any ACH withdrawals from this person. They assured me this was done and refunded my account the XXXX unauthorized ACH withdrawal amounts, without explaining how or why this happened. Thankfully, the amount of the first set of withdrawals was relatively small ( under {$300.00} ). This past month I noticed XXXX more unauthorized withdrawals ( totaling {$390.00} ) and after doing research, I found they were from the same individual as the XX/XX/XXXX/XX/XX/XXXX withdrawals. I again notified my bank on XXXX XXXX. On XXXX XXXX the last of the XXXX ACH withdrawals was refunded. I insisted on an explanation of how they allowed the same individual access to my checking account, after telling them never to allow this person access following the first occurrence in XX/XX/XXXX/XX/XX/XXXX. They said there was an " error '' made and that they assigned my checking account number as this individual 's MEMBER NUMBER and further explained to me, he used this MEMBER NUMBER to set up ACH withdrawals. They also explained their investigation concluded this individual was not committing fraud ( ref USAA response, XXXX XXXX, XXXX ) despite my complaint of fraud by this person. I wrote them back telling them they were totally at fault for assigning my account number as another individual 's " member number '' and this individual should be investigated further. I explained this individual was committing bank fraud because you can not set up ACH withdrawals with MEMBER NUMBERS, just routing and bank account numbers, and his NAME against my account number should have triggered a fault in the USAA bank security system, and should not have allowed processing of his ACH withdrawals against my account. I have asked many times for an explanation from USAA, only to get bits and pieces and excuses why this happened. Their bottom line solution was to advise me to open another account, which I did on my own anyway. I do not see how opening a new account assures bank account security within USAA, and want to know if USAA Federal Savings Bank can be held liable for damages and failure to provide security of bank funds. Additionally, I feel they are liable for these gross errors in assigning my bank account number ( and who knows how many others ) to another member and then processing ACH withdrawals under mismatched account numbers and account owner names. Attached is the history of my conversations with USAA bank.
|
| 10/03/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
|
|
I am executor of my mother 's estate. I requested to open estate savings account with USAA. I was mailed application from USAA to open this account. I completed the application following the printed directions on the application and sent it back to USAA digitally per USAA request. I then received a call telling me I had not completed one section of the application. I read the instructions on the application to the caller which clearly stated I was not to answer these questions and to skip to the next section ( which I had done ). I mistakenly assumed this resolved the issue until I received a letter about the same issue. I again called and this time spoke to " resolutions department '' about this issue. I was assured by the gentleman this matter would be resolved and the account would be opened " today ''. Unfortunately, I realized that was a lie when I received yet another letter about not opening the account because of the section I did not answer. Again I called USAA and after being on the phone for OVER XXXX MINUTES, I was finally transferred to a member of management. ( I was not transferred to management until I stated I would file a complaint the Federal Reserve ) When I explained this farce to him, he assured me the estate account would be opened " by XXXX EST and I will call you to confirm this ''. He was a man of his word ; the account was opened and he did call me back. It took WEEKS and HOURS on the phone to get this account opened because of the incompetence of USAA personnel. I was told repeatedly my calls could not be transferred to a member of management -- why?? Are the practices a USAA so " shady '' that these roadblocks are in place to frustrate their customers in hopes the customers will just give up trying to get issues resolved? Unfortunately, I am still dealing with issues regarding this estate account and have spents copious amounts of time on the phone trying to resolve these. I have been told repeatedly I can not speak with management. I have had respresentatives tell me they can not email me copies of forms I emailed to USAA. Because of all of the issues, I called USAA today to request to close out all of my USAA banks accounts. I requested to transfer the funds in the estate account to my checking account ( because I was told I could not close out the estate account until it had been opened for 30 days ) and was told it would take 5 DAYS for the funds to be transferred from my USAA estate account to my USAA checking account. Those funds were transferred via wire into the estate account on XXXX so there is no legitimate reason for this delay in the transfer. I was also told that my request to close out my accounts could not occur today and I would have to call back another day. WHY is USAA allowed to conduct business like this?
|
| 09/29/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
XX/XX/XXXX/XX/XX/2016 I was contacted by USAA treat unit who told me that my checking account had been compromised and they needed to add another level of security. I was alarmed and agreed. A few weeks later I was again contacted. This time they said that someone is trying to hack into my checking account ( this was around the XX/XX/2016. I responded please close my account. The person I was speaking with said she could n't do it but would transferring me to someone who could. After being transferred several types ( at least XXXX ) and without resolution I finally got someone who seemed to want to help She said she was also a veteran and would stay on until the issue was resolved. However, she too was passed along several type and finally she got to a person and demanded that this person close my account. Next she and the other person started arguing about who 's job it was to close accounts. This argument pursued as I was on the phone. finally the she said to me I 'll get this resolved for you and call you back. several weeks later after I had heard nothing from USAA. I received a statement that said that my account was overdrawn and I was responsible for XXXX dollars of overdraft fees. Again, I called USAA to inquire about what was going on and why was n't my account closed as I had requested weeks earlier. First I was told that there was nothing that could be done about this. ( with no explanation why ). I then escalated my concern to the CEO 's office where I was told that there was nothing that could be done but for me to pay the overdraft fees and then they would close the account. When I asked to speak to a manager. The person placed on hold and came back and said the manager " does n't want to speak with you ''. Frankly I was shocked. I 've been with USAA for over 20 years and never had a problem with their customer service. At this point I reached out to the corporate office where I spoke to a XXXX employee number XXXX. After I explained all that had occurred she said she would look into it and call me back. two weeks later after I heard nothing from she I received a letter from USAA basically saying that they are reporting me the credit companies. I called XXXX and left several voicemails and days later she returned my call and said that she had researched my complicated and there was NO documentation of my calls. And therefore I had to pay. Now like I said I 've been with USAA for years and they always document every call. I believe there is something funny going on with USAA since they initiated the concern in the first place. And now they even denie doing so. My major concern is them reporting me to the credit companies as I have a small business and a entry of this nature will serious hamper my ability to do business. PLEASE HELP!!
|
| 12/12/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2018 I attempted to submit a {$300.00} payment to USAA for my auto loan. But I received an error stating " Currently we are unable to process your payment due to a system error. Please submit this payment later. ( XXXX ) ''. I reached out to USAA online support directly after receiving the error and they stated " XXXX XXXX : Good to hear! I apologize you are unable to make a payment to your loan. We are currently experiencing technical difficulties. Our technical specialists are fully aware and are working aggressively to resolve the issue. I apologize for any inconvenience this has caused you. I do not have a timeframe of when this will be fixed, however, please check in within 1-2 hours to resubmit your payment ''. So the next day XX/XX/2018 I made a {$300.00} payment for my auto loan. On XX/XX/XXXX I checked my bank account and seen two withdrawals listed on my account history for XX/XX/XXXX and XX/XX/XXXX. I contacted USAA to make them aware of the situation and provided them my external bank records to show the multiple withdrawals of {$300.00}. USAA stated initially they didn't see the payment, But then stated that they could see it, but it did not post to my auto loan. USAA called my external bank ( XXXX Convenience XXXX with me on the phone to get the tracer number ( XXXX XXXX XXXX XXXX XXXX ) for the {$300.00}. I asked USAA for a provisional credit the say no and they also stated they could not reverse my auto loan payment because it would make my account delinquent. On XX/XX/2018 I filed a claim with my external bank for the {$300.00} and I was credited the next day. But USAA reversed my car payment making auto loan delinquent. I didn't know they reversed my auto loan payment until USAA called me Saturday XX/XX/2018 asking for payment. I was transferred to executive resolutions where they stated they don't know why it was reversed and should not have been reversed. XXXX with USAA 's executive resolutions said she reached out to the back office and they researching to see where the funds went. Also stated that I could not get my money back until they see which department it went too. On XX/XX/XXXX XXXX called from USAA stating they located the funds in a back ledger and they were being processed back to my auto loan backdated to XX/XX/XXXX. She said it would take 24-48 hours. On XX/XX/XXXX XXXX XXXX called stating that the back office is having trouble locating the funds and asked for a tracer number which i told her that its in their system because we called and got it previously. She quickly looked it up and seen the tracer number. She said she would forward the information for further research to the back office. I called USAA XX/XX/XXXX to ask about for a status update of the {$300.00} and was told they have no information.
|
| 08/02/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
The following incident occurred with USSA Federal Savings Bank : Wednesday XXXX XX/XX/2022, at XXXX, I logged into my USSA savings account to increase my daily limits for ATM withdrawals. I needed to pay a contractor that did construction work on my home and wanted to pay him first thing in the morning when he came by. When I made an attempt to withdraw funds, I was unable to. I called USAA and told them what I was trying to do. I was made aware that the increase in funds did not allow for an increase in ATM withdrawals, I was only allowed to withdraw {$610.00}. I made mention that I was unaware of that. The representative recommended that I make multiple attempts to withdraw what I needed. When I tried, I was immediately locked out of my account. I went home and got online, and I was locked out of reviewing my account online. Ii called back to inform USAA what happened and was advised to contact them the next morning. The next morning I contacted USAA and was told that my account was sent to the fraudulent department and would be locked for three days. I mentioned to them that it was not fraud and explained what I did. They said it wasn't anything they could do once it reached the fraud department. I asked them if I could speak with a supervisor and was told that there was no one else higher I could speak to. By my account being locked, I was unable to travel that weekend, plans that have been made weeks ago. Hotel reservations had to be canceled, I was unable to put gas in my vehicle, nor by any food for the house. Once I got through the weekend I called because it was day three. I was told my account was still being reviewed. I mentioned to them that my XXXX XXXX pay, my XXXX check, and my paycheck was just deposited, and I needed access to my funds. All I received was a sorry for your inconvenience. I have been humiliated because I have taken two personal days off work because I can not put gas in my car. I have canceled my doctor 's appointment with XXXX XXXX, which I have waited 6 months for an appointment. I have called every day and now it is day six and I have had services in my home turned off even after explaining what happened. Some agencies are working with me. I mentioned to USAA how this has affected me and that I have XXXX XXXX XXXX and my XXXX and XXXX has gotten the best of me. They continue to say, there is nothing they can do. The humiliation I feel is because I am begging them to release my money so that I can function. As soon as this ordeal is over, i am transferring everything to another account and will never do business with USAA again. They have horrible reviews and they supposed to support the Military, retirees and their families. They do not care about the financial turmoil I am currently in or my XXXX state.
|
| 07/05/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
The bank is USAA Federal Savings Bank. I have been a customer for over 12 years. The bank allowed access to my checking, savings, and insurance accounts. Within minutes someone had taken a little over {$800.00} out of my accounts. I received notification via email that my car insurance id was ready to access as well as a quote for car insurance. I had not called the bank to do these actions. So I then called the bank but could not access the automated information due to it not recognizing my zip code or other personal identifiers previously in place. When I spoke to a representative I was told the account would not have the changes take effect to the insurance and it seems as someone called in as me. I was travelling so I ended the call but attempted to check my mobile app to determine if my bank account was touched, I was able to access via the app at first and found that there had been transfers from my savings and another checking account into a main account at the bank that I had not authorized. I immediately called the bank back again and after a 30 minute wait to speak to a representative was disconnected during a transfer to security. I had to call back again and waited approximately 30 more minutes to speak to someone again. I advised them that I did not authorize any change, transfers, or withdrawals other than a gas purchase and food purchases not over {$10.00} and wanted to file an unauthorized access to the account. When I advised them that I was travelling for the holiday and I needed my funds, not to let anyone take the money they advised they would allow me to get to an ATM to withdrawal funds. However, my card did not work with the PIN and then I was told the money I saw minutes ago on the app was no longer there because of a XXXX Transfer. I had not authorized a XXXX transfer I had been on the phone within minutes of the unauthorized access due to the account alert from the insurance access. I was stranded during my travels and told it would take 3 - 5 business days before I could access the money or get anything back. USAA would only apologize even though their records show they provided unauthorized access ( they called it suspicious caller ) to my account. A representative made a comment after reading the notes in my account " Oh this is bad ''. They apparently sent a Power of Attorney to someone but I received no form in my email account, which the caller could not even provide the correct email address per the representative. I would like to request the notes on the account so I can read what actually happened. There is a Freedom of Information Act which should allow this. My paycheck will be deposited and I will not be able to access it all due to someone being provided access to my account over the phone and online.
|
| 03/09/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
My name is XXXX XXXX and I am writing to you with hopes that this is a topic that can further be invested and light can shine on the discrimination against business owners with a criminal background in the past.
I am co owner of a small business trucking company in Texas. My business partner ( also my significant other ) have started this business from the ground up. We are licensed by several governing bodies and growing. I mention this to lay the foundation of the steps it has taken to get to where we are.
My partner and I have been banking with USAA over 8 years. I have utilized their car insurance policy for over 10 years. In recent days we received notification that USAA has decided to no longer provide banking to him and has threatened to drop me as my insurance provider if I refuse to sign a letter of exclusion. They gave no reason as to why and after several phone calls- no one was able to give me answers.
Finally, XXXX representative was able to transfer me to the underwriter for the USAA auto insurance policy. Due to my partners criminal background. He WAS a felon and has done his time with the justice system over 7 years ago. NOW they decide to no longer do service with us ( even though they have been doing service with us for almost a decade ). When I asked to review this clause or stipulation, she said I wouldnt find XXXX. They have the power to make that decision ; regardless of the sacrifice his grandfathers have made and the promise they make to their military customers and loved ones. They can discriminate against anyone when ever they choose base on whatever background they may have had.
After reviewing this 'exclusion clause it would signify that should there be a car accident and our family is in it- everyone EXCEPT for him will be protected. How is that not discriminatory? What happened to a fair chance? Or the simple fact that his civil rights and mine are now being taken away and the bank is getting away with it?
The underwriter also said that it was a good thing we arent married because they would immediately terminate my coverage. Why is it their business who I marry? Why should a long standing member be clumped in with this discrimination? I am not paying for his auto policy. Why does the past of a successful business man matter?
I bring this to your attention with hopes that it can be investigated further- I do intend in seeking a civil rights lawyer to fight this injustice. I know many other families who have unfortunately been discriminated against for a past that no longer defines them or a past their loved ones have and it has directly affects them- like myself. Thank you for taking the time to read this. Please feel free to contact me if you have any questions.
Have a great day, XXXX XXXX XXXX
|
| 11/14/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XXXX XXXX, XXXX, I initiated a refinance application via the usaa.com with USAA. I have banked with USAA for approximately 10 years. I have all my banking and car/home insurance with USAA. I wanted to refinance my existing loan with XXXX XXXX to apply for greater discounts and to consolidate my credit card debt into my mortgage for a more manageable payment. I owe approximately {$86000.00} on my home and it was appraised by the contracted USAA appraiser for {$160000.00}. I was going to refinance for {$120000.00} which is 73.8 % of the value and well within the normal range to request a refinance. After spending over an hour on the phone with the Mortgage pre-qualification, I was emailed several documents to e-sign. I signed everything and was then handed off to XXXX XXXX on XXXX XXXX, XXXX.
For the following 18 days, I was repeatedly harassed with requests to provide narratives, documentation of income, and then more documentation supporting my narratives. I provided an unofficial transcript to prove my time taking classes 2 years ago, I was asked for my monthly income from 2 years ago, I was asked for a copy of a lease I had, on and on even questioning my daily commute to work, until I finally gave up and requested that the application cancelled on XXXX XXXX, XXXX. XXXX again ignored this request and assured me that the underwriters boss and his boss were now reviewing my loan application, but that they again needed additional income verification! I responded that if I had additional income that he/she would have known because I would have provided it several weeks ago at the initial request.
Towards the end of the 18 days of harassing gotcha inquiries and prior to requesting the application cancelled, I had requested of XXXX XXXX to refinance through HARP and each request was ignored like I had not even mentioned. I complied with every request for 18 days, until the " underwriter '' asked again for additional income verification! The requests were so ridiculous and frustrating that I can only assume the Mortgage division uses this tactic to underhandedly discriminate against single females without a dual income. I have a good credit rating, never been late on any payments and as mentioned, have {$82000.00} of equity in my home. I 've lived in my home for 10 years. I make over $ XXXX, which is more than enough to manage a {$120000.00} mortgage.
I refinanced my house through HARP to a XXXX mortgage in XXXX so I know the process to refinance is not as grueling as USAA 's mortgage division imposed. The refinance I did in XXXX was closed in a matter of weeks and NONE of my statements were scoured for dishonesty.
I have all of the supporting emails for my claim of gender and income discrimination in Mortgage Lending against USAA.
|
| 10/01/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
I sent an Affidavit of Truth/Affidavit of Response for cease and desist, with conditional terms. Correspondence was to be by phone and after the conversation a letter was to be sent to me about what we discussed, written information to be mailed about the outcome from the Affidavit. I mailed the certified letter XXXX to USAA Federal Savings Bank. This information is concerning consumer loan XXXX account. I notified USAA, no adverse action is to be taken while this dispute is being settled. USAA deceived me at the time of the transaction was made and the account was opened. There are laws to protect consumers, which USAA is not following. 12 CFR 1026 ( 1 ) General disclosure requirements. Also 15 USC 6802 ( b ) ( B ) I have to be givent he opportunity to OPT Out. I was not given this disclosure any disclosures to OPt Out. After knowing that USAA is not honoring the laws, codes, and regulations I want them to be held accountable. In the Affidavit, I requested the documentary evidence, books of account, 15 USC 44. USAA sent me a debt validation letter, knowing that is not what I asked for. I have a right to get this information and I am acting in good faith trying to clear this matter. The affidavit included a Billing Error Dispute. I mailed the coupon from the statement from USAA, which is a negotiable instrument UCC 3-104. That was for XX/XX/2022 payment I wrote on the coupon Pay to the order of without recourse, and signed the back of the coupon. UCC 3-603 Tender of payment can be used to satisy a debt. Also UCC 3-306 Claims to an instrument. UCC 3-301 Person Entitled to Enforce Instrument. USAA is ignoring these laws, codes and regulations. These are laws put in place to protect a consumer. I received a letter from XXXX XXXX ( Manager, Bank Advocacy ) USAA Federal Savings Bank. In her letter she states XXXX finalized the loan and the paperwork was sent to me. The manager, states as of XX/XX/2022 XXXX XXXX XXXX began making outbound calls to inform me of the past-due amount. Why would that department be calling on the due date XX/XX/2022 when the payment is not considered late until after XXXX? The dates are listed on the coupon each month. I can say XXXX did not call me and no message was left on my phone. Why are they not telling the truth? I did not request a VOD as XXXX stated I requested documentary evidence, books of account. XXXX stated my coupon was not an acceptable form of payment. She also states they did not violate any code, laws, or regulations regarding the account. XXXX XXXX XXXX verified XXXX verified that collection attempts made by XXXX were appropriate. I want to see how they verified this.
At the present I have mailed the Coupon for XX/XX/2022.
I am uploading a copy of Affidavit and the letter from XXXX XXXX
|
| 02/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
We were victims of an employment scam involving check fraud. The scammers sent a check for the total amount of {$3100.00}. via email. It was too deposit it into the bank account. I used my USAA account where the funds were available right away. Next they wanted me to transfer via XXXX some of the money to set up XXXX time tracker, to track my work at home. It all seemed legit. The XXXX app did not work. So they had me proceed to my bank ATM and take the {$2600.00} out and then put it into a bit coin ATM to their department. While at the ATM, I had complete XXXX different transactions to withdraw the {$2600.00}, which did not flag the fraud alert that is promised with banking with USAA.
Within XXXX minutes after depositing the check. I tried to log onto my USAA bank account and the account was locked, there was no notification from USAA and I called to find out why, and they had told me that the check I had deposited was a fake check.
I reported this to the XXXX, my report number is : XXXX. USAA never called me to tell me the check was fake, never sent me a notification to my account saying it was fake, they just locked me out of my account with XXXX communication.
I contacted the USAA fraud department and placed a report with them, they helped me to change all of my login information and passwords, just in case. They told me that there would be an investigation into the fraud. And I should send over any information I had, such as police reports and the XXXX number. During that week I assumed that the investigation into the fraud was being done by USAA. I sent over all the information I had via text and downloads onto the USAA site. During the first week, I contacted USAA several time and gave them my information all the time thinking an investigation was happening into the fraud.
On XX/XX/XXXX, I never received any communication about anything from USAA I see in my account that the check had bounced and I was to pay the full amount back. I called USAA and after being transferred XXXX times!! I spoke with someone in checking who said there is a fraud investigation and he does not have answers, he said at that time that he is not sure if we will be paying back the full amount, if we will need to pay part or none of it.
On XXXX XXXX, I talked with an USAA representative who said there was no fraud case happening, he did not have any information on it and that as of XX/XX/XXXX I owed the full amount back. I couldnt believe it, after submitting a case never getting any communication at all from USAA especially not even getting a phone call when the check was realized to be bad. I really couldnt believe this. We were given the run around by USAA for so long saying yes there was a fraud case in the matter, then suddenly there wasnt.
|
| 06/19/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Enclosed is a letter explainging dire urgency of issues. Around XXXX XXXX XXXX XXXX and myself were with USAA BANK and INSURANCE for CAR and RENTAL.
XXXX been a member for over 20 years. We had noticed large amounts of money missing from our checking accounts. We made several calls to USAA bank about the issues. USAA BANK was of little help.
In fact at one point they a USAA customer service person said that we should look at each other as the culprits. It was at that time, I decided to open up a seprete USAA checking account in my own name to monitor issues. And in next few weeks more and more money from accounts ended up missing. It was n't until around XXXX XXXX that we started get answers when a boyfriend of a friend came forward and told us that he knew his boyfriend had been using our information and cards and that he had several convictions against him for credit card fraud and being in caught possession with other peoples credit and or debit cards. The boyfriend of our friend who was doing this to us left a message for the boyfriend were he admitted using us and others and did n't care. He was also renting out his garage to well over 6 homeless or other people and taking their SSI checks. The person who had been stealing from us also had someone show up XXXX at our door which a neighbor saw this and called the police. As well he started many disturbances knowing that we were going to be filing a police report. The loss was greater than we could even imagine around end of XXXX it was around {$20000.00} plus. We also found out the person who had been getting into our accounts had an operation running credit cards from state to state. We knew very little if nothing about account tampering, credit card fraud or anything of the like, so XXXX XXXX called USAA to warn them of all that was going on and that the person doing this had got into our accounts and we were unclear of what they could do to any other accounts at USAA as we said we were just learning about dealing with this stuff. I was asleep when XXXX got USAA employee XXXX XXXX XXXX XXXX XXXX ) on phone. As he proceeded to tell her what was going on I could hear her shriek while waking me up and causing me to go into the other room, she said WHAT DO YOU WANT FROM US. Only she did not use those words. They were much more harsh. And proceeded to rant. It took quite a while for XXXX to explain our situation and that we were calling to let them know what was going on with our accounts and wanted warn them in case the person who done this could harm any other USAA customers with the information we had. After a while of going back and forth, she finally said for us to go to police station fill out a report and let them know what charges were not ours from checking account.
|
| 06/25/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
I have been going back and forth with USAA about this credit card debt since XXXX of XXXX. I originally mailed them documents ( Validation of Debt ) requesting them to provide evidence/proof of the original lawful contract signed in wet ink by both parties, myself and USAA FEDERAL SAVINGS BANK XXXX Up until this point, they have never been able to do this. I have sent many other documents to include an Affidavit of Truth stating violations from USAA FEDERAL SAVINGS BANK, I had submitted a CFPB complaint back in XXXX of XXXX, mailed an Affidavit of Non-compliance, Affidavit of Service, Notice of Fault, and my most recent correspondence was mailing a Notice of Default and Consent to Judgment. All of these documents have been certified mailed and received by USAA FEDERAL SAVINGS BANK and stand unrebutted in law. To date, I have yet to receive any type of proof/evidence of the lawful contract that proves I am obligated to pay the debt associated with this account. In my previous CFPB complaint, USAA FEDERAL SAVINGS BANK stated that verification of debt was sent to you on XX/XX/XXXX. The letter referenced in this statement was simply a copy of an account statement and did not provide/include any sort of LAWFUL contract. USAA FEDERAL SAVINGS BANK also stated within their reply that we confirmed the PII provided on your account application matched your data in consumer and credit databases, account transactions occurred within your geographic location, and regular payments were made from your USAA FSB deposit account. This statement along with the rest of the reply from my original CFPB complaint never stated or confirmed that they were ever able to provide to me the original, lawful contract. A lawful contract consists of 5 things : A valid offer, adequate consideration, valid acceptance, sound mind/Mental clarity, and a Meeting of the Minds along with a wet ink signature. USAA FEDERAL SAVINGS BANK continues to not and has not been able to provide any sort of document, piece of paper, that is inclusive of the 5 parts I just previously listed. A lawful contract does not even exist between USAA FEDERAL SAVINGS BANK and I because they never provided adequate consideration, as they were unable to provide anything of value because they have no lawful money in their bank/on their ledger. There was also no Meeting of the Minds and wet ink signature as I never met with the CEO of USAA FEDERAL SAVINGS BANK and signed an actual piece of paper/contract. Since USAA FEDERAL SAVINGS BANK has been unable to provide the original lawful contract, they are NOT the holder in due course and is not owed anything.
I continue to dispute this account as well and USAA FEDERAL SAVINGS BANK continues to report the account to the credit bureaus as delinquent
|
| 07/29/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
STATEMENT On or about XX/XX/XXXX, I used XXXX search to contact the XXXX, Nebraska County Treasurers Office to check on the current status on property taxes my wife and I own therein. I was connected with to the Treasurers Office but it was the section that dealt with automobile taxes. I returned to XXXX and added real estate to the search specifications and was connected to a official looking web site that requested the address of the property I was interested in obtaining information about, I entered the address and was informed there was a {$1.00} charge to obtain the information. The charge was not unusual, I had paid a small charge to download a property deed previously. I agreed to the charge and gave them my USAA XXXX card number. This is the only charge I agreed to.
After about 2 or 3 minutes, which seemed too long to me, the site presented a summary of the information they obtained. It contained facts about the house- rooms, square footage, etc., some of which were wrong ( I have owned the property for 42 years ) but had no current information on the XX/XX/XXXX taxes due in XX/XX/XXXX. This made me suspicious. The site encouraged me to download more information, including a picture of the house, but I declined. the site then wanted to know if I wanted to view other property or be interested in investing in other property. Now I was sure this was not getting me the data I needed and I closed the site. Unfortunately, I did not think to record the site URL.
I was suspicious enough to contact USAA a day later to check on my XXXX card charges but the {$1.00} charge I had agreed to was not posted. I regret I did not check again before I received my credit card billing showing a charge of {$1.00} made by XXXX on XX/XX/XXXX and also a charge of {$18.00} by the same the same entity on the same date. I complained to the credit card company, USAA-XXXX thru USAA Savings Bank, and they advised me to fill out a Transaction Dispute Form and mail it in. I did so on XX/XX/XXXX, I also filed Transaction Dispute Forms for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I cancelled my XXXX card because of the inaction of USAA Savings Bank. The bank has mailed me a new card but I have refused to Activate it because the bank is carrying over the fraudulent charges of XXXX to the new card.
I have recently received an e-mail from USAA Savings Bank that they are giving me Temporary Credit for the {$18.00} charge on my XX/XX/XXXX statement but warn that the problem is not yet resolved.
I recently checked on the account and found that the posting of the latest {$18.00} charge the changed posting date from XX/XX/XXXX to XX/XX/XXXX so that it would be included in any new billing. Looks like the bank is aiding the fraudulent claimant.
|
| 03/08/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
|
|
After 20 years with USAA, I am suing this piece of XXXX company for BAD FAITH, BREACH OF CONTRACT AND UNETHICAL BUSINESS PRACTICES.
Never late with any payments, never had any claims on any house or vehicle in 20 years.
Directed USAA to place my secondary car into " storage status '' in XX/XX/XXXX as it was replaced by my primary car.
This conversation was recorded by USAA. USAA continued to bill my auto policy at FULL COVERAGE for over 5 years until it was sold in XX/XX/XXXX. I asked for a refund due to USAA 's negligence to place the car into " storage status ''. They refuse.
After making no changes to my policy for years, I spoke with an agent in XX/XX/XXXX to drop a driver from my policy. During that recorded phone conversation, the agent persuaded me to drop the comp/collision of my son 's car and to either drop or reduce the comp/collision on my primary vehicle. I reluctantly complied due to the persistence of the agent, raising my deductible from {$500.00} to {$1000.00}.
Two weeks after being persuaded to make this change, my car was vandalized, causing nearly {$2500.00} worth of damage. I immediately provided the Sheriff 's report to USAA. The assigned agent directed me to either take the car to USAA 's preferred repair providers or to choose a repair shop closer to my home. The shops that USAA recommended have horrendous reviews, so I obtained four estimates from shops that have excellent ratings and reviews.
After repeatedly calling my assigned agent without being able to reach him and without any contact from USAA, I finally asked for a supervisor. The supervisor stated my claim had been closed.
The claim was reopened and the supervisor stated that I could not take the car to a shop of my choosing, contradicting what the agent directed me to do.
Due to USAA 's agent persuading me to change the comp/collision deductible two weeks prior to it being vandalized, I requested that the deductible either be reduced to the original {$500.00} or to waive it completely as the damage was through no fault of my own. USAA refuses to do either. I asked to escalate this issue to the Underwriters to have the deductible waived or reduced. The request was refused.
Three days after speaking with supervisor XXXX, I received a notice from USAA that my auto policy rates would be increasing because of the vandalism claim on my vehicle.
The horrendous customer " service '', refusal to investigate the overcharges related to my vehicle that should have been on " storage status '', the agent persuading me to change the comp/collision deductible, refusal to honor the original deductible or waive the deductible, and then raising my rates due to this vandalism incident are disgusting examples of how NOT to treat a long time customer.
|
| 02/13/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
Dispute started on XXXX XXXX, when a USAA employee refused to provide a copy of our auto insurance card to enable Dealership to expedite the issue of a loaner vehicle, since the recall repair will take longer than originally planned. The circumstances were explained to the individual named XXXX, and more than sufficient information was provided with more offered specific to my identity as the policyholder, i.e., full name, address, telephone number, year and make of vehicle in service and name of Dealership she can email a copy of the current insurance ID card. She refused and threatend to hang up while I try to continue to convince her of the situation. I asked to speak to a Manager she refused to connect me to one. The two employees at the counter were witnesses to my frustration with this XXXX with their unbelieving facial expressions and offered to speak to the employee.
Sent a written complaint to USAA, with copies to top level management including the CEO. No response, no apology. Instead, they placed a BLOCK on our USAA issued credit cards and an attempt to use one XXXX was declined. I cut the cards into pieces and trashed them. We also canceled our home and auto insurance policies, at which time also discovered that our collision coverage for the XX/XX/XXXX XXXX was deleted without our knowledge, without notice and disguised with a small decrease in total premium that insurance companies were doing due to less traffic and the pandemic.
I sent a detailed statement and a demand for a refund of two policy periods of overbilling and the unused prepaid portion of canceled auto policy. Also proposed that they use the credit and total refund owed to me and use that to pay the {$330.00} card balance and send me the remaining credit balance as a refund check.
As of this writing USAA have not taken any steps to resolve this issue. USAA continue bill me for the {$330.00} XXXX account with interests. When the bottom line is USAA owes us a refund of {$120.00}. should a basically knowledgeable accountant can make a bookkeeping entry of debiting the insurance account and crediting the XXXX account and refunding or billing the difference as applicable.
I also informed USAA to close all my accounts that have terminated our business relationship. They ignore this also, we continue to receive advertising and promotional offers on different subjects, such as retirement, financial management, use of credit cards. USAA marketing to the military and military community is not well organized and to me have a prevailing culture of incompetence in the organization with perceivable corruption at the very least in their insurance operations. These compounding issues have not been addressed by Management going on seven ( 7 ) months
|
| 03/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Servicemember |
|
On XX/XX/2023, USAA suddenly and without notice halted my ability to make mobile deposits to my checking and savings accounts. I've had accounts with USAA for more than 10 years and have consistently made deposits with little to no issues. When I tried to make this most recent deposit on XX/XX/XXXX, I received an automated message that said, " due to banking history, I could not make mobile deposits. '' When I called USAA on XX/XX/XXXX, I was told that because my XXXX son 's account ( which is linked to mine ; I opened it for him when he was a minor ) was subjected to XXXX fraudulent deposits in the amounts of {$25000.00} and {$10000.00}, that my account -- which is in no way accessible by anybody but me -- was therefore being penalized and barred from mobile deposits. Since USAA has no branches or ATMs that takes deposits, this makes my USAA account virtually useless to me. I spoke with XXXX USAA officials in member services and member resolutions over the course of XXXX day to try and get this situation rectified by either having my son 's account severed from mine ( so that I could resume normal banking activities on my accounts ) or by having the unfair penalty removed from my account ( so that I could resume mobile deposits ), but was told USAA could not help me. I am being wrongly penalized for fraud committed on my son 's account by a criminal because I believe USAA does not want to take accountability for the fact they were negligent in allowing the fraud to go forth in the first place. ( My son had called USAA to report the fraudulent deposits and the criminal activities on his account numerous times over the span of three-five days -- but USAA never stopped the fraud ; never stopped the fraudulent deposits ; never stopped the subsequent dozens of fraudulent cash withdrawals that occurred out-of-state. ) I should not be penalized for the actions of criminals on an account that is owned by my XXXX son, especially when USAA was negligent in halting the criminal activity in the first place. USAA also refuses to give full information about the status of the investigation into my son 's fraud complaint, so that when I call to try and resolve my current mobile deposit issue, or to sever my son 's account from mine, I'm told that USAA can not do that because my son 's account is undergoing a fraud investigation -- but then USAA will not provide clear information about the fraud investigation to either myself or my son. In other words, USAA is not only penalizing my accounts for criminal activity that affected my son 's account -- but USAA is also refusing to give information about the investigation of this criminal activity that could be used to clear up the issues with my accounts ( as well as my son 's account ).
|
| 01/11/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX I attempted to withdraw {$500.00} from an ATM. The ATM displayed an error and didn't distribute the funds. However, the {$500.00} had been taken from my account. I called the XXXX number on the ATM and drove immediately to the nearest XXXXXXXX XXXX location . The person at XXXX XXXX told me I would have to file a dispute with my bank for that transaction. So, I went home and filed the dispute immediately. In the meantime, I was credited the {$500.00} while the dispute was being reviewed. Six weeks later, I notice that my bank, USAA, took the {$500.00} back out ( XX/XX/XXXX. ) I called USAA on XX/XX/XXXX to ask why the funds were taken out and they stated that they received information from XXXXXXXX XXXX stating that no error had occurred. I asked my bank, USAA, to open up the dispute again and request VIDEO from the ATM to verify. On XX/XX/XXXX I filed a report with my local police department and they went to the bank to request video. On XX/XX/XXXX I also filed a complaint with the XXXX I have yet to hear back from my local PD. On XX/XX/XXXX I called USAA again and requested that they ask for video evidence and why my dispute hadn't been reopened. On XX/XX/XXXX I called USAA again and asked why a member of their dispute team hadn't called me back yet. At that point in time, I was informed that they reviewed my call from XX/XX/XXXX and that there was in fact an error at the ATM and that I would be getting my {$500.00} back in the next 1-2 days and that I would receive a call from a manager within XXXX hours to confirm this and provide written confirmation. On XX/XX/XXXX I hadn't heard back from USAA so I contacted them. Now, they're saying that there were no notes put in to reflect the refund of {$500.00} or the request for a manager call back. On XX/XX/XXXX I called XXXXXXXX XXXX again and they stated that to obtain video footage of this transaction as proof that I didn't receive my funds, USAA would be required to request a copy of said video. At that time, I called USAA and informed them that USAA would need to submit a request for a copy of the video footage. I was then informed that they would make a note of this and that I would hear back within XXXX hours. As of XX/XX/XXXX, I hadn't heard anything from USAA and called them. XXXX, the individual responsible for my case, wasn't available so the agent on the phone took my information and said that I would hear back from her or her boss today. ( This was the second time I'd asked to speak to her supervisor about the information I had received, the information I was trying to provide and the way this situation had been handled by this bank. ) As of XXXX on XX/XX/XXXX, I still have not received any type of communication from XXXX or her supervisor.
|
| 09/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I have an account with USAA bank and had a previous additional account holder. The additional account holder was removed ( or should have been removed from my account over a year ago. On XX/XX/2020 I was alerted that my account balance had been totally taken to XXXX. After contacting the bank, I was told there had been two transactions made by the previous account holder one for {$2400.00} and another for {$1100.00} transferring all funds that were in my account to an account he had just opened. I immediately told the representative this was unauthorized and to return my funds. I was told he was never removed from my account so there was nothing I could do about it. I asked to speak a supervisor and was given a lead. The lead repeated the same thing as the representative and I again requested a supervisor. A supervisor contacted me the next morning XX/XX/2020 stating that USAA made a mistake they located all the documentation ( it was misfiled ) to remove the previous account holder and my funds would be returned. A week later I still had not received my funds back so I called back and was told that it was determined that there was no fraud and the case was closed with the previous account holder still on the account although they found the documentation. After speaking to several people they apologized again removed him changed the address back to the correct address and sent it back to the fraud department to review and return my money to my account. I received a letter dated XX/XX/2020 stating once again that after review they determined the there was no fraud. This person was supposed to be removed from my account a year ago and was allowed to transfer over {$3500.00} from my account without my knowledge. I have filed numerous claims stating this transaction was unauthorized and am willing to file a police report if needed. The bank has admitted fault more than once but yet I am still fighting to get my money back based on bank error. I received a call on Tuesday from an advocate who stated he was handling my account and I would receive a call or email the next day to verify the totals of the amounts to be refunded into my account. It has been several days 2 months after the initial occurrence and I have not received an email or a telephone call. I have left messages on his extension and no one is calling me back. Can you imagine if someone took over {$3500.00} from you or your family how you would feel if no action was being taken on resolving the matter.
USAA has previously responded that they will respond within 30 days. My complaint with this forum was initially filed on XX/XX/2020 it is not XX/XX/2020 an still no resolution. I have been attempting to get my money refunded to my account since XX/XX/2020.
|
| 07/13/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
USAA partners with XXXX, an instant money transfer service. XXXX is advertised as being the safest way to transfer money because it is linked directly to your bank. However, it is a known danger as it is specifically requested by scam artists due to the speed and lack of protections from XXXX or the bank.
I was a victim of a scam to buy tickets, and {$400.00} was transferred to a scam artist on XX/XX/2019, via XXXX on my USAA mobile app. It was requested by the scammer, and I was unfamiliar with XXXX but knew it was touted to be safe because it went through USAA.
As soon as the transfer was completed, the scam artist turned the phone number off so it was no longer in service. I immediately called USAA and was told there are no protections and there is not a way to cancel the transfer.
I filed a dispute on XX/XX/2019, with USAA and was told quote " XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. '' After spending close to six hours on the phone with USAA this week, I was told I signed up with XXXX with fine print that said not to send money to people I did not know. I have decided to leave a bank I've had for years because of the trust I put in the bank to provide safe services via their mobile app.
I am filing this complaint because I feel consumers need to be made more aware of the ease in which scam artists are using XXXX. There is a false sense of security when you use your bank 's mobile app to enroll and use XXXX, and scammers know this. USAA even said they know it is a problem and have " made their members aware via a FAQ on their website. '' This is not enough. I believe banks that make XXXX available should send a physical letter letting them know the dangers associated with this service, especially since it is known by them to be an issue.
I am very disappointed in the lack of protections offered by banks when their customers use XXXX because of the false sense of security. If you can not trust your bank to protect you, then who can you trust? Maybe I should ask the scammer when I also ask him for my money back ...
I do not have any documents to upload because USAA refused to comply with my request for the documents. We've asked for the documentation used to deny my dispute as well as the terms and conditions I agreed to when signing up with XXXX. However, they refused to do so each time, despite the statement in my denial of dispute email that stated : " If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us ... '' Therefore, I have nothing to attach, unfortunately.
|
| 03/11/2017 |
Yes |
|
|
|
Web |
|
|
For many years, my former husband and I had insurance and a joint credit card with USAA Federal Savings Bank. We separated in XX/XX/XXXX. Prior to our separation, we never carried a balance of more than a XXXX dollars on our credit cards. During the separation, USAA required us to have SEPARATE accounts for our insurance -- so they knew we were separated. My former husband testified under oath that he had closed all joint accounts. Several months AFTER our divorce was final in XX/XX/XXXX, when I applying for a mortgage, I learned that the account was still active and had a balance of over {$9000.00}. ( I later learned that, after the divorce, my former husband had transferred that amount from another card in his own name. ) I wrote multiple letters to USAA, requesting information re this account and sent them copies of court documents re my former husbands statements. USAA refused to send me any information re this account.
Soon after that, USAA sent me statements for {$5000.00} -- -under a new account with a new account number and in my name alone! USAA had their agents calling me multiple times a day but continued to refuse to send me any information re the initial account or how they had come to assign me to a new account. I hired an attorney who filed subpoenas for all documents r/t both USAA accounts. USAA refused to comply with the subpoenas. They are based in XXXX and I lived in XXXX. They are a huge conglomerate and I am one individual. My attorney advised me to ignore their requests for payment. That amount went into collections and was eventually cancelled. The cancelled amount was then considered as income by the federal government and I was required to pay federal taxes on it. After many years, the notation re that account was removed from my credit history and, as it was prior to USAA 's unethical and possibly illegal practices, my credit was excellent. Since that time, I have disposed of most of the records r/t this issue. Although, if needed, I could contact the attorney who worked for me on the case.
Throughout this entire time, I kept my home and auto insurance with USAA. They never told me there was a problem or that I was considered a " restricted customer ''. I bought a car in XX/XX/XXXX and they were happy to insure it.
I am in the process of buying a new home and called USAA to get a homeowners policy. However, after 12 + years of being a good customer, they are telling me that they can not offer me any more insurance products -- -UNLESS I pay off the disputed balance of that USAA Savings Bank credit card. Considering the facts that that debt was written off and I had to pay federal taxes on that amount, I think that is ridiculous, unfair and poor business practice. I hope it is illegal.
|
| 02/03/2017 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
XX/XX/XXXX XXXX ( hereinafter XXXX ) receives XXXX debit cards and a welcome packet from USAA Savings Bank regular mail.
XX/XX/XXXX DWH receives a pre-approved XXXX with {$20000.00} limit in regular mail.
XX/XX/XXXX DWH recognizes that these financial products were not solicited by me and I call USAA to inform the company that I am not a customer and that I have never applied to USAA for any financial products. Moreover, in talking with XXXX at USAA I determine that a fraudster has used my name and personal information to open accounts at USAA and that I am a victim of identity theft.
XX/XX/XXXX DWH goes to XXXX Police Department to report that I was a victim of identity theft and XXXX begins a police report.
XX/XX/XXXX XXXX speaks with USAA employee XXXX, XXXX XXXX for USAA. Moreover, XXXX sends XXXX an email ( copy attached ) by and between this USAA employee and the XXXX Police Department stating " USAA is in agreement and has identified XXXX as a victim of identity theft, the fraudulent accounts opened in his name have all been closed and he will not be held liable for the accounts. '' XX/XX/XXXX DWH still receiving statements from a USAA secured checking account and XXXX sends a registered letter ( copy attached ) to USAA XXXX XXXX directing USAA to close any and all accounts that the fraudster opened using my identity and to stop reporting accounts on my personal credit history.
XX/XX/XXXX XXXX begins to receive USAA credit card bills ( copies attached ) on the credit card account that USAA employee XXXX indicated XXXX years earlier " have all been closed. '' XX/XX/XXXX XXXX runs all XXXX credit reports to check for erroneous activity. Moreover, the XXXX report ( copy attached ) shows that USAA inquired XX/XX/XXXX on my personal credit without a business purpose.
XX/XX/XXXX XXXX calls USAA and indicates that personal credit inquiries without a business purpose are illegal and that they have never had an account with me ; they had an account with a Fraudster. Moreover, I indicated that USAA is now harassing XXXX with billings, lates fee charges etc. on an account that was supposed to have been erased from my records. Finally, I indicate that if USAA does not send me in writing a statement saying that this credit card is closed and taken care of, I will file an official complaint with USAA Savings Bank 's financial regulator -- Office of the Controller of the Currency.
XX/XX/XXXX DWH contacts XXXX at XXXX of the Controller of the Currency consumer complaint department and she directs me to file with the Consumer Financial Protection Bureau.
XX/XX/XXXX XXXX files email complaint with Consumer Financial Protection Bureau supported by various PDF attachments that support the facts of the matter.
|
| 01/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Older American, Servicemember |
|
I have a credit card with USAA. I opened the account with a balance transfer and only intended to use the account to slowly pay off the balance without ever intending to use the card. After several years of payments, on XXXX XXXX XXXX XXXX XXXX XXXX XXXX appeared on my account that I never made. The charge was refunded on XXXX XXXX XXXX but since that date I have been charged purchase interest on that transaction every month.
My first call to USAA was in late XX/XX/XXXX to dispute the purchase interest. I told them I wanted a fraud investigation started and the purchase interest stopped. I was told that the only way to stop the purchase interest charges was to pay my balance in full. The account balance is several XXXX dollars. I told them that was unacceptable and ended the call. No further communcation was received from USAA.
Every call to USAA requires XXXX min to as much as XXXX hours to get through and be transferred several time until you can get the right dept.
On XX/XX/XXXX I called USAA and after XXXX or XXXX transfers, I was told that the member resolutions team 's computer was down and I would have to call back later.
On XXXX XXXX XXXX I called and after only XXXX minutes I got someone that understood the problem but she put me on hold and when she came back her microphone was garbled, then I went back to hold music, then garbled mic and suddenly I was back at the beginning and had to explain the problem again a person that then transferred me to the " stop payment dept '' where the prompt said the wait was XXXX min or longer. I hung up.
On XXXX XXXX XXXX I called and spoke to a woman that advised me a fraud claim was never filed, but she would start XXXX now. She refunded me XXXX month of purchase interest and promised me a letter would be sent to me in XXXX to 5 days stating the results of the claim. No letter was ever received.
On XXXX XXXX XXXX I called and after about an hour I spoke to XXXX XXXX in member resolutions. After another XXXX min on hold, she advised me that I would have to send a letter to USAA Credit Card XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She advised the letter had to all the details again.
On XX/XX/XXXX I sent the letter.
On XX/XX/XXXX I never received any reply but XXXX finance charges were reversed totalling {$25.00}.
On XX/XX/XXXX The purchase interest charge is still being added to the acct.
On XX/XX/XXXX USAA added XXXX charges totaling {$24.00} listed as " adjustment to account '' without any explanation.
Further statements in XX/XX/XXXX and XX/XX/XXXX show they are still charging purchase interest.
It is very apparent on my account because I don't use the card but this is probably happening to thousands of their customers without them even knowing!!!!
|
| 04/18/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I'm XXXX XXXX military and I use USAA as my primary bank. I made a purchase online on XX/XX/2021 for just under {$3800.00}. The company I ordered from pushed back my XXXX XXXX about once a month until they stopped responding to me around the end of XXXX. That's when I contacted USAA to dispute the charge on my card, since I never received what I ordered as well as was unable to contact the original company to request a refund. I was instructed that I was outside of the 90 day window to file a dispute through the app or over the phone, so I needed to physically mail an explanation including all supporting documents. I never heard anything back from USAA so I called them back in XXXX. Was instructed to mail everything a second time since they never received anything. I got distracted by XXXX and realized in XXXX that I never heard anything back from USAA again XXXX I was once again instructed to email the documents since that was the only option they had for me to start a dispute with them. After paying for priority mail with tracking they finally received my documents. A dispute was started, but it was shortly followed up with a request for the shipping dates I was expected to receive my merchandise ( I included this in the packet of documents I sent them ). I called and was instructed to send the requested documents electronically through their app. After getting confirmation that the documents were received, I began the month long wait to hear anything back from USAA. I received a document stating that because I never provided the requested information, they had no choice but to deny my dispute. I called USAA again, explained the situation, and was told to send the documents again while on the phone and the customer service lady would reopen my case. I would like to point out that it is impossible to contact anyone that makes the final decisions for disputes, I'm only given a mailing address as the contact method to reach said individuals. I received a document from USAA the same day the case was reopened, stating that the case was closed again due to a lack of information supporting my claim. After calling USAA today, and informing them that I am submitting a complain through the CFPB, I was told that the customer service representative can clearly see that I have sent the requested documents multiple times and that it must be " something in the system flagging my case '' and rejecting it. What's mindboggling to me is you can research the company I was scammed by and you can instantly find numerous other individuals that never received the products they ordered. This whole ordeal has convinced me that USAA 's policy is to frustrate it's members until they give up on their efforts to seek resolution.
|
| 06/06/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
I have a USAA Visa card .On XX/XX/XXXX XXXX arrived at my house and to treat my house for for termites. They asked for a credit card and i advised them i would pay by check because we have a hacking epidemic in America .I gave them the check for {$720.00}. They treated the house in a very unsatisfactory fashion. Several days later i called another local termite company and they showed up with a 5 ton truck loaded with chemicals under pressure vs. XXXX hand held squirt can. I now new soemthing was definitely wrong. I paid the 2nd contractor {$600.00}.
On XX/XX/XXXX i checked my credit card and found that XXXX had charged my credit card that i had never given them. I immediately called my credit card company USAA Visa and reported the fraud. If you google complints about XXXX you will find many complaints. One day later i was called by XXXX supervisor in XXXX and asked for an additional {$900.00} dollars. Yesterday i receivedfor $ XXXXI have emailed XXXX XXXX XXXX XXXX., phone # XXXX XXXX XXXX XXXX - XXXX. The articles on=btained on the google search will demonstrate this is how XXXX does business. In the last quarter of XXXX they were successfully sued for {$6.00} million dollars.
I filed a complaint with USAA and received a letter back ( XX/XX/XXXX ) that i had not provided enough information. During the process of filling the complaint out i was very thorough. Their computer system booted it back at me saying my info was too lengthy.
I then wrote a letter to XXXX XXXX CEO of USAA. He never replied. I received a call from XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( you must say '' extension to connect with her ) on behalf of the CEO. She was advised i never gave XXXX the credit card. She then called me back twice only for me to repeat " I never gave XXXX my credit card ''. She then advised i would be billed any way despite XXXX awful reputation i referred her to via XXXX. By then i had spoken to my banker and was advised that The Practice in Credit Act limited my liability to {$50.00}. I spoke with XXXX and she insisted i would ne billed. Not only did USAA bill me but charged interest 2 days ago. I never received a written explanation of their findings. Their first letter stated i had not provided enough information BUT THEIR WON SYSTEM DENIED THE EXTENSIVE REPORTING I HAD SUBMITTED.
USAA system is responsible for denying me.
In conclusion, i am trapped between 2 Goliaths. I want the {$480.00} charge by USAA removed ( Dispute # XXXX ) and XXXX should be investigated for fraud.Fraud in Florida is upon a person ageXXXX or greater is a 3rd degree FELONY. Should you want my phone number email and i will provide it. At age XXXX this has caused me a great deal of stress.
XXXX XXXX XXXX XXXX XXXX XXXX, Florida
|
| 09/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I made a purchase online at XXXX on XX/XX/18 and the merchants website glitched and charged 11 duplicates for the same product. I immediately emailed the company after I noticed all the charges in my bank app asking them to cancel the duplicates. They refused and said all sales are final and I couldnt receive a refund. I then called my bank USAA to dispute the charges and they issued temporary credits, looked into the transaction and agreed it was a glitch and said I wouldnt be responsible. A month later I got a notice from my bank that they were starting an investigation. USAA asked me to contact XXXX and ask for a refund again. The merchant didnt answer for a couple weeks and when they finally reached back to me they said they only received 6 chargebacks. They supplied me with a label and I shipped 6 of the products back on XX/XX/18 and they received them on XX/XX/18 and told me they accepted the chargeback. When I got back in contact with a dispute rep from USAA they told me to ask about the remaining orders. I then started getting emails saying the disputed cases did not end in my favor and were being closed and the initial temporary credits started reversing and I still didnt have the refund from the 6 accepted chargebacks. I called back to the dispute rep and she said it shouldnt be closed so she reopened the case and said she would contact the back office dispute team to stop the credits from reversing, look into the missing chargeback refunds, and contact the merchant XXXX for me since they were now ignoring my emails. We spoke last on XX/XX/18 and she said she would contact me again in a couple days. Since then all of the credits reversed totaling {$2300.00} out of my checking account, Ive called her extension every day for the past week and a half and havent gotten an answer even after leaving messages. I emailed XXXX and they confirmed the chargebacks were accepted and they said theyve done all they can and its up to my bank to finish the chargeback. Im now in a back and forth and Ive talked to 5 different reps at USAA at different levels who can only seem to make notes to my account and tell me to keep trying to call my assigned dispute rep or contact the merchant. No one can give me an answer on my chargeback status or when or even if I will receive my money back. My dispute rep started out great but has disappeared for 2 weeks now and seems to be ignoring/avoiding me. Ive been dealing with this for nearly 3 months now, product was shipped back a month and a half ago and accepted, and plenty of proof and all requested documents have been submitted to USAA. I dont know what else to do and I desperately need this money to pay my bills immediately. I authorized 1 purchase, not 12. Please help
|
| 09/03/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Every month I deposit {$2000.00} into my account at usaa which the check is written to me on a usaa account. Every month they only allow me to get XXXX then place a 10 business day hold on my account which causes me to not to be able to pay rent utilities and buy medicines and groceries. My rent is due on the XXXX and I XXXX XXXX dollars for wvery day that that XXXX dollar rent isn't paid. That's usually XXXX XXXX dollars extra in rent i have to pay because usaa will not allow me as a veteran on a fixed income to access my funds. I'm literally going broke and without electricity or water or food or meds every month now for 5 yes. They say it can not be released however 3 months ago I got so fed up with this XXXX I called 27 times until I was transfered to a manager by the name of XXXX and he.told me.that at anytime funds can be released with a simple push of a button or two and he stated that if ever I was denied my funds to know that the location I had reached that day that wouldn't allow it to be released is only using that method at that contact center to drive up profits by keeping the funds of depositors on hold. Today I reached a lady by the name of XXXX at extension XXXX she refused to give me the contact center address or number only her extension. She begins to tell me.her policy and.procesure of why it is right for her not not allow me to access funds I put I nto my account. I asked to speak to her manager and she just kept repeating policy. I asked her if she only gets a percentage of her pay or is she allowed to get her whole paycheck or is she gets enjoyment of causing me to be forced to pay extra on my rent resulting in no food no electricity or.meds etc..she said their policy was..
That's when I lost it after asking for her to transfer me.to her superior and her not doing so I advised her I would be making a complaint again she wanted to talk policy..
It seems the policy is as XXXX described. To make.profit off of deposits placed in ones account by holding those funds XXXX resulting in usaas customers, Veterans and services members, being forved to go without needs being met or in higher bills resilting.also in bounced payments from insufficient funds and.cause fees to accumulate. This is wrong in every sense of the way. Please help us and stop Usaa from holding funds XXXX and let the XXXX 's of these contact centers know we won't tolerate it. I asked XXXX if I could bring my children to her home for.food when we were unable to buy them.food she said to me of course not thats ur responsibility ... .I hung up the phone because obviously She is bought into the idea that profit is ok even if it means hurting those that fought for her right to be a XXXX XXXX. # releasethefunds
|
| 10/02/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
Dear CFPB, I called USAA to report the credit card they issued to me as lost or stolen on XX/XX/XXXX. I remember using this credit card on XX/XX/XXXX in XXXX. It was subsequently either stolen or lost. When I noticed my USAA credit card was missing on XX/XX/XXXX, I logged into my account online and noticed thousands of dollars of unauthorized purchases. I immediately reported the card as missing and reported a number of charges listed online as fraud. I was advised by the USAA representative to keep a close eye on my account. Accordingly, I did monitor the account. I called back at least once to report additional charges as fraudulent. These charges had all been made in the XX/XX/XXXX-XX/XX/XXXX period. However, some of these charges only posted to my account later a few days later. Ultimately, I am disputing 18 charges to my joint credit card account with my husband totalling {$3700.00}.
Initially, in XXXX, pending a fraud investigation, we were issued credit for these purchases. These charges re-appeared on our credit card account on XX/XX/XXXX after a fraud investigation was completed. However, I received no letter informing me of the conclusion of this investigation to either my USAA inbox, to my email account or to my regular mailing address ( to my knowledge, though it is possible that it was lost ). Despite speaking to USAA on XX/XX/XXXX ( approximately half an hour ), XX/XX/XXXX ( 36 minutes ), XX/XX/XXXX ( 17 minutes ), XX/XX/XXXX ( 32 minutes ), XX/XX/XXXX ( 37 minutes ), XX/XX/XXXX ( 35 minutes ) and today on XX/XX/XXXX ( 20 minutes and 26 minutes ) about these charges specifically, no USAA representative has been able to resolve this dispute, or even tell me what steps I should take to help resolve this dispute. In the meantime, we continue to carry nearly {$4000.00} of debt on our credit card that was the result of a XXXX claim that we continue to dispute until the present day.
I should acknowledge that I have received one phone call back from an XXXX in the USAA credit card fraud department on XX/XX/2018. This individual left a phone message ( I have it saved ) instructing me to return her call at a general number ( XXXX ). Despite two attempts ( one today and one on XX/XX/XXXX ), I could not reach her or anyone authorised to discuss my case when trying this number. Today, on XX/XX/XXXX, I called the senior dispute resolution team one last time to see whether they could do anything before submitting this complaint.
Over four months have elapsed since I reported these investigations to USAA and I am extremely frustrated that they have not been able to resolve this, much less provide me with any indication of what is being done to resolve my complaint.
Sincerely, XXXX XXXX
|
| 12/16/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
During XX/XX/2019, I mailed a monthly payment check to USAA Bank towards my USAA RV loan ( ending in XXXX ). I mailed a personal check on time for the payment amount of {$180.00}. Unfortunately the payment amount was actually {$180.00}. I was inadvertently XXXX cents short on my check. As a result, USAA issued me a 30- day late payment to the three major credit bureaus. After lengthy telephone calls and written requests for forgiveness to USAA representatives, USAA was adamant that the damage that they did to my credit was justified on their part due to my past XXXX cent payment mistake.
I was so frustrated with USAA reducing my FICO score over 50 points for a XXXX cent mistake on my part I immediately sold my RV and paid off the USAA RV loan.That was my first step to permanently end my banking relationship with USAA ( I have been associate with USAA since I was XXXX years old. I'm in my XXXX 's now ).
Only after I filed my original ( first ) complaint during XX/XX/2019 with this Federal agency, which is a consumer protection watchdog over banks, did USAA CEO 's office finally agree to remove the related 30 XXXXday late from my credit history with the 3 major credit reporting agencies. They agreed that their actions against me were frivolous ( USAA 's notification of their 30 day late adverse action reversal/correction on file ). As a result, both XXXX and XXXX removed the 30 XXXXday late from my credit reports, via USAA 's update to them. However, based on my telephonic discussions with XXXX XXXX, they were allegedly never notified by USAA to remove the 30 XXXXday late payment from my credit history.
As a result. during XX/XX/2019, I finally place an investigation request with XXXX XXXX to remove USAA 's 30- day late mark on my credit report. The same 30- day late that USAA originally agreed to remove. In response to XXXX XXXXXXXX XXXX investigation, USAA decided to instead reissue their XX/XX/2019 30- day late RV loan payment to the 3 major credit reporting agencies.
I can't express enough my frustration with USAA 's unprofessionalism. As a result of USAA 's reissuance of a 30- day late for my frivolous XXXX cent RV loan payment mistake, I have been declined a mortgage refi loan due to XXXX and XXXX reducing my FICO score approximately 50 points ; due to USAA 's 30 day late payment reissuance notification ( My XXXX XXXX score remained the same ).
To any potential consumers who wants to bank with USAA, I would strongly discourage any banking relationship with USAA ; via my personal adverse experience with them. I have always had positive consumer banking relationships with XXXX XXXX XXXX XXXX and XXXX XXXX. I would instead recommend those two financial institutions for loans
|
| 12/06/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Good Morning XXXX XXXX and Gentleman : For the first time in my XXXX years of life I have had to file FTC complaints for the three subjects noted above which have each occurred to me in the past 2 weeks. The FTC File numbers are as follows : Identify Theft : XXXX - Unauthorized Debit Card usage by an unknown party in XXXX XXXX, CA. and investigated ( concluded to my satisfaction by XXXX XXXX XXXX ).
Internet Wi-Fi Scam and Phishing : XXXX - Wi-Fi lock-up of 3 personal laptop computers through our XXXX XXXX ( they are without fault as the line is password secured ) and a phone number to contact on the screen ( internet access denied ). I called and they claimed they were not XXXX but were an affiliate with XXXX certified technicians. I have informed XXXX of same. They wanted {$990.00} to free up the internet service. Company name ( probably bogus ) was XXXX XXXX. Collection of funds company name XXXX. This saga continues as they have utilized various means via e-mail, phone and using XXXX messaging with subsequent phone scam, to get me to use the word " YES '', I have not! The most recent contact was yesterday afternoon ( XXXX related phone scam ) at XXXX XXXX CST. I have informed XXXX and closed my account. Unfortunately, any one of 280+ connections I had on XXXX are subject to compromise. One of them was XXXX Senator XXXX XXXX ( I 've know him personally for over 30 years ), and many other wealthy and influential people have been exposed. I expect more problems from these scammers today and beyond. My XXXX Profile identified me as the Founder & President ( CEO ) of XXXX XXXX XXXX XXXX. and Author & Publisher of " XXXX XXXX XXXX XXXX XXXX ... XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ''.
Unfair and Deceitful Business Practices : XXXX - XXXX XXXX XXXX , XXXX. - Details unimportant but they have used phone and e-mail to communicate with me committing to refund monies to resolve dispute and no refunds have been issued nor do I anticipate that they will.
I have printed documents involving each of these 3 events and can forward them to the appropriate party ( ies ) at your direction. I will allow the FTC to do their due diligence and arrive at their conclusion on each case. I did contact the FTC by phone once to provide additional information on the Scam and Phishing complaint and was very disappointed by the lack of interest expressed by the FTC call center staff. I will continue to ward off future attempts by the scammers to gain financial or personal/professional information from me.
I greatly appreciate your time, attention and future suggestions. Thank you.
XXXX XXXX Founder & President XXXX XXXX XXXX, XXXX. XXXX Author and Publisher Senior Citizen & Taxpayer ( XXXX ) XXXX
|
| 05/14/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
On the XXXX of XXXX, while reviewing my checking account online, I noted 2 official check requests for a total of nearly {$5000.00} which I had not authorized and had no knowledge of. I immediately contacted USAA through their secure chat line and reported them. Shortly thereafter an email from USAA said a temporary block was placed on my Ipad/tablet for the signature Visa ending in XXXX. XXXX pay transactions will not be permitted but the card can still be used. That was the only communication received from USAA.
Two days later I tried to get a withdrawal from an ATM and was denied due to insufficient funds. I immediately contacted USAA and was told both my checking accounts were frozen as part of the fraud investigation, and would be frozen for 3 business days.
On the XXXX of XXXX, I checked my account online and found they were still frozen, and that a fraud affidavit had been mailed to me. I asked they send it by email, but that was declined and it will go to my mail forwarding service, and I will get a pdf of its contents in several days. However, I will not get a hard copy for at least 2 weeks after I return to the US. I was also notified that the fraud investigation may take up to 180 days and may not restore the funds, depending on whether they could be recovered.
On the XXXX of XXXX, I checked again online and found my account still frozen. I was told by the chat assistant that they would submit a request to the fraud department to find out how long to expect the account to be frozen, but it may take up to 3 days to get a response. I asked about a property tax payment I had scheduled through USAA Bill pay in late XXXX, which USAA said had been completed on XXXX XXXX, but had not yet cleared my account. The assistant said it had not yet been presented to USAA, but if it was while the account was frozen, it would be returned, leaving me vulnerable to the fines and fees associated with returned check.
I also have a pending property tax payment which had been made through the USAA bill pay system on XXXX XXXX, but which had not cleared my account. I was told the check had not been returned to USAA yet, but if it was while the accounts were frozen, it would be returned accruing interest and penalties.
Meanwhile, the only communication that I have had from USAA, besides the online chats, was that email on XXXX XXXX.
So, here I am on foreign travel, with the prospect that I may not get the {$5000.00} fraud that was done through USAAs system with no input by myself may not be recovered, but my current {$20000.00} in my checking accounts are not accessible, and that my property tax payment will likely be returned.
BY WHAT AUTHORITY CAN THEY CONTINUE TO KEEP MY ACCOUNTS FROZEN?
|
| 10/12/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I began a divorce with my former spouse inXX/XX/XXXXXXXX, and we jointly initiated and signed all documents for a title transfer and a mortgage assumption of our home into my name alone. USAA is the institution handling the mortgage that was underwritten by XXXX throughout the process of the initial assumption. The divorce finalized in early XX/XX/XXXX and the completed assumption package with all paid fees ( {$350.00} ) and necessary documents was received and confirmed accepted inXX/XX/XXXX. I confirmed this through USAA and obtained a copy of the completed package. Many months went by with no word on the assumption. I was later contacted in XXXX and XX/XX/XXXX by a XXXX representative asking for updated documents for running credit history as the provided documents in the assumption package were now outdated from their company not processing the package. All documents were promptly provided. Again no progress was made for several months. I was informed over the phone by the special loans department that the representative that contacted me no longer worked in their office, and no one was aware of the status of my assumption.
Sometime in the following months the mortgage was sold to XXXX without any notification. I was then forced to restart the assumption process through their company with entirely new documents in XXXX to XX/XX/XXXX. By the end ofXX/XX/XXXX, I was informed by the Research Department of USAA that the new assumption package was fully accepted, and their office was awaiting closing documents to be sent back from the underwriter. Between XXXX andXX/XX/XXXX I have had numerous email conversations regarding the progress, which has resulted in the same response each time, that they are awaiting closing documents. In XX/XX/XXXX I requested contact information for a manager or director. The number provided does not answer, and does not return calls when messages are left. 10-15 attempts were made over 2 months. My most resent email sent onXX/XX/XXXX has yet to be returned. I have copies of all email correspondence, assumption documents, and notes regarding most phone contacts with names and dates.
Their office ( USAA Research Department ) does not provide phone numbers, and instead utilizes an organization email address. They appear to either be deliberately not processing my assumption, or are failing to do so out of extreme negligence. I am requesting assistance to get this assumption completed, as my attempts to do so alone have been unsuccessful now for 2 years despite taking all necessary steps two times over. I am certainly not the first military member to get divorced and assume a mortgage through USAA or its affiliates, this should have taken 30 days, not 2 years.
|
| 09/16/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
I attempted several times to transfer funds from an external account to my USAA checking account to cover bills. They all went through with the exception of one for {$200.00}. When I checked, the external account balance was lower than expected and it was lower than the requested transfer amount. I fixed it and submitted a new transfer request. This time, however, it said the amount requested was for more than the approved amount ( Approved amount in red lettering was {$0.00} ). Since it was a federal holiday I figured it was probably a temporary issue. When I tried again in the following days I received the same error message. I then contacted USAA bank and they explained that because of the 1 failed money transfer I was no longer permitted to transfer from an external account. Please note : At this point in time I had accrued a total of 3 NSF fees, and they removed one as a courtesy. Customer service representative said that this would bring me to the " courtesy maximum three NSF fees removals per 12 months '' rule. I again said, if it were not for the bank not allowing me to transfer money due to 1 single failed transfer attempt, an unnecessarily harse penalty, the bills would be paid. The CSR apologized but did not offer more.
In the following week I directly transferred money from my other account but it takes 3- 5 business days to complete the transfer of funds this way, instead of instantaneously like I had become accustomed. In that short time period I RACKED UP a plethora of NSF fees. Without exaggeration, probably equal to or more than I've had in my entire 35 years of banking. I find this extremely punitive and unnecessary. I am unemployed at the moment and this hurts me terribly.
The date it all started was XX/XX/2022 with one - {$5.00} returned item fee. Then on XX/XX/2022 I received 2 - {$5.00} returned item fees. Probably my fault at this point. Then on XX/XX/XXXX, I received the first of many NSF fee of - {$29.00}.
On XX/XX/2022 the failed external transfer I mentioned earlier for {$200.00} was returned and I received a - {$5.00} returned item fee. XX/XX/2022 I received 2 more NSF fees each for - {$29.00}. Around this date is when I called customer service and they did grant me the courtesy NSF fee + {$29.00}.
Then on XX/XX/2022 I received XXXX NSF fees ( - {$87.00} ), XX/XX/2022 XXXX NSF fee ( - {$58.00} ), and XX/XX/2022 XXXX NSF fee ( - {$29.00} ). XX/XX/2022 I received another 3 NSF fees ( - {$87.00} ), on XX/XX/2022 another 3 NSF fees ( - {$87.00} ).
This is current as of XX/XX/2022.
Although attempting to get ahead of this, it has unfairly snowballed into a something unmanageable except by intervention by the bank, which they have shown no motivation to do.
|
| 02/20/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Hello On XX/XX/XXXX I contracted a individual secured auto loan for {$5800.00} with the XXXX, and monthly payments of {$120.00} were due on the XXXX of each month. The first part of XXXX I had lost half of my income and attempted to keep things a loft however things did fall behind, at the first part of XXXX I did fall behind on the loan however sporadic payments where made. On XX/XX/XXXX I received a call from USAA collections I spent over an hour on the phone when over this account and another one. I believed had made myself clear that I was wanting to pay this loan off in full during this call and the USAA rep never informed that the loan was about to be charged off I also had two pending payments one for XX/XX/XXXX & XX/XX/XXXX. It appears that the XX/XX/XXXX did not go thru, and they called and spoke with me again a couple of days later and also never updated me on the status of the account. My issue is USAA never informed me that the loan was in a charge off status for me to prevent it, USAA had several opportunities they should have provided this information either during the out bound calls or on my monthly statement, they hid what my account status from me. USAA stated they sent my account to XX/XX/XXXXXXXX never spoke with XXXX they never contacted me, as I had already been in contact with USAA charge off area and made them aware that the loan was going to be paid in full and was paid to them on XX/XX/XXXX not to XXXX so another lie from USAA. Under the fair credit act USAA should be updating the account holder of the status of the account in this case it was about to be charged off, USAA should have never charged off the loan with out notifying me so I could attempt to correct the issue.
Here is a short history what USAA has put me thru when i asked why they charged off the loan and pulled the phone records 1st. I was told I hung up the call and that is why the loan was charged off 2nd. XXXX XXXX said I had made a promise payment that was missed and the loan went into charge off, and it is USAA policy don't to discuses when a loan will be charged off with the account holder 3rd A combo between a missed payment and I told them not to call them, but the call on the XX/XX/XXXX & on a couple of days later was out bound call from USAA collections so another lie My most recent call with XXXX XXXX I believe went well, however the response I received in writing did not match what she said. USAA keeps changing their story trying to see what will fit to make them sound good in this issue, however this is bank error and needs to be corrected. The staff at USAA will just lie so I have no other option to seek help here, so everyone can see what USAA lending practices or lack of them.
|
| 11/18/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
On XXXX XXXX XXXX three withdrawals were made from my USAA checking account using an ATM card. Others were attempted, but refused as my daily limit had been reached. USAA reached out to me by text, automated phone call, and internal messaging inquiring about these withdrawals. In all cases I stated the withdrawals were fraud. I had not visited the state where the withdrawals occurred, and had my debit card in my possession. No one is authorized to use my card officially or otherwise, and I only use the card for foreign transactions. I have never provided anyone outside USAA my PIN.
Since my declaration that these transactions were fraudulent, I have tried on numerous occasions using the USAA App or phone to officially dispute the charges, to trigger an investigation and ultimately funds restored to my account. The App could not process the disputed withdrawals. When I talked to banking personnel beginning XXXX XXXX, and approximately five subsequent phone calls, they said they could not dispute the transactions within the USAA system either. They then transfered me to the USAA Fraud section. I reached the Fraud section once ( XXXX or XXXX XXXX ), and they noted that no fraud case had been opened for my transactions. After XXXX minutes, my call dropped. The XXXX other times I called, I was referred to Fraud, but the call would drop before I was able to talk to them. At least two times my waits were for more than XXXX minutes. On XXXX XXXX, I asked that my issue be elevated. I was put in touch with an Executive Resolution Specialist. She said my transactions had never been noted as fraudulent, and no investigation had been opened. She said she marked the three withdrawals as fraudulent, and that by XXXX XXXX, my funds should be restored. I pressed, based on past experience, for some documentation or other assurance that USAA had actually acknowledged my dispute of these fraudulent transactions. She said she would call back after confirming with Fraud. After about an hour, I received a call that hung up before I could answer. I called back to the Executive Resolution section. The new specialist read me the notes, saying USAA COULD NOT RECORD MY DISPUTE. They had an IT issue, and it would take until XXXX or XXXX XXXX before they could record that I disputed these fraudulent charges. I said this was unacceptable. I requested to speak to the next level of supervision, preferably an officer of the bank. The Executive Resolution Specialist said no Managers were currently available, but one would call me back by the close of business XXXX XXXX No one called or left any trace of trying to contact me by phone, text, or internal messaging.
Withdrawals were for {$50.00}, {$50.00} and {$500.00}
|
| 12/17/2022 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Indicated you were committing crime by not paying debt
|
|
Web |
|
|
I started a 6 month auto insurance w/ USAA on XX/XX/XXXX that was to last thru XXXX I've received emails and notifications monthly about said active policy. On XX/XX/XXXX I spoke w/ USAA via phone spoke w/ a licensed rep who advise that they would start new policy for 6 month term for my XXXX XXXX XXXX w/ me and my girlfriend, the registered owner XXXX XXXX, via that phone call. The sales rep advised that auto id card will be sent via mail, at that time i had no reason to doubt that the info that representative i was speaking w/ via phone was telling the truth. On XXXX I purchased a new XXXX XXXX which caused me to log into the USAA app to see that i do not have an active issuance policy for said XXXX XXXX XXXX. After realizing the error on XX/XX/XXXX i contacted USAA who advised me that on XXXX XXXX XXXX there under writing team decided that they would not be able to proceed w/ the auto policy that i was adv on XXXX less than 24 hrs prior, would be started for XXXX XXXX. At the time of speaking w/ the licensed insurance rep from USAA on XX/XX/XXXX i was placed on hold for over a 30 minute time frame straight only for the licensed rep XXXX to tell me that their supervisor listened to the call and advised for them to back date my policy to XX/XX/XXXX when starting back up for both cars. After waiting another 20 minutes for XXXX, USAA licenced insurance rep to adv that under writing will not allow him to start a policy for me due to my driving history, which was not true. ( At that time i was attempting to start a policy with my household me and my girlfriend XXXX XXXX listed as drivers ). I was advised by XXXX to call back first thing in the XXXX when a manger can help me because his manger that listened to the call from XXXX does not have audio. Even though that made no sense i called back at XXXX XXXX XXXX and coincidently got the same licensed insurance rep XXXX- who advised me at XXXX XXXX that he would have to set me up for a call back after leaving me on hold for over a 45 min time frame. I accepted gave 2 call back numbers and called back and attempted to just setup insurance on my new XXXX XXXX w/ no additional cars or additional drivers. i was instantly given a 6 month premium rate and able to start insurance w/ a deposit of XXXX. For licenced insurance representatives to attack and degrade my character w/ lies is a consumer violation I demand remedy for. For USAA to provide me w/ false information into believing I'm under contract, i demand remedy. and the fact I'm breaking the law right now w/ the XXXX XXXX not being insured and XXXX will be charging per day not insured i demand remedy. over 10 differenent consumer violations i am seeking help w/ getting $ XXXX remedy
|
| 04/22/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
XX/XX/2021 Lawsuit has been and a court date set filed by my attorney in XXXX XXXX in Civil court against USAA false claims on my credit report and failure to conduct any investigation of fraud on my account. I have had USAA served and no response at all from USAA. They also bullied me into paying {$1800.00} of the fraud charges due to they knew I am XXXX XXXX XXXX and cant have bad credit.
USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX Dear USAA After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX XXXX XXXX XXXX living on XXXX XXXX. Why would I ruin XXXX years of XXXX credit score? After contacting the local police agencies and the FBI I should have not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firm here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI IC3 Ic3 XXXX The XXXX XXXX XXXX police have started the investigation and taken my affidavit of prove that I was not in the states or locations of the fraud on my credit card. The FBI IC3 unit has also started their investigation and received my affidavit.
ACCOUNT NAME - ACCOUNT # XXXX Please investigate this account, as the charges are fraudulent, and were made without my consent.
Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX
|
| 03/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
I had 2 accounts fraudulently opened in my name years ago. I have attempted to dispute such items many times with the credit bureaus and the accounts that were fraudulently opened are still reporting to various credit reporting agencies. I recently found out it was my cousin who created an online login for XXXX by fraudulently using my information and opened these accounts fraudulently. I have mailed a notarized affidavit of facts from him admitting to opening and using those accounts without my knowledge. I also submitted a notarized Identity Theft Affidavit from myself and FTC Identity Theft Report to further document this identity theft issue. USAA received my letters via certified mail on XX/XX/XXXX ( Tracking # XXXX ) and did not block the fraudulent information as required by law within 4 days of receiving my dispute. As USAA should be familiar with already, when you sign an affidavit you are asserting that the information is true and that you have personal knowledge of the facts contained in the affidavit, and it is only valid when made voluntarily, without coercion, and signed by an agent authorized under Section 139 of the Code of Civil Procedure 1908 in which both affidavits were signed correctly and accordance with the law. An affidavit is pivotal in law due to the fact that nothing ( in-law ) has the power to cancel/override an affidavit except another affidavit that has rebutted the first, point for point. Any rebuttal must be for the whole and complete affidavit and not partially. This makes both affidavits legally binding under oath in which USAA as per federal law as a data furnisher must fulfill their legal obligation to treat it as such and remove the items I have identified as fraudulent in relation to identity theft immediately unless they provide a counter-affidavit rebutting the 2 affidavits I submitted to them. The fraudulent accounts on my report have caused me severe hardship as I have not been able to attain financing for a vehicle and get credit cards in emergency situations such as when the COVID-19 pandemic started and I lost my job and now collecting unemployment through my USAA checking account. I could not manage bills utilizing my credit as I should have if it weren't for these fraudulent accounts reporting to the various credit bureaus. I have disputed these accounts prior to the pandemic and they refused to remove them even after submitting the same identity theft affidavit and FTC identity theft report to the credit bureaus. FCRA 623 ( a ) ( 6 ) ( B ) states : If a consumer notifies you that he is a victim of identity theft, and gives you an identity theft report, you may not furnish information to a CRA regarding the fraudulent account or debt.
|
| 08/13/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
I was notified of a delinquent balance with USAA credit ( account ending in XXXX ), via a routine credit notification service the night of XX/XX/XXXX. Prior to this check, I maintained a perfect credit score for over 15 years. I called the day of XX/XX/XXXX, to rectify the balance and request that the delinquent report be removed. I spoke with ( person ) in banking who transferred me to ( person, # ) in collections.
I was then informed that the above mentioned credit card that had been on autopay since the account was opened in XXXX, was not on autopay. I was not notified via email or phone of the delinquency. When I inquired, I was told that the documents were listed under new document in the online account, but no email or other notification indicating that any account with USAA was delinquent was sent. When I asked why I was not called about this, the representative said USAA calls people all the time. When I asked about [ removing the charge as a courtesy ), as I had banked with them since XXXX with no previous delinquencies or issues, they said that it was not their department and that I would have to fill out the form on the website for credit disputes. When I pulled up the page, it said that USAA policy dictates that they will not remove accurate information from credit reports. regardless of dispute. When I read this to the debt collector on the phone, she reiterated that she wanted to make sure payment was collected so no further delinquencies would be reported. I did make the payment in full. They said that an investigation would be completed if I were to submit a credit dispute to USAA online, but in the interim, my credit score dropped almost XXXX points. Furthermore, following the phone call, I immediately tried to submit the form on USAA, but each attempt to submit resulted in an error message on their website ( INSERT ERROR LANGUAGE ).
My credit score has dropped substantially due to no fault of my own. This has ramifications for rentals, job applications, and basic security. When I was made aware of the balance, I paid it in full, as I always do, including all fees assessed with the previously unknown delinquency.
The Consumer Financial Protection Bureau has listed canceling autopayments without sufficient notice in their Summer XXXX Supervisory Highlights under section 2.2.2.
The supervisory highlights publication describes this action as institutions engaged in unfair, deceptive, or abusive acts or practices ( UDAAPs ) prohibited by the Consumer Financial Protection Act of 2010 ( CFPA ).
Supervisory Highlights. ( XXXX, XX/XX/XXXX ). Consumer Financial Protection Bureau. Section 2.2.2 https : //www.consumerfinance.gov/compliance/supervisory-highlights/
|
| 03/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Note, CFPB closed similar previously submitted complaint without informing me of why, when the website stated my complaint was pending additional information. When I called, I was told it was believed a 3rd party submitted the complaint although the complaint was submitted from my account.
On XX/XX/2022, I sold my home and received a net payment of {$62000.00}, via wire. Since that day, I have carefully balanced spending to ensure I manage my money properly and to ensure my bank is a proper steward of my funds. On XX/XX/2022, I logged into my account to check transactions and I noticed the bank had some suspicious accounting. At the end of XX/XX/2022, I had {$10000.00}. The first transaction from XX/XX/2022 shows my balance had dropped to {$4000.00}. On XX/XX/2022, I called the bank and spoke to a representative who claimed to " not see what I see ''. I explained to the representative that there is no accounting on their part that could explain over {$6000.00} missing from my account. The representative then tried to explain that " pending transactions '' had been ledgered, but I explained to her that there was no transactions anywhere close to that amount that would justify such a drop. I also explained that my daily balance emails at no point indicated I had a {$4000.00} balance. I requested an executive review and was told someone could speak to me but I had to get into work. I called back and requested to speak to a senior management official and the representative again claimed to not see what I was referencing " on their end ''. It then appeared the representative was not able to comprehend my concern and began mixing up the transaction I was referencing with my current balance. The representative put me on hold to " escalate '' the call but after XXXX minutes simply came back on the line to tell me a manager would be in touch within one business day. I then attempted to contact the fraud department. I was told the the app " sometimes doesn't reflect what is shown online. This is nonsensical and opens consumers up to fraud and mismanagement due to failure to account for funds. I was told that the pending credit from a furniture retailer for {$6200.00} was NOT calculated as part of my daily balance because it hadn't been credited yet. However, what I can see on the banking app contradicts what they are saying at the bank. I've monitored my account very carefully to account for expenses and budgeting for my new home. I request CFPB review all the phone calls from XX/XX/2022 and obtain transaction history staring from XX/XX/2022 to present with a USAA representative. I believe the bank has stolen my money and I request an investigation into USAA 's management of my account.
|
| 05/09/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
On XX/XX/XXXX, I found this website for XXXX XXXX XXXX, https : //XXXX/, and sent a request inquiring about this one puppy we found, named XXXX. Almost instantly we got a response from and we exchanged emails regarding XXXX. I was asked some questions which breeders normally ask and I responded. The so-called breeder asked for a {$500.00} price through XXXX or XXXX XXXX. I had used XXXX in the past and thought it is trustworthy. I transferred the money to his XXXX email id, XXXX using my USAA XXXX Account ending in XXXX. He confirmed that he received the money and that he will start the process to ship the puppy immediately. Then I got another email that the shipper will be contacting me, and that the shipper will ask for a refundable crate fee and a shipping fee. Later that evening I got an email from some XXXX XXXX. There was no address or XXXX ID in the invoice that was generated, and I couldnt find any footprint of a business by this name on the internet. I was surprised to see that they are asking for {$930.00} for a crate, and {$30.00} as shipping fee, and the payment has to be made using XXXX or XXXX. That is when it struck me that this is some kind of fraud. I left a voicemail on the number on the invoice and got a call from this person immediately afterwards, who was trying to convince me that the puppy will be sent by air and would reach the airport later that night ; and that the shipper had local contacts who would pick the puppy up from the airport and deliver the puppy to our home. ANd when they deliver the puppy, they would also refund the {$930.00} crate fee. All this sounded too funky for a shipping business. I immediately contacted the owner, who again tried to convince that XXXX XXXX are very trustworthy and that he has been using them for years. I asked him to use uShip or my friend in Minnesota would pick the puppy. He showed reluctance for either. In the mean time, I called my friend, XXXX XXXX, and told her the complete story. She immediately sent another request inquiring about XXXX XXXX XXXX, the two puppies on the website. Strange enough, the breeder sent the exact same message to her and asked for the money to be sent via XXXX. She said she can not give cash and ended the conversation. Then a couple of days later she again contacted the breeder and asked if he would give XXXX for {$400.00} and he immediately agreed. That is when my friend included me in that email chain and exposed the fraud in open. Since then, I have been sending emails to this person but he is not responding. I contacted my bank USAA the next day disputing the transaction, but the bank has refused to honor the dispute. The reason I am now reaching out to this agency for resolution.
|
| 04/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I had a dispute with my bank in the middle of this pandemic and got the courage to report them to the XXXX after retaliation towards me due to my expressed opinions on a social media platform. Yes, social media is that powerful!
Anyway, follow me I made an announcement on linked in asking for help about issues that I was having with usaa because they were tampering with my account. They have recorded calls, I do too.
After the announcement, funds were stolen from my account.
I called usaa and said where are they, they told me they dont know and they cant help me! Ok, ok, ok but wheres my money?
I filed with the XXXX, this was XX/XX/XXXX. In the middle of a pandemic. Picture stealing from your poorest customers as retalion because she cursed you out on the phone after your stole from her the first time.
Here 's why I'm here They refunded the total amount of money per the XXXX as they were found to be in the wrong BUT During the dispute, they blocked me from paying down the negative balance on my account, thus calling it a charge off. They plan to report the account as charge off on my credit.
Here 's where they went wrong, I linked my USAA account to my new bank so I could see what they were doing. I have the screenshots and pictures! The rep lied and said the account was closed, guess what it's still opened!!! I'm looking at it right now! The public wont see this but the CF has an uploaded copy of my account info as of today!
As a XXXX veteran I wondered how could someone that I dont know hate me so much to did this? Just because I spoke about being tired of not getting my disputes handled, JUST TO FIND OUT THAT I WAS RIGHT! THEY RECENTLY LOST A SUIT AND HAD TO PAY MILLIONS TO CONSUMERS FOR NOT FILING THIER DISPUTES. THIS WAS THE REASON I WENT TO THE XXXX. I HAVE BEEN FIGHTING THIS ISSUE WITH THEM FOR 5 YEARS! RANDOM TRANSACTIONS WOULD DISAPPEAR FROM ACCOUNT AND NO ONE AT THE BANK COUKD HELP ME. IS THIS WIERD OR IS THIS XXXX NOT RIGHT!? WHICH ONE?!
To add injury, I have the screenshots of the email that the executive team sent to me about my stimulus checks being in the closed account. What a way to treat a consumer. So now I have to wait until they decide to send it back to the IRS or if their going to steal it. If you're reading this can you find my funds. Thanx!
I respect the banking industry so much that I got XXXX XXXX in it. I am not a fool and this was an overt act of retaliation. But why did it take all of yall against me and I still got my money back?! That means, either their are people in the system that are good or consumers are more powerful than we think! I am not a fool. There is always more good. XXXX is never supreme and dont live long!
|
| 12/20/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
Servicemember |
|
As far back as XX/XX/2020, USAA Federal Savings bank has been sending out notices about upgrading their security procedures on their website usaa.com. what they failed to mention is that they experienced a major data breach and have yet to acknowledge the incident. Countless USAA members have taken to complaining on online forums about USAA 's cavalier attitude about this breach. Many, like myself, have experienced surprise and unauthorized charges on my USAA Visa card and unauthorized running of my credit report for an unauthorized consumer loan without my consent. Subsequently, after getting the run-a-round from the representatives on the phone, I closed my credit card account due to their inability to properly secure their website API ( application programmable interface ) from the very beginning. Every time I called and asked how these unauthorized charges occurred, the representative would simply state that my credit card was probably skimmed at a reader. When I inquired further, another rep. would say that the unauthorized charge was used via a mobile app.
USAA 's explanation for these unauthorized charges did not make any sense. I could accept this useless excuse if it was just me but how could over 50 other USAA members suffer the same breaches on their accounts. Does that make sense?
Like many older Americans, I don't use any apps and probably never will. USAA knows that I don't use their new app so how could they allow my credit card to be used through a mobile app that is not mine. As recent as XX/XX/2020 USAA shows attempted unauthorized charges on my CLOSED USAA Visa credit card. Again they refuse to acknowledge a breach in their credit database. This is unfair to the thousands of members which, rightfully so, are dwindling since the onset of this data breach.
Another recent and troubling breach was an unauthorized running of my credit report by USAA for an unauthorized personal loan last week for which they issued a Credit Inquiry Removal Process letter. The letter is dated XX/XX/2020 and states that they have reported the error to the credit reporting agencies and can take up to 45 days to be updated on my consumer report. Is this fair? How long is USAA going to be allowed to continue this FRAUD.
If I did not implement a credit freeze last year I would have been ruined like many other USAA members that were never notified of a data breach.
It is public knowledge that the Consumer Financial Protection Bureau has fined USAA Federal Savings Bank millions of dollars recently for other credit related issues. Perhaps it is time to investigate USAA again and penalize them severely for irreparably damaging consumers credit history and ultimately their lives.
|
| 04/25/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Yes, my name is XXXX XXXX XXXX XXXX I am a XXXX XXXX XXXX XXXX and have and am currently being harassed by the XXXX XXXX XXXX XXXX XXXX XXXX , Alabama, XXXX . The policy I have with them falls under USAA Federal Savings Bank XXXX XXXX Wind and Hail. Since I bought my house at XXXX XXXX XXXX , XXXX Alabama XXXX , on or about mid- XXXX XXXX - I have received on a frequency of about one a month correspondence from the Alabama XXXX XXXX XXXX out of XXXX XXXX AL, requesting various information, that I have had to have USAA Federal Savings Bank handle, repeatedly. This year alone ( XXXX ) I have received XXXX letters from the Alabama XXXX XXXX XXXX , most recently threatening to cancel my Insurance, unless I provide yet more information. This is simply harassment. If I lose my insurance my mortgage will be foreclosed! I have asked XXXX XXXX XXXX Bank numerous times to fix this- obviously to no avail. On, XXXX XXXX XXXX I spoke with a XXXX at USAA, who claimed she could not in fact contact this agency in Alabama, despite other USAA agents who could. Now oddly, the Probate Judge of XXXX XXXX , Alabama, where I reside, XXXX XXXX , was the Mayor of XXXX Alabama, who left this position under dubious circumstances. Also XXXX XXXX is a big time or was a big-time player in the Insurance industry here in XXXX XXXX and the State of XXXX with links to corrupt officials like the former Governor XXXX XXXX who utilized State law enforcement to intimate citizens. Oddly, I have had unpleasant dealings with him recently, in his capacity of XXXX XXXX , when he in fact has no formal legal training. He committed me because I found some supposedly counterfeit money, but in reporting it supposedly highly upset someone in local XXXX XXXX ! This is despite following law-enforcement personnel guidance and direction to the letter! I have also had undue issues with the XXXX XXXX XXXX XXXX which XXXX XXXX XXXX know intimately, in addition to the local Department XXXX XXXX XXXX XXXX Now I do not know if these entities are linked, or not!?!? However, I would highly suggest, that all parties aforementioned are looked into for any sort of possible collusion in this matter, as I know of no one else that has had all of these issues- and for as long, with no end in sight. Also, a former big-shot from XXXX XXXX lived ( and still might ) in my sub-division of XXXX XXXX , XXXX , AL. I am so exasperated that I have told USAA that I do not care if my mortgage is foreclosed if I lose my insurance. Thank You for any attention in this matter. XXXX XXXX XXXX
|
| 04/09/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2022, I tried to purchase a hotel reservation on a credit card, in preparation for a summer vacation. The transaction was declined. I called USAA credit card services to inquire as to why it was declined, and they said it had been flagged as fraudulent. I told them that it was not fraud and that it was indeed a valid purchase that I was trying to make. The representative on the phone verified the recent transactions on the card, and I confirmed they were all legitimate. The representative then pre-authorized the amount and asked that I try to make the purchase once more. I tried, and again it was declined. She said that it may take the system 24 hrs to reset and asked me to try again the next day. The next day, I tried to make a small purchase at a local store and again my credit card was denied. Once I arrived home, I tried logging into my USAA online account, but it seemed to have been locked. I called the number on the website ( XXXX ) to get assistance with unlocking the account. Hold times were 12+ hours. I held on for a couple of hours, but no one had answered. I tried calling later that evening, this time the automated message said their offices were closed. Basically, I had no way to access my accounts and no one to talk to about it. The next day, tried calling again, and hold time was 16 hours! So, I drove to one of their physical offices and tried to withdraw money from one of my accounts. After showing my driver 's license to verify I was the primary account holder, the teller stated that my accounts were locked and that she was unable to access my accounts to see why they were locked. Nor could I withdraw any funds from my accounts. She gave me another number to call ( XXXX ) and said I may receive a faster response this way. Reluctantly, I called that number. This time, it said hold times were 1 hour. But I couldn't get anyone on the line after 1.5 hours. I found another representative in the lobby and told them I wanted to escalate the issue. She took me to a room where she wrote up my complaint and supposedly sent it to their escalation departments. But she was not able to show me what she had written on my behalf and I couldn't confirm that a proper complaint was filed. She said a manager would get back to me in 24-48 business hours. I have yet to receive any communication from USAA informing me of what the issue is or how to resolve it. Nor do I know if/when I'll get access to my accounts or funds. I've even tried calling the main USAA number ( XXXX ) numerous times. The hold times are always upwards of 8, 12 and 16 hours. I've tried staying on the call for 4.5 hours, only to find that the office has been closed. This is simply unacceptable!
|
| 07/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
1026.13 ( b ) ( 3 ) Effective Date : XX/XX/2017 Time for resolution ; general procedures. The creditor shall mail or deliver written acknowledgment to the consumer within 30 days of receiving a billing error notice, unless the creditor has complied with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within the 30-day period ; and The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice. USAA failed to mail or deliver written acknowledgement of my reassertion of the previously settled billing error of a year ago which was without any notice, documentation, statement or information. Yet, prior to even speaking with me electronically delivered a statement saying they finalized the reassertion. Yet, they restricted my access to view the statement and failed to provide any documents, information, or anything regarding this decision. Furthermore, they asserted I was required to speak to XXXX regarding this issue. XXXX, openly admitted to failing to respond to my many calls, notices her colleagues sent her, her boss as well as their own boss to contact me. Prior to speaking with me USAA stated the re-investigation was complete. Yet when in speaking with XXXX, she stated despite my many requests for documentation and a re-investigation of the case she had never been notified of my many requests. So how can USAA finalize a re-investigation without providing the results or any requested documentation only to later state they never received the request. Furthermore, since that request was finally acknowledged a month ago I have yet to receive acknowledgement, the requested documents, or a detailed explanation.
As two of my cards are under current dispute and have yet to be acknowledged in writing it is against federal regulation to negatively report said accounts on my credit report. Yet USAA for the last 3 months has reported both accounts as having their dispute settled without having notified me. Additionally USAA has negatively reported both accounts as being at or near their credit limit. The XXXX card was paid in full, minus the remaining disputed amounts I still have not received a response on. While the XXXX was only somewhat near it 's limit due to USAA 's reversal of the billing dispute finalized over a year ago. Thus they have incorrectly stated the disputes are finalized, and reported multiple negative items. Furthermore, it is against regulation to close accounts while under dispute. Yet all of my accounts were closed.
|
| 01/06/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Regarding USAA Federal Savings Bank I received a call from USAA ( representative sounded female ) on XXXX XXXX, XX/XX/2019 at XXXX PST. The rep told me that my checking account has been locked due to fraudulent activity. I asked her what the activity was and she stated that she did not have access to that information and that I would need to call back after XXXX during normal business hours to get more information and unlock it.
I called back on Thursday morning XX/XX/2019. I was told by the rep that I needed to change my PIN. I did this.
I logged in to my account to find that my account had been thoroughly wiped out and used as a platform for fraudulent deposits ( about $ 39k ) and subsequent purchases ( $ 50k in debits ). There were at least 50 transactions processed in the window of time when the bank was closed. I had nothing to do with any of these and immediately called USAA back. The reps claimed I called USAA to have funds release and that I claimed they were valid. I made no such calls and have sent my XXXX phone bill to prove the calls did not come from my number. Someone fabricated this or spoofed (? is that the term? ) my phone number.
I have now come to realize that one of the biggest challenges in dealing with an issue at USAA is that there is no ability to communicate seamlessly about an issue with a single person or entity. Every communication begins brand new and as a " member '', I must completely start at the beginning every single time I call in. I can not reference a " case number '' or issue id. Furthermore, I have come to understand that the representative 's NOTES concerning the phone calls we have can be completely fabricated. I discovered this today in speaking to the 15th ( + or - a couple ) representative who informed me that he sees a note on my record from the evening of XX/XX/XXXX that reads " Member called in and claims all charges are valid ''. This is false. I was under the impression that calls were recorded but apparently this is not the case either. I am at the mercy of their " notes '' that can be written to their benefit or to hide something they have done.
I have submitted complaints to USAA as well as logged a police report. If identified through the police detective work, I will press charges against the criminals who used a debit card that was linked to my checking account.
I need consumer protection help because my money was mismanaged by the very bank I trusted to safeguard it. I believe there were internal forces at work here to enable such a well planned gutting of my account.
Attached are the fraudulent transactions, my XXXX phone log, one written complaint uploaded to the USAA portal and the Police Report.
|
| 07/20/2021 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Servicemember |
|
On XX/XX/2021 I received a letter from American XXXX XXXX XXXX XXXX XXXX XXXX in regards to the collection of a debt for {$8900.00}. After I reviewed and investigating this communiction, I discovered that this communication violated Federal Debt Collection Protection Act ( FDCPA ) 15 U.S. Code 1692c ( a ). I did not give XXXX prior consent to any communication with me. XXXX failed to provde me with any signed agreement that gave thm authorization to collet any amount in regards to this debt as per my dispute letter mailed on XX/XX/2021. This is a violation of FDCPA 15 U.S. Code 1692f. These actions lead me to believe that XXXX is participating in deceptive actions and is in violaiton of FDCPA 15 U.S. Code 1692j. I feel that these actiosn are also a form of harassment nad violates 15 U.S. Code 1692d.
I received a letter from XXXX XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX NY XXXX, in regards to the collection of a debt for {$8900.00}. This communication violated Federal Debt Collection Protection Act ( FDCPA ) 15 U.S. Code 1692c ( a ) Communication with the consumer generally Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt ... I did not give XXXX prior consent to any communication with me.
After I disputed this alleged debt with XXXX, XXXX failed to provde me with any signed agreement that gave thm authorization to collet any amount in regards to this debt as per my dispute letters mailed on XX/XX/2021, and XX/XX/2021. This is a violation of FDCPA 15 U.S. Code 1692f ( 1 ) The collection of any amount ( including any interest, fee, charge, or expense incidental to the principal obligation ) unless such amount is expressly authorized by the agreement creating the debt or permitted by law.
These actions lead me to believe that XXXX is participating in deceptive actions and is in violaiton of FDCPA 15 U.S. Code 1692j ( a ) ( a ) It is unlawful to design, compile, and furnish any form knowing that such form would be used to create the false belief in a consumer that a person other than the creditor of such consumer is participating in the collection of or in an attempt to collect a debt such consumer allegedly owes such creditor, when in fact such person is not so participating.
I feel that these actiosn are also a form of harassment nad violates 15 U.S. Code 1692d A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt ...
|
| 08/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
On XX/XX/XXXX received a letter stating that my account was being closed due having an overdrawn amount for an extended amount of time. Also in that letter stating, " Now that the account is closed, you may not reopen it. All services tied to it will also be closed or canceled. This could include your debit card, funds transfers, bill payments and overdraft protection. If this account is used to protect another account from overdrafts, be sure to set up a new account for protection. Outstanding checks and other transactions that come in after the account is closed will generally be returned unpaid. We may reopen the account to accept a debit or credit and will notify you if we are required to reopen your account to accept such a transaction. '' ( My account was overdrawn due to fraudulent activity on my account which I am still disputing with the bank. I filed an appeal and called in several times seeking information on how the bank came to their decision against my dispute ) I received a refund deposit into that checking account on XX/XX/XXXX for {$780.00} which the bank did not send to me. On XX/XX/XXXX and XX/XX/XXXX I received two more deposits which went to my closed account which the bank refused to send to me, instead they reopened that account and deposited them into the checking account to cover the fees on the account. I did not authorize the bank to do this, instead I requested the deposits to be sent to me.
Seeing the fact that I had fraud on my account which caused it to be overdrawn with fees and closed I don't believe that I should have to endure losing money while the fraud is still in dispute. If the bank account is closed and there is a balance owing, and just like any other creditor, I should be able to control where my money goes. The funds that I have lost thru these deposits has made a signifiant impact on my life. I am on SSXXXXI as my main source of income. I do not have job or regular source of income. At the time of this happening I was on unemployment. The deposit that came in were to help pay for my basic needs to survive.
Recently a bank representative reached out to me with the title of Bank Advisor stating they work close with the CEO 's office and they were going to look into my account. It's been almost a year since this account has been closed and there is no reason that any of this should be happening.
I intend to reach out to the FBI to provide them with the proof the bank was unwilling to take from me showing communication I had with the person whom scammed my account and any other agency I can in the hope that I will no longer be negatively affected by this seeing that I was the target of a scam and was victimized.
|
| 09/29/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
USAA ( loan officer XXXX XXXX ) pre-approved me for a {$410000.00} mortgage loan in XXXX 2016. I searched for a home and found XXXX. In XXXX 2016, USAA approved me for a mortgage of {$160000.00}, but the home purchase fell through due to damage exposed in the home inspection. In XXXX, since the previous pre-qualification had expired, USAA again ( though this time, through a supervisor, XXXX XXXX XXXX pre-approved me for a mortgage of {$410000.00}. I was unable to find a house, and approximately 90 days later on XXXX XXXX, 2016 USAA ( through XXXX XXXX ) approved me for a mortgage of {$410000.00}. For each mortgage pre-approval ( and for the approved mortgage ), I disclosed that 100 % of my income for the past 6 years was earned abroad and that I have not yet filed XXXX tax returns on this income. I completed a full credit report and XXXX hour interview, which USAA recorded. After I made a contract on a home on XXXX XXXX, USAA suddenly declared that it would be unable to issue a mortgage for {$160000.00} since all of my income was earned abroad. This should not have been - and indeed was not - news to them. The previous pre-qualifications were based on my foreign-earned income. I was referred from XXXX customer service office to the next, from XXXX supervisor to the next. USAA offered to put my parents on the loan to help resolve the problem ( without clarifying that this would also put them on the title, until later ). USAA rarely returned my calls until finally, on XXXX XXXX I was referred to their " executive resolutions team. '' The agent told me to provide proof of filing XXXX tax returns, and I told him to " not cancel my application '' and that I would provide him proof in 2 days, as I had a CPA meeting on the XXXX. On XXXX XXXX, USAA overnighted a mortgage application for me to sign and return by XXXX XXXX, 2016. They sent the same package to my parents and both packages contained confidential information related to me that USAA was not permitted to disclose. What 's more, the application was riddled with errors and could not be signed in the state that it was sent. I emailed USAA on XXXX XXXX asking what to do with the application. USAA then informed me that I " no longer had any applications with USAA '', since the application had been cancelled on XXXX XXXX. In response to my inquiry, USAA explained that the application had been overnighted on the evening of the following day in error. I was referred to the CEO 's resolution team, and then to the business resolution team, and no one has managed to resolve this. Now, my closing date has been cancelled and I am looking for another lender.
This experience has been a hardship for me and my family.
|
| 06/24/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
USAA through XXXX XXXX did not cover the replacement of shock absorbers on my XX/XX/XXXX XXXX XXXX. I purchased an extended waranty during the process of refinancing my vehicle. I believe USAA is guilty of deceptive advertising andam filing this complaint in an attempt to be made whole from this deception. On XX/XX/XXXX I obtained a loan from USAA for my vehicle. In those documents and during that transaction I reviewed the information on the web site for the extended vehicle protection plan ( " Plan '' ) and financed {$840.00} for that plan. I recently took my vehicle for servicing and it was determined to need new shocks. My understanding ( now ) of the suspension assembly is that in this vehicle the front uses XXXX Struts, while the rear uses shocks. The web site states the following : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_main_page?
akredirect=trueWhat 's not covered? Extended Vehicle Protection may not cover repairs under thefollowing conditions : - If the repair is still covered by the manufacturer warranty or covered by a recall or special policy by the manufacturer.
- For normal wear items such as brake pads, wiper blades, light bulbs and tires.
- On vehicles with modifications not recommended by the manufacturer, i.e. useof oversized tires, header pipes or removal of any emission control system components. For moreinformation on what is not covered refer to the service agreement which XXXX XXXX mails to you when enrollment is complete.
In addition under the section on details of what 's covered it states : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_details Upper and lower control arms and their shafts and bushings, ball joints, steering knuckles and spindles, stabilizer and strut or track bars and their bushings and links, coil springs, torsion bars and their mounts, leaf springs and their shackles and bushings, hub bearings and wheel bearings and XXXX struts .
I believe if USAA does n't cover these shocks their advertising is deceptive because of the following : It is clearly stated what is not covered and " Shocks '' are not a consumable product and do n't fall into the categories above.
- I only saw the web site and the loan documents before I signed the agreement for the loan and did not see this exclusion in the contract ( and still have n't actually as this contract is not in my USAA documents ). I never signed any contract.
- Shocks are considered part of the suspension assembly and it states that thesuspension assembly is covered. After spending several hours talking to USAA and XXXX XXXX, I still have no resolution. The cost for these shocks is approximately {$430.00}.
|
| 03/27/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX my account was gotten into on USAA by phone number XXXX at XXXX. At XXXX and at XXXX XXXX attempted to get into the phone automated system. They were able to change my information with only a SSN and birthdate. ( ( When I call I have to provide a pin ). Transactions were made from XXXX XXXX and another in XXXX for on that same night ( they used my debit card for both ). The pin, security questions and password were changed and a new phone number of XXXX ( appears to be texting service out of XXXX was added as my primary number. My account then had a mobile app established on this number which appears to be an Android XXXX XXXX phone. None of these numbers are attached to me or my family nor do any of us have any XXXX smart phones. ( we have all XXXX ) Here is where the NIGHMARE really begins I called USAA fraud department to make them aware that the XXXX number is allowing notifications and it 's not mine. They appear to not be able to remove this device from my profile. The have put in a ticket to try to solve it but it will be sometime next week. So someone has access to my balances and accounts until then even with added security in place. They also can not tell me that after the two week lock out on my account if someone will be able to call in and do this again. I have opened a new checking and savings but am stuck at this moment because I have no way to access my money and the payroll check can not be changed for this reporting period.
USAA has temporarily refunded the XXXX transaction on my debit card pending their investigation the charge for XXXX XXXX is still pending. Currently there are XXXX others here in our Military XXXX that are having similar situations with USAA. We do n't personally know them and my adult son who no longer lives with us had his account hit 3 days after mine in XXXX XXXX.
Currently I want answers and USAA can not give me any. I was told by Fraud Department on Thursday to stop stressing and to have a good weekend.
I have reported to police department and have fraud alerts on all of my credit reports. I noticed all of this on the XXXX and USAA tells me that 'd those other phone numbers have not tried to access anything since the XXXX. Right now not sure I trust them and my information is floating around on an unknown device.
After speaking with someone who works In computer securities for a large Corporation they feel as if USAA has had a data breech. As I write this I have involved many authorities and this seems to be a huge problem with USAA and I 'm just one of many having this issue in the last 3 weeks. Speaking with about XXXX people here their debit cards have been compromised with USAA since XXXX.
|
| 09/04/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On Thursday XX/XX/2018 I was looking for some last minute concert tickets on-line and XXXX website came out with some good offers. I decided to give one a shot since it was extremely tempting. I contacted the seller through gmail and she responded to all my questions. It was a total of 24 e-mails back and forth as to how she was going to transfer the tickets and how she wanted the money for them. She proceeded to give us her information and she wanted to be paid for tickets through XXXX. I had never used XXXX but had heard my husband maybe use it a few times with some of his co-workers. He works for USAA and since XXXX is available through USAA we thought it was a trusted app. We have been banking with USAA for the past 19 years and they have always stand by anything that is available through their USAA app. So I proceeded to ask my husband to transfer {$250.00} for concert tickets to her through XXXX. As soon as he put in the request to transfer the money, I notified her and she quickly responded that she had received the money and was transferring the tickets through XXXX. She assured me through our e-mails that this was not a scam and that she didn't have time to be taking peoples time and money. She was given us a good deal since she couldn't attend the concert since she had to work and didn't want the tickets to go to waste. Unfortunately, within the next XXXX minutes she stopped responding to my e-mails and never transferred the tickets that we had agreed on. As soon as this happened, I contacted USAA and after XX/XX/XXXX minutes on the phone with them, the representative suggested for me to contact my husband and tell him to put a stop/cancel the transaction through XXXX because maybe we were on time to stop the transaction. I asked them what if it's too late? he said, then call us back and we'll see what we can do. This made me feel relieved and thought they are going to put in an investigation and we will get our money back. So, I contacted my husband, but unfortunately it was too late because the money had left the account and he had gotten a confirmation. My next call was back to USAA. The representative asked a couple of security questions and transferred me to the fraud department to put in an investigation. After a couple of days, on XX/XX/2018, we get an e-mail telling us that they had completed the investigation and there was no error because XXXX is a personal money transfer service and does not provide purchase protection but ... ... we happened? We thought our bank did? They will be deducting a provisional credit of {$250.00} from our checking account on XX/XX/2018. Now we feel we have been scammed by the concert lady and our bank!
|
| 09/26/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I submitted a claim with USAA Debit Card Fraud Recovery Department and they investigated the claim and refunded me my monies fro months that beginning in XX/XX/XXXX through XX/XX/XXXX. I had informed them the fraud was from XX/XX/XXXX through XX/XX/XXXX. I was not informed until later that they could not report charges past 180 day or see my bank stamens past 180 day and was asked to submit my bank statements with other fraud charges. On XX/XX/XXXX after requesting for a letter confirming that I had fraud during XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX for one of my creditor. Did I receive a letter of apology of there miscommunication? And a request fir a affidavit to confirm charges on fraud that are the same fraud charges that their investigator already confirmed as fraud. Then on XX/XX/XXXX my mother received a harassing call from XXXX a CEO staff Officer from Ex XXXX, ( XXXX ) XXXX. He not only be little my mother by tell her to be quite, he started counting 123 to make her stop talking like she was a child. He told my mother that I was over my statue of limitation and that they would no longer handle my case and would not talk to her. I gave USAA autheration to speak to my mother little do they know my mother is my POA in all my banking, financial and insurance needs ( Legally. ) Then XXXX said he would call and speak to me my mother told him I was n't available. He hung up in my mothers face and went on to call me. Left me a message and had the nerve to call my mother back. The letter that XXXX XXXX clearly sates that they are working on the file and will get back with me at this time, I am requesting a letter from USAA stating that fraudulent activity occurred on my account from XX/XX/XXXX through XX/XX/XXXX by the merchants ( XXXX ). The Debit Card Fraud Recovery Department has investigated these merchants up to XX/XX/XXXX. The actual fraud began in XX/XX/XXXX and continued until noticed in XX/XX/XXXX. During that time I was under a hardship dealing with six family and friends XXXX XXXX and trying to coupe and manage being off at college and barely being able to come home and visit. Neither my mother nor I was able to actually manage and view my account during that time period. The hardest XXXX was my cousin who XXXX of XXXX XX/XX/XXXX and my Uncle who XXXX on XXXX XXXX XXXX. At this time Im respectfully asking for a formal letter to help me with my creditors. Today XX/XX/XXXX my mother received a call and was told I miss managed my account and thats why I 'm not going to have my insurance reinstated or my banking relooked at yet I mother put my insurance money in my account even month to make good on my account and the fraud happen every month.
|
| 03/01/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
On XX/XX/2021 I transferred money to someone who performed services for me in the amount of {$320.00}. I used the XXXX option in the USAA mobile banking app. This individual informed me the money posted to her account but then showed as returned. I saw the money back in my account on XX/XX/XXXX. I went ahead and made the transfer again, as I owed payment for childcare services provided by this person and they needed to be paid. XX/XX/XXXX the payment went to her through XXXX via my USAA. She told me again the money deposited and then showed as returned. However, I never saw the money come to my account again. I called USAA and they said if it was returned it could take 3-5 days to post, so I paid this person via XXXX, clearly XXXX was not working properly. I have called USAA five times in total. The first three times, I was reassured they would resolve the issue, and I was even told a temporary credit would post. They told me to check back the following week. I never saw the credit come through, so I called back. They told me something different this time, that a temporary credit is not something they would provide. They filed a claim to find the money. I called back a week later ( Friday XX/XX/XXXX ) and was told they finalized the claim and all they could see is that the money left my account and posted into hers with XXXX I was told there was nothing more that USAA could do, that my money issue was not their issue and that I needed to call XXXX. Needless to say, XXXX refused to speak to me as I am not their customer. The individual with XXXX has called them three times. She has been told the money was returned to me, that I needed to contact USAA. Today, she was told it's a problem with XXXX. We both called XXXX, they would not speak to us. I was told by the rep at XXXX that they can't help me because USAA uses their own version of XXXX, they could only help me if I used their app. They then transferred me back to USAA for a sixth time where I was placed on a 30 minute wait. They are not offering any solution, nor is XXXX There is no recourse or consumer protection for a transaction that is initiated through XXXX but failed and lost. XXXX XXXX XXXX will not help. USAA will not help. I have called five times, with my last call I filed a complaint and the process took almost 3 hours. I am being told by three companies ( USAA, XXXX, XXXX ) that they are not accountable for the issue and there is nothing more they can do to help me. Yet, I have {$320.00} that is lost with no sense of how to get this money back. This money was used for childcare services, which as one might imagine, is very expensive and difficult to find during a global pandemic.
|
| 10/30/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/2022, I decided to change my phone provider to XXXX for a cheaper service and due to the company I was working for discounts on the bill as well. So once the order was done I chose through USSA the bank that my funds are in to do the charge of {$70.00}. When XXXX stated to me I will receive the letter in the mail to call them with the code, I did it on the XX/XX/2022. I called them on my mobile phone and gave them the code and they transferred me numerous time to finally get me to an IT person that finally told that some how of other I not be on my mobile phone due to they couldnt figure out why the transferring the service was not happing electronically, by now it was already 3 hours of dealing with it. So I borrow my daughter phone to call XXXX again. On this call another 4 hours being transferred 12 times and finally getting someone to see what can do for me then decided to tell me I need to go to one of their stores to show them my ID and for them to help me there. Every time I spoke with the agents I had already explained that I have a new phone that I have received from my daughter brand new in XXXX. So on that week Sunday I show up finally to get help and to let them know what has been happing to me on the phone and I chose at that time to cancel the service due to losing interviews and jobs and removing anything to do with XXXX for not working on time and not helping properly with me over the phone to be told by the agent in the store that they dont have a manager on the floor to cancel the order and need to call back XXXX that I want a refund. So the next day on Monday I called and was transferred again for over 10 times and still no refund them hanging up on me and being told I will get the refund. Could not call during the week due having to work. I was calling back again and went through the same thing until XX/XX/XXXX that finally I was told have being transferred over 10 times I will get the refund, but I had called USSA to let them know and to also dispute to charges of the issue just in case XXXX doesnt do it correctly. But USSA DO NOT HELP THEIR CUSTOMERS AT ALL!! They feel that after speaking with XXXX I was in the wrong and I dont need to get my money back because I had their merchandise that I never purchase from them. I have already reported XXXX to XXXX, but still no answer from them and the USSA feels after explaining to them numerous times I never received service from the company they have the right to have my money. USSA doesnt care about their customers just keeping the big company happy. So I still dont have the charges reverse due to this. I will never use them for billing ever again, I learned my lesson.
|
| 07/02/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
|
|
Web |
Servicemember |
|
On XX/XX/2018 my vehicle was repossessed. I was confused as to why it was taken seeing as we had already sent the payment to them to try and stay current with the bill. We called and as it turns out the payment we had sent didn't go through because of a typo on the routing number we never received a call a notification email a letter ... Nothing saying our payment didn't go through. When we told USAA this the person on the phone could clearly care less and told we would have to pay the ban XXXX in order to get back into the vehicle plus the repo and storage fees. After hearing that I agreed we would've been more proactive in making sure the payment have gone through and told her we didn't have the money that instant but would come up with it Ina few days but I'd like to still talk to a supervisor to make sure there's absolutely nothing they can do to help us we were told there was no supervisor there to talk to us and that we would be put on a call back list. I agreed well the second of XX/XX/XXXX rolls around and still no call back. So i call again this morning having got the money together and decided robust make the payment they wanted. Well apparently that's not good enough for them anymore and now they want the loan payed in full. Now they are just playing games had I had the amount a few days ago i would've been back in my vehicle that day how things change so drastically by just a few days it's ridiculos. So again I ask to speak to a supervisor I'm told there's not one available to transfer me to because there's an issue with the phones I ask if I can just stay in hold until they figure it I'm told no because she has other members to help and I need to wait for a call back i ask if he supervisor could just walk over and use her phone again I'm told I need to wait for a call back. So I agree and they hang up. A few hours later I figure what the heck maybe they fixed the issue I'll try again. So I call back again I'm told there's no supervisor available that they've been in a meeting all morning and that's why their not accepting calls ( apparently the whole phones not working story was XXXX ) but at least she was kind of to hear me out and listen to what happend and told me she'd email the supervisor directly and ask him to call me as soon as possible. Well all this waiting would be fine and dandy if I was accruing more and more storage fees the longer my vehicle stays at the lot. And If I wasn't told something different every time I call. They will not give me an extension to their supervisor not any other number to any of the higher level management they reside to give me the contact info to anyone nor do they have it on their website
|
| 07/27/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Servicemember |
|
I applied for a USAA Secured Credit account approximately two months ago. After putting a certificate of deposit ( {$250.00} ) to serve as collateral, my account was approved.
I have been using and making steady payments on the account up until now. This month 's statement balance was the first time I ever had paid an available balance in full.
I made the available balance payment ( in multiple transactions ) two days early than my statement closing date. The payments I made posted a business day before my payment was actually due.
USAA is refusing to apply the balance towards my credit limit ( restore my credit limit ) ; while the balance is applied towards my account, the use of my card is limited.
USAA gave several reasons as to the case : 1. Payments were made with an external account and the credit card was too young - I have been a customer with USAA for over 3 years, and have used only this account to externally fund the approximately nine ( 9 ) diverse accounts I have with them. This external payment account is with Chase bank, and the routing number and account number have been given to USAA prior to opening the account.
2. USAA wants to be sure that they are getting the money - this is the most insulting thing I have ever heard from a bank, especially one of USAA 's caliber ; the card is secured against a deposit, which USAA can reclaim in any event my financial obligations are not met.
3. USAA stipulates that they have the right to increase, reduce, cancel or suspend any credit line - the lack of application of a paid amount to a credit line doesn't normally constitute a credit line reduction or suspension. It does however, indicate USAA 's purposeful neglect in adhering to the terms of its own agreement - where payments made will be credited to the account the same business day ( though this means the account, not the credit line, this does not mean to say that USAA can abuse this power ). At any rate, USAA should not abuse this clause.
I have a hold of 7 days on the account for a 30 day billing cycle. Translated yearly, this equates to a nearly three ( 3 ) month loss of use every year. Further, I was so ecstatic about receiving a credit card from USAA that I increased the credit limit ( by increasing the CD amount ) by {$100.00}, making the total amount of secured credit offered to me at {$350.00}. This also received a payment hold. When I spoke to USAA credit card customer service, they informed me that credit line increase holds were defined in my credit card agreement ( a rather full version is found at XXXX XXXX XXXX XXXX XXXX XXXX ), but could not tell me specifically where such a stipulation or clause was present.
|
| 01/05/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
- Problem with customer service
|
|
Web |
Servicemember |
|
I believe USAA is denying me the use of my deposits within a reasonable amount of time needed to purchase a home.
I ordered a cashiers check from USAA on XX/XX/XXXX for the amount of {$62000.00} for closing costs on a home that is scheduled to settle on XX/XX/XXXX. The deposit balance for the check in my account was immediately withdrawn to issue the check. The check was to be expedited with a shipping time of XXXX days.
I called USAA on XX/XX/XXXX to inquire about the status of the check and was told it was issued on XX/XX/XXXX and had not yet shipped.
I again called USAA on XX/XX/XXXX to inquire about the status of the check and was told it still had not shipped. Upon manager escalation I was told that the check had been canceled and the funds would be available in XXXX business days from cancelation. I was planning to wire the money to the settlement agent rather than waiting on the cashiers check. I explained to the representative that this was not an acceptable or timely solution. On this timeline the deposited funds were withdrawn on XX/XX/XXXX and may not be made available to me again until XX/XX/XXXX. He ensured me this was the best he could do and that no further escalation was possible.
I called again the evening of XX/XX/XXXX after learning that the settlement date would have to be moved without the funds and likely cost {$1500.00} for a rate lock extension as the rate expired on XX/XX/XXXX. The delay would also jeopardize the purchase of the home as there were several other offers on the house.
When I called the evening of XX/XX/XXXX I was ultimately transferred to the bank 's Executive Response Team ( ERT ) after indicating I would be filing a complaint with the CFPB if this was not resolved in time for settlement on the morning of XXXX.
In speaking with the member from the ERT she informed me the best she could do was have a manger call me back the following day, XX/XX/XXXX, and that those deposited funds could be made available within XXXX days with an expedite.
As of XXXX am EST on XX/XX/XXXX I am still without those deposited funds. My deposited funds have not been available to me for 7 days with no resolution identified. I believe USAA is denying me the use of my deposits within a reasonable amount of time and this is potentially going to cost to incur additional expense in the form of a rate lock extension at best, and losing this home and restarting the search for a new home in a challenging market at worst. The situation is unacceptable and USAA 's lack of urgency in returning these deposited funds to me is insufficient and extremely disappointing for a for what is regarded as a trusted financial institution.
|
| 09/12/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan modification,collection,foreclosure
|
|
Web |
Servicemember |
|
I am XXXX military, and have been since XX/XX/XXXX.
In XX/XX/XXXX I purchased a house in XXXX, Arizona through USAA. The loan was a split ( XXXX ).
I left the US to serve XXXX from XXXX until XXXX.
During this time USAA sold the primary to another mortgage lender, but USAA retained the " XXXX % '' of the loan for themselves.
I returned to the US and was divorced shortly after in XX/XX/XXXX-XX/XX/XXXX and because of the housing market crash, the house was upside down. When I attempted to execute a short sale to remove the property as a joint holding between my ex-wife and I, she declined to do so out of pure vindictiveness. This forces the disposal of the property to have to be foreclosed upon in order to break ties and liquidate the property.
The foreclosure process began, USAA refusel the XXXX / XXXX offer to settle with the primary lender, and the first mortgage holder closed without them.
USAA somehoe re-catorgized the loan as a " Home Equity Line of Credit '' even though it was original purchase money and not an HLOC.
In the State of Arizona, there are laws ( see the attached letter as a reference ), that state that all money used as original purchase money, is " forgiven '' at the time of foreclosure.
USAA has failed to recognize these laws and recorded my mortgage, even after the foreclosure, as a open account with a XXXX balance.
After seeking assistance from military legal offices, USAA 's only actions in response to the letter requesting the removal of the loan from my credit report, was to file a XXXX and report the loan as loss to them, and capital gains for me. I got smaked with the tax bill, and paid as required.
However, even after USAA recorded the loss, they still continue to report the mortgage loan on my credit reports and will not communicate with me, or my proxies to resolve this issue. In one event, they actually withheld my military pay to make a mortgage payment forcing me to change my military direct deposit banks to prevent further interference from the bank. I have successfully gotten one of the credit agencies to remove the account based on the law, but USAA has proven to be manipulative and uncooperative, especially since they claim to be a military affiliated institution that is stonewalling an XXXX military member causing massive financial implications in direct contract with the Arizona Revised Statutes that they agree to abide by when they do business in those states. This is a typical struggle of the little guy against the " big bank '' who uses stonewall tactics for their own financial gain, while the whole time advertising themselves as being a " military member supportive institution ''.
|
| 12/04/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
TO DATE IS XX/XX/XXXX MY NAME IS XXXX, XXXX I AM FILING A COMPLAINT AGAINST XXXX XXXX XXXX XXXX XXXX and XXXX XXXX, BOTH COMPANIES failed to follow reasonable procedures to assure maximum possible accuracy in the preparation of my consumer report consumer reports as defined in 15 U.S.C. 1681a ( d ), and consequently reported inaccurate information about me causing me irreparable harm.
I XXXX, XXXX the Authorized Representative for XXXX XXXX has been unfairly treated due to the nature of improper credit reporting, and for the mistreatment of the credit reporting laws and compliance.These are multiple violations of the law and slander of my good name and character. REASONS : I NEVER GAVE ANY AUTHORIZED / PERMISSIBLE USE OF ANY OF MY PERSONAL INFORMATION. I refuse to be an implied surety/debtor. These are few of many violations done on my good name ; which breaks the law. These listed Violations are based on breach of fiduciary duties TILA, FCRA, GLBA, CFPA, THE Sherman Antitrust Act, FTC Act and RICO Act As a result, I was discriminated against and denied my right to extend credit. I also suffered emotionally as well as financial hardship. Therefore, your company is liable according to 15 USC 1681o This account dont belong on my consumer file and must be deleted immediately USAA SAVINGS BANK XXXX Date opened XX/XX/XXXX Consumer reports under 15 U.S.C . 1681a ( d ) include both credit file disclosures obtained directly by me from the consumer reporting agencies and consumer reports obtained by third parties as a factor in establishing my eligibility for credit.
XXXX negligent, willfully continued to report the inaccurate information even after dispute notices under the FCRA absent notices of dispute about the accuracy of this account and I have notified XXXX of an error and requested a re-investigation which never happen.
Despite various disputes I had submitted to XXXX company willfully ignored all my attempts to correct the misleading information, that resulting in the denial of various loans.
Which cause me irreparable harm, emotional and financial stress to me.
XXXX unreasonable policies and procedures routinely report inaccurate and materially misleading information about consumer file including this account with USAA SAVINGS BANK that have been discharged from identity theft and has no permissible purpose.
Rather than follow reasonable procedures to assure maximum possible accuracy, as required by the FCRA, XXXX frequently reported information regarding debts based on information they know is incomplete or inaccurate.
Remove this account from my file USAA SAVINGS BANK XXXX Date openedXXXX ( ( please see attachments ) )
|
| 04/15/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
USAA, states payment was not made, on account which it was bank statement show this to be the case as well USAA put payment to wrong account and knew this to be the case and lied about it USAA stated was going to make the change put to right account The right account was the XXXX XXXX, payment was XXXX that was paid on time USAA did not fix the payment as stated over the telephone, just left it the way it was rather than to fix there mistake they made don't know if this was the case or not with wrong account?
USAA went into card holder visa card account and with out NO right to do so paid XXXX dollars out of card holder visa account to the XXXX XXXX account with out card holder permission, that is a violation of the credit card agreement, USAA states this was done because the payment was not made on the XXXX XXXX, and because policy was in its renewal stage, as well the policy was delinquent because of the XX/XX/2023 payment was not made but it was, USAA knew that it was?
USAA put payment to wrong account from what they stated, card holder did not know of this payment from the visa card until the statement was mailed out this is when card holder call to find out what was going on with the two accounts, nothing was change as stated by USAA, representative she stated was going to fix the accounts, but never did, and just went to the visa account and paid the XXXX XXXX payment the XXXX, USAA states the only thing that can be done is for card holder to pay the XXXX first and than they can put the XXXX back on the visa card account, not thinking that the car policy is wrong as well, card holder believe this was purposely done, base of the fact first payment not made, late charge of XXXX, went into visa account for payment, put payment to wrong account from what was stated, never fix the account, whats up with that, this is the second time had to file complaint about USAA pattern and practices, with card holder accounts, the last complaint was as well the visa account, this has to stop, card holder has been a long and out standing card holder for USAA, who as well has the XXXX XXXX, XXXX XXXX, as well a vias card that was paid off just last month for {$7100.00} dollars, in full and now USAA does this to there belove XXXX XXXX Veterans? " seriously '' thinking about canceling these contracts with USAA this is how they care about " VETERANS '' this last part is for [ CFPB card holder file complaints in the past and nothing was ever done so this will be the same protocol as before, it is what it is, ] at least the Public can review how USAA is helping there Military Veterans, I'Im just saying, and keeping it real Thank, You Card holder
|
| 12/29/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX. I was scammed and submitted a fake check to one of my savings accounts. There was multiple transactions there to transfer money through XXXX to the scammer, all of them were rejected and was not sent. I suspected that it was fraud after multiple attempts to send money to the scammer. I called the USAA Fraud Department to report this right away and to put a note on my account so they can protect me. On the week of XX/XX/XXXX, I keep seeing on the USAA app that my funds are unavailable. I thought it was a glitch so I let it be. I received a call from USAA on XX/XX/XXXX which is XXXX XXXX at XXXX, I asked them to call me back because I am hosting a XXXX party with my friends and family plus it's already too late. The person told me that she understands, and would call me back. Today is XX/XX/XXXX, and I never received a call back. I contacted USAA to know more as to why my funds are unavailable and ask them to fix it. That's when I learned that they have closed or made all of my funds unavailable without prior notice including my savings accounts that I share with my husband. They made it unavailable before informing me, before I can give any opinion on my part. I have done my part to report the fraud activity because I was the victim, but they are treating me like I was the bad person. They have closed my accounts and did not give me a chance to transfer my funds so I can pay my bills on the first week of XXXX. They made my own money unavailable. How am I supposed to buy groceries, pay my bills, and feed my kid without access to my accounts? They told me that they will not send my check or my money until after 60 days. Where am I supposed to get money to pay my bills and buy food? They have violated my right to be informed, to be heard, and to redress this situation. I was a victim, and I have been a loyal customer to USAA since XXXX as a XXXX XXXX XXXX and this is what they paid me back. This is not right. They failed to inform me before making my funds unavailable. They failed to give me a warning or a notice. They failed to hear my opinions regarding what happened. They failed to protect me as a consumer to redress this fraud activity. Please help me correct this. They are also closing my credit card accounts and this will hurt my credit history. I have never missed any payments and have an excellent credit score, but because of this, this would hurt my credibility. USAA is also the account I used to receive my GI Bill and XXXX benefits from the VA. They did not give me a chance to change anything or even update my direct deposit before doing this to me. I have no money to pay my bills and buy food for my kid.
|
| 03/08/2017 |
Yes |
|
- Application processing delay
|
|
Web |
|
|
I received a low APR credit card balance transfer offer from XXXX.
On XX/XX/2017 I initiated a balance transfer from a USAA credit card to a XXXX credit card in the amount of {$3000.00}. I was told that transfers could take from 10-14 business days.
{$3000.00} was debited to my XXXX credit card on XX/XX/2017. USAA did not credit my credit card until XX/XX/2017.
On XX/XX/2017, I initiated a second balance transfer from the same USAA credit card to the same XXXX credit card in the same amount of {$3000.00}. On XX/XX/2017, I received correspondence from XXXX advising that they were unble to process my transfer request because " XXXX XXXX XXXX ''.
I contacted XXXX XXXX : what additional information was needed and XXXX advised me that USAA had denied my second request because USAA " thought it was a duplicate ''. USAA never contacted me to inquire or advise me of their denial.
I contacted USAA and got a run around explanation.
On XX/XX/2017 I re-initiated my XX/XX/2017 {$3000.00} balance transfer request from USAA to XXXX. USAA credited this second request on XX/XX/2017.
On XX/XX/2017 I initiated a third balance transfer request in the amount of {$1000.00} from the same USAA credit card to the same XXXX credit card.
As of today, XX/XX/2017, I see no posting that USAA has credited my account for the {$1000.00} transfer.
Since USAA has a state of the art reputation for electronic transactions, I questioned XXXX why there was such a delay between their almost instant debiting of my balance transfer and USAA 's prolonged crediting of the transfer. I was told that USAA required a paper check for payment - they would not execute an electronic funds transaction for balance transfers.
Since both XXXX and USAA are known for the their worldwide and frequently on-the-move membership community, online and electronic banking are strong points for both.
If in fact, USAA requires a paper check for balance transfer transactions, it means that I am paying overlapping interest rates - one immediately to XXXX when it debits my account as a balance transfer is treated as an Advance and another to USAA during the delay in their posting a credit to my account.
USAA has never delayed any of my other electronic payments - they are posted almost immediately.
It is my belief that USAA is requiring paper checks in order to delay their credit postings in order to collect additional interest income monies.
I am especially concerned that USAA took it upon themselves to deny a balance transfer payment " assuming ... '' that it was a duplicate without making any effort to contact me, their long time member, to verify my transaction intentions.
|
| 09/22/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
USAA did nothing to protect us after we immediately reported a fraudulent charge, while the charge was still pending. I canceled my card and requested a new card but was basically ignored until my husband called. The card was in my name but, not even once, did USAA notify me of the status of the requested fraud investigation ; they sent all written communication directly to my husband and addressed everything to my husband. Furthermore, USAA never once asked either of us to directly contact the merchant from whom the fraudulent purchase was made. Instead, USAA promised us they were doing a thorough investigation. In the meantime, they took the entire disputed amount, more than {$690.00} out of our bank account. Their investigations came back with an erroneous determination that we did indeed purchase the item. We had no knowledge about, nor did we have an exact shipping address for the alleged item. We had to basically beg a supervisor to divulge what exactly was the item in question and where was it supposedly sent ; the item was sent to a different State and we were never even told to whom it was sent or to what exact address. After my husband was basically told that we lied and mustve made the purchase, today I called the merchant myself. The merchant immediately advised me that it appeared my account had been hacked and even locked, so neither the agent nor I could even look at the account details! Thankfully, after 2 stressful and upsetting months working unsuccessfully with USAA, the merchant determined immediately, with my single phone call, that we were indeed due a refund. This kind of integrity and action was what we expected from USAA, the bank with which my husband has been associated for more than 42 years. There is something very wrong going on at USAA. I am extremely relieved that the merchant is doing the right thing, but I thought that an overseeing fiduciary body should be aware that USAA is basically stealing peoples hard-earned money with their so-called investigations. We will be taking our money out of USAA and moving it to another bank. The merchant has advised it may take up to 62 days for us to receive our refund check. Though this strains our day to day flow of funds, at least we will eventually get back our money. Shame on USAA. This bank should be thoroughly investigated for spousal discrimination and theft. If it happened to us, Im sure its happening to others. One final note, I hope that the person who committed the fraud is brought to justice. I would be willing to do all I can to help move matters to that end. This whole ordeal is shameful. I am, again, grateful the merchant came through.
|
| 09/07/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Servicemember |
|
In XXXX of 2016 I refinanced a XXXX XXXX XXXX and financed an XXXX XXXX XXXX with USAA Federal Savings Bank. I did both loans over the phone. Within the first few months I noticed I was falling behind in payments on the XXXX XXXX. Of course this was recorded on my credit report. I called USAA and asked what was going on. I was told the XXXX XXXX was scheduled for a monthly payment but the XXXX XXXX was scheduled for a payment of {$390.00} every 14 days. I explained to USAA at the time I didn't set the loan up that way. I was XXXX XXXX military and my pay was distributed on the XXXX and XXXX of every month. It didn't make any sense to set up a loan payment every 14 days. USAA is well aware of the military pay schedule the bank was founded by military Officers. I was told by USAA because of a contract between them and I agrees to a payment of every 14 days, they were expecting the payment. The only thing they I could do is refinance the loan. That was ridiculous. Why would I have my credit dinged because your representative made an honest mistake. I believe the representative who made check mark on my application agreeing to every 14 days for a payment made an honest mistake. Of course this can't be checked because the loan was processed over the phone. Anytime you mention biweekly and every other week to someone you risk the person has the frequency confused. Knowing my pay schedule I wouldn't have knowingly agreed to an every 14 days payment because I didn't get paid that way. In XXXX of 2016 I was XXXX retired from the XXXX after 17 and 1/2 years. I called USAA in XXXX of 2016 and asked if they could help me by adjusting my XXXX contract because my pay would change from twice a month to once a month. They told me to refinance the car to change the frequency. Again I opted not to because I didn't want my credit dinged. At least twice a month USAA charge me late fees on the XXXX. At this point I have totally lost track how much money extra i'm paying in late fees. Also USAA applies how much money they want to my principle and interest rate. The online database which shows how much money is going to the principle and interest is inaccurate compared to what USAA representatives can see on their screen. I can make a payment of XXXX dollars. One month they will put XXXX toward interest and XXXX toward the principle. The following month I can make a payment of XXXX dollars. USAA will put XXXX dollars toward the principle, XXXX dollars toward interest and XXXX dollars toward late fees. Another example ; USAA online database will say I owe XXXX dollars on the XXXX and when I call the representative will say I owe XXXX dollars.
|
| 01/04/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
Servicemember |
|
Just after XXXX a priority mail letter was delivered to a home that I stayed at temporarily while looking for a job. The person who lives there brought the letter to my home on XX/XX/XXXX. I used the mobile deposit feature in the banking app and deposited the funds. The check was dated XX/XX/2018 in the amount of {$2900.00} and was written out to me. I spent some of the money on household goods as I was XXXX up until XX/XX/XXXX and had nothing in my home. On the XXXX I went to purchase groceries and my card was declined. I called my bank and was told that the check was reversed due to insufficient funds and that it was my responsibility to know if the funds were available prior to depositing the check. I was instructed to contact the issuing bank, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA XXXX. Upon calling them the woman I spoke with asked for the check details including account and routing number and though the routing number was correct she stated that the account did not exist. I was told that this could potentially be fraud and to call my bank. I called my bank immediately, USAA, and relayed the information I was just given and was directed to the fraud department to start a claim. After speaking with them both of my checking and savings accounts as well as my husbands checking account was frozen. To this day I still can not even access the website to view my accounts or notices. I called my bank repeatedly and was told that the money needed to be recouped immediately. I asked what my options were and was told that they had to take all of the money from all of the accounts to offset the balance. I was not given any other option but was forced ( I feel like I was forced ) to give them permission to drain all of the accounts and still owe them {$590.00}. I was told that if I dont pay the difference before XX/XX/XXXX five or take then all of the accounts would be closed and they would submit my information to collections as well as post it on my credit report. Even after explaining that Im currently unemployed and do not have any other bank accounts I was asked to write a check for the balance. I attempted to file a police report at the XXXX XXXX Police Department in NJ I was told that I would be arrested for submitting a false police report. I should also mention that the original letter came with tracking information and that my husbands account was frozen because Im listed as a joint user. Every account that had my name on it is frozen. I received a letter in dated XX/XX/XXXX stating that the check was returned because the account could not be found. I called USAA and was told that my fraud claim was denied.
|
| 06/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
To whom it may concern My name is XXXX XXXX XXXX. I am the son of XXXX XXXX XXXX who passed away on XX/XX/XXXX of XXXX. Her cause of death was ultimately XXXX and at the end of her life she borrowed from both family and creditors to seek treatment to extend her life. Due to some bad financial decisions, she died with a large amount of personal debt. In the two weeks prior to her death, she appointed me the executor of her estate. Due to the large amount of debt her attorney has advised me to NOT probate her estate because the cost would be greater than the only outstanding asset which are her two accounts with USAA bank. One account was/is a savings and the other was/is a checking.
I have asked USAA bank multiple times via phone calls to help me know which forms and/or legal documents they would need make a distribution that does not involve the probate of her estate.
USAA has consistently been unhelpful and not able to provide me with what would be required if my mothers estate was not going to go through probate.
Please note the following facts.
Although my mother spent her last two weeks in XXXX she died as a XXXX resident and her death certificate from the state of XXXX states that she was a XXXX resident. The attorney that has advised me on her estate is a resident and practices law in XXXX.
USAA has ignored my requests to help me distribute the monies in the two USAA accounts and has sent me two checks made payable to the estate of my mother.
USAA currently does not understand two issues that I have voiced in my numerous phone calls. First they told me that they will never have an attorney from USAA legal department communicate with me either by telephone email or letter what they need to close the two accounts with USAA. Lastly, USAA has consistently stated to me that they will not communicate with my XXXX attorney whos asking what forms they need and/or what process they would require from him to close the two accounts.
Theyve literally said to have my attorney prepare a form send it in and then they will decide if they will or will not process the closing of the two USAA accounts. I find their directions and responses both confusing and very nebulous.
For example when I asked what the time frame was for the closure of my mothers two accounts, they have literally told me the accounts would be closed at some time in the future and when I asked them for a specific time frame in accordance with the bank rules and the state of XXXX, they said I would have to wait and see that theres no clear-cut process or timeline, which I find unclear.
Your help on this matter would be greatly appreciated.
|
| 12/21/2020 |
Yes |
- Credit card or prepaid card
- Gift card
|
|
|
Web |
Servicemember |
|
I am a victim of a gift card scam and my bank said there is now way I can get my money back because I " participated '' in the act. It all started with a call from someone who identified themselves working with the IRS on XXXX XXXX They said multiple checking accounts were opened up in my name in Texas and was used to money launder into XXXX. I was being charged with money laundering and drug trafficking. I either had to go to court in Texas and plead my innocence or corporate with a local investigation. I picked the local investigation. I told them what county I am in and then they connected with a 3rd caller who was supposedly the my county Sheriff. The Sheriff then called me to speak one on one, and when he called me it came up in my phone as the name of my County Sheriff 's office. He said we can only speak on this line because it is recorded and I can not talk to anyone about this investigation or else I would have to go to court in Texas. He said the most important thing you need to do is " XXXX '' your money. Because they were going to freeze all accounts opened up under my social security number because of the money laundering charge. In order to do this I had to buy gift cards at XXXX dollars a pop. I would then exchange them for " Government Vouchers ''. It wasn't until the second day after we didn't meet that I figured out what was going on. He had me scratch off the back and read him the account number and pin number on the gift card and then I would go back into the store, most of them were XXXX, and I would go to self checkout and grab 10 at a time. I would only ring up two at a time because there was a XXXX dollar limit. All in all I lost XXXX dollars with 97 gift card purchases. I filed a fraud claim with the real Sheriffs department and with my bank. I emptied out both of my checking accounts, both of my savings accounts, and even started selling stocks from my mutual funds. This scam really has hit me hard financially and I don't think I will be able to recover from this if I am not able to receive these funds back. I did everything I can to report this issue and notified everyone that should be notified ; to include the IRS, the FTC, my bank, XXXX, and my Sheriff 's Department. While searching online I found out that there was a lady who lost over {$100000.00} and was able to get it all refunded. It does not seem fair that she was able to get her funds back and I am not. Is it because the local news covered it and she ended up on T.V and had an article written about it. I really need help on this matter and I feel like I am not getting any, even though I reported it to all the respective parties.
|
| 08/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On or about XXXX XXXX, I attempted to make a {$10000.00} deposit to my XXXX XXXX XXXX from my checking account at USAA from within the XXXX app. I received an error message that stated it couldnt be processed and to try again. I checked my USAA account, saw no monies missing and re-attempted on XXXX XXXX and was able to deposit {$10000.00} into my XXXX XXXX XXXX. On XXXX XXXX, I received an email from XXXX XXXX stating that my deposit had been returned due to NSF. I realized that the transaction I thought had been unsuccessful was actually successful and it had attempted to withdraw the money twice which resulted in the NSF ( despite there being only XXXX withdrawal from my USAA account and XXXX deposit to my XXXX account ).
I immediately called XXXX and was reassured that my money had already been sent back to USAA. I called USAA after speaking with XXXX and was told that because it was an external institution, the return of my funds could take XXXX business days. I called USAA again the following Monday ( XXXX XXXX ) for an unrelated reason and also spoke to banking. I was again told to give it another day or XXXX. I spoke to USAA again on XXXX and was told by a representative that it actually can take XXXX business days for my funds to be returned and that I had XXXX options : either wait until Friday, check my account and call again if needed or the representative could go ahead and create a work item to figure out where the funds are. I opted for option XXXX. I checked my account Friday, XXXX, and still no funds.
I called USAA on XXXX to check on the status of my work item and was told that they had closed my ticket and I was not informed. The USAA representative said that I needed to get a XXXX trace number from XXXX per their request. I called XXXX and was given both their trace number and the USAA XXXX number. I then called USAA again and was able to create another work item for them to find my funds.
I just received another notification ( XXXX ) from USAA saying they need another trace number ( already given ) and/or to reach back out to XXXX despite them having already released the funds back to USAA.
It is now over XXXX weeks since the initial transaction and neither bank is being helpful towards me with getting my money back. This whole process has been entirely unnecessary and should be significantly more simple than it is. I made a test deposit from my XXXX account to my USAA account and the money was in my account same day. It is unacceptable that XXXX weeks later, I am still missing {$10000.00} because either company has not sent the money back or they have not routed it back to my account.
|
| 10/03/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
I enlisted in the military several months ago and prior to shipping to basic training ( on XX/XX/XXXX ) I thought it would be a wise decision to transfer my entire life savings from XXXXXXXX XXXX XXXXnto an account with USAA because of the benefits they offer to service members. A HUGE mistake. I walked into the headquarters in the XXXX XXXX location and handed the teller a check for {$90000.00} to be deposited into my checking account. She had to get approval from her manager for a deposit that large but she assured me that the money would arrive safely into my checking account. The bank cleared and released a portion of my funds, which I used to pay off one of my credit cards and then they cleared the entirety of the funds a few days later. 5 days before I left for training I tried to write a check for an investment that I was hoping could grow while I was away at basic training. That afternoon USAA decided to close my account without telling me, locked me out of my online account and opened up a fraud investigation. After completing the account review they decided to deny me banking services and have locked me from my funds ever since. Member services assured me after 60 days they would close my account and send me the remaining funds in the mail. It has been 90+ days and counting and I still have not received my funds. After weeks of prying and misinformation I was told they flagged my initial deposit, my credit card payment and my check for fraudulent activity. I am unclear whether or not that has completely mishandled the entire XXXX all together. You can imagine the sheer panic I am enduring on a daily basis.
While I was in training I had 0 access to the phone and was stressed daily about the status of my account and was worried sick about paying my bills. I have been worried about losing my clearance and my job due to the affects this will have on my credit.
Recently, I spent 4 hours on the phone trying to get answers on my family day rather than spending time with my loved ones i haven't seen in months i got to be on hold with USAA with no answers.
Most recently I found out when I called to check the status of the account closure that one of the service members i spoke to took it upon themselves to submit a re review of the fraud investigation, what she failed to tell me was that that would set the account closure back another 60 days. I'm not expected to receive my funds back until the end of XXXX. This is robbery and I have been ill advised by the people who work at this bank. I've connected with several lawyers and I am prepared to do whatever it takes to get what is rightfully owed to me back
|
| 08/30/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Problems when you are unable to pay
|
|
Web |
|
|
They refuse to address issue over phone where we can talk NO, they rather send NO supporting documents and continue to make me and others suffer, I am dying because of them, my life is ending fast over their theft. Of course they need more time research they are committing illegal crimes and need to be stopped, the consumer has been cut out of the equation in the process. THEY PROMISED to call but refuse cause they know they owe money they rather commit fraud, consumer terrorism and murder and embezzlement cause regulators let them get away with this. Disgusting, I Am loosing my life and future to this and I will not tolerate it. It will be fixed.The issues we have with USAA BANK/CREDIT CARD/DEBIT CARD/LOAN SERVICES/CHECKING/ALL AROUND CUSTOMER SERVICE/RENTERS INSURANCE/AUTO INSURANCE/UNFAIR CREDIT REPORTING and all the things that follow from BAD FAITH INSURANCE to LYING all the way down to in my mind fraud. Before these issues, my life, my credit, my career and my identity where not only going very well, but we can prove, we never missed a bill EVER. We can also show faxes, witnesses, police reports, emails, phone records right on down the line and the fact we never were once late with a credit card bill, ever, we always paid more than was expected. So how come if we always paid on time and kept up with other monthly bills did USAA put our credit card in collections when we sent them identity theft paperwork on the credit card and checking account. Falsely putting credit card in collections itself has cost us major health, job, credit issues we never ever had as well as a whole breed of fake things on your credit. The headaches alone we go through daily and the loss in our lives is extreme. Not to mention the dozen of unpaid policy renters and automobile things need to be paid. But even from the first issue when we were massively identity theft through our checking, even though we ended up finding out who it was and there was an arrest and witness to came to us and testified to the culprit wrong doings, the whole time we had money missing from our accounts prior to finding out what was going on USAA BANK was rude and uncaring and told me that it was probably my boyfriend at the time doing it and I should have him arrested. WHAT KINDA COMMENT IS THAT And after we found out who did it, when we called to let USAA BANK know XXXX ( ext XXXX ) screamed at XXXX XXXX when he was trying to be kind and let them know what was going on, she did not care, she was more concerned if we wanted anything from them This is something we dealt with everyone from USAA, all my life I never seen any COMPANY get away with so much.
|
| 12/21/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/18 - a check for {$1400.00} was presented to the acct. It shows as clearing on that date, with an ending balance of {$160.00}. The following day that check was returned and my account was charged a {$29.00} fee for NSF. I contacted them about the issue and was told " there are things that go on behind the scenes that you can't see ''. I then asked for them to explain to me how I would be able to manage my account accurately if they did not provide me with accurate information. They did not provide me an answer, only told me that is not how it works. I contacted the XXXX and have still not been able to speak with USAA regarding the issue.
Fast forward to now. Last night, XX/XX/18, I transferred funds from my USAA savings account to the USAA checking account. The balance in my account prior to that transfer was just a little over {$300.00}. I made the transfer and went back into the account to make sure it was in there. The " current balance '' and " available balance '' both indicated {$1300.00}. No hold, or delay, was indicated. When I checked the account this morning, it now shows my transfer did not go in until today and the items presented came through causing a negative balance of {$230.00}, then the deposit was posted. I contacted them this morning and was again told " that's not how that works ''. The information in the depository agreement does not specify the funds would not be available immediately. The transfer information on the website said transfers between USAA checking and savings accounts were immediate. I inquired as to why my available balance would not reflect the difference between current and available. They did not provide me an answer, only told me that is not how the app works and they are sorry I was confused.
I now am going to have to deal with the repercussions of this returned check from the financial institution it was deposited to. I am going to have multiple fees and no one seems to care that what can be seen by members is clearly not accurate. It is ridiculous for them to expect me to be okay with seeing an available balance that is plenty to cover the presented items, only to be blindsided the next day with returned items and fees. I have been with USAA for 12 years and feel they do not have members ' best interests at heart. I also have reached out multiple times today to the office of the CEO without any success. I am at a loss and feel I may need to get a lawyer involved because these business practices that are costing me money and time.
I would love to provide you with screenshots of my account, but they have it set up so you can not screenshot the account.
|
| 06/08/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
Yes, my name is XXXX XXXX . I have written before about this issue with USAA Federal Savings Bank Mortgage Services, Homeowners Insurance Services- in particular XXXX XXXX XXXX XXXX out of XXXX Alabama and XXXX , w hom USAA uses to service their mortgages. I am currently trying to sell my home as a direct result of very exceedingly shoddy service by all the above listed corporations. To the point. Yesterday I spoke with XXXX XXXX of USAA, who USAA assigned to investigate these matters. XXXX XXXX was unable to find any voice recordings of myself nor my realtor of XXXX XXXX XXXX , in XXXX Alabama- f or the last 30-days. This is odd as USAA reco rds every call! Second, XXXX XXXX claimed USAA does no t provide any informal property appraisal 's. As I explained to XXXX XXXX , why was this simply not originally told to my realator, instead of her being transferred 3-times, and myself whne I was transferred everywhere but right department at XXXX - t his says nothing of USAA agent I spo ke with simply not telling me this to begin with. XXXX XXXX was also supposed to call my realator and explain this when we humg up and she did not. XXXX XXXX also asked if, I wanted USAA to re investig ate XXXX XXXX XXXX XXXX out of XXXX Alabama, and I told her i f USAA was n ot smart enough to figure out on there own they needed to so then I was not going to tell them to do so! Furthermore, I have had issues, as I have told you before with the Probate Judge of XXXX County- XXXX XXXX , who has ties to XXXX XXXX XXXX XXXX out of XXXX Alabama . I al so told you I have had issue with City of XXXX , and my Property Owners Association- XXXX XXXX XXXX XXXX . Additionally, I told you, XXXX numerous books these entities have various means of lowering residents property value. Therefore I am submitting attached file demonstrating this, as evidence. Sadly, I have been put though ringer by just about everybody since I bought this house last XX/XX/XXXX - ergo why I am selling, in large part. XXXX , renowned authority severa l thousand people a yer commit XXXX due to Homeowners Association/POA XXXX . I will simply not be one o f those unfortunate individuals. Any assistance you can provide in this matter would be appreciated. PS : As I have told you repeatedly, USAA is run by r etired senior military officers and there are well over 50,000 vete rans in my area- so odds that is some link here are in fact pretty great. But that is for others, such as your organization, to figure out not me.
|
| 01/10/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I was contacted by USAA concerning my credit card. During the conversation, I reiterated multiple times that while I was seeking a resolution to the problem at hand, the solution would not be made through me closing my account. Eventually, the agent made the statement that " [ he ] was making the decision to close the account. I need you to listen and agree to the following recorded statements. '' Given the manner and method in which the statement was given, coupled with the fact that I am already prone to XXXX and XXXX XXXX- something that USAA should be considerate of given that they market themselves to military members who as a group tend to suffer from XXXX and other high stress XXXX XXXX- I understood that I was not offered an option other than to follow the directions issued by the agent.
I have since contacted the company and requested, asked, argued, pleaded, and every other synonym for them to review the recording of the conversation. While they have agreed that there is a recording of my agreement to the closure, no one will clarify any of the surrounding conversation prior to the closure of the account. The closest that occurs is that one agent has stretched, tremendously, that I previously agreed to the closure when I said " yeah '' after the agent asked " So I understand that you want to be done with everything and close the account. '' Has no one ever taken XXXX grade English and studied the word " ambiguous ''? I wished to be done with the problem that I was contacted about, I did not wish to close my account, which I had made plainly clear in multiple other statements, and which no agent will verify that I said.
I maintain that they know if they verify my statement that I did not wish to close my account, then they have to admit that their agent acted inappropriately, and every action they have taken since then is punitive against me. Up to and including harassing phone calls meant to intimidate me to stop me from pursuing further actions to have this corrected.
I have reached the end of my abilities to try to reason with the company. No agent will answer my question of how many times I made plain statement that I did not wish to close the account. No agent can explain how an agent can close my account- in good standing- against my express wishes and stated desires, other than through coercive means.
Due to the closure of the account, my oldest and largest credit account, my credit score took a XXXX point drop. My other credit cards halved ( or more ) my available credit, and I have been dealing with constant and daily XXXX and stress XXXX XXXX XXXX
Help, please.
|
| 02/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
The incident occurred on XX/XX/2018.
I was contacted by what was believed to be an employer, but resulted in fraudulent activity ; the bank was aware of my concerns during this interaction with the supposed employer. The bank is refusing to repair damages done to my account despite the recorded calls, text messages, emails, and documents.
Before depositing a check received from this employer I verified with the bank listed on the check that the funds were available and the check was not forged, they assured me the check was real and the funds were available. I also expressed concerns with this bank about their member possibly committing fraud.
I deposited this check into my bank account and called my bank to express concerns that the check may be bad despite what I was told by the employer 's bank, and waited until the check cleared to make any further transactions- in or out of the account.
Before continuing the financial requests of the employer I once again called the bank to confirm the check was posted and good, and to clarify that I would not experience a negative balance due to the check ; the bank ensured the check was posted and it was safe to make transactions. I went forth with the requests of the employer under the impression from my bank that no backlash would happen.
The first wire transfer was returned due to an error on my part and then proceeded to make another wire transfer that was approved. I called my bank before and after both wire transfers to ensure the check was still in the clear, the wire transfers were posted, and there were no concerns that would be detrimental to my credit or financial situation. I was once again reassured that everything was safe.
Two days after the wire transfers were completed I checked my bank account only to see that my account was severely negative. Upon calling my bank to inquire about the status I was informed the check was returned despite what I was previously told.
I filed a claim through my bank for fraudulent activity and contacted the employer who apologized and promised to wire the funds back into my account.
The fraud department denied the claim expressing that it was not fraud due to my authorizing the activity. I received a receipt for the wire transfer from the employer and verified with his bank that it was completed, however, the wire transfer was never received and my bank account has been locked due to the negative funds.
Because the amount is high, the bank has locked all of my bank cards, prevented access to the site to view statements and other products being used such as car insurance and rental/property insurance.
|
| 04/15/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
On XX/XX/XXXX Spouse had a car accident XXXX XXXX XXXX which was totaled by XXXX XXXX XXXX on XX/XX/XXXX. Claim # XXXX. USAA paid XXXX to XXXX XXXX XXXX XXXX, XXXX FL and did not honor the Total Loss Letter sent to the Customer. Instead USAA sent Customer a late notice for Auto Loan Payments on the XXXX XXXX XXXX which was totaled by USAA. I've contacted USAA several times regarding this matter because I informed the Repair Shop on XX/XX/XXXX to stop all Repairs due to the Total Loss Letter received by USAA dated XX/XX/XXXX and XX/XX/XXXX. USAA let the Repair Shop continue with Repairs even after the Customer told them that he would not accept the Vehicle due to the fact the Vehicle is only worth $ XXXX and Repairs totaled $ XXXX resulting in 95 % repaired. This is XXXX XXXX XXXX XXXX XXXX TX that has decided to send late notices and collection notices regarding an Auto Loan for a Vehicle that was Totaled by USAA on XX/XX/XXXX. USAA stated to the Florida Insurance Commission that the XXXX XXXX XXXX XXXX XXXX would not give up the Vehicle. Note : This was not the Customers Shop of Choice and USAA decided to repair Vehicle at the Shop and not the Customer. USAA is sending negative reports to the Credit Agencies regarding Customer not paying for a Loan on a Totaled Vehicle. On XX/XX/XXXX. XXXX the Bank Officer and Insurance Adjuster informed the Customer that the Auto Loan would be paid off due to Vehicle being totaled. This never happened and USAA kept of sending funds for Repairs even though they asked the Customer to send back Title and Keys to Vehicle. This entire matter is still going on with the Shop stating as of XX/XX/XXXX that a Final Payment is still owed even though the Vehicle was totaled on XX/XX/XXXX. USAA should correct any information they've sent to Credit Agencies because per their letters they were supposed to recover Vehicle and pay out the New Car Replacement Policy and the GAP coverage which was on the Bank Loan! I've sent complaints regarding both XXXX XXXX and XXXX XXXX XXXX XXXX with the Florida Insurance Commission and Department of Agriculture. Note : I was in NY attending my Little Brothers Funeral when the accident happened on XX/XX/XXXX and did not return to Florida until XX/XX/XXXX. I signed the Repair order XX/XX/XXXX which was immediately revoked by letter from USAA on XX/XX/XXXX stating the Vehicle was a total loss. Now I've lost use of Vehicle for 5 months, new car replacement coverage and GAP coverage. Also getting late and overdue notices on my Credit Reports which should not be happening because the Vehicle was totaled and the Loan was supposed to pay off by USAA.
|
| 05/03/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American, Servicemember |
|
I have a Credit Card with USAA, opened XXXX XXXX , XXXX with a credit limit of {$13000.00}. My balance is {$12000.00} I have made all my payments timely and violated no policies with USAA. I have over 30 years credit history NEVER EVER missing a payment on any account i have ever had. However, USAA lowered my credit limit from {$13000.00} to {$7600.00}, placing my account more than {$4500.00} over the credit limit This action has caused my credit score to drop dramatically by more than XXXX points This action also forces me to pay well over the average daily balance percentage agreed to in my contract with USAA. USAA 's action has caused my " credit to Ratio '' to increase above 63 % This was a calculated action by USAA and I believe I will be able to prove USAA took this action for discriminatory purposes. As a result of USAA 's unlawful actions, my C.L.U.E XXXX report score decreased causing all my insurance rates to go higher. As of XXXX XXXX , XXXX USAA has NOT provided any notice to inform me of this action or the reasons for reducing my credit limit. No email, no phone call, no message through USAA 's message portal and no letter via USPS. below is a federal policy which regulates this issue, there are others with respect to average monthly payments and lowering credit limits below the card balance. 15 U.S.C. 1691 ( d ) ( 1 ). If the action taken by the creditor is adverse, which includes the " denial or revocation of credit, a change in the terms of an existing credit arrangement, or a refusal to grant credit in substantially the amount or on substantially the terms requested, '' the ECOA and its implementing regulation, known as Regulation B, require the creditor to send a written notice to the applicant. 15 U.S.C. 1691 ( d ) ( 6 ) ; 12 C.F.R. 202.9 ( a ) ( 1 ) ( iii ).
Regulation B specifies that the written notice must contain ( 1 ) a statement of the action taken ; ( 2 ) the name and address of the creditor ; ( 3 ) a statement of the anti-discrimination provision codified in 701 ( a ) of the ECOA ; ( 4 ) the name and address of the federal agency that administers compliance concerning the creditor ; and ( 5 ) a statement of specific reasons for the action taken. 12 C.F.R. 202.9 ( a ) ( 2 ). The statement of reasons " must be specific and indicate the principal reason ( s ) for the adverse action. '' 12 C.F.R. 202.9 ( b ) ( 2 ) " Statements that th e adverse action was based on the creditor 's internal standards or policies or that the applicant... failed to achieve a qualifying score on the creditor 's credit scoring system ARE INSUFFICIENT.
|
| 05/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
On XX/XX/2020 I noticed several entries placed BACK on my XXXX credit report after being removed ( some years earlier ). The items were basically sold to another company and re-reported. XXXX has since removed these entries, but XXXX and XXXX have refused to comply. Additionally, I've provided all 3 credit reporting agencies with my State Issued REAL ID and Social Security Card which provides my full name : XXXX XXXX ... not XXXX XXXX or XXXX XXXX, as we all know that state issued REAL IDs are the equivalent of a United States Passport ; therefore there should be no confusion as to which accounts are mines and which are not. I've asked them to remove anything that doesn't provide my name as XXXX XXXX. Lastly, XXXX has placed a message on my credit report as of XX/XX/2020 that asks any creditor to call me and have provided no phone number to do so, all while still allowing creditors to access my report -- resulting in a lowered credit score!!!!! This " trick '' resulted in a creditor auto-denying my credit application, although they allowed a hard pull to be completed against me resulting in my score being lowered ( DAMAGINF ME AND MY ABILITY TO OBTAIN CREDIT ). The company advised me to have it corrected with them and then I can give them another approval to have them pull my credit for a second time ( RESULTING IN AN EVEN LOWER SCORE AND LIKELY A DENIAL FROM THE PREVIOUS HARD PULL ). This " message '' on my credit does not qualify as a fraud alert, as the credit report is not frozen -- yet this message was not requested to be added to my report by me and is causing me damages. I have expressed to all of the credit bureaus not to lock or add fraud freezes to my account without my knowledge and a personal request to do so. Is that so hard to comply with??
I was applying for an auto loan refinance, with a XXXX credit score on XX/XX/2020 ( along with 100 % exceptional payment history with USAA ( I have car loans, auto insurance, renters insurance and credit card with USAA ). It makes absolutely no logical sense to me how my own creditor can act as though they do not know who I am or as though they are unable to verify who I am while I'm on the phone with them and as soon as my credit report was pulled I'm being notified by XXXX of the hard pull from USAA and change to my account. This is a horrible way of sneaking high interest rates and ensuring they are being passed over to consumers in an already horrible climate for credit decisions, while many people are out of work and their credit is suffering.
I REFUSE TO SUFFER DAMAGES BECAUSE OF UNLAWFUL, UNETHICAL, AND UNFAIR BUSINESS PRACTICES!
|
| 11/14/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I will begin with the fact that USAA is well known for manipulating their customers accounts. If you make a deposit or withdrawal they will move the dates in order for them to collect more fees. I actually have proof of this happening in my account. The most recent occurrence of my account being manipulated was on XXXX/XXXX/2015. I made an immediate withdrawal of {$1800.00} from a local branch which USAA partners with to obtain a cashier 's check in the entire amount withdrawn, similar to an ATM withdrawal but due to the amount it needs to be completed this way per USAA. However, my USAA account statement shows the withdrawal was made on XXXX/XXXX/2015 which is a significant deficit of days and cashiers checks are immediate. I kept all receipts of withdrawals to prove this. I also paid a bill which cleared after a deposit I made in the morning of the XXXX XXXX only to have it magically appear before the deposit, even though it was n't made until after the deposit was made. My next instance happened on XXXX/XXXX/2015 when I deposited via my phone a US Postal money order in the amount of {$310.00} in the morning at approximately XXXX XXXX it was later that day after my deposit which is immediate when made from the mobile device that one of my auto drafts for billing cleared. Once again my account was manipulated and my deposit was moved to after the ACH draft attempted to clear as to make it appear that no funds were available at that time so USAA in turn could charge me an overdraft fee. Then when my check which was written out to my housekeeper in the amount of {$85.00} cleared they once again manipulated my account and charged me not once but twice overdraft fees when you can clearly see on my account statement there were funds available and the check itself did clear the first time. When I spoke with a customer service rep, they told me they could not fix it because it was their computer who processes and they can only see the process. Now, if it is my money and I can see that enough is there to clear any debits or checks they can not do things behind the scenes in order to make more money. I am in the process of changing banks and I want the FTC to look into USAA and their practices as I am not the only service member who has experienced this. I want those fee 's refunded as there was money in my account and I also want their " system '' to reflect actual dates and times of transactions accurately. Again I have proof of all that I have alleged and would be more than happy to hand it over to anyone who wishes to see it. I want to ensure this stops happening to those of us that serve. Thank you
|
| 03/02/2017 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
XXXX XXXX XXXX XX/XX/XXXX USAA/ Consumer Report Dispute Attn : Form Code # XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX XXXX Dear XXXX XXXX, I still have not received your official response to my attached later from XXXX and closure of my identity theft case in your organization as outlined in the attached correspondence.
However, in the very beginning of XX/XX/XXXX, after more than five months of lengthy and very painful follow ups by numerous calls and correspondence with your organization, XXXX XXXX XXXX from the office of the CEO at USAA confirmed verbally to me and my attorney, XXXX XXXX XXXX of XXXX, XXXX, XXXX XXXX, that finally USAA has recognized and confirmed this case as an identity theft! At the same time, for reasons unknown and surprising to me she said that your organization needs a bit of time to close this matter properly within USAA before confirming to me and credit bureaus in writing! Furthermore, after several calls with XXXX XXXX she promised that the case will be properly closed and communicated to me and all the credit bureaus the latest by XX/XX/XXXX. As of the date of this letter to you on XX/XX/XXXX and after several further reminder messages to XXXX XXXX I am still awaiting proper closer of this matter which has caused me unbearable personal and financial stress during the last six months. If you disagree with any aspect of the foregoing please do advise.
I believe that I have been more than patient with your organization during the last 6 months, during which I have had to put many personal and business activities on hold, which have resulted in unbelievable hardship to me and my family, in addition to significant financial losses. I am therefore writing to you one last time in the hope of moving your organization to do the right thing with urgency and clear my record immediately, as you have already decided, by clear confirmation in writing to me and all the credit bureaus. In the absence of a quick remedy so that I can put my life back together, I will have to take the very unfortunate step of referring your organization to the court of law and I will hold your organization accountable for all the legal and personal costs that I have already incurred and will incur in the future to bring this matter to proper close.
Sincerely Yours, XXXX XXXX CC : XXXX Office of the Attorney General Consumer Protection Division XXXX XXXX XXXX, XXXX XXXX FBI XXXX XXXX Special Agent XXXX XXXX XXXX XXXX, XXXX XXXX Comptroller of the Currency Customer Assistance Group XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Attorney At Law XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX
|
| 02/01/2016 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
|
|
Recently, I filed a dispute with XXXX in regards to my XXXX XXXX XXXX credit card. XXXX was reporting the account on my credit bureau twice and had an incorrect balance ( {$14000.00} ). On XXXX/XXXX/XXXX XXXX sent an update to the bureau 's that removed XXXX of the duplicate accounts from my credit file, however the failed to update the correct balance and payment history on my account, but put that the updated information was as of XXXX/XXXX/XXXX making it appear to other creditors that I had not made a payment on my account since XXXX of XXXX resulting in my account being 4 months past due. This caused another lender to significantly reduce my credit line less then 48 hours after the update XXXX sent to the bureaus. I called XXXX to get this resolved, I spoke with XXXX representatives from the XXXX XXXX XXXX ( XXXX XXXX XXXX ). Both informed me that I needed to fill out there disputes form and mail it in with a complete copy of my credit report. I informed them that I have already filed the dispute with the credit bureau directly and that under the fair credit report act / FACT ACT I have met my regulatory requirement in filing the dispute and that I do not have access to a printer. In order for me to complete there form and send them my report I would have to travel XXXX minutes to the nearest FedEx to print the form and report which is XXXX pages long which would cost me near {$10.00} in just printing charges and then additional charges to ship it, not to mention the XXXX hours I have now spent on the phone trying to get this resolved and an additional XXXX minutes each way just to the store. This is highly unacceptable. I have met my legal requirement to get this matter resolved. I scanned into there system the paperwork and evidence that they require for resolution which is above and beyond the legal requirement to get this corrected. They have caused adverse action to be taken against me within XXXX hours of there mistake and could cause additional adverse action to be taken that XXXX not be reversible. I am already being told that additional inquiries will be necessary in order to reverse the adverse action once the correction has been made by XXXX which will further deteriorate my credit score.
XXXX made not XXXX but XXXX mistakes, and after following the proper legal course of action they do not wish to own up to there mistake and fix it with out causing additional delays and potential damage to me. No other financial institution has this requirement, it is not a requirement mandated by any law. They need to fix there broken process and correct there error immediately.
|
| 07/02/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
I have previously reported the following XXXX transactions totaling {$13000.00} to USAA as fraud : XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$1000.00}.
XXXX XXXX - {$500.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$100.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$1000.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$400.00}.
XX/XX/XXXX - {$200.00}.
XX/XX/XXXX - {$200.00}.
XX/XX/XXXX - {$250.00}.
XX/XX/XXXX - {$300.00}.
XX/XX/XXXX - {$500.00}.
XX/XX/XXXX - {$250.00}.
XX/XX/XXXX - {$100.00}.
For USAA to say that these transactions are not fraud is completely wrong. Please pay attention to the words and documentation that I have submitted in this complaint. During these dates I was serving my country on a XXXX in the depths of the ocean with NO access to the internet or to my cell phone. I have attached my statement of service stating that I was onboard a XXXX during these dates. I went on XXXX on XX/XX/XXXX and prior to that I had called XXXX XXXX XXXX to suspend my cellphone service. The person who defrauded me had called XXXX XXXX XXXX after I had left for XXXX and she convinced XXXX XXXX XXXX to keep my cellphone service active WITHOUT my consent. This allowed her to receive text messages from USAA and allowed her to change my passwords all while pretending to be me. I have attached my XXXX XXXX XXXX usage report during these dates. You can see that text messages from USAA ( SMS code XXXX ) were received starting on XX/XX/XXXX most likely allowing her to have my personal information and passwords changed while I was on XXXX. I DID NOT authorize these transactions and I am a victim of identity theft. I was severely and maliciously defrauded. I have attached police reports that document that the person who did this is a con artist / serial defrauder. I also found that a bench warrant was issued for this person 's arrest in XXXX ( also attached ) for contempt of court in a case where she stole the identity of a service member serving in XXXX and she opened multiple credit cards in this persons name. She also opened 5 credit cards in my name and so far XXXX XXXX and XXXX XXXX XXXX XXXX has recognized that I was defrauded and they had their bank 's entries deleted from my credit profile. Furthermore, she also sent money to her daughters from my XXXX account totaling {$7200.00} while I was on XXXX. XXXX has recognized that I was defrauded and had those funds returned to me.
|
| 07/03/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I bought a car. I started an allotment for the car. I went to the hospital for treatment. The allotment wasn't processed in a timely manner ( which was later identified and rectified after research ). USAA said they sent letters to my home about my account. I wasn't there and never received them. They had my phone number and never called. They misspoke once and said they did call but I pulled phone records and proved that they didn't. They later apologized and I asked for my account to be corrected because they never called. I tried to correct my credit and was unable to. For years I have tried to correct it as it interfered with my clearance. It was corrected for 1 month then reappeared. The representative called me when I called the CEO office and was rude. She said it will not be removed and that I should stop putting in complaints. I was in fear of USAA retaliating so I stopped but it wasn't right. I called the CEO office and once again Mr XXXX said he didn't see removing it as a problem. Well I guess I was. The representative called me and said I should stop as the credit report will not change. I went to register my vehicle in XX/XX/2018. I had 39 days to get the registration completed. I received all kind of nasty letters from Georgia saying I was in jeopardy of committing fraud and my plates revoked. I called USAA in panic XXXX XXXX and XXXX. I was promised each time they were working on it. Registration takes 30 days. It was an electronic title. USAA refused to take responsibility that they messed up. Didn't monitor the transaction or needed actions. They did apologize those. My issue is that why when I made a mistake of trusting my actions ( the allotment ) I corrected it from a hospital bed nd no phone call from USAA, I get 3 years of unfair reporting. But when USAA makes the mistake of not obtaining my title in a timely manner due to oversight and negligence, I get the residual and backlash. No one dings them for this mishap. I think in good faith they should remove that blemish and this time for good as it was not done intentionally and could have been rectified sooner had they simply called me. They had 2 other ways to contact me. The bottomline is it wasn't done on purpose. I have never been late on ANY vehicle I have ever financed through them. We almost had another problem when they went in the account and tried to debit the payment BEFORE the due date. of course the allotment wasn't there and they said well we will only try and debit once. But why before the agreement/due date. That causes problems. I'm glad I monitored that transaction. I just want it removed
|
| 04/09/2018 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
In the year of XX/XX/XXXX I, XXXX XXXX XXXX gave permission USAA Federal Savings Bank by phone with XXXX XXXX XXXX to apply my name as a co-signer to his purchase of a XXXX XXXX XXXX for {$6000.00}. I did not receive any paperwork regarding his purchase. Without my knowledge in the year of USAA Federal Savings Bank aloud XXXX XXXX XXXX to trade the car in for a XXXX XXXX XXXX without my consent. The USAA Federal Savings Bank did not reach out to me by phone, letter, or email to inform me that this change was being made and or get my consent to apply my name to the purchase of {$32000.00}. When I found out about this new loan it was three months after the loan was finalized, it was brought to my knowledge when I received the late notice of his payment. After discovering this new loan, I contacted USAA Federal Savings Bank and asked them why they would place my name on a new loan without my consent or signature. The USAA Federal Savings Bank representative confirmed that this was not supposed to take place but also informed me that they would not be taking my name off of the loan. USAA Federal Savings Bank stated it would be my responsibility to get him to refinance the loan in his name only. Then in the year XX/XX/XXXX, the USAA Federal Savings Bank aloud XXXX XXXX XXXX to traded the XXXX XXXX XXXX in for a XXXX XXXX XXXX XXXX. Once again my name was applied to this vehicle loan without my consent. I notified USAA Federal Savings Bank and closed out all my accounts dealing with them. For the last year, USAA Federal Savings Bank has refused to give me any information about the account or why they are still trying to collect {$27000.00} from me after the XXXX XXXX XXXX XXXX was wrecked and most of the loan was paid off. They have turned this account ending in XXXX over to a collection agency and no one will talk to me about it, or tell me if he received any credit for the XXXX XXXX XXXX that was turned in due to XXXX XXXX XXXX 's lack of ability to make the payments for the vehicle, nor, for the XXXX XXXX XXXX that was wrecked. The Insurance company was supposed to pay most of this vehicle loan off for once the XXXX XXXX XXXX was wrecked. Could someone look into this and find out is this legal because I feel like I am being held hostage by this situation being on my credit report. This item should be taken out of my name and off of my credit report leaving only XXXX XXXX XXXX and USAA Federal Savings Bank to be liable for these loans. I do believe USAA Federal Savings Bank owes me because everything I have bought on credit since the year of XX/XX/XXXX, I have had to pay more for.
|
| 08/11/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
To : USAA XXXX Dispute XXXX RE : Dispute Re : Account # XXXX Dear Representative : I am writing to dispute the account referenced above. I have disputed this account formation as being unverified and inaccurate with you, and you have come back to me and stated you were able to verify this debt. How is this possible? Under the laws of the FDCPA, I have contacted the USAA myself and have been unable to get them to respond or to verify that this is indeed my debt WRITTEN PROOF. The credit bureaus have not been provided Proof that this debt occurred and was caused by me. You have not provided proof that this debt occurred and was signed by me. It is in the best interest of the Law and Credit regulations to remove this from my credit rating otherwise without proof of verification and valid proof this has to be removed from my credit report at once. Failure to Provide evidence that may be used to established fraud which I have stated.
After careful research, I have determined that this is not mine, and I was given no evidence of my obligation to pay this debt to USAA. The credit Reporting agencies do not have proof that this debt is valid. I do not have proof. Delete ITEM as it violate Fair Credit Reporting.
The FCRA requires you to verify the validity of the item within 30 days or remove it. If the validity can not be verified you are obligated by law to remove the item. There is a clear case of unverified debt here, and I urge you to remove this item before I am forced to take legal action.
1. Please provide my written signature or valid proof that what your claiming is in fact my account.
2. Please dont simply state verified, please provide me written proof Per FCRA that this dept is valid.
3. That the debt you say I owed and this account was setup, funded and used by me while I was XXXX.
In the event that you can not verify the item pursuant to the FCRA, and you continue to list the disputed item which I have researched and determined does not belong to me, then I will find it necessary to sue you for actual damages and declaratory relief under the FCRA. According to this regulation, I may sue you in any qualified state or federal court, including small claims court in my own area. Furthermore, I believe my local news reporters will find this refusal on your part to comply with the law very interesting.
While I prefer not to litigate and contact the media, I will use the courts and publicity to enforce my rights under the FCRA.
I look forward to an uneventful resolution of this matter.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Social Security # XXXX
|
| 07/27/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Usaa bank is in my mind committing the biggest act of consumer XXXX I have ever seen.You should be ashamed of yourselves. I got a letter from XXXX that investigated part of the issues and this is the second time they investigated and USAA has lied to them, And sadly, I have proof. I have two phone calls from one of your CEO telling me that USAA OWES ME NOTHING AT ALL, dated XXXX XXXX and XXXX XXXX. In letter to XXXX you stated in XXXX XXXX and XXXX XXXX that you were waiting for receipt of my medical bills for car accident. Which is untrue. You point blank told me in XXXX XXXX when I sent a 15 day demand letter over issues with BANKING, CREDIT CARD, AUTO and RENTERS INSURANCE, you told me you were gon na look into these matter, as of XXXX XXXX, nothing, not one issue was resolved or even addressed properly. You use your stall tactics well. I have phone records, faxes emails and the like to show all I have on my end to prove my issues are valid. But USAA Does not care if a customer complains cause you laugh it off. You have no state of grace. I never seen a company who operates under such false pretenses and I have heard my share of other USAA complaints form other former members and the fact that the issues are so similar scare me. Whenever there is an issue whether it be banking or insurance, USAA immediate response is to yell at the customer and make them feel bad. Usaa loves to use stall tactics and drag its feet so that it can use time to make the issue disappear without having to be responsible. Usaa uses standard policies to under mind its customers and pull rug out from underneath them. USAA does not return calls or letters or responses on time or ever in most cases, when it comes to handling a claim or having to respond or react to something and actually take care of policy or regulation issues. Usaa would rather spend money on keeping up false front then handling the banking and insurance issues they are suppose to. After all the issues we went through, with over XXXX policy issues not taken care of. And USAA closing bank accounts down and holding our money for months right after we were identity theft and that is just a few of the issues USAA has done. But after all that, after USAA refused to help get us a car when they were suppose to costing us over XXXX more money then needed. And after the XX/XX/XXXX car accident USAA had nerve to send letters begging we keep auto insurance policy active even though we did not have a car, so you could get your {$150.00} a month for NOTHING. You are quite simply worst of the worst. These issues will not go away until resolved.
|
| 07/04/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
XX/XX/XXXXI was checking my account and discovered that my account had been compromised.I reported to USAA Bank and investigation.
They concluded that it was not fraudulent transactions. The card being used was a XXXX card in my Daughter 's name. Her name is XXXX XXXX and that is the name of the card.
They also stated that you open an account in her name in USAA. That XXXX account was like 5 years ago once she became an adult she was responsible for that account. My daughter is XXXX years born XX/XX/XXXX. That was told to me by USAA bank.
During that time she did not have access to my checking account or I gave her my checking account information. I did not open up a XXXX card for her or had this card connected to my checking account at any given time.
USAA did not give me any factual documents or proof that I gave or consented to these transactions. They said that I had to dispute them and this was not fraudulent claim. I disputed them and they reach the same conclusion.
I have not spoken to my daughter since XX/XX/2017 we do not have a relationship due to her behavior problems and issues with her life.
I did file a report with the XXXX County Sheriff department in XXXX, NC and NO ONE! has contacted me regarding this matter. I was told by USAA total transactions was a 109. Four transactions were over {$10000.00}. I believe total taken was between 10 and 20 thousand over a 4 month period. They took out {$9000.00} in an instance and USAA did not ALERT ME!
on my bank statements it just says XXXX E-PAYMENT and the amount and shows my daughter name. Does not show what store or items purchased.I honestly believe that my Daughter is Responsible for this with her history.
USAA has not told me is it her that is using the card? Did someone steal the card and using her information may be one of her friends? Since the bank statement does not say City and Location and did not provide me with purchases that was made and what vendors or stores so I must explore all possibilities.
USAA response in my denial letters is that they have documents or proof that I authorized these transactions. They have not showed to me or presented any factual documents. I still repeat and stated I DID NOT AUTHORIZE ANYONE TO STEAL OR MAKE TRANSACTIONS FROM ACCOUNT USING A XXXX CARD. I DID NOT GIVE MY CHECKING ACCOUNT INFORMATION TO MY DAUGHTER TO MAKE PURCHASES FROM IT!
My daughter is not on any signature card with my bank account is not an authorized user on any bank account I have ever had and ever will. The only way my daughter received my information she STOLE or FORGE my name!
|
| 02/15/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
I was made aware in XXXX of XXXX when I attempted to open a regular credit card with USAA Savings Bank, that I had already had an open credit card with USAA Savings Bank with a {$15000.00} limit and a balance of {$11000.00}. I immediately let USAA Savings Bank know I did not open or authorize this account and that it was opened fraudulently. After further investigation, I discovered USAA Savings Bank used my SSN to open an account for my father and put me as joint responsible party. It was my understanding USAA was to take the credit card out of my name and report to credit bureaus. I gave my father and USAA a grace period to resolve this matter. This action was not taken by either USAA Savings Bank or XXXX XXXX XXXX XXXX. I found out the card was still open in my name taking my available credit away from me for my use and given to my father, I found out on XX/XX/XXXX when I attempted to refinance my home, and I was denied, I asked my refinance mortgage lender to pull a hard copy of my report so I can see what is on my report holding me back, and its the still opened credit line extended fraudulently to my father under my SSN in the amount of {$15000.00} that reflects on my debt to income ratio disqualifying me for refinance. I escalated this matter to USAA Member security and had a case opened, I requested communication from USAA Savings Bank Fraud department several times, on XX/XX/XXXX no response, on XX/XX/XXXX no response and on XX/XX/XXXX. I filed a police report against my father and USAA Savings Bank with the City of XXXX Police Department Incident number XXXX. USAA Member Security Employee XXXX XXXX XXXX recommended I file a complaint on this system. I spoke with an employee with CFPB on XX/XX/XXXX his name was XXXX he referred me to the Federal Trade Commission, he provided me with their phone number he recommended I file a report with them, but if I still wish to, I can file a report with CFPB which I am. My supporting documents will be from XXXX when I first discovered the fraud and a current hard credit report showing the open account with USAA Savings Bank account number XXXX XXXX XXXX XXXX still on my report as open, and consuming my available credit. USAA assures their customers that their identities are safe with them, we trust them, then USAA Fraudulently opens an account with out permission and use a SSN with out authorization to fund fraud, and is not working timely or affectively to resolve this matter with all 3 credit bureaus, I have given them opportunity to do so and was taken advantage of.
Sincerely, XXXX XXXX XXXX XXXX.
( XXXX ) XXXX
|
| 11/02/2016 |
Yes |
|
|
|
Web |
|
|
I received a phone call several weeks ago from the following number,XXXX. The lady stated that her name is XXXX and that I have a legal matter against me from a payday loan. She stated that I received a letter back in XXXX for repayment. I do not have this document. When asked who the company was, she stated that it was from a USAA payday services. I told her I could not recall this. When asked about if I could have documents that can prove this, she stated that I owe {$750.00} and that I need to make this payment before any additional legal matters can be pursued against me. When I asked again for documentation, she stated that she did not have time to provide that but if I was unable to make this payment due to hardships, she can reach out to a board to confirm if I could make installment payments. I was placed on hold for 10 minutes and she came back and said that a board approved for me to make installed payments in the amount of {$250.00} to close this legal matter out. When I asked again if there was any documentation that she can provide to me before I can commit, she stated that I would received a document showing receipt of payment. When I asked her if there was any document regarding the so called original letter that went out back in XXXX, she failed to provide any information to me. I was transferred to a payment center by the name of XXXX ( XXXX ). When I asked the rep about who they were, she stated that the process for over 20 companies and is a third party of the entity that has filed a legal matter against me. Again, no one was able to provide any details surrounding this payday loan or provide any documentation that would be sufficient for me to confirm this matter. I was told to provide my checking account information as these people have my home address and phone number. They were able to locate me and stated that in order to ensure that this issue is resolved, I needed to sign this form to have the first payment come out of my account on XXXX. I reluctantly provided this information due to the people stating that I would receive a receipt, however, I am still questioning the legitimacy of this matter. I want to make sure that I am not be violated against as I strongly believe that I am as I researched this XXXX number and I see many complaints of a possible scam. I have been a victim of identity theft in XXXX for which I closed out my accounts and went to the police back in XXXX because of stuff like this. I do n't want to be a victim of someone who is attempting to collect monies or if this company is violating any UDAAP policies towards me.
|
| 08/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
I learned yesterday XX/XX/XXXX that on XX/XX/XXXX {$2000.00} was applied to my credit card account. That same month I also made a {$1700.00} payment myself. I never did pay attention to what my available balance was or did the math on it. All I saw was my available credit balance went up especially since now I see my payment was close to the amount of the {$2000.00} and I assumed it was from my payment. I didnt review each and every transaction so I missed seeing the {$2000.00} addition.
I learned all of this yesterday morning because ( a whole 7 months later ) I saw a {$2000.00} debt listed as payment adjustment and a debt for {$32.00} listed as Finance Charge Prev Cycle Charges My first thought was that fraud was happening and that my credit card account info was compromised. When I called my bank thats when they told me that back in XXXX they made a mistake and applied someone elses payment to my account and that the {$2000.00} debt was them not only taking it back but also charged me finance charges on it.
Now my account is in the negative. The limit on the card is {$7500.00}. Ive NEVER maxed out my cards or spent over the balance but now I'm in the negative - {$1600.00} and theyre telling me theres nothing that can be done despite the error started on their end. Now I'm afraid this will be reported to the credit bureau and they will charge me a fee for being over. They made the error by misapplying they payment and I made the error in not catching apparently!
I have previously paid my card in full and then started using it again. Starting in XXXX I made payments monthly for XXXX, XXXX and in XXXX. I acknowledge not making payments in XXXX, XXXX and XXXX. However I did make a payment this month in XXXX. I didnt make those payments for XXXX, XXXX & XXXX because during those months my statements said {$0.00} due for those months so I took the opportunity to catch up on other bills since having some leeway with my credit card payment for those months. But as soon as I received a statement that showed an actual amount due ( Which was for this month XXXX ) I made the payment, on time and a little over the amount that was due.
With that being said Ive always had an available balance. Ive never myself taken my card down to XXXX available balance or over my credit limit. At the time that the bank realized their error I had around {$400.00} or {$500.00} available balance and now Im over a XXXX dollars negative and my bank doesnt care that this misapplied payment messed up my account for me and now I have to bare the repercussions. I dont think this is right!
|
| 03/14/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Goodmorning, My entire account was access through my stolen phone I had just received my tax refund my account was wiped cleaned within a day down to {$1.00} I contacted USAA and one representative helped me with the debit card part but whoever accessed my account had a way to send a wire to an outside bank which totaled the amount of {$3600.00}. I asked for information about who it was sent to or the bank it was sent to no one could tell me because of some policy but its like if your accusing me of these things I need to know so i can contact the institution myself. I dont trust USAA because I am m not understanding how they could have let something like this happen then treating me like I am a suspect. My phone was stolen so the representative asked me questions to the nature of how can this happen if it says you logged in from your phone ( as i stated and spoke with the previous representative my phone was stolen and with a apple id all your Iclouds are contacted thats the only way that would be possible so she was like there wasn't a password on your phone I'm like no thats my business phone and my property who would think someone is going to steal their personal items. long story short i no longer trusted my funds in the bank account no one offered to help me change my information besides the first representation when I first called to report the incident. They locked my account multiple times after they put the funds back from the wire, I called in so they would know it was me wanting to process to my outside bank for verification purposes which is XXXX bank they canceled my wire after i initiated it, called me and said they are closing my account because they think I'm some part of some fraud scheme which is okay with them closing it which I was going to do also after I got my money out of their possession me being a consumer how could y'all let something like this happen and then treat your customer like their the problem. by the end of the call the man said they will be holding my funds for 60 days because it takes 60 days to close which is a lie because I closed a savings account and it was closed within that same day I need help getting my funds that are owed to me and reporting this bank for misconduct. I feel as though this is a race issue with me being young and an XXXX XXXX and within 2 months I have deposited over XXXX inside of the account every XXXX XXXX doesn't do fraud but I wont stop here everyone is going to hear this story. That is my child 's money at the end of the day and I wont stop until he get what is owed to him. ( USAA BANK )
|
| 08/04/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Older American |
|
On XXXX XXXX, 2016 XXXX XXXX XXXX, Executor of the XXXX County Florida Estate of XXXX XXXX deposited {$40000.00} into USAA checking account # XXXX from the account of the Estate of XXXX XXXX at XXXX XXXX XXXX. The purpose of the deposit was to use most of the funds to pay me for my 14 months of consulting services, expenses, travel and loans to XXXX XXXX at his pleading in successful pursuit of his claim as beneficiary of the contested handwritten Will written just prior to XXXX XXXX XXXX.
The deposit was made via photo image in telephone consultations with a USAA representative. XXXX XXXX authorized direct payment of my credit cards totalling {$26000.00}, Additionally he issued USAA check # XXXX dated XXXX XXXX, 2016 for {$9600.00} for a combined total of {$36000.00}. Credit Card payments : XXXX : {$990.00} paid XXXX/XXXX/16 XXXX XXXX : {$1400.00} paid XXXX/XXXX/16 conf code XXXX XXXX : {$8800.00} paid XXXX/XXXX/16 trans XXXX XXXX : {$3600.00} paid XXXX/XXXX/16 XXXX : {$4500.00} paid XXXX/XXXX/16 XXXX : {$3300.00} paid XXXX/XXXX/16 XXXX : {$1800.00} paid XXXX/XXXX/16 XXXX XXXX : {$1600.00} paid XXXX/XXXX/16 On XXXX/XXXX/16 all credit card payments were rescinded by USAA without notice to me. Dishonoring an item properly payable is a violation of XXXX also bringing responsibility for consequential damages proximately caused The check was deposited at XXXX XXXX on XXXX/XXXX/16. It was returned as " unauthorized '' on XXXX/XXXX/16.
XXXX XXXX will not return my calls. My demand letter to USAA 's legal department resulted in a call from a representative named XXXX XXXX @ ( XXXX ) XXXX. On XXXX/XXXX/16 she informed me that XXXX XXXX claims the payments were not authorized. That closed the matter for USAA without further details due to legal privacy considerations.
Clearly the payments were authorized or USAA would not have paid them initially. XXXX XXXX changed his mind 3-4 weeks after final payments were made under his authorization. If USAA investigated in any meaningful way it did not include contacting me to hear my side of the story before taking such a drastic and harmful step.
Regarding the stop on the check I do not believe it was in compliance with UCC 6A4-403 or confirmed in writing within 14 calendar days as required. This is not only a breach of the contract represented by the signed check but a criminal offense of obtaining money/services under false pretenses.
My remedy is reinstatement of the credit card payments, payment of the check, payment of proximately caused interest, late fees, emotional distress and damage to my credit rating.
|
| 10/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On the weekend of XX/XX/2019 I lost my entire purse with my cellphone, and wallet including my USAA debit card, Drivers License, and a few other cards, receipts, and miscellaneous documents.On XX/XX/XXXX I called USAA to inquire about an alert on my account. I spoke with 2 reps that day who advised of a deposit of {$7100.00} which I stated I had no knowledge of nor should the deposit be there. They also advised me of 2 withdrawals shortly after one or {$2000.00} and one for {$2900.00} from a XXXX supermarket. Upon getting this information I proceeded to dispute the transactions. While in that process 2 inquiries also appeared on my credit report one for XXXX XXXX, & one for XXXX on which I disputed as well. At this point my identity has been stolen. I advised this information to USAA as well. About a week or so later i got notice the dispute was completed and deemed not fraud. On XX/XX/2019 {$4900.00} was taken from my account from what USAA states is a reversal of the 2 withdrawals. They have since been contacting me to pay off a collection on the account for the {$4900.00} that was fraudulently taken from my account. I have since had to get many identity theft measures in place and place blocks on everything. I tried to resolve this matter with USAA however to no resolve as once they deemed the transactions non fraud they would no longer assist me. From the beginning of this situation I spoke with about 7-9 different people with the absolute WORST customer service I have ever received. USAA stated that my claim was denied due to the card with the chip being used along with the pin however with everything inside my purse being stolen that information was easily obtainable as my cellphone was also inside.My greatest concern ultimately is how the withdrawals even happened to begin with. If a deposit as large as {$7100.00} was done on an account where no more then 500.00 has ever been deposited the account should have flagged then at that point. The deposit certainly should have at least pended or held for 24 hours being such a large deposit. Not only that the culprit was able to make 2 large withdrawals from the same XXXX store over 2000.00 on the same day of the deposit which should not be able to happen either. I made an attempt to file a police report with the XXXX PD however being that the withdrawals took place in XXXX they stated this was outside their jurisdiction. I am now working with my Lawyer to attempt to resolve and obtain some sort of video of the person making these transactions as it was not myself and is absolutely FRAUDULENT.
|
| 08/05/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
|
|
On XX/XX/2021, I received a request for a wedding photography booking from a XXXX XXXX via XXXX XXXX XXXX. She said her boss was going to send the down payment {$500.00}. On XX/XX/2021, when I received the check, it was for {$2700.00} instead of {$500.00}, and she said her boss had accidentally included the XXXX XXXX XXXX XXXX in my check. Instead of voiding it and telling her to resend my payment as I should have done, I tried to be gracious and deposited the check into my USAA savings account, then followed her request for me to send {$1600.00} to the makeup artist and keep {$1100.00} instead of {$500.00} for myself ( as a larger downpayment towards the {$2200.00} total fee for their wedding photography bill ). On XX/XX/2021 I sent {$1000.00} from my bank, through XXXX, to a XXXX contact she gave me ( XXXX XXXX ). XXXX would not allow me to send more that day, so the next day on XX/XX/2021 I sent {$650.00} to another XXXX contact she gave me ( XXXX XXXX, XXXX ).
Later in the day on XX/XX/2021, XXXX texted me and saying that the wedding venue canceled the venue because they are unable to have the wedding due to covid19 regulations. She said they would like to give me {$150.00} for inconvenience fees but needed the rest of the money sent back. I tried sending to the XXXX accounts they wanted but XXXX kept flagging those accounts as suspicious, so I told them I would sent via XXXX. On XX/XX/2021 I sent {$850.00} to them via XXXX, to the XXXX XXXX contact. On XX/XX/2021, she said they needed me to only keep {$150.00} as an inconvenience payment, and send the remaining {$100.00} back to me via XXXX. She asked me to change my settings to get around the XXXX flags. I sent {$100.00} via XXXX, and on XX/XX/2021 they asked for all the money back so I sent the final {$150.00} through XXXX with my XXXX XXXX XXXX XXXX account ( XXXX was maxed out so they asked me to go that route with PayPayl ). The XXXX {$150.00} was sent to a XXXX XXXX ( XXXX ) and XXXX was to XXXX XXXX ( # XXXX ).
On XX/XX/2021, I realized their {$2700.00} check bounced when my savings account went into the red. And it all clicked. I feel so stupid but have a tendency to believe the best and trust people. This whole experience has helped me set up a better plan in place for payments to my company.
{$1000.00} XXXX to XXXX XXXX {$650.00} XXXX to XXXX XXXX {$850.00} XXXX to XXXX XXXX {$100.00} XXXX to XXXX XXXX {$150.00} XXXX to XXXX XXXX = {$2700.00} taken.
My USAA bank will go after the scam but will not refund me the lost funds. I am looking to try and get the money back!
|
| 07/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
USAA over-drafted two accounts that had a XXXX balance and were requested closed. On or about XXXX XX/XX/2022. USAA seems to be providing inaccurate or misleading information in this matter. I have further information to be submitted.
Is there any law in this instance that prevents me from removing my property from my account and closing said account? Did I apply for a loan for USAA to pay a third party debt collector, a foreign agency? Did I authorize such a thing? Did apply for a loan for such a thing? What was loaned ; was it money of deposit, or money of deposit? USAA appears to have sent out their own funds after I withdrew my property from the account. I never had any agreement or contract with USAA to loan money to a third party debt collector. USAA states I was restricted to credits only due to banking procedure ; is that a law? Is procedure law? USAA claims a garnishment order ; however the order USAA is referring is not signed by a judge or under the state seal. Which is known as seal and test of process. Under the 4th Amendment, property can not be seized without a valid warrant, which means it must be signed by the clerk and under seal of the court ; thus there was no valid warrant to seize property. As Coppage V. Kanasas clearly states, that money is the property of the employee. Money is property and can not be seized without a valid warrant. USAA seems to be relying on an incomplete instrument. The instrument USAA appears to have relied on is not signed by a judge, it is not signed by a clerk of the courts, and was not under seal of the court. XXXX XXXX XXXX XXXX is a private for profit agency ; a foreign agency. And therefore the funds can not be seized as it would be a clear violation of United States Code as well as Supreme Court Case Law. USAA comments that, I was aware, that I was notified ; can USAA provide proof in the form of registered or certified mail that was signed for. What proof does USAA have that I was aware by the bank on such and such date ; Does USAA have any evidence I received such a letter. USAA is claiming a legal process. However legal process can only be done when signed by a judge, and the clerk thereof under seal of court. It appears that the order USAA is referring was signed by an employee from a private companyXXXX XXXX XXXX XXXX XXXX. Property can not be seized without a valid warrant. The 4th amendment, and all writs must be under the clerk of courts and seal thereof. This does not appear to be a legal process in the lawXXXX XXXX XXXX XXXX XXXX is a privately held company in XXXX Florida.
|
| 11/09/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have a checking account at USAA. They have returned payments when my statement balance has been over the amount requested. They keep two ledgers, one with an " available balance '' and one with a " statement balance '' and play games with the timing of the deposits and payments each day in order to hold funds XXXX deposits XXXX and maximize fees ( take payments out at the end of the day, not when presented but after all other debit card transactions have gone through ).
For instance, on XXXX/XXXX/XXXX I transferred {$1600.00} from an account at XXXX to my USAA checking account. The bank increased my statement balance by the full {$1600.00} on XXXX/XXXX/XXXX but increased my " available balance '' by only {$500.00} and " held '' {$1100.00}. This technique caused me to have multiple payments returned and fees charged. I checked my XXXX account and XXXX released the funds from my account and withdrew them on XXXX/XXXX/XXXX. As of today my money has still not cleared as of this day. i was told the {$1100.00} would be released on the XXXX ( 8 days later! ) and when I saw a notification of such I assumed that was the last day ... not the actual day as other banks usually give a timeframe.
When I called the bank, they told me that the " account history '' determines whose funds get held and whose do not and they are released in " waves. '' I believe that USAA is discriminating between account members on the amount of time it takes to receive their money. I also believe this discrimination is directed at lower socioeconomic individuals who will have a harder time making payments with longer " hold times '' and lower balances. I believe this is an unscrupulous banking practice affecting our nations hero 's and targeting veterans and service members who may not have financial acumen as USAA is branded as a " military '' bank.
I further suspect these " held '' funds are most likely held in an interest bearing account, where USAA makes a profit on the additional days ( short term and overnight interest ) it holds the funds and also gets to charge more overdraft and NSF fees because the account holder 's " available '' balance is now lowered for a longer period of time. The fact that I was told that the hold times are longer for " certain account holders '' shows that this is a discriminatory practice and targets those with lower balances and who have harder times making payments. By doing this, USAA is discriminating against some of its customers and also making money off of veterans and service members in an unscrupulous and predatory manner.
|
| 08/22/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Servicemember |
|
I reached out to them in regards to getting a home loan and was told to get an appraisal 2 inspections pay the ernest and dudiligence fee which I did and they day of closing I get told by Also they are stopping the check not and I now have to find a whole new place to live since my current residence lease was up and I was told to turn in my 30 day notice because I was set to close yet the day of closing told me they could n't approve it after I have the documents telling it was approved so I spoke with XXXX she said to submit the receipts and stuff for what I spent so I could get refunded which I did n received no response so I did a BBB complaint a XXXX calls me said he has no record of the loan or anything I was stating I told him all my transactions are with usaa it 's all there he hung up on me and responded to the complaint as completed and satisfied I responded back to the complaint and XXXX reached out XX/XX/XXXX I asked her to call me back in an hour because I was at work I get an email like I stating she tried to reach out to me which was a lie she only called the one time and I answered she said she would call back and did n't so I responded to the email stating no one called me she then called and would n't let me talk kept over talking me telling me she did n't have any record or anything and I needed to send it to her which I said I would and but would want to be compensated for this as she should have it and I should n't have to keep doing the same thing over and over it was a stall tatic and we hung up she sent an email stating if I had any other questions to call her and stated things she never said so I wrote my response she called back and called me all sorts of liars telling me I was n't told what I was because no one there would tell me I would get anything back and that she called the company the errnast the to money was sent to and I needed to get it from them but she ca n't help me and I ca n't speak to anyone else she was reading notes that people left and I asked for the names she said I already had and refused to give it to me and asked to speak with someone else she wouldnt allow me to told em there was no one above here and even if I wrote a letter it was coming to her I got mad because she wouldnt stop over talking me and I said some rude things she hung up I called back she sent me to voicemail I left a message that she was incompetent at her job and I would tell a lawyer because she doesnt run USAA and I researched attorneys and came across you I hope you can help me this has been going on since XX/XX/XXXX
|
| 06/21/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On Tuesday, XX/XX/XXXX, I was unable to logon to my USAA account via the mobile app. I then tried from a desktop and received the following message.
Due to past difficulties, we can no longer offer you access to usaa.com. If you feel that we have restricted your access in error, please call toll-free XXXX.
I called the number and was told they were unable to restrict my account and I needed to speak to someone in regards to my account. I suspected it may have been because I installed the mobile device on my new phone and perhaps USAA wanted to confirm it was intentional and not fraudulent. I spoke to someone regarding my checking and stated that USAA chose to close my accounts and I should be receiving a letter and a refund check that was set to mail on XX/XX/XXXX. When asked what specific reason USAA had for closing my account I was told again USAA chose to close my account.
Today is XX/XX/XXXX and I should have received the letter and check. I live in XXXX XXXX where the bank is housed. I called and spoke to XXXX and was told I can get access to the letter via USAA.com. I informed her my access was not granted. She said they will mail out another letter to me and my funds will then be sent to me in thirty ( 30 ) days. I asked why this is now different from the information I was given on Tuesday. Additionally, I was not notified of the closing and I have been going without access to my funds. I have no money for gas or groceries until my next pay day.Again, I asked why my account was closed and she, like the other rep, stated USAA chose to close my account. I was also informed it takes 30 days to review all my LOBs with USAA, which is only checking and savings, before a refund will be issued to me. Also, after checking with her back office she said a letter from them typically takes 7-10 days to be received once mailed. I informed her we are in the same city and only a zip code away. The letter should take two days tops to be received from mailing date.
My main concern is that I can not be told the reason for the account closure. Additionally, it has left me without money for gas to go to work. Today I have opened an account elsewhere but will not have access to any funds until my next pay day on XX/XX/XXXX when my payroll hits.
I have worked for over 20 years at financial institutions, including USAA FSB, and I have never experienced this level of service. People who have had excessive overdrafts, bankruptcies and even in the repossession process are allowed to withdrawal funds to survive and prior to closing their accounts.
|
| 06/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2022 I received an email and text that a wire transfer in the amount of {$8100.00} was initiated on my USAA checking account. I immediately called USAA, while on hold I received a call from them ( the contact is saved in my phone so it was USAA number ). I switched over and was told it was fraud dept trying to stop a fraudulent wire. They went thru the process to lock my account and reset all passwords, issue new debit cards, etc and was told it was resolved before wire was sent. About an hour later I received a push notification in the app that the balance on my account was low. I opened it and saw the wire actually went out and immediately called USAA again. I was told at that time the call earlier was a spoofed number and a hoax. The fraud dept member told me they would help me actually update my account security and start the process of getting my funds returned. I was told it would take about XXXX business days and call back if funds were not returned to my account. On XX/XX/2022 I called USAA and was told the rep had not started a fraud investigation and had not issued a wire recall that day. The person I spoke to said that was not proper protocol of the first rep. They actually were not in the wire dept and should have transferred me or told me to call back the next business days since after XXXX XXXX XXXX. Neither of these things happened and I was apologized to and told it would take place that very day. They said to give it a couple weeks because of the excessive amount of wire fraud taking place such as mine. I called back on XX/XX/XXXX and was once again told an investigation had not been started, nor had a recall been issued. I was AGAIN told this was against protocol and they would start the process that day. A wire recall was finally issued XXXX days after I first called and reported the fraud within the hour. My funds could have possibly been recovered if USAA followed proper protocol and issued the wire recall and began the investigation immediately. It took over a week and and XXXX phone calls from me for them to even start the process. I have called multiple time since XX/XX/2022 and now am only being told the investigation is " in process '' and the " wire recall was not successful ''. I have asked to speak to managers or customer reps with more authority and have been told someone would call me back but have not received one phone call from USAA in XXXX weeks. Their failure to work on my behalf to recall the wire and issue a fraud investigation immediately when I contacted them cost me {$8100.00}.
|
| 06/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Issue 1 : On XXXX XXXX ; my VA XXXX check ( XXXX $ ) had hit an USAA account that had just been charged off and closed the day prior due to the account was in the negative. Once the the charged of amount was taken care of the bank sent a corporate check worth XXXX XXXX out and I verified that it was suppose to come to me and have my name on it. Half way through XXXX ; I did not receive the check so I tried calling into them but because I was not able to verify my identity over the phone ; cause I had a new phone, due to the previous one being stolen. On the XXXX of XXXX was finally able to gain access to the USAA and foudn out that the check had been sent to my first ex wife at her address due to her being the primary account holder. I talk to them and they sent a request to reissue out a new check to me in which I got on the XXXX of XXXX. Attempted to cash it and was denied due to the check not being placed in the positive pay status. On the XXXX, I got the bank to reissue out a XXXX check and here it is still the XXXX and I am waiting for that amount of funds.
Issue 2 : I created a new account on the XXXX of XXXX with USAA and attempted to cash a XXXX party check that was made out to me by my friend but was denied due to a stop payment with the other person 's bank. This placed a flag on my account for fraudulent activity. I received my XXXX VA XXXX check on the XXXX of XXXX for the total of XXXX. I spent almost XXXX dollars of that account before this account went to credit receiving only status. Since I misplaced my debit card ; I was attempting to send myself my money over XXXX XXXX using the tap to pay and this flagged my account again for fraudulent activity. The reason why the account went into the credit receiving status is because of the flags for fraud and the bank started the process of closing the account down. They told me that the closing procedure takes 60 days total before it closes and only at that time ; if there are funds available they would send it to me in a corporate check. Everything has already posted on the account by the XXXX of the month and the remaining balance is XXXX XXXX
Here I am being a XXXX XXXX XXXX XXXX veteran at day 40 without any cash at cause the check is my only means of currency. I am about to be evicted and my utlilities are going to be shut off ; plus my car is currently in the impound since the XXXX of XXXX due to not having the funds to get out and each day the car gets another XXXXXXXX XXXX added to it. So I am looking at possibly XXXX XXXX just to get it out of the lot.
|
| 08/28/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
This complaint relates to the credit card issuer improperly charging interest on a cash advance and failing to apply payments to the highest interest-rate balance first, as required under the federal Credit Card Accountability Responsibility and Disclosure Act of 2009.
I have a credit card issued by USAA Federal Savings Bank, issued in XX/XX/XXXX, that was offered with an introductory 0.00 % interest rate on balance transfers through XX/XX/XXXX.
I made XXXX balance transfers to this card, XXXX for {$12000.00} on XX/XX/XXXX, and XXXX for {$6000.00} on XX/XX/XXXX. Both of these are subject to the 0.00 % interest rate.
Additionally, on XX/XX/XXXX, I used the card for a cash advance of {$2500.00}. That cash advance is subject to an APR of 8.9 %.
On XX/XX/XXXX, I made a payment of {$1000.00}. On XX/XX/XXXX, I made a payment of {$2500.00}. Neither of those payments were applied in full to the cash advance. Instead, only {$600.00} was applied to the cash advance, and the rest of the payments were applied to the zero-interest balance transfers.
When I spoke with USAA customer service representatives on the phone, once in XX/XX/XXXX and again onXX/XX/XXXX ( after receiving the latest bill ), they said that the payments were being applied to the earliest charge first ( the balance transfers ), and would continue to be so applied until those are paid off in full, and would only be applied in full to the cash advance balance after that. In the meantime, they informed me, USAA intends to continue to charge me interest at an 8.9 % APR on the cash advance.
I pointed out to the USAA representatives that such a policy and practice is violates the federal Credit Card Accountability Responsibility and Disclosure Act of 2009. That law clearly requires credit card issuers to apply any payments in excess of the minimum to the highest-interest balance first. That law explicitly includes cash advances.
Since USAA has declined to correct this misapplication of my payments, and is continuing to improperly charge me interest, I am requesting the help of the CFPB in having them immediately adjust those payments to apply them retroactively to the cash advance rather than the 0.00 % APR balance transfers, and to have USAA reimburse the improper interest rate charges of {$15.00} made on XX/XX/XXXX, and {$14.00} made on XX/XX/XXXX.
I also request the the CFPB ensure that USAA is not improperly charging other customers interest and improperly applying payments to balances chronologically, rather than according to which has the highest interest rate.
|
| 12/12/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
On XX/XX/2019- Officially pre-approved for a mortgage. Contact made first from XXXX XXXX XXXX who informed that the next person to take over would be XXXX XXXX. XXXX XXXX communicated effectively to both applicants. XX/XX/2019-Begins communication with XXXX XXXX . XXXX vaguely stated that she needed items for the mortgage. Information sent. Each step of the process XXXX took a full day to respond. Then XXXX called one of the applicants requesting information from the husband. There is no husband in this marriage. XXXX requested information from the husband several times over a period of days before finally answering the phone and being told that there was no husband or male in this application process. XXXX stated that mortgage was rejected due to only one applicant making less than {$7000.00} a year. XXXX did not review all of the documents submitted causing denial of mortgage and resubmission of all documentation Real estate agent contacted XXXX stating that the lack of communication and understanding of documents submitted is unprofessional. Request to speak with supervisor made on XX/XX/19. XXXX XXXX ( supervisor ) became defensive and stated that XXXX was doing her job and made a few errors. XXXX XXXX stated that XXXX XXXX stated that I worked part-time and mentioned information was incorrectly entered at the beginning of the process. Request was made for a new loan officer. XXXX took over the account and notified applicants that a conditional approval was made. Request of a donor letter from a bank was made. Donor letter was sent on several occasions. Spoke with XXXX XXXX on XX/XX/19 asking if the letter sent was acceptable for XXXX responded that she submitted the letter because she does not know how to reiterate to the applicants what is needed. Applicants read through the emails yet again and not once does any email indicate that the donor letter come from the donor 's bank which tremendously prolonged this process. Request contact with supervisor. Connected to XXXX XXXX. XXXX XXXX answered the phone call right away and applicant stated that there has been frustration with several workers in this process. XXXX XXXX proceeded to yell to the point where the audio was breaking up in this phone call. Request was made to this supervisor. Email and voicemail left for XXXX XXXX director of mortgage loans of USAA. Closing date is XX/XX/XXXX and present date XX/XX/XXXX when application was submitted XX/XX/2019. Applicants feel involved parties at USAA are sabotaging the loan after almost ten years of loyal service to USAA.
|
| 12/13/2017 |
Yes |
|
|
|
Web |
Servicemember |
|
In XXXX 2017, we applied for a mortgage with USAA. We were pre-approved and needed to sell our home before moving forward with the home we were purchasing. Our contact at USAA pushed us to send them the contract for the new home so that we could get our rate locked. We later found out, because we did n't sell our house soon enough, that our rate lock would be expiring and we would have to pay to keep it. Luckily, we found a buyer and were going to close on the sale of our home just in time - XX/XX/XXXX and our rate lock expired XX/XX/XXXX. We were supposed to be able to close on both homes the same day. A week before closing, we find out that the appraisal had to be revised because it included separate land that could not be included in our loan. The appraiser still got the lots incorrect on the report, missed updating the purchase price, and did n't get the documents uploaded as needed. All of this took about a week and so we had to push out our closing date. I told XXXX at USAA I wanted to close by the XX/XX/XXXX, but then we found out more mistakes were made : XXXX incorrectly entered our email addresses for us to get the documents to sign, we had to submit a correction on the city of the property because it did n't match the zip code as USPS has it, we needed updated bank statements because suddenly we owed more money than they expected - many, many things that could have been caught BEFORE we were in the final week of closing. The biggest issue that we had was USAA sent me the " final '' closing disclosure on Friday XX/XX/XXXX, 3 days prior to closing, as was required. I called on Monday to understand why we suddenly owed {$2200.00} at closing, which increased from {$1100.00} the last time I spoke with XXXX, and he told me that still was not the final version and that we would be getting a {$3.00} check back at closing. WITHIN HOURS of that conversation, he called me back and said that a mistake was made. They did not get an updated property tax statement since taxes were paid more than A MONTH earlier and so we would owe {$1400.00} at closing. THEN, the day of closing, I received notice that they were calculating our monthly insurance rate incorrectly and both our monthly payment AND costs due at closing would increase to {$1900.00}. ALL of these changes were being made within the 3-day window of closing, which I understand, is not supposed to happen. We were all over the place with our closing costs and I am EXTREMELY upset about the whole experience. AND I paid 2 weeks of rate lock!!!!! Because of their mistakes!
|
| 09/23/2020 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
I have attempted multiple times to dispute a fraudulent unsecured loan/account, in the reported amount of {$6500.00} ( please be advised that the reported amount may change or vary from creditor ). I am the victim of identity theft and did not make this charge from USAA Federal Savings. I have requested that the charge be corrected and removed from my file, and blocked in its entirety from being reported on my credit file, following consumer rights from The Fair Credit Reporting Act ( FCRA ) and in conjunction with providing a valid copy of my FTC Identity Theft Report and Police Report. In the month of XX/XX/2019, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information. I had no prior accounts with USAA. I was not made aware of this action until XX/XX/2019 when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email or telephone. There was no way for me to know about this account unless I reviewed my credit report. At the time of the loan being taken out, address information was not correct that was on file with USAA. I updated address information with the post office immediately after moving so any information should have been forwarded. Im unsure if USAA even mailed anything out pertaining to the account being opened. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident.
I provided USAA with a copy of the FTC Identity Theft Report and the Police Report supporting my position and asked them to Please investigate this matter and correct the fraudulent charge as soon as possible. I have sent our various documentation and statements regarding this fraudulent charge, as well as disputes made and requested a response from USAA in writing, but they have failed to contact me. It has been over a year and USAA continues to report the fraudulent account to the major credit agencies and refuses acknowledge the account as fraud, despite the multiple disputes from myself and the credit agencies, as well as the valid documentation provided. I have been contacted by three different collection agencies regarding paying this loan and each time I provide a copy of my police report. A detective working on my case has also reach out to USAA, who have been difficult in communicating with.
|
| 12/18/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
We noticed unauthorized charges on our USAA credit card on XX/XX/18. We notified USAA fraud department about these charges and to cancel our card. There were 4 charges at 4 different XXXX XXXX in a matter of a few hours apart in XXXX. All 4 transactions were for over XXXX each. We subsequently called XXXX XXXX ourselves, and they were able to tell us that each of the unauthorized charges were for XXXX XXXX gift cards at each location along with other misc. items XXXX totaling over XXXX ). XXXX XXXX also provided us with the times that these transactions took place. We were not in XXXX on that date or those times, and have always had possession of our card. We assumed the matter had been handled, and we would not be responsible for these charges, since there is a " no liability '' clause in the credit card agreement for unauthorized charges.
On XX/XX/2018, we noticed the same charges for over XXXX total back on our account. We received NO notification via phone, email, or text as to why the charges were showing up on our account again. We once again, called to cancel our card thinking it was more unauthorized charges. These charges reappeared well over 2 months after we reported them. When talking to the fraud dept., to our surprise, we were told that they could not see fraud on those charges since a chip had been used, and " cards with chips have never been compromised ''. We informed them that we were never out of possession of our card, so that can't be correct. We thought we were alone, but after reading a large number of complaints online about the same thing happening to other customers, we realized there is a serious problem in the USAA banking fraud department. My XXXX had been with USAA for over 40 years and has never encountered such a thing before. We are not responsible for these charges. We need oversight on this company for our sake and the sake of other XXXX families that trusted USAA. We are doing all that we can to rectify this wrong that has been done to us. We have filed police reports, contacted local police where each of the charges occurred, and have been working with XXXX XXXX to get as much information as possible. We were never told what investigations had actually been done by USAA, only that chips can't be compromised. This is not just a few dollars, it is over XXXX dollars and our excellent credit rating is in jeopardy, because we will not pay for something we did not receive. To be totally dismissed by the fraud department is a warning to everyone to get out of this bank as soon as you can.
|
| 08/18/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
To Whom It May Concern : I have recently been informed that there are negative information reported by USAA savings Bank in the amount of {$14000.00} with status of charged-off, amount of {$10000.00} with charged off status, amount of {$6500.00} with charge off status, amount of {$5500.00} with charge off status, XXXX XXXX with {$0.00} balance with 120+ late status opened XX/XX/XXXX, and XXXX XXXX XXXX XXXX {$0.00} balance with charge off status opened XX/XX/XXXX on my credit file they maintained under my Social Security number. I sent USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX letters in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX asking to provided documented proof, bearing my wet signature, showing I consented to the inquiry via FCRA section 609 and 605 as well as the accuracy of this inquiry via FCRA section 623. I also asked USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX to provide me proof of the signed contract and copies of any documentation associated with this account, bearing my signature which they claim the account belongs to me. Furthermore, I formally asked USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX that In the absence of any such documentation bearing my signature, I formally request that the information be immediately deleted from my credit file they maintained under my Social Security number. USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX as of XX/XX/XXXX, still has not provided me with any documentation or contracts, bearing my wet signature, showing me proof that I consented to them running any inquires or having a contract with them for what they say belongs to me. I was told by USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX that they do n't have to show me any proof and that I heeded to take it up with the Credit bureau to get it removed. When requesting documented proof of the contract and asking to show proof I consented to having USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX run inquiries, bearing my wet signature, USAA Savings Bank, XXXX XXXX, and XXXX XXXX XXXX sent me billing statement stating that this was verification I requested which is false and they said it was proof. I never asked for billing statement because that 's still not showing any contract or documented proof, bearing my wet signature, that they was authorized to run an inquiry or even prove the account is even mine. This is wrong and when I asked the question to where does it say in the FCRA that you do n't have to show me proof, they could n't tell me and only said that it was in FCRA.
|
| 10/11/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, we were wire fraud ( for a purchase of a home in XXXX, ID ) that resulted in the loss of {$470000.00} in cash from our USAA Bank account. The wire fraud happened via " fake emails '' from the realtor and escrow title office. We were emailed with wire instructions from what looked like legit title companies emails and paperwork. The emails and Wire instructions had the correct address, company name, logo, everything.
We were not notified of the wire fraud until XX/XX/XXXX, when the escrow XXXX noticed I had emailed and sent text messages regarding the wire of the money she didn't ask me to send. This was also alarming since I had been texting her the whole time but she didn't catch that someone was hacking her or pretending to be her via email and asking us to send our money before the sell of the home.
We immediately contacted the police, our bank ( USAA ) and our realtor about the situation. The XXXX XXXX XXXX XXXX department in XXXX, ID compiled all of the information that they could and sent it to the FBI for further investigation. The sheriff who took our case said that he was able to find the money as it had been broken down into different amounts sent to XXXX, XXXX XXXX and cashiers checks.
We worked with our bank 's investigation team to recall as much of the money as we could and try to get back anything that was taken from us.
In XXXX of XXXX, USAA 's investigation office called us to let us know that XXXX ( the bank where the original wire was sent ) was able to get back {$280000.00} of our money and they would deposit the funds once they received the credit from XXXX. When this situation happened we were told that they had located {$440000.00} of the missing money but we still do not know where the other {$180000.00} is.
On XX/XX/XXXX, the money was deposited into our account. At this time, USAA, XXXX Bank, the FBI and the XXXX XXXX XXXX department are still working on this investigation and trying to get back the remaining money that was ours.
In XXXX of XXXX, we asked for information from USAA and their investigative team since they were the bank who was reaching out to the other banks involved in the situation. We were told by USAA via a letter that they would not give us any documentation without a subpeona and that they will not longer be assisting in the investigation to get our money back. At this time, we are still missing money that USAA and XXXX said was tracked down and waiting to be deposited back into our account.
Any help or information would be greatly appreciated.
|
| 10/29/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I was called on XX/XX/XXXX from a USAA Number ( XXXX ) XXXX asking me about a fraudulent charge of {$63.00} made in XXXX Florida. I confirmed on my USAA app and found the charge, I didn't make this charge, and the person on the phone said they were going to cancel my debit card and send me a new one because they believed my card and account got hacked. In this process, they were asking me to verify information that they were reading off to me ; my address, phone number, email address. Asking if this information was accurate or not. As well during this time they had sent me two one-time security codes through the USAA security code number ( XXXX ) that i have been receiving security codes from USAA ever since I started banking with them four years ago. As well during the process I had received three emails from USAA in regard to the fraud attempts on my account. After verifying the security codes at some point they had asked me for my pin to my account ( a normal question USAA asks of there customers ) and i gave them my pin, they put me on hold and then during the hold time i received a notification from the same number ( XXXX ) that a wire transfer was initiated for {$26000.00} from my account. I told the person I didn't authorize that and they tried assuring me that this was part of the test for them to see if my account had been hacked. At this point it was far too late, but i realized i was being scammed and hung up and called USAA Fraud department immediately to report the case. USAA verified that no one from USAA had tried contacting me through their phone logs and that this was a scam and a fraud attack on my account. They put in the that this fraud wire transfer be investigated to try and get my money back through the bank. On XX/XX/2021, and after many phone calls from myself to USAA on checking the status of the investigation, they had told me the investigation was completed and no fraud was found. I will not be receiving my money back, even though I was a victim of fraud and they were utilizing USAA phone numbers, emails and one time codes. I filed a dispute against the outcome of the case, and they are as well putting the case under re-investigation. I have no been updated at this time. USAA on XX/XX/2021 sent an email to their members ( in which I didn't receive ) but my friends who bank with them did, on being alert to fraud and phishing attempts, showing they are aware people have been hacking or attempting fraud and scams on behalf of their bank. I would like to reiterate I did NOT receive this email.
|
| 10/14/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Hello, I recently contacted and reported a privacy concern regarding USAA Your submission, [ Case number : XXXX ]. I have since experienced retaliation were they have now closed all of my banking and credit card accounts without reason without proper notification or reason other than a generic notice dated XXXX XXXX that they have decided to no longer do business with us per the customer service department. We have a been customer with USAA for years and they have always assisted us even in our most extreme difficult time and now when I submit a complaint and bring attention to their customer service practices our account abruptly gets closed and stating checks are being sent out from closure of our account and this has severely inconvenienced my family and my husband who is overseas to fight for our country. I have never experienced such infidel behavior and this is unacceptable. I seek to have all of our accounts reestablished and reopen all banking checking and savings and credit card accounts without lapse or gaps of any history affecting our credit. I also want the inquiry removed that was ran beyond my knowledge and my authority. When I called and spoke with their credit card customer service department on XXXX XXXX to report fraudulent charges from XXXX XXXX on my credit card and requested a new card under the same established account and not closure of my accounts. I received my credit card express delivery Saturday faster than expected from XXXX days shipping. Upon my return Sunday I found my card and called to have it activated was advised by credit card customer service I could not and only my account for the credit card was closed and my husbands was open and a supervisor advised they did not know why. They advised i needed to call back on Monday for the reason why. I advised them I have already exhausted a lot of time and requested a call back and verified and provided the new correct number with the supervisor and she advised that I would receive my call back from XXXX - XXXX tomorrow, Monday XXXX.
Of course Monday morning no call as advised from the supervisor. I called them back after XXXX and was disconnected and transferred to the incorrect departments multiple times to finally get an agent out of the correct department and state they show no reason why as well and was going to have the Manager call me back within 24hrs regarding my account.
Please help for I am without any money or funds to feed my family.
No Military Spouse or Family should have to suffer as a result of unfair practices.
|
| 05/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
This is a two-fold issue and I'll do my best to be brief. I recently made a mobile deposit of an {$1800.00} personal check into my checking account. The bank released {$500.00} of it to my account and held the remaining {$1300.00}. When I inquired with the bank as to why this money was withheld from my being able to access it, they stated that due to the number NSF 's I've had over the prior 12 months required the funds be held from access for 7 to 10 business days. They stated there was nothing they could do after I repeatedly told them that I needed that money released so I could pay my phone bill ( the only form of communication my family has ) and so I thanked them and hung up.
I called back a few minutes later because I wasn't satisfied with my money just being held from me like that. This time, my complaint was sent up to the CEOs complaint desk, they took my info, and we hung up.
In the meantime, I was curious about how many NSFs I actually had over the past year, since it apparently had some influence over my ability to use my account and access funds. I discover I had quite a few, which was not surprising XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. It was a struggle to keep money in the account and keep bills paid. I burned up every cent of my savings and retirement to keep my family fed. All the while, as I'm struggling to keep money in the account, the bank is taking a {$29.00} fee from me for each occurence, culminating in {$840.00} in fees removed from my account over a year and a half.
The next phone call, I spoke with the CEOs Manager of Customer Complaints and I'm told once again that theres nothing that can be done to release my money, nor can they give me back the {$840.00} in fees. They agreed to refund XXXX of the fee " occurences '' and no more. I told them that I was taking my business elsewhere as soon as was feasibly possible and we hung up.
My complaints are : 1 ) That I have to be " punished '' by the very institution that holds my money by being forced to wait an unreasonably long period of time to access available funds.
2 ) That a financial institution went back on their word by not doing everything within their power to take care of a financially struggling customer by choosing to keep {$750.00} in fees that they could have easily relinquished.
I feel that my bank, a bank that that states publicly that they take care of veterans and XXXX XXXX personnel, took advantage of my situation for monetary gain. And added insult to injury by not giving me access to my funds.
|
| 08/22/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I logged into my USAA account and noticed that my accounts did not look right. I looked and had close to XXXX jn checks withdrawn from an XXXX XXXX in Iowa. I called usaa right away and reported the fraud. A claim was started. The next day I was trying to figure out how to change all of my login information and stumbled upon that they were set up for bill pay on my account. I deleted it and notified usaa right away. The following week I had cash moved from my small town back to usaa, I did not do that. I do not keep thar much in that account very often. I called usaa and notified them. After that all of my stuff had now been changed. At this point still no resolution. I called again and ask the usaa staff member if they could tell me what or who or where someone is logging into my account. They told me that a XXXX phone or something describing my XXXX phone and someone with an XXXX using thumb technology to log in. I told them right there that we don't have XXXX XXXX XXXX, wr have all XXXX. I kept calling several times to see what j could do to help to get my money back as I have XXXX in my household and this money is not simple money for this large of a family. It also overdrawn my usaa checking account which why would I spend XXXX without moving money or even have an XXXX. Come this Sunday, I got an email of denial with no fraud activity and to reach out to the person I paid to get my funds back. I called them right away and put in for a review as I again explained that I didn't do this. Looking at the memos in the checks again it says rente and down payment. I don't live in Iowa or have ever and have only driven thru Iowa. I even got asked by a usaa staff member if I gave it out to anyone. Like yeah I am walking around XXXX ks saying who wants my login information to steal all of my money. How does this make any sense to the person that declined me and usaa ks currently doing another review but how can I after 11 years and they treat me this way belive anything will go correct. I have talked to a lawyer to see if I can do anything and a police officer who said if needed to do so we could do a police report. I have sense offered to do a signed affidavit, like I will drive to XXXX XXXX and do it in person. My identity has been hacked thru usaa and have got no help. I signed up for XXXX today to see if they can help and rhey told me to do a ftc stolen identity and lock my credit file. Please please please help me. I am a father with a family of XXXX who is desperate for help witb usaa. Thank you
|
| 11/18/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Servicemember |
|
My roommate was moving out of our apartment and I was desperate to find a new roommate. I posted many ads to XXXX and XXXX and was unable to find someone who seemed legitimate or who was willing to sign a lease. While browsing XXXX one day, I saw a post from someone stating that their friend needed a room. I contacted the person per email and we began talking. They sent me a picture of a Washington driver 's license with the name XXXX, XXXX on it, so I assumed they were a real person. They told me they were working in Mississippi doing XXXX work and were soon returning to XXXX to continue work at the XX/XX/XXXXXXXXXX/XX/XXXX which has a great XXXX program. Naturally, they seemed legitimate to me, a desperate renter. After a few more days of talking and putting them in contact with my apartment manager, they began to fill out the application, which further proved their legitimacy. They were seemingly unable to submit pay stubs ahead of time, which seemed weird but not suspicious to me. They told me over email and text that they would send me a check in the mail with money for paying XXXX 's rent, as well as additional money which would need to be transferred to the moving company/persons to assist in moving XXXX 's cars and belongings. I received the check in the mail for {$2500.00}, deposited it, and assumed everything was going well. I later followed XXXX 's instructions to send the money to the moving company 's assistant " XXXX XXXX '' over XXXX on the USAA Mobile app. I sent {$1000.00} in the first transaction on the XXXX, then {$920.00} on the XXXX, and finally a payment of {$570.00} on the XXXX. XXXX told me that they needed the additional {$600.00} for moving costs because it had somehow increased. I was suspicious and asked for proof in writing, but figured that since the check was not really MY money, no harm could be done by sending the funds ( only {$570.00} of which I was able to send - XXXX 's monthly limit is {$2500.00} ). I sent XXXX the money and XXXX replied with their thanks. Then today, the XXXX, I went to the ATM after work only to be told by the machine that I had " insufficient funds. '' I found this hard to believe because I knew I had money in there this morning. I went home, confused, and called my bank after I saw that my account was in the negative XXXX $ XXXX XXXX. I called my bank and they said that the check I had deposited from " XXXX '' was altered/deemed fictitious. Following this information, I filed a police report with the XXXX Police Department and gave them the information.
|
| 04/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
ON XX/XX/XXXX I submitted a request to rent a car using my credit card through a company called XXXX which would use XXXX to have my car ready at XXXX XXXX XXXX in Florida on XX/XX/XXXX.
Due to a delayed flight, i immediately filed a contacted rental car company which instructed me to contact XXXX, I did promptly, XXXX said they can reassign my rental car but I'd have to talk to the company used to have them release it. XXXX XXXX did and said they'd be able to process a new rental with the roll over credit. Due to the flight delay, I had to change airports from XXXX XXXX to XXXX which XXXX allowed.
Upon completing the rental and returning to my residence, I noticed I was charged twice from XXXX I called XXXX about or around XX/XX/XXXX and they indicated XXXX & XXXX XXXX no refunds... despite them saying it otherwise on the call. I'd not have gone through the process if they would have told me. I filed a dispute with my credit card company USAA and attached the following information.
ReRE : Dispute Case # XXXXXXXX XXXX XXXXXXXX XXXX XX/XX/XXXX Attached is an update from the previous update : XX/XX/XXXX - XXXX did indeed reference their terms and conditions, but at the same time offered to swap the rental. Because I was unable to pick it up in XXXX XXXX, they cancelled and changed the reservation. This was XXXX, not XXXX. The fact they are now attempting to assert the XXXX & XXXX are binding is irrelevant as they themselves waived the terms on a phone call on XX/XX/XXXX. XXXX has denied my request for the recorded call to confirm the waiver. I am asking you to reopen this investigation and charge back the amount for these conditions. I am happy to provide a phone log from my XXXX where you will see I spoke to XXXX, XXXX, then XXXX again.
XX/XX/XXXX - Rental Car submitted for pickup on XX/XX/XXXX.
- Due to cancelled flight originating on XX/XX/XXXX was unable to pickup car and thus called XXXX who said Id have to contact XXXX ( the supplier ). XXXX changed the rental through their systems but then XXXX cancelled the original order and changed it to reflect new pickup date.
- They stated that there was no additional charge as I hadnt ever picked up the car in the first place.
I I did pick up the car from XXXX XXXX and then realized I was charged for the first car despite being told it was a simple transfer ( and the car was never picked up and XXXX was notified of the change prior to pick up time. ) - USAA denied stating autoeurope attached their XXXX & XXXX and USAA won't go against their conditions.
|
| 04/20/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
I purchased a new XXXX XXXX XXXX XXXX for {$54000.00} original contract date was XX/XX/XXXX. I had over 730 FICO scores, and USAA informed me their best rate was 4.5 % for 15 years on that boat. When I was approved they gave me 10 %. I received this boat loan through USAA with every intention of refinancing as soon as I could. I refinanced through XXXX XXXX XXXX XXXX at 4.6 % the first week in XX/XX/XXXX. In XXXX I requested a payoff as well as an itemization of my account. I then requested the same in XXXX when I knew the loan was paid in the first week of XX/XX/XXXX. I called again in XXXX requesting the payoff. I was getting very upset. The payoff amount was higher than the original amount that I purchased and the original loan amount I received from USAA. Finally, in XXXX I went to the escalation department and someone finally sent me an itemization. It only showed the amounts and dates of the payments, there was no principle and interest deductions and itemization on the document. I paid XXXX in payments on a 10 % rate and I owed on payoff {$54000.00} that is {$250.00} more than I purchased this boat for! This has happened to me before with USAA on a car loan. I ended paying it off in three phases. I put {$10.00}, XXXX on Principal and USAA used those funds for interest rather than the intended principal payments, 6 months later I put {$3500.00} and then {$1500.00} down. I requested an itemization for a {$16000.00} loan on a used XXXX XXXX XXXX and I never received it. Once again they told me their best rate was in the 4 % range and 6 years, I had a 16.6 % rate and I paid on this vehicle in 18 months. if I did not pay this amount toward principle I would never know what I actually paid for that car because I was never given an itemization from USAA on my payments. At 10 % 15 years {$54000.00} my payments should have been {$580.00}. USAA calculated this loan payment at {$580.00}. The number of months I paid I should have paid Month Principal Interest Total Paid Balance XX/XX/XXXX {$130.00} {$450.00} {$580.00} {$53000.00} XX/XX/XXXX {$130.00} {$440.00} {$580.00} {$53000.00} XX/XX/XXXX {$130.00} {$440.00} {$580.00} {$53000.00} XX/XX/XXXX {$130.00} {$440.00} {$580.00} {$53000.00} Instead, I owed more than I purchased for this boat. They have robbed me financially and broke laws. They have refused to give me an itemization showing principal and interest payments. Instead, they gave me just my payments and told me that is all they could give me! They now have robbed me twice on two loans and this is illegal!
|
| 06/05/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I have been on a waiting list with a dog breeder ( XXXX ) since XX/XX/2023, with a {$500.00} deposit ( confirmed received by the breeder ). I know XXXX, and she is known in the US as she travels to dog shows, posts her dog 's showings, and has been registered as a breeder of merit with the XXXX for a long time.
Someone gained access to the XXXX 's email, and on XX/XX/XXXX when puppies were available, the intruder continued a conversation I had been having with XXXX, relaying that puppies were available, when I could have them brought to me, and requesting payment. The payment request details were altered to the intruder 's address. Since this was a big purchase ( a total of {$3000.00} ), I phoned up XXXX and confirmed all details about the dog, plans to send the dog to me, and how much she was asking for. Since she confirmed all those details to me, I felt secure in sending, and sent the first third ( {$1000.00} ) via XXXX. USAA states that XXXX is only for sending payments to people you know ( they used a dog walker as an example ), but since I do know XXXX I felt secure in going through.
Right after that payment, I texted the payment receipt to XXXX, and she immediately told me that the XXXX address was not hers. I immediately called USAA to stop the payment. The USAA representative I spoke to told me that I would be credited the {$1000.00} while an investigation was opened, and if the investigation confirmed the details I had provided then the money would remain with me.
XXXX and I spent the next few days working together to identify what happened with her email- the end result was her service provider told her she had been hacked and that someone had used it to commit fraud upon several of her customers.
A few days later ( XX/XX/XXXX ), upon more research of how to handle this issue, I filed a police report of fraud with XXXX XXXX XXXX XXXX Police. They told me that since USAA was investigating the fraud, they would not.
The following Monday, I called USAA to see the status of the investigation, since I had not been credited the $ XXXX as I had been told to expect. They told me that the investigation was still ongoing. I have not received any requests for information from USAA since my initial call immediately after the payment.
Today, XX/XX/XXXX, I received notification from USAA that they closed the investigation and would not be helping me to recover the money. They found that the money had been sent to the intended recipient. They will not help me to recover the money I lost to the fraud.
|
| 12/17/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
I applied for a credit card with USAA in XXXX. I moved locations to a new address before receiving the credit card in the mail. I never activated or had possession of or used the card at any point in time. I suspect that roommates of mine where the card was delivered may have activated the card mistaking it for there own, USAA is a popular military bank and at the time I was in the military. I switched over to a new bank ( XXXX XXXX XXXX XXXX ) when I moved and never used USAA after that. The credit card remained open, and at a certain point during the last 5 years an annual fee was assessed to that card. Because I had no knowledge of this line of credit including the fact that it did not show on 2 of the 3 credit bureaus, the account went into deliquency some time in XXXX, resulting in many 120 day deliquency mark on my credit and ultimately the amount of {$38.00} was charged off to a collection agency. The only reason I discovered this account was that in XXXX I had been applying for credit cards and was repeatedly denied ... I contacted one of the companies I had applied for credit with and found out through them that I had a deliquent account that was causing me to be denied for that card. This is over 3 years after that account became deliquent, and I had zero knowledge that it existed. I am not fervent in monitoring my credit report but can say for sure that the apps and credit reports that I check most often ( XXXX and second to that XXXX ) had no information in my report for a deliquent account. Had I known about that {$38.00} charge at any point during the last 5 years that was open or deliquent I would have paid it. I contacted USAA to discuss and correct all of this without any resolve. I was told that I had no choice but to pay the {$38.00} to close the account, and that it would be my responsiblity to contact the credit bureaus to fix the negative credit caused by this credit card. I spent literally dozens of hours escalating this incident within the company, contacting them through phone and email, escalating it to the point of sending a personal email to the CEO. I had a conversation with a member with a customer relations employee that worked directly for the CEOs office, who was disrespectful and incredibly rude, and blamed me for not being more on top of my credit monitoring. I am particularly distraught by the fact that USAA is a US service member oriented bank, who claims to be supportive of veterans and allied with the best interested of active duty, retired, and all other veterans.
|
| 11/25/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
Summary USAA closed down two of our accounts without our consent. They sent the proceeds to the wrong address. They put a stop on the first two checks and tried to reissue those checks and send them to the correct address. There is a flaw in the their corporate check issuing department and they don't know where the checks are or if they have actually been issued. We have not had access to our money ( {$9400.00} ) for over four weeks now and do not know if we will ever get the money back. The checking account had {$5300.00} when it was closed. I was able to open an account at USAA because my father is an XXXX veteran.
Long Version My daughter has been living abroad for the last year. She called USAA before she left in XXXX to change the address on her checking account to her new apartment in XXXX, XXXX. When she finished her degree and was about to move back, she called USAA to change the checking account address back to our home address. The person who recorded the address change was not paying attention and entered the wrong address. Unfortunately he also changed the address for the savings account as well which he was not supposed to do.
We had neglected to sign some form so USAA closed these two accounts without our knowledge so on XX/XX/XXXX. The proceeds from those accounts total {$9400.00}. We did know this had happened because the bank statements were sent to the wrong address. The person who lived at the other address brought one of the bank statements over a few weeks later. By this time USAA had mailed checks totaling over {$9400.00} to the wrong address. We never received these checks - I believe they were returned to USAA.
We called USAA as soon as we realized the address was wrong - that is when we found out that the accounts had been closed and the proceeds sent to the wrong address. We asked that the address be corrected and the checks sent to the new address. My daughter called back was assured this would happen. We called the next day and were told that someone would call us back with the XXXX tracking number. After no one called us back we tried again and were told the same story. When I called again, I was told that we had been sent a cashier 's check and that if it was lost we would not be able to get a new check for six months. And that was only if no one else had cashed it. Every time we call, we are told the check is in the mail ; USAA will call back the next day with the tracking number. No one ever calls us back and we call USAA again to start the whole process over again.
|
| 01/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
My issues with USAA started on XX/XX/18 when I initiated a fraud claim. After supplying overwhelming documentation, USAA saw fit to deny my claim, putting me out of a significant amount of money. To further compound issues, my XXXX token is being held hostage by USAA. My accounts were placed in a deposit only status that is preventing me from unregistering my phone number so that I can use XXXX with another financial institution. USAAs response was, just use your email address. I dont consider that helping the client, thats just poor customer service at its finest.
Moreover, my account was debited the full of amount of the fraudulent actively putting me out a significant sum of money. USAA took ONE business day to conclude their investigation. USAAs sole reason for denying the claim is due to alleged activity on the USAA mobile app while the reported fraud was occurring. They refuse to provide proof of this allegation. I can say, without a doubt, that my USAA app was not used during this time. I would have blocked my card and reported it sooner.
I, admittedly, make use of the USAA widget on my XXXX. This widget provides up-to-date balance information at a glance. It doesnt take a computer scientist to know that some BACKGROUND processes are running in order for it to accurately provide this information. USAA was unwilling to tell me if this widget utilizes the quick login function to provide balance information, which again, is why they denied my claim.
To add further insult to injury, the analyst assigned to my case was downright awful. I was verbally accosted and interrogated about transactions not germane to the issue at hand. His line of question was not only inappropriate, but phrased in a way that creates confusion. It was then USAA determined I changed my story. I did not.
Its not all bad, though. I did have the opportunity to speak with people who genuinely cared. In conclusion, USAA does NOT protect the cooperative and denies claims based on baseless information.
I challenge USAA to check my login activity as of todays date ( XX/XX/XXXX ) for the past 7 days. Does it show that I accessed the USAA mobile app? I am attaching my Screen Time activity to show that I have NOT used the USAA mobile app in the past 7 days - since this incident, honestly. Since this seems to be why my claim was denied, youll see how flawed that methodology is in which case I feel I a due a credit and an apology.
Once a happy, longtime USAA member, I urge anyone reading to reconsider doing business with them.
|
| 11/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
|
|
On XX/XX/2023, some fraudster XXXX ' withdrew {$800.00} from my checking account using my debit card. I have no idea how they got my debit card details and I have NEVER been a customer of this shady online gambling site. I don't know why XXXX is allowed to do transactions on stolen debit cards - shouldn't they have to request customer identification to ensure the customer is at least of age and are who they say they are? Moreover, USAA notified me- is this fraud? So I said - yes - what is this charge and who are these people? Nonetheless, they let the {$800.00} be deducted from my account causing a check I wrote to my 401K replacing a hardship loan that is time-sensitive to be bounced. I called USAA MULTIPLE TIMES begging them- please do not bounce this check- this is just because of this fraud - they said they wouldn't on several recorded calls and THEY JUST BOUNCED IT ANYWAY. I am so so so sick of the way they are now treating veterans and their families. I have been up all night super upset that they caused all this drama. Also, when they know this {$800.00} is fraud, why do they have to wait for it to post and then do an investigation before replacing the $ - had this fraud not happened, the check would not have bounced. Why can't they do a provisional credit right away or at least prevent any 'bounced checks ' while they resolve? They claim they have a zero-liability policy for fraud - well they caused me a serious problem. I don't know if I can get the funds now to honor the payback of the loan which will hit my 401K AND cause me a penalty - all because of this fraud that is not my fault. I am disgusted that this is how they do business. They let a computer just bounce checks when they know that money was fraudulently taken from my account- I had to spend all day on this fraud situation. Then, when I got notice the check was presented, I sent cash via XXXX from another account to cover the difference - yet USAA still bounced the check - even though I spent like 2 hours on the phone with various people who told me ON RECORDED LINES that USAA would honor the check. I also got no sleep and am now just sitting here crying because they are wrecking me financially by causing me to have a 401K tax penalty because I could not return the loan in time because USAA did this to me. I want an apology and I want this fixed. They say they have a 'zero liability ' policy for fraud - clearly, that is not the case. They have harmed me for fraud done to me because of their carelessness and lack of timely response.
|
| 04/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XXXX of XXXX, someone fraudulently opened a credit card account with USAA in my name and started taking cash advances. I told USAA it was fraud but they didn't believe me and repeatedly told me I had to pay the balance. For months, I spoke to people at USAA who told me they would help but the bank made it impossible to reach anyone who actually had the power and desire to help me. I just kept getting told it wasn't fraud and I was responsible. Finally, on XX/XX/XXXX, I submitted claim XXXX with the CFPB. Two days later, I got a call from USAA 's office of the CEO and the next day they called back to tell me it wasn't fraud and they would delete all negative information from my credit report. On XX/XX/XXXX, I received a letter from USAA stating the account was a fraud and they would delete the credit inquiry from my report. On XX/XX/XXXX, I called XXXXXXXX XXXX XXXX XXXXXXXX from USAA 's office of the CEO to verify they would delete all of the information, not just the inquiry. She never called back. I tried her several more times and never got a response. On XX/XX/XXXX, I sent a letter to CFPB and USAA explaining that USAA has not done everything they were supposed to. On XX/XX/XXXX, I got a call from XXXX of the CEO 's office who said he would look into it. On XX/XX/XXXX, XXXX called again and told me USAA should've paid off the debt internally so they could report to the credit agency that the debt was settled but he didn't know why that didn't happen. He said it would be cleared by XX/XX/XXXX and my credit report would be updated by 45 days from then. On XX/XX/XXXX, I checked my credit report and the delinquent payment was still there and my score was still 200 points lower than it should have been. I called XXXX and got no call back. On XX/XX/XXXX, XXXX called and left me a message. I finally got in touch with her on XXXX. She said she would figure out what happened and get back to me. I left several voicemails for her over the following week and a half but got no replies. I sent new letters to USAA and CFPB on XX/XX/XXXX. On XX/XX/XXXX, XXXX from the CEO 's office called. He said he had to contact the credit department to find out what happened and would call me back by the end of the week ( XX/XX/XXXX ). I never heard back from him. I left voicemails for XXXX on XXXX, XXXX, XXXX, and XX/XX/XXXX. I got no responses. USAA continues to ignore their responsibilities and how much this issue is affecting me. My credit score is still approximately 200 points lower than it was prior to the fraud.
|
| 01/20/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
Greetings, USAA has engaged in unfair deceptive and abusive acts and practices, also known as UDAAP concerning my USAA insurance policy. I have multiple services with USAA to include banking and vehicle financing.
On XXXX XX/XX/XXXX, I learned that my USAA Auto insurance policy was cancelled without proper notice. This is alarming seeing as I had a payment arrangement with USAA that was discussed on XXXX XX/XX/XXXX. Specifically, I contacted USAA to advise that I needed more time to make a payment due to an unforeseen financial circumstance. I spoke with a representative who advised that I should make a payment by XXXX XX/XX/XXXX. The representative advised that if I could not make a payment, I should call back to see what options would be available. She indicated that she would update my account notating that information. On yesterday, XXXX XX/XX/XXXX I went online to make a payment only to realize that my policy had been cancelled. Over the last month, I have been XXXX for XXXX XXXX and only had access to email. On XXXX XX/XX/XXXX, I received an email from USAA, but there was no indication or date stating that my coverage was on the verge of being cancelled. Last week, I returned from XXXX XXXX to learn that my auto insurance was cancelled. When I spoke with a representative on yesterday, she was increasingly condescending and stated she could not find any notes from the last conversation Id had with USAA on the topic. I found that troubling and asked that they pull the call records to listen to the conversation. She stated that process could take up to 5 business days for that request, meanwhile, I was left uninsured and my consumer credit report impacted. I requested that my insurance be reinstated. The representative ran a quote that doubled my last premium with USAA. I am shocked. I am being mistreated and unfairly evaluated in this urgent matter. This is not right. On today, XXXX XX/XX/XXXX, the representative admitted that the phone call was reviewed and the payment arrangement was discussed. USAA never set up the agreement on my behalf. I told the USAA representative that I could not set up the arrangement myself which was why I contacted them for assistance. Today, the USAA representative was hostile towards me. The bottom line is she did not hear the phone call ( her supervisor did ) and she has no authority to assist and she continued to gaslit me about what was mentioned on the phone call. That representative refused to assist in any manner helpful in this already tense situation.
|
| 09/30/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I contacted USAA about my debit card being declined at the grocery store. When I called I was told that we only had {$5.00} in our account. I told the rep at USAA not we should have nearly XXXX. He then proceeds to tell me that there are 3 charges one for {$10.00}, one for {$740.00} and Finally {$3100.00}. I told the guys that these charges where not authorized by me or my husband. I called and reported the fraudulent charges, however ; USAA stated that they can not return our money until they do an investigation. Which is untrue as over the month of XXXX we have both had to have our debit cards replace 2x each and several charges returned to our account. I told the rep that I researched the company that did the charges and they do not exist. USAA has become the worst financial institute to deal with. They do not apply the same rules to every fraudulent case which is unacceptable. I have been banking with them for over 15 years and have never had this many problems. I feel as if our banking account is being access by someone within the company or they have a breech that they are not telling their customers about. I am at the point that I am going to sue them for fraud and for not keeping our account safe. When we first had to report fraudulent charges at the beginning of XXXX they told us that they would notify us of any unusual transactions, however ; they will block our card if we use it at say XXXX buying less than {$50.00} dollars worth of food but when we get charged nearly {$4000.00} they do nothing but tell us there is nothing they can do but open a fraud claim. This is un-true because when I have called in about other fraudulent charges they refund our money right away. and now that someone has cleaned out our account and I reported it within less than 24hrs they wont do anything to help us get it back. They allowed our account to be cleaned out and told us that we have to wait 10 days to get our money back. I told them that this company is our of XXXX which should have been a clue right there. I am a XXXX Veteran and my husband is a XXXX XXXX XXXX XXXX This has caused us a financial burden and has also created undue stress to both my husband and I which has also caused my husband to nearly end up in the hospital from all of the stress USAA has caused us over the last month. They need to be held accountable and treat their XXXX with more respect and undue stress. We have not money, we can not buy food, pay our bills, or even buy gas. This has caused a major hardship on me and my husband.
|
| 09/20/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
I have been with USAA for several years. I recently switched my banking over to USAA. For weeks they have asked for documentation and ID. All of which I supplied multiple times. On the XXXX without any notice other than the same email I have responded to they froze my checking and savings accounts. I did not get one phone call to my cell or home. I do not have 1 voicemail from USAA. I do not have a USAA number in a blocked list or anything. I called them, supplied the documents again that they wanted. Called back instantly to make sure those were received. USAA has had everything they need for the last 3 days and yet after more than 9 calls and escalations my accounts remain frozen. I can not get my medications or food or pay bills. My bills are being returned and Im getting fees and USAA says I have to wait for the back office to release the hold and the only way they can communicate with this back office is via email. I have been paying my insurance bills for years and not one issue with identity as long as they are taking your money. I have even had my father who is next of kin supply documents and his XXXX and license and still here I sit going into day four with no access to my checking or savings accounts because I was just told I have to wait till the back office gets to me because Im not next in line. I would understand if there was something going on but there isnt and they have what they need and basically I have to wait until USAA decides I can have access back to my own money! I was told they do this to everyone and if I had known that then I would of never ever switched banks to USAA. I have called everyday explaining the urgency in me seeing my dr for my XXXX meds and I had to reschedule 3 times costing me {$50.00} that I cant pay right now either. Once they got what they asked for my accounts should of been unfrozen immediately. Im not a new customer I have been one for like 10 years. They need to stop doing this to people without making sure they have made contact with someone. A call and voicemails would of been nice to my house and cell none of wish I can locate and I have searched all call history extensively. They send an email to an app I may not login to that day and its not specific either. Its the same one theyve sent over and over. I need access to my account immediately. I need food and to pay bills. Im racking up fees and late fees. Is USAA going to pay the {$50.00} to XXXX dr or late fees to cap one or anyone else? I shouldnt be waiting 4 days to access my funds.
|
| 03/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
We made a payment to vendor XXXX XXXX for services of {$250.00} on XX/XX/XXXX for cable and internet. This vendor, was, in fact, not XXXX XXXX but a scam artist/hacker. This payment was taken from our account, fake confirmation emails were sent to his gmail account, but payment was not actually made to the our XXXX XXXX account.
Once we realized this error, our cable and internet services were turned off, and we had to pay fees to have the services turned back on in addition to our late bill.
We have spent countless hours on the phone with XXXX and our bank trying to get this sorted out - and even asked XXXX to open investigations into our account being hacked - but they refused. During one phone call to XXXX, we were even able to get the hacker back on the phone ( using my phone while my husband was on the phone with XXXX ) XXXX and listened as they lied and hacked into our account again. XXXX still did nothing, and expect us to pay the full amount owed plus late fees that we do not owe. We were receiving emails ( fake ), that our account was up to date. We are now not allowed to pay our XXXX bill with a card or online due to this, and have to pay in cash at a service center. With regards to our bank- we've been through XXXX disputes with them for this issue, and they will not refund the money - the hacker also used my husband 's bank card to try to make several other payment ( XXXX in total ) on XX/XX/XXXX for the amount 's of XXXX, XXXX, and XXXX. They last one ( not sure of the amount ) was flagged by our bank and thankfully the transactions were reversed. His card was canceled and a new one issued. Both the vendor XXXX XXXX ) and our bank are aware that hackers have been in our accounts multiple times, but will not refund the money from XX/XX/XXXX for XXXX This scam artist/hacker had our account information from XXXX XXXX, and confirmed all of our information. The confirmation emails and text messages looked legitimate, but they were not.
While we were working this all out with XXXX XXXX, we were actually able to call back a number we had and get a hacker on the phone and they tried to get more money from us and hacked into our XXXX XXXX account again. Still nothing has been done.
Due to the payment of {$250.00} not going to the correct vendor ( XXXX XXXX ) our cable and internet was shut off on XX/XX/XXXX. We had to pay late fees and the total due bill, which we thought we already paid, to get services restored. The payment of {$250.00}, had in fact been taken by a hacker.
|
| 10/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
For the past several years ( since at least 2016 ), I have been battling with USAA in regards to financial money mismanagement. During those years, they have told me they are working on resolving this issue. I have several bank accounts with USAA, a credit card, Auto, and renters insurance with USAA. Each month, I pay a monthly bill to USAA to pay my insurance. Each month, the insurance payment shows as a pending transaction on my account for a very brief time. Then a few days before the ACH transaction takes place the pending transaction drops off the banking side of my bill pay account. For period of about 8 to 12 days before, during, and after ACH transaction ( with USAA ) the money does not show as a pending or paid transaction. I understand that during the process there should be a day or two that this might briefly occur. However, It literally disappears and does not exist. Then it eventually shows back up at a pending transaction for the follow month or months. The money is in limbo from my account for usually 15 days and the ACH transaction setup in my bill pay magically disappears and reappears every month. When it is there it shows the pending transaction and the future transactions for the next few months. When it is in limbo it is gone completely. The only record exist it paid history. I have asked USAA hundreds of times to fix this issue. I have file hundreds of complaints with USAA. This money mismanagement has made it so I accidently over drafted my account on two different occasions.
Today, is XX/XX/XXXX. A few days ago the ACH transaction for my insurance payment due on the XXXX of XXXX disappeared from my bill pay account. According to my bill pay account, I have no payments scheduled to pay my insurance scheduled at all or pending from now until the end of time.. Inside my bill pay account, it clearly shows there is an ACH transaction scheduled for the XXXX of each month. I spoke with the executive resolution team ( XXXX ) with USAA today. She would not stop arguing and raising her voice with me. This is the common treatment I get with USAA. I believe USAA is engaged in money mismanagement and/or racketeering / embezzlement. I researched if anyone else is having trouble with USAA and found the following.
UNITED STATES OF AMERICA DEPARTMENT OF THE TREASURY OFFICE OF THE COMPTROLLER OF THE CURRENCY XXXX I also found that USAA was fined {$85.00} million dollars last year for 'Violations of Law XXXX XXXX : XXXX.
I am asking someone to look into this situation.
|
| 11/24/2020 |
Yes |
- Debt collection
- Auto debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
Im writing on behalf of XXXX veteran XXXX XXXX. His vehicle was repossessed late Tuesday Night/Early Wednesday Morning ( XXXX, 2020 ). He received no notification. He was even hospitalized. He called several times to rectify the issue. Last person he spoke with was XXXX, CSR who transferred him to XXXX in the recovery Dept. He borrowed a loan for {$5100.00} according to XXXX, ID XXXX XXXX recovery department ). The amount to recover his vehicle is currently {$5600.00} XXXX bal {$4900.00} ; Late Fee, {$47.00} ; Retun fee {$25.00} ; Repo $ XXXX {$5400.00} to release ; Towing {$150.00} plus $ XXXX XXXX. According to XXXX in recovery dept., USAA attempted to automatic withdraw {$320.00} XXXX payments $ 122 monthly ) & there was not sufficient money in the account ( created an overdraft fee for MrXXXX XXXX XXXX. I personally made a payment for Mr. XXXX from my account for {$320.00} on XX/XX/2020 ( MrXXXX XXXX is on a fixed income from social security dept of under $ XXXXmonth ). According to XXXX it was returned. I asked why she had no response. Another payment on XX/XX/XXXX she claimed was returned XXXX USAA refused because I dont give access for automatic withdrawal ). Mr XXXX made several attempts to rectify the account before repossession XXXX unknown vendor ). Complaints were filed with NJMVC because the dealer XXXX XXXX XXXX took the money & refused to give XXXX XXXX the title & invoice. The temporary tags shows the vehicle should have received permanent plates in XX/XX/2020. The XXXX XXXX PD, XXXX NJ towed his vehicle. XXXX XXXX refused to release it, claiming, he, Mr. XXXX must go & get it titled before it would be released. Lt. XXXX XXXX was contacted, he told Lt XXXX to call XXXX XXXX XXXX XXXX, XXXX NJ to release the vehicle. He did reluctantly ( We observed the owner, sitting in family dollar parking lot in XXXX XXXX XXXX NJ, staking out the car daily ). I received a letter from Lt. XXXX claiming the incident did occur but the officer was exonerated. The vehicle was registered XX/XX/2020. USAA is making unreasonable demand after they refuse payments from a Veteran who also suffers from XXXX.
XXXX from the recovery Dept hung up on Mr. XXXX. He has no way to get to his medical apt & he needs his dot monthly. I had someone took him to the VA clinic on Wednesday. He was late because his ride was taken away without any form of notification & USAA refusal to accept payments made on behalf of the Veteran unless it was from the Veterans checking account. Terrible treatment of Veterans!!!
|
| 07/25/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
My bank refuses to prevent future payments to XXXX XXXX XXXX. They insist that the only way to fix this is to cancel my current card and have them send me a new one.
For the past two months XXXX XXXX XXXX has tried to charge my account {$370.00} even though I no longer use XXXX XXXX XXXX. On XXXX XXXX XXXX charged my USAA Mastercard debt card {$370.00}. A few days later I contacted USAA and informed them 2 things : 1 ) this was an unauthorized charge and 2 ) USAA was not to pay XXXX XXXX XXXX any future payments from my account in the future. USAA said that it would be best for me to cancel my current card and they would issue me a new one. I told them that no, I 'd prefer to keep my current card and that they should simply just not make any future payments to XXXX XXXX XXXX.
On XXXX XXXX USAA refunded the {$370.00} and I assumed that everything was ok.
However, on XXXX XXXX, the same thing occurred again- XXXX XXXX XXXX charged my {$370.00}. I again called USAA and explained the situation once more. After and hour of hold time, discussions, and USAA telling me that the only solution was to cancel my card, I asked to speak with a manager. They submitted a request to a manager who just called me back. She told me several things about who the bank has a contract with Mastercard, how the bank could n't possibly predict what day XXXX XXXX XXXX would try to make the charge next time ( I responded that we should just assume it was going to be a weekday so please do n't let XXXX XXXX XXXX make the charge on a weekday- but also let 's include weekends just for good measure ) or how they did not want to interfere with the bank 's relationship with either the charging company ( XXXX ) or with Mastercard because that would then affect the relationship that all USAA members have with those companies.
I then pulled up your website and we discussed its content.
http : //www.consumerfinance.gov/about-us/blog/you-have-protections-when-it-comes-to-automatic-debit-payments-from-your-account/ This blog post refers exactly to what I 'm experiencing.
By the end of the conversation " XXXX '' from USAA said that she would " do her best '' to try and solve the problem but again she said that most of the time the card needs to be closed and a different card number issued.
I do n't want a different card. That would mean I do n't have a debt card for several days. Also, I would have to go through and reauthorize every company that makes validly receives payments from me.
I 'd prefer USAA just obey the law.
|
| 07/12/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
USAA recently discharged an auto loan I took out in 2016, despite my many attempts to pay it off, after missing a few payments while dealing with the financial and physical issues of my recent illness. Despite willing to pay the loan off in full, USAA refused to stop the discharge of the loan or work with me in any way despite my requests and the recent legislation passed due to the current COVID-19 pandemic.
Additionally, USAA violated TILA in regards to this auto loan.For a whole year USAA, failed to provide me with any billing statements, information associated with the loan and for several months even refused to accept payments unless they were made from an internal account. This of course was not possible as USAA closed my internal accounts, which caused a 0.5 % increase in my APR as auto pay from a USAA account was a condition of receiving the lower APR. Along with shutting down all my internal accounts due to their repeated failure to resolve a single issue of identity theft, USAA continually stated they would forward me all related loan documents, bills and legers. As a result the vehicle was placed into repossession Immediately after being placed in reposession USAA accepted payment for the total amount due and reversed all fees and penalties caused by their actions. USAA violated the FCRA, by refusing to remove the late payments from my credit report despite many requests.
To date USAA still attempts to send me all my consumer lending documents online which they restricted my access to years ago. With the exception of finally starting to send me my consumer lending statement which states the monthly amount due. This statement fails to provide crucial loan information, such as a payment ledger, total amount remaining etc.
USAA, has also been discriminatory by not making all services and data related to my auto loan available to me as it does other members. I am unable to access any of the loan information online, retrieve any documents submitted, set up or make electronic payments or auto drafts online. In fact, I have to personally call in every month to pay this auto loan.
In short USAA has made a habit of violating TILA, FCRA, has failed to provide a 1099C relating to this charge off, or work with me to make any attempts to salvage the loan. All while having damaged my credit years, reporting this loan as late and repossed, which prevented me from seeking alternative financing elsewhere and escaping their deceptive, discriminatory and illegal lending practices.
|
| 07/29/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I contacted USAA to do an interest rate reduction refinance loan for my VA home loan that is currently with USAA. I went through application, and when I received my disclosures, saw that the required disclosure " IRRRL Comparison Statement and Recoupment Calculation '' was wrong. I contacted USAA and my mortgage specialist acknowledged there was an error, but said she didn't know if she could fix it. I told her I wanted to know the actual numbers before deciding on the loan.
On Saturday the XX/XX/XXXX, I got a call that asked me to send an email/photos of what was wrong. I sent it the same day, with two issues : I was looking for a loan comparison that normally comes with a cash out refinance, which apparently doesn't come with an IRRRL -- - and I was looking for a corrected IRRRL disclosure. I sent photos of the document with notes to clarify the error.
On XXXX XXXX, I got an email from USAA 's Loan Originator telling me that " we are talking about different things '' and " Unfortunately, we would not be able to generate that document for an interest rate reduction refinance. '' On XXXX XXXX, I received a call from the mortgage assistant stating the same, and affirming that despite the number being grossly wrong, " management '' told the assistant they weren't going to fix it or send out any more disclosures.
A huge factor in refinance is the recoupment for the loan cost. My current loan is with USAA, however, they incorrectly list PITI and PI as the same amount, despite knowing otherwise. They own my current loan and have ready access to this information. The comparison rate lists the new PI, and comparison PITI correctly, and this " funny math '' makes the time to recoup closing costs grossly incorrect.
I was told the actual savings for buying down points would be somewhere around {$400.00} per month, with points at the cost of over $ XXXX. However, the disclosure incorrectly states the reduction in PI to be almost {$1100.00}. This is almost 200 % the amount I was verbally told. At this reduction, it would only take 10 months to recoup closing costs, which is what the disclosure states. I have asked repeatedly for an accurate disclosure and was told " no ''.
I think it's wrong to lie/mislead a customer, much less a Veteran. I have banked with USAA for over 18 years, and I was really shocked that the primary disclosure for IRRRL was grossly wrong. USAA wasn't willing to fix it. I have not received an accurate disclosure. Banks should be held to an accuracy standard.
|
| 07/28/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American, Servicemember |
|
I am a New York State resident. I refinanced my home mortgage with USAA Federal Savings Bank, signed XXXX/XXXX/XXXX. The monthly payment, included PMI ( {$79.00} per month ). As the appraisal value reported before the signing, was valued at {$290000.00}. As of XXXX/XXXX/XXXX, the outstanding loan mortgage was {$230000.00}, as I have made extra dollar toward the principal reduction each month since XXXX/XXXX/XXXX with no obligation and penalty.
As I called and tried to reach out USAA-Mortgage Dept since XX/XX/XXXX, requesting my PMI to be cancelled or to be removed, and I did not get any immediate answer, until I received a letter by a regular mail that, is requesting a new appraisal value as of today ( it must be current ), and I must pay the appraisal expense directly to USAA. ( USAA was outsourced to a third party company called, XXXX/phone # : XXXX, for managing the loans and the payments on behalf of USAA. ) Since XX/XX/XXXX to XX/XX/XXXX, my request has gone undetermined, even I have a good payment record, and I met the requirements ; current payment, no late payment, current escrow payment ( no obligation on the extra dollar amount toward principal reduction each month ). I checked the New York Department of Financial Services 's web, and researched more in detail related to the PMI and the cancellation, and other requirements. The New York Department of Financial Services guided that it did not require a current appraisal report in order for PMI cancellation, and it must follow the appraisal reports used on XXXX/XXXX/XXXX.
I had explained and tried to provide the sources to the managers ( third party Co ), related to the NYS-Dept of Financial Services, and all managers refused to listen and ignored to follow the NYSDFS 's guidelines, and verbally over the phone that regardless the current balance is below the 80 % threshold. I tried to reach out HQ-USAA, and I was unable to speak to someone that could help me at this point. As of today, I am still paying the PMI, as part of my monthly mortgage payment since XX/XX/XXXX.
Please advise, should I continue to make the PMI payment every month to USAA until the expiration date of XXXX/XXXX/XXXX even the current principal is below the 80 % threshold? If I requested my PMI to be terminated by XXXX/XXXX/XXXX, and I was informed by USAA-a third party Co that, they still need a new and current appraisal report. In addition, the automatic PMI termination date is on XXXX/XXXX/XXXX with no requirement for an appraisal report.
|
| 06/26/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
My USAA member number is XXXX According to eRegulations 12 CFR Part 1026 ( Regulation Z ) titled : FINALITY OF ERROR RESOLUTION PROCEDURE, A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). Thus, for example, 1026.13 ( c ) ( 2 ) prohibits a creditor from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. USAA has violated this law in response to a previous complaint on XXXX/XXXX/2017 from USAA, they state " You explain that a year later after issuing permanent credits, USAA reversed the action and is holding you liable for purchases you state you did not authorize. '' This reversal takes place way beyond the time allowed by eRegulations 12 CFR Part 1026. According to this regulation even if the creditor obtains evidence after the error resolution timeline has passed the creditor ( USAA ) is prohibited from reversing any amount previously credited. In addition, I received notices from USAA stating the investigation was complete and all credits were final. I only learned these had been reversed after calling in as they are only listed as " transfer adjustments '' online. Shortly after inquiring, USAA removed my online access to all of my accounts and in discrimination and retaliation to exercising my rights closed this and all of my other accounts as well without any warning or detailed explanation. Even worse, I have yet to receive an account statement for the above mentioned account or any of the supporting or related documentation despite repeated requests. Making matters even more difficult it took over a month to finally receive a follow up phone call with the agent XXXX from the CEO 's office who everyone said I needed to speak with. Upon finally speaking with her, she had no actual knowledge of my account or any of the federal regulations stating USAA did not need a reason to close my account, reverse the credits despite the timeline set forth nor did they have to offer any explanation for any of their actions due to regulation Z. When I inquired about regulation Z she could n't tell me anything about it. She even stated it was found in the card member agreement, but she could n't tell me where because she did n't have it in front of her.
|
| 05/13/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Servicemember |
|
On XX/XX/XXXX i resquested a new vehicle loan thru USAA federal financial bank. The loan was aproved and i began serching for a vehicle. I got a deal for a XXXX XXXX XXXX thru a local dealer at XXXX XXXX XXXX XXXX and they send the documentation to USAA requesting the amount of XXXX for the above mention vehicle. USAA after several days without hearing from USAA i call them to inquire on the vehicle purchase and was told by them that they could not fund the vehicle even thought i have been approve for the amount because the paperwork sent by the dealer was in XXXX. The dealer also contacted USAA and were told the same thing. I proceeded to contact USAA and told the that since my dealer could not provide the require paperwork in XXXX i needed to cancel the loan. At that momente the person that anwer the call told me that i did not need to cancel the loan because the the 14 day period ofter requested was almost up and the loand would cancel itself at the endo of the period. I went ahead and funded the vehicle thu a local bank here in XXXX XXXX. In the begining of XXXX while reviewing my accounts i noticed that USAA funded the vehicle they told me that was not posible to fund due to paperwork. I contact the bank to inquiere of the situation and was told by then that in fact somebody made a mistake and funded the vehicle. They asked me to contact the dealer to return the money they send them with the interest accrued to the date. I have contact the dealer several times but the refused to pay the interes accrued as they were told that the vehicle could not be funded with the sent paperwork. On XX/XX/XXXX dealer sent a check for the exact ammount they were sent by USAA bank. I again contacted the bank on XX/XX/XXXX to verified they had received the check ( even thou i coukd see that the certified ups tracking shown that the check was receive ). And was told by then that i needed to wait a week to verified the check status. I waited a week and again contact USAA at that moement i was informed that the check was receive but since the dealer made a mistake writting the bank name it was not going to be cashed and they were going to send it back. I waited a week and contacted the dealer to inquiere on the sent check. I was told by the dealer that they havent receive the incorrect check and they needed in order to reissue another one. USAA had been contacting me asking for payment and threatebing to damage my credit score which until thsi situation had been in exelent standing.
|
| 10/21/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I filed a credit card dispute claim with USAA on XX/XX/XXXX for {$790.00}. The merchant in this case was a mechanic called XXXX XXXX XXXX XXXX XXXX. They had my car a total of 4 times for an issue with my coolant system. The 4th time they determined it was a bad water pump and needed to replace it. I paid {$790.00} for the work and after getting my car back it broke down the very next day. They did not correctly reconnect the fill hose that sends the coolant to the engine, which caused my car to overheat and I broke down. I called the merchant ( XXXX XXXX XXXX ) that morning 3 times, 2 times the next day, a few times a couple days later, left several voicemails, with no answer. I only got a call over a week later stating I could bring the car back and they would fix their mistake. By that time 1. ) it was already too late and 2. ) no one in their right mind would bring a vehicle back to a mechanic for a 5th time for the same issue. So basically, I took my car somewhere else because I no longer trusted XXXX XXXX XXXX and they were not picking up my calls. My new mechanic informed me of XXXX XXXX XXXX 's negligence and incompetence. USAA denied my credit card dispute case because they took XXXX XXXX XXXX 's original statement at face value. XXXX XXXX XXXX ( the service managers name is XXXX XXXX XXXX stated that I only brought my car their twice, that the fill hose not being reconnected properly was not because of them and that they never heard from me again. All of these things were a lie and I provided USAA with a 3 page letter and 19 pages of supporting documentation including call records, tow records, text messages and pictures of my vehicle to disprove XXXX XXXX and XXXX XXXX XXXX XXXX lie. My credit card dispute was rejected because USAA said " the merchant offered to fix their mistake ''. I said that is ridiculous because at what point does their work not constitute neglect? And if they don't call me back for over a week am I supposed to sit at home, not go to work and wait for them to fix my car? USAA did not have a good answer. The final time I called USAA they told me they were going to have someone call me back to rectify this. I waited for that call and it never came. I am requesting that the Consumer Financial Protection Bureau get me my refund of {$790.00}. You can call me at XXXX if you want more detailed information regarding this case. USAA has not only been negligent in defending me in this case but I believe their actions to be criminal. Thank you.
|
| 02/24/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I sent a letter to the Chief Credit Officer with a copy to the Chief Legal Officer disputing certain negative reporting on my credit report related to my mortgage loan. I disputed a late payment on XXXX XXXX and another one on XXXX XXXX. I received a communication from the lender indicating that the XXXX XXXX had been removed, but the communication did not address the status of the XXXX XXXX dispute.
On XX/XX/XXXX, I spoke with a representative regarding the dispute at which time they indicated that a dispute was being opened and that they would communicate their finding within 30 days. I received no update.
On XX/XX/XXXX, I spoke with another representative regarding the XXXX XXXX late payment. I was told that because the dispute on XXXX XXXX, XXXX was verbal, the lender was not obligated to respond within 30 days. At that time, I told the representative that I had provided a written communication of the dispute previously. She gave me an email address to which I could send evidence of the written communication.
On XX/XX/XXXX, I emailed the documents to the lender at the email address they provided to me. I called and spoke with another agent on that date and was told that the dispute was being elevated to the credit branch, and that they would get back with me.
On XX/XX/XXXX, I called and spoke with an agent who transferred me to another agent, XXXX, in the escalation unit. XXXX indicated that they had responded to me in a letter dated on or about XX/XX/XXXX. When I pointed out that the XX/XX/XXXX letter only addressed the XXXX XXXX late payment, not the XXXX XXXX late payment, he indicated that it was " still a response. '' I told him that it was not a response, because it did not address the second dispute. I told him that they needed to remove the late payment from my credit file, since they had failed to respond within 30 days of the dispute, as required by the Fair Credit Reporting Act. He told me that they would not remove the late payment.
I disputed the payments because the originator of the loan, USAA Federal Saving Bank, and the servicer of the loan, XXXX ( now XXXX XXXX ) have long enjoyed a co-branding agreement wherein they encourage customers to make payments via the USAA F.S.B. website or mobile app. The servicer indicated during my communications that they record the payment as of the date it clears, not the date the payment is initiated. Because of the strong co-branding, most customers are unaware of the distinction.
|
| 07/20/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
My fiancee and I decided to choose USAA to hold our mortgage, so we applied through them initially. Approved us for $ XXXX initially ... .filled out the entire application. And we had to do our own application because we were n't married yet. All that was fine, but how do you approve us for $ XXXX, even though we found a house for way less, and then when we get 4 days from closing to tell us that our loan is no good and that we will not be able to close? And then ask us if we have any family members who could give us a substantial gift for a down-payment? We went from having to take $ XXXX to the table to $ XXXX to the table? So unprofessional. And then our original processor was out for a period of time, but she emailed us and said we were good. That was one issue. Then on the day I was originally suppose to close, USAA calls me back to tell me they have fixed everything ( I was on my way to another borrower ). So during the XXXX stint, we had to provide things that we had already provided ( twice ). Horrible.We kept calling because they were running against the clock to provide the documentation to the closing attorney 's office. Finally, we close. Which brings me to my second issue, if we are both borrowers for the loan, why am I getting the run around on getting my fiancee online access to pay the mortgage? We have called seven times ( on hold as I type this complaint ). We do n't want a 30 year loan. We 're trying to pay the mortgage plus an additional {$500.00} ... .trying to give them money, but no one can seem to help. This may sound petty, but he should be able to see the loan through his online profile and make payments, instead of paying over the phone and paying an additional {$11.00} surcharge. USAA is suppose to be the cream of the crop, but I am very disappointed. We must have done something right because our loan is really good, even the other lender said if USAA can finish it, let them. But this has been a total disaster. At the current moment, I have had XXXX IT tickets put in so that my fiancee can get online access. Nothing has been done. I ask to speak to a supervisor, everyone is too busy. My parents and grandparents are ex-military and so is my fiancee 's family ... ... .they told us to go with USAA because we would get better rates. I waited to write this because I do n't want anyone to give my family or me a hard time with our loans and other services, but at this point it does n't matter. Do not choose USAA to finance your home.
XXXX XXXX
|
| 05/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
I am a past account holder. My brother was one till he died in XXXX. I contacted USAA less than a month after his death. They did not give an option for his account to stay open for estate purposes. It was immediately suspended. They forced me to reactivate my past account in order to speak with them. They then reported my contact information to 3rd parties and I started receiving harassing phone calls from XXXX XXXX for credit collection within a week. Within 2 weeks I received a condolence letter from their VP of credit cards addressed directly to me and including my brother 's final credit card bill. On phone call I was informed that I would receive no information on accounts unless I was appointed executor/representative of the estate by a judge. Before i went to court i received a phone call from USAA beteavement department that i was running out of time. I was informed of a 90 day limit once they receive notice of death. If they dont receive documents then bank policy is to cut a check pay to order of deceased estate to their last known address. I did this through probate court. I sent this paperwork to the bank and spoke to bereavement reps in 3 different departments who all verified that I am rep for estate and they all give me personal account info and let me make decisions regarding insurance policies so that I could pay them. When it came time to cut a check for balances in 3 accounts they said no. They said because the account numbers with exact balances were not on the probate document so they are not required to give me the . I was not my brother 's spouse and did not have access to that information. They then stated that since my sister and I are both on the probate document then they do not have to pay it to me anyways. My sister is listed as the primary creditor on the probate document with me appointed as representative. This was done by us since she paid for funeral and bills after his death but I live closer than an 18 hour drive to our brothers home. Now, it has been over 2 months since last speaking to the bank and they have not cut a check for his balances paid to the order of his estate either. I know because I am still receiving his bank statements. They also never answered my question about who gets to keep my brothers money if a check isnt cashed. Are they stealing money from the families of veterans who get an account at their bank since they are supported and endorsed bt the US government as safe and frindly to veterans and their needs?
|
| 03/24/2018 |
Yes |
- Debt collection
- Other debt
|
- Took or threatened to take negative or legal action
- Sued you without properly notifying you of lawsuit
|
|
Web |
Servicemember |
|
Information from my original complaint dated XX/XX/XXXX : Around XX/XX/XXXX, I reopened my USAA checking and savings accounts. During this time, I was searching for a personal loan due to being in the final stages of building a home. By XX/XX/XXXX, I ended up applying to a lending company that asked a few questions I felt were about personal information, but I applied anyway and soon after that I started to notice suspicious activity occurring on my account and an unknown external account, which I never authorized to be attached to me account. I notified USAA as soon as I found out about this on several occasions and asked to have the account detached from my profile and the money returned to wherever it came from. I was told that the account belonged to XXXX XXXX when I spoke to one of the representatives and I explained to her that have never owned an account with XXXX XXXX. In XX/XX/XXXX, when deactivated the debit card attached to the account, I started receiving threating text messages and phone calls from someone regarding the money and this account. Immediately, I went and filed a police report at my local department. Shortly after, I received correspondence from USAA stating that they were no longer going to do business with me due to the suspicious activity on my account and although I made numerous calls before and after these letters, I had been given the run around and routed through several departments to be told that my calls were not recorded or there was nothing that could be done about the situation. In XX/XX/XXXX, I received two letters stating that USAA was able to garnish my Federal Income Taxes and my Military Pay. I dont know how this has been able to happen because I havent heard from this company since XXXX. I was a victim of fraud and I can not afford to have over {$6000.00} taken from me when I didnt paly any part in this situation and I notified this bank on numerous occasions to try to stop this from occurring. Can you please help me?
Additional Information : USAA knowingly allowed fraudulent checks to be drafted on my checking account. When I spoke to a representative regarding the money that was taken from this account, it was acknowledged that USAA NEVER created checks for ANY of my accounts, the checks that were paid had my name misspelled and other errors on it, and my signature was clearly wrong. I also don't know how USAA was able to garnish my military benefits under the Servicemembers Civil Relief Act without my knowledge.
|
| 12/24/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I have auto insurance, banking, and a homeowner 's policy with USAA. I am a XXXX vet who has trouble with short-term memory ( service connected at 90 % ). Last XX/XX/XXXX ( approximately ), my auto policy became wonky and there was some misinformation going back and forth. I spoke to someone in XX/XX/XXXX as I got a notice of cancellation. She helped me square things away, and stated the policy would not cancel after I made a payment over the phone. She also helped me change the billing date to XX/XX/XXXX, and explained the payments would be about XXXX per month. A week later, letters started arriving about cancellations, forcing me to pay the full policy up front, lapses in coverage, etc. I continued to make XXXX a month payments as I gave up. On XX/XX/XXXX, I opened up a XXXX Auto Policy and sent a letter to USAA to cancel my auto. I called today and was told my policy was cancelled for non-payment.
Here 's where it gets worse. I tried to log on to access my bank account and my homeowners policy, and the system would not allow me access to these XXXX current accounts, stating I must call due to an issue. I called and was transferred to many people, and in fact XXXX of these folks refused to help ( especially a male in the banking side who forwarded me without helping me out ). USAA, who says they care for our Vets, do n't realize that XXXX and frustration do not help us out and that I was extremely XXXX after being passed around like this with many people in different departments.
I told them, all I want is to access my bank account as it is XX/XX/XXXX. They told me in order to access my banking, I would have to go to the auto side and pay the XXXX payment for an outstanding balance ( which I disagreed with ).
I went ahead and made the payment, so I could gain access to my bank account. After the payment was made, I was then told I still ca n't access my bank account until the payment clears, but after checking with the manager she came back and said it refreshes after midnight. I asked why I can not access my bank account as this is separate from the auto insurance division. I even went as far as stating that this is ransoming my financial product ( by stating they were kidnapping my account ), which I understand is a silly statement, but was said out of frustration. After 65 minutes on the phone, the only thing I have is a paid account ( which I do n't owe because I gave them the date of my Progressive policy ), and still no access to my bank account.
|
| 04/01/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
This complaint is being resubmitted because the cfpb closed a previous complaint without making sure the complaint was resolved.
My account was recently compromised when XXXX XXXX XXXX XXXX 's bills were imported into my account. His name was not on my account and it should not have happened. In XXXX, while we were married ... I signed a trust named " XXXX XXXX XXXX XXXX trust. In XXXX, we got divorced and I opened a new USAA account and I paid money into our joint account until things could be separated. I was told our old joint account ( while married ) was closed. I spoke to USAA a couple of times about the tab that was listed under my bill pay on my new account. USAA reassured me that it was not an issue and that my ex could not access my account. In XXXX, I signed a new trust document named " XXXX XXXX XXXX XXXX XXXX '' and submitted the cover sheet and back page which was signed and dated. In XXXX, I signed a new trust document named " XXXX XXXX XXXX Revocable Living Trust '' and submitted the cover sheet and the back page which was signed and dated. In XXXX, I changed my name to XXXX XXXX and submitted the name change court paperwork to USAA. In XX/XX/XXXX, my ex-husband ( military member ) bills were imported into my personal bank account. I contacted USAA and requested they remove the bills. In XXXX, I signed a new trust document named " XXXX XXXX XXXX Amended and Restated Trust '' and provided the cover page and back page which was signed and dated to USAA. However, I told them I wanted the accounts closed as soon as possible. USAA had my account profile updated with my name of XXXX XXXX. USAA had my correct trusts on file but failed to update my name and trusts across all of my accounts. Additionally, at some point my trust became a secondary account holder to my account. USAA failed to follow procedures and update my account information across all my banking accounts. Additionally, they failed to read and check the dates on the trust paperwork I had submitted for my account. Finally, my ex-husband 's bills should have never been imported into my personal USAA banking account. During this process, I contacted USAA multiple times. I have been unable to get my checking and savings accounts closed.
I have had to submit additional complaints to USAA because my accounts have not been closed. USAA was originally a bank established for military members. I was an XXXX XXXX service member as well.
XXXX XXXX XXXX XXXX has multiple email accounts.
|
| 09/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On or about XX/XX/XXXX, I discovered that {$5000.00} was transferred out of my checking account without my authorization. I also discovered that additional funds had been transferred out of the savings account I hold jointly with my daughter. The money went to accounts ending in XXXX, XXXX, XXXX, and XXXX. I did not open these accounts and have no knowledge of them.
Here is a listing of the unauthorized transactions : 1. {$5000.00} was transferred out to XXXX from XXXX checking XXXX on XX/XX/XXXX XXXX. Between XX/XX/XXXX, and XX/XX/XXXX, multiple unauthorized transactions in and out occurred in the XXXX savings account ending in XXXX. They are as follows : a. {$5000.00} transferred out to XXXX on XX/XX/XXXX b. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX c. {$5000.00} transferred out to XXXX on XX/XX/XXXX d. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX e. {$5000.00} transferred out to XXXX on XX/XX/XXXX f. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX g. {$5000.00} transferred out to XXXX on XX/XX/XXXX XXXX. As a result of unauthorized activity, account XXXX had the following debits for funds transfer returns and returned item fees : a. {$5000.00} funds transfer return on XX/XX/XXXX b. {$5.00} returned item fee on XX/XX/XXXX XXXX {$5000.00} funds transfer return on XX/XX/XXXX XXXX {$5.00} returned item fee on XX/XX/XXXX XXXX {$5000.00} funds transfer return on XX/XX/XXXX XXXX {$5.00} returned item fee on XX/XX/XXXX I disputed the transactions during numerous phone calls with USAA representatives between XX/XX/XXXX and XX/XX/XXXX. Some of the representatives were XXXX, XXXX, XXXX ( XXXX ), XXXX, and XXXX. I was told : Some of the transactions originated from locations in XXXX and XXXX XXXX. I have not been to XXXX XXXX since the summer of XXXX when I drove through it on the way to XXXX. I have never been to XXXX. I can submit data from my cell phone to confirm this.
A checking account was opened XX/XX/XXXX, using a device under my account. I told the representative that I did not open this or any other additional checking accounts. They would not tell me anything about the accounts or the device used. A forensic expert is welcome to examine all my devices to confirm that I did not use any of them to create the additional accounts.
I did not authorize these transactions. I did not authorize anyone else to make these transactions. I did not benefit from these transactions. I do not know who made these transactions.
|
| 11/17/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
|
|
USAA Bank linked my checking, savings and VISA card accounts with another person I do not know and definitely did not authorize to have access to my accounts. I was also given access to the other person 's accounts.
I called USAA Bank on XX/XX/2022 and notified them about the issue ( over 2 weeks ago ). They told me that the other person had wanted to link their accounts up with someone else, but they provided an incorrect number so *my* whole banking profile got linked to theirs instead of who they intended to be linked. Obviously USAA Bank didn't bother to review/verify if the name was correct before doing the linkage as the other person certainly would not have known my name, nor was I contacted at any point to advise that someone was trying to link their accounts with mine.
USAA Bank then blocked me from making online bill payments from my account but did not remove the other person from being linked to my accounts. When I tried to follow up with USAA Bank on XX/XX/XXXX seeing that no correction had been made, the hold time was XXXX minutes for a representative, so I tried to send an email, but the website told me that I was not allowed to send an email about my issue. I therefore mailed a letter to them on XX/XX/XXXX describing the issue and still have had no response whatsoever to my initial call on XX/XX/XXXX nor the letter mailed XX/XX/XXXX, and as of today XX/XX/XXXX my account is still linked up with the other person who is a complete stranger and who can presumably view my account activity seeing as their checking account, banking activity and debit card are completely visible to me.
This is an egregious breach of security and confidentiality, and USAA Bank has shown no response over XXXX weeks after I reported it. I removed almost all of my funds from my checking and savings accounts and blocked my credit card to protect myself, but this situation is completely unacceptable and non-compliant with banking regulations as far as I understand.
I plan to close my accounts altogether as soon as I can get new accounts opened and active/usable at another bank. Obviously I do not trust USAA Bank 's processes and security any more, and their complete lack of response to this serious issue is frightening and disturbing. I believe they should be subject to regulatory discipline as their activity certainly does not demonstrate adequate security measures or reasonable concern about the safety of customers ' bank accounts and access by others thereto.
|
| 08/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I have banked with USAA for years and I was having issues with fraud charges recently on my checking account and I wanted to close because getting a new card was obviously not stopping the issues.
( I recently went to the local sheriffs department and filed a report in regards to suspicious and fraudulent issues-I will attach report proof ) I opened a second account and a bunch of very strange things happened on the original account that I was planning on closing. My bank account went from having thousands of dollars in it to be - {$950.00} negative. I basically stopped using that account until I would have time to call them and figure out what happened. I was missing {$1000.00} and it was saying I was {$1000.00} negative. And the math did not add up or show in the online statement what happened.
After speaking with USAA collections department they agreed there was something wrong and was told they were going to have the fraud department reach out to me however they never did. ( This was approx a week ago ) they closed my account yesterday and claimed it was a charge off account! the account balance was +500.00 positive at the time because I just received 2 separate XXXX XXXX transactions and they put my account as into collections for {$940.00}!!
I spoke with the fraud department. They agreed that the math didnt add up and forwarded me to an executive management where she gave me proof that my account was XXXX positive status when closed. And that the USAA had a bank system update at the time of my accounts issues a month earlier-that caused this issue of my bank account balance to be incorrect. ( I should not be able to spend or transfer money if even XXXX dollar off. I have protection to make sure I do not overdraft. If I normally try to transfer or spend money my account will deny charge and say not enough funds ) We were also able to go through the statements and see that there was almost {$900.00} in fraud at the same time.
However the account is closed! Its also already in collections and there was nothing that she can do about that other than give me the proof to submit and Im not really sure how Im supposed to get that {$900.00} reimbursed to me! Or get this entire Account off my credit record and stop harming me. I was denied car loans because of this even though I have finances and credit this mistake ( equally usaa and fraud not due to any mistakes I made and I am tired of it effecting me after I worked so hard to build my credit!
|
| 08/02/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Good Day My name is XXXX XXXX. I am an XXXX XXXX service connected veteran with a service connection of 40 %. Just recently I was released from federal custody to direct home confinement. I am now beginning to receive my XXXX checks again but while I was away I had a major issue with USAA bank as they allowed my XXXX checks to go into another account number without my approval for 11 months. Because of this I was then told by the government that I owed the government and in order to be able to receive my benefits again I would have to repay all that was owed.
You see I self-surrendered myself to XXXX XXXX XXXX XXXXXXXX ( located in XXXX, Minnesota on XX/XX/2017. For the first 6 months of my XXXX the VA continued to send me my full payment of 40 % when it should have only been 10 % due to incarceration. A state XXXX for Minnesota who works out of XXXX ( a Mr XXXX XXXX ) helped me to put in for a reduction in my benefits so that they could be reduced to the 10 %. Somewhere in this process my information was switched and my account routing information went into another account number. While talking to a USAA representative they told me that I have to take it up with the people who issue the checks. It's my belief that it is the banks responsibility to ensure that no ones check goes into another 's account without consent. Following this whomever owned account received my payments for the next 11 months. When I found out Mr XXXX and myself put in for an audit and this is where the information was revealed. In the attachment below you can see what I am talking about. Debt Management then said that I owe the VA {$6000.00} in order to reinstate my benefits. I can understand owing the government 6 months repayment at 30 % but to say that I owe XXXX is crazy especially when USAA allowed my monies to go into another 's account. Next Mr. XXXX and myself just stopped the payment period.
Now that I am released, I'm trying to get my benefits reinstated and rectified but it has been a fiasco. I contacted the bank who gave me no help whatsoever. I contacted the XXXX XXXX XXXX XXXX XXXX XXXX XXXX and they said that no students were there over the summer. I reached out to the IDVA ( Illinois Department XXXX XXXX XXXX ) and they connected me with affordable legal and finally that's how I got connected to you. I pray that you can help me in this situation and that it will all be over soon.
Thank you in advance for your time and consideration Sincerely, XXXX XXXX
|
| 03/24/2020 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
Servicemember |
|
Note : The initial questioning does not suit my scenario, therefore I place any answer to move forward. I would suggest other means of finding the issue of the complainant, such as a direct question.
To : Consumer Financial Protection Bureau XX/XX/XXXX From : XXXX XXXX XXXX To whom it may concern, I am making a complaint in reference to property claim dispute with USAA insurance. I have been working on this claim over a year. I first noticed the damage to the home in XX/XX/XXXX. I was in school in XXXX, Tennessee at the time.
One weekend I came home to check my mail and I had to immediately return school, because I was working as an XXXX in the mornings and attending school in the evening. I witnessed the wind blow my roof shingles up in the air like a sheet being tossed to and fro when one attempts to make their bed. It was raining at the time too. I did not have time to contact USAA and follow the complaint. I submitted the complaint when I finished school in XXXX. The actual date may be in XXXX or XXXX of XXXX.
I had considerable mail to police and work to do to put my house in order, literally. I have health issues that needed to be attended to and I was working with VA to get those taken care of. I had a XXXX XXXX ( XXXX XXXX ) and they are currently working to help with XXXX XXXX XXXX XXXX XXXX, so my ability to get around is severely hampered.
The issues with the claims are the inspector ( s ) will come out and inspect, but they do not report or even return calls to me once they have completed the report. We would have to review each inspector separately. The final inspector did make his report after my call to USAA. He admitted they will only do what the insurance company wants them to do, which is my word against his. In this final assessment by USAA and their subcontractor XXXX states the cost of repair is less than the deductible, but they never include the repair of the roof, which is estimated to be between three and five thousand dollars.
The damage they report is to the bathroom skylight, and the dining and living room water marks. The problem with this is water flows from the roof to those other areas, so if the roof is not repaired one would be wasting their time repairing the other areas. It is akin to placing a bandage on a gaping chest wound.
I would have to fill you in on the finer details as we go forward, because the details are considerable and extremely important.
Thank you for any assistance, Sincerely, XXXX XXXX
|
| 09/25/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
United Services Automobile Association ( USAA ) routinely reports information that should not be included in the XXXX XXXX XXXX XXXX ( XXXX ) report ( XXXX ) and the XXXX XXXX XXXX XXXX ( XXXX ) report ( XXXX ). Insurance is usually regulated by each state and I am a resident of the State of Texas where the statute specifically states : " Sec. 563.002. REPORTING TO CLAIMS DATABASE. An insurer or an insurer 's agent may not report to a claims database information regarding an inquiry by an insured regarding coverage provided under a personal automobile insurance policy or a residential property insurance policy unless and until the insured files a claim under the policy. '' I've requested copies of my reports from both companies and there are numerous entries where I made a routine inquiry about my policy, reported a non-damage incident ( not at fault ), and found a duplicate entry. I've contacted USAA to inquire about the report and request it be updated to reflect accurate information. Their representative did not know how to do that but did provide a detailed description of the entries I am disputing ( attached ).
I assert USAA is deliberately doing this to manage the different risk pools within their operating companies. Originally, USAA served military officers and the associated risk of that member population was relatively low. Over the years, USAA now allows membership based on military service and family relationships. Their risk level has risen to a level equal to other insurers. I have gotten several insurance quotes from other companies and they have consistently been above my current premium in the amount of {$1500.00} - {$2000.00} a year. This seems very high considering the number of actual claims I've had over the years. Other USAA members who are placed in a higher risk category and underwritten by a different operating company routinely report their premiums are being raised arbitrarily and they have gotten the same coverage elsewhere at a lower premium.
My assertion is that USAA deliberately places ALL information on the claims reports in order to keep low-risk members ( who won't be able to find a better premium elsewhere ) and force high-risk members away ( USAA raises their rates, but they find lower premiums elsewhere ).
I have detailed information for each claim I am disputing that I can provide.
Although this may not be a usual complaint regarding financial products, it is a " Consumer Report '' covered under the FCRA.
|
| 08/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I have banked with USAA for years and I was having issues with fraud charges recently on my checking account and I wanted to close because getting a new card was obviously not stopping the issues.
( I recently went to the local sheriffs department and filed a report in regards to suspicious and fraudulent issues-I will attach report proof ) I opened a second account and a bunch of very strange things happened on the original account that I was planning on closing. My bank account went from having thousands of dollars in it to be - {$950.00} negative. I basically stopped using that account until I would have time to call them and figure out what happened. I was missing {$1000.00} and it was saying I was {$1000.00} negative. And the math did not add up or show in the online statement what happened.
After speaking with USAA collections department they agreed there was something wrong and was told they were going to have the fraud department reach out to me however they never did. ( This was approx a week ago ) they closed my account yesterday and claimed it was a charge off account! the account balance was XXXX positive at the time because I just received 2 separate XXXX XXXX transactions and they put my account as into collections for {$940.00}!!
I spoke with the fraud department. They agreed that the math didnt add up and forwarded me to an executive management where she gave me proof that my account was XXXX positive status when closed. And that the USAA had a bank system update at the time of my accounts issues a month earlier-that caused this issue of my bank account balance to be incorrect. ( I should not be able to spend or transfer money if even XXXX dollar off. I have protection to make sure I do not overdraft. If I normally try to transfer or spend money my account will deny charge and say not enough funds ) We were also able to go through the statements and see that there was almost {$900.00} in fraud at the same time.
However the account is closed! Its also already in collections and there was nothing that she can do about that other than give me the proof to submit and Im not really sure how Im supposed to get that {$900.00} reimbursed to me! Or get this entire Account off my credit record and stop harming me. I was denied car loans because of this even though I have finances and credit this mistake ( equally usaa and fraud not due to any mistakes I made and I am tired of it effecting me after I worked so hard to build my credit!
|
| 05/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
When we were looking to start using credit cards to help build our credit we contacted USAA to see what options they had. The rep we spoke with told us our best option was their secured credit card. The benefit was after 2 years of payments we would be moved to an unsecured card and our deposit would be returned to us. We chose to do this since we really wanted to build credit. We had to call today to say we didn't want our deposit to roll into a CD and we wanted to withdraw it and to ask how the procedure was moving forward. ( Did we need new cards or anything else that we needed to do since our 2 years was up. ) The woman on the phone said we don't do secured cards anymore so you'll have to reapply ( dinging our credit again ) if we chose to withdraw our money. I asked her if she was really telling me that after we had done everything that was asked of us USAA was not going to follow thru on end of our contract. She put us on hold for quite awhile while she spoke with another department and came back. She had no explanation except that we had to reapply. I again asked the same question and she started beating around the bush so I stopped her and said it's a yes or no question and she no they would not be honoring the terms of the agreement. I advised that it would be in her best interest to get me a supervisor. Guess what, no supervisors were available and no one in ERT ( whatever that is ) was available either. She said she was putting in for an emergency call back from a supervisor. I said they will call today, correct? The CD will renew tomorrow and the decision has to be made today. She said she making it urgent. I again said they will call today correct. She said I am hanging up to get someone right now. It is now 2 hours later and no phone call and they are closed. No call. Not surprised. USAA has gone downhill since their new CEO has taken over. We are XXXX XXXX XXXX and can not go thru having our credit dinged more than it already is getting dinged right now by the federal government and banks to help out in the shut down. We chose USAA because of the program that they described to us and we did what was asked of us. They should be following thru and doing their part now that the 2 years are up. We have seen them break federal and state laws when it comes to insurance and have moved our insurance from them and now we see they think they are above the law in banking also. We hope that you will help us to let them know they are not.
|
| 11/06/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
I am a member of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am usually not afforded the ability to view a location prior to moving there, meet with landlords personally, or tour homes. Because of this, often times we have to view properties online through applications like XXXX.
On XX/XX/22, I found a home on XXXX for rent. I completed the application for the property that was said to be for rent by the owner. I confirmed the name of the owner listed on the site, matched the owner in the XXXX XXXXXXXX parcel record.
On XX/XX/22, I received an email and call from the owner letting me know that I had been selected for the property and if I wanted it, the next step would be to sign the lease and submit the deposit of {$1200.00} and the first months rent of {$1200.00}. The owner used XXXX, which I have used in the past and assumed it was a reliable service.
On XX/XX/22, I sent the first transaction to the " landlord '' via XXXX attached to my USAA app. USAA adds a transaction limit of {$1000.00} per 24 hour period, so I would have to make these payment in XXXX transactions. On XX/XX/22 I sent the next {$1000.00} and on XX/XX/22, I sent the final transaction of {$400.00}. Totally in {$2400.00}. My landlord said he only got 1/3 payments even though I received receipts from USAA. When I called USAA, they confirmed the money had left my account. The landlord sent me a screenshot of his XXXX transactions from his XXXX XXXX XXXX account, showing only one transaction. After a week, I asked the landlord if we could have a conference call with him and his bank, XXXX XXXX XXXXXXXX, so that I could hear directly from them that they had not received funds. At that point, he stopped answering my emails, texts, and phone calls. When I attempted to call him XX/XX/22, his phone was disconnected. It's evident I have been scammed.
That night, I called my XXXX to dispute the 3 charges. I received notification from them on XX/XX/22 that they were not returning the funds/the recipient 's bank would be responsible for this and were also not returning the funds. Essentially they were blaming me for the scam, which is extremely disheartening. I called XXXX and XXXX XXXX XXXX, they also were unwilling to do anything. Now I'm out {$2400.00} which is a significant amount of moving, especially before a move and the holidays. I'm extremely disappointed in USAA and really am considering taking my business elsewhere.
|
| 05/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
This is a very confusing story but, all in all, as you will see will be very obvious it is not my fault. My cellphone, USAA bank acct, XXXX, XXXX, and XXXX XXXX was hacked and all funds were emptied.
On Approx XX/XX/XXXX I went into a gas station ( pics included ) and paid using my XXXX phone with XXXX XXXX for the first time ever. I paid using my phone as my card was in my car and I was too lazy to go and grab it. So I sat at the self-checkout line with my things and set up the XXXX XXXX then tapped my phone and paid for my stuff. I never thought anything more into this until weeks later.
On XXXX XXXX is when the draining of the accounts started. The hacker emptied my USAA checking and savings then, my XXXX XXXX ( transferred the money into bitcoin then took it out ), and XXXX. And they were able to cash a FRAUDULENT check for XXXX in my name to some random person then they immediately took {$4500.00} out to someone I didn't know via XXXX XXXX. They did all of this XXXX night at XXXX or so EST and I did not notice until XXXX XXXX EST on XXXX day. USAA said to file a police report and then I can say there is fraud on my acct. I filed a police report days later approx XXXX XX/XX/XXXX with officer XXXX XXXX at XXXX XXXX county sheriff 's office regarding my phone, USAA bank acct, XXXX, XXXX, and XXXX XXXX being hacked. USAA said it was under investigation for over 90 days while my account was still in the negatives and they took XX/XX/XXXX and XXXX XXXX paychecks to cover the negative balance for my checking which at the time was {$4500.00}. Because the fraudulent check didn't go through and I 'owed ' them {$4500.00}. My taxes came in from the IRS and they took all of that as well. I owe USAA nothing now but, I never should have owed them from the beginning. I want my money back. My credit has gone down almost XXXX points because I wasn't able to pay bills. I had to take out an additional loan or two and the stress of not being able to find where my next meal for my family and I. {$4500.00} may not seem like a lot but, I don't have it like that. I am XXXX XXXX XXXX XXXX and it is a shame they do this to servicemembers and their families. I was forced to get another job to provide for my family and make ends meet.
I will attach screenshots from my cell phone regarding the messages that I have never seen or read but whomever has access to my device was able to reply or check them for me.
Remedial actions : New phone, SIM card, XXXX
|
| 10/12/2022 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my insurance with USAA was cancelled due to non-payment. This is a request of validation of debt and authenticated statement of account associated with USAA member no. XXXX. I have tried to resolve this issue multiple times with the Financial Institution. There is a claim of debt being owe to USAA when that is inaccurate reporting. As a Financial Institution, USAA is obligated to the Truth in Lending. Full disclosure was not given to the consumer that the original application of credit was payment for an open-end account. Every application is a letter of credit, as defined in UCC 5-104. A letter of credit is authenticated by signature. There is no payment required. I became a member with USAA in XXXX and I have made payments in good faith to ensure that the insurance policy would stay active. USAA never disclosed that it was a financial institution. USAA never disclosed the Truth in Lending Act. USAA has taken payments from the consumer and pursuant to 15 U.S.C. 1692 ( h ) I demand that all payments made to USAA be returned to the consumer IMMEDIATELY. USAA has used my social security number which is a credit card pursuant to 15 U.S.C. 1602 ( L ), and I have not received any benefits from the use of my credit card. USAA is acting as an unauthorized user ( 15 U.S.C. 1602 ( p ) ) of my account by utilizing my credit card and that is a criminal liability pursuant 15 U.S.C. 1611 for willful and knowingly committing fraud. This correspondence, administrative process, serves as Notice of Service to, USAA, and Notice of Intent to resolve this matter in a court of competent jurisdiction pursuant to 15 U.S. Code 1692 ( k ) if actions acceptable to the consumer, pursuant to law, do not occur within the allotted time. I, XXXX, XXXX, is a natural person, consumer pursuant to 15 U.S. Code 1692 ( a ) ( 3 ), and creditor pursuant to 15 U.S. Code 1692 ( a ) ( 4 ). I extended my credit to USAA, please show me a corrected copy of the 1099 that is to be filed by the Financial Institution quarterly. The statement of account should be an authenticated record from an accountant and not a billing statement. Being that credit is the only true monetary source of any transaction, there should be no billing statement whatsoever. Remittances are not being accepted by USAA. The APR is to be applied to the unpaid balance. USAA refuses to do so. I demand that my policy be reinstated, and I demand that payments made in good faith be returned IMMEDIATELY.
|
| 03/20/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
Hi, for the past 4 months I've been going back and forth the credit reporting agencies regarding these accounts in question and the reason for this is because I know that these accounts are being reported incorrectly. Under the Fair Credit Reporting Act ( 609 ) it is my right to challenge any account in my credit if I believe they are being reported inaccurate, unverifiable or incomplete. I believe they are and some of them have been corrected on some of the bureaus and some have not. I would like to make this complaint to show the level of urgency I have towards this matter. If you can please help I would really appreciate it. These accounts have to be deleted since they are holding my credit scores back and I'm looking to use my credit soon to make a major purchase. Thanks!
ACCOUNT NAME/ORIGINAL CREDITOR : XXXX XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE XXXX, REPORTING ON XXXX, XXXX AND XXXX.
ACCOUNT NAME : XXXX XXXX XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ONLY ON XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX XXXX XXXX XXXX., ACCT # : XXXX REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX/XXXX XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX. ACCOUNT NAME : XXXX, ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, ONLY REPORTING ON XXXX AND XXXX.. ACCOUNT NAME : USAA FEDERAL SAVINGS B, ACCT # : XXXX, REPORTING ON XXXX, XXXX AND XXXX REPORTING XXXX : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX ACCOUNT NAME : XXXX XXXX XXXX : ACCT # : XXXX, REPORTING DATE : XX/XX/XXXX, BALANCE : XXXX, REPORTING ON XXXX, XXXX AND XXXX.
FOR INQUIRIES, THE FOLLOWING ARE THE REMAINING INQ 'S WHICH ARE REALLY OBSTRUCTING ME : XXXX XXXX-DATE OF INQ : XX/XX/XXXX.
XXXX/XXXX- DATE OF INQ : XX/XX/XXXX XXXX XXXX-DATE OF INQ : XX/XX/XXXX.
XXXX XXXX XXXX- DATE OF INQ : XX/XX/XXXX.
XXXX- DATE OF INQ : XX/XX/XXXX.
|
| 03/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Servicemember |
|
Today was to be the closing date of our first ever refinance on our familys home. Your assigned Notary called my cellphone approximately XXXX XXXX. for an XXXX closing appointment, that we were grilled over about sanitizer blue ink pens and masks attendance signatures contact numbers etc.not a problem, we get it. We were asked several times to verify that my spouse and myself make arrangements to not miss this closing date via email no problem we get that too.
On said phone call, half hour before closing if we have the proper 50 page document for closing. First we have heard of this and the answer is no. My spouse advised her we have only received documents via email and a Disclosure via XXXX one for me one for my wife. We have responded accordingly same day to all subsequent emails even the duplicate emails to make this a smooth process all around.
The notary calls again half hours 45 minutes later we appreciate her keeping us in the loop and now its almost XXXX. She states she is finally able to access the appropriate documents and will be here in 20 minutes. Another hour passes we havent left our home havent ran our errands havent eaten lunch nothing because were waiting, our off days are the weekend and thats when we care for home errands etc. Your notary then calls our home one more time stating she is having difficulty accessing/printing and will try to schedule us with another individual for todays closing. Its almost XXXX XXXX and nothing has happened no contact whatsoever from anyone. It has us to the point of questioning accreditation and are we really closing on our refinance? Is this in fact a legitimate process?
I am requesting you all call us ASAP. This is very frustrating and unbelievable on the part of USAA as we have met all your requests demands, arrangements etc for both of us to be available. Signed everything we have received. We have been loyal members of USAA for many years. We have insurance, IRAs and some of our Banking with you even our children Bank with you. This behavior is unacceptable and something i never thought i would experience with USAA my family and myself have always spoken highly of USAA but to this there are no pleasant words, its poor customer service pertaining to my familys Dwelling, Mortgage and Home.
I know things happen but this refinance process has been the most difficult I have ever experienced. Please advise when we can reschedule closing at your earliest convenience.
|
| 01/18/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
On Saturday, XX/XX/2024, I received a notification on my phone saying that XXXX had had charged my credit card and they were not authorized to do so. I immediately contacted USAA Federal Savings Bank to report it and to file a dispute. I spoke to several representatives who assured me that the dispute was going to be submitted to the proper dept. The Dispute sat idle without anyone 's review for 3 days until I call on XX/XX/XXXX to follow up on it. That very same day I was told that it was not assigned to a Dept as of yet. I was then placed on hold for 10 min without anyone else coming back on the line to inform me of what the outcome of my request was. I spent 3 hours on the phone with no progress. Again, I was told that it was submitted and it actually was not. After asking to speak with a Supervisor, I was placed on another 7 min hold to then be told that they had to transfer me again after which the call was disconnected and I has to call back again and repeat myself all over again. After speaking with a Representative in the Member Resolution Team, she pretty much sounded like I was bothering her and didn't care to here my complaints about why my dispute is still still in queue. At this time, my Checking Account is in a negative status because of the current Dispute. On Tuesday, XX/XX/2024 I called back again to find out the status of the dispute because I still didn't see a response on the status. I was yelled at by one of the USAA Representatives who was very unprofessional and she too disconnected the phone during our conversation and me trying to get info as to what was going on with my account. On Thursday, XX/XX/2024, I woke up to overdraft fees in my checking account due to the dispute which cause my account to be overdrawn and they refused to remove the overdraft fee although they didn't notify me that Overdraft Fees were now back again because at one point they took it away and said they will no longer be charging members overdraft fees. So I called USAA again at XXXX EST again and spent 1 hour on the phone to find out about some merchant refunds that was being deposited into my account but I was not able to get any more because the money was all being eaten up because of the Account being in a negative status. I asked if I can get my refunds back and the Rep was rude and said not until the Dispute is completed. I was also told that someone would call me back after filing and no one has returned my call as promised.
|
| 06/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
USAA has a predatory policy of requiring accountholders to wait 24 hours after any transaction has posted to the checking account prior to closing the account. This policy generates fee income for the bank, harms consumers, and is not consistent with the policy of other large financial institutions. I can walk into any competitor 's banking center, bring the account to a {$0.00} balance, and close the account on demand. I have repeatedly contacted USAA to close my account since XX/XX/XXXX. I was told initially that the account could not be closed on XX/XX/XXXX because there is a 5 day required waiting period after any direct deposit posts to the account. Two NSF fees hit the account on XX/XX/XXXX and I transferred funds to bring the account to a XXXX balance. Stop payments were supposed to have been placed so that any retry would be denied. I requested to close account on XX/XX/XXXX and again on XX/XX/XXXX, both days the account had a XXXX balance. The representative again refused to close the account since " it has not been 24 hours since your deposit to bring the account to a XXXX balance has been made. '' I have spent hours on the phone with USAA customer service and spoke to a supervisor, XXXX, on XX/XX/XXXX. I expressed concern with the policy that harms consumers and continues to generate fees for the bank, and XXXX stated " there is not even a button that allows me to close the account. '' I offered to drive from XXXX to XXXX XXXX to close the account in person. Again, I was told you can't close the account in person either. XXXX said he could see a returned item coming through the account and would wait until the next morning to refund the NSF fee and call me by XXXX XXXX on XX/XX/XXXX to confirm that he had completed the transaction. He did not follow through, and I called again to speak to a manager on XX/XX/XXXX. I was promised that a " supervisor '' would call me back. No one has called. USAA has failed to act in good faith, and hides behind the veil of the call center - not allowing customers to contact managers/bank officers with any meaningful authority. USAA even sent their own payments back through the account a second time for an insurance policy that had been paid in full ( valuable personal property ). Stop payments are not honored and more fees are assessed. This type of behavior led to a class action settlement in XXXX. I have been a customer for 12 years with no problems and have a credit score of XXXX.
|
| 12/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
We received emails, letters, and phone calls. We were required to fill out actual papers to return in the mail and uploaded documents electronically. Unfortunately, our rep kept asking for information already submitted which lead to confusion if anything was really needed. We did finally figure out that our multiple year tax returns ( labeled as such ) was only for one year, which would not have been a problem to upload the correct documents as it was easily accessible. The main problem is that the rep advised my husband 's contract was a requirement. I spoke with the rep and rep 's supervisor advising that we are unable to get his contract as it was still being reviewed by their lawyers. As of date, we still have not received his contract. USAA would not give an extension on the dates as they stated the dates given were a state requirement. Please advise if this is accurate or not. We asked if there were alternatives, which we provided as requested contact information to verify employment over the phone also advising it was changing to a month to month contract, but this did not suffice. I want to see if this was handled correctly. I am upset that the process left us confused on something that should have been a simple enough process in saving us lots of money at a time that rates were at an all time low. Please note that a letter was sent with the date the material was due, however, it also stated required documents which were already uploaded. I took the whole document to be inaccurate, as I was told over the phone that a yes or no answer was needed to refinance or not by XX/XX/XXXX and close out with refinance where both signatures were needed by XX/XX/XXXX. The dates contradicted one another. Also, from a customer service point of view, the rep was passive aggressive in calling the night before deadline around XXXX - XXXX CST. I reached out to the supervisor due to above and being told to keep uploading documents already in the file without the rep looking at everything. This is when we figured out what was actually needed. USAA, in our eyes, had enough information to make a decision or could have suggested a better valid alternative. Last complaint is that I had to figure out where the savings were rather than USAA advising these tips and this is what the rep and supervisor do for a living versus 1st time refinancer ... or attempted refinancer. One of these savings has expired due to USAA being unable to render a decision.
|
| 01/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
|
|
USAA has failed to properly train and verify their agents ability to handle financial transactions Or any form of account management. I can directly prove that USAAs agents do not meet basic criteria required to be doing their jobs, resulting in severe financial issues as well as problems insuring vehicles.
I have been using USAAs banking for over a year in addition to having used their car insurance most of my life. Throughout my entire lifetime, USAA has failed to provide a single agent who is capable of understanding the USAA app, basic financial terminology/functions, or resolving any issue whatsoever. I can prove this through documentation.
As both a financial institution, and a car insurance provider, USAA is required to provide agents who are capable, properly trained, and properly certified, to be handing financial accounts and transactions. Every single interaction or issue I have had with USAA has caused me to have to email the CEO directly in order to get any basic form of customer service, from someone who is competent enough to understand basic English.
XXXX is advertised through various emails as belonging to the CEO. I have had numerous issues with this institution, and had to escalate all the way to emailing that address directly. Every time somebody calls, they identified himself as having worked in the CEOs office.
There are numerous emails and phone calls from me that will prove this, that I have emailed XXXX numerous times in order to resolve basic issues- Such as getting an agent who is competent at a basic level.
Because all of these interactions and issues have had to be referred to the CEOs office instead of customer support directly, repeatedly, USAA is in violation of federal law. USAA is not providing proper customer support to handle all of the financial accounts and transactions it needs to. My emails and correspondence With the CEOs address and the CEOs office will show that every issue I have had needed to be resolved by the CEOs office - Thus proving that customer support does not exist At the level USAA advertise it.
USAA will explain why they are failing to hire competent agents. They will also explain why they are forcing me to bypass customer service and take extra steps- Beyond what all the other customers have to do - in order to get basic financial service for my financial accounts. This is not the customer service that was portrayed and advertised to me through various means.
|
| 10/01/2019 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I received an approval from USAA for a Mortgage Loan on XX/XX/2019, in the amount of {$460000.00}.
I completed all Inspections that were informed to me by USAA that needed to be completed.
My date to close the loan was XX/XX/2019 ; however, I received a notice from XXXX with ( USAA ) that my closing date was changed to XX/XX/2019. On XX/XX/XXXX around XXXX XXXX, I received a call from my Loan Processor XXXX informing me that the loan could not be approved. I informed XXXX it's two days before closing and I have paid everything she informed me had to be paid. Im packed with people ready to move me what is going on she stated I did not make enough for the loan. I informed XXXX she did not just receive my documents why is she just informing me? Per XXXX shes sorry but thats all she could do.
I called back and asked for the President 's Office. The Secretary took my information in which I received a call back from Mrs. XXXX. I informed Mrs. XXXX of the problem as well as the amount of money I paid to make sure everything would be completed per USAA. I also informed Mrs. XXXX this is two days before my closing and I have given my notice to move out of my current residence. Mrs. XXXX apologizes and stated theres nothing that can be done. Mrs. XXXX stated XXXX was pretty new to USAA and Mrs. XXXX ( Loan Officer with USAA ) should have informed me. I informed Mrs. XXXX this is 28 days later and it's not my problem USAA did not inform me of my true approval amount. I also informed Mrs. XXXX USAA has me in a pretty bad state. I asked about the money which I had paid in which she informed me I will not receive any of my money back from USAA. I asked Mrs. XXXX to speak to someone higher in which she informed me theres no one else for me to speak with she is the last person.
Sir/Madam, Im writing this letter requesting help. I do understand every business has policies. But two days before a loan close and Ive been enter acting with USAA almost daily. Also, USAA told me to get things done and now refuse to return any of my money. Because USAA waited two days before closing I also lost my Earnest Money. I did not hold back on any documents that were needed for my loan I provided USAA with everything that was requested. I did not provide USAA with any false information and I completed every task in which I was informed had to be completed. I did not do anything negligent and shouldnt go to the loss of my money due to USAA negligent.
|
| 02/27/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Closing an account
- Fees charged for closing account
|
|
Web |
Servicemember |
|
I considered opening a CD with USAA ; as I was going through the process I started getting presented with numerous consent forms. I became uncomfortable with what I was being " required '' to consent to so I decided to cancel the process. None of the consent forms appeared to provide an option to cancel so I navigated back to my account summary page. When it loaded, I noticed USAA had already withdrawn the funds for the CD from my account. I immediately contacted USAA customer service and explained the situation. I was told I needed to call back in seven days because my funds were locked and there was nothing that could be done. The following day I received a notice from USAA that I needed to sign additional forms and return them, and until I do so, any interest on my account would be directed to the IRS. This is directly from the noticed I received : " Your new Certificate of Deposit, or CD, account has been placed in backup withholding until we receive a signed Tax Certification W-9 Form. When placed in backup withholding, the IRS requires us to send them the applicable percentage of interest, rewards and incentives earned on all your accounts. '' A CD account should not be created, nor funds transferred from a customer account until all required forms have been received. Receiving an email stating I needed to submit forms indicated I didn't complete the process and the funds should have never been transferred.
Today, XX/XX/2023, I contacted USAA as instructed to request the funds be returned. I again explained the situation and was told that the " agreement '' to open the account had already been signed and submitted so there was nothing they could do without me paying penalties to transfer the funds back. I was told to do so would violate Federal law. I explained that I had been presented with a series of consent agreements which I didn't complete so the funds should have never been transferred until I agreed to all consent forms. I was told that once I navigated into the series of consent agreements, I had already " agreed '' to open the CD account, despite not consenting to all of the agreements. The workflow process of the website is very deceptive and misleads the customer because funds should have never been transferred until all consent agreements have been agreed to by the customer. It seems as though the website workflow process has been intentionally designed to commit customer funds in a misleading manner.
|
| 06/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I checked my checking account balance via ATM in XXXX XXXX Louisiana as I was planning to make a purchase and noticed that my account balance was off by {$8600.00}. I immediately called USAA to report fraud on my account and come to find out I was actually negative {$17000.00}. I was under the impression that this account would be closed due to the recent fraud activities and I assumed no other transactions would be allowed. On XX/XX/XXXX my military paycheck was accepted into this same " closed '' account in which I argued with a CSR via phone but it was never refunded as USAA claimed that I was responsible for the fraud. At this point, I let it go and open another account with a different bank thinking this will eventually be resolved and I'll be refunded at least my last paycheck and they will check camera 's etc and see I was in another state and it was not me. Time goes on, I let it go until XX/XX/XXXX when I received a letter from the IRS stating I failed to claim the discharged debt of $ XXXX as income and therefore I now owe the IRS XXXX XXXX. What? I call the IRS to dispute and this is when I was told that USAA discharged $ XXXX and I was responsible for the taxes. A second letter was sent from the IRS demanding payment immediately and this prompted me to call USAA and ask specific questions regarding the fraud investigation. I spoke to a banking CSR named XXXX on XX/XX/XXXX. She was very helpful and answered a lot of questions as to the dates and amounts of the checks, the name of the account holder of the checks and she stated that she was looking at a copy of the checks as we were speaking. XXXX also mentioned that someone had called prior to XX/XX/XXXX and requested a withdrawal limit increase. I requested that a copy of the fraud investigation be sent out ASAP so I could forward this along to the IRS but I never received it ( XXXX stated it would be 2-5 business days ).
USAA told me they sent a card to XXXX where the fraud was located. It so also happens to be the location of a USAA bank. USAA also concludes this investigation in less than 2 weeks. There are numerous complaints by numerous people claiming the same things happening to them. USAA sends me a letter stating that they failed to investigate fraud. But then simultaneously claim they actually investigated this claim. But somehow I was simultaneously in XXXX where the fraud took place and the fraud division is located.
|
| 10/01/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
Servicemember |
|
This is affidavit of the truth. My XXXX XXXX XXXX truck was illegally reposed XXXX/XXXX/XXXX from XXXX XXXX XXXX out of XXXX Alabama. This was my deceased husband truck who passed away XXXX/XXXX/XXXX. My XXXX year old daughter inherited my deceased husbands truck when he passed away. In XXXX I received the title and XXXX letters from USAA that truck was paid in full. USAA claims they have no documents on the truck and I have no contract it is a done deal. They stated I have to talk to XXXX and XXXX. They also stated I have a contract with these companies. I have asked for proof and sent XXXX certified and also a XXXX page fax. As of today XXXX/XXXX/XXXX no debt has been proven to me. My vehicle has been stolen from me and I do plan to go forward and sue and what I have learned XXXX companies are involved with this criminal matter. XXXX from XXXX stated they are going to auction my XXXX XXXX XXXX my property who I have the certificate of title and XXXX letters from the bank. This has done an emotional number on myself and my XXXX daughters. I do hope you look in to this and demand the auction to be stopped and my stolen property to be returned ASAP! I have also put a lien on this vehicle as I am the true and only owner. I have also been to the Probate office and they also stated I was the true and only owner per XXXX XXXX. It was also brought to my attention the title was transferred in to my name XXXX XXXX. I find this odd as I had this done when my husband passed away XXXX/XXXX/XXXX he was a veteran served his country and this is the thanks his family receives. I want my stolen property returned tomorrow. I also do n't recall giving permission to these copies to trademark my name or copyright. Please take care of My XXXX XXXX XXXX asap. If Securitisation is illegal under US legislation - primarily because it is fraudulent and causes specific violations of R.I.C.O., usury, Antitrust and bankruptcy laws. And it flies in the face of public policy in numerous ways, as is expounded in extensive detail in an analysis to be published in our journal Economic Intelligence Review XXXX ( XXXX ) with several pages of book, article and case references.
To begin with, securitisation violates US State usury legislation. Secondly, all 'true-sale ', 'disguised loan ' as well as 'assignment ' securitisations are essentially tax evasion schemes, and the penalties for tax evasion in the United States are excessively severe.
|
| 02/20/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
On XX/XX/2022 I was searching for a specific firearm to use while Deer hunting in Ohio. The XXXX XXXX XXXX series was difficult to find but one website XXXX XXXX XXXX XXXX XXXX had them in stock. The website seemed legit, and I excitedly checked out on the website but noticed something curious upon checking out. The website only accepted XXXX or Bitcoin for checkout and instructions would be sent via email after purchase. The bitcoin was a red flag, but USAA ( my personal bank ) uses XXXX, so it seemed like a trustworthy payment method similar to XXXX that would protect me in case of fraud or a scam. After receiving an email about the checkout process ( see attachment ) I was informed payment would be sent to XXXX. This also sent up some red flags as the email did not seem like an official store XXXX account, but I ahve previously purchased a firearm from XXXX and the sales associate from XXXX has a similar setup regarding payment ( except it was XXXX, not XXXX XXXX. I proceeded to send the money ( {$1000.00} ) from my USAA checking account to the email via XXXX on XX/XX/2022 ( see attachment ) to purchase the firearm. I received an immediate response that the order would process and I would receive shipping information word shortly. After not receiving any follow-on word about the order, I did a quick search and found out that it is a scam website and my initial instincts were correct. I wasn't concerned because if XXXX was anything like XXXX they would refund my money and help prevent others from getting scammed. Sadly, my complaint to XXXX went nowhere ( see attachment ). They informed me that the recipient 's bank refused to help and refund the money back to my account ( no surprise there ). USAA was also informed and their investigation also found similar results with the recipient refusing to refund my money ( see attachment ). I am furious that USAA uses a service like XXXX and it has literally become a pipeline for scammers to sucker people out of money who believe it to be a trustworthy app like paypal or a normal credit card that protects customers from scams. I am also extremely dissatisfied with both company 's handling of the situation and how little help I received with the investigation of this scam and receiving my money back. I will continue to fight this until my money is refunded and that website is no longer online so others do not have to suffer this loss. Please help me with my cause.
|
| 04/25/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Since the opening of our USAA account, they have continuously posted transactions accordingly to the account. The account would reflect the transactions within the business day, displaying the proper available balance. Then, our transactions would disappear for a whole business day, reflecting that amount of money back into our account. We would then spend the money USAA told us was available. The next day the previous transactions appear along with our new transactions, reflecting a now overdrafted balance. I believe they use a computer algorithm to do this on purpose to those with continuously low account balances in the hopes of charging us overdraft fees.
For example, recently on the XXXX of XXXX, we made XXXX separate purchases of {$14.00} to the XXXX XXXX XXXX via XXXX and the official website. These transactions posted to the account and reflected in our available balance on that day. Yesterday, ( XX/XX/2019, a whole week after the payment posted ) I checked my account balance and saw I had {$30.00} available. I looked through my purchases thinking there might be some mistake, but didn't see anything amiss ( though thinking back, I didn't see those XXXX specific purchases listed. ) I spent the {$30.00} yesterday. Today, I awoke to see that my balance is overdrafted and suddenly the XXXX purchases are listed as having been Authorized and Posted yesterday, XX/XX/2019! Yet I have been using my subscription this whole time and was never made aware of any problem with my transaction.
This is predatory banking practice and highly unprofessional! We entrust our money to a bank with the expectation that our transactions go through in a timely manner and that our accounts are balanced properly. In having a Visa Debit card with USAA, it is inherently understood that I should not need to balance my own account with pen and paper as I would have to with a check. I will not pay another overdraft fee because of their mismanagement of my account and I expect that they be the ones who are fined accordingly for preying on low income families ( and MILITARY FAMILIES at that! ) Yes, in some degree this is my fault for trusting the available balance listed and not expecting to be yet again cheated by their predatory algorithm. One should be conscious of how much money they have to spend regardless of what their bank tells them. It seems almost too absurd that a bank would do this to a customer and yet, here it is!
|
| 10/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
My wife and I had a joint checking account with USAA. Both my wife and I applied separately and independently for a USAA credit card. I was denied but my wife was approved and added me after the account was already in place as an authorized user. The bank instead put me down as a joint account holder. In XXXX, USAA closed our joint checking account without notice or explanation after being a customer for over five years. Because of the checking account closure, access to the online portal for the credit card as well as access to the online portal for my truck loan was removed. There was no way to see any information for any of my USAA accounts. As a result, all deposits and automatic payments for my credit card could not process through my checking account. USAA was aware I had no access to any of my accounts. In the meantime, my stimulus check was deposited into USAA and they took money from the check to cover a overdraft and mailed me the remaining balance. Approximately two weeks later, the check was received by me, which I had no way to cash since they closed my account and I had to open a new checking account elsewhere. As a result, USAA reported a missed payment on my credit for the month of XXXX. The missed payment was caused by USAA due to their removing my account access to pay the bill. I still can not access my truck loan online and USAA will not restore access for me to view my loan. Due to no notice from USAA that they intended to close my account and by removing my online access, they effectively caused the missed payment for XXXX and negatively reported it on my credit. There was ample notice and communication with USAA during this time frame and attempts to regain online banking to pay all bills prior to the credit card account ever being late. I promptly paid off the credit card approximately 2 weeks later when I received the close out check sent from USAA from my stimulus payment which was in XXXX and closed the credit card account immediately. Because I was only to be an authorized user, closing the account should have removed the credit card fully from my credit report but, because they listed me as a joint account holder, I now have a closed account with a missed payment for XXXX reporting on my credit. The missed payment for the credit card was a direct result of USAAs action in closing my account and removing all access to their online payments which caused the payment to be late.
|
| 01/22/2018 |
Yes |
|
|
|
Web |
Servicemember |
|
In the last 60 days, I attempted to acquire a XXXX home loan from USAA.
During the initial process I was asked to lock in a rate. What was not mentioned was that there is a penalty if not closed by the time the lock expires. This was not mentioned until after the rate was locked in and closing was approaching. I was offered the opportunity to buy my way into a better rate. A common practice these days that would be called bribery in any other dealings. The problem here was that the amount of bribe money ( points ) was not comparable to the amount of savings over the course of the loan.
All documents requested were provided promptly and within the closing window. What would have been helpful is if the list of necessary documents and explanations were available up front. Once their list of demands from the underwriters was satisfied a new list of demands would come up. This happened several times and led to not making the closing date. One particular item of contention was the underwriter 's inability to comprehend investment withdrawal documents that spelled out money transfers and deposits. You would think this sort of thing would be easy for people that are required to track money all day every day. There are many things that USAA does well, mortgage underwriting is not one of them.
No matter how all the process went there was always someone with their hand out wanting more money to make this loan happen. From paying for a better rate to paying for rate lock in that was exceeded because of them to paying to get a rate after being convinced to withdraw one application and start another in order to save money, just to have them try to take it back out of my pocket. There was an offer for zero origination fees that came up and would save me over {$1000.00}. What came up after the fact was the detail that it would cost me nearly that much or another 30 days waiting to get an interest rate.
Every part of this process and any time I have dealt with home buying at all there is no end to the crooked money grubbing garbage that is passed off as legal process.
Something needs to be done about the unending chain of paperwork and underhanded misdealing that these banks and financial institutions are using to get one over on XXXX and XXXX XXXX.
The bottom line of this whole thing is that I would have paid this loan completely and timely. These buffoons simply screwed themselves out of all that interest money.
|
| 08/26/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2020 I made a purchase on the internet for a game console. The shipping was never confirmed through email so I reached out to the seller. With no reply from the seller I called USAA ( our personal bank ) to resolve the issue. The representatives encouraged me to file a dispute that would stop any further transactions and refund my money back. The representative for USAA said they would do a investigation and I would be contacted for evidence. Days later I get a phone call from the claims department of USAA requesting evidence. During this time frame I had received said package and it did not fit the description of what I ordered. I took pictures of the contents of the package for further evidence. USAA told me to send the package back to the seller and show proof. Once I mailed the package back and submitted all the evidence I was contacted again by USAAs dispute department after calling leaving a message for them to contact me. This phone call I was told I would need a second opinion letter in order to even submit my claim. The second opinion letter was to determine if what I received on the package matched the description. The evidence I had already submitted prior clearly showed this was NOT what I had ordered. I reached out to two different businesses for the second opinion letter both of which told me it was ridiculous that a bank would make this kind of requirement with submitted evidence I had already given. Neither business wanted to involve themselves with the bank due to not wanting to have legal issues. I contacted USAAs claims department back again to explain the requirement for the letter was not necessary due to already submitting the previous evidence pertaining to the case and no business would write the letter and get involved in a potential lawsuit. USAAs dispute team representative then told me the letter was not even going to be looked at it was just required. If the letter they are requiring is not even going to be read in the investigation then why is it being required to finish the investigation?! I have called USAA, reached out to them on XXXX and social media to expressed my frustration to them with no avail. The steps to protect your financial assets are just not there. This is a financial institution who thousands of our current soldiers and veterans look to for financial protection. Very disappointed to know USAA does not have Americas heroes best interest at heart.
|
| 02/19/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
XXXX : XXXX was looking for a small loan in the amount of {$2500.00} to help my children and I until I receive my taxes I entered my information such as name, dob , address, and loan amount in a few lending websites which of course directed me to third party sites. A few numbers started calling me about being approved and texting my number. One particular company who disclosed them selves as XXXX XXXX located in XXXX, IL continuously called and texted my phone XX/XX/XXXX from XXXX stated the loan amount would be $ 2000 monthly payments would be {$100.00} initially did not talk to them anymore until XXXX XXXX kept calling me on XX/XX/XXXX. I text the number back because I had multiple missed calls from them that number was from XXXX XXXX XXXX stating he was reaching me about my requested loan amount I told him I was at work and would call him back. After picking up my son from daycare I proceeded to call XXXX XXXX we discussed the loan options {$2000.00} or {$6000.00} he stated both repayment plans would be {$100.00} taking out the XXXX of each month had me verify my info and gave me a loan number XXXX, his name and contact info he said his account manager would contact me and please dont miss the phone call. The account manager called from XXXX as XXXX he asked me to verify my info and read out my loan number explained to me that my payments would be {$100.00} a month coming out on the $ XXXX of each month he then sent my a website to put in my bank account information from there he kept saying I have to XXXX the tic myself to make sure it was not fraud he would deposit a check in my account and I would return the funds so they could know it was my and Im not a scammer, he had me do this several times from cash app, but on and gift card as I grew more suspicious I asked him he stated they were private company and if anything happen they would pay all fraud charges to my bank. It was too late on my end I contacted my bank USAA telling them I have been possibly a victim bank fraud, but the decision was already made to close my account I have been a member of USSA bank account for many years and have never had anything like this happen to me I asked what could actually protect me there wasnt much solution. This company in fact called me back this past Tuesday XX/XX/XXXX for what reason I do not know the damage has been I have kids to feed and this has left my with NOTHING, behind on bills and etc
|
| 11/14/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
This dispute pertains to a Credit Card with the USAA Bank Dispute For Credit Card Ending In XXXX USAA Dispute Case # : XXXX Credit Card # Ending In : XXXX Merchant Name : XXXX XXXX XXXX Transaction Date : XX/XX/2018 Transaction amount : {$140.00} Disputed Amount : {$140.00} To whom it may concern : On the morning of XX/XX/2018 I was in XXXX, XXXX and I made reservations via telephone with XXXX XXXX XXXX to have a car reserved in the city of XXXX, XXXX where I was going to fly to later that morning.
The reservation was made and upon arrival at the XXXX XXXX XXXX XXXX in XXXX XXXX the car was waiting for me at their XXXX office. I paid {$130.00} USD ( {$390000.00} XXXX Pesos ).
Later in the evening while dining at a restaurant I checked my USAA application on my cell phone and saw in addition to the legitimate charge from XXXX another charge for {$140.00} from a merchant called XXXX XXXX XXXX.
I have NO IDEA who XXXX XXXX XXXX is as I never contacted or dealt with any merchant other than XXXX.
I immediately called USAA 's international number and reported this charge to initiate a dispute.
I did NOT on that day or any day before or after deal with XXXX XXXX XXXX. I have no idea who they are or where the charge came from. I suspected at first that perhaps one of the XXXX workers at the XXXX XXXX was trying to possibly scam me since they were the only ones who had processed my credit card and BOTH charges appeared at the same time on the same day for the same type of service : A car rental.
I do have the receipt from XXXX and have included a photocopy. The amount is in XXXX Pesos but a currency converter will show the US dollar amount.
XXXX XXXX XXXX has NO locations in XXXX, as proven by looking at their list of locations on their website, the URL is provided here : XXXX XXXX XXXX Also, NO ONE will rent something as valuable as a car without having the renter fill out and sign multiple sheets of paperwork, therefore WHY DIDN'T USAA REQUEST SUCH DOCUMENTS FROM XXXX XXXX XXXX, the absence of which would have proven that I never dealt with them and that the charge is false??
I have proven with the XXXX receipt that I was physically in XXXX where I rented a car from XXXX and with the above link I have proven that XXXX XXXX XXXX does not even have locations in XXXX, yet they falsely charged me for a rental on the very same day I rented a car from XXXX in XXXX.
Sincerely, XXXX XXXX XXXX
|
| 08/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
This is a followup to the response sent by USAA regarding a complaint filed on XX/XX/XXXX. USAA closed an account for the detection of business transactions on a personal account, and while it is not humanly possible to disprove a negative please follow the following logic : This is a personal account that has received XXXX XXXX and XXXX payments and subsequently a XXXX XXXX XXXX payment from the same party. The final dissolution of marriage agreement from XXXX of 2019 specifically designates equestrian expenses for two XXXX children as an upward deviation in the amount of {$5000.00} per month. This is a clear and specific court recorded use of personal funds from a personal account. The life insurance policy was a payment covering the alimony and the child support. It would follow that these are personal expenses for the minor children, pertaining to properties, activities, and expenses of a personal nature. USAA additionally insured the personally owned truck and XXXX horse trailers.
While we do maintain a business account with the appropriate XXXXIN number for training and sales of XXXX all expenses relate to the personal farm, vehicles, and horses related to and belonging to the XXXX minor children and former spouse designated in the dissolution of marriage, and the alimony protected by life insurance.
USAA gave no opportunity to address these issues, and never communicated at any point in their investigation what transactions they were claiming to be business expenses, hence the new complaint. Prior to the CFPB sending notice that USAA had responded to the complaint, there was no opportunity to answer any of the allegations. I would be happy to provide a copy of the dissolution of marriage and the line item regarding personal expenses for two XXXX, and proof of personal ownership of said horses, assets, and farms.
As stated in the original complaint, he closed account was also the account that received the children 's Social Security Survivors Benefits, and the account that pays the mortgage and insurance on the farm that is currently in probate, personal processes that caused extreme duress and trauma to put into place, compounded by having to navigate those processes again. Most of the accounts have been moved to another bank, on principle USAA should reimburse the fees involved, and rectify problems with credit reporting issues that will no doubt arise from this closure.
|
| 04/20/2017 |
Yes |
- Bank account or service
- Savings account
|
- Account opening, closing, or management
|
|
Web |
|
|
I endured multiple issues with USAA over the p ast year that, in my opinion, appear to demonstrate a pattern of very concerning behavior. In XXXX , the bank sent an unauthorized payment from my checking account to a recipient I deleted from my account. After months of awaiting resolution, USAA told me that they would not take any action. I decided at this point that I would remove all of my business from USAA and the representative told me " good luck ''.
I then worked to close my credit card with USAA. After being transferred a dozen times to various representatives, the bank eventually agreed to close my credit card and confirmed that they would no longer use it for their internal automatic payments. Needless to say, they billed it anyway and then told me they could not close it. This took another series of steps to close the account. It still appears open on my login screen with an expiration date of XX/2017 . USAA al so signed me up for all of their credit card marketing and told me that I had to call a specific person to opt out. I attempted to close m y USAA Savings acc ount today. There is no online option, so I went to the chat service. Afte r 10 minutes, they told me I could only close by calling in. I called in and the first representative said aft er 10 mi nutes that she could not close the account and that I would need to call back. I asked to speak to someone else. They transferred me and another representative said she could not close my account, but might be able to tomorrow. I asked for a supervisor. She then told me that she could close my account tomorrow, if I called back. I asked her to just close it, and she told me she would not. For additional historical issues with the bank, I had two instances where errors from USAA mortgage services caused financial loss to me that I had to work to recoup. The first, I caught during the mortgage process and spent hours reconciling. The second was caught by an audit and resulted in payment sent to me years later.
At this point, I can no longer assume positive intent with the USAA team. I feel abused and they are attempting to force me to keep accounts open with them as I close them. I would like to file a complaint accordingly. I seek to have my savings account closed, my credit card confirmed closed, and whatever your team deems appropriate regarding my other experiences. Thank you in advance for your assistance.
|
| 08/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2022 I reported fraud on my banking accounts to USAA. They determined that I had had an account takeover which affected at least three checking accounts. I went through each account with the representative to identify the fraudulent activity which totaled over {$10000.00}. The representative said they were sending it to the fraud department and advised us to change all account usernames, passwords, and security questions, which we did.
On the XXXX of XXXX I called to get an update. I had seen no correction in the accounts and had not been contacted. All the accounts were still locked. The representative found that nothing had been started but they werent sure why. They sent an inquiry to the fraud department and said it would take 3 days to get a response.
About 4 days later I called again. This representative didnt see that anything had been done yet and sent another request for status and action to the fraud department.
I waited another week and called again. The representative sought input from their supervisor but couldnt get any further status.
Finally, on XX/XX/XXXX a representative called and said they were working on the accounts and would remove the fraudulent charges. It is now the XXXX of XXXX, over 5 weeks after I reported the issue and the accounts are still locked and the charges are still in place.
During this time, I have accrued charges from other institutions because they couldnt process bill payments. I havent been able to access my paychecks which have been deposited and the checking department from USAA called trying g to collect the {$10000.00} from the bad check from me despite the accounts being locked and flagged for fraud/account takeover.
The time to resolve the issue has been unacceptably long and I have been unable to get any status or explanation no matter how many times I call. XXXX lack of action is now risking my credit score because I cant access my money to pay bills on time. I find the entire experience completely unacceptable. After 20 years with the same bank I now believe they have serious security issues that they are over their head with but that they are trying to hide it from their customers. I want this issue resolved now so I can secure my money with a trustworthy institution and avoid further financial damage to myself caused by USAAs inability to handle account intrusions and restore accounts after hacking and fraud.
|
| 01/28/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
XX/XX/XXXX I reported unauthorized charges of {$470.00} No Ajustment Purchases/Temporary Credits ever applied No Permanet Credits from USAA ( see XX/XX/XXXX statement ) ARE THESE FALSE STATEMENTS? OR IS LETTER OF XX/XX/XXXX FALSE STATEMENTS ( * BOTH CAN NOT BE CORRECT ) Other Credits were from merchants for {$340.00} XX/XX/XXXX Returned Items refunded by merchants days after purchase was made These appear a new charge. a second time XX/XX/XXXX I reported the XXXX new purchase charges XX/XX/XXXX unauthorized There are NO USAA {$470.00} CREDITS in XX/XX/XXXX ( see statement ) or any months following Kindly Note the XX/XX/XXXX Credit Card Fraud Claim date XX/XX/XXXX {$470.00} USAA says the CREDITS WERE APPLIED AT BEGINNING OF FRAUD INVESTIGATION. which is XX/XX/XXXX Why are there No USAA Adjustment Purchases/temp credits or USAA permanet Credits XX/XX/XXXX or XXXX XXXX? No Temporary ones or permanet XXXX, XXXX none yet XX/XX/XXXX I reported unauthorized charges XX/XX/XXXX of {$810.00} ALL XX/XX/XXXX CHARGES APPEARRED FOR THE SECOND TIME even returned items Kindly Note Fraud Reported XX/XX/XXXX NO RESOLVE. ( USAA letter dated XX/XX/XXXX TOOK 2 years TO INVESTIGATE FRAUD and Investigation not in my favor. XX/XX/XXXX all fraud charges are credit reversals when no credit given WHY DID IT TAKE USAA A YEAR TO BE AWARE OF FRAUD? WHY HAS IT NOT BEEN RESOLVED YET? after 2 years why put back on card as new purchases Please explain in detail paperwork How USAA temporary vs permanet credits policy works on statements HOW IS MEMBER ABLE TO VIEW ( ON STATEMENTS ) what temporary credits have been made permanet Please also explain ADJUSTMENT PURCHASES when do they actually apply to my account to be able to decide there are in fact TWO CREDITS APPLIED TO BALANCE to allow all the credit reversals. If temporary credits do not apply then THERE WERE NO TWO CREDITS ONLY ONE CREDIT PER PURCHASE XX/XX/XXXX There are {$2600.00} Other Credits ONLY {$910.00} APPLIED STATEMENT XX/XX/XXXX STATES TOTAL CREDITS APPLIED {$910.00} USAA EXPECTS ME TO BELIEVE ALL {$2.00}, XXXX CREDITS APPLIED AGAINST BALANCE I SAY SHOW ME MATHMATICALLY WHEN EACH WAS APPLIED OFF MY BALANCE ALL OF THE USAA CREDITS TURN INTO NEW CHARGES THE ( VERY SAME DAY OF CREDIT ) YOU CAN NOT TAKE BACK WHAT WAS NOT APPILED GIVEN OFF BALANCE OR IS STATEMENT XX/XX/XXXX FALSE IN SAYING TOTAL CREDITS THIS PERIOD {$910.00} DOES TOTAL MEAN TOTAL? Or What?????
|
| 12/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Around XX/XX/2018 checks were deposited into my account using an atm and that multiple transfers were the made out of my account totaling up to {$3000.00} but they did not come from me. The bank did not even notify me that they were putting a freez on my account yet along starting and investigation. I didnt find this out until I tried to log onto my mobile app and could not so I had to call them. When I called they told me thats when they told me about the checks I told them ok well they did not come from me.usaa then said they were doing an investigation and that it would take four to five business days and would be in contact with me. Two weeks went by and I still didnt hear anything. When I called back I got the run around and nobody could give me an answer on what was going on with the investigation it was also at this time that I found out they were closing my account. The XX/XX/XXXX rolls around and Im expecting this to be handled ... no Usaa then takes my retirement pay ( my only source of income ) saying that the I owed then for the bad check, mind you they still have not given me any information on whats going on with the fraud investigation. By this time no one has giving me any information and I was told that their fraud department would get in contact with me with in 3 to 5 business days and yet again I hear nothing. Today XX/XX/2018 I called them because my deposit was not made into my new account. The deposit was made into this same account that they said they were closing.usaa then says they took the rest of the money owed to them and that there were remaining funds in my account but I dont have access to it and they would have to get approve to release it to me. Once I go off one the rep about that on top of the fraud investigation I was transferred to a supervisor who then looks into it. Im then told that the investigation was completed and that they found me responsible. I ask how am I responsible when these transactions one were not authorized by me and two were in a complete different town than where I live. I was then told well thats what our investigation decided and that I should call back Monday to check the status of if I still owe them money. This is the second time this year there has been fraud on my account with them. You would think after banking with them for more than 6 years they would be a little more helpful instead of putting me in a bad situation.
|
| 02/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2023, I deposited a check for {$300.00} into my USAA account via the mobile app. It stated when I did the deposit that the check was going to be placed on hold. None of the funds were made available. I contacted a representative about the check hold later on in the day of the XXXX. She stated that the deposit had to be at least XXXX hours before and to contact them again the next day about getting the hold released or partially released.
So on the XXXX I contacted USAA. Was told by the representative that the check was placed on an exception hold and that they wouldn't release any of the funds due to charge off accounts with the bank. I have previous employment history with banking operations and I informed her that XXXX XXXX from my understanding stated that an exception hold can only be used if the account has been repeatedly overdrawn ( which mine hasn't ), it's a new account ( which mine isn't ) or I have had other items previously return on my account ( again hasn't happened. ) She then told me that they can hold checks because of old charge off accounts and she has seen them do it since she began working there. However when I inquired about the supposed charge off accounts, she stated she couldn't give me any information and that I had to call another department.
Then on the XXXX, I noticed the check I deposited had actually cleared my other bank, so I reached out to a representative again. I inquired about if the funds could be released since the other account showed the check already paid. And if I could send proof of that, could they release the hold. The gentleman told me that the funds weren't going to be released and that my check was put on hold due to previous charge off accounts. He told me the last XXXX of the account numbers but couldn't give me any more information.
I looked up the banking disclosures for USAA. It states the reasons why they can place exception holds on checks. None of which apply to me. So they didn't abide by the XXXX XXXX policy and withheld funds from me that should have been made available. Even if part of the deposit was made available, I wouldn't have an issue. Not only have they failed at treating me like a customer that matters but they have also gone against a federal mandated regulation. If they can say they are using previous accounts as the reason for the exception hold then that needs to be stated in their disclosures.
|
| 12/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
THIS COMPLAINT IS AN ADDENDUM TO CASES XXXX, XXXX. ON FRIDAY XX/XX/XXXX I WAS CONTACTED BY " XXXX '' FROM THE CEO OFFICE FROM USAA ; HER EXTENSION LINE IS XXXX. DURING THIS PHONE CONVERSATION THIS REPRESENTATIVE CONTESTED THE COMMENTS FROM EXPERIAN WHICH INFORMED ME THAT USAA WAS REPORTING MY ALLEGED CREDIT CARD CHRAGE WAS BEING REPORT AS " 51 CHARGE-OFFS ''. THIS CONSUMER HAS NEVER HAD 51 ACCOUNTS WITH USAA. AS THE PHONE CALL PROGRESSED " DIA '' STATED THAT DURING XXXX THERE WAS A USAA POLICY WHICH IF A DEBT WAS OWED TO THE CREDIT UNION ( CU ), THE CU WOULD CUT ACCESS TO ALL ONLINE ACCESS TO ANY ACCOUNT. INXX/XX/XXXX, I WAS RE-STATIONED IN XXXX AS I LEFT XXXX. THIS CONCEDED THE FACT THAT USAA WAS SENDING STATEMENTS PERTAINING TO THE INCORRECT ADDRESS AND I HAD NO RECOURSE IN CORRECTING THE ISSUE AS MY ACCESS TO MY ACCOUNTS WERE RESTRICTED BY THE POLICY THAT HAD IN AFFECT AT THE TIME INXX/XX/XXXX. XXXX INFORMED ME THAT SUCH POLICY HAS BEEN TERMINATED. IN XX/XX/XXXX, USAA SENT ME A CHECK FOR {$200.00} FOR A REFUND FOR FRAUDULENT BANK CHARGES ASSESSED TO MY ACCOUNT WHICH CAUSED MY ACCESS TO BE RESTRICTED. THIS DISCLOSURE CONTRADICTS THE EXPLANATION PROVIDED BY USAA TO CFPB ON XX/XX/XXXX CASE # XXXX. " BETWEEN XX/XX/XXXX AND XX/XX/XXXX NO CREDIT CARD PAYMENTS WERE RECEIVED. ON XX/XX/XXXX THE ACCOUNT WAS PERMENANTLY CLOSED, AS IT HAD REMAINED PAST DUE FOR 90 DAYS. DURING THIS TIME, USAA MEMBER DEBT SOLUTIONS BEGAN MAKING OUTBOUND CALLS, VARIOUS PAST DUE NOTICES WERE GENERATED, AND MONTHLY CREDIT CARD STATEMENTS WERE SENT TO YOU. '' AS XXXX CONFIRMED USAA SENT ACCOUNT INFORMATION TO AN ADDRESS AND STATE I NO LONGER LIVED IN, WHILE USAA RESTRICTED ACCESS TO MY ACCOUNTS, BASED UPON THEIR FORMER POLICY TO RESTRICT ACCESS TO ACCOUNTS IF PAST DUE BALANCES EXIST. XXXX ALSO STATED THAT I MADE A STATEMENT FOR " USAA TO CEASE COLLECTION EFFORTS IN XX/XX/XXXX '' THIS IS AN ECHO STATEMENT FROM CASE # XXXX. " USAA CEASED COLLECTION EFFORTS IN XX/XX/XXXX, PER YOUR REQUEST FOR A CEASE AND DESIST. '' THIS IS FALSE, AS XXXX CLEARIFIED ; THE CEASE AND DESIST WAS ISSUED TO A 3RD PARTY DEBT COLLECTOR AND NOT USAA DIRECTLY. USAA MISREPRESENTED THIS ELEMENT IN THEIR STATEMENT TO CFPB. USAA CONCLUDED BY STATING THAT THEY ARE OBLIGATED TO REPORT ACCURATE INFORMATION TO CREDIT REPORTING AGENCIES, AND AT THIS TIME " XXXX '' STATED THAT XXXX WAS AT ERROR FOR REPORTING THE " 51 CHARGE OFFS ON MY CREDIT REPORTS.
|
| 08/25/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
On XXXX XXXX, XXXX, USAA FEDERAL SAVINGS BANK, wrote to exercise its option to close Checking Account XXXX registered in the name of XXXX XXXX XXXX . USAA had changed my ownership registration of the account in XXXX XXXX for the vague reason that I did not qualify as the registered owner of a USAA account. They printed new checks showing the new registration. However their letter was addressed to me, not XXXX XXXX ( see attached ).
Neither XXXX XXXX nor I owed USAA money. We were not insured by USAA Our Credit Cards had a zero balance and continued in good standing. On closing the account, USAA confiscated the funds in XXXX XXXX 's accounts which had a combined balance over {$900.00}, citing their Deposit Agreement as authority to close accounts and offset funds on deposit. There was nothing to offset. Where did the money go?
Phone calls to USAA for an explanation for confiscation of XXXX XXXX 's funds were met with obfuscation and prevarication : in XXXX call I was told that XXXX XXXX 's account was closed because of an issue with their Property and Casualty Department. When XXXX XXXX called for clarification, she was told the bank accounts were closed by the Credit Card Division. To avoid misunderstandings, it became clear we had to avoid telephoning USAA and instead document our contacts and their response using XXXX, XXXX, and XXXX letters as a legal necessity.
I sent a XXXX letter to USAAXXXX on XXXX XXXX and a Certified follow-up on XXXX XXXX pointing out that the accounts were registered to XXXX XXXX not me. XXXX/USAA did not reply.
To get a USAA response, XXXX XXXX was obliged to file a complaint ( Case XXXX ) about USAA with the Consumer Financial Protection Bureau on XXXX XXXX, XXXX. Via the CFPB, USAA replied : " XXXX checks, {$160.00} and {$800.00}, made payable you and to XXXX XXXX had been mailed on XXXX XXXX, XXXX. '' XXXX XXXX challenged USAA 's infallibility and asked for proof/substantiation that a check had in fact been issued and mailed ; had it been cashed? A copy of her response was also directly XXXX XXXX to USAA. USAA received the letter but did not did not reply.
It appears that USAA kept the {$900.00} + without explanation, asking us to believe that " the check is in the mail. '' Equally troubling, USAA deleted the checking and savings accounts from their web site.
USAA has had at least 8 months to research their response : Where is the money?
|
| 07/22/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I was the victim of a job scam. I accepted the job and was told that I would start later that month and that I need to complete a written assessment. After I completed the assessment I was told that I would need to order office supplies, so they emailed me a check for {$4300.00} and told me to deposit it in my own account and to send them a receipt. My bank USAA accepted the check immediately and did not mark it as fraud. After depositing this check, the job scammers told me the following day they to wire nearly all funds to an account to pay for equipment. This was on XX/XX/2023. Then the following morning after I wired the money, they send me another check to deposit and said that the money sent previously was not enough for all my office equipment. I told them I cant deposit and send another check because I have a daily limit. I cut off all contact with XXXX XXXX after that and informed my bank. My bank did not help me until I called a third time and asked them to stop the check and the wire transfer. They stopped the check but blamed me for the job scam and refuse to assist me further. I was told my bank account was locked every time and under investigation since I reported the scam. USAA let me know that the wire transfer was stopped and that the check was stopped. I was told it would take XXXX calendar days, then up to XXXX business days before my account would be unlocked. I called USAA XXXX times a week for XXXX weeks until I was transferred to the fraud department who told me that my account was not locked, and that they did not stop the wire transfer because they believed it was my fault for being scammed and that I had to pay the $ XXXX due to the check being fraudulent. They did not say they knew it was fraudulent. I reported it as fraud which is why they stopped the check. They refuse to help me any further so I had to file a police report and contact the bank where the wire transfer was sent to by myself .l. After weeks of getting the run around and heading that everything was being investigated, I was rudely told by the fraud department that this was all my fault and that I needed to pay up. They also made it a point to bring up the fact that I previously disputed a charge from an app ca. Instead of helping me in a difficult time where I had to find someway to pay my rent since I was made to believe my account was locked and that they were helping me resolve this.
|
| 06/30/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
On XX/XX/XXXX at XXXX eastern time I contacted USAA customer service, in regards to a Visa credit card that my current husband in XX/XX/XXXX opened as a single applicant. We were married XX/XX/XXXX and now separated due to legal issues. I called to cancel my card believing that I was an authorized user, but the representative told me that I was added as a joint account holder in XX/XX/XXXX. I remember calling the credit card company for an issue regarding some form of inaccurate charge for my XXXX XXXX XXXX veteran boyfriend at the time and the representative mentioning they needed to get verification from him to discuss his account with me. I either 3 way called or he was sitting next to me to authorize permission and he also told them he give me permission to speak on his behalf regarding any other future question or issues I should have. I also, do this for my parents accounts and doctors because they do n't speak english well, so I did n't think by doing so that I 'd be liable for his debt. I would never agree to be a joint account holder because he has a XXXX that makes him not have any XXXX XXXX. This makes him make thoughtless purchases and gets him in the trouble he is in now. According to the 5 different agents in different departments told me at that time I gave verbal consent to be a joint account holder, but they use different terminology that made me think I was an authorized person to speak on his behalf. I asked multiple agents to send some form of evidence of myself agreeing to this because if I did I was unaware that I was accepting debt liability. I never signed or knowingly agreed to be liable to his already opened credit card. The agents just kept saying that I agreed over the phone and we are in default and I needed to make payments. I asked to speak to someone who can give me some form of documents or evidence that I agreed to the debt liability and they either hung up the phone on me or kept switching to different department and said they would n't give me any additional information and their was n't anyone who could help answer my questions. I then the day after I found a USAA blog after going through an enormous amount of research and XXXX and decided to post my question there. They basically said the same thing and when I posted again with more detail to ask for help, the company blocked me from the blog. I really do n't know what to do and need help.
|
| 04/25/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
This complaint is related to a previously filed complaint against U SAA. They have reported to the CFPB that they have worked with me to resolve the issue, yet they have not acted in good faith to resolve my issue.
I am looking for copies of all my bank statements to have for my records. USAA bank has terminated my online account access so I am unable to view those records. When I reach out to the bank, they inform me that since I can not access them online, they will need to charge me {$10.00} per statement copy for them to provide the copies I need. Since I have been a customer since XXXX and during that time I 've had multiple accounts, the cost to do this would be astronomical. My calculations are that for them to get me all the records I need, it will cost well over {$7500.00} in fee 's. Yet, they are n't budging. I gave them XXXX options. 1 ) To provide me temporary account access so I can log in and download all the statements that I need, or 2 ) Mail me a thumb drive or CD with all the account information I am asking for, or 3 ) Mail me paper copies of all statements that are on my profile. These are my financial records and I am entitled to them. They provide these records free of charge to their other customers by online delivery. I would happily download these records if they would allow me to. This problem is now causing XXXX other issues that have the potential to cost me a lot of money. I am in the middle of a XXXX tax year audit an d USAA ha s records pertinent to proving deductions with the IRS. Second, I am in a dispute with the child support registry in Washington state. There are XXXX payments over the course of the past 14 years that have not been correctly applied to the account. I need these records to reconcile my records with theirs. To prove my point, on XXXX XXXX XXXX USAA shows a payment in the amount of {$100.00} coming from my account, yet only XXXX was credited on the support registry side. These records will assist me in resolving the Washington state matter which is now damaging my credit. I spoke with USAA in late XXXX and early XXXX and I was assured they would assist me with getting me copies of the bank statements. Instead, they sent over XXXX pages of statements for only XXXX account - and that only went back to XXXX XXXX - a full 7 years less than what I was promised on the phone.
|
| 06/26/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Was not notified of investigation status or results
|
|
Web |
Servicemember |
|
On X/XX/17 I contacted the CEO of USAA Bank, XXXX XXXX, via email in regards to an account reporting on XXXX XXXX. Two days later I received a phone call from someone in his office in regards to the email in which we discussed what I could do to clear the issue as well as have the information updated on my reports with XXXX XXXX. I was notified that upon receipt and deposit of the overdrafts an immediate notification and update of remarks would be done with XXXX XXXX XXXX. On XXXX another email was sent after I contacted USAA checking account department to see if my payments were received to find out not only were they received but they were also deposited and cleared on XXXX and no notification was sent or was on record to be sent to me for my records so it was just good that I called. So upon the rep sending me receipts I took it upon myself to submit them to XXXX XXXX XXXX who in turn said they would follow up with USAA because nothing was still updated. I am well aware that the record remains for 5 years but USAA stated the remarks could be updated but have yet to do so, I am stating this so that it is known that I am aware of this part. Another email was sent on XXXX, as well as today XXXX still with no response. The reps for USAA are unable to assist any further besides to tell me it will be updated. XXXX XXXX can only tell me they have to wait on USAA. I 've spoken to others that are or have gone through this as well and they are experiencing the same issues of no response. When I spoke to XXXX XXXX XXXX multiple times on the XXXX the first rep I spoke to stated that the receipts would be uploaded and updated and that in regards to my frozen accounts with my current bank that I give them a call to see if they would accept a fax showing the records were taken care of or if they required removal. I hung up with her and called my bank and they stated a fax would be fine. So I called XXXX XXXX back and of course getting a new rep that said it did not work that way they would update but had to reinvestigate with USAA to make sure the payments were indeed correct and how to update. I called USAA and they told me the updates would go through immediately. So as you can see everyone was giving me the run around and different responses, and I have no access to my money because of the situation. I just want answers and an update to the remarks as I was told would happen.
|
| 04/27/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with fraud alerts or security freezes
|
|
Web |
Servicemember |
|
I am XXXX XXXX in XXXX. I had been locked out of my account ( couldnt call to request pay, log in online, use app, request account number to pay. USAA reps couldnt verify me without using XXXXverify. I submitted my ID and call back number 8 times. No response. One representative did finally respond in email. I called and unlocked account. He said the USAA verification kept flagging my ID for fraud and thats why I wasnt getting a callback. I was then able to get my account unlocked on XXXX XXXX and immediately made a payment the same day. The representatives name was XXXX XXXX. I received another call from XXXX with USAA ext XXXX but was missed. I have submitted a dispute but I have the same call back issues. I have not received a call back to provide these additional details about the dispute, and XXXX XXXX XXXX did see that there was an continuous issue with verification and that it was taking quite some time and thats why he ultimately eventually reached out to me. My account now has a payment delinquency that I couldnt avoid due to having issues with my verification labeled as fraud when it wasnt before USAA would assist me. I have had two emails saying the called me to resolve and I attempted to call back the two representatives during the hours of Monday through Friday XXXX with no avail. Instead of continuing to try to follow up with more contact information the closed my dispute. I had always wanted to pay and have phone logs to show I have tried numerous times to take care of this issue. Not once until after I was overdue did any representative tell me to mail in a check and with that provided no additional information on who or how to send the payment. I will attach phone logs. I have XXXX missed calls, 2 that were erroneous answers to push a key to continue and one from XXXX, after I finally got access to my account. Another issue that didnt allow my ssn and credit card to match and verify my ID was since my card was cancelled it showed I no longer had any services through the bank, therefore they representatives also were unable to assist without verification through their verification program. Only until I submitted a formal complaint from XXXX XXXXhat they wanted to resolve the issue, ultimately I have received no calls to fix the issue as I had problems before. I have no issues from any of my other banks, like XXXX XXXX XXXX XXXX and XXXX for my banking needs.
|
| 12/21/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
In the month of XX/XX/XXXX, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information electronically. I was not made aware of this action until XX/XX/XXXX when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email. At the time of the loan being taken out, address information was not correct. The address on file with USAA was listed as XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( where I lived up until XX/XX/XXXX ), however, my address at the time was XXXX XXXX XXXX XXXX, MD XXXX ( where I lived from XX/XX/XXXX to XX/XX/XXXX ). I updated address information with the post office immediately after moving. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident in XX/XX/XXXX. I have made several attempts at disputing this account with USAA. They have advised me that the account and the loan was not done fraudently. A detective working on the identity theft investigation has also determined that the activity is fraudulent and was committed by spouse. The investigation concluded on XX/XX/XXXX and Detective XXXX XXXX with the XXXX County PoIice department delived the results to me. I have since seperated from my spouse and I am in the processes of getting a divorce ( filed XX/XX/XXXX ) due to this action, as I was unaware that he committed this. This account and loan was opened up without my knowlege or consent and I am struggling with USAA on having is resolved. USAA has refused to give me any actions on how this can be removed, despite my submission of a police report and identity theft report. I have taken all neccessary steps and reccommend actions, but I feel that this is unfair for USAA to continue to hold me responsible for a fraudlulent debt. I have tried to contact USAA multiple times and have spoken to different departments regarding this issue. It is difficult and time consuming to get ahold of someone and I have spend countless hours on the phone. I have also written and mailed letters to USAA and the 3 major reporting credit agencies. The loan is currently being reported as a charge off and is negatively affecting my credit.
|
| 10/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
ongoing issues with USAA regarding debit card disputes with merchants. USAA does not have a way for the customer to speak with anyone in the department that investigates and makes a decision about the dispute. USAA also does not have a way a customer can send additional information directly to that department. You can only upload a document on the " upload document '' feature on usaa.com and it does not allow you provide a description of what's being uploaded. you can only select what department it should go to, i.e. insurance, banking, loans, etc.
i select banking.
i had two disputes denied recently by USAA for merchandise i ordered in XX/XX/2020 and had not received when I filed the disputes in XX/XX/2020 over 90 days after the merchandise should have been received. I was notified there was usps tracking info that shows an item was delivered to my address, I told usaa it was never received. I was actually hospitalized on these dates of delivery and my postal carrier routinely does not deliver my mail or delivers to the wrong house. I never received the merchandise and USAA still denied my claim and removed the temporary credit.
USAA acts as though they look for a reason to deny instead of even calling a customer to get clarification before doing so.
i now have a new dispute that I filed on XXXX for XXXX and uploaded documents to usaa from the merchant that said the order could not be completed, the email from the merchant and my payment email from the merchant. seems simple, last night i get an email XXXX that they need more information, information ive already provided, information in the documents i uploaded that obviously no one bothered to look at. Again their practice is to find a way to deny disputes, i uploaded the same documents again.
this seems to be a practice of USAA and if it's happening to me, its happening to other customers as well.
XXXX for XXXX is still owed to me for merchandise not received for a dispute I filed in XX/XX/2020 that USAA denied.
XXXX for a XXXX transactions that was done when my account was hacked by someone, login info changed and money sent to XXXX. that I did not do. This was FRAUD I've complained to USAA repeatedly about their inefficient dispute practices and nothing has changed.
It's also their policy that you do not have to contact the merchant before filing a dispute but they use that as a reason to deny a dispute.
|
| 11/23/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
The mortgage company changed the loan terms to a more expensive loan well after it was aware of the change in circumstance that they allege necessitated the change. It seems they implemented a fraudulent bait-and-switch.
After shopping around for loans, we went with this particular company because of they offered loan with a lower interest rate and a substantial lender credit. Apparently this loan was based on the property we were purchasing being a town home - as opposed to a condo. When we initially spoke with the loan officer, we noted that we did not know if the property was a town home or condo, and that we did n't even know the legal difference. The loan officer went with a town home when generating the loan estimate, without letting us know that the loan would be significantly worse if the property is a condo. It is noteworthy that the loan officer was viewing the property listing and the listing indicated the home is a condo. Thus, the loan office should have known the correct type of property at this time.
Regardless, well into escrow, almost approaching the originally promised close date, the loan company informed us and sent us a revised loan estimate specifying a loan that eliminated the lender credit, now required us to pay points, and required a much larger down payment. ( Interestingly, the revised closing estimate did not compare the revised loan with the original loan. ) The loan company said that this change was due to finding out from the appraisal report that the property is actually a condo. However, the appraisal report was sent to and reviewed by the loan company 10 days before they sent us the revised loan estimate. This clearly violates the Consumer Protection Rules that any revised loan estimate having such a large change be provided to the buyer within three days of the " changed circumstance '' that triggered the change.
We attempted many times to resolve this issue with the loan company, but they would never work with us and instead tried blaming us for the error, claiming we told them the property was a town home, which we did not.
This process seemed to us to be a fraudulent bait-and-switch, where the loan company promised us favorable terms to effectively bait us in, and then switch to a less favorable loan when we were well through the process, knowing that we would have a very difficult time switching to a different loan at that time.
|
| 05/01/2016 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
About three years ago, in order to help my daughter refinance her car loan, I opened a Certificate of Deposit ( CD ) Account with USAA Federal Savings Bank ( USAA ) routing # XXXX. Since opening the CD there had not been any particular noteworthy events concerning the CD. However, during the past weekend I noted unusual activity for the CD in terms of interest payments. On XXXX XXXX, 2016, I contacted USAA to inquire about interest payments being credited and then simultaneously debited to my CD. Specifically, without written or verbal explanation the crediting and then debiting activity occurred on the dates of XXXX/XXXX/16, XXXX/XXXX/16 and XXXX/XXXX/16.
When I contacted USAA, I was asked by the USAA representative if I had recently opened any new USAA accounts and had not provided a signature card to which I replied no to both questions. While on the phone, the USAA representative asked me to hold several times while she checked on my account status. After this had gone on for about 25 minutes, it appeared there was not going to be a timely response to my inquiry ; I asked the USAA representative if it might be possible for her to call me back. I noted that I was expecting an important call from the U.S. Department of Veterans Affairs that I could not miss. Both the representative and supervisor seemed indifferent to the fact I was a XXXX Veteran and needed to communicate to the Department of Veterans Affairs that several of my prescriptions needed to be refilled promptly.
The USAA representative stated that she would not be able to call me back and that I must continue to hold on the phone until she had resolved the issue with my CD account. I then asked to speak with a supervisor and stayed on the line for another 10 minutes waiting until the connection with USAA was lost. Thinking that someone would call me back ( the USAA representative had already asked for my identifying information and thus had access to all my contact phone numbers ), I waited about 30 minutes before calling USAA customer service and asked to speak with a supervisor. I was told by the supervisor, that USAA implemented a policy about three ( 3 ) years ago whereby it does not call customers back to provide information concerning their respective accounts.
At present, I still do not know why, unlike in the past, I am not being credited with interest to which I am entitled for my CD account.
|
| 02/19/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I received a teller check from a credit union and deposited into my checking account inside the main branch of USAA in XXXX XXXX, Texas. The teller took the check and completed the deposit and said nothing about a hold on the deposit. On the deposit slip it shows my account balance and the amount of the deposit. It does not mention a hold on the funds. I then left the bank and checked my funds on USAA app and it showed the amount deposited was available. The amount was XXXX and my balance on the app reflected that amount. Two business days later I went back to the main branch of USAA and just before entering the bank I double checked my balance on the app and noticed that there was now a XXXX hold on my account. I went inside and went straight to the teller hoping there was a mistake on my account but when I tried to purchase a cashier 's check the teller confirmed that my checking account indeed was on hold for XXXX. I asked if I can discuss this matter with management and she directed me to an enclosed booth where there was a computer and a telephone and was told to dial zero and ask for a manager in the deposit department. I did so and held for about 2 minutes and a representative answer the phone and asked what he could help me with. I explained the situation and asked if there was anything that could be done to release my funds. The answer was no and that it was unclear on when the funds would be made available. I asked to speak with a manager so he transferred the call and I was placed on hold for about 5 minutes. Long story short the same answer was given by a manager " no '' and adding insult to injury she stated that my creditability with them was in question because of a previous over draft in the last 6 months. I left very upset and frustrated with the entire situation. I also called one more time the following business day and the exact same answer. No ... Please consider this fact. This was a preprinted teller check from a credit union and that when purchased originally by the payee was told that it 's the same as a cashier 's check. Now I have to wait 10 business days. Why? Why could n't USAA physically pick up the phone and verify funds or tell me from the beginning there was going to be a 10 day hold. I would have cashed the check elsewhere and been able accomplish what I needed to. Now I 'm on hold and it put me behind on what I needed to take care of.
|
| 04/23/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
I obtained an automobile loan from USAA. During the telephone conversation to apply for the loan I was offered an extended vehicle protection plan which I purchased with non-loan funds held in a DDA account at USAA. The funds for the EVP were deducted from my DDA account on XXXX/XXXX/2015 the day I picked up the car. I had changed from one dealership to another, and from one car model to another and as such I called USAA to notify them of the new information and seek a new price on the EVP as I selected a different model vehicle than I had described during my first telephone call to obtain the loan.
The EVP proved unacceptable for many reasons and I rejected it for a refund during the preview period during which the customer may review the documents.
The vehicle loan was established using a check-like form presented to the vehicle dealer. The bank accepted the form from the dealer and funded the loan. The bank added as second ( with a different policy number ) EVP to the loan principal and obtained state doc stamps for the entire proceeds of the loan including this unwanted second EVP.
Telephone conversations with USAA have proved fruitless. I have asked them to remove the second EVP they added ( they may contact the vendor of the EVP to rectify their error ), correct the loan amount and correct the doc stamps. They have failed to do so putting the onus on my to reach out to the vendor of the XXXX EVP and cancel it on their behalf. This would leave the doc stamp difference unresolved.
USAA as an agent for the EVP has made misrepresentations to induce me to purchase the EVP. USAA failed to assist in obtaining a refund for the initial EVP. As it was purchased based on the EVP 's agent 's ( USAA ) incorrect plan description I felt it incumbent on USAA bank to assist in recouping the funds debited from my account at USAA.
USAA improperly and without authorization added an unwanted product to a consumer loan in violation of the law. When notified USAA took no timely or definitive steps to remedy their error. Rather they insist the customer untangle the mess they have made. The number of errors, misrepresentations and the stonewalling by USAA customer service lead me to hold the opinion that this is not simple errors but a pattern of incompetence, a breach of fiduciary duty, and perhaps even fraud and I encourage the CPFB to investigate and take enforcement action.
|
| 01/10/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I am writing to formally dispute and express my concern regarding an inaccurate credit report filed by USAA, which has had a detrimental impact on my XXXX XXXX. My purpose in reaching out to you is to request assistance in rectifying this situation and ensuring that my consumer rights are upheld.
I recently obtained a copy of my credit report and was dismayed to discover that USAA had reported a XXXX late payment on my account for the month of XXXX. I wish to assert that this information is entirely inaccurate and does not reflect my payment history with USAA.
In XXXX, I made my regular monthly payment of {$330.00} to USAA on the XXXX, which was well within the due date. Additionally, I mistakenly made an extra payment of {$330.00} on the XXXX of XXXX. This accidental payment was not intended as I had already paid my monthly obligation. Therefore, not only was I not 30 days late, but I actually made an extra payment that month.
I believe that USAA 's reporting of a XXXX late payment on my account is in violation of the Fair Credit Reporting Act ( FCRA ), which stipulates that credit reporting agencies and creditors must provide accurate and verifiable information to consumers ' credit reports. In this case, the information provided by USAA is demonstrably false and does not accurately represent my credit history.
Furthermore, I wish to emphasize that under the FCRA, consumers have the right to dispute inaccurate information on their credit reports and have it corrected promptly. I have attempted to resolve this issue with USAA directly by disputing the inaccurate information with them, but they have not taken appropriate action to correct their error.
I kindly request that you intervene on my behalf and investigate this matter thoroughly. I believe that USAA should be held accountable for their inaccurate reporting, and the XXXX late payment entry should be removed from my credit report immediately to restore the accuracy of my credit history.
Please find attached copies of relevant documents, including proof of my XXXX payments to USAA, to support my dispute. I appreciate your prompt attention to this matter and look forward to a swift resolution that upholds my consumer rights and restores the accuracy of my credit report.
Thank you for your assistance in this matter. Please do not hesitate to contact me if you require any further information or clarification
|
| 01/12/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank has placed a security hold on all my accounts, preventing me from accessing funds from XX/XX/23 to the present. I believed this was done in response to an erroneous fraud trip associated with attempting to transfer {$200.00} from my USAA account to my XXXX XXXX XXXX XXXX on Friday ( XX/XX/23 ). The transfer was attempted using the XXXX app, as endorsed by USAA ; however, I received an error and was asked to try again later. I attempted to perform the transfer XXXX more times ( XXXX total ), at which point a hold was placed on my XXXX apple pay debit card. I contacted USAA and cleared the matter on the same day. However, USAA claims to have determined some form of fraud was detected on that Sunday ( XX/XX/23 ) and placed a hold on all debits from my checking and savings accounts.
I was unaware of the hold until I called Tuesday after I was unsuccessful in my attempts to transfer funds from my savings account to my checking account to cover an upcoming credit card bill from an outside creditor. USAA told me that on Sunday ( XX/XX/23 ) that my account was on a security hold, and they could not comment on why until the XXXX department completed their review, which would take " up to XXXX business days and XXXX hour but was assured that I would have access to my accounts upon completion of their review.
I contacted USAA Thursday ( XX/XX/23 ) when I was still unable to access the monies in my account. Again, I was told that the fraud department had my accounts on a security hold. USAA said they could not comment on why until the review was completed, which would take " up to XXXX business days ''. As of this point, I have not had access to my money for 4 days, and with the holiday weekend coming up I will not have access for at least an additional 4 days, a total of 8 days ( at minimum ).
Within the last 6 months, I have moved my family to a new state, started a new job, and purchased a home. Our finances are already limited due to these major life changes and financial obligations, resulting in drained savings and maxed-out credit cardsXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX this is the most inopportune time for our bank to restrict access to our money. We are unable to pay bills, secure and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXs, or even fill our vehicles to commute to and from XXXX XXXX XXXX
|
| 07/31/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my credit card account with USAA was closed by USAA without any warning or reasoning. I called trying to figure out why my account balance was showing XXXX when I only had half of my limit used and had just made a {$1500.00} payment to that card. I called them to figure out what was going on which was when XXXX, from servicing for credit cards department, proceeded to tell me that they had decided to close my account. Hearing this, I asked why ... she told me that they were not going to tell me why but it had something to do with fraud on that account. I responded saying yes I called about a month ago due to my card being hacked at XXXX with multiple XXXX cent charges occurring while I slept that night. The following morning I called USAA, reported the fraud, got a new card sent in the mail, and thought everything was ok. Thats the only thing I can think of that occurred fraudulent on that account ... so I asked her why am I being punished for someone else hacking my card?? She didnt give me an answer then proceeded to tell me that ALL my accounts were being closed including my checking and savings account and that I would receive a letter in the mail telling me I have 30 days. Continuing to ask why they are being closed and what I did wrong so I can avoid doing whatever it may be in the future, she kept stating that she couldnt give me that information. After that, I stated that I couldnt afford to pay off the full credit card amount within 30 days and asked what would happen if I didnt ... XXXX stated I would be sent to collections. I then asked to speak to a supervisor and she said she had no supervisor I could speak with. Finally, I got transferred to XXXX, in executive resolutions department, who was no more help then XXXX. Refusing to give any information to why they were closing my accounts. I then insisted on speaking to the CEOs office ... XXXX said they werent available and even if I spoke to them they wouldnt give me any information about why the accounts were being closed. Being a USAA member for 15 years and in the middle of a COVID crisis and out of work for 6 months due to the extended shut downs in my state I am in shock and emotionally incapacitated. Having limited funds, I cant afford to pay my entire balance off and start somewhere else. Especially knowing that this account closure will affect my credit score and financial standing.
|
| 02/15/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Was not notified of investigation status or results
|
|
Web |
Servicemember |
|
In month of XX/XX/2022, I called USAA to get a renter policy. The Agent, I spoke to collected all our information my wife and I. She gave me a policy number, my monthly payment amount, and asked me to cancel my current policy after midnight. 24 hours later, I tried to get access to my online account to know more about my policy details and set up my payment method, but I was not able to have access. So I called USAA agent to assist me. The first agent was not able to help me and told me that there is a note saying that USAA dont want to do business with me. And I asked her why, she said, she dont know. She transferred me to another agent. The second agent did her best and almost gave me access to my account but she said she had to transfer me to the technical support agent. The technical support agent said I am not supposed to have access to my online account because USAA dont want to do a business with me. While I was talking to her, I got access to my account. Soon I let her know, she know, she quickly quick me out the system. But, she was not able to tell me why USAA dont want to do business with me. She said USAA will send me a letter to let me know why. Couple of days later, I received a letter from USAA, but there was no specific raison why my policy has been terminated. They are talking about material misrepresentation. I sent them twice a letter as they asked to do asking them the real reason of my policy termination but they never responded. They treated me like a criminal. So after sending my second letter on XX/XX/2022 without any feedback I filed complaint against them with California Department of insurance. After that complaint, they called me trying to explain themselves without telling exactly why my policy has been terminated. You will see attached a copy of the letters I sent them, some letters they sent me, and their last letter dated XX/XX/2022. I feel like they dont have any reason. They just decided base on my accent, and my last name that I can not belong to XXXX XXXX, thats why they are saying that they were not able to verify who I said I was. I can be wrong, but thats what I think til they provide me the reason that make sense. I called them couple of times but they never try to double check my identity. How someone who try to steal someone identity, will keep calling you to know why his policy has been terminated. Even send you a letters.
|
| 07/10/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Older American, Servicemember |
|
On XXXX/XXXX/XXXX I transferred {$910.00} from my XXXX XXXX XXXX ( XXXX ) ckg acct -XXXX to my USAA ckg acct. -XXXX. I then scheduled my mtg payment to be debited from my USAA -XXXX ckg acct. USAA placed a hold on the funds until XXXX/XXXX/XXXX even though the funds came out of my XXXX acct that night, and I provided USAA with verification. I em 'd USAA & rec 'd a response from XXXX XXXX. She said it was against federal regulations to release the hold. I ask what reg & and was told it was the Electronic Fund Transfer Act of XX/XX/XXXX. My daughter has worked for XXXX XXXX for 18 yrs. so I asked her if this sounded right, she said no, there was an exclusion for customers transferring money between banks " Any transfer of funds for a consumer within a system that is used primarily to transfer funds between financial institutions or businesses, e.g., XXXX or other similar network. '' She said to look on the USAA website for their policy re transfers, so I did. It said the money would be available right away, within a few business days, not a week. I then called XXXX and ask them, they said USAA could lift the hold at any time just show them the completed transfer from my XXXX, but they said it was nonsense as USAA already had this. But I provided it to USAA, XXXX XXXX anyway. She again said there was a federal reg prohibiting lifting the hold. I told her this was simply not true.
Hide additional information for activity type other payment XXXX USAA CHK-INTRNT XXXX/XXXX/XXXX : XXXX : TRANSFER ID : XXXX INDN : XXXX XXXX XXXX ...
Edit Description activity type other payment status type icon cleared XXXX. Select to mark activity type other payment XXXX USAA XXXX XXXX : TRANSFER ID : XXXX INDN : XXXX XXXX XXXX ... as Reconciled -XXXX XXXX Type : Other paymentDescription : USAA CHK-INTRNT DES : TRANSFER ID : XXXX INDN : XXXX XXXX XXXX CO ID : USAA FT WEB I then called XXXX XXXX, a manager at USAA whom I had dealt with on another occasion. He said my average daily balance was less than {$910.00} so they would not lift the hold even though they knew the money had actually cleared. He also said it was against 'federal regulations '. I told him it did not say this on their website, and there was no federal regulation.
It the interim my mtg payment processed and was declined, then USAA charged me {$29.00} NSF. This is outright discrimination and illegally holding of funds.
|
| 04/19/2018 |
Yes |
- Debt collection
- Auto debt
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
Servicemember |
|
On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX called and informed us that they would Repossess the XXXX XXXX XXXX which was totaled onXX/XX/XXXX by USAA per their Total Loss Letter.
Informed that they would report the matter to the Credit Agencies which would be a negative statement on the credit report for 7 years. They informed me I would owe the remaining balance after they auction the Vehicle.
I consider think the way USAA Insurance handled this matter from the start on XX/XX/XXXX until XX/XX/XXXX has not been in the best interest of the Customer. USAA Insurance is telling me they had no responsibility to follow their Total Loss Letter because the Repair Shop XXXX XXXX XXXX XXXX would not release the Totaled XXXX XXXX XXXX even after the Customer informed the Shop that the Vehicle was totaled on XX/XX/XXXX in Person at the Shop. I never signed the Repair Order until XX/XX/XXXX and the USAA Insurance Adjuster sent a check to the Shop for $ XXXX on XX/XX/XXXX which I did not approve or agree with. I asked for the Vehicle to be moved and inspected by another Repair Shop but USAA Insurance did not grant my request. Instead USAA Insurance and the Repair Shop kept fixing the Vehicle and after the Customer received two Total Loss Letters from USAA dated XX/XX/XXXXand XX/XX/XXXX.
I was informed by the Bank Officer XXXX XXXX on XX/XX/XXXX that the Vehicle loan would be payoff due to the total loss which did not happen. USAA asked me to send in and sign the POA for the Title. The Title was signed and sent to USAA so why was the Loan not paid off and now sending us letters for collection and Repro Man knocking on our Door early Saturday morning XX/XX/XXXX looking for the XXXX XXXX XXXX which was still at the Repair Shop.
I've communicated with both XXXX XXXX and XXXX XXXX XXXX XXXX from the start of this matter and requested they coordinate with each other several times to solve this matter and fulfill their responsibility regarding the Total Loss Letters.
XXXX XXXX Paid XXXX on a Vehicle estimated value {$23000.00} way over the 80 % threshold required by Florida State Law. The Vehicle is 100 % totaled in my view and is backed up by the Inspection Reports and 4 additional supplements!
USAA denied me the Car Replacement feature which provides for an additional payment when there's a Total Loss. Also denied me the GAP coverage I purchased for the Loan on the Vehicle.
|
| 06/03/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Refund anticipation check
|
|
|
Web |
Servicemember |
|
Referencing USAA fraud investigation number XXXX, I received notification of an incorrectly disclosed mortgage cost resulting in a refund check of {$2400.00}, stating that the check had already been sent separately. After a month or so, figured out with USAA that the check had been cashed, the screenshot of signatures was a set of fraudulent signatures, not my wife and my own. I initiated a fraud investigation with USAA and received by mail the required forms. I submitted the forms by mail no less than 6 times with slight variations on the way in which they were to be filled out, often requesting information formats from previous iterations. I submitted the last iteration with a signed letter, the text of which is copied below. A month later I received notification saying that the fraud investigation was being closed since too much time had passed. This was clearly a stalling tactic in order to reach this arbitrary deadline with no intent of paying the money that was incorrectly withheld years ago.
The following letter was mailed to USAA in response for another variation on the same form, which was also included.
Attn USAA Fraud Investigation personnel, Referencing USAA fraud investigation number XXXX, I have received multiple requests for the same enclosed form requesting slightly different variations of information each time as documented in the attached. The latest request asked that I fill out section XXXX statement of fact which is clearly marked in instructions as information provided by the maker ( the entity who wrote the check, which is you, not me ).
This is clearly an attempt to not address the issue at hand which is an overcharge for services {$2400.00}, the loss of a check ( I still have not received information from USAA on where the check was mailed ) and the resultant loss of income that could be made from that amount of money during the time lost which is significant in today 's economic climate. If I receive another request for the filling out of the chase declaration of unauthorized endorsement or altered item form with slightly different information requests, I will be elevating this case to the consumer finance protection bureaXXXX and closing as much business with USAA as I possibly can. Please resolve this issue as soon as possible, the service level is not acceptable.
Please address any questions to to myself at XXXX, XXXX XXXX
|
| 08/13/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
1. XXXX XXXX COMPLAINT.
While banking with XXXX XXXX bank on XX/XX/XXXX. I ran into the trouble with finding employment. As member, I had choice to pay my bills automatically. Going through the struggles, I asked XXXX XXXX bank to cancel the incoming automated payments bills, instead they informed me that this was not possible. They informed me that this was solely on system. By the end of all this, I had {$950.00} in fees with bank which I paid all of it off to the bank. Bank having little satisfaction, it reported me along with my social security to all its associates and many other financial industries as risk customer. I soon realized that since my name can be found into XXXX XXXX XXXX which completely sabotage my life and shaded my reputation even after I finished paying off the debt that I owed. I would like your office to have XXXX XXXX bank do its duties by taking off my name off XXXX XXXX XXXX as risk customer and stop ruining my reputation.
1. USAA COMPLAINT.
While banking USAA bank on XX/XX/XXXX. I fell for scam employment which I happened to receive job offer working from home. This offer came with funds to purchase computer equipment and pre-paid life insurance. Being hesitant customer, I informed USAA customer services that I did not completely trust this new employment since I did not know if the fund were really. I received cashiers check in mail which I went ahead and deposit into my account with USAA. I waited for while for all the funds to be available and USAA customer services insured me that there was no problem with check. So, I started purchasing equipment and other things needed for the job. Within 72 hours, USAA bank fraud department told me that check was fake, and I was responsible for it. I was treated as perpetrator instead of victim. I reported incident to the FBI and I informed the bank that I was not nearly perpetrator and nor responsible. I informed the bank that the case was reported to the proper authority. I maintained my innocence while informing the bank that it failed to do its duty. The authority informed me to stop talking to this employer. USAA bank reported me to XXXX XXXX XXXX and other financial industries as risk customer and shaded my reputation. I would like your office to investigate this matter and advise USAA bank to remove my social security off XXXX XXXX XXXX and stopped ruining my reputation.
|
| 08/28/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
I opened a bank account with USAA on somewhere around XX/XX/2023 in the amount of {$10000.00}. On XX/XX/2023 when my fund should have been available it showed me that my funds were currently unavailable. I called when the next business day they were opened. They informed me that I am under investigation for fraud. I asked them for what reason did they have to put me under investigation. That my accounts have been closed because USAA decided they do not want to do business with me. They said they could not tell me as it is an investigation. I called several times after that trying to get information or my money. They advised me there is nothing they could do and they don't have any other information other than my account was under investigation for fraud and I need to wait 60 days to get my money. I asked XXXX speak to a supervisor and they told me this was the highest I was going to get and the investigation department would not speak to me, they don't take calls. Reluctantly, I obliged because I had no other option. I called day 60 to make sure the process was moving along and request my checks. I spoke to a woman in the fraud specialist department on XX/XX/2023 and she told me yup they will be moving this along because the 60 days are up and the checks are being prepared today and would go out in the mail the next day which was a Friday. Here it is Monday XX/XX/2023 calling to check to see if the checks were actually mailed and they were not. Before XX/XX/2023, the fraud specialist people would not let me speak to a supervisor or escalate my call, but now the specialist told me she needs to escalate my call and then hung up. I am beyond mad. This company is lying to me first of all. When I spoke to that woman on XX/XX/2023, she told me that the institution that the funds came from ( XXXX XXXX ) are the ones who flagged the deposit as fraud. So of course I call them, their fraud department said I dont know why they would tell you that because we did not flag this as fraud. We even gave them a confirmation number. If there was a concern for fraud, they would not release the funds let alone give a confirmation number. Not only that, I started doing research and it seems like they held my money longer than there were allowed to. Also, they are telling me today that they checks were not sent and then they keep hanging up on me which is the third time I called.
|
| 10/21/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Servicemember |
|
I had an auto loan through USAA and I sold the car to XXXX at the beginning of XXXX. XXXX sent a check to USAA to pay off the loan on XXXX XXXX, 2022. There was an extended warranty and service plan that was canceled at the time that I sold the vehicle so two more checks were sent to USAA for the balance of those plans. I called USAA XX/XX/2022 and told them 2 more checks were coming, 1 for {$380.00} and another for {$730.00}. The member services representative told me they would transfer the overpayment to my account when they received it. I called again on XX/XX/2022 to check on the status, and they said they sent the checks back to XXXX. When I called XXXX on XXXX/XXXX/2022, they showed that USAA had actually cashed the checks on XXXX/XXXX/2022. I called USAA back the same day, and they said they would research where the money was and deposit it in my account or call me back. I never heard from them. I called back on XXXX/XXXX/2022, and they said another department had cashed the checks but when I asked to speak with that department, I was told I could not speak with them. However, they advised that they had sent new checks back to XXXX. I asked to be provided copies of the checks so I could go back to XXXX to get my money. They said they would get me copy with in a couple days but again I never heard from them. I called again on XXXX/XXXX/2022, and was on hold for over 45 minutes and ultimately transferred two time ( each time having to re-tell my story ) and they said the insurance department cashed the checks and sent new ones back and there wasn't anything I could do. I asked for copies of the checks again and they said they didn't have copies. What kind of bank doesn't have copies of their checks? They told me again they would escalate the complaint and call me back. They have lied repeatedly and refused to give me my money or prove they don't have it. I asked to speak to a supervisor or someone in the " insurance department '' but was again told there was no one else I could speak to. It has been months they have held {$1100.00} and failed to help me or even call me back. I called XXXX today, XXXX/XXXX/2022, and they said they received one of the checks today which means USAA did not send it back when they originally said they had and only did it after lying to me the last time I spoke to them. The second check still has not been received by XXXX.
|
| 01/27/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I was delinquent on my credit card acct & entered negotiations XX/XX/XXXX with usaa credit card settlement dept to attempt to settle for less than balance due. on my first conversation i made an offer & usaa countered my offer. on the second contact with usaa a customer service rep named XXXX stopped negotiations when I countered usaa 's first offer with the same amt/percentage as my initial offer. XXXX stated that I could n't counter with the same amt/percentage. I was never told I could n't submit duplicate counters PRIOR to entering negotiations. after negotiations I filed a cfpb complaint ( case number XXXX ). I got a call the next day from XXXX of usaa & talked with him about the issue. the only thing that came of the conversation was that I got was his direct extension & he asked me to call him directly if any other problems should arise. Fast forward to XX/XX/XXXX, I re-entered negotiations with usaa to settle the same credit card debt for less than balance due & during the course of negotiations on 4 separate occasions usaa customer service reps took my identical offers and countered them contrary to what XXXX had stated XX/XX/XXXX. i finally reached a settlement agreement with usaa XX/XX/XXXX & am currently executing that agreement. I have XXXX issues, first issue that concerns me is 1 usaa rep XXXX may be operating contrary to usaa 's operating procedures versus the XXXX other usaa reps that are operating contrary to XXXX by accepting my same negotiation offer amount/percentage. the second issue is that since XXXX I 've been calling XXXX of usaa directly at ext XXXX a minimum of once weekly & leaving messages on his voicemail requesting a call back directly. to this date XXXX XXXX has n't returned any of my calls. despite my repeated attempts of calling usaa & requesting usaa reps email XXXX directly requesting he call me, I 've not gotten a call from XXXX. I believe my third issue to be the most important, I believe as a direct result of usaa rep XXXX actions of wrongfully ending negotiations XX/XX/XXXX, I 've incurred {$700.00} in additional mo pymts, interest & late fees to date that I SHOULD NOT have incurred. I want this issue resolved immediately by either XXXX or a usaa rep with equivalent or higher authority as XXXX XXXX contacting me directly & agreeing to adjust the final XXXX amount to no less than a minimum of a {$700.00} reduction.
|
| 02/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX, I received multiple transaction alerts for charges I did not do. On XX/XX/XXXX only one had posted so I filed a dispute through USAAs application. They issued me a provisional credit while they researched the claim. On XX/XX/2019, I was informed via email that the investigation was complete and it was found that the fraudulent activity did not occur. The " evidence '' they provided to me was 5 pages and included the following : 1 ) Acquirer Allocation Pre-Arbitration Questionnaire 2 ) Merchant Response 3 ) Vivid Seats Cancellation Policy 4 ) ACM Purchase Details 5 ) Proof of Delivery The proof of delivery sent the product I didn't purchase to an email address other than my own. And the vivid seats cancellation policy, under place order, has it being submitted for {$1600.00}. Luckily it didn't go through for that amount and only went through for {$180.00}. The compelling evidence they found was that the CVV was used in the purchase which according to them " ... indicates that the card used to make this transaction was fully authorized, and the further attached evidence indicates the methods in which the purchase was delivered to the cardholder. '' After recieving this information I reached out to USAA to get a phone number to speak to someone in the fraud department. The first person I was able to get in contact with agreed with me that this was a fraudulent transaction after looking at the evidence and transferred my call to a colleague. After waiting on hold for XXXX minutes I figured the department was closed and ended the call. I called back to USAA again and got in touch with someone who said they were in the fraud department and informed me that I could contest this claim and again cited the delivery email address not being mine and and the attempted {$1600.00} charge as unusual. After getting off the phone with this representative I was convinced someone had taken this invasion seriously but I was wrong. Today, XX/XX/2019, the provisional credit issued to me has been reversed and my account overdrawn. I again reached out to USAA and was informed that the they " are not able to have this case reopened '' which means I was lied to by the two previous representatives who assisted me.
I work in the financial industry and through this experience I have lost faith in our ability to protect consumers information and the banks themselves.
|
| 09/20/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I used my USAA Visa to secure a rental slingshot shortly after Covid19 restrictions began to lift. The transaction date was XX/XX/20 for {$270.00}. The originally scheduled rental/pickup date was XX/XX/20. Due to the heavy downpours I contacted the company spoke with the XXXX who I recently came to find out was the owner XXXX XXXX and he agreed to reschedule the rental for XX/XX/20. I received 3 calls from XXXX one of which was to apologize because he could not go through with the rental due to mechanical issues and he would issue the full refund. After receiving my credit card statement on XX/XX/20 I immediately contacted the business and was advised the charge was reversed on XX/XX/20 when he called me to cancel. Within 5 minutes of that call I contacted USAA to file the dispute. When I attempted to logon to the website and download their terms and conditions for USAA it was inaccessible and still is. They shut down completely. The phone number is disconnected. I thought I would be protected against something such as this which was the reason for using the USAA card.
USAA in their first letter dated XX/XX/2020 advised We may also contact the merchant for information related to this transaction which I am not sure if that was done or not. If so I never received a copy of the merchants response.
USAA in their second letter dated XX/XX/2020 requested A detailed letter explaining the dispute and A copy of the Credit Transaction Receipt. I immediately provided my detailed letter and a copy of the emailed receipt because the reservation was done online. The receipt does not indicate any language regarding rescheduling and/or cancellation.
USAA in their third letter dated XX/XX/2020 denied the dispute and stated A review of our records indicates that the requested information necessary to continue our investigation into the disputed transaction was deemed insufficient. Based on existing information in our record, there is insufficient evidence to support your claim. As stated the transaction was conducted online. The company called me and cancelled and then closed up. All I had from them was the emailed receipt. What is USAA expecting me to produce? They do not have my signature because I never picked up the rental.
I am a consumer who made a legitimate purchase with a company that was active and closed down without providing the service I paid for.
|
| 11/07/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
IVE ATTACHED USAA PAYMENT HISTORYS FOR ACCOUNTS THAT WERE CLOSED/CHARGED OFF BY USAA. THESE ACCOUNTS HAVE CAUSED A SNOW-BALL CATASTROPHIC PLUNGE TO MY SCORE OF XXXX! MY ATTACHED CREDIT PAYMENT HISTORY WILL CLEARLY DEMONSTRATE HEALTHLY CONSUMER ACTIVITY PRIOR/LEADING TO THE 2020 PANDEMIC. MY UNUSUAL PAYMENT ACTIVITY IS SOLELY DUE TO COVID 'S PANDEMIC IN WHICH I'VE STRESSED TO USAA. IM LABLED AS A HIGH-RISK CONSUMER WHICH IS INCORRECT & FALSE. USAAS UNWILLINGNESS TO TAKE THE TIME TO PHYSICALLY REVIEW MY CREDIT HISTORY INORDER TO MAKE AN ACCURATE AND SOUND CREDIT DECISION PER REQUEST HAS LEFT ME CONFUSED THIS ENTIRE YEAR. HAS CAUSED A BIGGER ISSUE IN REGARDS TO MY CREDIT SCORE. I NEVER KNEW XXXX CREDIT SCORES WERE EVEN POSSIBLE! USAA CONSUMER REPORTING IN 2020 HAS MISREPRESENTED MY TRUE CONSUMER IDENTITY. I UNDERSTAND FINANCIAL INSTITUTIONS HAVE RULES AND GUIDELINES. I TAKE FULL FINANCIAL RESPONSIBILITY FOR MY ACTIONS. I'M LEFT CONFUSED, NOT ONE USAA REP TOOK THE TIME TO LOOK INTO MY CREDIT HISTORY TO ACCURATELY GAIN A BETTER UNDERSTANDING & PERSPECTIVE ON WHO I AM AS A XXXX VETERAN CONSUMER. POSITIVE REPORTING CLEARLY DISPLAYED IN MY CONSUMER CREDIT REPORT PRIOR TO 2020. IVE INFORMED USAA OF MY HARDSHIP '' AT LEAST 6 TIMES A MONTH. BUT IM CONSTANTLY DENIED ASSISTANCE DO TO " NOT QUALIFIED '' TO RECIEVE NOR PARTICIPATE IN ANY USAA AID RELIEF PROGRAMS. BUT, REP REQUEST PAYMENT FOR PAST DUE ACCOUNT. C'MON. MY ENTIRE CREDIT HISTORY HAS BEEN DESTROYED ALL IN 10 MONTHS. ECONOMY DOWN ( SLOWLY PICKING BACK UP NOW ), ZERO AID RELIEF THIS ENTIRE PANDEMIC, WIPED OUT CHECKING & SAVING TO SUPPORT MY XXXX KIDS AS A SINGLE DAD. I COULD CARE LESS ABOUT MY CHECKINGS ANDS SAVINGS ACCT. ITS MY CREDIT I TAKE PRIDE IN. WITH A CURRENTXX/XX/XXXX CREDIT SCORE, THATS AN INACCURATE AND COMPLETE MISREPRESENTATION OF MY TRUE CONSUMER ID. ALSO, LENDERS REFUSE TO GRANT ANY FINANCIAL REQUEST. MY XXXX TODDLERS AND I HAVE BEEN THROUGH LIFE CHANGING EVENTS AND SEVERELY PENALIZED DUE TO CONSUMER REPORTING INACCURACIES. I'VE PLEADED WITH USAA, PLEASE BASE ANY/ALL CREDIT DECISIONS PRIOR TO 2020 WHICH WAS DISREGARDED. AND CONSEQUENTLY, I NOW HAVE " XXXX '' RESOURCES DUE TO INACCURACIES LISTED ON 2020 CREDIT REPORT. AS A XXXX XXXX XXXX VET BATTLING XX/XX/XXXX, AND 11 GOOD YRS BANKING WITH USAA. WOULD HAVE NEVER IMAGINE USAA WOULD CLOSE THERE DOORS ON ME AND MY FAMILY DURING NATIONAL DISASTER
|
| 06/28/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
On XX/XX/2019 I attempted to purchase tickets for a XXXX XXXX concert from a seller on XXXX. The seller sent me a screen shot of the tickets, which matched the description on XXXX and advised that he would transfer them to my XXXX account upon receipt of payment. I used XXXX, which is available within my USAA mobile banking app, to send {$180.00} to the seller 's email address : XXXX. The seller, with whom I was communicating solely via email through XXXX, then stated that he was was not seeing the payment and asked that I try again. I immediately became suspicious, sent him a screen shot of the transfer confirmation from my USAA app, and asked that the seller immediately transfer the tickets to my XXXX account. The seller stopped responding and I knew it was a scam. I promptly called USAA and asked that the transfer be reversed. A ticket was opened to investigate the disputed transfer, but I received an email on XX/XX/2019 stating : " Thank you for your patience while we investigated your Send Money transaction dispute below : Dispute date : XX/XX/2019 Disputed amount : {$180.00} Recipient 's name : XXXX XXXX Transaction date : XX/XX/2019 Transaction amount : {$180.00} Confirmation number : XXXX We've completed our investigation and determined an error did not occur for the following reason : XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. If you have questions or would like to request copies of the documentation or information we used to make this decision, please call us at XXXX ( XXXX ), our mobile shortcut # XXXX or XXXX. We value your business and the opportunity to serve all your financial needs. '' Having now researched the matter further on my end, I understand that the major U.S. banks are all offering and promoting XXXX as a money transfer service, but are failing to provide any purchaser protection. As a result, XXXX has become inundated with scammers and fraudsters. The banks must know this and are failing to protect their customers. I find this unacceptable and ask that the CFPB investigate the matter and take action. There are a number of ways the banks can protect purchasers who use XXXX, including not releasing funds to the recipient until confirmation that goods/services were delivered.
|
| 09/17/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
Older American, Servicemember |
|
My problem is with USAA savings bank I closed the card credit card account and they have charged me with a {$1000.00} debt that I don't owe so they did not close the account right away they have charged to the credit bureaus a complaint that I owed {$1000.00} on this unsecured card which is not true the card that I have with them was a prepaid credit card secured with {$1000.00} of my money in contacting the company when I found out the card had not been canceled and that they were claiming that I owed {$1000.00} for this card I spent approximately XXXX months back and forth on the phone with USAA savings bank and finally had them look through their archives and find that they did in fact have a {$1000.00} deposit in that they put in a CD to secure the credit card when I cleared the card and attempted to close the account the card account they never closed it they didn't close the account right away so there was some charges that came up on the card that I c when I attempted to contact USAA and straighten out this matter they would not address the issue because the phone number that I had when I had that account I no longer had that phone number so even though I verified all of my information could not prove whether they were my charges or not because the card had been closed and the bank account closed for about a year so all documents when I purged my file was drawn away or destroyed they are still claiming that I owe {$1000.00} in credit of debt to them even though I had them go to their archives and find my {$1000.00} that I put down as a deposit to secure this card this credit card was closed or canceled in XXXX of XXXX maybe actually about XXXX of XXXX I found out in XXXX of XXXX that they had not canceled the card and that there were charges that came up on the card being that I could not prove that these charges were not mine I accepted those charges but I continued to ask them to remove the false claim of {$1000.00} from my account and from the credit bureaus I thought that was gon na be done in XXXX of XXXX I saw that they were still claiming that I owed {$1000.00} for this credit card which again was a secured credit card secured by a {$1000.00} deposit that I put down which USAA savings bank put in ACD to secure this credit card my phone number is XXXX my phone number is XXXX XXXX The system is not allowing me to change the phone number
|
| 02/07/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I am filing this complaint for the mishandling of a dispute. I disputed a charge where I did not receive a completed service at a lash studio franchise. After the issue was brought to the managers attention the same day, I showed them my incomplete eyelashes and was given an apology and then advised to come back the next day for the service to be completed free of charge. After the funds were debited from my account the next day, I received a text message from the manager stating that I will now have to pay and because I was not satisfied with her changing the agreement she then told me not to come at all. I disputed this with USAA on XX/XX/XXXX where I received a reversal credit. I was then sent notification to upload documents on XX/XX/XXXX which I did and for some reason they were not received. On XX/XX/XXXX, I got another message asking to upload the documents. This time around I called to see why they had not received my prior documents and if there was a mistake, to which they stated they did not have them. So I proceeded to reupload the documents that included all the back and forth messages where the merchant fully acknowledged agreeing to complete the service and then changes her story as to why I now needed to pay. I also provided pictures of my lashes. As well as a screenshot from their company website detailing that services take approx XXXX XXXX for a full service and every natural lash receives a false lash. In the documents I provided the girl did not even take XXXX minutes.
On XX/XX/XXXX, I got another notification from USAA stating the dispute was not found in my favor and they would do a reversal credit. My complaint is that this case was not thoroughly investigated as I gave more than sufficient evidence. I have also had a prior issue in the past with this bank not properly investigating disputes and was told by a very rude USAA representative over the phone that it was too much for them to go through every single message due to the volume of disputes they have to handle. My question to USAA ; then what is XXXX XXXX of providing this information if the agents are not going to properly and fairly do their job??
This situation is highly traumatizing because not only am I being taken advantage of by scandalous merchants, I also can not depend on my bank who I've entrusted and been with for years to properly handle these issues.
|
| 11/07/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
|
|
Web |
Servicemember |
|
IVE ATTACHED USAA PAYMENT HISTORYS FOR ACCOUNTS THAT WERE CLOSED/CHARGED OFF BY USAA. THESE ACCOUNTS HAVE CAUSED A SNOW-BALL CATASTROPHIC PLUNGE TO MY SCORE OF XXXX! MY ATTACHED CREDIT PAYMENT HISTORY WILL CLEARLY DEMONSTRATE HEALTHLY CONSUMER ACTIVITY PRIOR/LEADING TO THE 2020 PANDEMIC. MY UNUSUAL PAYMENT ACTIVITY IS SOLELY DUE TO COVID 'S PANDEMIC IN WHICH I'VE STRESSED TO USAA. IM LABLED AS A HIGH-RISK CONSUMER WHICH IS INCORRECT & FALSE. USAAS UNWILLINGNESS TO TAKE THE TIME TO PHYSICALLY REVIEW MY CREDIT HISTORY INORDER TO MAKE AN ACCURATE AND SOUND CREDIT DECISION PER REQUEST HAS LEFT ME CONFUSED THIS ENTIRE YEAR. HAS CAUSED A BIGGER ISSUE IN REGARDS TO MY CREDIT SCORE. I NEVER KNEW XXXX CREDIT SCORES WERE EVEN POSSIBLE! USAA CONSUMER REPORTING IN 2020 HAS MISREPRESENTED MY TRUE CONSUMER IDENTITY. I UNDERSTAND FINANCIAL INSTITUTIONS HAVE RULES AND GUIDELINES. I TAKE FULL FINANCIAL RESPONSIBILITY FOR MY ACTIONS. I'M LEFT CONFUSED, NOT ONE USAA REP TOOK THE TIME TO LOOK INTO MY CREDIT HISTORY TO ACCURATELY GAIN A BETTER UNDERSTANDING & PERSPECTIVE ON WHO I AM AS A XXXX VETERAN CONSUMER. POSITIVE REPORTING CLEARLY DISPLAYED IN MY CONSUMER CREDIT REPORT PRIOR TO 2020. IVE INFORMED USAA OF MY HARDSHIP '' AT LEAST 6 TIMES A MONTH. BUT IM CONSTANTLY DENIED ASSISTANCE DO TO " NOT QUALIFIED '' TO RECIEVE NOR PARTICIPATE IN ANY USAA AID RELIEF PROGRAMS. BUT, REP REQUEST PAYMENT FOR PAST DUE ACCOUNT. C'MON. MY ENTIRE CREDIT HISTORY HAS BEEN DESTROYED ALL IN 10 MONTHS. ECONOMY DOWN ( SLOWLY PICKING BACK UP NOW ), ZERO AID RELIEF THIS ENTIRE PANDEMIC, WIPED OUT CHECKING & SAVING TO SUPPORT MY XXXX KIDS AS A SINGLE DAD. I COULD CARE LESS ABOUT MY CHECKINGS ANDS SAVINGS ACCT. ITS MY CREDIT I TAKE PRIDE IN. WITH A CURRENT XXXX CREDIT SCORE, THATS AN INACCURATE AND COMPLETE MISREPRESENTATION OF MY TRUE CONSUMER ID. ALSO, LENDERS REFUSE TO GRANT ANY FINANCIAL REQUEST. MY XXXX TODDLERS AND I HAVE BEEN THROUGH LIFE CHANGING EVENTS AND SEVERELY PENALIZED DUE TO CONSUMER REPORTING INACCURACIES. I'VE PLEADED WITH USAA, PLEASE BASE ANY/ALL CREDIT DECISIONS PRIOR TO 2020 WHICH WAS DISREGARDED. AND CONSEQUENTLY, I NOW HAVE " ZERO '' RESOURCES DUE TO INACCURACIES LISTED ON 2020 CREDIT REPORT. AS A XXXX XXXX XXXX VET BATTLING XX/XX/XXXX, AND 11 GOOD YRS BANKING WITH USAA. WOULD HAVE NEVER IMAGINE USAA WOULD CLOSE THERE DOORS ON ME AND MY FAMILY DURING NATIONAL DISASTER.
|
| 05/08/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Hello, Today is XX/XX/XXXX. I am filing a complaint against USAA bank for a decision made in a payment dispute. On XX/XX/XXXX, I made a payment to a debtor, XXXX, for the amount of {$380.00}. On XX/XX/XXXX, I received my federal tax refund in the amount of {$4500.00}. The tax return was originally {$4900.00} ; however, the IRS made a payment to XXXX on XX/XX/13 in the amount of {$400.00}. I was not aware that this occurred prior to my payment of {$380.00}.
I disputes the charge and a temporary credit of {$380.00} was applied to my account by USAA. I received a letter from the IRS a few days after my payment of {$380.00} stating the deduction of my tax return to pay a debt.
On XX/XX/XXXX, I submitted a dispute request on my credit report to XXXX. I uploaded the document that I had received from the IRS. On XX/XX/XXXX, I received notice about my dispute results from XX/XX/XXXX ; the debt of {$380.00} from XXXX was removed from my credit report, as the debt had been paid.
I received notice from USAA bank on XX/XX/XXXX to submit detailed information regarding the charge by XX/XX/XXXX. If not, then my checking account credit of {$380.00} would be reversed on XX/XX/XXXX.
On XX/XX/XXXX, I uploaded the IRS document to USAA. I called USAA around noon to confirm that they had received the document and if it was sufficient information they needed.
USAA verbally told me that my information was sufficient. They also made a note in my account on XX/XX/XXXX with my request for documentation to a verbal approval. I had made multiple calls ( 3 representatives ) about the information that I provided. During these phone calls, I explained to USAA the document and how it relates to deposits and charges to my account.
On XX/XX/XXXX, my account was debited {$380.00}. USAA had concluded that I had not provided them with sufficient information. When I explained this information to a senior member in their service department, she said that I could send an email to USAA explaining everything that I have to you in this complaint as an affidavit. USAA does not support email as a medium for me to contact them directly.
Im frustrated with their service. I live paycheck to paycheck living in the XXXX XXXX. USAA has disrupted my livelihood and now I must worry whether their investigation into my dispute against their decision will come before the XXXX of the month.
|
| 08/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
In XXXX, during my employment with XXXX XXXX, I opened a checking account ( and very likely a savings account, but not exactly sure ) with USAA and within a very short time they misled me about various aspects of their banking services, which escalated into intense conflict, causing me to close out my checking/savings account ( s ). When closing them, at no time did the USAA representative ever disclose that wording in the membership contract I agreed to ( a veterans only bank ) allowed USAA to keep any of my personal information in their database, as a pretext to keeping my membership in their records. When I received an entirely unexpected email from USAA roughly 7-10 days ago, advising me that my Account Review was complete, I not only had no idea what an account review was-since I no longer had an account with USAA, but wanted to know how USAA got ahold of my personal information, when I understood they were required to purge my personal information from their database, when accounts are closed. When I finally got a manager in the fraud department on the phone ( after 26 attempts ), she advised me that yes, the accounts were closed, but covenants in the contract allow USAA to keep my personal information, as a portal to my membership, which they regard as current ; USAA insists they dont have to honor my privacy rights, because ( by insinuation ) my veterans membership is a lifetime membership. None of this was ever disclosed to me and I demanded they purge my personal information from their database, which USAA flatly refused to do, because of the covenants in the contract. They directly and indirectly insisted that they dont have to honor any members or previous members privacy rights with them insisting they dont care if I file this complaint with you! USAA also admits they dont care if keeping my personal information makes me dangerously vulnerable to the dark web and identity theft, which they admit Im vulnerable to, because of their reckless, unauthorized retention of my personal information! I demand USAA purge my personal information from their database and be fined for deceptive accounting practices, that include failure to fully disclose account closure practices by USAA that are not subject to privacy rights laws and banking industry standardsthat USAA seems to enjoy flaunting, for refusing to believe they will be held accountable.
|
| 04/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I am writing to dispute the recurring finance charges being applied to my account as they are due to a violation of the Credit Card Accountability Responsibility and Disclosure Act of 2009. I have two types of balances : a Promotional Balance Transfer thru XX/XX/XXXX ( currently {$8700.00} ) with a 0 % interest rate. And a current balance of {$1100.00} as a Regular Purchase at a 12.25 % variable interest rate. I have been making payments higher than the minimum required amount, specifically in XX/XX/XXXX and XX/XX/XXXX. I understand per the USAA credit card agreement ( XX/XX/XXXX, page 6 : " How We Apply for Payments and Credits ) " Amounts in excess of the Minimum Payment Due are applied to the balance with the highest APR ''. USAA is not applying payments and credits made in excess of the minimum payment to the balance of the highest interest rate balance. Instead, they are paying off my 0 % Promotional Balance and allowing for the Regular Purchases balance to maintain and continue to charge me finance charges each month.
I understand that it is important for me to pay off the balance transfer before the promotional period ends to avoid accruing interest. However, I also believe that it is unfair for me to be charged finance charges on the higher interest rate balance when I've been making payments in excess of the minimum amount due in order to pay off the higher interest rate balance.
I've made several calls to USAA to rectify and resolve this issue. In XX/XX/XXXX, XX/XX/XXXX, and now XX/XX/XXXX. Once, I was given a courtesy credit but they continue to charge me monthly finance charges. USAA representatives stated that finance charges will continue until the balance is paid in full. They identify " balance as the total balance which is both the Promotional Balance and Regular Purchases '' yet they keep applying all payments to the Promotional Balance, leaving the Regular Purchase Balance the same which allows for the monthly finance charges to continue.
USAA should adjust my account to reflect the application of any amount in excess of the minimum payment from XX/XX/XXXX thru all future excess minimum payments to the highest interest rate ( Regular Purchase Balance ) both in accordance with the Credit Card Act of 2009 and their very own USAA Credit Card Agreement.
Please note : I have stopped and will no longer use a USAA credit card.
|
| 01/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
While I was on a XXXX XXXX flight to visit my parents in XXXX, TX ( with my credit card on my person ), 3 fraudulent transactions were made at " XXXX XXXX XXXX XXXX XXXX '' with my credit card in the amounts of XXXX, XXXX, and XXXX, respectively. This was on XX/XX/XXXX.
I received a call later that night from my hotel room alerting me to the fraud, and when I checked my statement, sure enough, there were 3 purchases that I definitely did not make on my statement. I called to verify that yes, they were obviously fraudulent -- I was in XXXX, Texas. I thought that was the end of it.
Later, after arriving home from XXXX, I got another call from USAA, my credit card issuer. They asked for more details around the transaction and told me that it was a chip transaction. I told them this seemed weird to me, as I thought chip transactions were not supposed to have this problem. The lady agreed and seemed very cold and suspicious.
I said that I didn't know what happened but my credit card was with me the whole time and my family saw me not only vent about the fraud and how I would have to change my credit card number, but also saw me with my credit card on multiple occasions.
After telling the investigator I was sure it was fraud, she took some time to do her investigation. On XX/XX/XXXX, the same investigator called me back explaining that it was impossible for there to be fraud with a chip card. She said the investigation ruled against me. I said that didn't make sense because I wasn't there and didn't know anything about it and eventually started crying ( I'm saving up for a house and it was a lot of money ). She got uncomfortable, then angry, and hung up. She did not show any empathy through any of this.
After researching my options, I called USAA to start an appeal process to the decision ( on the same day ) and also looked into hiring a lawyer. I will wait for the appeal before hiring a lawyer since they're expensive and a pain -- I really just want the whole thing to go away which was supposed to be the point of " XXXX fraud liability '' as the bank advertises on the card. I always use my credit card instead of my debit card in case something like this happens and am very disappointed that despite what I was told in school and by parents, this card seems to offer no protection from fraud. I am disappointed, sad, and angry. I feel deceived.
|
| 12/20/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
XXXX this the ongoing dispute, that I been having with my NSF fees, and no one called me sent me a letter nor email during, that time. Now I do n't work for XXXX and I believe I sent my response to them via letter, but they never received it go figure.
WITHIN 60 DAYS I GOT RIPPED OFF BETWEEN XXXX TO XXXX DOLLARS I CAN EVEN GO AS FAR AS 90 DAYS EVERY SINCE THIS HONORABLE VETERAN LOST HIS JOB IN NORTH DAKOTA BASED UPON A FAMILY HARDSHIP.
MY XXXX COMPLAINT TIRED OF USAA ( profanity used ) ME ON NSF FEES UP TO XXXX DOLLARS IN THE LAST FEW MONTHS THEY KNOW I AI N'T MAKING CLOSE TO XXXX GS A MONTH. NOW THAT I AM ON PENSION AGAIN WAITING ON MY HARDSHIP UNEMPLOYMENT ITS BEEN AN ORDEAL, BUT XXXX CAN TELL AT THE END OF THE FISCAL YEAR OF XXXX I LOST ABOUT XXXX GS IN GROSS INCOME YOU DO N'T SEE ME SMILING THESE DAYS.
USAA HAS BLATANTLY DISREGARD, AND DISMISS ME AS THE CUSTOMER WITH XXXX NEGATIVE OF BANKING HISTORY. THEY HELD MY CHECKS I DEPOSITED, AND MY VA CHECKS AND WHEN I HAD TO PAY A BILL OR EXPECTING AN IRS REFUND THEY HELD THAT CHECK TOO UNTIL I WENT NEGATIVE, AND THEN RELEASED THE MONEY IN MY ACCOUNT AFTER RIPPING ME OFF OF FEES FOR LAST 60 DAYS FROM XXXX, AND XXXX I AM GOING TO FIX THAT TODAY.
Product Bank account or service : Checking account Issue Problems caused by my funds being low They did not address a XXXX thing accept these people are working against me, and try to jack my VA money, and Income taxes due an owed to me. They would do business with the XXXX XXXX XXXX XXXX corporations. In regards they think they can XXXX my money, and abuse my money while I am asleep or not watching my accounts while USAA secretly use their members money on the securities, and commodities on the international stock exchange.
No one is my DAD I have only XXXX father, and that XXXX dollars of a so called refund is n't good enough they are in cahoots with those trying to sabotage my accounts. Things were different when I was on top in North Dakota, but now they treat me as a second class citizen. They even turned down my application when I was trying to get a XXXX job. I got back stabbed by them XXXX. I want all my NSF 's credited back to me from 120 days ago, and I been out of work since XXXX 2015, and I was prevented by USAA to pay my bills effectively to even have successful transfers.
This is my response to I do n't agree with USAA at this juncture.
|
| 01/15/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American, Servicemember |
|
FINANCIAL TERRORISM!
HUGE, I MEAN REALLY HUGE CLASS ACTION : SENDING EMAILS TO AS MANY CLASS ACTION LAW FIRMS AS I CAN, POSTING ON SOCIAL MEDIA EMAILING SENATORS ETC.. with proof.
USAA Complaint : refuses to provide a full accounting of the Balance they allege I owe. Like all the statements from XX/XX/XXXX, which is the date USAA claims the account opened. I have no way to legally challenge the amount without the complete accounting and they know this. I have been trying to get this information for years, requested 5 times to date. ( 9 Violations ) I am also disputing the date of last activity of this account. USAA has been reporting the date of last activity as XX/XX/XXXX. This is not accurate, the date of last activity was XX/XX/XXXX. Meaning USAA has continually verified all information as being accurate when in fact it was not. ( 12 Violations ) USAA also reports this account as a recent charge-off ( CO ) every single month since it was initially charged off in XX/XX/XXXX, misleading potential creditors. ( 162 Violations ) RETALIATION & FRAUD : USAA has been deliberately causing harm to me in retaliation by re-reporting this account as a charge off every single month for the last 5 yrs. By doing that, creditors and the credit bureaus score this account as being newly charged off, which drops a person 's score far more than an account that was charged off 5 years ago as this was.
Previously, once an account is Charged off ( CO, the following months would be reported as NR= ( Not Reported ) I have discussed this fact with 3 separate underwriters in the Mortgage industry. USAA does this to cause deliberate harm and this method was approved by their CEO XXXX XXXX and likely other board members. USAA literally creates a command for charged off accounts to continue to report each month, as a result my credit score is over 100 pts lower than what it actually should be.
Note : I have dozens of examples how previous charge offs were reported with myself, family members, friends and relatives. I have spent dozens of hours researching others who have had charge offs in the past.
What is their motive, everyone makes more money when borrowers have lower credit scores. The banks can charge more, so can insurance companies, and all financial institutions. Further, it forces Americans to purchase credit bureau memberships, just a few of the motives.
|
| 01/19/2024 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
I use USAA bill pay. I set up my payments as usual. I typically allow XXXX " buffer Days '' from the actual bill due date to account for any delays in processing. I set up a payment to pay my XXXX XXXX credit card. The payment was taking a bit longer and when I checked it was not deducted from my account in the usual time frame. when I opened my billpay transaction information, it stated a physical check was mailed on XXXX XXXX for a XX/XX/XXXX bill. As I made several inquiries it was found that XXXX transactions was doing the decisioning of ACH vs physical check. I was double checking if a check would be sent by default and if there was any processing error that would have chosen this method. The answer shocked me, it is up to XXXX card to provide how they want to be paid, and that there is logic that states if it is a " small amount '' pay by ACH, and if it is a " large amount '' pay by physical check. 1 ) I did not get a notification on USAA side ( text box ) this payment may be delayed as it will be sent via a physical check, you may want to choose a different method of payment to ensure you do not incur and fees or penalties. 2 ) I believe this is predatory lending, how can I know if I typically only charge XXXX /mo that a XXXX charge would follow a different payment method ( taking much longer ) and be set up to be delivered late and charge fees purposely on a larger amount. I believe a customer would not be able to randomly adjust the payment time without the knowledge up front that the payment is going a different pathway. I find fault with USAA to allow this option, and to not give notice/option to cancel a payment by providing this information while you are in the process of setting up a payment. the stages in payments for billpay, are processing, and then a physical check was sent, which happens after a time.other people may not have put XXXX and XXXX together because some payments go through and some are delayed, ultimately giving up and paying online or in the store ( simply not using the service ). I would like to see a blurb/text box pop up if a company does different payment methods and what the terms are in advance of setting up a billpay. it is not enough to send a physical check with XXXX business days to get mailed, processed and credited, which is what the XXXX decisioning is set to for XXXX payments from USAA. Thank you
|
| 06/25/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American |
|
XX/XX/XXXX the two credit cards used on line for deliveries ( I am XXXX XXXX needing supplies for survival ) XXXX & USAA both had UNAUTHORIZED TRANSACTIONS of {$8000.00} Not ordered from my phone IP Address & OR Items charged Not Delivered. XXXX XXXX Data Breach Confirmed my data was exposed. Mail fraud occurred see attatched CRIMINAL INVESTIGATION UNITED STATES POSTAL INSPECTION LETTER dated XX/XX/XXXX USPS ( DELIVERIES NOT MADE. ) See attatched FTC ID Theft case XXXX. * ( BANKS ARE NOT WCAG ADA 2.1 COMPLIANT PER FERERAL LAW* ) See Police Report. See XXXX Confirmation XXXX Reported Disputed NOT FIXED. XXXX ACCOUNT XXXX USAA ACCOUNT XXXX & USAA ACCOUNT XXXX ( Despite written requests, the unverified original signatures for deliveries made into my hands & signatures of contract application still remain on my credit report in violation of Federal Law. Federal FCRA Law requires a copy to be held on file. XXXX is required by law to VERIFY that this information is mine and correct having recieved items charged. In results of investigation you stated these items " VERIFIED '' being " REPORTED CORRECTLY "? ) Who verified these accounts? XXXX has Not provided me a copy of any original signatures deliveries made into my hands or contracts of application as required under SECTION 609 a1A & SECTION 611 a1A. Furthermore XXXX has ( failed to provide method of verification as required under section 611 a 7 ). XXXX please be advised under SECTION 611 5 A of FCRA - you are required to .... " promply DELETE all information which can not be verified '' The law is very clear as to civil liability and remedy available to me ( SECTION 616 & 617 ) if you fail to comply. I DEMAND THESE ACCOUNTS BE VERIFIED WITH ORIGINAL DOCUMENTATION of delivery made into my hands and all application contract signatures. ** XXXX DATA BREACH OF XXXX NOT EXPOSED UNTIL XXXX PROBABLY CAUSED THESE BANK FRAUDS. PER XXXX BREACH SITE MY DATA IS ON DARK WEB FOR FUTURE FRAUD ALSO & XXXX HAS NOT PROVIDED ANY RELIEF OR RESTITUTION. MILLIONS AMERICANS WERE EXPOSED. WHY IS XXXX ALLOWED TO HARM SO MANY WITHOUT ANY REPERCUSSION OR RESOLVE? American CONSUMERS & BANKS LOSS BY XXXX IS NOT RESOLVED ( 3 ) THREE YEARS LATER. WHY ARE THEY ABOVE THE LAW? I AM XXXX ON XXXX XXXX AT HOME AMERICAN TAXPAYING CITIZEN OF XXXX YRS LOSS OVER {$8000.00} TARGETED BY PROFILE NO PROTECTION. & NOW VIRUS??
|
| 05/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I have already filed 2 complaints with USAA, and I filed one complaint with the FDIC, who referred me to Consumer Finance.gov. The FDIC stated they forwarded my complaint to your department. On XX/XX/XXXX, while my wife was sick with XXXX and Flu-B she transferred {$1100.00} into our USAA account XXXX XXXX, XXXX our XXXX bank account so I could pay our auto insurance bill with USAA. Also on the XXXX she unwittingly answered a spam call and quickly hung up. Later that same day someone named XXXX XXXX recived {$1000.00} out of our USAA account. Neither my wife, nor I know this person, and we did not approve this transaction. On XX/XX/XXXX, when I went to make our insurance payment, I noticed this money missing as well at other transactions which had occurred earlier in the day on XX/XX/XXXX : a transfer of {$1100.00} into our USAA account from we don't know where/ or who ; then four more XXXX transfers out of our account to people we do not know and obviously did not approve, {$200.00} to XXXX XXXX XXXX {$230.00} to XXXX XXXX XXXX {$500.00} to BrynGarrity, and {$570.00} to XXXX XXXX. Again we do not know any of these people, and did not authroize these transactions. When I spoke to a lady in the fraud dept for USAA she told me the transactions were initiated from my wife 's phone and were under an IP address associated with our physical address. She said the memo line stated 'puppies, ' and that this seems like an issue I'd need to take up with my wife, insinuating my wife used our auto insurance mone to purchase puppies. When I told the lady my wife did not spend money on puppies, that we already have dogs and have no desire for more, she became argumentative and insisted my wife is the cause of the missing money. She also stated USAA is not going to take responsibilty for the money their faulty security system allowed to be stolen from my account. Another customer service person I had spoken to previously stated this is a common problem through XXXX and banks can barely stay ahead of the criminals. Why do I have to go through insane security to speak to someone in customer service, but some criminals can easily steal money from my account? Then why is that theft blamed on my family when I, and my wife, are willing to sign an affidavit stating we did not authorize those transactions. Documents from USAA I received refernce claim # XXXX & XXXX.
|
| 01/14/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
In XXXX of XXXX I went to my local bank branch to effect a balance transfer which would pay off my Visa account at USAA and create a new Visa account at my local bank ( for which there was an incentive of getting six months without interest ). The payment from my bank to USAA was rejected as having the wrong address. After additional attempt was made to effect a balance transfer, I requested an e-mail from USAA with the verified payment address, which they provided. This was the very same address which I had provided to my bank the first time I attempted to transfer the balance in question. After a 3-way call with myself and representatives from both my bank and USAA was held to determine exactly what was required to do a balance transfer, a final attempt to effect a balance transfer was undertaken in XXXX of XXXX and again USAA rejected the payment from my bank stating that the full account number of the USAA Visa account was needed. My bank XXXX XXXX XXXX XXXX XXXX XXXX assured me that the entire account number was provided to USAA via ACH information but was never included on hard checks due to security concerns. Nevertheless, USAA again declined the payment and seems to contrive multiple and various excuses to decline any attempt to effect a balance transfer from my bank.
Ultimately, I have declined to make further payments on the account pending a resolution of the issue because I believe USAA is deliberately obstructing my attempts to close out my Visa account with USAA. I have communicated my position to USAA in that regard but they have now begun harassing me with collection calls on a daily basis.
My bank assures me that they have provided all the required and customary information for transactions of this type to USAA. USAA, however, continues to claim that additional or different information is required or that the information needs to be presented to them in a different form. In short, they are refusing to accept a balance transfer as payment against my account and doing so without justification, which has cost me over 15 months ' worth of interest ( a total of over {$1000.00} ). I have spent considerable number of hours making multiple trips to my local bank branches, making phone calls, and participating in online help chats until I am simply unable to continue pursuing this myself because nothing I do changes the outcome.
|
| 01/28/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
It is my belief based on the conversation and the fact that USAA has canceled my account ending in XXXX and refused to do business with me because someone has done fraud on my account using my ID and other documents. It is my belief that the fraud event occurred between XXXX and XXXX. I have been going through XXXX XXXX and homelessness and am currently in a safe place to address the situation of my life. The fraudster may have used an auto insurance policy and other documents. I have contacted the USAA fraud dept. several times over the month of XXXX. They have said that they would contact me but have not. They know malicious activity has happened on my account. Instead of informing me they have chosen to alienate me without explanation. I have been a member/shareholder of this company since early XXXX.
I went through the online verification process and In XXXX of this year I spoke to a representative in the fraud dept. I was given a fraud dispute number ( XXXX ) and the representative said someone would be reaching out to me, however, I have not gotten a response as of this date. I called back and then I was told that USAA was exercising its right not to do business with me and that I should check my Credit report for suspicious activity. I can not get USAA on the phone to at least tell me what happened on my account thru them. I have submitted my ID and my phone number and tried to work this out, but they have become unresponsive to me. The fraud happened to me on my account, and I am being punished for something I did not do. Furthermore, I can not protect myself because I don't know what actually happened.
USAA is only concerned with protecting itself from being liable and not helping me with the situation forcing me to deal with this on my own by blacklisting me. I have to sign declarations involving another person in order to get products and services from other companies which I believe is due to these events that occurred without my knowing. I have done nothing wrong and will take a lie detector test or fly in person to the executive branch of USAA with my identity documents. I would like justice.
I also did not receive any money from my subscriber account as I am a shareholder of USAA and should have some say in how things go or get a phone call to explain what happen. I can not update my phone number, email, or address.
|
| 05/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
I am a veteran and I work for the XXXX XXXX XXXX XXXX . In 20 15 I was placed on FMLA ( medical leave ) due to the XXXX of my XXXX XXXX . Because I was unable to work I became delinquint on my car loans through USAA. When I became delinquint USAA blocked all access to mu checking accounts. USAA is an online bank and is refusing to let me access my accounts online and through the USAA app. USAA is holding my checkin g accounts hostage until I fix my car loan theough them, but I need to se e my checking / savings accounts in order to make proper financial decisions. When I contacted USAA to work out a financial remedy to catch up on the auto loan they refuse to give me access to see and monitor my accounts, until I pay them what I owe. I can not get bank statements online or monitor my checking or savings accounts for almost 2 years. I know of no other online financial institution that completely blocks all online banking due to the account holder falling delinquint, which in turn prevents the account holder from making any accurate financial assessments, monitor for inaccurate account activity by USAA, or even regain financial stability after a huge medical setback. USAA claims to be there for veterans, but as I am a veteran I have seen nothing but borderline illegal debt collection practices and a 2 year attempt to completely block me from seeing my checking and savings account. When I attempt to log on via the USAA app or online banking I am denied for security purposes. When I call the security department they do not give me access to my accounts they only direct my calls to the debt collection department. When I ask the debt collection department for access to my accounts so that I can see my checking and savings to manage my finances I am told by debt collection that I will not get hose privelges back until I pay USAA what is owed. When I tell them th at keeping me blind to all my monitary accounts does NOT allow me to make accurate financial desicions I am deny the right to online banking from USAA which is an online bank! The only branch is inTexas and I live in Ohio. I want access to my online bank accounts, bank statements, and the ability to see and use the online banking tools to serve in my financial recovery, pay my bills, get groceries without operating financiall y blind, even if I owe USAA money.
|
| 04/25/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I used to do all things financial with USAA. I had an EDUCATIONAL IRREVOCABLEFOR {$25000.00}. This trust account was set up in my name XXXX XXXX XXXX and the trust was for my son XXXX XXXX. I and only I would be in charge of trust monies until XXXX reached age XXXX. If educational funds are still available ( in 2020 ) then money will be distributed as I see fit to XXXX ( my son ) and my XXXX grandchildren as well.
Every time I have attempted to find out what on this earth is going on with Trust through USAA, the guilty thief of my sons trust gets a elder abuse restraining order and therefore halts my right to go against her financially until order is up. USAA has treated myself and this rather spend major error on there part, its a dis tase. My grandfather was an original CHARTER MEMBER of USAA. At this point I need to know exactly what and how and whom to deem financially and criminally responsible. I learned that my mother, XXXX XXXX XXXX is, in fact, responsible for identity theft, for forgery, and I am sure a sleigh of other charges. She apparently did this trust change with one simple fax stating the I ( XXXX XXXX ) was removing myself ( irrevocable means can not be altered in any way ) from MY SONS, educational trust, replacing myself with my mother, for absolutely no good reason. At which point as soon as she is granted access to the trust she electronically has the entire amount of XXXX transferred into her private/personal bank account, and promptly spends every dime on herself, XXXX, XXXX. Not only did trust go missing, XXXX gained access to all my email addresses, and locked me out of all of them. She posed as me and closed, borrowed, spent, traveled, all on stolen money from mine and my sons Banking and trust account. I have been unable to view my old statements from USAS due to fact XXXX XXXX keeps intercepting my phone calls, my mail, my emails? I am currently and in recent past attempted to file identity theft, among other charges, against XXXX. She has with ill intent kept my private and personal documents, birth certificate, SS Card, car title, my sons same info. I changed address several times, she keeps changing back!! So, this is my first USAA rather LARGE AND IMPORTANT dispute. Its not ok to steal, make false allegations to obtain the law to be there muscle in illegal behavior. I have 2 other disputes, seperatly
|
| 10/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
Yesterday, XX/XX/XXXX, I made a payment in the amount of {$200.00} to my credit card. My credit card has a limit of {$250.00}. I used an external account, which is an account that is not in the bank where the credit card is associated. I have made my payments on time for more than two years. I have not had any returned or bounced payments. I have used two external accounts to make payments for this credit card for over two years. Today, XX/XX/XXXX, I checked online to ensure that my balance reflected the payment I made yesterday and it did not. My balance still showed the same amount as before and there was a statement under my account stating that " available credit will update on XX/XX/XXXX ''. I pride myself on keeping my credit usage below 30 % so every month before my statement is released and before the bank reports to the credit bureau, I ensure that my balance is paid to at least 30 %. It is extremely disappointing that I have shown loyalty to a financial institution that is treating me like this. I feel like I'm being punished for using my credit card and paying it off every month. I was told by one representative, XXXX, that it could be due to me making irregular payments ( {$50.00}, {$170.00}, {$200.00}, etc ) that my account was flagged and my funds were placed on hold. I escalated the call and spoke with a supervisor XXXX who told me that it was likely that my payment was being verified and that my payment of {$200.00} in contrast to the balance on the account at the time of {$240.00}, caused the account to be flagged and the {$200.00} placed on hold. Again, I have used this external account for over two years so I'm not sure why it was flagged. It's extremely frustrating, stressful, and disappointing. I expect more from USAA and right now I'm not getting more. I'm getting stress, headache, and sadness. If my credit score is lowered because my credit utilization is high from USAA not applying my payment, I will be extremely upset I worked really hard to increase my credit score and maintain good credit over the years. Even if that's not the case, even if the payment is applied but the monies are just not available to me that is still an issue. USAA is not being reliable right now and not showing support to me, who has been a loyal customer in banking, investments, and insurance over the years. I'm really hurt by this.
|
| 03/23/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Date -XX/XX/2019. USAA restricted any acces available to view and make transactions from my checking account, they restricted my debit card also. All of this without notice, I called them the same night and even the next day, they assured me it would get resolved within 3 business day, they did not provide me with any other information as to why they did this without notifying me. When I called on Friday XXXX XX/XX/2019 I spoke to a male usaa customer service rep and I then expressed my concerns with being able to purchase groceries for my XXXX small children and gas for my vehicle He then sated you will be able to use your debit card so I asked him for my avaiobalance in which he said XXXX ( I dont recal exact amount but it was over XXXX. I knew this was correct because my check from work had been deposited the previous day. When the call ended I was upset but at the same I felt ok since I was still able to use my debit card to take care of my kids and transportation needs. As I left work for the day I realized I needed gas to complete my 1 hour and 30 minute commute from work to home. My card was declined at the gas station, I called usaa again and a lady on the line stated that the information was incorrect my card was also restricted.i was shocked and very upset, I depended on this company and trusted their word. Now I was left stranded far from home, I called several times even reached out to them on social media via messenger. They could not help me at all, and suggested I call friends in the area to loan me money.. I dont have family or friends nearby..I even begged with the representative to at least allow more use XXXX $ ( of my own money ) to at least make it home..but they cold not help me..I waited for a resolution and nothing..they basically said I was on my own and had to figure it out myself..I was left stranded and without any access to my own hard earned money or available friends or family to help me out. I was forced to beg for money from complete strangers for me to get home. I am a XXXX veteran diagnosed with XXXX, XX/XX/XXXX as a result of a deployment in support of XXXX XXXX XXXX. This situation heightened my symptoms and I now that I am home with my kids, I am being forced to sell personal belongings in order to purchase food for my kids. All of this because I trusted USAA and left my money in their hands.
|
| 09/21/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
I sent this complaint through occ.gov which they said they would forward to CFPB but I have n't heard anything as of XXXX XXXX, XXXX : Complaint filed with occ.gov XXXX XXXX, XXXX On Saturday, XXXX XXXX, XXXX I went into my accounts oline to balance my XXXX checkbook. I noticed an amount paid on one of my USAA credit Card from my USAA Checking Account. I had set up an automatic payment to be made of {$500.00} on the due date. However, they instead debited my checking account for {$310.00}, paid to the credit card.
I sent an email through their website on Saturday at XXXX CDT. I received a response on XXXX XXXX, XXXX at XXXX CDT from XXXX XXXX , Member Relations Advisor. It was a generic response that said they would look into the issue : " Your email regarding your account payment was received by CEO Member Relations. We regret any frustration this situation caused you, and we assure you that making processes easy for members is a top priority for USAA. Our business specialist will review your account and will follow up with you directly within two business days. We appreciate the opportunity to address your concerns. '' 48 hours later, on XXXX XXXX, XXXX at XXXX I asked for a response. I included a letter to the CEO XXXX XXXX, relating some of the many problems I have been having with this bank, including this latest problem. Most of the problems are related to the online payment system not working or being inflexible on internal USAA payments to the point that I believe they are forcing members to only pay the minimum amount on their USAA credit cards. Other bank cards can be paid reasonable flexibly : i.e. before the due date, multiple times per month and amounts more than the minimums.
I received a response on XXXX XXXX, XXXX at XXXX CDT. Also very generic : " Your letter addressed to XXXX XXXX was received by CEO Member Relations. Our business specialists will review the issues you raised, and we will follow up to ensure you receive a response. Please know we remain committed to providing excellent member service. '' I sent a response today, Friday, XXXX XXXX, XXXX at XXXX telling them that because I had not received a solution or answer from them in the time they stated, I would file a complaint with occ.gov.
XXXX/XXXX/XXXX : Attached is a screenshot of one of many error messages I get everytime I try to do my banking.
|
| 05/03/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I contacted my bank, USAA, to set up an auto loan to purchase a new vehicle. The rep was helpful and set everything up while we were on the phone. As part of the process, the rep offered " Total Loss Protection '' on the loan for {$290.00}. I stated I wasn't sure if my auto insurance ( also through USAA ) already had Total Loss Protection coverage on it, but the rep assured me I could " call in and cancel '' the Total Loss Protection at any time within 60 days and it would be refunded immediately if I had coverage / did not want it. I was told the {$290.00} for the Total Loss Protection could not be put on the loan, but would need to be payed upfront, on a credit card. After being reassured, again, that the {$290.00} could be easily refunded with a " quick phone call '', I went ahead and authorized the payment.
I picked up the vehicle on XX/XX/XXXX, checked my insurance coverage shortly thereafter, and found my auto insurance plan did indeed offer Total Loss coverage. I called USAA to cancel the Total Loss Protection on the loan and request a refund. After 58 minutes and multiple transfers, I was told canceling the Total Loss would not result in a refund to the credit card I paid with. I was told once I provided a written request, {$290.00} would be applied to the back-end of my auto loan. I let USAA know this was not what I had agreed to, and was not pleased. They reviewed the initial call with their rep, acknowledged that she did " perhaps '' misrepresent the method of refund, but would do nothing to rectify the situation.
Thus began an epic battle to even obtain the {$290.00} principal payment ( which, as of this writing, I still have not seen ). Multiple phone calls ( many of them an hour or longer ), online " chats '' with reps, broken email links, faxes sent, and hours wasted. I have never seen such obstacles placed to obtaining a refund for an unwanted and misrepresented product. In the 13 years I have been a member at USAA, I have never experienced such rudeness ( and at times, such thinly veiled hostility ) as I have over these last few weeks in dealing with this.
All I asked was for USAA to do as they said : initially, the expectation was for a " quick and easy refund '' if I cancelled the Total Loss Protection ; now I am just hoping for the " principal payment '' on the loan in the amount they owe me.
|
| 07/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I purchased a two day ski pass from XXXX XXXX ( XXXX ) for {$350.00} to be used between the dates of XXXX at XXXX XXXX XXXX XXXX I was able to use the first day as intended but XXXX closed all resorts for the season across the XXXX on XX/XX/XXXX due to the rise is COVID-19 cases and I was never able to use the second day. XXXX set up a webpage to request refunds which I utilized but I was told that it would take up to 12 weeks to see any sort of resolution. I didn't consider this an acceptable timeframe so I filed a dispute with USAA ( the credit card issuer ) on XX/XX/XXXX. Note that while I did not receive any further correspondence from XXXX regarding my utilization of the refund webpage ( and still haven't ), they only ended up offering customers the ability roll the unused days into a pass next year instead of issuing refunds to the method of payment.
Regarding the dispute, I provided USAA with the public statement that XXXX XXXX closed on XX/XX/XXXX, as well as the invoice for the tickets purchased. The dispute was revoked and when I inquired I was shown proof provided by XXXX that I used the ticket on XX/XX/XXXX. I told the customer service rep that I mistakenly entered the full transaction amount and that my intention was to recoup half of the ticket value ( {$170.00} ) since only half of the days promised were used. The rep noted this in the dispute but I was again contacted by the bank at a later date and told I need to provide further proof of correspondence with the merchant ( for which XXXX did not provide a carbon copy of when the refunds webpage was utilized ). XXXX is notorious for poor customer service and they are currently engaged in a large civil suit with pass holders over this very matter so I would really prefer to not continue interacting with them for something that I do not consider to be an acceptable resolution ( unused days rolled into a pass next year ) nor a good use of time and energy.
Bottom line, I was promised 2 days of lift service by XXXX and only provided 1 day of their own volition. I am seeking a method of payment refund of {$170.00} for the 1 unused day which XXXX is publicly refusing to do for their customers with unused days and USAA is being extremely difficult about issuing a chargeback for a service that was very clearly promised, purchased and not provided by the merchant.
|
| 08/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
I want to request assistance and file a complaint against USAA federal Savings Bank for refusing to close my accounts with the Bank. Since XXXX, I have been trying to close my USAA and bank account and been running into a number of issues. Every time my bank accounts with USAA have been closed, a few months later, they are reopened by a fraudster in violation of bank rules and regulations.
In XXXX and XXXX, I called USAA many times and expressed my desire to terminate my business relationship with them and close my bank account. Each time, they stonewalled me and tried to talk me out of it. I had to file a complaint with the Consumer Financial Protection Bureau against USAA for refusing to close my bank accounts, Reference number XXXX. Finally on XX/XX/XXXX, I sent a certified letter to USAA by XXXX ( tracking # XXXX ) requesting that all my accounts be closed. On XX/XX/XXXX, I followed up by calling USAA about closing my USAA membership # XXXX and bank accounts. USAA finally agreed to close my accounts. After my accounts were closed, they sent me XXXX bank checks ( XXXX check for over {$2000.00} and another check about {$1000.00} ) which I deposited into my XXXX XXXX checking account o/a XX/XX/XXXX. I XXXX have about {$4000.00} missing from my checking account with XXXX XXXX.
A few months later, I noticed that the USAA checks were mysteriously missing from my checking account with XXXX XXXX. I quickly reported the matter to the XXXX XXXX XXXX in XXXX GA which they investigated. Prior to being missing, the checks were processed, cleared, and the money deposited into my checking account. In about 10 days, XXXX XXXX was able to locate the checks within its system and sent a copy of the checks to my email. Again after a few months, the USAA checks mysteriously disappeared again from both my checking and email account. They have not reappeared since then and the bank personnel are uninterested in helping me find those XXXX checks from USAA. Their responses are : we dont know where the checks are or We cant find them.
In the meantime, USAA is sending me bank detailed information as if I have an unauthorized bank account with them. Im afraid to call USAA but Im concerned that my bank account with USAA has been illegally reopened by a fraudster with the missing money in it. This is a violation of trust and banking regulations.
|
| 09/19/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA Savings Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX Re : Acct # XXXX To Whom It May Concern : This letter is regarding account # XXXX, which you claim I have a {$5100.00} charge-off. This is a formal notice that your claim is disputed.
I am requesting validation, made pursuant to the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, along with the corresponding local state laws. Please note that I am requesting " validation '' ; that is competent evidence bearing my signature, showing that I have ( or ever had ) some contractual obligation to pay you.
Please also be aware that any negative mark found on my credit reports ( including XXXX, XXXX and XXXX ) from your company or any company that you represent, for a debt that I don't owe, is a violation of the FCRA & FDCPA ; therefore if you can not validate the debt, you must request that all credit reporting agencies delete the entry.
Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports.
Failure to respond within 30 days of receipt of this certified letter will result in small claims legal action against your company at my local venue. I will be seeking a minimum of {$1000.00} in damages per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) 4. ) Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b ) Please Note : This notice is an attempt to correct your records, and any information received from you will be collected as evidence should any further action be necessary. This is a request for information only, and is not a statement, election, or waiver of status.
My contact information is as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX P.S. Please be aware that dependent upon your response, I may be detailing any potential issues with your company via an online public press release, including documentation of any potential small claims action. I am also including a copy of my complaint to the organizations below : Cc : Consumer Financial Protection Bureau Cc : Attorney General 's Office XXXX XXXX XXXX XXXX XXXX
|
| 07/16/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Traveler's check or cashier's check
|
|
|
Web |
Servicemember |
|
I ordered a Cashier 's check over phone with USAA on Wednesday morning XX/XX/XXXX for {$15000.00} for a new car purchase. I had additionally paid the extra fee for 1-2 day expedited shipping The money was debited from my account that same morning Wed XX/XX/XXXX and I received an inbox notification of the Cashiers ' check transaction on XX/XX/XXXX. The inbox notification states " to request a tracking number or to obtain a copy of the authorization, please allow one business day, then log on to usaa.com, our mobile app or call us at XXXX. '' By Friday XX/XX/XXXX, I had not received any notice of a tracking number on the mobile app or USAA.com. I contacted USAA by phone Friday morning XX/XX/XXXX to request a tracking number for the check. I was told they have no tracking number and they did not have any record of the check, but they did not see any errors and that everything was fine and they will put a note on my account that I called.
I contacted USAA by phone Friday evening XX/XX/XXXX. After almost an hour on the phone, I was provided the same information, there is no recored of a check, and they can not provide a tracking number, but I should get one by Saturday XX/XX/XXXX.
Saturday XX/XX/XXXX, I have not received a tracking number. I call the XXXX number for the third time. Again, they can not provide a tracking number, there is no record of a check, and they dont ' even have a check number. I was placed on hold multiple times before being told I was being transferred to a manager. After being on hold for another XXXX mins waiting for a manager, the call was disconnected from their end.
- XX/XX/XXXX {$15000.00} was debited from my account for Cashier 's check that was supposed to be shipped in 1-2 days business days and a tracking number would be provided per their disclosure.
- As of XX/XX/XXXX, USAA can not provide a tracking number, they can not provide a check #, and they can not provide any record of a check being produced.
- Based on USAA policy, a cashiers check can not be cancelled for 90 days.
- So based on their own policy USAA is holding {$15000.00} of my money for 90 days that they have no record of.
- {$15000.00} is missing from my bank account, and USAA has no record of it. I've contacted USAA support 4 times in two days, been provided no assistance, no answer, no resolution, and been disconnected.
|
| 09/02/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/2021 : Used USAA Mobile APP to deposit two XXXX XXXX XXXX XXXX in the amts of XXXX and XXXX. Noted that {$700.00} would be held from the 2nd deposit.
Contacted the bank to request funds be released ( need to pay the rent! ). Was informed that the image of the check for {$800.00} was not yet available. Supervisor I spoke with stated that he would be happy to release the funds under the circumstances but without visual verify of face of check there was nothing to be done. Instructed me to return call the next day.
XX/XX/2021 : Contacted USAA. Spoke with member of Executive Resolution team who stated that since I had had an NSF within 90 days that they would not release the funds.
Note that USAA had most recently NSF 'd an {$80.00} pmt to XXXX XXXX ( USAA is my current Insurance carrier ) when the account had $ XXXX. It is a curious coincidence.
In truth, owing to unemployment during COVID era I had had some difficulty making ends meet. However, I have been working and depositing XXXX $ XXXX weekly for about 8 weeks. I have had a couple of NFSs ( valid ) while I am paying out large sums to bring other accounts to current and adjusting to the new pay schedule.
I learned from one of the USAA reps that Digital Deposits are not covered by Expedited Funds Act nor the XXXX XXXX ' act. Result is that it seems that it is a gray area and USAA makes its own policy.
USAA has a single branch in XXXX XXXX, TX.
USAA does not have/offer walk-in service agreements with any other banks.
The only way to deposit funds is either payroll deposit or through their digital deposit phone app.
The above facts put EVERY depositor in a situation whereby USAA can, and does, act only on policy and holds deposits for longest period of time permitted by law. In my case, I was informed that my funds would be released at XXXX XXXX on XX/XX/XXXX - XXXX business days later. This hold is placed on an instrument that must be paid for in CASH. A XXXX XXXX MO is no different than a certified bank check -- excepting the requirement of membership at that institution and the cost where applicable.
The practice of only offering digital deposits and holding nation brand Money Orders for 5 bank days serves only to provide revenue to USAA. It is an unfair practice and skirts the intent of recent banking laws by hiding in the text they were written in.
|
| 08/24/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
My husband and I both had significant job loss during the recession. We kept paying all of our bills. I had to start a business to make ends meet and when I had billing issues was unable to make the full payment on one of our cards ( I paid XXXX rather than XXXX ) and did keep up with the other which was a slightly lesser amount XXXX as opposed to XXXX. I spoke with them to work with us as it was temporary and we were doing everything to stay current, pay our debt and protect our credit. One day XXXX XXXX 2016 I called to make a payment and was told the XXXX had been XXXX XXXX out and was forgiven by USAA Bank who I have been with for 30 years. I called the CEO 's office and told them I did n't want them to do that as I was concerned about possible credit issues and I was PAYING them. I also did n't know if there would be a tax liability we could not afford. This year, no XXXX came and them after preventing us from paying them as the account no longer was accessible they put us into collections all the while keeping the other open and continuing to make payments. They closed both of the cards/accounts and denied access to our online ability to pay or communicate. I contacted the CEO again to say this is fraud and we have been deceived and their individual there XXXX XXXX refused to call me back. It has now been several weeks. I never get my documents via mail as requested only bills. I have stayed current with all other accounts but they have strong armed be to now auto deduct my home and auto insurance payment. Additionally they have been crashing my credit as if I have NOT paid them for over a year and I had no idea. I told them I am not getting correspondence and they sent me a letter saying that I can access the online account. They are the ones that locked it. THIS IS INSANE.
Thanks for your attention to this matter. I am dismayed that I can not trust these people. They also hold my second mortgage, and told me the property valued which it has not for the past 14 years. I have paid them irregardless but they have no accountability for providing a bogus appraisal that would have prevented and interest only situation that is now starting to increase. We are trying to sell to get them paid and now they have after all these years are the very people stopping us from buying or renting a way forward!!!
Sincerely, XXXX XXXX
|
| 03/06/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
See attatched XX/XX/2018 statement. Kindly Note the page with Adjustment Purchases. XX/XX/2018 Begin temporary credits to begin a fraud investigation I never reported fraud. Note front page Merchants Credits for this period. XXXX XXXX XXXX XXXX XXXX XXXX ARE ALL TOTAL CREDITS APPLIED {$450.00} This includes my payment {$77.00} ** Note how Adjustment Purchases that begin XXXX starting with the first one {$49.00} ( - ) WITH CUTE LITTLE SUBTRATION SIGN. All amounts listed After the $ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX = {$320.00} ARE NEVER PART OF TOTAL CREDITS APPLIED THIS PERIOD {$450.00} AT THE BOTTOM USSA LISTS THEM FRAUDING CONSUMERS INTO BELIEVING 2 CREDITS FROM ONE PURCHASE TO REVERSING MERCHANTS CREDITS CLAIMING THEY ARE USAA CREDITS AND ***LOOKING LIKE THEY TOTAL AT THE BOTTOM AS ALL ACCOUNTING DOES XXXX ARE NOT INCLUDED IN THE TOTAL AT THE BOTTOM AS ALL ACCOUNTING DOES.?? DECEPTION PLUS USAA.??? CRIMINAL ACTIVITY AT USAA AGAIN.?? Also note the REVERSED CREDITS of {$28.00} XXXX XXXX XXXX XXXX XXXX ARE ALL THE TOTAL CREDITS for that period AND THEY WERE JUST PAID BY MERCHANTS. When were all these reported as fraud? ** Why are there beginning fraud investigations of already paid transactions???? ** Why WAS CREDIT NEVER MADE PERMANET REVERSED STEALING MERCHANTS CREDITS JUST PAID? Note the Reversed credits of {$9.00} & {$26.00} WERE PAID BY MERCHANTS THE MONTH PREVIOUS. KINDLY NOTE USAA CRIMINAL ACTIVITY places temporary credits to begin an investigation NEVER DONE to place WHAT LOOKS ** LOOKS LKE USAA CREDITS BUT WERE NEVER APPLIED they even have minus ( - ) signs MADE TO APPEAR THEY ARE INCLUDED IN THE TOTAL CREDITS FOR THIS PERIOD AT THE BOTTOM OF ALL AMOUNTS OF CREDTS ** BUT ARE NOT INCLUDED IN TOTAL CREDITS APPLIED FOR THIS PERIOD???. There are {$320.00} temp credits *** USAA USES TO PLACE PERMANET NEW CHARGES STEALING MERCHANTS CREDITS. HOW DECEPTIVE?? LOOK AT HOW LISTED CREDITS ABOVE TOTAL LINE ( ADJUSTMENT PURCHASES WITH A MINUS SIGN ) ** ARE NOT TOTALLED AT THE BOTTOM BUT ARE REVERSED?? USAA FABROCATED FRAUD to place WHAT LOOKS LIKE USAA CREDIT TO CONSUMERS SO THEY CAN STEAL MERCHANTS CREDITS. REALLY USAA? USAA ARE CRIMINALS. I STILL HAVE NOT RECIEVED ANY PERMANET USAA CREDITS AND IT IS TWO YEARS LATER. CRIMINALS NEED TO BE PUNISHED. HOW MANY OTHER CONSUMERS HAVE USAA FOOLED?
|
| 08/27/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
***Please see attached letter and full timeline and dates of correspondence with USAA .
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX.
XXXX, D.C. XXXX Dear Sir or Madam : I am writing to request your assistance in resolving a missing deposit with USAA Federal Savings Bank. We have attempted without avail to locate {$620.00} of EFT/ACH transfers that were sent by another institution and failed to credit to our account. USAA acknowledges the transactions and yet our accounts have not been credited the money. We have exhausted all opportunities to resolve this matter with each institution and as of XX/XX/2018 have yet to see the money. After nearly 30 days of extensive communication and efforts neither bank is willing to address our concerns or escalate our concerns internally. Furthermore, internet research has revealed that our experience regarding USAAs obfuscation and denials of requests for assistance ( despite clear evidence that USAA was at fault ) is not unique to us. There are numerous instances of similar experiences occurring to others. Based upon our experience, it is also likely that there may be similar situations in which customers have no idea that USAA has simply kept their money without depositing it into their accounts. Therefore, we request the following : 1 ) Assistance in returning {$620.00} owed to us by USAA ; 2 ) Initiate an investigation of USAAs electronic banking practices to address the broader systemic problem of failure to provide clients with timely access to their funds ; and 3 ) Levy fine fines upon USAA that are significant enough to deter USAA from creating similar situations/problems in the future.
We have spent an extensive number of hours with both banking institutions support teams attempting to facilitate remediation and we requested escalation of the matter. We attempted to obtain the name and address of an appropriate level of management and/or a compliance officer to express our concerns in writing. USAA was unwilling to provide this information. In fact, they indicated they would charge us a research fee of {$50.00} per hour to further research the matter of our missing deposits. I have attached a timeline of events for your review.
We appreciate your assistance in resolving this matter and for proactively insuring that others do not have a similar experience.
|
| 09/05/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
We set up homeowner 's insurance through USAA on our new home in XX/XX/XXXX via phone with a representative. After calling back multiple times, speaking with multiple representatives due to the premium seeming high, we finally set it up because we trusted USAA. USAA appointed an inspector to come out and look at the house in XX/XX/XXXX to ensure we had the appropriate coverages. We were never notified of the outcome of the inspection. Fast forward to XX/XX/XXXX, upon refinancing our home, it was brought to our attention our insurance premium seemed very high. We went to another insurance agency for a quote, with the same coverages, and were quoted a significantly lower rate -- - because the dwelling coverage on our USAA policy was literally double what it needed to be. When I called USAA to cancel our policy, the representative informed me of the same- that our dwelling coverage was way too high, and that she could get us a lower rate than what we'd been paying. She also informed us a letter had been sent out informing us that our dwelling coverage should have been lower per the USAA appointed inspection report and that this letter was emailed to us on XX/XX/XXXX. I looked through all of our emails and documents on USAA.COM, but this letter she spoke of was absolutely nowhere to be found. Therefore, I requested a refund for what we had been overpaying for 15 months, as we were never notified or provided the opportunity to lower our coverage based upon the inspector recommendation/findings. The representative stated she would forward the request to her manager and get back to me the next day. Unfortunately, the representative got back to me and essentially stated that we would not be receiving a refund because it was our fault the premium was made too high in the first place and maintained that the letter was sent out to my husband 's email, even though there is no record of this letter anywhere else. We were never informed of the findings of the USAA appointed inspection and therefore it was unbeknown to us that we even had an option to lower our premium. After being USAA members for 11+ years, we have never experienced anything like this from USAA- it is so disappointing. The lack of integrity, unwillingness, and unreasonability has heavily tainted our views of USAA and we intend to take our business elsewhere.
|
| 08/21/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
Servicemember |
|
I am in the process of purchasing my first home. On XXXX XXXX 2016 I received the Closing Disclosure for my mortgage application. The Closing Disclosure indicated a change in the " Calculating Cash to Close '' section in the " Adjustments and Other Credits '' line item. In the Loan Estimate I received on XXXX XXXX 2016 this line item indicated " {$0.00} '' and on my Closing Disclosure it indicates " {$840.00} ''.
While I was prepared to absorb some additional cost this was a shock. Section K of the Closing Disclosure I received indicates this adjustment is due to " Items Paid by Seller in Advance '', specifically prorated Town/County Taxes. The prorated taxes for the seller are required to be disclosed on both the Loan Estimate & the Closing Disclosure in accordance with 12 CFR 1026.37 & 1026.38, however, were not included on the Loan Estimate I was provided.
Since the Loan Estimate I received was non-compliant with 12 CFR 1026.37 ( h ) ( 1 ) ( vii ), and the official interpretation in Supplement I ( XXXX ), it does not seem fair, and possibly illegal, for USAA to require me to pay for an adjustment that was not disclosed on my Loan Estimate. The seller is certainly entitled to prorated repayment of their property taxes, however, the lender should pay at this point in the process since the closing date was already established when I received the Loan Estimate. The lender certainly had enough information to estimate this cost and they did not, waiting instead until we are within a week of closing and putting us in a very difficult position, it feels like we are being extorted.
The above situation is my primary concern. It is also worth mentioning that the difference in estimated Cash to Close between the Loan Estimate and the Closing Disclosure appears to just be an increase of 7 %, however, it is deceptive of USAA to present this information in a way that makes their initial Loan Estimate for Cash at Closing seem even remotely accurate. By their calculations it appears the Cash to Close only increased by {$130.00}, however, this is only because the seller agreed to pay an additional {$1000.00} closing costs. When this correction is accounted for the actual increase in Cash at Closing increases by approximately {$1200.00}, this is a 69 % increase on the Closing Disclosure above their original Loan Estimate.
|
| 06/26/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
My USAA Member Number is XXXX, this is in reference to my USAA XXXX XXXX and XXXX XXXX card. My account access to all my USAA accounts was restricted and all my accounts including both cards in question with billing disputes were closed without explanation. Any and all requests I 've made for documents regarding such disputes or the written clarification or explanation of above actions has been ignored. To date I still have not even received my current XXXX XXXX statement despite it being several months later. According to the Fair Credit BIlling Act. - ( d ) Pursuant to regulations of the Board, a creditor operating an open end consumer credit plan may not, prior to the sending of the written explanation or clarification required under paragraph ( B ) ( ii ), restrict or close an account with respect to which the obligor has indicated pursuant to subsection ( a ) that he believes such account to contain a billing error solely because of the obligor 's failure to pay the amount indicated to be in error. Nothing in this subsection shall be deemed to prohibit a creditor from applying against the credit limit on the obligor 's account the amount indicated to be in error. ( e ) Any creditor who fails to comply with the requirements of this section or section 162 forfeits any right to collect from the obligor the amount indicated by the obligor under paragraph ( 2 ) of subsection ( a ) of this section, and any finance charges thereon, except that the amount required to be forfeited under this subsection may not exceed {$50.00}. Despite the law, USAA restricted, closed my accounts, failed to provide a written explanation, and all documentation requested. Additionally, USAA reversed permanent credits issues a year ago, with no warning, explanation, information on the reversal or charges and has failed to even provide a billing statement, other than online which USAA restricted my access to. Thus I have been prevented from accessing any documentation directly by the actions of USAA. USAA, also reported false information to the credit reporting agencies, in addition to failing to indicate the accounts were under dispute. In fact, they even reported one of the accounts they reported as being at it 's limit as having it 's dispute resolved. Said account was paid in full, minus any disputed transactions still unresolved.
|
| 08/03/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
Dear madam, sir...
My identity was stolen and someone opened a fraudulent credit account with USAA Savings Bank for a {$12000.00} line of credit. Most importantly, I am NOT a member of the military nor is anyone in my family. This acxount should never have been opened! I did not have any knowledge of the account nor did I give any consent on my behalf. The account was active for a period of 7 years ( from XXXX ) and I only discovered it when I got my first ever credit report in XXXX. I did not benefit in any way shape or form from this fraudulent account and the line of credit associated with it. I immidiately disputed the account and activated a credit freeze with all 3 credit bureaus as well as fraud alerts. I have contacted USAA many times over the last few years pertaining to this issue and they have verified an account connected to my name and my social security number in their database. However, Ive had two other non related instances of identity theft against me since XXXX so I have been trying to get the account disclosure information mailed to me from USAA so that I can turn that info over to my local law enforcement agency for investigation but they have been no help at all and have taken ZERO accountability for their part of the crime that they facilitated. Since XXXX of this year i have called USAA 5 times to explain to them that I can not verify my identity on their website as they require to release any info to me because I was not the person who opened the fraudulent account and the phone number that was initially added to the account dosent match mine. Obviously. But each time i call back I have to explain the whole situation over to a new person who ultimately refers me back to the verification website cycle that im stuck in. I ask to be connected to their fraud dept only to be put on hold and connected to another employee who handles credit accounts and not fraud. I am the victim of fraud that USAA should have prevented. Their unwillingness to help and to take any accountabilty is unexceptable and so very frustrating. Im desperately filling out this complaint in hopes of getting the attention of someone with USAA who is willing and able to help me out and give me the solid answers and information that I am lawfully entitled to by law as a consumer. Thanks in advance.
Sincerely, XXXX XXXX.
|
| 03/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited a check from the US Department of the Treasury, it was placed on hold. The following morning, I awake to find out that the check was released, so it was a good day. I go about my day to pay some bills and what not, my debit card gets lock, it was still early but the chat function was open so I chatted got the card unlocked processed to try to pay a bill again, card locked again, chatted again, card unlocked, I was able to pay 2 bills before the card was locked again. Chatted again, unlocked again, tried to pay another bill card declined, This time I called, the XXXX said everything was fine there were some fraud alerts she cleared them and said everything was fine. I go try to pay for something else and once again it was blocked, I called again and the XXXX advised me that it was due to a check being deposited in my account, i asked her what was wrong with the check she said it was fraudulent and i asked how, she said because the note line didn't have my name in it and it had 'XXXX XXXX XX/XX/XXXX tax return XXXX ' ... which did not match my name and sent over a fraud request, well in the process the are closing my account and send the check back to the IRS due to it is a fake check, so she hung up on me and i called back and then she advised that an outside bank started the process by contacting them saying the check was a fraud, i then called the Bureau of Fiscal Services and was advised by a XXXX that was the memo line and the check in fact a good check. So now I have no money on the first of the month to pay bills or feed my family not to mention i am going out of town Saturday and they keep telling me 3 days for a resolution. I have no food rent is due and because the XXXX did not do her due diligence of checking/verifying the check I am in danger of losing my home car and not to mention my kids are hungry and I was going grocery shopping. No one at the bank can give me a straight answer, you can't talk to anyone outside the call center and they will only switch to other XXXX that will give you the same spill... I don't know what else to do or who to turn to. I have cried and cried and no-one at that bank is concerned or is trying to help me. I feel like I was singled out because of the amount of the check ( XXXX ) and who I am, a XXXX woman that got angry about her money...
|
| 03/21/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Servicemember |
|
USAA 's credit card department made an illegal withdrawal from my USAA checking account. This withdrawal overdrew my checking account, leading to an increase to the interest rate on my USAA credit card account balance.
In XXXX of XXXX, USAAs credit card department notified me of an offer of 0 % APR until XX/XX/XXXX for transactions completed using its promotional checks, and each transaction using a promotional check incurred a {$75.00} fee. On XX/XX/XXXX, I had a XXXX dollar balance on my USAA credit card account, and I subsequently cashed a USAA credit card promotional check for {$17000.00}. After this check settled, my credit card balanced increased from XXXX dollars to {$17000.00}, which includes both the deposit amount and {$75.00} fee. This {$17000.00} balance had a 0 % APR until XX/XX/XXXX. Since that time, I stopped using my USAA card for any purchases or payments.
On XX/XX/XXXX, I contacted USAAs credit card department to change my auto bill pay function to the minimum balance due, and the customer service agent informed me the change took effect immediately. On XX/XX/XXXX, USAAs credit card department made an unauthorized withdrawal from my checking account for {$17000.00} claiming a glitch in its auto pay system, and this withdrawal overdrew my checking account. The overdraw triggered a cash advance from my USAA credit card, and this cash advance from my credit card was at 10 % APR.
After many phone calls to USAA and approximately 8 hours + of exchange, both USAAs credit card department and checking department recognized the mistake and reversed the charges, restoring my credit card balance to {$15000.00}. However, USAAs credit card department has failed to correctly restore the 0 % promotional APR to my account, and it is still billing me for cash advance interest charges. I have spoken to its customer service repeatedly, and I have not been given a clear answer if and when this problem will be fixed.
I have concerns that this may be systemic fraudulent activity by USAAs credit card department. I have professional experience as an auditor, and Im currently working on my CPA. I believe my background and experience have allowed me to recognize USAA 's bad behavior. However, Im concerned USAA may be cheating those inexperienced with finance by wrongfully increasing APRs on credit card accounts.
|
| 03/26/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Companies have already reported to IRS that Taxpayer received a gain from previous debt written off. The companies such as USAA # XXXX {$10000.00} XXXX XXXX XXXX # XXXX {$17000.00} XXXX # XXXX {$1800.00} have been reporting unpaid balance since XXXX after Consumer notified each Company by letter of Insolvency and XXXX XXXX XXXX would be handling all payments based on Consumer hiring XXXX to handle all debts directly with Creditors.
Customer sent letters several times to each of these Creditors explaining the circumstances and that there's no longer any valid contract and the debt amounts are not correct and some turned over to Third Party Debt Collection Agency ; even after Consumer notified each Creditor that due to enrollment into Debt Collection Program ; each decided to keep on reporting negative information and showing an unpaid balance ; even after writing the debt off and reporting it as a gain for the Consumer on his 1040!
These Creditors were written in XXXX along with sending each Credit Bureau a letter explaining that the debts were not mine and were no longer owed, balances incorrect, sold to Third Parties Debt Collectors ; contract not valid or with current signature and date!
The continued reporting of these so called debts must be deleted from all my Credit Reports due to the fact each Creditor wrote the debt off! Also it has been over 4 years since each Creditor was notified to remove and delete the negative statements and unpaid amounts! Since Customer did notify them in XX/XX/XXXX of being enrolled with XXXX XXXX XXXX why are these Creditors still allowed to report negative information when Creditor provided reasonable documentation and payment plan from XXXX back in XXXX?
These Creditors must remove and delete all information regarding unpaid balance because Consumer does not owe any balance nor is making any monthly payments!
Please delete these accounts because they serve no purpose but reporting negative information which is not accurate!
This information regarding a list of liabilities was on application for refinance of mortgage XX/XX/XXXX with XXXX XXXX I've already sent documents in the past regarding same subject matter with negative results because the Creditors are still being allowed to report inaccurate information which must be deleted entirely from all my Credit Reports!
|
| 11/16/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
My credit card with USAA was falling behind in payments. At one point, I got a letter about how much was past due that mentioned a special debt solutions payment plan. I called USAA and enrolled in this payment plan. Under the payment plan, I would pay $ XXXX/mo. After 4 consecutive months of making these payments, my account would be brought current. The first payment was made in XXXX. I have, however, continued to get letters about my account being past due even though I have made every monthly payment at least through XXXX ( not sure if XXXX came out yet ). That makes 7 months of making the payments. My account is due according to the payment plan I entered into with USAA. I attempted to call previously about a month ago ( XXXX ) to straighten it out. The woman with USAA was n't much help and wanted to talk more than listen. After explaining the plan several times, she finally understood and said she would make a note for the debt solutions team to fix it. Yet I 've still gotten letters. Tonight, I called again after getting a letter dated XXXX XXXX. XXXX answered. I explained the situation. She looked into it. She came back and explained that there were two payments made in addition to the $ XXXX monthly payments. Because these two payments were for less than {$190.00}, they counted as an insufficient payment for the payment plan and reset the months needed to bring the plan current. In effect, I paid too MUCH on my balance and was therefore past due. This is obviously a problem caused by automation and not how the plan is supposed to work. XXXX at this point became unhelpful and stonewalled any attempt I offered to resolve the situation. At one point, she asked what I wanted, to which I responded " I would like my account that is current in reality to be reflected as current in your system. '' Her response was that 1 ) she could n't do that and no one else could, and 2 ) my account was NOT current. At no point did I raise my voice, become abusive, or curse. She finally offered to transfer me back to debt solutions so they could look at it ( even though I knew they would n't be able to do what I wanted ). I said sure. She transferred me supposedly to them. I have been transferred to them before and the wait was never more than 5 minutes. I remained on hold for another 35 minutes before my phone shut down.
|
| 07/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XX/XX/XXXX I ordered XXXX pairs of shoes from Salomonusashop.com The payment was processed through XXXX. I became suspicious when I didnt get an email confirmation, and started a credit card dispute on XX/XX/XXXX after several attempts to contact XXXX. On XX/XX/XXXX USAA requested supporting documents. I was unable to upload documents through the online portal so I called in. The agent I spoke with clarified that what had happened fell under fraud rather than dispute, so the card ending in XXXX was closed and a new one was sent.
As the dispute process and fraud investigation proceeding the {$96.00} charge was debited on XX/XX/XXXX and XX/XX/XXXX, and credited on XX/XX/XXXX and XXXX, XXXX, XXXX. On XX/XX/XXXX, a new debit of {$96.00} appeared on the account with the new credit card ending in XXXX. I called in on XX/XX/XXXX and was told that I would need to again close the account and be issued a new credit card number. I was also told that I may need to do this a few more times before the charge stopped showing up on the account. Hearing this, I decided the account was too severely compromised to stay open. I asked that it be closed permanently and entirely, and a new fraud claim be started.
After waiting until XX/XX/XXXX and seeing no evidence the account had been closed or a new fraud claim had been started I called in again. I was assured the account was closed and the fraud claim was underway. By XX/XX/XXXX there still was no evidence the account had been closed or the fraud claim had been started. I called in again. This time I was told that the charge on the account was actually a creditin spite of the very clear evidence to the contrary. After having this explained to me repeatedly for well over XXXX minutes, I asked that the call be escalated. The supervisor I spoke with indicated the charge had been reinstated, there would be no further action by USAA and the charge would remain my responsibility.
In the interim a document was delivered to my online portal claiming the charge was valid because my email address was tied to a XX/XX/XXXX transaction that had not been disputed. There are no charges from XXXX on the account in question, or any other USAA account, on that day or even that year. In addition, there are no charges on the XXXX account associated with the email address anytime in XXXX.
|
| 07/27/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
1. USAA will not honor the loan rate offered to me telephonically. Mortgage rates and associated points were telephonically communicated to me and I made detailed notes of the call. I locked in the rate/point based on the telephonic quote. Written lock-in agreement listed different point level from the telephone quote and I made an immediate inquiry to USAA. USAA has delayed investigating my inquiry for XXXX days. USAA now asserts that the telephone call where prices/points were quoted to me was not recorded and, therefore, it will not honor what was quoted to me by phone.
2. USAA has declined to honor the closing date listed in the purchase contract. I have made repeated requests to have the closing date corrected, with no success.
3. USAA has taken advantage of the fact that I am single and a XXXX-time home buyer. When initiating the application process, USAA was made aware that a ) I am young and single ; b ) I have no realtor ; c ) I am a XXXX-time home buyer. When I received my application packet, I did not receive contact info for my loan processor ( I did n't even know I would have a loan processor assigned to me ). When I did receive contact info, I received only a first name and a telephone number ( no last name or email ). Phone calls were not answered, voicemails were not returned for at least XXXX hours. Loan processor did not alert me when documents were sent to me, and since I have not gone through this process I was not aware that documents would be sent by overnight courier to me that required immediate attention. As a result, the process has been unnecessarily delayed several times.
4. USAA will not work with me to resolve my issues/concerns. I made repeated requests to resolve my concerns/issues about closing date and points/loan rate with USAA and USAA has declined to work with me. The representative I spoke to indicated that the closing date is inflexible and that USAA would not honor the rate quoted to me by phone since they did not record the call. Further, the USAA representative chastised me by asking why I had not taken it upon myself to ask the questions about rate changes/required forms/process. I replied that every USAA representative I spoke to understood that I was a first-time home buyer, so how would I know to ask those kinds of questions since everything was new to me?
|
| 12/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
Dear USAA, As a XXXX year member I have to express my complete and utter disappointment in how your banking back office has mishandled a simple request for a POD on my accounts and my mother 's accounts ( I am the POA ) since my father died in XX/XX/XXXX. After my father died my mother updated her trust and I and my husband created our own. I started the process of completing the forms for my mothers accounts in XXXX of XXXX and XXXX in XXXX of XXXX. Interestingly enough, I helped my husband ( military USAA ) member complete his forms and his POD was completed with post haste. The POD 's are still not completed on either XXXX of my mother 's or my accounts. I have called approximately XXXX times to have this process completed. I have uploaded forms through the online portal, via email requests for documents and I have been given multiple explanations as to why this is not complete. I think it is important to note that the calls take approximately XXXX hour at a minimum ( which now delights me in knowing that other people are being treated poorly waiting ). Yesterday XXXX took about XXXX minutes. XXXX weeks ago on XXXX the call was probably XXXX minutes and the call on XXXX was over XXXX hours. I have been escalated to member relations and supervisors. All of which takes an exorbitant amount of time for them to realize how many calls, documents, uploads, notes, and requests are in the system for a simple POD of a XXXX to my mother 's accounts and a different POD of a trust to my accounts. I have a copy of EVERY SINGLE document that I have sent or resent, or changed or updated or whatever was asked of me to complete a simple POD. All of these documents are dated as to when they were saved and subsequently sent to USAA. Here are the dates in which I called on XXXX or both of the POD 's and sent in 'the correct documents ' XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( after speaking directly with the back office person ) XX/XX/XXXX ( after speaking with a different back office person ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. These are only the CALLS with a document upload. In addition, some of the forms that were sent to me to finish completing and sign had INCORRECT information pre populated from the USAA back office! I am FED UP with USAA 's incompetence.
|
| 04/08/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/2023, I went online to XXXX to purchase XXXX XXXX tickets and other amusement tickets in the XXXX area ( XXXX XXXX and XXXX ). The total was {$850.00}. When I tried to process the transaction it gave me an error saying that it was rejected by XXXX, XXXX unavailable and declined by processor. I tried one more time and got the same error. I then proceeded to go to the XXXX website to purchase tickets. They also use the same service ( memberdeals.com ) to process payment and got the same results. Since the transaction was declining I went ahead and purchased tickets directly with the amusement parks. On XX/XX/2023, I saw that the transaction actually was showing up on my XXXX card statement through USAA Bank. On the same day, USAA sent me a letter stating that they will post a temporary credit to my account while they investigate. They stated that they may contact me and the merchant to start their investigation. On XX/XX/2023 they informed by letter that they needed additional information from me about the transaction. Since I did not have any additional information and assumed that they would be contacting the merchant I did not provide something I didn't have at the time. On XX/XX/2023, I received a letter form USAA stating that they have denied the disputed because they did not have sufficient information to reverse the transaction .On that same day I contacted memberdeals.com and spoke to XXXX XXXX XXXX and he informed me that there is no record of a transaction taking place nor a payment from USAA in the Chase system. He sent me an email of our conversation where I sent the information immediately to USAA. On XX/XX/2023, I received another letter stating that there was not sufficient information to reverse the transition. I immediately called USAA and asked why. They informed me that the email did not have correct dates or transaction information. I instructed the customer service rep to review the email and she immediate communicated to me that the information was there. I demanded that they contact the merchant to resolve since this issue is not between me and USAA but the merchant. I demanded the credit on the account. The same day I wanted to insure that XXXX did not charge my account so I spoke with XXXX XXXX and she informed me that that they were unable to confirm the purchase.
|
| 10/10/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
Aloha, After having an abnormally hard time getting a digital copy of my closing docs for my records, and after just receiving my property tax notice in the mail- I saw quite a significant disparity from what my appraisal came back as and what my property assessment value is.
On XX/XX/2018- I proceeded with closing on a VA home loan for my current condo. For a VA loan approval, and any mortgage loan, an appraisal is done to verify the value of the property. USAA requires, as part of the loan process to disclose the contract price of the loan prior to them requesting an appraisal. In compliance, I sent them a copy of the purchase agreement for an offer made of {$320000.00}, and in return an appraisal was conducted.
Within a week or so, I got back my appraisal and it came in for the exact amount of my offer, {$320000.00}, no more, no less. I found it odd, but was assured this could happen. As I mentioned earlier, I did not know that the property value was indeed lower until I received my property tax assessment form which so happened at the same time I was trying to request electronic documents from USAA and the request for some reason was forwarded all the way up to the Office of the CEO. Now, that I found to be a bit odd.
Something told me to take a deeper look since I was getting so much push back and it took about 3 weeks to get a simple electronic copy. I went back through my docs, and also saw in the mail my tax assessment form.
It pangs me to know that my lender, who is in business primarily for the military is doing us a huge disservice. After doing research on appraisals I later learned that this is a common practice for lenders to accept high appraisals due to higher interest rates, PMI, and more money in their pockets. It's reported on average appraisals can cost consumers an increase of up to 4 % on their real home value.
I find it no mistake why it took so long to receive my records, nor that my appraisal is incorrect. It is at this time, I am seeking remedy from USAA, who was the loan originator, to review my records and make a fair adjustment. I am a 100 % XXXX veteran, and this oversight / practice is not only costing me my time, but taxpayer 's money, and great hardship since I put down {$10000.00} of my savings for a reasonable monthly payment.
Thank you for your time!
|
| 12/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Dear USAA, As a 50 year member I have to express my complete and utter disappointment in how your banking back office has mishandled a simple request for a POD on my accounts and my mother 's accounts ( I am the POA ) since my father died in XX/XX/XXXX. After my father died my mother updated her trust and I and my husband created our own. I started the process of completing the forms for my mothers accounts in XXXX of XXXX and Mine in XXXX of XXXX. Interestingly enough, I helped my husband ( military USAA ) member complete his forms and his POD was completed with post haste. The POD 's are still not completed on either one of my mother 's or my accounts. I have called approximately 25 times to have this process completed. I have uploaded forms through the online portal, via email requests for documents and I have been given multiple explanations as to why this is not complete. I think it is important to note that the calls take approximately one hour at a minimum ( which now delights me in knowing that other people are being treated poorly waiting ). Yesterday XXXX took about 75 minutes. Two weeks ago on XXXX the call was probably 90 minutes and the call on XXXX was over two hours. I have been escalated to member relations and supervisors. All of which takes an exorbitant amount of time for them to realize how many calls, documents, uploads, notes, and requests are in the system for a simple POD of a Trust to my mother 's accounts and a different POD of a trust to my accounts. I have a copy of EVERY SINGLE document that I have sent or resent, or changed or updated or whatever was asked of me to complete a simple POD. All of these documents are dated as to when they were saved and subsequently sent to USAA. Here are the dates in which I called on one or both of the POD 's and sent in 'the correct documents ' XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( after speaking directly with the back office person ) XX/XX/XXXX ( after speaking with a different back office person ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. These are only the CALLS with a document upload. In addition, some of the forms that were sent to me to finish completing and sign had INCORRECT information pre populated from the USAA back office! I am XXXX XXXX with USAA 's incompetence.
|
| 10/28/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
XXXX/XXXX/XXXX My daughter 's USAA debit account was frozen by USAA. When she called USAA, the fraud was reported and funds were temporarily returned XXXX/XXXX/XXXX. The transaction involved an ATM withdrawal at XXXX XXXX & claim was approved by USAA.
XXXX/XXXX/XXXX My USAA debit account was frozen by USAA. I called and reported multiple fraudulent transactions that were discovered during that initial call, one of which was done at the same place and date as my daughters fraudulent activity. I do believe I reported a total of XXXX transactions, but after further review, it was only XXXX transactions within a 2 week period, between XXXX/XXXX/XXXX - XXXX/XXXX/XXXX, for a total of {$3500.00}. The bank provided the temporary credit for the initial report of XXXX transactions for a total of {$3700.00}. The last transaction that I was able to verify occurred on XXXX/XXXX/XXXX for {$200.00}.
I received an email from USAA on XXXX/XXXX/XXXX stating my fraud claim was denied and all funds will be taken back by USAA XXXX/XXXX/XXXX. The letter states I can request a copy of their report upon written request, but says nothing about my option to appeal. I read this email XXXX/XXXX/XXXX, a day after it was sent, which led to 3 different calls to USAA the same day attempting to receive a discussion about the denial. By the third call, I specifically asked to speak with a supervisor that can help me to understand their decision. In the end of that lengthy discussion, I was told it was my fault for not reporting sooner, but I did n't know fraudulent activity was occurring in this account until it was frozen. After asking twice, I learned reporting need to happen within 60 days, and then told I was responsible for the first {$50.00} for every 5 days that passes. I was told that chips make fraud impossible and getting card number with PIN is unlikely. She made it clear that because I did n't report until account was frozen was too late and its on me. I looked everywhere on USAA website for these rules and found no mention of them. I did submit an email request for their report XXXX/XXXX/XXXX.
In reviewing these XXXX debit accounts held by me and my daughter, I have discovered a mutual location where these fraudulent activities might have originated. We both have one mutual transaction site, XXXX XXXX # XXXX.
|
| 01/31/2023 |
Yes |
- Debt collection
- Credit card debt
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
|
|
I was contacted by XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, United States about a Personal Loan Account with USAA Savings Bank - located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX in the amount of {$3200.00}.
There were repeated calls from a number that was not identifiable, and I finally called back. I spoke with an XXXX XXXX, who identified herself as being with XXXX XXXX XXXX - calling in regards to my USAA account - she wanted me to give her personal information. When I would only provide the year of my birth- she wouldnt divulge any further information. She wanted my home address in " XXXX, XXXX " This is in direct violation of the USAA contract. At no times can an Agent of USAA give XXXX portion of the members Personal Identifyable Information- which includes name, *any* portion of the full mailing address, or Social Security Number. By providing me the City in which I live, the agent violated my rights as a proud member of the USAA family. I confirmed these rights as soon as I hung up with XXXX XXXX with a member of the USAA Staff and asked him to document my file accordingly.
I have fallen into very difficult times- which USAA is keenly aware, as I have multiple accounts with them. In addition, I was a collection manager for over 30 years, and am very aware of the FDCPA, and of the privacy laws that the industry is governed by. Just because XXXX XXXX has loosened THEIR standards, it does not change the fact that my rights were violated, and USAA 's policies were not administered correctly by the agent.
I am very seriously considering taking legal action at this point with my attorney, as this can not possibly be a random act by either this agent- or the company. I strongly suggest that USAA request every call from this agent for call monitoring, and from the group that handles these accounts as well - as management must have grown lax for such a privacy breach like this to occur.
I am open to negotiating a settlement of this matter before legal action takes place - either USAA or a member XXXX XXXX management or legal team can contact me in writing at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX or by phone at XXXX XXXX you must leave a message please, or call form a published number that identifies you - i will not answer blocked or private numbers.
|
| 03/15/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
On XX/XX/2017 I noticed ACH fraud on my account and reported it immediately. USAA instructed me to open a new account online and were not open to assisting me. After completing this task I called back the following day to inquire about my debit card. Since the compromised account also had my direct deposit this needed to be changed as well.
All being said, I still had zero access to my money either by check or debit card. Phone call placed to the agency on XX/XX/2017 to inquire about the status of the debit card to only be told " you can find that information online ''. I asked to speak to a supervisor and the call was dropped. Called placed on XX/XX/2017 and spoke to XXXX. She advised it had not been 10 business days and she could only cancel and reorder a new card. XXXX proceeded to explain how this is the " only '' way to get my debit card. The option for overnight mail or 2-3 business day delivery was not available. I asked XXXX to arrange for a manager to contact me and to this day has not happened.
As of today, XX/XX/2017 I have not received a debit card or checks to access my funds. I called USAA and got disconnected by XXXX. I patiently redialed and spoke to XXXX and asked for a supervisor. She then transferred me to XXXX who was a " supervisor of policy services ''. Clearly the breakdown of communication is rampant. I requested to speak to a supervisor in banking. Then transferred to XXXX who is not a supervisor. Finally, a supervisor by the name of XXXX took the call. She proceeded to explain to me that XXXX never arranged for a supervisor/manager call back. Additionally, she was able to cancel the initial debit card order and send it 2-3 business days.
This contradicts was I was told by XXXX as well. XXXX was helpful and seemed bothered by the fact that she had to " order checks '' for me. When asked for a tracking number on the debit card she explained that I would have to call back to get the tracking number. What is the point of having " secured messaging '' within the USAA.COM portal?
This experience goes beyond unacceptable. I am escalating this complaint to the Consumer Financial Protection Bureau so that Federal and State Regulators are made aware of this experience.
USAA was a trusted financial institution who has clearly failed in this regard.
XXXX Veteran
|
| 02/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
DATE OF LAST REQUEST : XXXX XX/XX/XXXX I have attempted for approximately 1 year and spoken with several agents and the USAA Executive resolution team to get my debit card for an account ending in XXXX to read XXXX XXXX XXXX XXXX XXXX. I have been with USAA for more than 20 years, and USAA representatives have verified that my card reads appropriately ; " they also verified someone removed it before it was shipped. '' I received my other card and had no problems with my name displaying correctly as this is how my cards have displayed since approximately XXXX, more than 10 years.
I have expressed to USAA on multiple occasions that someone internally has been tampering with my account because several unexplained occurrences have occurred.
It is disheartening that I have to go so far as a Consumer Financial Complaint on USAA to have my concerns taken seriously. The multiple complaints made about someone continuously tampering with my account, from removing coverage from my insurance when I had USAA Insurance to locking my account. There still has been no resolution, and I continue to be harassed with passive-aggressive antics by what I deduced is an employee, as they are the only ones who would have this access.
The complaints I have made over the years ; USAA, on XX/XX/XXXX ; sent a members notification titled " Imposter Scams Are On The Rise, '' advising its members that individuals are posing as USAA Representatives ; confirming some of what I continued to express to USAA over several years ( e.g., receiving calls from USAA asking information, documents being sent asking information does not look like USAA correspondence ).
At this point, I take it as disrespect as I have been a loyal member for more than 20+ years ; and have received multiple cards with my name reading correctly on my other account, even " after '' requesting it for the account XXXX.
I requested a call from the Executive Resolution Office to expedite the card that I have been waiting for more than 1 year without charge to my current location. It has been sent approximately 5 times incorrectly after being verified it reads correctly XXXX XXXX XXXX XXXX XXXX before being shipped.
The other issue with my account will be addressed using external remedies ; this has gone on for too long.
XXXX XXXX XXXX XXXX
|
| 09/15/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
I had recently mistakenly deposited an erroneous check in my account on XX/XX/2023.
I had created a new account and had attempted to move the money in an effort to not co-mingle or spend the funds as a legal precaution. XXXX were able to go into the account and XXXX were on hold.The same day I called USAA to inform them I suspected the check was fraudulent and advise them to look into it. This was reported to the fraud department of USAA.
I gave additional information to include the addresses names and the like that were given me to assist in the investigation.
On XX/XX/2023 I received a call from USAA that my accounts were locked due to a negative balance on my way home from work. I was literally running out of gas attempting to get home to my daughter. All of my accounts are locked because they are under review due to a negative balance of - {$2500.00}. This {$2500.00} resides in another account and is inaccessible to anyone at this time. I am unable to use my debit card as well. No one at USAA can do anything about it. Members as a whole are unable to talk to managers or supervisors due to something? Additionally there are no contingencies available for such situations such as expediting, debiting another owned account by request, etc.. The only option being an additional deposit which would require access to another bank account since they would be external sources I had since switch the auto overdraft to take from the account where the money resides in the hopes that something can be done.
I am now in a scenario where I can not access any funds, my paycheck has gone into the bank before I knew what had happened, and I am being punished for being a victim of a work online scam all while attempting to assist the authorities in catching the culprit.
I am left with no way to access my money, very little gas, and a child. All while the Member resolution team is not allowing members to speak with any supervisors or managers as a defacto unwritten policy as the money sits in the bank ready to be transferred to cover the defrauded account.
This bank is supposed to be for veterans, active, and reserve military. How in the world can you treat those who would lay down their lives for their countries in such an extremely inappropriate fashion?
Imagine if this happened abroad?
|
| 06/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
When using mobile deposit option, my deposits are held for 7-10 days. During that 7-10 days an automatic payment comes due. This payment is a payment to the bank for a car loan. They return ( bounce ) the payment, placing my accounts in the negative and holding any funds that were in the account for 24 hours. This is a payment of course to themselves that they bounce even though they have a deposit they know is there, the deposit is an SSI check. Because this payment gets returned my account gets flagged, so that every single deposit gets held for 10 days causing me to have to pay three more bounce check fees for bills set up through automatic bill pay for mortgage, phone, and electric. I have a very fixed income I do not have the ability to fluctuate and pay all of the fees that are charged me by the bank holding my deposits for 10 days.
The bank is using this " returned payment '', ( their auto pay ) payment, to them that they bounce even though they have my funds in their Bank, in order to hold any of my funds at any time, for up to 10 days.
This has created a domino effect and an extreme hardship as their behavior causes my home living situation to become unstable. When I have contacted them to resolve this I was lied to and told that it could in fact be released sooner that I had to wait till the next day. That deposits could not be released on the same day as deposited. I called the following day they said that it was not on business day and I had to wait until Monday. I said okay and they stated it would be released on Monday. On Monday they said that it could not be released because I had had a payment returned ( bounced ). Since the return was caused by their hold it feels a little bit like fraud that they are able to hold my funds cause the bounced check and then use it to hold my funds the next time. This feels like thievery. When I tried to resolve this with my banking institution I was put in que repeatedly for hours on end. I was hung up on. I was belittled. I was not treated with the respect of a member of USAA Federal Bank. This has been going on for months this repeating cycle of them holding my deposits and putting their own payments, automatic payments to their Bank, through, causing a bounce and using it as a reason to not release my funds for up to 10 days.
|
| 09/12/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, at XXXX I called USAA to investigate a misleading inquiry on my credit report. I spoke with a XXXX who transferred me to another representative XXXX. I asked XXXX for a escalation specialists. I was transferred to a XXXX XXXX XXXX.
I explained my current situation of a credit inquiry on my credit report and went into detail how their pre-qualification is different than the industry. XXXX explained I was wrong and that a pre-qual is the same as a pre-approval. He stated that because a computer ( Desktop Underwriter ) reviewed the inquiry it has n't gone through an Underwriter that would require income verification, etc. I advised XXXX that the website and company definition is misleading ( initial simulation of income/expenses and obtaining a DTI ratio ) to consumers and he stated, " It 's not. '' I advised that the intent of the request through USAA was to obtain enough information to make a sound decision to either apply for a pre-approval or to not.
Through our conversation, he advise that he has made a request for other people to remove the inquiry off their credit due to an error. I then asked if it 's fair that he would do that for other people when my situation was misleading. He said yes, that is fair. I told XXXX he has violated Fair Lending practices by offering other consumers a credit inquiry removal but not for me. He stated, " I have not because it was company error. '' I do n't feel my situation was resolved and asked to be contacted by an AVP/VP. XXXX 's response was, " No. I am not going to give you that information. '' I then asked for his supervisor. His response, " ... .this is going to end with me. '' I asked if I can be transferred to his supervisor 's voicemail, he said, " I can but I will not. '' I asked for his supervisor 's name, XXXX stated, " No. '' " I 'm not going to give you that information. '' I asked for a manager call back, he said, " No. '' I called back and spoke with a XXXX and asked for XXXX 's supervisor information. She offered for a manager call back within 24-48 hours.
I feel that I was personally discriminated against due to my current financial situation as XXXX had my credit information in front of him. I was attempting to resolve my concern and was left with a horrible experience from a USAA escalation specialist.
|
| 11/01/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
USAA Bank without our authorization changed our beneficiary on both our savings and checking accounts.
On XX/XX/XXXX, we added our son, XXXX XXXX, as beneficiary to both of these accounts. USAA has confirmed they have this information. On XX/XX/XXXX, I was doing a review of our account information and noticed someone as a beneficiary that was not authorized by us. I called USAA and inquired as to why/how they illegally without our authorization changed the beneficiary on both of these accounts to someone who was not authorized. No one could explain how it was changed. It took over an hour on the phone to change the beneficiary back to the way it was supposed to be. I was told a supervisor would contact me to explain how/why this happened.
I spoke to XXXX XXXX on XX/XX/XXXX. He indicated he was a supervisor. A case # was assigned XXXX. He said he had no idea how it was changed and said he would investigate the matter and call us back. He never called.
On XX/XX/XXXX, I wrote the CEO, XXXX XXXX, of USAA explaining the situation and asking how someone could illegally change our beneficiary on both our checking and savings account without our authorization. I also cc 'd : XXXX XXXX, President USAA Federal Savings. Someone called from the CEO 's office and said we would be contacted.
On XX/XX/XXXX, we received an e-mail from XXXX XXXX, Advocacy Advisor from USAA. Indicating she would contact us within two days to discuss. She never called or contacted us.
On XX/XX/XXXX, I again wrote the CEO of USAA stating that no one had contacted us. On XX/XX/XXXX, at XXXX XXXX. someone called from USAA and left a garbled message inquiring that we call them back. I believe the name she left was XXXX ( but I am not sure ). She did indicate she was calling from the CEO 's office. The phone number she left was XXXX Ext. XXXX. I called back and left three messages. She never called me back. As of this date no one has contacted us to explain to us how this transpired.
I want to know how a financial institution was able to illegally and without our authorization change our beneficiary for both our checking and savings account. Although, I was eventually able to change the information back to our son. I am concerned as to why this happened and even more concerned as to .... will happen again.
|
| 03/10/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I opened an account at XXXX ( USAA ) around XX/XX/XXXX. Shortly thereafter, I became joint owner on my roommate, XXXX XXXX 's USAA account. In XX/XX/XXXX after I realized he had met financial difficulty, I asked that my name be removed as co-owner from his USAA accounts. I was able to do this through my own online account access. I completed the process and was successfully removed from XXXX XXXX 's account. I am attaching screen captures reflecting the completion of this process along with a confirmation from USAA indicating my request was complete.
In the meantime, XXXX XXXX amassed obligations to USAA for an overdrawn account - the same account on which I was previously listed as an owner - and in the end, his financial obligations to USAA were discharged via Chapter XXXX of the United States Bankruptcy Code. However, even though I was successfully removed from XXXX XXXX 's account, USAA has blocked my own account access and services and has informed me that I am indebted to them in the same amount XXXX XXXX was indebted.
Several months ago, I phoned USAA 's customer service, and without disclosing my name or account number ( I told the representative I had generic questions that were not account specific ), I inquired about the process to remove oneself from an account where he is the joint owner. Specifically, I asked if an account has a negative balance, is it possible to remove oneself from that account using USAA 's online services. The representative told me that it is not possible to complete such an action ; and that if attempted, the system would block it and return with a message requesting the member contact customer service for further details.
I was removed from this account as co-owner BEFORE XXXX XXXX became indebted to USAA, yet USAA is continuing to hold me liable for this balance, and they are preventing me from accessing their full suite of services - services I would otherwise be eligible to access. Not only am I unable to view previous account data and records, I am unable to use the accounts I have housed with USAA.
I was under the distinct impression that in taking action as soon as I discovered the joint-owner 's financial situation, I was protecting myself from liability and demonstrating that I did not contribute to this account mishandling.
|
| 04/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I continue to have issues with my primary checking account at USAA. I deposit and withdraw/ pay bills via this account. USAA does not have many brick and mortar facilities at all and NONE in XXXX/ XXXX XXXX. They have chosen to save money by utilizing the mobile deposit feature. They allow you to access funds immediately if you have built up a certain credibility with their firm. I have. I have been a member for 12 years. I deposit and withdraw a great deal of funds and on a frequent basis. I own a small business which utilizes credit cards in my name. I pay them off on a monthly basis, but I get reimbursed by my firm. I deposit a check and then pay them off frequently.
A few months back, USAA mysteriously removed my access to my account. I was livid. I couldn't see or do anything with my funds. They didn't give me a reason after talking to a couple of people. I told them that I frequently deposit $ XXXX ( which is their limit ) checks from my company. This might have raised a red flag. They never confirmed anything, but after 3 days I was able to access my account.
Now, last Friday, XX/XX/XXXX and two Fridays prior on XX/XX/XXXX, I deposited $ XXXX each. Both times a large portion of my funds were restricted for a week. I called in furious because this has not happened to me before. They stated that it was because of insufficient funds. Well, I received that notice 4 months prior ( and after depositing many other large checks in the interim ). The only reason I got that notice was because I deposited a check and then paid a bill and the timing on USAA 's part caused the NSF. Crazy! I can not believe the US still takes several days to settle funds. That is archaic.
Anyways, the first time i called in the rep was able to get my funds released. Today, I got the run around. First, they said it was impossible. I told them that the prior rep was able to do this. I was not happy. They finally conceded that the rep shouldn't have done that and they continued to refuse my funds. I worked with XXXX and a lady that has a name that starts with a 'Z '.
This seems to be arbitrary and discriminatory. As a minority who has done well for himself, but had to go through a lot of discrimination, this reeks of 'we like him/her and don't like him/her '. This is redlining at its worst.
|
| 08/04/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
my name is XXXX XXXX XXXX XXXX. I am a XXXX XXXX XXXX living breath XXXX born in the XXXX XXXX there fore I am afforded all of the rights put in place by our governmrnt and gaurenteed by my citizenship This Complaint is NOT A DUPLICATE I repeat THIS COMPLAINT IS NOT A DUPLICATE.In order for a complaint to br duplicated there would have to have been a finding of XXXX a proper investigation would have had to be don for wich neither has taken place .It is my legal right to ask for evidence used against me wich i have done so on numerous occasions, but my request for evidence has been repeadetly ignored wich is a violation of my rights by USSA , and the credit bureas XXXX.
XXXX*My credit report shows 2 late payments more than days late ****MY COMPLAINT IS THE DATA FURNISHER IS REQUIRED BY LAW TO PROVIDE ME EVIDECE OF AN INVESTIGATION AND IF THE CFPB WILL LOOK BACK THE WILL FINT THATS I HAVE BUT NOTHING HAS EVER BEEN FROVIDED IF THE CFPB LOOKS BACK I HAVE ASKED FOR EITHER THE APPLICATION WHERE I APPLIED TO BE JOINT ON THIS ACCOUNT OR AUDIO WHERE I VOCALLY REQUESTED TO BE JOINT, AND HAVE NEVER BEEN PROVIDED .i WAS ASKED VIA A VOICE MAIL MBY A MEMBER OF USSA SUPPORT TO CALL THEM I DID SO OM 3 SEPERATE OCCASIONS AND LEFT VOICEMAILS BUT NO FURTHER CORRISPONDANCE CAME FROM MY ACTIONS cfpb I AM AWARE OF MY RIGHTS AND THER HAS BEEN CLEAR UNDEBATABLE VIOLATIONS MADE TO MY RIGHTS BY USAA.
CFPB ALLOWING THIS FILE TO REMAIN ON MY CREDIT REPORT FURTHER VIOLATES MY RIGHTS, AS I WAS EXHAUSTED ALL TIME AND ACTION REQUIREMENTS ASKED OF MYSELF THE CONSUMER TO BE IN THE CLEAR TO REQUEST THE REMOVAL. i ASK THAT YOU ASK THEM TO REMOVE THIS FILE IMMEDIATLY AND I WOULD BE MUCH ABLIDGED IF YOU WOULD SEE FIT T GRANT MYSELF THE CONSUMER A MONATARY PAYMENT PER VIOLATION AS STATED IN THE FCRA BEING THE ELONGATED DAMAGE AND REJECTION THIS FILE ALONE HAS COST ME .THANK YOU IN ADVANCE SO JUST SO WE ARE ALL OF THE SAME PAGE cFPB A FAIR RESALOUTION IS THAT USAA EITHER PRODUCE A COPY OF MY APPLICATIN FOR JOINT ( THEY ( CREDITORS ) DO NOT JUST GO AND MAKE RANDOM OR EVEN REQUESTED PEOPLE JOINT MEMBERSHIP TO AN ACCOUNT FITH OUT FIRST APPLYING. THEY EITHER PRODUCE A COPY OF MY APP WITH MY SIGNATURE OR AUDIO OF ME VERBALLY APPLYING OR REMOVE THE ACCOUNT FROM MY CREDIT REPORT PER MY RIGHTS GRANTED IN THE FCRA
|
| 07/27/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I've been involved in the below fraud. XXXX XXXX XXXX and XXXX XXXX keep saying " speak to my bank '' I requested a wire recall over 6 weeks ago originally. That was somehow lost. I've been scammed out of a significant amount of money ( over {$120000.00} in total, {$65000.00} from XXXX ) and I feel like my bank has done nothing to assist and the other banks won't speak to me because I'm not a customer. I need my bank to go to bat for me and get the money bank and have an open line of communication with me.
XXXX XXXX Case Fraud number : XXXX XXXX XXXX XXXX Fraud Case number : Claim # XXXX and Claim # XXXX I was involved ( the buyer ) in a real estate transaction where XXXX XXXX called my title company and said they wouldn't release the funds to the seller because they were running a deed fraud scam and the name on the account did not match the account number. Today has marked 7 weeks. This was not able to be recorded obviously because it was flagged as fraud. A wire recall was supposedly requested by XXXX XXXX XXXX as requested by XXXX XXXX over 6 weeks ago. I cant get any information at all. The title insurance wont pay out because its fraud and XXXX XXXX said theyd return the funds. XXXX XXXX XXXX won't answer any questions regarding this case either. Both are pointing the finger and saying the other bank isn't responding. If XXXX XXXX is looking to make sure the case was fraud before returning the funds my title company sent hold harmless over two weeks ago, but also if you need proof that it is fraudulent ( and it's the first thing I noticed that the title company should have caught ) is that the notary stamp on page 6 ( below ) you can look up commission ID 's on Pennsylvania 's department of State website and can see that the name does not match the commission number. If you call the notary with this commission number ( her number is in the department of state directory ) she confirms she did not notarize this transaction. The Driver 's license provided as ID to the closer the DL number does not exist according to the records. I can't get any answers from anyone on this they keep telling me to speak to my bank, but my bank has said XXXX XXXX and XXXX XXXX XXXX aren't responding. Thank you for your attention to this matter, XXXX XXXX ( XXXX XXXX XXXX XXXX )
|
| 03/31/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
My husband has been a member with USAA for almost 28 years. We made an international purchase, or tried to ( from a place I've ordered from before XXXX ) we verified PRIOR to pressing the process payment button through XXXX AND also verified after with USAA it was NOT a fraudulent charge when we recieved the text to confirm that... YET the charge was still declined ..AND our account is now under " review '' for fraud. We can't access our money or even look at our accounts now for who knows how long ( They say 3 buisness days, but I've seen ALOT of concerning comments regarding this and it seems that's what it starts as 3 but that time gets longer ) even after verifying multiple times this was a purchase WE were trying to make. AND Now we have about 8 bills that aren't going to go through because we can only conviently make deposits into our account. I probably would get this review alittle more~ if there was maybe actual fraud to look into... But we had verified multiple times now IT WAS US . And what's really annoying my husband was literally on the phone when they apparently decided to lock us out of our accounts completely. So it seems, we're basically just waiting on someone to unlock our account now for a charge that was verified multiple times to be our own. And in the meantime we don't have access to our funds and multiple bills we will be paying fees for when they bounce or don't go through because USAA is only accepting money INTO our account. And all this for a purchase we did everything we had to TO verify we DID MAKE. ( OR TRIED TO. And the purchase never went through either. ) Apparently nobody can do anything about this to speed the process up ... .Or at least we can't speak to anybody who actually can. When I call the automated system it says my information isn't recognized either .... Like I don't exist anymore in their sysyem. But our direct deposits sure are still hitting just fine... Funny thing ... Last month we had about 20+ charges to XXXX to our account back to back ... .That didn't trigger a " review '' or even a block. This though ... .A international charge to a buisness I have purchased from before AND verified with VISA verification prior to pressing process AND through USAA verification AND verifying by phone with a person ... That does.
|
| 06/06/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX I was informed by email that my bank had excessive ATM withdrawal and Check deposits. They needed to call me and talk. ( ( Mind you all this happened in a time frame that I was sleeping and not realizing what was going on. ) ) When I called I was asked about it all and of course I was shocked.
Not only had someone gotten into my bank account, but they had also deposited a check and taken part of that.
I get the scams. I 've read up on them now, and I can see why USAA would accuse me.
But after years of being with them and never having this happen ... Its crazy.
I am living in XXXX and the situation happened in XXXX. It physically, within the time I was seen here and when it happened, could not happen.
I was in church Sunday from XXXX XXXX XXXX, and saw my XXXX XXXX at XXXX on Monday, and I was at work by XXXX XXXX Tuesday morning. By XXXX XXXX that Tuesday I was headed to the VA office.
I most certainly can get written statements from everyone if they want that.
I did n't do this. I would never drain my account and scam myself. I do n't even have anything to do with XXXX XXXX. I 'm not that XXXX, nor did I need money.
I have great credit and not only take that seriously but I have always had a clean account and good standing with USAA.
At first they flat out asked me if I deposited a check for that amount.
I was so frustrated and humiliated by it I actually took offence to it.
They said Id be responsible for the Fraud check balance. ok ....?
I NEVER ERCIEVED A CHECK!! I never even had a check in my hands. Someone else did all this and I 'm getting blamed. Its one of those freak incidents and yeah I 'm just as baffled by it.
Again they did n't and do n't believe me or get it.
Today is XXXX XXXX XXXX and I got an email, ( no call or anything personal to let you now they actually tried ), and I was being held responsible for every penny. XXXX dollars.
So everything they had credited to my account considering what happened, they say they 're taking back. Not only the scammed check, but every penny that was mine.
Everything to my name.
Someone scammed me, and the bank is telling me I did it. I 'm left penniless and I 'm scared.
So if it happens again, I 'll get blamed. Again.
Do you think I want to keep banking with them after this?
|
| 06/22/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I am one of USAA 's victims. and was not included in the terms announced by CFPB and USAA on XX/XX/XXXX. On numeroud occasions, USAA denied me a reasonable error resolution investigation and which I continue to labor under even today. The harm USAA has caused is irreparable as they put on a huge facade as to how they labor on behalf of the veteran. This, in my opinion is nothing more than a marketing strategy and ruse. You can look at the national level of complaints against USAA and while I am glad CFPB sanctioned USAA, it was not enough. Furthermore, I am confident I am not the only one left out of the bone-jarring {$180.00} restitution payment.
Consumer Financial Protection Bureau Settles with USAA Federal Savings Bank Bank Failed to Stop Payments or Resolve Errors, Must Pay {$12.00} XXXX in Restitution, {$3.00} XXXX Fine XX/XX/XXXX Washington, D.C. The Consumer Financial Protection Bureau ( Bureau ) today announced a settlement with USAA Federal Savings Bank, a federally chartered savings association headquartered in XXXX XXXX, Texas.
As described in the consent order, the Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice.
Under the terms of the consent order, USAA must, among other provisions, provide approximately {$12.00} XXXX in restitution to certain consumers who were denied a reasonable error resolution investigation, and pay a {$3.00} XXXX civil money penalty.
The consent order is available at : XXXX XXXX XXXX XXXX XXXX XXXX The Bureau of Consumer Financial Protection is a 21st century agency that helps consumer finance markets work by regularly identifying and addressing outdated, unnecessary, or unduly burdensome regulations, by making rules more effective, by consistently enforcing federal consumer financial law, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov.
|
| 04/06/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
On XX/XX/2015 I applied for a mortgage with USAA. Due to my income to loan ratio, I was told that I would have to receive approval from their underwriting department, which could take up to 3 business days. I asked if there was any way to expedite the process because the sellers would like a Good Faith Estimate (GFE) as a guarantee of creditworthiness, and the mortgage representative said there was no way to make the process go faster.
On XX/XX/2015 I was called by a USAA Mortgage Representative stating that their underwriting department was wondering if there were more assets that I have available, to which I gave them my XXXX information. I was then told it could be up to another 3 days for a decision. Again I told the representative of my situation and that I had already waited 2 days, to which I didn't think I should have to restart a 3 day wait again. He again reiterated there was no way to make the process go faster.
On XX/XX/2015 I was notified of my loan approval. I asked to lock in a 3.625% rate program on a 30-year conventional loan, which she said she did. I was informed they would be sending out my loan paperwork and GFE via XXXX. I asked the representative to make that GFE available electronically so that I could send it to the sellers of the house I was trying to purchase. The representative told me she would make the information available via USAA's electronic documents system.
On XX/XX/2015, the documents were still unavailable on USAA's electronic document system, however they arrived via XXXX and incorrectly showed a 3.25% interest rate with over $13,000 in origination and discount fees that I had never asked for, nor agreed to. At approximately XXXX Arizona time, I called USAA to ask what was going on. A mortgage representative verified that I had locked in a 3.625% rate and that new documents would be sent to me by XX/XX/2015. I informed her that I needed a GFE to give to the sellers and this was already taking 4 days longer than it should have. I asked her to either send the documents electronically or via fax. She state that contrary to what was told to me the previous day, mortgage documents cannot be sent electronically, and that the department that sends our faxes had already gone home so they could not accommodate my request.
|
| 01/19/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
We applied for a mortgage with USAA. They repeatedly lost documents we sent to them. They sent us confusing and conflicting requests. For example instead of saying 'can we have a lease agreement for your rent ', they asked us for bank statements, then those bank statements were n't good enough, then they asked for a letter from the landlord, not good enough and so on. This happened with pretty much every bit of requested information. Their 'notice of incomplete application ' was inaccurate as it included many of the things we already sent. We would try and call 20+times a day and got no answer. They could n't read XXXX orders ( despite being a bank for service people ), they could n't read the condo pack that contained the flood insurance and instead claimed we failed to purchase it. As the Power of Attorney for my fiance as he is at sea and has sporadic internet connectivity I was not contacted ( despite chasing the application up for weeks ) until 5 days before the notice of action was due to expire. I asked for management to contact me, they refused. I reported it to Social Media, who apparently escalated the complaint but it was ignored. Finally I got in touch with a wonderful man who processed my complaint and also went through my application and realised that we had everything that was being asked for ( most of it was forwraded again as they had previously been sent but misplaces, misfiled or misread by the processors ). It was the last day to get everything signed off before the application would be closed. The manager of the processing team assured this agent that she would call me. She then messaged him to say she would in the morning and would deal with the outstanding documents. Instead of doing this she proceeded to close the application. We are already a week over out closing date and now are likely to be up to 45 days over again as we reapply, possibly again with garbled explanations of what is required, poor communication, lost documents and issues with us being overseas ( something that would n't have been a problem had they processed things properly. We have been thoroughly mistreated and as a result not only face stress and financial hardship but will potentially lose our earnest money and even our home, thanks to their handling of this matter.
|
| 12/01/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
My sister died on XX/XX/2022. The probate court assigned me as personal representative to handle her affairs. The court provided me with written notification of this, and my attorney advised me to open an estate checking account to pay my sister 's final expenses.. I called my sisters bank, USAA, to start this process.
USAA advised me that they did not handle estate accounts. Being that there are no " brick and mortar '' USAA locations, I asked the rep with whom I spoke how to handle this. The rep informed me that they would issue a check directly to me, that I could take to my local bank, or wherever I opened the estate account. The value of my sister 's accounts was rather high, and I did not feel comfortable with a check of that value being in the mail. I asked if we could wire the money, and they said, " no ''. I was told that the only option to transfer the money quickly would be to establish a checking account through USAA in my name, and transfer my late sister 's funds into that account. I was further told that the transfer would be instantaneous if I chose to do that. I opened the checking account in my name as USAA RECOMMENDED.
Once I opened the checking account ( on or about XX/XX/2022 ), I was then told that it would take 15 business days for the money to transfer from my sister 's account into the new account. When I protested and stated that this was not what I was told originally, I was told by the rep that it was simply USAA 's procedure.
On or around XX/XX/2022, the money from my sister 's account finally transferred into the newly established checking account that USAA opened in my name. Once this happened, I called USAA to have these funds wired to the estate checking account that I had opened at my local bank. MAY I REITERATE THAT THIS IS THE PROCESS THAT USAA TOLD ME TO DO! This time when I called, the rep with whom I spoke told me that I could not wire the money because my account had not yet been open for 30 days!
My overall complaint is that USAA will find ANY reason they can to not release funds, or delay releasing funds. USAA has clearly failed to understand the simple concept upon which the banking industry was founded ... .A secure place to keep your money and access it when YOU need it. NOT when the bank decides to release it.
|
| 04/23/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American, Servicemember |
|
On Tuesday, XX/XX/XXXX, upon request, I spoke via telephone with XXXX XXXX XXXX, USAA Member Advocacy, Office of the CEO. Her office telephone number is XXXX, XXXX.
During this call, XXXX XXXX stated to me that USAA has never reported a 30 day late to my Credit Bureaus, Further, also revealed to me was that my account was actually on a pay-a-head schedule, ( which I was not previously aware of ). In fact, I had often wondered why payments that I would make for a given pay- month cycle would NOT SHOW as having been applied to that months balance, as the payments were received/posted by USAA XXXX In fact, it did appear that these payments were routinely not posted until the next statement date. If this is a correct and normal accounting practice, I can easily imagine that there is significant impact to the interest that an account generates, much more than warranted. My monthly minimum payments have, frequently, been very large, often over consecutive months. For me, these payments have been budget-busters because as a senior I am on Fixed income, but, somehow, I have managed to mostly keep pace. If I am correct, this is an extremely unfair accounting practice for the consumer and should be abandoned/corrected by USAA.
As evidenced by the Attached XXXX XXXXXXXX XXXX Report, USAA did report a 30-day late on my account in XX/XX/XXXX, and, another 30 -day late report was actually threatened by a USAA representative for a XXXX, XXXX payment, actually made on XXXX XX/XX/XXXX, within the XXXX Payment schedule period, but, again, not posted ( I assume, until the XX/XX/XXXX Account Statement date ). I assumed that this threat was due to an overzealous attempt by an USAA agent to collect a debt. Also, the XXXX Attachment Credit Report shows the dates of Payments made and the often Large amounts of these payments and over the course of two years how little of the total of payment amount actually went to reduce the principal balance I made no or very few purchases/charges to the account during this two year plus period.
I contend again, that I have not been 30-day late on my account and that the existing 30-day late on my credit bureau for XX/XX/XXXX should be removed as soon as possible.
I am also attaching a copy of my USAAs Statement of account dated XX/XX/XXXX.
|
| 12/12/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
On XXXX XXXX, XXXX, I received a notice from a fraud detection service I am a member of. ( XXXX XXXX ). They showed that I was turned in by USAA Bank for " being over the limit '' on my credit card with them. Since I had scheduled a payment to be made the prior week before the stated " Due Date '' in XXXX, I went in to check to see why USAA did not process my scheduled payment. I have had several intermittent issues with USAA processing my payments over the past few years - some with credit cards and some with premium payment for insurance. Each time I notified them of their problem, but no fix has ever been initiated by them to my knowledge. Once I saw this notice from XXXX, I went into the USAA website to see what the problem was. Again, they did not process my scheduled payment causing this " over the Limit '' issue. I immediately made ANOTHER payment. This time it was processed. The date was XXXX XXXX. The XXXX notice and information passed along to XXXX ( and perhaps other credit reporting agencies ) stated falsely that on XXXX XXXX, my account was " over the limit. '' On XXXX XXXX, I went back into the XXXX account to make sure the supplemental payment I made showed up, as it did on XXXX XXXX. It was there on XXXX XXXX and I made a screen shot of the USAA information posted. USAA provided reports to the credit reporting agency ( ies ) that stated I was " over the Limit '' on XXXX XXXX, XXXX, even thought their own documentation showed otherwise. I notified USAA to report this false report and or the few hours that my account showed being " over the limit, '' provided them with the screen shot and asked them to look into my files to see all of the many other times they did not process my scheduled payments, and asked them to send the corrected and correct information to XXXX and other reporting agencies to clear up this problem they created. They contacted me after a few weeks and said that they " thoroughly '' investigated this and this was not their error. Not sure how this is possible with the facts and evidence I provided, but nonetheless this was their stance. I have along list of documentation history on the scheduled payment problems with USAA, the XXXX Report, the USAA Account screenshot that I can provide to support the statements made herein.
|
| 06/29/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
Recently I had the opportunity to talk directly with XXXX XXXX XXXX at XXXX XXXX, CA and felt inspired to reach out to discuss an issue that occurred through one of the biggest military savings bank, USAA, in 2015. I had heard some of the benefits of SCRA and did plenty of research. I reached out to USAA and asked them if they would honor me, a 17 year XXXX XXXX XXXX, with SCRA benefits, for ex. lowering my APR on credit card bill. They responded with not only a no, we ca n't do anything for you, but stated that it only is good for those members that recently XXXX or were XXXX, and it 's only good for 60 days after you return or moved. I stated to them, per the law, these benefits were to extend to a servicemember during their entire commitment to the military and would terminate 30-90 days after discharge from the service. They stated that I was in fact incorrect, and that they were only required to cover a member with benefits from SCRA if they were XXXX. They even had a clause that stated if you achieved a XXXX, that it may qualify you for the SCRA benefits. I submitted my XXXX, and they stated it was too far out of the window. I have copies of both denial letters. My frustration is that other banks can honor different things with the same law. I 've had some military members ask their bank about SCRA and they had granted the lower APR while on XXXX XXXX even if there was a debt incurred prior to active service. Some actually received back pay for their credit card interest over 6 %. Maybe it is my own personal feelings, but how is this equal that a person can incur massive debt prior to the military, apply for SCRA and have his APR reduced to about 6 % and it remains active for 20+ years but a young XXXX that was a bit more financially responsible can not receive the same benefits if they inquired about SCRA the first day after enlisting? They may choose to spend the next 20 years fighting for a lower APR by constantly charging higher APR credit cards that they qualify for, take out several loans, store credit cards, trying hard just to maintain their credit and perhaps never reach a 6 % APR? According to USAA, you only can qualify for SCRA benefits if you have orders to PCS or deploy and that will only be good until you return to your homestation.
|
| 05/28/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I have been a member of USAA since the early XXXX. Approximately XXXX years ago, following a divorce and a failed business, I filed bankruptcy. XXXX of the debts included in the bankruptcy was my USAA credit card with a remaining balance that was under {$3000.00}. Intent on trying to turn things around, I signed up to monitor my credit through USAA 's partnership with XXXX. However, soon thereafter I tried to log onto my USAA account and I received the following message : " According to our records you filed bankruptcy and we can not collect certain debts. To obtain access to your existing accounts you may log on by clicking proceed below. ( XXXX ) '' The link took me to a limited and cumbersome USAA Web site and I was no longer able to access my XXXX credit monitoring account. The Web site also gave me limited access to my USAA Automobile Insurance policy and my USAA Auto loans ( which I continued to pay and reaffirmed in the bankruptcy - so USAA did not lose anything on those XXXX loans ).
I wrote a letter to USAA ( attached ) stating that it seems the only purpose of displaying this message in bold red and redirecting members to a limited and cumbersome Web site is purely punitive and to humiliate its members further. There is no benefit to USAA. It is only a punishment and a humiliation for someone like me who had no other option following a divorce and failed business venture. So every time I log on to make my car payments or to pay my insurance bill or to access some other service at USAA, I am further humiliated. If this is USAA 's purpose and goal, then it has succeeded - I am further humiliated and reminded of my failure a few times each month.
I received a call responding to my letter - no one wrote back. I was told that the reason for the limited Web site was so that USAA would not inadvertently extend any further credit to me following my bankruptcy. This makes no sense. They could refuse to extend additional credit to me without redirecting me to a cumbersome Web site and displaying the humiliating message. I am also a member of XXXX XXXX, and had to include a debt from their company, but they do n't display humiliating messages or redirect me to some cumbersome Web site. It seems the only reason for USAA to have this policy is punitive.
|
| 09/06/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
Requested General Purpose loan for {$45000.00} from XXXX XXXX XXXX in late XXXX. XXXX transferred {$44000.00} to USAA on XXXX XXXX XXXX using ACH trace number XXXX ; however, loan proceeds went to the wrong account owned by another account holder at USAA due to a clerical error. Funds were sent to USAA account ending in XXXX ( unknown account owner ), rather than my account ending in XXXX ( owned by XXXX XXXX XXXX ), which matches the name on my XXXX account where the transfer originated.
I noticed the funds were sent to the wrong account o/a XXXX XX/XX/XXXX and I called the XXXX, who completed a " stop payment and reissue. '' I followed-up with the XXXX and USAA in several phone calls over the subsequent days, weeks, and months, and a summary of the outcome from those calls follows : Initially the XXXX advised 7-14 days to process the stop payment and reissue. Shortly thereafter, it advised XXXX needed to conduct an investigation expected to take 60-90 days which began on XXXX. I followed-up with weekly phone calls to check on the status of the investigation, and the XXXX didn't have any updates through XXXX. I pressed for an actionable update after 90 days elapsed and XXXX advised on XXXX its investigation was complete and it would re-issue the funds within 5 business days. I called on XXXX to check on the transfer status and XXXX advised it had not re-issued the funds and I needed to contact Dept. of Treasury for further action.
I called Treasury on XXXX and spoke with Agent # XXXX who advised XXXX contacted them on XXXX and Treasury sent an inquiry to USAA, but had not received a response. I followed up with Treasury on XXXX and USAA still has not responded to Treasury 's inquiry regarding ACH Trace number XXXX.
I have submitted three disputes with USAA regarding its failure to respond to Treasury inquiries ( USAA disputes on XXXX, XXXX, and XXXX ) without resolution. USAA refers back to the originating institution ( XXXX ), but XXXX has already forwarded the transaction reversal to Treasury and action remains unresolved with USAA.
USAA is enabling a federal felony by not recovering funds erroneously deposited into account ending in XXXX so they may be re-issued to the proper account holder, XXXX XXXX, with account ending in XXXX.
|
| 08/13/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
On XX/XX/2020 I looked on to my USAA account and discovered two a XXXX a savings and checking account hold jointly had been drained of all funds.Upon review of the transactions here is the list of the fraudulent ones : Savings Account XX/XX/XXXX XXXX withdraw - {$65.00} XX/XX/XXXX XXXX withdraw - {$430.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX XXXX deposit {$1000.00} XX/XX/XXXX USAA funds transfer from account - {$200.00} XX/XX/XXXX XXXX withdraw - {$400.00} XX/XX/XXXX XXXX withdraw - {$570.00} XX/XX/XXXX XXXX withdraw - {$600.00} XX/XX/XXXX XXXX withdraw - {$1000.00} XX/XX/XXXX USAA Funds Transfer - {$40.00} XX/XX/XXXX XXXX Deposit {$400.00} XX/XX/XXXX Deposit Check via mobile ( check is made out to a person not known to either account owner and made out for {$170.00}, tried to deposit the check for {$1000.00} ) XX/XX/XXXX XXXX withdraw - {$400.00} XX/XX/XXXX XXXX withdraw - {$400.00} Checking account XX/XX/XXXX USAA funds transfer to account - {$200.00} XX/XX/XXXX XXXX withdraw - {$430.00} XX/XX/XXXX USAA funds transfer {$40.00} XX/XX/XXXX XXXX withdraw - {$100.00} USAA was called on XX/XX/XXXX and notified of the suspicious activity on the account. No response from USAA, called on XX/XX/XXXX and wanted to speak to the joint owner of the account. XX/XX/XXXX called to get case number and update, and was told to wait 10 days. Called XX/XX/XXXX and went into all the transactions. Upon discussion USAA it was discovered that USAA contacted us on XX/XX/XXXX to notify him of a new device added to his account. When looking through his gmail account none of the notifications were in his email, nor trash. USAA notification for deposits and adding access to XXXX was all gone. USAA recommended changing passwords and running a credit check. The criminal might have used access to our email account to then authenticate themselves for the USAA transactions.
Looking through the gmail account odd emails had been found. It turns out all emails being sent to a XXXX XXXX were in our account. An email was sent to XXXX XXXX and he responded to say that his email had been hacked and that he also had a {$1000.00} bank fraud.
USAA has not been forth coming with the fraud investigation, no case number has ever been given.
|
| 11/30/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
On XX/XX/2020, my daughter, XXXX XXXX was notified that USAA bank has decided to cease all banking business with her. They asked that she please go ahead and make the necessary steps to move all direct deposits. This also included stops of any debits that normally come out of the account monthly. As my daughter has stated on several occasions, this is fine and we can move to another bank ; however the day that USAA decided to close the account and place the account on credit hold, was the day after my government funds from the VA could be moved. I get {$1600.00} from the VA each month. While I am fine with paying USAA what my daughter owes to settle this and be done and settled. I have explained this to USAA reps several times over the last few weeks.Apparently the fraud department has decided to place the account on credit hold and hold all funds. This is rediculous especially when the provisional credits that are in question are far less than the money deposited in the account.
Also, my daughter sent information that the bank needed on XX/XX/XXXX regarding the disputes which lead up to the USAA decision. She even filed a complaint on XX/XX/2020 with CFPB about this matter and the results were USAA is currently working on it. USAA is not working on anything, they have made their decision which is totally unprofessional of a bank. When you call the XXXX number for USAA they state to tell your representative that you are having a hard time and they will do what they can to assist. Well as of XX/XX/2020 I have tested positive for COVID. I need my monthly funds for not only my bills and meds but the meds that are being prescribed to me by my doctor. PLEASE HELP. and having XXXX at USAA call my daughter to say i feel sorry for your mom but not you, tell your mom to wait until XX/XX/XXXX is literally a DEATH SENTENCE. ALSO, PLEASE NOTE THAT A LETTER WAS NOT SENT OUT TO MY DAUGHTER UNTIL AFTER HER INITIAL COMPLAINT WITH CFPB WAS FILED. USAA HAD NO INTENTIONS ON SENDING INFORMATION BY MAIL. AND THERE IS ONLY 2 LETTERS NOTIFIYING OF 2 PROVISIONAL CREDITS BEING WITHDRAWN NOTHING FROM THE PREVIOUS DISPUTES ONLY WITHDRAWLS.
NOBODY SHOULD BE WITHOUT THEIR GOVERNMENT FUNDS DURING COVID AND THE HOLIDAYS. MY DAUGHTER LITERALLY BEGGED XXXX TO RELEASE MY FUNDS.
|
| 03/30/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
My father, XXXX XXXX, ( over whose finance I have power of attorney ) has a Flexible Premium annuity that he opened years ago with USAA. Policy number # XXXX. My father called and asked what the taxable liability was on the policy in XXXX and was told roughy XXXX was the taxable liability. The interest on the account was taxable. I asked USAA to transfer XXXX from this annuity to his checking account. USAA never did this even after after my father and I both reached out to them several times. At the end of XXXX ( XX/XX/XXXX ), I sent a transfer of ownership request via US mail to USAA which was received by them on XX/XX/XXXX. In XXXX, my father called USAA to inquire why the transfer was not made and was told they were too busy to process the transfer and it would be done soon. Called again in late XXXX, and was told again it was in process. In late XXXX, I received a 1099 form showing a withdrawal of XXXX. I called USAA to inquire why I received this when the money should have been taken out of taxable interest, not principal. USAA responded it was taken out of principal accidentally. USAA now maintains that there is a major ax liability on this policy. The XXXX was taken out of principal not interest mistakenly. My father has called many times and has not been allowed to speak with a supervisor. They will not discuss the matter with me and they have held me on the phone for 30 to 45 minutes while my case was discussed. They still have not transferred ownership to me ( his daughter ) nor they have clarified why they applied the withdrawal to principal rather than interest. They claim they have conducted 3 audits and have offered no explanation. Their attitude has been adversarial. While they claimed to have fixed the mistake there are two secondary effects of this. First, my father wanted to transfer this money to me in Florida where the income tax is lower, so he is now left with a larger tax liability since he has moved to New Jersey. Second, my father has spent countless days and a lot of worry trying to get USAA to fix this problem with zero help. He feels emotionally drained and cheated when this is a company that is supposed to be helping veterans like him. Never once has USAA apologized. Please help me help my father hold USAA accountable.
|
| 07/26/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
So basically I went into Forbearance mid XX/XX/XXXXdue to some issues my business encountered. I called in to XXXX ( representing USAA bank ) in XXXX investigating the process to migrate to a deferall. The guy on call sorta jumped the gun and submitted me for the deferral before end of call once realized what he had done I freaked out and he cancelled it and was supposed to have a manager call me. I forget exactly the sequence after then if the deferall was properly cancelled or I was recorded as late cause didn't comply with, the logic was why come out till firmer on financial footing and was allowed 12 months. Anyway, In say XXXX or so I called raising XXXX and got to speak to manager or supervisor that seemed like they have it under wraps and would be able to pursue the deferral. I then actually even did another loan after that and during that process ( XXXX ) called in to discuss and came up again and was under impressions would be able to do deferral and to just start making payments in XXXX. I did this. My payment was rejected by XXXX and returned. I then received a note I had been approved for a mortgage modification. I only wanted the deferral. i don't want my credit damaged and my understanding was that during the Covid Forbearance there was not interest acruing on the missed payments. I basically want to do the deferral to protect my credit and think I should not pay extra interest penalties/ due to modication, but they actually increased my principal balance like XXXX. I have called into XX/XX/XXXXand had 3 requests for manager to call me back but have gotten none. One from XXXX and two recently. I fell like this is just going to go into foreclosure before they ever respond. I am told I must accept the modification or go into foreclosure, but all I ever wanted was the deferral at end of my forbearance and they fumbled this so many times and have folks on the phone who can't cover the details of these programs in details which makes it more tricky and confusing. I am sitting on the phone with XX/XX/XXXXnow again for the 4th time in weeks. Please help. -- I have been waiting over 30 minutes so the XX/XX/XXXXagent just came back had to disconnect ( extension XXXX / XXXX ). this was my 4th attempt to escalate now and look at the results.
|
| 09/21/2015 |
Yes |
- Debt collection
- Credit card
|
- Cont'd attempts collect debt not owed
- Debt was discharged in bankruptcy
|
|
Web |
Servicemember |
|
On Friday, XXXX XXXX, 2015, at XXXX, I was on the phone with USAA Bill Pay Department speaking with a representative by the name of XXXX. When I filed for bankruptcy, USAA shut down all access to their website and services and only allowed me the ability to access to my account via mobile application. I was calling to see if it was possible to regain access to by Bill Pay so I could pay my bills again.
XXXX stated the restrictions were put into place because I had a credit card which was included in the bankruptcy. She will transfer to the credit card department to pay my bill and then the restrictions will be removed. When I said excuse me, she against stated that when I my credit card debt, the restrictions against my bank accounts will be lifted and I can become a " normal '' customer again. I informed her what she stated to me was very illegal ; that the debt was discharged in a BK and she can not collect on a debt that was involved in a BK and she can not promise me things that will not happen. I then asked if the phone calls are being recorded and she stammered out a few answers before I was able to be transferred.
I was eventually transferred to an Executive Resolution Specialist, advised the Rep was in violation of the BK discharge and FCDPA ( false/misleading representation/unfair practices by stating restrictions would be removed when they would not, did not notify me they were collecting a debt and trying to collect a BK discharged debt ). The executive resolution specialist first asked what I was looking for in compensation, which I stated I was only trying to determine if the restrictions could be removed from my bank accounts. The Specialist informed me the restrictions on the bank account could be removed if the BK had been discharged, which had been in XX/XX/2015. After XXXX mins on the phone, I was advised the restrictions would NOT be removed and even though the debt was discharged in a BK and XXXX committed violations against FDCPA, they were sorry for her behavior. Prior to this statement, which resulted in my stating I would file a report with the CFPB and contact my BK attorney, I was advised all calls were recorded, was questioned as to why I wanted to know that information and what would the information be used for.
|
| 05/24/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I made a transfer from my XXXX XXXX XXXX account ( XXXX ) to my XXXX checking account ending in XXXX. That transfer properly made it into the XXXX account the next business day XX/XX/XXXX. I did another transfer on XX/XX/XXXX from my XXXX to XXXX for {$630.00}. I noticed after about a week this particular transfer never showed up in the XXXX account. I made my first contact with XXXX on XX/XX/XXXX who instructed me to make a dispute for the missing transfer. I followed their guidelines and did the dispute through XXXX. Within a day the dispute was closed with XXXX stating that I would have to contact XXXX to fix the missing dispute.
I called XXXX that same day, uploaded my statements that showed I had more than enough funds in the account to succesfully make the transfer. XXXX even provided me the 15 digit reference number for this transfer. They instructed me to provide this information to XXXX and I did. In the meantime, to keep our checking account with XXXX from being negative I initiated another transfer XX/XX/XXXX for {$310.00}. The same problem happened with this transfer and it never made it into the XXXX checking account.
I contacted XXXX immediatly to open another dispute. At the time I was not sure what the proper protocol was so I was in contact with both Banks. I provided XXXX with the 15 reference number for this transfer.
Within a few days XX/XX/XXXX. XXXX had refunded me those two missing transfers after I uploaded supporting documentation and statements highligting the missing transfers, dates and how they never appeared in the XXXX account. On XX/XX/XXXX and XX/XX/XXXX XXXX penalized the account for the two amounts I had disputed ( {$630.00} and {$310.00} ) they took these amounts out of our XXXX checking account without any reason. This in turn put the account in the negative.XXXX claims XXXX needs to fix this issue however XXXX has honored there role and reimbursed my XXXX for the two missing transfers, a representitive claims that since XXXX 's system penalized our account for those 2 amounts then XXXX would need to honor their mistake and correct it.
I have been fighting with them to fix this but they keep saying I am liable even though I have supporting documentation to highlight their error.
|
| 10/25/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Money order, traveler's check or cashier's check
|
- Problem with customer service
|
|
Web |
Servicemember |
|
I opened a checkings and savings account with USAA in early XXXX. On XX/XX/XXXX, they sent me a welcome letter, and it had trouble getting to my XXXX XXXX XXXX XXXX XXXX The gentleman in charge of my dorm had me change the format of my address slightly, but it was nearly identical to the previous address. About a week later on XXXX XXXX USAA locked my account. I wasn't sure why, so I called, and they told me they were experiencing technical difficulties and I should wait a week. When I called again, I had to talk to 2 or 3 people before anyone was able to figure out the source of the problem. They told me that USAA was exercising its right to no longer do business with me, and they were closing my account. Their reason for this was that they thought someone had broken into my account. I called the fraud department, and the guy I talked to said it was change of address. I read off the old and new addresses I had, and he said the current one was neither of those, and I had to provide proof of identity to access the new address. I went through the process and talked to a lady who told me the current address was the same as what I had changed it to. I'm not sure then why the fraud guy saw a new address. I was told the escheatment process was being conducted and they would send me a check 30 business days from the close of the account, around XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent me a letter saying they were still conducting the process and I could reach out with any questions. I have reached out to him a few times, but he never answers, even if I try all times of the day. He never returns calls even if I leave voicemails. I called again on XXXX XXXX 1 month after I was supposed to receive the check, and I got the same response. I talked to multiple people and was on hold for very long periods of time, and everyone kept saying they had no idea when the check would be sent because USAA is still investigating. They acted like the process would be timely when I talked to them earlier, so I am not sure what is taking so long. There seems to be no resolution to the issue, and I would like access to my money instead of it being locked up in USAA 's hands. The lack of transparency and constant " you're not my problem '' attitude is very troubling.
|
| 05/06/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
During travel to XXXX approximately XXXX in support of XXXX XXXX XXXX I noticed fraudulent charges on my card, which is a Visa through USAA. I contacted the fraud department ( very difficult in these circumstances, and XXXX XXXX XXXX XXXX ). They refused to connect me to the fraud dept because they could not verify me, due to wifi calling in lieu of cellular. I had to have my bosss wife call them, and then switch to me after they verified her.
After reaching the fraud dept, I was transferred to the the credit card dept, where I was met by a person with XXXX XXXX. I hung up, because I suspected a hack. The fraud representative never shut off my card, which continued to hemorrhage charges. I called the fraud dept again after realizing they hadnt even frozen my card, and was promptly forwarded to the wrong department. I then had to wait on hold, again ( have I mentioned that their calling tree makes it painful to reach a human? ), until I reached another rep. Who threatened to hang up on me because I was angry. I went through the charges with her and she said she filed a report. She insisted on sending me a new card and not freezing my account. Then the call dropped, because XXXX. Instead of contacting me back, they contacted MY EX WIFE.
Tonight, I received an email saying that my credit score has dropped because my card is past its limit. They still havent removed the charges. So I was forced to compromise my identity again to call them over questionable WIFI. And this representative told me that her record shows that I didnt finish going through the charges with the previous rep. Despite the fact that I spent over an hour on the phone with the previous representative. We went through the charges again, and she assured me that it was complete.
The charges are still present on my account. I have no confidence in USAAs fraud procedures anymore, and this has been a brewing problem for a couple of years, despite the fines they have received. I just got a new card a month or two ago because it was compromised. This card is my oldest credit account, so I cant simply close it, although it seems they wouldnt close it if I asked, since they refuse to freeze it.
USAA needs regulatory discipline to step in to fix whatever is wrong with them.
|
| 03/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I am a member of USAA since XXXX and have checking accounts with them, and where I receive my direct deposit from my employer.
On XX/XX/2021, I made a transfer through the USAA app from my XXXX checking account in the amount of {$13.00} and my funds which usually are available immediately were put on hold until XX/XX/2021. Those funds have been debited from my XXXX account since XX/XX/2021, but I am still unable to access it because the funds are still on hold with USAA. Today I made a check mobile deposit in the amount of {$25.00} and again, the system placed a hold until XX/XX/2021. I contacted USAA to cancel that deposit, since it was done through the mobile app and the system was putting a long hold without warning me about the holding time to allow me to cancel the deposit and was on on the phone from XXXX PT until XXXX PT. I spoke with a representative who kept me on the call for a long time and then finally transferred me to a senior representative named XXXX, who refused to remove the hold on my {$25.00} deposit. I explained to him that the system did not inform me of such a long hold time prior to complete my transaction, and still he said its USAA policy to keep long holds on deposits. Since I have been a member for almost 30 years, I knew XXXX was not giving me the correct information, since small deposits becomes immediate availability, so I contacted USAA again, and spoke to another representative named XXXX, and then was transferred to a representative named XXXX, who said that earlier her colleague XXXX had refused to remove the hold and placed a note on my account at XXXX CT. She used refused when referring to the notes placed by XXXX earlier XXXX I told XXXX that I called to get to the bottom of this problem that has been occurring with my deposits and transfers and the extended holds, as I feel I am being discriminated by the bank and asked why all my deposit transactions have been put on long holds on the past few weeks, but she didnt have an answer for me and again, just didnt give me an explanation or offered me a resolution on this issue. I am attaching copies of my transactions with USAA, copy of my XXXX list of transactions showing funds paid to USAA on XX/XX/2021 and copy of check deposited today for review.
|
| 12/11/2015 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
On XXXX XXXX, 2015 I was written a check in the amount of {$270.00}, from XXXX XXXX, with an account from XXXX XXXX Bank. I attempted to deposit the check thru USAA 's mobile deposit, via my cell phone. I got a couple of error messages and decided to go to my local bank, XXXX, to deposit the check. The next morning, XXXX XXXX, I noticed that both banks accepted the deposit. I called both banks immediately and explained the situation, then I asked XXXX to call her bank and explain the situation, she did. USAA advised me to let the transaction happen and XXXX of the banks would reject the deposit. XXXX also informed me that XXXX of the transactions would be rejected. Within a few days I noticed that XXXX had returned the check and charged me a {$5.00} return fee, which I expected. The funds from the check were still in my USAA account. XXXX XXXX, 2015 the funds were pulled from the USAA account. I contacted USAA and the representative told me that the funds would be returned to XXXX XXXX 's account. I contacted XXXX and she explained to me that the funds were debited XXXX, then credited once and charged an overdraft fee. We waited a few days to see if the funds would be returned to her checking account, which never happened. I called USAA again on XXXX XXXX and they told me that the funds had been taken out of my account by the Federal Reserve and put into an account at XXXX XXXX, because it was a duplicate check. USAA told me that my local bank, XXXX, would have to take over and that it was no longer in their hands. The same day I called XXXX and spoke with the branch manager, and she explained to me that the check was not returned due to a duplicate item, but because there were insufficient funds in the XXXX 's account. I was advised to contact the Federal Reserve and give them the reference number that USAA gave me. Ref # XXXX. When I contacted the Federal Reserve they told me that USAA had given me the wrong information and that USAA would have to call on my behalf. The women with the Federal Reserve never asked me for the reference number, but instead suggested that I file a complaint if USAA refused to help me with the situation. I feel like USAA has given me the run around and ca n't seem to answer any of my questions correctly.
|
| 06/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
After having been charged for services for which I enrolled in with an online legal form provider, and the site not properly functioning, I disenrolled services but was still charged for membership fees for multiple months. After contacting the company, they issued an email and stated services were canceled and that a refund had been issued. I however have not received any refund. After several months of attempting to resolve the issue, I was forced to dispute the transactions with USAA and submitted to the XXXX the email received and the full contact information for the company of the dispute. USAA denied my dispute, while having been fully provided all requested documentation, and thus charged me over {$500.00} in NSF fees as a result of those transactions. This institution has become awful to contact, rude, and will do anything possible to cause more financial burden on their members. They have scammed me out of insurance premium paid, and they canceled the policy, while refusing to provide a refund of premium, dividends, and did not respond to my claims for storm damage and theft that occurred while the property was under coverage of the policy. They have also prevented me from obtaining further coverage, but accepted payment for policy for the year and canceling the insurance without notice. They should be ashamed. Since changing administration, they have taken advantage of military XXXX, veterans, and their families by all means available to them. It is my wish that this institution be required to provide full refunds to its members, and be forced to cease operation as they have continued to violate federally mandated procedures and having been access fines previously for the violations. I have attempted to resolve the matter through arbitration as stated to do so under the account holder terms and conditions, but the institution responded that I would be required to change venues to a court instead. Any attempt to do so has been responded with inconsistent information being provided by USAA and I will be forced to initiate a claim through Texas courts while being a resident of XXXX which will cause major financial burden. It is my belief that USAA is abusing this power to avoid accountability for their actions. Please HELP!
|
| 07/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Greetings, I opened a banking account with USAA on Sunday and I deposited {$25.00} dollars from my other banking institution and on Monday, I also spoke with an agent in regards to the account and she told me that everything was perfect and that my personal check and debit cards is on the way to my house for myself and my wife.
Today, as I was revising my account, I noticed that the {$25.00} was OFFSET, so I called USAA and the agent informed me that the {$25.00} was used to pay a debt I supposedly have with USAA for the sum of 5 thousand dollars plus, which is completely bogus and I told her thank you very much and she also informed me not to deposit anything into this account because they will take it to offset the negative accounts.
Now, let me fully explained what happened with USAA and the abuse and unjustice they caused me and my family during the year of 2012 when we were in the XXXX XXXX. My card and all of my personal items was stolen by armed robbers and they used my cards to go on a spending streak, now when i called all of my cards company and banking institutions as well as the US embassy in XXXX XXXX, everyone and companies was very helpful and closed my accounts and reimburse all cash that was fraudulent. Except the big boy USAA and one of its representative that was so rude to me stating that i had log in my account why did i not say anything and that it was not a fraud claim and there's nothing that they could do for me. I couldn't argue or anything because they did not give me any opportunity. I never in my life felt so direspectful by a company and abused by a company like USAA and I need help now, because they are the ones who owes me {$5000.00} dollars for suffering, I had to borrow money in order for me and my family to get back in the states and this is not the first time that I've heard about this type of unjustice. These agents are above the law, rude and treat you like you are the robbers it is time to get justice, I had let it go since I couldn't win but for them now to take {$25.00} from me to open a new account which they allowed me to open it's reason enough to show the unjustice of this company and yet they keep saying that they are out to help military and their families? where is the help USAA?
|
| 10/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I was a happy loyal USAA member until recently. I recently had a charge on my account that I did not authorize. I called USAA, and they issued me a new card and opened a dispute. A couple of days later I got a call from a claims investigator who asked me for more information. I told him that I did not recognize the charge, and he basically told me that was going to deny the claim because I have a chip card and " that didn't make sense ''. He told me to verify with members of my house if they took my card or not, which I asked my husband and he said no. Didn't matter - USAA denied my claim because he didn't think it made sense that happened. As if that was enough of a financial burden caused by USAA ( me having to pay for a transaction I did not authorize ), I made of payment of {$8000.00} on XX/XX/2020. It cleared my checking account by the next morning, and I see the payment in my transaction history, however USAA is holding the payment for 7 days. In all the years I have been a member of USAA they have NEVER once held a payment. Thinking it was a glitch, I made another payment of {$1000.00} so that I could use my card. NOPE, USAA is holding that as well. I called on XX/XX/2020 and spoke to someone who was extremely rude telling me that USAA will hold all payments now for 7 days and that I can't use my card until XX/XX/2020. UNACCEPTABLE. When i asked her why, she told me because I was over my limit. I told her that I was waiting on funds from the sale of my house to pay, however I was never late on my payment, and I was only over {$130.00} and that is because USAA posted interest on my account BEFORE the 2 purchase I made, which caused the overage. Furthermore, if USAA was going to " select '' what they posted first, why didn't they decline my transactions? She told me it didn't matter, that both of my payments were going to be held for 7 days. I asked her to reverse the {$1000.00} payment then so I could at least have some money available to me, and she said she could not. I told her on the USAA app it says to call to cancel a pending payment ( I made the payment about an hour before I called ) and she said nope. I asked her to transfer me to someone who could. Nothing. She just said she needed to have someone call me back.
|
| 12/11/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
I recently lost my job and attempted to place a hold or cancel any monthly subscription services which auto debit from my account. Unfortunately I missed some and my account dipped onto the low side.
XX/XX/XXXX Account was negative XXXX AFT attempt from XXXX for {$1.00}. USAA declined the transaction and assessed {$29.00} NSF fee XX/XX/XXXX XXXX attempted the AFT again, declined {$29.00} NSF assessed.
XX/XX/XXXX XXXX attempts AFT, declined NSF fee assessed.
XX/XX/XXXX XXXX attempts again, declined {$29.00} fee assessed.
XX/XX/XXXX XXXX makes another attempt, declined {$29.00} fee assessed. ' Balance XX/XX/XXXX is - {$80.00} XX/XX/XXXX XXXX finance attempts AFT, declined {$29.00} fee assessed.
XXXX XXXX is only company that attempts to withdraw. XXXX makes 7 attempts between that time frame and all 7 are declined with {$29.00} NSF fee totaling {$200.00} in fees.
XX/XX/XXXX XXXX makes another attempt, declined NSF fee assessed.
XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed XXXX XXXX makes an additional 4 attempts all declined and additional {$110.00} in NSF fees against the account.
XX/XX/XXXX XXXX attempts again, declined, NSF fee assessed.
XX/XX/XXXX XXXX attempts AFT, declined, NSF assessed.
This continues through present and my account is now - {$790.00} all in NSF fees. Not one bill was paid, and these fees are resulting from each company making multiple attempts to clear payments.
Until I am working again, hopefully soon, I have no funds to get this account even close to a XXXX balance. By the time I am able to fix this, I may owe close to {$2000.00} in NSF fees for a total of 7 individual transactions that made repeated attempts on my account.
I can't understand how this could be on the up and up. As a matter of fact, I have been involved in at least two class-action lawsuits in the past involving XXXX and XXXX for similar issues being shady with overdraft fees and how they chose to apply those fees.
If this seems off to you as well and you believe you can assist me in getting this under control, I want to thank you in advance.
If all the fees from USAA appear legit and I'm just in an unfortunate situation, please let me know and I'll stand down and accept that I singed up with a bad bank.
|
| 01/30/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Servicemember |
|
I posted a dining table for sale on XXXX, XXXX XXXX. I was contacted via email and asked to text reply. There were 2 phone numbers from which I received/sent texts : ( XXXX ) XXXX and ( XXXX ) XXXX. The person bought the table and paid with a cashier 's check. I deposited it to my USAA bank account as listed above, and waited 24 hours, although my bank said the money was available immediately. The person wrote the check for {$1600.00} in excess of the cost of the table and asked me to pay movers to send it. They asked me to send money to the movers via XXXX. I had never used XXXX. I sent {$1000.00} via XXXX XXXX through my bank, USAA ) on XX/XX/21 to XXXX ( my account was limited to $ XXXX ) and then I sent {$600.00} via XXXX on XX/XX/21 to XXXX, for a total of {$1600.00}. I then noticed that the cashier 's check had bounced. I contacted my bank and was told that the cashier 's check was counterfeit. I did not know such a thing was possible. My bank ( USAA ) said they would inform XXXX and the recipient 's bank. About 10 days later USAA said the recipient 's bank declined to return my funds. I got a letter stating that the recipient 's bank account was frozen, and that per XXXX policy I need to work it out myself with the recipient. This is not possible with a criminal. I called my bank back and pointed out that XXXX policy forbids use of the service for illegal activities including fraud or scam, but my bank declined to take further action. I requested a copy of the info provided to XXXX and the recipients bank, so that I could be sure that they were informed of the fraud, but USAA never provided it. I also contacted XXXX, and XXXX had no information that USAA had ever tried to contact them, which is suspicious. I have not received a refund of my defrauded {$1600.00}, although I filed a complaint with my bank and I asked to speak with a XXXX. I called them 3 times. I have the scammer 's name, email, phone numbers, and counterfeit check, as well as the XXXX and USA transaction numbers, and the report of the frozen bank account of the recipient. I am hoping someone can help to refund my money. It is disturbing that there is NO policing of the XXXX wire transfer service by banks or XXXX. I have been a USAA member for 28 years.
|
| 09/19/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
The credit card was issued by USAA. The credit card was used for general purchases and also was used to automatically pay my monthly auto insurance premiums with USAA. USAA is not SUPOSSED to assess interest, fees or charges on amounts in dispute. Over the years of being issued the credit card by USAA there were several times when I reported to USAA that a particular charge was being disputed. I would not pay those amounts in dispute but, would pay the balance of the amount due. Contrary to USAA 's started policy and legal requirements, USAA would always XXXX interest/fees/charges on the disputed amounts. When I would call USAA about the interest/fees/charges, they would acknowledge their error and removed the illegal interest/fees/charges. Several months ago USAA had interest charges on my monthly statement. When I asked why, I was told that I had not paid the previous month 's bill. I found that to be illogical since I did not receive notice that my auto insurance monthly premium was late or not received ( recall my auto insurance premium was automatically paid with my USAA credit card ). After several conversations with USAA employees I was told the illegal interest/fees/charges would be removed. I asked the USAA employee to let me know the balance due. When I did not get a reply to the latter request, I mailed in what I estimated the balance due. I thought all had been resolved but, the next statement I received still had interest/fees/charges in spite of being told all had been removed. I had numerous conversations with USAA. I was told there would be an investigation. Months would go by and no one from USAA would contact me about the results of the " investigation ''. When I called to ask about the investigation I was told the matter was closed. Finally, I was told that USAA would not remove the interest etc because I had requested on previous occasions a removal of such charges and these charges were indeed removed. But, the previous instances of interest etc being removed was interest illegally charged by USAA on amounts in dispute. Therefore, this is a baseless reason. I am requesting that USAA remove all interest etc. from my account and contact the credit reporting agencies to withdraw any reports fo delinquency.
|
| 12/08/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
On XXXX, XXXX, my wife and I logged into USAAs website to learn more about a VA home loan refinance. We were very interested in what the VA IRRRL program listed about reducing our current interest rate of 3.750 % and shortening our 30 year term considering that I am a XXXX XXXX XXXX XXXX veteran on a fixed income. The rates 2.625 % and 2.633 % APR looked very attractive and we wanted to get started right away by talking with a loan officer. I called and was introduced to XXXX XXXX who discussed the program in more detail- including that USAA temporarily suspended their cash out program, which was of interest initially to us. I ran out of time having to attend a VA appointment, so we scheduled a call for the next morning.
On XX/XX/XXXX, I received a call back from XXXX to proceed with the application. After giving my approval for a credit check, XXXX said that my XXXX score was XXXX and my wifes was XXXX - both outstanding. A new mortgage loan acct was created based upon the following quoted to me by XXXX : * estimated closing dates- XX/XX/2012 * escrow estimate - {$3200.00} * estimated closing costs - {$0.00} * LOCKED IN RATES - 2.875 % and 2.9160 % APR * {$800.00} principal & interest pmt * opt in for disclosures electronically completed anticipating to receive documentation of loan estimate.
XXXX then congratulated me on the new loan and said I was to expect a call next from another loan office with the intent to proceed/ intent to close. He said that from there on out the loan would be transitioned to a processor, who would be my main point of contact going forward via phone or email. Thats why I was surprised to receive a voicemail message from him later that day after business hours explaining that he had more disclosures to discuss with me.
The next day he called, saying because of a problem with the VA IRRRL program being so specific I was now looking at refinancing at a higher interest rate ( quoted 3.0 % ) and the need to possibly have to lengthen the term from 20 now to 30 years! Understandably, my wife and I were both flabbergasted and requested to take the matter up with USAA higher management. The solution he gave to remedy the problem never involved anything I had previously agreed to, nor ever would.
|
| 06/14/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
A XXXX scammer sent me a bad check for {$3900.00} which I received on XX/XX/2021 and was able to deposit via the USAA mobile app. The funds were deposited into my CHECKING ( i.e., DEBIT ) account immediately. There was no notice in my account of a problem with the check, or of any " pending '' funds. There was no notice of the check being honored on credit, and I never directly authorized credit on that check ( nor did I ever intend to ).
The same day, I got a balance check for my checking account from an ATM. I was able to withdraw {$3300.00} from my account, which ended up getting sent to the scammer 's " shippers '' via XXXX. I have all the physical receipts.
Several days later on XX/XX/XXXX, I saw in my account that the check had been refunded along with a {$5.00} " fee, '' which left the total of my accounts in debt. I reported it to USAA as soon as I noticed it and realized it was a scam. They reported it to their " fraud department, '' which froze all my accounts and cards by the next morning.
I have been trying to reach out to my bank, but they leave me on hold for hours on end. It's impossible to talk to a human being. I have bills coming due, and I need to pay for food and medicine. My time and ability to access my money are valuable.
The best excuse USAA gave me is that they honored the check based on giving me credit, and only because I had such a good credit history with them for so long! Ha! But like I said, I never authorized, nor intended to authorize any new line of credit, and took deliberate steps not to authorize any line of credit.
If USAA issues me a line of credit without my approval, that's THEIR risk. And as far as I'm concerned, they are complicit with authorizing fraudulent checks by : a. ) making the process totally automated ; b. ) advertising it as " secure, '' and ; c. ) fatiguing its customers into compliance with using it, while diminishing access to real customer service.
I'm also investigating this issue myself, and have tried to report to several local and federal law enforcement agencies with little response. I am also about to file a local police report for what it's worth.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, NV XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 08/04/2022 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On, or about, XXXX XX/XX/XXXX I logged into my USAA account and saw a new message. This message is labeled Provide your information to Claim Funds ( dated XXXX XXXX XXXX, attached ). I opened the document and saw that there was an unclaimed check that was issued to me on XX/XX/XXXX for the amount of {$1200.00}. The document noted that I needed to respond by XX/XX/XXXX to avoid the unclaimed property from going to the state of Connecticut. The document had a form to fill out with information regarding how I wanted the funds delivered to me. I denoted that I wanted the funds deposited in my USAA checking account. I mailed the requested information to USAA. I do not know the specific day that I mailed the requested information, but it was early in the month of XXXX. I had several phone conversations with USAA regarding this document as described here : XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), and XXXX XXXX ( XXXX hr XXXX min ). These phone calls revealed that the form was to avoid escheatment of these funds. During the phone call on XXXX XXXX, the USAA representative confirmed that they have my signed form in their system denoting how I want the funds deposited in my account ( logged in USAA XXXX on XXXX XX/XX/XXXX ) and that the funds can take up to 60 days to be deposited in my account ; based on this, the funds should arrive in my account by XXXX XX/XX/XXXX. The funds were still not in my account by the end of XXXX XX/XX/XXXX, which prompted me to call USAA again on XXXX XXXX On XXXX XXXX I spoke to XXXX representatives who all tried to find the document I was talking about. We eventually learned that the funds were issued from the Mortgage Department at USAA, but they could not locate the check nor issue me the funds. They also informed me that USAA received my signed document on XXXX XX/XX/XXXX ( which should have started the 60 day counter from there ). The best they could do is credit the funds to my account, which will take another XXXX business days for the funds to arrive in my account. I have no confidence that these funds will be deposited to my account.
|
| 06/20/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I've had an account with USAA Bank since the age of XXXX. I was recently going through a divorce and I had some issues with law enforcement in my area. And the end of XX/XX/XXXX I was XXXX and with me went my banking information my wallet my phone and all my personal belongings. In order to bond out of jail I released my property and my property was to be taken to the bondsman. There is no permission for anybody to use my personal information nor should it had been assumed. My property was supposed to be released and given directly to a bondsman. Instead my personal information was taken by way of my cell phone my driver 's license my social security card my banking information. Several debits were taken out of my account money transfer Etc to tune of about {$1400.00}. I live on a very small social security check that's all I had. Upon being released on XX/XX/XXXX XXXX I immediately notified USAA and they did reverse the charges for a few days and then took it back. They claim that I was negligent. Well I think negligent is it's your fault. It is not my fault I was stolen from. That is the entire amount of money I had for an entire month. I went hungry. I show them proof that I was incarcerated and could not have been me I showed them where he signed my name to do a money transfer. I was met with ignorant people. I wouldn't wish this on them. Because I went hungry I went without power in my house. It was the most cruelest thing somebody could do. Due to my Banks reaction of me being negligent the sheriff 's department decided that they probably didn't have to pursue charges. How is it you are stolen from on Social Security XXXX wrongfully XXXX and you can't do a XXXX thing you can't even get your money back. It is not your fault and you still can't do a XXXX thing. I would like to explain to me because I did not give him a debit card number I didn't give a PIN number I didn't give him permission it is in black and white that there was no permission. I enjoyed being USAA All Those Years and we're talkin 33 years for them to do that to me. I can't see how somebody could Forge your name and get away with it I guess he did but it doesn't matter you can help me with I sure would appreciate it. Thank you so much
|
| 01/26/2016 |
Yes |
- Debt collection
- Credit card
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
Older American, Servicemember |
|
Circumstances of my life changed and I can not currently pay any of the debt on my USAA credit card for a number of reasons : I have had the same XXXX for 18 years and we tenuously made things work, by agreeing as to who pays for what.
When my landlord gave a 60 day rent increase notice, XX/XX/XXXX, XXXX had a XXXX and is temporarily staying with relatives in XXXX. Her relatives are helping and XXXX can still split the expenses with me until XX/XX/XXXX, and if I do n't find another professional job, before XX/XX/XXXX I will have to move to a cheaper cost of living area.
On XXXX XXXX, XXXX, I also underwent XXXX, to save my life. XXXX.
My circumstances are just information, part of which I gave to USAA and not to give a SOB story.
USAA said that they would not renew my credit card, even after I am able to pay back my debt to them.
I had previously let USAA know that I am judgment proof, except for Federal debts. I am currently living on a combined military and XXXX pension and have XXXX XXXX car. I had also previously promised that when I get another professional job, I will take care of my credit card obligation, with USAA.
Today, XXXX XXXX, XXXX, I received another one of repeated calls from the USAA credit department on XXXX. In order to " get me verified '', the caller wanted to know everything about the XXXX cars I have insured with them, as well as my social security number, etc. These are things that the department of USAA which insures me already has on file. I hope that USAA is not planning to try to seize our cars, that a third contracting party claiming to be USAA, without my knowledge, wants the information that USAA already knows, for that purpose..
I asked USAA or the anonymous third party claiming to be USAA, once again, to cease calling and told them that if they want to sue me, then that is their option. The estimated amount of the debt is {$4000.00}. I can not stop them from tacking on late charges and other fees, so I hope that I wo n't end up legally owing them a much higher sum of money and that, it can be negotiated when I am able to repay this obligation. My member number with USAA is XXXX. You may choose to omit this information, if you choose to publish this complaint.
|
| 06/07/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
Servicemember |
|
I have been a victim of Identity Theft since XXXX. Accounts were open using my personal information in various states. I have been in constant contact with the Fraud Departments at XXXX XXXX, USAA, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX concerning fraudulent accounts at each. XXXX XXXX actually investigated. They discovered it was fraud. They told me in writing that everything has been deleted and I no longer am responsible for the debt. However the debt amount has not been removed and still shows that I owe. My business on XXXX is suffering because I can not qualify or take advantage of certain perks of having a business on XXXX because they use XXXX products. And XXXX did not follow completely through with removing the debt despite writing me and telling me so. I intend to file a lawsuit against XXXX XXXX.
USAA, XXXX XXXX and XXXX XXXX XXXXXXXX have all been uncooperative and silent. Despite me providing both with documents and police reports they are attempting to victimize the victim.
15 U.S.Code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft. not later than 4 business days after the date of receipt It has been 30 days and you are in VIOLATION of this law because I am a victim of identity theft!! Please delete these items as soon as possible!
These accounts should not be fumished on my consumer report as they are in VIOLATION Under, 15 U.S Code 168 1b - Permissible purposes of consumer reports ( a ) IN GENE Subject to subsection ( ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( XXXX ) In accordance with the WRITTEN 1,711 INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. WHEN NO CONSENT IS GIVEN THIS IS CALLED IDENTITY THEFT. As a consumer and victim I am demanding the deletion of any and all information pertaining to the fraudulent accounts opened at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and USAA be deleted MMEDIATELY.
|
| 03/01/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
The week of XX/XX/XXXX I was contacted by a company that I had put on for a job application through XXXX, I was interviewed via XXXX and hired. They contacted me and told me that in order to purchase the equipment for the job ( data entry ) they were going to send me a check and then I would send it to the vendor through a wire transfer. First they had me send it though XXXX and there was a {$1000.00} limit so they had me send the reminder through a wire transfer. They then contacted me again and told me they equipment was confirmed and it would shipping out the following day. They reached back out to me to tell me that another one of the individuals they had hired for the job was having a hard time depositing the check for equipment and asked if they sent me another check if I could do the same thing I did before and they would give me a bonus for the inconvenience. I agreed and sent the wire transfer after receiving another check. My bank contacted me shortly after and told me that the account I was transferring to had come up as a fraudulent account and that the checks were fraudulent as well. They said they were going to stop the wire transfers and attempt to recollect theXX/XX/XXXX transfers as well. I did not here anything from them for 4 days, I called my bank USAA, and they told me the fraud department had closed the investigation and were holding me personally responsible. I told them I wanted to speak to the actual fraud department and they told me they were submitted the request for it be reviewed again and someone would contact me. That was last Tuesday. Today the XXXX I called USAA again to see what the status was. They said my accounts are locked and that until I bring my balance back from the negative theres no action I can do. I asked what happened with the wire transfers they were supposed to stop and they told me the financial institution it went to declined to send the funds back because the individual told them they were expecting money from a friend. USAA claims there is nothing that can be done even though I reported the fraud and Ive had to continuously check on what is happening because no one has reached out to me. My account is {$3900.00} in the negative due to this activity.
|
| 03/03/2017 |
Yes |
|
|
|
Web |
|
|
XX/XX/XXXX - charge from XXXX Issue billed to my credit card. About XX/XX/XXXX I paid credit card in full.
XX/XX/XXXX - I noticed charge from XXXX Issue and called USAA to inquire because credit card balance should be {$0.00}. USAA agent reviewed and informed me that charge is recording and credit will be issued to reverse the charges XX/XX/XXXX - Security adjustment issued to reverse first charge XX/XX/XXXX - Security adjustment issued to reverse second charge credit card closed sometime around XX/XX/XXXX new card issued XX/XX/XXXX - USAA undo one of the security adjustment and transferred the charge to new credit card. USAA agent explained that the first agent made an error and I was not entitled to two security adjustments. When I asked for copies of my statements to review the charges I was told I had to pay for it and each will cost around {$15.00} or there about. So I was issued only one credit though there were two charges ( XX/XX/XXXX and XX/XX/XXXX ) XXXX/XXXX/XXXX - charge from XXXX Issue appeared again ( all charges from XXXX Issue were for the exact amount ) XX/XX/XXXX - Security adjustment issued and new credit card issued XX/XX/XXXX - USAA reversed the security adjustment and transferred the charge to the new credit card.
It is now XX/XX/XXXX and I have been trying to resolve this issue with USAA to no avail. I received notices that I need to pay the charges to include interest, to protect my credit. I called USAA numerous times in an effort to get a solution. I last spoke to an USAA agent - XXXX ( XXXX # XXXX ) who promised to have the matter clear up in 3 business days, before that I spoke to USAA agent XXXX on XX/XX/XXXX @ XXXX and was promised that the matter would be cleared. Before XXXX and XXXX, USAA agents have cut-off phone call, promised to clear the issued, explained that I was incorrect, promised to investigate and get back to me, transferred my calls to fraud section, supervisor, senior analysis and in 10 months that I have been trying to get a solution still nothing but notices in the mail that amounts to harassments. Notices that tell me that additional transactions will be declined, rewards points will not be honored and that late fees will be charged.
Please assist.
|
| 01/07/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
In the month of XXXX I utilized my bank 's bill pay service by scheduling a time for a payment to be sent and received by at my local water utility company. This bill pay service has a service guarantee in their XXXXXXXX XXXX XXXX that states if the payment doesn't doesn't post in time, and you met the scheduling requirements, they would cover up to {$50.00} in late fees. I was charged two late fees ( For two utility accounts ) or {$7.00} each.
I attempted to seek remedy for to be reimbursed through my bank. After countless phone calls, time spent on the phone, and representatives that would either transfer me or just take notes, I have to give up and submit this complaint. It's black and white in the XXXXXXXX XXXX XXXX that I should be reimbursed the late fees due to their service failure ( or their 3rd party service failure ).
I have attached the XXXX & XXXX and review specifically the following : Payment Scheduling The earliest possible Scheduled Payment Date for each Payee ( typically five ( 5 ) or fewer Business Days from the current date ) will be displayed within the Service when you are scheduling the payment. Therefore, the Service will not permit you to select a Scheduled Payment Date sooner than the earliest possible Scheduled Payment Date designated for each Payee. When scheduling payments, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected on your Payee statement unless the Due Date falls on a non- Business Day. If the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one ( 1 ) Business Day before the actual Due Date. Scheduled Payment Dates must be prior to any late date or grace period.
The Service Guarantee Due to circumstances beyond the control of the Service, particularly delays in handling and posting payments by Payees or financial institutions, some transactions may take longer to be credited to your Payees account. The Service will bear responsibility for any late payment related charges up to {$50.00} should a payment post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under Payment Scheduling in these Terms and Conditions.
|
| 06/28/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
I finally won my Social Security XXXX case that started in XXXX. At that time I called Social Security XXXX in XXXX, WA to change my account to my new banking account or should I say an account that was opened over a year ago with XXXX XXXX XXXX XXXX. I had thought they changed it, but as usual, someone " dropped the ball '' and I had to go into the SS XXXX and change the account in person, which was XX/XX/XXXX. In the meantime, SS had explained the money was returned back to them. I ended up having to file a congressional with XXXX XXXX XXXX 's office because they have still been stalling on making the changes. HOWEVER, at no point was I told by the Social Security XXXX NOR USAA that XXXX DEPOSIT had made it through to a USAA CLOSED SAVINGS ACCOUNT. The original deposit was to be made in early XXXX for {$2300.00} minus XXXX payments for XXXX. I received a envelope dated XX/XX/XXXX from USAA. I had no idea why they would be contacting me because BOTH checking and savings accounts had been closed XX/XX/XXXX. It was a check for the amount of {$2300.00}. It indicated it was for a credit. A credit for what I have no idea. I have a different definition for a credit versus a deposit. So, USAA sat on this money until they sent the check. It was to be cashed Promptly. I took copies of the letter and attached check before cashing it. I received a letter from the Social Security XXXX XXXX XX/XX/XXXX stating the same amount USAA sent me was returned to them by USAA. I have no idea what USAA was thinking, but they are a huge part of the problem now and why I filed the XXXX. I sent this information to XXXX XXXX 's office to add to the paperwork for the XXXX. Once I faxed it, XXXX XXXX, XXXX XXXX Representative for XXXX XXXX, sent me the information about the new federal law and suggested I file this complaint. I am tired of government agencies and Banks taking advantage of us " little '' people. I am a combat Veteran who served a total of 20 years and 22 days of XXXX XXXX and this type of deception really does not set well with me. If they had just returned that money when it came to a CLOSE ACCOUNT, I probably would not be filing this complaint. I have spread the word about these deceptive type of practices.
|
| 04/15/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
I am a victim of cyber-crime committed on XX/XX/2023. Below is a series of events that transpired resulting in a loss of {$1000.00}.
XX/XX/XXXX XXXX EST - Received an email from USAA stating that my cell phone number on my profile was successfully updated. ( illegally ) XX/XX/XXXX XXXX EST - Received an email from USAA stating that a person by the name of XXXX XXXX has been added as a recipient for XXXX transfers. Email address that was provided was XXXX ( illegally ) XX/XX/XXXX XXXX EST - Received an email from USAA stating that I successfully transferred {$200.00} via XXXX to XXXX XXXX XXXX XXXX ID - XXXX ( Illegally ) XX/XX/XXXX XXXX EST - Received an email from USAA stating that XXXX XXXX was added as a recipient for XXXX transfers. Email address that was provided was XXXX ( Illegally ) XX/XX/XXXX XXXX EST - Received an email from USAA stating that I successfully transferred {$300.00} via XXXX to XXXX XXXX XXXX XXXX ID - XXXX ( Illegally ) XX/XX/XXXX XXXX EST - Received an email from USAA stating that I successfully transferred {$500.00} via XXXX to XXXX XXXX XXXX XXXX ID - XXXX XX/XX/XXXX - Approximately at XXXX EST I looked at my bank account online and noticed the illegal activity.
XX/XX/XXXX - At XXXX EST I called USAA to report the criminal activity. I was told that my bank was going to be frozen to prevent any further illegal activity. Conversation lasted 12 minutes.
XX/XX/XXXX - At XXXX EST I called USAA to discuss the situation further. The call lasted 18 minutes.
XX/XX/XXXX - At XXXX EST another illegal XXXX transaction/withdraw of {$1000.00} was posted to my account in the name of XXXX XXXX ( Illegally XXXX. This occurred after I report the 1st XXXX illegal transactions and was assured that my account was locked and protected by USAA.
XX/XX/XXXX - At XXXX EST I saw the illegal activity on my account.
XX/XX/XXXX - At XXXX EST I called USAA to report the additional illegal activity. Was on the phone with USAA for 1 hour 19 minutes.
XX/XX/XXXX - At XXXX EST I called USAA to get an update. Was on the phone for 1 hour 5 minutes.
XX/XX/XXXX - Received an email/letter from USAA stating that no fraudulent activity was found and that no further action will be taken by USAA.
|
| 09/01/2022 |
Yes |
- Debt collection
- I do not know
|
- Took or threatened to take negative or legal action
- Threatened or suggested your credit would be damaged
|
|
Web |
Servicemember |
|
I have reasonable cause to believe that USAA fraudulently furnished my nonpublic personal information to a non affiliated third party. As the fiduciary USAA had an obligation to protect the security and confidentiality of my nonpublic personal information. I'm aware per 15 U.S. Code 6801 - Protection of nonpublic personal information, The Sherman Antitrust Act of 1890 ( 26 Stat. 209, 15 U.S.C. 1 7, The Racketeer Influenced and Corrupt Organizations ( RICO ) Act that I should have received an explanation on how to opt out of having my nonpublic personal information disclosed to a non affiliated third party. I have not received such explanation. I have reasonable cause to believe that USAA has omitted information required by law to disclose as an attempt to bring harm to me and my financial reputation. I have reasonable cause to believe that this has been done in forethought and malice. I have reasonable cause to believe USAA has not acted in good faith. USAA has fraudulently furnished negative information to a non affiliated third party without my lawful consent. Do to the non disclosure do to the known fact of any implied acquiescence would render a contract illegal. I have reasonable cause to believe that the CRA 's have not conducted any reasonable investigation due to the unjust enrichment received. This conspiracy against my rights is a violation of the Sherman Antitrust Act and is causing a restraint of commerce or trade due to the punishment for the non repayment of an extension of credit. I have reasonable cause to believe that this was done to coerce payments under duress. This is a unilateral contract. How is this a lawfully binding contract? Only one side or party USAA received consideration. If one side receives consideration the contract is not lawfully binding and illegal under The Sherman Antitrust Act of 1890 ( 26 Stat. 209, 15 U.S.C. 1 -7. No contract can make me give up my constitutional rights. USAA never gave me a contract to verify the alleged debt. USAA has XXXX days to remove the alleged debt or give the consumer a contract with a signature. USAA financial institution is causing a restraint of commerce and fraudulently validating an alleged debt with a billing statement.
|
| 09/23/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Older American, Servicemember |
|
1. On Monday, XX/XX/XXXX I received two emails that appeared to be coming from XXXX. Email content stated I owed {$500.00} for gift card purchased on my account and had a XXXX ( XXXX ) XXXX number that I needed to call. In order to settle my account I called the number in an effort to settle my account.
2. Person at other end of line by the name of XXXX sent me a computer link to load onto my computer which I did. He directed for me to install the software so we could resolve the payment. I followed his instructions which gave him access to my computer. After a few minutes he called me from telephone no. of XXXX ( XXXX, NY # ) It was a major mistake on my part and should have hung up, but didn't.
3. He said that my XXXX account was linked to 3 credit cards. He read two XXXX cards that I had used in my XXXX account that were expired and a third one that was in fact linked. All seemed to be accurate information.
4. Then, he said that in order to resolve the problem he was going to transfer {$200.00} to my USAA account. He showed me on line a screen where he wanted for me to fill out the amount of {$200.00}. When I did somehow he populated the amount with two additional XXXX which appeared the transfer to be made was for {$20000.00}. I warned him of the mistake to which he said it was all his mistake and for me not to do anything because he would lose his job.
5. He then asked me to transfer {$19000.00} ( {$20000.00} he supposedly transferred less {$500.00} - {$50.00} for wire transfer fees.
6. He provided a XXXX XXXX XXXXXXXX wire transfer information with the account holder 's name ( XXXX XXXX ). I called USSA and directed agent to do wire transfer.
7. I got irate because I am out of {$19000.00} and have been unable to recover my money. He has his supposed boss call me. Didn't catch his name, which was bogus anyway and had numerous calls from him from tel. no. XXXX ( XXXX XXXX, NY ) number.
XXXX. I finally gave up and reported the SCAM to XXXX and to USAA. My bank ( USAA ) assured me they would try to recover my money but I have not heard from them. Reported scam to them on Friday XX/XX/XXXX.
XXXX I have detailed notes of emails, text messages, and phone calls to prove the SCAM.
|
| 10/19/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
I have a VA mortgage with USAA Federal Savings Bank ( XXXX, XXXX XXXX, IL, XXXX ), loan number XXXX. Effective XXXX/XXXX/2016 the mortgage servicer was changed to XXXX Mortgage XXXX XXXX, XXXX XXXX XXXX, XXXX, OH XXXX. On XXXX XXXX, 2016 USAA transferred escrow balance of {$2100.00} to XXXX XXXX.
The escrow funds provide for homeowner insurance and taxes. The insurer sent XXXX the renewal policy information in XXXX and a reminder on XXXX XXXX, 2016 that included the final due date of XXXX/XXXX/2016 as well as amount due, {$1100.00}.
XXXX did not pay the bill and the policy was cancelled effective XXXX XXXX, 2016. I live on the XXXX coast of Florida where on XXXX XXXX my city was struck by hurricane XXXX. On XXXX/XXXX/2016 I received notice from my insurance co. ( XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, FL, XXXX ) that effective XXXX/XXXX/2016 the policy ( # XXXX ) was cancelled for lack of payment and would help me try to get " replacement coverage ''.
On XXXX/XXXX/2016 ( I was unable to find anyone open on weekend ) I contacted USAA who would not address the issue and transferred me to XXXX. After 2 hours on the phone and multiple excuses, XXXX promised to overnight a check ( they are unable to do wire transfers? ). Today is XXXX XXXX, 2016 and a check has not been received by XXXX and XXXX claims it was prepared they do not know how is was sent or when.
Three different XXXX representatives promised to update me and keep me informed, but none did. I still have no insurance and I have been told three different scenarios about whether a claim will be honored due to hurricane existing, whether I have to agree to make no claim, and if XXXX has an unstated grace period. In addition, I was told it could take 3 to 5 business days after the check was received before insurance would be in effect. Probably to let the check clear.
I am concerned that my insurance record and credit record will show that I had a policy cancelled.
In addition, USAA is keeping a payment database ( for my mortgage payment data ) that is separate from XXXX and different from XXXX. The USAA database shows that I am in arrears and did not pay XXXX or XXXX payment and could cause bad credit reporting. Thank you.
|
| 12/12/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
Company responded USAA Federal Savings Bank said : Explanation of closure XXXX XXXX, we regret the frustration and inconvenience you experienced as a result of this matter. Our research found that when the payment was received, we were unable to identify where the payment was to be applied as it did not reference an account or member number. As XXXX XXXX, of our staff, informed you, the {$350.00} payment was posted to your credit card account. XXXX XXXX submitted a request to the consumer reporting agencies to have the XXXX through XXXX 2016 late payment reporting removed from your credit report. In addition, credits totaling {$56.00} posted to your credit card on XXXX XXXX, 2016, for the interest and late payment fees that were incurred. XXXX XXXX remains available should you have any additional questions. We appreciate you allowing us to review your concerns and respond to you.
Relief On XXXX XXXX, 2016, credits totaling {$56.00} were posted to your account for the late fees and interest charges incurred on your account.
{$56.00} UNRESOLVED COMPLAINT : With numerous attempts to contact XXXX XXXX at XXXX, to resolve this issue for updates on when this item will be removed ; I have remained unsuccessful due to miscommunication of not returning my phone calls. Per discussion, XXXX XXXX informed me that my final payment would be {$14.00} which was paid on XXXX. Also, during the discussion I was informed my credit report would reflect a change in which I also have not seen. Instead, my score continues to drop do to USAA failing to update payment status to my account. At the beginning of this process my credit score reflected a XXXX, due to the defects of USAA I now reflect a XXXX. Please assist on removing such indecency from my report eliminating further harm to my important credit history. I am looking to purchase a home and this deficiency has ruined my reputation to the upmost worst reflection of my character and history of responsibility.
BOTTOMLINE : I am still receiving negative activity to my report corresponding to failure upon USAA updating the status of my account. Please represent a paid in full amount and/or remove from credit report completely.
Thank You, XXXX XXXX XXXX
|
| 09/24/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
USAA will not take my payment over the phone unless I agreed to allow them to send me a text to verify my phone number.
Historical facts : My USAA account is closed and has been closed for 3 yrs. Each month I call USAA to make a phone payment. I have had no address change, phone number change or any other changes to my personal information or my USAA account.
I have been making payments over the phone with USAA for years, never had a problem in the past.
Earlier this month ( XXXX 2019 ) I was at the U of XXXX hospital with my entire family. many relatives & friends praying for a miracle. My XXXX year old nephew was in a car accident and had no brain activity. We lived at the hospital for 8 days. During this time I contacted USAA, 4 times from MY cell phone. Again the same phone number I have called them from for years.
Each representative refused to allow me to make a payment unless I agreed to allow them to send me a text message for verification.
This has NEVER been asked of me before from USAA.
I informed USAA i do not have to give them authorization to text me. Each USAA representative told me I did.
I said I was just calling to make a payment, the account is closed therefore USAA had XXXX risk.
Regardless USAA refused to allow me to make a payment and as a result my account went 30 days delinquent and as a result of the 30 day delinquency my credit score dropped from XXXX to XXXX cause a mortgage I had applied for to be denied.
Other facts. USAA has my voice identification therefore they knew it was me, USAA also has phone number Identification and I was calling from my phone, Again they knew it was me. Additionally, I was making a payment from the same checking account I have made payments from, for the past 3 years.
For USAA to put me through this, provide me with false rules during easily the most tragic time of my life is unconscionable, unacceptable and can not be allowed to happen again, This is why I will be filing a lawsuit against USAA regardless of their response.
My nephew, XXXX XXXX XXXX never regained brain activity. We never got our miracle, but XXXX wanted his organs donated and as a result 5 other families did receive the miracle they were praying for.
|
| 04/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I did my income tax return for XX/XX/XXXX, in XX/XX/XXXX this year. The IRS sent me a check for {$6000.00}. I deposited the check via electronically with my bank ( USAA ) at the beginning of XX/XX/XXXX. The check cleared and the funds were added to my account. After confirming that the funds were secure by checking my account, I wrote " void '' and the conformation number across the check. On XX/XX/XXXX, my wife alerted me about money missing from our account. I panicked and called my bank ( USAA ) to investigate.
The first customer service rep that I talked with told me that the money was pulled from my account because some of the numbers on the check was blurry. She stated that I could try to rescan the check. I told her that I have voided the check once the funds were in my account. She suggested that I mail in the check with a letter stating why it has been voided, or I should contact the IRS and ask for assistance.
I contacted the IRS, who advised me to handle the situation with my bank ( USAA ) because if they start their process it would take at least three weeks to resolve the problem.
I contacted my bank again. The second rep claimed that they could not do anything because the check was voided. I explained to her, that the funds were in my account for over a month, and they know why the check was voided. Her attitude was already nasty, as I explained her answer was different from the other rep that I talked to. I asked to speak with a supervisor.
I was put on hold until a supervisor was contacted. The supervisor talked with more clarity. She explained the situation and said that the only way to resolve the issue was through the IRS. I explained that I felt very disappointed about the situation and the treatment that I was given. I also explained that I am a XXXX United States soldier who was depending on the funds to help me XXXX from the military. I also explained that I do not think it was fair that no one had contacted me before taking funds out of my account that had been there for over a month. Instead of an apology, she tried to shift the conversation to try to sell me some assistance transitioning program advertisement. I politely declined, then contacted the IRS.
|
| 04/20/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
On XXXX XX/XX/XXXX an electronic letter was sent from USAA through my online banking for an account that was in the negative - {$4.00} ( Ending in XXXX ). In the electronic letter the bank mentioned the account was ultimately closed in XX/XX/XXXX due to the account being in the negative. However, I was not aware of the status of my account until XX/XX/XXXX when I tried to log into my account and viewed the letter. In XX/XX/XXXX, I tried to open an account with another bank and I was denied due to critical information that was being flagged on my consumer reports. I am unable to open any other accounts with banks that I have applied to, which tells me there must be some critical information on there that will not allow me to do banking with any other banks. USAA is the only bank that I have ever worked with and had a great relationship with until my account closed. The only incident that I can think of that could be tied to this was back in XX/XX/XXXX a company by the name of XXXX XXXX XXXX XXXXXXXX XXXX XXXX sent a check to me under their financial services check system however, USAA updated that check as invalid. I then contacted that company and expressed my concern, and I was told that some of the information was incorrect on the check and that another check would be sent out, which they did send back out and I tried to cash that check but once again the bank updated it as invalid. After that incident I chose to no longer communicate with this company due to this company invalid check activity on their part. The account was put in the negative because of this company 's actions, which was out of my control. XXXX XXXX XXXX XXXXXXXX XXXX bears responsibility for this. I am requesting for USAA to remove any negative flags on my account if there is any in regard to this account as I was not notified previously if the account was being closed for any other reason, otherwise I would have disputed it and provided any information requested. I am also requesting for XXXX XXXX XXXX to also remove any negative flags on my account in regard to this account and also send a copy of my report. This is causing an extreme hardship since I can not have any direct deposits/paychecks at this time.
|
| 04/02/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On and around the XXXX of XXXX, my wife was scammed in a fraudulent XXXX scam ring to the tune of {$8500.00}. We contacted USAA because she deposited a check from a company and the funds showed up available after 2 days. Since the money actually posted in the black and showed as a positive in the account she took out the funds to pay what was called processing fees in order to collect her " winnings '' the day after she pulled the money out in the form of money orders, the money was then showing as never having been there. So after calling and speaking with several reps from USAA, they simply told us that there was nothing they could do and it was our fault for having 11 years of " good banking behavior ''. Meaning when we deposited the check, they assumed it was good and made the funds available. But then days later, the check we deposited bounced and they just put our account in the negative without a call or any form of correspondance. They simply told me the money wasnt real because the check bounced. My question to them was, if the money wasn't real when it was in my " hands '' ( account ), then how is it now real when they ( USAA ) want to charge me that money? and the incidental kick to the junk {$5.00} processing fee they tacked onto the {$8500.00} that " wasn't real ''. Again, the money wasn't real to me, but was to USAA, they got real money from my account with subsequent fees, for money they themselves told me wasnt real ... I am ok with losing my money that was in the account which was only a bit over {$2000.00}, we got scammed, I get it, and I'd gladly eat that amount in shame. I am not however ok with being scammed by my banking institution to the tune of a total of {$13000.00}. When USAA took the the XXXX ( account was over 11,000 before the wife took out XXXX ), it put my account at a negative XXXX, and in turn I had to take a personal loan of XXXX, just to get back in the positive, for incidental bills and costs. This is unacceptable to say the least. Best case scenario, I get my money back or at least USAA loses that " Fake money '' that they made available taken from them. OR something happens to where this doesnt happen to anyone else. Thank you for your time.
|
| 10/20/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On the morning of XX/XX/2022 I posted a sofa for sale on XXXX XXXX for {$600.00}. I was contacted by a man named XXXX XXXX. He asked the condition of the sofa and stated he was good with the price. He also stated he would send me the money through XXXX and his brother would be picking it up. The he proceeds to tell me that somehow XXXX took his payment twice and the only way to resolve the issue was if I sent the money back to him so they would release the total sum. At the same time I received an email from what appeared to be XXXX stating there was an overpayment and I would need to transfer {$350.00} in order for them to release the funds. After receiving the email, I believed this was just a hiccup, so I transferred the money. I provided proof once the funds showed as sent and then he proceeds to tell me XXXX now took a total of {$1300.00} from him and requested I send it back. I stated I received no money and I wasn't comfortable with where this was going. I then reached out to USAA since I used XXXX through their app. I believed since my bank was promoting this company, chances were great it was a trusted site. Especially with USAA. Once I told the gentleman that I believed this as a scam and I responded to the last email from XXXX, the person became hostile by XXXX XXXX ( which he was aloud to delete without my permission, alothough I have some screen shots ) and also through the " XXXX '' emails. The representative at USAA told me not to worry, go have a cup of coffee and all would work out. I was never told that rarely they get the money back or that I should report it to any other entity. On XX/XX/2022 USAA sent me a document stating they were not able to stop the transfer, could not receive the funds and the other bank was refusing to reverse it. Although I have all the proof showing I was scammed. How can a bank promote an app without protecting it's members? How is this legal? How is it legal that XXXX itself won't even allow you to report fraud or a scam? I am begging for help. I can't imagine how many other people are experiencing the same situation.
The contacts I had from the scammer were XXXX XXXX on XXXX and XXXX XXXX - email : XXXX - XXXX XXXX XXXX ID : XXXX
|
| 05/30/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/23, I noticed 3 transactions ( all with the same merchant ) on my account that were unauthorized. I immediately reported the transactions to USAA and opened a dispute, and they issued temporary provisional credits while they investigated. On XX/XX/23, I was informed via email that they were denying my dispute and would be reversing the credits. Upon reading the documentation provided by the merchant, it became apparent that the evidence for the transactions being legitimate was severely lacking.
The merchant 's documentation consisted of two things : 1. A printout of my account history with the merchant - The issue with this is that I had legitimately done business with the merchant in the past ( and never claimed otherwise ), my contention was that the last XXXX transactions with them were not authorized, but prior ones were. Simply showing that I had done business with the merchant in the past ( something I had never denied ) fails to show that the 3 transactions that were disputed were legitimate.
2. A printout of a background report that the merchant had obtained on me, including prior addresses and phone numbers - The merchant seemed to suggest that since they had my personal information, therefore, the XXXX disputed transactions were legitimate. However, as stated above, since I had previously done business with the merchant in the past, it is no surprise that they had my personal information, since I had given that to the merchant myself.
I have made countless calls to USAA since XX/XX/23 in an attempt to understand why the dispute was denied and to resolve the issue. As has become typical USAA practice, I wasn't allowed to communicate with anyone who actually made a decision regarding the dispute. Instead, I was told that a " request '' could be opened to re-open the investigation. However, several days later and without warning, USAA locked me out of my bank account and changed my password and PIN. That was apparently their response to re-opening the investigation of the dispute ( and then subsequently denying the dispute again, without providing any information, and failing to answer any question raised for the reason of the denial in the first place ).
|
| 11/03/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/2020 my son tried to download a game from XXXX XXXX and it was unsuccessful. I called XXXX and during COVID 19 their not answering their phones after multiple calls. I then called my back to dispute the transaction, and I been noticing my bank doesn't take disputes seriously, so before thirty days are up, they reverse the credit of XXXX for this game. I called my bank and said, wait, I was vehemently disputing the charge. The gentleman said he reopened it on XX/XX/2020, then to make certain, I call back on XX/XX/2020 and speak with XXXX in escalations, she says " What is wrong with you? Why are you cussing '' There must be something wrong with you? '' So, I find out this morning after calling back again and being hung up on that now one reopened the dispute. They closed the dispute before its time. I uploaded documents they requested but never sent out or uploaded to my online account to get to them sooner. I called in prior and was hung up on again, so I called back and closed my insurance and their cheap credit card. Then I wrote the XXXX XXXX XXXX a complaint while I called back in to hear someone finally truthful telling me that my dispute was permanently closed.Moreover, I have credit cards with high limits, USAA gives me a XXXX limit, and my XXXX XXXX is Platinum with over XXXX dollar limit, my credit usage is below 15 percent. My auto loan I applied for with USAA they offered me XXXX dollars when all the others offered XXXX dollars. Just last month I had to dispute two XXXX dollar service items and I went above and beyond to get a letter from the XXXX office, COO, but I had plenty of funds in the bank when the bank called me and went on a rant to tell me what to do and write them letters, go back to the doctor, run around and then call her back? Seriously, I have only spoken to the same people at USAA in ten years maybe twice. I know bias, prejudice, the red headed step child, discrimination, and straight meanness when I hear it. I also know evasive, neglect, and USAA should point fingers at themselves for their own dirty deeds. My son works way too hard to not receive his game and this bank has not been above board at times so when I cuss its for good reasons.
|
| 09/10/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
Approximately 20 years ago, my parents opened a Custodial Savings account with USAA in my name with my father as custodian.
Approximately 10-12 years ago, as a young adult, I accessed my own USAA banking account and said savings account was associated with it. I was able to see balances and transfer money in and out of it under my own authority. I have continued to use this account without issue since that time.
Today, I noticed that this account ( with {$810.00} ) was no longer appearing. USAA did not warn me this would happen. USAA did not notify after it had happened as to why. I had to call to find out what had happened to my money.
They informed me that it was an error on their part - that I should have never been able to view the account and that said error had been corrected ( 10 years later ). What about the money in it? The custodian would be responsible for making me whole. And by the by, they were oh so sorry it took ten years to notice this and that that we didn't warn you before or notify you after that we had fixed our mistake that very much affects you.
Despite my ability to see and use the account be a mistake, apparently none of the transactions I initiated through it are fraudulent or due to be reversed. This seems like a load of corporate CYA that I would love to have satisfactorily explained to me.
Further, I was relying on money in this savings account to top off my checking account to cover an auto transaction that has posted but is pending. Obviously I may no longer be able to clear this transaction through my checking account because I - without warning - can't access the money in my savings account. The representative implied that the best solution would be to have the custodian transfer the money back to me - which may or may not happen in time. He would not commit to USAA eating any fees associated with a possible overdraft.
I have been led to believe that this was a systemic error - mine was not the only account impacted. I am fortunate in that the custodian is still living and I maintain a good relationship with him. USAA seems to have had no contingency for situations in which the account holder and user can not contact the custodian.
|
| 06/07/2016 |
Yes |
|
|
|
Web |
|
|
USSA has a CD in the amount of {$3000.00}. Which secures an XXXX XXXX Credit Card. Once again I have made a payment of {$2300.00} which cleared the account that on XXXX XXXX, 2016, posted to the USAA account on XXXX XXXX, 2016 but still not showing in the available credit. The reasons stated for payments to be held by USAA are account bring over the limit, account being delinquent, account receiving multiple payments, account delinquent, account over the limit, payment amount history over the limit and or payment returned. I wanted to know which category this account falls into and I was told multiple payments in a short period of time. So my question was you do not want the payment, but prefer that the account goes over the limit, or become delinquent? XXXX then told me that the payment would post at midnight tonight. I asked to speak to someone in the XXXX. I was transferred to XXXX who told me that over the last 6 months the payments have been held. I explained to XXXX that I had filed a complaint with the Consumer Financial Protection Bureau and in fact that the payments had posted to the account in XXXX and XXXX of 2016. In addition, the same office he sits in placed a call to the XXXX XXXX XXXX XXXX and confirmed the XXXX payment had in fact cleared the account. That day it was stated the additional payments would clear for three months. But we are here again. A payment of {$270.00} and {$500.00} plus was credited to this account during this very time period.
When a financial institution can hold payments for all the reasons listed above but none apply to the account in question, and the person reading the notes on the account can disavow the actual transactions in which have taken place leaves questions as to the validity of the account payments being held. I am questioning that validity.
Additionally, I also have auto insurance with this same company but in the last 6 months, I have had to call XXXX and had to wait for 3 hours each time. I pay the insurance but could not obtain the services in the initial time told ( 30 minutes ) to be towed.
This is a company that projects its services to Veterans, but to what extent are they providing the services they advertise?
|
| 05/02/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
I have contacted XXXX XXXX XXXX, and USSA about an entry they are reporting about me that is fraudulent, and was opened as an act of identity theft. USAA allowed for both a personal loan and a credit card to be opened in my name without my permission and fraudulently. I have tried to work directly with USSA many times and tell them that neither of these accounts were opened by me and have gone into great detail explaining to both USAA and XXXX XXXX where USSA reported the debt to that this was fraud. I have provided them a police report that outlined that I was a victim of identity theft and that many fraudulent accounts were opened in my name and correct social security, every since I was a victim of identity fraud. When I have spoken to both of these companies they have both refused to assist me and told me that did not care that I stated I was a victim of identity theft/fraud they would not remove their derogatory reporting of the
se two fraudulent accounts. My identity was stolen when my wallet was taken from me in XX/XX/XXXX when I was robbed. I have had about 17 charge cards, 2 auto loans, and 3 personal loans opened in my name due to this fraud/identity theft, and none of these fraudulent accounts should I be held accountable for. USAA told me in one of the calls that I had with them that the accounts they claimed were opened in my name were included in a bankruptcy, Well I have never filed a bankruptcy EVER, and either of these parties can check my XXXX File, My XX/XX/XXXX File, and My XX/XX/XXXX File and they will see there is no record of any bankruptcy that I filed.
Both XXXX XXXX and USSA are acting in a willful manner of inflicting emotional distress upon me by continuing to report this fraudulent information. They are defaming my character by them continuing to disseminate information that has nothing to do with me except the fact they allowed fraudulent accounts be opened in my name and they are totally unwilling to act in accordance of the FCRA and rectify this matter. I am attaching a copy of my most recent credit report that will affirm that I was a victim of identity fraud/theft and am asking for the immediate removal of this fraudulent information..
|
| 09/28/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
We are military. This has gone on through one move.
XX/XX/XXXX bought furniture paid in full while living in XXXX, XXXX.
XX/XX/XXXX furniture delivered in XXXX, XXXX XX/XX/XXXX notified merchant furniture was damaged - XXXX, XXXX XX/XX/XXXX independent furniture repair co. ( XXXX ) hired by merchant evaluate the furniture and deemed it damaged not delivered as agreed- XXXX , XXXX XX/XX/XXXX second independent furniture repair co. ( XXXX ) hired by merchant evaluated the furniture and deemed it damaged not delivered as agreed- XXXX, XXXX XX/XX/XXXX - Merchant offered to re-order and deliver. In good faith we accepted re-order and delivery XX/XX/XXXX - New delivery damaged once again by delivery crew, so we refused delivery. Did not pick up old furniture because crew did not have " orders '' to do so. - XXXX, XXXX XXXX XX/XX/XXXX - Merchant agrees to have old furniture picked up and apologizes for confusion - XXXX, XXXX XXXX XX/XX/XXXX notified merchant in writing that we wanted a refund, nothing else. Merchant said they would not give us refund, we would have to take old broken furniture and pay for delivery since we had refused it. - XXXX, XXXX XXXX XX/XX/XXXX Merchant called to notify us that furniture was back in their possession.
XX/XX/XXXX sent another email asking for refund and pick up of their broken furniture XX/XX/XXXX filed dispute with USAA credit card, that per XXXX the goods were not delivered as agreed upon.
XX/XX/XXXX USAA denied dispute stating that the merchant is willing to work with us ( this is not true ) XX/XX/XXXX elevated dispute with USAA.
XX/XX/XXXX USAA request we contract a furniture expert to evaluate furniture in order to re-open and address our credit card dispute XX/XX/XXXX for {$150.00} XXXX rep came to our home to examine furniture and give us a written report confirming that furniture was not delivered as agreed to and that it is indeed broken XX/XX/XXXX USAA once again denied our dispute because the merchant is willing to work with us. We explained again that what the merchant wants us to pay THEM {$770.00} to pick up their damaged furniture and they will refund the rest of the money. They NEVER put this in writing, it is all verbal.
|
| 12/20/2019 |
Yes |
- Debt collection
- Auto debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
|
On XX/XX/2019 I filed an oral and written complaint with USAA, the oral complaint was given to Bank Employee XXXX, and the written was provided to this Bureau, because, among other things, Firstly that USAA breached our Loan Agreement in applying supposed unpaid fees after curing a default, Secondly that USAA violated our Pre-Authorized Transfer Agreement by taking more money from my account than agreed upon as well as failing to notify me of this transaction, that varied from previous amounts, at least 10 days before the scheduled transfer, and Thirdly that after giving this complaint to Bank Employee XXXX and requesting how the Bank found this appropriate, XXXX informed me, after a nearly 20 minute investigation, that the Bank deemed it appropriate and that this appropriateness was based on some agreement other than the Loan Agreement and that the Bank would not share this agreement with me. Even though the Bank had a duty to provide it to me.
On XX/XX/2019, 59 days after submission of this complaint, and one day before this 60 day deadline, USAA responded to my claim, in substance, only saying that the above mentioned events are appropriate due to our Loan agreement itself.
On XX/XX/2019 I provided my feedback to this complaint, and disputed USAA 's statement, as well as requested any and all investigative documents.
About a week or two later I left a voicemail to XXXX XXXX, a member of the Office of Bank President, who attempted contact with me after submission of this complaint, and made a similar request, as well as a request acknowledging my this request.
As of this day, XX/XX/2019, 55 days since making the request, USSA has failed to send me any documentation supporting the claims made by Bank Employee XXXX, or any supporting documentation for the 59 day long investigation the Bank undertook.
This is of course another violation in and of itself as 12 CFR Part 1005.11 ( d ) states clearly that not only was USAA supposed to include in both responses that I had the right to have these documents, but that they must ACTUALLY deliver them to me.
USAA and/or the Bureau, should only contact me by the email provided or by mail, as I am currently without a phone.
|
| 06/21/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
I have been victim of an online rental scam. I was wondering if you can please assist in accessing the information including finding out the tracing the funds between XXXX and USAA to identifying owner of the XXXX number, I called XXXX and USAA refused to get involved without an official police report. Both banks have full details of the transaction, but would not act on it without a police report / local law enforcement involvement. Police precinct # XXXX in XXXX refused to take a civil case. Can you please help trace the funds at USAA so I can recuperate the money back? I can provide transaction details. XXXX XXXX claims department is XXXX.
I was interested in an apartment ( XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX ) on XXXX in XXXX, XXXX XXXX XXXX with a XX/XX/2020 start date. I reached out to the owner ( XXXX XXXX XXXX ) via XXXX XXXX XXXX. Due to covid, the owner introduced himself and said he is unable to show the apartment in person. He mentioned he is currently in California and is renting out the place in XXXX. Due to covid, most sellers have been reluctant to show the apartment in person, so I can understand why. After several phone conversations ( XXXX - a XXXX number ), he said that I can see the apartment once I put down the security deposit of {$900.00}, which was refundable if I do not like the apartment.
I spoke to the owner on the phone asking detailed questions about the property. I went to see the outside of the property to make sure the description matches his listing. He had promised that as soon as I sent the payment, he would send the key via XXXX overnight. In order to secure the apartment, on XX/XX/2020, I ultimately paid the {$900.00} via XXXX at XXXX. He noted that this was his late wife 's account.
I had requested a tracking number, picture of contents of the envelope, and a photo ID. It's been over 24 hours. He has not provided any of these items. I asked him to return the deposit, but he disappeared.
On XX/XX/2020, I told both XXXX and USAA that it's a scam and hold the funds immediately, but they did nothing. They also refused to provide any information on the transaction. Under XXXX, there is no ability to reverse the transaction.
|
| 08/27/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
On XX/XX/XXXX, I was contacted by an individual named XXXX XXXX who was posing as a recruiter at XXXX XXXX, a sportswear retail company, and he said he was impressed with my work on XXXX and wanted to conduct an interview with me for a job opening via XXXX. On XX/XX/XXXX, I was ready on XXXX which I tried to call the person, no response, I then tried a video call, the call was rejected, then I texted him which he responded that he will begin the interview which was entirely text-based. He brought up the overview of the company, culture & diversity, job brief, responsibilities, requirements and benefits, and he even asked questions that would be used in an job interview which I answered the best of my ability. After answering the interview questions, he said that he will bring the results to the team and follow up the next day which on XX/XX/XXXX, he said that I got the job and he sent me documents to sign, XXXX of the company and the job position to sign in accepting the job and the other being a W-4 for me to fill out which contained personal details such as my address, SSN and more. Then on XX/XX/XXXX, he emailed me XXXX checks of large sums, XXXX being {$9500.00} and the other being {$6300.00}, that he said I would need to deposit via XXXX XXXX and transfer to a " accredited vendor '' of the company to get the work materials. After depositing the the first check which was {$9500.00}, the individual wanted me to transfer the money through Cashapp or XXXX which neither worked so he had me do a domestic wire transfer of {$9500.00} of my checking account to the recipient " XXXX XXXX '' at the XXXX XXXX XXXX. It was also at this moment that I reached out to XXXX XXXX on XXXX to ask him about the situation. On XX/XX/XXXX, the real XXXX XXXX on XXXX reached out to me that I need to call the bank and report to federal agencies to stop the transfer. So I called the bank to do a wire transfer recall that was sent to XXXX XXXX XXXX and then filed a report to the local police authorities. I also filed a IC3 report to the FBI and the another report to the FTC. Unfortunately the wire transfer recall didn't make through, but they said they had an investigation into the fraud/scam.
|
| 04/14/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/2022 I was contacted by a USAA Customer service rep indicating that I had a fraudulent transaction made in Kentucky which I stated I did not complete. During this call, they sent a text to validate my account. At this time, my account was taken over by the XXXX on the line. The fraudster then made an unauthorized transfer to my account which later returned for insufficient funds on XX/XX/2022.
Once the call was ended with what I thought was the USAA customer service member I received an email indicating I had completed a Wire Transfer for {$9900.00}. At that time I called USAA to file a claim stating my account was taken over I was scammed and I have no access to my online banking account as the Fraudsters had changed my account log in.
I called USAA on XX/XX/2022 to get a status on my claim but they stated it was under investigation and I would receive a call back, they stated that it will be three more days but I never received a call back. On XXXXXXXX XXXX i called back and they dept had already left for the day.
On XX/XX/2022, I called for another status check and discovered that they have not opened a claim for my fraudulent wire transaction that I had filed a claim for on XX/XX/2022. So on XX/XX/2022, the claim was opened and a recall of the funds was attempted ( XXXX weeks after I reported ).
USAA has violated regulations and procedures according Regulation J.
Today ( XX/XX/2022 ), I was told I would receive a call back from the Fraud Team. When they called me back they could not provide a status but it was " under investigation '' and that another fraud team member would be calling me back since they could not provide any details to my claims. Again, I called in and requested a call back from the Fraud Team, when they called me they then said they would need to put in a request for the Fraud Team to place ANOTHER call back.
USAA has dropped the ball a few times here and I'm at a loss of how to recover the {$9900.00} that was transferred out of the account when it was taken over. USAA reps continue to pass me around and never provide details just that a call back will be made but I have lost confidence.
Thank you! You are my last resort.
|
| 03/15/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XXXX XX/XX/XXXX I received a threatening letter from USAA Federal Savings Bank in reference to loan # XXXX. The body of the letter indicated that my " hazard insurance '' had expired. The threat came in the sentence " Because hazard insurance is required on your property, we plan to buy insurance for your property. YOU MUST REIMBURSE US FOR ANY PERIOD DURING WHICH THE INSURANCE WE BUYIS IN EFFECT BUT YOU DO NOT HAVE INSURANCE. THE INSURANCE WE BUY WILL BE SIGNIFICANTLY MORE EXPENSIVE THAN INSURANCE YOU CAN BUY YOURSELF.
The issue is that I do have insurance for my house through USAA. The letter itself is deceptive in claiming that I need Hazard Insurance. From the National Homeowners Insurance Organization -- The reason hazard insurance is a common term is actually because of lenders. Your mortgage provider may require hazard insurance at minimum before they will issue you a loan, because that is the only portion of the homeowners insurance policy related to the structure of your house itself. This may create the misconception that you can buy hazard coverage separately from homeowners insurance, which is a lie. If your lender has specified that you need hazard or dwelling coverage, just know that buying a homeowners policy will satisfy their requirements.
This current complaint is in conjunction with my previous complaint filed against USAA/Nationstar last year XXXX originally filed XXXX XX/XX/XXXX. XXXXUSAA 's incompetence led to un needed frustration. The outcome of the incident reflected that neither USAA/XXXX were being honest and that : My property taxes were paid by me and not XXXX/USAA ( even though they claimed they paid for the property taxes in XXXX ).
The entire amount of my escrow was to be refunded to me immediately.
It is my impression that since XXXXUSAA had been thoroughly in the wrong and called out, they are once again trying to intimidate me. My insurance carrier for my house IS USAA. They have no grounds for their claim I do not have insurance on my home and sending me a threatening letter.
The website they provided so I could update my information www.mycoverageinfo.com/usaa, does not work. I hae attached all pertinent documentation.
|
| 03/04/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I received the information from a USAA banking customer service representative that my online access had been suspended and that my 3 personal accounts and 3 joint accounts with my husband were being closed as on XX/XX/2020. There was no explanation as to why this was happening only that the " powers at be '' made the decision and there was nothing that could be done. I asked to speak with a supervisor and received a call back 3-4 days later. I was told the exact same thing and given an address that I could send a Dispute letter to. I asked to speak with his supervisor or someone that could give me some answers as to why and how this decision was made. He said he would leave a message. I mailed the dispute letter off and my husband posted a complaint on social media how I and my family were being treated with he being a USAA member for 24 years and I having been a member for 7 years. This decision does not only affect my accounts but it also affects my husbands business with USAA as well. We were model, loyal customers that pay tens of thousands of dollars/year in insurance premiums for personal and business, we have loans and multiple accounts, including our children 's accounts. We have never been late on any payment, have never overdrawn our accounts and have always been in good standing with USAA. I received a call on XX/XX/XXXX from an executive dept representative confirming that they had received my letter and my husbands complaint and that they were standing by their decision to close my/our accounts and still would give me no reason and stated that they did not have to. I was never asked one question about anything and I have been told that banks usually only take an extreme measure such as this when major fraud or breaking the law has occurred. I assured them that I have never committed any such act and felt that this " investigation '' was a farce and I am the victim in all of this and would like someone to stand up for me and help resolve this issue. I have done nothing to warrant a decision such as this and it has completely disrupted my family and our belief in a company that claims to be available, accessible and supportive to their military members.
|
| 10/24/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
THIS LETTER SERVES AS FINAL DOCUMENTATION THAT CONSUMER LOAN TERMS HAVE BEEN COMPLETED ( 1 @ @ @ @ XXXX XXXX XXXX HAS PAID IN FULL AND LESS THAN XXXX DAYS LATE )!! MY CREDIT REPORT SHOULD INCLUDE AND ACCURATE PAYMENT HISTORY ..NOT DELAYED. YOU CAN REPORT A LATE IMMEDIATELY AND NOT REPORT MY PAYMENTS!! USAAlocked me out of online account access and discriminated towards me by saying derogatory information and payments for an unsecured loan not related to secured auto loan! This was retaliation to push me into FORCED REPOSSWEIONAND ILLEGALLY OBTAIN VEHICLE!!
AFTER PULLING MY CREDIT REPORT, USAA CONTINUES TO REPORT ERRONEOUS INFORMATION IN AN ATTEMPT TO MAKE FALSE DEROGATORY STATEMENTS AS SUBMITTED IN WRITING TO CONSUMER PROTECTION COMPLAINT ABOUT MY CHARACTER AND PAYMENT HISTORY to FALSELY REPOSSESS A XXXX XXXX XXXX.
I THANK XXXX I DID NOT DEPEND ON USAA FRAUDULENT UNEMPLOYMENT INSURANCE. " PAID IN FULL, '' tells the truth not lies from a collections department. THE FINAL PAYMENT IS BANK ISSUED CERTIFIED PAYMENT AS ALL OTHER PAYMENTS due to USAA LOCKING ME OUT ACCOUNT ACCESS!!
LASTLY, The USAA complaint response from THE COLLECTIONS DEPARTMENT VIA ATTORNEY VIOLATED - PRIVACY Act BY DISCLOSING MY personal /additional credit history not mentioned in the original complaint ( UNSECURED LOAN ) to retaliate and discriminated against me. BAR COMPLAINT COMING!!
XXXX XXXX PAYMENTS XXXX WHICH WAS NOT REPORTED TO MY CREDIT REPORT! USAA said XXXX XXXX XXXX XXXX
PER YOUR CONSUMER LOAN STATEMENT CURRENT BILLING CYCLE XXXX/XXXX/XXXX - XXXX/XXXX/XXXX PAYMENT DUE DATE XXXX/XXXX/XXXX AMOUNT DUE XXXX TOTAL PAST DUE XXXX TOTAL PAYMENT XXXX. I ALSO SENT AN ADDITIONAL XXXX} ON XXXX XXXX, XXXX TO SEND A REMINDER GIVE ME MY TITLE I DO NOT MEET THE CATEGORY OF PAYMENT AFTER XXXX/XXXX/XXXX!! I EXPECT MY TITLE MAILED TO MY ADDRESS BY XXXX XXXX, XXXX ( I WILL GIVE YOU LONGER THAN XXXX XXXX AS YOU STATED TO ME )!!!! I HAVE THE $ $ $!!! PAID IN FULL!! GIVE ME MY TITLE!! I OVERPAID YOU MAIL THE REFUND TO ME!!
I WILL NOT LET USAA XXXX ME AS I HAVE MET MY CONTRACT OBLIGATIONS AND PAID THE LOAN IN FULL!! I WILL CONTINUE TO FILE COMPLAINTS UNTIL THE TRUTH IS HEARD ABOUT THIS ROGUE COMPANY!!
|
| 02/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
See attatched statement XX/XX/XXXX. USAA has not explained credit reversals to me. Please explain the credit revetsals on XX/XX/XXXX statement. TOTAL PAYMENTS and CREDITS {$450.00}. Applied for this period. This is a Total of my payment {$77.00} & Merchants {$28.00}, {$47.00}, {$34.00}, then back statement continues permanet credits {$21.00}, {$75.00} PERMANET CREDIT great call dispute my favor {$170.00}, PERMANET CREDIT great call my favior THESE MERCHANT CREDITS AND MY PAYMENTS ARE ALL THAT APPLIED THIS PERIOD. Kindly Note this confusion : NONE OF THE ADJUSTMENT PURCHASES TEMPORARY CREDITS ( all with little - minus signs making them APPEAR SUBTRACTED AND CREDITED SEE XX/XX/XXXX {$49.00} under the {$170.00} INone of the next 14 are not included they are NOT PART OF THE TOTAL AT THE BOTTOM ( * TOTAL PAYMENTS AND CREDITS THIS PERIOD ) again THE NEXT 14 CREDITS. are not included but misrepresented to look like they are. The temporary credits NOT APPLIED. are {$49.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TOTAL CREDITS NOT APPLIED {$320.00}. Why do they * MISREPRESENT CREDITS NOT GIVEN LISTING THEM MAKING THEM APPEAR AS APPLIED? USAA reversed XXXX same day they began investigation putting temp credit XX/XX/XXXX NO WAIT THEY ENDED INVESTIGATION XX/XX/XXXX reversed XXXX same day began also NOTE these credits DID NOT APPLY only merchant credits & my payment applied. Then reversed XXXX that merchant just sent XXXX XXXX XXXX ALL WITHOUT APPLYING USAA CREDITS THAT STATEMENT SHOWS. Then see attatched XX/XX/XXXX VERIFY FRAUD CLAIM letter confirming NO ACTION NEEDED BY ME and usaa will continue to persue fraud in my behalf. KINDLY NOTE LETTER XX/XX/XXXX IS AFTER THEY LISTED THESE UNAPPLIED CREDITS What hapoened. Fraud is supposed to be addressed resolved by 60 days. ALL THIS FRAUD IS DISMISSED NOT APPLIED NO RESOLVE??? See attatched Fraud letter XX/XX/XXXX {$49.00} NO FURTHER ACTION ON MY PART {$49.00} is listed as a pretend credit but NOT INCLUDED IN AMOUNT TOTAL CREDITS XX/XX/XXXX USAA REVERSES CREDIT NEVER GIVEN DOES NOT RESOLVE FRAUD IN 60 days as law requires AND USAA STATEMENTS MISREPRESENT CREDITS APPLIED WITH TEMP CREDITS NEVER MADE PERMANET.
|
| 10/23/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited two large checks that I had received from XXXX ( XXXX XXXX XXXX XXXXXXXX XXXX ) from my XXXX ( XXXX XXXX XXXX ) into my checking account at USAA. USAA no longer has an actual bank that one can go to ; everything has to be done either by mobile app or through an ATM. I deposited these two checks, which totaled just over {$99000.00}. USAA immediately closed my checking and savings account and my son 's checking and savings account and denied access to all of our accounts. At the time that I deposited the two checks, I had {$22000.00} in my checking account. USAA said that the checks were fraudulent b/c XXXX had misspelled the first letter of my first name and for " other reasons. '' I replied that they had cashed three other checks by XXXX with the same misspelling with no problem, but their response was that the checks were " fraudulent '' this time b/c of the amount. A week ago, they lifted the freeze on my savings account and my son 's checking and savings accounts, but not on my checking account. They also informed me that they were " no longer terminating services with me '' and that they would lift the hold on my account " soon. '' However, I did not hear from them all of last week, and they also reinstituted the hold on my savings account and my son 's checking and savings accounts. I have changed the direct deposit for the various sources I receive income from, but those will take a few weeks to a few months. In the meantime, over {$6000.00} has been deposited into my account, including my paycheck from work, but USAA still denies me access to those funds. My current balance w/o the two checks that I deposited is {$26000.00}. I have been w/o any of my money for almost three weeks now with no end in sight. I am a widow, as my husband was a XXXX veteran who XXXX XXXX XXXX I still have XXXX children at home that I am caring for. I work XXXX and am unable to devote my entire day trying to get this resolved and gain access to my money. I have already opened up a new checking account at another bank, but it is not doing me any good right now when the direct deposits will not change right away, and I still do not have access to my funds.
|
| 06/11/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2020, I submitted a claim ( # XXXX ) with USAA Federal Savings Bank because there had been fraudulent activity on my account. I submitted the claim because money was transferred from my account via XXXX for a total of {$990.00}. The person who stolen the funds, I have no relation nor have I made any purchase of any kind. The person is named XXXX XXXX, phone number XXXX. To access XXXX for any transfer, I process the system through the USAA mobile app and I receive an notification to my personal email immediately following any transaction. Well, for this transaction I did not receive any notification or did not make the transaction. The individual is not listed in my recipient either. The individual hacked into my USAA and XXXX themselves {$990.00}. The individual had made this transaction on XX/XX/2020, again, I did not receive the notification to my personal email and I did not noticed until XX/XX/XXXX, XXXXOnce I became aware I notified USAA immediately letting them know that was not me, following all the procedures to update/change security information and to submit the claim. The representative told me the documents will be mailed to me at my mailing address when the investigation was complete. I have been quarantined since XX/XX/2020 and was teleworking due to XXXX. On XX/XX/XXXX, I just so happen to look into MyDocuments on the USAA app, and there was a letter that I was suppose to receive by mail stating there were no findings. This letter also informed me to call the bank if I had any further questions. I called the number a total of 5-6 times, each time a new representative submitting in a " request '' for someone from the fraud department to contact me as well sending documents on what was investigated. I even called XXXX with an USAA representative on the phone to see if they can see it on their end. I was told by XXXX that they couldn't see the transaction and it was done through my banking app, which is USAA, so they are held accountable. It is now XX/XX/2020, and I have yet to receive a phone call or those documents. I have been a member for 10 years ( since I joined the XXXX ) and never have I been treated and ignored in this manner.
|
| 04/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
My bank account with USAA was hacked on XX/XX/22. The hackers called me on XX/XX/22 and spoofed USAA 's actual number. A month earlier, my credit card had unauthorized purchases on it. USAA called to verify these purchases, and they were indeed unauthorized. Hence, USAA canceled my credit card and sent me a new card. The credit card fraud case appeared genuine. In this case, the hackers acted like a USAA representative. They stated that my debit card had unauthorized purchases on it. I never use my debit card. After a 30-plus-year membership, I am familiar with USAA 's routine. The operator ( hacker ) sounded legit. I denied the debit card purchases the operator gave me, and then he said to continue, he would need my log-on pin. Requesting this pin is a standard procedure for USAA. Then he said he would put me on a brief hold to send me a verification text. This verification hold took longer than expected. I felt that something was wrong, so I hung up. Approximate 10 minutes later, I received a text indicating that a wire transfer was initiated from my account for thousands of dollars. My experience with wire transfers at USAA is that they need to be set up in advance. This process can take days to complete and involves small sums of money sent and received in advance between the two accounts. How was this hacker able to send a wire transfer without first set up for one? I called USAA to stop this wire transfer. By this time, I was unsure who I was talking with, the hacker or USAA. It turns out I was talking to USAA when I called back.
Eventually, USAA was able to retrieve the wired funds. They did help me change my password information. Before this event, I changed my user and password information annually. My passwords are lengthy and complicated, and I also use two-factor authentication. The hackers had to have my user login and password, meaning USAA got hacked. USAA is not taking responsibility for the hack. I now know this has happened to many other USAA customers. USAA has stated that I should sign up for credit monitoring. I contend that USAA should pay for credit monitoring. Their institution is unsafe, and they do not own up to their responsibility.
|
| 07/13/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
I received a phone call from USAA collection representative discussing an overdrafted checking account at the beginning of XXXX. I informed the representative that due to covid-19 affecting our household, I would be delayed in handling this matter ; but would have the account balance in the positive prior to XX/XX/XXXX when the account would be charged off. On XX/XX/XXXX, {$100.00} was transferred to the checking account ; bringing it to a positive balance - fulfilling my obligation to not have the account closed on XX/XX/XXXX. Stop payment orders were also requested for future attempts of these charges - as I had corrected the billing information with those companies. On the morning of XX/XX/XXXX, the checking account showed a positive balance of {$0.00}, another attempt for the same charge ( which a stop payment order of future charges was already requested ) was processed at the end of the day, overdrafting the account in a separate incident. I was not notified of this, no attempt was made to recontact me via phone per the notes on the account written by the previous representative. On XX/XX/XXXX, I received a notice dated XX/XX/XXXX, which stated my checking account had been closed. USAA policy is that an account in an overdrafted or negative status for 41 days will be charged off. As my account was positive the morning of XX/XX/XXXX, when the account was closed on XX/XX/XXXX, only 7 days had passed.
After filing a complaint with the XXXX, USAA purposely triggered the 6 day Answered Assumed timer on XX/XX/XXXX. They waited until XX/XX/XXXX to contact me to inform me they would take no action on this matter and make no attempt to resolve.
I have not had access to the checking account to be able to verify any of the information they gave me and the corresponding account which triggered the NSF fee does not show an attempted payment on the day they sited.
I had done my due diligence and had corrected the billing issue with XXXX XXXX, I had corrected the negative balance, to all objective observers agreement, to the exact specification that all available information told me - including the USAA representative who initiated the conversation on XX/XX/XXXX.
|
| 12/07/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/2019, I inquired about a XXXX add for XXXX XXXX XXXX tickets. The " seller '' and I negotiated a price of {$500.00} for four tickets. I have a lengthy email correspondence documenting the exchange - to include screen shots of XXXX tickets as " proof '' the seller had them. On XXXX, the " seller '' and I moved forward with the transaction as to which I regrettably transferred the money via XXXX to an XXXX XXXX. Shortly thereafter it became clear that the " seller '' was never going to send me the tickets as I still have never received the four tickets. First, I immediately filed a dispute with my bank, USAA, as to which I was told I would receive some sort of response within 1 to 10 business days. I then made a XXXX request from the recipient of my XXXX transfer for the amount of {$500.00}, as to which the " seller '' has not accepted. Next, I filed a complaint with the internet criminal complaint center ( IC3 ). Today, XX/XX/2019, I received an email from USAA stating that the decision has been made that an error did NOT occur with this XXXX transaction. During the dispute analysis by USAA, USAA did not contact me wishing to see my email correspondence outlining and detailing this unlawful scam of consumer goods. USAA did not contact me during this process for ANY additional information whatsoever, for that matter, to aid in the decision-making of this fraudulent financial transaction. Nor did they contact me regarding any further steps that I may have taken on my own accord, nor did they offer any advice regarding my next steps financially. Subsequently, I filed a complaint with the Federal Trade Commission, which regulates XXXX and other online auction sites. I have since called USAA requesting any and all documentation regarding the dispute. The representative on the line claimed he would need to put in a request for such documents and is unable to see any steps outlining the decision process/conclusion. It was only after I threatened to contact the CFPB did the USAA representative offer to verbally disclose the documentation of my dispute analysis. I was told a copy of the document would be available in my banking profile online upon my request.
|
| 02/17/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
USAA refuses to send me USAA Policies. Due to XXXX XXXX I have NO ACCESS on line with USAA. I requested XX/XX/XXXX Paperwork info on line web provides all others NOT ME, to no avail. I requested again XX/XX/XXXX, no avail. I NEED TO KNOW USAA POLICY TO FOLLOW IT. See attatched XX/XX/XXXX FRAUD CLAIM letter. WOW Temporary Credits must be MADE PERMANET. USAA HAS LIED TO ME FOR 2 YEARS. Telling me the credit reversals were from USAA CREDITS WHEN CREDITS WERE NEVER MADE PERMANET! NO USAA TEMPORARY CREDIT WAS EVER MADE PERMANET so USAA USES TEMPORARY CREDITS TO CREATE PERMANET PURCHASES?? OF CREDIT REVERALS OF ** CREDIT NEVER GIVEN STEALING MERCHANT CREDITS?? COVERING THEIR FRAUD LEAVING CONSUMER LIABLE FOR THE FRAUD?? Attached XX/XX/XXXX USAA statement IS BEGINNING OF FRAUD. Kindly Note THERE ARE NO USAA CREDITS ONLY MERCHANT CREDITS. USAA demands I put all this in writing when they know My Hands Unable to do so taking advanage of my age and XXXX. USAA please accept this as in writing. XX/XX/XXXX Merchant credits {$120.00} & {$210.00} *REVERSED XX/XX/XXXX due to TEMP credits. XX/XX/XXXX Merchant credits {$15.00} {$17.00} {$25.00} * REVERSED XX/XX/XXXX due Temp credits XX/XX/XXXX Merchant credits {$110.00} *REVERSED due Temp credit XX/XX/XXXX XX/XX/XXXX Merchant credits {$12.00} {$26.00} {$9.00} * REVERSED XX/XX/XXXX {$9.00} {$26.00} due Temp credit XX/XX/XXXX Merchant credits {$200.00} {$280.00} {$150.00} {$230.00} {$8.00} {$14.00} = {$910.00} PERM CREDITS and ** CHARGED XXXX OLD FRAUD FROM XX/XX/XXXX Note the ( F ) in ref number cide for fraud. USAA puts KNOWN FRAUD ON AS NEW PURCHASES XX/XX/XXXX {$6.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX * REVERSED {$200.00} {$280.00} = Total Reversed {$970.00} USAA IS THE THIEF STEALING EVERYTHING FTC MADE MERCHANTS CREDIT. Note the pattern. Merchant PAYS and USAA TAKES AS THEIRS WHEN THEY NEVER MADE THE TEMP CREDIT PERMANET. USAA STATES ALL CREDITS ARE INTERNAL USAA HIDES THIS. USAA refuses to send policy to explain TEMP BEING MADE PERMANET PURPOSELY. USAA HAS HELD ME LIABLE FOR FRAUD SINCE XXXX XXXX The first time I used this 4 years old card they tell me. USAA IS HOSTILE AND UNCOOPERATIVE.
|
| 05/02/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
|
|
My complaint is against USAA Federal Savings Bank as it specifically relates to my XXXX XXXX XXXX XXXX XXXX Credit Card. This complaint is regarding an extreme reduction in my line of credit that increase my debt-to-credit ratio to over XXXX XXXX after I had immediately reduced my debt-to-credit ratio by making 4 payments. On XXXX XXXX , XXXX my XXXX XXXX XXXX XXXX XXXX Credit Card reflected a Credit Limit amount of {$13000.00} and a balance owed of {$11000.00}. Over the span of XXXX days I made the listed payments totaling {$10000.00} - XXXX {$570.00} ; {$4800.00} ; {$5000.00} on XXXX XXXX , XXXX and {$120.00} on XXXX XXXX XXXX ). Bringing the balance down to {$1300.00} and improving my debt-to-credit ratio to XXXX XXXX of my credit limit. Note : ( I have over XXXX XXXX history with XXXX and none of my accounts have been late or have had a negative review and this is reflected in my credit report from Transunion, Experian, and Equifax XXXX . Per my conversation with a USAA Bank representative on XXXX XXXX , XXXX , I was told that on XXXX XXXX , XXXX they reduced my line of credit to {$2500.00} and that they sent me a letter letting me know about this and this was due to some adverse information on my credit report. The request for reconsideration of their action and that the decision be reversed was declined. I informed USAA Bank that this action did not reward good behavior, that it in fact punished me because my debt-to-credit ratio increased to slightly over XXXX XXXX and that this was just after I had made them a payment of {$10000.00}. I pulled my Annual Free Credit Report on XXXX / XXXX / XXXX and after carefully reviewing my report I do not see anything on my credit that is negative to warrant such an impetuous action on their part. I questioned if this financial institution has a genuine and sincere interest in supporting the family members of a military veterans. I have faith in USAA Bank and I hope this is just a misunderstanding. I am also reaching out to CFPB for support on this matter. I would like my {$13000.00} line of credit restored.
|
| 06/07/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2022 I was checking my bank ( USAA ) account and saw that my savings account showed {$32000.00} was transferred out of my account without my knowledge. I immediately contacted a USAA rep by the name of XXXX and asked my questions about my complaints and he would forward to the Fraud Dept. of USAA. He said check back in 5 days. While I waited I looked closer into my saving account and saw that there were XXXX transfers from my account, in the amount of {$5100.00}, {$10000.00} and {$15000.00}. They were transferred into two other USAA Savings accounts. All these transfers were on XX/XX/2022. I was never notified by USAA that these transactions were happening. A Red Flag should have went up when they all happened in one day. To this day no notification from USAA. On XXXX XX/XX/2022, I called USAA and was forwarded to a Rep name XXXX, Security Specialist ( XXXX Ext XXXX. Again, she asked many questions about my account and I changed my user name, password and pin. She asked my to verify names of my account. My wife, XXXX XXXX and my daughter XXXX XXXX. She had two additional name as follows : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, Arkansas XXXX and XXXX XXXX, XXXX XXXX, XXXX, CA XXXX. I replied I have no idea who these ladies are. These two names were added to my account with new Savings Accounts and this is where the funds were transfered and later withdrawn from these accounts, apparently the funds could not be tracked. I told XXXX ( USAA rep ) I never authorized the name or the transfers. She told me to check back on XX/XX/2022 and I did. She pulled my file and it stated this was not identify theft and I was liable. I said I don't what the correct wording is, but my account was hacked or compromised and that the bank did not protect or secure my funds and trying to put this as my fault. She resubmitted the claim to Fraud Dept. and check again in three days. I asked her if I could speak to someone in Fraud Dept. she said no and I would to get back with her. I think the bank ( USAA ) is blowing me off and not accepting their failure and responsibility of safe guarding my saving account. Why do I use a bank, to protect my assets. I need your help!!!!
|
| 09/11/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Credit monitoring or identity theft protection services
- Billing dispute for services
|
|
Web |
Servicemember |
|
On XX/XX/2019, I received a letter from XXXX XXXX XXXX, Assistant Vice President, Member Debt Solutions, USAA Federal Savings Bank that my account was past due. I immediately contacted USAA Federal Savings Bank. I had spoke to 3 different customer representatives. First of all, XXXX informed me that USAA placed a fraud on my credit card for XXXX payment which caused me to affect my credit scores. Secondly, I then contacted USAA, and talked to XXXX and she confirmed that the funds were released and apologies. That, the bank had the funds which was supposed to pay for the credit card payment. Thirdly, I then talked to XXXX from USAA banking department and she informed me that the XXXX payment was received. On XX/XX/2019, USAA reported my account to the credit bureau which NEGATIVELY affected our credit scores. While my daughter reported to USAA of a fraud on one of her accounts. She had to wait for USAA to reimburse her account. The credit card which she was making payments via online on a monthly basis for the month of XXXX and XXXX was stopped by XXXX XXXX due to the fraud probably at a gas tank reported by our daughter. USAA charged 2 payments in the amount of {$240.00} on XX/XX/XXXX. USAA returned one payment on XX/XX/XXXX and XX/XX/XXXX. I had received a letter that a payment was not made. So I contacted XXXX XXXX, and was informed by the banker that payments were stopped due to reporting of the fraud coming from USAA. Subsequently, USAA kept informing me that payments were not made so my daughter made payments that were charged on XX/XX/XXXX and XX/XX/XXXX. My wife contacted USAA to inform XXXX that a payment plan in the amount of {$240.00} was arranged on a monthly basis. XXXX was not cooperative and inconsiderate in satisfying the customers need as she had mentioned that is the reality a payment not made. I informed her that payments made twice on XX/XX/XXXX, and that one of the XXXX payment should be applied to XXXX. But, she said I couldn't do that. XXXX XXXX stopped payments coming from USAA including the credit card that was being paid in good faith. Currently, the new balance is {$750.00}. I am a XXXX veteran, retired, and in a fixed income.
|
| 07/17/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I have the money to pay off the loan. I have been calling the bank since XXXX to pay off the loan but everyone I speak to will not help me settle the loan. They waste my time, put me on hold, transfer me, every single person verifies my identity then transfers me again, I get lengthy messages about how this call is an attempt to collect a debt when it is me calling them asking to settle the debt. I went to buy a truck and there is a USAA charge off showing on my credit for the original amount of this loan. I have had no other credit accounts in more than 7 years. The records I have for the last nine years show only 3 payments applied to principle. I have worked directly with the bank to resolve payment issues to keep the account current. I followed the payment schedule they recommended only to find nothing was going to principle. I nearly doubled my payments so that some of each payment would go to principle yet even with a few large payments to get ahead only 3 payments in 9 year were applied to principle. When I use the on line information to bring the account current and pay more than what shows due the account remains in past due status and nothing is applied to principle. I called the bank to ask how much needed to be paid to bring the account current and still the account was always behind. This bank has called me in the middle of the night, on holidays and six times in a single day while I was at work to harass me about this loan. The balance they asked for to pay off the loan is higher than the current statement balance and barely {$100.00} less than 9 years ago. {$17000.00} today down from XXXX in 2010 and up from XXXX in XXXX of this year. The bank has offered assistance and used that assistance to manipulate this into a never ending loan. I wish to negotiate a reasonable pay off. This started as a XXXX loan to repair the roof and paint the house I purchased. Based on all interactions with this company I can not make another payment on this loan until I have a clear written agreement that the bank will honor this payment to actually settle this debt and restore my credit to reflect the years that I have made payments to keep this loan current.
|
| 03/26/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I was pulled over by the Sheriff 's Department and I was held in jail until XX/XX/XXXX. The gentleman I was arrested with got out of jail a few days after XX/XX/XXXX. He obtained my information, debit card, my phone, and all other personal effects of mine. After he received this information and items he then decided to use my bank card to shop at various retailers including debiting out cash.
The following are transactions in which he used my debit card.
XX/XX/XXXX XXXX. XXXX XX/XX/XXXX XXXX transfer/debit {$350.00} XX/XX/XXXX debit purchase XXXX XX/XX/XXXX debit purchase XXXX XX/XX/XXXX debit purchase XXXX XX/XX/XXXX debit purchase XXXX XX/XX/XXXX debit purchase. XXXX XX/XX/XXXX debit card recovery XXXX XX/XX/XXXX. Atm XXXX XX/XX/XXXX atm XXXX XX/XX/XXXX atm XXXX XX/XX/XXXX XXXX NSF fee item return.
Over XXXX taken from me.
Upon my release from jail on the evening of XX/XX/XXXX I immediately notified the bank, usaa, and informed them that these transactions were not authorized nor did I have knowledge of them. I explained that I had been incarcerated and that this man has my wallet, my personal information, as well as my cell phone and keys to my home. The bank refunded several of these transactions, only to debit them back out of my account a few days later. There is even one of the debit or transactions was a XXXX transfer from my account into this man 's account. This shows were he used my name, he signed my name. He took my identifying information that he had no right to do. They could not in any way shape or form explain their reasoning behind my account not being credited with all the transactions not authorized by me or done by me. I sent proof of all of my dates of incarceration and all other information they needed including my id. I spoke with them on a daily basis and was never able to resolve this with them. I called them at least twice a day for 3 weeks. I am XXXX and get a small social security check each month and what I was arrested for was unfounded and dropped not that has anything to do with my banking however what I went through in jail and then coming out to find that your only income was taken is beyond words.
|
| 03/08/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX, we were notified by USAA that our credit card as well as checking and savings accounts were being closed. Neither were in default or any other problem. I have spoken to four or five individuals at USAA and the only information I have been given is that according to some law passed in XX/XX/XXXX by congress, they have the right to cancel and not inform the client why the accounts were closed due to unacceptable behavior or activity.
I have used USAA for over 50 years and my credit rating is excellent, yet they will not disclose their reasoning. I first called the CT State Banking Commission and they informed me to file a compliant with you. After listening to what I had to say, they said it sounded like USAA thinks I am laundering money.
I am in the XXXX field and XXXX years ago on XXXX XXXX I was involved in a serious accident. Having to retire, we decided I was still able to help out in XXXX, so I still maintain my licenses. We spend about 6 to 7 months a year there and I do use the ATM machines there to access money. True the USAA account is not my primary account since I use a local bank in a small town that knows us well. However, using the USAA account has some benefits that our local small bank dose not have, such as home deposits and the first so many ATM charges are free.
I served my country as an XXXX in the XXXX XXXX, so I feel I am entitled to that benefit. I do not feel that any citizen of the USA should be treated as if they liven in a country controlled by a dictator where they are subject to the whims and wishes of those in power. Since when has the US not followed the law where the individual is innocent until proven guilty? More important, how about false incriminations and not being told of the charges? Our country went through a very negative period not many years ago about such acts, are we now headed toward another such era?
I have been told that if asked if I have ever been turned down for any credit cards or banking accounts, I must now answer YES. This is totally unfair to any citizen and especially a veteran, who has served this country. I would hope you would be able to answer my concerns.
Thank you,
|
| 10/30/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
I am the victim of identity theft and data breach to USAA online security. I filed a police report ( XXXX stating : My USAA online bank account was accessed unauthorized and a fraudulent external bank account, ending in XXXX, was added and verified to my account without my knowledge or authorization on XX/XX/XXXX. I received a notice about an account being added but I didn't respond because I knew that wasn't me and If I don't verify it then it wouldn't get added to my account. Unfortunately, it was verified without my knowledge and no action from USAA to prevent it.
Two transfers of {$5000.00} were made, one into my checking, ending XXXX, and one into my savings, ending XXXX, on XX/XX/XXXX and XX/XX/XXXX. On the same days, XX/XX/XXXX and XX/XX/XXXX, XXXX transfers were made out of my checking and savings, of {$4900.00} and {$4900.00} into a fraudulent account ending in XXXX. I did not receive a notification that this activity was going on. My savings account has small automatic credit transfers of {$25.00} every week and an automatic debit transfer of {$50.00} every month to XXXX XXXX XXXX XXXX ( there is a long history of statements proving I do not make large transfers in and out of this account ). The {$5000.00} fraudulent transfer from XXXX XXXX to USAA on XX/XX/XXXX, to my savings account, should have been flagged because this account was closed in 2018. {$5000.00} was transferred in and {$4900.00} was transferred out the same day. USAA did not alert me.
On XX/XX/XXXX - XX/XX/XXXX, USAA deemed my case XXXX XXXX XXXX, that there was no fraudulent activity and the transfers were my responsibility. I had to call to get this information about my account because USAA had not sent any correspondence or made any calls to me, although they said they called me ( phone records are on file to prove I never received a call or email ). I reopened my case on XX/XX/XXXX. I have called everyday since my case has been reopened and asked for details into why they show non-fraudulent activity but USAA has not been forthcoming in providing me with any information which is unacceptable. My accounts are in the negative and I have the threat of NSF fees looming.
|
| 09/19/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
XX/XX/2022 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA Savings Bank XXXX XXXX XXXX XXXX Re : XXXX XXXX XXXX To Whom It May Concern : This letter is regarding account # XXXX, which you claim I have a {$6600.00} charge-off. This is a formal notice that your claim is disputed.
I am requesting validation, made pursuant to the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, along with the corresponding local state laws. Please note that I am requesting " validation '' ; that is competent evidence bearing my signature, showing that I have ( or ever had ) some contractual obligation to pay you.
Please also be aware that any negative mark found on my credit reports ( including XXXX, XXXX and XXXX ) from your company or any company that you represent, for a debt that I don't owe, is a violation of the FCRA & FDCPA ; therefore if you can not validate the debt, you must request that all credit reporting agencies delete the entry.
Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports.
Failure to respond within 30 days of receipt of this certified letter will result in small claims legal action against your company at my local venue. I will be seeking a minimum of {$1000.00} in damages per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) 4. ) Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b ) Please Note : This notice is an attempt to correct your records, and any information received from you will be collected as evidence should any further action be necessary. This is a request for information only, and is not a statement, election, or waiver of status.
My contact information is as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX P.S. Please be aware that dependent upon your response, I may be detailing any potential issues with your company via an online public press release, including documentation of any potential small claims action.
|
| 09/17/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
I was advised to send this message to you to open a formal complaint concerning violations of VA policies governing the VA loan program by VA venders.
I have a VA loan certificate of eligibility. I own a single family dwelling located in XXXX XXXX XXXX CA.
I currently hold a 40 year fix conventional mortgage at 4.125 %.
I began three weeks ago contacting major VA venders such as XXXX XXXX the current holder of the 40 year fix, XXXX XXXX, and USAA, to refinance the 40 year fix into a VA 15 year fix or 30 years fix I filled out an application with USSA and provided them with my personal information including my social security number. I received a call from USAA stating they where not refinancing veterans conventional loans to a VA guarantee loans. USAA stated they were only refinancing VA loans for veterans who have a VA guarantee loan or veterans who are purchasing for the first time. USAA is currently in violation of the TILA-RRSP because USAA received all 6 pieces of information from the application.
USAA representative who identified himself as XXXX / XXXX, stated the VA authorized the Venders to put a moratorium on veterans who were trying to refinance from a conventional loan into a VA guarantee loan USAA may also be in violation because I filed out an application relinquishing my SS number.
I received respectively a XXXX, XXXX, XXXX, credit score. My address is XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. My loan balance is {$470.00}, XXXX, and the value of my home is estimate to be over XXXX XXXX.
I contacted the Department of veterans Affairs Loan department in XXXX and spoke with a VA Loan officer. The Loan officer stated the USAA was in violation of VA policies and that their action could violate their VA venders status.
She suggested I contact USAA and conduct a three way conversation with the VA to resolve the issue. I contacted USAA today and spoke to XXXX XXXX # XXXX she stated her company was investigating my complaint but refused to conduct a conference call or go on the record. I was instructed to send this e-mail explaining my experience and as of this e-mail I can not find a VA vender to refi my loan following VA policies.
|
| 05/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX - XXXX, we were in XXXX XXXX, CO babysitting our grandchildren ( ages XXXX & XXXX ), their mother was at a XXXX inservice and there was no school for children. On XX/XX/XXXX miles away, someone made {$200.00} withdrawal at an ATM in XXXX XXXX, CO. We have another charge on the our credit card to show we ate breakfast in XXXX XXXX , and yet another charge at XXXX XXXX XXXX on a debit card at XXXX ( debit card is from our local credit union ), which shows we were in XXXX XXXX.
We discovered this fraud charge on XX/XX/XXXX and called USAA immediately. USAA FSB VISA made an immediate adjustment and a new credit card was issued to my wife. We thought this was over, however, on XX/XX/XXXX, a rep from USAA Fraud called and left a voicemail to return a call. We thought it had already been taken care of, however, my wife returned the call and left a message. USAA did not return the call until XX/XX/XXXX, which was a voicemail asking for another return call. My wife returned the call on the XXXX, however, the rep did not pick up and she left a second voicemail.
When my wife was unable to connect with the fraud rep, I checked my USAA credit card online, and the charge of {$200.00} had been reapplied. I called the USAA Fraud rep extension and left a voicemail ; I did not receive a call back. During the week of XXXX XXXX, we received a document asking us to swear to the fact that we did not make the alleged charge ; we signed the document asserting we DID NOT make the charge. Since that time, I have called USAA multiple times without any success. USAA Credit Card Service can not talk to the Fraud Dept, only leave an email?? Nobody has ever called us back or offered to resolve the fraud. On XX/XX/XXXX, I sent a registered letter to the XXXX of USAA detailing the calls and people we have talked to at USAA, no response was received ; I have the USPS Return Receipt to show it was received.
We never went to XXXX on XX/XX/XXXX, or made a withdrawal on our credit card. We are both XXXX years old and we would never drive three or four hours with our grandchildren in the back of our car to make a cash withdrawal from an ATM XXXX miles away roundtrip.
|
| 07/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
USAA Bank closed my account mid XXXX. I owed them some overdraft & since I had n't opened another account with another bank yet, with my first pay, I decided to send part of my direct deposit of about {$89.00} to cover what I owed them. I called few days later, early XX/XX/XXXX, & USAA informed me they received the money & after spending over an hour on the phone with them, they informed me my check will be sent to my updated address & I would receive it within 7-10 bussiness days. I waited. 7 days later I received their fliers, no check. 30 days later, I called them again, I spent about an hour being transferred with absolutely no resolution. They said they sent the check & I should be patient & give it time. I waited, I continued to receive fliers & advertisement stuff, no check. I called them in XX/XX/XXXX, I hang up for being put on hold for over 10 min bc I was at work. I called them in XXXX after I moved to update my address & follow up on the check. Once again, I was on the line with them for over an hour. I was transferred & sometimes had to wait on hold for so long. Finally they told me that my check was returned to them in XX/XX/XXXX. I asked why & they did n't know why. I received everything else they sent but the check. I called them twice before & no one told me this. So then I had to wait longer on the phone for them to send me another check. They said I would receive it within 7-10 business days. 10 business days ended on XX/XX/XXXX. I called them first week of XXXX, they told me, it could be held up somewhere to continue to wait. Once again, I 've received their fliers & stuff & no check. I contacted them again but had to hang up after being put on hold for over 10min. I had explained to them I could n't hold for long since I was at work. While I had a good relationship with USAA as a customer, this experience has completely has changed my opinion of them. Please help me get my few extra funds back as this is the only way I will receive them. Its been almost a year & all I get from USAA are nothing but waste of time on the phone and lies. Why I continue to receive their advertisement fliers but not my check is beyond me. Thank you.
|
| 07/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
|
|
On XX/XX/XXXX , I applied for a USAA Limitless Cashback Rewards Visa Signature credit card. The application was declined, with the following reason provided : Maximum credit extended. I inquired to USAA if I could be approved for the card by reallocating a portion of the credit limit on an existing USAA credit card to the new one. USAA responded that it would be possible to lower the credit limit on the existing card and reapply for the new card. I agreed to have the credit limit on my existing card lowered by {$6000.00} on the condition that the application for the new card be reconsidered, so that a second hard inquiry on my credit report would not result. USAA proceeded to lower the credit limit on my existing card by {$6000.00}, but informed me that a new application would be required for the new cardwhich would result in a second hard inquiry to my credit report. I would have expected that USAA would have confirmed if a new application was required before taking the action to lower the credit limit on my existing card, and was surprised by the poor interpretation and communication about the original request. When I informed USAA that I did not want to proceed with a new application on the basis of it causing a second hard inquiry, USAA refused to reinstate the {$6000.00} credit limit on my existing card. While I appreciate that USAA took the time to consider a rather unusual request to reallocate a portion of my existing credit limit, I made it very clear that I did not want to incur a second hard inquiry on my credit report while attempting to be approved for the new card. As Im sure USAA is aware, a hard inquiry negatively affects ones credit score. I did not want this exchange to leave me with two h ard inquiries on my credit re port ( one was a lready pulled with the initial application ). Furthermore, since the basis for the decision of the initial application appears to have been made based on a USAA policy ( maximum credit extended ) rather than my creditworthiness, I see no reason for USAA to have required a second hard inquiry to reconsider the application after the reduction of the credit limit of my existing card.
|
| 11/04/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with convenience check
|
|
Web |
Servicemember |
|
I received an offer for 0 % APR on a convenience check from USAA that I was going to use but wording in the offer appeared to be in direct violation of CFR 12 part 1026 so I called USAA to clarify.
The following is the concerning statement : " If you transfer a balance or write a convenience check with this offer, all purchases will be charged interest until you pay the entire balance in full, including any transferred/convenience check balances. '' The regulation is very clear that anything over the minimum payment must be applied to the highest interest APR, however, three different USAA representatives told me that is not the case.
I gave the following example : I write a convenience check for {$1000.00} subject to 0 % APR I charge {$100.00} subject to 10 % APR My minimum payment is {$10.00} I am charged {$1.00} interest on this billing cycle I stated that if I paid {$200.00} then {$10.00} can be allocated to whichever balance they choose and that {$190.00} must be applied to the {$100.00} dollar charge and {$1.00} interest first and the rest would go to the 0 % APR balance. If I made no further charges then my next bill should have no purchase or fee balance and I should only be left with the 0 % APR balance if they are following the law.
All three USAA representatives said this is not the case and that even if I paid {$500.00} that a portion would go to the higher APR balance and fees and that some would go to the 0 % APR balance but that my {$500.00} payment would not pay the purchase balance in full and that my next bill would still have a purchase balance remaining and that I would still be charged interest on that balance.
This is a clear violation of the wording and the intent of 12 CFR 1026.53. I kept asking to speak to different people because I thought there was no way that USAA was so blatantly violating the law but after getting the same response from two normal customer service reps and a rep that specializes in USAA billing policies, it is apparent that they are.
I am filing this complaint so that you can investigate their credit card payment allocation practices to determine if USAA is in compliance with regulations.
|
| 10/10/2018 |
Yes |
|
|
|
Web |
Servicemember |
|
I applied for a VA loan through USAA, on XX/XX/2018for a home that was {$130000.00}. As I was working the process of the loan the home, I changed to a different house that cost {$130000.00} on XX/XX/2018. On XX/XX/2018 the VA sent USAA a copy of the certificate of eligibility stating that the total cost of the house has to be above {$140000.00}. After I paid to USAA {$440.00} for an appraisal, and the housing inspector {$280.00} on the XX/XX/XXXX. On XX/XX/XXXX, USAA mortgage processor contacted me and said they couldnt go ahead with the loan. Stating that the loan needed to be above {$140000.00}, so she raised the price of the house to {$140000.00} and sent me that part of the contract to sign. I questioned her actions and called the VA. The VA said that yes it has to be over {$140000.00} for the total loan not just house. Stating that the VA funding fee and any other expenses could be included. I asked about the energy efficiency upgrades, she stated as long as the total loan is above {$140000.00} than Id be fine. When I contacted the processor and let her know that those can be added to the total cost and that will get it above the {$140000.00}. She said shed work it and she sent another contract with the total cost at {$130000.00}. The USAA processor called me on XX/XX/XXXX, and said that the loan was denied and I needed more documentation to support documentation that was sent. When I asked her about getting the appraisal and inspection fees returned she said no because those are non refundable because the work was done. I questioned why wasnt I notified that it had to be above {$140000.00} prior to paying those fees she didnt provide answer. When I asked why not just add the energy efficiency upgrades to the loan, she said it was a new house, and that it doesnt need energy efficiency upgrades. The house comes with non energy efficiency appliances and still need a refrigerator. Later that day gave her additional supporting documents. She responded with and email stating that the difference in the {$130000.00} and {$140000.00} is only {$50.00} a month. To me it seems that it taking an additional {$9000.00} from the VA and paying it to USAA.
|
| 08/30/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
We a claim to USAA after contacting XXXX 's several times about defective flooring that we installed. We requested for our funds to be returned as we have to now buy new flooring as a result of the defective flooring, which USAA did in a provisional credit. In addition to contacting the bank, we also put in a XXXX complaint on the company which then they responded and stated they will come to a resolution for us. They asked XXXX twice for extensions to make things right, a person came out to our home in XXXX and took pictures of the flooring and stated verbally as well that they can see the scratches, indentation and chipping in the flooring thru out and that was it. The last correspondence we received was on XX/XX/XXXX from XXXX 's stating again that they are trying to come to a resolution. We have been trying to get this resolved since XX/XX/XXXX. USAA then reversed the credit they gave us for the flooring charge on XX/XX/XXXX stating that due to an investigation there was no error made when I called in asking why after seeing our checking account. After speaking with 4 individuals, it was determined that there was in fact no investigation done and that they wanted me to send documentation in in addition to a statement about why the amount was different ( less than ) what we requested the credit for. They stated a letter was sent and I informed them that I did NOT receive a letter asking of any documentation and that in fact, when I first called the claim in, I proactively told them I wanted to send in documentation and gave a very long and detailed report for the claim to submit explaining why the amount was less than initial charged. We returned some boxes of flooring that we were already given a credit for and the remaining is what was used or the boxes that were defective due to being broken or chipped. This was explained in great detail and they can even review the call that was made. So they lied about the " investigation ''. I sent in the documentation and proof for the claim today and requested someone from management in the claims department to give us a call and to reverse the credit as XXXX has done NOTHING to resolve the issue.
|
| 07/18/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
Around XX/XX/XXXX my HELOC with USAA disappeared from my online banking account. I called USAA and they stated that they were working on rectifying this issue because bankruptcy laws have changed. I informed them that my Ch XXXX was discharged 10 years prior and I was never late on my HELOC. In fact, I had paid down approximately XXXX $ regardless of the fact that it was an interest-only loan. I did not receive any paperwork or any phone calls. I called the bankruptcy department many times and they could not give me any information. In fact, their answers to my question were quite cryptic. I did request a lien release and they put the work order in but said I would have to call back in 2-3 weeks to find out the results. This back and forth has been going on since my first phone call to them.
I have been attempting to refinance my property to a fixed rate and now I am held up by USAA because they refuse to release the lien. Again, when I called the bankruptcy department XX/XX/XXXX they could not give me any information except that the results of the last inquiry resulted in a refusal to release the lien. The person on the phone said she could not give me any further information because it has to be formally requested by another department. She could not even provide me with the account number. And, again, I have received no information about what is going on.
My credit report shows that the account is closed with a XXXX balance and no derogatory history. Yet USAA will not release the lien or give me any explanation for anything. This is 11 years after my CH XXXX. I was holding up my end of the bargain and was NEVER behind on my first or second mortgage. USAA never attempted to negotiate my term and closed my account without explanation. Again, it is not derogatory on my credit report. In fact, it shows a XXXX balance but they will not remove the lien and say I owe them money but no one can tell me anything further.
I have no documentation besides my credit report and the proof that they were on my schedule D for CH in XXXX. As previously stated, USAA has removed all evidence of the HELOC and has not provided us with any paperwork.
|
| 05/14/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/XXXX {$4900.00}, XX/XX/XXXX {$4900.00}, XX/XX/XXXX {$4900.00} Above are fraudulent check amounts that were deposited into my daughter 's USAA account at a branch in XXXX, Ga that I wasn't even aware that existed ( I was a member for 17 years prior to incident ) and withdrawn from several super XXXX XXXX in another area, which all locations are an hour or more away from where we lived. My daughter was XXXX/XXXX years old at the time of the incident, but due to the account not being mine the police department in our area said that she was the only one that could file the police report for identity theft. So I then had her file the report and then I drove to XXXX were we submitted the report at the above branch through their web center. I continued to request for the incident to be investigated, but was told by several different Reps that they will not be doing an investigation, because my daughter was still at fault for not properly securing her card and security questions and/or answers that she had written down, which was a newly activated card that I had just given to her the week prior to her school going on XXXX break. I was unaware of any of these activities until a week after the checks were deposited and monies withdrawn is when I received a call by a Rep from USAA. I immediately took action, but USAA kept giving me the run around, I then asked to speak with a supervisor and was told that I was not allowed to because no matter how I looked at it I was still responsible. Almost a year or 2 later I was then notified by XXXX XXXX XXXX that the monies owed from the fraudulent activity was reported onto MY personal consumer report and that I will not be able to get another bank account anywhere for 5 years. USAA had already closed her account and took any and all funds from MY account ( s ) that my social was attached to. Which forced me to take my name off of my son 's account so that it wouldn't affect him as well. I continued to keep my account with USAA up until either the beginning of XXXX or end of XXXX when USAA decided to change my account from checking to deposit ONLY then shortly after closed the account all together.
|
| 04/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2023 a check that I deposited into my USAA savings account came back unpaid. This was after the check had posted to my account and funds were immediately available. I even called twice and asked if it cleared and was told yes. I waited 3 or 4 days before moving the money which was {$2000.00}. So come to find out the whole thing was a scam. The scam was I was the subject and my photos were used to create some art project. I was to send {$2000.00} to them and the rest was mine for being the subject and using my picture from social media. I never cash checks so I didnt know much about them but after the fact I found out I didnt even endorse the check. So now USAA freezes my account and I cant login or anything. I am a XXXX veteran and my federal XXXX check could not be stopped from being deposited into my USAA account because I was past the cutoff day even though I called the va and setup direct deposit the next day for it to go to my new checking account, the one I was forced to create with a different bank.So I called USAA and asked if I could just transfer the funds from my checking account into my savings to pay off the negative balance. I also requested for them to send me my XXXX check so I could pay bills. They told me I could payoff the negative balance, but that they were closing my account in 60 days and would send the Federal XXXX check ( {$2000.00} ) by mail.I did some research and found out that freezing or withholding federal XXXX funds is against the law. In my case, I met all the requirements and I called them and told them this information. I then requested my benefits again.I needed to pay rent and bills. This is now around XX/XX/XXXX or XXXX of XXXX.I was treated like I was the one who wrote the check that I deposited or something and told they could do nothing and would send it after 60 days, when the account is closed. Ive tried calling a few more times but got the same answers pretty much, just ignored and treated badly. I need my check to pay bills, and USAA Federal Savings Bank knows its illegal to withhold my Federal XXXX pay from me but still wont send it to me. I need help please!! Sincerely, XXXX XXXX.
|
| 10/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
My husband and I had a boat loan with USAA in XXXX.
My husband died in XXXX. I made payment until XXXX when I decided to sell the boat. I also paid over the loan amount due to having a higher balance then the sales price so USAA agreed to allow me time to sell it without making a monthly payment, since my husband died. They agreed to not hurt my credit yet they did.
They were unprofessional with the buyers lender and lost the loan info and lost the payment check they received. I almost lost the buyer. I reported this for years begging for credit corrections. The boat was finally sold with a trailer and engines once they got the paperwork right. That was in early XXXX Credit remains incorrect and damaged.
Im XXXX I needed to buy a new car. I was given a higher interest rate bc USAA had XXXX in debt in my ratio, as they stated I had never paid the loan off. This caused my car interest rate to be higher then I deserved but I had to turn my our family car over to its lender since my husband died. USAA was called again and took months to remove the debt. They agreed they were wrong yet again but that hurt my interest rate. Did not have time to beg them to fix it. I am self employed so my credit is important to me.
They now ( XX/XX/XXXX ) have a UCC filing against myself and my late husband bc they state we did not pay off the trailer that was part of the boat sale.
I received a title in my late husbands name last week. Title made out to a deceased man who they know is deceased. Also a title we dont have any rights to because I sold that trailer with the boat in XXXX. This means that never released the title to the buyer. I told their Coorporate office this in XXXX and they did not care about the incorrect UCC filing. I asked them to send me something in writing stating they agreed this has all been handled wrong and they refused. They have not returned calls either.
I am still begging them to remove the inaccuracies from my credit and send proof of their errors. They have denied my credit appeals and violated lending laws when my credit monitoring company had me request documents they failed to provide.
Please help. Please.
|
| 02/18/2017 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Problems when you are unable to pay
|
|
Web |
|
|
In XXXX of XXXX, I got divorced from my ex husband. He was awarded our XXXX XXXX XXXX, that XXXX financed through USAA Bank. In XXXX or XXXX of XXXX, a tow ruck appeared at my home, and the driver proceeded to try to repossess my XXXX XXXX XXXX, which was at the time current on the payment and finances through XXXX Bank. I had the police come to the house and they were able to get the report guy to put the car down, explaining that he was trying to take the wrong vehicle, the police had me open my garage, to prove that the XXXX XXXX was not on my property. This was the first I was told that the car was behind on payments. My ex turned the XXXX over to USAA sometime in XXXX. At which point I sent them the divorce decree showing that I was no longer liable as he was awarded it in the divorce. In XXXX of XXXX my ex filed bankruptcy and USAA started once again reporting a charged off car loan on my credit. In XXXX XXXX I ended up paying the car loan to settle for a lesser amount to stop the negative reporting on my credit report. Since I paid them they have continued to report it as a charge off. Multiple times every year.. I have tried contacting USAA regularly to resolve the issue. I keep getting transfered all over the place and no one is able to resolve the issue.. I have been turner down for XXXX banking positions with the excuse that they can not place me in a position of loan origination with this charged off car loan on my credit. I did not get the car repossessed, I did not file bankruptcy, and I paid them to settle the account, even though I was no longer legally liable as that is what USAA said needed to be done for it to be removed. I just went again in the beginning of XXXX to try to refinance my home and am shocked to see that the bank has yet again reported the charge off as of XXXX XXXX XX/XX/XXXX..every time they report this my score drops XXXX point and I can not refinance my home. What is the point of paying rg debt if they are not going to leave my credit alone and are going to continue this harassment, which I thought was illegal. Please send me the name of an attorney in Arizona who can help me.. Thank you XXXX XXXX.
|
| 10/29/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
I had both a USAA checking and a savings accounts for the past 3 or 4 years. I have been attacked by attempted cyber security breaches for the past year. On XX/XX/XXXX I was called by a person who claimed to be a USAA agent seeking to help me with the cyber security attacks, they acted like any other USAA agent, and had all of my information just like any other USAA agent I had ever interacted with in the past. They were actually a hacker who either drained both of my accounts, or assisted in draining both my savings account and checking account of the entirety of a combined roughly XXXX US dollars. A few days later I was called by an actual USAA agent informing me of ; all of my money being stolen, USAA refusing to do any further business with me including the closure of both of my accounts, and that USAA 's anti-fraud department would start a fraud-claim investigation which would be finished in an estimated 7 days. I was told that once the anti-fraud-claim investigation was completed that all of money would be refunded in a check that would be sent to me via a check in the mail. Once those 7 days where up I called USAA again, this time they gave me a different story, saying that the fraud claim would now take 60 days to complete instead of 7, but that I would still get my money reimbursed once it was over. During my final call to USAA on XX/XX/, I was informed that my anti-fraud claim had already been resolved on XX/XX/. I was never called or otherwise informed of this until I called USAA on XX/XX/. The anti-fraud department decided that no fraud could be detected and that I shouldn't get ANY of my money back. During the entirety of this event my XXXX XXXX XXXX and I was put out of the job as a result, leaving me destitute and unable to do much of anything. The savings account was drained through ATMs in Texas, I live several states away and could not walk there let alone walk with the XXXX XXXX. The checking account was drained with multiple online purchases, none of which I received. My mother, aunt, and brother can attest to my condition at the time. I did not engage in any fraudulent activity, and I deserve my money back.
|
| 09/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I had financial and mental set backs upon returning from the military. I had multiple credit cards through USAA. I fell behind and they were eventually closed. The time came to purchase a new house and even though they were closed they effected my credit. I contacted USAA directly and they said they do not deal with closed credit cards.
I confirmed the holders of the debt and reached a settlement with them.I paid a negotiated price on XXXX XXXX with two separate companies. One company by debit card and one by check over phone. I got confirmation for the debit payments XXXX XXXX and on the check by phone XXXX XXXX. The amounts were XXXX, XXXX, XXXX, XXXX, and XXXX.
Once I got these letters I contacted USAA again. After being on hold for over 30 minutes they said they had to send it to some back office and there was no way to expedite or check up on the processes. They gave me a time frame of 2 weeks for this to be updated.
During this time I submitted for a rapid rescore. Having given permission to USAA to share my information with all 3 credit bureaus on my initial phone call as advised there should have been no problem. The rapid rescore comes back and says that I must call and give permission. I tried again and my credit still reflects these balances.
The rescore did nothing. It has now been 6 weeks since paying and receiving letters stating these accounts are resolved and settled in full.
I contacted USAA again before escalating to this level. I was transferred multiple times and when it sounded like I may be on the right track I was to be transferred again. Instead I was hung up on. I called back AGAIN. I requested to be transferred to the department was met with an astounding array of security questions that I even did not know some of. Was told I needed to be transferred placed on hold again. Hung up on again. I did not want to go this route but this appears to be my only option. USAA up to this point has been an amazing organization and I believe in their philosophies. This is ONLY to do with their 'charge off ' department.
**Please note that some of the documents are password protected. The password is XXXX
|
| 06/23/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2022, I opened a credit card with USAA. After a hard hit on my credit report, I was approved for a {$24000.00} credit line. On XX/XX/2022, I received and activated my card. Then I proceeded to do a {$5000.00} balance transfer from another bank to my new USAA credit card. I was not able to do the transfer after multiple attempts. I then called USAA Credit Card Department. The representative tried to do the transfer for me and received the same message of " unsuccessful ''. It was suggested that too many attempts had been made. I needed to wait XXXX hours to attempt it again. On XX/XX/XXXX I attempted the transfer again. Once again it was unsuccessful. I then called USAA and they were not able to help me. I waited a few days and failed again. So, I reached out to another rep XXXX XXXX in XXXX XXXX, Texas and she was not able to figure the problem out. I was referred to their Executive Resolution Dept and they could not figure it out. They referred me to their Fraud Department as to which they couldn't figure it out as well. So, after XXXX failed attempts, I closed the card. On XX/XX/XXXX, I reapplied for another credit card and another hard hit against my credit. This time the line of credit dropped to {$4500.00} and not one representative could explain. I was then referred to their CEO Department Relations and spoke with XXXX XXXX. The representative indicated that the drop was probably due to the first hard hit against my credit report and that probably was the reason for the credit line drop on XX/XX/XXXX even though it is USAA 's hard hit. They are having internal issues with their computer system and not one person at USAA can tell my why their system would not do the transfer. So now, I am being penalized for their internal problem for a second hit on my credit report which all stems from USAA internal system. Not one person can help me. I have gone as far as I can for an explanation. I have my homeowners insurance and auto insurance with them. Now I am concerned about their ways to problem solve and will be removing my accounts with them. This just not make common sense and definitely not fair to their consumers
|
| 12/03/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
XX/XX/18 I utilized My USAA checking account to purchase concert tickets from a seller for {$520.00}. The seller requested the transaction go through XXXX. The money was sent via XXXX and tickets were not sent. I immediately contacted USAA in less than 5 minutes of the transaction to request a freeze be placed on the transaction. I explained that fraud had occurred. USAA stated it was nothing could be done since the transaction occurs instantly. All I could do was send a request to the seller asking for money. I called my bank back again and explained the fraudulent situation and received the same answer. Bank are advertising XXXX as a feature to its consumers to use. They are boldly stating the benefits of it but not fully explaining the disadvantages to its consumers. This is cause multiple customers to be scammed by scammers. After this incident happened to be I googled XXXX and scammed. I saw numerous people with the same issue. USAA states they are not liable because they completed the transaction as requested. I feel the bank should be liable because they offer the service. The bank presented all these benefits of the service. The bank do not have proper disclosure to state this transaction can not be disputed by your bank, once the transaction is completed it can not be reversed, returned or disputed. Are you sure you want to continue? This type of verbiage needs to be added to all banks that offer the XXXX feature. There are no repercussions and banks are legally allowing the consumers to be scammed. USAA has a dispute process for a lot of transactions but to offer a service that puts customers at risk and there is nothing to be done to protect the consumer is a huge issue. Making consumers aware like they notify of other disclosures should be a requirement for banks. Or they should not offer a product or service they can not back. I've had a checking account with USAA for a long time and their service is great. Based on prior experience with them is why I trusted XXXX and the process. Now that I am aware of the exposure and risk, I feel more need to be done by companies offering a service to make the consumer aware.
|
| 04/05/2017 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
To Whom it may Concern ; My name is XXXX and my husbands name is XXXX. We have been banking with USAA for about 10 years with no issues but currently we are experiencing a problem with Fraud and USAA emptying out all of our accounts to cover the offset the amount of the fraudulent activity that has taken place out of the State of XXXX.
We notice our situation on the XX/XX/2017 when we discovered through our online banking account multiple electronic deposits happened on XX/XX/XXXX and XX/XX/XXXX totaling up to around {$20000.00} were made then multiple ATM cash withdrawn totaling up to {$20000.00} within the matter of hours from one of our checking accounts. Since my husband and I are the primary account holder they have taken all our money in all of our accounts to pay for the fraudulent activity not committed by any of us. I tried going onto my account to print out those transition in order to file a police report but my online account access was locked and was told I can not have access till an investigation is completed by their fraud department. A USAA representative stated these transactions are made from our sons account which is a Sub-account under our primary account, we are held responsible for any transactions even if a fraud claim has been made. USAA made it clear to my husband and I that we have to cover USAA 's lost.
After much research very similar situations have occurred with other USAA members having their accounts wiped out by USAA to cover for fraudulent activity out of the State of XXXX. The exact same situation, same account fraud type, and same response from USAA. I do n't understand how is it that if USAA have a cash withdraw limit of {$600.00} per day but allow multiple {$1500.00} withdraw in a matter of hours. This wiped out my son 's paycheck. My husband and I are XXXX and my son is XXXX in the state of XXXX. And now they are holding our funds as well. USAA was are primary and only bank. I have nothing and is using credit cards to manage till my husband and I get paid again. Till this is settled, we had to open up a new bank account to ensure our future income/ funds are not depleted.
Thank you.
|
| 03/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX and XXXX, 2023 my Rewards account was hacked and {$2000.00} was supposedly sent to my XXXX account. Nothing was ever received. On XXXX XXXX I noticed the hack and reported it to USAA who said they would investigate. On XX/XX/XXXX I spoke to XXXX who said I would get reimbursed (? ) I was not clear on what she said she would do but she said it would happen the next week. Shortly I saw emails from USAA Rewards coming into my XXXX account. Fortunately she called at the same time and I asked what was happening. She said I was getting the e-cards replaced. I told her to stop because I never ordered any cards. In the 25 years + I have never redeemed a penny from my USAA Rewards account.
From the initial investigation to now, USAA says there was no fraud as the e-cards were sent to my email. I asked who ordered them and did they actually get sent to my email and where were they tendered? Only THE BANK knows and nobody can call them or email them or contact them in manner! If they thieves were able to hack my Rewards account, are they savvy enough to have them sent to another account that shows as my account? If I received the first e-cards, why would USAA send me another set? They would have {$4100.00} in liability instead of {$2100.00}! From the first conversation to the last, over 25 hours, I have stated that I never ordered anything from USAA Rewards. I dont use the merchants that the e-cards were for. I dont even know what or how to use an e-card! My USAA card says I am not liable for fraud but in person they say USAA Rewards is separate from USAA Visa credit cards and part of THE BANK which nobody can contact! I dont receive Rewards unless I use my card, seems like they are connected!
If this happened to me, how many other accounts were also victims? If the trail says the cards were sent but not used, USAA is the winner! I want USAA to examine their system and find out how the hackers are accessing their credit card rewards accounts. I would like my account to have the e-card amounts replaced and have the confidence that it wont happen again.
Thank you for your assistance! XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX
|
| 05/24/2021 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I have been a customer with USAA since being activated after events ofXX/XX/2001. Since XXXX I have utilized many of USAAs products, such as car purchase, insurance, credit card products, and HELOC. I have never been late and all my accounts have been paid off and in excellent standing.
In XXXX of XXXX, I contacted USAA regarding ( 2 ) accounts ( HELOC and Credit Card ). I explained that I was experiencing a XX/XX/XXXX hardship and my return to work and medical leave time available was unknown. I requested a forbearance for both accounts. After many letters and phone calls, I was told that USAA was not offering any relief for members. Then in XXXX of XXXX I was told that the only option available to me in regards to the HELOC was a short sale or settlement.
I provided USAA all the documentation requested for a settlement so that I may just focus on my health and not collection calls. Today I was told that Settlement was declined due to equity in the property. I am so disappointed in USAAs decision practice of seemly asking a member to sell their home. I understand that foreclosure or bankruptcy proceedings are on hold, but why would USAA not provide its members other options.
I am requesting an appeal of USAAs decision to deny the settlement of the HELOC account and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue.
I cant make the monthly HELOC payments and unsure of how long my XXXX will last, but I am willing to borrow from family and an active duty TSP account for the peace of mind of not having monthly collection calls from USAA. At this time in my life, I need to focus on my health and XX/XX/XXXX options.
I have been a very happy customer in the past. I joined USAA while on XXXX XXXX because USAA had a reputation of servicing the men/women of the Armed Forces. As a veteran, I hope to continue a long relationship with USAA. I respectfully ask for a re-consideration of the USAA HELOC settlement and the removal of the late payments reported to the credit bureaus by USAA since I first notified of the medical issue.
Sincerely, 20 year Customer of USAA
|
| 02/07/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/2022 I made and mobile deposit of XXXX checks insurance checks with amounts of {$3100.00} ; {$180.00} ; {$710.00} ; {$2000.00}. I was alert during the deposit that there would be hold on {$1000.00}. I was told that other funds would be available immediately. Within the next few hours, my bank card was deactivated and I was all funds were unavailable to me. I contacted the USAA Bank however I was placed on hold for over an hour then hung up the phone. I called back then they were closed. Due to time, I had to wait until the morning to contact the USAA bank to find out the reason. I spoke with a XXXX which had me on the phone for over an hour to verify all the checks. The XXXX stated to me that she was placing a note in account what she had done so that I would not have anymore issues. We completed the call and with the hour I received alerts that my XXXX XXXX was disconnected for my account and I need to contact the bank. I contacted the bank for the third time was told I needed to talk to the fraud department. I waiting XXXX hours on the online for someone named XXXX to ask me the same questions I was asked before. XXXX also ask me aggressively why I had the checks, and what did I do for a living. I asked him wasnt this all documented in the system and I was yes and that he read the notes and he took the hold off and all the issues. He then stated that if I had any issues to that it would go straight to that department to clear it up. Later on in the day, the issue was still not resolved, I contacted the again on XXXX evening and spoke to a XXXX that stated that she saw all the approval of hold off the account but she did not see the date. She then when me to another XXXX named XXXX that stated that he did not see any communications at all within system with anyone throughout the day with any time that I call and that he placing hold on my fund until XX/XX/XXXX. I was not provided any documentation as this effect nor reason. On XX/XX/XXXX, I received an email stated that funds of {$1000.00} were available to me as it stated before when I originally made mobile. deposit. However, those funds have been held as well.
|
| 01/23/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
This is a continuation of complaints XXXX, XXXX, XXXX, XXXX, and XXXX. Since we have received little information on what exactly they need to unfreeze our account, my wife and I did research online and found that USAA has a verify link on their site for verifying identify. On XXXX XX/XX/2023, my wife input our USAA ID, a picture of her drivers license, and received confirmation it was received by USAA and was notified that it would take about a day to complete verification. So they now have our passports, my wifes residency card, my wifes drivers license, my military orders ( showing our home address in XXXX and my duty station in XXXX ), and the phone calls my wife and I made to them communicating our information verbally. Our debit cards have been frozen since XXXX XX/XX/2023.
I double checked my debit card by trying to use an ATM with it on XXXX XX/XX/2023 and received the notification on the ATM that my card had been reported lost or stolen. I was quite surprised since I have not reported this. This indicates that USAA has been deceptive in what they are telling me because they told me that my card was suspended. It seems they marked my card as lost or stolen after my call on XXXX XX/XX/2023 when calling about my wifes card not working. During the call, I asked what other information do they need to reinstate my wifes card. And after not receiving a clear answer, I asked that they send a written letter detailing me this information. The customer service agent seemed agitated when I requested this. It was after that call that my card was no longer available as an option to verify my identify when calling and I received a letter dated XXXX XX/XX/2023 providing very little information ( it seems they created the letter after my call but back dated it to before my call ). So it seems they marked my card as lost or stolen out of spite ( I documented my conversation with a supervisor in one of my earlier complaints where she checked on my card and I overheard her say to herself something to the effect of they even suspended his card at which point my call was transferred with nothing else being said by the supervisor ).
|
| 01/08/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
On XX/XX/2018 I traded two cars into a dealership that had loans with USAA. The dealership arranged credit for the two new vehicle purchases and obtained a 14 day payoff from USAA. I called USAA that night to cancel my automatic payments on those loans. I was given an effective date on the XXXX and the XX/XX/XXXX for each automatic payment cancellation request and told that I would not be charged. On the XX/XX/XXXX one loan payment in the amount of {$170.00} acct # ( XXXX ) and the following day on the XX/XX/XXXX the second loan payment processed in the amount of {$170.00} acct # ( XXXX ) I contacted USAA on the XXXX to notify them of this issue and was assured that the second payment would not process. I was also assured that they would refund my money as quickly as the following week.
On the XX/XX/XXXX I called back and was informed that it was a mistake and that I should have called in earlier on the XXXX to cancel the automatic payments ( ACH ) transactions as I was already past the cutoff time for a cancelled payment on the XXXX. They could not explain why the two previous employees informed me that the payments would not process and they did not offer any support in acquiring a refund.
Over the next week I called several times, provided a detalied verbal statement to three additional customer service represenatives and two managers and was told that the mistake way my fault.
It took an entire month for the refund to be issued. During that period my existing auto loan was paid in full by the new lenders for the new vehicles I had financed with other lenders and a loan overpayement deposit was made to my account.
Throughout this error the employees at USAA consistantly gave me wrong or contradictaroy information and finally admitted that a system error caused the initial problem and a processing error delayed the payment of my erroneous loan payment refunds.
I filed a formal complaint and I recived and apology from USAA. They did not pay any intrest or offer any real support due to this hardship and I was forced to work extra shifts to make up the difference in funds that I did not get for an entire month.
|
| 04/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
My son discovered a fraudulent activity on his account XX/XX/2019. I am as his father listed as a signer on his account and ultimate responsible for the account. My son contacted the bank immediately and begin their process to start an investigation into the matter. We discovered during the call it was a ATM deposit in the amount of {$5200.00}. The individual ( s ) turned around and withdraw XXXX dollars cash. We thought after a 3 hour encounter with USAA representative the matter was being resolved. On XX/XX/2019 my son called to check to status and the representative stated they were still looking into the the matter. I then called and spoke we a rude lady in the " executive customer service side '', she called my son on three way and verified his account, and then went into the script that he is responsible for the money and he did it or allowed someone to get into his account. My son informed her we are 2 hours away from where it happen and he never helped or did anything to allow someone to have access to his account. At that time I asked, what is the next steps that we can take to dispute the matter as no one has contacted us since the last concern. She said, you can get a police report and then send it in, we may look at it. My son said if you may look at it that would be pointless, she then says since you refuse to make a police report you must be involved. I then said he didn't say he refused to make a police report. He is clearly stating what is the purpose if you all aren't going to look into it. The call was then disconnected. I then called back and spoke with a XXXX he says the notes are on file from my conversation with him. My son filed a police report and he is sending it in. I started looking online for similar incidents and I am finding multiple USAA student accounts are experience the very same thing and USAA is doing nothing about it beside making every person pay for the fraudulent activity. This is serious concerning and may have affected 100 's of individuals, from my hour research I have located 25 people in a 3 month frame that had experienced this.
Police report filled : City of XXXX, # XXXX
|
| 10/07/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
|
|
Web |
|
|
I will like to file a formal complaint against USAA Federal Savings Bank with the Consumer Financial Protection Bureau ( CFPB ). USAA allowed the transfer of funds from my account without my permission and without timely notification of the transfer in accordance with its own policies and procedures governing transfers. On numerous occasions I tried to resolve this matter with USAA. However, as the detailed chronology attached will indicate, USAA failed to take responsibility and has attempted to absorb itself of all responsibility. Therefore, am compelled to file a complaint to seek relief. The relief being sought is to restore those funds that were transferred without authorization and pay the required interest. Any punitive damages legally mandated or part of any pending legal action against USAA are also being sought. For the record, it is relevant that I inform you that I currently reside in XXXX XXXX, XXXX, XXXX. Given that I am not residing in the United States, I specifically requested and it should have been noted on my account to follow specific security procedures before releasing any funds. This is part of the overall USAA policies and procedures governing the transfer of funds. Please refer to the attached " CHRONOLOGICAL OF EVENTS. '' In closing, this is a textbook example of the worst customer service responses to me a customer who had immediately notified them of suspicious activity on my account and requested that they take actions to prevent further breaches of security. USAA representatives did not take " reasonable and timely '' actions after I notified them. This is also a breach of USAA 's own policies and procedures. Even without notice from me, USAA was supposed to have sent email notifications to me asking if I had authorized these transfers/wires. This was not done. To complicate matters and to show either willful neglect or incompetence, after I notified USAA representatives of the initial unauthorized transfers, USAA neither took actions nor notified me via email or telephone of these unauthorized activities. Therefore, USAA is one hundred percent ( 100 % percent ) liable for damages to me.
|
| 11/12/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
On XXXX I called USAA Savings BankWhere I have a checking account to inquire about my account and why it was overdrawn. With no help or resolution on XXXX diffrent times I asked to speak with a supervisor finally I did. He was rude and I had to ask what his position with the bank because when the call was transfered. He just said hello how can I help you. I asked could he help gi over my transactions. He said you should know didnt you swipe your debit card. I told him was XXXX the mosr unprofessional people I had ever spoke with. He kept mocking me and would say he doesnt understand my question and he doesnt know how to help. I ended the call. About XXXX hrs later I went to go login to my account I was locked out so I called the number it instructed me to.
The representive asked did I forget my pin zi said no. So she reset it. Then I asked who locked me out of my account online she said she didnt know and she would transfer me to the main customer service line. I did speak with a knowledgeable rep we went over all my transactions and posting dates. Just like a senior rep was aware I get paid weekly. I was informed my account had been reviewed for fraud but then it was competed. And she said someone put my account in a credit only ststus. She said when I get paid it should clear. She said my account was fine. On XXXX I logged into my account to see a pending/hold on my current balance. So I called in and was told my account is going to be closed and no explanation to why. So I explained to the rep I get paid every week. She said well I will get a check in 10 dsys when my deposit comes in. I explained to her I have XXXX small children. I hadnt done anything wrong is to why I cant access my money when I get paid. I asked to speak to a Supervisor he was polite but still of no help. He said my account was under review and until it is complete I have to wait. I asked why I never had any disputes or reported fraud. I get a simple pay direct deposited in my account each week.
Its now Thursday and Im not allowed to simply withdraw XXXX the deposit amount was XXXX but USAA took the XXXX but still refuses to give me my money.
|
| 01/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I live in XXXX working at the XXXX XXXX and am an XXXX XXXX stationed at XXXX. While on XXXX XXXX in XXXX, my debit card was continually frozen due to " fraud alerts. '' I had to call each time to get the alert lifted. My wife used her card in XXXX and it was declined. I called USAA and they requested identify verification from my wife. I told them that she did not have time to talk with them due to being busy with the kids and asked them why she needed verification. They would not provide a clear answer and I ended the call. One important thing to note was that I was able to verify my account with my debit during this call or the next. I called numerous times later that same evening the customer service agents couldn't help me. One even said that she couldn't transfer me to a supervisor and that I would have to hang up and call again and ask for a supervisor. When I reached a supervisor, she looked into the case and I overheard her say to herself, " they even suspended his card. '' At that point it went to hold music and someone else eventually picked up the phone and then I repeated everything that happened and informed her that I submitted verification for both me and my wife along with a copy of my orders showing my XXXX address and the fact that I'm assigned in XXXX in the XXXX She said that she couldn't do anything more until my wife could talk to them. I again reiterated that I submitted all of our documents needed for verification. An important thing to note is that when I was asked to verify my card number to authenticate during this call, the representative said my debit card number ( that I used successfully earlier ) was not the one they had on file. I called again later and another agent confirmed that they suspended my card as well even though the initial concerns were due to a transaction my wife made trying to purchase waffle cones at a park for our kids ( I knew the transaction since my wife told me earlier the transaction that was declined ). So now neither my wife 's or my card work and USAA says it takes two to three business days to verify the documents I sent them. This is beyond unacceptable.
|
| 11/24/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
I received my federal student loans on or around XXXX XX/XX/2022. After receiving the check via mail, I deposited the check for {$4700.00} via the USAA app. My money was put on a temporary hold, as is customary, and all funds made available after a few days. I spent the majority of the money furnishing my house over a 10 day span, at which point my debit card stopped working while getting groceries.
USAA had not notified me of this issue, and my account showed no notifications or messages telling me what was happening ( it still doesnt. ) My emails had nothing from USAA aside from insurance payment info and spam. The only thing that let me know something was wrong were the words Balance Details Unavailable where my account value should be.
I called USAA and after an hour on the phone, was told that I was under fraud investigation. When I asked why, the check was given as the reason. I asked why that would happen, because the check was from my college. The woman on the line did not know, and was as confused as I was. After some investigating online, I found similar cases - USAA locking customers accounts after depositing large checks. The checks go through on both ends, but USAA kicks them back regardless.
Its been a week and I have no access to my funds. I have also been told that the check might be returned. Unfortunately, I have thrown away the original and will likely have to start the process of getting a new one. I am currently not able to pay for groceries, gas, or my sons daycare, which debits my account every week. In the event my check is kicked back, my account will be XXXX of dollars in debt while I wait for a new check. My XXXX XXXX housing allowance will go into my negative account, which means I will have no money for rent or utilities. If the check is not kicked back, I am still going on week two with no access to money that I signed for and that was cleared by both parties.
My parents have banked with USAA my entire life. I chose USAA right before going to basic training and have been a loyal customer for the last seven years, both banking and insurance, but after this I will likely switch.
|
| 12/11/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Servicemember |
|
I have a loan through USAA for my truck. I refinanced with them. They are a great company no complaints except, their payment website has not been working for almost a year. I switched banks last year and had to reset everything on their website. I put in my new bank information and thought I was good until I got late fees. I called and spoke to someone and they advised that part of the site is not working properly and they entered my auto pay information over the phone. Fast forward to XXXXXXXX XXXX XXXX. I again changed banks. From the experience we had before we knew we needed to remove the auto pay and do the payments automatically. We received multiple errors in trying to do so but ultimately it said gave notifications as if we were successful in removing the auto pay and setting up a future payment. Then about a week after the payment should have been pulled from our existing account we received notice from the account we removed saying that USAA tried to process a payment and it was declined. We were assessed {$75.00} in fee from USAA for a returned payment and a late payment. We called and spoke to someone and they said the best they could do was reverse the {$50.00} fee. We redid the entire process removed the old account and set up a payment from the new account. Now we are in XXXX and the exact same thing happened again. Another {$75.00} in fees are being assessed except this time even though they admit the website is not working properly they say there is nothing they can do to help as the fees have already been paid out of the payment that was made. We should not have to pay fees when we did what we were supposed to do and THEIR website is not functioning properly. We have a great payment history with them and now to have to pay {$100.00} in fees, {$25.00} in XXXX that they refused to reverse and now another {$75.00} in XXXX they refuse to reverse because their system isn't functioning properly is not a good or fair way to do business. They are a huge company that should have the resources to make sure their systems work properly and it shouldn't be on the consumer to pay fees because of their issue.
|
| 01/29/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
My account was recently compromised when my ex-husbands ( XXXX XXXX military ) bills were imported into my account. His name was not on my account and it should not have happened. In XXXX, while we were married ... I signed a trust named " XXXX XXXX XXXX XXXX XXXX.
In XXXX, we got divorced and I opened a new USAA account and I paid money into our joint account until things could be separated. I was told our old joint account ( while married ) was closed. I spoke to USAA a couple of times about the tab that was listed under my bill pay on my new account. USAA reassured me that it was not an issue and that my ex could not access my account.
In XXXX, I signed a new trust document named " XXXX XXXX XXXX XXXX XXXX '' and submitted the cover sheet and back page which was signed and dated.
In XXXX, I signed a new trust document named " XXXX XXXX XXXX Revocable Living Trust '' and submitted the cover sheet and the back page which was signed and dated.
In XXXX, I changed my name to XXXX XXXX and submitted the name change court paperwork to USAA.
In XX/XX/XXXX, my ex-husband ( military member ) bills were imported into my personal bank account. I contacted USAA and requested they remove the bills.
In XXXX, I signed a new trust document named " XXXX XXXX XXXX Amended and Restated Trust '' and provided the cover page and back page which was signed and dated to USAA. However, I told them I wanted the accounts closed as soon as possible.
USAA had my account profile updated with my name of XXXX XXXX. USAA had my correct trusts on file but failed to update my name and trusts across all of my accounts. Additionally, at some point my trust became a secondary account holder to my account.
USAA failed to follow procedures and update my account information across all my banking accounts. Additionally, they failed to read and check the dates on the trust paperwork I had submitted for my account. Finally, my ex-husband 's bills should have never been imported into my personal USAA banking account.
During this process, I contacted USAA multiple times. I have been unable to get my checking and savings accounts closed.
|
| 11/29/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
My father and I both have been members of USAA, for over 25 years. Approx.. 2 years ago my father recognized his inability to care for himself and manage his responsibilities and chose to come live with me. In exchange for his living with me and my providing full-time care, we agreed to live off his retirement. I was made his power of attorney and also the executor of his estate.
My father 's XXXX became progressively worse. His XXXX became prominent.
In mid XXXX ( 2015 ), while attending to his bills by phone with USAA, they told me that he had " revoked '' the POA. My father never informed anyone of this. Unfortunately, XXXX XXXX, 2015, my father passed away. I do know that my father 's attorney stated that he could not make any changes to POA, as my father was now out of state. And, POA 's need to be changed through an attorney, witnessed. A USAA representative, XXXX XXXX, claims that he could and he did accept my father 's request to revoke the POA over the phone. XXXX XXXX also claims that my father informed him that he was not responsible for any debt in his name, and that I had created his debt without his permission and was using his credit cards without his permission. None of this is true. Without ever contacting me in regards to any of this, USAA, began closing my accounts.
I was initially told by XXXX XXXX, that if someone could corroborate my claims, things could be reversed. My brother, did speak with XXXX XXXX, but nothing changed. Then XXXX XXXX, assured me a letter from my father 's physician would reverse the actions. XXXX XXXX, and USAA have been provided such a letter. They do not confirm receiving the letter much less take any action regarding repairing the damage. They refuse to discuss anything with me. I live out of country at this time, and I have no way to open new accounts else where, for banking, insurance, investments, etc. Not to mention all of my bills are now behind, and considered past due. I am sickened by all this, not to mention it is in the middle of mourning the death of my father. I have been a good standing member of USAA for over 25 years, and now this. Please Help.
|
| 12/11/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
When they ask you to write in details about the complaint : I disputed the account because I noticed it was on my credit report and I did not authorize this account. To dispute this account, I mailed a dispute letter, a copy of my FTC report for identity theft, a copy of my police report for fraud/impersonation/identity theft, 3 forms of personal identification ( copies of my driver 's license, my social security card, and one of my recent bank statements from the past 3 months ) along with a copy of the page of my credit report ( s ) on which the account was listed, in an envelope sent to the creditor of the account and I also put copies of the same documents in envelopes sent to all three credit bureaus ( XXXX, XXXX, and XXXX XXXX via XXXX certified mail with return receipt, this was more than 60 days ago. The creditor and the credit bureaus have not mailed me a notarized contract with my signature on it within their 30-day allotted timeframe allowed by the FCRA ( Fair Credit Reporting Act ) to validate the account, and thus the account must be immediately deemed invalid, fraudulent, and not my liability, and it is hereby illegal for the credit bureaus and creditors to report this account on my credit report because the account was not validated within the required 30-day timeframe, and so the solution to my complaint is for the credit bureaus and for the creditor to immediately delete this account from my credit report. If the creditors and credit bureaus do not do this, I have the power and the evidence to sue them and win {$10000.00} due to the illegal credit reporting acts that they have committed which continue to harm my credit worthiness and access to financial wealth-building opportunities such as loans for real estate purchases.
The account was also deleted from my XXXX and XXXX reports as well so in order to correct the inconsistencies between the XXXX, XXXX, and XXXX credit reports, the account needs to be deleted from the XXXX credit report.
The information for this account listed on my credit report is : CREDITOR : USAA SAVINGS BANK, ACCOUNT XXXX, OPENED XX/XX/2018, BALANCE OF {$770.00}
|
| 04/14/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Complaint Details I filled out an application for prequalification on a home mortgage about a month ago. After about 3 days i received a prequalification letter saying i was qualified for a home loan of XXXX with 5 % down. It said that the next step was to find a home and get a contract. So I did.I put XXXX $ down ernest money and XXXX $ for option period then another XXXX $ on home inspection. I then had the realtor send over the contract and was instructed to call USAA to make sure everything was going well. Well I call the number listed on the pre qual and ask for the status and they say it has not been prequalified ... .then why did i get a prequalification letter? They said something might have got messed up so I went through the whole process again with no luck. The denial i got from the second one cited insf funds to close loan yet I had XXXX in USAA buyer was going to pay XXXX plus XXXX ernest and a XXXX gift ... that would be XXXX plus by the time the loan closed i would have had another XXXX. This is besides the point though ... I got a paper saying im prequalified for a loan through USAA yet when i called they said no. So someone made a mistake and it has cost me XXXX in inspections and XXXX in option fees ... that is a {$490.00} error because i received a prequalification from USAA and began the home buying process. Only one person told me exactly what was going on and actually advised me that USAA offers first time home buyers program that would help us out. The first like 6 people should have told me about this program, I clearly told them this would be my fist home. Anyways I am not out {$490.00} and have wasted a month going back and forth with bad services. I have never had issues with any of my other products but to fail so badly and XXXX us over will make me seriously reconsider another product through this company. And I do expect a reimbursement for my losses as if I did not have that prequalification we would have never continued the process and spent that money. I also now have numerous credit pulls because all said and done I went through 4 applications before I got the full story.
|
| 11/04/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
On XX/XX/19 I chatted online with USAA agents about my pay check being deposited in to a checking that USAA closed for overdraft. I asked what options I had to get my funds. The agent told me in the chat that if I paid the over draft now out of my active checking account I could have my direct deposit after 3 days. I paid the over draft out of my active checking account I had with USAA and once again the agent told me 3 days I would be able to have my pay check deposited in to my active checking account. This was confirmed by 3 other agents all in chats. When the day came on XX/XX/19 for me to get my funds back I was told that all those agents had given me false information and that I agreed to this process when I first got the account. I asked for a copy of that disclosure on XX/XX/19 and still have not received it. USAA is telling me 10-20 days for them to release my funds. Because of this I have late fees on other bills and rent. I have also lost 40 hours of work and will now have to pay for a class out of pocket. When I told USAA that agents all told me that I would get my funds back after 3 days they just told me that they system wont allow them to do that. USAA stated that they know this is a bank error but don't want to do anything to make up for it. USAA sticks to the system having the issue. When trying to reach out to my customer advocate about this issue and that USAA is violating the law she does not return my phone calls. I believe that USAA used any means they could to collect on money that was owed. The means that they used was very deceptive and a lie. I have asked everyday since XX/XX/19 for my money back as well as the disclosure but USAA still refuses to do anything about it stating that it is policy. USAA hasn't even asked me what they can do to make this right after I get my money back. I explained to them that this caused me to take a week off work because the original agent said all I had to do was call to get my money. I called while I was on a break from a class that I was taking the you can't miss anytime in and that short phone call turned in to 7 hours on the phone with USAA.
|
| 04/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I logged into my USAA account portal. I was looking over loan opportunities and need to consolidate credit card debt. They offer an online application for loans. I selected personal loan and for the " purpose '' used debt consolidation in their offered drop down menu. Filled in my personal information and then it asked to me submit. It gave an immediate DENIAL! Reasons : Thank you, XXXX XXXX, for your Personal loan application. Unfortunately, we can not fulfill your request for a loan because of the following reasons : Excessive obligations Insufficient or lack of income Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high Amount owed on revolving accounts is too high Which is unfair declining factors of the type of loan I applied for! It never asked what items I wanted to payoff! I worked in XXXX for 18 years and have even been a XXXX XXXX. If a debt consolidation loan is applied the first question to be answered is, which items are you wanting to payoff. Of course when these items would be marked for payoff, it would greatly impact the 4 declining factors they listed ( shown above ). I immediately call USAA and the lady argues with me, I asked to speak to a supervisor ( which I never was able to ), transfers me to an expediting department. I explained their reasons for denial are inaccurate and would greatly differ if you were able to choose the items you are wanting to payoff and close.
The computer generated e-mail I received with the first denial was then removed the next day! They manipulated their system and now that document is NOT in my archived documents any longer as of XX/XX/XXXX. It now shows the attached letter stating my purpose of the loan was " Cover Personal Family or Household Expense '' I find it strange that after calling them and telling them I will dispute their unfair declining factors and the negative inquiry that the first letter is now gone. They make up this purpose which WAS NOT what I selected. Awful business and company to do business with. I sure hope all their service members are not treated like this.
|
| 10/06/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
In XXXX XXXX I received an email from USAA for a {$XXXX} sign on bonus for getting a USAA preferred cash rewards credit card, I followed the link in that email, applied and got approved. Made at least 29 different qualifying transactions and paid bills on time, etc.. 9 months later, 3 or 4 phone calls and no {$XXXX} credit to account.
Email dated XXXX/XXXX/XXXX below : XXXX, you 're pre-selected!
Enjoy all the benefits of a USAA XXXX XXXX XXXX XXXX XXXX credit card, plus take advantage of these offers : Get a {$200.00} reward bonus when you are approved for this credit card offer and make XXXX qualifying purchases by XXXX XXXX, XXXX.
Enjoy a 0 % introductory APR on all purchases, balance transfers and convenience checks until XXXX XXXX, XXXX. After that, your Regular APR of 12.15 % will apply to these introductory balances and any new transactions. Each balance transfer and convenience check has a transaction fee of up to 3 %. Your Regular APR will also apply to your cash advances immediately upon account opening. Your Regular APR will vary with the market based on the Prime Rate.2 Earn 1.5 % UNLIMITED cash back on every purchase. No annual rewards cap and no categories to restrict how you earn.3 No annual fee. No penalty APR. No foreign transaction fees.
Similar promo emailed to me on XXXX/XXXX/XXXX as well ( below ) A {$100.00} statement credit when you make XXXX Qualifying Purchases by XXXX XXXX, XXXX {$0.00} introductory fee for each balance transferred by XXXX XXXX, XXXX. Each balance transfer and convenience check that posts after this date will receive the regular balance transfer or cash advance fee of just 3 % or {$200.00}, whichever is less.
0 % introductory APR until XXXX XXXX, XXXX on all purchases, balance transfers and convenience checks. After that, your Regular APR of 8.90 % will apply to these introductory balances and any new transactions. Each balance transfer and convenience check has a transaction fee of up to 3 %. Your Regular APR will also apply to your cash advances immediately upon account opening. Your Regular APR will vary with the market based on the Prime Rate.2
|
| 07/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX, I noticed charges to my checking account that neither my wife nor I authorized. I promptly called USAA and described the five charges that were not made by either of us. The merchant 's name for all 5 is " XXXX XXXX XXXX XXXX XXXX On XX/XX/, I was charged {$41.00} ; on XX/XX/, {$28.00} ; on XX/XX/, {$54.00} and {$1.00} ; and on XX/XX/XXXX, {$100.00}.
The first letter confirming my dispute should have included the XX/XX/, charge of {$1.00}. Instead, USAA only included a XX/XX/XXXX charge of {$41.00} ; a XX/XX/XXXX charge of {$28.00} ; a XX/XX/XXXX charge of {$54.00} ; and a XX/XX/XXXX charge of {$100.00}. Additionally, that a provisional credit would be applied to my account.
I received a rejection letter that evening after calling USAA on Wednesday, XX/XX/XXXX, to notify them of their failure to include the XX/XX/2023, charge of {$1.00}. USAA 's rejection letter notes that they have " determined that the listed transactions are not fraudulent '' and " this concludes our investigation, and no further action will be taken. '' Additionally, the provisional credit applied to my account would be reversed.
I immediately called USAA to invoke my right to " request information or documentation [ they ] relied on to make [ their ] decision, '' as stated in the rejection letter. The USAA customer service representative noted my request and told me I would have a response on whether the documentation would be released within the coming days. I questioned for clarification, to ensure I understood, that I was invoking my right to " request '' information, so did that mean I was not entitled to receive them? The USAA then gave me the impression that the request was a mere formality.
I have never been to a XXXXXXXXXXXX XXXX XXXX XXXX XXXX While I live in XXXX XXXX, neither my wife nor I were in XXXX XXXX during some of these transactions. Moreover, she and I were at work while some of these transactions occurred.
I am disheartened that USAA fraud investigators contacted her nor me to question anything about these charges. Instead, we have lost {$230.00} and become fraud victims.
|
| 08/01/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
|
|
Web |
Servicemember |
|
I got " hired '' on XXXX, to be a XXXX XXXX for a contracting company named " XXXX XXXX XXXX. '' After researching the company, I found their website and their XXXX. Their XXXX had a few reviews both good and bad about their work on it so I didn't think anything of it. During the job, they said that I needed work equipment like a laptop and etc so that I can complete work for the job and that this will be covered by the company. They sent me checks made out from " XXXX XXXX XXXX '' to cash and specifically asked for USAA so that I could cash them to ship my equipment to me, saying that mailing them would take longer which would delay the start day of my job. One of the checks was for {$4500.00} and another check for {$8500.00} was sent. The check for {$8500.00} was sent because they told me that they had two new hires and wanted to know if I could order their equipment seeing as though I " knew the process ''. After, I realized that this was a scam so I told USAA fraud department. They said that I was involved and that I knowingly did this and stated that I had to pay the total of {$13000.00} back to the bank. I have images, documentation, and a police report clearly detailing that I had no idea what was happening and that I am a victim of fraud. The Banks " investigation '' is still going on, and they have contacted XXXX XXXX 's fraud department, but has received no response. I am only 19 years of age, they don't teach this in school and I have yet to even see that amount of money in real life. I didn't even go to college just because I couldn't afford it and didn't want to be in debt. To think that I would have to pay for the wrong doings of someone I have never even seen before is unthinkable. Since the checks over-withdrew the account, they were transferred to the credit card. I have already payed {$2000.00} off so that the card does not gain interest. Since this incident, I have educated myself about scams and the many ways people attempt to scam, I REFUSE to have this happen to me again. I honestly just want my future back. Ultimately, my complaint is for " USAA '' and " XXXX XXXX ''
|
| 12/10/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
I am writing to formally dispute and bring to your immediate attention a significant inaccuracy that I have identified in my credit report, as provided by your agency. The discrepancy pertains to the reporting of outdated information related to the following closed credit card accounts : Account 1 : Creditor Name : USAA SVG BK Account Type : Credit Card Status : PAID Opened Date : XX/XX/XXXX Closed Date : XX/XX/XXXX Limit : {$2800.00} Last Reported : XXXX XXXX, XXXX Account 2 : Creditor Name : XXXX XXXX Account Type : Credit Card Status : PAID Opened Date : XX/XX/XXXX Closed Date : XX/XX/XXXX Limit : {$22000.00} Last Reported : XX/XX/XXXX The reporting of these closed accounts with outdated information is not only misleading but also damaging to my creditworthiness. According to the Fair Credit Reporting Act ( FCRA ), I am entitled to accurate and up-to-date reporting of my credit history. I kindly request an immediate and thorough investigation into the following discrepancies : Outdated Last Reported Date : The last reported date for both accounts is outdated and does not accurately reflect the current status of these accounts. The information has not been updated since XXXX XXXX, XXXX, and XX/XX/XXXX, respectively.
I request that you investigate these discrepancies promptly, verify the accuracy of the information with the relevant creditors and furnishers, and correct any inaccuracies found during your investigation. Additionally, I request that you provide me with a copy of the corrected credit report once the investigation is complete.
I have enclosed copies of the relevant portions of my credit report, highlighting the discrepancies for your reference. Please consider the supporting documentation attached.
I am confident that your immediate attention to this matter will lead to the necessary corrections, ensuring that my credit report accurately reflects my current financial history. I anticipate receiving a written response outlining the results of your investigation and the actions taken to rectify these inaccuracies.
Thank you for your prompt attention to this urgent matter.
|
| 09/19/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Update XX/XX/XXXX : I am seeking interactions from an office / official higher than the advocacy advisor as XXXX XXXX has not adequately answered my questions to include at what times the purchases were made to evaluate if traveling between purchases was even possible. I have recently attached the police report to USAA 's documents section for further documentation detailing the fact that I did not authorize nor make purchases with the credit card. Police report number : XXXX. I have an above 800 credit score, have never had any issues with USAA 's team prior to this and am continuing and will continue to seek fair treatment and restoration of the purchases detailed below before seeking legal action.
I have been banking with USAA since XXXX and have not have any issues with them up until now. XX/XX/XXXX going into XX/XX/XXXX there was charges that I did not make via credit card that I had in my possession. I contacted the bank immediately to let them know that I did not make those charges. The charges are as followed- XX/XX/XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and then XXXX XXXX and XXXX XXXX where charged on XX/XX/XXXX. After I was made aware of those charges i was notified that this was possible fraudulent activity. I contact USAA immediately to let them know that this was not me. The person i spoke with was able to take them off and the statement appeared to reflect these changes. They also recommended that I cancel that card and get a new one which I did and destroyed the old one. I got the new credit card and everything was good until XXXX around the mid month and got a call from XXXX and they informed me that I was responsible of the charges and that there was no way that anyone could copy the chip. On XX/XX/XXXX I get this reversal of charges other then the XXXX from XXXX was restored to the card. I contacted them again and I get long holds and no contact with the fraud department. I have spoke with them twice but they have told me that I was going to be responsible for the charges since I had the card in my possession. Police report number : XXXX.
|
| 09/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX we submitted a dispute to USAA for a charge that was made on XX/XX/XXXX in the amount of {$1300.00} to XXXX XXXX XXXX XXXX for services and the creation of an E-commerce website. On XX/XX/XXXX we were sent a letter by USAA requesting additional information to better investigate the dispute. We sent the email correspondence between XXXX XXXX XXXX XXXX and us. We also sent dates and screenshots of the proposed E-commerce website that was not finished and the evidence of missing information, lack of prices for dresses and lack of contact information on the website. USAA presented us with a temporary credit for the amount we had paid to XXXX XXXX XXXX XXXX while the investigation was pending. On XX/XX/XXXX we were sent a notice stating that after thorough investigation of the documents sent to them by us and XXXX XXXX XXXX XXXX, they saw no errors and were going to reverse the temporary credit of {$1300.00} putting my family in a deficit for paying our mortgage and living expenses. We were livid to see that while the dispute was being investigated, XXXX XXXX XXXX XXXX had added material to the E-commerce site to make it look like the website was completed and fully functional. The reality is that when we went on the E-commerce site thinking that it ad indeed been fixed, we could not purchase dresses the contact information was still wrong and when we investigated the drop down links on the home page the text was in " gibberish '' text. There were no links to process orders, there were no shipping information options, and there was no method of verification that an order was even placed. The dresses displayed had no prices or information if they were even in stock and when we tried adding a dress to the cart it indicated the total for the dress was {$0.00}. The website and services we paid XXXX XXXX XXXX XXXX were not completed and we do not see how the USAA dispute department could have stated that there were no errors on the E-commerce website. We believe the dispute department did not fully access the E-commerce site and thoroughly investigate the functionality of the website.
|
| 12/21/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I have sent letters to XXXX, XXXX and XXXX about these false negative accounts on my credit report last XX/XX/2021. They sent my documents and letters on my behalf, and it was determined that the credit furnisher was verified. USAA SVG BK is the company that is reporting to XXXX and XXXX, as well as, XXXX is alsoreporting falsely. They removed some reports from XXXX but they were not able to remove it from XXXX and XXXX. These report is misleading and suspicious. Section 611 ( a ), It states that failure to investigate these items within 30 days gives a reason to immediately remove those items from my credit report. Its been over 30days so they should be deleted promptly. I demand that these accounts be deleted immediately or I will file for litigation due to the stress you have caused me. My information was also impacted by the XXXX data breach and may have gotten into the hands of the wrong person. These report is misleading and suspicious. Below are the federal law violations that these companies are committing! If this doesn't get resolved I will seek litigation, and charge {$1000.00} per violation.
However All Under penalty of perjury, I swear this account is false and misleading Under 15 U.S.C. 1681i ( XXXX ) Method of verification this account is in violation it was reported without valid evidence Under XXXX5 U.S. Code 1681e ( b ) and 15 U.S. Code 1681i ( XXXX ) this account in violation not reporting 100 % accurate.
Unauthorized/Erroneous Account RESULT OF The XXXX Data XXXX Direct Violation of The FCRA Reporting falsely Under 15 U.S. Code 1681a ( XXXX ) ( B ) Exclusions from a consumer Report This account is in violation any credit transaction supposed to be excluded from a consumer credit report. if a social security card was used in the transaction.
Contacted Creditor/Agency asked for proof of the alleged debt specifically the alleged original application bearing my signature they have not been able to provide such proof to me.
Under the Fair Credit Reporting Act this disputed item may not appear on my credit report if it can not be supported by any evidence. 15 USC 1681.
|
| 01/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
Well my wife started a new job with usaa banking in XXXX well she find out that they offer a lot of different services because we are in the processing of fixing our credit. She opened up an banking account with usaa banking and decided that I do the same. As we call them together I was unable to open up and banking account because a banking account was already opened up in my name. Back in XXXX when I was incarcerated at the time. I let them know that I was unaware of that account and that I never even heard of usaa banking until my wife started working there in XXXX when she was trying to get me to open up a saving account with them. They rushed me to the fraud department as I was asked so many questions. I believe i made that phone call in XXXX I wont to say the XXXX. I was told to call back but every time I called back Im being hung up on or transfer to someone that cant help me. I was told to call back to check up on the status of the investigation. But no luck I called back about the XXXX right after XXXX to only be told that someone will be in contact with me. Well I was able to access the account because they had added my phone number to the account instead of closing the account and I was able to reset the pin to get into the account. The information I got out the account was the person stayed in XXXX Pa address XXXX XXXX XXXX XXXX PA XXXX they even created a email For me XXXX they telephone number XXXX and they had one number in my ssN that was missing and Im lost to how they were even allowed to opened up an account without a full ssN. Previous before all this had happened I had some misspelled names on my credit that I had taken off. After I reported to usaa that this was not me. It all of a sudden pop up on my credit. I also have another bank account that was opened in my name at XXXX XXXXXXXX XXXX and its now on my credit before it wasnt. Also outrages medical bills that I dont recognize because I always had insurance with my job or through my wife job. I need to know how I go about this and how do I bring charges forth because I do wont to press charges for identity theft
|
| 10/12/2021 |
Yes |
- Debt collection
- Auto debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
We voluntarily surrendered our automobile to our bank, USAA. They picked the vehicle up and stated it would sell the vehicle at auction and we would be responsible for the deficiency. At the time we owed approximately {$14000.00} on our XXXX XXXX XXXX.
On XXXX XXXX I was contacted by XXXX XXXX from XXXX XXXX XXXX on behalf of USAA . He stated I owed {$16000.00} for the deficiency on the XXXX. I asked what the vehicle sold at auction for because this amount is significantly more than I owed on the vehicle at time of surrender.
XXXX said he does not show the vehicle was sold, I just owe the balance! I asked for clarification and confirmation that the vehicle was taken to an auto auction to be sold as I was told would happen. He said he could not provide any information, other than that I owed money over the phone. He said I would need to submit a request in writting for information on the vehicle and sale.
I submitted a written request via email as i was instructed to XXXX, I requested an amortization schedule from loan origination to charge off.The original terms of the contract per the TILA, Payoff and Balance at time of the sale, amount the vehicle was sold at auction for, the name of the auto auction that the vehicle was taken to, the name of the repossession company and a case be opened for my complaint also that they provide me with a case number and Point of Contact to get this resolved..
All train did not respond to me so submitted a follow up email on XX/XX/XXXX. I still was not responded to and submitted a 2nd follow up ( 3rd attempt to contact ) on XX/XX/XXXX.
I have not received any notification that they have resolved, corrected or investigated this. However the charge off and balance still shows on my credit report.
It is my belief that either the repossession company or an employee at XXXX/USAA took possession of the {$100000.00} car and charge the balance off against me.
I need help to get his resolved.
I am a XXXX XXXX XXXX Veteran and XXXX struggling to keep my business open post COVID and this is impacting my ability to get credit and assistance.
Please help.
|
| 02/21/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
Starting in XXXX XXXX, I noticed my USAA checking account ending in XXXX was suddenly in the negative ( over {$1500.00} ). I had not made any large purchases to create this negative balance. I spoke with USAA who informed me that my account was negative due to multiple {$800.00} transfers ( deposits ) coming from an external account I did not authorize -- an external account which had been closed with no activity for over 2 years. USAA claimed that the external account was nicknamed " XXXX, '' however, this name is unfamiliar to me and I have never nicknamed any account " XXXX. '' These {$800.00} deposits all bounced in my USAA account due to NSF ( non-sufficient funds ), but strangely, these bounced deposits resulted in an {$800.00} debit to my account every single time without any obvious transactions showing withdrawals of these NSF deposits. USAA was confused and could not provide evidence of where the money went FROM my account, despite my repeated requests. The bank also refused to close my account during the fraud investigation, resulting in a final negative balance of {$5500.00} ( {$790.00} and {$4700.00} ) when the account was closed on XXXX XXXX XXXX.
I am not trying to gain any money out of the situation. I have stayed in constant contact with USAA since the first moment I noticed the fraudulent activity on my account, however, as shown from the attached timeline, USAA has repeatedly refused to give me the account statements and other documentation, denied me access to USAA online to reconcile my account, discontinued business with me, and otherwise acted unprofessional and unwilling to help me rectify the situation. After speaking with a XXXX XXXX Legal Assistance attorney, and with USAA refusing to work with me, I am left with no choice but to file a CFPB claim for assistance. The NSF money that was transferred from the closed account to my USAA account, thus bouncing, was not my money and I did not authorize the withdrawal transactions. I would like for my account to return to normal status and the situation to be over. I greatly appreciate any help that you can give!
|
| 03/17/2017 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I contacted USAA to close my credit card account with a credit limit of XXXX revolving limit. Upon pulling my credit report on XX/XX/XXXX I was shocked to find the account still active. When contacting the organization, there is no answer to why it is still open. Nine months of thinking my account is closed, and there is XXXX now sitting out there as revolving credit.
I feel this misstep, failure to close, or failure to listen to the customer not only benefited the company ; but placed a negative impact on my credit worthiness. According to my USAA website, thru XXXX, one of the four factors lowering my credit score was, " Your largest credit limit on open bankcard or revolving accounts is too low - XXXX accounts include credit cards and charge cards from a bank and are frequently revolving accounts. Revolving accounts allow you to carry a balance and your monthly payment will vary, based on the amount of your balance. The largest credit limit among all the open bankcard or revolving accounts in your credit file is low. Having higher limits gives you access to credit without seeking new loans or becoming overextended - which are triggers for higher risk. '' This reflects the card I thought was closed. Currently my credit report states {$45000.00} of credit, approximately 45.2 % of that is USAA 's card.
This lack of accountability and systems that provide for customer protection and service is incredible. As a 26 year member of USAA, these actions only demonstrate their lack of compassion for loyalty. I request a written response to this, specifically laying out the failures within USAA. While I do not think I am the only one this failure happened to, I would be interested in how many accounts were delayed or failed to be closed that benefited USAA? This borders on fraudulent accounts utilized for increasing profits for the organization at the expense of the customer, in my opinion.
Also, I filed a written complaint in XX/XX/XXXX against previous banking processes. I would like to know if this 'failure ' was repercussion for speaking out? Thank you for your time.
|
| 10/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
We were supposed to close on the property on XX/XX/XXXX. Due to USAA erroneously closing out the paperwork regarding this sale in their system, closing on the property was delayed. We had to wait 2 weeks for USAA to assign a new person to our account, wait for that person to read and agree to the documentation to proceed to closing. We made every single payment on the mortgage on time and in the amount due since XX/XX/XXXX. The closing finally took place on XX/XX/XXXX. Due to the different departments at USAA not communicating, the sale wasn't known by the loan department who subsequently reported my now ex-husband and I as being late on one ( 1 ) payment in the entire 14 years we had the loan. I spoke with USAA on numerous occasions for them to fix their error. Finally, I received a letter in the mail dated XX/XX/XXXX stating that they corrected the dispute on our ( ex-husband and my ) account and notified the credit reporting agencies of their error so my credit report would be fixed. It is now 5 months later, I have reviewed XXXX, XXXX, and XXXX and they all still show I was late on one ( 1 ) payment that I wasn't.
When my ex-husband called USAA to have this same issue fixed on his credit reports and to receive a letter like the one they sent me, he was told they could not send him one in his name since they already generated a letter for me, however, the letter I received does NOT reference XXXX 's name at all, nor did they go through the process to fix the error they caused on his credit report. This is so unacceptable.
This is severely affecting my credit score and hindering my ability to buy a house for my son and me. I am recently divorced and need to provide a home for him. I am a U.S XXXX XXXX veteran and want to use my VA certificate for the loan. Based on their rules, I will need to wait until the late payment falls off my credit report to use it. I close on my current house at the end of this month and am in the process of buying a new house and am now experiencing difficulty obtaining a mortgage. Please look into and assist in rectifying this matter. Thank you.
|
| 07/27/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
USAA reporting late payment and upon review of documents submitted previously I still maintain the following which this company has yet to address : " USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. OnXX/XX/XXXXUSAA purportedly sent notice that I was a co applicant on a loan. This letter would have been returned to sender. However, had I received the document I would have discovered that the information was incorrect and could have avoided what has transpired in XX/XX/XXXX '' SEE ATTACHED EXH A. Sure they called XXXX XXXX several times but we all know the amount of nusiance calls received, however, that does n't get USAA off the hook for failure to contact me. I checked my credit report and it lists my employer and phone number. They could have easily contacted me to resolve the missed payment. I also have the absolute right to know I signed for a loan and review for proper contact information. If this turned out to be fraud what would USAA do exactly. They fail to address my issue or return my phone calls. Look I am still in college and this has tanked my credit score. I have attempted to contact USAA and left numerous voice mails and NO ONE returns my call. Who do I complain because this company does n't return phone calls and I 've returned calls multiple times with no response. I do work and attend school and they make no attempt to return my calls. My most recent filing was closed as no further information provided. I want to know that if I allow someone to use me as co signer and the loan is done electronically and I do n't have an opportuntity to correct wrong information provided by a third party it is not my fault. How does a lending institution make a loan, advise consumer you are a co applicant and the very first document sent to advise is RETURNED. That should have been a RED FLAG to either put the funds on hold or figure out a way to contact me with any numbers/address listed on all major credit reports. I need this issue resolved and USAA is unreasonable in attempting to resolve the issue
|
| 07/11/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
In XXXX I opened a joint account with my niece who was at the time in college. When opening the account only document I was asked for I was a signature card. Provided. We used the account without issue for XXXX months Im estimating until the account was locked and we couldnt move $ out of the account anymore. During this time my niece who was in another state was impacted by a hurricane and due to lack of available funds lost her apartment. I called only to determine that USAA needed identification documents for my niece. We provided what they requested but the bank had an address linked to my niece that was associated with her father therefore the proof of residence would not validate even though her ID matched her lease agreement. The bank would also ask us for documents without giving detailed information for example they requested an ID & her social security card but failed to inform me that the back of the item was also needed. This went on for approximately another 6-8 months until I could no longer fight with the bank. Currently there is approximately {$1500.00} in the account. The last time I was asked to provide documentation was XX/XX/XXXX and it was provided at that time. My account is still locked. Early on when this began I called once and told them that I had a hold on my account and whoever I spoke with just lifted the hold and at that time I thought it was resolved so I only took out what was needed not the entire amount, regrettably. In XX/XX/XXXX when I spoke with a supervisor about this & she modified the address for us to provide the proof of address we sent in the last document and still nothing. I personally funded my nieces direct deposit because I felt guilty and now Im at a loss. On that call XX/XX/XXXX I asked if what we provide is not satisfactory how long will USAA take to close the account and relinquish the funds I was told 60 days. Here we are 2 years later and the account is still in the same status USAA has held onto my money without regard for how impacting this is.
Last 4 of the account # is XXXX XXXX {$1400.00} Last transaction XX/XX/XXXX
|
| 06/19/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I have been a member of USAA for almost 10 years now. On the XXXX of XXXX, my wife and I deposited her commission check she received for a XXXX deal she completed that day. She is a XXXX and has had large commission checks deposited to this account before. This particular check was for over {$6000.00}. We called before we deposited it via the mobile banking app ( because that is the ONLY way you can deposit a check ) to ensure some of the money would be available for immediate use. The banking rep stated that we would have access to most of the money. They would hold {$1500.00} while the check cleared. This seemed normal and we deposited the check. We immediately had access to the money like the representative stated with a hold of about {$1500.00}. Two hours later, the account was locked down for " Fraud Alert ''. We have XXXX accounts we use for different aspects of our lives. Not only did they lock the main account down, the account the check was deposited to, but locked down ALL XXXX accounts for " Fraud ''. This check came from a XXXX office. We called before we deposited it, and yet, EVERY account we had was locked down for " Fraud ''. To make matters worse, when we called to figure out what the issue was, they told us it would take THREE days for it to be rectified! THREE DAYS! We could n't access a XXXX of our money for THREE days! We spoke with several people and no one would help us. They kept telling us it would take the fraud department time to " investigate '' the check. Meanwhile, I have XXXX who I could n't feed because we could n't access our money. No answers, no sympathy, and no action was taken by USAA to expedite the situation. We spoke to a manager who gave us a bad attitude and did n't help us at all. It did n't seem that any department had any idea what the other was doing. One person told us that the automated system triggered the main account for fraud but then another person, they did n't know who, came behind that and locked us out of all of our accounts. We have yet to hear anything from anyone and the issue is still not rectified, 4 days into it.
|
| 09/30/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
Servicemember |
|
I originally received a phone call stating that my account has been put on hold because of possible fraud activity. The supposedly person on the the phone from USAA stated that a purchase was declined because of suspicious activity. The person on the phone stated that someone in XXXX Florida attempted to buy a 75 inch curved tv. They advised me that they would send a new card out within 3 business days. The following night i started receiving push notifications from my smart phone from the USAA app stating the information on my profile has been changed and updated without my doing or knowledge. I instantly called USAA informing them of what was happening. The USAA representative took notes and walked me through the process of updating my online login information. After my login credentials was updated. I noticed that my information was still being updated without my consent. I called USAA again explaining what was going on. The representative took notes and said that my account was under investigation by the fraud department. Later I noticed that XXXX XXXX dollars ( 000 ) was deposited into my account via mobile deposit, and transferred to a unknown account that was added to my account without my consent. USAA said that after the investigation of the deposit they did not find any fraudulent activity because it looks like I logged in from my account and made the deposit. As I explained over the last few days of events to USAA what was taking place nothing was done to prevent this on their end, USAA has not done anything to assure or protect me as a 8 year member with multiple accounts. Now my account is XXXX plus in the negative when I was just payed today. I am XXXX XXXX XXXX and USAA is my main bank account and bank that has my money. USAA told me today that I am responsible for paying the negative balance and that the fraud case was closed. Even after me explaining as these fraudulent activity was happening due to USAA lack of security and urgency. USAA HAS LET ME DOWN AS A CUSTOMER AND MEMBER. This very situation can effect my credit and ability to provide for my family.
|
| 10/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
We were supposed to close on the property on XX/XX/XXXX. Due to USAA erroneously closing out the paperwork regarding this sale in their system, closing on the property was delayed. We had to wait 2 weeks for USAA to assign a new person to our account, wait for that person to read and agree to the documentation to proceed to closing. We made every single payment on the mortgage on time and in the amount due since XXXX. The closing finally took place on XX/XX/XXXX. Due to the different departments at USAA not communicating, the sale wasn't known by the loan department who subsequently reported my now ex-husband and I as being late on one ( 1 ) payment in the entire 14 years we had the loan. I spoke with USAA on numerous occasions for them to fix their error. Finally, I received a letter in the mail dated XX/XX/XXXX stating that they corrected the dispute on our ( ex-husband and my ) account and notified the credit reporting agencies of their error so my credit report would be fixed. It is now 5 months later, I have reviewed XXXX, XXXX, and XXXX and they all still show I was late on one ( 1 ) payment that I wasn't.
When my ex-husband called USAA to have this same issue fixed on his credit reports and to receive a letter like the one they sent me, he was told they could not send him one in his name since they already generated a letter for me, however, the letter I received does NOT reference XXXX 's name at all, nor did they go through the process to fix the error they caused on his credit report. This is so unacceptable.
This is severely affecting my credit score and hindering my ability to buy a house for my son and me. I am recently divorced and need to provide a home for him. I am a XXXX XXXX XXXX veteran and want to use my VA certificate for the loan. Based on their rules, I will need to wait until the late payment falls off my credit report to use it. I close on my current house at the end of this month and am in the process of buying a new house and am now experiencing difficulty obtaining a mortgage. Please look into and assist in rectifying this matter. Thank you.
|
| 04/03/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
After filing complaint ID # XXXX-XXXX on XX/XX/XXXX with your agency against USAA Federal Savings Bank and receiving their response to your agency from your agency, which was not satisfactory in relation to the complaint ( dispute ), I then requested through their USAA Credit Card Agreement Arbitration Addendum, which is part of the credit card agreement, to start the arbitration process through filing with XXXX XXXX XXXX, as their administrator. I sent this request following USAA 's written process through USAA 's General Counsel using USPS certified/return receipt mailing to both entities. As of today 's date XX/XX/XXXX, there has been no response to the request for arbitration for USAA disputes and claims to be resolved. This is mandatory arbitration included in their credit card agreement which precludes me, the credit card holder from pursuing litigation either in small claims/civil court or filing a class-action lawsuit until this process has commenced. Their refusal to acknowledge the request to proceed with arbitration through XXXX appears to be a purposeful tactic to stall civil litigation.
Additionally, I requested through the USAA credit card contract page 24 that USAA informs the credit bureaus ( 3 ) that this account contained within the complaint number referenced above to be reported as disputed due to fraud and my statement be included in their monthly reporting. I wrote to the USAA/Consumer Report Dispute department as they have referenced in their CC agreement, mailed this certified/return receipt USPS again with no response as of XX/XX/XXXX.
USAA is not following their own internal banking guidelines and procedures they themselves have set forth in their Banking/Credit Card Agreement, and if this is the case, since there has been no written, digital or oral response to the above-referenced requests, I would through your agency request the ability to move forward with civil litigation against USAA Federal Saving Bank, since their mandatory credit card arbitration through ( XXXX ) XXXX XXXX XXXX has not been followed through on their companies part.
|
| 02/02/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
XX/XX/XXXX, XXXXOpened a XXXX exchange account with instructions from Person 1 XX/XX/XXXX, XXXXWaiting on funds transfer {$3000.00}. {$2900.00} made it to XXXX account from XXXX Person 1 instructed me to open XXXX account XX/XX/2022 Trying to withdrawal funds from XXXX money was pulled from USAA personal banking instead of depositing money. I was getting sent in circles by both Person 1 and Customer Service on pulling the money out. When they asked why I explained it was because the trading platform XXXX was not able to use the funds. While getting instructions from Person 1 and Customer Service from XXXX how to transfer money from XXXX back to USAA personal banking more money was withdrawn from my USAA personal bank account in the amount of {$6000.00}. Quickly this money was depleting. This totaled {$5800.00} in XXXX. Money kept dropping each day down to {$5700.00}, {$5600.00}, {$5500.00}, {$5500.00} XX/XX/2022 My money in XXXX was still frozen and was in the amount of {$5300.00}. The 2FA security was having problems with the transfer. Each time the transfer was rejected.
XX/XX/2022 USAA personal bank had a credit of {$2900.00} XX/XX/2022 Person 2 explained that it could be because of the amount that was in the account. Person 2 encouraged that I use a better platform and that I transfer {$10000.00} to XXXX.
XX/XX/2022 money is transferred back to USAA XXXX bank from XXXX due to it being the wrong platform. It was supposed to be XXXX.
XX/XX/2022 money is transferred to XXXX in the amount of {$10000.00} I was able to use {$26000.00} to invest with under the instructions of Person 2.
While getting instructions when to trade I was able to increase my funds to {$48000.00}. After fees were drawn the amount decreased to {$45000.00}.
XX/XX/2022 money is wire transferred from XXXX back to USAA personal bank account due to unforeseen circumstances. Person 2 was not happy but she was willing to help with the withdrawal process. That same day during a trade on XXXX a deal CLOSED without my approval dropping my funds % 100.7 % even though the market did not reflect this drop.
|
| 08/22/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
This letter is regarding an account, which you claim I owe {$31.00}. This is a formal notice that your claim is disputed.
I am requesting validation, made pursuant to the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, along with the corresponding local state laws. Please note that I am requesting " validation '' ; that is competent evidence bearing my signature, showing that I have ( or ever had ) some contractual obligation to pay you.
Please also be aware that any negative mark found on my credit reports ( including XXXX, XXXX and XXXX ) from your company or any company that you represent, for a debt that I don't owe, is a violation of the FCRA & FDCPA ; therefore if you can not validate the debt, you must request that all credit reporting agencies delete the entry.
Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports.
Failure to respond within 30 days of receipt of this certified letter will result in small claims legal action against your company at my local venue. I will be seeking a minimum of {$1000.00} in damages per violation for : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) 4. ) Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b ) Please Note : This notice is an attempt to correct your records, and any information received from you will be collected as evidence should any further action be necessary. This is a request for information only, and is not a statement, election, or waiver of status.
P.S. Please be aware that dependent upon your response, I may be detailing any potential issues with your company via an online public press release, including documentation of any potential small claims action. I am also including a copy of my complaint to the organizations below : Cc : Consumer Financial Protection Bureau Cc : Attorney General 's Office Cc : XXXX XXXX XXXX
|
| 07/27/2016 |
Yes |
|
- Customer service / Customer relations
|
|
Web |
Older American |
|
The issuing company, USAA, phoned me and told me the XXXX credit cards I had with them had been compromised & that they would have to issue new ones. OK, an inconvenience but not a problem. I have been a customer of USAA for 54 years. I asked if they could expedite shipment of at least XXXX of the cards since I do use them ( or have been able to use them 'til now ). They said OK, & in a couple of days ( after I had destroyed the old cards as directed ) XXXX new card arrived at my house. I followed instructions to activate it and the voice mail then told me it was ready to use. I later tried to make some small online purchases ( USAA has a record of them! ) with the new card and USAA bank refused to honor it ; the purchase was declined. I called USAA several times, talked to several of their stooges there, all of whom assured that the card was NOW correctly activated, bur when I try to use it the order was declined. I was finally able to place a small order using a credit card from another bank with no problem. In addition the second card that USAA was supposed to send me was returned to them by XXXX. USAA refused to tell me why. I am so far ahead on payments to both USAA credit cards that the minimum payment most of the time is XXXX, so I 'm not behind. I have USAA tracking numbers to prove it. Either their software is screwed up or, since I 'm an old guy, they 'd like to get rid of me after I 've given them 54 years of business, or their war hero CEO who does n't have the guts to put a street address instead of a PO box anywhere that I can find on the USAA website, so that I can mail him a personal, certified, return receipt requested, deliver to addressee only letter, has now hired XXXX, XXXX and XXXX for agents. I call them, they tell me the issue 's fixed, I try to use the card, and the purchase is turned down, and they will not tell me why the XXXX card has been returned to USAA, and at the very last call ( a day ago ) the latest agent ( a woman ) said I 'd have to call ahead of time and get permission from Mommy at USAA before I could use the card that I do have.
|
| 09/03/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
XX/XX/2015, my house XXXX flooded. When I received the disbursements from the insurance company, I sent the checks with copies of the Proof of Loss and the contractor 's estimate to USAA XXXX our mortgage company ) and waited for the check.
On Friday, XXXX XXXX, XXXX, I called and asked the status of the first disbursement for the contractor and was told that my information has been received and input on XXXX XXXX, and it would take 5-7 business days to send the check.
I called back Friday, XXXX XXXX, XXXX and was told the 5-7 business days was for processing time and that the check would be mailed in 24-48 hours.
I called back on Wednesday, XXXX XXXX, XXXX and was told my packet was missing the Proof of Loss from the insurance company and the contractor 's estimate and that nothing could be done until they were received. I was given an email address to send electronic copies to and sent that email XXXX.
I called back Thursday, XXXX XXXX, XXXX and was told that it would take 24-48 hours to input the documents and that the check would be sent after that.
I called back Monday, XXXX XXXX, XXXX and was told everything was cleared and that the check would be going out.
I called back Tuesday, XXXX XXXX, XXXX to insure the check had been mailed and was told it had just been released and would be mailed on Thursday, XXXX XXXX.
I called back Thursday, XXXX XXXX XXXX and was told that my file was missing the contractor 's estimate. I asked to speak with a supervisor who looked in my file and said she saw something from the contractor that said how much the repairs were going to cost.
Regardless of whether the contractor 's estimate is actually in their possession XXXX the number she quoted off it made it clear it is XXXX, the fact that they have repeatedly told me that the check is going to mail soon and then continually delaying the process is entirely unacceptable. Losing paperwork on multiple occasions smacks of willful negligence. USAA purports to serve service members and veterans, that I and my family has been treated so poorly is beyond my comprehension.
|
| 01/19/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/XXXX, I saw a {$380.00} charge that wasn't ours. Call USAA immediately & notified them. The card was identified as my wife 's and blocked. They told me that the money would be replaced in 1 or 2 day 's.
XX/XX/XXXX, I called USAA to inquire about the money & was told that they didn't know why the Adjustments Dept didn't put the money in but that they were still investigating it.
XX/XX/XXXX, We received my wife 's new debit card. She discovered that it was missing. Know that I have already called in the claim I didn't think to call USAA.
XX/XX/XXXX, Still no money so I called USAA where I was told that the case was closed because the charge was completed using the chip. I explained that to USAA and they updated the case and again stated 1 or 2 days to put the money back in the account. When asked why we were not notified of the case closing, the representative did not know why.
XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. I was also told that the Adjustment Dept. notified my wife 's INACTIVE account of the case closure. No e-mail, phone call or text.
XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. But also told me that they have no way of contacting the Adjustments Dept. other than through there notes process. so she asked that they call me in 24 to 48 hours with why it's taking so lone.
XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. Again I was told that they have no way other than the notes to interact with the Adjustment Dept.
XX/XX/XXXX, Still no money. The representative stated that no new updates from the Adjustments Dept. & didn't understand why they didn't put the money in my account yet. Again told that they can't contact the Adjustment Dept. & still no update as to what is going on.
|
| 01/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
Dear Sir/Madam : I have been a USAA credit card holder since XXXX and have always maintained my account in good standing. When paying my account, I usually open the USAA app on my phone and make payment on my existing balance. However, a few months ago, I decided to open one of the statements and noticed that my APR is currently 20.15 %, which it has never been. I then decided to go back at least 14 months and see that my APR was originally at 15.90 %, and has increased almost every single month over the last 14 months. This is not legal. In all of my life having credit, I have never witnessed any credit card issuer raise the rate on a monthly basis, unless there was some other issue such as a cardholder being late, which is not the case with me.
Under the Credit Act, I am aware that a creditor must inform its consumers of any rate change at least 45 days in advance among other requirements. Since there has been a rate increase almost every single month for over 14 months, there is no way that I could've received the required 45 day notice as required under the Federal law.
Therefore, I reached out to their customer service and then escalated to their Executive office. Although I have not had an opportunity to speak with the person who is handling the matter due to us missing each other on the phone, his name is XXXX and after several missed calls, he sent me an email dated XX/XX/XXXX, saying that the inquiry has been resolved.
His email ( attached to this complaint ) says that on XX/XX/XXXX, changes to your credit card agreement were sent and that page 2 states that if your APR is variable, it will vary with the market rate based on the Prime Rate. This still doesn't hold water. This is a violation of the XXXX XXXX. Here is the breakdown of the interest rates for each month since XX/XX/XXXX : XXXX XXXX -- 15.90 % XXXX XXXX -- XXXX XXXX XXXX -- 15.90 % XXXX XXXX -- 16.15 % XXXX XXXX -- 16.15 % XXXX XXXX -- 16.65 % XXXX XXXX -- 16.65 % XXXX XXXX -- 17.40 % XXXX XXXX -- 18.15 % XXXX XXXX -- 18.15 % XXXX XXXX -- 18.90 % XXXX XXXX -- 19.65 % XX/XX/XXXX -- 20.15 %
|
| 04/21/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
My mother ( XXXX ) is a custodian over a XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ) with USAA bank and im the beneficiary. She refuses to transfer me any of the money or give me any access to this account, even though im XXXX years old, which is old enough to take control of the account. I receive social security benefits and all that money goes into this account. I changed my direct deposit info, so my monthly payment goes into my my checking account now any not in this XXXX anymore. But the backpay social security gave me is stuck in this XXXX because my mother .refuses to transfer it to me. Theres over $ XXXX in this account.
The only way I actually see any of the $ XXXX is when my mother transfers money from the XXXX, DIRECTLY INTO HER OWN CHECKING ACCOUNT, then gives me the cash she withdrawals from an ATM. She transfers money to herself. She has even spent money she transfers. She does all this WITHOUT MY CONSENT.
I first started receiving monthly payments back in XX/XX/XXXX and received a {$21000.00} backpay back in XX/XX/XXXX. She allowed me to spend money on a phone and laptop, and she constantly withdrawals money out so thats why theres $ XXXX left out of the {$21000.00}. The amount in this account keeps decreasing because of the withdrawals she makes multiple times a month. The pictures I added are the withdrawals she made to herself back in XX/XX/XXXX. Unfortunately, the XX/XX/XXXX bank statements are the only statements I have in paper, but it proves she is transferring money to herself and keeping my money from me.
I have reported this to the social security and the bank and neither can help. Ive even reported her to the OIG Office for fraud and they havent anything. USAA told me there is a grey area with the rules of custodian UTMAs. They say she is obligated to hand over the account and the funds, but doesnt have to since she is the custodian and its technically her account. So if she wants to keep the account and money from me, she can do that.
Basically, my mother is holding over $ XXXX of MY MONEY in an account thats mine and USAA wont help.
|
| 12/19/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I have paid my auto insurance for nine months on time, never a late payment. I have gone from $ XXXX to $ XXXX. On XX/XX/2018, I got into a minor accident because I was told to reverse on a one way road by a XXXX airport employee refused to pop the gate. Anyway, my driver sideview mirror was damaged. I filed a claim through USAA auto insurance since i have my automobile policy through them. They told me to get an estimate from XXXX XXXX and then submit it online and via email. They said i would be issued an electronic payment minus my {$500.00} deductible.
On XX/XX/2018, at XXXX XXXX, I emailed a copy of the estimate for {$970.00} to XXXX and to XXXX. I also took a picture and uploaded the estimate to the USAA Claims Center portal. I never heard anything back about the status for a couple days. So, on XX/XX/2018, i sent a message via the USAA Claims portal about the status. I was told by XXXX XXXX that on XX/XX/2018 at XXXX CST that my estimate was received and was sent for review. No messages or phone calls or emails after that. On XX/XX/2018, at XXXX CST, I received a portal message stating that a payment of {$390.00} was issued. After doing the math, I noticed there was an {$80.00} decrease in their payment to me, which would result in me not paying {$500.00} for my deductible but {$570.00}.
I contacted USAA and the first rep, XXXX, was very unaware and didnt have the proper knowledge to assist. I demanded a supervisor. After being on hold for a few minutes XXXX, the Claims supervisor, takes the call. XXXX tells me that XXXX XXXX contacted the dealership on their behalf WITHOUT contacting me first to negotiate a deal on parts and labor. XXXX XXXX DOES NOT negotiate on parts and labor. So, the service tech who was responsible for my estimate, XXXX XXXX, said that the claims rep contacted her and pretty much made her order used parts instead of a new part. The estimate is for a new part, not used. XXXX stated the price of the estimate did not change because USAA prefers a used part. The costs remain the same throughout, which means I have been cheated by USAA.
|
| 11/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
XXXX ORDER IMPOSING CIVIL MONEY PENALTY The XXXX XXXX XXXX XXXX ( FinCEN ) conducted a civil enforcement investigation and determined that grounds exist to impose a Civil Money Penalty against USAA Federal Savings Bank ( USAA FSB or the Bank ) for violations of the XXXX XXXX XXXX XXXX XXXX ) and its implementing regulations.
XXXX USAA FSB admits to the Statement of Facts and Violations set forth below and consents to the issuance of this XXXX XXXX.
I. JURISDICTION Overall authority for enforcement and compliance with the XXXX lies with the XXXX of XXXX, and the XXXX may impose civil penalties for violations of the XXXX and its implementing XXXX At all times relevant to this Consent Order, USAA FSB was a bank and a domestic financial institution as defined by the XXXX and its implementing XXXX As such, USAA FSB XXXX XXXX to comply with applicable XXXX regulations.
STATEMENT OF FACTS The conduct described below took place beginning on or about XX/XX/XXXX, and continuing until on or about XX/XX/XXXX ( the Relevant Time Period ), unless otherwise indicated.
XXXX XXXX XXXX XXXX The XXXX requires banks to implement and maintain an effective XXXX XXXX XXXX XXXX ) program in order to guard against XXXX XXXX through financial institutions.
XXXX Additionally, the XXXX imposes affirmative duties on banks such as USAA FSB, including the duty to identify and report suspicious transactions relevant to a possible violation of law or regulation in suspicious activity reports ( XXXX ) filed with XXXX The reporting and transparency that financial institutions provide through these reports is essential financial intelligence that XXXX, law enforcement, and others use to safeguard the XXXX XXXX system and combat serious threats, including money laundering, XXXX financing, organized crime, corruption, XXXX trafficking, and massive XXXX schemes targeting the XXXX XXXX, businesses, and individualsXXXX XXXX XXXX is a bureau within the XXXX XXXX XXXX XXXX XXXX and is the XXXX XXXX that enforces the XXXX by investigating and imposing civil money penalties on financial institutions
|
| 09/02/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Money order
|
|
|
Web |
|
|
I had a person reach out on XXXX for a commission ( XXXX XXXX, @ XXXX on XX/XX/22 ) and she also said she was from XXXX XXXX, UT ( Address : XXXX XXXX XXXX XXXX ) and so I thought she might've known me through a coworker. When the details came to payment, she said that she couldn't use any of the money transfer apps due to some fraud issues there. I've been dealing with a lot of fraud on my credit card lately and didn't see that as an issue. She said she could pay me via check but the minimum amount she could write one for was {$1000.00} and so I'd have to refund her {$750.00}.
When I deposited the check, I had heard about fraud causing checks to bounce when a person writes a knowingly bad check, so I called my bank ( USAA, XX/XX/22 ) to make sure this wouldn't happen. They had said the check was deposited and I thought that meant I was good to go and so I then sent the XXXX transfer. I later got a strange email that made me suspect that this was a scam after all, so I XXXX what to do, alerted my bank, and tried canceling both the check and the transfer. The check was later officially declined and the resolution of my XXXX transfer was found to not have any issues, despite the fact that the only reason I proceeded with the transfer was that my bank said it was okay. Because of this, I re-opened the claim about the transfer ( XX/XX/22 ) and asked for them to include the phone call I had made to them as part of the dispute. Their reasoning was that I authorized the transaction, but my reasoning is I wouldn't have authorized it if they didn't tell me it was okay.
The XXXX transfer dispute was once again found to not have an issue and so I called USAA again ( XX/XX/22 ) and was escalated to the fraud department. It's been a week and I should have heard back by now and so I'm worried that USAA will still find no issue on their end and that with all this time passing, I have even less of a chance to have my money returned. I also tried having XXXX send me back my money, but she keeps having idiotic reasoning about why she can't unless she has my bank login info.
|
| 01/17/2017 |
Yes |
- Debt collection
- Credit card
|
- Cont'd attempts collect debt not owed
- Debt resulted from identity theft
|
|
Web |
Servicemember |
|
We completed a previous dispute under XXXX.
Complaint is about fraudulent debt XXXX that was taken out fraudulently and owed to USAA. Here are the facts of the case. We completed a fraud packet, provided police report, proof of address, identification and a complete history that we had about the fraudster and their address history from a XXXX report and continued fraud claims in victims name. Consumer has been disputing this with USAA since XX/XX/XXXX. XX/XX/XXXX, XXXX stepped in with POA to try to resolve. XXXX resubmitted all documents certified mail for consumer. USAA has acknowledged the proof of the fraudster and their history and and are aware that someone else is using their identification. USAA fraud has had file from XXXX since XX/XX/XXXX has been contacted 15-20 times by consumer and XXXX to try to resolve matter, to which their only response is, someone will look into this and call back. You are never provided any point of contact and often they leave you on hold for an hour. They never call back. They dont investigate and resolve the matter and the debt has been sold/resold to collection agencies. We had one collection agency dismiss debt, but USAA has failed to do so. USAA has had the details of identity theft and alll pertinent documents for more than a year and are violating consumer protection laws. They have failed to discharge the debt. Consumer is getting new calls from new collection agency about debt as of XX/XX/XXXX. USAA is failing to comply with Fair Debt Collection Practices and continuing to try to collect on a fraudulent debt they are supossed to be investigating. The debt remains on victims credit report and from what we can tell no investigation been completed. When the last CFPB complaint was last filled out they sent a Consumer Report Dispute form and we resent all the documents certified on XX/XX/XXXX. It has now been over 60 days and they still continue to report this debt and collect on it. This is not the first case XXXX has had with victims and attempting to work with USAA and the treatment has been the same on the cases.
|
| 04/24/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I was offered a home equity line of credit from USAA ( account XXXX XXXX ) on XX/XX/XXXX for {$120000.00} and on XX/XX/XXXX USAA has record in the loan history that I received a detail advance of {$120000.00}, however I have no record of where this detail advance went to or any recollection of where these funds are. I received a detail advance of {$2000.00}, on XX/XX/XXXX of which I paid back on XX/XX/XXXX. I later received a balance advance of {$200.00} dollars on XX/XX/XXXX. Around XXXX, USAA informed me that because of the housing market, my Home Equity Account had a hold on it and I could no longer borrow any money of of it. Since then I have made mostly interest only payments. There is a maturity date of XX/XX/XXXX on this account and there is still a hold on the account. Upon enquiring about the balance due, USAA recommended that I go back and look at my USAA checking account and see if the funds were deposited in that account. When I requested information on the USAA checking account in XX/XX/XXXX, USAA said that they could only go back 7 years. I have requested a review of the account with USAA via case XXXX XXXXXXXX but have not received any information as of this date. This amount of credit ( {$120000.00} ) has never been deposited in any of my checking accounts and I have never spent this amount of money from this home equity line of credit. I need to understand from USAA why I have a balance due of {$110000.00} dollars, and what will occur on the maturity date. The home that I received the home equity line of credit on now has a value of {$700000.00} dollars. The mortgage on this account is with XXXX XXXX XXXXXXXX ( account XXXX XXXXXXXX ). I have been a dedicated USAA member for 38 years, and I should receive an explanation of why I have this debt. Again, I have never used this amount of money from this line of credit. My USAA member number is XXXX. I understand that USAA is no longer in the home equity line of credit business. I appreciate your help with resolving this issue with me and USAA Federal Savings Bank. Sincerely XXXX XXXX XXXX XXXX
|
| 08/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2019, my credit card was declined. I called USAA, my financial institution, with which I have just over {$23000.00} in accounts. I was informed by a customer service member on the phone that my credit card was closed on XXXX XX/XX/2019 and that all of my deposit accounts would also close within 30 days. She stated there were five reasons for these decisions 1 ) Fraud 2 ) Identity Theft 3 ) Legal Action 4 ) Aggressive or abusive behavior 5 ) Continuous banking issues. I explained that I had none of these, and she agreed she could find no reason on my account. After 1.5 hours I was told they would elevate this to the office of the CEO, and I would hear back in two days. I waited until the end of the business day on XXXX XX/XX/XXXX and called USAA back. I was transferred to the office of the CEO and spoke with a gentlemen who explained that he would open an investigation and I would hear something in 24-48 hours. On the morning of XXXX XX/XX/2019 I received an email from USAA with the name of the individual who would be handling my investigation, and it stated I would hear from her within two business days. I had not heard anything by XXXX XX/XX/2019, so I called back and left a message with this individual. On morning of XXXX XX/XX/2019, I still had not heard anything so I called and left a second message. By the afternoon of XXXX XXXX I called back and was informed that the individual I needed to reach was in a meeting, and an official correspondence would be created for her to reach out to me. On XXXX XX/XX/2019 I came home to a letter in the mail dated XXXX XX/XX/2019 from USAA telling me that they had exercised their right to close my account without reason and that it would be their final reply on the matter. This creates undue hardship for an upstanding military member with good credit, and none of the five disqualifying factors. I have received no explanation, and am now forced to correct their error by finding a new place for all of my accounts. Additionally, they closed my longest line of credit with them which in turn hurts my credit.
|
| 11/03/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
Servicemember |
|
Dear XXXX XXXX XXXX, I hope all is well. I just wanted to say thank you very much for allowing me to bank with USAA all these years its really been a pleasure and great experience. The reason why Im writing is because I received a return check fee of {$29.00} and I spoke to XXXX agent on XXXX at XXXX XXXX about it when I called in and he said it was a system error because I had the money in the bank for the XXXX XXXX XXXX of {$80.00} and I agree it was a system error. He promised me twice that he was going to put the {$29.00} return check fee back in to my account for the fee. I have all of this documented. Since XXXX told me and promised be that he was given me the fee of {$29.00} back and it was a system error it should be honored and given back to me he told me this and I believe him and I dont see it back in my account thats why Im writing. Please listen to the call and you will see for yourself, I greatly appreciate it if you give me the fee back like XXXX promised me. I have been going through a lot with my mother trying to hurt herself and other things I rather not go all the way in to. Thank you very much for your help, empathy and understanding. Have a wonderful day and please continue to be safe Mr. XXXX.
*Now I have two NSF fees I thought since I had a deposit going in to the bank from XXXX it was going to prevent any more fees, I thought it was like XXXX XXXX XXXX the rewind process since I had a direct deposit I thought it was not going to charge me any more fees because I bank with XXXX XXXX XXXX well and I thought all banks had the rewind if you got a direct deposit. My account was not negative when I went to bed Monday night or when I woke up Tuesday but some how I still was charge an NSF fee, it makes no sense to me. This is really stressing me out, giving me anxiety and everything because I try my best to manage my account and avoid fees. I dont have extra money for fees being a single mother.I still dont understand how I was charge the fee if I had a direct deposit the same time XXXX and XXXX went through. * Sincerely, XXXX XXXX XXXX
|
| 01/24/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Have been on the phone with USAA trying to get a dispute resolved. I had two disputes filed with them which were from the same vendor. I filed two claims with them from transmission work I had done. The first one was the deposit before work began and the second the balance when van was complete. My issue is I am getting two different stories about their investigation. The first claim looks to be closed out and was put back on my card on XXXX which made me investigate why? The reason they gave in their letter to me was that the merchant refused to issue a credit and they could do nothing. This made no sense to me since if it was left up to the merchant they would never issue credit. The second dispute I received a letter dated XXXX saying the merchant would credit the amount back if I returned the transmission. The merchant knows this is not an option since I had to replace the transmission less than one month later at another XXXX dealer and that dealer retained it when they replaced the poor workmanship of the first dealer. After many attempts to explain this and to USAA people they escalated it to their Member Resolution Dept. who was no help and shut both of the claims down as of today XXXX. How can two investigations for basically the same transaction come up with two answers from the merchant and then just decide that he is telling the truth and my claim is not valid. The Member Resolution Team shut the second claim down even though I had till the XXXX to respond to the XXXX letter which I did. I was also told last week by the USAA credit card division that they woudl reopen the case. Less than XXXX hours later they said their decision stands. I was told that I would have to resubmit and start the process all over again via mail, which also makes no sense. I tried to get back to the Member Resolution team a second time and after waiting almost XXXX minutes on hold they answered and I was disconnected. I feel abandoned and left to fend for myself when the whole reason we all use credit cards is to have some type of protection from poor workmanship.
|
| 12/02/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Servicemember |
|
I am a service member who XX/XX/XXXX in XX/XX/XXXX through XX/XX/XXXX. I elected my Servicemembers Civil Relief Act with USAA prior to departure and they reduced my auto insurance due to the vehicle not being in use while gone. We were XX/XX/XXXX to an austere environment with limited communications and no mail forwarded on to the location. Members deactivate their cell phones while gone and turn it back on upon return. What mail is sent was arriving as late as 3 - 4 months later due to the remote location and logistical challenges.
I had a USAA Visa credit card for well over 13 years with no issues with the credit limit up to $ XXXX. The card had a balance of over XXXX in reward points due to me equating to more than $ XXXX if cashed out.
Apparently a {$23.00} charge appeared on the card after I departed which I was unaware of. Being XX/XX/XXXX I did not receive any communication from the lender nor could they not reach me ( assuming they tried ). USAA closed my credit card and reported over 120 days non payment to the credit bureaus.
Upon return from the XX/XX/XXXXin XX/XX/XXXX, I immediately paid the amount and attempted numerous times ( unsuccessfully ) to resolve the issue with USAA. They mentioned if the account was " just voluntarily closed '' then the points would be available for over 120 days but would not allow credit for them in this instance.
This is the only negative reporting I have on my credit report and it brought the score from a highXX/XX/XXXXdown to XX/XX/XXXX
Under the SCRA, I respectfully request removal of the negative credit reporting and allow a cash out payment for the reward points balance. Because of the credit reporting a loss of available credit it would be good to have the credit limit restored as well. This negative reporting on my credit will cost me for years to come through the inability to obtain lower mortgage and loan rates, other credit cards, etc. I am due to relocate in just a few weeks and plan to purchase a home.
Many thanks for any relief assistance you could provide.
Sincerely, Military Member
|
| 02/21/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I was a victim of a phishing scam via XXXX on XX/XX/XXXX. The person contacted me via direct messaging, called me, and pretended to be having a giveaway using a fake cloned business page and used social engineering to gain access to my XXXX XXXX account and used it to take {$1500.00} in total from my bank account which was linked without my consent.
I sent a message to XXXX XXXX the day it occurred, but I did not get a response. On the day it occurred ( XX/XX/XXXX ), I also contacted my bank and filed a fraud claim. I spoke with the fraud department and the representative processed my claim for the three charges of {$500.00}. They granted me temporary credits for the three charges while the investigation was conducted. On XX/XX/XXXX, I received a decision stating I was found responsible for the transactions and they were reversing the three temporary credits for the three {$500.00} charges. I disagreed with the decision due to the charges not being authorized due to the incident being a scam. On that same day, I called my bank once again to appeal the decision reached by the fraud department. I got in contact with the fraud department just for them to tell me I should have disputed the charges originally since I have used XXXX XXXX for transactions in the past.
Next, I was transferred to the dispute department, and they restored the three charges back to my account once again while they claimed they will investigate again. On today ( XX/XX/XXXX ), I got another decision from my banks dispute department stating the dispute requests were duplicated and the Fraud department, which told me on XX/XX/XXXX that I should have disputed the transactions, had already disputed the transactions and the three charges will once again be reversed on XX/XX/XXXX. I once again called my bank to appeal the decision, and the representative I spoke with did not help me much, and she just said it is unfortunate and she put a note on my account for the dispute department to reopen and appeal the final decision made. Now, I am back at square one with the same decision.
|
| 12/17/2023 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
I just received another foreclosure letter in the mail, which is a result of someone elses debt ( XXXX XXXX ), as discussed.
As per prior messages to your team, XXXX XXXX is in contempt of automatic orders for failing to continue making mortgage payments, transferring marital and mortgage funds from his XXXX account to a partner in XXXX ( XXXX XXXX XXXX ), and using the mortgage funds to pay his attorney ( XXXX XXXX ), after commencement of index XXXX, in XXXX court XXXX
Both attorney XXXX and XXXX XXXX have committed perjury in court by making misstatements about XXXX XXXX financial condition on his XXXX, and for refusing to respond to a divorce settlement offer and a buy out offer of the home ( XXXX XXXX XXXX, XXXX, MA ), since XXXX XXXX XXXX XXXX demanded that XXXX XXXX respond to my buy out offer in court.
XXXX XXXX and XXXX XXXX XXXX may also have forged my signature on financial documents. XXXX XXXX XXXX appeared at my house recently with XXXX XXXX and was hostile toward me, which I have reported to the XXXX XXXX there is a XXXX video of the attack.
I am not in debt and the financial abuse by the lender and by XXXX XXXX and his attorney XXXX XXXX XXXX since XXXX has impacted my credit score, professional reputation, ability to earn a living, and the health of myself and my children.
Our Index number is XXXX, in XXXX court XXXX We are unable to secure a trial date or any order involving these matters of contempt from the court.
We just received the attached letter threatening to foreclose on our home in MA by USAA Federal savings Banks attorney, XXXX and XXXX, while Usaa and other lenders have refused to allow me to settle this matter, stating that I am not on the mortgage.
I am requesting legal representation. Attorney XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX was paid to help most recently. In fact, after attorney XXXX spoke with his contacts at XXXX and XXXX, we received the attached documents, making matters worse.
|
| 07/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
This complaint is in regards to credit card dispute of XX/XX/2020 for {$380.00}. USAA refuses to issue refund from XXXX XXXX ( XXXX ) for a cancelled airline ticket reservation because the COVID-19 pandemic.
USAA refuses to issue a written guarantee to refund the money if XXXX XXXX files for bankruptcy or there is no vaccination available by the time the voucher expires.
USAA is enabling XXXX XXXX to apply 2 sets of standards to its customers because of the pandemic. One for XXXX XXXX in order to get exceptions & breaks, in addition to federal financial assistance. The other to customers such as USAA members by negating that the pandemic exists.
The COVID-19 pandemic is a clear force majeure event. A force majeure entails both parties effectively voiding a contract and being returned to their previous position. It doesnt allow one party ( XXXX XXXX ) not to perform while still keeping the money. This unearned money in the books is being used as collateral for additional financing and warrants.
XXXX XXXX carries chargeback insurance.
USAA ( and XXXX XXXX ) are disregarding the Fair Credit Billing Act and Truth in Lending Act. The chargeback mechanism exists primarily for consumer protection. Holders of credit cards issued in the United States are afforded reversal rights by Regulation Z of the Truth in Lending Act.
COVID-19 continues to be out of control in the US, including Florida. The Centers for Disease Control and Prevention ( CDC ) is clear : Because travel increases your chances of getting infected and spreading COVID-19, staying home is the best way to protect yourself and others from getting sick.
It is highly probable that vaccination is not going to be available by the time the voucher expires.
In regards to credit cards disputes, USAA is NOT for its members, but for the merchants, such as XXXX XXXX.
Request refund of {$380.00} or written guarantee from USAA that the funds are going to be reimburse if XXXX XXXX files for bankruptcy or if vaccine is not found or if not administered by the VA before the vouchers expires.
|
| 09/10/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
On XXXX of 2016 my girlfriend accepted a job. Little to our knowledge it was a job scam. The job provided contracts, websites, accreditation, and business registration number. She was told her job was an XXXX. She was told a client was sending money to our account. She was told to open a XXXX XXXX XXXX account. She was told after thirty days they would put her on the company account but until then she had to use her own. The client wired XXXX into our account. The bank approved it and allowed her to move the money. Domestic wire transfers are reviewed and posted the same day. It took a week for them to decide to reject the wire transfer. They froze the account with NO NOTICE. They would n't tell me anything but that my account was under review and to call in three business days. I could n't access my money. I am in the XXXX in three months. I was treated awful by the bank they did n't work with me at all. They accused me of fraud. They should have froze the account the day the wire transfer went in and investigated it then. They should have flagged it. My girlfriend was scammed and we have to pay for it? What kind of protection is that? The fraud department at USAA does n't even have contact information. They said we could n't talk to anyone about the investigation. It was n't until the bank froze the account we found out the job was a scam. We wish we would have known the day the transfer happened. This job spent three weeks convincing and " training '' my girlfriend. She had no idea it was a scam and she even XXXX and asked for verifications. The bank let us down by not protecting us. We make average money the bank has never seen huge amounts hit out account they should have called and asked about it. They should have investigated it. Within a week of freezing the account all they said was the name was spelled wrong. They were accusing US of first party fraud? And they were exercising their right to do business with us ... not to mention informing us the bank took a " hit '' by approving the funds they did n't review so we had to pay it back.
|
| 07/22/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
Servicemember |
|
I am writing to file a formal complaint against USAA Federal Savings Bank regarding their failure to respond to a billing error I reported on my Credit Card billing statement on account numbers XXXX and XXXX. I initially noticed the billing error on XXXX XX/XX/2023, when viewing both the XXXX statement for the certificate of indebtedness on account XXXX and the XXXX statement for the certificate of indebtedness on account XXXX, and in accordance with the regulations outlined in 12 CFR 1026.13, I promptly sent a written notice to USAA Federal Savings Bank on XXXX XX/XX/2023 via United States Postal Service Certified Mail Receipt Number XXXX. Instead what USAA has done is closed one of the account ( s ) XXXX and continued to report negatively on my account. This has caused me great harm and has not allowed me to take job opportunities that could assist in me paying off debt to setting the affairs of my estate and be in good standing in the private and in my private life. I've also attached my credit report as evidence. According to 15 U.S. Code 1681n, any person or entity that willfully fails to comply with the requirements of the FCRA may be held liable for actual damages, punitive damages, and attorney 's fees, as determined by a court of law. The specific noncompliance issue in question involves USAA Federal Savings Bank 's unwillingness to send me an acknowledgment of my billing error notice. This action has had significant adverse effects on my rights as a consumer and has caused me undue financial and emotional distress. I've missed out on employment opportunities that could pay me XXXX XXXX more per year. I'm also aware that my account was/are held in a trust according to USAA Trust Indenture Agreement. I kindly request the CFPB to investigate this matter and ensure that USAA Federal Savings Bank complies with the billing error resolution requirements outlined in 12 CFR 1026.13. I also request appropriate action be taken to protect consumers and hold USAA Federal Savings Bank accountable for their failure to address my legitimate concern.
|
| 03/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
See attatched Fraud Report UNAUTHORIZED TRANSACTIONS of XX/XX/XXXX & XX/XX/XXXX I just recieved XX/XX/XXXX. Took 2 years but now that I know usaa can provide fraud reports I am requesting ALL FRAUD REPORTS be provided. See attatched XX/XX/XXXX statement. FRAUDS REPORTED XX/XX/XXXX are {$170.00} XXXX {$170.00} XXXX XXXX NON DELIVERED OR PURCHASED. ( WHAT EVER HAPPEN TO THESE INVESTIGATIONS BEGUN XX/XX/XXXX?????? ) next we have {$200.00} XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX NON DELIVERED TRANSACTIONS. USAA STEALS XX/XX/XXXX AFTER XXXX PAYS XX/XX/XXXX XXXX Please provide WRITTEN PROOF OF PURCHASES AND OF DELIVERY INTO MY HANDS VERIFICATION OF ALL REPORTED FRAUDS. See attatched XX/XX/XXXX statement WE SEE CLEARLY AS USAA STEALS MERCHANTS CREDITS TO COVER MERCHANTS FRAUD LEAVING CONSUMER LIABLE FOR FRAUD FOR ** OVER TWO YEARS. XXXX XX/XX/XXXX {$2.00}, XXXX OTHER TEMPORARY CREDITS NOT APPLIED ONLY {$910.00} PERMANET CREDITS FROM MERCHANTS APPLIED. What merchants send USAA TAKES AS THEIRS FOOLING CONSUMERS INTO THINKING 2 CREDITS FOR ONE PURCHASE WHEN ONLY ONE CREDIT FOR ONE PURCHASE APPLIED WAS THE MERCHANTS. XX/XX/XXXX ALL PERMANET CREDITS FROM MERCHANTS SAME DAY ARE NEW CHARGES AS IF MERCHANT NEVER PAID.??? HUH?? PRETEND USAA TEMPORARY CREDITS ARE LISTED ONLY. They are NOT INCLUDED IN TOTAL CREDITS at bottom of listed ADJUSTMENT PURCHASES. USAA CLEARLY STEALS MERCHANT CREDITS XX/XX/XXXX {$340.00} STOLEN XX/XX/XXXX XXXX. {$470.00} XX/XX/XXXX. TRANSACTIONS BACK ON CARD XXXX TIME XX/XX/XXXX. USAA USES TEMPORARY CREDITS NOT APPLIED TO CREATE FRADULENT CREDIT REVERSALS OF {$2.00}, XXXX IN ONE MONTH XX/XX/XXXX. Provide WRITTEN PROOF OF PURCHASES AND OF DELIVERY INTO MY HANDS. AGAIN, USAA USES TEMPORARY CREDITS TO CREATE PERMANET CREDIT REVERSALS OF MERCHANTS CREDITS. XXXX PAYS XX/XX/XXXX XXXX & XXXX XX/XX/XXXX XXXX USAA STEALS AS REVERSED CREDITS NEVER MADE PERMANET HIDING THEM INTERNALLY ) ( ** USAA ARE THIEVES PER STATEMENTS NO USAA PERMANET CREDITS HAVE EVER APPLIED AND OVER {$4000.00} ARE REVERSED??? NO EXPLANATIONS PROVIDED OF FRAUDS.
|
| 05/27/2015 |
Yes |
|
|
|
Web |
|
|
I was offered a promotional APR of 0 % interest on balance transfers and convience checks that expired on XXXX XXXX, 2015. On XXXX XXXX, I called USAA customer service to process XXXX balance transfers and was told my account was locked and I would have to call back in 24hrs to process the transfers. I called back to USAA 's customer service to process XXXX balance transfers on XXXX XXXX and spoke to a represenitive about the offer and was told that that day XXXX XXXX was the last day to take advantage of the offer. I gave her my first account number to a XXXX and XXXX credit account. The represenitive was unable to get the account to be rcognized by the sysytem and suggested that I write a convience check to myself to cover the balance and pay the account myself. The XXXX account was recognized by the sysytem and was processed that day. I was asked if I had any other accounts and after declining, the call ended. On XXXX XXXX, I noticed a finance charge on my account for balance transfers. I called USAA on the next business day and was told that I was charged due to the balance transfer not posting to my account by the end of the promotion period. I was told the check that was written was under the promotion, but not the account that was processed on the XXXX as a balance transfer. I asked why the person I spoke with did not explain this to me and was told that they were unsure as to why. I then asked why the previous customer service rep. did not just advise me to write a check for the amount of XXXX transfers instead of the XXXX and received the same " Unsure '' response. I feel that I was mislead into believe that the balances I transfered over to USAA would be covered under the promotion offered to me, especially since I was speaking to a customer service agent from the company. I then inquired about just paying off the amount that was not under the promotion and was told, I could not do that without paying off the entire balance of the card. I do not understand why I can not specify what balance is paid after I make the minimum payment.
|
| 10/16/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
CFPB 1. USAA continues to lie to me and commit fraud. After talking to many tax attorneys, Certified Public Accountants, reviewing IRS documentation, and watching many videos on the subject it is clear to me that once a 1099-C is issue and a debt is forgiven or canceled the lender can not continue to attempt to collect money from the borrower ( double jeopardy ).
2. After the Great Depression the government passed many laws to protect the American people. After the Great Recession of 2008 the government again passed many laws to protect consumers and borrowers from predatory and unfair lending practices. Many were lost everything and were left homeless like myself.
3. I had two loans with USAA. One Home Equity Loan ( HEL ) and one credit card loan. The home equity loan debt was resolved and settled by USAA in XXXX and a 1099-C was issued by the IRS. The credit card debt was resolved and settled by USAA in XXXX and a 1099-C was issued by the IRS. USAA has continued to try to make me pay for these cancelled and forgiven debts.
4. In XX/XX/XXXX USAA said they had a right to change the 1099-C ( false and fraudulent act ) and demanded that I pay {$4600.00} to settle the debt. I did not know better so I paid them. Now they want me to pay the {$54000.00} for the HEL that was forgiven and cancelled in XXXX.
5. USAA is committing fraud and unfairly taking advantage of veterans and their families. Ive tried to settle this with USAA for several months and they keep giving me false information and making illegal and unreasonable demands. They are in violation of Consumer Financial Protection Bureau ( CFPB ) and Fair Debt Collection Practices Act ( FDCPA ).
6. I am providing copies of the 1099-Cs and other reference material that clearly explains the law and supports my position. Please take appropriate action against USAA and get them to refund me my {$4600.00} that I gave them when I did not know this debt had been forgiven, cancelled, and resolved by the IRS and USAA.
V/r XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX
|
| 08/09/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
On XX/XX/18 I transferred {$250.00} from a USAA mutual fund account to a USAA checking account. Per the written terms published on their website and information on the screen during the transaction, the funds should be available same-day as they have been in the past and in compliance with The Expedited Funds Availability Act ( EFAA ).
The terms of their depository agreement state : When Available Type of Deposit Same business day as the day of deposit.
Funds received electronically through an ACH credit Transfers from other XXXX accounts you own ( Copied and pasted. Transfers from other XXXX accounts I own, same day ).
Immediately after completing the transaction, a message came up saying there was a 2 day hold on the funds, no warning before. I complained to USAA and said the written terms said the funds will be available same day and XXXX says there should at most be a 1 day hold because this is a USAA to USAA transfer and meets none of the " exceptions '' for longer holds.
The USAA rep said they had a " new policy '' beginning XX/XX/2018, and apparently had not updated their online terms yet. - Beginning XX/XX/XXXX, when members move money from USAA mutual funds ( USAA Funds ) or USAA Life annuities to a USAA Federal Savings Bank ( USAA Bank ) checking or savings account, the money will no longer be available immediately. A one to two-day delay in funds availability will apply to future, recurring and on-demand transfers. They should absolutely have to adhere to the written terms online because they stated in writing the funds would be available same day, and a 2 day hold to a low-risk usaa to usaa transfer is in violation of EFAA because this transaction meets no exceptions for longer hold time.
I had moved this money to cover a bill. On XX/XX/18 even though USAA had the funds, because of the 2 day hold the funds were not available and they rejected the bill payment for NSF including a {$29.00} fee to USAA, {$27.00} NSF fee with the merchant and {$35.00} late fee with the merchant for a total of {$91.00} fees due to this hold.
|
| 12/27/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2021, I wrote a check to a business in the amount of {$250.00} for shower repairs. The check was written using a checkbook supplied to me by my financial institution, USAA. On XX/XX/2021, I was contacted by the business regarding the check. The check returned unpaid by USAA. Due to the check being returned, the I had to pay a {$25.00} returned check fee to the business in addition to the {$250.00} charge for services rendered. The account had ample funds to cover the check and there was no reason for USAA to not honor the check.
I contacted USAA by phone on XX/XX/2021 to obtain information as to why the check was not honored and to request reimbursement of the {$25.00} returned check fee that I had to pay due to USAA not honoring the check. I called multiple times, spoke with multiple parties, and ended up on the phone with them for hours.
I repeatedly offered to send them a copy of the check to research. In addition to not providing any information about the check, including not providing any information as to why it was not honored, they refused to reimburse me the {$25.00}. According to USAA, they will NOT reimburse any returned check fees that are not USAA initiated. I repeatedly explained that I had to pay a returned check fee because they failed to honor a check that should have been honored. They again stated they are not responsible for any returned check fees EVEN IF the returned check fee is due to their failure to honor a check that should be honored.
I have no answer as to why they refused to honor the check and I had to pay {$25.00} due to their failure to honor the check. Despite this, they refuse to reimburse me for the charge. I confirmed that the information ( routing/account number ) on the check is accurate so I am at a loss.
I am from a military family and I have always praised USAA. I have also worked with them for several years in a professional capacity. I am truly saddened by how poor their customer service has become and that they refuse to reimburse clients who are out funds due to their actions.
|
| 11/12/2021 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My 5 year old mortgage is with USAA and is serviced by XXXX. Last year I purchased land across the street but not attached to my land and I paid cash. I have the deed. I am a 100 % XXXX Veteran and have a exemption on my home and land from property taxes.
USAA has the documents and I have not paid taxes out of my escrow and always receive a refund at the end of year because I do not pay property taxes on my home and land.
Last year USAA paid my property tax for the land I bought out of my escrow!!!
I worked on this with them as well as my local tax office for months. They have my home parcel number on my land across the street in their system I have spent weeks complaining to USAA and have been assured it was corrected last year by USAA.
However after logging on to check because taxes are paid here in XXXX and XXXX and it is still showing as they are about to pay taxes out of my mortgage escrow on land that is not attached to my home or mortgage and I have the deed for that land.
I am beyond appalled and frustrated. I have reached out to them yet again and spent several hours once again on the phone with USAA and XXXX.
They have assured me the problem will be fixed but as you can see by the attachment it is still showing as they are ready to pay taxes on land out of my mortgage escrow that is not attached to my mortgage!
USAA used to be among the best for XXXX but they simply no longer care to fix their troubled systems.
This should be extremely illegal and I think about older Veterans who have no access to internet and have no idea this is happening to their escrow accounts.
I have attached a screen shot of my escrow, parcel maps showing my home and my land across the street.
You can clearly see they are using my home parcel number to pay taxes on my land across the street.
Once again I am totally exempt from paying property taxes on my home and land but I am required to pay taxes on my land across the street that I paid cash for and have the deed so it should not ever be paid out of my mortgage escrow!
Thank You!
|
| 01/13/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Debt settlement
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I XXXX messaged a debt counselor who had multiple mutual friends of mine that were all military. On Ms. XXXX profile she had that she was a debt management counselor at XXXX XXXX, debt counselor at XXXX XXXX XXXX, debt counselor at XXXX XXXX XXXX. She also had multiple photos of accounts she helped. I believed I could trust her due to her being affiliated with the military and my friends. So I proceeded to ask her to help with consolidating my small debt. I will be including the messages that went through between us. Everything seemed alright she was helping me. She requested that through her she could get me a small loan of {$4000.00} but would need me to put {$1000.00} down as a deposit to be able to get. Seeing her previous work and knowing she was helping service members out I believed her and did on XX/XX/XXXX she said it would take 5-6 days to get the loan into my account then when the day came to give me the services she ignored my messages and then went to block me on XXXX, her phone and XXXX so that I couldnt contact her. As soon as I figured she was scamming me I reported it to my bank. I had to file 3 disputes as the transaction had to be split into 3. We agreed on sending it over XXXX XXXX and due to the high amount only two transactions one of {$250.00} and another of {$100.00} went through thinking she was helping me I then sent the rest {$650.00} through XXXX. She told me after I sent the money she would be working on finishing the loan. My bank USAA gave me a temporary credit for the XXXX XXXX transactions and then filed with XXXX for the {$650.00}. XXXX got back to me today XX/XX/XXXX and told me that they werent responsible and that I should talk to the recipient who I cant even contact and is a scammer. My bank also backed up XXXX by saying that in the end it was XXXX final decision and theres nothing they can do. I want my money back but the bank nor XXXX will get her to give it back to me. I dont want any other services members being scammed by this woman and would like for her to be found and stopped.
|
| 08/22/2022 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
XXXX XXXX SUPPLIED FRAUDULENT INFORMATION TO THE CFPB regarding complaint # XXXX. XXXX XXXX stated the information was removed per the letter to the CFPB, my insurance rates yet increased again to {$430.00} dollars a month starting in XXXX. I was notified via another Insurance Company as their rates were vastly different with a rate of $ XXXX month.
XXXX has violated the following : 1. 15 USC 1681 ( a ) ( 4 ) " Infringed Upon a Consumer 's right to privacy '' and 2. 15 USC 1681b ( a ) ( 2 ) No Permissible purpose/ No written instruction I had recently received notification from a customer service representative from USAA as my insurance rate has increased ; when I inquired about the increase in my insurance premiums, the rep advised that it was due to a report obtained from XXXX XXXX and a ticket that I was reported in XX/XX/2021 I am still waiting for the case to reset regarding the alleged ticket issued due to the request for reasonable accommodations based on my XXXX. ( See attachments from the courts ). Therefore, the Information obtained is inaccurate and fraudulent at BEST.
Accordingly, I REQUEST THE FRAUDULENT INFORMATION THAT IS BEING REPORTED TO BE REMOVED EFFECTIVE IMMEDIATELY BEFORE A LAWSUIT IS ENSUED AGAINST XXXX/USAA.
Based on my XXXX and the XXXX terms provided I will also contact the U.S. Department of Justice civil rights against XXXX. I am REQUESTING USAA DELETE THE INFORMATION FROM XXXX due to their violations of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, et seq., as amended.
A complaint with the FTC and CFPB along with Securities and Exchange Commission ( SEC ), Commodities and Future Trade Commission ( CFTC ) and the IRS will be filed to include the Department of Justice for FINANCIAL CRIMES AND INSURANCE FRAUD. I am utterly disgusted of the fraudulent, deceptive business trade acts of the insurance companies and banks and XXXX for provided the deceptive information to a federal agency to avoid penalties. However, they continue to has no regard for stealing from consumers by any means NECESSARY.
|
| 03/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
I am filing this complaint because USAA closed my credit card account, which I've had since 2012. We have been very loyal customers to USAA. We paid off nearly 8-10 credit cards and loans with them over the lifetime of our accounts.
During the pandemic, we fell behind and reached out to USAA several times to inform them our account was past due, but we assured them we would get all payments handled, as we always did. We also informed them we were in the process of catching up due to myself being an essential worker and having to take many quarantine leaves from exposure to XXXX, which impacted my pay. After each quarantine period, when I would get back to working, I always made USAA aware of our status- and each time they assured us they would work with us ( and we thought they meant it ).
To say the least, even during the pandemic, we still successfully paid off a credit card and THREE auto loans with USAA.
As of this month, we finally made it to a good place financially post-pandemic lockdown and business picked back up for my company. So I immediately went online and paid my USAA account. Today, I learned they have discriminated against and punished people who fell on hard times during the pandemic by closing their credit lines without personally reaching out to them and getting to know their situation during this pandemic. I reached out to a representative after making a {$450.00} payment to my credit to find out my credit line was closed without ever being notified. USAA claimed they sent a letter out to us back in XXXX, but we never received it. We also NEVER received a phone call regarding this. If USAA had reached out to us and said we were at risk for our credit line being closed, we would have put all of our money towards it to keep it open ... instead they lied and said they would work with us during this pandemic.
We have been very loyal USAA customers, but after this experience, this does not sit well with me, nor my wife. No one should be discriminated against during this pandemic in which they had no control over.
|
| 08/08/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
In short, I attempted and electronic deposit using a banking app. The funds were placed in my account the day the deposit was made. Nearly 70 days later, the funds were taken/reversed from by account. Neither banks ( USAA FSB nor XXXX XXXX, XXXX ) has an explanation of where the funds are or how I can get my money back.
On XX/XX/2019, I submitted an electronic deposit with USAA FSB in the amount of {$3200.00}. The deposit was made using the USAA banking app. The check was written by XXXX XXXX XXXX XXXX XXXX for medical claims. The account the check was drawn on was a XXXX XXXX, XXXX account. On XX/XX/2019, I notice that USAA had reversed the transaction and {$3200.00} was removed from my checking account. Below is a summary of the action taken after I noticed the reversed transaction : 1. XX/XX/XXXX & XXXX I notified USAA of the reversed deposit. I was told that it was part of a duplicate deposit. I was requested to contact XXXX XXXX and have them provide a copy of the cancelled check and USAA would do the research into the transaction.
2. On XX/XX/XXXX, I received copies on the cancelled check from both XXXX and XXXX XXXX. This copy was emailed to USAA. I was informed that it may take several weeks to resolve.
3. On XX/XX/2019, I was informed by USAA that this check was shown by XXXX XXXX as a duplicate transaction and that USAA was correct in reversing the deposit. Additionally, I was told this that this could only be resolved by XXXX XXXX.
4. On XX/XX/2019, I contacted XXXX, again, to research the transaction and to contact XXXX XXXX.
5. On XX/XX/2019, I received verbal confirmation from XXXX that the check was processed by XXXX XXXX on XX/XX/2019, as shown on the cancelled check. This payment had not been cancelled or reversed by XXXX XXXX and their account reflected the processed check.
Please note, I did not attempt to cash or deposit this check at any other financial institutions. I have the original check and supporting documentation I received from XXXX and XXXX XXXX. I need assistance in resolving this issue.
Thank you.
|
| 02/01/2024 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I attempted a direct assistance program with USAA regarding account XXXX and was denied due to excessive debt obligations.
I applied and was accepted to an independent debt management company, XXXX XXXX, in late XXXX. XXXX negotiated with USAA to enter me into a debt management program on account XXXX.
On XX/XX/XXXX I received a letter stating my XXXX account had been closed based on an application/agreement to participate in an assistance program.
On XX/XX/XXXX I received a letter stating I had been accepted into the assistance program.
On XX/XX/XXXX XXXX XXXX notified me that USAA account XXXX had been accepted.
On XX/XX/XXXX XXXX XXXX notified me that USAA account XXXX had been accepted.
In a phone call during the month of XXXX, a USAA customer service representative verbally informed me that I would still receive late notices from USAA despite being in the debt assistance program, but I should disregard these. I continued to receive XXXX, XXXX, and XXXX notices.
I have verified monthly statements from XXXX that payments at the agreed amount, {$210.00} ( monthly ) were sent for XXXX, XXXX, XXXX, and XXXX of XXXX.
On a letter dated XX/XX/XXXX, which I did not see until XX/XX/XXXX, USAA notified me that account XXXX was being defaulted due to non-payment, despite the ongoing payments through the debt management program administered by XXXX. I am unable to verify payment receipt on USAA due to the account being removed from my customer portal.
On XX/XX/XXXX I verified on my XXXX credit report that the XXXX account had been reported as in default.
USAA has maladministered my account and failed to meet their obligations in the debt management program or participate in good faith. Their communications between departments handling the credit card and the debt management program are a known problem to USAA employees, as demonstrated by the customer service comments to me in XX/XX/XXXX. The willful failure of USAA to address these issues demonstrates their bad faith participation in handling of this debt.
|
| 09/25/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
Servicemember |
|
On XXXX the XXXX @ XXXX XXXX, I received a text notification informing me that there was an addition of a contact to my XXXX. Immediately, in fact so quickly that I suspect that this was all automated, they sent themselves {$1000.00}. I immediately began the process of cancelling XXXX on my account. Then I called the USAA, my bank, and reported the fraudulent charge. They began an investigation the same day ( XXXX XXXX ). I worked with them to secure my account again, and they led me to the fact that they had compromised my email due to the fact that they were allowed access via an emailed code. I never found said email, but did notice that there was suspicious activity on my email. I changed the password, and have not had problems since. Furthermore, I have two factor authentication enabled on my account, but primarily through text. To my knowledge most ways of logging in prompt USAA to send me a text message. I received no texted code from USAA any time near that transaction. I called today and was told by a representative that they had found me liable for the charge. She said the reason was for multiple returned deposits, and frankly that didn't make any sense. I have not had a returned deposit anytime this year. Furthermore, I hardly use XXXX, and have never had a XXXX deposit. I have only ever sent money, a grand total of 2 times. One was a year ago, and the other was a transfer the week before for {$45.00}. Either way, what do returned deposits have to do with a fraudulent XXXX transfer out of the account for XXXX. I asked her to clarify, she put me on hold, and seemed to end the call. I called again and spoke to a more knowledgeable representative. She told me that the investigation showed as finished, but there was no liability determination made just yet. She asked me to call back on Monday, and was generally more helpful. I looked at similar cases of this happening to others, and there seems to be a trend of banks finding the victims liable. I also read that XXXX is covered by regulation e protections from other victims.
|
| 02/24/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
I became aware of 2 USAA accounts that were taken fraudulently in my name in XX/XX/XXXX. I notified USAA directly followed by sending them an identity theft affidavit generated with the FTC. I was unable to get USAA to correct the error. I then followed back up on XX/XX/XXXX and XX/XX/XXXX through certified service, proof of service attached separately. I once again formally disputed the ( 2 ) accounts, requesting them to adhere to both FDCPA and FCRA. Both times they failed to adhere to FDCPA and FCRA regulations by not responding.
I had informed them of the following as a result, " I am maintaining a careful record of my communications with you for the purpose of filing a complaint with the FTC and the Attorney Generals office, should you continue in your non-compliance of federal laws under the Fair Debt Collection Practices Act. I further remind you that you may be liable for your willful non-compliance, as per FDCPA 807. False or misleading representations [ 15 USC 1962e ] As you have now violated federal law, by not properly investigating within the required timeframe, and I have evidence of such, via certified mail receipts, you must now remove the item. Any other action ( or in-action ) on your behalf will result in a small claims action against your company.
I will be seeking {$5000.00} in damages for the following : 1. ) Defamation 2. ) Negligent Enablement of Identity Fraud 3. ) Violation of the Fair Credit Reporting Act I'm also aware that, " All accounts did not meet the Metro 2 compliance requirements for reporting accurate data. I included the FTC Advisory Opinion to XXXX ( XXXX ). In sum, it is our view that a CRA that always scrambles or truncates account ( or social security ) numbers does not technically comply with Section 609 because it does not provide accurate ( and perhaps not clear ) disclosure of all information in the file. They basically state that by not reporting the entire account number, they are not reporting 100 % accurate information as required by section 609 of the Fair Credit Reporting Act.
|
| 04/15/2017 |
Yes |
- Debt collection
- Credit card
|
- Cont'd attempts collect debt not owed
- Debt was paid
|
|
Web |
|
|
I was a customer of USAA for several years. I went through a divorce in XXXX and with the loss of income, I was unable to pay my bills in a timely manner. I had a vehicle repossessed b y USAA an d I was responsible for the remaining balance after an auction and a credit card. Unfortunately, this is where I do n't have a lot of details such as amounts, account numbers, etc. due to moving my home twice since. These debts were moved to a collection agency. I set up a settlement agreement with them and they withdrew {$250.00} a month from my account for I believe 36 months. This was to settle both accounts although I do n't know what amounts were being allocated toward repayment of those accounts. The last payment was withdrawn in XXXX XXXX . In XXXX XXXX I began to receive phone calls from a collection agency regarding this same debt. I advised it had been paid. I then contacte d USAA directly and they told me that my years of payments were NOT a settlement but only payments toward the debt. I KNOW it was a settlement agreement. It was all I could afford after my divorce and after many conversations with that collection agency, it 's what we came to an agreement on and I made every payment faithfully. I kept my side of this agreement. I have copies of the payments to prove it from my bank. USAA disagrees and is now reporting these balances to my credit reports as 90+ days past due with interest accruing monthly. This entire situation is in clear violation of the fair debt collection act and I need this resolved. These accounts are paid, albeit for less than the full amount, but they are paid. I nee d USAA to update their information and report accurately to the credit bureaus so I can continue to rebuild my life. The delinquencies from the period of time I was repaying this is accurate and will remain on my credit report for 7 years, however, the debt is settled for both USAA a ccounts. Please, I need the CFPB 's assistance in helping me to resolve this as attempts on my own have fallen on deaf ears.
|
| 10/26/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
Default and Opportunity to Cure Template To whom it may concern ; This is in reference to your financial institution response to my CFPB complaint # XXXX Be advised that my complaint was not a request for verification or validation of the Consumer Credit XXXX which will be constituting a dispute.
I respectfully requested your financial institution to Cease and Desist the sharing of my nonpublic personal information to nonaffiliated third parties, XXXX, XXXX, and XXXX.
pursuant to 15 USC 6809 ( 4 ) and 15 USC 6809 ( 5 ).
15 USC 6801 - Protection of nonpublic personal information.
15 USC 6801 ( a ) Privacy obligation policy It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information.
I submitted my complaint on XX/XX/2022 through the Consumer Financial Protection Bureau, because of the unfair, and deceptive practices that USAA SAVINGGS BANK use against Consumers like myself.
The provisions of 15 USC 6801 ( a ) state It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information.
I am attaching valid proof that your financial institution violated my consumer rights under the provisions of FCRA. I hereby grant USAA SAVINGS BANK, the opportunity to remedy this matter by doing the following things ; Deletion from all consumer reporting agencies Pay as per the attached invoice Respect my Rights as a Consumer Your financial institution USAA SAVINGS BANK, failed to respond to my request regarding the sharing of my nonpublic personal information to nonaffiliated third parties which is an infringement of my Consumer Rights. I will not hesitate to escalate this matter to a Federal Complaint if your financial institutions USAA SAVINGS BANK decide to ignore my request.
|
| 06/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
USAA BLOCKS CONSUMERS REPORTING FRAUD FOR UNFAIR FINANCIAL GAIN by " CREATING *new accounts " AND " LEAVING *not resolving fraud " CONSUMERS ARE LIABLE FOR FRAUD. My Complaint is Against USAA ID THEFT POLICY. I reported Ideninity Theft see attatched CLAIM DATE XX/XX/XXXX {$470.00} CREDIT CARD FRAUD CLAIM letter dated XX/XX/XXXX INVESTIGATION COMPLETED PROVISIONAL CREDITS MADE PERMANET. Statues Require Fraud Resolved in 2 billing periods is Ignored. USAA HAS NOT PROVIDED PERMANET CREDITS FOR THIS FRAUD YET. I COMPLAINED XX/XX/XXXX NO CREDITS PROVIDED YET. I was sent to the ID THEFT DEPT spoke to XXXX who claimed he made a report. Suddenly, * After our Convesation USAA REFUSED TO AUTHENTICATE ME NO ACCESS TO ANY DEPT REQUIRING I REBUILD MY PROFILE BY SENDING A DRS LICENSE. ** Kindly Note I DISCOVERED I DID NOT OPEN THIS ACCOUNT. I DID NOT SEND IN MY LICENSE. USAA EVENTUALLY GAVE ACCESS AGAIN. see attatched 1099-C CANCELLATION OF DEBT IRS MC XXXX Kindly Note CLEARLY STATES BOX 5 Borrower " WAS " Personally Liable XX/XX/XXXX. USAA DID NOT CLOSE THIS ACCOUNT REPORTED IT DELIQUENT AND SOLD IT. ** THIS OPENED NEW ACCOUNT MC end XXXX FRAUDULENTLY & Visa XXXX XXXX FRAUDULENTLY. XX/XX/XXXX I am able to be Authenticated again AFTER USAA ID THEFT BLOCK WAS PREVIOULY IN EFFECT and I call in to ID THEFT TO REPORT MC end XXXX Explaining to XXXX Usaa Rep all the above I DID NOT OPEN THIS ACCOUNT and I am told to call back to another deptment. I CALL XXXX WALL!!! I call back and I AM UNABLE TO BE AUTHENTICATED ONCE AGAIN REQUIRING ** I SEND MY DRS. LICENCE ON AN ACCOUNT " I did NOT OPEN " Some old fraud was just paid by usaa XX/XX/XXXX {$460.00} AFTER THIS ID THEFT ACCOUNT IS DELIQUENT as the XXXX Account. USAA BLOCKS CONSUMERS RESOLVE OF THEFT AND CREATES MORE THEFT OPENING FRAUDULENT ACCOUNTS See attatched ID THEFT case XXXX USAA COLLECTS ON THIS BLOCKED ID THEFT ACCOUNT ILLEGALLY. IT WAS ILLEGALLY OPENED USING MY PRIVATE SECURE DATA OF ACCOUNT CLOSED CANCELLATION DEBT MC end XXXX XX/XX/XXXX. They need Drs License??? They know I DID NOT OPEN.
|
| 10/31/2017 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
I am a XXXX Veteran. I was contacted by USAA and told that I was pre approved for a mortgage, and they assisted me with figuring out monthly payments, and a GFE.
The told me about the program that the government has regarding discounted home taxes. They asked me my XXXX amount, ( 60 % ) and told me that my house taxes would be reduces by that amount. When the qualified me for the loan, and I found a home they used that number for the taxes, and it greatly reduced my monthly payment.
At no time, did they ever explain any other parameters for that program., or state that the taxes had any chance of not being reduced by 60 %. The link they even sent me for the government program, does not say the taxes are subject to any other local parameters.
After I closed in XXXX, I then found out that the tax exemptions have to be filed for by a certain time to be counted for the following year. Because I closed in XXXX, it was already past that point.
I filed, and the earliest they tax exemption I would get was now 1 1/2 years away.
I made arrangements to pay the mortgage payment that was now {$2400.00}, not the {$1400.00} they estimated me, for the time being.
When I filed for the tax break, they could not confirm the amount, and stated I had to wait until it kicked in, next year.
When the " tax break '' finally kicked in, I found that it was a 60 % reduction on state and federal only, NOT school, which was the bulk of the taxes.
my tax break was barley {$1000.00}. which I get in a lump sum, and my payment is still $ 2450 monthly!
Each school district decides how much of a break, if any, to give. This was never even mentioned to me- and would have greatly effected my decision on where I purchased my home.
I am now stuck with this {$2400.00} payment, and just barley making the payments every month.
I am a single mom, XXXX veteran, on a fixed budget. Not fully explaining this program, and providing me with monthly payment estimates, and qualifying me for a loan based on a number they had no control over- was completely unethical.
|
| 11/01/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I purchased a product from a vendor. The vendor sent a damaged product. The product was returned to the vendor. The vendor refused to honor their return policy and refused to issue refund because of a " system '' issue. The vendor specifically said to contact my bank and deal with it through them.
I contacted USAA and filed a claim for the transaction, offering them documentation. USAA refused wanting any documentation. The issued a temp credit to my account.
USAA then reversed the temp credit, claiming I had not provided any documentation. They did not notify me of their request for documentation, after refusing to accept it when I first submitted the claim. When I learned that they had posted the request to my online account, I immediately provided all requested documentation, uploading the images and screenshot to their online portal as instructed.
They did not reissue the credit. I have called more than a dozen times to get it fixed. USAA continues to say they will call me back, but they never do.
Today, I took time off from work to call USAA to address this. I was on hold for XXXX hour and XXXX minutes before someone picked up. I spoke to XXXX at USAA resolution team. She said that too much time had past and the USAA Dispute Department was refusing to address it any further. Didn't matter that I had tried, over and over and over, to get USAA to take my calls and get it fixed, that I had been told over and over I would hear back from USAA about it and never did. They are refusing to proceed further and refusing to escalate to a supervisor or manager.
USAA is in violation of their banking customer policy. I was in touch, or attempting to be in touch, on a regular basis since the first contact. It was USAA who dropped the ball and are now refusing to pick it back up. I have been a lifelong customer of USAA. In the last two months, it has been LITERALLY IMPOSSIBLE to get through to anyone on their phone system. I had to take time off from work to make the call today in order to be able to stay on hold for so long.
|
| 04/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
XXXX XX/XX/XXXX ~ {$400.00} XXXX XX/XX/XXXX ~ {$500.00} XXXX XX/XX/XXXX ~ {$500.00} XXXX XX/XX/XXXX ~ {$1000.00} This amount of monies was taken from my account by scammers who hacked into my computer and took complete control of my computer, and I had to have the XXXX XXXX from XXXX XXXX come into my home and I had to completely shut down my computer and not use it and cancel all of my appointments over the internet with my providers. They had also hacked into my cell phone and I had to call XXXX for them to do a scan and get things cleared up in my phone, as well.
Because my bank says that I provided my PIN each time a transaction was done they say that I was part of the scam and they do not TOLERATE scams, and they took back the provisional monies that they deposited into my account and they refused to give me back my monies.
This all started on XX/XX/2022, with me getting a call from scammers pretending to be XXXX, and them describing my printer and them telling me of a new program that they have, and I thought that it was a great program and I had no idea what I was doing, but I had opened the door and let them in and they put more than XXXX files on my computer and took complete control of my computer and I had to jump through hoops to get the control back from XXXX to prove that it was me.
The real XXXX did contact me as the scammers had blocked their calls but after XXXX cleared my phone I talked with them, and they told me to go to the police which I did and they have everything locked in their headquarters as the scammers wanted me to destroy the cards that I had bought but I refused. I am not able to find the police report that they gave me, but the scammers even called me while I was at the police station, and they heard the call and told me to block them.
I had the claim with my bank reopened as one gentleman told me it was obvious that I was not a part of what was happening and that I was taken advantage of but my bank still insists that I was part of the scam and they are refusing to refund my monies.
|
| 05/15/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
We were approved for a conventional loan for a single-family home on acreage, only to be told two weeks prior to closing that the mortgage company would not be able to fund the loan given the property type. During the mortgage application process, we disclosed the property was a modular home on a permanent foundation ( as described on the listing ), and there was no mention of the possibility that the lender may not be able to proceed until the appraisal was ordered and submitted. The appraiser was not even able to upload the appraisal, without the appropriate form needed -- as it was determined to be a " manufactured '' residence. Several days passed with no word from the mortgage company in regards to the status of being able to proceed, as they scrambled to pull the tax records on the property ( what they should have done previously ) and review their own lending policies only to arrive at the decision that they could NOT provide the loan. Devastated by the news that we would have to seek out another lender in the eleventh hour and plead for an extension due to this enormous oversight -- we requested a refund for the appraisal, as it should not have been ordered in the first place if the several loan officers we spoke with had done their due diligence. They responded by blaming our real estate agent, denying that we had provided advance notice of the property type to the initial loan officer ( after only pulling one phone conversation of several ), and stated that a refund was not in order as it would violate " Fair Lending '' laws and regulations. We wasted several precious days waiting for USAA to piece together their story in radio silence -- only getting bits and pieces of elusive responses when saturating them with calls and emails. The complete lack of professionalism, courtesy, and general competency was beyond infuriating. We should have been made aware of their inability to do business much sooner, and are incredibly disappointed in the lack of attention that has cost us our time, money, and possibly, our house.
|
| 05/24/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Changes in terms mid-deal or after closing
|
|
Web |
Servicemember |
|
On XXXX XXXX 2017, I applied for pre-approval for an auto loan from my bank, USAA. I was preapproved for a range from {$40000.00} - {$6000.00}. Right on the web site it said that this was only a preapproval and I was not guaranteed any specific amount until I selected a vehicle and finalized the loan with a USAA loan officer while I was at the dealership. The next day XXXX XXXX 2017, I did every step that USAA said to do, went to the dealership, and finished by talking on the phone with a lady who represented herself as a USAA loan officer whi le sitting at the dealership. I gave the loan officer the VIN number of the vehicle, permission to pull my credit report, and all the other information she requested. At the end of the conversation she guaranteed me a final loan amo unt ( {$43000.00} ), term ( 84 mon ths ), and rate ( 3.8 4 % ). I asked her to confirm the rate and term several times in front of the dealership financial manager. Based on the guaranteed rate and term provided by the USAA Loan Officer, I closed the deal and purchased the vehicle. After four days ( when it is too late to return the vehicle without penalty ), USAA sent me a document entitled " Addendum to Note, Disclosure, and Security Agreement, '' with a completely different rate and term than the ones I had finalized with the " Loan Officer. '' I immediately called USAA, and they refused to adjust the rate and term to the one agreed to by their representative, because they said I had already agreed to a rate and term the night before I went to the dealership, and the " Loan Officer '' had no authority to supersede that on the phone. I understood the work I had done the night before to be a preliminary preapproval and that the loan terms would be finalized on the phone with the USAA Loan Officer just as we did. Otherwise, what would be the point of the phone call? I believe this to be a fraudulent, " Bait-and-Switch '' tactic to switch people into whatever rate and term are most advantageous to USAA after the loan has been negotiated.
|
| 02/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX USAA refuses to send fraud reports of {$1.00}, XXXX UNRESOLVED FRAUD on my accounts. See attatched FRAUD LETTER XX/XX/XXXX {$470.00} fraud claim date XX/XX/XXXX. Ten months AFTER fraud of {$470.00} until investigation is complete and temporary credits now become permanet. ( ** How do permanet credits apply to the balance of XX/XX/XXXX which was {$470.00} CALCULATED TEN MONTHS PRIOR? ) XXXX XXXX {$120.00} & XXXX {$210.00} ARE NOT INCLUDED IN THE {$470.00}. These transactions I reported UNAUTHORIZED that TOTAL the {$470.00} are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$470.00} The XXXX XXXX {$120.00} & The XXXX {$210.00} ARE * NOT INCLUDED IN FRAUD I REPORTED XX/XX/XXXX. XXXX attatched XX/XX/XXXX statement XXXX {$170.00} XXXX {$170.00} XXXX {$340.00} USAA began fraud investigations XX/XX/XXXX, XXXX attatched XX/XX/XXXX statement. See attatched Fraud Letter of XX/XX/XXXX {$12.00} & Fraud Letter of XX/XX/XXXX {$12.00} & of XX/XX/XXXX {$49.00} & of XX/XX/XXXX {$10.00} XXXX XXXX XXXX XXXX TOTAL {$150.00}. See attatched Statement of XX/XX/XXXX XX/XX/XXXX NEW CHARGES NOT CREDITS OF {$340.00} & NEW CHARGES NOT CREDITS of XX/XX/XXXX, XXXX XX/XX/XXXX Purchases {$470.00} = TOTALS {$810.00} NEW CHARGES NO PERMANET CREDITS. XX/XX/XXXX the disputes USAA converted from fraud I reported XX/XX/XXXX were NOT IN MY FAVOR PUT BACK ON CARD XX/XX/XXXX. Then ( 5 ) Five months later USAA letter of XX/XX/XXXX SAYS transactions are UNAUTHORIZED. They can not be both UNAUTHORIZED & NOT IN MY FAVOR TOO?? I DO NIT BELIEVE USAA INVESTIGATED FRAUDC XX/XX/XXXX STATEMENT {$470.00} THERE ARE ARE NO TEMPORARY CREDITS TO MAKE PERMANET?? XXXX USAA DENIED ME THE RIGHT TO REPORT FRAUD XX/XX/XXXX CONVERTING what I reported fraud INTO DISPUTES THAT REVERSED CREDITS OF {$1.00}, XXXX NO USAA CREDITS EVER GIVEN. {$470.00} XX/XX/XXXX + $ XXXX $ XXXX XXXX {$340.00} XXXX XXXX XXXX XXXX = TOTAL. {$1.00}, XXXX UNRESOLVED FRAUD FROM XX/XX/XXXX TO XX/XX/XXXX AND {$1.00}, XXXX REVERSED CREDITS of DISPUTES NOT IN MY FAVOR?? USAA FRAUDS.
|
| 06/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I reached out to USAA on XX/XX/2023 to request a temporary increase to my daily transaction limit so I could complete a one time purchase. I was told that I could not increase my transaction limit due to an " xp '' code placed on my account. So I was forced to complete the large purchase using a completely different card and account. After I did so, I went back to my USAA account and attempted to transfer the funds to cover the the large purchase into another account to cover the large purchase. However when i attempted to transfer the funds from my USAA account electronically I was not able to do so. I then attempted to transfer the funds via XXXX transfer and USAA would not allow me to use XXXX either. I spoke to 3 different agents with USAA in an effort to successfully transfer MY OWN MONEY out the USAA account and into my account at another institution but they all state that my account is restricted from these types of transfers for at least six months!!! I have $ XXXX in my USAA account which I need to access and transfer to another account and USAA is not allowing me the ability to do so and they are essentially holding my money hostage. On XX/XX/2023 I spoke to XXXX with the " member resolution department '' and I asked her how I could withdraw all my funds and close my USAA account immediately and she advised that was impossible and the only way to do that would be to wait for a check to be sent from corporate. I am essentially being restricted from accessing my own money by USAA and their unethical " policies ''. I was also told I could go into any physical bank and request a cash advance from my debit card and I asked if I could withdraw all of my funds this way, of course I was told no as my cash advance limit was only $ XXXX and could not be raised. USAA is 100 % holding my own money hostage from me and this type of practice can not be allowed to continue at the expense of regular people. I've wasted hours over the past two days simply trying to access my OWN MONEY but USAA is preventing me from doing that.
|
| 02/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I had a credit card with USAA and on XXXX XXXX, XXXX, paid off the entire balance of {$4100.00}. Around XX/XX/XXXX, I received a statement with {$33.00} in finance charges. I was not expecting this because every month the finance charges were assessed at the end of the billing cycle between the XXXX - XXXX, which is when I made the payoff payment, I called to question the finance charges and ask for them to be reversed. The representative would not reverse the charges and was very rude to me. I refused to pay the finance charges and closed my account. A few days later, on XX/XX/XXXX, the finance charges were automatically taken out of my checking account without my authorization. I called USAA to make a complaint and was told I had to wait 10 days. I made a complaint with my bank, and on XXXX XXXX, XXXX, the money was returned, but the credit card account was hit with a return check fee of {$25.00} and an interest charge of {$.00}, and nothing had been done regarding the fraud. Today, XXXX XXXX, XXXX, I see a credit in my checking account with the description XXXX XXXX XXXX for {$33.00}. which made me check my USAA account where I see all the charges, I again call USAA to explain the situation and ask for the finance charges and fees to be reversed. The USAA rep took a record of my complaint and transferred me to another dept. This happened several times until I reached their fraud dept. USAA 's fraud dept refunded me {$50.00}, leaving a {$9.00} balance on the credit card, still insisting I owed the finance charges and again did nothing regarding their fraudulent act of making unauthorized automatic payments from my checking account.
I had authorized payments scheduled to come out on the XXXX of the month. I turned them off in XXXX before I made my payoff payment. There was no automatic payment on XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX, only the unauthorized one on XX/XX/XXXX.
USAA may say I owe them finance charges, which I do not, but they have no right to take money from my checking account without my authorization.
|
| 01/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Delay in processing application
|
|
Web |
Servicemember |
|
I applied for a credit card on XX/XX/XXXX. USAA pulled my credit report from XXXX on XX/XX/XXXX.
USAA was instructed, by XXXX, to verify my identity via this statement that is on my report that was given to USAA : Personal statement ( s ) XX/XX/XXXX & XX/XX/XXXX XXXX ID SECURITY ALERT : FRAUDULENT APPLICATIONS MAY BE SUBMITTED IN MY NAME OR MY IDENTITY MAY HAVE BEEN USED WITHOUT MY CONSENT TO FRAUDULENTLY OBTAIN GOODS OR SERVICES. DO NOT EXTEND CREDIT WITHOUT FIRST VERIFYING THE IDENTITY OF THE APPLICANT. THIS SECURITY ALERT WILL BE MAINTAINED FOR 1 YEAR BEGINNING XXXX.
USAA never called to verify my identity. Nor did they send me an email, message through the portal, or mail.
I called USAA to verify my identity, as they have already pulled my credit and negatively affected my credit score and my ability to get any further financing on XX/XX/XXXX at XXXX and the call was recorded via USAA XXXX
The rep from USAA, XXXX, told me it that USAA could not reach me via my phone number, even though it was listed on the XXXX report, my USAA portal ( which I authorized any branch of USAA to access via the my only preferences ), and was even listed on the credit app. My phone has been working fine. USAA did not leave a voicemail or even notify me they attempted to call in any other forms of communication.
I asked to verify the information during the same call on XX/XX/XXXX at XXXX. XXXX told me I could not and the application would not move further and there was 'no other way around it '. She also refused to remove the credit inquiry.
I then asked to be escalated to her manager, and she denied, and said I could only talk to another department. I talked to the XXXX employee XXXX and she also gave me the same information.
USAA refuses to accept or deny my application as of now and refuses to remove the inquiry.
I will seek legal damages as USAA is violating my rights, causing me tremendous stress, and negatively impacting my financial future. More so, it's representatives are argumentative and untrained/uneducated.
|
| 09/04/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
Servicemember |
|
I have a power of attorney set up with USAA Federal Savings bank for my sister to make payments and do all things pertaining to on an automobile and the automobile loan. ( I am in the military and have orders assigning me to XXXX XXXX. ) When the person called to set up automatic payments she was told that automatic payments were scheduled. The automatic payments never came out of the account. When she called to try to make a payment over the phone the company did not honor the POA. They did not allow her to make payments and constantly told her that the POA was not sufficient. This caused the account to become 90 days late and go to collections. I did not receive any documents in a timely manner to my current address to be able to address the missed payments before it was sent to collections. When I called to find out why the loan was sent to collections, I was told that they no longer have any information on the loan. They also could not tell me who to call to address the debt. When I received a letter from the collections agency I gave the information to my sister. The collections agency refused to speak with my sister or honor the POA. The collections agency told her that the debt was being sent back to USAA. The specialty department at USAA who supposedly took over the debt also refuses to speak to my sister ( POA ) to resolve the missed payments or allow her to make payments to resolve the debt. When I called USAA to get the information on who to speak to regarding why no one will allow my sister to my payments or access the needed information, I was referred to a specialty department that was closed. The fact that USAA has refused to honor the POA or allow my sister to make payments has resulted in the account to be 90 days late and sent to collections. This has damaged my credit score and is jeopardizing my security clearance with the military. USAA has two POAs on file. One was a POA specific to USAA and the latest POA was completed by the XXXX legal office. The latest POA has been attached to the complaint.
|
| 12/21/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
Apparently yesterday XX/XX/XXXX, there was two checks deposited into my account without my permission. One for {$8500.00} and the other for {$5000.00}, a total of {$13000.00}. Were in debt XXXX due to this. Funds were moved around and sent to my XXXX which was also used. I tried calling USAA to let them know it wasnt my husband or I. I told them when I went to the grocery store to get some food and stuff for my son my debit card declined. I usually have some money in my XXXX so I used that in the time being. When I got into my vehicle and tried to log in to my bank app ( USAA ) it said my account was locked. When I got home I called the number it gave me and I was on hold for an hour and a half or so. I hung up in hopes I would have better luck of getting someone to answer soon. I was on hold for another 3 hrs and 48 mins. I was informed that everything was pretty much coming from my phone. That the checks were deposited from my device and in XXXX. I told them it wasnt me. They informed not much can do since they dont have much evidence from me to prove it wasnt me. My XXXX was hacked and my XXXX too. I deleted XXXX in hopes to put a stop to the culprit from its wrongdoings. Ive tried calling XXXX to inform them not to release the funds to them. They said they have a high volume of calls and I need to go through the app but I am having a hard time recovering the account in order to file a complaint. I recent called USAA again was told I have to wait another 3 hours. I have to call them once again in the morning and hoping I dont have to wait 6 and a half or more hours to get to the bottom of my situation. Hackers are so advanced now a days and can figure out how to make it seems my phone was being used from the same location and everything. Im the victim and my family and I are being punished for someone elses actions. I dont have access to my account nor my funds. God forbid something happens and I dont have access to my money to take care of my family and I. Were in the hole for XXXX and its completely unfair!
|
| 06/29/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I had another USAA member send me {$4000.00} on XX/XX/19. He asked to purchase bitcoin from me. I am a well known investor in bitcoin and I have a great reputation. Anyway, I didn't want to do this as a member to member transfer, but a wire.
Eventually after he sent me a drivers license and selfie, and called me from a registered landline, I agreed to it. He was of clear mind, not intoxicated, and knew what bitcoin was. He said he wasn't purchasing it for anyone else.
USAA only allows members to send up to {$1000.00} using XXXX by the mobile app. In order to send {$4000.00} to another member, he had to call in and get verified by USAA. They do this by sending a text to his phone and having him read the numbers back.
The money was transferred to me, and I released the bitcoin to him.
The next day, I called into USAA because I was worried maybe someone might have been running a romance scam with this guy or doing something else shady. If he had been scammed in some way, I didn't want him to lose any more money. He had around 25-30K in his account and I didn't want him to lose it all. If he was really scammed and not of sound mind, I would even send the money back.
USAA however, chose to be dishonest with me. They came back me and said, " The member said his computer was hacked and that is how the money was transferred ''.
This is not possible, USAA is covering something up.
They chose to close my accounts and stop doing business with me over this money transfer. In this case, I would like my {$4000.00} back. Otherwise I will sue for it because I only authorized return of the money in case of a scam, not lies saying his computer was hacked. If his computer was hacked, the most he could have transferred was {$1000.00}. He called in on the phone, got thoroughly identified by USAA and the agent transferred the money to me.
I don't mind returning money when someone is being taken advantage of, but clearly I am the victim here of a scam ... .One in which USAA has chosen to take the scammer 's side for some reason.
|
| 09/07/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I am missing the following payments regarding my VA mortgage loan as well attaching screenshot regarding XXXX once again has inaccurate information that my property has recently been in a natural disaster within the past week. I have again contacted FEMA and my homeowner 's insurance company in which they stated should not have been submitted because this is false information. They are now as well both involved since this continues showing up by the person behind the computer screen at your company intentionally adding this after each CFPB complaint that I file.
The following months are missing on my credit report in which I have the signed and cash checks by your company : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX.
I was told via tape conversations you may want to pull through your company that after forbearance. All payments would be submitted that are missing for the year XX/XX/XXXX. You now tell me that if you submit the payments you will mark them as late however I was not told they will be marked as late since XXXX XXXX misguided me at the beginning of this entire process. How am I to do as XXXX XXXX stated refinance my home when my personal bank XXXX XXXX needs to show that my credit report matches the payment history you submitted to me via email late last week there are missing payments 13 as of today with the credit bureaus.
On one bureau report there are payments that were being reported during the forbearance. Yet on another Bureau report there are not. Regardless natural disaster is a false report an allegation that needs to be removed immediately off of XXXX and any other Bureau at the person behind the computer screen submitted the report. I also need missing payments reported and I'm not talkin late payments because I have been miss guided through this entire process while your representative XXXX XXXX almost 18 months ago. It was your company that was an admittance that XXXX XXXX misguided me and remove me from forbearance I'm making my last payment and removing forbearance from the loan.
|
| 09/03/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
It's been more then 90 days since I send out letter with no response until much later date.
I have been trying to take care of the account but can not do it online nor over the phone. So there seem to be no way to make the payment. They make it very difficult to take of this account. And it's affecting my credit all this time.
I intend to pursue litigation in accordance with the FCRA to seek relief and recover all monetary damages that I may be entitled to under Section 616 and Section 617 if the UNVERIFIED items listed below are not deleted immediately. A copy of this letter as well as copies of the three written letters sent to you previously will also become part of a formal complaint to the Federal Trade Commission and shall be used as evidence in pending litigation provided you fail to comply with this offer of settlement. Despite three written requests, the unverified items listed below still remain on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is mine and is correct. In the results of your investigations, you stated in writing that you verified that these items are being reported correctly? Who verified these accounts? You have NOT provided me a copy of ANY original documentation ( a consumer contract with my signature on it ) as required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ). Furthermore you have failed to provide the method of verification as required under Section 611 ( a ) ( 7 ). Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified. The law is very clear as to the Civil liability and the remedy available to me ( Section 616 & 617 ) if you fail to comply with Federal Law. I am a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the FCRA. Certified Mail tracking # XXXX XXXX XXXX XXXX XXXX of the last letter,
|
| 12/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Someone stole my credit card number two months ago and USAA has been giving me the runaround ever since. Their fraud alerts knew it was fraudulent, as they are the ones who originally alerted me to the issue at the end of XXXX. I immediately called them and had them cancel my card and supposedly they filed a claim. I didn't get my temporary funds back and never got a confirmation of the claim and had to call back four times over two weeks. Finally they got the claim processed in XXXX and gave me the temporary funds.
It took them two months before finally coming back last week and saying the {$5.00} charge was fraudulent but the {$400.00} charge was not. These charges were made within minutes of each other all by the same scammer. I called the merchant where the {$400.00} charge was made and it took them only 10 minutes to confirm it was absolutely fraud, that despite the person having my credit card number and address to process the payment, they were at a completely different address three hours away from me and had used 5 different cards all from different people to pay for multiple orders.
I have now been calling USAA for four days in a row to attempt to get in touch with someone who I can conference in with the merchant so the merchant can confirm the fraud and get me a refund. They are giving me the runaround again. They said they would provide me with the documents they used to claim the fraud wasn't fraudulent but they didn't. They said a fraud specialist would call me from the fraud department but they didn't. They also took the funds back out of my account this morning. When I called again to express my exasperation they gave me the exact same spiel that they did the first time I called and said they would schedule a call back.
This behavior is reprehensible. Not only have they massively mishandled this claim from day one they are now massively mishandling my attempts to prove the fraud and get my money back. They called me a lair and stole from me. I need your help in making this right please, CFPB.
|
| 12/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
History of theft : On the XX/XX/XXXX statement from our bank. We noticed three preauthorized withdrawals from our checking account issued to USAA. We have no relationship with your company. We contacted both our bank and USAA. The persons at USAA would provide no information or assistance as we are not members.
My wife & I researched these withdrawals back through our old statements. We found that the first theft started on the statement of XX/XX/XXXX in the amount of {$180.00}. The second theft amount {$200.00} appeared on the statement of XX/XX/XXXX. The third theft amount {$150.00} appeared on the statement of XX/XX/XXXX. These thefts happened every month until we had to close our account on XX/XX/XXXX.
We filed a police report with the XXXX XXXX Ga Sheriff dept # XXXX. I contacted USAA again on XX/XX/XXXX again to attempt to get assistance as additional withdrawal requests had been sent to our old account. Again no help from USAA.
We learned from the Sheriffs Investigator that he was having difficulty getting information from USAA. On XX/XX/XXXX I spent 56 minutes on the phone attempting to get assistance from USAA, again no help. Finally on XX/XX/XXXX I was able to talk to a USAA Investigator named XXXX at extension # XXXX. He took the case information and my contact information.
At no time did my wife or I give USAA consent to remove moneys from our account for any purpose. We have given USAA time and multiple notifications to correct this issue.
We sought help from the Georgia Office of Insurance. We filed a complaint and after two weeks a USAA rep called us. We were advised again that USAA would not help us as we are not customers. The young lady advised us to take this issue up with our bank. We had done this at the beginning.
On XX/XX/XXXX USAA sent a letter to the Insurance Commissioner stating that since we are not USAA insurance customers the Insurance Dept had no jurisdiction over this matter.
As seniors we find this lack of responsibility shameful. We need assistance to recover these funds.
|
| 05/24/2016 |
Yes |
|
|
|
Web |
|
|
This is a very very serious situation with USAA SAVINGS BANK and their credit card department and insurance department and bank department. Due to their horrible credit card department and every department USAA illegally put our credit card in collections. This situation can be proved in court of law and we will not rest until USAA takes care of this. This is the most unprofessional, thieving company that disrespects it clientele and does n't care if people are dieing, homeless, careers ruined or what not from their illegal and highly irrational behavior. In 2012 myself and my co-signer illustrated we were idenity theft through our banking account and lost over {$35000.00}. A person was arrested and we filled out police report. Usaa then shut our accounts down banking and held on to our money for over a month without reason why. This caused a huge rift in our fiances, then we noticed our USAA CREDIT CARD had tons of suspicious activity similiar to banking accounts, well USAA instead of helping us when we asked, they decided to just put our credit card in collections illegally when we were paying more than balance owed on it and I never had missed a payment in over XXXX years. Usaa exhibits this illegal and highly ruthless behavior and when asked to fix it they give the public a blanket statement WE LOOKED INTO AND FOUND NOTHING WRONG. That is it, well there is something wrong. We had FEDERAL TRADE COMMISSION, ATTORNEY GENERAL OFFICE and many other government agencies federal and state. USAA needs to not only be highly investigated and class action lawsuits started but every customer needs be aware. I been with them for 20 years and I lost my whole life and my partner is XXXX cause of their illegal behavior and this needs to be taking all way to to congress if not fixed. I will keep this on this site and go to every agency if not fixed properly. And I understand you have to give them 45 days, I will personally feel I need see a fix in 15 days. I never seen a company behave so illegally and get away with so much.
|
| 08/01/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
I am writing to lodge a formal complaint regarding a disputed account on my credit report, which is adversely affecting my credit history. The account in question is related to an auto loan with USAA, and I strongly believe that they are inaccurately reporting a balance despite agreeing to a settlement.
Account Information : Creditor Name : USAA Details of Dispute : On XX/XX/2022, I entered into a settlement agreement with USAA to resolve the outstanding balance on my auto loan. Per the terms of the settlement, I paid the agreed-upon settlement amount, which was accepted and acknowledged by USAA as full satisfaction of the debt owed. I have copies of all relevant documents, including the settlement agreement and proof of payment, for your reference.
Despite the settlement and full payment made, I am dismayed to discover that USAA continues to report a balance on this account. This reporting error is unjustifiably harming my credit score and affecting my ability to obtain credit and loans at reasonable terms. It is my understanding that once a settlement has been reached, the balance should reflect as {$0.00} on my credit reports, indicating that the debt has been fully resolved.
Steps Taken to Resolve the Issue : I have attempted to resolve this matter with USAA directly by contacting their customer service department on multiple occasions. However, my efforts have been met with unsatisfactory responses, delays, and lack of action. Despite providing evidence of the settlement, they have failed to correct the erroneous reporting on my credit file.
Request for Action : I kindly request the Consumer Financial Protection Bureau to investigate this matter and intervene on my behalf. I ask that you ensure USAA updates their reporting to accurately reflect the settled status of the account and show a balance of {$0.00}. Furthermore, I request that appropriate measures be taken to prevent such inaccuracies from recurring and negatively impacting other consumers.
Thank you for your assistance in this matter.
|
| 03/12/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX some orders showed up on my USAA Federal Savings Bank XXXX account. These charges originated from XXXX and XXXX. I immediately contacted XXXX and USAA and XXXX to report the fraud. USAA was contacted on XX/XX/XXXX and the temporary credit appeared on XX/XX/XXXX. I was not at home at the time and arrived back home on XX/XX/XXXX. The bulk of the items were delivered on XX/XX/XXXX but were not present when I arrived home on XX/XX/XXXX. I reported this to XXXX and XXXX as well as USAA. On XX/XX/XXXX the Debit Card Recovery reversal in the amount of {$1900.00} appeared on my USAA account. I received a letter on XX/XX/XXXX stating that 6 of the seven items that were claimed as fraud were found to be not fraud and one item was found to be fraud. USAA finally ensured that the affidavit was sent to me as well as supporting documents after the decision on XX/XX/XXXX and XX/XX/XXXX. I was told by the Fraud Claims Department that submitting the affidavit will do nothing to change the decision already made. I also attempted from XX/XX/XXXX onward to contact XXXX and XXXX to settle this matter. Both XXXX and XXXX stated that because the fraud claim was submitted to USAA for the Debit card fraud that it was impossible to submit claims with their companies. Even though I followed the procedure of the Bank and XXXX and XXXX by reporting this fraud immediately, They continue to deny fraud occurred. I believe that saving my XXXX card Credit card information on XXXX as well as poor security measures is what caused the fraud to occur.. I have exhausted all avenues of settlement and desperately need help in settling this matter. Returning the {$1900.00} to my account is the only fair resolution in this matter. I followed the procedure and immediately reported the fraud and yet I am being held responsible for the disappearance of the packages that did not order in the first place. I believe that saving my Debit card Credit card information on XXXX as well as poor security measures is what caused the fraud to occur.
|
| 03/28/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
I received a check from what i thought was to be my new job and deposited it before doing any work or spending the money i called USAA to verify everything was good to go since this was my very first job outside of the XXXX and had never dealt with payment from anyone else. The funds were available immediately and I asked the USAA representative if I needed to wait on anything else or is it that once the money is there it has been cleared The USAA representative let me know that everything was good to go and there was nothing further that would need to be done. This happened about a total of 4 times all to find out that i was being scammed and the only reason i found out is because i called and asked a question to USAA after that i have been given nothing but the run around with XXXX member being very understanding while she filed a second fraud alert for me she stated she did n't know why i was given false information and why they did n't check into it when i initially had inquired about the situation. She said the only notes on my account stated that I would be reliable regardless of it being a fraud/scam case because it was my account. She tried to get in contact with someone in management yet was not able to. Every time I call USAA i am given the run around leaving me with the burden of fixing what they failed to do. I am beyond frustrated and out of all my money. They do not seem to care one bit nor have they tried in anyway to resolve this issue. I was given checks from a closed account which were returned on XX/XX/XXXX. This is now a FBI investigation case because it is happening without the companies knowledge and outside of state lines. It is occurring in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. I have been told by my legal assistant that usually the bank makes the customer whole but it is up to the bank. I feel that i banked with USAA not only because I am an XXXX but because as a bank i would think they would verify things that would keep my money and myself safe from such situations.
|
| 07/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
In XX/XX/XXXX Usaa had an error for many users in its auto pay system. They told this directly to me. My payment was not collected and I was not notified about the missing payment. Typically I would be emailed a statement and then called several times before a 30 day period had passed. there system however never showed the payment as missed. The only reason I realized the payment had not been made was due to my credit score dropping about 150 points due to the 30 day late payment they reported to the credit bureaus. I immediately called and made my payment but even then they did not see the missed payment flagged and I had at that point already auto paid two other months. They offered to pay my late fees which they then realized didn't exist because the system never processed the missed payment as missed and then told me I needed to file a dispute with the credit bureaus in order to clear my late payment history and restore my good credit. I did this and waited the 30 days. They sent me a letter about 35 days later telling me they denied my request so I called them, the average hold time is about 40 - 120 min. The agent I called on the first second a third times over the next two weeks all told me that Usaa had indeed sided with me in the dispute and that my credit report should return to normal. Two days ago I called again on XX/XX/2021 because my consumer report that they told me to order to prove that my score would go back to normal still showed the late payment. I pushed hard with the agent I got and was able to escalate to an advanced soultions team who were able to verify that the letter they has sent me was indeed the ruling that usaa had made and that he wasnt sure why the other agents had told me otherwise and that he didnt know and couldn't find out why Usaa had ruled that way and that all I could do was file the same dispute again. I spent more than 14 hours of time on HOLD trying to talk to Usaa just trying to figure out what was going on and there is no other recourse other than this report.
|
| 04/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
In the summer of 2018 I received an email from USAA, my credit card company stating there had been a change completed to my account. Once I logged on, the company had reduced my credit limit from {$18000.00} to {$2500.00}. They said they ran a random check of my credit report and lowered based on the score. Now, this is not a brand new card. I've had and used this credit card my entire adult life ... Well over 30 years. I never have had my credit lowered by any company. In addition, I know I had taken a hit on my credit score so I wanted to improve my income to debt ratio. I paid off my entire balance with USAA in 2018. My balance was approximately {$14000.00}. Due to the company lowering my credit limit, it lowered my credit score drastically. Thus, as I have been actively working to improve my credit score, USAA continues to thwart my efforts by lowering my credit limit. It completely affected my income to debt ratio, which is why I paid off the debt completely. I could still be running a balance with USAA and they would not have touched my credit limit.
I believe USAA is manipulating it's credit to it's members. I had USAA for my homeowners insurance and I dropped their coverage. Shortly after this, they lowered my credit limit.
Since my credit limit was lowered by over {$15000.00}, I've had to work to try to improve my income to debt ratio. {$2500.00} was not much for me to use. I have newer cards where I was automatically given a {$5000.00} credit limit. Twice as much as USAA authorized for a 30 year member. It was improving my income to debt ratio.
This weekend, USAA continues their deliberate attacks upon my credit again by lowering my credit limit to just {$500.00}. This time it is for non-use of the card. This is ridiculous. I've been with them for over 30 years. It's probably been close to a decade or longer where I had a late payment. I still have their auto insurance. My payments with my other accounts are on time.
Actually, my payments to all of my accounts are listed as 99 % on time.
|
| 01/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Servicemember |
|
On XXXX XXXX, 2021 - USAA decided to close my checking account that I've with them for over 9 years due to due to a negative balance that they did not give me a chance to clear or make payments on, they just closed my account. ( So much for loyal valued customer ) On XXXX XXXX an ACH deposit was made in error to that closed account. USAA then decides to reopen the account to accept the funds and apply it to an " over 60 days CLOSED - CHARGED OFF ACCOUNT. '' I called in on XXXX XXXX to find out the nature of the deposit and when I contacted the sender I was advised that the funds would need to be returned as the deposit was submitted in error. " As long as the account is closed then the bank would reject the deposit, and everything would even out '' stated the call center representative of the sending account. I immediately called USAA and they REFUSE to return the deposit. I've been on the phone for over 5 hours and counting, instead of disconnecting the call they keep transferring me back into the call que to start over from scratch with a new agent. Not one time has even a supervisor made an attempt to call me back when the call " drops '' so I just keep going in circles.
I've been given what I'd like to call " false solutions '' just to get me off the phone ( such as my request has been fulfilled ; it will be processed ; it can not be processed ; the deposit has to post ; the deposit has already posted to the account ; they are unable to reject the deposit ) but every time I request for these " solutions '' to be submitted in writing and uploaded to my account ( a service USAA does ALL the time ) all of a sudden no one can put it in writing.
It seems USAA is abusing their right to accept deposits after an account has been officially closed and charged off. This is also a first-time deposit NOT a reoccurring deposit there no reason this deposit should've been accepted on a closed account. If the customer is requesting for the deposit to be returned to sender, it can be honored and should be honored.
|
| 06/11/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
My complaint is against the USAA mortgage procedures and the people who work in the USAA mortgage refinance section. I have been a member since late XXXX . I am presently retired and purchased my home through the XXXX XXXX XXXX . I never had a problem with the XXXX XXXX XXXX . My trouble started when I refinance the house with USAA a bank located in Texas. The latest to the series of unprofessional practices happen recently when I tried to refinance the house once again. To keep things short ; the USAA Mortgage section without informing me or calling me just simply change, on their own, the loan amount. It was raised by {$1700.00} and my closing fee increase by 400 %. I am sure they hope I would not notice it. The loan should have been lower since five days before I made another payment to the bank under the present loan reducing my principal, but they increase the loan amount. All of this without previous notice and on the same day the title company notified me that closing is next. No heads up and they did this a couple of days when we where suppose to close who do they think they are? Am I supposed to sign a contract that they keep changing to hours before we close? I should have known since I was unable to speak with the loan manager. She conveniently made herself unavailable routing me continuously to other several individuals who where clueless about my refinance. They were automats who did things according to their method-operandi without any regard, respect, understanding, listening to me. It was difficult the hold way. No one person , USAA contractor , had the authority to listen just the original loan manager had the power but was unavailable all of the time. Anyone who feels they have to re-finance and you are pushing XXXX , I STRONGLY suggest go somewhere else. This people feel that if you are old you can be taken advantage. Beware - USAA have change a lot and they rather have a pound of your flesh than to respect your needs. They should not be allowed to operate.
|
| 11/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
A series of 8 fraudulent atm and debit card transactions occurred on my USAA checking account between XX/XX/XXXX thru XXXX, 2023 totaling {$1700.00}. I received no fraud alert from my bank due to these fraudulent transactions and did not become aware of the charges until reviewing my checking account activity on XX/XX/2023. When I became aware of the fraudulent charges, I immediately made a fraudulent charge claim. The charges were initially credited back to my account on XX/XX/2023, while they were investigated by USAA. After investigation, USAA decided the charges were not fraudulent and withdrew the credited funds from my account on XXXX XXXX. When I enquired about the investigation and how they came to their conclusion I was told I would need to file a police report, which I did and provided to USAA. Another investigation was done with the same outcome. I have requested reasoning as to why they have come to this conclusion and was eventually a week later provided with a list of the fraudulent transactions with no reasoning. I have contacted their fraud department a number of times now trying to get any actual reasoning to their conclusion and have not been given any reasoning. This should be an open and shut case, the checking account in question is a secondary account and primarily only used for online bill paying. My transaction history clearly shows the debit card in question was only used a handful of times a year. I suspect my card was cloned with a skimming device on XXXX XXXX, 2023, when used for a parking meter as that was the last time my debit card was used prior to the fraudulent charges. At no point during their initial " investigation '' or reinvestigation did USAA contact me to get an account of the occurrence or ask for any information I had. Additionally, the results of their investigation are not even internally consistent as they did determine one of the 8 charges, the smallest one, that occurred at the same relative time and place as several of the other charges to be fraudulent.
|
| 10/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX I was reached out to by what I thought was an online job opportunity. I was sent two mobile checks to my email and instructed to send money to a XXXX account for start up fees and work equipment. It seemed weird, but Id never had an online job before and was unaware of the associated processes. Luckily, the bank held a majority of the deposit, two checks, one for XXXX and the other for XXXX. I was to send XXXX to XXXX XXXX in XXXX. I contacted the bank while the transaction was still showing as pending on my account, and requested the money back on XXXX, but it was denied. The bank disputed the charge, but ultimately decided I was at fault. They did a credit reversal and now my account is negative. By their protocols, I have 41 days to pay or my account will be closed. Upon calling and asking for information about my next steps, I was told Id have to wait five days because the system isnt showing my information on the reversal or my options. But those five days count toward the total 41. There is also not a repayment plan for deposit accounts. But I dont have the money to pay all at once, especially since I didnt have that money to begin with. Ive called repeatedly since this happened and have never been given clear information about my options or next steps. The transaction was reversed XX/XX/XXXX, yesterday and I called this morning. There is nothing showing in the system that gives any information on what I can do. My account was also placed in credits only status where I can only use certified funds as a deposit. So Ill have to pay extra when this is all over with. I just want to be able to either have it reversed because I believe that the decision is wrong. The transaction was pending when I disputed. Or at least be able to regularly deposit funds without have to physically mail money or pay wire fees. I am not trying to get out of paying If it is deemed Im at fault. I do not agree with that decision, however, I just want to be able to pay without a time constraint and extra fees.
|
| 06/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
On XX/XX/2022, I was alerted by XXXX that a credit report inquiry had been completed in my name. Upon researching, it was discovered that a credit card had been opened in my name through USAA. After making a credit report dispute with XXXX, they suggested that I call the bank. On XX/XX/2022, it was found that there was an {$8.00} balance on this credit card and I reported the fraud to USAA. I was told it would be investigated, and that someone would reach out to me with information. No one has contacted me. I have called them on several occasions, noting that I have not been contacted and expressing concern that this card was still active. I continued to receive alerts from XXXX that my credit score was dropping. I spoke with someone in XXXX and was told that the card had been flagged and investigations are usually concluded quickly once reported. This was the second or third time I had reported the issue. On XX/XX/2022, I received another alert from XXXX. I was able to speak with XXXX at USAA who informed me that the card is still active and charges are still being placed on it despite having been flagged as fraud and being open for investigation. This fraud was reported in XXXX, it is now XXXX and now over {$4000.00} has been charged to this account which is not mine. I am not even a member with USAA, nor have I ever been. After speaking with USAA on XX/XX/XXXX, they have informed me that despite my calling and reporting multiple times, the card will continue to be active and they can not shut it down. It has only just now been suggested that I complete a credit report dispute with USAA. I have now completed this form, but it took over a month to even suggest it be completed. I have discovered through XXXX ( USAA said they couldn't verify ) that this card has a {$15000.00} limit and the balance keeps rising. USAA has known for almost six weeks and has done nothing to stop this fraud despite having multiple notes in their system stating that I have called multiple times to flag the account as fraud.
|
| 12/17/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
I have both an XXXX refinance loan and a checking account with USAA. The checking account is set up to auto debit the minimum payment due on the auto loan of the XXXX of every month.
The minimum monthly payment for the auto loan is {$750.00}.
This month, I made a partial payment of {$290.00} on XX/XX/XXXX. That left a balance of {$460.00} due on the XXXX. The payment tab on both the USAA web site and mobile app confirmed that this was the amount due on the XXXX.
On the morning of the XXXX, I attempted to use my debit card associated with my USAA checking account. It was declined twice. I logged onto the mobile app and learned that my checking account was in overdraft status because USAA had debited the full XXXX XXXXayment of {$750.00} even though it was more than what was due.
I immediately logged on to the USAA customer service chat in an attempt to resolve this. I was told in this chat that USAAs partial payment policy was that the partial payment had to post before the bill date ( in my case, the XXXX ) in order to credit toward that months payment. I asked them to show me where this policy was listed on the site or in my loan documents because I had never seen it before. After they took considerable time to review my documents, I was told that I was correct - that policy was not included anywhere.
I asked what USAA could do to reinstate the funds that day. I was told they could try to reverse the payment but that process would not reinstate them same day.
As a result of this policy & not being on notice of it, I could not get XXXX or XXXX that day. I also had to transfer money from savings to cover the overdraft & my debit card still is not processing transactions even though Ive since been paid by my employer. I have spent more than XXXX hours attempting to resolve this with USAA to no avail.
I can provide copies of the loan documents and customer service chat transcripts to the person investigating the complaint ; I dont want to upload them here as they contain identifying info.
|
| 04/29/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American |
|
The statement for the period ending XX/XX/2022 shows purchases of {$120.00} and a payment of {$440.00}. That payment was made on XX/XX/XXXX. There is no credit shown for the payment of XX/XX/2022.
Not disputed : There was in fact a payment transferred from our checking account and into this XXXX XXXX card in the amount of {$440.00} on XX/XX/2022. That makes it a payment from our checking, to one of our credit cards.
Not disputed : The previous months balance was completely paid off. The consumer does not dispute this, and USAA does not dispute this. Therefore this statement is a standalone item in terms of addition and subtration.
Disputed : The mathematics of this statement. A payment of {$440.00} and new purchases of only {$120.00} should be showing that statement with a credit. Instead, it claims that money is due from the cardholder.
USAA has consistently refused to reconcile this credit card account. I have made 4 previous attempts to get this corrected.
The 1st attempt was completely ignored ; there has never been any response.
The 2nd attempt resulted in a letter from USAA. It said said that the payment ( referenced above ) was correctly made. But made no reference to any credit owing. There is not and was not a dispute about whether that payment came out of our checking account, and went into the credit card account. But the letter was completely unresponsive to the question that was asked.
The 3rd attempt resulted in a letter with boilerplate text, but no USAA member number, no credit card account number, no dollar figures. In short, meaningless and completely unresponsive. It contained no information at all.
The 4th attempt resulted in a phone call. When the conversation got to the point where the girl on the phone stated that the credit card statement referenced above was correct. She did not use actual numbers. No adding or subtracting, not even reading the total purchases or payments. I gave up. Now I am filing this complaint, because going direct to USAA has failed 4 times.
|
| 09/24/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Older American, Servicemember |
|
1. Unable to deposit money into my checking account at USAA. The mobile app will not work with my phone. The web dept has downloaded/hacked into my phone with malware preventing features on my phone from functioning properly. Some of malware caused my phone to overheat and drain battery. It also destroyed some data and applications on my phone. I no longer have conference calling feature.
2. When I made complaints on community forum, as recently as last 4 weeks ago, banking dept and web support deleted my on line complaints to censure my free speech and due rights under the Bill of Rights and Constitution that I fought for while in military.
3. I was injured on XXXX XXXX, am 100 % XXXX and injuries are 100 % service connected. Yet USAA will not allow accommodations under ADA. Accomodations dept will not return calls nor answer my calls.
4. Because I have been unable to make deposits to my account USAA banking has imposed several NSF charges against my account and charged hundreds of dollars in fees and refused to make accommodations even though I am a senior ( 66 years ) with documentex neurological dysfunction as part of a service connected XXXX and have memory loss. Instead of assisting me they are stealing my money and using my XXXX against me, acting as a sreet thug would preying on XXXX seniors. The CEO 's office has been directly communicated witg conerning all above issues and refused to intervene.
5. USAA refuses to comply with California law requiring all foreign corporations to maintain a local agent for service of process so that we can bring suit in California for state law violations, including fraud, breach of contract and failure to follow banking regulatuons. USAA had destroyed my cell phone and refused to repair and process insurance claims.
6. Banking Dept at USAA has lied to me, hung up on me, refused to accept my phone calls and deleted my online complaints about above issues even when I was trying to report stolen wallet and credit cards and fraudulent transactions.
|
| 04/20/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem related to refinancing
|
|
Web |
|
|
In XX/XX/XXXX I applied to refinance my auto loan from XXXX XXXX XXXX over to USAA where I do my primary banking, and where my rate would be 1 % lower than the loan I had with XXXX.
The loan was funded by USAA on XX/XX/XXXX and they were to send the payoff to XXXX.
In late XXXX I received an email that my upcoming payment was due with XXXX on my auto loan that should have been paid off with the refinance. At that point I called USAA and let them know there was still a balance on my XXXX loan and it appeared the payoff was never received by them from USAA. I was told at that time that they would reissue the check and take care of the issue prior to my payment due date on XX/XX/XXXX since I had already made my XXXX payment to USAA for the new loan obtained.
Unfortunately that is not what happened. Instead on XX/XX/XXXX they sent me a copy of the check that was supposedly cashed by XXXX. This check had no endorsement information on the front or back of the check that was discernible.
I opened a case with XXXX, provided them all of the check information and a copy of the check. They have been unable to locate it on their system. I have called both USAA and XXXX multiple times every week to try and resolve this issue, which is still unresolved.
USAA finally provided me with a XXXX tracking number last week for the check. However that tracking number shows that the check never left USAA and was never received by XXXX.
So I now have two loans outstanding against my one vehicle. Ive been told I need to make the payments on both loans since USAA is supposedly not responsible for my contract with XXXX, and that any fees/interest will be my responsibility solely.
Every time I call USAA and speak with someone Im told itll be 3-5 business days for a response and yet we still are no further on a resolution and Im the only one being financially impacted in the interim. And Ive spent well over 10 hours of my time trying to resolve this matter offering suggestions and contact information along the way.
|
| 09/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
|
|
I setup bill payments through my USAA checking account. I forgot to transfer the money in from my linked XXXX Checking account causing the funds to not be in the account when USAA attempted to create the bill payments. This was my error, however, at my other banks ( XXXX, XXXX, XXXX ), when you create a bill payment and the funds are n't in the account, the bill payment simply fails, and you get an email or notification that " Your bill payment for XXXX merchant for $ XXXX failed ; transfer funds and reinitiate the transaction ''. At USAA however, when this occurred, the bank charged me {$29.00} insufficient funds fee, 5x for the different bills I had setup. I had no idea that this was occurring this week until I logged in today and noticed my balance. When I called to speak to a representative, they told me that USAA uses a 3rd party servicer to send out these bill payments and these are not checks that are SENT by USAA but rather, the third party servicer creates a draft and deducts the consumer 's account to create the bill payment -- essentially, the customer is creating a check/ACH to be drawn from their account. There is no disclaimer that this is what they are doing in your mobile app or online. There is no notification that they use a third party servicer. And moreover, this works so differently than other banks, that a normal consumer has no way of anticipating this, as every other bank simply fails the bill payment. Now granted, I should have transferred the funds into my USAA account but normally, when I send bill payments out, something like this would just be a minor nuisance for me to have to go in and redo the transaction after transferring money. I did not write a check or ACH to a merchant and tell them to draft my account, I did not use my debit card at a store knowing I did n't have funds. All of these are valid reasons to charge fees but in this scenario, a customer has NO WAY OF KNOWING that USAA is n't just taking money of their account and sending it or will get a fee.
|
| 11/15/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Over a period of three days in early XXXX, 2021, USAA Bank allowed a number of fake checks totaling almost $ XXXX to be deposited via its mobile deposit app feature into a joint checking account and a joint savings account that I share with my niece, XXXX. My niece, who lives in XXXX, VA, was complicit in the fraud and I have been working with the bank to resolve the issue. I live in XXXX, VA, four hours from XXXX and I was not aware of the fraud and did not participate in the fraud. However, I have been working diligently to bring the account back to {$0.00} in order to close the account and disassociate myself from my niece and her wrongdoing.
I am upset and frustrated that when USAA Bank accepted those deposits ( each fraudulent check was over {$9000.00} ) they DID NOT PUT A HOLD ON ANY OF THE MONEY, and USAA ALLOWED MY NIECE IMMEDIATE ACCESS TO ALL THE FUNDS. She was able to use her ATM debit card immediately AND REPEATEDLY to withdraw {$12000.00} out of the account in reliance on the fraudulent checks. She made numerous {$1000.00} withdrawals from the same XXXX, VA ATM ( again, totaling {$12000.00} ) over a span of two or three days, in reliance on those fake checks. She was also able to use an XXXX XXXX XXXX. to pay a third party {$1900.00}, again in reliance and against the $ XXXX in fake checks she deposited.
I believe this is an unacceptable banking practice. Those checks, at minimum, should have had at least half of the funds placed on hold, until the bank confirmed that those checks were legitimate and that those funds were available.
Because they allowed the joint account holder immediate access to ALL OF THOSE FUNDS, I was responsible for paying restitution to the bank to bring the account back to {$0.00} so I could close the account. The total amount I owed as a joint account holder for USAA Bank 's oversight is {$14000.00}. I believe the damage could have been much less had USAA Bank practiced sound banking policies to protect consumers like me from this type of fraud.
|
| 10/15/2018 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with additional products or services purchased with the loan
|
|
Web |
Servicemember |
|
I have an auto loan with USAA which has fallen behind due to my husband and I having separated which AI made USAA aware of. Well I am currently pregnant and I lost my job in XXXX and it caused my auto loan payment to fall behind. I called USAA the DAY I lost my job and spoke to someone about being unemployed and I asked them I have Debt Protection for my auto loan payments while I am unemployed, They said NO although I knew I had opted inf or it. So it fell behind. In XXXX, while reviewing my account statements, I realized that debt protection payments were indeed coming out of my account so i called them back and asked why I am paying for a service that I can not use and they advised me that I actually could so that representative I spoke with gave me wrong information. So they retro paid XXXX payment. I was then told be a debt protection agent that in order to keep my benefit going I would need to submit information confirming that I am still receiving unemployment, which I was. So I submitted that info and allowed time to review and pay. I checked my statement in XXXX to find that I was two payments behind and whn I called debt protection they advised me that USAA customer service has cancelled my debt protection. I called customer service trying to find out how and why when I still qualified for the service in the first place. I was advised it was cancelled due to delinquency, which makes no sense because it is only delinquent now because it was supposed to be paid by USAA. I have had disputes put in, talked to like 3 or 4 reps and still have had no resolve, all the while all these late marks remain on my credit that I am desperately working to rebuild, my car note is still unpaid and while I have a new job I have bills to catch up on all while expecting a new baby and I am still owed two months of Debt Protection payments which would bring my account current. USAA used to be a great institution but recently their service and business practice has been TERRIBLE from every single angle.
|
| 09/26/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
USAA allowed XXXX XXXX XXXX to take money intended for me as explained herein. As detailed by the CPA, CFE ( certified fraud investigator ) in an affidavit attached, this is absolutely FRAUD ; USAA has chosen to be complicit in enabling XXXX to commit this crime completely unscathed. He and I owned the home at XXXX XXXX XXXX XXXX XXXX XXXX together at the time of its inexplicable destruction in XX/XX/XXXX and until XX/XX/XXXX. ( Inexplicable because it never had a criminal investigation though USAA allowed the dishonest report in its file stating that a 'police report was done ' or words to that effect ; USAA is aware that a report was never done ). Please note that my former name was XXXX XXXX XXXX ( dob XXXX ). Within minutes of the fire, XXXX began taking monies on my behalf and USAA allowed them to do so, repeatedly. They would not report this to facilitate a criminal investigation, though clearly, I was a LEGAL OWNER of the property at the time of its destruction and clearly the payments were intended to go to XXXX AND ME as shown below : On page XX/XX/XXXX, conversation # XXXX on Sunday, XX/XX/XXXX, at XXXX XXXX ( less than one hour after the uninvestigated fire ), XXXX XXXX stated his USAA CLASSIC CHECKING account that ends in XXXX, belonging to him ( and not me ) XXXX as the receiving account for the EFTs.
Conversation # XXXX on page XX/XX/XXXX shows XXXX payment to XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX FOR {$5000.00}.
Conversation # XXXX on page XX/XX/XXXX shows XXXX payment to XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX for {$10000.00}.
Conversation # XXXX on page XX/XX/XXXX shows XXXX payment to XXXX XXXX XXXX XXXX AND XXXX XXXX XXXX for {$120000.00}.
Collectively, this represents {$130000.00} in electronic funds THEFT that was addressed to and intended for me.
There is also evidence that XXXX received the check for {$360000.00} also intended for the two of us, which he attempted to cash on my behalf. I only became aware of this via the results of this family court subpoena.
|
| 04/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
Last year XXXX early XXXX for the XXXX tax season ) I sat down to complete my tax return for my tax attorney to process. I found that USAA Federal Savings Bank had turned off my credit card paper statements which had been being delivered to my home here in FL. Angry, I called and complained to customer service, who stated they did not do this. Obviously, because I was angry, they did.
Today, I sit down to compile my XXXX tax documents and find USAA has done the same thing. I only have half of my XXXX USAA VISA credit card statements, ending in XXXX of XXXX. Again, angry, I called USAA who tells me over the phone that they were " defaulted '' to online delivery without my consent. However, the same operator told me that I have to acknowledge consent to do this, which I've obviously not done. The operator was usless and I hung up only to call back and speak with a " conflict resolution team '' member/supervisor ( Supervisors rarely are provided upon your request when you ask for them. You are relegated to a XXXX member with similar capability as the operator ) After long periods of hold, XXXX, tells me that I initiated this change in XXXX of XXXX, which is not the case. I again, adamantly, requested that USAA stop turning off my credit card paper statements that are delivered to my home ... and again XXXX tells me I did this, which is not true. USAA either initiated this or their programming is set to save them millions of dollars in paper statement costs by subverting the users attempts to selectively choose what he or she would like delivered via mail or online. As a result of this happening for the second year with little to no concern from USAA that I don't have the proper documents in hand to complete my tax return analysis, I have turned on ALL paperwork from USAA to home paper delivery.
USAA is turning off my statements, against my request, without my authorization, for the second year running. They leave me no option but to file an oversight complaint on their actions .... again.
|
| 08/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American |
|
I opened a CD with USAA bank for a secured credit card unfortunately and for personal reasons, I had to file for bankruptcy ; at the same time I called the credit card department and paid off any balance I then asked to close my CD account on XX/XX/2018 and deposit the proceeds to another checking account I have with USAA and was told that it will take a couple of days ; after XXXXwo weeks not seeing the deposit I called again trying to find out where is my money and was told that it takes two weeks to close the account after two weeks not getting the money I called again and was told that they can not deposit the money in my account and it will take another two weeks for them to issue a check and mail it to my home address after two weeks today XX/XX/2018 I called again and was told that the check was issued on XX/XX/2018 and mailed to the bankruptcy trustee and had to do so because it is the law. I spoke to my attorney and was told that there is no such law. It's unheard of to send someone's money to a third party without my authorization. As you can see in my complaint throughout the month of XX/XX/2018 from the XXXX of the month until the end of the month, I was given the runaround. I filed a complaint with the Federal Reserve which resulted in a phone call from the bank representative all she told me was 1. She basically blamed me that I called the wrong place/department however no one I spoke to told me that I am calling the wrong place/department. 2. The representative also told me that it is USAA policy that in case of bankruptcy they mail the funds to a trustee, I asked her to show me where does it say in our CD agreement that in case of bankruptcy my money will be mailed to a third person, she basically refused to either direct me to where to find the agreement or offer language in the agreement. In the meantime, after finding a solution for my financial troubles I voluntarily had my bankruptcy dismissed and still looking to collect what is due to me which amounts to {$1600.00}
|
| 05/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I informed USAA on over 4 occasions that my checking account # XXXX was a subject of fraudulent activity. On XXXX XX/XX/XXXX, a transfer of {$5000.00} dollars went into the account while simultaneously a transfer out of {$5000.00} went out to an account ending in XXXX. I did not make any of these transactions nor do I know what this account is ending in XXXX or who owns the account to where the {$5000.00} was transferred too. There was never {$5000.00} to transfer.
I also had similar activity around XXXX XXXX in my saving account ending in XXXX with three different transactions of {$5000.00} each time to a total of {$15000.00}. I filed a fraudulent claim and USAA confirmed the fraud in that they mentioned someone had my wifes information and broke into the account. USAA brought the account to the original balance prior to the fraud, and I closed that account.
I feel USAA is not even investigating this fraudulent transaction on my checking ending in XXXX nor looked at the notes from my closed account where the fraud investigator clearly found fraudulent activity. I have spoken to numerous USAA employees and have gotten nowhere. I asked for the information of this mystery account ending in XXXX and they will not provide it.
I also question USAAs banking procedures where they accepted a {$5000.00} dollar deposit and issued a {$5000.00} withdrawal immediately on the same day without waiting for the funds to clear.
I do not use this account very much and my last activity prior to the fraud was back in XX/XX/2022.
Please help me in any way you can. USAA has gone downhill over the last 10 years. I have been a loyal customer for over 20 years and my loyalty is waning. There must be some banking procedures they violated by allowing transfers of {$5000.00} to occur simultaneously without a waiting period for the funds to clear.
I did not make these two transactions and I know sit {$5000.00} in debt of which I did not commit.
Thank you in advance, COL ( Ret ) XXXX XXXX XXXX XXXX XXXX
|
| 04/30/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
customer service giving incorrect payment information customer service saying they will get back to you and never do attempting to collect late fees before payment is due App does not verify a payment was made successfully causing overdraft when you attempt to make payment again See letter to XXXX XXXX for more details : XXXX Dear Mr. XXXX, My father is a veteran, so I opened a credit card with USAA. I had heard that the service was outstanding and opened a credit card number XXXX XXXX XXXX XXXX. I attempted to pay the balance on XX/XX/XXXX. Your app appeared not to have taken the payment, so I tried again using a smaller amount. This caused an overdraft situation because even though the app appeared not to take my payment, it did which cost me over {$300.00} in fees and put me over the limit. When I contacted USAA to correct the situation, I naively thought someone would investigate and call me back, so I waited, and the account went delinquent. More delinquent fees piled up on the account and you ruined my credit by reporting me to the credit bureau. I had some serious medical issues which I am recovering from and I lost my job.
Recently I asked for a reprieve for Coronavirus and as usual I never heard back from USAA.
I am requesting the following actions be taken 1 ) Since the app mislead me into thinking the payment had not been taken I should be reimbursed the late fees.
2 ) I am requesting that you notify the credit agencies using XXXX to remove the delinquencies you have reported on his account.
3 ) In return I will set up automatic payments to pay this debt off as you can see I have been making payments in good faith.
4 ) also asked for a Coronavirus deferral and as usual I have not heard back.
I think this is a reasonable request. I would like a response within XXXX week and after that I will copy the consumer protection agency and perhaps, they will get back to me.
Thank you, XXXX XXXX cc. Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX.
Washington, D.C. XXXX
|
| 12/15/2015 |
Yes |
|
- Cont'd attempts collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
I ca n't believe the horrible service I am receiving with USAA. I got an auto loan XX/XX/XXXX and it was paid off XX/XX/XXXX ( to make room on our debt ratio for a new home ). Up until that point, the loan was reported as paid as agreed with no lates.
Suddenly when I paid off the loan, the loan was reported as having a 30 day late payment. To me, it is suspicious as to why that payment was never reported late before, but when I decide to pay off the loan, now it 's late? So I investigate further. After investigation, there was a payment in XXXX that was made to them, but never applied to the loan. The bank says they never received the payment. So, I find out that XXXX XXXX issued a cashier 's check to them on XX/XX/XXXX, but the check was never cashed. After further investigation, I find out that the check was delivered to them on XX/XX/XXXX via XXXX and delivered to the front desk. Their response, they never recieved the payment, so it is not a bank error - and they left the 30 day late payment on my credit report. This XXXX late payment caused my credit scores to drop XXXX points on XXXX bureau - XXXX points on another and I 'm still waiting on the last bureau to get this negative information.
On my credit report, I have no late payments and my other loans with USAA are always made on time. This XXXX missing payment is truly an anomoly. Instead of fixing their mistake, they continue to give me the run around. They tell me that they are researching it, but most likely it is n't a banking error. They tell me that even though they signed for it, it still is not their mistake. When I asked why, when I called to inquire about the late notices I was getting, they kept telling me that there was a small balance left over from the previous month, even though payment was made for more than the payment due amount. I was told to disregard the notices.
My question is if I have proof a payment was mailed to them, and signed/delivered to them by XXXX, how is this anything but a banking error?
|
| 02/03/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
XXXX XXXX and USAA Managers, After your response, I have decided to file a small claims lawsuit against USAA in this matter.
I am waiting on responses from the following places before filing : 1 ) XXXX XXXX XXXX 2 ) The Texas Attorney General 's Office 3 ) The Consumer Financial Protection Bureau 4 ) Office of the Comptroller of the Currency XXXX ) Federal Deposit Insurance Corporation 6 ) Federal financial Institutions Examinations Council 7 ) Federal Reserve Consumer Complain Line 8 ) Texas Dept. of Banking I have been a faithful member of USAA for more than 20 years, since I was in high school. My mother is a longtime USAA member and so are several family members and longtime friends. I've never had any issues with USAA until now.
For you and your bank to make a decision to suspend my transfers for SIX MONTHS ( not a month -- not a week ) without investigating WHY and not giving notice beforehand is unacceptable.
I explained previously that I was expecting a deposit into my XXXX XXXX account and attempted to transfer funds to and from that account. It is MY ACCOUNT.
your email explained that there were 4 transfers that were all declined and that is correct.
But to SUSPEND transferring funds in and out of my account for SIX MONTHS is absurd for several reasons.
1 ) I was NEVER given any email or notification that if there were transfers not going through, that my account would be suspended to where I can't transfer. I'm not even able to use XXXX, XXXX, XXXX XXXX or any transfer as a result of your decision.
2 ) Both USAA AND XXXX XXXX charged me NSF fees for EACH transaction.
Again -- I'm filing a lawsuit IMMEDIATELY once I get responses from the agencies.
This is an unacceptable response to my questions. At this point, I dont care what is laid out in any rules.
You should have taken into account that this was never done before, these transactions were between accounts that belonged TO ME, and I was not given any notice prior.
I plan to take this as far as needed.
|
| 06/04/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
A new card was issued to me replacing card of XX/XX/XXXX ending XXXX new card issued XX/XX/XXXX ended XXXX. USAA REFUSED MY FRAUD CLAIM OF {$470.00} XX/XX/XXXX USAA SUBMITTED DISPUTES I DID NOT SUBMIT. I ONLY REPORTED {$470.00} FRAUD XX/XX/XXXX see attstched XX/XX/XXXX FRAUD CLAIM INVESTIGATION CIMPLETED ALL UNAUTHORIZED TRANSACTIONS *CONFIRMS THIS TRUTH. See CFPB USAA response XX/XX/XXXX ending XXXX Alleging this ID THEFT Account ( see attatched report FTC XXXX ) IS A LIABLE DEBT COLLECTING USAA STATES CREDIT CARD POLICY IF PAYMENT MADE IT ( BECOMES MY LIABILITY EVEN WHEN IT IS DISCOVERED I DID NOT OPEN THIS ACCOUNT ) USAA CLAIM IS USAA POLICY ** ( UNKNOWN TO ME. ) SEE attatched ID THEFT REPORT. ***CLEARLY USAA IS NOT ADA COMPLIANT VCAG2.1. LAW States * ALL technology ( websites ) MUST be accessible to people with XXXX. As a 37 year XXXX MEMBER I HAVE NEVER BEEN PROVIDED ACCESS ON LINE. BY USAA AND COULD NOT HAVE OPENED ACCOUNT. USAA has never provided credit card policies to me.?? Payment made before XX/XX/XXXX was made in good faith UNAWARE I DID NOT OPEN THIS ACCOUNT. USAA Response XXXX CAN NOT BE ACCESSED BY ME.?? My story is, and sticking to IT. I grew up with pay phones am XXXX require XXXX ACCESS NEVER PROVIDED BY USAA. see attatched USAA CONFIRMATION CREDIT CARD FRAUD CLAIM XX/XX/XXXX THESE UNAUTHORIZED CHARGES WERE NEVER PAID BY USAA see XX/XX/XXXX REVIEW CLAIM OF NO FRAUDULENT ACTIVITY. It was discovered ** there are several accounts I DID NOT OPEN WITH USAA I HAVE BEEN HELD LIABLE FOR WITH NO ACCESS TO RESOLVE. I can not ACCESS & usaa refuses to send to my home address WHICH IS ONLY CONTACT LISTED ON MY PROFILE OR WAS!! USAA HAS DUTY TO PROVIDE CREDIT CARD POLICY IF THEY EXPECT ME TO FOLLOW AND PROVIDE VCAG 2.1 ADA ACCESS FOR MY DISABITY. ** I DID NOT OPEN THIS ACCOUNT. I WAS SCAMMED OUT OF PAYMENTS MADE IN GOOD FAITH. I DID NOT AUTHORIZED PAYMENT USAA MADE XX/XX/XXXX. IT STOLE ALL MY SOCIAL SECURITY MONEY FOR SURVIVAL. I AM NOT XXXX AND I CAN NOT BREATH NO ACCESS ABUSE.
|
| 01/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/XXXX I was notified that there was a fraudulent charge on my account. I immediately called my bank ( USAA ) and told them this charge was not mine. It was for XXXX XXXX Live tickets in XXXX for over {$1100.00}. When I called them they assured me that it would be taken care of. A few days later they credit my account for the fraudulent amount. On XX/XX/XXXX I was sent an email saying fraud claim denied and that they would be taking that amount back out of my bank. They attached a document, which they call evidence. They say to contact the merchant in XXXX to figure this out or call usaa number. The document showed that the customer, XXXX XXXX, from XXXX XXXX, CT is the purchaser with my card. I do n't know a XXXX XXXX. After some research he is a XXXX year old man. He is not an authorized user, the zip code doesnt match, I did not authorize this. I called USAA and this is where the trouble really starts. After almost 20 calls I keep getting passed to their executive resolution team who says they cant see anything. They tell me they re submit to fraud and to wait another 90 days. I call again after 90 days and explain. Then I get passed to fraud claims. Then back to Executive resolutions who promises to give me a call back within 24 hours. No calls returned. Never spoke to anyone that is actually helping me. They all appologize and say they can do nothing. Today XX/XX/XXXX I called and they are saying that since it 's over 120 days old that there is nothing to do and they have to follow policy. I can never get help and no one will escalate this to someone who can actually help. Now USAA is saying they are closing my account because I havent put in money in it during a certain amount of time. Im not going to put money in my account in fear of my money being taken and stuck in this endless loop with USAA. Furthermore the last person I spoke to said that it was in " charge off '' status but couldnt explain what it was. It sounds like USAA is preparing to put this on my credit.
|
| 08/31/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
Servicemember |
|
XXXX payments still have not been reported to the credit bureaus. I have received a copy of my payment history from your company via mail today. I will continue filing complaints until all payments are properly reported to all credit bureaus. You stated starting in XX/XX/2018 all payments would be reported after my forbearance period, refer back to taped phone calls with your company. As of today, they are still not being reported. This issue will not be resolved until my payments are all properly reported with the credit bureaus. Per your representative, XXXX XXXX he suggested I find another bank to refinance my loan, I have yet to do so since XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX XXXX stated, " XXXX XXXX XXXX XXXX needs to report all payments with the credit bureaus. This can easily be resolved by the company submitting a report showing all payments that are missing as now being reported, " XXXX. '' Your company is once again, holding me back from now refinancing and then selling my home.
When will this end? XXXX?? XXXX? You tell me as XXXX of many consumers I am finding out that have gone through this same issue, USAA XXXX XXXX XXXX not reporting payments with their mortgage loan to the credit bureaus.
Your representative XXXX XXXX did not return calls nor emails all of the time, especially when he stated he would contact me back. Instead CFPB would send me an alert stating you submitted a response to my complaint. I have contacted your company again this week, this morning to address the missing payments. When is this going to be so easily resolved? This is a XXXX issue, problem that continues ...
I thought your company XXXX was to help and support all veterans. I have other coworkers that are having the same issue with XXXX not reporting all payments with regards to their mortgage loan. Seems I am not the first. I never had problems with car loans nor bank accounts with XXXX, seems only the mortgage sector of your company has the issues.
Sincerely, XXXX XXXX
|
| 07/31/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I have been a customer of USAA for 11 years. According to USAA records, someone called USAA pretending to be me and was given access to my account before withdrawing {$3900.00} from an ATM, which USAA reports is in XXXX XXXX. I live in XXXX, have not been traveling to XXXX XXXX, and did not lose my debit card. I was not in XXXX XXXX and did not provide any details regarding my account or personal data to anyone. I did not lose my debit card. My complaint has three components. First, USAA is refusing to refund my stolen funds claiming it was my fault and they are charging me overdraft credit cards fees to cover the stolen {$3900.00}. I do not see how this can be my fault if I did not make or authorize the ATM transaction. I need to stress, my ATM card data was copied and used for fraud as I had my current card, which I rarely use, in my possession. The second part of my complaint involves the security of my account. The USAA customer service rep who started this problem did not properly authenticate during the call, allowed a bizarre debit card increase, which I didn't even know was possible, on the phone, and then allowed repeated large withdrawals from an ATM. All of these should of been flagged as they are clearly fraud. The third part of the complaint involves how USAA has handled this claim. Their customer services reps have lied to me reporting '' you are not responsible '' " Your account will be restored soon '' They are now taking money from my Visa card overdraft, and charging me overdraft fees to cover the stolen {$3900.00}. I have tried to remedy this situation for 2 weeks and its appears the situation is getting worse as they keep changing their story, charging me on the stolen funds, and have not even attempted to explore who stole my funds. I would be grateful if your team can help me resolve this situation. If its happening to me, I'm concerned USAA is committing this type of fraud with other clients who may be more vulnerable and unable to voice their concerns.
|
| 05/26/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
Servicemember |
|
I was authorized a rental car through XXXX XXXX through my insurance company USAA in XX/XX/2021. My XXXX XXXX XXXX was XXXX.
On XX/XX/2021, I spoke with a gentleman named XXXX at the XXXX, NJ, XXXX location who told me I was on XXXX XXXX " Do not rent '' list, and I was denied the reservation I had just made to use reserve a rental car. This caused great personal inconvenience and XXXX. XXXX gave me a phone number to call to speak with " XXXX XXXX. '' As of the date of this complaint, I have contacted XXXX XXXX no less than a dozen times at XXXX XXXX XXXX XXXX, and yet there remains no resolution to this issue and I remain on XXXXXXXX XXXX XXXX Do not rent '' list with resulting personal stress, anguish, and embarrassment. I have left multiple messages again and again and again, and to this date, no one at customer service has bothered to call me back.
On XX/XX/2021, a representative actually did answer the Customer Service line, she identified herself as XXXX. XXXX listened to me explain the issue, although she could not provide a reason for why I would be on the " Do not rent '' list as she confirmed my insurance company had paid the cost of the rental in full. She promised that she would forward my information to the " Do not rent '' team and someone would get back to me ASAP.
No one got back to me ASAP, or ever again. I have followed up by phone three times since then, and have received zero response.
Yesterday, I contacted my insurance company USAA to assist with the problem, but they were either unwilling or unable to help. They did confirm, however, as XXXX did as well, that my rental was paid in full and there should be no reason for me to have any issues at this point.
Again, this has caused a significant amount of XXXX and inconvenience in my life, to say nothing of the time and frustration at trying to resolve this problem ( which shouldn't exist in the first place! ) with zero response, help, or assistance from two reputable companies like XXXX and USAA.
|
| 06/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
On Sunday XX/XX/XXXX my husband made a {$5000.00} payment on our USAA credit card on the USAA mobile app. I can see on the mobile app that the XXXX was applied because my card balance dropped by {$5000.00} from the last statement issued on XX/XX/XXXX. My available credit should be approximately XXXX ( verified with phone agents XXXXXXXX XXXX XXXX and XXXX # XXXX ) yet a purchase of {$100.00} was declined due to lack of available balance. After 50 minutes on the phone with XXXX and repeatedly put on lengthy holds so she could research and fix, XXXX escalated the call to a member services specialist ( XXXX ). After being on the phone for 1 hour and 33 minutes Im nowhere. XXXX said she can see the {$5000.00} on the transaction history but the money did not credit to my account. I can see my balance changing on the phone app, reduced by {$5000.00}. I asked XXXX to escalate to a supervisor and she refused, stated supervisors dont take calls and I have no other resource than a research ticket. The only way XXXX would put in a ticket to research is if I proved the money was withdrawn from my bank account. I certainly understand providing proof of payment IF the payment was made by check or I somehow pushed the money to USAA. BUT, given this {$5000.00} payment was made on THEIR mobile app, why cant a customer service representative open ticket to find out why the payment made on THEIR app is on the transaction history but didnt get credited. Why wont USAA research to find out why their mobile app is not crediting this payment- if the payment wasnt credited then their app is not working properly. And I do not believe the money wasnt applied, if it wasnt the balance on the app would not have been reduced by {$5000.00}. This may be a case of untrained agents. Im also asking for an email address to send a presidential complaint and Im told there is no email for a President complaint and I can only make a complaint with member services. Total time on the phone was 1 hour and 40 minutes.
|
| 08/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
On XX/XX/2020 ( see attached statement ), I received my monthly USAA Credit Card statement showing a new balance of {$1800.00}. This total was the combination of the previous balance ( re-assigned to a cash advance status years ago ) of {$1800.00} added to the interest charge of {$17.00}. On XX/XX/2020 the entire balance was paid in full via electronic transfer from a USAA checking account.
On XX/XX/2020 ( see attached document ) I received another monthly statement showing a balance due of {$6.00}. This had been calculated by using the previous total balance due and applying a daily interest rate based on the number of days before the balance was paid off in full. Those numbers being {$730.00} added to the interest of that sum {$6.00}. As the entire balance had been paid the previous month, I did not read the statement until XX/XX/2020, at which time the new total of the accumulated interest charge was again paid in full.
On XX/XX/2020 ( see attached statement ) I received another monthly statement showing a zero balance due, but still a balance subject to interest of {$6.00}. This balance shows in the cash advanced balance, even though it is an interest charge. It therefore becomes a new balance that is subject to interest, creating the principle of charging interest on an interest fee. There was no option to pay the balance subject to interest, which as mentioned, accrues daily. The statements are released 1 day after the billing cycle begins, thereby creating an endless loop of interest, becoming a balance subject to interest, but with no way to pay off the balance subject to interest.
I have spent over 3 hours trying to explain and resolve this issue with the customer service reps at USAA. Most don't understand the math, but those that do insist that there will not be another charge even though I am showing a balance subject to interest.
I believe that at best this is a critical error on the part of USAA and at worst this is criminally negligent or abusive behavior.
|
| 09/07/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
Servicemember |
|
USAA Bank opened several fraudulent accounts in my name by someone who stole my identity. I have made USAA bank aware that these accounts were opened as a result of fraud, but they have done nothing to resolve this matter. They are reporting to XXXX XXXX XXXX agency that I have had derogatory accounts with them, when I in fact have never had any accounts with USAA Bank. I was the victim of identity theft in 2010 and every since then I have had multiple bank accounts, credit card accounts, and other accounts established in my name by the person who stole my information. I have contacted USAA bank multiple times and made them aware of this situation but they have done absolutely nothing to resolve this. They continue to ignore my requests to remove these fraudulent accounts out of my name, and continue to defame my character by reporting this fraudulent information to XXXX XXXX XXXX when they know and have been told in writing, and by phone that these accounts are fraudulent.
XXXX XXXX has also been made aware that these two accounts were fraudulent but they have done nothing to resolve this matter either. They tell me to contact USAA Bank, and I have done that countless times, but it is them that is reporting this fraudulent information to other creditors that is causing me not to be able to open accounts in my name. XXXX XXXX XXXX has informed me that they will not stop disseminating this fraudulent information unless USAA Bank tells them not to.
Both USAA Bank and XXXX XXXX are complicit in defaming my character and ruining my ability to obtain banking products in my name due to these fraudulent accounts that were opened in my name with out my knowledge or permission. They have both been informed of this matter and neither of them have been willing to assist me in removing this fraudulent information from my names and this constitutes a violation of the laws that govern credit reporting.
1st. ) Routing XXXX Account Number XXXX 2nd. ) Routing XXXX Account Number XXXX
|
| 12/26/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
We had XXXX XXXX payments scheduled with our bank USAA Federal Savings Bank returned by the vendor, our mortgage company, XXXX Mortgage dba XXXX XXXX, but not credited to my checking account.
Our home loan was held by XXXX when XXXX XXXX purchased that company several years ago. At the time, XXXX XXXX instructed us to continue making payments using the XXXX account number. We paid the bill in this manner for years using USAAs My Bill Pay app on the XXXX. It worked fine, until it didntXXXX XXXXXXXX had assigned a new account number to our mortgage at some point in the distant past. We did not notice, likely because it occurred during a time when I was XXXX with the XXXX, and whats more, the payment had always been accepted.
On XX/XX/2021 and again on XX/XX/2021, we scheduled payments of {$1400.00} each ( {$2900.00} total ) just as we always have. Funds were withdrawn from XXXX XXXX checking account at USAA and sent to XXXX XXXX account at XXXX XXXX XXXX in XXXX, FL via XXXX. Since XXXX XXXX system could not identify the account number ( which it always had up until then ), they returned the funds on the dates payments were offered. Unfortunately, these funds were not returned to XXXX USAA checking account.
We spent from late XXXX through XX/XX/2021 working with XXXX XXXX and USAA trying to find out what happened. On that date, XXXX XXXX finally informed us that the funds were returned to USAA and provided trace numbers to corroborate that. XXXX XXXX has also been willing to collaborate directly with USAA ( e.g., not through us ) to determine where these funds landed. Unfortunately, our repeated attempts to get USAA to participate have failed.
USAA has also cited a 60 day period in which to make a complaint under XXXX regulations. First, we had no idea funds were returned by XXXX XXXX until XXXX XXXX, which is the relevant date in applying these regulations. Also, our calls to USAA began in XXXX, which certainly gave them adequate time to know there was a problem.
|
| 04/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
On XX/XX/2019 I called USAA because the week before I had chatted with someone online about fee 's that were charged to one of my checking accounts. During the chat he had opened an investigation to stop these payments ( as I was under the impression ) I had never heard anything back about the investigation on those specific fee 's. The fee 's were charged by companies I had changed my bank account info over to my new bank account. During the call with the executive resolution department on the XXXX He credited back those fee 's and moved the money back over to my account. He also gave me a {$100.00} credit for a pending debit transaction which was later removed again out of my account for some reason. Another one of my accounts that should have been closed over a year ago was still open so he closed that account. I was also under the impression my other account that was getting charged these NSF fee 's would be closed as well and the fee 's would be credited back to me. He could only credit the ones that had been charged to me as of that day which he did.
Today XX/XX/XXXX, I'm looking at that account and I see it's still open and has been charged numerous NSF fee 's. USAA has taking {$190.00} out of my current checking account that I use to cover that negative balance which has in return caused me to not be able to pay my bills with that {$190.00} shortage in money now.
This account should have been closed and any additional fee 's should be credited.
Today XX/XX/XXXX I called and spoke to someone else in the resolution team who told me I am at my limit and they do not see this account should have been closed when in fact I was under the impression it would be and no more fee 's should be charged.
USAA has failed me as a customer and has now caused me to not be able to pay one of my bills that I have to pay with them taking {$190.00} out of my bank account to cover a negative balance that shouldn't have been charged anyway since the account should have been closed.
|
| 06/07/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I have been trying to get from USAA published information re : the exchange rate used for XXXX if I am to use the card when I travel outside the US. C/S reps at usaa at first told me that they do not have access to that information. I was then told I could XXXX it. But when I asked if was to just use XXXX rate, I was told something else. I was hone told the rate is determined at the time the transaction is settled by the bank. I then asked where I can find a reference rate o I know what I could potentially spend. XXXX will give me their rate I explained as do other banks, but I can not seem to get the info. from usaa so I do not know rate they use. I finally got a call from XXXX in the executives office ( XXXX ) who told me that USAA does not have that info and that I had to get it from visa as its a USAA Visa card. She gave me a number for visa, XXXX. XXXX told me the I have to call USAA as its a usaa card and there are special wholesale retaes/agreements between the 2 banks and the rep did not know the rate. I then called back the ex. office at usaa and spoke w/ XXXX who said I could XXXX XXXXt or look on the fed website. When she directed me to the fed site I got an XXXX feed and did not know what to do with that and was told by usaa that they could not help. I tried for hours to get the info on the phone over multiple days. At XXXX point when I was told to XXXX the info I got a hit on a XXXX website referencing USAA and when i asked usaa if I cold use the info from that site they said the have no control over that site and that was not a usaa site. no, I asked? they why do you tell me XXXX it not knowing what will come up??? What if I XXXX and counted on the XXXX exchange rate info, only to find out at settlement time it was the wrong rate? Who do I call then, XXXX??? I dont know why usaa can not give consumers the info that pertains to the use of a card issued by them and why XXXX refers me back to USAA XXXX Attached are screenshots of my post on the usaa site.
|
| 07/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
Servicemember |
|
I opened a credit card with XXXX XXXX XXXX on XX/XX/2023 to do a balance transfer in the amount of {$4800.00} to pay off an XXXX XXXX card with USAA to avoid interest. When I noticed that the balance on the USAA XXXX XXXX card had not changed by XXXX I called USAA and they started the first investigation on XX/XX/2023.
On XX/XX/2023 USAA requested documents about the balance transfer. So I uploaded all the information that was sent to me when I completed the balance transfer that showed the reference ID and the amount of the transfer.
XX/XX/2023 USAA closed the first investigation, stating that the charges were still valid and there was no evidence of a balance transfer.
I repeated the same process on XX/XX/2023 and the investigation again ended on XX/XX/2023 with the same result.
After the 2nd failed attempt. I called XXXX XXXX XXXX who was the bank sending the balance transfer and discovered that the balance transfer was sent and was accepted by USAA but the last 3 numbers of the account were wrong. XXXX XXXX XXXX stated they would start a correction and I started another investigation through USAA with the new information and the account number that the money was " sent to ''. This was now XX/XX/2023.
Today XX/XX/2023 I noticed that the credit applied to my USAA account had been reversed and called both USAA and XXXX XXXX XXXX.
USAA terminated the investigation on XX/XX/XXXX with the same result of the amount was valid and there was no evidence.
XXXX XXXX XXXX canceled the correction because it was over 60 days and the money was " accepted '' for the balance transfer. They now opened a fraud investigation case.
I'm now stuck with a credit card from USAA that was supposed to be paid off and I'm gaining interest and making payments on and a credit card from XXXX XXXX XXXX that isn't gaining interest due to the promotional no interest, but I'm still forced to make payments on a credit card for a {$4800.00} valance transfer that I never received.
|
| 02/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
On XX/XX/2017 I made an internet purchase that was mistakenly deducted multiple times from my checking instead of once. This did not come to my attention until I was accumulating NSF fees from USAA when my auto-bills and savings transfers were deducted. I brought this to the attention of USAA and made several calls stating that this was a mistake and the excessive fees are keeping the account in negative balances which in turn is accruing more fees.
The representatives refused to remove these fees even though this was not my fault and they have accumulated to a total of {$460.00}, which is absolutely excessive. Today they told me that as a courtesy they would remove two of them, the total is still over {$400.00} dollars. Not only this they have given me poor financial advice in response, one rep I spoke to was condescending and told me that I should apply for a different credit card with a higher limit to handle all of this, I did this and it lowered my credit score. Another representative suggested that I get rid of my acorns savings app because those transfers of small amounts are what triggered a few of the fees, as though it were because of the app and not because of the fact that over {$400.00} is missing from my account.
I had no choice but to take out a {$500.00} emergency loan from a family member just to get the account to even so the fees would stop. I asked how they can possibly justify taking {$400.00} from me over a mistake and they just repeated " there's nothing we can do. I make enough money to cover my bills and I send a small amount to savings, USAA has completely taken advantage of me, {$400.00} is greedy and excessive. Also after the way they talked to me and their " suggestions '' about what I should do, I feel discriminated against for my financial status, it's my choice to do what I do for a living even if will not make me rich, it makes me happy and it affords me what I need, it does not afford me to pay USAA 's frivolous fees for nothing.
|
| 03/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Older American |
|
The bank knowingly accepted this mutual party and check deposit into this joint or account fully aware that she could not legally withdraw the funds due to a prior private contract with the primary holder who had placed a block on all withdrawals from this joint account. The check included her name, however she was not aware that she had no permission to access the funds in this joint account due to the private prior agreement policy with the Bank and the primary account holder of this joint account. After her complaint, the bank did an internal only investigation, and did discovered that she is indeed the sole owner of the property insured due to an inheritance, and thus by law her husband, the policy holder, has no legal right to ownership of this property insured. Thus, due to the insurance companys negligence by not checking the legal status of the property, the claim was paid to both the sole owner and the policy holder, even after they were aware that the policy holder had indeed committed a fraud by claiming that he was the sole owner of the property, on the original insurance policy. The insurance company ignored my husbands claim to be the sole owner which was indeed a fraud committed on the original policy. However after they significantly altered the policy to include me, fortunately they did pay the claim. XXXX XXXX is now, seeking resolution for the banks part in covering up this case of known identity fraud and the theft of the insurance claim funds that were deposited on XX/XX/2021, into their joint account, ( via a mutual party and check ), in the amount of XXXX.
She is requesting the bank refund the amount stolen and/or the amount of XXXX as due compensation for theft, and property damage, and the extra for harassment with her credit that she suffered due to their neglect of due diligence and proper protocols for security, which caused them to prematurely remove her from this joint account, using a fraud identity signature submitted by her husband.
|
| 04/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
Servicemember |
|
Found out in XX/XX/2023 that my auto policy was renewing in XX/XX/2023 with and went from {$760.00} to {$980.00} for a 6 month policy. I spoke with 2 reps and informed them that I wanted to discuss and discounts that U qualified for because I couldnt afford to stay with them with the increase. I was told that if I enrolled in the safe pilot program, I would get at least a 10 % participation discount as well as up to a 30 % discount. I called back when the policy renewed because I received no discount as promised by two representatives. I downloaded the app and had it monitor all driving habits 24 hrs a day for 2.5 months. I was then told that I had to now wait until the next policy renewal in XXXX because I was supposed to be enrolled in before XX/XX/XXXX for it to be effective for this term. I was told that I shouldve at least received the 10 % participation discount but they had no idea how to apply it.
A supervisor of USAA suggested that I complain about the issue and transferred me to XXXX ext XXXX of the USAA advocacy team on XX/XX/2023. Our initial conversation on XX/XX/XXXX went well but our follow up conversation today ; did not go well. XXXX accused me of lying about downloading and using the XXXX app in the past and kept loudly saying that her decision is final. On multiple occasions, I requested to speak with someone else ( her supervisor ) and informed her that both her tone and mannerism were both unprofessional and unwarranted, but I my request went unanswered. Im told that the calls are recorded so it should be easy to hear the entire conversation.
Ive been with USAA for 19 years which is my entire military career and use them for car insurance, life insurance and home owners insurance and demand respect, professionalism and honesty. My acct has now been charged the inflated price while I look for auto coverage elsewhere. However, If I was promised a discount by 2 employees on separate recorded calls ; then that discount should have been honored.
|
| 09/16/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX & XXXX, I called USAA about fraudulent activity on my account. I was trying to get a loan and had to provide certain information so that the company could verify my direct deposit. I have done this before on two other loans that I am currently paying on. With that said, the company was fraud, and they posted a apple check on my account and XXXX themselves money. I have the emails and the fake application and loan information from the company. With that said, I immediate called USAA. They locked my account and proceeded to tell me that they were closing my account. I was fine with that however I am a XXXX XXXX XXXX XXXX veteran and my only source of income in the amount of {$3200.00} was being set to that checking account on midnight XXXX XX/XX/2021 from the Department of Veteran Affairs. USAA told me that they would keep the money indefinitely and that i could not access the funds. They also stated that it will take 90 days for then to decide if I would receive the funds. In short, this is theft of assets by a bank without cause. The hardship this has caused me is irreversible. I have had to not pay my rent, car insurance, and other debts. My car insurance is through USAA and now that is being terminated. The bank insists they are a bank for service members and veterans. I have filed a civil lawsuit against USAA. The Department of Veteran Affairs has also filed a tracer claim against USAA. I have written my state representatives offices and the FBI. I have filed numerous complains against this Bank. Banks in the united states, can not just steal and hold money and the only source of income of an individual. They are not paying interest on this money and I do not have access to it. Please help. USAA have been doing this to veterans and service members for years. Please investigate their practices. Thank you.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX Checking account # : XXXX Attached is the company or fake company that caused this mess.
|
| 04/02/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Complaint regarding USAA FSB unfair acts and practices. The USAA did not conduct a reasonable investigation of my credit card dispute v. XXXX regarding a charge of {$110.00}.
I was notified that I did not provide the requested supporting documentation.
No specifics were given. I disagree. I attempted to upload and uploaded the supporting documentation through the USAA website and App. Based on that documentation the USAA should have concluded that XXXX unfairly cancelled my tickets without my consent. I contacted USAAs Director and CEO XXXX XXXX but have not received a response.
The USAA continues to engage in unfair acts and practices in my case. They should provide full, clear and unambiguous description of their investigative efforts. In early XXXX the USAA was ordered by CFPB to pay {$15.00} XXXX in fines and restitution for unfair acts and practices.The CFPB determined that USAA FSB failed to stop preauthorized electronic fund transfers and denied customers a reasonable error resolution investigation.
The USAA is poorly run. The quality of its services has precipitously deteriorated.
My dispute regarding XXXX should have been resolved in my favor based on the documentation I provided.
I request the Board of Directors investigation of unfair acts and practices in this case. No response was received.
It is also no longer possible to communicate with USAA via messaging regarding banking matters. The messages are limited to Investments, Insurance and comments about its website. The USAA customer care is in severe decline. It is no longer possible to file grievances and communicate with the Board Members via messages.
These practices are unacceptable.
I no longer have my auto insurance with USAA because the USAA rates are unreasonably outrageously high.
I am a XXXX member of the XXXX XXXX XXXX.
I should receive the best treatment possible from the USAA.
Thank you for your anticipated help.
Very respectfully, XXXX XXXX, XXXX, XXXX ( XXXX.
XX/XX/XXXX.
|
| 03/27/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Late XX/XX/2023, I was attempting to sale my boat. I was working with a potential buyer and the buyer sent me a business check for the purchase of my boat. I called USAA and informed them that I was selling my boat and I had a check that was suspicious to me. I asked how to determine if this was a fraudulent check. The USAA representative told me the only way to determine if the check is fraudulent is to deposit the check and let USAA run the process. As long as I don't touch the funds, they would just pull the funds from my account if it was deemed fraud.
A few days later, I called USAA back after having some suspicious correspondence with the buyer that made me assume that the check was fraud. I called USAA back, told them I assumed this was fraud and opened a fraud case with USAA to investigate. About 5 days later, I was notified that the check was fraudulent and they removed the funds from my account. The security person told me that if I deposited another fraudulent check, I would be removed as a member of USAA after 25 plus years.
Now USAA has added a restriction on my account so I am no longer able to deposit checks above {$1000.00} dollars a day. Even though, in their own documentation, it strictly states that no negative actions will be taken against my account. Now USAA is telling me that due to the fraud check, my account has been tagged and will not be able to be reviewed for another six months.
USAA escalation managers, two of them, have told me its my responsibility to now that a check is fraudulent before depositing it into my account. So much for USAA protecting the consumer. Didn't realize I have to have a financial background to determine how a check is fraud or not.
I do not have the ability to mobile deposit checks now. USAA is refusing to assist, even though I did everything by their guidance. USAA after 25 years of being a member is treating me like I am the criminal. This is complete, utter, disappointment in USAA. I expected better!
|
| 09/24/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
On XX/XX/2021, I submitted an auto payment to USAA one day before the scheduled due date where I have an automatic payment plan. I received a pop-up that read " You are currently on an Automatic Payment Plan. By continuing, your next draft will be reduced by the amount of this payment. '' On XX/XX/2021, USAA took another {$900.00} from my account, which immediately placed me in a situation where I wouldn't have enough in checking to cover my weekly obligations. I called USAA on XX/XX/2021 to resolve this issue only to be passed around to different offices. I finally reached the loan department where the operator informed me that USAA starts processing these debits up to 4 days in advance so payments made within that window will be treated as an extra principal payment. I find this highly deceiving as the pop-up that I received did not mention this. Had they, I wouldn't have made this payment. If the USAA web administrator would simply add this note to the already existing warning, I'm sure that it would serve their customer base well and not put them in situations where they couldn't pay their bills. USAA further tells me that there is no way to return the money despite my checking account being USAA with the payment still in " pending '' status. When I told the loan department that I wasnt satisfied with the resolution, I informed her that I would like to dispute the charge. She told me that she would have to transfer me back to the banking department. After transfer, I waited on hold for over 40 minutes before finally hanging up. I later reviewed the Consumer Loan Note Disclosure and Security Agreement and Authorization Agreement for Preauthorized Loan Payments signed on XX/XX/2021 and there is nothing that warns the consumer that payments made within the 4-day window of automatic payment will be ignored. I have been a USAA customer for almost 20 years and have many vested interests through them, I thought that they would be willing to help a lifetime customer.
|
| 06/24/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
On XX/XX/2020 I used my Checking account debit card to purchase airline tickets through XXXX. The flight was scheduled for XX/XX/2020 ; flying from XXXX XXXX, XXXX to XXXX XXXX, Texas. As a result of the Corona Virus pandemic the scheduled airline ( XXXX ) announced that they were no longer flying Internationally in late XX/XX/2020. We immediately notified USAA of the circumstances and asked that USAA charge back XXXX for the {$650.00} USD that was charged to the debit card. USAA responded that we had not disputed the charge within 30 days of the transaction and had closed the dispute as a result. We contacted USAA on XX/XX/2020 and explained that the charge was for airline tickets and that it seemed appropriate to extend the time limit as tickets are often purchased in advance of travel. A USAA supervisor agreed and said that the dispute would be " re-opened '' and we would hear from USAA within 10 days. On XX/XX/2020 we called USAA again and asked for a status of the dispute. USAA said that nothing had been done on the dispute but the " dispute resolution team '' would contact us within 2 business days. On XX/XX/2020 we again contacted USAA as we had not been contacted and were told that this dispute had been closed on XX/XX/2020. We were told that " nothing could be done '' because it had been more that 120 days from the transaction. We explained that we had had every intention of using the tickets until the airline cancelled the flight in XX/XX/2020 when we first contacted USAA in this regard and had contacted USAA immediately once the cancellation was announced.
We also contacted XXXX and asked for a refund. They stated that we had to wait until 14 days before the flight to verify that the flight was cancelled. We contacted XXXX 14 days before the scheduled flight and requested a refund per US Department of Transportation regulations for flights originating or terminating in the US. Their response was " we are not offering refunds for cancelled flights ''.
|
| 10/11/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
I have been blocked from using the full services of USAA banking online etc since XXXX. They have claimed it to associated from an Insurance underwriter blocking me when I supposedly was involved in a crime while insured with USAA. I have called, emailed, chatted on FB etc with them and they still will not figure this out. I am being discriminated by having a crime that I have completed my sentence/parole etc. This has also brought complications to my familys accounts as well.
XX/XX/2018. USAA replied with the following. In your submission, you state that you have been blocked from using USAA online banking services. You contend that you were advised the restrictions originated from an insurance underwriter who blocked you because you were supposedly involved in a crime while insured with USAA. You add that you have tried communicating with USAA and this has not been figured out. You ask for USAA to restore full access or provide information to show how these processes are reviewed and implemented. Mr. XXXX, the USAA Federal Savings Bank is unable to address your inquiry about the restriction on your account as this pertains to an insurance product. The FSB was notified that the appropriate party reviewed and attempted to respond to you about this matter. If you have additional questions, we remain available to assist you.
How is USAA Federal Savings Bank not able to address my inquiry about the restriction on my account as this pertains to an insurance product? USAA owns or is a parent company that owns the Insurance Company. When and how did the appropriate party reviewed and attempted to respond to me about this matter? Who is the appropriate party you speak of? Please show me or tell me how this was done. You say you are will to assist, ok. Who do I contact about flipping the main switch to allow me access to full online banking? Do you run background checks on all your customers? If not, I see that you are discriminating against me. How can we fix this?
|
| 12/15/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Servicemember |
|
On XXXX XXXX XXXX my husband and I were both approved for XXXX by Usaa for two auto loans. My husband purchased a new 2017 XXXX XXXX in XXXX, and on XXXX XXXX, I purchased a 2015 XXXX XXXX with 37,883 miles from XXXX XXXX XXXX for 26,745.50. Upon the purchase I called Usaa on the dealership phone because my cell phone battery was now dead, so in the presence of my husband, XXXX XXXX the finance manager, and XXXX my sales person, I gave all the information and we discussed the terms of 72/82 months and the interest rate of 4.59 % with a payment of XXXX as per my previous discussion which included the gap insurance. I received a call from The dealership three months later in XXXX informing me that Usaa had not funded the loan. I along with XXXX XXXX the finance manager spoke with someone in escalations at Usaa and they assured us in will be handled in two days. The loan funded, but to my surprise as I kept calling Usaa to understand why after the funding, my payments are conflicting to say the least. One note have the loan amount financed as XXXX for terms of 12 months interest rate of 5.3277 % and payment of XXXX, then the second note shows XXXX was financed with a 5.3252 % int rate and monthly payment of XXXX this is predatory lending. I was told by both XXXX XXXX ID # XXXX, and XXXX ID # XXXX that the representative XXXX choose the incorrect terms, and both acknowledged it was Usaa mistake, but the only way to resole the issue was to refinance the loan. I filed a complaint with the Office of the Comptroller of the currency and i received a call from XXXX XXXX in the office of the XXXX, who still insists that refinance was the only resolution, i agreed and give the okay to pull my credit and was denied due to not having enough credit. This is predatory lending and i did not agree to any of these terms. Prior to the loan funding Usaa did n't even see my car in their system, they are trying to cover their unscrupulous behavior, and Usaa should be held accountable.
|
| 01/02/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank, my installment loan servicer, has intentionally supplied inaccurate information to credit agencies for a duration exceeding 50 months. The account fraudulently reported as charged off corresponds to my consumer loan initiated on XX/XX/, with an initial sum of {$6600.00}. USAA FSB reports the charged-off amount as {$4700.00} on an account I never defaulted on. The installment loan servicer not only fraudulently reports the account as charged off but also provides false details pertaining to this assertion. Consistently, USAA FSB provides varying information to XXXX, XXXX, and XXXX. Only through my disputes with XXXX has the information somewhat aligned with the actual series of events involving my vehicle and account. Despite my persistent efforts, FSB maintains an erroneous report to the other credit agencies, stating that I made payments in XX/XX/, whereas the last initiated payment took place around XXXX. The installment loan servicer declines to furnish a payment history, leaving me unable to accurately specify payment dates and amounts. Furthermore, USAA FSB has ignored XXXX XXXX XXXX XXXX XXXX which articulates what a holder should do in the event it repossesses a vehicle thereby forfeiting any rights and remedies to collect a payment. Despite numerous requests for account statements and payment history, USAA FSB has only provided blank records for time periods excluding the months in which I made payments. Despite communicating this matter to XXXX, the account continues to be reported inaccurately. Through their persistent reporting of this account, USAA FSB is in direct violation of 15 USC 1681s-2 ( a ) ( 1 ) ( A ). I maintained a timely and early payment record with USAA FSB, commencing payments in XX/XX/. Even according to USAA 's report to the credit agencies, I made a payment of {$1900.00}, which could not have resulted in a default in XXXX, XXXX, or XXXX, considering my scheduled payments were {$160.00} during that period.
|
| 03/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
This bank USAA has continued to charge me late fees. Each month, I have made my payments using my bill pay for my bank XXXX XXXX XXXX. Every month, USAA sent my payment back and not once tried to get a hold of me to make me aware that the full account number needed to be on the front of the check that is sent in. I have called USAA several times letting them know that this was an issue that my bank kept sending payments in on my behalf and none of the checks were being cashed by USAA making me accrue a late payment. Why would the representatives not know that the full account number is not disclosed on the statement, but USAA expects me to guess this information and know that it should be on the cashers check before my bank sent the payment in. USAA 's reps didn't know, so how would me or my bank know that this was an issue? USAA allowed this to go on since XX/XX/XXXX, which is almost 1 year of sending back my payment for my credit card. They should not have been charging me any late fee when my bank issued a check. Why didn't anyone know that this was going on almost every month for almost 1 year?? This is a banking issue, not an issue where I had any control. I made my payment on time each month in good faith. Why would this type of thing even be going on with a Federal Banking institute? Today ( XX/XX/XXXX I received a call from XXXX XXXX XXXX ( Advocacy Advisor I ) ( XXXX ) XXXX ( Mobile ( XXXX ) XXXX, shortcut # XXXX, spoke to her by phone for 1 hour, told her about me being charged all those late fees and explained to her that I expect USAA to refund all those charges and that this issue was through no fault of mine. I have a printout of all the checks that my bank ( XXXX XXXX XXXX ) made out and sent to USAA to only have those payments be returned back to the bank and I bee charged a late fee. This is not right and I expect USAA to refund any additional late fees they they charged me XX/XX/XXXX - {$21.00}, XX/XX/XXXX - {$21.00}, XX/XX/XXXX for {$25.00}.
|
| 03/12/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
Accounts XXXXXXXX and XXXXXXXX Military Affiliate Credit Cards. Credit limits for both cards {$27000.00} based on false consumer house hold income of {$150000.00}. USAA participate in consumer and bank fraud along with their business partner XXXX known as XXXX XXXX XXXX base in Nevada. XXXX is dishonest of raising capital for their clients through their business partner USAA and many other banks who participate in consumer and bank fraud such as XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX and XXXX XXXX by filling out false information online consumer credit application and using false information and false Business Projected Income as Stated Income in the consumer house hold annual income to allow for the client to get a high credit limits for start ups. This is called fraud. It is not the consumer fault of deception by XXXX XXXX XXXX and the Banks. Business Projected Income is use for business credit and loans for business. Stated Income mainly a Stated Income Mortgage where you provide some documents such as bank statement. There are hardly any more banks accept Stated Income due to the market crash. Due to Dodd Frank Act lenders are required to ask for proof of Income to meet the reqiurments.. USAA is only for USAA members and Military and family members. The Military affiliate credit cards were never open to Non Members and Non Military at any giving time. Sending me phony XXXX tax forms and a {$10.00} dollar refund check with different account numbers. XXXX and USAA are still working together to commit consumer and bank fraud. USAA is destroying my credit due to their action of wrong doing. I had tried to communicate with USAA by emails. All USAA is reading my emails and not responding I am being ignored. USAA is not denying anything that I am accusing them of. I only communicate by email and not by phone. I GOT XXXX!! USAA needs to respond to my complaint online and not send me a letter with their response unless USAA got something to hide
|
| 05/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Sir or Ma'am : In XXXX of 2022, we had a scheduled transaction series canceled without warning or explanation. This was set up to go from my personal account to our joint account. It has been doing this for years. Importantly, USAA says that ONLY the customer can cancel a transfer. They offer no explanation as to how this happened.
We restarted the series. It did not go well. Somehow, starting the series results in a magical counter series. From XXXX to XXXX, {$2000.00} went into the joint account and then {$2000.00} came right back out. In each instance, we canceled the errant series and confirmed that it was canceled in the system ( i.e. not showing as pending transfers ). The next month it would pop back up.
We contacted USAA after canceling the errant series the fourth time and USAA confirmed the problem. It was canceled on the consumer side but not on their side. Well, that is the problem. To date, many months later, USAA still can not confirm that the series undoing our actual recurring transfer is ended. It's impossible.
In the last instance, this caused an overdraft. That incurred fees we would like refunded, particularly after USAA confirmed that canceling the errant series on our end was indeed NOT working.
Instead of doing so, USAA has resorted to petty gaslighting and outright mendacity.
According to USAA, for three months in a row, we set up the transfer we wanted and then immediately undid the transfer. Apparently, we are so unmoored from reality, that on the third instance, we did it and DELIBERATELY caused an overdraft on our own accounts. Worse, when reporting this, we were apparently trying to make sure it happened a fourth time rather than have the problem with the uncancelable transfer stopped.
No amount of communication appears to have any effect whatsoever.
Customers are apparently just moving money to an account for a day and then taking it back out for no other reason that to be mean to the bank. These guys are absurd.
|
| 11/29/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Credit monitoring or identity theft protection services
- Problem canceling credit monitoring or identify theft protection service
|
|
Web |
|
|
I am following my old complaint # XXXX which is closed now. So I created a new one.
I want to close an account ( # XXXX ) that was fraudulently opened without my permission in the USAA bank in XXXX. I know that USAA Bank has already declined my request because of a lack of evidence of bank error.
Also, I want the USSA bank to provide me with what kind of evidence the bank has that I personally opened this account.
Also, I want the USAA bank to provide me with information about what type of document the bank accepted as proof of address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ) for opening an account # XXXX thief provided. If it's possible I'd like to receive this document I am asking the USAA to provide me with this information because from XX/XX/XXXX to XX/XX/XXXX I wasn't in the USA at all. That means that in XXXX when account # XXXX was opened I could not be legally in the US at this period of time and I could not provide any legal US documents to open this account. That's why I'm sure that the document " Proof of address '' that the thief provided ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ) to open this account was fake.
So I am asking to answer these questions : - How did the thief open this account with fake documents?
- How did the USSA bank accept this fake document in XXXX ( when I wasn't in the US and didn't have any legal status to live here since XXXX ) - Why the USAA bank doesn't want to close this fraudulent account without any evidence that I've personally opened it - Why the USAA bank doesn't request evidence from me that I am not liable for this account? I can provide scans of all the pages of my old and new international passports with a XXXX XXXX I had in XXXX ( when I received my SSN ) that expired in XX/XX/XXXX, and other traveling history in XXXX till XXXX when I again came back to the US with a new legal status to live in the XXXX for UXXXX XXXX XXXX XXXX. Just let me know where I can send it.
Thank you, XXXX
|
| 02/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
We discovered pending fraudulent charges on our account ( USAA ) on the morning of XX/XX/. We immediately contacted the credit card company and gave them the information. They went through our recent charges and had us agree which ones were real and which ones were fraudulent. There were four fraudulent charges. They said they would be flagged and removed and cancelled our card and requested a new one. Since the charges were pending we were told they would just drop off and not go through. Well, two days later the two smaller charges dropped, but the two larger ones ( total about {$1600.00} ) were allowed to go through. We called again right away because our bill is due tomorrow, and we didn't know how much to pay because of what was going on with these charges that never were supposed to have posted in the first place. They told us that the person we talked to " accidentally '' didn't flag those two. We asked that they be removed right away so we didn't have these charges showing, have to pay interest on them, and so we would know how much to pay them since we pay the card off every month. They said they couldn't do that. I asked to speak to their " complaint department '' ( or whatever it is called- they told me they had a department when I asked ). They said they couldn't transfer me without me giving them my " account ID ''. I said " what are you talking about? What account ID? I don't even know what that is. '' I asked if it was a password. The operator said " no ''. Then I said " I don't know what ID you are talking about ''. And she just kept asking for my " account ID ''. I said I don't have that and don't even know what it is but am happy to prove my identity with whatever questions they wanted to ask. This went back and forth for a minute until I ended up just ending the call. They refused to let me talk to their resolution people once they admitted they " forgot '' to take off the charges and I was stuck with them until after my bill was due.
|
| 07/20/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Refer to CFPB complaint XXXX for background with my issues with USAA.
As a result of their admission of fault in the result of cancelling my accounts without merit, I discovered they reported an open credit card account for the month of XXXX.
Referring to the response from USAA on CFPB complaint XXXX : " XXXX XXXX, XXXX staff facilitated a re-review of the decision to discontinue doing business with you. It was determined that the decision was made in error, and steps were taken to reverse the actions taken and the restrictions were removed. We addressed the identified opportunity with the individual involved, to ensure appropriate handling of similar situations moving forward. We regret any frustration you experienced. '' If you refer to the CFPB complaint, you will note that I was informed ( apparently ) on XX/XX/XXXX by " XXXX '' that my accounts were closed. I learned this in a call with the Office of the CEO on XX/XX/XXXX - check the call recording. This was in the notes of the action made by " XXXX '' when she went to cancel me. In the attached document, you'll note the credit card was opened in XXXX, after I was cancelled by " XXXX '', yet the result from the CFPB complaint was in XXXX.
I have never used this account, did not have access to it, did not activate any cards with the account.
I've tried to dispute this invalid credit card account via the Credit Bureaus, and so far XXXX has reported that USAA has rejected this as " open '' still. At the same time that I closed the checking/savings account, I also asked to close this " ghost '' credit card account.
I have been rejected for new credit cards from other institutions because of this " ghost '' account showing on my record.
My credit score has dropped XXXX points as a result of these action ( s ) by USAA and the unjust retribution actions by employee " XXXX '', with USAA falling in line with those actions until CFPB complaint XXXX was filed and those unjust actions reversed.
|
| 03/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
XX/XX//23 I was victim of a phishing scam ; no assets were lost ; XXXX/XXXX/23 bank froze my checking and savings accounts. XX/XX/23 attempted to use existing debit card, declined by vendor. XXXX/XXXX/23 new debit and credit cards sent by USAA, activated ; received communication from USAA indicating that no fraud had occurred. I contacted USAA and requested a re-review of all circumstances. XXXX/XXXX/23 attempted to use new debit card, declined. XX/XX/23 USAA communication indicated that I would receive another debit and credit card. I will activate and likely have transaction declined as USAA organizationally does not appear to have integrated their systems to preclude new cards being sent to subscribers with " frozen '' accounts.
I have made numerous calls to the security and fraud department of USAA regarding frozen assets, the status of my auto bill pay, USAA insurance, mortgage and XXXX XXXX XXXX payment, accrual of interest on savings account with no response. At NO time did I receive written communication from USAA. Further neither me nor USAA sustained any financial loss due to this criminal activity.
On XXXX23I drafted a letter to the USAA CEO, Chairman of the Board and Sr VP and General Manager Bank Fraud Management and General Operations .
This letter identified the situation, reminded them that I had been a loyal subscriber for over 30 years, as well as a XXXX XXXX XXXX XXXX. I am nearly XXXX years old, XXXX with XXXX XXXX and a recent XXXX XXXX XXXX. I requested the immediate closure of my savings accounts and forwarding of a certified check for the account balances so that I can, with a new bank, purchase my medicine, pay my mortgage, XXXX fees, utilities. I have received no response.
This treatment which I believe is a further victimization of a loyal, senior, vulnerable subscriber, without a clear explanation of the process and access to my funds clearly merits examination from both the highest level of USAA as well as the CFPB.
|
| 02/12/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
USAA Bank, XXXX XX/XX/2022, I booked a room at a resort, was charged {$420.00} to my card, After booking, they never sent me reservation info, no contact info my info was put in someone else 's name. When I looked on my bank to try to see if I saw a number The name of the company that I went through for the reservation was not listed, I found out there was another company, I immediately called them and told them I wanted to transfer and I told him the reason why, I that the room is in another name, I would not get my money back, and I would not get a credit. I immediately for my bank and let them know what was going on, The bank reversed to charges back to me, I waited for my bank to contact me but never got anything in the mail as I do not do paperless. I was told that I would get something in the mail within 14 days never received it, then I looked at my account and saw that the transaction will receive first back to the company. In my case was considered closed. I explain to the rep that I don't have PDF, and I don't have a computer everything I do is on my phone That's why I prefer they contact me by phone or by mail. Because of them I took the money from my account it causes me to have multiple XXXX fees for transactions that could not go through I requesting they reverse to XXXX fees and I'm requesting my money we put back into my account. It is important of an individual says that they XXXX information be mailed to them that it be mailed to them. USAA Bank has not been very kind, there was an incident where I had a XXXX loan and I was assigned a representative through them to help with my processing, The guy told me that I should go and buy my home through someone else and then come back and refinance through them because they just didn't have time to work with me. I continue to stay with my bank because my husband who was a XXXX and a XXXX XXXX XXXX them so much and it's because of him that I don't close this account even though he is gone.
|
| 06/10/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
Servicemember |
|
I am at wits end with USAA, and as a 19 year member I have been treated unfairly. These people do not care about their members. Well the XXXX Americans members, I say that because from my experience and the neglect that Ive had to endure. There has been multiple situations where USAA could have come through to mitigate to lessen my damages but gave me the XXXX kiss and I strongly feel that if I were not XXXX-American I would not be going thru this XX/XX/XXXX, XXXX A traumatic injury on the job, my management falsified my records, to maliciously get my Workers Comp. denied. The denial costed me seven months with zero income. Finally got it approved XX/XX/2019 I did everything I could to communicate with USAA to work something out but not one person considered any thing and it was a straight up no and I was giving their XXXX to kiss. USAA would have lessened my damages to prevent service lapsing and out of all the calls out of all the emails, No one did anything and did not try to do anything gave me the XXXX to kiss.
When the COVID-19 issue got to Georgia and my doctor gave me instructions and because of my chronic illness I am at high risk and if I contract the con virus I am at high risk for serious severe complications. I have given detailed emails I have spoken with people all way from the top to bottom These people still could careless and I get their XXXX kiss Still.
My situation has nothing to do anything that Ive done but has everything to do with the process that I have to go through because others try to manipulate the system and misrepresent facts to unlawfully bring harm to me.
USAA does not care about the members at least we are black XXXX-American. And I believe that due to my experiences. I could have been out of date long time ago into a better situation but if your bank that youve been with for 19 years and your father has been with this particular institution since he was XXXX years old cant give you anything something is wrong.
|
| 01/10/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My wife and I purchased a home in XX/XX/2017 using a VA loan ( we are both former XXXX XXXX XXXX ) through XXXX XXXX XXXX. At some point, the mortgage was sold by XXXX to XXXX XXXX XXXX. As per our agreement with XXXX, we payed into an escrow account every month, and from that, the mortgage company payed down our primary on the loan, the taxes on the property, and the Homeowner 's Insurance with our chosen insurance provider, USAA. In XXXX, we were contacted by USAA, who informed us that we were behind on our insurance payments. We were confused, seeing as how it all comes out of the escrow account. My wife contacted XXXX several times to resolve the issue. In order to ensure coverage with USAA, my wife made a direct payment to USAA of {$340.00} on XX/XX/XXXX. She was contacted again in XXXX by USAA, who said that we were again behind. She tried to resolve the situation with XXXX for months, and in XXXX she finally got everything squared away, and XXXX told her that they would send a check to USAA. On XX/XX/XXXX we got a letter from USAA in regard to a refund check that they had sent to XXXX. Apparently, XXXX sent the payment late, as USAA said that they did not receive a payment from them until XX/XX/XXXX. By the time it got to USAA, the account was closed. Since the account was closed, they sent the check to XXXX, since they thought that XXXX was still the Mortgage holder. XXXX then sent the check back to USAA, since they no longer had the account. When USAA got the check back, they forwarded us the message from XXXX, which prompted my wife to call USAA for clarification. USAA then informed her that our policy was canceled due to nonpayment. Unbeknownst to us, we hadn't had homeowner 's insurance for almost a month! To remedy this, we payed the balance of {$640.00} to USAA, and requested to renew the policy. We were informed that since the policy was canceled, our monthly rate would now be {$270.00} per month, when it was {$180.00} per month before.
|
| 03/28/2017 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
1. I have a 84 month CD with USAA - terms ended in XX/XX/XXXX 2. I called USAA on XX/XX/XXXX and requested the following - a. a copy of the XXXX XXXX from XX/XX/XXXX, and to roll my CD into a Savings Account until I decide what to do with the Money. The Representative XXXX said that this will take place, I requested to mail my XXXX and what ever else I need to do for this transaction to take place - call ended 3. On XX/XX/XXXX I called USAA back to see why I still have not received my XXXX, I spoke to XXXX first that informed me that it was not sent, and that the CD has now rolled over to another 84 month term. I said it was a mistake that it should have been rolled into a Savings Account, XXXX transferred me to XXXX. XXXX explained to me that I would have needed to fill out more information to open a Savings Account, I told him that this was never discussed with me. He researched the original call and said that the call was disconnected. I mentioned that I did not think it was disconnected as I was told from XXXX that he would take care of everything. I proceeded to file a complaint for a resolution. XXXX established an official complaint and said that they will order the transcript of the phone call.
XX/XX/XXXX XXXX from USAA called me, said she is working on my complaint.
XX/XX/XXXX XXXX called me said they reviewed the call - told me that the original request for my XXXX and the request for the CD to roll over into a Savings Account was made by me, but the call got disconnected ) MY COMPLAINT : 1. If the call was disconnected ( why did USAA not call me back? ) They do have information on the call where I requested to transfer my CD into a Savings Account and a copy of my XXXX. In my opinion they did not help me as a customer to complete my request. They let my CD roll over for another 84 month at a 1.01 % interest Rate. This was also not communicated to me in any way.
2. I requested a copy of the transcript of the call, which was denied to me
|
| 04/05/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
This is a partial copy of a letter sent to USAA. A full copy will be attached USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX To Whom It May Concern Regarding Dispute Claim # XXXX My Card ending in # XXXX Amount {$3200.00} After dozens of calls to USAA stretching back months. A recorded XXXX way call between myself, USAA and the company, XXXX. A letter to USAA XXXX Offices in which I received a return call again reiterating the facts presented in my calls and correspondence with USAA, I received the most recent USAA standardized response sent to my email, with no named person, no returning email, and the same standard request asking me to again call and regurgitate the identical facts I have repeatedly stated dozens of times When I was speaking with corporate offices, in response to my letter, I asked for a review of the supporting documentation I provided and that was provided in the 3 way recorded statements of the XXXX representative while on the call with a USAA representative and myself. The recorded statement from the XXXX representative clearly indicated that XXXX refunded the amount in question to USAA. Rather than USAA providing me with any documentation and or explanation for their most recent response, instead USAA sends me a boiler plate standardized email response.
Additionally when I spoke with a representative from the corporate office I requested that I be contacted my mail or via email by a named individual verifying the facts in the case. I asked that if USAA chose to contact me via email and from a named individual I requested the email be one which offered an ability to respond rather than the typical 'no reply emails. But sadly USAA chooses to refuse to engage in a dialogue that deals with the facts, with which, they are in possession. Rather USAA capriciously and arbitrarily issues form letters of denial with decisions apparently predicated on their own best interests rather than the facts or their customers.
|
| 08/31/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On the XXXX of XX/XX/2023, I was apparently spoofed, which I had never heard of that term before, until I was told by the XXXX XXXX department. I received a call from USAA ( the XXXX number ) which popped up on my phone. when I answered, the person on the other end identified herself as whoever with the XXXX department, and had informed me o a suspicious transaction attempt of {$900.00} dollars in XXXX OH, I stated that was not me, and she commenced to ask questions, which legitimately sounded like a USAA employee ( all the same Verbage ) as she was supposedly fixing the issue, she also stated that someone is attempting wire {$2100.00} from your account and she asked if it was me, I said absolutely not, and she acted like she was taking care of it. needles to say I got spoofed because this was not USAA and I had never heard of such a thing. the next day the XXXX, I called USAA to check on my account because I noticed the {$2100.00} was still gone, and I check my account daily. That is when I found out that USAA had no knowledge of this correspondence, this is when I was told I had been spoofed, I was transferred to the XXXX department, where all my info was changed, and the fraud was reported. I called today to find out what the status of my money was, and what was the estimated time of receiving my {$2100.00} and I was informed that they are doing there best to retrieve the money, but if they don't I am out {$2100.00}. I told the lady this was not my fault, and I kept my composer even though I wanted to scream, but it was not her fault. And she said she would report what we spoke about trying to help me get my money back through another investigation, because once again this is not my fault, I thought it was the bank that called. I have been a member for over 25 years and this has never happened. I am reporting this because I just want my money back. what's the point of having a bank if they can not protect the money in it. what happened to FDIC,
|
| 03/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
|
Re : USAA XXXX XXXX XXXX XXXX Credit Card XXXX The reason for my complaint is that i asked for an account Review and a adjustment on my credit report of a late payment dated XX/XX/2021.
If you review my account carefully, along with any customer service notes/interactions ; I had called and asked for a payoff amount on my credit card ending XXXX before I headed out for XXXX. The same day I proceeded to pay off my balance as provided on the website, automatic system and confirmed by a live rep. A few weeks after, I got a notice that I was delinquent on my account by about {$1.00} and it was reported to the credit bureau as not paying my account. As soon as I was aware of this, I proceeded to payoff the balance that I was not aware of, and as you may know, acces to emails or communication during XXXX is very limited depending on the location, which made this more unfortunate for me. I contacted customer service as soon as it was possible for me, and unfortunately the representative was not understanding of my situation and was unable to provide any help or solutions, moreover I was treated like any other person who has been irresponsible with payments.
I am humbly requested that my account is reviewed and the late payment be reversed and reported to the credit bureaus.
Usaa reached out and all they kept saying is that the charge is correct, which indeed I have no arguments against. I informed USAA that the representative provided incorrect information about my pay off right before my XXXX, and I proceeded to pay off what I was advised to close out the balance on the account. The representative provided erroneous information which caused a negative remark on my credit report due to USAA negligence. USAA DOES NOT WORK ON THE WELFARE OF THE SERVICE MEMBERS, they utilize predatory practices that affect consumers, specifically XXXX XXXX military.
See attached statements showing amount due and pay off amounts being equal.
XXXX XXXX.
XXXX XXXX XXXX
|
| 04/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American |
|
USAA credit card services changed my method of billing delivery at some time in late XXXX. For more that 30 years my wife and I have received ONLY PAPER statements for the following : Two credit cards, 2-3 automobile insurance premium, homeowners insurance, automobile loans, and checking account. At no time in those 30+ years have we ever requested or received an electronic billing statement. This specific credit card account often had no minimum payment due OR there was a XXXX balance. In early XX/XX/XXXX I received a notice from 3rd party Credit Reporting company that my XXXX score had dropped XXXX points ( XXXX to XXXX ). I immediately learned that USAA had reported a past due of {$41.00}. I immediately spoke with USAA and paid the full balance and filed a " dispute '' regarding this " past due ''. USAA immediately refunded their late fee, and initiated the investigation. On XX/XX/XXXX I spoke for nearly an hour with a USAA XXXX Member Advocacy representative. That advocate informed me that she had completed all research on the matter and specifically stated that " we have no idea how this happened ''. Furthermore, she stated that " I have done all of the research and there is no process/procedure/facility to determine how, who, when or why this change was made to my account ''. Ten ( 10 ) days later, another representative from the Advocacy group informed me that they were not going to correct the error on their delinquency report. And in complete contradiction to the earlier two conversations with Advocacy that SHE had figured out that I requested a change in billing delivery to electronic on XX/XX/XXXX. The representative was unable and frankly unwilling to provide any documentary evidence that I had made or requested any change. USAA could only assert that I was in my on-line account that day. Therefore, I must have made that keystroke change. This was an error that several USAA representatives had already affirmed in several discussions.
|
| 11/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Account # XXXX Mortgage with USAA / XXXX. XXXX & XXXX XXXX We have had an outstanding payment performance with XXXX for our Mortgage payments. We were notified in XXXX that USAA was selling their Mortgage to XXXX XXXX. We called and asked if there was anything we needed to do and we were told No, that it would be a seemless transition. It was anything but seemless. We were told our direct deposit of our checking account would switch from XXXX to XXXX XXXX. When I checked my credit report it showed late payments from XXXX XXXX. We called XXXX XXXX and and found out that those payments did not get directly deposited into our new Mortgage with XXXX XXXX. In order to make our account current we made a XXXX time payment of {$13000.00}. which made our account current on XX/XX/XXXX. Today I saw that the credit report was now showing that XXXX was delinquent. The woman I spoke with today sent me our transaction history and it indeed shows our account was made current on XXXX, XXXX. The credit report is showing that we have an outstanding balance with USAA XXXX of {$8900.00}. when if fact that was all paid and then some to XXXX XXXX who now owns the loan and we have set up automatic deposit. We do not owe {$8900.00}. look at the account, it is current and yet our credit score continues to go down and you folks have not adjusted the outstanding balance. We are interested in refinancing or taking out a home equity loan but this has killed both me and my husbands credit scores. Please update your records and remove the deliquent months of payment so our credit can get back in good standing. I have talked to no less than XXXX people between USAA and XXXX XXXX. No one could give me an explanation and I was told to schedule a dispute. If this isn't taken care of we will be taking our business elsewhere. I have spent 3 days on this matter which should have been resolved in one phone call.
Thank you in advance for your attention to this matter.
XXXX XXXX XXXX
|
| 10/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Servicemember |
|
I've had an XXXX XXXX credit card with USAA for more than five years. A couple months ago, I received an email notification alerting me that the account would be closed for inactivity if I did not make a purchase on the account. I ordered a new physical card, that was delivered, and on XXXX XX/XX/2022 made a purchase. On the statement due date, XXXX XX/XX/2022, I paid the statement balance of {$26.00}.
On XXXX XX/XX/2022, I received an email from USAA notifying me that the credit card had been closed dude to inactivity for the last three years. Online, the available credit was reduced to XXXX. I attempted to call, and there was no ability to speak to anyone in the credit card department regarding this error in their system. I could only be routed to their checking department, as that was the only remaining account that I had open with them.
This action taken by USAA will detrimentally impact my credit score, as it will reduce my available credit. This adverse action was taken despite my acknowledgement of their notice, and having taken affirmative action to prevent this outcome.
When I called USAA to rectify the problem, I spent almost 40 minutes on hold. When I called back, I attempted to completely end my business relationship with the company. I asked to not only close any open accounts, but to sever all ties with the company completely due to their inability to provide anything approaching competent banking or customer service. I was advised by the representative with whom I spoke that the best she could do is close my account and add a note to my membership.
This is unacceptable. Obviously the best course of action would be for them to reinstate the credit line that was closed due to their administrative error. If this is not feasible, I wish to have every relationship with the company terminated. Their inability to provide a path to either resolution I would consider satisfactory has caused me to open this complaint with the CFPB.
|
| 01/20/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
On Saturday, XX/XX/XXXX, I attempted to access my XXXX account with USAA as a routine checking of funds. ( My wife had already accessed her XXXX account at the same institution without problems. ) I was prevented from accessing my account online until I answered several questions. They included questions about the amount of my net worth, my annual income and whether I was a foreign agent.
I called the customer service at USAA immediately to find out why my access was prevented online to my account. A representative informed me that a division of USAA ( called MOET ) required me to answer those questions or they would close my account. I protested that I did not necessarily want USAA to have direct knowledge of my net worth or annual income. Because it was a Saturday, she suggested I call back on Monday to discuss the situation with a MOET employee. My access to my account was withheld.
On Monday, I called USAA again and spoke with a representative of the MOET division. She stated the Patriot Act required that they ask those questions. She further stated the Federal government required all banking institutions to do this. I protested that no other banking institution I dealt with had asked for this information. I asked to speak with someone else, but she stated no supervisors were available due to the holiday ( XXXX XXXX ). She stated if I did not complete the questions that my account would be closed. I had my wife talk with her as well and she told her the same thing. We told her we were retired XXXX XXXX and all the money in the accounts came from our paychecks while XXXX XXXX. We were not foreign agents of any kind. Eventually, my wife told her we would answer the questions, but the answers may or not be true. ( We did answer truthfully that we are not foreign agents. ) We both believe that USAA violated our rights by conducting what amounted to an unlawful search and seizure of our information. They held my account hostage to this.
|
| 08/05/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I have an account with USAA bank and had a previous additional account holder. The additional account holder was removed ( or should have been removed from my account over a year ago. On XX/XX/2020 I was alerted that my account balance had been totally taken to XXXX. After contacting the bank I was told there had been two transactions made by the previous account holder transferring all funds in my account to a account he had just opened. I immediately told the representative this was unauthorized and to return my funds. I was told he was never removed from my account so there was nothing I could do about it. I asked to speak a supervisor and was given a lead. The lead repeated the same thing as the representative and I again requested a supervisor. A supervisor contacted me the next morning XX/XX/2020 stating that USAA made a mistake they located all the documentation ( it was misfiled ) to remove the previous account holder and my funds would be returned. A week later I still had not received my funds back so I called back and was told that it was determined that there was no fraud and the case was closed with the previous account hold still on the account. After speaking to several people they apologized again removed him changed the address back to the correct address and sent it back to the fraud department to review and return my money to my account. I just received a, letter dated XX/XX/2020 stating once again that after review they determined the there was no fraud. I have no idea how anyone can come to the conclusion that there was no fraud committed when this person was supposed to be removed from my account a year ago and was allowed to transfer over {$3500.00} from my account without my knowledge. I have filed numerous claims stating this transaction was unauthorized and am willing t file a police report if needed. The bank has admitted fault more than once but yet I an still fighting to get my money back because of their mistake.
|
| 10/31/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
After recent cancellation of membership, I received multiple calls with attempts to collect a debt for a credit card in which I have submitted payments for previously with outstanding payment history. Though I submitted my payment via check XXXX did not acknowledge the payment so I resubmitted my payment via money order in which was deposited on XX/XX/2016. Through the many attempts to submit payment XXXX continues to raise the statement balance with outstanding interest fee and fails to update the payment balance. When I made my payment of {$350.00} my balance was XXXX, as of today the balance is XXXX and continues to increase with interest fees and no reflection of the payment of {$350.00} made in XX/XX/XXXX. I have contacted the Risk Committee, XXXX, XXXX, and may other individuals/departments within the bank dated back to XX/XX/2016. I have sent many letters to have this item removed from my credit report do to inaccurate information and lack of processing, but nothing remains to be done. I have contacted a lawyer to resolve this issue but the bank continues to draw a blind eye. Overall in conclusion, I have paid this credit card a total of XXXX times, once with a check and another with a money order. I have contacted the bank on numerous occasions but continue to have the phone disconnected and the issue not resolved. With my payment of {$350.00} towards a balance of {$360.00}, no payments have been reflected and interest continues to raise bigotedly and this installation continues to remain a huge burden hindering my valuable credit history. I have contacted a lawyer and the XXXX credit with attempts to resolve this issue but remain unsuccessful in this matter do to XXXX failing to reflect payment/paid off balance. Thank you for your help in this matter and I am greatly appreciative of removing XXXX defaults from my credit history and back rolling unnecessary inaccurate charges as a reflection of mishandling process on the banks behalf.
|
| 06/23/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
Servicemember |
|
We have been using USAA checking and other services for many years. In early XXXX, we had one instance in our checking account where we noticed that our checking account was in the negative. We thought we'd had an overdraft account with associated with this account, but it turns out we didn't. We immediately transferred in {$1000.00} to cover the deficit, but apparently it was too late. Soon thereafter, I tried to deposit my payroll check- USAA put around {$3000.00} of the check on hold for over a week. I was only able to access {$500.00} of my check. This has now happened about 4-5 times. Each time I can only access {$500.00} no matter how big the check is.
This has caused problems for us how to wait a week before paying bills and during this time we had a vacation planned which caused a good deal of stress. Each time I have called customer service- twice they have been able to waive the hold. Customer service really has no ability to make a decision, it sounds like it's based on a computer algorithm. Please note, we are not chronic overdrawers- the overdraw was probably the first and only on our checking account in 15 years. I have asked to speak to managers and I'm usually not able to but once I spoke to the XXXX of Customer Relations I believe and he made it sound like everything would get worked out but I never heard from him or anyone else afterward.
We'd like to switch banks at this point, but we're very busy and it would be such a hassle with automatic payments and making sure everything is switched over because we'd also have to switch our auto insurance, home insurance, renters insurance, life insurance and more because all of our payments are going through USAA.
I feel like our money is being held for ransom. If they held {$500.00} I can understand that, but to only allow us to use {$500.00} out of a {$3500.00} check is completely unreasonable. I hope something can be done to prevent USAA from doing this now and in the future.
|
| 07/18/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
USAA has been applying my credit card payments incorrectly and charging interest for every purchase made with the card, in violation of the Credit CARD Act of XXXX. In XX/XX/XXXX, I transferred several credit card balances to my USAA credit card account with a promotional 0 % APR until XX/XX/XXXX. After the balance transfer was complete, my payments to the credit card account have been above the minimum due and paid for all purchases made. When I reviewed my statements since the beginning of the year, it is clear to me that my payments are not being applied in accordance with the Credit Card Accountability Responsibility and Disclosure Act of XXXX section 104, which states : " Upon receipt of a payment from a cardholder, the card issuer shall apply amounts in excess of the minimum payment amount first to the card balance bearing the highest rate of interest, and then to each successive balance bearing the next highest rate of interest, until the payment is exhausted. '' When I discussed my concern with USAA, the representative explained that only a portion of my payment went towards purchases and that the only way to not be charged interest for purchases would be to stop using the credit card. None of this was explained in the balance transfer agreement. The USAA representative also explained that there was no way to tell by looking at the statement how much my payment would have to be to not be charged interest for purchases. As an example to how my payments are being applied incorrectly : My statement dated XX/XX/XXXX shows that I was charged interest for {$250.00} for regular purchases. Also on this statement, I made {$380.00} in new purchases and payments totaled {$2200.00}. The next statement dated XX/XX/XXXX shows that I was charged interest for {$310.00} of regular purchases. My payments the previous month were {$2100.00} above the minimum payment due so there should be {$0.00} interest charged if my payments were allocated correctly.
|
| 07/17/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I 've been a member of USAA since 1990. Like millions of Americans, I was hit hard by the Great Recession. And was divorced, lost my job and forced to sell my much devalued home through short-sale ALL in the same year. Subsequently, I was forced to file for bankruptcy. Got back on my feet within two years but, USAA blocked access to their " full '' website immediately. For 3 1/2 years I have only been allowed access to my accounts through a minimized web page holding only cryptic information as an alternative. When I log into USAA, it actually closes immediately and transfers me to another page where you have to go through the entire procedure again. The " new '' web site that opens only offers minimal access. USAA also insures my car and when I had an accident a month ago, I could not see vital information pertaining to my claim. Their actions are clearly punitive. I kept my pre-bankruptcy bank accounts open ONLY to pay my insurance bill each month without much bother and do business through another bank. It is disturbing that I can not access information that is mine. Communicating with the adjuster has become nearly impossible as I can not download forms, photos or send emails that are allowed through the full web site. All things necessary to complete my damage claim.
I have read online from other USAA members that this is a common practice for USAA that amounts to a " punishment '' for losing financial stability. Punishment on its members for causing the bank lose capital either through defaulted loans or credit card debt.
An interesting side note. I also have an IRA brokerage account through USAA. Numerous times I have tried to place money in the IRA and been rejected. The full web site offers easy access for adding to IRA and similar investment accounts. The reduced web site access offers no avenue for increasing the amount in my IRA which has stayed at {$11.00} for 3 1/2 years. Seems USAA does n't want my investment dollars either!
|
| 04/27/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
My name is XXXX XXXX XXXX and I am an XXXX XXXX, XXXX ; I have recently been a victim of fraud. Someone is depositing checks into my account ( means unknown ) and withdrawing the funds from various ATM 's and XXXX in XXXX, XXXX. The checks are of course faulty ( labeled XXXX XXXX, which no longer exists ) and put my account negative {$40000.00}, plus the {$2100.00} I had in their before the activity began. I reported suspicious activity as soon as I noticed the issue, changed all of my info, reported it to the USAA fraud department, placed fraud alerts with all XXXX credit bureaus, filed police reports with the XXXX ( CID will NOT take the case ; told me to try contacting XXXX PD ), etc. USAA is holding me liable for the negative balance on the account and are exercising their right NOT to do business with me. USAA was unable to explain why I was not notified of fraudulent activity ( I am signed up for fraud alerts ) although activity is taking place in XXXX, and I 'm XXXX XXXX. When I asked why they would allow the account to get so bad, they responded with, " We allowed the funds to be immediately available because you have been a valued customer for so long. '' I was never notified of activity taking place across the US, I never called USAA to make them aware that I was going to be in XXXX, etc. I am married to an veteran as well, and together we have an XXXX yr old daughter. This has put us in a financial bind because XXXX of my XXXX paychecks was directly deposited into the negative-standing account because I was unable to change it in time. I am past due on multiple bills, etc. The ultimate solution I am looking for is to NOT be held liable for the negative balance of {$40000.00}, and to receive my {$2100.00}, which was garnished in the account. If USAA chooses not to continue business with me afterwards, I am ok with that. Any assistance you can provide me would be great. I have also contacted Congressman XXXX XXXX, XXXX XXXX of XXXX.
|
| 06/24/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I received a settlement check from a car accident and deposited it via mobile onXX/XX/XXXX for {$3800.00} into my USAA account. The attorney that issued the check banks with XXXX XXXX XXXX. After taking a picture of the check and making the deposit I placed the check in a folder where I keep important documents. In XXXX I was going back and fourth to the library and I carried my folder with me. XX/XX/XXXX my husband took my vehicle to a XXXX dealership to get my vehicle detailed. He stated he placed my folder in the trunk of the car. XX/XX/XXXX I checked my account online and noticed XXXX missing. I contacted USAA and they told me there was a duplicate transaction with the check. I went to the trunk of my vehicle, looked in my folder and noticed the check was not there. My husband went to the dealership and spoke to the manager, he stated he would review the cameras. We contacted USAA again and filed a fraud claim on our account. I went to XXXX County Police departmentXX/XX/XXXX and filed a police report. Case # XXXX. I contacted the attorney and advised him of what was going on. He stated he did not see a dup check on his end. OnXX/XX/XXXX I received a copy of the check from USAA. The check was presented to XXXX XXXXlXX/XX/XXXX on XXXX XXXX. I went to that XXXX XXXX branch and spoke to the manager he stated the fraud would need to be handled by USAA and XXXX. I went to XXXX police dept and filed a police report Case # XXXX. The detective stated he spoke to the person that cashed my check she stated she met her cousin and a female, he told her it was his girlfriend and she was having problems with her account and asked her to cash the check for her. It is nowXX/XX/XXXX all involved banks are stating it is not their fault it is the other bank. USAA and XXXX have both closed their fraud investigation and I do not have my money back. I have fallen behind ALL my bills because of this situation and would like for this to be resolved immediately.
|
| 03/12/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
Accounts XXXXXXXX and XXXXXXXX XXXX XXXX XXXX XXXX. Credit limits for both cards {$27000.00} based on false consumer house hold income of {$150000.00}.
USAA participate in consumer and bank fraud along with their business partner XXXX known as XXXX XXXX XXXX base in Nevada.
XXXX is dishonest of raising capital for their clients through their business partner USAA and many other banks who participate in consumer and bank fraud such as XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX and XXXX XXXX by filling out false information online consumer credit application and using false information and false Business Projected Income as Stated Income in the consumer house hold annual income to allow for the client to get a high credit limits for start ups. This is called fraud. It is not the consumer fault of deception by XXXX XXXX XXXX and the Banks.
XXXX XXXX XXXX is use for business credit and loans for business. Stated Income mainly a Stated Income Mortgage where you provide some documents such as bank statement. There are hardly any more banks accept Stated Income due to the market crash. Due to Dodd Frank Act lenders are required to ask for proof of Income to meet the reqiurments..
USAA is only for USAA members and Military and family members. The XXXX XXXX XXXX cards were never open to Non Members and Non Military at any giving time. Sending me phony 1099-c tax forms and a {$10.00} dollar refund check with different account numbers.
XXXX and USAA are still working together to commit consumer and bank fraud. USAA is destroying my credit due to their action of wrong doing.
I had tried to communicate with USAA by emails. All USAA is reading my emails and not responding I am being ignored. USAA is not denying anything that I am accusing them of. I only communicate by email and not by phone.
I GOT XXXX!!
USAA needs to respond to my complaint online and not send me a letter with their response unless USAA got something to hide
|
| 11/09/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
RE : Complaint against USAA Federal Savings Bank ; Refusing to Allow Deposit of {$160000.00} U.S. Treasury Check Dear CFPB Representative : This is a complaint against USAA Federal Savings Bank for its problematic online-deposit policy and breathtakingly deficient service. USAAs behemoth bureaucracypersonified by its process-over-people, systems-over-service apparatushas become too big to assist a lone customer. Thus, Im turning to the CFBP for help.
As your agency reviews this complaint, please recognize my honorably-retired-veteran status and afford any protections the CFPB might confer to similarly-situated consumers.
Turning to the complaint, succinctly put, this is what happened. On XX/XX/21, I called USAA to ask if I would be permitted to mobile deposit a forthcoming U.S. Treasury check for about {$160000.00}. Bank employee XXXX assured me USAA could definitely take care of it [ and I ] could definitely get the check deposited. ( Attachment 1. ) But later that dayafter I received the Treasurys check in the mailanother USAA employee ( Adrianne ) gave a 180-degree different answer, saying USAAs maximum daily deposit increase limit was {$150000.00}. XXXX added that amount is set across the board ; no one would be able to raise that limit. there are no exceptions. ( Attachment 2. ) The next day, I tried escalating these conflicting answers to a member of management for what I hoped would be a short, simple call. But between the long hold time and bank employee XXXX call screening, reaching an Executive Resolutions employee took 33 minutes. ( Attachment 3. ) By then, I couldnt wait any longer. So the check remains uncashed, and Im checking with other financial institutions. Sadly, this is what its like to be a USAA customer.
Thus, I respectfully ask the CFPB to investigate USAAs deposit policies, employee guesswork, and escalation barriers. Thank you for your assistance.
*** Please see attached XX/XX/21 letter with enclosures.
|
| 07/21/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
USAA received a request from XXXX XXXX XXXX to provide them a Hold Harmless Agreement or Indemnity Agreement so they can legally transfer my funds back to my account. It has been over a month since XXXX XXXX XXXX requested this from USAA and they still complete and turned form in to XXXX XXXX XXXX. XXXX XXXX XXXX informed me today the longer my bank takes to complete form the higher the possibility for the scammer to remove my funds.
My Bank ( USAA ) has sent multiple recall requests and XXXX XXXX XXXX still hasn't respond the recall. XXXX XXXX XXXX of XXXX XXXX XXXX did a Wire fraud scam impersonating XXXX XXXX XXXX an real estate investor and committing a federal scam. Scamming me out of a total of {$9000.00}. My bank USAA requested numerous of times to XXXX XXXX XXXX along with the police report the circumstance and and XXXX XXXX XXXX refused to their further investigation to give me my funds back. This scam of {$9000.00} has put me in a bind financially with the owner of the property and financially. I met XXXX XXXX XXXX late XXXX at Real Estate Investor convention in XXXX. We talked briefly about future Real Estate deal and agreed to work together. He reached out to me via email and chatted about him lending me a Real Estate Investing Loan for a property I was acquiring. XXXX is a Real Estate Investor with his company XXXX XXXX XXXX XXXX. After exchanging numerous emails and signing contracts, He agreed to dispersed funding of {$800000.00} once I pay the the {$8000.00} origination fee and a {$1000.00} Payment Protection Insurance fee. Once I wired the transfer to unknown individual ( XXXX XXXX XXXX ) from XXXX XXXX XXXX, XXXX XXXX XXXX completely disappeared. No email response, phone call etc. I have email, wire confirmations, His LinkedIn, and XXXX XXXX XXXX XXXX XXXX XXXX information ( routing and account no. ) I filed wired fraud investigation with my bank USAA and filed a police report. I have all documentation needed.
|
| 07/03/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I received an email on XX/XX/XXXX, from USAA stating a change in my credit card term. For the second time in 2 years, USAA lowered my available credit limit dramatically based on what they said was delinquencies on my credit report. Each time, USAA lowered the credit limit to right above what I owed on the line. This made it look like I had maxed out a line of credit, which I had not. On XX/XX/XXXX, I called USAA and spoke with a person named XXXX in their Executive Resolution area. He proceeded to literally argue with me and tell me theres nothing that can be done. After a brief conversation, it became apparent XXXX knew nothing about how credit works and was just there to stonewall me. I pulled my XXXX credit report immediately after this phone call and it showed absolutely no delinquencies. That same evening, I called back to USAA and spoke to an ER rep named XXXX. She said theres nothing that could be done and that they did not have any procedures to assist me any further. Again, another stonewall from USAA. XXXX, however, said I was using complaint language and completed a complaint form. XXXX did not offer to complete a complaint form on the initial call to USAA. Trust me, I was using complaint language on that call as well. I sent USAA a direct message via XXXX and received communication from a person named XXXX XXXX who would investigate further into my situation with USAA. I finally spoke to XXXX today, XX/XX/XXXX. She said that lowering my credit limit was a business decision but never referenced the delinquencies claim about my credit on which USAA originally claimed to have based their decision. In my opinion, USAA can not back up their decision to lower my credit limit and are acting in deception. It was in XX/XX/XXXX in which I canceled my insurance with USAA. Ive had this credit card for over 19 years. I did not start having an issue with USAA with this credit card until I canceled my insurance with them. Not one time.
|
| 04/29/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Older American |
|
At approximately XXXX, I received XXXX email from USAA Bank informing me that had changed the password and pin number for my checking account. Per USAA employee XXXX this was done because someone called in claiming to be me and told them he was on a trip to XXXX via XXXX and needed to obtain some extra cash, however, when he tried to use his debit/credit card at an ATM there were problems. The times on the XXXX emails I received from USAA were XXXX and XXXX, XX/XX/2016. After the bank made the requested changes this individual made XXXX withdrawals of over {$700.00} between XXXX and XXXX.
The process when you call USAA ( process they put me through ) they ask for my account number or my social security number. Then they ask for the last XXXX digits of my social security number along with my password ( my wife does n't even know my password ). Sometimes they ask for my pin number. Then when I get to an agent in the department I want we go through this process again. How did this individual have all of my personal information?
XXXX, the USAA person I initially dealt with at XXXX told me the individual had taken out {$450.00} x XXXX. By the time she passed me off to XXXX, she had raised the amount of the withdrawals to {$710.00} x XXXX. It was only when I check my online account register that I learned the actual amount taken from my account was {$720.00} x XXXX. The online account register does not show the location of the ATM used to withdraw the money. After USAA returned my money to my account. I followed the advise of my attorney and set up a new account here in XXXX XXXX, Arkansas and began via ATM withdrawals transferring my money to my new account. AT NO TIME did USAA allow me to make more than one {$600.00} ATM withdrawal a day.
From the documents I have there are significant questions as how this could happen with such a supposed high quality organization as USAA Bank. This gives me the impression this was an inside job.
|
| 07/14/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I opened a dispute for a XXXX transaction that was made on XX/XX/2021 for the amount of {$200.00} for service that was not provided from the original merchant. USAA response was that I had provided insufficient evidence to dispute the transaction in my favor. Upon a XXXX Complaint and CFPB Complaint their Office of the CEO relayed to me that due to XXXX Laws they were not able to request a refund for the amount a second time without approval from the Merchant ( XXXX ). I then requested the approval from the original Merchant ( XXXX ) and upon submission of the approval for a refund of the amount in question ( {$200.00} ) USAA has repeatedly denied the re-opening of the Credit Card Dispute or any resolution to the transaction being refunded. I have provided countless documentation of evidence that supports my right to a refund but they have disregarded it all and have told me MULTIPLE different things. " I need to contact the collection agency to resolve the matter '', " I need to have the Credit Card Dept. handle my request. '' ( The Credit Card Dept. transfers me to the Dispute Dept. ), " I have passed the window to reopen and reassess the dispute. ", and " I am responsible for payment of the amount regardless of my documentation ''. I have received countless harassing cards from XXXX XXXX for Collection from this Transaction, I have been severely harmed by the impact it has had with my Credit Report as they have continuously reported false information ( Late Payments and Charge Offs and reporting my account as Open when it was actually Closed ) and I have had to deal with countless people misinforming me. I want this resolved and the amount on my account set to XXXX like it should of been months ago! I want my Credit Score/Report fixed and I do not want to have a single dealing with USAA ever again! If I have to get a Lawyer for this issue I will as I have already tried everything through the proper channels only to be harassed.
|
| 01/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
On XX/XX/2022, I attempted to deposit a personal check I received in the amount of {$2500.00} On XX/XX/2022, I was notified by USAA the check had been returned for insufficient funds and was assessed a returned check fee of {$5.00} Upon being notified by the drafter that funds had been moved to cover the check, I attempted to redeposit/present the check via the USAA mobile app. The app advised me that the check had already been deposited and could not be deposited " again '' via the mobile app.
On XX/XX/2022, I spoke with a USAA representative regarding re-depositing the check. The representative assured me that, I was able to re-deposit the original check. Although the mobile app wouldn't allow it. I went to a USAA ATM machine in XXXX XXXXXXXX to redeposit the check. I would NOT have done this but for the advice of the USAA representative saying this was allowed.
On XX/XX/2022, I received notice on the USAA website my deposit was being disallowed as a " duplicate deposit '' I have carefully reviewed the terms and conditions of the USAA Checking/Savings agreement. Nowhere does it say that a previously returned check can not be presented a second time ( merchants do this all the time ).
I also am no longer in possession of the check. Had I known USAA would not allow the check to be presented a second time, I would have either asked the drafter to write another or go to another bank. I relied on the USAA associate 's guidance to my detriment.
I understand the USAA business model is one which is highly risk-averse... even to the detriment of its members. I accept that. However, I have no history of misuse of my deposit accounts. Its been 11 years since I last even bounced a check. I think I'm entitled to the benefit of the doubt to have the check in question presented again for payment.
I also spent a significant amount of time on hold on XX/XX/XXXX and was told there were no managers or specialists available to assist me.
|
| 10/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
Ussa bank and credit cards for military and veterans says i was late making payments. I was in XXXX. I had auotomatic payment and money was taken out of account. Right now they have said they are taking them iff but it has been a year. I am tired if companies that lie through there teeth. All is somebody needs to do is get credit report that shows not if paid or not but the credit reports that show money amount. I payed usaa in XXXX and then they say i missed paymemt in XXXX. I havent missed a payment in 30 yearscwith any credit cards. Also american XXXX says in XXXX i was late ine day on the last 3 payments. I can rememner what happened like yesterday but it would take 2 pages. I had automatic payments with them too. Why would you pay paymentdms on timevfor 69 months then all of a sudden with no changes on life or job make paymebt late one day. I was in XXXX and got paid on 1st. The only thing that happens is there is 31 days in some months. I called them and asked why credit score webt down after i paid my car off with every payment in time. They are finance company and they made reason up why my score went down. It went down because i didnt have different credit types. They didnt know it and i took classes on credit. They made the late payments up because they dont give their own finance team credit reporting classes.
I want legal dovumentstion from usaa credit and bank from FAIR CREDIT REPORTING AGENCY SECTION 604, 605, 609 AND 611. To show you that I didnt make payments late. I was in XXXX and thank XXXX i had automatic payments. These companies are triffling because i wrote bith of them and all 3 credit agencies for FCRA SEC 604 605 609 611. NOT ONE OF ALL THOSE SENT ME THE LEGAL DOCUMENTATION SHOWING ME THAT THEY ARE CORRECT. I KNOW I AM CORRECT BUT IF YOU GET IN FIGHT WITH BIG COMPANIES THEY SEEM TO NEVER BECOME WRONG. BUT THEM NOT SENDING ME 604 605 609 and 611 they have to takev9ff credit reportvand they havent.
|
| 05/13/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I have applied for a personal loan with USAA on XX/XX/2019. On XX/XX/2019, I attempted to pay off said loan. I called to pay it off but was instructed to submit the payment online. I did so and the account reflected XXXX balance in 2 days. I also received a letter that the loan was paid off ( attached ). I did notice however that the funds were not withdrawn from my checking account. I called to inquire from the bank regarding the reason funds were not withdrawn and they confirmed that according to their records the loan was paid off. I continually checked for 3 weeks, and the loan balance continued to reflect XXXX balance ( I last checked on XX/XX/XXXX, and the balance still reflected XXXX ). I then traveled internationally for a few weeks ( but checked by voicemail and e-mails regularly ). Upon my return and on XX/XX/XXXX, I received a call from a collection department stating my loan was delinquent. I was surprised and stated that I received no communication ( letters, emails, or calls ) from the bank stating such problem. They declined to admit any wrongdoing. I paid the loan off immediately. However, when I checked my credit report, I noticed USAA had reported me to the credit bureaus which negatively impacted my credit history/score. I called them and stated the amount of effort I took to insure this loan was paid and the lack of effort of their behalf to communicate with me. I asked them to reverse the credit reporting, to which replied, " sorry there is nothing we can do ''. I have contacted their customer service department and e-mailed their board of directors, without any responses.
I am a XXXX XXXX XXXX, a practicing physician, a responsible citizen, and a XXXX loyal customer of that institution ( with no history of any delinquent payments ). I have an immaculate credit history. This is the only negative mark on my credit report, and this can cost me dearly over many years.
I wish to reach a resolution with USAA.
|
| 08/15/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
We opened up a checking account with USAA, after receiving a promotional email from them. We are members. My husband is XXXX Military and has been for 12 years. We set up his paycheck to be direct deposited. Within 24 hrs of this deposit, USAA withdrew our ENTIRE account and left us with a XXXX balance. When we called to question, they informed us it was for a " charged off debt from 2008 ''. We were completely shocked. Not only were we NOT aware of any prior debt to USAA, we have never heard of any of this until now. No written correspondence, not once has any of this ( alleged ) debt ever showed up on any credit report of ours, or has USAA tried to collect this ( alleged ) debt from us in the past. I pleaded with the customer service that this is a mistake, this is an error! We are disputing this debt as an error applied on our bank account. I pleaded with customer service that my husband ( XXXX military member ) is our only source of income, we have children, and need his paycheck to live! Taking all of our money will put us in a serious financial hardship where we can not buy food, pay utility bills, buy gas, and pay our house payment. I spoke with XXXX different people to try to resolve this, and nobody from USAA would reverse the wrongful charges or work with us at all until these fraudulent charges were figured out and proved, which is what I requested. Nor did they even seem like they cared. They wrongfully took all our money and we need it back. I am also disputing any supposed debt they say we owed them. There was no mention of this debt when we opened the checking account! We have been members of USAA for years and have XXXX USAA credit cards that have been in good standing for over 2 years with USAA, and never has USAA ever mentioned anything about ANY money owed to them! This is how they treat their service members and their family? We feel like we have been robbed and feel helpless. Someone needs to help us please!
|
| 06/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
SUBJECT : USAA Federal Savings Bank & stolen funds via fraud To whom it may concern : United Services Automobile Association ( USAA Auto Insurance ) is wrongfully holding me liable to pay {$820.00} from a fraudulent USAA Federal Savings Bank checking account fraud, and ATM card thief that was protected by bank policy, and regulation that did not hold me liable. USAA Auto Insurance refuse to give me auto insurance until I pay back the {$820.00} which was the amount of loss from an allowed individual fraudulently deposit counterfeit money orders with my stolen ATM card. USAA Federal Savings Bank has always reported to me that I do not owe anything from that fraudulent transaction and thus my account is clear and free from debt owe ; however, USAA Federal Savings Bank did not replace my personal funds that were taken in lieu of at least XXXX fraudulent money orders in the amount of {$800.00} ( or {$400.00} each ) and this is where USAA Auto Insurance is holding me liable and will not give me auto insurance until {$820.00} of that debt is paid.
I am seeking to file Formal Complaint to the Consumer Financial Protection Bureau and the Georgia Insurance Commissioner about USAA Federal Savings Bank & USAA Auto Insurance holding me liable, unwilling to provide auto insurance to me on the basis of this fraud that their Banking Company did not correctly resolve by not replacing my {$800.00} of personal funds taking during their bank fraud. My funds are still missing in USAA Federal Savings Bank and I am held liable in United Services Automobile Association for monies that should have been in my account to cover their {$820.00} sought for my reestablishment of auto coverage they are refusing to give me.
This behavior to deny replacing my stolen funds and then allow me liable for that account deficit in your auto insurance division is scandalous at best.
REFERENCE : Consumer Financial Protection Bureau complaint file # XXXX XX/XX/2023
|
| 11/09/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
Hello CFPB, Short Story of what happened ; Early Sunday XX/XX/23 morning around XXXX I was walking in XXXXXXXX XXXX XXXX the XXXX XXXXXXXX XXXX XXXX when XXXX men robbed me. They walked me to an ATM where they made me withdraw money ( I have already contated XXXX and they have refunded the {$600.00} withdrawn ). Then they took my phone and started forcing me to login to all my banking/transfer platforms. They opened XXXX and sent XXXX transfers the first for {$60.00} then {$600.00} ( I have already contacted XXXX and they refunded the {$660.00} ). Lastly they made me log into my USAA App and XXXXXXXX XXXX {$800.00} to someone. I contacted USAA around XXXX on Sun XX/XX/23 and notified them that I was disputing the {$660.00} on XXXX ( I hadn't received my money back yet ) and also the {$800.00} XXXX transaction . They opened a dispute but I knew that I needed to let them know in writing that I was requesting the refund in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers.
USAA reached back out by phone on XX/XX/23 and let me know that they have determined this to be an authorized transfer because they could see that Face ID was used to login to the app. I then wrote them another letter and uploaded it to them on XX/XX/23 explaining that According to Regulation E 1005.6 - If my Face was used to sign-in then my device was stolen, Regulation E 1005.6 states that my liability will not exceed the lesser of {$50.00} or the amount of unauthorized transfers. I called them today XX/XX/23 and they said they are not reviewing the XXXX letter that I sent on XX/XX/23 because the dispute was denied.
I believe that USAA needs to return my {$800.00} in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers. I have uploaded both my letters to USAA as well as their response and uploaded a screenshot of their document upload tool to show the dates that I uploaded the documents.
|
| 03/02/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
I am member of USAA. On XXXX XXXX, 2016, I was searching to purchasing a vehicle through the USAA car buying service as USAA offers a rate discount if the car is purchased through their service and the financing is secured through them. The rate discount promise was incentive enough for me pursue purchasing the car and seeking financing through USAA. I ended up being approved for the car loan at a normal 3.85 % rate and a .50 % rate further discount for using the USAA service. I then sought a car, which found and purchased through the USAA car buying service and made arrangements to go to the dealership to take delivery of the car on XXXX/XXXX/2016. I went to check on the loan on XXXX with USAA and noticed the rate discount was not applied yet. I contacted a representative that day and that representative told me my rate would take up to 14 days to apply. Then on XXXX/XXXX/2016 I checked for the rate discount on USAA.com and noticed it was not applied. I then inquired about this. After much discussion with a USAA representative on their chat service, USAA said I was not eligible for the rate as they did not have record that I purchased the car through their service. There are clear indications that I did seek the car through the service and secured financing through them. The car I purchased is saved to my profile on the car buying services and USAA has agreed that the dealership is a part of the car buying service. They claim I did not print out a certificate and that disqualifies me from the rate discount, but no one told me I needed a certificate and the dealership did not ask for XXXX. The dealership, XXXX XXXX XXXX, is a USAA dealer and I should get the discount. USAA led me into securing the loan through them with the promise of the rate discount that never happened. I have excellent credit and I lost out on opportunities to seek better financing terms. USAA baited me into the loan under the promise of a lower rate..
|
| 12/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2023, I was the victim of Identity Theft of my personal information and banking information of my Bank Account at USAA. From XXXX XXXX to XXXX XX/XX/2023, an unknown person impersonated as a USAA Customer Service Representative and armed with extensive knowledge of USAA 's Security Procedures was able to obtain my entire debt card information including XXXX security code and XXXX ( XXXX ) digit pin along with answers to my security questions. They contacted me using the actual USAA XXXX number that their contact center uses and proceeded to deposit multiple fraudulent checks of {$4500.00} in my account and then withdraw it quickly with a newly created account from XXXX XXXX XXXX they made with my stolen debt card information which occurred within a 3 day span. USAA has determined that I was held responsible for the fraudulent transactions in my account after I requested XXXX investigative reviews, a representative from their fraud department to contact me so I could pass on information to help find the scammers, spoke with a spokesman for the company 's CEO 's Office and Executive Committee Three times and was assured a fraud department representative would call me to discuss the matter on XXXX XX/XX/2023 which did not happen. I was not initial instructed on how to go about disputing the fraud charges until I spoke with the XXXX customer service representative days afterwards who actually helped and they froze my main joint bank account I've have with my wife and the end of the month VA XXXX pension funds I needed to pay for my family 's housing, food and utilities Until I pay the negative balance created from the fraudulent transactions I didn't commit. Note : I've been a member of USAA for XXXX years, Banking with them for almost XXXX years and I'm a XXXX XXXX XXXX Veteran and XXXX XXXX XXXX XXXX. Never done anything illegal nor attempted to as a customer yet they still are holding me accountable.
|
| 12/21/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
USAA Federal Savings Bank, at XXXX XXXX XXXX, XXXX XXXX, TX XXXX, will not accept my negotiable instruments and securities, or use my applications as tender of payment for my credit card or auto insurance policy. As a member of the Federal reserve system, USAA has access to the Federal reserve window to withdraw Federal reserve notes using my negotiable instruments and applications. USAA does not return my financial instruments that I have added value to, or my securities.
USAA violates the FDCPA by creating false and misleading statements to make it appear that I owe them payments, when actually the statements are for dividends the bank owes me as an undisclosed investor. However, they provide no direction on how I may register transfer my securities through their direct holding system to start receiving payments as the entitlement holder. I removed USAA 's security interest in my accounts in XXXX.
In XXXX I opted out of authorizing USAA to report consumer credit transactions between myself and USAA. When I viewed my consumer credit reports in XXXX my nonpublic personal information was still being reported. USAA also reports my banking transactions to XXXX XXXX XXXX. I have never filled out any Form SSA-89 to have my principal 's SSN released. These are violations of the FCRA.
I have also concluded that in XXXX a USAA employee made a friendly phone call to me to deceptively create a verbal contract that I had no intention of entering into.
List of registered/certified mailings of tenders to USAA Federal Savings Bank XXXX XXXX Rescission of security interest and tender received by USAA on XXXX XXXX ( all years XXXX ) XXXX Tender received by USAA on XXXX XXXX XXXX Tender received by USAA XXXX XXXX XXXX XXXX XXXX Tender received by USAA XXXX XXXX XXXX XXXX XXXX Opportunity to cure received by USAA XXXX XXXX XXXX XXXX XXXX Default received by USAA XXXX XXXX XXXX XXXX XXXX Tender received by USAA XXXX XXXX XXXX XXXX
|
| 08/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my USAA was compromised by an unknown entity. I was told by an operator the entity tried calling into the automated service to reset my account 4x.When that didnt work they logged into my banking account and reset my profile settings to include address, phone number and email address.Later I found out USAA sent emails to the notifications In box within my account-that the settings had been changed.I didnt receive any texts or emails for this.On XXXX, a deposit of {$2500.00} from an unknown unauthorized account posted to my checking account.On XXXX a withdrawal of {$5000.00} was withdrawn from my checking account.On XXXX, a deposit of {$2500.00} from an unknown unauthorized account posted to my checking account.On XXXX, a withdrawal of {$3400.00} was withdrawn from my checking account.On XXXX, USAA was aware of the activity and made a permanent credit to my account of {$3400.00} and $ XXXX XXXX, withdrawal of {$2500.00} was withdrawn from my checking account as a convenience check funds transfer return.
On XXXX, a withdrawal of {$2500.00} was withdrawn from my savings account.On XXXX, a withdrawal of {$2500.00} was withdrawn from my savings account and transferred to an unknown XXXX XXXX account ending in XXXX XXXX, a permanent credit of {$2500.00} was made by USAA to my savings account.On XXXX, withdrawal of {$2500.00} was withdrawn from my savings account as a convenience check funds transfer return.
From XX/XX/XXXX, I have repeatedly demanded by compromised checking and savings account to be closed.I have repeatedly demanded to speak with the Fraud Department. I have spent hours on the phone to be told misleading information.I have been locked out of my own accounts even after I was told my accounts had been freezed and locked down to prevent unauthorized access. I was told numerous times the compromised accounts were locked. To date this still are not locked or closed, which I have begged them to do.
|
| 01/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American |
|
I have been using my USAA Visa ( was MasterCard ) for 30+ years with a very good credit rating. Have ALWAYS paid my monthly payments above and beyond what the minimum is. My maximum balance of XXXX was reduced to XXXX via a letter ( XX/XX/XXXX ) in the mail..no warning. The reasons stated why were totally invalid ( one being that my credit score was XXXX, which is still good, and too many inquiries ) I called a rep XX/XX/XXXX to place a complaint as to the real reason why my limit was reduced. I was suppose to get a call back from the escalations Mgr which didnt happen. In the meantime my card got declined 2.5 weeks later because I went over the {$3100.00} limit. I do have 3 other credit cards but this is the only one that I use for purchases. In fact, I have at least 4 automatic withdraws on this card every month to pay bills. After calling back ( XX/XX/XXXX ) and talking to the escalations Mgr, it was more of the same.. '' it's because of the reasons outlined in the letter ''. He finally agreed with me that it was unfair and would have someone else call me within 2 business days. Someone did call me on my home phone ( which is not the phone # I left for them to call me on ) on XX/XX/XXXX at XXXX XXXX CST only to be hung up on when I answered.There is absolutely no reason why this should have happened ( limit being drastically reduced ) and certainly in the way it happened ( ignorance and indifference ). The only thing that has changed for me in the past 7 months is that I retired So, it must be because I am unemployed ... but that doesn't mean that I don't have money in the bank! I understand as a retiree it is harder to get credit. For this reason and the fact that I have used this card as my primary credit card forever I want my balance limit to be at least 10K. And ... I want to know the reason why this happened to me. It very aggravating for this to happen to me after all these years of being an excellent customer.
|
| 12/23/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
A few months ago, I was suddenly hit with an overdraft fee, from usaa. This was new as I had never signed up for overdraft, and if something came in towards the end of the month, it was sent back ( like say, XXXX, and it just sends you a reminder to update your payment method ). Suddenly I was hit with a XXXX XXXX overdraft fee. I complained and was told that whether or not I was enrolled, the overdraft would still be charged. I made complaints to the Texas AG, and the SEC. The next month, the account had gone back to if something came through before my compensation hit, it would just get declined. I thought nothing of it. Until tonight. Earlier this month I had planned to go to Hawaii and meet my fiance 's parents. I only have compensation so I watch my spending very carefully. As a precaution, I transferred {$400.00} from another account, before I purchased two economy tickets back. When we both returned, I transferred back {$100.00} to the account I had transferred the {$400.00} from, leaving {$60.00} to eat off of for the rest of XXXX. I had under {$3.00} in my checking account. I received an email stating that my spectrum mobile was paid and after investigating, found that USAA had overdrafted my account. So I called them, and after they tried to confuse me by saying that " I had purchased two tickets and that is when the overdraft started '' and I informed them that I had {$600.00} in there before the purchase and had transferred {$400.00} just in case, before the purchase, to make sure it went through, because my fiance and I had wanted our seats together, I didn't want the charge not to go through. So after a long wait, the associate returned to the phone and said " I was instructed to tell you this ... USAA is not responsible for the purchases on your account, unless you want to dispute the charge, and if you do not wish to dispute the charge, I am to end the phone call. '' I wished her a XXXX XXXX and hung up.
|
| 07/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX I called XXXX the travel site. I booked a hotel rooms for XXXX 2021 through XXXX. The agent charged my USAA debit card ending in XXXX. Upon arriving to the hotel the clerk could not find my reservation. I called XXXX at XXXX XXXX XXXX XXXX and they stated the rep put in the request for XX/XX/2021 through XX/XX/2021. XXXX apologized and stated they would refund my fee and cancel my booking. After leaving the hotel I was assured by XXXX to expect a refund within 3-5 business days.
After a week I again called XXXX who stated they put in the request to XXXX XXXX to refund my card. I called XXXX XXXX at XXXX the cashier said she would have a supervisor call me back. They never did.
I called USAA in XXXX. Spoke with a rep. She stated she would institute a Dispute and they would issue a temporary credit. I received a letter on XX/XX/2021 which I will enclose stating they need more information and giving me a due date of XX/XX/2021.
I enclosed the reservation from XXXX. The cancelled booking from XXXX and proof of the payment via my debit card I provided my bank statement from USAA showing my $ XXXX charge to my card.
I called the CS rep after to I submitted my documents to speak to the Dispute to both verify that they could see my documents and that this was all I needed. I was informed by the rep that the dispute department DOES not take calls but she would send a message over to them to give me a call if they had any questions or concerns. She was able to look and verify that I did submit documents.
I heard nothing else but received a letter XX/XX/2021 stated that they either did NOT get my documents or they were not what they needed. This is not true. The copy of the voided receipt was furnished. And the copy of my bank statement was furnished as well. Also I furnished the cancelled booking as well.
They are saying they are going to reverse the Temp Credit and charge my account on XX/XX/202 for {$310.00}
|
| 06/07/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Servicemember |
|
I am a victim of identity theft. I learned that my personal information was illegally used to open an auto loan. The perpetrator of this illegal act is currently in jail for this very crime. I did not open or authorize this account, and I, therefore, request that it be closed immediately. I also request that you absolve me of all charges on the account and that you take all appropriate steps to remove information about this account from my credit files.
Your company did an investigation into my identity theft claim and determined that this specified account was valid for several reasons and that I was liable for the following reasons : - Identification information provided at the time of the application verified as belonging to me ; - The address listed on the application was verified as belonging to me ; ( Original Creditor ) has no record of returned mail or statements from the address verified as belonging to me ; - Several payments were received from a debit card and ACH checking account in my name.
The reasons provided are circumstantial and your investigation neglected to account for the fact that the person who stole my identity was XXXX while I served in the military which gave him access to : - Said identification information that was provided at the time of the application ( which was not authorized ) - The address verified as belonging to me and listed on the application is my address and is currently my address to date. ( The perpetrator XXXX while I was XXXX, which means he resided at my address ) - No returned mail or statements from the address ( why would the perpetrator return the mail that he was trying to steal. ( He was trying to utilize my resources ) - Several payments were received from a debit card or ACH checking account in my name ( the perpetrator house sat for me, and had access to sensitive information, passwords to my computer which gave him access to my bank account information. )
|
| 08/16/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
I was made aware of an investment and checking account with a related NSF for {$14000.00}, that had been opened with USAA in my name and Social Security number from correspondence received from USAA on X/XX/17. Since X/XX/17, myself and my recovery advocate that I 've been assigned to help resolve this ID theft case, have made over 10 conference calls and mailed and faxed four copies of my fraud packet containing an FTC Affidavit, police report copies of USAA 's correspondence and proof of my ID, Social Security number and address. I have not received USAA 's cooperation or communication back in an effort to properly report and assist USAA with addressing these these two accounts and NSF check caused by ID Theft. This is the content of the cover letter with the limited power of attorney for USAA to communicate with my recovery advocate as well. USAA C/O Financial Crimes Division XXXX XXXX XXXX XXXX XXXX, TX XXXX To Whom It May Concern, Regarding : XXXX XXXX XXXX XXXX Member # XXXX USAA Investment Account Ending XXXX USAA Checking Account Ending XXXX Per my conversation with USAAs Investigations Department, Ive enclosed a notarized limited power of attorney, FTC Affidavit, proof of ID, Social Security number and address. The above referenced account is a result of identity theft ( ID Theft ) and has been included in the XXXX XXXX Police Department report # XXXX as such. The identity theft case has also been filed under case # XXXX with XXXX XXXX XXXX XXXX XXXX. Im requesting on behalf of my client, XXXX XXXX XXXX XXXX, that USAAs records indicating XXXX XXXX XXXX XXXX identifying information to be coded as ID Theft, as she has never had a relationship with USAA. Also, that USAA inform the IRS of the related ID Theft case and retract all related USAA reports which have been provided to the IRS or other entities. Please forward an acknowledgment of the receipt of this fraud packet and resolution of this matter to ...
|
| 01/19/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Ordered a PC from XXXX XXXX XXXX Order # XXXX.
They applied with XXXX with partial of the cost to their " payment system '' to pay off over time. While I put some upfront, the rest I applied for credit for.
Upon having issues with XXXX filing several complaints and dealing with fraud on their side since I didn't receive the item I purchased. Rather I receive a fraudulent computer with removed serial numbers. Which is against the law. I called up XXXX to let them know that the item was counterfeit. They couldn't find any account information, only that it was attached to my social security number.
EVERY XXXX attempt I made to get it changed for my personal information, I would have to talk to some XXXX who can't speak english and then deal with their nonsense of NOT UNDERSTANDING ANYTHING. I am saying. Then told me they couldn't access or " Prove '' who I was. When I was literally sending them multiple ID 's.
I finally reached a manager at one point and sent over the information of the missing parts and PC with the FTC complaint and the PC being junk. The XXXX company also claimed that they wouldn't give me the serial numbers and " didn't have them ''.
I was told that they would handle it with their fraud team. I was called from their fraud team a few weeks later. We settled the issue, as I thought. Because I dictated to them the penal codes and XXXX XXXX that was going on. They claimed the issues was resolved. Here I am several months later seeing that it wasn't. AGAIN, calling their XXXX office up to deal with the same XXXX. Only to get the same runaround. They can't prove who I am.
SO OBVIOUSLY. It's not my debt, if they have no idea who I am and someone used my Social Security number to make the account. If I can't pay the XXXX bill or am allowed to discuss it. THEN ITS FRAUD. The company supported the fraud and is continuously supporting it by not allowing me to do anything with it. Catch 22 fraud.
|
| 08/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2023 I tried to make a cash deposit of {$1500.00} to my USAA account at a Non- USAA ATM ( XXXX XXXX XXXXXXXX XXXX. The ATM took my money but the deposit didnt go through. I got a receipt the stated " We encounter a problem returning your cash Please contact your financial institution. '' I call USAA and file a claim that same day, USAA close out the claim the same day and said it a non-USAA ATM they can't help me please contact the ATM owner. I went to XXXX credit union and told them what happen and they said USAA need to start the investigation and contact XXXX so that they can send the money. I refile the claim on XXXX XX/XX/2023 and on XXXX XXXX USAA close the claim for the same reason Not USAA ATM so not our problem.
I went back to XXXXXXXX XXXX XXXXXXXX and the teller there was very helpful even though I am not their member. They sat down with me and call USAA. USAA operator told them the same thing they told me " Not their ATM '' and pretty much hang up on them. WOW! Now I'm embarrass my own bank whom I bank with for over 20 year are not willing to help me but XXXX is doing what they can to help.
I call USAA multiply time and the operator ask me the same question every time. They told me that they will leave a remark on my claim of what happen. Every time I call to get an update, it seem like no remark was left and I have tell them what happen over and over again. I am very frustrated of telling the same story numberest of time. I have given USAA the copy of the receipt and a copy of my police statement.
Again I call USAA today XXXX XX/XX/2023, the USAA operator ask me the same question, I have to tell her the same story and she will leave the same remark.
XXXX see that there was an ATM error and {$1500.00} is unaccounted for on XXXX XX/XX/202XXXX XXXX want to me give me the money back but the need USAA to start a claim on my behave to start an investigation. USAA can't even do that.
|
| 09/07/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
I am a member of USAA, and have been for over 3 years. I recently was forced to obtain a new chipped debit card, and since I have received it there has been too many problems to count. USAA is placing fraud holds on my account multiple times per day, requiring me to call them repetitively daily after most of my transactions. I have asked is this hold being placed manually or automated, and was told it is automated. The last straw was on XXXX/XXXX/2017, I made a few purchases, and my car broke down that morning. I have kids and work, so I needed a rental ASAP, when arriving to enterprise they tried to process my transaction and it declined. I then called USAA and stayed on the phone with them over an hour trying to fix the cause of the problem, which they stated was because of the transactions, I placed earlier being fraud. I told them it was me, and when the card was reactivated enterprise said they could n't use my card any more because it was declined. I then had to transfer money to another account, and pay USAA a XXXX transfer fee. Even though this whole issue was their fault. I then later needed to pay my mortgage on that day, and when trying to pay it online through XXXX, was declined again. I called USAA and was given the run around for about an hour, after all the hassle they still did not help me. I was unable to process my transaction, causing another fee with my mortgage company. I think it is a disgrace when someone has the money in their account, and in times they really need it are constantly being blocked because of a flawed automated system. I have never been with a bank that blocks my card after use like this bank does. I should be able to access and spend my money any way I wish. This is a problem for me because I handle alot of bill paying online, as well as other transactions. I have to call them at least 2-3 times a day since I received this new card to reset it because it keeps saying fraud.
|
| 12/28/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT In accordance with The Fair Credit Reporting Act this creditor has violated my Federally Protected Consumer rights. Per 15 USC 1681b Permissble Purposes 604a section 2 - states any consumer reporting agency may furnish a consumer report under the following circumstances an no other : ( 2 ) CLEARLY STATES : in accordance with the written instructions of the consumer in which whom it relates. ( violation # 1 ) Under 15 USC 1681 602 ( a ) STATES : Accuracy and fairness of credit reporting.The Congress makes the following findings : ( 4 ) STATES : There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer 's right to privacy. UNDER : Privacy Act of 1974 ( 5 U.S. Code 552a ) ( b ) Conditions of disclosure : STATES No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains, unless disclosure of the record would be -- ( VIOLATION # 2 ) 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ;
|
| 12/28/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
We received your complaint. Thank you.
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work.
YOUR COMPLAINT In accordance with The Fair Credit Reporting Act this creditor has violated my Federally Protected Consumer rights. Per 15 USC 1681b Permissble Purposes 604a section 2 - states any consumer reporting agency may furnish a consumer report under the following circumstances an no other : ( 2 ) CLEARLY STATES : in accordance with the written instructions of the consumer in which whom it relates. ( violation # 1 ) Under 15 USC 1681 602 ( a ) STATES : Accuracy and fairness of credit reporting.The Congress makes the following findings : ( 4 ) STATES : There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer 's right to privacy. UNDER : Privacy Act of 1974 ( 5 U.S. Code 552a ) ( b ) Conditions of disclosure : STATES No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains, unless disclosure of the record would be -- ( VIOLATION # 2 ) 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ;
|
| 02/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I believe I am owed this amount because of the following facts and circumstances : After reviewing my credit report, I am writing to dispute the following inaccurate information, all of which result from FRAUD CHARGES ON MY USAA CREDIT CARD XXXX and is not information relating to any transaction I made. Please investigate each account listed below as the charges are fraudulent and were made without my consent.
I was bullied by all your staff at USAA bank to pay the fraud charges of {$1800.00} DUE TO YOU RUINED MY CREDIT. I am a XXXX XXXX XXXX XXXX veteran living on XXXX XXXX. Why would I ruin 40 years of XXXX credit score? After contacting the local police agencies and the FBI I should have not paid the fraud charges until it was fully investigated by USAA fraud department and a letter was sent to me clearly denying my claim. I have consumer rights by law to file an Affidavit of complaint. I also contacted a local law firm here in XXXX XXXX that are experts in this matter and they clearly stated to me I should have never paid the fraud amount until a professional investigation by USAA was done. I was told that this is the first step I must do to fix this matter.
I have asked over and over to do a complete investigation and check the atm cameras and I can prove I was not in the same state that the fraud occurred. ( No investigation was ever done by USAA Fraud Department ) I was never allowed to speak to someone in the fraud department.
I was never notified in writing that USAA Savings bank denied my fraud charge claim and I was responsible for all the charges on my account.
I would like to see prove that I received those notices in writing.
This whole matter has brought me to an incredibly sad mental state and have had counseling over losing my house due to now I cant refinance my house with bad credit.
( Police reports Filed ) XXXX XXXX XXXX Police XXXX / FBI XXXX XXXX XXXX ACCOUNT NAME - ACCOUNT # XXXX
|
| 03/19/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Around XX/XX/XXXX, I reopened my USAA checking and savings accounts. During this time, I was searching for a personal loan due to being in the final stages of building a home. By XX/XX/XXXX, I ended up applying to a lending company that asked a few questions I felt were about personal information, but I applied anyway and soon after that I started to notice suspicious activity occurring on my account and an unknown external account, which I never authorized to be attached to me account. I notified USAA as soon as I found out about this on several occasions and asked to have the account detached from my profile and the money returned to wherever it came from. I was told that the account belonged to XXXX XXXX when I spoke to one of the representatives and I explained to her that have never owned an account with XXXX XXXX. In XX/XX/XXXX, when deactivated the debit card attached to the account, I started receiving threating text messages and phone calls from someone regarding the money and this account. Immediately, I went and filed a police report at my local department. Shortly after, I received correspondence from USAA stating that they were no longer going to do business with me due to the suspicious activity on my account and although I made numerous calls before and after these letters, I had been given the run around and routed through several departments to be told that my calls were not recorded or there was nothing that could be done about the situation. In XX/XX/XXXX, I received two letters stating that USAA was able to garnish my Federal Income Taxes and my Military Pay. I dont know how this has been able to happen because I havent heard from this company since XX/XX/XXXX. I was a victim of fraud and I can not afford to have over {$6000.00} taken from me when I didnt paly any part in this situation and I notified this bank on numerous occasions to try to stop this from occurring. Can you please help me?
|
| 05/06/2016 |
Yes |
|
|
|
Web |
|
|
Credit card has been denied on multiple recent occasions, and caused me to incur a {$10.00} fee with my gym for a failed monthly payment, likely due to issues with the bank 's conversion of my XXXX credit card account to a XXXX card account. My XXXX credit card ( " MC '' ) has been denied multiple times recently though the bank 's representative I called and spoke with on Monday, XXXX XXXX, confirmed that I was not delinquent ; she said the payments had apparently been declined for incorrect expiration date submissions. She confirmed the expiration date on my XXXX was the correct XXXX on file. I explained that my gym notified me that the monthly gym membership fee ( which the gym has been deducting on the XXXX of every month for over a year from my MC using the same card number and expiration date ) had been rejected and assessed me a {$10.00} fee and that other payments had also been rejected recently, including a payment for an XXXX purchase ( prior to the recent rejection XXXX had successfully processed payments using the stored MC information on multiple occasions ). I suggested that the payments had been rejected due to credit card conversion issues at USAA : my MC credit card account is being converted to a XXXX credit card. I 've been issued a new XXXX card and was told the XXXX would be good until late XXXX, but several payments have been rejected well before the disclosed cut-off date. The agent said all she could see in the system was the reason for rejection of my payments for incorrect expiration date. I asked to lodge a complaint with USAA since I was concerned my issue could signify a more systemic issue with the credit card conversion but the agent said all she could do was make a note on my account. So far as I know, I have only incurred a single {$10.00} fee from my gym and merely suffered inconveniences for other denied payments, though other consumers may have endured more significant harms.
|
| 05/07/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
Servicemember |
|
On XXXX XXXX 2015, we applied for an auto loan with USAA ... which was immediately approved. Intent was to be pre-approved before looking for a new car. USAA gave us XXXX days to execute the loan, offer ending on XXXX XXXX 2015. Two weeks later, on XXXX XXXX 2015, we found and purchased a vehicle using the USAA pre-approval check provided. The following week on XXXX XXXX 2015, USAA sent us an addendum to the loan documents showing the loan start date of XXXX XXXX 2015 ... the original pre-approval date, not the actual purchase date of XXXX XXXX 2015. We contacted USAA and spoke to a Customer Service Representative ( CSR ), who researched the sale and spoke to a supervisor. The CSR informed us that though the Loan date would be shown as XXXX XXXX, interest would not start until the sale date of XXXX XXXX 2015. We then sent a written request via email requesting that this information be provided in writing. We received a email reply the following day XXXX XXXX 2015, from XXXX XXXX at USAA. She stated that the information provided was incorrect, and that we were in fact being charged interest on the auto loan effective the approval date of XXXX XXXX 2015.
We requested that USAA review the legality of this practice, and answer we received was that this is the way we always do it. We realize that this is a minimal financial issue per loan. By my calculation, it cost us approximately {$25.00} in this transaction. However, if this is a legal and allowed practice, then this is being done to a lot of unsuspecting consumers. In searching the loan documents, there is no disclosure indicating that this is a condition. I ca n't imagine having been charged interest on my mortgage approval pending the completion of the house, nor being charged interest on my credit cards based on the limit instead of the balance. So, is this legal? To start charging interest on a loan as soon as it is approved, not when it 's actually used?
|
| 07/26/2017 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem with additional add-on products or services
|
|
Web |
Servicemember |
|
My name is XXXX XXXX. My husband XXXX and I are members of USAA bank. We took out a personal loan last Thursday for {$20000.00}. This loan was going to be used to pay off a different loan at another bank. I specifically asked them to mail me a certified check to be made payable to another bank. I asked them to mail the check to my attention at my place of employment because I did n't want the check sitting in my mailbox. Instead they mailed they mailed the check directly to my employer at XXXX XXXX XXXX college and did not put my name anywhere on the envelope or the check. I found out later that my finance director wrote void all over the check and called USAA and was told to mail it back to them. The check has yet to show up and now I am getting the run around from usaa and have been since last Wednesday. My husband and I are both police officers and he is a former XXXX. We ca n't afford to have two {$20000.00} loans open. I am respectfully asking for your assistance in getting this resolved, especially since this is a federal bank. I look forward to hearing from you soon please. I have escalated this problem all the way to the USAA 's president 's office and they have yet to make their error right. Here is a list of dates and times that I have spent on the phone with USAA trying to get this resolved : XX/XX/XXXX at XXXX and XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX, XXXX and XXXX The lady from the president 's office who was assigned my complaint on Friday did not reach out to me until Tuesday after I called and left two voicemails. She did tell me that if she could find the original recorded phone call where I ordered the certified check, it would be simple to stop payment on it and return the money to my checking account. She also said if she could n't find it and the check was lost, I would have to wait another 90 days.
Thank you in advance for your time. XXXX XXXX
|
| 08/27/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2021, I was a victim of identity fraud. I was called on my phone from USAA 's 1-800 number and told by the person on the other line that they were a representative from USAA and they had to place a hold on my card because multiple charges were being made in California. With this I went through the entire process with whom I thought was a USAA representative as far as stopping the fraudulant activity an so forth. They even had the capabilities to send me USAA codes that I had to read back to them. What triggered me to think something was off with the caller was that they told me they were getting a supervisor on the line to speak with me and instead they hung up. I immediately looked at my account and saw {$1000.00} missing that had been XXXX to someone named XXXX XXXX. I called USAA and told them what happened and they realized this was fraud and connected me to the fraud & security department. Long story short, I went through the entire story with the department. They said I had been spoofed where someone used an app to make the call look like it was from USAA. During the call, the representative asked me was I on a XXXX or XXXX. I told her I only use XXXX products & have never used a droid. She then said she see 's an XXXX as well as a droid accessing my account right now which confirmed that there was someone else accessing my account. She then remotely disconnected all phones and blocked all use to my account. We then went through the process of changing all access codes to my account. Before hanging up, she told me the hold will remain for 3 business days and I would receive my money back. What has happened is the fraud department ruled against me stating it was not fraud making me the victim, the criminal. After several complaints I still have not received my money back. I have been with USAA over 14 years with not one issue and I am flabbergasted with how I have been treated by this bank.
|
| 02/12/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
USAA demands all fraud reported be turned into disputes that then place temporary credits listed as adjustment purchases. The internal temporary credits do not apply until they are made permanet. See statement XX/XX/XXXX. The temporary credits list as other credits {$2.00}, XXXX THAT DISAPPEAR. They are not made permanet and fall off. All temp credits become PERMANET NEW PURCHASES WITH NO WARNING OR EXPLANINATIONS. AND merchant credits are stolen leaving consumers with fraud. See statement attatched. XXXX XXXX XXXX XXXX credited {$200.00} {$280.00} On XX/XX/XXXX USAA places temp credit AFTER MERCHANT PAID. so USAA can fraud consumers they got 2 credits for one purchase. XXXX credits are now credit reversals XX/XX/XXXX leaving me with the fraud. USAA tells consumers look you got One credit from merchant and One credit from USAA. Temporary credits must be made permanet to apply when only One real credit from merchant is all that applied. Now for rest story. USAA demands all frauds to be disputes first.Disputes place a temp credit to CREATE MORE PROFITS BY COLLECTING 2 purchases USAA STEALS MERCHANT CREDITS CLAIMING THEY ARE USAA CREDITS. USAA policy demanding disputes not fraud reports is not the rules FTC states on line. FTC says if not delivered timely or not delivered at all it is fraud.
USAA says if you have done business with merchant before IT IS NOT FRAUD EVEN IF NEVER WAS DELIVERED. FTC talks about the investigation which USAA does not do. I am not provided any merchant info if merchant decides refund not deserved. No wonder NONE OF MY FRAUD HAS BEEN CREDITED BY USAA. AND LOOK THEY EVEN TAKE MERCHANTS CREDITS AFTER THEY PAY. XXXX XX/XX/XXXX credited. became a new charge XX/XX/XXXX stealing XXXX credit and leaving me with fraud. USAA CREATES THE CREDIT REVERSALS FOR ADDED INCOME ALWAYS. ALL. MUST BE DISPUTES. USAA IS NOT ZERO LIABILITY. They do not investigate fraud so they do not have to pay for it.
|
| 11/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
|
|
Before I had my medical bills, and prior to purchasing a home, I had asked USAA to raise my credit limit above {$5000.00} ; which they declined ( This was roughly 4-5 years ago ). Now that I have had a few ER visits with very high bills over the past 4-4.5 years USAA has continually raised my credit limit, without my consent, and my debt keeps rising. In the past I have been able to mitigate what I owed on my credit card considerably with bonuses and tax returns ; however, over the last year I have been in the ER multiple times and had various car expenses and now my debt has become out of control. As of this date I currently owe {$8400.00} and have available credit of {$3400.00}, which is absurd for someone in my situation ( I am a single father who pays child support and who owns a home ). I tried to call USAA several different times and the most recent time ( XX/XX/18 ) I was bounced around from department to department whilst trying to reach a representative to work with me on lowering my interest rate and figuring out a payment plan and the ultimately reducing my credit limit and placing a cap on said credit limit so this does not happen again. After a long time on the phone with rude representatives I was told the wouldn't access my account and I would have to call back later ( I have a recording of that conversation ). I submitted a complaint to the XXXX ( # XXXX ) and I was called once by XXXX XXXX XXXX of Member Advocacy from the Office of the CEO within USAA that I missed at XXXX on XX/XX/XXXX and was promptly sent an email stating that said individual was unable to contact me at XXXX. Since that day and time I have made repeated attempts to contact XXXX and left multiple voicemails but haven't been able to speak to her or anyone else of consequence, mean while my interest on purchases keeps going beyound what I am able to pay against my credit card and my debt continues to spiral out of control.
|
| 10/28/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I purchased a vehicle on XXXX from a XXXX dealership called XXXX XXXX. The vehicle 's original posting stated the car was in perfect condition and was recently fully service by a OFFICIAL XXXX service dealership/shop named XXXX XXXX also in Florida. The vehicle was purchased on XXXX/XXXX/2016 and the vehicle didnt arrive at my home in XXXX until XXXX/XXXX/2016. I drove the vehicle approximately XXXX miles, ( the original odometer and current readings can prove it ) as I needed it to go on XXXX leave and the car started leaking FUEL on the freeway and I was forced to stop immediately around the XXXX area. I had the car towed to the nearest XXXX service shop near my wife 's area called XXXX XXXX XXXX in XXXX. They charged me {$160.00} just to run a diagnostics to see what was wrong, and during this process, they explained to me that the fuel intake manifold was put on too tight causing it to fall off and leak the fuel ; which was later admitted by vista XXXX that they had messed this up during the initial servicing before it was shipped to me, which apparently made XXXX XXXX give XXXX permission to dismantle the vehicle without my consent, but no repairs have been done, the vehicle is still just sitting there with the work halfway done to it because no one wants to own up and assume responsibility for the repairs to be made. I dont understand why the vehicle was even taken apart for repair if no consent was given nor proof of financial assurance for the repairs were shown or given. Also, XXXX explained to me that the vehicle has aftermarket engine parts, which was not stated in the original listing whatsoever. The vehicle is currently at the XXXX XXXX location still, which as of today ( XXXX/XXXX/2016 ) is racking up a {$50.00} a day sitting fee, until this gets resolved. I had taken out a consumer loan with usaa to pay for the vehicle PLUS another {$1000.00} for the shipping equaling a total of {$13000.00}.
|
| 06/15/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
On XXXX XXXX 2015 I was attempting to make a mobile deposit to my personal banking account when I was denied access. I called USAA to find out why I was not able to make a simple deposit. The representative told me that there had been XXXX hidden accounts created under my name and transfers had been made and now those accounts where in the negative balance. I reported to the associate that I did not authorize these accounts and I asked how was this account authorized without my signature. They could not give me an answer. The representative told me the fraudulent accounts had been created on XXXX XXXX and had transfer activity since that date. I quested the bank again because I always receive notification through email, text, and phone call whenever transfers or accounts are open, and I received no notification of this activity. The representative again stated that she was unsure how this happened. I was directed to the fraud department and they asked me if I had participated in a scam or if I had given out my information to anyone I stated no. The fraud team stated that the person would have had to know my XXXX security questions, my pin number, my login information, and I stated again that no one but me has this information. They proceeded to tell me that they would investigate and I would get a call back within 48 hours with a resolution. They froze all my accounts and I had access to none of my money. I received no information from USAA, so I proceeded to call and the representative stated that USAA will no longer do business with me and that I am held responsible for all negative balances, so all my funds were taken over. The representative stated that this decision had been made on XXXX XXXX, though I was not notified. I called again to gain a dispute form a different representative stated that no criminology report for the fraud had been submitted which she found strange and she submitted one today.
|
| 08/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
1. ) In XXXX USAA decided to reverse the decision made on a billing dispute the year prior in violation of fair credit billing practices laws, including regulation Z. 2. ) Despite immediately requesting copies of all investigative materials and documents to support their decision I have still yet to receive anything more than copies of my credit card statements. 3. ) Immediately after my request USAA began taking adverse action in violation of consumer protection laws. 4. ) In response I filed a complaint with the CFPB. USAA once again responded by taking even further adverse action in violation of consumer protection laws. 5. ) The statements I did receive do not add up for my account ending in XXXX. * Statement closing date XXXX/XXXX/XXXX shows a balance of XXXX of which there was/stiil is charge in dispute for over {$500.00}. * Statement closing date XXXX/XXXX/XXXX shows {$710.00} in new purchases for a balance of {$910.00}. This statement also shows the account being closed and available credit being XXXX. XXXX Statement closing date XXXX/XXXX/XXXX shows multiple credits totalling {$1300.00} yet, the total value for the period is shown as {$0.00}. Furthermore, this statements shows further charges despite the account already having been closed, and XXXX available credit as of the previous month. So the balance shown is now {$6600.00}. Which makes no sense. If the account was closed in XXXX, and has been reported as being closed to the CRA 's how could it then have been charged or made purchases? I have not received any notices of the account being re-opened, and it 's being reported as closed with a balance tapping into my other lines of available credit lowering my credit score. XXXX. ) No notification, statements or documents have been received after the initial document confirming receipt of my billing dispute in XXXX either. Nor do I see the charges for the charge in dispute being credited either.
|
| 03/15/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I initially filed a dispute for a service with my bank, USAA that I had on XX/XX/2020. I was given a temporary credit for {$70.00} the amount in dispute. I have sent in lots of proof of what occurred as they asked for additional information in which I provided it to them. I use the USAA XXXX XXXX for my banking needs and I was not aware initially that correspondences regarding this dispute were even sent to me until I made the call and spoke to a representative who acknowledged that these were not provided under the app and agreed with me that they should have been. So that is an error on the banks end. I had no way of providing the information the first time without knowing what was being requested by the dispute team. So I called and had the dispute reopened and I provided all applicable documents on the app in which I have confirmation of. I called back and explained and was told I have no dispute rights. I see they are trying to reverse {$140.00} when it should only be {$70.00}. I am going to attempt to contact the bank tomorrow to further discuss with a higher department hopefully to get resolution. I was also promised a call from a dispute analyst and that never occurred. I am very disappointed in the way this dispute has been handled. It is now mid XXXX and this has been dragged out far too long. I have provided more than enough information and I want this resolved as I feel I am in the right due to the evidence and circumstances of this dispute.
I feel that there were multiple errors during this dispute process. The bank mishandled my dispute and falsely claimed I didnt submit documents therefore the bank is in direct violation of Regulation E and is now holding me responsible due to me not providing information to the bank. All information as well as pictures and requested information was provided yet the bank failed to follow proper procedures and process the dispute in a timely accurate way.
|
| 10/04/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
|
|
I wrote a check for {$1200.00} for my XXXX rent. My landlord usually cashes all of the checks between the XXXX and XXXX of the month. On XX/XX/XXXX I had a balance of {$2800.00} which was more than enough to cover my rent. The bank 's online app showed that same available balance {$2800.00}.
On XX/XX/XXXX, I logged into the account and showed a very low available balance of {$800.00}, so I contacted USAA through their chat feature. I was informed that there was a {$2000.00} hold on a deposit for my account and that I would need to move money into the account to not have a check bounce ( Which I did for an available balance of {$4300.00} ).
Later on XX/XX/XXXX I went online and saw a {$29.00} return check fee. I called their customer service department and explained that I had just learned about the {$2000.00} hold being deducted from my available balance and they agreed that this seems to be a glitch in the app that the available balance did not show correctly on XX/XX/XXXX. They explained that the return check fee does not show up till the next business day after the check is returned, so I receved no notification on XX/XX/XXXX. They returned the {$29.00} fee to me.
My landlord, because of the bounced check, requires me to pay a fee of {$50.00}. I explained that to USAA and they said to call back once the second check was cashed so I could request a refund for the {$50.00}.
I called the bank on XX/XX/XXXX, to request the {$50.00} refund, and USAA is now telling me that they will not and there is no appeal process or anything that I can do to get what I was originally told would be no problem.
I then asked who they were regulated by so I could submit a complaint and the customer service rep just told me 'the government ''. When pressed further she refused to give me any information on where to go to submit a complaint about the bank. I found this complaint form by doing my own online research.
|
| 12/02/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
|
|
I'm a one year member of USAA Federal Savings Bank, which I was able to join slightly after the closure of XXXX XXXX XXXX XXXX.
During the time of XX/XX/2019, I was the victim of a phishing attempt from an account user on XXXX.who had used XXXX XXXX to set-up a fake check in the amount of {$1000.00}.
However, I did not know this was a fake check ... because the scammer had used XXXX XXXX to set-up the check. The only way I knew, was when my checking account had been put on a temporary freeze, because of this.
Apparently, this resulted in a restriction for 6+ months. As of XX/XX/XXXX, my account had been in mostly good standing, so they partially removed the account 's restriction regarding my depositing abilities and limitations of how much was acceptable to deposit.
They have not yet, found a solution to my complaint ... and in partial ways passed it off as fraud. According to the Depositing Agreement, which is somewhat flunky in these sorts of situations, Members are responsible for incoming funds and verification that they are legitimate.
But, I have an additional complaint.
During the following month, I had discovered that I was a victim of a scam through a contract which had been breached for music management services. Although these two " recipients '' were completely at fault, USAA had retracted any amounts related the transactions which were in question after disputing with the vendor.
Within this complaint, I have documentation which shows exactly what happened. USAA prior to the dispute process had asked me to show them PDFs of the police reports verifying my claims. I did so by initiating an IC3 report of CyberCrime of each incident with the Federal Bureau of Investigation of The United States of America.
Not only was nothing done to punish these criminals, but my reports became non-significant ... as again, I was restricted for over 6 months, trying to restore this account.
|
| 06/26/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
This complaint is in regards to credit card dispute of XX/XX/2020 for {$380.00}.
On XX/XX/2020, USAA informed me that they will refuse to refund {$380.00} from XXXX XXXX ( XXXX ) for a cancelled airline ticket reservation because the COVID-19 pandemic.
USAA refuses to issue a written guarantee to refund the money if XXXX XXXX files for bankruptcy or there is no vaccination available by the time the voucher expires.
USAA is enabling XXXX XXXX to apply 2 sets of standards because of the pandemic. One for XXXX XXXX in order to get exceptions & breaks, in addition to federal financial assistance. The other is for USAA members/consumers as myself by taking my money to use it as collateral for additional financing and warrants.
The COVID-19 pandemic is a clear force majeure event. A force majeure entails both parties effectively voiding a contract and being returned to their previous position. It doesnt allow one party ( XXXX XXXX ) not to perform while still keeping the money. This unearned money in the books is being used as collateral for additional financing and warrants. XXXX XXXX carries chargeback insurance.
USAA ( and XXXX XXXX ) are disregarding the Fair Credit Billing Act and Truth in Lending Act. The chargeback mechanism exists primarily for consumer protection. Holders of credit cards issued in the United States are afforded reversal rights by Regulation Z of the Truth in Lending Act.
COVID-19 continues to be out of control in the US, including Florida. The Centers for Disease Control and Prevention ( CDC ) is clear : Because travel increases your chances of getting infected and spreading COVID-19, staying home is the best way to protect yourself and others from getting sick. It is highly probable that vaccination is not going to be available by the time the voucher expires.
In regards to credit cards disputes, USAA is NOT for its members, but for the merchants, such as XXXX XXXX.
|
| 06/05/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
I am a retired military veteran and WAS a happy, loyal USAA member for more than 10 years. On XX/XX/XXXX, I got a text message from USAA that my credit card limit had been increased. That was great news because I use credit quite frequently needed a little more cushion. Unfortunately, when we tried to use the card later that day, it declined. I called the bank to find out why and they said rudely " What credit card? We don't show one on file. '' After several frantic phone calls, we finally discovered someone at USAA closed my account. This wasn't just a precautionary security lock ... ..it was force CLOSED. I demanded to know why, but no one had the answer. One guy from the credit card department said it looked like someone in the security department made a mistake and would be reprimanded. I was mad to say the least. As a military guy, a bunch of my friends and family work or bank with USAA so I posted on social media about the situation. Soon after, I received a message in my inbox from XXXX XXXX that my account was closed due to " unacceptable behavior ''. I found out later from an insider they were taking screenshots of my conversations on social media. This leads me to believe XXXX XXXX may have abused his power at the bank to punish me for complaining publicly.
A few days later, I got a call from a bank employee who said she represents the CEO, XXXX XXXX. Apparently the executive board made a " business decision '' to close my account and they were in the process of closing my mother 's, brother 's, cousin 's and spouse 's accounts. She also said they are not going to tell me the real reason why because by law they don't have to and they have no record of the conversation I had with the credit card guy about them making a security mistake. It felt like a total abuse of power. I have reason to believe XXXX XXXX improperly used his position at the bank to influence this " business decision ''.
|
| 02/21/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
On XXXX 2020. I got a call from Usaa XXXX representative alerting me about suspicious activity on my account saying that was breach to my account using my XXXX address login in on XXXX device and making some transaction made with " XXXX '' XXXX telling person on the phone that my account was compromised and that wasn't me disputing all activity, transaction or even possessing same XXXX device and making transfer of {$10.00} and {$1000.00} thru " XXXX '' I'm reporting fraud and asking agent to lock my checking account, she told me If i do that i need to change my all credentials which I did same night. Next day on XXXX XXXX I'm going to Usaa bank to talk to Usaa representative but i found my self in office with computer and phone that i can use to " talk to '' someone .I did talk to XXXX XXXX XXXX on the phone and she also told me that XXXX is still connected to my account and she will remove it and they agents will investigate my case. Next days I been on the phone hours with multiple usaa agents been transfer from XXXX department to another leaving numerous voicemail to agents that they supposed to talk to me asap assigned to my case witch they never get back in contact with me. I found denial letter on XXXX that i couldn't get excess until XXXX because my online account been suspended or locket again. In same letter said my claim submitted on XXXX been denied because they investigation shown no fraudulent activity found. XXXX closed.
Today is XXXX XXXX spend XXXX hour on phone to get copy of documentation doing investigation so i can file report to police they told me I can get them by XXXX. and if i want to denied they decision i need to send proof of identity theft. They are so unprofessional and not organized. My husbands XXXX account been compromised same day with same XXXX XXXX but he got his money back and his problem was solved by XXXX representative same day. No problem no investigation.
|
| 06/09/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American, Servicemember |
|
About you Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX Email : XXXX Phone : XXXX City : XXXX State : New Mexico Zip Code : XXXX Country : USA What happened I agreed to pay {$6.00} for XXXX XXXX XXXX and was told that I could also get XXXX XXXX XXXX free but was later charged {$6.00} for it.. I did not join their company but was later charged {$92.00} on XXXX and {$88.00} on XXXX. XXXXWhen I called the company to complain I was told I had been given 15 days to quit their membership. I never joined their membership and I never received any documents about this or receipts. The descriptions on my credit card says : XXXX XXXX XXXX, XXXX XXXX and XXXX. I was not able to find any of these companies on the internet. I contacted the company several times at the different numbers listed on my credit card statement and they all sounded like the same company. They always said they could not supply me any documents or pouf that I agreed to any fees other that the {$6.00} andXXXX for the XXXX. They refused to give me a refund of the {$92.00} or {$88.00} that I had not agreed to.. The XXXX products were from : XXXX XXXX XXXX XXXX XXXX The address I have for the dealer is : XXXX. The address for XXXX XXXX is : XXXX XXXX XXXX, XXXX XXXX, FL XXXX t. One of the telephone numbers is : XXXX and one of the websites is : XXXX I hope this company is stopped before they commit fraud on other people. Please e-mail me a copy of this complaint as I was not able to print it. XXXX Thank you for any help you can give me.
How it started Date fraud began : Amount I was asked for : Amount I Paid : XX/XX/2021 {$180.00} Payment Used : How I was contacted : Credit Card Online Ad or Pop-up Details about the company, business, or individual Company/Person Name : XXXX XXXX and XXXX XXXX Address Line 1 : XXXX XXXX Address Line 2 : City : XXXX XXXX State : Florida Zip Code:XXXX Country : USA Name of Person You Dealt With : unknown
|
| 11/13/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
Hello I have banked with usaa Federal bank for over 6 years which is a military bank I move around a lot I have had accounts that have been closed do to Negative Balance and I have paid them off before it Reached my credit I just had a account that I paid off I let the bank know that I had death in my immediate family and that I was impacted by COVID-19 I asked them not to close the account because a large amount of money was coming in I only did that because they say to let your representative know if you are impacted by COVID-19 so my big deposit came in they took care on the account and paid it off and they sent me a check for XXXX I then took that check and A mobile deposit it in another checking account with USAA the next day they said there no longer want me to bank with them and said that XXXX they will close my account and sent me any funds I have rent to pay by Monday XXXX of XXXX they told me there is nothing they can do I will have to wait 60 days my son has a youth account and they will also hold his funds I have called and ask why are they doing this they have said they will reverse the decision because there was a miss understanding and that someone will call me no one has called and I have to just wait for them to send my money they said they have the right to make a decision and lock me out of my account I told them it COVID Im behind on bills but there nothing they can do! They also told me that they dont have to list a reason for there decision but I think they are really unfair as a bank institution to keep receiving Direct deposits and locking a person out of there account no fraud was committed and they could have contact me to give a warning saying whatever instead of locking me out my account I have XXXX kids and no money no cash no nothing! Please help me thanks my email is XXXX my phone number is XXXX however my phone maybe off do to the fact I cant pay it because of USAA
|
| 10/17/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
USAA Federal Savings Bank, is a banking institution for Members of the Military, Armed forces, and Those family members of the military and armed forced. I am not a member of the military and have never been. Additionally none of my family are members of the armed forces either, so therefore I would not be eligible for membership in USAA. USAA Allowed A Personal loan account to be opened and membership, along with a checking and savings from a thief that was using stolen identification documents, and my email address which I had to have XXXX assist in recovering. USAA Is reporting this account not only inaccurately to the credit bureaus but this account is FRAUD. They sent all the funds and documents to this USAA Account, I did not open this account nor did I receive documentation from any of these accounts. This personal loan and any accounts with USAA that resulted from Identity theft need to be resolved, However USAA continues to report it to the credit bureaus claiming this account is mine. This is not my account that I am listing below, I have not authorized any accounts to be opened with this bank. I am not a member of the military and I AM a victim of identity theft my wallet was stolen, my mail was forwarded and my email address was hacked. I want this corrected promptly and removed from my credit report, as I did not receive any funds from this and this account was not authorized. It was opened from a thief using my stolen identity.
Fraudulent Account # - XXXX Balance {$15000.00} Opened XX/XX/2018, My Fraud alert was placed on my file on XX/XX/2018, Therefore again It's obvious I am a victim of identity theft. My Affidavit is below and attached to this complaint. Please remove the inaccurately reporting account that you are listing as paid {$0.00} for payments as well as 3 past due payments, all are which inaccurate because I don't bank or have business with USAA. This was a fraudster.
|
| 06/20/2018 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX XXXX, NC XXXX has been my home for over 10 1/2 years, my mortgage lien holder was USAA, which they have void their own contract with me and my husband. USAA from the beginning of my loan XXXX who said they messed up all paperwork and returned it back to them with all payments, 2nd was XXXX after an audit they returned it back, 3rd XXXX, and 4th XXXX during the whole process of the loan. During my bankruptcy USAA was over paid during XXXX through XX/XX/XXXX from the NC Trustee, an investigation implemented which took USAA 3 years and I heard nothing. USAA set on this paperwork and at the end of the fourth year offered a modification, which in the modification had some words that covered their mess and time lapse. We hired a lawyer for another 3 years went by, and USAA has now, pushed to take our home again. They said we have three options to reinstate from the bankruptcy and paid in full, next is short sale, last is vacate property. USAA feels like the laws of NC do not apply to them, nor do they regard the process. I am granted 30 days to make a decision for the 3 options, and because I put in a complaint with two agencies they have taken these options off the table. The letter was delivered to my house on XX/XX/XXXX, but dated XX/XX/XXXX, not allowing any time to do any rebound. Auction for my home has now moved up to XX/XX/XXXX, given me less then 30 day to find a solution to my housing situation. My husband has served this country and still serves ; we should not be treated in such a matter. We went through financial hardship, and we have recovered and USAA is trying to say we have a negative NPV, which I believe is in correct. The appraise of the house is less then what they are asking for, XXXX XXXX XXXX XXXX Modification rep, I spoke to XXXX XXXX, I also left a message for XXXX XXXX XXXX XXXX. This is my second attempt to get assistance by the State of North Carolina.
|
| 06/05/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On or about XXXX XX/XX/2019, I received a phone call from an online casino company, called as XXXX which illegally processed my credit card with USAA ending with XXXX transactions through third parties located in China saying that there were chargeback initiated against those illegally processed transactions and asking me to pay them back for those chargebacks that those money laundering merchants for the online casino company accepted without disputing.
I know the chargebacks were initiated by USAA as I reported those transactions as fraudulent charges.
As there was no dispute against initiated chargebacks, I expected USAA to issue me a permanent credit for reported transactions. However, USAA instead reversed issued a temporary credit that it was issued for the fraud claim from XXXX XX/XX/2019.
I contacted USAA on XXXX XX/XX/2019 to find out why USAA reversed the issued temporary credit, but USAA could not explain reasons.
Since XXXX XX/XX/2019, USAA has not provided or explained reasons why they reversed the issued temporary credit of {$7000.00} at even my numerous requests.
In fact, I submitted a complaint to USAA through the Federal Reserve as USAA keep ignoring my request for any documents or valid reasons for the reversed credit, and the Federal Reserve forwarded the complaint to the consumer financial protection bureau.
I received a response from USAA for the complaint today which still doesn't provide what I am asking for. In fact, USAA copied their response from XXXX XX/XX/2019 against my initial complaint submitted on XXXX XX/XX/2019 through CFPB and pasted as their response with minor changes to my most recent complaint submitted.
USAA failed to notify me officially when USAA initiated chargebacks, committed a fraud by holding accountable for the reported transactions after successful chargeback and failed to notify me officially the result of investigations or chargebacks.
|
| 01/04/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
XXXX and USAA have continually raised my escrow payment to compensate for their misdeeds. In approximately one year of having this VA loan there have been three escrow analysis and two payment increases. This is highly unusual and unheard of.
The first increase, which has already been reported to CFBP, was due to USAA and XXXX targeting and discriminating against this Veteran. They willfully misappropriated my escrow account funds, charged me twice for a hazard payment depleting my escrow account and refused to refund the money they forced me to pay in unsupported fees and escrow " shortages ''.
I went to pay my mortgage in XX/XX/XXXX only to find XXXX again raised my mortgage payment after performing a third escrow analysis or the second in less than a month.
Both USAA and XXXX have refused to provide a single point of contact within their company to address this matter and insist that I make numerous calls to talk to XXXX and then USAA even though XXXX is the servicer for USAA.
I am continually pushed to various agents within XXXX, left messages with no contact names or numbers, calls never returned, charged unsupported fees and forced to spend months pushing them to address these matters. All the while XXXX collects " shortages and unsupported fees '' they refuse to return.This is targeted harassment and discrimination.
XXXX has refuse to fix their own system and have cause significant amount of distress and suffering. XXXX points to USAA and USAA points to XXXX to fix the fraudulent increases while neither do a thing and charge $ XXXX in unsupported fees and $ XXXX in escrow " shortages '' that both USAA and XXXX admit they created through deceptive acts of double charging and using escrow money for purposes not contractually intended while pocketing the unused portions.
Simply put USAA and XXXX have continually used misused escrow funds at the expense and peril of the owner.
|
| 07/13/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/2023, I received a message from XXXX XXXX inquiring about tires and rims I was selling on XXXX XXXX XXXX for {$600.00}. He inquired about whether I used XXXX for payment. I told him that I did. Then I received a notice from what I thought was XXXX stating that the person that was sending the funds were using a business account and because my account was a personal account needed to be updated to a business account. It stated that the pending payment of XXXX XXXXXXXX. We should be crediting your account now, but funds coming from a business account are pending until the following steps is applied so it cant be credited. We need you to contact the buyer to send in the amount of XXXX XXXXXXXX to your XXXX account so that your XXXX account can be changed to a business account and be credited immediately with $ XXXXThen XXXX XXXX stated that he send the {$300.00} and I had to guarantee him that I would send the {$300.00} fee back to him. Which I did. I was unaware that I was being scammed. I sent the money back from my account on XX/XX/2023, but had a feeling after all the back and forth from XXXX XXXX. I contacted my bank about this being a possible scam.On XX/XX/2023, I received a letter from USAA stating that there was no error. Also that based on XXXX terms of service agreement or payments for goods, or services. They declined to return the money and that should try to make the effort to retrieve my money from the buyer. I tried to contact the buyer via XXXX making a request for return of funds only to find out that the recipient isnt eligible to use XXXX any longer and to contact the recipient to verify the information is correct. I know that the information is correct as they used the same information to send my money to recipient. At this point I am not sure how to proceed and {$300.00} is a lot of money for me to lose due to this type of scam that seem to spoof XXXX information.
|
| 10/31/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Loan sold or transferred to another company
|
|
Web |
Servicemember |
|
I purchased a XXXX XXXX XXXX, VIN # : XXXX, through XXXX a few year ago and decided to refinance with USAA. At the beginning of XXXX I had finalized the process a refinance loan with USAA. All that was left was for USAA to send a pay off check to XXXX. On XX/XX/XXXX a check, for the amount of {$11000.00}, was meant to be sent to XXXX XXXX XXXX XXXX Georgia. A month later my XXXX account is still showing a full balance. We contact XXXX and are told a check for the payoff has not been received.
Upon speaking with XXXX, they provided me with a tracking number ( XXXX ), supposedly for the pay off check, that says the package was delivered on XX/XX/XXXX in a mail box at a XXXX Tennessee. After further calls with both companies, I was informed by USAA the check has been cashed. USAA provided me with a copy of the cashed check which has the account number the check was cashed to, along with a name signed on the back " XXXX XXXX ''. I provided XXXX with the copy of the cashed check, to which they further investigated and confirmed they did not receive it. After hours and hours on they phone speaking with USAA member resolutions, loan origination, a personal advocacy member, and XXXX fraud reports, it is now XX/XX/XXXX and USAA is holding strong that they have done no wrong and I am still responsible for paying their loan, along with XXXX. This means I am responsible for paying XXXX {$11000.00} loans to XXXX different companies for the same car. My loan through USAA is a car loan connected to a vehicle, in which XXXX still owns and possesses the title for. USAA does not have the title and they will not look into the matter any further but are still requiring me to pay them. I never saw or touched the refinance pay off check. did all of the steps correct and in no way could have affected the outcome of this.
XXXX is requiring me to continue to pay them even though had no impact on this lost check.
|
| 08/11/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I recently filed a credit report dispute against USAA. First and foremost, they took longer than 30 days to provide a response as documented on my previous CFPB complaint. A direct violation of the FCRA. Secondly, they provided ZERO evidence on the investigation and just claimed they " conducted a thorough investigation ''. They also lied on the investigation report.
" After making telephone calls and sending you notices about the past-due payment, no payment was received. '' " After making telephone calls and sending you notices about the past-due payment, no payment was received. '' " It is important to note that there was no record of you contacting USAA FSB to request payment assistance or to report fraudulent activity on your account. '' " ... our Bank XXXX XXXX staff conducted a thorough review of your credit card and confirmed that USAA FSB handled your account within established policies and procedures. '' -Let me explain how false these statements are. When I initially realized that I wasn't getting paid from the XXXX, I called EVERY SINGLE financial company that I had a loan out with. I contacted XXXX XXXX, XXXX XXXX, AND USAA. I am in the process of collecting logs from both XXXX and XXXX to prove my claim. If I called these 2 companies that I was going through a financial hardship, why wouldn't I call USAA? I even got on the XXXX financial hardship program. Secondly, the lies about the phone calls are absurd. Where is the proof that I answered the phone? I was in XXXX XXXX with a XXXX XXXX SIM card in my phone. Why wasn't an email sent? Lastly, they took over 30 days to conduct an investigation, almost 60, where are the results of this " thorough review ''? What were the procedures used? Please provide a detailed description of the procedures used.
If this does not get resolved with this CFPB complaint, my next action will be to partner with a lawyer to pursue legal action.
|
| 07/20/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
Visa debit card was stolen on XX/XX/2018 and used in XXXX, XXXX at a merchant named XXXX XXXX for several transactions, list following.
{$1200.00} {$640.00} {$570.00} {$120.00} {$100.00} {$46.00} I contacted the bank that night ( XX/XX/XXXX ) and spoke to Customer Service. Husband was XXXX on military orders in XXXX, so I was advised to get in touch with him to see if he had made these charges because they wer from XXXX. Spoke to husband, and confirmed he hadnt made the charges.
Called customer service again on XX/XX/2018 to have card turned off and fraud claim submitted. Was told that I should know something within 1-2 business days.
Wednesday XX/XX/2018 my husband called from his post in XXXX to USAA customer service. He was forwarded a document stating that there would be credits issued for these charges as they investigated.
Friday XX/XX/2018 XXXX I contacted USAA again regarding the claim. I was transferred to the fraud department, where I was told by an agent that my claim had been denied because the chip card was used and could not be duplicated.
I called the number listed for debit card fraud, and spoke with a security agent who advised me that all fraud claims that have been submitted for the last two weeks by any of the account holders had been denied.
I was then given an email address to submit my questions to, and told that the fraud agents could not be reached by phone, not even by other banking employees.
In the mean time, I am out over {$2700.00} that I did not spend, and am unable to pay any of my bills.
I was not contacted by email, as it stated I would be, and had to find out that my claim was denied over the phone. And that it would take approximately 72 business hours for the fraud agents to respond to my email.
Both USAA and Visa claim to have a zero liability policy against fraudulent charges, however they denied my claim. How is this zero liability?
|
| 12/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I was a victim of account takeover fraud, once I realized what happened I immediately called USAA on XXXX, the dispute was opened, and investigation began. On XX/XX/ a provisional credit was issued in the amounts of {$2500.00} and {$1900.00}.
USAA failed to promptly provide written disclosures to the consumer summarizing the consumers liability for unauthorized EFT 's, failed to provide means to identify the consumer to whom the access devise was issued, failed to provide the telephone number and address for reporting that an unauthorized EFT has been made.
Per the EFT Act, the financial institution was notified 1 day after the unauthorized electronic transfer and a representative from USAA identified that the device that was used to complete this unauthorized EFT was in fact an android phone, which they were also able to see that the consumer who holds the account at USAA is not an android user.
The consumer also filed an FTC report for identity theft as another precaution. USAA has refused to take responsibility for the account takeover fraud and has deemed the consumer liable for the unauthorized ETF. The consumer has done business with USAA in good faith for over 12 years. The consumer has been harmed by losing faith in the financial institution put in place to protect their nonpublic personal information and their money.
The EFT Act protects consumers from situations like this under Section 205.6 Consumer Liability & Error Resolution. It states that the extent of the consumers liability is determined solely by the consumers promptness in notifying the financial institution. Other factors may not be used as a basis to hold consumers liable.
USAA is holding the consumer liable for {$1900.00}. The reversal of the provisional credit has placed the consumers account in the negative and has put the consumer in a vulnerable state. I am in great turmoil and now Im in a financial crisis.
|
| 10/27/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Confusing or misleading advertising or marketing
|
|
Web |
Older American |
|
I am a XXXX member and due to my age XXXX and a XXXX I was looking for a safe way to get a used car and not be misled. XXXX referred me to XXXX, Sales Manager and I met with her first emphasizing the only car I wanted was one not in an accident and one owner and lower mileage. She was out the next day and in the meantime I saw a car on XXXX and called XXXX to report that XXXX was off so who should I see. They then referred me to XXXX since XXXX was not available I had spent a couple of days looking for a car and wanted to see the car that was reported to be with XXXX XXXX XXXX. I had seen this ad for the car on XXXX XXXX XXXX XXXX with XXXX miles, XXXX owner, no accident at XXXX XXXX XXXX XXXX XXXX XXXX. Finally XXXX wrote when I could come in to see it. I was told later by XXXX he should have shown me a document outlining XXXX discount but he instead said he is giving me a better deal than XXXX. He again guaranteed this car was XXXX owner, no accident and showed me the car. I saw a dent and several scratches however he said these were minor. I bought the car based on information they provided. I then contacted the guy who repairs my cars who also works at XXXX to make sure he had time to come over and get the scratches out. I brought the home and a few days later XXXX came over and when he looked at the car he could not do anything because he was shocked at the damage. He said I WAS DOOPED due to the fact this car was clearly in an accident which was any car professional would know clearly by looking at it. I called XXXX XXXX and had the advocate from XXXX speak to my pro who observed the damages and he clearly stated I was misrepresented as this car had much damage to repair. She then called the manager XXXX XXXX who said he would call me today but I never heard from him. I did let XXXX know I am filing a grievance due to fraudulent misrepresentation and want this car to be repaired.
|
| 05/30/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XXXX XXXX 2023 there was XXXX fraudulent ATM withdrawals without my knowledge or permission.
I disputed these transactions consisting of {$400.00}, XXXX, XXXX and XXXX totaling {$1400.00}. I informed USAA. An investigation was open and the {$1400.00} was immediately credited to my account.
XX/XX/XXXX I called USAA back because I discovered there was more unauthorized withdrawals before XX/XX/XXXX. On XX/XX/XXXX. I didnt catch these because there were automatic payments and other XXXX funds transfers I made in between. On XXXX XXXX, 2023 I did not authorize or withdraw {$400.00}, {$300.00}, {$300.00}, {$500.00}, {$300.00}, {$400.00} totaling {$2700.00}. On XX/XX/XXXX USAA credited my account the XXXX.
On XXXX XXXX 2023, USAA retracted the credits and withdrew the amounts from my account again. Thus, leaving my account in the negative unable to make payments and bills.
As seen in the attachments below. I called USAA back XXXX XXXX, 2023, saying I am not responsible for these transactions. They would reopen and reinvestigate for me. XX/XX/XXXX they informed me the decision will remain. I am having to put both mortgages on hold and both car payments. I am still awaiting the decision the amount for XXXX, but I fear it will be the same result. I have other bills and payments I have put on hold. I am XXXX XXXX military and my check deposited today is almost gone. And if USAA rules the same on the first dispute. I will be in the negative again. If I miss payment and it gets back to my leadership it can affect my rank or result in disciplinary actions. I have been stressing on late payments or reports to the credit bureau. I shouldnt be responsible for fraudulent activity in my account that I didnt make. USAA makes it as if I am asking for somethings thats not mine, or not giving details on what evidence it was me. These withdrawals are totally out of normal for my account.
Please assist me.
|
| 10/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2023, I was notified by USAA that there was a fraud attempt on my checking account that included a XXXX transaction for the amount of {$5000.00}. I communicated to USAA that I had no knowledge of that transaction and it was flagged and stopped. On XX/XX/2023, I was again notified that there was an attempt to purchase over {$500.00} with XXXX XXXX and again it was not me so the charged was not processed. The fraud department prompted me to change my password. They also informed me that there XXXX other IP addresses signed into my account out of XXXX XXXX and the name XXXX XXXX was associated. I have no contacts in XXXX XXXX nor have I ever been there and I explained that.
On XX/XX/2023, I checked my checking account to discover {$5000.00} transferred out of my checking account at approximately XXXX XXXX. I immediately contacted USAA and was assured that the fraud department would be notified immediately.
On XX/XX/2023, I contacted USAA to get a status update on the fraud and I was told that the only resolution offered was discontinuing my banking services. I was informed at this time that the transfer was to another USAA account. I have no knowledge of this account, it was not created by me and neither was the transfer. I would assume that USAA can see whos account it is as an individual can not open an account without social security number, birthday, etc.
I would like to add that I am a XXXX XXXX on a fixed income and that was my only income for the month. My banking credentials were NOT given to anyone on my end. I would like to add that I have banked with USAA for 18 years without incident.
Another detail I will include is that USAA security was compromised in XX/XX/2023 by a XXXX in which XXXX peoples information was unsecure. I cant say if this is directly related but I do know that I did NOT approve this transfer and it was fraudulent.
I just want my money returned.
|
| 04/14/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I made a purchase on my card - shortly after the purchase I noticed that I was overcharged from the original amount quoted to me. I reached out and filed a dispute on the charge around XX/XX/XXXX I contacted the dispute department on XX/XX/XXXX to follow up on the resolution as I had not heard anything. I was advised by the representative I spoke with that dispute was closed and a credit was issued back to me for {$940.00} During the conversation I confirmed once more that the case was closed and this was the final resolution- I still needed to pay for the services so I advised her I was going to pull out money separately to pay for the services but wanted to verify the case was closed and this was final - she stated it was final and the credit could not be reversed and no further action would be taken. Based on this conversation on XX/XX/XXXX I went to my bank on XX/XX/XXXX and pulled out just over {$900.00} and paid the company directly for my purchase.
On XXXX I noticed that the credit I received from the original dispute was taken back and the original charge of {$940.00} was placed back on my card on XXXX. I contacted the dispute department to clarify what happened. During this call the representative advised again that there is no reversal to the credit- so I asked how or why was it reversed- she couldn't explain why but said the case was closed.
Based on the expectation provided by the representative on XX/XX/XXXX I withdrew money from an account to pay for the services. If this expectation had not been set I would not have done this. Now I have already paid for the services in cash and had the services charged to my account- I have paid 2 times for these services. My actions were based on the expectation set by the representative - proof can be provided that I withdrew money to cover these services- if it wasn't for this misinformation I would not be out this additional money
|
| 10/29/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Earlier this year, I opened an account with USAA via online application. I opened the account with the {$25.00} minimum requirement. Beginning in XX/XX/XXXX I began depositing XXXX per pay period from my payroll deposits into that account since it was going to be my neice 's " savings '' account. XX/XX/XXXX, I went to withdraw money from the USAA ATM fo rthe first time and was given a telephone number to call after the receipt said can not dispense funds. At that time ( XX/XX/XXXX ) I called their CS XXXX requesting information on where my money was, which had only accumulated to XXXX and I was told that the account was put on hold pending eligibility. I informed them that I was indeed XXXX XX/XX/XXXX however my paperwork was in IL in a storage locker and I can not provide it. I was very upset because the account had been opened so long and I had NOT ever been contacted and now my funds were on hold, XXXX. I no longer cared to be eligibile - I want to close the account ( I saw this gap in communication as horrible service ) which I informed them, however the department that closes the account was closed at XXXX. On XX/XX/XXXX I called again and spoke to a member of the dept. who said my fund would be sent via check, expect it in 5-7 business days. By XX/XX/XXXX they had not called - I spent 2.5 hours being tranferred around their back offices and told a manager would call me back in 24-48 business hours. On XX/XX/XXXX I called back and basically accused of having untraced funds from my XXXX Payroll which is clearly stated in the account summary ( attached ) and asked did I ever serve in the military in an accusatory tone from the executive resolutions team and told he would submit a request to their back-office and " see if anything comes of it. '' The same back office who told me on XX/XX/XXXX there is nothing they can do. There is some condescending overtones and I just want my XXXX
|
| 02/20/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
Older American |
|
Marketed & advertised ON LINE Easy set up ADA ACCESSIBLE NOT TRUE. USAA requires ( 2 ) two on line set ups to have FULL ACCESS. Disabled for years I have tried to gain access to USAA ON LINE BANKING ONLY Website was installed was told to get or send messages you need a mobile app from play store. Once that installed back and forth hand movements my XXXX XXXX can not do were WAY TOO PAINFUL. A message box secure email area is only in the mobile app when I try over and over to gain FULL ACCESS. I have tried over and over to send my documents and messages TO NO AVAIL. I make my only contact through CFPB because they do give me access by phone and USER FRIENDLY One website setup. They do Not require two set ups as USAA DOES. New USAA policy now is required TEXTS Emails two authorizations verificatons my hands can not do. In addition to numerous numerous hand movements In out UP DOWN two apps text codes ALL NOT USER FRIENDLY OR ADA ACCESSIBLE USAA IS ON LINE BANKING ONLY FOR this 35 year member. USAA POLICY has changed WITHOUT NOTICE TO ME since I first set up. I have NEVER IN 35 YEARS BEEN ABLE TO SET UP ACCESS ON LINE. When fraud happened I was NOT ADVISED ON PHONE POLICY OR GIVEN OPTIONS TO SEND DOCUMENTS THEY REQUIRED FOR FRAUD ID THEFT AND WITH NO ACCESS THIS WAS ALL I HAD. Then USAA blocked my phone access by blocking a PIN number it took me 3 years to set up when I informed a rep I could not go on line. This done for my protection per USAA. Once set up then USAA required more hand movements to make a temporary password permanet in TWO SITES. Verification codes, web set up and also mobile app set up is IMPOSSIBLE. One Sunday XXXX I had 125 texts to No avail. XXXX alerted me this was a security risk. Calls never lead to right department. MANY MANY Hours painfully holding phone for USAA is hazerdous to my health. USAA OFFERS NO SPECIAL NEEDS OPTION or USER FRIENDLY assistance set up.
|
| 10/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I am filing this CFPB report about a transaction I was scammed into making on my USAA Checking Account by the way of an Ach withdrawal that took place on XX/XX/2023. I am a Veteran with a XXXX XXXX XXXX ( XXXX ) who was taken advantage of into making a purchase that I was not conscious of making at the time about a product I never received. I was SCAMMED INTO SENDING THE AMOUNT OF {$3700.00} to purchase a special type of computer ( XXXX XXXX XXXX XXXX ) for my XXXX XXXX that the company -XXXX- never shipped. I have been unable to contact the sales merchant being XXXX about this matter of my money being stolen. The response I received from the company ( XXXX ) is " We do not refund stolen XXXX '' & the result ended in me being Scammed, Taken Advantage Of, & {$3700.00} being stolen.
UNDER FEDERAL LAW : " banks must reimburse you if you've transferred money to someone because of a scam. This type of scam is known as an 'authorized push payment '. If you've paid by Direct Debit or ACH Withdrawal, you should be able to get a full refund under the Direct Debit Guarantee. '' I XXXX XXXX XXXX, Am Veteran With a XXXX XXXX, who had his disability taken advantage of & was tricked into sending this money and I need my bank ( USAA ) to credit my checking account & refund this purchase as soon as possible.
I have been disputing this transaction since the End of XX/XX/2023, & The Beginning of XX/XX/2023, or about XXXX months after I was scammed into sending this money. I have been fighting with them even until Today, Monday XX/XX/2023. I need the CFPB to tell them to credit my account. People with disability, such as myself, are protected under the A.D.A. ( Americans with disabilities act ) in cases of money being stolen/scammed/of sent.
Again The amount that I was scammed into sending back in XXXX from my Debit/Checking Account from USAA is {$3700.00} & I need help from the CFPB. Thank you.
|
| 08/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2022, XXXX fraudulent ACH transactions occurred on my checking acct. One for {$9900.00} to XXXX XXXX and one for {$8800.00} to XXXX Credit Card. Each time the fraud was done by creating a bill pay recipient and then making an ACH payment out of our checking account. The same thing happened in XXXX for {$9900.00} and {$9800.00} ( these have been returned ).
USAA failed to notify us that a new bill pay was created and also failed to notify me that my password had been changed on XX/XX/2022. I use the USAA app and was able to log in with a pin ( USAA site says this is more secure ) .However, I logged in for over a month without knowing my password had been changed. This is a flaw in USAA cybersecurity. This was done because evidently my husband is the primary account holder and we use is his login and USAA number. The fraud was done on my USAA member number/account that I had when I was on XXXX XXXX and do not use.
USAA says that notifications were sent about password change and new bill creations, but no notifications are in their system inbox on our account and no email was received. We only found out last week that my password had been changed on XX/XX/2022.
This same scenario took place in XXXX and we were never told that my account had been taken over. Instead, USAA only did a check on my husbands account. They offered no guidance in changing our passwords or further securing our account. During this time, USAA had filed the fraud as a debit card dispute which further delayed us getting our money returned.
USAA is taking too long to return stolen funds. We notified USAA immediately on XX/XX/2022. We have talked to numerous fraud dept reps and to XXXX in the CEO office. We were told it is supposed to be handled in three days but that the fraud department is backed up and has been taking longer. It has been over three weeks and USAA has failed to return our funds.
|
| 01/10/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
Due to some financial difficulty I requested from USAA Federal Savings Bank relief on paying my credit card ( USAA XXXX XXXX Card XXXX ) and was granted a two year reduce payment plan were I would pay every XXXX of the month {$170.00} so I can get caught up with bills and not file for bankruptcy. I made payment on time ( through auto draft on my checking account ) until around XXXX 2016 when there was a possible fraud on my checking account. I requested USAA to change the bank draft withdrawal from my USAA checking account to my XXXX XXXX checking account ( Please see attached Letters from USAA ). USAA then withdrew {$170.00} from USAA checking account on XXXX XXXX, 2016 putting my USAA checking account on overdraft. USAA have already made the automatic payment out of my XXXX XXXX account on XXXX XXXX, 2016. I called USAA to ask why it happened and I was told that due to the automatic nature of the draft it was not stopped in time. I asked USAA on how this can be solve and I was told they would cancel the auto draft out of my USAA account and keep the XXXX XXXX auto draft. I was also told that the payment for XXXX XXXX, 2016 would then be applied for the XXXX 2016 payment. I was out of town last week and when I got home yesterday ( XXXX ) I received a mail from USAA ( see attached mail ) that I would be terminated from the program and have to make a full payment of my balance ( over {$17000.00} ) when I called the USAA customer service number. It will be impossible for me to make the full payment. I was hoping that the payment plan would help me get some break will I pay off my obligations. Also, my USAA XXXX card have a feature of cash back that I have over {$1000.00} in cash back that could be applied toward my balance which as of now I can not access. I am not asking for forgiveness for the credit card debt, it is my obligation I just need time to make the payments. Thank you.
|
| 03/28/2016 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
My Mastercard with USAA was compromised, and I was a victim of Identity theft. I was checking online for a statement since I did not receive one for the current month and there were many charges from XXXX listed. I never made ANY of these charges, and my concern is why did n't the USAA Fraud / Security department alert me to these charges. I have had the Mastercard since XX/XX/XXXX, and have NEVER purchased anything thru XXXX. The first charge was on XXXX XXXX, XXXX and continued thru XXXX XXXX, XXXX. There were XXXX charges to XXXX XXXX, totaling over {$9000.00}!!! When I called USAA, all I got was : " gee, I 'm sorry. I do n't know how that could have happened. You must have fallen thru the cracks! '' How can I have confidence in a company that does not monitor accounts? All but XXXX of the charges have been credited, the account was closed and I have received a new card. But there are XXXX remaining charges from the same XXXX XXXX, totaling {$1400.00}. I have tried 4 times to get someone from USAA Fraud/Security to correct these charges. First on XXXX XXXX, then on XXXX XXXX, then on XXXX XXXX, and finally today on XXXX XXXX. After being " On hold '' for 20 minutes each time, I spoke to a rather incompetent agent who merely said " Wow, there 's alot of charges and credits. I 'm sure it will be fine. '' I still have {$1400.00} outstanding that I did not charge. He did n't know what to do, so I asked to speak to a supervisor. After being " On hold '' again for about 7 minutes, he said he 'll take care of it. What?? I want to speak to a Supervisor. He said they 're too busy now and will call back. That was 4 hours ago. I am very upset and frustrated with USAA, who portrays itself as an aid to military- ( my husband and daughter are military. ) The fact that this happened in the first place is very upsetting, but the fact that USAA is not trying to resolve this is more concerning!
|
| 06/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
On or about XX/XX/2021 my wife and I separated. I was rendered XXXX and jobless and destitute by her actions. USAA Bank contacted me regarding the separation and the separation of our finances and other services. XXXX of XXXX my wife files for divorce. XXXX of XXXX my estranged wife intercepts my mail, withholds it from me, opens it and steals the IRS tax credit check of {$500.00} issued solely to me and mailed solely to me. I notify the bank when I receive notification of a deposit. My estranged wife had maintained an account with {$0.00} in it in both our names. I had tried to remove my name and or close it the previous may but was refused as she was the primary.My estranged wife had stolen my check, signed her name to it, and deposited it in the account via mobile deposit then immediately transferred it to a different account solely in her name. The bank essentially shrugged its shoulders and said there was nothing they could do.but i told them to remove my name on the account and do not cash or deposit anymore checks in my name on the account. My estranged wife repeated the crime again in XXXX, XXXX and XXXX despite my repeatedly notifying them that the checks were stolen and fraudulently deposited without my signature or permission.all told a total of {$2200.00} was stolen from me by my estranged wife despite my warning the bank and reporting it to the XXXX XXXX police department. I was told today that the bank will not be considering it to be fraud of any type and I don't have any recourse through them. My estranged step son works for the bank and I have absolute proof of the crimes. Yet they will do nothing to the criminal nor make me whole for the crime they were complicit in. This is wholly unacceptable as numerous laws as well as their own account rules and regulations were broken by my estranged wife 4 times. 3 times after I had given advanced warning it was occurring
|
| 11/05/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
Hello ... My daughter and I has a Joint Account with this particular Bank..and shes also A XXXX In The United States XXXX ... On XX/XX/2019.. I deposited my XXXX check mobile ... like I always do every 2wks ... I made 5 Transactions afterwards ... Then I checked my balance like always ... ... So ... The next morning XX/XX/2019 ... My daughter texted me and asked whom was this lady that XXXX my account ... I asked her what lady ... I dont know anyone by that name ... and that someone had deposited a couple of thousands in my account also ... and took hundreds out of my account ... There were Thousands of dollars deposited in my daughters account as well ... Do I asked her what is going on..so she called the bank and they told her the checks will have to clear ... So she asked about my account ... but they wouldnt give her any information ... so I called to see what was going on ... They told me the checks will have to clear before they can investigate ... and it will take until XX/XX/2019 to clear ... So ... I asked them what am I supposed to for 2wks ... that was 80-90 percent of my check gone ... ... So for a whole week I kept calling to see what was going on ... They still couldnt give me any information ... So..My daughter and I got on a three way call ... To talk to the manager or someone in the Fraud Department ... Theyre asking us did we give anyone our information ... Which was insulting our intelligence ... Apparently my daughters and my Identity was stolen in order for this to happen ... and that bank is telling me I cant get my money back and it wasnt fraud ... so that left my account in a negative ... I seen some reviews on this banks site and there were some similar or the same issues happening to other people ... Im reaching out to ever Bureau, the police department, News affiliate etc ... Because this isnt right at all ... Hoping that something will get done ...
|
| 03/07/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2020, I purchased a service with a marketing agency called XXXX XXXX XXXX. During my consultation call, I was told the services could get me 2-5 appointments. I needed 2 appointments to trigger my insurance salesperson contract. The gentleman XXXX was told my situation and that I didn't have the XXXX asked for. I was told that XXXX could give me a discount for XXXX if I signed up on that call. I only had barely the amount. I was nervous but XXXX let me know he had used the service for his insurance career and if it didn't work, I could get my money back within 30 days. I sent an email letting the company know it did not work and requested a refund. I was told that I could not get the refund promised and I was within the 30 days and had followed all of the steps advised by the company. I did not get any appointments.
I disputed with USAA and have called pretty much everyday or sent a chat. Many of USAA 's agents saw but USAA still sided with the merchant. The merchant sent in a false invoice without a signature or my name or information and lied in the statement sent. My email proves my statements.
I have attempted to let USAA know this almost daily and they are telling me to contact the merchant which is why I contacted USAA to dispute. The merchant ignores me and has not responded.
Also, the merchant showcases a money back guarantee on his website, blog and XXXX channel.
Yet, USAA still does not refund my money. I also sent in all of the documents to show the information.
I am asking for help and a refund as an over drafted account affects me and I am telling the truth. I also do not have XXXX to waste especially at a time during a crisis. I was trying to keep my job. I lost my job because I did not trigger.
I can provide all of the documents provided to USAA and all forms of communications, including what the merchant sent in which was false information.
|
| 07/30/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
My husband and I have been separated since XX/XX/XXXX. He is XXXX ( XXXX ) and goes through XXXX of running credit to see who qualifies him for a loan and when he gets qualified he acts like he won the lottery. He has been doing this since our separation. Now that his credit is maxed out and is no longer getting approved for loans he has gone to the extent as putting me on as the co-signer without me knowing. This happened two weeks ago XX/XX/XXXX with USAA. He ran an online application for a loan with USAA since he did n't qualify for the {$10000.00} loan he dishonestly put my social security number as a co signer. He got approved for the loan. USAA, very well known bank/insurance for military -- well they, never contacted me to inform or verify with me that there was a loan being processed under my name and I was the co applicant. I only got an email after the fact saying congratulations your loan has been finalized call us immediately if you did not apply. Well I have gotten nowhere with USAA. I placed a police report sent them everything possible to prove to them that I did not apply. I am trying to deal with this along with finding a full time job, take care of my child and get this marriage over and done with. I hope banks and credit companies understand that this is a serious issue. Just because one is married does n't mean one spouse has the right to run your credit without my knowledge, companies should VERIFY with applicants AND CO APPLICANTS. Apparently, he applied on line he e-signed everything and USAA never verified. Everytime I call USAA my account is locked for investigation " we can not open your account '' all the agents tell me I will get called 24-48 hours from today. This has been going on for two weeks now. I will never trust military banking for anything especially this one. It is used by many military and overseas as well and I am left to just wait ....
|
| 10/15/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2020 my husband noticed a XXXX XXXX transaction was sent to a XXXX XXXX from our checking account from USAA and asked me about it. I replied I did not make that transaction from XXXX at all. He immediately called USAA and reported fraud. As he was talking to a representative, I checked my savings account and noticed another XXXX was taken unauthorized through XXXX two days prior which was that Saturday, so I got on the phone and reported that also. Our accounts were frozen for 72 hours and then after that no call or update, all our pending transactions were released. At this point, all our funds were removed and placed in another account that was not involved. On XX/XX/XXXX, I got two emails saying that my claims were denied and no fraudulent activity was found and the cases were closed, immediately called USAA and due to Covid, requested a representative call me back due to the wait times. The representative called me and I expressed my concerns and requested the documentation to be provided stating why it was closed because the letter I got stated I could get them. She told she would request them and it would take one to three business days and she would have everything reopened and a fraud analyst call me. This was Wednesday and I gave USAA until the following Wednesday. At this time which is now XX/XX/XXXX, I called USAA again asking the status of my claims and my documents. The representative even sounded confused to why it was closed because their findings made no sense to him. No notes from anyone looking into the two claims nor did I receive any documents. I told him on the XXXX, that USAA has until the following Wednesday to contact me with some sort of progress or documentation. I stated he could annotate the account I would file a complaint with the CFPB that this was not right. Its now XX/XX/XXXX and NO ONE has reached out to me via phone, email or mail.
|
| 08/24/2016 |
Yes |
|
- Closing/Cancelling account
|
|
Web |
|
|
In XXXX I was approved for my first credit card with USAA. Shortly after, I was laid off from my position as a XXXX. I could n't find another job, so I could n't pay my rent. My fianc and I moved in with my parents. USAA sent my debt to a collection agency. In XXXX XXXX I moved to XXXX with help from the XXXX. I was technically a homeless veteran, so they paid the deposit to get my fianc and I in an apartment. I found a job with a temp company and applied for XXXX benefits through the Veterans Affairs. I was advised to do by the XXXX. On XXXX/XXXX/XXXX, I was rated XXXX by the VA. On XXXX/XXXX/XXXX I paid the collection agency holding my debt with USAA {$1700.00} with my new military XXXX income. That {$1700.00} is the " Settlement Amount ''. Thats what I agreed to and there was never any mention of any remaining balance. Since I made the settlement payment I have n't received any correspondence at all, or notice of any remaining balance. This account does n't even exist according to my USAA profile. In fact, USAA required me to pay the debt collection agency before I could obtain my car insurance back with them. The fact that I have car insurance with USAA now is proof that I have satisfied this debt with USAA. I recently found out about this while they were helping me with an unrelated matter. Two times I tried calling them for information and both times the department that I need to speak to is conveniently unreachable after waiting on hold for an hour. On XXXX/XXXX/XXXX I found out this account has been reported to all XXXX credit bureaus for the past year or so, and I never even knew it existed. If I did, I would 've paid it. I 've been wondering why my credit score refuses to go up. My fianc and I have been going without to pay our debts with the sole intention of increasing our credit scores. We want to buy a home and start our family. I do n't believe I owe this debt.
|
| 11/12/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
In XXXX, I had over {$270.00} in disputes on both checking accounts. I was instructed to send documentation on of before XX/XX/XXXX so that USAA could further investigate. I sent all documentation ( uploaded through the website XXXX XX/XX/2020. One documentation was for items I did not receive from XXXX XXXX. The other document was for ALL XXXX charges. On XX/XX/XXXX, I received a document from USAA ( in my account portal ) saying I would have additional time to upload documents. I thought that maybe they misread my previous documentation, so I sent it again on XX/XX/XXXX, XXXX uploaded to the website ) On the night of XX/XX/XXXX a received notification through the portal that USAA did not receive my documentation and all provisional funds would be withdrawn. I immediately called the next morning to attempt to speak with an associate in the disputes department. While I was on hold, somehow I was placed back into the que, got another associate and that associate stated she would send a message to the disputes/fraud team. Well the next day ( today XX/XX/2020 ) I login to my account to see that my is locked and being closed. When I called to speak to a rep. I was told that the fraud department feels that I am doing unlawful banking practices. From that, I gather that they feel that I am making false statements and/or claims to get money. This is not true. I did not receive goods/services from the merchants in question. USAA also states if you are having a hard time, please let us know. Well we are in the middle of a pandemic in which I have had a household member test positive for XXXX. This is not a game for me. Locking my mother, the joint owner out is not fair at all. She had nothing to do with any of this and now she doesn't have access to her funds to even get meds. That in itself is unlawful. THe least USAA could do is unlock the account so she could have access to funds.
|
| 05/17/2015 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
Well, I filed a dispute with my credit card for a large amount of money. A woman named XXXX promised to contact me after calling her supervisor. However, I never heard from her. I left XXXX messages on her machine and also called and left a message for her supervisor. No one ever called me. I asked if there was other information they needed and she said, typically not, your services were not as described. I have protection under my master card credit card agreement, but the part I 'm contacting you about is the failure to communicate. I 've been asking for months, but no one will speak to me. If someone promises to call so I can get my facts together, fine, but now no one at USAA will return my calls. I 've called repeatedly. Then, I got a letter -- much after these events -- asking for all the same information I already filed. This person has mismanaged my case. I explained the details completely and submitted them. She said she did n't need the information and now suddenly she lost all of it. I do n't understand how my case is being mismanaged so terribly and why a supervisor wo n't call me back. It is disturbing. I want my money back. The amount of the dispute should not be in issue. It is within my rights to have the information and be communicated with in a timely manner. The fact that XXXX lost all of my information and sounded confused about my case reveals that she did n't even investigate or look into it. I have a provision in my case that states if the services were not as provided I could have my money back. In this case I left written documentation and forwarded it to USAA. I did everything on my side and now they want me to do it again. no one ever returned a call. I do n't want XXXX, I want a supervisor. and still no one called m back. I have been at the bank with the card for many years. Why ca n't they honor their word to me that I would get my money back?
|
| 03/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I left the XXXX on XX/XX/XXXX after given two weeks notice of my discharge. As soon as I knew that I indicated that by filling out USAA 's transitioning service members resources. On XX/XX/XXXX I received no more income and since there wasn't any time to apply and be approved for normal VA and financial resources that Veterans receive I applied to several other financial assistance programs since and the only resources we ( my family and I ) have received was emergency food stamps as I was denied or received no reply for rent or utilities assistance, so my last option was to withdraw my retirement savings to prevent being sent a nonpayment of rent this month as well as paying for utilities and debts I owe. However, when I received this money and tried to deposit it, it was immediately put on hold and only less than 10 % of the balance was deposited, which I assumed had a {$10000.00} deposit limit. Because of these holds, which when I called today to see if they could remove it, they said they couldn't and wouldn't do anything until the hold was removed which is XX/XX/XXXX, which by then I will be sent nonpayment of rent this month and allow the landlord the option to begin eviction. I will also have more late fees for returned payments. I chose USAA specifically because I thought they would understand and be sympathetic to my situation since USAA only serves service-members and their families but now it feels like our only relationship between us is for debt collection. These holds also prevent me from preparing to move out of our house this month to attend XXXX school. I can't afford to wait until the XXXX to use my money and because of this I can no longer recommend USAA as The Service-members Bank as my treatment from my transition to civilian life has been a nightmare due to them. I will probably have to go into more debt just to not have my family and I be homeless
|
| 05/02/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My name is XXXX XXXX XXXX XXXX , and sadly I have had to file numerous FTC Complaints against my Bank USAA XXXX XXXX XXXX . I have had more problems with USAA in the last 3-4 years than I have had since I joined when I was XXXX -years old. I have had to file complaints ranging from not updating accounts accurately to Credit Card issues that I have never, ever had before! Currently USAA via a contracted Mortgaging Company- XXXX XXXX is not taking my monthly Mortgage Payment automatically out of my USAA Checking account on the XXXX of every month as I signed up for. I was led to believe that the previous USAA contracted Mortgage Servicing Company , XXXX ( sp ), was not doing a good job an d USA A had numerous customer complaints and this is why they switched me to XXXX XXXX I have recently learned, via talking to USAA Mortgage Servicing Agents, that USAA has ab out 4 Mortgage Servicing Companies contracted and I believe XXXX is still one. I had no issues with XXXX , as they took my payment out religiously on the XXXX of every month regardless of weekend or holiday. I have talked with everyone at USAA there is to speak with and XXXX XXXX and this issue has never been resolved. All I have ever gotten is excuses, and as of this morning at XXXX CST XXXX XXXX has still not processed my Mortgage Payment. I once again called USAA this morning and spoke with a XXXX in USAA Mortgage Department and once again told her USAA nee ded to get this fixed- but have very little hope of that as have already complained enough. Any assistance you can render would be appreciated, as not taking out a Mortgage Payment of over XXXX dollars a month, when scheduled makes it difficult to manage ones finances properly. Thank you in advance for any assistance you may render in this matter! XXXX XXXX XXXX XXXX XXXX .
|
| 05/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
XXXX XXXX XXXX XXXX XXXX of the office of the CEO called customer regarding my previous complaint on XX/XX/22 and XX/XX/22. On both calls XXXX eluded to the customer being responsible for not completing transactions on the account. XXXX XXXX further refused to provide company policy or documentation to support her assertation that I was required to have an additional XXXX on file with the Bank. XXXX XXXX was unable to verbalize why the bank was not in possession of documentation completed when the account was opened in the branch in XXXX Texas, or any subsequent e-documents completed through their portal. XXXX XXXX was able to state that there was a known glitch with blocking access to the account but that it was not stopping transactions. She however failed to acknowledge that you must be able to access the account in order to perform transactions within it online or within the XXXX, which was blocked from access and therefor blocked from performing any transactions. XXXX XXXX was adamite about providing information that any debit cards continued to work no matter what was going on online. Had XXXX XXXX researched the customer 's account she would have know that the debit card and bank are not utilized with USAA in this manner.
It is therefore asserted that XXXX XXXX intentionally blamed the consumer for all faults of the bank and intentionally attempted to mislead and deflect from the stated issues in order not to address them. When asked to speak to her XXXX XXXX XXXX told the customer that there was no one higher to speak with that would address her issues.
XXXX XXXX has a XXXX named XXXX XXXX.
XXXX XXXX ended her conversation on XX/XX/22 stating that the customer could read her report and conclusion from the CFPB.
The CEO 's office was called and notified of the XXXX XXXX 's actions on XX/XX/22 representative XXXX XXXX took the information during the call.
|
| 08/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
From XXXX XXXX to XXXX XXXX, I used mobile deposite with USAA to deposit checks I did not know were fraudulant and part of a scam to pay scammers through third-party apps. I thought I was serving as a middle man for other small businesses like mine to help pay vendors for a wedding I had been booked to work next week ( already aware how XXXX all this sounds/is ).
On XXXX XXXX, after the last check was deposited, being scammed became a hard reality when USAA put everything on hold and I realized any funds I did have, and then some, were completely gone and I was now in the negative.
Now, after walking USAA through what happened, and the fact that none of those checks flagged as fraudulant on USAA 's end after I deposited them, they say I am now liable for paying them back {$10000.00} or more -- money I didn't have to begin with. I don't understand how checks I didn't know were fraudualnt now make me liable to pay back money I didn't know was bad to begin with, now that everything is gone. We've banked with USAA for years, but now because I'm a victim of a scam, USAA says I have 41 days to pay back all this money I didn't have to begin with or they close our accounts.
There should be some sort of better mechanism in place by USAA to either have alerted me to the fraudulant checks or canceled the checks the minute they realized it was bad. Not a single alert was given on their end until the money was gone. I know I'm XXXX on my part for falling victim to it, but this is not money I should have to pay back. Those responsible should have to pay it back, or the bank should have alerted me to the fraud and canceled the checks the moment they failed. These scammers hit right an extremely vulnerable time in my life, and I got played like a fiddle because of it.
I have an open police investigation pending in this scam, but that also has no henderance on this situation.
|
| 12/04/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
|
|
In XX/XX/2020 I had a 30 day late payment reported for the amount of {$15.00}. Prior to this payment being 30 days late I spoke with two representatives who I believe failed to provide me with all information or options based on the companies process with my account status. I made an attempt to make a payment for {$100.00} but my banking information that was saved on file was removed without a request by me. No agent was had been able to identify why my banking information was removed because I never had any returned payments. Since my banking information was no longer on file I asked to make a payment with my debit card. The agent advised me at the time she couldn't take a debit card payment and I would have to re provide my banking information. I bank with a small local credit union and at that time the credit union was temporarily closed due to COVID. For me to obtain my bank information I had to wait on the bank to respond to me through a secured messaging portal with that information. On a separate occasion I was contacted by a collections agent and explained the previous issues to her and requested to make a debit card payment with her at the time. That agent also told me she was unable to accept my payment at the time. I've attempted to resolve this issue for this past 6 months with customer service and their managers every time I call but have not been able to get any information in regards to having someone investigate if I was misinformed contributing to the 30 day late being reported. I received one call back that I missed at the time but soon after the missed call I returned the call to the manager but only reached a voicemail. I left at least 3 voicemails and never received a call back. Since I never got a response to my voicemails I started to ask for a manager every time I call to make a payment now but still haven't received one over the past 6 months.
|
| 11/07/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
Identity Theft Victims Complaint and Affidavit PAGE ( 3 ) Item XXXX XX/XX/2020 XXXX XXXX XXXX received an Email from which appeared to be from XXXX to confirm an Order purchased. NO order was ever issued. Called the phone number as shown on the Email. Man states ok you have NO XXXX account ; does any other family member have an account? Think my wife XXXX XXXX XXXX does. XXXX talked over 1.5 hours to this man with her computer ON. Computer was Hacked. Man asked her if she had a checking account, YES. Could you log on to see IF any orders were filed and collected. She did so ; USAA Federal Savings Bank account was Hacked as he could see accounts and account numbers as she had OPEN. XXXX became very uncomfortable and nervous. XXXX ended the call and shutdown her computer OFF. Hacker then placed ( 2 ) Wire-Transfers to be sent ( 1 ) {$9800.00}, ( 2 ) {$9800.00}. Our USAA Bank Savings Account ending in ( XXXX ) was hacked. The account has been closed and terminated with balance transferred to another account. USAA states Mrs.XXXX was sent an Email ref. the transfers to be sent. XXXX XXXX NEVER received this Email at her XXXX account or her online USAA Bank account. XXXX XXXX XXXX made phone calls to the USAA Bank from XXXXXXXX XXXX to XXXX to STOP the transfers. XXXX did receive and Email from USAA at XXXX to confirm the Wire-Trans were in fact sent. The USAA Committee completed an investigation. As stated NO FUNDS will be issued or returned Mrs. XXXX was to fault. XXXX XXXX asked WHY and WHO authorized this Wire of funds to be sent? USAA stated the bank NEVER heard from Mrs. XXXX. USAA If the requester ( Mrs. XXXX ) does NOT call or notify us per-Email from us, the funds ARE sent. AGAIN, That Email was NEVER received to date. NO Authorization or Approval was EVER given to USAA for this transaction to be done. ( NOTE ) Mr. XXXX has a membership at USAA for ( 51 ) years.
|
| 07/01/2016 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
Servicemember |
|
I was charged XXXX by a fraudulent company for pirated software and services that were licensed to another citizen in XXXX. I submitted a dispute with USAA my Visa card issuer. I was given a temporary credit. The dispute investigation is still on going. I changed my credit card and now have a new number. I have not had any contact with the fraudulent company. I did report them to XXXX XXXX as a company that miss represents XXXX and has the ability to resell sold software licenses and on line software. On XXXX XXXX I was charged by this company yet again. USAA Visa claims this is a new charge. I have not authorized nor have had any contact with the company creating the charge. I have been told this is a reoccurring charge and that it did not matter that I changed my card number ; they can charge me against the old number and obtain the new card data through XXXX. I tried to report and claim this fraudulent new charge and was told to make a dispute. The dispute department asked for documentation which I do not have since I did not coordinate for nor authorize the XXXX XXXX charge ; I have submitted documentation for the XXXX dispute. The USAA on line system will not let me file a dispute for this charge ... .all other charges I could, but the on line option is not available for the XXXX XXXX charge. The USAA dispute representative could not manipulate their system to enter a dispute for the XXXX XXXX charge either. So ... in effect I have to try to get a temporary credit every time these Pirates charge my card in order to have my balance not be affected. I have been assured that I am not responsible for the interest these fraudulent charges create or the balance. However, If I were to have an emergency expense I would need to call USAA Visa to get help and might not be able to use all of the authorized credit they have agreed to give me ... .a broken contract in effect.
|
| 09/13/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with the interest rate
|
|
Web |
|
|
USAA is charging me 16.54 % on a used vehicle loan.
The national average loan interest rate is 5.27 %.
My credit score is almost 700 as of XX/XX/XXXX.
USAA has refused to refinance the loan.
I contacted them approximately XX/XX/XXXX via telephone and requested a refinance and/interest rate reduction and was denied.
I have had financial difficulty due to COVID19.
This means my payment is {$790.00}. broken down to : Interest : {$460.00} Principal : {$320.00} The loan began : XX/XX/XXXX Pay off schedule date : XX/XX/XXXX PAYMENTS : XX/XX/XXXX LATE CHARGE ASSESSED {$39.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$320.00} {$34000.00} XX/XX/XXXX INTEREST {$460.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$300.00} {$34000.00} XX/XX/XXXX INTEREST {$480.00} {$34000.00} XX/XX/XXXX NUMBER OF DAYS = XXXX XX/XX/XXXX PRINCIPAL {$330.00} {$34000.00} XX/XX/XXXX INTEREST {$460.00} {$34000.00} XX/XX/XXXX PRINCIPAL {$290.00} {$35000.00} XX/XX/XXXX INTEREST {$490.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$290.00} {$35000.00} XX/XX/XXXX INTEREST {$500.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$190.00} {$35000.00} XX/XX/XXXX INTEREST {$600.00} {$35000.00} XX/XX/XXXX PRINCIPAL {$35000.00} {$35000.00} So this is a 7 year auto loan in what would be 4 to 5 years if the interest rate was not inflated.
I am paying more in interest than I am on my payment to pay the loan off.
This is preditory lending. I am being taken advantage of by the financial institution.
I am a XXXX person.
Maybe similar scam as the XXXX housing market which caused a crash in the industry? Also I don't know who my money is going to in their network or why or how they are redesignating it. I really don't care either as they are financially abusing me to I guess give to another area?
I don't know what scam the government is running. USAA Federal is refusing to refinance my loan and SERIOUSLY TAKING ADVANTAGE OF MY FINANCES.
|
| 05/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I am unsure as to where to start with this ongoing issue I have been having with USAA. However, it started in XXXX 2017 . On the XXXX , I noticed some fraudulent activity with my Checking account and filed a fraud case and had my bank card suspended and replaced. The bank told me on or about XXXX XXXX or XXXX that they were no longer conducting business with me and that the fraud case would take up to 75 days and that my funds would be available to me after the case was over. The end of XXXX I realized that my XXXX check had already been sent to USAA and I spoke to them on that day ( XXXX XXXX ) and the XXXX of XXXX to try and figure out what I could do as far as the funds of my check. I was informed that I was to wait 60 c alendar days. I called last week, XXXX XXXX , and was asked to call back on the following Monday, XXXX XXXX . I called again and was asked if it would be okay that they call me back with a resolution, when and if found. I accepted. I did receive an email the beginning of XXXX ( the XXXX to be exact ), that the Fraud case had been resolved and nothing on my part to do because the transactions were not mine. Today, XXXX XXXX , I received a letter in the mail that my 'USAA Federal Savings Ba nk Accou nt ', bei ng the Checking Account # XXXX was being closed as of the date of the letter, XXXX XXXX , 2017 . I have been calling XXXX and then in XXXX about my funds sent from Veterans Affairs and whether they can send me my money to my new banking account or not and am still awaiting an answer. With the letter, I continue to be told to call if any questions. Up until now there is no resolving this issue with the bank 's customer service because the run-around does not stop with them but only continues after being placed on hold for ab out 15 minutes at the least, each time, at least once.
|
| 03/09/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
Hello, Re-XXXX my name is XXXX XXXX XXXX, I have been paying XXXX mortgage through my checking account. I actually paid the full amount which was due on XXXX XXXX, XXXX, There is a problem with USAA lost Medication Department. ( XXXX XXXX ) has confirmed they have not received any payments. However, my bank which sends the payments. through electronic has confirmed XXXX has been accepting the payments. On XXXX XXXX, XXXX, I was on the phone with XXXX and my bank, and the bank confirmed the payment and the address. This information is recorded. so Please listen to the recording. XXXX XXXX has sent the letter from their research department ( XXXX ) XXXX confirming no payments have been made. Letters dated XXXX XXXX and XXXX XXXX XXXX. On XXXX XXXX I received my check uncashed from XXXX loss mitigation department. ( the check they say they did not receive ) photo attached. One thing Lost mitigation department can not lie about my electronic payments. XXXX XXXX actually sees the payments, XXXX XXXX has stated he will not send XXXX anymore funds all the funds will go to USAA corporate office. It is evident that someone at loss XXXX is trying to sabotage him. There is n't any reason for 5 payments received before XXXX/XXXX/XXXX and they are all lost and not received. The last electronic payment was returned, I have actually XXXX with signed confirmation to USAA Headquarters XXXX XXXX @ XXXX has advised no to do so. However, XXXX has lost faxes and payments. It 's evident there are issues. Here are all the payments sent. Which are {$2000.00}, {$200.00}, {$1600.00}, {$1800.00}, {$1800.00}, {>= $1,000,000} I believe these amounts take care of all the payment which were due. Now if XXXX XXXX sends them back and lies about it. XXXX XXXX actually have copies of the letters they have sent. She claims she ca n't listen to the conversation. It shows pure laziness and deceitfulness.
|
| 09/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2023, I logged into my USAA checking account. I discovered that {$30000.00} was missing from my checking account. I called USAA and they stated that I had requested a transfer to another members checking account at XXXX am. They summarized it as a transfer from my account ending in XXXX to an account ending in XXXX in the name of XXXX XXXX. I informed them that I had not made this request. They also told me that the account ending in XXXX was missing from USAA at XXXX am that same day.
On XX/XX/2023, I received an email from USAA telling me that they no longer wanted to maintain a banking relationship with me. They closed my account and cancelled my credit card. I had other funds in that checking account that I no longer have access to. I also had automatically deposited my military pension check, my wifes retirement check and social security checks. I was unable to get these deposits rerouted without warning. USAA has kept all these funds. I have not had a cent to live on. They are reportedly freezing all my accounts for 60 days during their investigation. I have tried calling to get this corrected but just keep getting routed to phone support in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have not gotten any help with this matter.
I was told that they had experienced a data breech in XXXX of 2023, my account was XXXX affected. I had to borrow money from a neighbor to visit my wife in hospice. With my funds frozen I am unable to continue to pay for her XXXX care. USAA does not seem to care. XXXX a XXXX XXXX veteran that is unable to buy groceries. I tried visiting the bank office to see if I could speak to a bank XXXX, but they could not accommodate this request.
My wifes care is {$4000.00} monthly and they will be charging me 10 % for late fees since I was unable to pay on time with my funds frozen. What can I do? Is USAA being reasonable.
|
| 02/24/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
This problem started due to a problem I had with XXXX XXXX. I retired two years ago, sold my house and live in an XXXX. XXXX XXXX locked my accounts a few days ago because of the Know Your Customer ( Patriot Act ) laws. When I gave them next of kin address all became well with them. I've since opened an account with another national bank and they are OK with my addresses too.
But this event scared me, so I decided that I would do business with two banks moving some of my safety net cash to USAA.
So I became a member of USAA. I then created a savings account, applied for a credit card ( which was approved in minutes ) and noticed that their investment products looked good. I decided to rollover my 401k into USAA IRA and purchase a fixed income annuity.
I had USAA electronically transfer XXXX from my XXXX XXXX account. At this point I thought all was good.
A couple days later I found that I had been locked out of my account.
I called USAA and was told that I was suspected of some fraud and that they would do no business with me.
The last representative I spoke with told me that she could not tell me what would become of my XXXX deposit. She told me that she could not tell me if I would ever get the money returned. She also said that there was no one else I could talk to and there was nothing else anyone could do about it.
I have no idea what fraud they think I committed. Some have suggested that I triggered some reporting " thing '' and that the money might have been turned over to the government ( IRS? ). I've read horror stories of this happening to people and people having to give up because they lack the resources to fight it. But my deposit was not cash, it was an electronic transfer triggered by USAA.
Please believe me, I did nothing illegal. Obviously, I want my money returned.
What kind of world do we live in when banks can just take our money away?
|
| 11/16/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
The USAA Bank Fraud Resolution Team Refuses to Investigate and Require Immediate Termination of ALL Illegal Visa Credit Card Accounts Immediately in Written Disclosure by Federal Law in Consumer Securities Lender Inequities ( USAA Bank XXXX XXXX XXXX ) This Criminal USAA Bank Identity Theft was Confirmed by USAA Bank Auditor on XX/XX/2022 Without Resolution because the USAA Bank Admitted that Additional Visa Credit Card Accounts required Internal Employee Audit ( Character Assination by Conspiracy in Illegal USAA Deployment Classification Scam ) This Fraud and Character Assination involves the Texas Attorney General Greg Paxton that Is Required to Provide An immediate Court Order to USAA Federal Savings Bank in Conspiracy Theft Of Multiple Unauthorized Visa Credit XXXX in XXXX XXXX XXXX by Illegal Deployment Classification XXXX ) Contact The Attorney General AND Demand Action against USAA Bank for A Malicious Financial Fraud without Resolution for 24 Months!!!
USAA Bank Member Advocacy XXXX XXXX is Required to Terminate ALL Fraudulent Accounts Immediately!
Her Personal USAA Business Telephone Contact is ( XXXX ) XXXX USAA Federal Savings Bank Fraud Agent XXXX XXXX has Not Returned Voicemail Messages for Seven Months and is Obstruction of Justice in XXXX XXXX XXXX The FBI is Conducting A Criminal Identity Theft Investigation in USAA Bank Relocation in XXXX XXXX Nevada by Agent XXXX in XX/XX/2022 by Claimant in Recorded Deposition Investigatiing USAA Bank In illegaXXXX XXXX XXXX XXXX with Case Number This Identity Theft Crime was Submitted Online to the Consumer Financial Protection Agency in Washington DC ( FBI Washington DC ) with Case number To Investigate the USAA Bank in XXXX XXXX Texas in XXXX XXXX XXXX!!
XXXX XXXX XXXX XXXX Due Process of Law!!!
XXXX XXXX XXXX on This Character Assination by USAA Bank XXXX XXXX XXXX XXXX Due Process of Law
|
| 11/21/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I contacted USSA credit card customer service on XXXX XXXX, 2017 about a filing a dispute on my card. The person i spoke with told me that he would file the dispute and asked me several questions about the complaint. I answered all his question and asked if i needed to submit anything since i had several merchant write letters where the previous merchant did not do the work correctly when they installed my floors. He said he did not need anything but if he did he would send me a letter. He even issued me a finance charge credit to my account the very next day. When i called to ask what that was they stated it was due to the recent dispute i filed. To this day i have not receive any letter about a dispute. After a few weeks i called and the rep told me she did see the rep and i asked how long would they give the merchant to respond. She stated they give them 45 days and we are about 3 weeks into that process. I called again when we were about a few days until day 45 and again the person I spoke with told me that they saw the dispute and that in a few days i should have a credit because they could see my dispute and that the merchant had not replied to my dispute. i was feeling good as I had hired the next company to fix the floor. i was really hoping when i got the credit that I would be able to pay the new merchant. After giving them over the 45 days i decided to call since i had not heard anything. I got a customer service rep and they ended transferring me to their dispute are. The worst part is that the dispute rep said no dispute was ever filed and that i had to start all over again. I was very upset and i feel that REG Z, a federal law, was violated since they stated to me a dispute was filed and they they gave the merchant enough time. I have waited 45 days, 60 days and now the merchant tells me i have to wait 120 days and i feel that is not right nor fair.
|
| 04/15/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX my XXXX yo son made a purchase at the local grocery store and withdrew money from the self serve check out. He missed place his card in between the store and home, only to discover that on Monday XX/XX/XXXX that a check for {$8700.00} was deposited by ATM with XXXX XXXX into his checking account and several withdrawals of his own personal money from a second checking account was transferred in the initial checking account where the bogus check was deposited. We live in the state of GA and there's NOT a USAA branch in our state to make check deposits except by mobile banking.
Because my son account in the past was a joint account underneath mine, he is now XXXX but his account as well as both my checking and saving account has been frozen. I have filed a police report with the local authorities and is waiting for the police report. But I have uploaded a copy of my case number from the police to my USAA profile.
I have reached out to USAA on several attempts to get updates in the investigation only to be told that IF I pay the outstanding fee of {$260.00} for the overdraft on my son 's account of the return check ( bonus check ) that was deposited AND the charges from the transactions that my son made prior to the check being deposited, would then OUR accounts be accessible.
Now, prior to the check being deposited into my son 's account, my son had funds well over {$800.00} in his accounts MONTHS ago, as well the recent deposit of his payroll check of {$230.00}. So had that bogus check NEVER been deposited into his account, ALL of his transactions would have been cleared.
So I refuse THEN as I do NOW, to be STRONG ARMED into paying for a debt that HE/I owe to release our funds. WHEN DID WE BECAME A THIRD WORLD COUNTRY TO START USING THESE PRACTICES????
WE BOTH have financial obligations that requires the use of OUR FUNDS NOW!!!! So please help.
|
| 09/29/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Older American |
|
XXXX XXXX XXXX called me XXXX XXXX to say I owed {$1000.00} To USAA -- They offered to settle the debt in payments for 6 months that would amount to {$1800.00}. I told them I could pay {$1000.00} on the first to clear debt. Name of company if you dial it is XXXX. But I was not sure what I owed USAA since before I had a care giver XXXX XXXX to help with my finances and keep track of payments. Since I have had several XXXX XXXX and six XXXX. Also on line is proof I was recently XXXX in the XXXX with a XXXX guage by my dog that XXXX my XXXX and XXXX my right XXXX and cracked XXXX XXXX leaving an ounce of XXXX XXXXXXXX in my XXXX. Needless to say this has been hard without a care giver. You know I was not thinking so I called that number back and I explained that I am not sure if I am being scammed and I want to call USAA to be sure this company is legit. I also want to know for sure I owe this amount because I am not sure in my mind if I owe money or the amount if I do.
I called USAA several times, some problem here with memory and did not answer their security question right but finally got through and then they needed me to send an ID photo which I did. Yet they will not give me the amount I owe and even after getting through and sending the ID. Maybe USAA can justify the record of 5 different phone conversations I have had trying to get my information and their getting me to verify by sending them a copy of my valid ID but for a senior I would not advise you to be a customer with them. The hours I have spent are frustrating just only to get information to verify if XXXX is their debt collecting company and if {$1000.00} one time payment or {$1800.00} in six payments is justified to pay off what I owe and if {$1000.00} is really the amount I owe. USAA has up to now refused to tell me anything even with all the proof I have given. USAA phone number is XXXX.
|
| 10/09/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XXXX XXXX, I received a text from USAA asking if I authorized a charge to a hotel in the XXXX. I replied yes and USAA thanked me for letting them know it was not fraud. Since I have had several problems with USAA in the last few months, I called them a couple of hours later and found out that they had canceled the payment to the hotel, a week before I was supposed to arrive, and that it was my responsibility to contact the merchant to have the charge reapplied.
I contacted XXXX since I made the reservation through them. They eventually told me my reservation was canceled and there was no availability at the hotel I selected. I saw the direct number to the hotel on XXXX and called them directly in a panic because I thought I did not have a room. They were able to charge my card, but the damage was done in terms of the stress USAA caused by poor communication. I made several additional phone calls to USAA and also sent emails to their CEO. No one seemed to care about the issues USAA caused and they thought the issue was resolved when they replied by explaining their fraud procedures.
Earlier tonight, I received myXX/XX/XXXX bill and it included an additional {$13.00} for my call to the XXXX. I called USAA and not only did they refuse to reimburse me for this call, but they also admitted that their fraud notification was flawed. There is no information in the text message they send other than asking if the member authorized the charge or not. They also admitted that they immediately canceled the transaction because they didn't want to be held responsible if it was a fraud. If it wasn't fraud, the member is screwed. They assume that members will know what to do, even if they are in a foreign country. USAA claims they are for XXXX but they treat people like trash and do nothing when they cause disruption to this level. I believe they need to be investigated.
|
| 06/08/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/2023, USAA sent a letter from a fraudulent incident about 90 days before where individuals pretending to be USAA had transfered {$1200.00} out of my checking account through gift cards in an elaborate scheme pretending to be multiple government agencies. The same day I had called USAA back. They had confirmed that no such call had occurred and I had reported that there had been a theft from my checking account. A reversal of the amount was immediately put back into my checking account on the same day after I had given details of the hours long phone call. On Monday XX/XX/XXXX, {$750.00} was taken out of my checking account from the dispute department without my consent, violating their zero liability policy. I had filed the first complaint. On Tuesday XX/XX/XXXX a second complaint was filed with USAA demanding the return of the funds after they had pulled {$500.00} out of the account. The letter explaining this gave no explanation as to how they drew the conclusion that this was not theft. They claimed they had made a thorough investigation when no contact was made to me for my additional evidence and no contact was made to me in general about the fraud claim. Today, Wednesday, XX/XX/XXXX, I filed a third complaint and told USAA I demanded the return of the funds to the checking account. If they do not act quickly I said, a lawsuit will be filed against them to trigger arbitration. I alerted them that I would be contacting you and be filing a complaint up to and after the filing of the lawsuit on Tuesday XX/XX/XXXX if the funds are not returned. Tuesday XX/XX/XXXX a representative claimed it would take 24 hours to assign a new representative to reopen the investigation. But USAA has done no such thing. I let them know I am already in the US Court of Appeals for another incident and I am sure they would not have any problem with me adding another case.
|
| 05/23/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX my XXXX XXXX XXXX son was contacted by someone on XXXX and asked if he had a USAA XXXX account and said they would pay him to talk to and be a friend of the scammer. My son was provided with {$11000.00} in checks, mostly {$1500.00} but one {$2500.00} check to deposit to his account. The funds were deposited to the account and the entire amount was immediately made available. He was able to make two wire transfers, onXXXX in the amount of {$1900.00} and the other for {$2500.00}. The scammers provided him with a video via XXXX on how to make a wire transfer on USAA. Additionally, he was instructed to XXXX two transactions and make visa gift card purchases. All in all, he was allowed to have access to withdraw the the entire amount through various transfers and purchases. USAA reports that they sent an alert to the XXXX XXXX XXXX account holder. They did not send alerts to the adult account holder. I noticed that another consumer reported a similar experience in XXXX of this year. These scammers are intentionally targeting youth with USAA accounts because of the lack of financial controls that other banks have implemented. USAA is aware and is not acting responsibly. I can't imagine any universe where a XXXX XXXX XXXX needs to send wire transfers. My own bank limits ATM withdrawals to {$1000.00} per day on an adult account!
USAA is failing to implement appropriate controls to protect military consumers with youth accounts. They are aware that their youth accounts are being targeted, as evidenced by the report filed a couple months ago, and the multiple communications I have had this week, and still fail to take action to protect their consumers.
Additionally, USAA has denied me to take a loan to preserve my credit rating, even though I have good credit and financial means to pay. " There is no second look. '' They are not working with me at all.
|
| 03/24/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXXXXXX I was emailed and called about a loan I was approved for with XXXX. Little did I know, I was at the beginning of a scam. The fraudsters contacted me via email, and then by phone saying I was approved for the loan. I was excited that I was approved and would be able to pay some things off! Well, things escalated quickly as I was actually speaking to fraudsters who then within minutes deposited 5-6 fraudulent checks into my account! They then told me I had to send the money back immediately to them via XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX This is a " known '' scam that I did not know about. I knew something was not right at the first deposit. I was told They had to do this verification process and then the loan would be the next deposit. I then told them I did not want to proceed nor did I want to take the loan! They kept depositing into my account after I told them that. I felt nervous and in the text messages to them I let them know to STOP depositing funds and I did not want to keep sending them back to MULTIPLE XXXX accounts. Please see the attached emails and text thread. I was threatened over the phone that I would be out of thousands of $ if I did not send the funds back. I was terrified, all I was thinking was that I have to get this money back to them and be done or I would " reap the consequences ''. It wasn't until 3 or so hours later that I knew the only way to get this to be over was to call my bank, USAA. I called to make a fraud claim immediately, and a dispute as well all on XXXX On Friday XXXX even after submitting supporting documents, I was told that I was responsible for the {$3800.00} that my account was in the negative in. The USAA Fraud department ruled this in their favor and not mine because initiated the XXXX and XXXX XXXX transactions. I am not scammed out of almost {$4000.00} dollars. PLEASE HELP ME!
|
| 09/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
This is a follow-up complaint from the cases # XXXX and XXXX Last night, I received an email notification saying that USAA is closing my account without providing any reasons to why they are closing my account.
This morning, I called USAA asking why I am not able to access my account and I was told by customer service that my account is being closed for fraudulent activities. The bank is also blaming me me for the fraudulent activity I reported. The bank is saying that I willingly gave access to people I do not know and added people into my XXXX account. All of these accusations are false. It makes no sense for me to go as far as filing complaints and seeking legal actions if I was the one providing strangers with my access.
I believe I have been my phone was hacked or cloned since this incident ; I have been receiving numerous scam calls.
I am aware that unauthorized EFTs fall under Regulation E of the Electronic Fund Transfer ACT. The XXXX money transfers were not completed by me.
On XX/XX/XXXX - Another person from XXXX, NC was hacked/scammed through XXXX, and the bank refused to help her until she went on the news. She was drained {$1700.00}.
https : XXXX This is exactly what happened to me. My next course of action will be contacting the investigative new reporter. All I want is my money back so I can move on with my life.
I am going to continue to fight for this and I will go as far needed to make sure I am treated right. Rather than USAA victimizing their customer, they should try to understand and better provide services. I have been using USAA since XXXX and this is how I am being treated. Unbelievable.
Also, due to the fraudulent activity and the possibility of my identity being stolen, I am not able to use my Social Security to open another bank or even apply for a small loan so I can pay my bills. This has affected me significantly.
|
| 05/25/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I called on XX/XX/XXXX to discuss why there were reversal charges from USAA on my account. I was talking to a representative and was hung up on and not called back. I tried to call back again and was hung up on, again. I finally reached someone and explained how I had contacted USAA about fraudulent charges, been credited twice, only to find on XX/XX/XXXX that my account had the credits reversed ( X2 ). I also explained that USAA never reached out and that I was confused as to what was happening. The agent said they would be right back and placed me on hold for 48+ minutes for what should have been a simple explanation. We were then told that we didn't report these in a timely manner " per the guidelines '' when we were told when we were filed we could do it anytime. They also said nothing had been sent out to us yet. But yet chose to take back our funds anyways. Why would they close and reverse our funds over a timeline when we were told there is no timeline?
They then said that our credits were done on different days and processed on different days even though we did this all in one evening. I asked why this was done across multiple days when we did this in one evening. They could not provide an answer for us.
I then asked why this was happening with our charges across the board and with the fraud department that it makes it impossible to keep up with our home finances when our personal charges and even the company can't keep the dates right on their end. No explanation could be provided by the agent.
I'm frustrated that USAA can't even provide an explanation for how their system is recording transactions and order transactions. They seem clueless about how the system is processed and can not explain it to their customers. This is unacceptable behavior by a bank when it is their job to manage funds.
I have no next steps and I am at a complete loss.
|
| 10/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2023, I thought I purchased a maltipoo from a company/ family called The XXXX XXXX XXXX XXXX On XX/XX/XXXX I filed dispute charges because when I tried to gather flight information it was not provided so to protect myself I did filed dispute charges. USAA gathered more information and reversed the {$900.00} that I paid using through link sent called XXXX. I was asked to sent more information over such and a contract and anything related, I did that. Upon receiving another email requesting the same information, I uploaded the information again. On XX/XX/XXXX I seen an email about the {$900.00} being reversed due to me not sending in the requested documents. I told the agent I did and she advised that I upload them on the USAA Send Documents tab, I did that. Today on XX/XX/XXXX I seen my account was now - {$900.00}. I chatted in about it and was told the Dispute Team said the requested documents werent sent in. I requested to speak with a manager and was told a Resolution Team would reach out to me. Someone from the team called me today and did look over the documents and seen everything was sent that they requested. She also informed me that the team said the merchant did not match the payment method. I am not sure what that means but she said the team note that nothing in what I sent said anything about XXXX. I have nothing stating that name but I do have documentation about the agreed amount and the link that was sent to me, which is now showing expired. This was my first time hearing about the merchant and the XXXX not matching. They can see based on the information that I sent, which the Dispute Team deemed mostly irrelevant, that fraud was at play. As of now a request was put in for a member of the Dispute Team to contact me in 3-4 business days but as now theres nothing they can do I am told since the merchant and the XXXX arent matching.
|
| 06/22/2022 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
|
|
My son was in an XXXX accident in GA with my car, both were insured by XXXX XXXX Both cars were total losses, and mercifully there were no reported injuries. My son 's passenger worked for XXXX at the time, and my son offered to our insurance adjustor that he had volunteered to bring her to a grocery store. XXXX XXXX denied our claim, stating that my policy did not provide such coverage, and their payout was zero. We had to incur stiff towing and storage fees, that were also not covered, we also have not been able to replace our car.
USAA, the other driver 's insurance company, has hired XXXX XXXX to collect $ XXXX in subrogation costs that they paid out to her for her vehicle loss.
Because XXXX XXXX denied our claim, we are being harassed by XXXX XXXX who is claiming to be a law firm, and is in fact a debt collection agency. They have called us no less than 9 times, emailed us, and sent 2 sets of demanding letters in 3 weeks. They have threatened to have our licenses suspended by the state of South Carolina if this debt is not paid in a timely manner. Never did they mention, or does it state on their demand letters, that this claim could be disputed. With each call they ask if we are able to pay this large sum.
Although it is a hardship, we have spoken with a lawyer in order to dispute and potentially have this claim dismissed. We are not seeking litigation, and we do feel we are not being treated fairly or decently by XXXX XXXX. This has also negatively impacted my son 's condition of XXXX XXXX for which he is being treated. Our stress level is quite high at the prospect of a possible judgement against us, and having our licenses suspended.
We do not have the funds to pay this debt that we feel is not ours, and really do not have extra revenue for retaining legal counsel at this time.
Thank you for your time and the opportunity to state our case.
|
| 04/23/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
I responded to a 0 % introductory credit card offer by mail from U.S.A.A Credit Union and was approved and accepted the credit card. Then I called back to inquire about additional 0 % credit card offers. The representative advised that I qualify for another offer which i took advantage of that one as well. I was led to believe that this was another 0 % card offering. I received my statement for both cards then I noticed that one of the cards had an interest rate of 21.15 % and had fees due in the amount of {$140.00} for interest charges based on the account activity. I was shocked when I opened my statement and saw these charges. I immediately called the U.S.A.A to discuss this. The process of dealing with these type of concerns was extremely complex and confusing. I spoke with a number of managers including XXXX on XX/XX/2018, XXXX XXXX, XXXX a Sr. Bank Analyst in the executive resolution department. I spent hour after hour on the phone trying to get this issue resolved. I requested that the credit union provide proof to me that the 21.15 % interest rate was disclosed to me during the telephone application process, and if the call was recorded. I finally received a phone called from a technical writer within the credit union advising that there was not a record of the phone call in which the application was taken so therefore it is Not an error on their part. The technical writer in which I do not recall her name also stated that the interest rate would have been disclosed during the balance transfer online process. I advised that the balance transfer that took place on my account was initiated by a third party ( my wife ), therefore disclosures were not where her emphasis would have been, she was just following my instructions to initiate the transfers in which I had already advised her that it was a 0 % intro rate to my knowledge. The technical writer
|
| 09/11/2023 |
Yes |
- Money transfer, virtual currency, or money service
- International money transfer
|
|
|
Web |
|
|
following up for pervious complaint XXXX and XXXX I submitted this complaint on XX/XX/2023 to provide the XXXX message XXXX XXXX has sent to USAA bank regarding the fraud transactions XXXX However as of today USAA bank didn't response to XXXX XXXX via XXXX and not response to the case XXXX.
I've visited XXXX XXXX XXXX today to discuss with their fraud team. As of today, USAA still not responding to XXXX XXXX XXXX messages. I provided the pervious response ( CFPB complaint XXXX ) from USAA requesting XXXX XXXX to contact them via email or fax, XXXX XXXX XXXX XXXX can only communicate with other banks with XXXX XXXX message. They can not contact USAA bank via email nor fax because it's not regulated channel of communication. They reconfirm me, XXXX channel message is the only acceptable channel between banks regarding payment issue. Therefore USAA must response to XXXX XXXX via XXXX channel. If USAA needs any kind of agreement it's also on USAA bank to raise such request thro the XXXX channel. It's not possible for an individual like me to instruct a bank to issue hold harmless agreement to another bank. One more point XXXX XXXX point out to me, if the fund is still available ( as per to case XXXX USAA bank response XXXX they can not locate the account that I sent money to ) they should return the fund without asking for any " hold harmless agreement ''.
I demand USAA to response to XXXX XXXX via the XXXX channel to start the communication immediately. If USAA continue to ignore messages sent through regulated communication channel but asking for outside, unregulated communication, I'll escalate the complaint to Regulator via Federal Reserve to investigate on any non-compliance process within USAA, and I reserve the right to pursue legal action to claim any interest loss and phycological injury occurred during USAA bank delay in response of my case.
|
| 06/17/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
USAA forces consumers into their Pay-Ahead Program at the sole discretion of USAA. When I paid more than the minimum due USAA applied the overpayment to future minimum payments due, thus giving me a balance of {$0.00} on statements. No where on the statement does it indicate that the Pay-Ahead Program is applied or not. I called USAA to opt-out of the program and the representative said they weren't able to do so. I also tried to set-up automatic payments for the minimum due and was told that was also unavailable. The result is that if you overpay the minimum due then you will receive {$0.00} due statements for months which led me to believe it was part of the promotional program where 0 % APR until XX/XX/2021. I was enticed to believe my payments were {$0.00}. Furthermore, the overpayment wasn't applied to principal with an interest charge. I was not told I was in the Pay Ahead Program, I did not ask for it, and when I called the number to opt-out they couldn't do it. Below is language from the USAA agreement.
Pay-Ahead Program : The Minimum Payment as calculated above is your Regular Minimum Payment. If your Account is eligible for our Pay-Ahead Program and is in good standing, when you pay more than the Regular Minimum Payment, we may, at our option, permit you to skip some or all of your next two Regular Minimum Payments. When this occurs, we continue to calculate your Regular Minimum Payment, however the amount of the minimum payment due displayed on the first page of your bill, on usaa.com, and on our phone systems is reduced by the amount you may skip. The full Regular Minimum Payment amount is always shown in the Important Account Information section of your bill. Remember Finance Charges will continue to accrue in accordance with the Terms of this Agreement. You may opt out of the Pay-Ahead Program at any time by calling us at XXXX ( XXXX ).
|
| 04/01/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Changes in terms mid-deal or after closing
|
|
Web |
Servicemember |
|
I applied for auto loan with USAA in XX/XX/XXXX for a vehicle. Initial approval amount of {$40000.00} for new vehicle. I later decide on XXXX XXXX XXXX -used vehicle for the total amount of {$26000.00} on XX/XX/XXXX through XXXX XXXX XXXX XXXX XXXX Tx.
XXXX submitted the XXXX XXXX XXXX XXXX on XX/XX/XXXX to USAA bank, auto loan timely. Then on XX/XX/XXXX I was informed my loan was denied and I would have to apply for another without clear explainable reason why. Plus the rep stated she was coming on vacation XX/XX/XXXX with no regard to the financial burden on me.
XX/XX/XXXX I again communicated with USAA concerning new loan request. At that time Rep XXXX stated there was no reason why second was require until he reach out to another division in which was told documentation was not received timely. XXXX records documentation was forward on XX/XX/XXXX via fax and email directly. There seem to be a unprofessional and blatantly failure of accountability on USAA behalf. Which has caused a high interest rate, negative result on my credit rate and a monthly financial burden to my household. They failed to maintain integrity in the Truth in Lending Act under their policies and loan processing relating minority community /individuals overall. This has been ongoing nightmare causing financial struggle of additional cost the loan at {$190.00} more monthly on the second loan from the initial loan cost monthly over 72 months. I was constantly told unfortunately there was were no other resolution then the second loan application. This was intentional cover up on XXXX personnel failure to process my loan timely after signature date of XX/XX/XXXX on my behalf and XXXX. I would like resolution to go back to first loan terms as of XXXX the XXXX. Because they failed to deal in good faith and truth under disclosure of truth and lending after XX/XX/XXXX signature date.
|
| 04/06/2017 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
I had an auto loan that was disputed after a wreck due to multiple departments of USAA telling me different things. I had asked for GAP when I purchased the car but USAA informed me the box must have been unchecked and since I did not pay for GAP I had to satisfy the balance. This information of not having GAP insurance was not provided to me until months after totaling the vehicle. Until that time I asked if I needed to make a payment or wait for GAP to go into effect. I asked how long it would take and if there was anything else I needed to do, and was told multiple times that GAP can take awhile and the XXXX departments are not allowed to communicate with each other. Once I was informed I did not have GAP the claim went into dispute. USAA and I reached and agreement that once the outstanding balance was paid they would update my credit as my only concern was repairing my credit, because once I found out I did not have GAP my credit was already damaged. Below is part of the email sent on XX/XX/XXXX that outlined the outstanding balance and update to the credit bureau.
Per your request, I did reach out to the Member Debt Solutions department of USAA Federal Savings Bank. USAA individual from Member Debt Solutions ( name removed ) confirmed that an outstanding balance on the auto loan does remain. She advised that once the outstanding balance is resolved, they will update the credit bureau report.
This outstanding balance was satisfied on XX/XX/XXXX. A credit report was recently done as I am trying to buy a house. The full balance from USAA still shows as unpaid as of XX/XX/XXXX, I have contacted USAA who could tell me that the balance has been paid, but was unable to comment about why an outstanding balance for the auto loan is still showing up on my credit nearly three months later. I do not understand why this has not been resolved as we agreed.
|
| 04/06/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
My mortgage processor with USAA, XXXX XXXX XXXX emailed a completed VA form with my social security number, date of birth, full name and address prefilled on the form without any read protections or encryption since she felt it would be faster than using USAA 's encrypted banking website to send the form. USAA 's own internal company policy prohibits emailing of any mortgage forms because of the risk of identity theft ( as stated to me by another representative earlier in the mortgage process when I requested a loan pre-qualification letter ). Despite XXXX XXXX claims to the opposite, the email was not encrypted and she feigned ignorance of how encrypted emails work by stating that USAA 's networks are encrypted and thus all emails are as well. Her deliberate act to email a VA form with my personally identifiable information ( PII ) via an unsecure email without any document protections ( such as requiring a password to open the file ) has exposed me to the potential for identity theft now.
Beyond this issue, throughout the mortgage process USAA refused to honor my wishes to contact me by telephone instead of by email, causing delays in providing documentation. USAA also failed to explain the process in which mortgage officers are appointed and how you may not have the same officer if you have to cancel XXXX application and begin another. The quality of the mortgage officers varies widely with some apparently completely unable to read a customer profile ( I am not married, but XXXX XXXX insisted I was XXXX and asking to have a new officer assigned becomes an adversarial event between the customer and a manager. Management of these officers is similarly terrible with promises not being followed up on or even phone calls returned requesting help.
I do not intend on ever using USAA for future mortgages and I would not recommend them to anyone either.
|
| 09/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I made a purchase for XXXX wigs from XXXX for XXXX. On XX/XX/XXXX I received an email from the merchant that they did not have enough product & would refund in XXXX days. In XX/XX/XXXX I received another email that said it could take up to 30 days. On XX/XX/XXXX I filed a dispute with my bank USAA & gave the emails from the merchant. At that time I received a credit. I received an email on XX/XX/XXXX that said it was closed because more info was at said it was closed because more info was needed & the credit was reversed. A rereview was submitted that same day. I resubmitted the XXXX emails from the merchant again. The next day on XX/XX/XXXX I received another email stating that I resubmitted the same documents & there was no error found from the merchant. However, in both emails the merchant acknowledges that I would not receive what I ordered & to go through my bank to get my refund faster. On XX/XX/XXXX I called back again & spoke with a USAA manger who told me there is nothing more that I can do. I called back & spoke with another manager who told me that a dispute analyst would call me within XXXX business days. I received a call today, XX/XX/XXXX, at XXXX but could not hear anything. Once the voice did come through I was hung up on. Of any dispute that was ever placed on my behalf this has been the one time that Ive had a direct email from the merchant stating I would not receive what I bought & I do not understand why USAA would not handle this issue, especially when they state that they guarantee the return of money for their customers if defrauded. This is the XXXX time Ive gone through this was USAA & I refuse to allow this to happen again. I will be closing my account once I complete handling this issue. As a XXXXyear veteran of the XXXX XXXX I do not feel that my money or myself I Has been taken care of or handled with care.
|
| 08/04/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Company closed your account
|
|
Web |
Older American |
|
XXXX XXXX I called USAA Savings Bank for information on fraudulent activity on my bank accounts. I reported that I received calls and security codes on my phone from USAA. They stated that they made no calls and immediately closed my banking services and exercised their right to do any future banking with me.
I appealed several denials to investigate and restore my service. In one of the calls I made to USAA to find out what was going on, a banking representative stated that I was denied banking due to a report I made to them in XXXX stating that I had been defrauded in romance scam. I immediately appealed that this report was fraudulently made and authenticated by USAA who may have given access to the imposter to my account and banking profile. I asked for the date and transcript of the call and received no response. I did however transaction by transaction contest all unauthorized transactions made to my accounts. Within 7-10 days there was a statement from USAA making permanent credit reversal of most transactions. As far as I am aware USAA did not reverse an unauthorized transaction to my account made in XXXX on my ATM. I was not in XXXX, had possession of my ATM card and did not authorize the small purchase. It may be somehow due to USAAs compromise of my account, cards issued and profile in XXXX.
I was a 30 year banking client of USAA with a very good record. Today all my personal identity information except my passport have been compromised. I have taken all steps within my power to protect myself. Due to this situation, I will have to engage services to audit my credit and accounts for the rest of my life. I would like USAA to be transparent and held accountable for any breach they caused which has resulted in my identity theft, whatever is deemed appropriate.
Thank you for your time & effort. Please call or email for any questions.
XXXX
|
| 05/08/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
To whom it may concern : I am disputing a late payment that was reported by USAA Savings Bank back in XXXX -2016, Credit Card number : XXXX ( I believe the bill was for XXXX 2016 ). The reason for the dispute is because I did not receive a bill at the time when my credit card was charged due to moving in XXXX 2016 from XXXX XXXX XXXX XXXX , Texas XXXX to XXXX XXXX XXXX XXXX , Texas XXXX . Furthermore, when I finally received a bill forwarded from my old address in late XXXX -2016, I immediately notifi ed USAA of my new address where I then paid bill in full. I then escalated matter with USAAs management team where they updated my new address in their database. While speaking to a USAA manager, I then asked if they contact their credit cardholders when a bill is late and she advised they do not call cardholders for late payments. The manager explained that it was my responsibility to notify USAA when I moved and I advised that I just had moved and was going to notify USAA but was busy moving. Additionally, I told her that I did n't even know that I had a bill outstanding as the company that charged my card had my account number. It is also important to note that prior to this late payment being reported by USAA, my credit score was i n between XXXX , which is a perfec t credit score rating t hat has taken my entire life to earn for being a responsible person who pays their bills on time. Since then, my score has substantially dropped by over XXXX XXXX points due to USAA not notifying me of the past due bill. Enclosed, please find a copy of my lease from when my lease was executed in XX/XX/XXXX 2016. However, I did not move into my new address until late XX/XX/XXXX Any further questions, please feel free to give me a call. Yours truly, XXXX XXXX XXXX XXXX XXXX Email : XXXX XXXX XXXX
|
| 05/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Problem with a purchase or transfer
- Overcharged for a purchase or transfer you did make with the card
|
|
Web |
Servicemember |
|
The USAA FSB denied me a reasonable investigation of my dispute of an XXXX charge of {$110.00}. They claimed in their response that they did not receive my written statement. Indeed I wrote a statement on XXXX XX/XX/2020 and attempted to upload it via USAA websites Upload Documents feature. I am attaching my written statement submitted to USAA on XX/XX/2020 to this complaint. It is my understanding the upload of my written statement to USAA on XX/XX/2020 was successful.
The USAA in its response did not describe the circumstances of my dispute correctly and in sufficient detail. The USAA did not describe the cancellation of my original ticket by XXXX and the fact that I had to pay additional {$110.00} to book a new ticket under duress. I was in XXXX XXXX and my original ticket was cancelled without my consent. The CFPB and USAA FSB must understand that this is an unlawful and unfair practice.
I request that my complaint be reviewed by CFPB and USAA be sanctioned for the lack of a reasonable and fair investigation of my dispute v. XXXX charge of {$110.00} which was made under duress.
I also wrote complaints to USAA XXXX XXXX XXXX to which the USAA did not respond. If they did not receive my written statement through the upload feature of their website, they could have specifically let me know in a timely fashion. Now months later after I uploaded my written statement and supporting documentation it appears that the USAA does acknowledge receipt of other documents I submitted. One of them was a notice of cancellation of my original tickets.
I request the USAA be investigated and sanctioned for its conduct.
I request a review of my complaint by a CFPB supervisor.
The USAA now says that I used the ticket but they fail yo say that it was not the original ticket that was used and that I was forced to pay {$110.00} under duress to book a new ticket.
|
| 08/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
1. ) In XX/XX/XXXX in violation of fair credit billing laws USAA reversed the decision on a billing dispute made in my favor from XX/XX/XXXX-XX/XX/XXXX a year prior. 2. ) At that time I requested all documentation obtained during their investigation, and documentation used in making their decision. I have yet to receive any documentation for my USAA XXXX XXXX which had the largest discrepancies and errors. 3. ) I received billing statements for my two USAA XXXX Cards, none of these statements had any of the requested documentation relating to USAA 's investigation and decision to take adverse actions. 4. ) I still have not received a billing statements for my USAA XXXX XXXX and since USAA restricted my online access back in XX/XX/XXXX I have had no way of knowing what they are actually doing. I say this because USAA has failed to maintain open lines of communication or provide the requested documentation as required by law. 5. ) The timeline provided by regulation Z to finalize all billing disputes has already expired, as well as the timeline allowed for USAA to provide the requested documentation.
6. ) USAA might say they made several attempts to send me the documents. However in a discussion with XXXX from the collections department as of XX/XX/XXXX all my documents and communication with USAA was still set to be delivered online on USAA.com. Meaning, I was unable to access them due to USAA restricted my onilne account access in XX/XX/XXXX. Furthermore, I made repeated requests verbally and in writing for these documents and was assured by more than 10 agents I would receive them. To this day for the USAA XXXX XXXX I have not received any documents. And I have not received any requested documents for any of my affected accounts related to USAA 's investigation or offering a detailed explanation of their decision to take many adverse actions.
|
| 09/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
My wife and I are authorized users on my son 's and daughter 's checking and savings accounts, which are all at USAA. My son 's accounts experienced fraudulent activity beginning in XXXX. The criminals gained access to his account and multiple online charges were made. USAA investigated and determined they were fraudulent, but multiple calls were made to and from my son with us and USAA. One of the calls used the same authentication process that USAA always uses but it was criminals. They gained access to his credentials, made a {$25000.00} deposit to his savings account, transferred the funds to his checking account, and then requested an official check to someone in another state that created a negative balance. The fraud department communicated with my son and told him they would be closing his accounts once the investigation completed and his account balances were returned to their state before the fraud took place. Today, USAA withdrew all of the funds from my wife 's and my checking a savings accounts, my son 's checking and savings accounts, and my daughter 's checking and savings accounts. Approximately {$10000.00} was removed from our accounts today, meaning we have no money to pay remaining bills and purchase groceries or fuel for the month. XXXX of my children are college XXXX in other cities and now their accounts are also at {$0.00}. I spoke with a representative at the highest level at USAA Banking and she said that since my son was deceived by criminals posing as USAA and my wife is an authorized user on his account, they had the right to remove all funds from any other account where she is an authorized user. In addition to the funds USAA removed from these accounts today, they also never rectified the situation with my son 's savings account, meaning they didn't replace over {$5000.00} he had saved that was taken fraudulently.
|
| 04/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Older American, Servicemember |
|
I received a check from USAA in the amount of {$110.00}, dated XX/XX/2021 made out to the estate of my late husband for unused credit card rewards and interest. However this check was received 7 years and 10 months after the death of my husband. His estate was settled many years ago and there is no estate account, so the check could not be cashed. I contacted USAA via telephone and they advised me, they knew this was a problem, as most of the recipients had a loved one that had passed more than 8 years prior and they were sorry and working on a solution and I should call back in a week for an update. When I called a week later, they advised they were still working on a resolution and I should call back in another week. A week later I was then given another number to call XXXX. I called that number on XX/XX/2021 and they advised there was nothing they could do about the changing the payee of the check and it would remain made out to the estate of my late husband. They advised I should hire an estate attorney and open an estate account. When I said that would cost more than the value of the check of {$110.00} they said there was nothing they could do about it. I offered to send them a copy of my husband 's will, naming me sole heir, so they could make out the check to me, but they said that was unacceptable. When I asked to speak to a manager or supervisor, they refused to put me through, because I don't have an active account with them! When I asked how this could happen all these years after my husband 's death, they told me the funds were found during a department audit, however they could not explain why it took them over 8 years to conduct said audit. I told them it seems obvious that they do not want to pay these funds to the rightful heirs and sounds like fraud and theft. Anything you can do to help would be greatly appreciated. Thank you.
|
| 02/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX My CFPB complaint was that I believe USAA are criminals frauding consumers after they experience fraud. USAA HAS NOT RESPONDED other than deny any wrong doing claiming all credits are applied correctly WITHOUT ALLOWING CONSUMERS TO VIEW INTERNAL CREDITS & SEE WHAT BECOMES PERMANET CREDIT. They take advanage of those in bad situation. All USAA credits are temporary to begin and USAA coverts all fraud to disputes to create temporary credits internally that never become permanet. ALL USAA CREDITS ARE INTERNAL.I have never seen the permanet credit I was supposed to get letter XX/XX/XXXX documents. This letter, provided previously says Fraud credits for XX/XX/XXXX claim {$470.00} temporary credits HAVE BEEN MADE PERMANET but I am never alliwed to see these INTERNAL CALCULATIONS. There are NO PERMANET CREDITS I CAN SEE. It took USAA 10 months to complete this fraud in my favor. It was first converted into a dispute putting temp credits that BECAME CREDIT REVERSALS NEW PURCHASES. I called today, spoke to XXXX ASKED TO SEE MY INTERNAL CREDITS he says consumers are not privy to internal banking. Fraud Reported XX/XX/XXXX HAS NEVER GOTTEN PERMANET CREDITS BUT THOUSANDS OF DOLLARS OF CREDIT REVERSALS the temp credits created. How can USAA never allow me to view credits? How can they Not investigate fraud? XX/XX/XXXX fraud {$470.00} took til XX/XX/XXXX to complete this very first fraud that occurred on my account and this is just the beginning.This account was first used XX/XX/XXXX FRAUD IMMEADTELY OCCURRED. STILL NO RESOLVE but USAA SAYS ALL GOOD. USAA CAN NOT BE TRUSTED. They deny wrong doing after being fined MILLIONS. CLEARLY USAAs ATTITUDE OF ABOVE LAW DO NO WRONG HAS NOT CHANGED AND USAA CONTINUES WITH UNFAIR BUSINESS PRACTICES OR EVEN CRIMINAL ACTIVITY. Guess they are playing Follow the Country Leader. Fines do not stop them. What will?
|
| 05/16/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
We have a VA Guaranteed Mortgage loan with USAA since XXXX XXXX.
let me number the problems we had and still have with them : # We told USAA is the lender and servicer for loan. But every time we have to call USAA, they made us deal with 3th.parties ( their servicer ) # XXXX We got a call from USAA in order to refinance our mortgage for lover interest rate. We told it will reduce monthly payment. And no out of pocket expenses from us. We agreed so. At the end of process, we have to wrote a check for {$80.00}.
# We told " Mortgage insurance will finance with new loan ''. So we call them to make sure before we spend the refund mortgage insurance from old loan at XXXX time. Representative from USAA told us " Mortgage Insurance already build in to new loan ''. We spended the refund at XXXX time. Month later USAA turn around and ask us to make {$1500.00} Mortgage insurance payment. When we contacted them, USAA told us " There was a mistake or misunderstanding, We are sorry but You have to make the payment.
My question was " since when we start paying for banks mistakes? '' # last and current one is ; We got online and schedule first payment of new loan for the date We receive my pension. Which is XXXX of each month last 6 years for old loan and this loan. We schedule as it is for XXXX of every month. Servicer of USAA try to take funds before the first ( as it schedule ) and payment decline. They are asking me to pay $ XXXX-Bad Check Fee-. We made all our payments on XXXX of each month and there is no reason for available fun before then to make payment. Why we would try to make such thing as they claim.
Mistake of Usaa {$80.00} and {$20.00}, we would like it to refund and it is not fair to pay for {$1500.00} baking mistake and We have to pay for it. USAA did not build it in the loan, we told. And Usaa should pay for their own mistake, not us.
|
| 05/22/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
I have a joint youth checking account with my son. He was a victim of a scam. He was approached via XXXX by someone asking if he would like to make money. He sent them his debit card. The scammers then deposited a counterfeit check into his account and went on a shopping spree. The bank now states that we owe them $ XXXX. I do not feel that we should be held liable for the amount owed because we were victims of the scam. At no time during the history of the account has a deposit that larger ever been made, as well it was common for the bank to hold his actual deposits before releasing funds. I believe the bank should have noticed the large deposit and at the very least verified the check before releasing the funds. The counterfeit check was drawn on an account from the same bank. It was deposited in a state that has never bee associated with the account and all the charges were made in a state where the account had never been used. I also have an account with this bank and they have called me before when I was traveling to verify transactions. Why this was not done I can not say. My son is young and fell for a scam. He has learned his lesson but should not be held liable for the criminal activity of others.
I have included the last XXXX bank statements showing that this activity is completely out of the ordinary for this account. This account has never had a returned item, or a deposit over {$500.00}. The activity should have drawn a red flag as soon as the deposit was made. The fraudulent deposit was drawn on another customer from the same bank in the amount of $ XXXX. I would think the bank would not only verify the check with these customers, but also verify the deposit with us before releasing funds.
The loss is a result of the bank not having the proper security measures in place and or active. It is not a result of our negligence.
|
| 07/14/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
I worked with XXXX and XXXX with USAA to get a 30 year fixed rate mortgage. They were able to walk me through the process, but at the end charged me an additional {$760.00} to waive escrow even though I had conversations with both XXXX and XXXX both via email and phone that I did not wish to waive escrow upon finding that there was a fee to waive escrow. I was assured it would be taken care of by closing day, but it never was. On closing day they said they could " try '' to help me, but in doing so they would further delay the process, which could cost me the loan and I'd have to restart the entire process. They claim that I never told them anything about this, but I have a call recording from XX/XX/XXXX and an email from XX/XX/XXXX showing that I clearly did not wish to waive these fees.
I was also pushed into further debt by the recommendations from XXXX telling me that there was no way they could possibly close by XX/XX/XXXX and that I should secure another month in my rental home in Georgia as to not become homeless. I was then told by XXXX on a later date that I must move into the house on XX/XX/XXXX to secure the loan, putting me out by {$1300.00}.
My third complaint, which I was advised by my Agent is that they never told me how much closing costs were going to be. I called and left many voicemails and sent numerous emails and they kept stating they would let me know closer to time, but even as I sat at the closing table, I had not received any final word from USAA to tell me how much I needed for a downpayment, and I'm told that they must legally do so within 3 days of closing. While this didn't necessarily hurt me, there are many people that this would have caused significant hardships to - especially if the final price was higher than the estimated price.
Additional documentation and phones calls can be produced as needed.
|
| 09/21/2019 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
On XX/XX/2019 I became aware that I no longer had access to my USAA Savings account, which contains nearly all of my life savings outside of my XXXX, XXXX, and the nominal amount in my checking account. This was highly concerning and put me in a good deal of duress.
When I called the customer service line, at first they could not locate my account at all. After a period of time, I was informed that my savings account was a custodian account, technically a UTMA account created when I was a child, and due to a recent manual update, I no longer had the ability to view the account or make any actions related to this account. They informed me that this change occurs at the age of XXXX ; I am now XXXX XXXX XXXX and have had access to the account until XX/XX/2019. I received no notice in advance of this change, nor did my father, who they say is the custodian of the account and today still has control of the account. My understanding, after some research, is that I should have had full access to this account when I turned XXXX.
I was made aware of an internal memo related to this issue. I asked for a copy of this memo or any other written document related to this change in policy, and I was informed that they can not provide anything in writing. I asked for a copy of the recording of the conversation and they were unable to provide it. I received a call from USAA tonight, XX/XX/2019, informing me of the same.
This episode is very concerning to me. I contacted my father and he has transferred the funds to me in full, but I am not certain he had any obligation to do so, and I am worried that there are other XXXX-year-olds out there who have had their life 's savings taken from them without recourse. I do not understand how USAA could have concluded that an account I should have had sole control over when I turned XXXX was given to my father.
|
| 04/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I filed a dispute with USAA back in XX/XX/2021 for an issue when trying to have a vendor apply a credit for a purchase to a debit card. The debit card used for the purchase had been closed by USAA shortly after due to a notice of fraud attempt on the card. A new debit card was issued to me by USAA but the vendor had indicated they could only apply the credit to the card number used for the purchase.
I recently received notice that USAA is refusing to apply the outstanding {$48.00} credit to my new debit card that was issued to me by vendor, XXXX back in XX/XX/2021.
I have yet to receive a detailed, documented summary of the reason for the denial after requesting this in writing.
Just to be very clear, the dispute is not with the vendor it is with USAA. The vendor attempted to issue me the credit correctly but had to issue it to my closed debit card. So, it was the responsibility of USAA to then appropriately transfer/apply the credit to my new debit card issued by USAA, due to attempted fraud on the closed card.
The irony is that USAA apply the partial credit of XXXX to my account but said they had to further review the remaining amount of XXXX, which made no sense to me but I allowed them the ability to go through their review.
I provided USAA very thorough documentation of the purchases, credits, etc. and can not fathom why they are declining to issue me the remaining credit.
I am formally requesting a further review of my credit request by USAA - again the vendor issued the credit so it is up to USAA to properly transfer the credit to my new debit card via my checking account. Again, this dispute was not with the vendor but rather with USAA for failing to appropriately apply the remaining credit amount to my new debit card and hence existing checking account.
I am attaching copies of the credits issued by the vendor company.
|
| 02/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American |
|
I, XXXX XXXX XXXX, do swear under the penalty of perjury all I will say here is true and correct.
I am a victim of ID theft. I have been to the police and they caught the person who perpetrated the fraud acts named here. I opened a bank account at USAA, and have my indurances there also. My bank account was hijacked by a fraudster. He had my personal info, cloned my phone number, and illegally gained access to my bank account at USAA. He opened a few other bank accounts at XXXX, XXXX XXXX, XXXX, and others. He was able to get those accounts linked to my USAA account by adding the amounts of the micro-deposits into the USAA account. I could not see these added accounts because I never opened the transfer part of my USAA account. When the fraudster made the transfers out of my USAA account to the fraud external accounts, he got the monies out of the external accounts and this caused a negative balance in my USAA account. When I discovered this negative balance in XXXX of 2021, I called USAA and made them aware of what happened, in XXXX of 2021. I went to the police and told them what happened, they at first felt I had used an alias and it was myself who did these fraudulent acts. They caught the perpetrator and took his fingerprints, and gave him a bond thinking it was me using that alias as my SS # is active. The police took my fingerprints and compared mine with the caught perpetrator. My prints did not match his. I was cleared. USAA has the certified police report notarized, and they refuse to remove their wrongful reporting of these fraud acts from XXXX XXXX cra. I have complained dozens of times and the CEO office appoints new people to my case and each of the 4 people refuse to return calls to me. It is infuriating to be ignored like this and harmed by USAA refusing to obey the law and removing their illegal reporting from XXXX XXXX
|
| 12/13/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Hi, I am writing the CFPB to report an incident with USAA in regards to unfair and deceptive acts and practices ( UDAAP ) & the Electronic Funds Transfer Act ( EFTA ). The problem is that USAA misrepresented the available funds in my checking account thus deceiving me into making a payment that was later reordered to appear overdrawn on the account. I am providing a summary of events as follows. I logged in to my USAA checking account at approximately XXXX XXXX CT on XX/XX/2018. I observed an available balance of {$200.00}. I used this information to make a payment of {$200.00} from my USAA checking account to my USAA credit card at XXXX XXXX. I also tested out transferring funds from an external account. Upon review of my checking account, USAA changed the order of deposits and placed the credit card payment ahead of the reported account balance, resulting in an overdrawn balance. I contacted USAA chat to confirm that this must have been an error on USAA 's part. The chat representative ( chat rep ) claimed initially that my balance was never {$200.00}, then later claimed that the deposit arrived after I made the payment & a transfer. I continued to share details & times of the transactions. The chat rep continued to deny. I explained that I would have to escalate the issue to a regulatory complaint. The chat rep continued thinking I was doing this because of " feelings. '' I reminded the chat rep that the chat provided evidence that USAA appeared to using UDAAP to create the appearance of an overdrawn account & refused to correct the problem. The chat rep claimed they would file a complaint on my behalf. I explained to the chat rep again that USAA 's actions would be different from the regulatory complaint I planned to file. Please let me know when USAA can correct reordering payments and deposits. Thank you for your time, XXXX XXXX
|
| 12/07/2016 |
Yes |
- Mortgage
- Home equity loan or line of credit
|
- Loan modification,collection,foreclosure
|
|
Web |
|
|
In XXXX XXXX I was no longer able to pay for my mortgages on my vacant house in XXXX, New Mexico. This house had two mortgages : the first with XXXX, the second with USAA. I attempted a short sale on the house and was unable to sell it. I filed for a Deed In Lieu of Foreclosure, which XXXX granted, provided I clear the lien with USAA.
After negotiations, on XXXX XXXX XXXX USAA issued a Settlement Agreement to me, stating that USAA would accept {$14000.00} for full settlement of the loan, with me paying {$8000.00} and XXXX paying the remaining {$6000.00}. On XXXX XXXX XXXX I paid to USAA {$8000.00} and USAA issued a new Settlement Agreement for {$6000.00}, which must be received by XXXX XXXX XXXX. I signed this agreement and USAA acknowledged that it received the signed copy.
On XXXX XXXX XXXX USAA exercised a right to offset against one of my accounts in the amount of {$1700.00} to pay toward the subject loan. This transaction is contrary to the Settlement Agreement that USAA and I have in place and is not only contrary to my wishes to maintain good and honorable relations with USAA, but is also fraudulent.
I contacted USAA 's banking, fraud, loan, and identity theft departments on XXXX XXXX XXXX. Of all the people I spoke with, nobody was able to tell me why the {$1700.00} was withdrawn from my account or where it had gone. I was promised a call the next day, but nobody called. I then contacted USAA 's Member Assistance Team ( that arranged for the Settlement Agreement ) on XXXX XXXX XXXX. They said only the debt collection department could have exercised the right to offset and transferred me there. The debt collection department said they could n't have done it, because my loan was held by the Member Assistance Team. I was told that an email was sent to the executives of the Member Assistance Team and that I would be contacted.
|
| 08/05/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
Servicemember |
|
I received an email from USAA that if I did not use my credit card, which I have not used in three years, they would close my account. My understanding is that a closed credit card account will reduce my credit score which, at that time, was over 800. For that reason, I spent approximately {$5.00} on the account to keep the account open.
USAA, unlike every other credit card I own, never sent me a notification that my bill was due and then past due. While it is not their responsibility for me to pay my bills on time, I have 18 years of perfect credit history overall and 11 years with them, including car insurance always paid in full and on time.
Nevertheless, they submitted this {$5.00} charge late. Notably, I have a little over {$7.00} in rewards that would have covered it as well as money in both my savings and checking account that would have covered it. Yet, they reported this {$5.00} charge as late. I was only notified by my credit reporting agency when my score dropped 70-86 points ( depending on the credit agency ).
I immediately sent a letter to USAA asking them to remove it. While the information is correct, the consequences do not reflect my credit history with them or with any other company. Furthermore, I anticipate that the reporting is automatic and was hoping to get a human to review the account and see how unnecessary it was to report because there were at least 3 different way ( rewards, checking, and savings ) that the card could have been paid. They denied my request so I called and again my request to remove the information from my credit report was denied.
While the information is correct, it is an inaccurate reflection of my credit history and the consequences are also not commensurate with my credit history. Therefore, I am hoping to get someone to look at my account to recognize that it should be removed.
|
| 04/19/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
My complaint is that I had no way to cancel the annual renewal with XXXX XXXX by phone or online. I did attempt to cancel timely, but I wasnt able to reach the vendor in a reasonable manner. XXXX XXXX phone number on the credit card statement was only a recording referring you to go online. Then online you must have a login with user name and password. I dont have the user name and password and the email account it was under does not exist anymore. No other method is provided. I then called USAA to dispute in XXXX. I called back USAA in late XXXX XXXX to follow up, but no dispute was done. It's an unknown reason why the dispute wasn't started in XXXX. USAA asked me to upload a letter online explaining what happened which I did. I just found out today XX/XX/XXXX that you don't receive my letter upload explaining what happened. USAA denies my dispute.
USAA is not able to help or answer the questions : How would I have canceled this service with a phone number that leads to a recording?
How can I cancel the service now?
Can USAA confirm this account is canceled and no longer active? Obviously, I have no way to contact XXXX XXXX.
backstory : I had my office assistant order XXXX XXXX back in XX/XX/XXXX. We used the service only in early XXXX. I wasn't aware it renews annually.
My office assistant XXXX XXXX left the company in XX/XX/XXXX. Her email is no longer active. I don't have the password to login XXXX XXXX. I was unaware the account auto-renews annually. I have no way to log in and use the account. I want to cancel it!
I saw this annual renewal charge on my XXXX USAA statement XXXX. I called XXXX XXXX to cancel and get a refund. The XXXX XXXX phone number was a recording to go online. So I tried to go online at XXXX XXXX, but I could not log in, and there was no other way to communicate with XXXX XXXX online unless you login.
|
| 09/06/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I had set up a transfer of funds from my account at XXXX XXXX XXXX XXXX into my checking account at USAA Bank. The transfer was done through XXXX on XXXX XX/XX/2019 via electronic Check Transfer in the amount of {$220.00}. The money was in fact sent by XXXX XXXX XXXX XXXX and received by USAA Bank on XXXX XX/XX/2019 with the Check Clearing and the funds debited from my XXXX account on the XXXX of XXXX. ( See Canceled Check ). My USAA account was never credited with the transferred funds. I called USAA Bank 4 times. XX/XX/XXXX, XXXX, XXXX and XXXX. They first claimed the check never arrived. I had previously received and uploaded a copy of the cancelled check to the USAA Web site. USAA told me they couldn't see the uploaded Check. The 2nd time I called they claimed the transaction was rejected and they check was never cashed. I Emailed XXXX XXXX XXXX XXXX that night who responded and verified the bill pay transaction. XXXX confirmed to me the check was sent/transferred and cashed by USAA. The 3rd time I called USAA once again were back telling me they never received the check transfer on the XXXX of XXXX. The 4th and last time I called I had previously asked for and received assistance from XXXX XXXX XXXX XXXX and XXXX. I was actually on the Phone with a representative from XXXX XXXX XXXX XXXX and XXXX XXXX when I called USAA Bank. The USAA Customer Service Supervisor said they were able to see the check but could not validate it was cashed. Argued with the XXXX XXXX representative on the Phone and refused / would not credit my USAA Checking account. USAA stated they would have to call me back within 3 business Days while they further looked into the matter. USAA never contacted me by mail nor called me nor have they credited my checking account as of today, XXXX XXXX, a full 30 days after the check transfer was received and cashed.
|
| 12/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XXXX XXXX there were fraudulent charges made towards my debit card which my account is held by USAA. On XXXX XX/XX/2018 I attempted to log into my account to find that my account had been restricted due to possible fraud action. After speaking with a representative, they reversed the XXXX charges that were made on my card in California and Alabama ( I currently work in XXXX ) were reimbursed. I followed all instructions regarding canceling my debit, changing all personal information to include my passwords within the website. On XXXX XXXX my USAA credit card was then compromised, USAA assisted in facilitating the fraudster with accessing all my personal information regarding my account. This person was then allowed to access my account and change all my passwords, emails, phone numbers and so on. The person that got into my account was also then released the information to my external accounts allowing them the access to the basic information to my external account. They proceeded to transfer and over drawl my external account of {$5000.00}, since it was a safe account there were no red flags for this movement of money that wasnt event available. The person conducting this fraud mischief they paid my credit card then started making large purchases, now these purchases were being made when I was on the phone with representatives that told me that they seen the charges happening and were going to stop them, yet they were still processed. I had to take emergency leave to come home and try to rectify this situation and here I am on XXXX XX/XX/2018 with an account that is in the negative and due to the negligence and lack of work ethic I am unable to pay my bills or even purchase groceries for my family. I request that someone please follows up with my wife or I to provide further detail as we need assistance in getting this rectified.
|
| 03/07/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
XXXX XXXX requested closure of account at USSA for the third time. I tried transferring the funds to a retirement account/new banking account wire transfer and XXXX to keep misappropriation of funds transactions occurring to XXXX. The calls were long and repetitive. Upon making the transfers out of the account the funds were rerouted back to the USAA account where other unauthorized ACH transfers occurred resulting in NSF fees. I did not make the transfers. USAA was investigating bill which I had paid and not the issue of rerouted funds and they do not respond to their XXXX email. There was no answer as to how or why there were misappropriated funds to another bank account. They just stated they recovered it and still refuse to close the account. Their reason is there must be a 24 hour period of no transactions to close the account. There are unauthorized transactions, I have no control. I have had more issues with USAA representatives, ongoing. Question of quality and standards of the security. At times as strict and on cue as I wish for it to be and then one day, a representative will help me with auto and checking and give me a new pin to reset my pin. I once told a rep someone has to be changing my pin and password to access accounts. I closed out a life insurance policy of 13 years for XXXX due to the fact I wanted to leave USAA completely with the thought someone had been accessing my personal information. Once a representative thanked me for being a member for 22 years, how long I was married, recently divorced. I have only been a USAA member for 18 years at best at the time she mentioned it which raised so many red flags. I have tried to bring clarity and let the representatives know to stay on top of the process. I had been going without a pin for so long until I changed wireless service recently. Thank you for your review.
|
| 10/20/2020 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
|
|
USAA DISPUTES XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Dispute XXXX : Policy reinstated due to non-cancellation-XXXX USAA On XX/XX/XXXX, I called to inquire about extending my due date for my policy that I have had for over 20 YEARS. I was told that the due date was XX/XX/XXXX. I wrote this in my calendar. I paid the premium of {$670.00} by XX/XX/XXXX. The reason is was late in the first place was because you were not mailing statements in a timely manner. I have been a customer for almost 20 years with excellent payment history. The statements were LOST in the mail and I never received any correspondence about any of this.
I called on XX/XX/XXXX, I was told to have the payment in by the XX/XX/XXXX.
USAA then went ahead and cancelled my 20 year old policy and upped the premium by {$3000.00} despite the fact that I was NOT late on the final payment. XXXX did not occur. My policy DID not cancel due to missed payments as I was following the recommendation of the agent who told me that there was a 10 day grace period or due date of XX/XX/XXXX which I met.
USAA went ahead and Cancelled my policy when they TOLD me I had until XX/XX/XXXX and told me there was a grace period. I did as I was advised and found out USAA went ahead and cancelled my policy and increased my premium anyway!
Listen to all the recordings and revert the policy back to what is was originally with no lapse in coverage. I was TOLD the due date was XX/XX/XXXX.
I REQUEST my policy TO BE reinstated to what it was prior to USAAs mistake. I spoke with : XXXX Employee # XXXX Who also can confirm the conversation and confirm the recordings and the agent who told me I was still within the window of my current policy.
My policy did not lapse so I would like my policy reinstated as it was prior to your mail mishap.
CEO email : XXXX XXXX
|
| 03/22/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
XX/XX/XXXX USAA CFPB RESPONSE XXXX XXXX CONFIRMS FALSE ALLEGATIONS. USAA FABROCATED FRAUD REPORTS I DID XXXX NOT REPORT AS FRAUD. XXXX USAA FRAUDULENTLY REPORTS FRAUD REPORTS CONSUMERS NEVER SUBMITTED. USAA XX/XX/XXXX TRYING TO COLLECT ON ID THEFT case XXXX CONFIRMS FRAUD REPORTED BY ME BEING XX/XX/XXXX {$470.00} ( PLUS XX/XX/XXXX - XX/XX/XXXX {$180.00} THEN {$59.00} THEN XX/XX/XXXX {$230.00} ) ** KINDLY NOTE THESE ARE INCLUDED IN THE {$470.00} I REPORTED FRAUD XX/XX/XXXX. USAA CAN VIEW THEM ON STATEMENT ATTATCHED XX/XX/XXXX. USAA TRIES TO COLLECT?? KINDLY NOTE** see attatched XX/XX/XXXX STATEMENT ** KINDLY NOTE XX/XX/XXXX STATEMENT WRITTEN DOCUMENTATION USAA PROVIDED NO CREDITS * USAA CONFIRMS DOUBLE FRAUD REPORTED BY ME.?? NOT TRUE. FALSE ALLEGATIONS KINDLY NOTE USAA YOUR {$180.00} + YOUR {$59.00} + YOUR {$230.00} FAKE FRAUD REPORTS TOTAL TO THE PENNY THE {$470.00} I DID REPORT AS FRAUD!! AND KINDLY NOTE USAA XXXX HAS NEVER RESOLVED THIS FRAUD** CLAIM I REPORTED FRAUD {$470.00} XX/XX/XXXX XXXX NO USAA CREDITS WERE EVER GIVEN see Statement XX/XX/XXXX. THERE ARE NO USAA CREDITS. USAA COLLECTS ON ID THEFT USAA DOES NOT RESOLVE FRAUD. ** FABROCATES FRAUD REPORTS USAA REPORTS ** FALSE CREDIT INFORMATION DESTROYING CONSUMERS CREDIT SLADERING MY NAME THAT I REPORTED FRAUDULENT FRAUD REPORTS I DID NOT REPORT. see attatched FRAUD LETTER XX/XX/XXXX it took from XX/XX/XXXX to XX/XX/XXXX to complete this fraud investigation ( 10 ) MONTHS?? AND ** THERE ARE NO TEMPORARY CREDITS TO MAKE PERMANET!!!. XXXXTHIS CONSUMER HAS BEEN HELD LIABLE FOR AND COLLECTED ON FOR ID THEFT FRAUD OF XX/XX/XXXX USAA ACCUSED ME OF REPORTING FRAUD ON RETURNED ITEM XXXX XXXX OF {$120.00} TO SLADER MY NAME REPORTING ME AS CRIMINAL DENYING MY LEGITIMATE FRAUD CLAIM ** LOOK HOW MANY CFPB COMPLAINTS REPORTED AND STILL TWO YEARS LATER. STILL NO RESOLVE????? USAA OWES ME.
|
| 05/16/2022 |
Yes |
- Debt collection
- Other debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
On XX/XX/XXXX, my spouse and I certified mailed a proof of mailing and information request to USAA FEDERAL SAVINGS BANK. The communication was received on XX/XX/XXXX. Attached is the communication and proof of delivery.
The communication simply requested information in regards to a consumer credit transaction that we entered into with USAA FEDERAL SAVINGS BANK on or around XX/XX/XXXX with the account # : XXXX. We requested to see a copy of the consumer credit contract, copy of the arbitration agreement if any, copy of any other documents on file bearing our signatures, the accounting for the account reflecting payments, credits and adjustments, and a clarifying statement of USAA FEDERAL SAVINGS BANKs role in this transaction.
It has been over a month and we have yet to receive any information in regards to this request for information. It is our belief that USAA FEDERAL SAVINGS BANK does not have the original contract that bears our wet signatures. Therefore we would have no alleged obligation to pay an alleged debt owed to USAA FEDERAL SAVINGS BANK as there is no evidence of indebtedness.
We also believe that the consumer credit contract is an instrument which evidences or embodies a debt. Our indorsement on the consumer credit contract is evidence of a debt. The consumer credit contract is a financial asset because the contract is an instrument that conveys to one entity a contractual right to receive cash or another financial instrument from another entity. We gave USAA FEDERAL SAVINGS BANK a financial asset that the INTERNAL REVENUE SERVICE ( IRS ) deems as payment. Therefore, our indorsement on the consumer credit contract fulfilled our legal obligation to pay. Lack of proper and full disclosures led us to improperly transfer funds electronically using our personal debit information that has caused us financial injury.
|
| 10/05/2018 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
To whom it may concern On XX/XX/XXXX, I submitted a dispute to USAA, dispute # XXXX. I requested to have my funds recovered due to The XXXX XXXX XXXX not rendering services after receiving payment from me.
There were two charges made to my USAA account to Attorney XXXX XXXX XXXX : XX/XX/XXXX for {$100.00} XX/XX/XXXX for {$100.00} USAA reversed the credit owed to my account in error. Whoever handled my case did not thoroughly investigate. I wished they would have waited for my response.
Please see attached receipts paying XXXX XXXX and email sent from USAA regarding credit was to be reverse or debited from my account on XX/XX/XXXX.
On XXXX, XXXX, XXXX I fired Attorney XXXX XXXX XXXX for lying, not communicating, failure to show up to court, and stealing money from clients without rendering services as requested causing more issues I later had to fix myself. There is an official court record stating I no longer want XXXX XXXX to represent me. This means he has no legal right to work for me or handle any legal matters on my behalf. See attach court document.
I myself conducted my own thorough investigation and submitted documents to the State Bar of Texas. I also handled all of my legal matters that the XXXX XXXX firm did not handle or had no legal right to handle on/after date XX/XX/XXXX per court document I submitted to the judge. This also cost me additional court expenses.
The State Bar of Texas found XXXX XXXX guilty. See attach letter received.
Because XXXX XXXX has contacted me numerous of times demanding for more money via email.
XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I am requesting for a reconsideration of my dispute case. Please see attach emails received from XXXX XXXX. I am unable to open the invoice attach due to the attachment stating its not safe to open but will be happy to forward these emails upon request.
|
| 10/11/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
XX/XX/2019 I have been a customer of USAA for over 11 years with a perfectly clean credit record and no insurance claims. On XX/XX/XXXX and again on XX/XX/2019 my home was broken into and my credit card stolen. Around midnight on both those days, the card was fraudulently used by the thief at a XXXX XXXX located nearby in the amounts of $ XXXX XXXX a total of 3 such charges for gift cards and another of $ XXXX for bicycle parts ). When I discovered and reported the theft to USAA on those 2 occasions they reissued a new card indicating that they would remove the charge from my account while investigating the fraud. In the meantime we received a fraud report from the local police department together with a still image of the theft using the card at the exact time stamp on our statement. We uploaded those documents as requested to USAA. Soon after the fraudulent amounts were reinstated on my account and when I called the customer service department was told that my claim had been denied. I was also told that they could not see the police report and that they would resubmit the claim. During these 7 months I have spent over 20 hours on the phone with USAA to try and talk to their fraud department and understand why their zero customer liability on unauthorized use of a credit card does not apply to me. The company puts a firewall around its fraud department and makes it impossible for customers to talk to members of their team. Moreover, promises to respond to my telephone inquiries by email are not kept and I am sent into a circle of unresponsive resolution. I am asking for the CFPB to help me understand what additional information USAA needs from me to fulfill the obligation of their terms and conditions regarding zero liability and perhaps use your leverage to stop this abuse of the veterans who are its bread and butter customers
|
| 12/23/2022 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
|
|
Web |
Servicemember |
|
Today I was denied a personal line of credit with USAA. Im XXXX XXXX and have been for 5 years. I also receive a XXXX check from the VA thats deposit into my USAA account for 8 years. I submitted my VA eligibility paperwork for income and 2 tax years of my income with my XXXX XXXX I was told by the USAA rep. XXXX that my income paperwork couldnt be valid. I questioned what he was saying because he sound very arrogant and rude on the things he said to me. I filed my XXXX as my name only as a sole proprietor since Im single member LLC and XXXX I added a business name on my Schedule C and schedule F. I opened a second business in XXXX and was separating my business losses and income from each business separately which is why XXXX had 2 business names. I explained this to USAA and informed them I have the exact same business for 5 years, same field of work and I can also provide 1099 and bank acct statements from my business acct. with XXXX per their website. They refused to take them and denied my loan for not able to verify my income saying my business name had to be the same for 2 years although its the same field of work. They couldnt provide me where it shows that on their list of rules since I didnt see that on the website.I told the rep that I feel discriminated against being a XXXX Women thats gross 7 figures because XXXX immediately switched his tone and became very rude and unpleasant when he seen how much I gross on my paperwork. My credit is good and now I have a hard pull on my credit report that I worked hard to maintain. The hard pull will cause my credit rating to drop when in fact I qualify for that loan and way more. I been with USAA for 10 years, have XXXX XXXX dollars worth of whole life insurance, car insurance for 4 vehicles worth over XXXX, home insurance on my XXXX house, and 3 accounts with no issues ever.
|
| 01/20/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
Hello, my car loan with Usaa federal savings bank and always paid on time. I had autopay they cancelled due to system issue and set me up for different type of payment withdrawals by phone in XXXX for payment to be withdrawn monthly with my authorization they told me and will turn autopay back on when their system fixed. Now i received bank statements that payment for XX/XX/2022 was not withdrawn i called usaa since not heard from them at all. They said not sure what happened but yes we had you setup for payment to be withdrawn but until XXXX not XXXX. They did NOT do their part when i signed up for loan they told me USAA will do 15days CALL follow up if payment not received 15days after the Due date and second follow up will be done by phone from them 30days after the due date. Now follow up done and I was not informed auto pay not fixed and payment setup was not completed. They reported me for being late over 30days when I was NEVER noticed by phone 15days or 30days after payment due. They did not do their part and what promised to me. I had no idea my payment was due and not setup by them as promised to me by the representative that spoke to me in XXXX now ruining my credit which is always been excellent refuse to listen to the issue and accept their mistake and remove this late payment from my credit report. Please assist me! I am disputing late payment from USAA when this company did not inform me payment not setup not received and due. I always pay everything on time as my payment history shows. They admitted that they did not follow up with me by phone 15days/30days after the payment was due but refuse to remove this from my credit report. Dealing with death of loveone in XXXX was not enough now having deal with USAA not doing their job and failing to do call customer for 15days & 30days follow up notice on due payments
|
| 06/30/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
USAA sent me a letter dated X/XX/2016 stating they received a response to a billing dispute for a charge from XXXX XXXX for {$430.00} which they stated was a valid transaction based off documentation received from XXXX XXXX. This transaction is being used to deem a larger credit card fraud claim my responsibility as well. The problem with this response from USAA shows they did not accurately investigate the billing dispute. They must have not even looked at the reply from XXXX XXXX or they would have spotted the immediate errors : * Dispute was for XXXX, documents received show two charges for {$74.00} and {$120.00}. These do not add up to the amount being disputed which was a single charge and not two charged. * The documentation received was from XXXX not XXXX XXXXy * The documentation showed receipts for a sale which took place in Florida * The documentation states the bill was for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL * The receipts show a card swiped with a different # and being issued to XXXX XXXX XXXX not me. * The signature in no way resembles the one they have on file for me * The supplied Tracking numbers should have shown this merchandise was never intended for or sent to me. Despite the overwhelming evidence this charge was not performed by me or even mine, USAA held me responsible for it saying they investigated it fully. This charge is now being used in a credit card fraud billing dispute USAA decided to reverse a year later in violation of the consumer protection time frame to finalize billing dispute. USAA states their investigation showed I was responsible. One of the reasons being I have a XXXX XXXX rewards number. I 'm unsure what that has to do with it, seeing as this charge obviously was not mine. Having a Rewards Number does not automatically make me responsible for any charge from XXXX XXXX.
|
| 05/24/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
My complaint is with USAA Banking. I needed to change my checking account statement date to either the end of the month or the beginning of the month, versus the middle of the month where it currently is at now, for accounting purposes. This doesn't seem like a tall order, nor worthy of the insane effort I've had to put forth to get to this point, but alas here we are. I made the first of several phone calls back in XXXX of XXXX. Most representatives tried to change the statement date but were unsuccessful not offering any other solution to the problem. Twice I was told it was changed but would need to wait until the next month 's billing cycle to take effect. The next month came and it did not change. Finally one representative said he'd been hearing about the problem and would submit an incident ticket number in XXXX of XXXX. I never heard back. I tried a chat and then was told on the phone that this was closed as they tried to reach out by email ( I have no email record of this reach out and I receive and download all my billing statements via email from USAA so not sure how that got missed, and no voicemails either ). I am now being told as of XX/XX/XXXX that my statement date CAN NOT be changed per a new policy. So if my issue had been addressed in a timely manner by competent representatives, this change would have been able to be made BEFORE this policy took effect. The very fact that I can not get this changed now at all is unacceptable, this should NOT be a policy, but the fact that it could have taken place 5 months ago prior to enacting the policy, is utterly infuriating. I have been with USAA banking for 19 years. I am now seriously considering leaving this bank as this is not the first problem I've had with them over the past few years. I don't know what is happening with this company but it is feeling not good.
|
| 04/27/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
Previous lender ( XXXX ) offered mortgage rate reduction service for a fee % of outstanding balance with a maximum of {$1500.00}. I wanted to open my new mortgage with USAA because I liked them for banking however I would only switch if this service were offered. When I started the process of buying a new house this summer I confirmed with my USAA processor that USAA offered a similar service to that of my previous lender. Because of this I opened a loan with USAAIn XXXX of XX/XX/2014 seeing that rates dropped I contacted USAA mortgage department to reduce my rate. XXXX XXXX said that this was not a service which USAA offers but they could handle it through the loss mitigation department. I talked to several people in the loss mitigation department because I thought this was the wrong department. Every person I talked to said that loss mitigation was the correct department, even though I was not at risk of defaulting. They said I just had to fill out the paperwork and jump through the hoops and I would be able to reduce my rate. After submitting all the paperwork, on the final step of my processing, my loss mitigation processor XXXX told me that a loss mitigation was the incorrect service for my situation. He sent me to XXXX XXXX who I talked with and we decided the best solution would be for me to do a mortgage refinance and have USAA cover/offset some of the costs. I was forwarded to XXXX XXXX, of USAA Mortgage to handle this, who then sent me back to loss mitigation who then sent me back to XXXX at USAA Mortgage. Each department will not handle my rate reduction and says the other department is responsible. They will just send me back and forth with no resolution.
This is very unethical because I was offered and purchased a service ( mortgage rate reduction for & lt ; {$1500.00} ) which USAA will now not provide. = XXXX
|
| 05/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
XX/XX/2022 our son ( we the parents are joint account owners, due to his XXXX ) called USAA to tell them he was getting scammed. His checking balance was {$580.00} at the time, but two deposits of {$5000.00} were made to his checking from a 2nd account that had been set up in our son 's name, without our son 's knowledge. Our son 's call was due to an alert from USAA of unusual activity. The USAA representative, XXXX, spoke for 3 hours with our son telling our son that this happens all the time and that he would take care of it -- our son asked USAA to stop it and send back the money that wasn't his. However, instead of closing the account, supposedly a 3-day hold was applied, but the defrauder/scammer was able to withdraw two {$5000.00} amounts ( transferred to a 3rd account set up in our son 's name, unknown to our son ). A 3rd deposit of {$5000.00} was also made to this checking account from the 2nd account. When we saw on XXXX XXXX that two overdraft protections were taken from our USAA VISA ( {$4500.00} and {$5000.00} ), we called and spoke for 3+ hours to USAA XXXX who agreed to refund 3 return funds charges ( of {$5.00} ea. ) that occurred when USAA sent back the 3 ea. {$5000.00}. But the return of funds caused the {$9500.00} overdraft on the VISA due to the withdrawals that totalled {$10000.00}. After many long phone calls, USAA finally 'investigated ' abt XXXX XXXX, but determined our son was at fault, and have not taken responsibility for not helping him. We filed a police report with XXXX XXXX XXXX, which investigation is still open. The PD understands this is fraud committed against a person with a XXXX. We have refused to pay off the VISA until this is properly resolved, and USAA has added over {$700.00} of fees/interest, and issued collections notices, and caused the father 's credit score to drop XXXX points.
|
| 01/11/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem while selling or giving up the vehicle
|
|
Web |
Servicemember |
|
XXXX XXXX-I attempted to sale my vehicle. Its XXXX XXXX XXXX. I was informed at that time that my title was reading within mechanical limits which depreciates the value over $ XXXX. The dealership refused the purchase it at a fair market price. I then attempted to resolve this issue with the DMV, Tag & Title office located in XXXX GA, XXXX XXXX. The supervisor informed me that the clerk input my information in the computer incorrectly due to a computer system upgrade & that this matter couldnt be resolved without the original title. She asked me to contact my lein holder which is USAA. I contacted USAA and they stated that they received an electronic title, not the original. USAA attempted to retrieve the original title 3 times since XX/XX/XXXX and never received it. Ive contacted both the DMV/Tag & Title Office manager several times about this matter and they have told me that they do not have the original title to make the corrections so I can sale the vehicle at a fair market price. I then contacted XXXX in XXXX Ga where I originally purchased the vehicle for a copy of my agreement, since I feel like they have violated my consumer rights as well by not disclosing all pertinent information related to the vehicle upon purchasing. The items of speaking of include the incorrect odometer reading & auction purchase. It has been six months that myself and my lien holder has tried to resolve this matter with no help. This failure on the Tag, Title & DMV office in XXXX GA, XXXX XXXX and the XXXX Dealership in XXXX GA has costed me over {$900.00} a month in fees. Their lack of compassion and blatant disregard for my rights has caused hardship on me and my family. As an Active Duty Military Member for the past 17 years I have never been treated so unfairly or violated. Please investigate and help me resolve this issue immediately.
|
| 07/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
XXXX Identifying transactions on periodic statements.States The creditor shall identify credit transactions on or with the first periodic statement that reflects the transaction by furnishing the following information, as applicable : The creditor must disclose the amount and date of the transaction, and either : A brief identification of the property or services purchased, for creditors and sellers that are the same or related ; or The seller 's name ; and the city and state or foreign country where the transaction took place. The creditor may omit the address or provide any suitable designation that helps the consumer to identify the transaction when the transaction took place at a location that is not fixed ; took place in the consumer 's home ; or was a mail, Internet, or telephone order USAA in violation of regulation Z billing dispute allowed timeframe reversed it 's decision on credit card fraud billing disputes after a year of it being finalized. A serious issue is that I only noticed it when I saw " Transfer Adjustments '' on my account via USAA.com. Shortly there after USAA restricted my ability to use USAA.com and despite my many verbal and written requests has failed to comply with the above mentioned regulation. I have yet to receive a statement which indicated when these charges were reversed and placed back on my account. The only statement I received was one with no mention of the " transfer adjustments '' or any kind of reversal of the billing dispute finalized over a year ago. As it is, USAA states I have this balance, yet I have no clue what charges are on the card that contributed to the balance. It has been over 2 months now and I still have not received any of the requested documentation, identifiable statements or documentation used in the decision to reverse the billing dispute from over a year ago.
|
| 03/27/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
My wife and I bought a second home in XX/XX/2018 with the intent to use it as an investment property. We were told by XXXX XXXX ( Loan officer with USAA NMLS ID XXXX, Manager : XXXX XXXX XXXX | NMLS ID XXXX ) prior to closing that we would have to pay PMI until reaching an LTV ratio of 80 %. We are very close to that 80 % point now and when we inquired with XXXX, the company that services the loan, about the process of removing PMI they stated that due to this loan being for an investment property it would instead require an LTV of 65 % for PMI removal based on XXXX XXXX 's guidelines. However prior to closing, USAA provided us with documents stating that we were taking a CONVENTIONAL loan and gave us documentation implying that PMI would be paid off much sooner. When I called XXXX XXXX to discuss this she again claimed that the loan was a conventional loan and that the LTV ratio was 80 % for PMI, in stark contradiction to what we are being told by XXXX. We have asked XXXX/USAA for documentation to support PMI terms of the loan prior to closing however they have not provided any response. Based on the documents that we were provided ( see attached disclosure ) prior to closing, USAA states we are taking out a CONVENTIONAL LOAN with PMI LTV ratio of 80 %. WE CLOSED UNDER THOSE TERMS and now we are faced with a huge financial penalty of ( thousands of dollars ) in the form of previously undisclosed PMI. While we are understanding XXXX XXXX 's policies regarding PMI for investment property, we were told something very different by USAA. We are concerned that USAA 's actions constitute a misleading, predatory practice by the loan originator to funnel customers towards loans with higher PMI. It feels like a 'bait and switch ' scam where we are quoted on set of terms only to find out later that those terms are completely false.
|
| 07/01/2016 |
Yes |
|
- Unsolicited issuance of credit card
|
|
Web |
Older American |
|
USAA recently elected to unilaterally change their credit card service provider from XXXX to XXXX claiming the user base would see no difference in terms. As husband and wife, we have had for some time XXXX card number and account with joint authorized use and yet individual names on the cards. Now USAA, without approval or authorization from the card user, is reissuing separate cards with separate numbers for each card user while claiming the cards ' multiple card numbers are changed but it is all within the same account. No effort was made to acquire or request agreement or authorization from the member or spouse prior to issuing the new card and specifically now XXXX with separate, individual numbers. We believe this constitutes issuing a new credit card without the user 's approval or agreement. Upon calling and speaking with Sr. account representatives, USAA has told us we have no other choice but for individual cards to have separate numbers if we want both parties to have authorized card account use. They also admitted it is, at least in part, using separate numbers to enable the tracking of credit card spending and subsequent marketing use information. This supposedly is all for the user 's protection. It is worth noting that the billing documents already reflect separate card numbers and XXXX charges while the XXXX cards have as yet not even been activated. This makes it impossible to track and confirm our own expenditures and card use without having to call USAA and ask questions specific to the charges. We believe the individual card numbers being issued absent user agreement or approval is at least unethical and perhaps illegal. We also feel it is a deliberate marketing ploy to enable XXXX, USAA or whomever to use this as an opportunity to wantonly solicit the unique cardholder against our interests or wishes.
|
| 08/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
USAA has put the status of an account into 'credit only ', and will close the account at some point in the near future citing that they detected business activity on the account. While I do have a farm, and the appropriate EIN numbers and corresponding operating business accounts from which the business aspects of the farm operate, my children also personally own horses and those horses are under paid for through my personal expenses. There have been no business expenses through tis account, it is the account that every single personal bill for the entire farm/household are paid through this account. Additionally, the monies in this account are all the proceeds from a life insurance policy, and the account in question receives the Social Security Survivor Benefits for my youngest child. Looking back at the account for XXXX months there are ZERO business expenses, and there is no recourse through USAA. Most problematically, I have no access with no warning to the funds in this account, and the representative from USAA was unable to advise what happens to the outstanding payments scheduled through their bill pay system, outstanding checks, and certainly no regard for the fact that the direct deposit took almost a month to set up, requiring a daily phone call for every business day of an entire month, and a month to set it up. Not sure what their criteria is for business activity, but they have no sense of a farm as a business, this account is not used for business, and closing it will require paying fees to USAA and reordering checks on a new account that would operate exactly the same way because it is a household personal account. Would be very happy to go item by item on the expenditures of this account, but would like to have the check order for this account refunded and to be on record that this is a personal account.
|
| 09/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
My wallet was stolen from my purse at a XXXX XXXXXXXX CO restaurant around XXXXXXXX XXXX MDT on Sat, XXXX XX/XX/2018. I didn't find out until 30 min later, when I discovered the wallet was missing, and then the fraud alerts started coming in on my phone from my bank. The criminals used my 2 credit cards for approximately {$9000.00} and my debit card ( without the PIN ) for another {$1500.00}, until finally USAA bank shut everything down. The bank is doing the right thing with the credit cards, but the debit card charges have been decided as not fraud. I notified the bank within 30 min of the incident, and in fact the bank shut down the card when a second transaction was attempted on the debit card, before I called in. None of this should have occurred if the bank had followed my {$1000.00} transaction limits on all my cards, which I know were in force about 8 years ago when I tried to make a transaction above the limit. About 36 hours after this incident, I received the initial " not fraud '' determination, and I filed an appeal with full details of the events in writing a few hours after that ( well within 48 hours of the event ). When I received no reply within 24 hours, I called the bank and demanded an appeal, at which point my report ( that was in the system but ignored ) was added to the appeal. Then the final determination of fraud ( no further appeal ) came in on XX/XX/2018, saying I was liable for the full amount. Federal law ( Fair Credit Billing Act ) says that I am only liable for {$50.00} due to my timely reporting. In addition, I demanded an investigation into how this whole fiasco was allowed to occur despite my transaction limits. So far, no response. Please let me know what I should do for the next step, because all I can think of now is to hire a lawyer and take USAA bank to court for violating the law.
|
| 05/17/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
My wife and I bought airplane tickets to XXXX for a one week vacation. My wife was in a XXXX and suffered a XXXX. She underwent XXXX. The doctor ordered a 5 day XXXX XXXX. In order to accommodate the doctor 's order I had our return flight plane tickets moved two days back - incurring a variety of fees and charges totaling XXXX {$600.00} per person, The mastercard website says " Provides reimbursement for non-refundable cancellation or change fees if you are required to cancel a trip, prior to departure and reimbursement for eligible travel on a common carrier in the event your trip is interrupted due to a covered reason and you have purchased your common carrier tickets with your eligible MasterCard card. '' It seems pretty obvious to me that we qualify for reimbuirsement from USAA/MasterCard.
I contacted USAA with regard to making a claim and they referred me to file a claim with a company called XXXX. Despite the fairly easy open and shut case I presented, XXXX rejected my claim. In my humble opinion, XXXX is a company in the business of not paying claims. The claim ( # XXXX ) was extremely difficult to file as XXXX employee XXXX XXXX claimed the documents I was require to upload to the XXXX server " were corrupt before I uploaded them '' so he could not " see them ''. Kind of annoying like someone telling you the letter you sent them arrived wet and they know you mailed it wet. Also, the XXXX Fax line was often down and XXXX made contradictory statements with regard to whether the documents I uploaded repeatedly and faxed repetedly were viewable. In the end, I am left with the impression XXXX is in the business of not paying claims.
Regardless of what XXXX and USAA have agreed upon, it is my opinion that USAA promised to reimburse my airline fees and has not done so. I will upload documents that support my claim.
|
| 01/31/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
Older American |
|
35 years I had trust in USAA The financial advise all set up as a trusted relationship My ex was XXXX XXXX XXXX and back then USAA was trusted NOT TODAY USAA has been fined millions Please answer USAA, Do fraud claims have claim numbers? Do disputes have claim # s Yes or No?
I have been told Disputes have claim # s fraud does not Please answer USAA, on the FRAUD claim letters attatched. with claim # XXXX IS THIS MY MEMBER NUMBER? Why do MY FRAUDS HAVE CLAIM NUMBERS? Why no resolve?
Why do the letters decieve saying no further action is needed? PRETENDING TO MEMBERS A STRONG TRUST THEY MUST HAVE IN USAA TO PURSUE THIS FRAUD CLAIM USAA says NO FURTHER ACTION NEEDED BY MEMBER Then turns fraud into duspute. For a year and a half I was decieved into believing USAA WOULD RESOLVE FRAUD. This is an Antitrust Issue of ** NO TRUST. ( USAA NEVER RESOLVED ANY FRAUD I REPORTED AND REPORTED FRAUD I DID NOT REPORT TO CREATE CREDIT REVERSALS ) USAA IS EXTREEMLY DISHONEST FOR EXCESSIVE PROFITS USAA BOASTS IN ZERO FRAUD LIABILITY and they provide No Protection for Frauds LEAVING CONSUMERS WITH MORE FRAUD LIABILITY ALL MERCHANT CREDITS AND ALL ADJUSTMENT PURCHASES turn into New Purchases a year later ADDING MORE FRAUD TO ACCOUNT I DID NOT PURCHASE USAA has changed all my fraud I REPORT into disputes and put fraud investigation adjustments I DID NOT report fraud Because Merchant credited the account. Adjustment Purchases do not apply as Permanet credits however, USAA CAN CLAIM TWO CREDITS for a credit reversals Please answer USAA HOW CAN YOU PUT CREDIT REVERSAL/ NEW PURCHASES ON ACCOUNT WHEN USAA CLAIMS NO FRAUD EVER OCCURRED?
Temporary credits/ Adjustment Purchases MUST BE MADE PERMANET TO APPLY USAA PROFITS FROM FRAUD with Credit Reversals Informing consumer NO FURTHER ACTION IS REQUIRED They never credit usaa credits to cover frauds
|
| 11/15/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Wrong amount charged or received
|
|
Web |
Servicemember |
|
Im a 37 year military and XXXX XXXX, I made an allotment from my XXXX 401 ( TSP ) to USAA savings and made the mistake of using my member I.D number instead of my account number. Come to find out my member ID is the same number of an XXXX XXXX ladies account number. USAA never matched the name, social or DOB on the transfer.
I notified USAA on what happened and its been almost 2 months of trying to get the money returned.
First your member ID should never ever be the same as another persons account number, second my other information I.E, social, DOB, address shouldve been matched and was not.
USAA customer service is now farmed out for the most part, so far Ive been on the phone for over 7.5 hours total, the TSP representatives have been very helpful and have been on most of the calls with me. A number of security steps were missed and USAA is attempting to ask for the money back. XX/XX/XXXX going on 75 days and USAA as still not taken action against the other member who excepted and withdrew money not belonging to them.
The latest USAA representative XXXX XXXX from the office of the CEO stated with 12 million member the numbers could be the same with a members ID being someone elses account number? Really, we gave them the federal tracking number with all my information on it. USAA is still refusing to get my XXXX back, stating theyve attempted to contact the other account holder ( female XXXX XXXX thieve ) and havent heard back from her, and will not put a hold on her account.
The customer service with USAA is the worst experience Ive ever had.
I spoke with XXXX XXXX XXXX and XXXX XXXX. And both said the same thing about the account and member ID numbers being the same for two different persons I made an honest mistake and USAA could care less TSP and myself provided USAA with the 15 digit trace number also
|
| 01/23/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/23 : - An unauthorized withdrawal and transfer of {$9500.00} was made from my checking account to a fraudulent bank account.
- I notified USAA of the fraud on the same day and we took actions to change my passwords/PINs and log-in information. I was assured given the fraudulent nature that I would be fully reimbursed.
XX/XX/23 : - Contacted by member of USAA fraud team and informed that Initial review of fraud case was completed and that there was no fraud detected. They did not inform me how/why they came to this conclusion but they informed me that I could submit a re-review.
XXXX present : - Multiple re-reviews completed with same nebulous, non-descript conclusion that no fraud was detected. They simply stated that this was based on multiple security reviews. They refused to share their fraud report with me.
- Spoke to multiple members of the USAA Customer support team to include banking/checking specialists, member resolution team representatives and ultimately the USAA Office of the CEO. Their decision remained steadfast.
Pending Actions per USAA : - USAA issued a Hold Harmless and Indemnification Agreement to a certain XXXX bank in PA requesting my withdrawal be returned. ( They have not received a response. ) - USAA Office of the CEOs stated that my reimbursement is contingent on this XXXX bank paying USAA back for the fraudulent withdrawal.
Actions I have taken : - I have sought legal assistance from my military JAG colleagues who recommended I file a formal appeal. I have attached my formal appeal as a PDF to this complaint. It was submitted on XXXX.
- I filed an official complaint with DCs Comptroller of Commerce office online referencing Regulation E of the Federal Reserve Regs, Electronic Funds Transfer Act 12cfr 205 ; that holds USAA liable. They directed me to the consumer finance bureau.
|
| 06/30/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Servicemember |
|
I received my credit card billing statement dated XXXX/XXXX/XXXX on XXXX. I noticed I had been charged {$5.00} in interest on XXXX/XXXX/XXXX. This did not make sense since my billing statement dated XXXX/XXXX/XXXX had a balance of {$1600.00} that is not subject to any interest until XX/XX/XXXXdue to a promotional balance transfer that USAA was offering when I opened this card in early XX/XX/XXXX ; there were no recent purchases or charges on the XXXX statement that would be subject to an interest charge. I called USAA on XX/XX/XXXX and was able to explain the error based on my view of this issue and was able to get the USAA Customer Representative to finally see the issue and ultimately agreed with me. She put me on hold several times in order to work with a back office associate on resolving this, as we both thought the interest charge was in error and should be done until the current billing period ends. I was disconnected after talking and being on hold for about 25 minutes. An hour later I called USAA back and explained that I was hoping to get reconnected with the original representative that was helping me because she appeared to understand the concern and did appear to be working on my issue with other internal associates. For the next 30 minutes I was forwarded to several other customer service reps and was never able to speak with the original person that was assisting me. To make matters worse, there were no notes in my file so that the people I was speaking with understood the issue that I believe was already being worked. I asked if this issue was going to get resolved and communicated back to me. I was told I would receive a call back from a manager. As of XX/XX/XXXX I have not received any communication back from USAA in regards to my reported issue for the interest charged ( in error I believe ).
|
| 12/16/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I paid the account for this XXXX credit card in full on XX/XX/XXXX. The XXXX statement showed a balance of {$2300.00} with a minimum payment of {$4.00} by XX/XX/XXXX. I paid {$2300.00} on XX/XX/XXXX and {$4.00} on XX/XX/XXXX as shown on the statement. I never received any notification that there was a pending amount for any interest. Why are they charging any interest if there were no transactions? There were no minimum payments due on the following statements until XXXX of which I was never notified. I spoke to XXXX in customer service who indicated the alerts were turned off on the account and that no one had tried to contact me. I did not receive any e-mails or statements to indicate I owed anything until a letter on XX/XX/XXXX which stated I owed {$11.00} ( I dont know what for ) but I immediately called USAA and paid and was assured the balance was zero. I check again on XX/XX/XXXX and it shows that I owe a balance of XXXX cents for who knows what since the account was paid-off and which I can not pay on-line. I again call and spoke to customer service and the charge was removed. However, USAA has reported me to all three credit bureaus as being late. I was a faithful customer and never paid late. It was their fault for not sending me any notification and truthfully, what are they charging me if I paid the account in full, this is a scam against veterans trying to collect interest. I was trying to refinance my home and get a VA loan, but because of this account was denied as my credit score has dropped dramatically. I work very hard to ensure my credit rating is excellent. I pay all my credit cards on time which you can check, and I have never paid this card late. I want my consumer report fixed as this was not my fault but the negligence of USSA for not alerting the customer of these bogus interest fee charges.
|
| 04/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
XXXX XXXX XXXXXXXX XXXX XXXXXXXX, FL, USAXXXX usaa checking XXXX XXXX XXXX XXXX XXXX, TX, USAXXXX RE : Disputed Account - Notice to Furnisher XXXX Dear Sir or Madam : I previously notified you that I am a victim of identity theft, and requested that you do the following : I still have not received written confirmation of these actions. As I stated before : I am a victim of identity theft. I recently learned that my personal information was used to open an account at your company. I did not open or authorize this account, and I request that it be closed immediately. Pleasesend me written confirmation that I am not responsible for charges on this account, and take appropriate steps to remove information about this account from my credit files.
I have enclosed a copy of my FTCIdentity Theft Report. Because the information you are reporting is the result of identity theft, and inaccurate, I request that you stop reporting this information to the CRAs, as directed by section 623 ( a ) ( 1 ) ( B ) of the Fair Credit Reporting Act, 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( B ). I ask that you take these steps as soon as possible.
I also have enclosed a copy of the FTC'sNotice to Furnishers, which explains your responsibilities when reporting information to CRAs. Please stop reporting this fraudulent information, investigate this matter, and delete any disputed items as soon as possible.
Pleasesend me a letter explaining your findings and actions.
I am a victim of identity theft, and I am writing to dispute the following fraudulent charges on my account : Sincerely, XXXX XXXX Enclosures : XX/XX/2023 Close the unauthorized account Removeany charges on the unauthorized account, and Takesteps to remove information about this account from my credit files.
FTCIdentity Theft Report Proof of identity Notice to Furnishersof Information
|
| 07/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX & XXXX XXXX mine and my wife 's checking accounts were hacked when 2 unknown parties were able to open up accounts and transfer {$2500.00} and {$2400.00} out of our checking account via XXXX without our authorization. USAA investigated the issue and originally ruled in our favor on XX/XX/XXXX, restoring access to our accounts and XXXX refunded us the money. My wife moved the funds to another internal checking account within USAA just to keep it safe. Then on XX/XX/XXXX, USAA shockingly reversed their decision and not only rescinded the refund, but also charged us an additional {$5000.00} to the checking account my wife transferred the funds to leaving both checking accounts with a negative balance of thousands of dollars. After doing a review and a re-review of the investigation, USAA claims that there was no fraud, and my wife somehow willingly gave out her login credentials to these random people that we don't even know, which she did not do. We wouldn't even give out our credentials to other family members, let alone some complete strangers. I was originally told that when the investigation concluded that I could speak to one of the people who investigated the claim, if it didn't go my way, to review the evidence they had to support their claims. After the re-review concluded I asked to speak to one of the investigators and was denied. I recently read an article yesterday that the Texas state AG reported that USAA experienced a data breach back from XX/XX/XXXX to XX/XX/XXXX and shortly afterwards we were hacked. The report said thousands were affected and no reports on the location of clients who were impacted. I have been a member of USAA for over 18 years and have never been treated this poorly before. We are devastated and would like to see our accounts be credited the amounts that were removed.
|
| 10/05/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
Since XXXX XXXX, I have been disputing an erroneous charge on my USAA credit card for a faulty car rental charge. The car rental vendor, " XXXX XXXX XXXX '' is somewhat shady, and USAA has not supported my continual efforts to report and correct a duplicated charge to my credit card. The vendor charged my card in advance for a car reservation and then when I actually rented the car, I was charged again. Additional details explaining all of this are provided in the attached documentation which I have submitted to USAA on several occasions. On at least 2 occasions between XXXX and XXXX, 2022, the materials to substantiate my claim that I uploaded to the USAA website were not fully received. I would upload them, and then they somehow did not " stay '' in my account and were never reviewed ; rather I was determined to be non-responsive to the requests for additional information. In addition to the paper trail of documentation attached, I also called USAA on at least two occasions and initially sought to use the USAA online tools to report the dispute. A part of my challenge, I believe, is that USAA has been repeatedly updating the website and not fully capable of providing online tools that do not provide problems for its members. Overall, I also find that USAA is not as fully supportive of its members as it used to be, and prefers to side with the vendor even when member documentation re : a wrongful credit card charge is provided. I have personal, similar past experience to this current incident, but for charges of lesser amounts. I do not see that USAA ever goes back to the vendor to question their billing, and if they do, they do not share any information with the member to allow a meaningful resolution of the issue. These omissions of action and/or information are not proper credit card dispute resolution methods.
|
| 05/02/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
Servicemember |
|
My name is XXXX XXXX and I am a retired XXXX XXXX XXXX of XXXX years and have been a faithful member of USAA for approximately XXXX years. I recently got re-married ( XX/XX/2021 ) and in XXXX of 2021 I applied thru the USAA website to have my wife, XXXX XXXX, added to my account as a new member. However, not realizing it, I applied using her new married name ( XXXX XXXX ) instead of using her maiden name of XXXX XXXX as that's what her Illinois drivers license was under as well as her SSN. When I hit the " Submit '' button I was prompted to call USAA as there was an issue. After speaking to a USAA XXXX, I was told to submit her drivers license and SSN card for verification. I did so and heard nothing back for a few weeks. I then called again to see if she had been verified and was told that because I had applied using her married name, that USAA was suspecting me of trying to commit fraud! I then waited until my wife 's new drivers license was issued by XXXX XXXX ( # XXXX XXXX XXXX ) with her new married name on it as well as her new SSN card ( XXXX ) with her new married name on it. I have sent both documents in to USAA XXXX times to prove who she is. We have called several times and keep getting sent to different customer service reps with nothing being resolved other than USAA still thinks that I am trying to commit fraud! I have spent well over XXXX hours on the phone with them and at one point they put me on hold and hung up on me! I have been trying since XXXX to add my wife, but to no avail. I am appalled that this process has taken so long and that as a XXXX year member of USAA as well as a United States XXXX Veteran of XXXX years, they think I am trying to defraud them. I simply want my wife added to my account so she can start to reap the many benefits that USAA has to offer. My USAA member # is : XXXX.
|
| 07/01/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Older American, Servicemember |
|
In early XXXX we received a pre approval for a VA mortgage through USAA Federal Bank ( Loan Application XXXX ). We are attempting to buy a home in XXXX XXXX as my wife received an employment offer in the immediate area. We moved to a rental in XXXX while the loan was in process for a home that we had placed under contract. We received pre approval and began the application process during the entire month of XXXX. On XX/XX/XXXX. We were informed that our loan application was denied because we had placed our present home into forbearance when we were employed in XXXX and there was concern over our continued employment hours. During the loan application process we were asked to bring our existing home mortgage current which we have done. USAA stated that they required that all existing mortgages demonstrate 12 consecutive months of mortgage payments. It is our understanding that the federal forbearance mandate precluded any negative credit issues in regard to our credit rating. Our credit does not reflect any negative issues in regard to the mortgage or any other negative credit issues. We feel that the USAA Federal Bank has violated the federal mandate in regard to our VA loan application as they did not accept temporary forbearance in determining our loan. In addition the home is under contract and will close in late XXXX. USAA one day later after notifying us of the denial to continue a {$500.00} dollar appraisal which we had paid as required by USAA. We are now out the {$500.00} appraisal fee. We have contacted several individuals in the mortgage department and have only received confirmation that the loan application was denied due to federally granted forbearance. We would appreciate someone to determine the appropriateness of the denial and the loss of {$500.00}. Thank you for your assistance in this matter.
|
| 07/16/2016 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
- Account opening, closing, or management
|
|
Web |
|
|
On or about XXXX XXXX 2016, I started the application process for a secured credit card In the amount of {$250.00} with USAA bank. On XXXX XXXX I completed the application and linked my checking account and routing number to fund the CD, with is used to secure the card. On XXXX XXXX I noticed on the USAA mobile app that the funds were pending to be withdrawn from my checking account twice instead of once. I elected to leave the funds in my checking account for withdrawal after receiving assurance that the duplicate charge would be reversed and the funds returned to me in a couple of business days in a worse case scenario. After approximately 7 business days, I started inquiring into the status of my refund. I was initially told that it takes as many as 14 business days to close out the CD and issue a refund check. This time frame obviously differed from the initially time of 2 business days ( max ) I was quoted before. I started calling after this on average 3 times per week until XXXX XXXX. My responses to these numerous calls ranged from, the check was mailed on XXXX XXXX to the check was mailed on XXXX XXXX. I did n't get the same response XXXX consecutive calls. On XX/XX/XXXX I was notified that not only was a check not mailed, but one was never generated. During this entire process I was either lied to by USAA 's CSR 's, the CSR 's did n't not have access to relevant account holder information, or USAA intentionally withheld the whereabouts of my funds. This whole ordeal has caused things to be paid late, affecting my credit score. I had to alter my life to work around the fact that I was short of money when I should n't have been. As it stands now, I bring home about {$220.00} a week, so this was devastating. I would like at least the offer of some kind of compensation for my trouble what was caused by them.
|
| 07/04/2015 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank was arbitrary and capricious in the issuance of a XXXX, Cancellation of Debt. They also do not follow IRS rules for issuing the XXXX USAA XXXX refuses to provide their policy in writing for issuing XXXX.
I owed XXXX debts of equivalent age and both over {$600.00} dollars. XXXX accounts were charged off by USAA three days apart ; however, only XXXX account was issued a XXXX. In the XXXX, USAA indicates in Box XXXX they " discharged '' the debt and in Box XXXX they do not hold me " liable for repayment '' yet they continue to seek reimbursement.
USAA also failed to comply with IRS " Specific Instructions for Form XXXX '' and provide the telephone number to the correct department on my XXXX as " CAUTIONED '' in the IRS instructions ( they did n't provide any telephone number ). This blatant hurdle to customers is only further exacerbated by their refusal to provide me their written policy or established business practice ( for ceasing collection efforts and issuing the XXXX ) as required by the IRS. Couple this with the numerous different explanations of why I received a XXXX and why I still must pay, you realize their customer service representatives ( CSRs ) are not reading from the same script ; in fact ; some CSRs indicated I did n't owe anything.
What 's ironic is that when I first approached USAA about the XXXX, they asked that I fax them a copy of it!
USAA 's lack of transparency, and their inconsistencies and unfairness in applying policies they will not put in writing is POOR customer service.
I have paid in full the account that was not issued a XXXX. However, I refuse to pay a debt that was " cancelled '', then " discharged '', and that I am " not liable to repay '' as indicated on the XXXX. Besides, the XXXX has to be treated as income on my taxes and a loss on USAA 's.
|
| 04/26/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
|
|
In XXXX I called a loan originator at USAA to get pre-approved for a VA home mortgage loan. During that phone call I thoroughly explained that I had, at the time, worked for my current company for 1 year and 3 months. I also explained that I am paid an hourly rate on a guarantee of 70 hours a month, unless I work more, then I am paid for the hours I work ( which is on average around 85 hours a month ). Based on that information, the originator pre-approved us for a certain amount under the income of about XXXX pay hours a month ( my actual income ). We then used that pre-approval to find a house and sign a purchase contract. After signing the contract, we then moved forward in the purchase process by both moving forward with USAA in the loan process and having inspections done on the house ( totaling {$430.00} ).
After submitting all the required documents to a loan processor, the loan went to underwriting, where it was denied. The processor tried several submissions, but each came back with the same denial. The reason behind the denial was that they could only use the guaranteed amount, since I had not been employed with my current company for at least 2 years. This is a basic VA mortgage loan rule. As a result we had to back out of the purchase contract and the house went back on the market and was then sold to another home buyer.
I feel that since this is such a basic VA rule, the loan originator should have known it, and should have based the pre-approval the guaranteed amount, not my actual income. Had he done so, we would not have signed the purchase contract, and, more importantly, not have done the inspections on the house, which cost us {$430.00} out of pocket. Therefore, I believe that USAA is responsible for the loan denial and should reimburse us for the inspections fees, but they refuse to do so.
|
| 11/06/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I went Grocery Shopping at XXXX on XX/XX/2020 and my groceries came up to {$230.00}. On Wednesday, XX/XX/2020, while I was reviewing my checking account transactions online, I discovered a charge of {$12.00} that was made. I immediately called USAA Federal Savings Bank and informed of them of the suspicious charge. The USAA Representative told me that she did saw that the charge came out of the State of Arizona, at a XXXX with a telephone number listed as XXXX XXXX XXXX XXXX XXXX. The Representative then told me that she was closing my account due to the charged being a fraudulent charge and that I will be sent out a new card in 2 business days. I have XXXX young children in my home and I feel that it's very unfair to be without a money or card and for USAA to have members wait so long for a new card to arrive via XXXX for such a long time period. I was asking why can't they overnight or express it to me and hey stated to me that it's their banking policy of 2 - 3 days weekend not included. I was also told I may not receive the card until Monday, XX/XX/2020 although the charge was notated fraud. As of today, I will be at home during a Pandemic with XXXX young children ages XXXX and XXXX XXXX without access to my money. What is something was to happen and I need to go somewhere? I will not have any money. I do not have family members in the State that I reside in. I would like for USAA to change their Policy especially with a case such as mine and others. I feel that the Card should've been Overnighted and the members should be able to receive it the next day. This Policy that USAA has needs to be changed immediately. They have done this to a lot of family members and myself. I've served in the U. S. XXXX and have been a member with USS for XXXX years and after this, I will be cancelling my membership with them.
|
| 01/13/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- You never received your bill or did not know a payment was due
|
|
Web |
Servicemember |
|
After moving from my address in XXXX, NY I was locked out of my online account with USAA and was unable to view anything to include bills, balances or available credit. USAA has reported these accounts late when in all fact I was unable to see the account to determine when the bill was due, I was also unaware that they were n't still taking the balances out of the checking account on file, which was another USAA product.
USAA reported me 30 and 60 days late on the following accounts XXXX - 30 days late in XX/XX/XXXX - XXXX - 30 and 60 days late XX/XX/XXXX/XX/XX/XXXX XXXX - 30 days late XX/XX/XXXX, the address on file for this account is n't even mine so I have no idea where the actual bill for this account went.
The issue is ALL my business was with USAA to include checking, savings, car and life insurance and credit cards so when I was unable to access any of the accounts, everything should have been still set up with automatic payments. USAA closed my checking accounts and never notified me by phone or email and all attempts to restore my online access was stretched out and not resolved for over a year. These are inaccurate markings on my account and it appears as if USAA took payments when funds were available but NEVER informed me when funds were not available. I have so much respect for USAA and have tried on many occasions to resolve this as these inaccuracies are negatively impacting my credit. I even sent a goodwill documents asking them to resolve this and have been met with nothing but them stating this is accurate, however what USAA has not acknowledged is that all bills were electronic and when they restricted my access they prevented me having access to those statements. They have incorrect addresses on file and never responded to request to explain where these statements were sent, please help.
|
| 12/12/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
USAA has treated me in an completely inexcusable manner since XX/XX/XXXX/XX/XX/XXXX of this year. My phone was hacked and deposit were made between my linked bank account with USAA and USAA. I received a completely new phone. Show USAA that I had ordered a new phone and turned my old phone in still they continued to called a fraud and state that I was committing bank fraud. They told me I was lying and their representative actually had me sobbing at her unnecessary and unfunded idea that I committed fraud. After that I spoke with USAA almost constantly. I agreed to make payments to pay down the debt of {$50.00} bi-weekly. On XX/XX/2016 USAA said the account had been paid off. The statement online show this. They issued me a refund check for the amount of overage. Yet today when I called on XXXX I still did not have full access to the website. In my attempt to correct this I received at least XXXX transfers. Each transfer gave me more and more incorrect information. I was on the phone with them for a total on XXXX hour. Finally I demanded to speak to a XXXX who was able to resolve the issue. I was bounced between web banking and accounting and checking department. I was told there was still a block. I was told I needed to open another account. I was told time and time again this was the wrong department. This entire experience was made horrible my USAA who continued to ignore me as a customer. Ignore my legitimate claims that the transfers where not by me. Simply a virus that got into my phone. Even with provided proof from XXXX and my cell phone provider that I had gotten a new phone and errors occurred with the previous phone they did not listen. I experienced this same. Well it 's all your fault attitude from the company told as I explained to representative after representative that I had paid the account.
|
| 07/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
|
|
1026.13 ( e ) states Procedures if different billing error or no billing error occurred. If, after conducting a reasonable investigation, a creditor determines that no billing error occurred or that a different billing error occurred from that asserted, the creditor shall within the time limits in paragraph ( c ) ( 2 ) of this section : Mail or deliver to the consumer an explanation that sets forth the reasons for the creditor 's belief that the billing error alleged by the consumer is incorrect in whole or in part ; Furnish copies of documentary evidence of the consumer 's indebtedness, if the consumer so requests ; and If a different billing error occurred, correct the billing error and credit the consumer 's account with any disputed amount and related finance or other charges, as applicable. USAA states that after a year of finalizing the billing dispute they received new information and reversed the previous decision and credits. 1. ) USAA has not mailed an explanation setting forth the reasons for their belief the billing error stated is incorrect. 2 ) USAA has failed to furnish copies of documentary evidence of my indebtedness, despite my many requests these past few months. 3. ) Provide current statements reflecting the reversal of charges identifying them so they may be verified.
4. ) States because I have rewards accounts with several of the companies charges where made with I am responsible. Currently, I have elite status with the following hotel chains : XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX and all branch and subsidiary properties of each chain. That 's the majority of hotels in North America. Stating I am responsible for a charge at one of these hotels simply because I have status at the hotel in no way proves my liability. Especially seeing as I hold rewards accounts at so many hotels.
|
| 01/03/2024 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American |
|
On Wednesday XX/XX/XXXX, I noticed some signs that my email had been hacked, and that the thieves appeared to by trying to gain access to my financial and retail accounts.
My first call was to USAA, my only current banking relationship. I froze my accounts, got information on how to implement a digital recovery checklist, and received ( verbally, NOT electronically ) a temporary password and pin to use in the recovery.
On Friday XX/XX/XXXX, I requested the checklist, and was told that my - frozen - accounts had been taken over by someone who changed all of my access information and was actively in my USAA accounts, but I was unable to regain access since I could no longer authenticate the information on my account which had been changed by the thieves.
I submitted copies of my drivers license, and gave my correct phone and email information, but was told I would need to wait up to 10 business days to be contacted by the fraud department. I was additionally told that I could not be transferred to Fraud, nor could I verify what the thieves were doing in my various accounts, nor could I make a further attempt to freeze my accounts until I spoke to Fraud.
Today it is Wednesday XX/XX/XXXX and I have not heard anything from the fraud department, nor do I have any information from USAA about the status of fraudulent usage on my accounts. I do know from another financial service provider ( XXXX ) that was also hacked that the thieves tried to move money from one of my USAA accounts into my XXXX account, in hopes of being able to withdraw those funds. This transaction was blocked. and my XXXX account was EFFECTIVELY frozen from subsequent attempts to access those accounts.
I wish I could have the same information, action, and assurances from USAA, but in spite of daily efforts I have not be able to do so.
|
| 09/01/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Personal line of credit
|
- Problem when making payments
|
|
Web |
Servicemember |
|
I have a personal loan with USAA. The pandemic hit and they offered to stop the payments for 3 months I agreed. I made the first payment in beginning of XXXX and stopped for the 3 months and began repaying again in XX/XX/XXXX. I originally paid the loan in full for the first payment but decided I would pay the loan twice a month instead of in lump sum. I would break the payment into two and make the payments on time and everything seemed fine. One day months later I was looking at my banking accounts noticed the balance jumped in front of my eyes. I thought it was strange so I told my husband about what I had seen. A few days later I noticed the same thing happened again. My husband had asked if had taken a screenshot and I didn't so this time around I thought about it but decided not to again. It happened a third time and this time I was determined to start taking the screenshot. In XXXX of XXXX I went to make a normal partial payment and notice the entire set up of the loan was different. I made the payment and contacted the bank to ask about the changes I was seeing and they told me this was normal. I began to take record of what was happening to me. I still can not find the first payment on the loan as it is as if it was never paid. Its nowhere in the payment history and their explanation is that they loan was paused for 3 months.
The bank was now collecting interest twice while adding it back to my principal balance daily. So currently my PRINCIPAL balance increases daily and even if I make a payment to change my principal balance the interest is being added back to the principal balance daily. I do not understand how I can be paying the same amount in interest as when the loan began and the principal balance is less. Please audit my account.
This bank is taking advantage of me and maybe others.
|
| 06/14/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
I XXXX XXXX CC NUMBER XXXX XXXX XXXX XXXX WAS COMPROMISED ON XX/XX/XXXX FO R {$2400.00} I HAVE HAD SEVERAL FRAUD COMPLAINTS AGAINST THE CARD AND HAVE CHANGED THE NUMBER SEVERAL T IME. USSA visa IS T HE CARD I AM REFERRING TO. THIS IS THE LIST OF OTHER CHARGES THAT I HAVE TRIED TO REPORT FRAUD ON. BU T 1 ) THEY KEEP CUTTING ME OFF 2 ) TRANSFERRING ME TO A NEW PERSON 3 ) CAN NOT FIND MY INFO 4 ) TALK TO ME TERRIBLY 5 ) SCREAMED AT ME. 6 ) TREATED ME TERRIBLE, LEFT ME ON HOLD FOR 2 HO URS. I HAVE TRIED EVERYTHING TO GET THIS RESOLVED. I HAVE BEEN A VICTIM OF FRAUD IDENTITY THEFT. AND THE CARD WILL NOT TAKE MY CLAIMS. O N XX/XX/XXXX I HAD SOMEONE HELP ME WITH A FRAUD CLAIM AS I AM BOR N IN XX/XX/XXXX AND HAV E A HARD TIME UNDERSTANDING THERE TRANSFERS, AND SAME QUESTIONS OVER AND OVER. MY HELPER REPORTED THE FRAUD WITH ME TOD AY XX/XX/XXXX I CALLED TO FOLLOW UP AND THEY TRANSFERRED ME AROUND F OR 2 HOURS AGAIN. I HAVE A HELPER WHO HAS FILED 2 FRAUD CLAIMS WITH ME AND STILL THEY RUN US AROUND AND PUT US ON HOLD AND SCREAM AT HER ... I HAVE TALKED TO XXXX DISPUTE, AND FRAUD, TO XXXX , ( NO LAST NAME ) XXXX ( NO LAST NAME ) XXXX ( NO L AST NAME ) AND TO XXXX AT CARD SERVICES, NON OF THEM HELP ME THEY JUST TRANSFER ME TO ANOTHER DEPARTMENT. I HAVE ALSO BEEN CHARGED {$150.00} PER MONTH FOR 12 MONTHS BY XXXX XXXX XXXX FOR SERVICES TO HELP ME. THEY HAVE NEVER HELPED M E ... DO N'T KNOW THEM EITHER. I AM AT MY WITS END WITH THIS PLEASE HELP ME THIS IS SENIOR CITIZEN ABUSE. I HAVE NO MONEY TO PAY THESE RIP OFF COMPANIES. I NEED YOUR HELP. PLEASE CONTACT ME AT XXXX XXXX THIS IS THE LIST OF COMPROMISED CARDS. XXXX XXXX XXXX XXXX AND CARD XXXX XXXX XXXX XXXX THEY HAVE XXXX FRAUDULENT CHARGES ON THEM. PLEASE HELP XXXX XXXX . XXXX XXXX XXXX
|
| 04/23/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
On XX/XX/XXXX, my mortgage was supposed to be paid through USAA 's bill pay service from Account A. The same day, I had scheduled a transfer from account B to Account A for the exact amount of the payment. Due to some kind of mixup, the mortgage was paid out of Account B.
Rather than pay the previously scheduled mortgage payment out of Account B, my bank first initiated the internal money transfer from Account B to Account A, thereby leaving Account B with insufficient funds to pay the mortgage, and triggering a {$29.00} insufficient funds charge.
When I discovered the problem on XX/XX/XXXX ( the previous day, my bank showed the mortgage payment had been " completed '' on XX/XX/XXXX ), the bank told me that there was nothing I could do to expedite my payment to my mortgage lender, and I was left to initiate a new payment to the mortgage lender out of Account A.
On XX/XX/XXXX, I discovered that the mortgage lender had reinitiated the original payment from Account B, resulting in me paying my mortgage twice.
When I asked my bank to reverse the payment, due to my having to pay a number of other bills with the money that went to my mortgage lender, USAA opened a dispute but said it could be weeks before it was resolved. I called my mortgage lender, which agreed to refund he second payment to my USAA Account A within a matter of days.
My mortgage lender told me on XX/XX/XXXX that it had completed the refund to USAA on XX/XX/XXXX. However, USAA claims to have never received any refund.
I made a complaint with USAA, which tells me it may take up to 45 days to resolve the issue.
In the meantime, I am missing enough money that I will not be able to make my mortgage payment on XX/XX/XXXX. Meanwhile, USAA informed me on XX/XX/XXXX that it canceled my XX/XX/XXXX complaint at my request, which is untrue.
|
| 02/10/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
In XXXX of XXXX, I was Pre-Approved by USAA Federal Savings Bank for a loan of {$380000.00}. This was based on several facts that I submitted to them in my application : Estimated Annual Self-Employed Income of {$75000.00} Credit Score of XXXX Minimal Debt ( I had a balance on a credit card of $ XXXX but I paid the credit card off each month ) Retirement Assets of $ XXXX Understanding I was pre-approved, I started looking at homes and found one with a purchase price of {$350000.00}. I made an offer and was thrilled when they accepted it. I then put my earnest money of {$3000.00} down on the house.
After that, I paid for a home inspection for {$350.00}. Pleased with the results of the home inspection, I told USAA Federal Savings Bank I would like to purchase the home.
My Loan Officer informed me that the next step would be for USAA to come out and do an appraisal for {$620.00}. I agreed to this, the appraisal was conducted, the appraisal matched the money I agreed to pay for the home. USAA would now move forward with my loan.
HOWEVER, much to my surprise, after spending {$3900.00} that was not refundable, USAA Federal Savings Bank declined my loan. When I asked why, they said they could not consider my self-employment income until I had two years of 1099s to prove my income.
This is where my complaint comes in. If USAA Federal Savings Bank had no intention of giving me a loan due to my lack of self-employment income history they : 1. Never should have pre-approved me ; They should have notified me at that time that I needed 2 years of self employment income history 2. Never should have let me put down earnest money 3. If overlooked during the pre-approval process, they still should not have let me spend an additional {$350.00} on a home inspection and {$620.00} on an appraisal done BY USAA!
|
| 06/27/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
My USAA member ID is XXXX and I have an auto loan with USAA. Recently in violation of many consumer protection laws, USAA restricted my access to USAA.com and cancelled / closed my credit and banking accounts. This poses a problem as I have never received a billing or account statement in writing from USAA for my auto loan. It was set up to all be completed electronically, were the statements are available on usaa.com and all payments are auto debited from my USAA checking account. This is an issue as now USAA has closed my checking account, so automatic payments are not possible going forward. I called in to request assistance with this as I do not know the amount, or where to send my car payments to keep it current going forward. I was told automatic payments would be stopped and I 'd begin receiving paper statements. I have to to receive any statements from USAA for my Auto Loan. Most recently I called in today on X/XX/2017 and after being transferred several times I spoke with XXXX. She informed me Paper Statements could and would not be sent to me as I agreed to receive all statements via USAA.com at the load origination and she was unable to change it. I requested the payment amount, address to send it to and billing history be sent to me at my home/billing address. She informed me that could not be done I needed to view it all on USAA.com. This poses a problem as USAA restricted my access to USAA.com making it impossible for me to do. So now, I am unable to pay for my auto loan, view past payments or even know where or how much to send. I 've requested this in writing many times and have not received anything. By USAA 's own intentional actions they have intentionally prevented me from being able to meet my obligations, despite my many attempts to find a legal and fair way to do so.
|
| 03/11/2016 |
Yes |
|
|
|
Web |
Older American |
|
On XXXX XXXX, 2016, I mistakenly mailed a check to USAA credit card XXXX. The check was for {$2500.00} and was made out to XXXX XXXX XXXX. On XXXX XXXX, I realized I had maybe made an error and had sent the check to USAA. I called USAA credit card services and was told that they had not received the check and would not cash a check not made to them. On XXXX XXXX, I called my checking account bank, XXXX and was told the check had been cashed. After going to XXXX I received a print of the front and back of the check and surely enough it had been cashed by USAA on XXXX XXXX, although I had a credit due from the USAA credit card of over {$100.00}. On XXXX XXXX, after calling USAA, I was told that they could not issue me a refund until I called them back in 10 days. The reason given was that they had to made sure the check was valid since it came from an external source, although I had a copy of the cancelled check in my hand. I was also told that they could wire the money to the bank that day, XXXX XXXX, but I would need to pay them 3 % of the amount wired.
On XXXX XXXX, thinking that I had made a clerical error in my check book, I had issued XXXX XXXX XXXX another check for for {$2500.00}. Now, USAA could not return the check for another 10 days or more but could immediately wire the money at considerable cost to me.
Translated that means pay USAA {$77.00} and they will wire the money immediately or call USAA in 10 days and they will mail me a refund whenever.
I had to borrow money from my son to cover the second {$2500.00} check until my husband arrived from his work the following day to issue me another check for the same amount.
I am very unhappy with USAA and will be cancelling the credit card as soon as my money is refunded. I hope I have described the situation clearly. Thanks for any help.
|
| 01/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my wife deposied a check for {$30.00} via USAA 's mobile app. The application accpeted the picture and deposied the check into our checking account. On XXXX XXXX, XXXX USAA took the {$30.00} back in the form of a " Return Deposit Item. '' Then on XXXX XXXX, XXXX the chearged us {$5.00} for the " Return Item Fee. '' On XX/XX/XXXX I called USAA and spoke to numberous people about this situation and eventually one of the people refunded the {$5.00} fee. I called back on XX/XX/XXXX and spoke to a " manager '' from USAA and she was able to find and acknoweldge that nothing was wrong with submitted picture of the check we sent in.
Therefore, we did everything correctly and I asked for USAA to get us our money back. After many phone calls and escalations to some bogus " Executive Resolution Team '' we are still without our money. The manager I spoke with said the money would be sent to our account in a few days. I waited a few days and never got the deposit so I called back. This time, whoever answered the call said it takes up to 10 business days to receive the money. Ok, so we waited again. Today, XX/XX/XXXX, we still have not receieved the funds and called back. This time, they told me to mail in the check.
I have told every single representitive that this whole issue and the reason I have been calling for weeks is because after we got the sucessful deposit message from the USAA Mobile App and after the funds were in the account we destoryed the check. We have no way of identifying who sent it and/or how to go about getting them to re-issue the check.
This is USAA 's fault from beginning to the end. They have the full and proper image of the check within their system. THEY should do the necessary legwork and hunt down the information they need to return the funds they stole from me.
|
| 10/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA provided a letter indicating that they have chosen to close my checking account in ( approximate timeline ) XX/XX/XXXX without providing a reason. Upon calling USAA to try and resolve the issue, four different representatives were not able to find a reason as to why USAA exercised its right to no longer do banking business with me ; or that they were not allowed to disclose the reason. I was a loyal customer of USAA for nearly 20 years of my military career and had to move my funds to another bank. There was no opportunity to resolve the issue ( i.e., was it that not enough funds were in the account, was a signature missing, was my address not updated? ). After getting married recently in XXXX, my spouse who is also XXXX XXXX military set up a joint USAA account for us. I received a letter on XXXX XX/XX/XXXX indicating that after careful evaluation, USAA is exercising its right to no longer do banking business with me, with an effective close date of one month from the date of the letter. After calling USAA again, the response from XXXX representatives ranged from : " If USAA decides not to be your friend, then there is nothing you can do '' to " we are not even told the reason so we are unable to tell you the reason. '' This really begs the question of whether USAA is using some black box algorithm to flag accounts and there is not a human in the loop to actually go in and make sure that what is being flagged makes sense. There should be a reason provided as to why accounts are being closed, and an opportunity to remedy. Also, after my spouse ( who has been with USAA for over 15 years ) indicated that if we are not able to have a joint account that we will no longer do business with USAA. XXXX representative said thank you, have a nice day and the other offered to help close the accounts.
|
| 07/06/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
|
|
I started services with XXXX and I was charged for a kit, and there was a set date where my monthly order would run. I contacted XXXX after finding out it was a pyramid scam and this was after they ran the monthly payment too soon when it was not authorized. I was provided 2 return labels by them and was provided a refund processing time frame which has now been exceeded by weeks after the returns were received. I filed a dispute with USAA in which I feel they are continuously not properly investigated or handled. I received a response after USAA asked me to provide additional proof I supplied documentation that shows the date that the monthly payment was authorized for was not followed also all tracking return info ordering info and the confirmations that show all orders have been received by the vendor with their return labels as of XXXX they have had the item still no refund. USAA sent me a notice on XX/XX/22 stating the transaction was authorized therefore they are once again reversing the provisional credit, and once again siding with the merchant who has the money also merchandise. This vendor attempted to debit my account twice after this was canceled USAA provided no support. They do not actually investigate anything so this means I am out of another {$250.00} this continues to be a trend for USAA in my personal experience there has not been one instance where they used any of my supporting documentation to make a just decision. I would like an explanation of how this continues to be the case, and how we can support merchants keeping merchandise also customers ' money which means I apparently am able to donate because there is nothing I have received out of this transaction also every month my account has been tried for a shipment of the returned items. I am so disappointed as a member.
|
| 03/19/2015 |
Yes |
|
|
|
Web |
|
|
I applied for a credit card and was accepted from usaa. they sent me a welcomepack and I recived a bill shortly after. I do all my banking online so I tried to pay the bill right away. they told me I could not hat they needed more information so I sent them morewas told that was good and I should get a reply within 2 to 3 business days never did get a reply so I contacted them again. they told me they needed more info so I sent them more and they told me that they would get back to me in 2 to 3 business days they never did. I got another bill in the mail plus emails on my computer called them up and they told me the last info I sent them was n't right so I explained what I sent them and was told that it would work and they would get back a hold of me in 2 to 3 business days and that I would be able to pay the bill at that time i waited to here back from them never did and contacted them again. they told me the info was not good enough and I had to send more information. I at this point told them to forget it and take me out of there system.they toldme okay and I would recive conformation in two to 3 buissness day in I never did after numorous calls and complaints I am still in there system they turned this into the credit agency during this whole process and it shows as a unpaid bill it has lowerd my credit score enough that ino longer qualify for the home loan i was getting I had a XXXX before all this its now down to a XXXX I needed a XXXX and every thing was fine. so I am stuck staying at a friends house because of a card that I never seen had or used and being forced into getting checks to pay them for something I do n't have they said the only way I can pay for this bill for a card I do n't have and never had is to get checks and mail it to them I am totally frustaited with this hole thing
|
| 01/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
Hello. I was trying to access my funds and my card declined on XX/XX/XXXX at approximately XXXX. I called the bank ( USAA ) and a representative told me my card was not blocked and to try to make a purchase again. She stayed on the phone with me and she witnessed that my card was declined again. She said it may be the card reader and she told me to try a different location. After having my card declined again, I tried to withdraw funds from an atm machine but to no avail. I called back and explained to XXXX that I am trying to access my funds. In the midst of her asking me a few questions, I began to lose phone connection and I asked her to give me a call back. When she called back, the phone rang once before disconnecting. I called back and spoke to XXXX. XXXX was not very helpful. She asks me why I was sending and transferring money. I told her it is time to pay rent and bills, i should not have to explain why Im moving my own money. She then asked Are you aware that it may take up to 10 days for a cashiers check to clear. I told her I am not aware and I do know that ; I told her I can spend my money any way I choose to. She asked me why I made XXXX transactions right after a deposit was made. I told I her have to pay bills and I do not dictate how she spends her money so I demand the same respect. She placed me on hold for a few minutes and when she returned, she stated that my acccount will be disconnected and I will owe and negative balances and she spewed out more info before she abruptly hung up. I do not understand why my account is being closed ; I did not get a chance to ask any questions. I feel discrimabated against, I received money from a sales transactions and I feel like USAA is withholding my funds. I have been a loyal consumer for years and I feel that I was pushed aside.
|
| 08/08/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
USAA Savings Bank is reporting incorrect information on my credit reports. I sent a certified letter with return receipt which they received on XX/XX/XXXX. This letter was asking them to verify the accuracy of this account, and to provide me with anything bearing my signature. By law they have 30 days to provide me with this information and if they can not provide evidence bearing my signature they must contact all credit reporting agencies and delete the item. They did not verify account. I pulled my credit report and noticed the item still being reported. In addition to not providing evidence bearing my signature, they did not contact the credit bureaus to annotate that this account is being disputed within 30 days. They have already broken the law according to FCRA & FDCPA. I gave them a second chance and sent them a letter which they received on XX/XX/XXXX. In this letter I reminded them how they have already broken the law, but if they simply have the credit bureaus remove this item, I will not pursue legal action. They still did not verify the accuracy of their reporting, they did not produce proof displaying my signature, and they broke the law by not notifying all 3 credit bureaus to mark this account disputed within the required 30 day period. Im going to give them another 15 days and if they do not contact ALL credit bureaus and have this account deleted. I will pursue legal action. I would be seeking a minimum of {$1000.00} in damages per violation for : Defamation Negligent Enablement of Identity Fraud Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 )? Violation of the Fair Credit Reporting Act ( including but not limited to Section 623-b ) If they remove this item, I will not pursue legal action and i will remove this complaint.
|
| 09/23/2016 |
Yes |
|
- Unsolicited issuance of credit card
|
|
Web |
Older American |
|
On XX/XX/XXXX I received a letter from a XXXX XXXX XXXX, Executive Director, Member Debt Solutions, USAA Federal Savings Bank, that payment on my USAA credit card account ending in XXXX was past due and I owed {$39.00}.
I thought this was a problem because I do not currently have a USAA credit card. Over a year ago ( XX/XX/XXXX ) USAA decided to transfer all of their credit card accounts from Master Card to Visa. Since I had not used the USAA card in ten years I chose not to activate the Visa card they offered, leading me to believe that I did not have a credit card account with USAA as I had not authorized issuance of a new card account.
When I called regarding XXXX XXXX letter I was informed that my current USAA Auto Insurance bill had been charged to the Visa card that USAA had offered but I had not activated. I had not received notification of that charge nor did I authorize the charge. Yet it was still charged to the card that had not been activated. ( Attached is a screen shot from the my online account record indicating that as of XX/XX/XXXX the Visa account had not been activated. ) I am wondering how a bank can charge a credit card the account holder has not activated. USAA claims they just " transferred the XXXX XXXX '' account. This feels to me like they opened a new credit card account without my expressed permission and then started charging that account without my permission. As a consumer these actions feel very much like what happened at XXXX XXXX - the bank opening accounts without the account owner 's permission.
I paid the outstanding auto insurance bill in full as soon as I realized what was going on AND the late payment credit card fees that USAA added on to it. I would like USAA to refund the late fees and remove 'late payment ' reports from my credit report.
|
| 08/23/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I received two phone calls back to back from " USAA '', I answered the third call where a professional man greeted me and told me he worked with USAA in the fraudulent team. He said I had 3 pending charges in NC and SC and needed to verify my identity/charges to prevent the potential fraudulent charges from occurring. The first charged in NC he said was for {$900.00}, the second one was from a grocery store ( XXXX XXXX I believe ) for roughly {$500.00}. I confirmed those were fraudulent and confirmed I have not been traveling and was located in XXXX. He asked to verify my online ID and I gave him the wrong one which he informed me his system did not recognize that and I found the correct one and gave him that. He then asked for my password and that is when I questioned him and told him I've had previous fraud notifications on my phone and calls from the fraud department and they never asked for my password why was he now? I was busy multitasking with work at the time so wasn't thinking straight and he never answered my question just reassured me he was who he said he was. So I gave him my password and he sent a login verification code to my phone as he was logging into my account. He mentioned a {$5500.00} wire transfer was going to hit my account for the hardship the fraud has caused, but it would be taken out within 30 minutes. While on the phone he deposited {$4900.00} into my savings account. We got off the phone, and I noticed shortly after {$5500.00} was taken out of my savings account and I called USAA immediately to see why they took out more money than they deposited in and realized I was being scammed at this point as they drained all 6 of my accounts transferring money out through XXXX. USAA submitted a report to their fraud department, and we should hear back with 3-5 days.
|
| 01/11/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
In XXXX I applied for the pandemic forbearance program with USAA and XXXX XXXX, d ue to the Covid-19 shutdowns. In XXXX I started the loan modification process, and provided USAA and XXXX all of the requested documents at that time.
Since XXXX I have received numerous requests for additional documentation. The majority of these requests have been for the same documents within days of each other. For example I received request for my business P & L statements on multiple occasions within a day sending the document. At one point I had submitted the detailed P & L statement 4 times in 6 days. As well as a complete detailed payroll report from my payroll provider. On multiple occasions I have requested status updates, and inquired as to how I may supply USAA with any additional documents in order to facilitate the modification process. I received little or no communication other than additional requests for the documents I had just submitted the day prior. I have also received at least 3 notifications for them stating that all the documents were received and the application was under review, only to then receive additional requests for the documents already submitted. It is my belief that USAA and XXXX are trying to intentionally delay the modification so as to reach the expiration date of the forbearance in order to force a lump sum payment or foreclosure on my home. I also believe that this intentional act is a scam perpetrated by USAA and XXXX in order to foreclose the property in order to sell it at a profit as it has increased in value dramatically since purchasing the home. If this is the case I am concerned that in markets where housing prices are increasing dramatically, and a shortage of available homes exists, That USAA and XXXX are doing this to many more veterans than just me.
|
| 07/06/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/2019, I received a XXXX Payment of {$350.00} from XXXX. Funds were instant and all was well until XX/XX/2019. There was an unrecognized charge of {$350.00} labeled as Misc Debit. I assumed this was a XXXX payment reversal so I contacted USAA to fill out a research form to provide me more information it as there was no information on the charge.
I let time pass and I accepted my loss and had moved on, however recently I wanted to understand what the charge was for so I contacted USAA on XX/XX/2019 and started a call with them at XXXX XXXX EST. The rep was very kind and assisted me in getting senior specialists to assist in determining what the cause of the charge was. They spoke with their executive big boys/gals and they stated that they were not able to determine the cause of the payment debit other than related to a transfer. They stated if it had been a XXXX reversal it would be stated as XXXX reversal. Informed that in order to look into it further I would have to get a court-order subpoena to have execs provide internal information as to why my account was debited {$350.00}.
So here 's the bottom line, USAA admitted that it was not a XXXX payment reversal. Stated that there were no disputes received in regards to the XXXX payment of {$350.00} and that they're unable to provide any further information as to why my account was debited {$350.00}. I do not wish to classify this as an unauthorized charge, but I would allege that it is until USAA is willing to provide accurate information. I trusted USAA to protect my assets and at the drop of a hat {$350.00} poofs and 0 explanation can be given.
USAA is a great company overall when it comes to my banking needs and would not choose another bank, but the future looks grim if they lose track of their customer 's finances.
|
| 07/18/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I processed two payments through outside merchants. One in the amount of {$220.00} with XXXX XXXX and one in the amount of {$72.00} with XXXX XXXX. These payments were processed via my checking account online through their websites. The payments processed twice in error. I was not aware that the payments processed twice until they posted to my checking account on XX/XX/2018. I contacted my bank USAA and advised of the error and they opened a dispute. The first representative I spoke with told me in 2-3 business days they would submit the dispute through the merchants and I should show a credit for these on my account. No credit posted. I contacted them back and spoke with a team member in disputes who then told me that there is no guarantee that my account would be credited and if the merchant does not agree then they will not credit me my funds. I spoke with the merchants who are advising they can not reverse the payments and that I need to dispute through my bank. My bank tells me they also can not stop payment or reverse the payments because they have already posted on the account. I explained to them that if we are unaware that a double payment processed then we can not dispute prior to the check posting. We don't see pending checks. They don't show until posted. USAA refused to assist with reversing the incorrectly posted payments and advised that I would just have to wait and see if my funds are reversed by the merchants. I already know they will not be because the merchants advised me of such and now I am out {$300.00} that was supposed to go to my Childs daycare this week. Now I have incurred late charges. My husband and I have been with USAA for over 5+ years with our checking/savings and credit card account. I am very dissatisfied and disgusted at what is happening right now.
|
| 06/26/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
|
|
USAA staff advised us on XXXX, in XXXX separate phone calls, that USAA is now permitting all fraud activity on their members ' cards to be handled by a fully automated system. USAA further advised us that this system is completely autonomous and there is no human oversight or control. Therefore members ' cards will be subject to hold and suspension with no known cause or effect. This will cripple business and personal activity of those members who can now not rely on the availability of the credit and purchasing power given to them under the card members contract with USAA.
This violates the following : USAA card member agreementState lawFederal lawTruth in lending lawFederal law governing internet and on line treansactions Personal civil rightsWe require USAA immediately reinstate a manual control over their fraud alert issues of all card members accounts before serious retribution and/or risk to USAA employees and public safety that could result in loss of life is reached.
Under this current situation we have been forced to suspend all state to state travel as we can no longer depend on our credit cards being accepted at all locations we use for purchases to conduct our day to day business. As USAA can not know when, or for how long, or for what reason, alleged fraud activity by their automated system would shut our cards down ; we are forced to suspend operations. We can not jeopardize our staff, volunteers, or clients to the risk of an ambiguous automated system that would result in our staff, volunteers, or clients being held hostage by an out of control automated system. USAA 's unwillingness to correct this matter and provide proof of cause and effect is a form of extortion and could be considered an act of terrorism against us - a religious based operation.
XXXX XXXX, Va.
|
| 10/21/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
For over a year I have been trying to get resolution for my auto loan mishandling of the title through USAA. I was purchasing a vehicle from my mother. USAA had released {$6000.00} to my mom while she was still in possession of the title, leaving the loan unsecured as I was was stuck paying a car loan in which I could not register or insure. The bank should have taken care of getting the title within 30 days from my mom and issued a memorandum title for me to register the vehicle. Instead I was being harassed that they still had n't received the title. I am the buyer, not the seller. Why was I getting bothered with, " where is the title '', when USAA had released {$6000.00} to my mother ( Seller ) without making sure they had the title in their possession. I was never given a memorandum title and I have been stuck in limbo paying for a car, because I did n't want to affect my credit, I ca n't use. The whole deal should be null and void because of what USAA has done.
Around XXXX my mom had finally given USAA the title after months of trying only for her to send the title to me with corrections which the DMV would n't take. Due to the strained relationship with my mother and the relaxed attitude to get a replacement title, we had made an agreement with my mom that she was going to take the car back because she did n't want me to have the car because I was no longer family. After USAA being notified that my mom was going to take the car back, USAA and my mom 's shady dealings behind my back left me in my predicament of being left with an uninsured and unable to be registered vehicle.
Even now that that USAA has gotten the title they have n't sent a memorandum title. I believe they realize they have messed up and are wanting me to ask for the title, so that they are legally protected.
|
| 08/28/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
|
|
I received a pre-approved offer from USAA on XX/XX/XXXX for a XXXX XXXX XXXX XXXX XXXX which included a {$200.00} reward bonus after making 12 qualified purchases byXX/XX/XXXX as well as 0 % APR until XX/XX/XXXX. I applied for the card, and after a long and tedious approval process due to errors on their part, I received the card around XXXX. I made the 12 qualified purchases byXX/XX/XXXX, and confirmed as much prior toXX/XX/XXXX. I received an email onXX/XX/XXXX stating the deadline for completing the 12 purchases had been extended toXX/XX/XXXX, all emails from them with this offer stated the {$200.00} cash reward bonus would be credited within 90 days after the end of the promotion. I called in XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX, andXX/XX/XXXX inquiring why I had not received the {$200.00} cash rewards bonus. I opened several " tickets '' with them, and was finally told inXX/XX/XXXX that several people who took advantage of the promotion had not received the bonus and that it was a " known issue '' that they were working on and did not know when it would be resolved. I tried calling again inXX/XX/XXXX and got the same response. It is now days away fromXX/XX/XXXX, 9 months since the original promotion ended, and I still have not received the {$200.00} nor do I have any indication when the money will be received. USAA has confirmed repeatedly that I am owed this money and that I upheld my responsibilities in order to be eligible to receive it, and I have supporting written documentation from them to prove that. As such, it feels as though I was misled through false advertising along with several others who have not received this money. I have tried contacting them to no avail, including speaking with their executive resolution team, and feel I have no other choice but to involve CFPB.
|
| 04/03/2017 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
|
|
On XX/XX/2017 I went to USAA Financial service branch located in XXXX NC to make a deposit into my savings account. I used their owner operated ATM I believe it was # XXXX located outside of the front door depositing a check in the amount of {$10000.00} the ATM allowed the check to go all the way in the slot but did not seem to take hold of it. I was unable to retrieve it as there was not enough available to remove it so I used an envelope I had to push it in a little more, it then grabbed the check and the envelope moments latter spitting the envelope out. No check the transaction was cancelled by the ATM. I immediately contacted USAA finally after speaking to Deposit Executive Resolution Team was told they would put a rush on it and money would be placed in my account on hold. Today no money was in my account. I called today as was told it would take up to 72 business hours to resolve the issue. I told them this is not acceptable this is an ATM at their financial location owned by them a location they are planning to close at the end of the month and while I was sitting there on Sat other clients told me the other ATM were not working. So it seems they have made a conscious decision not to maintain these ATM 's and I am being punished for their poor maintenance and horrible customer service. the case # XXXX. I asked 4 times to have their security people contact me and have not heard from them I was told by XXXX today that they can not make phone calls??? What ever that means. I want them to preserve the video tapes and all the ATM records I also asked for written records of this claim and was refused I find that highly suspect.
This issue should have been resolved this AM when the branch opened however I have been told they require 72 hours that is their process. More like abuse.
|
| 06/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
I recently filed 3 disputes with my USAA bank due to my account through USAA being hacked via XXXX, which is linked to my checking and savings account. There was a transaction of XXXX dollars sent via XXXX to a person whom i do not know and another of XXXX dollars again to a person I do not know. The names were of unidentified people, people I never had contact with or met. I explained to my bank on the first dispute on XX/XX/2023 that my XXXX account had been hacked and on the second dispute filed on XX/XX/2023 after my first one was denied I submitted proof that my XXXX account had been hacked by sending them messages sent to me by family and friends showing my account was hacked by someone asking for money. I completely lost all access to my XXXX account and had to ask people to report the account so it could be removed completely. On my XXXX account I used XXXX XXXX and had my accounts linked. I also asked the representatives at USAA to allow me to speak with a fraud specialist that would review my claims, they told me they couldnt connect me to one but would note in the claim for them to call me. Throughout all of my disputes I was never called once by any fraud investigator, they also never gave me a clear answer as to why my claims were denied. I had XXXX dollars total sent from my account, I have a family, I had XXXX in XXXX and the XXXX dollars is important to me. I have felt like USAA was not taking my claim seriously and stated that nobody could get into my account but I endlessly tried explaining they could due to my account being linked on XXXX XXXX. I have tried everything I can and am trying my best to keep fighting for my money back. This has all caused me to be overwhelmed and sick in my stomach. I would appreciate any help I can get and I appreciate it in advance!
|
| 11/14/2020 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/2020 at XXXX XXXX I called USAA Bank to file a claim on an unauthorized transaction using my debit card that posted on XX/XX/XXXX for {$71.00}. I already canceled my debit card. Got a credit while claim is in process.
XX/XX/2020 XXXX XXXX Got a call from a representative of USAA asking me what happened with that transaction. After explaining I was told it was filed as a dispute claim should had been a fraud claim. I told her I just called in and representative filed the claim I have no idea was the wrong one. She said credit will be reversed and I should see another credit under fraud instead by XXXX XXXX Credit was taken back on XXXX XXXX 2020. No credit was reissued.
XX/XX/2020 XXXX XXXX Called to asked about status of claim. Was told I should had the credit already. Representative review acct and said could see notes. To give 3 to 5 business days and I should see credit.
XX/XX/2020 XXXX XXXX Called again to check on status and credit. Representative said she can see notes. Put a work order to get credit should take 7 to 10 business days.
Absolutely unacceptable is I have to keep waiting and calling after a month of calls going back and forth and this is not free money. Hard earned money not XXXX cents or XXXX dollars but {$71.00} that I could pay a bill with. Besides another issue that havenr been resolved either. I cant access my insurance yo make payments this has been going on since XXXX. No resolution either and here I am can't make my payment. Already missed a payment arrangement because of this on my car insurance. I dont like to give my card or acct info on a call to a person. I prefer doing it thru website of the bank. I cant even use bill pay option either. Again another issued mentioned on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and still nobody knows why.
|
| 03/13/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Older American, Servicemember |
|
Re : Feedback, XXXX, USAA ( XXXX credit card ) Interest dispute : Interest of {$5.00} occurred as a result of USAA failure to provide billing statements as reported to USAA in complaint. All interest an fees were to be removed to this lack as reported in complaint. Complaint contains name and date of my talk with USAA rep. Repeated calls to USAA requesting copies of statements were ignored for months. Finally USAA provided the statements for review for accuracy before payment. Payments were late due to USAA 's failure to provide statements in a timely manner. Many phone calls were made to USAA. No one had taken action to resolve the problem. I had informed USAA that payments, including the {$160.00} payment could not be made until I received the statements. The reps understood this. Payments due were paid in full. The {$5.00}. should not have been billed.
As to credit limit, I repeat that I never received USAA ' letter and nor otherwise informed of the reduction from {$20000.00} to {$2500.00}. Repeated phone calls to USAA requesting a copy of the letter were ignored. Even after the complaint USAA saw fit not to send a copy of the letter.
USAA sent a negative remark to the Credit Bureaus resulting in at least a 26 point reduction in my score. Apparently, USAA reduced the limit based on the late payments caused by the company. Such action is unacceptable considering the facts. USAA never provided the " Remark '' sent to the credit bureaus upon my requests. delayed payments were due to USAA 's long delay in statements.
As to contacting " staff : '' staff has not been cooperative in resolving either issue. Simply put, it's a waste of time. Note that USAA would not send me letters in reply to mine, but provided CFPA a broad statement that could have been given to me 10 months ago.
|
| 02/24/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I am XXXX XXXX XXXX that works for a company that helps victims of ID Theft to clear up fraudulent matters. I obtain a Limited Power of Attorney in order to help these vicitims clear up fraudulent matters. I disputed an account last year with USAA for one of my members. We were advised last year the account was cleared. This year it got sent to collections. After spending more than three hours on the phone USAA advised today the account was in a charge off status not a fraud status. I tried to work with the fraud department today to see if we could get the status corrected. USAA could verify my POA On file, but insistied they would not talk to me unless I provided my PERSONAL social security number and date of birth for verification purposes. I told them I was not related to the member, this was n't my account and for security purposes I was not comfortable giving them my social. They said I had to, so I made up a number and told them I was doing so. Then they tell me they have access to background information and the number did not come back as valid and they would not talk to me. I never authorized them to check background information on me. I never authorized anything. I cant believe for security reasons a fraud department is asking for social security number of PROFESSIONALS not financially obligated to the account. This needs to be stopped and now we ca n't resolve a fraudulent account which is against FAIR DEBT COLLECTION Practices and their regulations because I wo n't give my social. The client, is hard of hearing and ca n't speak. HIs wife, handles all the financial affairs. They wont talk to her either. The member signed a power of attorney so that I could help him and I cant. I went to XXXX at USAA dept supervisor and she refused to find a different way to resolve this.
|
| 01/11/2024 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
|
|
On XXXX XXXX XXXX I made a contribution to my XXXX account. This contribution was initiated from my USAA checking account for the amount of {$220.00}. The money left my USAA checking account via transfer. The transfer confirmation number is XXXX. As of XX/XX/XXXX, the money is still not in my XXXX account, is withdrawn from my USAA checking account, and is missing. On XX/XX/XXXX, an XXXX representative stated there were no pending incoming transactions from my USAA checking account. She stated she would do some research and " try '' to call me back by the end of business that day. No call was received. She insinuated no transfer was made, or that I had made an error. That same day USAA opened a non merchant deposit dispute case to investigate the current status of these funds. They confirmed the XXXX account number and confirmed that the transfer had been completed. The case ID is XXXX. On XX/XX/XXXX, I faxed a letter to XXXX and to USAA detailing the events. On XX/XX/XXXX, USAA confirmed receipt of the fax. That same day I called XXXX again. " XXXX '' stated she would reach out to XXXX XXXX and call me back in XXXX business hours. No call was received. On XX/XX/XXXX, I called XXXX a third time. " XXXX '' stated XXXX hadn't heard back from XXXX and didn't know when she would hear back because it was a " busy season ''. I asked XXXX to check to see if my fax had been added to my file. She placed me on an extended hold, came back, and said she'd look later and follow up via email. USAA representatives have confirmed the transfer was debited from my account on XX/XX/XXXX and transferred to the correct XXXX account. XXXX has not received my money and has not shown a sense of concern or urgency in resolving this matter. Your assistance is also requested in resolving this matter.
|
| 04/29/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Let me start out by saying that I love USAA bank and even after what has happened will probably continue to bank with them. I am just shocked by what happened. On XXXX XXXX XXXX I reopened a checking and savings account that I previously had with USAA. I have been a member since XXXX . Upon opening the account I also opened a Secured XXXX Credit Card account that is attached to a CD. I deposited {$30.00} in checking and {$30.00} in savings. On XXXX XXXX XXXX , I noticed the money I had deposited into my checking and savings was gone and my checking and savings account had been closed. I contacted USAA and was advised by a service rep that I had a balance and they took my money. I then advised the rep that I filed a bankruptcy in XXXX with USAA listed for banking and auto/Case XXXX . The rep advised me that upon opening my account I signed some type of disclosure statement indicating that they could collect any money owed. I was never notified that I owed anything to USAA after bankruptcy. They have never contacted me about any debt which I thought was normal due to bankruptcy. I was shocked to know that they took my little bit of hard earned money right out from under me without any notification. Because I love the bank so much I probably would have still just paid the balance and reopened my account at a later date if they informed me of what was going on. I feel like I was misled and was saddened to know that USAA would allow something like this to happen without any notification to me, the consumer. Why even allow me to open an account if I owe a balance. Just really disheartened that this has happened. I am trying to rebuild my credit and buy a home. USAA was going to be my bank where my savings would go. My first {$30.00} towards savings is gone.
|
| 08/20/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
USAA servicer provider for mortgage is XXXX. XXXX automatically enrolled me in a loan modification program. This program was later explained to me as only to lower payment nothing else will change. At that moment I asked for XXXX to send me paperwork. The paperwork that was mailed and arrive some timed in late XXXX. I quickly read the paperwork because my wife and I were XXXX XXXX XXXX XXXX and we had so much going on. I signed and sent the paperwork back to XXXX, after some more careful thought I changed my mind and called XXXX TO CANCEL THE PAPERWORK. They assured me they would cancel it and resume original payment amount. What happened after that was XXXX block my online access and over the phone to make any payment. XXXX I received a called from a Veteran Affair mortgage representative asking if I am ok financially, I stated yes and explained the issue that I have with USAA ( XXXX ), With the VA help we were able to get to the bottom of the issue or so we thought. XXXX stated it was a miss communication and if I made up the payment they would fixed everything. Well during that time I checked my Credit score and XXXX reported me to credit report for being delinquent for the time they blocked me from making payments. XXXX assured me they would fix that, but they never did and now they told USAA CEO office whom I contacted to resolved this at the lowest level. Stated because I made those payments, that I am now stuck with the bad report. Because of the loan modification that i never agreed to. So how XXXX loss all phone transcript and told USAA a lie that even though I canceled the paperwork because I signed it originally that I have to be subjected to the bad report, I asked USAA how is that FAIR practice? So I am filing this complaint so this does not happened to anyone else.
|
| 08/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
Earlier this year I opened a complaint against USAA with the CFPB. Complaint number XXXX. I was notified by email on the XXXX of XX/XX/2022 that i would be contacted by XXXX XXXX XXXX regarding the resolution by USAA. On the XXXX XXXX XXXX called me approximately XXXX or XXXX minutes after XXXX central time. I was informed that I would be receiving a reimbursement for the fraudulently endorsed and deposited checks, totaling {$2200.00}, and that it would post to my savings account within XXXX business days. I called XXXX XXXX and USAA again the XXXX of XXXX recieving conflicting information from the bank 's representatives. Some said that i was getting nothing and to forget matter. Others when shown the answer from USAA to the CFPB stating that they were going to reimburse me as i had obviously never seen nor signed nor had anything to do with the checks that were stolen and fraudulently endorsed and deposited by my estranged wife and her family. I am now being told by USAA that I am not going to be receiving any money for the fraudulent check endorsements and deposits. Despite them telling me and the CFPB they are making me whole they are infact trying to make themselves look good and then reversing their decision in the most dishonorable and dishonest way imaginable. They are already 5 days past due with the deposit i was notified would be no later than the XXXX. As a result of their failure to keep their word i have been rendered homeless and my phone is cut off. I have expended an additional $ XXXX in moving and lodging expenses because of their shameful and dishonest actions involving my reimbursement. I wish them to make good on their stated intention to reimburse me the {$2200.00} as well as the other moneies expended by me resultant to their failure to keep their word.
|
| 08/14/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
My spouse and I applied for a home loan through USAA. I am a mobilized reservist currently on active duty. USAA issued a pre-approval letter and based upon that we looked for and found a home that meets our needs. We made an offer, which was accepted and currently are under contract to purchase the home. USAA had pre-approved us for {$250000.00}. The purchase price for the home is approximately {$230000.00}, well under the pre-approved amount. USAA subsequently rejected our home loan application and denied credit. However, during the application process, they provided a completed application form with incorrect data which we were advised by the loan processor to change and re-submit which we did. Also during the application process, the loan processor referred to us by XXXX different last names and provided a response that related to another person 's account, to include data related to that person 's home loan application. We provided all documents and information requested by USAA timely and completely. At the time of initial denial we raised concerns and asked for reconsideration. They reported to us that they re-looked at the loan then responded with a third reason for denial. However, at no time did they provide information with regards to the data they were using and whether it was correct. We have serious reservations as to whether they ever used the correct data to adjudicate our loan application. We also have concerns that they may have confused our account with another in light of the emails we received for other account holders. We also have yet to receive a written notification of denial, only XXXX informal emails. USAA representatives, to include management, are now unresponsive to any of our concerns despite professional and polite emails raising these issues.
|
| 08/14/2023 |
Yes |
- Debt collection
- Other debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
|
|
In XXXX, I purchased XXXX XXXX XXXX and covered that property with a homeowners insurance policy administered by USAA. The home was sold in XXXX, XXXX and USAA was informed. Unbeknownst to me, USAA maintained coverage on that property and charged me monthly premiums. I did not discover that they were double billing me for property insurance until XX/XX/XXXX. So, I immediately called to confirm and cancel the insurance. They verified sale of the home and stated that I would receive a refund for all payments ( without interest ) within 30 days. I called on XX/XX/XXXX to check on the status of my refund. The call taker stated that my backdating was under review and again stated that the process could take up to 30 days. I did ask for confirmation about how much was due and she stated that she was unable to confirm the amount. On XX/XX/XXXX, I still had not received payment. So, I called at XXXX to check the status since the delay was now beyond the promised 30 days. This caller stated that XXXX ) the XXXX refund had been applied to my other insurance products without my consent because the DOI requires this, and XXXX ) despite requiring remission to other policies, she could have that rescinded upon my request. This makes no sense because I, as a consumer, have no authority to contravene a supposed law, should one actually exist. Furthermore, she stated that once the XXXX and XXXX policy years had been approved ( which they still had not, beyond their 30 day deadline ) she could have paper checks issued in XXXX billing cycles. USAA has been digital for nearly XXXX decades and I have several bank accounts with them. USAA has been fraudulently and deceptively holding my funds without disclosing the full due amount and without a clear process for returning my interest free loan.
|
| 02/12/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX USAA makes statement : Temporary credits were applied on time no delay NOT TRUE. See statement of XX/XX/XXXX. XX/XX/XXXX {$210.00} XXXX XXXX XX/XX/XXXX XXXX XXXX Credit from merchants are the ONLY CREDITS shown on statement of XX/XX/XXXX. There are No Temporary Credits or Permanet Credits from USAA XX/XX/XXXX. KINDLY NOTE USAA CLAIMSl the TEMPORARY CREDITS Not MADE Permanet are Permanet. USAA LIES TEMPORARY CREDITS NEVER GIVEN for XX/XX/XXXX Fraud claim date. See letter of XX/XX/XXXX. It took 2 years to discover USAA MUST MAKE TEMPORARY CREDITS PERMANET as letter XX/XX/XXXX explains. No wonder all my fraud credits kept disappearing like {$2600.00} other credits vanished XX/XX/XXXX Temporary Credits do not apply UNTIL MADE PERMANET. WOW Now USAA uses the temporary credits ( not made permanet ) converting all temporary credits into PERMANET CHARGES OF NEW PURCHASES CREDIT REVERSALS claiming 2 credits as merchant paid. How can USAA reverse credit NOT GIVEN because not made permanet to apply to balance. THERE ARE NO PERMANET USAA CREDITS FOR FRAUD REPORTED AND there are No temporary credits posted timely XX/XX/XXXX for the claim date of XX/XX/XXXX. USAA sorry, but that is a lie and there are XXXX many more credits never made permanet. Also I spoke to XXXX, XXXX, XXXX, XXXX, XXXX at gr8 length. I explained. I have XXXX with ADA tools of talk back screen reader and scanner. USAA tech will have to fix why USAA web and USAA mobile app do not hook up. I am able to access CFPB and FTC & Ideninity Theft.gov. I do not know a lot about tech but am ready to perform any hand movements that ARE NOT HAZZARDOUS TO MY XXXX, HOWEVER ; I DO NOT WANT TO CONTINUE A RELATIONSHIP WITH USAA DO NOT SEND ME ANOTHER NEW CARD USAA has a responsibllity to provide access and options for XXXX.
|
| 07/11/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
My balance due was {$850.00} and my minimum payment was {$19.00} due on XX/XX/XXXX. I had previously initiated a balance transfer, but in the meantime had paid {$19.00} to insure no late fees would be assessed. I also made two individual purchases ( {$15.00} and {$5.00} ) so as to hopefully have no balance. Two days later, the bank USAA received the balance transfer of {$850.00}. This actually resulted in me owing XXXX cents. I attempted to pay this balance on the XXXX of XXXX -before the closing date on my account. The system would NOT let me pay the remaining amount of XXXX cents.
I called USAA on XX/XX/XXXX once again trying to pay the XXXX cents it said I owed. the representative could not help me. The representative suggested I go buy something in order to pay the balance ... this was NOT my goal.
One day later, XX/XX/XXXX, I noticed a charge of {$16.00} has been added to my account. I called USAA to get clarification.
They said it was because I still had a balance on my account and the interest was calculated on a daily amount.
I am at my wits end with talking to USAA because from a consumer perspective if a bank says the statement balance is a specific amount, it leads a consumer to believe if they pay the entire statement balance then the account will have no balance!!!!!!
This apparently is not true. I'm not understanding WHY, if I made every attempt to pay the entire balance, would I still be charged the interest. It's like double dipping. You pay the entire balance, but the bank still assesses you interest. If that is the case, then the billing statement needs to have an addendum " Even if you pay the entire amount due on or before the due date, interest has NOT been applied to the balance on your statement, and you will still be required to pay interest ''
|
| 10/12/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American, Servicemember |
|
USAA sent me an American Express credit card that I did not apply for in XX/XX/XXXX. I called to let them know and they said it was taken care of. XX/XX/XXXX I received communication from USAA regarding the address on my XXXX account so I called again on XX/XX/XXXX and after multiple phone transfers including a fraud specialist ( XXXX ) and someone in XXXX XXXX ( XXXX ) I was told again it was taken care of. XX/XX/XXXX I received communication from USAA regarding New Benefits applicable to my credit card so I called again. I did not note the name of the person i talked to but was assured the account was closed and the only mail going forward would be in regards to the account closing or fraud. I was never informed that charges had been made to the card or that there was a balance. I also did not receive any statements for the credit card. XX/XX/XXXX I received a call from a collection agency regarding my USAA Credit Card account with a balance of {$9800.00} that had been " charged off ''. The collection agency indicated there was a Florida address connected to my account and I have never lived anywhere in Florida. I called USAA again and after XXXX hours on the phone and talking to XXXX different people it is still not resolved. I have tried to log into USAA online to change any password information and the account is locked. This debt is on my credit report and it is not mine. This account was opened fraudulently in my name. I have frozen my credit reports to prevent further fraud. This fraudulent account needs to be removed from my credit report as it is having a negative impact on my credit. I have filed a report with the local authorities and my identity theft insurance. I have received nothing from USAA to even indicate that they are investigating this situation.
|
| 01/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
i am writing to request your assistance in obtaining why USAA is refusing to return funds they ( USAA ) have blocked from my XXXX XXXX accounts. USAA has unfairly deemed that I knowingly participated in a 1st person fraud. As stated in all my statements, i was a victim of a cloned phone showing the USAA callback logo and account take over ( XXXX ) on XX/XX/2022. On XX/XX/2022, I moved funds from USAA to XXXX XXXX for safe keeping until USAA could guarantee the account ( XXXX ) was safe from fraudulent activity.
I have attempted on multiple occasions to inform USAA that XXXX XXXX has locked funds that i transferred from USAA. The USAA XXXX have repeatedly told me that USAA does not contact third party banks. I presented this information to XXXX XXXX and XXXX XXXX informed me that USAA contacted them ( XXXX XXXX ) on XX/XX/2022 via phone and via letter on XX/XX/2022 to lock my XXXX XXXX accounts. As of today, XXXX XXXX told me that a USAA representative XXXX ( XXXX ) XXXX XXXX contacted them ( XXXX XXXX ) informing them not to release the funds to me. NOTE : I was contacted via phone by a so called XXXX XXXX XXXX XXXX with an XXXX accent with a Texas number.
USAA is no longer suffering a financial lose after the movement of the {$5000.00} USD to XXXX XXXX. As noted on the USAA attachment, my bi monthly salary deposit covered the lose caused my the returned {$5000.00} USD draft that I had no knowledge of until after the draft was completed.
I am begging that XXXX XXXX and USAA can come to realization that the money that is being held by XXXX XXXX by request of USAA is in fact my money not money manufactured by the fraud. Additionally, I have requested multiple times that USAA fraud contact me thus far USAA fraud has not contacted me now provided a number to contact them.
|
| 03/23/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Bad Customer Service and Withholding of funds due to the mistake in calculations and inexperienced representative ( s ).
On XX/XX/2017 I provided Proof of HO Insurance to the USAA representative. Same date I was advised that my escrow wil be recalculated and that the check with the amount to pay for the insurance will be sent to the Insurance company. Immediately I contacted the rep and advised that I already paid the full amount for the insurance. Representative advised that the check was issued and they can not stop it and that I will need to get in touch with the insurance company to get my money back. This doubled my mortgage payment and took 60 days and still i have not received anything back.
I have been in contact with USAA representatives ( at least XXXX different reps ) since XXXX. Every single time i am told that the conversation was recorded and the records to my account were updated to recalculate amount and that i will receive information within 2 weeks. But every single time i called /wrote back, new representative asked the same set of questions and advised that this should be taken care of and will take another 2 week. I also have a string of e-mails reflecting the same. Escrow amount had to be recalculated 4 times because they kept making the same mistake. Once finally amount was recalculated and they figured out what they need to disburse back, the check never came. I was advised that it was issued on XX/XX/2017, but when i reached back on XX/XX/2017 i was advised that they can stop payment on that check and re-issue new one. I font believe that that check was ever sent. Again, the rep. advised it will take -3 business days to cut that check and another day for delivery. It has been over 60 days and no one even bothered to make sure it is prioritized.
|
| 10/08/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
USAA Bank has recently started putting unnecessary holds on my deposits. My only way of making my deposits is via mobile app. My employer does not offer direct deposit. Not every deposit has a hold placed on it, but the holds are typically a week. One hold was for about XXXX of my deposit. My deposits are typically more or less around {$500.00} per week. There are no logical explanations for these holds. I'be been told one reason was because of a nsf that took place in XX/XX/XXXX. I have also been told the reason was because of average balances. And the holds are not on a specific account since the same amount of hold is placed no matter which of my XXXX deposit accounts I deposit my check to. The holds are n't placed on every deposit. I have had XXXX within the last three months. I 'm sick of this! This is my money, I earned it! I 'm tired of the XXXX excuses! If the American working force can not have better control over their hard earned money, then perhaps we need to do away with banking institutions entirely. USAA is suppose to be a bank for veterans, yet this type of activity is nothing more than harassment. I have had, supposedly since they ca n't tell me specifics about XXXX, XXXX nsf transactions in the over four years i 've been banking with them. I have had only one hold placed on my deposit prior to the last three months and that was over three years ago. I keep getting told it 's now government regulation and that they are doing it to protect me. XXXX! And apparently I am not the only customer having this issue. I have spoke with several having the same or similar problem. I filed a complaint with the FDIC, who sent me an email saying they had forwarded my complaint to you folks. That email was received XX/XX/2016. I have yet to hear from you on this matter.
|
| 01/26/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
I work as a XXXX XXXX and needed housing for my upcoming assignment. I responded to an ad for housing in XXXX XXXX. I received a response from XXXX XXXX who was working with XXXX XXXX and XXXX XXXX. They sent me an application and an extensive rental agreement. They were very responsive initially. Before sending any money, I searched on google maps, found the advertised property and I searched all three names to see if any red flags came up. Nothing displayed. I subsequently sent {$1500.00} + XXXX deposit to reserve the dates. Unfortunately, my job pushed back my start date. Once I notified them of this, I was asked to send in another {$2500.00} to hold the unit for me. I was told that I would receive the keys in the mail. Well, prior to my move in date, they stopped responding to my texts and emails and disconnected their phone number. I then did a reverse search in XXXX, a different realtor came up for the same apartment complex.She told me that my name was not in their data base and the people listed above had stolen her listing information. I made payments through XXXX accounts : XXXX XXXX XXXX, XXXX XXXX and USAA. I was told that I should have known it was a scam and that I was responsible for sending the money. I was also told that XXXX XXXX has an account with XXXX XXXX XXXX. I don ; t understand why the banks would side with a scammer and not reverse the payments. I have proof of receiving the application, the rental agreement, the name and address of two of the scammers and phone number of the agent whose information was stolen, as well as proof of the money that I sent via XXXX. This has caused me to secure a hotel for 3 days and pay for another dwelling for my work assignment. I hope this can help others, but I would also like my money back. Can you help?
|
| 08/07/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I deposited a credit card courtesy check for {$5000.00} via mobile deposit to my XXXX checking account. The response I got via the app was that the deposit was not successful. I then deposited the check via a mobile deposit to USAA. That deposit was successful. On XX/XX/XXXX I received an email from XXXX stating that the deposit was successful. I immediately called XXXX and told them when the app said the deposit was not successful I had deposited it to another bank. XXXX said they would not complete the deposit. On XX/XX/XXXX I looked at my USAA account and saw that the {$5000.00} deposit to USAA had been reversed. I called and was told I could n't deposit a courtesy check into the account. They could n't tell me why. I believed at that point, that the {$5000.00} was not deposited anywhere and my credit card ( that the courtesy check was drawn on ) would n't be charged. Around XX/XX/XXXX I looked at my USAA account and saw that my credit card was charged the {$5000.00}. I spent the next 10 days or so trying to resolve the issue with USAA ( the bank the credit card was through ). Every time I received a different reason why I owed my credit card {$5000.00} yet had not received {$5000.00}. I finally spoke with a corporate person and she said USAA had paid the {$5000.00} to XXXX. I began calls to XXXX. They say USAA put a hold on the check and did n't pay it and they claim that when they call USAA their calls are n't returned. It 's been more than 5 weeks and I now owe {$5000.00} yet received nothing for it. Each bank claims they do n't have my funds yet the credit card side of USAA wants me to pay for the funds. No one will take my calls and I do n't know what else to do. I got as far as the executive level with each institution and still no resolution.
|
| 01/09/2020 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
USAA with Mortgage service company XXXX took a double payment with transaction record date of XX/XX/XXXX. I realize when I went to make my payment on XX/XX/XXXX for my XX/XX/XXXX due date it showed I owed nothing until XXXX. When I looked at the transaction records it indicated a double payment for different amounts then reversed then applied to the XXXX payment all for the same XX/XX/XXXX transaction date. This was NEVER brought to my attention as they explained their system did this AUTOMATICALLY with no knowledge of any USAA or XXXX personnel. My Bank account had $ XXXX removed and NOT returned until in XXXX when I brought it to their attention, then they still made more mistakes until I had to contact the President/CEO office of USAA to have them step in with their contracted service team.
It appears there is a programming issue with USAA / XXXX mortgage in the automatic processing and NON NOTIFICATION to the consumer/owner.
In essence they STOLE $ XXXX from me which is a FELONY in most circles yet NO ONE took ownership of the error or knowledge of it.
Their SYSTEM needs a FULL AUDIT conducted as they also could not confirm if this was isolated or other customers had been affected.
I want a FULL inquiry and report of the findings provided so they don't just push it under the rug and not make it public knowledge for any potential future class action lawsuits due to their mismanagement/oversight of their processing.
XXXX XXXX - ID # XXXX, Supervisor - XXXX XXXX, Managers - XXXX, XXXX, XXXX, XXXX XXXX at the XXXX TX XXXX XXXX, and XXXX at the CEO office need to be investigated and define their roles in this issue with XXXX at the end working to resolve but not providing results of internal breakdown and how I can be guaranteed that it will not happen again.
|
| 06/16/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
Since the first of the year for 2022, I was not working. My husband is a XXXX veteran. I did not start working till XX/XX/2022 for a temp agency ( which I am currently still working for ). I contacted USAA to let them know I had just started back working and we had exhausted all our means of funding ( including 401k ) to keep our bills afloat. I called them, to see if they could lower my monthly bill. My other credit cards gave me a fixed low interest rate for a few months, to help me till things got better. A representative at USAA told me they do not help or assist until your account is 3-4 months behind in payments ( which was shocking to me ). So I paid what I could during that time, and the balance continued to rise along with the minimum due. From XX/XX/2022 to XX/XX/2022 the minimum went from {$280.00} to {$1800.00}. I asked could they remove or not bill for the interest to help, all they did was cut the late fee in half to {$25.00}. It got to the point I was over my balance by {$1000.00} or more. So my husband had to go borrow off his credit card ( they gave him cash ) to pay USAA to help me get the balance down some. When I finally got the card under control, then they raised the interest rate. So now my minimum has gone up. This is ridiculous!!!
I just recently applied for a credit card with my bank to pay USAA off in full ( 0 % APR for 18 months of transfer balance ) the bank did not approve me for the full balance of XXXX. But someone at the bank accidently sent USAA {$1300.00}, so I called USAA to forewarn them, if they see the payment to NOT to accept it. They accepted it, which does not surprise me. My husband and I have been with USAA for yearssss. I would not recommend them to NO ONE!!! My bank is working on recouping the payment they sent in error.
|
| 04/07/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
Emails USAA RESPONSE UPON REQUEST XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX from me ( XXXX ) XXXX TO NO AVAIL***. USAA ACCESSIBILITY IS A JOKE. USAA IS VERY CRUEL. 35 YEAR XXXX MEMBER ABUSED. USAA ACCESSIBILITY COORDINATOR OPERATIONS. Email above XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX RESPONSE FOR MY CRY FOR HELP TO REPORT FRAUD IFTC ID.THEFT case XXXX. IS : *** " Thank you for contacting usaa. This email is for individuals with XXXX '' PERIOD NO ASSISTANCE FOR THE XXXX. XXXX USAA DENIED MY RIGHT TO REPORT ID THEFT FRAUD MAIL FRAUD XX/XX/XXXX - XX/XX/XXXX *** Three other companies have denied me credit due to USAA. NOT RESOLVING FRAUD. see attatched XX/XX/XXXX USAA FRAUD LETTER FRAUD CLAIM DATE XX/XX/XXXX {$470.00} ** Took a year to complete investigation of fraud XX/XX/XXXX. Letter XX/XX/XXXX states UNAUTHORUZED TRANSACTIONS {$470.00} temporary credits are made permanet a year later. ** THERE ARE NO TEMPORARY CREDITS TO MAKE PERMANET IN XXXX. NO NOTICE OF UNAUTHORIZED TRANSACTIONS I REPORTED XXXX, XXXX, XXXX, XXXX XXXX OR XX/XX/XXXX. USAA HAS IGNORED MY REQUEST FOR ASSISTANCE FOR MY SEVERE HAND XXXX TO REPORT FRAUD. USAA PERMANET FRAUD CREDITS NEVER PROVIDED. ** I HAVE NO ACCESS TO MY ON LINE ONLY BANKING. XX/XX/XXXX usaa gives me NO ACCESS WHEN I PHONE. My call password used to get me access. Today USAA DEMANDS I pay to have neighbor read my texts and write numbers down for me so I can repeat them to gain access. MY HANDS CAN NOT DO TEXT EMAIL VERIFICATIONS. Due to virus USAA calls me back at my phone number they send texts to verify it is me?? They returned a call to this text phone number so?? Huh?? Why doesn't that verify WHO THIS 35 YEAR MEMBER IS??. IT IS THE SAME PHONE NUMBER? CRUEL CRUEL ABUSE OF POWER NO ACCESS FOR XXXX. MY EXCELLENT CREDIT SCORE DESTROYED BY USAA.
|
| 03/31/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have been a member of USAA for almost 28 years. Yesterday, on my pay day, my wife and I were paying bills when we were asked to verify a purchase we made. We verified the purchase more than once with USAA and XXXX and the purchase was still declined. I then called USAA to advise them that the purchase was not fraudulent. While I was on the phone with USAA, with no notice, my account was placed into a " credits only '' status. Because I have recently transitioned from XXXX XXXX to retirement we are still making adjustments for a paycheck every two weeks to once a month. As such at the beginning of every month I have to pay all my bills, buy groceries, purchase gas for the commute to work, etc. I haven't a single dollar to go to the grocery store to purchase food for my family. I have a family of XXXX and this is just not acceptable. Additionally, because I was never notified I could not stop any online or automatic payments for my auto loan, utilities, water, Internet, cell phone, TV, etc. Now, the vast majority of these companies are going to charge me a fee for having declined payments. When it is all said and done the {$300.00} verified purchase we tried to make is going to cost me well over {$300.00} in declined transaction fees from all of my various attempted payments. I am being penalized for doing nothing fraudulent. My wife, XXXX kids, and I are going to suffer for attempting to follow USAA 's own company 's protocol by verifying the attempted purchase was indeed not fraudulent. Additionally, after 4 phone calls, and more than 4 hours on the phone, no one can assist other than saying I will have to wait 3 business days for this to be resolved. This happened on Thursday which equates to 5 full days that my family and I will be without money, food, gas, etc.
|
| 09/21/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
Servicemember |
|
In roughly XXXX of XXXX I had a existing credit card for home upgrades that I received through USAA that they solicited me to get instead of a home equity Loan. In XXXX of XXXX i lost my job and was trying to work with USAA on payments as well as my other creditors. When I lost my job in XXXX I called USAA and tried to work out a payment with them as I was going to be bind for a few months. They refused to work with me and wanted all the past due payments at that time. I did not have the money at that time to work them and I told them when they wanted to work with me to call me. A month later they called me and stated they wanted the entire balance in full. I told them that this was impossible and when they could work with me and I mean really work with me to call back.
I then started receiving collection calls and I told the companies the same thing as well as to send me documentation of the debt which I never received. At the middle of XXXX and through beginning of XXXX I started getting more collection calls and they were now stating USAA had sold them the debt. I thought this was odd as USAA should have filed a XXXX debt cancellation but I was getting these phone calls. I told the collection agencies to send me a letter and no one never did. I called USAA and they refused to talk to me and cut off web access to my account overview.
USAA is now trying to send a XXXX to the IRS for the year of XXXX taxes when it should have been done in XXXX as the proper discharge data for the debt. This is not right as well as selling the debt and then claiming it is theirs to discharge. For these reasons I am disputing the XXXX from USAA and need help as they will not talk to me or give me access to my account or other existing accounts which I am still making payments on.
|
| 12/27/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
XX/XX/XXXX at XXXX Was offered a Data Entry Job by XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX, WA XXXX.
Interviewed with supposedly CEO/Presiden XXXX XXXX XXXX The interver proceeded to convey " You will need some DATA ENTRY software and also an Automated tracker to commence your training and orientation and also you need the software to get started with work, the work of the time tracker is to calculate your hours worked since this is an online work from home. '' The interviewer proceeded to say " The funds for the working materials, software and time tracker will be provided for you by the company via check, make sure you use them as instructed for the software and I'll refer you to the vendor you are to purchase them from. The check may be issued out by any of our 28 affiliated companies who owe.
XXXX, some amount of money so this automatically serves as our refund as it is used solely for the benefit of our employees.
XX/XX/XXXX at XXXX thee accountant emailed a paper check for deposit and purchase supplies. After receiving the funds, the employer ask I wire transfer or use XXXX to XXXX funds to different vendors. Two transfers were made to supposed vendors on XX/XX/XXXX and 2-3 transfers on XX/XX/.
I became suspicious after the vendor demanded I transfer monies to different vendors. Thereafter, I realized the scam. Called the bank USAA and made the banks aware of the scams. Both USAA and XXXX XXXX XXXX are investigating the Organization, the wire and XXXX transfers. XXXX XXXX XXXX was very helpful.
Unfortunately, USAA has not resolved the problem. XXXX XXXX, a USAA associate demanded I owe USAA money and XXXX XXXX threatened closing account ; by sending over debt collections. In my view, USAA has violated due process and consumer rights.
|
| 09/19/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
Servicemember |
|
USAA credit card company closed our credit card in XXXX of XXXX because of delinquency.
I have my XX/XX/XXXX USAA credit card statement showing an active account but includes a past due amount and the statement " Our records indicate your account is past due. Please send the minimum amount due today! '' On XX/XX/XXXX, I received a letter from USAA with the Reference : Credit Card Account Closing '' I have my XX/XX/XXXX USAA credit card statement confirms my account is closed with the statement, " Your account is currently closed. '' After USAA closed my account, I paid USAA when I could but not consistently. After some years, the account was sold to a collection agency. The collection agency " re-aged '' the debt reporting the delinquency to reflect the date they acquired the debt.
Per the FCRA, this item should have been removed from my credit report as of XX/XX/XXXX. It was not.
I wrote USAA. I called USAA and the Collection Agency who continue to finger point and send me to the other. I supplied my statements to the credit bureaus. I hired credit repair companies to address this. Still, this persists. You can see on my credit bureaus how many times I have tried to dispute this.
Since we lost our jobs in XXXX, we have worked diligently to recover and repair our credit. We continue to pay this debt every month with a full understanding we owe the debt. But USAA and the 3 credit bureaus are conflating debt owed with reporting laws.
We want to refinance our house. We want to buy a smaller house for retirement while interest rates are so low. We are running out of time. This is severely knee capping our effort to secure our finances for retirement.
Between credit card companies and the credit bureaus, we can not move forward. This is illegal and unjust.
|
| 06/23/2022 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Cashing a check
|
|
Web |
Older American, Servicemember |
|
USAA Federal Savings Bank at XXXX XXXX XXXX XXXX XXXX XXXX, Tx XXXX has failed to issue proceeds from a deceased 's account in accordance with the final order of the XXXX XXXX. USAA retains these funds without explanation or corrective action. The funds of the deceased, XXXX XXXX ( account ending XXXX in the amount of {$25000.00} ) were to be distributed as 50 % to XXXX XXXX and 50 % to the Estate of XXXX XXXX per the Final Order of the XXXX XXXX. The certified court order was mailed to USAA XXXX XXXX on XX/XX/2021. USAA Bank issued a check in the amount of {$25000.00} on XX/XX/2021 payable to the Estate of XXXX XXXX and mailed this check to XXXX XXXX. XXXX XXXX could not do anything with this check because the XXXX XXXX did not authorize establishment of such an account per Summary Probate process in Florida. No Bank will set up such an account without XXXX XXXX authorizing such. The check as issued is not viable. The check was returned to USAA received there on XXXX XXXX. XXXX XXXX has explained this in numerous telephone calls and letters. USAA continues to hold the funds without explanation or correction. The last indication that USAA was doing anything was an email received XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX that she was researching the matter and she would be in touch. XXXX XXXX has not been in touch despite numerous telephone calls. The Judge for the Probate of the XXXX XXXX has held 2 Order to Show Cause Hearings wanting to know why funds have not been distributed to the XXXX XXXX as Court Ordered. The heirs are without funds ordered to be paid them and expenses are piling up as legal fees and court time are devoted to finding out why USAA has not complied with a court order. USAA has been advise that the Judge has set Orders To Show Cause Hearings.
|
| 09/13/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
In XXXX I opened two secured accounts with USAA. One being a Secured Visa account ; the other being a Secured XXXX XXXX Account. I was using the cards responsibly paying my obligation monthly. In XXXX, unfortunately, I had medical issues that forced me into the hospital- not having the proper assistance, these accounts went into default. USAA used the monies that secured these accounts though an outstanding balance was left.
USAA began reporting these collection amounts to all three major credit bureaus. # 1 ). I do not feel I owe these amounts and have inquired with USAA regarding them. I continue to get the run around. Once they sent documentation which explained nothing. # 2 ). Both accounts are being reported to all three major credit bureaus incorrectly and inaccurately. I have attached an Identity IQ credit report that I purchased for your review. Dates are not consistent, why are they reporting a credit limit on a closed account, high credit amounts are incorrect/inconsistent, date last active and date of last payment are not consistent. Refer to payment history. XXXX is reporting nothing, XXXX is reporting monthly charge offs and XXXX is reporting that the accounts are being paid as agreed. WHAT?? INACCURATE/INCORRECT/POOR BEST PRACTICES.
I have been disputing these accounts with both the bureaus and USAA. I am being told they are verified/validated as being correct. HOW??? what is there verification methods. I spoke with USAA just last week and the woman in the collection/dispute department told me that USAA does not correct credit bureau reporting ... .that is only done by the bureaus. WHAT??
This could all be resolved if USAA would just remove these tradelines from all three credit bureaus. I've suffered with this since XXXX. XXXX is enough please.
|
| 10/13/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/2020 I made a purchase on XXXX for {$71.00}.
On XX/XX/XXXX I received an email stating the the package was delivered. It was not.
I contacted XX/XX/XXXXonXX/XX/XXXX requesting a return/refund.
The vendor refused saying that the package was delivered.
I received an email from the the ebay vendor, XXXX, on XX/XX/XXXX @ XXXX that said, " Tracking shows that the package was delivered to you ''.
On or about XX/XX/XXXX I filed a missing package claim with the USPS XXXX Service request # XXXX. I received an email from the USPS on XX/XX/XXXX @ XXXX acknowledging my inquire and that they would review and investigate the information I had provided.
After not hearing anything from the USPS and not being able to contact anyone I filed another missing package report on XX/XX/2020 report. Service request # XXXX.
On or about XX/XX/2020 I filed a dispute with USAA about the charge telling them I had not received the package.
USAA denied my claim and rebilled me on XX/XX/XXXX.
I contacted them on XX/XX/XXXX and was told that it was my problem with the USPS and that my claim will be denied.
I was contacted by the USPS on XX/XX/XXXX via phone call and was advised the package was sent to the wrong USPS facility As I am not the one who chose how to ship the item, the vendor did.
I contacted the USPS again today Today, XX/XX/XXXX, I contacted the USPS and they informed me that the package was delivered to XXXX XXXX XXXX XXXX, XXXX '. My address is XXXX XXXX XXXX XXXX XXXX XXXX '.
A supervisor from USAA told me that there is nothing they can do because the vendor would be out the money for the item and that my only action was to file a claim with the USPS for the money I'm out.
I want USAA to adjust my account for the {$71.00} and admit their error.
|
| 07/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
The problem I have is I had two unauthorized transactions for XXXX XXXX orders I didnt do I had the tracking numbers emailed me I called XXXX reps and spoke to them fave them both tracking numbers they said its for an XXXX order I call the bank a complaint is filed on the XXXX the lady never processed me a replacement card so I waited a whole day and nothing was ever process so I called the second day and had to speak to another rep she put a dispute through another one because she didnt see the one from the XXXX because I wasnt processed another card then she process a card but she did it regular mail so I had to do it replacement express so I had to call a third time my issue is I got a provisional credit for the dispute on the XXXX not the XXXX the XXXX was made but the lady who I spoke to on the XXXX didnt see the dispute so she made me one then a little down the line she sees it and cancels the dispute on the XXXX but the XXXX is still here its now XX/XX/XXXX a week later before I was charged and I still aint get a provisional credit for the dispute on the XXXX they will be taking XXXX dollars back tomorrow but it doesnt make sense how a dispute was easily placed on the XXXX and a provisional credit was already provided the XXXX was cancelled so thats why they taking the provisional credit but I havent received nothing for the XXXX I just keep getting told its under investigation but yet nobody telling me how they process a provisional credit for the XXXX but not the XXXX doesnt make any sense to me and I need to figure this out because I called XXXX I called XXXX XXXX its tiring nobody is helping me with this stuff its frustrating because you think your bank has your back especially when you have issues and stuff but disputes wasnt even properly placed
|
| 04/27/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
XXXX XXXX XXXX ( Original Creditor : XXXX XXXX XXXX XXXX XXXX ) is reporting a collection to my credit report that I am not liable and that I have no knowledge of from their company.
XXXX shows open date as XX/XX/XXXX with a balance of - {$710.00}. Last reported- XX/XX/XXXX Date Last Active : XX/XX/XXXX XXXX shows open date as XX/XX/XXXX with a balance of - {$710.00}. Last reported- XX/XX/XXXX Date Last Active : XX/XX/XXXX XXXX shows open date as XX/XX/XXXX with a balance of {$710.00}. Last Reported- XX/XX/XXXX Date Last Active : XX/XX/XXXX USAA SVG BK is reporting inaccurate information on my credit report, and I would like them to remove these accounts from my credit report immediately. They refused to remove this account, and they also failed to provide validation of this account when I inquired for validation not verification of this account.
XXXX : Date open date shows XX/XX/XXXX. Last Reported : XX/XX/XXXX Date of last active : XX/XX/XXXX Date of last payment : XXXX : Date open shows XX/XX/XXXX. Last Reported : XX/XX/XXXX Date of last active : XX/XX/XXXX Date of last payment : XX/XX/XXXX XXXX : Date open shows XX/XX/XXXX. Last Reported : XX/XX/XXXX Date of last active : XX/XX/XXXX Date of last payment : XX/XX/XXXX XXXX XXXX is reporting inaccurate information on my credit report, and I would like them to remove these accounts from my credit report immediately.
XXXX : Date open shows XX/XX/XXXX. XXXX reported on : XX/XX/XXXX. Date last active : XX/XX/XXXX Date of last payment : XX/XX/XXXX XXXX XXXX Date open shows as XX/XX/XXXX. Last reported XXXX. Date last active shows XX/XX/XXXX. Date of last payment : XX/XX/XXXX.
XXXX : Date open shows XX/XX/XXXX. XXXX reported on : XX/XX/XXXX.
Last date active : XX/XX/XXXX. Date of last payment : XX/XX/XXXX.
|
| 09/19/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
Aloha, I have called USAA four times since XX/XX/2019 all relating to an inquiry for all digital copies of complete mortgage loan documents executed by USAA for my records and easy reference. My call on XX/XX/XXXX eventually escalated to the Office of the CEO for unknown reasons, and multiple people from that department have subsequently reached out to better understand what I need and more specifically wanted to know why I needed them ( latest call received XX/XX/XXXX from USAA Office of the CEO ). Again, I clearly restated my requested, confirmed addresses in question and asked when I could expect my request to be fulfilled. I was told it would be researched and they would get back to me.
After a week of not hearing anything, I called in today XX/XX/XXXX to inquire about my documentation. I spoke to an XXXX ID # XXXX in The Office of The CEO, who ultimately stated that my case was still being researched ; and when asked who was working my file, what notes were reflected in the system, and the chain of people who have been handling my case thus far, I was told varying reasons from her on her ability not disclose said information to USAA needing to " protect my account '' by not disclosing that information to her inability to see any specific notes or persons working the case.
So I'm to gatherThe Office of The CEO, who in part, handles grievances, conducts research and resolves complaints is incapable of tracking their own research or worse they are preventing consumers the access to their records in a timely and transparent fashion, which raises even more red flags. There is no reason why a simple request made on XX/XX/2019 should be this complicated, frustrating, and lengthly.
I need assistance looking into this matter as soon as possible. Thank you.
|
| 10/08/2020 |
Yes |
- Checking or savings account
- Savings account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I received a letter from USAA indicating that my savings account was overdrawn. Since I had not accessed that account for over a year, I went online to check what was going on.
Staring XX/XX/2020 USAA allowed a XXXX XXXX XXXX ( a person I do not know / am not related to ) to set up monthly ACH withdrawals to XXXX XXXX XXXX to pay his bills. The first ACH was for {$170.00} and the four subsequent ACH 's were for {$130.00} each.
Needless to say, I am not XXXX XXXX, nor have I ever heard of him. Further, I have never heard of XXXX XXXX.
I immediately called USAA to rectify this problem. The customer service representative indicated that it was completely USAA 's fault - it is in their records that they have the ACH payments going to XXXX XXXX on behalf of XXXX XXXX XXXX. Further they indicated to me that they do not cross reference routing and account numbers with the person 's name on the account. Put differently, they were given the USAA routing number and my account number and set up the ACHs in the name of XXXX XXXX and they never checked to see that I am the owner of the account, not XXXX XXXX.
They issued a stop payment but have so far refused to return the {$700.00} to my account that they allowed to be fraudulently removed. I have called them four subsequent times and have been given the runaround and they refuse to connect me with anyone who can rectify the situation. The only thing they say is that a fraud investigation needs to be completed. However, they have not provided me with the means to approve an investigation ( no letter and the email they sent me to sign has a broken link ).
Again, this is 100 % USAA 's problem. Their fraud controls failed and they have admitted their mistake, yet they won't give me my money back.
|
| 05/17/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
I have been a member of USAA for more than 50 years and their customer service has become atrocious and extremely difficult to deal with.
They advertised a Cashback Rewards Plus XXXX XXXX XXXX on their website ( usaa.comXXXX XXXXXXXX ) clearly stating that one would earn {$200.00} reward bonus after spending {$1000.00} in 6 months. I called and asked for the card and was told that the bonus was in effect. When I received the card it appeared that they just renewed and old card issue 6 years ago. To make sure there was no misunderstanding I called them and was told by XXXX on XX/XX/22 at XXXX XXXX at the XXXX XXXX call center that the card I had just received and had in my hand had the bonus with it and that I would receive the {$200.00} after spending {$1000.00}. I asked if she could email me that confirmation and she said she would put a note in the file and this call was recorded and anyone could check it to verify. I never got the bonus, spent over 80 minutes with customer service on 2 phone calls, filed 2 complaints ( XXXX and XXXX ), was told customer advocates were not available and I could not call them but they would call back in 2-3 days. They never called. They never looked up the recorded call. I am out {$200.00} and a lot of time. What more could I have done but to call them directly to verify I would get the {$200.00} which I did. Now they say it does not apply to the card I received. What is the point of a member advocacy team if they can not be reached and will not even talk to those they are supposed to be advocating for? I was put on hold so many times and eventually they even gave up trying to contact their advocacy team - saying I should just wait for them to call me. My answering machine works perfectly and clearly they never called.
|
| 11/26/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
USAA does not have an effective process for adding joint owners to deposit accounts.
Adding a non-citizen spouse to my checking and savings accounts was initiated in XXXX 2017 but not concluded until XXXX 2017 and then only after multiple communications between USAA and me that included two letters, three online uploads and over five telephone calls to USAA agents. Only in the final communication ( a phone call initiated by me ) was a USAA agent able to communicate the details of what needed to be corrected.
Specifically, USAA does not have an effective process for notifying account holders of error conditions associated with providing documentation required by IRS code. In my case, I submitted a XXXX but did not complete the form correctly. USAA was unable to communicate the nature of the error to me online, or my mail or after three telephone calls to inquire status of adding my spouse to the account. I received communication from USAA by phone ( twice ) and by US postal mail ( twice ) which said in essence " call us, there 's a problem '' but the calls and messages did not indicate what type of problem was involved or how to correct it. On four occasions I contacted USAA in response, the agent was unable to tell me what the problem was. On three occasions I was informed that the joint owner was added and action was complete, but this was not accurate.
In two letters sent by US postal mail, and in two calls initiated by USAA and in five telephone calls, no USAA agent communicated to me what in the XXXX was not correct.
Ultimately, the error was communicated and an form re-submitted. So my immediate need was resolved after much frustration. The problem with USAA 's process still exists and may cause other consumers the same problem I experienced.
|
| 06/15/2016 |
Yes |
|
|
|
Web |
|
|
I used a 3rd party vendor to purchase an airline ticket XXXX XXXX XXXX XXXX on XXXX XXXX. As soon as the confirmation came back I noticed they changed the travel date. They said the search criteria automatically switches to booking to get the cheaper price. This is certainly a bait and switch. I immediately called back and explained what happened They processed my refund. The email confirming listed {$120.00}, the credit card charge was {$94.00} and the refund confirmation was {$120.00} and I have confirmation of the refund via email but it never hit my card. They even agreed to credit me more than what I paid. I was required to stay on the phone with the representative until I received the email. I received the email and had to give the sales person the code in order to cancel the reservation. Which I did. I had verbal confirmation that it was canceled and an email. Next, I decided to call XXXX XXXX to re-book instead of using the third party. When I re-booked the flight directly with the airline ( 5 minutes later ), they confirmed that no reservation was in their system and that they had not received payment from the third party so I went ahead and booked the ticket. I received my credit card statement with both charges. I disputed the charge with my credit card company. i have called 13 times and sent in emails with my documentation. As of this date I have only received a letter saying the card was used " in person '' which is impossible. They implied that it was a swipe and it was not. The last representative told me the letter was automatically generated and was a mistake. I have called so many times and I just want my lousy credit. They are terrible and I have been a member for 30 years. They need to be reprimanded for not following their contract.
|
| 12/10/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Problem with a company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I have made several attempts to resolve this blatant defamation and violation of the FCRA by reporting and continue to accuse me of being responsible for this account.
I have made my final attempt to resolve this fraudulent account by mail in XX/XX/2023 and till this date has not been properly investigated and removed from my credit.
I spoke with XXXX in the CEO member relations Dept. office on XX/XX/XXXX whom indicated that I would be getting a call back with in 48hrs which hasn't happened yet, but I did received an email from XXXX XXXX the XXXXXXXX XXXX XXXXXXXX with an extension number of XXXX and have made several attempts to contact her and leave several VM but never received 1 call back.
This account is a fraudulent account reporting on my credit as accurate and I have filed a police report as well, there was a suspect by the name of XXXX XXXX whom defrauded me and was arrested and has already pled guilty and convicted.
I sent via priority mail the minute order by the courts along with the district attorney 's business card to verify the fraud and my claim. I also sent a copy of the police report by mail which should have properly relieved me from the debt due to identity theft all to which USAA has failed to properly investigate.
This is my final attempt to resolve this debt amicably prior to seeking legal damages for neglect and defamation.
Attached to this complaint I will be resending the exact same documents that I previously submitted via priority mail and hope that it lands in the hands of someone competent enough to properly investigate this fraudulent charged off debt and have it removed, as I was instructed to do so by the Dept. of Banking and Finance State Bank Regulators and National Association of Attorney General 's office.
|
| 08/31/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
they have violated 15 USC subsection 1692g ( b ) in accordance with fair credit reporting act XXXX account # XXXX has violated my rights.
15 USC 1681 section 604 A section 2. it also states a consumer reporting agency can not furnish a account without my written instructions.
15 USC 1666B : A creditor may not treat a payment on a credit card account under a open end consumer credit plan as late for any purpose.
I have also sent a request for verification of this account in which I still have not received any original contracts with my signature on it. I sent a identity theft report and letter hat request the block of inaccurate information which in this case has been ignored multiple times. this account with this alleged debt comes back verified every dingle time with no form of Verification I requested provided. This USAA Savings Bank Account # XXXX NEEDS TO BE DELETED AND REMOVED immediately From my consumer report To Whom It May Concern : This letter is a formal complaint that you are reporting inaccurate and incomplete credit information.
15 USC 1681e ( b ) compliance and procedures ( b ) ACCURACY OF REPORT Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates I demand to see verifiable proof ( i.e. : an original consumer contract with my signature on it ) That you have on file for the account listed below. Or a Certification from the creditor that certified the accuracy and completeness of the information/account. My identity has been stolen you are hereby put on notice.
Aggravated Identity Theft pursuant to 18 U.S.C. 1028A 15 U.S. Code 1681b - Permissible purposes of consumer reports
|
| 10/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I received a call from someone posing to be a USAA associate. They called from USAA 's phone number ( XXXX ). They told me my checking account had suspicious activity and needed me to verify my account. I proceeded to verify by giving them my account password, not knowing they were scammers. Immediately I logged in to see what was going on. Scammers then told me to give them XXXX business days to investigate. So the next day I checked my account again and it was - {$10000.00} and that's when I called USAA and reported it. USAA told me I was scammed and that they needed to investigate. So XXXX days passed and they called and told me that it was my fault because I gave them my phone password. I told USAA that they called from your number so I thought it was USAA. I am a XXXX XXXX who gets XXXX pavements from the XXXX XXXX and the XXXX. So the XXXX of XXXX, USAA held my XXXX payments to put towards the XXXX. I feel that this wasn't my fault because the scammers called from USAA number. If they would've called from any other number I would've known I was being scammed. USAA also didn't put the checks on hold when they were deposited and the checks were pretty much blank. The scammers only filled in the dollar amount and scribbled a signature. I also believe USAA shouldve seen that this was bogus and stopped the transaction, instead they let it go through. They are talking about closing my accounts and making me pay back the money the scammers stole from them. USAA sent me copies ofthe checks that will I attach. I also filed a police report with NY State Police. I need your help in trying to overturn their decision and get my XXXX payments back.
( XXXX ) XXXX. Call me if need be. I was trying to upload documents but the file was too big.
|
| 10/02/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
Below is the information I sent to USAA 's CEO : Today is XXXX XXXX, 2015 and like many people, my rent is due. As I have done for the last 2 years, I deposit my girlfriends check for her half of the rent. Never does USAA put holds on my account especially not for such a small amount. I thought this may be related to USAA 's terrible security since my debit card information was recently stolen. I called and spoke to a worthless Executive Response member named XXXX. Upon telling me that he can not do anything for me, I asked to speak to a real manager in order to express my concerns and to help me with this pressing situation. After he told me there were NO MANAGERS AVAILABLE IN THE ENTIRE COMPANY, I told him I can hold for one until they are available. His response was simple " you can call back or I can discontinue the call. '' I was previously XXXX at XXXX XXXX and I have never seen this type of disgusting customer service ( if you can even call it that ). XXXX then disconnected the call on me after I had been trying to speak with someone for over XXXX minutes.
I have always liked USAA because of the great service you used to provide. I will be filing a complaint with the XXXX and will be searching online until I find the CEO 's email so I can explain the horrible people that are hanging up on people that need help. I will also be taking this to social media as well as posting this to as many consumer sites as possible. I truly feel that USAA does not care about their customers and apparently has no respect for anyone that needs help! I hope someone pulls the call and reviews the extremely poor service of your representatives.
I need my account fixed ASAP so I can pay my rent even though it is now late because of this company doing this to me.
|
| 02/22/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I spoke with XXXX XXXX XXXX ) XXXX XXXX ID XXXX at USAA to start a VA XXXX XXXX for a property in Maine. We described the situation and he said it should not be a problem. The situation being that my father in law had passed away, my husband would stay in Maryland and work while my children and myself move up to Maine to take care of my mother in law. We made an offer on a house, it was accepted and the loan went into underwriting. At which time I received a call from XXXX XXXX on XX/XX/XXXX explaining to me that the USAA underwriter was denying my loan because my husband would live and work out of state. We clarified with XXXX XXXX XXXX from the VA XXXX XXXX Department that we could live apart, my husband can work in Maryland and still use his income to qualify for the loan. We proceeded with another lender we had been pre-approved with, XXXX XXXX, who stated they did not have the same stipulation as USAA for a VA XXXX. On XX/XX/2022 XXXX XXXX XXXX ID XXXX at USAA told the seller we were not moving forward. I am not 100 % how the employee gets to tell a seller we are not moving forward with the loan, this is a privacy act issue, or even the purchase of the house which is not the case at all. Today after opening a complaint with USAA they sent an email XXXX to inform us that they were declining the loan due to debt to income ratio which comes across as retaliatory in nature. I called to clarify with XXXX XXXX XXXX # XXXX in USAA 's XXXX Department and confirmed they did not actually include my husband 's income in our loan. It seems that USAA has a private policy that will not let them use his income as part of our income for the purchase of the loan. This in my opinion should have been told to us at the beginning during our preapproval process.
|
| 02/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
XX/XX/XXXX XXXX confirms NO LETTERS after I confirmed there were two dated XX/XX/XXXX and one XX/XX/XXXX. He confirms I did Not make a fraud report UNTIL XX/XX/XXXX. XX/XX/XXXX is the first Credit Reversal of {$12.00} IT MUST HAVE BEEN REPORTED * PRIOR TO XX/XX/XXXX TO BE A CREDIT REVERSAL ON XX/XX/XXXX STATEMENT?? See attatched 3 USAA letters regarding USAA FRAUD CREDITS APPLIED. Kindly note ALL THREE letters confirm creditcard ends XXXX. See attatched XX/XX/XXXX statement Card ends XXXX. USAA reversed {$120.00} XX/XX/XXXX letter NEVER Creating New Purchases XX/XX/XXXX. I did not authorize OR REPORT FRAUD & {$210.00} XX/XX/XXXX NEVER REPORTED FRAUD confirming USAA CREDITS APPLIED back at beginning of investigations done on these two transactions. See attatched statement XX/XX/XXXX The ONLY CREDITS APPLIED WERE FROM MERCHANTS. USAA reversed credits NEVER GIVEN. USAA ( TEMPORARY CREDITS * ARE NEW PURCHASES ON MY ACCOUNT XX/XX/XXXX ) I DID NOT AUTHORIZE ANY OF THESE ( CREDIT REVERSALS NEW PURCHASES DISPUTES NOT IN MY FAVOR?? OR WHATEVER ) AND USAA DID NOT PROVIDE CREDITS ONLY MERCHANT CREDIT. See attatched letter XX/XX/XXXX {$470.00} CONFIRMING *** TEMPORARY CREDITS WERE MADE PERMANET. FRAUD CLAIM DATE XX/XX/XXXX **NO USAA TEMPORARY CREDITS CREDITS APPLIED PER STATEMENTS TO MAKE PERMANET in XXXX. This entire amount of the 3 letters TOTAL {$810.00} All Appear as NEW PURCHASES in XXXX see total New Purchases under Summary Activity. XX/XX/XXXX and All XX/XX/XXXX NEW PURCHASES XXXX ARE NOT AUTHORIZED. These same purchases I reported fraud are back again as NEW PURCHASES XX/XX/XXXX AS DISPUTES ** NOT IN MY FAVOR??? HUH?? they are Unauthorized. Now they ARE NEW PURCHASES?? WHY DOES USSA LEAVE CONSUMERS WITH FRAUD? Taking merchant credits for their own.???
|
| 03/13/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
I have been a member of USAA for at least 10 years and have had a credit card through them for some time. The primary reason I have this credit card is to take advantage of their rewards and 0 % transfer deals they offer from time to time. Apparently they don't like this as they have caused me a few heart aches with their dirty little business XXXX. they like to pull from time to time. For example, I used the card and took advantage of a balance transfer deal they offered in XX/XX/22, then in XX/XX/22 I noticed there was a charge of {$100.00} posted to my account that I didn't make. I called their customer service line to dispute this charge. As you probably know, when you do these transfer deals the credit card company 's that offer them always have some conveluted/confusing system of applying payments especially when you charge things above and beyond the balance transfer- in other words when you do these dont charge anything until the balance of the balance transfer is paid off. The way I was treated when this dispute was brought up was telling, they gave me a run around didn't want to credit etc ... after much hassel I finally got the credit and all was good, but not without a lot of hassel from USAA. So, fast forward a few months and now these corporate XXXX want me to provide information when I log into my account on line that was provided when I opened the account and I have not responded. They have now restricted my on-line capability pretty much nothing because of my not responding. I have never missed a payment nor gone over my credit limit or anything like that they are simply flexing their muscles to make my life miserable because I take full advantage of their rewards and balance transfer offers- they are nothing but corporate XXXX.
|
| 03/25/2017 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
In XX/XX/XXXX, I agreed to co-sign for my son 's USAA Consumer Lending auto loan. My son, being in XXXX and myself in XXXX XXXX he was apparently allowed to e-sign for me but I did receive a call from USAA to secure my identity and ensure my consent as co-signer.
In XXXX, USAA consumer lending allowed my son to refinance this loan without my knowledge or consent. I was unaware of this for several months and have made numerous attempts to have myself removed from this loan without success to include a letter from my attorney on XX/XX/XXXX requesting proof pursuant to the ESIGN and XXXX acts as well as state law. I confirmed this letter was on file on XX/XX/XXXX and was being investigated by the consumer lending fraud department to whom I 've never been able to speak and been dropped from the call to consumer lending after being on hold for lengthy periods. Recently I 've discovered that there is no consumer lending fraud department, just a fraud department. I 've been given several reasons USAA consumer lending department insist I 'm co-signer on the loan legitimately such as : We sent you an e-mail and you did n't reply with objections, you agreed to do business electronically and receive documents electronically. Your son gave us the last XXXX digits of your SSN ( further questioning of requirements in this phone conversation, USAA consumer lending said I had to be in the same room where my son e-signed. I was in XXXX and he was in XXXX.
I the mean time I 've received derogatory information on my credit report and a threatening letter from USAA. I have been with USAA for almost 30 years and always received fair and respectful treatment, until now. Only the consumer lending department, quite a few representatives, have lied or misinformed me.
|
| 09/06/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XX/XX/2023, 6 fraudulent charges were made on my credit card without my consent in XXXX Texas. A charge for XXXX for {$47.00}, a charge for XXXX Auto parts for {$95.00}, a charge for XXXX Auto parts for {$25.00}, a charge for XXXX XXXX for {$32.00}, a charge for circle k for {$4.00}, and a charge for XXXX for {$8.00}. In between the circle k fraudulent charge and XXXX XXXX charge is a XXXX XXXX charge which was made in XXXX XXXX Texas, which I legitimately used my card to make a purchase which is about XXXX miles away from XXXX Texas. A couple days after I had found the fraudulent charges I called USAA and they started the fraud investigation. A month later USA decided that I was liable for the fraudulent charges but I was in XXXX so I couldn't get back to them via phone so when I arrived back in the United States on XX/XX/XXXX I ask to reopen the fraudulent case. On XX/XX/XXXX, XXXX decided again the hours liable for the fraudulent charges even with a written statement explaining the situation. I called you USAA to find out the times for when the transactions were made but USAA was not able to come up with the times for the transactions that's the general date. USAA said they would call back but they never did. They said because the credit card chip was used in the transactions, I was at fault even though I had my own physical card in my possession XXXX miles away. Also the purchases do not match my purchase history or habits. Thank you for your time.
I have attached my credit card purchase history for USAA and also my XXXX XXXX card where I made a purchase in XXXX Texas for XXXX 's restraunt, which I believe is during the same time the fraudulent charges took place. I tried to get more information but USAA has failed to help me out.
|
| 11/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I and my wife contacted USAA about a check that they told us prior in the mobile app that a hold would be placed on our {$6600.00} check and only {$500.00} would be available for XXXX days. But they was no way to allow this to clear unless she deposited her check. That was the only way to determine if they could do anything.
As soon as she deposited it they looked into it and the representative said she could not reverse the decision. I have been fighting tooth and nail to get the funds released early as {$6600.00} for a family of XXXX is quite a bit of money and so far this month our only income. I have not been able to purchase groceries or anything for my family or myself since last Friday. Our bills didnt stop coming and groceries ran out. I took this all the way to the CEOs office and I got stonewalled the entire time. What caught my attention today was that XXXX apparently negative in my account by {$3.00} when I asked the representative today if I wanted to stay in good standing with USAA ( I have XXXX intentions ) but for the sake of argument would that - {$3.00} have a negative impact on my account and she stated yes. So my big question and not only for myself how is it ethical or legal on any grounds to determine an account negative when the consumer has the funds, the funds arent just available due to the punishment or whatever reason there is such a long reason on the funds. Did this happen prior to me? They couldnt answer but I dont see how this is moral or ethical in anyway especially to a veteran that a bank prides itself on helping and being there for when in fact it feels more like its exploiting a certain market. The money will be available on XX/XX/XXXX I find this unacceptable and inhumane.
XXXX XXXX XXXX
|
| 06/30/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XX/XX/2020 I was notified via text alert from USAA of suspicious activity on my credit card. I checked online to discover two fraudulent charges : the first for {$91.00} and another for {$2300.00} made right after for a total of {$2400.00}. I immediately called USAA to report the fraud and change the credit card number. During the call with the credit card department, I was assured that this issue was handled. An adjustment was issued for the full amount.
On XX/XX/2020, the full amount of the fraudulent charges was once again charged back to the account by USAA. I submitted a signed statement saying the charges are fraudulent. A few lengthy calls revealed that the fraud department employee had determined the fraud charges were my own doing since I was in possession of the card. The credit card department claimed I didn't answer two calls from the fraud department and therefore I am responsible for the fraudulent charges.
After being assured that the case was being reopened, I recieved a credit card statement for the account with a monthly payment due for the fraudulent charges. A call with the escalations team revealed that the fraud department had incorrectly determined the charges to be legitimate since fraud is committed with fake cards and other means. Concerned about the payment due amount being reported on my credit report, I was assured that the fraud department would call me within 5 business days to gather information.
I have recieved no communications from USAA regarding my fraud case. Payment is due in 4 days and I am left on the hook for a scammer 's greed. USAA has a zero liability policy for fraud, but only if they can correctly assess the charges to be fraudulent. USAA needs to get these fake charges off of my account!
|
| 03/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Older American, Servicemember |
|
USSA Federal Bank has had a " XXXX at XXXX '' feature for many years that allowed scanning a check and using the scanned image to make deposits to checking and savings accounts. They have discontinued that service and instead have instructed account holders to use their USAA phone App to deposit checks.
The phone App requires taking a picture of the check and sending the image to USAA.
The problem is that many of us who are older and handicapped can't hold our phones steady enough to take an image that is clear enough for the deposit to be accepted.
I made two attempts at resolving this with USAA. The first attempt was with their Web Support area. The person I contacted there agreed that eliminating the XXXX at XXXX feature which allowed using a scanned image was a mistake. She told me that they have received numerous calls from XXXX patients and account holders suffering from XXXX XXXX who can no longer make deposits because they can't achieve the required image quality using their smart phones.
I next contacted the CEO 's office. The customer service individual there said that USAA was aware of the problem and I should just mail the check, they had no intention of changing their policy.
Mailing checks is not a satisfactory solution. Unfortunately the U.S, Mail isn't that reliable and the in-transit time for the check is excessive. We, their handicapped customers, should not be denied use of our funds simply because we are handicapped and can't use the smart phone App.
USAA should recorgnize this is a universal problem and though the number of customers may be small for a company the size of USAA they should not be allowed to discriminate against handicapped individuals by removing services that allow us timely use of our funds.
|
| 06/02/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I am a XXXX Veteran who is on a fixed income. I have been a member of USAA for over 10 years and the level of service and malice to the XXXX XXXX community and veteran community should be widely addressed. I have never had an issue with them until recently when my monthly deposit was made to the account and I was unable to retrieve my funds. Without warning of written notification, my account was locked due to me owing them {$35.00} in my savings account, which I was unaware of but would have gladly rectified earlier on if I knew it existed. So to my surprise when I called to get the matter handled I was told that I have to w ait 3 business day s in order to use, withdraw or pay any bills from this account. No matter how far up the chain of command I went even to the point of tears. No one can help me. Its set in stone the computers would not allow them to override it. I express to them that this is all the money that I have and that I have my monthly bills coming out of this account, so I asked them, will the checks that are about to hit my account cause my account to be overdrawn and will I be charged for it? and the answer was unfortunately yes. I even offered to make the {$35.00} deposit at a branch if that would speed up the process. And was told that I would still have to wait th e 3 bu siness days. I ca n't believe that a bank is allowed to freeze your monies in another account based off you owing in another??? is n't that what XXXX XXXX just got penalized for their debt collection practices? As to date I was told to wait the 3 working days, which today is Friday and does n't count, in order to retrie ve my funds. Ohh I was told an alternative was to open a credit card account with them and that can get me money faster.
|
| 01/21/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Problems when you are unable to pay
|
|
Web |
|
|
I was out of work from XXXX XXXX, 2016 until XXXX XXXX, 2016 due to a XXXX that required at least XXXX weeks of recuperation without use of my XXXX. My worker 's comp claim was denied. I was attempting to go back on light duty, which my employer denied. I attempted to file a claim for unemployment, because although I had initially been informed I could work light duty, my company would not let me return to work with restrictions. On XXXX XXXX, 2016, I called USAA to inform them that I was out of work, and could not make my auto loan and personal loan payments, and initiated the USAA debt protection coverage. After a week or so, I called USAA. The employee I spoke with told me that my debt protection was in place, and that I did n't need to worry about my payments. Within the next month, I Iearned that that was not in fact the case. I was called by USAA multiple times, and I called USAA multiple times to inform them that I was unable to make my payments and was waiting for the debt protection to make said payments. I ended up having to fill out the debt protection paperwork twice, because they said that I was not out for over 30 days ( this was on XXXX XXXX, 2016, at which point I had in fact been out for more than 30 days ). Because of these delays, USAA has not only assessed both of my accounts with late fees, but they 've also reported my accounts to the credit bureaus. None of this would have happened if the debt protection process was not so cumbersome ( the forms had to be either mailed or faxed ; there are no options to do so electronically ), and if the debt protection had paid on my accounts in a more timely fashion. One of the late charges was reversed, but there are still {$47.00} worth of late charges that USAA refuses to reverse.
|
| 07/07/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I am XXXX and was discriminated against by USAA because of my race/class. On XXXX/XXXX/16 I deposited a money order in my account for {$500.00}. The money order was placed on hold until XXXX/XXXX/16. I called to speak with an agent on XXXX/XXXX/16 to see why the hold had been placed on money order ( same as cash ) that I 'd purchased with cash. The first agent I spoke with ( XXXX ) asked me where did I get the money from to by the money order. Which is discrimination and was not the cause of my money being held. I asked her what did she mean and she said how did you make that money. I told her I was offened by that question. She never apologized. I explained to her that I had checks coming out of the account ( rent, etc. ) that the money would need to cover and if not available my account would be overdrawn. I also explained to her the hardship it would cause my family and the only reason I deposited the money orders is because I thought it was the same as cash. There is no USAA bank in my state so other than direct deposit and depositing money orders through my mibile account I have no way of depositing funds. I asked if the call could be escalated to another department which it was. The second representative I assumed would better trained in costumer service but not so. She too belittled me asking " I do n't understand way you would deposit the money orders with the possibility of them being held. '' This was after I 'd explained to her that I thought the money order was same as cash. She was very rude and told me " I 'm not reversing the hold now what else do you want to talk about. '' As of now {$560.00} ( money orders which I purchased ) is on hold and will not be released until XXXX/XXXX/2016. Please advise me what to do at this point.
|
| 02/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
My account continues to be placed on a 'fraud alert ' randomly. I have traveled back and forth between XXXX XXXXXXXX XXXX & XXXXXXXX XXXX. USAA continues to withhold my access to being able to use my debit card and it has left me in precarious and dangerous situations. This most recent incident caused me to have to rebook a car rental and have my maid service cancelled. I authorized payment for both of these items, but USAA again placed a random 'fraud alert ' on my account. They sent me a text message requesting I reply back with a " Y '' ( presumably for 'yes ' ) to let them know these were transactions that I authorized. I did so & nothing was acknowledged. I tried to run the transaction another time & it was again declined & I received another fraud alert placing my debit card on another " freeze '' not even an hour later.
I tried to discuss this with the bank both in the past and today. Their response is wholly uncooperative and unhelpful. I am told that its for my protection and that's all they can do. In the meantime, I am having my transaction declined randomly and in the middle of trying to conduct business. When the freeze happens, they're system does not even work to accept me saying they are not fraudulent transactions. I spoke with XXXX ID # XXXX today who informed me there is no one else in the bank that I can complain to & that her department is the highest up. She went on to state that she can submit a " customer feedback '', but there was nothing more that can be done. She stated this is happening because I am attempting to use my card at an overseas merchant. I have used the card at the same merchant for the last few months as I have travelled back and forth. The fact that my card is now randomly flagged is unacceptable.
|
| 08/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
On XX/XX/XXXX I received an email from my credit monitoring company that a collection account was added to my credit and my credit score dropped by 108 points as a result. The account is an account that was opened by my ex husband either alone or with his ex wife in XXXX which was 6 years before we met and 7 years before we married. He added me as an authorized user to his main USAA account so my paychecks could direct deposit into his checking account and the account showed as an individual account on his credit up until he recently filed for bankruptcy. After the credit card company processed his bankruptcy they then changed the account without my knowledge or consent from me being an authorized user to a joint account holder deciding i was liable for the account since they couldn't collect from him. I never agreed to be a joint card holder nor did I agree to be responsible for his debt. This account has been past due since XXXX and was not deemed mine by USAA until my ex filed bankruptcy so they couldn't collect from him. Since this was solely his account and from prior to our marriage even our divorce paperwork shows its solely his account. I contacted USAA and they told me this has happened so many times when they add an authorized user and make an error and put them as joint owner without their permission that they dont even allow authorized users anymore. I provided USAA, XXXX and XXXX all with a copy of my marriage certificate to show we were married 7 years after this account was opened and a copy of my divorce court paperwork to show this is only his account and a letter explaining the situation and they refuse to remove it fro my credit. I did not sign agreeing to be a joint owner of this account and did not agree to it verbally.
|
| 08/07/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Servicemember |
|
I booked a stay on XXXX XXXX for the dates XX/XX/XXXX to XX/XX/XXXX. I wasn't able to get into the suite booked due to some garage key error and that's the only way to get in. My husband and I sat outside a one way narrow garage until someone could let us into the building. I reached out to the host regarding this and requested a new room with a new key. We got the new room and the new key and the same thing happened. We would left the condo sparingly because we knew it wouldn't work. On the second key the host become unresponsive. Frustrated with fighting with the building security to prove we brought a stay here with XXXX XXXX and not being able to have access to a condo we paid for we had to leave. I contacted my bank USAA to place a dispute but after providing proof of the booked stay and a cancellation notice I got a generic response that XXXX XXXX can't refund a cancellation. This was ridiculous, the cancellation ( I was told by the host ) needed to happen so we can change condos. I never not showed up and expected to get refunded, I showed up and literally didn't have access to a stay I paid for and paid for room change and didn't have access to either. I got royally XXXX here. I've attached the proof sent to USAA. Also during the dispute XXXX XXXX sends me a message telling me I could get my account with them cancelled for trying to dispute ... retaliation much! I've used this company before and this was my first very big issue and deeply disturbing. The first amount paid from my account was {$370.00} on XX/XX/20 the second was {$79.00} on XX/XX/20. The on XX/XX/20 I get the automated response from my bank telling me my dispute was denied and it wasn't based on the reason provided. No one looked at this. This was absolutely unfair.
|
| 11/12/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
XX/XX/2019 Charge for {$250.00} SQC*CASH APP - USAA - CASE XXXX XX/XX/2019 Charge for {$110.00} SQC*CASH APP - USAA - CASE XXXX These charges were never authorized by me and I never received any money. I contacted XXXX XXXX but they have no phone system and attempted to message them with their in app support system. It usually takes many days for a response. I never heard back from CASH APP so I called USAA and started a dispute. It was very easy and got temporary credits in my account. I believe I had the credits around XX/XX/XXXX. Then on XX/XX/2019 USAA sent me 2 plain emails with pdf attachments. It does not say in the email that any information is required or my immediate response is requested. But hidden away in the pdf files is a request for more information. Because I don't check every email I receive from USAA because usually they are junk mail, I never opened the pdf, and then USAA DENIED my dispute. They never called me or sent another email. They never sent me a letter or anything they just denied it and took my money. After a few phone calls speaking to a supervisor I was able to resubmit the information. On XX/XX/2019 my one dispute is finally reopened XX/XX/2019 Charge for {$110.00} SQC*CASH APP - USAA - CASE XXXX. XX/XX/2019 Charge for {$250.00} SQC*CASH APP - USAA - CASE XXXX DISPUTE # 2 for {$250.00} has not been reopened since I uploaded information about the case.____ ______________________________________________________________ ORIGINAL COMPLIANT I have called USAA at least 5 times since I have filed the last complaint and I have no 0 progress getting in contact with anyone. I do not even know if they are looking at the 2nd complaint. How can I call this many times and still not know if my complaint is being looked at?
|
| 02/14/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
|
|
Today on XX/XX/XXXX I called USAA ( United Services Automobile Association ) XXXX from my cellular phone XXXX XXXX, with the intentions of opening a new checking account. I was briefly transferred at the 1st call to another department. The 2nd call updated general contact info ; address, email, telephone number. After updating info and the 2nd agent then informed me I was incorrectly transferred and she would then need to transfer me again to correct department. The 3rd call was my final conversation with a customer service agent of XXXX. The agent informed me before I can open a new checking account. I would be required to pay old credit card balances from XXXX & XXXX, which to my surprise are not only well past the stature of limitations but have been cleared via guarantor insurance. The agent did not verbally recite a Mini-Miranda ( or when I was transferred to the 3rd rep no recording advised of a Mini-Miranda ) that both accounts had to be paid in full since it was a collectable debt. I advised that would be illegal to as it would be double dipping when I stated that XXXX has already been paid via insurance guarantor this seem to make the agent ballistic. She began overtaking and yelling to the point I had to be firm and take control of call. I then advise to transfer me to a banker the agent refused, she was aggressive and combative to she volunteered her supervisor ( which I didnt ask for ) I then said Our conversation is over Please connect me to a banker for assistance, she then placed me on hold then I go the voicemail of a XXXX who on her voicemail greeting title was Sr. Rep or a Team Lead. So in fact I was not even transferred to the person the agent demanded I be connect with or the correct transfer that I requested to a banker
|
| 07/07/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
I can't provide dates, but probably the bank can. I contacted them at least six times over the past eighteen months to complain that their new security system was not functioning for me since they installed the new protocol. Sometimes they got back to me when I left a message, sometimes not. When I spoke with IT, I asked whether someone might be hacking my account or whether their system was merely dysfunctional. They said no one was, to their knowledge, hacking my account. They said they would work on the problem. Sometimes it was solved. At least on one occasion, it was not. Three to four months later I called in again, etc. Sometimes it was solved within a few days, sometimes not for two weeks. It's been completely erratic with them.
In the last week of XXXX I was able to access my account, but the next day the same issue arose. A couple days later it worked again. Then again, a day or so later, I could not access the account. As of today, I still can not access my account.
The USAA customer service phone line has for a month XXXX or more ) had a phone queue of 55-90 minutes during business hours. Rarely can I devote that much time to waiting for someone to pick up the phone. Last night ( this morning at XXXX XXXX PST ) I got them after a four minute wait. Their wait time about four months ago was between 2-10 minutes. Now, I don't even bother asking them to fix the security issue. They can't do it reliably. I just use their customer banking service instead. But being unable to use the computer, which has greater facilities than their phone app, has become intolerable - I have had it. Please investigate their banking security system and customer service phone queue practices, which are certainly far, far below " best. '' Thank you.
|
| 02/02/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
Credit Card Fraud Claim Claim date XX/XX/XXXX says TEMPORARY CREDITS to your account in amount of {$470.00} ( THE TEMPORARY CREDITS have been made PERMANET. ) XX/XX/XXXX Statement attatched show {$560.00} TEMPORARY CREDITS they list as ADJUSTMENT PURCHASES ( beginning USAA fraud investigations ) And XX/XX/XXXX. Statement attatched TEMPORARY CREDITS listed as ADJUSTMENT PURCHASES show {$1.00}, XXXX total TEMPORARY CREDITS both months = {$2300.00} The CREDIT CARD FRAUD CLAIM letter claim date XX/XX/XXXX attatched shows {$470.00} TEMPORARY CREDITS and {$470.00} PERMANET CREDITS.
If TEMPORARY CREDITS MUST BE MADE PERMANET What will the PERMANET CREDIT APPEAR AS ON STATEMENTS? I've never seen any PERMANET CREDITS TEMPORARY ONES SAY ADJUSTMENT PURCHASES. WHAT DO PERMANET ONES SAY?
Please give dates of all PERMANET CREDITS. I am looking for {$2.00}, XXXX plus the {$470.00} from XX/XX/XXXX Credit Card Fraud Claim letter.
I spoke with XXXX USAA REP today and asked How will I recognise PERMANET CREDITS? He said, they will be the TOTAL CREDITS FOR THIS PERIOD AMOUNT. XX/XX/XXXX that amount TOTAL CREDITS was only {$450.00} which included my credit payment of {$77.00} and XX/XX/XXXX TOTAL CREDITS were only {$910.00} There are NO USAA PERMANET CREDITS EVER ON MY ACCOUNT Where are the rest of credits due me?
USAA has KNOWN THIS IDENINTY THEFT I REPORTED AS SUCH XX/XX/XXXX USAA COLLECTION LETTER attatched I have never had a card ending XXXX AND USAA BREAKS THE LAW There are statues against collections of Ideninity Theft USAA THINKS THEY ARE ABOVE THE LAW USAA OWES ME THE CREDTS NEVER MADE PERMANET They total. {$4.00}, XXXX USAA HAS KNOWN FOR 2 YEARS THIS IS IDENINITY THEFT USAA IS SUPPOSED TO BE ZERO LIABILITY I have been held liable for fraud 2 years
|
| 03/30/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
On XX/XX/XXXX, I lost a bid on an item on XXXX. Seller reached out to me via email stating that the winning bidder pulled out and he had the item available, I was the previous highest bidder. We moved off of XXXX to continue conversation. Spoke to each other onXX/XX/XXXX, on the phone and discussed purchase outside of XXXX. That should have been my first big red flag. Paid in increments based off of " proof of shipped goods. '' 2 XXXX XXXX for a total of {$3800.00} XX/XX/XXXX - {$1000.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$1000.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$500.00} USAA to XXXX XXXX via XXXX XXXX ( disputed and reversed ) XX/XX/XXXX- {$500.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$200.00} USAA to XXXX XXXX via XXXX XX/XX/XXXX - {$600.00} USAA to XXXX XXXX via XXXX Seller claimed to have shipped the computers twice. First time he could not give me a tracking number but the second time he did, it was never scanned in by USPS. Seller claimed that when he went to the post office they hadn't loaded it after 3 days and he picked it back up. Seller offered to fly it out with the final payment. Supposedly the seller flew to XXXX and was still unable to make good on his promise.
I contacted USAA and they said they could not help me and sent me to XXXX. XXXX said they could not help me and that I needed to file a police report/complaint. I filed a police report and the police told me they couldn't help me that I needed to go to the FBI. I filed the FBI complaint and never heard anything back. This has now been going on for 2 months and I still do not have a refund, I have excuses and empty promises from the seller, and this is my final attempt to get my money back and press charges against XXXX XXXX of XXXX, GA.
|
| 12/13/2016 |
Yes |
- Mortgage
- Conventional adjustable mortgage (ARM)
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
Dear Consumer Financial Protection Bureau : I have decided to do my own form of bankruptcy program, since my spouse and I have accumulated a great deal of debt over the years paying for our children to finish college and graduate school, as well maintaining our home. Accordingly, we request a " Cease & Desist '' on any calls to our home or work while we work out our financial matters. We will be from this going forward until the end of XXXX XXXX will be eliminating no less than a dozen lines of credit, as well as the balances on our vehicles. This in turn will eliminate over {$4000.00} in monthly charges that we can eventually apply to any unpaid credit balances, either by settlement or reinstatement. We will place all our student loans in deferment until we can attack these debts one by one. Our second mortgage will be maintained as current, but our first mortgage must go into default until XXXX of XXXX. At that time, we can start making mortgage payments and wish to place the arrearages on the back end of our mortgage. We did have plans on selling our home by the end of XXXX. Our program will work better than any bankruptcy plan that a Chapter XXXX would procure. Therefore, since we know what we are attempting, we do not desire collection calls to our home or work. We will communicate in written form only, and we believe that our program will work out as planned. We do not desire any foreclosure action on our first mortgage as our intentions are pure to start making payments starting XXXX XXXX without exception. Therefore, we desire a complete " Cease & Desist '' on all calls immediately. Thank you for your consideration in this matter as we have submitted written request to our creditors, but the " Cease & Desist '' has been neglected.
|
| 03/05/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
On Saturday, XX/XX/2021, I'd found out that {$1000.00} was gone from my USAA bank account. I saw that money had been transferred through XXXX to an unauthorized number. I immediately called USAA to film a bank fraudulent claim. When I was on the phone, I was told that an unusual phone number was identified having access to my account. So i also went through the lengthily process of reporting my debit card stolen, had my email changed, username changed, password changed, pin number changed, and turned off the quick login feature to avoid any more break-ins.
On Thursday, XX/XX/2021, I was emailed a response from USAA that my fraud claim had been denied. The next day, XX/XX/2021, I called back and spoke to a USAA representative and asked for an explanation to why my claim was denied. The guy on the phone was perplexed and sent me to the ER department of USAA, which apparently handles securities and claims investigations. I was told by the woman on the phone that I was denied because it was my responsibility through a scam. I kept trying to explain that no information had been given out to anyone, but they still said there was nothing they could do. That a man somehow got my information from somewhere, used it to get into my account, and made a transfer without my authorization and I was told that it's still somehow my fault. I warned that I would just keep calling back until I see my missing money reimbursed. Still, they said that the decision was made and that they hoped I'd have a nice day.
This seems like a securities issue on their end as my phone and email were the only numbers or addresses that were authorized to get into my account, and yet despite an unknown phone number getting into my account, they still call it " my fault ''
|
| 08/15/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I received a letter from the Federal Trade Commission that the insurance I was paying for was in fact fraudulent.
I contacted USAA ; the monthly payments for this insurance were coming out of that account ( sometime during the first week of XXXX ). I spent something around an hour on the phone with a USAA agent as she filed claims for all 18 payments individually. I submitted the requested documentation, the letter from the FTC.
Over several weeks, a few credits appeared in the account ; then reversals started.
I called a few weeks ago and asked to speak to a claims specialist, and was told I could not. I was told by the agent that reversals could only go back four months.
Now, some six weeks later, a fifth credit reversal occurred that, for the second time, put my account with a negative balance.
I just spoke with USAA again. It turns out that they don't handle their own fraud claims or disputes ; they are handled by a third party. This third party seems to be in the business of simply turning down claims. The reversal today was, they said, because requested information had not been received. ( I submitted the FTC letter to apply to all these claims ). I asked to speak to a supervisor and was told one was not available.
As an aside, a few months ago I put in a claim for a food delivery service wherein I disputed the charge because of raw food ; this also was credited then reversed.
So, in a nutshell, there is absolutely no fraud protection being offered from this bank. Further, they have no problem crediting customer accounts and then, weeks later, reversing funds leaving negative balances.
I have a hard time believing this is a bank supposedly watching out for service members. Disgraceful.
I am currently out XXXX plus XXXX.
|
| 10/07/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I have been a member with USAA for XXXX years never to have an accident or file auto claims as I did in XX/XX/2022. After trying to get insurance again after my car is finally complete I was told to call XXXX XXXX because underwriting can not approve a policy for me.
My issues started when I was coming home and the gate bar fell on top of my car. I called to make a claim for the damages. When the assigned claims adjuster called me we talked about other minor damages to my vehicle. Besides the roof damage, I had dents from a gas station pole when I opened my door, I had damages on the door when I was locked out my car and damages on bumper when i backed into a cement pole at a store. She informed me that USAA can fix all of those and to submit the claim. I did just that on the app in one claim. Once reviewed by the adjuster, she called and suggested to make 4 separate claims since I had no deductible. Since I didn't know the exact dates she chose the dates and recently informed me that she added dates unknown in her notes. The dates being XXXX XXXX, and XXXXXXXX XXXX
Now I have been calling and getting different answers from different agents from policy services and claims, even one that read the note that underwriting stated not to transfer my call to them but their supervisor wouldn't return my calls so another agent suggested I speak with the director and submitted a request. He returned my call and told me his adjuster did the right thing with the claims and would not have known it would affect my consumer report like it has or cause USAA underwriting to not approve me since she is not knowledgeable in that area. I would like this investigated and resolved because these claims have ruined my reputation as a driver and consumer.
|
| 10/24/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
USAAs XXXX service does not have adequate fraud protection. I attempted to purchase an item on XX/XX/XXXX for {$150.00} utilizing USAAs XXXX service. Once it was realized that the item was not delivered, I called USAA within the hour to cancel the transaction and was told that it couldnt be cancelled. I then filed a dispute on the transaction which was subsequently denied.
Since the XXXX service is offered through USAA, there is a level of trust that USAA and all of its services have adequate processes and protections for its customers. This particular USAA service requires you to provide information on the other person to verify authentic accounts, adding another layer of trust that personnel receiving the money through their establishment is authentic, and USAA has the proper protections in place when users are added.
USAA offers a service that fails to protect its customers. USAA has a subpar approach to this service ; grossly undermining the customer protections while falling quite short of communicating the risks appropriately.
My request has 3 parts, 1 ) Remove this service, 2 ) if not removed, offer the protections that are required and expected of USAAs typical platinum service, 3 ) refund the {$150.00} due to the lack of protections that should be incorporated when services include the USAA brand name. This USAA service, and accompanying processes, fails to achieve the basic standards of customer service that is typically inherent with USAA values. If the response to this complaint falls along the lines of, weve done all we can do and is authorized by contracts and law, USAA will have completely lost my trust in its intent to maintain the pristine service culture that Ive grown to love in my last 15 years as a customer.
|
| 10/23/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
This is a complaint about USAA. I have a checking, savings, and car insurance account with them. On XX/XX/2018, I had Auto-Pay set up from my Insurance account to my checking account. I didn't realize that if i pay it a few days before it would still auto pull my insurance payment. So, I made two payments for my insurance. One payment for XXXX XXXX the payment i made manually XXXX and the auto-pulled payment of {$230.00}. I called on the XX/XX/2018, and requested a refund of the payment that I made manually of {$230.00}.
On XX/XX/2018 I recieved an " USAA INTERNAL CREDIT '' of {$230.00}. I assumed that this was the refund I requested and that everything was resolved. On XX/XX/2018 and line item was applied to my account " RETURNED DEPOSIT ITEM '' of - {$230.00}. After 4 1/2 hours on hold, being hung up on and transferred 10 separate times. I was informed that my requested return payment of {$230.00} dollars was never issued. And the the {$230.00} dollars that I recieved as an internal credit from USAA was actually another members money that was applied to my account, and I was told that USAA reserves the right to take it back.
So at this point, my account is in the negative, I was given no warning that I was getting money pulled for my account. I do not have money for gas, or for food for my family. And now I owe USAA more money, all because USAA insurance failed to issue a refund and the banking department gave me someone else 's money for 20 days. That I thought was mine, and budgetted that money appropriately. I am a XXXX XXXX to an XXXX XXXX XXXX XXXX, and there is nothing I can do but continue to accrue overdraft fees for an error, and I do not have enough gas money to get to work now, so that I can lose more money to USAA.
|
| 06/26/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
I initially authorized an ACH for services where such authorization was later revoked, and services canceled with a request for a refund. Due to experiencing severe illness and a death of an immediate family member that resulted in an extended travel away from my home and eventually in my own admission to emergency XXXX XXXX, I was rendered unable to keep track of the refund status.
I notified XXXX of the situation after I was able to identify that the revoked ACH authorization and canceled services did not result in a refund despite the vendors acknowledgment of the revocation. XXXX explained because it was over 180 days, I needed to reach out to the bank USAA directly.
Despite reaching out to USAA on the very same day that XXXX notified me it could not help with the confirmed unauthorized loss based on the same mitigating circumstances, USAA failed to observe the extenuating circumstances provided under 12 CFR 1005.6. USAA has stated that because the payment had been authorized it could not be reversed. This despite mitigating circumstances and significant evidence that services had not been rendered and acknowledged canceled.
I still have significant difficulty corresponding and have been forced to write about the revoked authorization dispute at the risk off permanent nerve damages during my continued recovery.
USAA requested no evidence initially and after requesting evidence, the bank took no further action on the dispute denial because the payment had initially been authorized despite protections under various statutes not limited to the XXXX. I notified USAA since the authorization had been timely revoked, the vendor was entitled to {$0.00} and as such an incorrect amount of {$160.00} has been accessed to my account.
|
| 02/04/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Cashing a check
|
|
Web |
Servicemember |
|
I made a large purchase on my USAA credit card and then paid off my balance. I ended up returning the purchase, so I had a negative balance on my credit card of {$4900.00}. USAA mailed me a check for that amount. I never received the check.
When I called USAA to ask them to reissue the check because I had not received it, I was informed it had been cashed. The only possible explanation is that it was stolen at some point in the postal system because it never made it to my locked mailbox ( I have already filed 2 claims regarding this stolen check with the United States Postal Inspection Service ).
I was sent a copy of the cashed check and the endorsement on the back is clearly not mine. It was signed over to XXXX XXXX XXXX, a company I have never heard of. It was deposited into an account that does not belong to me.
I informed USAA that the check never made it to me and that I did not cash it. They refuse to give me the nearly XXXX XXXX dollars that I am owed and that was stolen by the owner of XXXX XXXX XXXX through no fault of my own.
I have filed a police report. I have filed multiple claims with the United States Postal Inspection Service. I have spent countless hours on the phone with USAA and filled out all of the paperwork they have requested. They have done nothing to get the money back to me. It is not my fault that they chose to mail my money instead of delivering it to me in a safer way ( e.g., wire transfer ). It is not my fault that they did not verify the endorsement. I have in no way contributed to the loss of the funds. I want USAA held accountable for allowing a criminal to cash a check that was made out me without verifying the endorsement in any way, and I want them to pay me the {$4900.00} that they owe me.
|
| 08/06/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, my husband deposited two checks into a joint account we have togther, one was overage from a title company and one personal check. Both checks were held for review ( not out of the ordinary ) so we waited. On XX/XX/XXXX, my husband tried to login to our bank account and gets a notification that the account has been frozen, not allowing us to withdraw funds. He called USAA to find out what the matter is and he is told the checks were being held for review and that the process takes 3 days and to wait till Monday for it to clear. He call Monday XX/XX/XXXX, account is still frozen, told to just wait longer. I also called, and they would not give me any information about how long we would be without funds and said that it was with the fraud department. Call XX/XX/XXXX, told to just wait longer. Keep in mind, the two checks aren't the only funds being held, it's all of his funds. Why is all of my funds being frozen if they were investigating the checks? Also, if they were investigating, why didn't they contact me? Why did I have to contact them to find out this information? Still awaiting resolution to this, and as of right now, we don't have any ability to take out money from my bank. They have given us no information as to what can be done to resolve this, and on top of that they keep saying they are investigating " attempted fraud '' which is downright insulting that they would automatically assume my husband was committing fraud, before a full investigation.
My wife and I have been taking turns calling up USAA to get our account unfrozen. I doubt this will hasten the account to be unfrozen but it is cathartic to vent. Although both checks have cleared into our account, we are unable to access $ XXXX of our own money!
|
| 06/28/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I was notified via text message from USAA of possible debit card fraud on Thursday, XXXX XXXX, 2017 at XXXX XXXX. I immediately replied to the text that - yes the charges were, in fact fraudulent. The fraudulent charges totaled {$1900.00} - nearly {$2000.00}. Given that USAA prides itself on good customer service, I expected that I would be given provisional credit, until the dispute could be investigated. USAA does not have many brick and mortar branches, so I moved my household account there because I had expected they would put their money into superior customer service. However, I am wrong in my assumption. After the text on XX/XX/XXXX and my subsequent call to them on the same date - I did not hear anything back from them. No phone call, no text - no email. I checked my account every day and noticed that although the charges stated pending - the monies were deducted from my available balance. It was n't until today, XX/XX/XXXX ( 5 days later ), when I called them to find out about the status of my claim. I was told today and my account revealed that USAA had finally reimbursed me for the fraudulent charges. I am so disappointed in USAA 's lack of customer service. No calls, texts, no communication as to the status of my dispute claim for fraud. This was clearly fraud. There should be an algorithim to detect that this was out of pattern for my profile. This is unacceptable customer service. I am so surprised with this treatment. Most banks will give provisional credit and then investigate the claim. Wow - I still can not believe the lack of customer service. I will not be using my USAA debit card anywhere. Only for ATM withdrawals. I hope that USAA Senior Management sees this complaint Regards, XXXX XXXX
|
| 05/19/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
yes my name is XXXX XXXX and my complaint is with USAA. I fell victim to fraud I filled out an ad online through XXXX thinking it was a build your own business kit and it turned out to be a scam. First they want to hold me responsible for paying the overdrawn balance I feel as though that is not right for me the customer having to pay for the wrong doing to me by someone who committed fraud on behalf of my checking account. Now they are reporting to the credit bureau about this incident. I 'm a XXXX and me getting treated like I 'm the criminal is very unacceptable I feel as though that the balance should have been written all I was able to continue to use my account because my military pay for XXXX my tax return the month of XXXX in the month of me my military pay has been garnished because they said that I had to pay back the overdrawn balance and it was over {$5000.00} of my money that I work hard to make has been garnished trying to please USAA not knowing that my money was being garnished for me being victimized of fraud or my account being compromised. I would greatly appreciate it if I can receive a phone call and or an email about this situation and I can fill you in with more details about what took place because I would like to have the money that I put it in the account by me being the XXXX back. that 's all that I want from USAA is my money the money that I made on a monthly basis with the XXXX in my tax return I want my money back if they ca n't compensate me for what has been taken from me due to being victimized a fraud then I want to take them to court behind this matter I think is very unprofessional and very degrading and very disrespectful to treat a customer like he or she is the criminal that was done to them.
|
| 02/26/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
This is a follow up complaint on a problem I had with funds transfer my USAA checking account on XX/XX/2019. I transferred {$1100.00} from my XXXX XXXX XXXX checking account to my USAA on the USAA app and when the transaction was completed, USAA put a hold in the amount of {$700.00} until XX/XX/2019. On XX/XX/2019 I logged on to my account and saw that USAA changed the hold until XX/XX/2019. I contacted USAA and after being transferred to several representatives, I spoke with XXXX on the CEO 's Office who told me that he filed a ticket and I would be contacted in two days. USAA never contacted me in response to XXXX 's ticket and since I also filed a complaint with CFPB, yesterday I received a voice mail and an email from XXXX XXXX from USAA, but when tried to contact her today at XXXX to discuss my car payment which USAA returned unpaid, although funds were available on my USAA checking account, I only reached her voicemail. I called USAA again and was transferred to XXXX at XXXX, also in the CEO 's office. He told me that he could not help me because he was not assigned to my case and again, my issue was not resolved. I contacted USAA on regular business hours to ensure that my problem would be resolved and that I would be able to request a letter from USAA to XXXX XXXX XXXX explaining the return on my payment when funds were on my account. but was not able to speak with XXXX XXXX or anyone else who could help me. XXXX XXXX was clear on her voicemail that she was calling me to discuss my complaint with CFPB, but didn't seem to be interested on discussing the problem with my account. Today I withdrew the funds from USAA and will make my payment to XXXX XXXX XXXX from my XXXX XXXX XXXX account, since USAA is not a reliable bank.
|
| 02/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I was contacted at XXXX by XXXX XXXX XXXX regarding an overdue bill due to a new debit card being issued. I paid the bill immediately via phone using a credit card.
At XXXX at the end of the business day, I received a phone call from a person in a call center who had my account information, name phone number and stated the electric company was at the box in the front of my apartment complex waiting to shut off my electricity if I did not pay immediately. they said I must pay via XXXX because my payment from that morning was declined.
They also stated that I was farther behind on my bill than I had been informed because a new billing cycle was coming around, and that I owed {$1000.00}.
They had me process 3 XXXX transactions from my USAA checking account in the amount of {$420.00}, {$420.00}, and {$110.00} in a row to bring my account up to date.
I immediately called USAA and tried to stop the transactions realizing that it did not make any sense, but the money was already gone. USAA states they were not able to recover the money from XXXX.
I called USAA again on XX/XX/XXXX and was told that the results of the 30-45 day investigation found me to be responsible and that they would NOT protect my transaction error. I escalated the dispute but did not hear back.
I called USAA again on XX/XX/XXXX, citing Regulation E regarding XXXX XXXX and they stated again that they would not refund my account but would send my request to a person to call me back within 3-5 business days.
I informed them that the regulation CLEARLY STATES they are responsible for protecting me as the consumer, and they are still refusing to refund my money. I informed them on XX/XX/XXXX that I would be filing a complaint with the CFPB.
|
| 06/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
This complaint involves USAA accounts : XXXX ; XXXX ; XXXX ; and XXXX. These accounts are found on XXXX Credit Report XXXX. I am disputing the accuracy and legitimacy of these account charges. When they initially surfaced, I contacted USAA and advised them that both me and my wife were identity theft victims and that we had not made these charges. Subsequently, I provided USAA all local Police Reports, Federal Identity Theft Task Force reports of the identity theft and fraudulent acquisition of the cards. I provided USAA the report from the U.S. Department of State as well as the Office of Personnel Management advising both me and my wife had been victim of a breach and that our information had been identified in use on the dark web. As a direct result, USAA refused to conduct a comprehensive, reliable investigation in a timely manner that would have allowed the individuals responsible to be brought to justice. Instead, I was repeatedly told " our investigation does not indicate fraud. '' When asked to provide strict proof of their investigation and findings, I was met with hostility. I met with similar results with our XXXX XXXX XXXX XXXX Acct XXXX. XXXX XXXX XXXX XXXX has repeatedly stated they are under no obligation to conduct any subsequent investigation. I have been pursuing this matter now for over five years, to no avail. CREDIT CARD and CREDIT REPORTING AGENCIES have an affirmative obligation to Investigate Consumer Credit Report Disputes in a timely fashion and to provide the results of those investigations. USAA, XXXX XXXX XXXX XXXX and XXXX have failed to do either. I demand to be provided the results and a copy of the actual investigation conducted on each of these matters, contemporaneous to the event and report.
|
| 08/06/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
I have communicated with USAA in writing and by telephone for almost two years regarding USAA Bill Pay. All of my complaints have been met with sympathy and promises to " look into the situation ''. All of my correspondence, phone calls, and faxes to USAA have been kept. Yesterday, I notified USAA that for the second month in a row, my payment to XXXX XXXX did not arrive. XX/XX/XXXX payment was never received by XXXX and to date, XX/XX/XXXX payment has not been received. Payment was due on XX/XX/XXXX. The USAA representative I spoke with said that XXXX payments were being sent electronically however for the last two months a decision was to make payments to XXXX by check. USAAs policy reads, Payments are issued electronically when possible, which takes 1 to 2 business days to process. For billers that don't accept electronic payments, a paper check is mailed through the U.S. Postal Service, which takes about four days for delivery. XXXX continues to accept electronic payments, so why would USAA decide to mail checks in lieu of electronic payments when their policy states otherwise? The USAA representative initially said that XXXX was to blame suggesting they take longer to process checks once received. He is incorrect. XXXX processes payments on the same day the payments are received. The USAA representative also told me that USAA does not reimburse customers for the late fees they incur. Clearly, USAAs policy states otherwise. If the payment doesn't post on time, we'll cover up to {$50.00} in late fees, penalties or related finance charges. Over the course of two years, I incurred more than {$50.00} in late fees and interest. Therefore, I expect USAA to comply with their written policy and reimburse me no less than {$50.00}.
|
| 01/10/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Problem with fees charged
|
|
Web |
Servicemember |
|
I bought a new XXXX XXXX XXXX from the dealership and signed a contract to pay them x amount. I now, 5 months later, owe more than I borrowed from USAA Federal Savings Bank in XXXX XXXX, XXXX and have made no principle payments while I put XXXX miles on the vehicle. Hard to say but it's probably close to $ XXXX in principle and equity I have lost. The only options I had for payments for the past 4 months was to pay the entire balance until this week where I can now start making regular payments, every 2 weeks. I have called USAA 5 times about this with no resolve. I heard it is illegal to charge someone interest without giving them the option to make payments and bring the balance down. They did not give me that option. They took the dealers check, which still didn't solve the problem and used it to make the first 4 months payments on the additional amount I never borrowed???????? Even then the balance was still more than what I borrowed. They tried to blame the dealership but they received from the dealership a signed contract with the balance due and should have never charged me anything over what I agreed to pay, nor should they have been charging me interest on anything over the past XXXX XXXX months. To this day I have never been able to get the balance due down to the original loan amount. This is completely unfair and there's nothing I can do about it. You need to change the laws to protect consumers. Tell everyone in the country that if this happens to them there's nothing they can do about it if they live in another state as their bank headquarters. It's completely ridiculous. Or you need to change the law and not allow people to use out of state banks for this reason. Now the bank won't even talk to me about this.
|
| 10/05/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Wrong amount charged or received
|
|
Web |
Servicemember |
|
To whom it may concern, This is my fnal complaint to be filed regarding this matter, I am recording the history of this interaction as a means of protecting others from the improper actions of USAA Investment Group and USAA Insurance Administrative personnel. As detailed in the referenced comaplaints, XXXX Date submitted to CFPB : XX/XX/2018, and # XXXX, Date submitted to CFPB : XX/XX/2018, USAA Investments Servrces did not offer any form of corrective action for the mishandling of my investment account ( undue fees withheld, collection of undue backup withholding, and untimely processing of transactions ). Instead of admitting and correcting their mistakes they retaliatedby closing my account and informing me that they " would not ducuss the matter any further '' ... The account was closed before it was liquidated and to add further insult, they still could not properly perform trades and dispense the funds derived from the trades. The closed account received even more restrictions, my funds were withheld and I was charged a fee once again for their ineptness!!! It took approximately three weeks ( XX/XX/XXXX thru XX/XX/2018 ) to conduct the trade for closing of my account. I was truly amazed that only two ( 2 ) of the employees who handled ACh and Wire transfers actually knew the procedures for completeing the transaction. Thank God for XXXX and XXXX!!
I am still due funds from USAA ; but, the administrative staff will not acknowledge their errors ... The internet is full of legitimate complaints from military families and consumers regarding similar activity at USAA. What can be done to coerce USAA Investment Group to be more mindful of how they interact with their customers! Afterall, without customers, can a bank survive?
|
| 03/29/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I had the unfortunate situation where the merchant charged me {$950.00} for the XXXX XXXX. They utilized my XXXX XXXX from USAA that advised that if I didn't give them permission to use the card then it is considered fraud and per the terms of XXXX XXXX themselves has the area which shows it as a fraudulent transaction.
Please see the area below : Thieves may acquire records containing your personal information and/or account information from intercepted or discarded financial statements, payroll stubs, or other records sent to you or from third parties with whom you interact in your normal course of business where such information is disclosed.
My XXXX XXXX was on the XXXX Webpage. The merchant in XXXX made the charge without my permission and I contacted them as a email came through to me. They advised me it was in error and it would be cancelled.
USAA had me completed the required Fraud forms and submit them and after many months came back with a non written response stating that I gave them permission to use my card. I firmly denied it and they insisted and then went into a personal matter I told them about my health. ( Per their request ) The USAA representative sided with the XXXX XXXX with no proof to back their position. They do not have a signature and they have my sworn statement that I contacted them in the window of cancellation with no charge if the employee hit a button during the call. I expected a company with a reputation that was built by XXXX would not be soiled by lies and fraud.
I have requested all proof with signatures that show that I made the transaction. Additionally, the hotel is not admitting to calls and stating that I needed cancellation numbers which they said were not needed at this time.
|
| 07/24/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Just to let you know, I just graduated XXXX XXXX XX/XX/XXXX. I recently joined the XXXX XXXX XXXX. The checking account with USAA is my first checking account. Before I left for XXXX XXXX on XX/XX/XXXX, I had my mom added to my checking account so she could take care of bills while I was in XXXX XXXX. She wrote me and asked me about some charges and I wrote her back and asked her to check on them. Then I tried to buy some deodorant and stuff on post and my card was declined. I hurt myself and was able to get a phone privilege to let my mom know I may be recycled due to injury and that I could n't ' t use my card. She told me she called USAA and asked about the charges, and told them I was in XXXX and was n't able to keep calling and stuff to USAA and to not cancel my card til I graduate from XXXX, but USAA cancelled it anyway. They did n't send a replacement card. USAA just left me hanging. My mom read me the letter they sent to the house and it was generic and did n't say nothing bout my card being cancelled or suspended or whatever it was. Then I had to finally call USAA and it was the worst experience that I have ever had. USAA is not a bank for military families. USAA needs to have a better way to help members when they are in XXXX XXXX where communication is restricted. I requested that they send me a card to the XXXX overnight. USAA said they could n't do overnight. So, I 'm already having a hard time adjusting to XXXX XXXX, home sick, injured, and USAA leaves me stranded with no access to my money. There 's a difference between trying to protect privacy and being uncooperative and unreasonable. At this point USAA is being unreasonable. I even uploaded a copy of the orders I received XX/XX/XXXX, so they see where I am.
|
| 05/27/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Virtual currency
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I was victim of a scam. A friend reached out to me on social media and tricked me into making false financial investments. ( I later learned that the friends account was hacked. My social media accounts also became hacked ). I was instructed to send an initial investment from XXXX of {$1000.00} to an account I was instructed to create at XXXX This account showed my initial deposit of {$1000.00} and a profit return of {$11000.00}. After a day the profit appeared I was then instructed via email that I needed to upgrade my XXXX XXXX account by paying {$2500.00} in order to withdrawal the initial investment of {$1000.00} plus the profit amount. On XX/XX/XXXX I contacted the company directly through XXXX and inquired on how to withdrawal the profit. I was told I needed to follow the instructions of the account manager and upgrade the account. On XX/XX/XXXX, I made the secondary payment of XXXX via XXXX and XXXX to withdrawal my funds. I was still not able to withdrawal and again I guided directly through the website and via account manager who no longer responded. At that point I claimed fraud on XXXX ( denied my claim ) and USAA for both the XXXX and XXXX payments. USAA debited the account for the XXXX payments ( {$2000.00} ), replaced the debit cards linked to the account, and started an investigation. I received a call back from USAA on XX/XX/XXXX. I told them what happened and the investigator told me I was at fault and that I can no longer use my mobile wallet, XXXX, I will have to payback the debited amount of {$2000.00}. I was notified today XX/XX/XXXX the investigation is complete and I will be responsible for paying back the debited amount. I did not intentionally seek a scam I was investing in a product.
|
| 12/19/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/18, I logged into my USAA mobile app and noticed several unauthorized transactions that were made in different cities in the state of Texas. I currently reside in XXXX, TX.
On XX/XX/18, my card was used at a XXXX in XXXX, TX, in the amount of {$1.00}. It was used again, on XX/XX/18, at XXXX XXXX XXXX in XXXX XXXX, TX for {$15.00}, and again at XXXX XXXX XXXX XXXX XXXX in TX for {$16.00} On XX/XX/2018 two purchases were made. 1 ) XXXX XXXX XXXX for {$580.00} 2 ) XXXX XXXX for {$1000.00}.
After a " full review '' from USAA, it was determined that the charges are valid. I might add that this process was concluded in one business day. That hardly seems sufficient.
Furthermore, USAA states the transaction were made close to my home. After personally reviewing, I determined that to be false. The aforementioned transactions occurred well over 200 miles from my home. USAA also cites my USAA mobile app was used while the fraud was in progress. To date, they have been unable to provide me proof.
Nevertheless, I cooperated fully with USAA and filed a police report. To date, my case with USAA remains closed, and I have been unable to reach anyone. I have left two voicemails at the extension provided, but have heard nary a word. As a consumer, I am not being afforded Zero Liability Fraud Protection.
Coincidentally, my credit card at another financial instutation was used in XXXX XXXX, OK for {$180.00} on the same date ( s ) as the transaction ( s ) that occurred on my USAA account. I have submitted documentation to the email address USAA provided - XXXX - that went without a response.
As a result, I am left without a significant sum of money and no clear answer from my bank - so much for protecting the cooperative.
|
| 09/28/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Wed, XX/XX/XXXX - USAA put our accounts ( XXXX of them ) in " credit only '' status, essentially freezing use of the accounts. They claim this was initiated by their fraud team. I called that day and was told by XXXX XXXX that I would have a response or my accounts would magically be unfrozen within XXXX business days.
XXXX XX/XX/XXXX - wait ( they say they can not do anything more until XXXX business days have passed since the request was made ) XXXX XXXXXX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait ( though XXXX of the XXXX accounts have been cleared ) XXXX XXXXXX/XX/XXXX- I call Member Resolution to inquire and they " submit another request to the fraud dept '' and tell me I have to wait XXXX MORE business days XXXX XX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait ( though I did call Member Resolution again anyway and got nowhere ) XXXX XXXXXX/XX/XXXX - I call and am AGAIN given NO information and am told to wait XXXX more days.
XXXX XXXXXX/XX/XXXX - XXXX withdrawals are being bounced, checks are bouncing, etc. Furious, it has been XXXX full weeks, so I call again today. After XXXX minutes on the phone with a " XXXX XXXX '' expert ( my XXXX one ), I am again told that there is nothing they can do except submit an electronic request for the fraud team to resolve it " within XXXX business days ''.
There is supposedly no way to put me in contact with the fraud department, and they will not let me talk to a supervisor or someone " higher '' up the chain. They claim the fraud department works first-in first-out, but that is clearly not true since XXXX of my accounts were unfrozen within a few days. I have had no access to my primary checking account and my son has had no debit card for XXXX days.
|
| 06/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I live in the state of Nevada. I bank with USAA Bank. There are no ATM 's, or Banks out here. I am a tip earner and I rely on XXXX XXXX service to get funds into my account immediately without having to wait 10 days for Money Order Deposit. No matter what I do I can not get ahead and this bank is charging me tons of Over Draft fees EVEN when my account is positive! Their system does not recognise the XXXX XXXX technology and because of this I am not able to get ANYWHERE and I 'm rolling and snowballing further and further in the hole with fees and in bad standing with my other creditors. Also, returning items EVEN when I have the funds in my OVERDRAFT PROTECTION account. I have literally exhausted all my options in trying to get money in my account to cover my expenses, called and complained and I 've been told I need to keep track of all of the debits out of my account. I explain to her that YOUR SYSTEM is crediting ELECTRONIC TRANSFERS up to 3 DAYS later even though making the funds available IMMEDIATELY therefore on my end I never go negative but there system they rearrange my transactions at the end of my banking day to make it seem as if I go negative when I do n't! I have n't taken any money out of my acocunt for the last 2 weeks only put money in and I still get a non-sufficient funds FEE for {$30.00}? Just because your system will not allow me to catch up and charging me fees on top of fees on top of fees and not taking my XXXX Withdrawals ( deposits ) into consideration at all only after everything is said and done? This is a huge issue for me and I have no money because I am trusting this bank and I 'm trying to explain to them that this is a SYSTEM ERROR and your system does not recognise XXXX XXXX as a deposit!
|
| 11/09/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
I went to a USAA ATM to withdraw money from my USAA checking account. My USAA ATM card and my USAA credit card look almost identical. I accidentally put my credit card in the ATM instead of my ATM card. I proceeded with the withdrawal and at no time did the ATM indicate that I was using a credit card or that I was taking a cash advance. The screen asked how much I wanted to withdraw and my receipt says withdrawal. I did not know that I had made a cash advance until later that night when I was reviewing transactions. I called USAA the next day, but there was nothing that they could do because the transaction had not posted yet. The following day, I paid the money back that I had withdrawn and I called USAA. The 2 people that I talked to said that they would not refund the fee and interest and that it was my fault that I put my credit card in the ATM. I believe that there are several instances of deceptive business practices in this case. 1. The cards look almost identical. 2. The ATM did not tell me which account I was using. 3. The ATM told me that I was making a withdrawal not a cash advance. 4. The ATM did not tell me that I was going to incur any fees. 5. The receipt told me that I had made a withdrawal not a cash advance. 6. There were no fees listed on the receipt. 7. USAA did not allow me to reverse the transaction even though I notified them right away when I realized the mistake. I believe that this could have been prevented if USAA had been more open about the transaction while it was happening. It also could have been resolved easily by the company, but unfortunately their representatives just did n't care. This is actually the first time that I have had a less than awesome experience with USAA customer service.
|
| 02/12/2019 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
My house was damaged by hurricane Irma in XX/XX/XXXX. I received a check from the insurance company ( XXXX XXXX ) for {$69000.00}. The check had my mortgage company ( USAA ) listed as one of the payees so I needed their endorsement to cash the check.
I provided all required information that USAA asked for to show the house was repaired. They even charged me {$35.00} to have an inspector inspect the home to insure it was fully repaired.
I overnight mailed the check to USAA and they received it on XX/XX/XXXX. I spoke with them on XX/XX/XXXX. They advised me they would endorse the check and send it back. On XX/XX/XXXX they cashed the check and advised me they deposited into their account. They no longer feel the inspection that they was completed in XX/XX/XXXX and that they charged me for in XX/XX/XXXX is good enough. They have not rescheduled another inspection they are just letting it sit for now.
They have provided no details on what they now require. They have stated they are reviewing the file and let me know what they will do once the review is complete.
Their website " XXXX '' states my inspection was cancelled and needs to be rescheduled but, I can't reschedule it because it is completed.
From XXXX to present I completed all the repairs to my house. Their inspector agreed that all repairs had been completed in XX/XX/XXXX. They have now cashed the check and are keeping the funds because they are unhappy with the inspection they completed and charged me for.
I have even asked them to apply the funds to the mortgage balance. USAA stated they are not able to do that because the funds are not mine. They stated the funds are now theirs until they complete the review with no details about what they are reviewing.
|
| 07/08/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
I received a call on XX/XX/XXXX from USAA letting me know that account was hacked and someone had created an external account and transferred funds. They also told me that someone tried to make a transfer to XXXX XXXXXXXX XXXX for {$3500.00} and XXXX XXXX payment for {$900.00} in Fl. I did NOT authorize these transactions. After giving this person my information they hung on me. I called USAA back and later found out that the person who originally called me was one of the scammers. XX/XX/XXXX started the fraud and identity investigation with USAA. I spoke with someone named XXXX on XX/XX/XXXX and he found fraud in MY favor and i was to have all those funds back in 2 to 3 business days. A total of {$3700.00} per XXXX which was a fraud investigotor. I called back on Tuesday XX/XX/XXXX asking where the funds were. Spoke with someone now named XXXX she said she will care for the funds as NO one requested those. I was happy to hear this news. SHe later called me back and said never mind i looked into your account and didn't see a breach I wont get any of those funds and now has locked all access to my account. I have called USAA everyday since XX/XX/XXXX and there has always been a different answer to all my same questions. I spoke with XXXX today a fraud analyst and she told me to call back and dispute the decision which i will be doing.
i called usaa on XX/XX/1924, XXXX, XXXX, XXXX, XXXX, XXXX XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX at least 3 times per day I do not understand why 1 inverstigator can be so understanding and helpful and the next one was so rude, nasty and not helpful.
ONCE THIS IS FIGURED OUT I WILL NOT BE CUSTOMER ANY LONGER How can USAA treat their customers like this that proudly served their country?
|
| 11/04/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
Attempted to complete a VA Streamline IRRRL refinance for my home property. After receiving approval for the loan they provided disclosures with the new loan estimates and charges. I saw there was not a VA funding fee associated for VA home loans. I asked, deliberately, about the absence of this charge. The representative stated USAA were exempt of this charge by the Veterans Administration and did not have to apply this charge to its members, creating incentive for myself to pursue this loan. I asked again to confirm and the USAA representative went to confirm that this was valid by confirmation of her colleague and her direct manager. They also acknowledged this exemption to be true. As we approached closing, I did not receive final disclosures, which is not typical. I attempted to reach the processor who had been servicing me thus far, and she was not available. On her VM, she directed calls to another representative as she was out of office during the week. I could not reach said representative or a manager. This was XX/XX/XXXX. Closing was the next day XX/XX/XXXX. I did not receive a call back or any feedback prior to the notary coming. Upon signing I noticed more discrepencies and the notary informed me I have 5 days to cancel the transaction. For the time being I completed the signing and intended to correct or rectify the situation. During signing, I viewed new unpreviouslydisclosed charges ( One being VA Funding Fee ), improper deed recording information, and other concerning relevant transaction details. I again attempted to contact USAA the next business day XX/XX/XXXX, this morning, but a manager or the previous processors were not available. I feel a compliant is most appropriate given what has transpired.
|
| 06/13/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Older American |
|
See attatched Tracking XXXX Proof Delivery to XXXX XXXX XX/XX/XXXX. See attatched XX/XX/XXXX Letter from me to XXXX Requesting VERIFICATION OF USAA & XXXX ACCOUNTS. MAIL FRAUD Criminal Investigation USPS DELIVERIES NOT MADE XX/XX/XXXX. See attatched XXXX XX/XX/XXXX. See attatched XXXX Reports. See attatched FTC ID Theft case XXXX. My complaint is : Despite written requests the unverified original signatures of delivery into my hands and XXXX License & Signature VERIFED I Opened Accounts have not been provided. The Accounts still remain on my credit report in violation of Federal Law. XXXX is required under FCRA to have a copy the original creditors documentation on file to verify that this information is mine and correct. In the reports XXXX stated " VERIFIED '' that these items were being " REPORTED CORRECTLY ''? Who verified these accounts? XXXX has Not provided me a copy of any original documentation ( a consumer contract with my signature on it ) as required under SECTION 609 ( a ) ( 1 ) ( A ) & SECTION 611 ( a ) ( 1 ) ( A ) Furthermore XXXX failed to provide the method of verification required under SECTION 611 ( a ) ( 7 ) Under SECTION 611 ( 5 ) ( A ) of the FCRA REQUIRING XXXX to " ... .....
Promply DELETE all information which can not be verified ". *THE LAW IS VERY CLEAR THESE BANKS ARE REQUIRED TO BE ( ADA 2.1 COMPLIANT ACCESS TO ALL XXXX. ) I HAD NO ACCESS TO THESE ACCOUNTS. * The Law is very clear as Civil liability SECTION 616 AND 617. I DEMAND XXXX VERIFY THE XXXX & USAA ACCOUNTS WITH ORIGINAL DOCUMENTATION OR DELETE IMMEADIATELY. I have only recieved credit reports claiming these accounts are verified, I have the right to ask for the original signed contracts wit ID to truly verify my signature.
|
| 05/27/2017 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
I have a checking and savings account wit h USAA Federal Savings B ank bank for many years in XXXX XXXX , TX. They recently shifted to added security at login. Supposedly, they send a security code to an email address and then you enter the code. This is as far as I can get on a laptop. First, they send the code to an old email address no longer associated with my account ( I do n't know what is on my profile for sure, because I can not login ). By the time I get into the old email account, copy the code and enter the code, it has evidently expired because I get an " invalid code '' message. I tried it three times and no luck. The same error message appeared. So I called customer service three times and once spoke to a security rep supervisor. I entered my SS number, my 4-digit p in number, my member ID #, gave my bank debit card information and then they wanted more information about made-up past addresses lik e one from twenty-five yea rs ago ( wrong address ) when I worked for a company XXXX XXXX XXXX miles away from where I live now and ove r ten y ears ago ( the plant no l onger exists! ) After another half hour or so, the public records proved false, so at that point I told them the public record information was not right. Despite my protest that the answers were not correct, the rep continued anyway. What more could they possibly need, well they kept on asking. I finally said enough! I want to close the account. But they would not let me, cause I have not been verified. SSN, Member ID, 25 random o ther passwords and personal information from an incorrect " public record ''? Please help me get my money out of this bank and close this horrible account or make them let me in to my own account.
|
| 08/05/2019 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/XXXX I received a letter from USAA on behalf of XXXX XXXX XXXX of the servicing company XXXX. It shows they found a delinquent tax bill. I immediately responded to show documentation of the deferment account I was approved for by the XXXX XXXX XXXX XXXX and explained I was not delinquent or in default. I called USAA and was on the phone for a considerable amount of time while my situation was being assessed and was told that this notice was sent in error by the service companys tax company and to disregard. XX/XX/XXXX Then I got the notice dated XX/XX/XXXX that USAA paid my tax debt of {$13000.00} in early XXXX and that it was to be paid back over XXXX year with an increased payment of {$1500.00} from {$380.00}. 5 years of property tax deferral to be paid back in 12 months. Its an impossible situation that could cost me my only asset, my home. That payment is almost the full amount of my XXXX, social security XXXX check.
I called the XXXX XXXX tax office who assured me I had not made an error and confirmed that they were sent the entire deferred amount in XXXX. She apologized that this has happened and said it has occurred with other lenders and the instruction for remedy is for USAA to email them to request the return of that full payment to restore my deferred taxes. This is an entitlement program in the Property Tax Code that I was encouraged to apply for and was reassured multiple times that it was a solution in my case of being permanently XXXX and trying to manage being a single parent taking care of my mother in XXXX.
After calls and emails on XX/XX/XXXX I have yet to have a reply from USAA. I was told my file was escalated to an AVP at XXXX ( not USAA XXXX. But still heard nothing after one week.
|
| 10/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
I recieved a notice from USAA federal savings banks that they are going to close my account because it is currently overdrafted.
I have been so XXXX XXXX Never over drafting and managing my finances like an expert. THEY KNOW EXACTLY WHEN AND HOW MUCH I GET PAID.
Yesterday I filed a complain regarding Title 15 chapter 41 and now it seems they are immediately retaliating against me. Keep in mind that complaint : complaint XXXX i stated that I have continuesly been financially prepping to avoid negative accounts and sustain a modest and meek living.
The information i provided is true and full in detail and I swear under law and purgery that it is accurate.
Letter details from USAA : XX/XX/2023 XXXX XXXX XXXX, USAA is committed to keeping you informed about important changes to your account. This notice is to inform you that your USAA Federal Savings Bank account ending in XXXX is overdrawn in the amount of {$190.00}. Under the terms of the Depository Agreement and Disclosures, you agreed to resolve any insufficient funds immediately. If you fail to bring your account to a positive balance, we will close your account. If you have questions or believe an error occurred, please contact USAA immediately. Thank you for allowing us to serve you. Sincerely, XXXX XXXX XXXX Assistant Vice President, Member Debt Solutions USAA Federal Savings Bank If you have declared bankruptcy, call us immediately at XXXX so we can honor all provisions of the United States Bankruptcy Code. If you are outside the U.S., call us collect at XXXX. USAA is required by the laws in some states to inform you that this communication is from a debt collector attempting to collect a debt, and any information obtained will be used for that purpose.
|
| 06/26/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I am apply for my first home loan all three credit reports are showing different account XXXX has Direct Student loans that were removed XXXX. XXXX has removed this. And all the letters I have sent the accounts XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX ) have not be updated to never late.
XXXX is obligated by the XXXX to report accurate accounting consumer has advised. ALL injuries reported was fraud said company had 4 days according to the LAW to remove such items. FTC fraud report was filed on behalf of consumer, consumer is now requesting XXXX to provide the documentation used to determine the injury was indeed authorized by the consumer XXXX has 15 days to provide me with wet ink signature consumer is NOT asking for an e-Oscar report. If XXXX does not have documentation to show these were in fact authorized it must be removed asap. SAID company ( listed below ) will be liable under SEC to follow certain rules. XXXX XXXX file number XXXX P XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX I will be filing form XXXX treasury XXXX forms to audit consumers account. XXXX is securitizing consumer data yet refuse to provide consumer a copy of their Consumer File Not Consumer Report.
Companies : Account name XXXX XXXX XXXX Account number XXXX Account name XXXX Account number XXXX ....
Account name XXXX XXXX XXXX Account number XXXX ....
Account name USAA SAVINGS BANK Account number XXXX ....
Account name USAA SAVINGS BANK Account number XXXX ....
|
| 05/31/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
After discovering that my daughter was involved in a social media money scam, my husband and I contacted USAA informing them that multiple fraudulent transactions were being deposited and withdrawn from the account. Even after several calls on the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX of XX/XX/XXXX, USAA continued to allow funds to be withdrawn and checks deposited on XX/XX/XXXX. We also filed a police report and submitted the information to USAA as well. We are a military family currently residing in XXXX since XX/XX/XXXX. The transactions were made in the XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXXarea. It is very frustrating that after making multiple phone calls and submitting a fraud claim USAA is still holding my husband and liable for the full amount. While we understand that our daughter made a terrible mistake, USAA should have stopped all transactions from going through on this account. We have also been informed by a USAA representative name XXXX that the account activity that reported as being unauthorized was never flagged as fraudulent and were just allowed to go through. The account has been overdrawn for XXXX and now they have offset our accounts, which is financially devastating our family and leaving us unable to pay our mortgages and car bills. They have applied a temporary credit on the fraudulent transactions but have still frozen our accounts while they are conducting their investigation. It is my understanding that the purpose of the credits are to keep their customers life from being interrupted while they conduct their investigation? This is just disheartening because of the number of years we have been with USAA ( almost 20 ). Any assistance you can offer would be greatly appreciated.
|
| 08/15/2016 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX, I reported to USAA bank that my card was lost, on the same day that it was lost. I was told that my account was closed and they and they were going to refund me the {$200.00} that was in my account in the next 30 days. When I called on XX/XX/XXXX they told me the account was still open. We got conflicting stories from various USAA customer service people. On XX/XX/XXXX they told me the check from XXXX XXXX from XXXX XXXX XXXX, XXXX 2011 for {$6300.00} was deposited into the account. I told them that " this was not my money, do not cash that check. '' I tried to log into my mobile app and is said " For security reasons my account is temporarily closed. '' On the next day I was told a check for {$1000.00} had been withdrawn. I asked them why did you permit this withdrawal when there was only {$200.00}. in the account. I was told " It is because you have such great credit. '' On XXXX XXXX I spoke with a manager at USAA and they said " I was responsible for any deposit that were made. '' I then received a letter in the mail that showed it has a signature which is printed, and contains information inconsistent with all previous deposits I have made. I have asked if they have investigated the situation, and looked into the person who deposited the check, and the money that was withdrawn in Ohio ( even though I live in XXXX ). The bank has told me there has been an investigation but refused to share any information. The bank repeatedly insists I am responsible for this money, even though I did all of my due diligence, informing the bank that the card was missing, that the deposit was fraudulent and should not be cashed. I was treated disrespectfully throughout, and was spoken to in a rude manner every time.
|
| 09/01/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
I would like to submit this complaint on the Mortgage lender USAA. I was preapproved for a home loan and this company end up denying the loan 2 weeks after my deadline to have final approval. The company was aware of every deadline I had but disregarded my several attempts to make them aware that we needed a decision by a certain date ( or I would lose XXXX of my earnest money ) and I spent over XXXX in inspection fees, appraisal feees, etc. The companies major problem came from giving me 2 loan officers to work with then gave 4 different loan processors to work with.Having all these different people caused an issue because we could never get any thing accomplished in timely manner and they would repeatably as me for duplicate information. Additionally, ever person they assigned to handle my loan would literally work once or twice a week then have an " out of office '' notification set up if you tried to contact them.They kept asking me for several documents that I would provide with in an hour of them asking for them, then they would take a 1 week or longer to update me on anything so in the end they caused me to loss my money, future home, and wasted the sellers time. There final decision was that the loan was denied because my DTI was 45 % and I needed 43 % to qualify which didn't make sense because we went over this when I was preapproved plus if that was going to be the case ... why take so long to tell me this information ( USAA knew my earnest money was on the line ) So to be exact there incompetence cause me to loss over 3k and not close on my house. As an XXXX American veteran I just believe this company is a disgrace and should not state the claim as being supportive of veterans.Thank you for your time.
|
| 04/06/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On or around XX/XX/XXXX, USAA abruptly closed my checking account. I was alarmed when I couldn't login to either phone app or web browser. I tried multiple times and then noticed the vague bubble popping up and fading stating that for security reasons, my account has been closed. I then contacted USAA. After a 35 minute hold awaiting the reason for not being able to access my account, the lady stated okay Sir, the reasons your account has been closed is because we at USAA have implemented a new policy and that policy gives USAA the right to use the option of closing your account. I asked, for what? She then stated because of a XXXX background XXXX charge on your account. I was so confused because I had been a member of USAA for 5 years now. I was lost for words and she then said thank you for your Service and for banking with USAA for 5 years is there anything else I can help you with? I said wow, really? What about my insurance? I have rental and car insurance. I just obtained a new policy. Well, I'm unsure about that let me transfer you to that department. The lady with the Auto insurance stated that my insurance policies were current and not cancellation was in place. Well, 2 weeks later, I received a letter stating my insurance policies were then closed immediately. I not only lost the money I just paid for my current month, but I did not have any access to my money to obtain new insurance. After I did find the best quote it is now {$65.00} more a month with less coverage. My rights and benefits as a veteran was snatched away because they decided to act on a new policy.
It has caused me nothing but XXXX XXXX as a veteran with XXXX and sleepless nights. This has caused me a loss in finances and so much more.
|
| 05/31/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Fraudulent Charges : XX/XX/XXXX and XXXX of XXXX there were a series of 4 charges made in California ( CA ) on my credit card. I called USAA, disputed that charges as I live in New York and was in NY when the charges took place. They were promptly removed from my account.
Whole Foods - {$29.00} Whole Foods - {$68.00} XXXX - {$6.00} XXXX - {$11.00} Fraudulent Charges Reinstated : XXXX of XXXX the charges reappeared and after calling, I was informed that an investigation took place and based on login activity on my USAA banking app, my IP address showed me in California. This is a flawed method, as I use a Virtual Private Network ( VPN ) that masks my IP address and routes it through other servers ( which will make me appear to be in different locations such as California ).
Attempts to resolve : I've since called in to USAA on 10 separate occasions. There have been 4 different dispute tickets filed by a member of their Member Resolution Team ( XXXX ) which were supposed to review documentation I provided proving I was in New York, not California ( other credit card statements showing NYC transactions and Google Maps history ). Each time the member of the fraud team states that IP address data shows I was in California and thus the determination that " the member '' ( me ) is liable for the charges.
Documents provided to USAA ( Proof of me in New York ) : - Proof of XXXX - XX/XX/XXXX XXXX Statement ( XX/XX/XXXX charges ) .pdf - shows transactions from my Chase account for New York restaurantsXXXX public transit ( XXXX ), etc on XX/XX/XXXX and XXXX of XXXX ( the dates USAA claims I was in California XXXX.
- Proof of XXXX - XXXX - Screenshot of my XXXX Maps data from XX/XX/XXXX which show me traversing XXXX.
|
| 05/17/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
Two fraudulent balance transfers totalling {$12000.00} were made to my USAA Federal Savings Bank VISA card on XX/XX/XXXX. These were transferred from two different XXXX cards. I do not own a XXXX card. I discovered this fraud on XX/XX/XXXX as I was paying bills. I contacted USAA immediately. The person with whom I spoke was very nice. She took down all the information and assured me it would be taken care of.
On XX/XX/XXXX a man who said he was with USAA called my husband on his old cell phone. My husband could not hear very well in part because he was in a noisy waiting room at XXXX XXXX XXXX XXXX. I was in XXXX at the time of the call and could not help him. We really do not know what was said during that call. We do know that USAA cancelled that credit card. They then increased our credit limit to $ XXXX.They also sent us two new credit cards which we have not activated. They also billed us for over {$12000.00}. I paid the legitimate charges.
After I returned home from a second emergency hospitalization in XXXX, AL, where I live, I contacted USAA FSB again about removing the {$12000.00} from our account. This time the man with whom I spoke was extremely rude and hateful and claimed that he had proof that I had called USAA and requested this. I had not called USAA for this purpose. After a couple of days we called again. This time I spoke with a female supervisor who was very polite. I thought she said she would handle this. I told her I would wait until the following Friday for her to fix this. She has not done so but I have been billed again for the {$12000.00}.
I have since filed a police report here in XXXX AL. They told me to contact the FTC about identity theft. We did that and the sent us to CFPB.
|
| 01/30/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX I received documents and a welcoming letter from USAA about opening a checking account. However, I never did nor authorized such an action. The account number is XXXX and appears to have been opened earlier in XX/XX/XXXX. I spoke with the bank staff including XXXX and XX/XX/XXXX, both customer service support who did confirm that this account was opened in my name, had my correct SSN and address but a different email address. They confirmed that a debit card was issued and an initial deposit made into the account, again, with no knowledge on my part. They also confirmed that the debit card was stopped by their fraud department but the account is open but on a hold as of XX/XX/XXXX. I requested several things be done immediately but they could only promise that I would be a call within 3 business days. I requested the following : The account be closed immediately with all funds redirected to their fraud account My name and all other information be removed from this account.
Issue a letter by end of day XX/XX/XXXX confirming that all was accomplished.
I inquired how a bank account could be opened without any credit check or other validation done by the bank. I have my credit reports frozen on all three credit agencies due to possible breech of my personal data. They could not answer that question and I am concerned for all their clients that no validation is done before an account is open.
I believe this to be a scam attempt, opening a checking account with minimum deposit and then issuing fraud checks against insufficent funds. My concern is that this activity and/or closing of the account by the bank will be reported to the agencies and appear on my records, thus damaging my credit worthiness.
|
| 10/31/2023 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
I have been dealing with this issue in regard to extended car warranty fraud since XX/XX/XXXX. XXXX of XXXX I was supposed to be getting an extended car warranty through a company called XXXX XXXX. In the end my card was being used fraudulently and used to pay a scam company. After reaching out to the attorney general in South Dakota ( because that is the address they were using ), he let me know that there were over XXXX other people worldwide experiencing this same issue. He then transferred me to an investigator who had been handling the cases. The investigator was on a recorded phone call with a USAA representative named XXXX & I. She jotted down all of the information he told her in regards to the case and verified that this is indeed a scam and fraud case/company. The company has since reopened under a new name and address, only to do it all over again. The problem I am having is that the charge was made on a USAA credit card and it is now in a delinquent status after the dispute was closed due to it being past their 90 days. That credit card was not used once I paid it off PURPOSELY due to the 0 APR ending. I have called and spoke with almost ALL of the departments and am constantly left with unanswered questions, no solutions and promised callbacks that never happen. Now even after the numerous calls USAA had been on with the AG, investigators and proof of this company being a scam they have now sold this debt to collections which is impacting my credit tremendously. The last thing I was told is : AG has to contact USAA ( XXXX ). AG knows who to contact in USAA about specifics. The number given to me for the private investigator assigned to this case was : XXXX and it belongs to a gentleman named XXXX.
|
| 12/01/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA closed my savings and checking account with no warning. I logged in this morning XX/XX/2021 to pay a bill online and my account was unavailable and it would not let me pay any online bills. I thought it was a glitch, so I logged in in the afternoon to see if the glitch was cleared and noticed my savings account had disappeared. I called USAA and spoke to a representative who told me it was a business decision but could not tell me why the business decision was made. The representative transferred me to a dispute department, who transferred me to someone else, who transferred me to a specialist. All I received was that there was a letter mailed out that I did not receive. All my communications with USAA has been electronically so getting a letter is not something I would expect for closing my account. No emails, No electronic online posting in my notices, and no phone call to warn me... .just a letter ( which I still have not found ). This is completely unacceptable and I will never recommend USAA to anyone again. So now I am out XXXX and have to wait XXXX to XXXX days to get my check for my checking and savings account to pay my mortgage, stop all my direct deposits, and update all my information that had automatic payments. Thanks USAA, this is what XXXX years of service gets you. There should be better notification practice and business decision with no other explanation is complete failure. The crazy thing about it all is that I had mortgage insurance and auto insurance under USAA which was automatically taken out of the account and was never late ( probably will be now since I have to wait for my check XXXX to XXXX days. I guess that it will be late now, and that is now even now up in the air .....
|
| 09/21/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Older American |
|
Good morning, I took a cash advance in XXXX of {$85.00} -- US dollars -- on XXXX XXXX, XXXX.
I knew there is a cash advance fee and that interest would accrue starting XXXX XXXX So when I received my XXXX XXXX, XXXX USAA XXXX statement which covers charges in XXXX, I expected both the cash advance fee ( {$2.00} ) posted on XXXX XXXX and the interest charge of {$0.00} which was posted on XXXX XXXX.
I paid the full amount due of {$2800.00} for the XXXX XXXX statement ( which was due XXXX XXXX ) early -- XXXX XXXX. This is confirmed on my e-bill pay account. USAA acknowledged receiving this on XXXX XXXX as well.
So far I understand and accept the charges HOWEVER, I was still charged interest on my cash advance of XXXX XXXX on the XXXX XXXX statement ( which covers XXXX charges ). The interest charge -- posted XXXX XXXX -- is trivial ( XXXX cents ), but the question is why am I still paying interest on the XXXX XXXX cash advance since that was paid off on time XXXX XXXX. ( See above ).
I spoke with a USAA representative who was very nice and explained that interest accrues until the amount due on my XXXX card is XXXX.
So even though I paid the entire amount of {$2800.00} due for the XXXX XXXX statement on XXXX XXXX, I am still charged interest on a cash advance I have paid off. WHY?
The agent said this policy is on the XXXX agreement that I received when I requested the card I can not find such an explanation.
The dollars involved in my case are trivial. But others unknowingly are paying interest on cash advances that are much larger. I doubt they have a contract explaining why. This is not transparent, and not fair.
Thank you for reviewing this issue XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ma XXXX XXXX
|
| 06/19/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
My bank is USAA : - XXXX unauthorized debits were made to my checking account on XXXX/XXXX/15. Amounts were for {$100.00}, {$6.00}, and {$6000.00}.
- USAA did not detect these and call me. I detected the discrepancy and called as soon as I was made aware of the unathorized transactions.
- USAA credited my account back in full for the amounts on XXXX/XXXX/15. USAA never called me to tell me that the account was being credited.
- Several forms and affidavit were mailed to my home address asking me to explain the situations. Thinking the situation was resolved, I disregarded the requests. Again, USAA never contacted me with instructions.
- On XXXX/XXXX/15, USAA debited my account for {$6000.00} since I had not returned the forms. The Bank never called me to let me know that they would debit my account for {$6000.00} if I did not return the forms.
- In XXXX '15, I mailed all proper documentation to USAA including notorized affidavit. The Bank has received forms and has had them on file for over 30 days.
- As of today, I still do not have the {$6000.00} credited back to my account. When I call USAA, they say that they are awaiting for the XXXX party bank to release funds back to USAA so that my account can be credited. USAA has provided terrible communication on this matter. They rarely call me to provide a status update. The Bank has yet to confirm whether the initial issue was fraud or bank error. I have no estimated time of completion on this account issue. As a consumer, I do not know what my rights are in this case. Funds of {$6000.00} were clearly debited from my checking account in error back in XXXX '15, and I am not sure why I am the party still at a loss when I did nothing wrong.
- Can you help?
|
| 11/07/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I called USAA auto loan companies to get an extension on my auto loan for the Month of XXXX because I was already paid all the way through XXXX. The initial representative made a mistake and processed it for the paid month of XXXX and had to speak to a supervisor so they could correct it Ive been calling for hours at a time for them to practice and they still have not corrected it saying that they used my extension for the month of XXXX a paid month I was told multiple times they would correct it they will listen to all the phone calls and make sure that my next payment was not due till XX/XX/XXXX and that XXXX the proper month would be extended or deferred. After paying my auto loan biweekly for the past couple of years I am very upset that now that I have medical situations that cause me to ask for a one-month extension the one with extensive has been placed in properly and has now affected me in a negative light even though it should not I am asking for someone to step in and make sure that they process the extension/deferment properly for the month of XXXX and not take my XXXX payment and use an extension for a XXXX balance that is unfair to me as a consumer there are plenty of notes that stem from XX/XX/XXXX all the way through the month of XXXX there are voice recording this was an easy thing for them to correct they couldve either apply the extension properly for XXXX or Or simply use the XXXX payment for XXXX since the process to the extension for XXXX this is not difficult please look into the notes and make them correct this as Ive been a USAA member for 20 years with no delinquencies and now this may cause that and it was USAA bank error and they said fix this immediately thank you
|
| 06/10/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
In compliance with the dental service 's cancellation policy, My wife cancelled a dental procedure for my son. On XX/XX/2023, the dental practice charged my USAA credit card a deposit of {$510.00}. My son 's dental procedure was scheduled for XXXX, XXXX, 2023 at XXXX XXXX
My wife questioned the standards of care in my son 's treatment plan, and began checking with other dental practices on how they conducted this same procedure. On XX/XX/2023, she sent the dental practice a notice to cancel the procedure and requested a refund to my USAA credit card in the amount of {$510.00}. The dental practice made excuses as to why they could not reverse the charges. This led to us initiating a credit card dispute for charges ( {$510.00} ) for services that were never received, and were cancelled per the dental practice 's cancellation policy. The dental practice sent me a full refund Check No. XXXX dated XX/XX/2023 in the amount of {$510.00}. I then called USAA as well as sent them a copy of the check via their online credit card dispute website. USAA has declined to reverse the credit card charge of {$510.00} twice. USAA stated, " This concludes our investigation, '' in both of their email messages. Today, I have sent USAA a third letter again, with my evidence of the deposit slip of Check No. XXXX into my checking account, a copy of Check No. XXXX and the XXXX XXXX XXXX cancelled Check Image of Check No. XXXX. In my latest letter I have asked them for an explanation of their decision, all supporting documentation, and to give me specific descriptions of the evidence that they require. I sent this third letter certified mail, return receipt requested. We may end up hiring an attorney to move forward with our case.
|
| 07/30/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
I received notification from USSA regarding an automobile payment being more than 30 days past due, therefore it was going to be reported on my credit. USAA is stating that I made the payment on XXXX XXXX of 2015 ( which was two days past the 30 + days time frame ). I have called the company and asked for clarification as the payment was made on XXXX XXXX, 2015 ( one day before the cut off date ). The explanation given to me was that though I did the correct thing by making the payment the day before it was 30 days past due, they can not remove the credit reporting. Their reason is that because I do not have a banking account with them, but I do with a third party bank, it sometimes takes longer for USSA to process the funds. Despite a long telephone call, there was no resolve. I explained to them that I have no control over how their company financially operates, I only have control over when I made the payment and it was before the date they are claiming. I feel that this is a deceptive business practice and should be looked into further. There is no reason that my credit should have a blemish because of their practices, which I have no control over. I also asked if I made a payment that technically was n't late, but my funds were not processed by USAA before the date in which it would be considered late, would I get a late fee - and I was told yes. Basically, no matter what I do or when I pay, it 's when THEY decide to get the funds and they go by that date. This is not fair to the consumer. I was told that I would have to go through a long process with disputing this with the credit bureaus, which I do not have time for and should n't have to go through the hassle due to their " business practices ''.
|
| 09/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
My checking account was illegally accessed on XX/XX/2022 and a wire transfer of {$9100.00} plus a wire transfer fee of {$20.00} was taken without my permission. I spoke with USAA that day and was assured that the money would be returned to my account mostly likely by the end of the day of on the XXXX at the latest. It was not done, I called USAA on XX/XX/XXXX, was again assured that the money would be returned to my account by the end of THAT day. On XX/XX/XXXX I called and was informed that they had called XXXX XXXX XXXX ( the receiving bank of this transfer ) and requested the money back and was told no, so I will not be getting my money back. I contacted my local law enforcement and filed a report ( XXXX XXXX XXXX XXXX in Colorado ), I spoke with several friends of mine who work in banking in various positions and got advice on how to proceed.
USAA never froze my bank account to prevent this from occurring again, they never advised me to file a police report, they never advised me to freeze my credit reports with XXXX, XXXX and XXXX ' their only advise was to change my security questions and password.
I called USAA again on XX/XX/XXXX and was told that my case was in the Fraud Department and they would put in a " front door request '' to have the fraud department call me with a status on when the money would be returned to my account. They said that I would have a callback with in 24 to 48 hours. I waited 72 hours and called again on XX/XX/XXXX to be told there is no update, but they could escalate my request for a callback and status. I advised them that I would be filing complaints with FICA, Consumer Financial Protection Bureau, XXXX XXXX XXXX and any other agency I think may be able to help.
|
| 08/18/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I am a thirty year member of USAA. On XX/XX/2020 while traveling in XXXX, I submitted a claim for a credit dispute where a vendor did not provide the services I paid for and could not be reached. USAA had requested a cancellation date and there was none because the vendor could not be reached which I stated clearly in the documentation.
USAA closed my case and failed to accept my communications or communicate clearly with me about its reasons.
When I returned from being locked down in the XXXX XXXX I called USAA on XX/XX/XXXX and was told they would reopen my case. They did not and I subsequently spoke with 9 different people who all told me different things including 3 in their highest customer complaint offices, the CEO 's Office. On XX/XX/XXXX I was told by a claims analyst named XXXX that all USAA transaction disputes must have a cancelation date and on XX/XX/XXXX I was told by XXXX XXXX of the CEO 's Office that all transactions must have a cancelation date and nothing further would be done on my case by USAA. I question the veracity of this since it flies in the face of all logic given that many disputed transactions do not involve a transaction in time in this manner.
More to the point, again : since the reason for the transaction dispute was that the vendor was unreachable, there was no way to cancel my transaction. I told XXXX XXXX that this is USAA 's error and not mine and therefore USAA should reimburse me. He denied this request as well.
I have since noticed that USAA has been penalized XXXX XXXX dollars for failing to honor customer stop payment requests. Clearly USAA did not reimburse these customers either and makes a habit of this type of offense and has done it again with me.
|
| 12/22/2023 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
USAA SAVINGS BANK- ( XXXX ) : Identity Theft USAA SAVINGS BANK- ( XXXX ) identity Theft I am in receipt of your company 's letter informing me you are handling the collection of the account mentioned above. However, after reviewing my records, I am unable to find any documentation of any contractual relationship between and me which makes you a person entitled to enforce a commercial claim against me. This letter is not a request for verification or validation. This is a request for proof of contract to substantiate your claim.
Provide me with a certified copy of an original contract, with my signature, specifically naming your company as a person entitled to enforce a commercial claim against me. Certification can be done through the presence of a notary public, who duly swears the copy made is in fact a copy of the original paper contract in question. Failure to respond and provide strict proof of contract will constitute your tactic agreement that you, and, are not entitled to enforce a claim against me. In the event, you continue your collection efforts against me without providing proof of contract, I will file a complaint with the Attorney General and Federal Trade Commission, and file a police report against you for harassment and invasion of privacy.
You have 30 days to provide strict proof of contract. In the event, you can not provide strict proof of contract, you must cease and desist all collection efforts and immediately remove any derogatory information reported to the consumer reporting agencies. If you transfer this account to an attorney without providing proof of contract, he will be immediately reported to the State Bar Association and XXXX XXXX XXXX for code of ethics violations.
|
| 03/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
My wife mailed a check for {$43.00} ( from our local post office ) to our local XXXX. Somewhere between the post office and the XXXX XXXX, it was intercepted buy a fraudster. The fraudster then took white-out and altered the check, wrote over the white-out making it payable to an individual for {$5000.00} ; the check was then cashed ( via mobile deposit ) by USAA on XX/XX/XXXX XXXX it was on our XX/XX/XXXX statement. The alterations were amateurish with at least 16 places on the check where you can see that the original writing had been altered.
I discovered the problem and reported it to USAA on XX/XX/XXXX. The two USAA employees on the call agreed that it had obviously been altered and then cashed by USAA ; they explained that their fraud unit would investigate, call us in the next 3 days and reimburse the funds into our checking account.
USAA did not call us ; on XX/XX/XXXX, I saw a message on my USAA log in that stated they denied your request to adjust your account. because I notified them at 73 days rather than 60 or less.
The back of the check says For USAA mobile deposit only so, that suggest a USAA account existed to receive the funds ; that USAA account was surely created with faked identification. USAA has refused to verify there was a USAA account the funds were transferred to and whether the XXXX is still in that account or if, and when, the cash was withdrawn. USAA cashed an obviously fraudulently altered check and transferred my funds to a surely falsified USAA account and they refused to tell me where the {$5000.00} went once they transferred it out of my account. USAA refuses to take any responsibility because of the 13 days over the 60 days and I have been a customer for 39 years!
|
| 11/23/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On Sunday XX/XX/XXXX I tried to deposit a Check from the United States Treasury Department for XXXX cents. I had to call USAA to get them to increase my deposit amount to allow me to deposit the check via mobile phone. They increased my balance to XXXX, and the mobile app would not accept my check due to the XXXX cents. I then called back and spent another hour on the phone just to find out they couldnt increase the limit for a 12 hour period, and I was asked to try later in the evening ( XXXX ) or first thing in the morning. I again called back on XX/XX/XXXX and was now told they could not increase my deposit amount or allowance above XXXX. So they denied my deposit of XXXX cents due to the extra XXXX cents. They then asked me to mail in the check, and told me it would take at least 30 days to get the money in the account. What good is a bank if they are worried about XXXX cents. Furthermore, they work directly with the Department of Treasury on regulations, it should not be this hard to deposit checks from the United states government. I currently make more a month then the payment from the IRS. This company needs to be fined due to their activity, and for not accepting a check from the United States Treasury. Prior to this event, and before setting up this checking account I called USAA to ensure they could handle large amounts of money and I was told I would have no issues, which clearly isnt the case. This company has cost me time and money, as I now have to switch back to a bank that can accept a XXXX cent deposit. Furthermore, I would say this bank discriminated against me, as they allow other customers to deposit larger amounts of money then my small check. They need to be fined for that also.
|
| 03/04/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
USAA bank reported us late payment in XXXX and XX/XX/2018 because while they were investigating an interest rate reduction dispute we were advised to pay what we could while active investigation going on. USAA corrected their error of raising our interest rate and monthly min payments when they found the mistake to be on their end, however, they failed to correct the credit reporting they did. We paid as their representatives advised us to, we did not miss payments as they investigated their mistake ( which took 6 months ), but could not afford the sudden dramatic increase that was not supposed to happen due to the program we were under. USAA inaccurately reported as the mistake was on their end and the advice on how to make monthly payments was on their end. We were told to submit dispute forms - we did. However, the person failed to read our forms and do the full investigation and reported our dispute as " irrelvent ''. I have attempted to leave messages on his voicemail repeatedly, but he will not return calls ( Mr. XXXX XXXX ). I have called the USAA customer service line to get a hold of someone in the dispute resolutions team, however, not one representative knows who to connect me to ( but they manage to repeatedly place me on hold for over 47 min at min each time I call ) and they just send me to dispute resolution for credit cards - who only tells me they can not help me because my accounts are not in default. In other words, I submitted 4 disputes for credit reporting to USAA and 1 to Mr. XXXX directly with a 2 page explanation and not one person has called me back to correct or even discuss the issue. I just sent out letter of complaint to NCUA and Im now turning to credit bureaus to help.
|
| 08/21/2023 |
Yes |
- Debt collection
- Other debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
I started receiving collection notices for an accident with usaa on a car that I have never owned or driven. I filed a complaint with the state insurance commissioner and they got the insurance company to cease collection efforts. then the collection agency started calling again. I have proven to the insurance commissioner that i was not the driver in the accident. what else can be done complaint number and response from dept XXXX Posted By : State Posted On : XXXX XXXX, The company responded that they were ceasing recovery efforts from you. Can you please upload a copy of the latest documents. I will forward this to the company in a follow up inquiry letter. Thank you.- XXXX XXXX XXXX XXXX XXXX XXXX.
Policy Insurance Card ID Number UNKNOWN Type of Policy Unknown Employer or Plan Sponsor Policy Number In what state was this policy purchased?
Type of Insurance Automobile Specify if Other Claim Claim Number Date of Loss XXXX Other Party Other party 's name XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA Other party 's policy or claim number XXXX Complaint Details Detail of Complaint I RECEIVED AS NOTICE THAT USAA IS MAKING A CLAIM ON MY MOTORCYCLE INSURANCE THROUGH XXXX. THEY DECLINED COVERAGE AS THIS IS A MOTORCYCLE POLICY AND EVIDENTLY A CAR WAS BEING DRIVEN. I HAVE NOT BEEN IN ANY ACCIDENTS DONT EVEN KNOW WHAT THE DETAILS OF THIS EVENT ARE. XXXX SAID OUR VEHICLE WAS A XXXX XXXX OR SOMETHING. I DONT OWN A CAR LIKE THIS. tHEY ARE NOW SENDING ME TO COLLECTIONS AND I WILL INCLUDE THE REQUEST FOR PAYMENT IF THERE IS A PLACE ON THIS SITE TO UPLOAD Describe what you would consider to be a fair resolution to your complaint THEY NEED TO FIND WHO WAS ACTUALLY INVOLVED IN THIS ACCIDENT OR OWNES THE VEHICLE INVOLED
|
| 05/16/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I paid XXXX by check and advised them i would not use my USAA Visa credit card. I gave them a check for {$720.00} dollars .I then called XXXX XXXX ( XXXX ) XXXX XXXX EMAIL XXXX because they charged my credit card and i never gave them my card. If you XXXX complaints about XXXX you will find many complaints about them. I am XXXX and not demented at all. XXXX said you did give me your credit card. I then emailed him all of the complaints about XXXX.
I have a USAA Visa credit card and i wrote a detailed complaint. USAA 's computer bounced it back at me stating " it is too lengthy. I then received a letter saying that my dispute was denied because i did not give them enough information. I then wrote a letter to the CEO Mr. XXXX he had XXXX XXXX ( XXXX XXXX XXXX ) Customer Advocate EXT.XXXX. You must say " extension '' after the options end.
call me. She argued the The Fair Credit Lending Act did not apply to this case. I then discussed this with my banker and she said that usually THE MAX one should be paid per The Law and usually it was nothing.
I called back XXXX and she said " they do not think your case is valid '' .The " they '' remained confidential. She stated i owed USAA Visa {$380.00}. I see both XXXX ( i reported them to Florida State Attorney general ) and XXXX as scamming a senior citizen. In Florida that is a 3rd degree felony punishable by a {$10000.00} fine and up to 5 years in jail. I am reporting USAA Visa because when i XXXX USAA complaints i found a flood of complaints. I have been a USAA card holder for many years. I am a retired XXXX XXXX XXXX XXXX XXXX with decades of service. I ask for you help with this problem because if i do not pay the {$380.00} they will damage my credit.
|
| 08/20/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
In XXXX of this year USAA Bank corrected some of thier mistakes on my credit report however due to them reporting the repossessed car 90 days late 44 times per a current report my score continues to be affected. I am obtaining reports from several banks that have run my credit, overcharged interest, or denied a loan due to this mistake.. In light of recent events I am requesting that this mistake be corrected as well. I am also demanding that USAA refinance the truck loan that was taken in XXXX of this year at a very high interest rate due to thier mistake.. I am also demanding that USAA REFINANCE my home that has now been denied due to thier erroneous mistake following the dispute that was made by me last XXXX. As they responded in my earlier complaint they admitted to wrongly reporting information that the car was still unpaid. Until USAA corrects the reporting my score will continue to be grossly miscalculated. I have met with an attorney here in AZ and he did suggest this contact one more time to see if we can resolve this matter without legal action. I am tired of this problem that I did nothing to create. The refinance amount that I was approved for latest year before USAA falsely reported this account was XXXX. This was to be a cash out refinance to pay off student loans and complete the remodeling of our home. Since this is USAA 's mistake they should have to fix the problem this is the only way that I will accept closure of this issue. Failure to resolve this in a timely manor will result in further legal action and unnecessary court fees to USAA. THEY CLAIM TO TAKE CARE OF VETERANS AND THIER FAMILIES FOR LIFE YET THEY HAVE DONE NOTHING BUT XXXX UP MY CREDIT FOR THE LAST 2 AND A HALF YEARS.
|
| 09/14/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
As stated on prior complaint I need natural disaster removed from the credit report regarding my property which has not been involved in any natural disaster. Per your response you stated this is per the banks discretion however XXXX XXXX XXXX stated that is incorrect because they do not have the property declared in any sort of natural disaster regardless of any other properties that may have been involved in a natural disaster any time this year with in XXXX County Indiana. Myself an American family are now asking that the comment declared as natural disaster which is incorrect and false information regarding my property now be properly removed.
Your company States this is to help protect consumers from late payments however this does not apply to me because my property has never been affected by any natural disaster this is also being taken to the next level with a third party government official. Myself and many others do not understand why the continued issues with your bank have yet to be resolved going on almost 18 months now it is making me impossible to refinance and sell my home is the next step to file a lawsuit as many consumers have done over the years most recently over the past two years with XXXX XXXX XXXX USAA?
at the credit grantors discretion, a special comment code noting the account as potentially affected by natural or declared disaster can be reported with the accounts history. The code is added to all mortgaged properties within the declared disaster area and does not definitively declare that the property sustained damage. The comment is designed to protect consumers from the potential negative impact associated with a late payment associated with the declared disaster.
|
| 11/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
|
|
I intend to pursue litigation in accordance with the FCRA to seek relief and recover all monetary damages that I may be entitled to under Section 616 and Section 617 if the UNVERIFIED items listed below are not deleted immediately. A copy of this letter as well as copies of the three written letters sent to you previously will also become part of a formal complaint to the Federal Trade Commission and shall be used as evidence in pending litigation provided you fail to comply with this offer of settlement.
Despite three written requests, the unverified items listed below still remain on my credit report in violation of Federal Law. You are required under the FCRA to have a copy of the original creditors documentation on file to verify that this information is mine and is correct. In the results of your investigations, you stated in writing that you verified that these items are being reported correctly? Who verified these accounts? You have NOT provided me a copy of ANY original documentation ( a consumer contract with my signature on it ) as required under Section 609 ( a ) ( 1 ) ( A ) & Section 611 ( a ) ( 1 ) ( A ). Furthermore you have failed to provide the method of verification as required under Section 611 ( a ) ( 7 ). Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified.
The law is very clear as to the Civil liability and the remedy available to me ( Section 616 & 617 ) if you fail to comply with Federal Law. I am a litigious consumer and fully intend on pursuing litigation in this matter to enforce my rights under the FCRA.
Certified Mail tracking # XXXX XXXX XXXX XXXX XXXX of the last letter,
|
| 11/27/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Installment loan
|
|
|
Web |
Servicemember |
|
Applied for loan with USAA ; was denied loan XX/XX/2023 because of XXXX score 1 ) Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high ; 2 ) Too many inquiries in last 12 months ; 3 ) Time since most recent account opening is too short ; 4 ) Amount owed on revolving accounts is too high ; After paying off debt to less than 31 % and increasing credit score to XXXX ; reapplied XX/XX/2023 and was immediately denied again. Letter stated : XXXX ) Proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high -- at 30 % ; 2 ) Too many inquiries in last 12 months -- curently 4 ; 3 ) Time since most recent account opening is too short -- -over 12 months ; 4 ) Amount owed on revolving accounts is too high ; 30 % Called USAA loan service XXXX XXXX XXXX to get clarity on denial and the rep stated I must call XXXX because they are the reason for the denial and nothing more. She stated could be because I already have a unsecured loan ( never late ) or credit card balance - I stated that is not labeled anywhere you can't apply if you already have an outstanding loan ; didn't know what credit score was acceptable or number of inquiries were acceptable ; Credit cards are {$0.00} with USAA and stated that could also be reason for denial. Stated it was based on XXXX credit report. I stated without basic qualifications or even a credit score, how can you know if a person is qualified as XXXX just provides the information you use to review to make a decision. Feel this is discrimination if you can't provide details on why my loan was not approved and someone else was.. still waiting on call back from resolution team.
|
| 05/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Submitted a dispute with USAA on XXXX XX/XX/2023 after XXXX delivered the completely wrong order ( a significantly cheaper order ) and refused to refund me multiple times. I submitted the receipt and photos of what was delivered to me as well as 3 chat logs where XXXX admitted they made a mistake and said I deserved a refund but due to policy, they could not grant one. I submitted this 3 times to the USAA dispute portal. After 60 days they said they had not received them so I called them at the end of XXXX and they asked me to resubmit a different way. This time they received all documentation and I received confirmation. It then was sent to the merchant and it has been in a waiting for Merchant 's Response status ever since. On XX/XX/XXXX I received a letter from USAA saying after a thorough and reasonable investigation was performed and reviewing all internal records and relevant information it was determined that no error was made and they would reverse the XXXX credit for they granted me. However, as of today XXXX XXXX the dispute status still shows waiting for XXXX 's response. I don't know how thorough an investigation it was that they found in the merchant 's favor when the Merchant still hasn't responded to the dispute. I contacted USAA on Monday XX/XX/XXXX to ask for the documentation that they used to come to their conclusion as their letter said I had that right. They submitted the request to their internal security team but as of XXXX XXXX XXXX still have responded but on XXXX XXXX they debited my account for XXXX. I feel like they closed this investigation without any action and without gathering any facts as the only evidence they have is mine and yet they found for the merchant.
|
| 05/16/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
Older American |
|
In XXXX of XXXX I initiated a Fraud Alert with the 3 credit reporting agencies, due to concerns I had about suspicious activity.
On XX/XX/XXXX I received a notification from XXXX XXXX XXXX that a hard inquiry had been made by USAA on my credit. I called USAA, provided my SS number, and after being transferred 3 times was told by someone there they would take care of it.
On XX/XX/XXXX I received a notification from XXXX XXXX XXXX that I had a new account with USAA Bank. I called USAA bank, provided my SS number, and was told that this was a credit card. I was told that because of my previous call, the account was " restricted ''. I was told that I would need to call back during working hours to report that it was a fraudulent account.
On XX/XX/XXXX I called the number for USAA fraud ( the number I had been specifically told to call ) and waited on hold for 55 minutes. I was then told that without a USAA account number, I would have to be transferred to a different number. The person who answered there said that I would have to be transferred to a different number, where I received a recording stating that the wait time would be 50 minutes. I hung up at this time, as I could no longer stay on hold. I will either try again or send them a letter.
My complaint is that USAA opened a new credit card in my name despite the fact that I had a fraud alert on my account. They opened the account despite the fact that I had called and specifically told them that I had not initiated a request for a card. They then made it unreasonably difficult for me to speak with anyone to remedy the situation. They provide no option to address this online. They are basically complicit in the identity theft business.
|
| 06/27/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I refinanced my auto loan with USAA with my father as co-signer in the auto loan. As part of the part I add extra insurance called a Debt Protection Coverage which covers if I or he become XXXX and/or dies the loan is paid in full after the 30 days waiting period. There was clause in the Disclosure of the Coverage that the only way that the coverage could be canceled is that the primary ( me ) dies or that I submit in writing that I want the coverage canceled. Unfortunately, my father passed within shortly after the signed that contract with USAA. My family and I received condolences from USAA and thanking us for my father service in the military. They requested a copy of my father 's death 's certificate. Of course, we complied with the requested because at the time it seem that financial institution request an official copy of the death certificate. In the process without any notice, USAA cancelled the Debt Protection Policy on the Auto Loan. I did not send in any document to try to active the policy on my father behalf this was some that they did on their own. I have contact their numerous times requesting documentation on why the policy was fraudulently cancelled and I have been hung on or place on hold for over 1 hour and half. I 've even went into the bank to the teleconference banking and they refuse to send me the documentation as why the policy was fraudulently cancelled. Since the cancelation, I have been diagnosed with XXXX and been XXXX by my condition. This situation is ruining my credit and should not have happened because USAA acted on the account with my knowledge and still will not provide any documentation as to what the damage that they did to the loan/contract agreement.
|
| 01/25/2017 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
On XXXX/XXXX/2016 I submitted a debit card dispute from my XXXX purchase in XXXX, XXXX. When I got home from XXXX, I read about all these XXXX scams in XXXX-where I purchased from their factory. I read articles that jade is enhanced for mass production and called XXXX and there is no way to tell if the jade is real or not. No one in my XXXX group bought any jade. Only I made a purchase at the jade factory in XXXX. I was concerned that I 'd been taken for granted by my tour company-who admitted that the tour guide was no professional. Now that I got back from XXXX, XXXX, I realize even more that emeralds are a form of jade. And emeralds have to be very dark and polished to be considered a precious stone that is worth the money I paid. When I hold the jade pendant up to the light, you can see through it. That 's not real emeralds or jade. Rep, XXXX XXXX, gave me a temporary credit. Now USAA wants their money back and USAA knows I am traveling again overseas to XXXX because U go through their USAA Explore and TRavel Agency in XXXX, AZ. I feel USAA is retaliating against me for complaining and closing my bank accounts. I closed them because of the fraud charge from XXXX/XXXX/2016 that was not resolved and I felt was an inside job at USAA. I attached the proof that USAA wants their money back but can not find the merchant 's rebuttal. In fact, I can guarantee that USAA ( who usually only has ten business days from the date of the dispute ) is retaliating against me. It makes me very angry. I 'm afraid USAA will re-open my account to make me pay for the {$110.00}. I believe I argued for less but XXXX or XXXX wanted me to get all my money back. THey exceeded their ten business days investigation.
|
| 04/01/2015 |
Yes |
|
|
|
Web |
Servicemember |
|
USAA did not follow procedures when they processed and disbursed convenience checks on a credit card individual account I had where my ex-wife forged my signature and took money from there causing a balance. For the past year I have been in contact with USAA calling and going to the branch.I started the process to buy a house with my now wife and realized they credit account still showed a balance. I went several times to USAA since.I requested the convenience checks that showed my ex-wife handwriting. She NEVER had a power of attorney or authorization to use that account. My ex-wife was hiding all this even from the court during the divorce and custody and diverted the correspondence so I did not find out about this. This person committed tax evasion as well and I have proof of that plus other things she did where she forged my signature and used my social security without authorization. I informed USAA of the issue and suddenly in XXXX I receive a cancelation of debt ( form XXXX ) from USAA stating that shows the balanced owed as canceled. They are still reporting to the credit bureaus a balance on the account.I went with my now wife to USAA and was connected with their call center to request a letter that states the balance is cero in the account due to the cancelation of debt. The representative stated that they indeed sent a cancelation of debt but technically I still owe the money. I told them there is no way I can still owe something they have written off for the fraud they allowed when my ex-wife forged my signature and in their notes is like that. They are trying to claim a lost and also keep me in their books like I still owe what they have canceled. I believe that is also fraud!
|
| 06/02/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with balance transfer
|
|
Web |
Servicemember |
|
I received a promotion from USAA to lower my interest rate for a period of time for all balance transfers. According to my XXXX statement, I had a credit line of {$15000.00} with {$8200.00} available. In conjunction with another credit card with low interest, I decided to transfer the entire balance of one of my loan to my credit cards. In order to do this, I had to use convinence checks. While I had checks for the other account ( also with USAA ), I did n't with the account in question. So I order them and when I received them, sent a check for {$6400.00} to XXXX XXXX XXXX mid XXXX. The XXXX XXXX started to process the check onXX/XX/XXXX. OnXX/XX/XXXX I received a statement showing a reduce credit line. USAA refused to honor the check that was written that was being processed via the bank clearing house. I called USAA on the XXXX about this since it had an adverse affect and I had not received prior notice. I later received a letter ( dated XX/XX/XXXX) from USAA indicating the credit limit change. I believe that USAA in this case is not acting in a honorable fashion since the check was written and was being process before the change and show have been honored. I would not been upset if the change had occurred beforehand. Refusing to honor this check will cause me financial harm due to the higher interest rate I now have to paid on the remaining balance. I am addressing the problem with my credit score via an open complaint previously filed ( XXXX ) that is awaiting resolution. I am disappointed because USAA normally does an excellent job in the many services they provides to me and others in my family. It about fairness and timing and continuing your high standard across the board.
|
| 03/09/2017 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
USAA Continues to violate payment allocation rules according to the Credit Card Act. " PAYMENT ALLOCATION Subject to certain exceptions, when a consumer makes a payment on his or her account, issuers are now required to allocate the amount of that payment that exceeds the minimum payment first to balances that are subject to highest interest rates and then to each successive balance bearing the next highest rate of interest. '' I have a promotional balance with a 0 % interest rate. My 1 Regular Purchase for {$450.00} and my 1 Cash Advance for {$500.00} both accrue interest at 16.15 % and 16.40 %. I 've been making several payments way above my minimum payment which has been {$0.00} on all my statements since XX/XX/2016. USAA has not been applying the payments to the highest balances with the highest interest rates first according the Credit Card Act rules or their own credit card agreement.
From USAA 's Credit Card Agreement : " How we apply Payments. We may apply Minimum Payments and other credits other than payments in any order we deem appropriate. Amounts paid in excess of a Minimum Payment are applied to the balance with the highest APR. '' USAA has continued to adjust my payments to balances in order to continue subjecting me to paying interest on balances that should have long been paid off. I previously contacted USAA directly regarding my concerns and filed a previous complaint, yet nothing has changed. I was even told by a senior USAA executive that I would be getting the interest I 've paid reversed, that never happened either. Is there another federal agency I should be reporting this blatant violation too? At what point should I contact an attorney or file for legal action?
|
| 03/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
A duplicate payment was sent to my Mortgage company. My request for my money to be returned was met after escalation with promises of a call from the Dispute Dept and an Issue Resolution Manager. I got NO calls. I have called them 3 more times. They still have not returned my funds or responded in any way.
The money was taken on XX/XX/2021. I got a low balance notification the next morning.
XX/XX/XXXX-Called, given 7-10 day response, refused that resolution, escalation resulted in commitments that the Dispute Department would call me by the next morning and a manager would also call me the next day.
XXXXCalled Credit card to get remaining points moved to make payment ; the mobile app had moved the first {$500.00} in points before telling me that it would take 2 days to show up in my account. Representative committed that the CC payment would process and show on time.
XXXXChecked accounts : -No {$1200.00} returned - {$500.00} CC Points gone from card, still not in bank account, Car payment shows paid on the XXXX side and on Bill Pay , not on bank account ... ... CC shows paid but Those points are still on the CC/did not come from bank account?????
-USAA car insurance autopayment coming this week.
-Called insurance group asking to drop autopay. Person spent 15 min reviewing this issue and never accomplished anything but dropping my autopay.
To support my statement that I in no way requested a second payment I will share that I did not need to pay my mortgage this month, it was a mistake. My original forbearance ended in XXXX with payment in XXXX. I set the payment out to XXXX months ago. If I had gone in to do anything with this bill it would have been to cancel the XXXX payment.
|
| 04/07/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I submitted a dispute on my debit card. XXXX XXXX due to a flight they cancelled at the last minute. They refused to refund my debit card. So I filed a dispute with USAA. I called the CS Rep who initiated a temporary credit. I received a Dispute Letter asking for documents. This is what I told USAA : I submitted 4 documents. One was the narrative and the other document proof of my ticket after payment. Flight information and all that.
This information was submitted on XX/XX/2020 the same date received. I received a email back that the documents were received. Fast forward last night received a letter that my credit will be reversed that they could not read a document. USAA would not give the courtesy of informing me that they could not read a document. They waited two weeks until the time was up for me to resubmit to send this letter out. I called spoke to two reps and a executive person who stated their DISPUTE department do not take calls and there is nothing they can do to rectify. Due to the coronavirus and what is going on in our world to expect USAA to be there for their members is too much to ask. I have stopped all direct deposits and removed my money to XXXX XXXX. This back in absurd and they poor bank practices leave much to be desired. I would like for this complaint to be posted to your website. I can't totally close my accounts with them until my stimulus check hit. But rest assured I will not be doing business with this amoral company ever again. USAA conveniently states they can't read a document or they say they never received a document. They are liars and I know {$270.00} is not a lot of money. Karma is a XXXX and I plan on getting as many people I know to leave USAA.
|
| 05/19/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
|
|
CFPB Complaint USAA Mortgage USAA is referred to herein as the " lender ''.
All agreements to transact real estate were made on the basis of a 15-yr 3.0 % mortgage with 5 % down payment as approved in the prequalification process with USAA. When lender later disqualified the applicant, the only options given to the applicant were 30-year terms and interest rates near 3.75 %. In addition, the lender then enforced a 10 % minimum down payment.
Central to this complaint is that the lender baselessly ( or without disclosing the basis ) disqualified the applicant 's rental property income ( $ XXXX/month ) while using the rental property 's mortgage ( PITI = $ XXXX/month ) as a debt in calculating the applicant 's Debt-to-Income ratio. The disqualification of this income is not a FNMA policy and the loan processor could not state the basis or origin for this decision. Upon this news, the applicant tried to remove himself from the USAA loan and change lenders on the sales contract, but this was rejected by the Seller.
As a result in order to get the 15-year mortgage, the applicant now has to refinance with different lender in order to receive the negotiated rate and term, but now must pay all closing costs again.
The complaints are summarized as follows : 1. Prequalified the loan applicant for a loan product for which he was disqualified after entering into a sales contract.
2. Initially given no interest rate option that did not include points.
3. Enforced a minimum down payment by virtue of the property being considered a condominium, even though it could be legally considered a single family detached property.
Proposed remediation Refund all closing costs from the USAA mortgage.
|
| 05/17/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with fraud alerts or security freezes
|
|
Web |
|
|
XX/XX/XXXX my credit card had suspicious activity with USAA. I called USAA and reported the fraud charges. USAA never called up to take down the information and in XX/XX/XXXX I received a credit card statement showing a balance of {$6.00} being owed and they said if we didn't pay they would close the card.
My wife called as the account is through her but it was my card. USAA said that they would fix it. This went on for months until XXXX when we got another statement saying we owed the same amount. Again my wife called and they had already closed the account that was paid in full, XXXX balance with a {$6000.00} credit limit and reported me as delinquent to the credit bureau. Again USAA said they would fix it.
Fast forward to XX/XX/XXXX my wife spoke with USAA again as I had tried to apply for a small personal loan and was denied, the reason was USAA.
The lady my wife spoke with helped her over a 2 hour period to ensure they would get this handled. What my wife found out was USAA never reported the original charges in XX/XX/XXXX as fraud. As it's been too long now they can't report them the usual way so they had to go through a special department within USAA to get it handled. My wife called again today, XX/XX/XXXX, and USAA pretty much said we can't help you.
I would like them to fix the credit card and reinstate at the original {$6000.00} with the interest we had originally. Take off the delinquent charge and report as fraud like it should have been done originally. Then they need correct the credit issue so my credit is fixed!
Everything was via phone call and all the notes are in our account under my wife XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , AZ XXXX .
|
| 06/08/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On or around XX/XX/2020 when I attempted to use my online Banking with USAA Bank, a questionnaire " popped up '' stating information was missing or needed updating. I have been a customer with the bank for over 15 years. The questions included asking what my net worth was and what my annual income was. It was stated that the questions were required as compliance with the " Patriot Act. '' I stopped and did not finish the questionnaire as I felt it was getting too personal and an attempt at gathering marketing information. I called the bank and asked about the questionnaire and they told me again it was required due to the patriot act. I told the bank I had been a customer for over 15 years and I have nothing changed in the last few years and all this information had previously been provided. I asked why now I was being asked and the representative on the phone said I must have done something to trigger the questionnaire. I said I have done nothing.
I followed up with emails on XX/XX/2020 ; XX/XX/2020 ; and XX/XX/2020 ; and asked each time what triggered the action. The contact site said they would respond back within 24 hours. I have not been responded to even once. I read the patriot act and it does not require my net worth or my annual income to be revealed to the bank. I feel I should be allowed to know what has triggered this action at the very least. Because I will not answer their personally intrusive questionnaire, I am unable to access the history and actions in my account to verify no charges are made on my account that I did not make. I am now being threatened with the closure of my account.
Please let me know what exactly the Patriot Act requires a bank to gather.
|
| 03/27/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I applied for a checking account with both USAA and XXXX XXXX XXXX on XX/XX/XXXX and was denied due to incorrect reporting of a fraudulent account that was proven to be fraud by XXXX Police Department. The police report number is XXXX. I disputed the information with XXXX XXXX XXXXXXXX but they have yet to delete the fraudulent account from my credit. I have a pending lawsuit against XXXX XXXX XXXXXXXX for incorrect credit reporting.
The report sent to XXXX XXXX XXXXXXXX on both XX/XX/XXXX and XX/XX/XXXX : I stored my personal items at a friend 's house because I was homeless for a few months prior to relocating to college in XXXX, XXXX. I went to XXXX XXXX XXXX on XX/XX/XXXX in XXXX, XXXX to be added to my aunt 's checking account as an authorized user and was told there was an account on my XXXX report from XXXX XXXX XXXXXXXX that was reporting fraudulent activity at an address I have never lived at ( XXXX XXXX, XXXX, XXXX ). I filed a police report in XXXX, XXXX, where I currently reside, because I suspect the tenant, XXXX XXXX of XXXX, XXXX, stole my identity, then used my information to open an account without my permission. The account was opened in XXXX, according to XXXX report. I attached my IG with my XXXX address, the only address I've ever lived. XXXX XXXX XXXXXXXX Replied stating they would not remove the account and expected payment because an individual walked into the bank on XX/XX/XXXX and opened an account with my ID. My ID and SSN card was stolen, as I stated above, and even after I provided XXXX XXXX with the identity theft criminal report case number from XXXX Police ( XXXX PD Criminal Report # : XXXX ) upon request, the account still has not been removed.
|
| 12/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
For account number XXXX.
I made 3 disputes for the same transaction ( XXXX, {$790.00} ). Each time the dispute was closed for reasons not relevant to the original issue. I resolved the issue myself with the merchant with a full refund. However, my complaint with USAA is that : 1 ) I believe USAA is closing complaints without investigating or reading complaints. Each time the complaint was closed with a reason that did not address the original issue. The first dispute was closed because they said a billing error had not ocurred. However my complaint had to do with the item not being recieved - I recieved it 2 months after the order.
The second dispute was closed with an incorrect amount - I returned the item and never received a refund. They closed the dispute because they said they sent me a form that I did not recieve or was otherwise unaware that I recived.
The third dispute was closed due to the timeframe having elapsed- however I had filed 2 previous complaints at this point. The fact that the merchant did not send me the item until after 60 days is not my fault.
2 ) I asked USAA to create escalated complaints several times, however I a complaint was filed nor investigated as I asked to be contacted by a manager, which never happened.
3 ) I was offered to speak to the customer resolution team, however I was put on hold for 30 minutes. I hung up. This is poor customer service and is resulting in customer complaints not being heard.
4 ) I called XXXX myself and they refunded the money on XXXX XXXX XXXX
FYI, I am a bank regulator with the federal government ( although I am not involved with USAA in any way other than as a customer ), so I know how banks should operate.
|
| 10/06/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
Due to financial hardship contacted USAA to obtain mortgage assistance in XXXX 2015 *before mortgage was late. Submitted workout package in XXXX 2015, received misleading information from Loss Mitigation Department advising that account must be 3 months past due prior to approval. XXXX XXXX, 2015 received denial for forbearance, repayment plan or any other type of assistance. On XXXX/XXXX/2015, Submitted 1 month payment. Received no calls or correspondences. I checked account via online and noticed that it was not credited. Contacted USAA and was informed that it was returned by USAA via USPS mail on XXXX/XXXX/2015. I continuously called every day to check on the status and they repeatedly stated it was returned on XX/XX/XXXX via USPS mail. It was credited to my bank account on XXXX/XXXX/2015. Then, USAA demanded 2 months payment by XXXX/XXXX/2015 to stop acceleration process. Payment made on XXXX/XXXX/2015 ( {$3600.00} ). USAA sent certified letter stating that they are going to foreclosure on our home and demanded another {$4000.00} to avoid foreclosure. Documentation provides XXXX different toll free numbers for assistance. Called all XXXX numbers and each number is to a different company : XXXX or USAA. Receiving phone calls up to XXXX a day. Answer each call and the representative tells us to disregard call. I would like resolution and an honest answer from USAA and XXXX on what is the status of the account and if they plan on working with an active duty service member on a repayment plan. I 'd appreciate a cease to the threatening daily letters and phone calls considering that I have met all of their demands to date and unfortunately they have not honored their agreement.
|
| 12/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
On XXXX XXXX XXXX, {$10000.00} was fraudulently transferred from my wifes and Is joint checking with USAA. One transfer was for {$900.00} and the other {$9100.00}.
My wife contacted USAA the same day to dispute the charges and USAA opened an investigation.
On XXXX XXXX we were contacted via phone from a USAA fraud investigator. The investigator explained to us that on XXXX XXXX someone went on USAAs website ( usaa.com ) and using only my wifes phone number was able to gain access to our accounts. This person logged in everyday until XXXX XXXX, when they transferred our money to an external bank account.
The fraud investigator claimed USAA has not evidence of fraud and refused to return the funds to us because the person who accessed our accounts used a phone number is listed in USAAs system as being associated with us.
First, my wife and I only access our bank information via the USAA app, because the app is directly tied to our personal devices and requires a pin number every time we access it. Accessing our accounts via the website from devices not associated with us should have raised suspicion.
Second, the person who accessed our accounts from the website, not a phone call. My wife and I never use USAAs website and if we have banking issues that can not be addressed via the app we always call, per USAAs own guidance. Someone accessing our accounts only from website, not the app and not with a phone call, should have raised suspicion.
Third, the {$10000.00} transferred from our accounts were clearly done in a manner to avoid having to do a Currency Transaction Report which should have raised suspicion by USAA and the financial institution that received the funds.
|
| 12/31/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
We completed a HELOC transaction with XXXX XXXX on XX/XX/2021 and the money was received the morning of XX/XX/2021 by USAA Federal Savings Bank. The money has NOT been deposited into my USAA Checking account as of close of business on XX/XX/2021. XXXX XXXX, the lending agency provided confirmation that the transaction processed and the money was received by USAA on XX/XX/2021.
On XX/XX/2021, I contacted the wire department at USAA and spoke with representative, XXXX who confirmed the deposit was received on XX/XX/2021 and that USAA was experiencing a technical problem with processing. They were aware of the issue and currently resolving the problem. He then proceeded to assure me the funds would be available by XXXX XXXX on XX/XX/2021. At XXXX, there was no deposit. The funds were received over 36 hrs ago as confirmed by both the sender and USAA representative, XXXX.
At XXXX XXXX, I contacted USAA Customer Service. I was informed the wire department was gone for the day. I politely asked to speak to a supervisor in hopes of elevating the issue and ensuring the case was documented. No supervisor was available. All I could speak to was an executive resolution specialist, XXXX could not provide any indication if/when the funds would be posted. She also explained that there were no supervisors available ( she inferred a supervisor might be able to access more information to explain why this was occurred ).
I'm sorry, this is unacceptable. {$77000.00} is a lot of money and not being deposited in a timely manner is not in accordance with standard practices/regulations. USAA is a major financial institution and has mishandled this transaction in a gross and unacceptable manner.
|
| 07/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Didn't receive terms that were advertised
|
|
Web |
Servicemember |
|
In XXXX I contacted usaa to open an checking account due to my deceased XXXX XXXX father, and XXXX children being in the XXXX XXXX XXXX and having an account with them. I submitted my info to open a checking account and was awaiting the opening of my account. A month went by and I heard nothing. I contacted them and they claimed to not have received my ID. I have proof it was successfully uploaded at the same time I requested the account in which they didn't want so they advised me to send a copy through the mail or try to upload again and once received they can proceed with opening my account. I informed them it took 1hour and 23 minutes to upload my ID because of their system so I would send via mail. They gave me the address and I tirelessly went to XXXX to copy my ID and then USPS to send via mail. I didn't hear anything again after a week or so so I contacted them and was transferred over and over again and told they didn't receive it and then after another transfer that they did receive it days ago but I need to resend my ID in color form. I was again reassured that once they received it I could finish opening up my account. I again went to XXXX and then USPS and mailed it. Today-XX/XX/23- 2 months later I contacted then to see if they received it and was told " we decided to end business with you have a nice day ''. They gave no reason nor explained. They claim to have needed the copy of my ID to verify its really me. I'm XXXX and was not supposed to be driving nor on my leg. I sustained a new Injury which made it almost impossible for me to have gone back n forth to send my personal information through the mail. I'm in pain 24/7 and they totally had no consideration.
|
| 05/22/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
This is in reference to a closed claim XXXX, I'm disputing the resolved claim stating that we linked a credit card opened by XXXX XXXX and XXXX XXXX XXXX XXXX for overdraft charges totaling almost XXXX, we never use a credit card to cover such charges we either use our savings or just deal with the charges at that time mentioned I'd spoken to USAA and let I was XXXX from the XXXX XXXX and would be closing my account due to needing a physical bank and wasn't happy on how we were being treated customer service wise and unfamiliar charges to our account which was pertaining to the Identity Theft which occurred by a visiting relative stealing our information back in XXXX before the 2nd identity theft occurred which I attached the information to you. My son XXXX should not be held responsible for these charges or myself, if we made the charges we would pay these but we are unaware of such charges. We changed to another bank during the time period of XXXX - XXXX so how can these charges have been implimented I've tried to access my previous account with USAA to view these claims and have no access. I won't the information sent to me via email or mail so I can review the for go charges mentioned, its sure is funny when my son ask for access to his account he was told that wouldn't be possible until he spoke to corporate office and you all send a resolution stating items on my account which was the same period he requested and was told it was to far back to pull anything up. This is really an issue as we are trying to clean up our credit so my son can purchase a home and my wife and I can enjoy our retirement with this hanging over our heads. Help would be appreciated in this matter.
|
| 01/20/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
Servicemember |
|
My ex-husband had a credit card with USAA XX/XX/XXXX. He added me to the account as an authorized user so that I can use the card. I never authorized to be a secondary card holder at any point or to have any financial responsibility for the card because I did not work. When we divorced my ex-husband defaulted on this credit card account. USAA has been trying to hold me responsible claiming that I have authorized them to add me as a secondary user at some point which is untrue. USAA refuses to allow me to have my own checking/savings account as a result of my ex-husbands defaulted credit card. My ex-husband also filed for bankruptcy. I have contacted USAA numerous times to have this straightened out. I have even asked them to send me proof of a signed contract that I authorized anything. They sent me a letter claiming they found proof, however they did not send me any proof. They did not send a contract, no signatures, or any info on what kind of proof they had. This is because USAA is being untruthful. They are trying to hold me accountable because he defaulted and filed bankruptcy. I have never authorized them to put me on as a secondary member because I did not work while I was married. USAA has charged off this account over 3 years ago I was told by a Representative who said they could not help me get a checking/savings account. I have recently remarried, and my spouse is a USAA memeber and my current spouse is trying to add me to their existing checking and savings account. USAA is refusing the allow my current spouse add me to their checking and savings account. I have been trying to resolve this problem for over 12 years now. Please help resolve this issue.
Thank you
|
| 05/02/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
In XX/XX/2019, my wife, daughter, and I each received letters via U.S. mail from USAA Federal Savings Bank in XXXX XXXX, Texas, that the bank had chosen to " exercise its right to no longer do banking business with '' us. The letter further stated that " certain obligations were not met '' without elaborating on the nature of the supposedly unmet obligations.
Within the following month, the bank did indeed close all of our checking, savings, and credit card accounts. According to FCRA, ECOA, and similar regulations, financial institutions must provide rationale for adverse actions taken against customers. Our numerous phone calls to the bank, and even a letter we penned to the president of USAA, went unheeded with responses of " There's nothing we can tell you. '' To make matters worse, we are still insurance customers of USAA " in good standing '' ; however, when the bank terminated our banking relationships, the bank also disabled our access to the USAA.com website -- including online access to our insurance documentation. Our requests for the bank to reinstate our access to the website ( so we can print automobile insurance ID cards, make insurance payments, and the like ) have been ignored.
Other USAA insurance customers in good standing have access to the USAA.com website. The fact that USAA refuses to reinstate our website access is unfair and unequal treatment, based solely on their unrelated refusal to continue a banking relationship with us.
To summarize, USAA must provide specific reasons for their adverse actions against our checking, savings, and credit card accounts, and must reinstate our access to their website for our continuing insurance relationship.
|
| 07/10/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- You never received your bill or did not know a payment was due
|
|
Web |
|
|
Under the fair credit billing act the creditor must i have requested proof and clarification of charges in dispute, an addition to my balance which cause is yet to be displayed. I have not received written statements for my credit cards until the most recent billing statement. However, on two of my cards the balance increased without evidence of the charges made. Meaning USAA violated the time frame allowed by law to finalize billing disputes and reversed a decision it made over 12 months prior. However, these reversals are not explained or shown on any statements. Since USAA restricted my online access I have been unable to get an accurate understanding of how much was charged back. Furthermore, I re-established my dispute of these charge backs as well as a few other billing disputes but have yet to receive written acknowledgement of these disputes. Seeing as there has been no clear or detailed explanation of how my current balance came to be, and USAA in a response to several CFPB complaints informed me they found me responsible for under {$2000.00} in previous charges, it is unclear why my statements have risen by over {$6000.00}. I have made over a dozen requests and filed several complaints with the CFPB with this request and refusal of USAA to provider documentation to support the increased balances, explain the charges, verify charges previously disputed and found in my favor, all the investigation results and accurately depict my balance. These have all gone unheard. Thus, I have no way to pay my credit card bills seeing as I have not received accurate or detailed statements. USAA has failed to properly reflect charges or payments to my credit accounts.
|
| 07/28/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
Servicemember |
|
USAA SAVINGS BANK XXXX XXXX XXXX XXXX XXXX, TX XXXX I was rebuilding my credit and opened 3 credit cards XXXX, XXXX, XXXX ( was XXXX ) but they changed into a XXXX. XXXX {$5000.00} $ XXXX XXXX $ XXXX XXXX the cards did what they were supposed to do, I repaired my credit by having 100 % on time payments. I paid of the cards with the CD 's established to secure them. I thought USAA was really a XXXX XXXX XXXX ( I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX Veteran ) As long as the cards were Maxed Out and I was making the minimum payment everything was great and I got great customer service. However ; my credit being repaired I have 8 unsecured cards, the secured.cards were no long need. I knew they were paying only .50 ( half a percent ) interest on my CD securing the cards, and they were loaning my money out for 11 -17 % to members of the CU. And I knew they were charging me 11-17 % on my purchases and more on cash advances ( 35 % ). BUT WHEN I PAID THE CARDS OFF! That is when I found out USAA did not love me and were not altruistic. The beginning of the TWILIGHT ZONE! That is where the problems started. 1. I asked for my refund on my XXXX to be deposited into my Checking Account, causing me to have to drive 180 miles round trip to pick up a {$110.00} check. 2. I asked for my refund on my USAA Secured XXXX to be deposited into my Checking Account, causing me to have to drive to collect {$24.00} XXXX. I asked fo rmy refund on my other USAA Secured XXXX to be deposited into my Checking Account and they so far have refused to refund {$550.00} to date. Giving me many excuses why they can not release my REFUND???? THEY ARE RETALIATING AGAINST ME FOR ASKING FOR MY OWN MONEY! signed
|
| 04/20/2020 |
Yes |
- Payday loan, title loan, or personal loan
- Title loan
|
- Vehicle was repossessed or sold the vehicle
|
|
Web |
Servicemember |
|
My vehicle was unlawfully repossessed ; I made a {$1300.00} payment and the company representative said I paid the wrong loan. I attempted to pay through accessing the account on my bank application, but the computer application would not allow me to change the amount. I called and spoke with a representative to make a payment of {$800.00}, but they said the minimum they could accept was {$1300.00}. They allowed me to make a payment arrangement which the letter included shows ; I paid more than {$800.00} and they still took my vehicle. The vehicle had heated seats which assist with my mobility ; I am a XXXX XXXX veteran with XXXX XXXX, and a number or other limiting conditions to my XXXX XXXX. I have banked with USAA for over 18 years, but they attempted to get me to pay off a collection agency after they took my vehicle. The XX/XX/XXXX letter they sent me said I owed money and when I called they attempted to transfer me to XXXX an outside collection agency. I didn't default on the terms for the modified loan which says you can lose the vehicle after 8 weeks of non-payment. I had been it communication with them, and even paid including late fees. It is reported on my credit the modified loan was 6 weeks late, not 8 weeks. They did not send me any notice before hand of their concern to take the vehicle.
I need to find employment, and they need to remove XXXX and all other collection agency reporting from my credit reports with all bureaus. I would also like money returned to me to assist me with purchasing a replacement vehicle. They are causing hardship because the negative reporting is making my insurance costs higher, negatively affecting my credit, and employability.
|
| 08/22/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
On XXXX/XXXX/2016 I ordered an Official Check from USAA ( a company with whom I have had a longstanding relationship ) with expedited shipping ( USAA does not specify method ). Five days later the check had still not arrived. No notification was given that the check had been issued or shipped or by what method, nor was any tracking information given. The bank representative on the phone used tracking information not available to me to inform me that the check had supposedly been delivered by XXXX on XXXX/XXXX/16 ( the funds were not debited from my account until XXXX/XXXX/16 ). This Official Check - essentially a cash instrument - was sent by unsecured means with no signature required. No XXXX package ever arrived at the designated address, or if it did it was left in an unsecured location and stolen. I requested that the bank stop payment on this check and immediately issue another check in the exact same amount to the exact same payee but the bank representative refused, stating that their policy prohibited doing so for 90 days - meaning of course that they preferred to leave open the possibility that the check would be fraudulently presented for payment. I escalated the matter to the CEO 's office, which responded promptly to my email ( XXXX was the rep 's name - no last name given ), but then took several more days to " investigate '' before informing me that no exception to their policy could be made despite the fact that it was to both the bank 's and my benefit to stop payment. This is both inexplicable and unacceptable. Our interests in preventing fraud would seem to be aligned in this matter but the bank remains obstinate. Please intervene and assist. Thank you.
|
| 12/07/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
Servicemember |
|
On XXXX XXXX, 2020, I was added as an authorized user on a credit card with USAA. On XXXX XXXX, 2020, I received the credit card in the mail. On XXXX XXXX, 2020, I informed the primary card holder that USAA was not reporting to any bureaus. He called USAA on XXXX XXXX, 2020, and was told that the card should show up on my report within 30-45 days of adding user. At this point, it had almost been 60 days. On XXXX XXXX, 2020, he called again and was told that everything on their end was good and that I should contact the bureaus. He was told that they reported it on XXXX XXXX, 2020. On XX/XX/XXXX, I noticed that the card/account still had not reported. I called XXXX XXXX and XXXX, and was told by each of them that they did not have any knowledge of this account. They also stated I should request a confirmation number from USAA with reporting dates. We then called USAA on 3-way told them what the bureaus said. The representative informed us that he did not see any information where the card had reported and could not provide us with a confirmation number that was requested by the bureaus. He suggested that we file a dispute on the USAA website, in which we did. I am filing this complaint in order to expedite the process and also because I know that the online disputes can sometimes automatically decline. This is slowing down my family 's home buying process and I would like to get this issue resolved as soon as possible as we have a XXXX XXXX in less than XXXX weeks. Please help resolve this issue by having my credit report updated ( and backdated to XX/XX/2020 ) when I was added as an authorized user to reflect positive credit card usage. Thanks in advance for your help!
|
| 05/25/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
I wired money on XXXX/XXXX/2015 from USAA account : XXXX XXXX XXXX {$5700.00}. to : XXXX XXXX XXXX, bank name : XXXX bank, bank address ; XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX acc # : XXXX. SWIFT code : XXXX.
After two hours, I called to recall the wire transfer back. It was pending. I 'm still waiting for the recall. I know it 's my responsible to make sure the account information is correct. I feel that as a consumer that I should be able to recall the wire transfer as it is a error and scam. The receiving bank should be reply to USAA. All the bank should be there to help good customers not a scamer. The bank I wire the money to is in XXXX.
The scam company is : XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX, email : XXXXXXXXXXXX.
add : XXXX XXXX XXXX, XXXX. XXXX. XXXX, XXXX ; XXXX.
Banks should be able to recall the wire transfer for all the customers. Bank should be help the customers to get their money back as it 's is a recall.
I also want to report XXXX Scams : XXXX XXXX {$8500.00} wired to XXXX from XXXX 's bank : Beneficiary : XXXX XXXX XXXX.
Bank XXXX Bank XXXX XXXX XXXX.
Bank address : XXXX XXXX, XXXX XXXX XXXX, XXXX bank XXXX # XXXX XXXX XXXX : XXXXPlease do published these XXXX scams ' company and name of these XXXX XXXX company:XXXX. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, fax:XXXX address : XXXX XXXX XXXX, XXXX XXXX : XXXX. XXXX, XXXX. XXXX # XXXX.
XXXX. XXXX XXXX XXXX XXXX XXXX XXXX tel : XXXX, fax:XXXX, address ; XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX : XXXX.
Please do protect consumers and we should be able to recall all the wire transfer back to good customers at the same day or the next day..
Thank XXXX : XXXX : XXXXXXXXXXXX
|
| 06/02/2023 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
USAA claims to have not received my debt validation letter, yet I have a certified mail slip XXXX XXXX XXXX XXXX XXXX XXXX that was signed for by USAA on Mon, XXXX XXXX, XXXX XXXX, which indicates this as untrue and they are continuing to practice slight of hand. USAA has since harassed me by phone despite my very clear terms of only communicating with me via a commercial affidavit, and specifically stated to NOT harass me by phone. USAA has not answered my requests POINT FOR POINT of the following. I quote specifically from the VOD sent directly to USAA at XXXX XXXX XXXX. XXXX XXXX TX XXXX.
" * The amount you claim the Respondent owes you * An explanation showing how you have computed the amount.
* Copies of any documents that prove I agreed to pay the alleged amount * The identity of the original creditor * The original lawful contract I would also like to request, in writing, that no calls should be made by your agency to my phone line. If your agency attempts to make unlimited or computer generated calls to me or any third parties, then it will be considered harassment, and I will have no option but to file a lawsuit. All future communications with me should be done in writing and sent to the address mentioned in this letter. Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face. '' USAA chooses to remain in dishonor in this matter. Once again, I request to be answered point for point via my VOD. USAA has failed to respond to me via a commercial affidavit within the 10 day period allotted, which places them in dishonor.
|
| 10/06/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent me a secure link to pay him but it never said XXXX XXXX XXXX XXXX
I had made a contract with XXXX XXXX XXXX XXXX XXXX XXXX and that is where I was suppose to had sent the money. {$1000.00} Neither XXXX XXXX XXXX XXXX XXXX XXXX XXXX nor XXXX XXXX XXXX XXXX provided me with any services.
I filed a dispute on XX/XX/XXXX with my bank USAA against XXXX XXXX and the {$1000.00} payment.
I also filed a complaint to the Alabama bar association on XXXX XXXX law firm on XX/XX/XXXX.
I called Attorney XXXX many times and got no response.
I have contacted Usaa bank a number of times about this dispute. Usaa initially issued me a temporary credit for the funds but now has reversed the credit. I asked Usaa bank to reopen the dispute because I never had a contract with XXXX XXXX who I mistakenly sent the {$1000.00} to. XXXX XXXX XXXX nor the XXXX XXXX XXXX provided me with any services.
I asked the Usaa bank to take another look at the dispute today. XXXX with the executive resolution team said that she resubmitted the information and asked that I be provided with copies of whatever XXXX XXXX XXXX XXXX provided to Usaa bank.
The issues is clear. I never made a contract with XXXX XXXXXXXX XXXX XXXX and XXXX XXXX XXXX XXXX never rendered any services to me.
XXXX XXXX XXXX was who the contract was with and XXXX XXXX XXXX did not provide any services to me. This is what is in dispute and the cause to have all funds reimburse.
Usaa is refusing to take a complete look at the contract to see who was in fact under the contract and who the funds were to be paid to and what service was to be rendered.
Regards, XXXX XXXX
|
| 12/21/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I met a man online who was selling his airline miles. I was interested and we settled on a {$550.00} amount, of which half was due before the miles can be used. He told me I could use XXXX to send him the half ( {$270.00} ). I felt good because the XXXX i will use is through my bank which is USAA bank and I felt that should protect me. I sent the money and immediately the man got it he stopped responding to my messages and his number got disconnected as well. I reported it immediately to my bank and it took my bank only less than 24hours to tell me that the transaction was not an error and I am not protected from such scammers and at the end they instructed me to contact the scam artist to get my money back! First of all I never said an error I told them I was scammed, the investigator chose to use the word error instead to minimize their responsibility and make it trivial which is offensive.
If a bank allows a service to be used by their customers through their account and they dont do everything to protect them than why am i keeping my money with that bank? The fact that XXXX is directly included in my bank options gave me the extra trust that made me think XXXX must be good. I want my money back from USAA!
Another big issue is that the investigation department didnt reach out to me for clarification and they have no phone number for me to call them directly. Each time you have to call a general number that sends them the message to call you and they usually take their time before calling you back. In other instance they call and if you miss it they NEVER call back again. I wonder why am baking here, my recommendation is just use them to get only the membership.
|
| 08/27/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
I called and spoke to customer service three times, and also talked to their next/final level. The card advertised 00.00 % introductory XXXX through XX/XX/2024 billing cycle on purchases, and on any balance transfers and convivence checks.
I also asked to speak to a supervisor, I was told their supervisors only do trainings and do not speak to customers ever. Their system is flawed as well as their paperwork.
When I received and activated the card on XX/XX/XXXX the introductory rate was not on website, instead it stated 21.90 % When I looked at the back of the customer agreement it stated " 00.00 % introductory XXXX through XX/XX/2024 billing cycle on purchases, and on any balance transfers and convivence checks that post to your account by XXXX. '' There was no date given.
According to customer service after researching ( on phone for an hour ) I had to do the transfer prior to XX/XX/XXXX. However, I did not receive the card by mail until XXXX. They also said I could not transfer till I had the card in my possession. It took over XXXX weeks for me to receive after I applied.
Their advertising prior to receiving the card and the written USAA Credit Card promotion and agreement when I received the card is very misleading. The paperwork I received has " by XXXX '' which is not a date. But over the phone their customer service insisted the promotion is not connected to my card.
The company will not allow me to speak to a supervisor nor honor their promotion for a balance transfer/purchases until XX/XX/2024. They stated this is their policy and despite having paperwork that clearly shows no date they claim there is nothing they can do to activate the promotion.
|
| 07/08/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Older American, Servicemember |
|
There is no need to forward comments to the agencies. I am not disputing debt. I am showing valid, legitimate proof or reporting errors. According to the CFPB, i have a right to have an error free credit report. I DO NOT HAVE THAT. I am sending you information directly from my credit report, with errors annotated to be clearly visible.
One of the reports will be with USAA. This has been filed previously, with no result. I am not disputing debt. I am proving reporting errors from four major corporations.
USAA is still reporting a debt from XXXX. This debt was sold in a charge off. They have made numerous changes, from closing and reopening the account, to re-reporting different information. Notice on the credit report where they placed an OK block in XX/XX/XXXX.
Next, XXXX XXXX. Notice three specific line errors, specifically with 30 60 90 day reporting, not matching up with lined monthly totals. XXXX also just changed the monthly on time payment percentage going from 15 to 73 percent, this dropping my XXXX score XXXX points. This was also only posted after I sent them certified mail showing them their reporting errors. I feel this was malicious, vindictive, and meant to harm my reputation.
The third report concerns XXXX, an auto finance predatory loan company. There are four line item discrepancies, and no remarks about status of vehicle. I voluntarily traded this auto for another vehicle at a dealership, with the dealer contacting XXXX to inform them of my surrender. Notice monthly pay reporting is not reported correctly.
Fourth, is XXXX XXXX. This tradeline has three specific reporting errors. Most notably three different reporting dates, among other errors.
|
| 03/22/2023 |
Yes |
- Vehicle loan or lease
- Lease
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
Found out in XX/XX/2023 that my auto policy was renewing in XX/XX/2023 with and went from {$760.00} to {$980.00} for a 6 month policy. I spoke with 2 reps and was told that if I enrolled in the safe pilot program, I would get at least a 10 % participation discount as well as up to a 30 % discount.
I called back when the policy renewed because I received no discount as promised by two representatives. I downloaded the app and had it monitor all driving habits 24 hrs a day for 2.5 months.
I was then told that I had to now wait until the next policy renewal in XXXX because I was supposed to be enrolled in before XX/XX/XXXX for it to be effective for this term. I was told that I shouldve at least received the 10 % participation discount but they had no idea how to apply it. A supervisor of USAA transferred me to XXXX XXXX XXXX of the USAA advocacy team on XX/XX/2023.
Our initial conversation on XX/XX/XXXX went well but our follow up conversation today ; did not go well. XXXX accused me of lying about eve downloading and using the SafePilot app in the past and kept loudly saying that her decision is final. On multiple occasions, I requested to speak with someone else and informed her that her tone and mannerism were both unprofessional and unwarranted, but there was no change.
Im told that the calls are recorded so it should be easy to hear the entire conversation.
Ive been with USAA for 19 years which is my entire military career and use them for car insurance, life insurance and home owners insurance and demand respect, professionalism and honesty. If I was promised a discount by 2 employees on separate recorded calls ; then that discount should be honored.
|
| 02/11/2019 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
To Whom It May Concern : Good Day!
As today XXXX XXXX I am writing you to take a look my concern and I take this seriously. My name is XXXX I received a letter from you and my radius debt collector as well and Id been calling USAA and after the ring itll go to operator or most hang up. So what USAA desire to fix this? As my concern may I ask for a dispute regarding the account from USAA. I spoke to a USAA representative I believe the name was XXXX last XX/XX/XXXX of XXXX. They mentioned the call maybe monitored or recorded so if I will request for you to take a look for the voice recorder and you will find a proof of evidence aside from the attached document I provided here. When the agreement mentioned and I agreed upon last XXXX XXXX I started paying {$55.00} on XXXX XXXX and the upcoming months it will be {$75.00} starting XX/XX/XXXX until XX/XX/XXXX and my last payment should be on XX/XX/XXXX. I called the USAA again last XXXX or XXXX for me to double check and I am excited because finally I will be out of debt from USAA but unfortunately they mentioned I still owe of {$650.00} and because of this scenario USAA put a {$730.00} amount definitely I DON'T AGREE with that esp when I spoke to a representative and I make sure no hidden charges or I will be done by XXXX of XXXX and he made sure that I will be done by XXXX and suddenly not. I was deceived and my credit score were affected so badly so I demand for a dispute for this and fix my credit score nor credit report and the balance I owe which should be about {$210.00} only and I demand as well for a debt free from USAA.
I am looking forward to hear from you and fix that needs to be fixed. Thanks in advance.
|
| 12/19/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Their investigation did not fix an error on your report
|
|
Web |
|
|
USAA incorrectly reported fraud to another bank and has failed to correct its mistake for almost two months, which is causing over {$40000.00} to be withheld from me. Between XX/XX/XXXX and XXXX, 2022, I transferred money from my USAA savings account to XXXX XXXX XXXX XXXX ( " XXXX Fed '' ). I did this over the phone with USAA representatives to save money on a wire transfer. On XXXX XXXX, 2022 USAA sent XXXX XXXX an XXXX and Hold Harmless Agreement advising my transfers were fraudulent. USAA admits this declaration of fraud was a mistake. In addition to numerous phone calls where USAA has admitted its mistake, USAA has also issued letters on XXXX XXXX, 2022 and XXXX. XXXX, 2022 stating no fraud was found and that my account is in good standing. It has been almost two months and USAA has still failed to advise XXXX XXXX of its mistake or take corrective measures. On XX/XX/2022, XXXX in USAA 's CEO team advised she can't get someone in USAA to " click the button '' to undue the fraud alert. Due to USAA 's actions, XXXX XXXX has permanently banned me from banking at their institution, will not provide me any information other than to say USAA has provided them information confirming my actions were fraudulent, and refuses to return over {$40000.00} in my XXXX XXXX accounts. USAA has been aware for almost two months that it mistakenly issued the Indemnity and Hold Harmless Agreement to XXXX XXXX but has done nothing to correct its mistake and advise XXXX XXXX that my transaction was not fraudulent. To make matters worse, USAA is now not responding to my phone messages including near daily phone messages left on XXXX 's, CEO Team, voicemail for almost two weeks.
|
| 05/26/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Servicemember |
|
In XXXX of XXXX, Usaa bank and their " perferred partner '' XXXX XXXX XXXX pushed through a loan on a truck that was falsely advertised and in the contract was stated as a limited when it is infact not. The original loan assessor had declined the loan stating the vehicle was not at value and did not have advertised items. After 24 hours and a conversation I was not priviledge to the loan officer and the sales associates came to an agreement and the loan was granted. I became extremely skeptical about this but a new loan officer was attached to my account and I was sold a truck that is not what the sales company stated it was inorder to get the loan approved I believe the loan officer and the salesman came to an arrangement on the contract allowing it to go through. The truck is worth maybe 2500 in current condition and I am stuck with a XXXX loan. This loan was based on the trucks condition of good or very good when at best its poor. Stated there would be a new timing belt which couldnt be verified due to replacement sticker not being on case and without opening the case I'm having to trust their word. The lift was done incorrectly the power steering rack doesnt operate correctly, does not run perfectly, had tears in seatbelts, there isnt a tow package on the vehicle which was stated in thr loan, non alloy wheels, no bluetooth XXXX, and basically 80 % of the actual advertised truck condition was a lie.I tried asking what changed and why they approved the loan when I realized they forged documentation stating the truck was limited and it most certainly isnt. I havent been able to get either company to take responsibility and they both stated to take them to court.
|
| 08/15/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
I have banked with USAA for 4 and a half years and this past week I attempted to login into my account using the mobile app and a pop-up window stated I could not be verified and had to contact USAA. When I contacted USAA they told me the first time that they had flagged my account due to suspicious activity but expected the issue to be resolved within three business days. I asked the individual why I had not been notified immediately and was told USAA had sent me a letter to my mailing address on Monday when it occurred. I finished the conversation with USAA on Wednesday night and tried to login the following day on the mobile app once again and again had the pop-up that stated I could not be verified so I called USAA again and was told that there was a note in my account that USAA was exercising their right to not do any business with me. I asked the individual why that had happened and he stated that USAA had found me guilty of being involved with the fraudulent activity that had occurred on my account in the past week. I was told that USAA was holding me liable for the negative balance in my savings account that had been used during the fraudulent activity. I proceeded to ask what would come of my direct deposit check that was going into my account the next day and was told they would hold it to pay off the negative balance. So I am now a fraud victim, that gave USAA 3 chances to try and fix the issue. I have also filed a police report because USAA would not release any of their investigative evidence to me as the account holder. They have frozen my funds and assets and wrongfully withheld my direct deposit leaving me without a way to pay my bills this month.
|
| 03/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/XXXX, i was notified by XXXX XXXX of a suspicious charge that i did not make. I then checked my online banking with USAA and saw that there was a charge of {$2200.00} made at XXXX XXXX which i did not make. I immediately called USAA to report the unauthorized charge and they cancelled my card and opened an investigation. I subsequently found out upon returning to my car that my vehicle was broken into and my XXXX XXXX Credit card and my USAA Debit card was removed from my wallet. USAA temporarily refunded the amount of the charge back into my Checking account.
On XX/XX/XXXX i received a letter from USAA informing me that the charge at XXXX XXXX was a legitimate charge and they would be recovering the {$2200.00}. After learning of this I called USAA and requested they re-open this case and i also advised them that i was the victim of a burglary as well as understanding that nobody knows my PIN #, so the fraudulent transaction at XXXX XXXX should of never went through in the first place. I am also in possession of my California Drivers License which was not taken with the XXXX cards so I dont understand how someone could make such a large purchase without presenting an ID or verifying my PIN number.
On XX/XX/XXXX : I received another letter from USAA advising me that they have still determined I am responsible for the fraudulent use of the Debit card and will not refund my money. It should be noted that XXXX XXXX determined the charges made on that card fraudulent. Any help you can give me with this would be very much appreciated if i can provide you with any additional documents or information i would be happy to do so.
Thank you very much XXXX XXXX
|
| 12/29/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Servicemember |
|
Just tried to change from the Platinum Rewards card to the Cash Back Rewards card, and was also told it is " not possible. '' I told the customer service member that XXXX XXXX XXXX had already changed my cards in the past and she seemed to brush it off like it was n't their problem. When I tried to explain why I did n't want to cancel my card outright after applying to the new Cash Rewards card ( as many people have stated previously, he life of my credit is still short and canceling one of my oldest cards would negativity impact my score ), she acted like she did n't understand what I was talking about and that I would need to " take it up with the credit bureau. '' This obviously is not a solution, as a credit bureau ca n't do anything to force continuity of a line of credit. However, EVERY OTHER BANK willingly does this for it 's customers. This policy USAA has adopted to refuse to allow you to change cards blatantly takes advantage of their customers by forcing them to keep old accounts open, take unnecessary hits to their credit for applying for a new card, and intentionally damaging their customers credit scores in the likely ( and logical ) event the consumer wishes to close the old card ( multiple cards open for no reason is a liability ).
There are numerous threads on USAAs forums from customers in my shoes, to which USAA continues to give " cookie cutter '' responses stating they " take our suggestions seriously '' and " will bring them up with management. '' The company continues to attempt to use the Card act of 2009 as a shield to deflect customer complaints, despite customers directly calling them out over the incorrect nature of their claims.
|
| 08/17/2016 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Older American |
|
I had XXXX fraudulent transactions of {$990.00} each stolen from my USAA Savings account. Each of the transactions involved transfers to an organization ( unknown to me ) called " XXXX. '' The transfers are as follows to individuals who are also unknown to me. They are as follows : XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX I have called USAA over a half dozen times with calls, including wait time while being transferred etc., averaging close to one hour. In over a month of trying to get a resolution, the following has occurred : XXXX transaction of {$990.00} has being refunded to my account The other XXXX fraudulent transfers of {$990.00} each are being denied because of " customer involvement. '' I have been provided no proof ( none exists ) of my involvement.
There is a refusal to allow me to speak to the analyst who reached the " customer involvement '' conclusion. The claim is that customer service has no way of transferring my call.
Of additional relevance : I live along, am former law enforcement, and I do not share my login information with anyone.
In addition to the savings account that is under siege, I also have : o A XXXX USAA Savings account o Checking account o Auto insurance policy o Homeowners policy o An umbrella policy o Life insurance policy o A USAA Visa card o And have formerly had multiple auto loans ( now paid off ).
I have maintained accounts as a member of USAA for thirty-three years The one scanned document attached is a letter advising that the first fraudulent transaction of {$990.00} was being credited back to my account. I can also continue to search for the denial letter if necessary.
|
| 01/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
USAA has prevented myself from accessing the funds in my account, and have failed to notify me of account changes and account actions they have taken without my consent.
For multiple weeks now, my debit card has not worked. My debit card is set up for auto pay on almost every single bill I pay every month, including car insurance, phone bill, server bills, business fees, etc.
At no point did USAA notify me of any issue with my account, either through phone call, email, or any form of correspondence or notification through the USAA mobile application.
This has completely eliminated my access to my funds. I am unable to use any of my funds or pay any of my bills, and have had to directly transfer all of my bills to different routing. This has not only cost me a lot of time and suffering, it has caused a severe financial burden.
Because nobody from USAA would call me or email me, I decided to email the CEO of USAA directly - XXXX. I received a call from an agent today, who advised that my debit card is not locked out, but has only been suspended because the pin number was input incorrectly too many times. Again, at no point did this entire corporation notify me of this through any form of communication. Not only is this a severe issue because of the lack of access to my funds, this could have been a possible breach of security.
A pin number being input incorrectly too many times is a clear indicator of fraudulent activity. Had this been the case, USAA wouldve allowed somebody to continuously commit fraud without notifying me of any issues whatsoever - A blatant and direct violation of federal law, and the agreement I signed when I created the account.
|
| 02/16/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I have been a member of USAA since XX/XX/2003. Last year, I filed for bankruptcy, of which USAA credit card was one of them. Soon after it was discharged, I tried to log on to my account, and received this message : " According to our records you filed bankruptcy and we can not collect certain debts. To obtain access to your existing accounts you may log on by clicking proceed below. '' I was then taken to their mobile site, which limits what I can do, such as receiving documents. This has impacted actions that have needed to get done, such as paying my mortgage bill.
I also found out that for some reason, I was never able to reaffirm my mortgage, even though I gave them permission to speak with my attorney and gave his information. I wanted to reaffirm my mortgage to show my good faith.
Since then, I have received sub-par customer service. For instance, my mother passed away, and I had her on one of my accounts. They sent me paperwork to have her removed. I sent it in, but apparently, I was missing a document. No one bothered to let me know until I tried to add my husband to the account.
Another interesting thing I have since noticed is the order in which they apply transactions. It seems they pay the larger ones first, and then the smaller ones. I thought they were supposed to pay as they came in, but they are not doing that.
My experience with USAA lately has been frustrating and humiliating. I have other accounts with other banks, and I have full access to their websites. I truly believe because of the bankruptcy, I am receiving the bare minimum of customer service. USAA says they are there for service member and their families, but they 're not.
|
| 05/01/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
|
Initial Complaint : XXXX Response : Dear CFPB, I did not receive any calls from USAA. I informed USAA that my cell phone was stolen and provided them with an alternate contact number. They could also have direct messaged me through USAA.com. I contacted USAA numerous times with calls and direct messaging. I was told to call, but when I telephoned, I was transferred repeatedly and consistently to numerous departments with no help or answers. If I visited USAA.com multiple times, it was to open accounts for my XXXX children or to address Christmas money being transferred to them, not for my own personal use. I had to file a complaint to get them to talk to me. First, I left my purse on the counter while shopping during Black Friday, but it was later returned. Secondly, my van was broken into and my phone, purse, and personal items were taken. A couple of my cards were compromised. As a result, I looked further into my accounts. I confused this card with a XXXX card and application. I explained to USAA that I had no knowledge of the account or card when I telephoned and needed to close it. Why would I go through all of this for {$35.00}? I have slowly been transitioning to my new home at XXXX XXXX XXXX in XXXX , Virginia while it is being renovated, so I havent fully changed my address yet. Regardless, derogatory information was reported to the credit bureaus while this issue was supposedly under investigation. I was told that the first investigation was inconclusive. Negative information should not have been reported to the credit bureau if the credit card account was under investigation, and I was not aware of the results.
|
| 02/18/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I 'm not certain if this is a USAA banking issue or a general banking issue, but it is an issue. I deposited a check via mobile banking on XX/XX/XXXX. I should have shredded the check right away but USAA said it could take 3 business days for them to accept the deposit. I set the check aside, then XXXX happened. On XX/XX/XXXX my husband saw the check and thought I had n't deposited it yet. He took it to a local bank and somehow it was deposited into a seldom used savings account. Neither my husband or I realized this had occurred. On XX/XX/XXXX USAA deducted the deposit that was made on XX/XX/XXXX from our account and said it was a duplicate deposit. They could n't tell me anything else, where and when the other deposit was made, etc. Of course, my first thought was that someone must have stolen the check and deposited it somewhere. I looked at the details of the XXXX other checking accounts we have and there was no duplicate deposit. I did n't think to look in that savings account as the only transactions there are automated savings deposits and we do n't even have deposit slips for it. However, to be sure I pulled up the info on all of our accounts including that one, and there it was. How it went there is still a mystery but that 's our issue. My point is that while the mistake was absolutely ours, in these days of so much theft and fraud it would have been helpful if USAA could have given us the information about the duplicate deposit - bank and date of the duplication. If it is a Federal rule to either not provide that info to USAA or to not allow USAA to provide the info to the consumer, maybe that can be changed. Thank you for considering this issue.
|
| 04/01/2016 |
Yes |
|
- Advertising and marketing
|
|
Web |
|
|
Like many USAA members, last fall I received an email offering a {$200.00} statement credit if I would open a new USAA MasterCard account before XXXX XXXX, 2015 and make XXXX purchases by XXXX XXXX, XXXX. My credit rating is well over XXXX, and I get lots of credit offers, which I usually ignore. This XXXX got my attention since it was a decent bonus, and was sponsored by, and came from, USAA. While I certainly did n't need another card, I took the bait and applied. I met ALL of the requirements in a timely manner, but after many months my {$200.00} credit never showed up.
After XXXX unproductive, yet lengthy, phone calls to USAA, I finally received a call today explaining that the card I applied for ( by clicking on the button in the email!! ) was not the 'correct ' card to get the promo credit. Apparently I was issued a " Cash Back '' card, not a " Reward Points '' credit card.
I have printouts of the offer email, and the fine print, and the screens used to apply for the card. I have supplied these to USAA via email. The card I have in my hand looks just like the XXXX in the offer email. If I did not apply for the 'correct ' card, it is because USAA 's online system took me to the wrong place to apply.
There is no dispute at all by USAA that I met all of the requirements to 'earn ' the {$200.00} credit ... .simply that I was n't issued the 'correct card. ' This is USAA 's mistake, not mine ....
The young man on the phone today played the 'there is no one else to escalate your issue to ' game when I told him his 'final resolution ' was ridiculous. That in and of itself is completely unacceptable and well beneath the dignity of the USAA organization.
|
| 02/27/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
In XX/XX/XXXX 2018, two transactions from XXXX ( {$39.00} ) and XXXX ( XXXX ) were done in error and disputed by me with USAA. A provisional credit was issued and I thought they would investigate to resolve the issue fully. Shortly after, they reversed the credits claiming they needed more information. I provided this information from XXXX and XXXX to no avail. This was the first time I was told that documents were not received through their app portal. Eventually, XXXX reversed the charge, but I'm still waiting on the XXXX transaction, although XXXX sent me an email stating to dispute it with my bank, which I also submitted to USAA.
In XX/XX/XXXX 2018, funds were debited from my checking account in the amount of {$200.00} for XXXX XXXX. I did not notice this until the following month. Knowing I no longer had an account with XXXX since XX/XX/XXXX2018 and the balance of {$70.00} ( +/- ) was paid off in XX/XX/XXXX 2018, I knew I did not owe them {$200.00}. I contacted USAA once again to resolve this issue after XXXX told me to contact my bank. I was offered the provisional credit only to have them say they need more information. I provided this information by way of XXXX and also did a conference call with XXXX XXXX USAA, which also was rendered fruitless, as USAA did not acknowledge the information provided by XXXX. USAA decided to reverse the provisional credit on XX/XX/XXXX and also charged me {$29.00} for a NSF. Days later, I noticed another {$60.00} charge from XXXX but have not bothered to dispute it because of previous actions from USAA.
In total, USAA has taken {$320.00} from my account without my consent and has yet to resolve this issue fairly.
|
| 09/16/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
I've been fighting with USAA for close to a year now about some credit card accounts opened in my name, as a result of identity theft.
USAA continues to Deny my appeals, and says they have determied the charges were authorized.
When I first opened my USAA account back in like XX/XX/XXXX, I only ever had a checking account, I never had any type of credit card loan through them.
Then around XX/XX/XXXX or XX/XX/XXXX I stopped using USAA and started using my Credit Union, since there arent enough USAA branches in my area.
I was not using anything credit related, so never really had a reason to check my credit report, though I knew I've always had pretty good credit.
Then last year I applied for an apartment lease, and was denied based on my credit rating. So Immediately I went online to see what was going on, and to check my credit score.
It was then that I discovered roughly 20 or so different credit cards and loans all taken out in my name, and maxed out. of the ~20 cards, 2 or 3 were USAA , along with 2 personal loans from USAA as well.
All these cards and account were all opened within 1 month of each other, yet I was never contacted for any kind of verification or validation of these applications.
I've explained all this to USAA multiple times, and they have continued to deny my appeals, for reasons i have not been given.
Of the ~20 cards I previously mentioned, just about all of the other banks have removed them off my credit report, the 1 major bank still causing me problems is USAA .
XXXX, XXXX XXXX, XXXX XXXX, XXXX.
All of these banks cleared me with no questions asked, I never could have guessed that the 1 Problem bank would be USAA.
|
| 05/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
My information was leaked during a data breach sometime last year. I received a call from what I thought was USAA to tell me that my account was in jeopardy and they read my information to me exactly ( full card #, full account #, etc ) and told me they needed me to verify a pin code. The short version is this was a phishing scam using information. The scammers made many international money transfers, one after another, over a period of a few weeks. I didn't notice because it was small amounts until one large one went through. I disputed these with the bank, who sided with me on 1 transaction, and declined me on the others. The merchant sent a copy of an -old- drivers license, and a selfie of an individual who is not me, obviously information obtained from the data breach. For many months I have been dealing with identity theft, with people obtaining employment as me, opening XXXX accounts as me, applying for credit cards and loans, etc. A nightmare.
USAA ruled against me and held me responsible for the illegal transactions and theft. I submitted a police report, an identity theft report, and they still sided against me. They took my account negative {$2900.00} from theft and fraudulent transactions. I contacted the CEO 's office executive communications line, who said they would begin a new investigation. The account was then charged off, and deleted costing me my direct employment account and a bank account I've had for years.
They failed to keep my account open and failed to protect me from fraudulent transactions and failed to live up to their member agreement not holding me liable.
I was then sent out to collections for the amount of the theft.
|
| 07/28/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
USAA took all of my money in my accounts and took all the money comming into my account, social security : XXXX retirement : XXXX XXXX XXXX XXXX, for a couple months until I opened a new account. Even after I opened a new account the XXXX XXXX XXXX XXXX continued for a few months wile I figured out I wasn't getting it.
The problem was identity theft on my mother-in-laws account. She was having trouble a was calling on a regular basis, she even asked for a new card and was told no by USAA employee, this happened for months. USAA then came after my account. After the neglect handling of her account examples : not giving her a new card ; declining to give a new card ; not doing anything about a recurring charge from the same place for the same amount over and over ; not escalating accounts ; saying they are putting notes in the file and nobody can find.
For what ever reason they closed her account but still continued to take this charge over and over after being told it wasn't legitimate charges. USAA then started to take everything from my account plus anything comming in, all of my direct deposits,.
USAA has done nothing to fix this. I have called numerous times and have talked to the executive resolution team just told me they will escalate my account after months of waiting why wasn't that done already. The response was the other account was escalated. In other words I'm getting the run around.
The people involved are my mother- in-law, my wife, me, USAA and the thief. This is hard for me to type out and I'm sure I'm missing a lot of information so get back to me. XXXX taken from me really hurts and who knows what they got from my mother-in-law.
|
| 02/14/2022 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
|
USAA incompetence lending practice and lack of integrity has stonewalled me, my family and my future from progressing. I've been imprisoned in a financial nightmare since USAA recruited me for my mortgage refinancing in 2015. There is no consistency in Loan Numbers and VA Case numbers on recorded documents. A month after the closing USAA underwriters sent me an email, with an attachment, asking me to resign the Original Note due to an error on their part. First, Not one Official representative or XXXX XXXX ever showed up or contacted me to set a date or time to witness the signing. Second, the original closing took place in my home and not at a bank which I thought was odd.
The closing agent refused to provide me with any signed copies of the paperwork.
As you can see by the documents I have provided. Again there is an inconsistent reporting on this refinancing initiated by USAA. XXXX XXXX is just as confused as I am and they are unsure of how to help me. My question is this. Why is USAA reporting to XXXX XXXX that in one year, there was a Deed in lieu of Foreclosure and in another there was not. In addition to reporting to credit reporting agencies that I stop making payments on a loan and went into foreclosure. I strongly believe there was no legitimate loan at all and that USAA stole my property and the equity it held. The foreclosure on my credit report is untrue and inaccurate.
USAA is going to say in their response that the foreclosure process was ruled on and upheld in XXXX, Colorado courts. However, there has to be a conflict of interest when XXXX XXXX XXXX XXXX now use the property as a secured asset which backs a multi XXXX dollar loan.
|
| 10/29/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
Older American, Servicemember |
|
Took a loan out and they way is 60 days before they took the first payment automatic payment out of my account bank account now they're saying that I miss one month payment I enclose some papers showing that they sent me late papers I tried contacting the company several times for a whole year going around in circles and they refuse to do anything about it I had a lawyer from legal service look into it and all they did was send him paper showing that I missed payment and that they agree with him they did absolutely nothing and they didn't understand my problem so I am now contacting you to look into this matter and I have a whole mess of documents to show you as you can see the refinance of the car was done in 2017 in XXXX and then take the first payment out until XXXX and they refuse to put it on my credit showing when I made the first payment I enclose the graph of the from my credit statement showing all the missed payments and all the pay payment I try paying the late back payment {$50.00} on it but every time I did they would add late fees and interest so it didn't do any good I'm on a fixed income I'm XXXX years old this is ridiculous or what they're doing to me ruining my credit and making me stay in a motel because I can't buy a house now get a loan or credit card because they literally ruined my good credit as you can see from the documents and close the lawyers document is in two parts cuz I could not scan it all in at 1 I appreciate any help that you can give me I already have a complaint filed with you but the website would not let me log in even with resetting my password so therefore I am putting in a new complaint I hope that you can do
|
| 07/07/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I bank with USAA Federal Savings. I have checking, savings, home, auto, Medicare supplemental insurance, all my banking needs. I have been with them for over ten years. Over the course of the ten years their customer service has completely evaporated as they transitioned to an online bank.
On XX/XX/2023 I reported fraudulent transactions on my XXXX XXXX Credit Card. Its my card and my wife and son have copies as authorized users. The fraudulent transactions were only on my copy of the card. I went on The USAA App reported the fraudulent transactions and they canceled my card and said they would XXXX a new card ASAP. Since its is now XX/XX/2023 and there is no resolution to my account problem, let me make a long story short. USAA froze all three copies of The Platinum Credit card, I can not get money from it on the app, I can not pay the monthly bills and to this date I dont have any replacement cards. I call almost everyday and get multiple stories, unfulfilled empty promises, zero empathy, less than zero customer service including from supposedly senior banking officials and often time rude behavior. Mu average time on a call to their customer service center is 2 plus hours and NO, ABSOLUTELY NO RESULTS. The worst part is they wont say why or how this happened. They stonewall, lie, obfuscate and generally try to wear you down. I cant tell you how many times Ive been guaranteed my cards would be in my hands in days. Just so you know I filed a complaint to The FDIC and they forwarded it to you saying USAA fell under your jurisdiction. Please help me resolve the rude, inconsiderate and incompetent problem. Thank you for your time and consideration.
|
| 03/29/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Servicemember |
|
So I get a promotional offer from USAA to use a convenience check, 0 % interest through XX/XX/XXXX with a {$75.00} or 3 % fee whichever is less I GET A NEW ROOF AND PUT {$9100.00} ON IT I have been a USAA member for 35+ years and never had a problem like this My XX/XX/XXXX showed a {$2.00} interest charge on $ I called on XX/XX/XXXX XXXX and talked with XXXX XXXX and asked how since I always pay off my new purchase balances monthly how did I get charged interest since my {$9100.00} does not start applying interest unless it Is not payed off in full by XX/XX/XXXX?
She put me on hold, reviewed the offer and my account and came back after a few minutes. She agreed, removed the interest and said she would put in a trouble ticket to get this corrected so it would not show up again.
My XX/XX/XXXX statement once again show an interest charge of {$4.00}.
I called on XX/XX/XXXX XXXX XXXX XXXX XXXX? and eventually request to talk to her boss and get transferred to XXXX a Senior resolution specialist and after a 35 minute conversation she says the interest is correct even though I explained what was done last month and she cant expalin clearly why I am getting charged interest on a no interest offer.
I ask her to put her boss on the line. We go through all the above and says the interest is on the entire account balance for how many days during that billing cycle, your grace period no longer applies. In short she says if you buying nothing else each month, your interest will be 0 % as the only balance is the {$9100.00}.
The offer did not clarify interest is charged on new purchases, very deceiving and unlike other cards that would not charge any interest!
|
| 12/19/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I am filing a complaint due to unresolved inaccuracies in my credit report related to two accounts with USAA Federal Savings Bank, as reported to XXXX. The reports contain incorrect information and do not comply with the Fair Credit Reporting Act ( FCRA ) and XXXX XXXX standards.
Request for Review : I have requested USAA to review their data to ensure accuracy according to FCRA and XXXX XXXX compliance standards, including the permissible purpose and accurate sourcing of any inquiries within my credit profile.
Challenged Accounts : The accounts being challenged are listed as USAA FEDERAL SAVINGS XXXX ( XXXX ) - ( XXXX ) XXXX and XXXX.
Specific Discrepancies : Key concerns include incorrect payment status reported as 'CollectionOrChargeOff, ' discrepancies in 'Date Opened, ' and 'Account Status ' reported as closed. These inaccuracies deviate from the required XXXX XXXX reporting standards.
Demand for Compliance and Accuracy : I have demanded documented proof of compliance with reporting standards and consumer protection laws. The data provided is incomplete, inaccurate, not up-to-date, and lacks evidence of compliance.
Issues with Dispute Status : The dispute status expressed as 'N ' is challenged for its accuracy and compliance with regulatory mandates for credit reporting.
Call for Immediate Action : If USAA Federal Savings Bank fails to provide evidence of compliance and does not correct these inaccuracies, I have stated my intention to pursue legal action.
I am seeking the CFPBs assistance to ensure the correction of these errors on my credit report by USAA Federal Savings Bank and to uphold the standards set by the FCRA and XXXX XXXX.
|
| 03/11/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
|
|
I have an auto loan with USAA and I chose auto pay and the payments began to default. I was unaware of this. USAA sid they sent out mail but I never received it as i have not been home. I have n't received ANY phone calls. Not one. I was notified by XXXX that my car payment went up and my credit report went down XXXX points. USAA claim to work in the XXXX favor. How is this working in my favor or best interest. My credit is being ruined by the very people that exist because I do. I was charged XXXX dollar late fees and my XXXX credit score ruined. When i called I spoke with 6 different departments in 2 days ( transfered ) and no one was willing to help. That is why I asked for a supervisor. No one is willing to remove the derogatory information reported on my credit report. Again no one tried to call me. Where does the Sailor Soldiers Relief Act come in to play? They do n't k ow if i was deployed or not. They did n't even try to find out either. They did the same thing when they denied my VA loan stating that i did n't fit criteria because i was n't going to occupy the residence within 60 days BUT for and active duty member it 's occupy within 6 months. Well my credit report was effected then too. I missed the house and my credit took a hit because they denied the loan and chose not to listen or research the information they were giving out. When i called and corrected them i received an apology and was told to reapply. The damage was already done. This is negligence and no consideration at all. Hassle free has been nothing but a hassle the past 365 days. Losing trust bad. They to nothing and do n't try and assist after the mistake was pointed out.
|
| 09/11/2015 |
Yes |
|
|
|
Web |
Servicemember |
|
Last year my husband received orders to move to another state. I decided to use the SCRA and submitted the documentation a few months after moving. USAA, a company dedicated to serving service members " noble mission of service '' refuses to apply the Service member Civil Relief Act to my credit card account because I took my husband 's name off the account my a few months prior to submitting the request. My husband was on the account the entire time the debt of the card was incurred and therefore the debt is jointly ours. We are legal residents Maryland and although Maryland is not a community property state it is an equitable property state. So regardless, we are married, it 's a joint debt. I requested review all the way up to the highest level explaining everything and each time they denied the request to apply the SCRA and reduce our interest rate. Almost a XXXX later, I was told to add my husband back on the account and re-submit the request. The representative told me to do this, but then it was still denied, saying he was added after he went on XXXX. The Servicemember Civil Relief Act 527 section 207 a ( 1 ) of the statue, " An obligation or liability bearing interest at a rate in excess of 6 percent per year that is incurred by a service member, OR the service member and the service member 's spouse jointly. It does not say, with both name on the account at the time of request. All of my other creditors applied the interest rate reduction and most of those, my husband was never on the account. I find this unacceptable and I am certain a case can be made that USAA is in violation and is failing to apply the SCRA in accordance to the statue.
|
| 02/06/2023 |
Yes |
- Mortgage
- Home equity loan or line of credit (HELOC)
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
Request for Assistance in Removing Incorrect Information Credit Report.
I am writing to : XXXX. Requesting that you investigate USAA practices on which households ( by race and zip code ) they granted XXXX XXXX forbearance.
XXXX. Your assistance in removing late payments from my credit file as reported by USAA Bank. In XXXX of 2021, I notified both USAA and XXXX XXXX of a financial hardship because of XXXX. XXXX XXXX promptly replied and placed my accounts in forbearance for ( 3 ) months, then an additional ( 3 ) months. I contacted USAA via phone and letter requesting the same XXXX forbearance request. My account was in good standing and my credit score was over XXXX. Even though USAA had also posted on their website for members to contact them if they were experiencing a XXXX financial hardship, I was treated with very unfairly. Instead of working with me during the hardship, USAA reported late pays, threatened a short sale or foreclosure.
After contacting XXXX XXXX in XX/XX/2021, USAA finally agreed to modify my Loan. I returned to work in XX/XX/2021 and able to resume payments.
I believe USAAs reporting is inaccurate and damaging to my credit score. I have tried to resolve this issue with USAA, but they have been unfair. I am now turning to you for help.
I would appreciate your assistance in investigating this matter and taking appropriate action to correct the inaccuracies on my credit report, as reported by USAA. I have included all relevant documentation, including my original request for XXXX forbearance and my load modification agreement.
Thank you for you time and attention to this matter. I look forward to your prompt response.
|
| 08/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
|
|
I have had nothing but problems with usaa. I guess it was because I am friends and family and not linage to the military that usaa wants to treat me like dirt. I have had nothing but issues since someone stole my check book and made so fraudulent purchases. I have been in contact with usaa since and it has been such a terrible process. Then XXXX wanted to cause some problems by wanting to process a payment out of an old checking account listed with them generating two {$29.00} NSF fee 's. I never got communication that those fee 's were on there until I signed on line and seen that every dime I had in my other two accounts had been taken by usaa and suspended pending charges they assessed to be paid. When I spoke to a representative she stated sorry you have to pay the fee 's regardless or your membership will be terminated with usaa. Both my gradfathers served in XXXX and XXXX from the military and this is how I am treated. XXXX XXXX treats veterans families better. I got in to usaa when they opened everything up to friends and family and I feel like it has been discrimination from the beginning and that they treat everyone that does not qualify for full membership differently because of the stupid lineage clause. MY mom hates your company and did n't want anything to do with USAA for a reason and now I see why. So could n't qualify for full membership because she did n't want anything to do with yall. I am not sure how that is fair. But regardless I will file suit over discrimination because I am a XXXX mother and this incident was not my fault and yall have reported it to collections unfairly and It has caused my score decrease and everything.
|
| 07/23/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I originally contacted USAA 23 days ago requesting the reversal of an auto loan payment because a double payment was drafted/made for the XXXX balance due on my auto loan. Instead of reversing the extra payment that was not supposed to be drafted, USAA drafted another one on XXXX XXXX. This made three auto loan payments taken out of of my checking account instead of the one authorized monthly automatic deduction. Because of this, my bank denied the ACH transaction ; understandably so. Since then, USAA has been unable to rectify this situation. I have given USAA full rain over my checking account to fix this. 23 days later, with four payments in one month being withdrawn for my auto loan even though only one was due, and a dozen phone calls to USAA, my auto loan is still being shown as past due. They are saying one more payment is being drafted as well, that makes XXXX auto loan payments in one month and my account is not fixed. The payments USAA is drafting from my checking account are not being reflected on my auto loan. I have been more than patient, but this is an item that could drastically affect my credit and USAA has been unable for 23 days to correct this deficiency. I will not allow the inability of USAA to correct this account and reflect it as current destroy my credit. The keep taking payment after payment out of my checking account when only one was due. Attached is my bank account summary of transactions, and the USAA auto loan summary that does not match the withdrawal history at all, and shows my account not being reflected as current after XXXX payments and 23 days ( with one more " required '' before they update the account.
|
| 10/04/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- You never received your bill or did not know a payment was due
|
|
Web |
Servicemember |
|
809. Validation of debts, USAA violated 809. Validation of debts by failing to provide a notice of debt in a timely manner prior to the closing of the card. By self admission, USAA failed to notify this complainant within the required five days after the initial communication with a consumer in connection with the collection of the debt. The debt collector has the obligation to send the consumer a written notice containing the amount of the debt ; a statement that unless the consumer, within thirty days after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector ; a statement that if the consumer notifies the debt collector in writing within the thirty-day period that the debt, or any portion thereof, is disputed, the debt collector will obtain verification of the debt or a copy of a judgment against the consumer and a copy of such.
This claim is substantiated by USAA in CFPB complaint # XXXX by USAA with their following statement : " On XX/XX/XXXX, the credit card was re-opened as an exception. On XX/XX/XXXX, the MasterCard charged off with a balance of {$2700.00}. XXXX XXXX, thank you for speaking with XXXX XXXX, of our staff, who advised you that USAA accurately accepted the notarized POA form on XX/XX/XXXX. Furthermore, it was accurately revoked on XX/XX/XXXX. '' USAA failed to provide the appropriate timeline required to inform this cardholder with the account debt nor provided any time for this cardholder adequate notification of any opportunity to remedy the debt, by the omission of the process USAA is required to communicate with any cardholder.
|
| 03/26/2015 |
Yes |
|
- Closing/Cancelling account
|
|
Web |
|
|
In XXXX of 2015 I opened a credit card account with USAA because my Dad is a XXXX XXXX and I thought it would be a could company. My credit is good but a few bumbs but good enough to get loans. I was approved a {$4000.00} limit. A month or so later I opened another card with them that had a better interest rate it was also {$4000.00} limit. Both cards we almost maxed out but I had had many purchases being bought and returned. So it was always changing. I have worked very hard to keep my credit good and keep it get getting better. I made XXXX payment with them and then after I applied for an auto loan with them and was approved. Bought the car and was told that they suspected fraud and declined my loan after already giving me a blank check. XXXX. Who does that. I was approved through the dealer instead with no problem. I called USAA and they said all my cards were closed but would not tell me why. I said permanently? They said yes. They said it was because they were new and that they were almost maxed. I said isnt that the point ti use them? I have not been late with a credit card for over XXXX years. My problem is that they should not approve credit and expect you not to use it. They should not close your cards with out telling you why. They should not be able to affect your credit report when you have never been late or abused any cards in the past XXXX years. I have work very very hard improving my credit. This is not fair when I have not done anything wrong. They can keep their cards I could care less. I am paying them off asap. But I dont think they should XXXX my report with a status of closed when I did nothing to break the contract.
|
| 09/14/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
I called USAA American Express Credit Card Customer Service number at XXXX which was provided on the statement.
Issue # 1 - they asked for my whole credit card number or my social security number to be provided to triage who i am before connecting me to a service representative.
Issue # 2 - when connected with a service representative, I was told I had to provide my account password as one of the personal varication steps.
Issue # 3 - i called for two reasons, but my complaint is on the second one. My credit card statement is showing charges from XX/XX/2023 through XX/XX/2023. And is showing Interest charge information tallied on XX/XX/2023. There is nothing on the statement that specifically states what date ranges the statement is covering so I must presume, based on the charge information, the statement is covering the period from XX/XX/XXXX through XX/XX/XXXX. My credit card limit is {$5000.00}. I had no previous balance. Between XX/XX/XXXX and XX/XX/XXXX, I had {$1000.00} in charges and no accrued interest. Yet, the statement is showing available credit is {$1500.00}. I was calling to get an explanation as to why the statement was not showing {$3900.00}. The service rep kept trying to say that it was because of charges accrued after the XXXX of XXXX- even though they are not reflected on the statement. This does not make sense as a statement is to reflect a point in time and should only consider that which is encompassed within the printed statement for the time frame that statement is covering. She was unable to provide an explanation as to why charges not represented on the statement were impacting my printed available balance.
|
| 12/08/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2020, I awoke to a " XXXX '' window screen that stated I needed to call a certain number. There were loud beeps emitting from this window which I could not control, so I called the number on the screen. A computer tech answered and said he would proceed to fix the the hacking problem. An hour and one-half later, he said my banking accounts had been hacked and transferred me to a supposed USAA Fraud Officer, XXXX XXXX, XXXX. XXXX reported that three unauthorized transactions against my USAA bank account had been initiated in the amounts {$4200.00}, {$4900.00}, and {$5300.00}. When I asked Miles why USAA couldn't stop these transactions, he said they were " in process '', USAA could not stop them that I had to move money from my checking account into gift cards to reduce the account so the transactions would bounce. XXXX directed me to purchase {$3000.00} in gift cards. XXXX and the hacker team took possession of the {$3000.00} gift card amount.
I filed a XXXX County Police report XXXX, and an FBI report of hacking and fraud, plus an FDIC complaint. While USAA states that they have liability coverage for fraud, USAA dismissed my case and said that I was an actor in this fraud and could not be compensated for my loss.
USAA is seen as a bank for the military. I awoke on XX/XX/XXXX with a XXXX XXXX. I am a XXXX vet, with a 50 % mental health XXXX. I also teach online for XXXX XXXX and happened to have an online class later that day so I wanted my computer to work. I have been a USAA customer since the early XXXX with multiple accounts with USAA. It appears to me that USAA should provide coverage for this loss and restore my funds.
|
| 07/20/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
A {$49.00} charge was made to our credit card through USAA on XX/XX/XXXX. Ordinarily, my wife and I never use this card, but it was linked to our XXXX XXXX account and inadvertently charged. That was our fault, of course.
Previously, in XXXX, we had transferred a balance to that USAA card and set up a monthly charge using USAA 's autopay feature. That continued until the balance on the card was ultimately paid off in XX/XX/XXXX. However, around XX/XX/XXXX, when notified by the USAA app that an autopay charge was about to be incurred, my wife used the USAA app to increase the amount of each monthly payment. This continued until the balance was fully paid. However, evidently, increasing the payment amounts each month -- when prompted to do so -- resulted in a cancellation of the monthly autopay without any warning and without our knowledge.
Between XXXX and XX/XX/XXXX, there were no charges incurred on the card until XX/XX/XXXX, when the {$49.00} charge was incurred. USAA sent a statement on XX/XX/XXXX via email that shows the charge, but I likely did not even bother looking at the statement -- and I certainly didn't worry about it getting paid -- because I reasonably assumed that the autopay feature was still enabled. However, today I discovered that it was not, in fact, automatically paid, and I have concerns that the late payment was reported to a credit reporting agency.
After spending more than an hour on the phone with USAA representatives, they refused to take any responsibility for the fact that their app disabled the autopay feature without notifying us or to assist in correcting the credit reporting error for late payment.
|
| 03/29/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
USAA is reporting 4 charge-off accounts that's been charged off since 2016 with inaccurate dates as well as missed payments days as well. Also, USAA have violated 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Duty : a moral or legal obligation ; a responsibility Accurate : correct in all details ; exact.
PROHIBITION : a law or regulation forbidding something As stated by the IRS, Even if you didn't receive a Form XXXX, you must report canceled debt as gross income on your tax return.
The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes reporting the 4 accounts USAA is reporting as charge-off accounts being inaccurate!
By Definition, The IRS Clearly says a Cancelled or Charge off is Income. The reporting of this account as a debt is in accurate. 15 USC 1681 s-2 Says USAA, are a furnisher of information to a consumer reporting agency. Per this regulation I stated, USAA by law is prohibited to furnish inaccurate information. USAA is not doing nothing about it and it is effecting me and my family.
I have attached my XXXX report and highlighted the USAA charge-off accounts that are in question to show them being inaccurate as well as payment history for the accounts.
|
| 12/20/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Older American |
|
On Sunday XX/XX/10 I tried to watch a movie on XXXX XXXX XXXX. A page loaded on my TV with a code to enter and a Q code on the other half of the page it said For Support Call XXXX. I called this number. It was answered by a man sayin XXXX XXXX XXXX. He then told me my account was in review because of suspicious activity in TX and OH. He then had me open the app XXXX XXXX which allowed him to see into my XXXX. I was on my XXXX the entire time of the call. He had me install : XXXX, XXXX, XXXX. I already had XXXX. He instructed me to send money to various fictitious people. When I questioned him he said the money would be right back into my account. Most of the time these transactions were denied. Some did go through. XXXX has re=credited me the {$400.00} that was taken out. My credit card also re-credited the money.
I called my bank USAA as soon as I realized it was a scam. USAA closed my checking account and my two savings accounts. They are frozen and I have no money. USAA said they would not mail me a check for the amount in my accounts when the fraud investigation was complete. They said that could take up to XXXX days. I told USAA that I understood keeping the money in the checking account, but did not understand why they couldn't send me the money in my XXXX savings accounts which is about {$15000.00}.
USAA has refused to do this. I called the office of the CEO and my case number is XXXX. I do not feel that USAA has the right to hold the money in the savings accounts. I have looked at the agreement that I signed when opening the account and there is nothing in there that says anything about holding my money for up to XXXX days
|
| 08/01/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2018, a mobile deposit was made into my checking account in the amount of {$1000.00}. This item did not post to the account until XX/XX/2018.
On XX/XX/2018 my husband contacted USAA regarding our checking account. USAA claims the cutoff time for mobile deposits is XXXX Central and the deposit was not made until XXXX Central time, however I do not believe it was made that late. In addition, we make deposits via mobile deposit often later than the supposed cutoff time and have never had a delay in posting previously. It seems USAA has recently changed this practice and did not notify all of their clients of this new practice. Regardless of the cutoff time, we have never had this issue before. This new practice caused a downstream issue with our accounts at other banks. Deposited items were returned at other banks because we thought this deposit had been posted. The customer service representative refused to allow my husband to communicate with a supervisor until I said we would be filing a complaint with this office and others. The supervisor was not helpful either. I would think that a company that claims to support our veterans would be slightly more helpful and definitely more transparent with their common practices they call " cutoff '' times.
When a mobile deposit has been completed, a notice displays that the funds are available " immediately. '' There is not a " cutoff '' mentioned in this notice nor is there a disclosure advising these funds are not posted.
I would like some assistance with this issue and believe USAA does not have an client focused approach that is conducive to the best interest of their clients.
|
| 03/30/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
Servicemember |
|
I have noticed that I have a hard credit inquire from your company on my XXXX XXXX and XXXX XXXX credit file datedXX/XX/XXXX. As you probably know, Credit Reporting Agencies treat inquiries as a statement of fact and will not allow a consumer to dispute them. Since it is against federal law ( Fair Credit Reporting Act15 USC & 1681n ( a ) ( 1 ) ( B ) for an entity to view a customers credit report without a permissible purpose, I am writing to inquire as to your alleged purpose for doing so since I did not apply or request credit from your organization. Based on the evidence in my possession, this inquiry was performed under false pretenses as described in the clear language of the law. 15 USC & 1681n ( a ) ( 1 ) ( B ) states, in part, in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. I have filed a police report with the Sheriff 's Department XXXX XXXX XXXX on XX/XX/XXXX with a report number # XXXX for identity theft, Name and unit of Reporting Deputy XXXX XXXX XXXX XXXX. This is informing you that this was a fraudulent application and I did not authorize your company to pull my report. I do hope that we can settle this matter amicably. Please remove this hard inquiry from my credit report upon receipt of this letter to avoid further damage to my credit. Your immediate attention is appreciated in regards to this matter. Please contact me if you have any questions. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX Email : XXXX XXXX
|
| 04/20/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/2022, I made an {$8000.00} payment to my contract using my Limitless Cash Back Visa from USAA. The charge cleared my account, and I paid the balance due by XX/XX/2022. My contractor notified me that the payment had still not been received in his XXXX account by XX/XX/2022. I called USAA to explain the situation and was advised to file a dispute.
I received a request for additional information from USAA on XX/XX/2022. I uploaded a letter in response to their request on XX/XX/2022, and requested a phone call if they required clarification or more documentation. Instead of calling me, they uploaded a letter to my documents on their website on XX/XX/2022 ( XXXX XXXX ) and reversed the " loan '' they had put on my card while the dispute was pending. I did not receive a phone call or any direct communication prior to the reversal.
I called USAA again on XX/XX/2022 after having my card declined due to the charge putting my balance over the limit. The representative stated she could see the letter I submitted and entered a request for call back. As of XX/XX/2022, I had not received any communication or change to my card balance so I called them again. The representative said they have up to 5 business days to review the request and call me.
At this point, I am without {$8000.00} of my money because of a mistake in a system that processes card payments ( USAA or XXXX, no one will tell me ). USAA is not taking any initiative to remedy this situation despite having been a member in good standing for nearly 17 years. I do not want the over limit to effect my credit score, and I need my money back to continue paying my contractor.
|
| 06/17/2016 |
Yes |
- Bank account or service
- Savings account
|
|
|
Web |
Servicemember |
|
My bank, USAA deposited my tax refund of XXXX dollars into the wrong bank account. According to USAA, another USAA account holder by the name of XXXX XXXX XXXX was unjustly enriched by money that belongs to me. USAA initially did not want to help at all, and essentially sent me on a fruitless 2 month run-around which involved me contacting my tax company, XXXX, as well the IRS, XXXX XXXX XXXX XXXX, my local police, and even my small claims court. None of these organizations helped me, and all insisted that I get back in contact with my bank ( USAA ). After finally submitting a formal complaint through the XXXX, I was contacted by a representative named XXXX XXXX who said she would attempt to get my money back by calling XXXX XXXX and asking him to put the money back into his account, so that it could be transferred to me. Note, this was a solution of which I asked USAA to perform months ago, and they were not willing. It took countless hours on the phone with USAA and finally an act on XXXX part to get my bank to do the minimum amount of effort. However, this effort was also made in vain as I was told that I would see results on the week of XXXX XXXX, 2016, and still have not heard anything about the money being put back into my account. USAA claimed that they will not pay for the damages, and will only resolve the issue is XXXX XXXX puts the money into his account. Seeing that the XXXX XXXX is not legally obliged to remedy an error made on USAA 's part, it is apparent that he will never put the money back. To conclude, I am asking for help to resolve this issue with my bank, so that my money can be sent to me ( the rightful owner ).
|
| 06/01/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Bounced checks or returned payments
|
|
Web |
Servicemember |
|
I got an email from my XXXX college email address from a XXXX XXXX XXXX He was looking for anyone willing to work as his XXXX on a part time basis. I applied for the job position. He said he was a professor at the XXXX XXXX XXXX, part of my job responsibilities would be running errands, making payment, booking appointments e.t.c On XX/XX/XXXX he sent two checks to my email. {$3500.00} and {$3800.00}. He said i would make deposits on his behalf to some orphanage. He asked me to transfer {$2000.00} to XXXX XXXX using XXXX, i said no and that i only make transactions through my bank. I eventually sent {$1000.00} using XXXX through USAA. Then he started presuring me to send the rest of the money, i saw that as ared i called my bank and spoke to an agent to alert them that its fraud and to dispute the {$1000.00} transaction through XXXX. I filled a police report online with the XXXX XXXX police department. Right now my bank is charging m the {$1000.00}. as a returned check, and also a returned check fee. USAA said theres nothing they can do about it. I contacted XXXX, and was told the transcation has posted and there's nothing they can do about it. Am having to pay {$1000.00} that i do not have, am having to bear the brunt even after alerting my bank immediately within 10 minutes to cancel the transaction. Am surprised USAA will authorize XXXX on their banking website knowing fully well that XXXX has no customer or fraud protection. All am asking is my loss or claim of {$1000.00} that was charged to my account and the returned check fee be refunded. Am a victim of fraud and a banking system that has no fraud protection for its customers
|
| 12/08/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
Servicemember |
|
I, the consume and natural person, was denied a car loan by USAA when I applied on
XXXX.XXXXAdverse action against a consumer is AGAINST THE LAW according to 12 CFR Part 1002 of the Equal Opportunity Act. In which Regulation B protects applicants from discrimination in any aspect of a credit transaction and aspects of credit transactions include the following : Consumer credit Business credit Mortgage loans Refinancing Open-end credit Credit applications Standards of creditworthiness Denial of credit Servicing and collection Revocation, alteration, or termination of credit The Equal Opportunity Act is codified in 15 U.S. Code 1691 ( c ) and is pursuant to civil liability under U.S.C 1692k . USAA is subject to criminal liability for violating 15 U.S. Code 1691 as I have the proof that I was discriminated due to the response I received. I the consumer made the application in good faith, but loan was not issued.
Furthermore, because USAA as access to my social security number, described as a credit card under 15 U.S. Code 1602 ( l ). I received no benefit. This is proof of fraudulent activity ( unauthorized use ) o
n behalf of USAA.
I am the original creditor by means of my social security number. 12 U.S. Code 1431 - Powers and duties of banks, stipulate USAA can ONLY borrow, and is only loaning the funds created from my social security number and signature on file.
If USAA fails to make any reasonable procedures to resolve this matter and compensate me for the use of my credit card ( social security ). I will indeed make USAA criminally liable for all actual damages pursuant to 15 U.S. Code 1681 ( n ) and 15 U.S. Code 1681 ( o ).
|
| 04/03/2015 |
Yes |
|
- Unsolicited issuance of credit card
|
|
Web |
Servicemember |
|
I applied over the phone for a credit card that was advertised on USAA website as a 1.5 % cash rewards credit card. I think it was a new product at that time, so when I called to apply the lady had trouble finding the specific XXXX I wanted, but after a few minutes on hold she came back and said that she had found the 1.5 % cash back World MasterCard that I wanted to apply for. We went through the application process over the phone and at XXXX other times throughout the conversation I verified that this was the 1.5 % cash rewards card. I was put on hold again XXXX of these times and the worker came back to the phone and said yes, this is the 1.5 % cash rewards program card. After a few days I got the card in the mail and it was just the plain USAA World MasterCard, not the 1.5 % cash rewards card. I already had a 1 % rewards card from them. So after several unsuccessful phone calls to their executive resolution people, I sent a consumer dispute form to them detailing that I wanted the card removed from my credit history and deleted, not cancelled. ( I was told over the phone multiple times that the only thing I could do was cancel the card, but I will not do this because it lowers your credit score from my understanding to have an account opened then closed within a month period. ) They contacted me and said they could not do what I wanted by removing the inquiry from my credit history because I did authorize application and that I would have to cancel the card and re-apply. I authorized application to the 1.5 % and not the card they gave me, so I believe it is their responsibility to remove the application from my credit history.
|
| 06/10/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have been lock from banking activities for three days now. On XX/XX/XXXX, I attempted to access my bank information through the USAA app on my XXXX, my phone, and online via the web. All attempts indicated that my access was restricted due to security reasons. I called USAA at XXXX XXXX and after I entered my member number, the recording stated it did not recognize my ID number, said their offices were closed, and immediately disconnected the call. Their call center is never closed on a regular weekday at XXXX XXXX I made several attempts to call and it continued to hang up on me. After calling once more, I didn't enter my member number it did not hang up on me or state they were closed. After waiting 30 minutes, I was transferred to someone who said their Security Dept. was closed for the day, transferred me to someone else and was on hold again for 30 minutes, when that person came on the line they said they were going to transfer me to someone else. I refused to be transferred asked why my access was locked and was not given an answer. I had payroll deposits and checks deposited that indicated the funds were available. I went to the ATM and both attempts to withdraw funds indicated I had insufficient funds. My withdraw requests were below the available cash balances within the daily withdrawal limits. I just received a notice from my cell phone provider that their attempt to collect payment for my bill was declined. I have notifications set for USAA to contact me via e-mail regarding account fraud or security matters and nothing has been sent to me explaining why I can not access my funds and why payments are being rejected.
|
| 11/01/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
My name is XXXX XXXX. On XX/XX/2019, I submitted a money transfer inadvertently to my ex-wife 's account. I immediately called USAA and tried to reverse the payment. As it was a USAA to USAA money transfer, the representative stated he could not cancel or retrieve the payment. I informed the representative, that this was to my ex-wife and we are not on amicable terms. I asked if he could reach out to her and request the transfer be reversed. He refused and stated even though it was a mistake it has been done. I then asked to speak the executive resolution team. After being on hold for 20 minutes, I was told they are busy and they would return my call later. As I work abroad, this was cumbersome at the least. After the call, I completed some research about whether I my ex-wife could keep the funds from the transfer and the banks responsibility. The bank is required to be your advocate and attempt to reach the other party to see if the party will release the funds. As of now, USAA has done nothing to assist and has failed to be helpful at all. For anyone else in this predicament, you have legal rights to obtain your funds for inadvertent fund transfers. The key to a return without legal intervention is for your bank to be proactive and advocate for you. Additionally, this is needed as proof if the other party refuses to return your funds. I am truly disappointed in USAA in this matter. I have been a faithful member for almost 20 years. I would assume the loyalty in itself would mandate at least a letter or call from the institution to the other party. I will be looking for other banking institutions that treat their members better.
|
| 12/15/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Older American |
|
USAA FEDERAL SAVINGS BANK 's failure to report in a timely manner my mortgage and mortgage payments to the Credit Reporting Agencies is hurting my credit. USAA was contacted by me and requested first in XXXX 2016 by me too report my VA Mortgage Loan and payment information. Still it has not been done, as of this date.
I now have XXXX reporting : " What 's hurting your score. There is insufficient information about mortgage accounts. You either have no mortgage accounts, or there is insufficient information about mortgage accounts, in your credit file. People without mortgage accounts or those who do not have sufficient information about mortgage accounts are considered riskier by lenders. It is important to have various types of credit that are held in good standing in your credit file, including mortgage accounts. '' Plus, XXXX which is used by USAA reports : " Factors influencing your score downwards. Lack of sufficient relevant real estate account information. A real estate loan can be a first mortgage, a home equity loan, or home equity line of credit. The XXXX credit score model relies on information in your credit files at the XXXX national credit reporting companies ( XXXX and XXXX ) to generate your score. Your credit file does not contain enough credit behavior information about your real estate accounts. A mix of different types of open and active credit accounts, including real estate loans, can have a positive impact on your credit score. '' USAA 's internal problem was also reported to the XXXX to no avail since my current mortgage information has NOT been reported to XXXX and XXXX as of this date ( see attached ).
|
| 10/03/2023 |
Yes |
- Debt or credit management
- Debt settlement
|
- Charged upfront or unexpected fees
|
|
Web |
Older American |
|
This is now the 3rd complaint that we have filed with CFPB and as a consumer, it is beyond me that we haven't gotten any resolution from the company, USAA. The first complaint was from my wife and I, second through the AG if Idaho and most recently through our Conressman, XXXX XXXX. My wife and I had a fraudulent charge of {$18000.00} on our account through USAA from what we believe was a data breach that the company had earlier this year. We have formally requested information on the case which they have completely ignored for months. We have also requested information through a lawyer which cost us an addition {$2500.00} retainer. USAA apparently found us responsible for this fraud earlier this year and has been assessing interest fees on the $ XXXX but never notified us of their finding or why they believe we did this. USAA lost $ XXXX last quarter and had a known data breach that we had to uncover ourselves even though both Texas and Vermont AG 's have filed suit. In short, we are considering paying this $ XXXX ( now close to $ XXXX ) to protect ourselves from further exposure from USAA 's additional fines. We have extensive data and communications over the months that this has transpired if anyone is interested in talking to us. We will sign an affiavit that we had nothing to do with this and in fact, we are the real victims here. If anyone is willing to listen, I believe this is clearly identity fraud caused by the data beach at USAA where we have been members for XXXX years. I need a consumer advocate here as we are being attacked by our own Insurer/bank with no help from them whatsoever. Please help. XXXX and XXXX XXXX
|
| 03/31/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Older American |
|
I JUST LEARNED USAA DID NOT NOTIFY ME A CARD END XXXX I REPORTED FRAUD XX/XX/XXXX {$470.00} NEVER EXSISTED ( **FOR TWO YEARS USAA TAUNTED ME TRYING TO RESOLVE** )?? HOW DID I REPORT THE FRAUD? see lette XX/XX/XXXX XX/XX/XXXX FRAUD CLAIM DATE {$470.00} USAA DID NOT INVESTIGATE FRAUD I REPORTED. The investigation did not Complete until XX/XX/XXXX with UNAUTHORIZED TRANSACTIONS CONFIRMED XX/XX/XXXX USAA Collections Rep XXXX ID # XXXX CONFIRMED CREDITCARD END XXXX NEVER EXSISTED.??? BUT I AM DELINQUENT AND USAA CLOSED CURRENT ACCOUNT REPORTING DELINQUENT. I was denied credit due to this with XXXX XXXX ( documentation upon request ) AND XXXX NEVER EXSISTED?? THIS IS MY BALANCE THAT USAA CLAIMS IS DELINQUENT ON ANOTHER ACCOUNT THEY OPENED. CARD XXXX. DISAPPEARED WITH MY CREDITS.?? see attatched Transactions of fraud XX/XX/XXXX THE BALANCE {$470.00} LEFT AFTER MERCHANTS CREDITED. WAS WHAT I REPORTED CLEARLY ON CARD XXXX see attatched Transactions XX/XX/XXXX XX/XX/XXXX transactions ARE USSAs DISPUTES USAA REPORTED WHEN USAA DISMISSED MY FRAUD I REPORTED USAA TURNED INTO DISPUTES see Adjustment Purchases temp credits to begin investigation of these transactions XX/XX/XXXX. AND NEW PURCHASES XXXX OF THESE UNAUTHORIZED TRANSACTIONS* NOT IN MY FAVOR Adding additional {$470.00} see USAA response CFPB XX/XX/XXXX XXXX Mrs XXXX CONFIRMS USAA REVIEWED AND HELD ME LIABLE. Per USAA rep XXXX He sees credits need be made permanet BUT HE CAN DO NOTHING BECAUSE THIS WAS CLOSED CHARGED OFF AS DELINQUENT?? USAA Rep ID XXXX XXXX Collections Collects on ID THEFT?? AND INFORMS ME THIS ACCOUNT NEVER EXSISTED BUT I AM IN COLLECTIONS TO PAY CARD END XXXX???
|
| 12/01/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
On XX/XX/2019, I opened a bank account with USAA. My mother, a long-time account holder, eligible based on her fathers military service, helped me do so.
Between XX/XX/2019 and XX/XX/2019, I deposited {$3200.00} into my USAA checking account and {$550.00} into my USAA savings account, for a total of {$3800.00}. On XX/XX/2019, I was revoked access to my online account portal ; when trying to login, the official USAA app displayed a message instructing me to call.
When I called that day, a representative told me that my accounts had been closed, that USAA would no longer be doing business with me, and that he was not permitted to tell me why. After numerous phone calls that day, I came to understand that banks are allowed to refuse business to any customer for any reason except discrimination, but are required to return said customers money in a reasonable amount of time. A USAA representative finally confirmed my mailing address and told me that I would receive a check for {$3800.00} within 30-60 days.
As of yesterday, XX/XX/2019, I still have not received that check. As such, I called USAA to ask when I should expect my {$3800.00} check. The representative told me she could not talk to me. I asked her to connect me with a supervisor. After a short hold she returned to the line and said that she was unable to connect me with a supervisor for the same reason she could not tell me any information about my accounts, and that she was going to end the call. I told her that I would take legal action if she did so. She then hung up on me.
Thus, I am submitting this complaint against USAA in order to have my {$3800.00} returned.
|
| 11/30/2015 |
Yes |
|
|
|
Web |
|
|
After dealing with USAA and being told that they would not update my credit because a payment had not been made I got the answer I was looking for. USAA acknowledged they were wrong and sent a letter to the credit reporting agencies on XX/XX/XXXX that they need to correct what was reported. USAA claims they removed the late fees attached onto the account. I asked that they credit the payment that should have been made in XX/XX/XXXX of {$80.00} and for the XX/XX/XXXX payment of XXXX. They are refusing to give credit of the {$80.00} or {$44.00} as they are claiming they did not get a payment from me, even though I authorized both payments to come out and their representative did not set up the payments. They acknowledged to me in a letter XX/XX/XXXX that I did have a payment set up to come out XXXX which led me to believe I in fact had the first payment go through. No one at USAA can tell me why I was never called after my first payment did n't go through as the account was behind before the payment was set up with XXXX from their member debt solutions team. I then received a letter on XX/XX/XXXX stating that I was behind and needed to make a payment. When asked why I was never notified they could not respond. When asked why they could n't credit the account they said because they never got the payment ... even though there is a letter stating otherwise and that payments were set up. I told usaa and offered to pay the balance in full if they credited the XXXX and the XXXX to my account and that that remaining balance could be and would be paid off in full. This company is turning away my money and still holding my credit hostage.
|
| 11/15/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
XX/XX/2016 : Applied to refinance my house with USAA, locked in my rate 3.5 %.
XXXX/XXXX/16 : Received my application packet with all of the documents needed in the mail, including my intent to proceed. Expiration date of application packet was XXXX XXXX, 2016.
XXXX/XXXX/16 : I uploaded all of my packet including my XXXX, income statements, intent to proceed, everything. I used USAA, so they have a digital portal to which I uploaded and indicated that I was done. The prompt said " Thank you! If we need any additional documents we will contact you. Check back to see the status of your mortgage application. '' XXXX/XXXX/16 : I get an email from loan originator XXXX XXXX XXXX # XXXX saying " I see your loan estimate has been delivered, please respond to this email with yes it is my intent to proceed '' I replied and told him I uploaded everything and yes it was my intent to proceed and asked him to please let me know if he needed me to submit the packet in any other format. NO RESPONSE.
XXXX/XXXX/16 : I receive a denial letter in the mail stating my application was incomplete. I call and spoke with another originator XXXX XXXX who says " Oh yeah, I do see here you submitted everything on XX/XX/XXXX ... sorry about that. I 'll be happy to start another application for you, mortgage rates have gone up though. '' The increase in mortgage rate will cost me approximately {$7300.00} ( this does n't include the {$6000.00} in closing costs ). And they will have to run another credit inquiry. I was told by the manager " the individual has been reprimanded for his errors. '' However, I am the one who is paying the price for his errors.
|
| 11/20/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem with the payoff process at the end of the loan
|
|
Web |
Servicemember |
|
On XX/XX/XXXX a cashiers check from XXXX XXXX XXXX XXXX was sent to USAA via XXXX overnight based on the payoff letter that USAA Provided. That payment was received and processed on XX/XX/XXXX On XX/XX/XXXX USAA debited from my personal checking account an additional {$580.00} resulting in an over payment to my personal loan of over {$600.00}.
On XX/XX/XXXX I called in to USAA and spoke with a representative. The representative indicated that there was XXXX payments that overpaid the loan and that I should receive XXXX separate refund ach credits back to my XXXX account within days.
On XX/XX/XXXX I called to check the status of my refunds as USAA is now holding over {$600.00} of my funds, partially of which certified and holds are prohibited under federal regulation CC law. The represenative appologized for the misinformation but because I did not pay off the loan by XX/XX/XXXX the automatic payment count not be stopped. Since it could not be stopped it has to be fully processed which takes XXXX days and then another 3-4 for them to refund the money. XXXX : They are going to hold my money for nearly XXXX days before releasing it back to me. She said the only way to expedite that is if I send them in a bank statement. I told her, I do not feel comfortable with sharing my entire bank statement. That where I spend my money, what other charged I make with my checking account are not any of USAA 's business. That I would be happy to allow them to verify directly with the bank, but that I did not feel comfortable with turning over information unrelated to the USAA transactions. She said then I have to wait the 15 and XXXX days.
|
| 11/30/2015 |
Yes |
|
|
|
Web |
Older American |
|
Filed a dispute for charge of XXXX to my account. Company did not send product.
Was told by USAA customer rep the company had sixty days to dispute my claim. If they received no dispute from the company the charge would be permanently removed.
After filing the complaint the company sent me the product.
I contacted USAA and told them it would be fine to keep the charge of XXXX on my accountWas told by USAA customer rep that the company had to dispute the claim.
So I called the company and told them they had to call USAA and dispute the claim.
Was told by their customer rep they did not know how to handle it and never received anything from USAA disputing the charge.
I then called USAA AGAIN and talked to a customer rep who told me he could just removed the transaction and I could then send the company a check for XXXX.
I agreed.
I received a letter from USAA stating the transaction was removed.
I sent the company a check for XXXX by priority mail and tracking number. The company received the check.
I then received a second letter from USAA stating the charge was removed from my account and no further action was required on my part.
A few days later I checked my account with USAA on line and discovered the charge of XXXX was again placed on my account.
I called USAA AGAIN and spoke with another customer rep. He did not have any answer as to why the charge was again put on my account. He gave me a song and dance routine that stunk. I received XXXX letters from USAA stating the XXXX was removed. And sent the company a check for XXXX. Now the company will receive XXXX twice. Once from my check and the other from USAA.
|
| 11/25/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA informed me via postal mail that effective XX/XX/2021 all accounts within their bank would be in a credit-only status with no withdrawals or ACH Debits allowed despite multiple utility bills requiring to be paid, most if not all are past due, which I've become responsible for the financial hardship and unnecessarily restricting me from my XXXX XXXX XXXX XXXX XXXX Retired Veteran from XX/XX/2021 until this day, because I still have not been able to deposit, cash or successfully have access to my entitled funds due to now XXXX XXXX XXXX XXXX XXXX verify funds for the lines of accounting utilized whenever USAA mailed me out XXXX corporate checks - XXXX of them larger than normal at about {$12000.00} and the other approximately {$3700.00}. Their rationale was they required to ensure any deposits did not come back returned, which had never occurred on any account throughout my decade tenure with USAA. This type of cruel and unusual punishment exhibited has not only affected my surrounding support network, moral relatives, but it has achieved the capability to affect my XXXX XXXX XXXX XXXX XXXX due to an XXXX XXXXr I suffer from. Some type of major oversight or scrutinized policies for retraining and teaching the most appropriate methods to avert such havoc like which I'm still currently enduring, along with my in-town relatives - both medically and financially. This can not be another fluke in the system that another servicemember or veteran. or retiree or dependent should have to endure due to mere oversight and not actually addressing the most precedent or effective method in maintaining the continuity of business flow.
|
| 06/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Older American |
|
USAA Blocks members from Reporting ID Theft CONSUMERS HELD LIABLE FOR FRAUD. 100 % liability remains on consumers accounts. USAA policy requires verification to reach IDTheft Department or any department requiring a profile recovery. Consumers are block from protecting themseves against ID Theft. I TRIED ON LINE USAA IS NOT ADA COMPLIANT FOR MY XXXX XXXX & AFTER VERIFYING ME FOR 37 YEARS ( ** SUDDENLY I AM UNABLE TO GET VERIFIED when phoning ) see ID Theft case XXXX dated XX/XX/XXXX Reported to FTC & UNABLE TO RESOLVE ID THEFT ON LINE OR BY PHONE to usaa. ( This is usaa 's 100 Liability Policy to protect usaa making it UNAVAILABLE TO CONSUMERS. ) I am held accountable for an account usaa created id theft USAA DID NOT CLOSE ACCOUNTMC END XXXX XX/XX/XXXX 1099-C CANCELATION OF DEBT & USED MY PRIVATE DATA from this account TO OPEN TWO FRAUDULENT ACCOUNTS MC END XXXX & VISA END XXXX ( 2 ) ACCOUNTS OPENED SAME DATE XX/XX/XXXX ** I DID NOT AUTHORIZE OR APPLY OR AGREE TO OPEN ANY MORE ACCOUNTS AFTER XXXX. NOW USAA WILL NOT ALLOW ME TO REACH ID THEFT DEPARTMENT FOR RESOLVE. usaa REVERSED {$3000.00} CREDITS THAT WERE MERCHANTS CREDITS XX/XX/XXXX USAA HAS PROVIDED NO PERMANET FRAUD CREDITS FROM XX/XX/XXXX FRAUD ( * NO ORIGINAL SIGNATURE OF APPLICATION & DRS LICENSE USED TO OPEN ACCOUNT IN VIOLATION OF FEDERAL LAW ) They ask me for to verify ** my drs license for ACCOUNT NOT MINE I DID NOT OPEN. I HAVE ASKED FOR YEARS USAA PROVIDE ME WITH DRS LICENSE THAT OPENED THESE ACCOUNTS TO NO AVAIL. USAA ASKS FOR MINE. Kindly Note usaa making restitution to XXXX, XXXX other members & fined XXXX XXXX DOES NOT STOP usaa from frauding consumers.
|
| 11/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
This is with USAA secure credit card.
I made a purchase on XX/XX/05 for {$220.00}. The merchant converted my credit card payment to cash via XXXX. USAA charged me for a XXXX XXXX XXXX of {$6.00}. Since the charge, I have been paying a monthly " Interest on Cash Advances. '' The month of XXXX it was, {$0.00}, then XXXX {$1.00}, and XXXX {$1.00}.
When I called USAA to ask how I can pay this charge off so I am not being continually charged every month for the interest on the cash advance fee, I was told I had to pay my entire card balance off ( which is about {$1600.00} right now ). When I asked if this meant that I would continue to be charged Interest on Cash Advances for the next several years, I was told yes ( until the card is paid off ).
Each month I pay an additional {$100.00} ( normally the minimum payment is {$32.00} or {$31.00} ) so I pay about {$130.00} or {$130.00} a month. When I asked if any of this additional money could be paid towards the cash advance payment or if I could pay additional money to pay off the amount so I would not be charged each month for the additional Interest on Cash Advances, I was told XXXX. ' The ONLY way was to pay off the entire {$1600.00} balance.
I have no control over how the vendor handles my credit card payment, so I should not be penalized for the next several years on a 'cash advance. ' Since this is a secure card, I thought I could direct additional money towards the payment of this cash advance?
I have spoken to XXXX USAA representatives and when I asked to talk to a Supervisor, I was directed to their Resolution Dept, which did not resolve anything.
Thank you.
|
| 05/27/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank And XXXX XXXX can not effectively communicate ; USAA Home Value Monitoring on my Residence- XXXX XXXX XXXX XXXX XXXX , AL XXXX is XXXX dollars while XXXX estimate XXXX dollars approximately after putting in over XXXX dollars in repairs/modifications ; XXXX numerous books Property Owners Associations etc ... have ability to decrease home value and I have had significant issues with both my home owners association and City of XXXX , AL , XXXX ; Also XXXX veterans live in this area and U SAA is a military bank, run by ex-senior officers, so no telling what influences have played out here- not for me to figure out? My realtor with XXXX XXXX XXXX contacted USAA on my behalf asking for an explanation of the XXXX value and got transferred around to three different people/agents, they were then told an informal estimate would be emailed to me within 24-hours. This did not happen!!! I called USAA and talked with agent Friday XXXX XXXX XXXX . I had to repeat myself constantly. This agent then placed me on hold a very long time and then transferred me to wrong department in XXXX XXXX - I then had to repeat myself over and over again. I told both USAA and XXXX XXXX I wanted an informal estimate, and if it was XXXX below XXXX I wanted a complete written explanation as to why. I told XXXX XXXX they had 24-hours to sort this out with USAA and get back with me and they have not. XXXX my writing you yet again about another issue with USAA Mortgage servicing. I am beginning to lose count now. Any assistance would be greatly appreciated.
|
| 04/17/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
Servicemember |
|
On XXXX XX/XX/XXXX USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. Their actions from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX exhibit unlawful behaviour similar to earlier behaviour for which USAA settled with the CFPB. A summary of the events which took place is below : XXXX XX/XX/XXXX - Home sale, mortgage balance paid off XXXX XX/XX/XXXX - Unauthorized transaction by mortgage service company for a paid off loan XXXX XX/XX/XXXX - USAA approves unauthorized transaction XXXX XX/XX/XXXX - USAA creates an overdraft loan in customers name XXXX XX/XX/XXXX - USAA creates a finance charge for their overdraft loan XXXX XX/XX/XXXX - USAA reverses overdraft loan and unauthorized transaction XXXX XX/XX/XXXX to XX/XX/XXXX - USAA insists the finance charge is legitimate and must be paid, refuses to reverse the fee, sends overdue balance to credit reporting agencies which reduces the customer 's credit score from XXXX to XXXX.
In simple terms, USAA commited fraud and theft through clever use of timing of automated transactions on their ledger. By authorizing and then reversing third party transactions USAA is able to levy a very small fee on the customer who is told the fee can not be reversed. USAA then threatens to destroy the customers credit score if they refuse to pay the fee, relying on the fact that the fee is so small it's easier for the customer to pay it than to fight it, thus extracting rents from their deposit holders.
|
| 03/09/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
I applied for an auto loan and the dealership provided the required Request for Payment form to USAA. As requested, the dealer provided the Routing Number and Account number. USAA informed me ( the borrower ) that they did not receive the routing number and account number. When pressed ( over 2-3 days of repeated calls ), USAA admitted that they received the numbers but required a different set of numbers to complete an ACH transfer to fund the loan. The dealer immediately provided the requested information via email. Unexplainedly, on XX/XX/2022, USAA sent a bank check to the dealership via XXXX which was received on XX/XX/XXXX. USAA made the check out to the parent company and not to the automobile dealership, as directed. When I called USAA on XX/XX/XXXX to demand that they fund electronically, they refused and offered to put a stop payment on the check and re-issue the check. When I asked whether they would amend the " funding day '' to the day when the check was actually received by the dealership ( expected to be XX/XX/XXXX ), they refused. When I informed the representative that I thought such practices violated Federal consumer protection laws by charging consumers interest on loans they had not yet received, they were still unwilling to correct the funding date.
Although the difference in the interest amount paid is negligible, if a wide-spread practice, the amounts wrongfully charged consumers may be substantial. If not an actual violation, clearly the conduct constitutes an unfair, deceptive, and abusive act/practice ( UDAAP ).
Providing full disclosure, I was a CFPB XXXX XXXX XXXX for XXXX XXXX years.
|
| 12/24/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
In XXXX, I received a $ XXXX personal loan from USAA that offered a low interest loan to new XXXX XXXX. I paid on time every month however got behind around XX/XX/XXXX however still made small payments ( less than monthly minimum of about {$450.00} ). Without warning or negotiation, my loan was closed or charged off with an approximate balance of $ XXXX in XX/XX/XXXX. I communicated with the collection company USAA has sold my loan to and have made a couple payments.
My issue is, I had an XXXX card with a $ XXXX limit, {$500.00} balance as of XX/XX/XXXX, also with USAA ; including countless other accounts such as multiple checking, savings, auto insurance, and stocks. I have also paid the XXXX card on time, and was about to pay off in full as I was attempting to clean up my credit.
XX/XX/XXXX, I discovered USAA had used the Service members Civil Relief Act ( SCRA ) to " credit '' the remaining ~ {$500.00} balance and close the XXXX credit card! Mind you, I have been in the military the entire duration of the utilization of the card and that was never offered to me or explained. When speaking to multiple reps on the phone of USAA, I was told, my XXXX credit card was closed because it was a " business decision '' based on my loan that had recently closed - even though I was never late on that credit card. The USAA representative told me there were forms sent to my account inbox stating the closure of each account. I never received any of those documents.
I am a fan of USAA and have been a member for close to 10 years. I am attempting to rebuild my credit and can not afford another negative account. I Please help!
|
| 02/22/2021 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt is not yours
|
|
Web |
|
|
I accepted a job offer that was posted on XXXX. My employer sent me a check in mail to purchase various office equipment via the XX/XX/XXXXI was told to inform him of when I got the check, so that he could give me the information to make the purchases. I recieved the check, deposited it into my account, and recieved email confirmation from my bank the funds were in my account. I informed my employer, he sent me the information to purchase the funds, and I did so. I a couple days later my account was over drawn from the purchases. I contacted my bank immediately and informed them of what happened. I provided documentation that I received from him, as well as all of the text messages he and I had sent to each other. My bank said that they were going to conduct there own investigation and would notify of there findings. I also went to the police and got in contact with a detective who was put on my case and was given a case number. After about three weeks my bank declared that it was indeed a fraudulent check that had been given to me, but they told me that I was responsible for said check, even there system deemed the check as good, when they released the funds into my account. My bank has been trying to hold me responsible for the negative balance, which I think is ridiculous. They have also frozen one of my accounts that has around {$550.00} in it that I can not access. This has been on going since XXXX of 2020. My hope is that you will help me hold USAA the bank in question responsible for clearing a bad check, and for releasing funds that are rightfully mine. I can provide all documentation that confirms my story.
|
| 10/02/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Money was taken from your account on the wrong day or for the wrong amount
|
|
Web |
Servicemember |
|
On XX/XX/2018, we placed an online order for a hotub with XXXX 's XXXX. XXXX 's took the money from our account the day after the order was placed and 2 days later put the funds back into our account. Approximately 5 weeks later we attempted to obtain status of our order and were told by XXXX 's that we did not have an order because our payment did not go through in which we explained it was initially taken and then returned to our account. Based upon this, we offered to pay on the spot under the condition that we would not have to wait another 6 - 8 weeks and we were told that was not possible. We therefore received written confirmation from both XXXX 's XXXX and the 3rd party vendor who manufactures the hot tub that our order was indeed cancelled. At the end of XX/XX/XXXX, XXXX 's again withdrew the {$6500.00} as payment for the hot tub that was cancelled. We disputed the charge and our money was returned to us. We have provided USAA Federal Savings bank all the documentation evidencing that the order was cancelled on 2 different occasions and received confirmation that it has been received. On Monday XX/XX/XXXX, the {$6500.00} was once again taken form our account over drafting the account approximately {$4000.00}. The money was taken a full 10 days prior to the deadline issued by USAA and the documentation to evident the order cancelled has been confirmed received by USAA. We have repeatedly requested immediate resolution to this matter since it was their error and no one has been able to return the money to our account. We are asking that this be rectified and would like to know our consumer rights for damages.
|
| 02/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
Servicemember |
|
I was scammed for {$1000.00} in my savings and {$500.00} in my checking account. I was also scammed by trickery for {$1000.00} on my credit card with XXXX XXXX. I contacted both my bank ( USAA ) and the credit card company ( XXXX XXXX ). Neither bank accepted my dispute and stated that because it was a scam and not fraud then I will not be refunded anything. I was then told by a co-worker that the CFPB is the next step. This is what happened with the scam. On XX/XX/21, I received a call at XXXX ( XXXX XXXX ). The first call was an automated message saying that my email was compromised and used for money laundering. I hung up and immediately got a call from the sheriff 's department ( XXXX ) XXXX. They asked if I wanted to turn myself in. They said that there was a warrant for my arrest because I failed to comply with the Department of Justice. I then got a call from special agent XXXX XXXX XXXX XXXX XXXX. He said that I needed to safe guard all my money and an agent will meet me the next day. He then said that I had to put all my money on XXXX gift cards. So, went to XXXX 's grocery store and I got 2 XXXX gift cards equaling {$1000.00} from my savings and 1 XXXX gift card equaling {$500.00} from my checking. I had to drive home, so he said that I could got to XXXX XXXX XXXX and get the gift cards from my credit card. I got 2 XXXX gift cards equaling {$1000.00} from my credit card. After buying, he asked for the card number and access code on the gift cards. After about 3 hours of going back and forth with the special agent, he told me that I would get a call from an agent the next day to set up a time to meet.
|
| 10/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On the evening of XX/XX/XXXX, at about XXXX or XXXX XXXX, I was in XXXX, XXXX when I discovered via email that fraudulent charges had been made from my checking account. A XXXX transfer of about XXXX $ was done - I did not do this, was not involved. It was fraudulent and unauthorized. This has been reported to the police ( XXXX - that's where I was when I learned, and XXXX XXXX, given the possible connection to shared wifi and devices on XXXX XXXX ) and the CFPB.
Upon further investigation, I found a that USAA, my bank, sent me an alert stating that someone accessed my account from an unknown and unauthorized device around XX/XX/XXXX or XX/XX/XXXX. I learned about this recently after this fraudulent transaction. Then, I found an additional XXXX unauthorized charges from an ATM. I searched for my debut card, which I don't use often, and found it was not in my wallet. I made the bank, USAA, aware of this and I also alerted them that my PIN ( both to the debit card and the account were compromised ). I share devices and WIFI with others on a college campus, and malware was discovered on public devices as well as my personal device.
In addition to all of this, when I called USAA, the rep told me someone had been accessing my account from an XXXX device. My device, which has not changed for several years, is an XXXX. Someone has taken over my account, based on this evidence. I have changed the pin and also changed the password after it seems someone may have changed it to lock me out. This hasn't happened in XXXX hears of being a customer with this bank, and I would like the charges reversed and my account secured.
|
| 11/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
|
|
I have been trying to resolve a dispute that has bee mishandled by USAA. During this process, I asked USAA to alternatively issue a miscellaneous credit to my account instead of continuing to mishandle the dispute.
I was told it was " impossible '' for USAA to do that. The representative I spoke with, who claimed to go my the name of " XXXX '' reiterated that not a single employee at USAA has the ability to issue any sort of account credit or an adjustment to an account. I again asked if she stood my this claim to which she confirmed - It is an impossible act for any person at USAA to issue any sort of credit to my account.
I do not believe this. I suspect I have been lied to. I asked for specific reasoning and was told " that is not how the system works. '' I do not accept this explanation. I feel misled and misinformed by the products offered by USAA and request a canonical explanation addressing the possibility in issuing an adjustment to account.
Further, I feel retaliated against for making complaints to the CFPB, as the associate became observably frustrated with my continued attempts for clarification despite her continuing to either provide misleading out contradictory answers. An example of contraction came within her various statements such as " it would have to be a fee or a dispute for an adjustment '' which suggests the possibility to issue adjustments. Further, my account does contain an ongoing dispute, so issuing an adjustment with a dispute as a basis confirms the possibility of adjusting the account.
I've been lied to and USAA is continuing to egregiously mishandle my credit card dispute.
|
| 09/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
On XX/XX/2023, I went into overdraft in my checking account at USAA Savings Bank because USAA mistakenly deducted a {$300.00} payment from my checking to go to my auto loan account that they have the lien on. I only authorized ( or remember ) authorizing one payment of {$300.00} to be transferred from my checking to my auto loan account, but USAA deducted it twice, claiming that I processed two payments of {$300.00} to be transferred to my auto loan. Their explanation does not make sense because I only authorized one payment of {$300.00} to go towards my auto loan. Their error has caused my account to be overdrafted XXXX and there is also a pending automatic payment that is scheduled to deduct another payment from my checking to go towards my auto loan. If this happened, then that would be 3 payments credited towards my auto loan in a matter of 4 days.
I requested to cancel the automatic payment scheduled to come out soon and USAA refused to cancel the automatic payment, additionally I have tried several times over the past few weeks to cancel my auto automatic payment and have been unable to.
USAA actions is causing my bank account to be overdrawn for no good reason. I would like one of my payments ( {$300.00} ) made so far to be refunded, and any automatic payment that is charged to my checking account, I would like that payment also to be refunded also, because I have already applied one {$300.00} payment to my auto loan on XX/XX/2023.
I have attached the duplicate payments that was taken out of my account towards the auto loan.
I also want to cancel my auto loan automatic payments.
Thank you. XXXX XXXX
|
| 06/12/2015 |
Yes |
|
- Advertising and marketing
|
|
Web |
Servicemember |
|
XXXX partner and affiliate of XXXX XXXX sold a product with a false description. Theyhad claimed that their mining product " Hashlets '' they were selling were obsolete-proof, guaranteed to never break down and always remain profitable.
XXXX XXXX XXXX XXXX XXXX XXXX is preparing to shut down all operations and run off with customer 's money. I have attached the necessary documents in this file to support my claims against these charges. XXXX XXXX and XXXX has intentionally defrauded customers, lied to customers, and operated illegally. In addition they have also refused access to the products and services customers have purchased and halted operations completely. XXXX XXXX has also attempted to scrub the internet of all incriminating information regarding their fraudulent operations. Even their websites XXXX and XXXX no longer exists.
Furthermore it is public knowledge that the XXXX Securities and Exchange Commission is investigating XXXX XXXX, XXXX and XXXX XXXX for XXXX XXXX. In addition I have learned that the Federal Bureau of Investigation and the XXXX Department of Justice are also involved. XXXX XXXX has allegedly fled to XXXX in an attempt to escape the XXXX Government and the charges he now faces.
Over the course of the past 4 months I have attempted XXXX to dispute this transaction with USAA, XXXX times being declined because it was not submitted within their 60 days of the transaction date. I also bank with XXXX XXXX XXXX and they have the same 60 day policy however since the case was about fraud and the fact that the SEC was involved, they initiated the dispute and I was returned my {$26000.00}.
|
| 09/19/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
Im reporting USAA for bad business practices.
I had a credit card with usaa that ended up becoming delinquent and added to my credit report.
In a effort to get my credit report cleared and in good standing I contacted usaa and requested a settlement for the credit card.
They originally offered a settlement of {$500.00} but now they are only accepting {$990.00}.
Once I accepted the amount they offered they informed me that the payment would be posted once received ( which could only be mailed in, they would not allow me to pay over the phone ) Then I would have to wait 15 days to get a letter stating the debt was paid.
I certified mailed the payment on the XXXX of XXXX and they received the payment the XXXX of XXXX.
I called to make sure it was received and to get confirmation the situation was being handled as discussed previously.
It was confirmed the payment was received XX/XX/XXXX via a phone call XX/XX/XXXX. I was then informed that I would have to wait until the XXXX for them to apply the money to my account.
I asked why would they hold my money for 8 days and not just apply the money now. According to USAA because the account is delinquent.
That makes no sense to hold the money at the bank 8 days after receiving to then apply it. To then say I have to wait 15 after that to receive something saying the debt was taken care of.
The letter they sent pertaining to this process doesnt even clarify any of the terms they are telling me over the phone. ( See Attachment ) This is bad banking practices and I want USAA HELD ACCOUNTABLE. I also want this situation resolved on my credit report ASAP.
|
| 01/30/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Problem with paying off the loan
|
|
Web |
Older American |
|
We had XXXX XXXX financed with USAA and insured by USAA. Car was totaled XX/XX/XXXX ( as it happens, by another USAA member ). Notifed ins co XXXX. Notified bank XX/XX/XXXX. Ins claim dragged on through inept behavior by USAA 's inhouse ins adjuster - not returning calls, not answering phone, in an attempt to play out the clock. They towed car to XXXX immediately, then back to XXXX XXXX, then back to XXXX ( 200 miles +/- ) I complained to CEO of USAA stating that the loan was not past due ( due on XXXX XXXX ) but would be soon if they didn't DO THEIR JOBS. On XX/XX/XXXX, a woman named XXXX ( employee number XXXX ) called back saying she is from the CEO 's office. She was vicious. I explained that USAA HAS the vehicle and we're waiting for their insurance company do do their JOBS and pay the claim. She said she didn't care - we have to pay it anyway. I told her no There were 'words '. I hung up on her, told her to stop communicating. She continued to call every other day after that. The insurance company notified me that they'd issued electronic credit to pay off the vehicle on XXXX XXXX. The calls kept coming anyway. USAA informed me that they hadn't credited as of yet. They held the money for many days before showing it credited ( they backdated it to accomplish this ). This appears to be fraud. I have in my possession, a letter claiming we're in default, dated XX/XX/XXXX, and a letter from USAA dated XXXX XXXX stating loan was paid in full. I have emails if you wish them, proving that they received funds on XX/XX/XXXX.
This is nothing short of mean-spirited harassment and refusal to work with a customer.
|
| 11/17/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I received an email today that says " After careful evaluation, we are writing to inform you that USAA Savings Bank is exercising its right to no longer maintain a banking relationship with you due to your account activity or usage with us or an affiliate. '' I have been with USAA for around 30 years, most of which was as a XXXX XXXX XXXX, I am a XXXX XXXX which qualified me for their services.
I had several savings accounts, and a checking account with just over {$10000.00} in them, and 1 credit card with a {$0.00} balance as we use others. My credit score is high and we carry no debt other than our house.
So I could not imagine why they sent this, the letter references just the credit card but when I called, and was on hold several times for an hour I was escalated to their Executive Resolution dept or something similar and was told they would not disclose any reason for the closure and also ALL of my accounts would close on XX/XX/2021 This makes no sense. I worked overseas for the last 7 years and just returned on XX/XX/2021 from XXXX. I spent 1 year working at XXXX XXXX with the military and then took a job with the XXXX government as an XXXX XXXX XXXX. They pay well so of course I transferred money back home on a regular basis plus a large deposit of my final pay when I left the job.
If they were concerned about these transfers they could have asked as I have documentation of the job and pay.
Otherwise I can not imagine why they would close the accounts.
It is unacceptable that they can do this type of thing to consumers. I am not inclined to remain with them at this point but I deserve a reason.
|
| 12/03/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
XX/XX/2018 I received a threatening phone call from XXXX USAA stating that they will not review my case, they will hold me accountable for fraudulant activity on my acount, per a prior CFPB report regarding fraudulent charges that have been disputed for the past year, some charges were reversed, but there is still an outstanding debt. The company states they have decided to hold me accountable for a fraudulently used convenience check. I have been a member of USAA savings Bank for 20 years and never used a convenience check to pay another person. they claim I paid someone, with this check. They are attempting to ruin my life, thay have put me in severe danger That is absolutely ridiculous as I have never written a USAA convenience check, never received, I have asked for a copy of the check, whom it was written to where it was cashed, where the checks were received and received no response. I have asked for the company to stop blatantly lying to me directly. I have asked them to put themselves in my shoes as a consumer and 20 year member and to simply do what they advertise which provide and protect consumers with XXXX liability fraud protection. This is 100 % fraud where is my liability protection? Why am I to be held accountable for this? I never received checks, I never wrote checks. They have caused me undue harm, increased stressed and should be held accountable for their actions. They do not really care about the consumer, they have no fraud protection. I would request a full audit of this company and there policies, specifically regarding denied fraud claims, as they continue to put the consumer at risk.
|
| 05/02/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
Older American, Servicemember |
|
USAA credit card company has a policy that states : Per the Credit Card Agreement If your Account is eligible for our " Pay-Ahead Program, '' whenever you pay more than the Regular Minimum Payment, we may, at our option, permit you to skip some or all of your next two Regular Minimum Payments. When this occurs, we continue to calculate your Regular Minimum Payment, however the amount of the Minimum Payment Due displayed on the first page of your billing statement, on usaa.com, and on our phone systems is reduced by the amount you may skip. The full Regular Minimum Payment amount is always shown in the " Important Account Information '' section of your billing statement. Remember interest charges will continue to accrue in accordance with the terms of the Agreement.
USAA is suppose to contact me via email to let me know my statement is ready for viewing and that I have a payment due. They have not been doing this even though enrolled per their website. They avoid telling me I have a payment due or balance which allows them to charge finance/interest charges without me knowing of my balance. No communication can be done via their website or email so that there is a record.
I have always paid my balance in full- with this program- they stipulate I do not have a payment due even though my balance may be hundreds of dollars. As it states they may enroll me in this program WITHOUT informing me of it.
My complaint is this is a devious attempt to charge finance/interest charges without the card user having knowledge of their balance and that the card user has not been informed of being enrolled in this program.
|
| 07/31/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2021, my former phone company ( XXXX ) overcharged me for service. The company wasn't answering emails or phone calls and it was the second time I had issues with them, so I contacted USAA bank to dispute the charge.
I told the representative that I was overcharged, and they repeated the issue to confirm.
I wasn't aware that the representative filed the wrong dispute reason ( duplicate charge ) requiring specific evidence ( proof of payment via other means ). I received a document via USAA 's web notification system with the evidence request, called for clarification, and the representative assured me that my issue was being corrected.
I uploaded all of the documents related to the purchase, and previously received a provisional credit and had no reason to believe that there was a problem.
On XX/XX/2021, the credit was reversed. This triggered multiple NSF fees and a total debt of almost {$300.00} due to bank error.
I have been contacting USAA every day since XX/XX/XXXX to resolve the issue. I have to start from scratch constantly, including the representative matter-of-factly asking for evidence of the original incorrect dispute reason.
After explaining the issue, multiple representatives have told me they corrected the dispute reason. The first correction was on the day of the dispute, XX/XX/XXXX. Another correction was on the XXXX.
I have lost count of how many times a representative has claimed to fix the issue and started a 7-10 business day timer for a resolution. It is the same answer every time.
Since then I have spoken with multiple members of the Executive Resolution Team,
|
| 11/25/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
I am a XXXX veteran and had 2 usaa secured credit cards : one with a {$5000.00} limit and one with a {$1200.00} limit. Times got tough and I was unable to pay my bills all the way off. There were just a few dollars owed on each account, but the late fees and over the limit fees caused them to go to approximately - {$75.00} and - {$120.00}. I attempted to reopen the cards and was told I couldn't do so via chat to call. Then I called and was told I couldn't do so via phone to write a letter. Then I wrote a letter and was told they couldn't be reopened because they were chargeoffs. Then I asked for a pay for delete and that was declined. Then I asked just to pay the debt and was told it is not their responsibility to provide a method for me to pay them since they are charge offs, that if I wish I can just send a check to the bank with a note requesting them to apply it to my account- which doesn't sit right with me. I requested an invoice and was denied. I requested to pay for them online and via phone and was told no. One representative helped me add them to my bill pay on the USAA mobile app, but thr system would not allow me to process the transaction- i was told " oh well, we tried '' in response. They are continuing to report the late balance on my credit report monthly, and I can not pay it or stop it or reverse it or anything. I want to buy a house and this is a big problem. I have been dealing with them on this issue for over a year.
It's {$200.00} .... and I can't even pay it to make it stop. Let alone get it removed. I should have been able to pay this in XXXX. I have been with usaa since XXXX.
|
| 07/18/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
Hello, I am currently banking with USAA. On XX/XX/XXXX my account was hit with a string of fraudulent charges, the first of which was a charge from a company called XXXX XXXX XXXX ( name on charge ). This is the first time that this company has ever appeared on my account in the 7 years or so I have had this account. It is also the first of multiple charges ( all within minutes of each other ) that were all indeed found to have been fraudulent. I had no idea what this company even was until today. I did some research and found that the phone number associated with the charge is connected to the company XXXX and I believe ( trough the research I did through XXXX ) that this particular purchase was for what appears to be business cloud services through XXXX software of some kind. Well, first off I am a XXXX XXXX who does not even own a business of any kind or sort. So, why in the heck would I spend almost {$240.00} for cloud services for a business. It literally makes no sense. To add to that point I also do not have an account with XXXX, if i don't own a business, I don't even have an account with XXXX, and I have never purchased anything for " XXXX XXXX XXXX '' in my entire history of having an account with USAA, how could they possibly have actually done an investigation into my fraud case and determined that I somehow made this purchase. This seems to be an attempt to extort what money they can from their customers and hope that they do not look into or fight it. Well I am looking and I am fighting, because I DID NOT MAKE THIS PURCHASE AND IT IS VERY VERY VERY CLEARLY FRAUD.
Thank you, XXXX XXXX.
|
| 05/01/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I'm an XXXX XXXX XXXX XXXX that arrived to XXXX with my wife and XXXX kids under XXXX orders on XX/XX/XXXX. On XX/XX/XXXX, I noticed that my USAA daily checking account wasn't available on my phone application, but thought it was a system error since I had just updated the USAA Mobile App on my phone. The next day I had my wife, an authorized owner of the account, verify with the USAA web page that the account still didn't appear. I then suspected that the account had been closed when my phone got disconnected due to a failed automatic withdrawal. I immediately called USAA to inquire the reason for the closure of my account that I use to pay all my and all USAA products that I own.
Their excuse was that my XXXX sister, one of the four authorized account owners since XXXX ( me been the primary ), had not provided proof of identification and therefore the account was closed. Again, she is a XXXX years-old XXXX person that can't speak XXXX XXXX on her own. I have been using this account for nearly 9 years and its were my XXXX check gets deposited every XXXX day of the month, yet USAA decided to close this account without notice and with zero consideration to what damage closing this account for one of their loyal members. I had to make a {$14000.00} loan to match this XXXX 's paycheck since XXXX won't resubmit this month 's check until my next payday, which is on XX/XX/XXXX. At the time I called USAA, I asked them to simply remove my sister and reinstate the closed account ( which would have been the preferred initial course of action ), but they said that was impossible and that they could not help me.
|
| 08/24/2016 |
Yes |
|
|
|
Web |
|
|
On XXXX XXXX, XXXX USAA, had debited my checking account for {$56.00} for payment to my closed Credit Card ( CC ) Acct, without myself scheduling the payment on their bill pay or my authorization. So they applied a credit card payment reversal to my chking account. iI later that day did schedule payment for my closed cc account. When I received my XXXX statement for my open cc account, I noticed USAA charged my open cc account {$56.00} and applied it as a payment to my closed cc account and my scheduled payment. So XXXX payments were applied to my closed cc account. On XXXX XXXX, XXXX, I called USAA and they said it was an error on their part. Because they made this error, I thought I 'd look over my closed account statement closely and I noticed that USAA had increased my interest rate on my closed credit card account from 7.15 % to 7.40 % back in XXXX XXXX WITHOUT NOTIFYING ME. This account has been closed over 5 years now and have been paying a fixed interest rate of 7.15 % when I closed this account. My earliest bank statement that i have indicating that i was paying this interest rate goes back to XXXX XXXX. I called USAA and they said there was nothing they could do.
My complaint is, why is USAA increasing my interest rate on my closed credit card account when it has been closed for over 5 years now. Does n't opting out protect my outstanding balance at the lower interest rate at the time my account was closed? Does n't the Credit Card Act prevent banks from increasing interest rates on closed accounts arbitrarily? USAA had not been receptive with me when bringing this situation forward to them.
|
| 01/19/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2022, I deposited a check into my USAA Savings account for {$11000.00}. Based on the fact that the funds reflected as collected on the 6th, I did a wire transfer for {$9200.00}. On the morning of the 7th, I called the bank to verify the funds had cleared into my account. The associate at the bank told me that " it was good '', I repeated " has the check cleared? '' and got a " yes it's good ''. Based on verification by the Bank, I was assured the balance in my account was good, as the funds covered the wire and showed a positive balance. If the money hadn't cleared, I wouldn't have been able to make the wire transfer. On Sunday the 9th I noticed a negative balance in my account, but the account also still showed {$7000.00} in it which was very confusing to me. I called the bank about this and the associate assured me that everything was fine and the check was good. The next morning there was a recall of the check and my account was - {$3700.00}. I reported the fraud to my bank, they attempted to recall the wired funds. The bank then froze my accounts and locked me out of them without telling me. When I tried looking into the case the bank told me it is their policy to clear funds at face value without collecting on the funds, therefore it is my fault for overdrawing the account. I did everything I could do to ensure the process was managed correctly, including calling the bank to verify the funds. They assured me the funds were good on multiple occasions. There was nothing else I could do to protect myself and my hard-earned money. I relied on my bank and they are now saying it is my problem.
|
| 09/28/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
|
|
Web |
Servicemember |
|
On XXXX XXXX I prepaid for a rental at XXXX XXXX for {$140.00} & I wasnt aware that I did not have my debit card on me. I called USAA for assistance and the Representative carelessly closes both of my Debit cards and she was only to do one. A few months later USAA took $ XXXXp from my account and when I called to find out why this happens it was told to me that I waa supposed to do a Dispute for this amount by XXXX and because I didnt think I'd needed to do it because of a fault of their Representative I'd expressed this but nonetheless I'd submitted a Dispute. For weeks I did not receive feedback on the refunded amount and again I wrote another Dispute letter and speaking to the CEO assistant of the matter which again no action was taken.
On XXXX XXXX I'd received a phone call from another CEO assistants and was told that the second Dispute letter was " not good enough '' & I should explain further to which I should be refunded my money. Again i wrote another Dispute letter and i have it here uploaded. Today i get a message from my bank messaged to tell me that the Dispute letter was not sufficient enough as I'd explained thoroughly that my payment was prepaid via app and I called the Accounting office to see about the {$140.00} and the Accountant responded to me since I'd prepaid from the app she was not able to see the payment only when I'd arrived to pay for the rental in full.
It's been over a month and this bank USAA isnt holding themselves in full responsibility of the action of their Representatives fault. And I need some help in getting this resolved so I can my funds rightfully back to me
|
| 09/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
my wife is an identity fraud victum since 2017 with the XXXX data breach. since that time our lives have been ripped apart by identity theft. countless hours spent trying to repair credit and restore her name. my usaa account with over {$800.00} a cd of {$500.00} and 3 other accounts have been froze after her countless attempts to have credit and bank account disputes resolved she contacted consumer finance and ftc. usaa instead of helping us as fraud victums accused us of fraud and froze all of our money and threatened to sever ties. I believe we are being retaliated against for our complaint to the FTC and here and having served our country am discraced and embarrased by their unethacal practices. Besides not rectifyung inaccurate information off of her report and mine for nearly 2 years. which we should get retribution for, they are now bullying us with our only source of funds. As fraud/identity fraud victums there is very little help and someone needs to be standing up and helping. please someone help us! To conduct business like this and freeze victums funds is criminal. Now we have unpaid bills, late fees and more problems to deal with. Identify theft has taken so much and now usaa has further caused unspeakable stress and loss! Serviceman and women beware! Do not trust your funds or your identity or credit! I will be attaching files so that you can see the lengthy history of disputes with usaa and for how long they failed to resolve issues until our claim And the retaliation began. The attached are only a few of what we have submitted. A history of negligence, discrimination and retaliation
|
| 12/17/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I have an issue with the way USAA applied my {$760.00} in payments on my account. I have a promotional balance on my account which dates back to XX/XX/XXXX. Since then USAA has been applying my payments arbitrarily mostly to the promotional balance and not paying off my purchases balance. I really hadn't paid any attention to it until this recent statement. I used their card while traveling abroad. The minimum payment had been met on the card in XXXX. However, once I got home, I paid 2 payments one for {$200.00} and the second payment in the amount of {$560.00}. The total purchases made during the XXXX statement were {$830.00}. To my surprise on my XXXX statement, I was charged interest on {$690.00} in purchases. Of the {$740.00} USAA applied {$590.00} to my 0 % promotional balance and {$160.00} to my purchases with a 17 % interest rate. As I looked back through my statements this has been an ongoing trend. I would pay over {$100.00} a month and instead of paying off the small balance of {$13.00} for XXXX. They would apply the bulk of it to the promotional balance and leave a small purchase fee to charge me interest on.
On the XXXX statement that 0 % promotional balance was {$4900.00} ; The XXXX statement my promotional balance is {$4300.00}. After calling a couple of times and receiving the run around I decided to file an compliant. According to the Credit Card Accountability and Disclosure act passed in XXXX ; after the minimum payment is met the creditor must apply payments to the balances with the highest APR 's. I was told there was nothing a rep /manager could do to adjust or fix this error.
|
| 03/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/XXXX myself ( and I'm sure other members ) received an email from USAA stating " You are among a group of members who will receive a restitution payment due to one or more requests you made to dispute a payment between XX/XX/XXXX and XX/XX/XXXX. At the time you made your request, there is a chance your request was not handled properly. This information is for your awareness only and you do not need to take any action.
About your restitution payment You will receive a restitution payment of {$180.00}. Affected members with an active USAA Bank checking or savings account will receive a direct deposit into their account. Members who no longer have an active account will receive a check.
This payment is being provided in accordance with the terms of the consent order issued by the Consumer Financial Protection Bureau on XX/XX/XXXX. The amount of the payment was determined in coordination with the CFPB.
Timing for your payment We will be working with the CFPB on the restitution process in the coming months and while we can not provide an exact date for providing restitution payments, please know we are making every effort to get this payment to you as soon as possible. '' This is going on the XXXX month and I still haven't received payment. I've spoken with managers and someone in the CEO 's office about this ( and related to another open CFPB complaint ) and was stated they were trying for XX/XX/XXXX. The delay I'm sure is due to the XXXX dollar fine they had to pay recently on another case, but nonetheless it shouldn't take 3 months to pay what you guys ordered them to.
Please advise.
|
| 09/22/2016 |
Yes |
- Bank account or service
- (CD) Certificate of deposit
|
|
|
Web |
|
|
XX/XX/XXXX, I opened an CD with the USAA bank. 15 years later, I call in XX/XX/XXXX, to check my account and to see how much interest my CD obtained over the years. I am then told by an employee that I have no funds in my account because I got an loan in XX/XX/XXXX. I told the employee I never signed an loan, but they fax me paper work with my signature. Although I told her I do n't recall ever getting this loan, I asked her where was the check because I never received an check. They said they would investigate.
I call back two weeks later and they told me the check has n't been cashed, so then I request to get my money back and this is where things get sketchy. They give me the run around for two months, claiming this and that. They were suppose to put out an fraud claim, and my daughter even recorded conversations with them asking where my money was.
Finally, I sent an complaint to the XXXX. The XXXX gave them 7 days. The CEO, XXXX XXXX, responded back to the XXXX saying, 'in my account the loan was given to me, and the funds were taken out of my account to pay back the loan. ' However, I sent an rejection to the XXXX telling them I never received an check, and that the check I was suppose to get was not cashed. If the check was n't cashed, why are n't they able to give me my money back in my account or issue me an new check? It 's because they 're stealing from customers.
Upon searching online, I have found similar complaints from other customers within my location of who also been betrayed, lied to, and stolen from from this company. The USAA location is XXXX XXXX XXXX, XXXX XXXX Tx, XXXX
|
| 03/24/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
I am a member with USAA Bank and I have been having a problem with them because of a scam i fell for. The scam was an employment scam. The scammer contacted me with an employment opportunity. Subsequently, I cashed a check that they emailed me and wire transferred it into another bank because of the story they told me ( the whole conversation was documented ). After depositing the check and wire transferring it out to XXXX Bank, i figured out this was a scam. I immediately called USAA to tell them what happened so actions could be taken to stop all further transactions. Unfortunately, the representative i spoke to did not inform me of all actions that I could take and the my overdraft protection, that i have on my checking account, kicked in and I was charged with the full amount of the check ( approximately {$7900.00} ). I continued to speak with different representatives and departments within USAA but I always felt like I was getting the run around and no one really wanted to help with the problem. At one point, an USAA representative stated that she would get in contact with XXXX Bank on my behalf to try to resolve the problem, that never happened. I spoke with XXXX Bank about this problem and their Fraud Dept said that they would put on inquiry into the account that the money was transferred into, but could not do anything else. The XXXX Bank representative said that my bank, USAA, would have to get in contact with them for anything to proceed any further. Again, USAA did not want to help this problem and said that I am responsible for all money that was charged due to my overdraft protection.
|
| 11/09/2017 |
Yes |
- Debt collection
- Auto debt
|
- Communication tactics
- Used obscene, profane, or other abusive language
|
|
Web |
|
|
**Explicit Language** XX/X/2017 - A repossession agent violated FDCPA working on behalf of USAA. On Wednesday XXXX XXXX, 2017 a repossession agent made contact with me in person at my place of residence. Repossession agent identified himself, his employer, and who he is working on behalf of ( USAA ) and the collateral after asking if I was the responsible party. He advised he was at my place of residence to recover the collateral. I said, " well its in my garage and I am not going to open it ''. He asked what do I think will happen if he goes back to his truck and tells USAA that I said, " XXXX XXXX '' ( implying that I was n't going to pay USAA ever again ( for the record the only thing I said to him was " well its in my garage and I am not going to open it '' at no time did I use explicit language ) ) to which I replied, " It does n't matter because am not dealing with this through you and you are not the one I am to pay ''. He then said he is just trying to help me. He said I can hide from repossession but " this will not go away and USAA will keep repossession efforts no matter how much I pay. '' He went on to tell me that he has multiple vehicles he uses to repossess with and not just the truck that is in my driveway ( attempt to invoke fear ).
After hearing his last few sentences I started closing the door as I knew that his statement was in violation of the FDCPA by threatening endless repossession efforts unless intending to do so. With the door nearly closed he began direct profane language escalating in speed and volume primarily the " XXXX XXXX XXXX in attempts to humiliate and abuse.
|
| 03/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Confusing or missing disclosures
|
|
Web |
Servicemember |
|
Currently my husband and I hold a lot of accounts with USAA Bank. We opened several youth checking accounts but were never told about their secret policy that they have. Back in XX/XX/2021 my husbands XXXX XXXX XXXX called USAA to request a debit card be sent to his address. ( He lives with his mom ). His mom took over the phone call and verified her sons information. She then was able to have a debit card sent to her physical address and on XX/XX/2021 she went and spent all the money in her sons account for herself even though she didn't open this account and is NOT an account holder. USAA never contacted my husband or I that a new debit card has been issued or that the XXXX XXXX XXXX had called in. According to them any child ages XXXX are account holders and as long as they can call in customer service and give permission to a " legal '' guardian than that said guardian can them make changes to the account including ordering a debit card, having it shipped to a different address than on file and are able to access the funds in the account. They are treated as an account holder even though they are NOT an actual account holder. This is not listed in the terms and conditions or disclosures. If we were told that a biological parent could become an account holder by the say so of a minor we never would have opened these accounts. I asked for documentation that states that is a policy and they said that they cant not provide that to us. So basically money that does not belong to you can become yours as long you can get a minor to say you are there legal guardian and have the DOB or SSN information.
|
| 05/11/2023 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
Servicemember |
|
On XX/XX/2023 I wrote a debt validation letter to USAA FEDERAL SAVINGS BANK requesting the following - The amount you claim the Respondent owes you, An explanation showing how you have computed the amount, Copies of any documents that prove I agreed to pay the alleged amount, The identity of the original creditor, The original lawful contract. I stated in this letter " Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face. '' USAA has yet to respond or provide remedy. USAA has ignored my requests, though I filed an FTC Identity theft report and reported this as a fraudulent account, also USAA ( a furnisher of information ) is reporting this to the Consumer reporting agency 's which is causing me distress as I can not operate in commerce freely, this is not my account. USAA has denied providing me with the requested information that I am entitled to per the Fair Debt Collection Practices Act by choosing to not respond [ **NOTE** ] ( FDCPA ), 15 U.S.C. 1692 ( G ) Section 809 ( B ). This notice states that your claim is disputed and validation of the account is required. USAA has now started deducting {$25.00} from a joint checking account I share with my husband every month on the XXXX starting in XX/XX/2023. USAA has completely ignored me in this manner and has started pursuing my personal account and stealing money from it to pay off somebody else 's debt. USAA received the requested information on XX/XX/2023 and has chosen to act and remain in dishonor.
|
| 03/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
XX/XX/XXXX XXXX XXXX via XXXX put a temporary hold of {$240.00} on my USAA checking account via debit card ending in XXXX. On XX/XX/XXXX XXXX XXXX debited the actual charge of {$170.00} and {$10.00} additional tip. Total of {$180.00} which is correct. USAA refuses to release the hold of {$240.00} and converted it to a debit. I repeatedly contacted XXXX and USAA beginning XX/XX/XXXX. On XX/XX/XXXX XXXX from XXXX confirmed the {$240.00} was a temporary hold and the amount should have been released by USAA on or before XX/XX/XXXX. I filed a dispute with USAA on XX/XX/XXXX and uploaded to their portal ALL the verification documents, including the XX/XX/XXXX email from XXXX that states the hold should be released and the 7 exhibits of proof. USAA kept saying they were waiting for the merchant to respond. On XX/XX/XXXX at XXXX XXXX ET XXXX from USAA said they had not released the hold and were not removing the debit. On XX/XX/XXXX I spent {$53.00} and overnighted all documentation to USAA including the 7 exhibits of proof. I reopened the dispute number XXXX with XXXX on XX/XX/XXXX. On XX/XX/XXXX I called USAA at XXXX XXXX to cofirm receipt of the overnight package and they do have it. I was told it will take another 7-10 days to review the dispute.
Based on the proof, USAA should have immediately charged back the {$240.00} to the merchant AND now they should also reimburse the overnight fee of {$53.00} I paid to XXXX
There were NOT two grocery orders and thus there are not two receipts for goods/services.
My husband is a XXXX Veteran & this is causing he and our family mental and financial stress.
|
| 02/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I had an account with USAA several years ago and when I lost my job in XX/XX/XXXXI fell behind and eventually the account was charged off. Over the years I have been trying to repair my credit to buy a house and for a long time I have been told that paying the charge off will only hurt my score and make it harder to qualify for a mortgage. Most recently I was advised by the lender to pay the account to help get the scores where they need to be. Back in XX/XX/XXXX I contacted USAA and after several attempts reached the right department to be able to get these balances resolved so that we can move forward with purchasing a home. The balances were paid on XX/XX/XXXX and XX/XX/XXXX respectively. when I contacted the bank at the end of XX/XX/XXXX to get a letter of satisfaction showing that the balance had been paid I was told that the payments were not posted to the account yet for either of the ones made even though one had been paid through USAA bill pay 2 weeks prior. They told me to call back in another week and they should be posted so I can get the letter of satisfaction. I waited a little over a week and called them again only to be now told that they still are unable to provide the letter as they have not properly updated the accounts on the credit bureau. I am really shocked to see how they continue to give us the runaround about just getting something in writing to show that these accounts have been paid when we have paid them both off already. We are now on a time crunch and we have to move. We need help. USAA is not doing what needs to be done to provide us with the information we need.
|
| 11/17/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
XXXX XXXX submitted dispute charges on his Debt card with USAA and USAA issued credit for those disputed charges. Then over 70 days later took the money back out of our account without no warning and no advanced warning. Called and Called trying to rectify the situation and to no avail even the XXXX office and not XXXX party would help or explain how they could violate their own agreement with XXXX that they have 60 days to reverse charges and/or mediate the dispute as well. Those charges hurt our family in major ways we were staying in a hotel room paying day by day and living day by day and trying to get a new permanent home as well. Which our check bounced for deposit our insurance payment bounced and stressed out for no valid reason per ethics or contract law. We even asked for help from their donation department to help and they could not help us out with a deposit for our new permanent home. Our account become overdrafted and we moved our direct deposits to another bank, Once over drafted and we owed them money for the past money we are locked out of our other accounts other than paying the bills on our mobile device we can not pull old statements from our bank accounts, add a car online to our insurance or pull old statements on our credit card or market account. Documented on Facebook as well as other notes and a printout showing how we our locked out of our account. XXXX XXXX was punished just the past 60 days for this behavior. When we call to get resolution we are on eternal hold for over XXXX30 minutes several times. USAA violated the trust given to them by many and business ethics.
|
| 12/22/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
|
|
As an INJURED CONSUMER of currently unproven compliant and or valid misinformation, I DEMAND you remove immediately the claim ( s ) as related to the alleged delinquencies and claim of CHARGE-OFF/ COLLECTION and further ANY ASPECT OF ACCOUNT potentially injurious to me. Prove alleged derogatory reporting claim of CHARGE OFF/COLLECTION is fully true, correct, complete, timely, valid, physically verifiable by document testimony certifying all data of allegation ( s ), every notation, all aspects, dates and balances, payments and balance calculations, accounting and audits, Identifications and personal identifiers, pay statuses and source codes, all 426-characters of the mandatory correct and complete P6 statement with all of its trailing fragments, each of the sequential 386-pieces of confirmation to collection, creditor classification code, collector class code ( if any ), and all aspects of requisite perfect reporting, mentioned or not INCLUDING TO THE MANDATORY PERFECT METRO 2 FORMAT REPORTING COMPLIANCES! Compliance of reporting and VALIDITY of claim ( s ) are MINIMUM MANDATORY CRITERIA to REPORT, NOT OPTIONAL. You MUST adhere to my state and the applicable federal reporting laws or else be subject to civil action and suitable penalties and or fines for your dereliction, willful in nature OR in IGNORANCE matters not! REMOVE any and all aspects of delinquency ( ies ) and or derogatory allegation ( s ) now to OBTAIN, RETAIN, or to return to reporting with legal standing in full accordance of requisite mandates of law, be them mentioned here or not! I DEMAND you do so TODAY, even HERE and NOW!
|
| 09/23/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
I, XXXX XXXX XXXX has been a USAA insurance and credit card customer for well over 20 years. For the first time ever when making a {$10000.00} payment on XX/XX/2020, USAA collected the payment from XXXX XXXX XXXX XXXX, but is refusing to apply the payment until XX/XX/2020. There is no reason given for this practice either. The only suggestion by USAA possibly offered is it's a new policy for large deposits to be triggered for possible money laundering. They even went so far as to suggest the institution in which the money came from was not recognized. It's been our bank for over 14 years and it's affiliated with XXXX XXXX where I'm a car designer.
My concerns are they are collecting our and other peoples money for credit card payments and not applying it while at the same time charging us interest on that money we've paid back already, plus they are earning interest on the money going into their bank account. In addition, they are saying we are over drawn yet our limit advertised by them online is {$22000.00} and our balance is under {$15000.00} even without the {$10000.00} applied. In one area it's states {$22000.00} is our credit limit ; yet in another it says we are {$4600.00} and something overdrawn.
We have called them twice about this. They seem just as confused as we are. Today at XXXX pacific time on a recorded call for 47 minutes I gave them permission to work this out with my wife, XXXX XXXX, joint account holder. They eventually hung-up. She was not rude or anything like that either.
Please investigate.
XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
|
| 05/05/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
My insurance company USAA has been overcharging me for auto insurance for nearly a year ( if not longer and I just wasn't aware ). Initially there was incorrect information on XXXX XXXX that I had removed, but that did not result in a lower premium as USAA stated that they could not change the premium in the middle of a billing cycle. When the billing cycle did change, my rates went up rather than down. I called several times and no one would give me a straight answer. One rep said it was because of late payment. My late payments were all made late because I was trying to dispute the amounts. And then they could not provide me a quantitative answer on how much late payments would affect my premiums. Another rep said it was because rates went up in Florida where my vehicles was insured but again no quantitative answer given. Another person said my rates went up because I had a claim in 2020 even though I was paying for accident forgiveness. The rep then claimed that USAA didn't count accident forgiveness for the claim in question. Lastly, I enrolled in USAA 's XXXX XXXX program where they monitor my driving habits through my cell phone. In XXXX I cancelled several insurance policies for vehicles I had insured in Oregon because I saw I was being overcharged. USAA stated that they cancelled my insurance ( untrue ) and then when I asked about my Florida policy again as to why the rates went up they stated that 1. I lost my multi-vehicle discount-which could not be true because the OR and FL policies were separate policies and 2. They stated that my SafePilot discount onlu applied to my OR policy.
|
| 06/26/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American |
|
On XX/XX/2020 I purchased airline tickets with travel planned on XX/XX/2020 using my Checking Account Debit Card issued by USAA Federal Savings Bank. In XX/XX/2020 I contacted USAA and informed them that the airline had publicly announced that they were suspending flights on my reserved route. I contacted USAA and requested to dispute the charge. At that time USAA responded that the transaction was more than 30 days old and they could not dispute the transaction for that reason. On XX/XX/XXXX I contacted USAA and explained that airline tickets were often purchased in advance of travel and that I believed a waiver of the time limits was appropriate in this case. USAA agreed to re-open the dispute. On XX/XX/2020 the vendor, XXXX, notified me that the flight I had booked was cancelled. I requested that XXXX issue me a refund per US Department of Transportation regulations. XXXX stated that " they were not issuing refunds ''. I contacted USAA and requested that USAA charge-back the transaction. USAA responded on XX/XX/2020 that " ... some merchants were required to cease their services due to the COVID-19 pandemic ... '' and therefore USAA would not fulfill their fiduciary responsibility to their customer and would not charge back the merchant on my behalf. On XX/XX/2020 USAA sent me a new dispute resolution notice wherein they returned to their original position that the dispute was not timely placed.
I am also struggling due to the pandemic and on a fixed income. I do not understand why the bank would protect unscrupulous vendors to the detriment of their long time customers ( over 20 years ).
|
| 10/28/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
I was under the pandemic relief program. In the beginning of XXXX I had spoken to my mortgage company and I was told that I need XXXX to submit a loan modification form online. This was when the issues started. I had made mistakes on the form so I allowed the form reset itself after 7 days because the form would not allow for changes I did not finish it. The modification form was very unuser friendly.
I again tried to redo the form and the same thing happened. Then one day I get a call from someone else at the company and he saw that there was no way to go back and fix mistakes on the form. He told me that he was going to cancel the request and advises me that I would have to wait several days to log back in and try again.
I waited several days and logged back in. Thats when I found that this man did not in fact cancel the request but instead submitted the form with the incorrect information. Numerous phone calls to my dedicated loan specialist went unanswered and no return calls. We are now almost to the end of my pandemic relief protection and I am no closer to an answer as to what my next step. I feel like USAA is purposely making this difficult in order for them to take my home.
I can afford to make my regular monthly payments however, I can not afford the amount due from the times of the pandemic relief. How is that relief if they continue to rack up past payment? I am a single mother with XXXX and this stress is causing me major anxiety attacks because I am I. Fear of losing my home. I am a 100 % XXXX veteran and went with USAA because they claim to be for military and veterans.
|
| 05/17/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2023 I had a direct deposit made into my account from an investment account. My intention was to use those funds to purchase a vehicle that we had ordered from the manufacturer and were under contract with the dealership for. In the same manner we had used previously for a different vehicle purchase we had the money transferred into our account with USAA FSB with the intention of ordering a cashiers check to complete our purchase. When I called to initiate the cashiers check I was told that they were unable to complete my request. I was told that it was their " policy '' that my account did not qualify for a cashiers check, when asked why as we had banked with them for more than 14 years. I was told that in XXXX I had XXXX NSF due to an automatic payment I had forgot about and had already made that payment to the company. I asked where I could review this policy as to the reason 's they can restrict my access to a cashiers check and they have been unable and unwilling to provide that documentation. USAA does not have local branches so we are unable to go into a location and discuss in person. We are now in potential violation of the contract we signed with the dealership because they did not previously disclose restrictions on cashiers check requests. XXXX more, in the phone conversation that took place on XX/XX/2023 the banking representative told me that they probably shouldn't have told me the reason they couldn't give me access to my money, and because she did she would probably get in trouble for it. I am concerned that they are keeping secrets from me regarding my own money.
|
| 05/26/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
In three transactions over the past 4 weeks in paying from my intended USAA checking account to my USAA credit card, the balance was unintentionally payed from an external, closed account at another institution. The USAA mobile app allowed for both accounts to be named the same name, thereby making it unclear which account the credit card was being payed from and the wrong ( closed ) one was unintentionally selected. I determined, with USAA 's assistance, that I had unintentional and misleadingly payed from the wrong account ( which is closed and unavailable ). I asked for these payments to be canceled or reversed and for me to be allowed to immediately pay from the proper account. I was told this is not possible and that I would have to wait until the payments fail at some unknown, future date. I asked if I could pay proactively anyway, but was told this is not possible with the current system interfaces. Instead it became clear that instead I will receive multiples fees and potentially interest payments for these failed transactions whenever they occur. I have attempted to proactively pay and correct a situation that I was misguided into by the USAA app through improper design, but have not been allowed to do so. I spoke through online chat with an individual named XXXX XXXX at approximately XXXX central time on XX/XX/2021 regarding this issue without resolution. I was promptly hung up on without resolution when I raised my concerns regarding unfair practices associated with being charged fees when I am trying to proactively pay my account but can not due the bank 's system limitations.
|
| 12/03/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I am currently in the process of purchasing a Home and with that my credit reports were pulled. XXXX ask me if I had any negative accounts and of course my answer is no because I make on time payments. But when I reviewed my reports they show that I have one account that is negatively reported. I scroll to see what account it is and it says USAA. BUT HERE 'S THE TURN I HAVE A XXXX BALANCE ON THE CARD. So, why would it be showing on my file in the negatives. Status showed as account just being open. So, I sent a message to USAA to inquire about this issue. The response back was that I had a late payment back in 2015. But I also have records that I never received a statement for that month or previous. As it shows on my credit report as well because USAA is known to pick and choose each month rather you will have a statement and payment due or not. I only received a letter once payment was considered late.
I reached out and asked them to update and correct this because my account is not in the negative and I hold no balance as well as out of the years I have been with them they have never given me a increase if though I always paid my balance off on time when they actually sent me a statement.
Now moving forward to last month they did update the status but they also updated as being a delinquent account so it has made my score drop as it was updated as paid as agreed but delinquent by 30 days. I asked that this be removed. I have not received a response from them. This old incorrect information has made my score drop drastically and has caused for a stop in my home purchasing process.
|
| 11/06/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I filed a dispute with USAA for my checking account debit card. When I called to check the status of this dispute I was first met with the most annoying automated service I have ever experienced. Then once finally able to speak with someone human I was met with agents who either did not have the tools to do their job or didn't have the intelligence to do the job because they repeatedly would bring up older disputes as opposed to the most recent. This would take 20 minutes at least every time every call, repeating old outdated information and wasting my valuable time with something they should honestly be able to update a customer on automatically. The resolution team members were worse citing 2 in particular XXXX and XXXX. These agents were arrogant disrespectful and deserve to be fired for their behavior and lack of cooperation. I filed complaints against both but am almost certain they will receive no corrective action. I have been hung up on while trying to gain information on my funds held in institution. This seems to be withholding of information regarding my financial transactions. Finally I have been told that even though I called and spoke with someone to put disputes in and completed the call that they had not put in enough information and had not put in the dispute 2 weeks after the initial dispute I filed. They also sent me a conduct letter XXXX XXXX however they tell customers they can not overnight debit cards when they close them and leave you stranded. This bank needs to be investigated thoroughly there seems to be a culture of shady practices and inside fraud possibly.
|
| 03/24/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
|
|
1.Money was transferred from personal checking account via XXXX and was not authorized 2.Bank did not notify of the of the transfers 3.The day after the first fraud occurred on the account, the bank was contacted and notified of the fraud 4.Repeated request for XXXX cancelation to phone representatives at USAA 5 . Bank stated we had to prove we did not make the transfers 6. Bank is stating the transfers were from our phone at our home address. We do not understand this. We did not make the transfers and most occurred on XXXX which seems odd in itself.
7. Below are the dates, names, amounts and how the transfers were made.
8. We do not know any of these individuals by name, phone or email addresses.
Case # XXXX Date Name Amount Email/phone XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XX/XX/XXXX called USAA to report fraud -under review XXXX XXXX XXXX {$320.00} XX/XX/XXXX called USAA to report fraud XXXX XXXX XXXX {$10.00} XXXX XXXX XXXX XXXX {$20.00} XXXX XXXX XXXX XXXX {$100.00} XXXX XX/XX/XXXX? -called USAA XXXX XXXX -called USAA Temperance XXXXr -called USAA XXXX XXXX XXXXXXXX XXXX {$100.00} XXXX XXXX XXXX XXXX {$100.00} XXXX XXXX XXXX XXXX {$100.00} XXXX @ XXXX XXXX XXXX XXXXXXXX XXXX {$100.00} XXXX XXXX XXXXXXXX XXXX {$150.00} XXXX XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX XXXX {$250.00} XXXX @ XXXX XXXX XXXX XXXX {$250.00} XXXX XXXX XXXX XXXX {$300.00} XXXX XXXX XXXX XXXX {$300.00} XXXX XX/XX/XXXX XXXX {$2800.00} XX/XX/XXXX XXXX @ XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX - she said call was from phone at home address
|
| 07/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
After trying unsuccessfully for 2 months to pay my credit card balance through the online app and basically being told my bank account doesn't exist or doesn't allow electronic payments ( a total lie, since every one of my other accounts accepts payment from my account ), I mailed a check to USAA on XX/XX/XXXX. On XXXX and XXXX I received collection calls. I told them the check was in the mail but probably would be delayed because of the holiday weekend, my due date isn't until the XXXX so I wasn't worried. Another collection call on the XXXX. Another collection call on XX/XX/XXXX, it had been enough time that they should have gotten the payment by now. I checked with my bank, the check was deposited to USAA on XX/XX/XXXX and the payment went through on XX/XX/XXXX ... So why was I still getting collection calls? I gave them the benefit of the doubt, " maybe it takes a day to show up on the app when you pay by check, '' I said. XX/XX/XXXX another collection call. I checked the USAA app again, still no payment applied to my account. This time I contacted customer service. I was able to submit a " review request '' I gave them the check number, amount of payment, and even submitted a copy of the " lost '' check. XX/XX/XXXX can you guess what I got? Another collection call. I asked the operator if they had found my missing payment yet, " Ok, goodbye, '' was the response I received. Also on XX/XX/XXXX, I received my new statement, which still shows no payment applied, now shows a " past due '' payment and interest on top of it. I'm not about to pay late fees on money they already recieved.
|
| 03/08/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
Between entering into a real estate transaction and the actual closing, the Attorneys e-mail address was purportedly hacked. The Attorneys name for the closing was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX. His contact information is XXXX ( XXXX ) XXXX and ( XXXX ) XXXX.
The total wired funds from USAA ( {$30000.00} ) and XXXX XXXX XXXX XXXX ( {$39000.00} ) were in the amount of {$69000.00}. Both banks indicated having received red flags over the wire transactions.
The Attorney ( XXXX XXXX ) indicated in an e-mail that he was filing a claim with his insurance company ( this may or may not be true ).
On XX/XX/22 a partial payment of {$3000.00} was returned to me from USAA. I spoke with USAA over the phone about this several times and each time was told to contact the receiving bank ( XXXX XXXX ). XXXX XXXX refused to give me any information since I am not a client with them. USAA indicated over the telephone that the {$3000.00} was made by XXXX XXXX XXXX from account ending in XXXX.
The address and contact information for USAA is XXXX XXXX XXXX. XXXX XXXX, TX XXXX USAA ( XXXX ) XXXX XXXX A series of telephone calls between USAA and the receiving banks resulted in USAA telling me that the remaining funds in the amount of {$26000.00} would not be recovered. XXXX XXXX XXXX XXXX returned the total amount ( {$39000.00} ).
I believe USAA should pay me the {$26000.00} ( like XXXX XXXX did ) as this was a fraudulent event. This fraudulent event was reported at the XXXX Police Department and has a Case Number of XXXX. I also have a copy of a IC3 report with the FBI.
|
| 03/03/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I am an USAA member since XXXX, and today ( XX/XX/XXXX ) I made a transfer from my XXXX XXXX XXXX XXXX to one of my checking accounts with USAA in the amount of {$13.00} to pay for an XXXX subscription. I made the transfer through my USAA app and did not see any indication that my small transfer would be on an extended hold to become available, or else, I would not transfer any funds to that account. After I finished my transfer and logged on to XXXX, I noticed that my {$13.00} subscription payment was not processing, and when I searched the reason for that, I saw that my USAA account had a 7-day hold for my transfer in the amount of {$13.00}. I contacted USAA and asked why there was a 7-day hold on such a small amount, and the representative ( XXXX ) told me that USAA is committed to create strong relationships with members, and since I had a {$5.00} NSF fee on the past 90-days, from now on my transfers would be subject to holds. I asked XXXX how could USAA would be creating stronger relationships with members by creating hardships and I felt that actions like those do not create stronger relationships. I then asked XXXX to connect me to a supervisor, he put me on hold for about ten seconds and returned back to the line offering to get me a call back from a supervisor and did not make any effort to transfer me to a supervisor. I feel that USAA is creating more inconvenience for members during times of a global pandemic and members like myself are being punished and discriminated over small problems like the {$5.00} NSF fee. I don't believe I would cause a loss to USAA over {$13.00}.
|
| 12/01/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
Servicemember |
|
I opened a USAA checking account in XXXX of XXXX. It is now XXXX of XXXX and i have somehow amassed a whopping {$2400.00} in NSF fees alone. This is only on one of my accounts. The other i opened hoping to get away from the unauthorized transaction attempts, and it has racked up close to XXXX dollars in the matter of 3 months. So total in fees im close to {$3500.00} in the span of XXXX years. This is supposed to be a military bank for servicemembers and their familys and i have never felt more unsafe financially than with this bank. XXXX XXXX, i never had a problem with for 10 years. And when i called USAA to ask for a refund i was told i only get XXXX. XXXX XXXX also refunded me anytime i asked and did it in full all at once. Fantastic people there. USAA feels to me more like a trap, skimming anywhere from $ XXXX {$120.00} from every paycheck ( i get paid weekly ) and denys me what is supposed to be my money anyways! And now i hear that they are doing away with NSF fees at the end of XXXX. Are you kidding me... so is that supposed to make me feel better about all the money they already " charged '' me for unauthorized and repeated transactions from the same people reattempting almost every day? I am just sick of not saying anything to anyone about it and to be honest id hire a lawyer if i could afford it. The times are hard enough without a greedy bank charging me for nonsense. I can understand if i was actually typing my PIN in or swiping a card or writing a check. But almost every NSF fee i have been charged for was due to repeat attempts to withdraw without approval from myself.
|
| 11/09/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Servicemember |
|
On XX/XX/2022 I made a mobile deposit which was supposed to be in the amounts of {$80.00} into my USAA checking account. Unbeknownst to me I had pressed an extra zero on my deposit and it turned into {$800.00}. The following day I received a notice from USAA of the mistake and not my account was negative. {$120.00}. In the following days, my VA benefits for my XXXX XXXXXXXX were deposited into my checking account, bringing my account into the positive to the amount of {$830.00}. I then received a call from USAA saying that they were closing my account. But the problem lies in the fact that they are not giving me any of the money that was deposited into my account for the next 60 days. If this were any other form of tender or income I would understand that, but seeing as I'm a XXXXXXXX XXXX on a fixed income and these are protected funds, it is not okay for USAA to hold these funds from me. Me I'm in the process of being evicted from my home, I have no food in my fridge, and I've called begged and pleaded to USAA to please just give me my XXXX income and close my account. The only thing I met with is half-hearted. Apologies, and being told to go to charity or ask friends or family for money. Literally a USAA representative told me to go to a charity or to ask family or friends for money. I do not owe USAA anything, all of my accounts are paid and this is completely unacceptable and inhumane. Inhumane. USAA is a bank that is supposed to stand by those that have served this country, yet they are allowing the very people they swear to serve, lose their homes and walk the streets hungry.
|
| 10/14/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/21 I transferred {$7100.00} to what I thought was my wife 's new account at USAA but, I mistakenly entered her USAA member number. We called the bank on or around the XXXX to see why it has not been credited to her account. At that time a representative indicated that that had happened to them before and that I should just let the normal process take place and that the bank would recognize the On XX/XX/21 I transferred {$7100.00} to what I thought was my wife 's new account at USAA but, I mistakenly entered her USAA member number instead of her account number. We called the bank on or around XXXX the XXXX to see why the funds had not been credited to her account. At that time a representative indicated that I made a mistake and indicated the same had happened to them before and that I should just let the normal process take place and that the bank would recognize the error and that would activate a return of the funds. I waited several days and the funds were never returned. With the assistance of a member agent, on XX/XX/XXXX, I was instructed that the next step was to request to dispute the transfer. On XXXX, XXXX I received a denial and the dispute was closed. Today I talked to specialists, managers, etcI am being told there is nothing they can do. The information they are willing to provide is limited. I cant tell if the account holder where the {$7100.00} accidentally went to is denying the return or what. Essentially the account holder is keeping funds that do not belong to them. I do not know where to turn at this point. Here 's to hoping you can help me in some way.
|
| 12/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I am XXXX XXXX so I am contacting you via email regarding my concern for a dispute I currently have open for unauthorized theft of my debit card.
When I opened this claim I informed the person taking the claim the following.
I used my card for gas on the day I went to urgent care for not feeling well. I had a XXXX test that same day I used my card at the gas station. It appears the next day my card was used twice a day on a daily basis until my balance was to {$3.00}.
During my initial claim I stated I tried paying at the pump but the screen would ask for a pin number but still not authorize. I had to go inside and there was a very long line because it seemed everyone was having an issue with paying at the pump.
I faxed a copy of my XXXX XXXX message received to my phone into your disputes department. This would show that I was confined home and not feeling well while my card was being used daily with no unusual activity being picked up by USAA 's system.
Today I stopped for gas at the same station and there was a man taking videos and photos of a device attached to the pumps and the ATM machine at this same gas station. I used my card then the theft occurred.
I am attaching photos of this device the man was pulling from the pumps and two ATM machines. I do believe he called the police to report this and turn the devices over to authorities.
Please have this information reviewed and sent to your disputes department to assist in the possible recovery of my approx {$3500.00}.
Thank you and if you need my assistance please send me an email. XXXX XXXX & Happy Holidays.
|
| 12/26/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Company closed your account
|
|
Web |
Older American, Servicemember |
|
Back in fall of XX/XX/2021 my accounts at USAA were compromised by identity theft. USAA was not clear on actions i needed to take. i wasn't understanding that they gave me a loan until it i filled out an incident form, which i did the second time sent, I had requested new accounts but they would not open new ones for me. I thought the incident was clear until i found out USAA transfereed funds to a XXXX XXXX account that was opened in my name - luckily XXXX XXXX put a security hold on the account. My next actions included filing a identity theft report, freezing my credit ect., putting fraud alerts on accounts and multiply calls to USAA to clear up the account. the individuals who stole my identity opened a new account at USAA that i could see online in someones elses name. I requested it to be closed but they denied stating it needs to go thru the fraud department. I kept receiving notifications to send an ID to prove the new person added to the account- i kept calling insisting they remove the person as i did not know them - spend hours on the phone XXXX XXXX i received XXXX letters from USAA - one closing my checking and savings, the second closing my credit card. the letter states it will continue to process deposits but denied withdrawals. It states the closure of the account will be completing in 60 days. they have not return any of the XXXX funds that were in the XXXX accounts and i can not get ahold of a person to speak with on this matter- the answer i get is its with the fraud department. it is past the 60 day time frame and i have not received the funds from my account
|
| 04/29/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I was charged in the middle of the night between XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX. By XXXX XXXX utilities for XXXX transaction charges to my debit card for XXXX, XXXX, XXXX. I do not reside in Okaholma city, do not have family in oklahoma city. I woke up on XX/XX/XXXX to the transactions reported. I called USAA and was told I had to wait for the pending charges to clear, I returned my call on XX/XX/XXXX once the pending cleared and requested my credit card be replaced, and that fraud investigation was being done. I had explained to the agent that they will fraud check me at a gas pump XXXX miles from my home, but did not fraud alert or pop a system alarm for XXXX repeat transactions the same exact day in a whole other state. My charges on XX/XX/XXXX were deemed not fraudulent even though no investigation was completed. I Could provide proof I was working at XXXX XXXX XXXX at the time, I Could provide my Utility company state for XXXX XXXX, I could provide my other School job and childrens attendance that we were all present in TEXAS where we live at the time of the FRAUDULENT charges. They denied the charges and stated I was responsible for them, so you're telling me that as a banking individual that is to trust a bank with my money someone stealing my card number and paying clearly an electric bill in another state even though I have a XXXX charge in TEXAS the day of the OKLAHOMA charges. They requested no proof, they didnt communicate or reach out or ask for additional documentation the whole 90 days that I waited for approval. Instead they reversed it and denied it.
|
| 06/06/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
Older American, Servicemember |
|
In XX/XX/2018 I called USAA to report a change in address. This was followed with a brief note advising the same. I did not receive a billing from USAA for approximately 60 days thereafter and when I did it had been forwarded from my old address which continued for the next billing cycle. By this time I was in serious arrears. When I communicated my circumstance to representatives of USAA now calling repeatedly, I was told that I was in arrears and the minimum payment was required. I continued to make regular monthly payments but was unable to make the required minimum payments which were now piling up due to my so-called delinquency. Late fees and delinquency fees by this time now consuming my regular monthly payments. I have tried to work through this matter with representatives but to no avail. I recently requested moving back my monthly billing date as in XX/XX/2018 I sustained a serious injury, XXXX XXXX XXXX, and have been unable to work since, I was told that this could not be done until my account was current, which by their standards I was not. I have written everyone in USAA even XXXX XXXX CEO of USAA who passed me off to a XXXX XXXX who as advised me that he " regrets being unable to reach me by phone, '' My phone records do not show any telephone calls from Mr. XXXX and I have called his office at least three times, None returned. I simply need help. USAA will not assume ANY responsibility for their failing in this matter and I am being required to pay for it. These practices " boarder '' on predatory lending and they will assume no culpability in this circumstance.
|
| 04/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
USAA checking account ending in XXXX Deposited a check personal check from my XXXX XXXX XXXX XXXX XXXX XXXX in XXXX on XX/XX/23 for {$3000.00} funds were initially posted immediately On XX/XX/23 I attempted to use my debit card & it was declined. I called usaa & was told a hold was placed on my deposit and funds would now not be available until XX/XX/23. I asked why & was told due to a returned deposit from that -which I didnt have On XX/XX/23 the {$3000.00} check cleared my XXXX account XXXX I called usaa on XX/XX/23 informed the check was paid on XXXX and asked if the funds could be released now or next day. The rep was helpful -said she contacted the back office at usaa and was told nothing could be done until XX/XX/23. I asked doesnt usaa get notice that they check was successfully paid she said they dont So now Im stranded out of state with no access to my {$3000.00} deposit -account is now overdrawn -transactions are being rejected -I cant pay my bills Why cant usaa confirm with XXXX the check was paid rather than wait until XX/XX/23 Rep told me theres a reg CC hold on the check Issue XXXXFraudulent XXXX transactions from my USAA account ending in XXXX XXXX XXXX XXXX were made from my account on XX/XX/23 My cell phone was lost or stolen while at the gym I did not make these transfers -no knowledge of this person who recieved my funds XXXX XXXX I filed a police report with XXXX XXXX police department Report # XXXX XXXX XXXX XXXX I uploaded to USAA customers have no way of speaking to anyone In the fraud /security department to get status updates & no one has contacted me
|
| 08/29/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
|
|
I was attempting to make a purchase for a pair of concert tickets totaling {$340.00} dollars on XX/XX/2018 via XXXX. The seller then says he can transfer the tickets from his XXXX account to mine and I can pay him with XXXX/online banking. I explained to him I never used it and when the seller mentioned it was a service through my own bank, I felt comfortable sending the money thinking my bank would help me out in case something goes wrong. I completed the transaction and sent the money out. Once that was done the seller texts me telling me that they will send the tickets ASAP but nothing was ever received. I tried calling, text messaging over and over but no reply, no answer. I immediately called my bank ( USAA ) in attempt to dispute it and report fraud/scam but they couldn't help me. They said they would look into it and get back to me in 5 business days or so. Based on my research, I looked up this seller and found out that these guys have been doing it all around my neighboring cities. Same post, same description with all the same information scamming all kinds of folks. It wasn't until I researched this seller up the next day to find out other people have already been scammed by this same seller. I an addition to that, never knew that there is no protection by USAA or XXXX on this type of transaction and I find that completely unfair. They fail to disclose that this service is only to be used among family. I really need your help to recover my money as this is FRAUD all across the board and feel like I have no support. Hope I get help in this matter and recover my money.
|
| 01/26/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
On XX/XX/2022 I showed a charge on my credit card account of {$430.00} from XXXX XXXX located in XXXX Texas, once I noticed the charge pending I immediately disputed it. The charge was removed from my account and I assumed everything was good, I was contacted by Usaa on XXXX XXXX while I was at a doctor appointment by a fraud investigator from USAA and he stated who he was and got straight to the point that I was liable for the charge that I had disputed and was on a recorded line, I couldn't talk so I called back the next day and tried to speak to someone about the charge and have only been told that I am liable because they claim the chip card was present when the card was charged, I have another charge on the same day here in XXXX XXXX Tx. proving I was here but yet I am being forced to pay for a service I am positive I did not use or request, I also contacted XXXX XXXX requesting the invoice but they said they can only provide it by providing them the phone number that was given when the service was requested, I don't know the number because I didn't request any service. I uploaded documents to USAA showing that the company in question does not provide services in XXXX XXXX and only provides services in the XXXX XXXX area which is XXXX hours away. The charge was put back on my account and USAA has failed to reach back out to me as I requested to speak with a credit card Dept Manager or higher and remove this charge, I have chat transcripts that have a USAA representative stating that they show the transaction was done through apple pay so I am confused with their finding.
|
| 12/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
I filed CFPB complaint XXXX against USAA on Monday the XXXX and believe that I have been retaliated against by members of the USAA staff for doing so.
Immediately after filing the aforementioned complaint, USAA stopped offering me the ability to verify my identity over the phone by sending a six digit text to my cell phone. All departments are now requiring me to enter a code from the " token '' on the USAA app. However, when I provide them with the token on that app, they inform me that this is the wrong code and that they are going to disconnect the call.
I have reached back out to the department of the CEO ( who IS able to verify me via text message. ) They told me that they are not aware of a situation where a client would only have ONE verification method offered to them, because, under ordinary circumstances, there are backup questions that have been offered. I am not being offered any backup questions. I asked the representative from the office of the CEO how we can resolve this. She advised me that if I go to usaa.comXXXX I can upload a color copy of my driver 's license. I asked if this meant that I will no longer need to enter a security code when I call in, and she said it would NOT do that. I stated that I didn't understand how this would help my problem. The representative did not have an answer to provide me.
I believe that after filing a complaint with both USAA and the CFPB, a member of USAA 's staff illegally modified the settings on my account to make it impossible for me to access support from USAA going forward as retaliation for filing a complaint.
|
| 10/15/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened without my consent or knowledge
|
|
Web |
|
|
My USAA online bank account was accessed unauthorized and a fraudulent external bank account, ending in XXXX, was added and verified to my account without my knowledge or authorization on XX/XX/XXXX. Two transfers of {$5000.00} were made, one into my checking and one into my savings on XX/XX/XXXX and XX/XX/XXXX. On the same days, XX/XX/XXXX and XX/XX/XXXX, XXXX transfers were made out of my checking and savings, of {$4900.00} and {$4900.00} respectively into an account ending in XXXX. I did not receive a notification that this activity was going on. The initial {$5000.00} transfers into my accounts were made from accounts that I do not use often and did not have the funds to cover the transfers. One {$5000.00} transfer was into a savings account that I only transfer small amounts, less than {$50.00}, every month. I am very disappointed with USAA for not seeing that a large transfer into and out of my account that I don't actively use was made all in one day. That should have been an automatic flag but no response from USAA. They had the nerve to say there was no fraudulent activity and the transfers were my responsibility. I had to call to get this information about my account because USAA had not sent any correspondence or made any calls to me. I have been calling everyday to tell them what they should already know that my account had fraudulent activity. USAA reopened my case and I am waiting again to see what they will do to recover my money. I put a fraud alert on my credit file and submitted a claim to identitytheft.gov as well. I don't know what else to do. please help
|
| 05/26/2020 |
Yes |
- Debt collection
- Credit card debt
|
- Took or threatened to take negative or legal action
- Collected or attempted to collect exempt funds
|
|
Web |
Older American |
|
XXXX ) USAA REVERSES MERCHANTS CREDITS Leaving consumers liable for fraud when they are supposed to be no liability. USAA FABROCATED FRAUD I DID NOT REPORT reversing merchants credits on returned goods. See attatched XX/XX/XXXX FRAUD CLAIM INVESTIGATION RESULTS ( ** I did NOT REPORT FRAUD ON {$210.00} XXXX RETURNED ITEM ) USAA FABROCATED THIS FRAUD. Kindly Note The credits we deposited at beginning of the investigation have been reversed??? See attatched XXXX XX/XX/XXXX statement CLEARLY THERE ARE NO USAA CREDITS TO REVERSE. THERE ARE ONLY. MERCHANTS CREDITS. See attatched FRAUD CLAIM RESULTS XX/XX/XXXX {$120.00} XXXX XXXX ** ( I DID NOT REPORT THIS RETURNED ITEM AS FRAUD. ) Again see XX/XX/XXXX statement attatched THERE ARE NO USAA CREDITS TO REVERSE. THERE ARE ONLY MERCHANTS CREDITS. XXXX ) See attatched CREDIT CARD FRAUD CLAIM of XX/XX/XXXX completion of fraud CLAIM DATE XX/XX/XXXX {$470.00}. Again see attatched XX/XX/XXXX statement. {$470.00} FRAUD I REPORTED ** CLEARLY DOES NOT INCLUDED {$120.00} XXXX XXXX OR {$210.00} USAA HAS CHEATED ME HOLDING ME LIABLE USAA HAS PROVIDED NO FRAUD CREDITS I AM DUE {$340.00}. SHAME ON USAA UNEARNED FRAUD INCOME.USAA HAS ALSO LIED ON MY CREDIT REPORTING I REPORTED FRAUD ON RETURNED GOODS DESTROYING MY CREDIT SLANDERING MY GOOD NAME FOR THE SAKE OF UNEARNED XXXX ) USAA XXXX NOT RESOLVE FRAUD TIMELY!! Kindly Note CREDIT CARD FRAUD CLAIM LETTER OF XX/XX/XXXX ** IS COMPLETING INVESTIGATION OF XX/XX/XXXX. IT TOOK USAA A YEAR JUST TO COMPLETE INVESTIGATION AND XXXX YEARS LATER USAA STILL HAS NOT PROVIDED THESE FRAUD CREDITS DUE ME XX/XX/XXXX.
|
| 03/18/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX XX/XX/XXXX CFPB XXXX XXXX. RESPONSE USAA CONFIRMS XX/XX/XXXX XX/XX/XXXX numerous temporary credits.
What is NOT REPORTED IS TRUTH TEMPORARY CREDITS ** NEVER MADE PERMANET*** XXXX XXXX USAA rep CONFIRMS USAA HELD ME THE CONSUMER LIABLE FOR THIS {$470.00} FRAUD REPORTED XX/XX/XXXX. See attatched CREDIT CARD FRAUD CLAIM date XX/XX/XXXX ONLY THE BALANCE OF STATEMENT {$470.00} WAS REPORTED FRAUD BY ME. ** XX/XX/XXXX USAA CFPB RESPONSE HELD ME LIABLE FOR THE {$470.00} FROM XX/XX/XXXX Then ( month later ) XX/XX/XXXX USAA SENDS FRAUD CLAIM LETTER XX/XX/XXXX ( CREDITS MADE PERMANET ) viewing XX/XX/XXXX STATEMENT, CLEARLY USAA CREDITS NEVER MADE PERMANET EVER. XX/XX/XXXX STATEMENT AS CONFIRMED BY XXXX XXXX CONFIRMS ONLY CREDITS XX/XX/XXXX WERE MERCHANTS {$340.00}. USAA PLACED REVERSALS OF TEMPORARY CREDITS. {$340.00} NEVER GIVEN XXXX XXXX XXXX, XXXX see XX/XX/XXXX STATEMENT.
USAA HAS NEVER PROVIDED PERMANET CREDITS & TEMPORARY CREDITS of the {$340.00} WERE NEVER GIVEN XX/XX/XXXX TO REVERSE XX/XX/XXXX & XX/XX/XXXX the entire transactions are back on the card AS NEW CHARGES??? XX/XX/XXXX, XX/XX/XXXX = {$810.00} ( USAA ADMITS THEY HELD ME LIABLE FOR {$470.00} UNAUTHORIZED TRANSACTIONS????? XX/XX/XXXX ) XX/XX/XXXX TO CFPB AND THEN ** XX/XX/XXXX CREDITS MADE PERMANT.??? CAN NOT BE BOOTH THERE ARE NO USSA CREDITS EVER. Internal hidden credits are UNACCEPTABLE. This is over two years later. Where are all of my INTERNAL HIDDEN fraud credits????? USAA DESTROYED MY CREDIT!!!! USAA LEAVES CONSUMERS LIABLE FOR UNAUTHORIZED TRANSACTIONS AND IT IS CONFIRMED BY USAA XX/XX/XXXX TO CFPB.
|
| 02/26/2020 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Indicated you were committing crime by not paying debt
|
|
Web |
Older American |
|
See attatched XX/XX/2019 statement. Previous bal {$1.00}, XXXX. OTHER CREDITS {$2.00}, XXXX TOTAL CREDITS for this period are the merchants credits of {$910.00}. OTHER CREDITS {$2.00}, XXXX were temporary credits so temporary credits given at beginning of investigation by USAA policy MUST be MADE PERMANET TO CREDIT THE ACCOUNT. UNLESS the fraud reported was NOT in consumers favor then USAA policy is to reverse the credit BUT IF THE CREDITS ARE INTERNAL HIDDEN NOT THE WHOLE TRUTH PROVIDED ON STATEMENT then I will need EXPLANANTION CONFIRMATION WHY the {$1.00}, XXXX temporary credits were NOT MADE PERMANET yet were reversed. All transactions that have an ( F ) in reference # ARE PREVIOUS FRAUD CHARGES NOT MADE PERMANET BY USAA BUT without making permanet these charges BECOME NEW PURCHASES??? The New Purchases that have an ( F ) in reference # ARE CREDIT REVERSALS NO PERMANET CREDIT PROVIDED BY USAA TO REVERSE THE CREDIT NOT EVER GIVEN. ALL THIS IS HIDDEN FROM MY VIEW INTERNALLY : I am a victim of ID THEFT. I will need Documentation of these Hidden Fraud Credits. Please provide in writing WHY CREDITS WERE REVERSED?? Dates of each PERMANET CREDIT TO ACCOUNT * THAT LOWERED THE BALANCE. IF MERCHANT PROVIDED FEEDBACK TO PREVENT THE CREDIT I WILL NEED THAT DOCUMENTATION FROM THE MERCHANTS. IF USAA REFUSED CREDIT I NEED THAT DOCUMENTATION WHY?? WITH PROOF IN WRITING. Because THE TRUTH IN LENDING STATEMENTS. DO NOT PROVIDE THE " WHOLE TRUTH '' INSTEAD USAA HIDES CREDITS. THIS WOULD NOT BE REQUIRED BUT USAA POLICY IS TO HIDE ALL FRAUD CREDITS INTERNALLY ON TRUTH IN LENDING STATEMENTS.
|
| 07/27/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
I refinanced my home mortgage in XXXX 2016 with USAA Federal Savings Bank. {$1400.00} was deducted from my checking acct and a cashier 's check was mailed by my bank XXXX to USAA Bank for receipt by XXXX XXXX, 2016 for my first payment. I followed up with a call to USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they did n't receive the funds that it was n't in their system. XXXX said to call back in five to seven business days. I called again XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX stated that they never received the payment and that I needed to make a payment before XXXX XXXX, 2016 or late charges would be applied to my mortgage account. XXXX instructed me to get a notarized letter from my bank stating that the transaction occurred and a bank summary of my account transaction for XXXX XXXX, 2016 showing that the the amount was sent to USAA Bank and fax the documents to USAA Bank 's research dept which I did that same day. I again called USAA Bank on XXXX XXXX, 2016 and spoke with XXXX in customer service. XXXX checked with their research department and said that the payment was n't there. I 've also checked with my credit union XXXX XXXX branch many times. XXXX XXXX a supervisor has done an in dpth analysis of my checking account and showed me that in fact USAA Bank did receive the funds on XXXX!, 2016. Until this is straightened out, I 'm out {$1400.00} because of someone 's lack of concern and incompetence. I 'm a XXXX XXXX XXXX vet on XXXX. This is a whole lot of money being taken from me that I really need.
|
| 10/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Older American, Servicemember |
|
I am a XXXX XXXX XXXX American woman retired and living in XXXX, XXXX.
On XX/XX/2023 I attempted a withdrawal from a local ( XXXX ) XXXX XXXX ATM. I received a withdrawal receipt showing XXXX pesos ( {$600.00} USD ), but no cash.
I informed my bank, USAA Federal Savings. A USAA Resolution Team initiated a refute with XXXX XXXX, case XXXX. Within a few weeks, the Resolution Team informed me that it had decided in favor of XXXX XXXX based on a document of proof which revealed that the ATM had gathered XXXX XXXX peso notes.
I objected to the USAA team that proof that the ATM gathered XXXX pesos was not proof that the ATM issued the cash. I stood by my word that no cash was issued to me.
However the Resolution Team stood by its decision that cash had been issued and that I got it.
I asked for help from XXXX, XXXX XXXX ( XXXX XXXX, ext XXXX ) as well as XXXX XXXXXXXX XXXX But the resolution team said its decision was final in favor of XXXX XXXX.
On XX/XX/XXXX, my checking account was debited {$600.00}. I assume XXXX XXXX got it.
I am XXXX XXXX XXXX. My income is a monthly Social Security check and some financial help from family members in the USA, from which I pay rent and living expenses as well as ever-increasing medical bills for serious health issues.
I am very upset by the callous and illogical decision of the USAA resolution team. I never learned any names of the team members. They signed any emails with USAA Federal Saving. But they obviously are determined not to be crossed. Can CFPB help me resolve this matter in my favor?
XXXX XXXX USAA member XXXX
|
| 06/17/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
Servicemember |
|
On approximately XX/XX/2019, I received a mail offer from USAA for a pre-approved credit card offer. The offer stated I was " Pre-Selected '' for the USAA Rate Advantage Visa Platinum credit card. The offer had a fixed expiration date and contained the mandatory, legally required, Pre-screen and Opt-Out notice. I also verified that USAA obtained a soft-inquiry copy of my credit bureau report prior to making the pre-screen offer. This offer was a legal, firm offer of credit.
On XX/XX/XXXX, I also noticed the same pre-screen offer in the " My Offers '' section of my USAA eBanking portal. I already have credit card products with USAA and have had them for many years.
On XX/XX/XXXX, I submitted my online application for the pre-screened offer and my application was immediately declined. During the application process, USAA obtained a copy of my credit bureau file from XXXX. USAA informed me in writing of their decision and the only reason stated was " Maximum credit limit reached. '' USAA knew perfectly well what my credit limits were with them prior to my application and, in fact, prior to extending the pre-screened, firm offer of credit. Worst case scenario is they knew my credit limits with them upon accessing my credit bureau report used to determine my qualifications for their firm offer of credit. Further, it is not my responsibility to know whether my current credit limits put me at their maximum exposure or not.
Knowing I was unqualified for their firm offer of credit, they should, at a minuimum, never pulled a hard copy of my credit bureau file after I applied.
|
| 11/17/2023 |
Yes |
- Checking or savings account
- CD (Certificate of Deposit)
|
- Managing an account
- Deposits or withdrawals
|
|
Web |
Servicemember |
|
I had a joint variable CD with United Services Automobile Association ( USAA ) bank that I shared with my spouse for the amount of {$2200.00}.
My spouse withdrew the full amount of {$2200.00} on XX/XX/XXXX of XXXX at around XXXX hours.
My Spouse transferred {$2000.00} to our Joint Savings account at around XXXX hours.
I attempted to transfer {$2000.00} back into the CD but received an error message on my USAA banking app at around XXXX hours.
The money was no longer in my savings account nor in the CD. Therefore, I waited XXXX hours to see if the it would transfer over night.
On XXXX XXXX I did not see the funds in either account, so I contacted USAA and spoke to a representative who stated to wait an additional business day to let the system sort itself out.
I waited XXXX ( XXXX ) days and still did not see my funds and I contacted USAA to inform them as such. The Representative submitted a claim/ dispute and told me to wait XXXX hours after the Representative agreed that the funds cant be found.
On XX/XX/XXXX the investigation was completed and it was stated that the funds was credited back into my savings account but it was not. The investigation mistaken the {$2000.00} that was transferred by my wife to our joint account on XX/XX/XXXX as a credit.
I contacted USAA and the representative that had me on hold for XXXX ( XXXX ) hours stated she saw the error and is submitting an additional claim/ dispute for the investigation. I then spoke to a XXXX of that representative who stated that I might not get approved to receive the funds back into my account.
|
| 02/17/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Older American, Servicemember |
|
On XX/XX/ - USAA Bank released funds on a forged signature from an investment that was opened from XXXX XXXX XXXX. which was administered by XXXX XXXX XXXX XXXX XXXX, XXXX. The ending equity was {$14000.00} on XXXX XXXX. This money was deposited into an account by wire transfer with USAA Bank and released by USAA Bank to the person who forged my name and stole my identity. I have a copy of the document with the signature in my name and it is clearly forged. The actual withdrawal was {$13000.00}. I have filed a complaint with the XXXX XXXX, New Mexico Police Department, the Attorney General of Texas and the Attorney General of New Mexico. A letter was written to USAA Bank on XXXX XXXX along phone calls stating they were not responsible. A letter to XXXX XXXX XXXX XXXX XXXX, XXXX. plus phone calls were made to this company and the representative of XXXX XXXX XXXX These investment companies stated USAA was responsible for not authenticating my signature which was never done. I was never notified of these transactions as I was in communication with the administrator to follow their protocol to withdraw the funds. In the meantime as I was waiting for the funds to be released to me, I had XXXX XXXX XXXX and XXXX with a long recovery period. Before I got sick, this situation put me in a severe financial hardship as this also opened credit cards in my name with various charges which I have yet to be able to resolve. This person was a partner of mine in a XXXX XXXX business. He is a XXXX XXXX and spent over a year in XXXX and is now XXXX XXXX XXXX. A hard lesson in who to trust.
|
| 04/13/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Lender trying to repossess or disable the vehicle
|
|
Web |
|
|
I just found out last week, the week of XX/XX/XXXX, that my car is out for repossession - apparently since XXXX of XXXX. The way that I found this out is that I got a credit alert that an account has been closed, and unbeknownst to me, it was my car loan through USAA for my XXXX XXXX XXXX. I am still in possession of the vehicle.
I was under the impression that my loan was on autopay and would be drafted from my account. The really frustrating part of this scenario is that I have the means to pay all of my past due balances in addition to a good-faith payment to bring my account current. All that I want to do is to continue to make regular payments on this vehicle, set up to draft automatically, and to stop repossession attempts.
I called USAA multiple times this week and spoke with different representatives and escalation specialists for hours, but they said the only remedy would be to pay the remaining balance in full. This amount is nearly {$50000.00} and I can not make that type of payment all at once. I even offered to make a good-faith payment in addition to all past-due payments to show my willingness to pay and continue to pay - but every representative, including managers, said that once it is marked as a charge-off, they have no other options.
I was reading the promissory note and saw that there are many different remedies that can be taken - as well as both parties coming to a mutual agreement.
To summarize : All that I want to do is to continue to make regular payments on this vehicle, set up to draft automatically, and to stop repossession attempts.
|
| 07/28/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Shopping for a loan or lease
|
|
Web |
Servicemember |
|
I purchased a car on Saturday, XXXX. I was pre-approved for a loan from USAA for a 48 month 2.5 % fixed rate auto loan. I went to the auto dealership, and they were able to offer me a 1.99 % fixed rate. I called USAA to see how to close out the loan I was pre-approved for, and to see if they could match or beat the dealer 's rate ( through XXXX XXXX XXXX ). The representative said since I had been in the XXXX, and I was a USAA member for 20+ years, he could give me a $ XXXX loan at 1.49 %. I was thrilled, and told the dealer I would n't use their financing. But when the representative from USAA told me the 5 year loan for $ XXXX would be almost {$500.00} a month that did n't seem right. After questioning the USAA representative he told me that there was a {$1200.00} origination fee for the car loan. This was not mentioned at the beginning of the process, and was far from transparent. That effectively added over 4 % to the interest rate, but was hidden as a fee.
I 've been in banking for over 20 years, and knew enough to push back and ask questions. A brand new XXXX or a XXXX would not have known about the CFPB and what UDAP is. Perhaps USAA would have eventually clarified the fee and it 's impact to my loan. But hiding {$1200.00} on a $ XXXX loan is completely unacceptable. This materially changed the transaction, it was not disclosed, and it intentionally targeted military service members or former service members. I strongly believe this was an Unfair or Deceptive Act or Practice ( UDAP ). If this did not violate UDAP in the letter it definitely violated the spirit.
|
| 10/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/XXXX, an unknown individual was able to log into my mobile bank account and transfer {$5000.00} out of my account into another connected account this is not mines.
I was in XXXX, Illinois for business at the time of this event. I went to make purchase, and my debit card was declined. By the time I realized money had been removed out of my account I immediately called USAA. I told them I did not transfer {$5000.00} and tried to reverse the transaction. They stated that once the transfer was created, that you could not reverse it. I only had + {$2500.00} in my account and USAA allowed my account to go into negative. I quickly, without hesitation transferred funds from my savings to zero out my account, change my passwords, etc as recommended. I filed 3 dispute thinking I would be able to get my funds back and USAA stated that there were no signs of fraud.
My Friend, XXXX XXXX, whose account was connected where the " transfer '' went to stated that following my dispute his XXXX XXXX Account froze then closed his account.
Since XX/XX/XXXX, USAA stated there is nothing they can do to get my {$5000.00} back, stated there were no signs of fraud even though 9 other transactions to my hacked XXXX account they refunded my funds back into my account.
I have no clue where my {$5000.00} went and I need help resolving this issue. Someone was able to access my private bank account and move money out and put me through the most stressful financial issue I have ever been in, in my life and I need to exhaust all options so that I can get my money back and move forward.
|
| 05/25/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/XXXX I initiated a transfer of {$1000.00} from my XXXX XXXX checking account to my USAA checking account. By XX/XX/XXXX the transfer was completed. Around this same time frame, a person with my bank information, was initiating multiple deposits totaling {$2500.00} from my XXXX XXXX account. However, the only actual amount I ever had in my wells checking was {$1000.00}. At this point my USAA looked like it had {$3500.00}. Before the bank could verify that the {$3500.00} actually existed, the same person with my bank information was able to successfully XXXX themselves {$2500.00}. After USAA determined that the excess {$2500.00} actually did not exist, it resulted in my account being over drawn by a total amount of {$1000.00}. By XX/XX/XXXX I called USAA to explain the situation. However, they blamed me for someone else having my bank information even though I had explicitly said that I had never given out my bank information. They also would not rectify the situation by not doing the following ; failed to reimburse my account for the {$1000.00} I had deposited, failed to keep my account out of overdrawn status and failed to freeze to my account after this situation occurred. On XX/XX/XXXX another transfer out of my USAA was initiated for {$500.00}. At this point the account was overdrawn by {$1500.00} and they decided to close my account. More importantly, I believe USAA has not taken the proper steps to not only ensure my funds were kept safe but that my identify was kept safe as well. Shortly after this, my primary account with another bank was compromised.
|
| 07/01/2015 |
Yes |
|
|
|
Web |
Servicemember |
|
Hello. I have a past due credit card account with USAA. I have been making attempts to contact USAA for the past XXXX weeks in order to settle this debt. I have yet to reach anyone about this. I have waited on hold for up to an hour to speak to someone and I 'm still unable to get through. I recently received my XXXX rating from the VA. I have been diagnosed with XXXX from being an XXXX in the XXXX XXXX serving in XXXX, XXXX. My experience took a very big personal toll on my ability to properly manage my finances and personal matters. In addition, I was caring for my father who was at the time, a XXXX patient. My father was receiving XXXX from a result from his condition. This income was being used to manage our shared finances. He passed away from his condition and the XXXX payments stopped. I dealing with my father 's death and loss of income, I was not in the right mind to manage my personal finances. I could not afford the payments on this account and it caused it to charge off. I have not heard from USAA in the last couple of years in reference to this account. Now that I received my XXXX rating from the VA, I also received a large payment from them. I immediately set out to settle my debts. USAA was the first company I attempted to contact but I was unable to reach anyone. I have since settled other debts and now I have a little under XXXX XXXX dollars to settle this debt. My intention was to settle this debt for a reasonable amount but now this is all that is left. This is very unfortunate since I had the ability to pay this off and USAA was the first in line.
|
| 01/18/2019 |
Yes |
|
|
|
Web |
Servicemember |
|
***LOAN FRAUD BY CURRENT USAA EMPLOYEE******NEW EVIDENCE FROM XXXX XXXX CEO XXXX XXXX ... .. HE WAS THE ORIGINAL MORTGAGE BROKER ... HE CONFIRMED HE SUBMITTED PROPER ESCROW AMOUNTS TO XXXX XXXX ... AND XXXX XXXX COMITTED LOAN ORIGINATION FRAUD IN DIRECT VIOLATION OF THE TRUTH IN LENDING ACT BY CHANGING THE AMOUNTS THEY MADE THE PAYMENT APPEAR LOWER TO THE BORROWER ... AND THEY DECIEVED THE ELDERLY XXXX YEAR OLD VICTIMS**** ***XXXX XXXX AND XXXX ( WHO XXXX XXXX SOLD THIS LOAN TO ) HAVE BEEN ACTIVELY CONSPIRING TO DEFRAUD THE U.S. GOV ... MORTGAGE INSURANCE ... AND CONSUMERS IN DIRECT VIOLATION OF COUNTLESS LAWS*** XXXX IS FULLY AWARE OF THIS LOAN ORIGINATION FRAUD AND THE LATER ESCROW FRAUD AND HAS BEEN FOR SEVERAL YEARS AS WE SOUGHT CIVIL RESOLUTION WITH A BASIC REQUEST TO HONOR OUR RIGHTS*** XXXX XXXX COACHED XXXX XXXX TO CONSPIRE AND ENABLE THIS FRAUD WHILE HE WAS EMPLOYED AT XXXX ( XXXX XXXX NOW WORKS FOR USAA AS A VICE PRESIDENT ... ALSO FOR A COMPANY CALLED XXXX XXXX ACCORDING TO HIS VOICEMAIL ) ***WE ARE MOVING FORWARD IN A COURT OF LAW ON THE CIVIL SIDE BUT I ALSO WANT TO SEE CRIMINAL PROSECUTION AND FINES FOR A CORPORATE CULTURE THAT FEELS IT IS ABOVE THE LAW***YOU HAVE LOAN FRAUD, ESCROW FRAUD, WIRE FRAUD, THEFT OF PRINCIPAL WITHOUT XXXX XXXX, MAIL FRAUD, CONSPIRACY TO DEFRAUD U.S. GOVERNMENT ( BY STEALING HOMES AND LLEGALLY COLLECTING FEDERALLY BACKED INSURANCE PAYMENTS ) ALL PROVEN AND I HAVE THE EVIDENCE TO SUPPORT IT IN ANY COURTROOM*** I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
|
| 09/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX a XXXX condominium development company ( XXXX XXXX ) setup a display table in XXXX XXXX, located at XXXX XXXX XXXX XXXX. and was distributing brochures depicting renditions of future condominium development projects in XXXX and selling reservation / contracts. The XXXX XXXX sales representative came to our home the afternoon of XX/XX/XXXX. We were hesitant to buy but the sales rep indicated he was leaving town the next day and there was urgency to sign. The sales rep asked for and received the payment account information as part of the reservation process. Immediately after the sale rep left our home on XX/XX/XXXX, we contacted XXXX XXXX, spoke to the sales rep and cancelled the reservation. He indicated all sales are final and the {$1900.00} will be debited from my USAA checking account and the reservation fee was not refundable. On XX/XX/XXXX I delivered a written request to cancel the transaction- see attached. The XXXX XXXX company has refused to the acknowledge the cancelation request and is ignoring the 3 day right to cancel law. The cancellation email thread is attached for your reference. Scroll down in the email to locate the beginning of the conversation.
1. The USAA Federal Bank will not reverse the transaction even after receiving legitimate proof of cancellation.
XXXX. XXXX is the third-party payment transfer company that debited the account on behalf of XXXX XXXX XXXX
XXXX. XXXX XXXX unlicensed foreign company pressuring people to by real estate and then refusing to follow existing consumer protection laws regarding right to cancel.
|
| 06/20/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
XX/XX/2022 XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Whom It May Concern : This letter is regarding account ************* XXXX, which you claim I owe USAA Savings Bank {$14000.00}. This is a formal notice that your claim is disputed.
I am requesting validation, made pursuant to the Fair Debt Collection Practices Act and the Fair Credit Reporting Act, along with the correspondent local state laws. Please note that I am requesting " validation '' ; that is competent evidence bearing my signature, showing that I have ( or ever had ) some contractual obligation to pay you.
Please also be aware that any negative marks found on my credit reports ( including XXXX, XXXX, and XXXX ) from your company or any company that you represent, for debt a debt that I don't owe, is a violation of FCRA & FDCPA ; therefore if you can not validate the debt, you must request that all credit reporting agencies delete this entry.
Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports.
Failure to respond may result in small claims and legal action against your company at my local venue. I would be seeking a minimum of {$1000.00} in damages per violation for : * defamation * Negligent Enablement of Identity Fraud * Violation of the Fair Debt Collection Practices Act ( including but not limited to Section 807-8 ) * Violation of the Fair Credit Reporting Act ( Including but not limited to Section 623-b ) XXXX XXXX
|
| 12/21/2018 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
|
|
On Tuesday XX/XX/XXXX I was in negotiation with an individual about purchasing some football tickets. After agreeing on a price the individual asked me to pay them {$300.00} via XXXX which my bank, USAA, was a partner of. Once I sent the person the money they were supposed to send the tickets from their XXXX account. These tickets never arrived and I called USAA a few hours later to report the scam. The banker informed me that since I never received the tickets that I would be able to file a dispute with USAA to get my money back. They would investigate and as long as the seller could not prove that I received the tickets then I would get my money back. I filed a dispute with them and I even asked if it would be helpful to have me send them screenshots of the conversation. They said that it would and gave me instructions on how to upload those documents. I uploaded the documents and then I was instructed to call back in the morning to make sure that they would be attached to my case. I was also instructed to call back on Friday XX/XX/XXXX On the morning of Wednesday XX/XX/XXXX I chatted with a representative, XXXX, who said that my documents were received and that once my case was assigned to a rep, they would notify me of my case number. Four hours later I received an email from USAA that they had completed their investigation on the dispute and that they had denied the dispute. I immediately called USAA and spoke to another representative and explained what had happened. That representative also told me that I needed to file a dispute for me to retrieve my funds.
|
| 09/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
Usaa has really mishandled this entire situation that I am about to explain. I contacted USAA a few months back to open a dispute about two debit card transactions that I wished to dispute. This is my only dispute in 6 months. Usaa concluded that the item in question nothing had been done wrong by the vendor. The vendor was a gym and they said in order for me to get a refund that I had to allow them to use my XXXX page and set my main profile image to their gym artwork and each time I was there I had to do a check in online or I could not get a refund ... USAA closed my dispute prematurely and reversed over {$400.00} in temporary credit because it sees nothing wrong with this conditional waiver to consumer privacy.
I contacted Usaa this past week to find out why they did this and spent over 1.25 hours on the phone with them only to be told that I would have to reopen my dispute and that they would reissue a credit again, but it might take 1-2 business days to receive, this ended up not being the case as I called in on the 3rd business day and the rep said who ever I talked to before the call has given me wrong information stating that I would not be getting a temporary credit. This seems wrong that usaa see nothing wrong with the vendors behavior mentioned above and is refusing to side with me and charge back on the vendor.
The entire handing of the matter shows that the left hand does not know what the right hand is doing at usaa XXXX XXXX
I am requesting that usaa do the right thing and refund my money.
Please do not call and communicate in writing only.
|
| 07/18/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I my account was scammed and a check was put into my account. Through mobile app which my mother and I did not activate on her phone. Next thing we know the {$200.00} deposit - a check was in the account and out using my debit card which was in my purse along with a purchase at XXXX. This came days after the news released a photo of 2 people that were going around using checks and debit cards around the area. I called the bank and let them know what was going on. They said it would be a fraud investigation and it would take 3 days. I let them know I was out of the country as well. My mom and I changed all our login information. a few days later the check came back I called to find out what was the outcome of the investigation. I was told that it was never put in and as of XX/XX/XXXX it would have to be done again. We were still in XXXX. So I called back Wednesday morning only to be told that it would be expedited. The supervisor also spoke about the fact that we were not offered another debit card. He then sent for another debit card and told me the claim would be expedited. Around midnight today I got an email about the investigation saying it was our fault. and we are responsible. I also received the documentation today XX/XX/18 regarding the mobile deposit. The deposit was a check in my mother 's name yet the signature did not match especially based on any deposits or documents previously signed by mother. I will be contacting the police again because I can now file a formal complaint because I have all the info the police and investigators need.
|
| 04/15/2018 |
Yes |
- Debt collection
- Auto debt
|
- Took or threatened to take negative or legal action
- Seized or attempted to seize your property
|
|
Web |
Servicemember |
|
USAA Banking Auto Loan Department keeps sending Collection and Late notices for XXXX XXXX XXXX which USAA totaled on XX/XX/XXXX.
USAA sent Repro Agent by our Home on XX/XX/XXXX to collect the XXXX XXXX XXXX which was still at the Repair Shop XXXX XXXX XXXX XXXX.
USAA totaled the XXXX XXXX XXXX on XX/XX/XXXX per their letter and has been sending Customer threatening letter regarding collection and repossession even after USAA totaled the Vehicle.
Customer responded back to USAA on XX/XX/XXXX and informed them of the entire situation and the fact that XXXX XXXX totaled the Vehicle. The Customer notified the Bank first thing after the accident happened to ensure the USAA Bank was communicating with XXXX XXXX Adjuster to payoff loan as stated by XXXX XXXX ( Bank Officer ) and XXXX ( Adjuster ).
USAA continued to let XXXX XXXX XXXX XXXX complete repairs on a Vehicle they totaled. The total of repairs {$22000.00} on a Vehicle worth $ XXXX 95 % damaged and USAA wants the Customer to still pay the loan on a Vehicle which has lost over 90 % of it's value and now has a Totaled Title.
The title and keys were sent back to USAA per their request so the responsibility of the Vehicle is with USAA since they took ownership and kept on paying the Shop even after the Customer told the Shop to stop all repairs on XX/XX/XXXX.
Why does USAA Bank Auto Loan Department feel that the Customer is still responsible for the Loan payment on a declared Totaled Vehicle? Why did USAA not perform its obligation and responsibility to the Customer as stated in their Total Loss Letters?
|
| 09/28/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I have been in contact with my bank regarding my mortgage loan since XXXX XXXX after reviewing my credit reports and showing they are not submitting payments that are being made on my mortgage loan. I have contacted the company more than several times over the course of the past 5 months. Yet, they still have not updated the XXXX credit bureaus with corrected information regarding payments that I have made, also they have yet to reinstate my credit score. Which is desperately hurting me financially in many ways and continues to lower my credit score even further. I have brought this matter to USAA/XXXX corporation many times over the past 5 months. I have even recently contacted all three credit bureaus in which. Only XXXX has received any updated information. That information is still not submitted correctly by USAA/XXXX. I have been given the run around and the issues still have yet to be corrected by USAA/XXXX. I even contacted them this morning in which they stated everything had been submitted, corrected. Yet the credit bureaus stated either the information had not been submitted yet. Or is still incorrect. I also have yet to get my credit scorXXXX reinstated as USAA/XXXX should legally be doing after they failed to report payments made on my mortgage loan since XXXX XXXX. I have done everything in my power to get the company to fix the issues on my credit. However, it goes absolutely no where and causes myself and my wife more stress and wasted time sitting on the phone. I am now asking for your assistance in this very important matter. Thank you, XXXX XXXX
|
| 06/02/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I have had {$4000.00} in direct deposits on my account this week.
XXXX XXXX XXXX XXXX My account has a hold on it for XXXX for a check I deposited XX/XX/XXXX. I filed a complaint regarding their banking error. A rep from USAA called me on XX/XX/2016 informed me that they do not accept XXXX party checks, the check would likely be returned back to the issuing bank and another XXXX would be taken from account. My complaint was the same, I never received a deposit of XXXX for this check a second time. I told the person i 'll let it be worked out with with my cfpb complaint.
they have now put a fraud alert on my account. I can not access my funds to my account at all. I can not use my debit card, I can not pay my bills, I can not go into a bank to withdraw funds, I can not transfer money to another account I can not have the bank wire me money. I feel they have done this in retaliation to my complaint. there was no fraud on my account, the check I deposited belongs to my sister, that lives with me who lost her id. she endorsed the check and I endorsed it and deposited it. the check has not been reported as stolen or anything by the issuing bank.
I have a mortgage to pay. I have a light bill to pay. if they reverse this deposit-i never received a XXXX time I still have XXXX in my account. If they fix their error I have XXXX in my account. either way I have money available to pay my light bill but they wo n't allow me to do so. so my lights are going to be cut off. I also have travel for work on sunday and no access to my funds to pay for a required business trip.
|
| 11/16/2015 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
In XXXX 2014 I was approached by USAA to refi my home. They told me I would have XXXX online access to my account. In XXXX 2014 I closed on the refi and paid all the closing cost. At that time I had the access that was part of the agreement. In XXXX 2014 I applied for auto insurance with USAA. During the phone interview I admitted to committing a felony over 10 years ago. I was denied insurance, that was fine. I have the mortgage payment automatically taken out of my checking and I pay XXXX toward principal. Well last month they took more than I authorized so I went on line to check why to find out I was denied access to my mortgage account. I called USAA and was told if I did not like it that I could go find another mortgage company and refi again. They bounced me around for over 4 hours and told me its my problem. Never once did they put someone on the phone with a straight answer. I can not believe they are treating me differ than all there other clients with mortgages. They keep telling me I can use the phone app and I have had XXXX techs on and still no satisfaction. I feel I am being discriminated against and I am not getting the services that they are supposed to provide to the account. I feel I am being penalized by USAA if I want to pay on my principal at any time and I can not do my online business with them as stated in them obtaining my mortgage. I served my country proudly and made a mistake over 10 years ago that I paid for. If at the time of me refinancing I had options with other providers and XXXX online access is part of all there promotions.
|
| 05/07/2017 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
Previous complaint XXXX regardi ng USAA. I had been a customer of USAA for many years. In XXXX I went through a divorce and was financially devastated. I had an auto loan and a credit card with USAA that I could no longer afford to pay. They auctioned my car and I was responsible for the remaining balance. After a long period of time, accounts went to an outside collection agency. I dont have the name of the agency but I worked with them to settle both debts. It was VERY CLEAR these were settlements, not payment plans as I knew they were done when all my payments were made. I believe it was XXXX when my payments began. My name at the time these debts were incurred was XXXX XXXX . The only other information I have is XXXX USAA account number ends in XXXX and the other USAA account number ends in XXXX . I paid both debts faithfully, auto deducting from my checking account bi-weekly. I have evidence from my bank that every payment was made and the last payments made were XXXX XXXX . In XXXX XXXX , I got a call from a collection agency regarding this SAME DEBT. I advised these had been settled and paid as agreed. They said they had not and they would continue to collect. I do n't have any of the settlement paperwork since I have moved my home and thought it was over. Now, both of these balances are accruing interest every month and reporting > XXXX days past due every month. I paid these accounts per our agreement and I need the credit bureaus to be reported as such and STOP TRYING TO COLLECT ON DEBT I ALREADY PAID!!! This is illegal!!
|
| 06/10/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
I applied on XXXX XXXX for my first credit card, a secured USAA card and was accepted for a card on the XXXX of that month. I paid the XXXX dollar deposit for the secured card and had problems verifying, which we resolved just fine - and I was told about a week after successful verification that my card was on the way ( XXXX XXXX ). It was also stated clearly in the email that this card would reach me in no less than 10 business days. I was excitedly waiting, but the card never arrived. I updated my shipping information and had the first one cancelled after 14 business days ( XXXX XXXX ) and another sent - I received a letter 2 days after this update saying my contact information was successfully changed, but still no card. I waited another 17 business days ( much longer than they proclaim it will take ) before calling and speaking to a rep named XXXX. She promised to expedite a card to me ( fees waived ) and that it would be here Thursday, which was yesterday. I checked the mail both today and yesterday, and received other mail, but still nothing from USAA. This is the 4th time I 've been expecting a card and not received one, but they did n't even have the time before this on record! I 'm livid ; I have been expecting this card for six and a half weeks! It 's been 40 business days and not a single card has reached me despite the letter I received to my address. Is there anything we can do about this? I lost money that could 've been used for so much other stuff and was broke in college just trying to get this card. I 've wasted so much time waiting for it.
|
| 09/05/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
I purchased a car earlier this year, using USAA as my finance company. I was given a 13 % interest rate for the loan. They explained this was because I had quite a bit of outstanding debt on my credit report. I was told that if I took care of these debts, I could refinance at a significantly lower rate. In turn, I sold my motorcycle and other items to pay these debts off. At the time I purchased this vehicle, I was just a couple months away from deploying overseas. They told me if I send a copy of my orders, they would lower the rate for the time I would be gone. After sending the orders, they denied lowering my rate, stating that it does not apply to me. After paying off my outstanding debts, and trading in XXXX other cars for XXXX, I greatly reduced my monthly payments and obligations. I then attempted to refinance the vehicle to get that better interest rate. They then offered me a new rate that was still over 12 %. This was not helpful, and has put me in a bad place. I purchased this vehicle at a high rate under the impression that I would be able to afford it after a very short time. If they would be willing to do as promised, I would be saving between $ XXXX $ XXXX. My wife and I will be moving in XXXX of 2016 to a new duty station. We will be losing over $ 1,000/month due to lower housing allowances at our new location. We are trying to save and continue to not incur additional debt in preparation for this move. I am worried that if we are not able to have a decent rate on this loan, I will end up defaulting on it, and letting it to into repossession.
|
| 01/19/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I deposited two checks from the XXXX XXXX and XXXX XXXX ( XXXX ). They were rather extensive checks, totaling almost {$100000.00}. Almost immediately, USAA shut down my account, accused me of fraud, and said they were " terminating services '' with me. After three weeks with no access to my money, they unfroze my account and decided to keep doing business with me w/o stating that. I inquired about the two checks I deposited and was told they were " returned to their maker. '' XXXX said they would not reissue the checks until they received the two original reviews, which they have not. I have called USAA multiple times, specifically XXXX at XXXX, ext. XXXX, who had been updating me regarding the status of my accounts that they froze and who is the one that informed me that the checks had been " returned to their maker, '' but she no longer returns my calls. I would have gone to the bank in person to deposit the checks, but USAA no longer offers an in-person bank to do so, only to deposit through an ATM or a mobile app. USAA messed up my finances by closing my accounts for three weeks, and now they have lost {$100000.00} of my money and are absolving themselves of any responsibility. The checks were last in their possession. They need to take responsibility for their actions, find the checks they falsely deemed as fraud, and ENSURE that they get back to XXXX so I can receive reissued checks and deposit them into my new account with a different bank. Essentially, USAA has lost {$100000.00} of my money and is not taking any responsibility for it.
|
| 10/06/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
unlawfully garnished the accounts Financial institution for processing illegal, out-of-state garnishment orders against its my bank account. Financial institution unlawfully froze my account, garnished funds, and sent payments to fake creditors based on out-of-state garnishment fake court order. Its a fake order because it was not a judge or real court meaning being recognized by the state constitution. There is not proof that a real court order exist, a real judgement and writ of execution to collect a debt does not exist. All writs and process issuing from a court of the United States shall be under the seal of the court and signed by the clerk thereof. Also the program that claimed to be creditors are not listed as debt collectors and not registered with the Secretary of State of Florida to do business or to be able to collect a debt. They did not credit me anything, they have not validated any debt or given any consideration to I. XXXX will not allow a statue to be used as a cloak for fraud.
Unlawful garnishment that has injured me and caused involuntary servitude. Financial institutions cooperation with corsairs ( con-artists ) at the expense of me. Also if debt can only be paid with gold and silver according to the article 1 section 10 of the u.s. constitution why did that take currency from my account.
garnishments that are usually designed to make sure people have money left to live on following garnishment. Financial institution left my account balance was left to XXXX balance.
I do not ingress in florida where the fake order was established.
|
| 04/20/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
For the last 2 days, I have been trying to pay my insurance bill with USAA.com. I went thru several representative ( XXXX ; XXXX ; XXXX XXXX, XXXX & XXXX insurance department ; XXXX, XXXX & XXXX ) before speaking with a supervisor named who refuse to give last name. According to XXXX, supervisor, the reason for me not able to sign into my account which is locked was because I applied for credit card back in XX/XX/2018 and I need to send them copies of my driver 's license. I have been paying my insurance thru bill pay since XX/XX/2018 and now they restrict my access. On XX/XX/2018, the dealer faxed a copy of my driver 's license to the insurance department so I could get the insurance. I requested to speak to her supervisor and she said that there was no one higher than her to speak with. She informed me that I will be denied security access until I fax : XXXX or email : XXXX. I get it if they don't want to give me a credit card that's good and well but to deny me access to pay my car insurance online is ridiculous and stupid. I receive notification for my insurance bill from USAA in the mail. I was on the phone on Friday for over 45 minutes on hold and no one returned.
Again on Saturday since XXXX. Received 8 security verification email to verify identity so I could get on. I was able to log on. The next step was the security question and I was told to call USAA. According to XXXX, the security department was closed due to the holiday. However, a male named XXXX claimed he was from the security department. No one should be treated or harass in such way.
|
| 02/04/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
There is something strange on how USAA does their banking for their customersthey show every transaction that clears your account but they do not show you the details on anything they return as nsf. Example : My direct deposit hits my account Bi weekly on Thursday funds are available on Thursday. I paid my mortgage payment on the first of XXXX. Per my mortgage company they submitted the payment to their bank on the XXXX of XXXX and their bank transmitted the payment to USAA on Thursdays to be paid. My direct deposit was in my acct and available on the XXXX of XXXX. I checked online and my mortgage payment had not hit my account as of yet. The next day I see a XXXX nsf fee saying mortgage payment was returned?? How?? My money was available and per online banking my mortgage payment had not hit my account how could it have not cleared. According to USAA they do not show you online or via bank statements on when items are presented or returned to the customers all they show is the nsf fee you incurred. When I asked the agents why they do not have an explanation. So if my mortgage pmt did hit on the XXXX of XXXX when my funds were available I would not know and it is designed for you not to know so you can not fight it. Per their corporate resolutions team they agreed but told me they have been doing business this way for yearsthis is a class action law suit they are doing this to access fees to their customers and you have no way of fighting it since the do not provide details of the transaction. This is deceiving the consumer and something needs to be done
|
| 09/18/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I was a cosigner on my step-daughters car with USAA. USAA said their policy was to contact cosigners if the borrower was not making timely payments. Weeks after my step-daughter had 'promised to pay ' USAA XXXX they sent me a letter saying the payment was not made and it had been reported to credit agencies. I called them, and they said, it was too late to fix it - the borrower ( my step daughter ) did not pay and she continued to promise to pay. I inquired to their policy of contacting the cosigner to make a payment before it was reported to the credit agencies - they said it was an oversight because the borrowed continued to promise to pay when they spoke to her. I was never notified to rectify the issue. I know this is their policy and they have stated this is their policy, it had happened once before and they did let me know before it was too late. This time they failed to inform me until after it was too late, they never called or contacted me via email or phone or text or other means to pay the payment before submitted the late to the credit agencies.
They said it was too late for them to fix it, and if it did indeed end up on my credit, to file a dispute. I filed a dispute when XXXX and they returned the dispute that the creditor said the file was accurate. We ended up paying off the loan in full, so the loan is now closed and no longer outstanding with USAA. But it has effected my credit as a 30 day late and I am fairly livid that USAA could not fix it, did not follow their protocol for cosigners and have now reported my dispute was inaccurate.
|
| 04/25/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
A month ago I contacted the institution and inquired about a rate reduction on my credit cards, in light of recent financial hardships. Upon which, I was informed by USAA agents that the only way they could do a rate reduction was if the account was in the rears and deficient. Following the deficiency, your company would then close the credit cards and afford a reduced interest, in order to pay off the balance.
Three weeks following that conversation, I contacted customer service again, and in fact was late on my payments that were due. The agent then acknowledged the previous conversation, and proceeded to close my two XXXX XXXX cards with USAA, and then informed that she would be transferring me to another agent to adjust the interest rate so the card could be paid off. Upon transfer, the next agent claimed to have no knowledge of any interest rate reduction policy, and refused to help. The fact that the subagent advised, that in order to receive a reduced interest rate, I would have to first be delinquent on my account, is the first issue. The second issue is that in light of the closures, my credit worthiness has been affected adversely and also created a legal detriment to my financial standing. As a result of the subagents advice and actions, the company has violated various federal statutes, to include the FDCPA, and UDAAP, of which provide fines and penalties against the offender, and provide support of compensatory or punitive damages ( or both ) to an affected party, as a result of the wrongful acts of the banking institution.
|
| 09/11/2016 |
Yes |
|
|
|
Web |
Older American |
|
A charge of {$520.00} from " XXXX '' was entered on my USAA Credit Card on XX/XX/2016. I attempted contact with the merchant and was unsuccessful. [ The 'merchant ' is listed on the url as " XXXX '' with which I have no affiliation, nor have I ever purchased or donated to them. The phone number associated with the 'merchant ' is : XXXX. Reverse Lookup shows it belongs to one XXXX, IL XXXX. I do not know this person ... In the meantime, on XX/XX/2016 I contacted USAA to dispute the charge. Though the charge was reversed, at that time, it reappeared on my XXXX statement. I contacted USAA again to dispute and was told that their investigation was 'unable to determine why you believe the transaction is not valid ' [ This in a letter which I subsequently received dated XX/XX/2016! Attached ] I contacted USAA again to dispute the charge on XX/XX/2016. They, in turn, XXXX a replacement credit card and again gave me 'temporary credit ' for the charge.They also agreed to have someone from their fraud department contact me, within 48 hours, to further discuss the issue. The phone call never happened, but I did notice in checking my statement balance on XX/XX/2016, online, that they had reapplied a credit of {$520.00} to my account. That was the THIRD time ... To my dismay, anger actually, I checked my statement balance online again on XX/XX/2016 and found that the charge was again on my account.
I have contacted USAA on numerous times in attempts to resolve this issue and frankly do n't know where to turn from this point as those contacts have proven fruitless!
|
| 08/29/2015 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
Older American |
|
On XXXX/XXXX/XXXX we received our USAA credit card statement in the mail and discovered a charge for {$590.00} from an XXXX store in XXXX XXXX. They live XXXX miles away from XXXX XXXX and they have a XXXX XXXX XXXX blocks away from their home so they would never travel that far. They immediately called USAA and informed them of the fraud charge. They were informed to contact the XXXX XXXX and work it out with them. That situation ended up getting resolved and they received reimbursement from USAA for {$590.00}.
There have been many many times that client has tried to make a purchase and they were declined and they had to actually call in and speak with them to let them know it was them so they can allow the charge to go through.
On XXXX/XXXX/XXXX there was a charge for {$580.00} with XXXX XXXX XXXX that they found on their credit card statement they received towards the end of XXXX XXXX. They immediately contacted USAA and they told the representative that the charge was fraudulent and they were told they need to contact the XXXX XXXX XXXX to dispute the charge. They contacted the XXXX by phone and they insisted that client made the reservation and they emailed client the guest folio. It shows client 's name and the price and it shows the reservation was made from XXXX out of XXXX, XXXX. However the USAA representative advised client the charge was made over the phone. We were never really given a straight answer when we asked for evidence surrounding this fraudulent transaction. We have been a long time customer with USAA going back as far as XXXX.
|
| 08/12/2015 |
Yes |
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
My wife and I found a home we loved,, which was listed for {$410000.00}. I called USAA, and we were pre-approved to borrow XXXX percent of a purchase price up to {$410000.00} ( loan amount up to {$420000.00}. ) Based on that representation, we entered into a contract to purchase the home for {$410000.00}.
About a week after we submitted our package of paperwork and ratified contract, a USAA representative contact us and informed us that the underwriters now required a down payment of approximately {$25000.00}. We agreed.
A day after our contracted closing date ( scheduling and timely communication were issues throughout this process ) USAA contacted us and informed us that the underwriters now required a down payment of approximately {$50000.00}. Past schedule to move into a home we had already set our hearts on, we agreed.
I do not recall receiving a Good Faith Estimate, but at closing, the numbers used by USAA on the HUD forms as a Good Faith Estimate were about 15 percent different than the final terms. Again pushed further down the road, we again agreed to modified terms.
USAA later sent us a check for about {$500.00} to bring the difference between their estimate and the closing numbers closer together. The letter blamed the large difference on a " clerical error, '' but contained no substantive explanation.
I understand some numbers my change as this type of transaction finalizes, but we were sold a loan with zero percent down, than accepted a loan with six percent down, and then were finally pushed into a loan with twelve percent down.
|
| 05/14/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
Started on XX/XX/XXXX, when a charge of {$1800.00} was made at a target in XXXX, Delaware. I called because i saw the charge and i disputed and they were supposed to lock my account. But the account was not locked so on the XXXX of XXXX, two more charges were made at a XXXX for {$770.00} and {$1800.00} in the same state of Delaware. Mind you i live in Virginia and i just got back from basic and XXXX. I've never been to the state of Delaware. USAA told me that i authorized the charges when i never did. Then it continued when they still hadn't locked my account. On XX/XX/XXXX, two faulty checks of {$5000.00} and {$4200.00} were deposited in my account. Then the money was sent out through XXXX XXXX and XXXX XXXX, i called usaa and opened a fraud claim and assured them that i did not cash in these checks. After a couple of days they came to the conclusion the checks were indeed faulty and they would be resent. And since i am the owner of the account i am liable. i lost {$5600.00} of my own money i had before this and now i will have to pay them almost {$10000.00}. The checks do not have my signature on them, and they are from states i have never been in. USAA have concluded my claim and they will not review it anymore. Also i have just received my bonus on XX/XX/XXXX and they are using that to pay off faulty checks i had no business in doing. The checks have my name on it but they are not my signatures, they were also not deposited through my phone. USAA in all honesty have not helped at all and have mislead XXXX with info for three weeks straight now.
|
| 02/22/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
In XXXX, 2022, I contacted USAA regarding a dispute regarding a {$79.00} charge to my XXXX which involved an online scam, for which the XXXX XXXX XXXX a dispute and chargeback process to protect cardmembers.
Per USAA 's instruction, I compiled a letter including very comprehensive evidence which USAA received on XX/XX/XXXX. On XX/XX/XXXX I received the attached confirmation.
On XX/XX/XXXX, USAA asked me to provide specific information that they had already received on XX/XX/XXXX. The documentation was already sitting in a PDF on USAA 's server.
On XX/XX/XXXX, I received the attached correspondence that my dispute had been rejected because USAA had insufficient evidence. When I called USAA, they confirmed that everything had been received on XX/XX/XXXX yet due to the configuration of their computer dispute system, they did not consider the information I had already sent.
I am attaching all 48 pages of correspondence ( 3 files ) with the fraudulent vendor that includes images demonstrating the product they sold was not as advertised.
I am also attaching a XXXX receipt and image of the envelope where I mailed back the product to that vendor.
I have returned the fraudulent product, received no refund from the vendor, and received no relief in the credit card dispute from USAA. It is clear that USAA had all required documentation on XX/XX/XXXX yet USAA will not tell me what additional information they need to process the dispute and has declined the dispute despite clear evidence it meets the criteria for their member protection commitment.
|
| 04/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Good afternoon Sir/Madam I really hope you could help me with my case.
I have a checking account with USAA and after depositing a check from my school, my account got blocked without any communication.
Which really surprised me, since I called them before I deposited the check and they actually raised the credit limit especially for that purpose. A few hours later my account was blocked and still is at this very moment.
I have no access to my money to buy groceries or get gas etc and my husband is XXXX.
I tried to contact USAA over the phone which is the only way of contacting them since they blocked access to the app as well. The phone has an average wait time of 7 hours and 49 minutes (! ) The next physical USAA office is an XXXX XXXX drive, so I cant go there in-person either.
This is unacceptable, especially since it turns out, that I am not the only experiencing this issue ( see other peoples comments on USAAs XXXX site ).
As soon as you are locked out of your account and thus, mobile app, USAA doesnt offer any emergency hotline or other ways of communicating with them in a case like this, other than waiting on the phone for over 8 hours. Even for a complaint you have to wait for over 8 hours. I have been advised that the phone numbers of members with blocked back accounts are flagged and have to wait longer to get someone over the phone.
This is unacceptable and I really hope that you could help with my case, but also, for future references, can have a firm talk with USAA about their customer service in a situation like this.
|
| 12/17/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Back in XXXX, I placed a purchase on XXXX, but it turned out to be a scam. I " purchased '' weights for {$99.00}, but my account was charged {$98.00} by XXXX XXXX. I listed that transaction as fraud until I did a little more digging into the incident and discovered that the place I purchased the weights from is that one who charged me as XXXX XXXX. I explained all of this to my bank and even XXXX XXXX XXXX and reviews showing it was a scam, but they still reversed my credit and kept pointing me to different sections with no one actually doing anything. Now they want to say that it's been too long and they can't refund my money. However, if they would have actually done their job properly in the beginning this would have been resolved within the appropriate timeframe. The second incident was from XX/XX/XXXX where I attempted to purchase a XXXX from a company allegedly in the XXXX by the name of XXXX. My account was charged {$270.00}, but I never received anything from them. Shortly after I placed the order my husband said he thought it was a scam and to call my bank. I called my bank and tried to cancel the transaction. Since that incident, my bank has a new procedure where we can cancel a transaction during the phone call. I don't know exactly why they reversed my credit for this case, but I have repeatedly asked for additional information ( which I have not received ) and XXXX of their documents has someone saying I told them " I had received something, but didn't know what it was '' which is an absolute fabrication on the part of the company.
|
| 03/21/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
In the XXXX years banking with USAA I have now decided to open another complaint out of great concern after reading the article of their being violated. I am one of those people who had a Restitution payment coming for just one account. I actually have XXXX closed checking accounts USAA refused to give me any information pertaining to or a adequate response after sending emails to the executive office at least ten times, calling over fifty times and writing certified letters for a letter showing zero balances on all checking accounts. I gave them as much information as I have.
Furthermore, I spent countless hours and days on the phone away from work and school for my son extremely worried what the XXXX their doing listening to their XXXX lies and story telling. They went on telling me they only opened one of my accounts. Another story, they don't know what I am speaking of. I even heard a whopper of a story that XXXX XXXX was the one who was at fault? USAA has been great at putting the microscope on me for XXXX long years. I am a good customer. I see they " pass the buck '' on everyone.
My deposits as well and holding every dime! The mobile app doesn't say it. If I deposit a 100.00, it used to hold a 100.00. I would buy three money orders for a 100.00 each trying to have some funds registered. Absolutely bananas and I wasn't a check bouncer. My account has adequate funds each month, but I would hear every excuse from the CEO office. I believe this is deceiving as well. It should stipulate this so that I could go put it in at the credit union.
|
| 07/22/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Report # XXXX Attention : Consumer Relations, I recently obtained a copy of my credit report from your service and have found the following items to be in error. I have provided documentation as evidence that the items in question are inaccurate and need to be deleted from my credit report.
Item # 1 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 2 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 3 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account. ( XXXX ) Item # 4 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account ( XXXX ) Item # 5 : I dispute USAA XXXX, I have enclosed the XXXX Cancelling the debt. Please delete this account.
I have attached all documentation and it is also numbered.
Per Section 611 of the Fair Credit Reporting Act, I am requesting that you re-investigate those items indicated, and promptly delete any item that is not valid, is inaccurate, or has outdated information from my credit report.
In addition, I am requesting a description of how the investigation was conducted along with the name, address, and telephone number of anyone contacted for information.
Please send me an updated copy of my report, and notification that items have been deleted. I will consider 30 days a reasonable time for you to validate these items.
Thank you for your prompt attention in this matter.
Respectfully, XXXX XXXX XXXX
|
| 02/19/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I called to file a dispute with XXXX from my acct at USAA. I neve received the merchandise from XXXX and attempted to resolve with XXXX since XXXX the issues no resolution. I decided to reach out to my bank instead and file dispute. Letters requesting docs were sent but I guess issues with USPS delivery issues I didn't get my letters that requested more info. Temporary credit was reversed. I called USAA on XX/XX/XXXX XXXX because saw funds were taken. Was explained dispute was closed because I didnt sent docs. That day rep send request to reopen case and sent me copies of all communications previously sent. I sent requested inf between XX/XX/XXXX & XX/XX/XXXX thru link on USAA app as instructed during that call. Today I called to fll9w up and rep couldnt locate where docs were sent or case reopened and told me another of the credits related to dispute was gon na be reversed and case close since I didnt sent docs. I uploaded several times the same.docs. One charge came off acct ending in XXXX for {$35.00} and three from XXXX XXXX for {$35.00} & one for XXXX. I dont understand the confusion going on. I am frustrated how this is been handled by all parties including XXXX and XXXX. But my bank USAA really dropped the ball. Besides the fact that my notifications in my inbx are not loading up correctly. I can't see some docs and the fact that I have to call and get them send to me again is also frustrating. Taking back mycredits is creating issues sin I have bills to pay and this cod cause overdraw of my accts if not already happened
|
| 04/30/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I have sent multiple disputes to the credit bureaus and USAA, however, this inaccurate account ( Account # XXXX ) continues to report on my XXXX and XXXX credit reports. USAA and the credit bureaus are in violation of the FDCPA section 807, Misleading False Reporting unverified/inaccurate account type, No. of months, credit limit, payment status, last reported, and date last active. This is clearly inaccurate reporting. USAA and the credit bureaus are also in violation of the FCRA section 607, which they must ensure maximum accuracy of the information contained in my credit report. USAA and the credit bureaus did not ensure maximum accuracy. Please remove Account # XXXX immediately. This inaccurate account was already removed it from my XXXX credit report, but it must be removed from my XXXX and XXXX credit reports.
Additionally, USAA and XXXX are in violation of FDCPA section 807, Misleading False Reporting and FCRA section 607 because now the account is reporting as open on my XXXX credit report on XXXX, which is affecting my payment history. How can a charged off account reporting closed on my credit reports, now be reporting open? This is inaccurate and violating the credit reporting laws. This inaccuracy is also affecting me from obtaining any credit. This account also does not show in my USAA pay bills section either, so why is this reporting as open? Please remove Account # XXXX immediately. This inaccurate account was already removed it from my XXXX credit report, but it must be removed from my XXXX and XXXX credit reports.
|
| 04/05/2017 |
Yes |
- Debt collection
- Credit card
|
- Disclosure verification of debt
- Right to dispute notice not received
|
|
Web |
Servicemember |
|
After reviewing my credit report with all XXXX Credit Bureaus ( XXXX and XXXX ) I noticed a derogatory item from USAA Bank on all XXXX Credit Bureaus, " of a debt/charge off for {$6800.00}. '' I sent USAA a certified letter via USPS requiring a signature, requesting " verification '' pursuant to the " Fair Debt Collection Practices Act '' of this debt/charge off for {$6800.00}. '' Verification meaning competent evidence bearing my signature. USAA received my letter on XX/XX/2017. In my letter I requested for them to remove this Account " of a debt/charge off for {$6800.00}. '' from my report if they could not provide me with competent verification of this account with my signature. USAA has not responded to me at all. 0 correspondence and they did not dispute the account with the credit bureaus. This Account " of a debt/charge off for {$6800.00}. '' that USAA is reporting to XXXX and XXXX, all XXXX of the Credit Reporting Bureaus which is affecting my credit scores negatively and preventing me from granting credit. I want this Account " of a debt/charge off for {$6800.00}. '' removed. USAA failed to respond in 30 days of my letter and did not provide me with any competent verification of this Account " of a debt/charge off for {$6800.00}. '' bearing my signature. Id also like to note that I have sent the same letters to each Credit Bureau requesting verification and all XXXX ( XXXX, and XXXX ) have failed to provide me with evidence bearing my signature in regards to the Account " of a debt/charge off for {$6800.00} with USAA. '' Thank You
|
| 06/21/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Fraudulent loan
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I purchased a vehicle I found on XXXX. The vehicle was listed by a dealership in XXXX XXXX Indiana. All pricing/delivery terms were agreed to. The selling dealership proceeded to fax in the documents required for funding. The bill of sale the dealership sent was not the original that I signed. USAA released the funds to the dealership which opened the loan in my name. The dealership committed fraud by not delivering the vehicle. I called USAA as soon as the delivery time was missed ( within a few days ) to inform them of the fraud situation and they refused to help. I uploaded the police report to USAA 's portal and requested the bank 's Fraud department to investigate and cancel the invalid loan. I have no vehicle title to send to the bank as the vehicle that was " sold '' to me actually belongs to it's rightful owner in another state. Now this open loan will show as a lien on a innocent bystander 's vehicle that has no idea of the situation.
My loan contract contains a clause stating that I am giving USAA a security interest in a XXXX XXXX XXXX XXXX but this clause is not met because a legitimate vehicle purchase never took place.
Additionally, I understand that both USAA and the bank that received the funds ( XXXX XXXX XXXX XXXX ) have policy 's and protocols in place to protect consumers from fraud. ( Bank Secrecy Act, 31 U.S.C 5311 / FINRA Rule 3310 ) I have been a USAA customer for over 10 years and both USAA and XXXX XXXX XXXX XXXX failed to protect me as a consumer. I am requesting the CFPB to investigate this.
|
| 04/12/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
Servicemember |
|
I have been a member of USAA for 18 years. I received a letter today dated XX/XX/XXXX that my credit has been lowered to {$7100.00} on XX/XX/XXXX. The decrease is based on my credit score which they stated is XXXX. I make over $ XXXX a year and have other credit cards with balance and make monthly payments and have a great payment history but what USAA is doing is harming my credit abilities and damaging my credit since by lowering my credit limit from {$12000.00} to XXXX with a credit balance of {$6600.00}, my account now show I have a high balance which will now impact my credit score even more. I have been in the process of paying off this card for several months and not using it. I believe because I have only been paying the credit and not using the card this is why my credit has been lowered. Also, if I was such a bad customer then why every time I receive my statement it show that I do not need to make a payment. Well it is because USAA wants me to continue to drive up my balance and for them to make money off the interest. This company is breaching my fair credit abilities along with damaging my financial abilities and potential further job opportunities as a result of them lowering my available credit and hindering my credit score. This practice must be stopped and I feel they are breaking fair credit laws as well as fair lending.
When I spoke to a representative on XX/XX/XXXX, she was unable to even tell me what my previous credit limit was and was extremely unhelpful. She couldn't even help me find my statement on the website.
|
| 06/23/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/2023 ; I received a notice from USAA on my app that my closed checking account was reopened. The letter said " Were writing to notify you that your USAA Bank account ending in XXXX has been temporarily reopened due to account maintenance that needed to be completed, or a transaction or transactions that were required to be posted. '' This account was charged off in XX/XX/2023 due to fraudulent activity due to true name identity theft that was not properly or fully investigated by USAA 's fraud department. On XX/XX/2023 at approximately XXXX. I was advised by a XXXX XXXX from the restricted accounts/collections department that the bank is entitled to reopen the closed account to accept deposits that are not entitled to the bank and take those funds to apply to any debt.
According to Administrative proceedings case number XXXX XXXX, USAA was ordered stop reopening accounts without consumers consent and to conduct fair investigations with respect to fraudulent activity. USAA did not obtain my consent to reopen my old account after closure which the account being closed for XXXX month, any prior consent was revoked upon closure of the account. USAA did not reject an erroneously sent payroll direct deposit which they are required to under Regulation Z which puts them in violation of the consent decree and in violation of criminal statutes of theft by conversion by intentionally refusing to return my property illegally taken by USAA.
The taking of my payroll direct deposit constitutes theft and unlawful conversion of my property.
|
| 07/13/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
USAA never sent a formal communication stating that they intended to collect a debt, in accordance with the fair debt collection act. Instead, the closed a checking account that was overdrawn. The official communication sent regarding the account closure on XX/XX/XXXX states that the account was closed and would only be reopened to accept withdrawals and deposits as required. If required, I would be notified. In all other instances, any deposits would be rejected and returned to the sender after 30 days of the notice.
I spoke with a banking representative with USAA on XX/XX/XXXX to confirm that the account was indeed closed and to ask what would happen to any ACH deposits made to said account. The representative confirmed that the account was closed and that any deposits made would be rejected and returned.
On XX/XX/XXXX, my employer informed me that a trace against an {$590.00} ACH deposit showed that it was not returned. After speaking with XXXX and Checking Services at USAA, I deduced that the bank did in fact keep the ACH and used it to offsets the amount owed on the checking account. I have yet to receive any communication from USAA regarding them opening the account in order to keep this deposit. Additionally, USAA never informed me that they were attempting to collect a debt. Instead, I have communication stating that the account was closes, that deposits made would be rejected after 30 days, and that I would be notified in the event the bank was " required '' to re-open my account.
I am demanding the return of these funds.
|
| 12/17/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
I have been through a complete downhill battle with USAA and their credit card. We have been loyal customers to this bank and had a low balance of {$1000.00} on a {$6500.00} limit card through USAA that they stopped taking payments for last XX/XX/XXXX. We have changed our checking account numbers and tried every method known under the sun to try to pay this stupid card for the past year. Now, they have reported a 30, 60, and 90 remark on my husband 's credit report because THEY will not take the payment. We have added the accounts through the phone, online, etc. I am now trying to pay OFF this stupid card because they are destroying my husband 's credit for no reason other than negligence. In XX/XX/XXXX they decided to close the account without any notification. When asking USAA why they closed this account, to our surprise, they insisted that a letter had been sent that was NEVER received by the address that has been the same for almost 5 years, now. The same issues present itself over and over again. When recently trying to get fees from their end taken off because of " late payments '' from their system that will not accept the payment from our banking account ( XXXX ) we received hateful attitude and discussions about how it is our responsibility and not their issue that the account is late paid .... even though we have proof and offered to show this proof to USAA that they are not accepting our payment! I guess this will have to come down to harassment clauses eventually because we feel harassed and this needs to be mitigated ASAP.
|
| 01/25/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On the XX/XX/XXXX and XX/XX/XXXX, i had XXXX $ withdrawn from my account by atm card with chip and pin was used. I called USAA to report the transactions on the XX/XX/XXXX around XXXXt when i saw the withdrawals. Then when i activated my new card issued to me on the XX/XX/XXXX, the very next day on the XX/XX/XXXX, another XXXX $ was taken from my checking account. Now i dont know if it was the old atm card info that was used or if it was from the new atm card. Only I and the representative from USAA knew the pin number for that new atm card. So I reported that withdrawal that same evening when i noticed it. Well USAA has investigated and told me today that the fraud claim is denied and I am not getting reimbursed the XXXX , which includes atm fees, do there being activity before and after the fraud accurred. I Explained to them that of course theirs going to be activity before and after because I didnt notice the fraudulent activity until the evening of the XX/XX/XXXX and the XX/XX/XXXX. They say that the chip on the card and pin was used so they are saying that i committed the fraud. I have filled out an affidavit that they sent me and also made a police report. Also all the withdrawals were done at the same atm machine near my home. I told USAA that it was absurd that I did the withdrawals and then go and file fraud putting my Social Security payments and my Veteran Affairs payments ( due to me being XXXX XXXX XXXX XXXX XXXX ) in jeopardy if i was making false claims to scam the bank out of XXXX $ when I receive over XXXX $ a month.
|
| 01/05/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I am a XXXX veteran and have a checking account, XXXX investment accounts and XXXX vehicle insurance policies with USAA.
I have been depositing the same weekly payroll check via the USAA mobile app into my USAA checking account, for the same amount and drawn on the same corporate bank for over 2 years without problem. My funds have immediately been available to me in the past.
USAA has begun to " hold '' my checks for the entire deposited amount for 8 days before releasing and allowing access to my funds. Just yesterday I deposited a payroll check so that I could pay a car insurance premium and was stuck with a " hold '' on my check until next week. I had the same thing happen on a deposit XX/XX/2015. The hold is placed on the deposit for 8 days and then the funds are made available.
I had been in the VA hospital and my auto insurance policy is about to be cancelled so I needed to pay it after depositing my check. Now thanks to USAA I will not be able to do that and after speaking with them there is nothing that can be done to reverse this " deposit '' so that I can cash my check somewhere else and conduct my business.
USAA customer service and product policy has become very customer unfriendly to the point that I am cancelling all of my accounts ( auto, investment and checking ) with them.
If you want reasonable and timely access to your hard earned money you should avoid this " bank '' and deposit it into a real bank that has a real branch near you. Meanwhile, I am stuck waiting for this smug " bank '' to release my money.
|
| 08/04/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
-On XXXX XXXX , 2017 I paid all of my accounts with USAA in full.
-On XX/XX/XXXX I confirmed that all of my accounts were paid off in full and found I still owed XXXX on my account -On XX/XX/XXXX I sent in a payment of {$27.00} in order to pay off my Master Card account in full. I confirmed with USAA that the account was paid off in full.
-On XX/XX/XXXX USAA assigned a charge to a XXXX for XXXX . I called them and asked them to remove it as the card had been paid in full. Over the course of the next week I talked to multiple managers at USAA and they refused to remove it. I specifically requested they examine all my accounts with USAA to ensure I was paid in full. I told them I would write a complaint to the CFPB in regard to this.
-On XX/XX/XXXX USAA called to tell me they were going to waive the XXXX . They had already done so as of XXXX XXXX , 2017.
- On XX/XX/XXXX USAA assigned a charge of {$1.00} to the Master Card I had paid off in full on XX/XX/XXXX .
This is clearly a retaliation for submitting a CFPB complaint and an attempt to get money from me for the {$8.00} they " waived '' from the other account. I have asked them to ensure all of my accounts are closed and completed prior to XX/XX/XXXX , and they told me they were. I have paid them in full and they just keep assigning charges to me on an account that they can then assign a late fee to if it is not paid and use that account to destroy my credit rating. They have implied as much in conversations threatening to send these charges to collections.
|
| 07/02/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
During the week ofXX/XX/XXXX, I reached a settlement on the two credit card accounts I have with USAA. OnXX/XX/XXXX, I paid off both credit card accounts with USAA for the settlement amounts, ending in XXXX for {$560.00} and XXXX for {$4400.00}. USAA has reflected the payments I made to the 3 credit bureaus XXXX, XXXX, and XXXX, but refused to report the accounts paid in full and the remaining balance is posted as due and owing. I contacted USAA on multiple occasions and was told I would be receiving a fax, which never occurred. On the most recent call, I was told the fax would take 10 days from XX/XX/XXXX which is an unreasonable length of time ( over 21 days since payoff, if it is ever sent ). I have previously exhausted the dispute process with the credit bureaus and since no letter was provided by USAA I am unable to provide written proof of the settlement. Verbally, USAA acknowledges a settlement was reached and the account was paid. However, they refuse to simply put it in writing on a brief document and provide it to the consumer, and have not updated the accounts as settled with the three credit bureaus. They state it will take 2 or 3 MONTHS to report the settlement! I feel USAA is intentionally delaying since they have received their payments, and this is unfair to the consumer. I paid promptly upon settlement, USAA needs to demonstrate the settlement promptly in writing and with the three credit bureaus. I have attached a copy of my triple bureau credit report which reflects the USAA accounts that are incorrectly reported.
|
| 04/28/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
XX/XX/2023. I am being denied access to {$110000.00} of funds in my checking and savings accounts and permanently locked out of my account with no recourse after moving back to the United States because I have a new phone number. I am being told its for my own protection. I have been a member of USAA for 26 years. I am a military veteran and dependent. We are on military orders to move from XXXX to XXXX XXXX, XXXX After arriving in the XXXX , I called USAA to ask how to wire money from my account to buy a car. I was told they could not verify me because my phone number changed ( XXXX phone numbers do not work in the XXXX, they apparently do not know this ) They would not verify me through security questions or my online password as they always have in the past. I was told to call back for verification and security questions. I called over and over for about five hours until I realized they just locked me out of my account. I was never asked any security questions nor asked my password. When I offered every bit of information I could think of they just kept telling me their computer had No security questions for me. They repeatedly told me there was nothing I could do but get a code from a text they sent to my XXXX phone number which I no longer have. They would not give me the option to send the code to my email. I can not access about {$110000.00} of my own money and I have no recourse with them. I need help, I have no money, and my husband is still overseas for two more months. This bank should be investigated for theft of funds.
|
| 04/03/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Credit denial
|
|
Web |
Servicemember |
|
I was denied the loan at the fault of USAA because the lack of training of the USAA representative so I wrote a letter to the office if the CEO, I was referred to a resolution group, the manager to the office of the CEO ( XXXX XXXX ) only said the representative was reprimanded but granting my request of financing my vehicle after the representative mistake was not going to happen. I was at the table to sign for my car loan because I was told by one representative that I was granted an extension because of the vehicle was being built and it did not have a vin number. Once I was denied, my credit had to be ran between 5-7 times to try and find anyone to finance my vehicle.but my credit was destroyed after the multiple Hard Inquiries within so little time. I suggested to them to resolution manager to finance my vehicle with a very low interest rate and make my payments back to what I was offered to pay {$670.00} but I was denied the request by XXXX and instead checking what could be done, I was immediately shut down and no resolution was even offered but I left to pay a different bank {$1200.00} for my vehicle. I thought this entity was supposed to help veterans but instead not owning up ti their mistake and fixing the problem. Ive tried contacting them to speak ti a different resolution manager even when I made a request not to speak to XXXX XXXX but always ended up talking to her and left very angry. I also found out that I wasnt the only veteran that suffered from the pitfalls of USAA.
Thank you Respectfully A very concern veteran
|
| 11/29/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I was a victim of loan fraud back in XXXX and have opened many investigations into such trying to get my money back. USAA gave me a provisional credit while they processed my investigation and then before I had the opportunity to provide all documents to show them the validity of my complaint closed the investigation and took the credit back. This left my account with a serious negative balance and any transaction that processed after the fact I was charged NSF fees for putting me further behind. I had to open a new bank account so I could pay bills and provide for my family. I get VA benefits sent to this account and changed the account information, but not before the VA processed a deposit. All of that money went this account which essentially is lost to me and we were out another {$260.00} on top of the {$680.00} plus all the NAF fees that have incurred. I contacted the bank asking for that money back as we are already struggling with Covid and loss of hours. USAA basically ignored my request to send that money back to me as well as any request to break that {$680.00} up from that credit so I might keep my account open and put food on the table. I requested assistance with stop payments, put a freeze on my debit card, and requested my whole account be frozen as I am still investigating fraud. Clearly USAA ignores my request and have been charging ridiculous fees and keeping any and all deposits or refunds that have been processed. My benefit money is used to assist with my bills and we are desperately struggling with all of this.
|
| 07/20/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On Monday, XX/XX/XXXX, my partner transferred {$100.00} from his personal checking account at XXXX XXXX to our joint checking account with USAA. A few hours after the transaction ( appx. XXXX XXXX ), I received notification from USAA that I needed to " verify '' the account/transaction. I immediately logged onto my account and verified the transaction as valid/authorized. I never received another notification from USAA after that date/time. On Wednesday, XX/XX/XXXX, at XXXX XXXX ( EST ) I arrived at our lawyers ' office to complete a closing on our home. I logged into my account at USAA to print out my bank account information to verify that my balances were as reported. At this time, I learned that I was locked out of all my accounts under my profile. When I called the toll free number provided to me with the lockout notice, I received a recording that the bank was closed. This was a typical business day, so I couldn't understand how the bank could be closed. Finally, after 8 attempts to call, I called the toll free number and didn't provide my profile information to the automated system. Now, the nightmare begins. No one could explain why the " high threat alert '' was triggered by an automatic system and not monitored by a fraud alert specialist. No one could explain why I repeatedly received a message that the bank was closed. It took 49 phone calls over two days to resolve the issue! I was promised three callbacks along the way - never happened. There is no accountability, a complete lack of training, and dismal leadership.
|
| 03/24/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
Last year I found out my daughter had some fraudulent charges on her USAA checking. When we initially opened the account she was a minor and the account was put under my name. Last year I was checking my accounts and noticed that there was a check deposited for around {$10000.00}. There were also XXXX charges to XXXX different XXXX for about {$3000.00} each. I immediately contacted my wife to cancel the card ( I was stationed in XXXX at the time ) and I called the USAA fraud department to file a claim. Over the next few days we waited for someone to get in touch with us to figure out what the problem was. During this time my daughter made a police report to the XXXX Texas Police Department.
A few weeks after the fraudulent activity I noticed I did n't have full access to all my USAA accounts ( Car Insurance, Home Insurance, Credit Cards, and banking ). Once again I called to see what the problem was. That 's when I found out that USAA was holding my daughter and me responsible for paying back the funds. I 've pleaded to them numerous times about why we 're being charged for something we had no knowledge of. All the reps I have spoke with said my daughter was not the one who did the fraudulent charges, but somehow she was still negligible.
Their security practices are terrible. My wife has been issued numerous bank cards because of security issues. My son had a fraudulent charge in XXXX when he was at college in XXXX.
I 've been with the company for XXXX years and I 've never had any problems until I started banking with them.
|
| 12/22/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
In this day and age of electronic payments, there is NO way that USAA Savings Bank/USAA Federal Savings Bank needs 7 to 10 days to process my monthly electronic draft payment. I pay our XXXX bill using electronic draft from my checking account every month, with payment always set prior to the due date, often a week to 10 days prior to the due date. I pay in full every month, and have done so for the over thirty years I have had a credit card with USAA. The payment amount disappears from my checking account on the date I have set the payment. USAA, however, does not release our credit limit for up to TEN days after the funds disappear from our account.
If this were a paper check, I would have some understanding of the need to confirm that funds are available in my account, and that process taking several days. However, there is NO way that USAA doesn't have those funds almost instantaneously, and certainly within one to two days of the electronic draft date.
When USAA does not fully credit our account with this payment ( which, again, is drawn electronically and immediately from my checking account ) and release our credit limit, however, I can not use our credit card. It causes real hardship during times of year, like XXXX, when we are making large purchases and need a credit card to do so. If USAA has my previous payment in their accounts, I should be able to use our account up to the full credit limit ( minus whatever outstanding balance we have accumulated in the interim period between the statement date and present date ).
|
| 09/06/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
I noticed XXXX fradulent charges on my account in XXXX 2016, and immediately reported it to USAA. As I still had physical possession of the card, I attempted to find out where my card information had been compromised, and I became convinced that it was via an online auto parts store I had recently used which lacked proper SSL authentication. When attempting to contact the parts store, I received no response, and subsequently reported these charges as fradulent to USAA.
The following week, the parts actually arrived, and I immediately contacted USAA to ask them to re-authorize the charges ( approximately {$1700.00} ), as they were valid.
This has led to an absolute nightmare, as that {$1700.00} has been credited to and debited to my account over 11 times over XXXX billing periods during the past 4 months. USAA insists that I never paid the {$1700.00}, despite numerous attempts to prove that this is impossible given the numbers shown on the billing statements. During these XXXX billing periods, I made purchases on the card totaling {$5100.00}, and paid {$4700.00} in bills, thus I owe USAA {$390.00}.
USAA however, insists that I owe them {$980.00}, and I have also been told that I am actually coming out ahead, as that number SHOULD be {$1300.00} ( as they admit that their accounting is inaccurate ). I have been insistent for over 4 months about what I owe, and I simply want to pay the {$390.00} to settle the accounts. This has proven impossible, and I refuse to pay more than I actually charged to the card in goods and services.
|
| 05/24/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
This is related to checking and credit card accounts with USAA.
USAA will not allow me to make any changes to my accounts online. I can only view account information, but make no changes. USAA says this is because I owe them {$370.00} as a result of overdrafts. I can not modify my auto insurance. I am making payments on a credit card I had with USAA, I can not change or in any way adjust the amount I am paying because I do not have the ability to do so. The only department that can change this is Collections. Collections does not allow communications through any medium other than phone and wait times average over 30 minutes. They will not communicate through email, messaging or even paper correspondence. I have been unable to reach them due to the extended wait times on the phone ( this is the norm according to related internet forums ). In addition USAA began withdrawing from my checking account WITHOUT MY AUTHORIZATION when the debit card I was using to pay became compromised and had to be closed. Until last year I had no electronic access to my XXXX XXXX XXXX XXXX account as they refused access because I had declared bankruptcy. That is now fixed as a result of the CFPB 's action s ( Thank you ! ). I dispute the {$370.00} charge but can not get it resolved as I can not reach Collections. I need to change my credit card payment but can not as USAA will not allow me to modify my accounts online. I wish to modify my auto insurance but can not do so as USAA wi ll not allow me electronic access/changes to my accounts.
|
| 01/21/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
This is a continuation of complaints XXXX, XXXX and XXXX USAA called my wife on her XXXX phone this morning in XXXX ( XXXX XX/XX/2023 ) and she called back and authenticated with her USAA ID. Despite the fact that they called her on the XXXX number on our account and that we submitted ( and they confirmed receipt ) of our passports, her residency card, and military orders showing our current location, they claimed they were not able to authenticate her identity. And I even sent our recently filed taxes ( I literally just filed it on XXXX XX/XX/2023 and it was confirmed in receipt by the IRS ) since the customer service agent that I talked with yesterday needed to confirm income ( I told her I am the only one with income in our family ). So they also have this as well.
Despite the fact that I have called and talked with customer service half a dozen times since they froze both of our cards, provided them with the aforementioned documents, authenticated with my full credit card number and information and social security number and now even them talking with my wife on the XXXX phone number associated with our account ( even though we took charges to have the call with a US number ) and she authenticated with the USAA ID, they stated they do not have enough information to authenticate us. This is beyond ridiculous and they apparently are choosing not to recognize government identification. I am reaching out to a lawyer to discuss my next steps as soon as I can reach one ( Ill have to find one I can talk with on Saturday ).
|
| 07/05/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
|
|
My credit card is issued by USAA ... I also have it linked to my checking account for overdraft protection.. ..
MY MISTAKE .. {$1900.00} taken out on XX/XX/XXXX .... I immediately paid the monies back to the bank very next day XXXX I also made sure to make my required payment. AND made sure there were no new charges or overdrafts ...
I have 0 % balance on monies already on the card. Each month afterwards they have been applying about 40 % of any ADDITIONAL payments I make to the 18.6 % credit balance and NOT the entire extra payments. This has lead me to be charged interest each subsequent month. I have called in about this several times to no avail.
I do NOT make extra charges against the account. NOT getting more overdrafts and my extra payments are several $ 100s of dollars In fact XXXX extra payment totaled {$900.00} and XXXX payment total {$2000.00}. I called USAA XXXX months in a row. Asked them if they understood The Credit Card Accountability, Responsibility and Disclosure Act of 2009 and that my extra payments are supposed to go towards the highest payment amount. Was told that only a portion has to go towards highest interest as long as I had a balance on the card .. even though that balance is 0 %. They are aware am not making any new charges!
I gave them a chance to correct the problem and was told that they will continue to split my EXTRA monthly payments as they see fit. Requesting this stop and ALL interest be refunded back to me. Have been instructed by the USAA Agent that my account has been noted.
|
| 04/15/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Confusing or misleading advertising or marketing
|
|
Web |
Servicemember |
|
On XXXX XX/XX/2023, at XXXX, I received a call from a gentleman who stated hes from the office the XXXX and this call is being recorded and I responded that I am not worried about it. I let the gentleman talk and he goes on to say that USAA was not responsible for the pass hard charges from the other auto agencies but he was finished, I told him that USAA was the cause of the ripple effect that caused the embarrassment and humiliation that my family has suffered. As well I explained to him that it was the lack of complacency or training that the representative had which caused the problem. He responded by saying that neither him or USAA could make any promises of granting me the loan if I refinanced but said that they overturned the credit check after his representative made the mistake. I responded to him that USAA made the mistake and have not apologized for making the mistake or making any attempt to make the situation right. I also responded by saying that I do not think that USAA will intend on making this right by me but hoping it will just go away. I told him that to continue this conversation is useless unless they are will to do more for the veteran instead of XXXX them over. I also said that I did not make the mistake and I did everything that I was instructed to do by other representatives even up to the point of being at being at the table to make a purchase and being embarrassed by USAA! Again it was to no avail if not getting a resolution! I asked does he have a boss and if this could be presented to a them.
|
| 06/30/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
I got a secured credit card with USAA a year ago. I set it up to automatically pay itself through my bank account, also with USAA then I had credit card fraud on my Credit card and I notified them, they canceled that credit card and issued credit back to my account for the fraud charges I noticed at that time that my automatic payments were not going through and I called. I was placed on hold so they could research but they never came back on the line. I called back on Thursday, and ended up on hold for a very long time while they researched with their back office and they came back and told me that the automatic payments cancelled when the fraud was credited back onto my account and that their system recognized those credits as payments instead of a fraud reversal credit and the auto payments stopped and nobody in USAA had identified this as an issue nor bothered to fix it. They never put the automatic payments back on, even though I called multiple times about this and this resulted in them counting me as delinquent, and now is reporting on my credit.
I tried reasoning with them and asking how they can make me suffer consequences for fraud, which wasnt my fault, how their system recognizing fraud credits as payments is something that I as a consumer am being held responsible for. This is SECURED credit, its my money to begin with and yet not only did they charge me increased interest, and penalties, they are defeating the purpose of my even having a card to rebuild credit because of their FAULTY SYSTEM this is not ok
|
| 06/07/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
Servicemember |
|
In XX/XX/2014 I was an XXXX XXXX member ( XXXX XXXX ) with theXXXX. I purchased a used car and used USAA to finance the loan for the car purchase in the amount of {$12000.00} with an interest rate of 16.99 %. At the time i was new to auto purchases and lending and did not have any knowledge in regards to what an acceptable and reasonable auto loan interest rate would be, so i accepted the loan. Now 5 years later i have become more financially knowledgeable and have learned that 16.99 % is a predatory rate for auto loans and i feel i was preyed upon by USAA in addition to them violating the Military Lending Act. I am now in XXXX status with the XXXX XXXX and my financial situation has also changed drastically since i am now XXXX XXXX to further my long term career. Since then the vehicle has suffered some trouble and is a non-operating vehicle, so currently i am paying {$280.00} per month on a vehicle i am not able to use and is still subject to the 16.99 % interest rate. My remaining balance is {$5000.00}. I have reached out to USAA to try and work out a solution and they have told me that the only options are for me to default on the loan which would impact my credit score negatively or continue to make the payments and surrender vehicle and that would also impact my credit negatively. I have offered to surrender the vehicle in exchange for the remaining debt being wiped but they have declined and have refused further help. Any help you can provide is greatly appreciated. Please contact me at XXXX with any questions.
|
| 06/12/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
We completed a refinance through USAA. The refinance processed a few days prior to when our auto pay on the old mortgage was set up to pay. Even though the original loan was paid off, our auto pay for around {$3000.00} went through in early XXXX. I called USAA around 10 times between XX/XX/XXXX and XX/XX/XXXX to inquire about when we would be refunded that money. I received different answers from different people but most said it would automatically go out 30 days after receipt. 30 days after the payment i called again and the check still had not been issued. No one knew why and the rep said they would take care of it. XX/XX/XXXX, still no check so I call back. Different person says check still hasn't gone out they don't know why, will talk to a manager and follow up with me. It is now XX/XX/XXXX, I call back after receiving no follow up and the manager 's inquiry has gone no where and no one knows what happened. The person I talked to this time says she thinks the refund will go out on Monday but she will have to call me back Monday to verify. No one at USAA has any idea what is going on and at this point they are holding my money XXXX. If I can not pay my bills or my mortgage because they have my {$3000.00} are they going to refund me? The scariest part is I caught the error. I am not sure they would have ever given me my money back ( they still might not ) unless I had caught it. I feel they have been dishonest and have kept my money XXXX while providing me no resolutions, updates or compensation for this hardship.
|
| 06/03/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
RE : Experian Report # XXXX ; TransUnion File # XXXX On XX/XX/XXXX, I sent USAA a letter requesting am investigation under FCRA Section 623 regarding tradelines I previously disputed with XXXX and XXXX. These inaccurate tradelines were incorrectly verified by the credit reporting agencies.
My letter ( attached ) included report numbers from the above-mentioned bureaus ; my name and address ; the account numbers as listed on the credit reports ; and the relevant pages from my XXXX credit report ( attached ).
This letter was sent via Certified Mail, Return Receipt. USAA received the letter on XX/XX/XXXX ( # XXXX, attached ).
On XX/XX/XXXX, I received a response from USAA ( attached ) dated XX/XX/XXXX indicating that my dispute was frivolous and requesting the " specific accounts '' and " an explanation of the basis of the dispute. '' I object for two reasons : ( 1 ) All requested information was provided in my letter of XX/XX/XXXX ; ( 2 ) According to the FTC, the Fair Credit Reporting Act allows USAA to determine that a dispute is frivolous or irrelevant under certain circumstances but requires them to notify the person who made the dispute of that determination within 5 business days of receiving the dispute. This means that a letter determining my dispute to be frivolous should have been mailed by Friday, XX/XX/XXXX. USAA 's letter to me is dated XX/XX/XXXX, was postmarked on XX/XX/XXXX ( envelope image attached as Exh. " B '' ) and received on XX/XX/XXXX. Therefore, USAA has violated my rights under the FCRA.
|
| 04/05/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/2023, USAA withdrew {$2500.00} from my checking account for a teller 's check that I requested. It is roughly two weeks later and they literally have no idea where the check is other than they supposedly mailed it via USPS. They did so without any form of basic tracking, and have said that if the check is lost or stolen that they have to wait 90 days to cancel the check and return the funds to my account.
I am honestly appalled that a bank that is supposed to be serving military families thinks it is remotely appropriate to handle thousands of dollars of other people 's funds so recklessly.
They never let me know that the funds would be sent without any form of tracking and that I was assuming the risk that the funds could go missing in the mail without any way to rectify it before 90 days.
The fact that someone in a position of leadership signed off on these practices shows how clueless they are in terms of the needs of military families. A new enlistee could be requesting a check to purchase a new vehicle, only for the funds to go missing and USAA saying " that's too bad. Contact us in 90 days. '' While I was personally never advised that the funds would be sent without tracking, USAA should not even let anyone consent to this form of funds transfer because they should be looking out for their customers.
Even if I receive the check in the mail today or sometime in the next few days the entire situation is completely unacceptable. I am submitting this complaint so it does not happen to anyone else.
|
| 12/24/2021 |
Yes |
- Payday loan, title loan, or personal loan
- Title loan
|
- Can't contact lender or servicer
|
|
Web |
Servicemember |
|
This is my second cfpb complaint. My name is XXXX XXXX and I owner- retain purchased my vehicle back from USAA after it was totaled XX/XX/XXXX. I still to this day have not received, nor has the MD XXXX, gotten the proper OWNER-RETAIN SALVAGE TITLE PAPERWORK, so I can register my vehicle. My temporary tag expired XX/XX/XXXX, it is almost XXXX, and USAA / XXXX ( the company they use for totaled vehicles ) has not completed the proper paperwork so that I can register my vehicle. I have called about this issue constantly, emailed constantly, even stopped by the XXXX in XXXX, Maryland that I purchased the vehicle back from & the same answer, it's being worked on & I have to wait, it's been 1.5 years & still no one has given the XXXX, or me, any type of OWNER-RETAINED SALVAGE TITLE paperwork. I paid for my vehicle in full to USAA 1.5 YEARS AGO No problem, on the spot, and again no one at USAA has fixed this, oh yeah, & this is my second CFPB complaint, for anyone that didn't read the start! My second complaint for such a small issue for the Large corporation USAA, and this is their customer service they are presenting to consumers, I just have to say this is the worst XXXX & XXXX customer service that I have ever dealt with. I have never called, emailed, stopped by offices about the same small issue and no one has fixed this. I just want to put a license plate on my vehicle and drive legally without receiving tickets or towing. I've had both happen already because of not having a valid md registration. This is ridiculous
|
| 07/11/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
United Services Automobile Association ( USAA ) Federal Savings Bank debited my checking account twice for the same check number. I found the banks mistake quit by accident. when reviewing my monthly checking account statement i noticed the same check number processed twice for the same amount of money. The first time on XX/XX/XXXX for {$150.00} and second time on XX/XX/XXXX. I reported the banks error to them and they have since credited my account for their {$150.00} error. In conversation with the bank employees, they told me that this situation has been reported to them by other clients in the past. When asked if the bank every finds the mistakes, I was told NO, each time the client is the one who reports the error.
I asked how many times the mistake has been made in my account without me catching their mistake and I 'm out the money. They said there is not way of telling. They also told me that each month on my statement it says to review the statement and report any errors to the bank. That was the method the bank employee explained I should prevent this situation from occurring. I told them that a bank should have checks and balances that prevent this from ever happening. I do n't claim to know anything about the bank accounting best practices but I would think they have computer software that would prevent or alert them when this situation happens.
The USAA bank person gave me no assurance that it wo n't happen again.
After I reported their error, no bank person contacted me to say what caused the situation.
|
| 10/14/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
i received an email offer from USAA that stated if I setup direct deposit of XXXXand it totals XXXX or more o would receive a XXXX cash incentive XXXX. I accepted the offer prior to the deadline but it would not work correctly on the website. XXXX I called and spoke with several representatives and was told that there were issuew with the website. So I explained to the rep what I called for and I was INFORMED THAT DUE TO ME ALREADY HAVING A SAVING ACCT with them that I do not need to setup a new checking acct I can setup my direct deposit to my current savings acct and I would qualify. The rep assisted me in setting up the direct deposit. I called back a few days later and spoke with a rep and they confirmed that everything was setup correct and I am qualified for the incentive. When I did not see the deposit at the time I was informed it would be in my acct I called the bank that then I was told I do not qualify for the XXXX incentative.
I have spoke with over XXXX representatives about this issue and no one wants to honr that I was given incorrect information and that they should honor what was told to me. I asked the representative can they pull up the recorded phone conversations and all of them stated that they have no way of retrieving the conversation. I am not the only customer with this issue of being told incorrect information. If you look at there XXXX Service Board there are other individuals that are upset about being given incorrect information and not receiving there XXXX dollar incentive as promised
|
| 01/15/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
Sometime in XXXX, on the advice of a USAA customer service rep, I analyzed my XXXX account for any fraudulent activity such as unauthorized debit transactions and withdrawals. Upon completing this, I discovered many unauthorized transactions and atm withdrawals that I am certain I did not initiate. I notified USAA and filed a dispute on the transactions that I discovered to be fraudulent. USAA investigated these disputes and issued me credits and/or refunds for the disputes found in my favor. However, I recently discovered something very troubling and disturbing regarding the funds in my account. After checking the budgeting tool on my checking account transactions page, I noticed that the total income versus spending is off by {$29000.00}. As of XX/XX/XXXX, my total income received since opening my account is {$220000.00}, and my total spending is {$190000.00}. To my understanding, income includes all monies that are credited to your account such as XXXX payments, employment income, interest, check deposits, refunds, and electronic transfers. On or about XX/XX/XXXX, I contacted USAA to file a dispute unrelated to this issue, I then inquired about this huge discrepancy and the agent informed me that it could be due to transactions that are still pending. I told him that's impossible considering the substantial difference that exists between spending and income. I have concluded that my money has gone missing somehow and, as a result, I would like for this matter to be investigated to the fullest extent of the law.
|
| 03/16/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I received a call from USAA on XX/XX/2023. The caller ID said USAA and the number calling was their main number ( XXXX ). I was told someone was trying to access my accounts. They asked if I had made these purchases at a XXXX and XXXX XXXX in XXXX XXXX, CA totaling around {$900.00}. They asked me to log into my account to verify if these charges were on my account and to verify if there were any other unauthorized payments made. They asked to confirm my pin with them and then thats when I received an alert saying there was a wire transfer initiated. They alert was from the USAA automated text response system. He told me that someone was trying to wire transfer {$9600.00} from my account. He said I should be receiving a 6 digit pin and to verify the pin with him. He said he was going to start the investigation and recall the funds. After a short hold he said another transaction for {$8300.00} was happening and asked if I authorized it and if I knew the person ( XXXX XXXX ). I said no and he said I will get a security pin texted to me and to verify that with them. He had asked for me to go into the wire transfer history to see if his recall had stopped the transfer or if the transfer was completed but I had bad service and it wasnt loading. After a while I just hung up and called USAA under the same number ( XXXX ) and told them what had happened and USAA said that that wasnt them and that scammers most likely spoofed their phone number. That is when the real USAA started an investigation and recall on the transfers.
|
| 02/05/2023 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Charged fees or interest you didn't expect
|
|
Web |
Older American, Servicemember |
|
We have auto insurance thru USAA. Our policy renewed every 6 months. State of Kentucky charges taxes on the policies. Our XXXX XXXX, XXXX, KY charges 10 % as well. USAA requires us to pay these taxes upfront on the first premium rather than prorated monthly. USAA charges a fee of 15 % of the policy they say, to collect for the XXXX, XXXX, KY. Per state they say that USAA can charge a fee, but was also puzzled as to why taxes wasnt prorated. In prior years they were and I wasnt aware of a fee from USAA. It was only noticed when my bill increased largely and I am to pay {$430.00} next month. ( Taxes are totally up to be over {$300.00} a year ). They ( KY ) checked the numbers to insure the state and local % was correct but was silent with the answer on this question. I personally believe that this problem stems from XXXX not accepting this but rather want upfront. Something that is beyond our control as far as laws ( XXXX ). So the question is ( 1 ) why such a big fee of 15 % by USAA. ( 2 ) Is XXXX, KY the problem? ( 3 ) Is XXXX receiving a portion of this fee ( They made over {$450000.00} for 2021 on premium taxes ) " There is also a collection allowance that may be added to the local insurance tax by the insurer to offset the cost of collecting the tax for the local governments. ( Key words ) This allowance is limited to 15 % of the tax or 2 % of the premium, whichever is less, and it usually appears on the premium notice as part of the local tax. " -Insurance institute of XXXX My son has XXXX, so they do the same.
|
| 04/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
The following accounts and their respective creditors are in direct violation of the FRCA laws put in place to protect me as a consumer in this country. I have contacted by phone, and mail addressing my concerns regarding these fraudulent accounts formed as a direct result of identity theft, and there was no response or solution given as far as rectifying my issues is concerned. Please see below the accounts/creditors referenced above.
XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX XXXX Acct No. : XXXX Below are the following US Code violations these entities have committed.
16 CFR 681.1 ( 2 ) ( iv ) 16 CFR 660.4 ( b ) ( i ) 16 CFR 660.4 ( b ) ( iii ) 16 CFR 660.4 ( d ) ( 1 ) 16 CFR 660.4 ( e ) ( 1 ) 16 CFR 660.4 ( e ) ( 2 ) 16 CFR 660.4 ( e ) ( 3 ) 16 CFR 660.4 ( e ) ( 4 ) 15 USC 1681 ( i ) ( 7 ) states that the consumer reporting agency shall provide to aconsumera description referred to in paragraph by not later than 15 days after receiving a request from theconsumerfor that description. 15 USC 1681 ( i ) ( 8 ) states that the deletion of the information should also come within 3 business days, and 15 USC 1681 ( i ) ( 8 ) ( a ) states that I must be informed by telephone of the deletion, which would show this bank is in direct violation. As Ive yet to be contacted via phone by any of these entities and they continue to report fraudulent accounts to my consumer file.
|
| 07/28/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I posted a car for sell on XXXX in XXXX. I was contacted by someone who claimed to be interested in buying my vehicle. They convinced me to give them my routing and account number so that they could make a deposit into my account. That person then deposited {$5000.00} into my account, then within one day withdraw {$5100.00}. I was banking with USAA, the bank did not place a hold on the check which is a common practice. USAA contacted me and notified me that they were conducting an investigation on my account and that they believe that I was being scammed. A few days later, I was contacted again by USAA and informed that my account had been suspended and that they found me responsible for the negative balance. I was a advised by consumer affairs to file a police report about the money that was stolen from my account. I filed the report and provided it to USAA. I was told by USAA fraud department that they would continue the investigation into my account and since XXXX I have not received any updates regarding the status of my account. When I contact them they refuse to provided me with any information. USAA now refuses to do any business with me and they have reported me as having a negative banking history with other banks as well. I do not feel that USAA conducted a proper fraud investigation into my account. I would like for them to have provided me with much more communication regarding me account. USAA was my primary banking institution and this incident has caused and continues to cause me financial hardship.
|
| 11/30/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Credit card company won't increase or decrease your credit limit
|
|
Web |
|
|
I have a USAA VISA credit card because my dad was a XXXX XXXX veteran ( now XXXX and I am an XXXX ). It had a good credit limit that I could use in emergencies, like purchasing an airline ticket... but since my military veteran XXXX died, USAA dropped me because I am not in the military -- but reinstated me when I reminded them I am still a son of a military veteran. Interestingly, just like previous years when my military veteran XXXX was alive, I didn't use the card ( but kept it for emergencies ), USAA killed my credit limit to a measly {$500.00} and refuse to raise it ... claiming the credit card bureaus are giving them a very poor rating ( outright lie, see attachment ). I am retired, but currently have over an XXXX credit score by all XXXX bureaus, and have over a XXXX dollar net worth. All bills paid on time without exception. My retirement withdrawals from XXXX was reported to the XXXX to have over {$100000.00} income. USAA has XXXX reason to not increase the credit limit to where it was prior to my military veteran dad XXXX As it is, I might be able to buy gasoline, but hardly anything more because of the extremely small credit limit. Ever since my military dad died, USAA has been trying to get rid of me ( discrimination ). USAA refuses to tell me over the recorded telephone as to what the credit bureaus supposedly reported, but said they are sending me a letter stating the reason for their discrimination because I have perfect credit reports from all three bureaus. XXXX XXXX puts me at the XXXX score!
|
| 07/06/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
On XX/XX/2021 I sent 10 pages of confidential and highly personal information to USAA Federal Savings Bank via Certified USPS Priority Mail as per their forms/contact address to establish Power of Attorney for my 5 banking/insurance accounts with USAA FSB. On Friday XX/XX/2021 @ XXXX I received an email from XXXX XXXX, USAA XXXX Fulfillment Specialist writing to state my POA request could not be completed or established because of missing pages. ( The mailed documents included 6 pages of very personal info per USAA form and 4 page copy of my legal Will- notarized by my attorney on mailing date XX/XX/2021 ). The email from Ms XXXX contained no information on what pages or documents were missing, nor how or when they went missing. I was advised to go to online account and submit forms or call the main bank number for assistance. The online forms were the same documents mailed! There were no communications in my bank account inbox regarding the events.
To date, Ive sent 4 emails, made 4 phone calls - one answered- and after more than 8 minutes the CS rep ( XXXX is? ) advised my call had to be transferred to a Banking Specialist. After waiting on hold another 15 minutes, I was disconnected. Subsequently I contacted USAA via the online chat. ( This chat is saved ) ; after 22 minute chat, rep again could only advise a phone call to a Banking Specialist. I am unable to discover what personal and confidential information is missing or other breech of privacy events may have occurred from USAA and their representatives.
|
| 03/22/2017 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Shopping for a loan or lease
|
|
Web |
|
|
My name is XXXX I 'm with XXXX out of XXXX, TX. We are a franchise XXXX and XXXX motorcycle dealership. I had a customer ( member number XXXX ) bring me drafting instructions from USAA for a motorcycle that we sold him. I titled the motorcycle and faxed all necessary paperwork to USAA expecting them to honor the draft the customer brought to us. 2 weeks after I had already given the motorcycle to the customer, and titled and registered it. I find out ( from the customer, not USAA ) that they will not honor the draft. The customer was unaware but he filled out paperwork for an auto loan and not a motorcycle loan. He was unaware of this at the time or he would have corrected it, it was not his fault. The fault lies with USAA 's loan officer, they had the VIN number and should have been aware of what they were buying before producing the loan document. USAA is unwilling to take any responsibility for the flaws in the way they conduct business. So, now here I am as the dealer with a sale that fell through that we worked so hard to earn and a motorcycle that is not in the same condition as when we sold it, and instead of making a profit I 'm at a {$650.00} loss on the deal because I 've already paid taxes on it. Also, my poor salesman that worked so hard on this deal will have a negative sales commission on his next payroll.
Needless to say, I will not do business with any customers that come in my dealership with a draft from USAA. I will make them find financing elsewhere if they want to purchase anything from us.
|
| 07/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have several bank accounts with USAA including XXXX that I share with my son and one I share with my sons father which is used to transfer child support payments and cover purchases for my son. On XX/XX/2022, I attempted to withdraw cash and the ATM said I had insufficient funds which I know is incorrect because I had just checked the account the day prior. When I tried to contact customer service using the chat feature it did not show that the accounts existed and said I did not have any accounts with USAA. When I attempted to call, I was immediately transferred to another line without explanation to speak to a XXXX and have thus far been on hold for XXXX hours waiting to find out what the issue is. I have received no communication whatsoever from USAA about why this is happening and can not access my funds or any accounts. It is clear based on the hold time they are aware there is some problem, and I feel it is wrong to withhold access to all of a customers resources without explanation. It would be appropriate to send a electronic notice, text message or other communication letting people know if there is a technical issue or any other reason their funds can not be accessed. This problem is very bad timing over XXXX of XXXX weekend when many families are traveling and the fact that USAAs customer base is the military and veterans makes it all the more appalling. As a XXXX veteran of XXXX and XXXX, it feels like a slap in the face to be treated this way by a veteran-friendly bank over XXXX of XXXX weekend.
|
| 12/10/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Servicemember |
|
While reviewing my credit card statement, I noticed there was ( 2 ) different interest for credit.
( 1 ) One was interest for charges to my account for purchases and ( 2 ) Another was interest charges for cash advance After reading the policy of my credit card agreement, I come to realize that USAA Savings Bank, USAA Federal savings Bank, the servicer of my USAA credit card, I believe based on my understanding of the agreement is " vague '' and does not explain the double interest charge on my credit card. I called customer representative ( 2 ) times to explain the 2 different interest charges ; one of the reps said I can pay the cash advance amount owed as long as I specify the amount and what it is for. In another call, I explained that I wanted to do just that and was told that I had to pay the entire credit amount for this extra interest rate charge to go away. This is for ( 1 ) one credit card.
For instance : If I have a total credit limit on my card for {$500.00}. I use {$200.00} of my credit and get a cash advance for {$100.00}, I am being charged the same interest rate on both transactions, example : {$200.00} + 2 % interest and {$100.00} + 2 % interest, when asked if I could just pay off the cash advance amount of {$200.00} which will still be payback on credit owed, I was denied with them telling me in order to get rid of cash advance interest, I have to pay off the total amount owed to my credit used which is {$300.00}.
This is just an example of how the credit card issuer is practicing unfairly.
|
| 12/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Older American, Servicemember |
|
To whom it may concern, On XX/XX/2019 my wife wrote out check # XXXX to XXXX XXXX to the amount of {$850.00} to pay our mortgage. On the morning of XX/XX/2019 the check in a XXXX XXXX envelope was put into our mailbox. At XXXX security footage shows the mailman ( not our normal Mailman ) picking up the mail.
On XX/XX/XXXX we received a notice from XXXX XXXX that we did not pay our mortgage that month. We had to go to the XXXX XXXX and pay right away to avoid a late fee. At this point we just thought the check # XXXX was lost in the mail and would eventually show up at XXXX XXXX.
On XX/XX/2019 we received an overdraft notice from our checking account bank XXXX XXXX. At this point we though the checking bank made a mistake for we had more than enough money to cover any checks that were written. When going into our account we found that someone had taken Check # XXXX that was sent to XXXX XXXX was fraudulently altered and changed to someone calling himself XXXX XXXX for {$1900.00} which he or she deposited into a bank account # XXXX USAA FSB ( routing number XXXX ) by some kind of mobile device. At this point we had to put more money into our checking to avoid overdraft payments.
We contacted the XXXX XXXX XXXX and State police who are investigating this case.
At this time we are notifying you so that you can investigate your end of this fraud forgery.
Please investigate and send all findings to Tpr XXXX badge no. XXXX, at XXXX, Incident no. XXXX or you can send directly to me and I will forward to him.
|
| 10/06/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Shopping for a loan or lease
|
|
Web |
|
|
I have home & auto insurance through USAA and, at one point, had XXXX cars on my policy ; never paid late. So, I decided to give USAA a try and apply for an auto loan on XXXX/XXXX/15 to try and build more business with them. After applying for a loan online, I was told that they required more information ( XXXX paystubs and clarification of income ) from me. I uploaded the documents right away and then called the next day and was told they did n't receive the documents. I then uploaded the documents while on the phone with the rep and was then told I needed to provide 2 years worth of tax returns!! NEVER IN MY LIFE HAVE I BEEN ASKED TO PROVIDE TAX RETURNS FOR AN AUTO LOAN!!! Just to play it out, I uploaded the requested documents and was then told they would have to get back to me ... I was still waiting as of XXXX/XXXX/15 when they notified me that they were unable to approve my request for the following reasons : Insufficient or unverifiable income.
I provided the requested documentation to the bank to include the following:XXXX subcontractor agreements for both of my sources of incomeA recent bank statement detailing the deposit of said income2 years worth of requested tax returns ( XXXX and XXXX ) I have a good credit rating and make well over $ XXXX between my XXXX jobs. I feel like USAA discriminated against me and treated me like I was doing something illegal when I have proof of all information. To make matters worse, THEY REMOVED MY NEGATIVE REVIEW OF THEIR PROCESS FROM THEIR WEBSITE!! BUYER BEWARE!!
|
| 06/11/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
Hello, my name is XXXX and I have struggled with my credit my whole life due to living paycheck to paycheck. After years of adolescent ignorance and lack of personal responsibility, I have had a USAA XXXX ( the only type of credit I could get approved for for years ) now ) i Just got my score above XXXX, after much diligence and smart choices. Unfortunately I had to max out my card several times, but Set my payments to make double the minimum due twice a month, and that seems to get the balance down fast, until I could make the early payment I had done for months consecutively.. But unfortunately I was waiting on my tax return and a paycheck the same few days of being terribly broke. THEN IT CAME! A good check and a good tax return. And IMMEDIATELY I paid the card off in full.. thats when I noticed a late fee.. I curious what this was as Id never seen it before, then I realized my payment was due the day prior to me paying off the card entirely. I callled USAA and they confirmed the card balance was paid off in full, but unfortunately it wasnt until it had already been reported and I was told by USAA Id have to contact you guys, bc they cant go back. BUT since This, I havent missed a payment but see it as a delinquent payment.. Ive attached a payment history on the card so you can see the number of payments Ive made on time in hope you can waive this one payment that was HOURS too late.
All of my other credit has charged off and is closed so I cant do anything ab it but wait, unless you have any suggestions
|
| 11/30/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX I call USAA Federal Savings Bank which I have been a member for 6 yrs. to do a stop payment on my account for XXXX XXXX for {$370.00}. I was with them for three months and paid them monthly by check, my last payment was {$110.00} on XX/XX/XXXX for the month of XX/XX/XXXX by check, I call XXXX XXXX and told them I was cancelled my service and they told me I still owe them {$370.00} for service not rendered and they said they was going to go in my bank account and get the {$370.00}, that when I call USAA and told them my situation, and USAA told me to do a stop payment on XXXX XXXX for the {$370.00} on XX/XX/XXXX and not to worried, so on XX/XX/XXXX USAA let XXXX XXXX go in to account and take the {$370.00} out, so I call USAA about this dispute and they return my money on XX/XX/XXXX. Now on XX/XX/XXXX USAA let them do again take my {$370.00} so call USAA and they said I lost my dispute. My thing is this if I owe XXXX money that on me and XXXX my bank USAA did not have the right to let XXXX go in my account after I did a stop payment with them in a timely fashion, I want my {$370.00} back in my account, my problem is with USAA for letting this happen to me, they can`t tell me who to pay and who not to pay that my right, I did what they USAA told me to do a stop payment. I`m a XXXX Veteran with XXXX and everybody try to may a fool out of us and our money everyday. I pay XXXX what I owe them, can you CFPB help me in my situation. Thank you for let me tell my side of this situation. Have a great day.
|
| 01/03/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
inquired USAA team regarding refinancing and understanding the current interest rate offering. After getting into the call, the Loan Officer said they could lock me into a 3.5 % APR rate if I started today. There was an initial fee of {$530.00} appraisal fee upfront. Following the appraisal fee and appraisal, the USAA team increased the interest rate to 3.625 % ( the change was just done in paperwork and not verbally discussed ) and have dragged the processes along to where they now want an additional {$660.00} to extend the changed interest rate an additional 15 days to complete the process. I had reached out to the USAA team on several occasions after not hearing any status for periods of 10 days. The delay and lack of communicating the process/timeline and next steps falls on them. I have since talked with the loan officer, who has said it the interest rate increased because the appraisal came back lower. There was never a conversation that the interest rate could change and the loan office had stated when I started these processes that I was " Locked in at 3.5 % ''. The Manager of the Loan officer has left me a voice mail stating that there was no concern during the initial processing of my refinance because they work off the value I provide for the home. The appraisal was set up by the USAA team. It contradicts popular site such as XXXX. Had there been any communication or indicate that the 3.5 % interest rate was not locked in and what it was based on, I would have continued to hold off on refinancing.
|
| 09/09/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
In XX/XX/2018 I performed a n {$18000.00} balance transfer to a promotional 0 % offer on my USAA credit cards. I spoke with a representative prior to confirm I could continue using the card for everyday spending, and that my payments would be applies as follows : minimum payment to fees, interest, and/or the balance transfer and that all payment in excess would be applied to the higher interest purchases. It was obvious very quickly that I was being charged interest every month on my new purchases, despite paying enough to cover the minimum payment an new purchases. I spoke with USAA again, it was possible it was because of the timing when I would make my payments. Over the next several months I tried various things and was always being charged interest. Finally, I decided not to spend any more on this card and only have the balance transfer on it. My new spending for the cycle ending XX/XX/XXXX on XX/XX/XXXX was {$3300.00} and my balance transfer balance balance was {$13000.00}. XX/XX/XXXX I paid {$3500.00}, and on XX/XX/XXXX I paid {$1000.00}. On my XX/XX/XXXX statement my Balance transfer balance is now only {$100000.00}. This means of my {$4500.00} XXXX payments roughly {$2400.00} was paid on my balance transfer at 0 percent interest. The application of my payments has not followed any prescribed formula that they told me, and also violates the rules set forth in the CARD Act regarding applying payments to the highest rate balance first. I have asked the company repeatedly to address this, they will not.
|
| 07/26/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
I had first forensic DNA when no any one forensic DNA agency in XXXX, had training subject matter form XXXX XXXX XXXX XXXX.
As Development nation XXXX Police and Army personnel unskilled in nature about Constitutional Rights and procedure amone civilian, it first disconnecting internet since XX/XX/XXXX to XX/XX/XXXX for their preference web I may permitted about it it several complain submitted ic3.gov no result.
I had also A commitment between me and United States of America fund and technology but gangs blocking all rights inhere in XXXX, succession property interest with others income.
Financial criminals unlawfully obtaining my property using several ways and I have received one email from USAA for E-Payment at my another email is XXXX at Sun XX/XX/XXXX, XXXX XXXX, i had tried to contact but sender was false, sender email ( XXXX ).
to day XX/XX/XXXX I have participated online registration with https : //www.usaa.comXXXX and this agency get my all confidential data are date of birth, passport number all accurate but after completion web site replied false " We're unable to complete your request online. '' This type of Online Banking or Institution unlawfully transaction beneficiary property and as I am foreign person I am serious victimized against this powerful gang.
Requesting investigation and action appropriate according to International law related analysis it corruption and Official Bribery and according to Statute of International Criminals Court it is International Humanitarian law violation.
|
| 04/13/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
USAA Credit Card. I have a balance of {$.00} on my credit card account. I attempted to pay this amount via the USAA Mobile app XX/XX/21. I selected " current balance '' as payment amount, deliver by date Tuesday, XX/XX/XXXX, from ( account stored on file ). I received a message that popped up stating " The amount you have entered is less than the minimum required. '' I tried again, this time entering an Amount to Pay as {$1.00}. I then received a message, " You have entered an amount that is greater than the account balance. '' I was unable to complete a payment for the amount owed.
I attempted to use the mobile assistant but could not get an actual person to answer the question ( just automated attempts ). So, I called the USAA call center. I explained the issue and was advised that was correct, this is how it works and that I could not make a payment for {$.00}. I asked if there was any difference between the mobile app functionality and the actual online site and was advised that it was the same. I was then recommended to just go out and buy something else. I responded that was not the answer I was looking for, I just want to pay what is due. I was then told they could just refund the charge. I declined as this is a valid charge and is recurring monthly, so that is just a temporary solution. If I only have this charge and don't happen to use the card another time during the month, I still want to be able to pay for it. I was unable to reach any resolution during my call and still can't make a payment.
|
| 03/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
See attatched XX/XX/XXXX mail pertaining to XX/XX/XXXX - XX/XX/XXXX from usaa Please note ftc.gov article web : 1 ) Have you ever been billed for merchandise you either returned or NEVER RECIEVED? response YES see attatched Criminal Investigation Letter USPS ( local post office ) dated XX/XX/XXXX. 2 ) Has card ever been charged twice for the Same Item? response. YES statement XX/XX/XXXX PURCHASES ARE ALSO ON statement XX/XX/XXXX {$340.00} & {$210.00} SAME PURCHASES OF XX/XX/XXXX RETURNED ITEMS and XX/XX/XXXX XXXX ARE THE SAME PURCHASES AS XX/XX/XXXX {$470.00} I REPORTED UNAUTHORIZED XX/XX/XXXX. Kindly Note ftc.gov web FCBA Apply FOR EXAMPLE : : : A ) Unauthorized Transactions. USAA FRAUD LETTER XX/XX/XXXX CONFIRMS UNAUTHORIZED {$470.00} XX/XX/XXXX CLAIM DATE.
B ) Charges for which you ask for an explaination OR ** WRITTEN PROOF OF PURCHASE ALONG WITH REQUEST. I have been requesting written proof ** SIGNATURE ITEM WAS DELIVERED INTO MY HANDS. Deliveries delivered by USPS NOT DELIVERED in that zip XX/XX/XXXX forward because they would not fit in my 2 inch letter mail box AND WERE NOT DELIVERED INTO MY HANDS. Some found outside common ground some XXXX Not Accepted or OPENED. Many were not even ordered by me. See attatched FTC ID THEFT case XX/XX/XXXX. USAA DOES NOT FOLLOW FTC GUIDELINES ALL OF THIS IS TWO ( 2 ) YEARS LATE. Still NO RESOLVE.
KINDLY NOTE THE ID THEFT REPORT. I AM XXXX. I WILL NOT BE ABLE TO FILL OUT THESE FORMS. USAA IS, and NEVER HAS PROVIDED XXXX XXXX OPTION FOR MY XXXX. I HAVE NO ACCESS.
|
| 03/28/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
|
|
On XX/XX/XXXX, I alerted USAA of 2 fraudulent charges on my debit card of {$710.00} each ( a total of {$1400.00} ). The rep I spoke with that day assured me repeatedly on a recorded line that USAA would give me a provisional credit in that amount by XX/XX/XXXX. That didnt happen, and I was later told by other reps that that isnt their policy. But the expectation was set. First giant problem. On XX/XX/XXXX I called because a ) I hadnt received the provisional credit, and b ) as a result of the huge fraudulent pending transaction on my account, several payments that had been initiated before the fraudulent activity occurred bounced which resulted in USAA charging me {$140.00} in fees that several reps assured me would be returned to me when the fraud investigation was completed. Regardless, USAA is obligated to return those fees as part of their zero liability fraud policy for debit cards. On XX/XX/XXXX, I finally received an email that the investigation was complete ( because the pending fraudulent charges eventually fell off my account ), so I called for the umpteenth time to find out when I was getting my {$140.00} back. Several more hours were wasted, and I couldnt get a straight answer from anyone in any department. Finally I was told on XX/XX/XXXX that the request was escalated and someone would call me by XX/XX/XXXX ( TODAY ) and that the {$140.00} would be returned on this date as well. It is now XX/XX/XXXX, and I have heard from NO ONE and dont have my {$140.00} back that USAA wrongfully charged me.
|
| 11/16/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
USAA historically made the full amount of deposited checks available immediately upon deposit. The past couple years have been extremely tough and being paycheck to paycheck theyve suddenly started to place holds on the funds. I had an especially bad case of timing this week with some auto payments coming out that took the account negative and normally if you deposit enough to cover it within grace period they forgive those. Well we received an insurance payout check of just under {$5000.00} this past Monday ( XXXX ) that I deposited right away and instead of releasing it like they historically have, they held all but {$500.00} and it wasnt enough to bring the account current so guess what, they added another OD fee. Theyre bombarding me with collection calls when if theyd release the insurance check they could be paid current. They are making it so I cant pay my electric bill or car repairs for the only car my family has to get to work right now. The check being on hold places a HUGE burden on my family ; we have a XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and needed those funds released immediately to keep up with this XXXX economy. And all the tone death member resolutions lady could say was oh its the system it wont let me release and how about a personal loan from us? like sure, theyll lend money but wont release what was deposited except her suggestion was completely tone deaf and out of line because USAA wont approve me for a loan on my own. So suggesting that as a solution was just plain insulting.
|
| 07/05/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I am a member of USAA since XX/XX/XXXXand currently my daughter and I have a checking account together for her college payments. On XX/XX/XXXX a transfer in the amount of {$660.00} was made from her USAA college investment account to her USAA checking account, and although that transfer was made internally between USAA accounts, the funds were placed on hold until XX/XX/XXXX and treated as an external transfer. I contacted USAA on XX/XX/XXXX to request funds to be manually released, since it was an internal transfer, and asked for a manager or supervisor in checking, but was connected to a member of the Executive Resolutions Team ( I was later told that his employee number is XXXX ). He advised me that although he had the authority to release those funds, he wouldn't do it, because although investments are offered by USAA as a USAA product, those accounts are third party accounts and USAA member 's do not have knowledge that their college investment accounts are a third party product. We have made several transfers from my daughter 's college investment account to her checking account both with USAA on the past two years and this is the first time a hold is placed and representatives are refusing to remove the release on funds, although they are fully aware that this is an internal transfer and no hold should be placed. Also, I want to bring to the attention that members of USAA Executive Resolutions Team come across as forceful and most times unwilling to resolve issues that requires immediate attention.
|
| 04/04/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
|
|
Web |
Servicemember |
|
On XX/XX/22 while at a XXXX XXXX making an XXXX return I was in need of another label in order to ship back my return. I was told to call XXXX Customer Service which I goggled and called the number that popped up EXCEPT THIS WASNT XXXX CUSTOMER ASSISTANCE. It was a SCAM company impersonating XXXX, which to this day is still on goggle if you XXXX XXXX Customer Service that will tell you they have a new process in which to refund you but you must download this app ( called XXXX ) in which they took over my cell phone and went into my credit union account XXXX and performed 2 transactions ( {$440.00} and {$490.00} ). I immediately contacted USAA ( my credit union ) and reported the incident was told they would restore the money while they investigate which they did not do. After several weeks of delays and following up on the status, I was told they denied to refund me and concluded the investigation due to : Multiple USAA system security log/records. Per the denial letter I requested the documentation used to come to the decision and after weeks of waiting received the letter quoting the above statement instead of including the documentation used to deny refunding the monies stolen from my account. My biggest complaint is I know they refunded customers for this exact fraudulent act so why was I denied. I also reported this incident to XXXX ( yet the phone number still comes up in a search to defraud other people ), I reported the incident to XXXX and the FTC where I have a case registered as well as XXXX.
|
| 02/07/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
Back in XXXX, I set up auto pay of my mortgage ( XXXX ) to be taken out and paid electronically every month on the first of each month when the payment was due. On XX/XX/XXXX, I contacted my bank ( USAA ) to inquire about why my mortgage payment was not being processed on time. I had noticed several months ago ; around XXXX, that the payment was being processed 6-7 days later. When I asked why, I was told that it could be an issue with the Merchant ( XXXX ) not accepting the payment electronically or my banking institution felt they needed to change it for whatever reason they deemed fit. I explained that I have had it set up that way for the past 5 or so years and that I did not appreciate the change considering that I did not want my mortgage payment to be sent late. They stated they could not handle when the mail was being picked up at the facility that now handles writing the checks for USAA. ( If I wanted a check sent out, I would did it myself ) I stated that I would like to speak with them and they told me that was not possible. USAA could not give me a valid reason for this change and told me they could change it at anytime they wanted to without notifying me of this change. I am very frustrated on the non-answer answer that I have received and would like details into this situation. I do not want my payment to be late and incur additional charges because the bank deemed it so. At this point, I am not confident the bank can handle the needs of my family and what we ask of them to provide for us.
|
| 06/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I had a secured credit card with usaa. I called and spoke to one of their representatives and asked if I could set up an automatic transfer from my savings to my credit card account to keep the account open, she said yes that would be acceptable. Once that payment date arrived the account had been closed out anyway. I attempted to speak to USAA about the issue and it took 3 phone calls to finally get to someone who was able to help. She was a member of the ceo relations team. She reviewed the phone calls and got back to me. She did acknowledge the fault lay with USAA and she would find a way to fix the issue. Over the next 2.5-3 months I didnt hear anything back. I attempted to contact her multiple times and was never able to get ahold of her. On one occasion I was on the phone for 45 minutes before someone could transfer me to the correct department. As they transferred me the call dropped and I never got a call back. I finally heard back from her last week and was told that they could reopen the card. I called yesterday and told her Id be able to open the account with a {$500.00} deposit, was told that wasnt a problem. She called back this morning and said first that they couldnt open the account with {$500.00} only {$300.00} since that was the line of credit originally. Later in this same phone call she said they werent willing to open the credit line with {$500.00}. It seems like they arent really trying to correct their mistake and dont want to do what seems appropriate to make the situation right.
|
| 04/28/2015 |
Yes |
|
|
|
Web |
Servicemember |
|
I have a credit card through USAA and the Master Card payment can be done online. I made a payment and I was charged XXXX thus leaving me with a {$1900.00} and change credit which subsequently created an overdraft because I also have pulled {$6700.00} out to buy a truck. I have been speaking to several respresenatives XXXX, XXXX, XXXX, XXXX and a few others I can not remeber and still can not seem to get a hold of anyone who can give me a straight answer with realistic expectations. I 've ask to speak with management and was then transferred to USAA 's Executive Resolution Team who still couldn'y help. I asked to just speak with a manager and was told that was a 24 hour wait time, I suppose because at my point I 'm extremely irratated. I believe if USAA has the ability to accept an electronic payment or take money out of your account under their direct payment options, yet they claim they can not reverse the payment. So if an error is made regardless of the facts or situation, the customer will have to wait XXXX to 10 business days to be refunded the money. So fortunately I have savings, but what happens to the individual who gets this error and they do n't have money in the bank? {$1900.00} is many families two week take home pay check and USAA believes families can just skip a pay check! Worse during this process USAA has called " today '' and told me the card was compromised and has been locked so I can not even use the card to get the credit off the card. Lastly my bank charged me an over draft fee.
|
| 12/19/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Older American, Servicemember |
|
On XXXX XXXX XXXX my USAA credit card was hit with fraud. Thereafter, ALL of my accounts with USAA have been compromised. The problem is still not resolved completely. Hackers, who I believe have help from inside USAA opened 6 accounts for my checking, savings and credit card. They eliminated my XXXX XXXX account which I used to transfer money into my savings account to pay my bills. Eventually, my XXXX XXXX was compromised and all roads lead to USAA. A second account was partially compromised. I tried to re-attach my XXXX XXXX XXXXXXXX and USAA, XXXX XXXX in the Chairman 's office and I spoke multiple times and she told me my USAA can not add my USAA account because there were 7 accounts opened within 180 days. Multiple employees at USAA in the fraud department, chairman 's department and banking department KNEW that 6 accounts were opened by hackers, possibly with inside assistance from USAA. This went on for months. USAA prevented me from making payments. I tried making payments via phone and online. FYI, I've had USAA account for almost 42 years. The account went 30 days past due. I spoke with miss XXXX and told her I had no way to make a payment. She indicated she would not change the 30 day late report. That cost XXXXXXXX XXXX on my credit score. My credit limit has been downgraded without notice. It is the fraud that has been allowed to continue. Parenthetically, the fraud continues as someone inside of USAA charged my wife 's credit card for insurance. USAA never had her credit card legally.
|
| 06/04/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I recently took out a personal loan, through XXXX XXXX XXXX XXXX, to consolidate Credit Card debt. This complaint is NOT against XXXX XXXX XXXX XXXX. It is solely against USAA. On XX/XX/XXXX, two payoff checks were sent to USAA to pay off the balances on the two credit card accounts below, as is detailed in the loan agreement attached.
Rate Advantage Platinum Visa Account Number XXXX XXXX XXXX XXXX Signature Visa Account Number XXXX XXXX XXXX XXXX Despite repeated efforts to request USAA process the payoff and/or investigate as to where the funds were delivered and why they were not applied to pay off the balance, including the recent chat XXXX attached below, USAA continued to willfully assess interest charges on both accounts ( summarized below ).
Rate Advantage Platinum Visa XX/XX/XXXX, XXXX XXXX, 2023 Interest On Cash Advances Finance Charge - {$61.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$130.00} Signature Visa XX/XX/XXXX, XXXX XXXX, 2023 Interest On Cash Advances Finance Charge - {$30.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$86.00} XX/XX/XXXX, XXXX XXXX, 2023 Late Charge Fees & Charges - {$25.00} I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience.
The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.
|
| 11/16/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
Hello Consumer Financial Protection Bureau, I am an XXXX XXXX veteran currently serving in the CA XXXX XXXX XXXX and prior USAA member who has had USAA products and services in the past, such as mortgage loans, auto insurance, credit cards, checking/savings accounts, and auto loans ; all of which were in good standing. USAA stated that I could no longer be a member after a homeowner 's insurance claim was denied over the theft of personal property from my home. On XXXX, I won a judgement in small claims court against USAA for failing to make me whole ( please see enclosed ) and I was found to have no wrong-doing, however, USAA has maintained that I " misrepresented information. '' Prior to this scenario, I was a happy USAA member for many years and had satisfactorily used USAA products and services without discrimination. I am hoping that USAA will reconsider with forgiveness and mercy so that my eligible family and I can become members going forward. I am requesting to be a USAA member once again with the same membership rights privileges, and nancial resources afforded to other XXXX veterans. I am asking for your help in forwarding this written request to USAA since they have ignored my fax, emails, and written letter. I have high hopes that USAA will consider the USAA XXXX " We stand by you. USAA is dedicated to serving XXXX members and their families by offering more benets than any other major nancial service provider. '' Kindest regards, XXXX XXXX Member # XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
|
| 04/28/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
FYI, On XXXX XXXX, XXXX XXXX XXXX called his XXXX account to check the balance. He discovered that his account balance was {$12000.00} in the negative. He contacted his father to see if he had any knowledge of why his account would be negative.
On this same date, XXXX XXXX XXXX went to a local XXXX Bank, XXXX XXXX, Texas branch to discuss the account. At this time, it was revealed to him by the local branch that there were XXXX online transfers from his XXXX to his USAA Federal Savings Bank.
XXXX XXXX XXXX advised the bank that he never authorized the transfers. On this same date, he was advised that there was a USAA local branch in XXXX XXXX, Texas that he could visit to discuss the transactions.
On this same date, it was revealed to XXXX XXXX XXXX that his accounts was fraudulently taken over. Additionally, he was notified that someone somehow gained access to his account, requested a debit card, changed all security notifications to a number.
Last information on the account is that all of the charges are over {$25000.00}.
USAA Fraud Department XXXX x XXXX ; Case # XXXX USAA has informed us that the violator requested a debit card from USAA and that the debit card first XXXX digits are : XXXX the last XXXX digits are : XXXX The debit card was sent to : XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX violator 's Cellphone # XXXX USAA has since informed XXXX XXXX XXXX that they have made a business decision to terminate his membership and has determined that all funds owed are his responsibility.
|
| 01/10/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/23 I received a text from what I thought was USAA. It asked me if I had authorized a XXXX payment of {$1000.00}, type yes or no. I typed no and someone responded back and then called me. Because the phone number was spoofed, I believed it was USAA and gave them account information. During the span of an hour, this person went into my account and removed {$810.00} from my checking and {$100.00} from my savings, using a new person to send money to using XXXX. Once I found out what happened, I immediately called the real USAA and filed a claim that none of the many XXXX transactions were authorized. I haven't heard a word from USAA about the fraud or the claim, I call them every other day for a status. XXXX USAA associate said when I told them that I have bills that will hit my account " Can you ask someone to borrow the money so that it's not insufficient? '' On another phone call an USAA associate just said, " They have until 10 days to do their research, you'll just have to wait '' and didn't give me any status. On the phone today XX/XX/23, the USAA associate said that in my account no fraud was found and no money will be reimbursed. I told them that my account was taken over and none of these 20+ transactions were authorized, I sent them screen shots and that they need to reopen the case. I don't know when I will get the {$810.00} for my checking and the {$100.00} from my checking. Bills have been returned XXXX because of not having any money in my account so I am in arrears with my loans
|
| 10/30/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I applied and was accepted for a loan from XXXX XXXX. I have the E-Mail confirmation and terms. I lost my job and I am going through legal troubles because of my ex who moved out. The loan was for {$10000.00}. It was supposed to arrive in my account at XXXX XXXX XX/XX/2020. USAA Bank randomly locked me out of my account as I suspect they saw a large amount of money coming in. I was prompted with a phone number to call and clear up any issues. I attempted to do this and the USAA rep told me my account was being investigated for fraud. I immediately became enraged as I had {$2.00} in my checking account and needed to transfer the only {$20.00} in my savings which was supposed to be TOWARDS RENT to my checking account so I could go buy food. Instead USAA froze my Online and Phone access and blocked my phone number from calling their service. Now I am stuck at home with no access to MY bank account where my only {$22.00} and hopefully an incoming loan, if the timing that the loan officer described was correct. Now I have to sit and worry about USAA trying to mess with or take my money from a loan. This is not the first time I have seen a bank do this. If I remember correctly, XXXX XXXX did this and later I got money from a lawsuit because of it. Also XXXX XXXX XXXX in similar but different circumstance with their data charges and rates. Thank you for your help for as the at the moment I am defenseless and fighting for my money to get food. I am going to try to remember to apply for food stamps tonight.
|
| 04/06/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Taking out the loan or lease
|
|
Web |
|
|
Last week I applied for a used car loan at my financial institution, USAA. I asked for a loan up to {$15000.00} but also told the loan processer at USAA that I hoped I would need a loan for less than $ 15K after we finished negotiations on the car. I was quoted a rate of 2.75 % for this loan.
After concluding negotiations with the owner of the vehicle for the sale at {$13000.00}, I gave the owner my personal check for {$1000.00}, so the remainder needed for a loan was {$12000.00}. I called USAA to execute the loan, but was told that for any amount less than $ 15K, the interest rate would be higher than 2.75 %. Because of the higher rate, I complained and spoke to several different people in USAA 's loan department, resulting in rates quoted from 4.75 % down to 3.2439 %. They still refused to give me the rate originally quoted of 2.75 %, even though I have a screen printed from their website showing the 2.75 % rate for my loan. They claimed that if I would take the $ 15K ( or higher amount ) loan, I could still get the 2.75 % rate, but for any lesser amount, the rate would be higher. This makes no sense at all, since their risk for a smaller loan amount is less than with the larger loan amount.
This is nothing more than a classic " bait-and-switch '' tactic. If this was a disreputable loan shark, I might understand their tactic, but for USAA, I did n't expect such dishonorable and dishonest behavior. They should be prosecuted for their " bait-and-switch '' tactic to the fullest extent of the law.
|
| 04/22/2021 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I am a XXXXr in the XXXX and will be moving to XXXX in XXXX. I have been looking for apartments online and found a 2 bedroom 2 bathroom apartment for rent at XXXX XXXX XXXX unit # XXXX, XXXX, HI XXXX. It was listed on the XXXX website who works with XXXX. I emailed the broker, XXXX XXXX. He emailed back saying they could hold the apartment for me if I sent the {$2800.00} security deposit and {$2800.00} 1st months rent, so {$5600.00} total. He also sent a non-binding lease and said if I don't like the apartment in XXXX, we can cancel the lease and get our money back. I signed the lease, XXXX XXXX ( real estate broker ), and XXXX XXXX XXXX ( land lord ) also signed the lease. I then sent the {$5600.00} from my USAA account to XXXX XXXX XXXX XXXX account, account # XXXX, routing number XXXX on XX/XX/2021. XXXX emailed back confirming receipt of the payment and said we could do a XXXX meeting on the weekend of XXXX XXXX to view the apartment, as the current renter 's lease was up the 9th. I said either day would work and asked what time. After that I never heard back. Throughout the next week I sent 4 follow up emails and left 2 voicemails at both his numbers, XXXX and XXXX, with no response. I then filed a dispute with my bank ( USAA ), as I'm now realizing it was a scam. My bank contacted XXXX XXXX and they were unable to recover the funds and I will not be receiving any of the {$5600.00} back. USAA has told me there is nothing they can do, as the fraud department was unable to recover the funds.
|
| 03/12/2019 |
Yes |
- Debt collection
- Credit card debt
|
- Written notification about debt
- Didn't receive notice of right to dispute
|
|
Web |
Older American, Servicemember |
|
Consumer Financial Protection Agency E-mail XX/XX/XXXX Dear Sir, Madam, I have fallen behind in my credit and payments. USAA refuses to cooperate. Most of the firms with whom I owe, have awarded me hardship status and accept half-payments until I can sell my residence, my last asset. It is listed with a realtor and on the Internet under my street address.
I will be XXXX next month. My wife is XXXX. We have reached our medical limit for working. I am lame from XXXX XXXX in XX/XX/XXXX when I contracted XXXX. My XXXX started XXXX in the XX/XX/XXXX with XXXX XXXX. I had the first of 12 intrusive XXXX XXXX in XX/XX/XXXX. In that year, I started menial jobs at XXXX and security guard cites. In XX/XX/XXXX, I left the XXXX XXXX as they require staying outdoors for 12 hour shifts. In XXXX, that's often at 114 degrees. I self-educated to obtain an insurance license in XX/XX/2017.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I could no longer work from my computer and retired from selling insurance.
My total income is from our joint Social Security. I have gained hardship status from my other lenders, primarily XXXX and XXXX. USAA verbally agreed to accept {$30.00} a month. Nevertheless, they treat my payment as a partial payment and charge me a {$30.00} late fee.
I respectfully ask that you review the matter and assist me in gaining a hardship status.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX XXXX
|
| 03/14/2017 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
|
|
I purchased a property using a VA Loan on XX/XX/XXXX through USAA. My closing attorney paid the XX/XX/XXXX property tax ( {$1400.00} ) on XX/XX/XXXX. The Mortgage company paid the property taxes again on XX/XX/XXXX with funds from my Escrow account. The Mortgage company acknowledged verbally on the phone that they had made a mistake and that once they had received a refund from the County Tax office, they would deposit {$1400.00} back into my Escrow account and reassess my Escrow payments. On XX/XX/XXXX I spoke with a customer service manager, XXXX and he said the funds would be deposited back into my Escrow account no later than XX/XX/XXXX. I have spoken with customer service representatives multiple times in late XX/XX/XXXX and early XX/XX/XXXX asking them to provide an invoice with the transaction code, so I can confirm with my County Tax office that they received USAA 's payment on XX/XX/XXXX and are either holding the funds or have returned them to USAA. The USAA customer service group is claiming that they can not provide the invoice, because it needs to come from their Escrow/tax management group, which they can only send written requests too. They claim they have asked the Escrow/tax group provide this information, but have not received it yet.
I suspect that USAA is intentionally holding these funds in limbo slush fund to earn money or someone at USAA is embezzling money from Escrow Accounts.
I want the extra property tax payment of {$1400.00} made on XX/XX/XXXX refunded to my account.
|
| 02/17/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
On XXXX XXXX, 2016, I initiated a " Send Money '' payment for {$770.00} from my checking account with USAA. The transfer vehicle for this payment was XXXX. The {$770.00} was debited from my account on XXXX XXXX, 2016, but never entered the XXXX system, and was not received by the recipient. Since then, I have contacted USAA multiple times to resolve this issue, and have been met with a refusal to provide any restitution. Additionally, USAA has continually referred me to XXXX to rectify this issue. USAA supplied me with a XXXX transaction ID with which to locate this payment. XXXX has no record of this transaction ID, and has no record of any transactions from my account for that amount using my checking account information. On XXXX XXXX, 2016, I spoke with a member of USAA 's Executive Resolution Team named XXXX, who, after talking directly with XXXX, informed me that USAA would be crediting my account for the entire {$770.00} within XXXX business days. After 8 business days, my account has not been credited. I spoke at length again with XXXX members of USAA 's Executive Resolution Team ( XXXX and XXXX ) on XXXX XXXX, 2016 to try to ascertain the whereabouts of my credit. These individuals informed me that USAA would not be crediting my account ( as previously promised ) and that I would have to take up the issue with XXXX. Although I informed USAA representatives repeatedly that since the transaction does not exist with XXXX there is nothing XXXX can do, they refused to offer me any restitution.
|
| 03/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX I JUST recieved see attatched FROM USAA SENT XX/XX/XXXX WEB SERVICE. Better late than never. This is two years late. USAA IS NOT WEB ADA ACCESSIBLE. see enclosed UNAUTHORIZED TRANSACTIONS of XX/XX/XXXX & XX/XX/XXXX. Kindly Note the circled transactions * $ XXXX XXXX XXXX XXXX * XXXX XXXX those with stars PAID BY MERCHANTS XX/XX/XXXX. NO TEMP CREDIT IS NEEDED. THE TEMP CREDIT ** {$28.00} IS NEVER MADE PERMANET YET IS REVERSED PAID XX/XX/XXXX. BY MERCHANT AND REVERSED BY USAA {$28.00} XX/XX/XXXX INTO A PERMANET NEW CHARGE. ( (? ** USAA STEALS MERCHANTS CREDITS JUST PAID.?? ) all with stars paid XX/XX/XXXX The other two were paid by merchant see attatched XX/XX/XXXX statement. ( USAA ARE CRIMINALS STEALING ALL MERCHANTS CREDITS ** PRETENDING CONSUMERS GOT 2 CREDITS FOR ONE PURCHASE ) SO USAA TAKES BACK WHAT THEY NEVER GAVE OR MADE PERMANET SAME DAY MERCHANTS PAY OR FEW DAYS LATER. Also see attatched CRIMINAL INVESTIGATION LETTER USPS DELIVERIES NOT MADE Provide WRITTEN DOCUMENTATION THESE TRANSACTION WERE PURCHASED BY ME AND WRITTEN DOCUMENTATION TO VERIFY DELIVERED INTO MY HANDS. USAA NEEDS TO BE CHARGED. THIS IS A CRIME. USAA STEALS MERCHANT CREDITS HIDING INTERNALLY. USAA LEAVES CONSUMERS LIABLE FOR FRAUDS. USAA DOCUMENTS. INTERNAL CREDITS XXXX {$470.00} + XX/XX/XXXX {$700.00}. OTHER CREDITS + XX/XX/XXXX {$2.00}, XXXX. ( = TOTALS OF {$3.00}, XXXX ** SHOW ME WRITTEN PROOF OF USAA INTERNAL HIDDEN PERMANET CREDITS. AND WRITTEN PROOF OF DELIVERY INTO MY HANDS. ) TRUTH IN LENDING NOT HERE.
|
| 10/05/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Getting a credit card
- Application denied
|
|
Web |
Servicemember |
|
On XX/XX/2023 I applied for a preferred visa credit card form USAA.
On XX/XX/2023 I called USAA to check the status of my credit application and to inquire if I accured mulitple inquiry as I was unsure of the credit application process so I filed for a few other credit cards I was interested in.
I was told by my USAA agent and assured that USAA will call me at my confirmed phone number and/or email me.
On XX/XX/2023 I got an email from USAA that said I had received a notification. Upon checking my application was denied for unable to verify my identity. I called back USAA and spoke to several representatives who could not give a Direct answer.
I finally was informed that USAA called only once and made a decision without any further contact to an old outdated number. I was informed by XXXX and USAA that they have my current number. This was confirmed before, during, and after my application was pending. USAA has not attempted to correct this error of confirming my identity even with me on the phone applying again. ( As instructed by a representative by the name XXXX, who said just XXXX simple XXXX call was unacceptable as an only attempt to notify me of the issue ) My final application was automatically denied due to too many applications being applied for. USAA can not manually approve my application and stated I must re-apply for credit and suffer another credit inquiry.
All this could have been avoided by calling the correct phone number or sending me a notification like they always do.
|
| 12/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
I banked with USAA bank back in XXXX. They closed my account one day out of nowhere without any explanation. I lost my card once or twice while being with them and one of the times I believe it was stolen and used by someone else. Shortly after i received my new card i went into a store to try to make a purchase and was told my card has been disabled indefinitely. I was unsure why this was happening so i called and they only told me " security reasons ''. I again called a few weeks later and the same was said, only this time i asked how long it would take and they basically said it wouldn't come off anytime soon. And that in the meantime " try to stay clean, make payments on time '' and things of that nature. I am completely confused at this point. Now XX/XX/XXXX i am in need of some affordable car insurance and i want to take advantage of my mother 's veteran status. She recommended i try USAA again and still after two years the same nonsense. They go as far as to tell me they want no dealings with me because " they took a loss ''. I am completely uncertain as to what loss they are talking about because anything the person did who recovered my lost card has nothing to do with me. I ask for a third time what is the reason behind this. All the guy did was reiterate that statement and said i will be responded to with a formal reason in 24 hours. That was weeks ago. In conclusion i have not gotten a proper reason as to why my account was closed, especially with no notice as swiftly as it was done.
|
| 08/16/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
My backpack was stolen on XX/XX/18 which contained my laptop, my cell phone, and my wallet. Afterwards, the thieves got into my bank account and uploaded fraudulent checks under my name. This happened to two of my accounts. The first account ending in XXXX was affected on XX/XX/18 with check # XXXX in the amount of {$1200.00} and # XXXX in the amount of {$1100.00}. The account ending in XXXX was affected on XX/XX/18 with check # XXXX in the amount of {$5500.00} and on XX/XX/18 with check # XXXX in the amount of {$980.00}. This has taken both of my accounts into deep overdraft and also they are frozen at this time. At the time I had {$450.00} on hold from a money order I uploaded, which ultimately got take by whoever gained access to my account. A police report was filed and sent in. I also made a fraud claim with USAA only for them to turn around and tell me in liable for the charges. I've gotten the runaround from them for the last week or so now and I feel they will continue to blame me for these charges even though I CALLED INTO THE BANK TO REPORT THE CHARGES. They never contacted me about any of the activity on my accounts. Now I'm stranded 1000 miles from home, being a XXXX XXXX from XXXX going to school in Florida, with no bank account, no way to access my money, no way to eat, no way to pay my bills, and no support system. USAA does not care about their customers as I feel like they did not do a thorough investigation before they found ME liable for fraudulent activity on my own account.
|
| 12/22/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Older American, Servicemember |
|
On XX/XX/2021 the IRS deposited my XXXX XXXX XXXX to the wrong checking account. I did not provide the account number to the IRS that was used to send the money to. The IRS previously deposited my first XXXX to the correct account. I requested the IRS research my payment because I never received it, and they provided me with an account number for a checking account at USAA that I am not a signer on and do not have ownership of. I contacted USAA to have them research the payment and provided them the account number to which the payment was deposited via the XXXX clearinghouse network. USAA confirmed that I am not a signer or owner of the account and that the payment was credited to this account ( account # XXXX ). USAA initiated a formal internal investigation and despite knowing that the payment was credited to the incorrect account, responded to me with a letter saying they were unable to correct the error. XXXX rules of XXXX transactions require that the sender include the name of the beneficiary. Even though the receiving institution is not required to manually verify the name at the time of posting, when USAA was investigating my dispute, they should be able to see that the payment is for my benefit and that my name is attached to it, as well as being able to see that I am not associated with the account the payment was deposited to. USAA however refuses to correct this error and credit my account in accordance with the XXXX rules and the original intent of the credit request from the IRS.
|
| 06/25/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with rewards from credit card
|
|
Web |
Servicemember |
|
XXXX and XXXX XXXX signed up for the USAA Cashback Rewards Plus XXXX XXXX Card that advertises 5 % cashback on the first {$3000.00} ON BASE, 2 % on supermarkets up to {$3000.00}, and 1 % all other purchases no limit.
We made 5 purchases all on base, and the first three cleared ( 2 x commissary and 1 x shopette ) and was not paid 5 %. In fact the shopette purchase appears to to have been paid 1 % and the two base commissary purchases at 2 % ( default for grocery ).
On XXXX XXXX, XXXX contacted USAA on chat and phone only to be told that the merchant code for the COMMISSARY that is clearly part of the transaction name is " grocery '' and so they won't honor 5 %.
On XXXX XXXX, XXXX contacted USAA on chat and asked for an example of a merchant code that WOULD qualify as an on base purchase and they said they can not provide.
I suspect that USAA knows there is NO merchant code that actually signals an on base purchase and thus they will NEVER pay the 5 % cash back up to {$3000.00} because the merchant codes are reported by the actual store.
Additionally, USAA is a military oriented company. The commissary, shopette, and exchange are common to EVERY military member and their families. If they are a company that requires military affiliation, but then can't understand that almost ALL commissaries, shopettes, and exchanges are ON BASE then they are clearly roping service members in only to not uphold their end of the deal.
*Details of the program and links are included in the attachment
|
| 07/23/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I recently had fraud on my account at USAA. Immediately upon speaking to the representative XXXX XXXX, she advised, my son was a victim of a scam. He deposited 2 checks and made a {$500.00} withdrawal. She said she had spoken with him and told him to just give the money back. Not once were we asked if he did it. Her mind was already made up before she spoke with either of us that he had done it. He had basically been tried and convicted before she spoke to him and not wanting to really hear what I had to say. Needless to say our claim was denied and I have to pay back {$500.00} plus fees for something we did not do nor did we get a fair chance. I keep finding out little pieces of what happened each time i call and speak to someone else. I have been with the bank over 15 years and this is how I am treated. Unfair and unjust. All I am asking is for someone to remove the tunnel vision and look at the history and patterns of my accounts. Everything we do is remote, online. I cant remember the last time I have actually went to the physical location let alone made a check deposit at an atm. Granted I do make cash deposits at the ATM, rarely but I do. However, I pretty much use the same ATM, which is the one located in XXXX XXXX. Again, this was not done by my son nor myself. Please look into this further. There should be video since it was done at an actual branch ATM. I will gladly view it and see if I can identify who made the deposit. All Im asking for is help getting my account credited back.
|
| 04/14/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
XX/XX/XXXX I received an email at XXXX from Usaa that my securty token on my account had been deactivated. I contacted Usaa concerning the email. I stated I think something is going on, I had not been in my account and my token had been removed. The gentleman never addressed on questioned me about my deposits and withdrawals. Later that night in checking my noticed an email about a XXXX of {$1000.00} had been moved from my acct. Also the need to verify adding an account as a user. I went into my acct removed the request to add because I had not authorized new users. I also noticed theXXXX XXXXtransactio. I called around XXXX that night to dispute the transaction and he said to me he says a dispute is already on the transaction. I also asked him how long my other XXXX do woukd be on hold and he said u til XX/XX/XXXX.
On XX/XX/XXXX a little after XXXX I received an email that a XXXX of {$1000.00} had been done. I called USAA discussed the second XXXX and asked about my call the night before where I asked if the previous XXXX had been disputed. The agent claimed there was no record of the call, it she out in my two disputes. Later that day on my joint checking there were charges of XXXX for a spa and a {$10.00} a beauty supply. I contacted USAA and disputed. TheXXXX they gave back. That night on my credit card I noticed several XXXX charges and another XXXX to a Beauty supple store I again called Usaa and they put in a dispute.
To dateI have XXXX charges and XXXX have been provided back.
|
| 05/14/2019 |
Yes |
- Debt collection
- Payday loan debt
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, XXXX XXXX withdrew {$1800.00} from my checking out with USAA. I contacted USAA to ask when XXXX last attempted to collect money funds from me. They stated XX/XX/XXXX XXXX attempted to withdraw a payment and was unsuccessful. I was not contacted by XXXX in any way to inform me that I still owed a debt and they would like me to pay. I contacted XXXX. They explained that I took out a loan XX/XX/XXXX. They explained they sent emails from XX/XX/XXXX-XX/XX/XXXX to collect the debt and made several attempts to collect the monthly payment and had been unsuccessful. However, no mail was sent to me and I did not see any emails. Months went by with no word and completely unknown debt. They stated that if I wanted to loan again, I could. USAA conducted an inquiry and deposited the {$1800.00} back into my account on XX/XX/XXXX. I felt relieved that a company could not randomly withdraw large amounts of money without notice. However, on XX/XX/XXXX, the money was withdrawn again by USAA. However, no explanation from USAA was given as to why they took back the money they returned. As a single mother of a sick son, I can not handle the not being notified or at least be given notification to settle a debt with arrangements. I do not feel USAA should have taken the money without explanation and I do not agree that XXXX ( or any company ) is permitted to withdraw funds from an bank account whenever they feel. I should have been given written notification with an opportunity to settle the debt.
|
| 09/04/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I keep getting the XXXX XXXX from this company. I have tried 5x unsuceesfuly, especially afteer getting hosed by XXXX, and some customers XXXX on the 1st of the month ( a mil payday ) to access funds.
I have a severe plumbing issue and I need things from XXXX or XXXX. I was unlawfully denied because XXXX was shooting " unamerican bitcoin cash outers '' in the foot. When I highlighted this after 6 hours or more of tweeting, the card let some transactions thru. I was called " unamerican '' for an XXXX XXXX account secured CD I tried to open and my info is continuously out of XXXX reported to me, even though somehow the bank has my info. Sent info to XXXX and usaa but I keep getting the PC XXXX instead of " getting XXXX straight '' ( as chief says ) with the bank.
THis is the 3rd bank im having XXXX with and XXXX DESERVE BETTER than this XXXX organization that treats us worse than trash. they deserve less than the reputation listed online and can XXXX XXXX complaints in the XXXX XXXXIf treat people this way, DONT EXPECT POSITIVE REVIEWS AND TWEETS. unlawful reporting as ABUSIVE to twitter is a 1st amendment violation and illegal censorship. companies do not have the right to choose how info or what info gets leaked about them because of thier bad actions. this is also a trend. XXXX payments take over 3 mos to move. balances have been refused to be sent to my other accounts and the option to add more isnt working, as is half of thier website on a ongoing basis. This is why I left regions.
|
| 11/26/2016 |
Yes |
|
|
|
Web |
Servicemember |
|
I have been a member to USAA since 2004.
today I have auto insurance again with USAA. However the problem seems to be with the USAA credit debt collection department. Because, I have entered into a Debt Relief program with the National Debt Relief, a USAA credit debt collection agent called me and stated that as a result of me haven joined a Debt Relief program, the credit card department will be obligated to cancel my auto insurance, if I do n't make payments to my credit card. Today I spoke directly with the USAA auto insurance department, and they said, that no other department from USAA or any credit card, has the right to stop my auto insurance. So my question is, why was the USAA debt collector agent giving me false information about the outcome of me being in a debt relief program? USAA should not have the right to retaliate against my auto insurance policy. I also spoke with the USAA Credit Card department and they forwarded me directly to the MasterCard debt collection company and they as well stated that, no such thing can be done by a credit card company ... that whoever said that, is giving you misleading information.
I here by call on a complaint against USAA Debt Collection department for giving false information about the life or extend of my auto insurance just for being in a debt relief program.
As of today, all my auto insurance quotes have been paid. So I have no idea why USAA wants to retaliate against my auto insurance, when that is in good standing.
thank you.
|
| 07/21/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
In XXXX of 2023 I tried to pay a credit card bill I have with USAA. I hadn't used the credit card in a couple years, but I had an emergency in XXXX of this year that I had to use it for. My plan was to pay the balance in full, in XXXX of this year, but I was unable to make a payment to USAA do to not being able to verify my identity. The only way they would allow me to verify my identity was by verifying a code that they wanted to text to my cell phone. The problem was that that was an old phone number which is XXXX. Sense I could not verify my phone number because I no longer have that number, I was hung up on by several USAA customer service reps. After serveral more phone calls, I finally got a customer service rep that agreed to listen to me. He said that it is company policy for them to hang up on people who have identitites they are not able to verify. He also said that USAA has an online service where I could upload my passport and drivers license to get verified. So I immedialtley did, but that did not work either, so I called back and was given a fax number to send my information and just wait for a call back, but I never recieved a call. So I called again a few days later, and they said to just have my bank send them a check and they would apply it to my account. USAA ended up not accepting the check and sent it back. Now they have reported to the credit burreaus that I am 30 days late on a payment, and they literally wont let me pay my bill. I dont know what to do. Please help
|
| 09/13/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
1st issue : My account became linked with a third party, someone named XXXX XXXX whom I do not know nor requested, in XX/XX/2021. Problem was resolved but without explanation of how it occurred or reassurances of account security.
2nd issue : My account suddenly became " locked '' without notice due to what I was told were " federal regulations '' requiring me to prove my physical address. I was unable to use or access my account in any way. I was asked to send in a copy of a recent credit card statement as well as my ID, which I did. I faxed the documents and rep claimed they were too blurry to read. So I mailed them. They were received on XX/XX/2021 and I was told that I would regain account access upon review. I then received an email on XX/XX/XXXX stating that my review for identity verification was complete and all was well, however I have still not been able to log into my account. I called again today to clear the matter up and was told their records showed that I have been a member for 14 years, which I have not. I only just opened the account in XX/XX/2021. Then I was told that there was no record of my checking or savings account, so no monies in the account could be returned to me. I was asked if I thought my account could have been hacked. I would not know from their end if that is the case. No other identity theft has occurred in any other of my accounts. Clearly USAA is not safegurading my saftey as a customer. I have requested that the accounts I had with USAA be closed.
|
| 03/26/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
I went through a divorce and USAAs divorce dept helped me change all my accounts. They changed my checking account from my current checking to an existing savings. The account numbers are only 2 numbers different.
I have been with USAA since 1997. I have never had this kind of issue.
I am having problems paying out of my current account with autopay and it keeps reverting to my old account. I have called on a least a dozen occasions and most recently they reported me 30 days past due because of misinformation they have given me or misunderstandings with the account.
I talked to the escalation team today and they helped me set up autopay on the new account and had numerous issues doing it though because it kept reverting to the old account.
They saw my issues but at the end said its my responsibility to pay my bills. All this while I have a Covid 19 90 day relief of payments from them.
I want the entire file reviews and all conversations listened to. I was misinformed and misled about how my payments would go through. Additionally they are sticking me with a convenience check fee after my credit card was expired and I needed a method of payment for construction workers remodeling my home. They said they would overnight checks but didnt tell me it would acquire additional fees. I feel they are playing word games.
I am a XXXX and Ive not only received paycuts but XXXX furlough or even lay-off. Im trying to refi my house and USAA is manipulating their XXXX up to make it mine.
|
| 11/29/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Confusing or missing disclosures
|
|
Web |
|
|
Moving family including selling existing home and buying new home. XX/XX/XXXX called USAA to get information before opening an account, and explained I would be selling my existing home and buying a new home. USAA said the account would be fully available without limits once opened. After confirmation, we opened account and on XX/XX/XXXX wired assets from home sale into account. On XX/XX/XXXX, we attempted to wire money to purchase new home and was informed there was a 30-day hold on new accounts and they could not wire to title company. After escalation, USAA stated they would waive the policy, took the transfer information and stated the wire would be sent that day or first thing on XX/XX/XXXX. XX/XX/XXXX, day of closing, wire never went through. There was no notification or alert or transaction log. Called USAA and they said the wire was cancelled due to the 30 day hold on account. USAA states they can not wire the money, and according to their deposit agreement, maintains sole discretion of allowing or disallowing any transfers services. Without physical locations, I could not access my assets within my account. They also explained they would not electronically transfer money nor issue a certified cashiers or tellers check. There is no written documentation within USAA website or deposit agreement that describes a 30 day aging period on new accounts for transfer services. They just reserve the right to disallow you from using those services for whatever reason they believe is just.
|
| 11/05/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
Beginning in XXXX, XXXX my Identity and personal information was stolen. Both of my banks, USAA and XXXX, were hacked Into and an account takeover began, with all of my funds in both accounts were stolen in access of over {$100000.00}. Also, an auto loan in the amount of {$65000.00} and a credit card with a {$100.00} balance was fraudulently opened in my name through the bank USAA. XXXX XXXX identified the account take over immediately and credited my account back {$70000.00}. After 3 years of trying to get my money back and my credit fixed with USAA, I have run out of options. USAA has locked my out of my account, refuses to show any evidence of the crime after numerous of FTC reports and requests asking for them to furnish all evidence. A police report was filed. USAA continues to hang up on my phone calls and refuses to address all of the criminal activity that has happened to my. They refuse to acknowledge my account take over with both checking and savings account well over {$50000.00}, and the fraudulent auto loan ( {$65000.00} ) and credit card ( {$100.00} ) remain on all 3 credit bureaus. After locking me out of my accounts USAA kept over 4 months of income direct deposits into my accounts until I could get the transfers completed to XXXX. USAA is a criminal organization and must be held accountable for allowing my life savings and credit ruined. I need help. Much more information credible information is available and proof I had nothing to do with this crime. Please help me.
|
| 09/08/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Trouble using your card
- Can't use card to make purchases
|
|
Web |
Older American |
|
on or about XX/XX/XXXX, my credit card company, USAA withdrew XXXX dollars from my personal checking account with me calling and requesting and XXXX. They stole XXXX dollars with out my permission and did not place it on my credit card as a deposit..I have no idea where it is!
Previously, on or about XXXX, I called and talked to a customer service rep. I asked why my USAA credit card balance had stayed at XXXX for al least XXXX XXXXays. She told that large XXXX deposits ( XXXX ) were red flagged and held or frozen or put on a hold for an unknown amount of time ( 10 days ) until " someone " could investigate this red flag. No on from USAA contacted me at any time in the XXXX years I have a customer of USAA.
Not knowing this, I continued making deposits from my personal checking account to get my balance up.I needed to order important things. This is how I order my XXXX medications that I must take regularly for my serious health conditions.This is how I order items that I can not buy in my small town of XXXX, Oklahoma. I can not drive to XXXX or XXXX to by these things I need. I need to buy them online. These are things that are very important to my daily quality of life. USAA 's abandoned their Fiduciary responsibility to me and I suffered emotional pain, physical pain, and anger as to how they stole XXXX from me and would not put my XXXX deposits on my USAA credit card. I see this as a severe violation of my rights and I consider the a clear case of XXXX XXXX. I am XXXX XXXX XXXX.
|
| 11/14/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I purchased two suits from XXXX, a company that makes bespoke suits. This company committed fraud, did not meet its terms of service, and lied about their shipping arranagments to me. I received the suits, to an address in XXXX, because they would not ship the suits to XXXX XXXX, where I currently live. This is despite nothing in their terms of service claiming they would not ship to XXXX XXXX. It only states they do not ship internationally, and XXXX XXXX is part of the United States -- so the shipping would indeed be within the same nation and not " international '' The suits, which I had to fly to XXXX to pick up, did not fit me at all. This was despite a guarantee they would. They refused to allow me to get them tailored in XXXX XXXX, again claiming in International. XXXX XXXX is not international, and to highlight the absurdity of this argument they could of simply used the USPS and not paid additional shipping costs. Also, I would even be willing to pay additional shipping costs.
My credit card company asked for a letter from a competitor, which I was able to get and provided. This gave the expert opinion that XXXX was not acting within industry practices. I also provided all my correspondence indicating they would not remake the suit from a tailor in XXXX XXXX and they would not honor their guarantee. Despite this, they would not reverse the charge. This is against their terms of service.
XXXX also refused to accept a return of the suit and provide a refund.
|
| 12/04/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I filed a complaint ( ID XXXX ), on XX/XX/2023. All information about what was experienced thus was documented there. USAA did reopen the case and claim to have reinvestigated. I, however, still did not get a call from the Dispute team, which I asked for. I was told the Dispute team notated that I sent a lot of things but mostly not on regards to what they wanted. The blanket document USAA sends never clearly states anything. This whole ordeal began on XX/XX/2023, as of Friday, XX/XX/2023, I get a document saying there were no errors made and USAA will be reversing the {$900.00} on XX/XX/XXXX. I spoke to someone on the Resolution Team again and this time she heard me out and everything that has transpired due to this. USAA has put my case with the Dispute Team, this is a fraud case as well. Since XX/XX/2023, there was a credit card trying to be opened on XX/XX/2023 with XXXX XXXXXXXX XXXX which I filed complaint ID XXXX on XX/XX/2023. The purchase of the puppy and this XXXX XXXXXXXX XXXX both have a XXXX XXXX, SD address. This place has never been on my radar, have not been there, or been affiliated with this since this. As of today, I hav filed another complaint with the Identity.theft.gov because now someone is trying to book hotels and such using my name, reference # XXXX. My credit reports have fraud alerts, they are all frozen. I do not think USAA has taken my case to the correct department. This needs to be address because it has taken a significant toll and hardship on me.
|
| 05/20/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
On XXXX XXXX 2017 I was approved for the new USAA " Limitless '' rewards credit card. USAA 's website promotes the card as earning 2.5 % cashback and says about the card " Enjoy unlimited cash back on the amount you can earn. '' They clearly named the card Limitless and indicated that it offers unlimited cash back. On XXXX XXXX 2017 USAA closed my Limitless credit card as well as my older Visa rewards card with them. USAA also provided notice that they would close my checking and savings accounts with them in 30 days on XXXX XXXX 2017 . The letter informing me of the closure of my USA A Limitless card said that it was closed due to " unacceptable behavior or activity, '' but did not elaborate, nor would the phone rep I spoke to on XXXX XXXX , 2017 when the Limitless card was declined when attempting to make a purchase with it. I am left to conclude that this " unacceptable behavior or activity '' is that I charged too much to the credit card between the date it was opened and the date USAA closed my account since there was no other significant account activity with my other USAA accounts during that period. I am frustrated with this result and hope that USAA will reconsider their decision and reopen my accounts with them. Having been a customer for over a decade I had previously been very satisfied with USAA and am disappointed that they appear to be misleading members in how they 're choosing to promote their new credit card.
|
| 02/18/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Mobile or digital wallet
|
- Unauthorized transactions or other transaction problem
|
|
Web |
Servicemember |
|
Hello to whom it may concern my name is XXXX XXXX and I was giving fraudulent checks to mobile deposit in my account in exchange to help pay for stock and for me to keep the remaining money left over from the stock payment. I was dating name XXXX XXXX Gave me fraudulent checks to mobile deposit and when the checks were deposited Mobile. the check cleared and it became available instantly. The signature on the check is not mine .I did not know that the bank would clear a check that I did not a have the money to cover and did not wait 24 hours to deposit. I called the bank Monday, XX/XX/XXXX around XXXX XXXX to ask if the check cleared and if the money was really there and I was assured that everything was OK. XXXX XXXX had access to my phone and sent the money that was deposited via mobile checking app, to what I thought was stock market but sent it out to people on XXXX XXXX in XXXX XXXX and XXXX. The bank did not catch the fraudulent charges until all four of the checks cleared totaling 8000+ dollars. I have not spent the remaining amount of money of 2000 almost {$3000.00} so is there anything anybody can do to help me I dont have the money to pay back {$6000.00}. Im a single mother and I work for myself I have never made such a large deposit is there anything anybody can do to help me catch the people involved in this.Now the bank is also saying Im involved in first party Fraud and I cant get a hold of anybody to explain to me what that exactly means and what are my options.
|
| 08/09/2019 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
Servicemember |
|
USAA MORTGAGE Approved our refinance loan of {$180000.00} and sent our " Final Disclosure '' on XX/XX/XXXX for an XX/XX/XXXX Consummation Date.
We've already paid all property taxes and insurance through XX/XX/XXXX.
On XX/XX/XXXX, at the time of signing- the Notary placed NEW " Final Disclosure '' on top of our Loan Documents changing the terms of the XX/XX/XXXX " Final Disclosure '' and forcing our hand in accepting the inclusion of escrowed insurance and tax payments.
According to CFPB, it's against the law to give this less than 3 days notice before signing. We were coerced and this will negatively affect our finances moving forward, putting us at higher risk while also causing us to lose the benefit of controlling our own monies and using our credit to our best interest.
USAA could not give any clear answers as to why they did this at the last minute as we were in the process for almost 2 months, nor would they offer any reconciliation.
USAA then spent our valuable time having us continue to email and call them to re-hash the scenario to different representatives, also putting us on hold at 20-30 minute increments and eventually offered " hope '' that the servicer could adjust off the escrow. When we asked if having escrow taken off has ever happened, they said " No. '' We will lose the ability to make interest on the monthly payments to escrow and we will lose the ability to pay-down the principal during the year because of USAA 's incompetence with this matter.
|
| 01/18/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
In continuation to complaint XXXX, that I filed on XXXX XX/XX/2023, I have recently received a letter from USAA stating that information is needed from my wife to unfreeze our account. It was dated XXXX XX/XX/2023! They did not freeze my wife 's card until XXXX XXXX and that is the day that I called to complain and get it unfrozen. I requested a reason for the freezing of her account as well as what would be needed to unfreeze it. They created a letter and falsely put that it was generated and sent on XXXX XX/XX/2023.
Beyond the fact that they are being deceptive on the timing of their notification, USAA provided no details on what is required. From my initial conversation with the representative on XXXX XXXX, I was informed that they needed additional information to verify identity. Together with my wife ( virtually since she is in XXXX at our home with the kids while I'm in XXXX doing military duty ), we submitted my passport, her passport, my military orders, and her permanent residence card via the online document submissions tool and received confirmation that they were received. And further proof that they were deceptive in the date of the letter, the messages in our USAA account inbox of me sending the aforementioned documents and the confirmation from USAA came on XXXX XX/XX/2023 when I sent them and the supposed XXXX XXXX letter was the latest message ( see XXXX ).
After 18 hours of sending all of our documents for verification, our debit cards still do not work.
|
| 11/18/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
This starts XX/XX/2022 and its still a ongoing situation I am still have problems with them. When I first made the account I accidentally lied and said I was XXXX program because I thought they wouldnt check and I was just having that bank account to just save my money in there. I didnt think they was going to lock me out of MY account So they they told me to send proof that I was in XXXX and I found a paper online and sent that to them but that was only to get my funds out the account and have my money back I didnt think they was actually going to be a problem I told them I didnt want to do business with them anymore! But I sent in my ID, my social security card, my birth certificate they think Im fraud I told them IM ME just give me my money. They locked my account because I was cash apping my brother {$10.00} here and {$8.00} here over petty money like its my money they see where my money came from which is my school I just dont understand its been a 4 month situation and they still giving me a hard time they still send me letters of house much money I got in the bank but they act like they dont want to close it 2 ) I have {$2000.00} that I can not access my school sent those funds to me through my financial aid where I am taking a loan out that I will have to pay in a long run.
Just please help me I even told them my mother passed I couldnt even pay for funeral cost I went through a hardship, loss of income, definition of Character. Just please help me!!! Im begging you
|
| 11/27/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
Servicemember |
|
On XX/XX/18, while on the banking website, saw an offer to switch the checking account to a Cashback Rewards Checking account. Followed the steps to do so and received the following error : We are unable to complete your request. The system is currently unavailable. We apologize for the inconvenience. Please try again later.
I called USAA and they opened a web support ticket to inquire why I was unable to process the request when the banking agents confirmed there were no issues they could see that was creating the hassle.
I followed up with agents on XXXX, XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XXXX, and was consistently informed web support was still working on the issue, keeping me on hold while the agents tried to find out more information, calls being disconnected after extensive holds. I did receive a voice mail on XX/XX/XXXX from a XXXX in web support asking me to call back USAA. When I did on XX/XX/XXXX, I spoke with XXXX, and after the extensive hold and the call disconnected, I had not followed up since, waiting for another voice mail update.
I called today, XX/XX/XXXX, having received no further voice mails and still receiving the same error message on the banking website. I was informed by XXXX, in web support, that the ticket had been closed XX/XX/18 and he would need to open a new one.
I've been told the banking agents themselves are unable to process the request to change to the Rewards account, that only clients can initiate and complete the request/transfer.
|
| 09/02/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
Yes- my Auto Loan Payment with USAA Federal Savings Bank is supposed to be taken out of my checking account on the XXXX of every month. Until today this was about the only thing with USAA that was working correctly. Additionally I added my mother 's name to my accounts, and service representative I spoke about with my auto loan could not yet again tell me how to do this simple action. I sent them a letter signed by my mother on XXXX XXXX XXXX and no action, or even acknowledgement of receipt occurred. Also they simply did not call my mother if, as agent today stated, they had verification issues. Finally, I spoke about a week ago with the XXXX XXXX XXXX about getting my mother off my accounts, and the gentlemen I spoke with could not even keep up, as had to repeat myself several times, nor tell me how to do this, and was supposed to get back with mee but never did. USAA was open today, but the XXXX XXXX XXXX was off for labor day weekend. Finally, my home mortgage payment was supposed to be taken out yesterday on XXXX XXXX XXXX, but was not- when will it be taken out now XXXX XXXX XXXX? 4-days late? How is one supposed to manage finances with this type of service? Finally, USAA supposed to be a XXXX Bank XXXX service member worldwide in all time zones and not even open XXXX XXXX a week- so how do XXXX service members, especially in XXXX communicate now? Finally today they could not get the XXXX time text code to come through to me after 3-tries!!!! Is all this acceptable????
|
| 04/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
We previously had Auto insurance with USAA and left them due to their discriminatory practices with taking advantage of XXXX XXXX Americans and U. S. Veterans. We are now being retaliated against regarding their falsified claims for Home Insurance claims they have been reporting to XXXX XXXX and impacting us negatively when attempting to shop around for new Home Owners Insurance. USAA never paid a claim out for the Home Insurance Claims which we did not file as a claim. We only called them during a major Torando or Wind occurence in GA to inquire and just only view our home. However, we did not file 4 Claims and one is also a duplicate on the same day! Also, when I spoke to XXXX XXXX on XX/XX/XXXX, I was informed that these were not Valid Claims because there were No Payouts on them. Therefore, the following Home Claims should not be reported on our XXXX XXXX Report to further Oppress and Suppress XXXX XXXX-Americans from obtaining lower and competitive Home Owners Insurance : 1. XXXX - Home Claim USSA Reported on XXXX XXXX, XXXX 2. XXXX - Home Claim USSA Reported on XXXX XXXX, XXXX 3. XXXX - Home Claim USSA Reported on XX/XX/XXXX 4. XXXX - DUPLICATE Home Claim USSA Reported on XX/XX/XXXX This is a direct form of Discriminatory Practices which USAA has exemplified against us by utilizing XXXX XXXX to report negative and False claims to retailiate and oppress us from obtaining Home Owners Insurance! They need to be reported to SEC and FTC for their illegal practices as well!
|
| 12/20/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I deposited a check for an amount of {$XXXX} at a USAA ATM machine in XXXX. When I deposited the check only a portion of my check was made available. I immediately called USAA to understand when the funds would be released. The USAA representative expressed that the full amount would be available the morning on XX/XX/XXXX. That next day my account indicated that I had an available balance of $ XXXX in my account. I went on to make payments and my debit card went through on all occasions. Later that day I went on the app and noticed that there was still a hold balance on {$XXXX}. However, my available balance still read that I had $ XXXX available. I called USAA and another rep stated that the check was being held until XX/XX/XXXX which went against what I was originally told. I was irate as this negatively impacts my finances as we are approaching XXXX and the holiday season. I have travel plans arranged and now am unable to follow through with those plans. They indicated that they could not make an exception and that it would be escalated to an advocacy group which will take up to XXXX business days. Given that is a Friday it would not be until next week. Now my account is in negative standing and I have XXXX access to funds and unable to celebrate the holidays with my family. I paid a large bill using another account thinking that the check would clear and am now stuck with {$XXXX} going into the holidays based on FALSE information by a USAA representative.
|
| 04/25/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem with additional add-on products or services
|
|
Web |
Servicemember |
|
On XX/XX/2016, I obtained a XXXX personal loan through USAA.
When I inquired on loan options, I thoroughly explained this was a joint loan and the other individual on the loan does not have a steady job history. The loan sales person listened to the information I provided and quickly responded with their debt protection option. I requested if this option would cover in the he was to lose his job for any reason, in which he responded, it would. Now, 2 years later, he is no longer employed as he has been incarcerated, leaving myself and my children a single income household, with no financial assistance from him or anyone else.
I am very disgusted that a reputable company such as USAA would support such deceptive sales practices. I am a highly educated and intelligent individual and would never have made such a large financial commitment to USAA if I had been provided the correct information. He had sent me the information to my phone and I quickly signed and returned it.
This illusion of protection has left me with a large financial burden that could cause me to lose my home. I currently pay about {$200.00} a month in loan repayment and now have no assistance from his income and no back up from the debt protection I was promised would support in this event.
Upon contacting USAA and speaking with a superior, I received only an apology, a denial to pull the call records as they no longer exist, and an offer to extend one month 's payment ( Which they could not even do ).
|
| 10/27/2016 |
Yes |
- Money transfers
- International money transfer
|
|
|
Web |
Older American |
|
I live in XXXX ( XXXX ) and use the USAA Bank in XXXX, since I reached XXXX, to collect my SS payments, then once a year I transfer the amount to my XXXX bank ( XXXX Bank XXXX ). Never a problem until last week when I wanted to make another transfer. The international wire dept, said that they has new verification questions to ask before being to wire money. I said " fire away '' but they told me that their 'question qenerator ' would not give them question to ask to verify me - and therefore no transfer. I spoke with their banking dept. and then their technical department ( both gave me XXXX verification ). Both ( at different times ), transferred me back to the international wire department - but I get the same reaction : " we have some different questions to ask, so we still can not wire the funds to you ''. They refused to let me speak to a XXXX and no one has phoned me. I have no idea what the problem is and neither do the XXXX department ( referred to above ). I changed all of my login, pin code, and XXXX security questions thinking that this might be a good idea. But I still get the same reaction ( now XXXX working days ). My credit rating is gold plated ( in XXXX but, I suppose, in the XXXX as well ). USAA will not or can not say what needs to be done to break the log jam, and I am writing to you in the hope that you can determine what the issue is here and when it will be cleared up. ( I filled in your XXXX XXXX to show what ought to have occurred - but did n't ).
|
| 04/07/2015 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
Dear CFPB, Once again USAA/MasterCard has brought unwanted problems into my life by providing, without my permission or authorization, updated credit card information to vendors for credit/debit cards which I and/or USAA have CANCELLED.
The latest debacle is playing out now. I 'm on a XXXX to XXXX, Texas. I arrived yesterday and rented a car from XXXX at the airport in XXXX, TX. Today, I checked my USAA checking account and discovered XXXX ( XXXX ) unauthorized charges from XXXX for {$310.00}, a total of {$630.00} drained from my checking account. " How could this be? '' I 'm on official travel and made the reservation through XXXX who should have charged my government VISA card for the car rental. What happened? Well what happened is this. I 'm a XXXX and XXXX ( XXXX ), yes XXXX debit cards ago, I entered my personal USAA debit card into my XXXX profile. I never, ever provided my personal debit card to XXXX for this transaction because it was a business trip. However XXXX " pulled '' my new credit card information and charged my debit card, not once, but mistakenly XXXX ( You can get the details from XXXX XXXX ( XXXX ) XXXX, billing supervisor, XXXX XXXX XXXX, XXXX, OK ). Bad on XXXX XXXX for charging the wrong card and charging it XXXX and they are correcting the problem.
But the bottom line is this ; none of these problems would occur if USAA would stop providing canceled credit/debit card information to vendors without my permission.
Regards, XXXX XXXX ( XXXX ) XXXX
|
| 09/25/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
On XX/XX/2019 ( approximately ), I mailed my monthly payment check to USAA Bank on my USAA RV Loan. I mailed a personal check on time for the payment amount of {$180.00}. Unfortunately, the monthly payment was actually {$180.00}. Therefore, I inadvertently wrote my payment check to USAA for XXXX cents short. As soon as USAA notified me of my error via mail, I immediately wrote and mailed a check to them for " XXXX cents ''. During this incident, I was going through a home refi loan. I was soon thereafter informed by my loan broker that USAA issued me a 30 day late on my account to the credit reporting agencies ; due to my XXXX cent error. When I telephoned USAA regarding the issue, I was informed to write an explanation/defense letter regarding the incident and they would conduct an internal review of the incident, in order to determine if their credit damaging action was valid. In one later response, USAA notified me that their final decision regarding my explanation/ defense was deemed " frivolous '' and that the 30 day late that USAA issued to me to the credit reporting agencies was valid. ( Ironically, USAA Bank didn't view their aggressive credit ruining actions regarding my minor XXXX cent error as frivolous ). Since that time, due to my frustration with USAA Bank 's unprofessional action against my credit history, I have recently sent a loan payoff check to USAA, so that I can close my RV loanand eventually end all customer banking services with USAA in the future.
|
| 01/28/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
Older American |
|
Complaintant : In Re : XXXX XXXX XXXX XXXX XXXX, XXXX : XX/XX/XXXX XXXX XXXX, Ohio Probate Case No. XXXX USAA Account Checking : XXXX USAA Account Savings : XXXX My File Reference : XXXX I am the XXXX Co-Administrator, duly appointed and bonded. USAA holds funds belonging to the estate decedent, a consumer holding consumer accounts at USAA at the time of his death. On XX/XX/XXXX I sent that organization a certified letter directing it to surrender the checking and savings account funds in the name of XXXX XXXX XXXX, XXXX. USAA failed to even change the mailing address. The USAA organization is holding up the closing XXXX this XXXX, which was opened in XXXX, XXXX. A certified copy XXXX my letters XXXX authority were sent by certified mail, to which I received no reply. On the phone call to USAA, USAA demanded MY personal identifiers rather than accept the ESTATE 'S Federal EIN number prior to releasing any funds. This is unlawful, as the Estate is a person under the law, entitled to due process in the execution of contractual rights. The XXXX holds no title interest in the assets of these accounts, merely the right to collect and administrate these funds for the benefit of the Estate pursuant to his appointment powers. The Estate stands in the shoes of the deceased consumer, whose personal identifiers are a matter of record with USAA.
I request the release of funds in both accounts styled above using one complaint as this requested transaction is common to both accounts.
|
| 11/22/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I have banked with USAA for over 33 years. USAA does not offer an online way to register a grievance over its banking services, so I am using this method.
I utilized USAA 's Mobile Deposit service to deposit a {$10000.00} check on XX/XX/22. {$5000.00} was made available immediately and {$5000.00} was put on an administrative hold that would not be released until XX/XX/22 ( 7 days ). I was notified of this hold at time of deposit.
Typically, banks use a hold to confirm funds are available to be withdrawn from the bank issuing the check. I contacted USAA on XX/XX/22 via a phone call to confirm the issuing bank had withdrawn the {$10000.00} on XX/XX/22 and to ask that the hold on my {$5000.00} be released.
USAA 's agent told me that she was not able to release the {$5000.00} hold as USAA, at its discretion, has chosen to administer a 7 day hold without exception because I had a bounced check fee within the last 30 days. The agent said this was for my " financial protection '', which does not make sense. Being able to pay my bills protects me financially, and withholding half of my deposit for an entire week just because you can does not protect me.
I understand banks can make their own deposit/withdrawal rules. However, a 7 day hold on half of {$10000.00} check seems an egregious and financially abusive response to a {$29.00} bounced check fee. USAA has the {$10000.00} from the issuing bank. This money is mine and I would like access to the remaining {$5000.00} now.
|
| 10/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Servicemember |
|
Received a 0 % APR until XX/XX/2023 on balance transfers in XXXX from XXXX. I received their cashier checks to make the withdrawal and use the money to pay off the other credit card. The withdrawal for the balance transfer I made was for {$4500.00}. I continued using my card to pay for items, and paid down to {$4500.00} to make sure I don't get hit by any additional interest on anything above the promotional balance.
I paid down the amount to {$4400.00} to ensure that this wouldn't happen again and that I have some buffer between my promotional offer and the rest of my usage.
On XX/XX/XXXX I still got hit with interest rate even though I was under my promotional balance of {$4500.00}. I called USAA and spoke to a representative and he confirmed everything was good on his end and he didn't know what caused the interest fee. So he had it removed completely. Now a month later XX/XX/XXXX and I am still getting hit with an interest fee. I spoke to representative today at USAA, XX/XX/XXXX, and they claim they now can't find any agreement we have made nor any balance transfer promotion even though I still have the original email which they can't seem to locate at all on their end. This is an extremely shady business, and this isn't the first time they add fees or interest on promotional offers. They had to settle out of court a few years ago for the exact same thing and now they are still doing it and it is incredible to me that they are being allowed to get away with this.
|
| 09/30/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank failed to meet their legal obligations pursuant to 15 U.S. Code 1666. ( a ) ( 3 ) ( B ) ( ii ) by failing to send a complete written explanation to the obligor ( XXXX XXXX XXXX ) of the investigation conducted by the creditor. On XXXX XX/XX/2020, a USAA CEO member relations representative stated that only a partial written explanation of the investigation was required and that further investigation details would only be passed via non-written means ( i.e. telephone ) and can not pursue the matter further due to Visa policy. Specifically, USAA has refused to provide a detailed record of the telephone contact attempts ( i.e. a list of call dates and times ) to me during this investigation. Additionally, the USAA CEO member relations representative acknowledged that their credit card dispute representative did refuse to contact me regarding my case but offered no written explanation for this contact refusal. I have over 1 dozen documented attempts to receive a full written explanation of USAAs investigation and transcripts of those attempts are included with this complaint. As USAA failed to comply with this legal provision [ 15 U.S. Code 1666. ( a ) ( 3 ) ( B ) ( ii ) ] and the obligor continues to make substantially the same allegation with respect to the error, the creditor ( USAA ) has further responsibility to continue their investigation to remedy the credit card error regardless of another financial services company 's policy ( i.e. Visa ).
|
| 02/11/2017 |
Yes |
- Bank account or service
- Savings account
|
- Account opening, closing, or management
|
|
Web |
|
|
At the end of XX/XX/XXXX i misplaced my wallet ( which had my USAA membership card and all my info along with my debit card in it ) and the wrong hands found it because within the next couple of days i had XXXX savings accounts opened in my name, which i did NOT authorize my any means. Whoever opened these accounts deposited fraudulent checks for various amounts of money, coming up to be around {$4000.00}, which ended up returning and putting MY account negative almost {$4000.00}. I have been trying to resolve this issue with their financial institution for 5 months now, i have called and called and my step mother ( the joint over on the account ) has called and called and they always say they will call back within the next couple of days and NOBODY CALLS. I have never received a phone call back for as long as this has been going on. Every time i call and talk to someone they can never help me and say that the person who can help me will call me and they just never do. I was told i was going to be held responsible for the negative balance on the account and that is completely unacceptable, then i was told the amount had been charged off so now its going to go on XXXX credit report. On top of all of that, i got my paycheck the Thursday after the incident happened, which was direct deposited into my checking account, which got put on lock down, so to this day i still have not seen that {$310.00} and that is a lot of money to a XXXX year old busting her XXXX at work for it.
|
| 08/27/2015 |
Yes |
|
- Closing/Cancelling account
|
|
Web |
|
|
I called the general customer line. Stated that I wanted to cancel my credit card account. Was transferred to another person ( XXXX ) whose job is presumably to talk customers out of cancelling their accounts. Started off nice enough. She asked why I was cancelling my account. I replied that I did n't need the credit card anymore. She asked a few more probing questions before I finally told her that I simply wanted to cancel the card, my mind was made up, and that there was no way she was going to convince me otherwise. Her big " selling point '' was that closing my credit would negatively affect my credit score. She explicitly threatened that closing this credit card could prevent me from qualifying for a home mortgage loan or a car loan. I explained to her that I am attorney, I work for a bank, and that I understand how closing a credit card affects a consumer 's credit. She also explicitly stated that USAA was " looking out for [ my ] best interests. '' This is patently false. USAA makes money by keeping credit card accounts open. Still, for another XXXX minutes she refused to close my account. I asked to speak to her manager. She refused. I asked for her employee number. She refused. After another few minutes she finally relented and closed my account. The entire call took XXXX minutes. Should n't have taken more than XXXX. This whole exhange was expecially disapplointing because I have been a USAA member for nearly 15 years & have generally had positive experiences.
|
| 04/23/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
|
|
I learned on XX/XX/XXXX, from USAA that On XX/XX/XXXX, a USAA credit card application was initiated and approved using the USAA member number XXXX in my name XXXX XXXX XXXX for an individual account that I did not open. This XXXX card required a USAA member number that I did not know, nor did I ever know I had. It reported a monthly income of XXXX which is not accurate. I was unaware that I had access to a different XXXX USAA credit card with a XXXX limit. The XXXX USAA card was opened jointly in XXXX and approved using my income, but without my knowledge or consent using the same member number. On XXXX XXXX, XXXX, The records show a change of address for XXXX XXXX to XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX VA. The same member number was used on the same day for this new application with a XXXX credit limit. There are 2 drug purchases on the initial XXXX approved XXXX USAA attached to my name. Those RX prescription drugs were purchased in XXXX and XXXX from XXXX Florida for a total of XXXX. In addition, a highly suspicious XXXX balance transfer and unknown cash advances were purchased on the card opened in XXXX. The joint USAA account was open for over 10 years after the first application using my name and XXXX income, was closed in XXXX on the same day of this fraudulent activity. This number is associated with veteran XXXX, XXXX XXXX, and her ex-husband XXXX XXXX. A check for XXXX from USAA was sent to XXXX XXXX on XX/XX/XXXX? Why? Is this part of fraudulent activity?
|
| 05/26/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Older American, Servicemember |
|
I n XXXX I received a promotional mailing from USAA for Balance Transfer. The fee for the transfer was supposed to be a maximum of {$75.00} I filled out their promotional check, but my local bank would not accept it without a 21 day hold on the funds. I contacted USAA and told them of the problem. They suggested I use my credit card and just take out the advance that way. What they did NOT disclose was that the {$75.00} maximum fee did not apply if the " convenience '' check was not used. So, they nailed me with a {$600.00} " Cash Advance Fee ''. Additionally, they have charged me the standard " Cash Advance '' interest rate instead of the promotional 1.99 % for 12 month rate. I have called several times over the past three months trying to get this resolved. Each time I have explained the situation to the Customer Service rep, who said they could not help me and then forwarded me to his/her Supervisor. After repeating the story to the Supervisor, he/she said she could not help me and forwarded me on to the vaunted " Executive Resolution Team ''. After explaining the situation again, each of the three Executive Resolution Team members I spoke to over the course of the three months said they would review the tapes / transcripts of my original calls and get back to me within a week. I have NEVER received a callback. I demand a refund of the {$600.00} and all interest charges associated with this balance transfer and a n adjustment of the rate to the promotional 1.9 %.
|
| 11/27/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I was a victim of fraud where someone pretended to be a loved one in order to gain access to my banking account where they deposited a fraud check in my account and withdrew money and deposited into their accounts through a third party app, including through cryptocurrency. This person even applied for a loan through my bank without my permission. I called my bank and made them aware of the situation. The bank issued me a credit immediately and that was that. Shortly after that I went on a trip to XXXX and my phone was stolen and i was without communication with my bank for about two months. I could not log into my account, or emails or get through the telephone prompts due to validating with being able to recieve a text message from them.
After I obtain a new phone and logged into my bank only to find that they charged back the refund which was given to me and closed my account. After the account was closed I had other vendors credit my account and they never credited those amounts to me, they credited toward a negitive balance that I was not responsible for.
This is all absurd and I should not be responsible for fraud. When I asked them how they came to that conclusion that I was responsible for the fraud, they said that i had a part in it but still did not provide any proff. When I first called in to report the fraud, I offered copies of conversations that i had with the person who scammed me but they said that i did not have to submit that information to them.
|
| 04/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/XXXX around XXXX EST I set up a funds transfer from my outside bank to my USAA checking account in the amount of {$2000.00}. To date this transfer has not been completed. I attempted to access my account on XX/XX/XXXX and was denied access stating that I was required to complete a W9 before being allowed access to my checking account. I was transferred to an electronic W9 form that did not work with an error message that instructed to call USAA for assistance. I attempted to gain access to my checking account for a while longer before reaching out to USAA XXXX. I spoke to XXXX XXXX XXXX. She told me that it was required that I complete a W9 yearly despite my having no products for my business at USAA and USAA sending all of my investment products over to other companies several years ago.
I asked to have my account unblocked immediately. My request was denied. I was told that I would have to complete the form that was not accessible on the web before my account could be released.
I asked to have the form sent to my account so that my account could be released. XXXX refused to send the form to my documents.
XXXX also refused to transfer my call to the department that handled the block and W9 forms.
I have also signed W9 's previously.
XXXX was unable to provide a reason as to why the bank needed a W9 or as to why the bank allowed me access to my accounts on XX/XX/XXXX but blocked my access on XX/XX/XXXX and did not completed my transfer from XX/XX/XXXX.
|
| 09/02/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
|
|
We contracted with XXXX to build our house for {$440000.00} and had USAA provide our financing. In early XXXX 2016, USAA requested an appraisal of the home and we learned USAA provided incomplete and inaccurate data to the appraiser when conducting my appraisal. The purchase price submitted to the appraiser was {$410000.00} which was inaccurate and the inaccurate price was used to calculate our price per square footage and comparables. We challenged USAA and requested a reconsideration of value only to be denied with no explanation as to why. On the day of our closing XXXX, the appraiser was contacted and asked to visit the property that day XXXX XXXX XXXX to complete the reevaluation, which we learned through conversation with the appraiser, she never received our options list or received any contact from USAA regarding our request for reconsideration of value.
As a result, our house did not appraise for the purchase price and our loan to value was significantly impacted where we were required to pay a higher amount into escrow for private mortgage insurance ( PMI ). In addition, our monthly PMI payment is higher due to the lack of value from the appraisal.
I 'd respectfully request the CFPB 's help to have USAA provide rationale for the usage of an incorrect appraisal, the lack of communication to the appraiser when a reconsideration of value was requested due to inaccurate data, as well as retribution for the excess paid into escrow at closing and monthly PMI.
|
| 11/10/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA closed my account after being with them for 15 years with little to no notification. The only way i found out it was being closed when i went to dispute an unknown charge. I was given no reason as to why its being closed just that it was managements decision and there was nothing that i could do about it. CSR after CSR either couldnt assist me, could not direct me in the right location or even help with a future direct deposit that was coming. One CSR even hung up on me. Though it may be speculation but i was told that this may be due to a fraud check that entered my account where i had been a victim of identity theft and all consequences i had rectified on my own with minimum investigation or support from USAA. Now that it is all said and done, they are not granting me the ability to extract my funds and have left me, while on military orders unable to provide for my family and in further hardship. Ive contacted the XXXX which USAA then gave me a call and told me they will attempt to investigate. Ive contacted them back the next day because the direct deposit hit and Im left with no answer but a later follow up call stating that they are unable to do anything about the account but they will see how to transfer the funds out. Contacted a CSR the following morning and they informed me theres nothing that i can do and that i must wait an additional 10 business days in order for the account to fully close but it can still receive my money but not give me my money.
|
| 07/11/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
This complaint is regarding poor customer service and issues using my ATM debit card overseas. On XX/XX/XXXX, I was traveling in XXXX and my ATM debit card suddenly stopped working at all ATMs though it continued to work for point-of-sale and internet transactions. I contacted USAA by telephone to report the issue but spoke to a representative who was clueless and could not tell me why my card was not working at ATMs but would work for other transactions. I then emailed USAA 's " executive communications '' channel. Although I marked the message as " urgent, '' explaining I could not withdraw cash while traveling overseas, I did not receive a response until four days later when someone named XXXX called me, supposedly from the " CEO 's office. '' She did not understand my issue and could not answer any of my questions. On XX/XX/XXXX, I again wrote to the " CEO 's office '' stating the issue was urgent, unresolved, and requesting it be escalated. On XX/XX/XXXX, I wrote again stating I received no response. I did not receive a response until XX/XX/XXXX, well after my trip abroad had ended, when XXXX wrote me a sloppily written email full of typos and grammatical errors. So it took 13 days to receive a substantive response and that response was barely legible. Additionally, I could not withdraw cash while traveling and USAA showed no sensitivity to the emergency and made little effort to resolve the issue rather than mail me a new card which I still have not received.
|
| 02/25/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Older American, Servicemember |
|
On or about XX/XX/XXXX, USAA reported our credit card accounts closed or settled. This was not the case. The credit reporting agencies stated this as negative reporting during a time we were house-hunting and preparing to secure a mortgage pre-approval.
We decided not to apply to a lender until we could be sure our reports were clear of this matter.
USAA staff first stated no knowledge, then cited errors by the credit agency, then finally a supervisor acknowledged the error, affected thousands of consumers, stated the error was reported on monthly credit card statements. This was not the case. I asked for letters supporting the accounts were in good standing and these were received. USAA stated the corrections were made with the credit reporting agencies and corrections take 30 days.
As of today, the alerts remain on our credit profiles. I asked the supervisor if this error was required to be reported to CFPB, given published XXXX issues at USAA, and was told not required.
As information, USAA call center staff stated the errors could not be addressed until consumers called USAA, as it was not clear who was impacted.
Yesterday, XX/XX/XXXX, a message from USAA came to my USAA banking inbox stating the error had occurred, and what had been done to address it, which is what they should have done initially.
This notice to your agency is to make you aware of this matter.
USAA contacts " XXXX, '' Supervisor on XX/XX/XXXX ; Executive Resolution " XXXX, '' on XXXX.
|
| 08/15/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
Per USAA report to me on XXXX via another CMFB complaint, I was removed from the USAA jointly held account # XXXX on or around XXXX without my knowledge or consent.
I did not call, nor login online, nor sign a signature card requesting to be removed from this account. Furthermore, any signature that did remove me from this account would be a FORGERY. Any login that indicates I removed myself from this account would also be fraudulent as I did not do such.
At the approximate time I was taken off acct ending in XXXX, there was {$6100.00} in the account. The following deposits totaling {$13000.00} were subsequently made to my joint account ending in XXXX ( ***after my removal ) for a total of {$19000.00} in credits to the account in the weeks subsequent to my removal : XXXX {$4500.00} XXXX {$400.00} XXXX {$2400.00} {$3000.00} XXXX {$1000.00} XXXX {$100.00} XXXX {$100.00} XXXX {$200.00} XXXX {$300.00} XXXX {$320.00} XXXX {$500.00} XXXX {$100.00} XXXX {$120.00} XXXX {$32.00} From my joint account for which I was fraudulently removed, please note the following debits and withdrawals : XXXX {$7100.00} {$1000.00} XXXX {$500.00} XXXX {$320.00} XXXX {$680.00} {$8500.00} XXXX {$370.00} XXXX {$100.00} {$530.00} autopay of loan XXXX These debits totaled {$19000.00}, resulting in the account being overdrawn approximately {$22.00} ; nominal interest is not considered. This account was subsequently closed after I was fraudulently removed from it and the contents were drained.
|
| 01/03/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
During travel our USAA XXXX credit card was stolen and was reported once noticed and determined charges were made that we not made by us. Once reported, USAA placed a credit on the account for the charges and not additional information contact regarding this fraud occurred.
In XXXX of XXXX, the six charges were then charged back on our statement. We then immediately called re-reported these as fraud and asked why these were charged backed- no reason was given. On one call several days later they were calming that we said the charges were valid which was not correct. What we believe happened is several days after the card in question was reported, closed and the credit issued, USAA block charges on another one of our cards on the account and we called in to have that card reactivated ( a different card than one that was reported ) - We sent a letter on XX/XX/XXXX ( confirmed by USAA that they rec 'd on XXXX ) review these details.
We called back on XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, and XXXX and in all cases spending long periods of time and speaking to multiple people who said they would research, and we would get a resolution in XXXX calendar days. To this date we have not received and call or any correspondence including any response to our letter sent in XXXX XX/XX/XXXX XXXX XXXX XXXX$9.00} XX/XX/XXXX XXXX XXXX {$120.00} XX/XX/XXXX XXXXXXXX XXXX {$49.00} XX/XX/XXXX XXXX XXXX {$430.00} XX/XX/XXXXXXXX XXXX XXXX {$15.00} XX/XX/XXXX XXXX XXXX {$130.00}
|
| 03/01/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
See attatched statements XX/XX/XXXX & XX/XX/XXXX. USAA SAME DAY FRAUD INVESTIGATIONS END COMPLETE THE SAME DAY THE INVESTIGATION IS BEGUN. .Investigations can NOT be Accurate or are Not done at all. ALL TEMPORARY CREDITS to begin an investigation BECOME NEW CHARGES the SAME DAY BEGUN. Many are paid by merchants BEFORE TEMP INVESTIGATION CREDIT.This temp credit Not made permanet IS NOW A NEW CHARGE. XXXX Beginning Fraud Same Day Credits XXXX XXXX XXXX XXXX XXXX XXXX = {$160.00} TOTAL CREDITS for this period {$450.00} are from merchants and my payment NONE ARE USAA CREDITS?? Of the SAME DAY FRAUD INVESTIGATION TEMP CREDITS PAID BY MERCHANTS are XXXX XXXX XXXX XXXX XXXX XXXX = {$160.00} NO USAA CREDIT IS NEEDED or provided. MERCHANTS COVERED FRAUD but XXXX XXXX XXXX XXXX XXXX XXXX ARE NOW NEW PURCHASES I DID NOT PURCHASE A SECOND TIME.??? XX/XX/XXXX SAME DAY TEMPORARY FRAUD CREDITS to begin INVESTIGATIONS are XXXX XXXX are XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAID BY MERCHANTS {$280.00} NOW A NEW CHARGE XXXX XXXX XXXX XXXX XXXX ALL PAID BY MERCHANTS DURING THAT PERIOD AND NOW ARE NEW CHARGES same day AFTER MERCHANTS PAID TO COVER FRAUD???. TOTAL CREDITS for this period are {$910.00} ALL ARE FROM MERCHANTS NO USAA PERMANET CREDITS TO REVERSE.??? USAA COMPLETES FRAUD INVESTIGATIONS THE SAME DAY THEY BEGIN.??? NO Accurate INVESTIGATIONS ARE DONE BY USAA. NO USAA PERMANET CREDITS ONLY MERCHANTS CREDITS???
|
| 02/01/2017 |
Yes |
- Debt collection
- Credit card
|
- Communication tactics
- Frequent or repeated calls
|
|
Web |
|
|
I made payments as needed for all months in XXXX. The credit card company said they did not receive XXXX or XXXX. I provided proof from my bank they were paid and even went as far as to set up a conference call between the credit card company, myself and my bank. After the credit card company refused to apply the amount to my credit card account balance and remove the late fees, I went ahead and placed a stop pay on the 2 months of payments and paid the credit card company {$400.00}. I was told that my next payment would be due XXXX. Since that time I have been receiving XXXXXXXX phone calls per day saying that because my credit card balance is over the limit by {$500.00} that I need to pay them now regardless of what was said/done when I paid the {$400.00}. I have referred the callers back to XXXX at the credit card company to go over the particulars yet the calls do not stop. To make matters worse, they have now reported me to the credit bureau and said I 'll need to dispute it with them.
Please help!!! I made my payments as I was supposed to however, they did not process them ( Proof provided from my bank. ). I paid them an agreed upon amount in XXXX XXXX with the understanding from XXXX on their Executive Communications Department that my next payment was not due until XXXX. Despite all of this, I 've now been reported to the credit bureau and receive multiple phone calls per day, even while at work, harassing me to pay my over limit balance immediately.
|
| 07/15/2015 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Application, originator, mortgage broker
|
|
Web |
Servicemember |
|
My wife and I have top tier credit and applied for a loan, we were pre approved and the barrage of sending information began, they wanted everything imaginable, all the way up to the point of asking for a letter from my wives employer that her tips would not change? Thats after sending a form for them to fill out and be reviewed by a supposed independent company. Everything was fine supposedly according to XXXX XXXX.processor Usaa. Well the closing date came and went XXXX XXXX, they said we need a new closing date the XXXX, that came and went, then I called and spoke to another processor that said the date had been moved to the XXXX. Well friday afternoon XXXX XXXX I receive a call from XXXX XXXX that my loan was declined because of debt equity. This is based on the tax returns I originally sent, it took till 4 days after the closing to tell me that. Since the inception of our loan process we sold our current home and will have XXXX available to put down, So I told them well the house is XXXX we have XXXX to put down, house appraised for XXXX. So can we get that amount approved? This is after no longer dealing with XXXX XXXX but working with manager XXXX, XXXX and Director XXXX XXXX. Today is XXXX XXXX I am still not approved and my seller no longer wants to wait for my approval. So I wish I could sue for damages somehow, I am out thousands of dollars and sold my current home and now have to look for another house. Shame on USAA mortgage for doing this to us.
|
| 07/31/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Confusing or misleading advertising or marketing
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I was looking for a used car loan and saw an add on my USAA Banking website that read, your loan offer from USAA bank is good for 45 days. The ad said the rate would be as low as 2.99 % APR when enrolled in automatic payments and purchased with car buying service for XXXX and older models. There was a 1 as a note. Under the note there were various comments but none limited the ad to any specific model year. I applied for the loan, causing a credit hit and the loan was approved for 6.95 %. When I called and asked why my rate was so high, I was told that the lower rates are only good for vehicles XXXX and newer. I explained that there ad said XXXX and older. The only reason I did not qualify for the lower rate was the year of the vehicle. I have very good credit and have gotten loans from USAA multiple times. No where in their advertisement did it mention that this ad was only for XXXX and newer vehicles or I would not have applied knowing I was planning to purchase a XXXX Vehicle. Again the ad specifically states XXXX and older. The rep I spoke with refused to honor their ad, so I escalated it and spoke with XXXX ( employee ID # XXXX ) who again refused to honor their ad stating that the ad says " as low as '' 2.99 %, but the reason they gave me for not qualifying for that rate was only due to the model year of the vehicle, which is indirect conflict with their ad saying XXXX and older. I have copies of the ad and the notes from their website.
|
| 01/13/2017 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
My credit card number was stolen and fraudulently used to purchase services in XXXX. I am a resident of XXXX and was traveling to XXXX and XXXX at the time. I called the credit card company, USAA, and disputed the charges. I spoke to at least XXXX individuals who repeatedly lied to me about the state of my credit card and my ability to use it while traveling ( I would be stranded without hotel or food. ) This was back in XXXX. Today, USAA claimed one of the XXXX businesses claimed the charges were valid. Despite the fact that the fraudulent charge was not made under my name or the name of anyone in my family, USAA is holding me responsible for these charges. Further evidence I did not make these charges is that I was not in XXXX at the time -- as plane tickets bought with my USAA card show -- and the card was used for vehicle services on a vehicle I do not own -- as my car insurance with USAA would show. Despite all of this evidence, USAA is attempting to charge me for these fraudulent charges. I am being given NO RECOURSE to bring up these pieces of evidence. Furthermore, since XXXX, USAA representatives have repeatedly treated me in a condescending fashion and lied to me about the state of my card. I fear USAA may be colluding in a SCAM with the disputing company, XXXX. Furthermore, given the way the USAA representatives treat me and the way they pronounce my last name, I believe my ethnicity may be involved with their choice to participate in this fraud.
|
| 09/07/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
Servicemember |
|
******CPFB***** This is regaurds to an account that has a few late payments that is on my credit report, it is reporting as joint when in fact I was never ever a joint member on this card, I have tried numerous ( more than 10 times per bureau to explain that I never once filled out an application via Phone, nor in person or by mail.I have asked for some sort of proof as to why they keep updating the file as apposed to deleting it and I get nothing.I have disputed the file so many times and each time they say that they have ammended some part wich the file is not large enough for them to have done So.The part that really gets me is that i am not claiming no affileation to the card I was suposed to be listed as an authorized user on the card I never had a card it was only to benifit my credit I was never ever responsible for the bill XXXX XXXX the primary was. They even had personal info on my file that was incorrect claiming i had an address in alaska and one in florida wich i have never lived at either address, This Account in question is a USAA credit card for {$25000.00} the XXXX XXXX payed off I had nothing to do with it I do not so much care if the card has to stay for how many ever years but i should not have to suffeer the impact from the missed payments please advise XXXX XXXX, XXXX, and Usaa to remove the late payments or theaccount all together since I am placing my cries on deaf ears dealing witrh the unresponsive credit Bureaus thanks in advance
|
| 03/20/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I called USAA back in XXXX and disputed a transaction with my debit card. I paid twice for merchandise at XXXX. It was never initiated. I call back again in XXXX and have a couple more disputes by this time. I uploaded documents and show sufficient evidence. I am just told after calling USAA at least 30 times over worry, they see it is too late for the XXXX dispute. I also see they just closed them on XX/XX/2019 but continue in the Executive Resolution department to tell me to provide more information. I am also told that I have until the XXXX of XXXX. I speak with XXXX in the CEO offices over this and my closed checking accounts today. She tells me the XXXX was never disputed at all or I never called in XXXX. I told her of course you would deny because this is exactly why USAA has been in hot water. USAA has refused anything that I asked for in XXXX years. You deny any dispute over XXXX. They have held every single amount of deposits way too long making it impossible to do anything. It would not even state on the mobile app we are holding the full amount. I would make small deposits of 100.00. USAA would hold the full amount for ten days, and if holiday over this period. I have made deposits of a extra 600.00 in a check form. This too is held at their liberty. My complaint is this debit dispute is illegal and what their continuing to do is illegal. I asked for an appeal over 7 times yesterday telephonically. I received no accurate or appropriate response.
|
| 05/30/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
Servicemember |
|
In XX/XX/2012 I was made the POA for my elderly father. My father had credit cards with USAA and XXXX XXXX XXXX XXXX. I contacted them and provided them with copies of the POA documentation and asked that I be added to his accounts in the capacity of POA since he was no longer able to pay his bills and make decisions. I had complete signing and decision making for all of his affairs. In essence I was basically him. I was unaware that prior to coming to live with me my father had taken out a student loan in California that he defaulted on and they began to garnish his pension. As a result he was unable to continue to make payments on his credit cards because they were taking a considerable amount to repay the federal student loan. So USAA and XXXX XXXX decided to add me as a joint owner and on after me and my assets for repayment. I was never a joint owner I never signed to be a joint owner or gave my permission. The cards are now charged off and they have added these to my credit profile. I have tried to dispute through the credit bureaus and I am unable to get these removed. They are preventing me from purchasing a house and I have tried to resolve with no success. I need assistance in getting them to remove items that should have never been placed on my credit profile. Can you please assist me with this. I have included a copy of the POA. I also found the email from them acknowledging the POA and they also made us fill out their form and get it notarized
|
| 04/19/2020 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Impersonated attorney, law enforcement, or government official
|
|
Web |
Older American |
|
See attatched ( Master Card XXXX ) XXXX ** DEBT DISCHARGED ( debtor not liable for debt ) Note phone number for info on this XXXX USAA recording states " Anyone trying to collect this debt is against the law '' see attatched FRAUD CLAIM VISA END XXXX DATE OF XX/XX/XXXX {$470.00} confirming Temporary Credits Made Permanet. Kindly Note date of XXXX XXXX XX/XX/XXXX. IT TOOK A YEAR TO COMPLETE THIS INVESTIGATION. NO TEMPORARY CREDITS POSTED TO MAKE PERMANET. When I tried ti Resolve Fraud on XXXX XXXX end XXXX USAA BLOCKED ME SENDING ME TO COLLECTIONS ON THE MASTER CARD ACCOUNT THE DEBT WAS DISCHARGED CLAIMING I WAS LIABLE WANTING TO COLLECT. see ID THEFT XXXX ON XXXX card XXXX. Needless to say I was never able to resolve fraud XXXX XXXX end XXXX Reps XXXX, XXXX, ALL Confirm this card end XXXX IS DELIQUENT. HOW DID AN OLD DELIQUENT ACCOUNT OPEN A NEW ACCOUNT WITHOUT MY AUTHORIZATION? see NEW MASTER CARD END ( XXXX XXXX statement due {$100.00} ALSO DELIQUENT. see XX/XX/XXXX Confirmation XXXX XXXX end XXXX. This account was REPRESENTED AS DELIQUENT DESTROYING MY CREDIT ** FURTHERMORE WAS SOLD TO ANOTHER COMPANY TO COLLECT ** AND OPENED A NEW ACCOUNT WITHOUT MY AUTHORIZATION ( Master Card end XXXX XXXX CONFIRMING AND REPORTING THIS ACCOUNT DELIQUENT ALSO ** FURTHERMORE CREATES ANOTHER NEW ACCOUNT ( XXXX XXXX XXXXXXXX ) WITHOUT MY AUTHORIZATION. USAA DENIED MY FRAUD REPORT XX/XX/XXXX. USAA HAS HELD ME LIABLE FOR ALL THIS FRAUD OVER 10 YEARS DESTROYING MY CREDIT.
|
| 06/22/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
Despite the required advance notice required by law for credit card companies to close accounts, My Credit Cards were closed without any notice, reason, justification, or detailed explanation. A week or so after the accounts were closed I received letters stating the accounts would be closed due to inappropriate behavior. I inquired as to what this behavior was, as they had n't really been used in a while, and the only real thing I 'd done recently was file a complaint with the cfpb exercising my rights as one of my affected accounts USAA violated my consumer rights by placing a bunch of " transfer adjustments '' on one of my cards, with no warning, explanation or reason. When I inquired, I was told they reversed a billing dispute which had been finalized a year prior. Despite writing and telling me the billing dispute was found in my favor and final they still recharged me against the consumer laws, with no warning or explanation. They ignored my requests for documentation, yet have yet to even reaceive my monthly statemtn in months. As a result of filing a complaint, all of my credit cards were then closed without my knowledge. Only after they were closed did USAA send me anything telling me they were closed. However, they failed to provide a detailed explanation despite my repeated requests. Stating it was due to improper behavior, yet unable to comment or specify what this behavior was for each affected account.One of which had not been used in years.
|
| 02/16/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
I would like to close the checking account ending in XXXX. I spoke with XXXX, XXXX., XXXX, XXXX, as of XX/XX/XXXX, and am being told that my checking account will be closed. I would like to keep the lines of communication open so as to see why they would not qualify me to close the checking account. They seem to want to hold onto the {$110.00} and apply to car insurance and keep me a customer. I still am car insurance customer. I 've been hospitalized before XX/XX/XXXX when I asked to close USAA account and female rep called the police on me and i got processed through XXXX, discharged, and USAA was so mean to me thereafter accusing me constantly of being XXXX. It 's made me very XXXX to deal with USAA and have XXXX. And the XXXX have sent me to XXXX and caused XXXX and me to be uncomfortable. I feel so discriminated against by USAA. confirmation number : XXXX and will send check to po box in XXXX, az and will reflect XX/XX/XXXX. I would like to keep lines of communication open unit I receive check and account has been closed for 90 days. I do n't know why the reps have been so difficult and treated me rudely. They really XXXX and caused me some uneeded XXXX in XXXX amongst XXXX. Not to mention, XXXX XX/XX/XXXX and REP PLACED CALL TO XXXX POLICE AND oFFICER XXXX. When I relocate XX/XX/XXXX, I hope to find a better car insurance company. I can not believe they would be so insensitive and try to make me unsafe and seek XXXX and XXXX just to remain customer.
|
| 09/22/2016 |
Yes |
- Mortgage
- Conventional fixed mortgage
|
- Credit decision / Underwriting
|
|
Web |
Servicemember |
|
I am attempting to refinance a mortgage with USAA. The company is holding up the loan at this point because there was a dispute on my credit report - not an " open '' dispute, a resolved dispute. Their last email said " XXXX XXXX is showing the disagreement code with a resolution of dispute on your credit. This is what underwriting needs removed. '' XXXX XXXX on their part sent the disagreement code, which I am fine with, and resolving the dispute.
What I am understanding from USAA is that they want that to be undone, which XXXX XXXX can not do.
A day later, after I inquired as to why such a holdup, about a credit card account with XXXX balance, and whether the issue is risk or something else, I received a response stating " Our underwriters do not manually underwrite files. '' At this point, I am at a dead-end. XXXX XXXX did their part and sent a resolution code, but I suppose USAA still can not accept that as an answer. The only option is to go back in time .... ( I will not continue this sentence - they are not giving me a resolution. ) I feel that USAA should be able to manually underwrite my loan.
Now, I started the process XX/XX/XXXX, and even though USAA apologized for the delays, they have been pushing the closing date since XX/XX/XXXX. At this point, I do not think I will be able to close because I am deploying in about 8 days to the XXXX XXXX. The current interest rate on the house is high and I have wanted to rectify this issue for a while.
|
| 12/14/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
On or about XX/XX/2022 I started a XXXX XXXX policy but a few days later I called to cancel that policy. I have a checking account, with an auto policy so I added the Home Owners policy but again I cancelled it around XX/XX/XXXX. I was having problems with this account because they are in Texas and had a lot of overdraft fees in XXXX. I finally had an opportunity to review my account to see what caused everything and after further review USAA decided to still bill me for a personal property which was started the same day. I called USAA so they could pull the call on XXXX occassions but this has yet to be resolved. I had over {$200.00} in fees and they were charging me {$65.00} each month since XXXX which I requested to be cancelled. That's a total of {$320.00} if they have been billing me since XX/XX/2022. I feel as if I've been take advantage of and if I call and request my policy to be cancelled then I should expect the cancellation to take place. I should not have to prove I requested to cancel or check my policy when I believe it was cancelled verbally. This is predatory in nature and I don't appreciate it being dismissed. I removed my direct deposit from USAA and my Home Owner 's policy and looking for a new carrier for my auto insurance. I was not with USAA that long but this last issue has changed my perception about USAA and feel like another agency should step in and review this matter on my behalf. I no longer trust them to handle my accounts.
|
| 08/01/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information is missing that should be on the report
|
|
Web |
Older American |
|
After misplacing my original credit card that I had not used in a long time, USAA insisted that I be issued a new credit card and number. This account number is listed in the USAA Consumer Report Dispute form that is attached to this complaint. They also required that I make a purchase with the card to 'activate ' it. I did have a single transaction and then waited for a bill. Because of some internal error on their part, I never received a bill in a timely fashion. When perhaps a month had gone by without any bill, I called them and asked where it was. They had not sent it because they said the old credit card had been deactivated, that a bill had not been generated properly, and there was some internal mix up. When they finally sent the bill and I paid it in full, it was recorded as late and reported to all the credit agencies. This resulted in my credit score dropping by about 60 points and damaging my credit for borrowing funds for clean energy improvements for my home including solar. I filed a complaint with USAA with their Consumer Report Dispute Form. I explained the issue and they have refused to correct their report to the credit agencies including XXXX, XXXX, XXXX and XXXX. Other than this problem, I have no credit card issues, have always paid my bills promptly etc. This was USAA 's error that I should not be penalize for. I have gone through their system and have not received a satisfactory resolution. I am a XXXX XXXX and I need your help!
|
| 04/27/2022 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
( USAA ) On XXXX XXXX I experienced wire fraud and {$10000.00} was stolen. While I have been waiting for my local police to conduct their investigation. Ive been doing my own investigation and constantly reaching out to USAA for the past XXXX days. And in my eyes nothing has been done. All I know is what I was told by the representatives, that they tried to do XXXX recalls shortly after the incident. I come to find out that the recalls were unsuccessful and was told that my case was being escalated. What does that mean in detail, no one has been able to give me any information on whats the next steps are. I was finally able to reach the CEO office after days of calling. The individual who I spoke to advised me that someone will be contacting me by phone to give me some type of resolution. But I have yet to receive a phone call from a manager or from upper management. Up to this point I have been getting the runaround and have no clue how Im going to get my money back. When I ask how long does their investigation usually take I was told by multiple representatives it can take up to three days. That must not be true because, my situation still has not been resolved and its been way beyond that timeframe. I have XXXX young children and bills to pay and I dont know how Im going to feed my kids at this point and how Im gon na pay my bills. Because USAA is taking their sweet time to help me get this resolved. I will be taking legal action against the company!
|
| 08/25/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
In XX/XX/XXXX XXXX XXXX XXXX in XXXX, XXXX had a serious hack of their servers. In XX/XX/XXXX there was an email saying student and employee information was found on the dark web. They advised they would be reaching out to those whose information was found on the dark web. They have not reached out to me or other alumni I've seen posting about their fraud issues. I noticed fraudulent charges on my USAA credit card and was able to flag that and receive a new card. It was a temporary hold for a larger amount. The credit card attempt was only declined on my account because the identify thief could not confirmed my address since I recently moved. I continued to replace all cards I've ever used to pay tuition or fees with XXXX XXXX XXXX. When attempting to freeze my accounts with the three credit institutions I was unable to confirm my identify at first with XXXX because apparently someone tried to take a mortgage out with my information in XXXX and I said this was not related to me, thus not letting me verify my identity. I have never tried to take out a mortgage at any time in my life. I still have not received notice that my information is on the dark web but since the mortgage issue and my card has been affected I know my SSN and likely the last 10 years of my information with XXXX XXXX XXXX is out there.
Related : My Spouse had fraudulent charges on their card that was listed with the University and we have enrolled in credit freezes and XXXX XXXX.
|
| 04/12/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
My insurance policy lapsed with USAA and because it lapsed due a report they obtained they refused to restart my policy unless I PAY THE ENTIRE 6 MONTHS PREMIUM as well as the past due balance owed I did say I would pay the past due but they want 6 months for the car insurance owed which is over {$2000.00} so in order for me to start again I have to give USAA nearly {$5000.00} which I do not have by them doing this to me I will be in more severe financial hardship unable to buy food and take care of myself due to a possible incorrect report they have received without my knowledge or consent to be used. The company will not work with the veteran even though they state they are for us they are making it hard for us to keep our policy in take after an accident that caused me financial hardship to fix my XXXX XXXX for my insurance denied the repair therefore I had to fix my TRUCK out of pocket over {$2400.00} on my own even though I had car insurance. The XXXX dealership explained that they did not say the things that the adjuster wrote and that was the adjusteXXXX and not them therefore not wanting to pay the claim and refusing to pay therefore causing me financial hardship on the repair of my TRUCK in turn causing my insurance policy to lapse. USAA has refused to pay the insurance claim and stated issues that the XXXX dealership did not say and refused to pay their claims leaving me in limbo with repairs and insurance premiums lapsed due to non payment.
|
| 11/13/2018 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I saw an ad on XXXX on XX/XX/2018 for 3 tickets to the XXXX XXXX vs XXXX XXXX game that evening in XXXX, Arizona. I contacted the owner through text ( screen shots attached ) at XXXX and through texting, the seller sent me a screen shot of the tickets via XXXX ( also attached ). The price of {$250.00} was agreed upon for these 3 tickets, and the seller indicated that they could only receive money via the XXXX app. I downloaded the app and proceeded to transfer {$250.00} out of my USAA checking account through their platform of the XXXX app, using the name and email address that the seller provided. XXXX XXXX with email address of XXXX. I transferred this money with the agreement that the tickets would be sent to my XXXX account and thought that since I was transferring this money from a federally insured bank, that I had fraud coverage. After transferring this money I never received the tickets and never got a response back from the seller. I filed a dispute with USAA and was later sent a letter ( attached ) that indicated they were not liable. I also contacted XXXX on XX/XX/XXXX after realizing I had been scammed and they also indicated that they could not do anything except tell me that the money had been transferred from my account to a XXXX XXXX account. I contacted USAA after finding out this bank transfer information and asked them to hold the transfer or at least contact XXXX XXXX and have them hold the money which they said they could not do.
|
| 09/27/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Overdrafts and overdraft fees
|
|
Web |
Servicemember |
|
on XX/XX/XXXX I was scammed through my University email from a person impersonating a professor offering me a research job for XXXX weekly. Copy of email next.
Interdisciplinary Research Project Inbox Research Professor XXXX XXXX XXXX Sat, XX/XX/XXXX, XXXX ( 11 days ago ) to me Hello XXXX XXXX, This is an invitation to work in an interdisciplinary research project collecting data online and earn {$300.00} weekly. This is an adaptable job that requires little to no prior experience.
Provide the information below to indicate interest and you'll receive a follow up email detailing work schedule.
Full Name : Cell # : Alternate email : Regards XXXX XXXX XXXX Professor of XXXX XXXX XXXX XXXX XXXX After research was done, they sent me check for XXXX. XXXX for my pay and XXXX to deposit withdraw and load on barcoded money cards through XXXX. This was for XXXX to process the data collected and generated reports for the data.I did not know this was a scam until my bank of XXXX contacted me saying my account was closed due to fraud. II did this 5 times totaled XXXX. My bank claims a zero liability for fraud on checking and debit card and atm transactions but are still holding my funds deposited XX/XX/XXXX from my VA XXXX and education benefits for school. The university sent out a campus and online campus wide email warning that scammers taking advantage of student body which happened two hours after me reporting to them. I need help with my bank PLEASE.
|
| 11/03/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
On XX/XX/2022 I tried accessing my USAA mobile application ( as I do every morning ), and noticed my credentials were rejected by the system, and a message populated stating that my account was locked. I called, and after being transferred to multiple people over the course of nearly two hours, I found out that USAA decided to investigate my account for potential fraud activity. Unfortunately there wasnt a single person able to explain the reason behind the review, and my biggest fear was ( and is ) that such review was the result of some kind of account/profile takeover. Nobody would give me a straight answer, and the best they could share with me is that such reviews are taking up to 5 days! Meanwhile, I can not access my accounts, neither can I request any transactions such as ACH or wire transfers. As a result of this I have lost {$1300.00} on non refundable fees from a vendor whom I was doing business with the day prior, and had put non refundable deposits down towards a personal purchase I was trying to make. I am not sure what USAA is thinking, but it would help to gain some clarity about the root cause of their review. While I respect banking processes, both execution and communication must be done/timed rightly, neither of which USAA seems to understand. The bottom line, I need access to my account ( and my funds ) immediately and Im not in a position to wait for USAA to take their own time to complete whatever it is theyre attempting to do.
|
| 12/04/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
On XX/XX/2019 I sent out a letter disputing a fraudulent USAA account with XXXX. They came back and stated that the account had been verified by USAA.
In XX/XX/2019 I called USAA about the fraudulent account, they stated that they were unable to locate this account in their records. I also sent them a letter, in which they received on XX/XX/XXXX, requesting the original business transaction that shows my signature for the item they are reporting on my credit. I have yet to receive anything from them.
I reviewed my credit report today, XX/XX/2019, and I saw that the account had still been reporting on my credit report.
I called XXXX about the account, in which they had just opened a dispute on XX/XX/2019 again with USAA. I sent the letter in since XX/XX/2019. I informed them they they need to block the account from reporting until proof is provided otherwise. They refused to block the account and stated that they will wait until USAA provides information to verify the account. I asked how was it verified the first time since they don't have any information to verify that the account was mine. They couldn't answer the question and only provided a vague response that a dispute is opened.
Both the other credit bureaus ( XXXX & XXXX ) have already removed this fraudulent account from my report, however XXXX has failed to do so and it is negatively impacting my credit. I am unable to obtain a business loan as a result of this erroneous account.
|
| 09/29/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
|
|
On or around XXXX XXXX, 2016 identity theft and fraud claim was reported on a checking account in which I am a joint owner. Both myself and the other account owner made a report. In addition to the verbal report to USAA on XXXX XXXX, 2016, a police report was filed on XXXX XXXX, 2016 and a copy was provided to USAA.
During the course of USAA 's investigation, USAA has frozen all accounts in which I was a sole owner, preventing me access to my money, and by locking me out of online account access, USAA has prevented me from updating other products that I have, i.e. Auto & Property Insurance, Life Insurance and investments. Furthermore, USAA sent a notice requesting that I pay {$12000.00} in overdraft fees in which I am not liable according to USAA 's Terms and Conditions.
USAA 's policy states that account holders have 60 days to report fraud. The report was made well within the 60 day timeframe. In addition to the verbal report, the debit card associated with the account was reported as lost about a week prior to the fraudulent activity being detected. The {$12000.00} is excessive and goes against USAA 's written policy regarding fraudulent charge reporting. The investigation into the matter was opened on or around XXXX XXXX and as of XXXX XXXX, I have not received any information or updates about the findings of USAA 's investigation or how USAA came to the conclusion that the account holders were liable for the {$12000.00} in overdraft charges.
|
| 09/19/2023 |
Yes |
- Credit card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On XX/XX/23, I tried to cancel my purchase from XXXX. I paid extra for a refundable ticket and the XXXX CSR refused to cancel my flight. I then put in a complaint to the XXXX. When XXXX would not respond to my complaint, I asked USAA to reverse the charges -- USAA did however I received no call, text, email or notices on my account letting me know the funds were contingent.
On XX/XX/XXXX, XXXX mentioned that they would submit a refund. Because USAA had already reversed the funds I let XXXX know that it had been taken care of.
XX/XX/XXXX, in checking my balance USAA charged my account for the amount of the ticket without notifying me. I did not know they charged my account until I checked my balance.
XX/XX/XXXX, USAA sent a letter regarding debt collection without saying what debt they were collecting.
Although I have sent the XXXX correspondence to USAA showing XXXX agreeing to a refund and my flight being canceled, USAA has not reversed the charges.
I paid USAA for the ticket 5 days after I made the purchase and charged it to my card.
USAA has done this before -- They have not paid my mortgage and said they did not receive a request when I had the same mortgage company for years and even after I asked them to pay the bill they would not. I had to get the mortgage company on the phone.
This is a habit with USAA employees taking matters in the own hands. They show no loyalty to their consumers and their CSRs are rude and argumentative.
|
| 03/23/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
|
|
Web |
Servicemember |
|
I am writing to file a complaint against USAA Federal Savings bank for their failure to respond to a dispute I sent to them over 30 days ago. I believe they are in clear violation of the law as per 15 USC 1681a 2 ( A ) ( i ) by reporting this transaction or experience ( Utilization ) on my consumer reports which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS.which requires them to report my credit utilization accurately.
On XX/XX/2022, I submitted a dispute to USAA Federal Savings bank regarding inaccurate reporting of my credit utilization. However, I have yet to receive any response from them regarding my dispute. This is in clear violation of the Fair Credit Reporting Act, which requires lenders to investigate disputes and respond to them within 30 days.
I have attempted to contact USAA Federal Savings bank multiple times, but have not received any response. I am concerned about the impact this inaccurate reporting could have on my credit score, and I believe it is the responsibility of the bank to rectify the situation in a timely manner.
I am requesting that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to ensure that USAA Federal Savings bank complies with the law. I also request that USAA Federal Savings bank provide me with a timely response to my dispute, and take corrective measures to accurately report my credit utilization.
Thank you for your attention to this matter.
|
| 10/19/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
On XX/XX/2021 I ordered an official check # XXXX which was to be delivered to a landlord for rent. In late XXXX, I became aware that the rent had not been received and I contacted USAA to troubleshoot.
USAA told me that XXXX was the vendor that they contracted to deliver the check. I contacted XXXX and in early XXXX was told that XXXX had officially lost the package based on the tracking information.
I then called USAA and asked them to refund my funds because the check had been lost. I was told that a Declaration of Loss and Indemnification form had to be signed and that it would be 90 days for the date of the check issue before my funds would be refunded. USAA prefilled the form, I signed it and uploaded it to the documents section on their website. Within a couple of weeks I received a letter stating that USAA had rejected the form. Since that time I have called USAA several times and re-signed and uploaded the document several times but USAA has not refunded the {$1700.00} that should have been deposited in my checking account on XXXX. I spoke to a USAA XXXX on XXXX and I was assured that the issue would be resolved or that I would be contacted on XXXX, but that never occurred. I told USAA that I had sent replacement funds to the landlord in XXXX and that if the check was cashed it would be a fraudulent activity. To date, USAA has not informed me that the check was cashed. Instead they falsely claim that the documents I sent have no signature.
|
| 07/04/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I opened a checking account 2 weeks ago. I have been a member of USAA for 12 years, prior. A few days later, I transferred over my savings from an external bank account that I was closing out ( because I am moving to another city and they don't have regional branches ). My account was frozen after the deposit, and put " under review ''. A week later they unfroze my account, but will not let me withdraw my money or use my debit card. They have disabled the debit card they sent me. They will not send me a new one.
Nobody I talk to in customer service can help me. Nobody knows why my account keeps getting frozen. I talked to an Executive Member Resolution team member, and she hanged up on me. She claimed to be a supervisor, but had no access to fix my account.
USAA has frozen my account again! This is the second time in 2 weeks. USAA is now my only bank account. All of my money is in their checking account.
I have not eaten in 2 days. I am afraid I will die due to lack of food. I have called their bank multiple times. The lower tier agents just tell me that the account is " under review '' and are unable to help. It has been under review for weeks.
I am a XXXX veteran at risk of dying due to lack of food. I have not eaten in 2 days. I am afraid they will take my next payroll deposit, but not give me access to the funds. I am scared for my life. I can not change the payroll deposit because it's to late to reroute the money. I don't want to die.
|
| 08/16/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Fee problem
|
|
Web |
Servicemember |
|
XXXX 2015 : I contacted USAA checking dept. and requested bank statements from my checking account. Unknown to me, the statements were available as saved documents on the USAA website. The customer service rep. did not inform me that the statements were available to me and said that there would be a charge for researching and copying the statements and a charge for mailing them out to me. Without knowing and not being told by the customer service rep that I already had full access to the statements that I was requesting, I reluctantly agreed to having USAA charge me to provide the statements for my checking account. XX/X/2015 : I was charged {$1000.00} for a " research and photocopy '' fee. XX/X/2015 : I was charged an " expedited '' mailing fee. XX/X/2015 : I was charged an additional {$120.00} for a " research and photocopy '' fee. After seeing the amounts of the automatic withdrawals from my checking account, I contacted USAA customer service and asked why the fee was so large. The customer service rep told me that they did not know why I was charged because all of the statements that I had requested, were available for me to view AT NO COST on my USAA website and was sorry that the previous customer service rep was wrong in not telling me this fact. I immediately asked for a full refund of the funds that were automatically taken from my checking account and was told that USAA would not return the funds. This is the ultimate in deceit and fraud.
|
| 01/19/2017 |
Yes |
|
|
|
Web |
|
|
I purchased a XXXX garage door through XXXX. The installer XXXX XXXX XXXX installed damaged panels instead of alerting me to this and installing non-damaged door panels. Furthermore, even by their 3rd visit they still did not install the door hardware or even use the proper bolts, and they damaged the framing of my house too.
Some how XXXX, my credit card issuer, has ruled in XXXX 's favour even though XXXX never even sent in any documents! I though sent in 2 letters with photos of the damage and lack of door lock, handle and kickplate! I was told by USAA that I can have the case re-examined by receiving a phone call from the Disputes Analysts assigned to my case ; I said fine as long as they do not call my on my XXXX ( sun down Friday to sundown Saturday ). Lo and behol they call me on my XXXX ( Friday XX/XX/XXXX at XXXX )! The Disputes analyst left me a vm with her call back number and extension. BUT the phone number she left has a system that can take extensions of only XXXX numbers! I called the regular USAA ph number and that rep gave me the direct number to the disputes department. Calling this number I was indeed able to put inthe whole XXXX digit extenson number but every time i call i get her VM and no return phone call!!!
XXXX | XXXX | XXXX My current call log : XX/XX/2017 - left vm @ XXXX XX/XX/2017 - left vm @ XXXX XX/XX/XXXX - left vm @ XXXX & with general VM too USAA is constructivly ignoring me and enying my my contractual rights.
|
| 04/05/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Account opened as a result of fraud
|
|
Web |
|
|
On XX/XX/XXXX I received a letter with a debit card attached with my name on it from USAA. I am neither a veteran or a family member of a veteran, as well as this letter was sent to my parents address not my legal address. I will attach a picture of said letter as well. On the same day I called 4 different USAA customer support lines in an attempt to resolve the issue. On the fraud line I was on hold for 90 minutes of the 180 minute wait time before the call just dropped. This also happened with similar results on 2 more of the 4 customer service lines I called in an attempt to report this fraudulent account. On the XXXX of XXXX I recieved 4 more letters from USAA stating the newly opened account has been overdrawn by more then {$400.00} combined between the letters and that I am to settle this amount as soon as possible or they will close the account ( which is not mine ) and report my debit to a collection agency. This time I called a number on said letter, listed as a customer support line, I spoke with a XXXX twice and a XXXX once, both very insistent on getting my full account number ( which I don't have because I don't have an account with them ) or my full social security number ( which I refused to give over the phone ). They both ended up " transferring '' me, resulting in a 2 hour hold period ending in a dropped call at the 140 minute mark. I called the fraud line again this morning to hear there is an 8 hour wait to speak with someone.
|
| 06/18/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
XX/XX/XXXX at XXXX EDT Alerted by text message from USAA of suspicious activity on my account online profile. I immediately called USAA Security ( XXXX XXXX XXXX ). I was informed a credit card was fraudulently shipped to XXXX. Subsequently, I discovered a second credit card was sent to XXXX XXXX XXXX ; 100 bank checks were ordered XXXX XXXX ; sent to XXXX, during the XX/XX/XXXX XXXX breach. I have only one XXXX address for all USAA Account activities. I have no connection with any mailing addresses in XXXX, XXXX or XXXX. On XX/XX/XXXX at XXXX EDT I discovered that two fraudulent checks had been cashed on XX/XX/XXXX for {$38000.00} XXXX XXXX ; {$18000.00} after insisting on XX/XX/XXXX that my checking account be protected. Additionally on XX/XX/XXXX I received two USAA Account access 2-factor Security Codes I did not initiate ; I received a password reset link on XX/XX/XXXX for my email that I did not initiate showing the attack continued. Also my email was flooded by over 7,000 email messages in 48 hours starting XX/XX/XXXX. On XX/XX/XXXX, USAA redeposited the lost funds to the compromised account without alerting me. An attempt to cash a third stolen check was immediately made. It was blocked, but my account was charged an overdraft fee. I transferred the balance of my account to another bank. 97 remaining stolen checks are still in circulation with our personal information. USAA has not alerted any law enforcement agencies about his crime.
|
| 11/15/2022 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
|
|
Upon moving to XXXX alone, I decided to get a dog. I located a french bulldog breeder on XXXX and " reserved '' XXXX of their puppies on XXXX XX/XX/2022 for {$350.00}. I requested a couple weeks to move into my new place then I would pick up the puppy. We corresponded regularly, sent pictures and videos and kept in communication regarding timelines and health of the puppy. Once the " puppy package '' was completed, the breeder requested another {$350.00} which I sent on XXXX XX/XX/XXXX. The day before I was to pick up the puppy, the breeder requested the final payment of {$700.00}, which I paid on XXXX XX/XX/2022. The next day after work, I drove to the address in XXXX, XXXX provided by the breeder. I arrived at the location around XXXX, and the person at the house informed me there was no puppy there. I reached out to the breeder to confirm address and was immediately blocked. During my drive back home, I contacted my bank ( USAA ) to file a dispute for all three of the XXXX transfers. Yesterday, XXXX XX/XX/2022, my bank informed me they had reviewed the policies and regulations and decided in favor of seller. XXXX holds the money sender liable even if the seller does not provide the goods as promised. There is no buyer protection when using XXXX. USAA requested the external institution of the seller return funds, and they declined. As of today XXXX XX/XX/2022, I have requested the documented used to decide in the favor of the puppy scammer.
|
| 04/13/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I submitted a transaction dispute for {$600.00} back in XXXX when I XXXX XXXX XXXX a web design company that I hired failed to provide the service I paid for and completely ignored my emails following up with whether he was able to complete the task. USAA asked me to submit additional information, but I didn't see the emails and they took the temporary deposit back. I called to find out why they had taken the money back and they explained that I hadn't provided them with information. I asked for the dispute to be reopened and they told me I had to mail the paperwork in. I mailed it and gave them a until XX/XX/2019 to do the investigate. I didn't hear anything back them so I called again. The USAA rep I spoke to told me that he saw the documentation, and that nothing was done with it and that I would need to resend the paperwork and a letter requesting the dispute be reopened. He said it was their fault for not following through back in XXXX until XXXX. So I sent it immediately that day and waited again. I called yesterday, XX/XX/XXXX and they once again never did anything with the paperwork and told me that I had missed the window. The vendor that I paid {$600.00} to did absolutely nothing and I've done what USAA told me to multiple time to get my money back. Each of these conversation were record, I ask the USAA rep I spoke yesterday. I just want my {$600.00} refunded back to me as the vendor did not do any of the work he was contracted to do.
|
| 10/20/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I noticed a big problem with the information USAA provides to me to manage my checking account. USAA provides an available balance for the account holder to know what the amount of money remaining in their account. If the scheduled transactions ( another field on USAA portal ) are subtracted from the available balance I should know what funds I have remaining in my checking account that can be used to pay bills. Unfortunately, that is not the case on USAA portal. If the XXXX XXXX is used to pay bills online, and a bill is not paid electronically ( i.e. by check ), even though XXXX shows the bill as a COMPLETED transaction, the amount of the payment does no show up either in SCHECULED TRANACTIONS or in AVAILABLE BALANCE unless the receiving vendor has deposited the check and it has cleared the bank. So the word COMPLETED does not actually mean in the common usage of the word COMPLETED.
I recently made a large withdrawal from my USAA checking account. I was flexible on The amount of the withdrawal and based it on my AVAILABLE BALANCE less my SCHEDULED TRANACTIONS. I could have made my large withdrawal for less money had I known that a {$7000.00} check to the IRS issued a month earlier was unaccounted for, even though this transaction showed a STATUS of COMPLETED. As such USAA returned the check NFS, because my account balance was insufficient. This problem would never have occurred if the information on USAAs portal was complete and reliable.
|
| 11/04/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I am having a problem with charges for goods and services that weren't delivered as agreed.On XX/XX/XXXX I ordered Qty 5 XXXX XXXX XXXX network dome cameras from XXXX using my USAA credit card. Item showed shipped with USPS tracking numbers with an expected delivery date of XX/XX/XXXX. I never received my order and upon checking the tracking numbers online I showed delivered XX/XX/XXXX at XXXX Delivered, Front Door/Porch. I did not received my order and contacted XXXX on XXXX XXXX and they stated they would look into it. After a few days I contacted XXXX again and they stated that it showed delivered and that there was nothing else they would do. I contacted my credit card issuer USAA and opened a dispute for services not delivered. On XXXX XXXX Usaa credited my account {$590.00} while they investigated the dispute. On XX/XX/XXXX Usaa charged back the {$590.00} with a letter from XXXX stating that the order was delivered. I called USAA back to inform them that I still had not received my order, that I never signed for anything and my order was not on my door step as stated. Usaa advised me to contact the post office and there was nothing further they could help me with and would not remove the charges on XX/XX/XXXX. I contacted the postal inspector and they stated I would have to open a claim with the merchant and or credit card company which I had already done. I still have not been refunded for the merchandise I ordered and did not receive.
|
| 10/18/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
Older American, Servicemember |
|
Complaint against USAA bank XX/XX/2019 I opened an account with USAA bank on XXXX XXXX 2019.
Two weeks later I started to make a deposit into the account. As I was making the deposit they closed the account. Maybe because they wanted to use my money for free?
I called them maybe a dozen to find out why they closed it. Finally, they answer that there was no reason so they opened it up again.
After I deposited two electronic transfers in the amounts of {$2400.00} and {$1000.00}. they closed the account again.
To use my money for free, again?
After I had used {$1300.00} of it, they closed my account because they said they had a hold on the deposits.
They did not tell me there was a hold on the deposits and they got mad at me because I used {$1300.00} of the deposits.
They said they did not have the money yet. I do not know how they gave me money that was not in my account.
I did not apply for any loans of ask for any money in any way.
They said they would send a check for my money after it was released, in 7 to 10 days. After 7 days they released the hold, and then they put another hold on it for 30 to 60 days additional days. They will not give me an answer as to why, is it because they want to use more of my money for free?
As far as I know there is no reason for any of this.
I have never heard of any wire transfer taking up to two months to be released. I believe they are harassing me.
This is a formal complaint against this bank.
|
| 08/08/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Other personal consumer report
|
- Problem with a company's investigation into an existing issue
- Problem with personal statement of dispute
|
|
Web |
|
|
Claim Number XXXX On XX/XX/XXXX my fiance was involved in a collision in a parking lot at XXXX - XXXX XXXX XXXX XXXX XXXX, XXXX, OK XXXX. The collision was with our XXXX XXXX XXXX and a XXXX XXXX XXXX owned by XXXX XXXX. The XXXX was coming through a feeder lane in the parking lot West Bound while XXXX XXXX was coming south bound on along the main entry and exit lane of the parking lot. XXXX XXXX was traveling at a high rate of speed and distracted and entered the Southbound ( oncoming traffic ) lane and swerved out but not after the XXXX made impact. In all states in the US and XXXX the main entry and exit lane has right of way. My insurance failed to determine this. Placed me initially at fault of of XXXX % stating because XXXX XXXX was in the parking lot first she had right of way. They then dropped the responsibility to XXXX % with us at fault noting she swerved. I have submitted diagrams, correspondence, phone calls, and emails and my insurance is determined to fault me for a claim that they did not properly review. Currently there decision is final and they will no longer review my claim even after i have asked to have the claim reviewed by a different team. The whole process is broken. The communication is broken. They have mishandled the claim and in my belief they know this and to save embarrassment are not proceeding in a manner that is honorable to the what they represent as a company. It goes directly against what they advertise.
|
| 07/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
This complaint is in regards to USAA SVG BK acct # XXXX I've disputed this account with XXXX, XXXX XXXX and XXXX XXXX I've also submitted several certified letters to all three credit bureaus with no resolve on the repeated reporting of this inaccurate information on my credit report.
In accordance with the Fair Credit Reporting Act. The listed above account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. USAA SVG BK has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Also 15 USC 1666b ( a ) clearly states that a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. This therefore is fraud on both the CRA and the furnisher of this information
|
| 05/03/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
I maintained two credit cards with USAA for many years. I had an XXXX XXXX XXXX. I received an XXXX alert that my XXXX XXXX dropped 110 points and found that USAA had reported me for delinquent payments. I never charged anything to the card or authorized charges, and they were fraudulent. I was also never signed up for electronic billing, and only signed up for paper bills. I found that USAA sent emails only to an out of date email address. I had previously updated my email address with USAA and received emails at my new address.
I paid the bill in full and spoke with USAA customer service who told me they could not retract the credit reporting despite admitting that they used a wrong email, admitting that they incorrectly only sent emails as notifications, and did not call or notify me in writing. I was then told to dispute with the credit company, and that USAA would confirm the incorrect report.
I then disputed the incorrect credit report to XXXX. XXXX then notified me that USAA had again incorrectly confirmed the " late payment. '' I contacted USAA again and they indicated there was nothing which could be done. I spoke with the highest manager possible, who refused to help. I then closed both credit cards, since USAA had fraudulently and incorrectly reported my account as late.
I am an attorney, and informed them I would be making a CFPB report, and then bring a civil action for violations of the Fair Debt Collection Practices Act.
|
| 04/19/2016 |
Yes |
|
|
|
Web |
|
|
I applied and received a credit card from USAA with a 0.0 % APR for balance transfers. After I was approved, I found out that balance transfers would be at 12.9 % APR. The day after I applied and was approved, I went online, and all mention of the promotion on the USAA website was gone. I called and asked them to look into what happened. On XXXX XXXX, USAA send a letter ( attached ) and said that they found the problem, and that they would now apply the 0.0 % APR to my balance transfers. However, because of the problem, I did n't make any balance transfers because I did n't want to pay the 12.9 %. The promotion ended in XXXX 2015, and now USAA says that I can not transfer any balances and receive the 0.0 APR. They said that regulations prevent them from honoring the original agreement and that I should have transferred the balance before the offer expired. All I want is to transfer the balance of another card and get the 0.0 % APR they offered when I applied for the card. I have banked with USAA for many years, and they have been an excellent organization until this incident. I have discussed the problem with XXXX levels of their customer service, and they have been sympathetic, but unwilling to honor the original agreement.
If I had been able to transfer the money when I received the card, I would have saved about {$500.00} in interest that I could have used to pay down my balance ( which was the sole reason I for applying for the card ).
|
| 03/18/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
On XX/XX/2021 I placed an order at a restaurant called XXXXXXXX XXXX XXXXXXXX XXXX, as directed I went to the restaurant to pick up my order and the worker told me they had no record of my order and had no food for me. I showed the restaurant worker the pre charge on my phone that o a pending charge of {$75.00}. The worker then proceeded to berate me saying there was no order. I then advised the worker that is alright I will go to another restaurant, to cancel my order. I then left and picked up dinner at another restaurant ( left without any food because there was none and I was being treated with disrespect ).
XXXX XXXX still charged me the {$75.00} and I then disputed the charge with USAA banking credit card services explaining in detail what had happened.
I then received a letter from USAA stating they needed more information, I call them immediately, spoke to a representative and further explained that I did not receive, nor did the restaurant have any food for me. The USAA representative I spoke to said they would get the information to the dispute department and said the dispute would be approved.
On XX/XX/XXXX I received a letter from USAA stating that my dispute was not approved.
It is unethical for the restaurant and USAA to treat this matter in this manner and I hope that you can assist me in resolving this matter.
The USAA dispute number is XXXX.
Please let me know if you need anything else - thank you for your time.
|
| 09/19/2017 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
|
|
I recently received a notice that my mortgage payment would be increasing monthly by approximately {$300.00} due to an increase in county taxes. I called USAA for clarification on the significant increase in escrow, and was informed that it was due to the county taxes increasing. She believed the seller may have received tax credits that I 'm not eligible to receive, thus accounting for the difference. However, I called USAA again and spoke with another representative who confirmed that the taxes calculated at closing only included the semi annual amount, and that amount should have been included twice since XXXX XXXX taxes are semi-annual. She also confirmed that this calculation was a significant error and thus my closing disclosure was not correct. I asked if USAA 's loan processor, underwriter, or anyone involved with the bank should have checked these figures prior to closing, or soon thereafter, since ultimately USAA is the loan originator and servicer, and she informed me that it 's a title company issue. Due to the drastic increase in the monthly amount that I 'm now responsible for, I 'm filing a complaint as I believe this is a violation of Regulation X and TRID. Given the impact this will have on my monthly payments, this appears to be an egregious violation of Regulation X and TRID due to an incorrect escrow calculation, incorrect closing disclosures, and an extended amount of time that has elapsed since the error was made, etc.
|
| 06/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
Older American |
|
( USAA MASTER PLAN TO COLLECT CANCELLATIONS OF DEBT ) USAA OPENS ( 2 ) Two DELIQUENT ACCOUNTS** This MUST be in Violation of Fair Credit. See attatched Mastercard statement XX/XX/XXXX *bal {$100.00} & Visa end XXXX. XXXX {$470.00} ) attatched were opened by USAA I DID NOT AUTHORIZE OR APPLY BOTH OPENED XX/XX/XXXX. See attatched USAA 1099-C. Visa/MSTR DEBT Account XXXX CANCELLATION DEBT {$9.00}, XXXX Box 5 Borrower ( * WAS ) personally liable Box 1 Date of Event XX/XX/XXXX. USAA COLLECTS USING FRAUDULENT DELIQUENT ACCOUNTS THEY CREATED. SEE ATTATCHED XX/XX/XXXX USAA ( DID NOT SETTLE UNTIL XX/XX/XXXX ** claiming to be deliquent selling account for collection. AND THE NEXT MONTH TWO CARDS XX/XX/XXXX USAA OPENED ) They opened 2 creditcards of member they claimed HAD A PAST DELIQUENT ACCOUNT??? See attatched XX/XX/XXXX CREDIT CARD FRAUD CLAIM claim date XX/XX/XXXX {$470.00} ( UNAUTHORIZED TRANSACTIONS DID OCCURRED. ) see attatched XX/XX/XXXX CFPB RESPONSE. XXXX XXXX of USAA staff CONFIRMED USAA *HELD ME LIABLE FOR THESE UNAUTHORIZED TRANSACTIONS {$470.00}. See attatched USAA REVIEW OF CLAIM. XX/XX/XXXX. USAA DETERMINED *NO FRADULENT ACTIVITY TO GET THE {$9.00}, XXXX BACK BY OPENING TWO FRAUDULENT ACCOUNTS Using my private ID data from MC XXXX USSA DID NOT CLOSE ... .AND then MADE A PAYMENT FOR ID THEFT I DID NOT AUTHORIZE STEALING SOCIAL SECURITY XX/XX/XXXX TO COLLECT THIS IDENINITY THEFT case XXXX. USAA ARE THE CRIMINALS IN MY HUMBLE OPINION.
|
| 10/09/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
MY ENTIRE CLAIM WILL BE SUBMITTED ALONG WITH SUPPORTING DOCUMENTS!
At the end of XXXX I applied and was approved for a credit card issued by USAA with a {$6000.00} credit limit. Several days/weeks later on XX/XX/XXXX I made ONE and only ONE transaction for {$5700.00} at a medical center called " XXXX XXXX XXXX '', before my credit card was due I was fully refunded ( as you 'll see the receipt I 'll attach ) for the full amount.
USAA simply ignored it and kept on reporting late payments. I tried at least 30 times on different occasions to call them to correct it but they always told me they have no department to speak about these concerns ( it 's all on a recorded phone call, as USAA always said all calls are recorded ). However, they kept on sending me letter that I 'm late and need to make a payment.
One day I decided it 's enough, and it 's not possible that they do n't have a department to speak to about this. I went ahead and filed a dispute with XXXX, XXXX & XXXX.
XXXX & XXXX instantly realized the FRAUD USAA is doing and immediately removed and blocked it from reporting.
However, XXXX kept on coming back to me with the answer that USAA provided supporting documents that there was no refund, which is very contra-dictionary, due to the fact I can proof otherwise.
I ask the CFPB to uphold my rights and have them remove this entire account from my XXXX Credit Report as it 's having substantial impact on me getting a Mortgage..
|
| 03/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
I am a XXXX XXXX, XXXX XXXX military member who was XXXX 6 months ago. I received XXXX XXXX as a result. USAA Federal Savings Bank is causing direct and possibly irreparable harm to my credit worthiness through predatory lending practices. USAA closed my credit account after reciving my ( {$3000.00} ) payment with no notice. USAA received regular payments as per normal credit card use and this was a voluntary payment made to them beyond my normal payment. Apparently, while I was in the XXXX XXXX clinic, one payment was a few hours late. I was sent a letter on XX/XX/2018 informing me that they were closing my account. When I called the stated reason I was late on a payment and that I had an account balance change ( I.e I payed it off ). I totally agree that USAA has the right to lend to who they want. The harm comes in that, as they closed the account and lowered my available credit, they have damaged my credit worthiness, even when I pay 50 % of all my outstanding debt in a single month. I have payed them significant sums of money, as agreed. In response, they take your repayment and close your account, but the. Damage my credit, because I paid them more than the agreement. It sickens me that they will destroy the credit of a XXXX XXXX veteran who is going through a XXXX XXXX XXXX to be XXXX XXXX, because I paid them back. They closed my account ( damaged credit worthiness ) because they couldnt drag any more interest off a XXXX XXXX.
|
| 12/30/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
USAA Federal Savings Bank ( USAA FSB ) closed all of my accounts in XX/XX/2018 without informing me of the reason. I attempted to determine the cause of the closure and all the USAA FSB representatives I spoke with refused to give me any details. The closure had two primary impacts. First, I was forced to move ( after 20 years with USAA FSB ) all of my accounts to another financial institution. This consumed considerable time and expense as I had my personal checking and savings accounts, checking and savings accounts for the care of my XXXX mother, and my daughters college savings account with USAA FSB. Direct deposits, bill payments, automatic transfers, etc. all had to be reconfigured.
Second, USAA FSB also revoked my online access to usaa.com, which then impacted my USAA provided insurance service as I'm no longer able to access those insurance accounts online. Given almost all communications are done electronically through the usaa.com website there is now a constant problem accessing insurance information. For example, my auto insurance information was provided through the USAA mobile app, as is emergency service information, which I now can not access because USAA FSB shut down my account.
Despite numerous attempts to communicate with USAA to attempt to understand why this happened, let alone petition to have them re-estabish my accounts or at least online access to insurance products, I've failed to receive any explanation.
|
| 11/09/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
This is the fourth complaint against my bank on a XXXX XXXX mortgage which payments started being made XXXX XXXX. This is my fourth complaint against XXXX XXXXn failing to report all of my mortgage payments that I have made to them. In which, I have copies of all cashed checks, payments being made on my XXXX XXXX XXXXoan. Once again, I have gotten no resolution regarding errors that need to be fixed by my mortgage loan holder, XXXX. Each time I am directed to someone in their home office, I am told they are only going by the file that is sent to them. A bull's-eye report, in which, they believe the information being submitted to the credit bureaus is correct. As you can see, from XXXX XXXX latest facts and findings. XXXX, once again, is not reporting my payments being made as I have since XXXX XXXX. I have been brushed off, not taken seriously and continuing to not see my payments, ALL payments that have been made on my XXXX XXXX loan submitted to the appropriate credit bureaus. Each time, I call XXXX they tell me what they see on their end is all payments being submitted to the credit bureaus, even during the forbearance plan, in a timely manner. However, I have made over several calls to all three credit bureaus. In which, as you can see, XXXX is not reporting nor showing all of my payments that have been made on my XXXX XXXX loan. I will continue filing complaints, even going in another legal direction, until this issue is resolved.
|
| 09/18/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
Servicemember |
|
I mobile deposited a check that I received to be a mystery shopper into my USAA XXXX account on XXXX XXXX. I called USAA and they assisted me registering for my account. On Saturday, the XXXX my husband contacted USAA and inquired if the check had been deposited and if the funds were available. We were told that they were. At no time we were told that due to being customers that they released the money. On Wednesday the XXXX of XXXX, I checked our checking account on USAA and found that the check was fraudulent and that the money had been withdrawn from our account. We were never called or emailed. After doing research, we discovered that the mystery shopper was a scam and that the Department of Treasury issued an alert to all Banks about this bank and the routing number. We have come to find out that USAA does not protect its consumers against the fraud alerts issued by the Department of Treasury. We asked USAA to take some responsibility for us being out of {$2800.00} and were told that the depository agreement means we are responsible for all money deposited. We called USAA and we thought that we asked all the right questions, but we were never told that the funds were released because we were good customers. I would have waited to see if the check cleared before withdrawing the money. In addition, because we did withdraw a large amount of cash we were never questions. These should have been all red flags to our banking institution.
|
| 07/08/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
Due to a business failure, I had to file bankruptcy recently. I have an auto loan with USAA Bank that I am trying to do the right thing with and pay the loan as agreed upon and also so that I can keep the car. Being able to check my balance and pay the payments due online is something that I feel that I should be able to do but USAA has informed me that, because I filed bankruptcy, I am no longer entitled to have accounts with USAA or to have online access to my accounts and that any time I want to check my balance and/or make a payment I have to call them for that information which, depending on call volume can be a huge inconvenience. I feel as though USAA is punishing me for filing bankruptcy even though I am attempting to make good on the loan that I have with them. I complained about this to them to no avail and the treatment I received during that process seems to indicate a culture issue at USAA regarding people that have filed bankruptcy. I also know of someone who had car insurance with them and they XXXX his premiums for the sole reason that he filed bankruptcy.
I understand that banks are prohibited from attempting to collect on debts that are involved in a bankruptcy but, once the bankruptcy has been discharged and the customer is making payments as he/she should be, I do n't think that it 's right that they should make life difficult for that person by denying them online access as well as the opening of future accounts.
|
| 12/15/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/2020 my account was hacked where the hacker initiated a {$5000.00} funds transfer from my outside XXXX account to my USAA checking account which USAA made available immediately. As I had USAA on the phone, the hacker then did a wire transfer of {$4600.00} from the USAA account to their bank. In real time, USAA initiated an investigation into the wire transfer. I stopped payment on the transfer from XXXX ( there was not enough funds in that account to even cover such a transfer ) which caused an overdraft in my USAA account. Rather than crediting this fraudulent amount back to my USAA account, they left it overdrawn. Fast forward to now ... I have tried several times to follow up on this investigation and can't get anyone on the phone. I have been told on three separate occasions that they have put in for a call back and that it could take up to 3 business days. Still, NO CALL BACK. In addition, the bank has called me two times to collect this " debt '' I have explained each time that it was fraud and being investigated ... this didn't seem to make a difference. They told me that if I didn't make it current they would close the account and charge it off. As of XX/XX/2020, the account has been removed from my access, closed and charged off. this is not acceptable. In addition, they owe me money that was already in the account when this occurred and the profit sharing that we were awarded and was put into this overdrawn account.
|
| 10/03/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Web |
Servicemember |
|
In XX/XX/XXXX I submitted an application or applied for an AUTO LOAN with my favourite Insurance co. USAA.com.
I am a member of USAA since XXXX.
When I applied for a Auto Loan with USAA, I submitted only 1 ( one ) application for AUTO LOAN.
The date is XX/XX/XXXX.
The loan which was offered to me had an APR something like 8.05 % or 8.09 %.
It was not affordable to me.
I choose another Auto Loan for 2,4 % APR and it was already paid off.
I do not recognise second hard inquiry on my credit report, by XXXX.
Second hard inquiry was made on XX/XX/XXXX.
I already made one hard inquiry for Auto Loan, I received an answer that I can get a loan with interest rate over 8 %. I could not accept 8 % it is just too high for me.
I did not made second hard inquiry for the same auto loan.
I noticed that problem already in XX/XX/XXXX.
but I was So OVERWHELMED with my new car XXXX and it is a space shuttle and not a car, and so I did not have forces to fight to remove second unjust hard inquiry.
I also had a major XXXX in XX/XX/XXXX in XXXX XXXX Hospital for 5 hours. I was in recovery mood when i realized that there are 2 hard inquiries instead of 1 hard inquiry for auto loan.
Now, in XX/XX/XXXX, I am much stronger and I see that all these double-hard-inquiries damaging my credit report.
It damages my credit score.
Including for USAA Auto Insurance company.
I request USAA to remove second unjust hard inquiry for auto loan.
|
| 08/29/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Cashing a check
|
|
Web |
Servicemember |
|
I was caught up in a scam that has affected many people other than just me. Below is my detailed account of being victimized.
I am a US Military Veteran who have been on a job search for the past 6 months including placing my resume on many job boards such as XXXX and XXXX. I was approached via email by a hoax company named XXXX XXXX XXXX explaining how they saw my resume on-line and that I was a great fit for a work at home opportunity with contractual work involving other partnering hospitals. Once I seemed interested they began telling me about pay and health care benefits and the initial step I had to take in order to start my position. Next, I was sent a {$3200.00} through XXXX and was told to spend {$1500.00} on software and equipment needed and money was to be sent via XXXX to XXXX. When I deposited the check I assumed my bank would identify immediately that it was a false check, but the bank accepted the check thus causing us to be assured as well. Flags began to raise in my mind after transaction at XXXX and my looked up the company in detail and noticed that they were a fraud company running a scam. I immediately lost heart because the check was a fraud and I was back at being unemployed and bank account impacted by the situation.
Help is needed on my family behalf who is suffering due to a fault that I was unaware of. Look forward to your response and immediate help due to now being highly impacted by Hurricane Harvey.
|
| 06/06/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
My husband is XXXX XXXX military. He is eligible for the XXXX civil service members relief act with his orders. It was time to renew the order and the benefit was not applied to my credit card which he is an authorized user on. I contacted USAA in XXXX to find out why all of the account other than this credit card received the renewal. I was told he has been removed as an authorized user on my account. I never gave permission for this or authorized this. Usaa claims it was done in error when I had a fraudulent charge show up on my account and when the new card was mailed out, he was inadvertently removed. They initially said this was their mistake and he was put back on the account and they were suppose to correct the benefit so it was applied to this account as well.
Its been a month with no resolve. I have contacted back several times. No one returns my call. Today I spoke to them and was told they called back but my voicemail was full ( not correct ). I checked my phone records and have no call from them. They refuse to tell me the date and time said call was made.
Now I am being told it wasnt an error he was removed from the account- its something on my end I did. They are very vague about what I may have done that caused his removal. I was told possibly something was selected online when my card was hacked. They can not provide any specifics about why he was removed without my permission or what can be done to resolve this.
|
| 02/24/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Getting a credit card
- Card opened as result of identity theft or fraud
|
|
Web |
Servicemember |
|
On or around XX/XX/XXXX, my father called USAA Federal Savings Bank to request that I be allowed to call in to USAA on his behalf to help him handle financial matters with his USAA credit card. I spoke to the representative that day and was never read any financial disclosures or told that I was being made financially responsible, as a secondary, on the credit card. I never signed anything nor gave my permission to be financially responsible. I found out months later that the representative indeed added me to the card as a secondary/cosigner. I called USAA and reported this and asked to be removed. I was told that they couldn't remove me and there was nothing they could do to reverse the action. My father passed away in XXXX of XXXX. At that point, USAA made me the primary responsible party for the credit card and the debt was transferred to me. I again called USAA to complain and seek a resolution. I was told by several representatives that my name was never on the credit card application and that they couldn't find any record of me accepting or signing my approval to be held financially responsible for the credit card. However, USAA refuses to concede and says I am responsible for the debt on the card. Their representative in XXXX committed fraud and I should not be held responsible for that. I am a wartime veteran and have been with USAA for 18 years now. I will be closing all of my accounts with them. I am seeking legal counsel.
|
| 08/10/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
While XXXX my identity was stolen by ex family members.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX : Dispute Re : Account # XXXX SSN : XXXX XXXX XX/XX/2020 USAA To Whom It May Concern : Thank you for taking the time to read this letter. I recently noticed that my credit report contains a late payments reported on for an account I assert was not open by me. After trying to resolve the matter I settled the balance in good faith to restore my credit rating and hope for I am fully aware I had financial obligations to you. Unfortunately, due to not securing my home and personal property, I made a mistake in falling behind. If not for this, I would have an excellent payment record. Im sending this letter because when I checked my most recent credit report, I noticed it contains a late payments. I dont want to dispute the accuracy of this report. The late payments was a one-time oversight on my part, and I have since brought my account to good standing.
I want to request a one-time goodwill adjustment on my credit report. I am in the process of buying a home, and this will allow me to take advantage of the lowest interest rates available.
Other than this one-time mistake, I have a history of making my payments to USAA on time. I hope you will consider my request and remove this late payments from my credit report.
Let me know if you need any additional information from me, and thank you for considering my request.
XXXX XXXX
|
| 02/08/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
Servicemember |
|
The companys response addressed all of my issues No ADDITIONAL COMMENTS The response in question explains their position from its viewpoint. Which is a moot point of view? My request was a GOODWILL adjustment. That said, on information and belief GOODWILL is defined as : a kindly feeling of approval and support : benevolent interest or concern. As stated ; I Did speak with a XXXX XXXX XXXX on XX/XX/2018. During our conversation he was very combative as if my request did not concern him in any way. I do understand as he is not in my position. Sure USAA rendered their XXXXondolences for the loss of my Wife which would be very devastating to anyone with any GOODWILL within their spirit. As stated in my initial complaint ; 1 payment was missed. Account was immediately placed back on point as reflected in their report to each credit bureau ( 30 days ) minimum. Account was paid in full promptly. On information and belief, Fairness is defined as ; marked by impartiality and honesty : free from self-interest, prejudice, or favoritism a very fair person to do business with, That was not the case reflected during my conversation with XXXX XXXX. In closing, I would like to reiterate on the fact of the aforementioned company has/is acting in an UNREASONABLE manner in this instance as their/his actions are beyond the limits of acceptability or fairness. Thank you in advance for your prompt and professional handling of this matter. Respectfully,
|
| 03/18/2017 |
Yes |
- Consumer Loan
- Installment loan
|
- Managing the loan or lease
|
|
Web |
Servicemember |
|
Furthermore, I have asked for access to my bank statements for my accounts. Normally these statements are available online. Since they have revoked my online access, I can not view or download any of my bank statements. To add insult to injury, whenever I call into USAA to request the statements be mailed to me, I am told I must pay {$10.00} per statement. I believe there are payments that were made to my loans with USAA that are evidenced on my bank statement, yet they are not giving me access to documents that will either prove or disprove my claim.
In XX/XX/2016 I also purchased an extended vehicle contract on a XX/XX/2016 XXXX. At the same time, they closed my account relationship with them, they cancelled the agreement and refunded all the money I paid in to it, even though I did not want this third-party agreement cancelled. They issued me a refund, yet I have no way of confirming whether the refund is the proper amount. I can not verify information online and the payments would be evidenced in my bank statements which they are not providing to me. Needless to say, when USAA cancelled this third-party contract, the action prevents me from getting coverage elsewhere without incurring a significant cost increase. It is worth mentioning that payments towards the auto warranty were made on time and were never late.
In closing, I need the CFBP to assist me with getting my issue addressed with high level governance within USAA.
|
| 01/08/2024 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Old information reappears or never goes away
|
|
Web |
|
|
Subject : Unjust Reappearance of Disputed Account on Credit Report : Violation of Consumer Rights I hope this message finds you well. I am writing to bring to your attention a persisting issue regarding an account that has been previously disputed and rightfully removed from my credit report. Despite following the due process and having this account removed, it continues to resurface on my credit report, which I believe is a direct violation of my consumer rights.
Upon discovering this account, I immediately took the necessary steps to dispute its accuracy and relevance to my credit history. Through the proper channels and documentation provided, the account was rightfully removed from my credit report in accordance with the Fair Credit Reporting Act ( FCRA ) guidelines.
However, to my dismay, this account has reappeared, causing undue stress and concern regarding my creditworthiness and financial standing. This recurrent reappearance not only undermines the established dispute resolution but also disrupts the integrity of my credit profile.
I am writing to request a thorough investigation into this matter and seek your assistance in rectifying this recurring issue. It is crucial to uphold the principles outlined in the FCRA that safeguard consumer rights, ensuring accuracy and fairness in credit reporting.
Thank you for your time and anticipated assistance in addressing this issue. I look forward to a prompt resolution.
|
| 05/31/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX I went into XXXX XXXX to purchase a new boat for approx {$32000.00}. With over {$37000.00} in my account I attempted to use my debit card which was declined. I went online to increase the purchase limit which only let me do so to {$25000.00}. Upon calling USAA around noon I was on hold for 40 minutes before the agent informed me that USAA put on a {$25000.00} fraud limit. I asked the agent to increase it for my purchase. She said she could not. I asked for her supervisor who also said she could not do anything but that I could trick the system by using a pin purchase and one without. The store could only do non pin purchases. She said I should use my credit card which the store charges 3 % or {$200.00} on the remaining balance of around {$7000.00}. I asked if she would have USAA pay the fee... she laughed. She said I could go to a bank or ATM to get the rest! I went to XXXX who does only non pin transactions and the ATM limit is {$1000.00}. I should not have to run around to 7 different ATM 's to get my money! Nor should I even have to go to another bank! USAA is criminal in pretending that they are helpless in allowing me to access my money... .theft. What right does USAA have in holding my money hostage upon any whim they come up with? Needless to say, I will be closing all my accounts with USAA and suggesting the same to all my friends. I will be XXXX if I keep my money in a bank ran by fascist authoritarians.
|
| 09/18/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
In accordance with the Fair Credit Reporting, everything has to be 100 % accurate on my credit report. The Credit bureaus stated my account was properly investigation but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reported is not accurate. This ground for removal.
They also violated the law because according to : 15 U.S.C 1681 section 602 A States I have the right to privacy.
15 U.S.C. 1681 Section 604 A Section 2.
It also states a consumer reporting agency can not furnish a account without my written instructions.
The credit bureaus never did a proper investigation according to the FCRA. Listed accounts : The term investigative consumer report means a consumer report or portion thereof in which information on a consumers character, general reputation, personal characteristics, or mode of living is obtained through personal interviews with neighbors, friends, or acquainted or who may have knowledge concerning any such items of information.
They did not do this!!
Also, they have violated my rights even more.
In accordance with the Fair Credit Reporting everything has to be 100 % accurate on my credit report. The credit bureaus stated my account was properly investigated but how is that? If the open date inaccurate, the date last activity is inaccurate, amount inaccurate, and date last reported inaccurate. This is a violation and grounds for immediate removal.
|
| 08/28/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
|
|
I contacted USAA around the XX/XX/2019 to inquire is a Chapter XXXX ( CXXXX ) bankruptcy would impact my secured VISA. I was told it wouldn't, which was a lie.
My CXXXX was filed on XX/XX/2019 and by XX/XX/2019, USAA had closed my secured VISA account with no notification and they did not use the secured funds to pay off the card. They changed the card to a charge-off status and refused to release the security funds to pay the card off, as I'd requested. They told me to have my lawyer contact them, which he did, twice. They ignored my lawyer 's requests to close the CD and pay off the card. I felt like I was lied to again.
I then contacted USAA again on XX/XX/2019 to inquire about this same issue and reached a CS Rep that indicated I was misinformed during my previous calls. She put in a claim to have the security funds released to pay off the card and would send me the balance. That claim was denied but no-one notified me.
I then contacted USAA ( again ) on XX/XX/2019 and went through ~six reps in almost 1.5 hours to get no-where. The call ended with a bankruptcy dept rep named XXXX ( emp # XXXX ) and her manager, XXXX. They both lied again and said the funds would not be released until the bankruptcy was discharged ( which made no sense to me since the card would be paid off so there was nothing for them to use *MY* money for if the card is already paid in full ). I then contacted my lawyer and asked for his assistance.
|
| 08/05/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
|
|
My credit card has offered promotional rates on balance transfers in the past, which I have taken advantage of. According to my XXXX 2017 statement under " interest charge calculation, '' I had a {$6000.00} balance at a promotional rate of 0.00 % through X/XX/17 and a {$4000.00} balance at a promotional rate of 1.90 % through XXXX/XXXX/XXXX. My purchases balance ( at 12.65 % ) was {$4.00}. In XX/XX/XXXX, I took advantage of a balance transfer offer on a different card and transferred {$2400.00} of this card 's balance out ( effective XX/XX/17 ). I also made payments of {$98.00} and {$930.00} on XX/XX/17 and XX/XX/17, respectively. As I understand it, credit card companies are supposed to apply payment to the balance with the highest rate first now. When I received my XX/XX/XXXX statement, the promotional rate of 0.00 % applicable to the {$6000.00} balance had been changed, without my request, to XX/XX/17. Almost all of my payments/transfers out had been applied to the {$4000.00} balance ( at the 1.90 % promotional rate through the end of the year. ) I do n't think it 's right for them to manipulate my promotional rates, even by extension, in an attempt to force me into paying more interest. As it now stands, I will be paying 12.65 % on the entire {$6000.00} balance starting in XX/XX/XXXX. This amount should be closer to {$2600.00}. I believe what USAA has done here is fraudulent, and they could be doing this to a lot of people.
|
| 07/19/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I have a credit card with USAA Federal Savings Bank. I have had the card for well over five years and have never missed a payment. I received a call on XX/XX/XXXXfrom a collection agent telling me that I had failed to make my payment. I immediately scheduled an online payment from my account at a different institution effective for XX/XX/XXXX in the amount of {$110.00}. I then chatted with a representative from USAA and once she looked at my account waived the late fee because I have never been late on a payment. The payment of {$110.00} was effective for Friday XX/XX/XXXX. Once the payment was applied it should have made my balance on the card {$1900.00} giving me an available balance of {$95.00}. When I checked the account on XX/XX/XXXX my available balance was still showing a negative {$24.00} credit. I started a chat session with XXXX XXXX and was told that due to my card being over the limit by {$24.00} and my payment being missed they had placed a hold on my ACH payment that was effective on XX/XX/XXXX and it would not be released until XX/XX/XXXX. That is 7 days after my ACH payment was made. XXXX XXXX told me he was sorry and that there was nothing they could do about it. This is the first time I have ever had a missed payment and I remedied the situation as soon as I realized my mistake. Holding my ACH payment for 7 days is excessive. An ACH payment only has a two day window where it can be returned by the paying bank.
|
| 07/07/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit repair services
|
|
|
Web |
|
|
I have been paying for USAA 's ID Theft & Monitoring Solution Services for several years now. A year ago I suffered identity theft and credit card fraud. I contacted USAA immediately and they. While slow in reacting and requiring intervention by the CEO 's office, as USAA repeatedly re-entered the same fraud claim multiple times, they issued credits for the fraudulent charges. A year later USAA reversed the billing dispute against regulation Z of the consumer protection laws billing dispute time frame and without actually truly investigating the fraudulent charges, relying on circumstantial evidence. This complaint however is in regards to the paid theft fraud assistance resolution and paid identity theft insurance policy provided with this paid service. In contacting the dedicated fraud resolution expert, they offered no assistance at all. Not even in helping to finish removing fraudulent hard pulls on my credit reports. Furthermore, despite paying for the service I am unable to view or access the majority of services that come with my subscription. USAA restricted my access and has continued charging me. I am unable to view any alerts, including monitoring alerts, any of my credit scores, internet scans, or reports. Lastly, when I inquired as to how to access and file a claim with the Identity Theft Insurance policy that comes with this subscription, I was told they were n't sure and given no further information.
|
| 08/02/2016 |
Yes |
|
|
|
Web |
|
|
I opened a credit card with USAA with a promotional offer for 0 % introductory APR for the first 12 months. I noticed after a few months of having the card that I was being charged interest on the account. I called USAA on XXXX/XXXX/16 and spoke with a representative that confirmed that I should have had the promotional APR but it looks like it never took hold. The representative stated that she would reach out to the back office and then have them contact me back to get the matter resolved. I never received a call back so I called again on XXXX/XXXX/16 and spoke with another representative. The new representative informed me that I did not have a 0 % introductory APR and stated that would escalate the call for further review. I am receiving conflicting information regarding what my promotional offer was. I never received any documentation regarding the promotional offer and this material was also unavailable to me when I looked online. I deem this to be an unfair deceptive act and practice. I recall signing up for the 0 % introductory APR for 12 months and this was confirmed by a USAA representative and now I am being told something different. My credit reporting has been negatively affected for providing incorrect balance information due to the interest that has accumulated on the card. In addition, this has caused a financial burden by having to pay on interest that was not supposed to be accrued during the first 12 months.
|
| 07/13/2016 |
Yes |
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Older American |
|
I obtained a Line of Credit second mortgage loan from USAA Federal Savings Bank which was SECURED by a lien they filed with the Clerk of the Court on my residence in XXXX. This residence was sold at auction by the Clerk of the Court of XXXX XXXX, Florida as a result of an illegal foreclosure suit filed by XXXX XXXX, principal of XXXX XXXX XXXX XXXX, a Florida corporation. This was a home that I owned outright, having paid cash in the amount of {$100000.00} in XXXX XXXX. XXXX XXXX, using a straw buyer corporation that he set up to conceal that he was the buyer, purchased the home at auction for {$30000.00}, after having agreed in writing with the Clerk of the Court that he was liable for all lien debt attached to the deed of said home, and for its repayment. Instead of collecting satisfaction of this lien from XXXX XXXX via his straw buyer, USAA Federal Savings Bank instead illegally reported this lien debt as being a consumer loan which I had defaulted on, which was patently untrue. The {$17000.00} ( approx. ) lien loan transferred to XXXX XXXX when the deed was transferred to his name, automatically, in accordance with Florida law and Federal law. I will gather all documents proving this and forward to CFPB. I request that your agency resolve this incorrect and very adverse information that USAA Federal Savings Bank reported to the credit reporting agencies, and that you sanction and fine them for this very, very harmful act!
|
| 03/06/2019 |
Yes |
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
My issue is with my USAA Mortgage showing late payments on my credit report back in XXXX of XXXX to XXXX of XXXX I received some late payment marks on my credit report and again in XXXX of XXXX I received another late payment on my credit report when I discovered them I contacted USAa and explain to them my situation during XXXX through XXXX I was on two XXXX as I am in the XXXX XXXX and I explained to them that the account that I was trying to pay the payment I was ' an authorized user but for some reason USAA told me that I was not an authorized user on the account and that's why It did not process correctly however after talking with the supervisor USAA agreed that they would go ahead and fix my credit report because all my payments have always been on time except for these few mishaps therefore they fixed my XXXX report except for one late payment which I was okay with however they have failed to fix XXXX and XXXX I've called USA several times and today was my last as I was on the phone for over an hour with them each time they told me different stories and now they're refusing to fix the issue I am requesting a thorough investigation to fix my credit report like tgey did with XXXX I'm okay with the one late payment for XX/XX/XXXX but all the others need to be removed I have several accounts with USAA and several other good standing credit reports I have a very long history of good credit please review this inquiry
|
| 11/18/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Can't close your account
|
|
Web |
|
|
On XX/XX/2022, USAA locked me from gaining access to my checking account on the mobile app. When I contacted USAA I was informed that my USAA membership was cancelled and the bank discontinued to do business with me. For over a month in a half I continuously tried to contact and communicate with USAA over the phone but I was informed that the customer service representatives could not verify me to talk to me and that my membership was cancelled. On XX/XX/2022, I received a letter from USAA that my checking account was in the negative over {$14000.00} and the bank is requesting my personal information as if they never informed me that my membership was cancelled. I no longer bank with USAA so why are they continuously invading my privacy asking for my personal information as if I am still a member of their bank and the bank keeps mailing letters harassing me going back and forth saying the checking account is restricted as if I didn't request in writing and over the phone to close my checking account. In addition, USAA violated my privacy by mailing a letter without any addressed receiver knowing that multiple people I live with banks with USAA violating my privacy once again with their XXXX XXXX acts towards me since XX/XX/2022. XXXX I receive assistance from an external agency that can assist me in getting my USAA checking account officially closed and stop USAA from harassing and violating my privacy as a non-USAA member.
|
| 10/05/2016 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Older American |
|
USAA Federal Savings Bank, XXXX XXXX XXXX, XXXX XXXX, Texas XXXX is the name of the bank and Insurance Company. It seems I had people that were invited by a friend were not good people. They caused severe damage to my home and vehicle during XX/XX/XXXX thru XX/XX/XXXX. Then when my car was totaled shortly after that this company called and canceled my insurance and closed my checking account. They claim is was because I lied on a claim on tires that happened just 1 week before my vehicle was totaled. I lied on a claim that I had already paid for because I wanted to see what they would say as I had XXXX tires slashed in XX/XX/XXXX that I had paid myself. I thought they would be understanding but I just had many claims and I feel they were looking for a way to just get rid of me. I did not know the persons that were living with me were drug dealers and sold drugs out of my basement. After they were arrested I was able to freely enter the basement with the police and found evidence of what they were arrested. I feel bad I could not do more to help the insurance company get some of their money back. When I was notified my car had been taken and I had to walk everywhere.
The pain I had on my left side was very bad from the accident. I had to beg and pay people to take me places which was very expensive. Too much happening for them to cancel me now. Since I am a XXXX I feel I was discriminated because of my age since I am XXXX.
|
| 07/18/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
According to the latest SEC filing, there only exists a USAA Auto Owner Trust 2022-A which was recently filed for presale for USAA on XXXX XXXX XXXX XXXX but not the current trust indenture contact information or indenture trustee information for USAA 's credit cards on the SEC.
In fact, if you look on the SEC site or USAA 's site or U.S. Bank National Association 's information, that doesn't come up at all in regards to that particular trust indenture.
The USAA Auto Owner Trust 2019-A also has an indenture trustee contact that appears to be outdated and shows that they ( XXXX XXXX XXXX XXXX have left the U.S. National Bank Association according to public information on their employment leaving no successor trustee for the public to be aware of.
I am demanding that USAA produce the latest information for the public to view on both auto and credit card trust indentures in relation to fiduciary duties and contact information.
Need I remind you of the importance of refraining in showing information on the grounds of having conflict interest to the beneficiaries of the trusts as noteholders.
" Fiduciaries are assigned a number of detailed duties and responsibilities, which include " the proper management, administration, and investment of [ plan ] assets, the maintenance of proper records, the disclosure of specified information, and the avoidance of conflicts of interest. '' XXXX XXXX XXXX XXXX, 508 U.S. 248, 1993
|
| 11/10/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
|
|
LETTER OF INTENT TO SUE XXXX XXXX XXXX XXXX XXXX XXXX, XXXX NJ XXXX Effective Date : XX/XX/2022 RE : NOTICE OF INTENT TO FILE LAWSUIT Dear USAA Savings Bank This letter of intent to sue shall serve as a formal notice that XXXX XXXX XXXX intends to commence a lawsuit against you due to the following : The continued infringement upon my Federally Protected Consumer Rights Violations : 15 USC 1692a , 15 USC 1692d , 15 USC 1692a ( 2 ), 15 USC 1611, 15 USC 1611 ( 1 ), 15 USC 1611 ( 3 ), 15 USC 6809 ( 4 ), 15 USC 6809 ( 5 ), 15 USC 680a ( 4 ), 15 USC 6802a , 15 USC 6802b , 15 USC 6803 ( a ) ( 1 ), 15 USC 6803 ( a ) ( 2 ), 15 USC 6803 ( a ) ( 3 ) USAA Savings Bank , HAVE VIOLATED THE FEDERAL CONSUMER LAWS 14 TIMES.
I. THE PLAINTIFF. XXXX XXXX XXXX ( the " Plaintiff* ).
II. THE DEFENDANT. USAA SAVINGS BANK, ( the " Defendant '' ).
IL. SETTLEMENT DEMAND. As a result of your actions, the Plaintiff is willing to resolve the matter by you meeting the following demands : I hereby grant " USAA SAVINGS BANK, ( " XXXX '' ), the opportunity to remedy this matter by Deletions from all consumer reporting agencies.
Pay as per the attached invoice. Respect my Rights as a Consumer.
This offer to cure and/or settle this matter outside of court and avoid a lawsuit is valid for 15 days from the Effective Date.
IV. GOVERNING LAW. This Letter of Intent shall be governed under the laws of the State of New Jersey.
Sincerely, XXXX XXXX XXXX
|
| 01/26/2024 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Money was not available when promised
|
|
Web |
|
|
Requested to have a wire transfer from my bank, USAA. The amount I needed for the wire transfer ( for closing on a property ) was a little less than {$58000.00}.
USAA stated that my account was " flagged '' ( or something similar ) because I had DEPOSITED some old checks, that were no longer valid. For whatever reason, they " flagged '' my account, and that wire transfers were not an option until USAA did a review.
When I tried to resolve this issue ( I have over {$130000.00} ) in my my account, they said it was their " policy '' and the funds are not available for a wire transfer. No amount of discussion, or pushing the matter higher up changed their " policy. '' Further, if my account was " flagged '' and certain transactions were not allowed, does USAA not have a legal obligation to inform me of this? In advance? And with a remedy? I have done nothing wrong, and their representatives stated that it's " their policy, there is nothing they can do ''.
I don't understand how a bank, in America, that caters to the military community can have over {$130000.00} of my money, and will not issue a wire transfer to me. This is made worse by the fact that they are acting like I did something wrong... the checks I attempted to deposit were too old ( totaling around {$600.00} ), and the money was not deposited. Now, they are not giving me access to my own money.
This can not stand. This is egregious. This seems like fraud.
|
| 04/29/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Servicemember |
|
I have disputed a charge on my VISA card with the USAA FSB from the XXXX XXXX XXXX which forced me to book a different flight than the one I originally purchased.
On XX/XX/XXXX I received a voice message from the USAA stating that according to the Airline the ticket was used ... the services were rendered ... there were no cancellations involved. In the voice message USAA representative XXXX informed me essentially that they have to go off of the information provided by the Airline.
I disagree. I was not allowed by the XXXX XXXX XXXX to use my ticket for the original flight and was forced to pay extra to book a later flight. At that time I was informed by the XXXX that my ticket was cancelled. I provided to the USAA FSB copies of my boarding passes for the original flight.
Neither the XXXX XXXX XXXX nor USAA is treating me fairly, The supporting documentation I provided to the USAA confirms the cancellation of my ticket.
The USAA is failing repeatedly to conscientiously review the information I provided to support my dispute.
Apparently, the USAA feels they have to go off of the information provided by the airline. There is, however, no evidence that I was able to use my original ticket and boarding passes and to fly on the original flight. There is evidence ( receipts ) that I had to pay the XXXX additional {$110.00} to book a later flight.
USAA continues to fail to provide a reasonable resolution of my dispute.
|
| 06/13/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
|
|
I discovered four XXXX transfers had occurred from my checking account on or about XX/XX/XXXX. I called USAA and advised them I had not authorized these transfers. USAA advised me they didnt believe fraud had occurred and if it had, it was my fault. I did everything they instructed me to i.e. change passwords, use a different email, and deactivated XXXX. This has now happened 2 more times, the worst of which occurred on XX/XX/XXXX whereas XXXX XXXX was transferred out of my account via XXXX in a matter of 6 hours. I requested the fraud department research this and was advised that the fraud department found no fraud occurred. I asked how they came to this conclusion and was advised that information is internal and does not get shared with the account holder. I asked how XXXX got reactivated on my account and was again advised everything that happened was my doing. What Im very confused about is per the USAA website, only 3 XXXX transfers are allowed in a 24 hour period and a maximum of {$1000.00} in a 24 hour period. USAA will not address this with me. I did everything USAA told me to do to protect my account but it didnt work. I was so relieved when I found the 3 a day/ {$1000.00} max rule per USAAs site yet each time I bring this up, they act as if they have no idea this is plainly stated on their website. Many people are having these same issues and USAA is firing customers daily so they dont have to deal with us.
|
| 03/19/2020 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Indicated you were committing crime by not paying debt
|
|
Web |
Older American |
|
XX/XX/XXXX USAA CFPB RESPONSE XXXX XXXX reported by me XX/XX/XXXX CONFIRMS INACCURATE INFORMATION ** ALLEGING I REPORTED XXXX XXXX A RETURNED ITEM {$120.00} XX/XX/XXXX AS FRAUD CONFIRMING ( XXXX XXXX BEING ** INCLUDED IN THE BALANCE OF {$470.00} XXXX XXXX see attatched XX/XX/XXXX XXXX XXXX CLEARLY THE {$120.00} IS NOT INCLUDED IN FRAUD OF {$470.00} I REPORTED FRAUD ON THE BALANCE LEFT AFTER CREDITED BY XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX {$120.00} IS NOT INCLUDED IN THE {$470.00} BALANCE LEFT AFTER {$120.00} WAS ( SUBTRACTED ) USAA STATEMENT XX/XX/XXXX AGAIN USAA IT DOES NOT INCLUDED THE XXXX XXXX. see attatched CFPB XXXX XXXX CONFIRMS USAA HELD ME LIABLE FOR THE {$470.00} UNAUTHORIZED TRANSACTIONS CLAIMING TO CRAs REPORTING ME AS A CRIMINAL ATTEMPTING TO COLLECT ON RETURNED ITEMS DESTROYING MY CREDIT AND SLANDERING MY NAME. see attatched XX/XX/XXXX. XX/XX/XXXX CFPB XXXX see attatched RESPONSE CONFIRMS I WAS HELD LIABLE FOR THE {$470.00} see attached FRAUD CLAIM LETTER {$470.00} TRANSACTIONS OF XX/XX/XXXX AFTER USAA INVESTIGATION XX/XX/XXXX ARE CONFIRMED BY USAA AS BEING UNAUTHORIZED. see again XX/XX/XXXX STATEMENT XXXX NO USAA CREDITS APPLIED AND NO XXXX XXXX {$120.00} IS INCLUDED IN THE BALANCE OF {$470.00} I REPORTED FRAUD. USAA FRAUDS CONSUMERS. COLLECTS ON ID THEFT IS NOT ZERO LIABILITY AS THEY ADVERTISE. USAA BREAKS THE LAWS. LIES TO SAVE PROFITS AND SLANDERS MY GOOD NAME AND CREDIT CONFIRMING FALSE INFORMATION.
|
| 01/21/2024 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American, Servicemember |
|
This complaint is against USAA re : an RV Loan. I made auto bill pay pmts [ {$270.00} - XXXX, XXXX & XX/XX/2023 ] through XXXX Bank, pmts were cashed by USAA, then pmts were re-deposited back into my acct. I was not contacted to let me know of any problem and was not aware of this until end of XX/XX/2023. Also, on XX/XX/2023, I made a telephone transfer of {$1000.00} to my checking acct with USAA, but they applied it to the principal of the loan. I repeatedly tried to call them, but they wouldn't take my calls, because they would try to send me a " secure '' number thru my text, but I repeatedly told them I couldn't receive texts while talking on the phone [ I have a flip phone ]. I am talking about XXXX calls from XXXX thru XX/XX/2023. Now they have started a repossession procedure. XX/XX/2023, I made a pmt. XX/XX/2023 I spoke to a woman who said she would listen to the phone call I made saying how I wanted the {$1000.00} applied and she would send the pmt situation to their legal dept. That was over a month ago and I have received no word as to what is happening. I have not made the XXXX nor the XXXX pmt because I don ; t know what is happening to me and I do not know when I will be homeless. The XXXX pmts are in my savings acct in case I need to catch up, that is if they will allow the # XXXX to go into my checking acct whereby I will be able to make up the back pmts. I want all penalties and extra taken off also.
|
| 04/21/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
USAA is NOT a company with whom one should obtain a credit card due to arbitrary and unfair clauses in their credit card agreement.
I made a payment for {$11000.00} on XXXX XXXX, which USAA shows as paid on that date, however, USAA refuses to update the available credit until XX/XX/2021 even though the payment has cleared the U.S. domestic checking account upon which it was written. USAA has subsequently sent me notifications that I must make a payment in order to continue to use the card and also denied charges. If I make payments and you refuse to credit them, what else can I do, USAA??
The credit card agreement states that payments received by XXXX will be credited the date of payment if they are drawn on a XXXX XXXX or within 5 days if they do not meet that requirement, however, it then caveats they reserve the right to withhold credit availability on any payment. The inclusion of the clause 'We reserve the right to withhold credit availability on any payment. '' allows USAA to create arbitrary and unreasonable reasons to withhold posting payments and updating available credit to the detriment of the consumer even when evidence demonstrates valid payment.
I reached out to customer service where a lengthy phone call could not resolve the issue, their executive resolution team could not resolve the issue and I was finally referred to the office of the CEO to obtain the name of the CFPB to file this complaint.
|
| 05/21/2015 |
Yes |
- Debt collection
- Credit card
|
- Disclosure verification of debt
- Not given enough info to verify debt
|
|
Web |
|
|
The nature of the complaint is that the creditor failed to respond to a debt verification request made pursuant to the FDCPA. The basis of the dispute is that complainant was a victim of identity theft. In XXXX XXXX Complainant 's ex-spouse open a credit card account with USAA in his name, and the Complainant was unaware that the credit card account was opened. The XXXX decree was granted at the hearing on XXXX XXXX, XXXX and signed by the judge on XXXX XXXX, XXXX. XXXX days prior to the final order dissolving the marriage Complainant 's ex-wife transfers balances from XXXX of her credit card accounts to the USAA account.
The complainant became aware of this once the balance showed on his credit report. He immediately filed a police report with the XXXX XXXX XXXX, TX police department. The case is being investigated by Office XXXX XXXX. He also filed a complaint with the Federal Trade Commission. On or about XXXX XXXX, XXXX the complainant through his legal counsel sent a written debt dispute letter to USAA requesting verification of the debt and specific documents to authenticate the account application. On XXXX XXXX, XXXX USAA responded that the credit reporting issues were out of its control referred the complainant to the credit reporting agencies and failed to provide any verification of the debt.
The Complainant is requesting debt verification and damages and reasonable attorney 's fees pursuant to the FDCPA.
|
| 08/30/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
While driving through XXXX Nevada I stopped for diesel fuel. The station had place regular leaded gasoline into the holding tank. I was the XXXX truck that ended up in the local garage that had been ruined by this gas station. My insurance company, USAA chose not to proceed against the station. On XX/XX/XXXX USAA paid {$2800.00} towards the repair of my truck after I paid my {$500.00} deductible. The repairs made and paid for were not done correctly. I continued to have problems from the original incident through the entire year of XXXX and XXXX. Finally on XX/XX/XXXX I had to have my engine rebuilt. The auto garage doing the repairs and myself were in contact with USAA as this was an insurance issue. I needed my vehicle for my job. The garage would not release my vehicle without payment. As this was an insurance issue, they refused to pay which is why I drew the money on the credit card check in the amount of {$6100.00}. From that date forward, I began my phone calls to USAA explaining why they should be responsible for payment as this was a valid insurance claim.
I had advised USAA that this was a highly disputed account and they assigned my account to a collection agency anyway. The last bill I received said I owed {$17000.00}. How can a bill that is only {$6100.00} go to over {$17000.00}. Please help me get this matter resolved. Isn't there a time limit on how long they can try and collect a disputed account?
|
| 05/15/2018 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Difficulty submitting a dispute or getting information about a dispute over the phone
|
|
Web |
Servicemember |
|
On or about XX/XX/2018 I had a telephone conversation with a representative from USAA savings bank concerning an XXXX XXXX card to inquire as to why they dropped my credit limit from XXXX to XXXX having never been late on payments and having just the previous month paid the account in full. The woman with whom I spoke couldn't have cared less about my concerns and was rude. The next day USAA reports to all 3 credit bureaus that the balance is now nearly {$4000.00} 150 % over my new limit. My balance is XXXX. I called them to ask them what was going on with my account and was told that the credit bureau must have been hacked. I said ALL THREE?! I filed disputes with them and the 3 reporting bureaus. I also filed a complaint with the CFPB as I believe that this was done out of malice. Their response to you was full of lies. They said XXXX XXXX had attempted to contact me, which he did, with one message in the mobile app. I returned his call and left messages and sent him messages on the secure app. He ignored all of them. Today I get a call from someone who states that they are going to investigate. The problem!!?? WHAT?! Their response to the CFPB was that they have corrected the mistake. They are just starting? I wish to press this issue until it is resolved, I would request that the CFPB NOT close this complaint until it is. I also request that your agency investigate the matter as I do not feel it was in error.
|
| 08/24/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I submitted a complaint to the FCC ( Ticket No. XXXX ) re a Company I have been paying on a recurring basis by credit card from USAA FSB. This Company has yet to respond to me or the FCC. My only remaining option, or leverage, is to stop paying them in hopes they will respond and resolve my complaint.
To that end, I contacted USAA on XX/XX/2020 and asked them to no longer honor the recurring payment. The gentlemen I spoke with ( XXXX ) was extremely courteous and understanding of my problem ; but said they could not honor my request. He further said there was no facility for doing so and once I gave a vendor my credit card info they could submit, and have honored, charges into infinity. My only 2 options are to dispute charges after the fact or to cancel my card and start over ( a move requiring considerable time, effort and possible issues with my credit. ) If, according to XXXX I had set up a debit card for the payments, then I could suspend or stop same. He could not explain why one but not the other. I have been with USAA for approx. 53 years.
Through XXXX I, according to him, registered a complaint to USAA but would not necessarily receive any feedback, answer or resolution.???
It is inconceivable to me that I can't, through the issuing institution, stop recurring payments on a credit card. Even if I'm willing to pay a fee ( similar to a stop payment on a check ).
Hope you can help me with this. Thanks
|
| 08/09/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Shopping for a loan or lease
|
|
Web |
|
|
I call my current auto loan company, USAA, and inquired about an auto loan since my current rate, 4.85 % was rather high. I spoke to representative and she indicated that I was pre approved for 1.4 % rate. My application number with USAA XXXX. I applied with the understanding my rate would be 1.4 % without any other rate or condition as conveyed by the representative. She did not outline any conditions or requirements for this application. Her name was XXXX. The representative then told me my rate would be 4.85 % not 1.4 %. She did not know why the rate changed. After she checked she indicated that the rate changed because I am using a used car not a new car for collateral.
I asked to speak to a supervisor and after being disconnected and waiting for 50 minutes, I spoke to XXXX on the ERT team.
XXXX explained to me a litany of information that was not conveyed by the sales representative including the rate was variable and is different for new and used cars. I requested that my application be terminated and the credit inquiry removed my credit history. XXXX indicated that she did not believe this could happen. How can a company fail to disclosed all of the required application information and not have the processes to correct the issue.
If a loan company has the ability to check my credit they should also be required to remove the check if the company fails to perform all of the legally required disclosures.
|
| 03/29/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
**FOR THE RECORD **I have never filed a CFPB complaint about my USAA Checking account. My previous complaints with USAA involved savings and fraudulent investment accounts. If my complaint isn't processed I will have to elevate this matter to the Dept of Justice. XXXX XX/XX/2023 USAA Locked my checking/debit card account due to suspected fraud against my account. At the same time USAA continues to conduct normal business involving my checking account by allowing automatic withdrawals to continue and assessing late fee for unpaid bills normally paid by the same checking account. I'm currently XXXX in the XXXX and I travelled to the US Embassy to place a phone call to USAA. When I reached the service representative I informed her that I was calling from the embassy and we proceeded to conduct ID verification all the way to providing my SSN the she ended the call. Every attempt to unlock the account through the USAA portal has been blocked or deactivated. There are specific Q & A 's built into my profile for this exact purpose that I can not access. I made reference to this problem two weeks in a follow-up to a congressional inquiry. This is the second occurrence in as many months that USAA has locked my account at their own discretion. I am extremely concerned that there is something more sinister involving USAA. There is absolutely no justification for USAA to lock my account for essentially the entire month.
|
| 05/16/2017 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
|
Initial Complaint : XXXX USAA provided me with XXXX XXXX contact information from on XXXX XXXX , XXXX . I did not receive the above contact information prior to filing my complaint to the CFPB. XXXX XXXX , XXXX is the first date I received contact information on USAA.com.
Everything listed above and performed by XXXX XXXX XXXX appears to have been done recently, after the derogatory credit reporting in XXXX and XXXX . There are no dates listed above regarding the investigation and/or notification prior to my complaint with the CFPB. Again, derogatory information was submitted prior to me receiving any documentation or letters regarding the resolution of the fraud investigation. I contacted USAA more than twenty " 20 '' times ( prior to my CFPB complaint ) regarding this issue via telephone, USAA.com, and fax. Moreover, I specifically informed USAA tha t my cell phone, along with other things, had been stolen and personally gave you an alternate contact number. Additionally, I was actually told in XXXX that this card was cancelled by a USAA representative and actual items on the card were disputed. Negative information should not have been reported to the credit bureaus if the credit card account was under investigation, and/or I was not aware of the results, and/or I was under the assumption that the card was cancelled. Thank you. email : XXXX XXXX XXXX
|
| 08/14/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Using a debit or ATM card
|
|
Web |
|
|
What can you say about USAA BANK other than they murdered my life and killed me a long time ago, I am living my life on fumes. After being robbed of over {$100000.00} things including, music demos, screenplay drafts for projects for money, all my personal things like license info, and social security info, after being idenitity theft through USAA CHECKING account and USAA BANK CREDIT card and proving it and bringing people to justice and after a car accident we proved was not our fault, USAA BANK refused to pay out all they owed, closed checking account illegally, the issues are extreme, they even illegally put me in credit reporting XXXX found them guilty and removed them but XXXX has not I Am attaching a letter from XXXX XXXX to show I WAS ONLY AN AUTHORIZED USER, USAA BANK and ceo XXXX XXXX, I have phone calls, emails, letters from city controllers and other agencies to prove I Am in the right. I Am terrified they get away with this by simply saying WE ARE FOLLOWING FTC regulations, but they are not, they are evil. I am actually waiting for them to finish my life off, there are so many other issues, I am attaching a XXXX document as well to their only XXXX % of what they did. XXXX, I know they are gon na come for me and finish me off soon, they are so evil, and gross. XXXX XXXX ext XXXX at USAA BANK is also an evil henchmen for USAA BANK. HELP ME HELP ME HELP ME HELP ME I AM DROWNING HERE AND TERRIFIED.
|
| 01/06/2016 |
Yes |
|
- Closing/Cancelling account
|
|
Web |
|
|
XXXX XXXX President of USAA today I called about a complaint of consumer privacy compliance fraud violation exocuted by a member of your so called Resolution dept who hacked the online access of a XXXX member 's account. My company XXXX XXXX XXXX would like your response regarding the reason behind referring to a member 's political conservative party or views which is exploitative solicitation. When I recieved a welcome letter from XXXX XXXX into this company it was sincerely regarded that member privacy & the ingenuity of professional & ethical values could be intrusted. On behalf of my corporate associates it has been speculated that these actions were taken on behalf of you rather you knew it or not as a grinching of my XXXX. In regard to leadership & reconciliation I know that asking you to intervene is a plea to administer justification as an example to your subordinates. Last week XXXX USAA declared a liability of a technicality that was suspose to be resolved infractions but after giving my account an {$8000.00} credit limit increase it was not reported to you that a representative of your company exploitively invaded my account integrity. As the principal executive of this company it is your responsibility to monitor the hatred practices of you subordinates. I hope you can help restore my honor of service by granting my online access & credit card privilege that is truley an appreciative heritage.
|
| 11/30/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account information incorrect
|
|
Web |
|
|
XXXX has put information back on my credit report from USAA, which is in accurate and falsely reflects that I had a late payment history with this company. I am attaching the supporting documentation I have already written an affidavit which stated that this was false reporting done by USAA. XXXX continues to report this false information which makes it fraudulent.
I have attached copies of the billing which I requested from USAA. This clearly shows that I had no minimum payment due, and no late payments. The account was closed in XX/XX/XXXX. They continued to hold the account on an open status after I was told that it was closed and they terminated their banking relationship with me. This is where it created the so-called late payment however, how could I make a payment for something that I wasnt even aware it was due? This is truly deceptive. Note that the statement with a due date of XX/XX/XXXX says XXXX balance and payments of {$4800.00} that was the last payment made as of XX/XX/XXXX. XXXX is also reporting this false information. I enclosed a copy of my XXXX report, which does not correlate to the billing from USAA. This is false reporting. The XXXX report says the account was late from XX/XX/XXXX to XX/XX/XXXX, however that contradicts the billing furnished by USAA. It also contradicts the date closed reported by XXXX of XX/XX/XXXX, and below that it says XXXX of XX/XX/XXXX! Clearly this is false.
|
| 05/02/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
I hold the durable power of attorney for my aunt who is medically unable to handle her finances and other items. Earlier last year we decided to move all of her banking from XXXX and XXXX XXXX to USAA Federal Savings Bank. This process was extremely difficult because even USAA didn't understand their own process for establishing a power of attorney on a new account. We were forced to deal with the same account lock out situation. After several weeks, the account was set up with the power of attorney and I was able to manage my aunt 's financial obligations.
Today ( XX/XX/2018 ) when I tried to access her account, I received an error message indicating the account had been locked because contact information was incorrect. This seemed odd as I did not recently provide any contact information. I called the phone number that was provided to unlock the account and was told I would have to call back in several days. They refused to give me any reason for the account lock and hung up on me.
I understand that sometimes security issues arise but that is no excuse for not notifying the member or their representatives ( as specified in the account details ) that were created when the account was opened that access may be limited during a security review. If USAA doesn't understand their own processes for POA 's on an account, perhaps they should review their policies and procedures and provide remedial training.
|
| 11/02/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
|
|
I opened a recent credit card dispute that was not found in my favor. During this dispute period, I called USAA multiple times and was verbally told the following statements : " I would expect an investigation to be honored '' " we will do whatever we can to help and/or fix this '' " not all disputes that are similar will have the same outcome '' " I suggest leaning into the human aspect when re-asserting our findings '' " bring up your 12 years of membership '' I believe I have been discriminated against during the dispute process and not treated equally. I believe this because the comments above suggest differing outcomes based on factors outside of my control and also suggest that USAA has discretion to favorably resolve and/or make right my initial dispute but has chosen not to, despite telling me that would do " whatever they can. '' I request all recent phones calls from XX/XX/XXXX, XXXX XX/XX/2022 to be pulled and audited to confirm discriminatory statements and misleading advise that USAA will help in this matter. Being told USAA will do " whatever they can '' is an incredibly powerful statement to which I expected an amicable resolution in this matter, ultimately reducing down to a {$6000.00} account adjustment resolving this matter entirely, which I asked for in writing and verbally. Since such a request falls into the possibilities of what USAA is capable of doing, I hold them liable to do so.
|
| 01/14/2022 |
Yes |
- Debt collection
- Credit card debt
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
|
|
See attached package including a True Bill, received by company as verified by XXXX XXXX of Mailing Form 3817 with a postmark date of XX/XX/2021.
XXXX received the instrument and responded ( see last page of packet attached ) by saying they were ceasing and desisting all collections and have returned the account to their client.HOWEVERThey, along with their client, USAA have kept the instrumentwhich facilitates discharge according to UCC 3-603 Tender of Payment. They did not send back anything other than the correspondence attached.
Not only have they and USAA violated numerous 15 USC laws such as : 15 USC 1692c ( a ) Communications without prior consent. {$1000.00} 15 USC 1692c ( b ) Communications without prior consent with third parties {$1000.00} 15 USC 1692c ( b ) Communications without prior consent with third parties {$24000.00} 15 USC 1692b violation stating consumer owes debt {$1000.00} 15 USC 1681b Furnish consumer report circumstances and no other {$1000.00} 15 USC 1681s Responsibility of furnished of information {$1000.00} 15 USC 1692e debt collector {$1000.00} 15 USC 1681i treatment of inaccurate / unverifiable information {$1000.00} They have sent these documents through the United States Postal Service [ 18 USC 1341, 1342 As of the date of this complaint, neither XXXX, nor USAA has returned the instrument tendered on XX/XX/2021 as verified by the XXXX postmarked Certificate of Mailing.
|
| 09/26/2019 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
- Problem with the payoff process at the end of the loan
|
|
Web |
Servicemember |
|
I want to be removed from the loan that was refinanced without my permission. I originally agreed to co-sign the personal loan for the amount of {$17000.00} for my daughter. She was going through a rough time with a break up and a new baby and I offered to help her out with getting caught up on her bills and what not. This was on XX/XX/XXXX. I then agreed to change the financed amount to {$20000.00}.
At this point I thought the loan was signed for and it was good to go. I then recently found out through checking how much time was left on the loan since it wasnt my loan and my daughter had been paying on it for what I thought was awhile. That it had been refinance twice since then I do not check my Usaa account at home or online since it is less secure and I have had my identity stolen in the past. I didnt think anything of it, just assumed the loan was being paid by my daughter for the original amount we discussed. I noticed when checking that it is not for the {$20000.00} I had thought. She has since refinanced the loans, and no one ever talked to me or spoke to me at all. She had my social from the first time applying.
Since then there have been two refinances one for {$40000.00} on XX/XX/XXXX and then an additional one for {$46000.00} on XX/XX/XXXX.
Neither of those times was I spoken to about the new loans. I want to be removed from those two loans as I never agreed to the loan for that amount.
|
| 09/06/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
USAA randomly chooses to hold credit card payments for up to ten days. The is the second time I have had my payment held. This time, my high utilization affected my credit score even though I made the payment.
I have called and asked three different representatives who have given me three different answers. One told me I have to sign up for a bank account to get rid of the issue. One told me that they as a company were not able to control the algorithms that withhold payments. And the last one told me that the federal reserve was the reason why they would not credit my account with my payment.
It is part of the terms of agreement that they can hold payments for up to ten days. But now they are implementing this more frequently. That, and they will not give me a reason as to why. I have had the credit account for more than 6 years and used the same bank account to make payments on this card. It is only recently that they have started implementing this hold.
I do find it necessary to file this complaint because it is an abusive policy written in the fine print. If I knew they would do this I never would have begun doing business with USAA. I have no idea whether USAA will withhold my assets from me and for how long when I use my card, it causes all sorts of problems with automatic bill pay. For those who are less financially stable, putting a ten day hold on a payment could be very difficult.
Thank you
|
| 12/19/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I used my USAA account both checking and savings cards to withdraw money at XXXX XXXX Bank. I was able to withdraw {$600.00} from my checking account. I attempted to withdraw XXXX from savings using a separate card from USAA at the same XXXX atm minutes apart. I could hear the ATM machine counting the cash for the savings withdrawal, the ATM never dispensed the cash from the savings. The ATM machine screen said oops we 've experienced technical difficulties unable 2 complete your transaction. Nonetheless {$500.00} was debited from my savings account that I never received. I filed a complaint with USAA and they said XXXX looked at the video and I took cash. I never received cash from the savings withdrawal. There should have been two desperate withdrawals of cash not one. I feel I have been robbed {$500.00}. Neither USAA or XXXX will help me. I 've been robbed of {$500.00}. All they have to do is look at the video and see I only took cash from my first withdrawl from my checking account. No money was dispensed from the savings account which used a separate card from the checking. {$500.00} disappeared electronically Into Thin Air. Please help me deal with these banking corporations who have robbed from me and refused to look into the problem and correct it. USAA says it 's XXXX XXXX problem and XXXX XXXX says it 's USAA. Again please help they robbed me at Christmas time and I do n't know what else to do.
|
| 07/26/2022 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Changes in terms mid-deal or after closing
|
|
Web |
Servicemember |
|
Contacted USAA on XXXX XXXX, 2022 to setup an auto loan which was originating from me, a USAA member, to purchase a vehicle from another USAA member for which USAA held the title. These details were made explicitly clear to the customer service representative named XXXX ( employee ID XXXX or XXXX ) who seemed unsure of the entire process. She assured me that she knew of the process inherently. Upon flying to XXXX on XXXX XXXX, 2022 ; I retrieved the vehicle ( as instructed by XXXX XXXX and sent in the authorization to record the lien. The very next day, I received a call from USAA who stated the loan was completed entirely incorrectly and that I would have to apply for a new loan.
After two hours on the phone, I applied for new loan costing me another credit inquiry. The new loan was 0.25 % higher, no doubt because I had an inquiry the previous week. Lord knows how much this 0.25 % will cost me on the life of the loan. It is now XXXX XXXX, 2022 and the seller has yet to receive the difference in his payoff ( from USAA ). After calling back, I was told the second loan application was also filled out incorrectly and the seller needs to file a dispute with the bank for the difference. I am not sure how this bank can continue to operate with an employee constituency that is both poorly trained and unwilling to ask for help. I have also yet to receive the title which I was told I would receive in 2 weeks.
|
| 02/17/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
About two years ago, XX/XX/XXXX if I remember correctly, my identity was stolen ... Personal belongings of mine fell into the hands of imposters. Whoever they were, they used my cell phone to get into my checking account thru the app on my phone I assume, and started transferring money to themselves using XXXX. This happened XXXX, XXXX, XXXX, XXXX, and in XX/XX/XXXX she/he wired {$1500.00} from my account to themselves ( of this I have proof of who did it, but only proof of who did this wire ). There was also a fraudulent check made and cashed against my account in XX/XX/XXXX.
Since I learned of my money being stolen from my account, I was reporting it every month to my financial institution ( USAA ). For almost two years I fought with USAA to get my moneys back. USAA failed to do as they promised, I never received the provisional credits, not on the full amounts stolen ... Instead, USAA decided to close my account, after 23 years with them, insighting me as a liability ... The representative told me that I should have taken better care of my personal effects, I should have had a pin code or lock on my phone, I should have secured my things better .... All of which I had done ... All of it!!! I don't think USAA treated me very fairly, and since closing my account has created a world of difficulty for me in recouping my money still held in my closed account. That is another problem in and of itself ...
|
| 06/13/2016 |
Yes |
- Bank account or service
- Checking account
|
- Making/receiving payments, sending money
|
|
Web |
|
|
Since XXXX 2015, USAA have been returning items specifically to XXXX and charging my account an NSF in the amount of {$29.00}. It was my position that these items were being fraudulently returned to collect NSF fees since I did in fact have the funds available to cover the transactions if USAA did n't charge an NSF first. However, I was not receiving overdraft notices to verify my balance and the way the ledger reads online I had enough money available when the transactions were posted to my account if the USAA processing department actually posted the transaction before charging an NSF fee. Since XXXX 2015 I had not received any NSF notices to support my position. However, this past week I received my very first NSF notice and it confirmed my position for the last year and half. I did have enough money to cover the XXXX transaction in the amount of {$38.00} because I had {$51.00} in my account according to the notice that was sent to my email. Regardless of that fact, USAA returned the transaction to XXXX so not only did I have to pay {$29.00} NSF fee for an item that should have posted and cleared my account but also I had to pay yet again {$25.00} to XXXX. Over this last year I have had to pay between {$1000.00} and {$1500.00} in fees to USAA and XXXX for the same type of issue. It is my hope that your office can assist me and other consumers who are being taxed by USAA and XXXX for fraudulent fees.
|
| 11/20/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I am writing to express my dissatisfaction with the service I received during my stay at the XXXX XXXX XXXX., I made a reservation for XXXX, XXXX and XXXX Unfortunately, I had to cancel my reservation, but I was charged for the room anyway. Furthermore, I noticed that my signature was on receipts that were not mine, and I was not satisfied with the service I received during my stay. I have documentation that stats cancel and the bank refuse to honor that stating that no error was made .I have send in over the amount documents need to fix this problem. One manager saw the error and corrected it and the next day the claim was reverse. I had permeant credit on some the came back and reverse all those and debit my account. I told them I have been a victim of identity theft they spoke to me so rude The did not honor no claim when I had all the supporting documents there. The talk down to me and belittle, me the reverse everything even the one that had permeant credit I have been asking them to speak with someone to go over the claims one by one they say that they can not help me. I am very dissatisfied with the service I received from the XXXX bank. On how the handle me with my fraudulent transaction on my debit card and requested a refund. However, my claim was denied, and I was informed that the transaction was authorized. I strongly disagree with this decision and believe that I am entitled to a refund.
|
| 04/03/2017 |
Yes |
- Bank account or service
- Checking account
|
- Account opening, closing, or management
|
|
Web |
Servicemember |
|
I, XXXX XXXX, had an active account with USAA, which I had for several years with no problems. Approximately around XX/XX/XXXX-XX/XX/2015, I alerted USAA of fraudulent activity on my account. This was the result of me losing my bank card and it was being used in another state. I am a XXXX veteran with memory loss which I have to write pin numbers on the back of my cards to avoid forgetting. I personally advised USAA that monies was taken out and deposited into my account fraudulently. At this time XXXX of my children 's accounts were linked to mine. All XXXX accounts were frozen which caused a financial hardship on my household. After an investigation was completed, my children 's accounts were released but as for mine, I was advised that it was thought that I had knowledge of the fraudulent activities and was no longer allowed to have an account with USAA again. I do not agree with this decision considering I am the one that advised of the activities. I live in Alabama and the activities occurred in XXXX ( I believe ), how in XXXX world could I, would I partake in such a crime. I am a Veteran with morals and character of an upstanding citizen of the US. I respect whatever decision was made although I do n't not agree. I opened an account with XXXX XXXX XXXX XXXX which I ca n't utilize due to to a restriction from USAA. Please allow me access to a new account. thank you for your time and consideration
|
| 06/02/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
This complaint involves USAA accounts : XXXX ; XXXX ; XXXX ; and XXXX. These accounts are found on XXXX XXXX Credit Report XXXX. I am disputing the accuracy and legitimacy of these accounts and charges. When they initially surfaced, I contacted USAA and advised them that I had never opened these accounts and I had never used or possessed these cards. subsequently, I provided USAA all local Police Reports, Federal Identity Theft Task Force reports of the identity theft and fraudulent acquisition of the cards. I provided USAA the report from the U.S. Department of State as well as the Office of Personnel Management advising both me and my husband that we had been victim of a breach and that our information had been identified in use on the dark web. As a direct result, USAA refused to conduct a comprehensive, reliable investigation in a timely manner that would have allowed the individuals responsible to be brought to justice. Instead, I was repeatedly told " our investigation does not indicate fraud. '' When asked to provide strict proof of their investigation and findings, I was met with hostility. I have been pursuing this matter now for over five years, to no avail. CREDIT CARD and CREDIT REPORTING AGENCIES have an affirmative obligation to Investigate Consumer Credit Report Disputes in a timely fashion and to provide the results of those investigations. USAA and XXXX XXXX have failed to do either.
|
| 06/19/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Confusing or misleading advertising about the credit card
|
|
Web |
Servicemember |
|
I opened a promotional credit c ard with USAA in XXXX . I made a couple purchases totaling XXXX in addition to the promotional transfers. Their credit card terms state o n page 14 section d that any payment above the minimum payment will be applied to the balance with the hi ghest APR. In XXXX I paid almost XXXX and they applied the excess to the lowest APR and charged interest on the highest APR. I called 4 times and was bounced around, lied to, deceived and told that I was wrong until I spoke to a third level manager who admitted i was right and waived the fee plus calculated what needed to be paid in XXXX to stop the interest at XXXX . In XXXX I paid almost XXXX and again it was applied in the same manor and I was charged interest. I called ag ain and again got the run around. This time the third level manager could not have cared less. USAA ad vertises caring and customer service and I got the exact opposite. As a XXXX vet I expected more from a company that says they will take care you those who served. Instead they word rather jerk me around lie deceive and steal from me. It 's not about the money it 's about the honor integrity and morals of a company. It is clear that USAA has none of these. We have multiple accounts across our family and we will be closing all of them. USAA will lose at least 6 custo mers for the XXXX that they stole from me. Does not seem worth it to me.
|
| 12/31/2021 |
Yes |
- Checking or savings account
- Savings account
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
The previous complaint was not a duplicate it is the ongoing underline actions that they have been lying about if anybody 's fraudulent it's USAA .THEY TOLD CFPB they CAF CLOSE MY THREE ACCOUNTS XX/XX/XXXX THEY HAVEN'T CLOSED ANYTHING IN OUTSTANDING DISPUTE SINCE XX/XX/2021 HAS NOT BEEN SOLVED FOR {$450.00} THEY CLAIM THAT ACCOUNT IS FRAUDULENT BUT THEY HAVE NEVER STATED THEY XXXX ANYBODY BUT THEIR SELF INTERNAL NOTES I FOUND OUT SOMEONE CALLED HERE SAYING THAT THESE ACCOUNTS WAS NOT AUTHORIZE WHICH WAS A BALL FACE LIE THEY NEVER COULD GET BACK IN TOUCH WITH THE PERSON WHO CLAIMED THIS NO EVIDENCE NO NOTHING AFTER ACCOUNT BEEN OPEN FOR FOR FIVE YEARS THEY DECIDED TO COME TO THAT CONCLUSION FROM A PHONE CALL REALLY KNOW THEY IS OUT OF COMPLIANCE THEY KNOW THAT THEY ACTED ON SOMETHING THAT WAS NOT REAL AND THE PERSON WHO DONE IT IS IN A FRAUDULENT PARTNER WHO KEEPS LEAVING THIS COMPLAINT AND ACCOUNT AGAIN BECAUSE SHE DON'T WANT TO GET IN TROUBLE BUT SHE GOT HER WHOLE BANK ENTITY IN TROUBLE DUE TO THE FACT THAT AFFECTED MY LIVELIHOOD WATER OUT PG NOT BUSY ENOUGH AND RESULTING INTO A TENT NOT BEING ABLE TO PAY MY BILLS I'M TOTALLY STRESSED OUT I BELIEVE THIS IS DUE TO XXXX XXXX AND DISCRIMINATION OF XXXX AND XXXX AND I'M XXXX BOTTOM LINE I NEED MY MONEY ASAP XXXX FAX INSTANTLY AND I WILL BE SEEKING LEGAL REPRESENTATION AT THIS I contacted the department of justice as well again this is not a duplicate
|
| 12/10/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
I recently filed a complaint here against USAA because they are not giving me a way to pay my charged off secured credit cards. They offered up a really slick explanation as to why the debt is valid, but still gave me no way to pay it.
I never contested the validity of the debt, I had 2 unsecured cards that I put {$6300.00} cash onto. One is {$120.00} delinquent and the other is {$73.00} delinquent. I paid them off i just got charged interest and was unable to make the payments as I'm a XXXX vet and was still waiting on my XXXX.
Neither here nor there. I requested to pay the bills. I was told it is not their responsibility to provide a method for me to pay them since they are charge offs. I requested an invoice. I was told to just mail a check into the company for the full amount and put " attn billing department ''. Thats a no from me.
I even had a nice lady one time when I called help me add them both to the bill pay section in the usaa app. When we hung up and I tried to pay them, it didn't work. When I called back, I just got an " Oh well, we tried. '' " It is not our responsibility to provide you a bill for a charged off account. '' Yet they're still reporting it happily every month to the credit bureaus. I have been trying to pay these two bills for over a year. I want to buy a house and these are the two negatives on my credit report.
Please just let me pay the XXXX cards off!!!!!!!!!
|
| 06/19/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Problem with fees
|
|
Web |
|
|
Two years ago on my USAA account not only was my checking account I had theough them fraudlantly used but so was my credit card. There was suddenly a {$5000.00} payment from an unknown source to my account which they USAA originally credited to my account. When I questioned it and what was going on it suddenly became my responsibility as they couldnt figure it out or give me a straight answer about it. My account was closed by USAA and I was not informed therefore had no way of paying anything on my account. Finally paid off the balance minus the XXXX and kindly told them I was not paying what was not my responsibility and what I did not agree to. It has been going on for two years and now they have flagged my account as not paid for over thirty days. I have no account through them anymore and no way to pay either as I have no access to my mobile banking which is a direct pay. They closed it off to where I could no longer pay. Then they are charging fees to the balance of which is not mine. I will not be paying and do not appreciate this going against my credit as it is not my fault and they have not solved the issue for over two years. I will not pay any extra fees either. I have discussed this with them and they have done nothing but say the same old story that they cant figure it out so its my responsibility. When they are the ones that allowed it to happen to my account. Its fraud on their part.
|
| 01/15/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I started the process of buying a house by making an offer on XX/XX/2018. I told USAA over the phone my work history on the XX/XX/XXXX. I was told on the XX/XX/XXXX that I had to meet a deadline of the XX/XX/XXXX, which was to give them all the information that they needed. The date was bolded and highlighted. I emailed them my employment history again ( I had already given USAA this information twice before, once over the phone and once over email. I had asked to e-sign the initial disclosure on the XX/XX/XXXX to which I had never gotten an email reply. I had called multiple times on the XX/XX/XXXX and XX/XX/XXXX to ask if they had received everything. I left voice mails and never got a phone call back. I then learned that on the XX/XX/XXXX USAA sent an email ro my real estate agent, saying that I had started the loan process on the XX/XX/XXXX. I was furious at the effort of USAA. I am most upset that they would lie to my real estate agent about dates on which I started this process. I decided that USAA was not putting for their fair share of the agreement and decided to switch lenders. I then called USAA to ask for a refund on my appraisal fee, since the appraisal was non transferable. On XX/XX/XXXX I was told that is was USAA policy that it is non refundable. The next day I called to ask for clarification and was yelled at, they refused to answer any of my questions and ultimately was hung up on.
|
| 05/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
On XX/XX/23 my account was hacked. I was traveling in Florida and received a call from usaa discussing a previous fraud dispute, during the call I was only sent the text to verify. After the call that I'm guessing was a scam call the caller unknown somehow logged into my account. I have 5 checking accounts, all 5 accounts were drained of funds by using the debit cards that are fully visible on ussa sites. Theses cards had not been used previously and one card is still in envelope not open as it was just mailed that day. The hacker charged 29 transactions to USPS totalled to XXXX. They even deposited a fact check in the amount of XXXX. The check was actually only for XXXX dollar. The hacker also performed 11 wire transfers between my 5 accounts. On XX/XX/23 i called usaa to report idenity theft. They assisted in changing user name, passwords, pins,. On XX/XX/23 usaa emailed stating Usaa has declined the check fraud dispute saying I owe it. No explanation given. I can not get a response on the 29 debit card disputes. Or the 11 wire transfer dispute. Looking at the accounts you can clearly see fraud. And no one from ussa will do anything. Our accounts are frozen. Today on XX/XX/23 usaa called demanding that the overdrawn account be paid, I explained that the accounts are frozen due to fraud but the representative said it didn't matter. We have no money accounts are locked. My kids accounts are locked.
|
| 02/20/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Older American |
|
USAA advertises ZERO LIABILITY for fraud. USAA has left me liable for fraud charges that occurred beginning XX/XX/XXXX. See attatched 4 four Letters. Three dated XX/XX/XXXX that give card ending XXXX Transaction date XX/XX/XXXX {$15.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$17.00} XXXX. Kindly Note All three of these transaction charges and dates ** are included in what I reported UNAUTHORIZED. There were {$470.00} total reported fraud by me sometime in XX/XX/XXXX I am thinking. My XXXX statement closed XX/XX/XXXX The statement would have reached me XXXX first week. I do not have an elaborate computer as USAA does to document dates I called fraud. I have a XXXX XXXX as well AND APOLOGIZE IN ADVANCE that I have No Access due to my XXXX. The letter dated XX/XX/XXXX DOCUMENTED MY CLAIM DATE AS XX/XX/XXXX. I based my info on USAA documentation. What I do KNOW : The card ended XXXX in XX/XX/XXXX. The letters XX/XX/XXXX ALL CREDITS WERE BACK ON CARD AGAIN XX/XX/XXXX as New Purchases. Permanet was Not permanet. NO USAA CREDITS have appeared on statements from XX/XX/XXXX to XX/XX/XXXX LISTED AS TOTAL PAYMENTS AND CREDITS for this period. AND What ever date I did really report {$470.00} UNAUTHORIZED MY FRAUD card XXXX WAS ALTERED to DISPUTES on card XXXX AND ONLY {$59.00} credits were given when I reported {$470.00}. AND THEY WERE BACK ON CARD XX/XX/XXXX DISPUTE NOT IN MY FAVOR. USAAs INFORMATION IS NOT HONEST.
|
| 01/11/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX USAA LETTER FRAUD CLAIM INVESTIGATION RESULTS. Claim # XXXX card end XXXX XXXX XXXX date Purchased XX/XX/XXXX {$120.00} XXXX XXXX Credits {$120.00} Applied. XX/XX/XXXX No temporary credits ( the credit we deposited at the beginning of the investigation have been reversed ) XX/XX/XXXX USAA LETTER FRAUD CLAIM INVESTIGATION RESULTS Claim # XXXX card end XXXX XXXX Purchased on XX/XX/XXXX. XXXX Credits Applied XX/XX/XXXX {$210.00} ( the credits we deposited at the beginning of the investigation have been reversed ) XXXX Credits {$210.00} XXXX recieved XX/XX/XXXX BOTH paid By Merchants before statement closed XX/XX/XXXX They were returns & only on card few days USAA LETTER XX/XX/XXXX CREDIT CARD FRAUD CLAIM Claim date XX/XX/XXXX card end XXXX ( we previously issued temporary credits to your account in the amount if {$470.00} The temporary credits have been made permanet ) attatched is statement of XX/XX/XXXX I have called 24 times since these XX/XX/XXXX Letters Asking WHAT DATE DID THE USAA CREDITS APPLY? NONE WILL ANSWER There are No Temporary credits There are No Permanet credits Applied at the beginning of the investigation of XX/XX/XXXX, 23, Reps tell me I have to believe them I got the credits MY STATEMENT DOES NOT SHOW AND TWO LETTERS ARE NOT EVEN FRAUD ONLY ON CARD A FEW DAYS BEFORE MERCHANT CREDITED This totals {$810.00} worth of credits I NEVER RECIEVED. THEY ARE NOT ON MY STATEMENT
|
| 08/19/2016 |
Yes |
|
- Credit line increase/decrease
|
|
Web |
Servicemember |
|
My bank is USAA. Over the years they continuously raised my available credit limit on my personal credit card without asking me and they did so while the card was maxed out or close to it. But since I was able to make the minimum payments, they kept raising my limit. I remember reading that XXXX XXXX XXXX got big fines for doing the same thing to small business. This seems illegal and predatory lending. What started as a {$2500.00} limit eventually became {$16000.00} and I never asked for credit increases.
Then I got the flu for 2 weeks simultaneous with a pay cut and then fell behind on payments. I contacted the Member Assistance dept and asked for lower payments ( {$350.00} was became too much for me ) but they said no. All they offered was 'Pay us XXXX % of the total and we 'll close the account '. Now they have charged off the card, ruined my credit and made hard for me to get a job or apartment. I am an XXXX XXXX veteran that got suckered into this credit situation by a bank that advertises that it treats the military community special. It 's just predatory affinity marketing similar to the Rent-To-Own and XXXX places just outside the gates of military bases. They sold my debt to a collection firm after tacking on about {$2000.00} more in interest for an {$18000.00} total. Over the years I paid around {$17000.00} in interest. Crooks. plain and simple. XXXX would have knocked their booth over.
|
| 01/27/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I live in XXXX, and went to a restaurant to purchase drinks. I paid for drinks using my debit card and it totaled about {$32.00}. I gave the waiter my card to charge but did not get a receipt. I didn't think anything about it because I have never had any fraud issues on my account. The next day I checked my account and noticed to large charges from the same place for {$350.00} and {$1100.00}. I Immediately called bank and they froze my account and sent out a new card.
The bank sent me a letter on three separate occasions stating that the charges were not fraud, but I explained to them that I did not authorize the charge.
-For the first charge, the bank supposedly got a receipt from the restaurant stating that I was charged an entrance and drinks for a total of {$350.00}. I explained again that I did not make those charges. Their excuse was that I gave the merchant the card, then it must have been valid. I also asked for a copy of the receipt, but to date they have not sent it to me.
-I also asked about the 2nd charge of {$1100.00} and they stated that they did not have a receipt, but since i filed it as fraud and they determined it wasn't, they closed the case!
I think it is totally disrespectful how they treat a retired XXXX XXXX XXXX and a member of USAA for over 40 years. This vendor stole my money and my bank is blatantly accusing me of lying. PLEASE HELP OR ADVISE ME ON FOLLOW ON ACTIONS.
|
| 12/09/2019 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Closing an account
- Funds not received from closed account
|
|
Web |
|
|
On XX/XX/XXXX I opened an investment account with USAA bank. It was by accident and my boyfriend at the time had just gave me an early birthday/Christmas gift and had deposited it into the account. I called the bank when I realized it wasn't a checking account I had opened it was an investment account. They advised me that they were gon na closed it and send me my check. Considering XXXX is a lot to just wait to come. I waited. Fast forward to XX/XX/XXXX when they told me that my check should be delivered to my home sometime in late XXXX and it had already been sent out. I called them about 4 or 5 time and they kept telling me that it was not in their control. I even had the guy whose account it came from who was my boyfriend/fiancee at the time call and he got so fed up with them he refused to give them any more information and just wanted our money back. They refused to give it to me after already lying to me and telling me it had already been sent out. Then excuse my language but they blantly XXXX and mind XXXX me into believing I was getting what was rightfully mine and my husbands back. And I still wait like an XXXX for {$4000.00} to be given back to us that they easily kept trying to tell me he reported it... as he sat next to be. As shocked as I was at how ridiculous these XXXX sound. Trying to explain to me how they were WAITING for my funds to be reported as fraud. Keyword .... Waiting.
|
| 08/20/2019 |
Yes |
- Debt collection
- I do not know
|
- Attempts to collect debt not owed
- Debt was paid
|
|
Web |
Servicemember |
|
Hi,I recently discovered that my bank, USAA placed a hold on all of my checking accounts for varying amounts of money due to the fact that the state of Virginia placed a incorrect funds hold. The state of Virginia believed that I owed back taxes for 2015 but they were incorrect because I did not live in Virginia in 2015 then or now. I was required to fax my tax documents to the state of Virginia in order for them to removed the hold on my accounts. Once, the hold was removed, I discovered my bank USAA had charged me XXXX fee for legal services rendered. I feel this is an unfair and unjust charge as I did not owe back taxes to the state of Virginia, therefore, should not owe XXXX. I disputed the charge with no success because they stated its their policy and will not budge under any circumstances.This fee seems more like a scam between banks and the state. The state falsely places a hold on someone’s account and when rightfully disputed, they release the funds but the bank unfairly profits. This scam could have attacked hundreds to thousands of people creating a significant source of income for a bank. How a bank can justify its use in fees in beyond me in this case.Is there any legality to these ‘legal fees’? Is there any process that I can take on to get this investigated in an official capacity? What is my recourse for this?I appreciate any help that you can give at this time.Thanks,XXXX XXXX
|
| 09/18/2023 |
Yes |
- Payday loan, title loan, personal loan, or advance loan
- Title loan
|
- Struggling to pay your loan
|
|
Web |
|
|
Back in 2020 we filed XXXX XXXX XXXXXXXX & we asked to reaffirm our loan with USAA but they said no but could make payments. I have been making payments on my boat loan & since I have no access or any bills ever sent to me I called in XXXX or XXXX to ask if it was current or if needed to do anything & she told me she couldn't see anything & it was fine, nothing else needed from me. Then I started getting calls from some local # but they would not say where they worked. I googled the number last week & found out it was a repo company! I tried contacting them last week & they said I had to speak with the repo department but had no other details to give me. They close early so I was finally able to reach them today & they were no help. She claims they sent a letter to me in XXXX that I never received as we would've paid it, we do not have money issues so would've paid that day. I read they were required to send a certified letter & this never happened. I work from home so I am always home to get anything. Now they are telling me since I did not respond to this letter I never got they charged it off & I have to pay {$23000.00} or they will not stop the repo. I do not have that kind of money. This has to be illegal? How can they do this without ever contacting us? We will not give them the boat as its worth way more than we owe them. I need answers on what we can legally do. Thank you for the help
|
| 06/17/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Older American |
|
See attatched XXXX Tracking proof of delivery reciept sent to all three Credit Reporting Agencies. XX/XX/XXXX. see attatched FTC ID Theft case XXXX. I FOLLOWED FTC GUIDELINES TO NO AVAIL. Kindly Note CFPB XXXX submitted XXXX DISMISSED ISSUES. CFPB XXXX XX/XX/XXXX DISMISSED ISSUES. see attatched Letter Dated XX/XX/XXXX due to my XXXX & no on line access. REQUESTING ( ** Despite written requests the unverified still remain on my credit report in violation of Federal Law. You are required under FCRA to ** have a copy of the original signature creditors documentation on file to verify that this information is mine and correct. ) You have NOT provided me a copy of any original documentation ( a consumer contract with my signature on it ) as required under SECTION 609 ( a ) ( 1 ) ( A ) & SECTION 611 ( a ) ( 1 ) ( A ). Furthermore you have failed to provide the method of verificatiion as required under SECTION 611 ( a ) ( 7 ). Please be advised that under SECTION 611 ( 5 ) ( A ) of the FCRA - you are requied to ... .. promply DELETE all information which can not be verified.See attatched EXPERIAN RESULTS XX/XX/XXXX. I DID NOT REQUEST A BLOCK. Kindly Note XXXX VIOLATES FEDERAL LAW. CLEARLY THEY DO NOT HAVE MY VERIFICATION CONFIRMATION ON FILE.Kindly note USAA ACCOUNT NUMBER CHANGES Letter XX/XX/XXXX CONFIRMS account end XXXX XX/XX/XXXX confirms account XXXX AND NO FIX. I DID NOT OPEN THESE ACCOUNTS.
|
| 01/18/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
Hello, I received a promotion for a 18 month zero percent for balance transfers from USAA, the fee was {$200.00}. I transferred my balance on XX/XX/XXXX and then I started seeing {$300.00} dollar interest charges at the end of the month. I called to inquire and they stated the promotion on my card had expired on XX/XX/XXXX ( the day before I called ), but there was a promotion for another card that I was approved for and was on my account when I called, but I had to specifically specify that I wanted to transfer the balance to this other card. They reviewed my call and acknowledged I did discuss the 0 % promotion with the representative, but since the rep stated a disclosure, I had no recourse. So, I was charged {$200.00} for a transfer fee, then 17.9 % interest compounded over 50 days, with no recourse, refunds or anything. I was completely scammed! I then asked why was the transfer then put under a " cash advance '' that had no repayment grace period, but rather a daily interest referral, and I was told this was customary. I asked for a refund and they refused. I saw this has happened to quite a few people when I researched USAA online. I was saddened that this was USAA of all companies, no integrity or honor, both of which the service taught me! They may be within legal parameters, but what they did was immoral and unethical. I lost over {$700.00} to their scam, around the holidays no less.
|
| 02/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Public record information inaccurate
|
|
Web |
|
|
On XX/XX/XXXX, I call USAA to inquire about one of the reason that USAA denied by auto loan application. That reason USAA listed from an XXXX credit report dated XX/XX/XXXX was " Collection action or judgement or foreclosure or repossession or garnishment or attachment or lien ''. The customer service rep from USAA check for information from their XXXX credit report to see why USAA listed the reason stated above. The USAA rep confirmed that the above reason was listed due to the bankruptcy that was listed on their lender 's version of the credit report from XXXX. Now, I did file for bankruptcy in XXXX but that came off my credit report in XXXX. When I told the rep this, the rep said the credit report they get listed a two year history on Public Records including bankruptcies. I argued that bankruptcies should only be on a credit report for 10 years as my penance for filing for a bankruptcy. The rep then said I should call XXXX. When I called XXXX, they pulled up the credit report they supplies to USAA on XXXX XXXX and it did not show any Public Records including no sign of my bankruptcy that I filed. I was also able to see the same XXXX XXXX report on my XXXX membership account and could confirmed that there were no public records. My next step is to call back USAA and report what XXXX told me over the phone and submit the same credit report XXXX submitted to USAA that I downloaded my self.
|
| 10/18/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Company closed your account
|
|
Web |
Servicemember |
|
I was out on XXXX XXXX from XX/XX/2019 through XX/XX/2019. I had been speaking with different reps at USAA bank in regards to my credit card account and ways that I could keep it open being that I was out of work. On XX/XX/2019 I spoke with a rep in their member debt solutions department who assured me that the account was still open and that I needed to make a minimum payment of {$26.00} in order to give me more time to keep the account open. Per this member the account would be closed after 6months of no payments. I made that payment of {$26.00} that day along with another payment of {$75.00} a week later. Fast forward to XX/XX/XXXX. I call USAA to verify why I didnt have an available balance on my credit card, I just made a payment on XX/XX/XXXX in the amount of {$200.00}. The rep advised that the account was closed! There was no knowledge to me that the account was closed. No one that I had spoken to between XXXX and XXXX had mentioned the account was closed and they called me everyday. I asked could they pull the call from the rep who advised that the account was still open as of XX/XX/XXXX and they said someone would call me back and never did. I called again on XX/XX/XXXX and was told that there is nothing they can do when the account has been closed. The rep suggested I reapply but my credit has been negatively affected by this for months so there is no way that I would get approved.
|
| 06/24/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
|
|
On Tuesday, XX/XX/2018 I received text and phone fraud alerts from my banking institutions ( USAA and XXXX XXXX XXXX ) alerting me to fraudulent activity on my credit cards. The amounts were : {$440.00} charged to my XXXX XXXX at XXXX {$1300.00} charged to my USAA XXXX XXXX at XXXX {$920.00} charged to my USAA XXXX XXXX at XXXX When I checked my wallet, both of those credit cards were missing. I believe my credit cards were stolen from my wallet on the morning of Saturday, XXXX XX/XX/XXXX. I have filed a police report with my county Sheriffs Office, a copy of which has been provided to USAA.
My cards were NOT in my possession when the fraudulent purchases were made. XXXX XXXX XXXX quickly reversed the {$440.00} charge and the resulting fees. USAA also initially reversed the charges and issued me a replacement card, but then the charges appeared on my statement again on XX/XX/2018. I never received a notification explaining the charge reversal, and only noticed it when reviewing my account history.
I have tried numerous times to resolve this issue with USAA, asking them to remove the fraudulent charges from my account. I have called weekly, but am told every time that my case is still in progress and there has been no resolution. I am beyond frustrated that this has dragged on for 10 months with no assistance from USAA.
Please contact me if you need any additional information. Thank you.
|
| 12/08/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
On XX/XX/2021 the bank allowed for several fraudulent checks to be deposited by only using a picture of said checks utilizing one mobile device and another screenshotting the checks which one was for {$3000.00} and 2 for {$1000.00} each total of {$5000.00} and made available {$1000.00} for immediatte use and allowed {$1000.00} to be XXXX out to the thiefs who manipulated my teen daughter into this scam, now the bank did absolutley no investigation and now are holding us liabe to pay the {$1000.00} that became readily available by the bank including fee 's of returned item fee 's total amnt owed is {$1000.00} which again would not have been made possible if the use of only using screen shots of pictures to be utilized for this fraud to be done on us, theres a email adress associated with the zelle transfer which they could trace and know who received the money and charge them to pay the money back. I received no help from my bank but a bunch of sorry 's which dont help my situation, i worked hard to get my credit scores but if this ends up on my credit and my daughters who is barely a young adult will completly set us back. I know using technology these days is more beneficial but having allowed such a transaction only with an image of an image should not be allowed and funds should not readily be made available in such large amounts unless its a direct bank transfer to another bank period!
|
| 11/30/2020 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
Servicemember |
|
I advised the company on XX/XX/2020 that I would be making my payment that was due on XX/XX/2020 on XX/XX/2020. I made the payment in the morning as I stated I would. Later in the afternoon I called to make sure that USAA Bank where the funds were and transfered to USAA Bank where the loan was. The first person I got after the Notice this is attempt to collect a debt I got XXXX XXXX in Florida. XXXX advised me after much haggle unless I gave him my phone number or email. He refused to transfer me to a supervisor and is also working for a third party hired by USAA to collect debts. XXXX would not disclose the name of the company the address.
I then called back to get XXXX XXXX who would not transfer me and when she did get a supervisor they would not talk to me because I was not verified. She also would not disclose the name of the company or the phone number she was working for.
The above individuals with intent would not disclose the name of the company they worked for under the Fair Debt Collection Act. Unless I gave them my phone number, Pin number and SSN. USAA is unwilling to talk to anyone and anyone that is hired to do the work for them does nothing to identify themselves other than the first name.
USAA has come up with a lot of rules and does not send them in large print as they have been asked several times and when you complain they leave a short message and unwilling to help.
|
| 01/06/2024 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
|
|
USAA disabled my account access on or before XXXX. I called the company approximately 5 times to restore access. The first time, they told me to upload an identity document to the website to restore acces, which I did. The website malfunctioned and told me there was an error despite the identity document being exactly what was requested. The representative told me to mail a letter to USAA requesting access, which I did.
In the next conversation, USAA reset my password and told me I had access to my account. When I tried to access my account on the phone and failed -- I received an error message saying I did not have a valid email address or phone number in the system -- the customer service representative told me to wait a while and try again. I did, and it failed every time.
When I called back, the representative told me I did, in fact, have a valid phone number in the system. The phone was then disconnected ; I believe he hung up on me.
In the next conversation, the representative told me that my account had, in fact, been disabled due to possible fraudulent activity and that USAA had not yet begun an investigation. I was told they would complete the investigation in 24 hours and contact me with the results of the investigation. I did not receive notification of the results. When I called back, I was told the office that deals with these issues is closed and to call back yet again.
|
| 04/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
|
|
I am filing my compliant against USAA my bank. I filed disputes with a company where they ran my card through more than once. I did reach out to the company as well several times. I filed a dispute with USAA and received provisional credits. I began to receive letters from the bank that my dispute was sided with the vendor because they provided receipts. I also have receipts for the accurate charges on XX/XX/XXXX XXXX advising she was with the disputes team reached out and we discussed all were valid but one, after that I began receiving notices that the money was being taken back out, as USAA had sided with the vendor. I began reaching out. To date, I have spoken with Executive Resolutions Team, A manager and 10 reps who all leave notes to reopen and/or to contact me. I have even filed a XXXX complaint and USAA wil not help me. Finally yesterday I received a call after attempting to contact since XX/XX/XXXX advising she was with disputes, I missed the call, the voicemail she left stated for me to call in and leave a message for her to contact me or to have the rep read the notes, I called back in at XXXX XXXX and spent 15.47 minutes on the phone while the rep looked for notes that were not there. USAA will not help me or even give me a chance to inquire why. Its sad when its my money, it is a time of limited work and they helping a business take my money. Just wish someone would help me.
|
| 07/19/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
In XX/XX/XXXX USAA restricted my online access to all my accounts including my auto loan. At the time I was signed up for online billing, however after my online access was restricted I requested physical statements be sent to me immediately, as my auto loan was auto paid from my usaa checking account which USAA subsequently closed. I was told by agents of USAA they would send me the statements over 12 different times. However, as of XX/XX/XXXX over two months later I have yet to receive a single statement. Furthermore, I am unable to access the statements online, thus have no documentation showing what I owe, where and when to send the payment. Most recently I spoke with XXXX from the CEO 's office who informed me I would not be charged a late fee, and nothing negative would be reported as long as it did not go 30 days past due. The loan is already 15 days past due and I still have not received any statements. Even if the statement were to be sent out today there would be no grace period between when I receive the bill and when it is due as required by the fair billing practices act. For some reason USAA has refused to provide me with billing statements for this auto loan, and has refused to allow me access to it online. Furthermore, I get calls every day at XXXX XXXX now telling me it is past due and needs to be paid immediately as it 's past due. Yet they are unable to send a statement.
|
| 06/08/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
Servicemember |
|
on XX/XX/2018 at or around XXXX I wanted to redeem a promotional balance transfer to my credit card ending in XXXX. I clicked on the offer displayed under XXXX ( labeled XXXX XXXX ), another window popped up to enter entered my balance transfer info & clicked submit. On the confirmation page of this balance transfer it stated that they initiated this under my other credit card of ending XXXX which is incorrect and not my intention.
This complaint is to USAA Credit Card Services. I called the executive resolution team 8 times and spoke with them for at least 6+ hours over a week and they refused to honor the original offer for credit card XXXX and would not cancel the transfer or fix the error by the system. The also offered fixes or solutions that would cost me additional fees as the only solution.
They also stated that there was a block on my XXXX card and that their system automatically selects the other card instead of denying the balance transfer even though there was no offer on the XXXX card and there are different interest rates. They locked me into a balance transfer to the wrong account and terms without my legal consent and refuse to honor the original offer.
This was a deceitful and was very confusing act as my intention was to apply for this promotion for card XXXX and not XXXX which their ( system ) automatically selected and processed while I was on their mobile app.
|
| 01/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Other problem
|
|
Web |
Servicemember |
|
I opened my first credit card to establish a relationship with USAA in XX/XX/XXXX. When I received my credit card it had an inaccurate name on it ( Last name started with XXXX instead of XXXX ). I chose not to activate this card with inaccurate information. Unknown to me, there was a {$14.00} shipping charge when I opened the account, which I never received a bill for ; neither in my mailbox nor an email informing me my bill was ready ( which was the case when I had an activated credit card with USAA ). Because my information was inaccurate and this account was never activated, I never assumed an issue when I never received a bill for this account. I checked my credit report in XX/XX/XXXX, and to my surprise found XX/XX/XXXX- XX/XX/XXXX late payment status for {$17.00} on this account. I immediately called customer service and paid the overdue {$17.00}. If I had any knowledge of the {$17.00} (! ), I would have paid it immediately. I have never missed a payment and I most definitely would never ruin my credit over {$17.00}. I have asked for credit reporting to be corrected for my account that portrayed inaccurate information on my card, that was inaccurately charged to an account that I never activated, and of which I was never accurately notified of my {$17.00} debt. Additionally, I immediately paid this {$17.00} debt when I, through other means than USAA, discovered this {$17.00} debt.
|
| 09/10/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
The week of XX/XX/XXXX i phoned USAA to ask what was the best way to set up a Bill Pay and have a live checked mailed to the USAA Branch for deposit into another USAA Members Bank Account. The representative advised me to make the payment payable to USAA Federal Savings Bank with the address of XXXX XXXX XXXX XXXX XXXX, TX XXXX, which i did. On Friday XX/XX/XXXX I scheduled a Bill Pay of {$500.00} to this Members account for deposit, which was, by no fault of mine, sent to the wrong line of business within USAA, This money was sent to USAA Property and Casualty electronically, instead of being sent to USAA Federal Savings Bank in check form as i put on the Bill Pay Instructions and now these funds are lost. I called Saturday XX/XX/XXXX and explained all this and the representative started a dispute, my account has yet to be credited. This was not my error and I should not be suffering and out {$500.00} while USAA researches their mistake! As of XX/XX/XXXX, I still have yet to hear anything so, I submitted a second dispute on USAA.Com and called after and spoke to a supervisor named XXXX at ext XXXX who assured me I would receive a temp credit while the dispute is processed and i would received that within the next day or two and it is now 3 days later and I still do not have a credit on my account. I have been calling XXXX for the last 2 days and have not received a call back from her.
|
| 11/07/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Older American, Servicemember |
|
3 months ago in XX/XX/2019, I was notified by USAA that I needed to update my W-9 information. They also threatened that if I did not, they may withold taxes on interest. I have been with the bank for over 40 years and they have that information already. Nonetheless, I called the bank and informed them that I was not subject to IRS witholding and therefor, according to everything I read, was not required to furnish any W-9 info or updates. The agent said that I did not have to sign the form if I did not want to. I said I would not as it is not necessary or required by law ( from what I understand ). She agreed. When I tried to log on last week ( XX/XX/19 ) or so, I was stopped by a pop-up requiring me to sign a W-9 or could not proceed. I finally went thru the maze of document finding and signed it to avoid further complications. When I finally got to my account I noticed USAA had already witheld {$.00} taxes from my measly {$.00} interest gained in my checking account. I do not believe this is legal, as do thousands of other USAA customers complaining on the USAA forum site ( also where I left comment last XXXX ). I would like to get a formal ruling on this as USAA seems to be abusing it's autority with it's customers. Perhaps they have had a security breach, lost customer W-9 's, or info therin, and they are covering it up with this story ... .there are many theories on the forum.
|
| 06/19/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Advertising and marketing, including promotional offers
- Didn't receive advertised or promotional terms
|
|
Web |
|
|
On XX/XX/XXXX , I got an email from USAA advertising their 0 % for a year promo for balance transfer, and if I acted by XXXX XXXX , I 'd get the 3 % waived. I found out today that I was charged the 3 % when I asked why, they directed me to the fine print that it has to be POSTED by the XXXX , not initiated. I told them that was deceptive because I had no control of when they posted anything, they could deliberately hold posting beyond the XXXX to get more fees. I also asked them why 'd they send the offer on XXXX XXXX , knowing I could n't take advantage of it since it takes many days to process.. After an hour, I was basically told tough XXXX XXXX XXXX . They refused to cancel the balance transfer, refused to refund the 3 %. They told me I was free to pay the credit card off, but they 'd still get the 3 % I got transferred to the escalations department. I want to point out that I just wanted to take advantage of the offer. I never pay credit card interest, and never carry a balance so when they stole 3 % from me, they cost me money, not save it. Given that, as the consumer, this was n't clear advertising, but default they should be forced to make it right. When you initiate a transaction with a bank online, you do n't anticipate them to take a week to process it. Given the facts above, I ask that you submit to USAA and request them to make this situation right.
|
| 03/27/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On XX/XX/XXXX there was a XXXX transaction of {$1000.00} to an XXXX XXXX from my USAA checking account. This transaction was unauthorized. I do not know XXXX XXXX. I was the victim of a scam, Mr. XXXX impersonating several people including a tow-man and mechanic. I called someone out to run a diagnostics on my non-running vehicle and they claimed to tow it to do just that however my vehicle along with my phone, and my credit/debit cards were stolen. This person began making transactions on my account ( fraud ) because he has access to ALL of my personal information and unlocked cell phone, so at this point I contacted the police and filed a police report but not before disputing those charges with my banks. Yes banks because XXXX XXXX also stole money from my other financial institutions totaling over {$2000.00}. I requested several reviews and appeals and even took it as high as the executives office with my dispute and it was still denied. XXXX at the XXXX office was extremely rude and dismissive of the situation and tried nothing to help resolve so I decided to file this complaint so that banks and XXXX scammers dont get away with stuff like this in the future. As a XXXX mother of XXXX this financially destroyed my family and Im asking that justice be served in this complaint. Please note that I provided the police report information as well and that still wasnt good enough.
|
| 02/26/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American, Servicemember |
|
This began last fall. I have USAA for checking, savings and insurance. I used to get a text message when they noticed something possibly awry. Last fall that stopped, XXXX, I believe. They saw something they thought suspicious, sent me a text which I never got, then deactivated my card, which I found out at a store the next day. I called, found I could not register my phone, they use a XXXX digit short code. I worked with my phone carrier and verified I can receive short code messages, no numbers are blocked. I have spent more than XXXX hours on the phone with USAA. They keep telling me they can fix it, last call was XXXX weeks ago, I was supposed to hear back, never did so I called today. They closed the ticket as resolved, they've done that before too. It is NOT resolved. The representative tried to send me a text and couldn't, that is not resolved. Had me switch to other methods but all XXXX involves a text message which I can not get from them. I have to use email, that is NOT convenient. I've more than {$70000.00} sitting with them and I NEED to be able to get text messages. This latest representative said she'd reopen a ticket and in the process of doing that, disconnected and never called back. So I searched these problems with USAA and found your process. I'm going to file a XXXX complaint too. I may well move my money to a bank that actually cares about their customers.
|
| 03/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Beginning XX/XX/2022 someone named XXXX XXXX transferred money from our daughter 's account regularly via XXXX from her checking account ( my husband is coowner of the account ) We all have USAA Federal Savings Checking accounts. These charges most of ranged from {$80.00} to {$250.00} went on through XX/XX/XXXX, when we told our daughter to change her password after we noticed all these charges and she did not know this person or even knew about them. After she changed her password the charges stopped. At the same time, my husband called USAA to file a fraud claim. They said they would research it and get back to us. This week my husband called USAA again because we did not hear anything from USAA, no confirmation that a claim was filed nor any results. They told him that they did not find anything and he can file an appeal. Next thing we know, only because our cards were declined, USAA locked US out on ALL of our accounts. Without notification!!!! My husband called again today and got only the run around. They said a manager will get back to us within 3 days. Meanwhile all our money is held hostage. And as I looked into all of our bank documents there is still no document that we filed a complaint or that our accounts are locked. We are being treated like criminals and we have been banking with USAA for at least 20 years. We feel completely robbed by the bank and the fraudster!
|
| 09/19/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
Older American, Servicemember |
|
Someone without my knowledge or consent made a deposit into my account of {$15000.00} dollars USAA determined this was fraudulent and that I was involved in it which I was not I immediately contacted USAAwhen I saw the deposit to find out where it came from they accused me without proof of behind involved in a scam and warned me any other issues with my account snd they could cancel my membership. On XX/XX/2021 after learning someone accessed or tried to access my account Usaa set my account up for credit only no debit on XX/XX/XXXX only two days later sn.individual named XXXX XXXX tried to hsve a automatic payment paid yo his or her account to th XXXX XXXX XXXX I do not know this person nor had any connection to XXXX they Took {$400.00} from my account and charged me {$90.00} for insufficient funds fee when I had {$500.00} in the account at the time and whoever gain access into my account tried to set up o a weekly deposit from my account of. {$120000.00} a week funds I didnt even have how was this possible considering they placed my account in a credit only status deposits only is it possible thus XXXX is a USAA Employee targeting accounts that are in jeaporday of being closed? I dont know Usaa feels Im a scammer the only person to profit so far is USAAXXXX XXXX $ XXXX.they have filed delinquent rrports with credit bureaus they should receive a fine gor this i dm a XXXX XXXX
|
| 04/30/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Other features, terms, or problems
- Problem with customer service
|
|
Web |
Older American, Servicemember |
|
I am a military Veteran and have been a member of USAA for 55 years, as have been my family, including my former wife, who had a credit card with me.
In 2019 we divorced and USAA has their policy to separate divorcing couples and forced me to close my credit card, which was below its limit, and refused to open one just in my name. So I opened a credit card to pay off that debt at zero limits, which only lasted for a year as I had been hacked, they caught the thief but I couldn't get a freeze off on my credit, and USAA limited my membership based on something other than my creditworthiness when I tried to transfer the small remaining dept back to USAA saying the reason was " previously submitted credit card application pending fulfillment ''.
I had transferred from USAA to another bank, where I also paid on time, and my FICA score is XXXX XXXX, XXXX XXXX, and XXXX XXXX but XXXX still has a freeze on my credit that seems very outdated and I have been unable to unfreeze it, but recently I bought a {$24000.00} car, which required calling XXXX to release the freeze which evidently was temporary. I haven't been able to get any credit at all because of this freeze that USAA knows about yet did nothing to assist me.
I am a divorced XXXX-year-old male, in good health, financially solvent which USAA knows as they have been my main bank for 55 years and have all my financial data. and
|
| 11/05/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
|
|
XX/XX/2019 Charge for {$250.00} XXXX XXXX - USAA - CASE XXXX XX/XX/2019 Charge for {$110.00} XXXX XXXX - USAA - CASE XXXX These charges were never authorized by me and I never received any money. I contacted XXXX XXXX but they have no phone system and attempted to message them with their in app support system. It usually takes many days for a response. I never heard back from XXXX XXXX so I called USAA and started a dispute. It was very easy and got temporary credits in my account. I believe I had the credits around XX/XX/XXXX.
Then on XX/XX/2019 USAA sent me 2 plain emails with pdf attachments. It does not say in the email that any information is required or my immediate response is requested. But hidden away in the pdf files is a request for more information. Because I don't check every email I receive from USAA because usually they are junk mail, I never opened the pdf, and then USAA DENIED my dispute. They never called me or sent another email. They never sent me a letter or anything they just denied it and took my money.
After a few phone calls speaking to a supervisor I was able to resubmit the information. On XX/XX/2019 my one dispute is finally reopened XX/XX/2019 Charge for {$110.00} XXXX XXXX - USAA - CASE XXXX.
XX/XX/2019 Charge for {$250.00} XXXX XXXX - USAA - CASE XXXX DISPUTE # 2 for {$250.00} has not been reopened since I uploaded information about the case.
|
| 11/17/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Can't stop withdrawals from your account
|
|
Web |
|
|
On XX/XX/XXXX, two fraudulent charges of {$400.00} each from XXXX were debited from my account. USAA even reached out to me asking if these charges run on my debit card were valid. I said absolutely not. They provided me a provisional credit of {$800.00} and sent me a new debit card on XX/XX/XXXX. Today, on XX/XX/XXXX, USAA debited my account again for {$800.00}, reversing the provisional credit. When I called, they first told me that someone 'impersonating me " called USAA and claimed the charges were valid. Then they told me that that were two duplicate cases disputing the charges were filed and one was closed as 'duplicate '. So I asked what a duplicate case on their end has to do with removing the {$800.00} provisional credit from my account. They told me it would take 2-3 business days to put the {$800.00} back into my account. Then they told me it would take the length of the investigation which can last 45 days. I told them that keeping {$800.00} of my money for 45 days is not consistent with a 'zero liability policy '. They then just refused to let me speak to anyone else nor explain their inconsistent communication with me. So, I hung up and am calling back USAA but I find this whole drama to be a complete waste of my time. I object to a bank attempting to keep {$800.00} of my funds over charges they themselves believe are fraudulent while they 'look into the matter '.
|
| 06/19/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
I booked a vacation to XXXX, XXXX though XXXX and was making payment on the trip. I made 6 payments using my USAA debit card in the amounts {$45.00} on XX/XX/2020, {$98.00} on XX/XX/2020, {$260.00} on XX/XX/2020, {$260.00} on XX/XX/2020, {$260.00} on XX/XX/2020, {$260.00} on XX/XX/2020. I was informed via email from XXXX towards the end of XXXX that all international trips had been canceled due to Covid-19 and that they has closed down their operation/call center. Bookit.com stated they could not issue a refund at this time and to work with my bank. I worked with USAA on this and they gave me a temporary credit. Few weeks later the credits were reversed so I called again, gave more information on the situation and was issued another temporary credit. Once again, a few weeks later the credits were reversed. I spoke to an agent with USAA and was informed more information was needed. They could not specific what exactly was needed. So I put together a document with links to the XXXX XXXX XXXX ( XXXX ) for XXXX, credible new articles stating customers are not receiving refunds, screenshots from XXXX websites stating they are currently closed and to work with my bank for a refund. After submitting all of this USAA is saying they still need more information but can tell me exactly what information is needed to issue me a refund. I paid for a service and that service was not provided.
|
| 05/15/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I called a XXXX XXXX school to schedule my son for their package of 10 hours of driving for XXXX on XX/XX/2020. They withdrew the XXXX out of my account on XX/XX/2020. XXXX driving school was suppose to pick my son up for his 2 hours on XXXX the XXXX @ XXXX XXXX after waiting for 40 minutes I called the school multiple times to find out what was going on, no one answered. I texted the driver who was suppose to pick my son up, he never responded. I sent a text message to the driver stating that since no one wants to return my call or pick the phone up my next call was to my bank.So I called my bank USAA to dispute the charge because obviously they had my money so why bother calling me. On XX/XX/XXXX, the driver text my phone to tell me that the owner of the school decided to shut the school down due to COVID-19. The Governor or any Governor for that matter has not shut down anything as of yet for COVID-19. So the XXXX XXXX school can now keep my money with NO services rendered and use COVID-19 as an excuse to embezzle money out of people. USAA was no help in this dispute because they said they don't cover anything COVID-19 since it government laws. I told them the dispute is NOT COVID- 19 related because nothing was shut down that is XXXX excuse for keeping my money and not providing any service. I just want my XXXX dollars back and XXXX held accountable for their dirty actions.
|
| 06/25/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Getting a loan or lease
- Problem with additional add-on products or services purchased with the loan
|
|
Web |
Servicemember |
|
MY bank USSA is telling me that, I am responsible and liable to pay a vehicle loan I had taken out on XX/XX/2023 for XXXX to purchase a vehicle, a vehicle I never received from the dealership and do not have. the dealership committed fraud and filed for bankruptcy 3 days after receiving full payment from the bank on XX/XX/2023. I never received the vehicle nor was it ever in my possession. the bank wired the full payment to dealership account and didnt secure lien on this vehicle. The bank dont have the title or a lien hold on this vehicle. The bank did not secure the lien and dose not have the vehicle as collateral. So they are saying I am responsible even though the dealership breach of contract and breach of the New Hampshire Consumer Protection Act. That I am still at fault for the dealerships crime. The bank said Because the contract was with me and not the dealership I am responsible. I dont see how I would be at fault to pay back the loan. I have no vehicle and the bank has no collateral or Title on the vehicle. The bank doesnt own this vehicle because the lien was never secured on the vehicle I was trying to purchase.
I called USSA Numerous times to inform them about the dealership fraudulent scam so that we can collectively go after the dealership so they could pay USSA back. But USSA did not look into the situation even after I provided them with all the Documents.
|
| 01/05/2021 |
Yes |
- Vehicle loan or lease
- Loan
|
- Struggling to pay your loan
- Denied request to lower payments
|
|
Web |
|
|
I am experiencing financial hardship due to reduced work hours as the result of COVID-19. I have reached out to USAA on multiple occasions to request extended financial hardship relief through their program. I was approved but then denied. I received a letter stating that I have " submitted the maximum number of relief requests for this financial hardship event ''. It is unfortunate but the restrictions enforced by local/state/federal government are preventing me from working regular hours. The " hardship event '' is still ongoing and affecting me financially. My job has reduced work hours due to clinics being cancelled by our clients. I am in a financial XXXX like countless other Americans. I have maxed out a majority of my credit cards to make ends meet. I have contacted all of my creditors, including USAA to request additional assistance considering the circumstances. I am baking goods to attempt to keep up with bills but it is not enough to cover all of them at the current time. The decision of USAA is unrealistic considering what I, like countless others, are experiencing. The decision is making my situation worse and causing more emotional distress. I am actively seeking employment but work is hard to find. My unemployment benefits were exhausted on XX/XX/2020 and I am in the process of waiting for the state to reinstate my benefits ( which is another hurdle to cross ).
|
| 09/26/2018 |
Yes |
- Debt collection
- Credit card debt
|
- Took or threatened to take negative or legal action
- Threatened to sue you for very old debt
|
|
Web |
Servicemember |
|
I got notice of a termination of rental property insurance/home owners policy. I called them to see what's it about. They said it was because I was living in the house and it had to be switched to the regular homeowners policy ( which is what I've been trying to get for the last year ). But after all that they tell me that because I have a flag for credit card that I couldn't pay because I had to worry about survival first, it was charged off the insurance couldn't be updated. I got transferred to 3 different departments till I got to the resolution department. They told me it will remain in the charged off status till it is paid off. Which I get. They wanted XXXX within a year, which I can't say ya or nay because I am still trying to get my life fully going again. When I asked if I agree to the terms would it lift the flag she tells me She doesn't know because that's up to the insurance side. Of course the insurance side is the one that said the collection department had to do it. Now I'm going lose my homeowners insurance because they don't want to help. I understand that I owe them for the credit card but I also have to think of survival too. But these are 2 different accounts. And I guess they don't understand survival first. I guess they don't want me as a customer anymore too. I was going to start paying on it as soon as I was able but it shouldn't affect the insurance.
|
| 09/10/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
It's been weeks now trying to get this whole fraudulent activity problem settled only for USAA to come back and tell me I'm responsible and to basically find another bank after 8+years of service. I've lost my money. 3 bank accounts. Money from my savings. And I have been evicted due to the issues caused because of all of this activity. All this and I still don't even know what's going on with my account since I haven't been able to access the account since XXXX. I feel as though this problem was handled very poorly and due to the " rules '' on fraudulent activity I'm at fault. What the point of asking for a police report it having me go through the multiple steps and representatives just to tell me that a decision was made without needing to look at those factors? I just don't get how the bank does something like this. You and your money is insured. I'm not. The bank is supposed to be my security against things like this and they're throwing me to the wolves. I'm now 1000s of dollars in debt with no way to pay my bills or get anything done. If just like to extend a very big thank you to USAA for helping make this experience the worse I've ever experienced in my life. I would suggest as a consumer that you go elsewhere because if anything funky happens with your account, they'll allow the scammer to do whatever suspicious activity and hold you accountable for not catching it.
|
| 06/01/2016 |
Yes |
|
|
|
Web |
|
|
XX/XX/2015 I took out a {$2000.00} cash advance from USAA. I was told over the phone that once I pay off the {$2000.00} cash advance, that I 'd no longer accrue interest on that advance. I even called USAA credit card customer service today and asked them to explain how the cash advance interest accrual system works. The representative advised that once the balance is paid off ( {$2000.00} in this case ), the interest accrual will cease. I advised the representative that I 've paid off more than {$2000.00} worth of payments since the cash advance was requested XX/XX/2015 and wondered why I was still being charged interest if what he said was true. He then came back and advised that " after doing research '' it was discovered that interest on cash advances will only cease once the credit card statement balance is paid in full. The issue is that I 've had a balance on my credit card for years and USAA knew that when I requested the advance and failed to disclose that over the phone. I feel cheated. This is obviously a UDAAP violation ( unfair deceptive act and practices ). Now I 'll be paying interest on the cash advance for years. To top it off, I requested the cash advance papers I signed to confirm the small print that they disclosed this and the representative advised to look for it on USAA.com ( but failed to provide an exact path to locate the documents ). I feel cheated.
|
| 07/28/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
I am stressed and displeased that I see so many fraudulent accounts on my credit report. This is really damaging my credit worthiness. I am trying to buy a home for me and my family and this is not fair. i have tried several times to get these accounts removed. Let alone, my information was in an XXXX & XXXX data breach some months ago so I thought you all would protect my consumer report. I do not feel that my information is being protected. This is a defamation of my character, and this is a federal law violation. According to, 15 U.S.C. & 1681 ( a ) ( 1 ) ( 2 ) ( 3 ) ( 4 ) my consumer report fairness and privacy has been violated. I am upset!! I am depending on the banking system and credit reporting agencies to promote my privacy and fairness and they have not. This is not right and goes against my federal consumer rights. This is causing emotional and mental stress as of now. Also, it is illegal these companies should NOT be furnishers of people 's information to 3rd party companies, so this is illegal, neglect and fraud. I have already reported this to the local police department and Federal Trade Commission. These companies and the credit bureaus can get sued for these damages. This is negatively affecting my livelihood and putting me in a bad space. I feel your database is inaccurate and I am filing litigation against this if these items are not removed, immediately.
|
| 05/13/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
My name is XXXX XXXX, I have several accounts with USAA. One account is a joint account with my wife and my XXXX year old daughter, XXXX. On XX/XX/XXXX my daughter had less than {$4.00} in her account. Someone gained access to her account login information and password. The made a deposit from home with a {$1500.00} fake check and made a scribble for the signature. That day my wife, XXXX, checked the accounts and noticed fraudulent activity. The hackers tried to purchase two {$500.00} gift cards, the bank held {$500.00}. USAA denied the two {$500.00} charges, as well as about 10 smaller withdrawals. XXXX called USAA and notified them that there was suspicious activity and that the account needed to be frozen. On XX/XX/XXXX USAA paid out a {$1000.00} purchase for a gift card. We filed a fraud report, within a week we got a call saying that it wasn't a fraud. We spoke with another supervisory rep they looked and said it sure looked like fraud and reopened the claim. Yesterday we got a call saying that USAA confirmed that someone said that they authorized the charges, but were not sure if it was my daughter or the hacker. USAA is trying to say that because someone had access to my daughter 's account, then we will be liable for the fraudulent charges. They even stated that they realize that it looks like fraudulent charges, but that they will still make us pay the stolen money.
|
| 12/07/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
Servicemember |
|
XX/XX/XXXX : XXXX $ XX/XX/XXXX : XXXX $ XX/XX/XXXX : XXXX $ USAA has an option on their application to pay your credit statement directly through the app. As I approached my limit, I decided to pay it, as I normally do. Only this time, the following morning, I was informed that the payment didn't go through. So naturally, I sent it through again. After checking the linked account I am paying the bill with, all of the charges displayed that they had been taken out. However, now I am out over 900 $ ( also included is an overdraft charge on the linked account used to pay the credit bill of XXXX $ ) Now USAA has over 900 $ of mine, hasn't returned my credit limit or my funds that they have TAKEN and has been cleared by my bank. I have no available credit, they will be charging me interest on the remaining balance and no access to funds because they overdrew my checking account at my other bank. Meanwhile, they said they have to hold MY money for 10 days. Whatever the reason, their system triggered this. They have stated there is nothing they can do, which I know is false. The credit limit I have is XXXX . And I have no explanation as to why this is even remotely acceptable. This is theft from a major corporation and there has been no attempt at resolving this. Seeking legal representation to make sure this doesn't happen again to anyone else and seeking all compensatory charges.
|
| 03/30/2015 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Managing the loan or lease
|
|
Web |
|
|
In XX/XX/XXXX I became XXXX payment delinquent on my auto loan with USAA. Upon returning to work in XXXX I called and made arrangements to pay XXXX payment and portion of the past due amount until I was current. In XX/XX/XXXX {$120.00} was applied to late charges despite my intent and misleading statement from the representative who assured me it was their process to apply payments in this manner anyway. When I realized what had happened I spoke with another representative on XX/XX/XXXX who told me this would be corrected my requesting a misapplied payment reversal. Once again the payment I made on XX/XX/XXXX a portion - {$26.00} was applied to a late charge and the reversal that was promised did not happen. After a conversation on XX/XX/XXXX in speaking with a very rude representative and her manager, they basically stated the policy is they always apply to late charge prior to allowing the consumer to pay to past and future payments. I stated this was unfair and deceptive, they stated I had no recourse ; but to accept this. In going through my pay history in order to allow these fees to accumulate there has to be a variation of this policy ; but they would not consider it. At the end of the day applying in the manner that they claim is " policy '' allows the bank to continue to incur fees on top of fees because it would take the consumer a lengthier time to become current.
|
| 03/17/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Late or other fees
|
|
Web |
Servicemember |
|
USAA has to do a better job of contacting it's most Veteran customers who suffer from XXXX and other issue. For example XXXX XXXX calls their customers. On the eve of the worst Pandemic of my life time USAA decided to side on the side of its Ticket Broker associates XXXX over it's own long term customer of approximately 8 years. I purchased my tickets using a USAA debit card XX/XX/2020 from XXXX for the amount of {$280.00}. I had entertained the idea of selling my tickets and on a XXXX search XXXX appeared. There website requested a Card in which to make a deposit. Almost 3 days before and the day of when I was awoken by a ticket broker I declined to sale my ticket and attended the event. Sometimes after the event approximately 30 days after my purchase XXXX debited my account {$280.00} and an additional {$200.00}. USAA does not have an email to send documents instead yout are directed to upload documents on an App that does not work. Based on there location, I can assume that my Ethnic sounding name and that the show was headlined by XXXX XXXX was all that they took into consideration when debiting my account without a phone call ot text which is standardized communication. The Coronavirus and my inability to access funds has severely taken me into a depressed state that saddens me. I would like my funds today so that I can buy diapers, tissues, water, and food. THANK YOU
|
| 02/15/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/XXXX several XXXX transfers came from my saving account to people I do not know, as well as fake checks and wire transfers. This also happened on XX/XX/XXXX. My bank, USAA never informed me of this and had my account under investigation and finalized the investigation on XXXX XXXX on XXXX XXXX I called USAA as I couldnt seem to use my checking debt card and was informed of everything that had happened. I have been with this bank for 15 years, this is completely out of my banking character and dont even use XXXX . When asked how this happened they said it came from my device which is impossible as I know I didnt do it. Now all my accounts are frozen even though none of my accounts are negative and I need to wait 60 days because they and no longer doing business with me. My checking was a joint account so my husband and mine paychecks we cant access to pay our bills or fees out kids and the bank says there nothing they can do about it. So im a victim of fraud, Im out about 5k stolen from me and now cant pay my bills or feed my kids. How can someone who has been with this company for 15 years, military do this and be allowed to get away with it. I didnt nor would I chase fake check and send them to people all in one day? Idk even know who those people are. Or how it can be proven that it was done from my device cuz I have my phone and know for a FACT I didnt do this.
|
| 04/27/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
Someone called my bank ( USAA ) and tried to access my wife 's account and failed.
She was never notified of a failed attempt to access her account via phone.
They eventually succeeded after multiple attempts and were able to change her withdrawal limit, contact phone number, and online password. My wife was only notified of the password change after the fact.
They were then able to access XXXX accounts and empty all of them, totaling over {$4000.00}.
I have searched USAA 's member community forum and see this happening way too frequently with USAA accounts recently. I find it very hard to believe that USAA is not notifying members of this fraudulent activity or tightening up phone security and adding extra verification due to this scam.
We are now on day XXXX of accounts being frozen and funds not replaced. We have requested, via phone and in writing, replacement debit cards, new accounts, and the funds replaced. We have had no contact from USAA. When I called, they claim it is still being " investigated ''.
They know what I know, because I learned it from them : They granted access to our bank accounts to a third party, who then cleaned the accounts out. The only mistake we made was trusting USAA. Yet, we still have no access to funds we need for bills and food.
The level of ineptitude, complacency, complicity, or some combination of the XXXX, is frightening here.
|
| 12/22/2015 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I transferred funds from my XXXX Checking Account to my USAA Checking Account on Friday, XXXX XXXX. This is not the first time I have transferred funds from and to these accounts. This is however the first time USAA has held all but {$100.00} for 4 business days, which has ruined my attempt at surprising my wife and son for XXXX. I called USAA to inquire why they were holding my money and was told that it 's due to my maintaining a low balance in this account ; that the amount being transferred ( {$630.00} ) was much higher than my average daily balance of {$40.00}. I only use my USAA account for work-related expenses ; to pay for parking, toll road fees and an occasional cup of coffee. I 've researched the XXXX, Title XXXX, Chapter XXXX, Subchapter A, Part XXXX, XXXX, which states electronic transfers should be available the next business day ; and I find no " Exceptions '' that speak to maintaining a low balance.There 's no reasonable business reason for this punitive rule other than to squeeze out a couple of pennies from each consumer. What this USAA ( Low Balance ) rule essentially does is penalizes consumers by holding their money hostage unless they maintain higher balances in their accounts. If they ca n't make money off of your money on a daily bases ( low daily balance ), then they 'll hold your money if/when you make a larger deposit and make money that way.
|
| 01/26/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
Attached please find [ 4 ] Form XXXX issued by USAA wherein they make notice of " Cancellation of Debt ''. Each of the XXXX relates to the following USAA Credit Card accounts which I have repeatedly disputed. USAA : # XXXX, USAA : # XXXX, USAA # XXXX, USAA : # XXXX. Each dispute was met by USAA 's claimthat they verified the account as accurate. Recently, I received refund checks from USAA related to these accounts. I was told USAA had not handled my disputes properly and had in fact overcharged these accounts on numerous occasions. The USAA revelations came about due to complaints to Consumer Financial Protection Bureau, a subsequent investigation, and settlement agreement with CFPB wherein certain USAA members would be reimbursed for USAA 's errant ways. As the attached XXXX will attest, USAA has abandoned all claim to the referenced accounts and cancelled the debt associated with each. Nonethereless, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and others continue to report innacurate information related to my credit report. The continued publication and dissimination of this inaccurate credit information is a manifest injustice. Next, I have been unable to " get verified '' by XXXX XXXX, XXXX or XXXX in order to obtain a code to temporarily lift my credit freeze. TO say I have been led down a primrose path in my multiple attempts is an understatement.
|
| 10/07/2019 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
I opened an auto loan XX/XX/XXXX through USAA. I had always paid the loan on time and even was paying more than the amount that was due. I paid extra in XX/XX/XXXX which bumped the due date for my next payment to XX/XX/XXXX. USAA sent my auto loan to collections as a charge off in XX/XX/XXXX. They never notified me before sending the account to collections. USAA had even reported to the credit reporting agencies that I had never had any late payments and payment was current and up to date. I called USAA multiple times and spoke to them on the phone for many hours after finding out about the charge off. I was told by the USAA bankruptcy department that even though my account was current and not late, it had been charged off due to account inactivity and there was nothing they could due to correct the information. I paid off the account and now, over 2 years later, it is still showing up on my credit report as a charge off. I contacted them recently to try to resolve the issue again, but they responded that they have insufficient information to investigate the problem. I have screen shots and my checking account statements to support my information, but all my auto loan statements are mysteriously missing since XX/XX/XXXX and I have no access to them. I also have phone recordings of my conversations with the USAA bankruptcy department that can verify this information.
|
| 02/26/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Older American |
|
USAA Ms XXXX WILL NOT CEASE AND DESIST DEFAMATION. see attatched proof the XXXX XXXX {$120.00} XX/XX/XXXX IS SEPARATE FROM {$470.00} XXXX XXXX credited XX/XX/XXXX. Leaving bal {$470.00} LOOK AT STATEMENT AND STOP TELLING THIS LIE OVER AND OVER AND OVER.see NO USAA CREDITS All credits are from merchants. There are NO USAA credits at beginning of investigation as USAA claims TO REVERSE THEM XX/XX/XXXX XXXX see see Fraud Letter XX/XX/XXXX. It says temp credits WERE MADE PERMANET Looking at XXXX XXXX statement THERE ARE NO TEMP CREDITS OR PERM CREDITS. see attatched Fraud Letter XX/XX/XXXX EXPLAINING WHY A CREDIT REVERSAL XXXX XXXX {$120.00} stateing the credits deposited at beginning investigation have been reversed. THERE ARE NONE This was NEVER REPORTED FRAUD. This appeared as a New Purchase XX/XX/XXXX a second time. I DO NOT AUTHIRIZE CREDIT REVERSAL as there are none TO REVERSE. More PROOF XXXX XXXX WAS NOT REPORTED FRAUD XX/XX/XXXX. see attatched XX/XX/XXXX ADJUSTMENT PURCHASE TEMP CREDIT TO START A FRAUD INVESTIGATION Kindly note THERE ARE NO BEGINNING FRAUD INVESTIGATIONS XX/XX/XXXX. USAA MS XXXX CEASE WITH THIS LIE AND admit credits were not applied properly. There are NO USAA CREDITS BEGINNING INVESTIGATION XX/XX/XXXX but THERE ARE BEGINNING INVESTIGATION CREDITS {$120.00} XX/XX/XXXX WHEN YOU REVERSED CREDIT NOT GIVEN. STOP WITH DEFAMATION I HAVE TRUTH PROOF.
|
| 07/20/2023 |
Yes |
- Checking or savings account
- Savings account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Per the information on USAA 's app and URL, they recommend investing with XXXX XXXX.
i opened a XXXX IRA XXXX XX/XX/XXXX for {$7000.00} i transferred {$110.00} XXXX XX/XX/XXXX XXXX XXXX closed the access to my account XXXX XX/XX/XXXX and then permanently closed the account by XX/XX/XXXX and kept my money.
I've made constant attempts to speak with someone from XXXX XXXX to no avail.
I filed with the SEC XX/XX/XXXX ( SEC Response - File XXXX : XXXX : XXXX ) and XX/XX/XXXX the SEC called and stated that XXXX XXXX said to come get the money / file a dispute with your financial institution ( USAA ) and they will pull back the money you sent.
I called USAA XXXX XX/XX/XXXX to file a dispute.
XXXX XXXX i received a response denying the request.
I called USAA again XXXX XXXX to find out how to get this accomplished as i have not received the services for which my money was sent/spent. The agent said to file another dispute, which they did.
XXXX XXXX i received another denial, and this time, the entry the agent put in was for the incorrect amount, so i've now confirmed that this 'denial ' is an automated response, no one is actually doing any work nor retrieving the funds.
The SEC says i am to provide the document number of my claim with them to the financial institution so they can verify the response from XXXX XXXX. I did that and have provided it again above.
|
| 11/27/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I made a purchase for a suitcase from an online merchant which represented themselves as an original brand. When I received the item and the purchase confirmation I realized the merchant was actually overseas but presenting themselves as a local brand. As soon as I received the item I was unsatisfied and contacted the merchant. The merchant was overseas and were limited in there English writing skills but I did get in there messages to return the item and that they would provide a refund.
I disputed this transaction with my bank USAA initially on XXXX XXXX, 2017 the amount of {$250.00}, almost three weeks after the initial purchase. They provided me with a provisional credit right away. But it seems they needed more information on the transaction and because I did not provide it they came back and took the provisional credit back. After realizing what occurred and speaking to my bank I went to my email and provided the bank all of the requested documentation including emails between me and the merchant and USPS documentation showing the item was returned back to the merchant.
It has now been over 100 days I still have no solution to my dispute. I 'm still waiting to have my funds of XXXX refunded. The item has been refunded back to the merchant. the merchant has stated they have requested to the bank to have funds refunded I do n't know if that is true or not.
|
| 08/05/2023 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Servicemember |
|
Scammed on USAA/XXXX Within the Banking Institution as a Third-Party App I have tried to dispute the transaction and reported a financial crime but the money was not returned. I was scammed out of {$900.00} when the recipient added an extra XXXX to the transaction ( {$1000.00} instead of {$100.00} ). They used my phone to add the email address and by the time I noticed it the next morning, it was too late and they stopped returning my calls and texts.
" Weve completed our investigation and determined an error didnt occur for the following reason : XXXX XXXX XXXX XXXX has confirmed that the funds were sent and applied to the account that was registered to the email entered at the time of the transfer. The recipient received the credit on XX/XX/2023. The external bank has denied our request for a return. '' https : //www.consumerfinance.gov/about-us/newsroom/cfpb-report-identifies-issues-with-increased-servicemember-use-of-digital-payment-apps/ " If you send money to an email address or U.S. mobile number for someone other than your intended recipient and the wrong recipient isn't willing to send the money back to you, call us at XXXX ( XXXX ). There's no guarantee that we'll be able to get the money back if it has been sent to the wrong recipient due to member error, such as a keystroke error or typo. '' Problem : XXXX {$1000.00} Transaction ( {$900.00} Stolen )
|
| 09/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
USAA has been reflecting incorrect amounts on my available balance, it seems that they have been knowingly miss stating this amount so that I will spend above it to go into overdraft for my checking account.
I was charged for XXXX $ on the XXXX of XXXX and my account balance reflected this, even though the charge was pending, which is normal that the available balance would reflect this charge and my balance show this debit.
For some reason, I am just now having this amount being reflected, had my account balance misstated and am now in overdraft, USAA is currently telling me that it was not shown as debited until today 's date the XXXX of XX/XX/2020, but per a statement summary on the XXXX of XX/XX/2020 the amount was reflected as being debited.
As well there were pending charges from XXXX totalling over XXXX XXXX and on the XXXX of XX/XX/2020, possibly XXXX, I was told by a representative that the charges were being reversed and the amount would be put back into my account within 3-5 business days. I do believe that my account is being miss reflected knowingly, and the further issues are knowingly being incurred by USAA, this is not the first issue I have had with USAA. I am also being told that my available balance prior to the XXXX was XXXX but per the statement it was XXXX. USAA is unfortunately giving me multiple reasons which none answer the problem.
|
| 07/09/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
For over 3 years, I have try to work with USAA to get my money back with little or nothing done on their part to return the money. I was stationed overseas and I have set up an allotment to go to what I thought at the time was my checking account ( find out later I was my member number- which happened to be exactly someone else account number ). After becoming aware of my mistakes I took steps to rectify it and asked about how to get the money ( allotment I have transfer so far ) back. I was told to submit a letter of indemnification which I did religiously every other week for the past 3 years with no results. I was told unconcernedly- well there is no money in the account of that person, sorry nothing else we can do .... no feedback when I submit the letter that an attempt to collect my money was even done ... I had periodically called but was meet with the emotionless, unconcerned response- nothing we can do, there is no money ... keep submitting the letter ( and i was told unless I submit a letter, they don't attempt to collect the money ). This is unacceptable for a financial institution .... " if the roles were reverse and I owe USAA any kind of money, they would ve find a way to pull that money from my account at any point - even if it means making my account overdrawn- '' so why I am being toy around and given excuses as if they can't do anything to help
|
| 09/30/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem accessing account
|
|
Web |
Older American |
|
I found out on XX/XX/XXXX that my checking account was blocked since XX/XX/XXXX.
USAA did not provided an explanation for their actions, but I was told to use a www.usaa.com/idproof address to submit a picture identification document for processing to unblock the account and, stated that it should not take more that 3 days to unrestrict my account.
Following their instruccions, I submmited my XXXX passport as a proof of a picture ID and placed a call on Tuesday XXXX to confirm receipt. I was told that by Thursday XX/XX/XXXX my account restriction would be removed.
On Friday XX/XX/XXXX the account was, still, blocked.
I decided to submmit again my ID proof. Late afternon, I found out that they are now using the submition placed on XX/XX/XXXX to add another 3 working days to free my account. In doing so, USAA are increasing the days to removed the blocked placed.
I requested that they expedite process because I needed to have access to my Social Security XXXX check and to settle bill payments for the month end.
I hold that account for 17 years with an impecable record. Also, have an excellent consumer credit rating for all these yeas doing business with them.
All I am getting is excuses and adding working days to solve the problem. A simple two day issue has become two weeks now.
In the meanwhile, my money and SS check is unjustifiable locked by USAA.
|
| 10/02/2019 |
Yes |
- Debt collection
- Mortgage debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
USAA claims that I owe them {$54000.00} from a home equity line of credit I took out many years ago. The loan I believe was taken out in the XXXX 's. I got sick and lost my job, home, and all savings by the end of XXXX. I ended up homeless for 5 years. I got better and a new job in XX/XX/XXXX. I started saving money and paying off all my debts. I applied for a hardship package with USAA in XX/XX/XXXX. They reviewed it and demanded I pay the full balance by XXXX XX/XX/XXXX. I have made a counter offer and they did lower the demand to {$39000.00} good till XXXX XX/XX/XXXX. I am not able to pay that amount. All other collection agencies and banks settled with me for around 20 % to 45 % of the total since they already took a benefit on their tax returns. I can offer them $ XXXX but that will require me to get a big loan and go further in to debt. USAA can be contacted at XXXX or XXXX. I have managed to pay off all my other outstanding debts by getting loans and savings. Can you help me get them to consider the $ XXXX offer? I have many family obligations and will need to get another loan to settle with USAA. Your assistance will be greatly appreciated. They should also give me more time to come up with the money or give me a payment plan. Telling me I need to pay the full amount by XXXX XX/XX/XXXX or XXXX XX/XX/XXXX is completely unrealistic and unfair. Thank you.
|
| 02/07/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
XX/XX/XXXX ( card ending XXXX ) I reported the {$470.00} XXXX Charges UNAUTHORIZED. USAA DISMISSED MY FRAUD. see attatched statement of XX/XX/XXXX. There are NO CREDITS FROM USAA ONLY MERCHANT CREDITS TO COVER TWO RETURNED ITEMS. I DID NOT REPORT THE {$120.00} XXXX XXXX or XXXX {$210.00} as unauthorized in XX/XX/XXXX NO ADJUSTMENT CREDITS to begin an investigation. Proof these were not reported as fraud in XX/XX/XXXX but the ( {$470.00} card ending XXXX ) Remainder was Reported Fraud TO NO AVAIL. XXXX did not know what these charges were for. PROOF I REPORTED FRAUD XX/XX/XXXX see statement XX/XX/XXXX. ( A new card issued ending XXXX ) new card proof fraud reported but dismissed. USAA PUT CREDIT REVERSALS OF {$810.00} BACK ON CARD AS NEW PURCHASES XX/XX/XXXX & XX/XX/XXXX a year later. ** The entire purchases of XX/XX/XXXX totalling {$810.00} are on card for 2nd time XX/XX/XXXX. ** NO USAA CREDIT GIVEN AND {$810.00} TAKEN BACK. USAA LIES ABOUT LYING. USAA MAKES FALSE STATEMENTS THAT I REPORTED FRAUD ON ITEMS I KNEW I RECIEVED.. HELLO .... USAA, I REPORTED USAA REVERSALS APPEARING AS NEW PURCHASES. XX/XX/XXXX. I WAS CHARGED TWO TIMES I HAVE NEVER RECEIVED ANY NOT ANY PERMANET USAA CREDITS ALL ADJUSTMENT PURCHASE TEMPORARY CREDITS ** JUST DISAPPEAR. XX/XX/XXXX {$2.00}, XXXX Other credits never apply XX/XX/XXXX Total Credits Applied {$910.00} MERCHANT CREDITS ONLY.
|
| 02/14/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I purchased 4 tickets via the XXXX XXXX website from XXXX to the XXXX XXXX for our XX/XX/XXXX vacation, we flew from XXXX Oregon thru XXXX XXXX to XXXX where we arrived at XXXX instead of XXXX due to aircraft delays. We took our family and stayed at the airport since our XXXX XXXX flight was supposed to leave to the XXXX side of the XXXX XXXX at XXXX. When we tried to find XXXX XXXX much to our dismay it had gone bankrupt without telling anyone the month before and we had to purchase tickets to XXXX via XXXX XXXX for {$880.00} the last minute price. When we returned from our vacation we contacted USAA and filled a disputed claim where USAA opened a claim, usaa then withdrew the claim saying we did not want to continue it and the time had elapsed and to contact XXXX XXXX, XXXX XXXX statement to the public which we made usaa aware of says to take this up with the bank or credit card company. That email was on XX/XX/XXXX ... we are now trying yet again on XX/XX/XXXX via phone because they have locked the ability to dispute these transactions. We have provided USAA with local news in Hawaii showing that the airline had closed and there is no longer XXXX XXXX website. We did not receive services and and being penalized for the date I purchased airline tickets. Below is the new article with the statement from XXXX XXXX.
XXXX XXXX XXXX XXXX XXXX XXXX
|
| 09/01/2023 |
Yes |
- Credit reporting or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under XXXX5 USC 168.
Tracking Numbers- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account Name XXXXXXXX XXXX Account Number - XXXX Account Name - XXXX XXXX Account Number - XXXX Account Name - USAA SVGS BK Account Number XXXX, has violated my rights.
XXXX Account Name - XXXXXXXX XXXX Account Number XXXX Account Name - XXXX XXXX Account Number XXXX, has violated my rights.
XXXX Account Name - XXXX XXXX Account Number - XXXX Account Name - USAA SVGS BK Account Number - XXXX, has violated my rights.
15 USC 1681 section 602 A. States I have the right to privacy. 15 USC 1681 section 604 A Section 2. It also states a consumer reporting agency can not furnish any account without my written consent.
15 USC 1681c. ( a ) ( 5 ) Section States : no, consumer reporting agency can make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
15 USC 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
|
| 12/22/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
Servicemember |
|
My ex-wife and I had a co-signed credit card account with USAA. My ex-wife filed for chapter XXXX bankruptcy and the account was included in her bankruptcy. I was not a party to the bankruptcy and it should not affect my credit report. USAA stopped my automatic monthly payments without notice to me and deleted the account from their website so I was unable to view any status. Upon my noticing the account was missing from my view on their website, I called them and their customer service representatives were unable to process a payment via phone. It took XXXX hours over a series of phone calls before it was determined how it was possible for me to make payments. I have continued making payments monthly. USAA refuses to send me monthly statements and I have to call their bankruptcy department via phone to make sure my payments are received. The balance is now lower but USAA is reporting this account to the credit reporting agencies as a serious delinquency/missed payments with past due amount of the original balance that was included in my ex-spouse 's bankruptcy filing. I have disputed this status with all three credit reporting agencies, but USAA response is that the account is accurately reported. The bankruptcy department representatives that I have spoken with via phone say they can not help me and that I should pay for a lawyer to pursue this with USAA.
|
| 12/21/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers on account number card number XXXX I am disputing the XXXX debited from my account not related to the contract with the XXXX : 1.Agreement # /Memeber number # with XXXX XXXX dated XX/XX/XXXX - XX/XX/XXXX is in error.
2 The agreement was made on XX/XX/XXXX, but was cancelled on XX/XX/XXXX with the school and Facts and the girls last day was XX/XX/XXXX not XX/XX/XXXX.
I never agreed to update the card for any auto pay XX/XX/XXXX with card number XXXX.
The contract with Facts only supports an eft/auto pay from card number XXXX account USAA # XXXX closed and card cancelled Under the advise of USAA we agreed to use the USAA bill pay program and not use the card and account for auto/pay XX/XX/XXXX a onetime payment was was made and a fee charged and paid to settle account arrears. Again in support of my refusal to update the account with auto pay and settle the account with one time payments. USAA has failed to resolve the XXXX auto dispute complete reasonable error resolution investigations. Even after being provided the fraudulent contract stating it was valid XX/XX/XXXXXX/XX/XXXX/see supporting documents in support of Contract was valid XX/XX/XXXX-XX/XX/XXXX with XX/XX/XXXX as withdrawn date.
|
| 06/10/2016 |
Yes |
|
- Settlement process and costs
|
|
Web |
|
|
XX/XX/2014, our dear friend XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, ar passed away. I have been trying to resolve her HELOC in a manner to preserve where her ashes and the ashes of her dogs were spread. I have been in contact with XXXX XXXX at USAA and she very rude and unsympathettic. To get to my point. We have been in negotiations since XX/XX/XXXX or XX/XX/XXXX and the best offer to date from USAA was XXXX on a XXXX HELOC without a first mortgage. After I countered their offer and sent numerous letter, made numerous phone calls and even faxed my counter offer, they claim in each instant they did n't recieve anything. Finally they recieved my email with the best offer we could afford. They then removed their offer of XXXX and now they want the full amount. We were working with them in good faith on our deceased friends behalf, trying to keep the land she loved. We have spent over XXXX cleaning up the property not mention the XXXX this bank has cost us in legal fees simply because they skirt the issues and transfer your call, make you wait hours on the phone and claim to never recieve your information. This is outrageous and unacceptable. Either they help the military and ex military or they do n't but if they choose the later the need to stop immediately with their military advertisements. They have prolonged this far to long, let us grieve. Thank you.
|
| 06/05/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Account opening, closing, or management
|
|
Web |
|
|
I was a victim of Identity theft in XXXX 2014. A credit card and debit card was opened under my name through USAA. I called USAA and had the account flagged. I gave USAA a passphrase in case I needed to unflag the account. They never wrote down the passphrase.
In XXXX, I needed to unflag the account. When I called USAA, they said that they needed to authenticate me and it would take a couple of days. They said they would call my number in 48 hours. They never contacted me. Due to XXXX, I had to wait a couple of months to get back in contact to unflag my account.
XX/XX/XXXX, I called USAA to unflag my account, and this time they asked to authenticate me by a phone number. The phone number on the account is incorrect, and I was told that in order to change it, that I needed to log in on USAA.com to change it. That would work, but my account is flagged, so this is impossible. I was told they would escalate my issue with a back department that would call me back in 24 hours. This never happened, and every time I called over the next XXXX weeks, I was told the same thing.
I finally decided to go to the USAA XXXX page to see if I could get better support from them. A lady named XXXX called me saying that I should call her extension to get the problem resolved. However, when I called USAA again, I was told I had to be authenticated to be able to contact her.
|
| 03/15/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
USAA routinely denies debit card didputes even when the account holder sends in requested information Debit card dispute staff at USAA do not review uploaded documents for debit card disputes I complained about this same issue over 90 days ago & it appears USAA still Has not corrected their practice of denying claims without reviewing documents -without contacting the customer Ordered an item in XX/XX/2021 -a XXXX XXXX Seller shipped on XX/XX/2021 Recieved XX/XX/2021 Seller shipped in a glass bottle -bottle was broken & liquids leaked out Sent email to seller with photos requesting a refund /no response Filed a dispute with Usaa via phone call Uploaded photos same day of broken bottle /spillage Today XX/XX/2021 Usaa reversed my credit -denied my claim I uploaded photos to USAA that clearly show a broken bottle -leaked liquid therefore I did not recieve my product ordered I uploaded my email to the merchant /requesting a refund Even after that I got a letter from Usaa requesting supporting documents I then uploaded the documents a 2nd time on my account -dispute tab & they still denied my claim I know I cant be the only person experiencing this issue You cant talk anyone in the department that does disputes The people in the dispute department arent reviewing or receiving supporting evidence Or They receive it and deny the claim anyway XXXX XXXX XXXX XXXX
|
| 07/10/2020 |
Yes |
- Money transfer, virtual currency, or money service
- Debt settlement
|
|
|
Web |
Servicemember |
|
USAA offered a balance transfer of 1.9 APR on all transfers. I obliged and requested a XXXX transfer to be paid to a XXXX XXXX XXXX XXXX which is serviced by a company called XXXX XXXX.
XXXX XXXX, upon receiving the check, incorrectly routed the check to XXXX ( I am not a customer of theirs ), who services XXXX XXXX lines of credit.
This check was issued on XX/XX/XXXX by XXXX XXXX ( who I am not a customer of but obviously has some affiliation with USAA ) on my behalf for the XXXX amount ( I have proof of the check and that it was cashed by XXXX ) I then spend the next 3 months arguing with all parties above on how to get the balance transfer back from XXXX to XXXX while all of them claim to have no wrongdoings or mistakes in the process. After 3 months of arguing with customer service reps I wrote an email to the CEO of XXXX.
That led to a phone call by their executive response team who has been able to apparently track the money down and they are now reissuing the funds back to XXXX XXXX.
But now I have no affiliation with XXXX XXXX and no way of getting that money back from them.
USAA claims to have no affiliation with XXXX XXXX DESPITE using a check from XXXX XXXX as proof they carried out the balance transfer.
They are not helping me to reclaim the money from XXXX XXXX now.
If that isnt a textbook definition of fraud I dont know what is.
|
| 02/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
Servicemember |
|
In XXXX, I had a credit card that was charged off with USAA. Since the charge off, I was informed that this credit card was included in bankruptcy and I could not pay it off. However, my bankruptcy was discharged almost a year prior to the charge off, and should not have been included in this action. After multiple attempts to pay off this charged off amount, in XX/XX/XXXX, USAA finally rectified the status of the account on their end, changing the status of the card from " bankruptcy '' to " charge off ''. However, during this time, USAA negatively reported to the credit bureaus that my account was consistently late and charged off, not included in bankruptcy which was the status they had in their system, preventing me to pay it off. I have finally paid off this card, and attempted to submit a complaint with USAA asking them to remove the negative reports as this error was due to no fault of my own. For almost 4 years, USAA reported my credit card account as " charged off '' for the amount of {$570.00}, however would not allow me to pay it off over the several attempts that I have made with them. I am complaining that due to USAA 's error on their end, prevented me to rectify this situation and pay the amount owed. Because of this, and since I have paid it off in full, I would like this account removed from all bureaus of the credit reporting agencies.
|
| 04/06/2018 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
To Whom It May Concern : I spoke to a representative XX/XX/XXXX making sure what I owe to USAA credit card will be handle clearly and smoothly and I am paying in a timely manner. The evidence was recorded as well because if you call them they will mentioned " our conversation will be recorded ''. They gave me option how to pay my credit and I agree with the settlement. I authorized them to deduct my payments thru my checking acct starting with {$55.00} and the upcoming months will be {$75.00} and the last month I will pay is {$110.00}. XX/XX/XXXX I called USAA just making sure what I owe is getting lesser ; I didn't expect what the result was {$730.00} which should be {$540.00} I start paying {$55.00} the month of XX/XX/XXXX and starting XX/XX/XXXX until XX/XX/XXXX I will be paying {$75.00} and then XX/XX/XXXX will be {$110.00} and that will be my last month to pay and I am free from debt to them. I called but they were not answering. I called someone answered and if they gon na transfer me to the department of billing and collection it will ring then after voicemail. This time I should be free from debt to them but they're making a hard time for me. Miscommunication and they should fix this and they're the reason why my credit score is low and may you fix that! I was a member once I deserve to be treated well not deceiving, and you fix my credit score.
|
| 10/22/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Improper use of your report
- Reporting company used your report improperly
|
|
Web |
Servicemember |
|
USAA was sent a certified copy of a letter to validate the debt that they say I owe. The amount of the debt is {$6500.00} and it is reported as a charge-off on my consumer report, to this day the account is being reported late with missed payments also no XXXX form was sent to fill out, As Defined By The IRS : Even if you didnt receive a form XXXX, you MUST report the canceled debt as gross income on your tax return. The IRS clearly defines a charge-off as gross or ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT! By definition, the IRS clearly says a canceled debt or charge-off is income. The reporting of this account as debt is inaccurate I gave them 30 days exactly and no response was given within that time frame. I then sent a notarized copy of my cease and desist letter demanding they remove the account from my report within 10 days being that I had not been shown any validation. The cease and desist letter allotted them 10 days to remove/respond to the letter. Again, no response and no removal. Certified tracking # XXXX They are violating my rights under 15 USC 1681 s-2-Responsibilities of furnishers of information to consumer reporting agencies 15 USC 1681 section 602 A-states I have the right to privacy 15 USC 1681a Section 2-Definitions ; rules of construction/Exclusions 15 USC 1681b-Permissible purposes of consumer reports
|
| 04/12/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
Hi I am a XXXX member of the bank USAA and I have experienced account take over fraud last week XX/XX/2022 my name is XXXX XXXX XXXX I reported it right away and took every necessary step as a member and it is now Tuesday XXXX 2022 and I have not received a email or call or text or anything about my fraud on my account and my account is Negative {$5000.00} and the fraudster wired out {$9400.00} from my account t I only had {$4500.00} in my account to start. So I have a return payment of {$5000.00} on hold and Im negative {$5000.00} currently. My taxes come out next Monday the XXXX and I have no money to my name. The fraudsters took my paycheck and my XXXX and emptied my savings and USAA has done nothing but make my account negative with return payments and overdraft fees. I havent been told even if I will be refunded what was in my account cuz I havent heard from usaa since I reported the event. I have called everyday trying to get updates about whats going on and I cant get through to a XXXX or the fraud dept or anything Ive had call backs scheduled and havent got one call. XXXXm at a loss and I dont know what to do about it. Please help. Im desperate for a resolution at this point. Im available anytime if you need anything at all from me on my end to get the ball rolling. Thank you and please help! I can provide any documentation needed or evidence!
|
| 06/23/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
At or Around XXXX XXXX I Call USAA and informed them that I had a Cashiers 's Check that i had drawn out in XX/XX/XXXX, Written to myself that I never deposited. and when I was ready to deposit the check it was out of date. the check stated void after 180days. So i did not deposit the check and I contacted the back. I was told at this time that they see where the check came from and it had never been deposited. They stated to me that they will send me out a new check ASAP. and all i had to do was fill out a document called " Declaration of loss and indemnification agreement. this document was signed and faxed on XX/XX/XXXX, XXXX on or about XXXX the XXXX. I call to check on the progress. At that time I was told that they only received the top sheet of my fax. which was a lie I only faxed one page with my signature. so at that time, I mailed the document to them with the original check on XX/XX/XXXX. On or about the XXXX I called again because I had a missed call from the bank. At that time I called they stated they need to verify my address. even noted I have been a customer for over 7 yrs and 5 yrs with no new address. I verified my address and I was told they did not know hen that other department will send out my check and that I would not talk to anyone from that department. at this time IT has been near to 15 days and I have not revised my check.
|
| 07/02/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
Horrible company, that do not take your money serious!
I have never ever send money with XXXX XXXX ( only recieved ) One day i see my money on my bank account is gone.
There was several Charges, from XXXX, to XXXX and XXXX. I DID NOT USE ANY OF THESE MONEY, I LOST THOSE MONEY DUE TO USAA!
I had for a long period of time a girl living with me. Her name is XXXX XXXX.
On XXXX transfers, you can see her name on my bank statement ( XXXX XXXX XXXX XXXX.
So i assumed she had something to do with it. I trusted her she was good friend, but what i didn't know was her history as Fraud specialist. She have seen my card numbers several times, due to my wallet always laying around. She had access to my phone, since i trusted her.
She have over several months transferred and use my card numbers to XXXX rides and cash app. Not only one time, but many time over 3-4 months. When i checking her background on XXXX XXXX, i see that she have several charges regarding fraud.
So i would like to know, who i can contact from XXXX XXXX that can confirm it was me, sitting behind the screen and made a money transfer? Or do they have XXXX footage they can check and see who was at the store and send the money? I would like a copy of their rapport. Because it was not me, who did it for sure.
It's not fair that you gon na shut down my account over something i didnt do.
|
| 02/11/2019 |
Yes |
- Debt collection
- Credit card debt
|
- False statements or representation
- Attempted to collect wrong amount
|
|
Web |
Servicemember |
|
CFPB is full of complaints about USAA. On information and beleif, USAA entered into a settlement agreement for previous bad deeds involving their interaction and conduct with their customers. I have previously attempted to get this matter resoved with USAA. I recently was contacted by the USAA CEO Office who indicated they would contact me within two days, that was some weeks ago, and to date I have heard nothing back. I have attached four XXXX 's from USAA, Cancelling Debt. The issue of a XXXX to the IRS achnowledges USAA has abandoned all claim to the alleged debt. I previously disputed the debt and provided USAA verifiable evidence that the debt was based on fraud and not my obligation. I provided USAA all the law enforcement reports associated with the fraud that I had obtained. USAA ignored all the evidence and continued to pursue collections. In every case, on each of the four credit cards, USAA overcharged me for late fees etc.
USAA was caught by CFPB and was required to issue refunds. However, USAA continues to attempt collections on an Abandoned Debt wherein they issued [ 4 ] XXXX 's to me and provided the same to the IRS. After USAA issued the XXXX 's, they continued to report PAST DUE amounts associated with each credit card. As of XX/XX/2019, USAA continues to report Past Due amounts on the four credit cards and is attempting to collect.
|
| 11/01/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
|
|
Web |
Servicemember |
|
I wanted to refinance my motorcycle with usaa. I did all the proper paper work and trust usaa to mail the check out to XXXX XXXX XXXX XXXX. The check was stolen and cashed. I have been fighting this for 3 and a half months with usaa. I went back to my call log and counted over 50 phone calls I have made to usaa. I have talked to multiple people at the loan, member resolution and ceo department. I have filed multiple complaints with the XXXX and usaa is refusing to make this right. The check was cash by an unknown party named XXXX XXXX and not XXXX XXXX XXXX. I have talk as well to XXXX XXXX cause that is where usaa sent the check from. XXXX informed me that usaa needs to call cause it's there account to open an investigation which they refuse to do. This case has been to fraud at least 5 times for usaa to say there is no fraud. I am now stuck in the middle when I had nothing to do with this and usaa is refusing to make it right. I have to motorcycle payments now. Usaa sees it as the check being cashed and it's not their problem anymore. But for over 3 months usaa has stonewall me and not made it right. I also have a photo copy of the sign check but they have refused to track where this money went and what institution allowed this person to cash the check when it was made out XXXX XXXXXXXX. I am now in the process of seeking legal action against usaa
|
| 05/24/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Account status incorrect
|
|
Web |
|
|
The nature of this complaint is towards ( i ) False Claims and False Credit Reports filed. ( Professional Negligence and Damages done to plaintiff 's personal credit ) USAA CREDIT CARD falsely reported negative items on all 3 of my credit reports. ( Total Fraud ) Slander I now can not get a home loan or car loan or credit due to USAA FALSE CLAIMS of delinquent credit in my name. ( I am a XXXX retired XXXX XXXX on a fixed income NOW LOSING MY HOME DUE TO POOR CREDIT ) XXXX of 2020 my credit was stolen and used in CA and NV without my consent or knowledge. I reported it stolen to USAA and they stated to me they would do an investigation and remove the fraud charges from my credit card. I filed a police report with XXXX XXXX XXXX and the FBI. USAA never informed me BUY MAIL OR EMAIL THEY ARE DENIED MY FRAUD CLAIM AND PUT MY ACCOUNT AS DELINQUENT ACCOUNT AND RUINED MY CREDIT. USAA NEVER DID AN INVESTIGATION OR LOOKED AT THE ATM CAMERAS. I am a XXXX XXXX XXXX with perfect credit all my life. I have sent request by mail proving I was not in the state when the fraud occurred on my credit card or am I the person on the ATM VIDEOS COMMITING THE CRIMES.
( I am suing USAA AND HAVE A COURT DATE ON XXXX XXXX in XXXX XXXX NV XXXX I will prove in court all my evidence of my innocence in front of a judge and to let the entire world know what USAA has done to me.
|
| 05/16/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
XX/XX/2022 I tried to send money to XXXX XXXX with XXXX through my USAA Federal Bank Account. I received a failed transcript for {$1000.00}. On XX/XX/2022 I sent {$400.00} which showed as delivered. On XX/XX/2022 I tried four times to send the {$1000.00} transaction again, but received a message of payment failed. On XX/XX/XXXX, there was a transaction delivered for {$1000.00} to XXXX XXXX.
However, USAA withdrew {$400.00} on XX/XX/2022 and XX/XX/2022 for {$1000.00}. On XX/XX/2022 is when another transaction posted for {$1000.00} on XX/XX/2022 which was not there prior days before. My XXXX activity shows only TWO payment delivered transactions but USAA has paid out THREE times to the same account.
USAA should be held responsible because on the APP the statement reads : XXXX and USAA do not offer protection for authorized payments, so money you send you may not be recoverable.
However, USAA was not authorized to send an extra {$1000.00} to the XXXX XXXX. Therefore, they should be handle responsible for my lost income. The XXXX transaction does not show any extra payment, which means USAA sent that money without my permission. If that money was posted, I would have never tried to send it again.
They tried to resolve by making the receiver responsible but ultimately they are at fault and told be my money could not be recovered with my dispute.
|
| 07/09/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Charged too much interest
|
|
Web |
Older American |
|
I had a XX/XX/2018 USAA Visa bill of {$150.00}, which was due on XX/XX/2018. I paid the XXXX bill and mailed it on time, as I have done for 22 years with USAA Visa. They failed to cash the check until XX/XX/2018. I received the next XXXX statement which includes an interest fee of {$30.00}. I disputed this fee by phone on XX/XX/2018 and was told the interest was calculated at the end of every day for my future credit purchases. That is, as I continued to use the credit card, but prior to my having the XXXX statement, I was being charged interest on credit card charges that were not yet due. USAA Visa can not explain why they failed to cash my check in a timely fashion. I believe it is extremely improper for them to bill me for interest on the charges that were not yet due. Despite their slow processing of my check for the XXXX statement, I am willing pay interest on the {$150.00}. But it is dishonest and wrong to bill interest on credit card charges that are not yet due. This practice is not only illicit ; it also fosters fraud because USAA Visa has a financial gain to not process and cash payments in a timely fashion so that they can then drive up interest fees on bills that are not yet due. Last, when I asked USAA Visa for the outside agency to report the problem, they failed to tell me I can report it to the Consumer Protection Financial Bureau.
|
| 12/06/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Banking errors
|
|
Web |
Servicemember |
|
I initiated a dispute with USAA after I had my screen replaced on my cell phone. The merchant sold me faulty equipment. I provided USAA a copy of the receipt as well as a receipt from XXXX indicating that the equipment was faulty. USAA has repeatedly failed to communicate with my via the agreed method " My Documents '' my old checking account was reopened and on XXXX USAA forced a withdrawal from my account. I spoke with " XXXX '' in Deposits and banking on XXXX indicating my confusion she stated that I failed to respond to the request for information that was sent to " My Documents '' and that I failed to prove anything. I asked her to please point out where in " My Document '' I could find this communication she placed me on hold and proceeded to tell me that it was n't there. I asked her what the reparations would be since I am unable to use my account she said the only thing she could do would be reopen the claim but it was unlikely to do any good. I repeatedly asked her how this was right because I was not able to respond to a request for information if I did n't receive the request. She declined to answer. When I continued to push for a response she repeated if there was anything else. I again asked her how was USAA going to fix this she declined to answer. I asked for a manager she refused and said that they would only re-open the claim.
|
| 12/22/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/XXXX, I attempted to deposit my paycheck from my employer via the Deposit Mobile option as I had since XX/XX/XXXX every two weeks ( given USAA does not have any physical locations ). At that point, USAA held {$1000.00} of it without any explanation as to why I thus called in the following day on XX/XX/XXXX and spoke with a customer service rep, who informed me that, due to an overdraft on or about XXXX XXXX, the hold was imposed by their " system. '' Being that I could only remember one other overdraft ever occurring during my XXXX membership, I explained that this was a completely isolated incident and he agreed. He then attempted to override the hold and said that their " system '' would not allow it. I confronted him on this in asking if computers ran the bank or they did before escalating to a gentleman with employee # XXXX. He fed me the same line of bs unfortunately before I asked to escalate this to the top.
A very uptight and crass XXXX with the CEO 's office finally called me back XX/XX/XXXX and, after having looked into the situation, could not release the {$1000.00} that I rely upon to pay bills out of " fairness to all customers. '' I asked her what my options were other than leaving to another bank and she offered NONE. This is absolutely despicable, especially coming from USAA. I pray they are held to account for this.
|
| 09/12/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
I was on vacation for the weekend when my phone was stolen along with my wallet which contained my debit and credit card on XX/XX/2019. At the time, I was unaware that the items had been stolen until a few hours later. Upon realizing the items had been stolen, I logged on to XXXX and discovered the thief used my phone to transfer {$3500.00} dollars from my savings to my checking and withdrew in increments of {$500.00} seven times for a total of {$3500.00}. The thief also cash advanced off of my credit card for {$200.00}. The unlock code for my phone screen was the same as the four digit number to access my mobile banking on my phone which apparently was used for the transfer. The same four numbers were also the PIN for my debit card. If the thief had one code they had them all and were able to freely operate my account. I immediately called USAA to report the fraud after discovering this on XXXX. I then visited the local Police Department and filed a report. USAA opened an investigation in to the fraud and sent me an email saying they determined the transactions were not fraudulent. I believe that the reason for determining the transactions were not fraudulent was that the thief had access to my mobile banking as well and could have accepted the security messages that were sent regarding suspicious activity during the time of the transactions.
|
| 04/14/2021 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Was not notified of investigation status or results
|
|
Web |
|
|
This is a formal complaint against Usaa Savings Bank located in XXXX XXXX, TX. This company has repeatedly violated my consumer rights under the Fair Credit Reporting Act as well as the Fair Credit Billing Act and has caused me much unnecessary financial AND mental distress. For starters, they're reporting an erroneous & unverifiable account on my credit report and not to mention an account in which I've asked for proof of claim and in which they have not been able to provide, per the FCRA & FCBA. Despite my efforts to resolve this unfortunate nightmare for several months now, Usaa Savings Bank has completely ignored my communications and legal submissions to remove this inaccurate information from my credit report. I am well aware of several other complaints filed against this company for their illegal and unethical business practices. Yet, somehow, this company is still in business. This company 's unprofessional & negligent behavior has caused lots of serious harm, not only to my ability to establish credit & good interest rates, but also to my character as a Professional and as an individual. Please help me, and the many other consumers just like me, to put a stop to the operation of these unethical & immoral business practices immediately. I sincerely appreciate your time and assistance in this matter and hope to hear from you very soon.
|
| 11/22/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
|
|
USAA closed my account because it was overdrawn according to their members handbook I had 41 days to get it current. Firstly the reason that it was overdrawn is that a disputed item was returned per USAA and no letter was sent and I have not received one as of yet. The account was overdrawn when the disputed item was returned when I called on XXXX XXXX we discovered that the 1st returned item that was disputed should not have been taken back out of the account and that the dispute was found in my favor. When the 2nd disputed item came through on XXXX XXXX this should have been the original date that the account went negative. USAA representative acknowledged this and escalated to get the 1st disputed item returned to the account. They agreed that it was their issue as to why the account was negative and had they not messed up the account would have not been negative until the other item came through on the XXXX. The account was closed and we have asked the account to be reopened as it was their fault in the first place and they agree that given the new dates the account should not have been closed on the XXXX as it was only 21 days past the correct overdraft day of the XXXX. We have waited for this to happen and it still has not happened. They closed this account per them against the members policy and have done nothing to reopen the account.
|
| 03/21/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
On or around XXXX of last year me my wife my son took a trip to XXXX what happened was on the way back which we spent about a couple of days then we ended up leaving like around XX/XX/XXXX or so they told us that my wife could not fly she was a permanent resident newly permanent resident and we showed all the proper documents and made sure that we were able to fly with those documents make sure it was OK with our lawyer we get to the airport about three hours before departure and the lady at the counter told us that we can not fly at all so this prompted me to have to pay for a different flight on another airline two to be exact XXXX XXXX bus in XXXX in order to get my wife to XXXX. I contacted my bank USAA and try to get them to give me my money back for this issue and they denied my claim many times after showing them proof.
I have reached a point that I have spoken to the highest person I can add USAA and they told me that they can not reopen my case and they can not do anything about it this led to me going into overdraft in possibly having my account closed as Ive been threatened that this will happen in the next couple of days in order to save my account Im going to pay the money but I feel as though I should have my money back into my account because my wife did not take her intended flight only me and my son and I showed this proof.
|
| 03/30/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On Saturday XX/XX/2020 someone accessed my account without my knowledge and attempted to send themselves money through XXXX with the name XXXX XXXX. On Sunday XX/XX/2020 I called USAA and informed them, they told me that my account had been compromised and that they fixed it. Later that day my account was once again compromised and a deposit of {$2000.00} was made. The person was named XXXX XXXX, they sent themselves {$330.00} through XXXX once more. The moment I realized someone was in my account I called USAA in tears. The created a fraud claim and told me to call back on Monday XX/XX/2020 at XXXX my time for an update. I called today Monday XX/XX/2020 and was informed that the fraud department found that it wasnt fraud. I was then told to create a dispute because the person on the line didnt understand how it wasnt fraud. I was then on the phone with USAA for an hour and a half being transferred by multiple people just to be told that they will open yet another fraud claim as well as a dispute. Before this my account had {$140.00} my account now has - {$190.00} that I can not afford due to being laid off cause of COVID-19. They told me it would take YET ANOTHER 1-2 business days to figure out what has been happening. USAA has been no help throughout this and has put me through more emotional damage and trouble than the initial experience.
|
| 04/16/2018 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I have a USAA Visa Credit Card. I started getting charged for two subscriptions that I never subscribed to. I called USAA about these charges and they were reversed for the XX/XX/XXXX, and XX/XX/XXXX charged. But to have the charges reversed, I had to have that credit card cancelled and a new card issued. I thought that resolved these problems. I was not informed that the companies would receive from XXXX my new credit card number, expiration date, and security code. But these companies did receive that updated information -- which I was unaware would happen -- and charges were continued.
It is unbelievable that companies making fraudulent charges on a credit card would receive information about a new card being issued!
Details are as follows : XXXX charges of {$7.00} on XX/XX/XXXX, {$7.00} on XX/XX/XXXX, {$7.00} on XX/XX/XXXX and XXXX XXXX charges of {$9.00} on XX/XX/XXXX, {$9.00} on XX/XX/XXXX and {$9.00} on XX/XX/XXXX.
USAA has told me that to have the charges from XX/XX/XXXX and XX/XX/XXXX I will have to have my credit card cancelled again and have a new card issued again. I find this unacceptable.
I spent hours on the phone trying to get in touch with XXXX and XXXX XXXX and was told that the accounts would be cancelled but they would not give me any information on how these accounts were opened with my credit card information. I
|
| 05/21/2016 |
Yes |
|
|
|
Web |
Older American |
|
I have XXXX credit card accounts with USAA. XXXX is a mastercard, ends with XXXX.
For some reason, USAA blocked me out of the online service for " identity '' reasons. This has been going on since XX/XX/XXXX. I called and gave them every form of identity info ( social security number ) and the works.Then they required to fax them my military XXXX paper ( XXXX ) and my military ID card but after all that, they are demanding a " copy '' of my social security card which I refuse to give them, because I am a victim of identity theft through a financial institution, but still demand my SS card and deny me access to my account online as well as refuse to send me paper statements after my request in XX/XX/XXXX. I attempted to close the account so I obtained a balance and paid it off within 48 hours. They acknowledge my payoff payment but refuse to allow me to close the account. There is something going on ( being charged ) after I cut up my card. I am not making any payments after the payoff but the credit report showed a {$10.00} balance in XX/XX/XXXX. I called in and disputed the charge and requested to close the account. Today, the balance is now {$53.00}. I made one last attempt on XXXX XXXX, spoke to XXXX XXXX. He said that his supervisor said " copy of my social security card is needed ''. I then informed him that I will file this complaint.
|
| 01/28/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I contacted my bank, USAA Federal Savings Bank, on or about XXXX XXXX, 2015, and asked how to obtain copies of checks that were deposited in my checking account over two years because they were not online. I asked the USAA representative if there would be a fee associated with the research. The USAA representative initially said it would cost {$5.00}, but said he would check with his supervisor. When he came back on phone, he said that there was no cost associated with getting the deposits. I told him that I wanted to go ahead and order the the information and hung up the phone. When I went online to check my checking account yesterday, I noticed that USAA deducted about {$160.00} from my checking account. When I called USAA to complain that the USAA representative told me that there was no fee and I had not authorized the fee, they refused to give me the {$160.00} back. They said that I agreed to pay for photocopies in the fine print of my checking agreement. I told them that the USAA representative told me that there was no fee, and I did not authorize them to charge me {$160.00}. Furthermore, I have not received any photocopies. I should not have to pay this {$160.00} fee since I was told that there was no fee to get online copies of my deposits ; I did not authorize the fee ; and I never actually received any photocopies of my deposits.
|
| 01/14/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
USAA locked my bank account, moving forward with closing the account and not letting me open a new one. On XX/XX/2023 got an online job offer supposedly from a company call XXXX. On XX/XX/2023 interview was done through app XXXX by someone named XXXX XXXX. They offered XXXX equipment, where they FedEx a check for {$4500.00}, told me to be deposited and keep {$300.00} as signing bonus. I proceed to deposit the check. Later they stated that it was their fault and the IT seller need it more money, another check was provided for {$4900.00} and to keep {$200.00}. Later they sent me 2 FedEx tracking numbers which it was valid but later on on the FedEx site it was pending. They say in the meantime to work as a XXXX XXXX XXXX by depositing multiple checks daily, the checks had a bank account from XXXX XXXX XXXX which is a legit construction company. The checks was instructed to utilize an specific ATM with access to a transfer system call XXXX that pulls the money from your bank account once the check is deposited. The total of the checks deposited was : {$17000.00}. Per USAA the checks bounced leaving my account in negative which I didn't get a chance to see and/or barely got an explanation USAA believing that I scam the bank. My bank account was wiped drained of close to {$2500.00}. USAA gave me no chance to dispute or explained what happened.
|
| 02/27/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
|
|
I was alerted to a fraudulent charge on my credit card issued by USAA bank I called them onXX/XX/2018 to alert them that my credit card was being used without my authorization. I have filed a dispute and had this dispute reopened after they failed to send me information through the mail which is my preferred communication method. I submitted the documentation stating that XXXX XXXX XXXX and suites used my credit card without my authorization according to their policies. XXXX XXXX XXXX refused to reimburse my credit card and I was told that a police report was going to be filed by the manager at XXXX XXXX. This did not happen and where I unaware That a person was using my credit card to stay at the hotel. I have since reached out to USAA or than a dozen times was told someone would call me and no one has. My credit card has not beenreimbursed and the charges reversed and have been told that my dispute is not warranted. I have since submitted to refusal to pay letters which no one seems to see or acknowledge. All of the documentation I have submitted to USAA has been deleted. I want the charges for the hotel stay on XX/XX/06of 2018 he deleted from my account because I will not pay them and I want to know why my privacy and credit has been compromised due to a lack of customer service and integrity Of both USAA and XXXX XXXX XXXX and XXXX.
|
| 09/05/2015 |
Yes |
- Bank account or service
- Other bank product/service
|
- Problems caused by my funds being low
|
|
Web |
|
|
USAA Bank has very poor customer service and a serious lack of communication with their customers.
I have been unemployed and unable to find a job for almost two years now and surviving on what little income I have, which I have told the bank many many times. They claim they will assist customers who are going through times of hardship, but they do not really care about their customers at all. I had a personal loan with them which they decided to close without even notifying me that I had past due payments. I understand that, and I am paying it so it will be done with, but lack of communication with customers is wrong, very wrong.
Just when things were being straightened out with them, I received a letter from them stating that they had closed my credit card account, ( which is paid up to date ) because of the consumer loan that they never warned me about.
Funny thing is I have been emailing with XXXX of the bank executives and he never once mentioned they were closing my credit card account.
It is so wrong for a bank to treat long time customers, especially ones who have served their country by either being a XXXX for the XXXX.
USAA Bank claims that they honor and appreciate those who have served their country but if you are going through financial hardship they refuse to do that and work with you, instead they treat you like dirt.
|
| 12/21/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Check cashing service
|
- Confusing or missing disclosures
|
|
Web |
Servicemember |
|
A fake company sent me checks worth $ XXXX, this money should have been to purchase computer systems for my new at home job position. The checks were deposited in my USAA bank account and cleared right away. The money was used to pay a fake vendor for the products that should have been delivered to my address the following morning. In conclusion, 5 days later USAA send me the return checks, take {$5000.00} of my hard-earned money and said that is the way the bank works and they cant do anything. You should have read the regulations about transactions. I would have never sent that money if USAA wouldnt have cleared the money and made me believe that money was in my account just to turn around and take it away. YES, I got scammed by a someone using the name of real company that sent a check from a real bank that was not real, but I was totally mislead by USAA and their procedures when they clear the check and then take my money when it got returned. That money should have NEVER shown in my account until the transaction was confirmed. Now, USAA dont see this as a real issue but scammer is using this unloyalty and unethical practice to continue ripping people off and nobody seems to care or thinking about doing anything to prevent these scams. USAA LIED TO ME AS MUCH AS THOSE SCAMERS DID. I hope someone reads this and do something about it.
|
| 05/18/2016 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
Servicemember |
|
On XXXX/XXXX/2016, I called my bank, USAA ( XXXX ) to initiate a stop payment on an {$800.00} check for the reason that I had already made the payment over the phone which was significantly less than expected. The check was to be sent by USAA to a credit union ( XXXX XXXX XXXX XXXX ). According the USAA representative, the stop payment was initiated successfully.
However, on XXXX/XXXX/2016, while looking at my account, the check in which the supposed stop payment was successfully initiated had indeed gone through anyway for the {$800.00}. This caused my account to go into the negative, and initiated an automatic {$400.00} cash advance from my credit card in order to cover the cost. I then called USAA to ascertain why the check had gone through even though a stop payment was initiated. I was told that the representative I had spoken to on XXXX/XXXX/2016 made an annotation on my account in regards to the stop payment but did not actually initiated it as requested. The representative then kept apologizing but told me that there was nothing they could do as the check had already cleared. So here I am left with a negative account balance and a cash advance on my credit card which could involve substantial fees and the only recourse I receive from a bank in which I 've been a member for almost XXXX years was simple apology for their mistake.
|
| 02/26/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American |
|
See attatched Credit Card Fraud claim XX/XX/XXXX {$470.00} UNAUTHORUZED TRANSACTIONS. see attatched statement of XX/XX/XXXX. ( XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXX +XXXXXXXX +XXXX +XXXX +XXXX = TOTAL {$470.00} ) NO XXXX XXXX transaction of {$120.00} IS NOT INCLUDED in the {$470.00}. Ms XXXX USAA LIES THAT THE XXXX XXXX WAS PART OF FRAUD I REPORTED XX/XX/XXXX. THIS PROOVES IT WAS NOT. XXXX LIED PREVIOUSLY MANY MANY MANY TIMES. Ms XXXX is NOT CREDITABLE. see attatched XX/XX/XXXX statement. XX/XX/XXXX SAME CHARGES APPEAR.
With an F in ref number ( XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX+XXXX +XXXX +XXXX ) Kindly note XX/XX/XXXX transactions have ( F ) in reference numbers indicating these are previous fraud charges that USAA put BACK ON CARD. There is no ( F ) in ref number on the XX/XX/XXXX statement. The transactions XX/XX/XXXX were supposed to be CREDITED for the fraud XX/XX/XXXX BUT WERE CHARGED INSTEAD. see Fraud letter XX/XX/XXXX XX/XX/XXXX claim date. This error has been reported numerous times. Ms XXXX says all accounted for properly after her review. ( Ms XXXX the XXXX XXXX WAS NOT REPORTED AS FRAUD XX/XX/XXXX. It is NOT INCLUDED IN the {$470.00} charges. ) DEFAMAMATION REPORTED. The XX/XX/XXXX charges should be CREDITED for the fraud of XX/XX/XXXX. AND ALL CREDITS CLEARLY ARE NOT CREDITED PROPERLY.
|
| 05/15/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Opening an account
- Unable to open an account
|
|
Web |
Servicemember |
|
A couple months ago I tried to open a USAA account. A day or two later I tried to access it. I was given a message saying " Due to past difficulties, we can no longer offer you access to usaa.com. If you feel that we have restricted your access in error, please call toll-free XXXX. '' I called this number and they tried to help me. The lady at the time was very friendly and assisted me thinking it had to do with my last name, because I have a hyphen. We changed that and I was told to wait a couple days before accessing it again. I did that and had the same error. I wasn't that disturbed because I wasn't in need of a new bank yet. Now that I have PCS 'd I am in dire need of a new bank account. I had just today contacted them again. Now they tell me that I am not eligible to even have an account with USAA ... There explanation was " We are exercising our rights not to do business with you ... '' I am extremely irritated ... They listed numerous possibilities why I could have been banned. Fraud and bankruptcy were a couple of those. I have great credit, no criminal history and never been bankrupt ... No other annotation were left, so the rep couldn't help me out ... They wouldn't allow me to talk to the fraud department and just told me " yeah sorry, we just can't offer you our service any further. '' Would never recommend them to anyone.
|
| 08/08/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
On XX/XX/2018, I notified USAA via international phone call that my debit card was stolen/lost. I was advised that a new card would be sent to me within 5-7 business days. During this time and up to end of XX/XX/2018, I was traveling frequently and wasn't home all the time. On XX/XX/2018, as I was going through my mail, I realized that my debit card never arrived. I reviewed by checking account statement and noted that there was fraud on the account. I called on XX/XX/18, I again called USAA to report the fraud and order a new debit card. I was advised that a fraud claim was opened and new debit card ordered. I was told it would take 2 business days to have the money placed back into my account. On XX/XX/18, I conducted USAA via chat to inquire about the status of the fraud claim and was advised via chat message that a fraud case was never opened. USAA failed to comply with Regulation E, Section 1005.11 on XX/XX/18 when they were first notified of the fraud issue. USAA also mislead and lied to me regarding how long the process took to refund my money. Additionally, USAA has caused me substantial injury relating to financial harm as a result of failing to honor my fraud claim and continuing to charge me fees for overdrawing my account. Due to USAA unfair practice they have committed a violation of UDAAP pursuit to regulatory guidelines.
|
| 02/01/2018 |
Yes |
- Credit card or prepaid card
- General-purpose prepaid card
|
- Trouble using the card
- Problem adding money
|
|
Web |
|
|
RE : USAA Savings Bank I entered an automatic payment of {$230.00}, and stipulated the posting date as XXXX XX/XX/XXXX.
On XXXX XX/XX/XXXX, the amount was withdrawn from my bank.
However, funds were not available on my prepaid XXXX.
On XXXX XX/XX/XXXX, I spoke with a USAA CSR, ( 40 minutes, 54 seconds ).
I was told that my " payment history '', " credit history '', " source of funds '', and " # of payments '' were factors related to the delay, and that a 10-day hold had been placed on my account. Notification of the " defender hold '' was not received via the app, email, phone, text, or USPS. Of note : ALL of my prior payments were made prior to the due date, I hadn't made any attempt to exceed the prepaid limit of my card, ( {$250.00} ), the account used for the payment had remained consistent, and prior payments were posted upon receipt.
I was dissatisfied with this explanation, and XXXX, ( XXXX ), refused to provide his employee id #. He further suggested that the " payment was large, compared to my credit limit ''.
A subsequent CSR educated me about the Credit Card Act of 2009 and " money laundering ''.
The hold caused significant financial financial distress, in that I was attempting to pay the entire balance due, had no access to the funds in my checking account OR XXXX for 10 days. I had no access to other funds.
|
| 12/16/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
|
|
I have been a USAA member since XX/XX/XXXX. I have a checking account with them and I had an issue last week that I would like to share with you.
My mother made a cashout ( funds transfer ) from her side gig account ( XXXX ) to her USAA account to help me pay a couple of bills that were due last week. Once she received the funds, she wrote me a check in the amount of {$20.00}, which it was deposited and funds were immediately available since the other account ( my mother 's ) had the funds available to be cleared. Date of the event XX/XX/XXXX of this year.
On XX/XX/XXXX, they charged me {$25.00} due to NSF. Which I questioned on XX/XX/XXXX, and they insisted the other account ( my mother 's ) had no funds to clear that check. They alleged they pay all the debit charges before proceeding to clear checks. They insist the account had no funds, but I suspect they were doing something else. Sometimes the account shows a different balance in the app, other time it shows another balance, which brings confusion.
I disputed the charge and only {$5.00} were refunded as a courtesy. I am no liable of USAA 's mistakes and the way they manage or post debits and credits is highly questionable.
While I was charged {$25.00} for NSF my mom 's account was charged {$29.00}. We can not trust on a bank whose financial practices are questionable.
|
| 06/28/2016 |
Yes |
|
- Identity theft / Fraud / Embezzlement
|
|
Web |
|
|
I wrote to your company earlier re case # XXXX. My USAA Mastercard was compromised from XX/XX/2016 thru XX/XX/2016 for over {$9000.00}. It took countless phone calls from me, a letter from your company, and much additional paperwork to finally get this partially resolved XX/XX/2016. There are still XXXX additional charges I did not make on XXXX XXXX, 2016 for {$350.00} each. I have called their fraud / identity theft departments 4 times, spoke at length to agents, and I still have the charges totaling {$700.00}! I have received XXXX different USAA credit cards all with different numbers, have NOT activated any of them, so how can I have charges? The last agent I spoke with, XXXX, on XX/XX/2016 did some research and learned these charges were made in XXXX! I, of course, was not in XXXX and did not authorize these charges for {$700.00}. I asked her why any of the other XXXX agents did not tell me that information. She said they just did n't bother to look! I am perplexed as to why USAA, a company I have been with for many years, and touts itself as a support to military personnel and their families, is having such a difficult time resolving this fraud issue!! My XXXX XXXX XXXX and XXXX XXXX card were both compromised XX/XX/2016, the fraud was dealt with, the accounts are being monitored, and all is well. What is the problem with USAA?
|
| 11/01/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem caused by your funds being low
- Non-sufficient funds and associated fees
|
|
Web |
Servicemember |
|
Financial Institution : USAA Federal Savings Bank I called USAA on XX/XX/XXXX due to 10 overdraft fees of {$29.00} each appearing on my checking account within XXXX. I was suprised by this because I never received fees before. USAA said they sent notifications via documents on the mobile app before XX/XX/XXXX stating they are making " auto changes to over draft fees '' that automatically enrolls the consumer to overdraft protection unless they opt-out. I told them it was immoral and illegal to change a service without the consumer receiving proper notification that I knew of the changes and most importantly, I consented to overdraft protection. This has put my account negative - {$700.00} and my husband has been laid off in recent months. I told them that President Biden and the CFPB have launched the Over Draft Protection Act of XXXX that states the bank must have consumers " opt in '' and have consent before they legally start over drafts. Additionally, banks are limited to one fee per month and up to 6 per year. I was charged 10 OD fees and only was granted XXXX OD refunds. I spoke with someone in the CEO office and they said they will call me back but I deserve to get my money back. I never consented to " opt-in '' to OD protection and this is illegal to auto enroll " opt-in ''. I now saw the letter and attached it. Please help
|
| 11/14/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Older American, Servicemember |
|
On XX/XX/XXXX approximately XXXX my hotel room door was kicked in and I was assaulted. My Laptop, cell phone and wallet was taken. The XXXX XXXX was called and they took a crime report # XXXX. I tried to report my Credit & Debit cards as stolen to the bank USAA but they did not open until XXXX. So at XXXX XXXX I reported both cards as stolen and gave them the crime number but they did not seem interested in it. I have been calling for oveXXXX XXXX months demanding my XXXX back. I informed them they only had 45 days to investigate. They just don't seem to give a XXXX that I'm a XXXX XXXX XXXX Vet who is on XXXX XXXX from XXXX and XXXX and XXXX XXXX. I receive only XXXX XXXX a month and can barely pay for my meds, eat and bills. I have escalallted this all they way the the CEO level agent, but to date my account is NSF and my family, cant even send me money as these charges will eat them up. On XXXX My Checking and Credit card were in perfect standing. Now USAA has Embezzled my money. I entrusted my money in their care, they refused to give it back and they have made money off my money. I dont give a XXXX if its .0001 % on their scale. When I was a XXXX I arrested people for these charges. I want my money back and accounts placed the way they were. The moment I reported the crime, my liabilited stopped at XXXX XXXX on the XXXX.
|
| 10/29/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Closing an account
- Company closed your account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I received an email saying that my account with USAA was closed. I contacted them dip try to find out why because I receive direct apposite of my SSD and it was due in three days. They informed me that oh well didnt matter I receive a check in 20 days I told them that I need my money sooner than that I have to pay my bills I have to buy medication and I have to feed my kids I was instructed that there is nothing they can do I got transferred to another young lady she said that I can open up another account and the funds can be deposited there I was like a fine then a guy got on the phone and said That cant happen. So I took it to social media finding out that this company has done this to many more people so they were banning together to do a lawsuit I contacted them again they contacted me I spoke with the guy named XXXX he told me that it will be expedited on Thursday and I should have it so I can you know do whats needed. the call got disconnected he never tried to reach back out I called them again he told his team member to tell me itll be 10 days for them to review a deposit that theyve been getting for over 5 years and then cut me a check and then XXXX XXXX it out so I would not receive a check until around XX/XX/XXXX. How am I supposed to buy medications for my XXXX XXXX waiting into the XX/XX/XXXX or buy food
|
| 12/15/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
On XX/XX/2023 we unknowingly transferred {$4500.00} to an impersonator who was imitating the company we are working with to restore our home after we experienced a category 3 flood. Funds were transferred via ACH to their XXXX XXXX Account ending in XXXX. The scammers utilized the signature block of the person we had been dealing with from the legitimate company. Later that same day, we called the company to inform them that the payment had been made and they informed us that they had been hacked and a few of their other customers had fallen victims to these scammers. They then sent an email to all their customers to inform the if the issue. We called our bank, USAA, the same day to report the fraud and asked for the transfer to be canceled our reversed. On XX/XX/XXXX, they informed us that they were not going to take action because they " determined the transaction was processed as requested. '' While this is accurate, this is exactly how scammers get away with this because they convince unsuspecting people to initiate these transfers that are then " processed as requested. '' Request assistance in getting USAA to get our money back as this money is supposed to be used for restoring our home to a livable condition.
Note : I was not able to upload the entire email string due to the PDF exceeding the 10MB limit ( it's 11.52 MB ).
|
| 01/28/2023 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Fees or interest
- Unexpected increase in interest rate
|
|
Web |
|
|
I have had the USAA Visa Credit Card for more than 20 years. I have been a USAA member since XXXX. I have had a fixed APR of 9.90 % for many, many years with statements to prove this. I noticed that my monthly minimum payment jumped very high and I looked into it. The last statement I have with a 9.90 % APR was XX/XX/XXXX. I am now paying 14.15 %. I have always had fixed credit rates and could not find any notices from USAA that they were converting my credit card to a variable rate. We used this card to pay for some remodeling after our XXXX XXXX stole money from us and we had to pay for items a different way. I called USAA on XX/XX/XXXX @ XXXX and spoke with XXXX -- employee ID # XXXX -- who tried to find any notices of APR change. XXXX looked back past XXXX and could not find any notices of APR change. I asked him if USAA would fix this APR since I have never received a legal notice of change, and he stated that unfortunately they would not. I believe that this was unfair, and illegal business practices since I was never given a notice and it was confirmed by USAA employee when even he could not find that a notice was ever given. This will greatly hurt our chances of paying back the large debt due to over 4.25 % increase -- and increasing further. Thank you for any help that you can provide us. Sincerely, XXXX XXXX XXXX, XXXX.
|
| 11/30/2022 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
My USAA account has been frozen for over XXXX weeks. They will not tell me when it will be rectified and keep telling me to wait XXXX business days. I'm overseas with a XXXX, a toddler, and a wife, and the only income provider for my family we don't have access to our funds to pay bills or provide in our kids. I have been with this company for XXXX yrs., and this is the first time I have had any issues. I deposited XXXX credit card convenience checks blance transfers from my USAA visa card and bank XXXX XXXX XXXX card from offer with XXXX percent interest for 18 months. The money was taken from both credit cards. The bank held the funds and the money in my account for XXXX days. XXXX also confirm the funds went to USAA. Someone needs to find out why my funds it's frozen or when I can access my money! USAA has held my last XXXX payroll deposits. They even put a delinquent hold on my credit card and charged me a {$25.00} return fee because I couldn't pay the bill due to them freezing my account. This can't be legal? I have a large amount of money in my account and will close my accounts and change banks when THIS IS OVER. For weeks, I have called the banks to release the funds to my paycheck. The bank said someone would call about the issue and apologized for the situation, but I am still waiting to receive a call XXXX weeks later.
|
| 12/31/2021 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American, Servicemember |
|
XXXX XXXX, 2021 Dear Sirs : During a telephone call on XX/XX/2021 from an individual stating that he represented XXXX, I gave out my XXXX XXXX drivers license info. The individual claimed that he was investigating possible fraudulent upcoming charges on my XXXX account for an XXXX product.
After giving a scan of my XXXX drivers license, I finally became very suspicious of the caller and ended the call. No phone number appeared in recent calls on my XXXX.
The " XXXX '' individual claimed that there were attempts to use my XXXX account in XXXX XXXX XXXX XXXX. The amount was a pending XXXX product for {$1200.00}.
My wife and I will be moving to XXXX is about one week. I am not sure that issuing a new XXXX drivers license makes sense.
My current XXXX XXXXXXXX drivers license number is : XXXX XXXX.
Please retain this information for any fraudulent use of my XXXX drivers license.
I have contacted the Washington State Dept. of Licensing, my bank -- USAA and changed my XXXX password. When I place an order on XXXX I charge the purchase to my USAA checking account or my USAA debit card.
I don't believe that I gave out additional information. However, the individual may have had software that I believe allowed him to see my home screen on my XXXX.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX
|
| 05/04/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
|
|
I called USAA on XX/XX/XXXX to help me resolve a debit card dispute for a transaction that took place on XX/XX/XXXX in the amount of {$6500.00}. The company I am disputing with has a class action lawsuit pending against them for bad practices etc. I specifically asked the representative it was too late to dispute the amount, she said no. She said she could dispute it for me with out any problem, which she did and gave me provisional credit. She then told me I needed to write a letter to ensure they got my side of the story while they investigated. I wrote a long letter to explain everything ....
I received the provisional credit on XX/XX/XXXX and patiently waited for the results of the dispute after Id gathered my evidence and wrote my letter as instructed only to hear back from them 3 weeks later on XX/XX/XXXX saying my dispute was filed too late and they would be removing the provisional credit without even investigating. This seems crazy to me as I am sure there should have been training in place to let the first representative know not to file the dispute if it was past the timeframe to file. In addition, why did it take 15 business days to get back with me to tell me they werent going to investigate. Which means they didnt even start looking into my dispute or my letter that I took the time to write per their instructions.
|
| 12/04/2016 |
Yes |
|
|
|
Web |
|
|
In XX/XX/XXXX I had a credit report run for a personal loan. A USAA account showed up on my credit report with a transaction amount of {$76.00} that was placed on this credit card account on XX/XX/XXXX. The account was subsequently noted as late and sent to collections. USAA has since closed the account. I had no knowledge of this account and/or the charge made in XX/XX/XXXX. The charge was also made in XXXX. I have been living in XXXX since XX/XX/XXXX.
I contacted USAA and was informed that the account was opened in XXXX but no charges were ever posted to the account until XXXX. USAA was sending all information on this account to an address in XXXX so I had no knowledge of what was happening until a year later.
I have contacted USAA at least 3 times and have been provided with varied information about how to handle the case. I wrote a letter to them and did receive 2 letters dated XX/XX/XXXX that the disputed charge may be unauthorized or fraudulent. One of letters stated, " we ' re transferring the matter to our Fraud department for continued investigation. '' I have not had any response in writing from them since.
I called in XX/XX/XXXX and was told by a woman named " XXXX '' that nobody had investigated my account. She proceeded to inform me that I needed to file a police report in order for USAA to resolve this matter.
|
| 08/05/2021 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem when making payments
- Problem during payment process
|
|
Web |
|
|
Credit Card company is USAA My primary Bank is XXXX XXXX Used my XXXX XXXX online Bill Pay to make payment to USAA. I have used this system many times to pay this bill and has never been a problem.
Payment of {$250.00} was made on XX/XX/XXXX.
Two weeks later, I received notice that my credit card payment was overdue.
Checked my XXXX account and saw where the money had been taken out of my account.
Contacted USAA and they stated that they could not find the payment and that I would need to provide proof that payment was made.
Uploaded a copy of the 'ACH Item Detail ' on the evening of XX/XX/XXXX to the USAA web portal.
Contacted USAA XX/XX/XXXX to check the status and was told they could not locate the ACH Item Detail I had uploaded. They stated they would look for it.
Received a call from USAA collections department the morning of XX/XX/XXXX. They stated my credit card was overdue and that if I did not pay the XXXX bill, they would be reporting me to the credit bureaus.
Only after explaining they USAA had lost my payment and there was an active investigation did they bother to look at my account and see that there was a case.
Called USAA the morning of XX/XX/XXXX. Was told that it would be a 'couple more days ' for them to resolve the issue.
In the meantime, they have frozen the credit card and I can no longer use it.
|
| 03/18/2021 |
Yes |
|
- Struggling to pay mortgage
|
|
Web |
Servicemember |
|
In the first week of XXXX, I spoke with my lender ( XXXX XXXX XXXX which is the mortgages arm of the USAA ), asking for a forbearance on my VA loan. They said okay, and gave me 3 options of repayment after the forbearance ( which would last 3 months ). The first option was to pay a lump sum, the 2nd option was to get a loan modification, and the third option was to push back the forbeared months to the end of the loan term. I told them I wanted the third option no matter what and they told me I could do it at the end of the third month and that they would let me know in the third month.
The third month has passed and I went to check the website to pay the next month mortgage payment and noticed that my mortgage had been adjusted. Today, ( XX/XX/XXXX ), I called the my lender and asked why this had happened and they told me it was a loan modification that I had not consented to. I told them this is not what I wanted, in the very beginning I said I wanted the third option and they told me that this loan modification was all I had been offered. I asked them to give me the third option and they denied me that option. The reason they gave was because the VA doesn't give that option so I didn't qualify for that option. I asked them if they asked the VA or had proof or documentation that I did not qualify and they could not answer me.
|
| 07/01/2018 |
Yes |
|
- Trouble during payment process
|
|
Web |
Servicemember |
|
On XX/XX/2018, we sent a registered letter to XXXX XXXX, CFO USAA FEDERAL SAVINGS BANK, concerning our supposed mortgage. We respectfully invoked FDCPA and asked that she would answer some accounting questions. Instead of answering our accounting questions, she passed the responsibility onto someone working in the CEOs office. XXXX XXXX sent us a letter on XX/XX/2018, two days past the time required by the FDCPA. This letter did not answer weather or not we had the legal obligation to pay USAA FEDERAL SAVINGS BANK. While this debt validation process was taking place, USAA FEDERAL SAVINGS BANK sent us two bills and now a letter of default. Not only has USAA FEDERAL SAVINGS BANK violated the FDCPA, but they failed to validate that we had the legal obligation to pay them. USAA FEDERAL SAVINGS BANK also failed to answer weather or not they ever loaned us money in the first place. We would appreciate if you would take the time to look into this matter. We have all of the return receipts along with the original letters we sent in the attempt to validate this debt. We also have the envelope date stamped from the post office along with the paper letter sent to us from XXXX XXXX proving USAA FEDERAL SAVINGS BANK missed the dead line while failing to answer our accounting questions. Thank you for your most valuable time and consideration.
|
| 12/08/2017 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem making or receiving payments
|
|
Web |
Older American, Servicemember |
|
My name is XXXX XXXX XXXX Social Security XXXX XXXX. On XXXX XXXX, XXXX we received a call from USAA Fraud Department regarding deposits on my checking account ( account number XXXX ). I had applied for a loan on line that I thought was from eloans, but apparently it was not. Some how they made deposits with personal check from closed accounts and accounts with insufficient funds.
The bank thought I had made these deposits which I did not however, it has caused us a multitude of problems. Currently are checking has been placed on a credit only status starting XXXX XXXX or XXXX thru XXXX XXXX, XXXX. My Military Retirement Pay, VA XXXX and my wife 's Social Security have been direct deposited into the account, as I was not able to change those deposits before the cutoff dates.
I have contacted USAA on several occasions trying to get some funds released as the account has approximately a {$2000.00} dollar balance ( unable to access they account for precise balance ) so I could pay our utilities before they cut them off.
We ( my wife and I ) do n't know where to turn or what to do as the bank refuses to release any of our funds and are hoping that you could provide some help or guidance.
Thank you for your time and any assistance that you could provide regarding this matter.
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX
|
| 03/28/2017 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
I was slammed by a CSR in the XXXX of XX/XX/XXXX. I would have never agreed to sign up for debit protection, but the CSR told me that you could file a claim and be eligible for debt protection even if you become unemployed voluntarily. I outright asked the CSR " so if I quit my job I would qualify for debit protection? ''. The CSR said : yes even if you quit your job. So from XX/XX/XXXX through about XX/XX/XXXX, when I quit my job, I was unaware that I could not deploy my debt protection. I held on to it for a while, hoping to get an unemployment appeal decision in my favor. I called the CSR for the credit card services. Several times and told them I was slammed by a CSR. They always agreed that I should get reimbursed. The last time I talked with some body about it, he told me he was in charge of all of this and was looking into it. I never heard back from him. It was about a year ago. I started working a split shift, over 12hrs away from my XXXX mile daily commute. ( that is a 14 hr day way from home ) I had no time to investigate. When I finally had some time I called. They talked to supervisors that said it was so long ago, and there was nothing they could do. I have been asking all along about the recorded phone calls. They always tell me they can and will pull them and they do exist. I did the math and i 'm out {$1800.00}.
|
| 11/09/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
I disputed charges on my account and was given a temporary credit. After finding half the disputes in my favor, they found 3 in favor of this company. I gave requested a re investigation and no one would ever call me or email me so I could give my evidence as a rebuttal. The bank said they found in their favor cause they had my information. Umm thats easy I did business with this company 5 years ago. That company lied and said they spoke with my on XX/XX/XXXX and I authorized charges. I did not.. I have a voice message in my blocked messages from XX/XX/XXXX the company wanting to speak with my about my account. I blocked them because I didnt have an account. They also admitted on a recorded call they never spoke to me. The bank wont allow me to give this info. This company fraudulently sent in falsified items to the bank. I even upload proof and USAA refuses to call me. They had someone with the CEO office call me and he did nothing but talk over me and not allow me to speak. I was told someone from the fraud department would call me within 10 days from XX/XX/XXXX. That never happened. This was not investigated at all. This company called my Moms phone the other day which means they are pulling from my credit report. So thats another way they could have gotten my info. USAA will not let me speak to the fraud department at all.
|
| 10/10/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Problem using a debit or ATM card
|
|
Web |
Servicemember |
|
In XXXX of XXXX, I contacted a company named XXXX XXXX XXXX to purchase snap on veneers through there online sales process. After agreeing to have veneers produced, I submitted two payments on two separate days totalling approximately {$1500.00}. The company had me in a cycle of creating impressions then rejecting my impressions. This went on continuously after which time I decided to discontinue process and request refund ; the company declined my request, citing Texas refund laws. However, after researching the Texas statute, this is what I came up with : Sec. 345.066. BUYER 'S RIGHT TO RESCIND CONTRACT. Until a retail seller complies with Section 345.065, a retail buyer who has not received delivery of the goods or services is entitled to : ( 1 ) rescind the contract ; ( 2 ) receive a refund of all payments made under or in contemplation of the contract ; After being denied a refund, I then notified my bank and filed a dispute in XXXX of XXXX. After some time, my bank decided in XXXX XXXX XXXX XXXX favor, thus ending my dispute claim against them. In accordance with the preceding law, I am entitled to a refund. I attempted to reopen dispute with my bank with new evidence but they declined to reopen. Please assist me with this matter as I am an unemployed XXXX XXXXXXXX veteran with limited income nowadays. Thank you.
XXXX
|
| 05/14/2016 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
I opened a checking account with USAA Bank a few years ago but XX/XX/2015 I had my Veterans Pension directly deposited to my account. I had a checking and credit card account. The credit card account was secured with XXXX deposit from me. My checking account was used to cover my credit card account in case of overdraft. One day last year I had to contact the bank to have them take the XXXX dollar security for the secured mastercard out of my account and deposit it into my checking account but upon hearing the statement that the funds would not be available the same day, I told the phone representative that I did not want to proceed because that was the last question he asked before he would have made it final. So the transaction was not suppose to go through. Eventually it did and caused my checking account to go negative for the XXXX dollar amount and that affected my account due to other financial transactions that was scheduled to be debited. It caused my checking account to be accessed overdraft fees by USAA Bank for the transactions that was pending, etc. I contacted USAA on several ocassions by phone to have the situation remedied but only got some of the money credited but still had over XXXX XXXX dollars owing for a mistake they made. Now my account was closed and my credit card XXXX dollars security deposit was lost.
|
| 01/26/2022 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
|
|
The USAA Federal Savings Bank will not close three ( 3 ) Fraudulent Accounts that are XXXX Credit Card Accounts This illegal criminal assault on the Claimant ( XXXX XXXX ) excellent Credit Score and Financial Securities catastrophic losses of {$10000.00} US Dollars or more due to the nature of cybercrime since this horrific onslaught has not ended since XX/XX/XXXX This was aggressively attacked by XXXX XXXX XXXX XXXX that obtained the fraudulent report from XXXX by the USPS AT HIS HOME ADDRESS AND THE XXXX AND ANGER THAT THE USAA BANK FRAUD RECOVERY TEAM ( XXXX XXXX AND XXXX XXXX ) MEMBER ADVOCACY REFUSE TO PROVIDE THE CRIMINAL INVESTIGATION THAT MUST BEGIN IMMEDIATLY BY A REPORT THAT WILL VERIFY THE TELEPHONE CONVERSATION BY SENIOR USAA BANKING OFFICIALS THAT ON XX/XX/XXXX THE FBI REPORTED THAT THREE ( 3 ) UNAUTHORIZED ILLEGAL XXXX CREDIT CARDS WERE ISSUED WITHOUT THE CLAIMANT XXXX XXXX PERMISSION AND THIS IS OUTRAGEOUS THAT EMPTY PROMISES HAVE NOT BROUGHT CLOSURE TO THIS ANTI-TRUST VIOLATION OF USAA FEDERAL SAVINGS BANK INVESTIGATE WITH IMPUNITY AND DO NOT IGNORE THIS REPORT TO THE XXXX XXXX XXXX XXXX AND THE BOARD OF DIRECTORS OF MY 28 YEAR MEMBERSHIP THAT IS TERMINATED AS OF XX/XX/XXXX TERMINATE ALL FRAUDULENT XXXX CREDIT CARDS IN THE NAME OF XXXX XXXX XXXX AND ERASE ALL INFORMATION OFF THE USAA WEBSITE FOREVER AND EVER
|
| 09/08/2020 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Card was charged for something you did not purchase with the card
|
|
Web |
Servicemember |
|
XX/XX/152020 : unauthorized charges on credit card from XXXX {$49.00}, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX, $ XXXX ( TOTAL charges {$7800.00} ).
My wife and I called our bank USAA on XX/XX/XXXX disputing the charges as fraud and cancelling the credit card from further use. My XXXX, XXXX XXXX, XXXX, XXXX, and XXXX accounts were all hacked. The XXXX XXXX, XXXX, and XXXX accounts were unrecoverable.
USAA sends information to fraud team and takes the money off of our credit card account.
XX/XX/XXXX, fraud team says the charges were valid and puts the money back on the card.
Myself, wife, and mother, the three members on the card have repeatedly called USAA disputing the fraud teams claim from XXXX XXXX XXXX USAA claims they can not talk to the fraud team that made the decision but could message them to call us. This was done at least 5 times.
The fraud team never contacted us.
USAA finally provided us with a contact at the fraud team. We have left at least 5 voicemails to contact us back because they never answered the phone.
We have been trying to reach out to XXXX as well. Due to the accounts being hacked XXXX would not discuss information about the transactions or the account.
I have reached out to a lawyer to help dispute this claim. We feel vulnerable and extremely unsatisfied with USAA on this.
|
| 11/10/2016 |
Yes |
|
- Loan servicing, payments, escrow account
|
|
Web |
Servicemember |
|
I have had a mortgage with XXXX ( serviced by XXXX since XX/XX/XXXX ). On XX/XX/XXXX, my mortgage was sold/switched to another Subservicer of XXXX, Nationstar. Since that time, my mortgage has not been reported to the credit bureaus. Consequently, I do n't have a current mortgage showing on my credit report. I am in the process of purchasing a new ( additional ) home ( closing scheduled for XXXX ... One week from today ), and my lender is telling me that it can not be processed until my existing mortgage is reflected on my credit report. I have made at least 6 calls to Nationstar customer service to find out when it will be reported. Nationstar told me they are legally prohibited from reporting my info for 60 days following the loan transfer. Today is day 65, and they have given me 6 different answers as to when it will definitively be reported : 1 ) automatically on day 60 ; 2 ) on the 10th day of this month ; 3 ) at the end of the month ; 4 ) at the end of the billing cycle ; 5 ) at the beginning of next month ; and 6 ) ' it has already been reported '. Today, they 'confirmed ' that it will be reported on the first of next month. I have begged them to manually override the system and report my mortgage info now. They said this is not possible. They told me that every lender has different policies, and this is their policy.
|
| 04/16/2016 |
Yes |
- Bank account or service
- Checking account
|
- Using a debit or ATM card
|
|
Web |
Servicemember |
|
I recently had fraudulent activity with one of my checking accounts. Unauthorized use of the debit card was tracked to Florida. USAA Customer Service stated that the unauthorized user called and obtained information to access my online account. With information, provided by Customer Service, the unauthorized user accessed my online account and transferred the entirety of joint checking and joint savings to my personal checking account. While in my online account, the unauthorized user changed the withdraw limit and PIN number before withdrawing the entirety of my account balance via my personal checking from an ATM in Florida. It only took USAA about a week to return the funds, but now I have been locked out of my account since. They keep transferring me from one department to another, dropping my calls and every time this happens you have to start the whole phone call process over again. Now every time I call they tell me that a Escalation team member will have to call me back in XXXX hours to verify my identity. I have yet to have a call back and it has been about 3 weeks now that this mess has been going on with no resolution. I need access restored to my accounts immediately. I have late fee 's, over drafts, bills to pay, and a mortgage. I do n't know what else to do. This is causing XXXX on a XXXX veteran. Please help.
|
| 04/14/2016 |
Yes |
|
- Credit card protection / Debt protection
|
|
Web |
|
|
On XXXX XXXX, 2016 I made XXXX payments towards XXXX of my USAA credit card accounts ( total {$380.00} ). Both payments cleared my bank on XXXX XXXX, 2016. On XXXX XXXX, 2016 I noticed the payments did not apply to the BALANCE of my accounts. I called USAA and the representative said it could take 10 days? After thinking about it, I realized it didnt make sense so I emailed the company on Sunday XXXX XXXX. On Monday, XXXX XXXX, 2016 I received a voicemail from USAA ( while I was at work ) so I returned the call the next day and and left a message for that representative. As of yet, ( 4 days later ), he has not returned the call. In the mean time, I called USAA on Tuesday, XX/XX/2016 and spoke with someone regarding my XXXX payments that have not posted and they stated an IT ticket number has been assigned to my case. Being that my due date and billing cycle were a few days away, I made another payment ( {$76.00} ) so there would not be an derogatory information on my credit report. I have been given and IT trouble ticket number and the " estimated '' time to have this issue fixed is XXXX XXXX, 2016. In the mean time, my billing cycle ends today and my credit reports will now reflect no payment for the month because of their errors. After numerous calls and passing me back and forth I am unable to get anything else resolved.
|
| 03/27/2023 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
- Other transaction problem
|
|
Web |
Servicemember |
|
We have a USAA checking account that is connected to another bank that we bank at. Someone got access to our USAA checking account and attempted to transfer {$5000.00} from our other bank to our USAA checking and straight from there to another USAA account. We did not have {$5000.00} in our other account. This was late in the evening on Friday XX/XX/XXXX. USAA allowed them to complete this transaction, placing a hold on {$4000.00}, but allowing them to take {$1000.00} plus everything in our checking. They took everything except {$0.00}. That would have been approximately {$250.00}. My husband discovered this around XXXX Saturday morning. He immediately called USAA and talked to their fraud department. They assisted him in changing all our passwords and Issued new cards. We were locked out of all our USAA accounts. They said for 3 days. We called back on Wednesday because we were still locked out. We were told to give them more time. On Saturday we called back and were told they decided it wasnt fraudulent. They said they would resubmit it. We were locked out of our accounts for another week. We also received a letter from them stating we owed them over {$900.00}. Today, XX/XX/XXXX, we received another letter stating that as of XX/XX/XXXX, they decided that our credit card would be the overdraft protection for our checking.
|
| 03/13/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Problem with a purchase shown on your statement
- Credit card company isn't resolving a dispute about a purchase on your statement
|
|
Web |
Older American, Servicemember |
|
I noticed 2 charges on charge card on XX/XX/XXXX that I did not recognize. The dates were for XX/XX/XXXX for {$82.00} and XX/XX/XXXX for {$89.00}. I called USAA Federal Savings Bank. They said on XX/XX/XXXX they would remove the charges. I may not hear anything for several months. On XX/XX/XXXX I received a email that they were working on it. On XX/XX/XXXX I received a email that the case was closed and on XX/XX/XXXX these 2 merchants received their money back. I was very angry because they didn't give me the opportunity to state my case. They told me I could and I did but it didn't matter they had been paid on the XX/XX/XXXX. I sent a XXXX folder with my documents to the Corporate Office and heard from XXXX XXXX XXXX XXXX XXXX I phone number XXXX ext. XXXX. She said that the Dispute Claim Stands. Then I sent her documents from the Federal Trade Commission that states that if you receive a free Item. You can not be billed for another amount later. It is against the law. Today on the FTC web side that third partys can not bill. Law 15 U. S. C. # # XXXX These were numinous names for which I was told was something they didn't care about. I only dealt with one company. XXXX and XXXX of Florida was who I got the Free Bottles from. Other names were XXXX of CA, XXXX XXXX XXXX, and XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX.
|
| 06/26/2019 |
Yes |
- Vehicle loan or lease
- Loan
|
- Problems at the end of the loan or lease
- Unable to receive car title or other problem after the loan is paid off
|
|
Web |
|
|
I spent almost 2 hours trying to pay in full my mothers car loan with USAA today XX/XX/19. First I talked to the estate department ( which by the way is useless, I can see their only goal is to collect money which I was trying to do but they would not take it ) then they had me on hold for 30 minutes to transfer me to the loan department. After being on hold for 30 minutes I hung up. Then I called the loan department. They put me on hold for 30 minutes to transfer me to the estate department. When I spoke to the estate department they told me I had to pay off the loan with the debt collector XXXX. This is where I have a real problem with this process. When I spoke to XXXX a few weeks ago they told me I would not get the title for 60 days. The estate department was sure to advise me that there is no coverage on the car unless I am using it for estate business. So USAA is holding me hostage with a car that I will have paid off and that I can not register and get insurance on and therefore can not drive, since I dont have a title. This is not fair and is not right. I had a car loan with USAA and when the loan was done I got my title in 2 weeks. I would think that when someone dies USAA would like to actually be helpful instead of a hinderance and then people would want to do more business with USAA since the process is easy.
|
| 05/21/2016 |
Yes |
- Consumer Loan
- Vehicle loan
|
- Problems when you are unable to pay
|
|
Web |
Servicemember |
|
There are communication between myself and bank but they put as all my fault, I am veteran working away from home most of my times, so I told USAA to take out {$250.00} bi weekly for my car payment, well after XXXX payments they stop and I did n't realized they stop, after 60 days they repo my vehicles and told me I fail to make my car payments, my car payment was {$350.00} a month buy but I been paid them {$500.00}, after I relized they repo my car I called them and ask them why they not notified me they reply that I did not answer my phone! Well they lie to me becauce I did not received any call from them or letter mail? I ask them what number did they call? They said that they do n't have number anymore and other thing is they told me my XXXX bank account is closed, well again they lie, my account with XXXX still active. I ask my bank did USAA try to take any money out? They say NO ... .so I talks to USAA they now say that they only take out XXXX payments, I have to sign some kind of documents for them to take money for car payments??? They been taking {$250.00} out fine? Why they stop and blame on me not make my car payments??? Now I told them it a communication issue between myself and them, they not buying it ... And now they say too late to get my car back! It on auction???? Please help me on this issue! Thanks ...
|
| 06/06/2018 |
Yes |
- Payday loan, title loan, or personal loan
- Installment loan
|
|
|
Web |
Servicemember |
|
For over a decade I have been denied credit by USAA, that uses XXXX XXXXXXXX XXXX which they are in partnership with. They deny me with vague and non specific language. I have never got any loan with them. I am forced to apply for high interest loans with other companies, even though USAA claims to save their " members '' money. I can't get out of the hole with high interest loans, pay day loans and pawn shops, I make XXXX per year and yet this is not enough to get a {$2500.00} loan form USAA. I may not live to 100 and have perfect credit to satisfy their stratospheric loan requirements. I believe they are discriminating against me.
Their is no rep to call, appeal process or address to write to, they just offer the free credit report. I am tired of being a victim to a non-human AI computer, that sees me as just a credit score. I could make XXXX XXXX per year and USAA still would not give me a loan. I have had problems with checking, auto loans, insurance and I still can't get a small personal loan, even if my life depended on it. USAA advertises on the TV and makes extraordinary claims on how they help people in the military but, I feel more like a victim than member. All the high interest places will loan me money at a high interest rate. Does USAA invest in them and then profit off the misery of their misled members?
|
| 04/04/2017 |
Yes |
|
|
|
Web |
Servicemember |
|
XX/XX/2017 -- Called USAA to set up 60 month pay off agreement. Was told will have to go through income verification worksheet. Was told that a payment is needed within 15 days of agreement, I notified rep that I would call back next week so I would be able to comply with the 15 day payment agreement.
XX/XX/2017 -- Called USAA to set up this pay off agreement previously mentioned. Went through the financial information with associate. I was told that my income met the guidelines, however because my account is 4 months overdue, I would not qualify for a long-term repayment plan. I repeated what rep told me last week and was told that it must have been an oversight. The current representative I was on the phone with told me that I he saw what was notated on the account and agreed with me. He transferred me to a supervisor voicemail and said that I should receive a phone call back before the end of the business day. Representative offered me two other options : 12 month payments of {$64.00} and would go back to normal interest rate even though the account is closed. I could also make three payments of {$160.00} and bring the account current, however it would remain closed.
I am getting the run around, meanwhile they continue to rack on fees and interest while I am legitimately trying to get my finances in order with them.
|
| 07/12/2019 |
Yes |
- Money transfer, virtual currency, or money service
- Domestic (US) money transfer
|
|
|
Web |
Servicemember |
|
I ( XXXX XXXX Military, XXXX XXXX ) purchased a product through money transfer service XXXX through the USAA Banking XXXX. Sent {$880.00} from my savings account, through XXXX on the USAA Banking XXXX on XXXX XX/XX/2019. Transfer completed on XXXX XX/XX/2019, verified from USAA. Called and texted seller, did not receive any update or word on the money being received and/or product being shipped. Filed a dispute with USAA to obtain a refund on XXXX XX/XX/2019, they denied any responsibility and did not issue a refund. Called XXXX and they only referred me to my banking service and said I have to obtain a refund through USAA.
Now I have no product, {$880.00} was stolen from my savings account which USAA nor XXXX will not refund even with proper disputes and proof. I intend on moving this case to the Military Judge Advocate and legal services if not resolved.
My wife and I are XXXX ( moving ) to another duty station at the end of this year and this money is extremely important to us, it can cover moving expenses, rentals and food while moving. I have been with USAA a long time and the fact that they are denying any help at all in this case is extremely saddening, if this can't be resolved we will look into other banking services that can provide buyer/user/veteran protection for money transfers.
Please help! Thank you.
|
| 09/01/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Web |
|
|
In XX/XX/2017, we requested the servicer to remove PMI because the property had significantly increased in value. They stated an appraisal was necessary to verify. Even though the appraisal stated " no functional inadequacies were evident '', and this home is in a significant growth market, the appraisal had erroneous information that made it apparent to us the appraiser the bank hired is not familiar with the market.
We disputed it with the servicer, and submitted a second appraisal that was done by someone familiar with the area. Rather than the servicer reviewing it themselves and discussing, they sent the second appraisal package to the first appraiser for opinion. Naturally, he stated the second appraisal was wrong. The servicer failed to continue to communicate, but did bill us for the appraisal.
Recently we decided to pay enough of the principal to be below 78 % LTV ; however, the servicer misprocessed this payment, even though we ordered the servicer to make the extra payment as principal. This has not been fixed yet, and the servicer has stated even when the principal is below 78 % they will still not want to remove the PMI without yet another appraisal of their choosing.
The loan is current, with zero delinquencies. We need this escalated beyond the offshore call centers that are handling this thus far.
|
| 03/04/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
Friday I asked the bank to transfer XXXX The bank XXXX ties to pull XXXX instead.
XXXX bounced and then they stole the XXXX When I called last night they told me they sent it back just now to the external bank and I didnt tell them to.
My bank has an employee who has been doing evil things with my account.
They turned my debit card off while I was at the airport on purpose last week. And this week they sent my funds back after being caught stealing them and putting my account in the negative. When I called they claimed they just sent it back when I tried to renew my hotel stay.
But if they sent it back my account should not be in the negative for what was sent back.
They told me this on the phone as they tried to skate around getting caught stealing XXXX. By pulling XXXX then stealing XXXX by claiming XXXX returned when I never asked for XXXX to be transferred.
They claimed they sent it back but my account was in the negative XXXX ( XXXX. ) available.
They stole my money then transferred more than I asked. Then sent what I actually asked for back. And then left my bank erroneously in the negative as they them stole funds that they never received after making my account negative by mistake.
They got caught stealing then tampering then stealing something they claim they sent back AFTER I called last night.
|
| 06/28/2017 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Struggling to pay your bill
- Credit card company won't work with you while you're going through financial hardship
|
|
Web |
Servicemember |
|
I have tried to speak with USAA and was directed to the department that does Long Term Assistance. I went through the process and the financial information as well. I was put on hold for an extreme amount of time. After speaking with the agent I was told congratulations have good news. She informed me if I could ask my Aunt to loan me more money I could qualify for assistance. I know this is wrong because I do the same thing at another bank. I know this is against the Graham Leach Bliley act. This is UNFAIR AND DECEPTIVE. USAA has constantly done things to thwart my asking for assistance. I as even informed that my account would be re mediated and was informed I would be contacted by the Office of the President. I am appalled that a bank can operate like this. I am the consumer that is asking for help to pay back his obligation however the bank could care less. I have many emails and I am asking for this to be investigated this is illegal. I have asked for Cease and Desist and still get calls. I know under the FDCPA that they cant continually call me. I have tried many times and constantly transferred. LISTEN TO THE CALLS PEOPLE YOU WILL SEE THAT CUSTOMER ARE BEING LIED TO AND THIS IS UNFAIR. Graham Leach Bliley ACT prevents a creditor to be biased and unwilling to assist. It also is against UNFAIR and DECEPTIVE ACTS.
|
| 08/11/2023 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Loan sold or transferred to another company
|
|
Web |
|
|
I purchased my car from US Auto about 3 years ago. At the time I purchased the car the amount on the payment was very high and I spoke to them in decreasing my payment due to financial situation or take back the car for a lower payment or better car where I was having issues getting in and coming out of the car was not good for my size and let them know I was having issues with the car and then putting tracking system in my car that was causing my battery to die at times. I reported it several time and they refused to fix until after my car shut down and they had to send someone to come a fix it. Now my car have been sold to another company that took my payment over without me knowing about and notice that I have pay about XXXX into the car and still have about XXXX left on it in which the other company is trying to collect on. I am in financial hardship and explain that to the company and would like to trade it or refinance my car and not getting the answer I need to get out of this car. Now I am hearing over the news. That Us auto is under federal investigation due to illegal repossessed people car and stated they are in Bankruptcy. I would to know if they can be any stop payment of my car since it's a XXXX XXXX XXXX and it over the market price. So the vehicle is already pay for. I need some help in this matter.
|
| 11/12/2020 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Older American |
|
In XX/XX/2020 my wife signed a contract for employment at a XXXX trading company. She was to be paid about {$3000.00} during training.
She received {$120.00} and was expecting the balance.
On Friday XX/XX/2020, she was notified that she had been added to a USAA Savings Bank checking account. We did not understand how that could happen without her applying or even knowing about the action.
She went to her USAA web page and saw this new account and that it had {$3000.00}.
She then transferred the training pay to our joint accounts - still not knowing how or why USAA allowed her to be added to an account - as secondary - to someone named XXXX XXXX, who was listed as primary.
Ten minutes later my wife received an email from USAA confirming that she had been put on that account, which the bank identified as her " cousin. '' XXXX, we have no idea who this person is.
After the weekend, I went on my USAA web page and discovered that the bank had frozen three of my accounts.
Now, the bank is extorting me for {$3000.00} to " unlock '' my three accounts. They have said they are going to take my Social Security direct deposit on XX/XX/XXXX.
USAA Federal Savings Bank is implying that my wife was in on this apparent internet scam/fraud. We have reported it to the Federal Bureau of Investigation, with no immediate result.
|
| 12/04/2020 |
Yes |
- Debt collection
- I do not know
|
- Written notification about debt
- Didn't receive enough information to verify debt
|
|
Web |
|
|
Received a notice in the mail for a massive debt. The debt said I owed USAA the company a debt of over {$20000.00}. I have never had USAA as a company, nor am I aware of any debt I have ever had for any reason with such a high amount, and the date the said XX/XX/XXXX doesn't ring a bell at all. So I responded to the debt letter with a request for verification, I did this through the USPS with certified mail with signature required so I know they received the letter as I only had 30 days to reply. The letter they sent said it was mailed XX/XX/XXXX, although I did not receive the letter until the XXXX of XXXX, so this left just a short amount of time to reply. Around XX/XX/XXXX I received my letter back saying it was refused, despite 3 attempts to deliver. I can only assume they do this on purpose to make sure no one can ask for validity within that first 30 days. I have my letter, proof they attempted to deliver the letter and proof they refused it. I couldn't send another letter and make it there within that first 30 days. The company name is XXXX, XXXX. The address I sent it to is XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX, IL XXXX The actual amount of this is supposed debt is {$20.00}, XXXX. I have included a copy of that letter on the upload area without signature since I printed it and signed then sent it.
|
| 03/20/2019 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Funds not handled or disbursed as instructed
|
|
Web |
Servicemember |
|
In XX/XX/2018 We purchased counter tops from XXXX XXXX with our USAA checking account in the amount of {$980.00}. When we received the counters they were severely damaged by one of the workers with their forklift. The countertops had to be reordered resulting in us having to pay our contractors extra for canceling and rescheduling the job of install.
When they finally got the new counters to us we realized that the counters were in horrible shape. They were cracked, and warped. We contacted XXXX XXXX back and wanted to return them as they were in horrible shape. XXXX refused to do any type of refund. They told us they do not warranty them and will not return them. The installing contractor had to spend several hours trying to repair them.
We contacted our bank USAA hoping that they would protect their members and help us recover our losses. USAA gave us a provisional credit for the counters but after " investigating '' ( which they didnt do ) they took the credit back. Said that they were siding with XXXX XXXX. Now they have closed our checking account with a negative balance because we had to pay that money to the contractor for new counters.
USAA didnt protect our money from fraudulent and unjust products!
*I can not provide letters due to my account being closed. USAA will not allow access of accounts.
|
| 06/17/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Their investigation did not fix an error on your report
|
|
Web |
|
|
I am distressed that you have included the information below in my credit profile and that you have failed to maintain reasonable procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated.
According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. Otherwise anyone paying for your reporting services could fax, mail or email in a fraudulent account.
I demand to see verifiable proof ( i.e. : an original consumer contract with my signature on it ) that you have on file for the account listed below.
Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the FCRA, unverifiable accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the account listed below.
I demand that the following account be verified or removed immediately 1. USAA FEDERAL SAVINGS BANK
|
| 03/22/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
I opened a XXXX XXXX XXXX plan in XX/XX/2020 for XXXX children on USAA without knowing that they were in the process to switch to XXXXXX/XX/XXXX In XXXX I called USAA service department to increase my contribution from {$50.00} to {$120.00} on both accounts. The person I spoke to, told me that she could not doing, I have to do it on the XXXXXX/XX/XXXX website. In the meantime I need to put a stop payment on the current amount and go do it on the XXXX XX/XX/XXXXsite. instead of putting a stop payment she put a block which did not allow them to further withdraw money from my account.
In XXXX I went to victory capital and set up a recurring payment on their website. Not knowing about the block XXXX XXXX charged my account {$50.00} in fees because of USAA rejected it. I called XX/XX/XXXXXX/XX/XXXX four more times in two months to help me set up the recurring transaction. Each of those times USAA blocked them and charged me {$200.00} for a total of $XX/XX/XXXX.When I finally realized about the all the fees, I spoke to a supervisor at XX/XX/XXXX. He told me that was USAA mistakes, they will not refund me the fees. I called USAA, they agreed that was their mistakes and they can only refund me {$100.00}. I told them I will not accept it because that was their mistakes. They pretty much told me. " Take it or leave it ''
|
| 06/02/2023 |
Yes |
- Checking or savings account
- Checking account
|
- Problem with a lender or other company charging your account
- Transaction was not authorized
|
|
Web |
Servicemember |
|
In XXXX we purchased a timeshre with XXXX, i paid XXXX dollars on my debit card and XXXX dollars cash. 1 week later we decided not to keep the timeshare and cancelled it. We were told it was cancelled and would recieve a full refund. On XXXX a payment fro XXXX dollars was taken out of the account for the timeshare. At this point we made a dispute for both transactions adn got a temp credit from USAA for XXXX and another for XXXX several days later XXXX gave us a credit fro XXXX dollars and said that this was for the deposit that the remianing XXXX would be credited back once they recieved a tablet they gave us and told me that the payment fro XXXX was never issued to them. They sent me a statement where it shows they recieved the payment and same day the funds where pulled back.I told the bank thatthey had the dispute worng and that the refund recieved was indeed for the deposit as XXXX didnt recieve the XXXX paymnet. They said they would update the dispute and i had to wait. after several weeks of back and forth and me calling every week they went ahead and closed my case. The bank is sayign that the XXXX dollars recieved by XXXX were for the monthly amount taken in XXXX and that the payment made fro XXXX could not be disputed as it was past the 30 days. I am still short XXXX and the bank says its not on them.
|
| 08/15/2018 |
Yes |
- Checking or savings account
- Checking account
|
- Managing an account
- Deposits and withdrawals
|
|
Web |
Servicemember |
|
On XX/XX/2018 deposit {$420.00} to my checking account, I printed the receipt with a balance of {$720.00}, next day I checked my bank application and for my surprised it showed four NSF, each one of {$29.00}. I called the bank and after almost hour on the phone the took one of the NSF charges, I called back after work and I spend two hours again on the phone, talked to a supervisor who also took two more of those NSF charges. That leave me only with one. I was asking the bank to paid the NSF charges and send a apology letter to my creditors on my behalf, but they didn't agree. I got proof of my balance before and after the deposit, also have shot screens from the bank app showing my balance. The person that I talked stated USAA is a we bank and they deposits after XXXXXXXX XXXX are posted the next day, but he couldn't told me where in my contract this was, and like I told him isn't in the ATM for the customers to know. I'm asking for the refund of the NSF charges, and the NSF charge of {$29.00} refunded to my account, and the apology letter to my creditors. I have proof all the deposit, balance, the bank app who the person that I talked told me isnt correct ( surprise ), if that hey case, why bother. I always check my transaction on the bank app.
Im asking for your help to resolve this issue Thansk XXXX XXXX
|
| 04/13/2017 |
Yes |
- Bank account or service
- Other bank product/service
|
- Making/receiving payments, sending money
|
|
Web |
|
|
On the date of XX/XX/2017 I sent out a payment in the form of a money order in means to make payment to a past due car loan balance. Only to discover that my money order was disregarded they stated it did not have my account number on it so it was not able to be processed. USAA then proceed to repose my car, deny having received the money order in the first place this spat lasted all of four days from customer service all the way up to management in that department. They took my car XX/XX/2017 and then sent me my money order back that following Monday XX/XX/2017 along with a letter dated XX/XX/2017 which stated the reason it could not be processed ( money order ) but when I looked at the money order I notice that someone from the bank forged my account number onto the money order. If they can write the account number on the money order then they can also process it into my account as it was intended to do in the first place right? I smell a rat!!! this feels personal not business. So now I can not enroll in school and my transportation is limited due to some ones personal attack on my life at USAA. I file this complaint to find out what legal actions can be pursued I do not believe it is legal to forge my information on to a money order that you did n't process because the lack of having that information on it.
|
| 07/30/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Problem with a credit reporting company's investigation into an existing problem
- Problem with personal statement of dispute
|
|
Web |
|
|
Ive had a XXXX XXXX XXXX with USAA since XX/XX/XXXX. With an Exceptional payment history & zero late payments on credit report per XXXX. I will attach proof in uploaded documents. I had {$5000.00} credit limit which is reflected on my XX/XX/XXXX card statement. I will attach a copy. Then statement dated XX/XX/XXXX under Transactions shows payments & credits totaling {$4200.00} in an attempt to improve my credit score by improving my credit utilization ratio which makes up for 30 % of your credit score. Which I was previously unaware of. After receiving my payment reduced my credit limit to {$2600.00} therefore preventing me the opportunity & impact advantage those large payments would have made to my credit score. I called to dispute at that time & was brushed off & never received any follow up or explation. I want my credit limit restored to the original {$5000.00} so I can receive the positive impact to my credit score the payment was intended to do in the 1st place. Paying off your debt should never have a negative impact to your score. It is sending the wrong message to consumers. They wanted my balance to remain high so they can charge me more interest charges & thats just wrong on every level. Especially considering Ive never missed a payment ( per XXXX XXXX which proves it is about interest charges.
|
| 08/07/2019 |
Yes |
- Credit card or prepaid card
- General-purpose credit card or charge card
|
- Closing your account
- Can't close your account
|
|
Web |
|
|
In XXXX, XXXX I paid my USAA credit card balance in full in the amount of {$7200.00} with USAA and requested the account be closed. They assured me it would be. In XXXX, XXXX USAA used my still open credit card account, against my will, to XXXX XXXX {$400.00} into my checking account as automatic over-draft protection. I did not want this as I assumed they had closed this credit card account in XXXX and have over-draft protection on my checking account with USAA in another form. I also destroyed the USAA credit card in my possession in XXXX and never used the account again assuming it was closed.
Due to USAA not closing my credit card and charging {$400.00} in OD protection after I assumed the account to be closed, I called USAA to complain. They informed me that they could not pull any call recordings beyond XXXX and would not do anything to remedy the issue and would be sending my credit card account to collections. I have now paid the collections action in full but am very upset that USAA did not close my credit card account to begin with in XXXX and that they would not remedy the matter after I discovered what they did and confronted them with the issue. I would like a refund of the late fees and service charges and the negative credit reporting that resulted removed from my credit reports immediately.
|
| 07/13/2017 |
Yes |
- Vehicle loan or lease
- Loan
|
- Managing the loan or lease
- Billing problem
|
|
Web |
|
|
USAA reporting late payment and upon review of documents submitted previously I still maintain the following which this company has yet to address : " USAA Federal Savings Bank has been sending documents to an incorrect address. My physical address is NOT my mailing address. On XX/XX/XXXX USAA purportedly sent notice that I was a co applicant on a loan. This letter would have been returned to sender. However, had I received the document I would have discovered that the information was incorrect and could have avoided what has transpired in XX/XX/XXXX '' SEE ATTACHED EXH A. Sure they called XXXX XXXX several times but we all know the amount of nusiance calls received, however, that does n't get USAA off the hook for failure to contact me. I checked my credit report and it lists my employer and phone number. They could have easily contacted me to resolve the missed payment. I also have the absolute right to know I signed for a loan and review for proper contact information. If this turned out to be fraud what would USAA do exactly. They fail to address my issue or return my phone calls. Look I am still in XXXX and this has tanked my credit score. I have attempted to contact USAA and left numerous voice mails and NO ONE returns my call. Who do I complain because this company does n't return phone calls.
|
| 03/09/2017 |
Yes |
- Bank account or service
- Checking account
|
|
|
Web |
|
|
InXX/XX/XXXX I made a XXXX payment to XXXX XXXX which was only one of multiple payments I had made out of that account towards that XXXX. For some strange reason USSA called that particular payment fraudulent activity and took back the XXXX payment which caused XXXX XXXX. I was all caught up on my payments and then USSA decided to get my XXXX repossessed which put a repo on my credit report that I do n't deserve. Not only that but I traded my XXXX XXXX XXXX on that XXXX so in affect they also took my XXXX XXXX and all the money I had spent on both vehicles. The reason for doing all this is because when I called to get my card released from hold status the person at USSA I spoke with decided that my voice did n't sound as old as my birth date would have suggested. Because of that my XXXX was repossessed on XXXX XXXX XX/XX/XXXX and my credit ruined. As if all this was n't enough, The last direct deposit I had sent to that account came up missing.I had taken my money I had saved from the month before out of the USSA account and had changed my direct deposit over to XXXX XXXX XXXX. The last one went into the USSA account but the money disappeared out the account and now they are trying to XXXX me out of the money as well as what they did to my XXXX and leaving me stranded for a year now..What recourse do I have?
|
| 12/15/2021 |
Yes |
- Checking or savings account
- Other banking product or service
|
- Managing an account
- Problem accessing account
|
|
Web |
Servicemember |
|
On XX/XX/XXXX I attempted to access my USAA bank account, and was greeted with a message to contact USAA customer service. It took until I got to an Executive Relations Team before anyone could figure out why, someone had tried to access my account with an invalid password over the last few days. USAA chose not to notify me of this. On to their CEO Resolution Team, I was told the fraud department would look at it ... 2 days later I am still locked out of my account while the fraud department is allegedly doing there thing ... no one knows when or how I'll get back into my account. This happened in 2018, this is the 2nd time USAA has allowed this to happen. In 2018 they allowed someone to take over my entire bank account, they refused to help, they refused to give me any information to protect myself, my financial records, my job or my security clearance. I suspect it was an inside job at USAA - no way this happens to the same person twice. Only after 14 months of constantly calling and complaining did they eventually tell me what happened. The relationship with them has been damaged ever since. I want back in my account so I can pay off credit cards I have with them and close the remaining accounts I have. This bank prey 's on military members by claiming they are for us, however, it is quite the opposite.
|
| 04/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
The following accounts and their respective creditors are in direct violation of the FRCA laws put in place to protect me as a consumer in this country. I have contacted by phone, and mail addressing my concerns regarding these fraudulent accounts formed as a direct result of identity theft, and there was no response or solution given as far as rectifying my issues is concerned. Please see below the accounts/creditors referenced above.
USAA Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX XXXX XXXX Acct No. : XXXX XXXX XXXX XXXX XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX 15 USC 1681 ( i ) ( 7 ) states that the consumer reporting agency shall provide to a consumer a description referred to in paragraph by not later than 15 days after receiving a request from the consumer for that description. 15 USC 1681 ( i ) ( 8 ) states that the deletion of the information should also come within 3 business days, and 15 USC 1681 ( i ) ( 8 ) ( a ) states that I must be informed by telephone of the deletion, which would show this bank is in direct violation. As Ive yet to be contacted via phone by any of these entities and they continue to report fraudulent accounts to my consumer file.
|