Date Received: 2021-11-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My name is XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. I'm not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The Bureaus are reporting inaccurate information on USAA SAVINGS BANK XXXX Balance {$1200.00}. Per FCRA, reporting must be 100 % accurate or the information must be deleted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: My name is XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. Also, this is to inform you that there is no third party involve in this process. I have been patiently waiting on their response to the written requests I sent. However, any modes of response or coordination were not taken on their end. They have not complied with the Fair Credit Reporting Act, 15 USC Sections 1681i within the time allowed by law and continued reporting as unverified information which now, given all my attempts to address it directly with the creditor, as willful negligence and non-compliance with federal statutes. Below is the unauthorized inquiry reporting on my Credit Report : USAA FEDERAL SAVINGS B XX/XX/2021
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My 5 year old mortgage is with USAA and is serviced by XXXX. Last year I purchased land across the street but not attached to my land and I paid cash. I have the deed. I am a 100 % XXXX Veteran and have a exemption on my home and land from property taxes. USAA has the documents and I have not paid taxes out of my escrow and always receive a refund at the end of year because I do not pay property taxes on my home and land. Last year USAA paid my property tax for the land I bought out of my escrow!!! I worked on this with them as well as my local tax office for months. They have my home parcel number on my land across the street in their system I have spent weeks complaining to USAA and have been assured it was corrected last year by USAA. However after logging on to check because taxes are paid here in XXXX and XXXX and it is still showing as they are about to pay taxes out of my mortgage escrow on land that is not attached to my home or mortgage and I have the deed for that land. I am beyond appalled and frustrated. I have reached out to them yet again and spent several hours once again on the phone with USAA and XXXX. They have assured me the problem will be fixed but as you can see by the attachment it is still showing as they are ready to pay taxes on land out of my mortgage escrow that is not attached to my mortgage! USAA used to be among the best for XXXX but they simply no longer care to fix their troubled systems. This should be extremely illegal and I think about older Veterans who have no access to internet and have no idea this is happening to their escrow accounts. I have attached a screen shot of my escrow, parcel maps showing my home and my land across the street. You can clearly see they are using my home parcel number to pay taxes on my land across the street. Once again I am totally exempt from paying property taxes on my home and land but I am required to pay taxes on my land across the street that I paid cash for and have the deed so it should not ever be paid out of my mortgage escrow! Thank You!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check to XXXX XXXX because the check was above the amount I am limited to deposit USAA. It was not clear to me that I could have raised the deposit limit on the Web site. Clearing the deposit by way of a XXXX disbursement. USAA explained that the deposit to XXXX could be cancelled and instead deposited in a USAA account. Both myself and a USAA agent spoke with a banker at XXXX. XXXX cancelled the deposit and reported that the check was fine to deposit at any financial institution. USAA raised my deposit limit and had me deposit this approximately {$12000.00} check at USAA. The agent had asked for copies of the check be uploaded where the check could be cleared manually then deposited and cashed the next day. I specifically asked that notes and instructions placed in my contact record so that any agent could follow the original contacts plan. The agent I spoke with found on my insisting checks could be manually cleared. She checked to find that it was in-fact possible to deposit manually and speed up the availability of the funds. The check was placed on a hold, a banker explained that the check was not manually deposited but deposited through the automated system and nothing could be changed to manual deposit since the check was already deposited with the unwanted and unnecessary 5 day hold. Had USAA not convinced me to deposit the check with them I would have had the funds available more quickly. I received a notice about 5 days later that the hold was removed and the funds were now available. I initially saw that the account reported that all my funds were available. I paid bills, USAA paid some automatic bills. USAA withdrew an amount equal to the deposit and reported that the check was returned. There is no information as to whom the checks funds were returned to. The check was reported as good by XXXX and to issue a new check was not practical and could take extra time to have an unnecessary change of checks. The issuing bank was was XXXX XXXX XXXX. I have tried to contact USAA and all agents were busy. I took the option of being called when available. I did receive a call about 2 hours later. The connection was poor. The agent said my phone does not work with the callback system. She made no attempt to call back. My phone has proved itself with the call back system every time I have used it. When I called back and chose to remain on hold I waited over an hour without being connected with an agent. Online chat was off and when I finally requested to file a complaint. It rang through but no one answered. I tried a second time and was again transferred and placed on hold. As I waited a long time without help or response I searched the help system for the name of the government agency that requested the bank and what agency took formal complaints. There was no information I could find that would tell me the agency that handled complaints. Complaint to regulating body may have caused the system to show me a page where USAA took complaints. I had tried to find that information earlier but could not find it until I submitted questions asking what outside body I could complain to. I summarized in my complaint in their form and requested a call when the complaint was received. The bank is accruing penalties for me by removing money from my accounts and not calling me or texting me to inform me they removed money from my accounts. This has hurt me financially and my reputation. I have been locked out of third party services due to bounced checks. I do not know the extent of the damage and have been unable to reach a bank agent to stop sending out checks with insufficient funds. I believe USAA wanted my business I had with PenFed. I believe that agents who should have known these procedures created answers rather than getting the true knowledge needed from accurate resources. I am not certain that the problems are accidental and not sure I want to use this bank for more than the 35 years I have been a customer. I have actually spoken with supervisors to tell the about agents that in my opinion have performed with excellence so that they get special recognition. I rarely if ever have need to give bad reviews or complaints. On a rare occasion such as this I would expect to be taken seriously as I have given many compliments to businesses over the years. I hope that by contacting your office may get me assistance from the bank, return my money, and hopefully reassure me that the banks inappropriate behavior is accidental and not finding an employee using a customers assets personally during the extended clearing or holding times. Most importantly my complaint to the agency that regulates USAA will lead the bank to locate and return my money. I also hope this leads to the bank reporting their errors to clear me of the bad reputation they are continuing to build.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: RE : Complaint against USAA Federal Savings Bank ; Refusing to Allow Deposit of {$160000.00} U.S. Treasury Check Dear CFPB Representative : This is a complaint against USAA Federal Savings Bank for its problematic online-deposit policy and breathtakingly deficient service. USAAs behemoth bureaucracypersonified by its process-over-people, systems-over-service apparatushas become too big to assist a lone customer. Thus, Im turning to the CFBP for help. As your agency reviews this complaint, please recognize my honorably-retired-veteran status and afford any protections the CFPB might confer to similarly-situated consumers. Turning to the complaint, succinctly put, this is what happened. On XX/XX/21, I called USAA to ask if I would be permitted to mobile deposit a forthcoming U.S. Treasury check for about {$160000.00}. Bank employee XXXX assured me USAA could definitely take care of it [ and I ] could definitely get the check deposited. ( Attachment 1. ) But later that dayafter I received the Treasurys check in the mailanother USAA employee ( Adrianne ) gave a 180-degree different answer, saying USAAs maximum daily deposit increase limit was {$150000.00}. XXXX added that amount is set across the board ; no one would be able to raise that limit. there are no exceptions. ( Attachment 2. ) The next day, I tried escalating these conflicting answers to a member of management for what I hoped would be a short, simple call. But between the long hold time and bank employee XXXX call screening, reaching an Executive Resolutions employee took 33 minutes. ( Attachment 3. ) By then, I couldnt wait any longer. So the check remains uncashed, and Im checking with other financial institutions. Sadly, this is what its like to be a USAA customer. Thus, I respectfully ask the CFPB to investigate USAAs deposit policies, employee guesswork, and escalation barriers. Thank you for your assistance. *** Please see attached XX/XX/21 letter with enclosures.
Company Response:
State: TX
Zip: 77056
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: This is the second time I try to resolve this with USAA, but it has not worked. USAA failed to cover my mortgage and other payments with my secondary account/overdraft protection which has plenty enough funds. The first time I tried to resolve was about 1 month ago when my mortgage servicer, car insurance, and internet provided messaged me that my payments were returned. I then patiently stayed on the line for clo se to 1hr to talk to a representative who explained to me that USAA had made some systemic changes/upgrades and that affected overdraft protection for some members, including myself. She refunded some of the fees- not all of them - and placed back the overdraft protection. Fast forward one month a nd the same issue occurs. This time is my mortgage and a couple of other payments and the wait time to talk to someone is over 1hr. Last time I had to go through the embarrassment to apologize to my creditors and had to absorb their late fees. This time I expect USAA to refund all fees - banking and creditors- and an apology letter at minimum. But most importantly, I expect a world-class organization like USAA to get it right. If and when systemic enhancements/changes are made, perform adequate pre-implementation testing to ensure preventative controls are in place to minimize/eliminate consumer impact.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am XXXX XXXX and I'm submitting this complaint myself there IS NO THIRD PARTY INVOLVE. Attached is a right to rescission notice along with cease and desist notice and cease and desist response and notice of billing error. Physical copies are on the way to USAA FEDERAL SAVINGS BANK as well. Please respond back to confirm receipt of these items through CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89107
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX XX/XX/XXXX fraudulent charges were placed on my credit card to four different locations/addresses. -The addresses/locations associated with the fraudulent activity are " XXXX XXXX XXXX '', " XXXX XXXX XXXX '', '' XXXX XXXX XXXX XXXX '' , and " XXXX XXXX ''. -The amounts of each charge were one of the following three : " XXXX '', " XXXX '', " XXXX ''. All charges had a XX/XX/XXXX authorization date. - Total fraudulent charges amounted to {$7500.00}. - Fraudulent activity was recognized by USAA and alerted myself, froze the card, and locked the account. - USAA has taken action to remove the charges from the account. USAA stated the charges should be removed completely at the start of the work week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28547
Submitted Via: Web
Date Sent: 2021-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Mr XXXX XXXX XXXX REQUIRES AN IMMEDIATE INVESTIGATION OF FRAUDULENT ACTIVITY ON A USAA VISA CREDIT CARD ACCOUNT XXXX CREDIT REPORT IN THE NAME : XXXX XXXX XXXX ILLEGAL DATE : XX/XX/XXXX FRAUD ILLEGAL HIGH BALANCE {$350.00} FRAUD ILLTHEGAL CLOSING DATE : XX/XX/XXXX MR XXXX REQUIRES WITHOT FAIL A CRIMINAL INVESTIGATION IMMEDIATLY ON A CRIME OF STEALING MY PERSONAL INFORMATION THIS IS AN ISSUE THAT WAS FIRST REPORTED ON XX/XX/XXXX AND THE CLAIMANT DEMANDS AN FBI INVESTIGATION ON XX/XX/XXXX INVESTIGATE WITH IMPUNITY ALL CRIMINAL ACTIVITY BY CONTACTING USAA MEMBER ADVOCACY XXXX XXXX ( XXXX ) XXXX EXTENSION # XXXX IMMEDIATLY TO BEGIN A CRIMINAl INVESTIGATION IN COOPERATION WITH THE SECRET SERVICE AND FBI ( XXXX XXXX TX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This morning I deposited my commission check as usual, at the beginning of the month and paid my monthly bills ( as i do EVERY month ). Then I went to get gas and my card was declined. My son was at college and tried to pay for a class and his card was declined. I have several ACH withdrawls that are supposed to come out today/Monday as well. So I call in to USAA and was told there is a 3 hour hold time. I decided to login to my online acct and everything is showing as unavailable so I chat in. The lady tells me that my accounts were sent in to investigations because of all the transactions today, that they wanted to make sure someone hadn't stolen my card. I told them " no, they are my transactions '' and to unlock my account. She proceeds to tell me that it may take up to 3 business days. In the mean time all my checks and payments are going to bounce???? This is unacceptable. A simple phone call from them could have prevented this. I asked for a supervisor and she told me she was sorry but none was available. HELP PLEASE! they have all 4 of my accounts tied up and locked and I can't get gas or groceries or anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A