Consumer complaint received 2021-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
USAA is purposely charging excessive overdraft fees and trying to post transactions late so they can get more fees and have more money taken from me. 

On XX/XX/XXXX, they charged me a {$29.00} overdraft fee because they said there were not sufficient funds for my XXXX debt amount of {$45.00} which was attempted on XX/XX/XXXX. A simple review of my account will show that I had sufficient funds but because they chose to charge me another {$58.00} in overdraft fees and not honor the government moratorium and the FDIC 's instruction to institutions to waive overdraft fees during the COVID-19 pandemic, their fees are causing me to go further in the hole. They also purposely changed their banking policy in XX/XX/XXXX so they can try and seize people 's stimulus checks. They sent letters via hard mail to me stating that all overdraft fees would be waived. Conveniently those letters were not uploaded to my account until I called in and they were only able to find the one from XXXX and didn't upload it until XX/XX/XXXX. In the past 3 weeks they have charged me SEVEN overdraft fees at {$29.00} and purposely use those to stack additional overdraft fees when I am in the negative because of fees they charged. I called in and they told me that the over draft fees should fall off ( get the recording from the rep ), then the rep said, wait no, the hardship was good through XX/XX/XXXX, but my letter says XX/XX/XXXX. AND they charged me overdraft fees for attempts made before the expiration of the hardship. USAA is a horrible company. I have sent numerous messages and they ignore me. I call and they put me on hold after I get put on a list for them to call me back. XXXX waived their overdraft fees, so did every other bank, but USAA is charging them on purpose and misleading people when they call in like me by telling me they should drop off and then when I call back I get someone else who says oh wait the hardship was until XX/XX/XXXX, which is not what the letter says. That is {$210.00}. Now I am overdrawn because of the overdraft fees and they are going to charge me another overdraft fee for being overdrawn because of their fees. I have struggled due to a significant income reduction because of COVID-19 and USAA has been unwilling to help, follow the federal moratorium like other banks, and adds the debits and credits in an order so that the account is overdrawn so they get more fees. They make sure they add their overdraft fees first so everything else is rejected and then charge more fees. They are a joke. They do not help military families. They are liars. Ask them how much they made on overdraft fees. I have letters from them telling me they are waiving overdraft fees they assessed last year because of an audit they did. Of course these letters are not saved to my account, but I have hard copies. They are sneeky and deceptive.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation