UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-09-30

Shalimar, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: USAA Bank has completely mishandled this situation. USAA is so compartmentalized that they do not have any idea what one hand is doing while their customer support agents are saying something completely different.. I first called USAA in XX/XX/XXXX to dispute a charge from a merchant. USAA said thy could investigate a charge ( from XX/XX/XXXX and XX/XX/XXXX ) from a merchant, but could not guarantee a positive result. The charge is dispersed between 3 dates against the same merchant. The investigation spanned 5 months and ultimately resulted in USAA finding against me, while both XXXX and XXXX, while involved in the SAME TRANSACTION found in favor of me. I contacted USAA 3 times in writing and many many times by phone. I was always assured that USAA was " better '' than the rest, yet USAA ruled against me. The amounts were XXXX, XXXX, XXXX from XX/XX/XXXX to XX/XX/XXXX. Although USAA has STILL reassured me that they are on my side, their actions have shown otherwise. USAA has written-off my checking account and closed the account - to the detriment of my credit - while all along saying that they would not do this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-30

Sun City, AZ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-09-29

Tyrone, NM

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: XXXX XXXX XXXX called me XXXX XXXX to say I owed {$1000.00} To USAA -- They offered to settle the debt in payments for 6 months that would amount to {$1800.00}. I told them I could pay {$1000.00} on the first to clear debt. Name of company if you dial it is XXXX. But I was not sure what I owed USAA since before I had a care giver XXXX XXXX to help with my finances and keep track of payments. Since I have had several XXXX XXXX and six XXXX. Also on line is proof I was recently XXXX in the XXXX with a XXXX guage by my dog that XXXX my XXXX and XXXX my right XXXX and cracked XXXX XXXX leaving an ounce of XXXX XXXXXXXX in my XXXX. Needless to say this has been hard without a care giver. You know I was not thinking so I called that number back and I explained that I am not sure if I am being scammed and I want to call USAA to be sure this company is legit. I also want to know for sure I owe this amount because I am not sure in my mind if I owe money or the amount if I do. I called USAA several times, some problem here with memory and did not answer their security question right but finally got through and then they needed me to send an ID photo which I did. Yet they will not give me the amount I owe and even after getting through and sending the ID. Maybe USAA can justify the record of 5 different phone conversations I have had trying to get my information and their getting me to verify by sending them a copy of my valid ID but for a senior I would not advise you to be a customer with them. The hours I have spent are frustrating just only to get information to verify if XXXX is their debt collecting company and if {$1000.00} one time payment or {$1800.00} in six payments is justified to pay off what I owe and if {$1000.00} is really the amount I owe. USAA has up to now refused to tell me anything even with all the proof I have given. USAA phone number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-29

Odell, OR

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: On XXXX XXXX I received a communication from USAA asking me to verify debit card activity on my account. I was traveling on business and didn't have access to the many references they require to deal with their customer service. They then put a block on my account so even routine transactions from trusted merchants wouldn't post XXXX XXXX, XXXX, etc. ) They did this on their own without consulting me or having any indications of fraudulent activity on my account. I don't live near a USAA branch so I have no other way to access my funds directly. When I returned home from my business trip I called them on XX/XX/2019 and spoke with XXXX. She refused to reactivate my card.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-28

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: - I opened a XXXX XXXX USAA Secured Credit Card. - account was closed due to non payment and has harmed my credit. - the charges on the account where due to unauthorized charges and I was not receiving statements so could not notice the charges quickly. - I was refunded for the unauthorized amount but my account remained closed and still reported negatively.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2019-09-28

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: - I opened a USAA checking account online on XX/XX/2019 using my debit card as instructed I then recieved an error and was instructed to put in my checking account and routing which i did and account was opened. - money was never removed with checking account number but my card was charged for the deposit and was showing on my statement but USAA said they never recieved funds.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-28

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I had reported unauthorized transactions on my checking account with USAA in writing and never got a response and when I did receive a response after sending a copy of the original complaint my report was denied and when I asked for documentation used in the decision I was told over the phone that there was no documentation to send me which I thought was strange. I feel that my error was not handled correctly by USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-28

Foothill Ranch, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: USAA is holding me accountable for 2 accounts that belong to my parents. One account that was open on XX/XX/2013 for {$300.00} and XX/XX/2013 for {$5000.00}. I was only XXXX at the time my parents open the accounts. My mom has called and complained about these accounts being on my credit reports. But USAA has done nothing to remove them. We filled a dispute, but the investigation with my XX/XX/XXXX report has been under investigation for 2 years and they still have not updated it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-28

Orange, CA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-09-27

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-27

Leeton, UT

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: I was told by a USAA Customer Service Representative that there was a 6 day grade period for payments to credit card accounts. I paid within this grace period. USAA has chosen not to honor this grace period and has instead charged a {$92.00} interest fee to my account and is unwilling to reverse this fee despite having been told that there would be no such fee due to the grace period.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-09-27

Sandy Hook, CT

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-27

San Jacinto, CA

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: I applied for the USAA Preferred Cash Rewards credit card on XX/XX/2019 and it was approved for a {$11000.00} credit limit. I chose to have the card expedited and I received it through XXXX on XX/XX/2019. The card couldnt be activated and I spent over one hour on the phone with USAA trying to figure out what the problem was. However, Im still not sure why the card was approved but then immediately closed, despite speaking with five different USAA representatives. Also, I still owe them {$8.00} because I chose to have to card expedited.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-27

Bellview, WV

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-26

Colo Spgs, CO

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I want to be removed from the loan that was refinanced without my permission. I originally agreed to co-sign the personal loan for the amount of {$17000.00} for my daughter. She was going through a rough time with a break up and a new baby and I offered to help her out with getting caught up on her bills and what not. This was on XX/XX/XXXX. I then agreed to change the financed amount to {$20000.00}. At this point I thought the loan was signed for and it was good to go. I then recently found out through checking how much time was left on the loan since it wasnt my loan and my daughter had been paying on it for what I thought was awhile. That it had been refinance twice since then I do not check my Usaa account at home or online since it is less secure and I have had my identity stolen in the past. I didnt think anything of it, just assumed the loan was being paid by my daughter for the original amount we discussed. I noticed when checking that it is not for the {$20000.00} I had thought. She has since refinanced the loans, and no one ever talked to me or spoke to me at all. She had my social from the first time applying. Since then there have been two refinances one for {$40000.00} on XX/XX/XXXX and then an additional one for {$46000.00} on XX/XX/XXXX. Neither of those times was I spoken to about the new loans. I want to be removed from those two loans as I never agreed to the loan for that amount.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-26

Tyrone, NM

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: Thier. Is a account on my credit file that is not mine it is U.S.A..A. Saving account not mine told XXXX. To remove it. and i have sent in a police Report saying that it is not mine. It was removed from XXXX. And XXXX.. so XXXX wants to play around with me like they don't understand. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-26

HI

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: XX/XX/XXXX charges were made to a new credit card account number ending in XXXX that was generated by USAA Credit Card Banking Services without authorization request or knowledge of this new card or account. This card was then activated and used by the person whose name it was issued to and accumulated charges all on date referenced above in the amount of {$2000.00}. Additionally, charges were not declined when the credit limit was exceeded by almost this entire amount. This was brought to my attention by a fraud alert message on my phone the day of transactions to which I responded. All the charges were removed initially and pending investigation resulting in One of the charges removed from my account as unauthorized however, the others remain on my account which holds a different account number and has held this number for many years. I have sent three letters to USAA Credit Svcs. and have received no response addressing the specific issues stated in the letters ; XX/XX/XXXX and XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-26

WA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On XX/XX/XXXX I did click on an email from USAA that did state : " You can save on interest when you transfer high-rate balances to your USAA Visa credit card account. Get a promotional rate of 0 % XXXX until XX/XX/XXXX on balance transfers. '' The email went on to state the requirement that I can receive this offer if the balance transfer transaction posted to my account between XX/XX/XXXX and XX/XX/XXXX, yet the way the email displayed without loading entirely and this being found lower in the material, I could not see it. Because one date, XX/XX/XXXX had been stated already, I erroneously presumed I had " until XX/XX/XXXX '' to agree to this offer like it said, and clicked on it. I then agreed to what I believed was a 0 % balance transfer offer. USAA 's site processed the transaction as if I had received a 0 % balance transfer, making no mention of the 10.99 APR I was covertly and implicitly agreeing to by responding later than XX/XX/XXXX. I ended up transfering {$28000.00} to USAA baited by the 0 % rate, which was then switched to a 10.99 % rate WITHOUT ANY NOTICE OF ANY KIND about the new rate. I did receive confirmation emails from USAA, which stated only that the balance transfer had completed, and DID NOT DISCLOSE THE APR AT WHICH THE TRANSFER OCCURRED AT. Repeat, the annual percentage rate was not information included in the confirmation email, disclosures or any documentation or correspondence. It was only by following up by phone on XX/XX/XXXX that I was able to determine that I did not receive a 0 % rate. I am offended at USAA for TRICKING ME with DECEITFULLY formatted adverts designed to take advantage of customers with deceptive timeline subscriptions, and then SWITCHING APRs without DIVULGING THE NEW APR RATE when they try to accept their offers! None of the disclosures agreed to during the balance transfer were for 10.99 %. They were for the 0 % offer my email linked to on USAA. The online process I underwent for the balance transfer was describing the 0 % offer, including the terms and conditions to which I pressed agree. I then learned after the fact that USAA doesn't modify or cancel balance transfers despite that not being in their terms and conditions. When I requested customer service where that could be found in the universal terms and conditions, it could not be found at all. Indeed, the only reference to this supposed fact is on the " Status '' disposition on the balance transfer history, which states " Status Completed - The balance transfer has processed and can not be modified or canceled. '' I call out USAA that this remark is bogus, and I feel they are being deceitful here for making up rules that are not actually in their terms and conditions, but by which they benefit in terms of increased interest tenfold. I call out USAA for not being responsive to the loyal customer who reported the APR mistake in a timely fashion on XX/XX/XXXX, and offering me no recourse at all to correct the error, such as reversing the transaction or fees or applying the rate of interest from the advertisement I responded to. The only thing that could make this right would be the fees and interest I paid for the balance transfer being refunded to me, because I am offended at being tricked, being refused any help and the intended offer of 0 % for {$28000.00} was accepted by me but not honored by USAA without any notice of the rate being switched to 10.99 %. They processed the loan of {$28000.00} at 10.99 % when I responded to a 0 % balance transfer ad without notifying me at all of what actual rate I would receive in the terms and conditions and confirmation email. It was reasonable to infer that I should expect 0 % acting on this offer, nothing in the terms and conditions indicated otherwise, and since then I have seen no notice in their universal terms and conditions about balance transfers being unchangeable and unable to be modified as they claim in a status notation. I feel overall cheated, that this is pretty close to being fraudulent, or whatever bait and switch is categorized as - deceitful. I was baited and switched. I was charged a rate I did not agree to during my acceptance of the offer. They later claimed I had agreed to the whole thing and I had not. I called to get them to reverse the error and they would not, they benefit from the higher interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-26

Tarzana, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I originally filed a complaint regarding fraudulent practices conducted by USAA Federal Savings Bank. I received nothing more than a generic response from them. Now I have to file a small claims suit against them. I will obviously receive judgment in favor because attorney 's are prohibited from small claims court and I highly doubt the CEO will show up. Even if the CEO did show, I'd still receive judgment without much effort. Consumer beware.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-25

Leming, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: United Services Automobile Association ( USAA ) routinely reports information that should not be included in the XXXX XXXX XXXX XXXX ( XXXX ) report ( XXXX ) and the XXXX XXXX XXXX XXXX ( XXXX ) report ( XXXX ). Insurance is usually regulated by each state and I am a resident of the State of Texas where the statute specifically states : " Sec. 563.002. REPORTING TO CLAIMS DATABASE. An insurer or an insurer 's agent may not report to a claims database information regarding an inquiry by an insured regarding coverage provided under a personal automobile insurance policy or a residential property insurance policy unless and until the insured files a claim under the policy. '' I've requested copies of my reports from both companies and there are numerous entries where I made a routine inquiry about my policy, reported a non-damage incident ( not at fault ), and found a duplicate entry. I've contacted USAA to inquire about the report and request it be updated to reflect accurate information. Their representative did not know how to do that but did provide a detailed description of the entries I am disputing ( attached ). I assert USAA is deliberately doing this to manage the different risk pools within their operating companies. Originally, USAA served military officers and the associated risk of that member population was relatively low. Over the years, USAA now allows membership based on military service and family relationships. Their risk level has risen to a level equal to other insurers. I have gotten several insurance quotes from other companies and they have consistently been above my current premium in the amount of {$1500.00} - {$2000.00} a year. This seems very high considering the number of actual claims I've had over the years. Other USAA members who are placed in a higher risk category and underwritten by a different operating company routinely report their premiums are being raised arbitrarily and they have gotten the same coverage elsewhere at a lower premium. My assertion is that USAA deliberately places ALL information on the claims reports in order to keep low-risk members ( who won't be able to find a better premium elsewhere ) and force high-risk members away ( USAA raises their rates, but they find lower premiums elsewhere ). I have detailed information for each claim I am disputing that I can provide. Although this may not be a usual complaint regarding financial products, it is a " Consumer Report '' covered under the FCRA.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-25

Simi Valley, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On XX/XX/2019 ( approximately ), I mailed my monthly payment check to USAA Bank on my USAA RV Loan. I mailed a personal check on time for the payment amount of {$180.00}. Unfortunately, the monthly payment was actually {$180.00}. Therefore, I inadvertently wrote my payment check to USAA for XXXX cents short. As soon as USAA notified me of my error via mail, I immediately wrote and mailed a check to them for " XXXX cents ''. During this incident, I was going through a home refi loan. I was soon thereafter informed by my loan broker that USAA issued me a 30 day late on my account to the credit reporting agencies ; due to my XXXX cent error. When I telephoned USAA regarding the issue, I was informed to write an explanation/defense letter regarding the incident and they would conduct an internal review of the incident, in order to determine if their credit damaging action was valid. In one later response, USAA notified me that their final decision regarding my explanation/ defense was deemed " frivolous '' and that the 30 day late that USAA issued to me to the credit reporting agencies was valid. ( Ironically, USAA Bank didn't view their aggressive credit ruining actions regarding my minor XXXX cent error as frivolous ). Since that time, due to my frustration with USAA Bank 's unprofessional action against my credit history, I have recently sent a loan payoff check to USAA, so that I can close my RV loanand eventually end all customer banking services with USAA in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-09-25

Cantonment, FL

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't increase or decrease your credit limit
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-09-25

Island Trees, NY

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-25

VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: I was added onto this account as an authorized user in an effort to help with my credit score. I am not related to this individual, it was done through a company for me to make my credit score better. USAA Bank has been called by me several times for me to be taken off as an authorized user. Initially I was added on to help increase my score. I asked to be taken off of the primary account because their balance started to go up and damage my utilization. This card account has never been registered, I have never even had a card to this account nor do i know the person personally. A business associate of mine arranged for me to be added on to help my credit. I asked them in XXXX to take me off and was told it was done and it wasn't. Every month since then it has hit my credit and they are using almost all of their card limit which hurts my score. I have sent the attached documents into USAA on more than one occasion, on XX/XX/2019 and again today on XX/XX/2019 with no resolution. USAA says they can not take me off the account and take it off my report unless the primary calls in. I am unable to reach the primary and i want off of this acccount asap. USAA has yet to help me with this. They mentioned the user blocked the card ( which it was already blocked ) but never deleted me off. I need help.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2019-09-25

Rockwall, TX

Trouble during payment process

Mortgage: VA mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Timely Response