UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-08-20

Magnolia, TX

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: After over 18 years of doing business with USAA my checking account has been closed involuntarily. Not only is USAA breaking the law in terms of the civil rights bill of 1866 section 1981. I am appalled how they froze my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-20

Albany, CA

Incorrect information on your report

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

Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-20

Washington, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-19

Dickel, TN

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-18

CA

Getting a credit card

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

Problem getting a working replacement card
Complaint: USAA cancelled my card -XXXX because they said it was "compromised".I was told a new one was sent. After a month I have not received.I tried to resolve by phone, but would only verify my identity by mobile phone or email to which I do not have access, so agent XXXX and supervisor XXXX would not continue to resolve this problem.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2019-08-18

FL

Closing on a mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-17

Rialto, CA

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-16

Tulsa, OK

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

2019-08-16

Coalinga, CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: I continue to get marketing materials from USAA regarding credit cards and other products even though they continue to deny me access for applying for these products. I was even offered the opportunity to get an employment opportunity with USAA in 2016 that was revoked at the last moment because of a prior balance they said was owed that was charged off. If the amount has been written off as a tax write off why are they still trying to collect the full balance and why am I being mislead to apply for various offers? Why are offers of employment contingent upon payments?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-16

Huntsville, AL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-16

Chowchilla, CA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-08-15

Port Wentworth, GA

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

2019-08-15

VA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: USAA HAD COME TO A RESOLUTION WITH CFPB TO PAY ITS CLIENTS A LUMP SETTLEMENT IF {$180.00}. HOWEVER, THEY HAVE NOT PAID THEIR CLIENTS PER THE SETTLEMENT AGREEMENT. I PERSONALLY HAVE NOT RECEIVED ANY PAYMENT.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Columbus, OH

Problem when making payments

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

Problem during payment process
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Dayton, OH

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

2019-08-15

Baton Rouge, LA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Washington, DC

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Complaint: On XX/XX/XXXX at XXXX when attempting to transfer money from my checking account to my savings I noticed that {$9500.00} was missing from the account and that on XX/XX/XXXX ( 4 days prior ) {$9500.00} had been wired to a XXXX XXXX XXXX Bank Account to an individual I have never heard of. I have never initiated a wire transfer in my life, nor did I initiate this wire transfer, nor have I ever been asked to provided written authorization for wire transfers. I promptly called my bank, USAA, and informed them of the fraudulent activity. A report was made, and an investigation began, and I was reassured I would get the funds returned to the account. Within an hour of initiating the report, I received a call from the fraud investigator assigned to my case. She proceeded to tell me that because the fraudster was able to get into my account easily using my username and password that USAA was not liable for recouping the funds lost. She stated a recall on the wire was sent and an investigation would follow. I never heard back from the fraud team, was never asked any questions or asked to give any information to help with the investigation. The evening of XX/XX/XXXX I called USAA to receive further clarification on how it is possible that I would be held liable for fraudulent activity that the bank allowed regardless of various elements of the activity that should have raised red flags. Red flags that should have been raised regarding the wire transfer include the following : I have never signed anything stating that I authorize wire transfers from any of my accounts, I have never conducted a wire transfer before in my life let alone with USAA, the request was presumably from a unauthorized IP address on an unauthorized device, for the amount of {$9500.00} ( only XXXX less than the amount legally required to be reported federally ). I am left to assume the wire was initiated from and sent to a distant location as no one at USAA could give me any information on the IP address where the wire was initiated or sent. Not keeping record of this data alone is suspicious for negligence in addition to the fact that USAA 's " verification '' process for a wire transfer of half the funds in an account is not commercially reasonable. The " verification '' process for the wire transfer included inserting user name and password. There was apparently a code sent to an email address on file. However, I have only received verification codes sent in the form of text messages to my mobile phone and have never verified my identity via email. I also have no record of such an email. In addition, because this is not routinely the verification method used or agreed upon by the Bank and the Service, USAA should be liable for any losses through the fraudulent transfer. After the call with USAA on the evening of the XXXX I called the XX/XX/XXXX police department to file a police report. I was informed by the police that without the location of where the wire was initiated or sent to I would be unable to properly file a report in correct jurisdiction. On the morning of the XXXX of XX/XX/XXXXI called USAA to reach the wire department to try to obtain information regarding the location of the transfer to file the report. No one was able to give me that information further delaying the police report. I was sent to wire resolutions who informed me I should be protected as the wire was clearly fraudulent and I was a victim of an account take over. I was then transferred to the Account Takeover Team who told me I was not a victim of account takeover but actually considered a third party to a scam due to the fact my information was compromised. After denying my right to be protected against fraudulent transactions reported well within the 60 days of the event I requested to escalate the situation to the manager. After reviewing my file the manager of the Account Takeover Team informed me that there was a letter addressed to me in my file stating that my request for return of funds had been denied and the case had been closed. This was the first I had heard of this resolution as I had not been contacted by the Fraud Investigators since XX/XX/XXXX when they informed me that all they could do was initiate a wire recall. The manager proceeded to file a complaint to the CEO on my behalf and told me there was no one else who I would be able to speak to regarding the matter. The afternoon of XX/XX/XXXX I filed a police report with XX/XX/XXXX police. I also filed a report with the FBI, Ic3.gov which is a division of the FBI, the FTC Federal Trade Commission , and the CFPB Consumer Financial Protection Bureau . I also initiated fraud monitoring through the three credit Bureaus : XXXX, XXXX, and XXXX. I am awaiting a response from the CEO of USAA for approval of return of the lost funds totaling {$9500.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-08-15

Savannah, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I received a letter from the Federal Trade Commission that the insurance I was paying for was in fact fraudulent. I contacted USAA ; the monthly payments for this insurance were coming out of that account ( sometime during the first week of XXXX ). I spent something around an hour on the phone with a USAA agent as she filed claims for all 18 payments individually. I submitted the requested documentation, the letter from the FTC. Over several weeks, a few credits appeared in the account ; then reversals started. I called a few weeks ago and asked to speak to a claims specialist, and was told I could not. I was told by the agent that reversals could only go back four months. Now, some six weeks later, a fifth credit reversal occurred that, for the second time, put my account with a negative balance. I just spoke with USAA again. It turns out that they don't handle their own fraud claims or disputes ; they are handled by a third party. This third party seems to be in the business of simply turning down claims. The reversal today was, they said, because requested information had not been received. ( I submitted the FTC letter to apply to all these claims ). I asked to speak to a supervisor and was told one was not available. As an aside, a few months ago I put in a claim for a food delivery service wherein I disputed the charge because of raw food ; this also was credited then reversed. So, in a nutshell, there is absolutely no fraud protection being offered from this bank. Further, they have no problem crediting customer accounts and then, weeks later, reversing funds leaving negative balances. I have a hard time believing this is a bank supposedly watching out for service members. Disgraceful. I am currently out XXXX plus XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Rincon, AZ

Incorrect information on your report

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

Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-14

Lithia Spgs, GA

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

Timely Response

2019-08-14

Corpus Christi, TX

Fees or interest

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

Unexpected increase in interest rate
Complaint: I'm an XXXX XXXX XXXX and USAA increased my rate from 7 % to 10 %. Under the SCRA and/or Military Act am entitled to 6 %. I want USAA to decrease my rate and provide me the refund of interest. Its an Unfair practice to increase an interest rate on XXXX XXXX military.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-13

Lenzburg, IL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XXXX XX/XX/2019, my credit card was declined. I called USAA, my financial institution, with which I have just over {$23000.00} in accounts. I was informed by a customer service member on the phone that my credit card was closed on XXXX XX/XX/2019 and that all of my deposit accounts would also close within 30 days. She stated there were five reasons for these decisions 1 ) Fraud 2 ) Identity Theft 3 ) Legal Action 4 ) Aggressive or abusive behavior 5 ) Continuous banking issues. I explained that I had none of these, and she agreed she could find no reason on my account. After 1.5 hours I was told they would elevate this to the office of the CEO, and I would hear back in two days. I waited until the end of the business day on XXXX XX/XX/XXXX and called USAA back. I was transferred to the office of the CEO and spoke with a gentlemen who explained that he would open an investigation and I would hear something in 24-48 hours. On the morning of XXXX XX/XX/2019 I received an email from USAA with the name of the individual who would be handling my investigation, and it stated I would hear from her within two business days. I had not heard anything by XXXX XX/XX/2019, so I called back and left a message with this individual. On morning of XXXX XX/XX/2019, I still had not heard anything so I called and left a second message. By the afternoon of XXXX XXXX I called back and was informed that the individual I needed to reach was in a meeting, and an official correspondence would be created for her to reach out to me. On XXXX XX/XX/2019 I came home to a letter in the mail dated XXXX XX/XX/2019 from USAA telling me that they had exercised their right to close my account without reason and that it would be their final reply on the matter. This creates undue hardship for an upstanding military member with good credit, and none of the five disqualifying factors. I have received no explanation, and am now forced to correct their error by finding a new place for all of my accounts. Additionally, they closed my longest line of credit with them which in turn hurts my credit.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2019-08-13

South Branch, MI

Problem with a lender or other company charging your account

Checking or savings account: Savings account

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

Timely Response

2019-08-13

Aurora, CO

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