UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-08-12

Bedford, TX

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/XXXX XXXX XXXX XXXX XXXX sent a wire transfer through XXXX XXXX XXXX to USAA Federal Savings Bank with a copy of my voided check, wire instructions and a copy of the Receipts and Disbursement Ledger in the amount of {$42000.00}. This was money I received from the sale of my house in XXXX XXXX XXXX Florida. At the time of closing I was not present due to a job transfer ( XXXX ) on XXXX XXXX XXXX, from Florida to XXXX XXXX CA. Immediately upon arrival I began preparing for XXXX to XXXX and I had forgotten about the money and I fell ill. I had two major XXXX. Years passed before I remembered and tried to recoup my money but USAA says they have no record after 7 years. My name on the check was XXXX and I had gone through a divorce in XXXX but had not changed my name on the account. The information tired to that account should've matched my present account and there was never a lapse. I've been a constant member of USAA for over 17 years. I will attach a copy of the " Receipts and Disbursements Ledger from the XXXX XXXX who closed the sale, a copy of the Outgoing Wire Request Form and a copy of the Voided Check with my name and account number. If you have any questions do not hesitate to contact me. Please help me get my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-12

Bexley, OH

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2019-08-12

Chicago, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-12

Lynn Haven, FL

Problem adding money

Money transfer, virtual currency, or money service: Mobile or digital wallet

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

Timely Response

2019-08-12

Atlanta, 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

2019-08-12

Amity, IN

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

2019-08-12

Saint Petersburg, FL

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

2019-08-11

VA

Problem when making payments

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

Problem during payment process
Complaint: I made a purchase using my USAA Cash Rewards Credit Card of {$630.00} on XX/XX/2019. I had a promotional balance of {$3000.00} with an APR of 0 % at the time of the purchase. On XX/XX/2019 I made a payment of {$870.00}. This payment was applied to the promotional balance, and only {$69.00} was applied to the purchase, with the remainder being subject to a 15.15 % APR. This appears to be in violation of Section 104 of the CARD Act of 2009. The payment should have been applied fully to the amount subject to the higher interest rate, and then to the balance with the 0 % interest rate. The company responded that payment allocation can not be changed, and that the balance will continue to accrue interest.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-11

Wattenburg, CO

Other features, terms, or problems

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

Other problem
Complaint: I opened a credit card with USAA, as well as a checking account for me and my then-minor son. We used them responsibly. We never had an overdraft, never a late payment, never a NSF, never a issue of chargebacks, nor any other banking issue. We received letters in XXXX that USAA decided to close our accounts, and the decision was final as well as they would not ex-lain why this was happening. It was very inconvenient to have to quickly update auto-pays, move money, open new accounts. It was especially frustrating because we had no negative history with the company, since the relationship began 5 years ago. My credit score is XXXX, my sons is XXXX. I think it has to do with XXXX but I am unable to prove that since the company will not release any info.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-10

Austin, TX

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

2019-08-09

Van Nuys, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: USAA MORTGAGE Approved our refinance loan of {$180000.00} and sent our " Final Disclosure '' on XX/XX/XXXX for an XX/XX/XXXX Consummation Date. We've already paid all property taxes and insurance through XX/XX/XXXX. On XX/XX/XXXX, at the time of signing- the Notary placed NEW " Final Disclosure '' on top of our Loan Documents changing the terms of the XX/XX/XXXX " Final Disclosure '' and forcing our hand in accepting the inclusion of escrowed insurance and tax payments. According to CFPB, it's against the law to give this less than 3 days notice before signing. We were coerced and this will negatively affect our finances moving forward, putting us at higher risk while also causing us to lose the benefit of controlling our own monies and using our credit to our best interest. USAA could not give any clear answers as to why they did this at the last minute as we were in the process for almost 2 months, nor would they offer any reconciliation. USAA then spent our valuable time having us continue to email and call them to re-hash the scenario to different representatives, also putting us on hold at 20-30 minute increments and eventually offered " hope '' that the servicer could adjust off the escrow. When we asked if having escrow taken off has ever happened, they said " No. '' We will lose the ability to make interest on the monthly payments to escrow and we will lose the ability to pay-down the principal during the year because of USAA 's incompetence with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Atlanta, GA

Opening an account

Checking or savings account: Other banking product or service

Unable to open an account
Complaint: I opened a account with USAA and it closed for no reason by USAA telling me that I had tried to run a scam by opening my account, would not give me the real reason. I was in the process of purchasing a car and the dealership who i selected must did not have a good rep with USAA so they closed my account because something that had nothing to do with me. In the process of filing a lawsuit because my account was closed without out cause and something that had nothing to do with me. It was not fair and I should not have had my accounts closed. They would not even tell me why my account was closed. I want my account reopened and a apology because I was accused of something that was not true.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Bessemer, AL

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Atlanta, GA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: Account was closed by USAA for no reason and was not even giving a cause for being closed. Had been approved for a XXXX XXXX with them and had opened a savings account and a Mutal fund and all were shut down without cause. The only reason I was given was there was so flaws with my application and something did not match up which I provided them with all the requested information. I plan on filing a lawsuit with USAA if they do not resolve my concerns this is not how you treat a customer. You cant accuse or close someone account without giving them a reason and the reason I was giving had nothing to do with me, because I selected a car dealership which I did not know had issues with usaa they should not have closed my account. I'm so upset about this and I will file a lawsuit because this is not right nor is it fair.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Chapman, TX

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

2019-08-09

Fort Campbell, KY

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 explanation

Timely Response

2019-08-09

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-08

AZ

Problem with a company's investigation into an existing issue

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

Problem with personal statement of dispute
Complaint: Claim Number XXXX On XX/XX/XXXX my fiance was involved in a collision in a parking lot at XXXX - XXXX XXXX XXXX XXXX XXXX, XXXX, OK XXXX. The collision was with our XXXX XXXX XXXX and a XXXX XXXX XXXX owned by XXXX XXXX. The XXXX was coming through a feeder lane in the parking lot West Bound while XXXX XXXX was coming south bound on along the main entry and exit lane of the parking lot. XXXX XXXX was traveling at a high rate of speed and distracted and entered the Southbound ( oncoming traffic ) lane and swerved out but not after the XXXX made impact. In all states in the US and XXXX the main entry and exit lane has right of way. My insurance failed to determine this. Placed me initially at fault of of XXXX % stating because XXXX XXXX was in the parking lot first she had right of way. They then dropped the responsibility to XXXX % with us at fault noting she swerved. I have submitted diagrams, correspondence, phone calls, and emails and my insurance is determined to fault me for a claim that they did not properly review. Currently there decision is final and they will no longer review my claim even after i have asked to have the claim reviewed by a different team. The whole process is broken. The communication is broken. They have mishandled the claim and in my belief they know this and to save embarrassment are not proceeding in a manner that is honorable to the what they represent as a company. It goes directly against what they advertise.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-08-08

Washington, DC

Other features, terms, or problems

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

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

Timely Response

2019-08-08

Omaha, NE

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Helllo, I attempted to transfer money ( {$1600.00} ) from my XXXX account to my checking account on XX/XX/2019. However, I inadvertently sent it to a USAA checking account I do not have access to. It's an active account but I am no longer listed as a user on the account and haven't been for over a year. When I realized the mistake I contacted XXXX ; the representative said that because the transfer was accepted by USAA that I'd need to call USAA to fix it on their end. So, I contacted USAA. The USAA representative said that because I do not have access to the checking account, there's nothing USAA can do and it would need to be resolved with XXXX. I contacted both XXXX and USAA additional times to relay what the other institution told me, without luck any time. Ive filed claims ( denied by XXXX, determined that it wasnt actually unauthorized activity ) and sent messages but both insist that it must be handled with the other institution. I also contacted the CFPB by phone but the representative said the only thing she could find was to contact XXXX, which of course, I've already done. The money didn't go to the intended recipient and I just want it to go back to originating account. I'm stuck and havent been able to find any potential resolution to recover the money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-08

NJ

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: In short, I attempted and electronic deposit using a banking app. The funds were placed in my account the day the deposit was made. Nearly 70 days later, the funds were taken/reversed from by account. Neither banks ( USAA FSB nor XXXX XXXX, XXXX ) has an explanation of where the funds are or how I can get my money back. On XX/XX/2019, I submitted an electronic deposit with USAA FSB in the amount of {$3200.00}. The deposit was made using the USAA banking app. The check was written by XXXX XXXX XXXX XXXX XXXX for medical claims. The account the check was drawn on was a XXXX XXXX, XXXX account. On XX/XX/2019, I notice that USAA had reversed the transaction and {$3200.00} was removed from my checking account. Below is a summary of the action taken after I noticed the reversed transaction : 1. XX/XX/XXXX & XXXX I notified USAA of the reversed deposit. I was told that it was part of a duplicate deposit. I was requested to contact XXXX XXXX and have them provide a copy of the cancelled check and USAA would do the research into the transaction. 2. On XX/XX/XXXX, I received copies on the cancelled check from both XXXX and XXXX XXXX. This copy was emailed to USAA. I was informed that it may take several weeks to resolve. 3. On XX/XX/2019, I was informed by USAA that this check was shown by XXXX XXXX as a duplicate transaction and that USAA was correct in reversing the deposit. Additionally, I was told this that this could only be resolved by XXXX XXXX. 4. On XX/XX/2019, I contacted XXXX, again, to research the transaction and to contact XXXX XXXX. 5. On XX/XX/2019, I received verbal confirmation from XXXX that the check was processed by XXXX XXXX on XX/XX/2019, as shown on the cancelled check. This payment had not been cancelled or reversed by XXXX XXXX and their account reflected the processed check. Please note, I did not attempt to cash or deposit this check at any other financial institutions. I have the original check and supporting documentation I received from XXXX and XXXX XXXX. I need assistance in resolving this issue. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-08-07

Manville, NJ

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

Durham, OR

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-07

Boise, ID

Managing an account

Checking or savings account: Savings account

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

Timely Response

2019-08-07

Council, NC

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