UNITED SERVICES AUTOMOBILE ASSOCIATION

2016-01-15

Dayton, OH

Privacy

Credit card:

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

Disputed: No Timely Response

2016-01-15

WA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I called the bank. They told me I had fraud on my account, so they locked me out. I can not access my account funds to pay my Bills ( I even asked if I could just close the account ). Now every time I call they want to over authenticate me. I have told them that I would get on skype with them and show them my face and my ID ( Drivers license ) in person. I do n't trust their authentication methods to begin with because it seems that they failed to protect me when they where suppose to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-15

TX

Advertising and marketing

Credit card:

Complaint: I applied and got approved for USAA XXXX World MasterCard. It came with a {$200.00} statement credit offer if I make XXXX purchases by XXXX XXXX, 2016. After I made XXXX purchases, I called USAA customer service to check when the statement credit will be issued. USAA denied the existence of this offer
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2016-01-15

Vallejo, CA

Billing disputes

Credit card:

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

Disputed: No Timely Response

2016-01-15

Three Bridges, NJ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Fraud was reported to my checking account with USAA within 24 hours of it happening on XXXX XXXX, 2015. Failure to respond to this with any adequate security measures, led to XXXX more fraudulent transfers to occur, insufficient fund charges to happen, and returned item fees. When the checking account became overdrawn by {$4900.00}, USAA allowed my " overdraft protection '', linked to my credit card account with them, to make {$5900.00} worth of cash advances to my checking account to pay off these fraudulent transfer of fund. I am now being held liable because I agreed to have the USAA Credit Card be my overdraft protection and because I stated that I may have been a victim of identity theft or an email phishing scam, they are making me liable. I believe there was a very convenient reason that they made this land on my credit card, instead of leaving this with the checking department to be resolved and disputed.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2016-01-14

Matteson, IL

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2016-01-14

IA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: XXXX, an online event ticket broker, charged us an incorrect ammount. We purchased tickets online for a XXXX XXXX Concert occuring on XXXX/XXXX/2016. During checkout they showed the total as {$250.00}. They charged our bank account {$1100.00}. We did n't know we were charged that much until we got the receipt. They will not even talk to us to resolve the issue. We contacted our bank to file a complaint and they did nothing for us. It should be noted that the tickets they sold us are still being sold today, from the venue sponsor for {$80.00}. XXXX tickets are only {$250.00}.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2016-01-14

Woodland, WA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I have been working for over 2 days to speak to someone who can help resolve an issue. I have been told several times that the procedure to so have someone call me back. So far no one has ever called back, when I call I am just told that the procedure is to put in for a call back and we go through the same drill again. I am concerned about the lack of resources to escalate any issues. The issue stems from being given incorrect information from a customer service rep. At this point I have lost complete trust in them to give correct information, or to return a phone call. We are going on 72 hours with this at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-01-14

Ft Belvoir, VA

Other

Credit card:

Complaint: XXXX is reporting my XXXX on my credit report twice. I disputed the duplicate information on my XXXX credit report and it was verified as having XXXX accounts. I only have XXXX and this information needs to be updated because it is negatively impacting my credit score.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2016-01-13

MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: USAA screwed up my escrow account for property taxes. Last year I was only in the house for 6 months so I paid half the taxes and they used that same amount that I paid last year for only half the year for this years taxes which were for a whole year. So now I need to pay {$2900.00} extra or add more to my monthly mortgage payment. They claim it was n't their fault and that the taxes increased but that is not the case the taxes are exactly the same all that changed is instead of only paying for 6 months we paid for a full 12 months. USAA also tried to sell my mortgage off only 2 weeks after we signed it. Something needs to be done about their shady business. They are supposed to help veterans and their families but all they do is cause grief.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-12

Allen Jay, NC

Transaction issue

Credit card:

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

Disputed: No Timely Response

2016-01-12

San Antonio, TX

Taking out the loan or lease

Consumer Loan: Installment loan

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-11

Doral, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2016-01-10

Gamaliel, KY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: When we refinanced our home, the paperwork indicated we could apply to remove the PMI from our mortgage on XX/XX/XXXX, prior to the automatic termination date of XX/XX/XXXX. In XX/XX/XXXX, I called to inquire and was sent application paperwork. After receiving the paperwork, I called to ask about the difference between a Broker Price Opinion ( BPO ) and an Appraisal, since the cost difference was substantial. I was led to believe a BPO was an external inspection of our home to ensure it had not fallen into disrepair. From my recollection, I was never told, nor were there any implications, that the realtor would be doing a detailed cost comparison to other properties. The inspection date was XX/XX/XXXX and I received the BPO along with a letter stating that I now needed an appraisal to remove the PMI. I reviewed the BPO and found several inconsistencies that substantially reduced the realtor 's price opinion of my home. I called USAA Federal Savings Bank/XXXX and asked to speak with someone in the escrow department, so I could discuss these inconsistencies and hopefully come to a reasonable solution. Customer service refused to allow me to speak with anyone, stating it was an internal department and they did n't accept phone calls. She asked if I wanted to dispute the BPO 's findings, which I did. She informed me someone would be in touch with me within 2-3 business days after they reviewed my PMI removal application. I never received a call, so I called again the following week and was told my information was under review with a XX/XX/XXXX deadline. Knowing I would n't receive a call on XX/XX/XXXX, I called again on XX/XX/XXXX only to be told by customer service that BPOs are not disputable, regardless of whether the data is accurate or not. I sent an email to the parent company 's web site ( USAA ) complaining about the process, in particular the errant BPO. While I received a nicer response from the parent company, the message was the essentially the same : " We do n't care if the BPO is inaccurate, because it works in our favor. If you want the PMI removed prior to the automatic termination date, you need to get an appraisal ( i.e., we get to charge you more money for the appraisal AND keep charging you PMI ). '' I have attached the following documents : a. BPO pages showing comparative sale data and comparative listing data b. XX/XX/XXXX Refinance appraisal page showing specifications of my home. c. Spreadsheet showing comparable sale data taken off USAA 's own web site, along with additional comparable sales found within our immediate neighborhood area. d. Spreadsheet showing comparable listings within our immediate neighborhood area. e. Letter to USAA parent company and response received. f. Outline of errors/inconsistencies contained in the BPO, along with an accurate cost comparison using one of the BPOs comparable listings.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-08

Chandler, AZ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-01-08

Owasso, OK

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-01-08

Richland, NY

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-08

Marana, AZ

Problems caused by my funds being low

Bank account or service: Savings account

Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2016-01-07

Berkeley, CA

Late fee

Credit card:

Complaint: On XXXX XXXX I looked at my credit card balance with USAA credit cards. I had noticed that my payments did not process. My payments are due on XXXX. So I immediately made a payment and called the bank. they charged me {$25.00} for each late credit card and this put my card over the limit. I asked them to please waive the late fee and they said no. I have never been late. I find this unreasonable. On XXXX I received an alert from a credit reporting agency that USAA had reported that I was late and that I was over the limit. This is also very unreasonable. The only reason I was over the limit was because of the late fee. This affects my credit which I have been perfecting for sometime. THis is bad business. I as only a few days late. This is not the XXXX time that I have had problems with them. I reported them a few times last year for closing accounts without notice.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-06

Scottsdale, AZ

Closing/Cancelling account

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-06

Scottsdale, AZ

Closing/Cancelling account

Credit card:

Complaint: I settled a debt around XXXX / XXXX. I have recently understood that for some reason, the USAA banking department is not aware of what the settlement department has completed on my account, and they still wrongly consider my past account with them as outstanding etc. It is difficult to get it handled when I call in and I wait on hold and get passed around.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-06

SC

Closing/Cancelling account

Credit card:

Complaint: XXXX XXXX President of USAA today I called about a complaint of consumer privacy compliance fraud violation exocuted by a member of your so called Resolution dept who hacked the online access of a XXXX member 's account. My company XXXX XXXX XXXX would like your response regarding the reason behind referring to a member 's political conservative party or views which is exploitative solicitation. When I recieved a welcome letter from XXXX XXXX into this company it was sincerely regarded that member privacy & the ingenuity of professional & ethical values could be intrusted. On behalf of my corporate associates it has been speculated that these actions were taken on behalf of you rather you knew it or not as a grinching of my XXXX. In regard to leadership & reconciliation I know that asking you to intervene is a plea to administer justification as an example to your subordinates. Last week XXXX USAA declared a liability of a technicality that was suspose to be resolved infractions but after giving my account an {$8000.00} credit limit increase it was not reported to you that a representative of your company exploitively invaded my account integrity. As the principal executive of this company it is your responsibility to monitor the hatred practices of you subordinates. I hope you can help restore my honor of service by granting my online access & credit card privilege that is truley an appreciative heritage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-06

ID

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I Had XXXX deposited into my account at usaa federal savings the money never posted to be used by us. The money was misappropriated ..so we turned to fdic and after talking with XXXX at fdic she worked out a agreement with usaa for us to be paid back at a interest rate of 40 % for every 2 weeks they held our money. And after atleast XXXX requests from XXXX for a copy we can not even get a return phone call from her ..we have recorded phone calls of her stating she was sending it, our complaint is for XXXX to provide a copy of the agreement or our money to be paid back at the agreed upon interest rate
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-01-05

Mableton, GA

Shopping for a loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-01-05

Norwich, CT

Transaction issue

Credit card:

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response