UNITED SERVICES AUTOMOBILE ASSOCIATION

2016-01-05

Wickes, AR

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I am a XXXX veteran and have a checking account, XXXX investment accounts and XXXX vehicle insurance policies with USAA. I have been depositing the same weekly payroll check via the USAA mobile app into my USAA checking account, for the same amount and drawn on the same corporate bank for over 2 years without problem. My funds have immediately been available to me in the past. USAA has begun to " hold '' my checks for the entire deposited amount for 8 days before releasing and allowing access to my funds. Just yesterday I deposited a payroll check so that I could pay a car insurance premium and was stuck with a " hold '' on my check until next week. I had the same thing happen on a deposit XX/XX/2015. The hold is placed on the deposit for 8 days and then the funds are made available. I had been in the VA hospital and my auto insurance policy is about to be cancelled so I needed to pay it after depositing my check. Now thanks to USAA I will not be able to do that and after speaking with them there is nothing that can be done to reverse this " deposit '' so that I can cash my check somewhere else and conduct my business. USAA customer service and product policy has become very customer unfriendly to the point that I am cancelling all of my accounts ( auto, investment and checking ) with them. If you want reasonable and timely access to your hard earned money you should avoid this " bank '' and deposit it into a real bank that has a real branch near you. Meanwhile, I am stuck waiting for this smug " bank '' to release my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-01-05

CO

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: XXXX XXXX, XXXX I logged onto my USAA account, per usual, and through sheer luck noticed a small link at the bottom right, greyed out but it said, " hidden accounts ''. I had never seen that before so I clicked on it. It immediately showed a personal loan for {$2500.00} and a checking account for {$5000.00} which had already begun showing negative. However, my usual checking account, savings account, CD, and credit card were never affected. I never opened those accounts and was never contacted or notified they had been opened, so I immediately called USAA. The fraud dept stated they would run an investigation and I should hear from them in 24-48 hours. In the meantime, my account access would be on hold. I asked if I should contact police and was instructed not to do so yet and to wait for inquiry to be completed as I would need that info to file a police report. After 48 hours, and not having heard anything from bank, I contacted USAA and was bounced around to several depts, as well as several reps. In all it took 3.5 hours to speak with someone who stated the investigation was still underway and that I would have no access to my money until internal inquiry was completed. They then informed me there was no way of knowing how long that could take and that they apologized for the fact I was going to be evicted due to not being able to pay rent. I called nearly everyday to find out what was going on, and nobody would answer me. They kept telling me it was out of their hands until the investigation dept told them otherwise. I called again on the XXXX of XXXX. The rep stated the inquiry was complete and that USAA would no longer be doing business with me. My accounts would be closed and my money mailed to me within 30 days. Once again, nobody was able to explain anything or any justification of my account closing or status of inquiry. XXXX XXXX, after having filed a police report was contacted by Detective who said he spoke with USAA investigation unit and was informed account had been closed due to loss of over {$5000.00}, but that inquiry did not show fraud on my part and I would be contacted soon. XXXX XXXX, received letter from USAA stating account was not fraudulent and I was being held responsible for checking account which had now been allowed to go {$8000.00} into the red. Contacted Det. who was furious as he had been lied to. He contacted USAA who informed him they did not believe I had opened account but stated I must have given account info away on purpose as there was no way anyone could possibly hack the account on their own. The police report was filed with all info covering my side of story. XXXX XXXX, XXXX letters received from USAA stating I 1 ) needed to pay on both {$8000.00} checking as well as {$2500.00} dollar personal loan within 30 days or I would be reported to Credit Bureaus and legal action would be taken, and 2 ) If I wanted access to the information used to decided my guilt then I could contact the number given. I contacted USAA with the number given and after XXXX different individuals, eventually spoke with XXXX ( supposedly an executive with banking in XXXX XXXX ) who told me they would not relinquish any of the findings of the report to me but only to a legal representative, such as the detective I mentioned. He actually laughed when I asked for his direct number. So it is the XXXX of XXXX, XXXX and I still have no access to my hard earned money. USAA refuses to give me access to any information pertaining to facts and methods used to determine the decision on my case and they are currently threatening bad credit scores as well as informing me of all the fees I am accruing on my " delinquent '' accounts. I can not access my account so I have no way of pulling documents off or showing anything to anyone. USAA will not allow access back onto the online service as well and all accounts are discontinued per them. Is there anyone who can help me?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2016-01-04

NC

Taking/threatening an illegal action

Debt collection: Credit card

Threatened arrest/jail if do not pay
Complaint: Usaa. Debt collection tactics with XXXX
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2016-01-04

Discovery Bay, CA

Billing disputes

Credit card:

Complaint: USAA credit card services ( -XXXX ) continue to send me statements for {$3000.00} plus dollars for merchandise that they own and are in possession of!! Besides being unethical, it is also illegal to bill me for something I do n't have or own!! USAA has been very unprofessional and refuses to acknowledge this issue. USAA has also been charging me interest on that {$3000.00} plus dollars and refuses to stop, they also owe me {$150.00} for shipping charges!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-01-03

Richmond Hill, GA

Taking out 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

2016-01-02

Queen Anne, WA

Using a debit or ATM card

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2015-12-31

Sun City, AZ

Problems when you are unable to pay

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2015-12-31

City Of Spokane Valley, WA

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-12-30

Randolph, MN

Settlement process and costs

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-12-30

Portland, OR

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-12-30

NC

Bankruptcy

Credit card:

Complaint: XXXX customer service on chip XXXX XXXX affinity cards with chips disputes overdrafts interest rates and credit lines and crime victims of identity theft tied to other affinity cards like wounded warriors and XXXX XXXX XXXX XXXX and XXXX XXXX venture when ofac deposit bases are concerned
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-12-30

Syringa, VA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I made a deposit to my account with USAA on XXXX/XXXX/15 and received a confirmation stating it was received and PROCESSED on XX/XX/2015, however when XXXX items were presented that night they were returned. I have attached the PDF I made of my confirmation for evidence. When I called and spoke with a representative he claimed the deposit did not post until XXXX/XXXX/15 and as a result they returned both items. How can they justify returning my items after they misleading me to thinking my deposit was effective on XXXX/XXXX/15. They claim they have a cut off time and I made my transfer after this time, but this not posted on there website, nor did my transfer confirmation show an effective dateof XXXX/XXXX/15. More importantly the funds reflected in my available balance immediately after the transfer. This is extremely deceptive and only allows USAA to charge fees to clients unfairly and create financial havoc.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-12-30

Charlotte, NC

Problems caused by my funds being low

Bank account or service: Savings account

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

Disputed: No Timely Response

2015-12-29

El Paso, TX

Unsolicited issuance of credit card

Credit card:

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

Disputed: Yes Timely Response

2015-12-29

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2015 I attempted to withdraw XXXX XXXX XXXX from an ATM in XXXX XXXX. There was a mechanical/electronic malfunction with the ATM machine and no funds were received by me. The bank is reversing the temporary credit issued in Favor of the issuing bank. I am adamant that the funds were not dispersed and the machine suffered a failure. An ongoing complaint # XXXX with USAA and I am awaiting indisputable proof that the funds were received!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-12-28

Agua Dulce, TX

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-12-28

Flushing, NY

Payoff process

Credit card:

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

Disputed: No Timely Response

2015-12-28

Ruston, WA

Credit decision / Underwriting

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-12-24

Lawton, OK

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-12-24

Federal Way, WA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I have auto insurance, banking, and a homeowner 's policy with USAA. I am a XXXX vet who has trouble with short-term memory ( service connected at 90 % ). Last XX/XX/XXXX ( approximately ), my auto policy became wonky and there was some misinformation going back and forth. I spoke to someone in XX/XX/XXXX as I got a notice of cancellation. She helped me square things away, and stated the policy would not cancel after I made a payment over the phone. She also helped me change the billing date to XX/XX/XXXX, and explained the payments would be about XXXX per month. A week later, letters started arriving about cancellations, forcing me to pay the full policy up front, lapses in coverage, etc. I continued to make XXXX a month payments as I gave up. On XX/XX/XXXX, I opened up a XXXX Auto Policy and sent a letter to USAA to cancel my auto. I called today and was told my policy was cancelled for non-payment. Here 's where it gets worse. I tried to log on to access my bank account and my homeowners policy, and the system would not allow me access to these XXXX current accounts, stating I must call due to an issue. I called and was transferred to many people, and in fact XXXX of these folks refused to help ( especially a male in the banking side who forwarded me without helping me out ). USAA, who says they care for our Vets, do n't realize that XXXX and frustration do not help us out and that I was extremely XXXX after being passed around like this with many people in different departments. I told them, all I want is to access my bank account as it is XX/XX/XXXX. They told me in order to access my banking, I would have to go to the auto side and pay the XXXX payment for an outstanding balance ( which I disagreed with ). I went ahead and made the payment, so I could gain access to my bank account. After the payment was made, I was then told I still ca n't access my bank account until the payment clears, but after checking with the manager she came back and said it refreshes after midnight. I asked why I can not access my bank account as this is separate from the auto insurance division. I even went as far as stating that this is ransoming my financial product ( by stating they were kidnapping my account ), which I understand is a silly statement, but was said out of frustration. After 65 minutes on the phone, the only thing I have is a paid account ( which I do n't owe because I gave them the date of my Progressive policy ), and still no access to my bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-12-23

Colo Spgs, CO

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-12-23

Bevis, OH

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2015-12-23

Chicago, IL

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2015-12-23

Dallas, TX

Advertising and marketing

Credit card:

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

Disputed: No Timely Response

2015-12-22

Northside, NC

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I transferred funds from my XXXX Checking Account to my USAA Checking Account on Friday, XXXX XXXX. This is not the first time I have transferred funds from and to these accounts. This is however the first time USAA has held all but {$100.00} for 4 business days, which has ruined my attempt at surprising my wife and son for XXXX. I called USAA to inquire why they were holding my money and was told that it 's due to my maintaining a low balance in this account ; that the amount being transferred ( {$630.00} ) was much higher than my average daily balance of {$40.00}. I only use my USAA account for work-related expenses ; to pay for parking, toll road fees and an occasional cup of coffee. I 've researched the XXXX, Title XXXX, Chapter XXXX, Subchapter A, Part XXXX, XXXX, which states electronic transfers should be available the next business day ; and I find no " Exceptions '' that speak to maintaining a low balance.There 's no reasonable business reason for this punitive rule other than to squeeze out a couple of pennies from each consumer. What this USAA ( Low Balance ) rule essentially does is penalizes consumers by holding their money hostage unless they maintain higher balances in their accounts. If they ca n't make money off of your money on a daily bases ( low daily balance ), then they 'll hold your money if/when you make a larger deposit and make money that way.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response