UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-08-07

Northside, NC

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

2019-08-07

CO

Closing your account

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

Can't close your account
Complaint: In XXXX, XXXX I paid my USAA credit card balance in full in the amount of {$7200.00} with USAA and requested the account be closed. They assured me it would be. In XXXX, XXXX USAA used my still open credit card account, against my will, to XXXX XXXX {$400.00} into my checking account as automatic over-draft protection. I did not want this as I assumed they had closed this credit card account in XXXX and have over-draft protection on my checking account with USAA in another form. I also destroyed the USAA credit card in my possession in XXXX and never used the account again assuming it was closed. Due to USAA not closing my credit card and charging {$400.00} in OD protection after I assumed the account to be closed, I called USAA to complain. They informed me that they could not pull any call recordings beyond XXXX and would not do anything to remedy the issue and would be sending my credit card account to collections. I have now paid the collections action in full but am very upset that USAA did not close my credit card account to begin with in XXXX and that they would not remedy the matter after I discovered what they did and confronted them with the issue. I would like a refund of the late fees and service charges and the negative credit reporting that resulted removed from my credit reports immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

Kailua, HI

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2019-08-07

Wilkes Barre, PA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

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

Timely Response

2019-08-07

Tacoma, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am having an issue with USAA regarding a fraud case concerning unauthorized withdrawals from my USAA checking account via XXXX and XXXX. USAA banking is making it very difficult to recover the money that was stolen from me when other financial institutions have helped me with this difficult situation. They gave two letters onXX/XX/XXXXand XX/XX/2019 respectively saying that they found no fraud, but have not given any explanation or offered any solutions on how to help recover my stolen money. I am a XXXX XXXX XXXXXXXX veteran who was robbed and am not a lawyer. I am frustrated, angry and feel lost. I was traveling as a way to heal and get over the trauma that I experienced as part of the recovery plan for after I retired from the service. The issue first occurred while I was traveling out of the country for an extended period of time. While I was traveling in XXXX, I had a travel companion with me who was transferring funds from my account to hers without my knowledge. I did not realize the full extent of the fraud until I came back to the US. She transferred a large portion of the money right before we got on the plane together in XXXX, but transferred smaller amounts before that. She used my phone to transfer money to her accounts via XXXX and XXXX. The total amount of fraud from my USAA accounts totaled {$11000.00}. A total of {$3200.00} has been recovered by USAA so far, but another {$8400.00} has not been recovered. To provide some more background information, there was fraud from other financial institutions totaling around {$11000.00}, all of which was recovered. The grand total of all of the attempted theft by this individual was around {$23000.00}. The portion that was fraud using my USAA VISA card was fixed easily by USAA ( {$3200.00} ). However, the fraud concerning my USAA checking account is where USAA is not cooperating. The fraud here involved XXXX and XXXX transactions. It seems like USAA operates different departments separately where they have different policies. USAA gave their written response in a short letter saying that they concluded their investigation on XX/XX/2019. Amazingly, in USAAs written response and on the phone, nobody seemed to address the fraud from the XXXX transactions. This fraud totals {$2500.00} and was drawn from my USAA checking account between XX/XX/2019. There was another letter that was just as vague dated on XX/XX/2019 saying that they made a conclusion based on an investigation that began on XX/XX/2019. This means that they spent less than a day investigating. It does not say what it addresses but supplies a reference number XXXX. When I tried to contact the USAA banking department for a response as to why they concluded in the letter that the transactions were not fraudulent, I received numerous unhelpful answers. Usually the person I spoke to would not know and would transfer me to someone else, and this would often result being placed on hold for a long time or having my call dropped. Often times the next person would not know and I would have to explain my whole situation again. This was very frustrating and took a lot of time and I felt like I did not matter. When I did finally talk to someone, I would get a variety of answers such as make a police report, hire a lawyer, reach out to the party who took your money or there is nothing that can be done. Another explanation that I received is the fact that the fingerprint reader was used to access the XXXX on my phone. What they didnt want to hear was that the person traveling with me had access to my phone and probably added her fingerprint to it without me knowing it. It seems like USAA turned a deaf ear to every explanation I had. Even for the police report I said so should I go back to XXXX and do that and they did not know. One representative from USAA even said that XXXX said that there is nothing that can be done. This is not true based on the fact that XXXX themselves even reversed the fraud on the XXXX fraud ( more on that below ). In addition, lots of the fraud was done via XXXX and even the USAA credit card division reversed some of it. This was really demoralizing and felt like I did not matter. In fact, it felt like I had been robbed twice. The person who originally robbed me was someone I trusted, and I felt the same way about USAA. And again, nobody addressed the XXXX fraud. In addition, she also stole from my XXXX XXXX XXXX account, my XXXX XXXX XXXX, my XXXX XXXX Account and XXXX XXXX XXXX XXXX Accounts as well using the same scheme via XXXX and XXXX. I am including this information to show how this was a larger scheme and to contrast how other financial institutions handled it. Fortunately, all of these financial institutions were able to refund all of the amounts easily and rectify the situation. USAA has been the only financial institution giving me trouble about refunding the money that was stolen. To contrast how these institutions handled it, I included the statements and some emails from the other institutions as further evidence. The person who stole from me stole {$5000.00} from my XXXX XXXX card via XXXX. This was immediately picked up as fraud and reversed. They originally tried to charge over {$8000.00} but it was denied. XXXX XXXX even reached out and contacted me since it seemed suspicious sending someone so much money via XXXX. In addition, she also attempted to steal {$1500.00} with my XXXX XXXX XXXX XXXX via XXXX and this was also reversed easily. I attached the statement showing this. With XXXX XXXX XXXX XXXX, the fraud was done via XXXX on my checking account. This required a simple stop by in the XXXX XXXX branch where I signed a form to reverse it. This is shown as a {$4000.00} credit on my statement. Lastly, the person who stole from me used my XXXX XXXX to steal {$1000.00} that was reversed by XXXX themselves because they believed that it was fraudulent. My goal is to have USAA reverse the remaining balance that was stolen from that persons account and settle this case like the other financial institutions have. This will help to right a wrong that was done to me. How can USAA credit card division and other financial institutions realize that there was fraud, but USAAs banking division does not realize that there is plain fraud in front of them and refuses to help recover my the money that was stolen from me. The simplest and easiest way is to just reverse the transactions like every other financial institution, including XXXX credit and USAAs own credit card division did. In addition, I would like USAA to review some of their policies as to why I had to turn to the CFPB to help rectify this situation so that members in the future will feel valued and secure as members of USAA. The mission of USAA is to serve members of the military, past and present. I am calling on to them to live up to that ideal. Because I have felt that USAA does not care about me. I am a XXXX XXXX XXXXXXXX retired veteran and the {$8400.00} that I am missing means a lot to me. I attached some supporting documents showing statements from other institutions refunding the charges. You can see the XXXX Charges XXXX XXXX. The XXXX XXXX one shows a refund for several XXXX for the unauthorized XXXX transactions ( shown as adjustment credit ). I also showed how USAA refunded the credit card disputes but not the debit and XXXX disputes. Lastly, I have a PDF with a chart showing all of the transactions with USAA that I disputed, the date, the amount, the type and if it was refunded or not. Thank you for your cooperation with this matter Please note : I attached documents to this through the CFPB website but there is no way to verify if they uploaded. So if they did not upload I apologize.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

Chicago, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX, my husband deposited two checks into a joint account we have togther, one was overage from a title company and one personal check. Both checks were held for review ( not out of the ordinary ) so we waited. On XX/XX/XXXX, my husband tried to login to our bank account and gets a notification that the account has been frozen, not allowing us to withdraw funds. He called USAA to find out what the matter is and he is told the checks were being held for review and that the process takes 3 days and to wait till Monday for it to clear. He call Monday XX/XX/XXXX, account is still frozen, told to just wait longer. I also called, and they would not give me any information about how long we would be without funds and said that it was with the fraud department. Call XX/XX/XXXX, told to just wait longer. Keep in mind, the two checks aren't the only funds being held, it's all of his funds. Why is all of my funds being frozen if they were investigating the checks? Also, if they were investigating, why didn't they contact me? Why did I have to contact them to find out this information? Still awaiting resolution to this, and as of right now, we don't have any ability to take out money from my bank. They have given us no information as to what can be done to resolve this, and on top of that they keep saying they are investigating " attempted fraud '' which is downright insulting that they would automatically assume my husband was committing fraud, before a full investigation. My wife and I have been taking turns calling up USAA to get our account unfrozen. I doubt this will hasten the account to be unfrozen but it is cathartic to vent. Although both checks have cleared into our account, we are unable to access $ XXXX of our own money!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Always have a XXXX business day hold on all deposit, today even put an account restriction with unknown reason and unknown resolution date. The account is just completely restricted, unable to pay my bills or anything like that.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

Bellview, FL

Problem when making payments

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

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

Timely Response

2019-08-06

Birmingham, AL

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

2019-08-06

Washington, DC

Other features, terms, or problems

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

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

Timely Response

2019-08-06

Nokomis, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-06

Arlington, VA

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Complaint: I have communicated with USAA in writing and by telephone for almost two years regarding USAA Bill Pay. All of my complaints have been met with sympathy and promises to " look into the situation ''. All of my correspondence, phone calls, and faxes to USAA have been kept. Yesterday, I notified USAA that for the second month in a row, my payment to XXXX XXXX did not arrive. XX/XX/XXXX payment was never received by XXXX and to date, XX/XX/XXXX payment has not been received. Payment was due on XX/XX/XXXX. The USAA representative I spoke with said that XXXX payments were being sent electronically however for the last two months a decision was to make payments to XXXX by check. USAAs policy reads, Payments are issued electronically when possible, which takes 1 to 2 business days to process. For billers that don't accept electronic payments, a paper check is mailed through the U.S. Postal Service, which takes about four days for delivery. XXXX continues to accept electronic payments, so why would USAA decide to mail checks in lieu of electronic payments when their policy states otherwise? The USAA representative initially said that XXXX was to blame suggesting they take longer to process checks once received. He is incorrect. XXXX processes payments on the same day the payments are received. The USAA representative also told me that USAA does not reimburse customers for the late fees they incur. Clearly, USAAs policy states otherwise. If the payment doesn't post on time, we'll cover up to {$50.00} in late fees, penalties or related finance charges. Over the course of two years, I incurred more than {$50.00} in late fees and interest. Therefore, I expect USAA to comply with their written policy and reimburse me no less than {$50.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-06

Agua Dulce, CA

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

2019-08-05

Ft Belvoir, VA

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

2019-08-05

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-08-05

Ladson, SC

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

2019-08-05

Manchester, NH

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-08-05

Huntsville, AL

Incorrect information on your report

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

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

Timely Response

2019-08-05

San Antonio, TX

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: In XX/XX/XXXX I received a letter from USAA on behalf of XXXX XXXX XXXX of the servicing company XXXX. It shows they found a delinquent tax bill. I immediately responded to show documentation of the deferment account I was approved for by the XXXX XXXX XXXX XXXX and explained I was not delinquent or in default. I called USAA and was on the phone for a considerable amount of time while my situation was being assessed and was told that this notice was sent in error by the service companys tax company and to disregard. XX/XX/XXXX Then I got the notice dated XX/XX/XXXX that USAA paid my tax debt of {$13000.00} in early XXXX and that it was to be paid back over XXXX year with an increased payment of {$1500.00} from {$380.00}. 5 years of property tax deferral to be paid back in 12 months. Its an impossible situation that could cost me my only asset, my home. That payment is almost the full amount of my XXXX, social security XXXX check. I called the XXXX XXXX tax office who assured me I had not made an error and confirmed that they were sent the entire deferred amount in XXXX. She apologized that this has happened and said it has occurred with other lenders and the instruction for remedy is for USAA to email them to request the return of that full payment to restore my deferred taxes. This is an entitlement program in the Property Tax Code that I was encouraged to apply for and was reassured multiple times that it was a solution in my case of being permanently XXXX and trying to manage being a single parent taking care of my mother in XXXX. After calls and emails on XX/XX/XXXX I have yet to have a reply from USAA. I was told my file was escalated to an AVP at XXXX ( not USAA XXXX. But still heard nothing after one week.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-08-04

Philadelphia, PA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Hi, I'm submitting this against XXXX XXXX XXXX. Facts : I secured a VA home loan through USAA on XX/XX/XXXX for {$400000.00}. The mortgage was recorded into the XXXX Department of Records on XX/XX/XXXX from me to XXXX/USAA. The Deed was also recorded from the previous owner to myself on XX/XX/XXXX. For over ( 2 ) years there was no other recorded document, until XX/XX/XXXX. At that time XXXX/USAA assigned the mortgage to USAA, however, an individual named XXXX XXXX represented himself as the assignee for USAA, thus creating the appearance the assignment was properly executed. XXXX XXXX, in fact, is not a representative of USAA and he is a " document control specialist '' for XXXX XXXX XXXX. The reason for this is because I have fallen behind in my mortgage payments and " USAA '' has started the foreclosure process against me on XX/XX/XXXX. I will say that I have no intention of defaulting on my mortgage, and I have become delinquent because of a separate pending matter involving a signature of mine that was forged. This matter is currently pending in XXXX Court of Common pleas Case no XXXX, where I currently have a motion for summary judgment pending. This case has damaged me in excess of {$100000.00} and I plan to recover those sums shortly. Now USAA changed service providers shortly after my initial purchase in XX/XX/XXXXsince XX/XX/XXXX the service provider has been XXXX XXXX XXXX. It is reflected in my credit statements that my initial loan was sold, but there are no recorded documents stating such nor an assignment of a mortgage, ever. Therefore, XXXX XXXX XXXX knew this problem of the chain of title and hired XXXX XXXX XXXX XXXX to initiate the foreclosure process against me, but they claim they are representing USAA in the Court of Common pleas Case # XXXX. I know that the current loan number they purport I am in default of no longer exists as of XX/XX/XXXX. The VA Case Number to that loan is XXXX, MIN : XXXX, Loan # XXXX. XXXX XXXX XXXX have gone so far as to redact every single reference number in their complaint, attempting to further XXXX fraudulent scheme, but after looking up the MIN I found that the current loan was is in fact serviced by XXXX and the investor in XXXX XXXX. Again, there is no record of the loan XXXX being assigned to XXXX, thus they have no standing, so they are operating under the impression through XXXX that USAA is attempting to foreclose, but the MIN will prove they do not have standing either. Furthermore, my XXXX credit report made me aware that on XX/XX/XXXX, my mortgage was reported as " Bank Adjustment/Deed in Lieu/ Bank Liquidation '', this is wildly illegal as I never received any notice and in XXXX it is mandatory that even before foreclosure proceedings can commence the borrower attend housing counsel in City Hall. This counseling did not take place until XX/XX/XXXX, yet somehow my mortgage was already deed in lieu. Even further, the original loan reference again XXXX, executed on XX/XX/XXXX and reported into the Recorder on XX/XX/XXXX, contains a robo-signature from the USAA representative XXXX XXXX XXXX. This is one of the most flagrant fraudulent conveyances I've ever seen and it seems to be common practice for XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-03

Lacey, WA

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

2019-08-03

IA

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
Complaint: I received a call from ( XXXX ) XXXX identifying themselves as USAA - for which I have multiple accounts. They said there was a " change in my status '' and asked for my social security number, which I foolishly gave them. When they asked for my login information, I told them I did not feel comfortable giving them this information and would call USAA myself. USAA can not verify that this is their phone number and I am worried someone has accessed my social security number. I would like to know what I can do to protect myself. Thank you -
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-02

Effingham, KS

Improper use of your report

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

Reporting company used your report improperly
Complaint: On or around XX/XX/2016 XXXX XXXX XXXX or XXXX XXXX, or XXXX XXXX XXXX XXXX XXXX, Accessed via XXXX XXXX XXXX XXXX, sensitive consumer data, upon collecting this data and information, someone claiming to be a 3rd party to my XXXX XXXX XXXX showed up and took pictures of my vehicle, inquired into my payment status, I spoke to USAA directly and made payment arrangements and was up to date on the payments after being late. Yet, someone accessed my consumer report, and was pretending to be a 3rd party representative of USAA and claimed to be there to take pictures for USAA in case they had to reposes the automobile. Upon asking USAA was informed they do not hire 3rd parties to go out to a consumer 's home and suggest the vehicle is going to be reposed, especially if they have provided confirmation numbers and statements contrary to such action. That person was not a 3rd party affiliate of USAA nor compensated by USAA to harass the consumer at XXXX XXXX XXXX XXXX XXXX ks XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-02

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

Timely Response

2019-08-02

Burien, WA

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