UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-12-12

Grand Prairie, TX

Delinquent 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

2015-12-11

Fort Worth, TX

Account opening, closing, or management

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

2015-12-11

Itasca, IL

Deposits and withdrawals

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2015-12-11

Scottsdale, AZ

Transaction issue

Credit card:

Complaint: I was billed twice for XXXX XXXX XXXX for XX/XX/XXXX season. I have been double billed for my XXXX XXXX XXXX account for XXXX. Initial charge was on XX/XX/XXXX XXXX XXXX XXXX XXXX - SEASON XXXX CA {$99.00} Subsequent charge was on XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX/XXXX {$99.00} I have written XXXX emails to XXXX XXXX XXXX support at XXXXXXXXXXXX I have also disputed the charge with XXXX twice and had long discussion with them for second dispute. The second dispute was denied today as they said it was not the same merchant. That an online merchant could use multiple billing methods seems beyond their comprehension.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-12-11

Little Rock, AR

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I had several different accounts with USAA. Due to ongoing rudeness, lies and general incompetence, I moved all my business away from them. I no longer have any of my financial business with them. They still have XXXX credit inquiries being reported on my credit report. Since I have no financial business with them and never will, I think it 's fair that these be removed. But USAA is doing all they can to damage my credit. My score was XXXX before they started their campaign against me. I want their inquiries removed. Can you help me get that done?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-11

TX

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2015 I was written a check in the amount of {$270.00}, from XXXX XXXX, with an account from XXXX XXXX Bank. I attempted to deposit the check thru USAA 's mobile deposit, via my cell phone. I got a couple of error messages and decided to go to my local bank, XXXX, to deposit the check. The next morning, XXXX XXXX, I noticed that both banks accepted the deposit. I called both banks immediately and explained the situation, then I asked XXXX to call her bank and explain the situation, she did. USAA advised me to let the transaction happen and XXXX of the banks would reject the deposit. XXXX also informed me that XXXX of the transactions would be rejected. Within a few days I noticed that XXXX had returned the check and charged me a {$5.00} return fee, which I expected. The funds from the check were still in my USAA account. XXXX XXXX, 2015 the funds were pulled from the USAA account. I contacted USAA and the representative told me that the funds would be returned to XXXX XXXX 's account. I contacted XXXX and she explained to me that the funds were debited XXXX, then credited once and charged an overdraft fee. We waited a few days to see if the funds would be returned to her checking account, which never happened. I called USAA again on XXXX XXXX and they told me that the funds had been taken out of my account by the Federal Reserve and put into an account at XXXX XXXX, because it was a duplicate check. USAA told me that my local bank, XXXX, would have to take over and that it was no longer in their hands. The same day I called XXXX and spoke with the branch manager, and she explained to me that the check was not returned due to a duplicate item, but because there were insufficient funds in the XXXX 's account. I was advised to contact the Federal Reserve and give them the reference number that USAA gave me. Ref # XXXX. When I contacted the Federal Reserve they told me that USAA had given me the wrong information and that USAA would have to call on my behalf. The women with the Federal Reserve never asked me for the reference number, but instead suggested that I file a complaint if USAA refused to help me with the situation. I feel like USAA has given me the run around and ca n't seem to answer any of my questions correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-10

Meskegon, MI

Problems caused by my funds being low

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

2015-12-09

Encino, CA

Application processing delay

Credit card:

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

Disputed: Yes Timely Response

2015-12-09

Mabank, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On Monday XXXX/XXXX/2015 my wife and I were in XXXX XXXX, Florida closing on a second home ( condo ). We attempted to withdraw {$950.00} dollars in cash from an ATM and while doing so our account was placed on fraud alert by USAA. We have been banking with USAA for about five years. We have XXXX daughters ages XXXX, XXXX, and XXXX. We are tied to their accounts because when we had accounts at XXXX XXXX they were taking large fees each month because they did not have high balances, or real estate. We switched to USAA because this would not happen to them and they could still have checking and savings accounts. Two weeks ago we began the process of buying a condo in XXXX XXXX as a beach home. I took out a XXXX XXXX XXXX loan of {$50000.00} to pay for the condo and to furnish the home. We contacted USAA to wire {$30000.00} to a title company in XXXX XXXX. On Monday while in XXXX XXXX, my wife attempted to increase our daily withdrawal limit from the existing {$610.00} per day up to {$2000.00} per day. After getting {$500.00}, and increasing the limit via the USAA automated phone process and attempting to get more cash for some furniture purchases our account was put on fraud alert by USAA. We called USAA and were told it would be 24 hours before this could be resolved. They told us to use the USAA Credit Card and they gave us PIN to withdraw cash off of their credit card which accrues expensive interest. Since we were sitting in a rented truck at {$100.00} per day we had no choice. Twenty four hours later the hold on our account was still not lifted and we then discovered that it was affecting our XXXX daughters accounts as well. We could not pay our bills, access our funds, buy food, gas or anything, and neither could our daughters. Our oldest lives in XXXX. Our middle daughter has her own life in the same town we live. Our XXXX year old was home while we were in Florida and unable to buy groceries. Twenty four hours later calls to USAA they told us it would be three to five business days before we could get any resolution. They are holding our accounts hostage and will not let us assist in even disputing what is going on as we are locked out of online viewing as well. Another call by me to the Executive resolutions department I was told I should have notified them I was leaving my place of residence to do business. The last time I looked Florida was a state in the United States and not a foreign country. They now say it could be one to two business days to resolve. So now we have gotten XXXX different stories from XXXX different USAA employees. My family can not live this way. They are stopping me from paying my mortgage, buy groceries, gas, and just live. They have all of my daughters accounts frozen and they ca n't conduct business either. They say they sympathize with us, but they have to do an investigation and we are helpless to do anything. We are tied to our daughters accounts because they are young and do not have credit established. Please help us fast as USAA is going to destroy my XXXX credit rating with us being unable to pay our mortgage and our credit card bills. At no time were we notified via phone or email that there was potential fraud. They would not work with us to identify what they believed was fraud. They just put us in financial limbo. This is my money and they say they are protecting us, but wo n't work with us. We used their phone app to increase our withdrawal limit, but still got put on fraud alert. We used what they put in place to do our banking. USAA does not have brick and mortar banks around the country so we must use other ATMs to withdraw funds when needed. There is no fraud and if their was some hack happening they could have worked with us to resolve and not have to wait an unknown amount of time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-12-09

Baton Rouge, LA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: USAA has reported me to XXXX and XXXX for fraud. It is prohibiting me from getting a bank account and they refuse to lift it even after I clearly explained to them the error I made in processing an online transfer. They are costing me business with banks and I would like the negative reporting removed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-12-08

Williamston, MI

Closing/Cancelling account

Credit card:

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

Disputed: Yes Timely Response

2015-12-07

Belle Valley, PA

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-12-04

Louisville, KY

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: My complaint is a personal complaint but has ramifications throughout the mortgage lending industry. I recently agreed to a 15 year [email protected] % a very good rate that has since moved higher. However, I now believe my bank, USAA, is intentionally slowing the closing process down. We were supposed to close XX/XX/XXXX. It has been rescheduled five times! The last two of which were canceled 10 minutes before the signing, as I was on my way to the meeting! However, this is not my complaint. I see a broader issue here where banks can extend people 's refinance dates in order to potentially earn extra income from the existing loan ( given they continue to hold the original loan. ) I have no recourse. I complain but ca n't be refunded for the two extra mortgage payments I have paid and the {$800.00} in higher interest I have had to pay. Industry wide this practices costs consumers significant sums of money. I would love to work on an industry panel or regulatory body to fix this issue. Possible solutions could be a limited timeframe to complete a loan after which the bank will pay the difference in interest owned. Thank you for your time, I hope this reaches someone who will help people without any power.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2015-12-03

Bronx, NY

Communication tactics

Debt collection: Credit card

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

Disputed: No Timely Response

2015-12-03

Fayetteville, NC

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

2015-12-03

San Francisco, CA

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2015-12-03

Arco, CA

Billing disputes

Credit card:

Complaint: So, this is the fourth complaint about USAA. They keep putting adjustments on my account and i have proof. then I write to them and file a dispute that they " lose '' and now they have turned me into collections. so, they lied and said they did n't adjust my account for XXXX. And that i lied about them, so I will upload that credit card adjustment. MONTHS after a dispute was closed they added a {$500.00} charge to my account and though I have told them, they are charging late fees and finance charges over and over and telling me that I owe this money without proof. they adjusted my account for XXXX dollars and it was not a purchase. they are charging late fees and finance charges and have turned me into collections. they are saying they gave me this money and I have asked for proof. When I asked why they put XXXX back on my other card, they instantly lied and said they did n't do it. I am attaching both adjustments. The XXXX was removed. They XXXX was not. They keep lying about it. I want proof of why they keep adding money to my card which is not purchases and i do not owe MONTHS after a dispute is closed. Please help me, I have filed over XXXX disputes with the company that they claim to lose.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-12-02

Williamsburg, VA

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-12-02

Darmstadt, IN

Account opening, closing, or management

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

2015-12-02

Yeagertown, PA

APR or interest rate

Credit card:

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

Disputed: Yes Timely Response

2015-12-02

Chapel Hill, NC

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: No Timely Response

2015-12-02

Chicago, IL

Closing/Cancelling account

Credit card:

Complaint: On XXXX XXXX, 2015, I logged into my XXXX Credit Card account to make payment. I could not access my online due to account being blocked from online access. I contacted XXXX on XXXX/XXXX/2015 regarding the message received. I was advised to send in documentation of my XXXX from the military. XXXX documents were fax to XXXX on XXXX/XXXX/2015, fax confirmation # XXXX at XXXX. Several days later I called XXXX to inquire of the status of those documents and was told that the documents had not been received. I faxed another copy of the documents on XXXX/XXXX/2015, fax confirmation # XXXX. I called XXXX Bank regarding the status of my reference account member # XXXX and was told by someone from the Executive Resolution Team that they did not know why the account was closed, as he could not see the reason. I requested to pursue this matter in an appeal process because I should know the reason why my account was closed. I have been a member of XXXX bank and have never had any issues with my accounts including making on time payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-12-02

Bedford, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: UISAA has confusing balance issues that causes bounce checks and over drafts. They also have cleared items problems that makes no sense. Usually an Item is cleared and a few days later, it shows as just coming out of our balance. We are never sure sometimes what 's in our account or not. My husband and I are both XXXX veterans. We had insurance with USAA Federal Savings Bank for over 10 years now. They declined giving us insurance in XXXX after we moved back. We filed for insurance change XX/XX/XXXX From XXXX to XXXX. They said we are high risk and they can only continue our XXXX policy that we already had with them even though we 're in XXXX. My husband is a XXXX XXXX veteran of the XXXX XXXX. I 'm an XXXX XXXX XXXX XXXX XXXX veteran. I joined USAA XX/XX/XXXX, when I got XXXX. USAA used to keep their word, but now USAA does not care about their members anymore.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-01

Southern Pnes, NC

Account opening, closing, or management

Bank account or service: Savings account

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

Disputed: No Timely Response

2015-12-01

Blackbird, DE

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I am a current XXXX and also in the Military and work XXXX jobs and go to school XXXX I have had several issues pertaining to USAA Bank and paying my creditors accurately, they process the payment and then the creditor can find the payment. For example onwed eve XXXX XXXX a payment was made to XXXX with a confirmation number and they see the payment attempt and yet the money is still not posted to the XXXX account. Now my XXXX services are delinquent and suspended. USAA Bank also has for the past 3 months paid the XXXX and taken the money back as well as XXXX water for the past 3 months when their is Sufficient Monies in my bank account forcing me to accrue banking fees each time with USAA Bank and the creditors. When I call USAA Bank they cant find the money and accused me of using an old card that was cut up months ago moreover I can not speak to a Supervisor until XXXX hours later. This is very frustrating and would deeply appreciate your help in resolving this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response