UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-12-01

Mill Creek, IN

Deposits and withdrawals

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2015-12-01

Arcola, VA

Making/receiving payments, sending money

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-11-30

Itasca, IL

Using a debit or ATM card

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

2015-11-30

IL

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I am an American solider contacting you in regards to several situations that have taken place with my bank account with USAA Federal Savings Bank. On XXXX XXXX there were charges made to my account from XXXX that I did not authorize in the following amounts of {$10.00}, {$31.00}, {$48.00}, {$54.00}, {$63.00}, and {$64.00}. I was logged into my account via computer and saw the transactions taking place right before my eyes. I immediately contacted USAA Bank so that the transactions would be stopped and my card cancelled. The representative I spoke with contacted XXXX and we found that the charges were taking place in another state. I was told that all the charges to my account would be replaced and I would receive a new card. The following Tuesday I received a new debt card but all the charges were not reversed. The next incident happened on XXXX XXXX with a check from a XXXX and XXXX XXXX being deposited to my account by mobile upload for {$2500.00} at XXXX. I had no knowledge of the transaction taking place. After the mobile deposit series of ATM withdraws took place from XXXX to XXXX for {$100.00}, {$200.00}, {$300.00}, a point of sale perches for {$490.00} and a {$1000.00} money transfer was made to an " XXXX '' through XXXX. I was later told by USAA that other attempts were made to take out more money but the system stopped those transaction by shutting down my card and putting a hold on my account. I was not notified by my bank that any of this was happening to my account I woke up the next morning to go and use my debt card and it came back declined. I called USAA and the representative I spoke to said to me that my account was under review due to suspicious active on my account. XXXX XXXX I followed up to see the status of my account and why it was under the review the people I spoke to could not give me an answer on why and how this has happen. XXXX XXXX I found out someone called USAA impersonating me saying that the check was from a good military buddy and asked that the restriction on my account be lifted to access the rest of the funds, later that same day I called to again check the status of my account and was not notified that someone else had contacted them pretending to be me. XXXX XXXX I called to check the status of my account and found out that the fraud department ruled that there was no fraud found with the check that was deposited into my account but the account was still under review. XXXX XXXX and XXXX I called to get an understanding of what took place with my account and how this could have possible happen. Efforts to get this information were not successful, I was left in the dark about the status of my account even though I had been calling nearly every day. XXXX XXXX I called demanding an answer on what happen to the money in my account and I was told that my account was going to be in the negative and that I was going to be responsible for the negative balance if XXXX occurred. I got a chance to speak with senior resolution representative from USAA and was told that I was found at fault for the situation with my account. I was told I must have been careless or negligent with my information or I must have gotten scammed to give out my information. He then went on to say the fraud department is very good at their job and there was no way this could have happen without me knowing or participation of the transactions going on. I told him that we had a class about protecting our personal information in basic training and that I would never do that. I told him that I get direct deposit from the XXXX and have never mobile uploaded. When I asked about them letting the check go through and the funds being available right away on that mobile transaction they had no real answer. Nothing was done to make sure the check was legitimate and protect me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-30

NY

Billing disputes

Credit card:

Complaint: After dealing with USAA and being told that they would not update my credit because a payment had not been made I got the answer I was looking for. USAA acknowledged they were wrong and sent a letter to the credit reporting agencies on XX/XX/XXXX that they need to correct what was reported. USAA claims they removed the late fees attached onto the account. I asked that they credit the payment that should have been made in XX/XX/XXXX of {$80.00} and for the XX/XX/XXXX payment of XXXX. They are refusing to give credit of the {$80.00} or {$44.00} as they are claiming they did not get a payment from me, even though I authorized both payments to come out and their representative did not set up the payments. They acknowledged to me in a letter XX/XX/XXXX that I did have a payment set up to come out XXXX which led me to believe I in fact had the first payment go through. No one at USAA can tell me why I was never called after my first payment did n't go through as the account was behind before the payment was set up with XXXX from their member debt solutions team. I then received a letter on XX/XX/XXXX stating that I was behind and needed to make a payment. When asked why I was never notified they could not respond. When asked why they could n't credit the account they said because they never got the payment ... even though there is a letter stating otherwise and that payments were set up. I told usaa and offered to pay the balance in full if they credited the XXXX and the XXXX to my account and that that remaining balance could be and would be paid off in full. This company is turning away my money and still holding my credit hostage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-30

Federal Way, WA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: We missed a couple payments on our HELOC around XX/XX/XXXX. We were attempting to short sale our home. We stabilized and began making full monthly payments around XX/XX/XXXX but did not get the arrears caught up for 10 months but we made full monthly payment for the full monthly amount due. The company reported to the credit agencies that we missed XXXX payments. They said they had the right to do that because the arrears where not current. They kept applying the new payments to the ones in arrears and reporting late payments for the current months we were paying. Do we have any protection from the law regarding this and if so what is the legal statute, where can I find it please? Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-30

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

2015-11-30

PA

Billing disputes

Credit card:

Complaint: Filed a dispute for charge of XXXX to my account. Company did not send product. Was told by USAA customer rep the company had sixty days to dispute my claim. If they received no dispute from the company the charge would be permanently removed. After filing the complaint the company sent me the product. I contacted USAA and told them it would be fine to keep the charge of XXXX on my accountWas told by USAA customer rep that the company had to dispute the claim. So I called the company and told them they had to call USAA and dispute the claim. Was told by their customer rep they did not know how to handle it and never received anything from USAA disputing the charge. I then called USAA AGAIN and talked to a customer rep who told me he could just removed the transaction and I could then send the company a check for XXXX. I agreed. I received a letter from USAA stating the transaction was removed. I sent the company a check for XXXX by priority mail and tracking number. The company received the check. I then received a second letter from USAA stating the charge was removed from my account and no further action was required on my part. A few days later I checked my account with USAA on line and discovered the charge of XXXX was again placed on my account. I called USAA AGAIN and spoke with another customer rep. He did not have any answer as to why the charge was again put on my account. He gave me a song and dance routine that stunk. I received XXXX letters from USAA stating the XXXX was removed. And sent the company a check for XXXX. Now the company will receive XXXX twice. Once from my check and the other from USAA.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-11-29

TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: My father and I both have been members of USAA, for over 25 years. Approx.. 2 years ago my father recognized his inability to care for himself and manage his responsibilities and chose to come live with me. In exchange for his living with me and my providing full-time care, we agreed to live off his retirement. I was made his power of attorney and also the executor of his estate. My father 's XXXX became progressively worse. His XXXX became prominent. In mid XXXX ( 2015 ), while attending to his bills by phone with USAA, they told me that he had " revoked '' the POA. My father never informed anyone of this. Unfortunately, XXXX XXXX, 2015, my father passed away. I do know that my father 's attorney stated that he could not make any changes to POA, as my father was now out of state. And, POA 's need to be changed through an attorney, witnessed. A USAA representative, XXXX XXXX, claims that he could and he did accept my father 's request to revoke the POA over the phone. XXXX XXXX also claims that my father informed him that he was not responsible for any debt in his name, and that I had created his debt without his permission and was using his credit cards without his permission. None of this is true. Without ever contacting me in regards to any of this, USAA, began closing my accounts. I was initially told by XXXX XXXX, that if someone could corroborate my claims, things could be reversed. My brother, did speak with XXXX XXXX, but nothing changed. Then XXXX XXXX, assured me a letter from my father 's physician would reverse the actions. XXXX XXXX, and USAA have been provided such a letter. They do not confirm receiving the letter much less take any action regarding repairing the damage. They refuse to discuss anything with me. I live out of country at this time, and I have no way to open new accounts else where, for banking, insurance, investments, etc. Not to mention all of my bills are now behind, and considered past due. I am sickened by all this, not to mention it is in the middle of mourning the death of my father. I have been a good standing member of USAA for over 25 years, and now this. Please Help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-28

Peoria, AZ

Billing statement

Credit card:

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

Disputed: No Timely Response

2015-11-28

Federal Way, WA

Other

Credit card:

Complaint: I opened the Secured Platinum Visa with USAA in XXXX 2015. This credit card was secured with the purchase of a {$1500.00} 2-year CD issued by USAA. I made a payment of {$1000.00} XX/XX/XXXX with no issues. I made a second payment of {$500.00}, which bounced. I was not informed of the payment being returned. When I became aware of the bounced payment, I noticed ( to my horror ) that the payment had been taken from a XXXX XXXX account that I had had to close due to fraudulent activity. I logged in to my USAA account and verified that in the drop down box that while the name of the account read " family XXXX '' the bank account information had defaulted back to the old bank account number. I re-added the new XXXX bank account information on XX/XX/XXXX and using the new XXXX bank account information, I made a payment of {$800.00}. Which bounced. Again, USAA had attempted to take money from the old bank account even though I had updated my bank account information. I spoke with a USAA agent who informed me they had fixed the problem. I made a payment of {$500.00} ... and, you guessed it, it bounced. I believe that as a result of these errors, my payments are now being frozen for EIGHT DAYS. While I appreciate the sentiment that my payments may be suspect, I also believe firmly that the errors lie on the plate of USAA, not me. I went through the mechanics of verifying an outside bank account, per their recommendation, only to have payments bounce again. To add insult to injury, I was charged a bounced payment fee, which put the account over the credit limit, which was reported to credit agencies, which knocked XXXX points of my credit score. So now, every time I make a payment, USAA is " holding '' the payment for EIGHT DAYS ... rendering the card useless. I made three payments successfully in XX/XX/XXXX and yet was unable to use the card from XX/XX/XXXX XXXX through XX/XX/XXXX XXXX. The eight day hold is in violation of the stated terms of the account which says : " payments much be made in US dollars and draw on funds on deposit at financial institutions insured by the FDIC. Payments received by XXXX central time will be credited as of the same day if the payment is in US dollars. " Repeated phone calls to USAA have only muddied the waters. The reps have stated that my payments of {$150.00} and {$300.00} were " too small to count. '' One rep said that if I made a " serious payment '' of {$900.00} that the freezing-of-payment would stop. When I made a {$900.00} payment on XX/XX/XXXX XXXX, that payment was frozen until XX/XX/XXXX XXXX. While I did receive an email and phone call from XXXX in the office of the USAA president expressing her desire to resolve this situation, I have been unable to speak with her due to both time zone issues ( they are based in XXXX XXXX ) and my current work schedule at XXXX. It has been a consumer nightmare, frankly. Perhaps it is my XXXX background at play, but I am also most fascinated with the underlying balance sheet aspect of this issue. For over one week, that {$900.00} payment was in limbo. I was n't allowed to use it ( since the card was frozen ), so the {$900.00} was n't in my possession. Does that mean, then, that USAA can utilize that {$900.00} to their benefit while it is in limbo? If so, then how does that go on their balance sheet? Just curious. I am attaching a copy of my account statement that shows the problem in black and white. As of XXXX/XXXX/2015, USAA shows, on a statement, that I have a balance of {$83.00}, available credit of {$1300.00}. And yet, in reality, I was unable to use my card until XX/XX/XXXX. At the end of the day, though, USAA is in violation of the terms of this credit card and their bald, repeated refusals to explain to me why that is and how much longer they plan on keeping up this violation ... their refusal to provide clarity is both frustrating and bordering on malicious.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-27

Wakarusa, KS

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 monetary relief

Disputed: No Timely Response

2015-11-27

San Antonio, TX

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Company Response: Company can't verify or dispute the facts in the complaint Closed with non-monetary relief

Disputed: No Timely Response

2015-11-27

Morral, OH

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 non-monetary relief

Disputed: No Timely Response

2015-11-27

Fred, VA

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

2015-11-27

Scottsdale, AZ

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 monetary relief

Disputed: No Timely Response

2015-11-27

Martinsburg, WV

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

2015-11-25

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

2015-11-25

Clarksville, TN

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

2015-11-25

CA

Credit card protection / Debt protection

Credit card:

Complaint: USAA Bank located at XXXX XXXX XXXX in XXXX XXXX, Texas XXXX place fales and negative information on all XXXX credit bureaus. I proved to them that I was a victim of identify theft with copies of the IRS, FBI and Police report that some unauthorized person used my credit card without my permission. I paid what was mine portion and received a letter from their collection agency XXXX which states. This Account has been settled in full ''. They still refuse to comply with FCRA rules and ignore all communication. this is destroying my pesonal credit and I need your help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-25

Tarzana, CA

Other

Credit card:

Complaint: Please see related CFPB complaints Case number : XXXX & Case number : XXXXXXXXI got a voicemail from USAA today and I 'm extremely disturbed by their handling of this matter after I contacted them back. Please refer to the attached sound bites.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: Yes Timely Response

2015-11-25

San Francisco, NM

Delinquent account

Credit card:

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

Disputed: Yes Timely Response

2015-11-25

Lewisville, TX

Closing/Cancelling account

Credit card:

Complaint: I was issued a USAA credit card without requesting one. Now it is on my credit report. I call USAA to ask them to close and tell them that I did not open the account. I was put on hold and transferred 3 times. I finally had to hang up and try calling back. The Fraud Detection line, answered XXXX, said the wait time was XXXX hours. So I ca n't even find out how the account was opened or have them close it. The XXXX people I talked to said that they did n't have the authority to close the account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-11-25

OR

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We began a home mortgage application with USAA Federal Savings Bank on XXXX XXXX, 2015. We were speaking with XXXX XXXX ( NMLS ID XXXX ). After going through all of the information, we came to the point where we were going to lock in a rate. The rate she gave us was very good ( 3.625 % with 0.5 points ). There was another rate quoted with 3.875 % and 0.125 discount points, but we " LOCKED IN '' with the first rate. We even asked her if the rate was good because of our good credit. She said " yes. '' Two days later we got the written paper work, which had our correct interest rate, but now had 2.375 discount points! A cost difference of {$4800.00}! USAA says there is nothing they can do. The agent must have made a mistake. But, we feel they should honor the original rate or credit us {$4800.00}. Because of the rate we locked in, we did not shop around to other banks and we lost XXXX business days to do so. Meanwhile rates have increased. This is a bait and switch. It should be illegal. When I LOCK a rate, I should get the rate that I LOCKED. Not a different rate that I find out about 2 days later.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-24

Harrisburg, PA

Other

Credit card:

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

Disputed: No Timely Response