UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-10-13

Portsmouth, VA

Closing/Cancelling account

Credit card:

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

Disputed: No Timely Response

2015-10-13

Fort Campbell, KY

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: Yes Timely Response

2015-10-13

TX

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: I have been receiving repeated calls, XXXX to XXXX times daily for about two months from a number out of the US. The caller never leaves a message. I will not answer any calls that I do not know. This company comes up on the caller id as area code XXXX.USAA
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-10-12

Simi Valley, CA

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: I had a $ XXXX Home Equity loan taken out with USAA.com five years ago. The interest rate I received at the time for the loan was 4.49 %. This month, the HE loan was converted to a fixed-rate loan, as had been expected after the first five years. What was not explained to me was that they bumped up my interest rate by 250 %, to 10.35 %!! When I asked about this possibility several months ago, I was told it would " depend on market conditions. '' Clearly, interest rates have not doubled since I took out my HE loan, and nothing else about my credit history ( which is excellent ) has changed! I 've been the victim of 'bait and switch '.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2015-10-12

Bonney Lake, WA

Incorrect information on credit report

Credit reporting:

Information is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-12

Portland, OR

Billing disputes

Credit card:

Complaint: I have contacted USAA several times about changing the payment due date on my credit card. Every time I call, the representative says that USAA has not yet authorized " the system '' to allow for payment due date change requests. I have always paid on time and have a good credit score above XXXX. I am working for a company that pays me on the XXXX and the XXXX instead of the XXXX and the XXXX. I need to be able to pay my credit card bill with my paycheck on the XXXX but my credit card due date is the XXXX of each month which if I do n't pay by the XXXX, I will incur late fees. USAA does n't ever explain why they wo n't allow a change to the payment due date, I am just told by the rep that " management has not yet authorized it ( payment due date changes ) ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-10-11

Bel Alton, MD

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2015-10-10

Shulerville, SC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I applied for a job online through XXXX the temp agency and there was a job on there called XXXX which is a job you do working from home and they sent me checks stating that I had to deposit it mobile into my USAA account to buy products and that I had to send them {$1000.00} on XXXX XXXX 2015 and {$1000.00} on XXXX XXXX 2015 once the money came available in my account. I went to XXXX XXXX to send them the money back. When I tried to use my USAA card for personal items for myself out of the money I had in my account before that money from that job got in there it said not available when I swiped my card in the store and I tried to access my USAA account it said account restricted and I called and they told me that my account was froze and they are going to be ending my service with USAA because of the checks I deposited I tried to explain to USAA that I got a job offer online and I did not know it was a scam and I did not know something was wrong with the checks they gave me but they were not hearing me out, they told me they would send me a letter in the mail with their determination an every time I would call back to explain myself myself about it all the representatives would tell me they could not see my account and that there was a note on my account. I 'm young and took a job offer because I was seeking another job I did n't know that the job was n't legit and I feel USAA should have known something had happened because I never had any issues with my account with them. They also said it was different checks I only have XXXX checks and the job XXXX could have hacked my account because they were supposed to be a company from XXXX and opened a new building in XXXX Florida. I have never been in a situation like this and can not afford to pay back all that money to USAA. I 'm having a hard time with this right now because I have never experienced something like this and the job really seemed real. USAA also stated that I called multiple times but I only called three times and that 's when I was trying to explain to them my situation so someone was using my information is what I 'm assuming. When I called I was crying and ect. Because no one would help. An when I talked to a man he transferred me to a lady saying she was the one handling my information I was like I never even talked to a lady about handling anything so it seemed like another person was calling also. The person who was hacking my account realized that they could no longer access my account. I just do n't know what to do. USAA just was giving me the run around and they should have realized something different was going on with my account and something was wrong. I 'm young and they just took advantage of me and it 's hurting me that people would do things like this. USAA should know from the time I got my account nothing like this ever happened and my account never had this much funds the most I 'll have is $ XXXX {$200.00}
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-09

Forest Grove, OR

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

2015-10-09

Hisega, SD

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

2015-10-09

Payoff process

Credit card:

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

Disputed: No Timely Response

2015-10-08

Vicksburg, 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

2015-10-08

Del Rey Oaks, CA

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

2015-10-08

Kansas City, MO

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I have XXXX unauthorized transactions on my account and I called the bank immediate ( the next day after the transactions were posted ). The bank told me that they will investigate that and will contact me within 48 hours. however, they never contacted me and I have to call them back and I was transferred XXXX times and still got no resolution. I got a feeling they try to ignore me and made it as hard as possible to let me get my money back. I am very frustrated and I am closing my account with them once I have my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-10-08

Bosco, LA

Making/receiving payments, sending money

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

2015-10-07

So Effingham, NH

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

2015-10-07

Fort Campbell, KY

Credit decision / Underwriting

Mortgage: VA mortgage

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

Disputed: Yes Timely Response

2015-10-06

Lafayette, MS

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: Yes Timely Response

2015-10-06

Saint Paul, MN

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

2015-10-06

Cheverly, MD

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: I have home & auto insurance through USAA and, at one point, had XXXX cars on my policy ; never paid late. So, I decided to give USAA a try and apply for an auto loan on XXXX/XXXX/15 to try and build more business with them. After applying for a loan online, I was told that they required more information ( XXXX paystubs and clarification of income ) from me. I uploaded the documents right away and then called the next day and was told they did n't receive the documents. I then uploaded the documents while on the phone with the rep and was then told I needed to provide 2 years worth of tax returns!! NEVER IN MY LIFE HAVE I BEEN ASKED TO PROVIDE TAX RETURNS FOR AN AUTO LOAN!!! Just to play it out, I uploaded the requested documents and was then told they would have to get back to me ... I was still waiting as of XXXX/XXXX/15 when they notified me that they were unable to approve my request for the following reasons : Insufficient or unverifiable income. I provided the requested documentation to the bank to include the following:XXXX subcontractor agreements for both of my sources of incomeA recent bank statement detailing the deposit of said income2 years worth of requested tax returns ( XXXX and XXXX ) I have a good credit rating and make well over $ XXXX between my XXXX jobs. I feel like USAA discriminated against me and treated me like I was doing something illegal when I have proof of all information. To make matters worse, THEY REMOVED MY NEGATIVE REVIEW OF THEIR PROCESS FROM THEIR WEBSITE!! BUYER BEWARE!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-10-06

Titusville, FL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: The USAA Federal Savings Bank stopped providing me with a " completed payment '' list on accounts processed through their USAA web billpay service displayed under the " Recent Payment Activity '' window. All pending payments, including the non-USAA accounts are listed, but the completed payments lists only the USAA accounts. The non-USAA accounts are not listed. The USAA web billpay service deducts payments from my USAA checking account. The failure to list all completed payments does not allow me to track all of my checking account expenditures accurately. This problem has persisted for over two months. I have made several phone calls to USAA to correct this problem. I have spent inordinate amounts of time waiting on the phone to talk with representatives only to receive trouble tickets that go unresolved or are ignored. I have not received any follow-up phone calls, emails or letters from USAA representatives regarding this issue. Trouble tickets issued : # XXXX, # XXXX, # XXXX, # XXXX ... From XXXX/XXXX/2015 through XXXX/XXXX/2015
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-06

Alta, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: To whom it may concern, I personally do not want USAA contacting me, but any other agency may. I myself have put many hours into these claims best illustrated here ) by XXXX XXXX co-policy holder ) and confirmed by myself XXXX XXXX, There is much more to this then I can write, I assure you we have witnesses to all events and claims we made with USAA BANK, CREDIT CARD, AUTO and RENTERS INSURANCE. Since end of 2011 I have put over XXXX hours of my life with all this starting with USAA BANK closing our bank account, and putting our credit card in collections, AFTER we not only proved to USAA that we were being idenity theft for several month stretch and finally someone came clean and we found the culprit, but USAA spent more time, lieing, denying then helping, and before this we paid our credit card on time paying more than owed monthly. And neither of us ever had any thing like idenity theft robbery or uncoathe banks like USAA before this. So it was a lot of learning and pain. We found out our banks were closed by trying to get gas, we were almost out and far from home. They also held on to our money for over a month. That was 4 years ago and started a ripple effect into our credit which swarms us today. There is so much more, so much more that my eyes roll, on XXXX, yes XXXX robberies and XXXX car accidents, Usaa never paid the full amounts, the things they promised, and from the XXXX robbery, I would have to say USAA caused these issues to, they made it easy for thieves, like in XXXX robbery, and XXXX we had people WE DID NOT KNOW AT TIME point out the robbers, and XXXX times a XXXX XXXX CREDIT CARD was talken and used. Usaa owes for so many policy things, they have refused to take calls for last two years when I asked why our last property they said we were getting XXXX and they sent XXXX, I started calling from day one, they even refused to return calls when I tried to send in depreciation reciepts, they refused to pay out on wages on XXXX incidents, they refused to help get a car which they promised they would from their auto-circle program after WHAT WE SUSPECT THEM illegally totaling our car and we had to end up getting XXXX whcih we had to pay over {$2500.00} down and over {$400.00} a month and over % 21 percent interest, all things that could been avoided like so many XXXX other things in past years if Usaa stopped hording money and acually doing what they are suppose, they have even denounnced CALIFORNIA AUTO INSURANCE INVESTIGATION which they had previous agreed with on several things like my veneers and wages and other things hey were to pay out but flattly refused. There were XXXX other hard core things USAA knew and didnt care. They opened up not only a credit worm hole, but they made it easy for thieves and caused us XXXX, oftenXXXX for long times, where we have lost out on family events, vacations, work oppurtunities, marketing money, we have lost all our valuables all our personal, things.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-06

MD

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Due to financial hardship contacted USAA to obtain mortgage assistance in XXXX 2015 *before mortgage was late. Submitted workout package in XXXX 2015, received misleading information from Loss Mitigation Department advising that account must be 3 months past due prior to approval. XXXX XXXX, 2015 received denial for forbearance, repayment plan or any other type of assistance. On XXXX/XXXX/2015, Submitted 1 month payment. Received no calls or correspondences. I checked account via online and noticed that it was not credited. Contacted USAA and was informed that it was returned by USAA via USPS mail on XXXX/XXXX/2015. I continuously called every day to check on the status and they repeatedly stated it was returned on XX/XX/XXXX via USPS mail. It was credited to my bank account on XXXX/XXXX/2015. Then, USAA demanded 2 months payment by XXXX/XXXX/2015 to stop acceleration process. Payment made on XXXX/XXXX/2015 ( {$3600.00} ). USAA sent certified letter stating that they are going to foreclosure on our home and demanded another {$4000.00} to avoid foreclosure. Documentation provides XXXX different toll free numbers for assistance. Called all XXXX numbers and each number is to a different company : XXXX or USAA. Receiving phone calls up to XXXX a day. Answer each call and the representative tells us to disregard call. I would like resolution and an honest answer from USAA and XXXX on what is the status of the account and if they plan on working with an active duty service member on a repayment plan. I 'd appreciate a cease to the threatening daily letters and phone calls considering that I have met all of their demands to date and unfortunately they have not honored their agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-10-05

Saint Charles, MD

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: Yes Timely Response

2015-10-05

Katonah, NY

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response