UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-09-25

Sm, KS

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

2015-09-24

Covington, GA

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

2015-09-24

Centennial, CO

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

2015-09-24

Browns Mills, NJ

Deposits and withdrawals

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2015-09-24

Indianapolis, IN

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: This is a follow up to complaint # XXXX where the bank USAA resolved the issue in my favor but as " revenge '' decided to deliberately disable my overdraft protection linked to my USAA credit card on both of my checking accounts. Customer service there following the complaint only got worse and more rude where they could n't answer the most simple of questions of when the hold policy would change as it applied to me because I was getting conflicting answers. They suddenly decided to do as I asked one day, refunding the interest charged on my credit card and lifting the hold policy but decided for some immature unprofessional reason to disable the overdraft protection on both of my checking accounts, which has now resulted in a {$29.00} overdraft fee from them on XXXX plus probably interest and a late fee from the credit card company requesting the payment. I really do n't understand why they ca n't be straightforward and professional instead of having a temper tantrum. The complaints will continue until they do the right thing without exceptions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-09-23

Woburn, MA

Other

Credit card:

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

Disputed: No Timely Response

2015-09-22

Coosada, AL

Managing 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

2015-09-22

Aurora, CO

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2015-09-22

Ellenwood, GA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2015-09-21

Leesburg, FL

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

2015-09-21

Virginia Bch, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-09-21

Scottsdale, AZ

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was discharged in bankruptcy
Complaint: On Friday, XXXX XXXX, 2015, at XXXX, I was on the phone with USAA Bill Pay Department speaking with a representative by the name of XXXX. When I filed for bankruptcy, USAA shut down all access to their website and services and only allowed me the ability to access to my account via mobile application. I was calling to see if it was possible to regain access to by Bill Pay so I could pay my bills again. XXXX stated the restrictions were put into place because I had a credit card which was included in the bankruptcy. She will transfer to the credit card department to pay my bill and then the restrictions will be removed. When I said excuse me, she against stated that when I my credit card debt, the restrictions against my bank accounts will be lifted and I can become a " normal '' customer again. I informed her what she stated to me was very illegal ; that the debt was discharged in a BK and she can not collect on a debt that was involved in a BK and she can not promise me things that will not happen. I then asked if the phone calls are being recorded and she stammered out a few answers before I was able to be transferred. I was eventually transferred to an Executive Resolution Specialist, advised the Rep was in violation of the BK discharge and FCDPA ( false/misleading representation/unfair practices by stating restrictions would be removed when they would not, did not notify me they were collecting a debt and trying to collect a BK discharged debt ). The executive resolution specialist first asked what I was looking for in compensation, which I stated I was only trying to determine if the restrictions could be removed from my bank accounts. The Specialist informed me the restrictions on the bank account could be removed if the BK had been discharged, which had been in XX/XX/2015. After XXXX mins on the phone, I was advised the restrictions would NOT be removed and even though the debt was discharged in a BK and XXXX committed violations against FDCPA, they were sorry for her behavior. Prior to this statement, which resulted in my stating I would file a report with the CFPB and contact my BK attorney, I was advised all calls were recorded, was questioned as to why I wanted to know that information and what would the information be used for.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-09-21

Mountain View, OK

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I owed a balance to USAA. I filed for bankruptcy and included the balances, even though I paid them off after the bankruptcy was discharged. They put on the XXXX XXXX list and i have not been able to open a checking account because of them black listing me. I have paid everything owed to them even though I was not responsible for paying them back since they were discharged, They said that they will keep me on there since I filed for chapter XXXX for 7 years.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-09-20

Norfolk, VA

Taking/threatening an illegal action

Debt collection: Other (i.e. phone, health club, etc.)

Attempted to/Collected exempt funds
Complaint: On XX/XX/2015, I had a lien placed on my saving account. I receive federal student loans and the Post XX/XX/XXXX G.I. Bill benefits. I was told that my account was under review. I called on XX/XX/2015 and I was told that they could not release the hold unless I had the company release the funds. I told the company that they could not do this. I told them that my account receives only electronic, exempt, Federal direct deposits of Veterans Affairs Benefits and student loans. Three or four times before, their lawyer actually dismissed some liens the same reason.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-09-19

Newnan, GA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: I am requesting assistance with the removal of USAA lien on XXXX XXXX XXXX, XXXX , GA XXXX and the ability to conduct new business with USAA . My USAA member number is XXXX. The USAA HELO account # is XXXX which issued a XXXX ( Cancellation of Debt for {$78000.00}. This was filed as income. My name is XXXX ( XXXX ) XXXX XXXX XXXX ; I have been a member of the XXXX XXXX XXXX since XXXX XXXX, XXXX and a member of USAA since my direct commission in XXXX XXXX, XXXX. USAA 's current posture is aligning with the intentions of XXXX XXXX, which was to destroy my financial creditability and my military career. I have a court order to purchase this home from my ex-husband XXXX XXXX. I rescued this home from foreclosure to save my credit and military security clearance. I am XXXX XXXX XXXX XXXX, XXXX ( XXXX ) and my loan was pre-approved by XXXX XXXX XXXX XXXX. The lien is preventing me from closing. I do not know how much longer they will wait for me to close this loan. I have resided in this home since XXXX/XXXX/XXXX. USAA has not been cooperative. I have contacted USAA so many times regarding this matter and continue to get bad information. I returned from my XXXX in XXXX XXXX and initially contacted USAA requesting lien removal on XXXX/XXXX/XXXX. I reached XXXX employee # XXXX in uncollected debt, XXXX was aware a XXXX, ( Cancellation of Debt ) had been sent to me and I had filed it on my XXXX taxes as instructed. USAA is refusing to remove the lien and immediately told me I needed to settle the debt. All attempts to gain a reasonable solution have failed and my closing is at risk. During divorce USAA refused to remove my name from account even though XXXX XXXX had taken sole responsibility for account. I have proof of tax filing. Most recently USAA faxed a hardship packet and instructed both XXXX XXXX and I to complete the document. When I contacted USAA two days later to request they re-fax the document ( XXXX of the forms was not legible ), I was instructed to contact XXXX at XXXX. I reached XXXX XXXX and per her Manager, XXXX XXXX stated that my account # XXXX had been closed since XXXX XXXX and re-directed me back to USAA. I do feel comfortable submitting the Hardship packet without legal representation at this juncture because the verbiage talks about a short sale. On their own documents it says debt cancellation and loan forgiveness. I do not understand why they are trying to get me to complete short sale documents or commit to a financial settlement as a hardship agreement on a debt that they already forgave. Why I moved back to XXXX : USAA Realtor was misleading In XXXX XXXX ; I contacted USAA to place XXXX XXXX on the market for sale. I was referred to USAA 's XXXX XXXX XXXX, who ultimately referred me to XXXX XXXX to accomplish a short sale. I provided XXXX the background information and history. XXXX had XXXX potential pre-approved buyers, the first couple backed out, and then second couple was approved for USAA short sale purchase and was not able to close. Unfortunately, XXXX had instructed XXXX XXXX to move based on the closing date and he had already signed a lease and started moving ( XXXX XXXX ) when XXXX informed him that the couple was having problems qualifying for the mortgage. XXXX XXXX and I were amicable at this point and questioned how XXXX or the couple got a closing date if they were not already pre-approved. At this point, we signed several extensions but the couple 's income could not qualify. XXXX said she a cash buyer who was interested previously and wanted both of us to allow him an opportunity. We no longer had trust in XXXX, so XXXX XXXX asked me to take over house at this point and agreed to sign it over. I have always bragged about the customer service at USAA but this matter has
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-09-18

Powder Spgs, GA

Account opening, closing, or management

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

2015-09-18

TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: While I am a unhappy USAA member for other reasons, I decided to post mygrievances within the public USAA Member Community forums. These were about excessively long funds holding times and NSF charges due to regularly scheduled bill payments and these fund being on hold ( although they were from a Cashiers Check ). After a few comments and conversation with other members, XXXX in particular " XXXX '' and " XXXX XXXX '' were posting information that only an internal USAA employee wouldhave access too. Specifically the user " XXXX '' knowing that I had filed complaints over the past three years. ( Forum conversation in PDF format is attached ) I would like to know what will be done with this as it is very retaliatory in nature and crossed the line with CyberHarrassment laws ( TX XXXX ). I have copies of all correspondence and of the forum posts showing confidential information being posted.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-09-18

Northside, NC

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I mobile deposited a check that I received to be a mystery shopper into my USAA XXXX account on XXXX XXXX. I called USAA and they assisted me registering for my account. On Saturday, the XXXX my husband contacted USAA and inquired if the check had been deposited and if the funds were available. We were told that they were. At no time we were told that due to being customers that they released the money. On Wednesday the XXXX of XXXX, I checked our checking account on USAA and found that the check was fraudulent and that the money had been withdrawn from our account. We were never called or emailed. After doing research, we discovered that the mystery shopper was a scam and that the Department of Treasury issued an alert to all Banks about this bank and the routing number. We have come to find out that USAA does not protect its consumers against the fraud alerts issued by the Department of Treasury. We asked USAA to take some responsibility for us being out of {$2800.00} and were told that the depository agreement means we are responsible for all money deposited. We called USAA and we thought that we asked all the right questions, but we were never told that the funds were released because we were good customers. I would have waited to see if the check cleared before withdrawing the money. In addition, because we did withdraw a large amount of cash we were never questions. These should have been all red flags to our banking institution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-09-18

Brooklyn, NY

Advertising and marketing

Credit card:

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

Disputed: No Timely Response

2015-09-17

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

2015-09-17

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

2015-09-17

UT

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I have a checking and other accounts with USAA Bank ; much to my surprise and dismay, on Monday, XXXX XXXX, when I logged on to their internet site, I could view my daughter and her husband 's checking account information. Not only could I view their financial information but I could also perform transactions. This breach of security is disappointing in an institution which I had previously trusted. I have attempted to resolve this problem with USAA but have not received a satisfactory explanation or apology.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-09-16

Oxford, GA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: My father filed bankruptcy XX/XX/XXXX. Somehow, I was included from a Auto Loan. The vehicle was traded in by my Dad for a vehicle that was claimed on his bankruptcy. I was unaware that I was on the new auto loan through USAA. I have sent dispute request to remove this off of my credit. However, my father has completed his bankruptcy and received his certificate. Nevertheless, I feel that this is part of the reason USAA has closed my account XX/XX/XXXX and denied me an auto loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-09-16

Trenton, NJ

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

2015-09-16

Fred, VA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I am a current victim of Identity Fraud through use of my USAA internet checking account. I have received over {$46000.00} in banking fees and fraudulent checks and purchases made through debit purchases and funds transfers. I initially received a returned check in the amount of {$4800.00} drawn on XXXX XXXX XXXX in XXXX, payable to my name, and deposited into my bank account. -USAA offers deposit at home for some of their banking members. - This check was clearly deposited at home, and cleared by USAA. Once this check cleared, the individual decided to open numerous accounts in my name and expediting debit cards ( which the XXXX rep informed me of ). I asked for the address the cards were sent to and all she could give me was my address, that seems weird. The cards were activated and the individual immediately proceeded to make purchases. From XX/XX/XXXX-XX/XX/XXXX, about XXXX transactions were made, all in XXXX, and I live in XXXX. Many of the transactions were for the same dollar amounts indicating the same purchases. XXXX transactions at XXXX different XXXX XXXX of which were the same day, XXXX transactions at XXXX on the same day, and the rest of the transactions were debits at XXXX XXXX and XXXX XXXX. I have contacted USAA about this on 3 separate occasions with no resolve. I reached out initially when I received the returned check, informed them of situation, and was advised the account would be closed and I could never open another account. However, the damage was already done. I called again once I received numerous returned NSF statements and banking transactions. I was told someone would follow up with me, about this and advise further. Again no resolve. A month later I received a statement of collection in reference to these accounts. I immediately called USAA again to find out what is going on. What I found out, was : This person open numerous accounts online or on the phone, had each atm debit card was expedited to him, and began immediately transferring money. I spoke with this rep for at least an hour, explaining and going over every single detail. I also requested from her an email to follow up and confirm that conversation, which I have yet to receive. The XXXX most evident things, he has to be familiar with USAA processes to know what to do to open account or how to use deposit at home. I have had my savings account for over a year or so and have NEVER had more than {$100.00} in there, now I am randomly opening accounts and depositing checks. I have NEVER deposited any type of checks with USAA. And I suddenly just randomly open checking account after checking account with no RED flags from the bank. Does not make any sense, but shows the obvious flaws in USAA 's online banking. I decided to drive to the closest physical location which is an hour away. I attempted to speak to someone on person, pretty much received the same response I did on the phone. I was told I will receive a respond in XXXX business days. My next attempt is to seek counseling from an attorney, because USAA is obviously not concerned about resolving this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response