UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-08-31

Cedarville, MA

Other

Credit card:

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

Disputed: No Timely Response

2015-08-30

Honolulu, HI

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

2015-08-29

CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: On XXXX/XXXX/XXXX we received our USAA credit card statement in the mail and discovered a charge for {$590.00} from an XXXX store in XXXX XXXX. They live XXXX miles away from XXXX XXXX and they have a XXXX XXXX XXXX blocks away from their home so they would never travel that far. They immediately called USAA and informed them of the fraud charge. They were informed to contact the XXXX XXXX and work it out with them. That situation ended up getting resolved and they received reimbursement from USAA for {$590.00}. There have been many many times that client has tried to make a purchase and they were declined and they had to actually call in and speak with them to let them know it was them so they can allow the charge to go through. On XXXX/XXXX/XXXX there was a charge for {$580.00} with XXXX XXXX XXXX that they found on their credit card statement they received towards the end of XXXX XXXX. They immediately contacted USAA and they told the representative that the charge was fraudulent and they were told they need to contact the XXXX XXXX XXXX to dispute the charge. They contacted the XXXX by phone and they insisted that client made the reservation and they emailed client the guest folio. It shows client 's name and the price and it shows the reservation was made from XXXX out of XXXX, XXXX. However the USAA representative advised client the charge was made over the phone. We were never really given a straight answer when we asked for evidence surrounding this fraudulent transaction. We have been a long time customer with USAA going back as far as XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: Yes Timely Response

2015-08-28

Yorba Linda, CA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2015-08-27

Brooklyn, NY

Billing disputes

Credit card:

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

Disputed: Yes Timely Response

2015-08-27

E Rockland Key, FL

Unsolicited issuance of credit card

Credit card:

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

Disputed: No Timely Response

2015-08-27

NJ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2015 my XXXX email was apparently hacked into because I started getting emails on my phone approximately every XXXX seconds. Many of the emails were in languages I do n't understand such as XXXX, XXXX, etc. I did not open any of the emails because I knew something was wrong, and instead I stopped using the email because it was so old I figured the best thing to do was to start a new XXXX email, and I did. On XXXX XXXX, 2015 and unbeknownst to me, a new Checking and Savings account was opened up in my name at my financial institution, USAA Bank located in XXXX XXXX, TX. Also unbeknownst to me, and on this same date the culprits did an electronic transfer into this new checking account in the amount of {$2000.00} and electronic transfer into new savings account in the amount of {$1900.00}. Then on this same date the funds were transferred out/withdrawn. On XXXX XXXX, 2015 at approximately XXXX I attempted to place a phone order for food delivery and was told my card was being declined. I then checked my account online to find that my original accounts ( checking & savings ) with USAA had XXXX balances. Last I checked these account balances it was {$530.00} in checking and {$80.00} in savings. The next morning XXXX/XXXX/15 I called USAA to find out what was going on with my accounts that I had zero balances. That 's when I was informed of the above mentioned transfers in and out of my accounts. However, the representative did not mention that this activity was done in the new accounts that someone had set up in my name~ so I was under the impression that she was referring to activity that took place within my original accounts. Nonetheless, I informed her that I made no such deposits for said amounts on said day ( XXXX ). The representative said a fraud investigation would have to be opened on my accounts and to give them a few days to contact me. On XXXX/XXXX/15 at XXXX I called USAA for the status and was told that the investigation had been completed and that I was being held responsible for the negative account balance. On XXXX I called USAA back to get more information on how they determined me to be guilty of fraudulent activity within my account. They said that I did an electronic transfer from a credit union account with my name on it, back and forth to the USAA account. I told them without a doubt that I do n't have a credit union account or any other bank accounts other than USAA. They would not tell me the name of said " credit union '' or the location, but gave me the routing number and account number. I then went to my local police station and filed a report. Also called the local FBI office who looked up the routing number for " credit union '' account and informed me that this was not a credit union account but an account at a XXXX XXXX bank in XXXX, MN. I went to a XXXX XXXX bank near my home with the information I was given and they determined that the routing and account number was the legitimate account of one of their customers, who is not me. XXXX XXXX confirmed the account belonged to a gentleman in Minnesota, I was not given his name as that information is private. In closing, I want USAA to reimburse me for funds they confiscated from me in connection with my identity being used for money stolen from the bank. The amount USAA took from me to put towards negative balance is {$610.00} ( {$530.00} from checking & {$80.00} from savings ). In short, USAA got robbed by hackers and in the process I was used by way of identity theft, but USAA want to make me pay for something that I did not do. On XXXX/XXXX/15 I relayed the aforementioned info to USAA and they said I 'm still responsible. How is that so? XXXX XXXX can confirm that I am not a customer with them and have no accounts with their bank.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-08-27

OH

Closing/Cancelling account

Credit card:

Complaint: I called the general customer line. Stated that I wanted to cancel my credit card account. Was transferred to another person ( XXXX ) whose job is presumably to talk customers out of cancelling their accounts. Started off nice enough. She asked why I was cancelling my account. I replied that I did n't need the credit card anymore. She asked a few more probing questions before I finally told her that I simply wanted to cancel the card, my mind was made up, and that there was no way she was going to convince me otherwise. Her big " selling point '' was that closing my credit would negatively affect my credit score. She explicitly threatened that closing this credit card could prevent me from qualifying for a home mortgage loan or a car loan. I explained to her that I am attorney, I work for a bank, and that I understand how closing a credit card affects a consumer 's credit. She also explicitly stated that USAA was " looking out for [ my ] best interests. '' This is patently false. USAA makes money by keeping credit card accounts open. Still, for another XXXX minutes she refused to close my account. I asked to speak to her manager. She refused. I asked for her employee number. She refused. After another few minutes she finally relented and closed my account. The entire call took XXXX minutes. Should n't have taken more than XXXX. This whole exhange was expecially disapplointing because I have been a USAA member for nearly 15 years & have generally had positive experiences.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-27

Fort Washington, 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: No Timely Response

2015-08-27

Euclid, OH

Other

Credit card:

Complaint: Dear Consumer Financial Protection Bureau : I know you are very busy so I`ll get right to the point I have a credit card with USAA and i recently opened this account this is about my XXXX payment I 've made and with the normal credit card companies they post your payment within XXXX hourswell I made my payment about XXXX days ago and it is not been posted to my account I called them and asked them why and they said they can and do hold payments for XXXX days, I have a problem with that because interest is still accumulating due to non posting of payments and when i ask about this policy no one could give me a concrete answer why? this is Egregious and I believe against accounting policy I have never had a financial institution do such a thing.I am requesting that you look into this matter and please tell me this is in the fair lending act, this just does n't seem right.thank you for your time on this matter I await your response. last XXXX numbers of my XXXX card is XXXXThanksXXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-26

San Diego, CA

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-08-26

Atl, GA

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

2015-08-26

San Dimas, CA

Shopping for a line of credit

Consumer Loan: Personal line of credit

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

Disputed: No Timely Response

2015-08-26

Largo, FL

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2015-08-26

Albia, NY

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-08-25

San Antonio, TX

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

2015-08-25

Lewisville, TX

Making/receiving payments, sending money

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

2015-08-25

Newnan, GA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX, XXXX, USAA FEDERAL SAVINGS BANK, wrote to exercise its option to close Checking Account XXXX registered in the name of XXXX XXXX XXXX . USAA had changed my ownership registration of the account in XXXX XXXX for the vague reason that I did not qualify as the registered owner of a USAA account. They printed new checks showing the new registration. However their letter was addressed to me, not XXXX XXXX ( see attached ). Neither XXXX XXXX nor I owed USAA money. We were not insured by USAA Our Credit Cards had a zero balance and continued in good standing. On closing the account, USAA confiscated the funds in XXXX XXXX 's accounts which had a combined balance over {$900.00}, citing their Deposit Agreement as authority to close accounts and offset funds on deposit. There was nothing to offset. Where did the money go? Phone calls to USAA for an explanation for confiscation of XXXX XXXX 's funds were met with obfuscation and prevarication : in XXXX call I was told that XXXX XXXX 's account was closed because of an issue with their Property and Casualty Department. When XXXX XXXX called for clarification, she was told the bank accounts were closed by the Credit Card Division. To avoid misunderstandings, it became clear we had to avoid telephoning USAA and instead document our contacts and their response using XXXX, XXXX, and XXXX letters as a legal necessity. I sent a XXXX letter to USAAXXXX on XXXX XXXX and a Certified follow-up on XXXX XXXX pointing out that the accounts were registered to XXXX XXXX not me. XXXX/USAA did not reply. To get a USAA response, XXXX XXXX was obliged to file a complaint ( Case XXXX ) about USAA with the Consumer Financial Protection Bureau on XXXX XXXX, XXXX. Via the CFPB, USAA replied : " XXXX checks, {$160.00} and {$800.00}, made payable you and to XXXX XXXX had been mailed on XXXX XXXX, XXXX. '' XXXX XXXX challenged USAA 's infallibility and asked for proof/substantiation that a check had in fact been issued and mailed ; had it been cashed? A copy of her response was also directly XXXX XXXX to USAA. USAA received the letter but did not did not reply. It appears that USAA kept the {$900.00} + without explanation, asking us to believe that " the check is in the mail. '' Equally troubling, USAA deleted the checking and savings accounts from their web site. USAA has had at least 8 months to research their response : Where is the money?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-08-25

Federal Way, WA

Credit card protection / Debt protection

Credit card:

Complaint: I noticed a suspicious looking charge on my USAA Mastercard. The details are : Merchant or Business Name : Virtual OfficeAmount : $ XXXXTransaction Date : XXXX XXXX, 2015. I contacted USAA to report this as fraud. USAA did not do any investigation. USAA said I was present in New York when this transaction happened. I was not in NY and have not been anywhere near NY in 20 years. I sent USAA an affidavit proving that I was not in New York in XX/XX/XXXX. USAA did not provide any receipt or anything to show that I personally made this charge. No signed receipt was provided. Under the Consumer Protection XXXX, I believe consumers are not liable for fraudulent charges. My complaint is that USAA is violating that charge by holding me responsible for something I did not buy. My requested resolution is for USAA to deduct the {$71.00} from my account. USAA did not even change my credit card number as I requested in XX/XX/XXXX. Their customer service is very poor.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-08-24

Buffalo Lake, NC

Unsolicited issuance of credit card

Credit card:

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

Disputed: No Timely Response

2015-08-24

Kawaihae, HI

Deposits and withdrawals

Bank account or service: Checking account

Complaint: My bank has been letting XXXX companies take money from my account since about 2011. I have been telling them both via their website and over the phone that they need to stop the transactions from happening that those were n't from me. They have n't done anything till as of late they credited my final deduction on XXXX XXXX. They are now passing me around the bank and doing nothing for me as far as the past due amounts. They pass me around and I have to explain the entire story again to a new person every few days. I can only see 90 days into my bank history so I ca n't get exact dates. The XXXX companies charged me every few months. My bank has yet to do anything really other then pass me around in hopes I 'll get tired like they have done in the past. But enough is enough.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2015-08-20

Colo Spgs, CO

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: Yes Timely Response

2015-08-20

Syringa, VA

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: XXXX XXXX, 2015, USAA Banking Services phoned me to ask if I had authorized an additional credit card to be sent to an undisclosed address in Florida to which I replied no. They responded that they would cancel my existing card and send me a replacement.Upon reviewing my on-line acccount I discovered USAA had already sent the additional card to Florida on XXXX XXXX. I contacted USAA and told them of their mistake and they said they would correct their mistake. On XXXX XXXX they then expressed a second card to their bogus address in Florida, followed by a third card sent on XXXX XXXX. My attempts to discuss their actions over this elapsed period, as of today XXXX XXXX, has been been met with " someone will need to get back to you on this matter ''. No one will discuss my accounts, banking account, credit card theft, or other services. My on-line account reflects XXXX account number ( which I do not have ) and current Billing Statement reflects a different account which I do not have. At the present time I have no USAA credit card.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-08-19

Skipperville, AL

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: My husband and I jointly owned a home together with a mortgage through USAA. As part of an agreement, I signed over my interest in the home to my husband and he was to re-finance the home in his name alone and hold me harmless from the mortgage. As I was XXXX military, I signed a specific power of attorney to enable my husband to re-finance the home in his name alone at the time I deeded my interest in the home to him. Instead of refinancing the home in his name in my absence, he refinanced the home through USAA in his name as primary borrower but also signed my name through the power of attorney as secondary borrower. My signature was listed and signed by him as power of attorney. USAA knew the deed was in my husband 's name alone as it was an exhibit to the refinance mortgage, but they never contacted me to verify whether it was my intentions to allow my husband to co-sign my name to a mortgage refinance in which I held no interest in the property. Also, I never received a copy of the mortgage from USAA. Subsequently my husband began the process to correct the situation by filing an assumption request for mortgage through USAA in his name alone on or about XXXX 2015. USAA acknowledged the receipt of my husband 's request to assume the mortgage and sent the attached letter on XXXX XXXX, 2015. After submitting the request to assume the mortgage in his name alone, my husband suddenly passed away on XXXX XXXX, 2015. I was the initial administrator of my deceased husband 's estate and I found the letter concerning assumption and immediately contacted USAA who notified me to send in the information they had requested from my husband and they would process the assumption as my husband had requested. I sent the requested information on or around late XXXX 2015. Instead of processing the assumption in the name of my husband estate per his initial request, USAA own its own removed my husband name who was the primary borrower off the mortgage which essentially left me as the only borrower for a property I no longer owned. I immediately notified USAA of the error, but it took several weeks and many calls and letters before USAA even returned the designation on the mortgage back to its original status by listing my husband 's estate as primary borrower. They however left my name as co-borrower despite the assumption request my husband had submitted before he passed way. On XXXX XXXX, 2015, my husband 's son presented my husband 's will to probate and was appointed executor. I immediately notified USAA that I was no longer administrator and provided the Probate Courts Contact Information and Executors contact information to file a claim for payment of a claim with Probate Court. Around XXXX XXXX, USAA removed the mortgage information from my USAA account online and ceased corresponding with me concerning the account. I assumed USAA was properly pursing the matter in Probate Court. Thereafter on XXXX XXXX with no prior notice, USAA reported a 2 month delinquency on the mortgage payments to the credit bureaus under my name which lowered my credit score from XXXX to XXXX. At the same time the mortgage information that had been removed from my USAA online account for approximately XXXX weeks was reposted. I immediately contacted USAA again and they admitted they dropped the ball in handling this matter, but to my knowledge they have not corrected the situation. Today I followed up with USAA and was told that they were not filing the claim with probate court and that since my husband signed my name as co-signer they were pursuing me for payment without first trying to collect from the Estate as primary borrower. I can not make the mortgage payments and do not want the house to go to foreclosure. The Estate has the funds to make the mortgage payments and satisfy the mortgage in its entirety, but USAA refuses to file the claim.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-08-19

PA

Forbearance / Workout plans

Credit card:

Complaint: I contacted the customer contact center to discuss alternate payment methods. I went through an interview process discussing monthly expences. At the end, they concluded the amount owed vs what the income was, was higher, but they could not lower my payment. When I asked how that made any sence, if they see obviously the gap in income vs debt, the gentlemen in the collection area became defensive and basically told me its my own fault im in the position I 'm in, and they ca n't help. When I asked to speak with someone else to get another perspective, he refused. So I asked for his name so I can discuss with someone in their executive area, and he stated it was n't necessary and hung up the phone. How am I supposed to work with my creditors to honor my obligations when they act in such a manor?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response