UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-08-06

VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX I received notification that there were unauthorized changes to my account with USAA. I called USAA in order to alert them to the situation and had my information corrected. At approximately XXXX that night I received notification that my information was changed once more. On XXXX I called USAA multiple times in order to correct my information and file a fraud dispute. I even went as far as to request a call from the USAA call center manager XXXX ( never once receiving that managers call ). I filed the dispute successfully ( I thought ) and asked that my account be placed into a higher alert status. I called back later that night in order to try and gain access to my account, I was transferred back over to the fraud department and filled out another fraud dispute with them. During this secondary fraud dispute I requested access to my account and was told there was n't much they could do about getting access to my account because whoever took over my account placed a " CyberCode Token '' on my account and it allowed them to maintain access despite USAA 's efforts. Over the weekend ( XXXX XXXX and XXXX ) I made XXXX purchases with my debit card and began feeling as though things might be clearing up. On Monday ( XXXX XXXX ) I was called by XXXX XXXX of USAA 's fraudulent activity investigations department and was asked to submit my statement. After giving my statement, expressing my frustrations with USAA for the lengthy process, and expressing my disdain for the call center that constantly dropped call transfers and seemed to not have any ability to solve my crisis, I began to inquire about the activities taken place in my account. I was informed that multiple credits and debits had taken place and the imposter requested a replacement debit card. I was then informed that I was to receive a call the next day to receive notice if the investigator deemed me " at fault '' of giving my personal information to an unknown persons. On XXXX XXXX I received a call from XXXX XXXX and she informed me that her office believed I gave my information out for XXXX reasons. First, my understanding of her explanation of an account takeover scheme and second, a trend where MANY other USAA members have given out there account information. Now I can not speak for the MANY other members who may have been at fault here, but I can speak for myself and I did not give out my information to anyone. I have a XXXX year old girl, a soon to be fiance, and a son on the way. I have way too many responsibilities to risk it all by giving my information to someone else. Since being told I was at fault I have contact my local police department and the FBI in order to investigate this ordeal. I have been contacting USAA but still have n't been granted access to my account. It 's been a real nightmare and I would like a resolution please! Thank you very much for reading, sorry if it is n't well written.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-08-05

Alafaya, FL

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

2015-08-05

Wallington, NJ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: USAA FEDERAL SAVINGS BANK. NOW I spoke to them for the very first time back in XX/XX/XXXX regarding several accounts that were open in my name and my own children 's name that I know I did n't authorize to open. They stated back then that it is me I gave the authorization to open the accounts and that all the accounts were negative and I would have to pay the money in order to stay out of the collections department. I told them that this id ID fraud and I did n't authorize you to open these accounts and especially the ones for my children this is ridiculous. They made me pay and later I found out that my parents were the ones that opened the account but I did n't know. I called them back and they said the accounts were closed due to fraud and you can no longer have an account with us. Now on XX/XX/XXXX I called Early Warning Service to get my yearly consumer report and they stated that USAA Bank reported me as suspected fraud on Early Warning Systems and I am on the report for 7 years. What in the XXXX is going on now. How and why was I reported to this service and why.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-08-05

Quartzsite, AZ

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt was discharged in bankruptcy
Complaint: I have a USAA charged off that 's being reports monthly to my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-05

Hornell, NY

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Complaint: Three years ago, I opened a 36 month CD with USAA and a 36 month loan secured by my CD. The maturity date of the CD and the loan payoff date was XXXX XXXX, XXXX Per agreement, funds from the CD would be eligible for withdrawal on XXXX XXXX, 2015, with any remaining balance on the secured loan to be paid from the CD with any remaining balance after deposited into my USAA checking account. On XXXX XXXX, 2015, I electronically signed into USAA to cash out the CD and pay the balance of the secured loan. Upon log-in, I discovered that USAA had already taken the loan payment from my USAA checking account, which resulted in an overdraft of appx. {$7700.00}. I then attempted to withdraw the funds from my CD to cover the overdraft, but the USAA system would not allow me to access my account. Naturally, I called USAA and informed representatives of the situation, and I made the following requests : 1. I asked that USAA please RETURN the {$9500.00} they had TAKEN from my checking account and applied to the loan. USAA representatives could not ( or would not ) reverse the charge. 2. I then requested my CD funds be released and deposited into my checking account as to cover the overdrawn funds. USAA representatives could not ( or would not ) provide me access to my CD account or money in the account, although the CD had matured that day. Moreover, USAA representatives agreed that my account was overdrawn in error and that the loan balance should have been paid with monies from the CD against which the loan was secured, and they were BAFFLED as to why I could not access my CD or withdraw the funds, but they had no suggestions or apparent means of resolve. I was a told that the money withdrawn from my checking account was a " systems '' issue and irreversible. I was also told not to " worry '' as the " system '' would return the overdrawn funds to my checking account by XXXX XXXX XXXX, minimizing the possibility of more overdrafts. RESULTS:1. A negative checking account balance that could not be reversed by USAA nor covered by me, because USAA would not give back the {$10000.00} I had invested 36 months prior with the good faith understanding that I could withdraw the $ XXXX and accrued interest on the CDmaturity date of XXXX XXXX, 2015. 2. A secure loan DUE but NOT PAID because USAA had overdrawn my checking account and blocked my attempts to withdraw the CD funds that would have covered the overdraft and paid the loan amount due. 3. NON PAYMENT of four checks posted to my checking account that subsequently bounced, due to the overdraft CAUSED by USAA, and the REFUSAL on the part of USAA reps to reverse the overdraft that USAA made in error or give me access to the CD funds that were due to me that day. I will provide documentation with exact amounts and dates, if needed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-08-04

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

2015-08-04

Ladies Island, SC

Late fee

Credit card:

Complaint: I had a XXXX XXXX credit card with USAA. I went online to pay my bill ( XXXX 2015 ) and it showed a balance of roughly {$1300.00}, so I paid it with my check card from XXXX. After I logged off, I remembered paying the bill previously and called USAA. I explained the situation that I had paid the credit card bill twice and would they refund my {$1300.00} that I had overpaid. They said that they would have to research the error on their part of not keeping their website up to date and issue me a check in XXXX days, and that that was all they could do. So I went to XXXX and cancelled the ACH payment and closed the account with USAA. USAA charged me {$36.00} for the cancellation of the ACH ( on a closed account ) that was paying the overage that was due to their not updating their website. They put a complaint on my credit report, even though I paid them their {$36.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-08-03

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 explanation

Disputed: Yes Timely Response

2015-08-03

Silver Spring, MD

Cont'd attempts collect debt not owed

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

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

Disputed: No Timely Response

2015-08-03

Colfax, IN

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I receive multiple calls from USAA for someone who is no longer at this phone number. I 've asked them to remove my number from their list but they have not done it. I 've had enough.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-01

Honolulu, HI

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

2015-08-01

Oxford, GA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I purchased an automobile in or around XXXX 2015 from a dealership. The vehicle had experienced mechanical problems, and so I returned the vehicle and the dealership accepted the return minus their restocking fee. Well, I had told the USAA customer service department about the vehicle being returned. I have also been XXXX and told them that as well. Please assist me in dealing with this matter. On XXXX XXXX, 2015, USAA debited a car payment from a joint account without my authorization.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-08-01

Jax, MS

Closing/Cancelling account

Credit card:

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

Disputed: No Timely Response

2015-07-31

Haskins, OH

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

2015-07-30

Birmingham, AL

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-07-30

Lewisville, TX

APR or interest rate

Credit card:

Complaint: I contacted USAA Bank to discuss the interest rate on my Master Card. My hope was that they would consider lowering the rate to help a customer pay down their balance. First, I understand this is their choice and had they said no because it was company regulations I would have been unhappy but accepted it. What they claim is that government regulations do not allow them to lower the rate. They said specifically that XXXX XXXX in the credit card act of 2009 does not allow. I read through that and it never mentioned lowering rates, only increasing them. In summary, my complaint is that they are misusing government regulations.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-07-30

East Vineland, NJ

Billing statement

Credit card:

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

Disputed: No Timely Response

2015-07-30

El Paso, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: My husband and I have been separated since XX/XX/XXXX. He is XXXX ( XXXX ) and goes through XXXX of running credit to see who qualifies him for a loan and when he gets qualified he acts like he won the lottery. He has been doing this since our separation. Now that his credit is maxed out and is no longer getting approved for loans he has gone to the extent as putting me on as the co-signer without me knowing. This happened two weeks ago XX/XX/XXXX with USAA. He ran an online application for a loan with USAA since he did n't qualify for the {$10000.00} loan he dishonestly put my social security number as a co signer. He got approved for the loan. USAA, very well known bank/insurance for military -- well they, never contacted me to inform or verify with me that there was a loan being processed under my name and I was the co applicant. I only got an email after the fact saying congratulations your loan has been finalized call us immediately if you did not apply. Well I have gotten nowhere with USAA. I placed a police report sent them everything possible to prove to them that I did not apply. I am trying to deal with this along with finding a full time job, take care of my child and get this marriage over and done with. I hope banks and credit companies understand that this is a serious issue. Just because one is married does n't mean one spouse has the right to run your credit without my knowledge, companies should VERIFY with applicants AND CO APPLICANTS. Apparently, he applied on line he e-signed everything and USAA never verified. Everytime I call USAA my account is locked for investigation " we can not open your account '' all the agents tell me I will get called 24-48 hours from today. This has been going on for two weeks now. I will never trust military banking for anything especially this one. It is used by many military and overseas as well and I am left to just wait ....
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-07-30

Kingstree, SC

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I received notification from USSA regarding an automobile payment being more than 30 days past due, therefore it was going to be reported on my credit. USAA is stating that I made the payment on XXXX XXXX of 2015 ( which was two days past the 30 + days time frame ). I have called the company and asked for clarification as the payment was made on XXXX XXXX, 2015 ( one day before the cut off date ). The explanation given to me was that though I did the correct thing by making the payment the day before it was 30 days past due, they can not remove the credit reporting. Their reason is that because I do not have a banking account with them, but I do with a third party bank, it sometimes takes longer for USSA to process the funds. Despite a long telephone call, there was no resolve. I explained to them that I have no control over how their company financially operates, I only have control over when I made the payment and it was before the date they are claiming. I feel that this is a deceptive business practice and should be looked into further. There is no reason that my credit should have a blemish because of their practices, which I have no control over. I also asked if I made a payment that technically was n't late, but my funds were not processed by USAA before the date in which it would be considered late, would I get a late fee - and I was told yes. Basically, no matter what I do or when I pay, it 's when THEY decide to get the funds and they go by that date. This is not fair to the consumer. I was told that I would have to go through a long process with disputing this with the credit bureaus, which I do not have time for and should n't have to go through the hassle due to their " business practices ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-30

Lake Bridgeport, TX

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

2015-07-28

Lexington, KY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I made a car payment to USAA federal savings bank in XXXX for {$570.00}, that 's a little above my normal payment. I later found out that the bank applied it to an insurance policy. I 've never taken an insurance policy out through USAA. They are now threatening repossession of my vehicle. They will not find the error, and correct it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-28

Gastonia, NC

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: I purchased a car on Saturday, XXXX. I was pre-approved for a loan from USAA for a 48 month 2.5 % fixed rate auto loan. I went to the auto dealership, and they were able to offer me a 1.99 % fixed rate. I called USAA to see how to close out the loan I was pre-approved for, and to see if they could match or beat the dealer 's rate ( through XXXX XXXX XXXX ). The representative said since I had been in the XXXX, and I was a USAA member for 20+ years, he could give me a $ XXXX loan at 1.49 %. I was thrilled, and told the dealer I would n't use their financing. But when the representative from USAA told me the 5 year loan for $ XXXX would be almost {$500.00} a month that did n't seem right. After questioning the USAA representative he told me that there was a {$1200.00} origination fee for the car loan. This was not mentioned at the beginning of the process, and was far from transparent. That effectively added over 4 % to the interest rate, but was hidden as a fee. I 've been in banking for over 20 years, and knew enough to push back and ask questions. A brand new XXXX or a XXXX would not have known about the CFPB and what UDAP is. Perhaps USAA would have eventually clarified the fee and it 's impact to my loan. But hiding {$1200.00} on a $ XXXX loan is completely unacceptable. This materially changed the transaction, it was not disclosed, and it intentionally targeted military service members or former service members. I strongly believe this was an Unfair or Deceptive Act or Practice ( UDAP ). If this did not violate UDAP in the letter it definitely violated the spirit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-27

San Diego, CA

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

2015-07-27

Co Spgs, CO

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

2015-07-27

TX

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: 1. USAA will not honor the loan rate offered to me telephonically. Mortgage rates and associated points were telephonically communicated to me and I made detailed notes of the call. I locked in the rate/point based on the telephonic quote. Written lock-in agreement listed different point level from the telephone quote and I made an immediate inquiry to USAA. USAA has delayed investigating my inquiry for XXXX days. USAA now asserts that the telephone call where prices/points were quoted to me was not recorded and, therefore, it will not honor what was quoted to me by phone. 2. USAA has declined to honor the closing date listed in the purchase contract. I have made repeated requests to have the closing date corrected, with no success. 3. USAA has taken advantage of the fact that I am single and a XXXX-time home buyer. When initiating the application process, USAA was made aware that a ) I am young and single ; b ) I have no realtor ; c ) I am a XXXX-time home buyer. When I received my application packet, I did not receive contact info for my loan processor ( I did n't even know I would have a loan processor assigned to me ). When I did receive contact info, I received only a first name and a telephone number ( no last name or email ). Phone calls were not answered, voicemails were not returned for at least XXXX hours. Loan processor did not alert me when documents were sent to me, and since I have not gone through this process I was not aware that documents would be sent by overnight courier to me that required immediate attention. As a result, the process has been unnecessarily delayed several times. 4. USAA will not work with me to resolve my issues/concerns. I made repeated requests to resolve my concerns/issues about closing date and points/loan rate with USAA and USAA has declined to work with me. The representative I spoke to indicated that the closing date is inflexible and that USAA would not honor the rate quoted to me by phone since they did not record the call. Further, the USAA representative chastised me by asking why I had not taken it upon myself to ask the questions about rate changes/required forms/process. I replied that every USAA representative I spoke to understood that I was a first-time home buyer, so how would I know to ask those kinds of questions since everything was new to me?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response