UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-07-26

Jacksonville, FL

Other

Credit card:

Complaint: I went online to USAA to get a secured credit card during purchasing the secured card online USAA 's system charged me twice and set up two secured credit cards when I was only trying to get one. I had to take time out of my busy work schedule multiple times to try and resolve this issue. After speaking to multiple customer service reps I was told this issue was resolved. Only to find out that not only has this affected my credit, the thing I was trying to repair in the first place, but now they are trying to charge me for the additional card that I never wanted in the first place for which they told me the issue was resolved. I tried to make a formal complaint to the executive office at USAA I called XXXX with executive resolutions 5 or more times and never received a call back for any resolution. This bank refuses to return my calls. This has put my ability to repair my credit and use my VA home loan for purchase of my families first home to a complete STOP!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-07-24

Atlanta, GA

Money was not available when promised

Money transfers: Domestic (US) money transfer

Complaint: I transferred {$200.00} from a USAA account to a XXXX XXXX XXXX account on XX/XX/XXXX. XXXX XXXX XXXX did not receive it until XXXX XXXX. USAA said there processing took 2 to 3 days even though it asked for a transfer date and I requested XXXX XXXX, 2015.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-23

Scranton, PA

Billing disputes

Credit card:

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

Disputed: Yes Timely Response

2015-07-23

Salem, OR

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

2015-07-22

Wilmington, DE

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

2015-07-22

Occoquan, VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX 2015, I deposited a check at USAA of {$1100.00}. Once deposited, {$500.00} was available on my account. The next day, I looked at my account and it stated that the check was on hold and my account shown a negative balance of {$490.00} was place on my account. When I spoke to the bank, they stated that this was a federal regulated hold that was randomly placed due to the longevity of my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-21

Batavia, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-07-21

West Newfield, ME

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

2015-07-21

Fort Worth, TX

Delinquent account

Credit card:

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

Disputed: Yes Timely Response

2015-07-21

Beechview, PA

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

2015-07-21

Marblehead, MA

Billing disputes

Credit card:

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

Disputed: Yes Timely Response

2015-07-21

ME

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I want to bring a few concerns of mine to your attention in regards to a stop payment request I made on XXXX XXXX and XXXX to USAA. 1. Lack of appropriate controls in place to ensure my stop payment request was placed on my checking account, costing me {$850.00} as a result,2. Working with representatives that ; a. Hung up on me when they became frustrated with my call, b. Provided me with false identification when I asked for a way to know whom I was speaking with for reference, i. I discovered this when I spoke with a manager who could not locate the agents notes or the agent when I provided the reference I was given,3. Unauthorized transactions on my account, a. I directed the last supervisor not to remove the stop payment fee as I paid for a service, to stop payment, the supervisor removed this fee specifically against my directionOn XXXX XXXX, 2015, I called USAA to request a stop on a check. I provided the representative with the check #, the name of the payee, and informed the representative of the approximate amount of {$880.00}. I told the USAA representative I was n't sure the amount was accurate. The USAA Representative informed me as long as I gave him the check # and the payee I made the check to, he would place a stop on the check. On XXXX XXXX, 2015, I called USAA back, to provide the exact amount of the check, which is {$850.00}. The representative informed me that it would take XXXX hours for the system to process and cancel the XXXX stop and the XXXX stop would set in. On XXXX XXXX, 2015 I checked my account and discovered the check had been cashed on XXXX XXXX, 2015. This was XXXX days after my last call with USAA to place a hold on the check. At this discovery, I called USAA and spoke with a representative who terminated the call unexpectedly. I called back and spoke with the manager and he confirmed the fault of USAA for not placing the hold on the check.. He informed that he noted my account and asked for my phone # for the Executive Resolution Team to call me in XXXX hours. The next day XXXX XXXX, I called USAA and spoke with the Executive Resolution Team, identified himself as XXXX. I explained my situation and XXXX was no help to resolve the mistake. XXXX stated, there is nothing he can do for me and he left me with no solution. I asked for his superior 's contact information and he said, he is the highest and gave me no information. XXXX said, he can credit me back the {$29.00} service and I asked him XXXX times to not credit my account. I informed him I do n't want the credit back to my account I wanted the stop payment service performed correctly. However, I checked my account the next day and discovered that XXXX disregarded my requests and still credited my account without my consent. This is just plain lousy customer service from USAA employees and there was nothing else I could have done to effect my goals. USAA failed and adding insult to injury refused to take any blame, responsibility or acknowledge wrongdoing beyond the failure to put in place the stop payment ( acknowledged by XXXX but denied by XXXX ).
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-07-21

Atlantic Beach, FL

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2015-07-20

Oxford, GA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: My fiancee and I decided to choose USAA to hold our mortgage, so we applied through them initially. Approved us for $ XXXX initially ... .filled out the entire application. And we had to do our own application because we were n't married yet. All that was fine, but how do you approve us for $ XXXX, even though we found a house for way less, and then when we get 4 days from closing to tell us that our loan is no good and that we will not be able to close? And then ask us if we have any family members who could give us a substantial gift for a down-payment? We went from having to take $ XXXX to the table to $ XXXX to the table? So unprofessional. And then our original processor was out for a period of time, but she emailed us and said we were good. That was one issue. Then on the day I was originally suppose to close, USAA calls me back to tell me they have fixed everything ( I was on my way to another borrower ). So during the XXXX stint, we had to provide things that we had already provided ( twice ). Horrible.We kept calling because they were running against the clock to provide the documentation to the closing attorney 's office. Finally, we close. Which brings me to my second issue, if we are both borrowers for the loan, why am I getting the run around on getting my fiancee online access to pay the mortgage? We have called seven times ( on hold as I type this complaint ). We do n't want a 30 year loan. We 're trying to pay the mortgage plus an additional {$500.00} ... .trying to give them money, but no one can seem to help. This may sound petty, but he should be able to see the loan through his online profile and make payments, instead of paying over the phone and paying an additional {$11.00} surcharge. USAA is suppose to be the cream of the crop, but I am very disappointed. We must have done something right because our loan is really good, even the other lender said if USAA can finish it, let them. But this has been a total disaster. At the current moment, I have had XXXX IT tickets put in so that my fiancee can get online access. Nothing has been done. I ask to speak to a supervisor, everyone is too busy. My parents and grandparents are ex-military and so is my fiancee 's family ... ... .they told us to go with USAA because we would get better rates. I waited to write this because I do n't want anyone to give my family or me a hard time with our loans and other services, but at this point it does n't matter. Do not choose USAA to finance your home. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2015-07-19

Mboro, TN

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-07-18

CO

Closing/Cancelling account

Credit card:

Complaint: On XXXX XXXX, 2015, USAA illegally closed all three of my credit card account with balance on them. They have never been late and always paid on time. They say it was my unacceptable behavior or activity with none of this occurred. Now my credit score is low because of this problem. I never had problem with the bank.Credit score damageCard cancellations can impact your credit score
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-07-17

Sherman Oaks, CA

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-07-17

Oxford, GA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I 've been a member of USAA since 1990. Like millions of Americans, I was hit hard by the Great Recession. And was divorced, lost my job and forced to sell my much devalued home through short-sale ALL in the same year. Subsequently, I was forced to file for bankruptcy. Got back on my feet within two years but, USAA blocked access to their " full '' website immediately. For 3 1/2 years I have only been allowed access to my accounts through a minimized web page holding only cryptic information as an alternative. When I log into USAA, it actually closes immediately and transfers me to another page where you have to go through the entire procedure again. The " new '' web site that opens only offers minimal access. USAA also insures my car and when I had an accident a month ago, I could not see vital information pertaining to my claim. Their actions are clearly punitive. I kept my pre-bankruptcy bank accounts open ONLY to pay my insurance bill each month without much bother and do business through another bank. It is disturbing that I can not access information that is mine. Communicating with the adjuster has become nearly impossible as I can not download forms, photos or send emails that are allowed through the full web site. All things necessary to complete my damage claim. I have read online from other USAA members that this is a common practice for USAA that amounts to a " punishment '' for losing financial stability. Punishment on its members for causing the bank lose capital either through defaulted loans or credit card debt. An interesting side note. I also have an IRA brokerage account through USAA. Numerous times I have tried to place money in the IRA and been rejected. The full web site offers easy access for adding to IRA and similar investment accounts. The reduced web site access offers no avenue for increasing the amount in my IRA which has stayed at {$11.00} for 3 1/2 years. Seems USAA does n't want my investment dollars either!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-16

Stanardsville, VA

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-07-16

TN

Taking out the loan or lease

Consumer Loan: Installment loan

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

Disputed: No Timely Response

2015-07-15

Lawrenceburg, TN

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-07-15

New Market, AL

Other fee

Credit card:

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

Disputed: Yes Timely Response

2015-07-15

Lewisville, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: USAA FSB has restricted my account access online. They say it is due to a previous charge off with a USAA credit card - discharged in XXXX. I am told they are no longer attempting to collect on this debt but since it is a loss on the bank, it is " policy '' to not allow me to access my checking or insurance accounts. Insurance policies are not easily changed and are long term. When I ask for access, they give me a mobile website access for the day, then lock it once more. From my perspective ( and any reasonable person ) USAA continues to try and collect this debt to the level of harassment - and impedes my activity even with other divisions unrelated to the banking. Secondary, they place holds on every deposit for XXXX days, etc. all claiming to be " within policy ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-07-15

Las Vegas, NV

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My wife and I have top tier credit and applied for a loan, we were pre approved and the barrage of sending information began, they wanted everything imaginable, all the way up to the point of asking for a letter from my wives employer that her tips would not change? Thats after sending a form for them to fill out and be reviewed by a supposed independent company. Everything was fine supposedly according to XXXX XXXX.processor Usaa. Well the closing date came and went XXXX XXXX, they said we need a new closing date the XXXX, that came and went, then I called and spoke to another processor that said the date had been moved to the XXXX. Well friday afternoon XXXX XXXX I receive a call from XXXX XXXX that my loan was declined because of debt equity. This is based on the tax returns I originally sent, it took till 4 days after the closing to tell me that. Since the inception of our loan process we sold our current home and will have XXXX available to put down, So I told them well the house is XXXX we have XXXX to put down, house appraised for XXXX. So can we get that amount approved? This is after no longer dealing with XXXX XXXX but working with manager XXXX, XXXX and Director XXXX XXXX. Today is XXXX XXXX I am still not approved and my seller no longer wants to wait for my approval. So I wish I could sue for damages somehow, I am out thousands of dollars and sold my current home and now have to look for another house. Shame on USAA mortgage for doing this to us.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-14

Logansport, IN

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 non-monetary relief

Disputed: No Timely Response