UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-07-14

Hinkley, CA

Closing/Cancelling account

Credit card:

Complaint: USAA Federal Savings Bank issued a XXXX from to me, but upon checking my credit score, I saw that USAA did not delete debt. It is still showing the amount and it is still open. Please help me resolving this matter because USAA is not helping me and they are rude. I tired to explain to them to take it out on my credit report but they always hang up the phone on me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-07-14

San Antonio, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: USAA has blocked access to online website as well as closed my checking and savings as well as prohibited me from opening new ones. They have picked an arbitrary date for me to be able to get out of punishment for executing my constitutional right to file Chapter XXXX. The further discrimination and harassment for such a long time following a major financial decision is intolerable. The XXXX-year time-out that USAA puts in place is nonsense and prohibitive to people trying to maintain or re-establish their financial lives following the major decision to file Chapter. USAA 's practice of this method of punishment to the military community it serves needs to be addressed. I had no choice but to file for Chapter after my divorce or face financial ruin. I can not even have a savings account. It is absolutely absurd. No other bank does this and thankfully XXXX XXXX XXXX has been a wonderful plan B, so even if I can switch I do n't know that I will because of how USAA treats their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-07-13

Castle Hills, TX

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

2015-07-13

Atlanta, GA

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

2015-07-13

Louisa, VA

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

2015-07-13

Alachua, FL

Shopping for a loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2015-07-13

Atlanta, GA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I was going to do a bankruptcy but stopped the process, the car was sent for collection to XXXX ... it is showing that it is a repo which is not I have been making paying through the company XXXX that USAA assigned to it. I need that collection off my credit because it is affecting me getting a new car. This account is being paid on the XXXX of the month at {$300.00}
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-11

Silver Spring, MD

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2015-07-10

S Milwaukee, WI

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

2015-07-09

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

2015-07-09

Forrest City, AR

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

2015-07-09

Omaha, NE

Using a debit or ATM card

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

2015-07-08

Euclid, OH

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Due to a business failure, I had to file bankruptcy recently. I have an auto loan with USAA Bank that I am trying to do the right thing with and pay the loan as agreed upon and also so that I can keep the car. Being able to check my balance and pay the payments due online is something that I feel that I should be able to do but USAA has informed me that, because I filed bankruptcy, I am no longer entitled to have accounts with USAA or to have online access to my accounts and that any time I want to check my balance and/or make a payment I have to call them for that information which, depending on call volume can be a huge inconvenience. I feel as though USAA is punishing me for filing bankruptcy even though I am attempting to make good on the loan that I have with them. I complained about this to them to no avail and the treatment I received during that process seems to indicate a culture issue at USAA regarding people that have filed bankruptcy. I also know of someone who had car insurance with them and they XXXX his premiums for the sole reason that he filed bankruptcy. I understand that banks are prohibited from attempting to collect on debts that are involved in a bankruptcy but, once the bankruptcy has been discharged and the customer is making payments as he/she should be, I do n't think that it 's right that they should make life difficult for that person by denying them online access as well as the opening of future accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-07

Centerville, GA

Other

Credit card:

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

Disputed: Yes Timely Response

2015-07-07

Brooklyn, NY

Credit card protection / Debt protection

Credit card:

Complaint: l enrolled for USAA Debt Protection plan on XX/XX/XXXX and l clearly told them l am self employed, fast forward to XX/XX/XXXX l lost my business and l could not afford to make minimum payment and USAA denied my application that they do not covered XXXX, they ( USAA ) been charging me over {$100.00} a month for this service. please help, l find this situation to be fraudulent and mis-informed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-07-07

Oxford, 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 monetary relief

Disputed: No Timely Response

2015-07-06

El Toro, CA

Loan servicing, payments, escrow account

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

2015-07-06

Chicago Heights, IL

Deposits and withdrawals

Bank account or service: Savings account

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

Disputed: No Timely Response

2015-07-06

San Antonio, TX

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

2015-07-04

Bellaire, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: USAA Federal Savings Bank was arbitrary and capricious in the issuance of a XXXX, Cancellation of Debt. They also do not follow IRS rules for issuing the XXXX USAA XXXX refuses to provide their policy in writing for issuing XXXX. I owed XXXX debts of equivalent age and both over {$600.00} dollars. XXXX accounts were charged off by USAA three days apart ; however, only XXXX account was issued a XXXX. In the XXXX, USAA indicates in Box XXXX they " discharged '' the debt and in Box XXXX they do not hold me " liable for repayment '' yet they continue to seek reimbursement. USAA also failed to comply with IRS " Specific Instructions for Form XXXX '' and provide the telephone number to the correct department on my XXXX as " CAUTIONED '' in the IRS instructions ( they did n't provide any telephone number ). This blatant hurdle to customers is only further exacerbated by their refusal to provide me their written policy or established business practice ( for ceasing collection efforts and issuing the XXXX ) as required by the IRS. Couple this with the numerous different explanations of why I received a XXXX and why I still must pay, you realize their customer service representatives ( CSRs ) are not reading from the same script ; in fact ; some CSRs indicated I did n't owe anything. What 's ironic is that when I first approached USAA about the XXXX, they asked that I fax them a copy of it! USAA 's lack of transparency, and their inconsistencies and unfairness in applying policies they will not put in writing is POOR customer service. I have paid in full the account that was not issued a XXXX. However, I refuse to pay a debt that was " cancelled '', then " discharged '', and that I am " not liable to repay '' as indicated on the XXXX. Besides, the XXXX has to be treated as income on my taxes and a loss on USAA 's.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-07-03

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have XXXX complaints about USAA mortgage services. The first, I 'm concerned that I may have overpaid in interest. The second has to do with how USAA unilaterally applies additional mortgage payments to principal, interest and escrow, and the third has to do with their use of " mortgage servicers '' to manage their mortgages and their lack of accountability or responsibility to their members when using the " mortgage servicers. " For the first issue, I sent three additional mortgage payments that were to be applied to the principal only. In each instance USAA applied the additional payment to the principal, interest and escrow. I contacted USAA to correct the payments, with the exception of the last payment. I have n't yet been able to reach the " mortgage servicer. '' As interest is determined by the value of the loan, the interest rate and number of days, I 'm concerned that I 've overpaid in interest. I was assured by USAA that the payment corrections would be dated back to the date the money was received ; however, it does n't appear that the corrections were. The first payment was made XXXX/XXXX/15, but was not corrected until XXXX/XXXX/15. The second payment was made XXXX/XXXX/15, but the correction was not made until XXXX/XXXX/15. Unfortunately, because of my work schedule and USAA 's " mortgage servicer '' business hours, I 've not yet been able to reach them to correct the third payment. Additionally, the second issue, on the third payment, I made it very clear that the payment was to be applied to the principal only. I wrote in all caps and highlighted " PRINCIPAL ONLY '' on the check and money orders. I selected " principal only '' on the payment coupon and included the value that was to be applied to the principal. Still, USAA applied the amount to the principal, interest and escrow despite my express written desire that the entire amount be applied to the principal only. For the third issue. I contacted USAA about correcting the third payment and they directed me to their " mortgage servicer. '' The " mortgage servicer 's '' business hours differ from USAA 's business hours. So I called USAA back and explained the " mortgage servicer '' was closed for the day. USAA offered to give me the " mortgage servicer 's '' direct phone number so that I could call them directly when they were open for business. I explained to USAA its extremely difficult for me to contact the mortgage servicer because of my work hours and that my mortgage contract was directly with USAA, not the " mortgage servicer. '' I had no desire to work with their " mortgage servicer. '' The agreement with the " mortgage servicer '' was between USAA and the " mortgage servicer. '' My agreement was directly with USAA and I did n't want to contact a third party to correct a payment relative to the agreement between USAA and myself. USAA was unable to help and insisted I contact their " mortgage servicer. '' I sent an email complaint to USAA about it and received no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-01

Vineland, NJ

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: No Timely Response

2015-07-01

Dixiana, AL

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-07-01

Marion, MT

Deposits and withdrawals

Bank account or service: Checking account

Complaint: My husband was reported to be in a guardianship to USAA Bank, but really was kidnapped. USAA bank held our direct deposit, and allowed 11 years of our money to be sent to the kidnappers. I provided an attorney name who tried to check out the so called " guardianship '' file from District Court a year later, and he said there was no file, and complete fraud. I asked the bank to contact this attorney, they refused. Magically a file appeared a few years later, so a person connected with the court was involved. A local State Senator told me we have a crime ring and it is headed by the Judge in the case. He was collecting names of others defrauded. Recently I contacted the XXXX who had received a diagnosis from this judge ( no medical license ) of me being permanently mentally ill. This was to prevent me from filing in the case, and to discourage an investigation by others. The XXXX asked me to have the successor judge null and void all actions and orders in the Case. The bank was sent the document filed, and is pretending they have no idea what the case is about. The order should be signed this week ( XXXX XXXX, 2015 ) with no opposition and no testimony. The case registry has no respondent and no defendant, in violation of the Right of Due Process for married persons..
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-01

Bancroft Hall, MD

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: Like many of the military veterans USAA serves, I filed for bankruptcy. I immediately confirmed my intention to pay my vehicle loan in full. However, USAA eliminated online access to the loan and refuses to even send paper statements. The only way I 'm allowed to verify account information is to call a separate phone number that rarely works, apparently due to under-staffing in the bankruptcy department. USAA will permit you to set up monthly automatic payments for your loan, but a representative warned me that they do not stop the payments once the loan is paid off. After inexplicably making it more difficult for members in bankruptcy to access their accounts, the policy of accepting over-payments is tantamount to stealing from USAA 's most economically vulnerable members. USAA also blocks members who have come through bankruptcy from full online account access granted to all other members. I was told this was " corporate policy. '' Considering the unique financial challenges facing so many of our nation 's veterans, I would hope USAA would support ( rather than exploit ) members who go through bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response