UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-07-01

Dallas, TX

Payoff process

Credit card:

Complaint: Hello. I have a past due credit card account with USAA. I have been making attempts to contact USAA for the past XXXX weeks in order to settle this debt. I have yet to reach anyone about this. I have waited on hold for up to an hour to speak to someone and I 'm still unable to get through. I recently received my XXXX rating from the VA. I have been diagnosed with XXXX from being an XXXX in the XXXX XXXX serving in XXXX, XXXX. My experience took a very big personal toll on my ability to properly manage my finances and personal matters. In addition, I was caring for my father who was at the time, a XXXX patient. My father was receiving XXXX from a result from his condition. This income was being used to manage our shared finances. He passed away from his condition and the XXXX payments stopped. I dealing with my father 's death and loss of income, I was not in the right mind to manage my personal finances. I could not afford the payments on this account and it caused it to charge off. I have not heard from USAA in the last couple of years in reference to this account. Now that I received my XXXX rating from the VA, I also received a large payment from them. I immediately set out to settle my debts. USAA was the first company I attempted to contact but I was unable to reach anyone. I have since settled other debts and now I have a little under XXXX XXXX dollars to settle this debt. My intention was to settle this debt for a reasonable amount but now this is all that is left. This is very unfortunate since I had the ability to pay this off and USAA was the first in line.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2015-06-29

Cartersville, SC

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

2015-06-29

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-06-29

Canton, 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

2015-06-29

Carmel, IN

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

2015-06-29

Clearwater, FL

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

2015-06-29

Shulerville, SC

Cont'd attempts collect debt not owed

Debt collection: Auto

Debt is not mine
Complaint: Debt collectors keep calling about a debt that I do not owe on, I told them numerous times to stop calling and they keep calling every hour, harassing me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-06-26

Newnan, GA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I deposited XXXX $XXXX checks into my USAA XXXX account Friday XX/XX/XXXX. I deposited an additional XXXX XXXX checks into my USAA savings account on Saturday XX/XX/XXXX. My account was locked after depositing the checks into my account Saturday XX/XX/XXXX. I was told by a representative that my account wold be on hold for 2-3 days. When I called back in on XX/XX/XXXX I was told my account was under review and that my account would be inaccessible until Friday XX/XX/XXXX. The explanation was that they were waiting to see if the checks bounced. On Friday XX/XX/XXXX I called the bank back and was told my account wold be frozen/in a credit only status until the checks returned. The checks will not be returned because I still have XXXX in the account that the checks were drawn from. I can see that USAA presented and received all monies from the checks on XX/XX/XXXX I offered to call the other bank and give them permission to discuss my account as well as the funds available in the account. USAA refused. They are going to hold over $10,000 indefinitely and I have no recourse. This is criminal, illegal, and downright sickening that they would treat a customer with no incidence of bounced or returned checks like this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-06-26

Oaklevel, VA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: USAA staff advised us on XXXX, in XXXX separate phone calls, that USAA is now permitting all fraud activity on their members ' cards to be handled by a fully automated system. USAA further advised us that this system is completely autonomous and there is no human oversight or control. Therefore members ' cards will be subject to hold and suspension with no known cause or effect. This will cripple business and personal activity of those members who can now not rely on the availability of the credit and purchasing power given to them under the card members contract with USAA. This violates the following : USAA card member agreementState lawFederal lawTruth in lending lawFederal law governing internet and on line treansactions Personal civil rightsWe require USAA immediately reinstate a manual control over their fraud alert issues of all card members accounts before serious retribution and/or risk to USAA employees and public safety that could result in loss of life is reached. Under this current situation we have been forced to suspend all state to state travel as we can no longer depend on our credit cards being accepted at all locations we use for purchases to conduct our day to day business. As USAA can not know when, or for how long, or for what reason, alleged fraud activity by their automated system would shut our cards down ; we are forced to suspend operations. We can not jeopardize our staff, volunteers, or clients to the risk of an ambiguous automated system that would result in our staff, volunteers, or clients being held hostage by an out of control automated system. USAA 's unwillingness to correct this matter and provide proof of cause and effect is a form of extortion and could be considered an act of terrorism against us - a religious based operation. XXXX XXXX, Va.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-25

Dr Martin Luther King Jr, FL

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-06-25

Mill Creek, IN

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I am a XXXX in Indiana. My client is getting a loan through USAA Bank. He is a veteran. This loan has been dragging on for close to 50 days. Now they need to extend the rate lock but want to charge my client {$9800.00}. It can not be rolled into the loan so it must come out of his pocket. They have not been expedient with this process. What do I do to protect my client????
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-24

East Union, WA

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

2015-06-24

OR

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: USAA through XXXX XXXX did not cover the replacement of shock absorbers on my XX/XX/XXXX XXXX XXXX. I purchased an extended waranty during the process of refinancing my vehicle. I believe USAA is guilty of deceptive advertising andam filing this complaint in an attempt to be made whole from this deception. On XX/XX/XXXX I obtained a loan from USAA for my vehicle. In those documents and during that transaction I reviewed the information on the web site for the extended vehicle protection plan ( " Plan '' ) and financed {$840.00} for that plan. I recently took my vehicle for servicing and it was determined to need new shocks. My understanding ( now ) of the suspension assembly is that in this vehicle the front uses XXXX Struts, while the rear uses shocks. The web site states the following : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_main_page? akredirect=trueWhat 's not covered? Extended Vehicle Protection may not cover repairs under thefollowing conditions : - If the repair is still covered by the manufacturer warranty or covered by a recall or special policy by the manufacturer. - For normal wear items such as brake pads, wiper blades, light bulbs and tires. - On vehicles with modifications not recommended by the manufacturer, i.e. useof oversized tires, header pipes or removal of any emission control system components. For moreinformation on what is not covered refer to the service agreement which XXXX XXXX mails to you when enrollment is complete. In addition under the section on details of what 's covered it states : https : //www.usaa.com/inet/pages/extended_vehicle_protection_program_details Upper and lower control arms and their shafts and bushings, ball joints, steering knuckles and spindles, stabilizer and strut or track bars and their bushings and links, coil springs, torsion bars and their mounts, leaf springs and their shackles and bushings, hub bearings and wheel bearings and XXXX struts . I believe if USAA does n't cover these shocks their advertising is deceptive because of the following : It is clearly stated what is not covered and " Shocks '' are not a consumable product and do n't fall into the categories above. - I only saw the web site and the loan documents before I signed the agreement for the loan and did not see this exclusion in the contract ( and still have n't actually as this contract is not in my USAA documents ). I never signed any contract. - Shocks are considered part of the suspension assembly and it states that thesuspension assembly is covered. After spending several hours talking to USAA and XXXX XXXX, I still have no resolution. The cost for these shocks is approximately {$430.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-24

Waynesville, MO

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

2015-06-23

Las Cruces, NM

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

2015-06-23

Itasca, IL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I have a USAA checking account. I recently made some bill payments which caused my account to be overdrawn but the overdraft should have been covered by my linked USAA credit card. At the time the payments were presented, there was a {$22000.00} CREDIT balance in my credit card account, i.e., USAA owed ME {$22000.00} in addition to the {$9000.00} credit limit available on the credit card account. Despite this, XXXX payments were returned and I was charged returned payment fees totaling over {$100.00} by both USAA and the recipient of the payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-06-23

Grand Prairie, 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 explanation

Disputed: No Timely Response

2015-06-23

Scottsdale, AZ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: USAA Bank - I attempted to make a deposit and the funds were placed on hold. It was a {$20.00} deposit. They will not take any other methods of viable deposit unless it 's a Wire transfer ( going to cost me XXXX dollars from my bank XXXX or a cash advance off a Master Card. Sadly, I do n't own a mastercard. I only have XXXX but they wont accept that. They told me they wont accept a cashiers check/money. I have no way to make a deposit and they are going to access me a feel. Just to note, it 's XXXX XXXX and my debit wont hit the bank until the XXXX. They have my deposit on hold until XXXX XXXX. With no way to deposit, I can not avoid the penalty even though I contacted them 2 days in advance. They are going to charge me a {$39.00} fee on a XXXX dollar debit. I
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-23

Itasca, IL

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I had previously submitted a complaint against USAA with regards to my auto loan. I was promised a lower rate over than what I am being charged. In addition, the term should have been XXXX months with XXXX payments rather than XXXX months. As a result of that complaint, USAA offered to essentially refinance the loan with the correct terms since they could not fix the original loan. However, I paid for a gap insurance product on the current loan which is tied to the loan, not the vehicle ... so refinancing would have voided the gap insurance and since the new loan would have been a refinance rather than a purchase, I would not have been eligible for repurchasing the gap insurance. The USAA person who was responding to my complaint was supposed to look into this but she stopped responding and none of the issues were ever addressed. I am still paying the higher interest and the amortization period is still wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-22

Saint Charles, MD

Communication tactics

Debt collection: I do not know

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

Disputed: No Timely Response

2015-06-20

Saint Paul, MN

Balance transfer

Credit card:

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

Disputed: No Timely Response

2015-06-19

MA

Billing statement

Credit card:

Complaint: We were not receiving paper statements on our credit card account with USAA, so we contacted customer service to change our billing preference. That was over 6 months ago and after monthly calls to USAA customer service, including a problem resolution department in XXXX, we have yet to receive a paper billing statement. As a result, we are unable to verify purchases, review interest charges or know our minimum monthly payment. This is a breach of our card member agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-19

Southington, CT

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

2015-06-19

Santa Monica, CA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: My bank is USAA : - XXXX unauthorized debits were made to my checking account on XXXX/XXXX/15. Amounts were for {$100.00}, {$6.00}, and {$6000.00}. - USAA did not detect these and call me. I detected the discrepancy and called as soon as I was made aware of the unathorized transactions. - USAA credited my account back in full for the amounts on XXXX/XXXX/15. USAA never called me to tell me that the account was being credited. - Several forms and affidavit were mailed to my home address asking me to explain the situations. Thinking the situation was resolved, I disregarded the requests. Again, USAA never contacted me with instructions. - On XXXX/XXXX/15, USAA debited my account for {$6000.00} since I had not returned the forms. The Bank never called me to let me know that they would debit my account for {$6000.00} if I did not return the forms. - In XXXX '15, I mailed all proper documentation to USAA including notorized affidavit. The Bank has received forms and has had them on file for over 30 days. - As of today, I still do not have the {$6000.00} credited back to my account. When I call USAA, they say that they are awaiting for the XXXX party bank to release funds back to USAA so that my account can be credited. USAA has provided terrible communication on this matter. They rarely call me to provide a status update. The Bank has yet to confirm whether the initial issue was fraud or bank error. I have no estimated time of completion on this account issue. As a consumer, I do not know what my rights are in this case. Funds of {$6000.00} were clearly debited from my checking account in error back in XXXX '15, and I am not sure why I am the party still at a loss when I did nothing wrong. - Can you help?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-18

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response