UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-06-06

Skipperville, AL

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

2015-06-05

Beechview, PA

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

2015-06-05

Lubbock, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I was a victim of Identity theft in XXXX 2014. A credit card and debit card was opened under my name through USAA. I called USAA and had the account flagged. I gave USAA a passphrase in case I needed to unflag the account. They never wrote down the passphrase. In XXXX, I needed to unflag the account. When I called USAA, they said that they needed to authenticate me and it would take a couple of days. They said they would call my number in 48 hours. They never contacted me. Due to XXXX, I had to wait a couple of months to get back in contact to unflag my account. XX/XX/XXXX, I called USAA to unflag my account, and this time they asked to authenticate me by a phone number. The phone number on the account is incorrect, and I was told that in order to change it, that I needed to log in on USAA.com to change it. That would work, but my account is flagged, so this is impossible. I was told they would escalate my issue with a back department that would call me back in 24 hours. This never happened, and every time I called over the next XXXX weeks, I was told the same thing. I finally decided to go to the USAA XXXX page to see if I could get better support from them. A lady named XXXX called me saying that I should call her extension to get the problem resolved. However, when I called USAA again, I was told I had to be authenticated to be able to contact her.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-06-05

Reno, NV

Deposits and withdrawals

Bank account or service: Checking account

Complaint: USAA Bank, has no way to make a cash deposit in the State of Nevada, I needed to make such deposits, I have no way to do so, Why do they do business in Nevada. I had a NSF charged to me because I could not make a cash Deposit, I called the day before and talked to a rep explaining that I need to make a cash deposit to my account. She told me to wire the money direct to my account, which I did, they still took a whole day to deposit to my account. Which over drafted me causing NSF of {$29.00} Fee. I called USAA and talked to XXXX, should could not help, I proceeded to talk to XXXX, she gave me an attitude and I am god attitude, and said she would not help me, she hung up. I called back and talked to a XXXX, she tried to help but could not. My complaint is, how can a Banking Institution do business in a State and have NO WAY TO DO CASH DEPOSIT to my account or any other customer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-05

Chesterfield, MO

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

2015-06-05

Huntersville, NC

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

2015-06-05

Berkeley, CA

Closing/Cancelling account

Credit card:

Complaint: Please see the following case numbers XXXX. # XXXX - # XXXX USAA finally gave me new credit cards and re opened my accounts. However, I was told that I had a " collection '' code attached to my new cards and I would not be able to use them. The company is so big that the person who opened and made my account available did not remove the negative red flags that were attached. Again I was on the phone for hours trying to work on this yet again. More wasted time. So if my accounts are in good standing and I have never been late. Then they should now be useable. They even sent me new cards. Also, I even offered to show proof of income. I want the codes removed from my cards so I can use them. Also to make sure nothing negative is reported to my credit report. This has been going on since XXXX, XXXX, 2015.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2015-06-04

MI

Billing disputes

Credit card:

Complaint: USAA Federal savings bank refuses to refund me for unauthorized charges on my USAA credit card. These charges took place between XXXX XXXX and XXXX XXXX 2015 in XXXX XXXX XXXX, at the time I was in XXXX and have n't been to XXXX XXXX at anytime this year ( 2015 ). I can easily prove I was in XXXX during this period however and somewhat surprisingly USAA never requested that proof. The unauthorized transactions consisted of purchases and cash advances in large amounts, USAA approved these charges although they were transacted in another state and I never informed USAA I would be traveling. Other credit cards I have, always contacts me if a transaction was performed out of state. USAA never made any attempt to contact me although this was a card that was rarely used in the past. Further, USAA Fraud department stated that I MUST file a police report and if I did not file a police report they would not investigate my claim and would report the current balance including the unauthorized charges I am disputing to the credit bureaus. I informed the fraud investigator that their position was a breach of contract and may also violate federal policy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-04

TX

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: I have a loan secured by a vehicle with USAA Savings Bank NA. I had made my payment after speaking to a loan representative, as I was past due at the time, that posted on XXXX XXXX, 2015. This brought me due for XXXX XXXX, 2015. They repossessed my vehicle that same evening, after the bank closed. I was able to get my vehicle back the next day but I had to drive over XXXX miles and take off work, from a brand new job. I have made the XX/XX/XXXX payment. When I went to pay today for XXXX XXXX, the account on line is showing I owe for XX/XX/XXXX and XX/XX/XXXX. They can not explain but the representative is telling me that the website is wrong. I am still worried that they will take my vehicle while my account is current again. I can not explain how disrespectful and rude the person I spoke to during the period they took my vehicle was.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-06-03

Heritage Creek, KY

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

2015-06-02

Meridian, AR

Problems when you are unable to pay

Consumer Loan: Installment loan

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

Disputed: Yes Timely Response

2015-06-02

Katy, TX

Other

Credit card:

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

Disputed: No Timely Response

2015-06-02

Belle Haven, CT

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

2015-06-02

GA

Settlement process and costs

Mortgage: VA mortgage

Complaint: I can not get anyone in the company to respond to my repeated phone calls and emails.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-06-01

Stilesville, IN

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have been banking with USAA for about XXXX years. I have disputed the order of transactions several times but it continues to happen. For example, I will make a purchase and the funds will be available and the money taken out of my account. Then a few days or a XXXX later the transaction will appear to have overdrawn causing a fee and the transactions will be out of order. It seems transactions are out of order for the convenience of the bank taking out bank overdraft fees. That causes of slippery slope of fees because the bank takes out money that is n't supposed to be taken out. That leaves the unknown of where the funds went that was taken out when the purchase was made. USAA is either stealing out of my account and charging fees or something.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-06-01

Flushing, NY

Communication tactics

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

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

2015-05-29

Rock Hill, SC

Disclosure verification of debt

Debt collection: Auto

Not given enough info to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-29

Spring Hill, FL

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

2015-05-29

Castle, PA

Customer service / Customer relations

Credit card:

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

Disputed: No Timely Response

2015-05-28

Centerville Branch, 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: No Timely Response

2015-05-28

New Market, AL

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2015-05-28

FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I have been a member of USAA since the early XXXX. Approximately XXXX years ago, following a divorce and a failed business, I filed bankruptcy. XXXX of the debts included in the bankruptcy was my USAA credit card with a remaining balance that was under {$3000.00}. Intent on trying to turn things around, I signed up to monitor my credit through USAA 's partnership with XXXX. However, soon thereafter I tried to log onto my USAA account and I received the following message : " According to our records you filed bankruptcy and we can not collect certain debts. To obtain access to your existing accounts you may log on by clicking proceed below. ( XXXX ) '' The link took me to a limited and cumbersome USAA Web site and I was no longer able to access my XXXX credit monitoring account. The Web site also gave me limited access to my USAA Automobile Insurance policy and my USAA Auto loans ( which I continued to pay and reaffirmed in the bankruptcy - so USAA did not lose anything on those XXXX loans ). I wrote a letter to USAA ( attached ) stating that it seems the only purpose of displaying this message in bold red and redirecting members to a limited and cumbersome Web site is purely punitive and to humiliate its members further. There is no benefit to USAA. It is only a punishment and a humiliation for someone like me who had no other option following a divorce and failed business venture. So every time I log on to make my car payments or to pay my insurance bill or to access some other service at USAA, I am further humiliated. If this is USAA 's purpose and goal, then it has succeeded - I am further humiliated and reminded of my failure a few times each month. I received a call responding to my letter - no one wrote back. I was told that the reason for the limited Web site was so that USAA would not inadvertently extend any further credit to me following my bankruptcy. This makes no sense. They could refuse to extend additional credit to me without redirecting me to a cumbersome Web site and displaying the humiliating message. I am also a member of XXXX XXXX, and had to include a debt from their company, but they do n't display humiliating messages or redirect me to some cumbersome Web site. It seems the only reason for USAA to have this policy is punitive.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-28

Grand Prairie, TX

Improper contact or sharing of info

Debt collection: Credit card

Talked to a third party about my debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-27

Irvine, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-05-27

GA

Balance transfer

Credit card:

Complaint: I was offered a promotional APR of 0 % interest on balance transfers and convience checks that expired on XXXX XXXX, 2015. On XXXX XXXX, I called USAA customer service to process XXXX balance transfers and was told my account was locked and I would have to call back in 24hrs to process the transfers. I called back to USAA 's customer service to process XXXX balance transfers on XXXX XXXX and spoke to a represenitive about the offer and was told that that day XXXX XXXX was the last day to take advantage of the offer. I gave her my first account number to a XXXX and XXXX credit account. The represenitive was unable to get the account to be rcognized by the sysytem and suggested that I write a convience check to myself to cover the balance and pay the account myself. The XXXX account was recognized by the sysytem and was processed that day. I was asked if I had any other accounts and after declining, the call ended. On XXXX XXXX, I noticed a finance charge on my account for balance transfers. I called USAA on the next business day and was told that I was charged due to the balance transfer not posting to my account by the end of the promotion period. I was told the check that was written was under the promotion, but not the account that was processed on the XXXX as a balance transfer. I asked why the person I spoke with did not explain this to me and was told that they were unsure as to why. I then asked why the previous customer service rep. did not just advise me to write a check for the amount of XXXX transfers instead of the XXXX and received the same " Unsure '' response. I feel that I was mislead into believe that the balances I transfered over to USAA would be covered under the promotion offered to me, especially since I was speaking to a customer service agent from the company. I then inquired about just paying off the amount that was not under the promotion and was told, I could not do that without paying off the entire balance of the card. I do not understand why I can not specify what balance is paid after I make the minimum payment.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response