UNITED SERVICES AUTOMOBILE ASSOCIATION

2015-05-26

Ft Charlotte, 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

2015-05-25

Finksburg, MD

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I wired money on XXXX/XXXX/2015 from USAA account : XXXX XXXX XXXX {$5700.00}. to : XXXX XXXX XXXX, bank name : XXXX bank, bank address ; XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX acc # : XXXX. SWIFT code : XXXX. After two hours, I called to recall the wire transfer back. It was pending. I 'm still waiting for the recall. I know it 's my responsible to make sure the account information is correct. I feel that as a consumer that I should be able to recall the wire transfer as it is a error and scam. The receiving bank should be reply to USAA. All the bank should be there to help good customers not a scamer. The bank I wire the money to is in XXXX. The scam company is : XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, XXXX, email : XXXXXXXXXXXX. add : XXXX XXXX XXXX, XXXX. XXXX. XXXX, XXXX ; XXXX. Banks should be able to recall the wire transfer for all the customers. Bank should be help the customers to get their money back as it 's is a recall. I also want to report XXXX Scams : XXXX XXXX {$8500.00} wired to XXXX from XXXX 's bank : Beneficiary : XXXX XXXX XXXX. Bank XXXX Bank XXXX XXXX XXXX. Bank address : XXXX XXXX, XXXX XXXX XXXX, XXXX bank XXXX # XXXX XXXX XXXX : XXXXPlease do published these XXXX scams ' company and name of these XXXX XXXX company:XXXX. XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, fax:XXXX address : XXXX XXXX XXXX, XXXX XXXX : XXXX. XXXX, XXXX. XXXX # XXXX. XXXX. XXXX XXXX XXXX XXXX XXXX XXXX tel : XXXX, fax:XXXX, address ; XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX : XXXX. Please do protect consumers and we should be able to recall all the wire transfer back to good customers at the same day or the next day.. Thank XXXX : XXXX : XXXXXXXXXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-22

Seattle, WA

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

2015-05-22

Hinkley, CA

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

2015-05-22

VA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: 1. Electronic Payments status is complete but the funds are not subtracted from the current balance creating an account out of balance condition. 2. Some payments are completely removed from the account ( scheduled payments, completed payments and account details ) while in process resulting in an account out of balance condition.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-21

Fayetteville, NC

Advertising and marketing

Credit card:

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

Disputed: No Timely Response

2015-05-21

MS

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I contacted USAA bank to dispute a charge after I found a company failed to due work as promised and after having to pay another mechanic for same work I asked for a refund. USAA so called investigation failed to take other mechanic information or even listen to audio recordings between me and company where they admitted wrong doing
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-21

Scottsdale, AZ

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Complaint: The nature of the complaint is that the creditor failed to respond to a debt verification request made pursuant to the FDCPA. The basis of the dispute is that complainant was a victim of identity theft. In XXXX XXXX Complainant 's ex-spouse open a credit card account with USAA in his name, and the Complainant was unaware that the credit card account was opened. The XXXX decree was granted at the hearing on XXXX XXXX, XXXX and signed by the judge on XXXX XXXX, XXXX. XXXX days prior to the final order dissolving the marriage Complainant 's ex-wife transfers balances from XXXX of her credit card accounts to the USAA account. The complainant became aware of this once the balance showed on his credit report. He immediately filed a police report with the XXXX XXXX XXXX, TX police department. The case is being investigated by Office XXXX XXXX. He also filed a complaint with the Federal Trade Commission. On or about XXXX XXXX, XXXX the complainant through his legal counsel sent a written debt dispute letter to USAA requesting verification of the debt and specific documents to authenticate the account application. On XXXX XXXX, XXXX USAA responded that the credit reporting issues were out of its control referred the complainant to the credit reporting agencies and failed to provide any verification of the debt. The Complainant is requesting debt verification and damages and reasonable attorney 's fees pursuant to the FDCPA.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-05-20

GA

Customer service / Customer relations

Credit card:

Complaint: Bankruptcy discharged XX/XX/XXXX. USAA credit card was discharged in that bankruptcy. In XX/XX/XXXX, my USAA checking account was overdrawn due to insurance policy charges. I called USAA to give them updated bank account information, as I have no way to deposit money into USAA checking due to location. They debited the insurance charges from my new checking account, but referred my overdrawn checking account to a collection agency. As soon as I learned of this, I submitted a check to them in the amount of XXXX. Thinking this was resolved, and the check having cleared, I told the collection agency to stop calling me, as I had paid the debt directly to USAA. Today I called USAA and was informed that the payment was applied to an outstanding credit card debt, and they would not reverse it. I told the senior banking agent at USAA, named XXXX, that I included that credit card in by bankruptcy and that it was a violation of law to collect that debt. She told me I was wrong and disconnected the call. Attached are the credit card statement that they posted to my account for the XXXX time since XX/XX/XXXX, and my bankruptcy petition and discharge.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2015-05-20

Smyrna, SC

Billing disputes

Credit card:

Complaint: USAA Mastercard cancelled my card in late XXXX as a precaution against fraud and sent me another card. In the process those that had been on auto pay had to be contacted and given the new card number. I opted not to renew XXXX for auto payment. When XXXX called they were told their services were not wanted and to stop billing USAA Mastercard. This conversation occurred XXXX times, I do n't want your service stop billing USAA Mastercard. USAA Mastercard has been told a total of XXXX times ( XXXX on the phone and XXXX times in writing ) charges from XXXX are not authorized. USAA continues to accept billing on the account they closed. This has been happening monthly since XXXX 2014. USAA 's position is " this is an active account. '' I asked the adviser to the CEO, XXXX XXXX, 'How many times do I have to cancel before USAA Mastercard will consider the account closed? ' XXXX XXXX ' response, " you need to contact XXXX and tell them you do not want their service. '' USAA Mastercard can not answer the fundamental question of what it takes to cancel preferring to charge me interest and penalties on credit card they closed from an account I did not renew and on multiple occasions told them to stop.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-05-19

Hialeah, FL

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: Yes Timely Response

2015-05-19

MO

Communication tactics

Debt collection: Credit card

Threatened to take legal action
Complaint: USAA Closed account fraud activity on credit card XXXX + said they did n't want to do business any more card was used for withdraw transactions deposits were made a By a XXXX XXXX from a phone number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-19

El Paso, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: yes my name is XXXX XXXX and my complaint is with USAA. I fell victim to fraud I filled out an ad online through XXXX thinking it was a build your own business kit and it turned out to be a scam. First they want to hold me responsible for paying the overdrawn balance I feel as though that is not right for me the customer having to pay for the wrong doing to me by someone who committed fraud on behalf of my checking account. Now they are reporting to the credit bureau about this incident. I 'm a XXXX and me getting treated like I 'm the criminal is very unacceptable I feel as though that the balance should have been written all I was able to continue to use my account because my military pay for XXXX my tax return the month of XXXX in the month of me my military pay has been garnished because they said that I had to pay back the overdrawn balance and it was over {$5000.00} of my money that I work hard to make has been garnished trying to please USAA not knowing that my money was being garnished for me being victimized of fraud or my account being compromised. I would greatly appreciate it if I can receive a phone call and or an email about this situation and I can fill you in with more details about what took place because I would like to have the money that I put it in the account by me being the XXXX back. that 's all that I want from USAA is my money the money that I made on a monthly basis with the XXXX in my tax return I want my money back if they ca n't compensate me for what has been taken from me due to being victimized a fraud then I want to take them to court behind this matter I think is very unprofessional and very degrading and very disrespectful to treat a customer like he or she is the criminal that was done to them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-19

NY

Billing disputes

Credit card:

Complaint: A letter sent to USAA Federal Savings Bank in XXXX XXXX, TX in XXXX 2014 was never responded to. Several bankers acknowledged receipt of the letter. After speaking to USAA, the letter was acknowledged as received and that they were required to respond. Numerous calls ( despite acknowledging receipt of the letter ) yielded no response. The banks user agreement clearly states that they will acknowledge receipt of a letter within 30 days and send a response within 60 days as either agreeing to it or denying it. To date no response has been received despite that this consumer is held bound to the user agreement if I do n't state otherwise. The purpose of the letter showed duplicate charges, late fees and fraudulent charges from the past not completely reversed. And some other issues concerning the users credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: Yes Timely Response

2015-05-17

Arco, CA

Credit card protection / Debt protection

Credit card:

Complaint: Well, I filed a dispute with my credit card for a large amount of money. A woman named XXXX promised to contact me after calling her supervisor. However, I never heard from her. I left XXXX messages on her machine and also called and left a message for her supervisor. No one ever called me. I asked if there was other information they needed and she said, typically not, your services were not as described. I have protection under my master card credit card agreement, but the part I 'm contacting you about is the failure to communicate. I 've been asking for months, but no one will speak to me. If someone promises to call so I can get my facts together, fine, but now no one at USAA will return my calls. I 've called repeatedly. Then, I got a letter -- much after these events -- asking for all the same information I already filed. This person has mismanaged my case. I explained the details completely and submitted them. She said she did n't need the information and now suddenly she lost all of it. I do n't understand how my case is being mismanaged so terribly and why a supervisor wo n't call me back. It is disturbing. I want my money back. The amount of the dispute should not be in issue. It is within my rights to have the information and be communicated with in a timely manner. The fact that XXXX lost all of my information and sounded confused about my case reveals that she did n't even investigate or look into it. I have a provision in my case that states if the services were not as provided I could have my money back. In this case I left written documentation and forwarded it to USAA. I did everything on my side and now they want me to do it again. no one ever returned a call. I do n't want XXXX, I want a supervisor. and still no one called m back. I have been at the bank with the card for many years. Why ca n't they honor their word to me that I would get my money back?
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2015-05-14

Martinsville, VA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with monetary relief

Disputed: No Timely Response

2015-05-13

S Plainfield, NJ

Communication tactics

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

Frequent or repeated calls
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: Yes Timely Response

2015-05-13

Philadelphia, PA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I filed a complaint with USAA bank for an online debit card purchase. I felt like I was taken advantage of by XXXX, an online penny auction site. After providing all pertinent details and a copy of my bank statement verifying the disputed charges, I felt like none of that mattered and the dispute was ruled invalid because XXXX provided a copy of the charge authorization. My issue was not that I authorized the charge, but that the service promised for said charge was never delivered, i.e. " Service was not delivered as described. I have attached a copy of the Dispute Decision from USAA along with the Merchant Rebuttal and my emailed response to the Rebuttal. I do not feel like the human element was taken into consideration in this matter, and the decision was based on the authorization for the charge. I hope that, after reading the attached documents, you will see that I was taken advantage of by a company that I had moved on from. Had XXXX never contacted me after I concluded my business, i would not have this issue. Thank you for your time and consideration in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-13

San Antonio, TX

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: No Timely Response

2015-05-12

Chesterfield, MO

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

2015-05-12

Ponce, PR

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2015-05-12

Alexandria, VA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: On XXXX XXXX, 2015, I learned that my credit card had been compromised via a text message from my bank, USAA. I called the company immediately and I thought I had made all arrangements necessary to have the card formally reported compromised to the card issuer, turned off, and a new one sent to me. A week later, I found out the bank had not turned off the card nor reported it to the card issuer. The representative of the bank stated that this was because our phone call had been cut off near the end of the call, and that the bank 's representatives are forbidden from calling customers back to complete the process, nor will they proceed with the actions being taken. Customers are not informed of this. In my case, this meant I did not know that my account was still vulnerable for a week.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-12

Oxford, GA

Problems caused by my funds being low

Bank account or service: Savings account

Complaint: There was an unauthorized transaction on my account and my bank is stating that it is my responsibility.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-05-11

Scottsdale, AZ

Closing/Cancelling account

Credit card:

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Disputed: No Timely Response

2015-05-11

Austin, TX

Cont'd attempts collect debt not owed

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

Debt is not mine
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response