UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-11-25

Desoto, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-25

Country Life Acres, MO

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Summary USAA closed down two of our accounts without our consent. They sent the proceeds to the wrong address. They put a stop on the first two checks and tried to reissue those checks and send them to the correct address. There is a flaw in the their corporate check issuing department and they don't know where the checks are or if they have actually been issued. We have not had access to our money ( {$9400.00} ) for over four weeks now and do not know if we will ever get the money back. The checking account had {$5300.00} when it was closed. I was able to open an account at USAA because my father is an XXXX veteran. Long Version My daughter has been living abroad for the last year. She called USAA before she left in XXXX to change the address on her checking account to her new apartment in XXXX, XXXX. When she finished her degree and was about to move back, she called USAA to change the checking account address back to our home address. The person who recorded the address change was not paying attention and entered the wrong address. Unfortunately he also changed the address for the savings account as well which he was not supposed to do. We had neglected to sign some form so USAA closed these two accounts without our knowledge so on XX/XX/XXXX. The proceeds from those accounts total {$9400.00}. We did know this had happened because the bank statements were sent to the wrong address. The person who lived at the other address brought one of the bank statements over a few weeks later. By this time USAA had mailed checks totaling over {$9400.00} to the wrong address. We never received these checks - I believe they were returned to USAA. We called USAA as soon as we realized the address was wrong - that is when we found out that the accounts had been closed and the proceeds sent to the wrong address. We asked that the address be corrected and the checks sent to the new address. My daughter called back was assured this would happen. We called the next day and were told that someone would call us back with the XXXX tracking number. After no one called us back we tried again and were told the same story. When I called again, I was told that we had been sent a cashier 's check and that if it was lost we would not be able to get a new check for six months. And that was only if no one else had cashed it. Every time we call, we are told the check is in the mail ; USAA will call back the next day with the tracking number. No one ever calls us back and we call USAA again to start the whole process over again.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-25

Country Life Acres, MO

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-24

Columbus, GA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I contacted USAA via click-to-chat on XXXX XX/XX/2019 to report fraudulent charges on my USAA XXXX XXXX credit card and USAA Platinum Visa credit card. I asked the agent that I was connected to, if it was possible for me to send documents to USAA in order to report fraudulent transactions, and I was informed that it needed to be submitted with a customer service representative. I reported 32 transactions as fraudulent charges for the XXXX XXXX credit card to the agent. The total amount was {$24000.00} for the 32 transactions. I also reported 27 transactions as fraudulent charges for the Platinum Visa credit card. The total amount was {$25000.00} for the 27 transactions. Once I was done with reporting all fraudulently charged transactions on both credit cards, I was advised by the customer service representative that there would be updates in 5-7 calendar days about the reported transactions. 8 days after the day XXXX filed the fraud claim, when I contacted USAA via click-to-chat to be updated on the reported transactions on XXXX XX/XX/2019, I was informed by the customer service representative whom I was connected to on XXXX XXXX that the fraud claims from XXXX XX/XX/2019 were not filed correctly. I learned that the previous agent who initially filed the claims on XXXX XX/XX/2019 filed them under an XXXX. I was also informed that the claims needed to be files under a XXXX XXXX. The customer service representative apologized for the mishandling of the fraud claims and started to correct and file the claims properly. However, the chat session was disconnected while the agent was working to file all charges correctly. I made an attempt to be reconnected to the agent who worked to file the claims correctly to ensure all reported transactions which were initially filed on XXXX XX/XX/2019, however I was connected another customer service representative. I explained the situation to the agent and was informed that the agent worked to fix the problem with the claims was be able to successfully complete fixing and filing the all transactions correctly even though the chat session was disconnected. I contacted USAA via click-to-chat once more again on XXXX XX/XX/2019 to confirm that the 32 transactions for the XXXX XXXX credit card and the 27 transactions for the Platinum Visa credit card were all included and properly filed. However, agent was not able to tell me if all those transactions were included. On XXXX XX/XX/2019, I noticed that 5 temporary credits were issued to the XXXX XXXX credit card account on XXXX XX/XX/2019. The total amount of the 5 temporary credits was {$18000.00}. I also noticed that 7 different temporary credits were issued to Platinum Vias credit card account. The total amount of the 7 temporary credits was {$23000.00}. I was not be able to tell how I was issued those temporary credits because of difference between the number of transactions I filed as fraudulent charges and the number of temporary credits issued to the two credit card accounts, and because of difference between the total amount for filed transactions and the total amount of issued temporary credits. I contacted USAA via click-to-chat and phone call on XXXX XX/XX/2019 and requested USAA to itemize the issued temporary credits by each transactions I filed on XXXX XX/XX/2019 for me to be able to identify the differences between the total amount I filed and the total issued temporary credits. I was given two case number for me to use to track the status on my issue with the issued temporary credits. XXXX was the issued case number for the XXXX XXXX credit card, and XXXX was the issued case number for the Platinum Visa credit card. I contacted USAA on XXXX XX/XX/2019 via click-to-chat to be updated on cases that the two case numbers were assigned, however customer service representative I was connected to, was not able to provide any updates because the representative was not able to find the case numbers. Between XXXX XXXX and XXXX XX/XX/2019, I received two letters from USAA requested me to verify reported fraudulent transactions and sign the letter as I confirmed listed transactions on the letter were not made by me. They also asked me to list any transactions if I want to add as fraudulent transactions. Transactions were listed on the letters were shown same as the temporary credits were issued on XXXX XX/XX/2019. The listed transactions on the letters did not match most of transactions I initially filed on XXXX XX/XX/2019. I listed every transaction I filed on the letters for USAA to identify all filed transactions correctly by amount and merchant name and to investigate my claims correctly, signed and sent them to USAA. As there wasn't any update and response from USAA, I contacted USAA via click-to-chat and submit a request to fraud team to provide documents as to how they came up with the temporary credits which were issued on XXXX XX/XX/2019. I was advised the request was submitted and turnaround time was 3-5 calendar days. However, I have not received any response about the request from USAA or fraud team yet. I submitted a complaint to CFPB against USAA on XXXX XX/XX/2019 about the issue addressed above, and I received a response from USAA on XXXX XX/XX/2019. USAA stated that I chatted with USAA to ask for an update on my claims and the chat was disconnected while the representative was reviewing the claim on XXXX XX/XX/2019. To be correct, it was XXXX XX/XX/2019 when I contacted to USAA to be updated on the claims. Also, the chat session was disconnected while the customer service representative was fixing the claims which were incorrectly filed initially on XXXX XX/XX/2019. USAA also started that I contacted USAA on XXXX XX/XX/2019 and was correctly advised that all transactions were included. That is not true. I made multiple attempts to ensure USAA identified all transactions I reported and include them in its investigation. However, I have never properly advised that USAA identified all transactions correctly and include all transactions, and USAA never responded to my request as to how I was issued the temporary credits. USAA also stated investigated my claim multiple times, came to same conclusion that all reported transactions were not fraudulent charges and reversed all issued temporary credits from the accounts which took place on XXXX XX/XX/2019. It seems that USAA completed investigations on my fraud claims before XXXX XX/XX/2019 as the temporary credits were reversed on XXXX XX/XX/2019. According to Fair Credit Billing Act, I must be told promptly and in writing how much I owe and why if USAA determined that my claims were not fraudulent charges. I learned that USAA completed the investigation and determined that I am responsible for transactions I filed as fraud on XXXX XX/XX/2019 from USAA 's response to my compliant submitted to CFPB. I contacted and talked to an agent over the phone and requested for the result of the investigation on my claims in writing how much I own and why for every transaction I filed on XXXX XX/XX/2019. I was advised that turnaround time would be 5-7 calendar days. However, I have not received any letter or document from USAA yet. Between XXXX XXXX and XXXX XXXX, I tried to contact a fraud specialist whom I believe as the initial fraud specialist ( XXXX ) assigned for my claims to obtain the result of the investigation multiple times and left voice messages. I have not received any response from the agent. I tried to contact the addressed point of contact ( XXXX ) in USAA response to my complaint through CFPB, left voice message and requested a return phone call, but I have not received any response. USAA failed to acknowledge my fraud claims correctly, USAA failed to respond to my request of documents regards my claims, USAA failed to promptly notify me of the result of the investigation in writing and USAA failed to provide me the result of the investigation at request. I never provided my credit card numbers to all merchants listed for the transactions I filed as fraudulent charges. All those merchants appeared to be connected, worked for an unlicensed online casino I had used in the past and charged the two credit cards illegally.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-24

Southern Pnes, NC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/2019, someone withdrew funds from my account via a XXXX transfer. Sufficient funds were not available, therefore, they transferred funds ( which were not available ) from my daughter 's linked account. Later that day, even after I reported the hack, someone continued to transfer funds back and forth from the account. Before all of this began, a balance of {$350.00} was in my account, USAA refused to refund the hacked amount. Subsequently, I had to open a new account in order to have access to my paycheck on XX/XX/XXXX. USAA blamed me and my daughter for the hacking and refused to refund my account balance. They have since sent my account to collections for funds above my original balance stolen from the account. Thankfully, My daughter 's bank refunded the hacked funds from her account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-24

SC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: In progress

Timely Response

2019-11-24

TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-11-23

MI

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Can't stop withdrawals from your account
Complaint: I am a XXXX veteran with a XXXX XXXX XXXX XXXX XXXX. My name is XXXX XXXX XXXX and I live at XXXX XXXX XXXX XXXX, XXXX, MI XXXX. I was just hospitalized again and I am in dire straights. USAA/XXXX XXXX, and XXXX XXXX are threatening to cancel, repossess and/or foreclose on me. Please help me. My cell number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-22

Cedar Park, TX

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-22

Keyport, WA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: STATUS Feedback provided on XX/XX/2019 Your feedback Ive submitted this new complaint and had one that was closed but is not correct so Ive submitted this new one : : The companys initial response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT No ADDITIONAL COMMENTS The companys response is his 100 percent untrue and all phone calls should be pulled I never asked for a request of an extension for XXXX I asked for one for XXXX and that is clearly stated in the phone call the rep accidentally processed the request early and then put his supervisor on the phone to try to reverse the mistake Usaa made. This is a lie and I want all calls pulled ; I would never waste an extension on a partial payment and furthermore in the first called made on XX/XX/2019 the representative never even read the extension agreement which he is required to do And I found this information out after having to call multiple times that there shouldve been something read to me explaining the extension what month it was for and when my maturity date would be that was never done the first phone call the representative place the extension without my request I never ever ever asked for it for XXXX it was for XXXX and the phone calls will prove this and so will all of the notes I am still completely disputing this and want this re-opened immediately I never asked for an extension in XXXX the representative did that on his own I did not ask for that and the phone calls was prove that and show that and also show that the supervisor tried to fix his mistake but they could not fix it THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS Usaa said they would pull all phone calls to show that I never asked for an extension in XXXX ; I called to inquire on how they worked and said I needed for XXXX ; the supervisor got on the phone trying to fix the representatives mistake of making an extension request incorrectly even though I never asked for one for XXXX. He could not at the time of the error but said he would reverse the Usaa reps mistake and would put it In for the requested month of XXXX! This all happened at the time of the mistake so if u pull every phone call u will hear this and Usaa can take responsibility for their error!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-21

Norfolk, VA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-11-21

Altamonte Spg, FL

Closing an account

Checking or savings account: Checking account

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

Timely Response

2019-11-21

Las Vegas, NV

Closing on a mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-11-20

Carencro, LA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-11-20

Argo, IL

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I have everything or had everything from our car loan, insurance, banking, etc. with USAA. I have never had a problem with them until now XX/XX/2019 at XXXX. They sent me a letter of Decision from a XXXX XXXX XXXX, I asked to speak with him about the Letter and was told by XXXX no last name, that no one can speak to him so I asked for a secretary was denied associate denied. I have a serious complaint and will take it up with XXXX XXXX XXXX, Ms XXXX and Ms. XXXX stated I must speak to there Resolutions and they said although your information has changed you need to fill out a totally new application. I applied for XXXX and already have 5 loans with USAA 1 paid off. I never missed a payment and been with USAA for years. I demand this loan be re reviewed and tell me why someone sends you a letter of a powerful decision and will not come forward to answer my questions about said letter. Not just push papers thru and numbers we are human beings.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-20

Spring Hill, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: They are continuously placing my paychecks on hold with no reason or explanation. It has created a hardship for me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-20

Rncho Domingz, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: I have been a victim of Identity-Theft and have filed reports of this in the past to Local, State and Federal Authorities, as well as, FTC and CFPB over the last few years. I now have a fraudulent account ( USAA ) that was previously disputed and removed from my credit records months ago return as of today on my XXXX credit file. Once again, I have never had such an account and it is an account due to fraudulent use of my personal information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-20

Virginia Bch, VA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-11-20

Saint Paul, MN

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: Could not get this resolved as the representative did not understand the charges was put on hold XX/XX/XXXX I paid off the balance on my XXXX XXXX credit card. After that I was charged {$2.00} for fees that are unexplainable. Those were attached after I paid the balance. Sounds like a type of fraud to me credit card companies got way too much leeway to do as they please to the consumers. I would like a viable explanation thank you very much
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-11-20

Holly Springs, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-11-19

Sacramento, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-11-19

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Timely Response

2019-11-18

VA

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: On XX/XX/2019 I called USAA to close my credit card account. I had a bill for the annual fee of {$35.00}. I was told they could not waive the fee even though I was closing the account " due to Federal regulations '' the fee was out of their control. I was closing the account the fee was for the year coming not the year past, so how can you not waive it as I was closing the account. They claimed it was for their services, what services if I was closing the account? I spoke with 2 different people and they both claimed that due to " federal regulations '' they could not waive the fee. They essentially charged me for services that I did not receive. Is this correct and legal?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Timely Response

2019-11-18

Grangeville, LA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2019-11-18

Columbia, SC

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: In progress

Timely Response