UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-07-26

Chesapeake, VA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

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

Timely Response

2019-07-25

Amesbury, MA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-25

Washington, DC

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-25

Washington, DC

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-25

Boise, ID

Problem when making payments

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

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

Timely Response

2019-07-24

Huntsville, AL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

Ridley Park, PA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-07-23

Edgemoor, DE

Managing an account

Checking or savings account: Savings account

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

Timely Response

2019-07-23

Leming, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-23

Phoenix, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-07-23

Cornville, ME

Threatened to contact someone or share information improperly

Debt collection: Other debt

Talked to a third-party about your debt
Complaint: The company called our daughter yesterday and clearly said that they were from a debt collection company, which I have read they are not supposed to do. I have the recorded message from my daughter 's cellphone as proof.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Keyport, WA

Improper use of your report

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

Report provided to employer without your written authorization
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Pinellas Park, FL

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 it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Northside, NC

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Corinth, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-22

Barrett Parkway, GA

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

UT

Took or threatened to take negative or legal action

Debt collection: Auto debt

Collected or attempted to collect exempt funds
Complaint: On XX/XX/2019 I attempted to purchase gasoline from my local gas station, where the transaction was declined due to insufficient funds. I promptly checked the ATM within the store, where I found that {$540.00} had been charged to my Checking Account with USAA federal bank ( The Bank ). Upon leaving the store I checked The Bank 's mobile banking app, where I again saw a charge of {$540.00}, however, now I could see what the charge was for, and saw " DDA DEBIT '', this was a different charge than I was used to, The Bank 's loan transactions have usually said " USAA LOAN PAYMENT '', This charge caused me to go over {$170.00} into a negative account balance. I promptly called The Bank, where, I feel, The Bank 's employees attempted to send me on a wild goose chase to figure out what these funds were for, and why the monies were taken from me without express authorization, and in such a gross amount. I placed the first phone call at XXXX MST, that lasted 45 minutes where I hung up to try again, as The Bank 's employees were attempting to send me back and forth through Their internal departments, as it appeared to me, no one actually knew what was going on in my account. I placed a second call at XXXX MST, that lasted 1 hour and 45 minutes, where I, again, was transferred between internal departments, where I finally ended up speaking to a man by the name of XXXX. XXXX placed me on several long holds, where he eventually told me the Legal information that I was looking for would not be provided to me, and the decision was made to refund me, either, {$540.00} or {$400.00}, as I am under agreement to pay {$140.00}, the choice, XXXX informed me, was completely up to me, and I requested the entire {$540.00}. At some point in mid XXXX I was in default on a Secured Loan with The Bank, and It made the decision to reposes my motor vehicle. From, about, Mid XXXX I have been collecting unemployment insurance benefits from the State of Utah, and such benefits will expire within a few weeks from the date of this complaint. This money is critical for me to find work, and live out my day to day life. All of the monies taken from me by The Bank where directly deposited into my account with The Bank from Utah 's funds with title " UI BEN EFT '' with a 10 digit number following. I authorized The Bank to automatically withdraw {$140.00} from my USAA checking account, if such amount was returned, I agreed to pay a XXXX dollar fee, as well as accepting a 5 % late fee, that would be added to the total loan amount. I was informed by XXXX that the amount of {$540.00} was a result of collection fees, which I agreed such amount would be added to the total loan amount, per the loan agreement. No where in my loan agreement can I find a provision that allows The Bank to remove any more than {$140.00} from my account, XXXX tried to assure me that The Bank did in fact have the right to remove monies from my account in excess of the agreed upon {$140.00}. When asked where XXXX found that in any agreement, he placed me on a 20 minute hold, notified me that I would not receive that information, but he would put in a refund for the monies taken. It is my personal belief, that The Bank lacked authority to remove monies in excess of {$140.00} from my checking account, That this was a levy issued by The Bank without Judicial authority, That the entirety of the monies in my account were exempt from such levy, and That The Bank did knowingly execute a scheme or artifice to obtain any of the moneys, funds, credits, assets, securities, or other property owned by, or under the custody or control of, a financial institution, by means of false or fraudulent pretenses, representations, or promises, in violation of 18 USC 1344.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Patterson, MD

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-07-22

Huntsville, AL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Milwaukee, WI

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 it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-07-21

Keyport, WA

Problem when making payments

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

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

Timely Response

2019-07-21

Ballardsville, MS

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-07-19

Keyport, WA

Trouble using your card

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

Can't use card to make purchases
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

Brandenburg, KY

Improper use of your report

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

Reporting company used your report improperly
Complaint: I closed account and been paying the balance as agree.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

TX

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Complaint: XX/XX/2019 Customer : XXXX XXXX XXXX CR XXXX XXXX XXXX, Texas XXXX USAA Customer # XXXX Company : USAA XXXX XXXX XXXX XXXX XXXX, TX ( XXXX ) XXXX Complaint : On XX/XX/2019 I received a letter from USAA indicating that I had a late payment on my auto insurance. I was threatened that if I submitted another late payment I would not have access to my accounts ( checking, savings, policy, products, etc. ). In addition, I would not have access to additional services and/or products from USAA. My payment was made within the grace period, and my insurance has never been cancelled due to non-payment in 28 years. On XX/XX/2019 I called USAA to inform them that I made all auto insurance payments within the due dates and/or grace periods. My insurance has never been cancelled or reinstated in the 28 years I have been banking with USAA. The employee confirmed that my insurance has never been cancelled and all payments have been received within the time dates and/or grace periods allowed. 1 ) I received a threatening letter indicating that future late payments would result in punitive actions such as no access to accounts, policy 's, and/or products. 2 ) USAA does not specifically stipulate what is considered as a punitive payment time period. When is a payment considered late with punitive measures ( no access to accounts and/or products )? 3 ) Is a payment beyond the grace period, such as a cancellation of auto policy equal no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products? 4 ) Is a late payment within the grace period still terms for cancellation of auto policy, no access to accounts, products and services ; and deem that a customer does not have access to their checking/savings accounts or USAA products? The attached letter from USAA was offensive. My payments have always been made within the payment date and/or grace period of payment. If USAA is going to submit such offensive, threatening, oppressive, and harassing letters ; it is important that USAA clearly defines such punitive measures to their customers. Resolution : Without retaliation upon this customer, USAA needs to define punitive measures and at what point punitive action will be taken. Further, do these punitive measures follow the state law and regulations with the FDIC, State Board of Insurance, and the Consumer Financial Bureau? Are punitive measures fair practices or discriminatory practices? Is it fair to ban a customer from an insurance policy or cancel a policy, lose access to checking and savings accounts, lose access to usaa.com, lose access to automated voice response system, and unable to acquire new products and services on the basis that the customer is late, however has made payments within USAAs stipulated grace period? It seems that left undefined by USAA is discriminatory to the customer, especially if the customer has paid within the grace period criteria and the customer has never received a cancelation in a purchased policy. I do believe USAA needs guidance in defining punitive customer exclusionary practices and measures. This should be approached without retaliatory measures to the customer. After complaining on XX/XX/2019 at approximately XXXX my account was locked and I have no access to my accounts. This seems a bit suppressive, oppressive, and discriminatory to the customer. I would like it resolved promptly. XXXX, XXXX XXXX USAA Customer # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response