UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-06-18

Colo Spgs, CO

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

2019-06-18

Bellaire, TX

Getting a credit card

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

Application denied
Complaint: USAA continue using old accounts that are including and discharged in Chapter XXXX bankruptcy in 2016. The company continues to use old accounts to determine my credit worthiness or lack thereof.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-17

Lena, OH

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-17

Key Biscayne, FL

Incorrect information on your report

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

Account status incorrect
Complaint: USAA Financial Services reported that I was 30 days late on my credit card to the credit bureaus. We only discovered this late report approximately a month ago when applying for a loan for a new home. In the last few weeks we have spoken with USAA 5 times on the phone including most recently today for over one hour. On every single phone call we've had with them they state that it was an error on their part and that they'll fix the error. Last week they mailed out a statement letting us know that they found no issue with their reporting and that we should file an appeal in order to correct this issue. Today, as previously mentioned they were extremely apologetic but said that we should be fixing their reporting issues with the credit bureaus rather than them. We are extremely frustrated with this issue. Their negative reporting is going to cost our family thousands of dollars a year in interest costs on our new mortgage as a result of their negligence in reporting and incompetence in fixing the issue. Unfortunately, the 3 times we've had them tell us we'd get a statement in writing that they were incorrect in their reporting they've failed to produce one.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-17

Bible College, MN

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

2019-06-17

Odell, OR

Getting a credit card

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

Application denied
Complaint: On approximately XX/XX/2019, I received a mail offer from USAA for a pre-approved credit card offer. The offer stated I was " Pre-Selected '' for the USAA Rate Advantage Visa Platinum credit card. The offer had a fixed expiration date and contained the mandatory, legally required, Pre-screen and Opt-Out notice. I also verified that USAA obtained a soft-inquiry copy of my credit bureau report prior to making the pre-screen offer. This offer was a legal, firm offer of credit. On XX/XX/XXXX, I also noticed the same pre-screen offer in the " My Offers '' section of my USAA eBanking portal. I already have credit card products with USAA and have had them for many years. On XX/XX/XXXX, I submitted my online application for the pre-screened offer and my application was immediately declined. During the application process, USAA obtained a copy of my credit bureau file from XXXX. USAA informed me in writing of their decision and the only reason stated was " Maximum credit limit reached. '' USAA knew perfectly well what my credit limits were with them prior to my application and, in fact, prior to extending the pre-screened, firm offer of credit. Worst case scenario is they knew my credit limits with them upon accessing my credit bureau report used to determine my qualifications for their firm offer of credit. Further, it is not my responsibility to know whether my current credit limits put me at their maximum exposure or not. Knowing I was unqualified for their firm offer of credit, they should, at a minuimum, never pulled a hard copy of my credit bureau file after I applied.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Timely Response

2019-06-17

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

2019-06-17

Ft Myers, FL

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: I made a partial payment on my loan last month USAA auto loan and the young man asked me when would I be able to pay the remainder of the loan I explained to him that I was looking for the funds to come to me within a week or two he gave me a date I said yeah probably around that time he in return takes and makes that date the date to have the money withdrawn from my account which I did not come out my mouth tell him to take this money out of my account on this date which caused me {$28.00} over draft fee. I tried to dispute it and they refused dispute. Now they are charging me other {$28.00} for the same thing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Westerville, OH

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

2019-06-14

Viewfield, SD

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

2019-06-14

Morganton, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

New Windsor, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-06-14

Beaver Creek, OH

Opening an account

Checking or savings account: Savings account

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Bancroft, KY

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Non-sufficient funds and associated fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Orion Twp, MI

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I submitted an extremely thoroughly done dispute with the USAA bank over a jewelry purchase. Over the next week and a half the bank pretended everything was kosher, until the finally decided that they would not help. I have massive amounts of evidence.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Santa Ysabel, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am a member of USAA since XXXX, and currently have one checking account with them. On XX/XX/XXXX I made three transfers from my XXXX XXXX XXXX checking account to my USAA checking account through the USAA app. My first transfer was in the amount of {$140.00} and no holds were placed. Then I placed a second transfer in the amount of {$80.00} and again, there were no hold on that transfer. My third transfer was in the amount of {$80.00} and before I could complete my transfer, the app prompted me that the transaction could not be completed at that time. When I looked on my checking account, my account had a balance in the same amount of {$80.00} and a hold of 8 days were placed on my transfer, making the amount available on XX/XX/XXXX. I contacted USAA to ask why a hold was placed on my transfer, and why the app prompted a message saying that the transfer transaction was not available at that time, and after being on hold for a few minutes, the representative came back on the line and told me that because I was charged ( incorrectly ) two NSF fees, the system will choose to place holds on my transfers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Las Vegas, NV

Closing an account

Checking or savings account: Savings account

Company closed your account
Complaint: USAA denied our homeowner 's insurance claim because according to them as best as I can understand because I changed our deductible before we had a bad event happen. I had no possible way of knowing what was going to happen after changing our deductible. I appealed and the same adjuster who denied the claim the first time also denied my appeal. I kept pleading with USAA as I didn't know what was going to happen and I had no bad intent. The adjuster 's supervisor responded online that his decision will stand. Shortly later I can't log into my online banking. I later find out that USAA canceled our homeowner 's policy, they blocked access to my online account, they closed my savings account, they closed my checking account, and they closed my credit card which was on 0 % apr promo and want me to pay the balance immediately. I have been a member of USAA for 9 years, perfect account history, no prior claims ever made for our home. My wife and I have been paying their premiums without a single claim for our home. We are both deeply hurt my USAA 's actions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Baltimore, MD

Managing an account

Checking or savings account: Savings account

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

Timely Response

2019-06-13

Arvada, CO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I am writing to dispute a billing error ( fraudulent usage of my debit card ) in the amount of {$150.00} with four fraudulent charges made on my account. The amount is inacurrate because someone fraudulently used my card after I lost it and was used at XXXX XXXX XXXX where I have never been. I followed all electronic Funds transfer rules and notified USAA immediately within an hour and the card was cancelled. The USAA employee said she would put in a fraud on those charges but never did. I spoke with someone in Security and he said they couldn't add the money back in because I did not file a police report even though no one told me I needed to. I filed a police report and sent a registered letter to USAA and never received any response from them after waiting three weeks. It is clear to me that USAA could care less about their customers and saw how many complaints about them on claims. Do not use them and keep in mind that those people in the commercials are clearly paid to say good things. They just use military people to make money off of them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Wattenburg, CO

Problem when making payments

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

Problem during payment process
Complaint: I had a secured credit card with usaa. I called and spoke to one of their representatives and asked if I could set up an automatic transfer from my savings to my credit card account to keep the account open, she said yes that would be acceptable. Once that payment date arrived the account had been closed out anyway. I attempted to speak to USAA about the issue and it took 3 phone calls to finally get to someone who was able to help. She was a member of the ceo relations team. She reviewed the phone calls and got back to me. She did acknowledge the fault lay with USAA and she would find a way to fix the issue. Over the next 2.5-3 months I didnt hear anything back. I attempted to contact her multiple times and was never able to get ahold of her. On one occasion I was on the phone for 45 minutes before someone could transfer me to the correct department. As they transferred me the call dropped and I never got a call back. I finally heard back from her last week and was told that they could reopen the card. I called yesterday and told her Id be able to open the account with a {$500.00} deposit, was told that wasnt a problem. She called back this morning and said first that they couldnt open the account with {$500.00} only {$300.00} since that was the line of credit originally. Later in this same phone call she said they werent willing to open the credit line with {$500.00}. It seems like they arent really trying to correct their mistake and dont want to do what seems appropriate to make the situation right.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2019-06-13

Spring Hill, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: USAA placed a {$200.00} hold on a recurring alimony check ( nearly 2 years ) drawn on account with their own institution! Not only that but they know the funds inadvertently came from a XXXX XXXX payroll check as my ex has banked with them for over 20 years!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Nyc, NY

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
Complaint: On XX/XX/2019 I rolled {$4400.00} over to USAA on what I thought was 0 % APR loan offer. I took advantage of the same offer one month prior and thought the offer was valid through XX/XX/XXXX. I did the transaction online. USAA 's online balance transfer user experience is sub-par in the industry. Compared to competitors, it is visually confusing. At no point during my online transaction was I clued in that I was signing onto a variable regular APR loan at 18.15 % ; the terms looked identical to the 0 % offer I used only one month prior. On XX/XX/XXXX I discovered an interest on Balance Transfer fee of {$50.00} on my USAA statement. I called USAA to inquire. They informed me I had not selected a 0 % loan, there was no available 0 % offer to transfer me to, and they could not refund my interest charge fees. I accepted responsibility for the mistake, while simultaneously expressing confusion as I am a responsible credit card consumer with a history of only using 0 % loans. While on hold I walked myself back through the online experience. That's where I began to see how confusing the online Balance Transfer experience is, especially when compared to XXXX, XXXX, XXXX, etc. I no longer felt 100 % accountable for this error. I asked them to look at my 22 year history with USAA and please refund the interest charge so that I could move the balance to another card, lick my wounds and move on ( I paid 3 % to transfer to USAA with another 3 % to transfer out again ; I would be out {$260.00} regardless ). The rep repeatedly said they can not refund interest fees but elevated my case to executive resolutions and gave me a case number. She said they'd get back to me within 48 hours ; she would try to expedite my case. While chatting I asked her to tell me the balance I needed to pay to close the loan. She said {$3300.00}. I said that's not possible, the {$4400.00} loan was only 1 month old and I hadn't paid into it. She recognized the mistake and said she'd elevate that complaint as well. On XX/XX/2019 I called USAA and spoke with the executive resolutions team. They said they were not under obligation to call me back and apologized for the incorrect information. There was also no record of the incorrect balance amount conversation. After 2+ hours on the phone with USAA this week I am gob-smacked at their lack of compassion for human error, lack of acknowledgement of their misleading web experience and inconsistent customer service. My entire time on the phone I felt as if I were between a rock and a hard place, there was no give at any turn. For a company who specializes in helping individuals who experience life upheavals they are stern and inflexible with resolution of difficult or unexpected situations. I am writing mostly to warn others to stay away from USAA for credit card loans of any type as there is absolutely no room for error. I have generously received interest fee refunds from XXXX, XXXX and XXXX over my 22 years credit card history. Every other company offers a one-time courtesy refund to extend trust and customer good faith. USAA has lost my credit card business. I got off the phone, transferred my balance to XXXX and cut up my USAA card. Never again.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Wonder Lake, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I am a veteran. My husband and I were pre-approved by USAA and contracted to buy a home 3 weeks ago. We have submitted all supplemental items requested by the bank yet, we have not heard from our loan processor once. She apparently had some sort of situation and has been unable to address our loan. We were passed off to another loan processor who wouldn't respond to emails and then went on a week vacation without informing us, or having any sort of auto response to emails. She just disappeared for a week ( after several days of her not replying before she went on vacation to begin with ). We only found out when we called her manager to complain, who assured us our original loan processor was back. That was 5 days ago, still no word from her either. We need to have our loan commitment in 6 days, and we can't get ahold of any processor who is handling our loan. If we don't secure this loan in the next week we could lose our house. If they had an employee emergency and the alternate is too busy to help, someone should have told us that no one was handling our loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Ft Lauderdale, FL

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: On XX/XX/2019 at XXXX XXXX I paid my monthly payment on my USAA renters insurance. I received a confirmation number of # XXXX. I paid with a MasterCard credit card and can show statements by email as well. The very next morning I received an email stating they have yet to receive payment and it is attached as a photo jpg. I want my payment credit issued to my USAA bank renters property insurance account as soon as possible. This bank is not honest and harasses and steals from war vets and this is proof.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2019-06-12

Moreno Valley, CA

Incorrect information on your report

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

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

Timely Response