UNITED SERVICES AUTOMOBILE ASSOCIATION

2019-10-24

Brkn Arw, OK

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

2019-10-24

Russell, IA

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

2019-10-23

TX

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: On XX/XX/2019 I attempted to purchase XXXX tickets to the Broncos/chiefs game in XXXX from two separate individuals and was scammed by both. The first did not send any ticket through XXXX as promised and the second individual sent scanned tickets through email that when I got to the XXXX stadium ( 1.5hr drive ) I was told they were not authentic. Both individuals blocked my number and would not answer when I called from a different phone.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-23

Brooklyn, NY

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
Complaint: I applied and was approved for a USAA card and a card was supposed to be mailed to me within 10 business days. When I did not receive the card within that time I called USAA and they told me that the card had been activated and used to make over {$9000.00} in charges at XXXX, XXXX XXXX, and a vending machine. I disputed these charges and the XXXX and vending machine charge were removed. USAA determined that the remaining {$4000.00} did not have sufficient evidence of fraud despite my assertion that I did not make these charges and evidence I provided to back up the claim. The person who activated the card used a phone number that appears on my credit report, but is a fake number that I have never used and no telephone company has any record of being in service. They supplied personally identifying information, which I believe to have been obtained through a data breach at XXXX and possibly USAA itself. Apparently the receipt at XXXX XXXX has my named typed onto it and the vendor is saying that someone would have had to show an ID in order to make the purchase.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2019-10-23

Saint Paul, MN

Problem when making payments

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

Problem during payment process
Complaint: I paid off my credit card XXXX XXXX through USAA with an outside Bank routing number and bank number online. Through their app the information, I put in for to pay the debt {$3200.00} the information for that bank paying the debt was totally ignored and they withdrew the funds from my personal checking account that's on file with them. XXXX XXXX. This transaction took place XX/XX/2019. I did not authorize the payment from XXXX XXXX. The debt should have been paid from XXXX XXXX XXXX XXXX XXXX from the information I put in online. I discussed the problem with the credit card company was told they couldn't correct the situation for 10 days I couldn't believe it.my money is going to be floating in cyberspace for 10 days and I have nothing to say about it but they can withdraw it within minutes.ask for a supervisor in the reps put me on hold for more than a half-hour I hung up credit card companies got way too much power consumers have XXXX near zero power and situations as such as this. Hope you're able to help in some way
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-10-23

TX

Fees or interest

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

Problem with fees
Complaint: On XX/XX/2019 I received letter changing credit card ( USAA ) fees. Cash Advance Fees would be fixed at 3 %. On XX/XX/2019 I received promotional " convenience '' checks ( USAA ). The letter clearly noted these checks carried a {$75.00} maximum per transaction Fee. The promotional letter has no expiration date. On XX/XX/2019, I cashed a convenience check, provided with the XX/XX/XXXX promotional letter, in the amount of {$30000.00}. USAA charged me a cash advance Fee in the amount of {$900.00} or 3 %. I contacted USAA directly. USAA refused to honor the XX/XX/2019 promotional letter and referred me to the prior XX/XX/2019 change of terms letter. I believe this to be misleading if not fraudulent, and, quite frankly, I am shocked given my 25+ years of banking and insurance experience with USAA .
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-23

Louisville, KY

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

2019-10-23

Lebanon, OR

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-10-22

Tucson, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: On XXXX of XX/XX/2019 I submitted all documents related to my medical retirement from active duty service to USAA and formally started the loan process. I asked several times that USAA review the documents to make sure that I met the requirements to use my VA benefit as income. I was given hesitant answers and weak " it should be fine '' for 32 days until the loan finally was reviewed by underwriting. At that point, I was told that my proof of income was insufficient and that I would not be approved for the loan. I contacted the VA and requested assistance. I was pointed towards the VA Lenders Handbook to get clarification on my situation. Per the VA handbook, I have met all the requirements to prove proof of income yet USAA refuses to accept them. I had been asking USAA consistently for an answer regarding the strength of my documents for over a month. Because of their lack of due diligence, I am about to be medically retired with 100 % permanent and total service-related XXXX and I will not have a home to go to. If a lender is going to be an approved VA lender they should follow the VA lenders handbook since the VA insures the loans. This would have been a non-issue if USAA had taken a few moments to verify that my documents did not meet their requirements so I could have taken my business to a lender that would have approved me. I no longer have enough time to complete the home buying process, I am out over a XXXX dollars from inspections and fees I can not get refunded because they failed to act as a fiduciary should. I was strung along, paid a lot of money and ultimately denied using the information they had all along. As a XXXX service member, I will say that USAA does not understand how the VA works or the military for that matter. Specifics : I have a 100 % VA rating based on a service-connected XXXX. I am retiring in one month and I have a completed MEB/PEB, have a VA award letter, BUPERs Retirement Orders with dates and honorable status, signed accepted MEB/PEB Findings, and a COE. The COE does not contain the amount that I will be receiving because I am still active duty. That amount can not be placed on a COE ( Per chapter four of the VA Lenders Handbook ) until I actually start receiving that benefit. In reference to the VA lender 's handbook, I highlighted the sections that I have proven to be covered by more specifically Chapter 4 pages 4-22,23,30 and 44. USAA has repeatedly stated that my award letter, signed PEB finding and retirement orders are not adequate to prove my benefit amount despite those documents explicitly stating what they are. They continue to state that if the amount is not on the COE it is no good DESPITE the handbook stating that it is- exactly in the situation that I am in. After several calls to the VA, they have no clue as to why USAA would act in this way and have asked them to call them directly which USAA has not done. The link for that handbook is : https : XXXX please refer to chapter four, pages 4-22, 4-23, 4-30, 4-44 of the VA Lenders handbook
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-10-22

Albuquerque, NM

Problem when making payments

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

Problem during payment process
Complaint: I made my payment tu my USAA credit card on XX/XX/2019 They received the payment on XX/XX/2019 ( i called to verify ) However they refuse to allow me to use my card for 7 days even though my balance is paid in full. This has happened numerous times in the past. I would like to know if what they are doing is legal and if not have them fined {>= $1,000,000} for each occurence. I need to have use of my credit card and not be restricted for 7 days for no apparent reason.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-22

Herndon, VA

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-22

Spotsylvania, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: In progress

Timely Response

2019-10-22

Washington, DC

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

2019-10-21

Saint Clair, MO

Fees or interest

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

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

Timely Response

2019-10-21

Austell, GA

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

2019-10-21

Boca Raton, 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

2019-10-21

Quartzsite, AZ

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Complaint: Approximately 2 months ago, an online profile was set up with USAA, both for my father ( a veteran ) and myself. The account setup was successful, and a deal was made at my local XXXX dealer. The dealer asked me to call USAA to get the loan process started, and I was informed that my account was blocked and USAA reserved the right to do business with me. My husband and I were concerned, becuase we have strong credit scores and have never been refused credit before. We came home and checked our credit reports, which were in order. The next several days were spent on the phone with various departments of USAA, no one had an explanation, except to say that fraud was suspected and that I should write to the legal department, which I did. An investigator from the fraud department was in touch, and after his investigation, he held that USAA refused to do business with myself and/or my father, no explanation would be given. I believe as a financial consumer, I have the right to know why I was denied an opportunity to apply for credit. Also, no written notification was given.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-21

Bear, DE

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 explanation

Timely Response

2019-10-21

Paulden, AZ

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

2019-10-19

San Diego, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: In XX/XX/2019, USAA notified me via mail that my checking account was at risk of being closed because they had determined that I had been using the personal checking account for business activity. I immediately called USAA to address the matter. When I reached a representative I was told that the reason for the notice was due to deposits that had been made into the checking account in the name of a business. When I promptly told the employee that I had never received any checks in the name of a business he tried to look for other reasons. The employee then stated that I had made wire transfers and when asked for the reason of the wire transfer, I had replied " inventory purchase. '' According to the employee, this was the reason my checking account was at risk of being closed. However, if I ceased this activity, I was told there would be no issue. Further, the employee said that I could still make wire transfers and when asked for the purpose of the transfer simply state something that is unrelated to anything that could be construed as business. Further, I wanted to make sure from the employee that my checking account would never be closed without giving me proper notice as such a sudden closure would inevitably cause financial stress and hardship. The employee assured me that USAA would never close my account without notifying me in advance. I continued using my checking account as directed ( not for business purposes ). Whenever I made wire transfers and was asked for the reason I was always able to provide a reason that was unrelated to business. Further, no money was ever deposited into my account in the name of a business. On XX/XX/XXXX, I received a check in the mail with the balance of what had been in my checking account and a one line memo on it that stated " close account ending in xxxx. '' The check was dated XX/XX/XXXX. I immediately reached out to USAA for an explanation. They had closed my account on XX/XX/XXXX ( 5 days before I received the check or had any idea that the account had been closed ). There was no advance notification as I had been assured there would be if this event were to ever occur. I was completely panicked as my employer 's check was due to be sent the next day ( XX/XX/XXXX ). Even more worrisome was the fact that my car payment ( along with several other payments that are set-up for automatic withdrawal from my checking account ) had not gone through. Therefore, I was late on payments. Checks that I had written days before the account closure did not go through. XXXX transfers that I had made between XX/XX/XXXX-XX/XX/XXXX did not go through. Even worse, I have credit card bills due that I have no means to pay before the statements close because they were always paid by this one checking account that I had. To sum it up, I was in financial XXXX. When I requested bank statements from USAA leading up to the account closure in an effort to find out what other automatic payments I had set-up and what checks I wrote did go through, I was initially told I could not have them because I no longer had an account with them. After escalating the matter, I finally got past months statements but not the most important one ( XX/XX/XXXX ). XX/XX/XXXX, the days leading up to the account closure, would be crucial to me knowing what payments did or did not make it through for the financial obligations that I have ( credit cards, checks, auto payments, electric bill, etc ). I was told this statement was not available and will only be available when the full statement cycle ends ( didn't my cycle end when they closed my account? ). No employee at USAA has been able to provide ANY information on what " business activity '' my account was used for since the notice that I received in XX/XX/XXXX. I have been forced to endure tremendous stress and financial hardship as a result of the checking account being closed without any notice whatsoever. This kind of treatment from a financial institution is troubling to say the least and unlawful from a consumer protection standpoint. Please note that the account closure notice that I have attached below was not received by me until XX/XX/XXXX ( 8 days past account closure ) after calling USAA several times to obtain it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-18

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

2019-10-18

IN

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Complaint against USAA bank XX/XX/2019 I opened an account with USAA bank on XXXX XXXX 2019. Two weeks later I started to make a deposit into the account. As I was making the deposit they closed the account. Maybe because they wanted to use my money for free? I called them maybe a dozen to find out why they closed it. Finally, they answer that there was no reason so they opened it up again. After I deposited two electronic transfers in the amounts of {$2400.00} and {$1000.00}. they closed the account again. To use my money for free, again? After I had used {$1300.00} of it, they closed my account because they said they had a hold on the deposits. They did not tell me there was a hold on the deposits and they got mad at me because I used {$1300.00} of the deposits. They said they did not have the money yet. I do not know how they gave me money that was not in my account. I did not apply for any loans of ask for any money in any way. They said they would send a check for my money after it was released, in 7 to 10 days. After 7 days they released the hold, and then they put another hold on it for 30 to 60 days additional days. They will not give me an answer as to why, is it because they want to use more of my money for free? As far as I know there is no reason for any of this. I have never heard of any wire transfer taking up to two months to be released. I believe they are harassing me. This is a formal complaint against this bank.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-10-18

Broomfield, CO

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-10-18

Grey Forest, TX

Managing an account

Checking or savings account: Other banking product or service

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

2019-10-18

Charlotte, NC

Closing your account

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

Company closed your account
Complaint: I was out on XXXX XXXX from XX/XX/2019 through XX/XX/2019. I had been speaking with different reps at USAA bank in regards to my credit card account and ways that I could keep it open being that I was out of work. On XX/XX/2019 I spoke with a rep in their member debt solutions department who assured me that the account was still open and that I needed to make a minimum payment of {$26.00} in order to give me more time to keep the account open. Per this member the account would be closed after 6months of no payments. I made that payment of {$26.00} that day along with another payment of {$75.00} a week later. Fast forward to XX/XX/XXXX. I call USAA to verify why I didnt have an available balance on my credit card, I just made a payment on XX/XX/XXXX in the amount of {$200.00}. The rep advised that the account was closed! There was no knowledge to me that the account was closed. No one that I had spoken to between XXXX and XXXX had mentioned the account was closed and they called me everyday. I asked could they pull the call from the rep who advised that the account was still open as of XX/XX/XXXX and they said someone would call me back and never did. I called again on XX/XX/XXXX and was told that there is nothing they can do when the account has been closed. The rep suggested I reapply but my credit has been negatively affected by this for months so there is no way that I would get approved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response