Date Received: 2022-06-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have been trying to get from USAA published information re : the exchange rate used for XXXX if I am to use the card when I travel outside the US. C/S reps at usaa at first told me that they do not have access to that information. I was then told I could XXXX it. But when I asked if was to just use XXXX rate, I was told something else. I was hone told the rate is determined at the time the transaction is settled by the bank. I then asked where I can find a reference rate o I know what I could potentially spend. XXXX will give me their rate I explained as do other banks, but I can not seem to get the info. from usaa so I do not know rate they use. I finally got a call from XXXX in the executives office ( XXXX ) who told me that USAA does not have that info and that I had to get it from visa as its a USAA Visa card. She gave me a number for visa, XXXX. XXXX told me the I have to call USAA as its a usaa card and there are special wholesale retaes/agreements between the 2 banks and the rep did not know the rate. I then called back the ex. office at usaa and spoke w/ XXXX who said I could XXXX XXXXt or look on the fed website. When she directed me to the fed site I got an XXXX feed and did not know what to do with that and was told by usaa that they could not help. I tried for hours to get the info on the phone over multiple days. At XXXX point when I was told to XXXX the info I got a hit on a XXXX website referencing USAA and when i asked usaa if I cold use the info from that site they said the have no control over that site and that was not a usaa site. no, I asked? they why do you tell me XXXX it not knowing what will come up??? What if I XXXX and counted on the XXXX exchange rate info, only to find out at settlement time it was the wrong rate? Who do I call then, XXXX??? I dont know why usaa can not give consumers the info that pertains to the use of a card issued by them and why XXXX refers me back to USAA XXXX Attached are screenshots of my post on the usaa site.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Identity theft protection or other monitoring services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: In XXXX USAA accepted an Power of Attorney from my exwife, then wife XXXX XXXX ( aka XXXX XXXX XXXX ). In XXXX, I became aware that while I was in the military XXXX submitted a power of attorney to multiple financial institutions including USAA. Upon this discovery, I claimed identity theft by my ex-wife as it was also discovered she had changed her identity in XXXX to evade detection by authorities and an Family Protection order to produce children to visitation. USAA refused to conduct an investigation based upon the determination that the Power of Attorney was " cut and pasted together and had multiple discrepancies of authenticity. The identity theft continues to cause damage to date. Although USAA provided a copy of the fraudulent document ; they refused to investigate the incident of identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Visa XXXX at XXXX the bank that has the card agreement with usaa savings bank - the issuing bank and who told me to call visa, refuses to tell me where I can get the exchange rate information use on foreign transactions for XXXX. Visa tells me to call USAA as the rates used are XXXX and exclusive rates for usaa and that visa does not have that information. I called visa on XXXX and was on a recorded line. When I called usaa to get the info, they told me to call visa. So this complaint is for Visa as I have also filed one for USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022 I was checking my bank ( USAA ) account and saw that my savings account showed {$32000.00} was transferred out of my account without my knowledge. I immediately contacted a USAA rep by the name of XXXX and asked my questions about my complaints and he would forward to the Fraud Dept. of USAA. He said check back in 5 days. While I waited I looked closer into my saving account and saw that there were XXXX transfers from my account, in the amount of {$5100.00}, {$10000.00} and {$15000.00}. They were transferred into two other USAA Savings accounts. All these transfers were on XX/XX/2022. I was never notified by USAA that these transactions were happening. A Red Flag should have went up when they all happened in one day. To this day no notification from USAA. On XXXX XX/XX/2022, I called USAA and was forwarded to a Rep name XXXX, Security Specialist ( XXXX Ext XXXX. Again, she asked many questions about my account and I changed my user name, password and pin. She asked my to verify names of my account. My wife, XXXX XXXX and my daughter XXXX XXXX. She had two additional name as follows : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, Arkansas XXXX and XXXX XXXX, XXXX XXXX, XXXX, CA XXXX. I replied I have no idea who these ladies are. These two names were added to my account with new Savings Accounts and this is where the funds were transfered and later withdrawn from these accounts, apparently the funds could not be tracked. I told XXXX ( USAA rep ) I never authorized the name or the transfers. She told me to check back on XX/XX/2022 and I did. She pulled my file and it stated this was not identify theft and I was liable. I said I don't what the correct wording is, but my account was hacked or compromised and that the bank did not protect or secure my funds and trying to put this as my fault. She resubmitted the claim to Fraud Dept. and check again in three days. I asked her if I could speak to someone in Fraud Dept. she said no and I would to get back with her. I think the bank ( USAA ) is blowing me off and not accepting their failure and responsibility of safe guarding my saving account. Why do I use a bank, to protect my assets. I need your help!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA closed dispute on XXXX and failed to update system, not allowing account to close and allowed my abuser to have access to the accounts even with a copy of the domestic violence order. They failed to remove me from his account, with my signature and had a copy of his poa and called him several times. They were made aware, he used my cards, and then failed to pay for bills. Making accounts negative and holding me liable. These practices resulted in USAAs failure to adequately address the unauthorized or incorrect transactions, as is required by law. They also detached our auto insurance and didnt notify me that the service member did so because we are separated but legally still married. They were aware he was take. XXXX and did nothing to prevent it. They also called my abuser several times which put me in jeopardy of my order of no contact because they contacted him when no one can call on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We were contacted by the USAA fraud department that the account was hacked and they sent new cards ( to me & spouse ). I was sent a suspicious bill for {$20.00} from the collections dept. at USAA. I paid this amount on XXXX and today got a bill for now {$30.00} and they didn't receive my check. My check cleared so they got it. What they are doing is double billing customers which is illegal and predatory. My wife and I intend to cancel our USAA charge accounts as soon as we can. USAA is threatening to turn us into a collections agency. If our credit is harmed, then we will be talking to an attorney about suing them. As it is now we are telling everyone we know NEVER to do business with USAA since they a re a predatory lender.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47403
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My husband is XXXX XXXX military. He is eligible for the XXXX civil service members relief act with his orders. It was time to renew the order and the benefit was not applied to my credit card which he is an authorized user on. I contacted USAA in XXXX to find out why all of the account other than this credit card received the renewal. I was told he has been removed as an authorized user on my account. I never gave permission for this or authorized this. Usaa claims it was done in error when I had a fraudulent charge show up on my account and when the new card was mailed out, he was inadvertently removed. They initially said this was their mistake and he was put back on the account and they were suppose to correct the benefit so it was applied to this account as well. Its been a month with no resolve. I have contacted back several times. No one returns my call. Today I spoke to them and was told they called back but my voicemail was full ( not correct ). I checked my phone records and have no call from them. They refuse to tell me the date and time said call was made. Now I am being told it wasnt an error he was removed from the account- its something on my end I did. They are very vague about what I may have done that caused his removal. I was told possibly something was selected online when my card was hacked. They can not provide any specifics about why he was removed without my permission or what can be done to resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32571
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Usaa bank is damaging my credit by reporting my credit card as late eventhough I pay the what I can every month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-05
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There is a USAA credit card loan and balance on my credit report that is not me. I filed a report With USAA and XXXX for fraud and identity theft. I contacted USAA on XX/XX/2022. I contacted XXXX a few days later and they froze my credit report and social security number. I contacted XXXX XXXX on XX/XX/2022 and they deactivated my credit card. The credit card loan balance is {$14000.00} and it is not from me. There is an address on file for my credit report that is not me. The address is from XXXX XXXX and it is not XXXX of my addresses.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37849
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I joined the XXXX XXXX XXXX in XXXX, directly after XXXX from high school, and XXXX later, in XXXX, I retired as a XXXX, after an hXXXX XXXX XXXX career. As a banking client for 34-years, on XX/XX/XXXX, I received a " surprise '' letter from USAA Federal Savings Bank , informing me that " after careful evaluation, we're sorry to inform you that USAA Federal Savings Bank is exercising its right to no longer do banking business with you pursuant to our Depository Agreement. We are electing to close the following accounts XX/XX/XXXX : Checking account ending in XXXX Savings account ending in XXXX '' I immediately wrote to the bank requesting reconsideration along with the reason for closing my accounts. On XX/XX/XXXX, USAA responded as follows, " On XX/XX/XXXX, you were informed that your checking and savings accounts would be closed. According to the terms and conditions outlined in the Depository Agreement and Disclosures, " We may close your account at any time without advance notice. '' '' In their letter, USAA continued, " We're aware of your continued dissatisfaction with our decision ; however, our position remains unchanged. While we understand this is not the outcome you were seeking, we appreciate the opportunity to review the situation and explain our position. Please be advised that this is our final reply to you about this matter. '' In XX/XX/XXXX, I was informed by USAA that an unknown person was attempting to access my accounts. I informed the bank that I was a victim to identity theft and that my credit reports are currently frozen. Since my ID theft was active, I requested their assistance in identifying the individual trying to access my accounts. I was not provided with any information. Three months later, USAA notified me they were closing my accounts. I believe they have an obligation to protect my identity and as a result, they have failed me in this regard. USAA never gave me any reason for which they elected to terminate my long-standing accounts, nor did they " explain their position '' other than this was their final reply. I did not break any laws with USAA, I did not misrepresent them, and I did not do anything to cause them and harm or tortious interference. In fact, over the years, I encouraged my military colleagues to join the bank and its associated entities. After my XXXX XXXX career, I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Having my checking and savings accounts taken away from me has exacerbated my XXXX and every time I see the USAA Federal Savings Bank advertisement on the TV, my XXXX increases significantly. I can not fathom why USAA would terminate my relationship with them, especially after such a long relationship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2022-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A