Date Received: 2019-10-23
Issue: Fees or interest
Subissue: Problem with fees
Consumer 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
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer 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
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2019-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer 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
State: AZ
Zip: 85704
Submitted Via: Web
Date Sent: 2019-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer 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
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Closing an account
Subissue: Company closed your account
Consumer 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
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
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: My wife and I file for divorce over a year ago I Immediately had her taken off as authorized user then XX/XX/XXXX she was expedited a card by USAA bank received on the XX/XX/2019 Her tracking them before her card XXXX I was told she did it by activated through voice they will not give me nothing in writing She racked up {$3700.00} declined was {$340.00} they sent me out another card I was scared to get it closed The account I was Afraid USAA would no longer talk to me I held on to my card I had the sticker on it and left the sticker on it and did not activate it Somehow my card and it up activated with {$2800.00} put on it then I got a check in the mail from USAA for {$2800.00} then they want me to send the check back they told me it was for damages in what I went through They stated that it got activated and usual but will not tell me who activated it or nothing they will give me nothing in writing they're trying to make me pay for the charges they will not help me in any way and my soon to ex wife is getting away with all of this one time she put charges on my XXXX my sons with my account sit me attacks admitting she had done it they did remove that I don't think it's fair she gets away with it
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer 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
State: IN
Zip: 468XX
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: two FRAUD ACCOUNTS listed on my credit report ( USAA - XXXX ) of which was removed and previously included in the FTC Fraud Report # XXXX ) and a Police Report provided to credit bureaus. It appears since the account is back on my credit report that the credit bureau through some means validated a fraudulent account. " I was told that I should have known about the account. '' An agent at XXXX laughed at me and said " people have been abusing fraud complaints '' and did not take my complaint serious. I have submitted the items multiple times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75094
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Closing your account
Subissue: Company closed your account
Consumer 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
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA Federal Savings Bank, is a banking institution for Members of the Military, Armed forces, and Those family members of the military and armed forced. I am not a member of the military and have never been. Additionally none of my family are members of the armed forces either, so therefore I would not be eligible for membership in USAA. USAA Allowed A Personal loan account to be opened and membership, along with a checking and savings from a thief that was using stolen identification documents, and my email address which I had to have XXXX assist in recovering. USAA Is reporting this account not only inaccurately to the credit bureaus but this account is FRAUD. They sent all the funds and documents to this USAA Account, I did not open this account nor did I receive documentation from any of these accounts. This personal loan and any accounts with USAA that resulted from Identity theft need to be resolved, However USAA continues to report it to the credit bureaus claiming this account is mine. This is not my account that I am listing below, I have not authorized any accounts to be opened with this bank. I am not a member of the military and I AM a victim of identity theft my wallet was stolen, my mail was forwarded and my email address was hacked. I want this corrected promptly and removed from my credit report, as I did not receive any funds from this and this account was not authorized. It was opened from a thief using my stolen identity. Fraudulent Account # - XXXX Balance {$15000.00} Opened XX/XX/2018, My Fraud alert was placed on my file on XX/XX/2018, Therefore again It's obvious I am a victim of identity theft. My Affidavit is below and attached to this complaint. Please remove the inaccurately reporting account that you are listing as paid {$0.00} for payments as well as 3 past due payments, all are which inaccurate because I don't bank or have business with USAA. This was a fraudster.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2019-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A